V2 Rubric Detail — d0264b36-7f0b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 22:40
Duration
64m 43s
Contact
727-808-5831
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00136993
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: TV was unable to connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall92.5% (+48.5)

V2 Grader Summary

The agent successfully resolved the customer's Wi-Fi connectivity issue by guiding them to separate the 2.4 GHz and 5 GHz SSIDs via the router's web interface, which restored internet access to the Samsung TV. Technical accuracy was strong, with proper use of tools and KB-aligned guidance. While call control and follow-up planning were slightly lacking, the agent demonstrated ownership, empathy, and effective communication, resulting in a successful resolution without escalation.

V1 Case Analysis

Customer requested separate 2.4 GHz and 5 GHz SSIDs for a Samsung TV. Agent reset admin password, changed 5 GHz SSID, but TV remained offline. No further steps or escalation offered.

Troubleshooting Steps
  • Collected model number (MX5500) and serial number.
  • Attempted warranty status lookup.
  • Guided customer to reset router admin password using recovery key.
  • Instructed customer to log into myrouter.local and change 5 GHz SSID.
  • Confirmed new SSID visible on phone.
  • Advised customer to use existing Wi-Fi password on TV and check for app updates.
Key Observations
  • Agent correctly identified the model as MX5500 and collected the serial number, enabling potential warranty lookup.
  • Agent accurately guided the customer through the admin password reset using the recovery key, a valid method per KB for forgotten passwords.
  • Agent correctly directed the customer to myrouter.local for local access and to Wireless Settings to change the SSID, which is accurate for Velop systems.
  • Agent properly distinguished between the router admin password and the Wi-Fi network password, clarifying that the new admin password does not affect client connectivity.
  • No verification that the TV actually connected after the SSID change; the agent assumed success based on phone visibility of the new network.
  • No further troubleshooting steps were offered after the TV failed to connect, such as checking TV Wi-Fi compatibility, signal strength, or router logs.
  • No escalation to Linksys support or suggestion of next steps despite the issue remaining unresolved.
Positive Highlights
  • Successfully collected the model number (MX5500) and serial number, which are essential for support eligibility and troubleshooting.
  • Correctly guided the customer through resetting the router admin password using the recovery key method, as documented in the KB for forgotten passwords.
  • Accurately instructed the customer to access the router via myrouter.local and navigate to Wireless Settings to change the 5 GHz SSID.
  • Clearly differentiated between the router admin password and the Wi-Fi network password, preventing confusion.
  • Maintained a polite and patient tone throughout the call, despite customer frustration and digressions.
Agent Errors / Gaps
  • Failed to confirm whether the TV successfully connected after the SSID change; assumed resolution without validation.
  • Did not offer further troubleshooting steps such as checking TV Wi-Fi band support (some older Samsung TVs only support 2.4 GHz), signal strength, or restarting the TV and router.
  • Did not escalate the issue to Linksys support or provide a clear next step despite the problem persisting.
  • Did not mention or check if the TV supports 5 GHz Wi-Fi, which is critical for connecting to a 5 GHz-only SSID.
  • Left the call without setting a follow-up or callback, resulting in an abandoned resolution path.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed TV network status showed connected and customer could proceed with app downloads, indicating internet access was restored.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through accessing myrouter.local, resetting admin password via recovery key, changing 5 GHz SSID, and testing connectivity—logical and complete troubleshooting.
R3 Met Correct resolution path conf 96%
Agent identified issue as Wi-Fi configuration (SSID overlap), not hardware fault, and pursued appropriate self-service path via web UI without misusing warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent asked targeted questions: 'What message did you receive when you try to connect TV to Wi-Fi?' and 'Do you have a computer connected via Wi-Fi?' to isolate the issue.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the router’s web interface (myrouter.local) as the necessary tool; no additional tools were required for this configuration task.
T3 Met No misinformation conf 96%
All instructions—accessing myrouter.local, resetting admin password via recovery key, and separating the 5 GHz SSID—align with Linksys KB documentation and are technically accurate.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent provided step-by-step guidance but failed to set a clear agenda at the start or manage expectations on time; instructions like 'tiny C eight' were ambiguous and required repetition.
