V2 Rubric Detail — 35f803e6-6026-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 15:01
Duration
18m 39s
Contact
Tracy Shelton
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132222
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall71.5% (+31.5)

V2 Grader Summary

The agent resolved the issue by guiding the customer to reset the admin password and rename Wi-Fi bands, resulting in confirmation of success. However, troubleshooting lacked structure, included a technical inaccuracy about node speed capacity, and communication was inconsistently adapted to customer confusion. No critical failures occurred, and escalation was not needed.

V1 Case Analysis

Customer renamed SSIDs but lost router connection; admin password issue unresolved. No model/warranty verified.

Troubleshooting Steps
  • Attempted access to admin page via 192.168.1.1 and myrouter.info.
  • Guided customer to create a new router admin password.
  • Directed customer to Wi-Fi settings to rename SSIDs for each band.
  • Advised on WPA2/WPA3 security settings.
Key Observations
  • Agent never asked for or recorded the router model or serial number.
  • Instructions to change SSID were initially vague and UI navigation advice was inaccurate (e.g., 'click C under EULA').
  • Customer successfully renamed SSIDs and applied changes, indicating partial progress.
  • Router disconnected after changes, and agent did not guide reconnection process.
  • Customer remained confused about admin password vs Wi-Fi password throughout the call.
Positive Highlights
  • Agent apologized for the inconvenience and expressed empathy.
  • Agent attempted to stay on the call and offered continued assistance.
  • Customer was ultimately able to edit and apply SSID changes, suggesting some effective guidance was provided after initial confusion.
Agent Errors / Gaps
  • Missing model/serial number collection.
  • Provided incorrect guidance on which password to use for router admin login.
  • Gave misleading UI instruction: 'click C under EULA' to unlock SSID editing, which is not a standard or valid KB procedure.
  • Failed to verify whether the customer successfully logged in or sustained access after changes.
  • Did not guide reconnecting devices or validate post-change connectivity.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 90%
Customer confirms resolution with 'I think I got it... Thank you' after successfully renaming Wi-Fi bands and applying changes.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent instructed password reset and UI navigation but skipped diagnostic steps like confirming current firmware, node status, or prior settings, relying on ad hoc fixes.
R3 Met Correct resolution path conf 85%
Agent correctly identified the need to reset the admin password and guided the customer through UI settings without unnecessary escalation or dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent recognized incorrect password entry but did not systematically diagnose root cause (e.g., forgotten password vs. UI bug) or ask targeted questions.
T2 Met Appropriate tools / resources used conf 90%
Resolution required only UI access; agent appropriately used the router dashboard (http://192.168.1.1 equivalent) and did not need additional tools.
T3 Partially Met No misinformation conf 75%
Most guidance was accurate, but agent incorrectly claimed nodes support 'up to 5 gigabits' — likely confusing internet speed with backhaul capacity, which misrepresents specs.
Communication
C1 Partially Met Clear & professional language conf 70%
Agent maintained basic control but used filler phrases ('All right'), unexplained silences, and lacked clear framing or transitions.
C2 Partially Met Confirmed understanding conf 65%
Agent used simple language but failed to confirm understanding when customer struggled with password and SSID changes, leading to repeated confusion.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case from start to finish, did not transfer, and followed through on resolving the login and configuration issues.
O2 Met Proactive follow-through conf 85%
Agent provided clear next steps (create new admin password, navigate to Wi-Fi settings, rename bands), and the customer confirmed completion.
O3 Not Applicable Closure confirmation conf 95%
