V2 Rubric Detail — 7d854f10-7b02-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 19:23
Duration
24m 18s
Contact
Mohammad Boujabadi
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00136416
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350_needs to connect 2.4GHz network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.7/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall93.5% (+19.4)

V2 Grader Summary

The agent successfully resolved the customer's request to separate Wi-Fi bands on an MR7350 by guiding them through a password recovery and SSID renaming process. All technical instructions provided were accurate and aligned with the LinksysNOW and Password KB references. The interaction was handled with strong ownership and clear communication, resulting in a confirmed resolution.

V1 Case Analysis

Assisted MR7350 customer (out of warranty) to reset router admin password via recovery key, accessed Wi‑Fi settings, and renamed SSIDs to separate 2.4 GHz and 5 GHz networks for IoT devices.

Troubleshooting Steps
  • Collected model number MR7350 and created a case ticket.
  • Guided customer to access router web UI via http://192.168.1.1.
  • Reset router admin password using the five‑digit recovery key.
  • Navigated to Router Settings → Wi‑Fi Settings and renamed the 2.4 GHz SSID.
  • Advised customer to reconnect devices to the new SSID.
Key Observations
  • Agent correctly used the recovery key to reset the router admin password per universal_password_login.md.
  • Agent provided the correct URL (http://192.168.1.1) for MR7350 local access per adjacent_gaming.md and universal_password_login.md.
  • Agent guided the customer to rename the 2.4 GHz SSID, which is the correct solution for IoT device connectivity issues per adjacent_smart_home_iot.md.
  • Customer did not confirm whether the IoT devices connected successfully after the SSID change.
Positive Highlights
  • Provided accurate URL (http://192.168.1.1) and correct password‑reset procedure per KB guidance.
  • Successfully guided the customer to rename the 2.4 GHz SSID, addressing the core issue of IoT device connectivity.
  • Created a case ticket and set proper expectations about warranty coverage.
Agent Errors / Gaps
  • Misheard the customer's email address, causing brief confusion.
  • Initial navigation instructions to Wi‑Fi settings were vague, requiring multiple clarifications.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed success: 'everything is working perfect' and 'you were a good help'; agent achieved the requested band separation.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through password reset, login to 192.168.1.1, navigation to Wi-Fi settings, and renaming the 2.4 GHz SSID — all necessary steps for the issue.
R3 Met Correct resolution path conf 96%
Agent correctly identified device was out of warranty but still provided full troubleshooting support, aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent correctly identified the need for band separation for IoT devices (coffee machine/camera) but jumped to the solution without first diagnosing the current SSID configuration or confirming if the devices were failing due to a mixed-mode network.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the recovery key for password reset and the local web interface (192.168.1.1) to access settings, which are the correct tools for this scenario.
T3 Met No misinformation conf 97%
Technical guidance to use the recovery key (universal_password_login.md), access 192.168.1.1, and rename the 2.4 GHz band to separate it from the 5 GHz band (linksys_now_wifi_settings.md) is factually correct and supported by the KB.
Communication
C1 Met Clear & professional language conf 96%
Agent framed interaction, created case ticket, maintained control during technical steps, and stayed on call until resolution.
C2 Met Confirmed understanding conf 95%
Agent used plain language, repeated instructions clearly, confirmed understanding ('Did you write it down?'), and adapted to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end: created ticket, stayed on line, did not transfer, and followed through to resolution.
O2 Met Proactive follow-through conf 96%
Agent gave clear next steps: rename SSID, apply changes, reconnect devices — all executed during the call with immediate feedback.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with standard troubleshooting.
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 88%
Agent was polite and professional but did not explicitly acknowledge customer frustration or effort; empathy was present but generic.
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, repeated steps when needed, used simple terms, and checked comprehension during key actions.
X3 Met Overall experience conf 95%
Agent avoided repetition, reset password on behalf of customer via recovery key, and guided directly through UI without unnecessary holds or steps.
Call Transcript44 turns · 47 lines
Speaker 1
Very good.