C2 Met Confirmed understanding conf 93%
Agent used accessible language, repeated steps when needed, and adapted to customer confusion without jargon, matching the customer’s technical level.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end: gathered model/serial, created a ticket, walked through resolution, and did not transfer or avoid responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent confirmed resolution ('TV is connected') but did not establish a follow-up plan or callback commitment, leaving no path if the issue recurred.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this was a first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—this was a resolvable configuration issue within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore, execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent remained courteous and patient throughout, acknowledged customer effort ('You've been the most helpful of six calls'), and responded empathetically to frustration.
X2 Met Tone & rapport conf 94%
Agent adjusted pace to customer’s confusion, repeated instructions clearly, and maintained engagement through a complex process.
X3 Met Overall experience conf 93%
Agent minimized repetition by collecting necessary info upfront and guiding the customer directly through the fix without unnecessary holds or steps.
Call Transcript45 turns · 65 lines
Speaker 2
Welcome to links' support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to service a live chat. We apologize for the delay and will be with you as soon as possible.
00:00
Speaker 1
that's how much this is this is to Lindsay the Lindsay city Thayer Network Well thank you this beautiful day Lord Thank you so much for the day Lord Thank you for the day Lord Thank you for the day Lord Thank you so much for the time to give me for my wife So thank you for this too Lord Please continue your service this week Lord have us keep to week have good time together Well thank you so much for beautiful wife for taking time to do this and figured out to speak to be set Lord Go in the right direction and they could be here on her Thank you so much for giving me this beautiful [silence] Okay, this is the straight not flying. come, go, time, remember, waves of time. Thank you. We are here for That's not there. You have it written right next to your thing. router so in the floorlet them sitting on top oh We're back. Forgot now. After all this crap that I'm going through, but. on feeling [silence] sorry, that's a me. No, no. [silence] What the hell is that, dude? [silence] I get to eat. That was me. Yeah. They were fun and fun. They were fun and fun. They were fun and fun. They were fun and fun. They were fun and fun. They were fun and fun. Yes. Yes. Believe it or not. Speaker 1: We have to prep a problem. Speaker 2: Uh - one. Speaker 1: Well done. Very sweet. [silence] [silence] [silence] One more. Great. None of them. Two points. I can't hear you. Who? Okay. What? [silence] Really? Really? What? There's a whole lot more in there yesterday. Beautiful. yeah. that. I don't know. I don't know. Let me help them over there and e and you will and that's it is it 11. [silence] Alright. Stop. Let me talk to tray. We'll be around this 24 6 7 and then when it's gonna one. Okay. We'll. 3, 4, 5, 6, 7, 7, 8, 9, 10, 11, 12. I know. Yeah, I was wondering if you would be able to help me set up the router to...
02:00
Speaker 2
xxx [silence] Thank you for calling WINGS's Technical Support. My name is Paul. How may I help you today?
40:00
Speaker 1
split the Wi-Fi to separate 2 and 5. Separate them, correct. Yeah, so my Samsung TV won't connect to the internet and I've been through all of this and back again, and it came down to that they're saying it's because I need separate two and five. Correct. Cynthia Bolivar,
41:00
Speaker 2
Okay. So, basically. now you just want to uh like decouple the Wi-Fi name for two point four and five gigahertz right? you're just want to separate them Okay. yeah. so yeah, for, um, so you can dedicate your TV to five megahertz, I believe, right? You can connect it to like a specific band. Yeah. So for that ma'am, let's see what we can do. But before we proceed ma'am, let me create a ticket for you. Can I have your first name and your last name? And you, how do you spell your [ silence ]?
41:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] C-S-H-E-L-L-A-B at Type A Bay.That R.org. E-L-L.
42:00
Speaker 2
Last name? [silence] B-L-W-A-R-E. [[silence] right? Cynthia [silence] Bela [silence] okay. And how about your email address? [silence] Could you please [silence] reply mam? Your email address. [silence] C-S-H-A-L-L.
