V2 Rubric Detail — df678396-748c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 14:06
Duration
5m 55s
Contact
Tomas Cooper
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135304
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Can't connect the router to the app

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution3.12/5
Technical0.62/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall49.2% (+21.2)

V2 Grader Summary

Despite the customer ultimately connecting and confirming resolution (R1 Met), the agent provided a materially incorrect technical instruction (T3 Not Met) that violates KB guidance and triggers auto-zero. The agent also skipped essential troubleshooting (R2 Not Met, T1 Not Met) and created unnecessary customer effort (X3 Not Met). While model identification was correct (R3 Met) and ownership was demonstrated (O1 Met), the severity of the technical inaccuracy overrides the successful outcome per rubric rules.

V1 Case Analysis

Customer reported phone could not connect to SPNM60 Wi-Fi. Agent gave incorrect login instructions (router password 192.168.1). Customer eventually connected after rejoining Wi-Fi, but no verification of router access or issue root cause was performed.

Troubleshooting Steps
  • Collected customer name, email, and serial number.
  • Asked about router LED status (solid blue).
  • Directed customer to access http://192.168.1.1.
  • Instructed customer to reconnect to Wi-Fi and use incorrect login credentials.
Key Observations
  • Agent provided completely inaccurate login instructions: 'router password 192.168.1' and 'Google password' do not exist (transcript [03:00]).
  • Customer repeatedly referenced 'internetsetup.bin', which may indicate confusion with ISP (e.g., Community Fibre) setup process—agent failed to investigate (transcript [03:00]).
  • No actual troubleshooting performed: no power cycle, no verification of IP assignment, no check for MAC filtering or DHCP issues.
  • Call ended without confirming whether the customer could actually log into the router or if the Wi-Fi connection was stable.
Positive Highlights
  • Collected customer name, email, and serial number (transcript [01:00]).
  • Correctly identified the need to access the router via web browser due to app incompatibility (though reasoning was flawed).
Agent Errors / Gaps
  • Provided factually incorrect login credentials: 'router password 192.168.1' and 'Google password' are not valid for any Linksys router (transcript [03:00]).
  • Failed to recognize or clarify the customer's repeated 'internetsetup.bin' statements, which may indicate a misunderstanding of the ISP setup process.
  • Did not perform basic Wi-Fi troubleshooting: no power cycle, no check for DHCP issues, no verification of IP address assignment.
  • Incorrectly stated that the SPNM60 is 'no longer supported by the linksys up'—this model is supported via web interface at myrouter.info (transcript [03:00]).
  • Did not verify the correct admin password for the SPNM60, which is typically the Wi-Fi password (per KB).
  • Closed the call without confirming resolution of the actual issue—only acknowledged a temporary reconnection.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'It's connected... I'm online now... Yep it now all working' after accessing the router via 192.168.1.1 and reconnecting.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped foundational troubleshooting: did not verify Wi-Fi credentials, check SSID visibility, confirm device compatibility, or suggest a power cycle; jumped straight to web UI access without diagnosing connection failure cause.
R3 Met Correct resolution path conf 95%
Agent correctly identified SPNM60 as app-unsupported model and directed customer to local web interface (192.168.1.1), aligning with KB guidance for Cognitive Mesh devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 85%
Agent failed to identify specific symptoms (e.g., wrong password, hidden SSID, DHCP issue); asked only about LED status and number of units—insufficient for root cause analysis.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent correctly recommended the web interface, but did not use or guide customer through basic diagnostic steps (e.g., checking Wi-Fi settings, IP address, or network selection) that were necessary and within scope.
T3 Not Met No misinformation conf 100%
Agent stated: 'login using router password 192.168.1'—this is a materially incorrect instruction. Per universal_web_browser_setup.md, 192.168.1.1 is the IP address, and the password is a unique string printed on the product label.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained basic call flow but provided unclear transitions and no framing; multiple silences and customer confusion indicate loss of control during critical steps.
