V2 Rubric Detail — ba171398-6b83-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 02:08
Duration
19m 33s
Contact
Dennis Foo
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00133877
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: DSAT_Cant access some of the websites

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall78.7% (+42.7)

V2 Grader Summary

The issue was successfully resolved when the ISP replaced the MX2000 router during the call, validating the agent’s judgment. The agent demonstrated ownership and technical accuracy but missed opportunities for deeper diagnostics and clearer communication during the hold. Resolution was achieved, though process efficiency could be improved.

V1 Case Analysis

Customer cannot access banking and media sites on main SSID after firmware upgrade (v1.1.7.211289) on ISP-provided MX2000. Guest network works. Customer performed DNS/IPv6 changes and factory reset. ISP is replacing hardware. No follow-up email or case documentation offered.

Troubleshooting Steps
  • Confirmed guest network works for banking sites.
  • Asked if device is ISP-provided and noted firmware version.
  • Inquired about connectivity on main SSID.
Key Observations
  • Agent failed to collect serial number or verify warranty status despite discussing firmware and hardware replacement.
  • No structured troubleshooting was performed — agent skipped DNS, IPv6, or firewall checks despite customer already attempting them.
  • Long unexplained silences (e.g., [08:00]–[17:00]) without updates or context.
  • No case number, follow-up email, or documentation offered despite customer being escalated to Level 2.
  • Call ended with a vague 'call back if it happens again' without operational closure.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Correctly acknowledged the symptom and confirmed that the guest network works.
  • Identified a possible firmware bug and recognized the ISP-provided nature of the device.
  • Confirmed the firmware version (1.1.7.211289) and noted it was potentially non-standard for StarHub.
Agent Errors / Gaps
  • Failed to gather required product details (serial number, warranty status) despite device being ISP-provided and firmware-related.
  • Did not follow a structured troubleshooting flow (e.g., verify DNS settings, IPv6, or firewall rules even though customer mentioned changes).
  • Did not offer a follow-up email, case number, or documented next step after customer declined further assistance.
  • Allowed 9 minutes of unexplained silence ([08:00]–[17:00]) without informing the customer or providing updates.
  • Ended the call with a vague 'call us if it happens again' instead of a defined escalation or follow-up process.
  • Did not confirm whether the ISP replacement was under warranty or coordinate with ISP support.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
The ISP engineer replaced the MX2000 mesh router during the call, resolving the issue. The customer confirmed the replacement and planned to close the case after testing.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent confirmed the symptom and guest network workaround, referenced firmware version, and verified with backend, but did not perform systematic troubleshooting (e.g., DNS test, IPv6 disable verification, or remote diagnostics) before deferring to hardware replacement.
R3 Met Correct resolution path conf 93%
Agent correctly identified a likely firmware-specific issue on ISP-provided hardware and facilitated a hardware replacement — the appropriate path when software fixes have failed and a known problematic firmware is suspected.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified the core symptom (main SSID blocks banking sites, guest works) and asked relevant follow-ups, but did not logically isolate variables (e.g., device-specific vs. network-wide, DNS vs. firewall) to determine root cause.
T2 Partially Met Appropriate tools / resources used conf 88%
Agent used firmware version (1.1.7.211289) as evidence and verified it against backend data, but did not access router logs, remote admin tools, or perform a WAN test — tools necessary to confirm a firmware-level bug.
T3 Met No misinformation conf 97%
Agent accurately described the issue as potentially firmware-related and did not misattribute it to ISP, user error, or DNS without evidence. Recommendation to replace router aligns with KB guidance for persistent firmware bugs.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and confirmed understanding, but placed customer on a 9-minute hold without setting expectations, and transitions were abrupt (e.g., sudden handoff to engineer).
C2 Met Confirmed understanding conf 92%
Agent used plain language, confirmed comprehension (e.g., 'you mean guest Wi-Fi?'), and adapted to customer’s technical references (CCNP friend, DNS changes) without jargon overload.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to resolution, coordinated with ISP for hardware replacement, and did not transfer or abandon responsibility.
O2 Partially Met Proactive follow-through conf 84%
Agent confirmed the ISP would replace the router and invited the customer to follow up, but provided no timeline for the repair or proactive callback commitment.
