V2 Rubric Detail — 9e0ac152-713e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 09:08
Duration
26m 29s
Contact
Charlotte Redhead
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00134919
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Poor wireless range

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency2.00/5
Overall3.9/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall96.7% (+18.7)

V2 Grader Summary

The agent correctly diagnosed the TV's poor performance as a band compatibility issue, guided the customer to rename the 5GHz SSID via myrouter.info, and confirmed improved connectivity. The customer reported noticeable improvement, indicating a successful resolution without escalation or undue friction.

V1 Case Analysis

Customer (Charlotte Hud) reported weak Wi-Fi in one room (TV slow). Agent accessed router UI via myrouter.info, edited the 5 GHz SSID (added _5G) to separate networks. Customer reported improvement.

Troubleshooting Steps
  • Verified router model and serial number.
  • Guided customer to access router local UI via myrouter.info.
  • Assisted with password/recovery key entry to log in.
  • Navigated to Wi‑Fi settings and separated 2.4 GHz and 5 GHz networks by renaming the 5 GHz SSID.
  • Saved changes and confirmed improved TV performance.
Key Observations
  • Agent correctly used myrouter.info for SPNM60 access, per KB.
  • Agent provided accurate explanation of 2.4 GHz vs 5 GHz network characteristics.
  • Agent guided customer to separate SSIDs to allow TV to connect to 2.4 GHz band.
  • Excessive silence and repeated login attempts indicate poor efficiency.
  • Agent did not confirm TV was connected to 2.4 GHz band post-change.
Positive Highlights
  • Correct identification of SPNM60 model and use of myrouter.info URL.
  • Accurate guidance on separating 2.4 GHz and 5 GHz networks via SSID modification.
  • Clear explanation of network band differences and device compatibility.
  • Proper closure with ticket number and open-ended support offer.
Agent Errors / Gaps
  • Inefficient handling: multiple long silences (e.g., [08:00]–[15:00]) and repeated login attempts without clear guidance.
  • Did not verify post-change connection band on TV; relied solely on customer-reported improvement.
  • Failed to troubleshoot initial login failure: did not suggest clearing browser cache, trying a different device, or checking for firmware issues.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Customer confirms 'it does seem better' after SSID change and TV connection improves, indicating resolution of the core issue.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through accessing myrouter.info, identifying 2.4/5G bands, and renaming 5G SSID — relevant, logical steps.
R3 Met Correct resolution path conf 94%
Agent applied correct workaround (separate 5G SSID) for device compatibility without dismissing or escalating unnecessarily.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified symptom (TV slow in one room), asked about model, location, signal bars, and inferred band-range mismatch as root cause.
T2 Met Appropriate tools / resources used conf 96%
Agent used myrouter.info — the correct tool — to access router settings and modify SSID, interpreting interface correctly.
T3 Met No misinformation conf 97%
Agent accurately explained 2.4GHz for range, 5GHz for speed, and that separating SSIDs helps older devices like TVs connect properly.
Communication
C1 Met Clear & professional language conf 93%
Agent framed interaction, set expectations about workaround, maintained control despite delays, and guided step-by-step.
C2 Met Confirmed understanding conf 94%
Agent used simple terms, confirmed customer saw menus, adapted to pace, and checked understanding throughout.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and followed through on configuration until customer confirmed improvement.
O2 Partially Met Proactive follow-through conf 89%
Agent provided ticket number and said to call back if issue recurs, but did not specify a timeline or proactive follow-up.
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 proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent used polite language, thanked customer, acknowledged difficulty, and remained patient during connection issues.
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, repeated instructions when needed, and confirmed comprehension at key steps.
X3 Met Overall experience conf 93%
Agent avoided unnecessary repetition, performed configuration remotely via guidance, and minimized customer effort.
Call Transcript36 turns · 43 lines
Speaker 1
yes I just got um what the Wi-Fi installed today and um just in in one of the rooms it doesn't really seem to be working [silence] in one of the rooms it doesn't seem to be working yes there's on on the TV it's like very slow yeah it is um um is SP NM 60
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 so much for calling. Linksys. This is Josh. I can I help you? I'm sorry. In one of the room it doesn't seem to be working. Okay, what's the model of your Linksys device? Okay, and how many Linksys device do you have in total?
