V2 Rubric Detail — 3e9e9926-6a97-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 21:55
Duration
51m 7s
Contact
Ximena Lahiere
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133833
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: LN1101_wants to change the wifi settings
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall85.2% (+29.2)

V2 Grader Summary

The customer successfully changed their Wi-Fi name and password, connected multiple devices, and confirmed internet access — achieving full resolution. While the agent created minor friction by requesting a screenshot, they provided accurate, step-by-step guidance, maintained ownership, and demonstrated empathy. The interaction concludes with confirmed success, warranting a 'Successful Resolution' outcome.

V1 Case Analysis

Customer installed new LN-Z360 router; wanted to retain previous Wi-Fi SSID/password. Guided through local login (192.168.1.1), changed SSID/password for 2.4 GHz and 5 GHz bands, and confirmed device connectivity. Ticket LTS00133833 created; customer asked to provide proof of purchase for warranty validation.

Troubleshooting Steps
  • Collected device serial, model, and contact information
  • Instructed customer to access router admin page via 192.168.1.1 / myrouter.info
  • Guided through login, admin password creation, and navigation to Wi-Fi Settings
  • Changed SSID and Wi-Fi password for both 2.4 GHz and 5 GHz bands and applied changes
  • Confirmed device reconnection and internet access on multiple devices
Key Observations
  • Agent incorrectly stated warranty status as 'out of warranty' without verification
  • Call was inefficient with repeated instructions and long pauses
  • Agent correctly guided customer through Wi-Fi configuration and confirmed connectivity on multiple devices
  • Warranty status remains unconfirmed; agent requested proof of purchase
Positive Highlights
  • Collected all required customer and device information
  • Provided correct local access URLs (192.168.1.1 and myrouter.info)
  • Correctly explained dual-band Wi-Fi settings and guided customer to change both 2.4 GHz and 5 GHz SSIDs/passwords
  • Confirmed device reconnection and internet access on multiple devices
  • Created a ticket and provided the number to the customer
  • Requested proof of purchase to validate warranty, aligning with protocol
Agent Errors / Gaps
  • Incorrectly stated warranty status as 'out of warranty' without verification
  • Repeated instructions unnecessarily (e.g., multiple times to type 192.168.1.1)
  • Did not clarify that myrouter.info is the preferred URL for LN-Z360 per KB

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms devices are connected ('they're all showing so far connected'), successfully changed Wi-Fi name/password, and has internet access; issue fully resolved by end of call.
R2 Met Diagnostic thoroughness conf 90%
Agent guides customer through Wi-Fi connection, accessing router UI, changing SSID/password, and reconnecting devices — all relevant, logical steps that advanced resolution.
R3 Met Correct resolution path conf 95%
Despite initial warranty confusion, agent continues troubleshooting and provides full configuration support, aligning with best-effort OOW standard even before proof of purchase is confirmed.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identifies core symptom (can't use old SSID/password), confirms device model, verifies connectivity, and systematically guides reconfiguration — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools needed; agent correctly uses standard web UI access (192.168.1.1) and interprets interface options accurately without misdirection.
T3 Met No misinformation conf 95%
Instructions for changing SSID, setting password requirements, explaining dual-band operation, and using myrouter.info are all technically accurate and KB-aligned.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent lacks strong opening framing and has awkward silences, but maintains general direction and completes the process without losing control.
C2 Partially Met Confirmed understanding conf 80%
Agent uses clear, simple language for technical steps but does not adapt to customer’s brief Spanish use or confirm understanding after key actions like forgetting networks.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case throughout, does not transfer, and follows through on configuration and validation despite interruptions.
O2 Partially Met Proactive follow-through conf 75%
Agent asks for screenshot reply but provides no timeline or follow-up commitment; next steps are implied but not clearly structured.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this is confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolved in-band.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent thanks customer for patience, acknowledges effort ('thank you for patiently operating'), and closes politely — demonstrates sincere appreciation.
