V2 Rubric Detail — 78072c1c-796c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 18:57
Duration
18m 54s
Contact
Kaylin Pierce
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00136048
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to separate the bands

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall83.7% (+17.7)

V2 Grader Summary

The agent successfully guided the customer to separate the 2.4GHz and 5GHz bands using the correct local IP and interface steps, and the customer confirmed the outcome with 'I see it. Perfect.' Technical accuracy was upheld per Assessment 3's KB review, which found no contradiction to the agent's statements. While communication and effort reduction suffered from silences and limited adaptation, the agent owned the case, avoided unnecessary transfers, and achieved resolution without escalation.

V1 Case Analysis

Customer needed separate 2.4 GHz SSID on MR7500 for a device. Agent guided through password reset via recovery key and renaming 2.4 GHz SSID. Customer confirmed change applied but did not verify device connectivity.

Troubleshooting Steps
  • Accessed router web UI via http://192.168.1.1 on a wired computer
  • Reset admin password using the recovery key on the router label
  • Navigated to Wi-Fi Settings
  • Renamed the 2.4 GHz SSID and applied changes
Key Observations
  • Agent correctly used the recovery key method to reset the admin password, which is the proper procedure per KB when login fails — this is a technical strength.
  • Customer provided full contact details including phone and email, which were captured by the agent, though with disorganized timing.
  • Call was marred by frequent long silences (e.g., [09:00], [12:00], [13:00]) and filler words, reducing efficiency and clarity.
  • Agent did not confirm whether the third-party device successfully connected to the new 2.4 GHz network, leaving resolution unverified.
  • No clear summary or confirmation of next steps was provided at the end of the call.
Positive Highlights
  • Provided accurate instructions to access the router via http://192.168.1.1 — correct per KB for MR series.
  • Correctly identified that the default password had failed and properly directed the customer to use the recovery key on the router label to reset the admin password — this aligns with universal_firmware_update.md and is a secure, supported method.
  • Successfully guided the customer to Wi-Fi Settings and instructed them to rename the 2.4 GHz SSID to separate it from 5 GHz — correct per adjacent_common_wifi_questions.md.
  • Collected full customer contact information (name, phone, email) and product details (model, serial), meeting protocol expectations despite disorganized flow.
Agent Errors / Gaps
  • Did not confirm that the third-party device requiring 2.4 GHz could connect after the SSID rename (transcript ends before verification) — this undermines full resolution.
  • Poor call pacing and control: multiple long silences (e.g., after [09:00], [12:00], [13:00]) and disorganized information gathering reduced efficiency.
  • Failed to provide a clear, concise summary of steps or outcome at the end of the call, leaving the customer without a recap.
  • Interrupted customer during setup process (e.g., [17:00] 'confirm if you already have your 2.4 um separate') while customer was mid-process, causing confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer says 'I see it. Perfect' after SSID separation, confirming the 2.4GHz network is now separate and visible.
R2 Met Diagnostic thoroughness conf 94%
Agent guided customer through accessing router UI (192.168.1.1), login, Wi-Fi settings, and SSID separation — logical, relevant steps for the issue.
R3 Met Correct resolution path conf 91%
Issue is configuration-based (SSID separation), not hardware/warranty-related; agent correctly pursued troubleshooting path without citing warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identified symptom (device needs 2.4GHz), asked for model/serial, confirmed ISP, then proceeded with targeted steps to separate bands.
T2 Met Appropriate tools / resources used conf 90%
Local web interface (192.168.1.1) is the correct and sufficient tool for SSID separation; no additional tools required.
T3 Met No misinformation conf 95%
Agent provided correct local IP (192.168.1.1) and accurate steps to separate 2.4GHz and 5GHz bands; default password claim not contradicted by KB for MR7500.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent maintained basic direction but had frequent long silences, repeated 'uh/okay', and lost flow at times, weakening call control.
C2 Partially Met Confirmed understanding conf 78%
Agent used simple language but did not consistently confirm understanding or adapt explanations to customer's fragmented speech and apparent confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on guiding the customer to make changes.
O2 Partially Met Proactive follow-through conf 80%
Agent gave next steps (change Wi-Fi settings) but did not set timeline or confirm completion; disconnected without verifying device connection.
O3 Met Closure confirmation conf 92%
Agent used model and serial number provided, did not re-ask for information, and maintained continuity within the call.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this configuration issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent offered polite closing and brief apologies but showed minimal empathy for customer's frustration or effort; tone was transactional.
X2 Partially Met Tone & rapport conf 77%
Agent maintained pace but did not adapt to customer’s confusion or speech pattern; no active engagement or tone matching.
X3 Partially Met Overall experience conf 81%
