V2 Rubric Detail — a3d05b92-7008-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 20:09
Duration
14m 14s
Contact
Abtar Bhangel
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall67.7% (+11.7)

V2 Grader Summary

The agent provided technically accurate and appropriate solutions—separating SSIDs or using a 2.4 GHz-only extender—but did not fully confirm root cause or ensure implementation. Call control and empathy were adequate but not strong, resulting in a partial resolution. No escalation was needed or warranted.

V1 Case Analysis

Customer (Aptar Bangle) wants to separate 2.4 GHz and 5 GHz SSIDs on MX4200 to keep Flo-by-Moen sensor on 2.4 GHz. Agent advised renaming bands and suggested a 2.4 GHz-only range extender. No model/serial/warranty collected. Customer deferred changes due to fear of disruption.

Troubleshooting Steps
  • Confirmed MX4200 model from system.
  • Advised customer to separate 2.4 GHz and 5 GHz bands by giving them different names (incomplete guidance: no URL, no Quick Setup toggle instruction).
  • Suggested using a 2.4 GHz-only range extender as a workaround for the sensor.
Key Observations
  • Agent correctly identified the need to separate SSIDs by renaming bands but failed to provide the correct access URL or mention disabling Quick Setup (required on MX series).
  • Workaround using a 2.4 GHz-only range extender is valid and practical for the specific device.
  • No model/serial/warranty verification performed, and no confirmation of admin access was obtained before guiding the customer through changes.
  • Customer deferred changes due to fear of disrupting internet, indicating the agent did not build sufficient confidence in the process.
Positive Highlights
  • Agent correctly identified the MX4200 model from the system and understood the core issue (device compatibility with 5 GHz).
  • Provided a technically valid workaround by suggesting a 2.4 GHz-only range extender, which isolates the sensor from mesh band steering.
  • Explained band steering behavior clearly ([10:00]), helping the customer understand why devices switch between bands.
  • Maintained a calm tone and allowed the customer to defer changes, respecting customer autonomy.
Agent Errors / Gaps
  • Missing standard protocol steps: no request for serial number, warranty status, or confirmation of admin access.
  • Provided incomplete guidance on separating 2.4 GHz and 5 GHz bands: did not specify the correct URL (http://myrouter.local or http://192.168.1.1), did not instruct to disable Quick Setup (required on MX series), and did not confirm the steps were followed.
  • Failed to confirm whether the change resolved the issue before ending the call.
  • Incorrectly suggested a 'toggle' to disable the 5 GHz band ([03:00]), which is not supported on MX4200. Bands can only be renamed or disabled via Advanced Settings.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent suggested separating SSIDs and using a range extender, but customer did not implement or confirm success before ending call.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent confirmed device model (MX4200) and acknowledged the symptom (device disconnecting on 5 GHz), then guided the customer to a relevant setting page, which constitutes basic troubleshooting.
R3 Met Correct resolution path conf 95%
Agent offered two viable paths: separate 2.4/5 GHz SSIDs or use a 2.4 GHz-only extender, both appropriate for an IoT device incompatible with 5 GHz.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (device failing on 5 GHz) and confirmed the product model, but did not ask about current SSID configuration or band steering settings to pinpoint root cause.
T2 Met Appropriate tools / resources used conf 85%
The issue was resolvable through verbal guidance; no remote tools or logs were required, and the agent correctly directed the customer to the web interface for changes.
T3 Met No misinformation conf 95%
Agent accurately described how to toggle 5 GHz, create separate SSIDs, and use a range extender—all factually correct per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent responded to customer input but did not set clear expectations, summarize progress, or control the conversation during the customer's tangential remarks.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language and attempted to explain band behavior, but did not consistently check understanding when the customer expressed confusion about bands and naming.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, provided actionable advice, and did not transfer or disengage despite the customer’s uncertainty.
O2 Partially Met Proactive follow-through conf 90%
