V2 Rubric Detail — 9653eb4e-6ff6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 18:00
Duration
35m 5s
Contact
Pripesh Patel
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
—
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall86.1% (+30.1)

V2 Grader Summary

The agent resolved the issue by correctly diagnosing a missing 2.4 GHz SSID and adjusting router settings via http://192.168.1.1. The technical execution was accurate and complete. However, communication was hindered by disfluency and a lack of empathetic acknowledgment, though not to the point of failure. Customer effort was moderately reduced, with some repetition required. No escalation was needed or performed.

V1 Case Analysis

Customer reported 2.4 GHz SSID not visible, preventing Tapo cameras from connecting. Agent guided via 192.168.1.1 to rename 2.4 GHz SSID (added '2.4' suffix) and change channel to 11. After reboot, 2.4 GHz network appeared, and cameras reconnected. Incorrect support.net URL provided; no model/serial/warranty collected.

Troubleshooting Steps
  • Guided customer to access router UI at 192.168.1.1
  • Renamed 2.4 GHz SSID to include '2.4' suffix
  • Changed 2.4 GHz channel from Auto to 11
  • Verified 2.4 GHz network visibility on client devices
  • Confirmed camera reconnection and functionality
Key Observations
  • Agent correctly identified and resolved the 2.4 GHz SSID visibility issue by renaming the SSID and changing the channel to 11 (KB-aligned best practice).
  • Provided incorrect support URL (support.net) instead of support.linksys.com (KB contradiction).
  • Omitted protocol steps: no model/serial/warranty collection despite troubleshooting a specific device.
  • Instructions were occasionally unclear (e.g., 'CA' button reference), but core technical steps were correct per adjacent_smart_home_iot.md and adjacent_wifi_coverage.md.
  • Did not verify ISP/modem status, but issue was isolated to 2.4 GHz band configuration.
Positive Highlights
  • Correctly diagnosed 2.4 GHz SSID visibility as root cause (aligned with adjacent_smart_home_iot.md).
  • Renamed 2.4 GHz SSID for clarity (KB-aligned best practice).
  • Changed channel to 11 (valid interference mitigation per adjacent_wifi_coverage.md).
  • Achieved confirmed resolution: cameras reconnected and functional.
Agent Errors / Gaps
  • Incorrect support URL provided (support.net) [34:00].
  • Missing protocol steps: no model/serial/warranty collection.
  • Unclear terminology (e.g., 'CA' button) caused customer confusion.
  • Did not confirm customer access to router admin password before UI steps.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'both of um are connected now' and 'no problem' after configuration changes.
R2 Met Diagnostic thoroughness conf 96%
Agent used router UI to inspect and modify SSID, password, and channel settings — logical, targeted troubleshooting steps.
R3 Met Correct resolution path conf 95%
Correctly pursued configuration fix for IoT connectivity issue rather than misapplying warranty or RMA path.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Identified symptom (cameras offline, 2.4 GHz not visible), asked about device types and network setup, and focused on router settings.
T2 Met Appropriate tools / resources used conf 95%
Used http://192.168.1.1 to access router settings — the correct tool for diagnosing and fixing SSID/band issues.
T3 Met No misinformation conf 96%
Accurate guidance: rename 2.4 GHz SSID, change password, set channel 11 — all aligned with KB practices.
Communication
C1 Partially Met Clear & professional language conf 90%
Frequent filler words ('um', 'like'), unclear transitions ('we're going's to um like check'), and disorganized phrasing disrupted flow.
C2 Partially Met Confirmed understanding conf 88%
Used vague language and did not consistently confirm understanding; adapted slightly but lacked clarity checks.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and completed the resolution without deflection.
O2 Met Proactive follow-through conf 95%
Clearly stated record was updated and invited future contact — appropriate closure and next steps.
O3 Met Closure confirmation conf 96%
Referenced prior call and used existing customer record, avoiding redundant questioning.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent acknowledged repeat contact but did not express empathy for frustration or inconvenience; tone remained transactional.
X2 Partially Met Tone & rapport conf 87%
Maintained engagement and adapted slightly by simplifying steps, though tone remained procedural and lacked warmth.
X3 Partially Met Overall experience conf 89%
Customer repeated steps (e.g., toggling Wi-Fi, re-entering passwords), but agent guided through necessary actions without unnecessary holds.
Call Transcript62 turns · 64 lines
Speaker 1
Hi, my name is Yesh. Yeah, I'm regarding call about like my house cameras are again off. Yeah. Yeah. No, no, no, Uh, you know on this month 11th high, 11th date of the 11th, I already called regarding this the same problem. Uh, it's worked for two days then after I'm I'm on I'm on I'm on a holiday. I just
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling Linksys. This is Scott. Can I help you? How are you? Can I help you today? Your cameras are offline. Okay, so before we continue, have you called Linksys before or this is the first time? Yeah, before we've talked before.
