V2 Rubric Detail — 884c866a-75b8-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 01:51
Duration
10m 14s
Contact
Mike Teller
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135594
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7300_Wants to separate Wi-fi name for 2.4ghz and 5ghz.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall80.7% (+26.7)

V2 Grader Summary

The agent correctly diagnosed the admin login issue and provided technically accurate instructions for the recovery key reset and SSID separation. While the technical guidance was sound and aligned with KB local access procedures, the call ended without confirmation of successful SSID separation, resulting in a partial resolution. Ownership was maintained and no escalation was needed, but empathy and clear follow-up timelines were lacking.

V1 Case Analysis

Customer unable to log into router UI (192.168.1.1) and wanted separate SSID names. Provided default admin password and recovery key steps; no verification of login or SSID change; call ended without resolution.

Troubleshooting Steps
  • Collected serial number (3199316088) and customer name.
  • Suggested default admin password "admin".
  • Guided customer to use the 5‑digit recovery key (317) to reset the admin password.
  • Directed customer to Wi‑Fi Settings to rename SSIDs.
Key Observations
  • Agent never verified that the customer could successfully log into the router UI.
  • Model number was not obtained, limiting ability to give model‑specific instructions.
  • Warranty status was assumed without verification.
  • No clear next‑step or follow‑up was set after the instructions.
  • Customer disconnected from Wi-Fi during call ([09:00]), indicating unresolved connectivity, but agent proceeded to close the call.
Positive Highlights
  • Collected customer name and serial number (transcript [02:00]).
  • Provided the correct default admin password and explained the recovery key process (transcript [05:00]–[07:00]).
  • Maintained a polite and professional tone throughout the call (transcript [10:00]).
Agent Errors / Gaps
  • Did not obtain or confirm the router model number (transcript [01:00]–[02:00]).
  • Assumed out‑of‑warranty status without checking or citing evidence (transcript [08:00]).
  • Failed to verify whether the password reset actually logged the customer in (transcript [09:00] shows 'router not found' and disconnection).
  • Did not confirm that the SSID names were successfully changed before ending the call.
  • Closed the call despite the customer being disconnected from the router and unable to proceed (transcript [09:00]).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Agent guided customer to reset admin password using recovery key and directed to Wi-Fi settings, but final confirmation of SSID separation was not achieved before call ended; customer reported 'router not found' at end.
R2 Met Diagnostic thoroughness conf 95%
Agent identified login barrier as root issue, asked for model/serial, diagnosed password lockout, and provided correct recovery path using KB-backed steps (default 'admin', recovery key reset).
R3 Met Correct resolution path conf 97%
Agent correctly pursued best-effort troubleshooting despite likely OOW status (noted warranty disclaimer), focusing on configuration fix rather than hardware replacement.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identified symptom (cannot access 192.168.1.1), linked it to admin password issue, and logically progressed to recovery key solution — a valid diagnostic chain per KB.
T2 Met Appropriate tools / resources used conf 98%
No tools required; issue was resolvable via known procedures (recovery key reset) without remote access or logs. Agent used appropriate KB knowledge.
T3 Met No misinformation conf 99%
All technical info accurate: default password 'admin', recovery key reset process, and Wi-Fi settings location align with general router administration standards and KB references for local access (192.168.1.1).
Communication
C1 Met Clear & professional language conf 88%
Agent maintained control throughout, gathered necessary info, transitioned logically from identification to resolution, and closed cleanly despite customer digressions.
C2 Partially Met Confirmed understanding conf 87%
Agent used clear, simple language but did not confirm understanding after key steps (e.g., recovery key entry); missed opportunity to adapt to customer’s frustration.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and followed through on guiding the customer through the reset process.
O2 Partially Met Proactive follow-through conf 85%
Agent gave clear next steps (reset password, go to Wi-Fi settings) but did not set a timeline or offer follow-up if issues persisted.
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 performed and none warranted — issue was within L1 scope and actively being resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent remained professional and courteous but did not explicitly acknowledge customer’s frustration ('all day', 'can't get in'); empathy was procedural, not personalized.
X2 Partially Met Tone & rapport conf 88%
Agent maintained steady pace and kept customer engaged through resolution steps, though tone was neutral and not fully attuned to emotional cues.
X3 Partially Met Overall experience conf 82%
Customer repeated contact info, but agent used it to build record; steps were manual but necessary — no avoidable holds or redundant requests beyond intake.
