V2 Rubric Detail — d4bb87b0-81fe-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-17 16:44
Duration
33m 51s
Contact
760-271-1966
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137666
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer's TV is having issues with buffering.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall70.6% (+26.6)

V2 Grader Summary

The agent provided technically accurate guidance regarding SSID separation and security modes per KB, but the resolution was only partial because critical streaming diagnostics (signal strength and wired testing) were omitted, leaving the intermittent issue unconfirmed. The agent demonstrated strong ownership and communication, though could improve by confirming customer understanding of technical terms. No auto-zero triggers were present.

V1 Case Analysis

Customer reported Samsung TV intermittently losing Wi-Fi connection. Agent guided to separate 2.4 GHz and 5 GHz SSIDs, set WPA2/WPA3 Mixed security, and reconnect TV to 5 GHz. TV reconnected but buffering not confirmed resolved. Advised to monitor and call back if issue persists.

Troubleshooting Steps
  • Collected router model, serial, and contact information
  • Guided customer to router UI (corrected IP to 192.168.1.1)
  • Renamed SSIDs to separate 2.4 GHz and 5 GHz networks
  • Changed security mode to WPA2/WPA3 Mixed Personal
  • Advised TV to reconnect to 5 GHz network and reboot
Key Observations
  • Agent provided incorrect router IP address (192.162.1.1) before correcting to 192.168.1.1, causing initial confusion.
  • Skipped key steps from universal_streaming_diagnostics.md: no TV signal strength check, no Ethernet connection recommendation, and no post-fix streaming verification.
  • Instructions during SSID renaming and security changes were occasionally unclear, requiring customer clarification.
  • Customer reported the issue may still be intermittent after reconnecting the TV.
Positive Highlights
  • Collected complete customer and device information (name, phone, email, model, serial) early in the call.
  • Successfully guided customer into the router’s web interface despite initial IP error.
  • Recommended WPA2/WPA3 Mixed security mode, a best practice for compatibility and security.
  • Advised separating 2.4 GHz and 5 GHz SSIDs, which can help with band steering issues.
  • Provided clear follow-up instructions and ticket number (137666) for continuity.
Agent Errors / Gaps
  • Provided wrong local router IP address (192.162.1.1) which contradicts KB guidance and could have blocked access.
  • Did not follow structured streaming diagnostics: skipped TV signal strength check and Ethernet recommendation.
  • Failed to verify resolution — only confirmed reconnection, not streaming performance or buffering resolution.
  • Unclear phrasing during SSID/security configuration caused customer confusion and repeated attempts.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 97%
Customer states: "The TV's working, but it's an intermittent problem, so we'll just have to watch and wait" — indicates temporary improvement but no confirmed resolution of root cause.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent performed speed test and router login, changed SSID and security settings, but skipped key steps: did not check TV’s WiFi signal strength, did not attempt wired Ethernet connection, and did not verify if TV was on 5 GHz before changes.
R3 Partially Met Correct resolution path conf 90%
Agent pursued configuration changes (SSID separation, WPA2/WPA3) which are valid, but bypassed more direct diagnostic steps (e.g., signal strength, wired test) that are prioritized in KB for TV-specific streaming issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom (TV WiFi drops), asked about speed and device count, but failed to ask about physical distance, obstructions, or signal bars on TV — all critical per universal_streaming_diagnostics.md.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used router web interface and speedtest via fast.com — appropriate tools — but did not use built-in signal diagnostics or guide customer to check TV WiFi indicator, missing key evidence.
T3 Met No misinformation conf 98%
All technical instructions (login as admin, rename SSID with _2.4/_5, set WPA2/WPA3 mixed mode, apply changes) align with KB guidance in adjacent_common_wifi_questions.md and adjacent_smart_home_iot.md.
Communication
C1 Met Clear & professional language conf 96%
Agent gathered info, set expectations, guided step-by-step, managed transitions, and maintained control despite customer digressions and confusion.
