V2 Rubric Detail — 590cfdaa-747b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 12:00
Duration
25m 4s
Contact
Phyllis Collins
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135175
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 (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall31.1% (-24.9)

V2 Grader Summary

The agent failed to resolve the camera connectivity issue and provided a materially incorrect router IP address (10.1.1.2.5), contradicting the authoritative KB which specifies 192.168.1.1 or myrouter.local. No systematic troubleshooting or tool use occurred, and the agent ultimately deferred the issue to the camera manufacturer.

V1 Case Analysis

Customer unable to connect SimplySafe cameras to 2.4 GHz Wi‑Fi. Agent provided incorrect router IP (10.1.1.2.5), attempted password reset, and renamed 5 GHz SSID instead of addressing 2.4 GHz. Advised contacting camera manufacturer.

Troubleshooting Steps
  • Attempted router access via incorrect IP address (10.1.1.2.5).
  • Guided through admin password reset using default 'admin'.
  • Renamed 5 GHz SSID instead of enabling or configuring 2.4 GHz network.
Key Observations
  • Agent provided a completely invalid router IP address (10.1.1.2.5) at [07:00], which is not a valid Linksys admin URL and will prevent access.
  • Agent focused on modifying the 5 GHz network instead of enabling or configuring the 2.4 GHz band required for the cameras [13:00–15:00].
  • No empathy or acknowledgment of frustration was offered despite customer expressing difficulty over multiple calls.
  • Serial number and warranty status were not collected, and no verification of admin password was made before reset.
  • Agent incorrectly assumed the camera setup was outside router scope and referred customer to manufacturer without confirming if 2.4 GHz was disabled or misconfigured.
Positive Highlights
  • Correctly identified the customer's router model (MX2000) from case record [03:00].
  • Guided the customer through some UI navigation steps after login.
  • Offered a callback for any further router issues.
Agent Errors / Gaps
  • Provided wrong router access URL (10.1.1.2.5) — this is not a valid Linksys admin address.
  • Did not verify the existing admin password before initiating a reset.
  • Changed the 5 GHz SSID instead of enabling or configuring the 2.4 GHz network needed for the cameras.
  • Failed to collect serial number or discuss warranty eligibility.
  • Lacked empathy and did not acknowledge the customer's difficulty.
  • Incorrectly referred the customer to the camera manufacturer without first confirming the 2.4 GHz network was properly enabled and accessible.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the core issue — cameras still not connected. Directed customer to contact camera manufacturer instead of resolving router-side compatibility.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed some troubleshooting (SSID modification, password reset, connectivity verification), but skipped foundational steps like rebooting nodes or checking firmware; relied on incorrect IP address.
R3 Partially Met Correct resolution path conf 82%
Agent attempted a configuration change (5G SSID rename) to aid device separation, but failed to diagnose why 2.4GHz wasn't working for cameras; should have verified device compatibility first.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify the root cause or follow a logical diagnostic process. Only asked about LED color and jumped to SSID modification without inquiring about firmware, ISP, or specific device requirements.
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools were used (remote session, log review, or firmware check). Agent relied on verbal instructions and an incorrect IP address, ignoring the available local admin URLs in the KB.
T3 Not Met No misinformation conf 100%
Agent provided a materially incorrect IP address ('10.1.1.2.5'). Per the KB (universal_port_forwarding.md, universal_firmware_update.md), the correct local admin URLs for an MX2000 are http://192.168.1.1 or http://myrouter.local.
Communication
C1 Partially Met Clear & professional language conf 84%
Agent maintained basic control and guided through steps, but failed to set initial expectations and allowed long silences without redirection.
C2 Partially Met Confirmed understanding conf 81%
Used simplified language at times and confirmed progress, but introduced confusion with wrong IP and technical terms like 'security mode' without explanation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent stayed with the case and attempted resolution, but ultimately deferred to third-party support instead of owning router-side configuration for IoT devices.
O2 Partially Met Proactive follow-through conf 83%
Set expectation that customer could call back using same ticket, but did not define what router-side actions would be supported or when.
O3 Partially Met Closure confirmation conf 79%
Referenced existing ticket number and acknowledged prior contact, but did not review or build upon previous troubleshooting efforts.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was clearly warranted — issue was within scope of L1 support for configuration assistance.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent praised customer effort and ended politely, but never acknowledged prior frustration or repeated contact beyond referencing the ticket.
