V2 Rubric Detail — 85b532fa-6fa3-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 08:05
Duration
10m 1s
Contact
Nick Chandler
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134580
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to log into Linksys app

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.1/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall84.7% (+22.7)

V2 Grader Summary

The agent correctly diagnosed the issue as incomplete setup, guided the customer through connecting to the default SSID and personalizing the network using accurate, KB-aligned steps. However, the call ended without explicit confirmation of success or a follow-up plan, resulting in a partial resolution. No critical failures were present, and all escalation and continuity indicators were either Met or Not Applicable.

V1 Case Analysis

Customer unable to link new router in app. Guided to use default Wi‑Fi credentials, log into Linksys app with router admin password, and personalize SSID/password. Customer confirmed dashboard access.

Troubleshooting Steps
  • Checked router LED status (solid blue).
  • Instructed to connect phone to default Wi‑Fi SSID/password from label.
  • Guided through app login with router admin password and personalization of Wi‑Fi settings.
Key Observations
  • Agent gave an inaccurate description of the default SSID (stated it is "two and the last six digits of the MAC" which is not per KB).
  • Serial number was captured incorrectly and not verified.
  • Agent did not ask for the router model or create a case/ticket number.
Positive Highlights
  • Polite and empathetic tone.
  • Collected basic customer information (name, email).
  • Provided step‑by‑step guidance to log into the app and personalize Wi‑Fi settings.
  • Confirmed that the router dashboard was visible, indicating successful setup.
Agent Errors / Gaps
  • Incorrect SSID description.
  • Garble and lack of verification of serial number.
  • Missing router model collection.
  • No case/ticket number recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Customer says 'Lovely, okay, so just to confirm... I'll try that then, oh, perfect. Thank you.' No explicit confirmation that the router successfully linked up or that setup was completed.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer to check LED (solid blue), connect to default SSID using label password, and personalize Wi-Fi settings — logical, sequential troubleshooting aligned with KB.
R3 Met Correct resolution path conf 95%
Agent correctly identified this as a new router setup issue, not a hardware fault or out-of-warranty scenario, and provided appropriate configuration steps.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (can't link app to router), asked about device count, LED status, and OS, then directed to default network — logical diagnostic flow leading to root cause (setup not completed).
T2 Met Appropriate tools / resources used conf 95%
No remote tools or logs needed; agent used correct KB-based guidance (default SSID format, label password) appropriate for a new setup scenario.
T3 Met No misinformation conf 95%
Agent accurately described default SSID (two + last six MAC digits), password location (label), and setup process — consistent with KB for SPNM/Cognitive Mesh.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent failed to set clear expectations early; long silences and filler ('uh-hmm') disrupt flow. Call stayed on track but lacked proactive control during hold request.
C2 Met Confirmed understanding conf 90%
Agent confirmed phone OS (Android), used plain language, and gave clear step-by-step instructions adapted to customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to end, did not transfer, and guided the customer through the full setup process.
O2 Partially Met Proactive follow-through conf 80%
Agent gave immediate next steps (connect to default Wi-Fi, personalize settings) but did not establish a follow-up plan, callback, or timeline if issues persist.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and being resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to evaluate.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent opened with apology for inconvenience, used courteous language, and remained patient despite customer’s urgency and repetition.
X2 Met Tone & rapport conf 85%
Agent adjusted to customer’s pace, repeated key details (email, serial), and confirmed understanding during setup steps.
X3 Partially Met Overall experience conf 80%
Customer had to repeat serial number due to unclear articulation; agent could have used verification technique to reduce repetition.
Call Transcript20 turns · 20 lines
Speaker 1
Oh, hiya. Um, I've received my new router from Tuboa. Uh, followed the instructions, plugged in the Ethernet cable, the power and uh, and it's just not linking up to my phone. So I've pushed reset and the light goes red and then it, I wait for it to go back just to blue again, obviously on the app it says, you know, link up. Uh, and it just, no matter what I do, it won't link up. So I've unplugged it, you know, for a little while, plugged it back in and no matter what I do, it just keeps saying that it can't link up and make sure you're close to the router and then it after the two times it says to ring you guys.
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. My name is Josh. How may I assist you today? [silence] I see. Got this one, sir. And I do-- Mhm. Ah, yes, sir. Ah yeah. Yeah, got this one. And I do [silence].
00:00
Speaker 1
Just the one uh now basically my my my two router was broken yeah so they've sent me a new router and it's the the parrot one about like just the white square that's it yeah um I'm just driving back to I've got work and obviously you don't have till nine but I'm nearly back for the device here in about one minute I'll be back with the device. Yeah no worries. I'm literally just turning into my road so I'll be not long at all. So is this a common problem do you know? I was hoping that you just
01:00
Speaker 2
