V2 Rubric Detail — 0ac929ba-7b0c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 20:31
Duration
25m 21s
Contact
Carmen Gard
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00136431
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
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Ticket subject: Wanted to setup 2.4Ghz band network
⚠ 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

Resolution5.00/5
Accuracy4.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.3/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall91.9% (+5.9)

V2 Grader Summary

The agent successfully resolved the customer's issue by guiding them to separate the 2.4 GHz and 5 GHz SSIDs via the router's local web UI. All technical instructions provided were consistent with the KB for legacy device compatibility and router access. While there was minor confusion during the login process, the outcome was a confirmed successful connection.

V1 Case Analysis

Customer needed to separate 2.4 GHz and 5 GHz bands for a pool light. Agent guided to http://myrouter.local, accessed Wi-Fi settings, renamed 2.4 GHz SSID to 'fastparrot 2', applied changes, and confirmed connectivity. Issue resolved.

Troubleshooting Steps
  • Collected customer name, email, model number, and serial number.
  • Directed customer to access router web UI at http://myrouter.local using recovery key.
  • Navigated to Wi-Fi Settings and identified band steering configuration.
  • Renamed 2.4 GHz SSID to differentiate from 5 GHz band.
  • Applied settings and confirmed successful reconnection and internet access.
Key Observations
  • Agent correctly identified that band separation requires web UI, not the app, aligning with KB guidance in adjacent_common_wifi_questions.md.
  • Customer experienced minor confusion during admin account creation, clarified by agent ([15:00]).
  • Agent used correct URL (http://myrouter.local) and recovery key process for MR8300.
  • Final resolution confirmed with customer testing internet access on the new network ([23:00–24:00]).
  • Agent incorrectly referred to 'Linksys Smart Wi-Fi tool' and suggested changing Wi-Fi password when only SSID rename was needed ([16:00–17:00]).
  • Agent provided incorrect support URL: 'support.AA.com' instead of 'support.linksys.com' ([24:00]).
Positive Highlights
  • Accurately diagnosed that app does not support band separation and correctly directed customer to web UI (http://myrouter.local) for advanced settings, per KB guidance.
  • Successfully guided customer through accessing router settings using recovery key and navigating to Wi-Fi configuration.
  • Correctly advised renaming the 2.4 GHz SSID to enable device-specific band selection, aligning with KB guidance in adjacent_common_wifi_questions.md and universal_legacy_device_wifi.md.
  • Collected all required customer and device information (name, email, model, serial).
  • Confirmed resolution by having customer test internet access on the new network.
Agent Errors / Gaps
  • At [16:00], agent incorrectly instructed customer to click on 'Wi-Fi password' and 'type in a new one', which is not required for band separation. The correct action is to rename the SSID under band steering settings. This misdirection could have led to unnecessary password changes.
  • At [24:00], agent provided incorrect support URL: 'support.AA.com' instead of 'support.linksys.com'. This is a clear accuracy failure per KB and poses a risk of customer being directed to an unsafe or incorrect site.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed connection to renamed 2.4 GHz network and successfully accessed websites, resolving the legacy device connectivity issue.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through accessing myrouter.local, navigating Wi-Fi settings, identifying band steering, and separating SSIDs—logical, sequential steps that directly addressed the root cause.
R3 Met Correct resolution path conf 95%
Agent correctly identified this as a configuration issue resolvable via self-service tools and provided appropriate troubleshooting without inappropriately escalating or dismissing due to warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified the symptom (legacy device needs 2.4GHz), confirmed the model (MR8300), and correctly identified that band steering was the mechanism preventing the customer from seeing a separate 2.4GHz network.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the local web interface (http://myrouter.local), which is the correct and secure method for accessing MR8300 settings, and correctly interpreted the UI elements.
