V2 Rubric Detail — d521eba4-6359-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 16:48
Duration
41m 37s
Contact
Ron Griffith
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132623
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5300_Wants to separate the band (2.4 Ghz & 5Ghz)
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.81/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall54.7% (-1.3)

V2 Grader Summary

The issue was resolved as the customer confirmed the 2.4 GHz network appeared post-configuration. However, the agent violated OOW best-effort policy by requiring payment for a basic setup task and provided materially incorrect information (support.lenovo.com, 'MX 300'), warranting Not Met on T3 and R3. Despite ownership and final resolution, the interaction suffered from avoidable friction and inaccuracies.

V1 Case Analysis

Customer requested separate 2.4 GHz SSID on MX5300. After paid support payment, guided through password reset and admin UI access. Changed 2.4 GHz SSID to include '-2.4' suffix. Customer observed new network but device connectivity not confirmed.

Troubleshooting Steps
  • Verified product model (MX5300) and out-of-warranty status; offered paid support.
  • Collected full credit card details and CVV over unsecured call; paused recording improperly.
  • Guided customer through router admin password reset using recovery key.
  • Assisted with accessing http://192.168.1.1, navigating Wi-Fi settings, editing 2.4 GHz SSID, and saving changes.
Key Observations
  • Agent collected full credit-card number and CVV verbally, violating PCI DSS standards.
  • Agent paused the call recording before payment processing, which is not compliant with secure handling protocols.
  • Agent failed to confirm successful device connection after SSID change, leaving resolution unverified.
  • Technical guidance (password reset, admin UI navigation, SSID change) was correct and aligned with KB.
  • Communication was fragmented, with filler language, unclear instructions, and non-English interjections.
Positive Highlights
  • Correctly identified MX5300 model and confirmed out-of-warranty status [05:00–09:00].
  • Accurately guided customer through password reset using recovery key [30:00–31:00].
  • Provided correct admin URL (http://192.168.1.1) and login instructions (admin/lowercase) [23:00–26:00].
  • Successfully directed customer to edit 2.4 GHz SSID in admin UI, achieving requested feature [35:00–37:00].
  • Confirmed customer observed new SSID in Wi-Fi list, indicating partial success [38:00].
Agent Errors / Gaps
  • Collected full credit-card number and CVV verbally, breaching PCI compliance [13:00].
  • Paused call recording before payment processing, violating secure transaction protocol [11:00–12:00].
  • Failed to confirm device connectivity after SSID change; resolution not fully validated [38:00–40:00].
  • Provided confusing, fragmented instructions (e.g., 'click on CA' without explaining it's a button) [34:00–35:00].
  • Repeatedly asked for information already provided (e.g., model number at [05:00] and [08:00]).
  • Used non-English utterances mid-call (e.g., '它们都有他们的Wi-Fi') [16:00], impairing clarity.
  • Misled customer by suggesting browser security was the issue when it was likely certificate trust [24:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Customer confirmed the 2.4 GHz network was visible on their phone after renaming, and ended the call with 'Thank you very much,' indicating resolution.
R2 Partially Met Diagnostic thoroughness conf 86%
Agent collected device info and attempted access via web UI, but troubleshooting was inefficient due to incorrect URLs, password confusion, and failure to verify existing band settings first.
R3 Not Met Correct resolution path conf 93%
Agent incorrectly stated out-of-warranty devices have no phone support and offered paid service as the only path, violating OOW best-effort standard which requires free troubleshooting for setup/config issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 79%
Agent identified the need to separate bands but skipped key diagnostic steps like checking current SSID configuration or confirming if bands were already split.
T2 Partially Met Appropriate tools / resources used conf 82%
Agent used the local web interface (myrouter.local / 192.168.1.1), but also incorrectly directed the customer to support.lenovo.com, a non-Linksys site, undermining tool accuracy.
T3 Not Met No misinformation conf 91%
Agent provided materially incorrect information: cited 'support.lenovo.com' instead of 'support.linksys.com' and referred to the MX5300 as 'MX 300', a non-existent model.