apologize for the inconvenience of ever. Researcher. I will do everything I can to fix this issue. So, just to confirm, how many link's devices do you have? Just one. Ah. And are you currently with the device. I see. You got this one, sir. Uh don't worry. Uh I'm gonna Uh you can place the call on hold, sir for one to two minutes and just let me know once you are with the router because we really needs to be with the router for us to mm-hmm for us to troubleshoot this one. Ah, no worries.
01:00
Speaker 1
Oh, it's, because I've tried looking on the, setting on the app on my phone, in case it's from like a, you know, but the, app, app permission's all good. Um, so yeah, I don't know quite what, what can do. Yeah. Yes. Yes. Yeah, that's right. So, yeah, when I, what, I was gonna say when I plugged it in, it said that, you know, it'd be flashing blue while it, um, downloads the settings or something, which is done. So I'm with the device now. Um, yeah, and it's, um, it's just a little blue light on top. So when I first plugged it in, it was flashing for a while.
02:00
Speaker 2
Uh-huh. Yeah. Mm-hmm. Yeah. Regarding with this... So, regarding with this one, sir, since you mention that you only have a one node, if this node is plug-in directly to the to the modem or to their internet source, the light on this node should automatically turn to solid, solid blue or white where that indicates that it is online or working. So yeah, for this one we just Yeah, don't worry, sir, for this one.
02:00
Speaker 1
Moment or two and then and now it now it's just solid blue. It's an Android, yeah. So I downloaded the app from the Google play store. You get the link to the app and then I thought I thought I just launched it now and it's, again, it's got login, which obviously I haven't got, or launch a new set up. So you click that. Yeah. Oh, yeah. Hang on. That be on the box, isn't it?
03:00
Speaker 2
Yeah, that indicates, sir, that the router is already online or working since again, this router has a feature that it will automatically connect to your modem once it is plug in. However, uh, for this one, we might still need to personalize the Wi-Fi name and password. So, might know again the operating system of the phone that has the links app. Like, is it an Android or iOS? Android, all right. Uh huh. Uh huh, yeah. Don't worry, sir. Don't worry, sir. I'm going to walk you through and how to properly configure this router. So, before we do that, may I have the serial number of this router? Yes, sir. And it can also be found [silence] on the [silence] label at the [silence] back of the router. Okay, two, five, three, zero, seven, seven, eight, one, seven, Y, L, X, M. Uh huh, uh huh. Ah.
03:00
Speaker 1
I like to put him right and question Arthur and look underneath the angle to section but head of court said in the low covered OK serial number Is five Nine Soto Sierra one Zero Mike Bravo Fox shot Zero two nine five eight between the uh Mike and Bravo there's a two and it's correct
04:00
Speaker 2
found underneath the unitted so thank you so much for that one so let me again verify the serial number okay so it's is it five nine Saheera 10 M for Mike D before Bravo F4 fox trot 02958 is that correct [silence]
04:00
Speaker 1
yeah, my first name is uh Nick and my surname is Chandler T H A N D L E R um I'm trying to think uh, Doesn't matter which one I use. Oh, it's, yeah, if you, I'll use my one that's linked to my, my business phone here. Um, or, so it's Greenblizzard electrical@gmail.com.
05:00
Speaker 2
I see. I see. Got this one. All right. Thank you so much for confirming, sir. And yeah, in order for me to create the ticket here it may have your first and last name. I'm sorry, how do you spell your last name, sir? Uh-huh. And what about your email address? Yeah, as long as the email address is active. All right, thank you so much for that. So going back to the issue. Uh, can you check if your phone is able to detect the default name of the router, which is like.
05:00
Speaker 1
Uh, uh, uh, oh, um, Wi, um, what under Wi-Fi settings you mean or Bluetooth, um,
06:00
Speaker 2
two or Yes there under under Wi-Fi settings So the default name should be two and the last six digits of the MAC address of the device itself Okay, great. So yeah, kindly connect your phone to that network sir and the default Wi-Fi password is labeled underneath the device Aha. Just take your time.
06:00
Speaker 1
right yep sure my phone is connected to that yeah okay so I've got email route password and I've lets changing yeah okay so if just click routed password and then and I'm password back in
07:00
Speaker 2
That's great to know. So, on your phone again for now, kindly first close or quit that Linksys app and then reopen it. Uh-huh. Yes. On the login screen, kindly log in using the router password and the default password is still the one labeled underneath the device itself. That's correct, sir.
07:00
Speaker 1
Okay. Lovely. Looks like dashboard online one node. Yeah. Yeah. Yeah. Yeah, yeah, that's correct, yeah. Yeah. All right, thank you.
08:00
Speaker 2
tht's l. t's t brilli brilli, so, on the dashboard, tap on the menu icon located at the upper left panel, the three lines. Uh-huh. And then, yeah, go, just go to the Wi-Fi settings or Wi-Fi settings tab and from there, press a sure that you can, mm-hmm. So, uh, I really do apologize for just to verify again your email address is greenblitzd'étudeselectrical@gm.l.com. Is that correct? And, and when we say green, like the color green, like G-R-E-E-N. All right. Thank you so much for confirming. You're most, most welcome, sir. And yeah, after you have personalized your Wi-Fi name and password, all you have to do is, oh, make sure to press save or apply on the screen, okay? And after that one, all you have to do is reconnect your device.
08:00
Speaker 1
Yeah. Lovely, okay, so just to confirm, so within this Wi-Fi setting, I've got the current two number and uh the existing password. So if I choose to change it now, it can be to whatever I need it, is that correct? Okay, lovely, yeah, I'll try that then, oh, perfect. Thank you. Yeah, that's perfect, thank you very much. Thank you, bye.
09:00
Speaker 2
[silence] [silence] [silence] to the network. And rest assured that if the light on the node or router is [pause] showing solid blue, that means that it is online or working. [silence] So [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
09:00