V2 Rubric Detail — c88a9a4e-7fa1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 16:33
Duration
15m 16s
Contact
+447989400150
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00137101
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to turn off 5ghz

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
Technical1.56/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall71.7% (+15.7)

V2 Grader Summary

While the customer functionally achieved the goal of disabling 5GHz bands, the agent provided a materially incorrect navigation instruction ('Click CA') that is not supported by any Linksys KB. This hallucinated step caused customer confusion and represents a failure in technical accuracy (T3), resulting in a Partial Resolution classification.

V1 Case Analysis

Customer unable to disable 5 GHz via cloud portal. Agent directed to 192.168.1.1, assisted with admin password reset, but incorrectly instructed to click 'CA' option. Ultimately guided through disabling both 5 GHz bands in Wi-Fi settings. Customer confirmed changes applied.

Troubleshooting Steps
  • Directed customer to local router IP (192.168.1.1) instead of cloud portal.
  • Assisted with router admin password reset due to updated password policy.
  • Incorrectly instructed customer to use 'CA' option to access Wi-Fi settings.
  • Guided customer to disable both 5 GHz bands in Wi-Fi Settings and apply changes.
Key Observations
  • Agent failed to collect or confirm the router model number, a critical protocol gap for device-specific guidance.
  • Introduced a non-existent 'CA' option step [10:00–11:00] that is not documented in any KB and caused unnecessary confusion and backtracking.
  • Customer had to re-enter the login flow multiple times due to incorrect navigation instructions, indicating poor efficiency.
  • Despite flawed process, the agent persisted and ultimately guided the customer to a confirmed technical resolution.
  • Customer name (Dave Stebbings) and email (big71.com) were captured but not documented in case notes.
Positive Highlights
  • Correctly identified that the cloud portal (linksyssmartwifi.com) was not the right interface and redirected the customer to the local web UI at 192.168.1.1.
  • Successfully guided the customer through a non-destructive admin password reset when the sticker password was rejected due to updated policy.
  • Persisted through customer confusion and ultimately achieved a confirmed technical resolution with the 5 GHz bands disabled.
  • Confirmed the final outcome with the customer before closing the call.
Agent Errors / Gaps
  • Missing model number collection — critical for ISP-provisioned devices like Community Fibre routers.
  • Provided factually incorrect instruction to click 'CA' (certificate) option to access Wi-Fi settings — this step does not exist in the documented UI flow for any SPNMX5x or SPNM6x model.
  • No case/ticket number created or documented.
  • Failed to recognize that the customer was already logged into the cloud portal and needed redirection to local access, leading to redundant steps.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed they successfully disabled both 5GHz bands and stated they were clear on the process before ending the call.
R2 Met Diagnostic thoroughness conf 90%
Agent guided the customer through accessing the local web UI, resetting the admin password due to updated requirements, and navigating to Wi-Fi settings to disable 5GHz bands.
R3 Met Correct resolution path conf 95%
Agent correctly directed the customer to use the local web interface (192.168.1.1) instead of the cloud portal for full configuration access, which aligns with KB guidance for advanced settings.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the password issue but did not ask diagnostic questions about the model, firmware, or access method before prescribing steps; assumed the local UI path without confirming initial access attempts.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used the web UI appropriately, but failed to recognize that the customer was stuck in the cloud portal (linksyssmartwifi.com), where advanced Wi-Fi settings may be limited or unavailable for ISP-provisioned models like SPNMX55CF.
T3 Not Met No misinformation conf 100%
Agent instructed the customer to click 'CA' (Certificate Authority) at the bottom of the page to unlock Wi-Fi settings. This is not a documented navigation path in any provided KB (linksys_cloud_account, linksys_now_login_admin, universal_admin_ui_blank_screen_workaround, universal_password_login, adjacent_common_wifi_questions, spnmx56_family, or linksys_now_advanced_settings). This is a hallucinated or non-standard instruction.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control of the call, provided structured instructions, and kept the interaction focused on resolving the issue.
