V2 Rubric Detail — ce35939c-73fb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 20:47
Duration
55m 2s
Contact
Mike Macias
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall78.6% (+14.6)

V2 Grader Summary

The agent successfully resolved the customer's connectivity issues by applying correct technical procedures for Wi-Fi configuration and firmware updates as per the KB. While diagnostic questioning and call control were weak, all technical recommendations were accurate and led to the restoration of the customer's camera services. The customer confirmed the issue was resolved, and the agent demonstrated ownership without transferring or breaking commitments.

V1 Case Analysis

Customer reported Wi-Fi network not visible and Ring cameras offline. Agent guided SSID/password change via Quick Setup and completed firmware update. Post-update, all nodes showed solid white lights, device list confirmed five nodes online, and cameras were functional. Issue resolved.

Troubleshooting Steps
  • Guided change of Wi-Fi SSID and password across all bands via Incredible-WiFi (Quick Setup).
  • Checked device list to confirm all five nodes were online.
  • Initiated and monitored firmware update via app, advised app reinstallation due to unresponsive UI.
  • Confirmed post-update node status and customer device connectivity.
Key Observations
  • Agent correctly applied Quick Setup to change SSID/password across all bands, aligning with linksys_now_wifi_settings.md guidance.
  • Successfully guided firmware update and recovery from unresponsive UI by recommending app reinstallation, consistent with linksys_now_firmware.md recovery steps.
  • Customer explicitly confirmed resolution: Wi-Fi visible, cameras online, and device list populated (50:00–54:00).
  • Agent failed to collect serial number or verify warranty status, a protocol miss for product-specific troubleshooting.
  • Excessive silences and fragmented instructions reduced efficiency and communication clarity.
Positive Highlights
  • Correctly used Quick Setup to change SSID/password across all bands, ensuring compatibility (07:00, linksys_now_wifi_settings.md).
  • Verified node connectivity via Device List before proceeding (08:00).
  • Successfully initiated and monitored firmware update, applying correct recovery step by advising app reinstallation when UI stalled (23:00, linksys_now_firmware.md).
  • Confirmed all nodes returned to solid white post-update, indicating successful recovery (39:00–43:00).
  • Validated resolution by confirming cameras were back online and Wi-Fi network visible (50:00–54:00).
Agent Errors / Gaps
  • Did not collect product serial number despite performing model-specific actions on MX6200.
  • Failed to verify warranty status or discuss support eligibility, especially relevant for firmware and mesh troubleshooting.
  • Provided fragmented and unclear instructions, leading to customer confusion (e.g., app login process at 25:00).
  • Did not establish clear call structure or summarize steps, resulting in chaotic flow and long silences.
  • Did not confirm admin login method or credentials before initiating changes, risking access loss.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms cameras are online and all nodes show as up-to-date, indicating the Wi-Fi name/password issue was resolved.
R2 Met Diagnostic thoroughness conf 90%
Agent walked the customer through changing Wi-Fi name/password, checking firmware updates, refreshing the web UI, and reinstalling the app, advancing the case toward resolution.
R3 Met Correct resolution path conf 95%
Agent chose a troubleshooting-only path (no escalation, no warranty claim) which was appropriate for the problem and led to a fix.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (cameras offline, firmware update pending) and took action, but did not ask targeted diagnostic questions to isolate the root cause before applying fixes.
T2 Met Appropriate tools / resources used conf 95%
Agent used the web interface (192.168.1.1), mobile app, and device list to verify firmware and connectivity, which are the appropriate tools for this scenario.
T3 Met No misinformation conf 98%
Technical guidance provided (changing Wi-Fi via Incredible-WiFi, firmware update process, and app reinstallation) is consistent with linksys_now_wifi_settings.md and linksys_now_firmware.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control by directing steps, but lacked clear framing, expectations, or smooth transitions; long silences and abrupt shifts indicate weak call structure.
C2 Partially Met Confirmed understanding conf 80%
Agent used terms like 'connectivity', 'firmware version', and 'device list' without simplification; did not consistently confirm understanding despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent stayed on the call, did not transfer, and took responsibility for guiding the customer through multiple troubleshooting steps to resolution.
