V2 Rubric Detail — 53206aee-613e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-06 00:26
Duration
16m 22s
Contact
James Dill
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall90.1% (+10.1)

V2 Grader Summary

The agent achieved a successful resolution with strong ownership and empathy, but provided technically inaccurate guidance about band-specific passwords on the SPNM60, which uses unified Wi-Fi settings. This led to customer confusion and extra effort, downgrading T3 to Partially Met and X3 due to avoidable friction. All other indicators remain Met or Not Applicable.

V1 Case Analysis

Customer renamed SSID and password via admin page, reconnected devices, and confirmed internet access; mesh nodes solid blue.

Troubleshooting Steps
  • Accessed Linksys Smart Wi‑Fi admin page
  • Changed SSID and password
  • Instructed customer to apply changes and reconnect
  • Verified internet connectivity via website
  • Checked child node LED status
Key Observations
  • Agent did not collect product model, serial number, or warranty information.
  • Customer was confused about the Wi‑Fi password; agent did not verify the current password before proceeding.
  • Agent repeated instructions, causing some unnecessary back‑and‑forth.
Positive Highlights
  • Provided correct step‑by‑step guidance to change SSID and password
  • Verified connectivity after changes
  • Maintained a polite and appreciative tone throughout the call
Agent Errors / Gaps
  • Missing model/serial/warranty data collection
  • Did not confirm the existing Wi‑Fi password before guiding a change
  • Repeated unclear instructions leading to customer confusion

