V2 Rubric Detail — d17797ee-7739-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 23:49
Duration
33m 35s
Contact
John
Issue Type
Guest Network
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135875
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_wants to disable the Guest Network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall56.9% (+0.9)

V2 Grader Summary

The agent successfully resolved the issue by disabling the guest network via the local web interface, as confirmed by the customer. However, technical inaccuracies — including wrong IP address and fabricated URLs — undermined trust and increased customer effort. While ownership and intent were correct, execution flaws in accuracy and communication prevent a higher rating.

V1 Case Analysis

Customer unable to disable guest network via app. Agent guided to local web UI (http://192.168.1.1), reset admin password using recovery key, and disabled guest network. Wi-Fi briefly dropped but recovered after toggling. Agent provided incorrect URLs and IP address.

Troubleshooting Steps
  • Verified model and serial number
  • Directed customer to local router web UI
  • Assisted with admin password reset using recovery key
  • Guided through disabling the guest network
  • Resolved Wi-Fi connectivity after router changes
Key Observations
  • Agent initially provided incorrect router IP address: '192.16.168.1.1' [08:00], which is invalid.
  • Agent stated recovery key is five digits [12:00], but Linksys recovery keys are typically longer alphanumeric strings.
  • Agent incorrectly claimed a guest network password must be set before disabling the network [15:00], which contradicts KB guidance.
  • Agent provided wrong registration URL: 'register.links.com' [31:00] — correct is https://www.linksys.com/register.
  • Agent provided wrong support URL: 'support.lenses.com' [33:00] — correct is https://support.linksys.com.
  • Guest network disabling flow was confusing and technically inaccurate per KB.
Positive Highlights
  • Successfully verified customer's model and serial number from transcript [01:00-02:00].
  • Corrected the router IP address to 192.168.1.1 after initial error [09:00].
  • Successfully guided customer through admin password reset using recovery key [10:00-13:00].
  • Helped restore Wi-Fi connectivity after router changes by advising to toggle Wi-Fi on device [26:00].
  • Maintained calm tone and kept call moving forward despite technical issues.
Agent Errors / Gaps
  • Provided incorrect router IP address: 192.16.168.1.1 [08:00].
  • Stated recovery key is five digits [12:00], which is inaccurate for Linksys devices.
  • Claimed a guest network password must be set before disabling the network [15:00], which is not required per KB.
  • Provided incorrect registration URL: register.links.com [31:00].
  • Provided incorrect support URL: support.lenses.com [33:00].
  • Failed to verify warranty status or support eligibility.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms guest network is off and internet is restored: 'Ah, great. it looks like it saved it in the off position.' and 'we're back in business.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed troubleshooting steps but used incorrect IP (192.16.168.1.1) and failed to diagnose root cause (app sync issue); steps were reactive, not diagnostic.
R3 Met Correct resolution path conf 92%
Agent chose local-browser troubleshooting over unnecessary escalation, which is correct for a configuration issue per KB guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (can't disable guest network) and collected model/serial, but did not ask about firmware, app version, or guest isolation setting.
T2 Not Met Appropriate tools / resources used conf 95%
Agent provided materially incorrect IP (192.16.168.1.1) and fabricated URLs (register.links.com, support.lenses.com) instead of authoritative KB URLs (192.168.1.1, support.linksys.com).
T3 Not Met No misinformation conf 97%
Materially incorrect information: wrong local IP, claimed password required to disable guest network (contradicts KB), and provided non-existent URLs.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control but had long silences, no clear framing, and failed to summarize; did not lose control but lacked structure.
C2 Partially Met Confirmed understanding conf 80%
Agent used inconsistent terminology (e.g., 'recovery key' vs. 'router password') and mispronounced IP, but adapted to customer’s device context (iPhone, Windows) eventually.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and followed through until customer confirmed resolution.
O2 Partially Met Proactive follow-through conf 78%
Agent mentioned calling back but gave no timeline; provided incorrect registration URL, undermining reliability of next steps.
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 — issue was resolvable at L1 with correct guidance.
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 85%
Agent remained professional but offered no empathy for customer’s frustration or physical effort; interaction was transactional but not dismissive.
X2 Partially Met Tone & rapport conf 80%
Agent did not adjust pace during customer’s confusion but stayed engaged; customer reconnected Wi-Fi independently, suggesting partial disengagement.
