V2 Rubric Detail — 4a594f8c-66ae-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 22:30
Duration
20m 25s
Contact
anonymous
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent exhibited avoidance/evasion by failing to perform basic troubleshooting, provide accurate information, create a case, or escalate — constituting a critical compliance failure under B (Avoidance/Evasion).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve or meaningfully advance the Wi-Fi calling drop issue, provided technically inaccurate guidance, skipped essential diagnostic tools, and abandoned the interaction without case creation or escalation. The call ended mid-sentence with no resolution path, confirming a complete failure in support delivery.

V1 Case Analysis

MR7500 Wi-Fi calling drops; agent gave incorrect advice on 6 GHz security, WPA2/WPA3, and Express Forwarding. No UI walkthrough or resolution achieved.

Troubleshooting Steps
  • Collected serial number and model.
  • Discussed 2.4/5/6 GHz band behavior and separation.
  • Discussed WPA2 vs WPA3 security modes.
  • Mentioned Express Forwarding and UPnP settings.
Key Observations
  • Agent provided materially incorrect technical guidance:
  • - Claimed 6 GHz band security cannot be changed on MR7500 (contradicts KB; 6 GHz supports WPA3 only but is configurable).
  • - Advised downgrading to WPA2-Personal for 2.4/5 GHz without explaining risks or necessity (potentially reducing security).
  • - Incorrectly linked Express Forwarding to VoIP performance (not a standard fix for Wi-Fi calling drops).
  • No structured troubleshooting: no web UI navigation, speed test, channel change, or firmware verification.
  • Call ended without operational closure: no escalation, callback, or self-help path provided.
  • Communication was poor: agent failed to confirm understanding, gave contradictory advice, and allowed call to devolve into silence.
Positive Highlights
  • Collected correct model (MR7500) and serial number (45010M2AD02582) early in the call.
  • Attempted to address customer concerns about band separation and security modes.
Agent Errors / Gaps
  • Provided materially incorrect information about 6 GHz band security (claimed it cannot be changed, contradicting KB).
  • Advised downgrading to WPA2-Personal without justification, potentially reducing security.
  • Incorrectly suggested disabling Express Forwarding for VoIP, which is not a supported fix for Wi-Fi calling drops.
  • Failed to guide customer through router web UI to locate or change settings despite customer requests.
  • Did not verify WAN/internet stability, perform speed test, or check firmware version.
  • Ended call without confirming resolution, setting callback, or offering self-help path.
  • Allowed communication breakdown: failed to re-engage after customer confusion, let call lapse into silence.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ends mid-sentence with agent saying 'you can try disabling...' — no resolution, confirmation, or valid escalation achieved.
R2 Not Met Diagnostic thoroughness conf 97%
No structured troubleshooting: skipped reboot, firmware check, or signal analysis; relied on vague suggestions instead of diagnostic steps.
R3 Not Met Correct resolution path conf 96%
Did not verify warranty status, failed to determine correct path (troubleshoot/escalate/best-effort), and offered no appropriate resolution route.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No root cause analysis; repeated customer’s description without targeted questions or logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 96%
Never accessed router UI, performed speed test, or used logs — skipped tools clearly required for Wi-Fi calling issue.
T3 Not Met No misinformation conf 97%
Provided inaccurate advice: claimed 6 GHz band exists on MR7500 (does not), suggested disabling 'express forwarding' (likely meant UPnP), and misstated WPA3 applicability.
Communication
C1 Not Met Clear & professional language conf 97%
Long silences, poor call control, repeated requests for repetition, and no clear structure or transitions.
C2 Not Met Confirmed understanding conf 96%
Used unclear terms like 'expense forwarding'; failed to confirm understanding or adapt to customer’s confusion about settings.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
No ownership taken — no case created, no follow-up commitment, and repeatedly deferred action to customer.
O2 Not Met Proactive follow-through conf 98%
No next steps, timelines, or follow-up actions established before call ended abruptly.
O3 Not Applicable Closure confirmation conf 99%
No indication of prior contact; appears to be first interaction with no history to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Failed to escalate despite clear complexity, unresolved issue, and customer frustration — warranted escalation not initiated.
E2 Not Met Escalation prep & handoff conf 95%
No escalation executed, so critical elements (correct team, details, customer notification) were not fulfilled.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Minimal empathy shown; only brief 'I appreciate your help buddy' — otherwise transactional and disengaged.
X2 Not Met Tone & rapport conf 96%
Did not adapt to customer’s tone or confusion; failed to maintain engagement during repeated connectivity issues.
X3 Not Met Overall experience conf 97%
Forced customer to repeat serial number and navigate UI alone; added unnecessary effort and delays.
Call Transcript32 turns · 34 lines
Speaker 1
Welcome to Lynx's support. To ensure quality service, your call may be monitored. For in- warranty products, our support team is available to help with your product to red busted. If you have a question about this product, visit userid.lynet.bat when need. Okay. Thank you. Number.
