V2 Rubric Detail — d435d5f6-7557-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 14:19
Duration
16m 30s
Contact
Jiten Patel
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135482
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: TV cannot connect to the internet
⚠ 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

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall86.9% (+30.9)

V2 Grader Summary

The agent correctly diagnosed the TV signal issue as band confusion on a shared SSID and implemented a KB-aligned solution by splitting the 5GHz SSID. The customer confirmed the TV was reconnecting and internet was working, indicating resolution. While communication could have been more adaptive and follow-up more concrete, the technical execution and outcome were fully effective.

V1 Case Analysis

Customer reported intermittent TV signal loss upstairs. Agent guided to access http://myrouter.local, keep 2.4 GHz SSID unchanged, rename 5 GHz SSID to include '_5G', and ensure TV uses 2.4 GHz. Customer reported signal appeared restored. No model/serial confirmed, and security mode was misstated.

Troubleshooting Steps
  • Attempted to collect router model and serial number (unsuccessful).
  • Verified customer had a computer and could access the router’s web interface.
  • Guided customer to http://myrouter.local and logged in.
  • Explained 2.4 GHz vs. 5 GHz bands and recommended keeping 2.4 GHz unchanged.
  • Instructed to rename 5 GHz SSID to include '_5G' for separation.
  • Incorrectly advised to set security mode to 'WP AH personal'.
  • Guided customer to verify phone on 5 GHz and TV on 2.4 GHz.
Key Observations
  • Agent failed to confirm router model or serial number despite repeated attempts, causing confusion and inefficiency.
  • Agent incorrectly referred to the Wi-Fi security mode as 'WP AH personal' instead of WPA2 Personal, a clear technical inaccuracy contradicting the KB.
  • Agent did not verify the router password before login, risking access failure.
  • Call flow was inefficient due to repeated, unproductive questions about device count and model number.
  • Customer reported resolution, but it was not fully validated — agent did not confirm TV was actively receiving signal or test stability.
Positive Highlights
  • Provided clear step-by-step guidance to access the router via http://myrouter.local ([06:00]), aligning with KB guidance.
  • Correctly explained the advantages of 2.4 GHz for long-range devices like TVs ([09:00]), consistent with adjacent_smart_home_iot.md.
  • Recommended band separation by renaming the 5 GHz SSID while leaving 2.4 GHz unchanged, which aligns with KB guidance for IoT and smart TV setup.
  • Successfully guided the customer to apply changes and report a likely improvement in TV signal ([15:00]).
Agent Errors / Gaps
  • Repeatedly asked for model/serial number without confirming the customer could locate it, leading to confusion and inefficiency ([01:00]–[02:00]).
  • Incorrectly stated the Wi-Fi security mode should be 'WP AH personal' instead of WPA2 Personal ([10:00]), directly contradicting the KB.
  • Did not confirm the router password before asking the customer to log in ([07:00]).
  • Asked unclear and repetitive questions about 'how many lynxest devices' and 'link jib', which confused the customer ([02:00]–[03:00]).
  • Failed to confirm the product model, a critical protocol miss for technical support.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 90%
Customer states 'it seems to be working' and confirms internet connection on TV; agent successfully resolved the core issue of TV losing signal by splitting Wi-Fi bands to ensure 2.4GHz connectivity.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through logging into router, identifying current SSID setup, modifying 5GHz SSID to separate bands, and verifying device connections — a logical sequence that directly addressed the symptom.
R3 Met Correct resolution path conf 98%
Agent selected band separation — a standard and appropriate fix for smart TVs struggling on dual-band networks — aligning with KB guidance for IoT device connectivity issues.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified the symptom (TV no signal), confirmed it was a Wi-Fi connected device, diagnosed likely band confusion due to shared SSID, and implemented a targeted fix — demonstrating a logical diagnostic process.
T2 Met Appropriate tools / resources used conf 97%
Agent correctly used the web UI (myrouter.local) to access and modify Wi-Fi settings, which is the appropriate and sufficient tool for this scenario.
T3 Met No misinformation conf 99%
All technical instructions — splitting 2.4GHz and 5GHz SSIDs, retaining WPA2-Personal, using myrouter.local — are factually correct and consistent with Linksys KBs including adjacent_smart_home_iot.md.
Communication
