V2 Rubric Detail — 830e177c-7554-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 13:55
Duration
59m 28s
Contact
Brenda Inabinett
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135480
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to separate the bands
⚠ 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.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership0.71/5
Escalation0.00/5
Customer Exp0.00/5
Overall9.6% (-10.4)

V2 Grader Summary

The agent failed to perform basic troubleshooting, provided materially incorrect technical information, and ignored a solid red LED—triggering mandatory escalation. Despite offering paid support, no meaningful progress was made, and the customer was left to call back with a ticket. Communication was disorganized and lacking empathy, resulting in a fully unresolved case with multiple critical failures.

V1 Case Analysis

Out-of-warranty mesh child node not broadcasting SSID; solid red LED. Agent gave incorrect technical advice, collected payment info (PCI violation), created LTS ticket 00135749 without troubleshooting or resolution.

Troubleshooting Steps
  • Asked how the child node was originally set up (app vs press method).
  • Attempted to have the customer connect a computer to the network and run ipconfig.
  • Guided the customer to enter an incorrect default gateway (192.168.1254) in a browser.
  • Suggested separating 2.4 GHz and 5 GHz networks and disabling 5 GHz on the child node.
Key Observations
  • Agent collected full credit card number and security code over the phone, violating PCI compliance.
  • Provided incorrect technical advice: told customer to separate SSIDs and disable 5 GHz on child node.
  • Provided wrong IP address (192.168.1254) for router access instead of 192.168.1.1.
  • Failed to collect model/serial number or verify warranty status properly.
  • Did not guide customer through proper 5-press or Pair Button method for node pairing.
  • Created LTS ticket without performing required pre-escalation steps (e.g., confirming firmware, reset attempts).
Positive Highlights
  • Created an LTS ticket (00135749) and provided the ticket number to the customer.
  • Attempted to confirm customer contact information (phone and email).
Agent Errors / Gaps
  • PCI violation: asked for and recorded full credit‑card number and security code.
  • Incorrect technical advice: told customer to separate SSIDs and disable 5 GHz on the child node.
  • Provided wrong IP address (192.168.1254) for router access.
  • Did not collect model/serial number or verify warranty status properly.
  • Failed to identify solid red LED as requiring factory reset per KB.
  • Did not guide customer through proper node pairing method (5-press or Pair Button).
  • Created LTS ticket without performing required pre-escalation steps.
  • Did not verify customer could access local web interface before remote troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The call ends with the customer still unable to connect the child node and being told to call back with a ticket number.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped basic troubleshooting (reboot, LED check, firmware, factory reset) and gave incorrect technical steps like using 192.168.1.254 instead of standard 192.168.1.1.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified device is out of warranty and offered paid support, but failed to deliver even basic best-effort troubleshooting before charging.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (child node shows parent SSID) and asked a few questions, but missed key diagnostics such as model, LED status, reboot, firmware version.
T2 Not Met Appropriate tools / resources used conf 96%
Agent instructed customer to use 'ip config' and incorrectly used 192.168.1.254 as gateway; failed to direct customer to http://myrouter.local or use remote tools despite available methods.
T3 Not Met No misinformation conf 97%
Agent claimed child node can broadcast its own SSID and suggested separating Wi-Fi bands on the child node—both contradict KB; also misidentified solid red LED as 'solid drag'.
Communication
C1 Not Met Clear & professional language conf 95%
Long silences, unexplained holds, abrupt shifts in topic, and failure to re-engage after disconnections show poor call control and lack of structure.
C2 Not Met Confirmed understanding conf 94%
Agent used confusing jargon ('develop setup', 'beat one in two'), repeated unclear instructions, and failed to adapt to customer’s confusion or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abandoned case by deferring to paid support and then a ticket, without resolving or personally following through on promised troubleshooting.
O2 Partially Met Proactive follow-through conf 89%
Agent provided ticket number (LTS00135749) and said customer should call back, but gave no timeline, ownership, or assurance of continuity.
O3 Not Met Closure confirmation conf 91%
Customer mentioned prior technician sent a guide, but agent ignored this history and did not reference or build upon previous support efforts.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Child node shows solid red LED after reboot—a confirmed escalation trigger per universal_escalation_guide.md—but agent failed to escalate.
E2 Not Met Escalation prep & handoff conf 95%
No escalation executed; agent did not inform customer of escalation path, assign to correct team, or document reason despite clear hardware fault indicator.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent never acknowledged customer frustration, repeated attempts, or device fatigue; remained transactional and indifferent to emotional state.
