V2 Rubric Detail — 1c6208de-73d4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 16:03
Duration
22m 57s
Contact
Cameroon Webne
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135179
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: setup LN3101

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall79.7% (+15.7)

V2 Grader Summary

The agent successfully resolved the issue by correctly identifying that the E-Series router requires web browser management instead of the app, as per the universal_app_transition_notice.md. Technical guidance provided (URL 192.168.1.1 and default password 'admin') was accurate and consistent with the KB. While the diagnostic flow was somewhat disorganized and communication could have been better adapted to the customer’s confusion, ownership was maintained and the customer confirmed a successful setup.

V1 Case Analysis

Customer could not locate router in Linksys app. Guided to use local web UI (192.168.1.1) with default admin password, set SSID and Wi-Fi password, and connect to new network. Issue resolved.

Troubleshooting Steps
  • Confirmed router model (E5450) and serial number.
  • Advised customer to connect to default Wi-Fi and access router via http://192.168.1.1.
  • Provided default admin password ('admin') and guided through setup wizard.
  • Assisted customer in locating wireless security settings to set Wi-Fi password.
Key Observations
  • Agent initially misidentified the router model as 'L-31-1' before correcting to E5450.
  • Agent incorrectly stated that E Series routers cannot be set up via the Linksys app, which contradicts the KB.
  • Agent correctly guided the customer to use the local web interface (192.168.1.1) and default admin password ('admin').
  • Customer successfully configured the Wi-Fi name and password and connected to the new network.
  • Call flow was reactive, with the agent waiting for the customer to report progress rather than proactively guiding steps.
Positive Highlights
  • Provided the correct local access URL (http://192.168.1.1) and default admin password ('admin').
  • Successfully guided the customer to locate the wireless security settings and set a Wi-Fi password.
  • Confirmed the customer was able to connect to the new network and validated setup completion.
Agent Errors / Gaps
  • Incorrectly stated at [05:00] that the E Series router 'can only be set up using a different system and not the Linksys app.' This is contradicted by the KB, which indicates that E Series routers can be set up via the app or web UI.
  • Misidentified the router model as 'L-31-1' at [02:00], causing initial confusion.
  • Did not proactively guide the customer through the setup wizard steps, leading to inefficiency.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'All right, perfect. I appreciate it. Yes, that was all I needed.'
R2 Partially Met Diagnostic thoroughness conf 91%
Agent eventually guided to correct path but initially failed to confirm physical setup (modem vs. router-only), asked redundant questions about model after serial lookup, and did not leverage KB to immediately clarify E-Series limitations.
R3 Met Correct resolution path conf 97%
Correctly identified E-Series cannot use app and must use web UI setup, aligning with universal_app_transition_notice.md guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent asked for serial number and ISP but showed confusion about device role (router vs. modem), failed to confirm WAN connection type early, and diagnostic flow was disorganized despite eventual correct outcome.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools required; agent correctly used KB knowledge (web setup for E-Series) and provided correct URL (192.168.1.1) and default password ('admin') without unnecessary tool dependency.
T3 Met No misinformation conf 97%
All technical instructions accurate: default password 'admin', use 192.168.1.1, Wi-Fi naming conventions, band differentiation via suffix, and password creation rules consistent with KB.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic control but lacked clear framing, repeated unclear prompts, and failed to summarize progress or manage transitions smoothly during setup steps.
C2 Partially Met Confirmed understanding conf 86%
Used simple language but did not adapt to customer’s confusion about app vs. browser setup, missed opportunities to confirm understanding when customer struggled to find password fields.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, created a support record, and resolved without transfer or avoidance.
O2 Met Proactive follow-through conf 95%
Clearly instructed to connect to default Wi-Fi, access 192.168.1.1, set SSID/password, and reconnect devices—specific, actionable next steps.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; confirmed first contact with no handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted—issue was within L1 scope and resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 94%
Opened with empathy: 'I'm sorry to hear about that,' remained patient and courteous throughout despite customer confusion.
X2 Partially Met Tone & rapport conf 85%
Maintained steady tone but did not adjust pacing or rephrase when customer repeatedly failed to locate password field, indicating missed adaptation.
X3 Met Overall experience conf 93%
