V2 Rubric Detail — ca6944d2-7bbe-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 17:51
Duration
15m 54s
Contact
richard
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#EOS00136565
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 (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall65.5% (+13.4)

V2 Grader Summary

The agent conducted partial troubleshooting (changing channel width, phone resets) but omitted critical diagnostics like verifying 5 GHz broadcast via the router dashboard, leaving the issue unresolved. The agent appropriately escalated to Level 2 with a clear callback timeline, demonstrated ownership, and maintained empathy. Communication had minor lapses in call control and clarity, but overall professionalism and engagement were strong.

V1 Case Analysis

Customer unable to see 5GHz Wi‑Fi on Samsung S23 Ultra and A54. Agent changed channel width, attempted phone network reset, then escalated to Level 2 with callback.

Troubleshooting Steps
  • Verified parent node power and LED status.
  • Changed 5 GHz channel width to 80 MHz.
  • Instructed phone to reset Wi‑Fi, Bluetooth, and network settings.
  • Checked other devices (iPad, iPod) to confirm 5 GHz was working.
Key Observations
  • Agent did not collect product model, serial number, or warranty status.
  • Troubleshooting steps were repeated and lacked clear verification (e.g., no node LED check, no modem speed test).
  • Escalation to Level 2 with a callback was the only viable path after unsuccessful attempts.
Positive Highlights
  • Maintained a polite tone and used the customer's name.
  • Offered a concrete escalation path and scheduled a callback.
  • Attempted both router configuration change and phone network reset.
Agent Errors / Gaps
  • Missing collection of essential product information (model, serial, warranty).
  • Did not follow standard Wi‑Fi connectivity flow: no modem/WAN verification, no node backhaul signal check.
  • Poor call control – long silences, repeated instructions, and unclear phrasing.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states 'I double-checked every troubleshooting... however... it did not work. I’m going to escalate the case to our level two tech...' indicating the issue was not resolved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent performed device-specific resets and adjusted 5 GHz channel width to 80 MHz, but skipped essential diagnostics like verifying 5 GHz broadcast via router dashboard or testing modem/WAN connection.
R3 Met Correct resolution path conf 97%
After reasonable troubleshooting failed, agent escalated appropriately to Level 2 with a clear callback commitment (2-3 hours), aligning with support protocol for unresolved L1 issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (Samsung phones not detecting 5 GHz) and asked about Wi-Fi visibility and channel width, but did not systematically isolate the cause (e.g., no questions about router dashboard settings or other 5 GHz devices).
T2 Not Met Appropriate tools / resources used conf 96%
Agent never accessed the router's web interface to verify SSID broadcast settings or check node status—critical tools required per KB for WiFi connectivity issues (velop_wifi_connectivity.md Step 5).
T3 Met No misinformation conf 97%
Instructions to change channel width to 80 MHz and reset phone network settings are technically accurate and consistent with KB guidance (adjacent_smartphone_wifi.md); no factual errors observed.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintained basic control and framed escalation, but long silences, disfluencies ('um', 'silence'), and unclear transitions (e.g., abrupt hold without setting expectations) indicate lapses in call management.
C2 Partially Met Confirmed understanding conf 89%
Agent used polite, accessible language and adapted to customer’s pace, but unclear phrasing (e.g., 'go back to your computer') and lack of comprehension checks (e.g., no confirmation after instructions) reduce clarity.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to escalation, performed multiple troubleshooting steps, and arranged callback without premature transfer, demonstrating full ownership.
O2 Met Proactive follow-through conf 98%
Agent set a clear next step—Level 2 callback in 2–3 hours—and confirmed the correct callback number ('954-300-1759'), fulfilling follow-up commitment.
O3 Met Closure confirmation conf 96%
Agent referenced prior interaction: 'I was the one who handled our call earlier about your Wi-Fi,' showing use of history and avoiding repetition.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Escalation decision followed documented troubleshooting attempts and was based on a persistent device-specific issue, meeting legitimate trigger criteria for Level 2 support.
