V2 Rubric Detail — 317ce7f4-643c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 19:48
Duration
46m 30s
Contact
Linda Haynes
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132819
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup_MR20MS
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall16.7% (-11.3)

V2 Grader Summary

The agent partially resolved Wi-Fi connectivity for mobile devices but failed to address the core Ethernet issue, provided technically inaccurate reset instructions, and did not escalate despite clear triggers. While some basic troubleshooting was attempted, critical diagnostic omissions and lack of ownership led to an unresolved case.

V1 Case Analysis

Customer reported cycling router lights, inability to log in, unknown Wi-Fi password, and desktop Ethernet failure. Agent failed to collect model/serial, incorrectly advised 5-press reset (invalid for SPNM), and did not resolve issues. No follow-up path established.

Troubleshooting Steps
  • Asked customer to connect to temporary Wi-Fi (Linksys Setup) and locate password on router label [11:00].
  • Incorrectly instructed 5-press reset (not valid for SPNM series) [15:00].
  • Suggested using the Linksys app for setup [20:00].
  • Attempted to guide Wi-Fi name and password setup via app [22:00].
  • Asked customer to try different Ethernet cable and switch router ports [41:00–43:00].
  • Suggested bypassing router to test modem connection, but customer did not complete [45:00].
Key Observations
  • Agent never asked for or recorded the router model or serial number, a critical protocol failure for troubleshooting.
  • Provided an incorrect reset method (5-press) for a likely SPNM-series router, which contradicts KB guidance and renders the advice technically inaccurate.
  • Repeatedly asked whether the customer had an iPhone or Android [17:00, 18:00], even after the customer confirmed using an iPhone, indicating poor call control and inefficiency.
  • Failed to verify whether the router had internet connectivity after the reset—only confirmed Facebook access, which is insufficient validation.
  • Did not address the desktop Ethernet issue systematically: no check of adapter settings, driver, or OS-level network reset; only suggested cable and port changes.
  • Call ended without summarizing outcome, confirming resolution, or establishing a next step—operational closure was abandoned.
Positive Highlights
  • Attempted to guide the customer to connect to the temporary Wi-Fi network (Linksys Setup) and locate the default password on the router label [11:00].
  • Suggested using the Linksys app for configuration, which is a valid setup path when accessible [20:00].
  • Recognized the need to bypass the router to isolate the issue and suggested connecting the computer directly to the modem [45:00], showing some diagnostic awareness.
Agent Errors / Gaps
  • Missing model/serial number collection—critical omission for product-specific troubleshooting.
  • Incorrect reset instruction: 5-press reset is not valid for SPNM series; this is a serious accuracy failure.
  • Repeated irrelevant questions (iPhone vs Android) after confirmation, wasting time and degrading efficiency.
  • Failure to verify internet/WAN status post-reset—only tested Facebook, not broader connectivity.
  • Inadequate Ethernet troubleshooting: did not guide customer through adapter settings, driver check, or OS-level diagnostics.
  • No case management: no HappyFox case referenced or created, no follow-up path documented.
  • No resolution or closure: call ended without confirming fix or setting next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer ends with 'it still says the adapter is not working properly' and no resolution is achieved for desktop connectivity.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent guided customer through Wi-Fi setup and app-based configuration, which resolved mobile connectivity; however, skipped core steps like power cycling or checking cable health for the Ethernet issue.
R3 Not Met Correct resolution path conf 95%
Agent never determined warranty status, model number, or ISP type, and failed to offer an RMA or escalation despite persistent hardware-like symptoms.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent never asked for model number, connection type (PPPoE/DHCP), or modem details — only vague questions about lights and Wi-Fi names.
T2 Not Met Appropriate tools / resources used conf 94%
No use of router web interface, speed test, or remote diagnostics; relied solely on verbal instructions without validating results via tools.
T3 Not Met No misinformation conf 97%
Agent instructed 'press and release five times' as a reset method — this misrepresents the 5-press as a factory reset, when it is for node pairing only.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent attempted to guide setup steps but lost control due to poor audio, repetition, and failure to reframe when customer was confused.
