V2 Rubric Detail — 0c4bcb94-6f59-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-23 23:12
Duration
33m 49s
Contact
Daniel
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00134529
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350_5GHz network is not broadcasting
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication0.00/5
Ownership1.79/5
EscalationN/A
Customer Exp1.07/5
Overall21.5% (-0.5)

V2 Grader Summary

The agent attempted to resolve the issue via remote access but failed to complete the SSID separation, skipped essential diagnostics, and provided unclear guidance. Despite ownership of the case, poor communication and lack of follow-through resulted in an unresolved outcome with no next steps, constituting an ownership gap.

V1 Case Analysis

Customer requested separate 2.4 GHz SSID while keeping 5 GHz and 6 GHz on the same name for MBE70. Agent attempted unauthorized remote session via Zoho, did not provide correct local UI steps, and failed to verify changes. No resolution achieved.

Troubleshooting Steps
  • Attempted to initiate remote session via unauthorized Zoho tool
  • Discussed topology and cable lengths
  • Asked for router admin password
Key Observations
  • Agent used unauthorized remote-support tool (Zoho) instead of Linksys-approved methods, violating support protocol.
  • No correct steps were provided for accessing the local web interface or disabling Quick Setup to enable per-band SSID configuration, as outlined in the KB (linksys_now_wifi_settings.md).
  • Agent failed to verify whether any configuration change was applied or successful.
  • Call lacked proper troubleshooting flow and ended without a clear next-step plan.
  • Agent did not collect or confirm product serial number or warranty status, though model was identified as MBE70.
Positive Highlights
  • Agent restated the customer's goal (separate 2.4 GHz SSID) clearly [04:00].
  • Agent asked for router admin password before attempting changes [19:00].
  • Agent acknowledged potential interference from closely placed nodes [31:00].
Agent Errors / Gaps
  • Used unauthorized remote-support tool (Zoho) instead of Linksys-approved methods [11:00].
  • Failed to provide correct steps to access local web interface (http://192.168.1.1 or http://myrouter.info) for SSID separation [10:00–11:00].
  • Did not guide customer to disable Quick Setup in Incredible-WiFi settings to enable per-band SSID configuration, as required by the KB [23:00].
  • Did not verify whether SSID change was applied or successful [27:00].
  • Did not collect or confirm product serial number or warranty status, though model was identified [02:00].
  • Ended call without confirming resolution or providing a clear next-step plan [33:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends without confirmation that SSID separation was completed or that the customer's goal was achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent initiated remote access and attempted to navigate settings, but skipped standard diagnostics like verifying model, firmware, or current WiFi configuration.
R3 Not Met Correct resolution path conf 90%
Agent proceeded directly to third-party remote tool without first attempting self-service steps or confirming device eligibility, violating best-practice troubleshooting sequence.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to ask key diagnostic questions (e.g., model number, current SSID setup, firmware version) and misidentified the customer's intent early in the call.
T2 Partially Met Appropriate tools / resources used conf 80%
Used third-party remote tool (Zoho) which allowed screen access, but did not use Linksys-specific tools like web UI guidance or firmware check; tool use was partially appropriate but not optimal.
T3 Partially Met No misinformation conf 80%
General statements about band capabilities and interference are accurate, but agent provided unclear and incomplete instructions for changing SSID per band.
Communication
C1 Not Met Clear & professional language conf 90%
Frequent silences, loss of conversational thread, and failure to maintain control during customer interruptions indicate poor call management.
C2 Not Met Confirmed understanding conf 90%
Used technical terms like 'topology' and 'band separation' without checking understanding; did not adapt to customer's confusion or simplify language.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on the case and attempted resolution rather than transferring, but abandoned troubleshooting before completion.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up plan was established before call ended.
O3 Partially Met Closure confirmation conf 75%
Mentioned prior escalation but did not reference any specific findings or steps from previous interaction to avoid repetition.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and the issue did not clearly require escalation beyond L1 support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Offered brief acknowledgments ('I appreciate that') but remained procedural; no genuine empathy for customer's frustration or effort.
X2 Not Met Tone & rapport conf 90%
Repeated instructions without verifying comprehension; failed to adjust pace or tone despite customer's evident confusion and interruptions.
X3 Not Met Overall experience conf 90%
Introduced unnecessary complexity by requiring third-party software download instead of guiding through standard web interface steps.
