V2 Rubric Detail — 6c0535b0-71b2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 22:57
Duration
29m 2s
Contact
Mary Passaglia
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134984
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 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: stated default admin password is 'admin' (false for SPNM60/62), and dismissed solid red LED as unimportant (a critical status indicator). This constitutes a material inaccuracy that derails technical accuracy.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent successfully resolved the customer’s connectivity issue through structured troubleshooting and Wi-Fi configuration, with the customer confirming full functionality. However, the agent provided two critical technical inaccuracies—claiming the default admin password is 'admin' (which is incorrect for the likely SPNM60/62 model) and dismissing a solid red LED as unimportant—triggering an auto-zero under the rubric. Despite resolution, these errors compromise technical integrity.

V1 Case Analysis

Customer reported no internet and red parent node light. Agent performed modem/router power cycle and IPv4 release/renew. Configured separate SSIDs for 2.4GHz, 5GHz, and 6GHz with common password. Customer confirmed internet and Wi-Fi working.

Troubleshooting Steps
  • Checked router status, ports, and IPv4 address.
  • Power-cycled ISP fiber modem and Linksys parent node.
  • Released and renewed IPv4 lease via router diagnostics.
  • Renamed and separated 2.4 GHz, 5 GHz, and 6 GHz SSIDs and set a common Wi-Fi password.
Key Observations
  • Agent never asked for or recorded the router model, serial number, or warranty status.
  • Instructions referenced a "CA" link and navigation steps that were unclear to the customer and not documented in the Linksys KB.
  • Agent assumed default admin password is "admin", which is incorrect for many Linksys mesh devices.
  • Agent failed to identify that the customer was using a tri-band mesh system (implied by 6GHz band) and did not confirm model-specific UI paths.
  • Parent node remained solid red after troubleshooting, but agent dismissed it without explanation or reference to KB guidance on LED states.
Positive Highlights
  • Guided the customer through a correct power-cycle sequence (modem first, then router) ([05:00]–[09:00]), which aligns with KB troubleshooting steps.
  • Correctly identified the need to release and renew the IPv4 lease to resolve the blank IP address ([13:00]–[15:00]), a valid step for WAN connectivity issues.
  • Successfully guided the customer to separate 2.4GHz and 5GHz SSIDs, improving legacy device compatibility ([18:00]–[21:00]). This aligns with the KB guidance on band separation for older devices.
  • Confirmed resolution with the customer by asking them to test internet on laptop and TV ([23:00]–[26:00]), ensuring operational closure.
Agent Errors / Gaps
  • Assumed default admin password is "admin" without confirming device type ([00:00]). This contradicts the KB, which states that many Linksys mesh devices (e.g., SPNM6x, newer firmware MX/WHW) do not use "admin" as the default password.
  • Did not collect essential product information (model, serial, warranty) at any point, which is a protocol failure for troubleshooting calls.
  • Provided vague navigation cues ("click on CA", "scroll down") that confused the customer ([01:00]–[02:00]). The "CA" link is not documented in any Linksys KB, suggesting incorrect or unsupported UI guidance.
  • Misidentified the router's UI structure by directing to a "CA" link not documented in the KB, indicating potential hallucination or incorrect guidance.
  • Failed to explain why the parent node LED remained solid red after troubleshooting, contradicting KB guidance that solid red indicates a network error or failed update ([26:00]).
  • Did not verify whether the customer's device supported 6GHz before instructing 6GHz SSID changes, which could cause confusion for legacy devices.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet is working and says 'everything’s working fine now,' with devices connecting successfully.
R2 Met Diagnostic thoroughness conf 95%
Agent performs logical troubleshooting: checks network status, runs release/renew, power-cycles modem, verifies connectivity via ping, and configures SSID separation.
R3 Met Correct resolution path conf 94%
Agent follows correct path for connectivity issue—no unnecessary escalation or factory reset; applies best-effort troubleshooting appropriate to the scenario.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identifies symptom (exclamation mark on internet), asks targeted questions about IPv4, port status, and firmware, and logically narrows to WAN-side issue.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately uses router web interface tools: diagnostics, release/renew, ping, and traceroute—correct tools for a connectivity issue.
T3 Not Met No misinformation conf 92%
Agent incorrectly states default admin password is 'admin'—this is false for newer models like SPNM60/62 which use WiFi password as default; also dismisses solid red LED as unimportant, which indicates a serious connectivity problem.