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet access via YouTube, reconnects devices with new credentials, and verifies both child nodes are solid blue — full resolution confirmed.
R2 Met Diagnostic thoroughness conf 96%
Agent systematically verified node status, internet connectivity, guided SSID/password change, and confirmed post-change connectivity — logical, step-by-step troubleshooting.
R3 Met Correct resolution path conf 97%
Issue was configuration-related; agent correctly pursued setup guidance rather than misapplying warranty or hardware replacement paths.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (failed connection after rename), diagnosed root cause (password mismatch), and validated resolution via web test.
T2 Met Appropriate tools / resources used conf 94%
Agent used the router’s web interface (Wi-Fi settings) and directed a live website test (youtube.com) — appropriate tools for this scenario.
T3 Partially Met No misinformation conf 93%
Agent incorrectly implied separate passwords for 2.4GHz and 5GHz bands are required; SPNM60 uses unified Wi-Fi settings under 'Incredible-WiFi' — changing one band changes both. Customer confusion and re-entry errors stem from this inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained general control but lacked initial framing, had awkward pauses, and repeated unclear instructions (e.g., 'not not the uh the um'), disrupting flow.
C2 Met Confirmed understanding conf 95%
Agent used plain language, repeated steps when needed, and adapted to customer confusion — effective for non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and stayed through multiple reconnect attempts to full resolution.
O2 Met Proactive follow-through conf 96%
Clear next steps given (apply changes, reconnect, test websites), and agent confirmed completion before closing.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed genuine appreciation and apologized for duration: 'I appreciate your patience... I'm sorry if this took so long.'
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, used supportive tone, and checked understanding through confirmation loops.
X3 Partially Met Overall experience conf 92%
Agent caused avoidable effort by instructing separate band renaming, leading to password confusion and multiple failed reconnects — SPNM60 uses unified settings, so this step was unnecessary.
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. Yes, hello. Good evening. This is Epi from Linksys. Hi there, Mr. Jane. Yeah, I I don't know what happened to. Good thing that I do have your number here. I was able to contact you back. All right. So, okay. All right. So yes, what happened by the way, after you power on the parent node, can you check the light? It's solid blue now. Okay. That's very good. Okay.
00:00
Speaker 2
Sonja: Hello S: Hi there, Abby. How are you? Sonja: [laughter] S: I'm good. I was wondering if you're going to call me back. Sonja: It's solid. S: It's solid blue. Sonja: Yes. S: Oh. And the two child nodes are solid blue. Sonja: Does that mean it's working?
00:00
Speaker 1
We need to make sure so try to go to your computer. Check first if you're connected to build up set up. Zero one five. Check if you're online. So try to go to any websites.
01:00
Speaker 2
Okay. Okay hold on. So make it back. Sorry. Yes, I'm connected to Bell O-O-O-1 five. And it says connected and secure. Okay. [silence] Yes, came up. [silence] [silence] [silence]
01:00
Speaker 1
Try youtube.com. Yeah, you may try youtube.com. Yes. silence Yes, youtube.com. OK, very good. So what we're going to do next is we will personalize your setting, your Wi-Fi settings, cuz right now it's still on default. That would you like to
02:00
Speaker 2
[KEEP_UNCERTAIN] I don't have that many apps on my laptop. probably easier. What's that? Okay. You mean in Google? Okay. Well, I still got the troubleshooting screen up here. Oh, let me add another one. You said Yahoo. YouTube.com. It came up. Right.
02:00
Speaker 1
You want to change the name of the network or you want to leave it as the default bell setup? You want to set up a different name? Okay. All right. No worries. Do you still have the Linksys Smart Wi-Fi page open? The blue page. Do you still have it open? Okay. Can we go to Wi-Fi settings? Yes. So, yes. So do you see there the 2.4 and the 5 gigahertz? So kindly rename them. Yes, you may set up a different name for 2.4 as well as the 5 gherz. You can put the same name actually. Just put 2.4 for the 2.4 band.
03:00
Speaker 2
No, no, no. I want it to be Jim. Um, Jim. Yeah, Jim, Jim home, home South Carolina. Uh, let me see. Yes, I do. Uh, uh, Wi-Fi settings. Okay. Okay, got it. Yeah. Okay.
03:00
Speaker 1
Okay, now you may hit apply and then okay. Yes, you might get disconnected, because we need, since we changed the wireless settings, so you need to reconnect.
04:00
Speaker 2
yeah, that's what I'm doing, okay? I changed both of them. Do I have to go down and hit apply? updating Wi-Fi settings. Yes. Okay. Okay. It's still waiting now. So I gotta go back and, you mean reconnect to the internet?
04:00
Speaker 1
Yeah, you need to look for the new name. If you go to your Wi-Fi, you should be able to see your network name there. Yes, because remember, we changed the name. So we need to reconnect. So look for your net, uh, you could look for the wireless icon and check if you see your new network. The one that you set up, the one that you just set up. Yes, that's the one that you set up. The Wi-Fi password.
05:00
Speaker 2
find. OK. OK. Yep. gosh, it's asking me for my password. OK, let me try it. OK, it's checking network requirements.
05:00
Speaker 1
