V2 Rubric Detail — ff597542-64e7-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 16:18
Duration
35m 5s
Contact
Barry Wicks
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132976
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Guest network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall22.7% (-21.3)

V2 Grader Summary

The agent followed basic app-reinstall procedures but failed to diagnose the root cause, verify hardware status, or use available tools. Despite some adaptation to customer confusion, the interaction lacked ownership, clear communication, and effective troubleshooting, leaving the customer unable to complete guest network setup.

V1 Case Analysis

Customer unable to complete Linksys router setup; guest network configuration failed due to app UI issue. Agent did not confirm model, reset procedure, or WAN status. No resolution achieved.

Troubleshooting Steps
  • Collected serial number and customer contact details.
  • Guided customer to quit current setup flow in the app.
  • Instructed to delete and reinstall the Linksys Smart Wi-Fi app.
  • Assisted in creating new Wi-Fi SSID and password.
  • Attempted to enable and configure guest network; addressed app UI issue preventing password entry.
Key Observations
  • Agent never confirmed the router model, despite it being critical for accurate troubleshooting (e.g., Velop vs. standard router).
  • No verification of WAN/internet connectivity or modem status was performed, a foundational step in setup issues.
  • Agent failed to recognize or address the root cause of the guest network issue, instead treating it as a UI input problem.
  • Call concluded without confirming resolution, setting a callback, or providing self-help resources.
Positive Highlights
  • Collected serial number and customer contact information accurately (transcript [01:00]-[04:00]).
  • Remained on the line and attempted to guide the customer through app reinstallation and setup steps (transcript [11:00]-[15:00]).
  • Recognized and provided a workaround for the app UI issue preventing password entry (transcript [31:00]-[32:00]).
  • Maintained basic professionalism despite customer frustration and technical difficulties.
Agent Errors / Gaps
  • Failed to obtain or verify the product model number, a critical protocol miss for setup support.
  • Did not confirm WAN/internet connectivity status before proceeding with app-based setup (transcript [07:00]).
  • Did not follow standard router-setup troubleshooting flow (e.g., power cycle, LED verification, factory reset).
  • Provided vague and reactive app navigation guidance without referencing KB articles or known UI issues.
  • Failed to validate that the guest network was actually functional after configuration attempt.
  • Did not offer any next steps, escalation, or self-help resources upon call end.
  • Missed opportunity to check for known app bugs or firmware incompatibilities related to guest network setup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer never completed setup; ended with guest network password input issues and unresolved confusion despite multiple attempts.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent guided through app reinstall and setup steps, which are relevant for app-based configuration issues, but skipped hardware verification and systematic diagnostics.
R3 Partially Met Correct resolution path conf 91%
Agent followed standard app-based setup path appropriate for a new router, but failed to verify model (SPNM62 implied) or confirm physical connections, missing key setup prerequisites.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No root cause identified; agent assumed app reinstall would fix issue without diagnosing whether problem was software, hardware, or account-related.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use web UI (http://myrouter.info), check node lights beyond basic observation, or access any diagnostic tools despite persistent app-router handshake issues.
T3 Partially Met No misinformation conf 87%
Instructions to delete/reinstall app and create passwords align with KB, but agent confused router password vs. Wi-Fi password and gave unclear guidance on guest network setup.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent silences, no call framing, abrupt transitions (e.g., 'delete the app' without explanation), and loss of control as customer repeated confusion.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple terms and repeated steps, but failed to confirm understanding when customer expressed confusion about passwords and interface actions.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership; repeatedly put burden on customer to retry steps without offering alternative paths or remote verification.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or contingency plan provided when guest network setup failed; call ended without resolution or follow-up.
O3 Not Met Closure confirmation conf 93%
Agent ignored customer’s history of failed setup attempts and ISP involvement, treating each step as new without referencing prior efforts.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was clearly warranted — issue was within L1 scope (router setup), though agent struggled to resolve it.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent acknowledged frustration with 'I understand how you feel' and stayed polite, but remained procedural rather than empathetic.
X2 Partially Met Tone & rapport conf 84%
Agent persisted with guided steps despite customer confusion, but did adapt slightly by suggesting workarounds when keyboard wouldn’t appear.
X3 Not Met Overall experience conf 96%
Customer forced to delete/reinstall app, re-enter credentials multiple times, and manually troubleshoot UI issues — high effort due to lack of agent-side diagnostics.
