V2 Rubric Detail — 5ef94120-75fb-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-02 09:49
Duration
7m 51s
Contact
+447525203746
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall3.4/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall85.4% (+17.4)

V2 Grader Summary

The agent successfully resolved the customer's request by correctly identifying the SPNM60 model and guiding them through the Incredible-WiFi menu via myrouter.info. However, T3 is rated Partially Met because the agent's advice to avoid WPA3 for thermostat compatibility contradicts the KB's description of WPA2/WPA3 Mixed Mode, which is specifically designed to support older devices. All other indicators were Met or Not Applicable, with no critical failures observed.

V1 Case Analysis

Customer with SPNM60 wanted to hide the network and secure Wi-Fi credentials. Agent guided to access router via http://myrouter.info, navigate to Menu → Incredible-Wi-Fi, and change SSID/password. Advised to keep WPA2-Personal but provided incorrect rationale about WPA3 incompatibility.

Troubleshooting Steps
  • Confirmed device model (SPNM60).
  • Explained app deprecation and directed to local web interface (myrouter.info).
  • Guided customer to Menu → Incredible-Wi-Fi to change Wi-Fi name, password, and security mode.
Key Observations
  • Agent accurately identified SPNM60 and directed customer to correct web UI (myrouter.info).
  • Agent provided clear, step-by-step guidance to change Wi-Fi credentials via Incredible-Wi-Fi menu.
  • Agent gave incorrect technical advice about WPA3 compatibility, claiming it would break IoT device connectivity, which contradicts the KB (spnm_wireless_ui_guide.md).
  • Call remained focused and efficient, with no unnecessary loops or hold time.
Positive Highlights
  • Accurate explanation of app deprecation and correct web-UI management for SPNM60.
  • Clear guidance to access Menu → Incredible-Wi-Fi to change SSID and password.
  • Empathetic and patient handling of a non-technical customer.
Agent Errors / Gaps
  • At [06:00], agent incorrectly stated that thermostats cannot connect to WPA2-Personal and that using WPA3 would prevent them from connecting. This contradicts the KB, which states that WPA2/WPA3 Mixed Mode supports both WPA2 and WPA3 devices, ensuring backward compatibility. The KB explicitly recommends WPA2/WPA3 Mixed Mode for optimal security and compatibility, not WPA2-Personal alone.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Customer confirmed resolution and expressed gratitude after being guided to change Wi-Fi name, password, and security mode via Incredible-WiFi menu.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent identified model and directed to web UI but did not troubleshoot the 'connection not private' warning or confirm completion of steps beyond pencil icon visibility.
R3 Met Correct resolution path conf 94%
Agent correctly identified SPNM60, explained app deprecation, and directed to http://myrouter.info — aligning with universal_app_transition_notice.md.
Technical Accuracy
T1 Partially Met Technically accurate info conf 86%
Agent asked for model number but did not diagnose root cause of app error or assess device compatibility affecting security mode choice.
T2 Met Appropriate tools / resources used conf 91%
Issue was UI navigation and configuration; no remote tools or logs needed. Agent used correct KB-based guidance without over-reliance.
T3 Partially Met No misinformation conf 95%
Agent advised to 'leave it at WPA2 Personal' to ensure thermostat compatibility, claiming that if raised to 3, the thermostat cannot connect. This contradicts spnm_wireless_ui_guide.md, which states 'WPA2/WPA3 Mixed Mode' uses WPA3 for compatible devices and WPA2 for older devices, allowing both to connect.
Communication
C1 Met Clear & professional language conf 92%
Agent framed interaction at start, kept on track, clear transitions, stayed in control under pressure.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated steps when the customer was unsure, and confirmed understanding (‘Can you see that pencil?’).
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case from contact to close, transferred only for documented reason after appropriate effort, honored every commitment.
O2 Met Proactive follow-through conf 93%
Agent gave concrete next steps (go to Incredible‑WiFi, edit name/password, save) and no further follow‑up was required.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent acknowledged frustration/history specifically and sincerely, explicitly recognized repeated effort on repeat contacts, stayed composed/courteous/solution-focused under pressure.
X2 Met Tone & rapport conf 91%
Agent naturally matched communication style (technical/warm/efficient as needed), kept customer engaged, checked comprehension at key moments.
X3 Met Overall experience conf 92%
Agent used information already on file, handled actions agent-side where possible, avoided unnecessary repetition/holds/steps.
Call Transcript16 turns · 16 lines
Speaker 1
