V2 Rubric Detail — 831cc026-79f3-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 11:03
Duration
36m 53s
Contact
David Place
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#TE00136148
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
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Ticket subject: Inquiry regarding about the 160 Mhz

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication1.25/5
Ownership2.50/5
Escalation5.00/5
Customer Exp2.86/5
Overall36.3% (+0.3)

V2 Grader Summary

The agent was empathetic but provided inaccurate technical explanations and failed to resolve the request to enable 160MHz channel width. While some troubleshooting steps were attempted and an email follow-up was promised, the lack of proper diagnostics, incorrect information, and no concrete resolution left the issue unresolved, resulting in a partial resolution classification.

V1 Case Analysis

Customer (David Place) requested help enabling 160 MHz channel width on MR7500 for VR streaming. Agent incorrectly stated the router lacks DFS support and suggested invalid region/time-zone changes. No valid fix provided. Agent will email a KB article for follow-up.

Troubleshooting Steps
  • Confirmed router model (MR7500) and serial number (C10M23F00).
  • Verified router power and LED status.
  • Collected firmware version (1.1.12.216649).
  • Attempted to locate 160 MHz setting in web UI.
  • Incorrectly suggested changing time zone as a workaround.
  • Offered to email a KB article for follow-up.
Key Observations
  • Agent provided materially incorrect technical information: MR7500 supports DFS and 160 MHz on 5 GHz (not 6 GHz), contrary to agent's claim.
  • Agent falsely stated that region/time-zone changes could unlock 160 MHz, which is invalid per KB.
  • Agent did not guide customer to correct settings: 5 GHz Advanced Settings > Channel Width > 160 MHz (if DFS channels are enabled).
  • Long hold times and lack of progress reduced efficiency.
  • Agent did not collect warranty status or create a case number.
  • Despite technical errors, agent maintained polite tone and collected key details (model, firmware, serial).
Positive Highlights
  • Polite greeting and confirmation of customer name (David Place).
  • Accurately collected router model, firmware version, and serial number.
  • Offered to send a follow-up email with a KB article to assist customer independently.
Agent Errors / Gaps
  • Incorrectly claimed MR7500 does not support DFS (transcript [07:00]) — MR7500 supports DFS on 5 GHz band per KB.
  • Falsely stated that 160 MHz is region-locked and can be unlocked via time-zone change (transcript [11:00]) — region is determined by regulatory domain, not time zone.
  • Suggested invalid workaround (changing time zone) to enable 160 MHz (transcript [12:00]) — no technical basis for this advice per KB.
  • Failed to provide correct steps to enable 160 MHz: navigate to Wireless > Advanced Settings > 5 GHz > Channel Width > 160 MHz (if DFS enabled).
  • Did not verify whether 160 MHz option is actually available in UI or explain DFS dependency (channels 52–144 must be enabled and clear of radar).
  • Did not check or explain that 160 MHz requires DFS channels to be enabled and free of radar interference.
  • Did not collect warranty information or document a case number.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never enabled 160MHz or provided a workable solution; concluded the router cannot do it based on incorrect technical reasoning.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked for model, firmware version and tried time-zone change, but did not follow a systematic diagnostic flow (no power-cycle, no verification of hardware capability).
R3 Not Met Correct resolution path conf 90%
Agent gave inaccurate technical reasoning (DFS limits 160MHz, region-based firmware changes) and did not offer the correct path (hardware limitation or upgrade).
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified the symptom (cannot set 160MHz) and asked some questions, but failed to pinpoint the true cause.
T2 Not Met Appropriate tools / resources used conf 90%
No diagnostic tools (remote session, logs, UI screenshots) were used even though they were needed to verify settings.
T3 Not Met No misinformation conf 90%
Provided technically incorrect information about DFS and regional firmware affecting channel width.
Communication
C1 Not Met Clear & professional language conf 85%
Long holds, repeated silences, and unclear transitions left the call poorly controlled.
C2 Partially Met Confirmed understanding conf 80%
Agent apologized and used some plain language but continued with jargon and did not consistently confirm understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on the call and did not transfer, but did not achieve resolution or take decisive ownership of the outcome.
O2 Partially Met Proactive follow-through conf 80%
Promised to send an email and asked the customer to reply, but gave no concrete timeline or follow-up guarantee.
O3 Not Applicable Closure confirmation conf 100%