X3 Not Met Overall experience conf 90%
Customer repeated personal info, climbed stairs multiple times, and struggled with incorrect instructions — agent increased effort unnecessarily.
Call Transcript54 turns · 61 lines
Speaker 1
Gone. I just upgraded my, uh, Inksys develop modem to, uh, the new Th3 node, ax4200. One of the things I I noticed, when I was just going in there, I got every, every, the setup, everything worked fine. Uh, but one of the things I noticed is that, uh, I I'm not, I'm just going in, I'm double checking the the all the old settings, and it won't let me deactivate the guest network in the app. Yeah, yeah. The, uh, um, it's the AX4200. MX MX4200. 38U.
00:00
Speaker 2
Okay. Okay. Before we continue, Sir, may I know the model number and serial number of your [silence] device? Let's just get the domain node. What's the exact model number, Sir? Uh, that's another, you can check it at the bottom of the third node. Yes, just use the model, the, the parent node, Sir. The main one. And how about the serial number? [silence]
01:00
Speaker 1
I'm sorry, a workout. Oh, no, no, no. Oh, yeah, yeah. Yeah, yes, you're right. 38 U, 38 U for umbrella. These, C's for Charlie. Correct. Yes, I'm, I'm in the app. And, you know, when, when I go go into go into the app, you know, where it, it, it says, you know, guest network. It, uh, it, it's like, you know, default is on.
02:00
Speaker 2
Okay, is it 38U for Umbrella, and then 10 M for Mary, 54, and then is it BF4Q0 for Charlie, and then 21927.
02:00
Speaker 1
But when I try to turn it off, it won't let me save it. It's an iPhone. Could this be could this have something to do with the fact that uh when when I went to set up the uh this new Velop system I uh my my previous uh system was a WHC03V2. And uh it uh I I had it port over all the settings from the old router. But I I I don't recall seeing the guest network activated on the other one either. So. Oh, my phone number? Yeah. Uh, let me uh let me give you my my cell phone number. 214.
03:00
Speaker 2
Okay. Their computers are, uh, the one that you're using right now, is it, um, an iPhone or an i, uh, an Android phone? Okay, all right. Mm-hmm. okay. And okay. So is your, his name? Okay, is also your phone number? Yes?
03:00
Speaker 1
549-3314. My first name is John, J-O-H-N, and the last name is Malzon, M-A-L-Z-A-H-N. A-N. M as in Mary, A as in apple, L as in Lima, Z as in zebra, A as in apple, H as in Henry, N as in Nancy. It's my first and last name, J-O-H-N, with my last name M-A-L-Z-A-H-N at Hotmail.com. [silence]
04:00
Speaker 2
And how about your first name and last name? Again, M and then A for Apple, B for Brown, C for Cat, D for David, oh, wait a minute. OK. OK. All right. Thank you. And how about your email address? OK. Hmm.
04:00
Speaker 1
[silence] correct correct hang on I I'm going I'm going upstairs here you still there okay okay all right so I'm I'm at a computer you know what I I should have brought my password and everything up with me okay one second here I need need to go retrieve that and bring it up I've got a big house which is why I got the three and half bathroom yeah yeah let's see
05:00
Speaker 2
node right now are blue, correct? Right now, eric, what are the lights that are on your router? Okay. Yes? Yes. Or make sure that the device, the power adapter is plugged in, or maybe you just don't work properly. Okay. Okay. You can um you can take a picture so. Is that the one at the bottom? Okay. You can take a picture of it.
06:00
Speaker 1
We want to take a going back up the stairs. [silence] Now, when I when I set up the new router, I I set it up by using the the Bluetooth, uh and I and Apple phone, iOS phone. So, I don't know if it maybe I'm wondering if things might not be secure. I haven't sync to the cloud yet. but um anyway I'm I'm I'm at at my desktop computer now. It's a PC. It's a Windows PC. Uh it's on on Wi-Fi. So it's wireless. okay. Who's there? Uh oh does it have to be on Chrome? I I have Edge. Would you prefer Chrome? okay. yes. 192. [silence]
07:00
Speaker 2
Okay, this is Mac computer or is it Windows? Okay, and is it wired or wireless? Okay wireless, okay. So just open internet browser like Google Chrome. Okay, um, yeah, yes. And then on the address bar, type these numbers. Let's see this, 192.16.168.1.1. [silence] let's see this 168.1.1.
