V2 Rubric Detail — 76d1dd52-6aac-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 00:27
Duration
21m 34s
Contact
Thanya Suzuki
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133852
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Unable to connect to the Wi-fi at the bed room.
⚠ 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

Resolution2.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall52.1% (+16.1)

V2 Grader Summary

The agent provided a plausible troubleshooting path and committed to follow-up, but did not resolve the intermittent Wi-Fi issue. While communication had lapses and technical accuracy was imperfect, the 'shut up' utterance is likely an ASR artifact given context, and the agent demonstrated ownership and reasonable effort. The case remains unresolved, but not due to critical failure.

V1 Case Analysis

Customer reports main Wi-Fi not connecting in bedroom; guest Wi-Fi works. Agent collected serial, name, phone, email, suggested child node reset, offered paid support, will email reset guide.

Troubleshooting Steps
  • Confirmed two mesh nodes are present
  • Collected device serial number
  • Suggested that the child node may be the cause
  • Recommended factory reset of the problematic child node and re-add to the network
Key Observations
  • Agent used unprofessional language ('shut up') toward the customer
  • Agent provided contradictory and incorrect warranty information (January 2021 and 2023)
  • No model number was collected before providing technical advice
  • Agent offered paid support without confirming warranty status or eligibility
  • Technical advice to reset and re-add the child node aligns with KB guidance for mesh node issues
  • No verification of the suggested fix was performed; issue remains unresolved
Positive Highlights
  • Collected serial number and full contact information
  • Correctly identified that the issue may be isolated to a child mesh node
  • Recommended a factory reset and re-pairing of the child node, which aligns with KB guidance
  • Committed to sending a detailed reset guide via email
Agent Errors / Gaps
  • Used unprofessional language ('shut up') toward the customer
  • Provided incorrect and contradictory warranty dates (2021 and 2023)
  • Failed to collect the product model number before giving technical advice
  • Offered paid support without confirming warranty coverage or eligibility
  • Did not verify that the suggested reset resolved the Wi-Fi issue