C2 Partially Met Confirmed understanding conf 88%
Agent used terms like 'WPA2/WPA3 mixed personal' and 'router.local' without checking understanding; customer struggled with interface navigation, indicating mismatch in technical adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned the case end-to-end, did not transfer, and followed through on troubleshooting without deflection.
O2 Met Proactive follow-through conf 97%
Agent provided ticket number (137666), advised to observe TV performance, and invited callback if issue recurs — clear next steps and timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned or evident — confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent’s scope and support path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred — E2 not applicable when E1 is N.A.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent apologized proactively, thanked customer for patience, and remained courteous despite technical hurdles and customer uncertainty.
X2 Met Tone & rapport conf 92%
Agent adjusted pace, repeated instructions, and stayed engaged; customer expressed appreciation for patience and help.
X3 Partially Met Overall experience conf 87%
Customer had to manually reconfigure router settings and reconnect all devices — high effort workaround; agent could not automate or simplify the process.
Call Transcript53 turns · 58 lines
Speaker 2
Welcome to Linskis support to ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Oh, mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm-hmm. I'm gonna- Mm. Mm. Mm. Mm. Mm. Mm. Mm. [silence] [silence] [silence] [silence] Oh. Certainly. What Well, I've got the link for this
01:00
Speaker 2
Hi, thank you for calling Linxsys. This is Regina. How could I help you today?
05:00
Speaker 1
Well, it's just the TV keeps saying that there's a, a wireless connection problem. And it'll come back after a couple seconds. And sometimes it just loses that signal completely. So, those are the problems I've been getting. And I have to admit that there's other devices that are connected to the same router that don't have.
06:00
Speaker 2
Now, what kind of issue sir?
06:00
Speaker 1
My [silence] have the issue um, but I it's only the TV and frankly I spent 30 to 45 minutes or more on the phone with Samsung today and uh uh they suggested that we call the our service provider which I've done and they connected the uh wiring and the signal to the modem and it's fine and they can't go any further than that. Uh and uh but the Samsung folks suggested that I would would call and talk to you guys about um uh whether there's if this device is being blocked by the router somehow and that doesn't even sound like a thing to me, but uh I'm just trying to follow their instruction to get to the next step. So, um, is there any way you guys can kind of uh look at the device. Okay. Yeah. It's Ron Lachlare. Which is L A C L A I R. 760, 271, 196. It's R O N B O 7753 at gmail.com.
07:00
Speaker 2
I already apologize sir, but we don't have a remote access at the moment.But let me just gather your information including the router information to create a record here in our system.So may I know your first name and last name? The luck player and your callback number. [silence] How about your email? [silence] And how many links is router?E5D5
08:00
Speaker 1
Just one. Yes. Let me get closer because it's kind of small print. And I'm an old guy. Uh, 5 0 U 1 0 M 1 3 C 0 0 8 1 5. Yes. Spectrum. According to uh the the uh Linksys dashboard I've got here.
09:00
Speaker 2
I do not have run serial), okay, so the model number for your Linksys router is an MR. 2000 and who is your Internet service provider? And how many devices are currently connected to the network, wired and wireless?
09:00
Speaker 1
Here it shows 11 devices connected. Yes. Uh 3 feet. It's very close. Yeah, that was part of the troubleshooting thing is we have a TV on in our bedroom, which is on the other end of the house. And while this TV was having a signal problem, I walked in and showed her that the TV in the bedroom is still connected. So it's like uh, so the wifi router's still working. This TV's further away and it's got a signal wifi signal. And the one that's right next to it's not connected, so I think the problem's in the TV. But I couldn't get through uh, [silence] Keywords: AirPods, troops, AirPods Max, audio output, left channel, right channel. **Summary**: - The audio visual feedback isn't functioning properly as intended. - Initially, only sound from the left channel is audible, but when testing the right channel, no sound is coming from it. - Further testing reveals intermittent functionality of the right channel. - Despite adjusting the device, the issue persists. - The problem is likely hardware-related, not a firmware issue. - The user expresses frustration and disappointment with the Apple support experience. - The user plans to document the problem and gather evidence to support a warranty claim. - The user is considering options for a replacement, including the possibility of returning it to the Apple store or contacting third-party support for diagnosis.
