V2 Rubric Detail — adcd9478-7f9b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 15:50
Duration
40m 10s
Contact
503-551-5071
Issue Type
Password/Login
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00137095
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unknown devices on the device list
⚠ 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
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall46.6% (-5.4)

V2 Grader Summary

The agent attempted to address the unknown Android device by guiding the customer through MAC‑filtering, which is the correct technical path, but failed to verify removal, left the admin‑password lockout unresolved, and did not provide clear next‑step timelines. While ownership was demonstrated, the lack of a definitive resolution and missing follow‑up steps result in an ownership gap.

V1 Case Analysis

Customer sees unknown Android device on router. Agent advised MAC‑filtering to block the device, attempted to add MAC address but customer could not complete the step. No definitive removal achieved; customer will call back.

Troubleshooting Steps
  • Collected phone number and created ticket.
  • Explained that unknown devices should not appear without permission.
  • Suggested MAC‑filtering to block the device.
  • Guided customer to Wi‑Fi Settings → MAC Filtering and attempted to add the MAC address.
Key Observations
  • Agent did not address the customer's admin‑password lockout issue.
  • Instructions for adding the MAC address were unclear; customer received an "invalid MAC address" error.
  • Long periods of silence and hold time reduced call efficiency and control.
Positive Highlights
  • Collected the customer's phone number and supplied a ticket number for reference.
  • Suggested a valid security measure (MAC filtering) to block the unknown device.
Agent Errors / Gaps
  • Failed to resolve or provide a clear path for the admin‑password lockout.
  • Did not verify the correct MAC address format before asking the customer to add it.
  • Did not confirm whether the unknown device was actually blocked after the MAC‑filtering step.
  • Provided no concrete follow‑up schedule; left the customer to call back on her own.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still sees the Android device listed as online after MAC filtering; agent did not confirm successful blocking or resolution, and call ended without verified fix.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided customer through MAC filtering steps, but did not verify if the device was actually blocked, skipped checking WPA3 compatibility or guest network isolation, and failed to resolve admin lockout.
R3 Met Correct resolution path conf 90%
Agent correctly chose MAC filtering to block the unknown device, aligning with KB guidance for unauthorized access; no escalation needed for this OOW-capable troubleshooting path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (unknown Android device) and asked about cameras/TVs, but did not ask about router model, firmware, or whether WPA3 was enabled, missing key diagnostic context.
T2 Met Appropriate tools / resources used conf 90%
The agent used the web UI instructions for MAC filtering appropriately. While the agent struggled with the 'Remove' button, the primary tool for the requested resolution (MAC filtering) was used correctly as per KB.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated there was a 'remove' option for devices in the UI ('there is an option to remove that device, ma'am'), which the customer could not find; KBs (universal_wifi_security.md) describe identifying and changing passwords or using MAC filtering, but do not list a 'remove' button for connected devices.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent kept the call moving but had long silences, unclear hand‑offs (‘I’ll be right back’), and did not clearly summarize next steps.
C2 Partially Met Confirmed understanding conf 85%
Agent used plain language and repeated instructions, but occasionally used vague phrasing and did not confirm the customer’s understanding at each step.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and attempted to resolve the issue themselves.
O2 Not Met Proactive follow-through conf 90%
Agent never gave a concrete timeline or clear next‑step summary; the customer was left to continue troubleshooting on their own.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent thanked the customer for waiting and apologized, showing some empathy, but overall tone was procedural and lacked deeper reassurance.
X2 Partially Met Tone & rapport conf 85%
Agent responded to the customer’s questions but did not noticeably adjust pace or style to the customer’s frustration level.
X3 Not Met Overall experience conf 90%
Customer had to repeat information, navigate unclear UI steps, and spend extra time trying to apply MAC filtering without clear guidance, increasing effort.
