V2 Rubric Detail — 53c3de54-6fd0-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 13:26
Duration
14m 40s
Contact
Sherry Frey
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall33.1% (-20.9)

V2 Grader Summary

The agent failed to resolve the customer's request to change Wi-Fi frequency and did not guide them to band settings. While speed tests were run and results interpreted correctly, no actual troubleshooting of interference or configuration was performed. The issue remains unresolved due to lack of technical guidance and high customer effort, though the agent maintained basic professionalism.

V1 Case Analysis

Customer reports intermittent Wi-Fi disconnects on phone and requests to change Wi-Fi frequency to reduce interference. Agent collected MX6200 details, ran speedtest, provided ticket #3030650, and advised monitoring the connection. No guidance on adjusting 2.4 GHz/5 GHz bands or router UI access was provided.

Troubleshooting Steps
  • Confirmed router model MX6200 and observed LED status (solid red → solid white).
  • Asked customer to run speedtest.net three times and recorded results (~527–547 Mbps download).
  • Discussed possible ISP speed limits and wireless interference.
Key Observations
  • Agent did not address the customer's request to change Wi-Fi frequency or separate 2.4 GHz/5 GHz bands, despite it being the primary ask [01:00, 05:00].
  • No guidance was provided to access the router web UI (http://192.168.1.1 or http://myrouter.local) to adjust band settings, as outlined in adjacent_common_wifi_questions.md.
  • Speed test was performed while the connection was stable, but no action was taken to investigate the root cause of intermittent disconnects.
  • No firmware update check was suggested, despite potential instability issues addressed in universal_firmware_update.md.
  • Ticket number was provided [13:00], but no follow-up was scheduled, no KB article shared, and no self-help path offered beyond 'call back'.
Positive Highlights
  • Accurately collected device model (MX6200) and serial number (58W10MBD08930) [03:00].
  • Provided a ticket number (3030650) for reference and continuity [13:00].
  • Maintained a polite tone and attempted to clarify customer statements when needed.
Agent Errors / Gaps
  • Failed to address the customer's request to change Wi-Fi frequency or separate 2.4 GHz/5 GHz bands [01:00, 05:00].
  • Did not guide the customer to the router web UI to adjust Wi-Fi settings or check firmware, missing a critical troubleshooting step per adjacent_common_wifi_questions.md.
  • Inefficient call flow: jumped to speed testing without validating current connection state or checking for interference mitigation features.
  • Did not confirm whether auto-update was enabled or suggest a firmware check, despite firmware issues potentially causing instability (universal_firmware_update.md).
  • Did not offer any self-help resources (KB articles, support.linksys.com) or explain how to manually separate bands.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly requested help changing Wi-Fi frequency to address interference; agent did not resolve this or guide to band settings, only suggested monitoring.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped key steps: did not check firmware, access router settings, or verify 2.4GHz/5GHz configuration despite customer asking to change frequency.
R3 Partially Met Correct resolution path conf 90%
Agent correctly assessed that current speeds were acceptable and advised monitoring, but failed to offer best-effort guidance on changing bands despite OOW expectation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified symptom (Wi-Fi drops) and linked it to LED changes, but did not ask about device type, band usage, or nearby networks to isolate interference.
T2 Not Met Appropriate tools / resources used conf 94%
No use of router web interface (http://192.168.1.1 or http://myrouter.local) to check or change Wi-Fi band settings, despite being necessary for requested action.
T3 Partially Met No misinformation conf 87%
Agent correctly explained speed test process and interpreted results, but gave no technically accurate guidance on changing Wi-Fi frequency as requested.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic call flow but repeated questions, asked customer to speak louder unnecessarily, and failed to set clear expectations for resolution path.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but did not confirm understanding when discussing speed test or ticket number; customer repeated 'okay' without clear comprehension.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent provided ticket number and invited callback, but did not take ownership of guiding customer through frequency change or follow up on solution.
O2 Partially Met Proactive follow-through conf 87%
Next step was vague: 'monitor and call back if needed' — no specific action, timeline, or ownership assigned for resolving interference issue.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and issue did not meet escalation triggers (e.g., hardware fault, setup failure).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent remained polite and professional, but did not acknowledge customer frustration or repeated effort; only asked customer to speak louder.
X2 Partially Met Tone & rapport conf 83%
Agent continued at same pace despite customer confusion and repeated 'okay'; adjusted slightly by repeating ticket number but did not re-engage on core issue.
X3 Not Met Overall experience conf 90%
Customer asked to run speed test three times and repeat information; agent could have used single test and avoided redundant steps.
Call Transcript29 turns · 29 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 2. [silence] 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 products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, [silence] page. [silence]
00:00
Speaker 1
Yeah, I was instructed to call, uh, I am having trouble staying connected to Wi-Fi. And, um, I am told that it could be wireless interference. And I'm asking if there is a possibility to change the frequency of the Wi-Fi network. They change the frequency. They just told me to tell you that that might be what is causing the issue because on my phone, I keep having the Wi-Fi cut out.
01:00
Speaker 2
support option may be available depending on the issue. Hi. Thank you for calling link this is the Regina Elena. Okay, so what you mean for there is a wireless frequency?
01:00
Speaker 1