E2 Met Escalation prep & handoff conf 97%
Agent explained escalation reason, timeline (2–3 hours), and next steps clearly to the customer, and recorded the correct callback number.
Customer Experience
X1 Met Customer effort minimised conf 98%
Agent repeatedly apologized ('I’m so sorry', 'I do apologize') and maintained a courteous, empathetic tone throughout, even when the issue remained unresolved.
X2 Met Tone & rapport conf 93%
Agent matched the customer’s tone, used simple instructions (e.g., step-by-step phone reset), and checked progress ('Can you try to connect your iPod...?), keeping the customer engaged despite technical complexity.
X3 Partially Met Overall experience conf 89%
Agent required the customer to perform phone resets and Wi-Fi checks, adding effort, but avoided re-asking known information and efficiently captured callback details.
Call Transcript16 turns · 20 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. [silence] Hello? [silence] Oh, I'm so sorry about what happened, sir. [silence] Um, yeah, again, sir, this is Rio from Linksys technical support. I was the one who handled our call earlier about your Wi-Fi. [silence] Okay, all right. So, right now, sir, your modem is already stable light. Have you turned on now your Linksys device, your parent node or not yet? [silence] Okay, it's solid what light? [silence] No, sir, you don't need... Uh huh. [silence] Now, can you try to double check, sir, if the Wi-Fi for the 5 gigahertz Wi-Fi band now is showing for your two phones? [silence]
00:00
Speaker 2
this is link support. This call is for quality assurance. Hold on while we connect with someone. Yeah, the line got cut after reboo - OK now, do you continue to see any - no problem. No problem. Go ahead. Okay, alright. Right now your modem is already actually live. Are you turning on now your next device? Your the parent or no, yes? Yeah, the parent node is on. Should I turn off the node? Huh? Yeah. Now, do you see this normal structure if the Wi-Fi for the five-meter to Wi-Fi band now is still - uh for
00:00
Speaker 1
Still the same? [silence]You don't need, [silence]no need sir. [silence]Okay, [silence]can we try to go back to your computer sir, [silence]to the [silence]web interface of the computer? [silence]Are you still in [silence]the same section, [silence]right? [silence]Okay, [silence]um, [silence]do you [silence]see there, [silence]sir, [silence]the [silence]uh, [silence]channel width, [silence]right? [silence]Auto. [silence]I'm sorry. [silence]hum [silence]Okay. [silence]All right. [silence]Um, [silence]can you try sir [silence]to drop [silence]the,
01:00
Speaker 2
Nah, I'm not seeing it. Still two point four here. Do I need to turn off one of the nodes? Not that it even connected. Uh, None? none okay good Okay. Yeah. uh huh. Can we try to go back to your computer sir? yeah Yeah, I'm I'm Yeah. Still there. um in the section area. Yeah. It's reconnecting. um do you see there sir the uh channel or right um channel yes it's currently set at number 48 Um oh channel with is still at auto and the channel is still on 48. Okay. Alright. Can you try sir... [silence]
01:00
Speaker 1
down and instead of auto for the 5 gigahertz try to put it in 80 aim HZ. Yes. Yes, sir. okay.
02:00
Speaker 2
Okay. I don't know. I don't know. I don't know. I don't know. For the 5 GHz, try to put it in H2Z. Okay, so up to 80 MHz, for the channel width. Okay. Apply. Do you want to continue? Yes. Apply. Change is click okay, and we're waiting and it's finished. still that 5 GHz. Click okay.
02:00
Speaker 1
Can you try to connect your iPod, sir, to the 5 gigahertz Wi-Fi bands? Let's check if you have internet.
03:00
Speaker 2
Go back in there to be sure. And still no 5 gigahertz. Still shows up on the computer though. And let's check the iPad. Yeah. It shows on the iPad it's too. Just not the phones. Okay. Okay. Let me check. Put in the password. Click on the 5G on the iPad. It connects. Let's go surfing. Let's see if this works. And we're on seeing [silence]
03:00
Speaker 1
