V2 Rubric Detail — 6426a79c-7a28-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 17:22
Duration
26m 23s
Contact
570-578-4547
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall77.8% (+21.8)

V2 Grader Summary

The agent successfully resolved the connectivity issue by guiding the customer through the local web UI to update WiFi credentials and power-cycling the child node. However, the agent provided materially incorrect technical information by suggesting 'admin' as the default password for a model family where the KB explicitly states the default is the WiFi password and 'never admin'. Despite this inaccuracy, the correct credentials were ultimately accepted, leading to full resolution.

V1 Case Analysis

Customer changed Wi-Fi SSID/password via app, then could not connect devices or access router admin. Guided to router UI (192.168.1.1), corrected Wi-Fi settings, power-cycled child node. Issue resolved; Wi-Fi and node now functional.

Troubleshooting Steps
  • Confirmed device types (phone, laptop).
  • Instructed customer to access router UI at 192.168.1.1.
  • Guided through Wi-Fi name/password change via router web UI setup wizard.
  • Advised power-cycle of child mesh node and confirmed solid-white status.
Key Observations
  • Agent provided incorrect default admin password ('admin') at [10:00], contradicting KB guidance for Velop and SPNM series models where the default is the WiFi password on the label.
  • Agent failed to collect router model or serial number, violating protocol for mesh-node issues.
  • Call flow was inefficient with multiple silences, filler phrases, and unclear instructions (e.g., 'click the WI-FI icon on the system tray' at [04:00] when the customer was already having login issues).
  • Despite early missteps, agent correctly guided customer to router web UI and resolved the child node issue by power-cycling, confirming resolution before closing.
Positive Highlights
  • Successfully guided customer to access router web interface at 192.168.1.1 and update Wi-Fi settings via the setup wizard (per adjacent_connecting_devices.md).
  • Correctly identified and resolved child node flashing-red issue by instructing power-cycle and confirming solid-white status (per universal_factory_reset.md).
  • Confirmed resolution with customer before ending the call, ensuring issue was fixed.
Agent Errors / Gaps
  • Incorrect default admin password guidance ('admin') for Velop mesh system where the default should be the WiFi password on the label (per universal_password_login.md).
  • Failed to collect product model and serial number, violating standard support protocol (per universal_escalation_guide.md).
  • Unclear instruction ('click the WI-FI icon on the system tray') during a login failure scenario, reducing efficiency.
  • Did not verify customer environment (router model) before proceeding with troubleshooting steps.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms child node solid white and says 'Thank you very much' — issue resolved with full functionality restored.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through wired access to 192.168.1.1, credential change, and node reboot — logical, outcome-driven troubleshooting.
R3 Met Correct resolution path conf 90%
Agent correctly pursued local web-based resolution for a configuration issue, avoiding premature escalation or dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified symptom (can't connect after SSID/password change), confirmed change method, and followed diagnostic path to root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent used 192.168.1.1 appropriately to resolve the issue. While myrouter.info is primary for SPNM, 192.168.1.1 is listed as a valid fallback for all Linksys routers in the KB.
T3 Not Met No misinformation conf 100%
Agent instructed customer to try 'admin' as default password. Per universal_password_login.md, SPNM60/62/LN1600 series default password is the WiFi password on the sticker, and 'never admin'.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained direction but used abrupt phrases ('let's get out of here') and unexplained silences, disrupting flow.
C2 Partially Met Confirmed understanding conf 70%
Agent used technical terms (router password, system tray) without simplification or comprehension checks, though steps were clear.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, referenced prior ticket, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Agent set a timer and gave specific wait times (2–4 minutes) for node recovery, providing clear next steps.
O3 Met Closure confirmation conf 95%
Agent referenced ticket LPS 0013-6200 and pulled prior record, avoiding redundant questioning.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained professional but did not acknowledge frustration; however, stayed patient and solution-focused under customer confusion.