C2 Partially Met Confirmed understanding conf 80%
Customer had to ask for repetition of the 'CA' instruction, indicating the explanation was unclear; agent did not adjust phrasing or confirm understanding after confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and completed the resolution without deflection.
O2 Partially Met Proactive follow-through conf 80%
Agent closed with an open-ended 'call back if needed' but did not set a specific follow-up timeline or proactive check-in.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite but used minimal empathy language; did not acknowledge frustration or effort involved in repeated login attempts.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a consistent pace but did not adapt tone or delivery when the customer expressed confusion about the 'CA' step.
X3 Partially Met Overall experience conf 75%
Agent reduced effort by avoiding holds, but introduced unnecessary complexity by directing the customer through a non-standard 'CA' step that caused confusion and repetition.
Call Transcript28 turns · 28 lines
Speaker 1
Oh hi there. Yeah. Um, I'm, uh, I've tried to log into my Linksys account. Uh, this is with regards to, um, uh, disabling, um, the 5G Wi-Fi on my community fiber router but I'm, I'm not able to progress and do, do what I'm, uh, what, complete what I'm trying to do. Um, I'm logged into my Linksys account but just can't navigate around it. Yeah.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. This is Joy, how can I help you today? [silence] Okay. I see. Um, regarding with that settings, uh, we suggest that you access the web interface instead of the app so that you can turn off or um customize your 5 GHz or 2.4 GHz band there, not on the app.
00:00
Speaker 1
Yeah, that's what I've done. So, I've, I've tried the app and I've also gone on, gone online. So, I'm, I'm now in actually in my Linksys account, my remote management. Um, and I'm logged in, but I'm, I'm not able to progress any further. When I'm signing in, the screen just isn't, isn't sort of changing. So. Okay. Um, I can't see. So, I'm in, I'm in a page that says Linksys, Linksys Smart Wi-Fi sign in. Um, but I don't, yeah, on my laptop, yeah. Um, well, other than the heading for that page, Linksys Smart Wi-Fi sign in, I've only got the option to sign in with my email address and password. Um.
01:00
Speaker 2
thanks yeah on your computer or on your phone on the phone okay I see what can you see on the screen [silence]
01:00
Speaker 1
and then it just has the language underneath that and then it's got various options, but it's just like managing parental controls, get new features, more experience, secure access, router settings, but yeah, I can't actually come out of this page. The serial number of the router, yeah, one second, it's in a different room, I've got to go to that. Okay, so it's 55 pita pita two zero alpha female mother one five delta zero three eight one four.
02:00
Speaker 2
Um,
02:00
Speaker 1
That's right. Yeah. Hmm, community social Oh, I just copied the the URL from the from the the help page, from the community help page and just copied the router local um address one nine yeah, 192.68 um and what was it one one.
03:00
Speaker 2
The 3814. Correct? Okay. And who is your internet service provider? Community fiber. Okay, thank you. So, um, yeah, going back on the web interface, may I ask what websites did you use to access the web interface? [silence] Ah, okay, can you kindly type in 192.168.1.1. Use that as your website. Dot one dot one.
03:00
Speaker 1
OK, UM, so then, yeah, I can see the, um, that page continue to links just, I do have to do anything with the URI code? I think that's just for App Store or Google Play, is it? Do I just click on? Yes, yeah, yeah. OK. OK. I've now got option to access router, um, and, sorry, the router password. Yeah, OK.
04:00
Speaker 2
Can you see a picture of two smartphones or two mobile phones? Yeah, click that picture please. Yes, then you type in there your router's password.
04:00
Speaker 1
Okay, that's odd. It's asking me to, the message says, we've updated our password requirements to be more secure. Please create a new one, but what I'm using is the password that's written on the router. Okay. One second.
