V2 Rubric Detail — d72b8f78-7bb3-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 16:32
Duration
30m 27s
Contact
Zhi Yu
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136554
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MULTIPLE DEVICES CANNOT CONNECT.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.81/5
Technical1.56/5
Communication1.25/5
Ownership2.50/5
Escalation5.00/5
Customer Exp1.79/5
Overall48.0% (-8.1)

V2 Grader Summary

The agent successfully resolved the Wi-Fi connectivity issue via factory reset and Wi-Fi reconfiguration, confirmed by the customer. However, critical flaws include: (1) materially incorrect technical instruction (5-press reset method, valid only for pairing, not factory reset); (2) failure to verify ISP-provisioned status before resetting a Cox-managed device, violating policy; and (3) poor call control with silences and loss of direction. These errors prevent full compliance despite the positive outcome.

V1 Case Analysis

Customer reported Wi-Fi connectivity issues; devices reported incorrect password. Guided factory reset, connected to default Wi-Fi, and reconfigured SSID/password via web UI. Connectivity restored. Multiple technical inaccuracies noted.

Troubleshooting Steps
  • Attempted access to 192.168.1.1 via phone and laptop
  • Guided factory reset using the reset button
  • Connected to default 'Linksys setup' Wi-Fi network
  • Logged into router with default admin password
  • Changed SSID and password for 2.4 GHz and 5 GHz bands
Key Observations
  • Agent instructed a '5-press' reset method ([14:00]), which is a mesh pairing procedure, not a factory reset.
  • Agent referenced a 'solid purple' LED state ([13:00]), which is not documented in any Linksys KB.
  • Agent did not collect or confirm the router model number, preventing accurate guidance.
  • Agent failed to suggest the non-destructive recovery-key method before recommending a full factory reset.
  • Agent displayed dismissive communication, including suggesting the customer buy a new router ([08:00]).
Positive Highlights
  • Successfully guided the customer through a factory reset and re-configuration of Wi-Fi settings, resulting in restored connectivity.
  • Confirmed resolution by verifying device connectivity after changes ([28:00]-[29:00]).
  • Provided the correct local access URL 192.168.1.1 for router login ([03:00], [21:00]).
Agent Errors / Gaps
  • Provided wrong 5-press reset instruction: the 5-press method is for mesh node pairing, not factory reset ([14:00]).
  • Misidentified LED color: 'solid purple' is not a standard Linksys router status indicator ([13:00]).
  • Did not use the recovery-key method for admin password recovery before suggesting a full reset.
  • Failed to collect model number or verify warranty status when relevant.
  • Advised using 'admin' as the default admin password without confirming model compatibility ([23:00]).
  • Displayed dismissive language, including suggesting the customer buy a new router ([08:00]).
  • Incorrectly stated the reset process requires waiting for a 'solid purple' light ([13:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms 'It's working' after router reset and Wi-Fi name/password change, with devices successfully reconnecting.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided through reset and reconfiguration steps advancing the issue, but troubleshooting was disorganized (e.g., skipped ISP-provisioned device verification, relied on customer obtaining a laptop initially).
R3 Not Met Correct resolution path conf 90%
Agent performed a factory reset on a Cox-provisioned device without first confirming whether ISP support should be contacted per policy, violating resolution path standards.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (devices unable to connect, 192.168.1.1 unavailable) and asked about light status, but omitted critical diagnostic question about ISP-managed device status.
T2 Partially Met Appropriate tools / resources used conf 85%
Reset button was used appropriately for factory reset (hold until LED flashes), but agent incorrectly instructed 'press reset five times' — a method invalid for this scenario and potentially confusing.
T3 Not Met No misinformation conf 100%
Agent instructed 'press the reset button five times within five seconds' for factory reset. Per KB, this is the 5-press pairing method (for mesh nodes), not a reset procedure; correct reset requires holding 10-20 seconds until LED flashes red and turns off.
Communication
C1 Not Met Clear & professional language conf 90%
Long silences, abrupt transitions ('I'll transfer you'), loss of control during customer frustration, and failure to maintain direction ('you got to figure out how to work the router').
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but failed to adapt communication when customer struggled with app download/desktop mode and did not consistently confirm understanding of key steps (e.g., accessing 192.168.1.1).
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent remained on the call and completed resolution, but exhibited hesitation (initially suggested transfer to Cox specialist then reversed course), indicating unclear ownership.