O3 Met Closure confirmation conf 91%
Agent referenced prior L1 support actions (factory reset), customer’s DNS changes, and firmware version, showing continuity with previous troubleshooting efforts.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred or was needed — the agent handled the case directly and resolved it through hardware replacement.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent apologized for the hold, thanked the customer for patience, used polite closing language, and remained calm and professional throughout.
X2 Met Tone & rapport conf 91%
Agent matched the customer’s conversational pace, repeated key points for clarity, and maintained engagement despite long silence periods.
X3 Partially Met Overall experience conf 86%
Agent avoided asking redundant questions, but the 9-minute unexplained hold and lack of proactive diagnostics increased customer effort unnecessarily.
Call Transcript22 turns · 26 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. Well, it says Paul from Linksys customer assurance team. May I speak to Dennis? Okay, sir. So, yeah, your case has been escalated to us, yeah, to the escalation team, so I'm doing a follow-up call, sir, regarding your concern about your Linksys router. I believe you're having issues like uh accessing like some websites when connected to the router. So, you tried and you cannot access? These are good.
00:00
Speaker 2
Yes. Yes. Okay. I, okay. The Linksys router itself that was, this firmware upgraded on last Saturday. So what I, what I found out was that after I did some firmware upgrade, and I couldn't access to the mobile banking, internet banking on my laptop, no, on my desktop, PC, and mobile phone. Then, after that, I got myself a [silence] [silence] [silence] friend to check for me. Then, um, before we find, there was, it seems like there was some bug on the firmware upgrade. Then, we got this, the local ISP to come check the fiber connecting, the modem, the ONT. It was working fine. and then he did some testing also. Then he said he couldn't fix the issue. Then after that, he told me that he wanted to do some flash the firmware. Then after he flashed the firmware, somehow it restarted and it worked for about 10, 15 minutes. After he left, I changed my SSID, my password also. Then, I rebooted and then the whole thing went back to whatever it happens again. So, I came up with a conclusion, maybe the firm had got issue. Then I thought of trying something else. When I create a guest account with a password, and then I shared with my cell, I key in. My desktop, PC and mobile phone had no problem.
00:00
Speaker 1
Yeah. Yeah, so that's why it just, it's escalated. Okay, so I just want to confirm, so after you create the guest account, yeah, when you are connected to the guest network of the router, you can access the app, right? Just this banking website. I guess that's fine. But even, even when you say guest, yeah, say guest Wi-Fi, that's the guest account on Linksys, right?
02:00
Speaker 2
And then I spoke to this Lindsay's tech support. I think from Philippines? The lady who spoke to me was like she she went through with me once to do the factory settings, everything. Restore, reset to factory settings. And then she told me sir that level one support, everything has been completed. So there's nothing much we can do. That's why I escalated you to level two. Somewhat? Okay. Yes when I connect, yeah, I go to this, I connect it to my desk, Wi-Fi. And I can use my mobile banking, I can use the internet banking on my desktop to
02:00
Speaker 1
Yes, it works, but when you are connected to the main, it doesn't work at all, right? But this happens.
03:00
Speaker 2
[KEEP_UNCERTAIN] Yes. Yes, that's it. It's not working yet. Correct. Then, I asked... yeah. Okay, because I got my friend who actually is a CCNP, and then I told him I have this issue, and he tried to fix it and then I said, okay, what you've gone through with me also the same thing, you went through some of the settings, you disabled IPv6, you add the DNS, one DNS to 8.8.8, 8.8.1, you know, no, 8.8.8, and one-by-one, then Linsey support yesterday, the tech support lady, help desk told me to change to the DNS two to 2.2.2.2, which I also cannot. Then my friend told me said that he went to search some... [silence]
03:00
Speaker 1
yes, yeah, yes, yes, yes, I agree with you, yeah, there seems to be something wrong with the firmware because yeah, yes, you, um, you, you've said it works. Yeah, if you're connected to the, uh, guest access on the same router, but you can't access those specific website when connected to the main network, right? Yeah, so that's one that one that seven that 211. That I mean, 211 289, right? Yeah.
04:00
Speaker 2
[silence] Some settings. so far all that's [silence] likely to be have some bug on the firmware. Hello? Are you still there? Oh, okay. Okay. [silence] Yeah. Yes. Uh, I can, okay, the version for my two, my parent and child node, the version that was upgraded, the firmware upgraded was 1.1.7.211289.
04:00
Speaker 1
Uh, I just want to confirm so I may know where did you get this router. Is this provided to you by your ISP? Yeah. This one is. Yeah. [silence] Yeah.
05:00
Speaker 2
