V2 Rubric Detail — a135190a-7737-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 23:33
Duration
13m 37s
Contact
Sundra Smith
Issue Type
Printer/Device Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00072314
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: someone is trying to connect to guest network
⚠ 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
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall81.0% (+25.1)

V2 Grader Summary

The agent resolved the customer’s core misunderstanding about dual-band switching by providing accurate, accessible education, correctly identifying the device as end-of-support and setting appropriate expectations. While early call control was weak and some repetition occurred, the agent demonstrated ownership, empathy, and technical accuracy, resulting in a successful resolution without escalation or tool use, justified by the nature of the issue.

V1 Case Analysis

Customer reported router switching between 2.4 GHz and 5 GHz bands causing printer issues and inquired about warranty. Agent explained dual-band operation but incorrectly stated bands are separate networks. No model verification or troubleshooting performed. Declared device 'end of support' without lookup. Directed customer to support.linksys.com. Issue unresolved.

Troubleshooting Steps
  • Provided explanation of dual-band operation
  • Suggested printer likely connects to 2.4 GHz band
Key Observations
  • Agent failed to obtain or confirm product model number despite having serial number and customer asking for help.
  • Agent incorrectly stated that 2.4 GHz and 5 GHz bands are 'not on the same network' — this is factually inaccurate per networking standards.
  • Agent declared device 'end of support' without performing warranty lookup or referencing internal systems.
  • No troubleshooting steps (reboot, firmware check, SSID separation, printer configuration) were performed.
  • Agent maintained calm, empathetic tone and provided basic dual-band explanation that helped customer understanding.
  • Call contained excessive silence and redundant customer information collection while technical issue remained unaddressed.
Positive Highlights
  • Agent provided basic but understandable explanation of dual-band operation, helping customer understand band switching behavior.
  • Maintained calm, empathetic tone throughout the call, which helped de-escalate customer concern.
  • Correctly identified that printers typically connect to 2.4 GHz band due to compatibility.
  • Did not push paid support and acknowledged customer's desire to avoid charges.
Agent Errors / Gaps
  • Failed to collect or confirm product model number despite serial number being provided.
  • Did not perform warranty lookup or verify support eligibility using provided serial number.
  • Provided factually incorrect technical statement that 2.4 GHz and 5 GHz bands are not on the same network.
  • Declared device 'end of support' without evidence or system verification.
  • No troubleshooting steps offered for printer connectivity issue despite customer concern.
  • Spent excessive time collecting redundant customer information while technical issue remained unaddressed.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 90%
Agent explained dual-band switching is normal behavior and confirmed router is functioning as designed; customer expressed gratitude and understanding, indicating resolution of their primary concern.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent did not perform standard diagnostics (e.g., login to router, check settings), but did identify the symptom (band switching) and correctly interpreted it as normal operation based on device capability, advancing understanding without tools.
R3 Met Correct resolution path conf 90%
Agent correctly identified device as end-of-support, explained limitations, and directed customer to self-service resources; provided appropriate path forward given OOW status, aligning with OOW best-effort standard by offering education instead of dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (switching between 2.4 and 5 GHz) and correctly attributed it to dual-band operation; while no deep root-cause analysis was needed, logical reasoning was applied to explain expected behavior.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent did not use router UI or logs, but the issue was conceptual (customer misunderstanding of dual-band behavior), not requiring tool use; explanation based on known product behavior suffices for this scenario.
T3 Met No misinformation conf 95%
Agent accurately described dual-band functionality and correctly stated the device is end-of-support; information aligns with KB expectations for older models no longer under warranty.
Communication
C1 Partially Met Clear & professional language conf 85%
Call had fragmented moments and repeated requests, but agent eventually framed the issue, maintained control during explanation, and closed appropriately; despite early disorganization, managed transition to resolution.
C2 Met Confirmed understanding conf 90%