X2 Partially Met Tone & rapport conf 80%
Adjusted pacing slightly during setup steps, but maintained a rigid script and did not adapt to customer’s confusion about apps and connectivity.
X3 Not Met Overall experience conf 92%
Customer had to re-enter settings multiple times, follow incorrect instructions (wrong IP), and search for external apps — avoidable effort due to misdirection.
Call Transcript45 turns · 47 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. Register your product by visiting register.linksys.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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. [silence] [Silence.]
00:00
Speaker 1
Yes, good morning. My name's Anthony Collins. I was calling back. I worked with a technician for, it seemed like, a couple of hours yesterday and we still didn't get the problems resolved about getting our nodes working.
01:00
Speaker 2
Hi. Thank you so much for calling links. This is stress. Can I help you?
01:00
Speaker 1
And I've got a ticket number here, and they say to call back and talk to another, um, technician. Yeah, my, uh, my number's 281-620-0597. Oh, yes, yes. And I've got a ticket number here.
02:00
Speaker 2
Okay, let me just look at your record here. Can you confirm your phone number? Okay. Alright, so I'm speaking to Liz Collens.
02:00
Speaker 1
Well, the lady had me to put them both together side by side. They're both showing blue. It's blue. Yes, I'm trying to get I had gotten a simply safe security system, and our cameras are not working right now. And it's been very difficult. I need to yeah, I need to get this. We had trouble logging on to Linksys to get everything in. Please.
03:00
Speaker 2
Okay, it shows here that your router is MX2000 and you have two of them. Just to confirm, what's the light indicator of the device right now? [silence] So, what's the light indicator? [silence] Solid blue, so if it's solid blue, it means it's working. [silence] Um, can't you have internet? Can you connect to the Wi-Fi? [silence] Uh-huh. [silence] Oh, okay. [silence] Okay, sit back.
03:00
Speaker 1
You have four security cameras and uh a doorbell camera. Yeah, the Wi-Fi is working. Yes, it is. Yeah. Yes, what's, what's. Yeah, yeah, yeah. I'm at my computer right now. Wait a minute. Now, okay, how do I do that? Okay. Okay, settings. Wait a minute, wait a minute.
04:00
Speaker 2
[silence]
04:00
Speaker 1
Okay, okay, just a second. Okay, I need to get to settings. Okay, wait a minute, where's settings? Okay, I got settings here. And network, network. I mean, go here. Okay, your Wi-Fi is on and I have to look at the ones that are available. Yeah, now the network that we have created, uh, okay. Okay, what do I do with this? Because I have one that's called Linksys 1. Uh
05:00
Speaker 2
The Wi-Fi name for the router?
05:00
Speaker 1
Yeah. yeah I created I it links this with the number one. well I'm I'm seeing right now it says it's connected and it's secure. okay it didn't show me the settings. okay wait a minute. let's see. show available networks. okay. yeah
06:00
Speaker 2
What's the Wi-Fi name you created? Okay. Did you find that network? Are you connected to that network? Okay. Now can you click on, right-click on it or double click, look for the information or the settings of the network? Can you look for IPV4 address?
06:00
Speaker 1
I see the links is, uh, uh, OK, open up a browser. OK. And what do I do with this browser? Yes. Yes. Uh-huh. OK. Yeah, I got it. I got it.1.1. OK. OK. I did that. And it says, this is the, uh, uh, Linksys warning page. No.
07:00
Speaker 2
Okay, how about this one, sir? Try to open up a browser, okay? On the address bar, sir, can you see the long bar at the top of the screen? Okay. On that, uh, bar, sir, on that bar, sir, you type in 10.1.1.2.5. Okay. Dot, yeah. Dot 1, dot one, and hit enter. Okay, what does it say?