X2 Partially Met Tone & rapport conf 80%
Agent maintains consistent pace and tone; while not switching to Spanish, continues guiding effectively and checks progress regularly.
X3 Partially Met Overall experience conf 75%
Requesting proof of purchase via email adds effort, but agent avoids re-asking known info and performs most actions guide-on-the-side.
Call Transcript82 turns · 90 lines
Speaker 1
[silence] Uh yes. Hello. I'm I'm trying to I just got a new uh Linksys router and I'm I installed it and I'm trying to connect it but it's um I think in it set up a[silence]
00:00
Speaker 2
Welcome to Lynx is 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 register.Lyxis.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. 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. Thank you for calling, Lyx. This is Skylar, how may I help you?
00:00
Speaker 1
A default Wi-Fi right name and password a new one so I used to have a different um a different uh name and SSID and password, so I cannot use that anymore, right? Is that because I thought it was I was going to be able to use it but then since I was only changing the router, not the modem, but it comes to a default, hmm? Yes, I'm going to, yeah, I want to be able to use that. I thought I was going to be able to use the the the name and password I had for my previous one, but I think by changing the router, you cannot do that, no? Okay.
01:00
Speaker 2
Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Think about it. All right, go ahead. So, you want to like, um, change the Wi-Fi settings into like more personalized or customized? We can change the settings on the RADAR Man. Okay. But before we, um, like continue, um, let me just grade a record for this. How to call this before?
01:00
Speaker 1
No, this is the person. um, at the bottom, the bottom is the serial number and the model name is Nick's password. The serial number would be, go down one sec. I need to take a picture. It's too small. The serial number would be 60z C10M12E02097.
02:00
Speaker 2
Alright. Okay, can you have the model number and serial number of your Linksys router? You can check that at the bottom or at the underneath. Okay, let me check if I got it correctly. Is it six zero?
02:00
Speaker 1
Yes. Mm-hmm. Yes. Mm-hmm. Yes. Um, where did I see that? My mobile number is L and OK. I see L and then it's Nancy. One-won-0-0. Only one. Like spectrum. 614-208-2831.
03:00
Speaker 2
and then is it c for Charlie and then one zero m for Mary one two e for Edward zero two zero nine seven and what is the model number um same thing mom right okay and how many nodes or how many lenses device do you have only one who's your internet service go better okay great job and can I have also your phone number ma'am and how about your first name and last name
03:00
Speaker 1
Jimena la مارس. First name is X I M E M E N E. Last name is L A H I E R E. No, no, no. Ecstasy
04:00
Speaker 2
Can you spell it, ma'am? Your name? Okay. Again, first name is H-I-M-E for Edward and A. Okay. Uh-huh. Uh-huh. Uh-huh. And how about your... So, um... Ximena, right? With an X. How about your last name? L-A-H... Okay. And how about your email address?
04:00
Speaker 1
Michael Nancy Zebra. Yeah, yeah, yeah great. Yeah, everything is a computer, TV, phone, pens white.
05:00
Speaker 2
Okay. So again, that's your first name, x for x-ray, I for India, M for Mary, E for Edward, N for Nancy, A for Apple, dot Menezes@yahoo.com. All right. And what are the devices connected to your network, mam like phones, TV? Okay. And what is the color of the light that you have on the router, ma'am?
05:00
Speaker 1
When? yeah which one? This one, the one that I just bought? I bought it, it arrived today. I just, yes, Amazon Amazon. Apple. Amazon. Apple.
06:00
Speaker 2
okay only one linkage device okay okay so we can like use a device that is already connected to the network, ma'am to change the Wi-Fi setting, okay? Right. But before we start ma'am with any troubleshooting it shows it here in our record that your router, the LN-LN-Z360, is already out of warranty okay? Okay? um you just bought this router? Okay, uh where did you buy it? Like Amazon or is it eBay or is it any Amazon? Okay. Um [silence]
06:00
Speaker 1
All of this, all of this right now, when we're on the phone, or? I just bought this device. I bought it, I received it today. So I cannot be out of warranty. A couple of days ago on Monday? Yeah. This is, I don't know. This is a screenshot of the, the same screenshot of what I got today. This,
07:00
Speaker 2
um, yes, madam, if this is okay. You said when did you order this? When did you order this, madam? That's on the 15th.