Call Transcript43 turns · 52 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we
00:00
Speaker 2
[KEEP_UNCERTAIN] Yes hi, just one little second please Yes hi hi Right, give me one, one little second here I'm just approaching I'm just approaching where he is right now, yeah, I knew we would begin from three to four and um, so here we are Just give me one second one second, one second Look Okay, okay, okay Lynx Okay, they're- they're coming right now.
00:00
Speaker 1
Hello this is Eric from linksys customer assurance team. Am I speaking with Dan share? Okay Hello Dan thank you for answering my call and can you hear me okay on the line? Thank you. By the way this call is recorded for quality assurance purposes. And uh then I'm here to do follow up regarding the case that was escalated to our level two department regarding your linksys MBE70 device. And may we ask if is this the best time for us to discuss and troubleshoot your device concern? Thank you. Uh uh by the way uh by the way uh Dan please bear with me because uh I am
01:00
Speaker 2
Hello? Yes, this is him. [silence] Yeah, I can hear you fine. Yeah. Mm-hm. Okay. Yes. Excuse me, but you won't like your contribution. Yes.
01:00
Speaker 1
Okay, that's great. Okay. uh, that's better. Okay? So, the issue here is, you wanted to check the wireless settings of your device, am I correct? Is that your concern? Uh, okay. So, I see. so, so you wanted instead to have different names for your 2.4 and 5 and six gigahertz ssid. Am I correct?
02:00
Speaker 2
No, no, I'm right next to the phone. Yeah, no, I didn't want to change the settings. I just wanted to make sure that the, um, Deacon Ignor one that's named on my, my thing was all optimized. The 2.4, the 5G and the 6. Yeah, um,
02:00
Speaker 1
according okay okay okay okay okay okay so then please confirm we will separate the SSID according.
03:00
Speaker 2
well well lets look at some for work I'm looking for this is for other I was just looking at like uh and the um I see.
03:00
Speaker 1
of to 2.4 gigahertz. We'll put a different name for the 2.4 gigahertz band, so we'll just leave your 5 gigahertz and 6 gigahertz on the same SSID. Am I correct? Okay. Okay. Yes. Okay, I appreciate that that's your idea so that you will have a full control with your system because we understand that the 2.4 gigahertz has a lower bandwith compared to the 5 and 6. So that if you want to have more bandwidth, then connect to the 5 gigahertz. But it depends if you have other devices that can detect the 6 gigahertz, okay? Because not all devices are capable of 6 gigahertz, okay? But you may also [silence]
04:00
Speaker 2
Yeah. Yeah. Of the, uh, yeah, of the decent ink ROMANO one, but then move it down and have another one that said decent ink ROMANO 2.4. We can do this. Yeah. Yeah. Hmm. Yes, that's why I want the, that's why I want the six-given hunt and the 5G one in the same five fine SSID. Is that, is that possible? Is that possible? You think that's good? Yeah. Yeah. Yeah. Yeah, and then is there a way you can just keep the two points of the keep the 5g and the 6g on the same network? Yeah, I'm on the same network name and it's already there, which is, yeah. The same name, but also you
04:00
Speaker 1
ah, okay. If you want to really have a proper separation, then we need to change the SSD in terms of the band. Like we understand already to 2.4, so we'll add 2.4 gigs, so that that's your your way of identifying. hmm, okay. Uh, I got lost. Uh, it will be separate, not the same anymore. Okay, so let us say you have like smart devices, like, uh, IoT devices, they usually connect to the 2.4 because those smart devices don't really require high bandwidth. They just need to have more range.
06:00
Speaker 2
separate them out you can't do them all in one and then just segregate the 2.4 gig out with a similar name and the one gig run yeah and we can use it on the same network the same SSID networks correct okay that's fine you
06:00
Speaker 1
range because the 2.4 has a longer range, that's where you will connect those smart devices, smart switches, smart lights, like, uh, doorbells, those are the things that you need to connect. But if you have like smart TV, your computer, your mobile phone that can detect the 5 gigahertz or the 6 gigaherts, then you can connect them to, uh, higher, uh, bandwidth, uh, bands, like the five and or the six. So, just to finalize. The ones that we only need to change is the 2.4 gigahertz. The rest, the 5 gigahertz and the 6 gigahertz band are named the same. Correct? Okay. Uh, don't worry. We'll be able to properly change it together later on, okay? Okay. So, we have two ways.
