V2 Rubric Detail — 5dde78c6-7620-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 14:14
Duration
48m 47s
Contact
Darlene Vogel
Issue Type
Password/Login
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#TE00135633
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to login to the Linksys App_MX5300
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.94/5
Technical2.19/5
Communication1.25/5
Ownership3.50/5
Escalation5.00/5
Customer Exp1.79/5
Overall42.2% (+12.2)

V2 Grader Summary

The agent conducted fragmented troubleshooting and escalated after offering paid support, but failed to meet OOW best-effort standards and provided materially incorrect information about firmware updates. While escalation was appropriate, the technical inaccuracy and high customer effort undermine the quality of support. No resolution was achieved during the call.

V1 Case Analysis

Customer (Darlene Vogel) unable to access Linksys app or web UI (myrouter.local) due to password/login errors (error 2123). Agent incorrectly stated MX5300 no longer receives firmware updates. Paid support collected ($15). Escalated to Level-2 technician with callback scheduled within 2-3 hours.

Troubleshooting Steps
  • Verified node LED status (solid blue) and internet connectivity.
  • Confirmed Wi-Fi SSID (Beachhouse_2.4GHz) and instructed customer to ensure connection to Linksys Wi-Fi.
  • Guided customer to log out of the app and attempt login with router admin password.
  • Instructed password reset using recovery key.
  • Attempted access via myrouter.local using Chrome, Safari, and incognito mode.
  • Suggested using different browsers and clearing cache.
Key Observations
  • Agent incorrectly stated MX5300 no longer receives firmware updates (contradicts KB).
  • Agent offered paid support without verifying warranty status or performing warranty lookup.
  • Call flow was inefficient with repeated login attempts and long hold periods.
  • Agent failed to confirm customer's name correctly at call end (called her 'Norlin' despite earlier correction).
Positive Highlights
  • Correctly identified product model (MX5300) from customer statement.
  • Verified node LED status and confirmed internet connectivity via hardwired connection.
  • Escalated to Level-2 technician with clear callback timeframe after exhausting on-call troubleshooting.
Agent Errors / Gaps
  • Provided materially inaccurate information: claimed MX5300 no longer receives firmware updates (KB explicitly states firmware updates are available).
  • Did not verify warranty status before offering paid support.
  • Collected payment without confirming customer eligibility or access to tools.
  • Failed to confirm customer name correctly despite earlier correction.
  • Did not collect serial number despite multiple opportunities.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent escalated to Level 2 and never achieved a resolution during the call; customer remained unable to access app or web interface despite multiple attempts.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed several steps (checking lights, rebooting, password reset, trying different browsers, incognito mode) but the sequence was disjointed and did not lead to a clear fix.
R3 Not Met Correct resolution path conf 94%
Agent offered paid support without verifying warranty status or device eligibility and prematurely escalated after limited best-effort troubleshooting, violating OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent asked about LED status, Wi-Fi name, and password, but failed to systematically diagnose DHCP, IP assignment, or device compatibility issues.
T2 Met Appropriate tools / resources used conf 96%
Agent correctly directed customer to use myrouter.local and 192.168.1.1, and suggested alternative browsers and incognito mode to rule out client-side issues.
T3 Not Met No misinformation conf 97%
Agent incorrectly claimed 'we no longer have any firmware updates for the router that you have' for an MX5300. Per universal_firmware_update.md, MX series routers support automatic firmware updates delivered over the internet; there is no KB evidence that MX5300 is end-of-life for updates.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent unexplained silences, abrupt transitions to payment discussion, and lack of clear agenda caused loss of call control and customer confusion.
C2 Partially Met Confirmed understanding conf 87%
Agent used polite tone but failed to adapt to customer’s confusion, repeating complex steps without comprehension checks or simplification.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent stayed on the call and escalated, but shifted responsibility to paid support prematurely instead of exhausting free troubleshooting paths first.
