V2 Rubric Detail — 51f85f74-7ff6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 02:38
Duration
20m 54s
Contact
917-855-0148
Issue Type
Router Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00137199
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Add another CN
⚠ 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
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership3.00/5
Escalation1.50/5
Customer Exp1.79/5
Overall40.0% (-16.1)

V2 Grader Summary

The agent demonstrated ownership and attempted troubleshooting but failed to leverage the router’s web interface — a critical tool that could have resolved the issue. Technically inaccurate statements about the Linksys Smart Wi-Fi site being discontinued and a grossly unrealistic '324-minute hold' undermined credibility. Despite escalation intent, poor execution left the customer to self-resolve, resulting in an ownership gap.

V1 Case Analysis

Customer unable to access router via Linksys app; app loops to setup. Advised to use http://myrouter.local for management.

Troubleshooting Steps
  • Disconnected and reconnected Wi-Fi
  • Reinstalled Linksys app
  • Tested app on secondary device (wife's iPhone)
  • Informed customer about app deprecation and provided myrouter.local URL
Key Observations
  • Agent provided an unrealistic 324-minute hold estimate, indicating severe inefficiency and poor call control.
  • No model, serial number, or warranty information was collected despite being standard protocol for device-specific issues.
  • Agent correctly identified the Linksys Smart Wi-Fi app deprecation and provided the accurate local web UI URL (myrouter.local).
  • Agent failed to verify that the customer could successfully log in via the web UI, leaving resolution unconfirmed.
Positive Highlights
  • Correctly identified that the Linksys Smart Wi-Fi app is being deprecated and is no longer reliable for configuration.
  • Provided the accurate local web UI address (http://myrouter.local), which is the correct alternative for router management.
  • Suggested testing on a second device (wife's iPhone), a valid troubleshooting step to isolate the issue.
Agent Errors / Gaps
  • Provided an absurd 324-minute hold estimate, reflecting a breakdown in call efficiency and control.
  • Failed to collect essential product information (model/serial/warranty), a critical protocol miss for technical support.
  • Did not verify the effectiveness of the recommended solution (web UI access), leaving resolution unconfirmed.
  • Poor call pacing and control, allowing repetitive troubleshooting without progression.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; call ended with customer abandoning the app and switching to myrouter.local without confirmation of success or resolution of the core app loop.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided reinstalling the app and testing on another phone, but skipped key diagnostics like checking router password via web UI or verifying DHCP/private Wi-Fi settings.
R3 Met Correct resolution path conf 94%
Agent pursued best-effort troubleshooting for an app issue and appropriately considered escalation when standard steps failed.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (app stuck in setup loop) and device type, but did not investigate root causes like incorrect password storage, private Wi-Fi address, or DHCP conflicts.
T2 Not Met Appropriate tools / resources used conf 96%
Failed to use the router’s web interface (http://myrouter.local), which was available and would have bypassed the app issue entirely to verify settings and credentials.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated the 'Linksys Smart Wi-Fi website has been discontinued' — contradicted by KBs (e.g., universal_ios_private_wifi_warning.md and adjacent_smart_home_iot.md) that reference linksyssmartwifi.com as a valid remote access option.
Communication
C1 Partially Met Clear & professional language conf 93%
Attempted call control with holds and step guidance, but '324 minutes' hold time was clearly erroneous and disrupted trust and flow.
C2 Partially Met Confirmed understanding conf 88%
Used simple terms but repeated instructions verbatim without confirming understanding, especially when customer expressed confusion about login vs. setup.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and took ownership by offering to consult a superior.
O2 Not Met Proactive follow-through conf 96%
Promised a 324-minute hold with no follow-up mechanism or realistic timeline, failing to set clear next steps.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 89%
Decision to escalate to a superior was reasonable given app malfunction, but lacked clear justification or attempt to use alternative tools first.
E2 Not Met Escalation prep & handoff conf 95%
No details provided about escalation path, team, expected outcome, or timeline — only 'check with my immediate superior' without follow-up commitment.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Apologized early and acknowledged inconvenience, but later responses became mechanical and failed to acknowledge ongoing frustration.
X2 Partially Met Tone & rapport conf 87%
Maintained pace but did not adjust approach after repeated failures; continued pushing the broken app instead of pivoting earlier to web UI.