Avoided unnecessary repetition; used customer’s serial number to identify model, gave direct steps without redundant holds or requests.
Call Transcript40 turns · 43 lines
Speaker 1
Hi, I'm trying to set up my new router and it doesn't seem to want to connect to the app even though I'm connected to the wi-fi.
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 1 now. For out of warranty products, paid support. Please have your devices 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. Thank you for calling Linksys. This is eyes. How can I help you? I see. I'm sorry to hear about that. So can I have the serial number of your Linksys Wi-Fi?
00:00
Speaker 1
Sure, it is six, one, W, one, zero, M, two, eight, F, zero, nine, three, five, eight. [silence] Uh, no. There's no S, it's an eight. [silence] No, two, eight, F.
01:00
Speaker 2
Let me verify again the serial number. So it's 6 1 W for whiskey. 1 0 M for Mike. 2S for sigma. F for Fox. 0 9 3 5 8. Is that correct?
01:00
Speaker 1
It was provided for me. I do not know any information about it.
02:00
Speaker 2
All right. So, your Linksys product is model L- and- 31-1. And you mentioned that you just bought this. How many of L-31-1 did you ... you bought? I see. uh, was given to you. Yeah. Uh, um, All right. Um, so it's only one or Linksys right, or this L- and- 31-1 or E- 54 50. [silence]
02:00
Speaker 1
I think it's bottom check that. E 54 50. Okay. First name is Cameron, C A M E R O N. Last name Webbney, W E Bney, B as in boy, N as in Nancy, E. Yes. It's going to be C Webbney, the number's 13@ gmail.com.
03:00
Speaker 2
So this is the only license route you have, right? All right. Okay, I'll create first a record for you, sir. May I have your name? Cameron Webney. All right, thank you, Cameron. And your email address?
03:00
Speaker 1
Axia. Yes, so I've, I've, I have access I've been able to turn on the power and put it in or plug it into the Ethernet port on the wall. It seems to be lighting up in the back and I'm connect uh for the, the Ethernet and I'm connected to its Wi-Fi, but I'm trying to set up the device on the Linksys app and it's not finding the device at all.
04:00
Speaker 2
All right. Thank you. May I know who your internet service provider? All right. So you haven't set this up or you're having uh trying uh you're having difficulties setting it up? [silence] All right. So, uh, when you open the Lynx's app, you cannot find the device. Uh, well, um actually, your Lynx router is an E Series and it can only be, uh, uh set up using a different uh, a system and not the Lynx's app. If you have the Lynx app, the application software, uh, I think that will not work because your, uh, your Lynx router has a different way of setting it up. So, uh, the first thing, uh, you should do is first to connect the router to your.
04:00
Speaker 1
Okay, I didn't I guess, I don't have I don't have a modem. Okay. Yeah, I have I was provided with a router. I was not provided with a modem. The only device I was provided with was the router with the serial number I provided you.
06:00
Speaker 2
Internet provider modem. uh, AXIA, right? Okay. So you already connected that. And you don't have a modem. Uh, the modem it's the one that is provided to you by your internet provider, the AXIA. And the router provided to you uh is the Linksys router or is another router from AXIA? Okay.
06:00
Speaker 1
Yes. Uh, so I've, it, It, it. So what I did to get internet was I plugged it in to the, uh, the, I plugged it into an ethernet port on the router. So the router, the router the router is plugged in via ethernet cord to a wall outlet. It's it's powered through a wall outlet and it's plugged in. [silence]
07:00
Speaker 2
Hi, how do you able to connect to your net if you cannot plug in your router to an internet box?
07:00
Speaker 1
here are my router is connected to an ethernet port that's on the wall, there's no modem. the wi-fi is connected to my phone what's going on?
08:00
Speaker 2
All right. Okay. That's fine. So long as that's the Internet provider you have, so your router is connected then. So, once you connect your router to your Internet provider, you need to connect your computer or your mobile phone to the default Wi-Fi name of your router. The default Wi-Fi name of your router is located at the bottom of it on its product label. So, you need to connect first on that Wi-Fi name of your router using a computer or a phone. Okay. That's good. Now, once you're connected, you need to open a browser.
08:00
Speaker 1
All right. All right. Then it's asking for a password. Which password would that be? It's the router password. All right. I'm on the. All right. OK. All right. So click yes and then cancel. So just mark it and then you can. So just go ahead and, and delete it. You know, yeah, make sure you're still on the. All right. Yes. Go ahead and delete it. Ah, delete.
09:00
Speaker 2
And then type in the address bar 192.168.1.1. And that will prompt the set up wizard. So that is uh how you set up your router on it's not through the linksys app, but uh through that set up wizard. Uh is it asking for a router password? okay, then you type in admin, because that is the default router password of your Linksys router. small letters, A for apple, D for David, M for Mike, I for ink N for nancy, admin.
09:00
Speaker 1
