V2 Rubric Detail — 874df200-68e1-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-15 17:42
Duration
25m 8s
Contact
Jessica Fernandez
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133444
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: kicks out device on the internet_MX2000
⚠ 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
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall48.5% (-3.5)

V2 Grader Summary

The agent performed some valid troubleshooting steps and used the correct tools but failed to complete a full diagnostic process or confirm resolution. The call lacked empathy, repeated information unnecessarily, and ended with an unconfirmed callback, resulting in a partial resolution. No critical failures were present, so auto-zero does not apply.

V1 Case Analysis

Customer reports intermittent Wi-Fi drops on WHW03/MX2000/Atlas6 mesh. Changed security mode to WPA2/WPA3 Mixed Personal; issue persists. Callback scheduled for further troubleshooting.

Troubleshooting Steps
  • Changed Wi-Fi security mode to WPA2/WPA3 Mixed Personal via router UI
  • Advised turning off cellular data on iPhone to test Wi-Fi connectivity
  • Scheduled callback for continued troubleshooting
Key Observations
  • Agent correctly identified and guided customer through security mode change (WPA2/WPA3 Mixed Personal) per KB guidance.
  • Call suffered from excessive silences, repetitive questioning, and lack of structured troubleshooting flow.
  • Critical protocol steps (model/serial/warranty collection) were omitted despite being relevant for mesh troubleshooting.
  • Issue remained unresolved; callback provided as next step but no confirmation of WAN/ISP connectivity or systematic mesh node reset attempted.
Positive Highlights
  • Accurately guided customer to router UI (http://192.168.1.1) and correctly identified security mode setting.
  • Implemented valid security mode change (WPA2/WPA3 Mixed Personal) per KB recommendations for compatibility.
  • Provided clear next step via callback to continue troubleshooting, maintaining customer engagement.
Agent Errors / Gaps
  • Failed to collect product model numbers, serial numbers, or warranty status at call start despite relevance to mesh troubleshooting.
  • Lack of structured troubleshooting: skipped WAN/ISP connectivity verification and systematic mesh node reset.
  • Excessive silences and unclear/repetitive questions reduced call efficiency and customer confidence.
  • Did not confirm whether security mode change actually restored connectivity before moving to cellular data test.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent scheduled a callback without confirming resolution: 'I'll try to process a call back for you... give you five minutes and a call back will be processed after that'. No confirmation that the issue was resolved before disconnect.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent skipped foundational diagnostics: did not verify ISP speed, check for interference, or assess channel width — instead jumped to WPA2/WPA3 change and reset options without isolating cause.
R3 Partially Met Correct resolution path conf 86%
Agent offered multiple paths (security change, reset, node swap) but failed to assess which was most appropriate based on symptoms; did not determine if issue was device-specific, firmware-related, or configuration-driven.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for device models and serial numbers but did not logically sequence troubleshooting — e.g., skipped checking signal strength, device overload, or DFS channel issues despite customer having multiple nodes.
T2 Met Appropriate tools / resources used conf 93%
Agent correctly used the router web interface (192.168.1.1) to access Wi-Fi settings and change security mode — appropriate tool use for configuration-level troubleshooting.
T3 Met No misinformation conf 95%
Agent accurately explained WPA2/WPA3 mixed mode and correctly advised turning off cellular data to test Wi-Fi reconnection — no technical inaccuracies observed.
Communication
C1 Partially Met Clear & professional language conf 81%
Agent maintained basic control but had long silences, unclear transitions (e.g., abrupt shift to record creation), and no initial framing of troubleshooting plan.
C2 Partially Met Confirmed understanding conf 79%
Agent used terms like 'WPA2/WPA3 mixed personal' without checking understanding; adapted slightly by simplifying after confusion, but not consistently.
Customer Ownership
O1 Partially Met Ownership & empathy conf 83%
Agent took initiative in guiding login and settings change but ultimately deferred resolution to a callback rather than seeing the case through to confirmation.