C2 Partially Met Confirmed understanding conf 91%
Agent used simple language and repeated steps, but failed to confirm understanding after key actions and used unclear phrasing like 'Alinksistup'.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent said 'We'll figure out later' and never took ownership of the Ethernet issue, abandoning follow-through.
O2 Not Met Proactive follow-through conf 93%
No clear next step or timeline provided; troubleshooting ended without closure or defined action plan.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Persistent Ethernet failure after multiple troubleshooting attempts meets escalation trigger, yet agent never escalated.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent remained polite but never acknowledged customer frustration or repeated effort; minimal empathy shown.
X2 Partially Met Tone & rapport conf 90%
Agent repeated instructions despite confusion, but continued engagement and attempted adaptation in pacing.
X3 Not Met Overall experience conf 94%
Customer repeated same issue multiple times; agent caused unnecessary effort by not consolidating cable/port testing.
Call Transcript56 turns · 71 lines
Speaker 2
welcome to linksys 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.linksys.com. please have your device serial number ready. for assistance, press one now. For out of warranty products, paid support may be available. 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] Thank you for calling linkss. my name is Joseph and help. [silence] products. [silence] Do you have the copy of the receipt? All right. Let me send you an email. To confirm your email, is it R O C K F O R C H?
00:00
Speaker 1
Five that gmail. Okay, I can get my emails from this. Say that. Yes. Hello, are you there? Okay.
02:00
Speaker 2
Yeah, I'm here. I'm sending you an email.
02:00
Speaker 1
Okay. Okay. Okay. Okay. [silence] A whole email in there? Yeah. whole email. Okay. All right. Okay. I think I sent it already. You know, yeah. OK. just replied and sent you a copy OK. of it. and how big of file you was, how long it took to get it uploaded was it? to feet. you don't have to wait it was sent. So it was sent. try to send it again. I don't see the attachment.
04:00
Speaker 2
Can you double check if it was sent? Because I didn't, I don't see there. Let me reload it again. [silence]
06:00
Speaker 1
I said queued. Yeah, I said it had to download it. So it would take a minute. There it is. not sending. Okay, can't. okay. okay. All right. Let me go get Sally. We'll be on the spot. Yes. Did they get it this time yes? She got it. Okay.
07:00
Speaker 2
All right, I think I got it right here. Now, let me just update it.
08:00
Speaker 1
What's the, uh, router? What do you need about the router? It's, it, what do you mean by, like? Um. Can you restate the question, please? I don't understand you. Light of the router? What does that mean? That, I don't understand what that means.
09:00
Speaker 2
What's a light of the router? What is the light of the router? I'm asking what is the light of the router? Yes.
09:00
Speaker 1
the light oh the light yeah my i am than the router everything's plugged in although the ethernet Connection is flat it's green but it's flashing yes and if there's a blue there's a blue like mm-hmm and it's it's even mm-hmm
10:00
Speaker 2
I'm just asking for the light, the light indicator. are you looking, are you with your router right now? double, if double check the router. take a look at the front of the router. there's the word Linksys and below that, there's a light.
10:00
Speaker 1
Okay. Hang on. Okay. Go to my settings. My Wi-Fi. Okay. Okay, it's not connected. Okay, so, link and set up six A is that it? Okay. Okay. All right.
11:00
Speaker 2
Go to your Wi-Fi settings, you can use your phone to connect to the Wi-Fi. If you did not configure the Wi-Fi name, the Wi-Fi name should be Linksys Set up. [silence] Yeah, phone settings, Wi-Fi settings. [silence] And [silence] 6B... yeah, that's the one. That's your Wi-Fi. And then if it's gonna ask you for a password, the password is at the bottom of the router. [silence] Take a look at the bottom part, there's a sticker on it.
11:00
Speaker 1
I was DIII biger, 3G, GII. I I I. OK, let's see. OK. That worked. Will you feel... No, it's turned off, it's turned on, I'm sorry. [silence]
12:00
Speaker 2
I'm not sure. Alright. Now, is your mobile data turn on or turn off? Is it on or off?
12:00
Speaker 1
Okay. Okay. Well, turn it off. Did I get back on? Are you talking on the phone or on the computer? On the phone. Uh, did, did you Do I turn it back on now? Hmm? Should I turn the Wi-Fi off now or turn it back on now? It's off. Okay. All right. Just now what? On the phone? Okay. Okay. Okay.
