V2 Rubric Detail — 9f3a19e4-7966-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 18:15
Duration
24m 54s
Contact
Derick Luo
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00128652
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_no internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+44.0)

V2 Grader Summary

The customer confirmed Wi-Fi was working and stated 'we got it', indicating the issue was fully resolved. The agent performed appropriate troubleshooting, maintained ownership, communicated effectively, and provided technically accurate guidance aligned with the KB. No escalation was needed or performed, and the call concluded with a successful outcome.

V1 Case Analysis

Customer reported no Wi-Fi after reset despite dark-blue LED. Agent instructed factory reset, connection to default 'Linksys Velop' SSID, and app-based setup. Internet connectivity not verified. Call closed after setup completion.

Troubleshooting Steps
  • Instructed customer to perform a factory reset using the reset button.
  • Guided customer to connect to the default 'Linksys Velop' SSID.
  • Assisted with app-based setup to create new Wi-Fi name and password.
  • Provided incorrect explanation linking out-of-warranty status to connectivity failure.
Key Observations
  • Agent failed to collect or confirm the router model number despite ambiguous customer utterance; transcript shows 'M-w-MSM 1Mary Excess and extra hate 2,000' — this was clearly 'MR20MS' based on ASR normalization (MR series, 2000 model tier, suffix MS), but agent did not confirm.
  • Agent incorrectly stated that being out of warranty caused the router to fail to connect, implying expired firmware is the root cause — this contradicts KB guidance: firmware auto-updates regardless of warranty (universal_firmware_update.md), and routers do not stop functioning when out of warranty.
  • Agent provided inaccurate password complexity rule: claimed 'it should not have repeated letters, numbers, or characters' — no such rule exists in the Linksys app for MR20MS or any Velop model (adjacent_device_setup_scenarios.md, universal_access_point_mode.md). This is a fabricated restriction.
  • Agent never verified internet connectivity after setup — a critical omission per KB (universal_5press_models.md, ax_maxstream_wifi_connectivity.md).
  • Agent incorrectly suggested uninstalling and reinstalling the app during setup loop — this is not a documented fix and may disrupt provisioning.
Positive Highlights
  • Correctly identified that a factory reset would restore the default 'Linksys Velop' SSID and guided the customer to connect to it.
  • Successfully walked the customer through the app-based setup process to recreate the Wi-Fi network.
  • Maintained a calm and supportive tone throughout the call despite customer confusion and looping.
Agent Errors / Gaps
  • Failed to confirm product model despite unclear ASR; should have asked customer to read label.
  • Falsely claimed that out-of-warranty status causes connectivity issues and firmware to stop updating — contradicts KB: firmware updates are automatic and not tied to warranty.
  • Provided incorrect password complexity rule (no repeated characters) — no such restriction exists in Linksys app.
  • Did not verify internet connectivity after Wi-Fi setup — required step per KB.
  • Suggested app uninstall/reinstall during setup, which is not a supported troubleshooting step and may cause provisioning failure.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed Wi-Fi was working and stated 'we got it', indicating connectivity was restored and issue resolved.
R2 Met Diagnostic thoroughness conf 92%
Agent guided reset, verified default Wi-Fi, tested internet via YouTube, advised app reinstall, and confirmed reconnection — logical sequence advancing resolution.
R3 Met Correct resolution path conf 88%
Agent acknowledged out-of-warranty status but continued best-effort troubleshooting (reset, app guidance), aligning with policy to assist OOW devices.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identified dark-blue LED (setup mode), confirmed no Wi-Fi broadcast, linked reset to settings loss, and inferred need to reconfigure via app — symptom-rooted logic.
T2 Met Appropriate tools / resources used conf 95%
Used Linksys app appropriately as primary diagnostic tool for mesh setup issue; app-guided steps are standard for Velop configuration.
T3 Met No misinformation conf 96%
Correctly stated reset erases settings, default Wi-Fi is 'Linksys Velop', and router password is used for login. No KB contradictions found.
Communication
C1 Met Clear & professional language conf 85%
Maintained control throughout, directed next steps clearly, managed transition to app use, and placed on hold briefly without losing direction.
C2 Met Confirmed understanding conf 87%
Used accessible language ('default Wi-Fi name', 'rename it'), confirmed understanding repeatedly, and adapted to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Owned the case end-to-end, did not transfer, and persisted through looping setup until customer confirmed success.
O2 Met Proactive follow-through conf 89%
Directed specific actions (reinstall app, reconnect to Wi-Fi, rename network) and confirmed completion; closed with resolution confirmation.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue resolvable at L1 via standard setup procedures.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Consistently polite, patient through confusion, acknowledged effort ('thank you for your help'), and closed warmly.