07:00
Speaker 1
[KEEP_UNCERTAIN] I don't know what uh what what what t type of I don't know what you want. The screenshot? Yeah, but in the meantime I need to get these work. Why okay I'm gonna do that. But this is the first time I've ordered details, okay? Okay, it's order details, links. Okay. I got okay. I have the screenshot, so where do I send it? [silence]
08:00
Speaker 2
Yeah, the screenshot of the order details, okay, of this browser. I'll send you an email ma'am and then just reply to that with the attachment of this screenshot, okay, of the purchase order. Okay, I'll then.
08:00
Speaker 1
I don't even know if I would be able to send that. I don't have, on my computer, though, my laptop, I cannot connect to the Wi-Fi because it's not, my router is not working. Yeah. Yes. No. No sound in the window.
09:00
Speaker 2
sending the email OK for a moment. no need ma'am OK. so again oh you're using right now a laptop or just phones? OK do you have your laptop right now? OK um this laptop is it Mac or is it Windows? OK. you already take a picture or you've taken a picture of the
09:00
Speaker 1
Yeah, I believe so. I don't know, it's my work computer, so I believe so. Yes, I clicked on it. Just I know. Uh, none and it says turn on Wi-Fi to connect to an available Wi-Fi network, but it says manually It says no Wi-Fi network found Yes, it is on Okay, okay, let me let me, uh, let's go into the privacy settings.
10:00
Speaker 2
on your computer right now, I'm, again, this is Windows 11, correct? All right. On your computer, on the lower right hand side corner, can you see there the Wi-Fi icon? When you click on that, ma'am, okay, what um names that you can see it there? No available Wi-Fi network. Ma'am, is the Wi-Fi on on this computer?
10:00
Speaker 1
Restart here. I'm gonna restart. Give me one second, please. Okay, now I see the the the available networks. I'm sorry? Yes. But which which one? Because I thought I was gonna be able to use the one the the same name that I was connected on my previous router, but it's creating a new Linksyts now? Is that a new one? I should use that one? Okay. Okay. Okay. Yes.
11:00
Speaker 2
Can you see the the name of the network that's found on the bottom of your router? Can you see it on your laptop? Since it's detected now the network. Okay. Try to connect to that name. Yes, ma'am. Yes, yes for the meantime, okay? Try to check it at the bottom of the router, right? You have the at the bottom. There's a wifi name and there's a name and a password. Can you see that name on the your laptop? Okay? Try to connect to that name.
11:00
Speaker 1
It's asking me for a password. So, should I enter the password that's on there? Yeah. Okay. Okay. I got it here. But I want to change that. Right? Afterwards. D. D. Okay. 7w2d. Okay. Okay, it's connected. It's just connected. Okay. It's connected now. Yeah. I'm sorry. Was it me? Yeah. Have you called yet? [silence] We're trying from this side to. We're trying from this side, too. Okay. So, how much you being charged or something? [silence] Yeah. Do you have the login? The last one only? What about Wi-Fi now? Is it still the same? Oh, I have internet. Yeah. It should be. [silence] Hey.
12:00
Speaker 2
Use the password same this thing, the one that's at the bottom of your router. Same this thing. yes. After this, ma'am. okay, it's connected. okay, there's nothing ma'am. check if it is online? Check if it is online. Check if you can access the internet.
12:00
Speaker 1
Okay, if I can. Okay, if I can. yeah, I got it. okay. I'm Google Chrome and then I see the 3 dots and now I click on the 3 dots and then what do I do? okay. I got it.