13:00
Speaker 2
All right, turn it off and then once it's turned off open a browser and then type or search anything to any random site, whatever. Like Facebook or whatever page you wanna access. Oh. On your phone, yeah. All right, I'm sorry, you're breaking out. What was that? Wait, uh, turn on the Wi-Fi, connect to your Wi-Fi, which is your LinkSys set up. And if you're, if your phone is connected, now go open a browser, Safari browser, Google Chrome, Microsoft Edge. And then go to
13:00
Speaker 1
[silence]
14:00
Speaker 2
Yeah. Yeah, Facebook, YouTube, whatever website you want to access. [silence]. site can't be reached, you say? All right.
14:00
Speaker 1
Okay. One, two, three. Hey, four. Okay. Alright, it reset. Now waiting for it to go clear again. Doing something. It, it's kind of flat a, a little bit, it's not a light, but it's y y not steady, yet. So I'm just waiting for it to.
15:00
Speaker 2
for. Bottom of the router, there's a reset button. Press and release that five times, but not too fast, not too slow. You have to do it five times with one second gap between presses. Don't prolong the press. Uh-huh. So what's the light in front of the router now? The light in front of the router. Okay. Okay.
15:00
Speaker 1
It is, well, no, it's still, it's almost, yeah. And now it's going back and forth a flashing so I'm still waiting. Yeah, just complete, it doesn't know what it wants to do. It still goes to the blue and then it goes back to the white. I don't know what it's doing Not yet. Oh, wait a minute. Wait a minute. I think it is now. Yeah, now it is. It now solid it is. It's a solid blue Should I Try that again?
16:00
Speaker 2
But so it's not solid still blinking not yet it is solid blue, right? Or it's not. So that means the internet is working. Can you can you go to your phone settings.
16:00
Speaker 1
Okay. yes. Mmhmm. it's already set up. it's said I'm on it. it says I'm connecting. it says it's got the check the blue check mark that I've said I'm on. it says connect to the internet. but I'm I'm already connected. it's iPhone
17:00
Speaker 2
[silence] you go to your phone settings, and go to Wi-Fi settings, and then look for the I mean, find the Wi-Fi name again, Alinksistup connect your phone to that. It says connecting, connected. All right. Go [silence] Is it iPhone, I mean, your phone, what's your phone? Is it iPhone or Android? [silence] So you're breaking up. Uh, [silence] Is it iPhone orAndroid? Now, I'm asking a different question. Is it iPhone orAndroid? I Alinksistup connect your phone to that. It says connecting, connected. All right. Go [silence] Is it iPhone, I mean, your phone, what's your phone? Is it iPhone or Android? [silence] So you're breaking up. Uh, [silence] Is it iPhone orAndroid? Now, I'm asking a different question. Is it iPhone orAndroid?
17:00
Speaker 1
Okay. Okay. Uh, yeah. Okay, let me do that. Okay, I have Facebook. I don't know what you mean. Like your mobile data that was powering your phone before the Wi-Fi? Yeah, it was Facebook, but I don't know if I can open something else. No, this is the question. Are you using more data? How much data? Um, I'm using Wi-Fi, because otherwise I'd turn it off and try it without it.
18:00
Speaker 2
the mobile data is turned off right but you can open the facebook connector to the Wi-Fi correct well try to open something else like anything.
18:00
Speaker 1
I've got the Wi-Fi on. I still don't understand. Lexi, can you look at the phone and see if it's using Wi-Fi or data? And yeah. Yeah, uh okay. I want to change my pa - the password to the password I've always had. How do I change the password? Well, first, we gotta get it connected to your - Yeah, I - what I need to do though, first, before anything is get it connected. My - my phone is working with the router. My computer desktop is not. And it says the ethernet adapter is not working properly. [silence]
19:00
Speaker 2
your router is working. If you're connected to the Wi-Fi and you can open a website, so that's working. So if this is, do you want to set up a Wi-Fi name and password for it? Or what do you want to do because it's already set up? Do you have the Linksys app installed on your phone? [silence] Just so.
