V2 Rubric Detail — 5e1a765c-6e6c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 18:58
Duration
9m 54s
Contact
Susan Coplian
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134318
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300 Separate the 2.4 and 5 GHz

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership3.50/5
EscalationN/A
Customer Exp3.93/5
Overall41.2% (+19.2)

V2 Grader Summary

The agent correctly identified the EA8300 model and confirmed it was out of warranty but failed to provide any best-effort troubleshooting to separate the 2.4 GHz and 5 GHz bands. Despite the OOW status, no attempt was made to guide the customer through accessing the router UI or adjusting settings, resulting in no resolution. The interaction ended with only a promise to email instructions, leaving the issue unresolved.

V1 Case Analysis

Customer (Susan) called to separate 2.4 GHz and 5 GHz Wi-Fi bands on EA8300. Agent incorrectly stated the router was out of warranty, provided incorrect URL (register.linksuss.com), and offered paid support without providing any technical steps. No resolution achieved; agent promised to email instructions but did not confirm delivery.

Troubleshooting Steps
  • Collected model number (EA8300)
  • Collected serial number (68810682)
  • Incorrectly stated warranty expired without verification
Key Observations
  • Agent failed to provide any technical steps for separating 2.4 GHz and 5 GHz bands, despite this being a documented procedure in the KB (universal_wifi_band_management.md).
  • Agent incorrectly declared the router out of warranty without verification or asking for purchase date.
  • Agent provided a misspelled and incorrect URL: 'register.linksuss.com' instead of 'register.linksys.com'.
  • Agent offered $15 paid support without assessing eligibility or attempting troubleshooting.
  • No confirmation that promised email instructions were sent or contained correct steps.
  • Call lacked any meaningful troubleshooting or guidance, resulting in no resolution.
Positive Highlights
  • Correctly identified the customer's issue as a combined 2.4 GHz/5 GHz SSID [01:00].
  • Accurately collected the model number (EA8300) and serial number (68810682) [03:00].
  • Captured the customer's email address for potential follow-up [08:00].
Agent Errors / Gaps
  • Incorrectly stated the router was out of warranty without verification [06:00].
  • Provided incorrect registration URL: 'register.linksuss.com' [00:00].
  • Failed to provide any technical guidance on separating 2.4 GHz and 5 GHz bands, despite this being a standard procedure for EA Series routers (KB: universal_wifi_band_management.md).
  • Offered paid support before attempting troubleshooting or confirming the issue was out of scope for free support.
  • Did not verify if the email address was correctly captured before promising to send instructions.
  • Did not follow standard troubleshooting flow: no confirmation of current settings, no access to router UI, no step-by-step guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue during the call; only offered to email instructions without guiding the customer through the actual steps to separate bands.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting was conducted — agent did not guide customer to access router UI, verify current settings, or attempt any diagnostic steps before deferring to email.
R3 Not Met Correct resolution path conf 95%
Although the device is out of warranty, agent failed to provide best-effort troubleshooting (e.g., guiding to http://192.168.1.1, checking wireless settings) as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask relevant diagnostic questions about current SSID configuration, what the customer had tried, or symptoms — only confirmed model and warranty status.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — agent did not attempt to guide customer to web interface (http://192.168.1.1 or http://myrouter.local), which is necessary to manage band settings on EA8300.
T3 Met No misinformation conf 99%
All information provided — warranty status, AI chat location, paid support cost, email follow-up — was factually correct and consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent collected information and moved the call forward but failed to set expectations about resolution path; call ended without confirming understanding or closure.
C2 Met Confirmed understanding conf 94%
Agent used clear, simple language, repeated the email for confirmation, and apologized when customer expressed confusion (e.g., 'I'm lost').
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent took ownership by offering to send instructions and creating a case, but did not attempt any real troubleshooting before falling back to email.
O2 Met Proactive follow-through conf 95%
Agent clearly stated they would send instructions after the call, providing a defined next step with implied timeline ('give me a minute or two').
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this type of inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite and used courteous language but did not explicitly acknowledge customer frustration or effort; empathy was generic, not personalized.
X2 Met Tone & rapport conf 93%
Agent adjusted tone and repeated information when customer indicated confusion, maintaining engagement despite technical difficulty.
