V2 Rubric Detail — 6867008a-69a8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 17:25
Duration
27m 47s
Contact
Carolyn Dennis
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133633
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CONFIGURED WIRELESS SETTINGS.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall69.6% (+47.6)

V2 Grader Summary

The agent properly handled out-of-warranty protocol, offered paid support, and executed key troubleshooting steps including admin password recovery and band splitting. However, the call concluded without confirming that the customer regained stable network access, as evidenced by reports of 'router not found' and lost Wi-Fi. The issue was advanced but not resolved, resulting in a partial resolution.

V1 Case Analysis

Out-of-warranty WHW03421 customer couldn't access router or split SSIDs. Agent pushed paid support, gave incorrect URL (myrouter.info) and unsupported SSID changes, causing Wi-Fi loss. Issue unresolved with no next steps.

Troubleshooting Steps
  • Collected payment for paid support before basic triage
  • Directed to incorrect router URL (myrouter.info)
  • Guided through admin password recovery using recovery key
  • Instructed to rename SSIDs (add '_2.4') to separate bands
  • Advised to set WPA2 Personal for 2.4 GHz and WPA2/WPA3 Mixed for 5 GHz
Key Observations
  • Agent pushed paid support at [04:00] before performing any triage or verifying issue scope.
  • Collected full credit card details at [09:00] before any troubleshooting was attempted.
  • Provided incorrect router access URL by suggesting myrouter.info (SPNM6x-only) for WHW03 Velop at [13:00].
  • Admin password reset was not verified before proceeding to SSID changes.
  • SSID-splitting guidance (adding '_2.4' suffix) is not documented in KB and caused Wi‑Fi loss.
  • No verification of Wi‑Fi functionality after changes; customer reported 'router not found' at [23:00].
  • Failed to offer any self-help path, escalation, or callback despite unresolved issue.
Positive Highlights
  • Collected model (WHW03421) and serial number (20J20M37B48124) early in the call
  • Correctly identified the need to separate 2.4 GHz and 5 GHz bands for legacy device compatibility (though execution was flawed)
Agent Errors / Gaps
  • Premature offer and collection of paid support before standard triage
  • Provided incorrect router access URL (myrouter.info for Velop WHW03)
  • Failed to verify successful admin password reset before proceeding
  • Gave unsupported SSID-splitting guidance that contradicted KB and caused outage
  • Did not confirm Wi‑Fi functionality after configuration changes
  • No follow-up action, escalation, or self-help path offered after unresolved issue

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer reported 'router not found' and 'Wi-Fi is gone' after changes; agent did not confirm restoration of admin access or network functionality before call ended.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided through password reset and SSID splitting, but failed to verify final connectivity or ensure the customer could access the network post-configuration.
R3 Met Correct resolution path conf 97%
Agent correctly identified out-of-warranty status, offered paid support, and proceeded with troubleshooting instead of dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent collected model, serial, and light status but did not investigate the root cause of login loop or gather specific error messages before proceeding.
T2 Met Appropriate tools / resources used conf 93%
No additional tools (e.g., remote session, logs) were required; agent used correct web interface guidance appropriate to the issue.
T3 Partially Met No misinformation conf 90%
Agent incorrectly stated 'solid green' indicates working for WHW03 (correct state is solid blue); other guidance (192.168.1.1, myrouter.local) was accurate.
Communication
C1 Met Clear & professional language conf 96%
Agent set expectations about warranty, paid support, and session scope, then maintained control throughout the interaction.
C2 Met Confirmed understanding conf 95%
Agent used clear, non-technical language, repeated instructions when needed, and adapted to customer confusion around URLs and settings.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, did not transfer, and followed through on the paid support process.
O2 Partially Met Proactive follow-through conf 87%
Agent provided step-by-step actions but did not set a clear timeline for resolution or offer follow-up beyond the paid session.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this appears to be the first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue was within agent’s scope for paid troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent apologized sincerely, acknowledged customer frustration over two-day struggle, and remained courteous under pressure.
