V2 Rubric Detail — ae01dfa2-6ea3-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 01:34
Duration
56m 42s
Contact
Dan Schiff
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#TE00134390
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE70_Wants to Separate three Radio Bands
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
Escalation2.50/5
Customer Exp1.79/5
Overall36.7% (+0.7)

V2 Grader Summary

The agent made a reasonable attempt to escalate a complex case after initiating basic troubleshooting, but provided materially inaccurate technical information and failed to fully resolve the issue. Despite communication gaps and repetition, the escalation was appropriate and initiated with a ticket and callback plan, leading to an 'Appropriate Escalation' outcome.

V1 Case Analysis

Customer (Aaron, MBE7000) called to confirm 2.4 GHz, 5 GHz, and 6 GHz bands are active and optimized. Agent incorrectly stated the MBE7000 is a 'Tri-band Wi-Fi 7' device with 6 GHz support. Unable to verify settings via router UI, escalated case 00134390 and scheduled callback for next day 4–5 PM PT.

Troubleshooting Steps
  • Collected model number (MBE7000) and serial number (63U10M257E01811).
  • Asked the customer to open a web browser and navigate to http://192.168.1.1 (correct local access URL for MBE7000).
  • Requested login credentials (username/password) for the router UI.
  • Offered to send an email with step-by-step instructions.
  • Incorrectly stated the MBE7000 supports Wi-Fi 7 and 6 GHz bands (contradicts KB).
Key Observations
  • Agent incorrectly claimed the MBE7000 supports Wi-Fi 7 and 6 GHz bands — materially false per KB (MBE7000 is Wi-Fi 6E, supports only 2.4 GHz and 5 GHz).
  • Failed to verify router login or Wi-Fi settings despite guiding the customer to the correct local access URL (http://192.168.1.1).
  • Confusion over ticket number and callback time reduced clarity.
  • Relied on email instead of real-time troubleshooting despite customer being on the line.
  • Customer requested escalation to a higher-level representative, indicating lack of confidence in the agent's guidance.
Positive Highlights
  • Collected essential device information (model, serial) and customer contact details.
  • Created a ticket (00134390) and scheduled a callback, providing a concrete next step.
  • Guided the customer to the correct local access URL (http://192.168.1.1) for MBE7000.
Agent Errors / Gaps
  • Provided materially false technical information: MBE7000 is **not** a Wi-Fi 7 device and does **not** support 6 GHz bands — directly contradicts KB documentation (MBE7000 is Wi-Fi 6E, supporting only 2.4 GHz and 5 GHz).
  • Failed to verify Wi-Fi settings or confirm band configuration before asserting the router was properly set up.
  • Gave contradictory information about the ticket number and callback time, reducing trust.
  • Did not follow proper troubleshooting flow: did not confirm access, did not validate outcome, and prematurely concluded setup was correct.
  • Relied on email instructions instead of guiding the customer through real-time verification via the router UI.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; customer still requested a higher-level representative and was left with only a callback promise.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent instructed customer to access 192.168.1.1 and check Wi-Fi connection status, which is a relevant diagnostic step, but failed to complete verification or advance troubleshooting.
R3 Partially Met Correct resolution path conf 80%
Agent acknowledged the need for escalation due to complexity and attempted to initiate a callback with second-level support, though warranty status was not fully confirmed.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (Wi-Fi connection/password confusion) and asked about device connectivity, but did not systematically narrow root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, logs, admin dashboard) were used; agent relied solely on verbal instructions without leveraging available diagnostics.
T3 Not Met No misinformation conf 95%
Agent claimed MBE70 is Wi-Fi 7 tri-band; it is actually Wi-Fi 6 (AX6600), making this a material technical inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempted to guide the interaction but lost control due to line issues, repeated silences, and lack of clear transitions or framing.
C2 Partially Met Confirmed understanding conf 80%
Agent used some plain language but repeatedly asked for 192.168.1.1 without confirming understanding, indicating inconsistent adaptation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent took initial ownership and attempted escalation rather than transferring immediately, but did not complete a full handoff.
O2 Partially Met Proactive follow-through conf 90%
Agent provided a callback window (4–5 PM PT) and ticket number, but next steps were dependent on external follow-up, not agent-side action.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 90%
Agent recognized the need for escalation and attempted to connect to second-level support, though it was delayed due to availability.
