V2 Rubric Detail — ef51fffc-8139-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 17:15
Duration
13m 51s
Contact
+447728019112
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00137505
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to separate the bands

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency5.00/5
Overall4.6/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+8.0)

V2 Grader Summary

The agent successfully resolved the customer's issue by recovering the admin password via the recovery key and separating the Wi-Fi bands through SSID renaming. All technical guidance was accurate per KB (overruling Assessment 2's T3 concern), and the customer confirmed successful connectivity. Communication was clear, ownership was maintained, and no escalation was needed, resulting in a full resolution.

V1 Case Analysis

Customer locked out of new SPNM62 router after failed login attempts. Used five-digit recovery key to reset admin password via http://192.168.1.1. Renamed 2.4GHz SSID to separate bands for camera compatibility. Customer confirmed 2.4GHz network visibility and successful device connection. Issue resolved.

Troubleshooting Steps
  • Directed customer to access router locally via http://192.168.1.1
  • Guided customer through password recovery using the five-digit recovery key on the router label
  • Navigated to WiFi Settings and instructed renaming the 2.4GHz SSID to separate bands
Key Observations
  • Agent correctly identified the need for local web access (192.168.1.1) and the recovery key process for a locked SPNM62.
  • Agent provided accurate, step-by-step instructions for separating 2.4GHz and 5GHz bands by renaming the SSID, which is the correct method per KB.
  • Customer explicitly confirmed the fix was successful on two devices (computer and phone).
  • Unnecessary collection of customer's phone number and personal details for a simple password recovery and configuration task.
  • Agent did not explicitly confirm the model number 'SPNM62' despite the customer mentioning 'SPN' and the serial number being provided, missing a key protocol step.
Positive Highlights
  • Accurately guided the customer to use http://192.168.1.1 for local access, the correct URL for SPNM6x series routers (as per linksys_now_login_admin.md).
  • Correctly instructed the use of the five-digit recovery key to reset the admin password after lockout, following the non-destructive recovery process exactly as documented.
  • Provided precise and correct instructions for separating the 2.4GHz and 5GHz bands by renaming the 2.4GHz SSID, directly addressing the customer's camera connectivity issue.
  • Successfully walked the customer through the entire process without confusion, resulting in a confirmed fix.
  • Offered additional correct guidance on logging into the Linksys app using the new password, adding value beyond the initial request.
Agent Errors / Gaps
  • Collected the customer's phone number (077-280-1911) when it was not required for the troubleshooting flow, as the issue was resolved entirely over the call without risk of disconnection requiring callback.
  • Failed to capture or confirm the exact router model number 'SPNM62' from the customer's initial description and serial number, a critical protocol miss for case documentation and future reference.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed visibility of the 2.4GHz network on both computer and phone and expressed satisfaction: 'It shows 2.4 network… It's connected… Thank you very much.' Issue resolved.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through recovery key password reset and SSID rename process with clear, sequential steps after diagnosing login lockout.
R3 Met Correct resolution path conf 96%
Agent correctly avoided factory reset by using non-destructive recovery key method and provided proper band separation via SSID rename, matching KB guidance. No warranty status contradiction identified in transcript.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified 'access locked' symptom, verified device availability, and logically progressed from login recovery to Wi-Fi configuration.
T2 Met Appropriate tools / resources used conf 95%
Used correct tools: local web UI (192.168.1.1) and five-digit recovery key — both required and appropriate for this scenario.
T3 Met No misinformation conf 95%
Agent provided technically accurate instructions for password recovery and band separation. The KB confirms that renaming the SSID is the standard method to separate 2.4GHz and 5GHz bands, and no 'Mixed' mode change is required per documented guidance.
