V2 Rubric Detail — 3dd66890-6455-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 22:47
Duration
25m 38s
Contact
David McClure
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#TE00132857
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5300_Old wifi name is broadcasting

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.56/5
Technical0.62/5
Communication0.00/5
Ownership3.50/5
Escalation4.00/5
Customer Exp0.00/5
Overall30.4% (+2.4)

V2 Grader Summary

The agent escalated appropriately after attempting a factory reset and CA page configuration, but provided technically inaccurate instructions and failed to resolve the persistent old SSID issue. Communication was poor, with no empathy or clear guidance, resulting in unnecessary customer effort. The escalation was justified, but not preceded by fully accurate or complete troubleshooting.

V1 Case Analysis

Customer reports old Wi-Fi SSID persists after resetting MX5300 parent node. Agent provided incorrect reset instructions, LED guidance, and admin password. Escalated to L2 without capturing serial number or warranty status. Issue unresolved.

Troubleshooting Steps
  • Requested router diagnostics logs via Troubleshooting > Diagnostics.
  • Guided customer to reset the parent node using incorrect procedure (press until light off).
  • Attempted to access admin UI via 192.168.1.1 and myrouter.local.
  • Provided incorrect default admin password ('admin').
  • Directed customer to non-existent 'CA' tab in the UI.
Key Observations
  • Agent provided multiple materially inaccurate technical instructions: wrong reset duration, incorrect LED color expectations, and false default password claim.
  • No product serial number or warranty status was collected, despite the issue being hardware-specific and requiring escalation.
  • Customer failed to access admin UI, but agent continued troubleshooting as if access was possible.
  • Agent directed customer to a non-existent 'CA' tab in the UI ([20:00]), indicating poor familiarity with the dashboard.
  • Escalation was handled vaguely, with no case number, tracking, or reliable follow-up method provided.
Positive Highlights
  • Identified the need to collect router logs early in the call [01:00].
  • Recognized the complexity of the issue and escalated to Level-2 when basic steps failed [05:00].
Agent Errors / Gaps
  • Incorrect LED reference (claimed solid purple/pink for MX5300 setup; actual is blinking blue then solid white) [10:00].
  • Wrong reset instruction (told customer to press until light off; correct is 10-second hold until red flash then off) [09:00].
  • Incorrectly stated default admin password is 'admin' for MX5300, which is not accurate; password is unique per device [18:00].
  • Failed to verify that the customer could access the admin page before proceeding with UI navigation [15:00–16:00].
  • Directed customer to click on a 'CA' tab that does not exist in the MX5300 UI [20:00].
  • Did not collect serial number or confirm warranty status despite escalation need [05:00].
  • Provided no clear follow-up mechanism beyond '24 to 48 hours' [05:00].
  • Allowed customer to send logs to routerinfo@lstechsupport.info (non-Linksys domain) without correction [24:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer still sees the old Wi-Fi name after reset and says 'I don't know what to do with this Viva Julie extension envelope' — issue unresolved.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent guided reset, CA page access, and log submission, but steps were disorganized and did not follow a logical diagnostic sequence.
R3 Partially Met Correct resolution path conf 86%
Escalation to Level-2 was reasonable given complexity, but agent skipped confirming firmware version or checking for known mesh naming bugs first.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent asked 'I know when did you change your Wi-Fi name?' — phrased as a statement, not a diagnostic question; no root cause identified.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used the Share Info Logs tool appropriately, but failed to access or interpret logs themselves and relied solely on customer execution.
T3 Not Met No misinformation conf 94%
Instructed to 'let go when the light is off' — contradicts KB (correct: hold 10–20 sec or until red flash); assumed admin password is 'admin' (not default); confused solid purple vs pink.
Communication
C1 Not Met Clear & professional language conf 91%
No initial framing, multiple unexplained silences, abrupt transitions (e.g., jumping to CA page without context), lost call control.
C2 Not Met Confirmed understanding conf 90%
Used jargon like 'CA page' without explanation; did not confirm understanding; repeated unclear instructions despite customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent kept ticket open and promised follow-up, but escalated without exhausting all L1 troubleshooting paths (e.g., firmware check).
O2 Met Proactive follow-through conf 95%
Clearly stated: 'you'll receive feedback about this within 24 to 48 hours' — specific timeline and next step.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced; no handoff occurred — appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Escalation decision made after attempted reset and reconfiguration — valid trigger due to persistent SSID issue.
E2 Partially Met Escalation prep & handoff conf 89%
Informed customer of escalation and timeline, but did not provide ticket number or detailed summary of steps taken.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Minimal empathy shown; no acknowledgment of frustration or repeated effort; responses were transactional ('Okay, got it').
X2 Not Met Tone & rapport conf 91%