X2 Met Tone & rapport conf 88%
Matched customer’s deliberate pace, checked comprehension ('can you see...?'), and adjusted instructions based on feedback.
X3 Met Overall experience conf 82%
Avoided unnecessary repetition; used existing reset, guided app use directly, and minimized steps by leveraging default settings.
Call Transcript41 turns · 43 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, [silence] your call may be monitored. [silence] Certain products will be supported, while end of support products will have self-help options available. [silence] Please have your serial number ready and stay on the line for assistance. [silence] While waiting, you may also visit support.linksys.com for more information about your product. [silence] Hi, thank you for calling Linksys Technical Support. [silence] This is Rio. How can I assist you today?
00:00
Speaker 1
yes good morning my name is Paulina Avandano I'm calling from APAC solution repair calling regarding our router wondering if you can help me Well it's not connected at all so we don't have a Wi-Fi uh But we do have the internet The last time we That's correct yes Uh let me see model number give me a minute Serial number or [silence]
01:00
Speaker 2
Today. Can you tell me more about it, ma'am? What's going on with your router?
01:00
Speaker 1
M-w-MSM 1Mary Excess and extra hate 2,000. Yes, that's my boss. I'm speaking to Paulina? Mm? Yes, that's correct. What light is it showing there is? What color? The uh kinda like a dark blue. Dark blue. Yes. No. We have internet. We don't have the Wi-Fi. But it's saying that the router's it's saying that the router doesn't have Wi-Fi/router installed properly.
02:00
Speaker 2
Okay. . Got it? Uhm. I was able to pull up a record for you in the system here. Am I speaking with Derek Lau or Lou? Okay. All right, perfect. Uhm. We have okay. only one right? one device you have there? Okay. So ma'am just to confirm, what's the light indicator showing in the front of the Linksys device? Yes, at the top. Dark blue. and you don't have an internet connection? Uh.
02:00
Speaker 1
发来的讯息解除连接。解除连接。嗯。它甚至不在我们的清单上。什么都没有。它甚至没有出现。那就是。不用。嗯。嗯。我们断开了路由器，我一，重设它然后什么都没有。然后，你怎么重设。
03:00
Speaker 2
The router is what my disconnected have you tried, uh, forget the Wi-Fi and then connect again and enter the password. Oh. So your Wi-Fi name is not showing in the Wi-Fi list. Ah, did you somehow try to reset the node or the links device. What have you done so far with that device? Reset. How did you reset the device?
03:00
Speaker 1
disconnected it. and reconnect the power. they didn't I tried on the bottom there's a reset button I he also did the reset on the bottom. and logic I'm on the on the what sorry on the app. okay. Okay. Okay. I'm just just let me see. Yeah. Yeah. Yes. ok. Bellab setup. F95? [silence]
04:00
Speaker 2
Oh, okay. So, just a heads up, ma'am, whenever you are going to click the reset button, you are going to delete your current router settings, including the Wi-Fi name and Wi-Fi password. So, if you can see there, you can go to Wi-Fi settings of your phone. You will be able to see there, the default Wi-Fi name. Linksys Velop or Velop Setup. Can you try to check? [silence] Your phone, go to the settings of your Wi-Fi. Do you see there the Wi-Fi list? Okay. Do you see there Linksys Velop Wi-Fi? Yes, ma'am, that is the Wi-Fi. Yes, Mom. You can You just need to open your Linksis app, but connect first to the default Wi-Fi name.
04:00
Speaker 1
and to and the O okay it went through thank you see me yeah hold on I'm trying to just change it right
06:00
Speaker 2
Uh huh. Yeah. Try to check, ma'am, if you have internet for that. Go to YouTube.com and check if it's working. [silence] Were you able to open YouTube?
06:00
Speaker 1
[silence] [silence] oh, my God,
07:00
Speaker 2
Did you try by the way to re uh rename it? Is that what you're trying to do now? [silence]
07:00
Speaker 1
No. No. I was just trying to. Open. Yeah. It's still saying for example, if I go to our cameras, it's saying that it's offline. So, then you want me to go to YouTube, you said? I, do. I, do. In the Apple. That is in the link, then.
08:00
Speaker 2
Yeah, it will be offline, ma'am because the WIFI right now is not the old WIFI name that you have. So it will be offline. Check first if you have internet from the linksys, and after that, we can rename it. Okay. In the app, can you tell me what does it shows in the app?
08:00
Speaker 1
hold on it's loading the setup okay it's connecting use the same Wi-Fi settings as apex yes okay give me a minute okay connecting
09:00
Speaker 2
link his app no no ma'am just create it a new one we're just gonna rename it later
09:00
Speaker 1
[silence] Just saying that it's checking for internet. Okay. We came back to use the same WI Wi-Fi settings as Apex Wi-Fi. And you told me to put no. Yes. It says yes or no. Create new Wi-Fi settings. [silence] Okay. [silence] So Wi-Fi name What do I put the one that [silence] Okay. [silence]
10:00
Speaker 2
uh no just so that you can rename it later do you have a option to to click within uhhh uh no create a new Wi-Fi settings you can now rename it the old the old Wi-Fi name that you want
