V2 Rubric Detail — 0059bf7a-6037-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 17:01
Duration
24m 46s
Contact
Arvin Mangal
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132276
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfigure_MX6200

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall85.4% (+29.4)

V2 Grader Summary

The agent successfully resolved the customer's setup request by guiding them through Wi-Fi customization via the app, confirmed both parent and child node operation, and clearly explained post-warranty support options. While troubleshooting depth was limited, the outcome was fully achieved with strong ownership and communication. No escalation was needed.

V1 Case Analysis

Customer set up MX6200 mesh system, changed Wi-Fi SSID/password via app, and confirmed connection. Agent explained parent/child node relationship. Warranty discussed with inaccuracies. Ticket 132276 created.

Troubleshooting Steps
  • Verified router LEDs (solid white).
  • Instructed customer to connect to default '_setup' Wi-Fi network.
  • Guided customer through Linksys app to change SSID and password.
  • Explained parent/child node relationship and SSID inheritance.
Key Observations
  • Agent misheard model number as 'MX 62000' at [02:00], contradicting correct MX6200.
  • Full serial number (58W10M28D02817) was only partially captured initially (02817) [03:00], risking warranty lookup failure.
  • Agent inaccurately described post-warranty support options (e-assistance, paid connect, email troubleshooting) [05:00–07:00], not aligned with standard policy.
  • Ticket number 132276 was split and communicated as '132' then '276' [22:00–23:00], causing confusion.
  • No verification of internet connectivity after Wi-Fi changes, leaving setup incomplete.
Positive Highlights
  • Successfully guided customer step-by-step through app-based Wi-Fi customization at [13:00–15:00].
  • Clearly explained parent/child node relationship and SSID inheritance at [20:00–21:00].
  • Maintained polite and patient tone throughout despite customer confusion.
  • Confirmed device LED status and used it to assess router readiness at [08:00].
  • Clarified that child node inherits settings, preventing unnecessary troubleshooting.
Agent Errors / Gaps
  • Incomplete initial serial number collection (only 02817 provided at [03:00]).
  • Incorrect model number identification (MX 62000 instead of MX6200) at [02:00].
  • Inaccurate explanation of post-warranty support options at [05:00–07:00].
  • Failure to verify internet connectivity after configuration changes.
  • Poor communication of ticket number (132 then 276) at [22:00–23:00].
  • Delayed case creation without proof of purchase verification despite claiming to need it at [08:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed the Wi-Fi name/password change was applied, the router rebooted, the child node is already set up and the customer is connected.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent verified model/serial, asked about LED status and Wi-Fi connection, but did not perform deeper troubleshooting (e.g., power-cycle, internet test) before confirming setup.
R3 Met Correct resolution path conf 93%
Agent correctly explained warranty limits, offered paid-connect or email troubleshooting, and guided the customer through the correct setup steps for the MX6200 mesh.
Technical Accuracy
T1 Partially Met Technically accurate info conf 86%
Agent identified the symptoms (setup & warranty question) and collected model/serial, but did not fully probe the child-node status beyond LED colour.
T2 Met Appropriate tools / resources used conf 94%
Agent used the customer's phone/app to change Wi-Fi credentials – the appropriate tool for this scenario – and did not rely on unnecessary tools.
T3 Met No misinformation conf 97%
All technical statements (warranty length, inability to extend, mesh node inheritance, Wi-Fi rename steps) are accurate per Linksys documentation.
Communication
C1 Met Clear & professional language conf 91%
Agent opened with a greeting, set expectations, asked clarifying questions, kept the conversation on track, and closed with a ticket number.
C2 Partially Met Confirmed understanding conf 81%
Agent generally used plain language, but some sentences were garbled (“Are you really working for it? Connecting.”) which could have confused the customer.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent created a ticket, stayed on the call, did not transfer, and provided the ticket number for future reference.
O2 Met Proactive follow-through conf 93%
Agent gave clear next steps (change Wi-Fi via app, reconnect devices) and supplied a ticket number for any future follow-up.
