V2 Rubric Detail — 11e2ba40-637e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 21:07
Duration
42m 14s
Contact
Fabiola Vega
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132684
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Presales Inquiry.
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp0.00/5
Overall30.8% (-15.2)

V2 Grader Summary

The agent failed to resolve the customer’s spotty Wi-Fi and camera connectivity issues, skipped essential troubleshooting steps, and defaulted to a sales recommendation without providing best-effort support for the out-of-warranty device. Despite accurate technical facts, the lack of empathy, clear next steps, and tool usage resulted in an unresolved outcome with high customer effort.

V1 Case Analysis

Customer reports spotty Wi-Fi causing camera disconnects in a room >30 ft from MR9000 router. Agent confirmed out-of-warranty status, suggested possible channel/firmware issues, and recommended purchasing a new MR7350 mesh router. No troubleshooting performed; customer to consider new hardware.

Troubleshooting Steps
  • Asked about camera locations and distance from router.
  • Checked warranty status via serial number lookup (stated out of warranty).
  • Suggested possible channel or firmware issue (without verification).
Key Observations
  • Agent did not perform any concrete Wi-Fi troubleshooting (no signal scan, channel change, reboot, or firmware verification).
  • Provided inaccurate technical information: claimed no firmware updates exist and that the MR9000 is a Wi-Fi 5 device (it is Wi-Fi 6).
  • Pushed paid support and hardware replacement without exhausting free troubleshooting steps.
  • Communication was fragmented with many silences and unclear instructions.
Positive Highlights
  • Collected customer's name and attempted to obtain model/serial information.
  • Provided basic information about router capabilities (tri-band, device capacity).
  • Offered to email product details for the suggested MR7350 mesh router.
Agent Errors / Gaps
  • Failed to follow a structured troubleshooting flow for Wi-Fi connectivity.
  • Gave incorrect statements about firmware availability and Wi-Fi standard (MR9000 is Wi-Fi 6, not Wi-Fi 5).
  • Did not verify warranty status through system tools before stating out-of-warranty.
  • Did not set a clear next-step or schedule a callback after offering a hardware solution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the spotty Wi-Fi or camera connectivity issue; instead suggested a new purchase without resolving the underlying problem.
R2 Not Met Diagnostic thoroughness conf 90%
Only asked about distance and router LED color; skipped essential troubleshooting like power cycling, checking band steering, or firmware status.
R3 Not Met Correct resolution path conf 90%
For an out-of-warranty device, agent should have offered best-effort troubleshooting (e.g., band separation, channel change) but instead defaulted to paid support and upsell.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (spotty Wi-Fi, camera disconnect) and asked about distance and LED status, but failed to pursue root cause like interference or band steering.
T2 Not Met Appropriate tools / resources used conf 90%
Did not access router settings to check firmware, channel, or band configuration — tools were necessary and available but not used.
T3 Met No misinformation conf 95%
Correctly stated MR9000 is Wi-Fi 5 tri-band, supports 25+ devices, and has no further firmware updates — all factually accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Maintained call control but had long silences, repeated questions, and unclear transitions (e.g., jumping from troubleshooting to sales).
C2 Partially Met Confirmed understanding conf 85%
Used simple terms but did not confirm understanding when discussing mesh vs. extender; customer repeatedly asked for clarification.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership by staying on the call, offering to email product info, and not transferring or abandoning the case.
O2 Not Met Proactive follow-through conf 90%
No clear next steps given; only suggested customer 'observe' or 'call back later' — no actionable plan or timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact, so continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent scope but not adequately addressed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No acknowledgment of customer frustration; no empathetic statements despite repeated connectivity issues affecting daily use.
X2 Not Met Tone & rapport conf 90%
Agent maintained a transactional tone and did not adapt to customer’s confusion about mesh vs. extender or setup process.
X3 Not Met Overall experience conf 90%
Customer had to repeat model/serial number; agent did not use available info efficiently, increasing effort.
Call Transcript57 turns · 59 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's serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [ silence ]
00:00
Speaker 1
yes yes I'm coming to I have a question yes the question is I need some how was the wife is just too spotty when I did yeah I can go to a certain point of the apartment. And I was wondering ifuh, if it needs a Wi-Fi receiver or agh, or if it's an issue with tthe, uh, or a Wi-Fi extender. Yes. Okay. Okay. Okay. The, okay, I'll give you the serial number. It's 32 antigua 10 M [silence] 256 [silence] 79LZ N745 6.
