V2 Rubric Detail — 2ce64090-6131-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 22:52
Duration
14m 5s
Contact
Dave Schnell
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00104206
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Set up
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+44.0)

V2 Grader Summary

The agent correctly diagnosed the customer's inability to access the router UI and guided them through a recovery key login to regain admin access. The customer successfully changed the SSIDs to separate 2.4 and 5 GHz bands, confirming resolution. All actions were appropriate, technically accurate, and customer-focused, with no escalation needed.

V1 Case Analysis

Customer unable to access admin UI to separate 2.4 GHz and 5 GHz SSIDs. Agent guided recovery-key password reset and login via http://myrouter.info. Instructed to rename SSIDs but used unclear 'CA' reference. Customer reported seeing both networks post-change but no validation of actual band separation.

Troubleshooting Steps
  • Asked about network topology and switch type (unmanaged vs managed), though not directly relevant.
  • Guided customer to reset admin password using the five-digit recovery key on the device label.
  • Confirmed access to admin UI via http://myrouter.info and http://192.168.1.1.
  • Instructed customer to rename SSIDs to separate 2.4 GHz and 5 GHz networks, referencing a confusing 'CA' button.
Key Observations
  • Agent spent 00:00–04:00 asking about parent/child nodes and switch types despite the issue being a simple admin access problem.
  • At 08:00, agent correctly guided recovery key password reset, a valid KB procedure.
  • At 13:00, agent referred to a 'CA' button that does not exist in Linksys UI, causing confusion.
  • Customer at 13:00 had to recap the steps, indicating poor instruction clarity.
  • No model number, serial number, or case number was collected or referenced.
Positive Highlights
  • Correctly identified the need for admin password recovery using the printed recovery key.
  • Successfully guided customer through password reset and login process.
  • Provided correct general direction to rename SSIDs to differentiate bands.
  • Maintained polite tone despite customer confusion.
Agent Errors / Gaps
  • Excessive and irrelevant topology questioning from 00:00–04:00 that delayed resolution.
  • Failed to collect product model number or serial number, violating basic protocol.
  • Did not verify warranty status or cite a HappyFox case, indicating poor case management.
  • Used non-existent 'CA' button reference (13:00), which is factually incorrect and misleading.
  • Provided rambling and disorganized instructions, reducing clarity and efficiency.
  • Did not confirm whether the SSID rename actually resulted in separated bands or just renamed networks under a unified profile.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'I reset the password... now I can change the SSIDs. Yes.'
R2 Met Diagnostic thoroughness conf 96%
Agent guided customer through factory reset, recovery key use, and login to access settings—direct troubleshooting steps that addressed the core issue of UI access.
R3 Met Correct resolution path conf 95%
Agent correctly chose local admin access via reset and recovery key to resolve UI login issue—appropriate path for forgotten password and configuration needs.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified the root issue: inability to access UI to separate 2.4/5 GHz bands, and pursued a logical path to regain access.
T2 Met Appropriate tools / resources used conf 95%
Agent used correct tools: factory reset, recovery key from device label, and web UI at 192.168.1.1—appropriate and necessary for regaining admin access.
T3 Met No misinformation conf 96%
Instructions to rename SSIDs (e.g., 'Dave 2.4') and reconnect devices are technically accurate per Linksys UI capabilities for band separation.
Communication
C1 Met Clear & professional language conf 94%
Agent maintained control by verifying setup ('So let me verify that...'), guiding next steps, and confirming progress throughout.
C2 Met Confirmed understanding conf 93%
Agent used accessible language, confirmed understanding ('Are we in?'), and adapted to customer’s technical references without jargon overload.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned the case end-to-end, performed all steps, and did not transfer or defer responsibility.
O2 Met Proactive follow-through conf 96%
Clear next steps given: reset, use recovery key, log in, click CA, change SSIDs—customer successfully recapped them.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; no handoff occurred—this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—the issue was resolvable at L1 with proper access.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized for repetition ('sorry for keep asking'), used polite closings, and remained patient despite customer’s tangential remarks.
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, used affirmations ('Okay', 'Alright'), and checked in regularly to maintain engagement.
X3 Met Overall experience conf 93%
Agent avoided unnecessary steps by using recovery key method instead of full factory reset reconfiguration, reducing customer effort.
Call Transcript18 turns · 23 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. [silence] Uh hi Dave. This is Paula from LinkSys Customer Assurance team level two and this call is recorded for quality assurance purposes. Hello? Uh oh okay. Dave, I just want uh have a couple of questions before we start okay. uh It says here that, um, uh uh staff uh wants to uh separate the 2.4 and 5 gigahertz however accessing it to the user interface is, um, um, not possible. Is that right? Or it routes you to mm-hm. Uh huh.
00:00
Speaker 2
