V2 Rubric Detail — 2c4c91e4-6441-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 20:24
Duration
29m 45s
Contact
315-730-5956
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided proper troubleshooting, provided materially incorrect technical information, and failed to escalate a warranted case, effectively abandoning resolution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to diagnose a multi-device connectivity issue, provided factually incorrect information about WPA2 and firmware support, and avoided escalation by recommending hardware replacement. No resolution was achieved, and customer effort was high due to repeated holds and misdirection.

V1 Case Analysis

Customer unable to connect two work laptops (Wi-Fi 6E) to WHW03 mesh. Agent gave incorrect technical advice (WPA2, firmware) and recommended hardware upgrade without diagnostics or self-help.

Troubleshooting Steps
  • Collected router model (WHW03) and serial number (20J10C6B).
  • Advised power cycling the router.
  • Suggested forgetting the Wi-Fi network on the laptop.
  • Recommended separating 2.4 GHz and 5 GHz bands.
Key Observations
  • Agent made materially false technical claims: stated Wi-Fi 6E devices cannot use WPA2 (false — WPA2/WPA3 are standard), and that WHW03 has no firmware updates (false — firmware updates exist as late as 2023).
  • Agent prematurely recommended hardware replacement without checking router settings (security mode, band steering) or laptop driver compatibility.
  • No warranty or support eligibility discussion despite model and serial provided.
  • Agent failed to offer any self-help path (KB article, email, chatbot) after recommending paid hardware upgrade.
  • Hold times totaled ~10 minutes with minimal explanation or progress updates.
Positive Highlights
  • Agent correctly collected the product model (WHW03) and serial number (20J10C6B) from the customer at [02:00].
  • Agent acknowledged hold time and apologized for delays at [13:00] and [19:00], showing basic empathy.
  • Agent asked customer to check Wi-Fi adapter driver version at [16:00], which is a relevant diagnostic step for Wi-Fi 6E compatibility.
Agent Errors / Gaps
  • Incorrectly claimed at [26:00] that Wi-Fi 6E laptops do not support WPA2, stating 'your laptop is Wi-Fi 6E already and it doesn't support for the um security personnel WPA2' — this is factually false; Wi-Fi 6E devices fully support WPA2/WPA3.
  • Stated at [27:00] 'There is no firmware update already for this Linksys router that you have' — contradicted by Linksys KB which lists firmware updates for WHW03 up to version 2.1.0 (2023).
  • Failed to verify the router's security mode despite having access to Linksys Smart Wi-Fi; customer was on the blue settings page but agent did not instruct to check or change WPA2/WPA3 settings.
  • Did not check or advise on band steering, channel settings, or 160 MHz channel compatibility, which are common issues with Wi-Fi 6E on older mesh systems.
  • Did not collect or verify customer contact details, case number, or warranty status despite having model and serial.
  • Recommended purchasing new hardware without first offering self-help resources (KB articles, email troubleshooting guide, chatbot) after customer expressed frustration and declined upgrade.
  • Excessive hold time (~10 minutes total) without clear updates or progress communication.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concludes the router is outdated and cannot support the laptop, advising purchase of a new router without resolving connectivity; no functional outcome achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asks about password, parental controls, and suggests a power cycle, but skips key steps like checking firmware, separating bands, or testing with another device on same network.
R3 Not Met Correct resolution path conf 90%
Agent recommends outright replacement instead of pursuing troubleshooting, escalation, or checking for firmware updates despite WHW03 still being in active support lifecycle.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies symptom (laptop won’t connect) and asks about security mode and driver, but fails to logically sequence diagnostics or consider common causes like 5GHz compatibility or MAC filtering.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never accesses router UI, checks firmware, or uses any diagnostic tool; relies solely on verbal description despite having model/serial and customer logged into Smart WiFi.
T3 Not Met No misinformation conf 95%
Agent incorrectly states: 'Wi-Fi 6E does not support WPA2' (false — WPA2 is backward compatible), 'no firmware update available' (WHW03 has received updates post-2020), and that the model is 'outdated' with no fix.
