V2 Rubric Detail — 27a1b092-7fcc-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 21:37
Duration
27m 28s
Contact
931-704-8254
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00137138
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9610 - Intermittent dropping

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication3.75/5
Ownership4.00/5
Escalation2.50/5
Customer Exp3.21/5
Overall47.8% (+25.8)

V2 Grader Summary

The agent attempted a firmware-update workaround for intermittent internet drops but failed to resolve the core issue due to skipped diagnostics (power cycle, WAN checks) and inability to deliver the update file. While call control, ownership, and empathy were maintained, the customer was left without a solution and faced unnecessary effort from failed email delivery and vague follow-up timelines. Assessment 3’s findings on technical accuracy were authoritative and confirmed critical gaps in diagnostic rigor.

V1 Case Analysis

Customer reports intermittent internet drops (wired & Wi-Fi). Agent incorrectly attempted manual firmware update via email, provided inaccurate technical details, and failed to perform basic WAN troubleshooting. No model/serial collected. Promised callback to send firmware file, but issue remains unresolved.

Troubleshooting Steps
  • Accessed router UI via myrouter.local
  • Checked firmware version in UI
  • Attempted to guide customer through manual firmware update via email
Key Observations
  • Agent never collected product model, serial number, or warranty status — critical protocol failure for product support
  • Provided materially incorrect technical information: falsely claimed firmware should be 5.3.0 and gave wrong password requirements
  • Advised an unsafe and unsupported method: manually uploading firmware via email attachment, which violates KB guidance and poses security risks
  • Failed to perform any standard WAN troubleshooting: no power-cycle, modem check, or WAN status verification
  • Long hold times (9+ minutes) without progress, indicating severe inefficiency
  • No valid self-help path or KB reference provided after customer declined paid support
Positive Highlights
  • Agent remained polite and patient throughout the call
  • Attempted to access the router UI to check firmware status
Agent Errors / Gaps
  • Missing model/serial number collection — critical protocol miss for product support
  • Incorrect firmware version information — falsely claimed current version should be 5.3.0, which contradicts KB and customer's actual firmware (1.0.4.205530)
  • Wrong guidance on router admin password format — invented non-existent 10-character special character rule
  • Advised unsupported and unsafe firmware update method — manual upload via email attachment
  • Failed to follow standard WAN troubleshooting flow — skipped power-cycle, modem check, and WAN status verification
  • Attempted to send 52MB firmware file via email — technically impossible and not supported by KB
  • Did not verify if firmware update was actually needed or available for customer's model
  • No KB reference or self-help path provided after customer declined paid support, leaving customer without actionable next steps