T3 Met No misinformation conf 95%
Technical guidance was accurate: used http://myrouter.local for local access, correctly identified that disabling band steering/separating SSIDs allows legacy devices to connect to 2.4GHz (per universal_legacy_device_wifi.md), and correctly stated that the same password can be used for both bands.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general direction but lost clarity during login phase (confusing Google password prompt with router login), causing customer confusion and repeated attempts.
C2 Met Confirmed understanding conf 90%
Agent used plain language, confirmed understanding at key points, and adapted pacing to customer’s slower navigation through UI.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, performed all actions directly with customer, and did not transfer or defer responsibility.
O2 Met Proactive follow-through conf 90%
Agent gave clear next steps: reconnect to new SSID, test internet access, then proceed with device pairing—steps were completed and verified.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this configuration issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite but did not acknowledge customer frustration or effort; empathy was procedural rather than personalized.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, paused during silence, and checked in frequently to maintain engagement.
X3 Partially Met Overall experience conf 70%
Agent could have reduced effort by explaining that disabling band steering alone separates bands—instead required full SSID rename, adding unnecessary complexity.
Call Transcript32 turns · 36 lines
Speaker 1
This message has been transcribed. One moment while I notify the caller. Hello? Hi. I'm trying to figure out how to change the megahertz or the gigahertz on my [silence]
06:00
Speaker 2
tank you for calling Linksys this is appy how can i help you thank you for calling Lanxus this is appy how can i help you
06:00
Speaker 1
I'm routers so that I can hook a pool light up because it has to be 2.4 and we're at 5. 5 gigahertz. And I went into wifi settings and I can't find any way to look at changing it between the two. Because one thing tells me, change it temporarily to 2.4, pair the device and then change it back to 5. But I can't, I can't get in there and I can't figure it out. I've got the app. I'm hooked up to the app, but I can't see it. Okay. Well, I, let me get to something here. Um, I want to change my,
07:00
Speaker 2
Oh, I see. Okay. So you wanted to. Yes. Yes. Actually, ma'am, you won't be if you won't have an option on the app for that. Uh, you need to access the router settings, enable for you to change or separate them. The wifi name or the wifi band. Okay. So, um, let.
07:00
Speaker 1
[silence] you in here. [silence] Carmen, C-A-R-M-E-N G-A-R-D G-A-R M-E-N clearing allmenu@gmail.com Model number is MR8300.
08:00
Speaker 2
Yes. Yep. Yes. Before we'll proceed Ma'am, can I have your name, so I would be able to create a record? Yep. Last name? And what about your email address? Okay. and a e-mail address. Okay. Can I have the model number and the serial number of your Linksys device, please? Just try to look underneath it. Mhm. The Serial number.
08:00
Speaker 1
29 V 10 M 25 A 16376. Yeah. Midco. Midco MIDCO Okay. I do have a computer available. I can go get on it. Okay. So what do I. Let me get it turned on here. I don't know what you're asking there. You mean you... I have one router, one router. Yeah. Uh, let's see. Yeah, it's booting up. Oh, probably a long time. I can't. [silence]
09:00
Speaker 2
so we can access the router settings. Yes, just let me know if it's ready. How many nodes- How many links does nodes you have in total? How many links of device you have? I just- Just one, okay. How long have you been using this device, ma'am? Okay, is it ready? Okay. Uh, let me just ask, are you connected wirelessly to your network right now using that computer?
10:00
Speaker 1
[silence] OK. OK. And then. And then log in. OK. Keep your key. Keep your Wi-Fi handy as the screen that came up. [silence]
12:00
Speaker 2
Okay, all right. Let's just open Google Chrome. Do you have Google Chrome installed? Okay, on the address bar, type in http://my router.local. Yes. Just hit enter. Do you see the picture of Toofan?
12:00
Speaker 1
of what? Yep. Yep. Click on the image. Okay. Now, I've got Linksys Smart Wi-Fi and it's coming up. Waiting. There we go. Wait, recovery key. Oh, Okay. 12345 is what came up. Oh, that's an example. You want it on the road. Yeah. Yeah. I got the picture here. 50916. Okay. Then submit. Choose a password that is secure and easy.
