V2 Rubric Detail — 466195e6-64ed-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 16:56
Duration
43m 39s
Contact
Kevork Topalian
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall55.7% (-0.3)

V2 Grader Summary

The agent verified firmware was up to date and restored app access, but did not resolve the underlying intermittent WiFi drops. Technical accuracy was maintained and tools were used appropriately, but deeper diagnostics were skipped, resulting in a partial resolution. Ownership was demonstrated, though next steps lacked specificity.

V1 Case Analysis

Customer reports intermittent Wi-Fi drops on Velop mesh; requested firmware check. Agent incorrectly directed to 'myrouter.data' and suggested 'admin' as default password. Guided through password reset using 5-digit recovery key. Confirmed firmware is current via app. No resolution for connectivity issue. Agent offered to email troubleshooting steps. Model/serial/warranty not collected.

Troubleshooting Steps
  • Attempted to access router admin page via myrouter.local and 192.168.1.1.
  • Incorrectly stated URL as 'myrouter.data'.
  • Suggested 'admin' as default router password.
  • Guided customer to use the Linksys mobile app when web access failed.
  • Walked customer through router password reset using the five-digit recovery key.
  • Verified firmware version is current via the app.
Key Observations
  • Agent provided materially incorrect technical guidance: stated 'myrouter.data' instead of 'myrouter.local' and suggested 'admin' as default password without model confirmation.
  • Agent failed to collect product model, serial number, or verify warranty status, violating core protocol.
  • Troubleshooting flow was inefficient and reactive, with no systematic approach to diagnosing Wi-Fi drops (e.g., no WAN check, no modem power cycle, no node LED verification until late).
  • Agent demonstrated poor call control, allowing extended silence and confusion without regaining structure.
  • Despite errors, agent remained calm and guided customer through recovery key process, enabling firmware verification.
Positive Highlights
  • Maintained a calm and patient tone throughout the call despite customer frustration.
  • Correctly guided the customer through the 5-digit recovery key password reset process.
  • Confirmed firmware was up to date via the app and explained automatic update behavior.
  • Eventually pivoted to the app when web access failed, preventing total dead end.
  • Offered to email additional troubleshooting steps, providing a concrete next step.
Agent Errors / Gaps
  • Stated incorrect URL 'myrouter.data' at [05:00], which is not a valid Linksys access point and contradicts KB.
  • Suggested 'admin' as default router password at [26:00] without confirming model, which is factually incorrect for many Velop models.
  • Did not collect product model number, serial number, or verify warranty status at any point.
  • Failed to follow a logical troubleshooting path for Wi-Fi connectivity (e.g., verify WAN status, power-cycle modem first, check node signal strength).
  • Allowed extended silence and confusion without regaining control or summarizing progress.
  • Did not confirm whether the customer could access the app before initiating web-based steps, leading to avoidable loops.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer states 'I don’t understand why it’s unstable... but anyway it’s not the firmware. Okay.' — issue remains unresolved and no corrective action was taken for the core problem.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent guided customer through power cycle, app login, and firmware check, but did not perform deeper Wi-Fi diagnostics like checking wired vs wireless performance, channel congestion, or device interference.
R3 Partially Met Correct resolution path conf 91%
Agent confirmed firmware was up to date and offered email instructions, but did not establish a full troubleshooting path for intermittent drops, such as checking channel width, DFS interference, or device overload.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (intermittent WiFi drops) and verified firmware, but skipped key diagnostic steps like testing wired connection, checking for DFS channel use, or evaluating network congestion.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used local access (myrouter.local), the Linksys app, and password reset procedure — all valid tools for this scenario and correctly interpreted results.
T3 Met No misinformation conf 98%
All technical information was accurate: correct use of myrouter.local, firmware auto-update behavior, router vs Wi-Fi password distinction, and password complexity requirements.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent provided step-by-step guidance but had multiple silences, repeated instructions, and failed to set clear expectations or structure the troubleshooting flow effectively.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but introduced terms like 'recovery key' without explanation and did not consistently verify understanding after complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on the call, did not transfer, and took responsibility for guiding the customer through login issues and firmware verification.
O2 Partially Met Proactive follow-through conf 90%
Agent said 'I can send you some email instructions' but did not specify content, timeline, or follow-up action, leaving next steps vague.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and agent made reasonable effort.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent used minimal acknowledgments ('yeah', 'okay') but did not express empathy for customer frustration or validate the difficulty of intermittent issues.
X2 Partially Met Tone & rapport conf 86%
Agent remained patient but did not adapt pace or tone to customer’s confusion; repeated troubleshooting steps were not streamlined.
X3 Partially Met Overall experience conf 90%
Customer had to manually reinstall app, reset password, and retry multiple times — agent could have better anticipated obstacles and reduced effort.