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 visit register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be Please have your device's serial number and contact information ready. If unavailability kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Thank you, Gerald. [silence] [silence] [silence] The
04:00
Speaker 2
Thank you for calling.
04:00
Speaker 1
I feel lucky that you answered my phone call because I have a couple questions about my router. It's a Hydra, you know the 6E, but I can give you more details about it. What information do you need? Can you give information about me or my router? The [silence] serial number. Yeah, sure. Hold on. Let me go do the app here. Um, I having some issues with um with wi-fi, using wi-fi calling. You know, I was using before um a booster from T mobile and it wasn't working with wi-fi, but okay, the the the booster is phased out, but anyway. Now I need to use the wi-fi, but I have a lot of drop calls leaving a lot.
05:00
Speaker 2
For now just give me the serial number and the model number.
05:00
Speaker 1
Sure, not a issue. Let me just get the information for you. Okay, here's the information about the router. Okay. I have a serial number, I have model number. What do you need? Hello? Serial number? Serial number is four, five, zero, one, O, M, two, A, D, zero, two, five, eight, two. That's the serial number. Did you have found it?
06:00
Speaker 2
Serial number and model number [silence] based on the Serial number it's registered
06:00
Speaker 1
see I'm at that Kerry yeah yeah I bet you did you see that I don't have very very good Wi-Fi you know I have the MR 7500 series you know router MR 7500 series like how can I [silence]
07:00
Speaker 2
under the name of B. Ver]
07:00
Speaker 1
[silence] The issue is there's body and I appreciate your help. Yeah, you're my only hope. [noise] It is um, these are the ones when I use my my Wi-Fi for Wi-Fi calling, I get a lot of drops. A lot of drops and I got good, good, good internet service. It is, you know, a spectrum 500, I you know, 500 more than 500 like 600 up and 200 down. You know, I tried [noise] you know, the and I'm not far from from the router. You know, I I reset it, you know, I try again and uh but everything, you know, comes to the same thing. [noise] I thought, I hope I was going to work. Then I started talking to someone, I, I my call drops. You know, and the telephone company is. In the area where I live, it's, you know, it's very bad reception. So, you know, they, they insist, you know, use Wi-Fi, because you're not going to get, you know, good reception in your area. [silence] I was using Timo And they gave me a self spot. [silence] And the self spot, of course, they work with the, they pick up the signal and amplify it. But they, they phased it out. So it's not an option now. And I, and I should be working with Wi-Fi. [silence] I have a lot of people that use Wi-Fi. [silence] You know, but it's not You know, in my case [silence] I have dropped calls. Is there any trick, any fix that you can tell me to do in the configuration? [silence] We just cut the configuration here open. [silence] Are you there? Yeah, I'm here.
08:00
Speaker 2
Yeah, I'm here.
09:00
Speaker 1
Yeah, I am far away from you. Can you hear me well right now or not? No, I can't hear you now, but I mean, what I understand is that you are by the mountain in Bolivia, and the speed, and the call is dropping, right? Yeah, when I get phone calls using Wi-Fi calling with my iPhone, you know, it's an iPhone 7, uh, 70, it was a 70 Pro Max, uh, the latest model. And, you know, and it drops. And my signal as well, as strong, you know. Um, I, are you using VOIP as a matter of fact? Because I can see also a week, see, you know, your connection is a little weak too, you know, I don't know. I don't know what it is. Anyway.
10:00
Speaker 2
No, I can hear you now, but as far as I mean, what I understand is that you have 500 Mbps subscription speed and the call keeps dropping, right? [silence] [silence]
10:00
Speaker 1
I really appreciate your help buddy. Tell me, what can I do? I tried different things, you know, like, I divided the band, you know, I divided you know separated, you know, 2.4, 5.4, and separated. And I shut down the six, beyond, but the six should we should be working only with, you know, along with should be working with where I guess with the with the iPhone, I think it's the same technology. Is that right or not? Should the should the six band be working? But you know, when I was setting it up, you say, you know, you better have another, no, you know, you could better put another band, like, like 5.4 or 2.4. [silence]
11:00
Speaker 2
I yeah, this router have 2.4 and 5 gigahertz band.
11:00
Speaker 1
Yeah. yeah that's what I'm using and you know should I should I keep the six the six on or off? yeah oh yeah yeah this one yeah yeah this is the hydra yeah but easy but is there any advanced settings that I can use to get a better to get a to get a better reception and avoid
12:00
Speaker 2
we can separate if you want but right now it's currently combined, it works automatic. So it goes up to 2.4 and 5 gigahertz automatically. [silence] and that's [silence] well if you're I'm not sure if there's six gigahertz for this one. there's one. Well if your device is compatible to to that band then uh say just turn it on, leave it on. Anyway you're are only those devices who use that bandwidth can connect to it. But if they're not compatible, they won't be able to connect.