Call Transcript56 turns · 61 lines
Speaker 1
Gerald. Yes. Um, I have no patience left at all, Gerald. Uh, I'm sorry that you got me at the end of the day. We've had an absolute bloody nightmare here today. uh, we, we've they sent me a new linksy thing and we've tried to put it in. I've now got internet, uh, and it my system works, but the, the, uh, granny flat attached to my house used to have a guest thing, uh, from, from my, uh,
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling Linksys. My name is Gerald Kinal. [silence] .
00:00
Speaker 1
but when we when we renewed everything, the guest thing disappeared and the technical department of giga clear just couldn't put it back again, so they said to phone you. Uh uh, right. The serial number of the router. I think it's 330 Bravo 20 Mike 5 1 Charlie 0 1 9 3 2. [silence]
01:00
Speaker 2
All right. All right, so we'll figure out what to do with that. And can you give me the serial number and model number of the units that's router?
01:00
Speaker 1
[KEEP_UNCERTAIN] Yeah. Um, I, uh, yeah, to tell you the, to tell you the truth, they've swapped them around so, so much this afternoon. I don't know whether I'm Arthur or bloody Martha now. Um, I'm just going to check that for you. Um, can you, Rez? Can you take this telephone number? This, this number? I'm just asking my wife to, to try this serial number. It's Is that it there? No, I mean the, the computer. You got to just tick the box in the middle to get the file out. where does it go when you send it? Right into our system. As soon as you hit it, it gets sent straight over to us. Oh, well, it's just hit it now. I'm just trying to find the keep out now. Yes, try it again if you want. Yeah, I'm just doing it. Ah, okay. Did it go? [silence]
02:00
Speaker 2
I read it back to you so that's 33 Bravo 20 Mike 51 Charlie 01932. What's the model number? All right, I think it's Oh, you're breaking up. What'd you say? Oh, okay. Alright, what's the model number? Got it. All right, can I ask for your first name and last name so I can create a record for you? [silence] How do you spell this? [silence] All right. [silence] I will also need your mobile number. [silence] And I just need your email address. [silence] And your address. [silence] Do you have a preferred inquiry number? [silence] And are you still using the equipment? [silence] All right. So our engineering team will contact the equipment manufacturer for your request. [silence] Thank you for calling. [silence] Good day.
02:00
Speaker 1
icks wicks it's barry at Maroubra co.uk Maroubra is spelt M a r O u b r a Maroubra M a r correct E y e h i
04:00
Speaker 2
Spell your last name. Thank you. And what is your email address? At what was that? At Gmail. E-invasive. So that's your first name, underscore, M-A-R-O-U-B A-R. No. B-R-A. Ah, okay. that goes to EUK, right? Yeah. I'm assuming your internet provider is Kika clear, right? Yeah. said that just a while ago.
04:00
Speaker 1
[silence] yes, Yes, it is. Thanks. My phone is connected to the Wi-Fi, yes. Yes, I do, but it just doesn't work. Yeah. I've got my your app on my phone, but it just doesn't work. It's, um, do you want me to go into it now so I can tell you what's happening? I go into the app, and it it's it's loading setup and it's ready to complete setup, it says. And it says complete setup in a blue box, and then I don't want to continue setup. Which one do I do?
05:00
Speaker 2
Okay, so get cut up. Just in case this is your best call back number. Correct. Ending two one nine eight. All right. Do you have the link just up installed in your phone? And also your phone? Is that connected to the wi-fi? Okay. Do you have the app installed in your phone or or no? All right. Let me help you with that. Yeah, but if you have the. sure, sure. You can open.
05:00
Speaker 1
So I press, I don't want to continue the setup. I'm sorry, you're confusing me. With which one do you want me to press? Okay. Quit the setup. Okay, I've done that. Now it just a blank page with linksies on it. Okay, it's close. Re open it. No, okay. Okay. Loading the loading the setup an experience and it says, it wants me to terms and conditions. I agree to that right? Okay.
06:00
Speaker 2
Select the second option I don't want to continue setup and then quit the setup. That's correct, yes. Yes. I don't want to continue setup and then quit the setup. All right. Close the app first close the app. Now reopen it. What do you see now? I see a login. I agree to that. Hmm.
06:00
Speaker 1
Now it says connect the router to your modem a source of internet. So it is connected. Sorry? Okay, Press next. Now I got a tick and a blue circle which some of it is made sure and it says the node light is solid. Well, the node light on the thing is solid. It's blue. So I press that. Now it's looking, now it's looking for, it it it's connected. Now here's the problem. It says use the same wi-fi settings as GigaClear7ECF. I've no idea what that is. that's correct. That's not the correct one. I think that's the that was the old one.
