V2 Rubric Detail — b0cefe56-6f05-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 13:16
Duration
21m 13s
Contact
Denver Humphrey
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134432
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ 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.
⚠ Auto-Zero applied: Avoidance/Evasion — agent provided inaccurate information (e.g., 'eLynx' app), failed to diagnose, and dismissed the customer instead of resolving the issue.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-40.0)

V2 Grader Summary

The agent failed to diagnose the root cause after a power outage, provided factually incorrect guidance (e.g., 'eLynx' app), and dismissed the customer’s concerns. No resolution was achieved, and the interaction ended with the customer still questioning the cause of the issue. The agent avoided proper troubleshooting and escalation, warranting an auto-zero for evasion.

V1 Case Analysis

Customer reset router and cannot access Linksys app or web interface to change Wi-Fi credentials. Agent provided app-only guidance, failed to collect model or verify connection, and did not mention correct web UI (myrouter.info). Issue unresolved.

Troubleshooting Steps
  • Advised to connect to default Wi-Fi using credentials on router label
  • Directed to use Linksys app and log in with router password
  • Suggested force-closing and reopening the app
  • Recommended rebooting modem and router
  • Instructed to wait for parent node to turn solid blue
Key Observations
  • Agent never collected or confirmed the router model, serial number, or default Wi-Fi credentials, which are critical for accurate support.
  • Agent incorrectly insisted on using the Linksys app despite the customer already having it and being unable to log in, violating the transition guidance in universal_app_transition_notice.md.
  • Agent failed to mention http://myrouter.info, the correct local web UI address for SPNM/Cognitive Mesh routers, which is the primary alternative when the app fails.
  • Customer expressed confusion and frustration multiple times, but agent did not adjust approach or offer a concrete next step.
  • Call ended without confirming resolution, setting a callback, or escalating — leaving the issue open with no clear path forward.
Positive Highlights
  • Agent maintained a polite tone throughout the call.
  • Attempted to guide the customer through the app login process step by step.
  • Provided a ticket number (134) for future reference, which is good case management practice.
  • Acknowledged the customer's frustration and offered further assistance if needed.
Agent Errors / Gaps
  • Failed to ask for or confirm the router model/serial number and default credentials, a critical protocol miss for troubleshooting.
  • Did not verify that the customer was connected to the default Wi-Fi network before directing them to the app.
  • Provided app-only guidance despite the customer already having the app and being unable to log in, contradicting universal_app_transition_notice.md which states the app is no longer the recommended method.
  • Did not mention the correct local web UI address (http://myrouter.info) for SPNM/Cognitive Mesh routers, which is the proper fallback path per spnm_wireless_ui_guide.md and universal_app_transition_notice.md.
  • Did not offer any alternative troubleshooting path (e.g., web browser access, factory reset verification) when the app login failed.
  • Failed to set a concrete next step, escalation, or callback, leaving the issue unresolved and the customer without a support path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call still questioning why the reset was necessary and whether power loss caused the issue; no resolution or explanation provided.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested rebooting modem/router and checking LED status, but troubleshooting was not logically sequenced or diagnostic-driven.
R3 Partially Met Correct resolution path conf 85%
Agent recommended reset and app-based setup, which are valid paths, but failed to tailor the approach to the customer’s actual issue (post-power outage recovery).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No clear identification of symptoms; agent assumed actions (reset) without asking diagnostic questions or determining root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any diagnostic tools (e.g., web interface, IP check, logs) despite the issue being connectivity and configuration-related.
T3 Not Met No misinformation conf 98%
Agent inaccurately said 'just Google it' and referred to 'eLynx this app', which is not a real Linksys app, causing confusion.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lacked structure, jumped between app and web instructions, and failed to maintain control as the customer became frustrated.
C2 Not Met Confirmed understanding conf 95%
Used unclear terms like 'download eLynx this app' and did not confirm understanding when customer expressed confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent deferred to the app repeatedly instead of taking ownership of resolving the configuration issue.
O2 Not Met Proactive follow-through conf 95%