O2 Met Proactive follow-through conf 97%
Agent clearly stated Level 2 would call back within 2–3 hours and explained the purpose of the callback.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was a new contact for the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation followed multiple failed troubleshooting attempts and a paid support transaction, constituting a valid trigger for L2 involvement.
E2 Met Escalation prep & handoff conf 96%
Agent informed customer of escalation to Level 2, explained they would call back, and provided a timeframe.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent apologized but did not explicitly acknowledge customer frustration over repeated failures or device age concerns.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a courteous tone but did not adjust pace or simplify steps despite customer’s visible struggle with technical instructions.
X3 Not Met Overall experience conf 93%
Customer was forced to reinstall app, reset passwords multiple times, switch browsers, and retry steps — high effort due to ineffective guidance.
Call Transcript80 turns · 85 lines
Speaker 1
Welcome to. Hi, Riyu. Yes, my links is routers, um aren't showing up in my, like when I, when I have, go on my app, it says that there's no thing, no devices connected. So I'm not,
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 one now. For out of warranty product, please have your device's 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. I think, for calling Linksys technical support. This is Rio. How can I ask assistance today?
00:00
Speaker 1
You're trying to get the Wi-Fi from the other routers, OK. But you didn't reset it. Yeah, you unplugged it? Yes, deleted the app and got and then went back in. I went through my ISP. My frontier and they said, it's definitely the linksys. Well, I don't think it's providing the Internet. I think the only Internet I'm getting is from Internet. It's not providing any extending. Like, I'm not getting access to anything. Access point is still set up. I have to unpair the devices and reset the router. Yes, I totally lost with that. I'm trying to reset it and it's not working. And there are some other options you can use like to electrician or something like that. What I'll do to the router. I don't know.
01:00
Speaker 2
I do apologize you experience these issues with the Linksys app ma'am but if I may ask by the way did you somehow make changes with your Linksys device like uh resetting it. Okay. Did you uh have you tried like um logging out in the app and then try to log in again? Okay got it uh but the Linksys device that you have right now is it providing your internet or still no internet as well.
01:00
Speaker 1
It being able to upload speed is bad and I can, you know, I have extenders all throughout my house then I'm getting very poor wi-fi.
02:00
Speaker 2
To double the parents note, on the main node, is that correct blue light? So when you're trying to reboot this parent node, ma'am, the blue light did it turn into other colors like blue or like red? Okay, all right. Can you confirm with me, what's the serial number for the LINK device, if you have? [silence]
02:00
Speaker 1
076 I have 123 three of the nodes and one small extender. Uh it's MX5300 5300. Uh let me see what this one is. This is yeah MX5300 yeah it's a whole system. Uh
03:00
Speaker 2
How many of those devices numb?
04:00
Speaker 1
just one, this one extender. yeah, so three of the big tower nodes and then one of that little extender. on here? no [silence] uh, no, I called a couple years ago for a problem uh... yeah yeah, it was probably a couple years ago. yeah.
05:00
Speaker 2
So you have a total of four lynx is devices currently in your house? It's a lot. hey no who's your Internet service provider? prior to calling us here by the way did you experience network outages or power outages? okay and is this the first time by the way that you've called linx is? more than a year ago is that correct? okay if that's the case ma'am um I'm going to create a new record for you in the system because if you called us more than a year ago we no longer have any info
05:00
Speaker 1
Darlene, Vogel, V as in Victor, O G E L. Yeah. Vogel is my last name, 123 and at gmail. I had one in the bedroom show red light and I just unplugged it and the extender showed a red light, but the one in the guest house showed a blue light.
06:00
Speaker 2
I know your first name and last name. Bogel, correct? Yeah, and how about email address Uh, just to confirm, by the way, how many linked devices chose red light? Is this the main node that shows blue light?
06:00
Speaker 1
Oh, now the one in the - the one in the - So now they're all blue, because I unplugged - I unplugged the - one of the nodes in the bedroom and now it's blue.
07:00
Speaker 2
or same child nodes. Okay. Since you've reboot the device, it needs two minutes for it to provide you the correct light indicator. So let's try to suck it if it will turn solid blue. No, ma'am. You don't need to press anything. Since you've reboot the device, we're going to wait for the device to turn its light indicator the correct one. All of them are solid blue.
