V2 Rubric Detail — 41aac990-6511-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 21:13
Duration
29m 33s
Contact
Manuel Cuedas
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133028
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: split wi-fi bands_MX6200
⚠ 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
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall76.5% (+20.5)

V2 Grader Summary

The agent correctly diagnosed and resolved the configuration issue by guiding the customer to rename the 2.4GHz SSID via the web UI, using appropriate tools and accurate information. However, the resolution was not fully confirmed with the customer, and communication lacked full empathy and comprehension checks, resulting in a partial resolution.

V1 Case Analysis

Customer missing 2.4 GHz SSID after modem change. Agent accessed router admin (192.168.1.1), reset admin password via recovery key, renamed 2.4 GHz SSID. Issue likely resolved but not validated.

Troubleshooting Steps
  • Collected customer name, email, and router serial number.
  • Instructed customer to access router admin page via http://192.168.1.1 and bypass SSL warning.
  • Guided customer through admin password reset using the recovery key.
  • Navigated to Wi-Fi Settings and renamed the 2.4 GHz SSID.
  • Applied changes and confirmed new SSID appeared in Wi-Fi list.
Key Observations
  • Agent correctly guided customer to access router admin via http://192.168.1.1, consistent with KB guidance for Velop routers.
  • Admin password reset using recovery key was accurate and aligned with KB instructions.
  • Renaming 2.4 GHz SSID to restore visibility was the correct technical solution for the reported issue.
  • Agent incorrectly stated there is a reset button on the iPad [12:00], which is not supported by any KB or device documentation.
  • Agent repeatedly confused admin password with Wi-Fi password [11:00, 14:00, 15:00], causing customer confusion.
  • No validation was performed to confirm devices could connect to the new SSID, leaving resolution unconfirmed.
Positive Highlights
  • Collected customer name, email, and serial number early in the call, supporting case documentation.
  • Correctly instructed customer to access http://192.168.1.1 and bypass SSL warning, consistent with KB guidance.
  • Accurately guided use of recovery key to reset admin password, per KB instructions.
  • Successfully directed customer to Wi-Fi Settings and renamed the 2.4 GHz SSID, addressing the missing network issue.
  • Clarified that splitting Wi-Fi bands does not reduce speed [07:00], providing correct technical context.
Agent Errors / Gaps
  • Incorrectly stated there is a reset button on the iPad to reset the password [12:00], which is factually incorrect and not supported by KB or device capabilities.
  • Repeatedly conflated router admin password with Wi-Fi password, leading to confusion about which password was being reset or used [11:00, 14:00, 15:00].
  • Did not validate that any device could connect to the new SSID after changes were applied [24:00–25:00].
  • Allowed long silences without explanation or guidance [09:00–13:00], reducing call efficiency.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent guided customer to rename 2.4GHz SSID and apply changes, but did not confirm successful device connection to the new network; customer never confirmed resolution.
R2 Met Diagnostic thoroughness conf 90%
Agent identified missing 2.4GHz SSID, directed customer to router UI, verified band settings, guided renaming, and instructed to apply changes — a logical sequence advancing resolution.
R3 Met Correct resolution path conf 95%
Issue was configuration-related (missing SSID); agent correctly pursued self-service fix via web UI rather than RMA or escalation, appropriate for in-warranty product.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified symptom (only one visible network), asked about purpose of second network, diagnosed need to split bands, and confirmed action plan — logical diagnostic process.
T2 Met Appropriate tools / resources used conf 95%
Agent used correct tool (local web UI at 192.168.1.1) to access WiFi settings and make configuration changes, which is the standard and appropriate method.
T3 Met No misinformation conf 95%
All technical steps (accessing 192.168.1.1, splitting 2.4/5GHz bands, renaming SSIDs, keeping same password) are factually correct and align with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general direction but had long silences, unclear transitions (e.g., sudden shift to password reset), and no initial framing or call structure.
C2 Partially Met Confirmed understanding conf 85%
Agent used plain language but gave confusing instruction ("reset button in the iPad") and did not consistently verify understanding despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, performed troubleshooting steps, and did not transfer or abandon responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent gave immediate next step (check iPad WiFi list) but did not set a follow-up timeline or offer callback if issues persist.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not express empathy or acknowledge frustration, but remained polite and solution-focused; no discourtesy observed.
