V2 Rubric Detail — 94b75086-770e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 18:39
Duration
7m 32s
Contact
DAVID KINGSBURI
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
#TE00135544
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E8450_2.4GHz stopped broadcasting

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall67.2% (+23.2)

V2 Grader Summary

The agent performed partial troubleshooting—unchecking mesh, setting 20 MHz width, and checking guest access—but did not resolve the missing 2.4 GHz broadcast. They set expectations about possible hardware failure and arranged a callback, showing ownership and continuity. Technical guidance was accurate, though the diagnostic depth and communication clarity were limited.

V1 Case Analysis

Customer unable to see 2.4 GHz SSID on Velop mesh system. Agent advised disabling mesh parent mode to expose 2.4 GHz settings and set channel width to 20 MHz. Customer could not access router UI due to login issues. Call ended abruptly; callback scheduled without confirmation of fix.

Troubleshooting Steps
  • Guided customer to uncheck mesh parent mode to expose 2.4 GHz settings (KB-aligned for some Velop models).
  • Instructed to set 2.4 GHz channel width to 20 MHz (KB-aligned for congestion/compatibility).
  • Suggested using another device to isolate the issue (valid diagnostic step).
Key Observations
  • Agent did not verify whether the customer could log into the router web UI or retrieve the admin password, which was a critical blocker for the steps provided.
  • No product model number was collected, which is required for accurate mesh-specific troubleshooting (KB references: universal_legacy_device_wifi.md, spnmx56_family.md).
  • Serial number '00808' was mentioned but not fully captured or verified.
  • Call ended abruptly due to poor line quality without confirming whether the 2.4 GHz network was visible or functional.
  • No concrete follow-up timeframe was set; only a vague promise to 'process a callback'.
  • Agent assumed the customer could access the web interface without confirming the access URL or login method (KB: linksys_now_wifi_settings.md, universal_legacy_device_wifi.md).
Positive Highlights
  • Correctly identified that disabling mesh parent mode may expose hidden 2.4 GHz settings on some Velop models (KB: linksys_now_wifi_settings.md).
  • Recommended setting 2.4 GHz channel width to 20 MHz, which aligns with KB guidance for congestion and legacy device compatibility (KB: universal_band_interference.md, universal_legacy_device_wifi.md).
  • Suggested using another device to isolate the issue, a valid diagnostic step [02:00].
  • Acknowledged poor call quality and apologized for the inconvenience [06:00].
Agent Errors / Gaps
  • Did not ask for or verify router admin credentials before directing the customer to settings, rendering the troubleshooting steps unusable [03:00–04:00].
  • Failed to collect product model number, a required field for mesh troubleshooting (KB: universal_legacy_device_wifi.md).
  • Ended the call without confirming whether the 2.4 GHz network was now visible or functional [06:00].
  • Did not set a concrete follow-up timeframe; only said a callback would be processed [06:00].
  • Assumed the customer could access the web interface without confirming the access URL (KB: 192.168.1.1 or myrouter.local) or login method.
  • Provided troubleshooting steps that depend on web UI access without first validating that access was possible.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never got the 2.4 GHz band to broadcast and ended the call without a fix.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent walked through unchecking mesh, changing channel width to 20 MHz, and checking guest network, but did not complete a full diagnostic (e.g., power‑cycle, firmware verification).
R3 Met Correct resolution path conf 90%
Agent set the expectation that if 2.4 GHz still does not broadcast it may be a hardware issue and offered a callback.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (2.4 GHz not visible) and suggested steps, but asked few probing questions to isolate root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent guided the customer through the router’s web UI (a tool) to change settings, which is appropriate for this issue.
T3 Met No misinformation conf 93%
Agent correctly stated that 20 MHz is the standard width for 2.4 GHz and that disabling mesh reveals channel options.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent provided instructions but the call had several pauses, unclear transitions, and was ultimately dropped due to line quality.
C2 Partially Met Confirmed understanding conf 78%
Agent used technical language and did not fully simplify for the customer; however, no jargon was left unexplained.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent stayed on the call, did not transfer, and took responsibility for next steps (callback).
O2 Met Proactive follow-through conf 90%
Agent said, 'I'll end the call and process your call back,' giving a clear next‑step.
O3 Met Closure confirmation conf 92%