O2 Partially Met Proactive follow-through conf 80%
Agent provided next steps (reset, connect to default SSID, change Wi-Fi settings) but did not clearly explain the full sequence or timeline; customer had to infer actions like changing Wi-Fi credentials.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history referenced or observable, and no handoff occurred on this touch.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted or performed; agent independently resolved the issue through troubleshooting and configuration, which was appropriate given the outcome.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch, and none was warranted after troubleshooting proceeded to resolution.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent opened with empathy ('I totally understand your concern ma'am') but later adopted a dismissive tone ('you got to figure out how to work the router') and failed to acknowledge repeat-contact fatigue.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a steady pace but did not adjust communication style to address customer's confusion about app vs. browser access or repeated struggles with device connectivity.
X3 Not Met Overall experience conf 90%
Agent required customer to obtain a laptop, perform a factory reset, and download the app — steps that could have been avoided by guiding local access via phone browser to myrouter.local or 192.168.1.1 directly, increasing customer effort.
Call Transcript54 turns · 57 lines
Speaker 1
Welcome to like, thank you. I can't wait to be the call. You know, and if it was, you get a hold of them and I'm not going to sit there and troubleshoot with them over the phone. That's the key to file. Hi, uh, we were, uh, a few days ago our Wi-Fi stopped working. It said our, um, uh, passwords were wrong even though they're, uh, the same. Yes. Yes.
00:00
Speaker 2
[silence] Welcome to Linksys 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. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys. This is SJ and how can I help you today? Okay, so I totally understand your concern ma'am, but is this your first time calling us for support? And are you calling from the United States? May I know your first name and last name?
00:00
Speaker 1
The first name, the first name is Z-H-I and the last name is Y-U. Yes. Yeah, 702 2 three two three five two eight. Z-H-I-R-Y-A-N 88 at gmail.com. Yes one four five C one zero M two six C zero zero seven six four cox blue
01:00
Speaker 2
Okay. So it is Z Ryan 88 at gmail.com. And how many linksys, router do you have? The. Can you please provide a serial number? And who is your Internet service provider? And what is the light indicator of this router? What is the light light color of the router?
02:00
Speaker 1
[DOWNWEIGHT] Hello? Hello? Sorry, I'm with cox.com their ISP provider. It's working and it's connecting, but for some reason, their devices won't connect like some of the Apple devices and they don't know how to login to the 192 page. If you can give me that where I can change the setting. they'll be fine. I got a phone in my hand if you want to give me like the 192. Okay. Okay.I try to go to the 192 page. Okay. And it's saying that it's not available. It's not working. So you able to look it up for me on your phone? I know I'm able to do that. So if you go to our website, you can find different methods that you you can use to change the settings. Okay, I'll go there. [laughter] it's just long, it takes a minute. Oh, write it very good. I'll go to it right now. Okay. Let's do a little deeper so. Well, I'll go to that in 215. and let me put old, And this is for what status? Yes, sir. I'm can you hold for a moment? Let me transfer you to a specialist who can assist according to coxcom.
03:00
Speaker 2
solid blue, which means it's working. Check your other devices if they are able to connect to your network. Hello? Yes? Okay. Do you have a computer or a laptop in your answer? But how? Yeah, but make sure your phone is in a desktop mode. All you need to do is to open a browser, then on the address bar type 192.168.1.1. Yeah, because if you're planning to access the web interface, better for you to use a laptop, computer, iPad, or a tablet.
03:00
Speaker 1
Right. Um, let me see, this, uh, will work. I do have a laptop, but it's not connected. So, the, it's not connecting. Not even trying to go. He doesn't even recognize it. To go to the 19.2 on the laptop. Right. That's so he's saying. It won't connect. That's the problem they're having. My phone is the only device in this home that connects right now. Neither of laptop school connect. And, um, maybe I can just run my phone and desktop phone. cuz uh, it, that's not happening. Okay, okay. It's asking for a recovery key, which is on the back of the device. [silence]
04:00
Speaker 2
so do you have a laptop in your end? [silence] yeah it's okay, but make sure the laptop is connected to the Wi-Fi name and password of the router. uh, yeah, go ahead. [silence] yes.
04:00
Speaker 1
[silence] five six five oh three And then the admin password It's just the thing, I don't know if this is their equipment. I'm just trying to help them out. I hit reset and it says input is required. so I gotta put something in. How do I do that?
05:00
Speaker 2
Yes. Did you created your own admin or router password or not yet? Okay, just proceed to create a new one. Click to reset or forgot password to create a new one. It is different from your Wi-Fi password. Yes. Proceed to create a new one. Yeah, it asks you to
05:00
Speaker 1
Right. It's not working. Once I hit pause, everything goes. Say again, sorry. Not going past the pause, okay. [silence]
06:00
Speaker 2
right? And you need to proceed to create your own admin password, anything. But you need to follow the requirements on creating the router password.