07:00
Speaker 1
It's just a lot of, a lot of words here. I'll go to the bottom. Okay. Well, no. I guess I just hit continue. Do I go to, yeah, go to continue. And here it's saying, oh, it said, um, keep, uh, you know, go to, uh, the, uh, Wi-Fi, I mean the store, but the lady yesterday told me just to click on this, on this picture. Uh, picture. Yeah, I'm looking, yeah, I'm looking at a page that says, keep your Wi-Fi handy. And it's got a picture of a phone, of a phone. Okay? [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
08:00
Speaker 2
Okay, can you try to. Okay. Okay, can you... Okay. What is that? I cannot see the page, or the your screen right now. So, I need you to describe what you are looking at on your screen. Okay. Okay, then click on the two pictures of mobile phone, sir.
08:00
Speaker 1
OK, yeah, yeah, yeah, yeah. Now it's saying, incorrect, that admin, okay, now let me see, yeah. Would you reset it? It should have an option to click on it. Reset, yeah. OK, now wait for it to reboot and try again. Hi, Jerry. I'm clicking reset Prasad. Reset show it now. Is it going through? You have to click it once to reset. Click it. That's why I'm trying to click. OK. Yeah. Mail access, it came up and changed all my stuff. OK, but the password did not change. Yeah. So, are you on the network now? Yeah. Let's check the dashboard. network.com. Click on that. It should open up. OK. it's the Name doesn't mean. Check the tab up top of the browser. What is that? network.com. Click on it. It should be on the top window. That should be where the dashboard is. We have to make sure you got in somewhere. I'm not sure. It has oku for author for admin. Okay, Yeah, there you are. All right, nice job.
09:00
Speaker 2
Okay, so it's asking for a router password. Do you have a router password that you can remember, sir? You can type it in there. Okay, let us just try admin sir all lowercase. Yes. Okay. Well, if that's the case, sir. Uh, we are left with one choice. We are going to reset the router password. So, there's an option to reset password there. Click on that. Okay. Okay, there's a recovery key underneath your parent node, sir.
09:00
Speaker 1
Okay. Okay, it says create a new admin password. So that's why I create a password? Hello? Okay.
11:00
Speaker 2
Yes, you are going to create a router password. [silence]
11:00
Speaker 1
yet these yeah
12:00
Speaker 2
Okay, that's great.
12:00
Speaker 1
Uh huh. Yeah. Yeah, I see that. Click on the CA. Okay. Okay. Wi-Fi. it's a Wi-Fi setting. Okay, I see it. Right. Yes. Yes. Uh huh. Okay. [silence]
13:00
Speaker 2
You can go ahead and find your license agreement. It's in line with that. Look for CA, capital C-A. Yeah. All right. Right after that, you click Wi-Fi settings after the page boot up. You click Wi-Fi settings on the left side. Yeah. Okay. Now, under Wi-Fi settings, you will find two networks, correct? There is 2.4 and 5G, okay. So, what we're going to do, since our goal is to modify the Wi-Fi network, so that your cameras will connect to the 2.4. Okay, but before that, I just wanted to set your expectations
13:00
Speaker 1
Okay. okay, okay. Yeah, I just okay. Okay. okay. Okay.
14:00
Speaker 2
Sir. Alright, assuming sir, your devices are connected to the network right now, we are not going to change the Wi-Fi name of the 2.4 because your your devices are connected to the network right now. So we will just modify the Wi-Fi uh network name of the 5G. So, you can change the Wi-Fi uh network name of the 5G. around your home and I gave you a network name as your pleasure. Yes, right sir.
14:00
Speaker 1
[silence]
15:00
Speaker 2
Okay. So, on the 5G network, there is a WiFi name bar. Or there's a box intended for WiFi name. You double click on the box so it will allow you to modify the name, to change the characters. Okay. So, what you're going to do is just add on the name underscore 5G or just space 5G. So, whenever it broadcasts to your WiFi settings, it will say your WiFi name and then there's going to be 5G. There is going to be two networks that will appear. Yes, yes. It is recommended to have the same password so that it will be convenient for you. [silence]
15:00
Speaker 1
You know that. Okay. Okay. Okay. I got it. Yeah. Now, do I say apply? They both say WPA2 personal. Okay. Okay. Okay, you're updating your WiFi. Say yes or no. [silence]
16:00
Speaker 2
Let us verify first what's the security mode for the 2.4 and the 5G. Okay, that's great already. Now you click Apply to apply the setting. Okay, yes.
16:00
Speaker 1
Okay, it says applying changes, okay. [silence] Okay, it's still saying waiting. [silence] It says you are not connected to the router where it says waiting.
