V2 Rubric Detail — 6d10499e-74c9-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-30 21:19
Duration
15m 11s
Contact
Mark Mclean
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135409
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to separate the networks
⚠ 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

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall90.7% (+34.7)

V2 Grader Summary

The agent successfully resolved the customer's issue by guiding them to separate 2.4 GHz and 5 GHz SSIDs via the router interface. However, T2 and T3 are downgraded due to providing an invalid IP address (1.92.168.1.1.1), indicating a gap in technical accuracy. Despite this, the outcome was positive and no escalation was needed.

V1 Case Analysis

Customer unable to connect security door lock due to missing separate 2.4 GHz/5 GHz SSIDs on MX2000 mesh. Guided to access router UI, enable both bands, set SSIDs and passwords. Customer applied settings and indicated issue resolved.

Troubleshooting Steps
  • Guided customer to open router local UI via myrouter.local / 192.168.1.1
  • Navigated to Wi‑Fi Settings and enabled both 2.4 GHz and 5 GHz bands
  • Set separate SSIDs and confirmed same password can be used for both
Key Observations
  • Agent provided multiple incorrect URLs: 'myrouter.myrouter.local' at [07:00] and '1.92.168.1.1.1' at [08:00], causing avoidable confusion and browser errors.
  • Agent did not verify that the security door lock successfully connected after the changes, leaving resolution unconfirmed.
  • Agent used 'register.lynx.com' instead of 'register.linksys.com' at [00:00] and [03:00], a clear typo in a critical instruction.
  • Agent failed to acknowledge customer frustration when the customer expressed difficulty setting up the lock.
  • Despite errors, the agent correctly identified the need to separate 2.4 GHz and 5 GHz bands and guided the customer through the correct steps in the router UI.
Positive Highlights
  • Correctly identified that the MX2000 is a dual-band router and that separate SSIDs were needed for the security door lock to connect.
  • Collected model number, serial number, customer name, and email, fulfilling basic case documentation requirements.
  • Successfully guided the customer to log in to the router via the fallback IP address 192.168.1.1 after initial URL confusion.
  • Provided accurate instructions for navigating to Wi-Fi Settings and enabling both 2.4 GHz and 5 GHz bands with distinct SSIDs.
  • Issued a valid ticket number (LTS00135409) and provided the correct support URL (supports.linksys.com) at the end of the call.
Agent Errors / Gaps
  • Provided malformed URL 'myrouter.myrouter.local' at [07:00], which is not a valid access point for any Linksys router.
  • Provided invalid IP address '1.92.168.1.1.1' at [08:00], which is syntactically incorrect and will not resolve.
  • Directed customer to 'register.lynx.com' instead of 'register.linksys.com' at [00:00] and [03:00], risking phishing or failed registration.
  • Did not confirm that the security door lock was successfully connected to the new SSID after configuration changes.
  • Failed to express empathy or acknowledge customer frustration when the customer said 'I'm having a hard time with this'.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer stated: 'I think you've got me figured out. I appreciate it.' Agent confirmed resolution with 'Are you good to go?' and call ended positively.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through accessing local web interface, navigating to Wi-Fi settings, and editing SSID names for both bands — directly addressing the core issue.
R3 Met Correct resolution path conf 96%
Agent correctly pursued configuration troubleshooting for an in-warranty device without prematurely escalating or dismissing the issue; appropriate path for a setup/configuration need.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent correctly identified that the customer's issue (connecting a security lock) was likely due to the lack of a separate 2.4 GHz band, which is a standard requirement for many IoT devices, and targeted the solution accordingly.
T2 Partially Met Appropriate tools / resources used conf 95%
Agent used the correct tool (local web UI) but provided a non-existent IP address ('http://1.92.168.1.1.1') before the customer successfully accessed the router via the correct IP, causing unnecessary friction.
T3 Partially Met No misinformation conf 98%
