V2 Rubric Detail — 5b89286c-7c6c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 14:33
Duration
16m 0s
Contact
Andrew Paris
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136687
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to split the wifi bands
⚠ 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

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall76.3% (+10.3)

V2 Grader Summary

The agent correctly diagnosed the need for 2.4GHz band separation and guided the customer through the local web interface. However, the agent provided a materially incorrect password restriction regarding 'double letters or numbers' that is not supported by the KB, resulting in a Not Met for T3. The resolution was not confirmed before the call ended.

V1 Case Analysis

Customer asked how to separate 2.4 GHz and 5 GHz bands on MX4200 mesh. Guided to local UI (192.168.1.1) → Wi-Fi settings → disable band-steering/Quick Setup and create a distinct 2.4 GHz SSID. Customer applied changes but connectivity was not verified.

Troubleshooting Steps
  • Confirmed router model (MX4200 series).
  • Guided customer to find router IP address via iPad Wi-Fi info.
  • Instructed to access local admin page at http://192.168.1.1.
  • Walked through login, password creation, and navigation to Wi-Fi settings.
  • Advised how to separate bands / create distinct 2.4 GHz SSID.
Key Observations
  • Agent provided technically accurate guidance on separating Wi-Fi bands via the local web UI, consistent with KB documentation.
  • The call was inefficient due to confusion over IP addresses (10.1.1.64 vs 10.1.1.1) and repeated browser warnings.
  • Agent failed to verify warranty status despite obtaining the serial number.
  • No HappyFox case was created or referenced, a protocol miss.
  • Agent did not confirm that the new 2.4 GHz network provided internet connectivity after the change.
Positive Highlights
  • Provided accurate technical guidance on separating Wi-Fi bands via the local admin page, consistent with adjacent_smart_home_iot.md and linksys_now_wifi_settings.md.
  • Correctly advised against disabling the 5 GHz band, explaining its role in wireless backhaul between mesh nodes.
  • Clarified that the Linksys mobile app has limited functionality and that the web UI must be used for band separation.
  • Explained password complexity requirements correctly (10+ characters, capital, number, special character).
  • Guided the customer to use the correct local access method (http://192.168.1.1) as documented in KBs.
Agent Errors / Gaps
  • Failed to create or cite a HappyFox case number, a required protocol step.
  • Did not verify warranty status after obtaining the serial number (10M55C14316).
  • Spent excessive time clarifying IP addresses (05:00–06:00, 07:00–08:00), leading to confusion between device IP (10.1.1.64) and router IP (10.1.1.1).
  • Did not verify that the 2.4 GHz network actually provided internet access after the change (14:00–15:00).
  • Did not summarize the steps or confirm understanding at the end of the call.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent guided customer to change SSID for 2.4GHz but call ended before confirmation of device connection or success.
R2 Met Diagnostic thoroughness conf 95%
Agent collected serial number, identified correct IP (10.1.1.1), and walked through login and band separation steps in logical sequence.
R3 Met Correct resolution path conf 90%
Agent correctly advised against disabling 5GHz due to backhaul dependency and recommended SSID separation as proper solution per KB.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (IoT device needs 2.4GHz), asked for model/IP, and diagnosed combined bands as root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent used correct tool — local web UI via 10.1.1.1 — which is required for this configuration change; no remote tools needed.
T3 Not Met No misinformation conf 95%
Agent stated password must have 'no double letters or double numbers on the same row' — this requirement is not found in any provided KB and constitutes materially incorrect technical guidance.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general control but had disorganized transitions (e.g., requesting serial after login attempt) and unclear framing.
C2 Met Confirmed understanding conf 85%
Agent adapted language to customer’s pace, used plain terms like 'little i icon', and confirmed understanding through guided steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on guiding the fix without deflection.
O2 Partially Met Proactive follow-through conf 80%
Agent did not set a specific follow-up time or callback commitment after change was applied.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained polite, used 'you're welcome', and showed patience during customer’s technical struggles.
X2 Met Tone & rapport conf 85%
Agent matched customer’s pace, repeated instructions when needed, and kept engagement despite delays.
X3 Partially Met Overall experience conf 80%
Customer had to manually find router IP and enter it; agent could have reduced effort by providing direct guidance or alternative access method.
Call Transcript26 turns · 29 lines
Speaker 1
Yeah. I had a question about my, uh, I have the, um, the Linksys router extender. It's got, um, you know, the main one that you connect to, and then the one that extends your signal. [silence] Yeah, that's right. [silence] So my question was that, um, I... just tried to connect my, uh, the computer with the extender, and I... it was never able to connect, and so does that mean that the extender isn't working? Or is there some sort of compatibility issue between my computer and the extender? [silence] basement and then two u two nodes uh it's the MX four thousand series uh my air conditioner I'm trying to set it up to the Wi-Fi. but it's only excepts two point four and I believe these routers are are mixed um is there any way to shut off the five uh megahertz or it's got to be mixed all the time.
00:00
Speaker 2
