V2 Rubric Detail — 25607780-64d0-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 13:27
Duration
10m 45s
Contact
646-280-8384
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication0.00/5
Ownership2.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall28.1% (-15.9)

V2 Grader Summary

The agent provided technically accurate general information and attempted troubleshooting steps like band separation, but failed to use diagnostic tools, check firmware, or access router settings. The call lacked structure, empathy, and clear next steps, and ended without resolving the device connectivity issue. Despite partial effort, the absence of tool use, escalation, and customer-centered communication results in a Partial Resolution.

V1 Case Analysis

Customer unable to connect outdoor sauna device to Wi-Fi. Agent advised separating 2.4 GHz and 5 GHz bands and manually reconnecting the device but provided no UI steps or verification. No model, serial, or case details collected. Customer to attempt changes independently.

Troubleshooting Steps
  • Verified all four mesh nodes are visible in Channel Finder.
  • Identified that one node had previously been missing but is now detected.
  • Advised separating 2.4 GHz and 5 GHz bands (disabling band steering or creating separate SSIDs).
  • Instructed customer to manually reconnect the sauna device to the appropriate band.
Key Observations
  • Agent confirmed product model (MBE7000) only at the end of the call, far too late to inform troubleshooting.
  • No serial number, warranty status, or case number was collected despite troubleshooting a hardware connectivity issue.
  • Agent provided generic advice on separating bands without specific UI navigation steps (e.g., where to find band steering settings).
  • Agent did not confirm whether the customer could access the router admin interface or app settings before advising configuration changes.
  • Agent gave a contradictory statement at [06:00]: 'When you separate a gigahertz band, all nodes will apply the changes? Yes. No.'
  • Agent did not verify whether the device reconnected after the suggested changes.
  • Call ended without offering follow-up support, email instructions, or escalation path if self-help failed.
Positive Highlights
  • Correctly identified that all four mesh nodes were now visible in Channel Finder after Channel Finder completed.
  • Recognized that the sauna device likely requires a 2.4 GHz connection, which is accurate for most IoT devices.
  • Offered a technically sound next step: separate bands and manually reconnect the device.
Agent Errors / Gaps
  • Failed to collect product model early in the call; only confirmed at 10:00, too late to guide troubleshooting.
  • Did not gather serial number, warranty status, or case information despite troubleshooting a hardware connectivity issue.
  • Provided vague advice on separating bands without specific UI steps or confirmation of customer access to router settings.
  • Gave contradictory technical guidance at [06:00] regarding whether band separation applies to all nodes.
  • Did not verify customer access to router admin interface before advising configuration changes.
  • Did not confirm whether the device reconnected after the suggested changes.
  • Ended call without offering follow-up support, email instructions, or escalation path if self-help failed.
  • Poor call control: allowed customer to drive conversation without clear structure or step validation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer explicitly states the sauna device is still disconnected at the end of the call, and no resolution is confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggests separating 2.4/5GHz bands and removing/re-adding the device, but does not verify router settings, firmware, or signal strength.
R3 Partially Met Correct resolution path conf 85%
Agent recommends band separation and manual reconnection, which are reasonable, but does not consider firmware updates or node reset despite MBE7000 being in scope for 5-press troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asks about device updates and suggests re-pairing, but fails to diagnose root cause such as band compatibility, signal level, or node health.
T2 Not Met Appropriate tools / resources used conf 95%
No use of admin interface (http://192.168.1.1 or http://myrouter.info), firmware check, or signal testing; relied solely on app observation without accessing router settings.
T3 Met No misinformation conf 95%
Correctly states all devices can connect to 2.4GHz and that offline means device is not powered/connected; no technical inaccuracies observed.
Communication
C1 Not Met Clear & professional language conf 90%
No call framing, no clear agenda, no transitions; agent responds reactively and loses control of flow, especially during confusion about device compatibility.
C2 Not Met Confirmed understanding conf 95%
Agent uses repetitive, robotic language (e.g., 'Yes' 12 times in a row), fails to adapt to customer confusion, and does not confirm understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent remains on the call and offers guidance but does not commit to resolving the issue or follow up; closes prematurely.
O2 Partially Met Proactive follow-through conf 85%
Suggests separating bands and reconnecting device, but provides no timeline, ownership, or follow-up mechanism.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff context is present or referenced.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue remains unresolved, device offline, and agent does not escalate despite clear ongoing connectivity problem.
E2 Not Met Escalation prep & handoff conf 90%
No escalation performed, so execution cannot be rated as effective.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledges customer frustration, confusion, or effort; no empathetic statements or validation.
X2 Not Met Tone & rapport conf 95%
