V2 Rubric Detail — 979bf1d0-68e0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 17:35
Duration
31m 20s
Contact
Nick Gengchev
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133448
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Make a Call When Connected to the Wi-Fi
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication1.25/5
Ownership5.00/5
EscalationN/A
Customer Exp1.07/5
Overall42.0% (+2.0)

V2 Grader Summary

The agent demonstrated ownership and set clear next steps but delivered materially inaccurate technical information, failed to use available tools, and caused significant customer effort through repeated misunderstandings. The core issue was not resolved or validated, resulting in a partial resolution outcome.

V1 Case Analysis

Customer reports Wi-Fi calling failure on iPhone 15/16 and Nokia phone after ISP-provided WHW03 installation. Agent performed power-cycle, advised forget/reconnect Wi-Fi, but did not diagnose SIP-ALG, firewall, or carrier settings. Case LTS0013344999 opened; callback scheduled. Issue unresolved.

Troubleshooting Steps
  • Collected customer name, email, phone, and serial number.
  • Performed power-cycle of modem and router (30-second unplug, modem first).
  • Instructed customer to forget and reconnect to the Wi-Fi network.
Key Observations
  • Agent did not follow KB-recommended troubleshooting for Wi-Fi calling (e.g., SIP-ALG, firewall, carrier settings).
  • Incorrectly referenced MX2000 router at [14:00], despite customer having WHW03, indicating confusion about product model.
  • Introduced an unprofessional and unrelated Spanish phrase at [23:00], disrupting call flow and professionalism.
  • Provided inconsistent case number references (LTS0013344999 vs. 4,897 448), creating potential customer confusion.
  • Did not validate whether Wi-Fi calling functionality improved after power-cycle or Wi-Fi reconnection before proceeding.
Positive Highlights
  • Collected essential customer information (name, email, phone, serial number).
  • Correctly instructed power-cycle sequence: unplug both, wait 30 seconds, plug in modem first, then router.
  • Guided the customer to forget and reconnect to the Wi-Fi network.
Agent Errors / Gaps
  • Failed to diagnose known Wi-Fi calling issues (SIP-ALG, firewall, carrier settings) per KB guidance.
  • Misidentified customer's router model as MX2000, which is not the customer's WHW03 model.
  • Introduced an unprofessional and unrelated Spanish phrase, violating communication protocol.
  • Provided inconsistent case number communication, risking case tracking failure.
  • Did not verify the outcome of the power-cycle or Wi-Fi reconnection before moving to next steps.
  • Failed to confirm warranty status or support eligibility despite handling a hardware-related issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed resolution of Wi-Fi calling issue; only promised a callback without verifying fix.
R2 Partially Met Diagnostic thoroughness conf 90%
Performed basic reboot and forget-network steps but skipped deeper diagnostics like checking Wi-Fi calling settings or double NAT.
R3 Met Correct resolution path conf 90%
Agent stayed on case, attempted troubleshooting, provided case number and callback commitment instead of dismissing due to OOW or ISP provision.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom and collected model/serial, but failed to ask key questions about device-specific behavior or network topology.
T2 Not Met Appropriate tools / resources used conf 95%
Did not access router admin interface, check logs, or use any diagnostic tools despite having customer’s serial and cooperation.
T3 Not Met No misinformation conf 95%
Incorrectly stated customer had 'two MX 2000' routers and said 'turn off cellular data to get wireless network' — technically inaccurate advice.
Communication
C1 Partially Met Clear & professional language conf 85%
Set expectation of callback but call was disjointed with long silences, miscommunications, and poor flow.
C2 Not Met Confirmed understanding conf 95%
Repeatedly misheard customer (e.g., Nikolai as Nick, SPNMX as WHW03), used incorrect terminology, and failed to confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took full ownership, did not transfer, provided case number and committed to callback.
O2 Met Proactive follow-through conf 95%
Clearly stated case number (LTS-001-334-4999-9999) and timeline (callback in 5 minutes).
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and issue had not yet reached complexity requiring L2/L3 escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Offered polite phrases like 'thank you for waiting' but did not acknowledge customer frustration over inability to make calls.
X2 Not Met Tone & rapport conf 95%
Failed to adapt tone or pace; repeated errors caused customer confusion and re-explanation burden.
