V2 Rubric Detail — 7d1c749a-6054-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 20:32
Duration
17m 48s
Contact
212-814-5472
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent failed to perform basic troubleshooting, misdirected the customer with non-existent UI elements, and avoided proper escalation despite a clear unresolved technical issue.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to resolve the duplicate SSID issue, provided technically inaccurate guidance about a 'CA router setup' tab, and did not use proper diagnostic methods. The interaction lacked ownership, empathy, and effective communication, resulting in no meaningful resolution. Avoidance of escalation and reliance on an unguided factory reset recommendation confirm evasion.

V1 Case Analysis

Customer sees old 'Media5' SSID still broadcasting after merging Wi-Fi names on Velop mesh; agent provided no effective fix and gave inaccurate technical advice. Factory reset suggested without guidance on safer alternatives.

Troubleshooting Steps
  • Explained that the Linksys app shows only one SSID and that band separation can be viewed in the web UI.
  • Asked if turning off nodes made the old SSID disappear (customer confirmed it reappeared on reboot).
  • Suggested factory reset as the only solution without exploring safer alternatives.
  • Mentioned non-existent 'CA router setup' tab for reconfiguration.
Key Observations
  • Agent collected serial number but did not use it to look up model or warranty status.
  • Agent referenced a non-existent 'CA router setup' tab, likely confusing it with 'Connectivity' > 'Router Setup' or similar.
  • Agent incorrectly stated that IPsec, PPTP, and L2TP are enabled by default on Linksys routers (contradicts KB).
  • Call lacked troubleshooting structure and verification at each step.
  • Agent failed to take control when customer expressed confusion and repeated questions.
  • No concrete steps were provided to disable the old SSID or confirm resolution.
Positive Highlights
  • Agent acknowledged the limitation of the Linksys app in displaying multiple bands (04:00).
  • Attempted to verify whether the old SSID disappeared when nodes were powered off (11:00).
Agent Errors / Gaps
  • Failed to capture product model number despite discussing advanced configuration.
  • Did not verify warranty status or create a case number after collecting serial.
  • Provided materially false technical information: claimed IPsec/PPTP/L2TP are enabled by default (contradicts KB).
  • Invented a non-existent 'CA router setup' tab in the web UI (not in KB or actual interface).
  • Suggested factory reset as the only solution without exploring correct methods to disable unused bands or verify SSID settings.
  • Failed to confirm whether the customer successfully navigated to the correct settings page.
  • Allowed the call to become unstructured and circular, losing focus on the core issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent suggested a full reset as the only solution but did not guide the customer through it or confirm resolution; the core issue of persistent old SSID remained unresolved.
R2 Not Met Diagnostic thoroughness conf 95%
No structured troubleshooting steps were taken — agent did not verify band steering status, check for separate SSIDs in admin UI, or assess firmware version.
R3 Partially Met Correct resolution path conf 87%
Agent identified full reset as a potential path, which aligns with KB guidance for persistent config issues, though less drastic options like disabling Quick Setup were not explored.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent failed to ask diagnostic questions (e.g., 'Is band steering enabled?' or 'What do you see in the web interface?') and did not logically narrow root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use or direct customer to the web interface effectively to inspect Wi-Fi settings, despite customer being logged in; missed opportunity to verify configuration.
T3 Partially Met No misinformation conf 89%
Agent correctly noted the Linksys app only shows one SSID, but inaccurately referred to a 'CA router setup' tab — no such tab exists in standard UIs.
Communication
C1 Not Met Clear & professional language conf 93%
Agent repeatedly expressed confusion ('I still don't get it'), failed to frame the interaction, and lost control of the conversation flow.
C2 Not Met Confirmed understanding conf 92%
Agent used non-standard terminology ('CA' for customer advocacy) without clarification and did not adapt to customer’s technical level or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership — offered no follow-up, did not document steps, and prematurely moved to close the case.
O2 Not Met Proactive follow-through conf 93%
No clear next steps or timeline were provided; only vague suggestion to reset without instructions or support for execution.
O3 Not Applicable Closure confirmation conf 85%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 91%
Issue was complex, unresolved, and beyond agent’s ability to fix; warranted escalation was not made despite lack of progress.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be judged as correct; critical information was missing and customer not informed of escalation.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy or acknowledgment of frustration; tone remained detached and mechanical throughout.
X2 Not Met Tone & rapport conf 93%
Agent failed to adapt to customer’s repeated attempts to clarify; used confusing jargon and did not maintain engagement.
X3 Not Met Overall experience conf 92%
Customer had to repeat serial number and issue description; agent introduced confusion with inaccurate UI references, increasing effort.
Call Transcript32 turns · 34 lines
Speaker 1
[silence] Shoot. [silence] Yeah. I just have a question. I just thought you need my serial number.
