V2 Rubric Detail — 303a814a-6972-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 10:57
Duration
24m 38s
Contact
Michael Booth
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133566
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: 5Ghz Not Working_LN1100
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect reset instruction (30 seconds vs documented 10–20 seconds) — constitutes a critical technical inaccuracy that derails troubleshooting.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve the 5 GHz visibility issue and provided a materially incorrect reset instruction (30 seconds), contradicting documented procedures. While ownership and next steps were clear, the lack of tool use (admin interface) and technical inaccuracy prevented resolution. Customer effort was high, and no progress was confirmed, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports 5 GHz network not broadcasting and child nodes failing to pair on LN1100. Agent advised SSID rename, reboot, and factory reset with incorrect 30-second hold instruction. Did not verify v1/v2 model or LED behavior. Issue unresolved. Advise correct 10-15 second hardware reset with child nodes off, then reconfigure. Follow-up required.

Troubleshooting Steps
  • Renamed the 5 GHz SSID to a simpler name
  • Rebooted the router
  • Advised a factory reset via web UI or hardware button (incorrect duration)
Key Observations
  • Agent incorrectly instructed a 30-second hardware reset (KB specifies 10-15 seconds for LN1100).
  • Agent used non-KB term 'recovery reset' which is not documented and may confuse the customer.
  • Failed to confirm whether the device is LN1100 v1 or v2 before discussing LED states or pairing behavior, risking misinterpretation of LED feedback.
  • No verification that the SSID broadcast was active or that the change took effect before moving to reset.
  • Warranty, serial number, and model verification were not collected early or used to guide troubleshooting.
  • Customer had already performed a reset, but agent did not assess the method used before recommending it again.
Positive Highlights
  • Maintained a polite and empathetic tone throughout the call.
  • Acknowledged the customer's frustration and previous attempts with the chatbot.
  • Asked for customer name and contact details at the end to create a record.
Agent Errors / Gaps
  • Incorrect factory reset duration: instructed 30 seconds instead of 10-15 seconds (contradicts KB for LN1100).
  • Introduced non-KB term 'recovery reset' which has no basis in documentation.
  • Failed to ask for v2 label confirmation before discussing LED states or pairing behavior, risking misinterpretation of LED feedback.
  • Did not verify that the SSID broadcast was active or that the change took effect before moving to reset.
  • Provided ambiguous reset guidance without confirming the customer understood the LED feedback sequence.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ends call without resolving 5 GHz visibility; final instruction is to call back if still failing, indicating no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent suggests SSID rename, reboot, and factory reset, but skips verifying model version (v1 vs v2), checking internet connectivity, or confirming 5 GHz broadcast via admin interface.
R3 Met Correct resolution path conf 90%
Agent follows logical escalation path: basic troubleshooting → factory reset → offer to escalate if unresolved, appropriate for persistent configuration issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Identifies symptom (5 GHz not showing) and asks about LED and security mode, but fails to confirm model version or check for firmware issues, missing root cause analysis.
T2 Not Met Appropriate tools / resources used conf 97%
Agent does not use admin interface to verify 5 GHz settings despite customer being logged in; relies solely on verbal guidance when direct verification was possible and necessary.
T3 Not Met No misinformation conf 98%
Instructs customer to hold reset button for 30 seconds — contradicts documented 10–20 second requirement for LN1100; materially incorrect instruction that could impair reset success.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintains basic control but includes long silences, abrupt transitions (e.g., jumping to 'play that bio motive'), and fails to set expectations for troubleshooting duration.
C2 Partially Met Confirmed understanding conf 90%
Uses terms like SSID and WPA2/3 without confirming understanding; customer shows confusion (e.g., 'pulsive between red and white'), but agent does not adjust explanation.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case throughout, does not transfer, and follows through with guidance and documentation (collects name, email, ISP).
O2 Met Proactive follow-through conf 95%
Provides clear next steps: factory reset with child nodes off, reconfigure, and call back if unresolved — specific, actionable, and realistic.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and issue had not yet reached a point requiring L2/L3 involvement (e.g., hardware fault, firmware bug).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Polite but generic ('I see', 'Thank you'); does not acknowledge customer’s frustration with chatbot or repeated resets, missing empathy opportunity.
X2 Partially Met Tone & rapport conf 90%
Maintains steady tone but does not adapt to customer’s confusion or slow pace; customer repeats status updates, indicating lack of alignment.
X3 Partially Met Overall experience conf 90%
Customer performs multiple manual steps (SSID change, reset, power cycles); agent could have reduced effort by guiding direct admin UI verification instead of indirect workarounds.