07:00
Speaker 2
If it's done, just press next, yeah. If it's done, just press next. If it's already plugged in, next. [silence] [silence] [silence] All right, just just just just just create create create a new wifi name or select the second option.
07:00
Speaker 1
Okay, I've pressed that now. Okay, right. Now it says name your Wi-Fi. So I put. So I put Giga clear in there. Giga clear. Okay. And it's under, how do you do an underscore? I don't know. I'm sorry. You'll just have to wait and give me a second. I don't know how to do an underscore. Okay. So and and now I've got to put the password in, correct? Yeah.
08:00
Speaker 2
Wi-Fi. name of your Wi-Fi whatever name you want for your Wi-Fi any name you want and then password. It's up to you. Oh, sure, sure. Yes.
08:00
Speaker 1
yeah yeah yeah okay so the password is uss I Z N R P K M P K M PRIVACY PLEDGE I I just collected now it's looking for the account um link in your account it says [silence] Now, now I've got a problem. Now it says reset your node, press and hold the reset button for 10 seconds. This will erase all settings permanently. The other option is I've done this. Okay. Okay. Now it's showing me connect the router to the modem or sort of Internet. And it is connected. So I press it's connected. Now it's showing me a picture of apparatus that's connected to it.
09:00
Speaker 2
What are the other options we have there? Just that? All right, click up done that, or this. Done, next. Yeah, connected, um.
10:00
Speaker 1
Okay, so I put next on this. Now it says make sure everything is finished starting up, which it has, and the light is solid. So, I press that. Press that. Yeah. Delete the app. So, can you, can you explain to me what you mean by that. So delete the app. Put anything on your app. It wobbled. Right. So it wobbled. Y. So you go now. They could say. Remove that. Remove that and then you'll be done. Okay, remove from home.
11:00
Speaker 2
Okay. It's loading. Next. Oh I think it's back to doing the setup. How about we delete the app and reinstall it. I probably have done it, but we're gonna try again. Yeah. Delete and reinstall it. Delete the app. Uninstall the app and download it. Remove, yeah.
11:00
Speaker 1
Ryan. Apple store. I'm trying to find where. App store. Okay. Now I'm so what do you say that I do? Okay. It says Linksys smart Wi Fi generate. Now USA developers USA. So just Lin Keiths. It'll come up with apps. Okay. I've got it now. So I I put get.
12:00
Speaker 2
Delete the app. And then go to your Apple Store. That's iPhone. Search the word Linksys. And download the app. On the search bar, yeah, that one. Search for the word Linksys, L-I-N-K-S-Y-S. Just Linksys, yeah. Get it, yes.
12:00
Speaker 1
double click this. What? double click it. Double click this? Sorry, yeah? He's- he's asking instructions to do. Oh yeah, yeah. Do that. And then this. My double click it. Okay. You- you click that one, go further. Oh. right sorry you're talking to someone who who's a buffoon I don't know what I'm doing, so I Apologize. So I click on Open now. and allow. I've got Allow. So I I allow that. Okay. So, boost your Wi-Fi Bluetooth. So it says Get Started. We we go for that? [silence]
13:00
Speaker 2
gettin'. that's okay. okay. tell me what you see on the app. oh yeah, allow. allow, yes? yes. right? hello? [silence] yeah.
13:00
Speaker 1
It's scanning the Wi-Fi. Okay. Now, I've got a screen that says, what is your goal? So what do I do? That doesn't, Screen tested. Yeah, it's on the iPhone. [silence]
14:00
Speaker 2
wait hold on that doesn't sound like oh one second that doesn't sound like a link this uh app. yeah it that what uh um that that's iPhone right? your phone I mean. iPhone. so normally for iPhone if you previously downloaded the app that you just deleted or you delete it.
14:00
Speaker 1
I delete this thing that I've got now. It's got Wi-Fi scanner. So I delete that. Okay. Okay, right. I'm deleting it. Okay. So, now we're back into... App Store. Okay. Now I've got an eye cloud. Yeah. So I press the eye cloud it's a network scanner. It's Lynx. I Zer. Sorry. So I press the eye cloud. Okay. We're getting there. There was two on the same on the same thing. So we're going to go through this again, aren't we? It's going to no, this is loading the set up experience. So we agree to the terms and conditions.