X2 Not Met Tone & rapport conf 94%
Agent maintained robotic tone, failed to slow down or simplify when customer struggles, and did not adjust to evident confusion or stress.
X3 Not Met Overall experience conf 96%
Customer repeated passwords, IP entries, and device switches due to agent’s unclear instructions and incorrect guidance, increasing effort unnecessarily.
Call Transcript71 turns · 88 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. 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
yes, hi. um, so I'm out of warranty for my linksys, um, mesh knows. anyway, um, I have them hooked up, but have uh the main node and the child node. So the child node is usually um in my bedroom and I can hook up my Alexa and my ring doorbell to it. But when I go to look for it under my wi-fi, it's still giving me um the information for my parent node. [silence] Please confirm whether you're still working with the same equipment, um, for the procedure, and if there's been any changes to your computer or network interface since you last used the equipment. [silence]
01:00
Speaker 2
You can also connect with other users for tips and guidance at reddit.com slash R slash linksys. Hi, thank you for calling linksys. This is she. I can help you today huh huh fat is but can huh huh
01:00
Speaker 1
[silence] it's a child node [silence] [child] to my parent node. Yeah, but my stuff isn't hooked up to it, that's that's what I'm saying.
02:00
Speaker 2
Okay, so how did you set up the node that uh that you connected your devices, ma'am? Like the node that is on your room where you connected your uh camera. Uh, how was it set up? Is it set up as an extender or a child node to your parent node or a different network? Yeah. I see. If that's the case, ma'am, um, it's actually normal that you will only see the parent's node's SSID because it was set up as a parent node. That child node will not broadcast its own SSID because that was added as an extended network to your parent node. So, if that's the case, ma'am, you have to re-re-wait.
02:00
Speaker 1
the Ring the Ring camera and my Alexa, Alexa Echo Dot.
03:00
Speaker 2
You have to connect it to the Wi-Fi name of your parent node. What are those devices again? What are those devices that was connected to the child node? Okay. Ring camera I believe, ma'am, this can only connect to a 2.4G network. I'm not so sure about Alexa, but Ring camera can only connect to 2.4G. So, what you want, what you need to do if you wanted to have this or to connect this Ring camera and your Alexa to your child node, ma'am. You have to disconnect the child node and make it as another network or a separate network. Or if you don't want to do that, other option you can do is that my ma'am, if the 5G settings of your, um, of your child node is turned on, can you please disable it? And from there, make sure that you're connecting to the 2.4G of the child node, ma'am. Yes, so that way, both Alexa and your Ring camera will be able to connect. Is yeah? Thank you! Okay, no worries, ma'am.
03:00
Speaker 1
I don't know which one to do, I just want my stuff hooked back up like it used to be. All right, so how do I hook up the child node to be, because this one is suppose to be an extension of the parent node, correct? Right.
04:00
Speaker 2
Is, you have to separate the Wi-Fi network of your parent node? You have to separate the 2.4 from the 5 gigahertz for you to connect your ring camera and the Alexa to the 2.4 network on the child node, but with the same Wi-Fi name as the parent node. If that was added as a child node, ma'am, then you will you'll not really you won't really see that Wi-Fi name of your child node because it it's using the Wi-Fi name of the parents now. Mhm. Yes. It's like an extension or extended network from the parent node.
04:00
Speaker 1
Yeah, but I told you, I'm trying to do that and it won't connect. Let me look. That should be under my Wi-Fi, right? Um. Know, it just says status not connected. Okay, I have a good signal. Okay, so did you pull the password to type it in? Okay, go ahead and let's look up under it. Okay, I'm gonna do that and it says connected, but I still have this no internet connection. Internet is to the status and it says Install. That's what I don't understand.
05:00
Speaker 2
Okay, so if you wanted to connect your ring camera, ma'am, it should be connected to the parent node's network name. Yes. Let me just confirm. Is your 2.4 separate from 5g, or do you see two Wi-Fi names for your Linksys? I can Yes, on the available network. Okay, what is the light at the top of your node ma'am? Your device's, the LED light indicator? Okay. Who set this one off? I know who set this up ma'am. Okay, how did you set it up? Did you? Uh, what way or what method? The app or the press? Can you provide me with a press? Oh, okay. Okay. So that means uh, that possibly the Wi-Fi network is just set to combine network. Am I speaking to Miss. Brenda?