19:00
Speaker 1
from my desktop computer. Okay. I have to open the linkships. App. I don't know that I have the linkships. App, uh, I don't I have my spectrum app. I do not have linkships app. So I need to do that. Okay. I don't want. That's what I'm looking for. Okay. Okay. L I K S. Linksys.
20:00
Speaker 2
All right, we'll figure out later. Just for now, we'll set up a Wi-Fi name and password. Just open the Linksys app. If you don't have the Linksys app, download it. So set up your Wi-Fi. Yes, we'll have to do that. We can also use your computer. But since you mentioned it's not connected, so how about we use the app right now?
20:00
Speaker 1
पॉल, सीन, एक और, एक और. यह तो सिर्फ लेंगस्तेस की नाम है, इस पर? ओके, मुझे मेरा बाप. मैं मुझे तो बस. ओके। [silence] Your modem or phase of it. It's connected. It's already connected. Editorial notes. That's already done. Your guide is solid. Okay. Name your Wi-Fi. Name it. Okay. Um [silence] O. O. K. O. K. For your Wi-Fi for your Wi-Fi password. [silence] the email address doesn't combination with the password well am I supposed to use the password I just set up that's what I did wrong No, it says email address and password combination is incorrect. So. There's a skip for now where it says skip for now okay okay we already did this the router password step.
21:00
Speaker 2
like oh hold up what do you see on the screen right now let me catch up okay can you skip that part there's a button skip for now yeah
24:00
Speaker 1
Okay. All right. I have a pass for your hate. That's my mom. Mm hmm. Sorry is that that's my mom. Okay, got it. Step two. Return to the app. Next. Select your new wi-fi. Okay, go to your phone settings. Go to settings and select your new wi-fi. Okay, color phone setting. Okay. Is this the mark-up? Yeah, it works. okay. Straight. Okay, that's done. Okay, it says internet online and my iPhone router is working, but it says my iPhone is offline. Oh, there it! Okay? Let me see what's going on here. I didn't go down far enough. Hang on, it's still twirling.
25:00
Speaker 2
This is the whisper transcript. [silence] Are you in the dashboard now? You can see the devices online? Okay. All right, so let's go to computer and...
29:00
Speaker 1
Okay. Now I have to log in all over again, I guess. So my email and password don't match. Wait a minute. I know what I did. I know. What I did wrong, never mind. Okay. Now try it. Nope. It's not taking the password. Yeah. And it wouldn't do it. Okay, let me hold, that's what I'm doing. I'm doing the router password instead. Nah, now it's saying that's the incorrect password. That's the password I set up.
30:00
Speaker 2
Are you trying to log in using your email? Do not do that because it's not going to work. Use the router password instead. There's two option to log in.
31:00
Speaker 1
Our Password. All right. Let me try this. One. Uh-huh. Yes, okay. This time used the wrong password. Put the right password. Yes, no, I changed it to what I wanted. Uh-uh. So, okay. And now I go to its internet speed. devices, I want to go to the devices. You know I'm connected? Where's my other phone? Check the settings. Make sure I'm connected to the Wi-Fi. Just checking. Yes. Okay. It says I'm connected on both phones. No. I'm checking the computer itself. And it says it's not connected to any network. No. It's it's it still says the adapter is not working properly connecting to my desktop computer. So it's I have fine on my phones but nothing with my desktop computer still.
32:00
Speaker 2
So, the the phone and computer is now working, correct? That directly connected to the router and there is a switch in between. What's up, operating system of your desktop? [silence]
35:00
Speaker 1
my operating? It's a Dell, um it's sitting. It's Windows 10. Uh uh. No, the desktop. It's a Dell desktop. OptiPlex 70 80. Uh-huh. directly connected to the router. Mhm. Using an ethernet cord. Yeah. [silence]
36:00
Speaker 2
is it a Windows 10, 11, a Mac? Windows 10. Is it a laptop? Oh, yeah, you said it's a desktop. So, yes, I just remembered. So that is directly connected to the router, right? Which port of the router? Which port?