00:00
Speaker 2
welcome to Linksy 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.links.com please have your device serial number ready for assistance for out of warranty products paid sup. Please have your devices 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 thank you for calling Linksy this is May how can I help uh I can barely hear
00:00
Speaker 1
No, no, I can hear you. I said, I have a question. It says you need my serial number. Sure. Um, it's 3-8-u-1-0, Mary the number five, Bravo, Bravo 0 3 5 2 9. That's correct. Well, I don't know if there was like some kind of update or something but. Our Wi-Fi has not been right. It's been acting weird. And when I went into the settings, it says we have two separate and it didn't use to say this. It says we have two separate 5 GHz bands. [silence]
01:00
Speaker 2
you too far from your phone okay yeah to validate the warranty go ahead okay that's a three eight uniform one 0 Mary 5 Bravo Bravo 0-3, 529 and what's your question about this router
01:00
Speaker 1
Both have the password and the same name, right? But I'm saying, no but they're both, it's not like a separated 2.4 and 5. It separated 2.4, 5 and then another 5. Yes, for all. Okay, then. Okay, so.
02:00
Speaker 2
If you named it differently, then I can advise you to have it the same instead since they're both the same Wi-Fi band. Okay, that's fine because our router works simultaneously when it comes to Wi-Fi. The reason why it's Yeah, but they're all the same network, network name and password, am I right? Or just a five, it's like this. Your router is a mesh one, the reason why it has a three Wi-Fi bands, and the other reason why they're all
02:00
Speaker 1
Right, because it's using node steering technology like beam force. So the next question I have is if the SSID is the same for all three bands, both five and the 2.4, and they all have the same SSID and the same password, and once upon a time, like a year ago, we had a separate network for the five gigaherz. We called it the five network and the other one, the one network. And still, if you look, the five is alive and you can connect to it, and it works. But when you go into the Linksys Smart Wi-Fi system or the app, it will tell you there is no media five network. So how do I, I've tried
03:00
Speaker 2
the same name and password, your device will just get autoreconnected to the best signal it can detect. 5 gigahertz is good for
03:00
Speaker 1
Starting the network like 15 times because it's confusing for our devices and our IoT stuff. [silence] I'm logged into the I'm I'm currently logged into the web portal. I understand what you're saying. What I'm saying, which is slightly different, a slightly different issue is that all three spans have the same network.
04:00
Speaker 2
The Linksys app has a limited option for you to see, unlike the web user interface. The reason why you cannot see the three bands on the app, because it will only display one Wi-Fi name. The reason why, if ever you wanted to separate the network, you cannot do it on the app. You can only do it on the web user interface. because that's the only time you will see. mm-hmm. And that's the only uh dashboard where you can see the three bands, not on the Linksys app. [silence]
04:00
Speaker 1
But we have, we have an older network name that keeps showing up, which actually has a different password, and it's not anywhere in the app or in the portal. We have- We have five, we have five Linksys Atlas Pro tri-band mesh Wi-Fi networks. They have the same SSID for all wireless technology, bands and frequencies channels, whatever. But the old network name still shows up, like if you walked to into my house, it would show you my old network name and you
05:00
Speaker 2
But you said that it's the old router, that specific name. Did I hear you right? It's not for this Lynx mesh that you have.
05:00
Speaker 1
could connect to it with our old password and it would work, but that yeah a router uh both actually. There is no old technology in the building. The only technology in the building is the links system. When it says Wi-Fi name for 2.4 medium one, 5 gigahertz, medium one, 5 gigahertz 2 medium one. But medium five still shows up. I'm looking at it right now. In fact, there's one, two, three, four,
06:00
Speaker 2
this question. Was it for the old router? Or you're saying that was your old Wi-Fi name for this. So you got it mixed. Your current thing sits right there. Like, some of it are old and some of it are new. Is that what you're trying to say?
06:00
Speaker 1
It was the previous name for the five... No, it was the previous name for the five gigahertz network of the mesh system and then I decided to make them all one name.
07:00
Speaker 2
[silence] hang on, I still don't get it. The Wi-Fi name that you mentioned the Media 5, was that the previous Wi-Fi name for your mesh system or that completely belongs for the home? Okay, then that clears the situation right.
07:00
Speaker 1
Well, that's not necessarily true because certain devices, so, for example, a garage door opener only uses a 2.4 [-gigahertz] network. So it would naturally have been associated with the original media one network, which was a 2.4. But the high speed devices like Apple TVs and iPhones and MacBooks. [silence]
08:00
Speaker 2
Now, if you cannot see a Linus mesh when you try to check the settings, that means it's no longer being saved by your Linus mesh system. And if they're all configured all one, like you only have one access point there and the rest are all extenders, then you don't have to worry. Our links is sometimes displays duplicate names, but it doesn't mean that it will cause Wi-Fi connection or connectivity issues.
