V2 Rubric Detail — 94bbb7aa-69a5-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 17:05
Duration
39m 10s
Contact
Samuel Be Carvalo
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133628
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Devices wont connect properly

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication1.25/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall41.0% (-15.0)

V2 Grader Summary

The agent demonstrated ownership and used the router interface appropriately but provided materially incorrect technical guidance by recommending invalid 2.4 GHz channels. Troubleshooting was incomplete, communication lacked empathy and adaptation, and no resolution was confirmed — leaving the customer to test changes independently.

V1 Case Analysis

Customer reported multi-device WiFi connectivity issues. Agent reset WiFi password via recovery key, confirmed firmware was current, changed DNS to 8.8.4.4, and incorrectly set 2.4 GHz channel to 40 (invalid). No verification of fix. Advised customer to monitor for 24 hours and call back if issues persist.

Troubleshooting Steps
  • Guided WiFi password reset using recovery key
  • Verified firmware was up-to-date
  • Changed static DNS to 8.8.4.4
  • Adjusted 2.4 GHz and 5 GHz WiFi channels (with errors)
Key Observations
  • Agent recommended invalid 2.4 GHz channel 40 (valid channels: 1, 6, 11, or auto per KB)
  • No verification that devices successfully reconnected after applying changes
  • Used incorrect access URL (192.168.1.1) for SPNM6 series instead of recommended myrouter.info
  • Long periods of silence and repeated requests for basic information reduced efficiency
  • No warranty status confirmation or case/ticket number created despite being applicable
Positive Highlights
  • Successfully guided customer through WiFi password reset using recovery key
  • Verified firmware was up-to-date before making changes
  • Collected complete customer contact information and serial number accurately
Agent Errors / Gaps
  • Provided incorrect 2.4 GHz Wi-Fi channel guidance (40 is invalid)
  • Failed to verify device connectivity after applying settings
  • Used non-recommended access URL (192.168.1.1) for SPNM6 series
  • Did not confirm or document product model despite identifying from serial
  • Did not create a case/ticket number or check warranty status
  • Suggested changing 5 GHz channel to 44 (DFS channel that may cause drops)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ended call with 'observe for 24 hours and call back if issue persists' — no confirmation of resolution or working devices.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent changed DNS and Wi-Fi channels but skipped foundational steps like power cycling, checking wired vs wireless performance, or verifying ISP connectivity.
R3 Partially Met Correct resolution path conf 85%
Agent pursued configuration changes and suggested a parent-node swap, but did not assess device load, firmware correctness, or hardware limitations of SPNM6 system under multiple high-bandwidth devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent confirmed firmware version and identified affected devices, but failed to ask about recent changes, ISP status, or whether issues occur on wired connections.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly directed customer to access router via 192.168.1.1 and modify DNS and channel settings — appropriate use of admin interface for configuration troubleshooting.
T3 Not Met No misinformation conf 98%
Agent instructed to set 2.4 GHz channel to '40 or 44' — invalid channels for 2.4 GHz band (valid: 1, 6, 11); this could worsen interference and violates KB guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic flow but had long silences, abrupt transitions, and failed to frame the overall troubleshooting plan or manage expectations clearly.
C2 Not Met Confirmed understanding conf 90%
Agent used repetitive 'sir' without checking understanding, provided no plain-language explanations, and did not adapt to customer's confusion or interruptions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, performed multiple configuration changes, and did not transfer — demonstrated ownership throughout.
O2 Met Proactive follow-through conf 95%
Agent set clear next step: monitor for 24 hours and call back if unresolved — realistic timeline with defined action.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was clearly warranted at this stage.
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 95%
Agent showed no empathy, failed to acknowledge customer frustration with multiple failing devices, and remained transactional.
X2 Not Met Tone & rapport conf 95%
Agent used rigid, scripted tone, ignored customer's 'cutting out' feedback, and did not adjust pace or confirm comprehension.
X3 Not Met Overall experience conf 95%
Customer had to repeat information, manually re-enter router settings, and experienced repeated disconnections during troubleshooting — agent did not streamline or reduce effort.
Call Transcript46 turns · 54 lines
Speaker 1
Hi, I'm having some connection issues with my router and I'm hoping you might be able to give me some steps to fix it. What was that, sorry? Uh, not sure. Let me look, sorry. Yeah, I can do that.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi. Thank you for calling Linksys. This is G. How can I help you today? Hmm. Okay. Yeah. Yes, sir. Let me do my best to help you with that. Um, I know who is your internet provider, sir. Your internet provider, sir. I know who is your internet provider. [yes] Yes, that's okay, sir. Or perhaps can you provide me the serial number of your Linksys sir, please?
