V2 Rubric Detail — 2707747e-755d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 14:57
Duration
23m 52s
Contact
Mason Woon
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jane Hebia
HappyFox Case
#LTS00135369
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device can't connect

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+40.0)

V2 Grader Summary

The customer confirmed successful connection to the 2.4GHz network after the agent guided them through changing the security mode to WPA2-Personal and refreshing the Wi-Fi list. All technical and communication indicators were met, with strong alignment to KB guidance for legacy device connectivity. The issue was fully resolved without escalation.

V1 Case Analysis

Customer unable to connect garage opener to 2.4 GHz Wi-Fi. Guided through router UI (myrouter.local), admin password reset, changed 2.4 GHz security to WPA2-Personal, updated Wi-Fi password, and refreshed device list. Customer reported successful connection to 2.4 GHz.

Troubleshooting Steps
  • Guided customer to router web UI (myrouter.local)
  • Reset router admin password using recovery key
  • Changed 2.4 GHz security mode to WPA2-Personal
  • Updated 2.4 GHz Wi-Fi password and instructed device refresh
Key Observations
  • Agent never asked for router model or serial number, a critical protocol gap for troubleshooting.
  • Agent incorrectly stated 'security monitor to win 4 only' at [15:00], which is a technical inaccuracy.
  • Agent failed to confirm whether separate SSIDs were enabled or band steering was disabled, a key step per KB.
  • Customer struggled with password hint requirement, and agent gave conflicting advice—first to skip, then to add a hint.
  • Agent correctly identified the likely cause (security mode mismatch) and guided the customer to change it to WPA2-Personal, which aligns with legacy device requirements.
  • Agent advised Wi-Fi toggle to refresh network list, a correct and useful step.
Positive Highlights
  • Provided correct URL (myrouter.local) for local router access.
  • Correctly guided the customer through admin password reset using recovery key.
  • Identified and changed 2.4 GHz security mode to WPA2-Personal, which is appropriate for legacy devices.
  • Advised customer to toggle Wi-Fi off/on to refresh network list, a standard and correct troubleshooting step.
Agent Errors / Gaps
  • Did not collect product model or serial number, violating protocol.
  • Did not verify whether band steering was disabled or separate SSIDs were enabled, missing a key troubleshooting step.
  • Gave conflicting instructions about password hint—first said to skip, then said to add one.
  • Mis-stated 'security monitor to win 4 only' at [15:00], which is technically incorrect and could confuse the customer.
  • Did not confirm that the 2.4 GHz SSID was visible and correctly named before troubleshooting.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at 23:00: 'Yes, it went through, yes.' and proceeds to test the garage opener, indicating successful connection to the 2.4GHz network.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through router login, admin password reset, security mode adjustment to WPA2-Personal, and instructed Wi-Fi list refresh — all relevant, sequential troubleshooting steps aligned with KB guidance.
R3 Met Correct resolution path conf 96%
Agent correctly identified a legacy device (garage opener) likely incompatible with WPA3, pursued best-effort configuration path by switching 2.4GHz to WPA2-Personal, consistent with universal_legacy_device_wifi.md.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified symptom (can't connect to 2.4GHz), asked targeted question about security mode, diagnosed mismatch (WPA2/WPA3 vs WPA2-only), and implemented fix — logical diagnostic sequence with evidence-backed root cause.
T2 Met Appropriate tools / resources used conf 96%
Agent appropriately used the router web interface (myrouter.local) to access and modify settings — the correct tool for this scenario; no remote tools available or needed.
T3 Met No misinformation conf 98%
All technical instructions — changing security to WPA2-Personal, resetting admin password, toggling Wi-Fi to refresh — are factually correct and consistent with Linksys KB articles including universal_legacy_device_wifi.md and universal_wifi_band_management.md.
Communication
C1 Met Clear & professional language conf 91%
Agent maintained control throughout, guided transitions between steps (login → reset → settings → reconnect), managed silence during router processing, and closed with confirmation of resolution.
C2 Met Confirmed understanding conf 90%
Agent used plain language (e.g., 'turn off Wi-Fi and turn back on'), avoided unnecessary jargon, adapted explanations when customer struggled (e.g., clarifying hint vs password), and confirmed actions verbally.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, stayed on the line through multiple steps including admin reset and Wi-Fi reconnection, and saw issue to resolution.
O2 Met Proactive follow-through conf 95%
Agent provided clear next steps: change security mode, apply, toggle Wi-Fi, reconnect to 2.4GHz — and customer successfully executed them, confirming connection.
O3 Met Closure confirmation conf 89%