X3 Not Met Overall experience conf 95%
Customer repeated name, email, serial, and password multiple times due to agent errors and poor information capture.
Call Transcript46 turns · 53 lines
Speaker 1
Hi there. I got sent a new Linksys router by my ISP a few months ago and ever since we've installed it, we're having trouble making calls from home on our mobiles when they're connected to the network. And I wondered what -- if you could give me a clue as to what settings, uh, we just sort of plugged it in. It wasn't -- it didn't require a setup, I don't think. But there's something that's blocking us from making calls when connected to the Wi-Fi.
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 technical support. My name is Dylan. How can I help you today? [silence] All right. [silence] All right. [silence] So just to make sure I got your right, sir, you were provided a new router last month by your internet service provider. [silence] Is that correct? [silence]
00:00
Speaker 1
Yes, we can't make mobile calls when we're connected to the network.
01:00
Speaker 2
phone on the e.g Wi-Fi calling
01:00
Speaker 1
Yes.
02:00
Speaker 2
I see so like um the the call option isn't working if you are connected to the Wi-Fi is that correct? Let me just note that one here sir okay? All right sir um uh I understood where you're coming from and technically this isn't the service that we wanted to provide you but uh in order for me to proceed further to you know uh check this matter further I need to run some verification with you and gather um information about your IRS router so for
02:00
Speaker 1
Yeah. That's Mike, N-I-C-K, and then Gentchev, G-E-N-T, C-H-E-V. G-E-N-T, yeah. C-H-E-V. Gentchev. A-V, E-V. So G-E N-T Kep, G-E-N-T. So, it's Nikolai, N-I-C-O-L-A-I. Genchev at gmail dot com. [silence] So, N-I-C-O-L-A-I, no K. [silence] For the e-mail address. [silence] Gmail at gmail.com. [silence]
03:00
Speaker 2
your email address Nick okay. Enjoy. Okay. So that's uh Nikolai, uh for Nikolai again, sorry. That's N I C K o L A y, I mean, L A I, uh huh. Oh, okay, okay. Uh huh. And then your last name uh Ganchev at uh at uh chuma.com. Okay. Okay, got it sir. Thank you so much for that one. Okay. And um let me also verify your phone number uh that's uh seven
04:00
Speaker 1
correct
05:00
Speaker 2
79_0810 680 7_0 I mean 79 80810687 you have uh... no sir can you provide me the model number in a serial number for the linksys router mm-hmm okay all right sir up please the community fiber right all right have so community fiber okay and how many notes do you have but I'm not going
05:00
Speaker 1
Did you say you want the serial number as well? So the serial number is 72 E. Yeah, I can. Hi. So the serial, do you want the serial number? So the serial number is 72 E 10 M 2 C F 2 6 2 1 5.
06:00
Speaker 2
yes, yes sir, can you hear me? Mm-hmm. Mm-hmm. Hello sir Chris. yes sir. Okay, Let me just repeat that one it's seven two E for Echo 10 M for Mike two C F two six two one five. Mm-hmm. All right, sir. And how many nodes do you have currently, sir?
06:00
Speaker 1
uh let me have a look um I've got one one node is that right I'm just looking at the Linksys's um online screen so I've got one node 18 18 devices apparently [silence] one thing I should explain um one thing to add sorry just one thing to add that if it's relevant we have an access point uh because we've got a basement flat there's an access point plugged into the router so there may be more than one node but I don't know if if it recognizes the access point
07:00
Speaker 2
Only one nodeer have it, sir. okay, so let me just check. Mhm. It's disconnecting the user.
07:00
Speaker 1
I'm looking at the Lynx Test online interface, which is connected to my router and it says one mode 18 devices. [silence]
08:00
Speaker 2
Mhm Mhm Mhm Understood sir Understood thank you so much for the information Okay so Okay Alright sir Um Let me just um pull up some information here on my end sir And um You know in order for me to Uh provide you an accurate answer to this concern of yours cuz Uh we haven't received any issues And uh we this probably has been I mean this could be an issue to this kind of model cuz the the SPN-M is a new one So um We might encounter more issues about it, but anyway, I'll just have to look something here on my end with my resources, and I'll get back to you, okay, uh, give me at least uh three to five minutes. All right, sorry, thank you so much for understanding. All right. What's the light? Hello, sir. Nick. Thank you so much for patiently waiting. Um, I just wanna gather some more information about your issue, Sir. Hello, sir, can you hear me?