07:00
Speaker 2
[silence] [silence] Okay. [silence] You can pay it. [silence] It's happy to describe him [silence] [silence] [silence] [silence] Okay. [silence] Yeah. [silence] Yeah. [silence] Yeah. [silence] What is the name of those that you see? [
07:00
Speaker 1
to do the troubleshooting here. Then we can either do it in two ways. The first one is it's a conventional way, or this is our normal troubleshooting. We're in. I'll be the one to provide you the steps. You follow my lead so that we can do it together. Okay? Or, the second option here is I could use our third-party software, though it's not from Linksys, but that software enables me to access your computer remotely, of course, with your permission. In that way, it will be a lot easier and faster for us to be in the same page for us to do the troubleshooting and work around. Thank you, okay? So may I ask what computer are we using? Is it a laptop computer or a desktop computer? Okay. Thank you. Okay. So this desktop computer
08:00
Speaker 2
It's a desktop computer from HP elite mini.
08:00
Speaker 1
Is this capable to be connected wired and also wireless? Well, that's great. That's great. So, uh, that would be great computer because since I'm going to do remote access, if you're connected wired to your router, we'll maintain the connectivity to the internet. I will not be disconnected while we're changing the wireless settings. Okay? And later on, Okay. Uh, yes, for the purpose only for this remote access, so that we will not get disconnected. I see. So, our goal here is we will separate the 2.4 gigahertz band of your router, because you have a tri-band router. It broadcasts 2.4 gigahertz, 5 gigahertz and 6 gigahertz simultaneously. So, as what we agreed, for you to have a full control and you need to connect the smart devices, then you will connect them to the 2.4 gigahertz that we will be separating later on. We'll add a 2.4 gigahertz on your existing name. Okay? Then, [silence] I see. Thank you. So, we will go to a website. Zoho Zulu.com Z for Zulu for Oscar, H for hotel, O for Oscar. Did you type on the UR join.zoho.com? Okay. Then you should be prompt then with the session ID, because we have a secure connection. The session ID.
09:00
Speaker 2
join.joinc.com S-O-H-O C? And see, that's right. And see, that's not secure Y-Y-Y-Y-Y-Y-Y-Y-Y-E-S. Yeah, this right there. That's point point point Oh, there it is here, I found it. [silence]
11:00
Speaker 1
The session, are you prompted with the session ID? Because the session ID is a secure, secure line of connection and that will time out. Okay. Thank you. That's 172 082, then 298. You got it all correctly and please type in your name, then click on join. Yes. Then, after you uh, downloaded it, then look for that file on your download folder, then run that file.
12:00
Speaker 2
ooh, assist. That was that was it's gonna be right here. There you go. Now I found it. Yeah, please Google it, okay. Yes, it gets on ID. Yes, I got a session ID. Yes, 17 2082 OK, so 172 082 298. OK, agree to download.
12:00
Speaker 1
then please do . grant full access thank you okay thank you I'm now seeing your screen so let me proceed okay I'll now proceed and checking the connection. Okay, I'll check your word connectivity for now, okay?
13:00
Speaker 2
this one and this one. No, it doesn't. No, it doesn't. It just extends the thing over there. Yeah. So it's just a big- So then, then, then, then you're- I'm not arguing, I'm telling you how they work. These are a boosters. These are extending. It doesn't, it doesn't make the Wi-Fi stronger. It just extends all your other devices. And if you have the higher range, then they're all the same. If you can split into higher speeds, you have the highest up area in the room, it gives you that one, right? It's, it's not a booster, it's not a Wi-Fi range extender. Yeah. So, the range is only the range you get. Got it. If it's higher numbers because it's not from my spot, and the member coming off the box, and it's higher numbers, then, everything's standing for the S. No. And you using it, it's
17:00
Speaker 1
then I'll be accessing the setup page of your device now. Okay, thank you. may ask for your help may ask you type in your router administrator password that's okay yeah thank you thank you logging in thank you for typing in your right password you can label that as your router administrator
18:00
Speaker 2
Yes. Yes. Yeah, I, I'm hoping that it, uh, I, I changed the password and I'm hoping that works. Um, if not, we'll put in the original. Can you put that in there for me? Okay, try that.
19:00
Speaker 1
is that your router administrator password for us to access the web interface? Thank you. Let me proceed.
20:00
Speaker 2
okay. okay. Yeah. No, Eric. or the magnets. all right. pop. please stop. That's the tutor.
20:00
Speaker 1
Yes. Oh, I see. I appreciate that. Thank you. Uh, cuz I'm actually, uh, documenting it and checking. I appreciate your help. Thank you. And that's the latest. Thank you so much for updating the frame here. Okay. Yes. Okay. Okay. Okay.
22:00
Speaker 2
I did manage to update the firmware to the latest uh Oh, well. Yeah. uh No Eric Okay. Don't touch. No. Don't touch. Eric. I'm sorry. Nothing from your side. Yeah, we have issues on this one. Automated Tab. Eric? Yeah.
