V2 Rubric Detail — 29c96e20-7971-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 19:30
Duration
29m 56s
Contact
Mike Randall
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136047
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer's Ring cameras are experiencing buffering.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall61.5% (+39.5)

V2 Grader Summary

The agent achieved partial resolution by restoring solid blue LED status and improving Ring camera connectivity through band separation. While troubleshooting lacked strict logic and tool use, the agent demonstrated ownership, empathy, and sufficient technical guidance to advance the case. The interaction falls short of full resolution due to unverified WAN status and lingering customer uncertainty, but does not warrant failure across all indicators.

V1 Case Analysis

Customer reported router with blinking red LED and no internet. Agent failed to identify model, misinterpreted LED states, and instructed unnecessary SSID changes. No verification of WAN connectivity. Attempted to troubleshoot Ring camera (out of scope). Provided ticket number but no clear next steps. Issue unresolved.

Troubleshooting Steps
  • Advised power-cycle of router and modem.
  • Instructed to access 192.168.1.1 with ethernet cable disconnected (invalid).
  • Guided through changing Wi-Fi SSIDs (adding _2.4 and _5.0) and security settings.
  • Attempted to troubleshoot Ring camera connectivity (out of scope).
Key Observations
  • Agent never collected model, serial number, or warranty information — a critical protocol failure for product support.
  • Instructed customer to access 192.168.1.1 with ethernet cable disconnected — this is technically invalid and contradicts KB guidance.
  • Misinterpreted LED states: blinking red (WAN/mesh issue) was not properly diagnosed; solid blue (healthy) was ignored as resolution.
  • Directed unnecessary and potentially disruptive SSID and security mode changes with no troubleshooting justification.
  • Drifted into out-of-scope troubleshooting of Ring camera at [16:00], which is not supported by Linksys.
  • Failed to verify if internet was restored after solid blue LED appeared — a critical accuracy and resolution failure.
  • No clear summary or next steps — call ended abruptly after providing ticket number.
  • Empathy was expressed early but lost due to chaotic and incorrect guidance.
Positive Highlights
  • Expressed empathy at [02:00] regarding customer's knee surgery, acknowledging physical limitations.
  • Provided correct local router IP address format (192.168.1.1) despite invalid access context.
  • Provided ticket number 136047 for future reference, maintaining case continuity.
Agent Errors / Gaps
  • Failed to ask for or record product model and serial number — violates core support protocol.
  • Instructed customer to access router web interface at 192.168.1.1 with ethernet cable disconnected — this is impossible and contradicts KB (universal_access_point_mode.md, ea_series_router_setup.md).
  • Did not recognize that solid blue LED (reported at [01:00]) indicates successful internet connection — contradicts led_intelligent_mesh_consumer.md and ax_maxstream_wifi_connectivity.md.
  • Provided unnecessary and potentially harmful Wi-Fi SSID and security mode changes without diagnosing actual issue.
  • Attempted to troubleshoot Ring camera at [16:00] — this is out of scope for Linksys router support.
  • Did not verify WAN/Internet status after power-cycle — a fundamental troubleshooting omission.
  • Gave confusing instructions involving 'C-A' in EULA — no such procedure exists in any KB article.
  • Failed to summarize next steps or provide a clear follow-up plan — poor call closure.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 88%
Customer confirmed Ring camera working 'a little bit better' after band separation and solid blue LED achieved, but internet stability and error 2298 were not fully confirmed.
R2 Partially Met Diagnostic thoroughness conf 86%
Agent guided customer through power cycle, LED observation, web interface access, and band separation — steps that addressed symptoms, though sequence was disorganized and lacked systematic WAN verification.
R3 Partially Met Correct resolution path conf 84%
Agent pursued reconfiguration path due to error 2298 and connectivity issues; acknowledged customer’s physical limitation but continued with remote troubleshooting instead of dismissing, adapting process to avoid repeated unplugging.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (error 2298, red LED), led customer to observe LED states and access router UI, but did not ask about modem lights or WAN port status to isolate root cause.
