V2 Rubric Detail — 0938ba78-7195-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-26 19:27
Duration
11m 15s
Contact
Harold Tan
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00084631
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent failed to escalate a recurring hardware/configuration issue that meets documented triggers (unstable backhaul, repeated manual intervention required), and provided only minimal troubleshooting despite clear signs of deeper problem.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-58.0)

V2 Grader Summary

The agent partially engaged with the issue by suggesting a channel change, but failed to conduct full diagnostics, use tools, or escalate a recurring mesh instability. Minimal troubleshooting and lack of ownership resulted in an unresolved case with a critical avoidance/evasion failure.

V1 Case Analysis

MX5300 mesh system: intermittent backhaul loss and low 2.4 GHz throughput (~15 Mbps). Advised to change 2.4 GHz channel from Auto to 11 via http://192.168.1.1. No verification or follow-up scheduled.

Troubleshooting Steps
  • Confirmed combined SSID is optimal for mesh performance (correct per KB).
  • Guided customer to access router web interface at http://192.168.1.1 (correct URL per KB).
  • Instructed to change 2.4 GHz channel from Auto to 11 (correct troubleshooting step per adjacent_common_wifi_questions.md).
Key Observations
  • Agent provided technically accurate advice: changing 2.4 GHz channel to a fixed non-overlapping channel (1, 6, or 11) is a valid fix for interference and low throughput (adjacent_common_wifi_questions.md).
  • Agent correctly explained that a combined SSID is best for mesh systems (aligns with KB guidance).
  • No verification of fix was performed — agent did not ask customer to run post-change speed test or confirm stability.
  • Call ended abruptly without recap, confirmation of understanding, or clear next step.
  • No case number, warranty status, or escalation path discussed despite pre-call script mentioning paid support.
Positive Highlights
  • Correctly identified product model (MX5300) early in call.
  • Provided accurate technical guidance: changing 2.4 GHz channel to 11 is valid troubleshooting step for interference/low throughput (adjacent_common_wifi_questions.md).
  • Correctly advised maintaining combined SSID for optimal mesh performance (KB-aligned).
  • Successfully guided customer through accessing web interface and navigating to Wi-Fi settings.
Agent Errors / Gaps
  • Failed to verify resolution: did not confirm if channel change improved throughput or stabilized backhaul.
  • Poor communication: lacked empathy, unclear phrasing, and failed to summarize next steps before ending call.
  • Did not collect or confirm warranty status, case number, or customer contact details (protocol violation).
  • Did not provide clear operational closure path — no follow-up, escalation, or self-help resource offered beyond single step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; only suggested changing the 2.4GHz channel to 11 and said to 'observe the connection' without confirmation of fix.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided the customer to change the 2.4GHz channel, which is a relevant troubleshooting step for interference, but skipped reboot, firmware check, and backhaul diagnostics.
R3 Partially Met Correct resolution path conf 80%
Agent advised focusing on 2.4GHz for the tablet and suggested a channel change, which is appropriate, but failed to assess firmware or hardware health before giving advice.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent eventually identified the tablet's reliance on 2.4GHz and suggested a channel change, but initially failed to clarify the problem and asked redundant questions.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use any diagnostic tools (e.g., speed test, firmware check, remote access) and relied solely on verbal instructions without verification.
T3 Partially Met No misinformation conf 85%
Agent correctly advised that mesh works best with unified SSID and suggested a valid channel (11), but confused the customer with unclear references to 'CA' button.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent attempted to guide the interaction but used disjointed phrasing ('Okay, good enough. Continued?') and lost focus multiple times.
C2 Partially Met Confirmed understanding conf 85%
Agent used some jargon ('CI button', 'bandwidth 2.4, 5 and 6') but eventually adapted by walking through channel change steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and attempted to help but did not fully own the issue—offered minimal steps and did not commit to follow-up.
O2 Partially Met Proactive follow-through conf 80%
Agent set a next step (change to channel 11 and observe), but provided no timeline or plan for further action if unresolved.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Customer reported recurring backhaul disconnection and unstable mesh performance—valid escalation trigger per KB, but agent did not offer escalation.
E2 Not Met Escalation prep & handoff conf 95%
No escalation was executed, so critical details (correct team, findings, next action) were not provided.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite but showed no empathy for frustration; did not acknowledge repeated effort or difficulty.
X2 Partially Met Tone & rapport conf 85%
Agent adjusted slightly by walking through steps but used confusing phrasing ('click the to be able to do that') causing customer confusion.
X3 Not Met Overall experience conf 90%
Customer had to repeat the problem multiple times; agent did not reduce effort by using tools or summarizing steps clearly.
Call Transcript19 turns · 21 lines
Speaker 2
Welcome to Linksys 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 by visiting register.linksys.com. Please have your device serial number ready, for assistance. Press one now. For out-of-warm warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal nonrefundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com.
00:00
Speaker 1
Yes, my name is Harold. I have a Linksys mesh router system, the MX5300. And I have a quick question. It's a mesh router. There's a 5.2 and 2.4. And then there's also a 5.2 channel for communication back and forth between the two routers. Is that correct? So every day, it loses that back channel. I don't know why. and I have to go back into the home page and hit C and a to establish that connection again. Is there Is there something that needs to be saved so that it doesn't do that? Okay. So you have you have a 5.2 band and a 2.4 band on your router. and then there's a 5.2 band, I guess, that communicates between the two mesh routers, correct? I have two routers, a master and a slave.
