V2 Rubric Detail — ad02b920-76df-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 13:04
Duration
19m 30s
Contact
Steve Smith
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135762
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer wants to separate the bandwidth.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall94.2% (+38.2)

V2 Grader Summary

The agent successfully resolved the customer’s issue by guiding them to access the router via myrouter.info, reset the admin password using the recovery key, and configure separate 2.4 GHz and 5 GHz SSIDs with WPA2-Personal security. The customer confirmed the resolution, stating the 2.4GHz network was now visible and working. While the agent demonstrated strong technical accuracy and ownership, there were minor shortcomings in call control (long silences, unclear transitions) and customer effort (requiring multiple browser attempts without suggesting cloud login or remote tools to reduce friction).

V1 Case Analysis

Customer needed to rename 2.4 GHz and 5 GHz SSIDs and set WPA2-Personal security on a Velop mesh system. Guided through mobile browser desktop site mode, admin password reset via recovery key, and successful SSID/security changes. Issue resolved.

Troubleshooting Steps
  • Instructed customer to request desktop site mode in mobile browser (Chrome/Edge).
  • Guided customer to router admin interface (initially incorrect URL 'my-r-re...info', later clarified).
  • Assisted with admin password reset using recovery key on parent node.
  • Navigated to Wi-Fi Settings, renamed 2.4 GHz SSID, set security to WPA2-Personal for both bands, and applied changes.
  • Confirmed changes were successful and network was functional.
Key Observations
  • Agent initially provided an incorrect URL ('my-r-re...info') for router admin access, which is only valid for SPNM6x models (per spnm_wireless_ui_guide.md). Velop models should use http://myrouter.local or http://192.168.1.1 (per universal_legacy_device_wifi.md and adjacent_smart_home_iot.md).
  • Agent did not confirm the specific Velop model before providing instructions, risking incorrect guidance.
  • Repeated browser switching (Safari → Chrome → Edge) and desktop-site requests without confirming success caused inefficiency.
  • Customer successfully accessed admin interface via Edge and reset password using recovery key, confirming core troubleshooting path was correct.
  • Customer confirmed resolution: new SSIDs visible and working, indicating technical success.
Positive Highlights
  • Successfully guided the customer to use the recovery key to reset the admin password, which is a correct and secure method (per spnm_wireless_ui_guide.md).
  • Correctly instructed the customer to rename SSIDs and set security to WPA2-Personal, aligning with KB guidance for legacy device compatibility (per universal_legacy_device_wifi.md).
  • Confirmed the changes were applied and validated with the customer that the new SSIDs were visible and working.
  • Provided ticket number 135762 for continuity, demonstrating proper case management.
Agent Errors / Gaps
  • Provided incorrect router admin URL 'my-r-re...info' at [10:00]. This URL is only valid for SPNM6x models (per spnm_wireless_ui_guide.md). For Velop models, the correct URL is http://myrouter.local or http://192.168.1.1 (per universal_legacy_device_wifi.md and adjacent_smart_home_iot.md).
  • Did not verify the specific Velop model before proceeding, which could lead to incorrect guidance. SPNM6x models use myrouter.info, while other Velop models use myrouter.local.
  • Repeatedly instructed the customer to switch browsers and request desktop site mode without confirming whether prior attempts succeeded, creating avoidable loops and inefficiency.
  • Asked for the number of devices and locations multiple times ([02:00], [11:00]) without clear purpose, adding no value to troubleshooting.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'It’s working… I have fun state.com _ 2.4… You are the bomb.' (18-19 sec)
R2 Met Diagnostic thoroughness conf 95%
Agent guided step-by-step: open browser, go to myrouter.info, reset admin password with recovery key, navigate to Wi-Fi settings, change SSID and security mode, apply changes. (10-16 sec)
R3 Met Correct resolution path conf 94%
Agent selected correct path: troubleshooting access and configuration for a mesh router, regardless of warranty status; no premature escalation or dismissal. (overall call)
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (cannot access admin UI via phone), asked for serial number to identify device, and logically sequenced solution from browser access → password reset → configuration. (02-10 sec)
T2 Met Appropriate tools / resources used conf 92%
Agent used recovery key for password reset and local web UI (myrouter.info) to change settings. These are appropriate tools for the scenario; cloud login was not required as local UI was successfully reached. (10-16 sec)
T3 Met No misinformation conf 95%
All technical guidance is correct per KB: used myrouter.info for Velop/Mesh device, used recovery key for admin password reset, separated 2.4GHz band by adding suffix, and set security to WPA2-Personal for compatibility. (10-16 sec)
Communication
C1 Partially Met Clear & professional language conf 90%
