V2 Rubric Detail — a085fe2c-637b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:50
Duration
24m 2s
Contact
Matthew Lawrence
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132665
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping connection
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.94/5
Technical2.50/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall39.6% (+7.6)

V2 Grader Summary

The agent failed to resolve the WiFi dropping issue, prematurely suggesting factory reset and concluding with 'not much we can do.' While some troubleshooting steps were taken (firmware check, DHCP re-enable, channel adjustment), the approach lacked logical sequence and technical depth. No clear next steps were provided, and the interaction closed without resolution or proper escalation, resulting in an Unresolved outcome.

V1 Case Analysis

Customer reported multiple SSIDs, Wi-Fi drops, and speed concerns. Agent advised re-enabling DHCP, checking firmware, renaming SSID, and changing 5 GHz channel to 48. Provided incorrect guidance on channel transitions. No model/serial collected. No confirmation of fix.

Troubleshooting Steps
  • Checked and re-enabled DHCP server in the Local Network tab.
  • Instructed to check for firmware updates via the router's web UI.
  • Guided to rename the SSID and toggle Wi-Fi off/on.
  • Advised to change the 5 GHz channel to 48 and avoid high DFS channels like 149–161.
Key Observations
  • Agent never asked for or recorded the router model or serial number, a critical protocol failure.
  • No verification step after configuration changes; outcome was never confirmed.
  • Provided materially incorrect technical advice: falsely claimed that switching from channel 48 to 161 'might cause a problem' and 'cannot jump to too far' ([21:00]), which contradicts Wi-Fi standards and Linksys KB guidance.
  • Long silences ([09:00], [17:00]) and lack of call control; customer had to re-engage the agent multiple times.
  • No empathy expressed despite customer frustration and paid support context ($15 fee mentioned at [04:00]).
  • Ended call without recap, escalation path, or scheduled callback, leaving customer with vague self-help and incorrect guidance.
Positive Highlights
  • Attempted to guide the customer to re-enable DHCP and check for firmware updates, which are valid troubleshooting steps.
  • Suggested renaming the SSID and toggling Wi-Fi off/on to resolve naming confusion, a reasonable action for SSID visibility issues.
Agent Errors / Gaps
  • Failed to collect essential product information (model, serial), violating core support protocol.
  • Did not confirm whether the router rebooted or the changes took effect after each step.
  • Provided factually incorrect guidance on 5 GHz channel selection: falsely claimed that switching from channel 48 to 161 'might cause a problem' and 'cannot jump to too far' ([21:00]), which is not supported by Wi-Fi standards or Linksys KB. This advice could mislead the customer into avoiding valid, less congested channels.
  • Poor call control — multiple long silences ([09:00], [17:00]), lack of structure, and reactive handling.
  • Lack of empathy and no acknowledgment of customer frustration despite mention of paid support ($15).
  • Ended call without confirming resolution or setting a clear next step, resulting in operational abandonment and potential harm from incorrect guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded with 'not much we can do for now' and closed without resolving WiFi drops or explaining limitations; issue remained unresolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent had customer check firmware and re-enable DHCP server, and adjust WiFi channels — relevant steps — but did not follow a logical sequence, skipped power cycling, and failed to diagnose root cause of drops.
R3 Not Met Correct resolution path conf 95%
Agent immediately suggested factory reset as 'only option' without troubleshooting; later admitted 'I'm not sure what to do with it' — failed to pursue best-effort path despite customer paying for support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified WiFi drops and channel settings as possible factors, but did not ask diagnostic questions about timing, affected devices, or recent changes; root cause not determined.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used router interface (via customer) to check firmware and settings — appropriate tool use — but did not leverage logs, site survey, or interference analysis tools that would have been relevant.
T3 Partially Met No misinformation conf 90%
Correctly advised 5 GHz for speed vs. 2.4 GHz for range; inaccurately claimed channels 149–161 'cannot jump to too far' and advised avoiding them without mentioning DFS radar detection — misleading technical explanation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but lost direction multiple times (e.g., 'I'm not sure what to do with it'), had unexplained silences, and failed to set clear expectations for resolution path.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language and answered customer questions, but failed to confirm understanding when discussing technical topics like DHCP or channel selection.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on case and did not transfer, but suggested factory reset prematurely and disengaged with 'not much we can do' — demonstrated ownership but incomplete follow-through.
