V2 Rubric Detail — 0082171c-7bb3-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 16:26
Duration
23m 9s
Contact
Alex Blomeley
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00136556
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: select Wi-Fi channel

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+35.6)

V2 Grader Summary

The agent successfully resolved the customer�s issue by guiding them to manually change the 2.4 GHz Wi-Fi channel from 13 to 6 via the router�s web interface, which fixed device connectivity. The interaction was professional, well-structured, and technically accurate (per Assessment 3), though the agent missed an opportunity to explicitly acknowledge the customer�s frustration from prior failed attempts. No critical failures (abandonment, discourtesy, etc.) occurred.

V1 Case Analysis

Customer unable to manually set 2.4 GHz Wi-Fi channel; device only supported channels 1–10 but router was on channel 13. Guided to router web UI → Wi-Fi Settings → Advanced → Channel selection. Recommended channels 1, 6, or 11 and disabling Channel Finder to prevent auto-changes.

Troubleshooting Steps
  • Confirmed serial number and identified router model as MX5600.
  • Initially directed customer to Linksys app (unsupported for manual channel selection).
  • Corrected path: directed customer to local web interface (http://myrouter.local or http://192.168.1.1).
  • Guided navigation to Wi-Fi Settings → Advanced → 2.4 GHz → Channel selection.
  • Recommended setting channel 1, 6, or 11 and disabling Channel Finder to prevent auto-changes.
Key Observations
  • Agent initially misidentified the model as 'SBN MX56' and later 'AX-56', causing confusion and inefficient troubleshooting path.
  • Long hold time (2 minutes) and repeated instructions reduced call efficiency.
  • Customer ultimately located the correct setting and understood the fix, indicating successful knowledge transfer.
  • Agent correctly identified the root cause (channel 13 incompatibility) and provided accurate guidance per KB.
Positive Highlights
  • Correctly identified the root cause: device incompatibility with channel 13 on 2.4 GHz band [03:00].
  • Provided accurate technical guidance: directed customer to the correct web interface and path to manually set the 2.4 GHz channel [14:00–18:00].
  • Recommended best practice: advised using non-overlapping channels 1, 6, or 11 per KB guidance [universal_band_interference.md] [18:00].
  • Correctly advised disabling Channel Finder to prevent automatic channel changes that could revert the fix [20:00].
  • Successfully resolved the customer’s core issue by enabling manual control over channel selection, even if not verified live.
Agent Errors / Gaps
  • Incorrect model identification: referred to router as 'SBN MX56' and 'AX-56' instead of MX5600, creating confusion about correct interface and features [02:00, 15:00].
  • Initially directed customer through the mobile app, which does not allow manual channel selection, wasting time before redirecting to web interface [07:00–12:00].
  • Did not verify that the channel change was successfully applied or that the device connected after the change [end of call].
  • Failed to confirm whether the customer successfully saved the settings or observed the router’s LED behavior during apply [19:00–20:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent guided the customer to change the 2.4 GHz channel from 13 to 6 via the router's web interface, resolving the connectivity issue; customer confirmed the device now connects.
R2 Met Diagnostic thoroughness conf 95%
Agent verified the model (SPNM56), identified the symptom (channel 13 incompatible with device), ruled out app limitations, directed to web UI for manual channel control, and confirmed the change was applied.
R3 Met Correct resolution path conf 95%
Provided best-effort troubleshooting for an out-of-warranty device: manual channel adjustment via web interface, consistent with KB guidance for 2.4 GHz interference, and explained how to disable channel finder to prevent future auto-changes.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Identified root cause (device incompatible with channel 13), confirmed device requirement (channels 1-11), verified router was on 13, and corrected it — logical diagnostic flow from symptom to resolution.
T2 Met Appropriate tools / resources used conf 95%
Used model-specific knowledge (SPNM series → myrouter.info), directed to web interface when app proved insufficient for manual control — appropriate tool use for required resolution.
T3 Met No misinformation conf 95%
Agent provided correct guidance on 2.4 GHz channels (1, 6, 11) per KB. While the customer mentioned a 5 GHz range of '36 to 140', the agent did not provide or confirm this range; the agent's own technical contributions were accurate and aligned with documentation.
Communication
C1 Met Clear & professional language conf 95%
Framed the interaction professionally, placed the customer on hold with explanation ('I'll put you on hold first for two minutes'), maintained focus on the goal, and closed with clear wrap-up ('Take care, Alex. Have a great one').