O2 Met Proactive follow-through conf 91%
Agent set a clear next step: 'I'll call you back in five minutes' and instructed customer to test connectivity and close apps in the meantime.
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 was performed and none was warranted — issue remained under investigation but did not meet complexity or hardware fault thresholds requiring escalation.
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 91%
Agent never acknowledged customer frustration or effort; no empathetic statements (e.g., 'I understand this is disruptive') despite repeated disconnections affecting multiple devices.
X2 Not Met Tone & rapport conf 86%
Agent maintained a rigid, formal tone throughout and did not adjust pace or language when customer showed confusion (e.g., about app access while disconnected).
X3 Not Met Overall experience conf 89%
Agent repeatedly asked for device count and model numbers already provided (e.g., 'how many Linksys devices again do you have?') causing unnecessary repetition.
Call Transcript40 turns · 46 lines
Speaker 1
Hi, Leone. I am having some issues with my Bellhub system. It's mostly, like, connectivity. Is
00:00
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. [silence] [silence] [silence] [silence] Please have your device's 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. [silence] [silence] [silence] Hi, thank you for calling Linksys Technical Support, this is Rio, how can I assist you for today?
00:00
Speaker 1
It's a connecting and then it kicks me off. Um, yeah, I'm really not sure what's going on with it. It's, um, okay. So it'll connect to the internet and then just suddenly the devices get kicked off, like, basically disconnected and like just load, load, load, like they're trying to connect, but they can't connect. Um, so it's my laptop, my phone, my PlayStation.
01:00
Speaker 2
Can you clarify that for me, ma'am? It's kicking you off? It's disconnecting you from the network or you have experienced dropping connections? What device is being disconnected to the network or to the Wi-Fi?
01:00
Speaker 1
[KEEP_UNCERTAIN] pretty much mostly, yeah. It seems like my Smart TV's stay connected, but I'm not sure why that is. Like I know there's internet because, you know, it works, but it's like it's almost like the net, the mesh network is having problems. I don't know, connecting, like one of my nodes won't connect. Um, but There's other ones, though they're blue. Um, there's one node that's next door in a guest house that I don't have access to, but uh, uh, so I don't know what color it is, but the other ones are blue.
02:00
Speaker 2
So, all of your devices is being kicked out by your internet? What's the light showing for your nodes?
02:00
Speaker 1
Solid light. It's. No, the internet we're fine when it, when it connects, but it's like the devices, will disconnect from the network and then they just like struggle to reconnect. Oh, my phone? Yeah, it's a iPhone like 14 or something. I think, 13. A personal lab. It's a working one. Yeah.
03:00
Speaker 2
Uh, So, basically, ma'am, your devices are disconnecting from your Wi-Fi or it keeps you out from the Wi-Fi? or you experience low internet? Ooh, okay, okay. Uh, what's the model of your phone, by the way? Yes, what's the model of your phone? Okay. How about the laptop? Is this a working laptop or a personal laptop? Ooh, okay, no VPN.
03:00
Speaker 1
No, not that I know of. Yeah, so I have a few. So 50 dog, 10 Master, 29, cat, 36, 65, 3. So I have, let me see. I have two Atlas 6. I have one. All right, one.
04:00
Speaker 2
Okay. All right. Can you confirm to me ma'am what's the serial number of your node please? Okay, thank you. How many a total of Linksys devices do you have?
04:00
Speaker 1
W H W zero thirty, zero thirty one AMV, or what is it? Oh, yeah. W H W model, and then I have a-- a little, what's this thing called? U M, an AC-- thirteen hundred the model number of the, of the extender known? 1 2 3 4. Mhm. Atlas six, two Atlas six.
05:00
Speaker 2
Can you provide to me? What's the model number? Uh, how many Linksys devices again do you have in your home? Four. So you have one WHW03 and you have, what, what, what was the first device that you have there? Is that a MX2?