Agent provided steps but with multiple long silences, no framing of process, and unclear transitions (e.g., sudden shift to CA option). (12-13 sec)
C2 Met Confirmed understanding conf 93%
Agent used plain language, repeated instructions ('tap the three dots'), confirmed understanding, and adapted to customer’s mobile context. (06-07 sec)
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end without transfer; resolved issue within same interaction. (overall call)
O2 Met Proactive follow-through conf 95%
Agent gave clear next step: 'wait 1-2 minutes' and check devices; confirmed changes applied. (17-18 sec)
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact. (call start)
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this configuration issue. (entire call)
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution is not applicable. (entire call)
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy ('thank you for your patience'), remained courteous, and acknowledged customer effort. (17-18 sec)
X2 Met Tone & rapport conf 94%
Agent adjusted pace to customer’s mobile struggles, repeated steps, and maintained engagement. (06-07 sec)
X3 Partially Met Overall experience conf 87%
Customer had to repeat attempts across browsers (Safari, Chrome, Edge); agent could have directed to cloud login or remote tool to reduce effort. (04-08 sec)
Call Transcript40 turns · 40 lines
Speaker 1
Hi, G3 Gene, this is Steve Smith. I, uh, I need to change, uh, to, to assign a name to my, uh, two point whatever station.
00:00
Speaker 2
Welcome to link sys 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.link syst. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling link syst. This is 3J, and how can I help you today?
00:00
Speaker 1
River gigahertz network and another name to my 5 gigahertz network and uh when I try to do it when I try to access my uh it's a Lynx is V-Lop Mesh modem by the way. When I try to access it via my cell phone it says to use a laptop computer. I just wondered if there's any way to do it with my cell phone because I do not have a uh a uh laptop computer. Yes, ma'am. 830 620 567 8. Is Steve S-T-E-V-E at FunStay FunStay.com
01:00
Speaker 2
Yes, okay. So, let me just confirm. So, your still Smith, right? Can I also your callback number? And your email or email? [silence] Transcribed by Sonix
01:00
Speaker 1
How many do I have? I have uh everywhere and all of my properties I have five or six. Yes. It is 5008 W 100 Morsemary Rd, Burans, ND, 7952. That's it. [silence]
02:00
Speaker 2
Okay, so it's Steve at PondStay.com and how many Linksys router do you have, Steve? Can you please provide the serial number of the parent node? Do you have the option to do that or your main router from Linksys? Okay, so it's 58W for whiskey 10M for Michael 2 B for boy D for delta 0 7 9 5 2. Okay. Now regarding the router monster since you are planning to set up a new house, what is plan to do?
02:00
Speaker 1
Okay. How do I do that? A Spectrum? Not not not with me. I'm I'm at one of my remote sites. I don't have one with me. No. Okay. Uh it says view desktop site. Is that the same thing? No, no, that's uh that's for the web.
03:00
Speaker 2
Okay, it automatically located on the settings of the browser. Wherever there's an option to have a desktop mode. Yeah. Oh.
03:00
Speaker 1
that up. got it. Uh, let's see it says new tab group. Not that I can tell. Yes, yes ma'am. The iPhone 17. let me try this another way. Okay, I have Edge. can I do it an edge ground? [silence]
04:00
Speaker 2
Open a browser, you need to open a browser.
04:00
Speaker 1
[silence] Okay. Let me, let me, I can probably access Safari as well. Okay, I am, I am able to, uh, open Safari. An EA. And now. Just, uh, talks about tabs primarily. Let's see.
05:00
Speaker 2
You can try to check if there's an option to have a desktop mode. Okay. Try to look for an EA icon in the address bar. Yes.
05:00
Speaker 1
Yeah, no, I apologize. It doesn't, I don't seem to, I don't seem to have that option. [silence] Okay. Okay. Let me open Chrome then. I have that as well. [silence] [silence]
06:00
Speaker 2
Because Mhm. On the Chrome surf, when you're going to open Chrome. There's an option that you can tap the three dots, menu, at the bottom, right and then scroll and select request desktop site. Uh, open Chrome and go to the website. Tap the three dots, menu, at the bottom right. And then scroll
06:00
Speaker 1
All right. I've request stop site. It's it's it's not highlighted. It's not letting me do that. Let me see if logging in helps. I'm logged in now. Yeah, for some reason it's not.
07:00
Speaker 2
[silence]roll and select request desktop site. [silence] Yeah, that's it OK, sure
07:00
Speaker 1
uh it's uh it's i see the i see the icon but it's uh it's faded out it's it's not giving the access for some reason okay just visit any site it says just type in desktop site okay
08:00
Speaker 2
Okay.
08:00
Speaker 1
Okay, I got you. It says it cannot reach this page for some reason. Okay.
09:00
Speaker 2
mIt might be that you need to log in.
09:00
Speaker 1
All right. I'm sorry, it took me so long, but I believe I'm here. [silence] [silence] [silence] It comes up to the. Go ahead. Yes, Ma'am. Microsoft Edge. Okay. Got it. It comes up reset admin password. Okay, well, it's giving me a recovery key. Does that.