13:00
Speaker 2
Okay, can you check your email if you received an email from us, from links? All right. So you can do that. And then after that one, ma'am, open a browser like Google Chrome. When you click on Google Chrome, on the upper right hand side corner, you can see there are three dots, right? Click that icon, three dots, and then kindly click on new incognito window. Click on new incognito window. [silence]
13:00
Speaker 1
I get it. yes. Uh-huh. 192. I'm sorry, 192, then? .168. Okay. And enter. It says your connection is not private. Um, okay.
14:00
Speaker 2
Okay. And then once you open the new Incognito window, on the address bar, type these numbers 192 dot 168 dot 1.1. Yes. Not private. Click on Advanced. When you click on Advanced, just click on proceed.
14:00
Speaker 1
okay okay says checking internet connected and it says enter your router's password right so I enter eight again I wonder it huh so enter the password right? okay okay okay okay next okay I know it says personalize okay okay English okay let's go ahead and go
15:00
Speaker 2
okay. try to use the password. use the password same thing, the ones at the bottom of your router. yes. yes. okay, create a new router password ma'am.
15:00
Speaker 1
Also, can I also change the Wi-Fi name or no? Okay, okay, okay, okay. okay, lo- okay. and went one special character also. okay, I got it. then next. okay. it says guest network turned on guest network that create a separate Wi-Fi. one moment. it says guest network back and next turned on guest network to create a separate Wi-Fi network for the guests. okay. this night mode.
16:00
Speaker 2
later ma'am, we'll do that later after we open the page of the router okay so create a password at least it should be at least 10 characters one special character and then letter should be at least one capital letter yes yes okay what options do you have then um just just leave it off and then click on next [silence] yes okay [silence] now make sure that the uh that you have check on that you kind of block [silence] the [silence] okay thank you
16:00
Speaker 1
[silence] enable night mode to turn up no lights automatically from uh okay. And next? Okay. It says saving changes. Saving changes. Saved. Okay, it says Linksys 02097 is ready. Connect your devices to your new Wi-Fi. Finished? It only says Linksys OS 02097 is ready. Connect your devices to your new Wi-Fi. And then the only option I have is finished.
17:00
Speaker 2
No, just, just click on this able, just skip it disable. We go next. then what's on the screen right now? Hum? What options do you have right now? Hum? Okay, click on finish.
17:00
Speaker 1
OK. It says, enjoy your Wi-Fi. To configure advanced settings, visit www/my router.info on desktop or desktop or computer. OK. Press space to play, right? Try checking the network cables. It's giving you a little dinosaur walking and it says, press space. I press... I don't know. It says, try checking the network cable, model and router, reconnecting to Wi-Fi. What one? That one.
18:00
Speaker 2
Okay. I mean, I click on that my router, that info. Then what connection do you have right now? What options do you have on the page? [silence] [silence] All right. then this um, on the address bar again, please type again, 192.168.1.1. Yes. dot 168, dot 1, dot 1. [silence]
18:00
Speaker 1
okay. Uhm it's giving me the the taking me to the next room. Should I open, I'm going to open a new window then right? Because it's giving me if I try to do it on the same window it's not taking me anywhere. Okay, when I open one, it takes me to the info meal okay. Let me see 192.168.1.1. And no it says, give me the little dinosaur and says press space to play. Checking the network cables modem and router.
19:00
Speaker 2
can you try to open another window or type new page or new tab [silence] Yes. And then on the other body ago, and tap the numbers 1 9 2 dot 1 6 8. 1. 1. [silence] Okay. [silence] Myam, [silence] um, just to check, on the lower right hand side, could
19:00
Speaker 1
, uh, let me see. the Linksys right Linksys. is secure connected connect, no, no, connect, no, I have to click connect right now. Again. okay. You can't connect to this network and connect to this network. let me go back. Linksys connecting, connect. is connecting, this is can't connect to this network and
20:00
Speaker 2
Yes. Click on connect.
20:00
Speaker 1
Okay Wait One second. Network and internet. Okay. Okay. I'm there. This is network and internet. Okay. Okay. Okay I see the link. This is I like I went to I clicked on it and then I think I.
