V2 Rubric Detail — 20e5d7ba-6e10-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-22 07:58
Duration
14m 52s
Contact
Pranav Bhatt
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134186
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to separated the bands

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall91.7% (+31.7)

V2 Grader Summary

The agent successfully resolved the customer's request to separate 2.4 GHz and 5 GHz bands by guiding them through the web interface. However, the agent made a technically inaccurate assumption about the default admin password for an SPNM60/62 device with Community Fiber, stating it was the Wi-Fi password without confirming internet connectivity status — per KB guidance, it should be 'admin' if unconfigured. Despite this, the customer logged in successfully, indicating the error did not derail the resolution. All other indicators were met with strong evidence of ownership, communication, and appropriate tool use.

V1 Case Analysis

Customer wanted to separate 2.4 GHz and 5 GHz Wi-Fi bands on a Linksys Cognitive Mesh system (serial 2BE39145). Agent instructed accessing http://myrouter.local, logging in with the default Wi-Fi password, and renaming the 2.4 GHz SSID. Customer confirmed seeing both bands on phone but experienced laptop connectivity issues. Call closed without confirming resolution on the primary device.

Troubleshooting Steps
  • Verified serial number and customer identity.
  • Instructed customer to access router UI via http://myrouter.local.
  • Guided customer to Wi-Fi Settings and rename the 2.4 GHz SSID to differentiate it from the 5 GHz band.
  • Explained recommended band usage for different device types (5 GHz for laptops, 2.4 GHz for IoT devices).
  • Mentioned guest network as an alternative for guest access.
Key Observations
  • Agent used the correct URL (myrouter.local) and default admin password (Wi-Fi password on label) for SPNM6-series Cognitive Mesh devices, per spnm_wireless_ui_guide.md and universal_password_login.md.
  • Customer experienced a "router not found" error after saving SSID changes, suggesting a potential configuration or connectivity issue.
  • Agent incorrectly implied full band separation was possible, whereas SPNM6-series devices only support SSID differentiation under "Incredible-WiFi" mode (per spnm_wireless_ui_guide.md).
  • Customer confirmed their phone detected both networks, but the laptop (primary device) remained disconnected, leaving resolution unverified.
  • Agent did not check firmware version, which can impact Wi-Fi configuration stability on SPNM6 devices.
Positive Highlights
  • Correctly identified the need to access the web UI and used the proper URL (myrouter.local) for SPNM6-series devices (per spnm_wireless_ui_guide.md).
  • Provided accurate default admin password guidance — using the Wi-Fi password printed on the device label (per universal_password_login.md).
  • Gave appropriate band usage recommendations: 5 GHz for high-speed devices (laptops), 2.4 GHz for IoT/smart devices.
  • Mentioned guest network functionality as a secure option for external users, adding value beyond the original request.
  • Maintained a polite and patient tone throughout the call.
Agent Errors / Gaps
  • Incorrectly stated that bands can be "separated" on a Cognitive Mesh system (SPNM6 series). The KB (spnm_wireless_ui_guide.md) confirms only SSID differentiation is supported, not full band separation.
  • Failed to verify that the SSID change was successfully applied and persistent after the "router not found" error at [09:00].
  • Did not confirm that the customer's laptop (primary device) could reconnect to the network after changes, leaving resolution unverified.
  • Did not guide the customer to check the parent node status or reboot if connectivity was lost post-configuration.
  • Did not mention firmware updates, which could resolve instability in Wi-Fi settings on SPNM6 devices.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirms band separation was successful and customer accepts the outcome without further issues.
R2 Met Diagnostic thoroughness conf 95%
Agent guides customer through logging in via myrouter.local, navigating to Wi-Fi settings, and renaming SSIDs to separate bands.
R3 Met Correct resolution path conf 95%
Issue is a configuration request; agent correctly uses web UI for resolution without unnecessary escalation or hardware suggestion.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identifies need for band separation but does not confirm current SSID names, security mode, or whether band steering is active before proceeding.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately uses the router’s web interface (myrouter.local) — the correct tool for configuration changes.
T3 Partially Met No misinformation conf 90%