15:00
Speaker 2
it will have like a Cloud symbol. Now, you just need to press that because it's already… I mean, you have that in your Cloud. Yeah, delete the Wi-Fi scanner. [silence]
15:00
Speaker 1
we allow. Now it's showing connect to the router, it's connected. It's showing me the figures again, so we go on there. Now we've got... Okay, now it's searching. It said this could take up to a minute. Now we got again the pull in the... ...cuh... ...giga... ...city is good? Uh, you might need to find the answer immediately doing that immediately changes it should already be registered, so let's find the underscore, man. underscore is. find in the keyboard. And now putting the number in. Right. So we put in this number. Correctly. Oh no. Sorry, no, you The clear. It's clear. E. Nicky, what was your, what was the password? No, that's the password there. Oh no, no, that's what the name, the point. So it's the same as yours. Nicky. Wait. [ silence ] Nicky. [ silence ] Jesus Christ. Do it again. I think that's it there. It's E719. Is it? Yeah. Is it E719? Let's go. Capital E seven one nine. Seven one nine. Seven one nine. capital E seven one nine. And then the and then the password. the US side the US I or US one are you it's US one. uh huh. uh US one I as East as I as a AMR M- oh PKM PKM you is it not the case. One doesn't matter. You didn't matter if they're whatever if there or lower case, they should all be lower case. Should they? Not that's just the way I've written them. okay, continue. oh email address. Logging. Uh no, it says new here, create account. No, there's no skip for no. [silence]
16:00
Speaker 2
always be polite when making requests and try not to seem pushy.
18:00
Speaker 1
UBA.co.uk and then now it's asking me for a password. Now it says it's got login. The email address password combination is incorrect. God damn it. God, dammit. I have no idea what the password is. That's how you need, that is if you change it. I'll go back. I'll go back. Oh, skip for now. I got skip for now like last time. Okay, we got that. Now it says re-enter password.
19:00
Speaker 2
Ah. Yeah. the password up your email account but there should be like a skip button skip for now yeah that one skip for now
19:00
Speaker 1
... Create another password, that being a new... ... [silence] So, so that'll be this one. Look. That's what I mean simply. It's got router password and then underneath it, it's got router password hint, which is just a reminder what it is, so, so whatever you... Oh, no, it's just got next. I've got next on it, but there's no option. Um, should we not bother with that then? Let's just... Yeah. So, if this is a new password, I can put any word in there. [Silence.
20:00
Speaker 2
All right. It's a different password. It's the password for your app. Again, that's just a hint. Like, hi, this is optional. But the router password is a requirement for you to proceed. Now, the hint is optional. But you have to create a router password, any password, but there's a requirement for that. So once you type in something.
20:00
Speaker 1
Okay, your password must've 10 characters, uppercase letters, number one, okay, okay, and, and one one number one special character. Okay. No. Okay. Okay. No, no, I've written it wrong actually, okay. I'll go back. Well, still written as long, go. Three
21:00
Speaker 2
something that will show you all the requirements for your password.
21:00
Speaker 1
um, okay, I've done it. you might be staying below. Okay. I'll put 204-05. Yeah. O-L-O-K. Okay. Okay, I've done that. No, sorry. So we won't let me, it won't let me do anything. Oh, next, here we are, next. I'm pressed next. You want special characters? I've got special. Jill, view the pounds, obviously, it recognizes it. Doing act, it's dead tells me. It doesn't recognize the special character. Oh, shit. Do a pound. and then sign on.
22:00
Speaker 2
right. All right. All right. Oh try another special characters Well it could be a dollar sign or question mark. Mm-hmm. What ha-
22:00
Speaker 1
Yeah. Yeah. Yeah. it's it's the, the bars going up, it says this could take a minute. It's the bars going over. So it's configuring the wi-fi network. Right. Yeah. Yeah. I found the right race. Right. Okay. Now, it says, now let's connect to your new wi-fi. Step one, go to your phone's settings app and select your new wi-fi. It's this, okay. It's that one, right? Yeah, so go to you need to go to the app button.
25:00
Speaker 2
I understand how you feel. But don't worry. you got me in the line. Let me help you with this. I think you reset the router. I'm not too sure. You can correct me if I'm wrong. Did you press the reset button of the router? Please. All right. You still remember the WPA password right? Because it's going to ask you to connect and you need a Wi-Fi password. The one you just created is a router password. That's that one. It will ask for the first router you created.
