V2 Rubric Detail — 5cb1e2d6-7f2f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 02:54
Duration
81m 37s
Contact
916-799-9249
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00137019
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single Device can not connect to the Wi-fi

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall36.0% (+0.1)

V2 Grader Summary

The agent failed to resolve the phone's connection issue and provided technically inaccurate guidance, specifically directing the customer to Windows settings to manage router SSIDs. The agent missed critical KB troubleshooting steps for 'wrong password' errors, such as checking MAC filtering or verifying the password in the router UI, resulting in an ownership gap.

V1 Case Analysis

Customer unable to connect Galaxy phone to Wi-Fi (wrong password error). Agent provided incorrect UI guidance (e.g., 'CA' label) and mixed router/Windows steps. Issue unresolved; advised phone-side troubleshooting and callback.

Troubleshooting Steps
  • Verified router model (WHW03V2) and serial number (220J112659).
  • Attempted to locate Wi-Fi settings in the Linksys Smart Wi-Fi web interface but provided incorrect instructions (e.g., 'CA' label).
  • Guided customer to Windows 11 Settings → Network & Internet → Wi-Fi → Manage known networks to delete an extra SSID (incorrect guidance).
  • Suggested restarting the phone and forgetting the network.
  • Discussed changing the Wi-Fi password and its impact on connected devices.
Key Observations
  • Agent provided factually incorrect UI guidance, directing the customer to look for a 'CA' label that does not exist in the Linksys Smart Wi-Fi interface ([61:00–62:00]).
  • Failed to distinguish between deleting an SSID on the router vs. removing a saved network on Windows, leading to ineffective troubleshooting.
  • Did not verify the exact SSID the phone was attempting to join or confirm password entry on the phone side before suggesting a router-level password change.
  • Suggested changing the Wi-Fi password without first exhausting phone-side fixes, causing customer hesitation due to the impact on other devices.
  • Call control was weak — the agent repeatedly redirected the customer between router UI and Windows settings without confirming progress or outcome.
Positive Highlights
  • Collected the correct router model (WHW03V2) and serial number (220J112659) early in the call.
  • Correctly identified that the issue was isolated to a single device (the Galaxy phone) and acknowledged that other devices were connecting successfully.
  • Maintained a polite tone and collected customer contact information for follow-up.
Agent Errors / Gaps
  • Provided factually incorrect instruction: asked the customer to look for a 'CA' label at the bottom of the Linksys Smart Wi-Fi web interface, which does not exist ([61:00–62:00]). This contradicts the KB guidance for accessing Wi-Fi settings.
  • Misguided the customer on how to delete an extra 5 GHz SSID by directing them to Windows 'Manage known networks' instead of the router's Wi-Fi settings, where SSIDs are configured. This is a clear technical accuracy failure per the KB.
  • Failed to verify the SSID and password being used on the phone before suggesting a disruptive router-level password change, violating troubleshooting protocol.
  • Stated that changing the Wi-Fi password would 'disconnect all devices' without clarifying that devices would only need to re-enter the new password, not be reconfigured. This is misleading and contradicts the KB.
  • Did not offer a structured phone-side troubleshooting flow (e.g., forget network, reboot, reset network settings) before suggesting a router password change, which is a protocol and efficiency failure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly states at the end that they still cannot connect their phone due to 'incorrect password' and plans to factory reset the phone as a workaround — issue unresolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for model number and attempted to guide customer through router UI, but steps were incomplete and confused; no verification of actual Wi-Fi password or device-specific checks like MAC filtering.
R3 Partially Met Correct resolution path conf 85%
Agent correctly ruled out router-wide failure and focused on single-device issue, advising phone restart and manufacturer contact — appropriate path — but did not offer full best-effort troubleshooting (e.g., password verification via admin UI).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process for a 'wrong password' symptom. Per adjacent_connecting_devices.md, the agent should have checked MAC filtering, parental controls, or verified the password in the router UI. Instead, the agent suggested changing the password (which would disconnect all other devices) or contacting the phone manufacturer without first ruling out router-side restrictions.
T2 Not Met Appropriate tools / resources used conf 90%
The agent failed to use the router's admin interface to verify the actual WiFi password or check for MAC filtering/Parental Controls, which are the primary tools for resolving 'Connected, no internet' or 'Wrong password' symptoms according to adjacent_connecting_devices.md. Relying on the customer to 'forget' a network on a Windows laptop to solve a phone connection issue was an inappropriate use of resources.