Call Transcript64 turns · 75 lines
Speaker 1
Good morning. Actually, it's not morning anymore. It's afternoon. I have a very bizarre...
00:00
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.linksite.com. Please have your device's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service option, 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. Hi, thank you for calling Linksys. This is Julee, how can I help you today?
00:00
Speaker 1
I issue which is intermittent and that's why it is so difficult to get a hold of any remedial action very easily. Um, I've spent about a week with the people who provide the, um, modem, which is Spectrum. Uh, and the issue is that it intermittently drops the Wi-Fi. And the the the modem looks perfect. The, the green lights are there. The the wiring is done, has been checked many times by Spectrum. And most of the time, the Wi-Fi is working wonderfully. And one of the things they suggested was maybe the firmware of the router may need to be updated. So that's what I'm calling. Is there a way you can check? to ensure that the firmware on the the Linksys router that I have is up the date, because I thought it would automatically update, but they told me no, it does not automatically update. It is. Yes, correct. I have had difficulty in getting the app to work because I have to have stability in the Wi-Fi for it to communicate with the router and every time it tries, it you know, it just the Wi-Fi drops off and it doesn't work, so I cannot at the moment, I cannot use the app itself and I was wondering whether you can do it centrally.
01:00
Speaker 2
przemiosła Ł.Just to... verify this is this is Mr. KWWARC Copalian if I pronounced it correctly. Okay. Um did you're not using the Linksys app to check your or manage your network or? Not yet. Hmm.
02:00
Speaker 1
you can't okay okay so what do i do okay one moment let me go and get the browser new window okay my router
03:00
Speaker 2
[silence] We cannot, like, do it here on our end luckily remotely, but you can access the, yeah, you can access the web interface using the website myrouter.local so for us to check and manage your network there. We can also check if the firmware is up to date or not. So you need to access it. So you have to, on your computer, make sure it's connected to your network and then open up a browser. And All right. And then on the web address bar, type in myrouter.local.
03:00
Speaker 1
my router local. Uh huh. Oh, it put a dot. Yeah, okay. all right. Well, something in Google came up. Google.com, search my router.com. Oh, here we are. Accessing the Linksys Smart Wi-Fi router. Launch web browser. Okay. Something came up with Google automatically saying, accessing the Linksys Smart Wi-Fi router Interface using the local access link. Is that what I'm supposed to be looking at? No. Okay, let me start again. What what what did you say? I'm supposed to.
04:00
Speaker 2
local. make sure you type in the website on the URL bar, not on the search bar so that it will direct you to the page.
04:00
Speaker 1
My router.local, let me do that again, because it did things automatically without my... Okay, let me delete all this, start again. Okay, my router.local. Then I press return, oh, there is my router.local LICKSYS, there are several my routers coming up on three or four lines just below the where I've got it, so do I click on my router.local space link sys that one.
05:00
Speaker 2
Myr router.data. Yep, a nod. Um, at the very top, can you see a long address where you can see HTTPS colon forward slash? Can you see that at the very top?
05:00
Speaker 1
No, it says this site can't be reached. One second, let me load. No, it just says this site can't be reached. It must be, a Safari, let me, to go to Chrome instead of Zero Tech Mobile. Let me go to Chrome instead is probably more stable. Okay. My router.local and Ipressed return. It says this site can't be reached. Let me go to settings to see if the. Yes, it says connected, so they should meet. It says this site can not my router dot local it's saying this site cannot be reached.
06:00
Speaker 2
[silence] 2.168.1.1. On what network is your computer connected?
07:00
Speaker 1
on Linksys Velop. Velop. Linksys Velop and it says it says connected when I go to settings so I don't understand what is going on. Oh dear. Okay, let me try again. Let me go to Google Chrome. Go to a new. Now, by the way, it's it's showing G on the left when I when I go to a new tab, it's showing G on the left before I type anything, is that is that for G for Google, I suppose. Does that mess it up or or No, that shouldn't make any difference, right? Okay. 192.168. 8. 1.
09:00
Speaker 2
uh huh yeah
09:00
Speaker 1
Nope. This site cannot be reached. It's unreachable. Something is blocking it for some reason. Ah. Private window. Okay. It's called new incognito window. Is that the same thing? Okay. Okay. Okay. Uh-huh. Okay. My okay. My router.local. [silence]
10:00
Speaker 2
Yes. That's the same thing. And then on the web address bar, you type in myrouter.local first, so try myrouter.local.
10:00
Speaker 1
No, it says this site cannot be reached. Okay, so we'll do the other one, which is one 92.68.101. Yes, I do. Okay, Linksys app. But remember, can you hear me? Remember, the Linksys app is not connected to my router at the moment, but I can
11:00
Speaker 2
How about let's try the Linksys app? Do you have LinkSys app on your phone? Okay, can you open up your LinkSys app?