C2 Met Confirmed understanding conf 93%
Used plain language, repeated steps clearly ('go to advanced Wi-Fi settings'), adapted to customer's confusion about menu paths, confirmed visual feedback ('you can see now'), and matched the customer's technical level throughout.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Took full ownership: gathered info, diagnosed, guided through fix, and confirmed resolution without transfer or deflection. Agent handled the entire issue from contact to close.
O2 Met Proactive follow-through conf 95%
Clearly advised to save changes, wait for reboot, and disable Channel Finder to prevent future auto-changes — specific, actionable next steps with realistic timelines.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history referenced or observable, and no handoff occurred on this touch.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue resolved at L1 with full success.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and helpful, but did not explicitly acknowledge the customer's frustration with prior chat failure or difficulty finding settings — missed opportunity to recognize repeated effort and frustration.
X2 Met Tone & rapport conf 93%
Paced instructions to match customer's progress, checked understanding repeatedly ('Can you see the options?'), and adjusted approach when app failed (directed to web interface) — maintained engagement and kept customer on track.
X3 Met Overall experience conf 95%
Avoided unnecessary repetition; used existing info (serial number, app access), guided directly to solution path, and prevented redundant steps by focusing on manual channel control via web interface.
Call Transcript40 turns · 43 lines
Speaker 1
Hi. There. Hi. There. I am trying to change the channels on my router. And I can't seem to find anywhere to do that. And I spoke into the chat, but unfortunately that couldn't help me. Um, I was wondering if there was anything I was missing or any help you could give. Yeah. One second. The serial number is SPNMX56.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. This is Isaac. How can I help you? I see, uh, can you provide me sir, the serial number of your Linksys router? Please.
00:00
Speaker 1
Yes. Oh zero number, sorry, sorry, sorry. uh, 5 9 n 10 m 2 a d 0 2 6 7 1. Yeah. uh, that's 2 A sorry that's 2 A. Ah d uh, yeah, that sounds right.
01:00
Speaker 2
SPN-MX56-1139-and-0 for Nancy-10-M for Mike-28-D for David-0-2 Let's see. 2- A-D-0-2-6-71 is that correct? All right. And how many links is product did you have there? [silence]
01:00
Speaker 1
Just that one. Uh. Yep. Yep. No, no, no, no. No, carry on, sorry. Yeah, that's correct. Yes, I've got a product that I need to connect to the Wi-Fi and it only connects to channels one to ten on the 2.4 gigahertz bands, and I did the channel test and it told me that the 2.4 gigahertz bands on
02:00
Speaker 2
This one. All right. So, it's SBN MX56, the model number of your link is water. I presume your internet service. Yes, go on. You have something to say. All right. Since your router model is SBN MX56, I presume your internet service provider is Community Fiber. Is that correct? All right. So, you just want to change the channel of your Wi-Fi.
02:00
Speaker 1
[KEEP_UNCERTAIN] 13. So I'm pretty sure the device can't see the Wi-Fi. So that's why I'm trying to change it. Yeah, I do, but I can't seem to find anywhere to change it. it's Alex Blomley. and then BLOMLEY is it bravo lima Oscar Mike Echo Lima Echo Yankee.
03:00
Speaker 2
do you have the app on your phone? sir all right uh before we proceed uh uh troubleshooting with regards to the channel Wi-Fi channel of your link router I'll go eight first a record for you sir may I have your name da LEX and your last name
03:00
Speaker 1
Yeah. Yeah, correct. Yep. Yep. I lost ballot. Yeah, sure. It's motion.m.o.t.i.o.n dot uh Blome, which is B-L-O-M E at Gmail.com. Yep, perfect.
04:00
Speaker 2
Bravo, Lima, Oscar, Mike, Echo, Lima, Echo, Yankee. Blue, Mama, Lima, Echo, August. [silence] Alright, thank you, August. Uh, how about how about your email address? Blue.mama, Lima, Echo, August@gmail.com. [silence] Thank you. [silence] Alright. Let me check first on our resources here about your Linksys router MX5600 if we can do uh change your Wi-Fi channel by going to channel finder. I'll put you on hold first for two minutes, okay? I'm going to check the check for your credit features. Okay, thank you. [silence]
04:00
Speaker 1
I do yeah yep uh wi-fi settings yes uh yeah so I've got the 2.4 gigahertz band and the five and a half gigahertz band set to frequency 2000 I love
07:00
Speaker 2
Hello. All right. Thank you for patiently waiting, Alex. So you have your linksys app on your phone, right? Can you go to your menu icon and then tap on Wi-Fi settings. And on the Wi-Fi settings, I need you to click on the advanced Wi-Fi settings.