X3 Not Met Overall experience conf 96%
Made customer reinstall app twice and test on a second phone, adding effort without resolving the known app limitation.
Call Transcript30 turns · 31 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. [silence] Hello? Good evening. This is Epi from Linksys. I'm calling for Stuart Nakamura. Stuart? Yes. Yes, I don't know what happened, sir. Oh, I see. I'm sorry. [silence] Okay. No, no worries, no worries. I didn't know that you're actually using a Wi-Fi calling there. Okay. So, [silence] all right. So now, after we turn on the Wi-Fi, um please connect to
00:00
Speaker 2
yes yes sorry I had a. I'll tell you. Well, when when you said to disconnect the Wi-Fi I put it on airplane mode. So it disconnected the call and then every time you tried to call back, my call filter was blocking it. So I had to say it was a known number. And then it finally just let it through. Apologies OK OK yeah yeah yeah.
00:00
Speaker 1
Connect back to your wireless network. Make sure you're connected to it. Okay. Now check first if you're online, just to make sure. Try to go any website. Try to open any website. Okay. Now, um, open the app again, the Linksys app. Okay. Complete setup.
01:00
Speaker 2
Connect the router to your modem. I'll say it's connected. Plug additional nodes into power near the router. Next. Make sure everything has finished starting up. Next. Let's solid. Checking for internet. It says this could take up to a minute. No. But I'll go down to the parent node. [silence] Okay. Now it says to me it wants me to reset my node. It says, press and hold the reset button. For one second.
02:00
Speaker 1
OK, hold on. Uh, can we close that, um, Linksys app again, sir? Um, would it be OK if we turn off the Wi-Fi again and turn it back on, try to reconnect to your network because maybe you were connecting to the child node. OK. Yeah, it shouldn't be like that, actually. Uh, it should load, but, um, right now, we need to make sure that we are connected to the parent node. So, uh, we it it will just really, yes. Disconnect the Wi-Fi and reconnect, turn it back on, and, uh, reconnect to the network again. And load the Linksys app. Try to load the Linksys app.
03:00
Speaker 2
A 10 seconds. Okay, I disconnected disconnected the Wi Wi-Fi. Okay. Okay, done. And then go back to that. Okay, it goes back to loading the setup. [silence]
03:00
Speaker 1
Yes, complete set up. Okay, I think it's uh, yeah, it's just running the set up again. Yeah, we don't want to do that. That's okay. Just just uh, just keep on clicking next. Uh, what switch is there? Is it plugged in? Is your switch is wireless? [silence]
04:00
Speaker 2
Hey, could you stop it? I don't want to hit reset because everything is working now. It's recalling and not good. Yeah, the reset isn't good. Yeah, they're all hard reset and disconnected. Yeah, yeah. Okay. I just got to find out the working update. Yeah.
04:00
Speaker 1
Where is it connected? To which doodoo? Yeah, just just hit next. It doesn't let you. Yeah, I've then I've done this back to the same cycle. Okay. Okay. Okay. All right. Let me just check on this one, sir. Can I put you in hold for about three to four minutes? It yeah, it actually the app should detect your network and it should add it um.
05:00
Speaker 2
It wants to be - So I'm back at the same place. Reset your node - Doesn't let me. I'm sorry - Okay. Okay. It's back to - It just went through the same cycle again. [silence] Yeah. Yeah. Yeah. Yeah.
05:00
Speaker 1
uh when you when you open the app it doesn't have an option like um no okay all right uh let me just uh put you on hold okay so I can have this tracked let me track this with my resources just hold on please
06:00
Speaker 2
[silence] Yeah.
08:00
Speaker 1
the cache page is still there. Um, is that an iPhone or it's an Android? OK, yes, good thing. So, let's just uninstall and reinstall the linksys app instead. Because I think it saved the uh the cache uh settings on the app. So, [silence]
09:00
Speaker 2
It wants me to make sure I set up the Bluetooth. [silence] it is on. [silence] went right back to that setup thing. [silence] it went to the same spot.
10:00
Speaker 1
ready install it. Did you just reinstall it? Okay. And right now, when you open the app? It doesn't ask you for a password. It didn't detect the existing network or something. Yeah, it should have that option.
11:00
Speaker 2
Yeah, it took two seconds. I went to the app store and re, re-downloaded it and it went back to the same place. I, I, no, let me do it again. Because it should have, right? But it did not. Yeah, it goes right to the setting up the experience.
11:00
Speaker 1
[KEEP_UNCERTAIN] It's still the same? it's still the same. Do you have another phone that we could try on, sir? Because I don't know why it's doing this with your phone, but normally, once we install the lynxis app, it should if you're connected to the network, to your own network, okay, um that should add the existing uh system.
12:00
Speaker 2
Yeah. Yeah, no good. It goes directly into the setup. [silence] Yeah, let me see if I
12:00
Speaker 1