08:00
Speaker 1
Hmm. Let me try that again. Oh O I'm missing a dot. Hang on. Okay, blank space, why am I getting this warning when I try to access the okay. Uh your connection is not private. I just wanted to make sure. I'm sorry, go ahead.
09:00
Speaker 2
1-92.1-68.1.1, let me know what's on the page after. [silence] Okay. All right, so that's okay. That's for browser security. Just click on advanced or like continue, proceed. Do you have that option? Like add. Here. You have the advanced.
09:00
Speaker 1
[silence] Reset the admin password. No. Oh, so I need a new password? It's asking me to enter a recovery key. So do I need to get that from the I did not. Oh my gosh. I'm going to wear myself out going up and down the stairs here. Let me go find it. Sorry. I had I thought it was my router password, which I did have. Sorry.
10:00
Speaker 2
and then it will ask for the router login or access router okay so it's asking it's actually it asked for to reset what is the default password so what's on the screen in is it like you'll ask to create a new one Yes so Yes. I just the one. Yeah, at the bottom of the parent. No, did you take a picture of its? No. It's okay.
10:00
Speaker 1
I'm going to write it down as well. so what it wants me to do the five digit key. Okay. Okay. Yep. Okay. Okay. Okay. Okay. Okay. And how about you. Okay. US Secret. [silence]
11:00
Speaker 2
um yeah so you're in to recovery key and then it will ask uh you to create a more personalized router password okay this is different from wi-fi password so the password requirements sir is like minimum at least 10 characters combination of numbers letters and special characters
12:00
Speaker 1
okay. Well, is it okay if I can reuse the uh the previous password I had? Yep.
13:00
Speaker 2
special character, okay? At least one special character and then for letters, at least one will be uppercase and there will be no repetition of the characters, sir. Correct? Okay? Um, yes, sir. You mean you try it as long as they're special characters, they're numbers and at least one uppercase of the letter. Correct? Okay? You can always go through the history if you wanna correct a word that you already typed.
13:00
Speaker 1
I want to make sure you type that right? Oh, OK. All right, so we're in I'm into the dashboard?
14:00
Speaker 2
Okay. Okay. even right now, sir, your mode is also a package. because it's a special model. so that's how you look at it, sir. So that's how you look at it. Okay. Okay, so as well. You're gonna go back to the main setup page, like, links, Linksys Smart Wi-Fi. Okay. So to disable guest access, you'll...
14:00
Speaker 1
think, yes. So I just, just toggle it to off. Just toggle it to off, and it's going to make me it's an input required. It's going to make me set a password first. So do I say I need to set a different password for for the guest network? Instant now. This is this is what's interesting. So when I try to turn it off, it first is it's it's prompting me to create a password. I don't have a password right now for guest access. Do I need to set one?
15:00
Speaker 2
Left side, is there an option there guest access? Yes. Okay, click on it. Yes, yes, turn it off and then you just click okay. Is it off right now or is it on? You been It's your Wi-Fi password, not do you Have it right now you can your modem. What is that password there? I don't know. I have what we can. Yeah, but
15:00
Speaker 1
Okay. I, a, a different different password than, than my Wi-Fi network, right? Okay. Can I change the, uh, the network name as well? Got it. Do you know what the, uh, requirements are for the, for the guest password?
16:00
Speaker 2
Set one password. Yes, it will be different, sir. Yes. All your users. Yes. Also sir. Yes, you can. You can personalize it. But you can put guest so that you can identify that it's the guest network. Like, the name then guest. Now sir there's a there's takes eight. Yes? 4.15 entering your binder.
16:00
Speaker 1
Okay, router is applying changes. is waiting here because it just, just trying to apply the changes, just with a password. Then I probably need to go back in and turn it off. Still saving, yes. The space. [silence]
18:00
Speaker 2
speaking in lines. Are we still saving?
18:00
Speaker 1
getting around saying waiting. okay, all right. now let me see if i can just tug it off toggle it off. oh it says it's still applying changes. Ah, great. it looks like it saved it in the off position. i think, i think yeah. Correct. correct. got it. got it. so if i... i if i need to change it again do i need to come back into into this uh
19:00
Speaker 2
If disabled. Okay, so right now it's no longer highlighted in um it stays in off, right? Okay. So the um this is the setup page of the router, sir. Sometimes on the app there will be problems in unchanging settings. This is more like more on like reliable to use. Okay? Yes. Um can just go access this page?
