V2 Rubric Detail — c60b0476-697f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 12:34
Duration
21m 6s
Contact
James Stenhouse
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133575
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants a 5Ghz

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution5.00/5
Technical2.50/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall80.6% (+38.6)

V2 Grader Summary

The agent resolved the issue by guiding the customer to split Wi-Fi bands via the router UI, maintaining ownership and empathy. However, technically inaccurate statements about invalid URLs (myrouter.com, 1.92.com) downgrade T2 and T3 to Partially Met despite correct final outcome.

V1 Case Analysis

Customer requested separate 2.4 GHz and 5 GHz SSIDs. Agent guided to Wi-Fi Settings → Show More → change 5 GHz SSID and apply. Incorrect URLs provided (myrouter.com, datalocal.com, 1.92.com). No post-change validation performed.

Troubleshooting Steps
  • Instructed customer to use Chrome and navigate to myrouter.local (though incorrect URLs were also provided)
  • Guided customer to bypass 'Your connection is not private' warning
  • Directed to Wi-Fi Settings → Show More
  • Changed 5 GHz SSID name
  • Applied changes
Key Observations
  • Agent provided multiple incorrect URLs ('myrouter.com', 'datalocal.com', '1.92.com') at [05:00], which are not valid per KB (correct: myrouter.local or 192.168.1.1).
  • Agent did not verify successful login to the router UI before proceeding with changes.
  • No model/serial/warranty collected, violating standard protocol.
  • No post-change validation performed to confirm devices could connect to the new 5 GHz SSID or that the 2.4 GHz network remained functional.
  • Call ended without confirming resolution or setting clear next steps, despite customer mentioning a critical medical device use case.
Positive Highlights
  • Agent remained patient and polite despite customer confusion and repeated interruptions.
  • Successfully guided customer through bypassing browser security warnings.
  • Provided clear step-by-step instructions for locating Wi-Fi settings and changing the 5 GHz SSID.
Agent Errors / Gaps
  • Provided incorrect router access URLs: 'myrouter.com', 'datalocal.com', '1.92.com' at [05:00], which are not valid per KB.
  • Did not confirm successful login to the router UI before giving further steps.
  • Failed to collect model/serial/warranty information, violating protocol.
  • Did not validate post-change connectivity or functionality.
  • Did not assess or follow up on the medical device connectivity requirement mentioned by the customer.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Agent confirmed resolution: 'You've successfully separated the 2.4 and the 5 gigahertz.' (17:00)
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through accessing myrouter.local, handling SSL warning, navigating Wi-Fi settings, and changing SSID (03:00–17:00)
R3 Met Correct resolution path conf 96%
Correct path chosen: UI configuration to split bands, appropriate for a non-hardware, non-warranty configuration issue (13:00–17:00)
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (can't access UI) but did not ask about model, firmware, or browser version; proceeded without root cause analysis
T2 Partially Met Appropriate tools / resources used conf 85%
Used browser and router UI appropriately, but incorrectly claimed 'myrouter.com, datalocal.com and 1.92.com is the same thing' — only myrouter.local is valid
T3 Partially Met No misinformation conf 94%
Agent gave materially incorrect information: 'myrouter.com, datalocal.com and 1.92.com is the same thing' — only myrouter.local is correct; 1.92.com is invalid
Communication
C1 Partially Met Clear & professional language conf 84%
Agent maintained general control but made confusing statements and had multiple long silences, disrupting flow (05:00, 12:00)
C2 Partially Met Confirmed understanding conf 83%
Agent adapted to customer's pace but used inaccurate terminology ('1.92.com') and unclear phrasing, requiring customer to re-engage
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and stayed until resolution (throughout)
O2 Met Proactive follow-through conf 96%
Clear next step given: 'click apply' and 'connect your device to the 5 gigahertz connection' (17:00–18:00)
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced; no handoff occurred