Where did you connect to the two point four? For the five, Did you change the Wi-Fi password sir? Remember there was a name, the Wi-Fi name and a Wi-Fi password. Did you change it? Did you setup a new password? Did not change the Wi-Fi password. It's still the same password.
06:00
Speaker 2
Can't connect to this network. I connected to the phone, it's it's got a different password. Oh, it's got the password of the router. I didn't change it. No, I didn't, but the name that's in there, the password that's in there... Well, I had changed it before to, you know, JimPickle75! but now it's it's the.
06:00
Speaker 1
No, no. Um, remember, when we go to the Wi-Fi settings, um, you change the name, the Wi-Fi name, did you also change the Wi-Fi password or you kept the password? You, you ... Uh-huh. Um, when you try to connect to the new network, did it connect or um, it says, did it say incorrect password or what happened?
07:00
Speaker 2
Wi-Fi password of the router. I kept the password, but I put the password in that I thought and it won't accept it because now if you look at this page here, the password, the Wi-Fi password is completely different than what I had put in before. You understand what I'm saying? It said, let's try it again.
07:00
Speaker 1
not not the uh the um not the after but the it should be the password um when we go to Wi-Fi settings there's Wi-Fi password there if you change the Wi-Fi password we need to use that password that you changed to the new Wi-Fi password okay so if you can't the Wi-Fi um if you live with the same store then it's the Wi-Fi password underneath the router. Well, we need to access the router settings again. So, we need first to connect to your network. So, once you connect to your network, if it's going to ask for the Wi-Fi password, just type in the password under.
08:00
Speaker 2
I know what the password was before. I didn't change it. So what what I'm saying is I didn't change the Wi-Fi password. Okay, how can I change the password?
08:00
Speaker 1
underneath the router hm should be underneath it [silence] all right that is connected and secured now can we go back to the page do you still have the page open okay so if you go to the Wi-Fi settings there's Wi-Fi password there sir you can actually change that one to a different Wi-Fi password If you want to change it. Well it's up to you. I mean you can actually use the same wi-fi password for all bands for for the 2.4 and the 5 gigahertz. Yes. So you have to take notes of that wi-fi password um if you want you can actually take a picture so you'll have a copy.
09:00
Speaker 2
Do I have to do it in all three places? I mean the home Wi Fi network. OK. OK. And then I hit apply. Oh, wait a minute. The routers all I screwed it up. Under the 5.0, I put it in the Wi Fi name, rather than Wi Fi password.
10:00
Speaker 1
Yeah, actually, every time you make changes, Mhm. Every time you make changes, uh you really need to reconnect. Since we're connected wirelessly. So, once you change the settings on the router, it will reboot the router. So, you have to reconnect to the network. You need to go back to Wi-Fi. Mhm. Okay.
11:00
Speaker 2
And it says waiting, so I can't get back to it. So it says retry. So how? Okay. Okay. Okay, I'm going to go back. Yeah, I'm going back to the Wi-Fi name. Okay, and then I'm going to go change that password. Okay, now I'll apply it. South Carolina home that. Yep.
11:00
Speaker 1
Yes, every time we change the settings, you really need to reconnect to the network. So, just go to Wi-Fi and yeah, reconnect. Mm-hmm. Okay. So yeah, please check if you're online after the changes you've made. [silence]
12:00
Speaker 2
Yep. Applying changes. It says the router is not found. [silence] Okay. So, go back. [silence] Okay. So, it's now connected to the 5.0.
12:00
Speaker 1
So, just to double check, try to open any websites. Yes. Okay, that's very good. Okay, very good. Mm-hmm. So, what about the child notes? Can you check the child notes?
13:00
Speaker 2
it's it's asking, I'm trying to, well, on my phone, it's asking me to enter the password. Okay, it's connected now. On my cell phone. Okay, so let me let me let me go to a website. Okay, it's working. Now, uh, why one of the, um, how do I do that? One is a blinking blue and the other solid blue.
13:00
Speaker 1
Because maybe it's still trying to connect. Because remember, we made changes on the router, so it's still trying to establish the connection. So once it's sat... No. You're very well come sir. I actually, I appreciate your patience working with me and I'm sorry if this took so long. Sometimes, uh technology like this will just not cooperate, so you really need to have it, like, manually set up. Okay, that's very good. So, you may also you may now relocate the nodes to just make sure it's still getting a signal. That, um, blue light on top is an indicator that your device is still connected. So, if it's solid blue, it's still connect.
14:00
Speaker 2
okay you've been wonderful tonight thank you very much yeah I know okay they're both solid blue okay
14:00
Speaker 1
It's connected. My name is EPP. Yes, sir. Is it? That is E for Echo, P, P. Yeah, E-P-P-I-E. E. Yeah. You're very welcome. Thank you, James. Thank you for your patience and thank you for your cooperation. So, um, if ever you need to call us back, just give us your phone number so we can pull up your record. Okay? Thank you for calling Linksys. This is Eppy. Yes. Have a great night. Bye-bye. Take care. Bye-bye.
15:00
Speaker 2
Okay. What was your name again? Appy? How do you spell that? ATP. Oh, Appy. Okay. Okay, Appy. Well, thank you so much. You've been a doll tonight. I really appreciate it. Okay. Will do. You you Okay. You know, okay, Appy, thank you very much. Bye.
15:00