V2 Rubric Detail — 50c7e528-6b62-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 22:09
Duration
14m 22s
Contact
Jacqueline Blank
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133982
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wireless configuration
⚠ 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 engaged in Avoidance/Evasion (B) by refusing to troubleshoot a standard configuration issue and immediately pushing a paid out-of-warranty service instead.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to diagnose or resolve the missing 2.4 GHz band issue, skipped all technical troubleshooting, and defaulted to a $15 out-of-warranty charge. No valid tools or diagnostics were used, and the interaction lacked empathy, ownership, or clear next steps, resulting in an unresolved case with critical failure due to evasion of support duties.

V1 Case Analysis

Customer (MR7350) reports 2.4 GHz SSID not visible on any device; webcam cannot connect. Agent offered $15 out-of-warranty support without troubleshooting and provided incorrect advice about 'separating bandwidth' and a 'battery.' Issue unresolved.

Troubleshooting Steps
  • Collected serial number and attempted warranty lookup
  • Offered paid out-of-warranty support
Key Observations
  • Agent never verified whether the 2.4 GHz band was enabled or checked band-steering settings in the router's web interface.
  • Agent provided materially incorrect technical advice: 'separating bandwidth' and 'battery' are not valid settings or components on the MR7350 (contradicts KB guidance).
  • Paid support was offered prematurely without any basic troubleshooting steps (e.g., checking band-steering settings, rebooting the router).
  • Agent did not confirm resolution or set a clear next step or callback, leaving the customer without a path forward.
Positive Highlights
  • Collected model number and serial number from the customer.
  • Attempted warranty lookup using the provided serial.
Agent Errors / Gaps
  • Failed to follow standard Wi-Fi troubleshooting flow (check band settings, reboot, verify SSID broadcast) as outlined in the KB.
  • Provided materially incorrect technical guidance: 'separate the bandwidth' and 'battery' are not applicable to the MR7350 (contradicts universal_speed_performance.md and adjacent_smart_home_iot.md).
  • Offered paid support without first attempting basic troubleshooting steps.
  • Did not confirm resolution or set a clear next step or callback, leaving the customer without a path forward.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
The agent did not restore the 2.4 GHz network or confirm the webcam could connect; the call ended without resolution.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed (e.g., checking SSID broadcast, firmware, or band settings); the agent immediately shifted to warranty and payment discussion.
R3 Not Met Correct resolution path conf 97%
The agent defaulted to charging $15 for out-of-warranty support without attempting configuration troubleshooting, which is the appropriate path for an MR7350 Wi-Fi issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
The agent failed to identify the root cause (likely hidden SSID or mixed mode interference) and asked no diagnostic questions about Wi-Fi settings or firmware.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., router admin UI, diagnostics) were used despite the need to verify 2.4 GHz SSID broadcast and security settings.
T3 Not Met No misinformation conf 97%
The agent said 'separate the bandwidth... the battery is currently combined,' which is technically inaccurate and not a valid instruction for MR7350.
Communication
C1 Not Met Clear & professional language conf 96%
The agent failed to set expectations, lost control of the call, and abruptly introduced a payment option without transition or resolution path.
C2 Not Met Confirmed understanding conf 95%
The agent used vague, non-adaptive language and did not confirm understanding, leaving the customer confused despite repeated explanations.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
The agent avoided ownership by pushing a paid service instead of resolving a common configuration issue on a supported device.
O2 Not Met Proactive follow-through conf 96%
No clear next steps were provided; the only action suggested was a $15 payment, which was not accepted or confirmed.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted at this stage; the issue was within L1 scope but not addressed.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Minimal empathy shown ('got it. I understand.'); the agent quickly pivoted to a payment request without acknowledging frustration or effort.
X2 Not Met Tone & rapport conf 94%
The agent did not adapt to the customer’s tone, distractions (puppy), or repeated confusion, maintaining a transactional approach.
X3 Not Met Overall experience conf 96%
The customer repeated the issue multiple times; the agent did not reduce effort by providing clear, actionable guidance.
Call Transcript20 turns · 24 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.linksist.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2.
00:00
Speaker 1
Hi, my name is Jacqueline. I have a link set up system. The router is the MR7350. I'm trying, so I have the 2.4 and 5.0 bands, but my 2.4, I needed to set up a webcam for my farm, and it was working, but now I can't get the webcam to acknowledge it. And when you look it up, it doesn't show as being available. And that's what the webcam tells me, that it's no. That it's not in [silence]
01:00
Speaker 2
a port option may be available depending on the issue.
01:00
Speaker 1
It can't find it. So then I went into my phone and it will allow me to go to the five, the 5G or 5G band, but it won't let me, it won't show me the 2.4. It says it's not there. So I don't know how I get it back. I tried to go into my advanced settings to see if I could get it back and it won't, it like I can't, it won't do anything. So I don't know what to do. Does that make sense? Do you know what I mean? Um, let me see real quick. It is the serial number 33C10M25A04310. It's been a good router and like, you know, I just.