Call Transcript60 turns · 64 lines
Speaker 1
Yeah, good morning. My name is Donna Hogue, and I'm calling because I called about a week ago about unknown users on our router or unidentified devices on our router, and whoever I spoke with had me log in on my laptop to a website, but I didn't write that website down so that I could go in and tell. Was it mylinksys. local or something like that?
00:00
Speaker 2
Welcome to Link's 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. Hi, thank you for calling Linksys support. Gigi can help you today. Can you tell me what you're calling about?
00:00
Speaker 1
myrouter.local. Okay. Now I have a silly question, but I'm just trying to understand this because so I have the Linksys app on my phone. And so from there I can go in and change our Wi-Fi password and boot everybody off. But what seems to happen is every time I and I've had to do this numerous times. We have seven devices that are connected to our router via Wi-Fi. And so then so I just went through this last week. I went in, changed the password on everything and then now there's an unknown Android device. So I don't understand.
01:00
Speaker 2
No, ma'am. It's myrouter.local. OK. I'm on the wireless network.I'm on Majors, and you're going to tell me how to stay on this wireless network?
01:00
Speaker 1
How, how that pops up? It just says, it just says, it doesn't say unknown. To me it's unknown, but it's an, it just says Android device. 2.4 megahertz. But I don't know. It's not anything I connected. It's not one of my, so now there, now it shows up that there's eight devices connected. It's not one of my seven. Hello? Yes. Okay. [silence]
02:00
Speaker 2
I see. So, Unknown. what's the error ma'am unknown Android device? Mm-hmm. yes hello ma'am yes okay before I proceed with that, may I have your phone number ma'am let me try to pull up your record.
02:00
Speaker 1
It's 5-0-3 by 5-5-1-5-0-7-1. Correct? Mhm. I'm sorry, say that again. Yes, uh huh.
03:00
Speaker 2
[silence]sandermis Donna Holgeright [silence]think you having it Max 62 hundred going to expire any my so two hundred
03:00
Speaker 1
So can, my question is, can they pop up on my router, even if I didn't connect it? So, like, we have a fire stick and so I have to, so then once I change our password, I have to go when we when I go to Amazon, like the fire stick on TV, I have to it tell, it automatically pops up that I need to change the password. So we have a fire stick and all, I have seven devices that I connect via that wi-fi. So can I, so like this Android that keeps popping up, if I have, can something pop up? [silence]
04:00
Speaker 2
Do you have any TVs, ma'am, or any cameras? Because usually those are your Android devices and I
04:00
Speaker 1
up that is in our house that I have not connected. If that makes sense. Okay, well, that's my thinking, too. That if I've not, so I've connected all my devices and I know I have seven because I've got them listed out. I understand all that. But now there's another one that pops up that says Android device. So, I don't know if somebody has hacked in, I don't know if they mean any harm or if they're just using Wi-Fi or is it something? [silence]
05:00
Speaker 2
Yes, ma'am. actually, yes. uh okay, that's actually a good question ma'am but mostly if you will not connect the device it should not show up in there. I
05:00
Speaker 1
Okay. [silence]
06:00
Speaker 2
Okay. Um, ma'am, for that question, I'll just need to clarify things, ma'am. Um, can you give me two to three minutes? I just need to place you on hold to check on something. Okay. Just stay on the line, I'll be right back, okay? [silence] Hello, ma'am. It's Donna. Hi, ma'm. Thank you so much for patiently waiting, ma'am. Um, based on what I have Here it shows that it should not be connected without permission. So those devices should not be connected without your permission. Great. It will ask for a password. Okay. The instance says is that you might not have recognized, ma'am, that you have an Android device, because some mostly TVs or cameras or printers, maam, those are labeled Android. Do you have any of those?
06:00
Speaker 1
When you say camera, do you mean like within the TV, or I don't know what you mean when you say camera? Are you there? Okay. okay. okay. okay. okay, that's, Okay. Yes, uh-huh.