17:00
Speaker 2
because we changed the Wi Fi Yes, because we changed the Wi-Fi name, technically it will. [silence] Yes, because we changed the Wi-Fi name, technically it will.
17:00
Speaker 1
[KEEP_UNCERTAIN] Okay. Uh-huh. Okay. Wait a minute, let me let me try to find that. Um I'm looking at the list. Okay on the on the list of uh available networks. And I see the well i see i see the one that says linksys with the number one but i don't see the one that says xfinity. It's it's it's not it's not popping up. Okay.
18:00
Speaker 2
Can you try to go to the Wi-Fi settings and now verify if you are able to see two different networks. So, the original one without any addition and the other one is with 5G. OK. [silence] try to turn off and on the Wi-Fi like your Wi-Fi settings, you toggle it off and on so that it will generate new Wi-Fi networks. that's great. you try to connect to that network. to the 5G because you're already, the 5G because you're already um connected to the 2.4.
18:00
Speaker 1
OK, yeah, I guess it says to connect it. i hit this button to connect. OK, it says enter the password. OK. OK. it says, it says connected now. uh, boy. Yeah, normally we go to um, uh, simplysafe. Um... [silence]
20:00
Speaker 2
uh-huh.
20:00
Speaker 1
Yeah, let me see if I can get that app. Yeah, yeah, simply safe is the home security system. Yeah, it's a home security system. I'm trying to find out how to, let's see, you go to a browser, I guess. Well, I went to their, I went to the, to their website. You see I'm looking for an app. Um.
21:00
Speaker 2
Is it a brand sir? Simply safe? huh? [silence] I guess that there is an app for that sir. Have you tried to call the manufacturers, sir? or the support for this camera? So that you can, I mean, they will have to, I mean, they can guide you, sir, properly. You will have a right direction in connecting this camera to the Wi-Fi.
21:00
Speaker 1
[KEEP_UNCERTAIN] yeah yeah yea Yeah, we had an app uh I don't have the app on my phone. I was wondering if you can put the put the app on your on your laptop. Um I guess the play store. I guess I could go to the play store. Oh, it's it's a mobile app? Yeah, yeah. See, my phone won't do that. Uh yeah. No, no. I only have this laptop. No, no, no. Well, I tried to
22:00
Speaker 2
Kan 속 ㄱ Log Log나 내가 믿는 건uine도 하나의 앱이라고 생각해. 그전엔 어떻게 좀 얽는 거였나? 보인 앱이 모바일 엉터리 최대 수동 ㅍ 이런 분리됨근데 그걸 다운받는 거 좀 낫다.<start_of_audio>
22:00
Speaker 1
let me, uh, but it says, I guess it says my phone is old. It wouldn't it wouldn't let me do that. Uh, the app wouldn't wouldn't it wouldn't download on my phone, but it does, yeah. but when play still on desktop, let me uh-huh. All right. Okay, okay. uh-huh.
23:00
Speaker 2
And we're okay. But based on my research, It only connects through the app. So you you need to download the app. Or for a better information, sir, I would highly suggest to call the support of this camera, sir. So you can get direction, proper right direction, sir, and won't not guess at all. If there's anything, sir, that we need to change on the router, just give us a call back. We will be happy to help you with the router, sir.
23:00
Speaker 1
Okay. All right. Thank you. Uh. Okay. Okay. Yeah, I'll give you a call back. All right. Thank you. No, not right now. I'm just trying to get. No, no, no, no. You did a great. You did a great job. Thank you. uh, Oh. Okay. Okay. Thank you. All right. [silence]
24:00
Speaker 2
But don't worry, sir, okay? You have the ticket number, you can always use that. The same ticket number, sir, to call us back if you have concerns with the router. If in case that the manufacturer or Simply Camera support tell you that there is a need to, there is a requirement for the camera to connect, then that would be the problem of the router. Then just give us a call back. Okay. You're welcome, sir. Do you have any other question, um, regarding the Wi-Fi? Okay. Okay, you're welcome, sir. I'm happy to help you and congratulations for doing a good job. You've been very good in following instructions and, uh, navigating your computer. Uh, thank you for your cooperation. Have a good day, sir. Take care always. [silence] [silence]
24:00