V2 Rubric Detail — 7336a03c-6413-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 14:56
Duration
38m 8s
Contact
Kulvinder Bath
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132778
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNMX56CF-UK Router feature

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall76.5% (+16.5)

V2 Grader Summary

The agent correctly diagnosed that the MX5600 does not log connection timestamps and provided appropriate security recommendations, achieving partial resolution. Technical accuracy and tool use were strong, though communication and empathy could be improved. No escalation was needed, and the agent maintained ownership throughout.

V1 Case Analysis

Customer requested historical connection logs for unknown devices on MX5600; agent confirmed feature not available, advised security hardening: change Wi-Fi/router passwords, enable WPA3, configure guest network, and optionally hide SSID. Customer accepted recommendations. Case #132778 logged.

Troubleshooting Steps
  • Verified router model (MX5600) and accessed web UI at http://192.168.1.1.
  • Navigated to Device List and confirmed no timestamp data is available for past connections.
  • Guided customer through changing Wi-Fi password and router admin password.
  • Explained WPA3 security benefits and enabled WPA3/Mixed mode.
  • Configured guest network with separate SSID and password.
  • Discussed option to hide main SSID for additional obscurity.
Key Observations
  • Agent correctly identified and communicated the product limitation: no historical connection timestamps in UI.
  • Provided accurate, KB-aligned security recommendations (password changes, WPA3, guest network).
  • Call lacked focus: agent introduced multiple security topics without prioritizing or confirming customer understanding.
  • Failed to verify customer access to Device List before proceeding with advanced steps (e.g., guest network, SSID hide).
  • No attempt to collect serial number or verify warranty, though less critical for a feature inquiry.
Positive Highlights
  • Correctly used http://192.168.1.1 to access router UI and guided customer to Device List — [05:00–10:00].
  • Accurately explained that the router does not log historical connection timestamps — [10:00].
  • Provided technically sound advice to change Wi-Fi and router admin passwords — [11:00].
  • Correctly described guest network functionality and setup process — [17:00–19:00].
  • Properly closed the case with ticket documentation and summary — [37:00].
Agent Errors / Gaps
  • Did not confirm customer could view the Device List before launching into advanced security steps (e.g., guest network, SSID hide) — [32:00].
  • Introduced multiple unrelated security features (guest network, SSID hide, MAC filtering) without assessing customer priority or technical comfort — [17:00–30:00].
  • Failed to collect serial number despite asking for it — [02:00], which is a protocol miss when model-specific troubleshooting or warranty eligibility may be relevant.
  • Did not clarify whether the customer had already changed passwords or applied settings before moving to next steps, leading to inefficient flow.
  • Misstated that WPA3 blocks users after failed attempts — this is incorrect; WPA3 improves handshake security but does not inherently lock out attackers after X tries — [15:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent confirmed the router does not provide connection timestamps, but offered mitigation steps (password change, guest network, SSID hide) — partially addressed the customer's security concern but did not fulfill the core request for historical data.
R2 Met Diagnostic thoroughness conf 90%
Agent guided the customer to the web interface, accessed device list, verified security settings, and confirmed the absence of timestamp data — conducted a complete diagnostic using the correct tools.
R3 Met Correct resolution path conf 95%
Agent recommended changing Wi-Fi password, enabling guest access, and hiding SSID — appropriate best-effort security hardening given the router’s lack of logging features.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Identified the symptom (unknown device, need for connection history), asked for model number, accessed device list, and correctly concluded the feature is not supported.
T2 Met Appropriate tools / resources used conf 95%
Used the local web interface (http://myrouter.local) to inspect Wi-Fi settings and device list — the correct and most reliable tool for this investigation.
T3 Met No misinformation conf 90%
Accurately explained WPA2 vs WPA3, guest network functionality, SSID hiding, and password best practices — all consistent with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gave instructions but had long silences, unclear transitions, and failed to set expectations or frame the interaction at the start.
C2 Partially Met Confirmed understanding conf 85%
Used terms like 'WPA3', 'SSID', and 'device list' without consistent comprehension checks; customer showed understanding but agent did not actively confirm it.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, performed troubleshooting, and did not transfer — demonstrated full ownership of the case.