X3 Met Overall experience conf 94%
Agent avoided unnecessary repetition, collected required info once, and offered to handle instructions via email, reducing customer effort.
Call Transcript18 turns · 19 lines
Speaker 1
I'm trying to find out it's my router is the 2 or... two and 2.4 or 2.5 or the
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 visiting register.linksuss.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, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. [ silence ] Hi, thank you for calling Linksys, technical support. My name is Ellie, how can I help you?
00:00
Speaker 1
No, I don't remember doing that. I wouldn't have known how. A combined one? A combined one? Okay. It's what? Okay. And how do you know them? How do you know that's what I have? What you guys always have? Laces? When does it show only one?
01:00
Speaker 2
Okay, uh, do you, um, do you remember separating, the, um, the two, two bandwidth before, uh, why, uh, no? Uh huh. Okay, so, if that is actually the case, so, uh, you are currently connected to a combined two point four and five, um, signal of your Linksys router. Yeah, it's a combined, yes, it's a combined Wi-Fi of your two point four and five. It's a combined Wi-Fi of your two point four and your 5 GHz band. But if you need to separate, yeah, uh-huh. Yes, by default, it only shows one Wi-Fi network.
01:00
Speaker 1
uh huh? Okay. Okay. well, how do you separate it? um the model number
02:00
Speaker 2
when you first purchase it, when you first set it up, it only shows one network. Yes, and that is the one that you can see underneath the router. Yeah, that's the one. Now if you don't see any other network aside from that one, then the 2.4 and 5 GHz on your Linksys router is absolutely combined. Or you did not separate it yet. before we proceed on some other troubleshooting, let me just gather some information. Can you give me the model number and serial number of your Linksys router?
02:00
Speaker 1
number is, let's see, the model is E Edward A apple 830021, P as in Paul, 10C as in Charles, 68810682. I'm not sure, I'm not sure if it, I just need to know what one it is.
03:00
Speaker 2
Okay, Thank you so much. Can you give me the serial number? Okay, Thank you so much and give me one moment. And by the way, ma'am, is this like your first time calling Linksys?
03:00
Speaker 1
Susan S-U-S-A-N last name is C-O-P-L-I-E-N, Charles O-P-L-I-E-N. Charter, spectrum?
04:00
Speaker 2
Oh, okay. So, uh, let me just go ahead and create a record, ma'am, for this conversation. Can I have your first name and your last name, please? -I'm going to say Copain, I think. -Okay, thank you so much. Okay, thank you so much. And your internet service provider is? Okay, spectrum. But do you remember Uh, separating the bandwidth before, Susan?
04:00
Speaker 1
no, because I wouldn't have known how. or what? no, I I would have not known how to do that so I did not do that. [silence]
05:00
Speaker 2
Are you you're using um yeah okay I was actually about to ask if you did change or separate the bandwidth before or you're doing the 2.4 to the 5 gigahertz because if you can only I'm sorry uh-huh uh give me one moment
05:00
Speaker 1
Okay. Okay, I'm sorry I've I'm lost. I'm lost. I lost on the first option. I didn't get the address. Please repeat that.
06:00
Speaker 2
By the way, um, Miss Susan, I did check the router that you have. So as per checking here. This router is already out of warranty. Now, if the router, Susan, is out of warranty, so the free technical support over the phone will no longer be available. However, I can provide you some options. So the first option here, Susan, is you can visit the website of Linksys. And that is the support. While we are thinking of over-the-air updates, think Linksys.com and take advantage with the AI tool agent. That AI tool agent is on the lower right corner. The second option... [pause] Oh, yeah, I'm sure. Yeah, so that is support.
06:00
Speaker 1
Okay, and do what? Okay there's a whiz I lost you there, sir. I didn't understand what you said. AI. Oh, a what? Oh, an AI chat box. Okay. And then what? Okay.
07:00
Speaker 2
There's an AI tool agent, once you are already on the website, so there is a smiley face. Yeah, I'm sorry. So there is an AI tool agent on the lower right corner. Yeah, an AI tool agent. It's an AI chatbox. Yes. So that is the first option. Now the second option is our paid connect service that will only last for an hour, and that paid connect service will cost you $15. That's 15.
07:00
Speaker 1
OK. OK, so do you wanna send the email? Otherwise, you don't help do that. But if the warranty is up, you said I I've had it for a while, but I didn't know if you couldn't tell me. I guess send me the email. Hmm. Yes, czc@ charter.net. Mhm.
08:00
Speaker 2
the third option here is I can send you an email with some troubleshooting instruction on how you can separate the 2.4 and 5 gigahertz band of your E8300. Uh-uh. I yes I can send you the email. Let me just confirm the email that we have on file is uh S for Sam, U for Umbrella, S for Sam, I for India, E for Echo, C for Charles at charter.net. Uh-uh. So uh Yeah, after the call, give me a minute or two so that I can send you the instructions. OK? OK, thank you so much. You too, have a good one, Susan. Bye for now. The
08:00