V2 Rubric Detail — c3091ea8-7b03-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 19:32
Duration
35m 39s
Contact
John
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135946
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall64.0% (+8.0)

V2 Grader Summary

The agent correctly diagnosed the 2.4GHz compatibility issue and provided technically accurate steps including band separation, meeting T1, T2, and T3. However, the resolution was not confirmed (R1 Not Met), and communication lacked full empathy and effort reduction. Ownership was maintained, but follow-up was incomplete, resulting in a Partial Resolution outcome.

V1 Case Analysis

Customer unable to connect multiple Google Home devices to Linksys mesh Wi-Fi after relocation. Agent attempted to guide through band separation via local web UI but provided unclear instructions and encountered access issues. Issue unresolved; customer opted to contact Google support.

Troubleshooting Steps
  • Guided customer to access router web interface via http://192.168.1.1 (correct per KB)
  • Explained recovery key location for password reset (correct per KB)
  • Attempted to guide customer to Wi-Fi settings to separate 2.4 GHz band (correct per adjacent_smart_home_iot.md)
  • Incorrectly referenced a non-existent 'C A' option in the web interface (not supported by KB)
  • Advised renaming 2.4 GHz SSID to include '2.4' for device targeting (correct per adjacent_smart_home_iot.md)
Key Observations
  • Agent correctly identified 2.4 GHz band compatibility as a likely cause for Google Home connectivity issues (aligned with KB).
  • Agent failed to collect product model, serial number, or warranty status, which are important for accurate troubleshooting but not strictly required for this issue type.
  • Instructions to access router settings were technically correct (http://192.168.1.1) but unclear in execution, particularly regarding the HTTPS privacy warning.
  • Agent referenced a non-existent 'C A' option in the web interface, causing confusion (not supported by KB).
  • Recommended separating the 2.4 GHz SSID by renaming it, which is a valid workaround for IoT device compatibility (aligned with adjacent_smart_home_iot.md).
  • Did not verify whether the band separation step was completed or effective.
  • No escalation, follow-up, or KB article was offered after troubleshooting failed.
Positive Highlights
  • Correctly diagnosed that Google Home devices may require 2.4 GHz band connectivity, aligning with KB guidance in adjacent_smart_home_iot.md.
  • Recommended separating the 2.4 GHz SSID by renaming it, which is a valid workaround for IoT device compatibility (adjacent_smart_home_iot.md).
  • Attempted to guide the customer to use the local web interface rather than relying solely on the app, which is the recommended method for advanced settings.
  • Recognized that the issue might be network configuration-related rather than device-specific, despite the customer's confusion.
Agent Errors / Gaps
  • Provided unclear and incorrect guidance on navigating the router web interface, including referencing a non-existent 'C A' option (transcript [13:00]–[14:00]).
  • Used unclear terminology ('prorated' instead of 'loaded' or 'populated') that did not help the customer complete the task (transcript [14:00]).
  • Did not confirm whether the SSID rename and apply steps were completed successfully.
  • Did not provide any follow-up path, escalation, or self-help resource after the customer expressed intent to contact Google.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer states they may call Google and ends the call without confirming device connectivity after band separation; agent does not verify resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guides customer through local login, channel finder, and band separation suggestion, but does not confirm post-change connectivity or use deeper diagnostics.
R3 Met Correct resolution path conf 90%
Agent correctly identifies 2.4GHz compatibility as likely root cause and proposes band separation as appropriate path, consistent with KB guidance for IoT issues.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identifies symptom (smart devices failing to connect), links it to dual-band configuration, and logically infers 2.4GHz limitation as root cause based on known device behavior.
T2 Met Appropriate tools / resources used conf 80%
Agent directs customer to use 192.168.1.1 for local access and references Channel Finder — both appropriate tools per KB; no advanced tools (logs, client list) were necessary given the scenario.
