V2 Rubric Detail — c357416e-76da-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 12:28
Duration
36m 36s
Contact
Andrew Malasky
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135755
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical0.94/5
Communication1.25/5
Ownership3.57/5
EscalationN/A
Customer Exp1.07/5
Overall45.5% (-10.5)

V2 Grader Summary

The customer confirmed the issue was resolved (R1 Met), but the agent used a deprecated app instead of the recommended web interface (T2 Not Met) and provided materially incorrect information about LED colors (T3 Not Met). Despite ownership and completion, technical accuracy and communication standards were not met, undermining best practices.

V1 Case Analysis

Customer (Trish) called to change Wi-Fi name/password. Agent directed to use Linksys mobile app despite KB guidance recommending web browser access. Provided materially incorrect LED guidance (pink light) and confusing reset instructions. Customer reported connecting to new SSID 'bad cabin' but process contained serious technical inaccuracies. No model/serial/warranty collected.

Troubleshooting Steps
  • Directed customer to download and use the Linksys mobile app (contrary to KB guidance).
  • Guided customer to create a router admin password and hint within the app.
  • Walked customer through changing the Wi-Fi SSID and password via the app.
  • Provided incorrect reset procedure referencing 'pink' LED state (not a valid Linksys LED color).
  • Advised on child node relocation and pairing with confusing and incorrect instructions.
Key Observations
  • Agent never asked for or confirmed the router model, serial number, or warranty status — a critical protocol failure.
  • Agent insisted on using the deprecated Linksys mobile app despite KB guidance recommending local web browser access (http://192.168.1.1 or http://myrouter.local).
  • Agent provided materially incorrect LED guidance: referenced 'pink' and 'pinkish red' lights (transcript [07:00], [18:00], [23:00]) — standard Linksys LEDs are blue, white, or red only (see spnm_router_setup.md and universal_factory_reset.md).
  • Agent gave confusing and incorrect reset instructions that contradicted standard procedures.
  • Call contained long silences and poor pacing, contributing to confusion during node pairing steps.
  • Customer reported partial success, but the agent's technical guidance was fundamentally flawed and could mislead future troubleshooting.
Positive Highlights
  • Successfully guided the customer to change the Wi-Fi SSID and password via the app.
  • Customer confirmed connection to the new network 'bad cabin', indicating the primary goal was achieved.
  • Agent remained polite throughout the call.
Agent Errors / Gaps
  • Critical protocol failure: Did not collect product model, serial number, or warranty status — essential for any technical support interaction.
  • Materially inaccurate technical guidance: Referenced non-existent 'pink' and 'pinkish red' LED states (transcript [07:00], [18:00], [23:00]) — standard Linksys LEDs are blue, white, or red only. This is a serious accuracy failure that contradicts the KB.
  • Failed to follow KB guidance: Pushed deprecated Linksys mobile app instead of recommending local web browser access (http://192.168.1.1 or http://myrouter.local). This is a clear contradiction of universal_app_transition_notice.md.
  • Provided confusing and incorrect reset instructions: Told customer to wait for 'solid pink' light after reset, which is not a valid state per KB.
  • Poor call control: Excessive silences, lack of clear step-by-step pacing, and failure to structure troubleshooting steps clearly.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer states: 'I think you solved my problems for me and I call it a day.' and confirms three nodes online and connectivity.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent guided through app setup and resets but skipped basic diagnostics (e.g., checking existing SSID, router model, or using local web UI). Troubleshooting was reactive, not diagnostic.
R3 Partially Met Correct resolution path conf 85%
Agent defaulted to app-based fix despite KB stating app is deprecated; web browser method is recommended. This misaligns with current guidance, reducing appropriateness of resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identified need to change Wi-Fi name and reset router but did not ask about symptoms, model, or prior changes. No root cause established for old parent node failure.
T2 Not Met Appropriate tools / resources used conf 95%
Agent relied on deprecated Linksys app despite KB stating it's no longer the recommended method and that settings are fully accessible through a local web browser.
T3 Not Met No misinformation conf 98%
Agent repeatedly referred to LED colors as 'pink', 'pinkish red', and 'solid purple'. Per KB, valid LED states are blue, white, or red. Pink/Purple is not a documented state.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacks framing, has multiple long silences, abrupt transitions, and agent speaks over customer. No clear expectations or call control maintained.
