V2 Rubric Detail — a9f6edfa-7540-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 11:33
Duration
7m 40s
Contact
Manoj KC
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135470
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to separate the bands

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical2.50/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall66.2% (+12.2)

V2 Grader Summary

The agent correctly identified that band separation must be done via the router's web UI and offered a callback when the line quality was poor, showing ownership and clear next steps. However, the call ended without actually walking the customer through the configuration, leaving the issue unresolved and providing only partial troubleshooting.

V1 Case Analysis

Customer wants to separate 2.4 GHz and 5 GHz bands; advised that this can only be done via router web UI; offered callback due to poor network; no resolution achieved.

Troubleshooting Steps
  • Collected serial number and contact information
  • Confirmed the issue was a band‑separation request
  • Informed the customer that the separation must be done through the router's web UI
Key Observations
  • Agent did not verify the router model before giving instructions.
  • Long periods of silence and repeated prompts without progress.
  • Callback was offered but not scheduled with a firm time or confirmation.
Positive Highlights
  • Collected essential customer contact details.
  • Provided correct information that band separation cannot be done via the Linksys app and must be done through the web UI.
Agent Errors / Gaps
  • Failed to ask for or confirm the router model, which is needed for accurate band‑management steps.
  • Did not provide concrete step‑by‑step instructions for accessing the web UI and disabling band steering.
  • Did not set a definitive callback time or create a follow‑up ticket before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never completed the band-separation steps; call ended with only a callback promise and no resolution confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified that the web UI is required and asked the customer to use a computer/tablet, but did not walk through the actual configuration.
R3 Met Correct resolution path conf 94%
Agent correctly chose the web‑UI path (the only supported method) and offered a callback rather than an inappropriate escalation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent asked for the device to access the UI and restated the issue, but did not ask diagnostic questions (e.g., model, firmware) or pinpoint a root cause.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent failed to use the serial number to look up model (SPNM6x vs. Velop), which is necessary to determine correct access method (myrouter.info vs. myrouter.local + CA link).
T3 Partially Met No misinformation conf 85%
Agent correctly stated band separation requires web UI, but did not provide the specific URL or mention the CA link (critical for MR/MX/WHW) or myrouter.info (for SPNM), risking incomplete guidance.
Communication
C1 Met Clear & professional language conf 94%
Agent introduced themselves, gathered required info, set a clear next step (callback in 1‑2 minutes), and kept the call on track.
C2 Met Confirmed understanding conf 93%
Agent used simple language, repeated the request for a tablet, and offered a callback when the line quality was poor.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent did not transfer the call and took ownership by arranging a callback and promising to continue the assistance.
O2 Met Proactive follow-through conf 94%
Agent gave a concrete next step (“wait for my call back for one to two minutes”) and identified who would act (the agent).
O3 Not Applicable Closure confirmation conf 99%
This was the first interaction; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution of escalation cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent used polite phrasing (“No worries, sir”) but did not explicitly acknowledge the customer’s frustration about the bad network.
X2 Met Tone & rapport conf 92%
Agent adjusted pace by checking if the tablet was ready, offered a callback when the line was poor, and kept the customer engaged.
X3 Partially Met Overall experience conf 86%
Agent tried to avoid repeated attempts by offering a callback, but the customer still had to repeat serial‑number information and wait for a new call.
Call Transcript10 turns · 12 lines
Speaker 1
I'm trying to split the frequencies on my... try it online. There's no app links or options there. checking if this device supports the frequencies. Can I give you the model number? Serial number. Okay. Here. Five.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Hi, thanks for calling Linksys. My name is Josh. How may I assist you today? Yes, please. If you are currently with a router, may I have the serial number instead? [silence] Is that the number that is on the backside of the router itself? [silence] Yeah, just below the bottom sticker on the actual router? [silence]
00:00
Speaker 1
One for November 10. One for Mike 29. Three for Delta 07. 423. [silence] Yes one I think. That's one.
01:00
Speaker 2
Thank you so much for that. Let me verify again the serial number, okay? All right, so the serial number is 5 9 N 4 November 1 0 M for Mike 29 D for Delta 07423. Is that correct? Thank you so much for confirming, and may I know how many links is devices do you have in total? Two? Just one. All right. Thank you so much for that, Vince sir. And in order for me to create a ticket, may I have your first and last name? [silence]
01:00
Speaker 1
A N O J J is the first name. AC is the second name. Email address is UN Can yeah? www. YAH HOO.com. Yeah, that's true. Yeah, correct.
02:00
Speaker 2
uh-huh and what about your email address All right. Thank you so much for that then. So, going back to the issue. You want to separate the 2.4 and five gigahertz band. Correct? Hello, sir. All right. Thank you so much for confirming. Uh-huh. Yeah, you are correct, sir. Uh, we can only separate the bands by accessing the web user interface, so we cannot do it on the Linksys app. So, uh, there's no need to worry because I'm going to walk.
02:00
Speaker 1
Computer, I have a pen. A tablet. I'll skip the tablet.
03:00
Speaker 2
So, do you have a computer that is currently connected to the router's network? However, again, we cannot separate the bands using the Linksys app. So, we might need to access the web user interface of the router for us to separate the networks. So, to make it more convenient, do you have a computer or an iPad that we can use to access the web user interface? [silence] I'm sorry, sir? [silence] Tablet. All right, that's great. We can use your tablet to access the web user interface. So, on your tablet, kindly open a browser. [silence] Hello sir just let me know once your your tablet is ready. Okay Hello sir, how's it going there? Is your tab all ready? How are you. Hello sir, are you still there? Yes sir, I can hear you.
03:00
Speaker 1
but the network is very bad i'm sorry could call me back please
07:00
Speaker 2
Would you No worries, sir. Uh, can you hear me now clearly? Uh, would you like me to give you a call back instead to make sure if everything is working again? Uh huh, got that one. Don't worry, kindly wait for my call back for one to two minutes, okay? All right, I'm gonna end the call right now, sir, and again, kindly wait for my call back. Thank you all again for calling, Lynx.
07:00