First contact – no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly decided not to escalate, judging the issue as a product limitation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was required.
Customer Experience
X1 Met Customer effort minimised conf 95%
Multiple apologies and expressions of empathy throughout the call.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a formal tone and did not fully adapt to the customer's confusion or pace.
X3 Not Met Overall experience conf 85%
Customer had to repeat information and the agent did not streamline steps or reduce friction.
Call Transcript26 turns · 29 lines
Speaker 1
Oh hi there. Yeah. I'm basically, I'm trying to enable the 160 megahertz um, uh, band on my, on my, um, on my router. Um, um, and I can't find the setting. It seems to be limiting it to 80 megahertz only in the, um, in the software, but I've done a bit of research online. I can see that the radio is capable of a, a broader bandwidth. There we go. Uh, serial number is, Charlie 10, Mike 23, Fox Zeros.
00:00
Speaker 2
welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. hi, thank you for calling Linksys. My name is Josh. How may assist you today? And may I have the serial number of your router? sorry. Okay. This happens from time to time. Let's troubleshoot. Is your router on? Uh-huh. Are there any lights on?
00:00
Speaker 1
Yeah. Yeah, I pressed the CA button as well, and it can see everything. Let me see. I am, yeah. No worries. I have another. Yeah. yeah. yeah. Oh that's weird. Because it's got, it's got DFS on the 5 gigahertz radio is a setting I can change. Yes, on the 600 band, yeah.
01:00
Speaker 2
Hello, sir, thank you for patiently waiting. I really do apologize for the long hold, sir. Just to verify, the model number of your router is MR7500, correct? So I'm going to set your expectations here, the reason why you're not seeing the 160 channel width on the router or on the web user interface because this router does not support DFS. DFS stands for dynamic frequency selection and this will allow the router to be able to cater or cover a higher channel width. So for this one, sir, for again, for the MR7500, this one is not DFS, yeah. So and may I know to which band you're trying to set the DFS? Is it on the Wi-Fi six?
07:00
Speaker 1
That's right, yeah. Why is that though, because there's there's literally nothing I mean, I've done a Wi-Fi scan of my area. There's no other six giga Hertz channels in use in the whole, like for about 300 meters. So why why can't my door not?
08:00
Speaker 2
And what are the options available only up to 80. Correct. So if that's the case, sir, I'm afraid we can only set the the 160 uh HMS, sorry, HMZ on the on the 5 gigahertz band. However, for the WiFi 6 or WiFi 6E, uh it will allow us all it's up to 80. So, and it will also. Uh huh. Uh I got got this one. sir. Uh it will also depend actually on the region, sir. For example, uh we I have already catered some of this kind of issue before. Uh since we're doing international, some of uh as I noticed, uh some of my customer from the NA like North America, they were able to They require 160. Huh? Huh? And also for the NB8, NB10, NB10, so like the old NB. And for the NB20, it will be the 160M. [silence]
08:00
Speaker 1
Are there any physical differences between the the different region's devices, there? Yeah. Oh, I see.
09:00
Speaker 2
so to get the 160 MHz bandwidth on that region, however, like on like on the ME or Middle East uh some of them cannot like Pakistan or uh yeah or Saudi Arabia. So it really depends on the region for this one for the 6G band. Mhm. Uh I'm afraid that's not advisable, sir. Because again we're flashing the firmware with a different uh uh SKU or region, it might damage the device itself and also uh yeah. So again, flashing a different firmware with a different model or different SKUs or region might damage the router. Uh Mhm. Mhm. Mhm. uh I'm sorry, sir. What do you
09:00
Speaker 1
So, are there, I mean, are the hardware specs of the two units the same? If I was to compare a UK model with a US model. Yeah. How does the firmware determine where it is? Is it, what's it using to determine what functions it's in? Right.
10:00
Speaker 2
What do you mean, again, that differences again? Uh, yes sir. Yeah, rest assured that there's no differences regarding with the model or the SKUs, just that it really depends on the region that like for UK, it will allow you to use this specific channels and yeah, same goes for the other regions. Uh, since the pin uh, there's no uh, differences on the firmware, because uh, most of the firmware are international that means you're gonna uh, using the same firmware for this one and the other region. Uh, it will uh, depend on the signal or the Wi-Fi capabilities of the router itself. So, for example sir, uh, if you're gonna uh, bring that.
10:00
Speaker 1
I see. How is it determining what region it's in then? No, how is the router determining what region it's it's currently is it the time zone. I can change the time zone. [silence]
11:00
Speaker 2