C1 Met Clear & professional language conf 92%
Agent introduced themselves, maintained control throughout, set expectations ('we are going to modify'), and managed transitions despite customer confusion and silences.
C2 Partially Met Confirmed understanding conf 88%
Agent used terms like 'Capital CA' and 'bottom right corner' without confirming customer understanding; some jargon could have been simplified for clarity.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and followed through on troubleshooting steps without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent advised customer to observe if the issue returns but did not set a clear timeline or proactive follow-up plan, leaving next steps open-ended.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the successful resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 82%
Agent acknowledged the issue but offered minimal empathy; no explicit recognition of frustration or inconvenience despite recurring TV signal loss.
X2 Partially Met Tone & rapport conf 84%
Agent maintained a steady pace but did not adapt tone or complexity when customer showed confusion about device counts and SSID changes.
X3 Partially Met Overall experience conf 86%
Agent asked for model and serial number upfront — information that could have been obtained via router UI — adding unnecessary effort for the customer.
Call Transcript28 turns · 31 lines
Speaker 1
Hello. Hello. Yeah, so, um, the reason I'm giving you a call, I've got ABC fiber and, um, for whatever reason um, I'm not getting any signal all of a sudden for the last like week to my television upstairs. No. Model number for outer. Uh, one second, I'll have to go downstairs.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you so much for calling Linksys. This is Trace, how can I help you?
00:00
Speaker 1
uh uh uh hello Hello where do I see the model number? Okay uh name name is it community fiber 10 gb is it the one? Hello yes it's community fiber 10 gb dH60. Oh so model number okay parcel of recovery keys standard connection above serial number above serial number it just says scan to connect to above Wi-Fi oh model number do you want the model number? it's
01:00
Speaker 2
Yes, model number underneath the router. [silence] Yeah. Ah, this is the WiFi name. This is the WiFi name. How about the serial number? [silence] Yeah, what's the serial number?
01:00
Speaker 1
6 5 n.m. x five 7 six five n for November 10 M for mother 2 C for Charlie E for echo 17 839. We have that information now. Hello. Hello. Sorry. Uh so if I log on now. how many links what sorry?
02:00
Speaker 2
Okay. And about the serial number? [silence] How many lynxest devices do you have? How many lynxest devices do you have in total? No. No. How many lynxest nodes do you have? [silence] How many lynxest do you
02:00
Speaker 1
I don't know what how many devices do I have? Uh, Devices 15. Don't understand what you're asking me, sorry. What is the question? Oh, one, one, one, one. Only one, yeah. Yeah, of course. My name's Jitin Patel and my email address is jitinpatel@. So, Jitin Patel, should I spell that for you? J for July, I for India, T for Tango, E for Echo, N for November, Jitin. and surnames Patel.
03:00
Speaker 2
how many lankes is the device? is it just one No, linkers diviser, linkers nodes. how many of you do the I mean of the links notes do you have? Yeah, link jib, so it's, okay, Use the white tower. Right? The white tower, okay, can you give me your full name and your email address, please? [silence] am so sorry. what's is J for julia. okay, go ahead. [silence] [silence] [KEEP_UNCERTAIN] Кое about your email. okay. What's the light indicator of the router right now, sir. What is the light indicator of the router right now. Sir, can you hear me fine? Yes. Okay, do you have a computer? We are going to access the settings of the router via the browser, uh so that we can check some settings of the router. So, do you have a computer for us to do that? Yes.
03:00
Speaker 1
Yeah, so I thought there might be a fault in the TV and I'm going to. It's upstairs. Like, I've lived in this house for 10 years. With Sky I've not had a problem. Since I've had community fiber, the TV's been working, then sometimes it disappears then it comes back. So I don't know what the problem is. Right? Yeah, and I reset the television and everything. I've unplugged it, I've plugged it back in. Right, okay, cool. I'm on my laptop,
05:00
Speaker 2
You said, sir, that your main concern is that you're not having signal for the TV upstairs, right? So what I need you to do is just for a moment, take the TV remote. Please wait. What is the model of the TV? So it's just the TV that is having problems, sir?
05:00
Speaker 1