While the final guidance on separating SSIDs was correct, the agent provided a materially incorrect IP address ('http://1.92.168.1.1.1'), which contradicts the authoritative KB (universal_password_login.md) stating the IP is 192.168.1.1.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control throughout: set expectations, managed transitions, and confirmed completion before closing the call.
C2 Met Confirmed understanding conf 96%
Agent used accessible language, repeated instructions clearly, and adapted to customer’s pace and comprehension level.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, created a ticket, and did not transfer — demonstrated full ownership.
O2 Met Proactive follow-through conf 94%
Resolution was achieved during the call; no further steps were needed, satisfying O2 requirements.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place; therefore E2 is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent remained polite but did not acknowledge customer’s expressed difficulty or frustration — missed empathy opportunity despite clear effort.
X2 Met Tone & rapport conf 95%
Agent matched customer’s communication style, checked understanding, and adjusted pacing effectively.
X3 Met Overall experience conf 96%
Agent minimized customer effort by using existing devices and avoiding repetition of information.
Call Transcript29 turns · 29 lines
Speaker 2
Welcome to Lynsis 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. book.lynksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. 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. Thank you for calling Lynsis. This is Epi, how can I help you?
00:00
Speaker 1
You might be able to help me. No. No, the network is working just fine. I have a Security doorlock that connects to the Wi-Fi, and I'm having a hard time connecting it for some reason, I I assume I think there's a A separate band for like security like type stuff that uh, I That's what I think I need help with, but um, I'm having a hard time with this and I'm hoping you can help me. [silence] [silence]
01:00
Speaker 2
okay, so you're trying to set up a password to your network. Mm-hmm. Oh, I see. I see. yeah. did you, uh uh. so did you separate the bands when you set up the router? Oh, I see. Mm-hmm. Okay. yes, cuz uh I think this router, MX2000 is a dual band router. So it should broadcast two networks, 2.4 and 5 gigahertz. So if that's the case, you're not able to see the uh the uh
01:00
Speaker 1
That's correct. Okay. So how do I get the separate bin? underneath the links this device. Hold on one second. Yeah, just yeah, hold on one second. I'm just trying to get over to it and turn a light on so I can see. Okay, the serial number.
02:00
Speaker 2
both, both networks, so you're just seeing one network right now, correct? Yes. So it seems, you've set up one, you've, you've set up just one band for that, for, for the two bands. Yes. We will, we need to access the router settings to do that, sir. Um, but before we'll proceed, can I have first the model number and the serial number of your LinkSys device? Just try to look underneath it. Yes. Just the serial number. I already have the model number. Mm-hmm.
02:00
Speaker 1
the D one 0 M 2 0 2 3 C 0 3 1 6 7. [silence] That's what I have. [silence] Yes. [silence] Uh. [silence] In my email, I do. [silence]
03:00
Speaker 2
Yes, sir? Okay. Five, zero, D like David, one, zero, E like Evelyn and Mary, two, three, C for Charlie, zero, three, one, six, seven, correct? Okay. So let me just check the serial number. And you mentioned this is newly purchased. Do you have a copy of the receipt? Okay. Yes, because for us to, yeah, I would suggest you register this device, okay, for us to be able to validate the warranty, okay, since it's newly purchased. You may go to register.lynx.com. just do it later on, okay? So, let me. [silence]
03:00
Speaker 1
Yes, Mark M A R K. McLean M C L E A N. Yeah, mac powers MCPOWERS one five. Email. Yeah, correct. Yeah. Um, bidium.
04:00
Speaker 2
let me create a record, can I have your name, sir? and your last name? All right, and can I also have your email address, Mark? mm-hm mcpowers15@gmail.com. So that is again M-CPowers15@gmail.com, correct? Okay and who is your internet provider? Come again, it's?
04:00
Speaker 1
Vidium, F-I-V-I-U-M, it's the old consolidated communications. Say that again? Uh, at this place, yes, I have a, uh, just the MX2000, but I have three nodes, and then in my, yeah, and then the, my other house, I actually have the link s device as well. Uh, I am connected via my phone, but I have a computer here with my wife, yes. [silence]