Yeah, so okay, so can we try it on your wife's phone and check if you're able to add the network to the system or something? If you're able to load it? Her phone is an iPhone as well? It should be the Linksys network, sir. [silence] Yeah, so okay, so can we try it on your wife's phone, and check if you're able to add the network to the system or something? If you're able to load it? Her phone is an iPhone as well? Okay, so um can we try it on your wife's phone and uh check if you're able to add the uh the network to the system or something? To check if you're able to load it? Her phone is an iPhone as well? It should be the Linksys network, sir.
14:00
Speaker 2
Okay. I did. And she's on the network. And I can remove, delete the app from her phone. And then, yes. It's a link to Linksys Smart Wi-Fi management, or is it something else?
14:00
Speaker 1
make sure that you're connected, it should be the Linksys app, links is app. You can just search for Linksys. [silence] Do you have other option aside from setup a new Wi-Fi experience?
15:00
Speaker 2
[silence] The app the app is called like What is the app called? That's the one I have. Yeah. The same thing happens on her phone. It goes immediately to the setup experience. It wants me to allow Bluetooth access. Yeah, it doesn't let me it doesn't say to log back in, it doesn't. Yeah. It's the one you Offers. It offers. It says, what are you setting up?
15:00
Speaker 1
Okay, I'm sorry, what was it again, sir? Can, yeah, can we, can we select manage Wi-Fi? Manage Wi-Fi. How about, uh, yeah, I think it's asking you to log in. So do you see log, do you have an option log in as router password using router password. Can we, can we try it again on her phone? Log in as the router password.
16:00
Speaker 2
I'm saying I'm not setting it up, manage your Wi-Fi. Manage your Wi-Fi. And then as soon as I go to router it says it says setup. Right. And then it won't. Right. And then it wants to know the email address. Yeah. I do, but as soon as as soon as I touch that it goes into that setup mode. As soon as I touch that it goes into setup mode. Yeah, I did. And it just it just goes right to the. [silence] to the setup. Now I did it with the email password. And it said, yeah, so my email, I just have to make sure that the, uh, I don't know what the password is. Like I said, I forgot the password. Maybe that. [silence]
16:00
Speaker 1
router password is incorrect. Yeah, it's actually that, um, the, uh, the link says the smart Wi-Fi website set up experience. So do it keeps on looping. All right, uh, yeah, I'm just gonna need to check this one with my immediate superior if there's an issue with the app. So I'm gonna put you on hold for about 324 minutes just to check with him if there's any issues with the app and monitor what the setup is for each system of it. Upload [silence] yeah does it keeps on looping
18:00
Speaker 2
Yeah, it's telling me that the password is incorrect when I do the email, yeah. It's not it's not letting me in on email and as soon as I touch router password, it goes to setup experience. Mhm.
18:00
Speaker 1
Just want to inform you, sir, okay, with regard to the Linksys Smart Wi-Fi website, the Linksys Smart Wi-Fi website has been discontinued. So, yeah, as I've mentioned earlier, from the beginning of the call, um, yeah, uh, we really have issues with that, with the Linksys app. That's why we no longer use it for uh configuring routers. Um, you can use the user interface to check the device_tests listed if that's what you really need. Um, you can, uh, that's an alternative way to access the router. And with the user interface, you even have their, um, advanced configuration. Uh in, um, for the Linksys app, you won't need access. Yes, they will actually, uh, they will, um, they, they, they will be removing that in the future, sir. It, it, it sounds, uh, it sounds scary for me, but, um, that's just the update as of now. And so, um, if you really need the test, um, I'll just, I can just connect you to the equal, equal, um, to the equal people who can help you out with the, with these device_tests that you can also get over there. Um, how about that? If devices_tests, they will be, um, they will be organizing the, um, the whole site, um, by the end of the year. Um, but we'll surely connect you to their team so you can get what you need from them. Um, but at the same time, we are stronger with the, um, the new app, the, um, support, uh, support-supported device as well, and the new interface that we have at the moment. So yeah, how about that, sir?
19:00
Speaker 2
okay. Yeah. It's fine. I won't, you know what? I'm not going to use the app anymore because it's not, it doesn't work. So, it'll be okay.
19:00
Speaker 1
yeah, they they will not be my router dot local yes that's the uh, the user the web interface of the router of the Linksys okay yes I really do I appreciate your yes yeah I'm sorry for that yeah it's just so happen that the Linksys app had some issues currently okay yeah it's for sure yeah thank you again sir you have a great night you take care care okay yes bye
20:00
Speaker 2
Yeah, so I can just go to... what was it again? My router dot local. Yeah, all right. So I'll just use that instead, but tell them that the app didn't work. Okay. Yeah, I'll check too that. My router dot local. Yeah. Clearly it's having an issue. So, okay. Thank you very much. All right. Have a good one. Thank you. Thank you. You too. Bye now. Thank you for all your help.
20:00