V2 Rubric Detail — 70b594c8-640c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 14:06
Duration
10m 3s
Contact
Jonathan Mead
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132765
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separating 2.4Ghz and 5Ghz
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall40.3% (-17.7)

V2 Grader Summary

The agent failed to resolve the issue or conduct meaningful troubleshooting, incorrectly citing warranty status as a barrier to free support. While ownership, empathy, and next steps were handled well, the core technical path was incomplete and the customer was left without verified resolution. The issue remains unresolved.

V1 Case Analysis

Customer needed separate 2.4 GHz and 5 GHz SSIDs for an indoor camera. Agent confirmed router is out-of-warranty, offered paid support, then provided steps to rename SSIDs via myrouter.local (or 192.168.1.1). Agent used confusing terms like 'smart w phase' and did not verify access. Promised email instructions.

Troubleshooting Steps
  • Collected customer name, email, and serial number.
  • Confirmed warranty status (out-of-warranty).
  • Offered paid-support option.
  • Provided high-level steps to rename SSIDs via router web UI.
Key Observations
  • Agent correctly identified the router as out-of-warranty and offered paid support per policy.
  • Provided accurate guidance on separating SSIDs by renaming bands, consistent with KB.
  • Used confusing and non-standard terminology ('smart w phase', 'my home w phase') that deviates from canonical terms.
  • Did not verify customer’s ability to access the router UI, risking failed implementation.
  • Incorrectly stated default admin password is 'admin' without confirming model-specific defaults.
Positive Highlights
  • Collected essential customer information (name, email, serial number) accurately.
  • Provided both access methods: http://myrouter.local and http://192.168.1.1, increasing chances of successful access.
  • Clearly explained the concept of dual-band SSID separation and why renaming resolves the camera issue.
  • Offered to send follow-up email instructions, providing a self-help path after paid support was declined.
Agent Errors / Gaps
  • Used confusing terminology ('smart w phase web UI', 'my home w phase') instead of canonical terms like 'Linksys Smart Wi-Fi' or 'myrouter.local'.
  • Incorrectly stated the default admin password is 'admin' without confirming the specific model; many Linksys routers use the Wi-Fi password or a unique default printed on the label.
  • Did not verify whether the customer could access the router UI before providing steps, leaving the fix unverified.
  • Did not confirm if the customer had previously changed the admin password, which is critical for access success.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered to email instructions but did not confirm resolution or verify the customer could access the router settings; issue was not resolved during the call.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps were performed — agent did not confirm current SSID configuration, failed to guide customer through login process, and skipped verification of device compatibility or settings.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated that no free support is available for out-of-warranty devices, violating OOW best-effort standard; should have provided full troubleshooting guidance regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not ask relevant diagnostic questions beyond model/serial; failed to identify root cause (e.g., whether bands were already split, if camera was in range, or if MAC filtering was blocking it).
T2 Not Met Appropriate tools / resources used conf 90%
No tools used — agent did not attempt remote access, verify admin UI, or check actual SSID settings; relied solely on verbal description without confirming technical details.
T3 Partially Met No misinformation conf 85%
Advice to use different SSIDs for 2.4GHz and 5GHz is technically correct, but 'need at least two words' and 'smart w phase' are inaccurate or confusing.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent introduced themselves and set a brief expectation, but lost control when customer expressed confusion; call lacked clear structure and closure.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language overall, but introduced jargon like 'smart w phase' and gave unclear instructions that confused the customer.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and committed to sending follow-up instructions via email.
O2 Met Proactive follow-through conf 90%
Agent clearly stated they would send instructions within five minutes, providing a specific next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within scope of L1 support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent acknowledged customer concern with 'I totally understand your concern, sir,' showing empathy and professionalism.
X2 Met Tone & rapport conf 85%
Agent maintained a patient, courteous tone and responded to customer questions without rushing or interrupting.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition and provided all known steps in one sequence, reducing customer effort.
Call Transcript17 turns · 18 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. [silence] Register your product by visiting register.linksys.com. [silence] Please have your device serial number ready. For assistance, press 1 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] Hello, can you hear me? Hi, uh, thank you for calling Linksys Technical Support. My name is Del.
00:00
Speaker 1