13:00
Speaker 2
do you see the two the picture of the the two phones? [silence] the image of phone. Okay, just click on it now. [silence] Yes, clicking the image. [silence] is it asking for? Okay. [silence] yeah, is it asking for a router password? [silence] Yes, just type in the recovery key. It's underneath the router. You would be able to see it underneath the router. [silence] Uh no, that's not the one. It's yeah, that's just a sample. Yes, that's correct. [silence]
13:00
Speaker 1
memory, so I need to. password cannot have the same character twice in a row. All right, we'll see if. what's that hint. Oh, I see a hint. Okay. So my username. Is that the name that shows up on the, I don't know if we ever set up a username other than the one that's on the tag on the router itself. I'm not sure. Or, do I just, yeah, now it's save password, but it wants me to enter a username. So, I just create a username, don't I? I'm sorry. Yeah, I did a password and I confirmed the password. Now, it came up with a "This saved password question mark." Uh and there's a blank line for user name and the password is already filled in. So, I must have to, create a user name. Do I just say, no thanks to that? Okay, all right.
14:00
Speaker 2
Okay, I'm sorry, did you already create a new router password and I'm sorry, I lost you there. So, after you type in the recovery key, yes, yes. Oh, I think that's for your, that's for the Google, yes, I'm sorry. That's for your Google manager thing, ma'am. You can just cancel that or you can skip that part and just try to log in to the router setting. No thanks. Yes, because I think that's your Google manager stuff.
15:00
Speaker 1
I'm in the smart wire tool. Yeah. Yeah. Okay. Okay. Click on that. [silence]
16:00
Speaker 2
Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. OK, so you're on the Linksys W-Fi tool. That's good. Now, do you. Do you see there CA down at the bottom right. Just scroll down. Look for that blue text. It's really small. So, down at the bottom right. Do you see there the Ukla privacy policybeside it. Do you see CA? All right. Just click on CA. OK. And then on the left panel, on the left side, look for Wi-Fi settings. Yes. Click on it. OK. And that is where it's going to be located at. Wi-Fi settings. Yes. You've got that on the left side inside the app. Great. Yes. Yes, I've. I've got it. Wi-Fi settings. Now click on your network. That's that's, that's the one. Just click on the one that you see. That's the one that you're connected to. Just click on it. Now you're going to see network settings. Now what you've got to do is click onto Wi-Fi password. That's right. Click on Wi-Fi password. Uh, and then type in a new one. Thank you.
16:00
Speaker 1
And it says band steering. It has one box that's 2.4 gigahertz band that's on. and then below it is a 5 gigahertz band that is also on. I did. and it came up band steering and then it gives me a 2.4 and a 5. Do I have to turn the band steering off so that it will only be the one I have on the gigahertz I have on? It looks like it looks like they're on. It came to band.
17:00
Speaker 2
did you go to why five setting below troubleshooting no I'm sorry. That's not the options that you should be seeing. Um yes. Yes. Do you see those options like device list, guest access on the left side.
17:00
Speaker 1
I'm going to cancel out of this a minute. It's router settings, connectivity, troubleshooting, Wi-Fi settings and security. And that brings me to this screen that says band steering. There's four tabs actually. I'm waiting to get back in it. It's still working to get opened up again. It has wireless, Mac filtering, Wi-Fi protected setup and advanced. And the first one that it's on wireless. And what my screen is showing me is band steering, colon. And there's a black there's a circle that is selected that says five gigahertz band steering or there's an option for or there's an option for For individual networks. Yes, they both are on. two point four and five are both on. I have to. No, there isn't. I'm going to try turning off five. They both have the same name. They both have our Wi-Fi name, Fast Penguin. There isn't a Fast Penguin one or a Fast Penguin two. They're both the same Wi-Fi name, if that makes any difference.