O2 Not Met Proactive follow-through conf 95%
Agent provided no clear next steps, timeline, or follow-up plan; closed with 'observe the connection' — vague and unactionable.
O3 Met Closure confirmation conf 90%
No prior history indicated; agent referenced customer's actions (e.g., DHCP change) and built on them — continuity was maintained within this interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope but not resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred — E2 not applicable when E1 is Not Applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and patient, acknowledged customer effort ('thank you for your time'), but did not explicitly recognize frustration or repeated effort; generic closing.
X2 Partially Met Tone & rapport conf 80%
Agent adapted pace to customer and allowed exploration of channels, but did not proactively check comprehension or adjust when customer expressed confusion about channel logic.
X3 Partially Met Overall experience conf 85%
Agent avoided unnecessary repetition and had customer perform relevant checks, but introduced confusion by suggesting WiFi name change to fix phantom network, increasing effort.
Call Transcript32 turns · 37 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. Yeah, I'm not sure what happened. Is that after you connect to the other Wi-Fi? Uh, I guess, that's, I don't know, a glitch maybe. Oh. [silence]
00:00
Speaker 2
Hey, Joe.
00:00
Speaker 1
No, unfortunately, the only option is to set it back to the factory settings. The original settings of the router. But we can check the firmware though, if it's updated. I have not checked on that. Okay, then you go back to your computer and check for updates. Just go to, go to this same IP address that I gave you. Do you still remember? Okay. Alright. Yeah. Okay, click the OK button and go to connectivity. And check for update. Click check for update.
01:00
Speaker 2
default settings. Reset. On this I can do. Hm. Okay. Yeah, I'm I'm here. Yep. I'm here. I'm here now, I'm still there on my, my computer never went away. It's fine. My desktop connectivity. Okay. Okay.
01:00
Speaker 1
So it's up there. It's disabled though. Under connectivity? Uh huh. Can you check uh...
02:00
Speaker 2
It says, no updates found. Mhm. I uh another thing, I had uh when I went when I went to settings a little bit ago, I had dhcp server enabled. I had it checked and I unchecked it. I did do that too. I forgot. What does that do? It was in yeah under connectivity. You'll go to the local network tab and then there's a. The DHCP server was, is was enabled. It had the check mark on it. Okay. So I will click that back on. I didn't realize that one. Okay. Yep. Okay. It is connected or it's applied the enabled for that. Right.
02:00
Speaker 1
No, I I'm not sure I have those. I can't reset it, but because it won't. I
04:00
Speaker 2
Yeah, I don't know why it's reporting a separate uh broadcast for a Wi-Fi network. I don't know where that, I don't even see it on my uh list under the Linksys Smart Wi-Fi tool, like a network map. I checked that. There is an odd network device on my network map that I, I think it's the modem actually, and maybe that is the modem. because it's hard to it says it's direct connected. Of course, I know. Yeah, it's okay. All right. Well, I paid 15 bucks to see if you could help me with any of this, but I guess, it's just not uh, Yeah, cuz I don't, I don't know where, yeah, I don't know where that Yeah, now it's saying like, 560, like... I don't know what to make of that. Hmm. Maybe there's my phone.
04:00
Speaker 1
[silence] devices can recognize that again alright go to a Wi-Fi settings and change that name to something else you can just put underscore 2.4 or something like that anything that will make it different from the original name then click apply [silence] All right, maybe it's still restarting. The Wi-Fi's still restarting. Maybe the Wi-Fi's still restarting. Or the router's still restarting. You can toggle off the Wi-Fi and toggle it back on. Just quick off and on.
09:00
Speaker 2
That skippy small disappeared as well both of them disappeared now it's just underscore 2.4. You say? I'm sorry. What was that? Okay. Okay.
11:00
Speaker 1
So there's only two names, right? Not three. Well, I guess that fixed a problem, but how about we set it back to original name?
12:00
Speaker 2
The two the I did it like you said and the underscore 2.4 is showing but the second one that had the via Len us underneath it it's it's not showing at all. Yes right correct [silence] Are you there?
12:00
Speaker 1
Yes. I'm here. I'm here. So can you set it back to original name? Keep it small.
13:00
Speaker 2
Okay. Yeah, let's see what Happiness. Yeah. It's that sweet yes Skippy small the now there's three
13:00
Speaker 1
I guess it's, it's kind of like the settings of your phone that it remembered, the, the name. But it should not be as available network, though. Oh, I'm not sure. The, the router is for sure working at it. If you change it to the Wi-Fi, um, I mean, if you change Wi-Fi name, it'll only shows two name. But it's it's really new to me this case same me. So I'm not sure what to do with it. Unless unless you want to keep the the name. Unfortunately, you will see three names if you keep that or change the Wi-Fi name over 2.4. So, or you leave it like that for now? [silence]