Communication
C1 Met Clear & professional language conf 94%
Agent framed the interaction, kept the call on track, and moved clearly from login recovery to Wi-Fi configuration. Maintained control throughout the call.
C2 Met Confirmed understanding conf 94%
Used plain language and step-by-step instructions appropriate for a non-technical user, confirming understanding at key points (e.g., 'Let me know if it’s already saved').
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent handled the entire issue without transferring and followed through to resolution, owning the case from contact to close.
O2 Met Proactive follow-through conf 94%
Set clear next steps: apply the SSID change, verify on phone, and confirm the result. Customer completed these steps successfully.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced; this appears to be the first contact. Assessment 4 confirmed case_history_applicable=false.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted. The issue was fully resolved at L1 level.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained courteous and professional throughout, acknowledged customer success, and ended positively with 'Thank you very much… you’re welcome… have a good day.'
X2 Met Tone & rapport conf 94%
Matched the customer’s pace, repeated instructions when needed, and checked understanding before proceeding (e.g., 'Let me know if it’s already saved').
X3 Met Overall experience conf 96%
Avoided unnecessary factory reset by using the recovery key, minimizing customer effort and downtime. Provided efficient path to resolution.
Call Transcript26 turns · 27 lines
Speaker 1
Hello. Hello. I have a link. Hello. Hello. I have a new Linksys router, but I can't seem to log into it using the app and I want to to split the frequencies, the 2.4 and 5G. Community fiber. I have the Wi-Fi 6. The SPN
00:00
Speaker 2
Welcome to lynx's support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Can I just? I'm sorry. Hello, sir. Hi, sir. Hello, sir? Yes, go ahead, sir. Uh-huh. Uh-huh. I see. Um, who is your internet provider, sir? Okay. Do you have the Wi-Fi 7 Wi-Fi 7 devices from them? I don't. Uh, Wi-Fi 6.
00:00
Speaker 1
MX 20. Yep, hang on, let me just. Serial number is 72, Delta 10, Mike 28. Fox truck zero 5121. Just that one. Links is, links is, return. Yeah.
01:00
Speaker 2
Uh, may I have the serial number first, please? Uh-huh. Uh-huh. Okay, let me just check on the exact units first. And may I know how many Lyon-X nodes you have? Just one. Okay, this is SBNMA X 20 from Community Fiber.
01:00
Speaker 1
Yeah. Yeah. Lovely. It's only because some of the smart stuff won't work, unless it's on 2.4. For some reason. Yeah. Yeah, it's 077-280-1911.
02:00
Speaker 2
Okay, sir. Regarding your concern, sir, that you wanted to separate the Wi-Fi network, uh, we actually cannot use the links app for you to separate the Wi-Fi network. Uh, the links, this app only has limited troubleshooting that you can do, but no worries, sir. I will walk you through on how you can do, uh, uh, use the user interface of your links to separate your Wi-Fi network and check on some other features or settings. Um, uh-huh, uh, yes, yes, actually, yes, your especially ring cameras, those are not capable for, yes, for, um, combined network. Uh, before we proceed, sir, may I just ask for your phone number just in case you get disconnected? Uh-huh. Uh, okay. How about your first and last name?
02:00
Speaker 1
It's David German, G-E-R-M-A-N. David German 11 at gmail.com. Yep. I am just setting my computer up now. Yep. Let me log in. [silence]
03:00
Speaker 2
sher. Okay. And your email address, sir. At email.com, right? Okay. Okay. So, do you have a computer, sir, or maybe an iPad that we can use for this troubleshooting? Okay. So, please make sure, sir, that your computer is connected to the Wi-Fi network of your Lynxys.
03:00
Speaker 1
speaking to the left [silence] yeah, okay, I'm in. [silence] Yup. [silence] Yup. [silence] Okay. [silence] Yup, that takes me to get your wife, keep your Wi-Fi. [silence]
04:00
Speaker 2
Okay, so uh, well, right after you got uh connected to her, open a browser, any browser on your computer. Okay. Type this numbers here on the address bar. 192.1 68.1.1. [silence] Yes. If you get the link to smart life, sir.
04:00
Speaker 1
Yep. Okay, I've done that. It says "access locked too many failed attempts to log in." Yep. Yep. asking for a recovery key. That's the one on the bottom is it? Give me two seconds. Got to climb back up on top of the worktop. Recovery key is... uh, Yep.