10:00
Speaker 2
and television-connected wirelessly and how far it is from the main router. Sir. Well, it just. Mhm. It just. Mhm. So, are you. it's.
10:00
Speaker 1
Yeah. yes. Yeah, I've, I've done that, and it, it shows like 500 uh, I do a speed test. I can measure this. I did the speed of your, the device's currently getting, and I used the test with fast.com, and it comes up with uh, uh, something on the order of, you know, 500 and something megabits per second. Yeah. three times. okay. It's still doing the upload speed test, and that's about um, 22, 23 megabits per second. And it's not done yet. [silence]
11:00
Speaker 2
Set up three feet apart from the router. Do you have a phone or a device in your hand? Can we do a speed test? Yeah. But since we are on the line, Daniel, try to do it, and let's try to observe it. Try to run a speed test three times. So 223 Mbps. And for the second time.
11:00
Speaker 1
Okay, let me do uh so it's the um the downloads 580 uh megs. and the upload is 21 megs with um uh latency of like 13 milliseconds it says. So let's run it again. It came up with 580 um again for uh for download. Um still testing upload, but it looks like it's gonna get something on the order of what 20 megs per second. Here we're mostly interested in the download. Yes, this is with my phone, yes. I'm running your Linksys diagnostic app and the third time, it got 570 megabits per second. So, it's 570, 580. I think we have a 500 megabit connection. So, it's the correct speed for for what we're purchasing.
12:00
Speaker 2
So this is wireless, this is your television. So you are currently doing a speed test using your wireless television, which is your Samsung. Okay. Okay. Since it's doing good, do you have any computer or laptop in your end, which we can use to access a web interface to.
13:00
Speaker 1
there's I i Pads available. Yes. Okay. My wife's going to get her iPad. I can't mind to see if I can see it. But yeah, what what do you want us to look up?
14:00
Speaker 2
, configure your Wi-Fi settings. Okay. Connect your iPad. So, your iPad is currently connected to the network. Open a browser such Google. Okay, so, open a browser.
14:00
Speaker 1
then just say login login at the 1.1. it says routers like link six and i use to access as an access point so i should do a i should say login it says to access the admin panel or the address login to at
15:00
Speaker 2
Open Google, then on the address bar type 192 dot 162 dot 1 dot 1.
15:00
Speaker 1
What to write? Yeah. My router local, you say? Dot local. My router dot local to be why why. Hand II continue to link. Sist smart Wi-Fi. I think I'll press that link. And now type in. [silence]
16:00
Speaker 2
is that Google okay try to go back try to use my router.local so y r O T E R local my router.local yes that's it yes [silence]
16:00
Speaker 1
Uh, what does it want? Recovery key it's asking for. Oh. I gotcha. I'll go in. new admin password and Hit and hint. Do I need to do that? Okay. Okay. Yeah, I don't know what that is.
17:00
Speaker 2
Okay, so it's asking you to create a router password to log in. So the recovery key is labeled underneath of the router, sir. Don't worry, it won't affect with your wi-fi password. We just need a router password to log in. Okay, create the new admin password. Hint is optional. Make sure to follow the requirements on creating a router password.
17:00
Speaker 1
But let's see. I think I created one. I think I created one for this device last night, so let me use the same one if that's okay. Or something similar. Oh, I did, okay. Okay. Let's try it. Because it's, I, I keep these the old-fashioned way. Your password can't have the same character twice in a row. So it didn't accept it. Oh, okay. At least ten characters. Oh, okay. It's les- I thought it was more than ten that it wanted.
