V2 Rubric Detail — 596f2b34-74b1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 18:27
Duration
14m 8s
Contact
Jerald Pigg
Issue Type
Guest Network
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135360
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: enable guest network
⚠ 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

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution4.06/5
Technical1.88/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall68.4% (-11.6)

V2 Grader Summary

The customer's guest network issue was successfully resolved as confirmed by their statement that the network appeared on their phone and their expression of gratitude. However, the agent's reliance on the deprecated mobile app instead of the recommended web interface (http://myrouter.info for MX6200) constitutes a technical inaccuracy that affected tool use and guidance, despite the outcome being successful. No critical failures warranting auto-zero were present.

V1 Case Analysis

Customer unable to see guest Wi-Fi after editing settings on MX6200. Guided through toggling guest network off/on via Linksys app, waiting for configuration, and refreshing phone Wi-Fi list. Guest network now visible.

Troubleshooting Steps
  • Guided customer to open Linksys app and locate Guest Network settings
  • Instructed to toggle guest network off, edit SSID/password, and save changes
  • Advised to wait for router LED to stop blinking and refresh phone Wi-Fi list
Key Observations
  • Agent provided accurate, KB-aligned guidance for enabling and editing guest network via the Linksys app on MX6200.
  • Agent did not verify guest network functionality by having the customer attempt to connect a device to it.
  • Agent missed recommending a router reboot, which is listed as a quick fix in the guest network KB for 'Guest network not appearing in WiFi list'.
  • Communication was slightly inefficient due to filler statements, but steps were clear and ultimately effective.
Positive Highlights
  • Correctly identified the product model (MX6200) and used the appropriate guest-network procedure via the Linksys app.
  • Provided accurate, KB-aligned steps for enabling and editing the guest network, including toggling off/on and waiting for configuration completion.
  • Confirmed the guest network SSID was broadcasting before ending the call.
Agent Errors / Gaps
  • Did not verify guest network connectivity by having the customer attempt to connect a device to it (only confirmed SSID visibility).
  • Missed opportunity to recommend a router reboot as a troubleshooting step, per the guest network KB.
  • Repeated filler statements (e.g., 'mm-hmm', 'okay') without adding value, contributing to minor inefficiency.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms guest network appears on phone after steps; agent states settings are saved and network is working. Customer expresses gratitude and ends call satisfied.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent skips diagnostic questions (e.g., is guest isolation on, frequency band used) and jumps straight to app instructions without verifying current settings or router model compatibility with app-based guest setup.
R3 Met Correct resolution path conf 95%
Issue is configuration-based; agent uses correct path via app for MX6200, which supports mobile management. No escalation or warranty discussion needed.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identifies symptom (guest network not appearing) but asks no root-cause questions (e.g., was it ever working, recent changes beyond Wi-Fi rename). Proceeds directly to fix without narrowing cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent relies solely on the mobile app. Per adjacent_network_security.md, the Linksys mobile app is deprecated and users should use the local browser (http://myrouter.info for MX6200). The agent skipped the primary, recommended tool in favor of a deprecated one.
T3 Partially Met No misinformation conf 93%
While the steps to toggle the network and save are logically correct per universal_guest_network.md, the agent's recommendation to use the app contradicts the explicit guidance in adjacent_network_security.md and linksys_now_wifi_settings.md stating the app is deprecated and the web interface is the primary access method.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provides steps but lacks clear framing, has multiple silences, and does not manage transitions smoothly. Phrasing like 'watch the light' lacks context or expectation setting.
C2 Met Confirmed understanding conf 92%
Agent uses simple language, repeats instructions, and adapts to customer’s pace. Confirms understanding when customer sees network appear.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owns the case end-to-end, does not transfer, and follows through until customer confirms resolution.
O2 Partially Met Proactive follow-through conf 86%
Agent gives vague timeline ('may take a minute') and does not specify what 'configuration done' looks like (e.g., solid light). Misses opportunity to set clear success signal.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue resolved during call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remains polite but offers no empathy statements despite customer frustration cues ('wait, wait, wait', 'not good', 'I don't see it'). No acknowledgment of difficulty or effort.
X2 Met Tone & rapport conf 91%
Agent matches customer’s hesitant pace, allows time for actions, and checks in after configuration. Adjusts tone to be supportive.
X3 Partially Met Overall experience conf 85%
Agent requires customer to toggle off/on and refresh Wi-Fi, but could have reduced effort by suggesting a router reboot (known fix per KB) or confirming guest isolation setting directly.
