V2 Rubric Detail — 3e6fcd34-69e4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 00:34
Duration
25m 12s
Contact
Mike Herrera
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133696
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_Wants to connect a device to 2.4ghz

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall49.3% (+17.3)

V2 Grader Summary

The agent correctly identified the dual-band SSID issue and suggested valid workarounds, but failed to guide the customer through implementation using proper tools or resources. While ownership was demonstrated via ticket creation and follow-up commitment, the lack of technical execution, inaccurate statements about hardware capabilities, and missed opportunity to resolve in-call resulted in an unresolved outcome.

V1 Case Analysis

Customer unable to connect 2.4 GHz-only device due to unified SSID across bands. Agent suggested SSID separation or disabling 5 GHz but provided no step-by-step guidance, failed to collect model number, and made factually incorrect claims about unreleased Wi-Fi 6E/7 products and coverage. No KB resources offered. Customer will call back after gathering information.

Troubleshooting Steps
  • Suggested separating 2.4 GHz and 5 GHz SSIDs via web interface (no steps provided)
  • Suggested temporarily disabling 5 GHz band during device setup (no steps provided)
  • Discussed adding a fourth node (incorrectly stated it must be wired to parent)
Key Observations
  • Agent never obtained the router model number, violating core protocol for technical support
  • Agent provided factually false technical information: claimed Wi-Fi 6E/7 models (e.g., 'MB7000', 'Vulp7') are currently available for sale — these products do not exist or are not released per KB
  • Agent gave grossly exaggerated and inaccurate coverage claims (3,000 sq ft per node, 6,600 sq ft total), which misleads the customer and contradicts KB
  • Agent incorrectly stated that a fourth node must be wired to the parent, which is not a requirement for all Velop mesh systems (wireless backhaul is supported per KB)
  • No KB article, URL, or self-help resource was provided despite the unresolved issue and pending callback
Positive Highlights
  • Polite and patient tone throughout the call
  • Collected customer name, email, and serial number for case documentation
  • Offered to send a summary via email
Agent Errors / Gaps
  • Failed to collect product model number, violating core protocol for technical support
  • Provided materially false technical information: claimed Wi-Fi 6E/7 models (e.g., 'MB7000', 'Vulp7') are currently available for sale — these products do not exist or are not released per KB
  • Gave grossly inaccurate coverage claims (3,000 sq ft per node, 6,600 sq ft total), which are not supported by any Linksys product specifications
  • Incorrectly stated that a fourth node must be wired to the parent, which is not a requirement for Velop mesh systems (wireless backhaul is supported per KB)
  • Did not guide the customer through accessing the web interface or locating the band separation settings, leaving instructions vague and unactionable
  • Did not provide any KB link, support URL, or self-help resource after the customer declined immediate action
  • Did not verify warranty status or discuss support eligibility