36:00
Speaker 1
I, I, I'm using the brand-new one that came with my that came with my modem, my brand-new spectrum modem. So it's a brand-new Ethernet connection and that's connected to the router from my modem and then I have a brand-new separate Ethernet connection that came with the Linksys that's connected to the computer. Yes, it is. Yes. Yes. it's reading it.
37:00
Speaker 2
do you have a different I mean extra Ethernet cable? So you confirm that the links that that the computer is directly connected to the router Ethernet port and and it's reading it right? [silence]
37:00
Speaker 1
It's nothing, it still says it's not connected correctly. Yeah. So routers. They're just not. I just don't. Okay. Okay. I'm using my personal. Okay. Okay. Alright, change the screen. Let me try a different thing here. There's only one port. There's only one Ethernet port on my computer, so I can't change that. And I already changed it on the router. It's still not working. Sir. Somehow the settings got changed on that computer. She had a previous framework that also could not connect, but because it was out of warranty, she was unable to connect with the previous framework. Now she has a new one and those settings still haven't been changed to make that. Somehow, somehow You have to help get that the settings corrected. Okay. That's what I'm going for a control panel control panel. under settings. Second one up. There, there it is. Okay. Okay. What am I looking for? Okay. Okay, it says they're not connected to any networks. Okay, let me click on that. This says network cable unplugged. Broadcom NetLink.
38:00
Speaker 2
All right. Let's go to control panel on your computer. All right? Go down and look for networking and internet. Look for change adapter settings.
40:00
Speaker 1
mm gigabit something or other. what the heck is that? okay. A different cable. we've already had that. we have another cable. we can do that. Yeah, I'll do it. What kind of cable do we need? got that blue one. Yes. that blue one? Yeah. I've got this one. Yeah. that's an ethernet cable. So we choose this one instead of the yellow one? No. no. the black one. switch off the black one. that's one that's connected to the computer. Oh, okay. this one. um does um to um the router is mine. router to the computer. all right. let's try this one. all right. [silence]
41:00
Speaker 2
The network cable is unplugged, that means it did not read the cable. Can you try a different cable? Yes. We're going to try again. Ethernet cable.
41:00
Speaker 1
[silence] We're going to start. We're going to do work hold my hand. So that didn't work. One turn a different table. I don't know.
42:00
Speaker 2
So, is one side of the call now using a different cable? I mean, one side of the call?
42:00
Speaker 1
yes. yes. that's the that's the impact from the router to the computer. uh the ethernet cord. yeah. it's. on the router on the router it's in one. let me change it to it. let me just change it there. okay it's in number four now. yeah I had it in number one. you know. and nothing was happening in one. at least in number four it was flashing.
43:00
Speaker 2
That cable is connected to the computer now, right? The other end of that cable. Where is it connected to? Which port? Yeah, which port there's four again? So which port? Is it port 1, 2, 3, 4? You're saying something. I cannot hear you. You're breaking up. Can you try the port number one? Wait, then use number two then? All right, then use number four.
43:00
Speaker 1
For. No. That was the other network connection. Oh. I just don't get it. Okay. Okay, I think it's now. Well, there's no light at all. I was looking at the light from the ethernet connection, which is flashing. It's not, it's not stable. I didn't know why it's flashing. All right. Let's try the number 50.
44:00
Speaker 2
yes let me confirm. Did you now plug into port 4 right? Correct. And there's a light like red and orange right? I mean green and orange. What about 2 and 3? You said number 2 and 3.
44:00
Speaker 1
No, please go to your... I'm changing it over here. Maybe I... Yeah, it's not... Yeah, I can't change anything there. That's all set up right. You might need to go over here. You might need to go over here. It just says the Ethernet adapter is not working properly. It won't make it work either. Either. Okay. Either. To connect my computer to the modem. Mhm. Yeah, bypass the router. Alright. Okay. Got it. So instead of this one to here... Okay. Okay. I think you need to do a different... Mhm.
45:00
Speaker 2
Let's figure out which one is causing the problem here. Can you directly connect your computer to the modem? Is that possible? That's right, pass the router yet. We're going to reconnect the the the router later. But for now, we're going to figure out which one is causing the problem here.
45:00
Speaker 1
No, I understand what he's doing. He's trying to find out if the... Come on, get out.
46:00