V2 Rubric Detail — 6b3b89fc-766e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 23:33
Duration
15m 25s
Contact
Michael Naylor
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#TE00076387
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODES LOST CONNECTION.
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall77.5% (+41.5)

V2 Grader Summary

The agent correctly diagnosed and executed the 2.4GHz SSID configuration using proper tools and maintained ownership, achieving partial resolution. However, the lack of explicit empathy for prior frustrations and incomplete confirmation of device reconnection prevent a full resolution outcome, though all technical steps were accurate and appropriate.

V1 Case Analysis

Customer requested a dedicated 2.4 GHz SSID on MX6200 for smart devices. Agent instructed access via incorrect IP (10.69.1.1), renamed SSID, but did not verify band enablement, disable band steering, or confirm device connectivity. No serial number or warranty collected. Issue unresolved.

Troubleshooting Steps
  • Confirmed customer's case number (TE0076387) and contact details.
  • Identified router model as MX6200.
  • Instructed customer to access router via 10.69.1.1 (incorrect).
  • Guided customer to click CA link and navigate to Wi-Fi settings.
  • Instructed to rename 2.4 GHz SSID and apply changes.
  • Placed customer on hold for 5 minutes without clear purpose.
Key Observations
  • Agent provided incorrect router access URL (10.69.1.1 at [04:00]), which is not a standard Linksys local address per KB.
  • No verification that the 2.4 GHz band was enabled, active, or that devices successfully reconnected after SSID change.
  • Critical troubleshooting steps missing: did not disable band steering, check channel settings, or reboot router.
  • Serial number and warranty status were not collected despite being a technical troubleshooting call.
  • Agent placed customer on hold for 5 minutes ([09:00]-[14:00]) without explaining the purpose or providing updates.
  • Call ended without confirming resolution or providing a clear next step beyond checking the website.
Positive Highlights
  • Correctly identified the customer's hardware model (MX6200) from the record at [03:00].
  • Retrieved and confirmed the customer's case number (TE0076387), name, phone, and email at [02:00]-[03:00].
  • Guided the customer to the CA link and Wi-Fi settings section, which is correct for MR/MX-series navigation per universal_wifi_band_management.md.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Provided wrong local router URL (10.69.1.1) — correct addresses are http://192.168.1.1 or http://myrouter.local per universal_wifi_band_management.md and linksys_cloud_account.md.
  • Did not confirm that the 2.4 GHz band was enabled or active before attempting SSID change, violating troubleshooting protocol per universal_wifi_band_management.md.
  • Failed to disable band steering, which is a common cause of smart device connection issues per universal_wifi_band_management.md and universal_legacy_device_wifi.md.
  • Did not collect serial number or verify warranty status, violating required protocol for troubleshooting calls per universal_escalation_guide.md.
  • Placed customer on hold for 5 minutes without explanation or progress update, violating efficiency and communication standards.
  • Did not verify resolution by confirming device connectivity to the new 2.4 GHz network, leaving the issue unresolved.
  • Did not perform basic troubleshooting steps such as rebooting the router or checking firmware version.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer confirmed SSID rename and application of settings, but later stated 'there are still some things I don’t see yet' — indicating incomplete device reconnection and unresolved connectivity for all smart devices.
R2 Met Diagnostic thoroughness conf 85%
Agent guided customer through correct access path (10.69.1.1 → CA link → WiFi Settings), verified current state, and executed targeted fix for 2.4GHz SSID separation — a logical sequence aligned with KB procedures for band management.
R3 Met Correct resolution path conf 95%
Issue was a configuration request (separate 2.4GHz network) not a hardware or warranty issue; agent correctly pursued setup via router UI, consistent with best-effort support regardless of warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified core symptom (missing functional 2.4GHz network), confirmed device model (MX6200), accessed router UI to inspect current settings, and implemented corrective action — demonstrating logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 95%
Use of local web interface (10.69.1.1) and navigation to the CA link to reach full settings is the appropriate and required tool for this configuration task per universal_wifi_band_management.md; no additional tools were necessary.
T3 Met No misinformation conf 95%
Instructions to access CA link, navigate to WiFi Settings, rename 2.4GHz SSID, and apply changes are fully accurate per universal_wifi_band_management.md; no technical errors were made.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained control during troubleshooting and gave clear hold estimate, but failed to open with interaction framing or agenda; transitions into technical steps were abrupt without setting expectations.
C2 Partially Met Confirmed understanding conf 85%
Agent used terms like 'CA' and 'apply' without checking understanding; customer required repetition ('clicked on C. A.') suggesting possible confusion, though they ultimately followed instructions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to end, referenced prior L2 interaction using ticket number, did not transfer, and completed the configuration attempt without abandoning responsibility.
O2 Partially Met Proactive follow-through conf 80%
Agent set a clear hold duration (2–3 minutes) but did not establish a post-resolution follow-up plan or timeline despite lingering device visibility issues noted by customer.
O3 Met Closure confirmation conf 95%
Agent referenced prior work with Level 2 technician and used existing ticket number (TE0076387), avoiding re-asking for basic account or history details.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was a standard configuration request resolvable at L1 per KB guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation path is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent remained polite and professional but did not acknowledge customer’s expressed frustration about long holds and repeated contacts ('we were on hold for so long') — missing empathy opportunity.
