V2 Rubric Detail — 7991cd16-6fef-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 17:09
Duration
16m 54s
Contact
Martin Rad
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134639
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to change the WIFI name and password

V1 Rubric Scores

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

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall79.9% (+13.9)

V2 Grader Summary

The agent correctly diagnosed the issue, followed appropriate non-destructive steps per KB guidance, and provided accurate instructions for changing Wi-Fi settings via the local UI. While communication had minor gaps and empathy was understated, the agent maintained ownership and provided clear next steps. The customer understood the process but did not confirm completion, resulting in a partial resolution.

V1 Case Analysis

Customer wanted to change Wi-Fi name/password on SPNM60. Directed to myrouter.info → Menu → Incredible-WiFi → Quick Setup. Explained that barcode on brochure will no longer work after change. No verification of change performed.

Troubleshooting Steps
  • Identified router model as SPNM60 using serial number.
  • Directed customer to local web UI at http://myrouter.info.
  • Guided through changing Wi-Fi name and password via Incredible-WiFi > Quick Setup.
  • Explained behavior of Quick-Setup (single vs. dual SSID) and barcode limitation after change.
Key Observations
  • Agent provided accurate, KB-compliant instructions for changing Wi-Fi settings on SPNM60 via myrouter.info and correctly explained Quick-Setup behavior.
  • Agent failed to verify that the customer successfully applied the changes or confirmed the new SSID/password worked.
  • Excessive silence and poor call control (e.g., [08:00], [09:00], [10:00]) disrupted flow and reduced efficiency.
  • Agent did not confirm access to the router UI before instructing changes — customer eventually confirmed being on 'Home menu and support' at [10:00], but agent did not validate login success.
  • Agent correctly identified that changing credentials invalidates the brochure barcode, per KB guidance.
Positive Highlights
  • Correctly identified SPNM60 model and used appropriate KB path (myrouter.info).
  • Accurately guided customer to change Wi-Fi name/password via Menu → Incredible-WiFi → Quick Setup.
  • Correctly explained that Quick-Setup applies the same SSID/password to both 2.4 GHz and 5 GHz bands.
  • Properly informed customer that changing credentials invalidates the brochure barcode.
  • Did not escalate unnecessarily — handled a valid feature question with self-help guidance.
Agent Errors / Gaps
  • Did not confirm successful login to http://myrouter.info before proceeding (only confirmed at [10:00] after long silence).
  • Failed to verify that the SSID/password change was saved and working.
  • Excessive pauses and lack of clear prompts reduced efficiency and call control (e.g., multiple [silence] segments between [08:00]–[11:00]).
  • Did not confirm the admin password was correct or accessible before starting procedure.
  • Serial number was partially garbled in transcript but eventually captured correctly.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent explained how to change the Wi-Fi name and password via Quick Setup and warned that the barcode will no longer work, but did not verify that the change was actually made or confirm resolution.
R2 Met Diagnostic thoroughness conf 98%
Agent asked for the serial number, confirmed the device model (SPNM60), verified the router was online (solid white light), and guided the customer step-by-step through accessing myrouter.info and navigating to Incredible-WiFi settings.
R3 Met Correct resolution path conf 98%
Agent correctly selected the non-destructive path via local UI (myrouter.info) to change Wi-Fi settings instead of factory reset, aligning with KB guidance for SPNM60 series.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified the symptom (barcode scan leads to unreachable page), asked clarifying questions about the device and connection, and correctly determined the root cause: need to use the router’s admin interface rather than relying on the QR code.
T2 Met Appropriate tools / resources used conf 95%
No additional tools (e.g., remote session, logs) were required; the issue was resolvable through standard UI navigation, which the agent correctly used.
T3 Met No misinformation conf 97%
