V2 Rubric Detail — 4739dd0a-69db-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 23:29
Duration
19m 2s
Contact
Ann Va Dusen
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00133690
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1600_Combine Wi-FI network name with ISP Route

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall24.8% (-31.2)

V2 Grader Summary

The agent failed to resolve the customer's request to unify their Spectrum and Linksys networks. While technically accurate about roaming issues, the agent provided no troubleshooting, tools, or next steps, and abdicated ownership by deferring to the ISP. No escalation was made, but the case remains unresolved due to lack of meaningful progress.

V1 Case Analysis

Customer has LN1600 mesh connected downstream of Spectrum router; wants unified Wi-Fi. Agent explained dual networks must remain separate but provided no configuration steps. No diagnostics performed.

Troubleshooting Steps
  • Collected phone number, serial, and model.
  • Explained why the two routers create separate networks and why merging SSIDs is not recommended.
Key Observations
  • Agent correctly explained the technical limitation: two routers with the same SSID can cause roaming confusion and management conflicts (aligns with KB best practices).
  • No actionable configuration steps were provided (e.g., connecting Linksys to modem, disabling Spectrum Wi-Fi, or using bridge/AP mode), leaving the customer without a solution.
  • No basic diagnostics (power cycle, WAN status check) were performed despite the setup context.
  • Call lacked clear next-step guidance, resulting in customer deciding to contact ISP instead of having a self-help path.
Positive Highlights
  • Correctly explained that using the same SSID across two routers can cause roaming issues and management conflicts (ACCURACY: aligns with KB).
  • Collected essential customer information (phone, serial, model) and provided a valid case number (133690).
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to follow standard troubleshooting flow for new router installation (no modem test, no power-cycle, no WAN status verification) — violates universal_isp_modem_diagnostics.md Step 1.
  • Did not advise on bridge mode or AP mode, which are standard solutions for double-router environments per universal_isp_compatibility.md.
  • Did not provide concrete next steps or configuration guidance after explaining the limitation.
  • Did not verify if the customer could access the router interface or knew admin credentials.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent states 'you cannot extend the Lynx's using Spectrum' and suggests calling Spectrum, but provides no solution for merging networks or reconfiguring setup.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps taken — agent did not ask about disabling Spectrum Wi-Fi, checking WAN settings, or accessing http://myrouter.info to configure bridge mode.
R3 Partially Met Correct resolution path conf 89%
Agent correctly identifies brand incompatibility but fails to offer best-effort guidance like bridge mode or disabling ISP Wi-Fi, which is expected for OOW-like configuration issues.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent does not identify root cause (dual NAT, conflicting DHCP) or ask diagnostic questions about router roles, IP addressing, or Wi-Fi settings.
T2 Not Met Appropriate tools / resources used conf 93%
No use of tools such as KB article on ISP routers, remote access via linksyssmartwifi.com, or directing customer to http://myrouter.info for configuration.
T3 Met No misinformation conf 90%
Agent accurately states that combining SSIDs across different routers causes roaming issues and that Spectrum cannot extend Linksys mesh — consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent acknowledges customer’s goal but allows conversation to drift; lacks clear structure, transitions, or control during confusion and silences.
C2 Partially Met Confirmed understanding conf 88%
Agent uses plain language and avoids jargon, but does not confirm understanding when customer expresses confusion ('I still don't understand').
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent deflects responsibility by suggesting customer call Spectrum instead of guiding them through a feasible configuration path.
O2 Not Met Proactive follow-through conf 93%
No clear next steps provided — agent offers no instructions for disabling Spectrum Wi-Fi or setting up primary/secondary router roles.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope but mismanaged.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent says 'I understand you want the same network' and 'No worries', showing basic empathy, but does not address growing frustration or repeated confusion.
X2 Partially Met Tone & rapport conf 85%
Agent maintains calm tone but does not adjust pace or clarify when customer shows disengagement and repeated questioning.
X3 Not Met Overall experience conf 92%
Customer is left to figure out complex network setup alone; agent provides no actionable steps to reduce effort or simplify decision.
Call Transcript23 turns · 24 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. 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. Thank you for calling. Hello thank you for calling lingus. My name is Bells. Is this your first time calling? May have your first and last name please. And with E or just A-N-N. may have the spelling for your last name. your email please. And what is your current phone number? [silence]
00:00
Speaker 1
716 472 1714. I had an one and I just bought a new one and that's what I'm calling about is trying to hook up my new one so it works like my old one did. It just came today. okay. 65G10M2CF061648.
08:00
Speaker 2
All right. How many links does device do you have? [silence] Do you want to install the new one that you just purchased? Uh since when did you purchase that new one? Today, okay. What's the serial number of this device? [silence] Does that 65 g 10 m 2 C F R L?
08:00
Speaker 1
Yes. Mhm. The model is LN1600. I have three. three. Three. Spectrum. I did. It's been installed, but my problem is it wants to operate as a separate system away, are not including my spectrum. So it's like I have two networks and I only want one. I want to combine them. My old one
09:00
Speaker 2