07:00
Speaker 1
uh let me check the ex little extender but a lot of times I have to unplug that and plug it back in the one in the guest house is always blue the one in the bedroom sometimes goes red I unplugged that and it now it's blue and now no the extender is still red and I unplugged it the extender way in the backyard [Silence] just one the tiny extender yes the nodes are uh when I go
08:00
Speaker 2
not changing color. So right now, how many shows red light? Okay. The W H C a. So your M X devices are showing blue light. All right. And just to double check, mom, you don't have an internet right now for the Linksys.
08:00
Speaker 1
Oh, uh. Well, I have Internet, because I am hardwired with my frontier modem into my TV. So, I have Internet than my TV. I have Internet. Yeah, I have Internet. I do have Internet. But I have no devices connected to the Wi-Fi. Correct. There's no devices and no nodes is saying my app. Um to my 2.4 to my main [silence]
09:00
Speaker 2
I'm not in the app, ma'am. Not in the app. Check if you have an internet first. What I mean is, do you have an internet for the links a that you have? Okay, perfect. So, okay, so the reason why you're calling here is you weren't able to see in the links the app that your device are showing online. Is that correct? Okay. Can you double check your phone if which Wi-Fi you connected?
09:00
Speaker 1
to my... It's my... I believe it's my Frontier Wi-Fi? I mean is it's... it's my Wi-Fi. How do I do that? Um... The Wi-Fi name on my Linix? It's develop, that one. Or mine is Beachhouse 2.4. But I don't know if that's the name for the Lynix or if that's the name for my Frontier Wi-Fi. [silence]
10:00
Speaker 2
for the Linksys Wi-Fi name or to your Frontier Wi-Fi? Okay, so in order for you to in order for you to open the Linksys app and check in the app if your node are online, you need to be connected to the Linksys Wi-Fi, not to the Frontier. What's the Wi-Fi name for Linksys device now? [silence] The date that you set up your
10:00
Speaker 1
Well, maybe that's what it is. Maybe that's the Beach House 2.4 is my Linksys Wi-Fi. I don't know where to find that. [silence] Well, can I get both for $15? I mean, if I paid it $15 if I paid it $15, you'll send me the email as well, right? So I can verify that the Beach House the Wi-Fi.
11:00
Speaker 2
To assist you troubleshooting or checking or logging in to the app or to the Linksys web interface, we do have one time phone support lasting for 60 minutes, but there would be a fee for that. And that's $15. Now, if you don't want to pay $15 for that ma'am, what I can provide you for free is I can I'll just send you an email and how you can probably check what's your Wi-Fi for your Linksys device. Through email. That's for free. But which one do you prefer? I'm sorry. Uh It will let you allowed to log in to the Linksys website. So you can check what's your Wi-Fi.
12:00
Speaker 1
Okay. I'll pay $50. $50 or $15? Right. Okay. Yeah, that's fine. [silence] [silence]
13:00
Speaker 2
Name, is it Mae? So which one do you prefer? Are you going to take the free one or are you going to pay for the $[REDACTED_PAYMENT_DIGITS]? Okay. Now, just to set proper e epection, before we extract payment, I cannot guarantee you that I can provide you what's your wifi name because we don't have that information in our end. I can only walk you through the process to are still the one who who's going to find it on the computer. So, is that okay with you? I cannot provide you refund or replacement for the $[REDACTED_PAYMENT_DIGITS]$[REDACTED_PAYMENT_DIGITS] mem. [REDACTED_PAYMENT_DIGITS] Okay. Now, pull up my pool up my tool's here for the payment. Do you have a computer Ma'am? [silence]
13:00
Speaker 1
Yeah, yeah, I did that before you. [silence] Oh, okay. [silence] All right. [silence] Oh, this is the person [silence] [silence] Uh, Darlene. Vogel, V-A-S-I-N, Victor, O-G-E-L. It is 3797-652. Yeah. 652-738-1600. 331. Uh, 7378.
