V2 Rubric Detail — 9a61b20e-7ed6-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 16:19
Duration
22m 46s
Contact
615-293-3749
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136889
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer wants to change her Wi-Fi network name and password.
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall52.9% (-3.1)

V2 Grader Summary

Although the customer reported a resolution, the agent provided materially incorrect technical guidance by recommending the consumer Linksys app for an MBE7000, which is a Cognitive Mesh device requiring the LinksysNOW UI. This contradiction of the authoritative KB triggers an auto-zero for technical accuracy. The resolution was fragile and based on an unsupported method, risking recurrence.

V1 Case Analysis

Customer reported MBE7000 Cognitive Mesh system connecting to old Wi-Fi network. Agent misidentified model as WHW03, provided incorrect LED guidance, and advised app reinstall. Customer believed issue resolved post-reinstall. No verification performed. Ticket FYC-x96-7646 issued.

Troubleshooting Steps
  • Incorrectly identified model as WHW03 instead of MBE7000.
  • Provided incorrect LED status guidance for Cognitive Mesh system.
  • Directed customer to use Linksys app to change Wi-Fi settings.
  • Advised force-closing and reinstalling the app when Save was unavailable.
  • Suggested speed test to verify performance.
Key Observations
  • Agent misidentified MBE7000 (Cognitive Mesh) as WHW03 (Intelligent Mesh), leading to incorrect troubleshooting guidance.
  • Provided LED color guidance that contradicts MBE7000 behavior (e.g., claimed solid green lights when MBE7000 uses solid blue for healthy state).
  • Failed to verify that the Wi-Fi SSID/password change was successful after app reinstall.
  • Did not confirm correct access URL for MBE7000 (should be http://myrouter.info, not generic 192.168.1.1 or myrouter.local).
  • Advised app reinstall without diagnosing why Save was unavailable (e.g., cloud sync, firmware, or account login issue).
Positive Highlights
  • Polite tone and offered a ticket number for future reference.
  • Attempted to guide the customer through the app to change Wi-Fi settings.
  • Suggested running a speed test to verify internet performance.
Agent Errors / Gaps
  • Incorrect model identification: claimed device was WHW03 when customer explicitly stated MBE7000. This error cascaded into incorrect LED guidance and troubleshooting path.
  • Provided inaccurate LED status information: stated lights were 'solid green' when MBE7000 (Cognitive Mesh) uses solid blue for healthy state (per led_cog_mesh_group_a).
  • Failed to obtain full serial number despite asking; only partial '196' was captured.
  • Did not verify that the Wi-Fi name/password change was successful after app reinstall.
  • Advised app reinstall without first checking for simpler fixes (e.g., re-login, sync, or web UI access).
  • Used incorrect brand name 'LynkSys' and 'Lanxus' multiple times, indicating lack of familiarity.
  • Gave incorrect speed interpretation: claimed 500 Mbps was 'one gigabit per second', which is inaccurate.
  • Failed to confirm correct access URL for MBE7000: should be http://myrouter.info (per adjacent_connecting_devices.md), not generic 192.168.1.1 or myrouter.local.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer states: 'it automatically switched it over, so I think it is good now' and later confirms resolution, indicating the Wi-Fi network issue was resolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided use of the app and reinstallation but skipped key diagnostics like verifying current SSID via web UI, checking for firmware issues, or confirming router model compatibility with app changes.
R3 Met Correct resolution path conf 90%
Changing Wi-Fi settings via the Linksys app is the correct path for a WHW03/MBE7000 system; agent followed appropriate self-help guidance for this mesh product family.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked about lights, devices, and app usage but failed to identify root cause (e.g., cached credentials, firmware bug, or dual SSID conflict) or confirm the actual wrong network name.
T2 Not Met Appropriate tools / resources used conf 95%
The agent directed the customer to use the consumer Linksys app for an MBE7000. Per linksys_now_advanced_settings.md, the MBE7000 is a Cognitive Mesh device that uses the LinksysNOW UI (myrouter.info), not the standard consumer app. The agent skipped the only tool compatible with this specific model.
T3 Not Met No misinformation conf 95%
Agent instructed the customer to use the 'Linksys app' for an MBE7000. According to linksys_now_advanced_settings.md, the MBE7000 is part of the LinksysNOW series and is accessed via http://myrouter.info. Recommending the consumer app for a Cognitive Mesh device is a material technical inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent introduced themselves and asked questions but did not set expectations, clarify steps, or regain control when customer expressed confusion about instructions.
C2 Partially Met Confirmed understanding conf 70%
Agent used simple terms but failed to confirm understanding when customer said 'I'm having a hard time understanding you' and repeated unclear steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, attempted resolution, and provided a ticket number without transferring or abandoning responsibility.