Agent used plain language to explain technical concept (dual-band), confirmed mutual understanding ('yes, ma'am' checks), and adapted explanation when customer expressed confusion about printer connectivity.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the interaction from start to finish, provided complete explanation, and did not transfer; took responsibility for educating the customer despite end-of-support status.
O2 Met Proactive follow-through conf 85%
Agent clearly communicated next steps: check support.linksys.com for articles or AI tool; set realistic expectation that no further direct support is available, which is appropriate given product status.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact with no prior case history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved through education, not requiring Tier 2 or technical escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent acknowledged customer’s confusion and frustration ('you were very kind to explain'), responded with patience, and maintained courteous tone throughout, demonstrating empathy in closing.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, used relatable analogies, checked understanding repeatedly, and adjusted tone to be reassuring, maintaining engagement despite technical confusion.
X3 Partially Met Overall experience conf 80%
Customer repeated serial/model info due to initial miscommunication, but agent eventually consolidated data; unnecessary repetition occurred early, though later minimized by focusing on explanation.
Call Transcript25 turns · 26 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 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. Thank you. Thanks for calling linksys support. Find support when you need it at support.linksys.com. Goodbye. Sorry. I'm sorry, I didn't catch that. Please press one for in warranty or 2 for out of warranty. I didn't get that.
00:00
Speaker 1
Yeah. Yes, my name is Thunder Smith and I, don't want I don't know if my Lenks still is in warranty or not, but I want to get my options because I don't want to have to pay for this now and you just tell me what I need to do. Um I can give you, I don't know what information you need to uh help me. Yeah, oh and I probably should have dialed with it is 5797, 800-546-57.
01:00
Speaker 2
the advice you can visit us at linksys.com you can also connect with other users for tips and guidance at redit.com/r/linksys [silence] thank you for calling Linksys this is Carl I'll may help you. yeah I just sent you an email for instructions okay alright so may I ask the model number and share number of your Linksys device ma'am.
01:00
Speaker 1
[HUMAN_REVIEW] No. No. Is the Rar is one four y two zero J zero A five four two eight one five? Yes. Yes. So I don't know. It's linksys Linksys42815, is that what it is?
02:00
Speaker 2
Is that the model number? of your lens system rather. Oh, that's the serial number. Let me just check if I got it correctly. 14Y for yellow, 20 J for John 0 and then A for apple, 5, 4, 2, 8, 1, 5. Ma'am, ma'am. What is the model number of this router? Um. No ma'am. That's um you can see it at the bottom of the router or you can check it on the top. [silence].
02:00
Speaker 1
at the bottom of the router. Which one is the router? Is it one that looks like a... Let me see. I had it written... I had it written down. Just a second. Well, I don't... I really don't know. My internet provider asked me to call you all because it's switching between the... It's switching between 5Hz and 2.4. And I don't know why it keeps switching between the two. Yes, it says 'internet connection'. Okay. It switches from
03:00
Speaker 2
[silence] what's that one that you just give it the [silence] serial number? That's your router? Okay. The black one, Ma'am. What [silence] And what exact problem did you encounter using this router? [silence] Which is switch med? the your computer? That is on your laptop, right? That's on your laptop? Okay. Alright. Um, there's no model number on the device, Ma'am. Okay. Okay.
03:00
Speaker 1
Oh. Okay. Okay. 8 11, 8 11 7, 7 13, 482. Sunder Smith. Yes, it's S-U-N-D-R-A Smith. M-I-T-H. S-U-N-D-R-A-F@TX.rr.com.
05:00
Speaker 2
How about right on the top, ma'am? Okay. Ma'am. Right on the top of the. light. And then, can you. and then also your phone number? [silence] What about your first name and last name? [silence] How does it spelled? S-U-N-D-R-A. [silence] How about your email address? Send us an email at okay, ma'am, the reason why it will give a little bit more details about our services. [silence] [silence] [whispering words].
05:00
Speaker 1
Okay. No, it's just I was thinking that is why I was having problems with my printer, is I didn't know which one I should connect to because, you know, I didn't, to be honest, which would be
06:00
Speaker 2
why it switches to 2.4 and 5 gigs because you are using a dual band router, okay, and then it can broadcast a 2.4 network at the same time it can broadcast 5 gigs.
06:00
Speaker 1
