V2 Rubric Detail — 46282c74-81ef-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 14:53
Duration
15m 2s
Contact
+447498394040
Issue Type
—
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137440
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer's MacBook Pro is unable to connect.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp3.21/5
Overall68.7% (+48.6)

V2 Grader Summary

The agent successfully guided the customer through configuration changes that improved connectivity (disabling Quick Setup, separating bands), but resolution was not fully confirmed, and key troubleshooting steps were omitted. Technical guidance was accurate per KB, but communication had gaps in empathy and context leverage. The outcome represents a partial resolution due to unverified stability and missed diagnostics.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Customer reported the Mac remains connected after configuration changes ('it seems okay, still connected') but agent did not verify stability over time or confirm symptom elimination; resolution not fully validated.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent guided customer to disable Quick Setup and separate 2.4/5 GHz bands, but skipped foundational steps like power cycle, channel width adjustment, or interference check despite prior firmware/change context.
R3 Met Correct resolution path conf 90%
Agent pursued appropriate configuration troubleshooting (disabling Quick Setup, adjusting security modes) without dismissing the case due to warranty status; best-effort support was provided regardless of warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (Mac disconnects) and asked about router LED state, but did not probe for timing patterns, device-specific factors (e.g., power settings), or root-cause narrowing questions.
T2 Met Appropriate tools / resources used conf 90%
Issue was resolved via web UI configuration changes; no additional tools (logs, remote access) were required, and agent used correct KB-backed guidance for SPNM6x wireless settings.
T3 Met No misinformation conf 95%
Instructions to disable Quick Setup, separate bands, and set WPA2/WPA3-mixed on 5 GHz matched Linksys KB guides (linksys_now_wifi_settings, spnm_wireless_ui_guide) with no technical inaccuracies observed.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced themselves and moved the call forward, but multiple silences, misheard model details (SPMM/SPNM50), and unclear transitions disrupted flow and call control.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms like 'Incredible Wi-Fi' and 'Quick Setup' without explaining their function; customer followed steps but understanding was not confirmed, risking future confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end without transferring, provided a ticket number (137-440) for continuity, and remained on the call until resolution was confirmed.
O2 Met Proactive follow-through conf 90%
Agent set clear next steps ('connect to 2.4 GHz band and monitor connection') with realistic expectations and provided a ticket reference for follow-up if issues recur.
O3 Partially Met Closure confirmation conf 85%
Customer mentioned a prior call and previous Wi-Fi name change, but agent did not reference prior actions, re-asked basic questions, or leverage historical context to avoid repetition.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and actively being resolved without complexity beyond L1 capabilities.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered a brief apology ('I really apologize') but did not specifically acknowledge customer's repeat contact, frustration, or effort; empathy was minimal and not personalized.
X2 Met Tone & rapport conf 90%
Agent maintained a calm, patient tone throughout, allowed customer to test connectivity, and responded without defensiveness despite communication gaps and silences.
X3 Partially Met Overall experience conf 80%
Customer performed all configuration changes manually; while efficient given no remote access, agent could have reduced effort by offering clearer pre-steps or confirming app limitations to minimize repetition.
Call Transcript26 turns · 27 lines
Speaker 1
Yes, good afternoon. I'm calling, I just installed the internet at home through community fiber and one of my device cannot be connected. I think it's just a setting issue because my other devices are okay. But only my Mac keep disconnecting. Keep disconnecting after one, two minutes. So that's. Yeah, my MacBook Pro. So I. Yeah, other devices are working fine. Is only the laptop will keep disconnecting from here. Since a week ago, I installed the new internet that we. [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. This is Regina, gonna help you today. Uh-huh. Your your Mac device, your laptop, but it wasn't working fine.
00:00
Speaker 1
um, ez from, uh, yeah, they just keep disconnecting after a minute, uh, two days ago I called also, I changed, uh, the, the name of the Wi-Fi, but still the same issue is happening. Uh, second time. I'm calling from the UK, in England. Uh, my first name is Jerome, J E R O M E, last name is Mutuviran, M O T W E R E N, R E N.
01:00
Speaker 2
what is this your first time calling us for support layer and your calling from United States yeah I need your first name of lost name make you mmm o o o t w o v four vector e then
01:00
Speaker 1
Victor alpha Oscar echo Romero echo November. Thank you. Yes. Because the account under internet is under the name of my wife, but I'm authorized also. How many. Sorry. Uh, it's not a lot. It's uh, normally I use my laptop. Uh, phone, uh, cameras for my children and the TV obviously and uh, that's it. It's on uh, the air con app and also the Ring bell doorbell. That's it.
03:00
Speaker 2
And your email is Emily underscore Stern at Topmale.com. Okay, I see. And how many links is router do you have there? How many links is devices linked to a router? How many links is router? Okay, so you have one links is device. This is the SPMM.