Agent accurately explained that changing Wi-Fi credentials invalidates the barcode login method and correctly instructed on using Quick Setup to change both 2.4 GHz and 5 GHz names/passwords simultaneously.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call control but had multiple long silences, repeated prompts unnecessarily, and provided minimal framing or transitions.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but occasionally used vague phrasing (e.g., 'that's kids' instead of 'that's correct') and repeated instructions, indicating only partial adaptation to customer understanding.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent remained on the call, did not transfer, and took full responsibility for guiding the customer through the solution process.
O2 Met Proactive follow-through conf 95%
Agent provided clear next steps: access Incredible-WiFi, use Quick Setup to change SSID and password, and explained consequences of the change (barcode no longer works).
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was within L1 scope and resolvable with standard troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not explicitly acknowledge frustration or express empathy, but remained polite and patient throughout; tone was procedural but not dismissive.
X2 Partially Met Tone & rapport conf 85%
Agent adapted language to be accessible but showed moments of confusion and repetition, indicating only partial alignment with customer pace and comprehension level.
X3 Partially Met Overall experience conf 80%
Agent asked customer to repeat serial number and revisited steps multiple times, creating some redundancy, though necessary due to ASR inaccuracies.
Call Transcript32 turns · 33 lines
Speaker 1
Hi, good afternoon. Sorry, who's speaking? Please. Oh, George. Oh, Dojo, good evening. I'm Matthew. Matthew Lode. I was in contact with a contacted Tube and they said I need to contact you. So the problem is I cannot change my password and router number. I received a catalog, brochure, which is a barcode is there and when I scan the barcode, it's leading me to the the page, which is a weird page and there is no any option to change password.
00:00
Speaker 2
Welcome to linksys support to assure quality service. Your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling linksys. This is G, how can I help you today? Yes. Yes ma'am. My name is G ma'am. George. How can I help you? Uh-huh. I'm sorry. What? [silence]
00:00
Speaker 1
it's, this, leading me, the, scan, when I scan the barcode, leading me to the page, which is, weird, and it says, you cannot reach more, there is, some problem, and I showed to the, engineer, which I came here, and he said, sorry, I can't help you technician problems, and normally when you scan it, it's, it should leading you to the, that page, which you can change password and, router name, unfortunately, yeah, Thank you.
01:00
Speaker 2
Okay. So what you want to do with your, with your router, with your node, is to change the Wi-FI name and password. Yes. What you want to do, sir, with the device, or with the node, is to change its Wi-FI name and password. [silence] What you want to do sir, is to take that.
01:00
Speaker 1
Do you want to know exactly which page comes up? What is saying? Okay, just a second. Just a second. Okay, just a second. I need to scan it again. Okay, it said trying to reach links in now. And it said, if you're trying to add minimistration Linko. Now based Wi-Fi 7 bootter and reach this page. It may be due to one of these reasons. One, your current device is not connected to your bootter's network. Two, your VPN is enabled. Three, you're using a custom DNS provider. Please ensure that your device is connected to the links in our bla bla bla bla bla bla bla bla bla bla. [silence]
02:00
Speaker 2
Yes. What does that page say? Yes, what does it say? Uh-huh. Okay. I got it too. You have the Wi-Fi's from 2.0.5.0.1. And yeah, I'm going to log in.
02:00
Speaker 1
[silence] My Wi-Fi is from the tube. I don't know what is the model or something. [silence] Serial number on bottom of the router or? router yes. Okay. [silence] Links, oh yes, it's router. [silence] Links to the wireless router. Yeah okay. Serial number is SP N S P N M 6060 model. Well actually it's model number. Oh sorry, serial number is okay fine. Yeah, serial number is L like a Lima Kilo 60 Tango Bravo 5 cubic. [silence]
03:00
Speaker 2
the latest one from tube Yes is it the Wi-Fi okay sir can you provide me the serial number on the bottom of your linchus please the the No sir the linchus device here yeah yeah That's and Yes that's the model um