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer wanted to separate 2.4 GHz SSID or disable 5 GHz to connect a device; agent did not complete the configuration change and the customer decided to call back later after gathering information.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified the core issue (same SSID for dual bands) and suggested valid workarounds (separating SSIDs or temporarily disabling 5 GHz), but did not guide the customer through actual login or configuration steps in the web interface.
R3 Partially Met Correct resolution path conf 80%
Agent offered a technically valid path (separating SSIDs) and acknowledged customer constraints, but shifted focus to upselling new hardware (MBE7000) without first confirming if the existing device was in or out of warranty or if the issue was resolvable.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent correctly identified the symptom (device requiring 2.4 GHz connection) and root cause (band steering due to same SSID), but did not ask diagnostic questions about model, firmware, or current settings to tailor the solution.
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used — agent did not attempt remote access, direct the customer to log in to http://myrouter.local or http://192.168.1.1, or verify current band settings, despite the issue being fully resolvable via router configuration.
T3 Partially Met No misinformation conf 85%
Suggestion to split SSIDs is accurate per linksys_now_wifi_settings.md, but agent incorrectly claimed the customer had Wi-Fi 6E/7 and that MBE7000 supports '2.5 of internet speed' — vague and technically inaccurate.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent acknowledged the issue and offered options, but failed to set clear expectations, frame the troubleshooting process, or maintain control — conversation became disjointed and drifted into product sales.
C2 Partially Met Confirmed understanding conf 80%
Agent used accessible language and confirmed understanding at points, but did not adapt to customer’s confusion about device inventory or check comprehension of the SSID separation process.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a ticket, collected customer name and email, and committed to sending follow-up — no unnecessary transfers occurred.
O2 Met Proactive follow-through conf 95%
Agent clearly stated they would email the ticket number after the call, providing a defined next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — this was a configuration issue within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and patient but never acknowledged the customer’s effort or frustration; no empathetic statements were made despite customer expressing confusion and concern.
X2 Partially Met Tone & rapport conf 80%
Agent responded to customer input but did not adjust pace or simplify explanations; customer remained uncertain and decided to call back later instead of proceeding.
X3 Partially Met Overall experience conf 75%
Agent reduced effort by creating a ticket and offering email follow-up, but asked the customer to gather serial numbers and recontact later instead of guiding them through the fix during the call.
Call Transcript35 turns · 36 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 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, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support Linksys.com. You can also connect with us [silence] [silence] [silence]
00:00
Speaker 1
well, I have a question. I don't know if you're going to charge me for it, but that's fine whatever. Um, I have a a a a Linksys router, it's a, uh, uh, uh, Linksys router and you know, it's not giving me a problem. Here's the problem I'm having and I don't know how to solve it. So you may want to charge me for this. I don't care. I just need some help here. Um, I can go into it. I've got
08:00
Speaker 2
Hi, thank you for calling. My name is Raquel. How may I assist you today?
08:00
Speaker 1
uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, a device that I would like to hook up, uh, be able to hook up to remotely. But it requires that, uh, from my phone, that I have the app on, it requires that it be set, hooked into a 2.4, uh, gig network. And my, my phone is connected, to the 5 gig side on the, uh, router. And I ca-I ca-I ca-I can't find a way to put this on. Apparently, when I set up this router, which has been actually now about 3 year, 4 year, somewhere in there. Um, I must have left both, uh, uh, both channels on the, uh, using the same SSID. Really stupid. Um, so, I noticed that there are some things that are located in the house and that are on the two. four, like a printer, which is right by the, uh, the, uh, the main router. And, uh, but, you know, my phone always seems to connect to five, and I don't know how to get it to connect to a 2.4. Um, No. No, I can't. I just, all I'm able to select is the, uh, is the name of the SSID and it automatically puts whatever it wants on there. [silence]
09:00
Speaker 2
Mm-hmm. Mm-hmm. I see. Get it. So, the the you're required to broadcast the 2.4, right? Instead of like same as society. So, you were able to select the 2.4 from the wi-fi. All right, got it. So since you have the same SSID for 2.4 and 5 gigahertz, that's why you have difficulty on connecting fourthly to 2.4.