00:00
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. Thank you for calling Linksys. This is Elle. How can I help you? I'm good, sir. Thank you for asking. How about you? [silence] That's... sorry, sir. You wanted to have sit. [silence] I'd like to speak with your supervisor. [silence] Okay. In the meantime, let me check how your earlier request is going... G instantly.
00:00
Speaker 1
day because like three three T number one zero M as a Mike 27 he he's a cat zero nine 170. for the cat yes model number yes go ahead
01:00
Speaker 2
after 30, 33, sir. Is that C for Charlie? Okay. All right, so you have the model number MR7350? Okay. And who's your in - yes, the model number, sir? The model number shows here that it is the MR7350.
01:00
Speaker 1
days, they won't do nothing because I don't have the router so they cannot help me so I have to go with you guys [silence] yes that's so right now I have a coffee machine I'm trying to do that and I have a camera and my camera is not working my coffee machine is not working
02:00
Speaker 2
usually it's on the same sticker. OK. That's fine, sir. As long as you were able to provide me the serial number. But who is your internet service provider? Uh, uh. I see. OK, now, sir. So yeah, for this one, you still have internet, right, with your wifiser? But you're connected only with one wifi name. Mm-hmm. I see, okay. So, for this one sir, what we'll need to do is that we will log in to the interface of the, um, router that you have for linksys, and then we will just have to rename the 2.4. so you'll be able to have a separate 2.4 and 5 gigahertz, so you can connect those devices that are compatible only to 2.4. All right. [silence] [silence] Yes. Correct. But, before we proceed sir, uh, yeah, before we proceed sir, let me create a case ticket first for documentation purposes. Maybe you can provide me an email.
02:00
Speaker 1
Yeah, Limousine after that is A-A-T-X number 1@gmail.com. Is Mohammed, okay, shoot is Mohammed, M-O-H-A-M-M-A-D, last name is Bujabadi, B as in boy, O-O-J-A-B-A-D-I. Sure. Yes. Sure.
04:00
Speaker 2
sorry sir, I got confused, that's A-A-A-L-I-M-O-U-S-I-N, Limousine, okay, thank you sir, and first name and last name of the account holder. okay, thank you so much sir, and this is the best callback number in case the call gets disconnected, the one that ends in 9154, okay.
04:00
Speaker 1
Can you hear me? Okay. Okay. Yeah, everything's not, everything's, no, everything's working perfect. That's what, that's the only thing I need, two points for something. That's it, everything is working perfect.
05:00
Speaker 2
Alright. Let me just create the case ticket here, sir, for a while. Okay, I'm still here, sir. And so, for this one, sir, I'll just like to give sir heads up. Um, the device, sir, is out of warranty. So in case sir, there's any, um, in case the device is defective or there's any hardware issue, we can no longer process a replacement, but we will be able to support you with the troubleshooting if needed. Okay? Okay. Okay. Alright. Oh,
05:00
Speaker 1
okay. I can use my Mac as a computer. just Wi-Fi okay. put 1 9 2 dot 1 6 8
06:00
Speaker 2
Okay, that's good, sir. So, yeah, that's for reference only for future... troubleshooting. So, yeah, for this one, sir, what device you have available that you can use? We have to access the web interface. computer, okay. On your computer, sir, how is it connected to the linksys? Is it connected wired or Wi-Fi? Okay, so I need you to open a browser, sir. And then, on the, so, on the browser, on the address bar, where you usually type the website, I need you to type this, sir. 192.168.1.1.
06:00
Speaker 1
the one.OK.OK.OK.OK.I page come in and say download on app store or goo oo goo goo or play download they lean on me key and they have a cheat PR CO l us get you up running I don't see any picture of the phone I just see it shows Apple download on Apple store and get it on Google play and I see picture of the phone [silence] I did [silence]
07:00
Speaker 2
so it's 192.168.1.1 and then let me know what you have sir okay do you see sir a picture of a phone oh okay oh okay so I need you sir to double click or double tap the phone icon
07:00
Speaker 1
just um asking for for the router password. yes. okay I'll put that one okay it just shows invalid how come. I mean the the router the talking about the password I use my internet. okay I don't have that one it it should be behind the uh there. okay let me look here you said password yes. click on it. okay.
