V2 Rubric Detail — 29dc8b88-6128-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 21:47
Duration
16m 34s
Contact
Steph Goetsthiuf
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#TE00132487
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: unable to access web ui_MX5300

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership3.50/5
Escalation2.00/5
Customer Exp1.07/5
Overall24.1% (-27.9)

V2 Grader Summary

The agent failed to perform basic troubleshooting for a common configuration issue—separating 2.4 GHz and 5 GHz bands on an MX5300—despite documented L1 procedures in KB articles. Escalation was premature and unjustified, as the issue did not require L2 intervention. While next steps were clearly communicated, the lack of technical engagement resulted in an unresolved case with avoidable customer effort.

V1 Case Analysis

Customer unable to separate Wi‑Fi bands on MX5300 mesh and cannot access admin UI; agent attempted direct UI URL and cache clearing, then escalated to L2 with callback.

Troubleshooting Steps
  • Provided direct UI URL (http://192.168.1.1/ui/local/dynamic/index.html)
  • Advised clearing browser cache and trying different browsers
Key Observations
  • Agent provided correct direct UI URL per KB for MX5300 access ([07:00]-[08:00]).
  • Failed to guide customer on band separation despite it being the core issue.
  • Excessive hold time and filler ('uh', 'okay') disrupted flow ([09:00]-[12:00]).
  • Escalation to L2 was appropriate and included callback timeframe ([13:00]).
  • Serial number was partially captured but not confirmed or validated ([02:00]).
Positive Highlights
  • Collected customer contact information and created a case number.
  • Escalated to Level 2 with a clear callback timeframe.
Agent Errors / Gaps
  • Did not acknowledge customer's frustration.
  • Failed to obtain a clear serial number or confirm model before escalation.
  • Provided no specific steps to separate Wi‑Fi bands.
  • Repeated filler and unclear instructions caused confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide steps to separate Wi-Fi bands; escalated without achieving resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps beyond suggesting 192.168.1.1 and clearing cache; skipped checking UI settings, firmware, or model-specific band-splitting options.
R3 Not Met Correct resolution path conf 96%
Escalated immediately without determining warranty status or attempting best-effort L1 troubleshooting for a common configuration issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Failed to identify root cause of band-splitting issue; asked no diagnostic questions about firmware, UI access, or prior changes.
T2 Not Met Appropriate tools / resources used conf 94%
Did not use KB resources or internal tools to confirm MX5300 band-splitting capability; relied solely on customer description.
T3 Partially Met No misinformation conf 92%
Correctly suggested accessing 192.168.1.1 and clearing cache, but gave no accurate guidance on splitting bands in Velop UI.
Communication
C1 Partially Met Clear & professional language conf 89%
Maintained call control by gathering info and escalating, but conversation was disjointed with long silences and unclear transitions.
C2 Not Met Confirmed understanding conf 93%
Used excessive filler ('uh', 'okay'), repeated unclear prompts, and failed to adapt to customer's technical level or check understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Took ownership by creating a case and escalating, but did not attempt self-resolution despite available L1 paths.
O2 Met Proactive follow-through conf 97%
Provided clear next step: L2 escalation with 2–3 hour callback window and case number (LTS 00132487).
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Escalated without valid trigger—band-splitting is a standard L1 configuration task; no attempt made to resolve.
E2 Met Escalation prep & handoff conf 96%
Correctly routed to L2, communicated callback timeline, and provided case number to customer.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Apologized for delays but remained procedural; minimal empathy shown for customer frustration with repeated issues.
X2 Not Met Tone & rapport conf 94%
Did not adjust tone or pace; customer expressed confusion but agent repeated same instructions without simplification.
X3 Not Met Overall experience conf 95%
Customer repeated serial number and contact details multiple times; agent failed to reduce effort by using known data.
Call Transcript26 turns · 29 lines
Speaker 1
Hi, yes, I'm trying to... I have a MX5300 links system, the mesh system, and I'm trying to... [silence]
00:00
Speaker 2
Hi, welcome to Lenksis Support. To ensure quality service, your call may be court. For in warranty products, our Support Team is available to help with performance and hardware issues. Please Register Your Product by visiting register.Lenniss.com, please have your device serial number ready for assistance. Press one now. For out of warranty products, paid support may be available. 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. Hi, thank you for calling Linx technical support. This is Rio. How can I assist you for today?
00:00
Speaker 1
separate the Wi-Fi bands on the router. Um, and it's not giving me the options within the application. Uh, it's only saying mixed. And when I try to go to the IP address, it's going to something called Velop. And I have no information for that. [silence] Sure, I have about nine of them. Um, let me see which ones. Sure. So I don't know which one is the parent node. This is the only one working though. Uh, They're all hardwired. [silence]
01:00
Speaker 2
uh uh uh uh uh uh all right uh yeah uh so uh so uh thank you so much for the information you provided me I I do apologize you had this issue right now uh may I know by the way what's the serial number for your Linksys device please uh just the one uh the parent node uh the parent node here is the one that is connected hardware to your modem [ silence ] uh the most to your department uh water or another one uh just one that is media node uh I go I go I'm [ silence ] I am [ silence ] I searching for the [ silence ] document uh you're asking me
01:00
Speaker 1
