V2 Rubric Detail — 7f0758f6-7bca-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 19:15
Duration
46m 15s
Contact
Nicole Odaer
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00129962
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed/Buffering TV
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.43/5
Overall83.7% (+19.7)

V2 Grader Summary

The agent successfully resolved the Wi‑Fi connectivity issue by diagnosing band congestion and guiding the customer to switch the TV to the 5 GHz band with optimized channels. Technical accuracy and tool use were strong, but communication lacked empathy and precise guidance, leading to partial marks in customer experience and call control. The issue was fully resolved with no escalation needed.

V1 Case Analysis

WHW01 mesh TV Wi‑Fi dropouts resolved by changing 2.4 GHz channel to 11 and 5 GHz channel to 48; TV now connects successfully.

Troubleshooting Steps
  • Verified model (WHW01) and node LED status.
  • Guided customer to log into router UI via iPad (http://myrouter.local) with admin credentials.
  • Navigated to Wi‑Fi Settings and changed 2.4 GHz channel to 11 and 5 GHz channel to 48.
  • Confirmed TV re‑connected and performance improved.
Key Observations
  • Agent correctly identified the product model and guided the customer to change Wi-Fi channels, which resolved the issue.
  • Call was inefficient with repeated, unclear instructions and long pauses, causing customer frustration.
  • Agent skipped critical troubleshooting steps: did not verify WAN/Internet status or confirm admin password access before proceeding.
  • Minimal empathy or acknowledgment of customer difficulty; communication was confusing and poorly paced.
  • No discussion of warranty, escalation path, or follow-up, though the outcome was functionally acceptable.
Positive Highlights
  • Correctly identified the product model (WHW01) and confirmed all three nodes were online with solid blue LEDs (transcript [24:00]–[25:00]).
  • Successfully guided the customer to access the router UI via iPad using http://myrouter.local (transcript [27:00]–[29:00]).
  • Provided technically accurate advice to change 2.4 GHz to channel 11 and 5 GHz to channel 48 to reduce interference (aligned with velop_wifi_connectivity.md Step 6).
  • Correctly advised connecting the TV to the 5 GHz band for better performance when coverage allows (transcript [38:00]).
  • Issue was functionally resolved — customer confirmed TV connected and performance improved (transcript [45:00]).
Agent Errors / Gaps
  • Assumed default admin password without confirming if the customer had changed it (transcript [29:00]).
  • Did not verify WAN/Internet status before modifying Wi-Fi settings, risking misdiagnosis (violates velop_wifi_connectivity.md Step 2).
  • Provided a confusing, repetitive navigation flow that caused customer frustration (e.g., [30:00]–[32:00] with unclear UI directions).
  • Failed to acknowledge customer frustration or provide empathetic responses (e.g., [35:00] customer says 'this is what I'm fucking up' — no acknowledgment).
  • Used incorrect URL 'my router.local' instead of 'http://myrouter.local' — though likely ASR artifact, agent did not correct or clarify (transcript [27:00]).
  • Did not confirm whether the TV actually supports 5 GHz before advising the switch, though customer later confirmed it did.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms TV now connects and works faster after changing to 5 GHz and channel settings: 'Oh wow, what a difference... Yeah, it used to take like forever to even switch a screen. So, okay. All right. Hopefully, so so I should for now on, just make sure they're on five, correct?'
R2 Met Diagnostic thoroughness conf 95%
Agent guided the customer through accessing the router UI, checking Wi‑Fi settings, changing channels and bands, and verified the TV connection: 'Let's change the the Wi‑Fi channel of the router first?... Change the channel to 11... For the 5 gigahertz channel, set that to 48... Let's see if you if you can connect your television to 5GHz.'
R3 Met Correct resolution path conf 94%
Issue was configuration-related (band selection and interference); agent pursued correct path with no premature dismissal or misdirected hardware focus. No warranty status was used to stop help.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identified symptom (intermittent back-room connectivity), asked about LED status, verified admin access, diagnosed band congestion, and implemented channel optimization — logical progression to root cause.
T2 Met Appropriate tools / resources used conf 97%
Agent used the router’s web interface via iPad as the primary diagnostic tool, which is appropriate and necessary for adjusting Wi‑Fi settings.
T3 Met No misinformation conf 99%
All technical guidance (admin password 'admin', 2.4 vs 5 GHz tradeoffs, channel selection) aligns with KB documentation and general networking principles.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained control but gave vague directions (e.g., 'scroll down all the way to the very bottom') and did not set an explicit agenda at the start. Transitions were functional but lacked clear framing.
