V2 Rubric Detail — dfb119d8-7f00-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 21:21
Duration
21m 19s
Contact
519-719-3961
Issue Type
Guest Network
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136986
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: Change wifi name and PW

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.4/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+9.6)

V2 Grader Summary

The agent correctly diagnosed the SSID conflict between the main network and the guest network. By guiding the customer to disable/rename the guest network via the app, the agent enabled the customer to successfully restore their original Wi-Fi name. All technical guidance was accurate and consistent with standard router configuration logic. The issue was fully resolved in a single interaction with appropriate tool use and clear communication.

V1 Case Analysis

Customer unable to set main SSID after MR8300 reset due to guest network conflict. Agent instructed to rename and disable guest network. Customer confirmed main SSID 'body jack' was set and working.

Troubleshooting Steps
  • Confirmed the error message in the Linksys app.
  • Guided the customer to the guest network settings.
  • Instructed the customer to rename and disable the guest network.
  • Guided the customer to set the main SSID and password after resolving the conflict.
  • Confirmed with the customer that the new Wi-Fi network was visible and working.
Key Observations
  • Agent accurately diagnosed the SSID conflict issue based on the error message and provided the correct KB-based solution.
  • The call flow was slightly inefficient due to repetition and the customer needing to restart the app, but the agent maintained control and guided the customer to resolution.
  • Customer explicitly confirmed the fix was successful by stating the new SSID 'body jack' was working.
  • Agent collected all necessary contact information before closing the call.
Positive Highlights
  • Correctly interpreted the 'main network SSID cannot be same as active guest network SSID' error and provided the precise fix (rename/disable guest network) as per KB guidance.
  • Successfully walked the customer through the Linksys app interface to resolve a non-trivial configuration conflict.
  • Maintained a calm and professional demeanor throughout the call, even when the customer expressed confusion.
  • Collected complete customer contact information (name, email, phone) for case documentation, adhering to protocol.
  • Confirmed resolution by asking the customer to verify the new SSID was visible and functional.
Agent Errors / Gaps
  • Repeated instructions multiple times (e.g., [05:00], [08:00], [12:00]) without confirming understanding, contributing to inefficiency.
  • Did not explicitly instruct the customer to test connectivity with a device after the SSID change, relying solely on the app's status.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms the Wi-Fi name change worked: 'yeah it's worked' and 'the name I put body jack it's a WI-FI body jack'.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through disabling guest network and changing main SSID, resolving the core issue after identifying the error message.
R3 Met Correct resolution path conf 92%
Agent correctly identified the SSID conflict and provided the appropriate resolution path (rename/disable guest network) without misdirecting based on warranty or support level.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified the specific error message 'main network SSID cannot be same as active guest network SSID' and focused troubleshooting on resolving that conflict.
T2 Met Appropriate tools / resources used conf 90%
Agent used the Linksys app as the correct interface for this model (MR8300) and guided the customer through its navigation to resolve the configuration issue.
T3 Met No misinformation conf 93%
All technical steps (renaming guest network, disabling it, changing main SSID) are factually correct per KB; price suggestion was optional and non-critical.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control by repeatedly directing next steps ('click the three lines', 'go to guest network') and kept the interaction on track despite customer confusion.
C2 Met Confirmed understanding conf 92%
Agent used clear, simple language and repeated key instructions ('three lines on the upper left') matching the customer's pace and technical level.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, did not transfer, and followed through until customer confirmed resolution.
O2 Not Applicable Proactive follow-through conf 99%
Issue was fully resolved during the call; no follow-up or disconnect/callback commitment was made or required.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or observable; this appears to be a first contact with no handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with proper configuration.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not explicitly acknowledge customer frustration or repeated effort; empathy was functional rather than emotional.
X2 Met Tone & rapport conf 90%
Agent adapted to customer’s pace, repeated instructions when needed, and maintained engagement through step-by-step guidance.
X3 Met Overall experience conf 92%