Communication
C1 Not Met Clear & professional language conf 90%
Multiple unexplained holds, loss of conversational thread, no clear framing or transitions; agent fails to maintain control or structure.
C2 Not Met Confirmed understanding conf 95%
Agent misgenders customer (uses 'sir' repeatedly to female caller), uses confusing technical language without adaptation, and does not confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent avoids responsibility by pushing customer to buy new hardware instead of escalating or continuing troubleshooting; no ownership demonstrated.
O2 Not Met Proactive follow-through conf 90%
No specific next step, timeline, or follow-up offered; only suggestion is to purchase a new router, which is not a support resolution.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Multiple devices failing to connect, customer frustration, and unresolved issue after partial troubleshooting — valid escalation trigger; agent fails to escalate.
E2 Not Met Escalation prep & handoff conf 85%
No escalation performed; therefore execution criteria cannot be met.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offers only generic apologies for hold time; no acknowledgment of customer’s four-hour effort, repeated failures, or frustration with product.
X2 Not Met Tone & rapport conf 90%
Agent continues with scripted prompts despite customer irritation and confusion; tone and pace do not adapt to emotional state.
X3 Not Met Overall experience conf 95%
Customer repeats device details, endures two long holds, and is given incorrect advice, significantly increasing effort without progress.
Call Transcript40 turns · 42 lines
Speaker 1
You got that. [silence] Do they remember? [silence] Uh, yes. [silence] I'm having a problem. My grandson is staying with me and he can't get his laptop to sign on.
00:00
Speaker 2
welcome to lynx, this support. To ensure quality service. Your call may be monitored. For in-warranty products. Our support team is available to help with performance and hardware issues. Register your product by visiting register.links.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products. Paid support may be available depending on your. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hello, thank you for calling lynx support. This is Sharon. How can I assist you today?
00:00
Speaker 1
Tyler? Tyler. It shows the network, the network shows up on my laptop and then it says, can't connect to this network. My laptop will connect to my hotspot, it'll connect to other Wi-Fis, etc. It's only my work laptop that will not connect to the Linksys Mesh System. We call Spectrum. Nothing is wrong with the network itself. I've troubleshoot with my help desk for four hours today. They went through everything, laptop's fine. [silence] Tyler, what's the error you're getting? Checking network- Checking network requirements. Checking network requirements says, then it says, can't connect to this network, my laptop will connect to my uh, hotspot, it'll connect to other Wi-Fis, etc. It's only my work laptop that will not connect to the Linksys Mesh System. We called Spectrum. Nothing is wrong with the network itself. I've troubleshoot with my help desk for four hours today. They went through everything, laptop's fine.
01:00
Speaker 2
[KEEP_UNCERTAIN] What's the error mom on when you try to sign in Yeah
01:00
Speaker 1
So it's something with the router. So tell them how we were on links and client Google. We logged into the links portal as well, to try to like add a device that way. And it wouldn't save anything whenever we, we click save or add, etc. Yes, I did I did. Yes. done all that. Yeah. Material number is well, the model number is WHW03. material numbers 20J10C6B.
02:00
Speaker 2
All right. I see, right. Did you input the correct Wi-Fi password or try to forget the network again, and then turn wireless on off? Is that right? Can you provide the model number and the serial number of your Linksys router? [silence] [silence] [silence]
02:00
Speaker 1
se7six, sixonezero, seven. No parental control. Go back to the portal. Log into your chat. I'm telling you, log back into whatever I had you logged into. Oh. No, it wasn't. You closed out of it. I didn't need That's
03:00
Speaker 2
that it. and have you tried to check sir if the parental control of this router that you have is on and you are huh if you okay [ silence ]
03:00
Speaker 1
Hello. [silence] Right. [silence] what? [silence] say that again. Oh, my laptop, we can get. Yeah, there there, uh, her laptop is known device on on the links, Linksys Smart Wi-Fi, and she's connected to the Wi-Fi. So I'm I'm we're logged into the portal right now. Yep. [silence] Yeah. [silence] Yeah. [silence] We can click on them right now.
04:00
Speaker 2
Yes, sir. Let me get one moment here. All right. Alright. Where did you access the router settings? Is it on the other computer or laptop or is it on your phone? All right. All right. Can you go, um, you are on the link the Linksys Smart Wi-Fi page where there is the blue page. Is that correct? Okay. Are you on the parental controls?