21:00
Speaker 2
You can right click the Wi-Fi icon. After you connect, right click and click on Network and internet settings. Yes, and then select Wi-Fi. And then under, after you click on Wi-Fi, look for manage known networks. Okay, highlight that name and click on forget. Click on forget.
21:00
Speaker 1
I have to do it again. I don't see it now. I've managed all the networks. Links it's forgot. Okay. Okay, I like that it's just like it. Then okay. Okay. Okay. Aren't we? Okay. They're asking me for the password again. So I'm going to enter the password. Oh no, the new password. The new password? The new password? Okay. That's the one I remember.
22:00
Speaker 2
Yes. Uh, yes. And it. Then can you closed this page? And then right click, um, go back to the wi-fi icon, then kindly reconnect to linksys. Yeah, tap the password. Uh, yes. No. uh, uh, uh, uh, uh, try the old password. The one that's underneath of the router.
22:00
Speaker 1
It's asking me for the password. Is this everything? Correct. Should I try the new one? [silence] ... checking network requirements. Okay, it's connected now. Okay, I don't know. 192.168. Amen. Okay. It's yeah, okay, so now I see the screen that says link systems, Linksys Smart Wi-Fi, access router, sign in. Okay. Okay. Sign in. Okay.
23:00
Speaker 2
ok, can you go back to the encode window and then access again 192.168.1.1, ok, can you type the, um, try to use the password you've just created.
24:00
Speaker 1
incorrect password. See the let me let me okay okay okay okay I think that one's work indicates waiting and I see a different screen still waiting till thinking okay I see network status links is home networking and the league and they're
25:00
Speaker 2
Okay, how about try to use now, use the password, same thing the one at the bottom of the router. Try to use that password. Okay. Okay. You're now under links of smart Wi-Fi. You can see the link of smart Wi-Fi tools, right?
25:00
Speaker 1
Where I what's the page, I see a menu on the left side that says smart Wi-Fi tools, device lease, guest access, parental controls prior. 100. hmm. No. Well, no, I not seen it. see a menu on the left side and then I see some little screens on the right side that says network status. Click this. Yes, I scroll down. Okay. Okay, there's the little letters. Okay. Yeah. Okay. CA, okay. I see. Click there. CA. [silence]
26:00
Speaker 2
What's on the screen right now? What's on the page?
26:00
Speaker 1
Okay. Oh, okay. Okay. Click there. Okay, and then yes. Okay.
27:00
Speaker 2
all right after you click on C. can you go back? I can click on Wi-Fi settings on the left side of the screen. Click on the C. Yes. And then Wi-Fi settings. After you click on Wi-Fi settings, you can see there.com 2.4 5 GHz, right? Okay, and that thanks ma'am. You you this time you may now you can now rename the the Wi-Fi name.
27:00
Speaker 1
I'm just entering the name first. Okay? Yes. Okay. I'm sorry? Yes. Yeah. And then I changed my mind. Yes. Oh, yes, yes. Okay.
28:00
Speaker 2
We have there 2.4 and 5. How about the password? Are you good with the password? Okay, make sure you remember that information like password and "Name." Is that under 2.4? How about the 5 GHz? Do you want to change it? Okay, under the wireless settings, ma'am, you have there 2.4 GHz band, right? And then below that, there's an yes. You have there you have also 5 GHz, right? Okay, do you want to change that name?
28:00
Speaker 1
Okay, so, grape squeaks, grape squeaks, so escape stooge squad, and then the password could be the same, okay. Um, okay, let me take a picture of the screen, so I remember, okay. got, got it. I. I changed the password.
29:00
Speaker 2
Your router, ma'am, is a dual band router. It broadcasts two bands. One is 2.4 and one is 5. So you can, you can also rename the 5, man. But you can you can use the same Wi-Fi password. Yes, yes. You can make it different name. Yes.