42:00
Speaker 1
then the word shell, S-H-E-L-L, and then the letters AB, Apple Banana. is your full name? Jonathan. OK. asked for the, what? is your phone number? model number. Oh, OK, on the device itself, a name, a password, recover key, serial number, MAC address. Oh, here's the model number, I see it. T to the M, uh, X, five, five. [silence] So you wanna play a call on your phone, text it to him?
43:00
Speaker 2
ah e.) B a.) ok at Tampa Bay.) .) Mm-Hmm.) y.) do you marry Mac?) And can I help model number of your links is router?) Yes, ma'am.
43:00
Speaker 1
correct. Yes spectrum.
44:00
Speaker 2
[silence] See, okay. And what about the serial number? [silence] Okay, that's 4 3 K 4 kilo 10 N for Nick, 2 7 B as in banana, 2 3 8 3 4. Did I get it right? Okay. And also, Ma'am, I know who's your ISP, your internet service provider? [silence] [silence] [silence] Okay, so thank you very much for this information, Ma'am. And just want to confirm, Ma'am. Currently, the working is, I mean the router is just working fine, right? Just, you just want to change the name. Other devices, I mean other devices.
44:00
Speaker 1
So everything else in this house works just fine. That one TV now will not connect to the internet at all. It just says error connection, uh Wi-Fi connection. No. No. Wireless connection failed.
45:00
Speaker 2
[silence] By the way, Mommy, I know what message did you receive when you try to connect TV to Wi-Fi. [silence] Did it say like, uh, incorrect password, something like that. [silence] So, it shows connected. Um, it suggests wireless connection fails actually. [silence] Oh, okay. Hold on, ma'am. Let me take something, ma'am. Let me check first the warranty status of your device. Just give me a one minute. One minute. [silence] Okay. So, all right. So, let's proceed, ma'am. So, do you currently, ma'am, do you have a computer that is connected via, uh, to the router, via Wi-Fi?
45:00
Speaker 1
Yes. Windows. Okay. Okay. Is it that local? Okay, oh up here in the. I did it in the let me try again. My I r o u t r dot oh. [silence]
46:00
Speaker 2
Okay. So is that a Mac or a Windows-based computer? Okay, so Windows-based computer. Okay, so on your computer, man, please open a browser. Okay, it could be Chrome or whatever browser you have on your computer. Then on the addres bar, please type my router dot local. Yes, my router, m-y-r-o-u-t-e-r dot local. [silence]
46:00
Speaker 1
Okay. Yeah, it says, link why am I getting this warning when I try to access my router settings in a browser? Okay. Correct. Turn on advanced. Okay. Okay. Turn on advanced protection. I turn on it. The server could not. It says at top your connection is not provide. A private
47:00
Speaker 2
Then press enter my router.local. what can you see on the screen? Can you see like the warning? Okay. Okay, yeah, please scroll it all the way down ma'am to the bottom of the screen. Yeah, then click on continue. Okay, so after you click on continue, it will show you like a privacy page, right? Just click on advanced. Uh, yes, click on advanced. After you click on advanced, just click on proceed to my router.local or continue.
47:00
Speaker 1
and it said and then I said advanced and then well it only says okay proceed to my router.local okay no it says keep your Wi-Fi handy and then it gives you a qr code double click the picture of the phone okay all right it says after the router password yeah
48:00
Speaker 2
Yeah, proceed. Yes, click on advanced. Correct. Yes, click that one there. Then it should ask, okay, can you see now, ma'am, the screen that is, asking for router password? Like a box? okay. Yeah. Uh huh. Yeah, just click ma'am the picture of two phones. Yeah, in the picture of the phone. Just click it. Double click. Yes, please. okay, what picture is this? It's asking for the router password. Okay. So, for router password, ma'am, try to type there, uh admin, A-D-M-I-N,
48:00
Speaker 1
I'm gonna, okay? And then it says sign in? It says, incorrect password, try again. What's the inksty password? It says, like, for the main, yeah, I tried that, it didn't work. So, the only password that I have is like, for our Wi-Fi. Just what? Okay. Right. What?