Agent avoided unnecessary repetition but process included multiple pauses, unclear instructions, and a failed login that increased customer effort.
Call Transcript23 turns · 23 lines
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.
00:00
Speaker 1
I'm sorry, I know. Hello, can you hear me? Oh, I'm sure. Okay, so, I, I have an device that I'm trying to connect to my router. And it says I need to be on the 2.4 instead of the five. And I don't know how to do that. at least to contact you guys. an AAbbot. Correct.
08:00
Speaker 2
hi, thank you for calling Nexus, this is G, how can I help you today? i'm sorry, what? hello? hello? okay. hello, i can hear you, ma'am. how can I help you? uh, i was, uh, can you, uh, uh, connect with my laptop. and, uh, the first time you, okay, uh, okay, uh, uh, uh, okay, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, okay. i understand okay. what is this device that you're trying to connect ma'am? okay, got it. so what you want to do is to have your 2.4 separate from your 5 gigahertz. okay. may I have the model number and serial number of your Nexus device, please?
08:00
Speaker 1
sure. All right. The model number. Is that the serial number? Oh, wait. No model number. Sorry. OK. Um, well, I got the model number here. It's M as in Mary R's and Romeo 7500. And then the serial number. Sure. That's okay. M as in Mary, R is in Romeo. 7500. Okay. You ready for the serial number? Okay. 45 C as in Charlie. 10 M as in Mary. 28 D as in Daniel. 0 0 2 4 9. Uh-huh.
09:00
Speaker 2
serial number will do I'm sorry can you repeat that sorry mam okay got it thank you yes please 00249 got it thank you [silence]
09:00
Speaker 1
you. for seven, three eight eight, five six four nine. George Kaylin, K-A-Y-L-I-N.
10:00
Speaker 2
Okay, I just need to confirm on the exact unit ma'am. And while we wait, may I have your phone number just in case we get disconnected? [silence] Okay. Yeah, this is an MR 7,500. Anyways ma'am, may I also have your first and last name please?
10:00
Speaker 1
Last name is pirec. Okay, so it's my first name. K-A-Y-L-I-N. The letter S as in sam and then M as in Mary, U-R-R-A-Y at gmail.com. K-A-Y.
11:00
Speaker 2
And your last name. Fez. OK. How about your email address, ma'am? that, um, Kay Lynn? Is it K A Y or K A I? K A Y. OK. Thank you so much for uh the confirmation, ma'am. So, for this troubleshooting, uh we might need to use a computer.
11:00
Speaker 1
That's right. Yes. I have a desktop. No, it's hardwired. Fictum. Okay. I'm sorry. Can you
12:00
Speaker 2
[silence] an iPad that you can use to access the interface of your unit of your router. Do you have any of those that we can possibly use? [silence] You have a what device, ma'am? [silence] A desktop. Okay. And this is connected wirelessly to your Linksys? Hard wired. Okay, that's good. Who is your internet provider? [silence] Spectrum. Okay. Can you do this one, ma'am? Um, since your web connected, uh, open a browser [silence] Okay. Uh, type this number on the address bar, please. [silence] Okay. Uh, on the address bar. Okay. It's 192. 192.
12:00
Speaker 1
Hear you. Knitting. Okay. Hello? Okay, I got 192. Okay. Okay. 168. It's okay. And that's it. Press enter. Okay.
13:00
Speaker 2
I'm sorry I'm 1 9 2 yes 1 9 2.1.6.8 1. I 1.0 1 ma'am sorry yes
13:00
Speaker 1
All right, now it says smart Wi Fi, sign in access router. So do I just need to enter the router password that's on the back of it? Admin, okay, just write as type in admin as it is. Okay, signing in. It says invalid router password please try again. Okay. Okay. The Recovery,
14:00
Speaker 2
Yes. Um, yes, ma'am. By default, router password is just admin all over the country. Can you, can you try admin first? Is it? Mhm. Yes. All lowercase. Okay. Uh, can you reset password, ma'am, please? Reset password, get the recovery, recovery key on the bottom, ma'am.
14:00
Speaker 1
the router and ok now Admin it says asking for Admin password and ok reasoning
15:00
Speaker 2
yes. yes create a new one ma'am this will be your password to login on this interface.
15:00
Speaker 1
All right. okay. What's that? I can't hear you if you're talking. Hey. Okay. so. right. That's all right. Okay. Okay. I see it. Click it. Yes.
16:00
Speaker 2
I'm sorry, ma'am, for the 5.1 gigahertz, just leave it as it is, okay? Mhm. You can now click on okay. Okay. Hello? Hello, ma'am. Oh, yes. Sorry. Yes. For the 5 gigahertz, are we inside the interface? Okay. Can you go to the bottom of the page, ma'am? Can you look for the This is on the left side Wi-Fi settings. Okay. Under Wi-Fi settings. Yes. You have two network name. Okay, so you have the 2.4 and the
16:00
Speaker 1
Yes. Okay. I did it. Okay. Says it might take a few minutes and it might disconnect. Okay. All right, now it's back to, it's just circle and now it's done.
17:00
Speaker 2
5 gigahertz, right? Okay, so since you wanted to only have your 2.4 separate from 5, kindly put an extension ma'am on your 2.4 name. Okay, and then apply. Yes. If you encounter any error message, ma'am, just let me know, okay? Okay, yes, so if it's already back to the page, just go to the settings ma'am of your computer or any device, let's again
17:00
Speaker 1
Okay, don't move. I will be with you in just one moment. Talk to me. Okay, can you hear me? Yeah, I see it. Perfect. You. Okay, awesome. Thank you. You too. Thank you, bye-bye.
18:00
Speaker 2
confirm if you already have your 2.4 um separate you should see two names okay so yeah for your uh for that third uh party device that you wanted to connect to 2.4 um you already have your 2.4 separate so there should be no problem with that you're welcome um have a good day please stay safe and please uh feel free to call us back okay you're welcome bye bye
18:00