T3 Not Met No misinformation conf 95%
The agent provided materially incorrect instructions by directing the customer to Windows 11 'Network and Internet' settings to 'delete' a router's broadcasted SSID (which is impossible from a client device). Furthermore, the agent claimed that changing the password 'might' not disconnect other devices ('it might disconnect or it might not'), which contradicts the fundamental nature of WiFi security; changing the password always requires all devices to be re-authenticated.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained call flow but had multiple silences, repeated unclear instructions, and failed to clearly transition between topics or set expectations for next steps.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language but failed to confirm understanding when directing customer to locate UI elements; customer repeatedly expressed confusion about where to click.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed with the customer throughout, did not transfer, acknowledged prior support history, and offered continued support if the customer calls back — demonstrated ownership.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested customer restart phone and contact manufacturer, and invited a callback, but did not specify timeline or concrete next steps for follow-up.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or observable; this appears to be a first-contact interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation occurred and the issue did not meet triggers (e.g., confirmed hardware fault, repeat unresolved, legal risk); agent appropriately handled within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized for lack of solution and acknowledged frustration, but empathy was brief and not consistently integrated; tone remained transactional.
X2 Partially Met Tone & rapport conf 80%
Agent maintained neutral tone and pace but did not adjust communication style when customer showed confusion; repeated instructions without simplifying or confirming comprehension.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial/model numbers, navigate complex UI steps unassisted, and resolve a duplicate network issue independently — significant avoidable effort.
Call Transcript55 turns · 57 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.links.asp, for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at Linksys.com or our chat support to serve a live chat. We apologize for the delay and we'll be with you as soon as possible.
00:00
Speaker 1
Good evening.
53:00
Speaker 2
[silence] Yes hi, thank you for calling access .
53:00
Speaker 1
a couple of questions for you. And these are these are kind of above my pay grade. I I'm having trouble right now I'm telling my phone to connect to the 2.4 wireless on my modem. phone keeps telling me that I have the wrong password. I don't because I'm actually looking at my account online right now and I'm using exactly the right password. that's that's another issue for the time being. I have 79 devices where they're about connected. Is there a limit on my on my mesh network number of devices I can have connected?
54:00
Speaker 2
and
54:00
Speaker 1
Hello? Okay, sure. Yeah. So my, um, my uh, laptop connects. Um, my desktop is hardwired. Um, and I have other devices around the house that are connected to my, um, 2.4 because that's the one that most of the smart devices use. Um, but my, my, my, my phone won't connect. It says incorrect password. Uh, and I know I've got the correct password because I'm looking at the password on my, um, uh, on my router online. Um, but, but I, I don't, I don't want to talk about that at the moment. The first question I have is, is there a limit on the number of devices I can, uh, have, um, attached to my router?
55:00
Speaker 2
Oh, sorry, sir. Sorry. I was on mute. So, this is the only device that, yeah, sir. Sorry about it. I was on mute. So, this is the only device that cannot connect to your Wi-Fi.
55:00
Speaker 1
uh... so I've got I have I have yeah listen listen listen uh... I am looking at my account details uh... on my uh... on my phone and on my laptop and the password that I'm using when I try and connect my phone to the network is the correct password um... So, but I don't I don't want to talk about that at the moment that's not my question my question is um... Is there a limit on the number of devices I can have attached?
56:00
Speaker 2
No, actually, sir, there's no limitation, but since the prompt right there is incorrect password, so it might be the password that you use is incorrect 'cause all device are working. Wi-Fi is working, right? Mm-hmm. Yes, we have no limitation actually, sir. What is the [silence] [silence] [silence].
56:00
Speaker 1
Um the model number is, hold on, let me just um. Go to that. Um, well, I find the model number on my um, I've got my, I've gotten one, gone I've only got I've only got one one router. Okay, I can, sorry, I wasn't knowing what I'm looking for. Just bear with me and I'll give you that router number. I've got it here on my computer my phone. Okay, so the um serial number of the router? It's um, it's a 2 20 J 11 26 59 both work N12 I N007 53 73 0922.
57:00
Speaker 2
model number of the router of the linksys device. at the the bottom of the router. how many routers do you have by the way?
57:00
Speaker 1
060 B838 52. nine. Yeah, that's correct. the model is. model is. WHW03V2. On the. Yes, it's a solid blue. Yeah. Yeah. Yeah. No. Yeah. I, I, I I'm connected [silence]
58:00
Speaker 2
let me repeat, two zero J, two zero six zero, B4 boy, 8, three 8529. Okay. And the model is, okay, 03V2. And this, the light indicator is solid blue. yes so it means it's working right the Wi-Fi is working only that you've.