49:00
Speaker 2
mm-hmm tour password router password yeah can you still yeah that okay yeah that's don't worry ma'am just click on reset password then it will ask yeah click on reset password or reset yeah then it will ask you for the recovery key then just double check the recovery key underneath yeah the bottom of
49:00
Speaker 1
It's waiting at the moment. Hold on. It's waiting. OK. So it says enter recovery key. [ silence ] Oh, the recovery key's under?neath there? OK. OK. All right. Submit. All right, choose a password. Make sure it's an admin password. So, um.
50:00
Speaker 2
ok there's a five-digit number there okay okay yes ma'am go ahead and check the recovery key on one of the ones yes it's underneath the device there's a five-digit number there yes go ahead and submit then it will ask you to create a new password yeah just create a new one mm yeah yeah just create a new one it should be a 10-digit characters a combination of letters numbers capital letters
50:00
Speaker 1
OK. And reset. OK. OK. Yeah, smart Wi-Fi tools, device list, guest access, parental controls, all that, yeah. V. Okay, there's like one two three four five six seven boxes, one says network status one, I don't see anything that says a. Oh, way down the bottom, CA. Okay. Yeah, sorry. Didn't realize that. Okay. Okay, Wi-Fi settings. [silence]
51:00
Speaker 2
as tiny as, okay. So on the left hand side ma'am, click on wireless settings. Oh, it's the AM. Is it, it's on the bottom. It's the tiny letter C eight. Yeah, make sure to click that. Yeah, wait down to the bottom. Yes, it's a tiny C eight. Yeah, click it. Yeah, that's okay ma'am. No worries. Okay. So after clicking on CA, yeah, the page will kinda refresh. Yeah, once the page is back, just click click on Wi-Fi settings or wireless settings. Okay. Yeah, then from there ma'am, you can change the 5 ghtz name. Just change it to something else or you can change the 2.4. It's up to you. [silence]
52:00
Speaker 1
Oh, they both say the same thing. Okay. So, um, um, oh, geez. Okay. Um, What that? Okay. Okay. And it says you're updating Wi-Fi settings. Um, say yes. Applying change. Your router is applying change. Say okay. [silence]
53:00
Speaker 2
yes yeah just change it let's just change let's change yeah just change one of them yeah it's up there it could be the 2.4 or 5 then just click on save ma'am after you made the changes yes just yes mmhmm
53:00
Speaker 1
it's still just circling doing waiting Okay. So now let's go back to that page that it was. check on where my phone. Yes, I see it. Try and connect to it. Oh, the TV?
54:00
Speaker 2
And that page. Okay. Then, yeah, try to check first on your phone if you can see the new Wi-Fi name. Yeah, your phone. Go, yeah, view wireless settings. Or view a wireless network on your phone. Check if you can see your, yeah, the new Wi-Fi name that you just created for five Watt. Okay. Yeah. Go ahead, ma'am, and try to connect the TV.
55:00
Speaker 1
Oh okay okay. And then I'm not going to use the the new password I just did or the existing Wi-Fi password. the same Wi-Fi password. Okay. Okay. Just so that, okay. Okay. All right. So. So let's go to settings and go over here to Wi-Fi.
56:00
Speaker 2
I tried the TV. Yes. Yes, the TV. The TV. That is the issue. Yes, if you. I just use the existing wifi password. If you leave the password as is, you have a wifi password, then you just use that one. Or the admin password is. Yes. Yes. If you did not change it, just use the old password. Because the one that we created, ma'am, that is for the access to the setup page. Yes. That's for admin login or web UI login.
56:00
Speaker 1
All right, so, all right, um, Okay, I'm putting in the existing password. [silence] Okay. So it says, oh, and I, they had me, reset this whole thing. Now I, have no apps or anything. Um, okay. It worked. Well, let's see if I go into live. Um, scan, channel. Um, this says scan channel, scan both two, I don't, let's just say both. Oh. Because I had like to, re-download all the apps and, [silence]
57:00
Speaker 2
Are you able to connect? You are able to connect?