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted for this configuration issue
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized for disconnection, expressed gratitude, and used empathetic language: 'You're not an idiot' (19:00)
X2 Met Tone & rapport conf 93%
Agent matched customer’s deliberate pace, repeated instructions, and maintained a supportive tone
X3 Met Overall experience conf 94%
Avoided unnecessary repetition; guided customer efficiently to required settings in one session
Call Transcript40 turns · 41 lines
Speaker 1
This is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys Specialist. Hi there. This is Wan from Linksys Technical Support. The call got disconnected. We do apologize that the call got disconnected. Once again, all you have to do is just after you reboot your Linksys products. Uh, hi there. Sir Dean. Thank you so much for answering the call. Uh-huh. Uh-huh. Please go ahead. Uh, do I have to reboot the whole product? Or just the but the wirless I mean the wirless extender? Uh, just the router and the wirless extender. Okay. Uh, while it's rebooting, could you tell me what's the phone number of the factory, sir? Uh, usually there's 474 3828. Uh, so you're just from the region or you're the regional support? Uh, from the area. Uh, please go ahead. uh uh uh what's the phone number
00:00
Speaker 2
Hello. We are not available now. Please leave your name and phone number after the beat. We will return your call. Yes. Yes. You called me back. Yeah. Yeah, what what happened was my my land line phone, which is what I'm talking to you with right now. It apparently is connected to the wireless system and as soon as we plugged the first one, everything went blank. So, I now have my I now have a cell phone on my on my desk. Uh, if you want to call me back on that number. That will be that'll keep us back to where we're at. We'll have to walk through all that stuff again. Is that okay by you? It is 331.
00:00
Speaker 1
Mhm. 330, 495, 1995. All right, thank you so much. And to, uh, just to clarify, you've already performed the reboot as well, is that correct? I see.
01:00
Speaker 2
0-4-951-995. Yes. Okay, hold on. Yes. Hello, sir. Hold on. Hold on. Hold on. The other one that's on the other phone is still talking to me, and I wanna keep on working with you. So, hold on a moment. Okay, please. We're gonna- Let me talk for a moment real quick. Uh, we've got two phones here, and we've got two two people from links that's talking to me at the same time. When the other one went down, she ended up, she called me back, so she got me almost all the way through it. So, she got me almost all the way through it. So, so I'm gonna I'm gonna I'm gonna hang up this phone, so I can get back to her if that's okay with you.
01:00
Speaker 1
Yes, I'm still here. All right. Uh, just to, uh, I'm sorry. All right, you've already restored your, uh, restarted your, uh, Linksys mesh and it's still the same error, is that correct? Can you try closing the current tab and do you use Chrome or Edge? Hmm.
02:00
Speaker 2
Yes, okay. So, thank you. Thank you for your help and uh uh hopefully we get it done. No problem, sir. Okay. Thank you. Bye bye. Yes, sir. Thank you. Okay. Are you still there? Okay, perfect. Now everything on the computer is black again. So we got to start from scratch. Oh, you too. Well, at the you know, what I meant to say was, I'm at the unexpected error. Uh I'm at the unexpected error thing. Uh at this point in time, it is, yes. I I use uh um I think it's Safari. Hold on a second.
02:00
Speaker 1
Yes, we can try Google Chrome. Yes. All right. Can you try typing in the address bar my router? [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output the time duration of the silence. Yes, we can try Google Chrome. Yes. All right. Can you try typing in the address bar my router? [silence]
03:00
Speaker 2
well, I'll tell you what, how about I just X out of what I'm at, I think, I think I'm on Safari, but I'm not positive. Um, but I do, but I do have Chrome, so I can go in with Chrome. Okay, so I'm just going to X out right now and we're going to start all over again on Chrome, okay? Oops, wrong button again. Okay, Chrome. Okay, I've got Google on the screen. So first I
03:00
Speaker 1
The address bar, the very, very top one. Yes, just same thing, the way you proceeded earlier. Yes.