links this set up. website. I can. let's see. I can set up the... I can change the router name. I am trying to find the password but I cannot find it. Security.
10:00
Speaker 2
all right it's it should uh the setup wizard should have an instruction guide on what uh step you should uh do i think it will ask you to create a wi-fi name and password for both bands [silence]
10:00
Speaker 1
Yes, I have the I can.
11:00
Speaker 2
okay, uh, it will ask you to create a Wi-Fi name for your 2.4 and 5 gigahertz band. So you need to create a Wi-Fi name, Okay? And then, a password, uh, it's also on your own discretion what password you want to use. Just make sure it's case sensitive. It should have at least eight to 63 characters, depending on the requirements of the set up wizard. And the password for your 2.4 and 5 gigahertz, uh, could be the same. But the Wi-Fi name on your 2.4 and 5 gigahertz, to make them separate, you have to add at least its suffix.
11:00
Speaker 1
That's fine. Um, on. So I can save the network name, um, but from the, uh, I guess please wait. [silence] Okay, so we.
12:00
Speaker 2
name WiFi name but add at least a number. For 2.4, add two. For for the five gigahertz, add five so that you can differentiate the bands for each WiFi name. Okay, after that, you will be asked for a router password. So you will need to create another router password because the previous router password you used was the default, which is admin. And you will be asked to create a new router password. [silence] Mm-hmm.
12:00
Speaker 1
Changed the name of it, but I haven't found where to adjust the password.
13:00
Speaker 2
Can you scroll below? There's nothing on the page, only the Wi-Fi name.
13:00
Speaker 1
[silence] and then I can change the network name for both of those. It does not show me where I can update the password. [silence] I have to reconnect to the new wifi name. [silence] No, it just has channel width and channel for both of these. [silence]
14:00
Speaker 2
So can you go to the security tap if you can see the security tap? Because usually the WiFI password is below the WiFI name.
14:00
Speaker 1
I am memo for, yes um S C W gee 16.
15:00
Speaker 2
um, on the, on the page, can you see
15:00
Speaker 1
yes, I'm on the I'm on that page. [silence] yeah. So from the page you took me, I see the information about both the networks. I do not see anywhere where it says the password or to change the password.
16:00
Speaker 2
wireless network on the system status, can you see Wireless Network? Okay, can you click on Wireless Network? And you see your two bands, 2.4 and 5 gigahertz, uh, so an option, um, you can click on the tab if you can see your So you're only seeing your band's WiFi name.
16:00
Speaker 1
Yes, we, we. Yes. Okay. All right. Okay. Yes, Yes, the passcodes are on the Oh, yeah, I see that. Yes.
17:00
Speaker 2
- [The censored] right side of the screen, there's selection under options, click on Wi-Fi. And once you click on Wi-Fi, click on [Wi-Fi protected], setup, I mean the wireless security, wireless security. Once you click that, wireless security, you can see your password or passphrase. You see it now? Okay, just click on the tab and then you can make the changes on the password. And as I've mentioned before, you can use the same password for the 2.4 and 5 gigahertz. Just make sure that the Wi-Fi name for each ban should have an. You can also use the same Wi-Fi name, but just add a number for each ban so that you can differentiate.
18:00
Speaker 1
All right. Is there anything else I need to do to set up the Wi-Fi, or now that I've changed the name and password, it should be working.
19:00
Speaker 2
Craig. Okay? I have to make sure to save the changes. Okay? Once you make the changes, you would need to go back to your mobile phone's Wi-Fi settings because you have created a new Wi-Fi name. So, you need to connect your mobile phone to the new Wi-Fi name you created.
19:00
Speaker 1
I'm currently trying to connect. There we go. All right, it's connected. Go back to what? I liek like I like it when you step on my face heavily
20:00
Speaker 2
connected to the new wifi name, go back to the Linksys setup wizard. [silence] Go back to the setup wizard, the one that choose your router settings, and see if there's anything you need to Edit on your router setting if there's not then you can try to log back your log out from that but make sure to check if you can go back to the system or to your router settings go to the configuration tab and check on your wireless setting Wi-Fi and take note of your Wi-Fi name and Wi-Fi password And also on the configuration tab, can you click on the administration and then click on password Can you see your router password?
20:00
Speaker 1
Yeah. All right, perfect. I appreciate it. Yes, that was all I needed. Thank you so much. Goodbye.
22:00
Speaker 2
So, just make sure that you take note of your router password because if you want to log into the set up wizard you will need that router password again to log in. Okay? So since you're already connected to your WiFi name, your router is already set up completely. Alright. So that's all. No other concern? You're welcome. It is my pleasure to assist you. And thank you for calling Linksys Support Technical Support. Sorry, and once again this is Rhys. Take care and have a great one. Goodbye.
22:00