14:00
Speaker 2
How about card number? I'm sorry, [REDACTED_PAYMENT_DIGITS] How about expiration? Security code?
15:00
Speaker 1
90405.
16:00
Speaker 2
zip code ma'am? Let me confirm it. [REDACTED_PAYMENT_DIGITS] Let me send you a copy also of the payment that we have done right now.
16:00
Speaker 1
Okay, I got that. Yeah, I have it hardwired into my linksys node.
17:00
Speaker 2
All right, so, I was able to send you a copy of this instruction what we have done right now. So, uh, let--let us go to the troubleshooting. All right. So, mam, uh, would it be fine that we can use your computer and connect a hardware or ethernet cable throw your computer down to your link to your parent node? Okay. So, in the computer, mam, can you try to check what's the internet's name?
17:00
Speaker 1
It's beach house two point four. Yes. Okay. Zero devices, zero nodes. Last five, no devices connected to your Wi-Fi. Go to device settings to connect.
18:00
Speaker 2
Perfect. So, um, since that's your W Fi name, in the in the phone that you have there, can you double check for me, the one that has a Linksys app? Are you connected to that the same W Fi? Okay. Can you try to open the Linksys app for me? Okay. And then can you tell me what does it shows in the app? Okay. Okay. Can you Is there an option for you to log out so that you can [ silence ] check the W Fi name for us?
18:00
Speaker 1
Well. I here log out here you go. Okay, so enter email address it's what? Oh, router password okay. Yeah, router password. Oh, I think I did that yesterday. Uh.
19:00
Speaker 2
to log in again? Okay. Now once you're going to connect, uh once you are going to log in, you don't need to use an email or password, you just need to use router password. Uh no, not the email and password, you have an option there. Router log in. Yes, correct.
19:00
Speaker 1
Sorry, that's the incorrect password, it says. And I, yeah. Do you want me to, it says router password. So should I put in my internet password instead? Okay. Okay. Okay, reset password. First we'll look under the one side recovery key.
20:00
Speaker 2
Okay, it's okay. You have, you'll have an option there to reset your router password. So you can create a router password because this is different from Wi-Fi password. No, ma'am, router password and internet password is different. You can just click reset so you can create a new one.
20:00
Speaker 1
Yeah, I got it. Okay. 835 Yeah, Okay, hold on. [silence]
21:00
Speaker 2
children and at the bottom of the parent node.
21:00
Speaker 1
Oh my God, it's not accepting anything. Hold on. OK, that should work there. OK. OK, password. An unexpected error. Restart router. We've encountered a problem. It's closed. We can. Now it's still showing restart router, restart network. Yes. Maybe log out and log back in. Yes. No, even with the new password, it's going to re. [silence]
22:00
Speaker 2
Try again to close the app, then open it again When you close the app, then open it again, Can you try to close the app?
23:00
Speaker 1
start route or restart network.
24:00
Speaker 2
When you tried to put the new password, it did not yet save because you've entered it multiple times. That's why it's providing you an error. So try to kind of try to close the app again, ma'am. Okay. So when you try to close the app, try again to reopen it. Okay. Can we try to turn off your main node? [silence] .
24:00
Speaker 1
We'll be right back.
25:00
Speaker 2
so once you've turned off the main node ma'am, try to close first, the Linksys app, and then you can turn on the parent node again, so wait for the device to turn solid blue,
25:00
Speaker 1
OK, nope. Now it's red. It's blue but my computer that's hardwired is not showing I have wi-fi. Yeah. Okay.
26:00
Speaker 2
just give it some time, I'm still rebooting. What does it shows in the?
27:00
Speaker 1
Now it's that. It's blue. My computer has Wi-Fi. Yeah, now it is. Yeah, doing the same thing. Restart router. Zero devices, zero. No.
28:00
Speaker 2
Okay, all right. Then, uh, can you try to check your phone again if it's still connected to the Wi-Fi? Beach house 2.4 Wi-Fi? [silence] Okay. All right. Can you try again to reopen the app? What are the other options? Do you have an option there to log out?