Agent gave next steps (change SSID or use extender) but did not establish a timeline or follow-up plan; customer decided to act later.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this appears to be a first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue was within L1 scope and resolvable with configuration advice.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent remained polite and professional but did not explicitly acknowledge the customer’s repeat contact or frustration; tone was neutral, not empathetic.
X2 Partially Met Tone & rapport conf 85%
Agent attempted to explain band switching behavior in response to customer confusion, showing some adaptation to customer’s mental model.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition, used known device info, and provided direct solutions without redundant steps.
Call Transcript28 turns · 29 lines
Speaker 1
Hi there, I uh, let me give you my phone number. I've got a file with you guys. It's 416-616- four
00:00
Speaker 2
Welcome to LynxSys 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.linxsys.com. Please have your device serial number ready. For assistance, press one now. For out of [silence] please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. [silence] Thank you for calling LynxSys. EZL how can I help? [silence] Oh, thank you, what's the phone number? [silence]
00:00
Speaker 1
211. [silence] Yeah, my uh name is Aptar Bangle and the email is abanglehotmail.com. Yes. Yes. So I just called a few minutes ago. It's one of my devices does not like the 5 megahertz band. And every time it accidentally connects to the 5 megahertz.
01:00
Speaker 2
Okay, thank you so much. Let me just double check.. Alright, can you confirm, sir, the first name and last name and then the email? Okay. And this is still the best call-back number, right? The one that ends in 4211, sir. Okay. So, you have, sir, based here on the system, um, this one is associated with the MX 4200. What's your concern, sir, with the MX?
01:00
Speaker 1
[KEEP_UNCERTAIN] Here, it's in works mode. It's in works mode for five minutes. That's when it was, okay? That's when it was. Hold on, it's still processing. It will just work. Now it shows me I can choose frequency. 1, 2, 3. Bro, it's taking five megabytes. That's what I said. 5. 1 says off, and 2, so you can decide. We are still in the processing. I'm fine with 3, but we saw two of them was working, right? Yes. So I can still go with 1. It shows 160 MHZ. So I think I can go with 3. It will just work. That's why it was going through once again. Now, I want to check the box. It's first on 2. Now it's directly reason 4. Let me say, try to come. I want to go back to the beginning. I think I can go till there. So I will just go till, no, no, no! Go back please. What is the decision?
02:00
Speaker 2
Mm-hmm. Okay. So do you still have the page for the...? Mm-mm. Yes, sir. So on...I see, sir. So you're you're on the right page. Um, how...
02:00
Speaker 1
yeah yeah yeah okay got it secret entry door okay yes this is the this is the page okay so now i just click onto the both devices right yeah applying changes okay okay sure it it applied it
03:00
Speaker 2
hold on. however, try sir to scroll down you have options for end-user license agreement privacy statement do you see that options? okay. you have sir an option for C? select sir C.A. and then the page will load up and it will revert you back to the same page. okay. various locations. correct sir for the 5 gigahertz, you have a toggle on and off. so just click it.
03:00
Speaker 1
It appears that the Wi-Fi is connected.
04:00
Speaker 2
Give it some time sir. It will... And then make sure you... usually your Wi-Fi will be disconnected because of the changes, but just reconnect your Wi-Fi and then just uh refresh the web interface yes.
04:00
Speaker 1
Okay. Lexus. Now how do I tell? Um on the Elvis app how do I tell if I have uh 5 gHz? Oh yeah. Some of the devices are on 5 GHz. So it did apply the change. Now I'm back to was uh half an hour ago. But let me ask you this question. And I asked the other uh caller as well the person uh worker. You see that page I was on that said uh 2.4 GHz 5 GHz Yeah. Yeah. Can that work? Like some devices I tell them only like I channel them only to 2.4 gigahertz?
05:00
Speaker 2
You want them to have a different Wi-Fi name for your 2.4 GHz and 5 GHz? You can separate the 2.4 and the 5 GHz by adding 2.4 on the 2.4 GHz band. So, once it applied the setting, you will have you will see two Wi-Fi names on the Wi-Fi list. So, you have 2.4, you have 5 GHz. So, what will happen is
06:00
Speaker 1