T2 Partially Met Appropriate tools / resources used conf 84%
Agent relied solely on verbal instructions and customer-reported LED/status feedback; no remote tools used, but issue was resolvable via guided self-help using standard KB procedures (SSID separation, security settings).
T3 Met No misinformation conf 90%
Instructions to separate SSIDs with _2.4/_5.0 suffixes and set WPA2/WPA3 mixed mode are consistent with EA/MR series best practices. Error 2298 is not in KB but guidance on band separation for IoT devices is a standard technical recommendation.
Communication
C1 Partially Met Clear & professional language conf 83%
Agent maintained conversation flow despite disconnection, guided through multiple steps, but lacked clear framing and allowed confusion to persist around interface navigation and band assignment.
C2 Partially Met Confirmed understanding conf 81%
Agent used 'ma’am' incorrectly but otherwise adapted language to non-technical user, repeated instructions, and confirmed actions; could have simplified further but avoided excessive jargon.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case from start to end, did not transfer, and followed through on guiding the customer through reconfiguration despite disconnection and complexity.
O2 Partially Met Proactive follow-through conf 85%
Agent provided ticket number for follow-up and implied ongoing support availability, but did not specify timeline or proactive next contact; closed with open-ended 'feel free to call us back'.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted — issue was within L1 scope and partially resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent acknowledged customer’s knee surgery, apologized for limitations, and showed patience during repeated confusion; demonstrated genuine empathy beyond scripted responses.
X2 Partially Met Tone & rapport conf 84%
Agent adjusted pace to customer’s ability, repeated instructions, and stayed engaged despite confusion; misuse of 'ma’am' and occasional disfluency reduced effectiveness but did not break rapport.
X3 Partially Met Overall experience conf 83%
Agent minimized effort by guiding customer through necessary steps remotely, avoided unnecessary repetition, but required manual UI navigation that could have been clearer; customer still expressed confusion on device assignment.
Call Transcript52 turns · 56 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hi. This is Regent from Linksys technical support, giving you a call back because we got disconnected earlier. I'm talking with Mike Rundle. So what is the light indicator of the router? Is it solid red? Oh, were we able to unplug that originally?
00:00
Speaker 2
## High. ## You are. ## Yeah, when we disconnected the thing it it I it lost Internet. ## I mean it lost the phone. ## Whatever. ## I lost it lost contact. ## Oh. ## Oh. ## No, it's blue. ## Solid blue. ## We unplugged it for about 25 seconds, and then I plugged it back in. [silence]
00:00
Speaker 1
ok, can't unplug that one. are you in a WiFi call still? are you in a WiFi calling? yeah, because regarding with this issue, we really need to unplug the ethernet cable and try to access the web interface if the error still displays or we need to reset and reconfigure your linksys mesh system.
01:00
Speaker 2
I realized you weren't on the phone anymore. I plugged it back in. Yeah, I'm on a WiFi call with you. That's what just happened. You had me unplug it. I unplugged it. I lost the call with you. I waited 25 seconds and then I plugged the cord back in to the router. It was red, flashing red. Then it now is solid blue.
01:00
Speaker 1
Yeah, because since the error 2298 kept displaying when you try to access the web interface. So either we really need to unplug the ethernet cable, but then the problem you will disconnect 'cause you're on a Wi-Fi Calling, or reset and reconfigure your Linksys, the same thing, you will disconnect because we need to start from the beginning or scratch, reset and then set up.
02:00
Speaker 2
I'm, I'm, I don't know what it is you want me to do, ma'am. I just got, you know, this is very hard for me right now, because I just had knee surgery. So getting up and down on the ladder or whatever is is very tough for me. Now, you want me to to disconnect this thing again and lose you again. And then you call me back and then we start it all over again.