C2 Partially Met Confirmed understanding conf 78%
Agent used simple terms but failed to confirm understanding (e.g., router vs Wi-Fi password) and did not consistently adapt to customer's confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on call, guided through full setup, did not transfer the customer, and saw interaction through to completion despite long gaps.
O2 Partially Met Proactive follow-through conf 85%
Agent gave action steps (reset, add nodes) but provided no timeline for completion or follow-up commitment.
O3 Partially Met Closure confirmation conf 80%
Agent acknowledged callback but did not reference prior case details or history; treated the issue as new.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 with correct tools.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'thank you for your patience' at end, but no specific empathy for repeated issues or frustration was expressed earlier.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust pace or tone despite customer’s pauses, confusion, and need to move between buildings. Interaction remained rigid and one-size-fits-all.
X3 Not Met Overall experience conf 90%
Customer forced to install app (deprecated per KB), reset nodes unnecessarily, and repeat steps. Simpler web UI method would have reduced effort significantly.
Call Transcript38 turns · 56 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. Hi this is Josh from Linksys technical support and calling back since you got disconnected. Hello? Al out. No worries, sir.
00:00
Speaker 2
Andrew. Hi Trish, this is Andrew. Thanks for calling back. I'm trying the password right now. The first time, it didn't take, but I'm gonna try a second time here. It had, it looked like an uppercase O, but I guess maybe it was a zero. Okay, now I'm connected. That's what it was. It shows connected and I think I got internet.
00:00
Speaker 1
Okay. Do you have a Linksys app? Do you have the Linksys app? Do you have a Linksys app? Yes. Okay, would you wish to change the Wi-Fi name of the router? Yes. Okay, then download the Linksys update so we can change your Wi-Fi update. Yes. Yes, sir.
01:00
Speaker 2
Solid. [silence] What was that again? [silence] The Linksys app. No, I don't. [silence] No, I don't. [silence] The Linksys setup, 977. Do I... Yes, I wish to change that. [silence] Oh, okay. So I gotta go to the Play Store to download the Linksys app. [silence] Okay. Um, And I you want me to do that now, right? [silence] Okay. [silence] Hang, on. I just gotta I just gotta find [silence] [silence] called the Play Store, isn't it? [silence] [silence] yeah. [silence] I do a search [silence] link cis app for setup. [silence] Does that sound about right? [silence] link [silence] cis. [silence]
01:00
Speaker 1
Yes, Mhm, mm-hmm.
03:00
Speaker 2
router setup, linksys app for setup, linksys Wi-Fi management. Is that what you said? Linksys Wi-Fi Management. Nothing. In play store, I have two. Let's see what linksys Wi-Fi router apps is. Okay, there's one. Right, it's two L's with a blue dot, right? On the logo? Okay. We'll try that. Okay, hang on. So, installing. Open. Looks like we're opening the app now, okay? Allow access while using the app location access. Next. Terms and conditions, agree. Turn on Bluetooth. Bluetooth is off.
03:00
Speaker 1
Yeah, sure. And since you have 3, you can also power on the other one. Okay.
05:00
Speaker 2
go now please wait connect the router to your modem or source of internet okay it's connected plug additional nodes into the power near the router um do I want to um power up that old parent node all right the other one's in another building um so I'd have to walk over and get it but not at the moment okay I'm powering up the other other old parent modem that had the trouble with the ethernet connection all right so next
05:00
Speaker 1
Just wait for that to fully boot up.
06:00
Speaker 2
make sure everything is finished starting up. Um, the old parent is flashing. is flashing blue at the moment. okay. okay. give the minute to go through its stuff. um, And so we're just waiting for that. old parent to. All right, it's solid blue now. the the old, oh no, the old parent just went from solid blue to flashing red.
06:00
Speaker 1
Okay, please press your reset button of the router until the light turns on blue. Yes. Now wait for the blue light. Okay you release the button and let's wait for the router to turn solid pink. Our pinkish red.