04:00
Speaker 2
Yep, I can do that. Do I do it up in the main bar or the route now? I'll do it up there. Yeah. Yeah. Okay, my router local. Okay, now we're on the page where it links it. Says, I'm getting a warning and all that stuff. Yeah, we're working. Yeah, the same thing I saw before. Now, did we just want to hit continue on this one? This page? Okay. Uh, it says your connection is not private. I'll hit the advanced button. That worked the last time. This server could not prove that my router
04:00
Speaker 1
Yes. My router.com, datalocal.com and 1.92.com is the same thing. They just have different URLs. You just need to click on advanced. When you click on advance, what are the options given to you? [silence]
05:00
Speaker 2
turn on and enhance protection to get chrome's highest level okay this page knows your connection is not private turn on enhanced protection to get chrome's highest level security I did that uh down below it has hide advanced uh or back to okay it just goes back to the screen before it uh when I click on advance it comes up with the on the left side it says hide advance we says it has this thing turn on enhanced protection okay let me do this okay now I got a screen with a whole list of security standard protection and enhanced
06:00
Speaker 1
You don't need to turn on enhanced protection. What were the options given to you the moment you click advanced? There's nothing that says proceed or continue.
07:00
Speaker 2
ensure privacy. Yeah, it's on the page where it's privacy error, your connection is not. The height advanced rather than turn on the encrypt enhancement, the other option is back to safety. Now, John, at the bottom, OK, there is a proceed there, OK. And that's got the number. OK, we'll try that. OK, now we got the phone number,
07:00
Speaker 1
click on one of those pictures. try clicking reset password.
08:00
Speaker 2
the phones backup one, so I want to click on one of those. Okay, we're changing screens. Boy, you have to be really well trained to deal with me. Okay, now it's asking for the access router, uh, or the, yeah, access routers password. Sign in. So, we're going to, we're going to reset. Yeah, I was just thinking of that. I've, gone through this enough now. Okay, now we're on the enter recovery key, and I gotta find the piece of paper that I had the number written down on so that I can do it. And of course, it's not here. Let me make a run back down to the, to the router. Oh no, I think I got the number.
08:00
Speaker 1
Yes, the new admin password.
09:00
Speaker 2
Let's see if this works. I am going to select that. Okay. Now we're we're moving here somewhat. Admin admin, password. So that's where I have to put my new password in. Okay. And then I'm going to hit reset. [silence]
09:00
Speaker 1
All right, go to, go to your Wi-Fi settings and go to, I'm sorry, to the router settings on the left side, and router settings, [silence] Are you now in the Wi-Fi settings? [silence] Is there, in the Wi-Fi settings, an option that says, show more Transcribe this audio
10:00
Speaker 2
Okay. Okay. Now we got a page that's up that's got a series of boxes, network status, links from networking, Wi-Fi settings, parental controls, priority device list, guest access. Uh want to click the Wi-Fi settings. Okay. I just hit that. Yeah, And then it basically has uh PK which is one of our major router or wire system in house.
10:00
Speaker 1
So, so in your Wi Fi settings, you can see your Wi Fi name and Wi Fi password, right? Just to clarify, did you click Wi Fi settings? On your left side, there is router settings and in that router settings, there's Wi Fi settings.
11:00
Speaker 2
Nope. Not yet there I want. more. Yes. Yes. And I got that. Okay. Where is it on here? Okay. I got one. [silence] On this page. I don't see that. This is This is I've got the Wi-Fi settings up on the top corner on the left view and change Wi-Fi settings. So basically I think we're at the point where we could
11:00
Speaker 1
All right, now at the bottom of it there's somewhere that says, show more. [silence] Can you see show more? [silence] On the left side near the bottom on Wi-Fi settings, there should be show more. Can you see show more? [silence] Perfect. So it's already showing [silence]
12:00
Speaker 2
[silence]
12:00
Speaker 1
If you want to have two different bands, 2.4 and 5 gigahertz. So all you have to do in order to separate the 2.4 and the 5 gigahertz is change the wifi name on the 5 gigahertz. The password can remain the same, but the wifi name must be entirely different. So you have to erase the wifi name in the 5 gigahertz and change it in whatever name that you want it to become. [silence] If you have any questions for me, feel free to ask me. [silence] I have already turned off my wifi and then turned it back on. [silence] Any other questions? [silence]
13:00
Speaker 2
Oh, [silence] Yeah. [silence] Okay. [silence] Because it could be a simple one, can it not? Because the WiFi name is just something that gives us the go to. Okay. I'm going to write this down to go. Okay, 5G, H. [silence]
13:00
Speaker 1
All right. Once you're done, you just need to click apply.