Mm-hmm. Okay, and then? You're right, its WIFI bands are combined. No need to shut off the 5 gigahertz since that's the strongest WIFI bands. What you need to do is just to separate, create a different WIFI name for 2.4 for you to see it on the WIFI list. And for your smart devices?
01:00
Speaker 1
All right how do you do that in the app? So you have to log into the router by connecting the, the um device to the computer?
02:00
Speaker 2
Just select then the two point four network. The app has limited option for you to change the settings. You cannot do it using the Linksys app. You can only do it by logging in locally using an iPad or computer. Just a Wi-Fi will do as long as it's connected to your Linksys Wi-Fi iPad computer. After that, by using the default IP address of your router, such as 192.168.1.1, and logging using router password. Once on the dashboard, there's an option there to have the bands separated, the 2.4 and the 5 GHz. I can walk you through now if you . . . [silence]
02:00
Speaker 1
Um, yeah, let me see if I can find the iPad. Hold on. Okay, I have a I have a my iPad. Okay. uh stand by. uh the serial number is three eight U 10.
03:00
Speaker 2
Okay, so before we do anything, I need first the serial number of your Linksys router. It's on a sticker underneath. Uh-huh.
03:00
Speaker 1
10M 55C, 14316. Correct. Hungryman 21 at AOL.com H-U-N-G-R-Y-M-A-N 21 at AOL.com. Yeah H-U-N-G-R-Y M-A-N Hungryman 21 at AOL.com. Andrew Paris Pars right verizon files. Okay. Hold on. Settings. Wi-Fi. Okay. Okay. Right. 10.1.1.64 [silence]
04:00
Speaker 2
Okay. Thank you, and who's your internet service provider? Okay. Now, using your iPad, just go to the settings first and go to wi-fi. [silence] Now, on the uh uh just tap the little i icon. To the wi-fi name you're connected to. There's a little i icon right beside it. [silence] And uh check for the router IP address. What's the numbers? Okay, thank you. You can now open a browser.
05:00
Speaker 1
Actually, the router, the configured IP the IP address or the router address? Correct, correct, correct. Okay. Okay. Uh 10.1
06:00
Speaker 2
The other one there is 10 1 that 1 that 1 right the other number that's the router IP address and this dot 64 is the iPad IP address since we will access the router we need to use the router's IP address to open a browser any browser will do and in your address bar you can type 10.1.1.1 up go to top search [silence] Google.
06:00
Speaker 1
T. T. 10.0.01. T. 10.1.1. OK. OK. So, T 10.1.1. goes in Admin. OK. OK. And what what do I do now? There's all different uh, things here. To to log into your router. And prompt me. Router.
07:00
Speaker 2
that one yeah three dot one top go top search uh once you're done typing the 10 dot 1 dot 1 dot 1 on the address bar just tap go or search it should not take you to uh google search it should take you to a page asking you to download the app but no need to download the app there's an option there to [ silence ]
07:00
Speaker 1
end. 1 dot 1 dot 1 dot 1 dot 1. Okay. Linksys. Linksys. Why am I getting a warning? Okay. Connection is not private. Show details. Okay. Visit this website.
08:00
Speaker 2
to login locally do it one more time and uh still on the address bar located on the very top type there 10.1.1.1 that's it App girl or service. okay tap continued below there's highlighted option continued below okay click advanced or show details
08:00
Speaker 1
Okay. Lenksis admin password. No. Um, it says to enter the recovery key from any node's to okay, hold on. [silence] [music]
09:00
Speaker 2
okay, can you still remember what router password you created before? Okay, tap below reset. There's an option below reset. Don't recovery key is on the sticker underneath your link sys.
09:00
Speaker 1
Okay, now choose a new password. Correct.
10:00
Speaker 2
um, create a new password. That's only for your login pass word. That's not your Wi- Fi pass word. Okay, create one. It must have 10 characters or more. There must be a capital letter, a special character and a number. [silence]
10:00
Speaker 1
It's not letting me do it. Oho, that's what I'm doing. Okay, hold on. Okay, still nothing. What, what kind of passwords? It's got to be a capital. O.
11:00
Speaker 2
but if it's awesome. There should be no double letters or double numbers on the same row. 10 characters or more, there should be a capital letter, a number and a special character.
11:00
Speaker 1
okay. I'm in. Okay. Wi-Fi settings. Okay. [silence]
12:00
Speaker 2
Okay, now tap the, uh, CA, that's really small. That's the, that is located on the bottom part of that page, right side. Capital CA. Alright. Once done, you can go to Wi-Fi settings on the left side. Wi- Wi-Fi [silence] under Wi-Fi settings, just change the
12:00
Speaker 1
Okay. Uh let's say yes, right? Okay, it says the router is applying the changes. Okay, router not found if you are not connected to your router. all right. So it's just resetting the router, right? I think, I think it is. Okay. I think it's finished. Now, can I use this to temporarily turn off the 5g? Um, I got the main router in the basement and a node in the living room and a node in the bedroom. I see. Yeah.
13:00
Speaker 2
yeah reconnect your iPad to the Wi-Fi if it's disconnected you can close um just to how many child nodes you have there by the way okay we can have the SSID hidden but you know what the wireless backhaul of your nodes are actually 5 gigahertz in order for the extender to have a good signal it's the
14:00
Speaker 1
Okay. All right, so... So now, when I, when I go, I choose this past. This, this Wi-Fi and that's the 2.4. All right. Okay, perfect. See you later at this time. I'll see if that works. Thank you very much. Salam finally
15:00
Speaker 2
Bridge connection is five gigahertz. So. That's why I recommend you updating only the two point four name, not disabling the five. Aside from that, Andrew, do you have any other concerns? Mm-hmm. and type in the same Wi-Fi password. You just change the Wi-Fi name. All the settings are still the same. All right. Do you have any other question? You're welcome, just call us if ever you did not. You take care, Andrew, bye for now. You're welcome. Thank you.
15:00