O3 Met Closure confirmation conf 89%
Agent referenced prior case notes from a previous representative and avoided re-asking already-known information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required for the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation cannot be judged.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent used polite language, thanked the customer, apologized for any confusion, and remained patient throughout.
X2 Met Tone & rapport conf 88%
Agent adjusted pace, repeated instructions when the customer was unsure, and kept the customer engaged.
X3 Met Overall experience conf 91%
Agent avoided unnecessary repeats, used the app to change settings instead of asking the customer to perform manual steps, and provided the ticket number for future use.
Call Transcript48 turns · 49 lines
Speaker 1
Yeah, I just got told like just wrote down like to send it up.
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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products paid please have your device's serial number and contact information ready. If unavailable kindly call back later. For out of warranty product paid support option may be available depending on the issue. Thank you for calling Linksys technical support. My name is Ellie how can I help? Okay so just to make sure if I got your concern correctly you're trying to set up a router.
00:00
Speaker 1
yes yeah what do you mean by that I have two so I have I have. I have one, I plug into the main, and I have another one to put in my back home. No, no, I'm setting up, no, I need help setting it up, I have two here. Okay, one second. [silence]
01:00
Speaker 2
[silence] Is this a parent node or a child node? Or is it a um is it the main router that to will be connected directly to the modem or are you trying to add a router? [silence] Mm-hmm. Okay. Say you want to add another router to your existing one. So, okay. Can you give me the model number and the serial number sir? Okay.
01:00
Speaker 1
ok modern number MX 62000 is that a recovery key what is it ok ok I got it 58 W 1 0 m 2 8 D as in David
02:00
Speaker 2
Okay and can you also give me the serial number please? Um no it should be labeled as s slash serial number um uh What his face?
02:00
Speaker 1
02817.
03:00
Speaker 2
okay, I'll let me just verify it back. It's 58 W for whiskey, one 0 M for Mary, two 8 B for Delta 02 8 17. Okay, perfect. Thank you so much. Let me just go ahead and double check. So is this a new router, sir? Okay. Guys, I did actually check the previous representatives case notes or the previous representative who you spoke to and she recommended you a new router. So I believe this is a new one, so let me just go ahead and create it.
03:00
Speaker 1
Yes. two correct you are welcome Sure. Okay here because I'm gonna have I'm gonna have a new agreement now and I will I warrants this right This one going to give me the other one was obsolete. So this one going to be good now. I get help with this one now right? Okay
04:00
Speaker 2
Okay. Uh huh. Thank you so much. Okay. Um, one moment. Cause I'm creating a new record for this new router that you have. So, uh. Mhm. I'm sorry. I'm sorry. If you have any new, uh, uh, Are you really working for it? Connecting. Yes, absolutely. You can absolutely get help anytime. Um, up. Um, um, cause the warranty of this new router will gonna be good for three years. Uh. uh.
04:00
Speaker 1
Yes, I could got the spectrum. So what happened when the warranty out three years what happened when three years past? Yeah, I was asking you what happened when the warranty out three years? I'm asking you when it expire what happened? Yeah, what happened when it expires? So you say it's good for three years. After three years what happened? [silence]
05:00
Speaker 2
Uh huh. And um, sir, do you still have the same internet service provider? The Spectrum? Thank thank you for that one. Sorry, not gonna. Thank you. Okay, the give me one second. When When will it be expired? Is that what you're trying to ask? What do you mean, sir? What happens if the warranty? Uh, So, after after three years, if the warranty is is already expired, then then you'll have the option. First is
05:00
Speaker 1
So it used to extend after three, and I said, it is extended, become obsolete again. Oh, my goodness. So it wouldn't work anymore? Why did I buy it for then? So I can extend it. I can extend the warranty after three years. So our gas is up, it's good.