05:00
Speaker 1
It is an AX3000. It says, MX2000, yeah, sorry. The other one is an AC1300. Oh, WH... W0101P dash dish when
06:00
Speaker 2
MX2000 IM1 WHW03 yes. What what's what's the model number for this? okay so where do you experience disconnection in your devices?
06:00
Speaker 1
Frontwire in location. The model, is the one, one of the MX600. Yes. Yes. Yeah. I did, uh, I did several. Yesterday, like a, turn powered off both devices, powered on the modem first, waited for that to be connected, then powered on my parent node. Um, I even did a reset, like reset or reboot them on my mobile app, where it, turned everything off, re-connected. I've done a few channel optimizations, as well. On my app. I just, it would just kind of check all the channels and organize them. And usually that has helped in, you know, situations where, things in the past I turned off, prioritization. I've done a lot of stuff on that, sure.
07:00
Speaker 2
2000, um, have you tried like doing a reboot for your modem and then the notes if it still the same issue? Okay, okay. Okay. Oh, okay. Which channel already? Yes. Uh-huh. Turn it off. Actually, ma'am, what you have done so far is actually a very good uh troubleshooting. Switch channel uh meaning to say if by chance that you've encountered like slow internet uh that's actually good uh troubleshooting. And then also you turn off prioritization, it's also a good troubleshooting. So the last option that we can do uh we actually do have uh two options um three options here. Um number one is we can actually try to check the settings of your wireless connection if by chance that the security mode needs to be changed. Second option is we can try to reset your system. However, if you're going to reset the system, we need to reconfigure back your whole uh whole system so that you'll have any [silence]
08:00
Speaker 1
Okay. They're called Emerald broadband. It's a cyber network. One detail that one detail I think I should mention is that I did notice that my on the network or on the wireless options, there is a belpett set up for some reason. network. Like if on my phone, when my phone is searching for wireless connections. Here, let me put you on speaker.
10:00
Speaker 2
internet, because temporarily you will not have an internet. The third option is to swap nodes. That's what we can do. But in your case right now, let me create first a record before we proceed. Who's your internet service provider? All right. Broadband. If anyone. Wait up. And wait on. Sorry, go ahead. I'm sorry. All right.
10:00
Speaker 1
if I can look at my phone. Okay, so if I look on my wireless networks, there is a network that says, develop thought that I set up that. 7CD. Um, I don't think so. Yeah, no, because I know that that caused me to have to to set up the it. Yeah. Wi-Fi, okay.
11:00
Speaker 2
There is an, [silence] additional wifi name [silence] showing there. [silence] Did you try to [silence] hit the reset button of one of your [silence] nodes? [silence] Okay. [silence] Is your [silence] WiFi name showing [silence] in the wireless setting or in the wireless? [silence] Okay. [silence] So, if by chance you [silence] if by chance you [silence] um [silence]
11:00
Speaker 1
Oh, okay, it was probably the the guest. Maybe trying to fix the internet. They might have pressed reset. Okay. Okay. Yeah, Jessica Fernandez.
12:00
Speaker 2
I'm sorry. If by chance, ma'am, you've never reset one of your nodes, so it might be that node is from your neighbor's node. Some of those. Every time you are going to reset your child node or your node, there will be an indicated default wifi name and wifi password indicated each of your node. So if you're going to reset your one of your child node, it will be back to its factory default. It will show there Vellbus setup or Vellbus velup setup. There is an indicated serial number for that. Uh-huh. Okay. Um, let me create a record for you first in the system, ma'am. What is your first name and last name?
12:00
Speaker 1
01 j, E, s, a, b, E, l at gmail.com? yes.
13:00
Speaker 2
How about email address? Okay. So, I'm gonna create first a record, ma'am. Can you give me just three minutes? [silence] almost done pick out device in the to Ms. Jessica, by
13:00
Speaker 1
OK. all right, what is the. it it's it's connected now. mm-hm. OK, I guess So why am I getting a warning when I try to access mm-hm mm-hm
15:00
Speaker 2
Yeah. Um, try, uh, you're already connected to the link's Wi-Fi, correct? okay, perfect. Um, all right, so, can you try to open a browser, ma'am, and, uh, put there in the URL box the default IP address, 192.168 dot 1 dot 1? Okay, you can try to bypass that. Can continue or advance. Okay,
15:00
Speaker 1
okay, do don't your connection is not private and then proceed. Okay, continue link this access router. And... Yeah, I'm just logging in. Yes. Yes.