Communication
C1 Partially Met Clear & professional language conf 78%
Agent maintained basic call flow but lost control with repeated pauses, unclear transitions, and language mixing ('它们都有他们的Wi-Fi'), disrupting coherence.
C2 Partially Met Confirmed understanding conf 75%
Agent used inconsistent terminology (e.g., 'table' for app interface) and did not confirm understanding; mixed English with Chinese phrases, reducing clarity.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent processed payment, stayed on the call, and completed the configuration without transferring, demonstrating ownership.
O2 Met Proactive follow-through conf 94%
After changes were saved and verified, agent confirmed resolution and ended the call with no pending actions.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was required; issue was resolved on this call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 74%
Agent used polite language but did not acknowledge customer frustration or effort, especially during repeated login failures and browser errors.
X2 Partially Met Tone & rapport conf 72%
Agent attempted to guide but failed to adapt to customer confusion, particularly around security warnings and UI navigation, leading to repeated issues.
X3 Not Met Overall experience conf 85%
Customer had to re-enter passwords multiple times, navigate multiple incorrect URLs, and endure confusing instructions, significantly increasing effort.
Call Transcript63 turns · 70 lines
Speaker 2
welcome to Lynxsys 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 with visiting register. Lynxsys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Depending on please have your device's serial number and contact information ready. If unavailable, kindly callback later. For out of warranty product, paid support option may be available depending on the issue. You
00:00
Speaker 1
Hi, I have your product and I have a question. I guess I need to find out how I can add a network that's 2.4 GHz instead of the other one because I have a product in my house that won't work off the higher gigs. So how do I do that? So I have my uh I'm on the I'm on my app right now and I couldn't find where to do that. I'm I'm assuming I would, like you said, separate the bands so that one works off of one, one works off another where they'd have different passwords, but [silence]
04:00
Speaker 2
Okay. So actually, so you can, um, like, separate the name of the band, okay? Because if you have, like, a dual band or tri-band, if they have on the same name, you can separate the name. Um. Yes, you can, um, have them, different pastor, different name, or you can have, like, different name but same pastor [silence]
04:00
Speaker 1
Okay. How do I go about doing that? Sure. Model is M, as in Mary, X, as in xylophone, uh, 5 300 V1. Uh, 32, N as in Nancy, number one, zero, letter M as in Mary, 38, A as in alpha, 0 2 5 41. That's correct.
05:00
Speaker 2
right. Okay. Um. Um. before. okay. before we. um. um. continue on. let me just um. create a record for this. can i have the model number of of your um. lingra strut. model number and the serial number? Uh-huh. Uh-huh. okay. how about us your number? Okay. that's three two and for Nancy. one zero M for Mary. three eight A for Apple. 02541. And again
05:00
Speaker 1
Yeah. Hmm. Let's see. I think it's. I think it's Cox. I think it's Cox, and it's uh, fiber. 602-515-2434. Ron Griffeth. ITH. It's R. Griffeth, at A.