X2 Met Tone & rapport conf 94%
Agent adjusted pacing, repeated URLs, and confirmed understanding when customer expressed confusion about login process.
X3 Met Overall experience conf 95%
Agent used previously provided information (model, serial, node count) and avoided making the customer repeat details unnecessarily.
Call Transcript49 turns · 52 lines
Speaker 1
[silence]
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 products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available, depending on the issue. Hi, thank you for calling Linksys. This is Regina going to help you today. what is this your first time. go ahead. go ahead. yeah. okay. so, i totally understand your concern ma'am, but is this your first time calling on for support? and are you calling from United States? may i know your first name and last name? D-E-N-N-I-S. Denise. and your callback number. and your email. again, how many links is nodes or routers do you have in total? Carolyn? can you please be? so three. three. [silence]
00:00
Speaker 1
yeah the um yeah so uh i will do that i copied the wrong information hold on hang on yeah um it is um the serial number is two zero j two zero m three seven b four eight one two four uh exfinity that's right, v2, we have a v2 on the end there. [silence]
03:00
Speaker 2
In total, can you please provide a serial number of the parent node? [silence] And who is your internet service provider? OK, so the model number of your Linksys device is all WHW03421.
03:00
Speaker 1
Okay. Okay. And it's with Linksys though right? Not like an ex not a third party. Is it yeah like a yeah so just want to make sure though because like it's not like a third party like outsourced thing. It's definitely Linksys that's going to help. Oh you can you just need to.
04:00
Speaker 2
Now, before we proceed, Carolyn, I would like to set an expectation regarding of the warranty status of your Linksys devices. Okay. So it indicates in our system that your Linksys devices are no longer under warranty. And I really apologize that live support is no longer available. However, we have paid support, so I can still assist you setting up your Linksys devices again, configuring the wireless settings, but you need to pay $15 for and it's good for 60 minutes of troubleshooting. Yes, I can assist you on how to do it. Yes, of course, I can assist you.
04:00
Speaker 1
Oh, okay. Got it. You just need a-- a credit card. Is that right? Okay. That's fine. The light. Oh, they're blue. Oh, shoot. This one went-- they were blue. Huh. Interesting. Well, right now the parent node is the... Greeny blue. And I can only-- the other-- yeah, it's the green. And-- oh. My other node here was blue. Now it's flashing-- it's flashing-- red, I think. Oh. Okay. Okay. Okay. You're-- you're the reason why it's turning-- it's flashing. You did that?
05:00
Speaker 2
Yeah, I just need a confirmation from you if you're planning to proceed with the page support so that I can assist you. Okay, but let let me just confirm what is the light? What are the light indicator of your likeness devices at the moment? Okay, try to check. Solid green. Of course. So while waiting for your devices to boot up, uh give me also one or two minutes to prepare my tools on Carol end.
05:00
Speaker 1
Oh, yeah. Okay. I, I re I actually deleted the other the old network and created a whole new network. I did that yesterday. Yeah, I did. I changed everything. And I reset the nodes, like I did a hard like a reset, like a hard reset, and did a whole new network. But this was this problem started this is the reason I did that was cuz I've been working on this for like two days. I haven't been able to get into my account. And so I was using the AI thing and they were telling me what to do. And then I had to end, I ended up like just completely restarting the whole system because I was just like it must that must be it. And then I still like.
06:00
Speaker 2
you're trying to access. Uh, if you change your wi-fi name and wi-fi password right now, Or have you did and did you try to change your
06:00
Speaker 1
Okay, it still doesn't work. I still can't get in. Like I keep getting I can't Reset the password. Okay, so there's another way to do it basically. Okay, because I've been trying for two days. Okay, the app won't let me separate the networks, right? So yeah, and then this yeah, the belt. Yeah, and then the links this webpage, like the access page. Yeah, I just it just sends me in a loop. So okay. So if there's another way so
07:00
Speaker 2
Okay. okay. Regarding with that, Carolyn, I sincerely apologize due to its firmware update. So this w03 are no longer visible on the Lynx app. and yes, the Linksys smart wireless remote access has been also discontinued. And however, your router and internet connection will continue working normally, but you can still manage your router settings by accessing its web interface. So I can assist you on how to do that. Yes, of course. There's another way to help you do it. not, yes, the link is up.
