V2 Rubric Detail — c5d47646-7932-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 12:03
Duration
32m 36s
Contact
Stephen O Grady
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00135932
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to Personalize the Wi-Fi_MX20WH
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall85.6% (+29.6)

V2 Grader Summary

The agent correctly diagnosed and resolved the Wi-Fi personalization issue using the appropriate tool (Linksys app), with strong technical accuracy and ownership. However, the resolution was not confirmed post-reboot, and while empathy was limited, the agent remained professional and solution-focused. The interaction represents a partial resolution due to lack of final verification.

V1 Case Analysis

Customer (Steven O'Grady, MX20W) reset router and wanted to restore custom Wi-Fi name/password. Agent guided through Linksys app to skip setup, access dashboard, and edit Wi-Fi settings. Customer saved changes; agent scheduled callback to verify success.

Troubleshooting Steps
  • Collected customer contact information and device details (with difficulty).
  • Instructed customer to force-close and reopen the Linksys app to resolve unresponsiveness ([16:00]).
  • Guided customer to skip the setup wizard and access the router dashboard ([18:00–20:00]).
  • Directed customer to manually edit Wi-Fi name and password in dashboard settings ([29:00–30:00]).
  • Advised customer to save changes and allow router to reboot ([30:00–31:00]).
Key Observations
  • Agent struggled to capture model and serial number accurately on the first attempt, requiring multiple clarifications ([10:00–12:00]).
  • No verification was performed to confirm the Wi-Fi name and password change succeeded before ending the call.
  • Call contained long silences and repeated instructions, particularly around app navigation and login ([15:00–23:00]).
Positive Highlights
  • Provided accurate step-by-step instructions for bypassing the setup wizard and accessing the dashboard to change Wi-Fi settings ([15:00–18:00]).
  • Correctly guided the customer to manually edit the SSID and password in the Linksys app dashboard ([29:00–30:00]).
  • Acknowledged the risk of disconnection due to Wi-Fi calling and proactively offered a callback to verify the fix ([30:00–31:00]).
  • Maintained a polite and patient tone throughout the call despite customer confusion and technical hurdles.
Agent Errors / Gaps
  • Failed to obtain a clear product model and serial number on the first attempt despite asking; required multiple clarifications ([10:00–12:00]).
  • Did not confirm that the Wi-Fi name/password change was successful before ending the call; relied solely on a callback promise without confirming post-reboot status ([31:00]).
  • Did not clearly summarize the next steps or expected outcome after the reboot; left the closure path vague despite the callback offer.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent guided customer to save Wi-Fi changes but did not confirm reconnection under the new SSID or verify resolution before call ended.
R2 Met Diagnostic thoroughness conf 90%
Agent identified the core issue (personalizing Wi-Fi), diagnosed app access failure, guided force-close and restart, then led through correct setup flow — a logical sequence advancing resolution.
R3 Met Correct resolution path conf 98%
Correctly pursued app-based configuration for a software/personalization issue; no RMA or escalation needed — appropriate path for the situation.
Technical Accuracy
T1 Met Technically accurate info conf 88%
Identified symptom (can't personalize Wi-Fi), confirmed use of Linksys app, diagnosed it was stuck in setup, and directed force-close — targeted steps narrowing root cause to app state.
T2 Met Appropriate tools / resources used conf 97%
Used the Linksys mobile app as the primary tool, which is the correct and intended interface for this device (MX20W); no additional tools required.
T3 Met No misinformation conf 97%
All instructions (force-close app, manual entry of SSID/password, save, expect reboot) align with KB guidance for Wi-Fi personalization via app.
Communication
C1 Partially Met Clear & professional language conf 90%
Maintained control through app walkthrough but had multiple unexplained silences and did not set clear expectations at start.
C2 Met Confirmed understanding conf 93%
Used plain language, repeated steps clearly, adapted to customer’s confusion about app flow and password fields — matched customer’s technical level.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Took full ownership: stayed on call, guided end-to-end, promised callback to follow up — no transfer or avoidance.
O2 Met Proactive follow-through conf 98%
Clearly stated next step (save changes, router will reboot) and provided a specific timeline for callback (within 3 minutes).
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff — continuity not applicable.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a standard configuration task.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not explicitly acknowledge frustration or express empathy, but remained patient and professional throughout; tone was procedural but not dismissive.
X2 Partially Met Tone & rapport conf 85%
Agent repeated instructions when needed and stayed with the customer through app issues, but pacing was uneven due to silences and lacked warmth in tone.
X3 Met Overall experience conf 95%
Avoided unnecessary steps; used app to directly resolve issue; offered callback to prevent prolonged hold — reduced customer effort effectively.
Call Transcript43 turns · 45 lines