07:00
Speaker 2
okay, the old parent, right? one with a flash pad. Okay, here we go. Okay, the light went off. I'm still pressing the reset. Uh, should I release the reset? Okay. There's the blue light. Okay. Right now, it's flashing blue. Okay, pink on the old parent. Hang on, let me look at the app. Okay, uh, node light is solid, there we go. Checking for internet. Okay, put your, name your Wi-Fi. So I can, I can use the same name that I had before, right? There's no, no problem with that. Okay. Okay, and I can use the same, the same password as before. Was that a yes or no.
07:00
Speaker 1
is there an option to bypass that one? okay okay so create a router password this will be your password to get into the App yes yes this will be your router yes so router password and Wi-Fi password are different [silence]
11:00
Speaker 2
Log in, email address and password. Oh, I'm got to create an account here. Skip for now, yes. Okay. Create your router password. Oh, to get into the app. All right. Okay, because it says router password and router password hint. So I, I think. Oh, okay. All right. Okay. So router password. I got to make up something for that. Here we go. Setting it working on it. All right it didn't like that. [silence] All right. Okay, I just got to write down. I, I'm, I, I just created the, the router password and now I need to do a router password hint apparently. Okay. I'm just I'm just gonna write this down. Next. configuring your Wi-Fi
11:00
Speaker 1
it's depending if it will recognize the same network then it will reconnect but if not you have to reconnect it.. OK do not allow you just have to create your own network
15:00
Speaker 2
So, um, since I have that, one child node in the other building that's going gonna have the same name and password as before, because I haven't done anything with it, will it still continue working once all this is up, like normal? Okay. Allow suggested Wi-Fi. Okay. It says I got a message. Allow suggested Wi-Fi networks. Allow or no, thanks. Again, please.
15:00
Speaker 1
Okay. Okay, go to the Wi-Fi settings of your phone and reconnect to the new Wi-Fi name we created. [ silence ]
16:00
Speaker 2
Okay, so no thanks. Yeah, I got it. And no thanks and allow, so no thanks, correct? No thanks. Here we go. Okay, now let's connect your new Wi-Fi. Step one, go to your phone Settings app and select your Wi-Fi game Bag Cabin password. Okay, once connected, okay, hang on. Okay, now I'm connected to the in the bad cabin, that's the name. I gave it. So all right, so I'm connected. Let's go back to the app. Step two, once connected, return this app to text below. So we go to next, please wait. It says, looking for your title nodes, and it's, there's a bar, progress bar, and it says it may take up to a minute. Okay. Now the child, the parent node, the X parent node, sitting nearby, is starting to blink pink. And I'm still, I'm still in the adding your child nodes part, with the progress bar at the bottom of the page. But this time, instead of just being green, it's now, it's now blinking pink. this could take out this could take from four to six minutes per child Note. See if that phone will connect with it. We're still adding child nodes, so it's taking a while. I guess the expare. It's still blinking pink. This is mhm Okay. [silence] Okay. [silence] How about I disconnect my wife and you connect there? Mhm. [silence] No. [silence] Okay, the X parent. [silence] Now I went solid blue. [silence] Um, it says it's still adding child nodes. The bar is completely gone from left to right.
16:00
Speaker 1
Okay, then click add more Nodes. I mean, yes, if you want, if you want to add that node, you can just get it and bring it right next to the main router. So do not add more nodes for now, just get the router first and bring it right next to the main router.
22:00
Speaker 2
okay wait your network router child node one. so it's next add more nodes, and so I have to go to the building next. excuse me. okay, and all right, so okay do we wanna do that now?
22:00
Speaker 1
It depends, sir. If you want to do it now, then we will do it. But if you can do it on your own, it's just going to be the same, uh thing that we did. Uh-huh. Okay. You power it on. You power it on first. Yes. And wait for it to boot up. When it's blinking red or solid red, you reset it. The light indicator, if it's solid if it's ready for set up is pinkish red or solid purple. Then you can add it. Yes, yes. After you have to add it on the app.
23:00
Speaker 2
Can, can you wait while I? Yeah. Okay, so you just have to wait. So once I get the the the other child node, I bring it here next to the new parent and then I press the reset button. I'll power it on. Ah and then do I just leave it there until it goes solid blue again or do I have to do something in the app to add it? [silence]
23:00
Speaker 1
using the app. Do you want to add the child node now or you will do it on your own? Okay, go ahead.