X2 Partially Met Tone & rapport conf 75%
Agent maintained consistent pace and guided through steps; customer stayed engaged despite confusion, suggesting moderate adaptation.
X3 Partially Met Overall experience conf 75%
Agent reduced effort by guiding through UI and setting timer, but required manual IP entry and laptop restart — some avoidable steps.
Call Transcript40 turns · 45 lines
Speaker 1
all right, I'm Sharon I'm calling in regards to a ticket I just got off the phone with it's going to be LPS 0013-6200.
00:00
Speaker 2
welcome to linksys support to ensure quality service your call may be monitored certain products will be supported while end of support products will have self-help options available please have your serial number ready and stay on the line for assistance while waiting you may also visit support.linksys.com for more information about your product this is technical support this is charm how can I assist you today? all right can you provide the chicken number sir? Let me pull up here please bear with me for a moment sir I will pull it
00:00
Speaker 1
Yes. Yes. This time it's four. I changed the name and the password and now it's back in. [silence]
01:00
Speaker 2
All right, I already pulled up the record here. Just to confirm, MS. Am I talking to Tom Beaver? All right, get it. And this is with regard to your printer that you just set it up again. And I know what's the reason for the call. I guess, uh. Uh-huh. I see. All right, so you just want to change the Wi-Fi name and the password of your router or your Wi-Fi.
01:00
Speaker 1
Yes. Yes. I have my phone and my uh laptop. Pardon me?
02:00
Speaker 2
All right. um, do you have a laptop or a computer or an iPad that we can use or just your phone? Do you have your phone? Right. Um, do you have a Lynxys app? First. I see all right. Can you access the Lynxys app or open your Lynxys app please and make sure that your phone is connected to your Lynxys Wi-FI to the default. Um, your phone, sir, is it connected now to the Wi-FI? Your phone. Is it connected to the Wi-FI?
02:00
Speaker 1
check. It won't connect to the Wi-Fi, I guess, because I changed the password and the and the username. I did change it already. I did change it after I got everything back working. And now, once I changed it, now I can't get back in. I don't know if I did a typo error. So my, my network shows up as cudo shows up as my new name that I wanted. but, uh,
03:00
Speaker 2
your links as live fizer, um, did did you change already the Wify name and password, or it's just still um on the default one. [silence] um, you did change it earlier.
03:00
Speaker 1
strange, at just... correct. It won't allow me to connect to that Wi-Fi. I did it through the app, yes. It is not. I can put my laptop directly into the Linksys.
04:00
Speaker 2
All right. And you input the password that you created, but it will not allow you to connect. I see. All right. And where did you change your WI-FI name and password earlier, sir? Is it on the app also? I see. Okay. All right. And your laptop, sir, is not connected also to the WI-FI? Oh, yeah. Can you wire it directly to the router? Um, yes, I can, but I'm trying to connect to my WI-FI first. Um, don't worry, I will guide you step by step so that you know how to do it and make sure that it will work, right? Uh, okay. Um, can you please restart your laptop first? Uh, sure. Give me a second, please. Okay, done. Okay. Let's start now. Um, just click the WI-FI icon on the system tray. Uh, don't see it, sir. You mean the IE-FI icon. Yes, click it and then see what is available. Uh, I see it in. Okay. What you do is select the name of your router and then. Okay. Okay. Cliche. Uh, here's the software. It accepts the software. Uh, okay, now you have to insert what do you want. Okay. Uh, what password is this. This is the password of your Wi-fi or your router. Okay. Okay. Uh, I don't see anything. Uh, sir, don't you see your wi-fi name here? Uh, let me see. Okay. Um. Okay, I just need to connect to the wi-fi. Uh, are you sure? Why can't you trouble your spiral? Uh, just a minute. All right, let's get out of here. Yeah. See ya. Bye bye. Take care. process or the links yes i'm route there uh-huh
04:00
Speaker 1
Okay, let me just try my other laptop here. [music] They still there. I'm just having trouble. Okay. So should I go to link, sis? Yes, I'm in. on my. Oh, hold on. Hold on. 1 9.
06:00
Speaker 2
168 [silence] are there sir [silence] it's wired directly to the router [silence] their laptop alright [silence] so you can open a browser and type in 192.168 [silence]
07:00
Speaker 1
Two.
08:00
Speaker 2