05:00
Speaker 2
Oh, I see. Okay. How many MX-2000s you have? Just one. How many Lynxis devices you have, the MX-2000? Oh, you have three nodes? Okay. Okay. Okay. Okay. All right, sir. So, do you have any computer available? Are you connected to your network already? Okay, can we use the computer and
05:00
Speaker 1
[silence]
06:00
Speaker 2
So, instead. Let's open up a browser. So that computer is already connected to your network, right? The one that you set up? Okay, all right. So, open up a browser. Do you have Google Chrome? Okay, just open up Chrome. And on the address bar, type in HTTP colon slash slash my router .local. Okay, then press enter. [silence]
06:00
Speaker 1
Define device on local network. Yeah. It says allow or don't allow, so just put don't allow. It says the site can't be reached. Try not to spell it right. Hold on one second. You just cut it out. HTTP. S. Yup. Okay.
07:00
Speaker 2
you may just counsel that are you not able to continue without allowing it uh... yeah again that's HTTP HTTP colon slash slash my router dot local http colon without the s just http colon slash slash my router dot local [silence] http colon slash slash my router.my router dot local
07:00
Speaker 1
This site cannot be reached, check if there's a typo of my router local. Same thing, the site cannot be reached. Okay. 192. Okay,
08:00
Speaker 2
Okay, how about this, um, let's try http, uh, let's try http colon slash slash 1.92 dot 168.1.1.1
08:00
Speaker 1
So, 192.168.1.1. Okay, why am I getting a warning when I try to access my router in a browser? Because your connection is not private. Okay, click on advanced. Where do I go to? I've got Google Chrome, click advanced proceed.
09:00
Speaker 2
one. one Cl one, one, dot one, dot one. Yes. Okay. Yes, just go to advance. Click advance and then proceed. Do you have advanced options? Yes, just go to advanced and then proceed to unsecured something like that. Do you
09:00
Speaker 1
it's trying to find. Do not show this again to hit continue. Click advanced. Your connection is not private and then what do I hit after advanced? Proceed to 192.1.1. Okay. Keep your wi-fi handy. Asking me to download the app. Oh, if you go. Back is paid medical condition. Is it. Okay. Keep your wi-fi handy.
10:00
Speaker 2
... I'll be going to them. ... Mm-hmm . . . .. you see picture picture of the two phones? but this click on it. .
10:00
Speaker 1
Okay, access router. Yep. Okay, I'm in. Okay. Okay, I see CKA, you want me to click on CD. Okay, I've done that.
11:00
Speaker 2
[silence]
11:00
Speaker 1
OK. Okay, so I'm. When I when I get it.
12:00
Speaker 2
Okay, after you click on C.A., go to wi-fi setting. [silence] And there you should see the 2.4 and the 5 gigahertz bands. Okay, so you may set up the wi-fi name as well as the wi-fi password. So for the wi-fi name, you may put in your name, and then I would suggest you put 2.4 at the end. So by the end of the name, you may put 2.4 and then same goes with the 5 gigahertz. Just put your name and then put five. And then for the wi-fi password, go ahead. [silence] [upbeat music] [silence]
12:00
Speaker 1
It doesn't allow me to type in there. I click on it. No, I won't click on the right. Okay, got it. Will the password be the same? Okay. I see it now. I think I've got it. [silence]
13:00
Speaker 2
Did you click on WiFi settings on the left panel below troubleshooting? It should be on the left panel, sir. Below the router settings, there is a WiFi setting. Yes, you may use the same password for both bands. Okay. So you may save the settings, sir. Once you click apply, and check the uh the wireless devices, you need to reconnect, by the way, since you've uh changed the um the WiFi name. So, you need to connect [silence]
13:00
Speaker 1
Okay. I think so. I don't think so. I think I think you've got me figured out. I appreciate it. Okay. Okay. Thank you very much. Thank you.
14:00
Speaker 2
It's either you connect to the 2.4 or to the 5 gigahertz. All right. So okay. So, are you good to go? Will there be anything else, Mr. Mark? Okay, not a problem. You're very welcome, sir. For more information, just please visit our site, supports.linksys.com. And, sir, you may take note of this ticket number. Let me know if you're ready. The ticket number is L for Lima, T for Tango, S for Sam. 0 0 1 3 5 4 0 9. All right. Thank you for your time, sir. This is Epi from LinksOffice. Thank you for calling. Have a great night, take care. Bye.
14:00