05:00
Speaker 1
Huh? Yeah, I'm Brenda. Okay. So, what am I doing? [silence]
07:00
Speaker 2
Your phone number, ma'am Is it 610-217-466? Okay. So, yes. Okay. So, for, uh, for this one, ma'am, since you're using the default name, what you need to do is to, um, get through the user interface of your device, of your linkages and separate the Wi-Fi network. Then you can connect your ring camera and your uh Alexa on this. Separate the Wi-Fi network now. Like this, uh separate your 2.4 from your 5G. Um, if you want, uh we can go ahead with the paid service, ma'am or I can send you the guide for free.
07:00
Speaker 1
[HUMAN_REVIEW] OK, you can send it to me. What can you look? What can you look to B to see if you're sending me the same thing that was already sent to me? How much? How much will it? How much would it cost you to walk me through this? Fifteen? Do you say fifteen or 50? OK, let's do that because I don't feel like doing all this all over again.
08:00
Speaker 2
So just to confirm your email address ma'am is Silky.Mucca904@gmail.com. This will be a different thing ma'am, the previous technician sent you a let me just check she sent you the guide on how you can set up your Wi-Fi network. So what I will send that will be $15 for an hour of troubleshooting. Yes. $15. 15. Okay, yes. let me just prepare my tools, ma'am. Would it be okay if I place you on hold for three to five minutes? Okay. Thank you, ma'am. I'll be right back. [silence] Hello, ma'am, Miss Brenda. Hi ma'am, thank you so much for patient waiting. So, I already prepared my tools here, but before we proceed with the paid service, ma'am, let me just set your expectation that I am not trained for third-party devices like the Ring, doorbell and your...[silence]
08:00
Speaker 1
The song. I-I-N-A B as in boy. I-N as in Nancy. E as in elephant and T as in Tom. T as in Tom. [silence] Uh-huh.
14:00
Speaker 2
Alexa, what I can do to help you, ma'am, is just to separate the Wi-Fi network. Okay. Okay, uh, I won't be needing your last name, ma'am. Um, since I only have here, Bren. So A as in apple, B as in boy, I N as in Nancy, C as in cat. Okay. Okay, so I will be asking for your personal details, ma'am, but before we do that, let me just put you on our secured line, okay?
14:00
Speaker 1
Just say that again you broke up. 407 770 487-7394
15:00
Speaker 2
Okay, and your card details, ma'am. Your card details, ma'am, have your card details, card number.
15:00
Speaker 1
0 or 487 3 7 3 9 4 [silence] yes [silence]
16:00
Speaker 2
It seems that I have it wrong ma'am. Can you repeat your card number, please? [silence] This is a Visa card, right? Okay, got it Thank you.
16:00
Speaker 1
0 for 31. 3 5 9. Over 1. 0 Best um...
17:00
Speaker 2
[REDACTED_PAYMENT_DIGITS] Okay, now I have it the security code ma'am. And the email address again ma'am is silkimoca904@gmail.com right? Okay. Okay, so I'll go ahead with this paid service ma'am. Uh, you'll be receiving a confirmation or a receipt uh, through the email address registered here. Okay. Okay, so for this troubleshooting may I know if you have a computer ma'am or an iPad that we can use? A computer or an iPad that we can use? Okay. Oh, not yet, ma'am. I was not able to receive it yet. [silence] [silence]
17:00
Speaker 1
Oh shit, hold on. Hold on, Let me get my laptop up and running. Hmm. [silence]
19:00
Speaker 2
Yes, yes, ma'am. Just take your time. Let me know if you're ready. [silence] Okay, just a confirmation, ma'am you're your internet provider is AT&T, right? Okay. So, first thing that we need to do you have to connect your The Wi Fi from your computer to the...
20:00
Speaker 1
Okay. Hold on. [silence] Yeah, this has to be connected to my computer. [silence] Okay. [silence] Hold on, hold on, hold on, hold on. [silence] Hold on. [silence] I don't see a place to connect it.
23:00
Speaker 2
Yes, it should be connected to your... your computer and MEM it should be connected to your Wi-Fi network. Okay, so are we...
23:00
Speaker 1
That's the idea. I don't see a place on my laptop to connect it. That's strange. Yeah, I don't see a place on my laptop to connect it. no there's not a whole for me to put in the into the the core from the it's not a whole for me to put in the um Ethernet collar okay all right hold on let me connect my work computer back up okay all right I'm ready hmm yeah um
24:00
Speaker 2
It's actually not necessary, ma'am, we can connect by a Wi-Fi that's okay if it's only Wi-Fi. Okay. okay, so we are connected to your Wi-Fi network now. [silence]
25:00
Speaker 1
[silence] Windows.
