V2 Rubric Detail — 43bbf126-691e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 00:56
Duration
27m 34s
Contact
George Shepherd
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133483
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: Initial Setup

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall88.3% (+24.3)

V2 Grader Summary

The agent correctly transitioned the customer from the deprecated app to local web-browser management (myrouter.local), guiding them through password creation and dual-band Wi-Fi restoration. The customer confirmed full resolution. Empathy and clear communication were maintained throughout, with no escalation needed. Minor gaps in initial diagnostics do not detract from overall success.

V1 Case Analysis

Customer lost dual-band SSIDs after app login; directed to myrouter.local, created new admin password, restored 2.4GHz/5GHz networks. Issue resolved via web UI.

Troubleshooting Steps
  • Advised switching from Linksys app to local web UI (myrouter.local)
  • Guided through creating a new admin password
  • Instructed to restore 2.4GHz and 5GHz SSIDs via web UI
  • Recommended using an incognito browser window to avoid cache issues
Key Observations
  • Agent correctly referenced the app-to-web transition per KB and provided accurate local access URL (myrouter.local).
  • Agent incorrectly claimed remote access is no longer available; KB confirms remote access via https://linksyssmartwifi.com is still supported where available.
  • Call suffered from long silences (e.g., [12:00], [22:00]) and disorganized flow, reducing efficiency and customer confidence.
  • Agent failed to acknowledge customer's frustration ('my wife's about to kill me') or provide empathetic responses.
  • No product model or serial number collected, a protocol gap given the need for model-specific guidance (e.g., SPNM6x uses myrouter.info).
Positive Highlights
  • Correctly identified that the Linksys app no longer supports advanced configuration and advised switching to local web browser management (per KB).
  • Provided accurate local access URL (http://myrouter.local) for most Velop models.
  • Successfully guided customer to restore separate 2.4GHz and 5GHz SSIDs via web UI, resolving the core issue.
  • Recommended using an incognito browser window to avoid cache issues, a valid troubleshooting step.
Agent Errors / Gaps
  • Did not ask for product model or serial number, violating protocol for product-specific support.
  • Incorrectly stated remote access is no longer available; contradicts KB which confirms https://linksyssmartwifi.com is still an option.
  • Allowed long silences without explanation, reducing perceived efficiency and professionalism.
  • Failed to acknowledge customer frustration or provide empathetic responses.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'All right, I'm in... I'm back on the network... perfect, thank you' after changing Wi-Fi settings via web UI.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through signing out of app, using incognito browser, accessing http://myrouter.local, creating admin password, and adjusting Wi-Fi bands — all relevant, sequential steps.
R3 Met Correct resolution path conf 90%
Agent correctly advised abandoning the app and using local web-browser management, aligning with official KB guidance as the proper resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (loss of dual-band networks) and applied a correct workaround, but did not ask for model number or verify current admin password before recommending reset steps.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used the local web interface (myrouter.local) and recommended an incognito window to avoid cached credentials — both correct tools for the scenario.
T3 Met No misinformation conf 95%
All technical guidance — use of myrouter.local, admin password complexity rules, recovery key location — is factually accurate and matches KB content.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent eventually provided clear step-by-step guidance but opened with disorganized questions and filler; early confusion about login state disrupted call control.
C2 Met Confirmed understanding conf 85%
Agent used plain language, confirmed browser type, explained incognito mode, and repeated key instructions — adapting to customer’s confusion and pace.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on guiding the customer to full resolution.
O2 Partially Met Proactive follow-through conf 70%
Agent gave immediate next steps and warned about child node reconnection delay, but did not offer a callback window or follow-up timeline.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff context to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with proper guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent acknowledged emotional effort: 'I know you've been with this for hours...' and apologized, showing genuine empathy.
X2 Met Tone & rapport conf 85%
Agent matched customer’s urgency, maintained calm tone, and checked comprehension (e.g., browser type, incognito window).
X3 Met Overall experience conf 85%
Agent eliminated need to reinstall app or factory reset; provided direct path to web UI, reducing customer effort significantly.
Call Transcript30 turns · 33 lines
Speaker 1
You want to Yes. It's not working. Yeah, I tried to sign off the app and it over to all okay
00:00
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. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, Press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service option, 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.
00:00
Speaker 1
Shit, so I'm gonna help this, if I can just delete all this. Because it was working great. I thought the app had to be set up. So I just logged back in the app and looked at it. Who you want. From who? Uh I don't know. I'm Logged back in. Are you Logged back in? Uh. Let's see if I saved any new gift ideas in my notes. [silence]
01:00
Speaker 2
Thank you for calling Len Coaters. This is Amy. How can I help you? Oh, yes, I was able to speak with you. Sir. Yeah. Oh, what seems to be the problem now? Uh, what seems to be the problem?
12:00
Speaker 1
Oh, I've changed them. and so it messed everything up. Is there a way to undo that? Yes, yeah. But when it asked me, it said, it said, let's set this up and it asked for a WiFi name. And I said, Shepherd WiFi. Well, it got rid of Shepherd WiFi 2.4, Shepherd WiFi 5G. It got rid of those other networks and it only has Shepherd WiFi here and it's like it defaulted to all the old stuff I had in there last night that was messing up on me. So, I need to just delete the app and restart all over again.