02:00
Speaker 2
what is... yeah what is the serial number of this one? [silence]
02:00
Speaker 1
I don't know what like I can see it there. It shows me it in the links um the um the app that I have on my phone. It shows it there, but I can't get it to work. I can't get that one that band to work and I don't know why. And I kind of I wouldn't care, but um the camera will only hook up to 2.4. Hold on now Jacqueline J A C Q U E L I N E blank B L I N blank. I'm so sorry. She's I got a puppy. A very bad puppy. [dog barking] [silence] I'll be right back. [silence]
03:00
Speaker 2
got it. I understand. Okay, what's your first name and last name? spelling. what is your email address?
03:00
Speaker 1
A b...L e. Pretty good. Cable. S-P-E-D-CO.M. S-P-E-D. A-R-B-O-R. It's not helping her barking. A-R-B, uh, uh, S as in Sam, C as in cat, A as in apple, P as in Paul, E as in elephant.
04:00
Speaker 2
Could you say cable see dot comm? Again, last minute. One more time with the email.
04:00
Speaker 1
SL_speed.D. as in dog.com. as in bad dog. Yes, get a toy. Go ahead, go get a toy. Thank you. It is um, RCN. RCN. Um. used to be um, uh what was it? Broad stta or something like that, or a st town. I think it still might come up under a st town sometimes. I thought that they came out and they redid a cable line when we had it like an ice storm. And the guy was working on this, so I don't know. I thought maybe he might have unplugged something, but I don't think so. There's nothing. The only thing he's changed was an Nic port, and I don't know if that helped [KEEP_UNCERTAIN] I do not. I don't. Cause I think this is like the second one. stop. M. Um I want to say if we're how I purchased I don't know if I purchased this at it could have been anywhere. It could have been Best Buy. It could have been Walmart. It could have been Office Depot. Not really sure. I don't think so. I don't. I don't think it has been. I don't. I don't I honestly don't think it has been. This is like I said, this is the
05:00
Speaker 2
yeah. let me see. okay. do you remember when and where you purchased this one? is that more than one year? ago? or?
06:00
Speaker 1
second one I had uh, OK, that would figure uh, I know I don't have a copy of the receipt. Yeah, that would figure. Well I know it's so it's hold on a minute because I have I have, they should have, hold on. I have an account with um, uh, uh. Let's see the newsletter, two-step verification, subscription and uh,
07:00
Speaker 2
hmm, The reason for asking is that when I check the serial number, it shows no data here. So I need the copy of the receipt to update the warranty. Okay. Alright. Unfortunately, for out of warranty devices, this will be the most out of warranty, since there's no data for this. Unfortunately, we charge $15 for out warranty devices. now we cannot see it right here if you want i can send you the guide now you can log in to your system settings and separate the bandwidth i think the battery is currently combined so you just need to separate it
07:00
Speaker 1
Well that's the bandwidth, the two point four, right? But it says it's on, right? Through, through main, the main. And then if you go down to Wi-Fi settings, right. It brings up that one, which is two point four gig band. It says D E and it shows me my password. Well, it doesn't show you the password. it says dot, [silence] but if you press one, it will. And then it'll say advanced Wi-Fi settings, and it's mixed, WPA 2 personal. right. So then if you go back to the bands, it'll say, the second one is 5G and it says D just 96, not 961 and that's under the 5G. right. So that one's working because that's what shows on my phone, but the 2.4 shows on your, when the web website that I just said, the, the Apple my phone, but it doesn't show like on my phone or anything. It doesn't show like on any of my devices that I'm trying to link to it. Stop them. Does that make sense? Do you not understand what I mean? Does that make sense? I have that, I have that, like that's how, you know, I have that, and then I have a guest network, that's all. So, I can go in and I can turn that on, but I don't even think that's two point. I don't think that, um, I don't I can't see the bandwidth on that one. I can see, I can, so on my phone, like in my Wi-Fi settings, I cannot see it at all on that one. I can only see the five. I used to be able to see it. The OD it would, cause one is OD in.
09:00
Speaker 2
Okay. So, on your phone, you cannot see the 2.4 name, correct?
10:00
Speaker 1
96. And the 2.4 is ODE, 96. 1. Emily, stop. Huh? Exactly, well, even on the app, on the app, it shows the 2.4 is the main one, and I would think the five should be the main one, right? Exactly. Yes, it's showing it's the main one. Yes. And I would think that's... No, I mean, it's the, the 2.4, when you, when I go onto your app, right? It says ODE, 96, 1. That's the 2.4 with the blue, a blue dot. Exactly.
11:00
Speaker 2
Right, so that's on the apps, right? You can see it on the app, but when you go to the network place, you cannot see that. Correct, like in your Wi-Fi settings, your phone Wi-Fi settings. the 2.4 is the main one. There's, there's no, there's, there's no main Wi-Fi.
11:00
Speaker 1
That's what the internet Online shows on the the screen where it says, I got right now, I have three devices that are hooked up. It's showing my internet speed. It's showing one router, right? It shows me the last five connections. And the OD 961 at the top where it says, Internet Online. That's the 2.4 connection. But then when I log into my phone and say, okay, what Wi-Fi AM I hooked up to? It's showing me that I'm hooked up to the that it shows me that that doesn't exist. I don't know why. And it shows me that I'm hooked up to the 5 the 5G. I I I don't know. I I
12:00
Speaker 2
I see. We'll figure out what to do with that. But what's your plan from this? You want to proceed and pay the $15? [silence]
12:00
Speaker 1
[silence] I thank you for trying. Thank you. New.
13:00