C2 Partially Met Confirmed understanding conf 87%
Agent adapted language to non-technical user and repeated instructions, but did not adjust tone or pacing to match customer’s visible stress and confusion during navigation. Customer expressed frustration ('this is what I'm fucking up').
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and followed through on resolution steps without deflection. Customer was guided to success and confirmed resolution.
O2 Met Proactive follow-through conf 95%
Agent instructed customer to test TV post-change and confirmed success before closing, establishing clear next step and validation: 'Just go back to normal and then just do the things that you do when you're using your television let's see if that's better now compared to before much better?'
O3 Not Applicable Closure confirmation conf 91%
No prior case history referenced or available; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was resolvable at L1 with configuration changes.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no empathy or acknowledgment of the customer's frustration despite repeated complaints about ongoing issues and poor performance. Customer stated, 'this is what I'm fucking up,' indicating distress that was not addressed.
X2 Partially Met Tone & rapport conf 86%
Agent remained patient and repeated steps, but did not adjust tone or pacing to match customer’s visible stress and confusion during navigation. Customer struggled with UI elements and expressed impatience.
X3 Partially Met Overall experience conf 84%
Customer had to navigate complex UIs and re-enter passwords multiple times; agent could have reduced effort by guiding more precisely or suggesting simpler band steering. Steps required customer to access router UI via iPad and reconfigure network settings.
Call Transcript39 turns · 46 lines
Speaker 2
[silence] Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
trash you If? I think it's the battery. Want the battery, Patsy? Want the part, baby? You want the part, baby? You want the battery or the... My war here, I don't... sorry? oh [silence] [silence] [silence] [silence] [silence] [silence] [silence] this is a [silence] [silence] [silence] [silence] [silence] You got a [silence] Yeah, hi, um, I'm having, um, issues again with my Linksys system. Uh, I had you guys reset it, I believe a couple weeks ago, but I can get reception on my TV in the one room, but then in the back room, it goes in and out. And lately, it's more off than it is on on the internet stop. Not that great either. Yes. or so and so
17:00
Speaker 2
Thank you for calling Linksys. My name is Gerald. You're going to help. Okay, let me check your record. Are you an equal. Okay, model number W H W 01 correct. I mean, talk about your rather.
23:00
Speaker 1
uh we bye. I have what? I have three. Um, hold on. W. Where do I find that? W. Oh, W.H.W01, okay, that's one. Let me check the other one. Hold on. I have two more in the back of the house. Um, let's see. Got my glasses on. Hmm. Where do I find that? W.H.W01. Yep. And then I have one more. W.H.W01, yes, all the same. [silence]
24:00
Speaker 2
You got three total? Just verify things. Do you have three total? WH, W01. Okay. How come. What's the light of the main tower right now? Solid blue. Is it solid blue? The light indicator. Reinitial. Blue. So Christ. Okay. What about the extended towers? They're also solid green. [silence] Do you have a computer that we can get authorization from?
24:00
Speaker 1
How, how would I do that? I mean, that's not set up. I don't really, I use my work computer, but I have a computer. Well, I have my work iPad. Um, I do have a computer though. What would I need to do? Um, no, it's not. I, I don't have it on. No, I, I never use it, but I can. I have my, my work, my work iPad. Do you need that? Uh, yes it is. It's it is. Yes it is. But, like the TVs, I'm having a huge problem with at night and the internet in the back. When I'm in my back room, it circles, circles, circles and jumps off the network. Constantly.
26:00
Speaker 2
we can use you have iPad instead is that connected to the wifi right now links this wifi your work iPad is that connected to wifi Let me try to tech uh okay all right uh let's go to your iPad appreciate settings an open browser I mean yes uh Firefox browser and Google Chrome I know don't don't no don't go to to Google.com and set go to my router local router.local what do you see [silence]
26:00
Speaker 1
It says linksys.com Accessing the Linksys Smartwireless router user interface Uh We also have strings thing that comes up with connect The res dashboards Ensure the device is connected blah blah blah Blah What am I supposed to be seeing? Um one second Oh We also have strings thing that comes up with connect The res dashboards Ensure the device is connected blah blah blah So my PC seems to be slow maybe I have more down with my connection one Yeah Yeah Um Well that might be firewall well it might have firewall also You know I'm I'm Um Yeah Um Okay Um Okay Uh Oh here okay Here Here It's a different, it's something different. It's waiting.
28:00
Speaker 2
No. You should route you directly to the page we're trying to access. Can you open a new tab? A new page. Let's use the IP address of the router. [silence]
28:00
Speaker 1
Okay, it says sign in with your router password, access the loop, I don't know what that what's the router password. My internet password or, okay, lower all lowercase ADMIN, A-D-M-I-N and then hit sign in. Um, it says just waiting and then it says could not establish connection, uh.