06:00
Speaker 2
again. That is MX 5300 version 1. All right. And who's your internet service provider, sir? Okay. And all right. Can I have also your phone number? And how about your first name and last name? And last name's spelled as G-R-I-F-F-I-S-I-T-H, sorry. And how about your email address? [silence]
06:00
Speaker 1
Apple. Z is in Zebra. Why isn't Yankee. F is in Frank. S is in Sam. Dot org. Yes. Correct. Three. So, I have the router and then two children. Sorry, did you say something? [silence]
07:00
Speaker 2
By the way, sir, how many nodes do you have? Two. OK. All right. Thank you. OK, because on the app that you're using right now, sir, you can't find there how to track the settings on how to OK. Hello, sir. Before we start, for for any trouble shooting here how to like separate the band let me just inform you about the status of your router it shows it here in our system that the router that you have the MX 300 is already out of warranty okay and complementary phone support is no longer available okay but you don't need to worry about it sir we do have options for out of warranty finish partners okay the first option that we have is you can take advantage of our AI tool that can be found in our website that is support.lenovo.com okay and our second well sir is we can walk you through step-by-step on how to change the the or how to separate the band okay and through our paid connect service this is a one time non-refundable technical support and the troubleshooting will last up to 60 minutes
08:00
Speaker 1
Uh, you said $15, one-five? And it's-and it's 60 minutes? But that, it, obviously it should take that long to do this. Okay, that's fine. I'll do that option. [silence]
10:00
Speaker 2
spaid connect servicer is will cost you fifteen dollar okay this is a one-time non-refundable technical support okay so which option should I like to proceed sir? yes sir. yes sir six and minute job I should uh... no sir. okay so let me just um prepare my system okay and by the way sure again this is a one-time non refundable technical support that will last extra 60 minutes and that will cost you fifteen dollar but there's no guarantee that we'll be able to fix the issue okay but we assure you sir that we'll walk you through step-by-step on how to um change the bed.
10:00
Speaker 1
Yeah. Okay. I will give you a visa card. US.
11:00
Speaker 2
And by the way, this transaction is through credit card. We are accepting Visa Mastercard, Amix. Okay. By the way, I'm sure to before we process the transaction since this call is recorded. Um, for security purposes, I'll be, um, I'm going to stop or pause the recording. But, uh, you're calling from US or is it Canada? Okay, sir. I'm going to, um, stop the recording so that we can, um, process the transaction. is for a moment sir just for a moment sir okay sorry the recording is now stopped or paused
11:00
Speaker 1
Yes. Yeah, well, Ron is my middle name so the first name is r-u-s-k-I-n. S. K-I-n. Yes. Yeah, it says, it says Ruskin R-o-n-[REDACTED_CARD_NUMBER]. 0328720.
13:00
Speaker 2
card holder name, is it on your name Ron Griffith, okay, again, R U S K E N, Is Ruskin, but on the card name, sir, it's Ruskin Ron, okay, all right, and how about the card number, okay, how about the expiry date, and how about the, the security code, all right, how about, how about my voice, okay, all right, yep, figure out what it is, okay, and any other pattern number, no, no date, yes, transactional, okay, limits limits okay and a day okay and missed blanks and theAnd you are going to, all right, you are going to also, as well as approved on my account. About the Zip Code Sure. The billing Zip Code. Okay. So, I'm going a going to process now the transaction. Again, this is only for $[REDACTED_PAYMENT_DIGITS] Okay, sir. We um successfully um processed the transaction. We are not charging you $[REDACTED_PAYMENT_DIGITS] And I'll be um sending you also um the copy of the receipt to your email, okay? Let me just send it. All right, sir. Wati sent you the copy of the receipt. Okay. So we're going to proceed now, sir, in changing the or separating the band. Okay. So I'm going to return or resume the recording, sir. Okay. Okay, the recording is now on Zoom, sir. So let's proceed now to the app that you're using right now, sir. By the way, the app is installed on your iPhone or is it an Android phone? Okay. Then your iPhone, sir, open the app and when you open the app, do you have their correct credentials? [silence] So if it's correct, what do you need? What do you need to do? Please, if you're welcomed. to the home page sir, what you need to do is open one of the new or available tables, right? [silence] Then you need to click to your selected table and then [silence] while doing, sir, what is it doing? The table is asking you to accept or you are accepting that table? [silence] Okay.
13:00
Speaker 1
yes. where? under wifi settings? yes. uh right now when I hit wifi settings, it shows wifi name, it says wifi password, then there's advanced wifi settings and connect with a device with WPS? yeah?
