V2 Rubric Detail — 7da2a7de-65c4-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-11 18:36
Duration
44m 20s
Contact
Pripesh Patel
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133143
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: 2.4ghz network
⚠ 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

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall87.9% (+31.9)

V2 Grader Summary

The agent successfully resolved the 2.4GHz network visibility issue by guiding the customer through router configuration and a factory reset, resulting in all cameras reconnecting. Technical accuracy and troubleshooting were strong, with full ownership demonstrated. However, empathy and effort reduction were only partially met due to a transactional tone and minor redundant steps.

V1 Case Analysis

Customer unable to see 2.4 GHz SSID; after renaming SSID and performing a hard reset (15s), the network reappeared and camera reconnected. Reset duration was longer than KB-specified 10s.

Troubleshooting Steps
  • Guided customer to router admin page (192.168.1.1).
  • Verified 2.4 GHz band status and security settings.
  • Renamed the 2.4 GHz SSID and applied changes.
  • Performed a hard reset of the router (reset button ~15 s).
  • Confirmed the 2.4 GHz network reappeared and camera connectivity restored.
Key Observations
  • Agent instructed a 15-second reset despite KB specifying 10 seconds ([27:00]).
  • Call placed on hold for ~9 minutes without explanation or expected wait time ([15:00]–[24:00]).
  • Serial number and warranty status not collected despite troubleshooting a hardware issue.
  • Customer confirmed resolution after reset, validating the fix ([43:00]).
Positive Highlights
  • Successfully guided customer to access router admin interface via 192.168.1.1 ([07:00]).
  • Correctly identified that the 2.4 GHz band was enabled but not broadcasting ([09:00]).
  • Confirmed resolution by verifying camera connectivity before closing the call ([43:00]).
  • Maintained calm tone and attempted to control the call despite customer confusion.
Agent Errors / Gaps
  • Incorrect reset duration: instructed 15 seconds instead of 10 seconds per KB ([27:00]).
  • Did not collect serial number, which is required for warranty verification and device-specific troubleshooting.
  • Failed to confirm warranty status, a critical protocol step when troubleshooting hardware.
  • Placed call on hold for approximately 9 minutes without informing the customer of the reason or expected wait time ([15:00]–[24:00]).
  • Did not confirm whether the customer could see the 2.4 GHz network after the initial SSID rename before proceeding to reset, potentially skipping a validation step.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'I can see on my camera. It's working now.' All four cameras are now connected to the 2.4GHz network.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through accessing router UI (192.168.1.1), checking Wi-Fi settings, renaming 2.4GHz SSID, performing a factory reset, and reconnecting devices — all logical, sequential troubleshooting steps.
R3 Met Correct resolution path conf 93%
Agent pursued correct resolution path: configuration fix for an OOW device (SPNM57, likely out of warranty), avoiding unnecessary RMA or dismissal, consistent with best-effort support standard.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identified core symptom (2.4GHz network not visible), confirmed dual-band setup, verified settings via router UI, and isolated issue to configuration/state rather than hardware or ISP.
T2 Met Appropriate tools / resources used conf 96%
Appropriate use of router web interface (192.168.1.1) and physical reset button — correct tools for diagnosing and resolving Wi-Fi broadcast issues on a mesh node.
T3 Met No misinformation conf 97%
All technical instructions (accessing 192.168.1.1, navigating to Wi-Fi settings, renaming SSID, 15-second reset, waiting for solid blue) are factually correct and align with KB guidance for SPNM-series.
Communication
C1 Met Clear & professional language conf 94%
Agent framed interaction, maintained control, placed call on hold with clear time estimate (3–5 minutes), and guided customer through multi-step process without losing direction.
C2 Partially Met Confirmed understanding conf 85%
Agent used clear, simple language and confirmed understanding, but did not adapt tone to customer’s visible frustration or use empathy markers beyond minimal acknowledgments ('I see', 'Okay').
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, performed all troubleshooting without transfer, and followed through on reset and reconfiguration despite technical hiccups (login lockout).
O2 Partially Met Proactive follow-through conf 80%
Agent set a clear hold timeline (3–5 minutes) and gave post-reset steps, but did not confirm final reconnection of all cameras or provide long-term guidance (e.g., firmware update, DFS check).
O3 Met Closure confirmation conf 90%
Agent referenced prior contact ('you have already called for the same concern last year') and confirmed same model, avoiding redundant questions and demonstrating continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remained polite and professional but offered minimal empathy; did not acknowledge customer’s repeated effort or frustration with scripted or sincere statements.
