V2 Rubric Detail — b60f3dd2-6b58-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 21:00
Duration
14m 19s
Contact
Joseph Egosi
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.5/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+30.0)

V2 Grader Summary

The agent fully resolved the customer’s request by splitting the 2.4 GHz and 5 GHz SSIDs through correct use of the myrouter.info interface, despite the device being out of warranty. All troubleshooting steps were logical, technically accurate, and well-communicated, resulting in confirmed resolution and customer satisfaction.

V1 Case Analysis

Customer (LN1100) requested separate 2.4 GHz SSID for generator. Agent guided through disabling VPN, resetting admin password via recovery key (71780), accessing Wi-Fi Settings via myrouter.info, and renaming 2.4 GHz SSID. Customer confirmed both SSIDs visible. Warranty expired (Sep 2014–2017).

Troubleshooting Steps
  • Advised disabling VPN to access router UI
  • Guided admin password reset using recovery key
  • Navigated to Wi-Fi Settings via myrouter.info
  • Renamed 2.4 GHz SSID and applied changes
Key Observations
  • Agent correctly identified need to disable VPN before accessing myrouter.info
  • Agent used recovery key process correctly for LN1100
  • Agent failed to correct customer's misuse of '5 MHz' for '5 GHz'
  • Agent did not explicitly state warranty had expired despite providing dates
  • Agent used unclear phrasing ('look for wife', 'CA') causing minor confusion
Positive Highlights
  • Collected serial number and confirmed model early
  • Correctly diagnosed VPN blocking access to myrouter.info
  • Successfully guided password recovery using recovery key
  • Accurately navigated to Wi-Fi Settings and renamed 2.4 GHz SSID
  • Correctly explained that not all devices support 5 GHz
Agent Errors / Gaps
  • Did not correct customer's misuse of '5 MHz' for '5 GHz' band
  • Used ambiguous instruction 'look for wife' instead of 'Wi-Fi'
  • Referred to 'CA' without clear explanation
  • Did not explicitly state warranty had expired
  • Provided technically contradictory explanation: '5 GHz is faster within a short long range'