No prior case history or handoff occurred; this was a standalone support interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted for this configuration issue.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent apologized and thanked the customer, showing basic courtesy, but tone remained detached during customer frustration about device reconnection.
X2 Partially Met Tone & rapport conf 65%
Agent maintained pace but did not adjust communication style when customer expressed confusion over password vs. Wi-Fi name changes.
X3 Partially Met Overall experience conf 70%
Customer had to recreate admin password instead of using a reset flow, and re-enter Wi-Fi credentials on multiple devices unnecessarily.
Call Transcript32 turns · 33 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. Hello. Hello, sir. Yes, this is Tramagan from Linksys Technical Support. Yes, I do apologize, sir that our call got disconnected. Alright, did you relocate the child noise? There is a higher depends on what's your subscribe speed. And when you do the speed
00:00
Speaker 2
Hello. Hi. Hello. yes, thank you. I don't know. Maybe let me see. When we got disconnected. I don't know what I did. Hold on. So I took a picture of the speeds. You were putting out, you were going to check to see what you said that this is the highest. Is that what you said or there's something else?
00:00
Speaker 1
All right megabits all right and also this node that you have it can cover up to 5 gigabits if your subscribe speed is up to 5 gigabits and yes it would cover up to five gigabits. All right since you're now online and you're getting a good speed you can now relocate the two nodes or the two towers on the area you want to put it in You can close the page
01:00
Speaker 2
It was 490. 490 megabytes, megabits, bits or whatever. Okay. Okay. So now what do I do? Okay. So I'm back to the page that says, enjoy your Wi-Fi. So how do I do that? Do I need to add?
01:00
Speaker 1
I have no need sir, you, that, you can just close that one. All right, so try to access again the page. The 192 or just refresh that page. The 168. That one. That one. Yes. Mm-hmm. [silence]
02:00
Speaker 2
Okay. Okay. So how do I go to the Linksys app to see all the devices? Okay. 1 1 9. two. one. one. 9. two. dot. 1. 6. 8. dot. one. dot. one. Okay. Okay, it says page not found. So click the link says wifi. Okay, I'm now on the page. Okay. Now I have to put in my router password. Is that the one that I just created?
02:00
Speaker 1
Yes. Yes. The one that you just created. [silence] The first one that you created. [silence] You changed your, um, you changed your password earlier, right? To password. One is for your router and one is for your Wi-Fi. [silence] All right, so yeah, kindly input the router password you created. [silence]
03:00
Speaker 2
Okay. The first one. You're talking about the one a long time ago? I don't remember that one. Yes, I did. Um, I didn't change my router password. I'm sorry. I changed my router password. Yes. It says incorrect password.
03:00
Speaker 1
See cheese. What about the first one that you created, cirque of yes? Hey! Yeah, oh, yeah oh, yeah oh.
04:00
Speaker 2
Okay, so I'm going to do it again. Yeah, I wrote it down. [silence] No, that was, oh, the one that's on the actual router. Okay. Okay. Okay. Okay, hold on. Okay. That's the one at once. [silence] No, it says we've updated our
04:00
Speaker 1
All right, so yeah, kindly create another router password. That's for your router settings, not for your Wi-Fi pass, all right? Yes, that's for the admin password. Hold on. [silence] [silence] The place, I've never been, found
05:00
Speaker 2
The password requirements to be more secure, create a new one. This is for the admin rights. Okay. [silence] [silence]
05:00
Speaker 1
Yes? All right. Did you reset the router password? All right. Good to meet you. All right. [silence] Yes, sir. What can you see on the page? Can you tell me? You're not here to help. Oh, Good to meet you. All right, so you're already on? [silence]
08:00
Speaker 2
what do I do? okay. okay. so now that I'm here, I see I can change passwords in the settings as well, right? okay. I see smart WIFI tools, device list, guest access, parental controls, router settings, connections.
08:00
Speaker 1
the dashboard yeah you can just see the device list and also you can change the wifi name if you want and wifi settings you can do some changes on that settings or on that page. Yes, you need to connect it manually.