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The customer’s intermittent internet drop issue was never resolved; the agent only attempted to send firmware and promised a later callback without confirming a fix.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed some steps (checked firmware version, guided to connectivity page) but omitted key diagnostics such as power-cycling, WAN status checks, or ISP verification.
R3 Partially Met Correct resolution path conf 87%
Agent pursued a firmware update path which is a valid L1 attempt for instability, though more targeted WAN diagnostics would have been better; effort was made within expected scope before hitting tooling limits.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process for internet drops. The agent jumped directly to a manual firmware update without narrowing the root cause (e.g., modem test, cable check) as required by KB guidelines.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use necessary diagnostic tools or procedures. For connectivity drops, the KB requires verifying WAN status and performing a power cycle. The agent relied solely on the firmware version in the UI and failed to direct the customer to perform required checks.
T3 Partially Met No misinformation conf 86%
Instructions to access the router UI and navigate to connectivity were correct; however, the agent cited conflicting firmware versions (1.0.4.205530 vs 5.3.0), creating technical ambiguity.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control throughout, set expectations for holds, and kept the interaction on track despite technical setbacks.
C2 Partially Met Confirmed understanding conf 84%
Agent adapted language to guide UI navigation, but introduced ambiguity with inconsistent version numbers and unclear instructions about the firmware update process.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and committed to follow up despite technical limitations.
O2 Partially Met Proactive follow-through conf 90%
Agent promised a callback 'later today' but did not specify time or method, leaving the timeline vague and unrealistic for the customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact on the case; no prior history existed to reference or hand off.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 88%
Agent recognized the need for lab support and intended to escalate via callback, but did not formally initiate a tiered escalation; effort was underway but incomplete.
E2 Not Applicable Escalation prep & handoff conf 100%
No formal escalation was executed on this touch, and none was warranted at this stage.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and apologetic for delays, but did not explicitly acknowledge the impact of recurring outages on the customer’s work or daily activities.
X2 Met Tone & rapport conf 92%
Agent remained calm, allowed time for customer to switch devices, and adjusted pacing appropriately during technical struggles (e.g., file access issues).
X3 Partially Met Overall experience conf 87%
Customer had to switch devices and wait for an email that failed, increasing effort; however, the agent attempted alternative solutions (callback arrangement) when the initial method failed.
Call Transcript34 turns · 34 lines
Speaker 1
... welcome My name is Dakota ... mhm No, and I do have a reference number or a case number. It is 137138. Mhm. Yes. Yes. I just, I didn't, I didn't have time to uh get it done right then. I was on, I was on the, uh, phone with the last individual. Um, she transferred me, uh, transferred me, and she said she would go ahead and, uh, transfer, uh, transfer, uh, transfer me to technical support, because the, uh, she wasn't able to help me with the technical issues. Um, I do, no, I, damn. Um, I'm, I'm stuck on some issues right now. I'm sending stuff to another drive. Uh, okay, it's done. I attached it. Oh no, I attached the file, but it's not attached to the thing. So I'm gonna try to, I'm gonna try to remake it again. How do I - how do I go back to like the... to select it? Is the file on the desktop? Yes, I added it. I selected it. Yes. I uploaded it. I have it from the other stuff. Yes, I can see it. Okay, and can you see it? Okay. I need to stop right like doing that, because it's just swapping between the computers. I'm going to drag it maybe. Mhm, yeah, I'm just dragging it, yeah, it's just swapping between the computers from that one to the other one. Okay, cool.
00:00
Speaker 2
Welcome to Linskis support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Thank you for calling Linskis. My name is Nathan. May I know who am I speaking? Dakota. Dakota. Yes. Is this your first time call in as Dakota? Yeah. Go ahead. Thank you. 137, 138. All right. Let me read the case. Is it the same issue? The same issue?
00:00
Speaker 1
[silence] Yeah, yeah. Uh it's it's even dropping with like a hardwired connection. So I have an ethernet cable that runs to my work computer and it even it'll drop that too. Uh I'm not sure, all I all I know is that when it does drop everything disconnects from the internet.
01:00
Speaker 2
Uh morning. So the issue is that the internet is dropping once or twice a day and total like two times a week. Hm. All right. When you say dropping, is the internet itself or just the Wi-Fi network? But you can still see other network. Like say you can still print. You can still see the security.
01:00
Speaker 1
Yes. Yes. that does OK. Uh no. No. When when the internet drops it is it everything disconnects and then it takes a couple minutes and then it comes right back. But um I don't
02:00
Speaker 2
Okay, so the cameras that's within the network, they're all okay. The problem is coming from the router going from the router to the internet. They're okay. Right, so from the router, you have a network, to the computers, to other computers, it's still functional, they can still see? All right. Do you have access to your... computer? Can you access the router right now? Let's take a look If the firmware is updated.
02:00
Speaker 1
can I do that from my smartphone or do I have to have like an iPad or yeah let me you know give me just a minute and I'm going to move uh some stuff around I do have a computer it's kind of old but it works so if it if it's good enough to work then I can just use that um no I won't be using my work I won't be using my work computer um but I do have another older computer I can try to use I just got to move some stuff around give me just a second
03:00
Speaker 2