X2 Partially Met Tone & rapport conf 80%
Agent adapted somewhat to customer’s pace but repeated instructions without confirming comprehension, missing cues of confusion.
X3 Partially Met Overall experience conf 80%
Customer had to manually enter IP, navigate UI, and retype serial number; agent could have reduced effort by providing clearer guidance or remote tools.
Call Transcript49 turns · 54 lines
Speaker 2
welcome to Linksys 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 to register your product please visit register.linksys.com please have your device serial number ready For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available, depending on the issue. Hi, thank you for calling Linksys Tech Support. This is Rio. How can I assist you today?
00:00
Speaker 1
Uh, I bought it not too long ago, maybe less than a year or something like that. Anyways, uh, everything was working fine, but then, uh, I ended up we getting a different modem from, uh, Cox and that kind of reset everything. So in the mother node, I had two, uh, networks and one of them is gone. And I need the second network. So I'm having issues and I need assistance. Yes, no, the Wi-Fi name, there's nothing in there, all it says is there's only one. When I went to the give me a second, I went to the app. Uh, Eero. Uh, uh, Linksys. I go to the Linksys app.
01:00
Speaker 2
[ silence ] Mm-hmm. Mm-mm. Mm-mm. [ silence ] Mm-hmm. Uh [ silence ] my means of uh second server uh you mean the child node is not working or the wifi name? [ silence ]
01:00
Speaker 1
Before it will lock up and it'll go to my, it says the nodes, Wi-Fi, and there's only one, one network. Well, no, it shows two nodes showing, but on the Wi-Fi, there's only one, one network, and I need the second network. [silence] cock spur [silence] Yes. Linus Sparrow. Talks. [silence]
02:00
Speaker 2
one node showing what Wi-Fi name are you um I'm sorry you do have two Wi-Fi names what's the Wi-Fi name for the other one okay and the other one is [silence]
02:00
Speaker 1
well it uh it's directly in there it's uh it's plug into the TV. because I got this other big box in there I get a modem, okay? and the modem is plugged directly to my TV so there's no biggie. So my Wi-Fi from the modem goes into the motherboard directly. and I used to have two two of them. what's that? uh it's it's white. it's working, but I'm just I'm just missing the second network. I could watch it Whoa. I. okay
03:00
Speaker 2
do you know what the Wi-Fi finding for your Internet Just confirming sir because I'm really quite confused what this Wi-Fi name you're referring to cause if it's
03:00
Speaker 1
you know okay all right so the talks okay goes directly into my modem right the then from the modem eh my TV is uh directly plugged in okay so I don't need that but the the internet goes from the Cox modem into the purse of the mother node okay and the mother the mother node in there once we set it up we set it up with two different networks because my ring works on one and the rest the other sub works on different one okay and I needed the 2.5 I needed the 2.5 okay so I split it up
04:00
Speaker 2
it's the Cox Wi Fi name. Meno, what's the purpose for that second Wi Fi? Okay. I got it. Sir. Yeah, that's why. All right. I was, okay.
04:00
Speaker 1
[KEEP_UNCERTAIN] yes yeah that yeah the 2.5 and right now like said i uh when i go into it and the the it's not there because let me see give me one second you have the node uh uh let me see uh that's not and then let's go on the cocks uh yeah i got my i got my uh i got my uh my uh ipad okay it's uh manuel quaveus
05:00
Speaker 2
[silence] Meaning to say you wanted to split the Wi-Fi bands. So that you'll have the 2.4 and a 5 gigahertz Wi-Fi bands. Okay. [silence] Uh. 2.4. Oh, yeah. Yes, sir. You can you can split the Wi-Fi band using the linkages web interface. Do you happen to have a computer or a laptop? Okay. Sure. That's much better. Now for us to pursue this sir, let me create first a record for you. This will be very quick. May I ask you your first name and last name?
05:00
Speaker 1
Manuel Cuevas, C-U-E-V-A-S. chopper, M-E-C-H-4-1 at Gmail.com. Okay, for the mother node, the parent node, let me see. I think I took a picture of it. Let me, one second, course director number.
06:00
Speaker 2
Sorry, what's your last name? Can you spell your last name for me, sir? How about email address? Great. Can you confirm to me, sir, what's the serial number for your links device, please? Just the parent note Yeah Take your time.
