V2 Rubric Detail — 8a570d7e-7a3e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 20:00
Duration
31m 29s
Contact
Rebecca Perian
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00030876
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separate wi-fi bands_MX6200

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication2.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.9/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall49.7% (-28.3)

V2 Grader Summary

The customer explicitly stated the issue was not resolved, as the node light remained white and 5 GHz separation was not achieved. The agent failed to guide the customer to enable actual separate SSIDs in Wi-Fi settings, only renaming them, which is technically inaccurate per KB. Despite empathetic communication and tool use, the core technical fix was missing, leaving the case unresolved.

V1 Case Analysis

Customer unable to see 5 GHz network on MX6200 mesh. Agent guided through admin password reset using recovery key, logged into myrouter.local, and edited SSID labels to include '2.4' and '5' for band differentiation. Customer reported both networks now visible and connected to 5 GHz. Internet connectivity on 5 GHz not explicitly verified.

Troubleshooting Steps
  • Reset router admin password using recovery key
  • Logged into router via myrouter.local
  • Edited Wi-Fi SSID labels to include 2.4 and 5 identifiers
  • Applied changes and verified both SSIDs appear
Key Observations
  • Agent correctly used recovery key process and myrouter.local URL per KB.
  • Successfully guided customer to edit SSID labels to separate 2.4 GHz and 5 GHz networks.
  • Agent used filler phrases and unclear phrasing (e.g., 'interesting to know your router lostsworth') causing confusion.
  • Failed to confirm internet connectivity on the 5 GHz network after change was applied.
Positive Highlights
  • Correctly identified the need to separate 2.4 GHz and 5 GHz SSIDs to resolve the issue.
  • Accurately guided the customer through the admin password reset process using the recovery key as documented in universal_password_login.md.
  • Provided the correct local access URL (myrouter.local) and navigated to Wi-Fi Settings successfully.
  • Successfully resolved the core issue by enabling the customer to see and connect to the 5 GHz network.
Agent Errors / Gaps
  • Used confusing filler phrase at [05:00]: 'interesting to know your router lostsworth' — this added no value and likely confused the customer.
  • At [22:00], mispronounced 'left sidebar' as 'left coffeever', which could impair understanding.
  • Did not verify that the 5 GHz network provided actual internet connectivity after the SSID change — only confirmed visibility and connection, not functionality.
  • Provided unclear instruction at [23:00]: 'Put five for the other Wi-Fi name there' — should have specified which field corresponds to 5 GHz band.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer states: 'No, this should have corrected my problem you're saying. Because the note never changed. So it's still white.' — confirms issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided login and password reset, accessed Wi-Fi settings, but did not verify if separate 5 GHz SSID was enabled — skipped core diagnostic step for band separation.
R3 Partially Met Correct resolution path conf 85%
Agent pursued password reset and SSID labeling as resolution path — appropriate for login issues but suboptimal for band separation; no OOW or warranty issues affected path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (wanting to separate 5 GHz) and confirmed model (MX6200), but did not ask about current SSID configuration, band steering, or whether separate networks were already enabled.
T2 Met Appropriate tools / resources used conf 95%
Agent used local web interface (myrouter.local) via Safari and Chrome — correct tool for accessing router settings and modifying Wi-Fi configuration.
T3 Not Met No misinformation conf 95%
Agent instructed customer to only 'label' SSIDs as '2.4' and '5' without enabling actual separate SSIDs. Per KB, separating bands requires enabling 'Separate 2.4 GHz and 5 GHz Networks' in Wi-Fi settings, not just renaming SSIDs.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general direction but used filler ('uh huh', 'interesting to know your router lostsworth'), unclear phrasing, and lost control during browser-switching confusion.
C2 Partially Met Confirmed understanding conf 80%
Agent used 'ma'am' and polite tone but failed to adapt when customer struggled with password rules and page errors; did not confirm understanding after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case throughout, did not transfer, and stayed on the line to guide troubleshooting steps.
O2 Partially Met Proactive follow-through conf 85%
Agent told customer to apply changes and check Wi-Fi list, but provided no follow-up plan or timeline; closed call without confirming resolution.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred — first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred — therefore execution not applicable.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed repeated empathy ('I'm sorry', 'Okay, great'), remained patient despite technical difficulties and customer frustration.
X2 Partially Met Tone & rapport conf 80%
Agent maintained polite pace but did not adjust when customer repeated confusion over password rules and page errors — missed cues for deeper disengagement.
