V2 Rubric Detail — fba588ec-6e28-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 10:56
Duration
27m 11s
Contact
Irene Sauer
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00134210
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Devices keeps disconnecting
⚠ 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
Accuracy3.00/5
Communication2.00/5
Protocol4.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall61.0% (+5.0)

V2 Grader Summary

The agent provided accurate technical guidance and demonstrated strong empathy and ownership, successfully guiding the customer to separate Wi-Fi bands. However, the core performance issue was not resolved or verified—key diagnostic steps like speed testing and WAN status checks were omitted. The outcome remains a partial resolution due to incomplete troubleshooting despite correct configuration advice.

V1 Case Analysis

Customer (SPNM60TB) unable to differentiate 2.4 GHz and 5 GHz networks. Guided to access router via myrouter.info, disabled Quick Setup, renamed 5 GHz SSID with '_5G' suffix, confirmed WPA2 security. Changes saved; advised to reconnect devices. No post-change connectivity test performed.

Troubleshooting Steps
  • Accessed router web UI via myrouter.info
  • Disabled Quick Setup feature
  • Renamed 5 GHz SSID with '_5G' suffix
  • Verified security mode set to WPA2 Personal
Key Observations
  • Customer struggled with entering the router URL in the address bar vs. search bar, causing repeated failed attempts.
  • Agent provided the correct local URL (myrouter.info) for the SPNM60TB model.
  • Agent referred to the 5 GHz band as '5G', which could cause confusion with cellular 5G networks.
  • Agent did not verify connectivity or performance after making changes, leaving the outcome unconfirmed.
  • Customer expressed frustration about ISP involvement, but the issue was related to internal router configuration.
Positive Highlights
  • Collected model and serial number early in the call.
  • Used the correct local web interface (myrouter.info) for the SPNM60TB model.
  • Provided clear step-by-step instructions to disable Quick Setup and rename the SSID.
  • Correctly identified and preserved WPA2 security settings.
  • Offered appropriate guidance on device band selection (2.4 GHz for IoT, 5 GHz for high-speed devices).
Agent Errors / Gaps
  • Repeatedly instructed customer to enter the URL without confirming the browser type, leading to avoidable loops (Firefox, Edge).
  • Referred to the 5 GHz band as '5G', which is ambiguous and could confuse customers.
  • Provided incorrect URL format: instructed to type '192.168.168.1.1' (duplicate '168') at [13:00].
  • Did not verify post-change connectivity or performance, leaving the resolution status unconfirmed.
  • Failed to confirm whether the customer successfully accessed the router after initial login attempts.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer reported ongoing buffering and slow internet; agent only changed SSID names and did not verify that performance improved or conduct any speed test.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided login to router and modified Wi-Fi settings, but skipped essential troubleshooting like WAN status check, speed test at modem, or rebooting the system.
R3 Partially Met Correct resolution path conf 88%
Agent pursued Wi-Fi configuration, which is reasonable, but failed to determine if the issue was ISP-side or hardware-related and did not offer a clear path forward beyond suggesting customer contact ISP.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified slow speeds and attempted Wi-Fi band separation, but did not ask about device count, interference, or ISP-provided modem status, nor did they check WAN speed or latency.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent used the router UI appropriately but failed to use or instruct a speed test, check WAN port speed, or verify internet connectivity through the dashboard—tools clearly warranted in a speed complaint.
T3 Met No misinformation conf 99%
Instructions for accessing 192.168.1.1, toggling Quick Setup, renaming SSIDs with '_5G', and confirming WPA2 security were all technically accurate per Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but had multiple silences, unclear transitions, and no upfront agenda; call flow was reactive rather than guided.
C2 Met Confirmed understanding conf 93%
Agent used plain language, repeated instructions, and adapted to customer confusion (e.g., browser vs. address bar), confirming understanding throughout.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, did not transfer, and followed through on guiding the customer through configuration steps.
O2 Partially Met Proactive follow-through conf 86%
Agent advised customer to contact Tube (ISP) to confirm firmware, but did not set a timeline, assign responsibility, or schedule follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the situation did not present a clear trigger (e.g., confirmed hardware fault, repeat unresolved case) that warranted escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy multiple times (e.g., 'Sorry for this inconvenience, ma'am. I understand.') and remained patient despite customer frustration.
X2 Met Tone & rapport conf 94%
Agent adjusted tone to be supportive, checked comprehension, and stayed engaged even when customer expressed self-doubt.
X3 Partially Met Overall experience conf 88%
Agent reduced effort by guiding step-by-step, but customer had to switch browsers, retype URLs, and experienced confusion—indicating avoidable friction.