13:00
Speaker 2
uh-huh yes ma'am okay it should not yes okay so the last troubleshooting yes the last thing that you did with the previous technician is change your Wi-Fi password right okay so right after that it still shows up uh the android device
13:00
Speaker 1
So what happens is, so I changed my password this past week. I went in and I updated it on all my seven devices. And then after like a few days, so that I check it every day now, because I'm looking, seven devices, seven devices. Well, now, like on day three or four, it says there's eight devices connected. And so, I'm like, what is the eighth device? And it's an Android Mobile. So, okay, well you've answered my question. I'm, I'll, I just, I don't know what to do why I'm having. How people are easily getting in, if that's what's happening, if somebody is getting in our system. I don't know how that's happening.
14:00
Speaker 2
Huh. Hmm. Oh, one thing that we can do for this one, ma'am, if you could
14:00
Speaker 1
Mm-hmm. Mm-hmm. Well, now I just got timed out. I have to change my so I'm and I'm signed in on the laptop and it's telling me that I've exceeded my attempts at my router password. It's not accepting my router password and I've done it probably five times now. So now I'm locked. Are you able to unlock that so that I don't have to change?
15:00
Speaker 2
Can recognize, uh, it shows up the details of the device, right? Uh, we can actually isolate that one, ma'am. If you can take note of the MAC address, we can block that. But then uh just in case this is your device, this won't be able to connect to your Wi-Fi. Uh-huh. Oh. Yes, ma'am, you can just.
15:00
Speaker 1
But I don't I don't want I don't want to I when I have to reset it then I have to make a new password, right? But then but then do I have to go reset it on all my devices again? Okay. Okay. Okay. Okay. Okay. All right. Thank you. Um, I'm I'm so once I'm in there, how do I because so there's different so they have different addresses. So I've had another Android device that shows up on here, but this IP
16:00
Speaker 2
Reserve reset password main. There's an option below reset password. You can just create, you can just use the same password mob. So after reset password, you can use the same password that you have before. Then that's it. Save password. book main. That's page you have right now it's just for you to login on your Linksys page. book book Yes, your Wi-Fi password stays the same.
16:00
Speaker 1
It is different than that one. So when I'm in when I'm logged in on the laptop, I know I can go in and sweep, but then I have to sweep every everything off, don't I? Or how do you isolate? Okay. Okay, so I'm going to try to um let's see. I'm going to see if I can do this. I just reset it. Okay, so now I'm in. So now I'm looking I'm going to go to my device list.
17:00
Speaker 2
There is an option to remove that device, ma'am, and blocked it. Yes. Okay, good.
17:00
Speaker 1
Okay. Yeah, there's an Android mobile on here. It says it's online. So how do I get that one off? It says, do I edit it? I don't see an option to re, know. It says I can edit. I can edit or I have an okay or I have a cancel. Okay. Thank you.
18:00
Speaker 2
Okay, if you tap on the device ma'am, there's an option to remove, or there's an option to remove it. You should see a remove option. No. Okay, let me just check on that, okay? Just give me two seconds.
18:00
Speaker 1
Yes. I'm not sure what you're saying. I see the boxes, it shows everything that's connected, like router, my phone, Fram ★. My printer, iPad. I see all those. And then there's an Android device. It says, Android mobile online. And when I click on it, what pops up is it just says, Android mobile, and then in the top right, I've got an edit. So let me click on the edit. What the edit does, is just allows me to um change the name. Uh-huh.
19:00
Speaker 2
Yeah. If you can see, ma'am, on the upper right of the box, I mean, you have smaller boxes where you have your devices that are connected, right? [music] [silence] Change the name. Yes. But then, ma'am, on that page, before you tap on the device, there is this [music] let's click on [music]
19:00
Speaker 1
Uh-huh. Uh-huh. Uh-huh. So it just, what it does is it takes me back to where I was. Then it pops up and it says Android mobile, edit. And then on the bottom, it says okay or cancel. I don't have a remove. There's a learn more. There's a learn more, um, and then that just takes me to a whole different page. I don't have a remove. So the only, the only, so if I sweep, if I sweep all these devices off, do I have to go in and put reset my password on everything? So, because Uh.