29:00
Speaker 2
It's not your internet password, it's your settings password. Usually, if you did not reset or create a new admin password, the admin password is the word admin, A-D-M-I-N, lowercase. A-D-M-I-N. What happened?
29:00
Speaker 1
It says, Network status: device connected, router connected, Internet connected. And then there's OceanCity24. And there's OceanCity5. I was told to use the OceanCity24. I don't know. There's the what? I don't see any difference. Anything.
30:00
Speaker 2
The 2.4 and the 5 gigahertz, they share the same name, same password or nah? Uh, let's check that. Now, let's go to - Oh, I forgot. Scroll down all the way to the very bottom, where you see the blue background. It's uh, kinda dark blue. Uh, you'll find the C A, like all the way to the bottom, bottom right corner. C A, like California. Like, forget about the back, sister. Just scroll down to the very, very bottom. If you have it in full screen, take a look at the very, very bottom, lower right corner. There's Alright, that's okay. Let's go to the left hand side and the browser settings you will see Wi-Fi settings. Click Wi-Fi settings. that's under router settings. And then router settings. below connectivity trouble shooting and then Wi-Fi settings is the third option. Under router settings. Click the Wi-Fi settings and tell me what you see.
30:00
Speaker 1
Off to the left, off to the left. There's okay. You want me to go off to the left, the Wi-Fi settings? Oh, okay. That's different. Okay. That's different. Yeah. Yeah. Okay. Um, it looks like, hold on. I can see the password. The password's are the same. Ocean City 2.4 four the password's the same. Ocean City five. The password's the same. No different names. So the Ocean City 2.4 is a 2.4 ghz band and the Ocean City five is the five ghz band.
33:00
Speaker 2
Can you, is that in full screen, right? You can see the, what yeah, the left hand side. What about the name? Same name? What about the WiFi name? They share the same name or no? Oh, that makes sense then. Is your television connected to two?
33:00
Speaker 1
I, uh, I believe it's the, I don't know, I mean, I believe it's a, oh, I think it's a 2.4. Um, the one in my family room, um, I believe it's 2.4. I'm not sure what the one in my bedroom is. I'm not sure how to find that out. My bedroom's really not working that well, but um, and I'm using my phone to control the family room one cuz my remote's lost, but how would I find that out? Speaker 2: Um. Speaker 1: No. Speaker 2: Settings, okay, I see it. It says connected devices or settings. What do I hit? Speaker 1: Settings? Speaker 2: Or, settings?
34:00
Speaker 2
you just need to go to the television network settings and check if that device connected to the. Well actually we can you talking about the television?
34:00
Speaker 1
yeah, this is what I'm fucking up. oh, okay. I have, I have network settings. Let's see, Nicole Adair network settings, um, view. Oh, wait. I'm gonna go back. So I'm controlling this by my phone. So it's difficult. Okay. hold on. Connections. Do I go to connections? Yeah, okay. Okay. And then it gives me a choice of network, Bluetooth, auto connect, Bluetooth, multi control and then it's a storage share. And then that's device condition, yeah. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] by layer one connected device and.
35:00
Speaker 2
r, the links this right a page. Oh, okay. Just go go to settings net, then network settings or or network connection. Connections. Yeah. Connections.
35:00
Speaker 1
"Connect manager." "networks test." "Let me scroll down. It says, 'Google Cast settings, Apple Airplay settings. Device Connect Manager. Network. There's a network. Do you want me to go to network?' 'Mm-mm.' 'Okay, okay. Okay. Now, this says Ocean City five. Yeah. Should I go check the other TV?' 'because the other TV is the one that's like giving me major problems.' 'Mm-hmm.' "I can't even watch a show for like two minutes." "Um, let's see here."
36:00
Speaker 2
yes. Do the same.
36:00
Speaker 1
All right. Let me turn it on. Go to settings. Settings. And then phenomenal settings. Go to general. Okay, general. Here it is. Network. Network, it says network status, open network settings, reset network, and expert settings. Okay. All right, now it says your TV is connected to the internet Ocean City 2.4. Maybe this is my problem. You are connected to the internet. If you have problems on line services, please contact your internet service provider. So do I need to change this to Ocean City 5? Hmm. Okay. Okay. Okay. okay where where do I start and because it says disconnect IP retry or close [silence] Oh hold on I gotta go get I gotta go get it because it's downstairs it's in a different room.
