V2 Rubric Detail — 46f5af30-8057-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 14:12
Duration
38m 51s
Contact
343-204-2936
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00137244
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall71.7% (+15.7)

V2 Grader Summary

The agent successfully restored internet connectivity by changing the connection type from PPPoE to DHCP via the local web interface and pairing the mesh nodes. Technical accuracy was high regarding the connection type and UI usage, though the manual DNS override is not a KB-documented procedure for this symptom. No critical failures or auto-zero triggers were identified.

V1 Case Analysis

Customer unable to connect Linksys mesh nodes; guided through Ethernet adapter use, router login, Wi-Fi settings change, and node pairing. Internet restored. No model/serial collected. Incorrect DNS and PPPoE guidance provided.

Troubleshooting Steps
  • Instructed customer to connect USB-C Ethernet adapter and verify link to modem
  • Guided customer to access http://192.168.1.1 and log in with admin credentials
  • Changed internet connection type from PPPoE to DHCP without confirming ISP requirements
  • Provided incorrect DNS configuration instructions (replace zeros with ones in DNS fields)
  • Changed Wi-Fi SSID and password for both 2.4GHz and 5GHz bands
  • Guided customer through pairing two child mesh nodes by placing within five feet of parent and waiting for solid blue status
Key Observations
  • Agent never collected product model, serial number, or warranty status - critical protocol failure
  • Provided factually incorrect DNS configuration instructions (replace zeros with ones in DNS fields), contradicting KB guidance
  • Changed PPPoE to DHCP without verifying customer's ISP requirements, creating potential service disruption risk
  • Call flow contained inefficient and repetitive elements with unclear node pairing instructions
  • Customer achieved connectivity despite technically unsound guidance
Positive Highlights
  • Successfully guided customer to use USB-C Ethernet adapter and establish wired connection to router
  • Helped customer access router UI at http://192.168.1.1 after login difficulties
  • Assisted customer in renaming both 2.4GHz and 5GHz SSIDs and applying changes
  • Guided customer to power on and position child nodes near parent, resulting in solid blue status and restored internet access
  • Confirmed customer could access YouTube and Amazon, validating internet connectivity
Agent Errors / Gaps
  • Critical protocol failure: did not collect model number, serial number, or warranty status during troubleshooting
  • Gave materially inaccurate technical guidance: instructed customer to replace DNS field zeros with ones (invalid configuration)
  • Changed internet connection type from PPPoE to DHCP without confirming ISP requirements
  • Provided unclear mesh node pairing instructions without referencing 5-press method or model-specific procedures
  • Failed to verify whether customer's ISP requires PPPoE before modifying connection type

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Customer confirms internet access via YouTube and Amazon, states 'thank you so much for your help' and indicates nodes are turning blue — confirming resolution.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through modem test, router login, DNS correction, Wi-Fi reconfiguration, and node pairing — all relevant and sequential troubleshooting steps.
R3 Met Correct resolution path conf 93%
No indication of out-of-warranty status; agent pursued full troubleshooting path appropriate for in-service device with configuration issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent asked about nodes, connection type, and lights, but failed to identify that PPPoE was incorrectly configured as the root cause until late — initial focus on adapter suggests misdiagnosis.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent used 192.168.1.1 correctly, but instructed manual DNS override (1.1.1.1/1.0.0.1) instead of first checking if DHCP could resolve — skipped basic validation step.
T3 Partially Met No misinformation conf 85%
DNS values 1.1.1.1 and 1.0.0.1 are valid (Cloudflare), but changing DNS is not a standard fix for PPPoE connection failure — KB directs to verify credentials or switch to DHCP, not alter DNS.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained structure but lost control during repeated silences, confusion over 'CA', and unclear transitions — customer had to re-ask what to do.
C2 Partially Met Confirmed understanding conf 86%
Used unclear terms like 'CA', 'HCP' (meant DHCP), and 'click on connectivity' without explaining UI layout — but did adapt to customer’s Chromebook OS.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and followed through on all steps despite prior agent shift change.
O2 Partially Met Proactive follow-through conf 84%
Gave next steps (change SSID, move nodes), but did not confirm timeline or ownership for follow-up; customer had to initiate relocation steps independently.
O3 Not Applicable Closure confirmation conf 99%
No prior history was referenced or available in transcript; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted — issue was resolvable at L1 with proper configuration.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent did not verbally acknowledge frustration about adapter or prior call, but remained polite and solution-focused — minimal empathy shown, not absent.