18:00
Speaker 2
Okay, and is that, is it both enabled? Okay, is there an option for you there to change the WiFi name? If you click on show more, is, is there an option show more? Okay, yeah, if, is, um, can you change the WiFi name there as well as the WiFi password from that same page? [silence]
19:00
Speaker 1
so I'm gonna change one of them to fastparrot 2 and the other one they both have the same password so do I need to change the password on the next one okay apply okay I have that okay I'm just taking a picture of my I have taken a picture of the screen apply
20:00
Speaker 2
Yes. Actually, yeah, you can actually, you can actually use the same Wi-Fi password for both bands. So just change the name. Yes. So you would be able to identify which is the 2.4 and which is the 5 gigahertz. Okay, so just you may actually, you may take a picture of the settings in case you happen to forget. So just for you to have Okay. And then, yep, you make click apply and then OK. [silence] And [silence] then you may save the settings.
20:00
Speaker 1
Okay. You're updating Wi-Fi settings. And it's just telling me, do you want to continue? It's got the new name of the one Wi-Fi and the old name on the one, so yeah. Okay. Applying. Your router is applying changes. The action you performed might cause devices to temporarily lose connectivity. Please wait until the operation is completed. Okay. How will I know when it's completed? And how will I know when it's done? Where am I looking for that information? [silence]
21:00
Speaker 2
[silence] [silence] Yeah. Yeah. Just continue. uh-huh. [silence] Yes ma'am. We change. We have made changes. [silence] Yeah. So it will show you router not found, so you need to reconnect. So just look for the Wi-Fi icon, check if you see your network, your new network and just try to connect to that. Do you see the Wi-Fi, the wireless icon at the bottom right-hand? [silence]
21:00
Speaker 1
s. Yes. Okay. I It does show the new network and I'm connected to old one. So I come back to that one. I want to connect, disconnect the old one and then click on the new one or just OK. OK, this. OK. Enter network's security key. OK.
22:00
Speaker 2
Is your laptop running on Windows? Yes, so just click on the Wi-Fi icon and see if it shows now the new network. Yes, so just select it. Yes ma'am. And then just put in the password. Yes ma'am. You can just select the the new one and connect to it. That's your Wi-Fi password.
22:00
Speaker 1
Okay. it says I am connected to my new, the one I renamed, and that's the one I'm on, the 2.4 gigahertz. so it's, yeah, let me just do a refresh of the Linksys smart Wi-Fi deal. it does show that I'm connected at bottom button. let's wait and see if it'll go to Linksys. yep, we're back at Linksys and we're back at that screen. Okay. Okay. I'm just going to a, uh, banking thing that I have a shortcut to and it went,
23:00
Speaker 2
Okay. Yes. So try to check first if you're able to go online using that network. [silence] Just open up a new tab, then, uh try to access any website. You may go to, uh, Facebook or YouTube or CNN.com.
23:00
Speaker 1
It, it did open it. I'm not gonna sign into it, but it did. And I'm trying another one. Shortcuts. It's there, too. All right. So, now I should be able to go out and connect to this device that needed the 2.4 gigahertz. And then I can come back in here and do exactly what we just did, but connect back to my original one. Uh-huh. Okay. Sounds perfect. Wonderful. Nope. I'm gonna go right out and try to hook my light up. Perfect. Thank you so much for your help.
24:00
Speaker 2
okay very good that's good same Karaman okay yeah you can either connect to the two point four or the five gigahertz cuz this is a dual band router so it should broadcast two networks at the same time so yeah this is actually a try yeah so will there be anything else ma'am okay alright so all you have to do is to select your network and put it in the password
24:00
Speaker 1
Have a good day. Yep. Okay. Thank you. You too. Bye
25:00
Speaker 2
Thank you so much for your time. This is by the way, for more information, please visit our website, support.AA.com and you may use your phone number, if ever you need to call us back in the future. This is EPP from Linksys, thank you again for calling, have a great day, take care. Bye.
25:00