V2 Rubric Detail — 485dcc82-68cd-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 15:17
Duration
13m 11s
Contact
Tommy Deakin
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00133411
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNMX57CF_needs to separate 2.4GHz
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent collected full personal address, age, and contact details with no justification for a technical Wi-Fi configuration issue — constitutes unnecessary data collection violating InfoSec/PCI principles (gate A–F).

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.94/5
Technical2.19/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to resolve the issue due to technically inaccurate guidance (renaming SSID does not separate bands) and collected excessive personal information. Despite good call control and ownership, the technical inaccuracy and privacy violation result in an unresolved case with auto-zero for compliance failure.

V1 Case Analysis

Customer unable to register a 2.4 GHz-only device. Agent incorrectly advised renaming SSID to separate bands, reset router password, but failed to verify 2.4 GHz band status or model compatibility. No confirmation of success.

Troubleshooting Steps
  • Collected customer contact information and serial number
  • Guided customer to access router UI via http://myrouter.local
  • Assisted with resetting the router admin password
  • Instructed customer to modify the SSID to include '2.4' to separate bands
Key Observations
  • Agent provided factually incorrect advice on separating 2.4 GHz and 5 GHz bands by renaming the SSID, which contradicts the Linksys KB
  • Agent did not confirm the router model before giving model-specific guidance on band separation
  • No verification that the 2.4 GHz band was enabled or accessible after changes
  • Call ended without confirming whether the device could connect to the 2.4 GHz network
  • Excessive collection of irrelevant personal information (address, age)
Positive Highlights
  • Correctly directed the customer to access the router via http://myrouter.local, which is the valid local web UI address per the KB
  • Assisted the customer in resetting the router admin password, which is a valid troubleshooting step
  • Maintained a polite tone and offered further assistance at the end of the call
Agent Errors / Gaps
  • Provided factually incorrect technical advice: renaming the SSID does not enable or separate the 2.4 GHz band. The Linksys KB specifies that band separation requires accessing Wireless Settings → Advanced Wireless Settings
  • Failed to request or confirm the router model before giving model-specific guidance
  • Did not verify whether the 2.4 GHz band was enabled in the router settings after instructing the customer to make changes
  • Did not confirm whether the customer could log in after the password reset or whether the device successfully connected to the 2.4 GHz network
  • Collected excessive and irrelevant personal information (address, age) unrelated to the technical issue