06:00
Speaker 1
Right? It's uh, five, eight, whiskey, one, zero, mike, two, eight delta, zero, two, eight, nine, six. Well, let me ask you a question. Okay. If, okay, if I split the network into two different uh networks, is it going to make it slower or, no? Okay.
07:00
Speaker 2
Yes, sir. Yep. Okay. Bear with me. Let me just save it here. Sir. Yes. No, sir. It will not.
07:00
Speaker 1
Okay. How do you, what do you mean it's connected right now? Let me see, okay, give me a second. Let me, okay, what do you want me to comment type? I'm, I'm using Firefox.
08:00
Speaker 2
All right, so uh sir, before we proceed, by the way, kindly try to connect your iPad to the Linksys Wi-Fi. Okay. All right, if it's connected, can you try to open a browser please? [silence] Uh once you've um you know what browser are you currently using? Okay, all right. Now, in uh the top of the uh browser, sir, in the URL box can you put there the IP address 192.168.1.1. [silence] Can you see there the IP address applause.
08:00
Speaker 1
Okay. 192. 1, 9, 6, 8 1 one one. This connection is untrusted. Go back or accept. This is... this is this connection is untrusted. Go back. The owner of 192.168.1.1 has configured their website improperly to protect your information. Yeah, click advanced and it says, error, uh SSL, SSL error bad certification view site anyway. Okay. Yeah. view site.
09:00
Speaker 2
two. That one, six, eight. That one dot one. What's the options that you do have there? You need to bypass that. Do you have an option advance? Do you see an option continue? Oh, yeah. View sites anyways. [silence] uh-huh. Okay, and try to log in using the router password, please.
09:00
Speaker 1
[silence]
11:00
Speaker 2
I'm sorry if by chance or that the router password, it's not letting you uh continue, you can just reset the router password sir, so you can create a new one. Because router password and Wi-Fi password is different. Router password and Wi-Fi password are different. That's not the password that's not the router password
11:00
Speaker 1
Okay, all right. Give me a second. You got to give me a flashlight. No, so I can see, uh, the, the deal. Because the, the, the rotor, it's on the back. Okay. So, you said, you said a reset. Okay. Oh, Okay. All right.
12:00
Speaker 2
[silence] [silence] [silence] Try to reset, sir, so you can create a new one. [silence] [silence] [silence] [silence] I'm sorry. What do you want to do with the flashlight, sir? [silence] [silence] You don't need to press anything in the router, sir. Do not press anything. [silence] [silence] There is a reset button in the iPad, sir, so you can reset the password. It's not in the device. [silence] Is there a reset button in the iPad in the browser?
12:00
Speaker 1
Yes, you said password. Yeah, yeah, we set password. Okay. Okay. All right. It says we should, no, it says, I guess type in the recovery key. Yeah. Yeah I got it. Okay, okay, it says create a new admin password and hint.
13:00
Speaker 2
Do not touch the router, sir. Yes, click that please. Yes, recovery key is at the bottom of the link. We started node. It's a number.
13:00
Speaker 1
uh, uh, uh, uh, uh, uh, uh, uh, uh Now, is the admin password for the mother node, right? Uh, the admin password is gonna be just for this, for the mother, right? Okay, give me a second. Yeah, okay. So I can log into, and let me see, the mother.
14:00
Speaker 2
I'm sorry sir. The router's password sir is your login when you wanted to log into your links is account.
14:00
Speaker 1
So the admin password okay. So this is just to log into the account, it's not for the network, right? Okay. So, okay, so I know. Call from the radiance, loose. Call from the radiance, loose. [silence]
15:00
Speaker 2
Yes, that's not a Wi-Fi password.
15:00
Speaker 1
Call from Erray, loose. Yes. Yeah. I got, I got the, I typed it in. Now, hit, turn. And then hit reset once I, type it in, right? Okay, it's loading up. Yeah, I'm in. Give me one second, man. Yep.
16:00
Speaker 2
were you able to create a new router password now? sir Yes, sir. So, how was it? Are you in the dashboard now? [silence]
16:00
Speaker 1
Links is mother now. So this is it's passwords for your mother. Do me. I'm sorry. Bye. Yeah I'm logged in.