X2 Partially Met Tone & rapport conf 82%
Agent maintained clarity but used a consistent, transactional tone without adjusting pace or warmth to match customer’s stress; no active de-escalation techniques used.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by using direct tools (web UI, reset), but asked for phone number and serial number despite already having them, and repeated checks that could have been streamlined.
Call Transcript60 turns · 67 lines
Speaker 1
Hello. Hello. Yeah, hi. My name is Ashish. I am just calling regarding my internet connection. So, actually, I have two lines. One is the one you know the one is for the camera it's 2.4 gigahertz one. Yeah. So my my my home's all camera is not working because of some. I don't know, it's not working on another line or something, I don't know. [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service your call may be monitored. Please remain on the line for assistance. I thank you for calling into Kim-my mom who is. C, how can I help you today? Mm-hmm. Yes. Mm-hmm.
00:00
Speaker 1
But the, my, my, my main line is 5 gigahertz one is running uh, running good, actually, but my, my, my, my home camera is not working right now. Yeah, yeah, yeah. I checked, I, yeah, I checked everything, uh, I just, uh, restart all cameras, everything I connect, uh, then after I, uh, I, I'll, I'll start again to the reconnect to 2.4 gigahertz Wi-Fi to the camera, but, on my Wi-Fi network that 2.4 gigahertz network is not showing me. Sorry, yeah, yeah, yeah, I have before. It's working yesterday, very good, uh, in the afternoon also very good, but I don't know why.
01:00
Speaker 2
Okay, so you mean sir, your home camera got disconnected to the 2.4 network. Okay, so you have your two networks separate. I see. But you have it before, sir, right?
01:00
Speaker 1
What happened Sorry Community 5. Yeah. Yeah. Yeah, that's correct. Yeah. Yeah, yeah. [silence]
02:00
Speaker 2
I see. May I know who is your internet provider, sir? Your internet provider. Who is your Community Fiber? Okay. Let me just check on that. Um, may I have the serial number of your links, sir? Oh, by the way, sir, let me just confirm. Your phone number, sir, is um, let me check. It's 07889499807. Yes, sir. This is um, uh, Mr. Krish Patel? Uh, okay, so I believe, sir, you have already called for the same concern. Uh, that was last year. So you have it working since last year and it's okay. Got it, thank you. Okay. You have the same model number, sir, of your links. You haven't changed the device yet.
02:00
Speaker 1
No, no, no, no, the same one. I haven't changed either. You are, uh, uh, uh, which one network? Uh, 2.41. So my 5 gigahertz one is running, uh, good actually. I already connected in my phone and it's working fine. I checked in my linksys application app as well. Uh, I don't know how can I fix it. So that's why I call you.
03:00
Speaker 2
same one. okay, it's an FPNMX 57. okay. yeah, got it here. okay, so for this troubleshooting, sir. So if you have a computer or maybe an iPad, that we can use to check on the uh the device, um user interface. um any of the networks, sir. uh-huh. yes, sir. yes, sir. for the apps, sir, uh you will not be able to see some other features or some other settings around the app. So that's why I was asking if you have a computer or maybe an iPad here that we can use do you have any of that that we can use computer iPad okay no worry surgery I will walk through with that so before we proceed um can you please make sure that your iPad is connected to your Wi-Fi network yes on the 5 gigahertz networks are yes make sure that you're connected to the 5 gigahertz network
03:00
Speaker 1
[silence] [silence] Yeah, yeah, just one second. I just put the password.
05:00
Speaker 2
Is it already connected? Sure, or not yet?
05:00
Speaker 1
Yeah, now connected, yeah. Google browser or any. ? Yeah, I just want to say yeah. [ silence ]
06:00
Speaker 2
Okay. It's now connected. Okay. Can you now open a browser, sir, on your iPad? Any browser will do, sir. Okay. On the address.
06:00
Speaker 1
Yeah. One, nine, two. one, six, eight. Yep. dot one dot one. Okay. yeah. Yeah. So, it's keep your Wi-Fi handy. There's a app. there. Yeah. yeah, can I press this one?
07:00
Speaker 2
192.168.1.1 okay, 192.168.1.1 and press enter or search. Good. Yes, that's the good that's the right page, sir. If you see, sir, underneath you have continue to link this smart Wi-Fi. Yes.
07:00
Speaker 1
Yeah, okay. okay it's uh now asking me to access router password Yeah, yeah. okay now i'm inside yeah Yeah, I'm. I'm on the page it's connected. the this device router or. Yeah, I I'm I'm on that page yeah.