X2 Partially Met Tone & rapport conf 85%
Agent matched customer’s pace during UI navigation but did not adjust language (e.g., explain 'CA' as 'Configuration Access') when customer echoed the term uncertainly.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by guiding directly to correct settings, but required customer to perform all actions; a remote session (if available) could have further reduced customer effort.
Call Transcript20 turns · 22 lines
Speaker 1
[silence] [silence]
00:00
Speaker 2
[silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] My, um, 2.4 gig network. So, a lot of my devices are still not working. I just need to really be able to go in and set up the, uh, two, two, four networks in addition to the five gig. The 5G is already set up. Uh, but I also had a network that was 2.4 gig for all of my smart devices, software. Uh, and unfortunately, we were on hold for so long and back and forth trying to get it working. Um, I thought it was going to be set up automatically, but it wasn't. So, I just need to set that network back up. Yes. Yes. [silence]
01:00
Speaker 2
Mm-hmm. Okay. So, you just want to trouble, trouble, the 10, ah, 1G, right? Mm-hmm. Mm-hmm. Okay. The 2.4, right? Okay. So, let me just check. Um, do you have a ticket number or reference number, so I can pull up your record? [silence]
01:00
Speaker 1
he didn't give me one earlier today, so we're using, uh I guess the same one I had, and that one is, uh hang on, I got it here. It's T is in Tom, E is in Edward, 0076387.
02:00
Speaker 2
Okay, uh, Mm. Okay, let me just, um, pull up your record. Thanks. And here you are, Alright, um, I was able to pull up a record here it's under Michael um, Michael Naylor, and email address is Natalort at gmail.com. Phone number is 919-564-6590.
02:00
Speaker 1
Are like, What are they like? I assume they're all solid white. Yes. Yes, nothing's changed there.
03:00
Speaker 2
Okay, so let me just um, review the troubleshootings that you made with the um, with our Level two technician, hold on. Um, what are the lights on your all um, you've got four nodes, right? Uh-huh, you have, yes, they're all um, M-X-60-200, right? Uh-huh, uh-huh, and those the nodes are MX 6200, right? Uh-huh. Uh-uh.
03:00
Speaker 1
It is. Mm-hmm. with HTTP or just that number? Okay, so that was already in there. Let me see if it popped through.
04:00
Speaker 2
All right, so okay, so using your phone, we'll use your laptop Sir for easy navigation. Did you open, this laptop is already connected to the wireless network, right? Okay, so just open internet browser and then on the address bar, please type this number. That's ten dot six nine dot one dot one Just that number what says and then later on it will just automatically add the HTTP S. Okay
04:00
Speaker 1
And it says internet connection is down, but that's not true. It's connected here. Oh, it's... Well, wait a minute, it's on my other network. Hang on. It's on NAVEL. And You're asking me to sign in, so I'm waiting to... I'm waiting to sign in so it's coming up. okay, so yes I'm signed in with NAVEL
05:00
Speaker 2
again 10.69.1.1, right? Make sure it's connected to the link Sus router. Is that the access router? okay.
05:00
Speaker 1
two dot four, May develop five, and they develop six. Well, those are just the Wi-Fi settings, but. now I'm connected, and it's pulled up that screen. I was just sharing what came up on that screen. So I got Linksys Smart Wi-Fi tools, device list, guest access, priority, and speed check. And then router settings. Okay. Go to California.
06:00
Speaker 2
But right now, sir, it shows, um, router access or access router. Or you are just trying to connect right now to the uh Wi-Fi. Mm-hmm. Mm-hmm. Okay. Okay. See, Kaley, um, Kaley, scroll down for a sec, scroll down and look for, um, CA that's on the same line with uh End user license agreement. On the far right, there's an option, CA. You'll have to scroll down the page.
06:00
Speaker 1
Okay, I clicked on C. A. and it, uh, it again. Yeah, it did. Wi-Fi 2.4 gig. Okay. Well, I don't know if any of them are connected because they're not responding now. Uh, let me see, because I need to know exactly what we had before. So it's nay vel loop, nay hyphen vel loop.
07:00
Speaker 2
Mm hmm. It will refresh the page. And then, after that, click on Wi-Fi settings. And, by the way, so, once you change the name, the devices that's currently connected to the 2.4, it will be disconnected, so all you need to do is just reconnect to the network. Mm-hmm.
07:00
Speaker 1
Very nice. You can develop hyphen underscore 2.4 gigahertz. Okay. Okay, that's it. And then I just do apply. There's your updating Wi-Fi settings. Yeah, it's good. Uh you wanna continue? Yes. Client changes. Then it brought me back to that same screen to OK, cancel or apply. Just OK?
08:00
Speaker 2
Affirmative. Yeah, just click OK. Then check now your devices that you want to connect to the 2.4. And then while you're doing that, it's okay if I can place you on hold for just around two to three minutes. I'm just going to check my resources here. I'll be back, okay? Just stay on the line. Thank you. [silence]
09:00
Speaker 1
Yeah, when I click on device list though, it's just... Um... Yeah, it didn't show anything at first. It's still not doing anything. Now it's just waiting. Okay. Now it's pulling up the device. So, yeah. I'm starting to see some of them. Uh starting to see some of the other devices. Uh There are still some things I don't see yet, but I imagine hopefully they'll pull in. Stick up cameras, Roku. Yeah. Okay. I hope so. Okay. What was your name again there, ma'am? Sorry. Carla. Thank you very much, Carla.
14:00
Speaker 2
Is that um on their user interface of the router? Okay, alright. Is it all good now? Okay. Okay, just give us a call anytime sir, if you need further assistance on your Lenovo devices, okay? Um, Carol Lasser. you are welcome and thank you for calling [silence] Thank you for calling Linksys, sir, and thank you for cooperating with a troubleshooting. If you want updates, you can check our website support.linksys.com, okay? And have a great day, sir. Goodbye. Hello, sir. You're welcome.
14:00