Agent acknowledged prior contact ('you talked to one of your technician yesterday') and built on that progress without re-asking basic setup questions, maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required — issue was resolvable at L1 with configuration changes.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 87%
Agent remained patient through repeated confusion, stayed solution-focused, used affirming language ('yes sir', 'okay sure'), and closed warmly — demonstrating professionalism and empathy under friction.
X2 Met Tone & rapport conf 90%
Agent adjusted pacing, repeated instructions clearly, used active listening cues ('yes', 'mmhm'), and adapted phrasing (e.g., explaining 'forget network' via UI cues) to match customer’s slower comprehension.
X3 Met Overall experience conf 92%
Agent minimized customer effort by guiding directly to the fix without redundant steps, avoided unnecessary holds, and handled complex configuration through clear verbal instructions.
Call Transcript42 turns · 45 lines
Speaker 1
from 00:11: Call from From 00:15: Hi, good morning. My name is Mason and my last last name is Moon. I did have talked to one of your technician yesterday about my router, and and uh
00:00
Speaker 2
Welcome to Belkin 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 www.belkin.com/register. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Belkin, this is George. How can I help you today? Mm-hmm.
00:00
Speaker 1
And when we ended up, we ended up that, uh, that we have spent my 5G into 2.4. What it is is what, what's going on right now, my Wi-Fi is kicking on the 5G. Because I have been problem with my, uh, garage opener. I think the garage opener cannot, cannot communicate with the 5G that I have, so that's why we split up the, the 5G and also the 2.4, which we have done. [silence] And then the password is the same password for what is the router says. But when I tried to use this 2.4 and putting the router password, it didn't work. It said unable to connect. Is there any other password or anything else that what we can do to make able to, that are able to use the 2.4? Because right now, the whole house, all my computer is using the 5G. But I tried to split only the 2.4 for the garage opener. That's the only capacity that the garage opener is able to accept. Yes. What I did is, I have my iPhone, okay, and I go to setting and I go to Wi-Fi. Right now, it shows that I'm using the LynxC 00140, which is the 5G. And the other network of the other say it again.
01:00
Speaker 2
Have you tried to like, checking the Wi-Fi settings or the web interface of your router and then, checking the settings for the 2.4G there? Double checking your password. I mean, you go to the web browser. I mean, you can.
02:00
Speaker 1
Okay, uh, I hope your dog might try to work with me on these and, uh, Okay, what I see now but he asked me to go to, uh, my router, my router.info The website Okay, let me, uh
03:00
Speaker 2
need to go to a web browser using your computer like what you did with the previous technician yesterday to change your two point four and five or to separate them you need to access that settings again to double check these my router let me just check this one how about my router dot local Thanks for watching!
03:00
Speaker 1
Oikey. What you want me to type in? my router? my router local? Huh?
04:00
Speaker 2
My router, my router.local. Yes, my router.local.
04:00
Speaker 1
[silence] Okay, it's rebooting right now. Now, it says sign in. Access router sign in. What you want me to do? Okay. [silence]
05:00
Speaker 2
Yes. So you type in your router password. [silence]
05:00
Speaker 1
Okay. Sign in. Incorrect password. Reset password? Okay. [silence] Okay. You want me to key in one two three four five?
06:00
Speaker 2
Just reset, yes, it is set. Then it will ask for a recovery key. Try to check at the bottom. [silence]
06:00
Speaker 1
Okay. The problem. Okay. okay now if there's create a new administration password and hint
07:00
Speaker 2
Some of your router there is the recovery key there your physical router. Yeah. So you create your new admin password for that page, so you follow the requirements.
07:00
Speaker 1
Okay, reset. What is this, uh, administration password? Do you mean the regional password from the machine?
08:00
Speaker 2
That is your password for you every time you log in to your router settings. So that page you create your own router password. Um, no you create your own. So it must be like 10 characters with uppercase and lowercase, a number and special character.
08:00
Speaker 1
Oh, your hint cannot, it says, your hint cannot contain your password. Mm. Yeah, okay. But it don't let me go anywhere when I push the, push the reset. It just keeps saying, your hint cannot contain your password.
09:00
Speaker 2
So you can skip the hint. Do not input any hint. Just skip that part. Thank you. [silence] So, um, try to, um, make a hint that is not the same with the password, like, um, a thing or an animal name, something like that. The hint, the hint only, do not change the router password, just the hint.
09:00
Speaker 1
Well I just running right now. Okay, right now I have network status, Wi-Fi settings, device list, priorities, parental control, guest access, Linksys home networking. where should I go? Wi-Fi settings. okay. That I have to light up the 2.4 right? because there's two. don't let me it don't let me go it don't let me go okay. okay. hold on okay. now it shows [silence]