10:00
Speaker 2
Can you give me the model number of your linxes rather? So I know which device we're talking here. And the serial number, too. Thank you. Okay. Okay. Okay. 2.
11:00
Speaker 1
2-5-A-0. 8-9-5-0. And the model number, which is what, where it says Mack? No. Where it says, W-P-S. RMS 9000. Hmm. Let me see. Wow. That's the thing that I don't know, is that the deadspot.
12:00
Speaker 2
[silence] No, that's not right. No, I think I got the model number. It's MR-9000. [silence] All right. So, your question is that, uh, you're asking if you need an extender for this, right? Like, is it, is it, is there like a dead spot in your home? [silence]
12:00
Speaker 1
bought because if I okay because I want I want to I've installed two cameras and when I get like to a certain point it's just all staticky so I don't know if it's the Wi-Fi or I mean the router with the issue or uh-huh it's it's in another room you know I don't know to be honest uh I don't know how far I am
13:00
Speaker 2
a hold on so you got two cameras right there connected right now correct only one is connected where is the the other one that's not connected and how far is that from the router can you uh estimate the distance like what's the distance of that from the router of that silence
13:00
Speaker 1
Oh, it's definitely more than 30 ft. I have to pass the kitchen and then I go into the bedroom, to the other bedroom. No, no. I mean that's the new camera that I installed in the other room. I mean my work's fine. Yes, mine works fine, but when I install the other one, it's just off ticket. Or it says internet offline, I mean white size not connected. I don't know what it says. It always keeps saying something about the way. Let me go connect the other one. Hold on, okay?
14:00
Speaker 2
[ Silence ] Just estimate it. Is it 30 ft? or if it's more than. Was it working before in the same location? [ Silence ] Ah, okay. Understood. Let me just check the specs of this one. What's that? Right.
14:00
Speaker 1
Okay hello. Yes. Yes my first name is Fabiola, last name is Vega. First name is Fabiola, F A B I O L A. F. F as in Frank. M as in Mary. L as in love. A as in apple. V as in Victor. E as in Elsa. G as in George. A as in apple. [silence]
17:00
Speaker 2
Yes Hi can I ask your first and last name so I can create a record for you? Um, can you spell that? The first name? S-A-S-A-B-I-O. Oh, okay.
17:00
Speaker 1
E as in apple, B as in boy, I as in ice, O as in Oscar, L as in lemon, A as in apple. Vega, V as in Victor, E as in egg, G as in grape, A as in apple.
18:00
Speaker 2
And the last thing, how to spell that? And what's your email address? And who is your Internet provider? All right.
18:00
Speaker 1
Aww. Blue. Blue. Blue. Yes, all is blue.
19:00
Speaker 2
The light of the router. Light in front. I'm on the top. Which lights? Blue or the blue one? that's right. And if you move the camera closer to the router were you able to connect that camera? have you tried that?
19:00
Speaker 1
Have one camera already. And that's close to the router. But the other camera is on the other side of the... On the opposite side. And I could, I could... It's already connected. Let me see if it works. Oh! Gusto. No. Pero. Never has me done to sierro. Y valen. Do. OK. Well, at the moment, it's fine. yes the other one is connected yes
20:00
Speaker 2
Is that connected? [silence] Oh. And is it in the same location or it's on a different location now? [silence] Is it on the same location or different location now? [silence] The camera, yes. And that's now working, correct? [silence] Oh, okay. [silence] so
21:00
Speaker 1
You know what it doesn't say? I don't know if it's the camera or is it it doesn't give me like a steady connection. Yeah, I don't know what's this. Okay. Mm-hmm. Mm-hmm. Oh.
22:00
Speaker 2
But if that's working right now, then I'm not sure how to help, because it's already working. Maybe we can try to change the channel, something like that. Check the firmware update, it's out of date. However, if I'm going to assist you with this. I checked the serial number you provided, and based on the serial number, it's showing that your router MR9000 is out of warranty. And for out of warranty devices, we charge $15 to assist. Non-refundable. Considering that your router, I mean your camera is now working, so I'm just giving you an idea of what we can do. So, again,
22:00
Speaker 1
because the internet is it's spotty like in the evening like it just kicks me out of like the whole wi-fi like if I'm using it on the phone it kicks me out in the evening is that an issue with the router or is that yes?