Now, what should I do? Yeah, I've done that. My router.local, yeah. Okay, yes, fine. Yep, I've done that. It says connect, but it's sure your device, how you can make sure your device is connected to the Lynksy smart Wi-Fi router. Oh, Okay, my router.local, yeah, is that what you said? Yeah. Okay.
06:00
Speaker 2
Okay. Connect it to the Wi-Fi and open up a browser. All right, on the address bar, type in My router.local. Okay. Now, what do you have? Where did you type in the numbers? Uh the address. Sir. My router that locah l s should be on the. [silence]
06:00
Speaker 1
Uh, yeah, one second Keep your Wi-Fi handy You have done that Yeah, oh, oh, okay now, it's got uh, signed in access to Routes Our uh Yeah, give me one second
07:00
Speaker 2
Okay, click on the two tab images you see on the screen. Okay, what do you have? Okay, type in your router password. So do you know your router password?
07:00
Speaker 1
Okay, I'm signed in now. Yes. Yes Yeah, okay. I've done that. Clicked into that. Yeah Okay. Yeah. Okay. Yeah.
08:00
Speaker 2
Yeah. Can you connect to the Veloc Sell step, self? Point, please? Okay, you're about to log in. Okay, now scroll all the way down to the bottom right corner of the screen sir. Look for Capital CA, like California. It's on the corner, bottom right. Okay. And then click Wi-Fi settings on the left side. Okay. Now under Wi-Fi settings, sir, how many networks did you see? Can you see 2.4 and 5G? Okay, so do they have the same Wi-Fi name, sir? The 2.4 and
08:00
Speaker 1
Yeah, community five attend, GU both, then do. Yeah. [silence] I love it.
09:00
Speaker 2
Okay. Now, we are going to modify the Wi-Fi names, sir, so that your TV can connect to the 2.4. Technically, sir, the 2.4 network is the lower bandwidth network. It is long range and it is more stable. So TVs and other smart devices connect to 2.4, sir. That's why we recommend splitting the bands. So now, this time we are not going to change the 2.4 network, sir, because your devices are currently connected to that, and I believe many of your devices only connect to 2.4. So, if you're going to change 2.4, it's going to be a big problem. Most devices, I mean, maybe some devices will disconnect. So we will just specifically modify the 5G. So your computers, your phones, those that are connected through 5G must access this. Then we will be started, okay i
09:00
Speaker 1
Alright. So it says community _5GB, remove the 10, type in 5. underscore 5g yeah. Okay. Yeah, I've done that. Yeah, that's right. Yeah. press the OK button. Yeah.
10:00
Speaker 2
Most devices that are basically the primary devices that could connect to the 5G, you can just connect them. So for the 5G WiFi name search, click on the box search and then just add on the name search, 5G. Okay. Um no, it's okay. You can just leave the 10GB and then add just underscore 5G. Or you can just remove the 10 and just change to 5. Okay. And can you make sure that the security mode is set to WP AH personal? Okay. All right, now let's change the back, let's change the back.
10:00
Speaker 1
You're, updating your Wi-Fi settings. Should I say yes? Yeah, it's just uh doing what it's doing, so, uh, give me a minute. Taking a bit. Oh, I think it's done it now. Do I press okay now? [silence]
11:00
Speaker 2
yep so the password will be just the same, sir.
11:00
Speaker 1
[silence]
12:00
Speaker 2
Okay, all right, you click OK and then you now try to check if that wifi name is showing up to the on the wifi settings. You check the wifi settings on your phone first. Yes, on your phone first. Check, because phones and computers, they are mostly capable of connecting to 5g. So please try to check if you can connect to the 5g on your phone. And then for the TV, check if it's connected only to the 2.4.
12:00
Speaker 1
And yes, I've got to, to do the password again on the phone. So, we want TV have to go 5G or 10G? G. And... but, yeah, would the TV know that? Yeah, will the television know that? Okay. Hmm. Alright, so, sorry, for the phone, is it 5G or 10G? Okay, 5G. A laptop, is it 5G or 10G? So, my
13:00
Speaker 2
For the TV, it's going to be on the 2.4. The the regular one. The one with 10G. Yes. 5G. The 5G as well, sir. So if the 5G is already [silence]
13:00
Speaker 1
Yeah, one second. All right. My phone, I've connected it to the 5G. My television, I turned power off to see. Right. I was checking Wireless Network Connection. Your Wireless Network and Internet Connections are set up ready to use. Why is there -Internet Connection set up, ready to use? Your're connected to the Internet. Okay, so that's fine. I think it's connected now. Okay. Uh, yeah, it seems to be working. Hello? No worries. Take care. Thank you. Bye. Bye. Bye.
14:00
Speaker 2
Okay. So if that's the case, just observe if it's gonna stay connected if in case you will encounter the same issue or any issues you have for the Linksys device. Please feel free to call us. Okay. Alright. You too, sir. Thank you for your time. Bye bye.
16:00