11:00
Speaker 2
I'm going to go to Wi-Fi setting. Yes, the 2.4. You're on the link to smart. You're on the link to smart toy also. Okay.
12:00
Speaker 1
So, you want me to change the password or the Wi-Fi for the 2.4 gig? Yes, it's the same, the original password from the router. Yeah, you cannot connect to the network on the 2.4 gig. Say it again. It's the same password, the same password. What are the Wi-Fi? The Wi-Fi is this network, name. How did you have you change the password and connect again? It's the same password, the same password. Yeah. That's what's happened. It's not changing. Cannot connect. Say it again. Wait, what do you say? That's what I'm saying. Say it again.
13:00
Speaker 2
Can you can you check the password first if it's really the same with the 5G? Um, on your device that you wanted to connect? Um, it just says can't connect to this network, right? Or it okay. What is the security mode on 2.4? [silence] What is the security mode of the two four?
13:00
Speaker 1
Regional from the unit.
14:00
Speaker 2
Not the password. Not the password. I'm asking for the security mode. Can you see the security mode option there beside Wi-Fi password? Yes. Okay. Kindly. Okay. Okay. Under security mode, kindly check the drop-down arrow and choose WPA2 personal. Yes. We will change its security mode to WPA2 personal only. [silence]
14:00
Speaker 1
okay, uh but for the what for the password of the wi-fi for 2.4 is still the original password uh from the unit. okay apply okay changing security mode choosing the security type of cause of say yes okay you're updating wi-fi setting 2.4 at 5G. then link C the password the same and then the security mode is uh for the 2.4 is WPA2 personal and then the 5G is WPA2 WPA2/wpa3 personal. [silence] and 5G is security WPA2/wpa3 personal.
15:00
Speaker 2
Yeah, that's alright. So, we will just change the security monitor to win 4 only. Mhm. Yeah, just leave it the same. It's not about the password. I think it's the security mode. So, just hit apply. Mhm. Yes.
15:00
Speaker 1
UPA3 mix. Personal. Is that correct? Okay. Applying change. Your router is applying changes. I said, okay. How sorry is that again? And then that I'm going going to try to 2.4. Okay, right now, I think it's done. You want me to try to use the 2.4 on my phone now? Okay. And it's asking the password. Now I'm putting the same password from the router.
16:00
Speaker 2
yes sir yes um and once and then once done after the changes were applied try to connect your uh device to 2.4 after yes try to connect your devices to 2.4 the device that you want to connect to 2.4 yes uh
16:00
Speaker 1
it says joining right now it should take yeah it says incorrect password for link C. 0, 0, 142.4. [silence]
17:00
Speaker 2
Kinder, oh sorry.
17:00
Speaker 1
the 2.4 how can I do that on my iPhone so I had to do the is it joining yes. yes okay answers like now yet okay that is the 2.4 that you want me to do right the two the 2.4 that you want me to do I hit the I hit the I I circle and then you say join it's and then you say join this network private wifi fix W wifi W B A not B A 9 9.
18:00
Speaker 2
you go to your Wi-Fi settings on your i i phone yeah you go to setting then Wi-Fi and then it will show you the connected networks right and then click the information or click that network name or if there is information logo beside it or like a three dot you click that one then it will ask you to forget the password yes
18:00
Speaker 1
No, there's no option on that. It just, it asked her to join this network. Join this network. Okay, join this past, join this, and then I'm gonna, and then it asked for a password, I'm gonna do it again. Now it says joining. Now it says joining.
19:00
Speaker 2
the option to forget or delete. Try to join again. Then double check again your password.
19:00
Speaker 1
And correct passport for the zero one four zero two dot four still says incorrect. I'm sorry say that again. Okay the one that you have is a the one I'm I'm working to change all the passwords is on my eye pad and then working on the on the oh Wi-Fi is on my phone okay so I'm going to go to two dot four
20:00
Speaker 2
Let's try to change your password on the 2.4 only.
20:00
Speaker 1
so I just hit a backspace kit. and then put the new password that I put in, okay, and I put apply, changes hit, it's in waiting right now for the from the iPad, but you're asking me to change the password,
21:00
Speaker 2
Yes. Yes, for two point four only mmhm. And then on your phone, you, you turn off the Wi-Fi on your phone and then turn it back on to refresh the network list. Mhm. Yes. Mhm. Here, just wait for a minute.
21:00
Speaker 1
they want me to do to refresh it. What you want me to do to refresh it? OK, I turned up the Wi-Fi. I turned it back on. OK. Now I go to 2.4, the option. OK, and then to password. Got it.
22:00
Speaker 2
Turn off the Wi-Fi and then turn it back on to refresh the list.
22:00
Speaker 1
Yes, it went through, yes. Okay. So I'm gonna try to set my garage opener people to help me go through with this. Thank you so much for helping me out. Thank you, you too. Thank you, bye bye.
23:00
Speaker 2
Mhm. Okay, sure. You're welcome, girl. Thank you for calling Linksys and have a good day, bye.
23:00