V2 Rubric Detail — cdb2843a-7eb3-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 12:10
Duration
8m 54s
Contact
+447468593382
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall34.4% (-21.6)

V2 Grader Summary

The agent offered several generic troubleshooting steps but never resolved the laptop's connectivity issue and ultimately referred the customer to their corporate IT without taking ownership or setting clear next steps. No escalation was needed, but the lack of ownership and follow-up results in an Ownership Gap outcome.

V1 Case Analysis

Customer reports work laptop cannot maintain stable Wi-Fi connection near a Linksys node, despite other devices working. Laptop shows one bar and does not appear in the Linksys app. Agent suggested Ethernet test, SSID/password change, Channel Finder, and factory reset. Customer will try Ethernet and may contact corporate IT. Issue unresolved.

Troubleshooting Steps
  • Suggested testing with a wired Ethernet connection to the node
  • Suggested changing the Wi-Fi SSID or password
  • Suggested running the Channel Finder feature in the Linksys app
  • Mentioned a full factory reset as a last-resort option
Key Observations
  • Agent correctly isolated the issue to the specific laptop after confirming other devices work in the same location [02:00–05:00].
  • Failed to verify basic Wi-Fi settings (password correctness, 2.4 GHz vs 5 GHz band, MAC randomization) before suggesting major changes.
  • Repeated generic suggestions (SSID change, factory reset) without confirming results of prior steps or access to router settings.
  • No device model, serial number, or warranty information was collected.
Positive Highlights
  • Agent correctly identified that the issue is isolated to the specific laptop, not the network, after confirming other devices work in the same room [02:00–05:00].
  • Suggested a wired Ethernet test to isolate whether the problem is with the node or the laptop's Wi-Fi adapter [07:00], which is a valid diagnostic step.
  • Acknowledged that corporate-managed laptops may have restrictions and that IT support may be needed [08:00], setting appropriate expectations.
  • Remained polite and allowed the customer to guide the conversation when clarification was needed.
Agent Errors / Gaps
  • Failed to collect product model/serial number or warranty status when troubleshooting a connectivity issue.
  • Provided inappropriate first-line steps (changing SSID/password, factory reset) before confirming simple causes such as password or band selection.
  • Did not check for iOS/Windows private MAC address randomization or DHCP reservation issues, which are common causes of device-specific connectivity problems.
  • Did not confirm whether the laptop could connect to the 2.4 GHz band, which is often required for older or corporate-managed devices.
  • Did not verify if the customer could access the router web interface (http://myrouter.local or http://192.168.1.1) before suggesting configuration changes.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the laptop connectivity issue; directed customer to corporate IT without confirming a fix or completing troubleshooting.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent suggested wired test, changing SSID/password, and channel finder, but skipped foundational checks like signal strength, DHCP, or MAC randomization despite symptoms pointing to them.
R3 Partially Met Correct resolution path conf 70%
Agent identified the problem as likely device-specific and offered options, but did not fully explore all feasible Linksys-side fixes before directing the customer to their IT department.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify the root cause or ask relevant diagnostic questions. Despite the customer reporting 'one bar' of signal and the device not appearing in the app, the agent did not probe for MAC randomization or DHCP issues.
T2 Not Met Appropriate tools / resources used conf 90%
Agent relied entirely on the customer's verbal report and the app. The agent failed to use the local web interface to verify DHCP reservations, MAC addresses, or connectivity logs.
T3 Met No misinformation conf 95%
The specific recommendations provided—testing with an Ethernet cable, changing the SSID/password, and using the Channel Finder—are all technically valid actions supported by the provided KB articles.
Communication
C1 Partially Met Clear & professional language conf 60%
Agent introduced themselves and asked a question, but the call lacked clear framing, summarization, and smooth transitions.
C2 Partially Met Confirmed understanding conf 60%
Agent used mostly plain language but did not consistently check the customer's understanding or simplify jargon.
Customer Ownership
O1 Not Met Ownership & empathy conf 85%
Agent handed the customer off to their corporate IT without taking ownership or offering to follow up.
O2 Not Met Proactive follow-through conf 85%
No concrete next-step timeline was set; only a vague suggestion to try an Ethernet cable and then contact IT.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 80%
Agent correctly decided not to escalate, as the issue appeared to be a device-specific problem.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was required.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent gave procedural advice without acknowledging the customer's frustration or showing empathy.
X2 Not Met Tone & rapport conf 85%
Agent maintained a static, procedural tone and did not adapt to the customer's repeated concerns.
X3 Not Met Overall experience conf 85%
Customer was asked to repeat steps (e.g., try Ethernet, channel finder) and was ultimately directed to external IT, increasing effort.
Call Transcript18 turns · 18 lines
Speaker 1
Uh hello, um, I was wondering if you could help me please. I'm just having some trouble with uh, getting my work laptop to to connect to the Wi-Fi in the spare room where we have like a link sys node. And I was just wondering if you might be able to help please. Yeah. Well, it's kind of a new laptop. Um, essentially, it's almost like in in the spare room, um, where there is a node, like, all the devices that I've brought into the room to sort of test it are working, but this laptop [silence]
00:00
Speaker 2
Welcome to Linksys Support. to assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. My name is Vin. I helped you today. [silence] Your work laptop can't connect to the Linksys node. Was it able to connect before?
00:00
Speaker 1
