V2 Rubric Detail — 2197b3ec-6959-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-16 07:58
Duration
14m 46s
Contact
Luke Lewis
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00133553
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Access router settings

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution5.00/5
Technical2.50/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall86.5% (+22.5)

V2 Grader Summary

The agent resolved the issue by guiding the customer to disable Wi-Fi via the CA page after a password reset. Despite incorrectly directing the customer to use myrouter.local instead of myrouter.info for SPNM devices—a material technical error—the agent recovered by guiding the customer to the CA link, ultimately achieving the desired outcome. The resolution was confirmed by the customer, but the significant inaccuracy in T3 downgrades it from Partially Met to Not Met.

V1 Case Analysis

Customer disabled Wi‑Fi on SPNM55 via myrouter.local after admin password recovery. Issue resolved despite agent errors.

Troubleshooting Steps
  • Verified computer connected to router's Wi‑Fi
  • Instructed to access http://myrouter.local
  • Guided through admin password recovery using router's recovery key
  • Navigated to Wi‑Fi Settings and toggled off 2.4 GHz and 5 GHz bands
  • Applied changes and confirmed Wi‑Fi disabled
Key Observations
  • Agent misidentified router as SPNM60 before correcting to SPNM55, risking incorrect guidance
  • Introduced unsupported CA page step not documented for SPNM series
  • Repeated 'right side' instruction without diagnosing customer's UI navigation issues
  • Long silences and inefficient flow reduced call quality
  • Customer found toggle after clicking 'Show More', not due to agent's instructions
Positive Highlights
  • Provided correct local access URL (myrouter.local) for SPNM series
  • Executed valid admin password recovery using router's recovery key
  • Confirmed Wi‑Fi disablement with customer before closing call
Agent Errors / Gaps
  • Misidentified router model as SPNM60 before confirming SPNM55
  • Introduced CA page - an unsupported step for SPNM series per KB
  • Repeated 'right side' instruction exhaustively without adapting to customer's confusion
  • Failed to capture serial number accurately despite clear customer provision