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent successfully changed the 2.4 GHz SSID and confirmed the customer could see two networks: 'You should be able to see the two names there... same password for both'.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through disabling VPN, resetting router password, accessing myrouter.info, navigating to Wi-Fi Settings, and updating the 2.4 GHz SSID — all relevant, sequential troubleshooting steps.
R3 Met Correct resolution path conf 96%
Despite device being out of warranty (warranty ended 2017), agent provided full troubleshooting path rather than dismissing the case, aligning with OOW best-effort standard.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified symptom (device can't connect to 5 GHz), diagnosed root causes: VPN blocking access and forgotten admin password, then resolved both.
T2 Met Appropriate tools / resources used conf 96%
Agent correctly used the local web UI at myrouter.info — the appropriate tool for this configuration task — and guided the customer to make the change.
T3 Met No misinformation conf 98%
All technical instructions (disable VPN, reset password via recovery key, change 2.4 GHz SSID) were accurate and consistent with KBs for SPNM/LN series.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control: set expectations, guided step-by-step, confirmed understanding ('Do you see CA?'), and managed transitions smoothly.
C2 Met Confirmed understanding conf 95%
Agent adapted language to customer’s level, used plain terms, confirmed comprehension, and repeated steps when needed.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed all actions, and did not transfer or escalate unnecessarily.
O2 Met Proactive follow-through conf 96%
Agent completed the requested task, confirmed resolution ('you should be able to see the two names'), and closed appropriately with no pending follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact, so continuity could not apply.
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 occurred and none was warranted — issue was fully resolved without escalation.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent used polite, professional language throughout (e.g., 'Not a problem, sir', 'Thank you so much for your time').
X2 Met Tone & rapport conf 95%
Agent matched customer’s pace, repeated instructions when needed, and kept engagement high despite minor confusion.
X3 Met Overall experience conf 96%
Agent avoided unnecessary repetition, guided customer efficiently through reset and UI navigation, and minimized customer effort.
Call Transcript23 turns · 26 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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, please have your devices' 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. Thank you for calling Linksys. This is Epi, how can I help you?
00:00
Speaker 1
Yeah, I don't remember if I am in or out of warranty, but I'll give you the serial number of my unit. That is 6, 0, C as in cat, 2, 0. M as in mother, 2, 4, E as in coal, 0, 0, 1, 8, 4. Correct, yes. [silence]
01:00
Speaker 2
Yes, sir. All right. So that's 60 C for Charlie, 20 M like Mary, 2 M for Emily, 2 for Edward, 0 0 1 8 4, correct? All right. So you have an L N 1200, is that correct?
01:00
Speaker 1
Model is L and one 1100 version two. [silence] Yes. Correct. Correct. [silence] I need to split my connection into 2.4 and 5 MHz because my generator cannot connect with the five. yeah yeah exactly I am info of my computer yeah Google Chrome is open right it it's not a safe thing okay
02:00
Speaker 2
Since one of your wireless devices cannot connect to the 5 GHz. Okay. Okay. All right. Not a problem, sir. So, do you have any computer available right now so as we can access the router settings? Okay. All right. Can we open up Google Chrome, please? And on the address bar, type in HTTP colon slash slash.
03:00
Speaker 1
myrouter dot info okay trying to reach Linksys now if you're trying to administer Linksys now based Wi-Fi 7 router and reach this page may be due to one of these uh reasons one your current device is not connected to your outer network that's not true two your VPN is enabled yeah that's true you are using custom DNS service so we need to disconnect okay one second right ah let me find
04:00
Speaker 2
My router more info. Okay we Okay sir we need to , uh, we need to turn off your VPN , Cause uh, your VPN is actually not allowing us to access the router settings. So kindly turn it off.
04:00
Speaker 1
out how to do that. okay. Pause connection for one hour. okay. I did it. So I will refresh and see what happens. Okay. I'm in linksys Smart WiFi. Now they want to access router. Router password. Okay. I changed it. Yes, I have it. Do you need to know it too? Okay. Hello. Okay. Yeah. Okay. Sign in. Incorrect. [silence] Hello. What's up?
05:00
Speaker 2
Yes. The router password, did you happen to change it? No, it's okay. Just type in the router password, sir, and check if you're able to sign in.
05:00
Speaker 1
If password is not working, you may try to reset password. One second. yeah, let me try again. maybe I made a mistake. no, incorrect. so, uh reset password. all right. uh, enter recovery key. yes okay, uh, it says 1, 2, 3, 4, 5. All right, and the main packet setting is the one connected to your ethernet cable. so, at the bottom of the device, there should be a label. and the.
06:00
Speaker 2
If it doesn't work, I mean if, uh, if your password is not working, you may try reset password and it will ask for the recovery key. That's okay. Yes, it's on the parent node, sir, the main one, okay? The main node is the one? No. Uh the main, um, parent node is the one connected to your spectrum box, so at the bottom of the uh device itself, there is a recovery key.
06:00
Speaker 1
see here, I see here, yes. 71780. 71780. Submit. So, now I can create a new password. So, it's what was called as admin password, right? Correct? Okay. logging into the auto or the the password for my Wi-Fi. Oh. Okay. Got it. Yes. Yes.
07:00
Speaker 2
Yes, you may create a new router password. Yes, that's so that you can be able to log in to the router, sir. that is the router password. Wi-Fi password and router password is different.
07:00
Speaker 1
What will be my username? [silence] You don't know. Never mind. Save it. Okay. We are in. [silence] I have smart wide tools and on the right I have seven little windows. [silence] I [silence] is it on the left? Is it [silence]
08:00
Speaker 2
Okay. All right. So do you see their smart Wi-Fi tools or what did you get? Okay kindly look for wife. Do you see C a option down at the bottom. You need to scroll down just look for the privacy policy. The details are really small. The letters.
08:00
Speaker 1
Botton white. Okay, what I'm looking for. Yeah, I see, I see CA. Yeah, yeah, yeah, I see CA. Click on it. Okay. Okay. Okay. So, once you click on CA, go to Wi-Fi Settings. Okay. Wi-Fi Settings as a small window, right? On the right? Yes. No, you know, okay, because there are both. There are two locations. Okay, I did that. Okay. Uh, Wi-Fi Settings. Yes, from there. Yes, from there you would be able to change the uh Wi-Fi ID for zoom. [silence]
09:00
Speaker 2
Right sir bottom right Mm-hm CA C for Charlie A for Apple it's beside Charlie I mean sorry it's beside privacy policy All right Okay please click on it Okay so once you click CA go to Wi-Fi settings Yeah it's uh it's on the left actually there's Wi-Fi settings and uh yes from there Yes from there you would be able to change the uh Wi-Fi name for the 2.4 gigahertz band. [silence]
09:00
Speaker 1
Okay, so by changing the Wi-Fi name of the 2.4, I don't touch the one for the 5. I just change the one for the 2.4, correct? [no audio] [silence] Try to work. I will leave the name and I will add 2.4 to it and I will know. Okay, 2.4 and then apply. Apply and then okay. Okay. Um, you are updating Wi-Fi settings. Do you want to continue? Yes. Okay, I can see that. Okay, fine. Applying changes. Your router is applying changes. The action you perform may cause devices to temporarily lose connectivity. This may take a few minutes, please wait until the operation is completed. Okay. That's pretty simple. Okay. And the the doing HDD 2.4 device management, can you check your that single device that you're trying to connect? I cannot check now. I cannot check it now, but because it's a generator and the technician of generator has to do that. [silence]
10:00
Speaker 2
Uh, hello. la plata . We'll try to get the flashbacks. I'm here to connect. What's the ID question? Okay, so we just separated the networks there. Okay, um, so we changed the name of the 2.4 gigahertz band. You may check your uh, that that single device that you're trying to connect, connect. Check if you're able to connect. [silence]
11:00
Speaker 1
But they've been here today and they, yeah, because they told me, yeah, we must have a 2.4 and then we can connect it. I expect them to be back here in a few days, so then they can do it. Uh, there there is any, but now, if I go to my phone right now and I go to connections, I should see now two Linksys, right? Yes, that is correct. Uh, yeah, I see. Wright, I see the other name. And it's with the same password for both, right? Yes, it is. Okay, so the 2.4 gives you a stronger signal for long range and the five is faster within a short long range, right? And that is correct. Okay, very good. Yeah, okay. That's why we generated. [silence] And it's perfect. [silence]
12:00
Speaker 2
Oh, they will be the one to do that. Okay. okay. all right. yes, sir. yes, that is correct. You should be able to see the two names there. the same password for both Bans? Yes, that is correct. that is correct. yes, definitely, sir. Mhmm. but not all wireless devices. yeah, not all wireless devices. This is actually, I mean, not all wireless devices support five gigahertz band. So that's why with your generator, it doesn't support five gigahertz. All right, so, yes, we're all set, sir. So will there be anything else that you need help with? Yes, you may close that browser. Okay, thank you. Well, it says here that your warranty start date is September 2014. So that ends on, 'cause this has three year warranty. So that would be September 2017.
12:00
Speaker 1
I see a year to go. Okay. Thanks so much. Have a great day. Use bye-bye.
14:00
Speaker 2
Thank you so much for your time, sir. This is Aphi again from Linksist. Thank you for calling. You do have a great day. Take care, sir. Bye-bye.
14:00