V2 Rubric Detail — c5e10a08-64ee-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 17:06
Duration
22m 13s
Contact
Taiwona Elliott
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132989
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: separate the wi-fi bands_MX6200

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+35.8)

V2 Grader Summary

The agent successfully resolved the customer's request to separate 2.4GHz and 5GHz Wi-Fi bands on an MX6200 by guiding them through the local web interface to rename SSIDs and apply changes. The customer confirmed both networks were visible and internet was restored. All technical steps were accurate and aligned with KB guidance, resulting in a full resolution.

V1 Case Analysis

Assisted customer with separating 2.4 GHz and 5 GHz SSIDs on MX6200 Velop mesh; password reset via recovery key; customer reported temporary instability but later confirmed recovery.

Troubleshooting Steps
  • Guided customer to log into router admin page (192.168.1.1).
  • Assisted with admin password reset using recovery key from node.
  • Navigated to Wi-Fi Settings and created separate SSIDs for 2.4 GHz and 5 GHz.
  • Applied changes and advised waiting for nodes to stabilize after blinking red lights.
Key Observations
  • Agent correctly used recovery key to reset admin password and guided SSID separation per KB.
  • Customer experienced post-change instability: blinking red lights, password mismatch, and temporary internet loss ([16:00–18:00]).
  • Agent failed to confirm 2.4 GHz device reconnection or validate full network recovery.
  • Long silences and disorganized instructions reduced efficiency and clarity.
  • Agent did not verify warranty status or case documentation, though model/serial were provided.
Positive Highlights
  • Accurate technical guidance on using recovery key to reset admin password ([09:00–12:00]).
  • Correctly identified need to separate SSIDs for 2.4 GHz compatibility ([04:00]).
  • Properly explained how to bypass certificate warning using 'Advanced' option ([09:00]).
  • Successfully guided customer through Wi-Fi settings to rename bands ([13:00–14:00]).
  • Maintained polite tone despite customer frustration and technical setbacks.
Agent Errors / Gaps
  • Did not confirm that 2.4 GHz-only devices successfully connected post-SSID change ([14:00–21:00]).
  • Gave ambiguous instruction: 'you don't need to change the network' while guiding SSID rename ([13:00]), causing potential confusion.
  • Repeated request for serial number despite customer providing it at [01:00] ([02:00]).
  • Failed to verify warranty status or support eligibility despite having model and serial ([03:00]).
  • Did not confirm HappyFox case creation or reference existing case, missing protocol step.
  • Provided no post-resolution validation steps or follow-up plan after customer reported red lights ([18:00]).
  • Instructed customer to 'hit apply, apply' ([14:00]), implying duplicate action, which may confuse.
  • Did not clarify that password change would affect all devices, leading to customer confusion when reconnecting ([16:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed successful separation of Wi-Fi bands and customer verified internet connectivity after reconnection; issue fully resolved.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through logging into 192.168.1.1, navigating to Wi-Fi settings, renaming SSIDs for 2.4GHz and 5GHz bands, applying changes, and reconnecting devices — all necessary steps for this configuration task.
R3 Met Correct resolution path conf 95%
Agent correctly identified the issue as a configuration need (band separation), used appropriate self-service guidance for an in-warranty MX6200, and did not inappropriately escalate or dismiss.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent confirmed model (MX6200), serial number, ISP, and current setup; diagnosed that separate SSIDs were needed for 2.4GHz-only devices — directly addressing the root cause.
T2 Met Appropriate tools / resources used conf 98%
Agent correctly directed use of the local web interface (192.168.1.1) — the appropriate and required tool for changing SSID names on LinksysNOW firmware.
T3 Met No misinformation conf 95%
All technical instructions (accessing 192.168.1.1, handling privacy warning, renaming bands, applying changes) align with Linksys documentation and KB guidance.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general control but failed to set clear expectations at start; multiple unexplained silences suggest weak transitions and pacing.
C2 Met Confirmed understanding conf 90%
Agent used plain language, confirmed understanding at key steps (e.g., 'are you in the dashboard now?'), and adapted to customer’s pace during reconnection attempts.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all steps without transfer, and stayed on until resolution confirmation.
O2 Met Proactive follow-through conf 95%
Agent clearly explained next steps: apply changes, reconnect devices, verify internet — which the customer successfully followed.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; nothing to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 via configuration.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — resolution achieved without escalation.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed appreciation for patience, remained courteous during delays, and closed with empathetic tone ('thank you for your time and patience').