03:00
Speaker 1
Two, six, zero, two, zero, zero, one, six. Okay. Okay, no, no, Lima, Charlie. Okay. Tango, Bravo. Okay. Oh, Tango, Bravo, five, KB. KB. KB. Okay. KB as cubic. That's correct, mom. Sure.
04:00
Speaker 2
Let me just read it back to you sir. L for Lima, T for Tango, six zero, Hilo. Okay, LK six zero TB, right? Yes, what is after Tango and Bravo, sir? Five and two six zero two zero zero, one six. Let me just check sir, okay? Just a few seconds. [silence]
04:00
Speaker 1
07447 05243 please Latin R-A-D-M-A-T-I-N and by sign is Romeo Alpha Delta rat please Pasha Dipa, if just you wanted to just go to the controls. Okay. Are you going to the security check? Okay. Okay, so you don't have it. Papa Alpha Sierra Hotel Alpha Delta India Beta Alpha five nine @gmail.com. And please, Pasha Deepa 59. iPad. I mean, the message comes up, isn't it?
05:00
Speaker 2
I'm sorry, sir. Yes. Yes, can you spell it for me, please? Okay. Yes, got it, sir, at Gmail.com. Okay, so when you do that troubleshooting, sir, what device did you use? Are you using your phone or a computer? iPad, okay. Yes, yes, sir. Okay, sure. So how about this? May I know, sir, what is the light on the top of your laptop?
06:00
Speaker 1
Sorry, on the top of the router? Yes, is yes, white. I checked just just Yes, white study. So it is working, the internet is working. So to correct my previous your previous question, you said which device you're using. I use both of them and my iPad and my iPhone, both of them. It's saying message comes up. Go where, sorry? Setting, on my iPad. Okay, just a second, please. I am in setting now.
07:00
Speaker 2
Mr. there is a route there right now. Yes on the top of it. White study. Okay yes I've got it. Okay yeah so here's what you need to do here and I will suggest to use your iPad. Okay so let's start with um can you please go to the setting of your iPad [ Silence ] Settings of your iPad. Okay on the settings of your iPad sir uh kindly look for
07:00
Speaker 1
you mean in Wi-Fi. you mean Wi-Fi? okay, I'm in the Wi-Fi. So, what you said after that's only? okay. It's toupe- hyphen foxtrot bravo delta alpha tally. you connected to what? Yes, it's connected now. Browser’s for just for you. Okay, my browser is open.
08:00
Speaker 2
[silence]
08:00
Speaker 1
Sure. Yeah, I'm ready. Zero point one six eight point one point one. Okay, I need to put my password. Luther password. Second please. Yes, that's correct. Okay. Okay. Okay. Okay. Okay.
09:00
Speaker 2
[silence] 1.92. Yes. 0.1.1. Yes. Your password by default, sir. Is that the same password underneath the device? [silence]
09:00
Speaker 1
D ID-up. are [silence] yes, I am in [silence] home. it's home menu support. um, good evening. okay, okay. which Menu Top. okay, i'm in menu.
10:00
Speaker 2
[silence] Okay. What does it say, sir? What does it ask on the page? Oh, I'm sorry. What does it say on the page? It said Home menu and support. Yes. Okay. Yes, that's kids. sir. That's that right page. You're on the right page. So how about this? Since you wanted to change the Wi-Fi name, since you wanted to change the Wi-Fi name and password, sir, Can you go to the menu bar or the menu on the top? [silence] Yes. Okay. [silence] Yes. And go to incredible Wi-Fi and password, sir, [silence] Home or menu. Sorry. Can you go to the home menu, sir? [silence] Yes. Or. Can you go to the options or set, sir? [silence] Okay, back arrow. [silence] Yes. That's the Wi-Fi, sir, [silence] Can you click on that and name network and password, sir? [silence] Okay. Can you change the Wi-Fi name to Holyfield and the password? [silence] Sorry, what does the password say, sir? [silence] Do you want to change the password? [silence] Okay. So what is the password that you like to change, sir? [silence] Okay. Can you put those keys, sir? [silence]
10:00
Speaker 1
the first one. Incredible Wi-Fi. Quick setup. On and now it's off. Right now, it's on. Right now, it's off. Yes. Wi-Fi name. Wi-Fi password. There is a there's a there is a two, two column. 2.4 gigahertz plan. So, which one, if I wanted to change that, if I want to change my password and the name of the router. So, which one should I do? 2.4 or sorry, which one? Oh, two Wi-Fi name.
11:00
Speaker 2
Hey. It's okay. Yes. Is QuickSet up is on or off? Yeah. Is it Carter? Okay. So right now you can see it to Wi-Fi network. Yes. Yes. Because here you are using Yes. Because you are using a bundled Wi-Fi 7 router yes. Yes. You have to change it to device, the two Wi-Fi names. The whatever name you have. Yes. Okay. Okay. We'll yeah. Well you're good to go. You're good to go on that one. describe after you have connected there's no Wi-Fi names right? They're not there? No.