Do I, do I, and they said that you can't connect to the same, uh, to two different, uh, speeds, I guess. But I just thought that it was, I thought that it was switching between the two, but I couldn't understand why. And I didn't know if that was something wrong with my, with my internet, you know, with my signal or with my modem or whatever you call it.
07:00
Speaker 2
Yes, ma'am. So just like the computer will detect which one has a good signal at that time. That's why it's like switching back and forward. Okay. Then you don't need to worry about it with your Penetrarian, because even though it has two names, two networks, it they will have like on using the same um network. Like they're on the same range. Even though your printer will connect to 2.4 and then your computer is
07:00
Speaker 1
Okay. [silence] Oh, okay. Okay. So, my router and everything is actually okay, is that what it is? Okay. All right. I thought it was something wrong with it because I'm having problems with my printer and I'm getting ready to call the technical support group regarding my printer because it's not printing any data. So something is wrong. And I thought it was, I thought it was my computer. [silence]
08:00
Speaker 2
they can still communicate because they're using the same router. They're not on the same network. the router will just uh broadcast two things. One for the five, one for the two. So but they're on the same network. Yes. Yes, ma'am. Mm-hm. Mm. Yes, you need to make sure that the printer is um connected to the network. I think it will only connect to the 2.4. Okay. But um, before
08:00
Speaker 1
Okay. I can't.
09:00
Speaker 2
We end the call ma'am, let me just also inform you about the current status of your router. Um, it shows it here in our system that this router that you have is already an end of support. Um, and so, and um support means um link systems is no longer providing um technical support or technical assistance. Okay? And the reason why I'll just like, um, extend my, my service right now since you just like, the thing, your problem right now is just more on a uh enlightenment on the type of setup that you have. Okay? But in any case, you really need technical assistance on the router, then we could no longer provide you with that. But you can check our website ma'am, you can check our website that's support.linksys.com where you can check articles or you can actually use our AI tool on that website that can also give you,
09:00
Speaker 1
okay, okay, okay, so my router is out of okay, oh really, oh god, oh my goodness, oh, okay, okay, just didn't need this.
10:00
Speaker 2
Instructions, if you need assistance to your router, okay? Alright, so, um, if you're making sure, um, it's kind of, ma'am, it's kind of old already, and we already ended the support for this one. So, um, I need technical assistance, um, like, for example, you need assistance, because the internet is not working, then we cannot no longer provide you with that, since it's already end of support, and then, um, this router, it's been like around more than 10 years old. This router, introduced in the market, uh, 2015. Yes. It's introduced in the market.
10:00
Speaker 1
Extra. Is it, is it, uh, is it necessary to replace it or not? Okay. So, when do I need to replace it? What, what is a sign to send that I need to replace it? [silence]
11:00
Speaker 2
uh by the way sir how long would you use this device? [silence] as long as it still gives you um like uh good connection like there's no problem with the internet like you do not have any issue in it then you can still continue ma'am as long as it still fits to your purpose like internet connection or like if you just want there's no like advanced um setup that you need then you can still use this [silence] if you're already encountering problem like gives you headache already like time to time there's issue like there is an intermittent internet connection like uh you'll just suddenly stop working something like that [silence]
11:00
Speaker 1
Okay. Okay. Okay. So but right now it, it's okay. It's just I couldn't understand why it was going between two signals. Okay. Okay. All right. You, you were very kind to explain it to me. I couldn't understand why it was going between two bands. Oh. Okay. Well, you added a little extra voice.
12:00
Speaker 2
That, it, will not give its purpose, like, it will really give you headache. Yes. Uh-huh. Yes. because your computer also has, like, the same feature, like dual band, okay? Uh-huh. Uh-huh Uh-huh because the computer will detect sometimes this band, the 2.4, maybe it has more interference. That's why it will switch to five or sometimes five has more interference, so that's why it's also switching to four. But then, uh, but still, the computer is still connecting to the same, uh, router, to the same network.
12:00
Speaker 1
Uh, geared me on this. Thank you so much. And I appreciate you, uh, not charging me. I do. Thank you, ma'am. Okay. Thank you so much. Okay? Thank you. Bye bye.
13:00
Speaker 2
okay, you're welcome. Okay? So if you decided to like replace your router and you decided to have it Linksys and you want assistance, just give us a call, ma'am, okay? you're welcome ma'am, so thank you for calling Linksys, this is Karla, goodbye for now.
13:00