E2 Partially Met Escalation prep & handoff conf 85%
Escalation path was initiated with ticket creation and callback plan, but no direct transfer occurred, limiting execution completeness.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized for line quality but did not acknowledge customer frustration or repeated effort; minimal empathy shown.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted slightly by simplifying steps, but repeated technical prompts despite customer confusion, indicating partial adaptation.
X3 Not Met Overall experience conf 95%
Customer repeated model, serial, and contact details multiple times; agent failed to consolidate or reference prior inputs.
Call Transcript57 turns · 67 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.linkesis.com. Please have your device serial number ready for assistance. Press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready for assistance. Press 1 now. For out of warranty product, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support may be available depending on your issue. [silence]
00:00
Speaker 1
I wish if. Look, I'm gonna, I'm gonna right now. Thanks for watching. And then. I'm spitting and spitting. One moment Should I go back? What is the difference between a mayor, president of the city, and a governor of the city? Yes, hello. My name is Aaron. I'm calling from my neighbor's house, first step to our front door, um, unlinks aninds our router um, what was that phone number again? I forgot
02:00
Speaker 2
[silence] Thank you for calling links. This is scrolahahow may I help you? [silence] Um. Ah. [silence]
19:00
Speaker 1
Admin, so admin. Yeah. And then I said... How do I get my admin password to give you the number from my for the account? The account password. That may be it's this one here. 1 800 326 46 114. Yes, we do. I'll give you the serial number. Yes, serial number E. The serial number is 63U10M257E01811. Our model number is M-B-E-70.
20:00
Speaker 2
Okay, can you have the model number and serial number of that device? Okay, let me check if I got it correctly. The six, three, you for umbrella, one, zero, M for Mary, two five E for Edward, zero, one, eight, one, one. What's the model number of this router? [ silence ] I'm going to be.
21:00
Speaker 1
[silence] already did that's the model number [silence] mb [silence] e70 the answer is hello um it's M B E 70 is the model number m buses marry B SM boy E M elephant seven zero you get that Isaac yes
22:00
Speaker 2
You can check the exact model number underneath the device itself. Again, what's the model number? Um, I do apologize, but the line is not clear, like it's cutting off. Um, are you using the speaker mode of the phone? Is that the one, um, underneath the router? [silence]
22:00
Speaker 1
The e 70 yes, it's a router, it's a linksys router. Yes, seven zero. Correct. Oh, no, zero eight. One one no before the eight there's a one and then the numbers are correct. Yay. Hello, I am King Edward. Here's an Ant.
23:00
Speaker 2
MVE-70. Again it's an M for Mary, B for Brian, E for Edward. Okay and again the um serial number is 6-3 you 10 M 2-5 E for Edward 0-1-8-1-1. Okay again that's after M for Mary, that's 2-5 and then
23:00
Speaker 1
Edward, 0, number 1811. For, uh, how long have we had the section, sorry, just for, I don't want to hear the names of your years. Uh, we had, uh, about two hours. Yes, we just got this one today. We had to router for like two, three years, but this is the new model we just got and they got it like an hour ago and they just put it about two, three hours ago, like a 1:00 p.m. 12:31 p.m. It's a it's a Linux router. Hello, ma'am. Did you get that? [silence] Hello? What? What is Internet service provider? Cox! Cox move! Cox service! Pew. Dick. Three one zero. Three one zero. Five zero eight eight two zero two. do you wanna let you know what the floor is? Five zero eight eight two zero two! Don't scream because then she can hear.
24:00
Speaker 2
Yes. and also your internet service provider your internet service. all right. and can I have also your can I have also your phone number let me create a record for this. can have your phone number. can you am again 310 how about first name and last name. [silence] Can you repeat your name again? Can you spell it slowly? Your first name is then day, a n, correct. And then how about your email address? C. for Peter now.