device or this MR7400 to a different region, for example, for the NA, it will then detect the 160 MGT bandwidth since it will automatically scan depending again for the region. [silence] You mean the reasons, sir? [silence] Uh yeah. Yeah, it's on the, it should be on the connectivity tab and then try to go to [silence] [silence] hold on, let me double check here real quick. Yeah, you that's the [silence] you may try the time zone sir. However, automatically it should uh be depending on the Wi-Fi capability. So, so it will like if the this router will be moved to a different region, it will automatically by not changing the time zone. However, you may try to uh isolate or try to
11:00
Speaker 1
Let's give it a go. Hang on. So I've changed connectivity, time zone. uh still only letting me go up to 80 megahertz. Do you know what, do you know what region success that has been successful in? So if I do central time that should work. No, it's not, it's not letting me do. It not changed.
12:00
Speaker 2
Do the workaround on changing the time zone and let's see if it will then show up on the router itself. So I assume, Yeah, it should be available on the North America. Yeah, let's try that one. I see, I see. So changing the time zone will not automatically change or set the router to it's different region. I see, yeah. For this one sir, I really do apologize but, researcher, this is not a compatibility issue, it is just that it will depend on the region that will allow you to select the higher bandwidth or the channel width. [silence]
12:00
Speaker 1
I'm just trying to work out if there's any other way I can do this then. Is there any known known workaround to spurge the this the region? Thank you. Yeah, cheers. Thanks. [silence]
13:00
Speaker 2
Yeah, uh, yes, there, there, uh, hold on for that one, sir, let me double check this one, okay, kindly give me one to ten minutes, uh, you're most welcome. [silence] Hello, sir. Sir. Yeah, all right. Thank you so much for [silence]
13:00
Speaker 1
You alright? Right. Okay, no, no, thanks. Thanks for your help. [silence] [silence] [silence] [silence]
23:00
Speaker 2
Hello sir, thank you for patiently waiting. Yeah, for this one sir, uh just to confirm, are you still on the web user interface? [music]
31:00
Speaker 1
uh huh yeah it's on mixed and I can't change it I can't see anything else under that yeah yeah a camera uh the firmware is says it's the latest in the connectivity tab um I am using 1.1.12.216649
32:00
Speaker 2
OK, great, so on the web user interface, kind of go back again to the Wi-Fi setting tab and under the 6 gig Hertz, or 6 gig Hertz band, can you see the channel mode? I'm sorry, sir. Can you see that? Yeah. So is it currently on mix? The Wi-Fi mode, correct? And may have the serial number, sorry, the firmware version of this router. Uh-huh. Uh-huh. Thanks so much for that, Sir. So just to verify the firmware version is 1.1.12.216649. And
32:00
Speaker 1
Yeah. [silence] I have, yeah, yeah. I haven't done it back to factory settings because I don't want to lose all the stuff I've set up on it, but I've restarted it a bunch of times. Oh. Yeah. Yeah, one second. I'm just finding. Cause the other thing I'm thinking is when, when I first set the router up, um, basically what I'm trying to do is I'm trying to get a video stream to a virtual reality headset working. And when I can monitor the bandwidth using.
33:00
Speaker 2
Ah, I, I, I assume you have already tried to reboot or reset the router prior calling us as well, correct. Uh, ah. Ah, got that answer. So, uh, By the way, you mentioned earlier during our, uh, during our call that uh it mentioned there that this, uh, MR7200 is capable for 160 MHz. Uh, can you, mmhm. Can you, like, uh, provide, like a link for that one that's stated there and I will be sending you an email. So all I have to do is reply to my email with, uh, with a stated etc. on it, okay? So kindly give me one minute for the email address. Uh. Mhm. Uh-huh.
33:00
Speaker 1
virtual desktop which is the software I'm using on the VR headset and the computer. And it definitely, at one point when I was first using it, gave me, um, um, what am I trying to say? Gave me, um, uh, 2.4, uh, gigabit, um, throughput connection which would indicate that it was running at the, the correct bandwidth that I wanted it to at some point. But it hasn't since and I'm wondering if it's a firmware update that's locked me out of it. Um, but let me just, one second, let me just find it. Um, That's right. Yeah, yeah. That's the one. Yeah. Okay.
34:00
Speaker 2
Uh-huh, Uh-huh. No worries, sir. And I assume I'm talking to Mr. David Place, correct? Alright, thank you so much for confirming. And your email address showing there, sorry, showing here is your first and last name at live.com. Alright, thank you so much for confirming. She'll kindly wait for my email, sir.
34:00
Speaker 1
. Yeah, uh, someone at the door. give me a moment, i'll put you on the line for a second.
36:00
Speaker 2
ah hello sir thank you for patiently waiting so i have already sent you an email so once you received the email sir yeah just replied to my email with the link or URL attached on the email all right thank you so much for that but
36:00