O2 Partially Met Proactive follow-through conf 90%
Provided actionable steps (change password, hide SSID, use guest network) but did not set a timeline or schedule follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent’s scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not use explicit empathy statements, but remained patient and responsive throughout; customer did not express frustration and ended positively.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a consistent procedural tone and did not adjust for potential confusion, but customer followed instructions successfully.
X3 Partially Met Overall experience conf 85%
Customer had to navigate UI independently and repeat information, but agent avoided unnecessary holds and guided through key steps.
Call Transcript60 turns · 66 lines
Speaker 1
Hi. So I'm with Community Fiber and I've got one of your linke devices and uh um I was just wondering how can I there's a device on there which I don't recognize and I want to see the history of when it's connected. Do you have software that I can download and monitor my home broadband? The yeah. So basically I want to know when uh any unknown device connects to my router.
00:00
Speaker 2
Welcome to Lynxess support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Lynxess technical support. My name is Ellie. How can I help? Oh, well regarding Windows, I just really want to have some clarifications. Like you wanted something like a software where you can um that you will know about the router?
00:00
Speaker 1
I do but it doesn't give me any timeline. Yeah, so I've got to go for the moment and I can clean connected devices, it's got offline devices and it had an offline device there but I didn't don't know what it is. How do I? I just want to know when they're connected. Just when it connected because it's not connected at the moment. I want to know if somebody's trying to if somebody's connected to my Wi-Fi unauthorized and installing my data.
01:00
Speaker 2
So, do you have a Linksys app, sir? Okay. Can you check if you do have the device list? Okay. Okay. Okay, so do you want to remove those devices that is showing on the router or what are when it was connected or where is it connected? Is that it? Okay.
01:00
Speaker 1
[silence] I've got the model number MX 5600 5910 MA Echo E06577.
02:00
Speaker 2
OK. Here's the things, sir, you can actually do it using the web user interface or using a web browser, but but before we proceed, sir, can I please have the model number and the serial number of your Linksys router? Just turn it upside down, that little tower. There will be the information is there. And can you also give me the serial number, please? OK. Thank you so much. [silence]
02:00
Speaker 1
Cool. Winder Bath. That's K-U-L-V-I-N-D-E-R. Surname is Bath. B at H? What? You want to connect to my laptop? [silence]
03:00
Speaker 2
Okay. [ silence ] And by the way, sir, can I please have your first name and your last name? Okay. Thank you so much, sir. Let me just go ahead. Sir, you can actually, if you do have an iPad, we can use it and if you do have a laptop, it's much more better. No, sorry. You.
03:00
Speaker 1
open the front door. I can access it on my mobile. Okay, let me turn it on. Okay, can you hear me? Okay, sir. Okay. That's good enough.
04:00
Speaker 2
you, we are going to use your laptop so that we can access your router's settings. uh, yeah, that's actually the app that you're currently using, but it's actually much more better to use the web browser interface, cause there are some features that is only available on the web browser and it's not available on the app. Um, no, it can be connected wirelessly.
04:00
Speaker 1
Okay, you want me to open age Microsoft Edge. Which? Which browser is best? [silence] Okay, and then address one nine two dot sixty eight.
05:00
Speaker 2
Yeah, uh yes, you can use that I'm sorry Um any of your browsers that is available, you can use Google, you can use Um edge Uh yes, you can use it like 192
05:00
Speaker 1
I was asking for a router password. I did. I can see on my settings. Likely like by password note I need to do node now I got I'll be on there. So.
06:00
Speaker 2
168 that that that one or maybe HTTP colon forward forward forward my router dot local yes, so there did you change your router password before? You don't remember it. Oh.
06:00
Speaker 1
Okay. I'm in. Yeah. It's WPA2 personal.
07:00
Speaker 2
did these have restrictions? Okay, that's actually good. So, um, can you check sir, or go to Wi-Fi settings? Let me just, uh, let's go ahead and check the security mode of your Wi-Fi. So, once you're already in. Mm-mm, I'm sorry. Okay, P2P.
07:00
Speaker 1
Should I make it public? Yeah go on. Yeah. Yeah. Nick personal. Yeah. [silence]
08:00
Speaker 2
So with and the and the remember the remember the remember the remember the remember remember okay so. Yeah to make it more secure many now need you'll want to I should be easy just use at use the digits from your password, the phone that I can use that at and it's some people don't realize what the pub a system it's. two. And put the number there and under your network name, that'll be just a system, it's a way you can do that or if you want to go straight into your router system, you can just hit that's what you can hit. And that's a hard coded for military use or that's a hard coded. Codes. codes. codes. codes. Codes.