O2 Partially Met Proactive follow-through conf 85%
Agent gave actionable next steps (e.g., 'delete and reinstall app', 'check firmware version') but did not set explicit timelines or follow-up commitments.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first-contact interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not express empathy early despite customer frustration ('Boy, this has been an all-day job'), but remained patient and solution-focused; no discourtesy or impatience observed.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a consistent pace and stayed on task, but did not adapt tone or style to customer’s visible confusion and repeated pauses; however, customer remained engaged throughout.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by guiding through key steps, but customer had to manually refresh pages, reinstall app, and retry connections — some avoidable friction due to app instability during firmware update.
Call Transcript72 turns · 89 lines
Speaker 1
This is links, this technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links specialist. Hello sir. Yes, yes sir. This is. Yeah. Yes. Yes sir. uh-huh [silence] Okay. But are you logged into the interface? Okay. uh-huh
00:00
Speaker 2
You know, routers, and so I need to change, I need to change my, the Wi-Fi name and password, uh, so I, because I can't even see anything on the phone, and all my cameras are still saying offline. Uh, no, but I can be. Let's see. It was 192.168.1.1. Good memory for an old guy. Let's see. And then continue, advance, continue. [silence]
01:00
Speaker 1
Okay. So your shutdown event alerts are the same as before. The child nodes are wired to the switch going to the parent node and that works fine with the new switch. Awesome. [silence] okay okay then oh yeah so make sure to click on CA [silence]
02:00
Speaker 2
[silence] [silence] Not blinking, [silence] not sure [silence] about that. [silence] That's goes [silence] to the router that was [silence] used to be the parent router, [silence] although [silence] the parent router, [silence] [silence] I mean, [silence] that, [silence] [silence] I looked up [silence] there, [silence] the colors are good, [silence] so [silence] I, I'm not sure about that. [silence] [silence] [silence] So [silence] [silence] I figure, [silence] first let's [silence] [silence] let's get this thing. [silence] Um, [silence] [silence] uh [silence] because [silence] the [silence] [silence] it says [silence] [silence] [silence] [silence] when you see [silence] a guest Wi-Fi, [silence] it has that number that comes up on my phone. [silence] But uh [silence] [silence] Oh, [silence] oh, [silence] also [silence] it's saying also firmware update available. [silence] You said something about [silence] we need to [silence] [silence] uh [silence] update that. [silence] [silence] [silence] Should we update? [silence] Okay. [silence] Mhm, okay so I need to Do that for each one of those bands okay Okay. I'm not sure if this is right.
03:00
Speaker 1
hello sir yes yeah okay alright so did you uh created create the wifi name and password exactly the same for all the bands okay uh two point fool five okay awesome awesome uh so you hit apply confirm
07:00
Speaker 2
hello? oh oh okay I'm sorry my ear must have hit mute I couldn't hear a thing h so I I I hit apply and uh so that okay that's that's done man for each band yeah mm-hmm yeah and and it came up with a confirmation page and it was it was correct
07:00
Speaker 1
um annihilation. Okay. okay at the bottom. and then... Okay. uh... before that, let's go first to the device list. let's choose if all of the nodes are online.
08:00
Speaker 2
Yeah. Okay. Okay. And then... What about the... Firmware? okay. Not giving the just... blank underneath. uh Uh oh. Yeah, give it a... Yeah, give it a...
08:00
Speaker 1
: Maybe I'll have to refresh the whole page. : Did it loaded? [silence]
09:00
Speaker 2
It has device list and the view of listed connections and that whole bottom of its part of that screen is blank. Saying waiting, it's there, there'll be in between them and that should be blank, it's there to say typing device unavailable again, you're right. 1000 seconds.
09:00
Speaker 1
I'll try to go to connectivity. Okay. Or maybe try to close this one. Open a new tap and enter the address.
10:00
Speaker 2
No, it's just waiting. Well, right now it's just a blue background and it's saying waiting. No, I'm not sure. Okay. Uh, I'll just pull up another window. Okay. Well, I guess it's a dark screen. Oh, there we go. Something's running slow, apparently. Um, so let's see, it's my home Wi-Fi picture. waiting okay log again and they go down hit see is that for California okay all right and back to the the original window
10:00
Speaker 1
I think that's okay, let's go to connectivity. And then does it still show the update that's available? Yes, update.