58:00
Speaker 1
I was saying because they had me reset the whole TV so it's like it's brand new okay so let's stop this and okay so um I don't even know where I go to download at this moment oh yeah so the TV's on like regular um I have to yes it did it's a Samsung correct and you know like my son has the same same TV like not
59:00
Speaker 2
I see. Yeah, try to download them, like, uh just one of the apps. See if you can download. So if you can download them, meaning you have Internet access. Yeah. So, if you can download, then you should be able to get online or the TV should be online. But what, let's see. Network status, mom. Did it shows connected this time? Okay, that's good. So that means it's connected. I believe there's an app on your, by the way, mom, what is the make and model of your TV? Is that a Samsung TV? Uh, yeah, because I believe Samsung, So,
59:00
Speaker 1
it's not the same size, but a Samsung two. And his is doing the same thing. So I'm going to have to have him call and split his like what we just did. Is that a thing with Samsung? Okay. Yeah. Yeah. I'm going to try. maybe, yeah, when I sign in.
60:00
Speaker 2
mm hmm. The Samsung. Hmm. Oh, you see. Yeah. I'm not sure, mem, about that one, mem, if this is an issue on their side. Yeah, because I believe I'm aware, by and not surely not aware of. But if it can connect then that might be possible. Okay. So, for that one, I believe Samsung has they have like a gallery like uh, equivalent to place app store for and for Apple. So maybe you can download apps from there. Uh. Yeah, I think you have to go to you have to press
60:00
Speaker 1
[silence] Okay. Um [silence] Keep everything that matters. [silence] Um [silence] Yeah. [silence] Okay, so save your settings and easily restore them when you reset or buy a new model. So just web let it click on each one? Oh. [silence] Yes. [silence] Broadcast information, yes. [silence] Home screen, yes. [silence] And I agree. [silence] Oh
61:00
Speaker 2
Siamo la button? Then navigate to and there's like an apps icon there. Yeah. This you have to select apps. Then you have there the search option. Where you can download the app. Nice. Yes. Yes. I think you have to agree. Man, because everything is back to factory default. And I'm just like, what the heck? Like, I know that they need the phone back.
61:00
Speaker 1
Um. Let me, uh, let me. Are you sure you want to stop and delete your data backup? Um, data backed up from this screen will be permanently deleted from the sun cloud. I don't want to do that, right? Uh, if you turn off this action, it says keep everything you matter general information. I clicked yes. Broadcast. Yes. Homescreen yes. And then it says, I agree to the storage of backup data. If you turn off this option, the backup data will be deleted. All right, so then I want to keep it. Okay.
62:00
Speaker 2
Um, I think so.
62:00
Speaker 1
All right. Let's cross our fingers. Um, okay, I guess I don't have to stay on the line with you for all of that because now it's going to want me to, you know, set up the remote with voice control and all of that, but. I couldn't get this far without it. Correct. You did great. I appreciate it. So the Samsung needs to be on the 5 g and the rest of the house on the 2. uh. Okay. Okay.
63:00
Speaker 2
okay okay so but as long as long as the TV is yeah so as long as the TV mom is connected to the network, then it should be fine, okay, yes, yes it's up to you mom it doesn't matter, it's up to you, it's your call, so if your devices are capable for 5G network then much better if you connect them to 5G network, so it will be faster as well, yeah, so.4 is the most uh. So we only uh, like recommend 2.4 for the what you call these smart devices, because
63:00
Speaker 1
Okay. Okay. I appreciate you. You've been the most helpful of the six phone calls that I've been on. I appreciate it very much. Thank you. Bye.
64:00
Speaker 2
they don't use much data, what they just need is like the stability of signal and the range. So well, 2.4 is mostly used for smart devices. Okay. You're very much welcome. And yeah, for more information, you may also visit our support site at linksys.com/. So once again, my name is Paul from Linksys Technical Support. Have a great day and stay safe always. Bye-bye. You're welcome.
64:00