V2 Rubric Detail — f0c162d8-64f6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 18:05
Duration
24m 4s
Contact
Daniel Suttles
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132995
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WIFI Settings Configuration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to provide troubleshooting without payment, using financial barrier to avoid assisting an out-of-warranty customer, which violates the OOW best-effort standard.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical3.12/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve the issue, demanded a $15 payment for basic support, and provided confusing guidance. Despite correct use of the web interface, the agent violated OOW best-effort policy, showed no empathy, and increased customer effort, resulting in an unresolved and poorly handled interaction.

V1 Case Analysis

Customer (WHW03) wanted to separate 2.4 GHz and 5 GHz SSIDs. Agent pushed $15 paid support, gave fragmented instructions via web UI, failed to confirm success or establish follow-up. No resolution achieved.

Troubleshooting Steps
  • Verified model (WHW03) and serial number; identified out-of-warranty status.
  • Directed customer to access router admin page at http://192.168.1.1 and use recovery key to reset admin password.
  • Instructed customer to rename 2.4 GHz SSID to separate from 5 GHz networks.
  • Attempted to guide customer to use Linksys app for verification but failed due to login issues.
Key Observations
  • Agent introduced $15 paid-assistance fee before any troubleshooting, creating immediate distrust [03:00].
  • Failed to confirm customer understanding at multiple steps, leading to confusion about URL entry [10:00–11:00] and admin interface navigation [13:00–14:00].
  • Abandoned call without confirming resolution or setting next steps, despite customer expressing fear of breaking network [17:00].
  • Mixed web UI and app guidance without resolving credential confusion, undermining trust and progress.
  • Communication was disjointed, with long silences [05:00], unclear instructions, and no empathy for customer's technical anxiety.
Positive Highlights
  • Correctly identified the router model (WHW03) and serial number (20J10C65907009) from customer input [01:00–02:00].
  • Accurately provided the local admin URL http://192.168.1.1 and explained recovery key process [10:00–11:00].
  • Correctly explained that renaming the 2.4 GHz SSID would separate it from 5 GHz bands, per KB guidance [15:00].
  • Recognized that device reconnection would be required after SSID change, warning customer of disconnection impact [16:00].
Agent Errors / Gaps
  • Introduced $15 paid-assistance fee before any troubleshooting, violating protocol that basic guidance should not be blocked by payment [03:00].
  • Failed to confirm customer understood each step before proceeding, leading to repeated confusion [10:00–11:00, 15:00–16:00].
  • Did not resolve admin password confusion after customer failed login attempts [21:00–23:00], despite having guided the reset earlier.
  • Switched between web UI and app guidance without establishing which method the customer could use successfully.
  • Allowed call to drift into abandonment without setting a clear next step or offering self-help resources [17:00–23:00].
  • Did not send promised guide via email, breaking commitment made during call [05:00].
  • Failed to acknowledge customer frustration or provide reassurance, worsening communication breakdown.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The customer never confirmed successful separation of bands or resolution of the 2.4 GHz connection issue; the call ended with confusion and no verification of fix.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided the customer to the web interface and suggested renaming the 2.4 GHz SSID, but skipped basic diagnostics like checking device compatibility or current band usage.
R3 Not Met Correct resolution path conf 95%
Agent demanded $15 payment before proceeding, violating OOW best-effort standard which requires free troubleshooting regardless of warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (device can't connect to 2.4 GHz) but did not ask diagnostic questions about device type, signal strength, or prior changes.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly used the local web interface (192.168.1.1) to access router settings, the appropriate tool for this configuration task.
T3 Partially Met No misinformation conf 85%
Advice to rename SSID to separate bands is technically correct, but references to a 'CA' button are not found in standard Linksys UI and likely inaccurate.
Communication
C1 Not Met Clear & professional language conf 95%
Agent introduced payment demand abruptly, failed to set expectations, and allowed the call to become adversarial instead of maintaining control.
C2 Not Met Confirmed understanding conf 90%
Agent used unclear terms like 'CA' and did not adapt language despite customer confusion, repeated requests for clarification, and expressed anxiety.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent refused to assist without payment, abdicating ownership rather than providing best-effort support for an out-of-warranty device.