25:00
Speaker 1
my router is what it's white. It's white. W-H-I-T. And the actual the light is white and the color of the of the modem itself is black. Yes, correct. [silence]
27:00
Speaker 2
Okay, what's the color of the light right now on your router? I'm sorry. [silence] The again The light indicator on the links is rather is it white? Correct? Okay. And right now you wanted to connect
27:00
Speaker 1
Oh, oh no. I don't want to connect to it. We connect to it. I just want to make sure that is there any questions. I have questions about my internet. How it set up? How it set up? You know, we connected. Sir. Did you get that, ma'am? Talk to them. So they're talking to you somewhere. Speak. Yes. Um can you hear me now? Can you hear? And
28:00
Speaker 2
to your linktree brother and it asked for the password. um, Sorry, I do apologize, but the line is really breaking up. Sir, can I call you back? Because the line is not clear. Can I have a callback number? Yeah, yeah, much better. Okay.
28:00
Speaker 1
Yeah, okay, so uh, see, this is, what he's trying to do, and maybe he speaks too loud, so I guess the voice gets distortion. Uh, he needs help in in in the, um, connection here, he he wants to make sure like, um, I don't know if he can help us here, just making sure this is a, uh, if it's a 5G signal. He wants to know if this is a 5G signal. Okay. So, you speak because I don't know what you want and you you don't scream because she wants to be able to hear you. If you scream, the voice gets distortion. Um, I'm trying to make sure it's um, if DC is more or why is right. and it's using the the best optimization. The one that I call my internet. Yeah, that's the one. That's the DC modern. Is that? Is that? Is that? Yes. Can you make sure all my Wi-Fi's [silence]
29:00
Speaker 2
Okay, actually this router that you have for the MBA 70, okay, this is already, okay, okay, okay. This is already a Tri-band Wi-Fi 7, so it has 2.4, 5 gigahertz and 6, okay.
30:00
Speaker 1
that are connected to it, have that capability and that and optimize to get the best signal. But the, but the one but not the one that that's from the list connected, that the one live on the one that's gonna put posted on the wifi, it's the, it's the router itself. It says the password is wrong. But the only one that connects is the, the DC link from the one with the DC link or modem name and the link says seven. No, the link says 01811, which is the one that's on the that, named on the, uh, router itself.
31:00
Speaker 2
Have you tried connecting any device right now to the Wi-Fi and it shows if it is just connected? Okay. Sir, let me just verify again.
31:00
Speaker 1
We can hear, you fine. We can we can hear you perfect. Can you hear us? We can hear you perfect. Okay, move it. Okay. Now can you hear me? I guess if we take you out of speakerphone, can you hear us? Can you hear us better without the speakerphone? Okay, so okay, so now he's going to tell you exactly what he's looking for if you could help us here. Don't put in speaker. No, it stops. I want to make sure that all our Wi-Fi that are connected to that are activated and that
32:00
Speaker 2
again, are you using the speaker mode? because actually the line is not clear. Can I call you back if that's okay? sometimes the line is cutting off and then when you speak it's like you're inside a cave, that just like an echo. Yes, that would be much better. Yes, yes. [silence]
32:00
Speaker 1
they work with all the wifi, the one, the four, 2.4, the six, and the 5G and they're all connected. and particularly there with decentralized modern on, they all optimized for the best signal. She at that then. Yes, well that all on the property of the each wifi setting of each wifi name that's connected at work, that's connected to it. I want to make sure it's it's optimized. It has the most the best signal on each different one that's connected to it. Yes, but it's computer. Because you need to change the settings. [silence]
33:00
Speaker 2
yes so you just want to know if you can connect to the um you want to check what's your Wi-Fi settings right? right now this on go to detail okay do you have okay do you have a computer right now that we can use to check the settings
33:00
Speaker 1
yes we haven't right now we you couldn't log it in khan a second and then enrolled after packet I'm Why? Windows? Windows 11?
34:00
Speaker 2
okay. Do you have a computer that we can use to check the settings? okay. This computer, is it Windows computer? Or is it Mac? Is it Mac or is it Windows? Is it Windows 10 or is it Windows 11? Okay. This laptop, is it connected to your network? To your Wi-Fi network? [silence]
34:00
Speaker 1
Yes, can you play again? You were cutting out. Yes, I'm still here. Yes, it says connected, but it's only one of them. Connected to cad. But I want to make sure that no, I'm not. No, [silence]
35:00
Speaker 2
Okay. On your computer right now, on the lower right-hand side corner, can you see there the Wi-Fi icon? Does it show connected or is it not connected? Sir, are you using again the speaker mode of your phone? [silence]
35:00
Speaker 1
[silence] Hello Smith. I want to make my DC link with mother Wi-Fi just as that cable is is optimized directly. You see, they're on it. [silence] Yes, sir. Andrea? Yes. We want to we want to make sure that they beating Ramona. Wi-Fi network. Wi-Fi network. Is comparable with all the for with the 2.4, five and six capable and optimized for the metal back passing signal on the chrome. [silence]
36:00
Speaker 2
on that computer can open internet browser like yellow chrome. Yes. Umm. Okay. That's why we are um that's way right now we are using your computer to check the settings okay so kindly open internet browser like Google Chrome.