23:00
Speaker 2
So you can chase the channel, check the former, something like that. But I think it's working now. So how about you try and observe that for now and if it happened again, you can decide whether you want to call back to do and pay the support. Stop here. [silence] Hello, I know I can I can hear you now,
23:00
Speaker 1
What do you mean by paying the support? You cut off when you said something about support. Oh, hmm.
24:00
Speaker 2
Yeah, what's your plan with this? Do you want to continue and pay the support or do you want to observe it first? oh, I see. Again, your camera is now [silence] we support initial issue that you mentioned is that that [silence] So if you deep the collection or it could be a channel issue or a firmware problem or the firmware of this I think that there's no available firmware for this model and no problem.
24:00
Speaker 1
Mm-hmm. Is there any way like for, for an ext, for an extender then? Mm-hmm. How many cameras can this Wi-Fi hold? Or is it capable of holding?
25:00
Speaker 2
Oh. No future update for this model no more. Okay, so what's your decision with this? You wanna proceed and troubleshoot the router or you wanna observe it for now and decide later if you wanna do the paid paid support? no. There there is actually since your router is MR 9000. Ah, it it would be best if you if you uh pair that with another mesh router. which we can try to check in Amazon if they're selling mesh routers.
25:00
Speaker 1
Or devices should I say. Yes. Okay. All working at the same time? Ah, okay. Okay. Now do you know what kind of Wi-Fi I have? Because the camera that I want to install, it says 2.5 Wi-Fi. Is my compatible, the router compatible or the Wi-Fi is compatible with that?
26:00
Speaker 2
the devices, it should be devices. So, it can, it can handle, um, 25 plus devices. And all working at the same time. Yes. Hmm. Yeah, it's a Wi-Fi 5 router. Coverage is 3,000 sqft and it's a tri-band.
26:00
Speaker 1
Yeah. [silence] Mhm. Okay.
27:00
Speaker 2
It should be. if it's a tri band it has 2.4 5 gigahertz 1 and 5 gigahertz 2. But if your camera does not support Wi-Fi network then you can you can set a 2.4 name and then a 5 gigahertz so that your camera can connect to a 2.4 only because right now I think the router Wi-Fi are currently combined they all together and regarding with the extender though. uh let's see
27:00
Speaker 1
[silence] Uh-huh. Uh-huh. Okay.
28:00
Speaker 2
There is a Wi-Fi mesh router. It's a Wi-Fi 6 model number MR7350 that's available in Amazon, so that's still 25 plus devices. So, combined together, that's 150. And a good thing is that it will be on the same network as your MR9000 and they will share the same name, same password, same network. If you get an extender, you can also do that, but the difference is that they're gonna work in the same network. They'll be in a separate network.
28:00
Speaker 1
Mm-hmm. Okay. How much does that mesh one cost? The one that you say that I use for the, it's the same thing, but it's just the mesh, as you say. The one that I buy on Amazon? Mm-hmm. Oh. [silence]
29:00
Speaker 2
So what is your plan? So there, for a brand new one, that's $84.99. But for a renewed rather, that's $39.77. It's the same router, but the other one is a renewed, the The other one is brand new. So for a renewed router, it the warranty for return for 90 days, and free support 4 90 days. [silence]
29:00
Speaker 1
[silence] Can I have an can I can I received an a email with that mesh Well one the one that you said the first one Can I have an email with the serial number well how to buy it actually [silence] Okay Okay [silence]
30:00
Speaker 2
[silence] That's one year, price support for one year and if device has proven defective in one year, uh we will do something about it for your refund or replacement. Depends. there's uh [silence] it it's only the the model number. Hm. so [silence] they they are the same they are the same model number but the other one is renewed, the other one is brand new. So the other one is used and the other one is [silence] brand new.
30:00
Speaker 1
okay
31:00
Speaker 2
. So which one? Uh, same model number, MR-7350. I think, it's kind of smaller with two antennas. I think you'll have four antennas. I'm not sure, uh, forget. Or antenna. Yeah, this one, I'll only have two antennas. And it looks small. Yeah, you can connect this wirelessly or wired. So you have two options to connect. As long as it's a mesh, um, same model or same brand.
31:00
Speaker 1
[DOWNWEIGHT] Okay and how would I do that when it when it if it's when it when it when it when it when it when it when it um wirelessly, how would I or where do I put it actually? I mean more specific. Uh huh. Um we could put. Okay, because per seep, I want to put it in the living room, but the other camera is in another room. Is that fine as long as as long as it's 30 feet?