X2 Met Tone & rapport conf 90%
Agent matched customer’s conversational pace, used affirmations ('okay', 'uh-huh'), and checked comprehension after critical actions.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition, minimized customer effort by guiding directly to solution, and handled process efficiently despite brief disconnections.
Call Transcript39 turns · 41 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in-warantee 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 1 now. For outland products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For outland products, paid support option may be available depending on the issue. Hi, thank you for calling Linksys Technical Support. This is Ryo. How can I assist you for today? Oh, I'm good.
00:00
Speaker 1
Yes, so I have the new, I've had a new system and I have wise 5G network, um and then some of my um items need to be on a 2.4 um system and I'm not really sure how to do that through my Linksys. Is would that be is that how I would set it up? Yes, the serial number is um 58W10M2A, D
01:00
Speaker 2
Ma'am thank you so much for asking. How can I assist you? [silence] Oh, let me just confirm, ma'am. Can you provide to me what's the serial number for your links device, please?
01:00
Speaker 1
(all right) Yes, about this system because I upgraded my, I upgraded my system to that from another Linksys system. Oh, okay. Um, Yes, um, yes, um, yes, it's working. (carts) Okay. Yeah, it's working just fine. It's just that I have two items that are on a two, yeah, that are on a 2.4, um, I guess require 2.4 instead of 5G and, and therefore I can't, um, get them on to my Wi-Fi.
02:00
Speaker 2
okay thank you to double check the device by the way is this the first time you call systems uh okay so uh however ma'am for this device uh it's working fine right however you just wanted to connect your okay all right devices
02:00
Speaker 1
and have them stay on there consistently. Just to confirm that, where the boy. Let me go back up and look at the model number. I just gave you the serial. The model number is on there too, right? Okay, cuz I can't find the box right now. I don't know where I put the box. I moved. Let's see. Okay. Um, model number is MX6200. I have three pods. [silence]
03:00
Speaker 2
is the MX 6200 just a model name? Yes. no, problem. O.K. all right? Just to double check ma'am, how many total of links devices, do you have? [silence]
03:00
Speaker 1
um T mobile T mobile 5G. Okay. Okay. Yes. Yep that is correct. Uh-huh. Elliott e l l i o t t.
04:00
Speaker 2
okay sweet and who's your internet service provider okay right so what we're going to do right now we're going to separate the wi-fi band so you will have two wi-fi names so wi-fi name for 2.4 and wi-fi name for 5. okay Ma'am I was able to pull up a record for you using the number you uh used to call here am I speaking with miss swona okay Ma'am to check um may I know your last name and then your email address is Tyona Elliott@email.com
04:00
Speaker 1
That is correct. Yes. Yes. I do have a laptop. Let me grab it, okay, because I didn't have it right here with me. Let me okay. Right. All right. Grab my laptop.
05:00
Speaker 2
Okay. Right to start with ma'am to separate the Wi-Fi bands uh do you happen to have a computer or a laptop that we can use we need to log into the link site or web interface. Oh sure okay take your time.
05:00
Speaker 1
Okay, I have my laptop on. Yes, it is. Oh, someone just put on one moment.
06:00
Speaker 2
Okay, for your computer, ma'am, this is already connected to the Ling system Wi-Fi, right? Oh, so whenever you're ready, sorry, go ahead. Okay.
06:00
Speaker 1
Sorry about that. Sorry about that. Okay. On my laptop, what would you like for me to do? Okay, uh, can you try them to open? Yes. I have one open. I am using this is this surf this is this is edge edge. Yeah. Okay. Mm-hmm. Mm-hmm. Okay. [silence]
08:00
Speaker 2
Thank you. The address you need to enter is 192.168.1.1. Great and then you can hit enter.
08:00
Speaker 1
it says your connection isn't private. uh-huh. The, uh, mm-hmm. Yes, uh-huh. And I hit continue. Okay. Uh-huh. reset admin password. And then it has like the link. And then it has enter recovery key, enter the recovery key from any of your nodes to unlock admin password reset.
09:00
Speaker 2
It's okay. All right. That's the normal error log in you will encounter when you're going to open the_length of Wi-Fi. All you need to do, ma'am, is to click_advanced. Do you have an option advance? Okay. Yes. All right. And then, can you tell me what do you see now on the screen?
09:00
Speaker 1
[silence] Uhm. [silence] The main node, not any node. Let me go upstairs. [silence] Uhm, that one is upstairs. Give me a moment. Let me go up there. [silence] Okay.
10:00
Speaker 2
ok Yeah so admin ma'am is your login credential for the router password yeah so before when you're going to log in is you need the email and password so we don't recommend that anymore because we don't have any more remote access so to log in you need to reset the router password and then the recovery key is at the bottom of the main node and we try to do that