07:00
Speaker 1
So, [silence] so I'm going into the advanced settings for the 2.4 GHz band. [silence] So, if I go to Wi-Fi settings in the app, in the main menu, I [silence] So, I go to advanced settings, uh, right. So, I go to advanced settings, rather than Wi-Fi settings first. Yeah. [silence] So, where, so where one of my [silence]
08:00
Speaker 2
Yeah. [silence] No. [silence] Uh [silence] Once you tab on Wi-Fi settings, I need you to tab on the advanced Wi-Fi settings. [silence] Yes. [silence] Uh scroll below, because there's still uh advanced Wi-Fi settings. [silence] Huh. [silence] Yes, because you mentioned you just want to uh change your channels, Wi-Fi channels. [silence] All right. So I need you to [silence] Okay, go on first, uh Alex. [silence] Uh [silence] Elaborate what do you want to [silence]
08:00
Speaker 1
No, it's the, it's the channels. You're absolutely correct, but if I pull the menu up, um, I can see Wi-Fi settings. I just put, you know, device safe browsing, parent control, Wi-Fi settings, guest network, speed check, priority, network, advanced settings. So, do I want to go to advance settings there or do I go into Wi-Fi settings first? Okay. Yeah, so, but when I get to this Wi-Fi settings page, I have two, I have it split into two, 2.4 gigahertz band and then 5 gigahertz band. I have advanced settings for both of those, so I should go to advanced settings for which one? The 2.4 gigahertz? [silence]
09:00
Speaker 2
uh-huh, uh-huh, uh-huh, uh-huh. You go to your Wi-Fi settings first. Wi-Fi settings. Once. Uh-huh. Yes. Yes. Okay.
09:00
Speaker 1
It might just go to the same place so I don't know whether it matters. So I've gone into advanced Wi-Fi settings. I've got security type. Yes. Uh-huh. Yes. I did that before and what it did is I just said at the end it said, you are using the most optimum settings and there was nothing else I could do. I can do it again for you, so we can do it on the phone.
10:00
Speaker 2
Do you mean to say, oh, on the Wi-Fi setting you see a Wi-Fi name and Wi-Fi password? Uh-huh. Just click on advance. Uh-huh. And then you can see the channel finder below that. Uh-huh. You then select the channel finder. Once you're on the channel finder then just let it scan channels. Hmm.
10:00
Speaker 1
phone but just yeah and i can't manually do this this is what i'm trying to do is just manually set the channels because this this i mean this this takes like three or four minutes or it did last time anyway
11:00
Speaker 2
yeah try to scan again because usually the channel finder will refresh its setting and it will pick again a channel which the app thinks is the best channel for your Wi-Fi connection. Actually, you can manually run the channel finder whenever you choose to but that would be on the router's web interface and it's not would
11:00
Speaker 1
Okay, yeah, I mean, I don't care about the app so much. Like, where do I - where do I - where do I - hang on, it's just resetting my internet because it's doing its thing. Yeah, the problem on the app is it just - I didn't have any control over it. It just does it. What I want is to have control over it and just to be able to select the numbers. Is that something that's possible? Okay, just give me a moment because I've pressed the scanning channels button and it and it resets the router. So, I've just got to wait for the internet and this to finish. But yeah, if I can select the channel, that would be - that would be great. Well, let's see what this does first. It might just put it in the right place. I don't know. Yeah, it's really annoying because I specifically -
12:00
Speaker 2
Yes, that's possible, if you can log into your router's web interface. And then, go to the settings page and do the steps mentioned below.
12:00
Speaker 1
I have this device that specifically requires the 2.4 GHz in the channels 1 to 11. Which is the only thing I I know. I don't know why it does that. I'll just need another minute for this scanning channels to finish. We improved your Wi-Fi speed and bandwidth in one area. That it didn't tell me anything that time. Ah, Jesus Christ. Okay, so that's useful for like. Unfortunately, that's not how helpful. Uh, for what I need to do. It didn't even tell me what channel it is. Um, but I okay, I'm, I'm on the, um, internet portal now. Yeah, so I'm, I'm, I'm logged in. Uh, sorry. In to the Linksys Smart Wi-Fi tools. Uh, I've got Wi-Fi settings. Uh, where's, where's router settings? I don't have router settings.
13:00
Speaker 2
Okay. Alright, let's go to your router's web interface. Where are you logged in, Alex? Okay. So do you see the options under the router settings?
14:00
Speaker 1
uh uh. sorry let me just okay out of this. uh. there with me a moment. actually. oh i think it's actually.