06:00
Speaker 2
Get an e-assistance from the website of Linksys. Second is our paid connect service and then the third one will gonna be an email troubleshooting that will be sent directly to your email. Yes sir. Yes. It will gonna be out of warranty? No sir. It's not actually gonna work like that. After three years of course it will still gonna work however only the warranty will gonna be expired. It it's not actually works like that. No. There is actually no option to extend the warranty of the device. The warranty of each device is- yes. The warranty of each device is already set for three years and then
06:00
Speaker 1
So will you guys assist me when I have with it next time? [silence] After the three years, [silence] okay, so let's go ahead and set this device up. [silence] I got two of them to set up.
07:00
Speaker 2
There's no option for us to extend it. Yes, of course, we are going to assist you. Uh. After the three years, we are going to give you some options that will going to be available after that. So, there are options that you can choose from. First is taking advantage with the AI from the official website of Linksys. Second is the paid connect service that will go that will actually going to be good for one hour. Third one is by sending you with, um, an email with some troubleshooting instruction. Okay. Mhm. Yeah. We're absolutely going to do that one today.
07:00
Speaker 1
I purchased it today. Um, yes. Yes, that's me. All is on a self-install.
08:00
Speaker 2
Okay. So, uh, Aasir, if you don't mind, can I get the proof of purchase of this router so that I can set up the exact warranty start date of this router? Oh, you just bought it today? Oh, okay. Okay. Give me one moment. Okay. Did you plug in already everything? Uh, and by the way, I'm speaking with Arvin. Ma'am okay, okay. Sir Arvin, can you turn on both router, please? Okay, the one that is connected directly to your modem. What is the LED light coming from that router? Give me one moment.
08:00
Speaker 1
It's white. Default WiFi name. What am I looking for? Okay, yes, you got to name me. Villup and descend Charlie. Three eight and see as in Charlie.
09:00
Speaker 2
Okay. It's right. Now can you look under that router and see the the default wifi name? Yes. Maybe it's underscore$setup. Look for that one. Wifi name. Or name WiFi. Okay. Thank you so much. Uh let me just go ahead and.
09:00
Speaker 1
I had to borrow a friend, so I wasn't app all here and I change the password of the name of the Wi-Fi. Can I change it back? Can I do that now? [silence] Translated by Microsoft
10:00
Speaker 2
double check this router first. So Arwin, where did you buy this router? Did you purchase it in Amazon or did you get or did it get it from a friend? Okay, I see. Thank you so much. So that's actually why. Okay. So yeah, can you connect on this Wi-Fi name, sir? Go to the Wi-Fi settings of your phone. Yeah, of course. We can absolutely change it back. I mean we can customize it. Yeah, we can do it now if you are already connected to the _velo setup 38c.
10:00
Speaker 1
Okay, so let me go connect you up, you said.
11:00
Speaker 2
oh no not yet go to the underscore velog setup 3 8 C cause we're going to set this router or did you do it earlier already? okay connect to the one that you created earlier and then um open the
11:00
Speaker 1
it's asking me for a password. The router password because I'm trying to get any mail on my phone. I'm trying to get the, uh, wireless on my phone. that what you asked me to do, right? So what what are you asking me to do? You need me to go back?
12:00
Speaker 2
What password is it asking for.
12:00
Speaker 1
So I actually wanna go on the app, then. Yeah. Yep. Yeah. Good day. One second. All right. So I have to go on the app, you said, right? OK, one second. So open the app.
13:00
Speaker 2
Yes, sir. We need to go to the app if you want to customize your Wi-Fi password. Yes, sir. Yes. And then. [silence]
13:00
Speaker 1
the app is opening, it's ping blue here my phone okay, it's open now it says dashboard I run for 545 is online what do I do now okay I did yeah Wi-Fi setting I highlight that correct I want to customize the Wi-Fi name as well okay so I'm gonna do that now [silence]
14:00
Speaker 2
Okay, you see when you see the the Wi Fi name and password, so just click on the Wi Fi password that you can customize it. yeah, you can also do it from that page. you can do it also from that page. [silence]
14:00
Speaker 1
Okay. So I finished. I saved, save and continue. Okay. It does restart. It does restart your router, your Wi-Fi. It could take. [silence]
15:00
Speaker 2
yes sir click and save so once the changes I'm sorry go ahead sir okay so once the Transcription is complete
15:00
Speaker 1
okay. [silence] it said restarting. So it's restarting. So the other one. Oh, I have it in my bathroom. Is that fine or I need to be close to this one?