11:00
Speaker 1
I can do what you're saying. Yeah. One second. Okay. So it's got two choices, manage your Wi-Fi network and set up a new Wi-Fi network, which which one do I type? Okay. Okay. Then it's saying go to your phone settings and tap on Wi-Fi. Right. So when it says type on Wi-Fi, do they want me to tap tap on the Linksys Velop name or just the yeah. which which. Yeah. Okay.
12:00
Speaker 2
we can just access locally without connecting it to an account. Manage your Wi-Fi. And then log in using router password. Make sure your phone is connected to your router. Yes. The network name of your router.
12:00
Speaker 1
OK, go to settings. Wi-Fi. Tap on that. And it says, unable to detect a connection to your Wi-Fi. Very strange. [silence] Yes. Absolutely solid white. And when I go to my computer, Sorry. [silence] Go ahead. [silence]
13:00
Speaker 2
But what is the light of your router? Is it solid white? Can you like just turn off your router for 10 seconds and turn it back on.
13:00
Speaker 1
Do I unplug it or just switch off? Okay, okay. Okay I've then wait 10 seconds you said. Okay Okay this is about 10 seconds. Switch back on. Blue light. blinking. blue
14:00
Speaker 2
You can just use the switch to turn it off. Please wait for it to go online and let's try to connect and access.
14:00
Speaker 1
Okay, it's gone to white. Solid white. Oh no, it just went to red. Oh, one second. One second. It just went to red. One second. It has, I know it's done this before. It goes to red for a while and then it goes to white. [silence] Still blinking blue. , [silence] still solid red, I'm afraid. we did this the other day, it takes quite a while The modem lights at the back of the fine one is green with ethernet and the other one is blinking white. Okay. The router is just gone white. The Linksys has gone white. Solid. Okay. Using the Linksys app, right?
16:00
Speaker 2
Okay, I see. So let's just wait. Try to reconnect again to your network. Yeah, check your Wi-Fi settings first on your phone if you're connected to your router's network, then check if your internet is working fine before proceeding with the app.
18:00
Speaker 1
Okay, so I've gone to the beginning of Linksys. I press manage your Wi-Fi. It said connecting to your router and then it's asking for email address and password. [silence] Okay. It says go to your phone setting and tap on Wi-Fi. Okay. [silence] Go to settings, go to Wi-Fi, tap on the Linksys name, then go back [silence]
19:00
Speaker 2
try the other option on the right, the router password option.
19:00
Speaker 1
links. Go to your phone and tap on Wi-Fi. Okay. I tapped on the, I, yeah, I tapped on the name Linksys deal, up under settings and then the cir, there's a blue circle that goes round and round and round and then it said unable to connect. Okay. Okay. So, um, wait, okay, settings the things.
20:00
Speaker 2
[silence] you try is gone. Can you go to your phone settings and then forget that network, then reconnect again?
21:00
Speaker 1
Okay. Forget, okay, I'll just hit forget this network and then I go back and reconnect. Okay.
22:00
Speaker 2
ok so tap in your password again
22:00
Speaker 1
Okay, it wants the password. I've got to go and find this password. one second. Okay. I won't. Okay, I've just typed in the password. It's got the blue tick, just before the name, so I guess it's Fine.
23:00
Speaker 2
Okay, that means it will connect or not.
24:00
Speaker 1
[silence]
25:00
Speaker 2
Okay, then try to go back. Um, try to check first if your Internet will work. Maybe you can try to check your email or if you can do something on Google, just to verify if the Internet is working on your phone. Before we can go back to that. Yeah. Okay, good. Then can you go back to the app and click next.
25:00
Speaker 1
Okay, so we want the router password. [silence] Okay. [silence] No, it says an incorrect password. [silence] I just tapped in Admin, in lower case. Um, I had the password changed from the one at the bottom of the to the the default one. [silence] Go try that default one. [silence] Let me type it again, that just. [silence] Uh, John. [silence] It worked. [silence] Oh, John, wow.
26:00
Speaker 2
Okay. Can you type 'admin' as router password, all in lowercase? Let me know if it will go through or not. Try the password that's at the bottom of the router.
26:00
Speaker 1
router. You don't want me to type in? Mind? Okay, so you want me to try the one at the bottom of the links is router. Okay. Yeah. Okay. password. Okay, I see it. Very small letters. Let me let me it's on the other side of the room so I have to write it down once. [silence]
27:00
Speaker 2
try that one and if it won't work, just reset and we will make your own admin password. Yeah, the one that's at the bottom of the link is router because the wi-fi password that you have created that's a different one. So for this one is for the app only. [silence]
27:00
Speaker 1
BKI 22. Okay, saying connecting to your router. Oh, no, it says incorrect password. I think it says incorrect. I think it says incorrect because I had changed it to a different one before.