15:00
Speaker 2
hold on let me check because your model is AX-56 and I don't know if it's the same as So on your Linksys Smart Wi-Fi tools you see device list, guest access, parental controls
15:00
Speaker 1
really worked. Has it? Pursename. It actually may have connected now, which is good. Anyway, let's let's let's go through this anyway and I can uh the the the device might have connected because I might that last reset may have put it in the right place, but let's go through this anyway quickly and I can see if I can find this setting to learn it. Um sorry continue. Yes. Yes. Yeah, no, I I don't have that. That's the confusing thing. All I have is the 2.4 gigahertz band, the 5 gigahertz band. It says wide
16:00
Speaker 2
So on the Wi-Fi settings, go to the Tab wireless and can you see an option to select channel? [silence]
16:00
Speaker 1
Wife name, password, security, mode, uh, then it says wife mode, uh, but the only thing I can select in wife mode is mixed. That's all I have. Yeah. Yeah, I don't have that there, unfortunately. Yep. Yep. Uh-huh.
17:00
Speaker 2
That's good. Because it's usually on the wireless settings. Top and front orders and channel. Uh, can you scroll below on that links to Linksys Smart Wi-Fi page? Um, if you can see the end user license agreement at the bottom? Uh, all right. Besides that, can you see a ch letter, d n a link? You can you click on that?
17:00
Speaker 1
Ooh, that's better. Yeah, I can see it now. What, what was that then? So, yeah. 2.4 channel. Yeah, cool. Okay. Okay. Yeah, cuz previously the two point four was on 13. So that's why this device couldn't find it. And so with the channel set.
18:00
Speaker 2
All right, and then go back to the Wi-Fi settings. You can see now. Okay, that's good. So from there, you can just select which channel you want from one to 11 or you can choose auto, which is the default. But it is up to you. But I think for best wireless performance, you could select channel one or six or 11. I think that's the recommended channel. But that's up to you on which channel you want your Wi-Fi to connect. I see.
18:00
Speaker 1
uh yeah cuz it's got that's so the 2.4 gigahertz on this it only goes from one to 13. so it was just unlucky that it had chosen 13 which meant that that my device couldn't see it. the 5 gigahertz band is 36 to 140. so should be yes. yeah no this this is this is really helpful. yes I will do it. so if it's on auto. Yeah. Yeah. So if I leave it on auto, what does that mean? Will it Because it's changed now, if I turn the router off and reset the router, will it potentially pick a different
19:00
Speaker 2
Okay. Let's see. See. So everything's good now, Alex. We've found your network. Just make sure to save the changes, okay? Make sure to save the changes, and then wait for your router. Yeah, wait for router to apply the changes. I think your router light will start to blink. So it means it's saving the changes you made. Okay.
19:00
Speaker 1
a random channel again. Or will it stick to the channel that is chosen. Now. I don't really understand how. Yeah. Yeah, okay. I think that's off. I have to select that to turn it to to to do it. So I think that's off. Okay. Well, I'm going to I'm going to set six anyway. So you think six one six or 11 you said was a good number. Sound.
20:00
Speaker 2
I think it will stick on your channels, but just to make sure that it doesn't change, uh you have to try to turn off your channel finder on your app, because sometimes the channel finder on the app will automatically scan channels if it is enabled. Try to check on your app if your channel finder is enabled. Yes. alright. So, Yes, uh that's usually the. [silence]
20:00
Speaker 1
Yeah. Okay, well, 2.4, so it's just a gigahertz thing, so I mean I don't know what any of this means. I might leave it auto for now, but I know how to--because it's working.
21:00
Speaker 2
So, how do you determine the best Wi-Fi channel? That depends, but channels 1, 6, or 11 usually work well for Wi-Fi technology using the n or 802.11n networks, but I think yours is already using the latest Wi-Fi technology. So you can try to test every channel that you think is best for your Wi-Fi connection. Hmm. [silence]
21:00
Speaker 1
I'm currently working with the device. I've, I've learned a lot. So if it suddenly stops working, I know how to get this back. And I I can learn from this. Yeah. Okay. Yeah, that was super helpful. Yeah, what, what, what does the CA stand for? Uh-huh. Okay. Yeah, great. I didn't know that button existed and I couldn't, nothing on the internet was telling me to press that. So that was the thing I did. Thank you very much for your help. [silence]
22:00
Speaker 2
Yes. Yes. You can manually. Yeah. All right. So everything's good now Alex. So just remember to. Yeah, just remember to always click the C apart if ever you don't find the channel on the Wi-Fi settings again. Mm. Mm. It's for connectivity access of your routers. Yes. Ha. Ha. You're welcome. It's been a pleasure assisting you, Alex. And thank you yourself for and lances. Once again, this is ice. Take care, Alex. Have a great one. And goodbye.
22:00