02:00
Speaker 1
ERROR: "I'm sorry, the prompt is truncated and does not include the necessary input for me to transcribe it accurately. Please provide the audio text from the first channel for transcription. "
03:00
Speaker 2
Okay. So, you want me to unplug this for how long? I don't know what that means, but whatever. Okay. I'm going to unplug it. How long do I wait before I plug it back in because I'm going to lose you. Well, how do we know if the error still is based you just you we just unplugged it.
03:00
Speaker 1
yes, 192, you need to enter 192.168.1.1. no, 192. yeah, but then the problem is, yeah, but then the problem is that 1, okay, 192.
04:00
Speaker 2
Okay, so you want me to unplug it and then go back to the computer and click, okay, or whatever? Reset. Yes. Reset, click reset and that that number comes back up while it's unplugged. And then let's see if that number comes back up. What? Oh crap. What? I got enter that long number again. That 191, we write that down somewhere. Oh no, the one. What's the six, the recovery key. 192. Go ahead. 192. Ma'am, go ahead. it.
04:00
Speaker 1
192. 168. 1.1. yeah and then after that once you already accessed the web interface you successfully reset the router password yeah because we cannot we cannot access your router settings due to the error 2298 since it asks you to disconnect the ethernet cable
05:00
Speaker 2
Yeah. Okay. She went really fast, Betty, so I can't tell if I'm getting this right. 192.1 168.0 1. 1. Okay. And you're gonna call me back? I'm leaving this unplugged. That means you can't call me back. Well, I'll be able to call. Ma'am, I don't know what you're talking about. I don't have no idea what you're talking about. Re-re interface
05:00
Speaker 1
All you need to do is to make sure that there's no error displayed when you try to access the router setting.
06:00
Speaker 2
Okay. Okay. Now, now make sure you're on that one nine two thingy. I am other than it's you know cross office is dynamic change admin password. Why start all over? Yes, start all over.
06:00
Speaker 1
yeah, make sure the router is solid red. What is the light indicator? of the main router. okay, try to access 192.168.1.1.
07:00
Speaker 2
Oh, she's on the phone. She's still on the phone. Okay. I'm going to try this password. And so you want me to look and see. Red, blinking red. And that's what she's doing right now. Oh, I think I see her. I
07:00
Speaker 1
Okay. I know, connect the ethernet cable back. Okay, just leave, do not leave the page, sir, but connect the ethernet cable back to the parent node. To the internet port of the parent node.
08:00
Speaker 2
Okay so, I guess you do resend or whatever and save that. Okay, now now what? I don't know now what. Hang on. Let me put her on speaker. Okay, we're we've done that and now we're at something called smart Wi-Fi tool. Smart Wi-Fi tool. Can you hear? Okay. Clear. Okay. Cool, clear. Cool. Cool. Cool. Okay. Hold on. [silence]
08:00
Speaker 1
Okay. Let's just wait for that one to turn solid blue. Still blinking red? [silence] And check the ethernet cable if it is properly connected from the modem to the Internet port of the parent node.
09:00
Speaker 2
they on that page Betty okay cable's connected cable's connected no flashing red at the moment Watch your head.silence yes although on the on the computer it did put a check mark into internet but is it still red yes solid red now solid red
09:00
Speaker 1
Okay, now, on the web interface, ma'am, kindly scroll down on the very bottom. and then, on the bottom, you can see a very small option. Kindly look for the end user license agreement. on the very, very bottom. Yeah, and in line with that, you can see the two Caps lock letters, C-A. No. Click C-A. There's a C-A there. Yes.
10:00
Speaker 2
Just turn blue. Turn blue. Okay, 100 and seven. Okay, I'm scrolling down on that. In in in user license agreement, that what you said? Yeah. And then in user license agreement, okay, so I'm going to click on this in user license agreement. Oh, go back. Go back. Hold on. There is no back clicked at there. Okay. I I what I don't see where it says. CA. There's no. Oh, there's a CA at the end of it. Click on that.