13:00
Speaker 2
Have you tried signing out? Like did you close the app and reopen it? yeah, because it's going to be a new, yes. Sir because actually with the app, there aren't as I've explained to you earlier, there's no advanced configuration for the app. You have limited options. So it will only set up one network for that and.
13:00
Speaker 1
which means on the computer. Mm-mm. it just says, um, it says it says it's connected to my Wi-Fi, but it's not even the right Wi-Fi. You know, it doesn't have the different channels. So, I don't know how to go back and access it. You know, it said, let's let's set up your accounts. And I thought it was just thinking it. And so, [silence]
14:00
Speaker 2
Yes sir, you may. Is there an option for you to like, uh, log in locally? Because, uh, you won't be able to access the app remotely any longer, because the remote access is no longer available. So you can only access it locally. Uh, that would be, if you open the app, is there an option for you to access local only? When you ran the, yeah, when you ran the Linus app, sir, it, um, did it ask you to log in to your Linus account?
14:00
Speaker 1
Go through and tried to set it up based on what it had in there last night I think it's way off . Yeah they were all online perfect until I ran this wafa and it messed them up that's not want to run them again . uh 2 of my read it . Some of my good, some of my red is just weird .
15:00
Speaker 2
yeah, cuz yeah, cuz actually uh maybe it was it was trying to okay? but again, um, we might encounter some issues with that cuz uh the the cloud service is no longer available. so, um, you may try uh running it again. okay? right now uh, did you have it all set up? all the nodes are are online or So they're all red okay,
15:00
Speaker 1
That one's working, hang on, that one's working. No, they're saying they're online now, but it's not the way, I need to be able to connect to the 5g and the 2.4 again. You know, it's just it's just letting them connect differently. I'll just reset it all. I can go back and do that. How do I access the user interface again? It might be a save.
16:00
Speaker 2
Is it solid red? Or is it blinking? Mm-hmm. Okay. Yeah. I guess it's, no. Uh, no need to reset it, George. Um, since they're all online right now, all you have to do is to access the user interface. So, just, uh, we won't be using the app, 'cause you wanted to separate the names. So, there's no option on that on the app. So, we need to use the, the web browser. Remember, the, myrouter.local. Um, yeah. Just go back to your computer. Um,
16:00
Speaker 1
All right. Yes, ma'am. And my wife's about to kill me cuz I got the TV off right now. Okay. So I may need to connect to the network that's showing on the app now. When I do the local what is it called HTTPS? My local router. Okay. And um do I also need to set up a saying I need to reset up a admin recovery key. I did and it keeps
17:00
Speaker 2
no worries. I know you've, you've been in, you've been with this for hours, so. oh, sorry. yeah, http, you can just, yep, Html, html, my router.local. [silence] well, you can you can just Browse to the message. well, the recovery key, if it's, if it's asking for the recovery key, it should be on the parent node, use the recovery key on the parent node. so that's the
17:00
Speaker 1
Saying it's got an error or something. Let me go back to it here. Hang on. Um, let me find my picture of it. All right, it might've worked. All right, so now saying I need to set up an admin password.
18:00
Speaker 2
Yes, you need to create a new password, that's the router password, not the Wi-Fi. So, that's a different password? [silence]
18:00
Speaker 1
We've encountered an unexpected error. Let's not let me reset it. Does it have to be so many characters or anything special? It doesn't tell me, though.
19:00
Speaker 2
uh, try again. You may, uh, yes, I think, uh, there are, um, there are settings I mean there are, uh, rules there for you to, uh, require, require, um, how many characters. So I, I think it should be at least 10, eight to ten characters. Um, one, uh, special character, and, uh, one cap, uh, lowercase, uh, upper case, one upper case, and lower cases. That should tell you there. Okay, let's just try again. Are are you using Safari, or that is Firefox? Google Chrome. Can we click on the three dots on top and just open incognito window? Incognito. Do you have an option there? Incognito window, new incognito window. And then try to type in the the link again, which is http://myrouter.local. [silence] incognito actually sir won't uh it's not gonna um save the history or something like that so yeah so it's like you conceal the identity
19:00
Speaker 1
[silence] I'm trying, uh, let's see, reset. [silence] Okay, it said it was reset successfully.
22:00
Speaker 2
Okay, are we able to log in? [silence]
22:00
Speaker 1
All right, I'm in. All right now, let's go back down to our Wi-Fi settings. Get rid of that stuff. Oh, all right, that'd be, that'll keep me from go back and change all this other stuff. Perfect, perfect, perfect. All right, let's apply this. Yes,
23:00
Speaker 2
Okay. Yes. Just go to Wi-Fi settings and from there, yeah, you can change the 2.4 as well as the 5 gigahertz network.
23:00
Speaker 1
Okay. I'm back on the network. Let's see if all is up-basis now.
24:00
Speaker 2
Yeah, it may take time for the child, for the other child nodes to connect. Okay, since we changed the wireless settings.
24:00
Speaker 1
I said, how do I tell how strong my signal strength is on each of the nodes? Like on the app, I could see each node and see, uh.
25:00
Speaker 2
Yes, I'm still here. I'm sorry. What was it again, sir? [silence] Oh, if you go to, sorry. Yes, if you go to the devices, if you click.
25:00
Speaker 1
Let me update it again, or let it update right quick. I can see it now, it finally popped up, okay great, perfect, thank you so much.
26:00
Speaker 2
Each of the devices you can check the wireless strength or the wireless signal. Okay.
26:00
Speaker 1
I'm gonna try not to touch anything else the rest of the night. All right. Thank you. mm.
27:00
Speaker 2
okay so will there be any questions uh sir okay yeah don't worry you can always give us a call back if there's any issue thank you so much for your time sir and again for more information please visit our site support.linksys.com. This is epi again from linkses thank you for calling have a great night take care sir bye bye [silence]
27:00