00:00
Speaker 1
now came yesterday night and from since today morning I look out that it's it's already offline before like one or two weeks ago but I am on holiday so I can't do anything. I'm I'm not in the country. yeah it's 07 double 8 94 double 9 807 yeah that's correct.
01:00
Speaker 2
All right. All right. Can I have your phone? Okay. Can I have your phone number, sir? Um, let me just pull up your record. Okay, let me just pull up your record. [silence] Right so I was able to pull up a record here. It's under Prav Patel. And then your um, email is Yashprabheshp909@Gmail.com. And your internet service provider is. uh Community Fiber. And your links is Wired.
01:00
Speaker 1
Yeah. [silence] Yeah, and probably deeper. [silence] So, two cameras of TAPU. [silence] Temple, Temple and Berber, tap or whatever, you know. [silence] And two is I am all you are. [silence] Yeah, I have. [silence] Yeah.
02:00
Speaker 2
PNMX 507 correct and and you only have one note only this router by the way sir um aside from the camera what's the brand of this camera sir [silence] okay and aside from this um wireless cameras they have other wireless devices like um tablet laptop and about the phones
02:00
Speaker 1
4 cameras I have 4 cameras and I already you know the part because of that that that camera is supporting only 2.0 4 gigahertz. So I already separated the 5 GB 5 GB gigahertz and 2.4 gigahertz. So my phones and iPads all are connected with the 5 GB gigahertz but my 2.4 gigahertz network is not not active and I'm not seeing in the in the Wi-Fi option. Yeah [silence]
03:00
Speaker 2
Both cameras sir, they're not working like the, so, the, so your tablet or your iPad could not detect the 2.4.
03:00
Speaker 1
yeah. yeah. yeah. yeah that's already connected yeah. yeah it's connected. yeah. yeah. yeah.
04:00
Speaker 2
Okay. So, we're going's to um like check the settings of your camera, right, um no, not the camera, but yourconom right now. So that's the first thing that we're going to do. We're going to use your um, your iPad. Okay. So, again, your iPad and phone are connam iPhones connected to um, the gigahertz, right? Okay. So, on your iPad, um, can you double check if it shows connected to the 5 gigahertz? Okay. Um, open a browser and then tap this number is 192.168.1.1. [silence]
04:00
Speaker 1
Yeah, it's open, keep your Wi-Fi handy, Yep.
05:00
Speaker 2
just click on uh... connect using smart wifi and then it asking for um... access router router password okay when you access router password please type your uh... router password sorry if you change it before if you didn't change it just look at underneath the um... router [silence]
05:00
Speaker 1
Yeah. Huh. Yeah. Yeah.
06:00
Speaker 2
turn it on the links of page okay um kindly scroll down and then at the very bottom of the page you can see there are different options like um end user license agreement and then on the far right there's an option CA click on CA please tap on CA okay and then after that after you click on CA on the left side of this page look for or tab on the Wi-Fi settings okay under Wi-Fi settings sir what is the name of under what is the Wi-Fi name under 2.4 [ silence ]
06:00
Speaker 1
I think so both are same. Yeah. Yeah, so can I change your 2.4 band? Any name? Okay, so I changed community fiber to
07:00
Speaker 2
They have same name? Yeah, yeah. Okay. Do you want to separate the name, sir? Yes, can change the name, sir on the 2.4. Yes, sir. And you can put 2.4 so that or you can have the same name, sir. Same name. But you can put at the end of the name 2.4. So that you can identify that this is the name. You may have the same name on the 5 gigahertz and 2.4. But again, long as there are 2.4 at the end.
07:00
Speaker 1
2.4 gigabahertz, that's it. Community fiber 2.4 gigahertz, that's it. I put only this. Okay. So can I, can I press apply? So changing Wi-Fi setting will disconnect all devices including the one from the router. Do you want to continue? Yes. Okay. Your router applying changes. Your router is applying changes. Okay. [silence]
08:00
Speaker 2
Yeah you can try so the name is community fiber mmm yes sir you can yes and then yes click on apply mmm okay okay yes then you may now try to reconnect your camera sir to the 2.4 or how about this on your iPad right now can you tap on settings
08:00
Speaker 1
Just wait because it's a processing this is waiting please. yeah. yeah. No. Because you know on the login page they said device not found. You are now connected. To your device. yeah, okay. Just one second. Yeah, now I can see.