06:00
Speaker 1
For screen. I'm putting here, there's nowhere to click reset password it just says reset and when I put reset it tells me to put in the password. I put in a password nothing happens. Uh that's what I'm saying, no they don't they haven't created that. This is their router. I don't know if they've created that. That's why they're calling you. I I'm not going to sit here and do that. You guys got to figure out how to work the router, but I can't sit here and play with you on the phone about it. It's the works best if you got a laptop so you can because she's right you need a laptop because it won't work on my phone, but the laptop won't connect to the network. But you got to change the settings to your router. [silence]
07:00
Speaker 2
Yeah, click forgot or reset password. Yeah. But did you already created your own admin password? Yeah, because sometimes you can actually change your router password, if you forgot that, because it's different from your Wi-Fi password. Kelly, go back to the previous page.
07:00
Speaker 1
clark wire like that yeah if you can't get that router to work just get a cost router if you you can't get that one to work go to the store and ask them to get you a cost router call us back and tell us to come back and put the cost router in by the by the yeah bye the new router right yeah if you can't get if you can't get get the new router work you got to buy a new router yeah there's nothing wrong with your
08:00
Speaker 2
Hello, are you still there? Okay, oh, ma'am, do you have a, a device, any device that is still connected to your logo's network? Okay, um if you don't mind, Z. Would you like to proceed with the troubleshooting process? [silence] So, do you have a laptop, a computer, any device that are still connected to your network? Which device? [silence]
09:00
Speaker 1
No. Yes. There were. there were. It was just for the past few days. Uh, where do I change
11:00
Speaker 2
We can actually proceed to reset the router. It might that you just forgot your Wi-Fi name and password, so let's start from the beginning. Set up your Linksys router and then set your own Wi-Fi name and password. But your smart devices are working fine or it was working. Yeah, but before your devices disconnect to the network, are they able to work previously? Not at all. Okay, now, gently, press and hold the reset button of the router.
11:00
Speaker 1
Is it the button that says WPS? Oh, right, I see, I see it. Hold it. Hold it. It's blue.
12:00
Speaker 2
Yeah, let's start it again. Okay. Okay. At the back of the router, there's a reset button. It is actually labeled as reset. The red button. Okay, press and hold it. Make sure the light blinks red, goes off, and then turn to solid blue. So when it turn to solid blue, you're going to release the reset button. Okay, let's go.
12:00
Speaker 1
Now it's blinking.
13:00
Speaker 2
Wait for the light to turn. Yes? Okay. Just wait for the light to turn solid purple. [silence]
13:00
Speaker 1
And one home you don't really work. It's still blinking blue. Oh, it's purple. Okay. Now it's blinking purple.
14:00
Speaker 2
Okay, what is the light indicator of the router now? Is it solely purple? [silence] Okay, now, kindly press release the reset button of the router five times within five seconds. Press, release. Press, release. Press, release. Press, release. [silence]
14:00
Speaker 1
All our iPhones and laptops and TVs, nothing. Blue.
15:00
Speaker 2
Okay, and what are the devices that won't connect to the network V all of your devices? So let's just start to figure it out. Since the router is setting up, so keep observing it for three, up to five minutes. Let me know once the router turn to solid blue. Yes. [silence]
15:00
Speaker 1
Yeah, it's solid blue. Oh, it's solid blue. Oh, it got to settings. Yeah, yeah, I see it.
16:00
Speaker 2
Solid blue. Okay. Can we connect your phone on the bottom of the router Z? You have the default name and password. Use that to connect your device. So, your wifi name starts with link, say setup. Select that one on the wifi settings, and enter the password on the bottom of the router. [silence] Wifi settings. Is this the phone? Okay. Go to the wifi settings, check your available networks. Look if the wifi name, the default wifi name of the router, which is Linksys setup. Okay, click that one.
16:00
Speaker 1
All right. Comfort. Um, loading right now. It says incorrect password. Let me try again.
17:00
Speaker 2
Are you connected? Just trying to connect or connecting? Double-check. [silence]
17:00
Speaker 1
Well, it worked. Yeah, it's working.
18:00
Speaker 2
You can check if you can browse. Again, which means the router is working. It might be just forgot your Wi-Fi name and password earlier. Try to connect your other devices to the default name and password on the bottom of the router, including your television. How about your other devices. earlier that your computer, your laptop, your phone, your television, won't connect to the network. What this time?