28:00
Speaker 1
No devices connected to your Wi-Fi. Restart router. We've encountered a problem. Please use the button below to restart your network. Once your network is back online, we'll try to fix the problem for you. Restart router... Yeah, keeps... Yeah, it just keeps popping up. Okay.
29:00
Speaker 2
That's all that it shows. Can you try to uninstall the app man and then reinstall it again? [silence]
29:00
Speaker 1
i have to go to the App Store now. Hold on. Okay. Do you want me to put in the router password or the e-mail? um, no, it says, manage your Wi-Fi setup a new Wi-Fi networks. Okay. now it's into my login.
30:00
Speaker 2
Are you for your password, please? You have an option there to reset, right? Click first reset. What does it show there? Uh, try to click manage Wi-Fi. And then what's the next
30:00
Speaker 1
log in, log in. well, no, I'm logging first. okay. No, no, no. No, I'm using the router, getting router settings. The wheels going and unexpected error occurred. Restart router. It's not working. I'm like wondering, are these too old or something? Is that the problem? , huh.
31:00
Speaker 2
Okay, login. Do you see there reset router passwords? Do not use your email and password. Mhm Mhm Okay Uh well just to inform you ma'am we no longer have any firmware updates for the router that you have so so that's why you've been experiencing this. However, if you really wanted to uh check if your devices are still connected or how many devices connected to your app, you can definitely log in using the website. Would you like me to walk you through? Okay. Uh, in the computer, can you try to open a browser please? And then, uh, try to go in the URL box, try to put there myrouter.local. And then hit enter. Alright, aside from that, by the way, aside from that did it route you to login? Mm.
31:00
Speaker 1
Okay, go to access router. [silence] We got an unexpected error. [silence] It says username. [silence] No, I don't have to do that. [silence] Uh, yeah. [silence] Uh, okay. [silence] Now, it's--uh, use the router password and then it said, um, then there's a thing on the right that says, do the username and password, which I I got out
33:00
Speaker 2
Yes, please. Yes, access router using the router password. Are you using router password?
33:00
Speaker 1
But then it said unexpected error does not secure and I'm on a I'm on a blue page of Linksys Smart WiFi but there's nothing on the page no no it just told me to put in my router password which I did and then it a thing popped up where it said error occurred and then that went away let me try it again my router vocal right yeah yeah so continued link says okay access router to login with your email it's click okay reset
34:00
Speaker 2
Did it not did it not ask you to like reset your router password or an option there to reset? Try first to reset the router password? My router dot local. Do you see it? I'm sorry I don't have access to external links, etc so I can't tell if there's a reset password option.
34:00
Speaker 1
No. It says, "access to router," so I have to put in my router password. It says reset password to "log in with your lynx smart [ Silence ] You want me to reset the password again? [ Silence ] Do I have to come up with another password now? Oh. So. [ Silence ] Reset password. Enter recovery key. [ Silence ] This just seems more problematic than it should be. 3, 4, 3, 3, 5. Choose a password. Now, I could do the last password that I used, right? [ Silence ]
35:00
Speaker 2
Yeah. Yeah, that one. Click Reset Password. Yes, ma'am, reset the password because it was not saved earlier yet. You can have the same router password you want.
35:00
Speaker 1
Unexpected error in technical support site. 2123 is the code. Chrome. Yes. [silence]
36:00
Speaker 2
What web browser are you currently using right now, ma'am? Do you have a different web browser? Okay, can we try that web browser?
36:00
Speaker 1
Rest that password. Okay. Unexpected error. Safari. In the chrome, could I know Safari or the Chrome?
37:00
Speaker 2
Two one two three. What browser are you using? Safari. Uh in the Chrome ma'am can you try using the incognito?
37:00
Speaker 1
Oh, incognito?
38:00
Speaker 2
1.0.0.1.
38:00
Speaker 1
oh, no, okay. No, I'm just, I'm putting in my oh shit, I have to do my route reset password again, right? unexpected error, 2123. I'm ready to give up. yeah, incognito in 192 168 11 mad. mad. yeah, it's, it's, it's hardwired to the links. Yeah.
