V2 Rubric Detail — a3385a12-7ae0-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 15:21
Duration
25m 38s
Contact
Scott Mayes
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136363
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SSID not broadcasting
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.4/5

V2 Rubric Scores

Resolution4.38/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+27.8)

V2 Grader Summary

The agent successfully guided the customer through power‑cycling, wired login to the router’s web UI, resetting the admin password, and changing the Wi‑Fi security to WPA2‑Personal. The customer confirmed the Wi‑Fi network reappeared and could reconnect devices, indicating the issue was fully resolved. While the agent demonstrated strong technical troubleshooting and ownership, they fell short on R3 by not addressing the E1200’s end-of-life status and associated security limitations as required by KB guidelines.

V1 Case Analysis

Customer could not see Wi-Fi or log into E1200 router. Agent guided Ethernet connection, access via 192.168.1.1 and myrouter.local, admin password recovery, and changed Wi-Fi security to WPA2 Personal. Wi-Fi became visible. No further issues reported.

Troubleshooting Steps
  • Confirmed router model after initial misidentification.
  • Attempted to capture serial number (partially successful).
  • Instructed customer to connect a PC via Ethernet to the router.
  • Guided customer to access http://192.168.1.1 and http://myrouter.local.
  • Assisted with admin login using recovery key and setting a new admin password.
  • Navigated to Wi-Fi Settings, changed security mode to WPA2 Personal, and applied changes.
  • Verified Wi-Fi SSID appeared on the customer's phone.
Key Observations
  • Agent initially misidentified the E1200 as an MR55EC, which is a serious protocol error.
  • Serial number was not fully or accurately captured despite multiple attempts.
  • Agent used ambiguous and confusing phrasing (e.g., 'tendon', 'link says lead will just become study') that required clarification.
  • Correctly identified WPA3 compatibility issues and recommended WPA2 Personal, which aligns with KB guidance.
  • Successfully guided the customer through Ethernet access, admin recovery, and security mode change.
Positive Highlights
  • Correctly advised accessing the router via Ethernet and using both http://192.168.1.1 and http://myrouter.local at [13:00]–[15:00].
  • Accurately diagnosed that WPA3 security could prevent older devices from connecting and recommended switching to WPA2 Personal at [08:00].
  • Successfully guided the customer through the recovery key process to reset the admin password at [18:00].
  • Confirmed resolution by having the customer verify Wi-Fi network visibility on their phone at [23:00].
Agent Errors / Gaps
  • Misidentified the product model as 'MR55EC' at [02:00], which is a different product family and could lead to incorrect troubleshooting.
  • Failed to accurately capture the serial number despite asking; transcript shows confusion and partial input.
  • Used unclear and potentially confusing language such as 'tendon' and 'link says lead will just become study' at [05:00], which could hinder customer understanding.
  • Incorrectly implied that a solid blue light with no Wi-Fi could indicate a hardware issue, which contradicts KB guidance — solid blue indicates normal operation.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed Wi-Fi network became visible and successfully connected devices after agent guided changes to SSID and security mode.
R2 Met Diagnostic thoroughness conf 96%
Agent guided power-cycle, wired connection test, accessing 192.168.1.1 / myrouter.local, and changing settings — logically sequenced troubleshooting.
R3 Partially Met Correct resolution path conf 92%
Agent failed to recognize the E1200 is end-of-life; provided best-effort support but did not inform customer of security risks or recommend replacement per KB.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Identified symptoms (no Wi‑Fi broadcast, cannot log in), asked about LED status, and asked to test a wired connection.
T2 Met Appropriate tools / resources used conf 90%
Used the appropriate tool – the router’s web UI (192.168.1.1 / myrouter.local) – to diagnose and fix the issue.
T3 Met No misinformation conf 95%
Agent provided technically accurate guidance for accessing the admin page, using the recovery key, and setting WPA2-Personal security.
Communication
C1 Met Clear & professional language conf 85%
Agent kept the conversation on track with clear prompts (e.g., “Let me know once it’s wired”, “Apply the changes”) and did not lose control.
C2 Met Confirmed understanding conf 85%
Used simple language, repeated URLs, and confirmed understanding (“type this number… 192.168.1.1”, “myrouter.local”) appropriate to the customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent handled the entire issue without transferring and followed through to a working solution.
