V2 Rubric Detail — 3d1d2c58-7fa4-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 16:51
Duration
11m 41s
Contact
415-300-6098
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Albert Dominic Roa
HappyFox Case
#TE00094901
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SUPCALL_WHW03 - no internet

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.94/5
Technical0.62/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.71/5
Overall18.9% (-3.0)

V2 Grader Summary

The agent failed to resolve the issue by promoting the deprecated Linksys app instead of directing the customer to browser-based management as required by universal_app_transition_notice.md. Technical accuracy was poor, specifically the claim that Android apps were the issue for an iPhone 16 user. While local browser access was verified, no further troubleshooting for node visibility was performed. The call lacked empathy, clear next steps, and ownership, leaving the customer unresolved.

V1 Case Analysis

Customer unable to install Linksys app on iPhone 16 and cannot see all six mesh nodes in web UI. Agent incorrectly directed customer to use mobile app despite deprecation, provided no valid troubleshooting, and ended call without resolution or next steps.

Troubleshooting Steps
  • Instructed customer to open a web browser and go to http://myrouter.local
  • Asked customer to enter the router admin password
  • Attempted to verify node visibility in the dashboard
  • Incorrectly advised customer to open and use the Linksys mobile app
Key Observations
  • Agent recommended using the Linksys mobile app at [05:00] despite KB stating it is no longer the recommended method for setup or management.
  • Agent failed to collect basic identifying information (model, serial, warranty) despite troubleshooting a multi-node mesh issue.
  • No troubleshooting flow for missing nodes was provided (e.g., checking LED status, using Pair button, 5-press method, firmware update).
  • Call ended at [11:00] without any resolution, escalation, or scheduled callback, leaving the customer with no path forward.
  • Agent incorrectly assumed the app was a valid management tool, contradicting universal_app_transition_notice.md.
Positive Highlights
  • Provided the correct local web UI address (http://myrouter.local) for accessing the router.
  • Attempted to guide the customer through logging into the router dashboard.
Agent Errors / Gaps
  • Recommended using the Linksys mobile app for setup/management, which is deprecated per KB (universal_app_transition_notice.md).
  • Failed to collect router model/serial number or verify warranty status before troubleshooting.
  • Provided no valid troubleshooting steps for missing mesh nodes (e.g., verify LED status, use Pair button, check firmware).
  • Ended the call without setting any next steps, escalation path, or scheduled follow-up.
  • Misunderstood that Android apps cannot be installed on iOS devices, as evidenced by not correcting the customer's confusion at [01:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still could not install the app or see all nodes at the end of the call; no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent guided customer to access router via myrouter.local and re-login, verifying local access works — a meaningful diagnostic step, though broader troubleshooting was lacking.
R3 Not Met Correct resolution path conf 97%
Agent instructed to use the Linksys app despite its deprecation; correct path is web browser management per universal_app_transition_notice.md.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions about the iPhone model, error messages, or network status; no root cause was identified.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent used local web UI (myrouter.local) appropriately to verify router access — a valid tool for confirming network connectivity.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated 'Android apps are not compatible with your phone' to a customer using an iPhone 16, and promoted the deprecated app instead of browser management per universal_app_transition_notice.md.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent attempted to guide interaction but lost control during confusion over browser access; repeated 'let's do it one more time' shows recovery effort.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms like 'myrouter.local' and walked through steps, though failed to confirm understanding when customer asked for repetition.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not commit to follow-up; call ended with customer saying they would call back later — no ownership demonstrated.
O2 Not Met Proactive follow-through conf 94%
No clear next steps or timeline provided; customer left without direction on resolving app detection or node visibility issues.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 93%
No escalation performed and none clearly warranted — issue was within L1 scope (app deprecation guidance).
E2 Not Applicable Escalation prep & handoff conf 93%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No expression of empathy or acknowledgment of frustration; interaction remained transactional throughout.
X2 Partially Met Tone & rapport conf 88%
Agent persisted with instructions despite customer confusion, but did attempt to rephrase access steps for clarity.
X3 Not Met Overall experience conf 94%