07:00
Speaker 1
Okay, that's great. Oh, okay. No, it's good. Okay, no, the child node's blue now. The other one's in the garage downstairs, so I don't see it. I can't see it from here but this one's blue. That's fine. Okay. Okay. I'm in I'm in the US. Yeah. I'm yeah.
08:00
Speaker 2
there's another way and let's just also try to set up the child nodes before we proceed on configuring your wireless I think by purchasing the service um go ahead okay so we can check by accessing the web interface earlier so by purchasing this service caroline you need to agree to this one-time non-refundable technical support session lasting up to 60 minutes so just in case you are unable to resolve your issue but i guess we can resolve it since there's another way on how to access the web interface so no refund or replacement will be issued for this one okay and this paid service is for troubleshooting only and does not include any follow-up sessions and you're calling from united states right okay this call is not recording [silence]
08:00
Speaker 1
It's Carolyn, it's Carolyn Dennis, C-A-R-O-L-Y-N, last name Dennis. [REDACTED_CARD_NUMBER]. 0728. one five six. Yep. That's right. [silence]
09:00
Speaker 2
while we are gathering your credit card information. So may I know your first name on your card? Okay. And your card number. Okay. Okay. Your next expiration for the month and year. And the security code of the card, Carol Anne. Okay, so your email that we're going to use to send the receipt is [silence] denis@rogers.com. Okay, so let me just process a receipt first before we going to configure your
09:00
Speaker 1
Okay. Um yes, I just have to sign on to, I just, let me just restart it to get on to the, uh, the network. It just takes a sec here. there it goes. Okay, it's starting up. Okay. Can do that on the one. I can do that on the phone. Okay. Oh, PayPal. It came from PayPal. Okay. Okay. okay. Yep 15 US. Yep. So, so my, so it's, you know, my, these are old. I know this is an old system, but I'm kind of in a pinch to get it set back up. So it looks, yeah, like, it's the green, it looks green on the parent and then the blue, a solid blue on the, on the child. Yeah. Okay. Okay. It's Windows.
10:00
Speaker 2
check your email, also if you received the receipt that I just sent. yeah. yes, PayPal $15. yeah. okay that's good. so both parent node and the child nodes are solid green, indicating that it's working. it's providing internet connection. yeah, okay. Solid blue or solid green for these devices, which means they're working the same. Okay, can we hook up your computer? Is it a Windows or Mac computer?
11:00
Speaker 1
[silence] in sorry in my yeah so yeah I'm on it. Yeah. Yeah I'm on it. [silence] Okay. [silence] Google. There we go. Yeah. yeah. yeah. okay. [silence] and then it's login router network login admin. [silence] it. uh... Okay, so do I [silence] like I put it in Google? So, it's coming up.
12:00
Speaker 2
Okay. Is your Windows computer connected now to your Linksys network? On the parents' node, yes. Okay, kindly open a browser such Google, and then on the address bar, type 192.168.1.1. Admin. Yes.
12:00
Speaker 1
Okay, so, um, logging in admin or router network. Okay, I'll just click that one I guess. Okay, it says router network. Is that right? Login admin? Yeah. My router, not local. [silence]. Okay, wait, so, I'm a bit confused. Because if I go, if I put in the 192,168,1. One, um, it does a search, right? I'm searching. And Moby router network. No, okay,
13:00
Speaker 2
Okay. So delete 192.168.1.1, unkindly try to use my router.info, one word, m y r o u t e r . local. Sorry, my router.local. [silence] No, they're not triggered. It should. [silence]
13:00
Speaker 1
Okay, that's what I thought. Just on the address bar, okay? So let me go back. So I'm going to use Chrome. You think that's okay? Okay. Yeah, okay. There we go. Right. Now it says, why am I getting this? It says Linksys. Why am I getting this warning when I try to access my router's settings. Yeah, okay. Advanced. Right. So this is where I was, this is I've done this already and this is where it doesn't work. Wait, so it takes me to... Okay, but wait. So, I just went so it comes up. It's the reset admin. So, it's the admin site for links to smart Wi-Fi, right? But it won't let me put in a password.