36:00
Speaker 1
hey we're getting there. okay you're a belly brace. yeah we're in global terms right now. the address bars. will you repeat that 1 6 8 9 dot? 192 dot 168 dot one okay okay. that's what you use not
37:00
Speaker 2
then on the address bar, please type the numbers 192.168.1.1 yes 192.168.1.1 Again, 192.168.1.1 Okay, can you click on advanced? Or you can click OK. Or continue proceed. Ma'am, it's 192. it's 192.168. 168.1.1. again 192.168.1.1. And what's on the screen right now?
37:00
Speaker 1
You said in Chrome or in Google? We were in Chrome and the Google service, okay. Okay, so put it again there. Okay. Okay, so now we're in login admin, so who should we use? Okay, let me tell you. I see one that that is one test routed, and another one says that 90 the empty plus IQ.OVBI. And which one should I I go go to Windows. Do I do routed network login?
39:00
Speaker 2
Yes, that's Google Chrome. Is it asking for username and password. Is it authorization? So what's on the screen right now, ma'am? [silence] Ma'am, is it asking for authorization required like username and password.
39:00
Speaker 1
[KEEP_UNCERTAIN] Yes Go where you are where you are? It says login and then it says admin Do I know? No because it says route it there I don't I don't I don't feel comfortable what I'm what I'm looking at here You have to be specific what what where should I go and what I should see with based on what you're telling me to go Is that your is that your place? Okay if you're telling me to go to Okay Eric where are you going
40:00
Speaker 2
okay, password. okay, and username, okay, can you click on okay? or login, okay, what's on the screen right now, ma'am, after you tap one, nine,
40:00
Speaker 1
If you're telling me to type something in Google, tell me where else to go because when I put that number, what should I see after I enter that number? [silence] How about you send me an email to my shape at early and I just click in that link. Isn't it better? [silence] Okay, check our email, Eric. [silence] Okay. [silence]
41:00
Speaker 2
It should ask for authorization required. Okay, I can send you an email, ma'am, on how to check your Wi-Fi password. Okay. But you can just simply follow this information. Okay. But give me around five to 10 minutes to route up, to give you instructions. Okay.
41:00
Speaker 1
okay so could that as much I don't think so I just say uh if you send me an email with that link to the window that you're expect expecting me to go that would be easier and you guide me through it by that email that you can send me right now and I click the link instead of me going directly to the 192.168. um you know is that possible I'll see that huh uh-huh okay I'm there where do I go
42:00
Speaker 2
So, would you like to do it on your own, ma'am. Would you like to do it on your own and just follow the email? Let me try that one, ma'am. Okay, how about this one, ma'am. Okay, in your computer right now on the lower right hand side corner. Okay. Again, when you highlight the Wi-Fi icon, it shows connected.
42:00
Speaker 1
yeah, it shows connected. it shows the DC link Ramona connected. Eric, you're the one who knows about what is it. you have to answer. I'm not the... it shows that we're connected and connected and it has a parenthesis, number two. does the DC link Ramon? Yeah. Thank you. uh-huh. Well, make sure the signal is optimized the best and that. What what we're asking is the signal is is optimized in the best manner. Yeah, that's the goal.
43:00
Speaker 2
OK. OK. So that means right now, mom, your router is already set up properly because your device can now connect. The router has been set up.