Communication
C1 Met Clear & professional language conf 96%
Agent maintains control throughout, gives clear instructions, sets expectations (e.g., 'wait one minute'), and guides customer through complex steps.
C2 Met Confirmed understanding conf 94%
Agent uses simple language, checks customer's screen view, repeats steps when needed, and adapts to customer’s pace and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owns the case from start to finish, performs all troubleshooting, and resolves without transfer or avoidance.
O2 Met Proactive follow-through conf 97%
Agent provides clear next steps (e.g., power-cycle, wait one minute), and no further follow-up is needed as issue is resolved.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted—issue was resolved at L1.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expresses gratitude, acknowledges patience, and ends call with empathy and professionalism.
X2 Met Tone & rapport conf 93%
Agent matches customer’s emotional tone, allows time for navigation, and remains calm and supportive during confusion.
X3 Partially Met Overall experience conf 89%
Customer had to navigate UI multiple times and struggled to find 'CA' and settings; agent could have provided clearer guidance to reduce effort.
Call Transcript45 turns · 51 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. Oh [silence] Hello. Good evening. This is Epi, from Linksys. I'm calling for Mary Bacaliah. Yes, ma'am. I don't know what happened. We got disconnected. [silence] The router password by default. Yeah, okay. Yes. By default, ma'am, that is admin. Sorry. A D M I N All lowercase. [silence] Yes, ma'am. [silence] No worries.
00:00
Speaker 2
This is she. Do I need? Yeah, do we need, do I need to put in my router password? Now that I, I, that's what. See, am I in? And sign in. Okay. Thank you for calling back. Okay, smart. Okay, now I
00:00
Speaker 1
Okay. yeah. So you see the network status there. Is it connected? Does it have like, um, um, green thing? Got an exclamation. Okay. All right. Kindly look for CA. Do you see CA there beside privacy policy? It's down at the bottom right now. If you, uh, scroll down. The letters are, are really small. So if, if you look at the, uh, privacy policy beside it, you should see CA.
01:00
Speaker 2
I've got a big picture. Linksys Smart Wi-Fi tools. I've got my network status. What would you like me to... I see my Wi-Fi settings are to set up 01f.Okay. It says this device... Yeah, it says this device, then it shows the routers, then it says Internet and it's got an exclamation point. Hold on. Correct. Priority.
01:00
Speaker 1
no not that one. underneath. you should see no not that one. that's the uh That's the left panel. but look at the uh the one below. you should see there end user agreement the uh terms and service Okay. click on CA. click on CA first. And once you clicked it kindly go to troubleshooting OK.
02:00
Speaker 2
Okay, hold on, let me, let me look on this thing, it's not under the right-hand side where it has Wi-Fi tools, right? See, I can't do this, I can't do this, I can't do this, I can't do this, I can't do this, I can't do this, I can't do this, I can't do this, I can't do this, I can't do this, I can't do this, I can't do this, I can't do this. Yes. Okay, I see a CA, a CA. Okay, troubleshooting, okay.
02:00
Speaker 1
And then under status, look for report, click on report.
03:00
Speaker 2
I got it. The firmware version, Version. Firmware Version, okay? You ready? It's 1.1, yeah one point one point, 19, .215, 389.
03:00
Speaker 1
Scroll down. Scroll down at the very bottom. And look for ports. And then under ports, you see there internet, right? Now, can you see an X mark under 1GBPS? Mm-hmm. Okay. Mm-hmm. Okay. Okay, so there's an there's an X under 1GBPS, right? Okay, yes. That's what I need to know. So, kindly scroll up. Okay. Scroll up, and look for internet connection.
04:00
Speaker 2
I have it? Correct. Okay. Ports, there are two. One says internet and then it has the 10 slash 100 bits and then and then there's a second box and it says one and then one G has an X in it. Yes. Yes. Okay.
04:00
Speaker 1
IP v4. Okay. Now, what is the connection type there? Okay. Now, below that, is there an internet address? Do you see numbers? They're all, I mean, is it blank? Okay. All right. Since it's blank, we need to turn off your modem, the one from Fiber Optics. turn it off. Uh, I mean, turn off the linksys first, the parent node. Okay, just the parent node, unplug the p
05:00
Speaker 2
okay. Internet connection PV4, okay. The connection type says automatic configuration, the SAT, first, uh, yeah. Internet connection I-P-V-4 says connection type, automatic configuration, D-H-C-P. No.