18:00
Speaker 2
10, to 12 characters with an uppercase. Okay. Yes, you can. But make sure it will accept. [silence] Make sure there's no the same. Yeah, make sure no the same characters.
18:00
Speaker 1
Let me show it. Oh man, a couple of times I have that. Yeah, because we're on the same username for this account. Let me clean this up in my little note here. Okay. So now enter the username for this account. I hope that username is my email. [silence] admin oh thank you thank you that's better that's better cool okay I think it's brought me to the screen now what would you like me to do I see uh network status Wi-Fi settings and um I I think it is the button it does say off but it's it's not highlighted it it's kind of in the back it looks like it's not highlighted to me um I think okay let me push it there
19:00
Speaker 2
you can just use admin for your username, it doesn't matter. yeah, a-d-m-i-n. [silence] okay [silence] okay. is the guest access turned on? go to the guest access. it's off.
20:00
Speaker 1
it says on okay, so say put it on and make sure it's turned off, okay, it's off. uh, I'm gonna go cancel back to the main page, okay. I'm not sure I see device, oh, I see priority. that's the one? and it does say off, um it's off. uh back okay.
21:00
Speaker 2
So make sure to turn off. Turned off. Got it, click OK. Go back to the main page and then go to device prioritization and make sure it is turned off. Yes. Okay, that's good. Click OK then go to troubleshooting below.
21:00
Speaker 1
. trouble shooting trouble shooting router signals I see the yeah I see the name of some devices yeah status tab name of some devices and I can see the Q 80 . below status say what now I see an okay button but not a report button oh I see report never mind never mind I I see it okay I see I I'm on report
22:00
Speaker 2
okay, so under troubleshooting, sir, you can see their status, right? okay, below status, yes, so below status, kindly click report. Click report. No, no, no. There's devices been report. Yes.
22:00
Speaker 1
Now, I believe router information firmware version is One dot one dot five dot two one zero one six six. Yes. Okay. Is that in the troubleshooting screen? Okay. Yeah. Oh, I see it down there. Wow. Wow. Yeah, yeah. You want me to tap on the CA?
23:00
Speaker 2
And kindly provide a firmware version. Okay, so it is 1.1.5.210166. Click OK. So that you can go back. And then scroll down to the very bottom. So, you can see a C that is too small, sir, on the bottom. Two caps lock letter C, A, like California. Now click OK. So that you can go back to the main page and scroll down on the very bottom. Yes.
23:00
Speaker 1
Okay. Uh, see network settings. Wi-Fi settings. Gotcha. There's uh, for both of them it's Net gear 43. Net gear is all caps.
24:00
Speaker 2
And then go to Wi-Fi settings on the left side. Okay, you can. Yeah, Wi-Fi settings. 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. Now, what is your Wi-Fi name for the 2 and 5G bandwidth? Okay. So let me just confirm, sir. You have the same Wi-Fi name and password with your NIT Gear? Okay. So regarding with that, I totally, sir, it is not really recommended to have the same Wi-Fi name for your NIT gear. [silence]
24:00
Speaker 1
Okay, it's just a Wi-Fi name that I think everybody has on their phone that's come to this house, so we sort of just kept that name, you know, for [silence] for [silence] for [silence] for [silence] Poland. It sounds like then, then everybody that would come over with a phone that normally connected here would have to know that new network name, is that correct? [silence] Yeah. [silence] Um, we could do that. Why [silence] Do you think this is a problem or [silence] why [silence] Why are we doing that? [silence]
25:00
Speaker 2
Our network, because we're not able to recognize if it is your link disk, browser, or link network. Yeah, but of course, if you're going to change your Wi-Fi name and password, all your devices that are currently connected will disconnect. And you need to individually reconnect them to your new Wi-Fi name and password of your link network. Would you like to do that, or? Yes. It might. Yeah, it might. [silence]
25:00
Speaker 1
Okay. and how do I change that that name? It's got, it brings up the password screen but uh that's on the Wi-Fi set. Uh Oh. Uh
26:00
Speaker 2
Sure, but of course if you're just prefer to use this one, you can still just change some of the Wi-Fi name. How about this? Can we make just add underscore 2.4 for the 2.4 GHz band of your Wi-Fi name. So Netgear, blah, blah, blah and then underscore 2.4. Uh, just click the last digit of the Wi-Fi name. Did you click? Yeah, make sure to go to the Wi-Fi settings on the left side below Troubleshooting.