O2 Met Proactive follow-through conf 88%
Provided concrete next steps (power‑cycle, wired login, change Wi‑Fi settings) and confirmed completion before ending the call.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was needed or performed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Met Customer effort minimised conf 80%
Agent remained courteous, thanked the customer, and gave a positive comment on the customer’s English, showing professionalism and patience.
X2 Met Tone & rapport conf 80%
Agent matched the customer’s pace, repeated instructions when needed, and kept the dialogue engaging.
X3 Met Overall experience conf 85%
Agent reduced effort by providing direct URLs, avoiding unnecessary searches, and handling password reset on the customer’s behalf.
Call Transcript36 turns · 42 lines
Speaker 1
Hi, May. I'd like to look into this. I mean, with the things that I'm trying to install, a Linksys and hydro pro six, I've had it a while, but cuz I didn't want to have to deal with what I'm going through now. And the old one just got to the point where which was a Lynch as well. Um, where it wasn't communicating with, uh, um, spectrum, cuz they updated, uh, our neighborhood system. So, uh, Thanks for watching. And please, please don't forget to like and share. I'd appreciate it. If you, please subscribe.
00:00
Speaker 2
Welcome to Lynx's 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.lynx.com for more information about your product. [silence] Thank you for calling Lynx's support. This is May. How can I help you? All right. What's the serial number of this device? It's on the sticker underneath SN. Is it for 510 Mary to Alpha David 01519?
00:00
Speaker 1
correct. [ silence ] No. Blue. solid blue. I got nothing. I don't have any thoughts on it. I
02:00
Speaker 2
Okay, okay. Yeah, sure. It's 45 kilo 10 Mary, 2 Alpha David, 05. I mean 01519. It shows here you got our MR 55EC and this is the only Linksys you have. You don't have extenders. Okay and what's the light indicator in front of the router? Patty Blue. Um how about the light indicator in front of the Linksys? Like uh there is a solid blue or solid red. Okay. Can you check? Your internet must be working right now. Check if you can visit any website.
02:00
Speaker 1
um
03:00
Speaker 2
The velope set up name that's actually the default Wi-Fi there is no velope set up okay yeah try to switch off the router instead kindly switch it off and switch it back on turn off your challenges device and then just turn it off for a couple of seconds no need we're checking right now if your router will just stay solid blue
04:00
Speaker 1
[silence] It is not blinking. It's up, now it's blinking. [silence] Yeah, it's going uh blue to aqua flashing from Spectrum. And like I said they just upgraded their service to the neighborhood and my - Upgrade is getting installed next weekend.
05:00
Speaker 2
That's it. You can turn it back on now and observe the light indicator. It should light up blue right away and should blink. is it blinking right now? Okay, just tendon. if your link says lead will just become study. that only means it does. it says already a hardware issue. right now it's still responding so. Is your internet service provider?
05:00
Speaker 1
elder unit uh which has been wonderful cuz I don't do much I don't need much. I'll tell you what it is. It's a Linksys E 1200. probably 10, 12 years old. They've been um still flashing. Yeah, the uh Spectrum has been wanting me to upgrade. Obviously, they wanted me to get one of theirs but no. This one's fine. And then it it became not fine so I was forced to start with the Hydra and do this. And none of my uh hardware in the house has been able to find it. Um I have
06:00
Speaker 2
[silence] Is it still flashing blue? okay okay check your Wi-Fi list your own Wi-Fi should broadcast
06:00
Speaker 1
and but it's not showing up in in this part of my house. So, I was told that, well, my, um, security is WPA and WPA2 and I I think the Linsys is WPA3. Does that make a difference? On the security. Right, right. So, how do I change it on how how do I change it on the, um, router? Ah, okay. And that's what I can't do.
08:00
Speaker 2
Okay. Um yeah but I can advise to set the security mode WPA2 personal only, because if you set it into WPA3, some devices will not be able to connect due to a very high security mode that the router is configured to. So it must be under... You need to log in. Indeed and you said you cannot see any Wi-Fi even if you login.
08:00
Speaker 1
I cannot see it in you, right? right on none of my devices that I've tried to connect with hard wire. yeah, I can try that. Let's find hardwire. Oh, here's one I got already. Sorry. Silence
09:00
Speaker 2
See the Wi-Fi name, right on the Wi-Fi list. How about a computer that you can wire directly to Linke's router? Yes. Okay. Let me know once it's already hard warm. Once you're done, let me know which part, yeah. It can be one, two, three or four, it doesn't matter. Mhm. Is it already wired? [silence] so, it's already hardware, too.