Yes. Yes. Yes? The [silence] model number. [silence] I have. Do you want [silence] that? Yeah, but I only have one working. Uh [silence] the other one I haven't even taken out yet. Is it a model number or serial number?
02:00
Speaker 2
But is this your first time calling us for support? Okay. So let me just confirm if I'm talking with sherry fray. And your email ma'am is sherry at hotmail.com. And how many Linksys devices do you have? You have two. You have two routers. Okay. Can I provide the serial number of your Linksys router? The serial number of the main router or?
02:00
Speaker 1
Okay, hold on. Let me see if I can find that. It's 5, 8W10M as in master two. B as in boy, D as in dog 08930. Yes. Well, earlier it was red. The light was red and now it's back to white. [silence]
03:00
Speaker 2
or the parents node. Okay, so the model number of your linksys device is an mx6200. And what is the current light indicator of the parent node, Sherry? I guess. Okay, so you mentioned earlier that your
03:00
Speaker 1
It was red. Now it's white again. I'm not understanding what you said. Sorry. Yes. It was solid red, but now it's solid white again.
04:00
Speaker 2
one keep keep disconnecting from the network right? So when it disconnect what is the light indicator of the router? but it turns so no what I mean is when your phone got disconnected to your network the light indicator of the router turns to solid red and then turns to solid white. Okay so you mentioned earlier that you're calling regarding of your phone because it keeps disconnecting from your network. Okay so when it disconnect if it try to observe the light indicator of your Linksys router if it is changed change from solid white to solid red. Okay and let's try to connect you
04:00
Speaker 1
It seems to be connected now because the light is solid white. I called Spectrum, my, um, internet and they said everything was fine and they suggested I call you and ask you to change the frequency of the wi-fi network because there might be other wi-fi interference or something, wireless interference. It was solid red but then it turned to solid white.
05:00
Speaker 2
Can you please speak a bit louder? | Is there a power outage that possibly caused the issue? | [silence] When you tried to call them earlier, the light indicator of the router is still solid red. | which means it's already working. | Can we try to connect your phone, Sherry, and then check if...
05:00
Speaker 1
I am connected now. Yes. I'm fine now. What would I... what where my where my were my where where do I do this from oh my phone and how do I do that? Speed test? okay
06:00
Speaker 2
Disconnect. And then try to do a speed test. Open a browser. Search speedtest.net. And can we run a speed check three times? Speed test. Yes. Open a browser. And then search speedtest.net. Yeah. Speedtest.net. [silence]
06:00
Speaker 1
I'm I'm on that speed test is better with the app it says. Where do I do that from? Okay. I'm doing it now. It's uh fluctuating between 540 and 550 544 544.13 is it um downloaded.
07:00
Speaker 2
And then kindly run a speed check three times. Speedtest.net, Sherry. That's why you try to access speedtest.net to test the speed that you're getting from your internet. Okay. You've got 540 in BPS for the download speed.
07:00
Speaker 1
What is that? Test again. Okay, it says download MPE544.13. Should I hit the test again button? [silence]
08:00
Speaker 2
and for the upload speed, okay, so when you, when you're going to run a speed test, Cherry, there's a result for the download speed and the upload speed.
08:00
Speaker 1
It says 5-47.83 5-47.83. is that what it's supposed to be? where do I get that? So, I have to call spectrum.
09:00
Speaker 2
Sorry. 587. around. uh, try to figure out and alter your internet speed subscription from your provider. yeah. you're paying monthly for this one, sherry. so you can try to check your bill or ask spectrum regarding of your internet plan. uh
09:00
Speaker 1
all right. okay. so i should do it again? [silence]
10:00
Speaker 2
Do you have any idea of your internet plan or your internet speed subscription? I guess you're paying monthly? Is it 1 gigabit per second, 500 in mps because 544 or 547 is actually good enough. [silence] More than um when you try to do a speed test for the third time. Um How many Mbps? Yes.
10:00
Speaker 1
It says 527. Here. Okay. On the Linksys, it's solid white. I don't have the other one connected. Um I'd have to find it because I don't know where it is.
11:00
Speaker 2
and since you have two linksys routers in the parent node is currently working your phone is also connected successfully and have a good signal can you please check the light indicator for the child node okay so your two links routers are both solid white so would you like to connect that one so that we can so that they can assist you
11:00
Speaker 1
[HUMAN_REVIEW] is at this point I still have it in a box usually I would have that going like maybe upstairs or something or if my son were here using it for his uh uh work speed but I since he's not here I don't have to use it should it always be connected It has two floors upstairs and downstairs there is an attic but we don't use the attic
12:00
Speaker 2
Okay, I see. Okay, so. Okay. And no, because each, there's only one node. Or, may I ask, how big is your house, then how many floor level space to have? Okay. I see. Okay, because each of the node can actually cover up to 3000 square feet. But of course for future purposes, Sherry, if you need a node to extend the Wi-Fi cabinets of your,
12:00
Speaker 1
Okay. Okay. Okay. Okay. Can you repeat that, please? [silence]
13:00
Speaker 2
feel free to call us back so that we can assist you setting up the other one. And for the wireless connection, um, you typically get only or about 60% to 80% of the maximum speed because of the nature of wireless technology. So it's due to the interference. But since your network is currently working, Observe, monitor the connection, and if the issue continues, please feel free to call us back. I will provide you the ticket number for the next technician to quickly access your information. So it's three zero three zero six five zero. Yes, of course. Zero three zero six five zero.
13:00
Speaker 1
That is what? T-test? Speed test? Oh, okay. Speed test case number. Okay. Okay. Alrighty. Thank you. Okay, great. Thank you. Bye.
14:00
Speaker 2
Thank you. Your ticket number. Yeah, your case, your case number. Length said that length says ticket number. Okay. You're welcome, Cherry. And thank you also for your time. And don't hesitate to call us back if you need further assistance. Have a great day. Bye.
14:00