08:00
Speaker 2
Do you know, sir, the router password that you have associated when you first time set up the Linksys? Okay. So use that one to log in? Uh, no, sir. That's different. The Wi-Fi password is different to the router password. Um, usually, sir, it's the first time that you actually set it up. But if you don't remember, sir, that's fine. Um, you have an option for reset password, right? Okay. So select. Yes. Select the reset password, and then it will ask you for a recovery key.
08:00
Speaker 1
Fire recovery key, yes. What is it? [silence] Okay. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Let me see. [silence] It shows pass for recovery key. Okay. 90243. Submit it. Okay. Okay. And then asks me to password. Should I choose any password I want? [silence] Okay. They're asking for user. Okay. [silence] Nothing. Just, okay, I'm in. Okay. [silence] Okay. I can see shows the
09:00
Speaker 2
It's the one sir. Checks sir at the bottom or at the back of your links there should be a recovery key there. It's a five-digit number. Yes, any password sir for your router password? So this will not affect the Wi-Fi password that you have already created to connect to the internet. So that's different. This one is for the router password only to log in. So, any password you prefer. So, what can you see sir on the page now?
09:00
Speaker 1
Picture of the device list, guest access, prett chiral, picture of the device, a speed check? Connectivity, troubleshooting Wi-Fi setting and security. Okay. Okay, so what should I do now? Okay, let me, let me write it. Okay, yeah, let me write it down on my note. Okay.
10:00
Speaker 2
Okay. So that's good. So, um, kindly write it on a piece of paper or notes, sir, for your router password. So, at least you have reference for future use before we proceed. Did you write it on the password on a piece of paper or notes, sir? The password that you have created. Mhm.
10:00
Speaker 1
What is this password for? Okay, I got it. Okay, on the, here, on the right? It said network, Wensky home network and it shows Wi-Fi setting 2.4 to 5 [silence]
11:00
Speaker 2
is only used to access the web interface of your router. Okay. So we'll proceed now sir with your 2.4. So under router settings, you have sir Wi-Fi settings. Select that one.
11:00
Speaker 1
[silence] Click on that one. Let's see. I don't see any smartphones something. Yeah. Yeah, I see device devices list. [silence] guest access, okay, which one I click? [silence] Yeah, Wi-Fi setting. Okay, Wi-Fi setting, I did that. Okay. Right.
12:00
Speaker 2
Not that one, sir. So, on the left side panel, you can see smart Wi-Fi tools and then the options and then router settings. Smart Wi-Fi tools, sir. Uh, it's device list, guest access, parental controls, device... OK. Uh, scroll more down, sir. Look at the bottom, you have the router settings and then Wi-Fi settings. So, you need to select Wi-Fi settings. OK. And then, you have options now for Wi-Fi? Wi-Fi name, password. OK. And then below password do you have an option for a hyperlink that should say show more?
12:00
Speaker 1
no more? Yes. Okay. Yes. Yes. On which one? On the Top one or? There is two of. Two line. One of them is a 2.4 and the bottom is a 5 g, h, c. So where can I Go ahead. Okay, where Do I have to sign, where do I have to type anything, where they're what what uh bar.
13:00
Speaker 2
. . and then select that one and then it will show you sir the 2.4 band and then the 5 gigahertz band right just add sir um under 2.4 gigahertz band wifi name you can just add sir underscore or dash 2.4 so you need to ad 2.4 sir with your wifi name. [ silence ] um the the one sir that says 2.4 [ silence ] um under wifi name below the 2.4
13:00
Speaker 1
What is the WiFi name below? It's the same WiFi password, security mode, and the WiFi shown mix. Nothing to type, though. So delete the other one, just delete the length key 104 and type what you said, right? [ silence ]
14:00
Speaker 2
Um, select sir, the name sir, that you have created for your wifi. You have a box for the name, right? You just need to select the name. And then it will allow you to type something on the wifi name. Inside the box. Well, for your wifi name sir, you just need to add an underscore or dash 2.4. Um, no need to delete sir, the linksys 104. You just have to add, um, so it should be like linksys 104_
14:00
Speaker 1
ok ok let me put dash dash two point ok one sec two point four ok yes yes yes yes ok so on the five I didn't touch anything I just put the two point four next to the let's give one a one a just put dash two two dash four ok ok apply ok I'll put it there
15:00
Speaker 2
104-2.4. So you just need to add 2.4 on the name. All right and then the password is the same right for the Wi-Fi. Okay. And then for your 5 gigahertz um you have already 5 gigahertz there and then the Wi-Fi password. So you just need sir to hit apply. [silence] Well that's actually just fine sir as long as you're able to rename differently the 2.4. So they will be separated.