13:00
Speaker 2
all right. let's see. firmware update checking. for updates. yeah it's okay. they are available. so just hit update. and yes. downloading firmware. we did this before. this is I probably already have this. yeah. we downloaded it the first time that did this let me look. I'm probably we probably don't even have to download it. Yeah. It's, it's, it's installing it anyway. Seams like it's running a lot slower right now. Mm. yeah it's still downloading started to speed up now it's installing it that's what yeah it slowed down okay your router is rebooting I'll put you on speakerphone. I'm going to see if the Wi-Fi took. Okay, there it is. According to this, it looks like it's working.
13:00
Speaker 1
Okay. That's good. [silence] So, maybe the other end of the cable is not securely plugged in. [silence]
17:00
Speaker 2
I, I went and re-seeded all the cables, so I'm not sure, but, uh, let me see something else. Uh, I have a Lexus, uh, it says, good going to router, settings on my phone. Let me see if this thing works now. [silence]
17:00
Speaker 1
[silence] where where's is it this on the app on your phone? Yeah, add it to your account.
18:00
Speaker 2
okay, because I used to be able to look at that and see the signal strength, it hasn't been done in a long time. your router has no internet connection. we found a new network. add this network to your account question mark. I guess that's a yes. okay, that's on the app. okay, and enter your router password. [silence]
18:00
Speaker 1
Okay. Uh, so what's happening here when you open the app? Mhm. [silence]
19:00
Speaker 2
Okay. That's it add to count and then like okay maybe it's because we're also well we're just downloading the firmware right well it asked me for my router password which I gave it but it's not doing anything. it's not connecting right now. it's like it's frozen. let me just. that's weird. it's not responding. It says reset password, but I really didn't want to hit that one. Well, I'm trying to get out of it. Hold on a minute. Okay. Now all I'm looking at is the phone. All right. Berke go back into it. No.
19:00
Speaker 1
remove, remove well, I think the update already done yeah, refresh that, refresh the page
22:00
Speaker 2
I was just wondering if maybe it's because we're also doing this firmware update at the same time. Well, it's still saying "waiting." Should I refresh that window? Okay.
22:00
Speaker 1
Okay. Uh, that's better. So, going back to the app, just delete it, reinstall it. Uh, the menu, once you, it's, I'm installed, it, they know, by pressing and holding the icon of the app, it should give you the option to remove it or delete it, uninstall.
23:00
Speaker 2
It's just a big blue screen now. How do you do that? Okay, and I was trying to get router settings again.
23:00
Speaker 1
Ok Log out you're going out that's okay That's ok sir manage your life
24:00
Speaker 2
okay now it came back uh says um your router has no internet connection okay logout. what's that? all right. it still saying waiting in the in that smart window uh smart uh uh wi-fi window. okay. all right so now it's it's now I'm back at syslink, and this is manage your wi-fi setup a new wi-fi network. so just... okay. connecting to your router. so email.
24:00
Speaker 1
Just the option, choose the login using the router password, not the email. Yes, there are two options to login using your email and the other is to login using the router password. Choose the router password. [silence] No, sir. So you're supposed to log in only or enter only the router password. There's, there are two tabs there, email and then router password. Need to tap on router password. [silence]
25:00
Speaker 2
Okay, but it also is asking for not the email. Oh, I see. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. It spic oh, no, it's saying invalid email address. Yeah. Yeah. 1
25:00
Speaker 1
[silence] Alright. [silence] Okay.
26:00
Speaker 2
Say Okay. Okay. Okay, yeah. There we go. So that I- last five connections. 20 devices, five nodes. So, if I hit the nodes. Yeah, it shows the five nodes. So. And it's telling me that firmware update available. Uh we are trying.
26:00
Speaker 1
Okay, like Does it show you which version it's trying to updated to? [silence] Okay. [silence]
27:00
Speaker 2
Well, this is on the app, not on the this about the computer screen. No, it's just an update button. Just like the computer did. But the computer is still saying waiting. [silence]
27:00
Speaker 1
So what is the, when you tap on nice notes or what is the firmware version in each node? That's for both the, or is it the same for the MX 6200 nodes? This is the node, I mean the stack. You can get leopards, yeah there's new firmware version 8.05, so it's just check the usability. But it's still currently in release. There's firmware released, but still in release? We are not final yet, but we were working grip and so that would be just time between. Okay, so even in beta. Yes. Okay, How can I get this? Go to the phone, go to... Find the same sound stack. You have the four different models. Good.