18:00
Speaker 1
All right, it's connected. It's working. So, are we not going to be using our, our own internet anymore? Uh, sure.
19:00
Speaker 2
[KEEP_UNCERTAIN] Would you like to change or recover your original WiFi name and WiFi password? Or just prefer to use the WiFi name and password on the bottom of the router? We can actually change that if you want.
19:00
Speaker 1
It'll be better if we did. He was just gone. No app. I don't see it. Is it WebEx meetings? Yeah. Uh, we have a Chromebook and a MacBook.
20:00
Speaker 2
Okay, now since your phone is successfully connected to the network, kindly download a Linksys app. Do you have a Linksys app or are you familiar with that app application? Links this up. Your laptop or computer is successfully connected to the network. Is it the Windows or Mac? Okay. Kindly open a browser such Google. Sorry.
20:00
Speaker 1
okay I download 192 点 one six eight is it okay if I do it on my computer yes
21:00
Speaker 2
open Google. Then on the address bar, on the address bar type 192.168.1.1. So 192.168.1.1 and then enter. Download, keep your Wi-Fi handy, download the Linksys app. Am I right? Click the picture or the image of your phone. Yes. You need to
21:00
Speaker 1
Yeah, I know. Okay. It's downloading. I clicked the two phones. Apposing my password. [silence It's not a. [silence Silence is 30 million.
22:00
Speaker 2
On that page, you can see picture of two phones. Okay, click the first phone. No, do not proceed to download the Linksys app. On that page, you can see keep your Wi-Fi handy. Download the Linksys app. There's a QR code and then the picture of the two phones. Just click the picture of the two phones on the page and then you will routed to a page that shows access router. Did you wait until the page that asked you to sign in using the router
22:00
Speaker 1
Yeah. A, D, M, I N? Sign in. Easy, biggie. Okay, I'm, I'm in. I, yeah. Okay. Okay. I see three, I see 2.4GHC band, 5GHC band and. What else do you see? Do you see six? Okay. Okay. Can you switch to the 5G band? Okay. Yes. Perfect. I'm going to try turning off the 2.4G. Okay. Okay, turn it off. Okay, let me switch it back on now.
23:00
Speaker 2
router password okay used admin okay default admin password all lower case a d m i n all lower case yes yes okay you're on the blue screen go to smart wi fi tools device list okay go to the wi fi settings on the left side below router settings connectivity troubleshooting wi fi setting click wi fi setting and then change your wi fi name and password as well.
23:00
Speaker 1
6th g. Sea band. Okay. AHH. Can I change the password to the original one? Okay. OK.
24:00
Speaker 2
Okay, create this same WiFi name and password to all of the bandwidth. Do the 2.45 and 6. Yeah, of course. You can use your original WiFi name and password, but make sure the same WiFi name and password for the 2.45 and 6 for the meantime. [silence]
24:00
Speaker 1
Okay. Okay. She went. Mm- Two- Two then. We go to the other one. Mm- Yeah. Mm- Pala. Pala.
25:00
Speaker 2
Of the bandwidth, 2.45 and 6. Will create the same Wi-Fi name and password.
25:00
Speaker 1
Okay. everything changed. Hello. and yes. Okay. Hmm. Yeah, we've we've run out of steam.
26:00
Speaker 2
Okay, click apply. Click apply. So apply the changes. And make sure to remember the wifi name and password that you created.
26:00
Speaker 1
Ripped it down. Yes it is. So do I just wait on the screen? Do you want me to? Check the message.
27:00
Speaker 2
And it's configuring, right. We're applying the changes. Yes. And then try to reconnect your devices to your.
27:00
Speaker 1
Okay, I see it. It's working. I'll do it on my laptop. I did it on my laptop. Oh, I didn't even know that. I didn't even need to connect to my laptop. It's already. Oh, and then you can see that. [silence]
28:00
Speaker 2
OK, how about your other devices? OK, how about your other devices? What should they do? OK. Yeah, because you use the same, credentials. How about your television? Loading or trying to reconnect. Okay. So, which means your router is working fine. We successfully set it up and reconnect your other devices. So, is there anything else that they can help you with? Yes. Because your other devices can connect. But of course if you have more, if you need more assistance just feel free to call this back. Just use the ticket number 1 3 6 5 5 4 9 3 3 2 5.
28:00
Speaker 1
OK. [silence] Thank you so much. [silence] You too. [silence] You too. [silence] Thank you. [silence] [silence]
30:00
Speaker 2
That's your ticket number 040 from us 3 links this case number 040 Okay your welcome Z For having a greater Bye bye
30:00