Agent incorrectly states default admin password is the Wi-Fi password on the label; customer has Community Fiber ISP and SPNM60/62 device, where default is 'admin' when unconfigured — but agent assumes it's the Wi-Fi password without verifying internet status.
Communication
C1 Met Clear & professional language conf 90%
Agent opens call professionally, collects required info, maintains control, and guides interaction to closure.
C2 Met Confirmed understanding conf 85%
Agent uses accessible language, checks understanding, and adapts to customer’s pace and device feedback.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case end-to-end, performs all steps, and does not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Agent provides clear next steps (login, change SSID, reconnect devices) and confirms resolution; no follow-up needed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this configuration task.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expresses gratitude, acknowledges patience, and maintains courteous tone throughout.
X2 Met Tone & rapport conf 85%
Agent adjusts based on customer feedback (e.g., phone shows both bands) and keeps customer engaged.
X3 Met Overall experience conf 90%
Agent avoids unnecessary repetition, performs actions via guidance, and minimizes customer effort.
Call Transcript28 turns · 28 lines
Speaker 1
Hi I was just trying to figure out how to connect my Wi-Fi to like two different like two separate gigahurt. Okay. Uh there's two like routes which one like the main one? It's 65n 10m
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. My name is Josh. How may I assist you today? Uh-huh. Yes. And before we proceed, may I have the serial number of this Linksys router of yours? Yes, ma'am. The main node. The one that is plugged into your modem. Mhm. [silence]
00:00
Speaker 1
2 B.E. 39145 Yeah. Yes, that's correct. Um that is her but wait, would you like the name that this is connected to? Or mine? Because Pranav Bat, P-R-A-N-A-V and then uh last name B-H-A-T-T. P-R-A-N-A-V S. B-H-A-T-T.
01:00
Speaker 2
Thank you so much for that one, ma'am. Let me verify again the serial number. So, it's 65 and for Nancy, 10 and for Mike, Cube. B for Bravo, E for echo, 39145. Is that correct? Thank you so much for confirming. And may I have your first and last name? Uh, either of the two would be fine, ma'am. Thank you so much for that one, ma'am, and I also have your email address.
01:00
Speaker 1
At the rate yahoo.com the yahoo.co.in. [silence] Yeah. Yeah. [silence] A and then TT like Tango Tango Yahoo.co.in. I am [silence]
02:00
Speaker 2
So just to confirm, ma'am, your email address is pRANAV S. PsBakreotel.com. . .uh minus .com. .yahoo.co.uk. Is that correct? [silence] And, and then, atyahoo.co.uk. Is that correct, ma'am? [silence] Add that in. All right. Sorry for that one, ma'am. [silence] All right, and last thing, ma'am, who's your internet service provider? Is that Community Fiber, . . .
02:00
Speaker 1
Yes, CommunityFiber. Yes. I have a laptop, not a computer. Uh one second. I need to get my laptop. Okay.
03:00
Speaker 2
Come in, Cambridge and are you calling us from the UK? Uhm. Alright, so going back to the issue, ma'am and thank you so much again for the information. So, do you have a computer that can be, sorry, do you have a computer that is currently connected to this mesh network? Yeah, that's actually helpful. So, on your laptop, kindly open a browser and type in, like, in the address bar, HTTP colon forward slash forward slash myy F. Oh. No, oh no worries, just let me know once you're ready. Thank you.
03:00
Speaker 1
Yeah, I got it open. HTTP. Got it. Slash. No, router. Dot. L O C A l.
05:00
Speaker 2
All right. So on your laptop again, ma'am. And like on the address bar. Kindly type in http://. Hello, ma'am. Have you already typed in http://:? And then forward slash myrouter.local. All right. So on the address bar. Uh you should be typed in http://. [silence]
05:00
Speaker 1
If something is wrong, just shut it up. The phone image, yeah. Yeah. Okay.
06:00
Speaker 2
all right so http myr outer dot local and then press enter man. all right so let me know what your page that you are currently on right now like. all right so on that screen kindly click the phone images. Yes man. and we should be redirected to a page asking for our Wi-Fi password. Okay great, so by default, the router password is the one labeled underneath the device, which is the default wi-fi password. so kindly take your time ma'am and just let me know once you're logged in.
06:00
Speaker 1
Yeah, I'm logged in. Yeah, my TV, like certain games are requiring that I have 5g gigahertz. So I thought that would be the best way. I'm not sure if that's, Okay. Yeah. Yeah, I clicked it.
07:00
Speaker 2