09:00
Speaker 2
Oh yeah, that's okay, sir. Just, um, minimize this page and then you go to settings and then go to Wi-Fi. Can you see there now the 2.4? Uh-huh. Yes, that's okay. Yeah, that's okay. Under Wi-Fi right now on your iPad, kindly turn it off and then turn it on. Okay.
09:00
Speaker 1
yeah okay. wait a second. Na, na, na ne now when I connect the
10:00
Speaker 2
So, you can see there now the 2.4, right? Alright, so again, on your um camera sir, re connected back to the 2.4 [silence] Hey [silence] I took out so I took it already, I took it up.
10:00
Speaker 1
The name is gone. Now wait a second, I'll try again. Let me when, one second please, silence.
11:00
Speaker 2
what do you mean the camera is the name is genetic so your camera will not detect the name um sir you need to check that on the camera sir why you say it's not detecting the name because as you can see your iPad no problems detecting the 2.4 after we rename it your camera should detect that, sir. [silence] um [silence]
11:00
Speaker 1
sometimes it's coming and sometimes it's gone the name I don't know why I'm just next to the router yeah it's now detected just one second I'm connecting yeah
12:00
Speaker 2
how far the camera from the router sir [silence]
12:00
Speaker 1
okay, I put the password, but they said unable to join this network, yeah, I put twice now now that 2.4, 2.41 is gone, now not, not coming in the Wi-Fi, no name coming, yeah, it shows before in my phone as well, it goes, you know, my, oh, my camera is connected with my phone. Now, I'm not looking in the iPad as well. iPad, not in the iPad as well, [silence]
13:00
Speaker 2
Did you use the correct password? Uh-huh. Okay, can we double uh-huh? But on your iPad, it still shows 2.4, right? [silence]
13:00
Speaker 1
Yeah, I am on this page. Yeah. Okay. Yeah. Can I change the password? Yeah.
14:00
Speaker 2
ok, on your computer uh on your iPad, sir, can we access again, um, uh, 192.168.1.1. And then again on the Wi-Fi settings. use the password uh you have the same password, right, that you input on the camera. Uh, yes, you can change the password as well. Then make sure you take note the correct password. By the way, sir, what camera did you try to connect? The topo or is it the [silence]
14:00
Speaker 1
email. BecauseTapoya is not allowed to reconnect me. They said like, uh, uh, forgot this one and just start from beginning. So, I will just apply for the new policy.
15:00
Speaker 2
email [silence] So did you use the?
15:00
Speaker 1
connect phone phone phone yeah because I just I just requested for the change the password and I just press the apply button and it's waiting they are saying waiting so whenever my new password will be set up and then after I will try again yeah because Tapu yeah the camera said me that you have to connect the different network so I'll try but because of the I just request for the change the password they are not showing me the 2.4 gigahertz network
16:00
Speaker 2
phone or the iPad to connect the email camera. okay is your phone also connected to the same network like the 2.4? uh-huh yes um on your phone sure make sure it's connected to the 2.4 uh-huh [silence]
16:00
Speaker 1
Why is taking too long for change the password? No, just the - they are saying, waiting. They are processing, I think, so. Mhm. For the, uh, can I put new password? New password, yeah, can I put new password? No, no, they are, again, they are saying unable to join the network. [silence]
17:00
Speaker 2
Okay, so what's on the screen right now after you change the password? On your phone right now, can you try to reconnect to the uh community fiber 2.4? I'm sorry? Yes, yeah use the new password. Is that on your are you trying to connect the camera right now sir or your phone? [silence]
17:00
Speaker 1
No. I'm trying to connect my camera. OK. OK. No, five gigahertz. OK. Now now the name is gone. Now they are not showing me 2.4. Yeah. I. OK.
18:00
Speaker 2
no sir i'm uh on your uh let's say on your phone right now okay can you go to settings and then you go to wi-fi your phone is it connected to the 2.4 or is it connected to the 5 gigahertz connect it first to the 2.4 sir can can you turn off the um wi-fi on your phone then turn it on [silence]
18:00
Speaker 1
yeah but the name is not coming they are automatically connecting connecting on 5 gigahertz Wi-Fi and not in the water no there's the waiting page only yeah
19:00
Speaker 2
it doesn't show the 2.4 Try to scan it at the bottom, sir. Maybe it's at the bottom, then we just changed the name. Okay. On your iPad, right now, after you change the password, do you still have the page? Kali, refresh the page, sir.
19:00
Speaker 1
Can I close this tap and open new tap? Is fine? Right. Which one one, nine, two? I, yeah. Okay. Yeah, it's open again. Let me read.