05:00
Speaker 1
Power and then unplug the power of your modem the one from fiber optic mmhm and we'll leave them off for one minute okay one minute yes I'll let you know so the model number of your modem is SC 1 2 2 A right is that the model number
06:00
Speaker 2
Okay.
06:00
Speaker 1
Okay, it's not the Linksys, but your, the one from fiber optic, the one from your internet provider. Yes. Okay, so now let's power on the modem first and then make sure all the lights are solid, all the lights are active.
07:00
Speaker 2
Okay. Yes. It's a Ft one, two two, a. Yeah. To. 80. 411 5. What is the model number of your wireless system? Model number of my of of of the the the wireless is the wireless system? Okay. Yes. It's a s T one, two two, a.
07:00
Speaker 1
especially the online light map that should be green or blue
08:00
Speaker 2
Yeah. Okay. It's.
08:00
Speaker 1
Okay, so, is, is- is it now, uh, is all the lights are lit up in- ?? Not the linksys, ma'am, but the modem first. We need to make sure that all the lights are lit up. Oh, the modem is already on. Okay. that is active. Now, uh, power on the, the linksys. okay, well, it, it may take a while for it
09:00
Speaker 2
okay fair the mother is yeah well not not on the mother Okay the modem's on. The modem's on. The modem's on. Yeah. Okay. Hold on. Okay. It glowed blue for just a second and then it went off.
09:00
Speaker 1
to turn solid. So, we'll just wait for that. Okay. The parent node light now, it's solid red. okay, can you check the lights on the modem, the one from your internet provider, Ma'am? What lights are lit there? does it usually red? It's always red. Okay. Did, um, have you tested your connection from your internet, provider, ma'am? Like, uh, do you have, uh, do you have a computer that is connect, um, that can be connected to your modem with a cable? So, it shows up the, they, they can, they can see the signal. Okay. Can we go back to your computer?
10:00
Speaker 2
extending that.
12:00
Speaker 1
Okay, do you still have the Linksys smart Wi Fi page and are you still on the troubleshooting? Okay, can we go to yep? Can we go to diagnostics please? And then, do you see their internet address, IPv4? Can we click on release and renew? Okay? Click on release and renew.
13:00
Speaker 2
Okay. [silence] Yes, yes, yes. Ah yes, troubleshooting router settings. Yep, diagnostic logs. Leave and renew. Okay. Okay. Now we have two things here. I have ping IPv4 and then I have traceroute. Okay, what is happening with the ping now? [silence] I saw a ping.
13:00
Speaker 1
Yeah, on the right side, you see the router diagnostic information. Below that, there's an internet address, do you see that? Okay, can we click on release and renew? Yeah, click on release and renew under IPv4.
14:00
Speaker 2
Yeah, right release, renew. Whoops, sorry, right release. That's the one you want me to do. your router's applying changes. Yeah.
14:00
Speaker 1
Yes. Can I have the numbers? 38.52. Okay, that's great. Okay. So that just means now the parent node is actually communicating with the with the modem, ma'am. So kindly press okay from there. From that screen, press okay. Now, please check the parent node light. Ma'am. It's still showing red. Okay, can we check first if there's an internet?
15:00
Speaker 2
okay. I just looked at it, it's still red.
15:00
Speaker 1
right now. Do you see their network status? Says this device, do you have check mark on both this device and then the... Okay, try to go online first, baby. Try to open any websites using that computer. So go to youtube.com. And that's the question mark. [silence] [silence]
16:00
Speaker 2
Yes, and my router says it's connected and the Internet says it's connected. When I look at my networks, you pardon. using using Okay. Well, it's it's something that I do not, I I'm going to do it for my television because my computer, I don't I don't have a lot on my I don't have a lot of crap on my computer. [silence] Hold on just a second, I've got a - they want my password. Sorry, I have to -
16:00
Speaker 1
yes oh by the way yes do you want to personalize your network or you want to leave it as it set up 01 s okay all right sure no problem can we go back to your computer so we can personalize the network first okay you're back to your computer now um can we click on do you still see the CA can can you see the CA option down below or it's not there anymore okay kindly go to Wi-Fi setting okay now you see See there, the 2.4 gigahertz band as well as the 5 gigahertz. [silence] You may rename it, ma'am. [silence] The WiFi name, you may change it to something else. [silence] You can use the same name that you had before, but we need to separate the names here, okay? [silence] So for the 2.4, you can use your name and then you put 2.4 at the end. [silence] The reason why we need to do that in order for us to identify which is the 2.4 and which one is the 5 gigahertz network. [silence] So, yes. [silence] Put in your name and then you just, you just put 2.4 at the end. [silence] Same goes with the 5. [silence] So your name and then you put 5.