That's great to know. So, just to confirm, ma'am, you want to separate the 2.4 and 5 GHz, correct? Uh-huh. The thing is, by default, the 2.4 and 5 GHz band on this node or system are merged into one, since, again, your devices use mesh technology. However, we, we can just separate the band. So, before we can separate the band, on the web user interface, kindly click C, like Charlie alpha, and it can be found on the bottom right corner. All right, kindly click the, um,
07:00
Speaker 1
Community fiber 10 GB 85 either 90. Yeah, okay. [silence]
08:00
Speaker 2
thank you so much. and then now click on the WiFi settings or WiFi settings tab. Okay, so once you're on the WiFi settings tab, ma'am, to separate band, all you have to do is like change the either of the networks, like the name. However, I would recommend changing the 2.4 instead. So, by the way, on that screen, ma'am, what's the WiFi name of the 2.4? All right, for that one, you can actually just uh extend the name and enter 2.4 or underscore 2.4, so that you can tell like on your devices to which is the 2.4 and 5 GHz. So, after you enter or like uh input the 2.4 on the 2.4 band, uh all you have to [silence] [silence]
08:00
Speaker 1
like it says your updating so yes. I can see okay. now it says router not found.
09:00
Speaker 2
Vircy
09:00
Speaker 1
Wi-Fi settings. How many notes? Electric devices. Yes, I have two. Yes. [silence]
10:00
Speaker 2
By the way, man, I know again, how many nodes do you have? Oh yeah, how many links device do you have? Just to confirm you're only have two. Uh, links to the devices may add it's device that you currently have. Like those white towers. You have to. All right. Thanks so much for confirming.
10:00
Speaker 1
Is one of them a booster? I'm not really sure. One of them is the main one, I don't know what the second one is. uh, my laptop is is not responding to turn it off the button, but let me try my phone. yeah, my phone is showing the 2.4 and 5 G options, yeah.
11:00
Speaker 2
ah yes ma'am you are absolutely correct so one is the parent or the main node and one is the child node and acts as a wireless repeater or wireless booster so but so on your laptop ma'am or on your devices like phones or tvs and they already detect the new name of the 2.4 new name excellent and
11:00
Speaker 1
Yes. On my laptop, should I use the 2.4 or the 5? Okay. Yeah.
12:00
Speaker 2
Ah, on your laptop, you may try to turn off and on its Wi-Fi, ma'am. And however, rest assured that we have successfully renamed or separated the bands. For your laptop or, uh, sorry, for your laptop and phones, ma'am, I would recommend always using the 5 highlights, uh, uh, much faster than the 2.4. However, for your smart devices like, uh, smart doors or smart bells or like smart TVs, uh, they can use the 2.4. However, since we just separated the bands, uh, moving forward, you can already manually connect your devices to which network you would like them to connect, okay? Unlike the previous one where they will automatically connect either to the 2.4 or 5 gigahertz.
12:00
Speaker 1
no, I think that's it. Um, so the Wi-Fi should now like 5 gigahertz should be faster, but like let's say like only like based on my Wi-Fi if is that a, is that like a limit? Like if too many people are using it, would it become slow?
13:00
Speaker 2
So, that should do it, ma'am. We're assured, again, that we have successfully separated events. And thank you so much for your patience and cooperation for this one. So, is there anything else? Or do you have other questions regarding with our products? Got it. What about, mmhmm. Oh, yeah. Is there, mmhmm, a 5G? No, ma'am. Actually, this device of yours can cover or it is able to handle up to 40 plus devices. However, like, yeah, if you want some of your, like, colleagues or friends to be connected either of the network, you can just tell them or you can just let them connect to the 2.4. However, like, if you don't want your main network to be accessed, you can actually like enable the Guest network. Uh, yes, ma'am. So, for the next thing, like,**[silence]** you're actually able to, like, control.
13:00
Speaker 1
Oh, okay. Okay. That should be fine. Uh, I I don't think I need to do that. Thank you so much. Thank you.
14:00
Speaker 2
The guest feature instead. Yeah, so that's it. Yeah, accessing or enabling the guest network is much safer or more secure since all devices connected to that guest network won't be able to access the web user interface. And yeah, they won't be able to access the main network. Yeah, know no worries, ma'am. If you need further assistance in the future, just feel free to give us a call. And we're assured that we are always happy here to assist you. You're most welcome, ma'am. And again, thank you so much for calling Linx, ma'am. You have a great day.
14:00