V2 Rubric Detail — fd00852e-7004-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 19:43
Duration
15m 53s
Contact
Abtar Bhangel
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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.
⚠ Auto-Zero applied: T3 Not Met — Agent provided materially incorrect information: (1) claimed 'there is no option' to control device band selection, which is false (band steering, client isolation exist); (2) gave incorrect IP address (192.164.1.1), a critical technical error. These constitute material inaccuracies under rubric A-F gates.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership2.86/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

Despite identifying the general issue, the agent failed technically by providing an incorrect IP address and inaccurate information about device control options. The solution was not verified, prior history was ignored, and customer effort was increased. No resolution was achieved, and critical technical errors triggered an auto-zero under the rubric.

V1 Case Analysis

Customer reports Moen Flow device disconnects due to 5 GHz Wi-Fi. Agent incorrectly directed to 192.164.1.1, advised disabling 5 GHz bands. Post-change, all child nodes appear offline in app. Advised power-cycling nodes. No model/serial collected. Follow-up required.

Troubleshooting Steps
  • Provided incorrect router IP address (192.164.1.1) for local access
  • Guided customer to Wi-Fi settings to disable 5 GHz SSIDs
  • Instructed customer to reconnect to 2.4 GHz network
  • Observed that Linksys app reported all child nodes offline post-change
  • Advised power-cycling child nodes one at a time
Key Observations
  • Agent provided incorrect router IP address: 192.164.1.1 instead of 192.168.1.1 or myrouter.local (KB: `http://192.168.1.1` or `http://myrouter.local` for Velop/MX/MR series)
  • Agent incorrectly stated that disabling 5 GHz would not stop the issue, contradicting the customer's core request and KB guidance on band separation for IoT devices
  • No product model, serial number, or warranty status was collected despite troubleshooting a complex mesh system
  • Customer’s mesh nodes went offline after changes, indicating possible configuration or firmware sync issue (KB: `universal_mesh_node_management.md` emphasizes waiting 5 minutes after pairing and checking firmware updates)
  • Agent did not recommend checking firmware version or enabling auto-update, which is critical for mesh stability (KB: `universal_firmware_update.md`)
Positive Highlights
  • Attempted to guide the customer through the router’s web interface to adjust Wi-Fi settings
  • Recognized the need to connect the client device to the 2.4 GHz network after changes
  • Suggested power-cycling child nodes as a recovery step after they went offline
Agent Errors / Gaps
  • Provided wrong local router URL (192.164.1.1 instead of 192.168.1.1 or myrouter.local) (KB: `http://192.168.1.1` or `http://myrouter.local` for Velop/MX/MR series)
  • Gave technically inaccurate statement: claimed disabling 5 GHz would not stop the issue, directly contradicting the KB (`adjacent_common_wifi_questions.md`: "2.4GHz: Best for devices that need to connect from farther away or through walls, like smart home devices")
  • Did not verify that the Wi-Fi changes resolved the Moen Flow device’s connectivity problem
  • Did not check firmware version or recommend enabling auto-update, which is required for mesh stability (KB: `universal_firmware_update.md`)
  • Did not confirm whether the customer’s system uses LinksysNOW or Smart Wi-Fi interface, leading to generic and potentially incorrect guidance (KB: `universal_mesh_node_management.md` specifies interface differences for MX/WHW/MR vs. SPNM/LN series)
  • Failed to obtain essential product details (model, serial, warranty) for a multi-node mesh system