08:00
Speaker 2
Do you remember creating a router password sir or not? Okay, let me know sir if it's inside or if it's invalid, please let me know. [silence] Inside of the user interface. Okay that's good. Please scroll down sir all the way to the bottom of the page. Finally look for the C a letter.
08:00
Speaker 1
[silence] [silence] see a yeah see yeah [silence] Okay. Yeah. The same page. [silence] [silence] [silence] Okay. Wi-Fi setting. Yeah. Yeah, I am on Wi-Fi setting now. Yeah, 2.4 I can see 2.41 and it's on already.
09:00
Speaker 2
the A that's on the lower right. Yes, the A lower right. Okay. Yes, yes, it will route you to the same page, but you will have other settings that you will not, that you were not able to see before you press the A. So, go to Wi-Fi settings here. Wi-Fi settings on the left side. Okay. Yes. Okay. That's good, sir. So, can you check, sir? Do you still have your 2.4 network separate from 5 GHz? Okay.
09:00
Speaker 1
It's a W...for the 2.4. Yeah, it's WPA2 personal. And the Wi-Fi name. Oh, the Wi-Fi name? Okay, one sec. Any new name is fine. [silence]
10:00
Speaker 2
okay what is the security types or security modes there okay okay so how about this can you please um change the name sir like um add something on the name and then just click on apply yes only for 2.4 sir do not do anything or any changes on 5 just on 2.4 any new name sir yeah anything that you wanted to to Yes. [silence] Okay, that's okay, sir. What you need to do is just to reconnect back to your Wi-Fi. And also, sir check if the
10:00
Speaker 1
So, re-re-try or what-what I press? Okay, just one sec. It's gone now. Okay. In the settings, yeah, I can check. No. In the Wi-Fi, um, it's it's not showing the 2.4, uh, name in the Wi-Fi section.
12:00
Speaker 2
That name that you created for your 2.4 is showing up or not? it's still not showing up sure?
12:00
Speaker 1
No, no, trying. Yeah, yeah. Office? Okay. Log on. No, still not sure. Yeah.
13:00
Speaker 2
The name you have created for 2.4, right? Okay. UH, can you turn off the Wi-Fi, sir, for five seconds? Yes, just turn off the Wi-Fi for five seconds, sir.
13:00
Speaker 1
still no street the security mode is right, yeah, W.P.A. to personal. Knock, still not print. Hello. Yeah, still not showing. Not showing. No problem.
14:00
Speaker 2
Yes, hello, sir. Is it now? Okay. Okay. Let me just check on that one, sir. Can you give me, three to five minutes, sir? Can I place this call on hold for three to five minutes? [silence]
15:00
Speaker 1
All right. Yep. No, it's not coming yet. Yep. No, in not, no, not, not in.
25:00
Speaker 2
Okay. How is it here? It's not coming up yet. Okay. So Is it happening to all devices here? Like even on your phones, it's not showing up.
25:00
Speaker 1
a. phone as well. I have one node. So can I reset this one right now?
26:00
Speaker 2
Okay. It seems sir that we don't have any other option for this one but to reset the device. How many node you have in total sir? Just one, okay. If that's the case sir, then we will uh set the reset your uh your this node. And no worries yet because this is a pre-configured unit sir. Uh this will automatically go online without you setting it up. Later on we just need to connect to the new Wi-Fi network. Mm-hm-hm-hm. Okay. Yes, yes. We will do it now sir, just to be sure. And then after that, take note of the Wi-Fi name and password sir. Uh the the name that you have created and
26:00
Speaker 1
Just one second. Uh. So for reset, can I You know the Under the note off router Is on off. So can I Do on off? Oh, yeah. Okay. Just one second. Okay. Uh.
27:00
Speaker 2
Uh you will use that one later on the same Wifi name. Okay? Uh yes. Uh you have to press and hold it. Surface the reset button for 15 seconds. Yes. Just 15 seconds.
27:00
Speaker 1
[ silence ] [ silence ] My original five- gigahertz band is coming but not that one.
28:00
Speaker 2
Okay, just let me know sure if you're done with that reset, okay?
28:00
Speaker 1
Normally how can uh how what time take this one? [silence] on the result? 10 minutes. [silence]
29:00
Speaker 2
uh no sir it will not take that long sir okay may i know what is the light right now on the top of the lynx node
29:00
Speaker 1
Yeah, so now it's connected to my phone, the main 5 gigahertz one, but the another 2.4 one is not coming, no name coming, the two point four one. I've already done it. It's not showing. It's a purple one. Okay. Okay.