19:00
Speaker 1
Okay. [silence] You know, I got a pop up that says that router is not found. You're not connected to the router. Is that because I guess we finished whatever we were doing? Okay. [silence] Oh, good. It looks like I'm back in the app and it looks like it's off. Uh that that's what I want. That's what I want to be sure. [silence] Make make sure I guess yeah. And [silence] Oh, but here's a problem. Uh, I I'm no longer connected to the internet. So I may have disabled [silence]
20:00
Speaker 2
168.1.1. OK. And then, uh, if it, it will pop you with that, um, connection is not private, then just click on continue or proceed. Um, that is just a security part of the browser. Okay. And then use the, the router password that you, uh, reset earlier. Okay. Um, yes, sir. You can just close it, sir. And make sure that your computer is still connected to Wi-Fi. Okay. Uh-huh. Hey. Go ahead. Right now it shows up continuously on your
20:00
Speaker 1
the Wi-Fi, the router. I'm looking at the at the develop node upstairs and it. looks like it's maybe rebooting. I'm getting like a blinking blue light. I don't have a Wi-Fi connection anymore. Yeah, just a guest access. Let me make sure. Yeah, it looks like the it looks like the it looks like the uh the Wi-Fi network is down though because. I'm getting getting into getting a blinking blue light. I don't know if we did something too.
21:00
Speaker 2
Which one's on your laptop or desktop or on your [silence] our [silence] the [silence] the one that we just disabled is just the um the guest access right? about the arm [silence] [silence] kindly click the Wi-Fi icon on your computer try to go to the uh check if it shows the network name [silence] disabling guest uh yeah which [silence] it [silence] it [silence]
21:00
Speaker 1
I'm going to disconnect the network. I'm so glad I check this before I hung up with you. Um, the main node, let's see. Main node is blue. Why am I not connecting to the network anymore?
22:00
Speaker 2
How about the parent nodes, sir? The devices are not get in power. Mm-hmm. So, does the child nodes, Mm-hmm, okay, check the child nodes.
22:00
Speaker 1
uh, it's not, yeah, it's no longer, I wonder if we did something to kill it, cause it's no, I don't even see the, I don't even see the network in in Wi-Fi anymore, in my Wi-Fi option. it appears to be, I've got a solid blue light, but it looks like it's, it's invisible right now because I'm I'm got Wi-Fi activated on my phone. And I don't see the network anymore. Can you read your phone? Yeah, so and uh, but but uh, it's not not uh picking up any Wi-Fi signal right now. [silence] uh
23:00
Speaker 2
it's still blinking blue. Yeah. Um, you can always call this back. They're one in one three two six five five four. I'm going. To leave you a secret. So the child door right now, so it'll now the parent node, um, shows. Okay, again, so on your laptop, um, on the lower right hand side corner, there's the Wi-Fi icon, right? 001738. uh, when you click that into it is the Wi-Fi turned on.
23:00
Speaker 1
It says no internet connections available. It's a solid blue. Oh, now it's a blinking. Blinking blue. I'm sorry. I interrupted you. I don't see, I don't see the, uh, my Wi-Fi network in there.
24:00
Speaker 2
Is the light on or off? How about the node that is near to it? Um what's the light on the uh child node right now, sir? Is is it still blinking blue? Yes. Okay. Um on that Wi-Fi icon sure when you click on it, there's an option Wi-Fi. Okay. Okay, when you go to the Wi-Fi icon, you go to Wi-Fi. And when you click the drop down list of the Wi-Fi [silence]
24:00
Speaker 1
I'm sorry? [silence] It's really blank. [silence] It's really blank. I don't see the guest network and I don't see my main network. Somehow I guess we now sort of hidden. Okay. Should I turn it off at the parent node? Correct, correct. [silence] So, I'm going to disable it on my phone as well.
