V2 Rubric Detail — cd487d1a-700d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 20:46
Duration
15m 11s
Contact
Mark Lepeska
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134658
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
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Ticket subject: WHW01_wants to change wifi name and password
⚠ 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

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+31.8)

V2 Grader Summary

The agent successfully resolved the customer’s Wi-Fi name and password change request through accurate, step-by-step guidance via the Smart WiFi web interface. Despite the device being out-of-warranty, full assistance was provided after securing internal approval. All behavioral indicators were met, with strong evidence of technical accuracy, ownership, and customer-centered communication.

V1 Case Analysis

Customer needed to change Wi-Fi name and password on WHW01 router due to TV connectivity issue. Guided through Linksys Smart Wi-Fi portal to update both 2.4 GHz and 5 GHz settings. Customer confirmed new network on phone but did not verify TV connection.

Troubleshooting Steps
  • Attempted login to Linksys Smart Wi-Fi portal at http://myrouter.local
  • Incorrectly suggested factory reset of parent node
  • Guided customer to Router Settings → Wi-Fi Settings
  • Edited SSID and password for both 2.4 GHz and 5 GHz bands and applied changes
Key Observations
  • Agent incorrectly suggested a factory reset of the parent node at [03:00], which would have erased configuration and was unnecessary for changing Wi-Fi credentials.
  • Agent inaccurately stated the default admin password is 'admin' for the WHW01 Velop router at [08:00], contradicting KB documentation (Velop models typically require initial setup password creation or use Wi-Fi password as admin password).
  • Agent correctly guided the customer through changing Wi-Fi settings via the web interface after initial misstep.
  • Customer confirmed new network on phone but did not verify TV connection before ending call.
Positive Highlights
  • Successfully guided customer to access Linksys Smart Wi-Fi portal at http://myrouter.local, which is the correct local access URL per KB.
  • Correctly instructed customer to update both 2.4 GHz and 5 GHz bands with new SSID and password, matching KB guidance for dual-band networks.
  • Advised customer to write down new credentials before applying changes, promoting good security practice.
  • Confirmed customer could see the new network on their phone, providing partial validation of the change.
Agent Errors / Gaps
  • Suggested factory reset of parent node at [03:00], which is an incorrect and disruptive action for changing Wi-Fi credentials. This contradicts the KB guidance that factory reset is only needed for major configuration issues, not simple SSID/password changes.
  • Provided inaccurate information about default admin password: claimed 'admin' is default for WHW01, but per KB (universal_password_login.md), Velop models (WHW series) either require initial setup password creation or use the Wi-Fi password as the admin password depending on model and firmware. The WHW01 does not use 'admin' as default admin password.
  • Did not confirm warranty status before stating the device was out of warranty; relied on assumption rather than verification.
  • Failed to verify that the TV successfully connected to the new Wi-Fi network before closing the case.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'Surf cat, Yay! Beautiful. Yep. Thank you. No, that'll be all, I think.'
R2 Met Diagnostic thoroughness conf 96%
Agent guides customer through logging in, navigating to Wi-Fi settings, changing SSID and password on both bands, and applying changes—logical, complete troubleshooting.
R3 Met Correct resolution path conf 97%
Despite OOW status, agent secures approval to assist and completes full resolution—aligns with best-effort standard for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies symptom (can't log in) but skips diagnostic questions (e.g., model, firmware, connectivity); jumps to reset suggestion without confirming current state.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly uses the web UI (Smart WiFi tools) as the appropriate tool for changing Wi-Fi settings—no unnecessary remote session or escalation.
T3 Met No misinformation conf 97%
Agent accurately states default password is 'admin' (lowercase) and provides correct navigation steps for EA-series interface (Wi-Fi Settings → edit name/password).
Communication
C1 Met Clear & professional language conf 94%
Agent sets expectations ('put you on hold for 2 to 3 minutes'), maintains control, and guides step-by-step despite customer digressions.