Agent maintained technical pace despite customer confusion and repeated 'I don't know what to do' — failed to adapt.
X3 Not Met Overall experience conf 93%
Customer had to re-enter URLs multiple times, resubmit logs, and search Wi-Fi lists repeatedly — avoidable effort.
Call Transcript48 turns · 50 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. Hi, this is May from Linksys. Is this David? Um, okay. [silence] Calling... [silence] Okay, you're welcome. And I already talked to my senior technician and asked if we need to reset your Linksys device. And he told me we can try, but there's no guarantee it will fix the issue. Maybe the old name will still appear after. And, um, [silence] I just need to gather the logs. This is Infologs. [silence]
00:00
Speaker 2
Yeah, uh, I feel like switching between internets, my phone was on Wi-Fi connection and once I got that disconnected, it, like, turned off or something. I don't know why the call dropped but that's my guess. Uh, thank you for calling back. [silence]
00:00
Speaker 1
of your device. Are you still logged into the router settings dashboard? You don't have it? Good. I need you to go to Troubleshooting tab. Troubleshooting. Mhm. And go to Diagnostics. And then there should be share my router's info logs their option. Okay. Is it asking for an email now? [silence] I don't
01:00
Speaker 2
t tab. Okay, Diagnostics. Okay. Uh, share router info with Linksys or are you, or did you want me to click logs? I am on troubleshooting diagnostics.
01:00
Speaker 1
Uh-huh. Uh uh, it's on the upper right. Share info logs. I mean share my routers info logs. It's under diagnostics. Do you see it? Somewhere in the upper right. There you go. Click that and it will ask for email and just type there: Routerinfo@linksys.com. Routerinfo@linksys.com. Info@linksys.com. '. May I?
02:00
Speaker 2
I don't know where to go from here. There router info with linksys. I see. Yeah. So it is router info@links.com. What was that?
02:00
Speaker 1
I know when did you change your Wi-Fi name, David? Was it two weeks ago? or [silence] Okay, got it. So, every since this old Wi-Fi is already available in your Wi-Fi list. Am I right? [silence] Oh, sorry, I'm confused again. You have an old router before, old Lynx router, aside from this MX 5300?
03:00
Speaker 2
probably two years ago when I got that node. If I go to this phone or this computer's Wi-Fi insert Wi-Fi, it will bring up old Wi-Fi accounts we used to have, yes. Oh, yeah.
03:00
Speaker 1
um. Ah, okay, okay. Got it now. Um. Now it's clear to me. But they're all the same model number, right? MX-5300 is in the old parent node. Or it's a different model number? Right. Uh-huh. And that child node?
04:00
Speaker 2
so, what happened was, when i bought that one, this one that i gave you earlier, i made that one the parent node and made the old parent node a child node. during that step, i factory reset and disconnected everything. the parent node i just gave you is the one that is within warranty. the old parent node, the one i used prior to 2024, is a child node now.
04:00
Speaker 1
Model, is it the same model number or different? Okay. Just, just making sure because your case will be escalated to our level two tech um David. This is for a further investigation. And you'll receive feedback about this within 24 to 48 hours. So if ever you'll miss the the call, just check your email or voicemail. They will gonna give you their direct hotline number. Okay? This is for advanced troubleshooting already. We did already the necessary steps. and especially, you mentioned that you already reset and reconfigure everything. And you set up a new parent node and after that the name, the old name still appears. and
05:00
Speaker 2
it's the same model number. So there's nothing you can do. Today you have to talk to someone in order to figure out the next steps.
05:00
Speaker 1
Just for the record here, you're experiencing already connection, issues dropping to be specific, right?
06:00
Speaker 2
Yeah.
06:00
Speaker 1
It will completely back to default settings. All the old configuration will be gone. You can actually, since you will go and consider resetting your Linux, you can try to set up a new parent node. And configure the rest as a child node. If they're all the same model number MXP 5300, then it's fine. Okay, so you can't.
07:00
Speaker 2
Modem, sorry, Router. Yeah, so, yeah. So the, I only want to reset the, yeah, so I, Yeah, so do not re reset re, forget the Router. Just re, forget the Router. Yeah, so, only want to reset from there. I can, I can set up this one to your present there. No, to, to try to connect the other ones again. So, from here. I can yeah, I think his part node. Yeah, so I don't want to use this model to present to use the old parent is the new parent. Yeah, it's one hell of an older model.
07:00
Speaker 1
it should be the higher model that should be set up as a parent,
08:00
Speaker 2
Okay. So, if there's only two of the higher models, did you want me to switch with the other higher model, or just stay with the parent node as the parent node for the next reset? Okay. Okay. Uh, I'm gonna to grab all the child nodes and move them here, um, this is gonna take a while. So, it's not
08:00
Speaker 1
So if after we set it up using the same name and password the child nodes will just gonna auto pair. Basically it's just the same parent it just got reset and reconfigured. It will still remember their parent node if it's still using the same Wi-Fi credential. You don't have plans changing completely the Wi-Fi name and password, right? Of this about match. You'll still leave it as it is? Your goal is only to eliminate the old network, right? Okay. So no need to gather those. Just press and hold the reset button in this one and let go when the light is off. [silence]