26:00
Speaker 2
OK, so first thing that we need to do, I'm sorry, let me just ask what is this computer that we are about to use? Is it a Mac or a Windows computer? Windows. Can you do Command Prompt? First, command prompt. Ma'am, on the bottom of your computer screen, ma'am you have there this search tab just beside the windows windows bar. Okay, tap on the search tab, ma'am, and search for CMD, Charlie Mother Delta. Okay, you will see there Command Prompt. Okay, on Command Prompt under Command Prompt.
26:00
Speaker 1
IP config. Is that going to be right next to my username or what? IP config. Is it what, um, conf. IP? IP is not recognized as an internal or external command. Yeah. I put a space. [silence]
27:00
Speaker 2
you'll you you have to type IP con con IP con con IP con con like IP con con like that right after the username ma'am con con okay and and enter did you add a space ma'am or Okay no space all lower caps
27:00
Speaker 1
OK. OK. default gateway. Yeah, I see it. ISIT the 192? 192.168.1.254. Is it IP C, was it IP 4?
28:00
Speaker 2
Okay new run IP. Conf. IP conf. beating in and can you look for the IP the for default gateway mmway du bay or I am a yeah system say this is the beat one in two is there any other IP address, ma'am? . .
28:00
Speaker 1
IPV4, IPv6. What is it? I see default gateway. I just gave you the number. 1 9 2 1 6 8 1 2 5 4 [silence] Aw shit, it went away now. Can you give it to me? 2 5 4.
29:00
Speaker 2
default gateway, default gateway, yes, okay it's 192 168 1254 okay, can you type this numbers on the address bar please? yes 192 168 1254 yes, let me know if it's route to a Linksys page or a
29:00
Speaker 1
It's saying my my network is not not secure. My connection is not private. Do I have a what? yeah. I do. so, my clicking the advanced button. The server cannot prove that 192 168.1.254's security certificate is not trusted by your computer's operating system. Continue to 19.
30:00
Speaker 2
uh a different page ma'am you you have an advanced button advance okay yes ma'am click on the advanced button um um um um before I introduce I want to thank you for tuning in to our day
30:00
Speaker 1
[silence] ip 216 81.4. unsafe. Yes. Yes. what? Okay. [silence] brings up AT&T [silence] status. can I connect to what? can I connect to what?
31:00
Speaker 2
mmm unsafe yes yes ma'am continue to unsafe what does it say on your screen man okay okay ma'am we are not connected to your Wi-Fi from the link sis right can you connect your computer to the velop name please yes can you connect to the Velop setup Wi-Fi name the link sis Wi-Fi network ma'am Develop setup the name you set up for
31:00
Speaker 1
[KEEP_UNCERTAIN] Oh, I don't remember that. Oh, develop setup. Oh, develop setup. Okay. Let me see. Now how do I get that? Let me see. Turn it off and see if it'll search for something. Okay, develop setup connect. Now it's asking for the password. Let me look. Oh, it's hard to see that password. Actually, I think I took a picture of it. Hold on. [silence]
32:00
Speaker 2
So your lace is Wi-Fi. That's the uh the vell up set up. You just read it to me earlier ma'am. Yes. [silence] It's cool. Alright then okay thanks
32:00
Speaker 1
Okay. Hold on. Can't connect to this. Let me try again. How does it feel, Elmer? Okay, let me try. Then, [silence] It saying it can't connect. Why? what? advance from where I'm not even on that screen anymore. What do you mean? I just told you I couldn't connect to develop name. mm. Oh, wait a minute. It looks like it's connecting now. It says it's connecting. [silence]
33:00
Speaker 2
That's okay, ma'am, that's okay. Um, can you tap advance again? Yes, ma'am. Oh, okay, okay. Um, can you type the, uh, IP Config, ma'am, or can you connect to dev setup name and then let's do the IP Config. What's the error, ma'am?
35:00
Speaker 1
But it should already say connected. Yeah, I will.
36:00
Speaker 2
Just let me know, man, if it's really connected. So, sorry. Can we use the word, that is, can
36:00
Speaker 1
no, it's not connected, I don't know why. Yes. I'm looking right at the darn passwords. [silence] It's saying secured. [silence]
37:00
Speaker 2
Are we now connected to the developed name, ma'am? Okay, that's good. That means that you are connected. Can you do Command Prompt again? Since we just get... [silence]
38:00
Speaker 1
what did i do CMD okay now ip config okay all right 192.1.1
39:00
Speaker 2
We just reconnected the Wi-Fi. The command prompt, ma'am. Same. The command. Yes, CMD. Yes, IP config. No space, all lowercase. Okay, what's the number, ma'am? What are those numbers on the default keys? Mm-hmm. Mm-hmm. Mm-hmm. Mam, this is still an AT&T IP.