08:00
Speaker 1
those we connected to the media 5 network to relieve congestion. Now, one day we decided that it was smart enough that we could just make it all one name, but it wouldn't get rid of the second name. Yes. Yes. Yep. And 5 GHZ 1 and 2. Uh, yeah, now I am. Of where.
09:00
Speaker 2
do you care to fix this? something's wrong here? did you pull the cable yet? [silence] I don't know how to solve this one. it's impossible for this problem to correct itself, just going back and forth. do you want me to pick an Ethernet cable with you?
09:00
Speaker 1
can I see parental controls guest access wi-fi settings device list external storage priority LinkSys Home networking network so then I see an end user agreement third party and then a Oakley a data privacy no no even what what does that mean
10:00
Speaker 2
on the lower right side of the page. Not those. It's the small text located in the very bottom right side and just your license and privacy statement. Yeah. Can you stay away? Did you click it previously? Because by clicking that, it will separate the networks. You will see it separately. Clicking capital C, A, it will allow you to see the separate bands, the 2.4 to 5 gigahertz. But if you cannot see it there anymore, when you click Wi-Fi settings on the left side on the left side okay not on the white box is that the time that you can see all three bands all three Wi-Fi bands okay and you can confirm that they're all the same name already sharing the same Wi-Fi password correct okay have you tried turning off your Linksys nodes to see if the Media5 Wi-Fi will disappear as well since you're only using Media 1 did it disappear it's still broadcast even though the nodes are turned off okay so that only means
10:00
Speaker 1
Yeah. Like completely like factory reset and like as if I just thought it. Yeah. Okay. Okay. Um, I don't think so.
12:00
Speaker 2
mhm. So when you turned off all your nodes though, what? Media one and media five, both disappears. But as soon as you turn it on, both will appear again. Am I right? Okay. Yeah, one thing I can assure you, it don't, it's not the reason why you are having connectivity problems right now. If you really wanted to get rid of that media five, then you have to reset your Linksys device and to reconfigure it after. Like totally wipe it out. Yeah. Yeah. That's the only solution. Do you have any other questions aside from that one?
12:00
Speaker 1
Oh, one thing. I did have a question about the IP sec, PPTP, and L2TP. Those should all be enabled. Yeah, is that normal? OK. OK. And so, what did you say that CA stood for? Custom? I'm sorry.
13:00
Speaker 2
by default. Do not change the, yeah. Don't change any other settings aside from the Wi-Fi name and password, like especially for the security tab. Those are already by default. Anyways, that's for customer advocacy. But its job is to. Mhm. Yeah. CA stands for customer advocacy. That's hidden on the lower right side of the page, cause once it's clicked, it will reveal all three wifi names. Like you can change - [silence] - [silence] - [silence]
13:00
Speaker 1
So, so actually under, under connectivity, when you click on, hold on, if you click on connectivity, and then you click on see a router setup, that's also new. Okay, yeah, so that that was not there before maybe a few months ago. So, it says add wireless child nodes, add done adding nodes, do I want to add no, I mean, [silence]
14:00
Speaker 2
Since we... actually, if you reset your node, that's the tab that you need to click to create a name and password. And after you click on Setup Node, that's the time your linksys will be back to Solid Blue. It's not under Wi-Fi settings where you need to change the settings first. You need to [silence]
14:00
Speaker 1
All right. OK. And what exactly does that do? OK. OK. OK. And then does this have any any - is there any issue with Apple HomeKit? [silence] OK. OK. And then does this have any any - is there any issue with Apple HomeKit? [silence]
15:00
Speaker 2
go to CA router setup tab first to change the name and password not under WiFi settings, but under that tab, CA router setup. That will configure your linksus device it's like first setup. Afterwards, once it's changed. Once it's saved, your Linksis will be then set up. If you want to separate the bands or to change the WiFi name, you can do it under WiFi settings. Is that clear? Mmhm. Actually, the LinkSys App for your device is about to be removed. It's all for our LinkSys router. LinkSys app will no longer be compatible. No longer be compatible.
15:00
Speaker 1
so you so the relationship the relationship between Belkin and link this and apple has ended okay
16:00
Speaker 2
So if you want to change or access the settings, you can do it locally, not remotely anymore. So. so. Good thing you can still access the app for your Linksys, but a time will come you can't access anymore the app. And that's because they're already um being removed by our links, all our links just routers actually, but the other settings I cannot say that. For Belkin it was long, I mean it's already ended long time ago, we're no longer affiliated to their um I mean we're no longer affiliated to Belkin. All right. You don't have any questions? It's actually in our website. It's already posted regarding the link for removal. That's why it's also our job to inform them if they are calling for a Okay. Thank you then. We know. We are
16:00