10:00
Speaker 1
That's right. Okay. Okay. I, I, I was prepared to, I was prepared to use the, I have the lynx app, but I, I, I couldn't get myself, but I'm I'm not ready right now with a, so now this is, anything that's connected to the 2.4, if we change the SSID, those are, those devices are going to disconnect. Is that correct? Or will they just connect to the other channel?
11:00
Speaker 2
Our work around for that... Okay. Our work around for that is we can try separating the SSID of 2.4 from the 5 gigahertz or separate the name of 5 gigahertz, leave the original SSID to the 2.4. And to do that, we will need to access your router settings using a computer via web browser.
11:00
Speaker 1
I'll leave to I was gonna ask you this I've got three this came with the three uh the the three device is it possible to add a a fourth device and then just give it a new SSID and and make it a dedicated two point four because I wouldn't even mind doing that It will it will be a different
12:00
Speaker 2
[KEEP_UNCERTAIN] Connect to the 5 gigahertz and you will need them to reconnect to the what new SSID of the 2.4. If you have devices there are a lot using 2.4, I would suggest we will leave the original name on the 2.4 and or 5 will have a new SSID on the 5 gigahertz. Yes, you can but the setup is it will be a different network but the physical setup will require connecting it wired to the main parent's node. Then you can decide which you want to use. 2.4 has the longer range, better for slightly better for metal obstruction and the 5 gigahertz requires direct line of sight and has better throughput. I think for initial setup use 2.4. Then in the settings you can choose the automatic roaming but you will need to do the initial connection one of your devices to the 5 so that it will start on the roaming. You can pick the one with the best signal. And yes, but the setup is it will be a different network but the physical setup will require connecting it wired to the main parent's node.and the best one is on the the fastest of the the 5 gigahertz is will not be on the 2.4. Then only those devices because the could this new client will continue to use the as 5? Yes, that is the Yeah, then there is also this CQ or the mesh. And for full disclosure I am your programmer now making a Wi-Fi programming for you guys. Okay. Let us move this device over here. So the setup of the block is it will be the same. [silence]
12:00
Speaker 1
different network well that'll screw everything else up so no I've got to do oh Lord have mercy hold on let me see what I've got on Well, I got too many important things. Because I'm looking right now. The TV is on the five. The two phones, both Samsung S26 are on the five. An Epson printer, that's on 2.4. and then this one JEGM module. I don't really remember what that even is. So I don't even know what I've got connected to it.
13:00
Speaker 2
This other option apart from the changing the SSID of the bands is to disable the five gigahertz for the meantime while you're trying to connect the to that device to the two point four. However
13:00
Speaker 1
I've got two of them. Oh, wait a minute. No. I bet you those are the uh, I bet you those are the links this maybe my host master bedroom. Office. That's an Ethernet. Well, that's going okay. That's neither nest doorbell, nest audio, QN 90. That's the TV out in the RV. Um, okay. All right. I think what I need to do is go around and rename. So I can write everything down. So I know what's what. And then, uh, call back when I have everything set and a computer handy and know what I'm going to be doing here. Um, and then, uh, I'm going to be doing here. Um, so a different network.
14:00
Speaker 2
can't
14:00
Speaker 1
No, I don't want a different network. So, what we've done is he's taken one of those channels, uh and dedicated it to get to 2.4, okay. All right. The name is Mike Herrera. h-e-r-r-e-r-a. I will spell it out for you. It's h-e-r-r-e-r-a.mike@Gmail.com. [silence]
15:00
Speaker 2
Yes. All right, how about this? Let me create you a record here so that the next time you're going to call, just provide this ticket number. I'll take note and document your you'd like to make changes on your Wi-Fi since you're trying to connect a device. May I have your first name and last name? All right, may I have also your email address Mike?
15:00
Speaker 1
Okay uh let me I'm on the app so it's got to be somewhere on the app. Let me see if I can find it. Okay. Okay. I'll just do this as oh here's the main one. It is are you ready? three eight uniform one zero mic three seven beta two three eight six seven. I've been thinking of updating this whole system. Maybe I should
16:00
Speaker 2
Thank you. And do you have a serial number of one of your node. So that I can take note as well here. You can go to nodes section. Then select one of your node. And under details, it will show the serial number. Yes. Please. All right. Thanks.
16:00
Speaker 1
Just do that. Right. Okay. What is the what is the range on that? Not enough. Not enough. Well, the house is not that large, but the signal has to be also able to come out to an RV, we've got, and then it has to also reach out to,
17:00