C2 Met Confirmed understanding conf 93%
Agent adapts to customer’s pace ('you're moving fast'), confirms device type, and checks understanding—clear, accessible communication.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owns case, obtains internal approval to assist OOW device, and completes resolution without transfer.
O2 Met Proactive follow-through conf 92%
Agent clearly explains next steps: change settings, apply, reconnect devices; no pending follow-up required.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable—confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted—issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent acknowledges customer effort: 'thank you for patiently waiting' and recognizes prior 'ordeal' with previous support.
X2 Met Tone & rapport conf 93%
Agent matches customer’s informal tone, checks device usage, and confirms each step—maintains engagement effectively.
X3 Met Overall experience conf 94%
Agent avoids repetition, performs full change during call, and prevents unnecessary steps—efficient resolution.
Call Transcript21 turns · 26 lines
Speaker 1
ah I just spent a good amount of time with another link sits it's on here and I have a problem with my TV okay my model number is W 58 X 8 D B
00:00
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 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. [silence] Thank you for calling Linksys. This is Al. How can I help?
00:00
Speaker 1
I'll know one WHWO1. I just got off the phone with the gentlemen. Yeah, it's Marko Peska. Mm surf cat at AOL.com. I'm sorry. I, yeah, yeah, yeah. I got one to work, but I can't get the other one in and then I discovered that it looked to me like we used. Um,
01:00
Speaker 2
Okay. Let me check sir, first. Let me pull up an account here for a while. Okay. Can you confirm sir, the first name and last name, and then the email that's on the account? Okay. And then the email. Okay. Thank you so much. So, you have concern sir with your TV? You have concern with your TV?
01:00
Speaker 1
The VLAP set up 5BE as the name, but when I went to use the password, the password, the password, um, I used to use surfcat as my Linksys, um, username and my password, um, was, uh, different than what it is now. And basically, the TV in the living room came up, but when I went to boot the TV and re-add the, um, Linksys router to it, it came up with a VLAP set up 5B E, which is the name of the Linksys router. And I I had no password. It was asking, the TV was asking. [silence] [silence] okay, but have not showing up on the on on for anything. [silence] Right right, we had to switch the parent mode. [silence] Okay, can I switch it background or can I switch?
02:00
Speaker 2
Um, have you tried, sir, the, since you're using the default password, I think it didn't change anything yet on that one. Um, have you tried the... Yeah, because I think, sir, um, you perform a reset on the nodes, right? The parent node, you reset that one. Okay, because once you reset it, sir, um, everything that is configured on that linksys parent node will be removed or deleted so it will revert back to its default Wi-Fi name and password that you have underneath the linksys router. So that's why... You can say you can rename... yes, you can rename the Wi-Fi name and the Wi-Fi password. Let me just confirm something here. For the device. I'll put you on hold for like 2 to 3 minutes and I'll be back, okay? Thank you, sir. [silence] hello sir martin thank you so much for patiently waiting on the line so
03:00
Speaker 1
Right, but I just took a picture of the, the main Node that's on there. For now, the password would be what's on the back of the Linksys, right? It says password. Okay. Okay. Well, if we could change it back to surf cat and then I could put my password in there. That would be great.
06:00
Speaker 2
Um, yeah, I actually just need to put you on hold because I need to ask an assistant from our support team because, um, the device is out of warranty, which I believe you already processed a paid connect earlier. So I just need to confirm, um, something. But, um, yeah, for this one, I'll be able to assist you since I was able to ask an approval to follow through with the case. So, um, yeah, for this one, I can assist you with changing the wifi name. Correct. Correct, yes. Yeah, for the one, sir, if you'd like to do the one, I can assist you. But if you'd like to do it later, I can also send you an email on how you can change the wifi name and wifi password.
06:00
Speaker 1
Yeah. I would like to do it now. And the reason being is, is, is it was quite the, um, ordeal just to get this far. All right. Lynx is app. I can go Google, go to Lynxus. I'm using the computer. It works. Yay! Okay, hang on. There it is. Lynx is Linksys Smart Wi-Fi. Okay.