08:00
Speaker 1
Does this make it Do I need to change my Wi-Fi password now then? [silence] I did but there was a device on it that I didn't recognise so I'm wondering if that device I mean I could also do matches I and what I'd prefer to do is I'd I'd like to know if there was somebody outside connecting. [silence] Just have to wait till it finishes. [silence] Okay. [silence] Then go device list.
09:00
Speaker 2
Well it's up to you, sir, but did you change the Wi-Fi password before? Uh-huh. Uh yes, you can absolutely um . Mm-hmm, okay. So, uh yeah, you can actually click on device list, sir. Uh you can go out from the Wi-Fi settings. And then click on device list. Okay. Okay, so let's wait for it up until the changes has been made already. Okay, now go to device. Please check.
09:00
Speaker 1
Okay. Yeah. But I can't check when it was last on. It doesn't have the date or time the last time it was connected.
10:00
Speaker 2
Yeah. And then, uh, click on any of the devices that you don't recognize. And you can see there like which router is it connected. And you can check also. Uh huh. So. Um, yes, sir. You have those information there. Um, I, yes, sir. There's no time stamp on when did it start connected and, um, it will only show like where it was connected. But for the security, sir, of your Wi-Fi, uh, you can then go ahead and change your Wi-Fi password. [silence]
10:00
Speaker 1
Uhhh, should I change the router password as well? And then what would you recommend for a password?
11:00
Speaker 2
and make, you know, to make it more secure. yeah, absolutely you can absolutely change the router password. so, to change the router so, to change the router password sir, um, click on connectivity that's under router settings um, you must use a, like, since uh, you can actually like uh, use multiple characters here. now, don't uh, do not use your last name, do not use your first name because it can, you know, people that you know can easily can easily then, uh, you know ah, guess your password.
11:00
Speaker 1
Okay, is that again? Okay. Okay, I'm just. Um, :) :) Yes. I know, but it's so easy to get around that. If somebody wants to do it, they can easily get around and see which ones uh are not broadcasting. So it's an easy. It's very easy to get around, all you're doing is you're you're not broadcasting it. Better. So there's Just the one. Yeah, I mean uh WPA 3 will be higher security, so now that I've changed the password they shouldn't be able to get on.
12:00
Speaker 2
Router that you can hide your Wi-Fi name, so that no one will have the visibility of your wife, of your wife Wi-Fi. Like no one can see your wife Wi-Fi password, I mean your wife Wi-Fi name. You can actually do it. Ah, yeah. And now, by the way, sir, how many? I'm sorry. Yes, you're actually right, sir. Uh, but by the way, sir, how many LAN this router do you have? Okay. Yeah.
13:00
Speaker 1
Do you think that they had the router password or would that be less likely? Should I change the router password as well? [silence] There's Wi-Fi password and um, and should I change the router password as well? Uh, but what? Yeah, okay. So I should change, I should change it because just in case somebody has got it. So what's the difference between WPA2 and WPA3? Is it the encryption algorithm?
14:00
Speaker 2
Yes, that's actually, what do you mean by that, one, sir? Um, well, yes, you can absolutely change the router password, sir. You can definitely do it. I'm sorry. Yes, yes. The WPA2, sir is, um, it's actually like the, um, let me just double check it, okay. is the WPA to sir and the WPA three? There there are actually have some difference to WPA two, sir. If this security mode actually allows unlimited guesses regarding with the Wi-Fi password. Now, regarding with the WPA three, so when someone is actually trying to guess, like you know, your Wi-Fi password repeatedly. And if they fail, like you know, for only for an estimated attempt. So that user will be blocked directly. If you have the WPA three security mode.
14:00
Speaker 1
Okay, you said that again. Okay, so. So now I have to put my password back in.
16:00
Speaker 2
Then, um, so if you only have the w- WPA-2 security mode, so a lot of people can, um, guess your password like unlimited types without being block, um, but if you have the WPA 3, it blocks actually the user service that, um, that guess us your password repeatedly and fails, so this is actually why it's much more secure and hi, yes, sir. After you change, um, the Wi-Fi password some device, um, the devices that are connected will be going to be disconnected, so you need to connect, um, [silence] the device again, so they will prompt you, um, and password.