29:00
Speaker 2
That means it will go through or not? Okay. So just reset. That is for Wi-Fi password, sir. So that is for Wi-Fi.
29:00
Speaker 1
Okay, because I had one for this Wi-Fi node last time I set up, I was working with one of your people, a couple weeks ago, I think. It was a lot of practice. It's a separate one. Okay. All right, so I need to reset your thing right? So how do I, do I say it? The, the reset option is on the
30:00
Speaker 2
Uh, yes, that's for a Wi-Fi only. for you to connect your devices. But for this one, this is for you to log in on the app only. Yes. Um, just click the reset option then it will ask for a five digit recovery key.
30:00
Speaker 1
okay, now it's saying reset, it accepted it. It's saying reset password. So I just write admin.
31:00
Speaker 2
app on the latest app on the app yes and then the five digit recovery key is at the bottom of your main router, the parent node yes yeah the main node. silence
31:00
Speaker 1
you want me to set the new password called admin? ADMIN, did you say? Okay. Oh, so I can just invent one? All right. Okay, let me write that down for logging into app, only. Okay, okay. So, let me do this one then, do this.
32:00
Speaker 2
what is it again Sir? It will not grab that one anymore since router password has some requirements. It must be at least ten characters with uppercase and lowercase a number and special character. Yes. So you will have two passwords now. Your Wi-Fi password for your devices and the router password for logging into the app. You can also use that one on the web browser also if you want to use your computer.
32:00
Speaker 1
The least 10 characters, right? 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13 [laugh] Okay, 13 should be good. Now it's saying, getting router settings. OK, then it says connecting into your router. And now it's asking for email and password, or it's asking me to login.
33:00
Speaker 2
All right, that's good. So you're getting there. Uh, just keep for now. Do you have that option? Yeah.
34:00
Speaker 1
okay it's asking for router password got it
35:00
Speaker 2
For the router password option, again. So you type in the password that you have created.
35:00
Speaker 1
It's saying, getting router settings. This is very strange. It's going back to log in. Okay. Okay, I closed it. And then I tapped it again and I'm back to log in on the router, right?
36:00
Speaker 2
Can you first close the app and reopen it again and then log in again yeah.
36:00
Speaker 1
Okay. Any went back to London again. Sure. [silence] Okay, I've just reinstalled it. I'm going to type in the router's password again.
37:00
Speaker 2
Can you uninstall and reinstall the app?
38:00
Speaker 1
Okay, it's getting router settings. Ah, something different this time, it worked. It's showing bedroom, iPhone, 10 devices, 4 nodes. It's giving a picture of [silence] So I'm in, I'm in the app now. [silence] Finally. I've ticked on the full notes. [silence] Okay, done. 1.0.4.4.216738 and it's saying up to date.
39:00
Speaker 2
all right. So can you click on nodes? Yeah. Can you click? Yes. And then you click the parent node. Then it will show you the information and its firmware version. What are here version? OK. Let me double check.
40:00
Speaker 1
uh, oh, good. uh, oh, do I have to do anything or it's automatic? I don't have to it will happen automatically. I don't have to worry. uh, oh, okay. Well, that's what I thought. that's what I told the spectrum people. I said a company like Linksys is modern. Of course, if the firmware is Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only
41:00
Speaker 2
Yep, that is the latest firmware version of that model, so it's up to date. And, and our router, if you enable automatic update, it will automatically update the firmware too. Mmm. Yeah, you don't have to worry, it will happen automatically. Mmm.
41:00
Speaker 1
is updated, it'll be automatically done, just like Apple. They said, No, sometimes companies need to actually do something to get it. So anyway, that's why I wanted to double check. Well, then I would just have to live with this mystery because I do not understand why it's unstable and it kind of flickers on and off and then sometimes and go 3, 4 hours of solid Wi-Fi. And then it drops it for two seconds and then comes back on again and causes chaos and all the rest of it. I don't understand why that is happening. But anyway, it's not the firmware. Okay. [silence]
42:00
Speaker 2
yeah [silence] um i can send you some email um i can send you some email instructions regarding with that one if there's something wrong with the router itself you can try this trouble shooting but if not you can you just observed your connection if it will still happen [silence]
42:00
Speaker 1
Yes, fine. That'll be great. Yes I'm all good now. Thank you very much. Pleasure, thank you. Thanks for your help. Yeah thanks. Bye bye. Yup, okay. [silence]
43:00
Speaker 2
just feel free to call us back so that we can help. okay. All right sir so you're all good now? Okay. Yeah welcome sir. Thank you for calling Linksys. Have a good one. Bye. You can end the call now. Say thank you.
43:00