V2 Rubric Detail — b7f05caa-7961-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 17:40
Duration
18m 42s
Contact
Abe Khan
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00136025
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_MX2000
⚠ 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 — the agent completely avoided the customer's primary request to change Wi-Fi name and password, instead redirecting to an unrelated procedure (child node setup), which constitutes a critical failure in resolution and ownership.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp2.50/5
Overall0.0% (-30.0)

V2 Grader Summary

The customer sought to change the Wi-Fi name and password on an MX2000 router, but the agent never addressed this request. Instead, the agent redirected the call to child node setup, failing to provide any relevant troubleshooting or resolution. The interaction resulted in no progress on the original issue, with the agent introducing unnecessary steps and avoiding the core task, leading to an unresolved outcome and a valid auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer with MX2000 requested to change Wi-Fi name and password. Agent collected account info but provided no instructions for accessing web UI or changing credentials. Issue unresolved.

Troubleshooting Steps
  • Collected customer name, email, phone number, and serial number.
  • Asked about number of nodes and discussed adding a child node.
  • Discussed optimal placement distance for child node (30–50 ft).
  • Recommended resetting the child node due to previous network configuration.
Key Observations
  • Agent ignored the customer's primary request to change Wi-Fi name and password.
  • No instructions provided for accessing the router's web interface (http://192.168.1.1 or http://myrouter.local).
  • No guidance on navigating to Menu → Incredible-WiFi → Quick Setup to change credentials.
  • Agent focused entirely on unrelated child node setup, which was not the customer's issue.
  • Call ended without resolution or actionable next steps for the primary issue.
  • Agent requested a personal break during an active support call, disrupting efficiency and call control.
Positive Highlights
  • Accurately captured customer name, email, phone number, and serial number.
  • Confirmed the product model (MX2000) and current node usage.
Agent Errors / Gaps
  • Failed to address the customer's primary request to change Wi-Fi SSID and password.
  • Did not provide the correct procedure for accessing the router's web interface or changing Wi-Fi settings.
  • Diverted the call to unrelated child node setup, which was not requested or relevant.
  • Did not verify whether the customer could access the router's settings, a critical prerequisite.
  • Ended the call without confirming resolution or providing a clear next step for the actual issue.
  • Requested a personal break during an active support call, disrupting efficiency and call control.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer requested to change Wi-Fi name and password; agent never provided steps or completed the change, instead focusing on child node setup.
R2 Not Met Diagnostic thoroughness conf 90%
Agent performed no troubleshooting related to changing Wi-Fi settings; verification and child node discussion did not advance the customer's path to SSID/password change.
R3 Not Met Correct resolution path conf 90%
Agent selected an incorrect resolution path by guiding child node setup instead of directing customer to web UI for SSID/password change, which is the appropriate path for the request.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify symptoms or ask diagnostic questions about current Wi-Fi configuration, SSID visibility, or password status; no root cause determined.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use or direct customer to the required tool (local web UI at http://192.168.1.1 or http://myrouter.local) to change Wi-Fi settings, despite it being necessary and standard for MX2000.
T3 Partially Met No misinformation conf 80%
Agent gave correct general advice on node placement (30-50 ft) and child node reset, but provided zero technically accurate guidance for changing SSID/password.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but lost control by failing to redirect conversation back to the original request after discussing child node setup.
C2 Met Confirmed understanding conf 85%
Agent used clear, simple language, repeated information, and adapted tone to customer’s pace and accessibility needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of the primary request; instead introduced unrelated tasks (child node reset and relocation) without resolving the main issue.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timeline were given for changing Wi-Fi name/password; only instructions for node addition were discussed.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the issue complexity or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized for delay and said 'No worries,' but did not explicitly acknowledge customer frustration or repeated effort regarding unresolved Wi-Fi change.
X2 Met Tone & rapport conf 85%
Agent matched customer’s communication style, used plain language, and maintained engagement throughout the interaction.
X3 Not Met Overall experience conf 90%
Agent increased customer effort by requiring physical movement of nodes and reset procedures unrelated to the requested Wi-Fi name/password change.
Call Transcript30 turns · 33 lines
Speaker 1
Hi, I have one of those MX 2,000 and I need to change the Wi-Fi name and the password for the Wi-Fi. Uh I tried, but uh the link doesn't help me. I had to restart everything, so please let me know how I can change the Wi-Fi name.
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 Technical Support. My name is Dylan. How can I help you today? Mhm. Mhm. Mhm.
00:00
Speaker 1
name as well as the password. It shows as velop nine setups 935. And the password is still the password that is on the unit. I want to put my own password. Yes. And it is working now. I computer, yes I have.
01:00
Speaker 2
Mm-hmm. Parks? Uh, all right, sir. No problem. I'll help you out in changing your Wi-Fi name and password. So, just to confirm with you, you did a reset, right? Alright. All right, so, uh, do you have a computer or a laptop we can use? All right. So before we proceed further, sir, with the troubleshooting, let me just run some verification with you and create a record of you here on our system. So let me start with your full name.
