V2 Rubric Detail — 17780012-7587-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 19:57
Duration
7m 31s
Contact
Linda Ahlberg
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135533
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1100_Wants to change wifi password

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.3/5

V2 Rubric Scores

Resolution2.50/5
Technical2.19/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall59.4% (-26.6)

V2 Grader Summary

The agent successfully guided the customer past a browser security warning to enable a guest network, but failed to verify if the primary UI access issue was fully resolved. Technical accuracy was compromised by providing invalid URL descriptions ('link to smart Wi-Fi', 'visit the guest') which contradict the authoritative KB URLs. The interaction was owned, but lacked rigorous technical verification.

V1 Case Analysis

Customer unable to access router admin page due to browser security warning. Guided through clicking Advanced, proceeding, and completing the setup wizard (ISP, admin password, guest network). Issue resolved.

Troubleshooting Steps
  • Instructed customer to click Advanced on the browser security warning and proceed to the router UI.
  • Walked through the router’s setup wizard (ISP selection, admin password entry).
  • Configured guest network and night mode settings as part of the wizard.
Key Observations
  • Agent provided the correct workaround for the browser security warning (click Advanced → Continue).
  • Agent did not explicitly verify that the customer could see the router’s dashboard after completing the wizard.
  • No model or serial number was collected, but the issue was a generic UI access problem that did not require it.
Positive Highlights
  • Accurate guidance on bypassing the HTTPS warning.
  • Clear step‑by‑step walkthrough of the router’s initial setup wizard.
  • Used the correct local URL (myrouter.info) for SPNM‑type devices.
Agent Errors / Gaps
  • Did not ask the customer to confirm successful login after completing the setup steps.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer says 'I think we got it done' after enabling guest network, but agent never confirms main issue (accessing router UI) was resolved — the guest setup was a secondary task. The initial problem (browser security warning blocking access) was worked around but not verified as fully resolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guides through the security warning and login, but does not confirm whether the customer successfully accessed the admin dashboard before moving to guest network setup. Troubleshooting is incomplete — no verification that the core access issue was overcome.
R3 Partially Met Correct resolution path conf 80%
Agent directs customer to 192.168.1.1, but KB specifies that SPNM series (which later appears in transcript via 'myrouter.info') should use http://myrouter.info. Using the generic IP may not work on all models, indicating suboptimal path selection.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies the browser security warning correctly but does not ask diagnostic questions about the device, browser, or network environment. No attempt to determine if this is a common issue or isolate variables.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (remote session, logs) were needed or available; agent used correct KB-based guidance for local web interface access, which was appropriate for the scenario.
T3 Not Met No misinformation conf 95%
Agent instructs customer to visit 'link to smart Wi-Fi' and later says 'visit the guest' — neither is a valid URL. KB specifies https://linksyssmartwifi.com for remote access and myrouter.info for SPNM models. Misleading URLs constitute materially incorrect information.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintains basic control but does not set expectations at start, has multiple silences, and transitions abruptly into guest setup without confirming resolution of initial access issue.
C2 Met Confirmed understanding conf 85%
Agent uses simple language, confirms actions ('yes, yes'), and adapts to customer’s pace, avoiding technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case from start to finish, does not transfer, and completes the interaction with follow-up instructions.
O2 Partially Met Proactive follow-through conf 80%
Agent tells customer to 'visit myrouter.info' for advanced settings, but does not clarify that this is optional or explain when it would be needed. Timeline and ownership of next steps are vague.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent is polite and says 'you're welcome' twice, but does not acknowledge customer’s frustration with the security warning or repeated disconnection. Minimal empathy shown beyond scripted responses.
X2 Met Tone & rapport conf 85%
Agent matches customer’s conversational pace, uses affirmations ('okay, yes'), and keeps the customer engaged throughout.
X3 Partially Met Overall experience conf 80%
Agent skips confirming resolution of the primary issue (UI access) and moves directly to guest network setup, potentially adding unnecessary steps if the customer only wanted to access settings.