24:00
Speaker 2
OK. All right. So are we done with the app for now? I prefer to do it now if I can get in the other building. Do you, can you? It just takes a minute for me to go over there and see if I can get in. So if you just bear with me. I'll do that. So you may hear some of me talking to other people here in a minute. [silence] Good morning. Morning. Oh, sorry to bother you. Good morning. [silence]
24:00
Speaker 1
Yes hello. Okay. I'm not so sure, sir. Maybe there's something wrong with the port already. A good thing that we were able to add it as a wireless child note. I mean wireless router.
27:00
Speaker 2
Uh, she's the ethernet connection, fry or something? Hello? Hello? Duh. Hello? Yeah. So I got the the the other um, child node and you just take me a minute here to plug it in and power it up and uh, we'll go from there. So do you have any idea what happened to the old parent? Why that why it wasn't working? Was it something gone wrong with that ethernet port? Easy. Okay, it's plugged in, solid blue light on the other child node. Now it's blinking. And we're just waiting for it to go blinking red. Is that correct? And then we'll reset it. Reconnecting now.
27:00
Speaker 1
Yes, what's the light indicator now?
29:00
Speaker 2
okay, I'm blinking red so I'm going to press the reset button until the light goes out and comes back blinking blue. Is that correct? hello? yeah. that's not Oh, but right now it's solid blue. I haven't done it. Oh, no, there it goes. it's gone to red. Solid red. Now it's back to blue.
29:00
Speaker 1
Okay, what's in a what does it say on the app? What does it say on the app? Now, Okay, but the router is already all sold, baby right? Okay. All right. Click next on the app. What does it say? Are you on the dashboard doen?
30:00
Speaker 2
still it's it's on the same page where it says next or add more nodes and I have the the router and one child [silence] right so it it found its place it found its home everything was the same um okay okay let us help you information submit data um [silence] yeah it looks like it's just uh send diagnostic data to Linksys so I click next right [silence] [silence] [silence] hello [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] No it says it's losing
31:00
Speaker 1
Okay. And Domini rode. [silence] Aww. [silence] Yes, there should be three in total. [silence] Okay, then if that's the case, I think your system is back online. All good. [silence] You can relocate the router back. Um, will it be wired there or is it just going to be wireless?
32:00
Speaker 2
How many nodes? Let's see what it says when I hit nodes. Three. Three nodes. I guess a parent and two children, right? Yep. Yep, we have. Yes. OK. Well, I had the that trouble before. I don't know if you've seen the record, but I have an ethernet cable from the parent in this building to the
33:00
Speaker 1
Well, it is... Well... It is... Okay, all right, because if it's going to be more than 30 of the space, we require it to be wired because there is a tendency of disconnection. So that's why if it's going to be more than 30 feet of the space, you have to have it wired. So now when you relocate, just relocate first the closest and then the farthest. Yes. Yes. Mm-hm. The farthest. All right.
34:00
Speaker 2
And it was messing with the Ethernet cable, and it was causing troubles. It wasn't working right. And so I just disconnected the Ethernet cable and let it use the Wi-Fi and it was running okay. So, I'm not sure what the deal was there. Do you understand? It is more than 32. Oh, okay. of the two chillen modes, do the one that's closest first. And then all right. All right. Okay.
34:00
Speaker 1
So that's the case, sir. Um, do you have any other question? Or are you good to go now? Yeah. Okay. Well, if it's gonna be Wi-Fi, then that's okay. Just relocate it from the closest to the farthest.
35:00
Speaker 2
Yeah, it okay. I I'm one more question about the the child node that's in the other building. um I I had I had it connected and it it started the the light started to go uh red flashing red more often more often. So I I called in for support last month. I think it was May or June. And the solution was to disconnect the Ethernet cable to the child node in the far building and um And then it came up with the blue light just via the the Wi-Fi and it seemed to be working fine. So Okay. All right, no, I I think you uh solved my problems for me and I I call it a day.
35:00
Speaker 1
Okay. You too as well. So, thank you for your patience and cooperation. So, um, all right. You too as well, sir. Bye. Bye.
36:00
Speaker 2
I appreciate it. You did a good job. Thank you. You as well. Thank you have a good day. What? Bye.
36:00