08:00
Speaker 1
Yeah, I can hear you. Hi. Can you hear me okay? Sounds like there might be a delay on the line. good Oh, okay. It's an iPhone 10, I think.
12:00
Speaker 2
Uh yes sir. Uh again, uh I just want to gather some more. Yes sir, I can hear you. Uh it seems like, um... Yeah, actually, uh that's that's what I thought as well. So you have one WHW03 and you have who's the device that you have? Again sir, I just want to gather more information about the issue, you know, for us to really identify where the issue is coming from. Um do you mind uh providing me the make and model of your phone?
12:00
Speaker 1
Alright, so I. I've on. Sorry, it's an iPhone 16 actually. Sorry, I beg your pardon. It's an iPhone 16. Okay. Okay. [silence]
13:00
Speaker 2
iPhone 14, okay. all devices, like are all phones connected to the Wi-Fi? iPhone 16, okay. Mhm. all right sir. And um, I know if this only specific phone, is the only one affected to the issue, or all the phones that are connected to the Wi-Fi? Where? Well, is all of your uh may I lose the without a number of your phones? Sometimes, you know, for the Wi-Fi performances, is enabled huh you use it to do. know when you're connected to a correct Wi-Fi without asking any wrongful with which you have a question your question seems correct in other suggestions on what the response is. Okay. Okay. because here's this at proper expectation now. You do have two uh MX 2000. Now I know your whole set up is actually um passive passive fiber models Available but for the MX two thousand um do you try um rebooting your modem and then do know if it will still do the same?
13:00
Speaker 1
Hi, sorry it connected to my headset, which is downstairs, but okay, I wouldn't have heard the last thing you asked. So sorry, could you repeat the last question? [silence] So my son has a very basic phone which is not a smartphone, and my wife I think has the same problem with her iPhone 15.
15:00
Speaker 2
yes sir. yes sir. okay sir oh yes, sir. I just want to know if all other phones are also affected with the issue when they make a call or only your specific phone Yeah well what you have done so far, is actually a very good job. so it doesn't have an issue with uh the Android phone. like flow internet.
15:00
Speaker 1
Well, um, I don't we don't actually have an Android phone. And I'm, I'm just kind of just looking at the list and and and what? Why, because on our list of devices there's an Android phone but no one in the house has an Android phone. My my son has a uh a very basic um not smartphone like a um, it's a it's a Nokia HMD but it doesn't connect to the Wi-Fi. It's it's not a smartphone. [silence]
16:00
Speaker 2
that's actually good publishing and also you turn off prioritization oh I'm sorry yeah I got you have three options here number one and actually dying to check is setting a wireless connection I'm sorry I might have uh misheard it um well what's the phone of your I'm sorry that was your son or your daughter well the third option is to swap notes yeah but you're you have the you have the same issue as your wife's phone
16:00
Speaker 1
Yeah. Um, so just my the only smartphones in the house are me and my wife. Our children are too young to have their smartphone. Thank you.
17:00
Speaker 2
Uh, don't you have any other phone that you can try to connect to the Wi-Fi and make a call? Can someone press that again? I see. I see. All right, sir. Thank you so much for the information. Um, let me just go ahead and check further on this one, okay? Uh, just stay on the line. All right, sir. [silence]
17:00
Speaker 1
Hi. I just haven't done anything so far. I've just um I all I've done is log on to the Linksys online uh interface. [silence] Okay. [silence]
19:00
Speaker 2
Thank you so much for patiently waiting. Okay, sir, um, by the way, sir, I just wanna confirm again with you, um, what have you done so far? THINKS BELLOF SET UP or BELLOF setup? You know, dealing with a, issue right now? Uh huh. Oh, okay. I see. All right, sir, um, okay, sir, no, it's okay. And, um, how about this one, sir? Let's try to, um, restart your router and your modem. So, what we need to do is just, um, unplug them from the power source and wait for at least 30 seconds. Uh, after 30 seconds, we're going to plug in first your modem and once if your modem is stable. And.