T3 Met No misinformation conf 95%
All technical steps (using recovery key, accessing web UI, separating bands) align with KB content and are factually accurate.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains general direction but has multiple silences, unclear transitions, and fails to re-establish control when customer expresses confusion.
C2 Partially Met Confirmed understanding conf 75%
Agent uses some technical terms (e.g., 'channel finder', 'Wi-Fi settings') but adapts by walking through steps; however, comprehension checks are inconsistent.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remains on the call, does not transfer, and attempts end-to-end resolution without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 75%
Agent instructs customer to 'try connecting the device again' but provides no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context available.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent does not explicitly acknowledge frustration or repeat empathy, but remains polite and solution-focused despite customer confusion.
X2 Partially Met Tone & rapport conf 75%
Agent proceeds at customer’s pace and stays on the line, but does not adjust tone or simplify language when customer shows repeated confusion.
X3 Partially Met Overall experience conf 70%
Customer is asked to navigate multiple interfaces and repeat actions, but agent avoids unnecessary holds and attempts to guide directly.
Call Transcript49 turns · 51 lines
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.
00:00
Speaker 1
This, message is this is John. [silence] Yeah, hello. [silence] Can you hear me? Yeah, I can hear you. So I'm trying to figure out, we moved into a new house and uh
02:00
Speaker 2
Thanks for calling next. This is May. How can I help you? Once again, this is May from links. Hello? Yes, hi, this is May from links. It's technical support. I can hear you. Can you hear me? Okay, go ahead. What's your concern all about?
02:00
Speaker 1
We have Xfinity Wi-Fi 1 gig and we have the Linksys nodes that I got hooked up. And they're hooked up and they're working fine for some things, but for some reason there's some items that they won't hook up to for some reason that it previously hooking up to. And so I'm trying to figure out if there's some kind of setting I have wrong on it or what. Now all the Linksys nodes are connected. Those are fine, but there's some items that I'm trying to connect to the Wi-Fi and they won't connect for some reason. I'm not sure why. Yeah, so like some of my Google hubs, my Google Homes, one of them will connect, but the other, [silence]
03:00
Speaker 2
Uh-huh. And you're saying not all your Linksys routers are working? Is it a smart device?
03:00
Speaker 1
331. these items connected to the same wifi system at our old house. So I'm just trying to figure out, why they won't connect now. Like what's different, I guess is my point.
04:00
Speaker 2
Okay, one of the probable reason why it's not working, it's because your wifi name and password are combined, the 2.4 and 5 gigahertz. Some smart devices can only recognize or will only connect to 2.4. And since your links is mesh by default, its WiFi name and password, the WiFi band, I mean, the bands I mean, is combined, then that's the time that smart devices, some smart devices are unable to connect. So your WiFi right now, is it just? Go ahead. Right. Uh-huh.
04:00
Speaker 1
yes i mean it just says unable to connect to Wi-Fi and then it keeps doing it so i don't know if there's some kind of setting on the link list that i have wrong or what that's all i'm trying to figure out okay [silence]
05:00
Speaker 2
[silence] Is it unable to connect? Or are you able to ask? Um, okay, okay. So if that's the case, actually there's none as to what you said, it's working fine on a different location. What I'm really thinking is it has something to do with the Wi-Fi settings, the configuration, why those are not connecting. You can try to separate the network though and try to pair those smart devices on only on the 2.4 band. If it will connect, then that only means that the only problem was your network settings.
05:00
Speaker 1
where do I go to check this or is there anything you can show me or okay I mean yeah I'm logged in on the app on the Toast app though [silence] [silence]
06:00
Speaker 2
that's already has something to do with the device itself. Why it's not pairing to Wi-Fi? for that one since we don't have any access to all our router because part of security. You can instead log in locally on your end. For you to see the settings. If you have a laptop, I can walk you through. Oh, okay. On the Linksys app, it's limited. You cannot separate the Wi-Fi band there. Only [silence]
06:00
Speaker 1
Okay, what do you mean when local access? Like through a laptop or like, Okay, hold on a second. Um, just want to see you. What, how do I do? All right.