But how does that work so, like it's just one plumbing device that is having a trouble. It's a plumbing device. It's called, Flo by Moen. Flo by Moen. It detects water leaks in the house. And I googled it and it said, Flo by Moen does not like 5 gigahertz. If it detects a 5 gigahertz system and connects to it, it then goes offline.
07:00
Speaker 2
That's it's gonna be your preference as to what's gonna be the Wi-Fi band that your device will connect, so you can connect to either 2.4 or 5.
07:00
Speaker 1
T WPA 2? Yeah, that's what I have. That's what I have. But then I got the tri- band mesh system. So then it sometimes goes to the 5 gigahertz. I'll bet. Okay. So, so there's no solution for this. Okay. So if I separate the 2.4, then what about my TVs and all that? Yeah, like other devices. Forget about the plumbing. Will they know to to still use the mesh, sometimes 2.4, sometimes 5?
08:00
Speaker 2
so they require they I don't phenomenal.
08:00
Speaker 1
I
09:00
Speaker 2
with the 2.4 band, if you have your TV is connected to both Wi-Fi lanes, um, if 5.0 gigahertz is far, then it will connected to the 2.4. Yes. Then you have to, you have to rezister the 2.4 and 5. [silence]
09:00
Speaker 1
I see. Okay. Yeah. I see. Yeah. I don't mathematics. So I see. So it's just a question of changing the Wi-Fi name.
10:00
Speaker 2
It will still work properly, sir. Yes, for the mesh system, it's just that whatever wifi name that you have, registered them or connect them, that's the wifi name that will connect. So, uh, so it's it's like same on the phone. So for for on your phone, your uh you connect your phone to the 5 gigahertz and then to the 2.4 as well. However, your phone uses 5 gigahertz per it prioritized 5 gigahertz because you're actually near uh from the router. However, the 5 gigahertz is shorter range, so if you go farther, sir, it will disconnect to the 5 gigahertz and it will connect to the 2.4 since it's also if it's farther. Yes. So, it will just switch to whatever band can connect.
10:00
Speaker 1
name correct? So on this page that I'm at, it's called the Wi-Fi setting page. I just go to the Wi-Fi name and give them two totally different names. But what about the third name? What do I do with that? The third band is also a 5 GHz. Oh, I see. I see. I see. so is this the second band that I would change the name of, the 5 GHz bands. I see. I see. Okay. You know what? [silence]
11:00
Speaker 2
1-Concret, yes. Well, for the 5 G megahertz, sir, um I think you have the 5 G megahertz too. Um You can just leave it as it is because usually that 5 G megahertz two. Um that you that is actually used with your child nodes. So if you have like an extension, so that is where they connect. So at least they won't mess up with the 5 gigahertz connection, just in case. So they won't overload the Wi-Fi band. So that's. Yes, just the first 5 G.
11:00
Speaker 1
Oh gosh, I will do this uh next week. I don't want to mess up my internet, I don't want to mess the internet up. I'll let him finish his thing and then I'll play with this next week. Yeah. Oh, that's a good thing. That's a good thing. So you're saying buy a range extender and then put that close to the system close to the plumbing device. Okay. [silence]
12:00
Speaker 2
Okay. [silence] Okay. However, sir, for this one, um, if it's your plumbing device only, you can also consider getting a Wi-Fi range extender, so just use the 2.4 for that extender only. So, you can connect the plumbing device, so you won't mess with the, um, one Wi-Fi name feature for your mesh. Since your, yes. [silence] And then use, uh, and then use that one, sir, as, um, I think you, um, you have to prioritize the 2.4. Only with that mesh, uh, with that Wi-Fi range extender, then just...
12:00
Speaker 1
Yeah. How would I just, oh, I see. Oh, not part of the mesh system. It'll be just connected to the extender alone. So then it's not, uh, it's not linking to, uh, my mesh. It's linking to the extender, which is only 2.4 gigahertz. I like that idea. Okay, you know what? Let me do some, uh, searches on extenders and, uh, figure that out. Now, uh, I do have, you know, that's called a ring extender. I do have a ring system. Do you, are you familiar with the ring system? Ring alarms? Ring alarm? Okay. Yeah. I can't use that extender.
13:00
Speaker 2
just connect your programming device to the extender. Yes. Correct. Yeah, so if anything else, you can just give us a call, okay? Ring system, I think. Ah, yeah, that's actually a security camera, sir. Yeah, that's right. It's a Wi-Fi.
13:00
Speaker 1
Got it. Okay. I'll find that. Okay. Thank you very much. You were very helpful. I appreciate that. Okay. T.You too. Bye. Bye.
14:00
Speaker 2
your range extender, you're welcome, sir, you're welcome, take care, OK, have a good day [silence]
14:00