14:00
Speaker 2
Okay. Okay. So, we just... Okay. Okay, now, up it's got using different Wi-Fi names. Mesh Wi-Fi combines bands to act as one network to enjoy seamless Roam and connect mobile devices to each Wi-Fi name once. [silence] Okay. So, I've changed the name on the 5 gigabit. [silence] Uh, so, we just... Okay. Okay, now, it's got using different Wi-Fi names. Mesh Wi-Fi combines bands to act as one network to enjoy seamless roaming, connect mobile devices to each Wi-Fi name once. [silence]
14:00
Speaker 1
Yes, you need to change it so that you can separate it.
15:00
Speaker 2
Sure. There's different lines. Keep on name. I don't see any reason to change it. I just I know. [silence] It says right now it says using different Wi-Fi names. two options use different names or the next one says keep one name. [silence] Good. My email address is Rsien house. I spelled R S T E N H O U S E with the numeral 1 right after that. email.com.
15:00
Speaker 1
Yes. Yes, you continue.
16:00
Speaker 2
Okay, so just hit where the one where it says use different names. Okay. Okay. Done. And that says, do you want to continue? Uh, Okay. Okay, your router is applying changes. Okay.
16:00
Speaker 1
Yes. Click on apply, and click on OK once you're done. That's about it. You've successfully separated the 2.4 and the 5 gigahertz. Yes. So, all you have to do is just find your 5 gigahertz connection and connect the device you need to use the 5-gigahertz for. Nothing else follows. [silence]
17:00
Speaker 2
it's, it's going in a, it's going in a little circle, so, okay, it just came out. Okay. We've, we've got the names different and everything. W-A-2 personal 2.4. Uh, that, we're, we're back to the screen where it has okay, cancel, and, and apply, just a, should, should I just hit apply? Okay. Um, I, I'm gonna hit the okay button, okay? [silence] Okay, basically, I think
17:00
Speaker 1
All right. So once again, we're basically done. Since you've successfully separated the 2.4 and 5 gigahertz, all that's left for you to do is connect your device to the 5 gigahertz connection.
18:00
Speaker 2
Everything in the house has been running on the 5 gigabyte. So we've only gonna have that one machine that operates on 2.4. So, um, I'm just gonna write down all this stuff because it has the network status connected. It has the wed Wi-Fi settings, but I didn't write down. Okay. I think I have the passwords for both of them. Actually, yeah. Cuz that one didn't change. Network stat
18:00
Speaker 1
Yes, that's correct. [silence] I see. [silence] All right. [silence] All right. So, is there anything else? No, you're not an idiot. It's just that it's just that it isn't your expertise and field.
19:00
Speaker 2
That's the 2.4 the 5GH one is the one that I changed the name on. Okay. So um, I guess I just have to be able to use those those two at will for whatever um equipment that I'm using. I've got a lady down the road that that's really really good at this stuff, so she might be able to be the one that can connect us to uh to the machine that we're dealing with. This is a medical people medical but boy, is it complicated. Ha. So um, no, uh uh you you did a great job. Thank you for your patience with with an idiot like myself. Oh, yeah.
19:00
Speaker 1
I see. All right. So, once again, if there's nothing else, thank you so much for calling Linksys as well. Take care and have a great day. If you do have any more problems, feel free to call us back, thank you. Alright. Bye bye, for now. All right.
20:00
Speaker 2
I was 33 years in the insurance business and I know how to use computers, I just don't know how to how they work. Okay. Okay, I will. Thank you very much. You have you have a good some weather tonight. Okay. All right, thank you.
20:00