V2 Rubric Detail — cf8e9972-8112-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 12:35
Duration
21m 26s
Contact
+447939557894
Issue Type
Printer/Device Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00136810
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Specific device won't connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp3.93/5
Overall78.6% (+22.6)

V2 Grader Summary

The agent successfully guided the customer to unify SSIDs across 2.4, 5, and 6 GHz bands and enabled band access, addressing the core confusion. However, the printer connection was not verified, and the community fiber account name concern was not resolved, preventing full resolution.

V1 Case Analysis

Customer unable to connect printer due to 2.4 GHz/5 GHz confusion after router upgrade. Agent guided to http://myrouter.info, accessed Wi-Fi Settings via CA link, and renamed SSIDs for 2.4 GHz, 5 GHz, and 6 GHz bands to 'Community Fiber'. Band steering not disabled; printer connection not verified. Model: SPNM60.

Troubleshooting Steps
  • Instructed customer to access http://myrouter.info in browser
  • Guided customer to bypass security warning and log in to router admin interface
  • Directed customer to click CA link and navigate to Wi-Fi Settings
  • Assisted in renaming SSIDs for 2.4 GHz, 5 GHz, and 6 GHz bands to a unified name
  • Advised to apply changes and reconnect devices
Key Observations
  • Agent failed to disable band steering, a critical step for printer connectivity per KB (universal_legacy_device_wifi.md).
  • Printer connection was never verified after SSID changes.
  • Model number (SPNM60) was identified late in the call, limiting early troubleshooting guidance.
  • Repeated silences and unclear prompts disrupted flow and efficiency.
  • Agent incorrectly assumed renaming SSIDs would resolve the printer connectivity issue without addressing the root cause (band steering).
Positive Highlights
  • Correctly guided the customer to http://myrouter.info, the proper access URL for SPNM60 series (per universal_wifi_band_management.md).
  • Accurately instructed the customer to click the CA link to access full router settings (per universal_wifi_band_management.md for MR/MX/WHW models).
  • Provided clear, step-by-step instructions for renaming SSIDs across all bands.
  • Maintained a polite and patient tone throughout, acknowledging the customer's technical comfort level.
  • Correctly explained the difference between Wi-Fi password and router admin password.
Agent Errors / Gaps
  • Did not disable band steering, which is required for legacy devices like printers to reliably connect to 2.4 GHz (per universal_legacy_device_wifi.md Step 2).
  • Did not verify printer connectivity after changes, leaving the core issue unresolved.
  • Model number (SPNM60) was identified late in the call, delaying model-specific guidance.
  • Provided incomplete guidance by focusing only on SSID renaming without addressing the root cause (band steering).
  • Did not confirm whether the customer could edit fields before instructing them, leading to confusion.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Agent helped rename SSIDs and enable bands but did not confirm printer connectivity or resolve the community fiber account name concern, leaving key issues unverified.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent guided customer to router UI and changed SSIDs, but skipped diagnostic steps like checking band steering or verifying printer compatibility post-change.
R3 Met Correct resolution path conf 96%
Agent pursued a correct best-effort path for an out-of-warranty setup issue, providing actionable steps without inappropriate escalation or dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent correctly identified that the printer likely needed 2.4GHz, but failed to perform a logical diagnostic process to isolate the root cause, such as checking if band steering was active or verifying the printer's security requirements (WPA2) as per universal_legacy_device_wifi.md.
T2 Met Appropriate tools / resources used conf 97%
Agent correctly used http://myrouter.info (the specific URL for SPNM6 products) and guided the customer to the CA link to access WiFi Settings, which is the required path for these models per universal_wifi_band_management.md.
T3 Met No misinformation conf 98%
Technical instructions to use the CA link, edit SSID fields to unify names (effectively simulating band steering/unified SSID), and enable the 6GHz band are all accurate and supported by the KB.
Communication
C1 Met Clear & professional language conf 95%
Agent framed intent ('I will try to fix'), maintained control through transitions, and managed technical steps without losing direction.
C2 Met Confirmed understanding conf 94%
Agent used simple terms, repeated instructions, and confirmed actions — adapting well to customer’s self-described limited technical knowledge.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to near-resolution, did not transfer, and followed through on renaming bands despite login and UI hurdles.
O2 Met Proactive follow-through conf 95%
Agent clearly explained that Apply would disconnect devices and they’d need to reconnect — setting accurate expectations and next steps.
O3 Partially Met Closure confirmation conf 85%