O2 Partially Met Proactive follow-through conf 80%
Agent provided a ticket number and suggested checking ISP plan, but did not confirm resolution stability or offer follow-up if the issue recurred.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was required for this issue.
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 90%
Agent did not acknowledge customer frustration, repeated confusion, or express empathy despite multiple cues ('I'm having a hard time understanding you').
X2 Not Met Tone & rapport conf 90%
Agent continued with app instructions despite customer confusion and difficulty, without adjusting pace, tone, or switching to alternative methods (e.g., web UI).
X3 Not Met Overall experience conf 90%
Customer had to reinstall the app multiple times and repeat steps unnecessarily; agent did not streamline or offer direct alternatives despite clear friction.
Call Transcript40 turns · 42 lines
Speaker 1
[silence] Hi. Yes, I am calling because my BL Wi-Fi system, is using the wrong Wi-Fi network and I can't figure out how to get it switched. Yes.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys. This is Serygyin. How can I help you today? [silence] What do you mean for using the wrong network? [silence] [Music] What's the wrong WiFi name and password you mean?
00:00
Speaker 1
yes ma'am yes yes but it's the wrong it it has switched over to the wrong Wi-Fi network and I can't get it I don't know what that means
01:00
Speaker 2
OK now before we proceed, let me just confirm if I'm I'm talking with Lucy invention and your email is Lucy Lucy villsouth.net. You have three LynkSys devices and the model number of your three nodes are WHW03, correct? [silence] Okay, so do you have devices where that is still connected to your LynkSys network? [silence] So, what is the light but what is the light indicator of the three nodes? Are they solid red? solid green, solid blue. And who is your internet service provider?
01:00
Speaker 1
And that one is white. There's nothing green. There's only white. Yes. Yes. It's white. It's white. It's new. Model number Model M as in Mary, B as in boy, E as in Edward 7000. I'm sorry? 3 And it's supposed to cover supposed to cover up to 7500 square feet
03:00
Speaker 2
They are all solid green. The light on top. I don't know. They are wide. But you need to check the light on top of the router, Lucy for the light indicator. What is the what is the model number of your Lynksys device? So, how many MP7500 do you have? How many 7500 do you have? MP7500? Okay.
03:00
Speaker 1
It's what I was told. OK. Hold on. We go back down. It everything is supposed to be saved on my account. Um well, it picked up an old one. Come on, come down. Come down. No, I haven't changed any log in and for me, I just they set it up this this system though it's supposed to be so much better. It's just not. It worked right we've had it. Come back. It go.
04:00
Speaker 2
Yeah, but can you please provide a serial? Number of the parent node? Uh, say, all of name change. Uh, the Wi-Fi say, all of name change. Maybe you log into your Linksys app using your old.
04:00
Speaker 1
Okay. so Well, I don't know where the cereal number is.
05:00
Speaker 2
Yeah. On the bottom. I'm the bottom of the router, right? Main router. Serial number or SN Okay, underneath or on the bottom of the parent node one nine six, Okay. Do you have device device Lucy, that are still connected with their Linksys network, the Do you have any device device available with that a
05:00
Speaker 1
Yeah. Ugh. Yeah. I have it downloaded. I'm logged in. Okay. Yeah. Yeah. I'm connected to the network. Yeah, it's the old Wi-Fi. No, that needs to be changed. When I delete it, when I delete it, nothing else comes up. Huh? Yeah? Yeah. Yeah. Yeah.
07:00
Speaker 2
we can use to log in under router settings. Is your phone still connected with your Linksys network? Okay. Do you have a Linksys app? Kindly download a Linksys app. Okay, and then log in. Okay, click the three lines on the upper left. And then go to Wi-Fi settings to check your Wi-Fi name and Wi-Fi password. Would you like to change that or just prefer to use that credential? Okay. Yeah. And change it.
07:00
Speaker 1
well I'm not on that app I mean I'm not on that old Wi-Fi that it's that it keeps switching it back to yes it's connected to the one I want it to be using do I need to check switch the network ma'am I'm sorry
08:00
Speaker 2
Okay, let's just try to change that on the linksys top. But is this phone connected to your linksys network? Try to check if you're connected. Maybe you're not connected. That's why you're not able to change it. But is your phone, phone connected to your Wi-Fi name and Wi-Fi password? So what are you trying to do? Yeah, because you mentioned earlier that when you go to the Wi-Fi settings it is your exact Wi-Fi name and password.
08:00
Speaker 1
I'm also having a hard time understanding you. Yes. Yeah. So where you told me to go was not what you want me to do? Yes. and I'm trying and I'm trying to change the Wi-Fi. It keeps, it keeps, when I start typing it in, it goes back to the old one that I don't want it to use. [silence]
09:00
Speaker 2