Call Transcript50 turns · 53 lines
Speaker 1
Oh, hello. We have one of your Lynx boxes from a company called Tube, and we're supposed to get super fast internet, I think it's like 900, whatever. But it's it's not working very well. Now, I've contacted Tube, I went to them first, and they seem to think that, I mean, it's a little while I spoke to them because I've just been that busy. Um, that the routing settings
00:00
Speaker 2
Welcome to Lynxus support. To assure quality service, your call may be monitored. Please remain on the line for assistance. I think so much for calling Lynxus. This is [looks like "thresh"] gonna help you. Uh huh.h. You can continue, Ma'am. What's the thing is that? [silence] Yeah, maybe what you're referring to, Ma'am, is the network band.
00:00
Speaker 1
the network bands yes okay brilliant okay yes it's Irene Saul um do you want me to spell any of that yes so Irene is I-R-E-N-E and Saul is spelt S for Sugar A-U-E-R is I-R-E-N-E-S-A-U-E-R at AOL.com correct.
02:00
Speaker 2
Sorry for this inconvenience, ma'am. I understand. Yes, I understand, but let me help you for this. Okay? Then to Rye, I will do my best. Okay. Um, before we start Mom, can you give me your full name? Can you spell that out? Yes. Yes, please. Uh-huh. Okay, and about your, your n e m m e? Okay. To confirm your phone number, ma'am, it's gonna be 790-5-4-7-0-1-1. 83.
02:00
Speaker 1
Where do I find that? So is that on the thing they've given me? Like tube 4DE. It's on the router. Okay, they've given me a card as well. Okay. hold on a second, it's just it's quite hot in this room. Right, okay. Do you want the model number? No? You want the name. Okay, so the model number.
03:00
Speaker 2
Can you give me this number of your links device religion? It's underneath a router map yeah the links is yes the links device on the links device map is it stated there as N? [silence] Yeah, you can give me the model number and then the serial number later. The model number first.
03:00
Speaker 1
Is? P, M, 60, the name of it is, tube, TUBE, 026 E And where's the wicker? Sorry? Oh, S N, at the bottom, sorry Oh, gosh Um, L, K, 6 0 TB 5 Q, 2 6, 0 0, 6 5 9 7
04:00
Speaker 2
[silence] What is your number, two real number? The SN. [silence] Yes.
04:00
Speaker 1
That's right. I mean, what, what I'm finding is, um, yeah, and it, and it's slow as well. We're finding things are buffering a lot more. Um, Okay. Sorry, just gonna go into the other room cuz they're two separate rooms. Okay, so I need to open up a new browser. Sure. Okay. Yeah, it is.
05:00
Speaker 2
The main reason why you wanted to switch to like configure the 2.4 the 5GM Wi-Fi is because your device keeps on disconnecting from the Wi-Fi, right? Yes. Make sure that it's connected to the network, ma'am!
05:00
Speaker 1
Mm hmm. Uh 192. No dot one six eight one one one dot one where after the two so should it be 192. Okay, one nine two dot one six eight one dot one. Yeah. I'll type that in. Do I press return? Okay, route to network log.
06:00
Speaker 2
Okay, then on the address bar, ma'am, type in 192. 168. the one, one dot. there should be a. 192 period 168 period 1 after 192. yes 192.168 yes yep. Yep.
06:00
Speaker 1
Oh, it's gone on to the address bar. Okay. Right. Uh, let me just do that again then. Um, 192.168.1.1. Okay. I've gotten the same thing. Okay, so I've got rooter network or I've got, I don't know what you mean. I am. I am connected to the Link. Connecting Wi-Fi. [silence]
07:00
Speaker 2
where did you type in those numbers, ma'am? it should be on the address bar, not on the search bar. uh can you try to make sure ma'am, that you are connected to the link sys network? go to the wi-fi settings of your computer, ma'am, and please make sure that you are connected to the link sys wi-fi, the one you told me. Okay, can you please get back to the wi-fi settings for now, ma'am? Let us check the IP address of the router.
07:00
Speaker 1
Sorry, but the IP address of the router, but where is that? I'm using Google. [silence] On what, the search bar in Google or at the top? I mean, I just think I need to click on one of these options here, and I think that will... Right, I've just clicked on something, let's see if that works. Right, no, OK. What I'm a bit annoyed about is I.
08:00
Speaker 2
How about this one, ma'am? On the address bar, what browser are you using? Okay, on the address bar, type in there, myrouterdot.info. Not on the search bar, it should be on the address bar, ma'am. Yes, on the -- you should be routed directly, ma'am, to the Linksys Login Page. So, just try for now myrouterdot.info.
