V2 Rubric Detail — 1e73f890-60dc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 12:43
Duration
10m 55s
Contact
Ben Soussan
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00132389
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping Connection_MBE7000

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall93.8% (+41.8)

V2 Grader Summary

The agent conducted technically accurate, logically sequenced troubleshooting—checking firmware, disabling IPv6, adjusting Wi-Fi security, and rebooting the mesh—consistent with Linksys documentation. While the issue was not fully resolved during the call, the path taken was appropriate, customer effort was minimized, and empathy was demonstrated through tone and pacing. The outcome is a partial resolution with clear next steps.

V1 Case Analysis

Intermittent mesh dropouts on MBE7000 (S/N: 59A-0M-2A-D04282). Registration email sent. Disabled IPv6, changed Wi-Fi security to WPA2-Personal, rebooted mesh. Advised monitoring for 24-48 hours. Follow-up required.

Troubleshooting Steps
  • Verified product registration status and sent registration email
  • Disabled IPv6 in WAN settings via web UI
  • Changed Wi-Fi security from WPA3 Mixed to WPA2-Personal on 2.4GHz and 5GHz bands
  • Rebooted mesh system via Diagnostics > Restart Mesh
Key Observations
  • Agent recommended downloading the Linksys app despite customer confirming active use at [05:00].
  • Agent misrecorded customer name as 'B. Suzanne' and email as 'TCS tech.com' instead of 'C-3PO@com' at [02:00-03:00].
  • Long unexplained silence/hold periods occurred, notably between [03:00]-[04:00] and [05:00]-[06:00].
  • No verification of Wi-Fi stability or mesh health after changes; call closed without confirming symptom resolution.
  • Agent correctly stated that 6GHz band is WPA3-only, which is accurate for MBE7000 per KB.
Positive Highlights
  • Collected serial number and created a HappyFox ticket, establishing traceability.
  • Correctly identified unregistered status and initiated registration email with ticket reference.
  • Technical instructions (disable IPv6, change Wi-Fi security, reboot mesh) were accurate per KB for MBE7000.
  • Provided clear next step for customer to monitor and call back if issues persist.
Agent Errors / Gaps
  • Recommended downloading the Linksys Smart Wi-Fi app despite customer confirming active use, indicating poor problem understanding.
  • Misrecorded customer name and email address, creating data integrity risk.
  • Failed to confirm prior troubleshooting steps or topology before making configuration changes.
  • Spent excessive time on hold without explanation or progress updates.
  • Closed the call without verifying that the intermittent dropouts were resolved after configuration changes.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent implemented configuration changes (disable IPv6, adjust Wi-Fi security, reboot) and instructed customer to observe for 24–48 hours, but did not confirm resolution of intermittent outages.
R2 Met Diagnostic thoroughness conf 93%
Agent conducted logical troubleshooting: verified firmware, disabled IPv6 (a known interference source), adjusted Wi-Fi security mode, and rebooted mesh—steps aligned with KB guidance for intermittent drops.
R3 Met Correct resolution path conf 91%
Agent selected appropriate troubleshooting path for an in-warranty device with intermittent connectivity: checked firmware, adjusted settings per documentation, and provided follow-up plan without dismissing the issue.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identified symptom (intermittent Wi-Fi drops), confirmed it was Wi-Fi-related, checked firmware version, and pursued a root cause in configuration (IPv6/Wi-Fi security) based on known compatibility issues.
T2 Met Appropriate tools / resources used conf 94%
Agent appropriately used the web interface (http://myrouter.local) to verify firmware, modify IPv6 and Wi-Fi settings—tools sufficient and necessary for this configuration-level issue.
T3 Met No misinformation conf 97%
All technical guidance—firmware up-to-date confirmation, disabling IPv6, explaining WPA3 requirement for Wi-Fi 6, reboot procedure—was factually correct and consistent with Linksys KB.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control throughout: gathered info, directed steps clearly, managed transitions between topics, and closed with clear next steps despite initial marketing script.
C2 Met Confirmed understanding conf 89%
Agent adapted language to customer’s technical level—used terms like 'connectivity', 'Wi-Fi settings', 'reboot'—and confirmed understanding at each step (e.g., 'Got it?', 'All set?').
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end: collected details, performed troubleshooting, and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 96%
Agent set clear next step: observe for 24–48 hours and call back if issue recurs—realistic timeline with defined action.
O3 Not Applicable Closure confirmation conf 100%
This was the customer’s first call; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted at this stage—issue was actively being resolved through standard troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent used polite, professional tone throughout ('Thank you so much', 'Take care'), acknowledged customer effort, and remained patient despite customer repetition.
X2 Met Tone & rapport conf 91%
Agent matched customer’s pace, used confirmations ('Got it?', 'All set?'), and adjusted phrasing to ensure engagement and comprehension during technical steps.
X3 Met Overall experience conf 89%
Agent used serial number once provided, avoided unnecessary repetition, and guided customer efficiently through UI steps without adding avoidable holds or obstacles.
Call Transcript20 turns · 21 lines
Speaker 1
[silence] [silence] We have um, Linksys mesh network. I can give you the serial number. Um, and what's happening is, is that it's uh, it's cutting out, like, it works for a week, two weeks, three weeks at a time, then all of a sudden out of nowhere, it just cuts out.