X2 Partially Met Tone & rapport conf 87%
Tone was procedural, but agent adjusted instructions for Chromebook UI and repeated steps when needed — showed some adaptation despite flat delivery.
X3 Partially Met Overall experience conf 85%
Customer repeated DNS entries and password attempts; agent could have minimized effort by guiding more precisely, but avoided full reboots or unnecessary steps.
Call Transcript61 turns · 66 lines
Speaker 1
[silence] Hi, can you please review my notes on the file first? Yeah, one second. 137 244
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. uh Thank you so much for calling in. Sister sisters are going to help you uh sure. Do you have a ticket number?
00:00
Speaker 1
Now, can you just review I just called I was on the phone with the guy for so long. He told me to get the he told me to get the adapter uh for the ethernet when I when I just went and bought it, but he said he finished his shift. So I just need you to read the the notes on the file first. Like I'm having a problem with the Linksys device. I need to set it up to it gets connected to my Wi-Fi, but it's not working. [silence]
01:00
Speaker 2
Okay, um, so I'm speaking to um Moeid? Okay, so you're calling because you are experiencing no Internet connection on your device. This was working before? [silence]
01:00
Speaker 1
Yeah, yeah yeah yeah Is it, sorry, capable of what? So I, that's what I need help with.
02:00
Speaker 2
okay so uh as per second here in our on the record javon check are connected directly to the modem to confirm if the modem is online, right? how many nodes you have in total? three nodes, right? okay so you have a computer. all right. and is it capable of wired connection i mean connection uh connecting wire directly with ethernet
02:00
Speaker 1
But I bought the Ethernet cable. The laptop I have is an HP laptop, Chromebook. It doesn't have the, I just went and bought the Ethernet, USB-C Ethernet charge adapter. So, now I don't know what to do. [silence]
03:00
Speaker 2
Okay. Now disconnect the Ethernet cable that goes to the Linksys device and connect it to the adapter that connects to your computer.
03:00
Speaker 1
This is not even going to work. I literally just bought this. The thing with the USB port of this is so small. Uh, one second. I'll have to check online now if this can even work, cause the sales associate at the store told me it would work but it not looks like it's not working. yeah. one second. it should work. Like it's literally like it says the the cable adapter on the package.
04:00
Speaker 2
So the cable you mean just say the cable doesn't fit to the adapter. What's the brand and model of that adapter?
04:00
Speaker 1
the brand model one second you have to go with the box connect usbc to Ethernet the model is it just says Falcon connect usbc to Ethernet it's a what oh sorry my bad I didn't take out the I didn't take out the sticker so I was looking at the wrong I didn't take out the sticker of it okay so
05:00
Speaker 2
by Belkin, this is a Belkin adapter, you want to say it's a Belkin adapter.
05:00
Speaker 1
the Ethernet is Okay now what do I do Oh that goes to the modem Yeah Yeah Yeah
06:00
Speaker 2
okay, now your, um, your computer is connected to the even a cable that goes to the modem, correct? Okay. Now try to check if you can go online.
06:00
Speaker 1
Yep, it's working, bottom of the page. This is a Chromebook. What do you want me to search for? Yeah. It's saying Ethernet is connected. [silence] Properties. Where is that? [silence]
07:00
Speaker 2
Okay, can you open command prompt? So click on the Windows icon at the bottom, right core at the bottom of this page and then search for CMD. Okay, go to settings of the computer, then. Okay, right click on that, check on properties. Yes. Click on ethernet.
07:00
Speaker 1
Okay. Okay. and then? no, it says connected configure IP address network and proxy. 192.168.3.20. what? Mac address? no, I don't do that.
08:00
Speaker 2
Okay, and then, can you see details or properties? Okay, what's the IP address? How about physical address? Did you see that? Physical address. Or Mac address. Okay, then connect your computer to the router. The linksys. I mean connect the cable
08:00
Speaker 1
Do you want me to take the the the wire ethernet wire back to the connect it back to the Router okay Hello The Wi-Fi uh [silence]
09:00
Speaker 2
1. Click here and find them. Right, make sure that your computer is connected to the Wi-Fi of the parent node of the Linksys, device.
09:00
Speaker 1
Yeah, it's connected. 192.168.1.1 Continue from this page advanced proceed to Click OK and then on the phone access router password [silence]
10:00
Speaker 2
open up a browser on the address bar type in 192. 168. 1. 1. OK Yep that one please to type in I Admin, are the password that you created for the router. [silence] Try admin.
