V2 Rubric Detail — 1e22f730-6c24-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 21:16
Duration
10m 30s
Contact
Jess Sievirts
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134132
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separate 2.4Ghz and 5Ghz

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication1.25/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall24.2% (-11.8)

V2 Grader Summary

The agent failed to resolve the core issue of separating the 2.4 GHz band, provided technically inaccurate information, and performed no real troubleshooting. While a follow-up email was promised, the lack of in-call guidance, repeated customer effort, and absence of empathy resulted in an unresolved, poor-experience interaction.

V1 Case Analysis

Customer unable to see 2.4 GHz SSID on MR-8300 for camera; agent collected model/serial, confirmed warranty expired, provided inaccurate technical guidance, and promised email with steps.

Troubleshooting Steps
  • Collected product model and serial number
  • Checked warranty status in internal system
  • Incorrectly described router as tri-band with multiple 2.4/5 GHz bands
  • Incorrectly stated that configuration must be done via web UI only, not app
Key Observations
  • Agent provided materially false technical description of MR-8300 as tri-band with multiple 2.4/5 GHz bands [01:00].
  • Agent incorrectly stated that the Linksys app cannot be used for configuration [09:00], contrary to KB guidance.
  • No actual steps were given to disable band steering or create separate SSIDs, which is the correct fix per KB.
  • Agent did not verify customer's ability to access web UI or test camera connection.
  • Call ended with open work (email to follow), leaving issue unresolved.
Positive Highlights
  • Collected model number, serial number, and customer email.
  • Identified and communicated that the device is out of warranty and end-of-life.
  • Offered to send follow-up email with instructions, providing a next step.
Agent Errors / Gaps
  • Falsely claimed the MR-8300 is tri-band with 'two 2.4 GHz or two 5 GHz rings' [01:00] - the MR-8300 is dual-band (2.4 GHz + 5 GHz).
  • Incorrectly stated that configuration must be done via web UI and that the Linksys app cannot be used [09:00] - the app supports SSID and band steering configuration per KB.
  • Failed to guide customer through disabling band steering or creating separate 2.4 GHz/5 GHz SSIDs, which is the correct fix per KB.
  • Did not confirm whether the 2.4 GHz band was enabled or visible.
  • Did not verify any changes or test the camera connection.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide actionable steps during the call; only promised an email with instructions.
R2 Not Met Diagnostic thoroughness conf 95%
No actual troubleshooting steps were performed — agent did not guide customer through accessing router settings, checking band steering, or separating SSIDs.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified device as end-of-life and out-of-warranty, but failed to deliver best-effort troubleshooting despite being capable (e.g., guiding to web UI).
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent collected model, serial, and ISP, but did not ask diagnostic questions about current WiFi setup, SSID visibility, or band steering — key for this issue.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent did not attempt remote access, direct the customer to the web UI during the call, or reference KB articles in real time.
T3 Not Met No misinformation conf 95%
Agent gave technically inaccurate explanation: 'two 2.4 GHz or two 5 GHz rings' — MR8300 is 2.4 + 5 + 5 tri-band, not dual 2.4 or dual 5 as implied.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but lost control during name/email verification, causing confusion and repetition.
C2 Not Met Confirmed understanding conf 90%
Used vague, jargon-heavy language (e.g., 'segregate', 'interconnected frequency') without confirming understanding or simplifying for customer.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent took ownership by collecting info and promising follow-up email, but did not attempt resolution during the call.
O2 Met Proactive follow-through conf 95%
Clearly stated next step: 'I will send you an email... within three to five minutes,' setting owner, action, and timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No acknowledgment of customer’s frustration or effort; no empathetic statements despite customer expressing confusion and age-related difficulty.
X2 Not Met Tone & rapport conf 90%
Agent used a one-size-fits-all tone, did not adjust pace or simplify explanations, and ignored customer’s cues of confusion.
X3 Not Met Overall experience conf 95%
Customer repeated name, email, model, and serial multiple times due to agent errors in transcription and verification.
Call Transcript20 turns · 21 lines
Speaker 1
Yes, uh, I bought this uh Router some time ago, but never used it because they told me that's where the problem was and it wasn't. Uh, and I'm just now setting it up.
00:00
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 1 now. For out of warranty products, paid support may be available. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hi, thank you for calling Linksys technical support. My name is Dylan. How can I help you today?
00:00
Speaker 1
It says it's a tri band mesh Wi-Fi router, but I need to, what I'm hooking to needs to be at 2.4 GHz. And I don't see that as an option. Can you tell me... [silence] Okay.
01:00
Speaker 2