Okay. All right. F for Frank. Right? zero one six four eight one. Can you please check the model number? Okay. Only one or how many does it come with? Okay. 3-pack. And who is your Internet service provider? Okay. Spectrum. Have you tried to install this before you call or not yet? Oh, it will not work that way. Uh, since you have your links is... Yeah. Uh, what will happen? Uh,
09:00
Speaker 1
Well, I just got the whole new spectrum system and I have the router that has the battery backup, the invisible Wi-Fi and I just wanted to support that through
10:00
Speaker 2
we don't really encourage that. I understand you want the same network. What will happen, for example, if you want one network, okay, you will not identify which you are connected to. So what is the the advantage if you have your Linksys mesh system being used separately? It's because you're using this as a mesh system. When you roam around, you make sure that you have a Wi-Fi coverage with the same signal and strength. However, if you have the same network, you do not know if you're connected to your Spectrum or your Linksys system, especially if you need to access your Linksys router. Then, for example, if you will access the router, it will not go directly to your Linksys settings. Sometimes it will be routed to your Spectrum.
10:00
Speaker 1
out my house because they never been we've been having such lag system. Silences
11:00
Speaker 2
Right. The purpose of your Linksys Mesh System is to really have that Wi-Fi coverage throughout your house. But your Spectrum router will be the internet source for your Linksys Mesh System. Because if you will have only one network and if you roam around, there are possibilities you will get disconnected because it will, what you call this, confused. For example, your phone will get confused. They have the same Wi-Fi network, it will sometimes connect to the Spectrum, it will sometimes connect to your Linksys. And then if you go roam around sometimes it will disconnect because it was connected to the Spectrum network. I mean, you get what I mean? And um it's better to really separate the network of your Spectrum and your Linksys although they are connected to the same internet connection. Just the network, same internet connection.
11:00
Speaker 1
so I so I do I need my Spectrum router or should I return that or what all right [silence]
12:00
Speaker 2
So you will make sure you're connected to your Linksys system.
12:00
Speaker 1
Okay, So if, I keep it the way it is now with the two separate things, should I log in to the Lynsis system and not the other one? When I log into, like my TV, I should switch it to the Lynsis router and not the spectrum router.
13:00
Speaker 2
difference your links is will be a the router but I don't know if you really need that spectrum router if you have another purpose for that but yeah that's up to you if you need to keep it or just use your links. That's already a router and the system for you. Well, if you are always using your links, of course, you will be always connected to your links since that's what you use to cover the whole Wi-Fi coverage for your home. Right, that is correct. Yes, of course, because you're using the link mesh system as your Wi-Fi.
13:00
Speaker 1
So, as I have it, it's, I have the two rout- I have the Linksys router hooked into the spectrum router right now, not to the modem, directly to the modem. That's the way I did it before. right, okay, I still don't understand if I need both of them or just one. [silence]
14:00
Speaker 2
Okay. Mm-hmm. Yeah. That can be up. Yes. Okay. That's really, that's totally fine. Yes. But then I you have two routers that are working. To just to um explain you something. You you have two routers already. The difference is that your links can extend your Wi-Fi for the whole house. That's just the difference. [silence]
14:00
Speaker 1
Okay. Okay, I'll figure this out, I guess. Yes, they're all white. [silence]
15:00
Speaker 2
Right. That's really a good question though. If you really need that spectrum router for a different purpose, then you can keep it. But if you just need just a simple Wi-Fi system that can cover your whole home, then your Linksys is enough. Um, is um does the all the links is shows like a solid white? Because that's automatic. Okay, very well. Yeah, that's automatically detecting the internet without any things um needed to be done. So, uh yeah, that's up to you. If you want to keep your Spectrum router or or you can just use your.
15:00
Speaker 1
So there's no way, you said I can't combine them. So should I have gotten, so my question is, should I have gotten not the nodes, but the other thing, the extenders? Mm-hmm. Okay. All right.
16:00
Speaker 2
Oh, yeah, that's not really possible. We you cannot extend the Lynx's using Spectrum. They are really different device and brand. Uh for the Lynx's, you really need to uh connect a main one which is gonna be the parent node. So that's like the main router and that's how the extended one works, should be connected to the main one. Yeah.
16:00
Speaker 1
I guess I'll have to call Spectrum and see what else. Because I'm paid extra for this other Wi-Fi through them, because that was supposed to, um, if the power went off, it would still continue. Yeah. What if it's even though I have it? Yeah, even though I have it hooked up to that one. Um,
17:00
Speaker 2
I see. I see. All right. Sure. Yeah. No worries. [silence] Yeah, just your Spectrum router. But your linksys will... Yeah, your Linksys will disconnect though, if there is a power outage. [silence] Since the Spectrum router has like a... Yes. Go ahead. [silence] Yes. Even though you have, for example, if the Spectrum router has a capability to plugged in a... This Linksys main node with the power plugged. [silence]
17:00
Speaker 1
Oh, yes. Okay, yeah, I get what you're saying, yeah. All right. I just, why can't it just be simple? All right, thank you, I guess. I guess let me. All right. Say that again. One, three, six, nine. One, three, three, six, nine, zero. All right. Okay. Thank you. Okay. Bye.
18:00
Speaker 2
Of course, the Linksys main node will work. However, the extended ones will still disconnect because there's no power. Only the spectrum router will work, yeah. You're welcome. No worries. Call us back anytime using the case number 133690. So we can pull up your record easily if you need help. Yes. Uh, one, three, three, six, nine, zero. Yeah. All right. Thank you so much for calling. You're welcome. All right. Bye bye.
18:00