04:00
Speaker 1
Yep, and they're all. Uh-uh. Uh-uh. Nope. There's no devices or there's Android devices. It's not the network's not a known network on my laptop because I've never been able to connect to it. That's what we're having the problem connecting. Yes. Yes, I'm
05:00
Speaker 2
Yes, please. All right. Is it on or off? Alright so it's off. And you can't find your laptop on that device list, correct? All right. Can you forget the network on your laptop again, sir? Try to access it again. Okay. All right. Did you try to go to the Wi-Fi settings on the laptop where your Wi-Fi is not connected? Or have you- are having trouble?
05:00
Speaker 1
I've trouble seeing my laptop. Yeah. Okay. Again, again, it's not it's not a known network. I can't forget it because I've never logged into it. Yes, I input the password but it never connected, so it's not a known managed network. Under the network status, it only shows my laptop.
06:00
Speaker 2
So, go to the Wi-Fi settings and try to forget the network again. Can you see there the option delete network or forget network? But you input the password, correct? All right, go there. Wait, wait, um, wait one moment here, sir. [silence]
06:00
Speaker 1
yours
07:00
Speaker 2
is it okay if i put this on hold for about three to five minutes i just need to pull up some resources here all right thank you so much to stay on the line i'll be right back
07:00
Speaker 1
Yep. how are you? all good. My laptop it's a HP Elite book and it runs on windows yeah HP Elite book and it runs on windows 11 with an Intel Core Ultra 7 processor
13:00
Speaker 2
Hello, sir. Yeah, thank you so much for patiently waiting on the line and I do apologize for the long hold. And also, sir, just to confirm, may I know what's the model of your laptop? [silence] OK, so it's an HP Windows 11, correct? That's correct, HP Envy 13 inch. Alright. With regards to this one, sir, since only your laptop cannot connect to the internet, may we know if it's a wired or wireless connection? Wireless. Alright. And I also apologize, sir. Can you please restart your router or unplug the power cable for 10 seconds and then plug it back? And then try to connect your laptop to the internet again. How do I restart the router? No, you just need to unplug the power cable.
13:00
Speaker 1
No, there's another device. No, we have another device, isn't that? There's another work laptop. My, fiance's will not connect either. [silence] It's, uh, the smart, the, the towers we have, flip our smart connected. They flip between 2.4 gigahertz and 5 gigahertz, and my laptop is compatible with either.
14:00
Speaker 2
I connect to the Linksys router, so it doesn't mean that so it doesn't mean that the problem is the Linksys router. If multiple devices are not connected to the Linksys router, then that's the time we will consider that it's the Linksys router fault. However, only this device is not connected to your I cannot have you tried to separate the band of this router that you have sir. Maybe it's not compatible um, with the 5 GHz. [silence] All right.
14:00
Speaker 1
um I I believe so the 00:00:08.104 - 00:00:08.304 00:00:08.644 - 00:00:08.814 And in 00:00:09.684 - 00:00:09.844 yeah unsure which is connected. 00:00:13.434 - 00:00:13.784 Yeah. 00:02:22.144 - 00:02:22.424 Missed. 00:02:30.404 - 00:02:30.654 Please. 00:02:30.654 - 00:02:32.394 We have to go. 00:03:03.684 - 00:03:03.964 I'll I'll go. 00:03:03.964 - 00:03:05.474 As long as I can play piano. 00:03:09.94 - 00:03:11.834 Thank you.
15:00
Speaker 2
and the other laptop is it HP also uh yes sir I'm so sure all right
15:00
Speaker 1
Yeah. Yeah. uh the w i f I driver. Yeah, I'm on my device here. Yeah, go ahead and
16:00
Speaker 2
Okay, one moment. All right. Can you go to the device manager settings on your laptop, or? And kindly provide the device manager on your laptop. And then go...
16:00
Speaker 1
and then go where? But are you, are you asking for the network, uh, adapter drivers number? Are you ask, asking okay? Specifically, the wi-fi one? Is that what you're asking? Yeah, the, the driver version, the driver version is file version 10.0, 13, Microsoft Corporation provider, it's 19.