10:00
Speaker 2
Okay, that's good. And then can we try to, okay, it comes up. So you're currently using Microsoft Edge. Okay, that. Then on the address bar, type my-r-re অন্তructor.info. Okay, proceed to create your own admin password, and make sure to follow the rules or the standard rules on creating an admin password. Yeah, just use the recovery key labeled on the bottom of the parents n... since you're closing
10:00
Speaker 1
Okay. The recovery key is, all right, so enter that. Thank you for your patience. Um, this particular modem uh, five or six.
11:00
Speaker 2
towardsed to that device? Yes, please. Yeah, you're welcome, sir. And by the way, sir, maybe I asked if how many devices do you have in total, with uh specific location? Okay, let's just say six. Thank you.
11:00
Speaker 1
Okay. I've reset my password. Yes, Ma'am. Well, it doesn't I don't see that. It's well, oh, it's uh I'm in the modem and it's saying device link guest access verbal control.
12:00
Speaker 2
Okay, that's good. And are you on the links to Linksys Smart Wi-Fi? Sorry. Are you on the links to Linksys Smart Wi-Fi tools now? Okay, now can't scroll down on the very bottom sir, and can't tap the two caps lock letter C and A on the very bottom. That is a very small option.
12:00
Speaker 1
priority speed check. [silence] connectivity, trouble shooting, Wi-Fi settings and security. [silence] Yes, ma'am. I see that. [silence] Oh, I'm sorry. Okay, I got it. [silence] Click that. [silence] Got it. [silence] All right, It's coming up to network status, Wi-Fi settings, device list, priority. [silence] All right I've got, uh, [silence] Okay, Wi-Fi settings have it.
13:00
Speaker 2
At the very bottom, you can see end-user license agreement. And then, in line with that, and then on the last option, you can see CA, like California. Okay, click that one. Yes. Okay, this time select Wi-Fi settings, or tap Wi-Fi settings.
13:00
Speaker 1
Oh, there it is. Okay. You are a lifesaver. Thank you so very much. In the security mode, change it to personal. Okay. And that's in the security mode.
14:00
Speaker 2
and you can see your two point four and five gigahertz and and of course you're to avoid any this connection from your devices that currently connected you can leave the Wi-Fi name of five gigahertz and the way it is. But for the 2.4 since you're planning to super the bandwidth you just add underscore 2.4 to recognize it. Yeah, you're welcome for that one, sir. Yeah, you're welcome. And then for the security mode of the 2.4, can we change that into WPA2 personal? Yeah, WPA2 personal. And for the
14:00
Speaker 1
Oh, I'm sorry. [silence] Where do I find that? [silence] Security mode. [silence] [silence] Yes ma'am. [silence] Oh, I see. There it iss thirty mode. It says WPA2 [silence] WPA 3. [silence] That's that's the 2.4. They all say the same thing, except for the six, the six, the six gigahertz says WPA3 personal.
15:00
Speaker 2
And for the 5 gigahertz band, what is the security mode of 5 gigahertz band, sir?
15:00
Speaker 1
Yes. and I've got to add fun stay. I've got to add 2.4. Just called it fun day.com . All right. And so I'm done and then I say apply. As you're updating Wi-Fi settings, do you want to continue? I'm gonna say yes.
16:00
Speaker 2
select WPA2 personal and then make sure to have the same Wi-Fi password to all of the band it okay so once it's done click apply to apply the changes okay yes apply okay so let's just wait yes [silence]
16:00
Speaker 1
Your router is applying changes. Okay. It's working. It's, uh, yes, ma'am. Electronic locks. I have electronic locks that are, uh, that are, uh, uh, on the IRL
17:00
Speaker 2
So let's just wait for one to two minutes, sir, for the changes to be applied. And then once it's done, you can try to check your wireless devices if there are two bandwidths or two Wi-Fi names that are broadcasting or detecting on the network list. And of course there may be another reason why you need 2.4. Do you have security cameras, printers, that need to connect with this? Okay, I see.
17:00
Speaker 1
2.4 can't can't handle anything but 2.4 and they're not working because I guess they keep grabbing the, the five gate bands. Right. which is what I'm doing right now. right. Okay well I apparently applied it now I need to go to my Wi-Fi or Wi-Fi and see what I have out there. I do indeed. I have fun state.com _ 2.4. No ma'am. You are the bomb. [silence]
18:00
Speaker 2
Yeah, because earlier, uh, your wireless settings has not yet been configured, that's why you cannot see the two point four. And in order to separate the bandwidth, you need to access the web interface. Yes. Sure. Okay, that's good. I guess we are all set up. So is there anything else that I can help you with? You're welcome.
18:00
Speaker 1
Okay, thank you so much. Hey, you two. You too. Thank you. Thank you again. Bye bye.
19:00
Speaker 2
that one. Sir, and thank you also for your patients and time while we resolve this. And let me provide your ticket number just in case you call us again so that the next technician can quickly access your information. So it's 135762. You're welcome and have a great day. Take care. Steve. Bye for now. You're welcome. Bye.
19:00