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'That seems to be working. Excellent. Thank you very much for your help.' Wi-Fi was disabled as requested.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through accessing router, resetting password via recovery key, navigating to Wi-Fi settings, and disabling bands—logical, sequential troubleshooting.
R3 Met Correct resolution path conf 90%
Agent correctly pursued web UI troubleshooting instead of RMA or escalation—appropriate for a configuration issue on an in-warranty SPNM device.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified symptom (can't access settings), asked for serial number, ISP, connection method, and verified network access—targeted diagnostic questions.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent instructed use of **myrouter.local**, but SPNM6x series requires **myrouter.info**—used wrong tool despite model identification; later workaround via CA page succeeded but initial guidance was inaccurate.
T3 Not Met No misinformation conf 90%
Agent provided **myrouter.local** as access URL, which is incorrect for SPNM series (correct is **myrouter.info**)—material inaccuracy contradicted in KB and caused confusion.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control with clear, repeated instructions and managed transitions despite customer confusion; kept call on track.
C2 Met Confirmed understanding conf 90%
Used plain language, avoided jargon, confirmed understanding through step-by-step prompts—adapted to customer's technical level.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case end-to-end, no transfers, completed all steps to resolution.
O2 Met Proactive follow-through conf 85%
Provided clear next steps: how to re-enable Wi-Fi later and confirmed changes were applied.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent was polite but did not acknowledge customer’s frustration with prior chat support—missed empathy opportunity.
X2 Met Tone & rapport conf 85%
Repeated instructions clearly, checked comprehension, and kept customer engaged despite technical hurdles.
X3 Met Overall experience conf 90%
Provided direct path to resolution without unnecessary holds or repetition—minimized customer effort.
Call Transcript26 turns · 28 lines
Speaker 1
Hello. Yes, hello. Good morning. My name is Luke Lewis. I'm just I'm trying to access the settings in my router. It's an SP and M X55. And and I can't find anywhere, you know, I can't access the router settings because I need to be able to turn the Wi-Fi off. And you know, I've been through the chat and the chat can't help me and so now I've drawn a blank. So I've had to call you. [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. I Thank you so much for calling Linksys. This is Trasher, can I help? Hello sir, can you hear me?
00:00
Speaker 1
Yeah, I've done chat support, they can't help, and I've gone onto the Linksys app, the app doesn't have the Wi-Fi settings on it that I need to be able to toggle the Wi-Fi off, because I just want to use it as a router, not I want to hard wire it, I don't want the Wi-Fi. Yeah, that's right. Uh, no, sorry, sP N M X 55. Just one.
01:00
Speaker 2
Sure. Have you already contacted our chat support. Okay. All right. If that's the case, then is your you have a computer, I believe. Yes. Right? Okay. And you mentioned that the month called SPNM 60. Okay. All right. Then Um, how many nodes you have in total? Joe. Can you prove mean the serial number of the shutter?
01:00
Speaker 1
The serial number. Sorry, which number? The serial number, yeah, sure. [mumbles] 55 V for Victor, 1, 0 M for Mike, 2, 3 E for Echo, 030, 96. Giggle Claire. [silence]
02:00
Speaker 2
okay what is your Internet service provider and i have your email address silence okay what is your latest model number and so
02:00
Speaker 1
Yeah my email address is Luke dot Lewis at gmail.com, but the account might be under my wife's email address. [silence] Uh, yeah, it's yeah, well it's currently currently connected, the computer's connected via the Wi-Fi. Um, and I can I I can connect to a different Wi-Fi node in future.
03:00
Speaker 2
Okay and um, okay, so um, can you please um, is your computer is connected directly to your um, to the Linksys device, right? Okay, so for us to be able to access the settings of the router, we need to be connected to the network. So um,
03:00
Speaker 1
All right, okay. Let me just... All right. I've just got the live connections. Hang on. Thank you. All right, one, one, one second.
04:00
Speaker 2
Alright, once your computer is connected to the router, please open up a browser.
05:00
Speaker 1
Sure. My roller. Yeah. Okay. Yeah, right. And then I get the, yeah, it comes in with a Linksys page. and yeah.
06:00
Speaker 2
Alright, on the address bar, type in there, myrouter.local. Okay. It's gonna be M-Y-R-O-U-T-E-R, myrouter.local. L-O-C-A-L. Okay. Can you see two pictures with a mobile phone on the screen right. Alright, click on the two pictures. Okay. So, on the next, page, it will be a, login, page, [silence]
06:00
Speaker 1
That's right. Um, it's, um, it says here there's a access I can't quite see, there's a body says access locked. Too many failed attempts to log in. Um, reset password yet. Oh, I see. Yeah. Okay.
07:00
Speaker 2
Okay. Now, is it asking for router password or email address and password? Okay, click on "Raise up password." Okay, and then it's going to ask for a recovery key, which can be located underneath the router.
07:00
Speaker 1
Okay, that's done. And then I've got admin password, which it seems to have defaulted from something else. Does that sound right? All right, okay. So, yes, I've put the five numbers in and then it says, create a new admin password. I see. Okay. I am. Okay, reset password.
08:00
Speaker 2
Yeah. So it's all five numbers. Okay, so go ahead and create a new admin password. This is not your Wi-Fi password, just a password to log into the router settings.
08:00
Speaker 1
OK. Go ahead and (https yay, (https uh it's just got more, no show more. Yeah, sorry. Yeah, I've got that's of the 2.4 gigahertz and 5 gigahertz.
09:00
Speaker 2
So, we're able to log in now. Great. Now please, open the, I mean, click on Wi-Fi settings. All right. Now under Wi-Fi settings, how many network bands did you see there? Is there 2.4 and 5G? Or can you see show more? Can you see show more? Okay. Now I believe that on the top, on the right side of each band,
09:00
Speaker 1
Um, no I can't see a toggle, that's all. Uh, show widget on homepage. Uh, Wi-Fi settings and I'm on the wireless tab um and I've got Wi-Fi settings and it's got the Wi-Fi uh I go show more and then it's got the 2.5 gigahertz, it's got GA Clear, which is the name of the router, it's got uh show widget right so sign out good there.
10:00
Speaker 2
toggle. So that if you toggle that off, it means that you will turn off the Wi-Fi. So if you want to turn off the Wi-Fi or the wireless capability of this device, you'll have to toggle, did you find the toggle, sir? It's on the right side. on the right side, sir. It's on the page, sir, Wi-Fi settings page. Can you see it? Yeah. On the right side, sir, on each network band. It's on the right side, sir, right side, sir. It's on the right side, sir, right side, sir. [silence]
10:00
Speaker 1
What I need right the right tab, I've got the, what I, if I could go on to the advanced tab or the Wi-Fi, Wi-Fi mode it says mixed, I've got W. Yeah yeah, on the wireless tab. I have, I have uh, there are, there are two parts to this. The top part is 2.5 gigahertz band. We've got the Wi-Fi name gigaclear in that box. And then it's got the Wi-Fi password in the next box. And then next to that, it has security mode, WPA2 personal with a drop down um, arrow. And then it's got Wi-Fi mode and then the next box, it's got mixed um with a drop down arrow. Um, and then in the, in the box below that, it's got five gigahertz band, and then the Wi-Fi name in that box, it's gigaclear again. And then the Wi-Fi password next to that, it's security mode, WPA2 personal with a drop down arrow.
11:00
Speaker 2
It's on the wireless. Sir. Sir. What do you see under, can you tell me, sir? What do you see on the tubular, wireless the end.?
11:00
Speaker 1
And the Wi-Fi mode, which is mixed with a drop-down arrow, and then below that, it's just got OK, cancel, and apply. Yeah. Yes, I can. Clicking CA, yeah. So, it's got, it's just waiting at the moment, then it comes up on the Wi-Fi settings. Right, this is different. There is a change, there is a toggle, there's a toggle. Toggle, off. Yes. Okay, that's done. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
12:00
Speaker 2
You can just go all the way down to the bottom, sir. all the way down to the bottom where you can see end-user license agreement, privacy statement, the last option for that is CA. Can you see the CA? When you click on CA, the page will be wither. Okay, is there any chance on the page? Is there a toggle on the page? Okay, is there a toggle now? Okay, you turn that off. If you want to turn off the capability wireless capability of the device, you toggle them off, the three-point four and the five G.
12:00
Speaker 1
and then apply that. OK. You have disabled the Wi-Fi devices. Disable it. May Disable against etc. Yes. Apply changes. Your route is applying changes. Waiting for that. Right. That seems that seems to be done. So if I go up and look at my phone, just very quickly. I shouldn't be able to see the correct. Still has it. There's a reason but I don't know. Unless that's elected extension. [silence] no internet connection. Excellent. Okay. So that seems to be working. Great. Great. No, that's excellent. Thank you very much for your help. Cheers. Take care. When you're up. Thank you. Bye-bye.
13:00
Speaker 2
okay so if next time sir if you want to access the router settings again uh then you could still do that and if you want to turn on the wireless capability again then it's just gonna be um connecting computer directly to your router and accessing the same thing that we did so you can turn it back on so do you have any other concerns aside from that okay you're welcome sir and thank you for calling Linksys once again my name is Josh have a good day and take care always goodbye for now yes sir you too goodbye you
14:00