Agent maintains monotonous tone, fails to adjust pace or clarity when customer expresses confusion about device behavior.
X3 Not Met Overall experience conf 90%
Agent causes unnecessary repetition and confusion; customer has to re-express the same concern multiple times without resolution.
Call Transcript18 turns · 19 lines
Speaker 1
this is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hi there, this is Ben from Linksys technical support. The call got disconnected. Thank you so much. All right. Let's just wait for it to finish scanning the channels. Hi everybody. Are you [mumble] we sitting together. [mumble] Wow. [silence] [music]
00:00
Speaker 2
[silence] Okay.
00:00
Speaker 1
All right. Is it now done scanning the channels? All right. All right. Now that it's done scanning the channels. Uh-huh. Which nodes did it optimize?
02:00
Speaker 2
It has like a tiny little bit left. It's towards the end. Yes. Oh. It said we we Lynx is 01695 Lynx is 05620 that's the one I was missing actually.
02:00
Speaker 1
Mhm. All right, so all four nodes are visible now on the Channel Finder. You click done. Once Channel Finder is done, if you need to double check, you can either refresh the app or close and open it again. You need to double check if the nodes are now visible on your dashboard, since the app, since the app has already detected four nodes. It means all your nodes are in the network working. Perfect. All right. So is there anything else as well? Mhm.
03:00
Speaker 2
dining room, which is linked to 06203 and formal dining room. Yes, on the channel finder, it says done or technical details. Done. Or what? Oh, okay, okay, got it, got it, so... Oh, yeah, now they're in the network, yeah, now that I went back in. I don't know why was one missing? Hmm, well, is that gonna fix my internet, the
03:00
Speaker 1
Yes, since, as I mentioned, you're using them mostly on Wi-Fi as well, channel finder helps improve the connection and also gives a stable Wi-Fi network. So, this should also help with the main issue. Because the next thing you need to perform, if the device still cannot connect, you need to manually this uh separate the 2.4 and the 5 gHz, because there's a possibility the device that you need to work needs a specific connection.
04:00
Speaker 2
is is. Let me double check this one device that I really need. Um, let's see. No, it's still disconnected. okay. But it was working before for years on the same kind of settings. [silence]
04:00
Speaker 1
was there any kind of updates on that device as well? I see. Once again, if it still would not connect, try like completely removing it and connecting it again. And if it still would not work, you need either a specific 2.4 g connection or a 5 G connection for the Sona to work. your bandwidth, your 2.4 G and 5 G.
05:00
Speaker 2
No updates, it's an outdoor sauna. So it has, so it allows me to turn the sauna on and off and check the temperature. But right now it says disconnected. Oh, you you mean like to separate my um, separate my um. Would I do so now a question is would I do that on just one of the nodes or will that be uh, how does that usually work? Does that connection come from the main node or how does that [silence]
05:00
Speaker 1
When you separate a gigahertz band, all nodes will apply the changes? Yes. No. There are just certain devices that either works on 2.4, like printers, thermostats, don't, uh, those kinds of normal devices for everyday use. 5 gigahertz are for like streaming, gaming, something that requires a fast internet.
06:00
Speaker 2
at work. And then I will technically then when I search the Wi-Fi, I will see two of them, right? And then what some devices, so how would you know which devices are better for what? Because I thought when I bought this system, that it says that if you put it on automatic, the devices connect to a connection that feels better to them. [silence] But how would I know
06:00
Speaker 1
No, you need to manually reconnect it to the separated connection. All devices are compatible for a 2.4. Once again, all devices are compatible for a 2.4. 5 GHz just depend on that specific device. But we cannot tell you that one since it solely depends. Yes.
07:00
Speaker 2
would the device if I separated it would some devices connect to that or would they automatically connect to it and and how do I specifically know if this device is so you're saying it's five gigahertz all the devices so if I go into my my devices now it looks like some of them are connected to 2.4 some of them to five because because it's an automatic right but the one that is that I'm looking for is not even connected
07:00
Speaker 1
once again, no. So you've already done that before and still no changes, it will not. In order for you you to know which devices need a 2.4 or 5 GHz, you need to search them. Manually, if they are compatible or not. The linker app will not tell you if it's compatible for it or not. You can, but it just shows you that the device is offline. [silence] Offline devices just simply means that device is not on, on the linker app. It does not inform you any other kind of information.
08:00
Speaker 2
So, I can't really find it in the connected devices. Would it help if I unplugged all the nodes and start it over again? No. So, should I search for them in the offline devices? Because I do see it there. I do see it in the, well, actually, I see two. They're named the same, but now I'm, I can't tell.
08:00
Speaker 1
Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. [silence] Yes. Yes. No, the latest model is the one that you have, which is an MBE7000. Yes. All right. Once again, thank you so much for calling Linksys as well. Take care and have a great day.
09:00
Speaker 2
Oh, it is? So that's still the best one you guys have? Mmm-hmmm. All right. I'll try. I'll try to play around with this and see what happens. Thank you. Perfect. You too. Thanks. Bye.
10:00