Customer had to repeat attempts to access myrouter.local and was asked to retry app login despite known app limitations.
Call Transcript22 turns · 23 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. Hello Sir. This is Mark from the Linksys level two tech team. This is the best time to call you back. All right, awesome. So under review in your tickets or you have this WHW03note that you're trying to go online? Is that still the case? The app, you cannot install it? doesn't go through. [silence]
00:00
Speaker 2
[silence] no no good yeah what I want to know is what what is the app on my iPhone I cannot install it yes on my iPhone 16 it doesn't go through let me tell let me tell you let me tell you tell you um yeah cause yeah the app um is not it's not [silence] going through what it is yeah the app on my iPhone I'm trying to install it and it doesn't go through my iPhone 16 what is that about exactly where is that app store is that Google no yeah it's the Google yeah Google app store yeah so Google App app store is not responding on my iPhone okay Android apps are not compatible with your phone Android app is the app on my iPhone no a still it's not right
00:00
Speaker 1
Okay. There is. There is. But, uh, how about this? Before we get started, the notes right now are online. All of the notes have a steady blue light. I mean, I'm asking if the nodes are online, a steady blue light, I am asking if the nodes are online and have a steady blue light. Alright. Now, do you have a computer or laptop that we can use? Okay, let's open a [silence]
01:00
Speaker 2
it goes it can't find the router so they didn't put any note there for you that's a waste of your time okay so okay asking me what I'm sorry I think I'm missing what you're saying all of them all of them yes I have a computer.
01:00
Speaker 1
okay. all right, then let's log on to my router. local. my router. local. that's m-y-r-o-u-T-e-r dot l-o-c-a-l. yep.
02:00
Speaker 2
I did. Say it again? All right. [[silence]] I'm sorry. I'm sorry. My router what local? [[silence]] So which one I should go? The first one is a hot [silence]
02:00
Speaker 1
All right. So make sure you're entering the address, the address bar, the very top bar on the browser. Which browser is this? Microsoft Edge. Yes, if you know the address, let's use the address. [silence]
03:00
Speaker 2
To login to Linksys. Dual band. Or my router. I did. I did. And I get the different option. This is microsoft. Do you want me to login to the address of my router? Okay. I don't. I know. I know the address. I don't know.
03:00
Speaker 1
Okay, let's do it one more. time. okay. by the way, what's the address? Is it 1-92, the 168, the 1.1? okay. [silence]
04:00
Speaker 2
By the way, we did this before and everything is good on the computer. Okay. Okay. I get there. Speaker 2: It says link. So why I'm getting the warning when I'm trying to access my router setting in the browser. Speaker 1: Correct. So should I put my password here. I
04:00
Speaker 1
I think you need to click the button below to continue to the next page. Alright, what is it asking? Email and password or just password? Okay, enter the router password. Okay. Well, that's good. Now, let's open the Linksys app on your phone.
05:00
Speaker 2
I did I did I'm in the sign in uh password thinking okay I'm in the dashboard
05:00
Speaker 1
Yes. Uh huh. Uh huh. Okay. Now, is there an option for you to log out? Yes. Okay, let's deal. All right. Yes, log out.
06:00
Speaker 2
he's thinking oh okay I have two option at the existing router or the setup new so existing correct and then find my router that's a message I've been getting for four four or five days it says oops something went wrong we cannot detect your router want to talk call us so I called to log out no no it's not in the first page it is in the first page it is I can log out in the first page do you want me to log out [silence]
06:00
Speaker 1
All right. Do you have the option to log in using the router password? Okay. Choose that. And then, yes, enter the same password you use.
07:00
Speaker 2
Okay. Put the password here. Once we try and we oxygen. Okay. Okay. Okay. Okay. I'm logged
07:00
Speaker 1
Okay. So does it show you all the nodes the network's online? Okay. Does it show all the nodes? Okay, so have you checked all of the nodes earlier if all the nodes have steady blue light? Huh.
08:00
Speaker 2
Hold up, it doesn't show all the notes and the sequence of the notes is different, but I have to... Okay, I said it once. No, it doesn't. It only shows four of them. I have six of them. Started on and in the first page, it says six notes, but when I go to the setting, it shows only four.
08:00
Speaker 1
Is there any red marks that indicates that one is offline or I think there may be a drop down, you need to tap on a specific node to show the other nodes uh, yeah, I'll give you I'll give you this Honeycomb version. ah, hold on. So, if you have pen and paper, that is two one three, two eight nine, three four zero eight, no it's it's three four zero eight. Yeah. That's right, it's Mark. [silence]
09:00
Speaker 2
two one three two two eight nine eight four zero eight, correct? 3408. Okay, so it's 213 two eight nine 3408. and your name? Mark, okay, let me
10:00
Speaker 1
Okay. Chiere. you you're welcome good bye.
11:00
Speaker 2
I go and do some work. And then call you back maybe this afternoon. Or tomorrow. OK, thank you. Thank you. Goodbye.
11:00