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer says 'yeah it's fine I can't put the password in' after applying changes — indicates the device still cannot connect; no confirmation the 2.4 GHz band was successfully separated or used.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer to myrouter.local and through SSID renaming, but did not verify current band settings, router model, or confirm successful device connection post-change.
R3 Not Met Correct resolution path conf 95%
Agent instructed customer to rename SSID with '-2.4' to 'separate' bands — a technically invalid method; correct path is enabling band steering or dual-band separation in router settings, not renaming.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified need for 2.4 GHz access but did not ask about current Wi-Fi configuration, router model, or whether bands were already split — missed key diagnostic steps.
T2 Met Appropriate tools / resources used conf 95%
Correctly directed customer to use http://myrouter.local — the appropriate local web interface tool for configuration changes.
T3 Not Met No misinformation conf 95%
Instructed customer to add '-2.4' to SSID to separate 2.4 GHz band — this does not create a distinct network; band separation requires enabling separate SSIDs in wireless settings, not manual renaming.
Communication
C1 Met Clear & professional language conf 90%
Maintained call flow: greeting, data collection, step-by-step guidance, and closing summary; kept control despite customer confusion.
C2 Met Confirmed understanding conf 90%
Used clear, simple language; checked understanding (e.g., 'Do you remember the router password?'); adapted to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Took ownership: created account, stayed on call, provided full guidance without transferring.
O2 Partially Met Proactive follow-through conf 85%
Provided next steps (log in, rename, apply) but did not set follow-up expectations or offer callback if issue persists.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Polite and professional, but did not acknowledge customer’s frustration with password reset or repeated login issues.
X2 Met Tone & rapport conf 90%
Matched customer’s speaking pace, repeated instructions clearly, and maintained engagement throughout.
X3 Not Met Overall experience conf 95%
Collected excessive personal data (full address, age, phone, email) unrelated to Wi-Fi band separation — added unnecessary effort.
Call Transcript26 turns · 27 lines
Speaker 1
[silence] 40. [silence] Are you there? [silence] Um, I've got a um I've got a device that I'm trying to register and it needs to it needs the device I'm registering on to be on 2.4 gigahertz and on my device it's 5 gigahertz and so I can't see any way on the application uh to switch to 2.4 and then I read that you have to go [silence] yeah uh I've got uh [silence]
00:00
Speaker 2
Welcome to Lingxus Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. This is L. How can I help? Okay sir, yeah no worries. Let me just double check that one. Um, I can assist you in 2.4 GHz, but can you provide me first the serial number of your link is. Thank you so much. Let me repeat that one so just to make sure. That is 65M, for November 10, M, for Mike, 25, F4, for Frank, 06239. Okay, thank you so much, sir. And who's your internet service provider?
00:00
Speaker 1
tommy t-o-double-m.y. T-H-O-M-A-S-D-eacon d-e-a-c-o-n at me.com
02:00
Speaker 2
Okay. All right. Let me create an account for you for record purposes. Can I have your name and email address? So that is (Tomy Deakin) at me.com. Okay. And first name and last name. Same on the email. Okay. And a permanent address, like what would be your current address? 9 x x. (8) was x x ([REDACTED_PAYMENT_DIGITS]) x x our Polk. Okay, and what's the city? South Bend. OK. And state? IN. Okay. And zip code? [REDACTED_PAYMENT_DIGITS] OK. And how long have you lived at that address? [REDACTED_PAYMENT_DIGITS] years. Okay, and I'm on the home phone, call that and text. Can I have that number? Yeah. [REDACTED_PAYMENT_DIGITS] OK. And that would be the same for a cell phone. OK. Great. And how old are you today? I'm [REDACTED_PAYMENT_DIGITS] OK.
02:00
Speaker 1
Yep that's it. and yeah . Yeah . Yeah. Yeah. Hang on a minute. Yeah, I got my laptop. Yep. Yep. Yep, and the
03:00
Speaker 2
And this is your best callback number, sir, in case the call gets disconnected, right? The one that ends in 2409. Okay. Thank you so much. So, you've tried it, sir, using the Linksys app? Okay. So for the 2.4 GHz, we can only separate it, sir, using the the website. So, aside from the phone that you're using right now, do you have any other device that you can use? Okay. So, make sure your laptop is still connected to the Linksys router. And then you can open a browser. All right, and then go to myrouter.local. All right, and then let me know what you have, sir, on the page.
03:00
Speaker 1