00:00
Speaker 1
uh serial number is five five V for victor 510 M for Motel 26 F Foxtrot 01010 Yep, that sounds right. Uh, there should be two thereof 'd be one and then a child's one that's connected to it.
01:00
Speaker 2
okay got it let me just double check on the exact unit sir just give me a couple of seconds thank you so oh okay you have an SP and a max 65 bundled from GigaClear okay how many notes do you have sir two notes okay and uh the concern about this road uh this notes again sir what is the concern
01:00
Speaker 1
Devices aren't connecting to it properly. My phone can't connect to it even when I connect to the internet and then log in with the password. My phone gets some internet connection. Um, my my PlayStation won't connect properly to the internet even though it's connected and the password's correct. Um, and then I have two, um, VR headsets and only one of them can be on the network at a time. Um, it's gotten worse, I think. I think it started with my phone and I only just bought the PlayStation, but it's gotten worse. [silence]
02:00
Speaker 2
uh huh okay okay so this was working fine before sure right uh-hun uh-hun uh-hun I see
02:00
Speaker 1
[silence] Could you repeat that for me sorry? Okay.
03:00
Speaker 2
Okay, so we just need to check on a few settings, sir, on this unit. And if everything is okay, then I believe, sir, the next thing that we need to do is to reconfigure your whole system. Like, or much better, sir, if you will change your parent node, use your child node, sir, as a new parent node. Yes, yes, sir. We will check on some settings on your parent node, on your nodes. If all settings are correct, sir, and you have that same issues or the same concern, then the next thing that we will do, sir, is to reset or change your parent node into a different node. By the way, sir, let me just inform you and let me just set your expectation, sir, that this device or this our
03:00
Speaker 1
Okay. My phone number is 07-914-569-303. My name's Sam DeCavallo. The network will be under Spencer Martin.
04:00
Speaker 2
you have your phone number just in case we get disconnected [silence] Okay. So how about your first and last name? I'm sorry, can you spell them?
04:00
Speaker 1
My name's um the谷リアVALH for hotel Oh. Hello. Hello, can you hear me? I'm sorry, uh de Valley h for hotel. Oh.
05:00
Speaker 2
That one for my teeth.
05:00
Speaker 1
Unusual one. Apologies. Mine is Samuel, S-a-m-U-e-L. Oscar . S-D, Sierra, Delta at gmail.com. This is, this is my personal. Do you need the stuff that's registered under? Okay. Just to get. Okay, it sounds good. Uh, I don't have it on my phone. It's on Spencer's phone. He's working right now. Do you need me to pull it up?
06:00
Speaker 2
Yes, yes sir. I mean. I mean. I mean. How about your email address? Sir. Sir. At gmail.com. Okay, thank you. [silence] Um, no need sir. This is just for us to create a ticket for you here for you for the records here. Yes. Yes sir. Okay, so two notes, three number. Okay, so uh, do you have the app on your phone sir? No, no need sir. Do you have an iPad or maybe a laptop that we can.
06:00
Speaker 1
Yeah, I have a PC. Uh, through the ethernet, so wired. Yep. Yep. Yep. Yep. [silence] Yep. Yep. And enter, alright.
07:00
Speaker 2
Okay. Is this PC connected via here or Wi-Fi to your nodes? It's wired. Wired directly to the Linxis? Okay. So please open a browser. Okay. On the address bar, sir. Kindly type this numbers. 192.168.1.1 and enter. The page that you're about to see, sir is the Linxis page asking for you to continue and link your smart phone. Are you there, sir.
07:00
Speaker 1
Yeah, sorry, it's looking for me to download the app, but it has a continue to link smart WI� FI, browser. All right, Yep. Yeah, Zach, let me just sign in. I hope the password he gave me is right. Let's see. Yeah, I botched it a couple of times. Let's see, could be worse. Sounds good.
08:00
Speaker 2
Confirm or access. Criteria. Yes. Yes sir. Okay. So yes let's go ahead and sign. Sign answer. Let me know if it's not okay? Please if it's invalid sir there's an option for you to reset password. You don't have to worry because that will not reset your Wi-Fi.
08:00
Speaker 1
No, it didn't like that. Access locked. That was a password. Recovery key from any of your nodes. Where do I find that then? Underneath the node. Let's have a look. Oh, yeah, I got it. Okay. Hold on. I need to ask him if he's got a password preference. The one he gave me didn't work. [silence]
09:00
Speaker 2
okay if that's your case your reset password yeah there's a reset password option below that will only be on the parents notes sir yeah underneath the parents now
09:00
Speaker 1
Okay, I'm back. Sorry about that. Let's see. Okay. [silence] Okay, I've reset the password, I've loaded in. All right, I'm on the main page. On the Smart Wi Fi tools. Okay, Hello, can you hear me? Ugh, I'm on the the main page now, the smart wifi. I've logged in. Mm-hmm. Uh connected. yeah. Yeah, it says no updates today. I can check for updates as well.
11:00
Speaker 2