Call Transcript17 turns · 19 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. Register your product by visiting register.linksys.com. Please have your device serial number ready for assistance. Press one now. For out-of-warranty products, paid support may be available and requires you to please have your device 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
Good afternoon. Let me see friends. I set up account and I got it set up but I forgot to, you know, guests, Wi-Fi how to set that up. I said that I recently changed my Wi-Fi and so I got that set up but I forgot to inquire about how to set up a guest Wi-Fi on the network.
05:00
Speaker 2
Thank you for calling Lynch's, this is ice, how can I help you? pardon, I didn't hear you clearly. sir? right. so you order
05:00
Speaker 1
Let us select, yes. Yeah. Yeah, it is. Yeah, that moment. Yeah. But yes, it is. Okay. Oh, sorry. The app. Hold on. Okay.
06:00
Speaker 2
Alright, so since your product, or let me just confirm, is your name, Charlie? Okay, so since your product is MX 6200, I believe you have the linksys up on your phone. All right, so you can just use the app to enable your guest Wi-Fi. Okay, once you're on the app, tap on the menu icon, the three horizontal lines, and then you tap that. And then once you tap that, you will see the guest network or guests [silence] feature. it's below down the Wi-Fi setting, okay? You click on that, guest network. And then you can turn it on. There's a toggle a switch button on that guest access. Uh, just toggle it on and that will allow your guests to access your internet through the guest network. And below that, there's a Wi-Fi name. So you can create a Wi-fi name for your uh guest network. And then there's also a guest uh Wi-Fi password. So you can also edit that or create your own guest Wi-Fi password. Once you're done, uh make sure to click on save. So that the Wi-Fi and password of your guest network will be saved. you have to wait because once you save the Wi-Fi name and password of your guest network, the app will first start to configure your guest access or save the settings you've made and then it will then prompt a message, it will show you your guest access with a message prompt and then it will show you your guest access with the password.
06:00
Speaker 1
OK. Go away. Thank you. Wait, wait, wait, wait, wait, wait, wait, wait's not good I don't know fixed it. That is I just looked at it. see something really quickly. that saying Wi-Fi. Actually, this is on thanks dear for all. That's the one that's supposed to be on.
09:00
Speaker 2
that it will save all your Wi-Fi settings, the name and the password, so once you get that message or confirmation, your guest access network is saved and you can check, you can check on your phone. It will broadcast your guest Wi-Fi network. All right. So that's all. You're welcome. Thank you for calling links is throughout and take care. Have a great one. and You have
09:00
Speaker 1
I do. So I already had a guest network so I toggle it off, change the information then toggle it on to save. But I don't see it. It hasn't come up yet as an option under my wireless device let me try and go like this It said something. I didn't really read it but I mean it looked like it was saying that. But I don't see it here Uh-huh It's not. It's not. Why did people think it works? It's not working currently and uh
10:00
Speaker 2
to toggle on, uh, the turn on the toggles button. Okay. And make sure to make the change. [silence] Uh, are you sure that the app already prompt a message that the settings, you've may have been configured or saved. Okay, check on your, right, well, check on your router. Your Linksys router. Uh, if, uh, the light is blinking. If it's still blinking, then the settings are still being saved. So maybe that should go with you. [silence]
10:00
Speaker 1
still, the night here, starry night. Okay, okay. Okay, okay, um yeah, I don't mind. back up and show back into the instead, but that I want to step network. It says the old past of the old, um, the old names still. [silence]
11:00
Speaker 2
Watch the light. okay. All right. Then on your phone, turn off your Wi-Fi on your phone, on your phone, and then turn it back on. Maybe it hasn't yet uh reloaded the information as you just uh changed or turn off uh turn on your guest Wi-Fi network. Maybe the settings have been uh applied. it
11:00
Speaker 1
So, should I turn it off? So, should I turn it off first and then turn it back on? Or does that make a difference? The guest network was already on because I had a guest network. So, do I need to turn that off, change the information and turn that back on? You said yes, do that. Okay. And shift word, off. That's it. And turn that back on and it's saved. And it says configuring guest access. This may take a minute.
12:00
Speaker 2
Mm-hmm. So, this uh changes you may have that uh yes. Uh what do you want to turn off? Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Ok so it's it's done. Turn it it off and you can try to turn it off and then turn it back on. So once it's configuring uh guest access is done. Uh make sure to uh.
12:00
Speaker 1
It says it said, it says it saved, yes. um, it came up that they've saved. yeah, yeah. I see the network on my phone though. now, it's saying it's there. yes. Okay, great. [silence] [silence] [silence] Thank you. [silence]
13:00
Speaker 2
top on the icon if you can see at the bottom uh tell me first once the configuration is is done because once the configuration is done it's safe, okay, now, uh, all right, now can you look at the Wi-Fi password, there's an icon there, you know, the a square with an arrow, do you see that? on the Wi-Fi password, okay that's good. about, um, since, uh, the guest network access is already broadcast on your phone, then it means the settings uh you've made have been saved, uh so your guest network is already working, okay? all right, okay, so that's all.
13:00
Speaker 1
Yes. Thank you so much. Awesome. Bye-bye.
14:00
Speaker 2
Okay. You're welcome. It's been a pleasure to assist you. Thank you and goodbye.
14:00