Okay, you can see there's three nodes connected and the devices that are connected to your Linksys network, right? Okay, for you to change your Wi-Fi name and Wi-Fi password, you need to go to the menu icon and then go to Wi-Fi setting. Did you already click the three lines? Okay, then go to Wi-Fi settings.
09:00
Speaker 1
So it's saying it's restarting my wi-fi. I changed it and it finally it finally let me do it. It said restarting your wi-fi. This could take up to a minute. But then it won't let me save it. It won't let me say it, ma'am. The save is not where I can save it. It's grayed out.
10:00
Speaker 2
Okay. And then refresh the app. Try to force close and reopen the Linksys app, since it changed. So it's applying changes now. Now they go through. But it's restarting once you click save. And then try to delete the app. Uninstall and [...]
10:00
Speaker 1
[silence] Yes ma'am, I'm re-installing it now.
11:00
Speaker 2
Reinstall the Linksys app.
11:00
Speaker 1
It's just taken a long time. Okay. It it automatically switched it over, so I think it I think it is good now. So, do I should I check the speed or at speedtest.net? And do I have to download the app?
13:00
Speaker 2
That's okay, but check go to your Wi-Fi settings Lucy to verify if you're still connected. What happened? Okay, try it. Go ahead. just to check the speed, um, Lucy, just open a browser and then search for speedtest.net or fast.com. No, no need. Open a browser. Just Google then search for speedtest.net then click go and check the speed Then go to fast.com.
13:00
Speaker 1
But it's trying to make me download a browser. Oh, continue on the web. Okay. Okay, do I just hit go now? Yeah. Yep. You want me to do it again?
14:00
Speaker 2
and, uh, BridgeSpeedtest.net. Yes. for 197. And for the second time. Yes.
14:00
Speaker 1
It's gonna be like, 340. Oh, it's going up. it's going up. Oh, God. 501.43. Um, the internet what? Oh, it is, Lucy Bobby Cash, this one with spaces in between. Oh, God. Oh, goodness. I have no idea. It's very expensive. I have no idea.
15:00
Speaker 2
What I mean is that is it 500 in BPS? One gigabit per second? Your internet plan. Is it one gigabit per second? Might be gigabit per second. Yeah, it's okay.
15:00
Speaker 1
but the download went way down the second time. This one, that time I got 501.43 but the download, or that down arrow went to 53 and it was like 75. Let me check again.
16:00
Speaker 2
but when you run the speed test for the second time, so you've got so earlier you've got four hundred and ninety seven and BPS. How about right now? It... yeah, but it's okay. Actually, Lucy, the download speed is priority for your internet plan. The download speed -- so your download speed earlier is four hundred and ninety seven and BPS, then five hundred three and BPS and then for the third time.
16:00
Speaker 1
[silence] 444.9. No, I'm sitting in the same spot. Yes, I'm sitting in the same spot. Let me see if I can get it.
17:00
Speaker 2
and are you closer to the parent node with the parent node main router and I would like to set an expectation this is actually a good speed um Lucy but I want you also to ask your maybe there's do you have a receipt or maybe it is on the bill start to double check because you're paying monthly for this so let's verify what is your internet plan or subscription from your Comcast [silence]
17:00
Speaker 1
So, see, I'm trying to go to this website, it's taken, it's taken all this time to still not get the website pulled up.
18:00
Speaker 2
Now, what do you mean for a website? Uh-huh. Try to, uh,
18:00
Speaker 1
Okay. Well, right now I'm trying to get this build pulled up. [silence] Thank you.
19:00
Speaker 2
On and off your Wi-Fi Lucy and try to reconnect. [silence] Or forget the network and then reconnect with your Lanxus network. [silence]
19:00
Speaker 1
It says, voice package includes business internet performance one, mobility voice line and security edge. You should be able to see what you're paying for. [silence]
20:00
Speaker 2
So there's no option where you're able to find your internet plan? Yeah, it should. So that we can differentiate the speed that you're getting from your internet plan subscription.
20:00
Speaker 1
It just says fast, reliable internet on our gig speed network. Okay, and I think I think it's switched over, and hopefully I won't have this problem anymore. Okay. Okay.
21:00
Speaker 2
So when we run a speed test earlier Lucy, 487 to 500 Ebps are actually good. But then the problem is that we're not unsure of your internet speed subscription for them. But if I'm going to say or technically this is actually a good speed. [silence] Yeah, but don't worry, Lucy, if you have further assistance don't hesitate to call us back. So we would be happy also to assist you. So let me provide your ticket number so that the next technician can quickly access your information. Okay? FYC, F YC, x96, 7646. Are you around Buenos Aries?
21:00
Speaker 1
I'm ready. One, one three six eight eight nine. Okay. Thank you. I appreciate your help so much. Okay. Okay. Thank you. Bye.
22:00
Speaker 2
Okay, so it is 1 3 6 8 8 9, Yes, that is your ticket number for this MB 7,000. You're welcome, Lucy. And if you have a spare convenience time, just feel free to call your internet service provider and try to ask them regarding with your internet speed subscription, okay? You're welcome and take care. Bye for now.
22:00