12:00
Speaker 1
the drop calls or not it it it's maybe a channel issue that you can just change the channel or maybe it's the security mode it's probably on repeat mode or it's the one tree the express is now or you can edit back to you or it takes a first now okay okay wait a minute yeah okay okay I have here a question okay the um the WP the WP a 2 should be personal or should be should be WP 3 or WP 2 WP 3 which one should I use WP 3 personal that's for the 2.4 is that correct or the five point for the 2.4 and how about the [silence]
13:00
Speaker 2
That, it's, it's all about Wi-Fi settings. So, just me, it may be a channel issue. You can just change the channel or maybe it's a security mode. It's probably on WPA to and three mix personal. You can set it back to or set it to WPA to personal. Or maybe a firmware firmware is not updated. WPA to personnel.
13:00
Speaker 1
And how about the 5.42, the personal, too. Now, so okay, for the 4.54, I should leave it on 5, I should put it on WPA3 personal or WPA2 personal, which one, two or three? WPA WPA personal, that's for the 54. Okay, and and the and the 6.0 doesn't matter, right? Huh? Yeah, doesn't matter. okay. You mentioned something about you know, there's like a firewall that I don't know about this, but I heard about it, that there's a firewall and the firewall sometimes you can say it.
14:00
Speaker 2
No, that that yeah, correct. That's for 2.4 and 5 gigahertz. Should be the same. The six gigahertz, you cannot change that. Leave it as WPA3. Do not change anything. WPA2 personal, the two. It doesn't matter, yeah.
14:00
Speaker 1
- it up to stay open for a little longer so it doesn't cut the communication something like that. It's something with a U. U. I don't know what the heck. I tried to find out about it. Some routers don't have that I guess. You know, it's access. I mean, gate access. No, it's no parental control. No, I don't have kids. Okay. Uh, priority. Should I use priority? No. Is that right? No priority. Hello? Hello. I say, okay. Yeah, yeah, yeah. Okay. It's kind of off. I know. Should I use priority or not? For certain devices. For certain devices, should I use priority or not?
15:00
Speaker 2
I'll open Duhn You gonna need to say again because I'm not hearing you You're too far Priority for What is it? Like the firewall What?
15:00
Speaker 1
High priority, high priority. If you want to, you should use that. Yeah. I heard that today. No, I don't want to take much of your time, but I need some issues. Anything that has to do with connectivity? Connectivity? No. Okay. Nothing with connectivity? Okay. How about the, no. Okay. Well, okay. Okay. Now, before I let you go, if this router doesn't work. disabling work. disabling what? Okay. you can note the express port for the. Oh yeah, yeah. Okay. Okay. Okay. Okay. Okay. Yeah. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Yeah. Okay. Silence. Silence. Silence. Silence. Okay. Yeah.
16:00
Speaker 2
if you want to prioritize the devices you should use that however when they're online they consume more so if they're online they're going it's going to interfere with other devices connectivity none connectivity nothing with connectivity other than the parameter well you can try disabling the sorry sorry the connectivity you can go to administration you can disable the express forwarding make sure that also the application layer is turned on that's for the voip [silence]
16:00
Speaker 1
yeah, okay, okay, okay, let me see, um, okay, you to me in advance. Oh my goodness, a last connect. You want me to you tell me to go to Connectivity? yeah, yeah. I mean, administration. yeah, administration. I mean, I in administration. Okay, it says, it says, advanced, advance routing, administration. Okay, I am in administration. What can I do here? In administration? Okay, what is that bubble? What is that? What is saying looking for? A Okay, let me see. No access via wireless. No, I'd say I don't, I don't see it. I don't see where
17:00
Speaker 2
close you know, you do the expense forwarding. You can disable the expense forwarding. Sorry, the unfortunate not hearing you.
17:00
Speaker 1
is that, I said, you know, UP, UP and P NP is checked, should I leave it checked or not, UP and P, UP and P. Check or uncheck, should it be checked or unchecked? Check. Yeah, your B and B should be enable. Enable, okay, say allow users to configure. Okay. Also enable should be enabled. Yeah. The computer should be enabled. I'll allow users to disable internet access. Okay. You're not to disable, I'll leave it unchecked. Unchecked, okay. It says, you know, oh, it's preset forward, it's enabled. Should it keep enabled or disabled? Express. Disable. Or disable. Okay.
18:00
Speaker 2
yes that that's correct yeah that that should be yes so the yeah UPnP should be enabled that also should will will and able should be allowed user to configure should be enabled yeah do not disable that leave it unchecked, unchecked, yeah, how disable that by default it's enabled, so you can disable that.
18:00
Speaker 1
Let's see if it works. OK, now the final question. Here's the, if I need to throw this router in the trash, what router do you because I'm sorry, but I love lenses, okay? I'm sorry. I mean, what lenses would you recommend? One that is a state-of-the-art, the newest, the best, which one should I buy? You see how much I love lenses? Yeah, and we appreciate that. MX 6200. Six, two. Yeah, is there another one, or that would be the only one? Yeah, yeah, M is M or N, N-B or 7000.
19:00
Speaker 2
the Mary, B is in boy, E is in Edward, seven, zero, zero, zero.
19:00