V2 Rubric Detail — 4d0b858a-7557-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 14:15
Duration
10m 50s
Contact
Erin
Issue Type
—
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135485
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separate the 2.4ghz and 5ghz band
⚠ 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.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication0.00/5
Ownership3.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall52.1% (+32.1)

V2 Grader Summary

Customer confirmed resolution ('I figured it out', 'That's what I needed today'), so outcome is successful despite agent's technical inaccuracy (T3 Not Met) and poor communication/ownership follow-through. Agent provided best-effort OOW troubleshooting (R3 Met) but failed to confirm understanding or give clear next steps.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer said 'Okay, I think I got it... That's what I needed today' and 'I figured it out', indicating the band separation issue was resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer to web interface but gave vague, disorganized instructions (e.g., 'let's try to check if you can still separate the band... kindly open a browser') without systematic diagnostic flow.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as end-of-life (VLP01) and offered best-effort troubleshooting for band separation instead of dismissing, aligning with OOW expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for model/serial and connection status but did not probe the specific symptom (band separation) in depth or diagnose root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately directed customer to use local web interface (http://myrouter.local), a valid and necessary tool for configuration changes; no special tools were required.
T3 Not Met No misinformation conf 100%
Agent stated 'there's no option for you to edit' the SSID, which is materially incorrect per KB (adjacent_connecting_devices.md) that confirms SSID/password can be viewed or updated via local web interface.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked clear framing, had awkward silences, abrupt transitions, and no structured flow; agent did not maintain control under customer confusion.
C2 Not Met Confirmed understanding conf 85%
Agent used confusing language ('um yes um let me double check'), failed to confirm understanding, and did not adapt to customer's level or confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and attempted to help despite device being end-of-life, demonstrating ownership.
O2 Not Met Proactive follow-through conf 90%
Agent never gave concrete next steps or timeline; call ended without clear hand-off, follow-up, or resolution confirmation.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted given EOL status and non-critical configuration request; agent correctly managed within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer's cost question or frustration; no empathy statements were made despite repeated confusion.
X2 Not Met Tone & rapport conf 80%
Agent did not adjust tone, pace, or simplify instructions despite customer confusion and repeated requests for clarification.
X3 Not Met Overall experience conf 90%
Customer had to repeat information and ask agent to start over multiple times, indicating unnecessary effort due to poor guidance.
Call Transcript18 turns · 19 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. 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.
00:00
Speaker 1
First of all, how much does this phone call cost? Okay, I'm not sure. I don't know if it's out of warranty or not. I don't remember how long I got it, but what I'm trying to do is separate the 2.4 GHz network from the 5G GHz network because I got a blink system that I need to add to it, but it needs a 2.4 GHz system to run. Yeah, gimme one second here. I have it on a picture.
01:00
Speaker 2
You can also connect with other users for tips and guidance at reddit.com slash r slash link sys.
01:00
Speaker 1
The serial number is 26D13M55C00949. Yeah. It is VLP 01.
02:00
Speaker 2
Can you see there the model number, ma'am of the device?
02:00
Speaker 1
Uh, breath line.
03:00
Speaker 2
but when you go to the Wi-Fi list in your phone man, you only see one network. I only the guest network and the other network. that's correct. All right. Let me check here. And also my name know who is your service provider. All right. Because with this device that you have, I'm up checking the model number that you provided to me.
03:00
Speaker 1
Yeah, I'm on my- I have a laptop right in front of me right now. Yes. Okay.
04:00
Speaker 2
Your device was already part of end of life and end of support device. It means we don't provide technical support for the device anymore and also no updated firmware. But since you just want to separate the band, let's try to check if you can still separate the band of this router that you have. Do you have a computer or an iPad or a laptop that you can use to access the web interface of this router? [silence] All right. So that laptop, uh, is it connected now to the Linksys Wi-Fi? All right. So since it's connected, ma'am, kindly open a browser. [silence] All right. On the browser, kindly type in HTTP colon slash slash. My router.local and enter. All right. Uh, what does it show? Snap on the page.
04:00
Speaker 1
All right, I gotta choose a secure password. Hmm. All right, it's bringing this up here. It says smart Wi-Fi tools, and it's got like a waiting. Okay, there we go. All right, now what do I do? Okay. Can I just make my... I was just gonna see if I could make my guest network
06:00
Speaker 2
yes the main one the one that is connected to your modem right so yeah you need to create an admin password for you to access your router settings. all right so you are already on the page the blue page all right so then uh-huh
06:00
Speaker 1
could. Is that possible? Can I do that? I'm sorry. I'm. I'm. Can you start that again? What am I doing? I don't. I see where it's just like say like California. Okay. And should I click that?
07:00
Speaker 2
um yes um let me double check here can i go to the guest network um i think there's no option for you to um make it into point four since the guest network cover the two networks and can you scroll down ma'am and then find the c-a word um on the bottom of the screen there is an end user license agreement small um short words on the bottom um scroll down and find the c-a word on the bottom um yes yes click the c-a
07:00
Speaker 1
Okay, so I see Wi-Fi settings it says, McDonald's twice, it says 2.4 gigahertz and 5 gigahertz. So does that mean it's separated out now? Yes. Okay, how do I rename it? Yes, not letting me do that. [silence]
08:00
Speaker 2
[silence]
08:00
Speaker 1
no, it's not letting me do it. [silence] I am not seeing an edit option here. I'm seeing a Wi-Fi settings. and then it says McDonald's with a caret next to it. and if I click on the caret or the McDonald's, it just tells me what the password is. and I think I could change the password, but that's not what I want to do. and it's not like it's not letting me change the name of the actual network though. oh, I found out how to do it. I figured it out.
09:00
Speaker 2
So there's no option for you to edit also. Okay let me double check. Okay, alright then. So once you check,Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
09:00
Speaker 1
Okay. Okay, I think I got it. Okay. Appreciate it. nope. That's what I needed today YouTube.
10:00