Agent referenced prior interactions ('last time') and the specific model number, showing continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized repeatedly: 'I really apologize for the inconvenience.'
X2 Met Tone & rapport conf 85%
Agent remained calm, responded to the customer's confusion, and kept the dialogue moving.
X3 Partially Met Overall experience conf 80%
Agent required the customer to navigate the UI and repeat steps, but avoided unnecessary repeats of known information.
Call Transcript10 turns · 12 lines
Speaker 2
[silence]
00:00
Speaker 1
preset that I've tested. Okay, it works and I even like tried other isolation like the same as what we did last time, disabling, enabling, but the advantage is that I was able to change the channel vid because your device by default is a mesh parent. So I disabled the mesh parent. So that's the time that I was able to see the channel vid option. So I did try to use the 2.4 on the 20 MHz channel viz and it works. So I tried to enable the guest access on the 2.4 GHz and the only concern that I encountered last time is I don't really have the latest firmware because it's already not on our website. So I did try to check on our repository, but there's no more firmware and the one that you have on your device is actually the latest as well. Properly do the isolation and I believe you mentioned to me last time that you have another device. Okay. So this is what we can do as our troubleshooting plan. We'll first try to recover your actual device. Okay. And if you're able to trigger then it will broadcast the 2.4. That's good. But if it really doesn't broadcast then it may already be a hardware issue. That's just set your expectations David. Okay. And with your other device we can isolate that and if it broadcasts then that's good. We'll make it as your main router. Okay. Okay. Yes. And you can toggle it to disable it. Okay. And whatever settings were these
01:00
Speaker 2
p. p. Okay. Well, this one is showing up as the easy mesh parent node, it says. Yeah. Huh.
02:00
Speaker 1
set there. it will still be the same, okay? just uncheck the mesh. and then once you uncheck the mesh, then the channel width will show up. yes, uncheck the mesh. this is the same model that we're we're trying to resolve last time, right? ending 00808, correct? thank you. okay. so you're ready to uncheck it, then let's save it first. let's save it first. okay? then okay. then after that, let's okay. it might have expired, okay? for security purposes. so it may take like a few seconds.
03:00
Speaker 2
okay all right so I should uncheck it okay uh yes oh should I go to my uh wireless um and see if I can find the 2.4 no oh yes okay Oh it wants me it wants me to log in hang on a second uh right
03:00
Speaker 1
for it to be saved, okay? Then let's just wait once it's accessed. It expired. Thank you. mm-hmm Yes. the under the Wi-Fi, okay. mm-hmm Okay. yep. yep. And the purpose why I'm doing this is for us to really make sure that we can do isolation first because if this 2.4 gigahertz is not broadcasting with the Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence].
04:00
Speaker 2
yeah, but when I decided to save it, it went to the login page, so I'll do that. Okay, so let me go back to, where do I enter configuration? uh, under the Wi-Fi. uh, basic. Okay. Now I can object it again and see if it'll save this time. But it's a mesh system, so we want to keep that at some point, right?
04:00
Speaker 1
s node that it still defeats the purpose okay because even if you make it as a child node then that 2.4 is still not broadcasting similar as it's disabled something like that okay so we need to make sure that we can enable it back by triggering this things that we're doing right now okay it's okay uh we can isolate on the 2.4 gigahertz yes okay because even though you have a guest network the access points that being used is still the same okay the 2.4 gigahertz so could we uh go to the the guest okay and we can properly check if we're able to uh see it okay [silence]
05:00
Speaker 2
Yeah, I'm not seeing the .2.4 showing up. I'm using my iPhone to check. Should this be on auto for the
05:00
Speaker 1
Yes, because it's auto fallback. But, uh, I tried to do the manual, with my test, it doesn't have any bearing, okay? And also the channel width, uh, the purpose of making it 20 megahertz is just to ensure the proper connectivity for 2.4 gigahertz. 'Cause we can make it 40, but 20 is the standard, okay? So we already did started changing it to 20 megahertz, but it failed the same. Uh, hello. Hello, David. Uh, our line is not good suddenly. You sounded like a robot. Hello, David. Hello. Sorry, I didn't get that because, uh, the call quality is not good. If you hear me right now, let me process call back so that our line will be refreshed. [silence] Let's give it a minute and then redirect the call again. [silence] And question do this manually or through your router settings? [silence] I really apologize for the inconvenience. Okay? If you hear me right now, I'll end the call and process your call back. Okay? Hello, David.
06:00