29:00
Speaker 1
Okay, and if you're updating legacy Wi-Fi settings, and you want to. No. It gives me the name for voice and and the password. Okay. Your router is updating changing. The action is performing coarse device with temporary loose connectivity. This may take a few minutes. Please click, I, click okay. Mm-hmm. [silence] Do you have another question? [silence]
30:00
Speaker 2
yes and after you change the name you click on apply [silence] yes you click ok [silence] yes [silence] yes click on ok yes [silence] then after you click ok ma'am [silence] um try to check your laptop will be disconnected from the network [silence] check now um under the wi-fi click on the wi-fi icon and then check if you can detect the new name
30:00
Speaker 1
Okay, it's still saying waiting, it's still I keep thinking then, okay. But it says router not not found. You're not connected to router. Is that okay? Okay, so retry or? No. Okay. Okay, so it could be either or both which one is this to connect the? Okay, I'll try the first one, and then connect. Enter the password. [silence]
31:00
Speaker 2
that you have just created. Yeah, that's okay. Try to check now the Wi-Fi of your laptop. Yes. That's okay. Now, do not click on return. Just go to your Wi-Fi and then reconnect to the new network name. Yes. Yes, ma'am. 2.4 has a higher range but a bit lower speed. On the 5, it's higher speed but it kinda lower range, shorter range, okay? Yes, that's the new password.
31:00
Speaker 1
Yeah. Flight. Okay, that's correct. Just waiting. Connected. Okay. But the Wi-Fi is connected. My iPhone. My, let me see. I'm going to connect it to the net. Okay. Okay. Uh-huh. Okay. [silence]
32:00
Speaker 2
okay. it shows connected. Check your iPhone right now or your other wireless device. Or other wireless device on your network that you're going to connect them. You may try to reconnect it now to the network on the name and password, okay,
32:00
Speaker 1
one question. Can I be connected to one of the Wi-Fi and then somebody press and to the other or, no? in my house or? hmm? Like, we create a two, like one, for four gig hostile. Ca we... Can I be? Okay. Okay, let me see. Okay. So I'll have to double-dever found all the devices, hmm? Okay, give me yeah, I wanna do it. I wanna do it while you're I'm online with you real quick. So I can, you can review it. Okay, John. Okay.
33:00
Speaker 2
uhm, what do you mean ma'am? like ah, you can connect, uh, either way man, either way, either oh name, you can connect mm-hmm, yes, but also man, please don't forget to reply to the email with the screenshot of the order details, okay? or the proof of purchase when you had when you bought this from Amazon. okay. okay. [silence]
33:00
Speaker 1
Okay, password is... Okay, so I should... I try to reconnect. It's telling me I'm connected, but I don't know. Let me see. Wi-Fi. But it doesn't give me the... the Wi-Fi sign on top of the cell phone. It gives me an orange dot or something. Yes. But it's not... I should normally see the Wi-Fi sign, right? The symbol. Okay. I'm sorry. Let me go to my... Um, Anna, go send you that screenshot real quick. Uh, of the order. There are many.
34:00
Speaker 2
but it shows connected already, right? We're going to check if you're online right now.
34:00
Speaker 1
oh, I need to oh, and I need to reconnect to everything. I don't know my my Amazon is giving is affecting to reconnect. Oh my goodness. One second. One second, please. Hmm. okay, what's the password here? am I needing to go to my Amazon? okay. Let me see Amazon again because it just. okay.aam. What do we do? two, three, four, one, two, three. Okay. Let me go take a nap. 23, 45, 185. Okay. Okay, so now I'm thirsty. I'm gonna get some water. I took a screenshoot. Okay, so I gotta have I gotta go to deliver today. I go click on that, one, and then, yeah, I see it, I see it. But it's just when I see, when I go to my orders, it's there, but then return orders, it says, delivered today. Your package was left. There's no issues. It says, long says, okay. So where do I get more options? Okay, let's see. I got it here. So, is that the screenshot you want or? Okay. Okay. So, I'm just taking a screenshot of this.