that one six eight one six one six one one yes enter all right Norris um are you using a chrome or uh Safari all right so kindly click um show details and then visit this website all right and what is it showing right now
08:00
Speaker 1
OK.
09:00
Speaker 2
All right. Yeah, kind of insert your router password. Sir, um, try the default password on the bottom of the main node. Printed on the label. [silence]
09:00
Speaker 1
admin. Just admin. uh-huh, invalid password. I, I believe I did. Okay, now it says Wi-Fi name, Kudwa Wi-Fi, it has password and highlight it says username. [silence]
10:00
Speaker 2
right. Um, how about admin, sir All lower case? Yes. Um, did you create a router password earlier, sir? when you, um, create the Wi-Fi name and password? Uh, I only input the password that you remember? That's great.
10:00
Speaker 1
Here, it's wanting to save the password and the username for this account. [silence] brand gotta WiFI. It'll name it personalize your WiFi name password. It'll says uh Qda WiFi is the name I picked. But um and it says the password is the old one. here.
11:00
Speaker 2
All right, and what does it say, sir? You may just skip that one. I see. Right. So yeah, you may customize that one there. Like, you can create a new password or a Wi-Fi password.
11:00
Speaker 1
right on this screen here? Just OK. OK. And keep in mind, changing your Wi-Fi means your QuickStart Guide will no longer work. OK, keep in mind that...
12:00
Speaker 2
Yes sir, just follow the setup wizard. And after that sir, make sure that you take a note of the password you created and or take a screenshot of that.
12:00
Speaker 1
Now I'm in the saving changes. Okay, check save. Who the Wi-Fi is ready. Connect your device to new Wi-Fi. Okay. Okay, and that seems to connect. Yes. One second.
13:00
Speaker 2
All right. All right, so kindly check your phone first and see if the network name you marked that is showing. All right, so it's showing and try to connect to that, are you not connected?
13:00
Speaker 1
And is running to get it here and back into the website.
14:00
Speaker 2
All right. So you are now connected. Uh huh. Uh huh, uh huh. All right, sir, yes, is there anything else that the CSU has other than this? All right. All right, [silence] see, so you can now access the linked [silence]
14:00
Speaker 1
Oh, yeah. It's trying to log on right now. Now my. My child node is flashing red. Only about two feet.
15:00
Speaker 2
Yes, sir? All right. How far is it from the main node, sir? All right. Just wait for a minute because I think it's rebooting.
15:00
Speaker 1
Okay So right now it's just blinking red Now on that last page on my laptop It says Have more nodes
16:00
Speaker 2
I's just apply some changes with your router settings. Okay, so let's wait for about two to three minutes and I'll set a timer here with chat. Hmm.
16:00
Speaker 1
I don't have to pay notes do I? Okay. [silence]
17:00
Speaker 2
You don't need to sir, since you already add all the mods right? You can skip that one! All right. The channel, sorry, is it still blinking red? All right. Kindly unplug it from the power source and wait for 30 seconds before you plug it back in.
17:00
Speaker 1
Okay, I'll plug it back in. Um, let me check. I did. You want me to go back? Okay.
19:00
Speaker 2
All right, and also, sorry, I'm on the link page there. Did you close it already? All right. Uh, no need, sir, since you already changed the Wi-Fi name and password, so you of, need to access it again. So let's just wait for the child, uh, node to connect back to the main node or to the network.
19:00
Speaker 1
I'm going to need a...
20:00
Speaker 2
Alright. so it means that it's still rebooting, since you um just plug it back in. So, let's wait for about two to four minutes. Right. Um, can you tell me first what's the what's the status of the node right now? The child node. It's still in thingy al Alright. So let's just give it another minute or so. All right, so now let's think in west. Please for a minute.
20:00
Speaker 1
Nope, it just went white. So it's a solid white. That's what we want. [silence] Yeah. No. Thank you very much.
25:00
Speaker 2
All right. Is it now so blinking red, sir? All right. Now it's solid white. Yes, sir. All right. So since um, so it's now solid white and you already changed the wi-Fi name and password of your wi-Fi, is there anything else you would assist with other than this?
25:00
Speaker 1
Okay. Thank you. Thank you very much. Bye. You too. Bye.
26:00
Speaker 2
All right. You're very much welcome, sir. In case you need further assistance, you can contact us back. You just simply provide the same ticket number that you provided some earlier. All right. Thank you so much, sir, for contacting microsoft. Have a good one. You're welcome.
26:00