16:00
Speaker 2
say when you look at it on the three lines它们都有他们的Wi-Fi就像那个Wi-Fi设置所以好的话它可以让你你看到它的两个带宽或者带宽它们就像两个combAND和五G GHz, right? hmm hmm有的是
16:00
Speaker 1
Okay. So, this connection is not private. Uh, it says go back or show details. I'm just telling you I should go back to the previous page. It's not letting me do it. It keeps saying, uh, this connection is not private. This website may be impersonating my router.local to steal your personal or financial information. You should go back to the previous page. No, it just says show show details or go back.
17:00
Speaker 2
I am unsure details, sir. And then check if you have the advance or continue or proceed. Mm-hmm. Mm-hmm. No option to like to proceed or continue.
18:00
Speaker 1
[silence] of another browser. Like, uh, yeah, yes. [silence] Sweet. Okay, what was the website again? [silence] H [silence] E [silence] C [silence] C E [silence] O [silence] N.gh?
19:00
Speaker 2
Okay, when you click on go back, what will happen? Do you have other browsers in this computer? Uh... Pones are... Yes? Like Google? Google Chrome? Can we try Google Chrome? Uh... That's HTTPS colon forward slash perform... My router dot local.
19:00
Speaker 1
I'm working on it. It says, is the default web address used to access the set up for setup page for Linksys?
20:00
Speaker 2
Okay. What happens here? Again, my HTTPS, colon, forward slash, forward slash, my router, dot, local. Did you type?
20:00
Speaker 1
you want me to so yeah below it gives me the option to do the HTTPS colon forward slash suppository dot Lexus dot com [silence] No, it's got HTTPS forward slash forward slash myrouter.local. All right, hang on. [silence]
21:00
Speaker 2
it gives you the search results. What's on the address bar right now? Is it like www.com? Because right now, it gives you the search results. Make sure you type it in on the address bar, where you can see like google.com. [silence] Why does the video end?
21:00
Speaker 1
Oh, Lord. I guess I don't have Google Chrome. Uh, hold on, let me try something else. Safari, a new private tab, new tab. Yep, ourcess/. My router.local or something.
22:00
Speaker 2
Yes. Calorytrial Safari again. Yes. Router.lower. [silence] Yes. Sairouter. Yes. Spyrouter.lower.
22:00
Speaker 1
You keep getting this damn message, all right? Hang on. You said that too fast. Https: yeah? 8? 111. Same thing.
23:00
Speaker 2
It's actually, HTTPS colon forward, forward slash slash my router dot local. Or how about try, HT TP S colon, forward, forward slash slash 192.168.1.1 P S And then colon, forward, forward slash slash my router . I'm sorry, um, sorry, it's a different way. 192.168.1.1. So after forward slash, the numbers 192.168.1.1, yes.
23:00
Speaker 1
Yes, the connection is not private. No, None of those options are available. Yeah, I did. I'm in front of it. Mac. Yes.
24:00
Speaker 2
Connection is not private. And the option to like continue, proceed, advanced. Okay, means that your browser, sir, is kind of having a tight security that is not allowing us to access the user interface of the ladder. Do you have a computer, sir? Is it a Mac or is it a Windows? Okay. Aside from Safari, do you have other browser like Google Chrome? Okay, can we try Chrome? Do you know how to unblock the site? Okay, good. So, okay. Let's try to enter 192.168.1.1 on the URL bar. Correct one. Okay, how is it going? It is not working. Okay, try to type that again. Try to type that again. Okay. Okay, sir. It is not working at all. No problem, sir. Can you type me the number that you've seen when you wanna enter the manage.loveceramic.lan on URL? Okay. Okay. Typed. Okay, sir, it is not working. No problem, sir. No problem, sir. Okay, so you are not able to access that, okay.
24:00
Speaker 1
yep. Want me to do the my router? Okay. Okay. Okay. Okay. Next? Okay. same thing your connection is not private either advanced or go back to safety okay now it says proceed to yeah okay yeah sign in access Oh yeah A D M I N yeah what what what what yeah
25:00
Speaker 2
My router . local. okay. Click on advanced. And then you click on proceed or continue. is it on router access okay. Please type admin, aDmIN all in lower case. click on sign in.