03:00
Speaker 1
Yes. Correct. Yeah. [silence] Yes. It was connected, but now it says it's still on the network. But when I open the browser Safari, he don't do anything. So I need to close and open it to get the connection. So every minute
04:00
Speaker 2
Okay, So let me just review the case or ticket that you have an our answer. And regarding also what they did with the previous technician. Okay, now do you have a computer or a laptop in your end which we can use to access the web interface? Okay, So kindly connect your laptop to your lincus network. [silence]
04:00
Speaker 1
it's the same thing so it keeps disconnecting the a the route a it's white yes yes, so I changed them uh yes so I changed the name of the Wi-Fi and still not working properly so uh [silence]
05:00
Speaker 2
What is the light indicator of the router? Solid white? Okay. So, using a computer, kindly connect your device to the Wi-Fi name and password of your SP and M50. [silence] What is the light indicator of the router?
05:00
Speaker 1
Because I have an app also for the router to check the system. And I can see after I read some on the app also from the menu. Yeah, I'm on it now. The instant privacy is off. Is that is normal that to let it off or?
06:00
Speaker 2
yes, we need to go to the web interface of the router to configure your wireless settings. okay, so it is actually disabled by default. so let
06:00
Speaker 1
Yeah. Yeah. Yeah. Now it? the note which one? So I'm on incredible Wi-Fi. Oh, the quick setup? To enable it right? Okay. I did it now. Correct. M-W-T-Z-O-S-Y-F-I.
07:00
Speaker 2
For the meantime, and now go to Incredible Wi Fi. And make sure to disable quick setup. Toggle it off, the quick setup, sir. Yes, turn it off. Disable it. And now you can see your 2.4 and 5 gigahertz band. Now what is your Wi Fi name for the 2.4? Okay, currently, it's in Deber James. R-E-B-E-R-J-A-M-E-S. Currently, that's your name.
07:00
Speaker 1
and that's cool uh 2.4 okay uh i have 2.4 and then the security mode is wpa2 personal
08:00
Speaker 2
So, edit that one or just add the 2.4. And then for the security mode, I'll just leave the same Wi-Fi password for the 2.4 and the 5 GHz band. Okay. And for the security mode, is it WPA2 personal for that 2.4? Again, for the 5 GHz band, just leave it the way it is. But make sure for the security mode of your 5 GHz band, it is WPA2/WPA3 mix personal.
08:00
Speaker 1
It's WPA2 personal yeah yes. Ah okay I see WPA2 WPA2 slash WPA3 mix personal right okay let's save now [silence] yeah [silence] processing now [silence]
09:00
Speaker 2
No, no. For the 5 gigahertz band. Click the edit icon and then select WPA 2 slash WPA 3 mix. Personal. Yes. And then scroll down on the bottom and then click, saved. [silence] And then try to connect your MacBook Pro to the 2.4 GHz Bandthor. [silence]
09:00
Speaker 1
Yes. Okay. Because the first one, the five will be the same all for other devices, right? Okay. It's connected now. Uh, just to wait one minute. And the speed will be the same, right? You went to 2.4.
11:00
Speaker 2
So the Wi-Fi name for your 2.4 and 5 GHz band are currently broadcasting, right? Okay, now, try to connect your MacBook Pro to your 2.4 GHz band. Yes. I really apologize. [silence]
11:00
Speaker 1
[silence] okay. yeah [silence] Okay, because um [silence] because other over devices I don't need to reset up. It's going to stay normal, right because [silence] Correct, yes. Yeah.
12:00
Speaker 2
Guys, for example, 2.4, it's actually good for the wide range. But then problem is that there are some devices that recommend to connect with the 2.4. Example for that is your MacBook Pro. That's why we split the bandwidth. And for your other devices, just connect them with your 5 gigahertz band. So you're only one device that would not need. Yeah, because we did not change the WiFi name of your five gigahertz band to avoid any disconnection from your devices that are currently connected. I just asked you to add 2.4 out of the WiFi name of your 2.4 gigahertz. Buzz.
12:00
Speaker 1
The moment, it seems okay, we'll see. Do you mind to wait one minute to see? Yeah, it's connected, but the issue on the mod. After one minute, it's disconnected, but now it seems like it stay Connected. Yeah. Yeah, I think it's fine, but yeah. Yes. Yeah.
13:00
Speaker 2
yeah. sure. [silence] but you mentioned earlier that that this is [silence] successfully connected, right? okay. yeah but of course while waiting um Jerome, [silence] let me provide your ticket number. so just in case you call us again so the next technician can quickly access your information. so it is one,
13:00
Speaker 1
137. Yeah. 137-440. Okay. Perfect. uh... U... let me try again. Yeah, still connected. So should be... I hope. Let's cross fingers I think is okay. In case any issue, I will call back and give this reference again. Yeah. Thank you so much. Yeah. Thank you for your help. Thank you. Bye. Bye.
14:00
Speaker 2
Well, is your MacBook Pro still connected? Okay. Hopefully. Yes. Of course. So don't hesitate to call us back. You're welcome and have a great day. You're welcome, bye for now. [silence]
14:00