15:00
Speaker 1
Okay. And now I see you're updating your Wi-Fi. Pardon the accent. Yes? Yes. Okay, apply, changing. Your router is applying change? Yes. Just waiting? Yes, waiting. Okay, now everything is working. Nothing, it just is done. So what should I do now? Okay. It just show the name. It just showed a name. Let's give one or one. It doesn't show anything else. To the other networks? Yes. It showed here. 2.4. Yes. Let me see if this worked. Okay. And the password is the same thing.
16:00
Speaker 2
Yes. Proceed, sir. Is it spinning or is it loading? Okay. So your computer, sir, will be disconnected for a few minutes. Go to your Wi-Fi list, sir, and then check if you have an option to see the 2.4. Okay, try to connect sir to that network.
16:00
Speaker 1
that if you put down 204, is that the speed is going to be low or? Okay. Okay. Okay. Okay. Okay. Okay. Okay, so now I'll put everything is good. I just put it on 204 and it's changed. Okay. Let me yeah, let me yeah, let me try because I'm trying to do my coffee machine. It was giving me hard time to do that. Let me
17:00
Speaker 2
Well, not exactly, sir. Usually, the 2.4 will just provide you with a regular speed from your subscription speed. So, as long as you have a better subscription from your internet service provider, then that's that's how well the 2.4 can get. Okay, so that means that you have already separated sir your 2.4 network. If you want, you can try sir to connect those devices, at least one of those devices that requires 2.4. Would you like to do that one while we're still on call or you're good now? Mhm. [silence] [silence]
17:00
Speaker 1
Let me see. I have it online. Let me make sure that was the problem I had with them. Okay. Let me see... Let me turn it on. Okay. Okay. [silence] Let me try... [silence] this one is coming on. Let me try my camera. You see, maybe it's the camera. How can I do the camera to boot? I cannot change my camera to the tool for phone on my phone. My camera is [silence][light buzzing][silence][light buzzing]
18:00
Speaker 2
Okay. Okay. Well, I'm actually not what's the what's the brands of your camera?
18:00
Speaker 1
do is I always remember but is Norris yeah, I have app I should I have an app in here and I'm I have to go inside to it and then play with it though right yeah, because I don't I have to find a way to do that I mean, when I go there it just showed offline how can I change the 204 in the camera Yes. I have to go to the app and then do that 2.4 from my the the whole thing. Yes. I got you. Okay. Let me just take care of this one first. You wanted to see what a What a let me see
19:00
Speaker 2
okay do you have like an app? on your camera? sir? yes so you can change it to the 2.4. do you have access to the settings of the camera using the app? yes okay
19:00
Speaker 1
Okay. Okay. Okay, yes processed. Yes. Okay. [silence] Thank you. [silence] this is looking stage for the OK okay 1 second five four three two one [silence] Almost there. Are you connecting to a machine and this little thing? Okay. Yeah, I'm just
20:00
Speaker 2
take your time, sir. I'll just be here.
22:00
Speaker 1
[KEEP_UNCERTAIN] Okay, let's just, I think we, I mean, what we did, we're supposed to do the same thing. So let me, I have to call them to rest for the rest for the rest of the thing. I really appreciate your help. Thank you, ma'am. You did a, you were a good help. Thank you. [silence]
23:00
Speaker 2
you're welcome you're welcome sir if anything else just give us a call
23:00
Speaker 1
Sure. Thank you. Have a good day. Sure. Bye bye.
24:00
Speaker 2
Call back. Okay. You as well. Have a good day. Bye bye.
24:00