43:00
Speaker 1
do you have people yeah who is okay what do I say we'll talk yes
44:00
Speaker 2
It's already set up, uh, because if it's not set up and optimized to its best network or best signal, your devices will not connect to it. Okay? So since your devices is ready connected, ma'am, um, you may try to observe it. Okay? You may try to observe it and in anything that you've encountered problems in the future, you can always give us a call. Okay? Okay? Just observe your connection since you just, um, set up this device. Maybe you can just observe if you find like there's something wrong with the router. But I do believe once you set up, run the set up, it will optimize the best settings that you have. Because once it's not, um, set up or it's not optimized.
44:00
Speaker 1
Mm-hmm. Yes. he will he would like to speak if if I may ask you, can you uh forward us to a higher um representative? He wants to speak to a higher representative. Is that possible? You can transfer? Me? Thank you. Thank you so much. [silence]
45:00
Speaker 2
you'll be having problem, connecting wirelessly. And what about the PC? let me check that out, ma'am, okay? So I'll be place you on hold for just three to five minutes, okay? [silence]
45:00
Speaker 1
[silence] [theme music] [silence] Christopher Dowd: numbers of the. Two, [mumbles], depends on [silence] [silence] [silence] [silence] no I'll wait for him to finish the talk to them. This is the one that's the one that says that that we must only act on that hope. So how long would it take?[silence]
46:00
Speaker 2
[DOWNWEIGHT] Hello. Hello. Thank you for patiently waiting. I'm so sorry for that old lady. We do apologize, but as of now, all our second level tech is engaged in a call. So we're just going to, um, like proceed here, that will take like, um, If we want to talk to them, sir, I need to ask approval first.
49:00
Speaker 1
Thank you for referring to a Representative. call back tomorrow or how? Is that a ticket number you can give me or something? can they call me tomorrow? sure. I will wait. Thank you. Thank you. [silence]
50:00
Speaker 2
on they will um actually right now ma'am it's beyond um call back time okay that could be possibly for tomorrow if you want to um it's not the Wi-Fi password okay I need to um need to ask approval again ma'am okay can you just stay on the line again for another two to three minutes or three to five minutes stay on the line thank you
50:00
Speaker 1
Yes.
53:00
Speaker 2
[KEEP_UNCERTAIN] Hello? Hello? Okay. I'll check you... ...if you hear me. Hello, ma'am? Hello? Um, ma'am, are you using again the speaker mode of your phone? Yes. Uh, okay. Yes, ma'am. Um, okay. I already very verified this one, ma'am. Um, since today, uh, at this hour, it's already beyond the call back time for a second level technician. Okay? And you can probably call you back, um, tomorrow. Yes. You're in what time zone, ma'am? You're what time zone? You're in the US, in what time zone? [silence]
53:00
Speaker 1
Can you give me a confirmation number that we were on the phone and when they're calling us? with Pacific time. Okay. So tomorrow, Eric, you have your class tomorrow at 6, right? Let's see, hold on. Let me give you a second. 3 30 between four and five p.m. Pacific time.
54:00
Speaker 2
[KEEP_UNCERTAIN] Um, yes, uh, yes, I'll give you a ticket number later, but let me just ask you on what time zone ma'am. Okay, and what will be the time that we can call you back? Okay. [silence] Alright, so I will just set the time.
54:00
Speaker 1
Okay. Perfect. Uh, call me to this 310-508-8202. Yes, please. 310-508-8202. Mhm. Uh, great. Mhm. LTS. Uh-huh. Okay. Mhm. Uh-huh. Mhm. Uh-huh. Mhm. Okay. I'm just asking. Okay, I'm just asking. Okay.
55:00
Speaker 2
it time here? That's around 4:00 p.m. to 5:00 p.m. Pacific Time. Okay. And what number can we call you back? Okay, so that is the preferred number, right? Okay, right? Okay, this is your ticket number. Ticket number is 00 - I'm sorry ma'am, let's start again. L T S Hold on, since I'm going to escalate this one, do not include the letters. Just numbers. 00134390.
55:00
Speaker 1
[HUMAN_REVIEW] Okay. So the ticket number is 0 0 1 3 4 3 9 0 0. Got it. Okay, 0 0 1 3 4 3 9 0. And they will be calling tomorrow from between 4 and 5 Pacific time tomorrow, Tuesday, June 23rd. Okay. Thank you so much. You too. Thank you. Bye bye.
56:00
Speaker 2
Well. No, ma'am. Just three nine zero. Just one zero after nine. Yes.
56:00