Yes, uh? Uh? Uh? Uh? Uh? I know, uh, by default, the frequency bands like 2.4 5 gigahertz and 6 gigahertz are interconnected. If you say that it's tri-band, it's either... it consists of two... 2.4 gigahertz or two 5 gigahertz rings. For example, you got 2.4 5 gigahertz 1 5 gigahertz 2 or either 2.4 gigahertz 5 gigahertz or 6 gigahertz. It depends on the model. But by default, they are interconnected and is in one network. So, in order for you to separate it, you need to change the Wi-Fi? basic setting inside your access point. Yeah, correct. Since you are inside a different frequency. So, basically, you need to segregate it. If you wanted to segregate it, what you can do is just change the default. So, it will make it faster on your end since you are in your wired connection and then, look at... the basic tab. The basic tab make, make, oh, follow the one, two, three, four.
01:00
Speaker 1
i i looked at i looked at i looked at the i looked at the options i have i downloaded the you know that i my previous the router the other router i'm still using it has those separated out already but and i looked at tried to reconfigure it i did change the name uh but i can't see how i can split those up um anyway haha because i'm old
02:00
Speaker 2
Hmm... Uh-huh. With your old router, I guess, but with your old network you mean?
02:00
Speaker 1
Yeah, well it's still working, I just was trying to leapfrog this to get better um coverage. Okay. That's Jess, S-I-E-V-E-R-T-S. Jess, J-E-S-S. Dverts, S-I-E-V-E-R-T-S. Correct. Indigo, Everett.
03:00
Speaker 2
um, what's your first name again sir? uh, Jess? okay, Jess J Shefeard I'm sorry, that's S for Sierra verbts
03:00
Speaker 1
Victor Everett, Ralph Tom, Sam That's J. Severts at hot male dot.com No, Eats. No, Hot Mall. Correct. Yeah, I guess is it AC 2200 I guess is enough.
04:00
Speaker 2
Close. Okay. Thank you so much for those for this. And how about your email address? Uh-huh. Okay. Gmail.com, right? Hotmail. Hotmail. Okay. So that's j.steversonis@hotmail.com. Okay. Now, sir, can you provide me the model number and the serial number of your Linksys router? Can you check underneath the Linksys device? There's the exact uh model number there. I think if you say it's AC2000, it's an [silence] MX. [silence]
04:00
Speaker 1
Model M. Yeah. MR-8300. Serial number is 29V11M28B 07731. I'll start over. 29V, as in Victor. 11M, as in Manny. 28B, as in Boy 07731.
05:00
Speaker 2
2000. b-model (Can you double check) okay and how about the serial number sir. [silence] Sorry. [silence] What's after V? Okay. Let me just repeat that one sir. It's 29V for victory, 11M for Mike, 28B for Bravo, Zero Zero zero Six Sierra H, Hotel, Zero, Three, Alpha.
05:00
Speaker 1
All right. All West Mhm I've got a quick, can I ask you a question while you're looking at that? Can I ask you a question while you're and you're multitasking? Okay.
06:00
Speaker 2
All right. 7731. All right. Thank you so much for that one, sir. And let me just um, check it here. And by the way, you man, who's your internet service provider? All West. All right. Thank you so much. And uh, let me just input all the information here. Just bear with me, sir. [silence] I'm sorry. [silence] Um, I am inputting all the information sir here in your record to create the case.
06:00
Speaker 1
Yeah. It's a it's a it's a that's correct. It's a camera and they only it only allows 2.4 connection. And so here's a question. If it's tri band, will it be able to link into that or does have to be separated out. um based on the cameras requirement. Okay. Okay.
07:00
Speaker 2
Yes, sir. By the way, right now it's working fine, right? You got internet connections, [silence]. Just that you are unable to [silence]. Connect your some of your devices [silence]. To the network to the point where [silence]. Mhm. Yeah. Okay. Um [silence]. Yes, sir. Um, sometimes devices [silence]. Some devices are unable to locate the 2.4 when uh they are interconnected with the 5 gigahertz due to the conflict. Yeah. Um, so, okay. So, uh I've checked here your router's information, sir. And just to set your expectation, the Linksys router that you have right now is actually already part of our end of life devices, which means we no longer manufacture this one and update its firmware. And also, it shows here that your device warranty had already expired way back 2023. And, um, Wow. Uh-huh. Hmm. I see. Hmm.
07:00
Speaker 1
I've just always bought Linksys and um so I a long time ago but okay maybe I just need to do it online I can't do it on my the app on my phone Okay well Yeah Okay I should've I guess I should've tried that but I was hoping okay well I should be able to
09:00
Speaker 2
However, sir. Yeah. Uh-uh. It's okay, sir. Um, let me just, uh, you know, it's actually so easy, sir. You just need to access the the web user interface. The Linksys web UI. Have you ever tried that one? Yes, sir. You cannot use, yeah, you cannot, um, through your phone. You need to configure it first to the web UI, and it will show up on your Linksys app so that you'll have a control to it. Yes, normally what's showing on the Linksys app is just the, you know, the common settings. So if you need further configuration on the router, it needs to be done to the web user interface. Mm-mm. Yeah,
09:00
Speaker 1
figure that figure that out. Oh, that'd be great. Okay. All right. Thank you. All right. Bye.
10:00
Speaker 2
it's okay, sir, but yeah, I can send you actually an email, sir, on how you can do that. And um, yes, sir. So, I will just send you the email right after this call. Just give me at least three to five minutes. All right, sir. You're very much welcome, sir. And thank you so much for calling and thanks for this. Have a great day and take care. Bye for now.
10:00