Agent acknowledged prior case but did not reference specific actions taken by Ruby or use documented history to avoid re-asking questions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue (band naming and printer setup) was within L1 scope and resolvable without escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent used polite language but did not explicitly acknowledge customer’s aging-related vulnerability or frustration beyond scripted reassurance.
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, paused appropriately, and repeated instructions when needed, maintaining engagement throughout.
X3 Met Overall experience conf 95%
Agent leveraged existing browser session, avoided redundant steps, and minimized customer effort by guiding directly to required settings.
Call Transcript32 turns · 37 lines
Speaker 1
Josh I had a long conversation with one of your colleagues earlier today uh to assist in setting me up uh setting my uh links uh system up Um, I've got one or two problems and I'm not quite sure how to deal with them. So, I wonder if you could give me some assistance please. Uh, yes it is. It's a connection issue. Of course, yes.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hello, thank you for calling Linksys. My name is Josh. How may assist you today? Mm-hmm. Ah, yes, sir. Uh, for this one, uh, just to verify, are you calling us for the same issue? I see. Got this one, sir. So, kindly give me, like, three to five minutes to review your previous case, okay? Thank you so much for that.
00:00
Speaker 1
That's okay. Well, I'm a little bit confused, um because I've been trying to set up my printer. Um I no longer, uh previously, before all these changes took place, um I didn't have a problem in that Wi-Fi was just Wi-Fi. Uh now I've got the option of three possibl possibilities or three options. How do I know the difference or that what system is using 2.4 or five? How do I determine that? Right. I I know I can see the difference between the 2.4 and the 5, but um it it seems to make it much more complicated in that I now have to choose or know which uh which to use. How do I know whether I'm using the right one, the 2.4 or the 5? [silence] I have no idea, to be honest. [silence] The printer is not far from me. I've been trying to use it. I just, it seems, though I've got a more advanced system, a more advanced node to use as the router, it seems to have complicated things so much more. Uh, I've now got the username lindsk00831. And now and then I've got to choose between 2.4 or 5. Um, why is this not automatic?
02:00
Speaker 2
4000 and five gigahertz band? Because I see. I see. I understand. Sure because there it could be possible that the reason why the previous technician separated the bands is your printer is only capable with the 2.4. And are you currently with the printer? [silence] Yes, sir. By default,
04:00
Speaker 1
Okay. One of the other problems was that I'm now not regarded as a community fiber uh code or or name uh, which may affect the billing at some later point. Uh, I'll be billed to what was originally a computer fiber setup, uh, but now I'm regarded as Linsky00831. Is that going to? remain the same or can I change that back to a community fiber set up? and that would be appreciated. I'm sorry about this. I'm I'm an aging individual whose knowledge of computers and systems is not that great. so um Ruby, who I spoke to before, was extremely patient with me and I just uh just hope that I can sort it out straight. so I leave it up to you, Josh. Thank you very much indeed. I'm on I'm on a desktop computer at the moment um a iMac.
05:00
Speaker 2
I see. Uh, rest assured that we can just rename the SSID of the system server. And again, I can walk you through on how to do that. We'll start with rzt and theme with rest assured that I will do everything I can so that I will try to fix this issue that you're currently at. Have your your most welcome. So, uh, do you have a computer there that we can use to access the web user? That's great. Uh
06:00
Speaker 1
Okay. [silence] I'm already in browser, yes, in Safari. [silence] Okay. [silence] Double forward slash, yes. [silence] Okay.
07:00
Speaker 2
All right, so on your computer, kindly open a browser like Safari. Did you already open a browser? All right, so in the address bar, sir, like the upper search bar, kindly type HTTP colon double forward slash my router. info.
07:00
Speaker 1
Um, sorry, http colon forward slash forward slash my router info. It says this connection is not private. I don't suppose that matters. Okay. Okay. Visit webpage. Okay.
08:00
Speaker 2
I-N-F-O. Uh, after yeah, .info like the dot symbol. That's correct, sir. You got it. Uh huh. No, you're. Yeah, don't worry for that one, sir, because we can just bypass that one. So go on the screen just click show details. And then click on visit this website. And then click. That's correct, sir. Absolutely.
08:00
Speaker 1
Right, access router. Was that the one that I composed myself? Okay. [Uh] it's saying an incorrect password. Just a moment. [silence] Um, this is the one that I [silence]
09:00
Speaker 2
[silence] That's great, so [silence] do you still remember your local router password? [silence] Correct. [silence] That's correct, sir. [silence] Incorrect password, I see. [silence] Let's try to use a different password, sir, because Wi-Fi and router passwords are different from each other. [silence] So, it could be possible that you were currently using the Wi-Fi password. [silence]
09:00
Speaker 1