00:00
Speaker 1
How many what's a links? Yes, just one, yes. Yes. It is 72E10M2CF36917. Okay. 72E10M2CF36917.
01:00
Speaker 2
How many links is device do you have in total? How many batches, yes. Did you have, because this one that you mentioned is a, just one. Can you provide me the serial number, please? you can read that again?
01:00
Speaker 1
Community fiber. E. no, no. It's the first time. Um, yeah. Charlotte redhead. Charlotte, yes. yes. L-O-T-T-E. redhead.
02:00
Speaker 2
u uh CF uh is it uh is it 36917 uh uh CF72e10M2 cf 36917 uh okay uh what's your uh internet interface your uh okay uh uh public network okay uh uh uh uh uh uh uh services providers. Okay. Uh huh. Call before? This is the first time. Hmm. I have uh have uh uh your uh uh full name please wings your email address and documentation purposes. First name is Charlotte H. Uh Charlotte, is that Ch R L O T T E uh or L O T T E? Oh, L O T T E. Okay. Your last name? Hud.
02:00
Speaker 1
head. That's redhead.domain.com. Yes. Yes. Great. Yeah. Yeah, there seems to be one room, like I only have a very small flat, but there's only one room where the Wi-Fi isn't working very well. And the TV is, yeah, in that room and it's, um, yeah, just, yeah, the TV is the main thing. Yes, I'm in that room now. I'm in that room now and actually I have, um, I have, um, so I've got two bars of wi-fi both on my phone and on the TV in that room. about 10 feet. Um, there's a corridor. So, um, one room over and a corridor. [silence]
03:00
Speaker 2
Okay, a TV? TV and what else? How about your phone if you go to that room? How far is this room from the main and the device? Okay, how far is this room from the device? And how many rooms apart?
04:00
Speaker 1
It's in a different room. Yeah, somebody came and installed it, yeah, yeah, yeah. Yeah? Uh, yes. Yes. Yes. [silence] Yeah. Uh, yes. Yes.
05:00
Speaker 2
So it's like a third room Or second room [silence] Okay, when you set up the router, uh, you said that you just set up this router today, right? It was installed by your technician from the company? Okay. All right. Um, well, I guess we'll have to for your TV to connect, we'll have to separate the network of the router. Uh will modify the Wi-Fi. So you'll have a 2.4 network where you can your TV can connect. So do you have a computer for us to do that? Okay. So, uh turn on your computer, connect it to the Wi-Fi of your new router.
05:00
Speaker 1
yep just opening up and yeah it's connected oh hello yep yeah browser is open hello my router dot in yeah I'm trying to
06:00
Speaker 2
Okay, open up a browser. Okay, on the address bar, type in myrouter.info.
06:00
Speaker 1
trying to load that. Yeah. So it's quite slow. OK. And it says router password um. Yeah. um. F7AE. six, seven, e, E. 17. the.
07:00
Speaker 2
Are you near the router? Okay, please type in the password that's underneath the router.
07:00
Speaker 1
Yeah it's not working, saying something went wrong here, please try again later. [silence] Yeah, for the password. Set a new to set a new router password enter the five digit recovery key. [silence] Oh yes. 9 8 2 6 7 [silence] Yeah, sorry. It's it's really slow. Um, I think it might be the website. [silence]
08:00
Speaker 2
Is there an option for it to forget the password or forget password? OK so, uh, enter the 5 digit recovery key underneath the router, it's all numbers. Are you near the router?
08:00
Speaker 1
Yeah, I'm using a laptop, Yeah, I am near it. And it is working like the internet's working for other sites. It literally just says I've entered my recovery key. Um, And then I try press Continue but nothing's happening. Okay, um, nine, a.
09:00
Speaker 2
Are you using a desktop computer? What does it say now? Can you try to move your laptop near the router? Okay, what does it say now? Try to click continue again. [silence] try to refresh the page. [silence] What does it say now? [silence] Try to click it multiple times. How about we try it on your phone, connect it to the Wi-Fi and open up a browser?
09:00
Speaker 1
Okay, I'll go through the same.
11:00
Speaker 2
Can you make sure that you're right next to the router? [silence] I don't know, can you hear me?
11:00
Speaker 1
Hi, sorry, I'm still here. Just give me, sorry, just give me two minutes. [silence] Okay, sorry, I just had to deal with a delivery. I'm next to the router now. I'm trying to find where the menu is. Okay, menu got it. Yep. Yep. Got it. Yep. Yep. Yeah. Yep. Yeah, that's done. Yeah. Yes. Yep, I do see both of them.
14:00
Speaker 2