computer. You need to have a computer because you need a bigger screen and access to some of the options. Can you try with iPad with a bigger screen? This is a work environment, right? Office. something like that. Or in the house. Take your time.
03:00
Speaker 1
[KEEP_UNCERTAIN] Okay, maybe just a minute. Here you may need an update, but maybe not. And will you need the serial number and everything again? Okay, Okay, all right, I just wanted them. Make sure that if you needed it, I could give it to you.
05:00
Speaker 2
No, I don't I- you already have it. I already have it.
05:00
Speaker 1
O. K. uh. uh doesn't look like it needs an update. Okay. I got a computer here. Yes, I'm connected to the Wi-Fi. Are you still there? Oh, uh Oh, yeah, I'm connected to the Wi-Fi.
06:00
Speaker 2
Dennar y gibber the Wi-Fi. Amir, I'm waiting for
06:00
Speaker 1
my router . .local local my router .local . . . . . . .? ok I I I do have the app downloaded. it wasn't working when I tried uh do I just need to hit the continue to link sys Linksys Smart Wi-Fi? Yes. . . . oh ok and then now it says sign in access develop and then router password uh is it the one that uh we made with the internet or uh is it the one on the bottom? [silence]
07:00
Speaker 2
open a browser and then type the router admin PAS for admin page my router my router .local. See the picture of the phone on the left side. You could click it twice. Yes. Do you remember the router password? No. Then
07:00
Speaker 1
Let's see. Okay. I see it right here. Okay. I see it. It's got it's pulled up like smart Wi Fi tools and the device list and all that. OK, I've got it. Connectivity. Okay. It says nodes are up to date. Yep. Check for updates. Okay, yep, still the same thing. It says nodes are up to date.
08:00
Speaker 2
No, the one, you create a 10 characters with special character numbers and uppercase. That one. You remember it. Yes. All right. Go to connections, connectivity. Mm-hmm. And check for firmware update. Can you click check for updates? Mm-hmm.
08:00
Speaker 1
Does it say anywhere? it doesn't say right here. Do I need to check another tab? ah, details. Uh, current version 1.0.4.205530. Yeah. Yeah, yeah, go ahead.
09:00
Speaker 2
What is the version of the program? It should be in the details. Current version, 5.3.0. Can I put you on hold for a second? Give me around one or two minutes. Let me check in the lab what is the latest version. Okay. I'll be back. [silence]
09:00
Speaker 1
Yes, I'm here. Okay. Yes. Yeah. Now, is this going to be like instructions, because is it not is it not updated? Okay. Yeah, yeah, yeah. [silence].
18:00
Speaker 2
Hey, Dakota, you there? I thank you for waiting. So, I found a latest version firmware in the lab. I will send it to you. Stay with me. The email that you are using is d. w. m. u. l. one three at. Gum male. Correct? Let me see if I can send it to you now. Yeah, I will guide you. Sorry, once you receive it. It's the same pace that we are using right now. [silence]
18:00
Speaker 1
Okay. So, do I need to, do I need to take off at automatic? Because it was. automatically. doing. it. do. I. need. to. take. that. off? go. back. to. the. main. page. okay. let. me. look. for. it. here. I. see. extend. storage. is. it, so you said back at the main page, before the connectivity. okay. man. Oh.
19:00
Speaker 2
Remember that option on the connectivity, the basic. Check for, updates. There's also an option for you there to manually update. Okay. Okay. Go back to the main page. Yes. Scroll down towards the end. Lower right, there's a small letter C A Charlie Alpha, side. privacy policy. click that C. A. towards the lower right. Yeah. Yes. No, no. Connective under you see the links is Smart Wi-Fi, the blue screen. Okay. That's one.
19:00
Speaker 1
Oh okay, so back before we even got in this, is that what you're saying? Yes, yes. Oh. Okay. Okay, I'm on that page, and then we're. Okay. pickup. CA yup, okay, I see it now, yeah, click on that. okay. Connectivity, okay, got it. Oh manual? Yeah, it says no file chosen. This is
20:00
Speaker 2
You remember the blue screen where you see router settings. Connectivity, Troubleshooting. Wi-Fi, Device List. That one. That page. Lower right side. There's a small letter, like a. Blue color. Click it. And then, it will disappear. After you click, Go back to connectivity. And then, you notice there's now a manual. Yeah. Okay. And then, choose the file. I'll send the file to you. Alright. This is how you update it manually. This is a hidden advanced option that we did.
20:00
Speaker 1
Yep. Yep, I'm getting logged in to my Gmail. So when you get it. Sent to me. Sorry, just give me just a second. It wants me to verify. Oh, you're good. There we go. Same. Okay. Log back in. [silence]
21:00
Speaker 2
See if I sent it already. [silence]
21:00
Speaker 1
all right. I'll refresh. yeah, okay. I think I just got it or please upload the latest firmware. okay. and is that that? no, that looks like maybe a ticket number. okay. attachment. I'm looking for anything. I don't see anything. I see the new reply. dear Dakota, please upload the latest firmware. you know, regards from you, and no, I'm not seeing any attachment anywhere. I I see the new reply. dear Dakota, please upload the latest firmware. you know, regards from you.
22:00
Speaker 2
Yes. Give it a minute or two. You should be able to receive it. Okay. Download question attachment. Do you see the attachment? Hmm. No attachment. Hmm.
22:00
Speaker 1
Inbox. Now, not seeing any attachments. I'm making sure I was looking everywhere. Yeah. Okay. [silence] 0.001 --> 0.037 Yeah.
23:00
Speaker 2
Okay. Let me get to another method. Can I put you on hold? Don't worry, I'll be back. I'll be back.
23:00
Speaker 1
Okay. Ah. Mhm.
26:00
Speaker 2
Hi Dakota. Thank you for waiting. Now I know the reason why it didn't send true. The file is too big to send by an email. The email usually maximum is 25 megabytes. The file is 52. So too big. Now I will try to find a way, I don't have the tool right now, to send it to you. And then once I get the way, I will get you give me a callback. [silence] That be okay? [silence] What will? [silence] This will? [silence]
26:00
Speaker 1
Yeah. Yeah, just anytime anytime later today. That's, that's perfectly fine. No. That's that's absolutely fine. Thank you so much for your help. You as well. Bye.
27:00
Speaker 2
would be the best time. Anytime? all right then all right then. Sorry Dakota. I don't have the tool right now to send the file, but I am positively sure this may fix the problem. Thanks Dakota and have a nice day. good afternoon bye-bye.
27:00