32:00
Speaker 2
I have tapped mesh this could work it comes with a mess you have to put it the set it up here and it needs to be three to five feet and once it's Oh it's set up you can move it to where you want it to be ideally at least 30 feet away from the the other mesh router which is your MR9000 and that will expand the Wi-Fi of your MR9000
32:00
Speaker 1
away from the router? okay okay okay so it would be a link
33:00
Speaker 2
No, I mean, router to router, 30 feet, it should be at least 30 feet. Or daily, 30 feet. But devices to router, uh, I guess 30 feet is good as well. Yeah, that's fine. You can connect your camera to the Wi-Fi, and that will be stable. But if you have a hard time setting it up, you can call the same number. We can help you with the store without charging you, because it's going to be in warranty. Just provide the receipt so that they can apply for warranty, based on the date of the purchase.
33:00
Speaker 1
router, correct? Okay. Link. router. Mesh. Correct or no? Okay. mesh, six. Uh, okay. I have link. Mesh. router. And then what else? Okay. Oh. Yes, please do. Much better.
34:00
Speaker 2
Yes, Linksys, yeah, Linksys router model number MR7350. Yeah, Linksys Mesh Wi-Fi 6 router dual band. Dual band. I can email it to you. All right, let me just copy this and send it to your email.
34:00
Speaker 1
okay okay okay this goes on the table correct this this one goes on the table like on top
36:00
Speaker 2
All right, that's not. Hmm. Hmm, what was that? No. Uh, I think so, but I'm not sure.
36:00
Speaker 1
[KEEP_UNCERTAIN] [silence] [silence] Yeah, cuz it cuz it looks it looks like the one that I have just just only with two antenna. Mhm. Mhm. Mhm. Yeah. No, I I could. [silence] Okay. Uh Uh Oh, okay. Yeah, I thought. Okay, I'm because I was looking for something that I could, you know, like plug it in. Something small. [silence]
37:00
Speaker 2
I'm not too sure, it's edited, so I'm not sure. All right, it does really look like the one that you have there with only two one tenants. So if it's on a table, I'm not sure. Maybe, but I can't tell. It said it, but we can try it, a different model, I have it all. If you want.
37:00
Speaker 1
Hi. U-unhuh. Yeah.
38:00
Speaker 2
Let's see. There is one here it. But it looks like a tower. It's a white one looks like a tower. And it's a mesh router. Regarding the size, I'm not sure. Would you like this one? Would you like to get the model number? But if you really want like a small device, then go. Transcribe this audio from the right channel.
38:00
Speaker 1
Okay. Well, will that change... is everything going to be the same password and everything or is it going to be different? Oh, it's going to be totally different. Um... Gosh, um... Huh... and you say it's like a tower, right? Um-hm. [silence]
39:00
Speaker 2
with the range extender instead. Range extenders are smaller compared to routers. Mhm. Well, different. It's not a mesh router. It's going to be different. Mhm. Hmm. It looks like a tower. Yeah, it's a white one. Actually, let me send it to you. But there's no... I tried to find one that's only one tower. [silence]
39:00
Speaker 1
Right. Which ones are the ones that they connect directly to the power outlet? Like a little small one. It's like a square with two antennas. What are those for? And what is this? What does that do? Does that. Do I have to do different password and different everything? Or does it like, does it still, can I still still use the same thing? The same.
40:00
Speaker 2
This one hereAvailability is Two TowersTwo Towers but renewed so meaning it used not brand new Those range extenders for this one it's going to be on.
40:00
Speaker 1
Oh. I see. Mhm. Okay. Uh, then I'll give you guys a call back. To see. Uh, because then I have to put this one in another room. Correct. Yeah. I would. Okay. All right. Well, then I'll see, and if, and if I get this one, the one, the first one, uh. I'll give you guys a call back. Yeah. Mhm. Um, no, I think that's it. Yeah.
41:00
Speaker 2
Like, their friend, name, their friend, password, so that you can recognize which is which. Correct, yes. All right, well, it sounds like a plan. You have other questions? [silence]
41:00
Speaker 1
Okay. Oh, okay. Thank you. Thank you very much. Thank you too. Bye.
42:00
Speaker 2
All right. You have a nice day, and bye for now. Thank you so much. Thank you. Take care. Bye-bye.
42:00