it's at the top okay and you type you click uh incredible wi-fi and then under incredible wi-fi there's quick set up you turn it off please and and uh all right now you see 2.4 and 5g right Okay, now you see 2.4 and 5G and they have the same Wi-Fi name. So all we need to do is we will modify the name of the 5G network. So, um, this is one of before we proceed ma'am, I just wanted to set your expectation that, um, this is one of our work around, uh, because sepseparating the network has, um, has its advantages. So the 2.4 ma'am is long range and it is, um, it's a lower bandwidth network. Most devices that only support 2.4 can, um, will not connect to or will have, um, difficulty connecting to your 5G network. So, its advantage is that if you connect to 5G, if you're using it at home, um, it's a good idea to connect all your devices to 5G network. So, um, if you connect all your devices to 5G network, it will be easier for you to separate your 2.4 from your 5G. But again, this is just a workaround. Mm-hmm. Um, one more thing, there are some devices, ma'am, that only supports 2.4. Okay, so if you separate your 5G network, they will have a hard time connecting. They won't be able to connect. I see. Uh-huh mm-hmm. So, what we're going to do is we're going to modify the name. [silence]
16:00
Speaker 1
Okay. Okay. It is. yes. Okay. [silence]
18:00
Speaker 2
connecting uh or staying connected to the Wi-Fi if the network is not separated. So that's why we suggest to separate the network. So that especially this tv could only connect to the 2.4 which is the bandwidth that it prefers. So, since your device is already connected to the Wi-Fi. I believe the tv is connected to the Wi-Fi, correct? So we will not change the Wi-Fi 2.4. We will just modify the 5g network. By the way, the 5g network is the fast speed network. It is long range but it is mostly congested. So, uh it provides you fast data transfer. You can take advantage of this with your computer and your phone. Okay. Uh especially if you are surfing on the internet. So, let's uh let us modify the wi-Fi name of the 5g.
18:00
Speaker 1
Yep. Yeah, I've done that. I'm, I've saved that. Yep, that's done. What do I do next? [silence]
19:00
Speaker 2
Just click on the pencil icon and then it will allow you to edit the Wi-Fi name. You just have to do not delete the name just add on the at the end of the name underscore 5G. Okay.
19:00
Speaker 1
It just says processing and it's going around. Okay. So it says change is saved. from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
20:00
Speaker 2
All right, now, um, after you click save, you scroll all the way down to the bottom, there is a uh, save option there to properly save the settings.
20:00
Speaker 1
What do I do next? okay so Yeah, it's connected, but not, but yeah, not to the 5G one. Got it, okay. Yeah, so it's still connected. Okay. Um. Just checking now.
21:00
Speaker 2
Yeah, because the TV can only connected a two point four. [silence] Try to check if it's working. [silence]
22:00
Speaker 1
Yeah, it does seem better. I'm just checking something else. No, it does seem better. I'm just checking it. Would you have expected the signal on the wife would you expected it to be connected by more bars or or not necessarily? Would you have expected, you know? On the TV, when it is connected to the Wi-Fi, would you have expected it to have like it to increase more than two bars now we've slightly changed the settings? Or would you just expect the connection to be the download speed to be better? Does that make sense? Got it. Okay, so not. not necessarily more bars, just more stable. Got it. Okay. Okay, thank you. Yeah, that would be great. Will you send that to my e. Yep. Ready? L.T.S. Yep. 301 three, three, three. 19. So that's L.T.S.
23:00
Speaker 2
How about this one? [silence] Yes, um how about this once? ma'am, uh try to observe the connection, I will just leave you a ticket number. So in case you will encounter same issue or it if there's no any other changes just give us a call back. [silence] Okay. I will just indicate this to you ma'am please, the these are just um 11 numbers or characters. [silence] Okay, are you ready? Okay, that's gonna be LTF, zero zero one three four. 919. Okay.
24:00
Speaker 1
00134919. No, I just, I appreciate your help. Thank you. Amazing. Thank you. Oh, sorry. Another question. You know, when you, the, the, the laptop that should be connected to the 5G rather than the 2.5, right? Or 5 GHz? Both. Yes.
25:00
Speaker 2
yes so do you have any other concern aside from this or you're okay for now okay you're welcome ma'am and thank you for your time if you have uh any concern regarding your linksys router don't hesitate to give us a call we can surely help you and we will be happy to um the laptop can connect uh both so either the two but the good thing if you have the the uh uh the 2.4 and 5g so that I said a while ago the 2.4 is long range and the 5g is short range so if you're um outside the range of the 5g you can still connect to the Wi-Fi and that's going to be 2.4
25:00
Speaker 1
okay thank you that's got it okay amazing thank you you do bye
26:00
Speaker 2
Okay, so you can switch from the two networks. Okay, all right. So I will not take so much of your time, uh, Charlotte. Thank you again. It has been nice talking to you and thank you for your cooperation. Have a good day and take care. Okay. All right.
26:00