26:00
Speaker 1
Yeah, I'm not, uh, oh, Okay, maybe, I gotcha. I think I've got the, I've got WiFi setting screen up now and it's got the WiFi name, a password and a number of other things, uh, quite a few other things. Yes, yes. So, you want, it'll accept the, uh, the period, the point? That without. I did underscore, and I did 2.0. Yeah.
27:00
Speaker 2
not on the right side, because you cannot click that one for the 2.4 and 5 gigahertz band right? okay now for the 2.4 underscore 2.4, yes but you can make you can just put there dash or underscore 2.4 or just 2.4 okay
27:00
Speaker 1
Okay. And now I say okay or should I say apply? okay WPA2 personal so I should change that to five or something okay okay
28:00
Speaker 2
Yeah, so maybe just add underscore five with your Wi-Fi name for the five gigahertz band. [silence] And then for the security mode, click the drop down arrow and select WPA two slash WPA three mixed personal.
28:00
Speaker 1
Okay. 0.4. It is 43. Router is applying the changes. We might lose everything. I mean, yeah, yeah. I know.
29:00
Speaker 2
And just make sure to use the same Wi-Fi password to all of the 2.4 and 5 gigahertz. And then once done, click apply to apply the changes. Okay. And while it's applying changes, you can also restart your television. Your Samsung. Yeah. Your Samsung.
29:00
Speaker 1
I think this was connected to the five uh five gigahertz all right so now the network status is of course an error because it's changed there it is it was 43.5 i guess password was
30:00
Speaker 2
Yeah, so everything are disconnected, sir. So kindly connect the Samsung television to your 5 gigahertz band. [silence] Yeah.
30:00
Speaker 1
Thank you. It's connected. It's connected, yes. I.
31:00
Speaker 2
Is your television can connect to the five gigahertz band? And I'd really apologize sir, but you need to connect your other 10 devices to the network.
31:00
Speaker 1
Yes. How? Okay. Okay. Okay, very good. Well that's a minimal, but [silence] we will. Okay. All right. I appreciate your help and uh... [silence] 137. [silence] 16567. [silence] Oh, 137 [silence]
32:00
Speaker 2
And I would like to set an expectation that since 5 gigahertz band will provide a better speed, connect them with your 5 gigahertz band. But then there are some devices here that won't connect to 5. So you have other option which is your 2.4. That is your second choice. Okay. And then? Yes. And then of course, observe if your Samsung television is still experiencing buffering issue, then don't hesitate to call us back. So I will provide your ticket number. So it's your welcome, sir, and just use your ticket number 137666. Yes. So, sorry, 137 then 666. [silence]
32:00
Speaker 1
0. Oh, that's an ominous number, but. 1. All right, glad I got it corrected. 2. Yeah, that's all right. 3. Well, we'll see. 4. The TV's working, but it's an intermittent problem, so we'll just have to watch and wait and hope we don't have to call Samsung. 5. But I do appreciate your name. 6. You've been very, very helpful and patient, so we thank you. 7. all right. 8. Thank you. 9. Bye-bye.
33:00
Speaker 2
yes. I don't really apologize sorry, I don't have authority control for that ticket number. Yeah, but don't hesitate to call us back, sir, if you need more assistance, so I guess we're okay now, right? yes, of course, we need to observe. Okay, so hopefully, you're welcome, Ron, and thank you so much also for your time and patience while we're doing the troubleshooting process. So bye for now and take care. You're welcome, bye.
33:00