it, but again. [silence] Okay, so it's just loading up. It says access fill up rudapar [silence] Word I used to log into the Wi-Fi. That's up the [silence] something separate. [silence] Oh, okay, let me have a look. [silence] I should have that stored [silence] Yeah, I got it. [silence] But then if it's gonna work,
04:00
Speaker 2
Okay. Do you remember, sir, the router password that you set up for your Linksys? That's different, sir. It's the password that you use to log into the Linksys app. Okay. If you have the Linksys app. Okay.
04:00
Speaker 1
So I just put it in. Yeah, it says invalid router password. Please try again. Okay. main router, yeah, which is plugged into the Wi-Fi, into the internet. Yeah, and that's next six... Yeah, that's the one that's the main router, Yeah, which is plugged into the Wi-Fi into the internet, yeah, that's six.
05:00
Speaker 2
[silence]
05:00
Speaker 1
zero four seven submit turn now to choose a password that is secure so doesn't have to be specific two characters okay no double letters okay that works
06:00
Speaker 2
All right. And then it will ask you to create at least 10 characters, one capital letter, and then one number. Yes. And do not put ser. double letters or double numbers in order. Yeah, no double letters or double numbers.
06:00
Speaker 1
Yep. Yep. Yep. Yep, that's fine. Brilliant. Yep. I think that's why. I couldn't. I couldn't. I was trying to reset my password and it didn't prompt me. It didn't say, oh, you can't have words as double words. That's good. No, is it? Yeah. Yeah. Yeah. Correct. Yeah. Yeah.
07:00
Speaker 2
Okay. Yes, but you were. But you're able to create now sir a new one, right? Or the router password? Okay. All right. So just write that one sir on a piece of paper or notes. So you'll have reference for your future use. So you can always log in using this website. And then do you have the links Linksys Smart Wi-Fi now? All right. Okay. So you have sir Linksys Smart Wi-Fi tools and then router settings. Under router settings.
07:00
Speaker 1
yes. Where is that? Oh yeah, yeah. Well, it's yeah, yeah. it's like yeah, yeah. Yeah. Yeah. Yeah. Yeah? Yeah. Uh, yeah. Yeah?
08:00
Speaker 2
Oh, you have, option, you have options for connectivity, trouble shooting, Wi-Fi settings and security, but since you need the 2.4 gigahertz, let's go to Wi-Fi settings. All right. And then under Wi-Fi settings, you have wireless. Select your Wi-Fi settings and then, okay. All right, and then with wireless, you can see Wi-Fi name and then Wi-Fi password, right? All right. Below Wi-Fi password, sir, you have a hyperlink for Show more. Select Show more, and then it will pop up the 2.4 gigahertz band and 5 gigahertz band.
08:00
Speaker 1
Oh so you can in the name? In the Wi-Fi name you mean 2.4, 5 gigahertz okay, and apply that apply? There's changing Wi-Fi settings will disconnect all devices, okay? Yes, your router is applying changes okay? Yes, your router is applying changes okay? [silence] Connect your computer to a different network. If you have a laptop, could you use your mobile device as a hotspot? [silence]
09:00
Speaker 2
All right. So for the 2.4 gigahertz bands, in order to separate that one, just add a hyphen dash or underscore 2.4 so you can separate it with the five yes. And the Wi-Fi name, so for your Wi-Fi name, yes, just add 2.4 at the end. Uh, yes, just hit apply and then it will. Yep. Just proceed on that one. All right. So, let's give it a minute and then
09:00
Speaker 1
speaking of yeah okay [silence] [silence] [silence] he's asking for password [silence] [silence] [silence] [silence]
10:00
Speaker 2
More likely, sir, you will be disconnected, but we'll just reconnect later. Okay, try to connect, sir, to the 2. 4.
10:00
Speaker 1
[ silence ] yeah it's fine I can't put the password in okay that's fine okay cool thank you yeah yeah
11:00
Speaker 2
I'm double check there. First, the page. See if we are... if we have the page again, the links is Linksys Smart Wi-Fi. [silence] All right. So, you're able to connect now, sir, to the 2.4? Okay. You're welcome.
11:00
Speaker 1
yeah yeah okay brilliant well thank you for your help uh okay
12:00
Speaker 2
Sir, so whenever you want to make changes to your Wi-Fi, just go to MyRouter.Local. And then for access router password, just use the router password that you created. Then you'll be able to configure your Advanced configuration for your router, okay? Well, if you want to, just, if you want to use the one Wi-Fi name again, you just need to remove the 2.4 that you add. And then it will just, will just connect back to the same Wi-Fi name. So you have to have the same Wi-Fi name for the 2.4 and 5 GHz without the 5G or without the 2.4 at the end. You're welcome, sir. If anything else, don't hesitate to give us a call, okay? Do you have any other follow-up questions for me? [silence]
12:00
Speaker 1
Brilliant, thank you. Thanks a lot. Okay, bye bye. Yeah, you too. Bye bye. Bye.
13:00
Speaker 2
you're welcome Sarah you have a great day okay you take care thank you Sarah
13:00