39:00
Speaker 1
AT&T? Yeah. Oh, it took, it went back to, um. Yeah, it went back to my, um, what do you call it? It went back to my, uh, AT&T.
40:00
Speaker 2
yes. this is still from AT& T. you're still not connected with your linksys. you mentioned, mom, that you have a Velop set up name on your network, right?went back to your Okay. Um, please make sure that you will be you will be connected to your link, Miss Ma'am.
40:00
Speaker 1
Sorry, my neighbors are working on their house. Oh, it keeps connecting back to my internet to my Wi-Fi. That's crazy. Cause my phone is connected to the Wi-Fi. We can't do this through my phone.
41:00
Speaker 2
Okay. [silence] I'm not sure if we can do it, ma'am. There are some cases that phone won't really...
41:00
Speaker 1
Okay. I keep trying. It keeps going back to AT&T. I'm not going to keep trying over and over again. It keeps going back. Yeah. Okay. Thank you. Thank you.
42:00
Speaker 2
let me just uh uh put you on hold for a minute ma'am okay I just need to I'll just look for some uh other solutions for this but uh try to connect to your Wi-Fi network please yes i see i see okay let me just uh get uh look for some uh other solutions for this okay stay on the line please be right back [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Hello, Ma'am? Okay, is there a way that we can temporarily disconnect your lines from your modem, from your AT&T modem?
42:00
Speaker 1
Okay. So I disconnected it. Mm-hmm. Now what? Now it's blinking red. You know?
45:00
Speaker 2
okay just disconnect the ethernet cable ma'am uh... by the way please put a mark ma'am on where you uh... have where you connect your ethernet cable because that's where we will put back your ethernet cable later on on your linksys okay please uh-huh okay yes yes that's it that's actually uh normal ma'am okay so now ma'am try to connect to your linksys Wi-Fi [silence]
45:00
Speaker 1
Okay. Let me try again. Nope. Okay. Now. Hold on. Yeah, I don't get it. I'm putting in the password over and over and over again. It's not taking the right password because I'm looking at the bottom of my computer. Nope. [silence] That was a dance for a second. still asking for the password he started getting my
47:00
Speaker 2
Yes, go ahead with the password in MA. [silence] Okay. [silence] [silence] Um, by, by j have on purple cardress. I'll connect a to you.
50:00
Speaker 1
Uh Nope. Try it one more time and then I'm done. Hold on. I have a I have a tablet somewhere around here.
51:00
Speaker 2
Is there any other device that we can possibly use, ma'am, uh, aside from this laptop and your phone? Okay. Yeah, let's try [silence] [silence]
51:00
Speaker 1
All right, let me try this last time and then I'm going to go get my lap. I mean my tablet. Nope, it's not working. It will get my tablet. Hold on. Yeah, it's totally dead. It's dead. [silence] my tablet is dead that's it so now what okay can you just email me directly [silence] this and [inaudible]
52:00
Speaker 2
Okay, so that means there's still other way for us to, uh, other device that we can use, ma'am. Okay. I believe the only way for us to do this ma'am is through your computer.
55:00
Speaker 1
Yeah, I could do that. [silence] Oh, okay. Shouldn't it turn back to blue? Listen. My my node is not blue again. It's still red. It was. It is. it M-hm. No, it's a solid red. It's a solid red.
56:00
Speaker 2
okay, so ma'am, uh, I will provide your ticket number, uh, you can charge first your, uh, tablet, and if you're. already to do the troubleshooting, ma'am, make sure it's plugg in on the same port to where it was earlier. So, it's booting up, uh. blinking red. Okay.
57:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Okay. You alright, I'm not using this person. I'm not using my phone for this. Oh, there it is. It's okay now. Okay. What is it? Wait a minute. Wait a minute. Start again.
58:00
Speaker 2
Solid drag. Okay. Can we give it a minute, ma'am? If same thing will happen, like it stays on solid drag, put it on the other port. I'm sorry. Okay. Yes, ma'am. Just call us back. Here's your ticket number. Once you're ready to proceed with the troubleshooting. Ma'am, then just call us and provide us this ticket number. That's... Yes. It's LTS Lima Tango Sierra zero zero LTS.
58:00
Speaker 1
Uh, huh. Okay, thanks. Uh, okay, thank you. Uh, you too.
59:00
Speaker 2
L...for Lima, T...for tango, S...for sugar, 00135749. Okay. You're welcome. Just call us back. We're open until 11:00 p.m. You're welcome, ma'am. Have a good day. Stay safe. Bye bye now.
59:00