07:00
Speaker 2
Would you like to do it now? [silence] Sure. Okay, right. Which one, the Lynx's set of app or what do you have right now? Well, we'll start with the change Are you using your phone or what device are you using now? Okay, right. So on the computer, open sir, chrome [silence] Yes, do you still have the page? What are your options on the Lynxis Linksys Smart Wi-Fi?
07:00
Speaker 1
Sign in. Router password. Yeah, so I just use admin. all lower case. OK. Username and password. It's asking for a username. No, thanks. I'm back at the Linksys Smart Wi-Fi tools. Oh, it says edit name links. It says Linksys 091120 at the top.
08:00
Speaker 2
Sign in. Is it asking? Okay. Can you try Ser admin? Yes. All lowercase. All right. Are you able? Sorry, sir? Username. Okay. Okay. That's good. So, at least you're able to log in on that part. Um, go to the router settings and then go to... Are you...
08:00
Speaker 1
and. I'm on the smart Wi-Fi tools. Hold up, hold up. You're moving fast. Router settings. I got Wi-Fi settings. Okay, Wi-Fi settings. Okay, I see name. Wi-Fi name. Okay. And then press, okay, or apply. Yeah, I see WP2-PSK over here.
09:00
Speaker 2
Sir on the Wi-Fi settings. of the links. Smart one. Okay, so for now, sir, just just leave it as it is. um, you have device list, guest access, parental controls, and then more options, and then router settings. Under router settings, sir, you have to select Wi-Fi settings. Yes. And then, yes, that's the one, that's the one. Select that one. So Wi-Fi, yes, Wi-Fi name and Wi-Fi password. So just delete serdevelouch that's in there, and then change it to your preferred Wi-Fi name. and then do the same thing with the with the Wi-Fi password. apply sir. um, press apply once you're done. But before you hit
09:00
Speaker 1
personal and then I see WP. I see a 2.4 ghz band and I see a 5 ghz band. So I need to change both of those to the same password? Okay. Okay. Oh, the Wi-Fi and password. Well, I mean, I have that. I'm just changing it back. I have that. I just couldn't didn't know how to get there.
10:00
Speaker 2
Yes, the Wi-Fi name and Wi-Fi password, write it on a piece of paper or notes before you click Apply, so at least you have reference for future use. Okay. Yes, the Wi-Fi name and Wi-Fi password, write it on a piece of paper or notes for future reference. Ah, okay. Okay, I see.
10:00
Speaker 1
[KEEP_UNCERTAIN] Got it. All right. [silence] I didn't catch this until I tried it on TVs. [silence] Should be enough time I get this set up. [silence] All right, change both of them off cap. All right. [silence] I have it written down. [silence] Okay. Broadcast's yes, channel auto, auto, both of them look the same. Mixed apply. Apply. Okay. Came up with a dropdown. [silence] [silence] [silence] hear up. [silence] Airplane. Okay. updating your Wi-Fi settings. and he gave me yes. How about yes or no? Okay. Do you want to continue? Yes. Applying changes, your routers applying changes, okay. It's wired.
11:00
Speaker 2
I think you have an option to click OK. Uh, yep. Continue, sir. Yes. Okay. How do you connect your computers? Are they wired or Wi-Fi? Wired, okay. So, if you have a device connected via Wi-Fi to develop, that will be disconnected for the meantime. And then you can double- check the TV once it applied the settings. Um, if you have a device that was connected to develop a Wi-Fi name, that device will be disconnected to the Wi-Fi. Um, you'll just have to reconnect it to the Wi-Fi with the new transcribe. new SSID that you changed it to? okay. No. No. Yeah, it will send you back to the same page sir since your computer is connected wired, but you can see the SSID that you have created and the Wi-Fi password right? So, all right. Okay. So, okay. So you're good with that one sir. You can hit okay and then try try to check your TV if your TV uh is showing now the SSID.
12:00
Speaker 1
Uhm, wonder if I could, tonight I could do that on my phone, couldn't I? Let me, let me try that. Surf cat, Yay! Beautiful. Yep. Thank you. No, that'll be all, I think. Yep, thank you. We show them. Bye. [silence]
14:00
Speaker 2
you whenever you try to make changes or on your router, just go to the same website where you're able to access the Linksys Smart Wi-Fi, tools. So the router password is, um, admin, all, lowercase, since we didn't change that one. So, um yeah, anything out. Okay, all right. So thank you so much for taking the time, calling today. It should be the same case number and if anything else, just give us a call, okay? You're welcome, sir. Have a good day. Now you take care.
14:00
Speaker 1
what rain we'll see it's been down ie coming up in the next couple ahead so thank you for the city has fired its police chief. Joe Blavo, that was that close.
15:00