14:00
Speaker 2
again when I went back to skimpy small well you and... he is in this Right. You might be right because I I downloaded the Linus app and maybe that's a feature of the app or something. I'll have to look into that. Okay. It's it should be a
14:00
Speaker 1
I'm sorry, I have no knowledge of the video you're referring to. No, that's good. Oh, This one four is for wider range, but that's the opposite of the five gigas. The five gigas does not have a wide range for Wi-Fi. But speed is really It's really good compared to the two frame four.
15:00
Speaker 2
And then for bag... that says 400, 420. Yeah, but how is my pull in so much more for the five than the two point four? Like, that's... Well, yeah, that's what I'm saying, but the two point four...
16:00
Speaker 1
[silence] No, it just does just how it works. 2.4. Usually up to 100 Mbps, but you're getting half of that 100, that's 50, sometimes 100 Mbps. [silence] No, uh, I mean that's possible, but it's only not the case.
17:00
Speaker 2
Oh, okay. Yeah, but I'm getting - spectrum is providing me a gig. So I'm supposed to be getting like - and I know you don't get the whole thing, but like you said, I thought I should be pulling like 400 or 500 maybe with a 2.4, like 100 to 200, something like that.
17:00
Speaker 1
If you want a speed, always connect to 5 gig hertz. The 2.4 is for uh wider range if you're too far from your router. But if you're nearby the router, around 30 feet or so, I always connect to 5 gig hertz. [silence] Through wi-fi or through cable? That'll reach the channel, uh might be a channel issue. So for now, what we can do is to observe the connection as of right now. Since the problem is dropping, we don't know when it's going to drop. So it's really hard to tell if it's [silence]
18:00
Speaker 2
O-Kay. [silence] O-Kay. [silence] What was explaining why you're getting so many dropped I'm getting a lot of dropped signals too like my signal keep dropping through Wi-Fi.
18:00
Speaker 1
now fix or are not? Fully hard. So maybe it did fix a problem after we changed the channel, but we have to observe it. Okay, sure. So you have other questions or anything I can, um, I guess that's all we can do for now. Let um, serve. Okay, we adjusted the, the Wi-Fi. So, not much we can do for now. Um, uh, do not. Wait, how many channels do you see there? Is it can channel for the.
19:00
Speaker 2
okay. okay. okay. okay. okay I think that's it. no, do you have any other suggestions or Anything or Okay I'm just gonna play around with the channels. how many channels do I see? its Extra Voice
19:00
Speaker 1
yeah for the five gigahertz yeah yeah Wi-Fi settings what did you say the the channel was it was hundred fifty three right or hundred fifty seven I forgot the five gigahertz I mean before we changed that to forty eight it said something about a hundred but what was the channel before it was hundred forty nine right or hundred fifty three
20:00
Speaker 2
0 for the 5, let me, was it under Wi-Fi settings? Um, there were a lot of like, 12345678, 10, 11, 12, 13, 14, 15. Yes, the 5 is, Yes, the 5 is set at 48 and the 2.4 is set at channel 11.
20:00
Speaker 1
Oh, okay. Maybe that's the reason why it drops a connection. I'm not sure though. I'm sorry, sorry, go ahead. Yeah. For connectivity issue through Wi-Fi, the the useful problem is the channel. It's congested. Now if if you select 48 to 161, uh that might cause a problem because it's cannot uh jump to too far. From it should be 48 to 36, then in auto. So you can select from 36 time from auto to 48. Don't not select 149 to 161. It's not good. [silence]
21:00
Speaker 2
It was 149. I think, it. The channel might have helped the five. Okay. and and that's because a lot of people use those channels.
21:00
Speaker 1
correct yes for 2.4 and I mean you could be right about that but how many neighbors you have there [silence]
22:00
Speaker 2
channels. Okay. So, what about the 2.4? because I read and I just read a- because I was changing it because I read online that the most the- the best channel that according to Google, the best channels to use is one, six or 11. But my theory is... Okay. But my theory is if Google is telling everybody to use channels one, six and 11, shouldn't those be the most congested? I mean, if they're telling everybody to use one, six or 11, wouldn't those be the most congested? Like, that doesn't make sense to me. So, that makes me want to do a different channel, so ones that most people aren't using.
22:00
Speaker 1
and I would suggest observe it for now, then you can change it later when you notice some problem with the 2, 4. Or you can set it back to auto. It's up to you. You can play around with the channel, though. Anything else? Show your patience and your cooperation with this. I hope you have a nice day. You take care. Thank you. Bye. Bye.
23:00
Speaker 2
okay. Okay. Okay. Okay. Okay. Okay. Sounds good. No, Gerald, thank you for your time. Yeah, you too, man. Thank you. Bye bye.
23:00