05:00
Speaker 2
Okay. And is it asking for you to use your router password with a password? Oh, access log. Okay, that's fine, sir. Do you have an option to reset password? Okay, can you please press the reset password? Okay. Yes, all of your parents drew there, sir. Parents' note.
05:00
Speaker 1
It [silence] says, create a new password and hint. [silence] Yep. [silence] Okay, let me [silence]
06:00
Speaker 2
Okay. What does it say, sir? Okay, so this will be the password for you to log in on the app and on these interfaces.
06:00
Speaker 1
Oh. Oh! Okay. Okay, try that. Oh right. I did one. Aha, let me in. Yep. Okay, I've got a list of options. Do I want to go into Wi-Fi settings? Yep, okay. I'm in Wi-Fi settings. Wi-Fi mode mixed.
07:00
Speaker 2
okay, so we are right now in the user interfacer. Am I correct? Okay. Uh-huh. Um, uh-huh. Yes, sir. [silence] Uh-huh. Um, uh-huh. Yes, sir. [silence] Uh-huh. Um, uh-huh. Yes, sir. [silence]
08:00
Speaker 1
So in the advanced bit, is the only advanced bit that I go into? Yeah. I've gone to Wi-Fi settings. Yep. And then that gave me a choice of wireless, Mac filtering, Wi-Fi protects it up and advanced. Uh and it gave me, down the bottom it says, Wi-Fi name, Wi-Fi password, uh WAP personal, WPA2 personal, uh and then Wi-Fi mode mixed. But it doesn't give me an option to change the mixed. So I'm assuming I need to go to the advanced bit, do I?
09:00
Speaker 2
uh huh you have to go to wificer wifisettings wifisettings at the left side hmm uh no sir if you can see uh you have a two point four
09:00
Speaker 1
[silence] No, hang on. Let me just see if it shows more. Ah, right. Yep. 5 gigahertz and 2.4. Yep. Yep. Yep. Yep. Right. So how do I do that? Uh Wi-Fi name? Yep. So I can change the Wi-Fi name. Yep.
10:00
Speaker 2
Mhm. Five gigahertz under wireless. Shows more? Yes. Yes. Yes. Okay, so for you to separate your Wi-Fi networks, er, what you need to do is just um, uh, add an extension or totally change the names or for your 2.4. You can leave the Wi-Fi name for five gigahertz as it as it is, so that uh, your devices or those devices that are currently connected will stay connected. Mhm. Yes. So, if you tap on the Wi-Fi name for 2.4, there will be an option for you to uh, either delete and retype and uh, new name or just add. Yes. Mhm. Yes. I will suggest change the name only for 2.4, so that if you have, um, other devices like, um, older devices that were [silence] [silence]Transcribing audio to text. [silence]
10:00
Speaker 1
Cool. Okay, apply that. Yep. You're updating Wi-Fi settings. Yep. Your router is applying changes. Okay. Got the wheel again.
11:00
Speaker 2
What you currently connected to your Wi-Fi this will say connected. Let me know sir if it's already saved, sir. Okay. Just click on apply once you're done. Okay.
11:00
Speaker 1
Okay. It's gone back to the screen now. Yep. Yep. Yeah, it shows me on, it does, I've just looked on my computer, it shows 2.4 network. Yep. Let's have a look on my phone. Internet. Oh, I've got to use that password, have I? Okay, yeah, that's connected. That's brilliant. Thank you very much. Thanks for your help. [silence]
12:00
Speaker 2
Okay, uh, same, same page. Okay. So what we will do sir, uh we will confirm if that name is, uh showing up or not yet. Um, you have your phone with you sir, or do you want us to do it again on your computer? Mmm. Try to check it on your phone, sir. Uh huh. Uh huh. Okay. Okay, that's good. So for those devices, sir that are only capable for 2.4, you can now uh connect to 2.4. Okay. You're welcome, sir. Uh by the way, sir for the Linksys app, I will suggest, uh.
12:00
Speaker 1
yep the root important that lovely brilliant thank you very much thanks you help no no that's all good hopefully it'll all i'm gonna set it up now that'd be good brilliant thank you have a good have a good evening bye bye [silence]
13:00
Speaker 2
If in the case you wanted to use the matrix app here if you can see there's an option to log in using the email or the password don't use the email option there. Go with the with your password and then yes go with your password. And the password you created earlier sir before we log in on your matrix app that's the same password that you have to use. Okay. Okay. Any other questions. You're welcome. Sir it's my pleasure assistant. Any other concerns? Any other questions? Okay. [silence] Okay. Thank you so much for your time. Yes sir you're welcome. Sir have a good day. You're welcome. Sir bye bye. [silence]
13:00