17:00
Speaker 2
OK if you're OK, if you're OK. Are you logged in? Hello, sir. Yeah, yes, I'm still with you. OK, uh, once you are already in the dashboard, sir, uh, the left corner, you will see there the icon and second to the last icon, do you see there Wi-Fi setting? [silence]
17:00
Speaker 1
yep okay okay I see the settings where says wifi settings 2.4 uh gigahertz uh and the 5 gigahertz yeah uh the you see what's what was weird on on this one is got it's got it's got the 2.4 the 5 and the 6 gigahertz and all of them it's got the same uh name yeah yeah Okay, uh so what is the six then?
18:00
Speaker 2
Okay, try to click that one, please. And then, tell me what do you see after you click that one? the 5. Okay. the wifi name. Yes. All right. So all you need to do, sir, do not touch the 6G band. You don't need to change that. You just put a label for the 2.4 and the 5. You can rename them so that you can identify that that is the 2.4 and that is the 5.
18:00
Speaker 1
okay. okay. so, so i'm leaving the the name lynx sparrow alone on the five. so the only one i'm going to be changing is the 2.4. Yes. i'm changing the name on that one. just from lynx. spacst, i'm putting just cocks sparrow. okay. And give me one second. there. uh so the cocks
19:00
Speaker 2
That's for the advanced devices. But there no, there's no devices that are compatible yet for that. Wi-Fi. The 2.4, correct. So you you wanted to have different Wi-Fi password for the 2.4 and the five gigahertz? Okay. Yeah. Go ahead. Okay. Then are you good already?
19:00
Speaker 1
Yeah, let me see. And I got it right here. It took a picture of the characters that I can have. Uh, where are you? [silence] um there it is and then the pass for cocksparrow so vipers I can have that character I think that's it. uh huh tock shelf row. for the passwords. Vipers. for for one question mark. Okay, Camper. U.S. four one question mark. Okay, so we've got that one. Actually, Yeah, it's the same password. Okay. Well, I'm keeping the same password because of the character outside. Okay.
21:00
Speaker 2
Yeah. Everything okay? You think.
22:00
Speaker 1
okay, so hit apply. uh, when I hit apply, it says, it says you're updating your wifi, uh, wifi name cocksperrell. there's a password. uh, yeah, which is the same. hit yes, then hit OK. applying changes, router has applied... okay. okay, it went through. now what?
23:00
Speaker 2
Can try to hit apply sir apply and okay. and then you. Yes sir. Okay, you can try to check sir in your ipad. You can go to settings and then wifi. Check the uh the wifi name that you've.
23:00
Speaker 1
okay, let me one second. There we go. going to settings, Wi-Fi okay. we've got cocks shill, let's ask you for the password, okay. they correct password for cockpit [silence]
24:00
Speaker 2
renamed earlier. If it will show [silence]
24:00
Speaker 1
It's still trying to catch up. I don't know what I'm doing.
25:00
Speaker 2
How was it now, sir? Were you able to connect now? Okay. You can try it. Yeah. Then you can try to open other browsers.
25:00
Speaker 1
uh... So okay gets picked up the, uh stuck that. So, yeah. Okay. If, uh see right now, uh Well, let me see one more thing, because all this is tied up to one of my, um, Why are you staging things
27:00
Speaker 2
Okay, all right, so yeah. Your old Wi-Fi that you've been uh wanted to get back? The 2.4 is already uh showing now. So if you want to connect your other devices to the 2.4, that's the Wi-Fi name that you are going to click so that they'll be disconnected. Okay? All right, So, yeah. Mm-hmm. are are go 168.1.1 okay yes sir you're welcome so everything is already good sir and if you need again further assistance do not hesitate to call us back here okay this is Rio from Linksys [silence]
27:00
Speaker 1
Yeah. Uh, uh, uh, let me ask you a question real quick. Uh, as, did I register my uh, equipment? Was it, had you registered? Was my equipment registered? Okay. All right. Thanks. Okay. Thank you. Bye. You too. Bye. [silence]
29:00
Speaker 2
have a nice day sir. all right, go ahead. I'm sorry? did you what? Um, you don't need to register your product anymore sir. Uh-huh, it's already in the system. You are welcome. Have a nice day ahead Sir ka, bye-bye.
29:00