Call Transcript17 turns · 19 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. I thank you for calling Linksys. My name is Raquel and how may I call.
00:00
Speaker 1
Yes. I'm trying to change our my router settings where the 2.4 gigahertz and the 5.0 gigahertz has two separate names. Yes. Okay. okay, it's 33 C, as in Kat, 1 0, M as in Mary 2 7 A as in Apple 0 4 9 8 0 M as in Mary ours Robert, 7 3 0
01:00
Speaker 2
I see. You wanted to separate the Wi-Fi name of your two bands. For me to properly address you with that, may I have the serial number of your Linksys router found at the bottom? Uh-huh. Uh-huh. Uh-huh. Uh-huh. All right. And may I have also the model number? Uh-huh.
01:00
Speaker 1
zero zero. Yes Mike keller k-e-l-l-e-r. Three one nine nine three one six zero eight eight. It's m i k e l l e r k e l e r-k-e-l-l-e-r at n e t i n n n d c.com.
02:00
Speaker 2
All right, thank you. And this is your first time calling Lynis? Allow me to create a record here. You may have your first name and last name. All right, thank you Mike. And may have also your phone number in case we get disconnected, I'll be able to call you back. Mm-hmm. All right, and may have also your email address. Thank you. [silence] All right. Thank you.
02:00
Speaker 1
Sorry, that is not an S. That's net INS dot net. Just to pick, just to pick, you know I think you know, I just want to have the two point four things two point four gig Hertz connecting to that and the five point ok connecting to the five point oh. Okay. That's correct. Hmm, I'm not sure. [silence]
03:00
Speaker 2
To the last letter is T, right? And net.net. I'm sorry, that's that net. Okay. All right. Okay, thank you. And while my sister is checking the wiimed in support of rail links, 22 router, Mayor, what's uh why why would you like to separate the Wi-Fi band of your mesh router? Oh, okay, got it. And you only have one link this router, right? No nodes, additional nodes. I think and how long you've been using your link router like how many years already?
03:00
Speaker 1
I don't know how many years we've had it. I have, yes, I have an iPad and I've tried but I cannot get onto a browser. I've tried Safari and I've tried Google Chrome and I can't get connected to a browser. That's, that's part of, that's my issue, I guess. Right. I put in 192.168.1.1 and it won't let me in. Well, that's for, no, I can't do anything.
04:00
Speaker 2
Alright, got it. Um, by the way, with the separating of Wi-Fi name, you may need to access it using a web browser, a computer, it do you have a computer there or an iPad that can, uh, we can use to, uh, And And so you've tried to, uh, you've tried to login into the settings of the router, right? Using the browser. Okay, got it. Um, do you have any questions? And, um, by the way, when you try to access that, your, your iPad is connected to that?
04:00
Speaker 1
Right. Well, it actually asked me for it says access the loop, router password and I put in three different passwords and I can't get into it. I tried the password off the. I'm sorry. it says invalid router password please try again okay. [silence]
05:00
Speaker 2
Wi-Fi, right? So okay, try the word admin. That's D-M-I-N. Let's enter it there, all lowercase. By default, that's the router admin password, just the word admin. Got it. You can actually update the router password by clicking the reset password option below. Are you seeing reset password? All right, then it will ask for the recovery key, the five numbers found at the bottom of the router. Enter that so that we can create and update, renew, [silence] yes [silence] no problem [silence] no problem [silence]
05:00
Speaker 1
three one seven. Cause so now it says admin password. Um, do I put in what I put in or I try the admin one, just the admin. Okay.
07:00
Speaker 2
create your own admin password, it should be personalized, make sure to follow the requirements there you will have letters with uppercase, lowercase, numbers, special characters and make sure that the characters are not showing twice. alright and you may go to Wi-Fi settings option at the left hand side that's below router settings, you can click show more to review
07:00
Speaker 1
Excellent. This is what I've been trying to get into all day, I think, and, and I I didn't know that I had to go to my router and get that off of it off of the back of it or the bottom of it. Net I work here. I.
08:00
Speaker 2
uh-huh. [silence] [silence] all right, thank you. [silence] and just to set the expectation also for the warranty in case in the future Mike already out of warranty and in case the router stem defective, it's not eligible for replacement anymore, okay?
08:00
Speaker 1
router not found you're not connected to the router. Oh, gotcha. yeah, I need to check to the file. to the correct K-5. I know. okay. Okay. hey, you're excellent. I am. thank you so much. No, no, thank you so much for your help.
09:00
Speaker 2
All right. That means you are disconnected from the Wi-Fi. You can open Wi-Fi in your iPad and check if you're seeing now the 2.4 Wi-Fi name and the 5G. Need to select each, connect to it. Mhm. Yes. Uh-huh. They're all set. All set. Uh-huh. Anything else? Okay. Let's just see with Link- with Link- with Links- Lynn. All right, this once again. You're most welcome, Mike. This is from Achung, thank you for calling Linksys and have a wonderful day. All right, bye bye.
09:00