20:00
Speaker 2
figure of the uh the device and then the name which is the android and then if you check on the upper right there's a small x mark I see I'm sorry what was the question again miss I was not able to hear that
20:00
Speaker 1
Okay, I don't have a removed that I can see. I don't have a device or anything that says removed. I do see that check, but the check box on each one of those devices that are listed, they're not highlighted. Only two of them are highlighted, but on this one, it's not highlighted. So, it just takes me to the device. I don't have an option to remove it. So, if I sweep, if I sweep, I'm going to sweep everything off, correct? All my devices I'm going to sweep? It will sweep only the ones that are offline? Oh. Okay. It doesn't sweep ones that are online. [silence]
21:00
Speaker 2
um. No, ma'am. Only those devices that are offline. Hmm. Hmm. Um. No, ma'am. Only those devices that are offline. Hmm.
21:00
Speaker 1
[silence] Oh, we must have a delay here. So I don't know, I don't know, I don't know how to get this Android mobile off without changing my password and I'm tired of having to change my password on a weekly basis. Okay, so let me um What is it I need to uh take note of on it? [silence]
22:00
Speaker 2
Okay. Yes. Yes, ma'am. I'm sorry for that. Hmm. Okay. How about this, maam? How about we do Mac filtering for this one? Uh, we will take note or take note of the Mac address and the details of that device. And then let's go to one of the settings on your LinkSys. Mac address map. Okay. Okay. Oh,
22:00
Speaker 1
MAC address okay C six eight oh B seven C okay I got the MAC address. uh-huh. Wi-Fi settings okay yes okay yes I see those oh [silence]
23:00
Speaker 2
Okay now ma'am please take note of that MAC address and then kindly go to the bottom of the page there's wi-fi settings on the left side. Yes and then under wi-fi settings you'll have uh four options: Wireless, Max filtering, wi-fi protected setup and advanced. Okay. Yes. So go to Max filtering and then
23:00
Speaker 1
Allow access for only the listed mac addresses. Oh, no, I see, enabled. So click the enabled box. Okay. Enabling mac, okay, so then it pops up and says, enabling mac filtering will disable WPS. Do you want to continue? Okay. All right. Yes, that's what's that's what's checked.
24:00
Speaker 2
uh, max filter. There's a small box that says enable, yes, okay. Yes, continue with that, ma'am. Okay. And then there is an option to allow access for only, I'm sorry, uh, deny access for the listed mac addresses. right, okay, on the right, yes, on the right side, there is an option for you to add a mac.
24:00
Speaker 1
Okay. Do I do I add it? When I'm in there, it's the Mac filter list. I can't check in the box. So do I add a Mac address? Okay. And then put in that address. [silence] Okay.
25:00
Speaker 2
Okay. Can you copy the MAC address you took from the device lift save it on the? [silence] Yes, add the MAC address, ma'am. [silence] Yes.
25:00
Speaker 1
I hope I did it, right? And then say apply. Do I do, I do, I hit the apply button? Oh, it says invalid MAC address. Let's see, is that a zero? Let's see, let's try zero there. Okay. Let me cancel this. I need to go back here. Bear with me. So, MAC address. Copy. Copy. And where did I go? Wi-Fi settings? Okay. Okay.
26:00
Speaker 2
But what does it say now after the apply button? [silence] [background music] [silence] Yes. Wi-Fi settings and Mac.
26:00
Speaker 1
MAC filtering and then add MAC address and then paste. Okay. And then apply, correct? Your router is applying the changes. The action you perform may cause devices to temporarily lose connectivity. This may take a few minutes. Please wait until the operation is completed. And then it says okay. Do I go ahead and say okay? It's doing its thing, I hope. Okay. So, I don't know if it's done or not, it stopped.
27:00
Speaker 2
Mm-hmm. Mm-hmm. Yes. Mm-hmm. Yes. Okay. Okay. Yes, ma'am.