58:00
Speaker 1
It's connected to that Wi-Fi on my laptop. It's only my phone that won't connect to that. No, it's a Galaxy phone. But but but hold on. Before you go there, I've got I've got one more question before we talk about that. Um, um, my my second question is, um, for reasons that I don't really understand, I have, um, uh, I I I split the, um, uh, the the Wi-Fi into a 2.4 band and a 5 5 band, um, for obvious reasons because all the smart devices use 2 2.4, but when I look at my Wi-Fi settings, I have two, um, 5 um, 5 gigabyte, um, uh, radios. I have one, [silence]
59:00
Speaker 2
This is Android, is it iPhone?
59:00
Speaker 1
and that's numbered five one and one that's numbered five. I've got link is home five one and link this home. Why I've got to you am I able to delete one of those? Yeah yeah okay okay so so how do I delete it? I've been looking at that and I while I've been waiting and I don't see how to delete it. I'm on my I'm on my laptop. It is a windows laptop yes. I'm I'm on uh
60:00
Speaker 2
yes you can try to delete the either the 5 gigahertz just the five the five gigahertz one you can just leave it as it is or either try to delete any of the two five gigahertz is it on your phone or laptop actually this is a Windows laptop go to the settings
60:00
Speaker 1
the page that says Linksys Smart Wi-Fi tools, and then I have a device list guest access and all the other stuff. and regular router settings, I have connectivity, troubleshooting, Wi-Fi, security. Yes. Correct. Yes. Yep, yep. Okay, now I want
61:00
Speaker 2
Oh, so you are on the router settings already? Yeah. Okay. Yeah, can you, there you can see around seven boxes. The first box is network status. Is it connected? Right. I'm sure it's connected. OK, can you scroll down below the boxes? It's at the right bottom corner. OK. You can see it in blue text and user license agreement. Privacy statement. Kindly look for the two-letter CA.
61:00
Speaker 1
I have seven boxes on this page, um they are network status, Linksys home network, white, yeah, I, I don't have one. You you you asked me to look for one and I don't. Oh, okay. Okay. Um. Yep, yep, yep. I can see OK privacy policy. Um, um No, no, I don't I don't see that. I have End user license agreement, privacy statement, um third-party licenses and um OK privacy policy. I don't see anything else. [silence]
62:00
Speaker 2
Ah, no. Uh, no. It's below the boxes. Below. It's at the right bottom corner. At the bottom corner, sir. Mm. You, yeah, you can see it. end user license agreement, privacy statement. Yeah. Can you see the two letter C-A? Can you see C-A? C-A? Uh, maybe it's been...
62:00
Speaker 1
[silence] Okay. That's correct. It says 2.4 is link sys home. That's correct. Um the wi-fi name on that one is link sys home 551 and the [silence] and the same password yep.
63:00
Speaker 2
Maybe it's been clicked before. Below smart Wi-Fi tools, it's at the left hand side. Click on Wi-Fi settings. And there, on the Wi-Fi settings, you can see the 2.4 gigahertz and the 5 gigahertz. What is the Wi-Fi name on the 2.4? Okay, the password, you can see the password also, right? How about on the 5 gigahertz one? What's the Wi-Fi name? Okay, the same password with the 2.4. And there's on the second 5 gigahertz, too. Can you see it?
63:00
Speaker 1
I don't see the second one. I only see the the 2.4 band and the 5 band. I do not see the I do not see the Linksys home 5. Yes. Okay. Wi-Fi yeah I'm at Wi-Fi settings on the laptop. I I must be at the wrong place. On the on on the Wi-Fi settings oh on the on the um sorry.
64:00
Speaker 2
Okay. So cause you said there's like five gigahertz also showing on the settings, right, on the Wi-Fi list. Okay. Can you go to the Wi-Fi settings on your laptop? Yes, like on the Start settings. then click network and internet. I don't know, or you can just go to the settings like the gear icon.
64:00
Speaker 1
I, and where will I find, I'm I don't see the gear icon on this page, I'm on I'm on I'm looking at smart Wi-Fi tools and router settings. I don't see any gear. I I I'm I'm on my desktop at the moment, but I think that's the same as my lap. Sorry, I'm on my laptop. You want you want me to go to my? Yes, it's when I've got a it, both Windows 11.
65:00
Speaker 2
Settings on your laptop. Yes. Not actually there. Right on your laptop, sir. You can see the Windows icon, like the four square and there's like a search bar. Is this a Windows, is this a Windows laptop? Okay, hold on. Okay. Windows 11, but of course, we're just using one device. Okay,
65:00
Speaker 1
Mm. Mm. Mm. I can see home the name of the laptop Linksys home connected secured. And then what do you want me to look for now? Network. Okay, networking internet. I've got it. Yep.