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.
00:00
Speaker 1
Yes, so I had to reset my modem a few days ago.
07:00
Speaker 2
silence of mina between
07:00
Speaker 1
And I was able to reconnect it using you know the standard factory issued name and password. It's a linksys uh WLP NESH router and modem. Um but I've been trying to personalize it. Uh that is you know return it to the personalize name and password that I was using before I uh had to reset it. And I've gone online, looked at a number of videos and I keep running into a problem. It takes me something called Calix I think it is uh. Or. something else. Anyway the purpose of my call is to try and reset. and personalize my Wi-Fi name and password. yes it is I tried to use the chat uh option um but I got nowhere I mean I could read to you the um I mean there's a record of my communication via the chat but you know it went nowhere yeah Steven O'Grady S-T-E-V-E-N Ogram crazy
08:00
Speaker 2
I see. Thank you so much for that one. Before anything else, may I also ask, is this your first time calling? All right. All right. I see. All right. So once again, since this is your first time calling as well, I'll just have to gather some quick information so I can create a record here in our end. Could I have your first and last name.
09:00
Speaker 1
Ogady O G R A D Y. Correct. S O Grady 300 at gmail.com. That's correct. It is, the serial number is five. Let's see here. Five D.
10:00
Speaker 2
it was Steven B. Brady. Thank you so much. What about the email address? I'm sorry, I thought we agreed on 300 for the email, Mr. Steven Lanez, and the phone number that you're currently calling is at 6465719056. Thank you. Can you provide me the CRAYL number of your Lexis device?
10:00
Speaker 1
10 M 26 D 1826 lowercase g. 26 lowercase g. Oh. Yeah. That is a nine. I thought it was a lowercase g. 26 269. 26 9. Yeah. I guess that is. The model number is. Thank you. Okay. So we've got a 26.1826. Now. One other thing. We need to put in the withstand slightly.
11:00
Speaker 2
got it, was it 5 0 D like Delta one 0 M like Mary 26 D like Delta 0926 9? Thank you so much. What's the model number of the Linksys unit as well? [silence]
11:00
Speaker 1
MX 20 W. I'm sorry. Oh, how many? Um uh just this one. Uh it is the Delhi telephone company in Delhi, New York. [silence] Yes, D E L H I. Uh blue. That's the other thing. I the the connection seems rather fragile. I took out the, I took the the router out because I knew you were going to ask for this information.
12:00
Speaker 2
How many Linxus devices do you own in total? Just this one. All right, thank you. And lastly, may I know who's the internet service provider? Delta. Is that correct? Thank you so much for that one. Let me quickly double check everything on my end. And while also waiting, can you tell me what's the color of the light on your MX20W8 right now? Solid blue.
12:00
Speaker 1
But just sort of picking it up and and handling it, I lost the connection, uh, for a few seconds when I, when I put the router and modem back down, it, um, it reconnected. But uh, um, I don't understand why just handling it, um, cause the cause me to cause me to lose the connection. seems rather fragile. I'm, I'm connected. The Wi-fi connection, is that what you're asking me? It is uh it it's Velop Setup E42.
13:00
Speaker 2
[silence]
13:00
Speaker 1
It is. And this is the other issue. Oh, I, I, I tried to get that to know a bad. I mean, uh. When I tried to do this myself, it gave me an IP address to use or, uh, http://myrouter.info. And, um, that led me nowhere. Um, Let's see, I have the links that stop on my phone, I believe. Um, But I, uh, was having trouble getting that on my computer.
14:00
Speaker 2
Do you use the Linksys app? [silence] what about your Linksys app? Have you used the Linksys app so far?
14:00
Speaker 1
I have the Linksys app on my phone. Okay. So I see it on my phone here, and it says ready to complete setup. It says, okay. Not at the moment. All I have is the screen which Linksys is written across it.
15:00
Speaker 2
the Linksys app is not downloadable on a computer or laptop since it's only exclusive on mobile devices. Click on "I don't want to complete setup." And click on quit setup. Is it giving you an option to log in thereafter? Try closing it and opening it again.
15:00
Speaker 1
Can't do anything with the page. It's not letting me close it. This there's just a blank page with uh links just written across it. On the phone. Right, I'm trying to do that, but it's won't respond to me. Uh, the Linksy us app is not responding to me, anything I do.
16:00
Speaker 2
force close to your link's app using your phone. And open it again from the very beginning. [silence] Yes. Just force-cloth the links, app. And open it from the very beginning again.
16:00
Speaker 1
Let me see if I can go into, uh, settings and find it that way. I find it under settings, but still not allowing me. The app is not responding to anything I do. [silence] Okay. Okay, all right. So now I, it did take me back. Terms of and conditions, the use, I guess. It has an user license agreement in terms of serve privacy policy. Agree, disagree. Agree. Okay. All right. Connect the router to your modem or source of internet. It's connected.
17:00
Speaker 2
installing the Linksys app. All right. Yes. Just continue until you see an option to log in.
18:00
Speaker 1
Hit it. It's connected. Plug additional nodes into power near the router. Node light is solid. Yes. Hello [silence] Check all right connected. Use the same Wi-Fi settings as
19:00
Speaker 2
Mm hmm.
19:00
Speaker 1