16:00
Speaker 1
Okay. Can I still share via... ...via the... you know, in the network, can I... ...so that friends that... ...come in to... um... use it, I can just share it via the network in my mobile.
17:00
Speaker 2
re-enter the Wi-Fi password on those devices yes of course you can still definitely let your friend connect to your network but for that one sir you can actually use the guest access so that they can use your guest access Wi-Fi connection while you are the one is connected to your main Wi-Fi access
17:00
Speaker 1
What's the difference between a guest connection? And when I do guest access, will it be a separate password or do I just set it?
18:00
Speaker 2
So, you can- So, the Guest Accessor is actually different. So, it will provide a different Wi-Fi name and a different Wi-Fi password. And the Guest Accessor, you can just easily turn it on and off. And you can turn it on only when you need it. So, if you have someone, like, let's say, if you have a friend visiting you, you can just turn on the Guest Access, and they can connect there while you are connected to your main Wi-Fi. And then when when they leave your home, of course, you can just easily turn this feature off. So that, um, like, you know, no one can definitely, you know, connect on your main Wi-Fi. Uh yes, or, you can set or you can create a guest Wi-Fi password.
18:00
Speaker 1
I don't have to make it so secure is what you're saying.
19:00
Speaker 2
a guest network Wi-Fi name. So let's say like um let's say uh bath guest. So, and then you can just easily put in uh the Wi-Fi password for the guest network. So there's a guest access feature on the router settings. After you click it, there is an option for you to guest network name and password. And then there is the word edit. Click on it so that you can customize your W your guest networks Wi-Fi name and password. And then you can just easily toggle it off and on. yes. So like you know, because if, like you know, if all of your friends are actually like you know, um connected to the main network. And if they happen to share it with someone,
19:00
Speaker 1
Okay. But I can't tell when somebody connected or not. Right, so you recommend changing the device password as well. Just in case
20:00
Speaker 2
one, of course, they can absolutely, um, obtain an ip address. because, um, hackers nowadays actually using an ip address to do it, so, it's much more, actually, better to provide them the guest access, instead of the main one. so, that's actually the purpose of, uh, this feature. so, when someone is not using the guest, um, network, you can just easily turn it off, so that no one can connect to your main one. uh, i, i'm no, sir. but, uh, you can only see if someone is connecting to your network through the device list. uh, yes, sir, and, you,
20:00
Speaker 1
What's this filter internet and a T redirection? And a T redirection I've got internet filters I can filter internet and a T redirection. It in uh, it's okay, I'll look it up. Sorry.
21:00
Speaker 2
Yes sir. Just in case. [silence] [silence] [silence] I'm sorry sir, what was that again? IP redirection. It's okay. [silence] Okay, let me just also check on something here. [silence]
21:00
Speaker 1
Oh, okay. Where do I change the device password the router password? Yeah. Oh, okay.
23:00
Speaker 2
sure how about you also like um change your devices names or name all of your devices instead uh showing only it's mac address or the word tablet um hello other router password go to connectivity sir that's under router settings click on click on connectivity and then the first one like admin password click on edit and then it will show up to change the Wi-Fi I mean, the router password. [crosstalk] a line. That's why it's Okay, so, uh, have you, um, are you done start like changing all of the, uh, things that you need to change for your router? [silence]
23:00
Speaker 1
I've reset and I've changed the route to password root, and I'll change it to three. What else? Anything else I can change? Okay, cool. All right, let's see if anyone logs on now. Okay. Thank you. [silence]
27:00
Speaker 2
You know, and we, no, you actually changed everything sir. So, you changed the Wi-Fi name, the password, the router password and you also changed the uh, security mode of your Wi-Fis from WP to WP three mixed responding. So yeah, that's actually the most secure. So, and yeah, um, I believe we're all good, sir. Okay. I uh, thank you so much sir. Would there be like, um, anything else that I can help you with?
27:00
Speaker 1
No, that's fine. I mean, they can't reset the, uh, router password, because you need to be physically here, don't you? Okay, cool. But I think. Log back in with your new password. So now that I've changed the password, they can't look it up online either, can they?
28:00
Speaker 2
Yes, sir. Yes, sir. So, Yeah. No one can absolutely change it. Yes, sir. Because they will be going to be disconnected as well. The moment that you change the Wi-Fi password. They will be disconnected. So they need to reconnect. If they know the password, then they can reconnect. But since you change it already, and I believe you use, you know, this time it is a much more longer password and in a much more unique.