09:00
Speaker 2
rest is going to keep. So resetting the main parent node is not going to affect the other nodes. Okay. Yup.
09:00
Speaker 1
Yes. OK, let's go now. And we will just wait for a solid, purple, or pink light. Yeah, it will blink blue after and will turn to solid purple. [silence]
10:00
Speaker 2
reset button right light has turned off it is solid blue at the moment it is flashing or blinking light blue
10:00
Speaker 1
Uh huh. So get ready for your laptop because you need to connect your laptop to my, Valve Setup name. So check the Wi-Fi list. Just search for the Wi-Fi. And at the same time, check if the old name disappear from the list.
11:00
Speaker 2
So blinking, um, blue, light blue. Now it's magenta. Do you want me to, do you want me to hard connect it or try to search for the Wi-Fi? Okay, I am checking.
11:00
Speaker 1
He is asking for best ones.
12:00
Speaker 2
[KEEP_UNCERTAIN] Current Wi-Fi availability. I am turning off Wi-Fi. Then turning on Wi-Fi, and letting it think. I'd still see the user-Adi Ubud. I will connect to the user-Adi Ubud right now. Connection is weak Or do I do user-Unis. What should I do? Should I log into Adi?
12:00
Speaker 1
It should be developed setup. That's already your Wi-Fi, default Wi-Fi for Linksys. So you can still see the shadow Wi-Fi name on your phone as well. [silence] Okay. Then that means reset did not resolve it. But anyways, you can, yeah, you can connect to develop setup on your laptop, using your laptop. good now open a browser the old dash Daisy you have well no longer work so we need to open a new one and we'll access the same numbers 192.168 1
13:00
Speaker 2
I am connected to velop setup E26. It is trying to load.
14:00
Speaker 1
[silence]
15:00
Speaker 2
it does not want to load the 192.168.1.1. my route.local also does not work, you said my oh rel shoot. Yes, my route,
15:00
Speaker 1
Okay, let's check the, uh, IP address. Let's check the IP address for us to get in, uh, I mean, to login. You can type this letters on the small search box, lower left side. Can you see the small search box? Mm-hmm.
16:00
Speaker 2
Ah-ha! This one's loading. Um I misspelled it. But I'm at a white screen now, struggling to load. It will not load my router.local page. On the router. Um...
16:00
Speaker 1
[silence]
17:00
Speaker 2
So, I see Vellup, set up E26 I see The password the recovery key The serial number and Mac address That is it I don't see I was able to load this page now Wow, that was slow I will click on phone
17:00
Speaker 1
and then the last option is the password this time. All small letters. That's the admin all lower case. Yes, just admin.
18:00
Speaker 2
It is still loading. It is still loading. [silence] Wow, it is worse than it was before we started this process. [silence] Okay, okay, okay, uh, router password. Could be just admin. Okay.
18:00
Speaker 1
Okay. The status there, is it connected? Okay. You can click their Wi-Fi, I mean, connectivity that's on the left side. And check if the last tab there ends with administration tab, or can you see there? And after that, can you see, you see a router setup or not? There's none. Okay. So it's not there. Just click on OK under connectivity. On the main dashboard, lower right side, click on CA. It's a really small.
19:00
Speaker 2
The link to smart Wi- Fi connection, I am connected to device router internet connectivity. Got it. There is an administration tab. At the administration page, I see local management access, UPNP, application layer gateway and express forwarding. [silence]
19:00
Speaker 1
Capital C-A. That's on the very bottom part right side of the Lynks dashboard. Click it once and go back to connectivity page. Click that and that's where you can input the exact Wi-Fi name and password. You have before.
20:00
Speaker 2
I see C A, yes. On administration, I now see a C A router setup tab. Do I do set up node?
20:00
Speaker 1
I'm just cheating okay uhuh did in new name new wifi name silence
21:00
Speaker 2
The router is applying changes. The actions you perform may cause devices to temporarily lose connection. Okay. You are not connected to router. If using a wireless connection, check that the wireless feature on your computer and device is turned on. What? What? I'm connected to you though. Uh, Oh! is it? Oh, I have to wait for the yeah yourself that wait for that name to show up. [silence]
21:00
Speaker 1
Uh, uh. That belongs to, uh, and uh, something from this shadow. It helps Jules as well.
22:00
Speaker 2
I do not see the original Wi-Fi. Oh, I see the original Wi Fi name and I have connected. The TV has turned back on. Okay. I'm going to refresh my phone. The Velop Julie is still active. I still see it. The original Bell shadow
22:00
Speaker 1
Yeah, that's the tram. comes in as it should be things a yeah. Can you send the logs again please since we already reset and reconfigure the browser we need to send an update a log.
23:00
Speaker 2
still has his extension number and its original Wi Fi name. Those are still usable. So, everything's back online at least. But I don't know what to do with this Viva Julie extension envelope. Okay. Um that was under troubleshooting, diagnostic and logs. And that is, um. routerinfo@lstechsupport.info. taking a while for it to send info, it's just send info. So, because I'm still able to see the old extension, this is where we would go on pause and send this to specialist tech support to diagnosis and they would get back to me in like 48, 72 hours or some shit like that, right?
23:00
Speaker 1
Uh huh. Indeed. Okay then, I'll just leave your tickets here open. You're welcome. Bye for now, Davis. Bye bye. [silence]
25:00
Speaker 2
Okay. I guess we'll do that method. I appreciate it. Alright, bye bye.
25:00