10:00
Speaker 1
on the left side, click wi-fi settings, router settings, connectivity, troubleshooting, then wi-fi settings, eh
11:00
Speaker 2
Yes. Okay, so it click on that. Waiting. You need to click down here, Mike. Mike, click on here. Okay, now it's come back to to the screen. Uh, okay. Can I ask question on the Wi-Fi settings there's a Ding Map. Uh, 3 with 2.4 gigahertz, and there's a Ding.
11:00
Speaker 1
okay now for your 2.4, because this router is a dual band. Now for the 2.4, kindly add, yeah, kindly add underscore on the 2.4. Go ahead. Yeah, click Wi-Fi settings on the left side. Okay, now on the Wi-Fi name of the 2.4, kindly add underscore 2.4. [silence]
12:00
Speaker 2
[KEEP_UNCERTAIN] Yeah. Matt 3 with a 5 gigahertz. Why is that? Oh, dual band, you have. We have. Two of them? Okay, okay. So I'm gonna click on the ones with the What? Four, four. Okay. So I am going. There's a two. There are two Okay, I'm just gonna click on on the Wi Fi settings like you told me. Okay. Okay. I'm on Wi Fi settings now. And there are two of them. Yes. You can't understand. I'm sorry. I cannot understand what you're telling me to do on the Wi Fi name do what?
12:00
Speaker 1
for your Wi-Fi name. Yeah, what is your Wi-Fi name for the 2.4? Yes. Just leave the current Wi-Fi name, but put _ 2.4 after your Wi-Fi name. [silence] Yeah, that's only for the 2.4 gigahertz band. Then for the security mode of the 2.4, make sure it's WPA 2 personal. And for the 5 gigahertz band, just leave, uh wi-fi name, and put _5.0, okay. And also, make sure that for the security mode of the 5.0, also WPA 2 personal.
13:00
Speaker 2
okay so on the top one that has it we're going to go underscore 2.4. is that do I leave in the current Wi-Fi name? okay. underscore after the name I'm putting underscore 2.4. now what? Right. WPA2 personal. Yes.
13:00
Speaker 1
For the security mode, make sure it's WPA 2 slash WPA 3. Mixed personal for the 5 gigahertz band. So on the 5 gigahertz band. Click Yeah, click the drop down arrow. Then select WPA 2 slash WPA 3. Mixed personal and use the same Wi-Fi password to all of the bands. [silence] For the 2.4 and 5. [silence]
14:00
Speaker 2
Okay. All right. Both of them say WPA 2 personal. But she said a select, the dropdown. Okay on the dropdown L on that. Okay. Okay. Next personal. Okay. Got it. Do we put that password in that we had we used to log in or what? [silence]
14:00
Speaker 1
Now your Wi-Fi password, click the view icon. So check your Wi-Fi password for both bandwidth if they're the same. Okay. Click apply and proceed to yes. Click yes to apply the changes. Yes. Yeah, because your other devices are working fine. You've got a better speed. So I'm not really sure what's really
15:00
Speaker 2
OK. Yeah, both of. those there, hold on, I'm checking to make sure. Yeah, both of those are still the same. applying changes, your router is applying changes. The action you perform may cause devices to temporarily lose connection. this may take a few minutes, please wait. So, I'm going to say OK. [silence]
15:00
Speaker 1
Going on with your Ring camera, that won't connect. But can we try to connect? It with your 2.4, if it will work now. Your Ring camera. Try to connect it with your 2.4. And for your other devices, just connect them with your 5 gigahertz band. 5 gigahertz band will provide a better speed, but for a short range. Certainly, connect your ring. Ring cameras to two point four sir
16:00
Speaker 2
I don't know how to we just had somebody come to the front door and I don't even see it on here. I don't know how to had I'm trying to connect it.
17:00
Speaker 1
So if you're going to check your other wireless devices or you have two WiFi name now. One for the 2.4 and one for the 5 gigahertz band. So now kindly connect your Ring camera to the 2.4 to verify if it is now working. [silence]
18:00
Speaker 2
Well, um, I don't know what you wanted us to do. I I mean, I'm on the Ring camera. Um. That's just what we they're all goal. Let's go live. Okay, so, I mean, the the Ring camera.
