V2 Rubric Detail — 916095d2-71c3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-27 01:00
Duration
13m 41s
Contact
Dean Lowry
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00135033
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Device Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall63.3% (+7.3)

V2 Grader Summary

The agent stabilized the node's LED to steady green and declared resolution, but failed to verify actual Wi-Fi functionality, password accuracy, or internet connectivity using the router interface. While ownership and basic communication were maintained, the resolution was based on incomplete verification, making it a partial rather than successful resolution.

V1 Case Analysis

Customer asked about Wi‑Fi name/password per band; agent checked Wi‑Fi name on phone, monitored node LED status, and declared Wi‑Fi restored.

Troubleshooting Steps
  • Asked customer to check the Wi‑Fi name (SSID) on their phone.
  • Monitored node LED colors (blue, red, yellow, green) and instructed waiting periods.
  • Guided customer to reposition the node and wait for a steady green light.
Key Observations
  • Agent never collected product model, serial number, or warranty information.
  • No definitive confirmation that the customer's devices could connect after the steps.
  • Agent mentioned the session was paid but did not provide a case number as promised.
Positive Highlights
  • Maintained a calm and patient tone throughout the call.
  • Provided clear, step‑by‑step instructions for checking LED status and waiting periods.
  • Offered to provide a case number and explained the paid‑session policy.
Agent Errors / Gaps
  • Missing required product and warranty data collection (protocol).
  • Did not verify actual device connectivity after declaring Wi‑Fi restored.
  • Did not directly address the customer's question about per‑band SSID configuration.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent claims 'Wi-Fi is already restored' and 'everything's already restored' but provides no verification (e.g., device connection test, router login, internet access check); customer never confirms actual internet connectivity.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent checks phone Wi-Fi name and LED status but skips core troubleshooting: does not verify password accuracy, router admin access, or internet connectivity; relies only on LED color as proxy for resolution.
R3 Partially Met Correct resolution path conf 80%
Agent follows a basic LED-based path but does not confirm product type (Cognitive vs Intelligent Mesh), fails to use router UI to validate settings, and closes without verifying actual network functionality beyond LED state.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identifies symptom (LED color changes) and asks about screen and light status, but does not determine root cause (e.g., failed password save, firmware issue, backhaul failure); stops at surface-level observation.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent uses phone Wi-Fi scan and LED observation appropriately, but fails to use the router web interface (http://192.168.1.1 or http://myrouter.info) to verify SSID/password settings or node status — a key tool available and necessary for full diagnosis.
T3 Met No misinformation conf 95%
All instructions given (check Wi-Fi name on phone, wait for steady green LED) are technically accurate and consistent with KB guidance for mesh node status verification.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent gives step-by-step instructions but lacks initial framing, has multiple unexplained silences, and does not confirm understanding — call feels reactive rather than guided.
C2 Met Confirmed understanding conf 90%
Agent uses plain language, avoids jargon, and repeats instructions clearly; customer is able to follow and report back accurately.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remains on the call, does not transfer, and follows through until LED stabilizes — demonstrates ownership of the interaction.
O2 Partially Met Proactive follow-through conf 75%
Agent gives time-based actions ('wait 30 seconds') but does not specify a clear final verification step (e.g., 'connect a device and test internet'); next steps are incomplete.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred — this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent thanks customer for patience but does not acknowledge frustration, confusion, or the repeated LED instability; empathy is present but generic.
X2 Partially Met Tone & rapport conf 75%
Agent maintains a calm tone and pacing, but does not adapt to customer's repeated status updates or apparent uncertainty; misses opportunities to confirm comprehension.
X3 Partially Met Overall experience conf 70%
Agent avoids unnecessary steps but customer repeats LED status multiple times due to instability, indicating unresolved friction; agent could have consolidated observations or provided clearer thresholds.
Call Transcript16 turns · 19 lines
Speaker 1
This is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, this is Belle from Linksys Technical Support giving a call back. Apologies, the call got disconnected. Thank you for answering the call. Oh yeah, they should be just the same Wi-Fi name and password. So you will only have one Wi-Fi name. Yeah. You click a fly after. Yes.
00:00
Speaker 2
Hi, all right, it's all right. Uh, so do I have to do each one? Does each band? Yeah, okay. Yeah, that's true. Yeah, okay. Apply after, yeah, after I put each one in. [silence] [KEEP_UNCERTAIN] Okay, I hit applied and everything. And asking you the other questions, you want to change? Yes, I answered yes. So I was doing -- the way --
00:00
Speaker 1
What does What does it say on the screen? Is it say waiting? OK, you use your phone, go to your settings and go to WiFi. Just check if the Wi-Fi name that you've recently entered on the Wi-Fi settings. Let me know if it's visible. OK. If you saw it on the Wi-Fi of your phone, you try to connect using the password you've also entered on the Wi-Fi settings. Are you connected?
04:00
Speaker 2
Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah.
04:00
Speaker 1
Okay, may I know if both nodes are on the same green light still? Okay. [silence]
05:00
Speaker 2
okay it's plugged in but it's still It was blinking blue, but it's... It's blinking red quite a while now.
06:00
Speaker 1
Okay, green. Uh, wait for 30 seconds and let me know if it's still green after 30 seconds. um, let me know if it goes back to green again. Okay. Wait for another 20 seconds and let me know if it's stable after 20 seconds.
09:00
Speaker 2
Oh, there it goes. Green. Actually, it's kind of like a, oh, there it goes. It now goes back to red. It went back to green.
09:00
Speaker 1
okay, that should be all good now. um is it now like a steady stable green light? how far is this from the first node? how many feet?
10:00
Speaker 2
It went to yellow and then it's off back to yellow blinking back to green. Oh, No it went back to yellow. I would say feet wise. Um,
10:00
Speaker 1
[silence]
11:00
Speaker 2
30 feet 30 40 feet zoom out still yellow ... Move it again. Oh wait, I'm sorry it went back to green.
11:00
Speaker 1
you it blinking. Okay, steady green. Now, um, what we're going to do is to wait for another 30 seconds. Let me know if it's steady green. Okay, very good. So, that's um already good for now. So, um, it's already 100% connected. Um, everything's already restored. You can connect other devices to the wi-fi again.
12:00
Speaker 2
Yeah. nope. Still green. [silence] Still green.
12:00
Speaker 1
Wi-Fi is already restored. Okay. We're all good. Thank you so much for your time and for your patience. So since this is a paid session, another session would require another payment. Would you like to have your case number? I'll show your- No worries. I'll immediately give it to you. All right. Thank you once again. All right. You're welcome. Bye-bye.
13:00
Speaker 2
All right, thank you. Thanks. I'm so sorry, I'll never touch that again. No, I'm good. You can just email it to me. Okay. All right, thank you. Bye bye.
13:00