16:00
Speaker 2
Are you already in the link to Linksys Smart Wi-Fi? Hold on, ma'am. If you're going to log in, by the way, you need to log in only to the link test. Um the router access, like putting the router password? I just uh email and password, by the way, is no longer available, because we've remove or removed our... asking for usernames.
16:00
Speaker 1
Okay. Yeah, I'm logged in with the router password. Okay. Yes, it says WPA2 personal. [silence] Yeah. Yeah. [silence]
17:00
Speaker 2
I need you to ready the remote access. You can only log in using the router password. You login in the login with router password. Okay, that's perfect. Now, in the left corner, ma'am, you will see an option there, Wi-Fi settings. Right, so, in the Wi-Fi settings, you will be able to see there, your Wi-Fi name, Wi-Fi password. Do you see the security mode? Okay, all right, WPA2 personal. Can you try, ma'am, to click the security mode and then click there. If you see an option, WPA2, WPA3 mix personal. Do you see there? When you try to select that. Okay. So, from from security mode, WPA2, you [silence]
17:00
Speaker 1
Okay. Do I apply the changes? You're updating Wi-Fi settings. Will changing settings will disconnect all devices including this one and from the router. Simply reconnect using the new wireless settings. Shown. And then, okay. Looks like my network, my password. Oh, yeah. Now they're deploying changes. [silence]
18:00
Speaker 2
are you going to switch it to WPA2/WPA3 mixed personal all right yes please apply and then okay [silence]
18:00
Speaker 1
Okay. Okay, it looks like I'm connected on my phone, on my computer. Wait. It disconnected from my phone just now.
19:00
Speaker 2
all right so can you try Mel to check if you have internet or Wi-Fi or it still kicks you out yeah other devices also yeah [silence] Other devices
19:00
Speaker 1
The computer looks fine. [silence] Just looking around at my notes. The lights are blue. [silence] Weird, because it says my phone is connected, like on the app. But my phone is showing like 5G, like it's not connected to wireless. And it's strange, too, that I can access the app when my phone is also not connected. And it lets me do all of the, all of the. Yeah.
20:00
Speaker 2
Ah, okay. uh, Is your cellular data Mel turned on? Yes. So if that's the case, you will really be able to access it because you're using your cellular data. You need to turn off your cellular data so that you can uh, try to connect your phone to the Wi-Fi.
21:00
Speaker 1
Okay, I can turn it off but I'm nervous that, that I see that it'll disconnect us.
22:00
Speaker 2
If both of them are turned on, the cellular data and the Wi-Fi, your phone is having an issue reconnecting to which network? [silence] It's okay. I can always call you back. I have your number here. Is this correct? 503 347 0940. [silence] No, not a problem.
22:00
Speaker 1
Yeah, it's still loading to connect. is still my phone is still loading to connect even with the cellular data turned off. Okay. Gotcha.
23:00
Speaker 2
how was it Matt? are you able to connect? it's loading. okay. how about this? uh, I'll try to process a call back for you because, uh, it might be that your phone needs to, uh, have a refresh. like you need to close all applications and try to connect back. Does that be okay? And then I'll just give you five minutes and a call back will be processed after that. So I can document also what we have done so far. And while, uh, you're still waiting for my call back, uh, you can try also to browse any, any, uh, apps that requires internet just to make sure that you have a stable network. Is that okay with you? All right. You can also check, mom, your other devices as well if it will uh, stay connected to your network. Okay? Cause I'm just gonna go grab also water here. Hear? Alright, I'll call you back. Alright, thank you, ma'am. Have a nice day.
24:00