O2 Not Met Proactive follow-through conf 90%
No clear next steps were given; agent only instructed to 'apply' without follow-up plan or timeline for verifying success.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue did not require escalation beyond L1 support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer frustration, treated interaction as transactional, and pressed payment despite customer's expressed confusion and hesitation.
X2 Not Met Tone & rapport conf 90%
Agent failed to adjust tone or simplify explanations when customer expressed fear of breaking the network and admitted lack of technical knowledge.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number, re-download app after deletion, and navigate unclear UI instructions, significantly increasing effort.
Call Transcript40 turns · 42 lines
Speaker 1
This is linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a linksys specialist. Hello? Yeah. Yeah, cut off. Not sure what happened, but yeah, thank you for answering. Correct. What your number? Correct. What your number? What's your name? Work. Investigate the question. My issues usually going. When they were, for the last two or three weeks. Oh, the guests were over. and connections were dropping. That's when the issue started. My gateway gets slowing down.
00:00
Speaker 2
Hello. Same guy I talked to? I get hung up on or no? No. Yeah, I was trying to take, I was trying to take a picture of the serial number, but I got it, so. You said I needed a model number and a serial number. is that correct? All right. What do you want first? Serial number is, I think it's a zero. It's two, zero, J, one, zero, C, six, five, nine, zero, seven, zero, zero, nine.
00:00
Speaker 1
And what is the model number? Okay. All right, I can see a record right here. Uh, are you Daniel?
01:00
Speaker 2
It is a w h w zero zero. Phone 3 yes. Am [silence]
01:00
Speaker 1
Alright, let me use this window. So, your problem is that you cannot connect your device to the 2.4 G. Correct? Right. We can actually separate the 2.4 from the 5 gigahertz. By default the WHW03WIFI25 is combined. Now, let me reload this serial number. Okay. There we go. Looking at the serial number here, basically the serial number that you provided showing that your rather is unfortunately out of warranty.
02:00
Speaker 2
Yeah, it, it, it, yeah, that's correct. I didn't know if there's a way to. On some, I've been just doing some, some Google stuff. You can switch back and forth from 5 to 2.4 so that I can register this device and then switch back. Yeah.
02:00
Speaker 1
20 devices will charge $15 to assist, unrependable, are you covered, one five, $15? 3ers, three years! Yes, but hold on one second, [silence]
03:00
Speaker 2
How much? Okay. Yeah, I guess, if I don't have a choice. I was going to buy a new link workshop. I don't know, how long is the warranty good for? 2 years? Yeah. All right. All right, well, I'm trying to get this thing done, so I'll pay you $[REDACTED_PAYMENT_DIGITS] if that's what I have to do. I think it's kind of bogus, but hey, that's policy, that's policy. So you need a credit card number or something? Okay.
03:00
Speaker 1
Great question, before we proceed. Do you have a computer that we can use, laptop or iPad? All right, cool, then we can proceed. Alright, before I charge you $[REDACTED_PAYMENT_DIGITS], that again is non-refundable, and also I'm going to ask for your card details. I'm going to pause the recording because we do not store your card information here, okay? All right, I'm going to pause the recording now. Go ahead. Just to be clear, the... Sure, no problem. So, just to be clear, the $[REDACTED_PAYMENT_DIGITS] again is for assistance. If we're going to assist you, that will [silence]
04:00
Speaker 2
I do. Okay. So let me just ask you a question here that you might not be able to answer. So, you got the information I need in front of you, but you won't give it to me unless I pay you $15. Is that what it is? I want to make sure the information is there.
04:00
Speaker 1
[silence] [Silence] Okay. [Silence] That you won't be charged. [Silence] I want to confirm. [Silence] Yes. [Silence] If there's no article or guide for that, I can create one for you. I'm going to send it to your email, but I'm going to do that while you're on the call. Give me 5 minutes so I can start editing them. Okay? [Silence] If you're not going to proceed with this payment, I'm going to cancel this now and we're not going to proceed. I just need a confirmation. Do you want to proceed or not? [Silence] Now, what I'm saying, what I'm saying is that I can send you the guide. You do it yourself. But if you need a session over the phone with us or with me, that will cost. [Silence]
05:00
Speaker 2
Okay. Do that. [silence] It'll tell me how to do it. Okay. [silence] So, in other words, am I ready to pay you the $15? If not, the conversation's over. Correct?