01:00
Speaker 2
Wait, wait, hold on. I'm not sure I understand, one more time. What's the problem? I'm going to get to mesh, right? What do you mean? How many nodes you have in total? Okay, good enough. Continued?
02:00
Speaker 1
[silence] Hello. [silence] So [silence] you [silence] you [silence] you go through the process of [silence] of [silence] uh [silence] [silence] configuring the second slave router [silence] or the [silence] the second router to the master router. [silence] Okay. [silence] And [silence] there's a [silence] C [silence] A [silence] button [silence] that you have to push on [silence] on the home screen, [silence] on your [silence] your laptop [silence] and that [silence] that establishes the connection between the [silence] the two routers. [silence] Okay. [silence] [silence] Every once in a while that [silence] connection goes away. [silence] And now, all of a sudden, [silence] when I'm in a far distance away, [silence] I'm using the 2.4 and [silence] on the tablet, it keeps [silence] getting [silence] uh [silence] trying to resume. [silence] Trying to resume. [silence] [silence] Okay. [silence] I want to know [silence] if there's something I [silence] I need [silence] to [silence] additionally [silence] set up [silence] on the router [silence] to keep that [silence] C [silence] A [silence] You can't do that. So, the, the two five, I've got two 5.2 channels and they're both named the same.
03:00
Speaker 2
I see. Um, so with regard to that, you can't, you can't do that. You can't, I mean, every time you log in to the web settings, you'll need to click the CA. However, that does not mean that it will separate or you cannot use the 5 gigahertz too. It's a backup of your 5 gigahertz one. It does not do that. Everything on the settings will remain the same. The purpose of that CA is for you to configure the settings of that or the channel or settings, security mode, something like that, on your Wi-Fi settings. But it does not separate it unless you name it different from the 5 gigahertz one.
04:00
Speaker 1
Are you telling me I shouldn't do that? Are you telling me that it those two should be named the same? You guess I don't understand but I'm not gonna just let me try to do some searching on the web then. I I don't know what else I can do.
05:00
Speaker 2
No. The mesh will work better if it's on combined network. So if they're using the same name, same password, it's best for your mesh to have that settings or set up. Correct. And that every time the the connection of the 5 gigahertz one, um have trouble connecting to the um internet, then it will jump to 5 gigahertz two, so that you'll have a better Wi-Fi signal strength or connection. Right. Instead of that, tell me about
05:00
Speaker 1
Okay, I all right. I have a, I have a mesh router in my, where my internet connection comes into the house. Okay, I have another mesh router halfway in the middle of my home. And about 30 ft away, I have a tablet set up to be able to connect to the 2.4 megahertz because that's its limitation. And then every once in a while on that tablet, when we're streaming a video from Fox News or CNN or and you know, whatever, all of a sudden the screen stops, the video and audio stop, and it says attempting to resume streaming, okay? I've done some checking with my.
06:00
Speaker 2
like is it dropping or or are you just worrying about the CA but because if that's the case don't worry about that.
06:00
Speaker 1
mobile phone to see the, uh, the Wi-Fi signal strength and it's good. But when I do a, a test, um, to check that channel, that 2.4 megahertz, the data rate goes down to about 14 or 15, uh, megabits per second instead of being in the 130 to 140. And when I go to the webpage for my Link Sys router, um, 192.168.1.1 and I'm looking at the the screen page, I only, under Wi-Fi settings, I'll only see two instead of three channels there. And I don't understand why. And then I have to push the C A button and that third channel comes back up. You're telling me I don't need to push that C A button?
07:00
Speaker 2
You do need to push that CI button if you want to configure the settings.
07:00
Speaker 1
That is, that is correct. It's coming from the a channel issue to the tablet? Yeah. Yes.
08:00
Speaker 2
the Wi-Fi setting of your bandwidth, 2.4, 5 and 6, or no, 5 GHz, sorry. But yeah, regarding with your problem, you are saying that you have a tablet that only support 2.4, correct? And so the, the, so the 5 MHz does not have something, something to do with your tablet then. So you need to focus on the 2.4. It could be a channel issue of the 2.4. No, wait, wait, you lost me there. So, um, on the router, there's 2.4, 5, one and 5, too. So currently, your, your tablet only support, I mean, your tablet only support 2.4. So you need to focus on the 2.4 bandwidth. Maybe the channel is not good. So you have to set
08:00
Speaker 1
I'm trying to think around it but that channel, but you need to wait and say, huck, so where do I change the channel in on the Wi-Fi settings of the router? can you watch? I'm. CA is not CA is not available right now. yes I am on wi-Fi Settings. I see the two i see it. which channel? says auto
09:00
Speaker 2
set that to a different channel maybe set it to channel 11 but you need to click the to be able to do that without clicking the to say you cannot change the channel manually in your mesh node you need to log into the web settings so where you see um okay just click CA and maybe it's gone okay it's it's probably already clicked so go to Wi-Fi settings Wi-Fi settings the router settings okay you see channel 2.4 gigahertz what's the channel right now.
09:00
Speaker 1
All right, so, it says you're updating Wi-Fi settings, hit yes, correct? Your router is applying channel change, channel action form may cause devices temporarily lose connectivity, this may take a few minutes, please... Okay. Channel 11, is that the best channel usually? Okay. All right. And what about, um, channel width? Leave that at auto? Okay. Okay. We'll see how that, how that works.
10:00
Speaker 2
okay you can set that to eleven just click the drop down arrow set to eleven observe the connection after that if it if it still are the same then try another channel mhm yeah usually yes mhm yeah do not do you want to do something on that channel with just a bit odd mhm all right uh you a body question anything else i can help you
10:00
Speaker 1
That's it, thank you very much for your help. You have a good day, thank you. [silence]
11:00
Speaker 2
So much for come. Yeah. Problem. Give us so back, okay? Okay, then. Mm. Bye-bye.
11:00