Call Transcript31 turns · 39 lines
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence]
00:00
Speaker 1
Hi. I'm having trouble with my LN 1100. Um it's not on my the device is not showing my 5 GHz network and I can't
01:00
Speaker 2
[silence] Hi, thank you for calling Linksys. My name is been. I'm going to help you today.
01:00
Speaker 1
I can't pair up my child nodes to it as well. [silence] And I've been through your chatbot as well and they've not been able to resolve it either. [silence] I've just want to know if you've just done a power reset. So it's currently just in setup mode. It's pulsing blue at the moment. But prior to that, it was a static asynchronous solid white and then the nodes have been a solid blue. [silence] uh correct. Yeah. So it's not it's not showing on my on my laptop, my my uh iPhone. [silence]
02:00
Speaker 2
what's the light on your LN 1100? [silence] I see. So your LN 1100 earlier was solid white but as you mentioned the 5 GHz wasn't showing up.
02:00
Speaker 1
And I believe I have all the settings on because nothing, nothing has changed. [silence] Correct. Yeah. My 5g is running in a separate name. And so my, the 1100 is now returned back to a solid white. I have tried that with the chat bot, I've put a test, I've put test on the end of it as well. But to know that I'm not given a lot of options.
03:00
Speaker 2
I see and you've already separated the 2.4 and 5 gigahertz. Is that correct? I see. If that is the case, try changing the wifi name on the 5 gigahertz instead. For example, the wifi name right now is ellen 1103 gigahertz. Try changing it to something different like apple 5 gigahertz to see if it shows up afterwards. [silence] And where did you try to change the settings as well?
03:00
Speaker 1
To change settings actually. I'm very surprised how limited my options. I'm currently on my. I'm on my laptop, so I'm logged in to the router. To the main router. But there's not a lot of options for changing. Sorry. The security mode is. Is mixed. So it's the WPA2, WPA3 mixed. And then the. The bot is asking me to change it to WPA2 and that still hasn't done anything either.
04:00
Speaker 2
once again, what device did you use what device did you use to change it and what was the security mode in it what was the security mode on the 5ghz I see. [silence]
04:00
Speaker 1
Okay. It's the same name as the 2, gigahertz, but it's got underscore 5 gigahertz at the end of it to obviously make it stand out different to the 2 gigahertz, which the 2 gigahertz does show on my devices. it was yeah. So that happened yesterday and it's... [silence] Okay, I'll go review that here. N 1 2 3 underscore...
05:00
Speaker 2
Thank you so much for that one. What's the VWiFi name that you created for the 5 gigahertz as well? Lastly, was it showing up before? All right. Try changing it to try changing it to something very simple. Instead of like having the same name and then as you mentioned you've already put test at the end of it, try changing it to somewhere like a very simple just letters or numbers like 1,2,3_5-Gigahertz. Those kinds of WiFi names.
05:00
Speaker 1
oh. so router just applying the changes. and i'll just turn my Wi-Fi on. oh. it's five gigahertz it's showing just on asterisk ter net in five gigahertz is showing but it's showing under the old name. not under the Yeah. I have on me settings, my laptop still starting to do something again now, and I'm saying waiting
06:00
Speaker 2
Can you double check if you can connect to that one as well? [silence]
07:00
Speaker 1
My laptop's still doing something. I have tried to connect the 5 GHz, I put the password in, it's got a tick on it on my eye on my phone, so yeah. Would suggest it's it's paired up but no, it's yeah, it had done it and then it's gone back to on it it's got a spinning wheel on it and it's saying waiting.
08:00
Speaker 2
is the changes in the web interface done applying it All right. Let's wait for it until it finishes the changes. [silence]
08:00
Speaker 1
No, still just spinning. It's never taken this long before. Oh, it's gone from - I was gonna say it's white but just looked at it's gone to red. There's a solid red at the moment. [silence] Okay, so what what's the method for the first reboot? Is it just like a a 30 second power cycle one? [silence]
10:00
Speaker 2
And what's the light on your linksys LN1100? Alright, so as of the current moment, you have two options. She as of now, the first one is to reboot your LN1100 again. After a reboot and it turns to a solid white light, double check if the Wi-Fi name now changes to the 1, 2, 3 _____ 5 GHz that you change. However, if it still would not apply those changes, the last option that you can consider is a complete factory reset and reconfigure it all over again from scratch.