X3 Partially Met Overall experience conf 85%
Customer had to switch browsers, reset password, relabel SSIDs — steps could have been reduced with direct access to band-separation settings; unnecessary effort introduced.
Call Transcript50 turns · 54 lines
Speaker 1
[silence]
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 technical support. This is Rio. How can I assist you for today?
00:00
Speaker 1
having high speed so we had spectrum come out and spectrum said that the there's the links and the spectrum modem are not able to be separated so instead of it running on 5G it's running on 2.4G so and the spectrum guy said there was no way he was able to do anything to to separate that so he suggested that I give you a call [silence] we're trying to get it to run on 5G because I'm paying for 5G we're trying not to have I'm sorry right Ron we're not we're trying to not have them separate
01:00
Speaker 2
uh huh. uh huh. Hmm. Okay, so what you're trying to do, ma'am is you want to separate the Wi-Fi band, so that you'll have. 2.4 and then 5G. uh gigahertz Wi-Fi band is that what you're trying to do? Okay, all right.
01:00
Speaker 1
one second. one second. Ron? seems like he wants you to separate him so that the 5G comes through or something. what they would like us to do is to separate so that the 5G comes through. yeah. [silence] um, let's see here. it's MX 6200. we have three three nodes.
02:00
Speaker 2
I'm sorry, in order for you... Yeah, that's why we're gonna separate the Wi-Fi. You'll have 2.4 and you'll have five so that you can connect to five 5G Wi-Fi. Is that what you're trying to do? Okay. Can you confirm to me, ma'am, what's the model number for the Linksys device that you have there? Okay. Just for how many Linksys devices do you have? [silence]
02:00
Speaker 1
Yes. [silence] Yes. [silence] Yes. [silence] So, you want me to go on Safari? Okay. I'm on Safari. hmm. I did. My router.local. Okay. It shows access velocity. Uh, it says router password. [ silence ]
03:00
Speaker 2
Okay, all right. Uh, yeah, sure, ma'am. Uh, can you try to open Safari please? All right. So, you can try to put in the URL box. Try to put my router dot local. Yes. All right. Perfect. And can you tell me what's it shows now? Uh-huh. Yeah. Is there an option to click it? Click something, log in. Okay, do you have
04:00
Speaker 1
uh... I'm trying to put it in now.
05:00
Speaker 2
interesting to know your router lostsworth so we can log in I which it Mm-hmm.
05:00
Speaker 1
It didn't open it. I think what happened the last time I had a problem was I have to reset the all the administration password for let me see here. So do what now. Go to what now for reset password? Okay.
06:00
Speaker 2
uh you can try to reset it ma'am um it will ask for a recovery key and that will be at the bottom of the link as parent no reset password and then it will ask you for a recovery key that is in the parent node
06:00
Speaker 1
Okay, so now it's asking me for the administrative password. Okay, that one I know. It says, choose a password that's secure and easy to remember. Make yourself a hint that reminds you of the password. So it says ad mid password, create a new...Yes. Okay. No repeating what? [all right. Yeah. All right. All right.
07:00
Speaker 2
I'm sorry. What? Did it ask you for admin password or? router password. Oh. Okay, create a new admin password. Okay, so it should be 10, uh, not, no repeating letters or numbers. No letters, no repeating letters, no repeating numbers.
07:00
Speaker 1
It has to be 10 letters and number or
09:00
Speaker 2
No, ma'am. No repeating numbers or letters. Minimum of 10 characters.
10:00
Speaker 1
I keep getting unexpected air. Can I, do I have to just do one or the other, either letters or numbers, is that it? Okay, how do I refresh the page? [silence]
12:00
Speaker 2
If you experience an unexpected error, I mean to say, you entered multiple times the password, try to refresh the page and then put the password that you wanted.
12:00
Speaker 1
No, not. refreshing page. Okay, so hit reset password. Five digit key. Hold on, what is that again?
13:00
Speaker 2
How was it? Were you able to create now?
13:00
Speaker 1
All right, let's try this again. Yeah, it's same unexpected error again. Same thing. I just keep getting that same error message. And I did not repeat any of the letters. Oh, yes, I did. I did. Sorry, she. Bye. Nope. I keep getting same error message. Yep. And this time I didn't do a repeat. Can I do what? Okay. I'm trying to get out of Safari. It's locking me. It's not letting me out.
14:00
Speaker 2
Still the same error? Can you try a different browser? Can you try a different browser aside from Safari? What browser are you currently using?
16:00
Speaker 1
all right, now, fuck. all right. I'm going to try Google Chrome now. Okay. Where do I go again? My router again. sign in with your router password. So we have to reset password again, correct? [silence]
17:00
Speaker 2
Hmm. My router.local. Now what does it show on the page? Can you try to put ma'am admin?
17:00
Speaker 1
Sorry. Uh huh. Linksys, no, it, it, no, it did not, uh huh.
18:00
Speaker 2
and then hit sign in. Did it provide you an error message? Um, can you confirm to me, how many WiFi do you have? Only linksys, no spectrum. Can you try to check ma'am? What WiFi name are you connected?
18:00
Speaker 1
I'm on the links website. I'm connected on the links. I'm connected on the links 024. Correct. Currently. No. Yeah. Yeah. Yeah. Yes. Okay, I'm back to the login.