09:00
Speaker 2
Yeah. I'm on the dashboard. Okay. So, all of my devices, my TVs and stuff, I got to go in there and reset and give them new passwords. How do I avoid this? This is the second time. This has happened to me. This is too much when I have over 20 devices.
09:00
Speaker 1
Uh, Yes, you, we can not really avoid it, if even, like, if your modem or your internet service, uh, internet service provider have some changes on their end, like, they updated their software or their firmware, um, your Alexa router will be disconnected since they don't have the same firmware. So, we don't really know how to avoid this one. However, if you want, um, you can just use the same Wi-Fi name and password that you created before, so the devices will just connect back to the same network. All right. Um, can you see there? The guest,
10:00
Speaker 2
hello [silence] So where where I don't see Wi-Fi settings for guest. [silence]
10:00
Speaker 1
Yes. Then there you can find it. You can just, yes, you can just rename that and also you can just add an extension like if you have a Wi-Fi name like a Home Wi-Fi or a Linksys Wi-Fi name. Just go to the Wi-Fi settings. Click Wi-Fi settings. Then you will find there the 2.4 and the 5 right and also the 6. Yeah, you can just add extension on each band. You can just add 2.4 under 2.4. [silence]
11:00
Speaker 2
ahem. Mm-hmm. Yeah, I see it now. Mm-hmm. Yeah, I see it. Okay, so how can I differentiate between 2G and 5G? Can I rename your, Well, how do I do that? Okay. Mm-hmm.
11:00
Speaker 1
Or just add 5 gigahertz under the 5 gigahertz. Like if your name Did you click the Wi-Fi name? Is it grayed out? You just need to click the Wi-Fi name. All right. Right. It won't let you type. Can you see? So can you scroll down and find the settings.
12:00
Speaker 2
It won't. I don't know how to: I don't know how to change it. It allows me to change the password, but it doesn't allow me to change the name. So in the middle of the page, yeah, in the in the middle of the page, it has my three different y. It has 2, 5 and 6. So when I click I did. Yeah, but it won't, it won't let me type. Yeah, it won't. Mhm.
12:00
Speaker 1
c where on the bottom of the screen it's under end users license agreement. Yeah, click the C okay. All right. And then you will be routed back to the blue page and go back to the Wi-Fi settings. of the material. All right.
13:00
Speaker 2
I see it. I see it. Okay. Okay. Okay. It allows me to update the password but not the um. I needed to click the password. Okay. So now it goes into the Wi-Fi. Okay. All right. Then I can just add 2G afterwards. Okay. Do I need to change anything? [silence]
13:00
Speaker 1
You don't need to change anything, sir, on your settings. You are good to go now.
14:00
Speaker 2
okay just say apply you're updating Wi-Fi settings I just added two G say yes applying changes your router is applying changes okay oh I should have done it for all of them I see what you're saying they're all available right there for me to do okay I got it so I just need to go in here and change this to 5G 5G and then 60 okay now apply does the security type matter
14:00
Speaker 1
I'm no sir. As long as it's WPA2, it means it's secure. Up to WPA3. Yes. [silence] Yes, because you applied some changes. How many links and routers do you have for? You apply, you change, you separate the band, right? The 2.4 to 5. Simply, you just simply go back to the Wi-Fi of your laptop and find the networks.
15:00
Speaker 2
okay okay all right it says router not found oh you are not connected to your router if using a wireless okay okay oh I see I see So, for the wireless.
16:00
Speaker 1
Um, it doesn't matter. As long as it's showing it means um it's compatible to which network it is. All right. Here you're connected. All right. All right. So is there anything else that I could assist you with?
17:00
Speaker 2
Find a laptop. Is it due or fi or does it matter? [silence] Okay. Okay. Okay. [silence] Okay. I think I got it. Right. Thank you. Right, [silence]. about two hour trouble shooting.
17:00
Speaker 1
Yes, I do apologize for the inconvenience. Thank you so much also, sir, for your patience and your cooperation. Have a good one. Bye for now.
18:00
Speaker 2
So, hmm. So, okay, thank you. You too, bye bye, bye bye.
18:00