11:00
Speaker 1
Sorry, and saying it again. Right. So Do do both columns should be the same, the WiFi name and the WiFi password, if I'm correct. Right. Okay. Okay, thanks. Yes, I know. I know, I know, just
12:00
Speaker 2
You want, uh you have to change both 2.4 and 5 gigahertz. And I will suggest here, if you don't have devices that are only capable for 2.4, I will suggest for you to change the same exact Wi-Fi name for your two networks. Yes, sir. If there are no devices here that are only capable for 2.4 network, I will suggest for you to change the name, but make it the same. So, uh, for example, the name of your 2.4 is, um, home Wi-Fi. For 5 gigahertz, do it same home Wi-Fi. Password also the same. Yes. Exactly, sir. Yes. You can do it now, sir. You can do it now. Uh if you wanted to change it now.
12:00
Speaker 1
No, just wanted to curious. I was. I'm not nosy, just I'm curious. Don't say I am nosy, please. Yeah, I'm just curious. I wanted to know it. But if I change it, I cannot use the the piece of paper, isn't it? The scan the barcode, isn't it? You know, the piece of paper I received. Yeah, okay. The barcode scan bar. Right, okay. Oh, I see. Oh, I see. And then I change it. Sorry, then I change it here, the name and password or anything or change it. I need to go to the quick setup and turn and on because now it's turn off. And I should go to the, change the key to turn on, isn't it? [silence]
13:00
Speaker 2
Yes, yes, sir. [silence] yes, sir. No, sir. [silence] yes, yes, sir. But there's a, I believe, sir, there's a, uh, if you will change the name, sir, yes, you cannot use the, uh, the code, the barcode, yes, sir. Yes, that's already a personalized name. If you will leave it as it is, then you will be able to connect just using the barcode. [silence]
13:00
Speaker 1
Sorry, I think it's because because because when I because because the Qi like the quick setup if you can see quick setup, mine at the moment is on is on and I can see just and I can see just one Wi Fi name and one Wi Fi password when I turn it off, then I can see two of them, so if if if in this situation which is turned on and there is just one Wi Fi name and Wi Fi password if I change it cannot change both of them, you know?
14:00
Speaker 2
Umm, that's okay sir. Cause our goal here is to change the two network. If you will turn it off, the name will still be the same. For the 2.4 and five. Nothing will change. Mhm. Is odd. Hmm. Yes. Umm, if you will turn on sir, the quick setup. And you want it to change the wi-fi name. Whatever name that you set up for your 2.4 or for your 5G, that will be on the.
14:00
Speaker 1
Oh, Oh, I see. So that, so that means that this one, when is the, when, when is the on, turn on, I can see the name and I can see, I can see just one Wi-Fi name and one Wi-Fi password. That means this is, this is only 2.4 G. And when I turn it off, go to the two point, okay. Okay. Oh, I see. So if, if, if is for both, so I can change it from here.
15:00
Speaker 2
the reason sir why there's an option to turn off quick setup sir because there are some people who need only 2.4 or some devices that only connects to 2.4 so if that will be the time yes sir that's the time sir that you have to disable the quick setup for you to rename the 2.4 different from the 5 gigahertz. No sir No sir that's for both sir if quick setup is on sir that's for combined network so that's for 2.4 and 5 gigahertz automatically.
15:00
Speaker 1
here, so I don't need to change both of them. I don't need to turn it off. Oh, I see. Okay. So when is Oh, I see. Okay. So you just now just turn it on and I can see one Wi-Fi name and one Wi-Fi password. And then I change here they will be changed both of them, isn't it? All right. Okay, thank you. for both of them 245. Okay, thank you. Thank you so much for your support. Sure, sure. Have a great evening and take care yourself in the hot weather. You too, ma'am. Bye-bye. [silence]
16:00
Speaker 2
Yes, yes, sir, you don't need to turn it off, sir. That is just in case you need only the 2.4, exactly, sir, yes, that's automatically for a network. Okay. You're welcome, you're welcome, sir. You can call us back if you need further assistance. Okay. Thank you, sir. Have a good day and please stay safe. Bye-bye, sir. [silence]
16:00