C2 Partially Met Confirmed understanding conf 70%
Agent used simple terms but failed to adapt when customer struggled with URL entry; did not confirm understanding of 192.168.1.1 or correct the 'internetsetup.bin' confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and remained engaged until customer confirmed connectivity.
O2 Partially Met Proactive follow-through conf 70%
Agent gave immediate next step (access 192.168.1.1) but did not set expectations for what would happen, timeline, or follow-up if it failed.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent was polite but showed no empathy for customer’s confusion or effort; no acknowledgment of frustration or repeated attempts.
X2 Partially Met Tone & rapport conf 70%
Agent maintained steady tone but did not adjust pace or simplify further when customer misheard '192.168.1.1' as 'internetsetup.bin'—a clear sign of disengagement.
X3 Not Met Overall experience conf 85%
Customer had to repeatedly re-explain and re-attempt due to agent’s unclear instructions (e.g., 'internetsetup.bin'), creating avoidable friction and repetition.
Call Transcript12 turns · 12 lines
Speaker 1
Hi there. I recently had a Linksys router installed by to by. I can't connect my phone to the router. Serial number. Yep. So it's LK60. TB5Q26019498. [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. This is Joy. How can I help you today? Um, okay. I may have the serial number of your Linksys device, please. Let me verify that. LK 60 TB5G60119498. [silence]
00:00
Speaker 1
Uh, no. So it's LK 60 TB 5Q. two six zero one nine four nine eight. Uh, SPN. M six zero. Uh, Thomas Cooper. So it's T-O-M-A-S. There's no hate. It'll be Thomas.cooper. So T-O-M-A-S dot Cooper, C-O-O-P-E-R at btinternet.com.
01:00
Speaker 2
Have your first and last name, please. Okay, so good. And lastly, your email address.
01:00
Speaker 1
.com just just one Just one pardon Uh it's a solid light a thing which is blue. Uh Yeah I think so. Like it's a solid light it might be white. I'm a little color blind. It's not flashing it's solid. Uh So when I use the app just
02:00
Speaker 2
Okay, thank you. So, um, how many Linksys units do you have in total? Only one, just for the main router? Okay. And what's the light of that router. What's the LED light at the top of the router. Is it solid white? it's solid blue. Okay. And when you try to connect your phone to the network name of that router, what does it show? [silence]
02:00
Speaker 1
All right. So I guess you're to make sure everything is finished starting up. The light will blink for starting up and then turns solid once it's ready. I say, I click on node light is solid. And then when it's doing the getting connected, keep your phone near your setup area, it starts a little and then it doesn't connect. And then it says we couldn't find your group up. Okay. So what's the website? 192 division. 192 division. 168.1.1. IP address, Google. Okay. I don't know about that. So it's not picking up like what? internet setup.bin okay internet setup bin internetsetup.bin okay internetsetup.bin once at www college students.how how you want me to type internetsetup.bin okay internetsetup.bin yeah and then setup our router good or something so internet setup bin. internetsetup.com internetsetup.com okay then you put in like the things with the commas or things its serial number the room that from the converter serial number with college.edu setupsetup.bin and then where do you put it in? Setup.bin and then where do you put it in? Like right browser, like do you just type in? [silence] [music]
03:00
Speaker 2
Yeah, because for this unit that you have. See? This is our latest model in which it is no longer supported by the linksys up. So it's not compatible with the app anymore. Yeah, that's why. So if you wanted to like access its settings just access the website 192.168.1.1. And then login using router password 192.168.1, and then use your password. Okay.
03:00
Speaker 1
OK, just waiting for that to, load. It says, connection timed out, 192.168.1.1. OK, let me turn on the wi-fi then. OK, connected. Uh, uh. [silence]
04:00
Speaker 2
and make sure your device is already connected to your router's network to your Wi-Fi to you to access that yes press and put your google password
04:00
Speaker 1
[silence] Okay. Yeah, it's it's connected. It says I'm online now. It's up to date. Is it all work? Is it all working now then? Okay, so I'm just going to [silence] Okay, great. Thank you. So I'm now connected to the [silence] internet. Lovely. Have a good rest of your day. Thank you. Bye bye. [silence]
05:00
Speaker 2
yep it now all working so if you wanted to manage your network yeah just change it there then just explore on the settings okay yes all right you're welcome have a good day bye
05:00