30:00
Speaker 2
Sir did you press and hold the reset button for 15 seconds? Yes. And is it still showing up the networks that you have created or not? Not showing. Yes. What is the light right now sir on the top of the Linksys? Purple. Okay. Just give it more more time sir until it shows a solid blue light. It will change color and it will show you a blue light.
30:00
Speaker 1
I'm Just a what kind of a weird So like, white, white, yeah, light change but it's coming white one. Yeah, now, now blue one, yeah. Yeah. It's blinking like, it's not like uh, continuously. Now, now, yeah, now continuously, yeah. But the change game is not coming.
31:00
Speaker 2
9 definitivo.
32:00
Speaker 1
Solid Blue. Yes, please. yeah yeah yeah, yeah, yeah Yeah. My phone and iPad also connect to 5 gigahertz band, but uh you know the the last year also the same problem. And it's going too long to connect. Yeah. Now I'm on iPad. And so my original one is already connected to the the the um,
33:00
Speaker 2
[silence] okay uh what's the light sure is it now solid blue okay so by default sir since we just did a reset on this router um can you go to the settings of your iPad please okay can you text her if you can see please. yes yes sir um can you check sir can you check your uh the list of available networks if you can see a uh fiber name
33:00
Speaker 1
[silence] Yeah original no. Um let me one second.
34:00
Speaker 2
What original name? Okay. Yeah, that's good. So, open a browser and type the same number.
34:00
Speaker 1
[KEEP_UNCERTAIN] The same page, I'm in so that the link says one there. Hello. Just one second, hold on please. Yeah, because it's my son's Ipad and I just protected due time hours, it's iPad time is over. So I have to send a request to me and, [silence] Yeah, this one says I'm logging again, but this is access locked too many failed attempts to login. Oh yeah, yeah, yeah. Okay, now I, I have to put the recovery ID.
35:00
Speaker 2
Yes, sir. Okay, that's okay, sir. Do you have a password reset option? [silence]
36:00
Speaker 1
So, okay. Can I put my new password? silence Yeah, I'm on the page. See? Silence Yep. Silence End of transcription.
37:00
Speaker 2
Yes. Yes, sir. Okay. So, scroll down, sir. Go to the C, a letter at the bottom. CA. Yes. The a letter, sir. Okay.
37:00
Speaker 1
So it's now in the Wi-Fi setting, yeah? Anani. Anani Ani. Okay. Yeah, apply.
38:00
Speaker 2
Yes, yes. Your Wi-Fi settings, you can now change again, sir, the Wi-Fi name. Um, for the five gigahertz, make it the same Wi-Fi name. For the two point four, sir, uh, it's up to you what you want to, uh, uh, use as a Wi-Fi name. Any name for your two point four and five gigahertz, sir? Yes, sir.
38:00
Speaker 1
[silence] you're now name change [silence] well done
39:00
Speaker 2
Your 2-forms are also different, right?
39:00
Speaker 1
Yup. Yeah. name is different. Yup. I'm log out automatically. But. I don't know the password. router password and the wi-fi password both are same.
40:00
Speaker 2
Wi-Fi password means? That's the same passwords they're underneath the ladder since you haven't changed that.
40:00
Speaker 1
I am connecting to my camera here No, I, I, I can see now. Okay. Yeah, connecting to the camera. It's, it's, it's under process. Okay, I just one second.
41:00
Speaker 2
Okay. So how is it now, sir? Okay. So you now have your 2.4 network. Can you try to connect your camera, sir? Okay. So that's confirmed, sir, if it's already connected, okay? Uh, let me know, sir, if there's any error. [silence]
42:00
Speaker 1
Yeah, I can see on my camera. It's working now. No, just I have a four cameras, that's it. Yeah, so uh four camera is in in this 2.4. One band is fine. Yeah, for the four cameras. I only have this uh um uh that top one. Yep. Yeah, yeah, yeah. That's all.
43:00
Speaker 2
Oh, okay. Well, that's good to know, sir. So, there's no other devices you need to connect, right? Okay, unfortunately, sir, I won't be able to help you with that camera because I am not trained for that unit, but I believe you can since you already did that before. [silence] Yes, yes, sir. What kind of camera, by the way, sir, is this? Hape Tek. Hape. Oh, okay. The TP-Link. Yes, they're they are only capable for 2.4GHz, okay, so you, yes, sir.
43:00
Speaker 1
No problem. Thank you so much for the help here. Yeah. You too. You too. Bye bye. I'm on the over there.
44:00
Speaker 2
hmmm okay. So, for the camera, sir, in case you need assistance, you can go call [silence] and have a good day and please stay [silence] . Bye bye, sir.
44:00