66:00
Speaker 2
Yeah, on your Windows 11? Can you click on the Windows icon, like the four square right there? Four small squares. Click it. And then there you see the settings, like the gear icon. And then you click it. And then you can see home system, Bluetooth device, and then Network and internet. Network and internet. And then... Okay, hold on.
66:00
Speaker 1
Yep. [silence] Okay. [silence] Yep. [silence] Yes, I do. [silence] Well, here we go. [silence] This, I can only see, [silence] I can see Linksys home. [silence] My Linksys. [silence] Look at that, I've got two Linksys homes. [silence] Um, I've got. [silence] Um, well, let me just. [silence]
67:00
Speaker 2
You can see Wi-Fi right there? just give me a minute. uhh So when you click wifi, then click wifi and then can you see manage known network? uhh yeah, when you click manage known network, you will see the Wi-Fi name, right? uhh yeah, you hover your mouse to the name that you want to delete cuz there's option for you to delete or forget. cuz I guess that's maybe the 2.4 and the five.
67:00
Speaker 1
um and the and and there is only only one Linksys 5 I've got Linksys home 5 and Linksys home and 21 six six my guest guest one but I've also got this Linksys home at the top you know what I'm going to do I'm gonna I'm going to um because I didn't have an option to delete it um it's a public network a connection related support it properties that one says connect automatically when in range let me look at the other one and see what that says oh so that one does not connect automatically so that one I think I would like to delete the second one Yes, Yes, I do. the Um, the the the the Uh guest network name is Um my street number 2164 and then guest. And that has yeah, and and that that one has its own separate um um own separate password. Um So uh So I Uh the the the second one Um Um I I don't see an option to Um I see it it has the same password. Maybe maybe that's because So I'm going to to I'm going to go back and just see if I can forget it. [silence]
68:00
Speaker 2
sir, also, do you have a guest network? Did you create a guest network? Or maybe that's the guest network Wifi name broadcasting. Ah, okay, so that's different. [silence] Oh, I see. Okay, then just proceed to delete that network. Delete.
69:00
Speaker 1
Maybe that's, maybe that's what I need to do. Okay, it's now gone. And so I have just the one links says home. And, um, you know, while I'm on the phone with you, can I try connecting my phone to that to that network. This this this this may be the, um, this may be what the issue is. Um. Yes, yes, it's 9-1-6-7-9-9-9-2-4-9. It's that that's 9-1-6-7-9-9-9-2-4-9.
70:00
Speaker 2
okay. Yes, trial. Uh-huh. Uh-huh. so, yes, sir, try to connect. Uh-huh. and can I have your phone number, sir, just in case you get cut off, then I can give you a call. Okay, 916-799-2491. Okay, thank you, sir. Yeah, 916. [silence]
70:00
Speaker 1
49. Okay. Um I'm going to um try and um connect to... And it still it still says it's the wrong password. Let me just to it again. unusual0364. So that is the correct password. That's what the same password is for everything. Good. It still says incorrect password.
71:00
Speaker 2
I
71:00
Speaker 1
uh... um... okay, now I'm I'm um... I'm I'm back um there and the um the the name is LinkSys Home and that that's the same as I have on my my phone and I've I've tried forgetting it on you know why I'm going to try forgetting it on my phone. Um, let's just um let's just um pretend it doesn't exist. Forget network and it's gone. Now I've got LinkSys Home.
72:00
Speaker 2
Well, go back to the Wi-Fi settings on the router settings and double check the password. Maybe it's also not your Wi-Fi name. Maybe it's not your network. Mhm. Mhm. Mhm.
72:00
Speaker 1
Fingers crossed. Unusual Zoom. Unusual Zoom 364. Still says incorrect password. Yeah. Right, but if I change that password, won't that change everything on all the devices I have connected? Won't it disconnect all of them?
73:00
Speaker 2
Yes sir. Okay, how about this one? Hmm? We can go back to the Wi-Fi settings, right on the router settings. You can try to change the Wi-Fi password right there. Try change the Wi-Fi password. It's in the password only. Well, it was.