35:00
Speaker 2
Okay. Your purchases, you can check that on the purchase history of your Amazon account, ma'am. Yes, click the screen, take a screenshot, then reply to the email and attach this one, and then let me review if that's the correct one, okay?
37:00
Speaker 1
Okay, copy and then reply to that email. Okay, I just sent it. Okay, I just sent it. okay, you're there YouTube. I need a title.
38:00
Speaker 2
Okay, let me check.
38:00
Speaker 1
[KEEP_UNCERTAIN] Try to connect to the new Wi-Fi. Avit 2026 A or 2026B. The passcode will be given to you right away. Avit 2026. Yeah. Either one Is one upstairs or downstairs? One has more range and more speed and other has less speed and the other more speed and less range. We have to try both. Then it's avit 2408 and dollar sign. Yeah, right. It happened. Tell me Is this, you see the Wi-Fi signs?
39:00
Speaker 2
Okay, ma'am, I got it here. Yeah, this is correct now. So let me just update it here okay? So um okay, ma'am all right Uhm you may check that later ma'am once you end the call ma'am ma'amma or maybe it's not ust showing since you're in a call right now. All right. I received the uh screenshot of your purchase order uh uh but that's okay. uh all your devices now ma'mam is now connected for TV. Ma'am, while you're checking the TV, I'm going to just play you on hold for 3 to 5 minutes and I'm just going to check something here. I'll be back, okay? I'm just check your TV first. Okay. Disconnect the line and I'll be back. I'm back. Check your TV first. Thank you.
39:00
Speaker 1
¿Dónde vas para conectarte con esa... aquí en la tele, Isabelita? A ver... [silence] That's all is all telly. [silence] Thank you. [silence] yes yes I'm connecting all my TVs now I'm on the third device now because I have four, five TVs on but they're all showing so far connected yeah so yeah let me I think I need one more upstairs and that's it but then I think there's no problem connecting the I have one two three four five so let me just I'm on the third one [silence]
41:00
Speaker 2
[silence] Hello, ma'am. All right, does it shows connected? Okay, is it shows connected or is it still trying to connect? Okay. Um, okay. Okay. All right, let me try the next to the next TV. So you total of how many TVs, ma'am. Okay. Okay. Okay. I'm sorry, ma'am. Uh, yeah. Yes, let me there, Ma'am. You there?
45:00
Speaker 1
last one uh i have it here too give me one second i'm the last one uh set up connection okay this is this is the last one okay okay good then i'm finishing this one almost done um okay it's the last one No, I said we're gonna check if this is in warranty? This should be warranty, eh? under warranty? okay okay okay well thank you so much for your help and your patience appreciated okay thank you
48:00
Speaker 2
Okay. All right, so in any case, you will add a new wireless device. Just reconnect to the new name that you have created. And, so, just use the password, okay? Is there anything else, ma'am? Okay. So, anything else? Yes, ma'am. Yes. I validated the data. Is that correct? Okay. Okay, thank you also for patiently operating, ma'am, with the job that you did. If you have questions and if you need technical assistance again, feel free to give us a call and use this ticket number. I'm going to give you a ticket number. Please write this down. Okay, the ticket number is
49:00
Speaker 1
Okay, give me one second, I'm gonna write it down. Okay, what's the ticket number? LTF, I seen Fox. And same okay illuminators, okay. Okay. 833, 133, 833. Okay. Okay. Okay. Thank you so much, I appreciate your help. Thank you. Nice.
50:00
Speaker 2
Is LTS? Okay. Okay. Ticket number is LTS. No, Sam. Larry, Tangle, Sugar. Zero zero one three three eight three three. Yes. Yes, okay. And you may also check our website. That's support linksys.com. Okay? Yeah, okay, you're welcome. So thank you for calling linksys, ma'am. This is Carla. Have a great day, too.
50:00
Speaker 1
You too. Bye-bye. Thank you.
51:00
Speaker 2
I'm sorry, what do you need? You're welcome. Good bye.
51:00