10:00
Speaker 1
No, that didn't work. It was my password is capital admin capital admin star star. Okay. Hello? It's saying the password is not, I can't I think I better take a snapshot of this because I just I don't want to forget the password again. [silence] Yeah, that's where I was going and, okay, yeah. Okay, what next? [silence] Okay. [silence]
12:00
Speaker 2
All right, now scroll all the way down to the bottom and click on CA. And then click on connectivity. Okay, and then internet settings.
13:00
Speaker 1
Yep. Connection type is pppoe. Which one? Which one? I did it. Yep. Okay. Okay. Oh, okay. Okay. Oh, okay. I E. Okay. Okay, and then okay. And then okay. Yeah. Oh. Oh. Oh cool. Okay.
14:00
Speaker 2
Okay, under internet settings, tell me what's the connection type? Okay, please click on edit, sir, I mean, ma'am, and then select the HCP. Click, edit. And then select connection type automatic configuration, DHCP. You click on the bar down arrow. Did you select the HCP already? Okay, click apply.
14:00
Speaker 1
Mom's gonna not work, Wi-Fi work, Wi-Fi is not working. Wi-Fi's not working. Okay, yeah, it did that and then Uh It just has DHCP Connection Type. Yeah. Red. Yeah. Yeah. Yeah. Yeah. Yeah.
15:00
Speaker 2
Okay, what does it say on the page now? [silence] After you click apply, what's the light indicator of the node now? [silence] Still solid red. [silence] Can you click on local network? [silence] Under local network on the right side there's DNS 1 and 2345 65798 10 1112 the DNS 13 14 15 wins. [silence] There are like 16 small boxes, correct? [silence] Okay.
15:00
Speaker 1
1 all of it then apply okay and then yeah yeah oh okay
16:00
Speaker 2
on the DNS one, you put, you remove the zeros and replace it with one, not the DNS one and the DNS to you remove the zeros and replace it with one, the first and the last box. S I will repeat on the DNS one, you'll have 1 1 1 1, on the DNS two, you'll have 1 0 0 1. quick apply. [silence]
16:00
Speaker 1
your router is applying changes. Actually perform definitely at least temporary loss of connectivity, may take a few minutes. Well this is router now found but it turned blue. You're not connected to your router. If using a wireless connection, check that the wireless feature on your computer device is turned on. Make sure the device is not too far away from the router. It's connected to a cable case. That's it. Yeah but it's not, uh it's saying the router is not found.
17:00
Speaker 2
Okay, check the Wi-Fi... Okay, check your, uh, the Wi-Fi settings of the computer and verify if it's still connected to the Linksys network. So you have to, to verify if your router, uh, if your computer is still connected to the Wi-Fi because that error indicates, or it means that you have been disconnected to the Wi-Fi. You're not connected anymore to the network.
17:00
Speaker 1
So you want me to check if it's connected to the Wi-Fi if I can connect to the Wi-Fi now on the computer. [silence] Yeah it's saying connected now. Blue Blue. One second.
18:00
Speaker 2
s go to the Wiwais that
18:00
Speaker 1
to see if I can do more. Yeah, I can go on YouTube. Let me see if I can go on another website. Let me see if I can go on Amazon. Yeah, I can go on Amazon. Yeah, no, I want to change that back to the normal, you know, what it was before. Link to this page. One second. Oh, I closed it by mistake. And we're going to have to do this for the other two boxes too, you know. Because it's on each floor of the house.
19:00
Speaker 2
Okay, very good. It means that you're back online now. Um have you changed the Wi-Fi name of the network or you're still using the default. Okay, go back to the links page now. K then type in again 192.168.1.1
19:00
Speaker 1
Okay, it's saying waiting. Yeah. Connectivity. Yeah. Uh, I don't know what this is. This page is weird. CA. Okay. I'm on the page. Yeah. Yeah. Yeah. Yeah. Okay.
20:00
Speaker 2
Yes, rouge just first change the Wi-Fi name. Okay. So you click see it already? right now click Wi-Fi settings on the left side. Okay. So you see there there are two networks, right? 2.4 and 5G. Okay. So you can change it back to the old Wi-Fi name that you're using.