73:00
Speaker 1
No No I've had this phone for two years and it's only recently that it uh told me I had a wrong password. Yeah Yeah I mean I I I I've got the it's the same it's the same I've I've written it down it's the same password on everything um my password [silence]
74:00
Speaker 2
really not disconnect, but you just need to enter the password to each of the device. Unless you change the Wi-Fi name, it will really disconnect to the Wi-Fi. Yes, it might be or it might disconnect or it might not. But since your phone cannot connect, it's like it has the wrong password. So that's the only way to do it. Third, is this a new phone? [silence] Yes. Because there's no other way for us, because when you check on the Wi-Fi the Wi-Fi settings. Okay. uh it's the same password, right?
74:00
Speaker 1
you know, I just don't want to change the. If I if I change the password, um, and then it allows me to me to connect. Um, but then I'm going to have to go through and change the password on all of the devices I have connected on site because they're all going to disconnect. What will what will what will they automatically um, um, won't they they won't they won't reconnect because it'll be a different password. Oh, listen, I've tried I've um, I've reset the phone, I've reset the modem, um, I've done I've done all of that stuff. Um, and and and and the the the the the issue is with the phone.
75:00
Speaker 2
Mm-hm. Yeah, it might disconnect or it might connect automatically. But it's really like, you need to enter the password Manager or you can try to like restart your phone first.
75:00
Speaker 1
oh geez, [silence] because the lap the laptop I'm working on is connected um to um on home and everything else I've got around here is connected via on home. It's only the phone that won't connect. [silence] And I've um and I just don't want to do that [silence] because um I'm with Xfinity.
76:00
Speaker 2
Exactly. Exactly, yes, sir. 'Cause everything is working except this single device. So we don't need to touch anything on the router settings. It should be always on the phone only. Uh who is your internet service provider, sir? Just want to ask. - Xfinity. Okay, you can just first try to like, uh restart your phone or just leave it as it is 'cause you might be locked out for multiple attempts. Okay. And because, yes, as what I'm saying, everything is working on the router except this phone. And of course, if you would try to change the phone
76:00
Speaker 1
no, I've I've called you guys a couple of times over the years I've had this this Lynx this um um mesh network for probably six years and it works fine, I like it a lot. it just it it does it's a good um it does a good job. Yes, sure, sure. First name is Brian, B-R-I-A-N, B-R-I-A-N, A for Albert and then Wilkinson, W-I-L-K-I-N-S-O-N. That is Brian, B-R-I-A-N, at brianwilkinson.com.
77:00
Speaker 2
Case on this system. okay. thank you sir. what's your first name? B-R-I-E-N. the last name? yeah. A-N Alfa. Alfa, Nancy. and the last? W-I-L-K-I-N-S-O-N. how about your email address? brianwilkinson@com. okay. yes, sir. so, how about this one? you can try first uh calling the manufacturer of the phone, try to restart the phone. if it still cannot connect, then you can disable screen recording.
78:00
Speaker 1
Yeah. Yeah, okay. I think what I'm going to do is my phone is all backed up. Um I'm just going to do a factory reset on my phone. And uh and um because I've tried I've tried um doing um a reset of the um of the wireless connections in my phone and that didn't change anything. Um this is very frustrating. Okay, well then I I'm I'm I'm sorry that I don't have a solution yet. Thank you for um helping me through. The most important thing was discovering that there's not a real that I'm not not anywhere close
79:00
Speaker 2
like decide if you want to change the Wi-Fi pass code, because it will really take a lot of work to like reconnect a each device entering the password rather than uh troubleshooting your phone. And then give us a call, sir, if you decide to change the Wi-Fi password. Let's see. okay. [silence]
79:00
Speaker 1
Yeah, to a limitation on the number of devices, because I thought at one stage it may be that because if I was close to the limitation that that was causing the thing to be a little awkward, but that's not the case. So I will, I will keep, I will keep, I'll keep working on this then. Um I also, um, perhaps if I reset, oh that that that, um, Linksys 1 still appears on my, um, on the, um, on the, Wi-Fi settings on the, um, on the desktop here.
80:00
Speaker 2
yes, that's an option mhm mhm mhm yeah, you can just leave it as it is because you already deleted the network uh and then if there's really no other options uh yeah we can really try to change the wifi name and the password or the password only uh well, it's up to you but we can try everything but uh
80:00
Speaker 1
Yeah, what? okay Okay, I will do that. Thank you. Thank you for your help. I will keep working on this and see if I can make things work. Thanks so much. Bye-bye. Yeah, I'm doing it now.
81:00
Speaker 2
try it on the phone first try to troubleshoot the phone, rather than troubleshooting everything on the router and give us a call back, okay? You're welcome, sir. You have a nice day. You take care always. Bye sir. And you may end the call. Thank you, sir. Okay. [silence]
81:00