11:00
Speaker 1
OK, I shalt do that now then. Let's just plug that back in so let it start up. [silence] Okay, so it's gone through the cycle of the the pulsing blue, which I believe is saying it's going through setup and it is now Hmm... speakin' with pulsive between red and white at the moment. [silence] At the moment it is solid red. Um. They are. They're solid blue. Uh not at the moment although my laptop that's like it's trying to log the page is refreshing to show that there's a connection coming through. Uh it's just changed to solid white now. [silence] Um it's just [silence] my [silence]
12:00
Speaker 2
All right. What's the light right now on your Linksys? I see. How many LN 1200s or the child nodes are currently turned on? All right and no changes on the LN 1100. Double check if the WiFi name is showing up.
15:00
Speaker 1
So at the moment, it's just the 2 gHz showing on my phone as available. I can't see the the 5. I'm just logging back into the rooter to see what name is sitting on there. And it has saved the name is 123 underscore 5 gHz.
16:00
Speaker 2
I see. All right. Can you go back to the home screen and can you play that bio motive?
16:00
Speaker 1
Yeah. Okay. It's broadcast SSID. Yeah, that is says yes. Okay.
17:00
Speaker 2
find at the very bottom a very tiny text that says and user license agreement and at the very bottom you write C A. Okay. once you're in C A, go back to Wi-Fi settings. All right now in Wi-Fi settings is the SSID option there currently toggled on or off. For example like uh it's one two three underscore 5 gigahertz. Okay. Yes, Yes. I see. Uh all right, thank you so much for that one, even though it's already saying that it should broadcast the SSID, but unfortunately it isn't. You might need to consider a factory reset on this one. set it back up all over again from scratch, same process and everything. you can change
17:00
Speaker 1
But I have, I have internet access. Okay, right, okay, yeah.
19:00
Speaker 2
I see. If there's no further changes after a complete factory reset, please turn off your child nodes when you're just doing just a parent node only, so that there'll be no interference that's causing it as well. If there's still no changes after a factory reset and re-configuration, please call us back immediately as well. What also helps is you can also try calling your internet provider to see if there's any kind of off network disruptions on their end, just to re-confirm only. Yes, we do understand that there is an internet access, however separation such as 2.4 and 5 gigahertz is completely different. That's why it also needs to be inquired if 5 gigahertz or 2.4 gigahertz or 6 gigahertz if you're using it is currently available on their end.
19:00
Speaker 1
Well, no, but I say I've already done a full system reset, so I don't know what we're looking to achieve out of this because I did just say that I've already done this. Uh, I can't remember. Probably, yes. [silence]
20:00
Speaker 2
All right. Is there anything else as well? Yes. We do understand that you have already performed a complete factory reset on your end. However, on our end yet, it hasn't been documented. That's why it still needs to be done at least just for measurement on our end. When you did the factory reset initially, were your child nodes turned on? Child nodes currently affects in terms on how you reconfigure and set up the entire system all back up from the very beginning. So, when turning or performing a factory reset, your child nodes must be turned off. So, as
20:00
Speaker 1
Right. Okay. Um explain to me just the pro uh the process of doing a system full reset just to make sure i've done it correctly. Right um right, obviously I'm going to do it again but no the full system um the factory setting one. [silence] Um right uh Yes.
21:00
Speaker 2
Only that your parent node is the one that you're configuring right now. The last option that you can consider is what we call a recovery reset. A recovery reset where it sets it back up to its previous firmware so that it can just compare if there's any changes done on the current firmware. The recovery reset. The recovery reset is. I'm sorry. The factory reset, there's two options for it. The first one is through the web interface. All you have to do is just go to troubleshooting and go to diagnostics. There, there is a factory reset option. The second one is the hardware option where you'll just have to hold the reset button for 30 seconds and it will complete the factory reset and allows you to set it back up from scratch. Those are the two options to factory reset the unit. All right. Thank you so much for that one. Uhm can I ask to whom am I currently speaking with as well so I can create a record? Is it spelled as B-O-O-V-E? T-H? Thank you so much. And what's the email address? I? Thank you so much. And lastly, may I also know the internet service provider?
21:00
Speaker 1
Too. Yeah, okay. Right, okay. Thank you. Thank you. Thank you, sorry Bye.
23:00
Speaker 2
all right thank you so much for that one sir Michael. so once again after all the troubleshooting that suggested to you still no changes immediately call us back we'll double check everything on our end. if all troubleshooting steps that's basically done as well we will be able to escalated it on our end as well all right. thank you so much for calling Linksys for now take care and have a great day bye bye as well. Once again, thank you so much for calling Linksys. Take care and have a great day, bye-bye
23:00