Composed okay Oh it had yes it's uh it was my fat fingers I think and it brought up my um my email address Yeah I can um let's have a Right I think I'm already in
10:00
Speaker 2
I see. Can we try to enter again that password and let me know if you are getting the same error message? No worries, sir. So I assume you have logged in to the linksys Linksys Smart Wi-Fi tools, correct? That's That's great. So, uh, yeah, can you login or sign in? That's great. So on the
10:00
Speaker 1
Yes, okay. Right, I've got connected home networking, Wi-Fi settings, guest access, device list, parental controls and priority. Uh, I have, this is what has now come up. I can, yes? I've got three options, the 2.4, the 5 or the Linksys 00831. [silence]
11:00
Speaker 2
Hmm, sir kindly, kindly scroll down and look for the tiny letters called C A like Charlie Alpha. Okay. And now I want you to click that one. All right. Thank you. Thank you so much for that information. And have you already clicked CA? Yeah, that's great. So kindly click now the Wi Fi Settings or Wi Fi Settings tab. Okay. Yes, please. That's good, sir. So, yeah, for the Wi Fi name,
11:00
Speaker 1
Okay. Which option do I need? Do I need the 2.4, the 5, or just the Linx? Okay. [silence] So it should be a community fiber one, should it? Okay.
12:00
Speaker 2
Sorry. Okay. Name, you can now change the name to whatever you want. like Community Fiber, like you can use the same Wi-Fi name that you use before. Since you want all the names to be like, since you want the bands to be merged into one again, would recommend editing all the Wi-Fi name like for the 2.4, 5 GigaHerts and 6 GigaHerts. So, the three of them should have the same Wi-Fi name. Yes, sir. [silence]
12:00
Speaker 1
It's just asking, it's got a password underneath which is the router password, um but it's not allowing me to change the name. Angle. Yes. Okay. It's not allowing me to over type.
13:00
Speaker 2
Like the Wi-Fi name, you should be... I see. Yeah, try to click the field instead, sir, because it will just like... auto prompt once you click the link. Sorry, once you click the field, so once you click the field you should be able to delete or like edit the Wi-Fi name. Can you try to close the Wi-Fi settings?
13:00
Speaker 1
Yes I've got no uh it's now connected again um let me see it's not allowing me to change anything. I can try and delete no I can't even delete it and I can't type over. perhaps I'm on the wrong page. I've got Linksys 00831.24 and on the other side it says 2.4 gigabytes and then the password appears underneath um but but that's it.
14:00
Speaker 2
I can reopen it instead. And I see. Can you check if the band is turned on or off? Like on the right side, you should be able to see if the bands are toggled on or off.
14:00
Speaker 1
I can't do anything with it. Okay, just let me, this is the, let me have a look. No, it's the five that's on at the moment. So if I go to the connect the 2.4. Right, it's already it's now on, um and I I'm sorry if I speak over you. Um I'm now.
15:00
Speaker 2
I see. There's no doubt that we are on the correct page. However, you should be able to edit all the settings there. How about this one? Can you confirm first if the 2.4 GHz band is currently toggled on or off? All bands now. I'm sorry.
15:00
Speaker 1
connected to the 2.4. Uh and it's, it's appearing on there, but it's still got the lock on it. Um, I've 2.4, uh, I've just now got a new screen, uh, and I think this is where the wi-fi name comes in. So, I think it's community. by the 10.
16:00
Speaker 2
Mhm. Got that one, sir. So, uh, I assume, yeah. So yeah, I think you're now trying to edit the Wi-Fi name. So yeah, I need to take your time on renaming the name. So if you want, also sir, you can use the same Wi-Fi password that you were using before, but I assume that the Wi-Fi password is the one labeled underneath the
16:00
Speaker 1
Yes, yes, it is. It is, yes. [silence] Right, the two point, sorry to interrupt you again. [silence] The 2.0 the 2.4 is now uh renamed. [silence] Uh and I'm just going to do it on the, on the 5. [silence] Am I ever going to use the 6 gigahertz? Okay.
17:00
Speaker 2
SPNM60. Is that correct? Would you like? No worries. No worries. Wheeze. Yeah. Yes. Five gigahertz and the 6 gigahertz? I would recommend. Uh renaming all the name as that same. Yeah. I would recommend enabled or enabling that one since maybe in the future if you have a device that is capable to connect to the 6 gigahertz and you will be able to maximize the band.
17:00
Speaker 1
Let me see, 220, same Wi-Fi password. Right, and then we've got the six, I'm just doing the six. Got done them all now.
18:00
Speaker 2
Okay. Yeah. Thank you so much for that. [silence]
18:00
Speaker 1
I think I shall leave that as I've got the six, the five and everything else now, so it's all been renamed and I think I've got to apply it somehow, have I not? Right. I've got them all set up now and it will disconnect all service including this one to, do you want to continue? Yes?
19:00
Speaker 2
That's correct sir. You may need to click apply and press continue. Yes sir. So yeah, rest assured that it is normal if your phone or your computers will be disconnected from the network, but rest assured that you can just re- connect them back to the new Hello sir How's it going there? [silence] Hello sir how's it going there? Hello, sir. Hi, sir. If I don't receive a response for five to ten seconds, I will be forced to release the call on my end.
19:00