Yes, it's provided from the ISP. And I... actually in fact I spoke to them. I told them, said, why not you just inform your back end, which is the StarHub site, saying that, hey why not you just change the router for me? And then they told me that, oh, we are not able to change the router because it's not faulty. It's not faulty, but it's not working. then you then I showed them the webpage I showed them the webpage saying that there is this custom firmware which is actually catered especially for StarHub internet service provider StarHub ISP they said it's for StarHub customers only so however I said according to what I found out was this firmware upgrade for StarHub customer but then this bug there's this bug actually I don't know who wrote it but there's some issue in it they [silence]
05:00
Speaker 1
Yeah. Hmm. And can you go online, man? Yeah, using your device, yeah, if you are connected? To the main network, like, can you access any website, like, uh, uh,
06:00
Speaker 2
my internet mobile banking oh I should add on this as well my smart wifi device things like my washing machine my smart TV washing machine connect wireless I couldn't head on my er Samsung app and I connect to my my smart TV onto the Linksys Ericsson router wired I have no access I cannot go access as well so I have to connect using my wireless then I can actually use the gas Wi-Fi to go to YouTube go to Netflix or Disney Plus uh both are in both are in blue solid blue
06:00
Speaker 1
To yeah whatever website, aside from the banking websites, which you can access, wireless, wireless lead to it. They could like wide or weather. Yeah, but it doesn't like all those settings on your phone right, and you also how about if you access their like other website maybe try to access YouTube.com on your phone then try to play a video see if you can play a video connected to the main network and
07:00
Speaker 2
can you connect world net okay i connected wireless uh they prompt me to turn off on my mobile phone um i'm using this uh mobile banking app i tried uob.com.sg i tried amex i tried uber credit on my mobile phone the okay on on the mastercard they told me to disable vpn and a proxy take off this whoa uh youtube the the actually they actually filter out certain things when because i i i tried the other time uh i locked in face book using the guest Wi-Fi it appears this appears
07:00
Speaker 1
yes I see well can I please just hold on to the call? just give me a two to three minutes I'll just have to verify this one sir because you mentioned this one is actually provided by your ISP line but upon checking your firmware here it seems that to be uh it seems that the firm is already different so I'm not sure if the firmware has been manually loaded or that this is done via automatic updated I just have to verify this one sir just give me two to two minutes okay I'll be right back just stay in the line [ silence ]
08:00
Speaker 2
very nice but once I connect to my main uh ssid the image is not loading and it is very slow and then Google is okay Facebook are some issue YouTube are some issue so there are some images are not was not able to load [silence] I think sure sure yeah yes okay okay No, this is another person. This one is from Linksys, technical support Level 2 in California, US. Thank you, thank you. Thank you. [silence] [silence] translating [silence] [silence] translating [silence] translating [silence] translating [silence] translating [silence] Oh, we could stay. Oh, yeah, I need to work.
08:00
Speaker 1
Hello. Hello sir. Okay, thank you very much for patiently waiting. I apologize without long home. By the way sir, do you have a computer that is currently connected to the router right now? No.
17:00
Speaker 2
[silence] the ISP engineer just came now here. He's replacing the two MX2000 mesh router. [silence] Then I think hopefully works. Then I think probably just put this case on [silence]. Then after they change and then we all test and then if everything seems OK, then I will just close the case on my side. I will reply on the email once the job is done.
17:00
Speaker 1
Okay. Yeah. So in case, yes, yes, that should define. So yeah, or you can give us a call, Sir, yeah, if issue is, yeah, if you experience the same issue, yeah, in case you updated the firmware. Yes, yes, yes. But Sir, what device are they replacing, sir? Is it the modem or the router? MX2000. Yeah. So they will be replacing it with the same model? Okay. Yeah. So actually, Sir, yeah, in case, yeah, issue is the same with the replacement router, yeah, feel free to give us a call, okay? Okay.
18:00
Speaker 2
would that be fine? yeah, okay. I'll I think that you're going on the filter. So, so likely they hopefully there won't be any problem. Yeah. So we'll probably just leave the kid uh pending for the time being. Okay. thank you so much. Yeah. The same Finch back Warter. So, I have two man's Renter which is uh Lyness Mills, Willop our MX 1000. Yeah. Yeah, replacing the same model. Uh, to tool these notes that is your. Yeah, we'll...
18:00
Speaker 1
Yeah, okay. Yeah, so you're welcome. And thank you as well for calling to call and once again, my name is Paul. from Lincoln this tour insurance have a great day bye-bye
19:00
Speaker 2
Thank you. Yeah. Thanks. Bye bye. Oh, thank you. Bye bye. Yeah, okay. Bye bye.
19:00