19:00
Speaker 1
So the difference between the modem and the router is the, oh you mean the cable modem on the wall. Right, I'll I'll turn both off for 30 seconds. [silence]
20:00
Speaker 2
We're going on your your main router Just a minute. . Uh, the Yeah, huh, that one. And the router is the node. yeah, just unplug them from the power source and wait for at least 30 seconds. All right, sir.
20:00
Speaker 1
I'm switching back on now okay. I think it's just connecting at the moment.
21:00
Speaker 2
Okay, starting with your modem, sir, okay? Just plug it in from the power source and you wait until it stabilizes before you plug in the router, okay? I want to check your connection. All right, sir. Okay, sir. Okay, perfect.
21:00
Speaker 1
How do I know when it's stabilized? Judge, consider all the lights to be green. I'm just going to have a look. [silence] I'm going to plug in the router now.
22:00
Speaker 2
Alright, so, can you try to open a browser now and open something there in the... { Joder, otra historia televisada en la propuesta de la ciudad. [ruido]
22:00
Speaker 1
Still can't see this network is still not back up yet. Oh yeah it's just appeared. Looks like it's back back up.
24:00
Speaker 2
okay, sir. No worries, uh, give it some time. Okay, okay, sir. All right, so now, um, we have already done the sequence reboot or restart on your, um, router and modem, so it refreshes your connectivity. Now we can try.
24:00
Speaker 1
Okay, so I'm going to switch the Wi-Fi back on, although sometimes that kills the call. Yeah, if it kills the call now, I've got the Wi-Fi switched off because I can't call with the Wi-Fi switched on. So. Yeah.
25:00
Speaker 2
On your phone, let's try to, um, forget the network and try to reconnect to the Wi-Fi. Oh, okay. So, it will, like, um, disconnect us. So, are you on, uh, Wi-Fi calling right now? [silence] About me. It comes. [silence] Um, email support. Uh, Get me. Yeah, um, you try it on your phone, sir. Try to, to, uh, forget the network. Do not try to connect first. And, um, once you forget the network, you try to reconnect and see.
25:00
Speaker 1
Okay. [silence] I'm just finding the password.
26:00
Speaker 2
Alright. Alright, sir. Can you try now to check if you have internet or Wi-Fi or it's still Keep it out. Yeah. Yeah. There you go. It was just a silence. Yeah. Thank you for subscribing.
26:00
Speaker 1
Okay. I think I'm reconnected. That's fine. Yes I am. Yep. Yep.
27:00
Speaker 2
alright sir. hello, sir. yeah, um, are you now connected to the Wi-Fi? And we are still on a call. I guess. uh
27:00
Speaker 1
So, should I try make, should I hang up and try making some calls and give you a call back if it doesn't work? Is there a, is there a, there is a case number that I should quote? I'll have to pull that.
28:00
Speaker 2
um I guess uh it works um eh okay eh all right well if you're going to call back Sir you might be routed to someone else cause uh the call is randomly distributed but um I need to turn off your cellular data to get uh a wireless network to reconnect which network yes sir yes sir there is uh you can refer to this it is having an issue reconnecting just a moment eh it's okay I can always call you back I have your number here if this is correct? five zero three three four seven zero nine four zero not a problem so here's the case number sir it's LTS so that's Lima Tango Sierra zero zero one three three four four nine nine nine nine
28:00
Speaker 1
LTS 00-1-3-3-4-4-8. Sounds great. Yeah, I'll give that a try that from downstairs. That sounds good. I'll try that.
30:00
Speaker 2
4,897 448. Yes, sir. Um, how about this one, sir? Um, for us to, uh, ensure that, uh, you're now able to call, um, how about this, uh, let's, let's end the call for now. I'll give you at least five minutes and I'll give you a call back. Uh, does does that sound good to you, or How was it mad. Uh, I'm sorry. Hello, sir? OK, sir, so you're going to just, OK, uh, just try calling anyone and then I'll give I'll give you five minutes. And then I'll give you a call back after five minutes, okay? Be ok? And then I'll just give you five minutes. All right, sir. All right you're very much welcome, sir. So, I'll be calling you back after five minutes.
30:00