25:00
Speaker 1
Go to your settings. So. So next. Next. You need to go to the, to your, uh, to your SSID. Just swipe the disk on out the way. Uh, go to your settings and then go to your Wi-Fi. You should see the router. And now click on that. This one, yeah. And the last thing, uh, is to put the password in. Which is 176. Right. U.S. one. I.Z. Then R. P.K.M. P.K.M. OK. Right. I've got a tick. So you can get back to the app now. [silence]
26:00
Speaker 2
Yes, when you created, yes. All right go to your phone settings, Wi-Fi settings.
26:00
Speaker 1
Back to the app. How do I do that? Just swipe up again. Find the app. It'll be open already. Still be open. It's good. Click on that. Where? Where is it? Okay, right, right. Okay. Next, man. Next. Next. There we go. It's a blue whirly thing. Looking for the childe nodes, it says. That's it. You got another Road node elsewhere. Yeah, here. Yeah. Next. Yeah. Automatically send errors to Linksys. Next. Goo clear E 7 19 is ready. Connect your device to your new Wi-Fi. Go to dashboard. I click that.
27:00
Speaker 2
back to the app. Mhm. Yeah. Next. Yes, click that. [silence] Thanks for watching!
27:00
Speaker 1
Okay, it's getting rude. I'll allow that. Right, now we've got. So what do I want to do here? It says Giga Clear E719, which is correct, and it's got two nodes, six devices, and it's iPad, iPhone, Barry Wick's offline, iPhone, iPhone, parental controls, oh, guest network, and it says turned off, so I I turn that off. No, that's fine. Leave that as guest. Yeah. So leave it as guest and that's fine. And, and create a password for this. And then you can use to move.
28:00
Speaker 2
[silence] Now tell me what you see. All right. Yes. Turn it on and create a gas name and password.
28:00
Speaker 1
I use what? So, how do I create a password for for that? just just let it I'm pressing Wi-Fi password and nothing's happening. it's got Wi-Fi password and and I can't. Okay. No, we we've got. We're going to turn it off. Right. It says guest network. Guest access. Do we turn that on or not? Okay.
29:00
Speaker 2
Wait, so you turn on guests right. Are you on the guest network? Okay. So, if you have the guest... Huh? All right. What's that? If you want a guest Wi-Fi, you should turn it on. Then the Wi-Fi name below that is the guest Wi-Fi name.
29:00
Speaker 1
Yeah. It just says Wi-Fi password, and then it's got an arrow. But when I press Wi-Fi password, nothing happens. Yeah. But it didn't give me the option to do that. Oh. Well, this is the first time the guest's been set up on this. So it says guest access I'm in now, and it says gigaclear 719 guest. We've got that. But then underneath it, it says Wi-Fi password.
30:00
Speaker 2
Now, below that is the Wi-Fi password. If there's a password below that, it's encrypted. You can erase that and then create a password. Remove the password that's there and then create a new one that is simple to remember because you have to type in your password. You have to remove it first.
30:00
Speaker 1
And I press on there and it doesn't give me an option. You must enter something to continue. But I can't enter something because I haven't got the keyboard. [silence] Back to what? Guest network. Yeah. Yeah, got it. Okay. I can't... No, I can't... I can't... I can't get the keyboard. [silence] I'm pressing it and nothing's happening. [silence]
31:00
Speaker 2
Wow. Oh, I see. I think I understand it now. all right. just cancel that and go back to that. guest network. yeah, cancel and go back to guest network. then tap the password. there's a keyboard now. Can you, can you, what about the wifi name? If you tap that, can you erase the wifi name? There, is there a okay, can you, can you enter the new wifi name?
31:00
Speaker 1
yeah I've got a keyboard now I've got a keyboard now when I go into the into the Wi-Fi name I've got the keyboard but when I when I press on the Wi-Fi password I don't have a keyboard. God this is frustrating. Ah Wait a minute I've got it. I've got it now. So any password will do? Yeah. Okay. Right. I know what it is. [silence]
32:00
Speaker 2
keyboard or something, [silence] no, [silence] it's really strange, [silence] that's my first time hearing it, [silence] you got it? [silence] all right, cool, [silence]
32:00
Speaker 1
Now, it's going. It's configuring guest access now, it says. And the pass. It's, it's W. Let me write it down. Yeah. That's just, that's just a lower case. I think we've got. That's a lower case O. Yeah. Zero, zero.
33:00
Speaker 2
and then hit save. Got the gas back.
33:00