14:00
Speaker 2
Yeah, let's just try to use Chrome for this. OK. Click Continue or Advance. OK. So, let's just try with my guide. OK. So, you're. OK. Hold on. So, you're currently on a page that says Keep your Wi-Fi handy.
14:00
Speaker 1
Sorry. no, that's no, no, it, it doesn't. No, so what happens is it misses that. I've seen pictures of that on the web, but no, it comes it goes it goes right right now, it took me right to reset admin password, enter recovery key. Yeah. Yeah, so okay, I've done this. Um, one second. And it this is what else you know. I'll let you know what happens. But okay, so it's 03915. Okay. And so then I say submit. And now it says create a new admin password with a hint. So, and then
15:00
Speaker 2
there's a picture or image of the two phone okay can they read the information okay the recovery case later on the bottom of the parents node the five numbers okay yeah so make sure to follow us
15:00
Speaker 1
Okay, what is, it doesn't say, it doesn't give me any requirements. It says, yes. No, it doesn't. This is the thing. It doesn't like it's it's okay. You need a special character? Yeah. Okay. So, wait a second. Okay, I'm going to try.
16:00
Speaker 2
Okay. [silence]
16:00
Speaker 1
Oh. See, I've been using this, but you know what? I was trying not to use a special character because I've this is why I need to split up my um network. Because I'm using it for uh an older device and it wouldn't take any uh characters for the Wi-Fi. Anyway, don't Okay. Okay. Okay. Can you help me split it up now? Now that we're in? Thank you. Yeah, I am. Yeah. Um connected? Yeah. Yeah.
17:00
Speaker 2
Okay. So are you on the links to Linksys Smart Wi-Fi tools? Okay. This time, check your network status first. Connected? Okay. That's good. Okay. Now, can you please go to the device list and check if they-there are three nodes connected?
17:00
Speaker 1
Yeah. I have, yes, I have router, child node one and child mode two. Okay, yeah. Wi-Fi settings. Okay. Yeah. Separate? Yeah, cause I have some smart plugs and I have some other things that will only work on a 2.4. they're special. Yeah, and they're, they're, sorry, go ahead. What's the name? uh, Roxy Bobo.
18:00
Speaker 2
Okay, that's good. Okay. Click, okay. Then, go to the wifi settings. Okay. You can see your 2.4 and 5 GHz bands. Okay. This time, Carolyn, may I ask? May I know the reason? Why you need to configure or split? Thank you. Yes. That's good. I see. Okay. So, what is your what is your current wifi name for both the bands for the bandwidth?
18:00
Speaker 1
Okay. Okay. Yeah. Okay. Okay, so it says, except, so, where, how do I do this. If I go into WPA settings, it says, WFB my name with the password and then WPA two personal and it says mixed. Um, oh, no, oh, here. So here, here's more. So here, no, here. Okay, so they both are the same. Okay, so, but they both say mixed. They don't say, like it's, it says there's a 2.4 and a five Just put, okay, just put dash, just put underscore two four.
19:00
Speaker 2
you're connected to the net. So, to avoid any disconnection, just leave the wi wi Wi-Fi name for the 5 G band the way it was or the way it is. But it is your 5 gigahertz band though but for the 2.4, just add underscore 2.4 so that they will split and it will detect and show it's on the network list since you have different Wi-Fi name. Okay. So if nothing shows 2.4 or 5 gigahertz. Then. Okay. Yeah, it's okay. Just do not click apply yet. Just Press save. Then wait for a couple of seconds and then refresh or wait for a couple of seconds until the order router gets to start again. Then check your Wi-Fi. And when I go, I'll just disconnect. Okay?
19:00
Speaker 1
for for 2, 4, for the, well, i'll, I don't, I don't think I'm allowed to use this. um I'll just put 24. I can just, just put something different, right? I'll put Roxy Blue 24. What the 24? Roxy Bobo. Oh, it is? Oh, how many, how long can it be? How long can it be? Does it have to be two?