18:00
Speaker 1
Yeah, that's why try to connect it with your 2.4GHz.
19:00
Speaker 2
You know, it, it, it shows live, but like I just said, we just had somebody, the mailman just walked up to the door. I, I could hear him, uh yet it didn't come up on the ring camera. I don't know how to connect it to the 2.4, ma'am. I, I'm. I don't see on here where it shows.
19:00
Speaker 1
So how it works, is it by using the, an app or it needs to access its sentence. So make sure your phone is also connected to the 2.4. Make sure both devices are connected to the 2.4.
21:00
Speaker 2
We're trying to look for someplace. That has where it's connected. Yeah, if it the ring the ring is an app so it's an app on the phone. Um, hold on while you get my phone.
21:00
Speaker 1
I don't really apologize sir that we don't have any physical connection and technician, but then the Ring cameras is really not part of our scope to troubleshoot it we already separate the bandwidth of your Linksys router, so all you need to do in your end is to connect it with a 2.4 if it works now.
22:00
Speaker 2
Is there any way that you can just send a technician out here to our place? And and and OK. OK. I'm I'm doing that now. I got mine to do that. Let me see if I can get his to do this.
22:00
Speaker 1
[silence] Okay, how 'bout your rear camera, huh?
23:00
Speaker 2
Okay, so he is now connected to the Dingbat24 on his phone. Okay. Well, let me go back and see what it has on there now. Hold on. I, we, the problem was we can't find a place on here that shows what the Wi-Fi is. So, hold on. I'm looking for it. [silence] Okay, so, on, Amazon is not a link. When you go apps and services, you know, we have nothing on that one.
23:00
Speaker 1
So if you're going to set up a brain camera, make sure both devices, So, since it works through an app, so make sure your phone and the security cameras are both connected to the 2.4. [silence] And is your ring camera work now?
25:00
Speaker 2
Okay, well both of our phones are now set on this. I would I would yes. Yes. [silence]
26:00
Speaker 1
[silence] Okay, so at a moment, since your ring cameras recommended to connect with the 2.4, go for it. But for other devices here that will connect to the 5 gigahertz band, just connect them to that bands because it will provide a better speed. But since your security cameras are set up outside, uh for other devices that break... Yeah, just connect your other devices to five, gigahertz bands since it will pro bro um - it will provide a better speed. But for the ring cameras, it really needs to connect with the 2.4 since it is placed outside.
27:00
Speaker 2
Ok. Yes. It it's working. Looks like it's a little bit better. Yes. Ok. Ok. So I'm sorry. Oh, Oh. Whoa woah woah. Whoa what did you say? and a little slower. You said make sure Go ahead. Go ahead. Ok. So wait, I don't know what's connected to uh to the uh
27:00
Speaker 1
Yeah, but we did not change but we did not change your Wi-Fi name and password 4 5 GHz band so those devices are still connected to your network. yes but of course if you if Yeah, but if you need more assistance just feel free to call us back so it's okay just use this ticket number 1 3 6 0 4 7 it's your ticket number so just in case you're you call us again so for the next technician to probably
28:00
Speaker 2
whatever. Yeah, the five, I, five, gigahertz. The five gigahertz. I have no idea what's connected to that. I would think that's probably the computers. But, anyway, okay. Okay. And we should just leave them on that. Okay. All right. Well, I don't know what else you can. Go ahead. Sorry. I'm sorry. Sit, what, what was that again? What am I doing?
28:00
Speaker 1
Uh, record here in our system. Just use the ticket number 136047. Okay, you're welcome Mike. And have a great day. Take care. Bye for now. And can you please end this call for me? Thank you. You're welcome. Bye.
29:00
Speaker 2
Okay. Ticket number. All right. All right. Thank you so much, ma'am. You too. Bye bye. Bye bye. Oh, thank you, ma'am. Bye bye.
29:00