V2 Rubric Detail — 66a65c92-6e61-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 17:40
Duration
6m 41s
Contact
Chester Ramos
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00134305
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: 5 Ghz not working
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect technical information by stating that https://linksyssmartwifi.com is no longer available for remote access, which contradicts official KB documentation and constitutes a critical failure under rubric section 'Auto-Zero & Critical Failures' (A-F). This misinformation prevents the customer from using a valid self-service tool and undermines trust.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication3.75/5
Ownership2.86/5
EscalationN/A
Customer Exp0.71/5
Overall0.0% (-40.0)

V2 Grader Summary

The agent failed to resolve or meaningfully advance the 5GHz connectivity issue, provided factually incorrect information about remote access, and deferred all action to the customer. Despite maintaining ownership and using accessible language, the lack of accurate technical guidance, proper tool use, and empathy resulted in an unresolved case with high customer effort. The materially false statement about linksyssmartwifi.com triggers an auto-zero under critical failure rules.

V1 Case Analysis

Customer reports 5 GHz Wi-Fi not connecting; two separate SSIDs for 2.4 GHz and 5 GHz. Agent advised accessing router locally via http://192.168.1.1 to check band settings and suggested reset. Incorrectly stated Linksys Smart Wi-Fi remote access is no longer available. Ticket created; issue unresolved.