Call Transcript16 turns · 16 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, ma'am. Hi, maam. our call got disconnected. That's why I'm calling you back right now. Okay. So, um let's continue. On that um page right now, is there an option like um show details? [silence] Okay. 1 92.168.1.1 Yes. Uh-hm. After you click on show details, um they have their like, um now option for advance like continue. [silence] Please
00:00
Speaker 2
Oh, hi. Yeah. Hello. I'm sorry. Yes. Okay. So, let me go, let me go again. You want me to go 192.168.1.1. That's the one. 1.1. Oh, okay, let's see what goes on here. Yeah, I can't get past this connection. It shows details. It came at connection is not private. Yeah. Yeah.
00:00
Speaker 1
click on show details ma'am yeah visit the website no ma'am that's just a browser security we're accessing actually the you um this uh web page of the router the settings of the router so after you click on um visit this website [ silence ] it will prompt you just click [ silence ] advanced yeah advanced and then after that you can skip the first question it's required so just proceed on the next question [ silence ] what your internet service provider a yeah hop um [ silence ] open thatyeah just choose that one and then proceed [ silence ] are you current ISP [ silence ] then put your password
01:00
Speaker 2
Sure. No, this is go back. I just read that. That's all I get. Let's see over here. Manage extensions. Yeah. No, visit the website. To learn more, you can view the certificate. If you can understand the risk involved, you can visit this website. Okay. Do I need to worry about these risks involved? Yes. Yes. I'm asking it to visit, but it's, so far it's not letting, so far it's not letting me go there. Uh, oh, okay, I got it, I got it.
01:00
Speaker 1
what's on the screen? type the password, the ones underneath the router. yes. [silence] thank you. thanks. [silence]
02:00
Speaker 2
[KEEP_UNCERTAIN] Checking for Internet, I got it. Okay, I got it. Enter your router's password to proceed. Okay, so I'm going to enter my password right now. [silence] Yeah. Okay, so I'm going to put the password in because it says enter your router's password to proceed. [silence] Okay. Next. Okay. That's good. Next. Okay, guest password now. [silence]
02:00
Speaker 1
Okay. Okay. Yes. So, so what's on the screen right now? We are not on the, on link to Linksys Smart Wi-Fi. Okay. Hold on. under guest network, does it show you turn on or off? Mhm. Mhm. Mhm. Mhm. Yes, yes. Everyone, if you have a guest, you can just tap in there. That's the name and then that's the.
03:00
Speaker 2
All right, so now it says guest password. Turn on guest network to create a separate Wi-Fi network for guests to maintain the privacy of your main network. How do you turn on the guest network? It says guest network and then it says I don't know next. Night mode? No, back. No. I see, there's like a okay, so I see it now. Okay, guest network. I clicked. I clicked on it. So now. So now, I will need to enable that anytime a guest needs to use my network. Is that correct? So I will need to go in
03:00
Speaker 1
Password. I'm Nam. Once your guest will visit your house, they're just going to open their Wi-Fi and they can see there the guest network. Okay, after you enable guest network, just click on next. Then just turn off night mode. Just like that. No need to enable, ma'am. Just leave it to disable. Yes.
04:00
Speaker 2
So it doesn't come up automatically, I have to go in and do this? Oh, I see. I got you. I got you. Yes. Ah-huh. Next. Night mode, do I need to enable that? No. Oh, yes. Network turn off node lights automatically from 8:00 to 8:00. Nope, I don't need that. Okay. Saving. Because that that just turns off the lights on the on the router. From 8:00 to 8:00. [silence] So I don't necessarily need to.
04:00
Speaker 1
Okay, so did you take note what's the guest what's on the screen right now?
05:00
Speaker 2
okay, all right, I'm saving the changes now, hopefully that's it, all right, because it's ready, to configure your advanced... to configure your advanced settings, visit my router.info on the best computer, okay, no, sorry, uh-huh, to configure advanced settings, do I have to configure any settings,
05:00
Speaker 1
Uh, visit the guest. OK. Then, then, then try to connect using your guest not work. OK, good. Right? So, if anyone come to visit your house and you don't want them to connect to the main network, you can use this guest network. OK. OK, so, is there anything else, ma'am? You're welcome. You're welcome, ma'am. So, if you need assist again in the future, just give us a call. And I already updated the warranty status of your device based on the receipt that you provided.
06:00
Speaker 2
I see it says desk. Yeah. Yes, it's connected. Okay. Yes. Perfect. Perfect. I think we got it done. Thank you so much for all your help.
06:00
Speaker 1
and you may also to, um, you should also visit our website support.linksys.com for updates. So, thank you for calling Linksys, ma'am. This is Carla. Goodbye for now. You're welcome, ma'am. Goodbye.
07:00
Speaker 2
Perfect. Okay. I appreciate that. All right, father. Bye bye. Thank you.
07:00