01:00
Speaker 1
My name is Abe, A-B-E-s-m, and the last name K-H-A-N. Yes. It's F-L-I-C-K-O-R-R-R-O-D-E-L-O-A-L-P-H-A-B-E-T-A-E-E-C-O. Yahoo.com. Yes. Correct.
02:00
Speaker 2
that's Abe Ken alright how about your email address sir Abe alright so that's forrobye@yaah.com oh for Ain yeah okay alright and let me also verify your phone number it's three one zero four four four zero two two two all right thank you so much for that one sir now can you provide me the serial
02:00
Speaker 1
five zero one zero two eight three one two on that one nothing nothing is connected to that nothing is connected to that Thank you. I have, I have two, but one of them only I'm using. The other one is not working now. I'm not using that one. It is not connected.
03:00
Speaker 2
All right. Let me just verify it again. It's five zeroes, D for Delta, one zero N for Mike, two eight C for Charlie, zero six, things, too. All right. And how many notes do you have, sir? I'm sorry? Yeah. Yeah. How many notes? How many MX2000 do you have? Or links is routers or devices? I see. All right. Thank you. And could you finally include the nr of nodes. Because in my inventory I have? [silence]
03:00
Speaker 1
Yes, I will, but, uh, I have to put it in another area. Um, Do I need to run a wire between them or what? But, um, the place I'm going to use will have a internet wire. I can connect it to the internet wire. Do I need to use the other one as a child or I can use it separately as a, uh, [silence]
04:00
Speaker 2
okay, aren't you going to use it? I can help you in, you know, adding the child node for you to have two working nodes. You can connect to it wirelessly, sir. You can use it as a child, sir, it would be better if you're going to use it as a child because [silence]
04:00
Speaker 1
Oh, I see.
05:00
Speaker 2
Yeah. Yeah we can connect it. I mean you need to move it near the the parent node or the main router that you have and then connect it wirelessly and then after we successfully added. added the child node we can relocate it to a different area.
05:00
Speaker 1
And how what is the maximum? [silence] You said 30 to 50. If it is more than 50 it can't connect it, right? Oh this house uh the other side that I'm going to use is more than 50 ft. So that I have Yeah I have over there I can connect it directly to the router. Does that work this way too because that is more than 50 ft.
06:00
Speaker 2
It should be at least 30 to 50 ft away from the parent node, or the main router. Uh what do you mean, maximum, sir? Yeah. Uh you can still connect it, but we suggest at least, I mean, within 30 to 50 for them to have a better communication. Yeah. All more than fee? Mhm. Okay. Excuse me. Yes. Yeah, you can
06:00
Speaker 1
Okay. That will work this way. So I can can you, you want me to bring it here to set it up and then later I, I disconnect and move it, or I have to put it in the the place that I have to use. My question is
07:00
Speaker 2
Can actually um add the Childnode as a wired Childnode using a uh using an Ethernet cable?
07:00
Speaker 1
Okay. So I can disconnect and move it and connect it to, to the internet on the other side, right? So I don't need to reset anything. Okay, I can go and do this. It is the spectrum.
08:00
Speaker 2
gathered it near the parent node so that we can easily add it to the network. And once it's already added we can proceed in relocating it. Yes sir. Yes sir. Yes sir. Um, I mean, you need to reset it as well since you have reset your main router, so that it would be able to connect, because it might be that uh, the child node is still configured as a child node on your previou- previous network. So, yeah, um, we need to reset it as well. Uh, by the way sir, just to confirm. May I know who's your internet service provider? Spider. Alright. Got it.
08:00
Speaker 1
OK. Do you want me to bring it here or? [silence] Oh, the parent node is in the it is in the garage and the computer is this way, so that makes it difficult to go back and forth if you need to take to use the pattern. Can we do it on the on the phone or not on the Android? [silence]
09:00
Speaker 2
now proceed and gather the child node near your parent node so that we can add it back to the network and reconfigure it. Well, we can do it on the phone, but we can actually give it a try if you want. No, sir. Because you know, considering the distance of your parent node and the child node, it would be difficult for your parent node to locate the child node. But we actually have a different way of adding the child node, which doesn't require the parent, I mean, the phone or a computer. So we can add it manually with a different troubleshooting. So it will be best if you can gather the child node near the parent node so that we can add it back to the network. Sure sir, no problem. You can take your time.
09:00
Speaker 1
OK, I got that one.
12:00
Speaker 2
I'm sorry, sir? What do you mean by 973 and 978?
12:00
Speaker 1
Okay, I have it something. You want me to go close to the to the first one for the main router, main router or? I, I, Okay, the one that is working the other MX 2,000, you mean not the main router, right? Okay. Okay. Not the main router of the house, you mean, right? But the modem, close to that. That's close to that one.
13:00
Speaker 2
the main router? yeah where is the main one? yeah, your your parent your parent node the one that is connected directly to the modem yes sir you need to gather it near the near the main router, the one that is working
13:00
Speaker 1
Okay. Let's need make the power here. Okay. But the closest power line is about 10 feet away. Is that okay? The closest power to that one is about 10 feet away. Yes. That let me see me to find another spot over there.
14:00
Speaker 2
Yes. I'm sorry. 10 feet away? Can you at least bring it at least three feet away?
14:00
Speaker 1
uh what i can do it by a extension cords uh you do that there's your outlets to last to that okay now we can put it next to that sorry for the delay okay connected I connected that and it is one foot away cool okay
15:00
Speaker 2
It's okay sir. No worries. Good. All right. That's good, thank you so much for that one sir. Okay, so let's just give it some time to reboot and set up. I mean um, at least two minutes then we're going to reset your child node.
16:00
Speaker 1
okay
17:00
Speaker 2
All right, sir. While waiting on that, sir, can I ask for, like, a couple of minutes? Like, uh, at least two minutes. Uh, can I-- I will just go to the toilet if it's okay? All right. Thank you so much.
17:00