Yes? Yes, sir. Okay. Okay so first things first, we need to check if the firmware is thatated. So go to connectivity, sir. Okay and stay on basic. Lower right, you have there details okay can
13:00
Speaker 1
Yes, they're both the same version. Same model. [silence]
14:00
Speaker 2
Yeah. Uh, can you, uh, can you provide me the version sir? Yeah, it seems that this is the most updated version. Okay. Uh, let me confirm. And you have two notes to write so with the same version. Okay. So for malware version. I'm not so sure if this is the most updated one sir, since we don't have any visibility with this with this unit. Anyway, some other settings.
14:00
Speaker 1
The Wi-Fi. Wireless. Roll Wi-Fi. Okay. [silence]
15:00
Speaker 2
00:00:6:174 all right. [ silence] 00:15:764 okay, sir, those wirelessly connected. Uh, sorry, those devices, sir, that you mentioned that is uh, frequently disconnecting, are those Wi-Fi or wireless connected or Oh, even on wired? All Wi-Fi. Okay, uh, we will do modify. Yes, sir. We will try to modify some settings, sir. Uh, this will help your device to have a stable connection. And in the case that after, uh, maybe in a few hours or maybe 24 hours and it's still the same. We uh, then, I will advise for you to uh do a reset and reconfigure. Okay, so for now,
15:00
Speaker 1
I know the basic connectivity. Yep. Yep. Yep. Role 0 all right, yep.
16:00
Speaker 2
yes Sir we will do some troubleshooting first, uh, tap on the OK button. I'm sorry, your cellular connectivity, right? Okay. Can you please go to uh local network? Okay. Under local network sir, can you go to the right side? You have there a static DNS. Okay. Okay. So, I believe all of all of those boxes are on zeros, right? All zeroes. Okay. Can you change the first um four uh static DNS one server?
16:00
Speaker 1
Yep. They're all eight on the DNS one. Eight four four. Yep. And apply. All right, I've applied that.
17:00
Speaker 2
Got my on my dyer. Okay, and let me know if you're if you encounter some their message again.
17:00
Speaker 1
says router not found I'm not connected to my router. uh it it's it's waiting it's loading up. I'm connected to the house for Wi-Fi on me tonight it's loading right now waiting it's may be good all right well I went through I think.
18:00
Speaker 2
Okay, that's a case. Here that's because we just did some changes. Don't kindly go back to the um, Wi-Fi settings on your house. Yes, make sure that you're connected to your um house Wi-Fi network. Here or link his Wi-Fi network. Uh-huh. Okay. so, do you still have that error message?
18:00
Speaker 1
All right. I'm back on the main page. Uh on the connectivity local network. Sorry, you might be breaking up for me. I can't hear you very well. Uh, I can hear you now. Yep. Uh, we're on local networking connectivity. Yeah.
19:00
Speaker 2
He might be breaking up. Yeah, can you hear me? Okay. Okay. Thank you. Okay. Are we back on the page, sir? Okay. Kindly tap on Okay, sir, on connectivity. And that's...
19:00
Speaker 1
Yeah. Yep. I'm back on it. Yeah, it's a little booted up. Yep.
20:00
Speaker 2
Yes. Scroll down here, all the way to the bottom of the page. Kindly look for the CA, Charlie Alpha. Okay. Press on uh C-A and give it a time to boot up. Let me know if you're back on the page, sir. Okay. So, okay. So, let's go to Wi-Fi settings, sir. Okay. Wi-Fi settings. That's on the left.
20:00
Speaker 1
yep the 2.4 and the 5 gigahertz yep [silence]
21:00
Speaker 2
嗯 um
21:00
Speaker 1
Uh, yeah. Yeah, I've got the two and a 2.4 gigahertz band and the five gigahertz band in wireless.
22:00
Speaker 2
Yes, sir, that's every time we do some changes. Sorry, sir. So, you're under Wi-Fi settings, right? Okay. Look for channel, sir. Channel. Okay. So, for the 2.4 GHz, sir.
22:00
Speaker 1
Yep. I've done that. Uh, to what number? Four, zero, cool, yep. Yep. We've done that. Let me just check that it's okay to disconnect devices for everybody else in the house real quick, sorry.
23:00
Speaker 2
Okay, so change the channel for 2.4, do the same thing sort on the five gigahertz. I will suggest number 40 or 44. Okay, then just click on the applier.
23:00
Speaker 1
okay I'll go update the Wi-Fi settings now [silence] line changes [silence] All right, looks like it worked. I'm back on the wireless, Wi-Fi settings page. I did apply and it looks like it applied. I can do okay now. I'm just gonna head, okay, see what happens.
24:00
Speaker 2
Okay. And yeah, tapping, okay, I'm sorry. Tap to apply sir. Oh, it's I switched just change okay. [silence]
25:00
Speaker 1
Looks like it worked. It's saved. [ silence ] Have we got our connection bank? Okay. All right. Yep. So I applied the channel change. [silence] Just checking in if we're still connected. I was just checking in if we're connected still. Second Letter: No, no worries. [silence] Hello. Okay. Sorry, you're cutting out for me. I can't hear you. Okay, done. Yep. mhm. Okay, sounds good. Perfect. Thank you very much. Okay. Perfect, thank you. Bye bye.
26:00
Speaker 2
Oh, yes, sorry for that, sir. We already did all the possible troubleshooting that we can that we need. Yes. So, sir, I will have to observe, sir, the connection within 24 hours. If same thing happens, sir, please do give us a call so that we can do further troubleshooting. Okay. You're welcome, sir. And you can call us back to provide us your email address so we can pull up your records. Have a good day. Stay safe. Bye-bye, sir. [silence]
38:00