26:00
Speaker 1
It says invalid router password. Please try again. Oh, you mean the password that's on the unit? [silence]
27:00
Speaker 2
Okay. Try to use. Try to use whatever password that's underneath the parent node. There's a password. Yes, underneath the main node, there is a password there. Try to use that.
27:00
Speaker 1
Password. No, but it's asking me, just put the password in? Don't put the name? OK. Well let me try it. Hold on. 5 R, Y, H, E, K, N, Y, 4, D. Invalid router password. Please try again. [silence]
28:00
Speaker 2
Okay, did it work? You know, no name, just password. Okay. Do you have their options? [silence]
28:00
Speaker 1
Yeah, but why do we want to reset it? I've already logged into this before. And I have, I already... Well, I have a password that I can log into, supposedly, into the app. Is that the one you want me to use or not?
29:00
Speaker 2
in the reset or when you are when you do you okay you try to use your own password when you change it when you set this up before we have yes we how about try to use that thanks thanks guys
29:00
Speaker 1
Okay, that did not work. So, do you- not you don't want my network password that I use at home, right? Okay. Yep. Yes.
30:00
Speaker 2
[KEEP_UNCERTAIN] OK. Um, no, sir. This is only for the router password. OK. So we can actually um change it or reset it, sir. OK. Just um click on reset and then it will ask for the um recovery key. The recovery key you can uh find uh check it underneath the parent node.
30:00
Speaker 1
Okay. [silence] Choose a password. [silence] 10 characters? Okay. [silence] Then click reset. [silence] Okay. [silence] Yep, I'm in.
31:00
Speaker 2
Okay. Yes. You need to create a password um at least 10 characters, one special character and at least one capital letter. Yes sir. Um combination of numbers, letters and at least one character special character. Um yes.
31:00
Speaker 1
So, right now, just to just want to let you know, under Wi-Fi settings right now, it says one of them is on 2.4 and 5 gigahertz. What do you want me to do? Okay.
32:00
Speaker 2
okay that's good you're now on the lintsus setup page finally then um scroll down sure um at the bottom of the page you have the end user license agreement and then on the far right there's option for CA okay okay okay on this page actually you can um change now um the name this is where you can yes this is the way on how to separate the band sure like it can identify if that's a 2.4 and 5 gig
32:00
Speaker 1
All right. What do you want me to do? So what's the easiest thing to do? Okay. That's fine. [silence] Okay.
33:00
Speaker 2
Sure. You can change the name. Oh, by the way, before we change the name, if you change the name, sure. Um, the wireless devices that is already connected, currently connected to your network will be disconnected since we're going to change the name. Um, this is only ways sure to um separate the band. You can just probably um change the 2.4 if you already have device that is already connected to the 5 GHz and you can just simply like change the um 2.4 so that the devices that doesn't support 5 then it will can connect to the 2.4. It can identify.
33:00
Speaker 1
What would you like me to do?
34:00
Speaker 2
you you can change the um name sir to your two point four um like just click on the box on under Wifi name can you click under Wifi name all right um on the uh main page right now sir can you go to on Wifi settings on the main dashboard right now kindly scroll down scroll down and if you can find it there and use your license agreement and then on the far right there is an option CA okay click on CA first
34:00
Speaker 1
Yes. [silence] Yes. [silence] Yep. It already looks like it's – [silence] Yeah, it looks like it has one that says – it says it has one under Wi-Fi settings. It's got one that says NR93 and that's 2.4 GHz. [silence] And then there's another one with the same name that says 5 GHz. [silence] Okay, so what do you want me to do? [silence] Click the one that says 4 and 4. Okay. [silence]
35:00
Speaker 2
and then when you click on CA. cute. It will refresh. the page go back to Wi-Fi settings on the the one that's in the left side, right? On the left side. yes Yes OK. This is where you can separate the name of the band. sure. Kay. Mm-hmm. You can change. Yes. Under the 2.4 band, you can change the name so that your 2.4 uh so that your other device is clearer. Mm-hmm. We're done with the setup. Yes. we're done with the setup. General. We have to reboot the x24.