10:00
Speaker 1
Yes, I'm sorry, I already hit it down over in just a moment to create. Okay. And I reset it. It's is a little circle going right now. Okay. Now, I see everything. Am I'm in the dashboard? Mhm. [silence] [music] [silence]
11:00
Speaker 2
All right, then you can create your new one so you can log in. All right, are you in the dashboard now? Perfect. Great. Now we're almost done, ma'am. So, after you log g
12:00
Speaker 1
Yes, uhuh. I see Wi-Fi settings. So it's already there um. Uh, 2.4, the five, yeah, it has 2.45 and six. Yes, I do. Uh-huh. Okay. Okay. Okay. Okay. Okay. [silence] Okay.
13:00
Speaker 2
I'm trying to So you can try to, um, this is the two point four, the five is the five you don't need to change the six and then after that, uh, before, uh, clicking on other, try to and then reset the two point four.
13:00
Speaker 1
so, is it okay if I just, is it okay if I just add the um, like, 2.4 behind it? What's the best way to do it? Is it to just change the name completely? You don't need to change the network. Okay, that's what I did. Okay, I did 2.4 and then 5.0. Okay, all right. And then you can hit apply. Apply. And it says changing Wi-Fi settings. Okay, it says changing Wi-Fi settings will disconnect all devices, including this one from the router, simply reconnect the devices using the new wireless settings shown below. Okay? I hit yes. And I hit okay.
14:00
Speaker 2
Your first and then you can hit apply, apply and okay after that, yes, hit Okay.
14:00
Speaker 1
correct? Don't disconnect me. Oh, now it's disconnecting. I see okay You're not connected to your router. Okay. It's kind of letting's do here.
15:00
Speaker 2
What does it show now? It will disconnect you from the internet actually. Like what? Okay. All right. Now, okay. So it means it's already changing the router settings. Now, you can try to... Check, ma'am. You can try to go to Wi-Fi or to go to settings and then Wi-Fi, and then check if the Wi-Fi name that you've label is already available so you can connect.
15:00
Speaker 1
Yep, it is. Okay, so now I'm going to connect. I'm connecting my computer to the Wi-Fi. 5.0. Okay. I need to do my phone also, huh? Uh oh. It says the pass, it says the password is not correct. Let me do it again.
16:00
Speaker 2
You can try to connect. All right. You can connect also.
16:00
Speaker 1
Yeah, uh, huh. Yeah, I haven't gotten back onto the network. It's saying that there's no internet now. I'm speaking to this people. Is that the one or is it five? It's uh the five. Let me go and look and see. [silence]
17:00
Speaker 2
OK, all right. Uh, yeah. We have successfully uh separate the uh Wi-Fi bands, ma'am. Now, if by chance you have other devices that needs to be connected only to 2.4, then you'll you just select this Wi-Fi. OK? Uh, which one? Is this the 2.4 or the five? Uh, what's the light indicator showing for your link test node?
17:00
Speaker 1
and then you can look at the main node. I'm, I'm on the phone with the any of the nodes. Okay. Um, it's red. It's blinking red. Okay. Okay. Should I go up and look at the mother node and see what's going on with it? Would, what should I go up and look at the mother node and see what's going on with it?
18:00
Speaker 2
Now, any of the nodes that is near to. Good. Thinking Red, let's just wait for the device to turn, uh, the turn white. Because, uh, we did not make it, we did not make changes with your network. We just renamed your network. So, that's impossible that it does not have an internet. So, let's just give it some time. Can we try now? Yeah, can you try to check the parent nodes?
18:00
Speaker 1
Let me take the phone with me. How much would that cost to bring the phone to the meeting? It's it's like a I guess this is white or yellow. and it is. it's solid. Yes. Uh huh. I do. Uh huh. Okay. Yes. Let's see here. it's saying I'm connected. okay. yes. is it connected? yes. all right. yep. I have internet. I just went to Google. yes. it might be white now. I may have been a little impatient. Mm-hmm.
19:00
Speaker 2
go solid white okay can you uh do you have your computer with you or it's in the other floor then you then you trying to check connected okay try first mam to go to any web browser that requires internet just to check if you're have internet okay can we try to go back uh to the child node that shows red light it's okay that's normal
20:00
Speaker 1
We're impatient beings, aren't we? Let's see here. All right. Let me go look at this this child node. It's white. And let me and let me look at the um, let me look at the third the other node also and make sure it's white. It's white. Yes. Okay. We're good. All right. So, yes, everything has set up. Set it up. Yup.
21:00
Speaker 2
Okay, good job, very good Yeah. All right Perfect Perfect Alright So Yes, everything has already been set up ma'am. You don't need to worry. If you need to connect other devices to 2.4, you have already it there in your and. Uh anything else I can assist you aside from this? Okay. Thank you so much for your time, ma'am and for your patience.
21:00
Speaker 1
Okay.
22:00
Speaker 2
Do you need further assistance again? Do not hesitate to call us back here. This is Rio from Linksys. You have a nice day ahead. By-bye for now. Okay.
22:00