Troubleshooting Steps
  • Advised customer to log into router locally via web UI to inspect 2.4 GHz and 5 GHz settings
  • Suggested a router reset if settings appear incorrect
Key Observations
  • Agent did not request or verify the router model, which is required for specific band-configuration guidance.
  • Provided materially false information: claimed Linksys Smart Wi-Fi remote access is no longer available, which is directly contradicted by the KB (see universal_escalation_guide.md and universal_firmware_update.md).
  • No concrete steps were given to enable or troubleshoot the 5 GHz band (e.g., checking SSID visibility, channel settings, or firmware).
  • Agent did not confirm whether the customer could access the router admin interface or knew the admin password, creating a potential blocker.
Positive Highlights
  • Collected previous case number (035-18582) and serial number (33D10M2AD01983) from the customer.
  • Created a support ticket and confirmed the customer's email address and name.
  • Provided a clear direction to access the router locally via http://192.168.1.1 or http://myrouter.local for further investigation.
Agent Errors / Gaps
  • Did not collect router model number or confirm warranty status, which are critical for troubleshooting band-specific issues.
  • Gave materially incorrect statement that Linksys Smart Wi-Fi.com is no longer available. This service is still active and supported per KB (universal_escalation_guide.md and universal_firmware_update.md).
  • Failed to provide specific instructions for enabling or troubleshooting the 5 GHz band (e.g., checking if the band is disabled, verifying SSID broadcast, or confirming channel settings).
  • Did not verify that the customer had access to the router admin interface or knew the admin password, which is necessary for the suggested steps.
  • Suggested a vague 'reset' without diagnostic steps to confirm the root cause of the 5 GHz issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent created a ticket but did not resolve the 5GHz connectivity issue or confirm any resolution path; customer was told to call back later to attempt self-troubleshooting.
R2 Not Met Diagnostic thoroughness conf 90%
No actual troubleshooting steps were performed — agent only suggested the customer check settings later without verifying model, firmware, or current configuration.
R3 Partially Met Correct resolution path conf 85%
Agent opened a ticket (appropriate for continuity), but failed to determine warranty status, product model, or attempt any meaningful troubleshooting before deferring action.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (5GHz not working) but asked no diagnostic questions about device model, firmware, or recent changes to justify a root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent claimed remote access via linksyssmartwifi.com is no longer available, which is factually incorrect per KB; missed opportunity to guide customer to valid self-service tools.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated that remote access through https://linksyssmartwifi.com is no longer available, contradicting official documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but failed to set clear expectations, frame next steps, or guide the interaction toward resolution; conversation drifted into support hours discussion.
C2 Met Confirmed understanding conf 90%
Agent used plain language and responded directly to customer questions, adapting communication style to a non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent did not transfer the call and took ownership by creating a ticket and offering to send details to the customer’s email.
O2 Not Met Proactive follow-through conf 90%
No specific next steps were given for resolving the 5GHz issue; customer was simply told to call back later with no timeline or action plan.
O3 Partially Met Closure confirmation conf 80%
Agent acknowledged the previous case number but did not reference any prior history or documented troubleshooting steps from that case.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within scope for L1 support and did not meet escalation triggers.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer frustration or inconvenience despite repeated attempts to get help on an ongoing issue.
X2 Partially Met Tone & rapport conf 85%
Agent remained polite but did not adjust tone or pacing in response to customer’s evident frustration and confusion.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat effort by being told to call back later and perform all checks independently, increasing their workload.
Call Transcript12 turns · 13 lines
Speaker 1
[silence] Hi, good morning, good afternoon. Um, I have um, um, have some problems connecting to one of my.
00:00
Speaker 2
Welcome to Lynx. 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. Linksus.com. Please have your device serial number ready. For assistance, press. For out of warranty products, paid support may be available depending on your issue. 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. Hi, thank you for calling Lynx. This is Joy. How can I help you today?
00:00
Speaker 1
um, Okay. Okay, um, I do, I did have a previous case number from last year that I could provide to you maybe. Yes, once the Case number was 035-18582. Yes. And I do have um did you say you won the the I do have my app that I can refer to as well. Um did you want me to I do have my app? Oh yes. Okay. I do see the serial number. Um it's 33 D as in cat 1 0 M as in Mary 2 A as in apple D as in dog 01983. Uh spectrum.
01:00
Speaker 2
0:00:35 03518582. [silence] 0:00:35 03518582. 0:01:14 Um, if you have the app, you can also check there, the serial number. 0:01:14 Um, if you have the app, you can also check there, the serial number. 0:02:23.084 Okay, got it. 0:02:23.084 Okay, got it. 0:02:25.174 And who is your internet service provider? 0:02:25.174 And who is your internet service provider? 0:02:56.574 Okay. 0:02:56.574 Okay. 0:03:06.684 So like the 5G Hertz won't work,
02:00
Speaker 1
Yeah, on the network, um, we're normally, you know, flipflop from the 2.4, I think, to the 5. And, um, the 5 doesn't seem to be working with our phones and our computers. Um, yes, they're two different network names and, uh, they're separated, correct.
03:00
Speaker 2
The 2. 4 and 5 gigahertz are separated, right? Like they have different network names. Okay, I see. Regarding with that one, I suggest that you access your router settings using a computer or it also works on an iPad or tablet, to double check the settings of your individual network for 2.4 and five. You can reset.
03:00
Speaker 1
OK. OK. So, can I do that on the app or is that something that I have to do on the desktop? That see OK. All right, I'll have to do that when I get home and maybe get some guidance from you through a phone call. Um, what are your operating operations? Mm-hmm. OK.
04:00
Speaker 2
like combine them first and then after that you can separate them again and also to to check their speed test after on a desktop because right now we can no longer access or like do remote access using the app or a computer since ace Linksys Smart Wi-Fi.com is no longer available. so we can only access your devices, yeah, locally, using router password only. Um, we are open. Let me just double check again. Maybe we have changed up. This is ours Just a moment
04:00
Speaker 1
okay from 11 to 8:00 p.m. Eastern Standard Time okay um it sounds a. p.m. to 11. okay sound 11:00 p.m. right okay. Sounds good. I will um give you a call maybe sometime tonight and uh can I put in a case number I guess um just for for reference. Mhm. Well that sounds that's correct. Then uh
05:00
Speaker 2
[KEEP_UNCERTAIN] We open at 8 a.m. to 11 p.m. Eastern Standard Time Monday to Friday. Yes. 8:00 a.m. to 11 p.m. Yes. Yes, sure. Let me just create a ticket for you. Just a moment. Is this your email? Chester.r.ramos@gmail.com. Right? [silence]
05:00
Speaker 1
That's correct. Chester, Ramirez. Perfect. That would be great. Awesome. Thank you so much. You too. Bye bye. [silence]
06:00
Speaker 2
Okay. Now your first and last name, please? [mumble] Or I can also send you the ticket number instead on this email. Would that be alright? Okay. Alright. There it is. I'll just send you the ticket number after this call. You're welcome. Have a good day! Bye.
06:00