08:00
Speaker 1
I don't understand why the engineer couldn't have sorted this out when he put it in and why I'm having to waste time doing this. But isn't that your job? Isn't that sorry, Tube's job to sort out that we're all connected, not my job. Okay, I don't know what to do. Like, I genuinely don't know what to do. Okay, so I've typed it into Google. Okay, so what am I typing into Google again? I'm not typing in this number. So I'm not. Okay. Okay. It's just coming up with AI information and then it says access. So I've got links. Links and
09:00
Speaker 2
Because ma'am it could be one of your specification, not of it not all customers wanted this. Well, ma'am there are customers that do not prefer. That's why I'm trying to help you, ma'am. My router dot info. My router dot info, ma'am. [silence]
09:00
Speaker 1
and then it's got support LinkSysom article, so I'm just getting, so should I be? Okay, yeah, it says tube connected to tube 4D E to 6T. Yeah, I'm, I'm on it already. I'm actually connected to it now. Okay, information, yep. Ip.
10:00
Speaker 2
Okay. So all right. Well, if that's the case, then that we keep on getting routed to search results, I guess that we are not gonna actually seeing the right IP is. Can you when we try to go to Wi-Fi settings of your computer, please? All right. Okay, click on that network and check for the IP address. Okay. All right. Click, look for properties or the details of the network. Okay, can you look for IPV4 addresses? Default gateway.
10:00
Speaker 1
IPv6 address. Yeah? I P V four address. Okay. 192.168.1.2 25 pardon. Uh, underneath that's what it says. So, IPv4 DNS servers. It says 192.168.1.1. I think, uh, it might be Firefox. [silence] How do I do that? No. Uhhh. I've got Microsoft Edge. Uh, okay. Okay. I'm in Microsoft. I'm in there. Okay. Yeah. Sorry. h Hotel, Tango, Tango. Yep. Yeah. HTT.
11:00
Speaker 2
Okay, can we try to use Google Chrome? [silence] Do you have Google Chrome browser in your computer, Ma'am? [silence] How about any other browser that you have on Google Chrome, I mean on the computer other than Firefox? [silence] Okay, let's try Microsoft Edge. [silence] , So you have photo Tango, Tango, Paul, PS for Sam, and then Colon, and then forward slash forward slash, two forward slashes, and then 192.168.168.1.1. Yes, and then heat under
12:00
Speaker 1
Sorry, I can't scroll all the way down where. Okay, it says either advanced. Yeah, it says either advanced or go back. So advance. Uh, this server couldn't prove that it's 9192.168.1.1. uh, it's continue. Yeah, it does say unsafe, but let's hope that's okay. Okay, so, um, it's doing something. Okay, so it now says rout to a password. Okay, so
14:00
Speaker 2
okay scroll all the way down and then click advance okay so the the option at the bottom is continue to 192 yes okay so type in the router password that's underneath the device.
14:00
Speaker 1
and then login do I then look okay okay so I've got a page here and it's got a picture of the device um connection wired model serial number FW version mm-hmm yep
15:00
Speaker 2
Yep. All right. Now click on the menu button at the top, ma'am.
15:00
Speaker 1
Okay. Okay. Okay. The quick setup, I need to turn it off. Okay, done. Yeah, yeah, yeah. Okay. So, why fine name for which one? For the 2.4 or the five? [silence]
16:00
Speaker 2
And then select incredible Wi-Fi. Okay, now under incredible Wi-Fi, can you please, toggle off the quick setup? Yes. All right, and you will see there the 2.4 and the 5G Wi-Fi settings, right? Okay, so all you need to do, Ma'am, is to secure the network, I mean to secure the network, you just have to change the name or modify the name. So there's like a Wi-Fi name there, Ma'am. You click on the pencil icon. Yes. Okay, we'll just leave the two point, we'll just leave the 2.4 the same name, Ma'am, so that your devices will not be confused.
16:00
Speaker 1
OK. OK, so I click on the pencil. Yeah. Mhm. OK. So, underscore, so, underscore 5G. So, leave everything as it is and then just tack it on the end, underscore 5G. So, now it says tube-hypen-4D-26E underscore 5G. Yeah. And then save. OK, done. Yes. [silence]
17:00
Speaker 2
disconnect from the wifi we'll just modify the [cough] [grunt] the 5 g backup that so on the five gigs backup yes and then it's going to allow you to change the wifi name but you just have to um add on the name I'm underscore 5G the you will know that that is that's the 5G you can delete some some characters there you can delete some characters and just leave the yes yes yes yeah yes all right now on the um on the security, wifi security or security mode.
17:00
Speaker 1
on the on the same one uh do i do i haha so it says security mode on both of them WPA2 personal or do I need to touch the pencil okay settings okay uh it's saying you're updating wifi settings so I just put okay it's just updating now I'm really sorry I'm not very good at this
18:00
Speaker 2
Okay. On the security mode. Yes. What's the security mode? Okay., now it's okay. That's already good. Now, you scroll all the way down on the bottom, there's an option to click save, to save your, uh, the changes. Yeah.