37:00
Speaker 2
If that, that can see the 5 GHz, always connect to 5 GHz. The reason is that the 5 GHz offers more speed, but the coverage is not as wide as the 2.4, whereas the 2.4 is the opposite of the 5 GHz wider coverage, speed is not as good as the 5 GHz. Maybe that's the problem. Also, we can try to change. the channel so we can optimize the channel of the router. And see how it goes after that. How about we change the the Wi-Fi channel of the router first? Let's go back to iPad. And tell me if you still have the screen. Okay.
38:00
Speaker 1
All right. Okay. So, now I got the iPad in front of me. What do I do here? I'm just on the iPad Wi-Fi settings the 2.4 and the 5. Like there's a. Yeah, um, it says, it says um, Wi-Fi, okay, it says Wi-Fi password, security mode WPA2/AES, rapper agent, and then, soul Wi-Fi connect? Sorry about that.
39:00
Speaker 2
let's change the channel to Oh wait, what do you see? Let me make sure that we're in the same page. So what do you see from there? Okay. 2.4, can you see the channel? Not the channel width, but the channel. [silence]
39:00
Speaker 1
WPA, two personal, broadcast, yes, Wi-Fi mode, mixed, channel, auto, channel with auto, the, all the channels are auto. Okay. Just the channel. 11. Okay. That's 2.462. Is that what I should be in? No. Okay. 40, okay. 5.240. Okay. And then hit okay or apply. Okay. Okay. It says updating your Wi-Fi settings. Now this TV says unable to connect to the server, try again later. I should probably hit.
40:00
Speaker 2
Okay, just the channel. Not the channel, but the channel. Yeah, hit that and then select 11. Change the channel to 11. And for the 5 gigahertz. Yes, correct. For the for the 5 gigahertz channel, set that to 48. Hit apply, yes. It should be starting right now. So.
40:00
Speaker 1
yes update the settings yes okay okay the router is applying changes the action you may for me close the website to lose connectivity okay we're waiting to okay and then it took me back to the screen do I hit okay or apply again okay
41:00
Speaker 2
Yes. [silence] Just hit okay and then let's [silence] see if you if you can connect your television to 5G Hz.
41:00
Speaker 1
Okay, I'm going to turn it off and then turn it back on. Is that okay? Let's see. Okay. Do I need to go into settings again? Okay. Settings? Okay. Settings Apple. Hold on. Settings? General, okay, network. And then network status or open network settings. Okay.
42:00
Speaker 2
sure okay yes settings and find the network named connection or network connection something network settings
42:00
Speaker 1
All right, it's saying wireless and then and that's a selector wireless network. Am I putting Ocean City 2.4 or Ocean City 5? Okay, and select it. Oh wait. Hold on. Not letting me select it. How do I select it? Like it has the Like it Yeah, like it's showing but it has 2.4 checked off and then the the Ocean City 5 is underneath, so how do I make that? Do I go to Ocean City 2.4 and uncheck it? Probably Oh, okay, hold on, I I hit okay. Hold on, I gotta go back. Okay, so go to Ocean City 5. Okay. So then it.
43:00
Speaker 2
Wireless, yes. [silence] The 5. Look for the 5 gigahertz. Can you find it in your network list? Is it showing? You don't need to. Just select the five gigahertz. [silence] Okay. [silence]
43:00
Speaker 1
enter my past word. so, is, that my past word, for, the, network, that, I, have, I'm, assuming. [silence] Okay. Okay. Yeah. Uh, hold on one second. I'm gonna type it in. [silence] Okay. Okay. Okay. So, let me hit done. Let me hit show password just to make sure. Okay. Um, okay. Okay, now it says checking wireless network connection. It's spinning.
44:00
Speaker 2
Yes, the wipe it faster beam is pure ocean too. It's the same right.
44:00
Speaker 1
Okay, success, your TV is connected to the internet. Hit okay. And then do I need to do anything else, like reset network or no? Just go back to normal. Okay. Okay. Okay. Oh yeah, it seems to be moving much faster. Oh wow, what a difference. Okay, so I think this is what was wrong. Yeah, it used to take like forever to even switch a screen. So, okay. All right. Hopefully, so so I should for now on, just make sure they're on five, correct? Okay. Okay. Awesome. All right, thank you so much. [silence]
45:00
Speaker 2
[silence] just go back to normal and then just do the things that you do when you're using your television let's let's see if that's better now compared to before much better? okay I guess yeah for those that support 5 GHz always just the 5 GHz
45:00
Speaker 1
That was it. Thank you. I appreciate it. Thank you. You too. Bye bye.
46:00
Speaker 2
hello much welcome you but a question or anything I can help will come again if nothing else you have a good one say hi
46:00