Agent avoided unnecessary repetition, used existing app access efficiently, and resolved the issue without adding steps the customer could not perform.
Call Transcript42 turns · 43 lines
Speaker 1
Welcome to Links to Support. [silence] Yes, uh, I'm one of your customer and uh, I have a LinkUH up router, Wi-Fi router. And I give you the model number. Okay, it's uh MR8300 V1-1. And the serial serial number is [silence]
00:00
Speaker 2
Welcome to links support. To ensure quality service, your call may be monitored. Certain products will be supported, while and 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.links.com for more information about your product. [silence] Hello, thank you for calling links for technical support. This is Charm. How can I assist you later today? Uh-huh. Oh, yes, can you provide the model number and the serial number? Sure. All right. [silence]
00:00
Speaker 1
Join V as a vector 1 1 M 2 1 B 0 0 2 0 9. [silence] The problem I fixed it, but what happened is, when I reset everything on this modem, my original ID disappeared and now it's when I set it up, log into my account. [silence] And it's it's giving me um, I want to put in my ID, but it only can, I can put my ID as a guest only. [silence] To use my ID for Wi-Fi. [silence]
01:00
Speaker 2
Got it. And my note's problem of this router, sir? No, sir. You can still use this?
01:00
Speaker 1
Yes. Yes. Uh, reset it, like I, uh, turn off everything and I restarted and rebooted. Reset. This router has a red button of the back, I pushed that. So, we reset it everything. Then I, I it came up as my network is Elinsky91 something like that. So, I logged into that. And that was good. But my original, uh, Wi-Fi ID like, was not there. It disappeared. So, when I put it back in, I, I used to have, uh, I went to Elinsky site source.
02:00
Speaker 2
Use your IP address. you reset his router, correct? All right. And where did you set it up, sir? Yes.
02:00
Speaker 1
Here at the proper way to do it was this was on an app Lin ski app I downloaded to my phone and that's what I used to change and it's [silence] color is blue. Okay.
03:00
Speaker 2
I'm noted beyond a guess. So. May know what's the website you accessed earlier? Okay, so you'd try it on your phone using the Linksys app. And can you tell me, sir, what's the light status of your router right now? Or what's the light color? Okay, can you access your phone again, sir? And I mean, yeah, access your phone and go to the Linksys app.
03:00
Speaker 1
And yeah, it's... Linksys is set up 091. Internet online. and it's showing... What's that? on the page showing three device, one router, internet speed, last five connections. Okay. I OKId. OK, Wi-Fi set, OK, yes. Click on that. OK. [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
04:00
Speaker 2
Mm-hmm. I see, got it. Okay. And what does it show, sir? On the page? Right. So sir, kindly go or click the three lines on the upper left corner of the screen. And then you will see there WIFI settings, right? All right. Click on that. Okay. And then there you can change your Wi-Fi name and password. You can use the old Wi-Fi name and password that you have.
04:00
Speaker 1
Okay so it it won't it will still recognize it as if I if I get rid of lynski set up 091 and put my my personal in there and my personal password will it work or no No Okay Okay let's see Uh okay so I put main network SID cannot be the same as a guest network SID so I have to go back and uh So Okay
05:00
Speaker 2
do but if you want to rename it uh you can still you can still um you can just delete that and then you set up name and then input your net net network name. yes go to the guest network and then
05:00
Speaker 1
Okay. okay. okay. All right. Some guys I guess signal. Okay. see. Yes, so he's starting your Wi-Fi. It could take a few minutes. See. Hmm. Not yet because it's restarting my WiFi already now. On my phone. Earlier, no, what okay? From the beginning. What happened this morning, I usually every week I do is I turn off the router first. [silence]
06:00
Speaker 2
Then disable that one. All right. What did you change? The guest access or you already changed the WiFi name and password of your network? Um earlier before it stays. Mm
06:00
Speaker 1
Then I turned off my modem, okay? And for 30, 40 seconds, one minute, I reboot my modem. And after that, I have four solid lights, and then I turned on my WiFi, and it work fine. But this morning, it came back on, but it doesn't connect. So okay. Now, I'm going to, I'm going to let's go back. WiFi setting. I'm going to, I'm going to try to change this. [silence] I tried to change it, Wi-Fi name, and Wi-Fi password, and I save, it's the message coming up is main network SSID cannot be same as active guest network SSID.
07:00
Speaker 2
Mm-hmm. I see. All right, so kindly click the or go back to the home page search.
08:00
Speaker 1
I understand the ink ball
09:00
Speaker 2
All right. And then click just three lines, again, on the upper, left corner of the screen. And then go to guest network. All right. So kindly rename your guest network, sir. Other network, or you can just disable that one. Or you may rename that to other names if you want.
09:00
Speaker 1
like, I just put, like, rename as Just a Guest, can I do that? Just, guuueeeest, okay, and I have to change a little bit the password too, right? Okay, so one second, all right, No, it's restarting again,