Okay, so this is, um, this is my old personalized, um, Wi-Fi name. It says use the same Wi-Fi settings as Bobina New York. All right, so go to No, create new Wi-Fi settings? The same as what? Okay. Oh, wait, I wanna be clear. The one the personalized one I had been using or the, um, the, uh, not not developed setup. Yeah, right.
20:00
Speaker 2
You need to manually put it in instead Yes but you can just simply put in the same Wi-Fi name and Wi-Fi password, the one that you have right now, the personal one that you've been using for quite some time no, not developed set up, you need to manually put it
20:00
Speaker 1
Right. All right. So I've typed in my personalized Wi-Fi name. And also the password that I want to use. It keeps, um, the - my phone keeps going back to the, um, develop setup, e-42. Okay. And of which password should I type in. The my personalized one.
21:00
Speaker 2
instead of clicking the option, would you like to use the same one? You don't click that one but instead you manually type it in. Yes. Yes, that's completely normal. You're just going to be using that one. You don't need to worry about it. Yes.
21:00
Speaker 1
all right All right, it keeps reverting back to the the one the the generic Wi-Fi password on the router, so I should ignore that. Okay. Okay, our privacy pledge link, just takes your privacy and security very seriously. Continue. Log in with email address.
22:00
Speaker 2
Yes, just ignore that for now and just proceed to the next step until you're able to see your dashboard.
22:00
Speaker 1
Okay. um, I, how do you skip it though? It says, it keeps saying, uh, log in. new here, create account. at the, at this log in page, it's just asking for my email address and password. Then it says forgot password, um, and of course it has the the log in prompt. And then underneath that it says new here, create account. No. Okay. Wait a second. um, that, uh, skip for now. Okay.
23:00
Speaker 2
So what are the other options given to you? There's no given option to skip it. Yes, that one.
23:00
Speaker 1
already create your router password. So not the Wi-Fi password. So that's the password I should use is the default one that is on the modem. Okay. Okay, all right. Okay.
24:00
Speaker 2
yes go ahead and create your router password this is for your apps login not your WiFi password yes not your WiFi password this is the password to log into the Linksys app no it will not accept that one you need to personalize or create your own router password [silence]
24:00
Speaker 1
All right. [silence] Yes, and now it says configuring your Wi-Fi network. This could take up to a minute. [silence] All right,
27:00
Speaker 2
All right, we're able to enter your Linksys's dashboard. All right. [silence]
27:00
Speaker 1
Is this your network router? And then next. [silence] [silence] [silence] [silence] [silence] [silence] [silence] Uh, help us help you, send diagnostic data to Linksys? [silence] [silence] [silence] Develop [silence] setup complete. Your E4200 is ready. Connect your devices to your new Wi-fi. [silence] E4200 getting router settings. Um, is it possible that our phone call might be interrupted during this? Okay. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [noise] [silence] [noise] [silence] [noise] [silence] [silence]
28:00
Speaker 2
uh-huh uh-huh Uh-huh Go ahead and allow that one and Go ahead and proceed to the dashboard. If the call may get disconnected, we'll process a call back to try and reach out to you.
28:00
Speaker 1
[KEEP_UNCERTAIN] it up, well, depending on what happens, I'm in a rural area, so the phone call is being made via wi-fi as well, I don't have any external phone service, so um you should be aware of that. Um, okay, so for two devices, nodes, internet speed, last five connections, yes. Yes. Yep. Mhm.
29:00
Speaker 2
I see. All right. So to confirm your, you can see your Linksys dashboard. Is that correct? All right. To personalize your Wi-Fi. Can you see the three lines at the top left? You need to click on that one and go to Wi-Fi, settings. In Wi-Fi settings. In order for you to personalize your
29:00
Speaker 1
Mm hmm. Yeah. OK. OK. All right. OK. OK. OK. Mm hmm. Mm hmm. Got it? OK.
30:00
Speaker 2
Got your WiFi, all you have to do is just erase what's in the WiFi name and also erase what's in the WiFi password and put in the one that you'd like to have. Once you're done and finish, you just need to click save. But as you mentioned, you're currently on WiFi calling, so if you do those changes, you might get disconnected. But in order for you to personalize your WiFi, this is the option where you can do that fixture. And that's about it. Once you click save, [silence] your router will reboot, and your WiFi name right now is Lynxs or Velo setup, will disappear, [silence] and the one that you've put in will now show up as a [silence] an available WiFi to connect to. All right. So once again, [silence] all you have to do is just erase what's in there, [silence] put in the one that you'd like to have and click save once you're done.
30:00
Speaker 1
All right, so I'm going to hit save. Um, if we get this connected, um, I just want you to know you've been very helpful and I appreciate your uh walking me through this. Okay. I'm going to hit save here. All right. It says it's going to disconnect. So, uh thanks again. [ silence ] Great. It can take up to a minute, it says.
31:00
Speaker 2
funk, done, that's about it. No worries there. That's, uh, that's also a sign that, any changes you've made has been applied properly. No worries there. I'll try to process a call back within three minutes to see if we can reach out to you. All right, go ahead and apply.
31:00