18:00
Speaker 2
[silence]
19:00
Speaker 1
accept yes yeah the same name task and then five yes you can also set that up now so just just put task and then six for that since this is tri band now for the Wi-Fi password you may also set up a Wi-Fi password you may use the same Wi-Fi password that that the one that you had before you may set up an easy password too yes
20:00
Speaker 2
Okay, so, it's pass, 2.4, and then, on the five, what do I put, oh, on this one, I put five, and then, I have a, a third one, u, okay, okay, okay, they're done, do I hit, okay, okay, and put it on, yeah, I I do make it easy, believe me, I wish I could oh, I
20:00
Speaker 1
Yes. So you may you may set up the same Wi-Fi password for all network bands. Okay, for the 2.4 and the 5 and the six. So that that is actually just fine. And please take a picture of that now before you click apply. Cause you need those settings for your wireless devices. In case you happen to forget, you'll have a copy. Yes. [silence] [silence] [silence] [silence]
21:00
Speaker 2
I'm trying to put this thing so I can look at it more closely. Okay, I'm working on it. I'm on my last one. Okay. Okay, took a picture, now hit apply. You're updating your Wi-Fi settings pass two point four pass five and pass six.
21:00
Speaker 1
[silence]
22:00
Speaker 2
It gave me... And okay, yes, do you want to continue? Yes. Your routers are applying changes. Okay, it's there.
22:00
Speaker 1
Mm-hmm. Mm-hmm. uh-huh. Okay. Alright, you can actually check your other wireless devices. You can check your TV, your smart TV and verify if you're able to connect there. Uh, hm. Yes, try to refresh it.
23:00
Speaker 2
so now I'm going to go put in my password. And I'm going it. And it's, you know, how it makes the little signs that go up and for, okay, now it's waiting. It's going. It looks like it's okay. Okay, so, yeah, my internet seems to be up. PASSWORD is up and it's working on my, it's working on my laptop. Okay. Okay, under my wireless connection on my television, it's not showing the password. Should I refresh it?
23:00
Speaker 1
Sure no problem, ma'am. Take your time. Hmm. [silence]
24:00
Speaker 2
searching for a Wi-Fi network signal okay, and past shows up. and I now I got to enter the password. 2.4 or 5? Okay. no, it's past five. Put it in for me. What is this? Oh, past five past it. Okay, okay. Put it in. Put it in on the television, please. Go to past five. Go to past five and put in 6250 Bosco. Go to past five. hit it. 6250 Bosco. Yeah. Hold on, ma'am. go ahead, she's on the way. Well, it's not. It's not working yet. He's trying to put it in. 6250. Uh Hmm.
24:00
Speaker 1
So just try to test it first. Yes. Yeah. You may open up Netflix or try to stream videos to check whether it's working. Yes. It's okay, ma'am. Uh, actually, that happens sometimes with the with the node and we're aware of it, okay? Uh, there could be a glitch with the with the firmware, but um, yeah, that will fix itself. Uh, that will uh change from green to blue. You're welcome. [silence]
25:00
Speaker 2
hold on. We're trying. Okay, yes, it looks like things are working. Can I connect other devices with the same procedure? can we connect to other devices? he wants to know. You know, the funny thing is the mother node the mother node is still red, do I care? Don't worry about it. Don't worry about it. What is this? Mam. Ma'am, I wanted to say something. you should have been a doctor. Thank you so much. this is really this is amazing. Honest to gosh, you fixed it. Thank you so, so, so much. [silence]
26:00
Speaker 1
I'm Kensa. I'm Kensa. At first, I'm... happy. Uhhh. That's good. Okay. Now, well, I thank you so much for your time in your patience, ma'am. You did great. Okay. Thank you for your patience. And you're very coppery. You're very welcome. Okay. Will there be anything else now? Ah, no. Okay. Everything's working fine now. That's all right. Thank you for your time. Have a great night, sir. You take care. Enjoy your weekend. Bye.
27:00