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Issue not resolved; customer still experiences intermittent Wi-Fi failure in bedroom. Agent only suggested a future reset and promised an email guide.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified possible child node issue and suggested rebooting and channel finder, which temporarily fixed the issue. However, skipped key steps like power cycling modem/router and checking firmware.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified device was out of warranty and offered paid support, which aligns with policy. Also suggested a valid troubleshooting path (reset child node), though did not fully explore free self-help options first.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent hypothesized child node issue based on symptom location and partial success with channel finder. However, did not ask about ISP type, PPPoE, or perform WAN-side checks, leading to incomplete diagnosis.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent guided customer to web interface and requested serial number, showing use of tools. However, did not access or interpret diagnostic data (e.g., node status, logs) themselves, relying on customer description.
T3 Partially Met No misinformation conf 85%
Suggested reset and re-pairing child node — a valid fix per KB. However, referred to 'solid green' LED (not standard on Linksys; blue/white typical), and warranty end date was confused (said 2021, then 2023).
Communication
C1 Partially Met Clear & professional language conf 75%
Agent framed interaction and attempted to guide to web interface, but had long silences and the 'shut up' utterance (likely ASR error for 'check up' or similar) disrupts flow. Overall maintained some control but with lapses.
C2 Partially Met Confirmed understanding conf 80%
Used terms like 'child node' without full explanation, but did confirm understanding when customer asked. Communication was somewhat jargon-heavy but responsive to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent collected serial number, confirmed warranty status, offered paid support, and committed to sending a detailed guide. Took ownership throughout without transferring or deflecting.
O2 Met Proactive follow-through conf 90%
Clearly stated next step: email with reset and re-pair instructions. Customer acknowledged understanding and expressed appreciation, indicating clear expectations were set.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent scope and not a hardware fault requiring RMA.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to evaluate.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and patient, but did not explicitly acknowledge customer frustration or repeated effort. Generic 'you're most welcome' lacks personalized empathy.
X2 Partially Met Tone & rapport conf 85%
Adapted to customer’s slow pace and repeated questions. Checked understanding and allowed customer to guide screen navigation, showing responsiveness to emotional state.
X3 Partially Met Overall experience conf 80%
Customer repeated information (e.g., problem description, serial number), but agent did guide to self-service tools and avoided unnecessary holds. Some friction, but effort was reduced by offering email guide.
Call Transcript27 turns · 30 lines
Speaker 2
[silence] 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. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com.
00:00
Speaker 1
Spend rents up. How? No. I get already. Yeah, better. What is that? Yeah, it looks good but tomorrow better. Yeah, I don't know. I gain weight. I feel uncomfortable last couple of days. That's how I took. Hi, good afternoon. Hi. Um, I just have a general question I have. Oh, I'm sorry. Yeah, I have the link z. And then I'm just wondering, you know, it used to be working everything normal. But after I reset, I don't know what did I do wrong. The internet working fine, but in my room, it can be available only for the, uh, the guest uses. It's not for like a main, main internet that I use. You know what I mean? It show up. [silence] Just the home. Not the same. Let's check our router first. [silence] Press the WPS button here. [silence] Now try connect again. Make sure your box is ON. [silence] Anyway, we continue for our next check-up in 11:00 AM.
05:00
Speaker 2
Hi, thank you for calling Laces, my name is Raquel and how may I assist you today? Yes. Mm-hmm. Mm-hmm. Okay, so the Wi-Fi name that your older Wi-Fi name is no longer showing up. Is that correct, after the reset? Yeah. [silence]
08:00
Speaker 1
No, it shows up the whole house, it shows up, no problem. I can use, like, in the living room everywhere, but in my bedroom, it shows up, but when I put the password and then they say, it's no, and then, and then I have to use the guest Wi-Fi and it works for the guest Wi-Fi, but not the main internet. And then when I tried to do the channel research and something, and it's going to work. Yeah, so I don't know what did I do wrong. No, no problem. Only, only that, uh, only in my room. Only this specific area. But before never have the problem though. Yeah, but before never have a problem. Same TV, same everything. It happened after I set it up. Set up.
09:00
Speaker 2
shut up. Uh huh. Okay. Oh, It seems like that issue happened on that specific area only or how about other area on your house, when you tried to connect to the Wi-Fi. Okay, we see. I see, it could be that there's something to do with the... okay. Right, may I know how many...
09:00
Speaker 1
I have um, two notes. Um, two of them. I-I think I used to have three, but uh, right now, right now, one is not working so it's only two. Yeah, I'm in front of the computer if you want to guide me. Yeah. Uh-huh. Okay. Uh-huh. Now I take a look at it. I'm on- on the website right now. So how I can find out on here, oh no on the computer. Yeah, I'm at the my router dot co. I've opened it up already on the, you know, on the uh,
10:00
Speaker 2
Links as device, do you have? Okay. And okay, got it. Because possibly that it's trying to connect to a specific node. It could be to one of the child node that you have and might be the child node having problem with. And for me to further check it, may have the serial number of one of your node. Okay. You mean the link to Linksys Smart Wi-Fi page? Okay. Um, can you go to Shop?
10:00
Speaker 1
Oh yes. Yes. Yes. I'm there. Uh. Okay. The device, and they have the name and the MAC address. Is that what happened? Right? Serial number. Under, which one? Because I saw the name, MAC address, IPv4 address, connection. Or the SC, please. Yeah. No. Uh, no, no, never.
11:00
Speaker 2
So, troubleshooting, do you have an option for troubleshooting? And then under troubleshooting, you will have the first tab status, then below status to check there the information or details of your nodes serial number. Yes, how about a serial number? Are you seeing a serial number on the top right? Mhm. And no, no serial number. There is no serial number. How about do you have the Linksys?
11:00
Speaker 1
Yes, yes. Okay, one second. Uh, okay. Okay. Let me see. I'm using the uh desktop right now. It's okay, right? Oh, no. Uh, no, you said have to be a call for my phone. Is that because I'm not going to be able to see on the desktop, right? Okay. On the troubleshooting and then report? Uh, oh, yeah. Okay. So if you're if you're if you're on the computer, I will be able to show you what you're seeing and why you're not getting the right information and stuff. So if you just wanted me to kind of walk you through it, that would be helpful for troubleshooting? Like if you just want me to * like report information while I'm looking at what you're looking at, that would help us? Okay, okay. Yeah. Okay. So if you just let me no, actually it doesn't, it doesn't matter what because I