Well, why would they have a Linux system, a coincident it, uh, the uh, the same, the same fucking, uh, a lot of the things they do, like James did a lot of stuff himself, uh, sure. Which was a, you know, so you can see like where splits are, right? Or they're, they're, uh, they should be made in Word, but uu, uh, just uh, making some shortcomings and then you'll say, would have, uh, permission to do little things here and there, uh, really difficult. Yes. Uh, connection, uh, trying to connect to, uh, the IP address, uh, routes me to the V-L-O-P, uh, page, uh, and we don't know.
00:00
Speaker 1
Uh, hold on, factory reset um, did you reset the main one, Dave? Um... Oh. I see, they're using um, all-wired back haul. I see. Okay. And um, I see um, I believe, Dave, you're in front of the per now right now. Um, right? That's the pair note, uh, the one that is wired directly to the modem, the Comcast? Xfinity? Right. Oh okay. So, uh, So let me verify that. So we have a modem and then parent node and switch or modem switch to parent node. Is that physical? Uh, that's not, uh, let me just check, okay? Cause, um, if you're telling me they're all parent node, um, that would, that would mean that, uh, every one of them has a user interface that we can access. So, um, cause, um, okay.
01:00
Speaker 2
When you say parent node, just parent node and child node, that means nothing to me, they're all, they will all eventually be parent nodes, okay. All I'm worried about is [silence] is [unclear] learning how to get through this level of the [silence]. Correct. which laptop am I allowed to use? This has a finger clip, but the pin is 1441. Okay. Alright. So I'm, uh, I'm in, I'm in front of the one parent modem that's connected via the switch. I'm pulling up a laptop now.
02:00
Speaker 1
you're in front of a pair a note you just don't say it's a a switch and this which is wired to the modem I'm correct. Um, you said in front of the note right uh the one that we're working on and this node is wired to the switch and from the switch is that going to be wired to the modem Xfinity? distorting. Okay. All right. Okay. No, while we think for that, sorry for keep asking that switch that is a in between uh in between do you happen to know if that's an unmanaged or managed switch? I see. Okay. All right. Now um You're powering on the laptop and you're planning to connect... planning to use that to the Wi-Fi.
04:00
Speaker 2
Yes, so I have the powered up laptop. I'm. I'm in the browser. I'm going to connect to the Wi-Fi system. Let's see. 2SPNG 1441 connect. All right. Then the password. [silence] OK. See you
05:00
Speaker 1
All right, I'm assuming you are checking the IP address now. So, yep. Okay. Okay, all right. Okay. Oh, hold it.
07:00
Speaker 2
Connected and secure. All right. Hello. All right, so 192-168.1.1, and it brings me to Dynamic Login, HTML access, velop. And this is where I get stuck. I don't have any velop login information. I have no idea what that is. I'm looking for the link.
07:00
Speaker 1
on you said you said it's access develop right now right okay on it's going to be asking for an admin password on Dave do you do you have one that we can try okay now on the lower right okay there is a reset option there let's go that route and it's going to ask you for a recovery key yes it's the one at the bottom
08:00
Speaker 2
UI. UI. UI. Symptoms. Still say, okay. Okay, factor. No, it's UI. recovery key. Okay. okay. All right, let me get that key. Okay, I think.
08:00
Speaker 1
Are we in? So the main goal is you want and if you scroll down the page, Dave, do you see that a little bit outside the left. Yeah.
09:00
Speaker 2
Okay, create a new admin password. Okay, one. Okay, all right. Now I'm in. Linksys smart wifi. Yep. CA. I do not see CA. Oh, yes, CA. Okay. Yep. Yep, yep. Ah, okay. Now it's still saying mixed, and it's not giving me an option to separate them.
09:00
Speaker 1
Names, right? Okay. All right, now, they are... Okay, so, they're all identical, right? The names. Okay. To separate them, um, uh, we just make them difference, sir. Okay, so, for example, yes, so, for example, it's Dave, uh, Dave. And to separate them, you can just put Dave 1 or Dave 2.4 and that's the time that they're gonna be separated. Now, I'm sure you know this. Once you change that, now, there are devices that are connected to the 2.4 or 5. So, um, of course, they're gonna be disconnect, uh, disconnected. I don't know how many, but, um, you have to reconnect them. Whatever they are, probably camera or um, any IOT device.
11:00
Speaker 2
five gigahertz two bands. Oh, I have two five gigahertz two bands. Yes. Yep. Different SSID. Got you. Yep. All right. Yes.
11:00
Speaker 1
Wise that operates 2.4. To the router you mean to the main pair. And pretty much that's it actually. Oh by the way if you want to double check this one you can try your phone see the list of network names whatever changes that you made there uh is now there that 2.4. Okay. Alright. Well yes uh that's how to Yeah unless if you have um uh other concerns Dave that I can help you.
12:00
Speaker 2
All right, it is sending the reset to the modem. Yes, to the router, sorry. All right. Let's see. Yeah, I'm checking now. Yep, 203, 140, 150, and 5. Perfect. All right, perfect. All right. No, that is all.
12:00
Speaker 1
mm-hmm. yes don't forget the CA cuz you will not click the CA once you go to Wi-Fi settings you can only see one or one field button right there okay you have to click this CA so that they will be available. you're most welcome Dave and to know more about lynks product you can visit lynks.com/ support. you have a wonderful day bye-bye.
13:00
Speaker 2
Okay. Thank you so much. Uh just let me recap. I reset the password, use the PIN on the bottom of the device, log in, lower right hand corner, CA, click on it, it refreshes. Now I'm in an admin level system and now I can change the SSIDs. Yes. Gotcha. All right. All right, thank you so much. You've been a great help.
13:00