Yes, and my modem is Xfinity. Yes. uh, it's. So, I'm, yes, we have a switch. Sure, I'll give you the serial number. Okay, it is 3 2 N as in Nancy 1 0 M as in Mary 3 7 7 B as in boy [silence] J 3 [silence] 1
02:00
Speaker 2
Um, do you know where is your modem? Okay, so who's your Internet service provider? So do you find there the Xfinity box? Okay. So from the Xfinity box there, how many ethernet cable connected to it? Eight. So do you happen to have a switch? Oh, okay. So you can just choose one of those uh linked device that is working right now. Let's just use that one.
02:00
Speaker 1
37A as in alpha 00391. Yes, I did. Now, I was able to for a split second get into, the Linksys UI on my phone, and then it kicked me out, and then it, uh, started showing me this Velop system stuff. Yeah. Sure. Uh, six or seven. But this is the, um,
03:00
Speaker 2
byth devices here but anyway besides from using the default IP address have you tried my router local? okay still the same okay okay Philip okay thank you let me just check the device that he had how many total linked devices he have by the way okay say thank you subtle thank you okay okay okay okay okay okay
03:00
Speaker 1
Only one currently connected. This is the only one currently connected to power. Do they all have the same model? I assume so. And and we did factory reset these and this is connected to the customer's account and everything. So um we know all of those credentials but we we don't know anything about Velop. Yes. Steve. your last name? Your last name?
04:00
Speaker 2
I see. Do they have? All right, do they have the same uh models or so? Okay. Uh uh Uh uh Uh uh Okay Alright. Got you, sir. Uh sir, by the way, uh is this the first time you called Lens Day? All right. Let me create first a record in that way I could be able to assist you further. May I know your first name and last name? Steve. Is that correct?
04:00
Speaker 1
S g Goetz. G-O-E-T-Z-C-H-I-U-S-F is His last name. could it be could it be instead of V it might be P H oh uh it might be S T E P H email It's SG 1441 at Yahoo dot com. [silence]
05:00
Speaker 2
And then first name is Steve. Is that correct? Garrett. How about email address? Oh, Steve. All right. How about email address? Perfect. Thank you. you give me just three minutes, i may just fill in everything first in the system before we proceed. Thank you.
05:00
Speaker 1
Good afternoon. Yes. I'm okay. Sure. http:: forward slash forward slash
07:00
Speaker 2
All right. Hello, sir. [sir them. Sir, by the way, how about this? Instead of putting just the default IP address, can you try this instead? http... steady... colon, and then two forward slashes. Then colon, 192.168.1.1. And then, uh...
07:00
Speaker 1
Okay. Okay. okay. Dynamic. Hold on. Hold on. Dynamic. Dynamic forward slash index dot H T M L. H T M L. Loading something. and it brings me right back to access develop.
08:00
Speaker 2
one forward slash UI, one forward slash local, forward slash dynamic, forward slash index, forward slash index, that HTML. And then that HTML. Okay.
08:00
Speaker 1
Sure. Sure. Um, I've used both Microsoft Edge and Google Chrome and Safari.
09:00
Speaker 2
Okay, let me just check it, uh there here. All right, sir, can you give me just, uh three minutes? Let me just take a look something here in the system, okay? All right, but uh by the way, what's the um browser you've used you've used? Have you tried clearing the cache already? Okay. Thank you. I'll be back for you sir. Okay? Just stay with me in the line. I'm just going to put the call on hold. Thank you. music plays throughout silence [ silence ] Hello, sir. [ silence ] Hello. [ silence ] Oh, all right. Sir, by the way, I do apologize. [ silence ] It took me too long to get back to you. I've checked everything here in our system, and actually, um, we do have already information about calling us about this concern. [ silence ] Unable to
09:00
Speaker 1
OK. OK. OK. That's fine. We may not be on on site at that time, but the callback would still be appreciated.
13:00
Speaker 2
What I can do right now, sir, our level 2 tech will be the one who will handle this case. I'm going to escalate it to the level 2 tech and then they will be the one who will provide you additional information if what to do moving forward. Now, a call back will be processed after 2 to 3 hours. Is that okay with you? All right. Thank you so much Thereseff. Mhm. [silence] Okay. Okay, all right. If that's the case, sir, do not worry. If by chance you are not ready to troubleshoot in that time, they will send you an email or they will ask you to when will be the available time.
13:00
Speaker 1
Okay, that'd be the best option. Yes. 1, four, four, one at Yahoo.com. Correct. Let me, let me give you the customer's phone number. Steve. 9 8 3 4 7 4 0 5 7. Yep. 9 0 8 3 4 7.
14:00
Speaker 2
or best time to troubleshoot, okay? Not a problem at all. Thank you so much, sir. Sir, again, let me confirm the email address, okay? It's S for Sarah G for gorilla 1441 at yahoo.com. correct? Yeah, all right. Thank you. So, yes, sir, thank you so much for your time. Expect a call back if unable to reach you out. will send you an email, okay? Sure, okay, let me let me repeat if this is correct. 90834 3
14:00
Speaker 1
Yeah. A 057. Yes. Correct. Correct. Sorry. Yep. That's all. Thank you very much. Yep. Uh. Uh. I'm ready when you are.
15:00
Speaker 2
Yeah, uh three four seven four zero five seven. Correct? Again, sir, let me repeat. Nine zero eight three four seven four zero five seven. This is the best callback number. Okay. All right, so yes, thank you so much, sir, for your time. Anything else I can assist you aside from this before I let you go. Okay, thank you so much, sir for your time. I do apologize for the issues right now. Again, this is Riya. Oh, by the way, sir, I'm sorry, I almost forgot. Do you happen to have a pen and paper so I can provide you case number as well? Just a reference of our, uh, interaction right now. Okay, got it. That would be L for Lima, T for Tango.
15:00
Speaker 1
[silence] Yep. Okay. LTS 0013 2487. So LTS 00132487. All right. All right, thank you. Bye.
16:00
Speaker 2
S F S for CF sierra s and then zero zero one three 2487. all right that's all. Thank you. That's correct. So thank you so much sir you have a nice day ahead. Bye bye for now. [silence].
16:00