18:00
Speaker 1
So why, sorry, okay, it says, changes saved. I've got another phone. So I'm talking to you on mine, I'll do it on my other phone. Um, settings. Yes, at the moment it's connected to the one that's not 5G. So do I need to connect to the one that's 5
19:00
Speaker 2
Okay. All right. Okay. now, try to check on your phone, your phone settings, your Wi-Fi settings, if the 5G is, or the 5G network is now, is now showing up. Okay. All right. Okay, if you want fast, yes, if you want fast connection.
19:00
Speaker 1
I see. So everyone else OK, so I it's the same password then, is it? OK. No. Sorry, just please bear with me while I type this in. OK, so I've joined that now. Fantastic.
20:00
Speaker 2
or fast speed network, you can connect it to the 5G. So the difference of the 2.4 and 5G is the 2.4, it provides low speed network, but it is long range. Yes, it has the same password because we did not change the password. No worry. Okay, all right.
20:00
Speaker 1
off.
21:00
Speaker 2
if the firmware of the router is up to date. Okay. Under the go to the menu and then click on instant admin. Yes. Okay. Did you find manual firmware update there and there's numbers? Firmware update did you find the firmware update? Okay, there are numbers. There's numbers. Okay, what's the numbers?
21:00
Speaker 1
Dot Dot 0.18. dot two six z. for zero nine zero nine. Sorry, did I? They didn't say anything about the firmware. But looking here on this page, the bit above where it says automatic firmware update, the button is on.
22:00
Speaker 2
okay did did they confirm the the firmware ma'am if it's already up to date because technically man this is our hardware but they provided the firmware this out there when you troubleshooted with them when you called them did they confirm that the firmware is up to date okay well if that's the case yeah go ahead [silence]
22:00
Speaker 1
So does that mean then that it's automatically updating? Okay. No, no, I mean, obviously I'll, I'll get back if it, if we find that it's getting slow again or whatever, but I'll go to, to, to first because they're my first port of call. Um, but are you happy that everything should be fine now? So I should, do, are you telling me I need to go back to them and check about my firmware?
23:00
Speaker 2
Yes, yes ma'am. But if we must confirm, then we need to call them. But anyways, for now that we've already modified the settings of the router, ma'am, do you have any other concerns or do you want to change anything? Okay, no worries. Yes. Yes. It's not really necessary, but if you need... I mean, if you want to, if it's not so inconvenient for you, that would be better so we can confirm because if in your case... [silence] ...or in your...
23:00
Speaker 1
Could I see it? Okay. Can I just, sorry, just bear with me while I just make a note on that. So, I need to confirm. the the the firmware is up to date, and they can see that their end. Okay. How do I know what the firmware is? My my端. Oh, okay, so that long number That's the firmware that I have at the moment. Okay. I don't even know what firmware is.
24:00
Speaker 2
Concern it could be one of the reason if the firmware is not up to date. Sure. Okay, yes. Yes, yes, just tell them what's the firmware that you have on your end so that they can confirm. The one that you see on, the one you, uh, you mentioned to me. Yes, that's the firmware number. Yes. Well, it's like, um, like a loaded software. [silence]
24:00
Speaker 1
I'm sorry. I'm sorry you have to work with such an idiot. Um, okay. Let me just make sure I've written that correctly. I feel like I haven't. Okay. So, that's everything. So I can just log out of this now, and hopefully, all is good, but does that mean now that I have, like, two broadband connections? I do. Okay. I see.
25:00
Speaker 2
for your router... Okay... [silence] It's okay. [silence] Okay. [silence] Yes. [silence] Yes. [silence] I mean, you have two networks. [silence] You have two Wi-Fi, yes. [silence] So your, [silence] for your smart device system [silence] that only connects to 2.4, [silence] you can connect them to 2.4. [silence] So that they will stay connected. [silence] Example for this device, ma'am [silence] are ring doorbells, thermostat, [silence] [silence] smart plugs, camera, [silence] security alarm system. [silence] Those and some TVs ma'am only connect to 2.4.
25:00
Speaker 1
I see. So they would be ah okay. I see. But if we we don't have um a security, you know, one of those uh smart doorbells and what have you, but if we ever got one, we would have to connect it to the other one. Okay. Okay, no, that makes sense. Okay. That's brilliant. Thank you. Thank you so much for your help. Um, really appreciate that. And I will go back to Tube and Tube and say to them, can you confirm that our fire firmware is up to date? Okay. Okay, thank you. I hope you enjoy the rest of your day.
26:00
Speaker 2
in four yes so the for the computers though yes for the computers phones uh which are already 5g capable you can connect them to the 5g yeah yeah all right don't hesitate you just well don't hesitate to give us a call back Ma'am if you have any concerns regarding the links is device
26:00
Speaker 1
Okay, lovely. Thank you so much. All right. Okay. Okay, bye for now. Bye.
27:00
Speaker 2
Thank you. You're welcome and take care. Have a good day. Okay, so bye for now.
27:00