No specific next steps or follow-up commitments were made; interaction ended without closure.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced; this was a first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Customer expressed confusion and frustration, yet agent did not escalate despite unresolved core issue.
E2 Not Met Escalation prep & handoff conf 95%
No escalation was performed, and no details were prepared for handoff.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent dismissed customer with 'you're probably overthinking it' instead of showing empathy.
X2 Not Met Tone & rapport conf 97%
Tone remained unchanged despite customer frustration; no adaptation or engagement checks.
X3 Not Met Overall experience conf 96%
Customer had to repeat actions and navigate unclear app steps unnecessarily.
Call Transcript38 turns · 40 lines
Speaker 1
this is Lynxys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lynxys specialist. Hi, this is Regine from Lynxys technical support giving you a call back because you got disconnected earlier. Am I talking with Denver Humphrey? Okay. Oh yeah. I I I I I I Okay. Okay, that's good. So, when your phone is okay, your phone is connected to your Lynxys network and is able to
00:00
Speaker 2
You're off. You did. Yes, you are. I inadvertently did that. I had this iPad. I was on my iPad and I had it connected to my personal hotspot because I didn't have Wi-Fi. And when I closed the iPhone hotspot connection, there wasn't any Wi-Fi, so you said bye-bye. So that's why. But I'm on my phone now. So we're
00:00
Speaker 1
Okay, so what is the light indicator of the child node? Okay, that's good. This means you're all set up. Would you like to change your Wi-Fi name and Wi-Fi password here? Okay, kindly download eLynx this app, but since you're using your iPad, so let's proceed to access your web interface to change your Wi-Fi name and Wi-Fi password. Okay, kindly open a browser. Just Google it. But you can retrieve or recover your original Wi-Fi name and Wi-Fi password as it was before you reset the main browser.
01:00
Speaker 2
speaking
01:00
Speaker 1
So, would you like to proceed or just prefer the default name and password on the bottom of the main router? Okay. They two to land nationals at one. Okay, so since you want to use your iPhone, so make sure to download the Linksys app and family logged in using your router password.
02:00
Speaker 2
Okay. No, I don't want to do that. I want to use what I've got. So I can go. Yeah, let me go to the iPhone. Open that up. I've got the app here, I do believe. I think. No, I've got I've got I've got the app. I already have it downloaded. I think. Okay. Right now it says add an existing router or mesh route.
02:00
Speaker 1
no need manage your Wi-Fi yeah because we already added successfully set up your linksys mesh system yeah but if it asked you to change your Wi-Fi name and Wi-Fi password then you may now proceed to do that if they you have the option to skip okay try to log out yeah kindly log out.
03:00
Speaker 2
If I system. connect to his wife I name. How do do that? Well my choices are in existing router or mesh Wi-Fi system or set up a new router or mesh wife system system. Uh now it says log out. and find my router. All right.
03:00
Speaker 1
Yeah, that's it. manager, manager Wi-Fi since you already. set up your links. say. devices. And, good. Yeah. clicked router. Yes. Click router or skip for now. Okay, which means you are not connected. Are you connected with your VCelo? setup? Your Wi-Fi name starts with underscore VCelo. setup.
04:00
Speaker 2
And as choices, now are manage your Wi-Fi or set up a new Wi-Fi network. All right. It's asking for my email and a password. Or do I use the router password? Router password is what I want, yeah. Go to your phone settings and tap on Wi-Fi. Well, I can't just use my existing password that I have, the SSID and password of your Wi-Fi network, which you have set up [silence]
04:00
Speaker 1
Did you change yet? Because I guess we did not. Yeah, but that's our goal. We need to log in to the Linksys app to change your Wi-Fi name and Wi-Fi password because after we reset your Linksys mesh system to its default name and password labeled on the bottom of the parent node. So make sure you're connected to that credential so that you can log in to the dashboard of the Linksys app and then change or configure your wireless settings. You can retrieve or recover your original Wi-Fi name and Wi-Fi password. But at the moment, you need to connect with your Wi-Fi using the default credentials that are listed on your main node, which is Linksys smart Wi-Fi. Once you connect, you can then access the app, log back in, and re-configure your specific settings.
05:00
Speaker 2
and the password. I have my, no, I didn't. I mean, I changed it from the factory, yeah. So, what you're saying is I've got to set up a new Wi-Fi network.
05:00
Speaker 1
your main router uh so that we can access the lynx's app dashboard. Yes, you use the credential shells labeled on the bottom of the parent node for the meantime because we cannot log in if you're not connected. Yeah, because in short, we start from scratch. We start from the beginning.
06:00
Speaker 2
because you're probably overthinking it, OK? I might sound super condescending, but like you don't have to. All right? You're fine. You don't have to. Because you're probably overthinking it.