20:00
Speaker 2
[silence]
20:00
Speaker 1
.4. Can I just put 2-4? Okay. Okay. I just put 2-4 rocks. I just put 2-4 rocky. Okay. Okay. Um but is it okay did it it says mixed because it's Or do I just put a quick o for alts? Yep. Yep. that's right I got that. Oh. Okay. mixed presonal for Okay. So yeah. So that for for the two four it's just yeah, the WPA 2 presonal and the other one is mixed presonal. [silence] That
21:00
Speaker 2
yeah, of course. Our main goal, yeah, our main goal is for you to recognize your 2.4 gigahertz band. Okay, for that one. Yeah, for that one, do not click apply yet. So for the 2.4 gigahertz band, make sure the security mode is WPA 2 Personal. And for the 5 gigahertz band, make sure they are WPA 2/WPA 3 Mixed Personal.
21:00
Speaker 1
Okay, got it. Do I hit, apply? Okay. You've chosen a risky security type. Most secure choices... That's okay. You're... Okay, so two .4 is 24. Okay, yeah. That's fine. It's - actually, I I I took everything off because I've already blown up the whole system. So we're good. I'm like, I was I was desperate. I I I did all this and I I did all this, I
22:00
Speaker 2
yes. yeah it's okay. yeah let's proceed. yeah because you mentioned already that you have smart devices so we really need to split the band. and of course um Carolyn, we can also change the 5 GHz. we can add five on it but then the problem, all devices will disconnect and you need to connect them individually since we created a different WiFi name. okay. okay.
22:00
Speaker 1
All that and then I went to bed because I was like, I have, I had, I needed to sleep, come back and do this today. Anyway, okay, so do I want to continue? Yes. Got it. Applying changes. Oh, shoot. It's a dang. Connecting to Wi-Fi. Okay, Oh, the router's notound. Oh, my computer went off. You're not going to, is that okay? Sorry.
23:00
Speaker 2
Yeah. Yes. It shows router not found. Okay, check your wireless devices. Yeah, okay. But you can use... Yeah, check, go to your wireless network or Wi-Fi [silence]
23:00
Speaker 1
Yeah my Wi-Fi, my Wi-Fi is gone. The Wi-Fi, it's, I'm going to have to restart my computer, my network and internet settings. Yeah, my computer's kind of old. It's not I see what you're saying. Yeah yeah, got it. Oh, yeah, I'm not, oh, here. It's not connected. You aren't connected to any networks. So where is the network? Where am I in my network? Get Help. It's not giving me oh,
24:00
Speaker 2
w4g5,
24:00
Speaker 1
Yeah, I can do it off here. I can do it. Yeah. Yeah. They're here. They're both here. Oh, I don't know. I have what see if the smart device, I can do that later. That's okay.
25:00
Speaker 2
Yeah, for example, using your phone, go to the Wi-Fi settings and then check if there are two Wi-Fi names that are broadcasting or detected. Okay, so try to connect your smart devices that you mentioned earlier since we successfully separated the bandwidth. Yeah, and then So for a better performance, Carolyn, you can connect your devices through your.
25:00
Speaker 1
Yeah. And actually, they're so, like, I didn't know that. It's interesting. It was not just the 2.4. But you couldn't have, cuz I had it split up, but I had a special character in my Wi-Fi password, and it wouldn't accept it. So I had to change the whole network. So yeah, like it's just really funky. So. The, yeah. I don't. Okay. Um, okay. So, can I just restart my computer.
26:00
Speaker 2
5 gigahertz band, yeah, but do you mention earlier that they are some devices that recommends to connect with the 2.4G That's why we split the band. Okay, but your Wi-Fi password is still [silence] still remember your ether password that we just created earlier and your Wi-Fi password because they're actually different and then try to reconnect reconnect your devices in your end, such as your computer, your phone.
26:00
Speaker 1
Let me just, hang on. This is my computer's old and um, so that's another one. I'm going to restart. I just find I have to restart and then I'll sign on to the, I'll sign on to the network, and then I'll go, but it's already changed, right? If it's already on here, then.
27:00