28:00
Speaker 1
Yes. Yeah. Um, I could hide the Wi-Fi name, but I'm thinking that there's just no point. That is so easy to break, isn't it? There's no point hiding the Wi-Fi name, network name is there, because that is so easy to find out.
29:00
Speaker 2
Password, right? Okay. Yeah. So that's perfect. So you should not, oh, you know, worry about anything. Thank you so much, sir. Okay? I'm so sorry. Um, well, it's actually good to hide the Wi-Fi name, sir, especially you change it already cause they will only see the one, I mean, not see but um, they can no longer see your Wi-Fi. If you hide it and when you at the moment that you change it, they will have no idea on what did you change for the wife or what did you change it to. So that's actually right. So that's it, right? Okay.
29:00
Speaker 1
But... is it good to change the Wi-Fi name itself, and where do I hide it? yeah yeah yeah it just says Wi-Fi name and it doesn't say uh just a Wi-Fi password, security mode, mix then it's got Mac filtering
30:00
Speaker 2
Yes. If you are still on the router settings, just go to Wi-Fi settings. And then there should be something that you can toggle often on like, you know, SSID or Wi-Fi name hide.
30:00
Speaker 1
Wi-Fi protected setup. Wi-Fi settings. Okay. Security, it's got IPsec pass-through, firewall enabled, PPTP plan supported. IP 6 firewall settings. Yeah. No, I can't see that. So I'm on the web page, Linksys Smart Wi-Fi tool, and I can see the full screen. So I've got Router Settings, Connectivity, Troubleshooting, Wi-Fi Settings, Security, Network Status, Links to Home Networking, Wi-Fi Settings, Device List, Parental Controls, Guest Access, and Parental Controls. Priore.
31:00
Speaker 2
Oh. Oh. Okay. Um look at the right side of your screen, Sir. Where you can see the the white boxes and then at the at the uh-huh. Yeah, it's actually kind of
32:00
Speaker 1
Oh, yeah. CA. Yeah. Yeah. More than So they D. I say no. Okay.
33:00
Speaker 2
and then go back again to Wi-Fi settings. So a lot of options did show up, sir, right? Yeah. Yeah, so, yeah, so by default it will say yes. So you can now toggle it to no so that your Wi-Fi name will no longer be broadcasted or no one can see it anymore since you change your Wi-Fi name, right? So this is actually one of the things that you can do so that no one can easily connect on your Wi-Fi. So just if you want to re-broadcast your Wi-Fi name, sir, and if you are already here, so just please don't forget to click on the
34:00
Speaker 1
yeah. okay. So now, they're going, they're - So now they're going to have to, uh, now they're gonna have, have to input the name. okay. and with guest access, does that mean they have lower speed? So, so it's only temporary access, it's not limited. [silence]
35:00
Speaker 2
our complete access option at the very bottom. So that you can toggle it off and on. And those options will show up, okay? Okay. So, uh, yeah, is there, uh, you know... Yes, they need to ask for your Wi-fi name and password if they want to, or if someone wants to connect to your network. [silence] no, sir. It's actually also good, sir. The guest access is actually also good [silence] there will also be no problem if they are connected to the guest access. [silence]
35:00
Speaker 1
Okay, so I can still see my new name is advertized when I've told it to, uh, because when I look on my Wi-Fi to connect, it says it's it's it's got the name on the available networks. Well, it's disconnected cause cause I changed the Wi-Fi name.
36:00
Speaker 2
Ah, yes, it will only gonna be temporary cause you can actually toggle it off and on only if you need it. So, if that person is like you know, is no longer in your house, then you can just turn this one off or change the Wi-Fi password again and again. Mhm. Mhm. Um, is your phone already connected to your Wi-Fi? Uh, Mhm. and you already reconnected your phone, right? Guess if the device is already connected to the Wi-Fi,
36:00
Speaker 1
ok, alright, cool. yes, thank you. ok, thank you. thank you. thank you.
37:00
Speaker 2
uh-huh. So, okay, I believe we have done everything, sir. Yeah. Thank you so much, sir. So, uh, yeah, everything is fully documented here, sir, on what we have done so far. Um, on your router and this will serve us the reference of our conversation. The ticket number is 132778. Thank you so much, sir. Have a good one, okay?
37:00