22:00
Speaker 1
Yep. Okay, so then I will now be going to the Wi-Fi. Okay?
23:00
Speaker 2
Don't test. Stepping on my foot. Okay. Great. Good We're here. Just watch. Where it [silence] Where it is? Replicated. There. Just stop talking here. Anything? You know, you know. No, stop. [silence]
23:00
Speaker 1
Is this your name? DC, Lynn, Ramona. Okay. Okay. Okay, thank you for providing me your network. So let me just check your topology, okay? Because when I access the setup page of your router earlier, it's not yet configured, okay? So I'll be setting this one up with your Ced link ramona, okay? Same name later on, okay? But that's what we agreed with earlier. So since this is a 2.4, I'll be adding like [silence]
26:00
Speaker 2
Okay, we have two two networks. I know what I'm saying. Yeah, two networks. Uh, and the one is the micro seven, and one is is in a router with in a bridge mode. And the second network is also it's a LN 1100 micro six. And that's also in bridge homes. It's not micro seven. It's wrong. That's I lost. Seven. Okay. Yeah. Okay.
27:00
Speaker 1
Um, 2.4 gigahertz just like an example here, okay? Like I'll be putting here like DC, uh, link, capital L for the link. Am I correct with this one? So, so this will be for the 2.4 GHz of this router. Okay. So this is the one that...okay, so this is for So I understand that you have, you have, uh, other devices here. So if I'll get your topology, so from your ISP modem, you have your main router and which is your main router? Is this, this MVE 70?
28:00
Speaker 2
Okay.
28:00
Speaker 1
This is your main router? Because the others are in bridge mode. Okay. Thank you. So M BT 70 then to uh you mentioned what LN 1100 earlier. Right. It's in bridge mode. Okay. So is it is it connected to a switch or connected directly to the LAN port of your MB 70? Ethernet and is it going directly to the MB 70 LAN port or is there a switch in between? Uh okay. I see. Thank you. And
29:00
Speaker 2
W Well, yes. Yes. Which one is NCG? Yes. The, the L. N 1100 is is connected via a Ethernet cable. Hardwired. No, it's going directly to. The L. N 1100 Micro 6, uh, is is hardwired to the to the NV 70. Yeah. And the same with the, uh, the L. N 1600 Micro 7 system as well. That's [laughter]
29:00
Speaker 1
I see. I appreciate that. So, let me double-check. So, you have like a long customized cable that's connecting them, correct? 50 ft, thank you. Let me double-check. I might uh misheard you. So, for the Len 1100 wired directly to the MVE 70 LAN and it is in bridge. The customized cable is about 50 ft long. Am I correct? Thank you. And for the LN 1600, why
30:00
Speaker 2
hard-wired to the mb70. Uh, yes, the Micro-7 bridge is only maybe two feet, but the the table for the LN-1100 is more like about 50 feet. Yes.
30:00
Speaker 1
[silence] but to the MB 70 LAN also in bridge mode is the the customized cable is 20 feet? did I heard you correctly or 12 feet? Oh, two feet not 20 feet as what I imagined. Oh, I see. Um [silence] um I'll set your expectations right now Dan and uh team that if we have two access points broadcasting, okay, and they're very close proximity, especially two feet, they overlap their signal and which cause interference and if you are a client device going to connect on that overlap signal, you'll be subjected to a noisy environment. That's the reason why if you have like cases of issue with wireless connectivity like because not all modems are dedicated modems. Other modems have a hub [silence]
31:00
Speaker 2
Goofy. Oops. Yes.
31:00
Speaker 1
Modems are combo, like all in one, modems that are router plus modem plus wireless capability in one. And with our other cases, we ask them to turn off the Wi-Fi of their modem if they want, if they have this length of cable only, unless if there's like a long internet cable that separates them, then it's okay. You can cascade them. Because even though in bridge, [silence]
32:00
Speaker 2
Yeah. Okay. Yeah. Well, uh, yeah. Well, this, uh, this system, this L and 1600 is basically three, three nodes, right? And then I And I just set up one as a router, you know. It comes as a router nodes. So, um, yeah, it's physically that first node is is probably about three feet away from the the MB 70.
32:00
Speaker 1
OK, so the normal cable about a meter, OK? So if it's about a three feet then I'll just set your expectations ahead, OK? That with my experience, if you have two devices broadcasting with each other and they're very close proximity, then they're causing wireless overlapping with each other, which causes interference. OK? Just to set your expectations. Yes. I agree with the.
33:00