hello yeah I hope you can um I've just had my um system upgraded um via community fiber to your new lovely Mesh 7. system um I my app doesn't work well the app system that I had before my old um Mesh 6. um doesn't work on it and I'm trying to find out how do I take it from personal to being like hidden I don't want other people accessing my um Internet you know yeah hold on um it is oh dear it's um
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi. Thank you for calling Linksys. My name is, and I'll help you today. Mhm. Mhm. Can you provide me the model number so we can double check?
00:00
Speaker 1
Where's it on? [silence] It's a Pennicol 2.0 mesh router. Right. [silence] I'll have to take a picture of it bear with me. Right. It says [silence] SPN M60. [silence] Yeah, that's correct, yeah. [silence]
01:00
Speaker 2
there's a specific model number underneath the device itself. Can you double check there? no worries there. SP and M60. Is that correct? Thank you so much. now this specific model is not compatible with
01:00
Speaker 1
Right. yeah, I've got a, well, I've got a pad, an iPad. my, my routes.info. Okay. [silence] [silence] No, no, just do a search for it basically. Right, Mark. [silence] No, it says here your connection is not private. And how do I do that? It says back to safety or advance. I and I click on advance.
02:00
Speaker 2
For the Linksys app is designed to only be locally accessed through a web interface either on a laptop or a computer.
02:00
Speaker 1
Un, unknown. Other than that, it just says, proceed [silence] proceed myinfo unsafegy. Right, okay, and then you put in the password, [silence] [silence] [silence] [silence] [silence] wait with me then. Um. Sorry, this is so much so new to me and guys should have told me about this before they they installed it and then went away.
03:00
Speaker 2
What are the options on Advance? Is there anything that's highlighted right now, other than high, the Advance. That's the one, click on proceed. Yes. Your router's password.
03:00
Speaker 1
Thank you. Say, Right. Yeah, I've got it. Thank you very much. No, hopefully I won't need to call you back. Hopefully not. Do you know where I would go on here to um put, you know, privacy on? Is it say like instant privacy? Well, I don't want other people with outside who I don't know accessing the my broadband.
04:00
Speaker 2
All right. So just to confirm, is there anything else that I may assist you with? All right. Mmhm. If you want. Specifically what kind of privacy are you looking for? [silence]
04:00
Speaker 1
Where is incredible Wi-Fi? Where is that? All right, menu, yep. Yep. Oh, yep, got it. Incredible Wi-Fi, right, and then, then what do I do? Right, where do I do that? You have to, you'll have to help me 'cause I'm as thick as anything. Yes, I am, yes. That's correct, yeah.
05:00
Speaker 2
If that's the case, you need to go to incredible Wi-Fi. On incredible Wi-Fi you have the option to customize your Wi-Fi to however you see it. There's an option called menu. So there's three things at the top on Lynxess now, home, menu and support. On menu, there's incredible Wi-Fi. There you can customize the Wi-Fi name and password that only you know the credentials and from there nobody can access it apart from you and other people. You're now on incredible Wi-Fi, right? So there's the Wi-Fi name, there's the Wi-Fi password and security mode. Is that correct? All right. So there's a pencil beside it. Can you see that pencil?
05:00
Speaker 1
Yeah, I can see the pencil between, all three of them, yes. Right. So, so. Right, okay. So, where, so which one is the best one to use? WPA2, PA3, mixed personal or PA3 personal? I have not a clue. Right. Right, so when it's in WAP personal, it means that nobody outside of this house can can connect to it, yeah?
06:00
Speaker 2
This allows you to go into and edit the Wi-Fi name, the password, the security mode to however you want. Once you've done making all the changes you want, you click Save. Make sure that all the changes that you make is written down on a paper so then you don't forget. Leave it at WPA2 Personal. If you're wondering what security mode you meet, it's your devices. For example, if you have a thermostat, the thermostat will not meet WPA2 Personal. If you do raise it to 3, the thermostat, cannot connect. So that's why it needs to remain on WPA2 Personal only.
06:00
Speaker 1
Right, okay, okay, got you, I think so anyway, hopefully, hopefully, right, thank you very much, right, got you, got you, right, that's brilliant, thank you very much, you've been very, very helpful, please stay safe and wherever you're based in the world, hopefully you have a good day and, um, if your, your country is still in the World Cup, I hope they, um, get through to the, the final at least, thank you, take care, bye. Bye.
07:00
Speaker 2
Oh, that just means the device is compatible for WPA personal. Oh, right. In other words, the simplest explanation for it is the lower your security mode, a lot of devices can connect without issue. Oh, right. So is there anything else? Oh, right. Thank you so much for calling, Linksys. Oh, I see, thank you so much for that one. Take care and have a great day. Bye bye for now.
07:00