28:00
Speaker 2
let's see. okay 1.0 6. I'm sorry. 1.0.6.21.4.4.4.7. that's the first node. let me see this. yeah. it's a different one for the uh WH W 01 V 1 model.
28:00
Speaker 1
Yeah. It should be different. Yeah, well, the same models should be the same firmware, but we, we expect different firmwares for different models. So, so what is the firmware version for the, the WH, 7z 01 models?
29:00
Speaker 2
That one's getting that firmware is different. Let me see. Oh, they're all different. But they're not. Yeah, well, It's uh 1.1-point-13-point two one six nine zero six.
29:00
Speaker 1
One, three, one, six, nine, zero. Okay, so, the MX 2,000 or the MX 6,200. What's the, what you mentioned the firmware are different, so what's the firmware version for the other one? [silence]
30:00
Speaker 2
Okay.
30:00
Speaker 1
[KEEP_UNCERTAIN] there are two OK, hold on. I think what she's saying is that there are two [silence] okay, hold on. I think what you're trying to say here is that there are two [silence]
31:00
Speaker 2
and 0.14.62167038. and the last one is 1.0.14216738. Well, that's the same. Looks like I bet you, I bet you the one got updated when the first guy was working on it. He did a firmware update. He probably only did one node. He probably just did the main node, the parent. Yeah. And then that makes sense because the others weren't even hooked up then.
31:00
Speaker 1
Our mk 6200 uh the latest version is version is 1.0.14.216738 uh then you said that there are two uh nodes uh you test that firmware and they show 1.0.14 while the third node is on firmware 1.0.6. So it is possible that the firmware might be not updated or not synced. [silence]
32:00
Speaker 2
okay let me go back and look here at that that the okay, so okay, yeah, that one is updated. Let me, I'm looking at all of them now. Come on. Yeah, it looks like just 1 of the MX. Yeah, that
32:00
Speaker 1
I'm here. Yeah. Yeah, try it.
33:00
Speaker 2
The this one is the one that's not updated. Yeah, because it's a one point zero point six. So so can I just say update router from here? Yeah. Okay. And it tells you, okay, update now. Okay. Downloading this the computer screen never did clear up. Yeah. It says this will take about 15, 16 minutes or 17 minutes at most, so you don't have to worry about it. Yeah, yeah, that's good. Okay. If you think 16, okay, 16 minutes is a long time.
33:00
Speaker 1
So, does it say it's updating it? [silence] Okay. [silence] All right. [silence] Okay. Yeah, let's wait for the update on the app to finish. For you. Let's wait for the update on the app to finish. [silence]
35:00
Speaker 2
It shows the firmware for all of them that one this is you're not connected something's going on here it's very slow What's that Yeah right right Yeah we don't want to mess that up [silence]
36:00
Speaker 1
No, he didn't. That's sure. So it's still updating or. Okay. All right. [silence]
37:00
Speaker 2
Says future updates will happen overnight automatically and only take a few minutes. How come it didn't do it before? [silence] Still, it it says restarting. Oh, I see there's a red light on the parent mode now. That's why I'm getting a router not found window on my computer too. Boy, this has been an all-day job. Unbelievable. Okay, the light on the uh parent is back uh to white. Yeah. So let me see if I hit that router, that sounds say retry. No. The little taskbars getting closer to the end. Getting closer. Unbelievable. Should be finishing now. Well, it said 15 minutes. I think you're right. The taskbar is all the way to the end, so it should be. Should be about done.
37:00
Speaker 1
Change screen yet. Okay. But the
42:00
Speaker 2
[silence] now it's still on the restarting
42:00
Speaker 1
fair node now has a white light. Okay. Try to close the app and then reopen it.
43:00
Speaker 2
Yes. Okay. [silence] Better. [silence] [silence] [silence]
43:00
Speaker 1
Okay. Uh, let's check the version of the firmware. Okay.