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended call with nodes still offline and no confirmation that the plumbing device remained stable; issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer to disable 5GHz bands but skipped verification steps and did not test the actual device behavior or network stability.
R3 Met Correct resolution path conf 90%
Agent correctly identified the core conflict (2.4GHz-only device disrupted by 5GHz roaming) and recommended disabling 5GHz radios, aligning with customer needs.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent recognized symptom (device disconnects when connecting to 5GHz) and proposed a logical fix, but asked no diagnostic questions about current band usage or node status.
T2 Not Met Appropriate tools / resources used conf 95%
Agent provided incorrect IP address (192.164.1.1 instead of 192.168.1.1), a critical error that delayed access; failed to use correct tool appropriately.
T3 Not Met No misinformation conf 95%
Agent stated 'there is no option for that' regarding restricting device connections — inaccurate, as band steering or client isolation could be explored; also gave wrong IP address.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but allowed multiple silences and did not set clear expectations or manage transitions effectively.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but failed to confirm understanding when customer struggled with browser warnings and interface navigation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and took ownership by noting the issue and advising on next steps.
O2 Partially Met Proactive follow-through conf 85%
Agent advised to disable 5GHz and call back if needed, but provided no timeline or proactive follow-up commitment.
O3 Not Met Closure confirmation conf 95%
Agent ignored customer’s mention of a prior call and did not reference any previous case details or troubleshooting history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer’s repeat contact or frustration; communication remained transactional and unempathetic.
X2 Not Met Tone & rapport conf 90%
Agent repeated instructions without adapting to customer confusion or checking comprehension, especially during IP entry and UI navigation.
X3 Not Met Overall experience conf 95%
Customer had to correct agent’s wrong IP, re-enter information, and manually troubleshoot without agent streamlining or reducing effort.
Call Transcript30 turns · 31 lines
Speaker 1
Hi, there. First of all, I called about a week ago as well. So my serial number and all that should still be on your system. Do you want to see if that is? [silence] Hi, there. First of all, I called about a week ago as well. So my serial number and all that should still be on your system. Do you want to see if that is?
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linkss.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. [silence] Hello, thank you for calling Linksys Technical Support. This is Charm. How can I assist you with today? [silence] Kindly provide your phone number, Sir. [silence] Let me pull up your record here.
00:00
Speaker 1
It's 4 1 6. 616 4 2 11. Okay. You are, yes, Bengal, yes. Okay. No, no, I've got internet connection. Now the system is working a lot better since uh they've adjusted my megahertz. But now [silence]
01:00
Speaker 2
[ silence ] [ silence ] [ silence ] Alright. [ silence ] So, [ silence ] I already pulled up a record here. [ silence ] Just [ silence ] want to confirm, [ silence ] am I speaking to [ silence ] Abtar ? [ silence ] Mangal ? [ silence ] Alright. [ silence ] Mango. [ silence ] Alright. [ silence ] And you're calling about [ silence ] that you don't have Internet connection? [ silence ] Yes. [ silence ]
01:00
Speaker 1
there's one device and it was happening even before they did the adjustment. It's a it's called a Flow by Moen. It's a plumbing device. Now, that plumbing device, I'm reading online, it uh keeps kicking me offline because it only works on 2.4 megahertz. If it if it connects to a 5 megahertz device, uh internet uh connection, it uh won't work. So, every night or every second night, it goes offline because I think it finds the 5 megahertz and wants to, marry up with it. And it does, but then it knocks me offline. And, for example, right now, it is offline. I unplugged uh the Moen, I plugged it back in and it connected to the 2.4 megahertz and it's working fine.
02:00
Speaker 2
Mm-hmm.
02:00
Speaker 1
that device is only to connect to the 4.2.4 megahertz. Okay. Okay. you can't restrict it. I can't tell linkss, don't, don't talk to that device. No. What if I I know I my system is a tri-band, I have seven nodes. It's a big house. It's 6,000 square feet. So seven nodes is a lot. What if I convert the whole system to just 2.4 megahertz? Um, what does that do? does that reduce speed or connectivity, what does it
03:00
Speaker 2
Um, with that concern, sir, there is no option for that, since um that device have its roaming settings already, so we are not able to uh check if which one they will connect to which network okay. No, sir. I guess you can turn off the 5g card if you want, sir.
03:00
Speaker 1
what impact could that have? I see. I see. Okay. And how do I, uh, turn off the, mine is a tri-band. So there's a third band as well, right? So I'd have to turn both the other two bands off. Okay. I've got a browser. I've got a computer. Uh, yes. [silence]
04:00
Speaker 2