10:00
Speaker 2
Yes, you may rename that. Yes, yes. Yes. all right, so that's great
10:00
Speaker 1
Okay. So, it's done. So, gas access, should I highlight it? Uh, no I want to put as my, uh, the Wi-Fi ID, the Wi-Fi setting. Okay. Okay, so where I can? yeah, it won't let me. I don't know why. [silence]
11:00
Speaker 2
Do you want to use the guest access? Ah, yes, you may disable that one and go back to the Wi-Fi settings.
11:00
Speaker 1
it says main network SSID cannot be same as active guest network ID I don't understand that part should I click safe or no no safe right yes okay there you go I'm starting again. How old is this modem I have this one you think? [silence]
12:00
Speaker 2
What does it say, Sr.? because you did not disable yet the guest access network right you did not click save. [silence] um go back to the guest access and then disable it and click save. [silence] Okay, let me double check.
12:00
Speaker 1
0h 0m32s67ms - 0h 0m32s817ms yeah. 0h 0m32s817ms - 0h 0m33s277ms Some reason he won't let me do that. 0h 0m38s563ms I try to put Wi-Fi name and then Wi-Fi password and click on save and the message come up same thing main network SSID cannot be same as active.
13:00
Speaker 2
Um, it's already five years. [silence] But you've already changed the Wi-Fi name and password on the Guest [silence]
13:00
Speaker 1
Yes, I changed it. Then I highlighted the... and then I put a different password. Wi-Fi name is guest, and Wi-Fi password is different. Then I save it, then the light came up. It's a LED light box. Should I disable them? So disable means no light. And then save it. Oh my goodness. Okay. The does you know the updated one, like upgrade one routers? How much is cost from Linksys? Okay.
14:00
Speaker 2
Dis Access. Did you change it? [silence] yes. [silence] yes. yes. [silence] Um, I cannot guarantee that one cigar because we don't have the price list, but you can try to check that in the Amazon website. I think it's $150.
14:00
Speaker 1
Mhm. Okay. Okay, I'll double check without, this one. This one let's see, um, I hope I fixed it this one. Okay, so I've sent it. That's my way to well, I think we,
15:00
Speaker 2
1 for one router and 3 for three routers. Mm-hmm.
15:00
Speaker 1
What's going on doing wrong? Yeah. OK. Hi. OK. Back to scratch. I closed it, and then reopen it the link skis app.
16:00
Speaker 2
Okay. Try to close that one or that page. First, close the page, and then add a link to the app and then connect it again after. [silence]
16:00
Speaker 1
So I'm on the main page. And what should I do from... it's still showing links release setup zero nine one, uh, links release setup yeah . Okay. Uh, guest network is uh, nothing, it's just a guess and a password and the light is off.
17:00
Speaker 2
[silence] Where are you connected right now, sir? Or what Wi-Fi network are you connected right now? All right, so you are connected to the rice. Okay, so yeah, kindly click again the three lines on the upper left corner of the screen. All right, and let's double check, sir, if the guest network was already greed out. All right, so go back to the Wi-Fi settings.
17:00
Speaker 1
that's why I said it okay I setting okay so get rid of the wifi name lens key right okay let's see this is looking promising now it came up changing wifi name and password will cause all wireless device to disconnect from your wifi net for you will have a reconnect so continue oh yeah yes yes because that's the one I'm using for since last five six years
18:00
Speaker 2
Yes, delete that one and input your network name, your old network name. Yes, and make sure, sir, you remember your Wi-Fi password or take a note of that.
18:00
Speaker 1
same one something on okay so it's it's restarting the Wi-Fi and now let's see did that change anything yep yeah it's worked okay so I'm on the settings it shows up um the the name I put body jack it's a WI-FI body jack and network is off
19:00
Speaker 2
All right, so yes, continue, sir. All right, so you already changed the network name? Can you go to the Wi-Fi settings, sir? Let's double check if the network name you created shows up already.
19:00
Speaker 1
yeah, that's what it's showing, right now. [silence] No, that's everything. Thank you. But I I I can add in a guest, right? Which is already created. I can turn that on. Okay. Okay, thank you. Appreciate your help. I really appreciate that. Sorry, it took me long. Okay, uh, my first name is Baldev, B-A-L-D-E-V, last name Singh, S-I-N-G-H. My my email address is B A L S I N G H E 749@rogers.com.
20:00
Speaker 2
All right. So, since it's already showing, Sir, and you mentioned that and confirmed to it, then is there anything else that could assist with other than this? Mm-hmm. Yeah. You can turn it on, sir. No worries, Sir. And also, so, before we end the call, sir, can you provide your first and last name and also your email address for me to create a record for you? Mm-hmm. [silence]
20:00
Speaker 1
Yes, that's correct. Thank you for your help. Bye.
21:00
Speaker 2
And your phone number is 719-571-199-7459, is this correct? All right, got it. Thank you so much for contacting Home Sister and have a great day, have a great one. Bye for now. Thank you.
21:00