07:00
Speaker 2
uh, Yeah, laptop IP pad and using its IP address, which the default is 192.168.1.1 that's the default IP address.
07:00
Speaker 1
Let me see if I can. Let me see how I will log into the. So where. Do I need to go on my laptop. All right are done with downloading the. On the Linux website. Or
08:00
Speaker 2
you need to click the first, are you on the board? Alrady. Links to Linksys Smart Wi-Fi tool. Yeah, are you already in? [silence]
08:00
Speaker 1
Yeah, hold on, I'm trying to figure another where where are you talking about? Like, where do I see that? I have no, I don't know. So I go to the internet and I put in one 92. 168.1.1. Okay.
09:00
Speaker 2
it's okay it's okay so yeah um did you use 192.168.1.1 I thought you already access the web user interface I think I 168 point one point one
09:00
Speaker 1
It's telling me your connection is not private. So I don't know. I tried to proceed. Okay, so you I log in, I want to recovery password and recovery key. What do I need to go somewhere to get that or? Sorry. Any amendment. Okay.
10:00
Speaker 2
Okay. Continue or advance. It's just underneath your link sys device, any of your relatives. There's five digit recovery code. Yeah, any of it nearby to you.
10:00
Speaker 1
All right. So, um I'm I'm into the create a new admin password. So I need to do that. Hello? Do I need to create a new admin password? Okay. So what do I need to do now?
12:00
Speaker 2
Uh huh. Yeah, that password is only for login purposes. Not your router password, not your email password. [silence] Okay,
12:00
Speaker 1
Yeah, I'm I'm logged on to my laptop. Yes. Okay, got it. Yeah, I already I'm waiting for it to I clicked on it already. Now what?
13:00
Speaker 2
Need to open that there. The uh information at the back. Uh just open. I mean are you I mean you're already logged in to linkage Linksys Smart Wi-Fi tools? On the computer. Good. Look for capital C A. That's really small. Located on the very bottom part right side. Okay. So you can tap there now C A, three small. Okay. Then we just have
13:00
Speaker 1
Yeah. Yeah. So after I click to see a, what do you need me to do? Why, okay, got it. All right, got it, got it. No. Now what am I looking at? Yeah, I'm here. Correct.
14:00
Speaker 2
you have to wait until it will be um prorated. I mean, since you already clicked the CA, you should see it under Wi-Fi settings. that's on the left side. yeah, Wi-Fi settings. Wi-Fi settings. so you will see there uh-uh. Okay. And then you can then try to uh check there the Wi-Fi name and password for both 2.4 and 5. They're both combined right? The same name, the same password for each.
14:00
Speaker 1
So there's two 5 gigahertz and there's one 2.4 band. And the password is the same for all of them. So what do I do now? [silence] and then connect to [silence] well I mean what what what is I guess my question is is why did it work at my old house without having to do this? [silence] why all of a sudden am I having to do this? [silence] but none of the none of the devices or the the devices are the same though. [silence] I use these same devices at my old house as I'm using here [silence] you know what I mean? [silence] okay so if they're the same what what's the problem now I guess
15:00
Speaker 2
Actually, I'm about to ask you if you want to separate the bands, but it's going to be up to you separating the bands will cause other devices to Uh-huh. Yeah, those devices that are there are different. On your old house, is there also? Mm-hmm. Yeah. So, uh,
16:00
Speaker 1
Okay. channel channel under advanced company. node steering, client steering, IPTV configuration. that's the only three I see. so is it client steering? no, admin. I only see wireless, MAC filtering, WiFi protected setup, and advanced. I don't see anything else after that. under WiFi setting. yeah, I'm in advanced now. and I see client steering, node steering, IPTV configuration. do I need to do anything with those?