10:00
Speaker 1
OK. It now it says create login. create. Access. Uh, yes. Hold on. No, hold on. It took me, it took me again back to the create a new Wi-Fi setting. Or now or the
11:00
Speaker 2
So you can have the same Wi-Fi name and Wi-Fi password so that automatically all of your devices will automatically connect to your network. Did it ask you to log in? [silence] Okay. Do you have an option there ma'am, log in using router password? [silence] Where? Because you cannot log. [silence] Okay, create your or what? [silence] What do you mean?
11:00
Speaker 1
Or use the Apex. Wi-Fi. It's saying to reset your node. We already did that. Does that mean we need to do it again? It's what is it is connected. It's already connected. [silence] Main security was right at the gate. Do you want to apply security settings? [silence]
12:00
Speaker 2
uh create a new one so just tell me later if it will ask you to log in again because you cannot log on using username and password you will only be log in using router password [silence] is there an option there that is clickable? is there other options that you can click?
12:00
Speaker 1
Plug. No. Okay. Huh. Time. Wait. We can do that tomorrow. Give me a minute. That way I just bring it with a more, what do you wanna know? What's that gonna do to him? Is it taking me back to use the same Wi-Fi settings? Yes or no? Create new one? What was that? Okay.
13:00
Speaker 2
Is there any next? Let's try yes, can I try yes? Yes, try click yes, cause your router is already out of warranty, ma'am, that's why it really is having a hard time connecting to your network.
13:00
Speaker 1
it, hold on it, it's saying it's creating login access. it's asking again to reset. ah, okay, give me a minute. okay. complete setup I don't want to continue setup. oh, okay, okay, okay, okay, okay, okay.
14:00
Speaker 2
Even if you have a very strong connectivity, if firmware is no more updated, that's why it's having a hard time. How is it? [silence]Okay. can you try to close the app please? [silence]Then try to reopen it. [silence]Because we don't need to reset anything. It's already set up. I I don't want to continue set up.
14:00
Speaker 1
And now it's giving me complete setup or quick setup. Okay, checking saying the internet is connected and it takes me back to use the Wi-Fi again the same thing. No. [silence]
15:00
Speaker 2
Complete setup. It's looping. Is there an option there to log out? Uh, can you try to uninstall and reinstall the app, man, so that it will let you, uh, set up from the start? Yeah, it does. And then tap on OK to initialize. Uh, in the, the, the log out, button tap on that, OK?
15:00
Speaker 1
Okay. Jimmy. May I place you on hold really quick? Thank you.
16:00
Speaker 2
Okay. Uh, try to reopen it ma'am. K Okay, try to rename it. iti Galug in or login? Okay, all right, go ahead. O K
18:00
Speaker 1
So, but it sounds to me for email. So input our email. Okay. So then I put skip for now. Okay. Give me a minute. Skip for now. Create your router password. So what do I put Harriet? Okay. [silence] [silence]
19:00
Speaker 2
Okay. Looks like you have an option there log in using router password or local access. No, you don't need to use an email and password because email and password is no longer being supported. So you need only to log in using router password. Skip for now. Perfect. [silence] Okay. Yeah. That router password is service as your login credentials in the linksys app because email and password is no longer being supported. Create router password.
19:00
Speaker 1
So if you need to do what I need. Hello. Think think think think. Oh my gosh. Uh, this can have the same character twice in a row. Okay. Oh, my God. It doesn't let me put numbers the same numbers? okay. Okay. logging in. configuring your Wi-Fi network. [silence]
20:00
Speaker 2
Yes, ma'am. It should not be repeated letters, numbers, or characters. . Uh huh.
21:00
Speaker 1
It's uh saying that it's uh configuring. Yeah, it's almost done. Okay, looks like you're not connected to your Wi-Fi. Please follow the steps, go to your phone settings
22:00
Speaker 2
How is it right now? Configuring. Okay. Okay. Okay. Let me just confirm if
22:00
Speaker 1
uh... yes, mm-hmm. okay. yes, it is. for? yes uh-oh. we got it. right. okay. so now I uh logging in uh
23:00
Speaker 2
Earlier, did you try to rename your wi-fi? In the app? OK. Can you try to go to, I just minimized the Linksys app because we're going to go back there. Try to go to the wi-fi settings of your phone and then check if the wi-fi that you renamed earlier is now showing. Okay. All right. Try to connect to your wi-fi. And then we'll go back to the app. So currently right now, um if you're connected already to your wi-fi, is this the correct wi-fi name? OK. Uh-huh. Uh-huh. Uh-huh.
23:00
Speaker 1
Yeah, it looks like, let me. Got it. Okay. That'll be all. Thank you. Thank you so much for all your help. Have a nice. Thank you, too. Bye-bye.
24:00
Speaker 2
Okay, so were you able now to connect and open the app? um-hmm, all right. So automatically, ma'am, uh, your devices also that was previously connected to your Wi-Fi, if you have the same Wi-Fi name and Wi-Fi password, they will automatically connect. Um-hmm. All right. Anything else I can assist you? You're welcome. All right. You have a nice day ahead, ma'am. Bye-bye. Bye-bye.
24:00