Speaker 2
for newer system, since as per double-checking it, you actually have a Wi-Fi 6, so you will already have the Wi-Fi 6E and 7. So if you have devices that are capable of connecting to Wi-Fi 6 and 7, yes, that would be an option for you to upgrade your miss for our Velop Pro 6E and MVE Velop Pro 7, it has 3,000 square feet of Wi-Fi range, which not enough, I see. Then how big is your house in terms of square feet?
17:00
Speaker 1
[KEEP_UNCERTAIN] the other side of the house to uh to the to a generator that's all set up on an automated system, which is also connected into the system so that uh we always we can just look at our phone and see how much propane we have. We can see the the uh status of the generator because we're on, you know, we're on 20 acres. So you know, I usually get um I usually try and get at least about 8,000 square feet of coverage. I'm not sure this is I bought this one so long ago, I don't remember what it is. Okay. Well, if I actually set it up correctly, I don't need the floor.
18:00
Speaker 2
Okay understood. Um, this new system that we have has uh three packs of node or you can have four nodes if in case you wanted to upgrade on this. You can have four nodes instead of your original it has three nodes. And by the way, who's your internet?
18:00
Speaker 1
who knows? I just need the three. Um, but it only doesn't cover enough space. What's the next bump up from there in terms of power? Really? And that covers and you said that covers 3,000 square feet. Oh, per node. Oh, okay. That should be, how much is that or do you have a price or do I have to order it from I noticed that I have I um, who carries the the Linksys now?
19:00
Speaker 2
Yes. Um, that's our only newer nodes right now, as of the moment, so we don't have uh more another model yet for Vulp7. So the only the MB7000 yes. As of the moment, they don't have update yet. Yes. Yes. [silence] it's still actually Linksys, but right now, we're not officially sailing as of the moment, our Linksystem is not yet available, but we're [censored] right now.
19:00
Speaker 1
Okay, let me look on him. So that would be a linksus link, what was it again? I said beta, didn't I? Okay. Um I should know better. I used to be a pilot. Okay. Um, they'll have seven B. It's only $299 that seems awfully cheap. Um, yeah, it does. I'm just that worries me that it's only $300.
20:00
Speaker 2
But you can check the model number via online store, authorized online store like such as Amazon, or through your local store if they have available. [silence] Mari Bravo Echo 7000. [silence] It came with three packs.
20:00
Speaker 1
I don't. Yeah, but you don't have anything more powerful right now. Wow. Wow. 6600 square foot coverage, uh.
21:00
Speaker 2
Yes, at the moment we don't have new Wi-Fi router available yet. And, and My name is who's your internet service provider. I'm Mike. Can you still hear me?
21:00
Speaker 1
Hello. Oh. Uh, Vive, V-Y-V-E, Vive. I think it's live Internet, live, whatever. Yeah, I I've just really concerned that would actually be a step down from what I've got. Um, except it's Wi-Fi. Well, I know it's a Wi-Fi six, but it seems to be a more powerful unit has stronger coverage.
22:00
Speaker 2
Hello Mike, can you hear me fine? Yes, hello. I can hear you now. May I know your internet service provider? Okay. [silence] All right. Thank you. And actually, this MB7000 can cater up to 2.5 of internet speed already. Your current one is a Wi-Fi 6. Yes.
22:00
Speaker 1
Well, I came. I've been looking for using this app. Because I haven't logged into the router. With my god. Good luck. Good luck of trying to remember what my password is. Oh, all right. If you, if you can you send me the the ticket number in a text message so I can have a copy of it. Oh, that's fine. Yeah, yeah. I. And I will like I said, I'll get all the information and then I.
23:00
Speaker 2
i see understand so you can try going to the first option like try um changing channel check the devices where are connected i mean changing wi-fi name over wi-fi bands or other ways to turn off um hum Okay. Unfortunately, I am not have the service for the text, but I can send it to your email. Where the take it. All right, that's great. So I'll send it after this call.
23:00
Speaker 1
[KEEP_UNCERTAIN] I will uh call back when I'm set and all ready to go. guess. No, appreciate your help very much. When is when it is okay, when is Lynx is supposed to come out with some other products? This is a little bit disturbing that they don't even have units out right now. Is there, is there an issue, frankly? (silence) Don't have a more powerful model. Okay. All right, because I just assumed just move up and do that. All right. All right, you'll send that to my email and I appreciate your help. Thank you.
24:00
Speaker 2
yes, that's okay like no problem and anything else that I can assistantly with links. As much as they would like to provide updates, but honestly, we still don't have like any update yet, when will be a newer model available be available? To be honest, we don't have. Not yet, yes.
24:00
Speaker 1
All right. Bye-bye.
25:00
Speaker 2
you're most welcome Mike. It's once again Rachel. Thank you for calling Linc Sis and have a wonderful night. Bye Bye
25:00