17:00
Speaker 2
maybe regarding the channels that this new location has you can try to do channel finder though that's under wifi setting you will see their channel finder under advanced administration tab administration tab uh huh jump in advance
17:00
Speaker 1
You click on Node steering? Like, does that need to be on or something? Or Acclaim because all of these are off right now. Okay so, why so I go to Wi-Fi settings on the app, okay and I see channel finder. Okay, scan channels.
18:00
Speaker 2
All right. Tho uh despite if the child nodes are connected or not channel finder should be available and it's not on the web user interface. It's on the Linksys app. forgot to specify uh it's on the app where you can do channel finder and it will auto scan channels.
18:00
Speaker 1
yeah, it's doing it right now. it's just it's learning. you're taking a few minutes to run it says
19:00
Speaker 2
okay, are you trying to do channel finder now [silence]
19:00
Speaker 1
Let's do all that again. Is he a student? Yes. It's almost done.
20:00
Speaker 2
Is it scanning the channels? Okay. It'll just take a while. Probably 5 minutes max. Uh-huh. [silence]
20:00
Speaker 1
[silence] It just says we need a little more time and it's scanning. So it'll take a [silence] okay. [silence] okay. Channel finder we optimize your Wi-Fi channel to improve your Wi-Fi speed and bandwidth. So no I just click done
21:00
Speaker 2
the progress bar is it almost empty? Your devices may disconnect for now because running the channel Finder. [silence]
21:00
Speaker 1
[ silence ] done. [ silence ] now what? [ silence ] Hello? [ silence ] [ silence ] gone it's done. It's scanned. I don't know if that's what I need to do or not. I have no idea. I don't know what you want me to do. Okay. Okay. I know you're interested. No. Okay. give me one second.
22:00
Speaker 2
Oh, yeah, yeah. Uh, but, for now, you don't have any plans to have the Wi-Fi separated, am I right? Okay. How about this? Try connecting that device again that you're having trouble connecting with. I'll just stay on the line. Let me know if it's still unable to connect. We'll then proceed separating the bands. Is that's gonna be the last solution. Sure. Take your time. I'll just stay here. [silence]
23:00
Speaker 1
right it's still not connecting so I don't know I possibly these these Google homes will not connect. I mean one will connect but these other three will not connect. So I don't understand.
28:00
Speaker 2
Mm-hmm. So you're able to connect those or not?
28:00
Speaker 1
Yeah. It keep... now... now the website is saying router not found. Uh...
29:00
Speaker 2
Okay. So let's separate the bands then. Anyway, just in case it will not connect, we will just gonna set it back to whatever it was. So I need you go to go back to your computer, and then still under Wi-Fi settings. Okay. Just let me know once you're on your computer. Uh, yeah, refresh the page if it's the same message. Try to check the computer if it's still connected to linksys.
29:00
Speaker 1
You know you got it? Okay, now what do I do, Wi-fi settings? Oh, I'm sorry.
31:00
Speaker 2
C C and C a first. Capital C A on the main dash, please.
31:00
Speaker 1
To the Wi-Fi name? Ken? Okay. Okay. Yes.
32:00
Speaker 2
For the 2.4 name, just add their number to 2.4. That's it. 2.4. No need to change the 5 gigahertz. Yeah, just the Wi-Fi name, leave the other settings the same. So just the name 2.4 and click apply after. And the security mode there last is it under WPA two personal? Good. Okay. Once it's applied, you can go back again and check if it will connect this time. Select 2.4 on those smart devices. I'll just stand a line, so.
32:00
Speaker 1
I think I may just try calling Google and see if there's something that I'm doing wrong with them, so. Okay. Okay, great. Thank you so much.
35:00
Speaker 2
I mentioned to them that you already separated the Wi-Fi. Usually, they recommend to call the router to have the Wi-Fi separated. Just let them know that you did already, okay? All right. Thank you so much for calling us. Bye for now.
35:00