05:00
Speaker 2
[silence] Okay, I see, because-- Yeah, you need to create a new one that is much more secure. that is like at least 10 characters, with upper case and lower case, a number and a special character.
05:00
Speaker 1
Okay, just waiting for that to load. Yeah, it's Dave Stebbings. That's right, yeah, yeah. So that I've now gone, I've now progressed to the next page where the password's been successfully reset and then I've got various options, network stages, like status, links is home networking and a few others. Yeah.
06:00
Speaker 2
m m hmm. Okay. I'm Linare first and last name, sir. This is their email, big71.com. Sorry. So you're on link to Linksys Smart Wi-Fi too. Okay, good. So kindly on the right side, I mean on the left side under router settings, can you go to Wi-Fi setting?
06:00
Speaker 1
Okay, sorry, Wi-Fi settings, yeah. I can, yeah. no, it just has the um it's locked, there's a there's a padlock symbol above the 5GH, says. Okay, let me um, I Yeah, I haven't, I haven't got the option to come out of this page other than using the arrow, the backwards arrow. [silence]
07:00
Speaker 2
Can you see there, um, two point four and five gigahertz? Does it have the option to turn it off or turn it on? Okay, I see. Can you click okay to exit from that page? And then when you go back to the main dashboard, kindly scroll down at the very bottom of that page and can you see and user license agreement, privacy statement those options? At the very bottom.
07:00
Speaker 1
but then when I do that it takes me out of the whole website. Okay. Okay. um yeah that's strange I've I've put in. in the URL again the same number but it's just taking me straight back in without me having to log in. So it's almost like I haven't locked out. So it's not enabling me to log back in.
08:00
Speaker 2
um
08:00
Speaker 1
I'm now back in that same screen. I've logged in, but I'm in the smart. the Linksys Smart Wi-Fi tools page again. Mm-hmm. Oh, yes. Yeah. Mm-hmm. Yeah, I'm in that now. so I shouldn't be I shouldn't be in the license agreement now. Sorry. I'm can you repeat that again? I click the what option? Uh,
10:00
Speaker 2
Okay, so kindly scroll down at the very bottom of the page. And can you see end user license agreement, privacy statement? Kindly click C.A. And then you go back to the Wi-Fi settings on the left side option. Now you click C.A. not the end user life license agreement, the C.A. option. Um, add the certificate.
10:00
Speaker 1
Yeah. Yeah. Yeah. Oh, C-A. Okay. Yeah. Okay. Yeah. Yeah. And I can now see that. So do I click on the 5 the 5 gig of the 5 gH? Okay. Okay. So yeah, so I'm now in the Wi-Fi settings. So I leave the 2.4 gH band on, but I turn the 5. the 5.
11:00
Speaker 2
In the bottom, there is End User License Agreement, Privacy Statement, Third Party Licenses, Okla Privacy Policy, and then CA. Yeah, CA. And then it will bring you to the same page, then you go back to the Wi-Fi settings on the left side, option. Then there you can see your So in that. Yeah, if you wanted to turn it off or turn it on, yeah, you can change your settings there. Then just hit Apply if you already change your settings. mmHMM. [silence] Mm.
11:00
Speaker 1
I now, I've got, I've got two different options for 5Gh band. So I've got 5Gh said one band and 5Gh said 2 band. So do I switch both of those off? Both of them. Okay. And click apply or okay. Yep. So I've now got a message, you're updating Wi-Fi settings, disabling the white, the 5G band will also disable the 5G guest access. So I just, I suppose I confirm that, yes. I click on yes. Uh-huh. And now the sign says my your route is applying changes.
12:00
Speaker 2
there. You're late, [silence] yeah. [silence] Yep. [silence] Just click apply. [silence] Yeah. [silence]
12:00
Speaker 1
Okay, um yeah, so I'm still in the Wi-Fi settings page and it just shows that the two five G HZ have been are off. Mm-hmm. Okay. Um okay. So, um so I think what I'm trying to do just is connect a um a ring doorbell to the router. So my understanding is that I uh I can set this up while the five G H is turned off, but would you advise that I then
13:00
Speaker 2
Okay, so you can click okay to exit from that page and then, yup, it's now been saved.
13:00
Speaker 1
All right, I think I'm clear on all of this, but, uh, so I'll try and set it all up and, uh, I'll call you back if I've got any more problems, but thanks for your help. Thank you. You too. Bye bye. Bye. Bye.
15:00
Speaker 2
Sure you're welcome sir. Thank you for calling Linksys have a good one. Welcome bye.
15:00