05:00
Speaker 1
$15. If I'm going to assist you over the phone? [silence] You just need the information? You don't want me to assist you? So, I will ask these here, right? Over the phone? I understood. [silence]
06:00
Speaker 2
okay
07:00
Speaker 1
the security code, and your email, is that C-I-T-T-D-I-N-[REDACTED_PAYMENT_DIGITS]@Ggoogle.com?
08:00
Speaker 2
four eight two. Yes, it is.
08:00
Speaker 1
All right. Go to your computer. I'm gonna give you a number. Just tap this number into the web address bar. You ready? [silence] type this number into the URL bar. That's 192.168. Yes, 192.
10:00
Speaker 2
Yep, there. Uh, hold on a minute. Uh, let me get out of my links now. Let me get out of here. Give me just a minute to get back, okay. Um. Okay, okay. Okay, yeah, what is it? One, not. Wait, wait, wait, wait, wait a minute. Can you tell me again? Is it 102? One, 92? Yep.
10:00
Speaker 1
2. 168. 1.1. Look. Yes. When. Within. 192.168.1.1. [ silence ] Get the recovery key? [ silence ] That's at the bottom of the unit. [ silence ] The main unit. [ silence ] Main router. [ silence ]
11:00
Speaker 2
Yep. 168-1.1. So that's 192.168-1-1. Okay. Push it, enter. Okay. Okay. All right. I'm there. There's an enter recovery key. It says Uh, Yeah, hold on. You got to get it again. It's uh, let me get my photos here. I took a picture of it cause it's it's it's... hold on just a minute. Uh, crap Recover me. That's the serial.
11:00
Speaker 1
Create a new admin password. You can try. You can try that.
12:00
Speaker 2
Alright, recovery code 79935. Alright, says something about an admin password. Can I use the one I have? I have one my wife wrote down at the beginning. Try that. It's on our side of it. Q T U M N.
12:00
Speaker 1
[silence] Okay, scroll down all the way to the very bottom at the bottom lower right corner of the screen, you will see letter CA. Kind of small, but you will find it there. CA. Like Charlie Alpha. That's at the very bottom lower right corner, all the way to the bottom.
13:00
Speaker 2
U.H.N.M.N. M. M. M. N. M.M. 21 with an exclamation mark. All right. It says waiting. Okay. It came up. It says shows a list of smart Wi-Fi tools. See what what I see now all the way to the bottom on the way to Penelope controls. I'm going to see the.
13:00
Speaker 1
bottom right corner ca press that or click that. you'll be prompted to the same page without the ca, then go to Wi-Fi settings that's under router settings. left hand side. under router settings there's connectivity troubleshooting and then third option Wi-Fi settings click that.
14:00
Speaker 2
It has a little, bottom right corner. All right, down in the bottom right corner. I don't see anything. It's there. I don't see a CA. I see guest access, priority, parental controls. There's a globe down on the far right. I don't see any. Oh, CA. Okay. All right, tap on that. Hit that. All right. All right, nice. Now it's coming up. I'm sorry. So go wear now. I see up here. It has Wi-Fi settings. Yes, that'll son.
14:00
Speaker 1
Yeah. And then there's option router setting. No, that's the one. Under router settings, there's Wi-Fi settings. I like that. There's 2.4. A 5 gigahertz one and there's also a 5 gigahertz two. To separate the bandwidth of the 2.4 from the 5 gigahertz you you just need to name the 2.4 different from the 5 gigahertz. Should be different from the 5.
15:00
Speaker 2
Hold on a minute. Where are we? All right. Will you go that again? Am I looking at those little squares or down at the, where it says smart Wi-Fi tools? All right. What am I gonna click? All right. What am I click? router settings. Okay. Yeah. And then it says connectivity, Wi-Fi settings, go to all the way down or what? Yep. Click oneAll right. Okay. Yes. All right. So So I just have to add to that, put something else.