17:00
Speaker 2
And just provide to. And provide to me the software number. You don't need to update. Just provide to me the software number. Yes. Yes, the network adapter number. Yes. The wireless.
17:00
Speaker 1
see how you do on that point oh oh yeah, it's an Intel our wi-Fi cafeie ax 211 160 Mz which is mega heart.
18:00
Speaker 2
5-0 OK. One more. OK. Now. Please bear with me. [silence] All right. Please bear with me for a moment.
18:00
Speaker 1
and Somebody going to fucking shit. Go to your, uh, Settings, your computer settings. Well, Settings. And then, click Settings at the top. So.
19:00
Speaker 2
Is it okay for you for folks to just call and hold again for three to five minutes? I just need to pull up something here. Thank you so much.
19:00
Speaker 1
silence Is that a moment? Hello. Hello. Wait. Oh, just one second. He had to step away. Here, he wants- here he is. What do you got to do? What's going on? Hello? [silence] Yeah. [silence] Yeah. WPA2 personal or WPA2 slice, WPA mix personal. [silence] No.
20:00
Speaker 2
Hello, sir. Yes, thank you so much for patiently waiting on the line. Um kindly access the page again, the link is Linksys Smart Wi-Fi page. All right. All right. access the link is Linksys Smart Wi-Fi page again, the blue page. All right. go to the Wi-Fi settings. All right, under the security mode, sir, kindly click, um, what are the security modes showing? is it WPA2? There is no WPA3. Personal. Um, there is enabled.
25:00
Speaker 1
Is that because the version of the mesh system that we have is so old that it doesn't support? [silence] Okay. Got it. Okay. So what can you do it so it will? [silence] Yep, perfect. Thank you. See you. Now. Okay, so I just, I just got a couple questions. So you're saying if we have a newer laptop, the system I have won't support it?
26:00
Speaker 2
yes, sir, that is correct, that's why it doesn't support the um laptop that you have since your laptop is W uh Wi-Fi 6E already and it doesn't support for the um security personnel WPA2. alright. Alright, um for that one, mam, what I can highly suggest is for you to upgrade to a latest router like a router with a uh I mean Wi-Fi6 or Wi-Fi 6E already, or Wi-Fi7. alright. Thank you so much. Have a good one.
26:00
Speaker 1
every time it changes, you have to get a new system. I thought these systems were supposed to be updatable, so you didn't have to. [silence] well then, why would I go with Linson if you can't, if you can't support it? The whole purpose of buying them is that it supports the upgrades.
27:00
Speaker 2
Yes, ma'am. Especially if your laptop is Wi-Fi 6E or Wi-Fi 6 already. This one was already outdated. There is no firmware update already for this Linksys router that you have. So, might as well is to purchase a new one, ma'am. This is already outdated. There are latest routers, um, of Linksys, um. There is MX6200 that can, um, access the Wi-Fi or supported Wi-Fi 6E or Wi-Fi 6 laptop and that router is Wi-Fi 6E already.
27:00
Speaker 1
So, I can't utilize what I have. Okay, I guess I don't understand what the benefit of buying these are then, if they can't. Up with the changes. What would do? So there's no. So don't bother buying them. I wouldn't even bother then. I guess I'd go elsewhere.
28:00
Speaker 2
that can support up to six gigahertz. If you have upgraded devices, ma'am. five, Ifive. Okay. Yes, ma'am. I do apologize. Yes. For this model, you don't need to purchase this one, since it's an old model and you need to purchase latest one. Um I respect your decision with God is of that one, ma'am.
28:00
Speaker 1
But the Linksys isn't working if it won't work with the new device. I mean, isn't that the purpose of having it? Okay. Goodbye.
29:00
Speaker 2
As long as the linksys is is is working, then it's okay. However, just to set the proper expectation, it will not. There are some limitations with the routers, especially the firmware. It will not last um. up to how many years maybe the linksys. Can can last up to 10 years, but not for this Wi-Fi 6 already or Wi-Fi 6E cuz it stops the firmware already since 2020.
29:00