I have a indoor camera that in order to get it to run, I have to be on a certain internet, like a 2.4. My router is through you guys, so my ISP told me to call you guys in order to get that set up, because they can't do anything when it's a different router.
01:00
Speaker 2
Lend. Hoping to help you today. Uh-huh. Mmm. Yeah, exactly. Mmm. I see. I totally understand your concern, sir and in order for me to proceed further, I need to run some verification with you. So, I'll be asking you a few questions about your Linksys router and uh let me also run some verification first. Uh, starting with your full name. How do you spell your last name, Sir Jonathan?
01:00
Speaker 1
MEAD. Yes. It's um MEAD jonathan7@gmail.com. Yes. Yeah, holy crap. Yeah, hold on. One second. Sorry.
02:00
Speaker 2
all right so that's Jonathan meed all right how about your email address Sir Jonathan all right so that's your last name and first name number seven at gmail.com alright so now sir can you provide me the model number and the serial number of your Linksys router all right sir no worries
02:00
Speaker 1
okay. so, [silence] you said the uh, [silence] zero number? Yeah. So the zero number is three zero N as in Nancy. 1 0 M as in Mary. 2 4 B as in boy 0 1 1 9 7. Yes. yes. it is glow fiber.
03:00
Speaker 2
Yes, sir. The serial number and the model number. [silence] Alright, let me just repeat that once for John. [silence] It's 30 N for November, 10 M for Mike, 24 B for Bravo, zero 1 1 9 7. [silence] Got it. Thank you so much for that and may I know who's your internet service provider? [silence]
03:00
Speaker 1
glo fiber, G.L.o. fiber. [silence]
04:00
Speaker 2
I'm sorry, that's oh, okay, good fiber OK all right. Thank you so much for that my dear um let me just check your device here on my end. Just bear with me. Okay. Okay, so all right. So um just to set expectations um search on the device that you have right now is actually already part of our end of life devices, which means we no longer manufacture this one and update its firmware. Um also um looking at the information here on our data um it shows that your device is already um out of warranty. Um unfortunately, complication comes when new updates comes.
04:00
Speaker 1
[silence]
05:00
Speaker 2
Of should for out of warranty devices. we no longer provide a free troubleshooting assistance over the phone. However, we do have an ongoing support through our paid connect service for a one time fee of $15, which you might want to consider. But if you don't want to opt in with our paid connect service, I can send you an email for the instructions and how you can separate the bandwidth. because basically, it's just so easy. You just have to change the WiFi name for your 2.4 and 5 gigahertz. You just have to ensure that they don't have the same WiFi name for them to be separated. because by default, they are interconnected to each other. Yes, sir. Like changing the name. So, for example, if we have, say, for example, a WiFi name for the 2.4 is, say Synology. OK. Synology. That's a word. the first word for our WiFi. So you just have to add another letter to instead of the second, try to add a letter for the 5 gigahertz one. So it should be at least a total of two words in your WiFi name to avoid confusing your WiFi devices to connect to each other. So like it should be normal for all devices to disconnect when you change your WiFi name. Perfect. Great. So this is the case now which were this solutions better to build on new ages. Okay, I think that should do it.
05:00
Speaker 1
Okay, so, I guess, I'm just not sure where to access that to get both of those Wi, Wi-Fis to do that. Do I do that on the
06:00
Speaker 2
So your you If if if your current folks w phase is uh my home w phase you're if you're going to uh access the web use here interface which is the um link that says smart w phase web UI when you enter that you'll um you you'll see there um under under I home options uh under o w phase settings uh 2.4 and 5 Ghz. So there's uh two two different network but they have the same name w phase name which is uh the home w phase so for you to separate that you just have uh like for example for uh the 2.4 you type home Wi-Fi and 2.4 and they will be separated. [silence]
06:00
Speaker 1
Okay. Um, but would I just have to make an account and everything, I guess? Okay.
07:00
Speaker 2
actually, you don't really need to create an account, because technically, you can access the router settings, or the web user interface, using the router password, and by default, if it's your first time accessing the router settings, the password is just admin, all in lowercase, or sometimes the default Wi-Fi password that is indicated underneath your router, or your Wi-Fi password is your router password. But anyway, I'll provide you the instructions and
07:00
Speaker 1
Okay. Okay, yeah, cuz yeah, I mean I click on the link to the website and there's nothing that shows me like where to to do that. Yes. Yep. Yep. Yep. Okay, okay. my router, okay, and there are instructions that you can send me. Okay. All right. Well, I'll just, yeah, if you can just send me the instructions, that will, that'll work. Okay, that sounds good. Thank you. [silence]
08:00
Speaker 2
Yeah, My router.local and then No, that no that come. No. My router.local, or you can simply type in the IP address of your router, but you can try first do my router.local if it will go through, Yes, sir. All right. Sure, no problem, sir. I'll be sending it to you right after this code. Just give me at least five minutes. All right, no problem. And thank you so much for calling Linksys, sir. Have a great day.
09:00