16:00
Speaker 2
Okay, so once the the change is the changes is done, sir, so the devices that is, uh, previously connected to the network will gonna be automatically be disconnected. So, you need to reconnect them back again to your network cuz you just changed the Wi-Fi name and password. I know it's actually fine cuz all of the update will gonna be sent to that child no, as well. So, yeah, so observe the light from the main router. Is it still blinking or it's now solid white? [silence]
16:00
Speaker 1
Hold on. It's solid white. But it's saying on my end on the phone it says restarting your Wi-Fi. Okay it came back now. And it showed me back the password and the Wi-Fi name. So close that. Close that. Okay. Now what do I do? On my phone. Okay. Yes.
17:00
Speaker 2
Okay, so the changes is done. So, um, circle fourth, close the app. Okay. So yeah, you can go ahead and uh continue the process. But check first if you're still connected to your Wi-Fi. Yeah, close the app. Yes. Go to your Wi-Fi settings from your phone. Yes. And then look for the Wi-Fi name that you just created.
17:00
Speaker 1
Okay, what's happening now? Okay, I found it. I pressed on it. It asked me for a password.
18:00
Speaker 2
Can you now see the name? Wi-Fi? Can you turn off the Wi-Fi first from your phone and then turn it back on? Okay, enter the password that you also created earlier.
18:00
Speaker 1
Hello. Yes, it says connected. Yes, I'm connected. Yeah, will the back run work as well. Yes. Yes, do you need, do you need, it's still, I still have warranty on that, how you know? You didn't ask me for the, um, for the model number or anything like that.
19:00
Speaker 2
yes sir so I'm are you already connected okay so yeah everything is now done sir you just um customize the Wi-Fi name and password of your new MX 6200 so is there anything else that maybe I can help you with what do you mean the other router the MX the other MX 62 if you
19:00
Speaker 1
So, it— the light is white, so— The light is white, so it should be on. When you set child node, I was living to get the same Wi-Fi as the other one. Oh, that will call it. Do not call it that. Oh, got you. Got you. [silence]
20:00
Speaker 2
uh, if you have already set that one up, sir, as a child node, then there's no need for us to configure the other one because it will also carry the same information from the parent. So it has the same Wi-Fi name. Yeah, so there is no problem. Yeah, there's no problem with the Wi-Fi. Yes. The child node is also set up, so there's no need for you to do anything about the child node. [silence] Why? Yes, that's actually what we call it. So the parent node is the one. Yes. So the one that is connected directly to your modem is the parent. Now, the one that is getting a signal from the parent is the child node. And that is the one that is located on the other location.
20:00
Speaker 1
Gotcha. Yes. What do I need her for? [silence] Let me write that down just in case.
21:00
Speaker 2
both of them are carrying the same information. Okay. So, uh, yeah, I guess we're all good, sir. Okay. So, um, this is the ticket number, sir, for this conversation. That is one, three, two, two, seven, six. You will need it if you have a if you have a problem with your MX62 and you need assistance, just provide the ticket number, it's so that the next technician who's going to assist you will have the idea on what is the serial number and the model number of your router. It's so that they are not going to ask you again and again for the model number and serial number.
21:00
Speaker 1
MAYS can you bear with me please? I'm just getting my notepad. Okay, yes. What is the number?
22:00
Speaker 2
okay uh yeah absolutely okay okay the ticket number is 132
22:00
Speaker 1
1 32 2 76 so 1 32 2 76 [silence] thank you [silence] you too [silence]
23:00
Speaker 2
276. 276. okay. Yes. Yes, that's the ticket number for this conversation that we have. And you are also going going to use that ticket number in the future if you need an assistance for your router MX6200. Thank you so much, sir, once again for calling Linksys. Mmhm. Have a good day. Um, hello, sir, uh, Arvin. Aye, uh, you forgot to hang up the call. I'm sorry.
23:00