06:00
Speaker 1
Okay, that's good. And then go back to the Linksys app. Manage your Wi-Fi and then log in using your router password. And for the router password, use the password on the bottom of the parent node.
07:00
Speaker 2
It's getting connected now. [silence] Yeah. [silence] I can't find a place to add that.
07:00
Speaker 1
and you give that access to access it using your router password? And Okay. So once you're connected with your linksys network, sir, can we open the linksys app? And Router password. And delete check if you're connected. Is there a
08:00
Speaker 2
No. No. Just login to your email or router password. To login with router password, first connect to your Wi-Fi.
08:00
Speaker 1
check mark beside with your underscore valo setup and then check also if you can browse or access the internet Yeah, it's okay maybe you can use magnifying glass or take photo.
09:00
Speaker 2
I hang on a second. There you go. Phillip set up five six five. I got you. We're on the same page now. But seeing this password might be a problem. I don't know.
09:00
Speaker 1
Okay, so are you on the dashboard of the Linksys app? Not quite. So you're trying to log in.
10:00
Speaker 2
well looks like that worked. not yet. no it's saying uh
10:00
Speaker 1
So maybe you can try also to force close and reopen the Linksys app to refresh.
11:00
Speaker 2
Nope, I'm not seeing the dashboard. [silence] There we go, we're connected. Now I get a chance to, yeah, all right.
11:00
Speaker 1
To the router. Okay. Are you still there? Okay, so what seems like the issue when you try to access the Linksys app using your router password. Okay, no need to log in via Linksys account, sir. I asked you to log in using your router password locally. [silence]
12:00
Speaker 2
I'm still here. Yes, linking to my account now. Yeah, I did. I did. I said this could take up.
13:00
Speaker 1
Because you reset the main router, sir. Once the main router reset, yeah. You really need, yeah. But for example, yeah. For example, if you don’t have any internet connection,
14:00
Speaker 2
[silence] what would cause me to have to go through this oh I know I know huh I know I know why I'm having to do this but why did I have to reset it
14:00
Speaker 1
You really need, you can also try to reboot the modem and the main router from Linksys. Maybe you can wait. 30 seconds, maybe you can wait 30 seconds. Yeah, purple lights are indicating that it's ready for setup, which means the main router was reset. Yeah, and once the main router, Um, Yeah, but before reaching out to us, you mentioned earlier that, the main router is solid purple, right? So I tried to ask you earlier if you reset the main router and you mentioned that yes.
15:00
Speaker 2
Oh, I've done that many times. I have, I've had to do that. Yeah, I've had to leave that many times. So I just didn't know why I had to go through this process right now. I've never had a purple light before. Yeah. I was just asking why? Nevermind.
15:00
Speaker 1
that turns the purple
16:00
Speaker 2
Well, right now, I had to, I went in to connect to the new Wi-Fi. I'm trying to figure out what I'm supposed to do now. [silence]
16:00
Speaker 1
Click the menu icon there. and then go to the Wi-Fi settings to change your Wi-Fi name and password. And it's changing. That's okay. So wait for the parent node to turn solid blue. And then after that, reconnect your devices to your Linksys network using the new Wi-Fi name and Wi-Fi password. Okay. Yeah, because it's trying to reconnect. But while waiting for the child node to turn solid blue, can we reconnect your phone?
17:00
Speaker 2
Yeah, I've already done that and right now, it's flashing red though. Yeah, the parent node is blue, solid blue. Child node is flashing red.
17:00
Speaker 1
Well, your other devices to your LinkSys network. And then check if you can browse. Were you able to access the internet? Okay, that's good. And child node is still blinking blue. Okay. So you can now proceed to relocate the child node. Yeah, and I'll also provide your ticket number, so just in case you call in.
18:00
Speaker 2
I've done that already. Yes, everything's good. It's blue. It's solid blue now. Okay. I will do that. I think we're OK now. I wasn't prepared to write. 134. Very good. No, it looks like we're good. But what I was asking you earlier, um, our power had turned off and then back on. And then [silence]
18:00
Speaker 1
yeah yes that's actually the main cost for due to the power outage once it happens again as as I mentioned earlier just first um fill free to do a reboot process for both modem and your linkage route but okay okay you're welcome sir and thank you so much also for your time and your patience so if you need further assistance just please feel free to call us back we would be happy also to assist you and you're welcome bye [silence]
20:00
Speaker 2
I could not connect to the Linksys. I couldn't connect the uh router to the modem. So, is that what caused it? losing the power or what that's what I'm after. Why did I have to? Why did I have to go through this? [silence] Yeah, I did that. I did that. It just didn't work. Yeah. I thank you very much for your assistance. [silence] Thanks. All right. Thank you. Bye for now.
20:00