20:00
Speaker 2
uh... what where's the one on e-mail you can have him take care of that one one nine two yours but anyways yeah crap anyways can you are mine out the browser and didn't all under what not and you can start it up where is it
20:00
Speaker 1
refersh it yeah yeah i want to say why they are saying unable to join this network two point four i change the password and i know the password but they are saying you are not enable to connect this network yeah yeah already click and then after it automatically open the security page wait
21:00
Speaker 2
uh yes click again on C A at the bottom before you change the before you go to Wi-Fi settings click on CA at the bottom. M. that's the thing that we're going to check later circuit. Okay. So you're now back on the lenis page. All right. Um did you click on CA at the bottom? Now you have to go to um Wi-Fi settings. okay.
21:00
Speaker 1
Yeah, Wi-Fi settings? Yeah. Yeah. Okay. Yeah. Yeah. Okay, let me see. No. Off and then after again, on Wi-Fi, they don't show me the 2.41. [silence]
22:00
Speaker 2
Yes. When you select on Wi-Fi settings, can you see the network name and the password? The new password, right? And then minimize this page and then can you click on settings and go to Wi-Fi? This is on the iPad, okay? Kindly check sir if you can see there now the 2.4 [silence] [silence]
22:00
Speaker 1
[silence]
23:00
Speaker 2
it doesn't show the 2.4. How many community fiber you can see there? Now right now on the iPad, how many network names? Yes, how many community fiber? How many network names? So, how many community fiber sir? So, are there two community fiber now? [silence] Turn off the secret network. [silence] How many secret network? Community levels.
23:00
Speaker 1
Yeah. Yeah. [silence] Wi-Fi settings. Yeah. [silence] It's community 512.4 gigahertz. [silence] Channel auto. Channel 11 2.46 gigahertz.
24:00
Speaker 2
we go back to the 192.168.1.1 page, and then, Kenny? Go back, you're on the Wi-Fi, right? Okay, what is the name of the network again, under two point four? And then what is the channel right now? Can you change the channel to 11?
24:00
Speaker 1
Okay. Yeah, done. Okay. Uh, on uh, 191. Yeah, Wi-Fi's on. Dang. Yeah. Yeah. [silence]
25:00
Speaker 2
linked [silence] right, you're now back on to the Wi-Fi settings [silence] yes [silence] alright, on your iPhone again, sir [silence] okay, go back to Wi-Fi
26:00
Speaker 1
Yeah, I can see now. Can I connect first? Yeah. Yeah, it's connected now. Yeah. Yeah. No, no, never mind. Okay, go ahead and do whatever you need to do. I really think caregiver
27:00
Speaker 2
Okay. Can you connect? Okay. Connect yes. Okay try to open now the app on your um on your um email Now por si po ako alak ko anong para ityo Ikaw na para Ikaw na papasok ka mga pagkadapata now. balloons
27:00
Speaker 1
Yeah, now camera, one camera is connected already. Yeah. Yeah.
29:00
Speaker 2
Um hum . So try the other one.
29:00
Speaker 1
Okay. I'll need to go near the camera. Okay, sorry. Yeah. Yeah. All said.
30:00
Speaker 2
So, that's the email, right? That's the email camera. So you're trying to connect now the tap? [silence]
30:00
Speaker 1
Yeah, one second, because, you know, it's been two weeks. They are closed. So, I need to reconnect again. Phone is pairing with the camera. Yeah, okay, so both of um are connected now. uh, Tapo, I have to like uh, delete the device and connect from the beginning, so that would be fine, but, but uh, my, my one question is uh, after the four camera connect, then after I changed my Wi-Fi to 5 cavity, yeah, yeah, oh. Okay. [silence]
32:00
Speaker 2
How about the Tapo? Yes you can connect back your phone to the 5G after connecting the camera sir because the camera sir doesn't support yet with 5 gigahertz so to reconnect them to the network the camera the phone should be connected first with the 2.4 before you can [silence]
33:00
Speaker 1
Yeah. Okay. So now, now from in the future, no coming any, any problem of this. Okay. Okay. No problem. No problem. No problem. No problem. Yeah. Yeah. Thank you.
34:00
Speaker 2
connect them back to the um uh network. Okay? So basically what we did here sir, um I tried to change the settings, like especially the channel. um to make sure that um it's it there is like a specific channel. It it's not like just an auto. Okay? So, um is there a uh-huh. um no problem sir. Okay? So I will update your record here in my end. So in case in the future you still have more questions and you need assistance. Feel free to give us a call. Um what we did right now, I just updated your record, everything is documented. Okay? right? So you may also check our website sir for updates support.net so thank you for calling this is Carla. Have a great day to you. [silence]
34:00