44:00
Speaker 2
Well, okay, it's just taking getting router settings to give them to get to the screen. Okay, now it's asking me for a login. That's. [silence]
44:00
Speaker 1
Okay [silence] Right [silence] Yep [silence] Okay [silence] Well it's your
46:00
Speaker 2
Okay, so if I go on the phone to WiFi, it says it's connected. Manage WiFi. Let's try that again. Okay, router password. Logging with phone. First connect to the WiFi. Okay. Now it's connecting to your router. It didn't even put a password in. And then it's saying unable to connect to the WiFi. [silence]
46:00
Speaker 1
Your phone still connected to the Wi-Fi, okay. All right. Okay.
47:00
Speaker 2
Yeah, um, let me, just hit Google. Yeah, seems to be. Yep. The phone is hooked to the Wi-Fi. Okay. Manage your Wi-Fi settings. And when I hit router password, that's when, you know, now it's trying to connect again. Okay. See, this is the confusing part. You never know what it's trying to do. [silence] Yeah. [silence]
47:00
Speaker 1
okay. [silence] All right. All right. Let's uh, go to connectivity. [silence] All right. If we click on the details to check each uh version.
48:00
Speaker 2
I'm trying to go back. Let's see. connectivity cancel. Well, okay. I don't know what's going on with the app, but let's try it from the computer. I'm back to the regular screen, but I don't have CA. Okay. It says nodes are up to date. Yeah. [silence]
48:00
Speaker 1
Okay, that's great. Hi. So for the app, I guess you'll just have to delete it and then reinstall it. So if you you're successful in deleting it, then you have to go to the app store to reinstall it. You gotta download it again
49:00
Speaker 2
Okay, so the three MX 6,200 has the same and the two WHW01s have the same and they're all saying up to date. All right. Yeah, finally. Yeah, I don't know. I'm not sure how to. Okay, so how do you reinstall? That I'm not sure. Oh. Okay. Alright. We don't necessarily have to do that, right? Right now.
49:00
Speaker 1
Not. Yeah, not actually. Not unless if you use the linkages out from time to time though. You really need access. Okay. All right. All right.
50:00
Speaker 2
well what I mean I do yeah I don't look at it a whole lot okay so we're up to date with firmware and uh device list let's see oh my goodness oh one two three four five it's okay those are all online mic CPU the rest of it don't care about okay so and then let's go to ring camera all the cameras are
50:00
Speaker 1
All right. You can actually check that on the device. Just click on each node, and it will tell you the signal strength or if it's wired one.
51:00
Speaker 2
so it looks like it's all working now I don't know why that one light on the on the uh switch isn't working but it seems to be that was the only way I could when I went to the Syslink app that's where I could tell whether you know the strength was good on on each one so all right then let's see can I can I tab what does it give that it just that's details [silence]
51:00
Speaker 1
If you click on each node on the device list, it should tell you or show you, yeah, on the device list, and then you click on each node, it doesn't show any signal. Well, for uh, what do you call this? For nodes that are connected wired, it should not show signal. It should show that it's wired.
52:00
Speaker 2
[silence]And where does it show the signal strength? [silence]Under under my network [silence]Under the device list, right? [silence]Okay [silence]So [silence]Yeah. [silence]Um [silence]It says device details but I don't see anything about the strength. [silence]Well [silence]They're all
52:00
Speaker 1
Okay, then I think that's the reason why. Uh-huh. Uh-huh. Yeah. And then your devices are connecting. Um, you mentioned the camera.
53:00
Speaker 2
okay so the little symbol when you look at each one on the device list there's a little looks like a Wi-Fi signal above it on a couple of them uh three of them have that little Wi-Fi signal above the picture of the you know the the note and one of them just says online it has a just dash and another one has a like online and you know it's just it's a little confusing I I know how to do that? Well, I guess that's not important. The main thing is that they're working and then one
53:00
Speaker 1
Cameras are working now. [silence] Okay. [silence] All right. [silence] All right. [silence] [Music] [silence] No other problems. [silence] Yeah. [silence] Well, thank you for your cooperation as well. [silence] Any welcome. [silence] See you as well. [silence] Bye.
54:00
Speaker 2
Yeah, yeah, yeah, they are, I just I went to ring and it I'm seeing all the cameras so I think I think it's working good now. All right. Well, again, I appreciate all your help. I would have never been able to do this on my own. Okay. Well, thank you, Mark. And you have a good evening. Okay. All right. Bye.
54:00