15:00
Speaker 1
example underscore two point four at the end of the wife instantly whatever you want for it or underscore two point four will do hit apply scroll down and click the bottom apply yeah but before you proceed and continue with that um all devices connected to the two point four will lose the connection you need to manually connect them to the new name of the two point four okay what I'm saying is that all devices connected to the two point four right now will lose the connection and you'll have to connect them back to the two point four and manually.
16:00
Speaker 2
WiFi name and just put 2.4. Okay. All right. All right. I did that. Now what? Apply. All right. You're updating the WiFi settings. WiFi settings. Okay. It shows a change I made. I put yes. Is that correct? No. What does that mean? Say that again.
16:00
Speaker 1
Since it will have a new name. That I'm not sure. We can check the app. Then we'll try using the web browser. For now, you can hit apply if you want to separate the bandwidth. That's what I'm saying, yes. It's only for those devices that are connected to the 2.4 right now. Since again, it will have a new name, they will not recognize it. How about we download the app so that we can see which
17:00
Speaker 2
[silence] [silence] How will I know which ones are? I don't have an app. Yeah, but if I do that, it might affect my other things. Is that what you're saying? [silence] I don't want to do that. [silence] Like I said, I don't know what the hell I'm doing and I don't want to do that and then I and then everything else is screwed up. Like [silence] but I don't know but I don't know which ones are. Do you understand? I don't know which is hooked up to a 5 and 2.4.
17:00
Speaker 1
It's with devices. Uh, connect to it. You can cancel that. Is your phone, iPhone, or Android? Go to App Store. Search for Lincsys. The word Lincsys. L-I-N-K-S-Is. Just Linksys.
18:00
Speaker 2
All right. And before I hit the supply, can we do that? All right. So, how do I download the app? I think I might have it. It's an iPhone. All right, hold on. Next one. Low style App store. Okay. Search for what? L I N N S Y S. Yep. It's okay. And search. Okay. So, I have one here. Okay, what am I looking for? A router admin set or just Linxs? All right, I have that already. So I'll open it. I just didn't know I [silence]
18:00
Speaker 1
Don't have option manage WiFi? Can you delete the app and reinstall it?
19:00
Speaker 2
[KEEP_UNCERTAIN] All right, and it says getting router settings. [silence] finding your network. Add to existing router mesh or set up a new one, what do I do? [silence] No, it says [silence] you haven't added a router or mesh Wi-Fi system to your account. Let's fix that. [silence] What do you want to do? Add an existing router or mesh Wi-Fi system or set up a new router or mesh Wi-Fi system? [silence] Certainly. Hold on. [silence] Let me do this first. Uh, Open Okay. let me find it. let me get it on my thing here. Hold on. Links. all right. Hold on. all right. Let's get out of this. do it again. delete app. delete it. All right. I deleted. So go back in the store, right? So, like, stop. Oh, like, so. All right. it has the cloud there, so I'll just download it. All right. Smart management. I fly open. Okay. Well.
19:00
Speaker 1
I know, uh, do not use the email, no, not that. Select the second option that's router login or router password. Okay. It's the one you created just a minute ago. Thanks. Yeah, that's the one. Yeah, that
21:00
Speaker 2
Alright, so should I put. My oh, the one my wife. Set up? Did that work? Because she. Oh, router password, okay, all right. Enter router password. The set-up with the you had make change? the okay. Sutto N-E 2.0. 4. That's an incorrect password. Now I've forgotten it. Let me see. It's on my phone. Yes. Code. Settle some. there's a on on this thing you you know it comes up with a Wi-Fi names I changed the Wi-Fi name not the password the passwords are the same for all of them so I just use that it says Wi-Fi uh uh uh uh all right let me let me get let me back on this all right so it's connecting log back in and see if I got it right here is that it's possible nothing all right yeah
21:00
Speaker 1
Right, you did not. So, but you did change the writer password. It's asking for a writer password, right? Just making sure. What is the password?
23:00
Speaker 2
it's telling me it's a oh wait a minute. Wait a minute. I apologize. That's an incorrect password. I'm going to try that Sudos home again, I guess. I changed, I didn't change that. I didn't apply that. Yeah, yeah, but I didn't change that. [silence]
23:00