09:00
Speaker 1
It is. It is. Windows. Okay. Okay. Got it. Okay. It says, uh, to access
13:00
Speaker 2
me one of the ethernet ports at the back of the router. Okay. And it's the Mac computer or Windows computer? What's the operating system? Okay. Now open a browser on your computer and on the address bar type this number. It's 192.168.1.1. So it's 192.168.1.1. [silence]
13:00
Speaker 1
sure. your Linksys router settings. Ensure your device is connected. Okay. [silence] access your Linksys smart wi-fi router's user interface. is that what you wanted? Um yeah not yet. Um it says search the support center. [silence] my router, access router, Linksys smart Linksys.
14:00
Speaker 2
No speech.
14:00
Speaker 1
find out more? How to access? Linksys router web interface web browsers. Call us. Reddit Chat. Yeah. Okay. What router? Okay. Local. L-O-C-A-L or L-O-C-O-L? Yeah, yeah. Um, and then okay. [silence] uh, keep your Wi-Fi handy. Okay.
15:00
Speaker 2
Okay. You're prompted to Google search. Try to type it again, make sure it's on the address bar so that it will go through the login page. This time, type there, "my router". All one word. My router dot local L O C a L. My router, dot local. L O C A L. L O C A L. L O C A L. L O C A L Mm-hmm, press enter. Perfect. Click on the picture of the phone. There
15:00
Speaker 1
Yeah, I would have never known that. That's what stops me on computer pages. Okay. It's asking me to sign in. Uh, router, access router, to type in the router. All right. Okay. Okay. Okay, default admin. Invalid password. How about the password on the router? [silence]
16:00
Speaker 2
There's two phone pictures there, so click the image of the phone.
16:00
Speaker 1
] Okay. QPQT. And. Yeah. Didn't like that one either. Okay. Does recovery key 1 to yeah. Got it. 12345 Okay. Oh, I got. Yes I think I run recovery ago 20 1 18 2018, yeah. 2018. Okay admin password. Choose a password. So I go ahead and make it do the password. Is that correct? Are you choosing the password or my? Mm-hmm. Okay. Okay
17:00
Speaker 2
Ask you to, uh, for the recovery key that's on the sticker underneath your router. The recovery key. Not that one, that's just an example. The recovery key is on the physical device. On the actual router. [silence]
18:00
Speaker 1
I'm Yep. you gotcha. [silence] Uh. Uh. Uh. Uh. Uh. Uh. Uh. Hay. I don't want to say that. right we're in. [silence] WhyFY net uh WhyFY settings. [silence] Oh good because I was about to click on. I hate pants.
19:00
Speaker 2
a letter, a special character, and a number. Go to Wi-Fi settings on the left side Wi-Fi settings. Yup. There. Thank you.
19:00
Speaker 1
Okay, Wi-Fi settings. All right. Um, it that, why does I hate pants keep showing up? Okay, Wi-Fi name. I'm sorry. No. Yeah, I'm gonna change it cuz it drives me nuts cuz because I want to know. Um. Okay. change the name. Uh, security code WPA2. Uh, Wi-Fi mode mixed. What's - oh, is - should I be mixed with all my, um, my. I'm sorry. Yeah, the the security code is personal. Then it goes Wi-Fi mode.
20:00
Speaker 2
you'll see there what's your current Wi-Fi name and password, that's the name of you can change that one, uh-huh, uh WPA2 personal
20:00
Speaker 1
notting that says mixed, but there isn't a change, so it doesn't matter. Go ahead and apply. I made a change. uh let me look at the password. Okay, that was a different password in here. That was the original password. I should write that down, just in case things get oh wacky. Oh I hate pants too something crap. I can't remember it now. Uh hold on. Somebody changed this. Wasn't me because I don't know how to do all this stuff. 696 54 98980 3654
21:00
Speaker 2
If you made changes on the page chart, you need to hit apply. If you did not, then just "OK" will do. [silence]
21:00
Speaker 1
All right. Hey, Patch. Very good. I can. I mean, look on my phone now.
23:00
Speaker 2
All right. So can you see the time your Wi-Fi? Try to yeah, click your phone and if you'll see it, connect to it.
23:00
Speaker 1
[silence] Yay, wonderful. Thank you. So I should be able to go to each of my devices and um just just log them in again and again again. Very good. Thank you. You're welcome. I know I just wanted to say uh um your English is very good. Your accent is great. So anyway, thank you so much. All right. Bye-bye. Very good.
24:00
Speaker 2
Okay. You're welcome. I think that covers the rest of it. Yeah. You're welcome. You don't have any other concerns. You're welcome. We're open up until 11:00 p.m. If ever you have a concern, you can still call us back. You take care.
24:00
Speaker 1
Thank you. Bye. Bye. Bye. Bye. Bye. Oh, yeah, I'm supposed to hang up. Sorry. Have a good day, right? Bye.
25:00
Speaker 2
Well then bye for now Scott you take care bye bye [silence] bye [silence] bye Hello are you still there [silence] No problem by you too thank you bye bye
25:00