Okay, Internet is fine. So, uh, S23, Samsung S23 and again the Samsung, uh, A54 will really not show the Wi-Fi name. Right? So, uh, Samsung A54. 5G. 5G. HD Wi-Fi band. Not showing. Okay. Uh, We've already changed the channel. We've already lowered the channel width. We've already. How about this, sir? Can we try to reset the router? Okay, set your phone's network settings. Okay, so let's try first with that A54, okay, not with your S23 Ultra. So try to go to the settings. Then general management. Click Reset and then you it will provide you another option. Then do you see there? Sorry, go ahead. Reset Wi-Fi and Bluetooth. Yeah, that one, sir. Click that. Or Or after that, do you see an option reset settings? Okay, try to click that first, sir. [silence] And click it. Yes. Yes, sir. Then try to initialize it. Okay, if it doesn't work, then you try the first one. Any other thing there? [silence] Try to click. Okay, let's go back to. Okay, try to click reset Wi-Fi. Okay, and then we restart the phone after that. Okay, sir. Try to go again to general management. And then try to click on reset network settings.
04:00
Speaker 2
Okay. Okay. no problem. Okay. so that's first with the eight to four okay? not with your s 23 ultra. Okay. so navigate to settings. Yeah. then general management. You said in. General management. Click reset and then you it will provide you another option. Reset. It says time. Yeah. Go ahead. Reset Wi-Fi and then choose. Yeah. Bluetooth and Bluetooth. Yeah. then click that. Yeah. Or. Or after that you can also in reset settings. Yeah. Okay. trying to place the
05:00
Speaker 1
okay is it done applied all right all right now if it's done try to again to go to your wi-fi settings check available networks Hmm still ... still to
06:00
Speaker 2
Wi-fi and blue-tooth settings are reset. Once you do it, it cannot be undone. Okay. Yeah, yeah. All right. Now, if it's done, try to again to go to your Wi-Fi settings, check available network. Yeah, not showing up the 4 G. Turn off the WI-Fi, turn it back on. No, only the 2.4 showing up. And accessing for the password. Uh,
06:00
Speaker 1
4 is showing not the five gigahertz right we've done already all of the troubleshooting here [silence] Let me check more. Okay. Uh, can you still the same right? No 5 gigahertz. Okay. Can you give me three three minutes to five minutes? Let me check alternative options, sir. Just gonna put the call on hold, okay? I'll be back for you. Thank you, sir. Hello, sir. All right, so sir, I do apologize it took me too long to get back to you. I double-checked every troubleshooting that I could provide to you. However, it seems here, sir, the troubleshooting really did not work. How about this, sir? In order for us to provide you additional, might be if they're another alternative options for troubleshooting I'm going to escalate the case to our level two tech so that they will be the one who will provide you if possible additional troubleshooting or there's a need to do something. There's in our answer, again, your Wi-Fi, uh for 5 GHz Wi-Fi bands is showing and it is working with test at will test it with a different device, however, it's just for uh the Samsung devices that you have right now is having trouble connecting to the 5 or detecting to the 5 GHz Wi-Fi bands. Now, since level two tech or the case will be escalated to level two tech, will it be fine that they are going to process a call back to? 2-3 hours after our call. Is that okay with you? Are you available with that time? Okay. All right. So, I do apologize, Sir Richard, that we were not able to, you know, connect your two devices, but you don't need to worry [silence] I do have a a number here, but do you want to change the number? Okay. What number? What number would you like me to provide here so that they can process a callback for you? Five four. Mhm. Okay, I got it here. Thank you. Hold on, let me just [silence] oh, I'm so sorry, sir, but there is still engaged
07:00
Speaker 2
Well, we call to see if he's available. Do you apologize, Richard, that you were not able to connect them? Can I switch the number for them to call me on? I do have a number here, but do you want to change the number? All right. At that point, I'll switch. What number would you like me to provide here, so they can call back for you? Nine three, zero zero 1. They are not available now. That's one.
14:00
Speaker 1
Okay. I got it here, sir. So right now, sir, they are still engaged with a call, but as long as there is an available level two tech that can answer, I'm sorry, that can directly claim the ticket, so that they will call you back. Okay. That's not a problem. All right. Thank you so much, sir, for your time. This is Rio from linksys technical support. Expect a call back from level two, sir. Have a nice day. Bye-bye.
15:00
Speaker 2
9 5 4-3 0 0-1 7 5 9. Okay. I got it here, sir. So right now, sir, there are still engaged with a call, but as uh as long as there is an available uh level 2 tag that can answer i'm sorry that can directly claim the ticket so that they will call you back. Okay. Great. Problem solved. and all that
15:00