Yes. Yes, it will, um, reduce the speed of that because the 5 gigahertz will, uh, provide you better speed compared to the 2.4G because the 2.4G provided you a wider coverage only. Yes, sir. Yes, if you want. You can just open your router settings but you need to access it using a browser. All right. And then, and that computer is connected to the Linksys Wi-Fi, correct? Ok so kindly open a browser
04:00
Speaker 1
one nine two . one six eight. OK, I'm in the Lynkci system. I can see a heading saying Lynkis. It's saying, why am I getting a warning that I tried to access my router settings in a browser? At the bottom, let me just see. Yes. Yes. OK, continue. Yeah, your connection is in private. I think this one is the edge.
05:00
Speaker 2
and then type in 192.164.1.1. All right, what can you see now? What is it showing? And can you see continue? Yes, click that one. All right, and you're using a Chrome or Safari. F A R E. Quality. W h y screen goes black? A cell Wi-Fi.
05:00
Speaker 1
advance yes so should I click advanced? okay and then continue okay got it okay yep blue screen says sign in the router password I don't know I think I think we were having a hard time last oh yeah I did create one yeah just one second hold hold one second yeah I did and I wrote it down too because I knew that I'd forget I don't know too many pass codes um here we go passwords but uh
06:00
Speaker 2
Okay. Can you see the advanced? Yes, and then continue until 192. Yes. Click advanced and then continue. Uh, yes. Kindly input your outer password. Did you create a router password before when you set it up? All right.
06:00
Speaker 1
Okay. Yes. Yes, I am. Yeah. So I'm in the dashboard that shows me everything. Okay, CA. No, this one does not have the CA. I'm in the dashboard. It shows me network status, Wi-Fi settings. Yeah, enter user license? Yeah, it doesn't say CA in that line. I know what you're talking about. I've clicked that CA before. Okay, just one second. Yeah, Wi in settings, I see it. Click it. Okay. Okay. Yes, I'm in. Yeah, uh 2.4, 5 and 5. Yeah. So turn those two off. Okay. What about what about this? What about changing the 5GHz? [ silence ]
07:00
Speaker 2
There is end user license agreement. Yeah, end user license agreement. All right. Okay, so now C.A. Can you kindly go to the Wi-Fi settings? It said, yes, please, and you will see the three networks. Okay. Um, all right, can you see there a on and off button? Yes, so that it will not broadcast the 5 gigahertz.
08:00
Speaker 1
halts the Wi-Fi name. Wouldn't that help? True, but correct me if I'm wrong. So when I marry up the the floor, the plumbing device, and I tell them what my Wi-Fi name is. So it's only going to look for that Wi-Fi name. It won't look for the 5 MHz name. No? I don't know how this works. Do you see what I'm saying? [silence] I see. Okay. Got it. Okay, so I've turned both of those off. And so, should I say apply?
09:00
Speaker 2
who understand that one. Sir, however, it's still 5 gigahertz network and it's still it will still kick out your um plumbing device.
09:00
Speaker 1
Okay.
10:00
Speaker 2
Yes please. [silence] Yes. Yes, sir, you can get back. Because you changed you changed some settings. Go back to the Wi-Fi and then select the 2.4 only network on your general settings on your laptop or computer.
10:00
Speaker 1
How to go? Okay, it's not giving me that option. So I go to Wi-Fi? Click it? Then I think Wi-Fi is on? Should I turn it off and on again? Off, on. But it's not giving me any like it's not giving me I'll. Oh, show. Okay, sorry, available networks, yeah. The
11:00
Speaker 2
Wi-Fi. Yes. Network, internet. And connect to the secure, network to the 2.4 network please. And see. Um, check available networks.
11:00
Speaker 1
Yeah, I said, connect automatically. Connected, it says connected. Yes. Okay, I can pay, back there should say retry. it's saying oh okay road not found again I hope so, let me just see, how do I know on this device. [silence]
12:00
Speaker 2
Can you see? All right, so you are now connected. Then you can go back to the page, sir. Yes. I'm trying to refresh the page. You are connected to the 2.4 network, right?
12:00
Speaker 1
Hey, you said I'm connected to the internet. Here, let me let me just try to go on to an internet web page. hotmail.com Now, let me see if it no I'm not connected to the internet. Oh yeah, no, I am connected to the internet. I am connected. So press retry again. No. Okay, I'm going to say it gave the same error message. Okay, you said refresh the page? Okay. Okay, now it's showing me the page.
13:00
Speaker 2
Which internet, sir, what's the Wi-Fi name you're connected? Right. Uh, uh, hmm. Yes, please.
13:00
Speaker 1
okay then um share pass okay okay close the page okay okay it's closed now now let me go to the link this up let me go let me go to the links this app and see what's going on there ok links app [silence] ok link this half seems
14:00
Speaker 2
You don't need to click Apply since you already did some changes. You can now close that page. Yeah. And just observe the connection. [silence]
14:00
Speaker 1
Okay, link this up. Seems to be up and running, except it's saying... It's saying all my nodes are offline except the main node. I see, okay. Okay, let me, let me try that. It's a big house. It's going to take me about five minutes to run around. So that should solve it. If I have a problem, I'll call you back. Okay. Great. Thank you very much. Bye. Bye.
15:00
Speaker 2
what else you have to unplug all the childnot and then plug it back in again. one by one. Mm-hmm. that's what it is. all right, got it. I'll take a note of that here. all right. Thank you so much, also, sir. Have a good one. Bye for now.
15:00