39:00
Speaker 2
what is it shows? you're currently using the the IP address um right? okay [silence] what uh computer are you using by the way? what's the model of this computer? and this is hardwired right to the linksys node parent node?
39:00
Speaker 1
Okay, okay, thank you, you need Thanks. None. Well I mean, hardwired mind.
40:00
Speaker 2
Okay. Can you give me uh three to five minutes? I'm just gonna put the call on hold. Let me just double check something in my end. Would that be okay? Thank you so much, ma'am. [silence] Hello, ma'am. Uh, sorry, I forgot to ask you by the way, how many devices in your in your home right now are connected to your Wi-Fi just to double check?
40:00
Speaker 1
TV.
41:00
Speaker 2
Mm-hmm. Mm-mm. Mm-mm. Uh, like, is it like more than 15 devices in your home? Mm-mm. Four devices are gone. All right. Okay. Thank you so much. I'll be back, okay? Thank you.
41:00
Speaker 1
Hi. That's okay. Right.
45:00
Speaker 2
Hello Miss darling, ma'am. Oh, ma'am, by the way, I do apologize it took me too long to get back to you. Um, ma'am I was able to, I was able to double-check everything here in our end and we checked that we don't actually have any, uh like maintenance going on with the website and of course in the app as well. However, we've done already uh various of troubleshooting. We tried the app multiple times and then we tried also three browses web browser, but still it's providing us an unexpected error. Now, here's what I can do for you, ma'am. Um, I'm going to escalate the case to our level two technician because of course you process a payment for the paid support. We want to make sure also that we can provide you.
45:00
Speaker 1
Um, two hours. In two and a half hours, I have to go but for an hour, but um, I won't be home. But um, I thought wait, I thought you were going to send me to the website where I could see if that is the-- it's got to be the email, I mean the name of my Wi-Fi, right?
46:00
Speaker 2
Um. [ Silence ] And assistant. Again, I'm going to escalate the case to level two tech and then they will be the one who will personally process a call back for you if there's a need to do some advanced problem shooting or if there is an alternative option that they can do so that they can help you log in to your web interface or in the app to you can check what devices connected in your wi-fi. Now, for level two technician, they will process a call back for you two to three hours after our call. Would that be okay with you? [ Silence ] Oh, actually, [ Silence ]
46:00
Speaker 1
okay okay okay, this is that is my that is my that is my my links is Wi Fi name. okay. right okay okay Yeah.
47:00
Speaker 2
the name of the Wi-Fi that you have there, that's already the correct Wi-Fi names. So what I" referred earlier is just a steps for use so that you can try to check if that's the Wi-Fi name, but that's already the correct Wi-Fi name. But then again, if by chance that you uh-huh. Go ahead. Sorry. Yes, the Beachhouse_2.4GHz Wi-Fi band. Uh-huh. So if by chance that you are not available once our level two technicians uh will try to call you, an email will be provided to you so that they will ask when is the possible time that you can add that you're available to troubleshoot. Is that okay? Okay. All right. Now, again, the the time frame that I provided to you for a callback is that's just the maximum. So if there is an available level two check, right? A [silence]
47:00
Speaker 1
Oh, okay. Okay, great. Okay. All right, thank you. Okay, great. Thank you so much. Thank you. Thank you. You too, as well. Bye, thank you.
48:00
Speaker 2
right away, then they'll process a callback for you. So they can assist better. Okay. All right. So, um, Ms. Norlin, if by chance that you do have additional questions, um, about the device that you have, if you need to do an upgrade, just ask the level two technician so that they can provide you also the correct information that you need. Okay? Okay. Okay. Thank you so much, Ms. Norlin. I do apologize. It took me too long to get to, uh, to, uh, troubleshoot, but then again, I'll assure you, a level two technician will provide you information or advanced troubleshooting if it needs so. Okay? Thank you. Thank you so much as well, ma'am. And you have a nice day. Bye-bye for now. Okay.
48:00