for some reason, when you try and join the Wi-Fi, it shows that the Wi-Fi's there, but then when you click on it, it it's not really working. Um uh um um um No, like into uh there's no phone line or anything in in this room, so no. No, yeah, no, it's just Wi-Fi not the like there aren't any like the is the front room of the house and that's the only place where there's sort of Yeah.
01:00
Speaker 2
Mhm. How about try wiring it instead? Is it able to be wired? An, ethernet cable, not a phone line, but an ethernet cable. All right. Um in this case, um in this case if it still would not be able to be wired as well, your last option is to consider changing the Wi-Fi name instead. Since the Wi-Fi name is currently visible, but your new work laptop can't connect to it, a Wi-Fi name change might be able to resolve the issue.
01:00
Speaker 1
Okay. So just just to check then, like, it although it Es, your computer is currently connected to the Wi-Fi as best you can see. Yeah. So like on her computer, it's showing like one bar of Wi-Fi. But then when I go on to the Linksys app, um, you know, and look at what devices are connected, it's not that computer's not showing up at all in the the devices list on on the on the devices on Linksys, if that makes sense. Yes. Uh-huh. Uh-huh. Okay. Yeah. Yeah, yeah, my laptop, my laptop, I'm in the same room as, my partner, and it's her work laptop. So my laptop is also in this room. [silence]
02:00
Speaker 2
Yes, there are times that the app cannot reflect every single device that are connected, even though they are currently connected, but the device that are already connected to it, really does show that they are working. Like, for example, here, laptop, it's connected, but not reflecting on the app.
02:00
Speaker 1
And it's showing like full wi-fi whereas her, on the actual laptop, it's just showing one bar of wi-fi. And then on the linksys app, it's not showing her laptop as a device at all. Yeah. Okay, so uh, just so I can understand, then I probably won't, but will that, does that have consequences for any, like, what will that do? Yeah. Yeah.
03:00
Speaker 2
I see. But once again, as of the current issue you might need to consider changing the Wi-Fi name or the Wi-Fi password. Yes. If you either choose to change the Wi-Fi name or Wi-Fi password, your devices that are already connected will get disconnected. But it does allow other devices as well to be able to find it and connect to it instead. For example, your work laptop as of the moment cannot connect. But if you try to change the Wi-Fi name,
03:00
Speaker 1
Okay. Um, but, but as I was, her, her work laptop is showing that it's like on the laptop itself is showing it's connected by one bar. So it is kind of connected, but it's not connected properly. If that makes sense. But if she goes to the kitchen or down to the front room where the router is, then it's, then it's fine. Is that right? Yeah. So it's just the fact that when she comes into the spare room where the node is, that, that seems to be the problem. Yeah. So again though, just just to, just to try and figure it out. Like, Okay, and
04:00
Speaker 2
It might connect to the new wifi name instead. If that is the case, then your node is currently not providing you enough connection so you might need to perform channel finder on the Linksys app. The channel finder is found under WiFi settings and under Where advanced wifi settings
04:00
Speaker 1
When I'm in the spare room, where the node is, with my laptop, it's fine. It's showing full Wi-Fi. So, same with my phone, same with her phone. Yeah. Okay. So, sorry, the channel, right, you said to, uh, to go to. Is that on the laptop? Transcribed with Otter.ai
05:00
Speaker 2
Upon probing further, it's no longer a Wi-Fi connection issue since most of the devices are having connection without any problems. That can easily be isolated that it's the work laptop that's currently having connectivity issues. But once again, in terms of your Linksys connection, it can either be resolved if changing the Wi-Fi name or password or trying to perform a channel finder. Your last possible option that you can consider is a complete factory reset which is not advisable since most of your devices are working without problems. Wi-Fi settings and advanced Wi-Fi setting.
05:00
Speaker 1
says it out, far on the computer, so. so, Wi-Fi settings, yeah. advanced Wi-Fi settings and then channel finder. I did do that. I tried that earlier actually and that didn't seem to make any difference. Scanned channels and it it did all that, but it hasn't improved the situation. I did that about an hour ago. Yeah. Sorry, just forgive me because I I don't.
06:00
Speaker 2
on the Linksys app is it's exclusive only on the app [silence] all right but in this case it's no longer a connectivity issue regarding about your Linksys but rather a problem in regards to the new work laptop [silence] that's why a wired connection is the best way to go to see if it really does able to communicate with your Linksys or in this case the internet [silence]
06:00
Speaker 1
I'm not that technical. I know the laptop works. Like you said, like it what it connects to the Wi-Fi is fine downstairs. It's just when it's in this backroom where there's the node like that, it's not connecting. So, Yeah. So. Yeah. Exactly. Yeah. Yeah. So, do you mean a wired connection to the node? No. Okay. Uh, I might have to see whether I've got an ethernet cable anywhere. Yeah.
07:00
Speaker 2
yes. once again, we need a wired connection to test if the node is proving a problem with the newer laptop. it's not that the laptop cannot connect. it's just that it cannot establish proper connection while in that specific room. yes. to that specific node, using an ethernet cable. but once again, if it's only that specific devices having the issue, we can no longer try to assess the much more further since it can be rounded up as a device problem rather than your [silence] as a service provider. it's a wired connection.
07:00
Speaker 1
Yeah, okay. All right, well, I'll try. I'll see then if I can find an ethernet cable and then try and connect directly to the node. And then if that doesn't work, I think she'll, maybe she can speak to her company's IT and see whether they can do anything from their end. Yeah, that's right, yeah. Okay. We'll see whether that IT might have an idea. All right. No, that's fine. Thanks very much. Thank you. Bye. You too, bye. [silence]
08:00
Speaker 2
all right uh just to also reconfirm this laptop is provided by the company is that correct? all right if that's the case they really need to look into it much more greedysince um regular device can be controlled by the owner but for this one it's a company controlled device all right is there anything else all right thank you for calling lynsummary also take care and have a great day [silence]
08:00