19:00
Speaker 2
what I mean is, what Wi-Fi name you are connected right now? Yes, it's OK. It's supposed to be when you're trying to open the web interface, you will not have any error message. Cause we don't have any issues going on with the website. But it's not letting you, uh, login. Can you try to reset again? Try to click the reset button. What recovery key are you using? Is this a Parrot node recovery?
19:00
Speaker 1
I'm, I'm gonna, I'll do it again. Reset password. Okay. Now create a new admin password and hint. Okay, so I have letters and do I put numbers in?
20:00
Speaker 2
When you try to hit reset, go out there and password.
20:00
Speaker 1
Okay I'm in yes.
21:00
Speaker 2
[KEEP_UNCERTAIN] uh, combination of letters, numbers, and special characters. No repeating. Gute Na... perfect, that's good to hear. All right. Uh, you're already in the dashboard? Does it shows there, dashboard? Perfect. Okay, in
21:00
Speaker 1
all right okay yes six um it just says uh I see a two point four a five and a six [silence]
22:00
Speaker 2
in the left coffeever ma'am there will be options that you will see in the left coffeever try to click Wi-Fi setting okay so in the Wi-Fi setting do you see their your Wi-Fi name um okay and then after that there will be like uh a dropdown arrow or are you're only see there 2.4 show more do you have an option show more or can you tell me if you see there 2.4 and five Okay, so you can label
22:00
Speaker 1
Do what now? Under Wi-Fi name. So it's right now the Wi-Fi is links 0224 and then you want me to put 2.4 after it. Okay. What about the one that was six?
23:00
Speaker 2
You Wi-Fi name, you put there 2.4 and you put the five also. You just put the label so you will know which Wi-Fi name you need to connect. Put a label, mam, for your Wi-Fi name. Put 2.4 for the Wi-Fi name. Put five for the other Wi-Fi name there. Yes, 2.4. Yeah. Put space and then put 2.4 and then for the below, the next box, put the Wi-Fi name also five, so that you can switch over which Wi-Fi name you want to connect.
23:00
Speaker 1
okay. okay. and then hit apply? okay. yes. yes. correct. okay. all right. this says you're updating Wi-Fi settings. it says do you want to continue yes or no?
24:00
Speaker 2
you don't need to make changes with that. No, did you put the label for 2.4 and 5 already at the same time? So Linksys 0224 2.4 and Linksys 0224 5. Is that correct? Okay, hit apply. and then can you tell me what does it shows now on the page? Okay, just wait for it because it will disconnect you from the internet. uh continue.
24:00
Speaker 1
Your router is applying changes. [silence] it says it's waiting and it's got like a circle that's going around it. Okay.
25:00
Speaker 2
Now, what does it show? Okay. is it right now what does it show? all right give it some time. How was it right now? Marm wins the line. Sorry.
25:00
Speaker 1
It still says waiting. It says no network and then it says other networks. Yes. Yes, it says that it's on. Okay, so.
27:00
Speaker 2
Okay, might be It's been already updated. Can you try to go to Your Wi-Fi settings of your computer or network settings? And check if your Wi-Fi name is now showing so you can connect and select. [silence] Try to go to your network and your computer. Go to the setting, check the available network. Check available network.
27:00
Speaker 1
Okay, it says 2.4 and then it says up, then it says 5. 5. So I wanna choose the 5, correct? The no, the node is, the node is right beside the router, the spectrum router. The node is right beside the router, the spectrum router.
28:00
Speaker 2
and find your Wi-Fi name. Okay. So it is now showing. You can select what Wi-Fi name you wanted to connect and check if you have internet in your computer. It's up to you, ma'am. Just to set proper expectation, by the way, if you wanted to connect your device to a 5 GHz Wi-Fi band, uh, you should not be that far away to any of your node, meaning to say, you should be closer to the nodes because 5 GHz Wi-Fi, go ahead. Yes. Uh, what I mean, ma'am, if if you want to
28:00
Speaker 1
Okay. Um, and I'm going to start. it says a password. All right. It says, okay, it says it's connected.
29:00
Speaker 2
To connect one of your devices to the 5 gigahertz Wi-Fi band,
29:00
Speaker 1
No, this should have corrected my problem you're saying. Because the note never changed. So it's still white. Okay. Yep. okay. all I have to do is sign out now, correct? yeah, from the link, the the uh web page. Yeah.
30:00
Speaker 2
Okay, great. Anything else aside from this? Yes, uh yeah. So if by chance, ma'am, as you've mentioned earlier, um, you wanted to connect your uh your TV to a 5 gigahertz Wi-Fi band, you can just go to the settings of your TV and then select the 5 gigahertz Wi-Fi. That's all that you need to do. Okay? All right. So, if you need further assistance, ma'am, uh you can always call us back here, okay? About troubleshooting your Wi-Fi, your connectivity or your router. I'm sorry, what sign out? Uhm, the website? Oh, yeah, you can just close it.
30:00
Speaker 1
Nope, if I have a problem, I'll call you back. Okay. Thank you. Uh-huh. Bye.
31:00
Speaker 2
Mhm. Anything else aside from this? Okay, all right. You will be able to connect your TV once you go to the settings of your computer- of your TV. Okay? uh, that's not a problem. Internet is working fine. So, yes. Um, you have a nice day ahead, Miss Rebecca. Bye-bye for now. You're welcome. Bye.
31:00