35:00
Speaker 1
OK, how do I change the name? OK, you mean the lock. I got it. So why fi name 2.4? Just change the name, right? All right. I'm just going to keep the same name, but I'm going to put dash 2.4 GHZ. OK. And then I'm just going to click Save. But under that, it'll go ahead because it already has that's under 2.4, but then it'll
36:00
Speaker 2
That only supports 2.4. It will easily, um, detect this name. Just click on the box, sorry, like next to the Wi-Fi name, like on the name that you have. Just click on that and you can, you can change it. uh, Yes, sir. Yes, you can, try to do that. Um, Umm, Yeah, I can. Yes?
36:00
Speaker 1
also has one under five gigahertz and under five bands. Go ahead. Okay. Okay. Yep. Say yes. Your router is applying changes. Okay. Okay hold on it says it's waiting. Okay. They still say Wi-Fi mode is mixed. Should it be mixed?
37:00
Speaker 2
Yes. Yes, you can on the five. You can just leave it that name. Okay. Um, and then this might, um, since you, uh, separated already the two point four. So once you view the network, then you can see the other two point four. So you can click on apply. And then okay. After you save the setting. Yes. And then, um, try on your laptop, try to go to the wifi name, I'm the WiFi, WiFi icon and look for the name. Uh, check if you can detect the two point four. All right.
37:00
Speaker 1
Okay. Alright, what do you want me to do now? Yes, I I looked on my I looked on my phone and it's showing me the 2.4 gigahertz one we just created. Okay, where is the I don't see the original one anymore. Where's that one? Oh, I guess I'm on it. I see it. Yeah, it's still on it. I see. Okay, so it's available but it's not used right now. So if I want to use the
38:00
Speaker 2
Yeah, that's okay, sir. Uh, yes, sir, that's okay, sir. on your, uh let's just try if the settings now saved on your laptop, click on the Wi-Fi, yes yes You may try now your device, sir. That means it's now, uh, the 2.4 and the five. It's now separated, okay? So your wireless devices that only supports 2.4 can now easily detect the 2.4. It is this, um, Mm-hmm. Okay. Um, 8G
38:00
Speaker 1
uh, tip. That now, all I have to do is connect. Well, the weird thing is, it's my phone, certain things. So, should I just connect my whole phone to this one? my my phone is an iPhone 15. So, should I make it leave it on the one it is? Okay. All right. Okay. So, so let me ask you this. So, I have a device that uses an app on my iPhone.
39:00
Speaker 2
Yes. If your phone doesn't support five then you can connect it back to 2.4. Okay. Yeah, that's uh, I can that supports five. Yes, uh, headquarter. It's a, clip to what is the SSID where it's connected. That's okay. Hmm. Hmm.
39:00
Speaker 1
sure. Even though the app is on the iPhone and uh- and I'm- I need it to be 2.4 for that app or for that device to work. Uh, does my- can my phone still be on 5 gigahertz but use the app on my iPhone, but it'll work with 2.4? Sure, 24. Okay. Uh, all right. Uh, I think I understand. So in future, I need to logon to this website and I can manage all of that here. Okay.
40:00
Speaker 2
You will only use the two point for on the product or on the device that you are trying to connect right? Because that device only supports two point forward correct? Yes, sir. There are still even go ahead. Yes. Yes. What's the question? Yes, sir. Mhm Yes. And you can just save that link as HTTPS.
40:00
Speaker 1
Okay. Thank you very much. Okay. Thank you. You too. Bye. [silence]
41:00
Speaker 2
colon forward slash, forward slash my router dot local. And once you're not on that page, the password, you have the password that we just change it. Okay? quite. You're welcome. But if you want to know more about products and updates, you can check our website and that is support.linksys.com. Alright. You're welcome. So thank you for calling Linksys. This is Carla. Have a great day to you.
41:00