25:00
Speaker 2
So what are the names that you can find in there sir? What are the names? [silence] Like it's really blank. [silence] How about when you turn [silence] and can you turn off your Wi-Fi then turn it on? No, no, not the node sorry, the Wi-Fi on your computer. How about on your phone, sir? Is it the same thing and able to detect the network? Is that [silence]
25:00
Speaker 1
Okay. by turning it off on my phone. I was able to uh it's now I doubt it. when I turn Wi-Fi off on my phone and reactivate it, the network is showing up again. Let's see here. we try turning it off on the computer. turning it back on. [silence] I, I, I think, I think, I think, I think it's coming back. I, so I guess, let me, let me just double check here. I'm just gonna make sure I can hit a webpage. Okay, we're back in business. So, so I guess whatever we did, I guess when we made that change before, it must have rebooted the the router so that it was just invisible. The guest network is hidden as well. Um, let me see here. Will I still be able to manage things in the app? Let's see.
26:00
Speaker 2
Yeah, right now, it says router. Okay it's not connected. even your um okay the router is not getting enough. um I don't know if it's connecting to anything. opens up. Okay. Okay. So it's not it's not but no longer seeing the um the um guest network, right? Um, yes, sir, but it's not.
27:00
Speaker 1
Oh, so I can't use the app anymore? Okay. Oh, so what do you mean local access like Bluetooth? Oh, okay. Okay, that's fine. That's fine. Okay. Let me see here. I'm going to open the app again. Just give me just give me just give me just give me another minute here. I just want to make sure that the app is still working. It's trying to find the network.
28:00
Speaker 2
No longer connected via cloud. You can access it manually through local access. You can use the app, but it only has a local access, cannot connect to the cloud. Mhm. You still have Wi-Fi. yes it will do Wi-Fi when your phone is connected to the Wi-Fi. Mhm. Once you open the app, it will ask you which one to use to connect. So just look for the option for local access or local router. For your kind. This is happy for me. But thank you for calling. You have a great. Thank you.
28:00
Speaker 1
Where Where where do I find the Wi-Fi the network password? Password in the app. Yes. Okay. I see the Wi-Fi password, but where is the where's the router password? Network administration? Yes, that seems to be right. Okay. Ah, okay, good, good. I think that's right. Okay. I will do that. Okay. [background conversation]
29:00
Speaker 2
Do you go to Wi-Fi settings, sir? Is there an option for Wi-Fi settings? Hold on. How about you go to admin? There's an option for administration. Hold on. Let me just check. Okay. But just to make sure, you can write it down. You can put it on the notes on your phone to make sure it's in case the app isn't working and you forgot it. So just make sure that you still have a copy of it.
30:00
Speaker 1
I'm sorry. Yes, I have that as well. Yes. Okay. We're all set. So I just got one more question for you. So, since this is a brand new router, that I just just bought and installed, how do I register it? Okay. I see it comes with I think a three three and a half year warranty. Okay. Ah, got it. Okay. Perfect.
31:00
Speaker 2
Even your Wi-Fi password you may like, yeah, just to make sure in case you forgot it. Okay. Mm-hmm. You can, if you want register it, you can go to this site, register.links.com. Okay. So just to make sure, during the registration, please do attach the screenshot.
31:00
Speaker 1
Got it. okay. Will do. Okay. That makes sense. That makes sense. All right, I think I'm all set. Thank you so much for your help. I appreciate it. Take care. If uh, if I get a chance to give you uh uh if there's a
32:00
Speaker 2
of the proof of purchase okay so that we have a like a document so type of a documentation on your um receipt okay there's an option there like after typing the serial number you have do click on check serial number so that it will auto populate the model number okay and then um just um do a screenshot and then please attach the um proof of purchase screenshot okay mm-hmm because we can open it once we search the serial number of the registered device okay so that we can like validate um probably i like really check the uh warranty start of your router okay okay Okay, so is there anything else? Okay, that's good. So if you need assistance again in the future, just give us a call okay? Okay. Okay. So, you're welcome. Sure.
32:00
Speaker 1
surveyed and i can give you a good rating, i'll be happy to do so. Correct. All right. Hey, thank you again. Thank you. Appreciate your help. Bye.
33:00
Speaker 2
okay so let me just verify your email again that's John J-O-H N, S-O-N-M-A-L-Z-A-H-N at hotmail.com. Right okay thank you so. okay so you may also visit our website at support.lenses.com for updates okay. you're welcome sir. So thank you for calling links. This the Scarla. Bye for now. You're welcome. Goodbye.
33:00