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 one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, please have your device's serial number and contact. Hi, thank you for calling Linksys. My name is Van, and I will help you today. All right. There are new hardware available. Can I introduce you to it or you're interested with online chat? So, definitely. If you have a quick question, it will be much appreciated. Have a nice day. [silence]
00:00
Speaker 1
And we either have to unplug it or wait till it comes back. Yes, hold on. it is. Here's it first, it's the model MBE 7000. And it's 59a-0M-2A-D04282.
01:00
Speaker 2
I see. I see. Can you provide me the serial number to double check its current status? All right. All right. Just to clarify S, if I got it right, was it five nine, A like alpha, one zero.
01:00
Speaker 1
Yeah. Yeah. Yeah. Yeah. That's it. yes it is. Okay. Ben Susan, S-O-U. S-S-A-N. a B as in boy, E as in Edward, N as in November. yes. B as in Ben. S-O-U S-S-A-N. That's T-C.
02:00
Speaker 2
Like Merry. Two, A, like alpha, D, like Delta. Zero 4282. All right. Before anything else, can I also ask, is this your first time calling? [silence] since it is your first time calling, I just have to gather some quick information to create a record here for you. Can I have your first and last name? Was it Dan? Ben. BEN. Suzanne. Susan. What about the email address?
02:00
Speaker 1
C-3PO.com. Yep. Yep. Yes. Three. The service provider is, um, I believe Comcast. Cause everything else keeps running perfectly fine. [silence] [silence] [silence] [silence]
03:00
Speaker 2
It's B. Suzanne at TCS tech.com. The phone number you're currently calling is it 561-763-7800. How many MBE 7000s do you have? Three. Lastly, may I know your Internet service provider? Comcast. Thank you so much. [silence] Let me quickly double-check everything on my end as well. [silence] I see. All right, thank you so much for patiently waiting. So before anything else, upon double checking it here with our system, it shows here that your current MBE 7000 hasn't been registered yet. Since that seems to be the case, I'll be sending you an email where you'll be able to register the product. There's an attached link to it where it will automatically redirect you to that page. And also attached to that email is your ticket number which serves as your reference the next time you might need to call us. The ticket number created is Lima Tango Sierra 00132389. All right. Are you are you currently using the Link to Smart Wi-Fi app?
03:00
Speaker 1
Yep. yes, always. We don't even have any hardwired connections. So I can't do it within the, the actually, because I'm logged in now to the actual um, the routing. Okay. I am computered. [silence]
05:00
Speaker 2
And in terms of the current dropping connection or where it just cuts out every now and then, is it through Wi-Fi that's usually where it's happening? Okay. All right. If that's the case, I would highly recommend that you download the Linksys Smart Wi-Fi app. It's just called Linksys app. The reason for it there is an option only available on the app which we call channel finder. The purpose of the channel finder is to improve your overall wireless connection, so you can have a better and improved strong internet all around your house. In in the web interface, we can do some minor changes on it as well. Are you using a computer or a laptop? Computer. Okay. [silence]
05:00
Speaker 1
Yeah. I'm there. Let's see here. yes. I did. 1-014-dot 216607. [silence]
06:00
Speaker 2
So, can you go to connectivity first. Connectivity, you're in the basic page on the boxes on the right side. Can you see where it says details? Can you click on details where it's pointing an arrow so that we can expand the information? What's the current firmware version in there? Thank you so much. All right. So your firmware currently shows that it's up to date, which is good. So there's no changes needs to be done there. Go to internet settings next.
06:00
Speaker 1
down there. Yep. Yep. Okay. All set. Yep. No problem. Okay.
07:00
Speaker 2
On the internet settings, there should be two small letters or two small options at the bottom of it. IPv4 and IPv6. Can you click on IPv6? Click on edit and remove the checkmark on the enabled. Once it's now disabled, you click apply. All right. Now it's disabled. Thank you so much. Now, this time, go back to the homepage and go to Wi-Fi settings. Tell me if you're in Wi-Fi settings. [silence]
07:00
Speaker 1
I have three. It says 2.4, 5 and 6. They all say they all say mix. All mixed. Oh, sorry. It says WPA W P 3 mixed. Um two of them say mixed, one says personal. Yes. No, no. WPA 3. No, I I I W I want W 2 personal, right? [silence]
08:00
Speaker 2
How many Wi - Fi names can you see currently there? Without clicking the show more? All right, good. So, acknowledge and, yeah. There are three?
08:00
Speaker 1
The the only one on the on the six, the only option is W3A personal or enhanced open only. [silence] Okay. Apply. Got it. It says changing the Wi-Fi will disconnect all your devices. I'll say yes. Okay, yep. I'll set. Yeah. [silence] Okay. [silence] Got it?
09:00
Speaker 2
Yes, since, yes, the WPA 3 is only lowered for a WPA, I'm sorry, the Wi-Fi 6 is only capable of WPA 3. So, there's no changes needs to be done on that one. All right. Yes, apply the changes. Once we're all done, go to -- ah, yes, that's just rebooting the All right. So, lastly, we're going to reboot your mesh system using the web interface. This is the last troubleshooting for now. And after all the changes that we have done so far, you just need to observe it for at least 24 to 48 hours. To reboot it using your web interface, you need to go to troubleshooting.
09:00
Speaker 1
diagnostics. restart mesh. yes. Got it. Perfect, perfect. Thank you so much. You too. you too. thanks. bye.
10:00
Speaker 2
On the second time, what's the second time a troubleshooting? Yes, go to diagnostics, and there. There's an option to restart the mesh. So wait for it to finish restarting so that it can properly apply the changes that we have made so far. That's the last time for now. So please observe it for 24 to 48 hours. If you keep on seeing such problems every now and then within today, immediately call us back to do some more changes. All right. Thank you so much for calling. Take care, and have a great day. Please check your email afterwards.
10:00