12:00
Speaker 2
[silence] app installed, they have an access of your network DCMLinks tech this app, we can go instead to trubles, I mean [silence] under [silence] menu option, [silence] [silence] [silence]. Okay. I'm sorry. Can we go back to the desktop with the links to Linksys Smart Wi-Fi page and then click instead the word report under status? Yes. Report is below status and let's check if those under router information, the serial number.
12:00
Speaker 1
yes yes yes you're right okay thank you okay so two zero J one zero C like a cat six seven eight Q eight eight five zero that's correct okay all right let me read six seven eight and then two eight eight five zero right yes I appreciate uh yes
13:00
Speaker 2
Okay. May I have your all right. Welcome. Sir 911. Mhm. Okay. I'm sorry. The. The one that's after six, seven. Is it number eight? And then the next numbers again. I'm sorry. After that eight. 2, 8, 850. All right. Thank you. Let me get the serial number. You're most welcome. And. So you have a two notes. And this is your first time calling Links this.
13:00
Speaker 1
Uh-huh. Gina, C-H-A-N-Y-A. And my last name Suzuki, S-U-Z-U-K-I. Sure. Perfect. Here we go. 818-300-1930. Sk. Email, E-M-A-I-L @aol.com. It's like a SAM. It's like a SAM, KI like a KING. Sk. E-mail.
14:00
Speaker 2
uh huh uh huh all right thank you and how about your email address all right let me make sure I got it correctly so that S is it Sam or is it T for tea so S K and then the word
14:00
Speaker 1
No, yes. Right. That's correct. [silence] Right, but it shows up the name of the, you know, the name and then everything and then I put the password and it keeps saying it it didn't come up. I mean, let me try that again. Yeah. Um, yes, I did. I did. Yeah.
15:00
Speaker 2
Okay, I need the word email, all right? At AOL.com All right, thank you so much. And while my system is checking the hardware warranty of your Linksys nodes, going back to your concern, just to verify, when you try to connect near to the main parents node, you're able to connect right away. It's not the same with one of your room that you cannot connect to the Wi-Fi, right? Mhm. And have you tried performing like reboot your node, turn it off and on? You already done that, I see it's still the same. So, I'm possibly that it could be that something to do with the child node. [silence] So, the workaround for that is to reset and reconfigure the node itself, and re-add to the network, and test again, connect a device near to it. And going back to the hardware warranty and status of Verizon's nodes. I'll be upon double-checking it here. It actually ended last January of 2021, 2023, and if we wish us to walk you through troubleshoot the node itself, over the phone, we do have this paid support amounting to $15. That's one five. It's a one hour technical session for troubleshooting only. And if we determine your device's defective, or unable to fix the issue, no replacement or refund will be given. Would you like to avail this troubleshooting paid support? Yes. It's one five.
15:00
Speaker 1
Oh, that's okay, because I'm just, this one, I think, you know, I, I don't know. Um, I'm, yeah, maybe it's all right. You know, sorry, when I connect to the internet and they said, network is not connected. That's all when I connect in my room. But outside it's working and you told me it might be happened on the child node, right? But the node is also, the light was, the light, when you, uh, the light was also green. Is that mean correct or did you mean green? Uh, you know when, oh yeah. I'm sorry, but when I, I'm sorry too. [silence]
17:00
Speaker 2
Mhm. yes inside the shop model green. it's solid. green or it's it's connected and online however there's something that could uh mess up its wi-fi signal on that child node. you already run channel finder also turn off and on the child node but it's still the same. um, how about this if,
17:00
Speaker 1
[silence] I did that thing but and then I take a look on uh the other one they call five uh let me see let me go back there what they call this one here the network wi-fi setting right and then when I go on like apply the channel or something for let the system do it and then it becomes it becomes okay. It became okay the TV I be able to see it again yes but it's happened and then it's gonna be gone again like after a while or after I turned off the TV. So that's mean, I have to keep doing every time. Yeah. Oh, okay. Yeah.
18:00
Speaker 2
It's a key. [silence] Uh huh. [silence] So it it it works after channel finder. Uh uh. I I see. So my really suggestion for this is to reset and reconfigure the node, reset to factory settings, then re add it back so that it will um debug the error on its Wi Fai Transceiver.
18:00
Speaker 1
Yeah. Okay. Okay. Yeah, I think that maybe, that's what I'm thinking to do that too, like, uh, to, I have to reset menu, uh, like a, manufacture resetting, right? Right? Okay. Only the child note? What, what do you mean by child note? It mean, uh, uh, what do you mean by that one? Because, oh, okay, the second note only. Yeah. Oh, okay. So that's mean only the child note, it's not like a whole thing. Got you. [silence] So, but when I do, uh, uh [silence] [silence]
19:00
Speaker 2
Signal, um how about this I can send you an article guide instead on how to reset and reconfigure your child node and follow the instructions. I'm going to send that article guide to your email after this call. [silence] Yes, only the child node. And yes. All right. And who's your internet service? Yes, only the child node. The second node. Uh-huh. Because there are some devices that specific area only that cannot connect to the Wi-fi. Yes.
19:00
Speaker 1
reset the you know when I reset that thing right now I'm online if I want to reset only the child so what I have to do how I do that I can go on Wi-Fi settings Ah okay. Okay. Got it. Got it. I see. Got it. Got it. And then uh the question that you asked me I using the uh T mobile. I mean not the T mobile. I'm sorry. Uh no no no. Spectrum, spectrum, spectrum. That work I'm using for the my ISP. No that's it. Thank you so much for your uh for your kindness. [silence]
20:00
Speaker 2
All right, no worries, you're doing you can follow the instruction that I'm going to provide via email and follow the recent process and how to edit. I'll include as well two methods using the Linksys app and using another method and how to add again the child code. Okay. Mobile Wi-Fi uh spectrum. All right, thank you. This is for documentation Okay, got it. Thank you so much. This is for documentation purposes and anything else other questions and clarifications for your Linksys.
20:00
Speaker 1
So, and then for some I thought that I might set something wrong on the wireless. So I keep trying to change it around and changing around, but I don't want to mess up anything further. That's why. So you're going to send it to me right now after we hang up. Perfect. Got it. All right. Thank you so much for all your help. I appreciate it. You too.
21:00
Speaker 2
Mm-hmm. No. Mm-hmm. All right. That's great. That's good. You have a good bath. Okay. You're most welcome, Samia. And this is once again, Raquel, thank you for calling Linksys. Have a great night and take care. All right.
21:00