27:00
Speaker 1
doing the circle thing so should I go uh huh well then what makes it drop off how do you so it will still um it will still yeah see it does it still shows up but did it and it says it's online when I go back to my device list it says it's online the one that has an eye on it
28:00
Speaker 2
Mm-hmm. Mm-hmm. Okay. So, just to - Yes, ma'am. Just to inform you, that device might still shows up on your device list, but it won't be able to get internet or no connect to your Wi-Fi end, still stays online. Can you tap on the room eye con, ma'am? Uh,
28:00
Speaker 1
Okay. yes. It does. Correct. Mm hm. OK. So it's rebooting the router. Okay, let's see what happens.
29:00
Speaker 2
Yes, ma'am. Can you tap that, please? And it still shows online, right? Okay. Okay. On the top of your device list, ma'am, you have an option to add a device, or refresh, or the broom icon, right? Okay. Can you tap the broom icon, ma'am? And you don't have to worry because it will not remove your devices that are already connected? [silence]
29:00
Speaker 1
It's doing its thing. It's going in circles here. It says waiting. I didn't realize that it only swept the ones that are off line. I thought it swept everything off. [silence] It's still circling.
30:00
Speaker 2
Is it still showing up in? [silence] Is it still showing up in?
30:00
Speaker 1
doing the circling and it says waiting. It seems like it's taking a long time to do that. [silence] Okay. Thank you. Okay. Thank you.
31:00
Speaker 2
uh-huh. Yes, yes. I'm still trying to check on that man. Um, Okay. Because we already did uh filtered that um Mac address of that device and it should not be able to connect anymore ma'am can you give me another minute ma'am like a just one to two minutes please stay on the line. Thank you ma'am. I'll be right back, okay? Thank you.
31:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] Thank you for listening to this podcast hosted by me, the AI named Bob Popple, and powered by curiosity. [silence] IP 119.192.168.119.119. Yes, I'm here. [silence] Yes. [silence] Correct. [silence] Yes. [silence] Yes. [silence]
35:00
Speaker 2
Hello, Miss Donna. Ma'am. Hi. Thank you so much for patiently waiting. Okay. You mentioned, ma'am, that you only have seven devices, right? Okay. Uh, how about this? Um, can you copy all the Mac addresses of those seven devices? Okay. Put it on a notepad. And then, um, mhm. Okay. And then we will change again, uh, your Wi-Fi name and your password.
37:00
Speaker 1
Okay. Okay. So actually, I don't have time to do this right now at this time. Um but what so what happened when I just swept it is it removed cuz I I go in and I label everything like my iPhone, my husband's iPhone, it removed the names of all my devices. Yeah. So now, now they show up and so now, now I have to -- so I do need to write down IP's or Macs but um, yeah. But it it took the names off. So anyway, thank you
38:00
Speaker 2
And then we will only allow those seven devices to connect. Like we will change the settings. Okay, so for now, copy all the Mac addresses and let me know once you're done.
38:00
Speaker 1
I'll have to call back. I have somewhere I need to be. Uh-huh. Okay. Okay. Okay. Okay, I'm ready. I'm ready. L E S. Oh, T, L T T S Okay, uh-huh. Okay. Okay. Thank you very much. Thank you.
39:00
Speaker 2
Okay. Yes, yes. Okay, let me provide your ticket number, ma'am, uh for your reference in case you need to call us back again, okay? Okay. I'll take note of the next uh or the possible troubleshooting that you'll do with uh in case you need to call us back so that you'll have uh you will go ahead with the uh troubleshooting. Anyway, if you're ready, I'll provide your ticket number. Okay, yes, ma'am. So that will be L L P T L T P T. T T. T for Tango. L P T. Yes. Uhm-hmm. And then 00137095. Okay. You're welcome, ma'am. [silence]
39:00
Speaker 1
Thank you. Uh-huh. Thank you. Bye-bye.
40:00
Speaker 2
Have a good day. Please stay safe, and feel free to call us back.
40:00