20:00
Speaker 1
Both of them, right? Both of them? I have to do both of them? Yeah, so I just did the first one. So I'm going to do the next one. Yeah, I remember the password. I paired for five, yeah, 2.4 and I'm connection connection. Yeah, yeah, I'm changing it for what? And then you have to click, I have to hit apply? Yeah. Okay. Uh, apply. Do I press yes? You're updating Wi-Fi setting. Do I say yes? Yes. [silence]
21:00
Speaker 2
If you wanna modify the Wi-Fi network band, you can't do it now. Which means, if you wanna rename the Wi-Fi, yes. And then the password as well. Do you change it for both, the 5G and the 2.4? Yeah, you have to change for both? Yes, make sure to save or take a picture of the summary of the settings for your reference.
21:00
Speaker 1
Okay, okay, can we do the other one now. The second box. Yeah, of course. Okay. Uh it say still saying leading. Yeah, it worked. It's saying it worked. Computer. Am I moving them right to next to where the computer.
22:00
Speaker 2
Yeah, of course, is is the set, were we able to save the setting successfully? Okay, okay then get the the child nodes, the two other nodes and move them right next to this parent node. Yes, near the parent node, the main node.
22:00
Speaker 1
main 1. Okay. Okay. Do I need to plug in the second one? Yeah. So I did that. Hello.
23:00
Speaker 2
Want to both of them. Yes, of course, both of them both the two child nodes.
23:00
Speaker 1
[silence] Hello, Hello. [silence] Power them power the second one on. [silence] Sorry, what do you mean by child nodes? [silence] So, the first one, we already did the first one. [silence] Right? Correct? [silence] So, now we're doing the I have three three devices. Okay, I have to go get the third one from all the way upstairs. Can you give me one minute? [silence]
24:00
Speaker 2
Okay, power them on within five feet of the parent node. both of the child nodes. The two other nodes. Yes. So how many Linksys devices do they have in total? Okay. So power on the two other Linksys devices. Okay, go ahead.
24:00
Speaker 1
okay, one minute, i'm, i'm plugging this one, do i have to be very close to the thing cuz my outlet is not fitting too many things, i don't want to take out the other one that we just configured, within five feet, um, the other one is okay, let's do this one
26:00
Speaker 2
yeah, within 5 feet. yes, do not take it off.
26:00
Speaker 1
And then I will I will take this one, because I have to put this one on the second floor, so how that will be sorry? The first one is blue, the second one is it's red flashing. Okay, is it blue.
27:00
Speaker 2
Okay, what's the light indicator of the first one? What is the light indicator of the first one you plugged in? Okay, reset that one. Press and hold the reset button until the light turns off and turns solid red. The one that is flashing red.
27:00
Speaker 1
hello? hello? I think your connection is a little bad. You can't hear me. It's purple. No. Yeah. Yeah. Yeah. Okay. It didn't work. It just blinked out. No, it's it made it like, it blinked, it made it gray. Like after I click it, it made it gray. To red flashing. [silence]
28:00
Speaker 2
What's the light indicator of the child node now? Yes, but what's the light indicator of the child node and the length of device now? Is it flashing or solid? Okay, then just wait for the node to turn solid there.
30:00
Speaker 1
yeah it's blue now what hello hi give it a few minutes
32:00
Speaker 2
All right. Now, if that's the case then you can give it a minute and if it's gonna stay solid blue, then you can unplug that one and power on the other. If it stays solid blue you can unplug it and then power on the other one.
32:00
Speaker 1
OK, same thing. Yeah. No, I'm resetting the third one now. On the third one, it's right now, it's blue.
33:00
Speaker 2
Well, wait. Did you power on the other node already? Okay. While waiting for that to fully boot up, you can relocate the first one. Yes. What's the light indicator now? [silence]
33:00
Speaker 1
Okay. How do I do that again? Yeah, I unplugged it. I unplugged it now. And how do I do that one? It's, right now, it's blue flashing. [silence]
34:00
Speaker 2
It's still rebooting, so you can go ahead and and relocate the second one. You've unplugged the second one, right? The second node. Um, you move it back to where it is located. Okay? Then just leave it unplugged. We'll just add the third note. Um, let me know what's the light indicator to say right now. Um, okay, then j- just wait for that to boot up.
34:00
Speaker 1
Okay, it's pink now. it's red flashing. is
35:00
Speaker 2
Now, on the browser page, you click on add wireless child node. Okay, then just wait for that to turn solid blue.
35:00
Speaker 1
Yeah, it's blue now. Okay, it should work right when I plug it in. Oh, it changed it turned red, now. [silence] [silence] It turned red and then turns blue again. that's good. Okay. Thank you so much for your help. Really appreciate it. And uh please uh also give thanks to the other agent as well. Okay. Thank you. Thank you. Bye. [silence]
37:00