V2 Rubric Detail — b4513262-812d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 15:47
Duration
19m 40s
Contact
386-490-1556
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00137480
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separating Frequency Band
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall86.2% (+30.2)

V2 Grader Summary

The agent correctly diagnosed the unified SSID issue and provided accurate steps to separate 2.4 GHz and 5 GHz bands on the MR6350. However, the call ended before the customer confirmed successful application or verification of the changes, preventing full confirmation of resolution. All technical guidance was sound and aligned with KB, but outcome was not validated.

V1 Case Analysis

Customer wanted separate 2.4 GHz and 5 GHz SSIDs on MR6350. Guided to myrouter.local, set admin password, renamed 2.4 GHz SSID. Did not disable band steering. Customer reported success but may experience re-merging of bands.

Troubleshooting Steps
  • Confirmed router model (MR6350) is dual‑band
  • Guided customer to access router web UI via myrouter.local
  • Walked through admin password setup using recovery key
  • Located Wi‑Fi settings and instructed renaming of 2.4 GHz SSID
Key Observations
  • Agent correctly identified the router’s dual‑band capability and provided accurate navigation steps to the web UI
  • Collected model, serial number, name, and email per protocol
  • Failed to instruct disabling band steering — a critical step for MR-series routers to maintain separate SSIDs
  • Customer successfully accessed the web interface and applied changes, indicating guidance was actionable
Positive Highlights
  • Clear, step‑by‑step guidance to the router’s web interface
  • Polite and patient tone throughout the call
  • Successfully gathered required customer information (model, serial, contact details)
  • Correctly guided the customer to rename the 2.4 GHz SSID to create a visibly distinct network
Agent Errors / Gaps
  • Omitted the step to disable band steering, which is required on MR-series routers (including MR6350) to prevent the 2.4 GHz and 5 GHz bands from automatically merging back into a single network
  • Repeated the customer's email address incorrectly before confirming the correct spelling
  • Incorrectly referred to the model as '6530' instead of 'MR6350'

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Customer confirmed understanding of steps ('I think I'm kind of with you...') but did not verify successful separation of 2.4 GHz and 5 GHz networks before call ended.
R2 Met Diagnostic thoroughness conf 96%
Agent guided customer through accessing router UI, using recovery key, navigating to Wi-Fi Settings, and renaming SSIDs — all relevant, logical steps for band separation.
R3 Met Correct resolution path conf 95%
Agent correctly chose SSID renaming over factory reset or hardware replacement, aligning with KB guidance for MR6350 band separation. Warranty status (out-of-warranty) did not affect resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified symptom (single SSID) and root cause (bands interconnected), but asked no diagnostic questions about current settings, firmware, or prior changes.
T2 Met Appropriate tools / resources used conf 94%
Agent used router web interface (myrouter.local) and referenced a simulator — appropriate tools for configuration guidance; none were missing or misused.
T3 Met No misinformation conf 97%
All technical instructions (access URL, recovery key usage, SSID renaming, WPA2 security) match KB content for MR6350 and EA/MR series setup.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, set expectations ('let’s open a browser'), and guided step-by-step without losing focus or being derailed.
C2 Met Confirmed understanding conf 95%
Agent adapted language to customer’s level, confirmed understanding ('yes, sir'), and accommodated iPad use without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, collected necessary info, and did not transfer or avoid responsibility.
O2 Partially Met Proactive follow-through conf 87%
Agent gave next steps (rename SSIDs, apply), but did not specify post-apply verification (e.g., reconnect devices, check network list) or timeline for follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact, so continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and resolvable via configuration.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent used polite language ('appreciate your time', 'have a great day') and remained patient and professional throughout.
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, confirmed each step, and adapted to iPad use, maintaining engagement.
X3 Met Overall experience conf 95%
Agent minimized repetition, avoided unnecessary holds, and provided direct instructions, reducing customer effort.
Call Transcript34 turns · 37 lines
Speaker 1
Welcome to Lex's Support. To ensure quality service, your call may be monitored. [silence] Hello. [silence] Yeah, hi Dylan. I got a question for you. I've got an old, uh router. It's an MR6350 and, uh, we have Spectrum service and, um, and trying to figure out like, in our old router, it had a 2G, 5G network, but now we're not getting like 2G, 5G. It's just coming out as one signal. [silence]
00:00
Speaker 2
[silence] Hi [silence] Thank you for calling Linksys Technical Support. My name is Delin. [silence] Hi. [silence]
00:00
Speaker 1
trying to figure out we want to G we don't want to be on a 5G network and just trying to figure out like what we need to do uh you know so if you have another product or something like that that could that could do that or whether that's a change in spectrum or just need somebody with some expertise that could maybe advise us on this. right. [silence]
01:00
Speaker 2
So, Ashley, if you haven't like can figure it, uh your computer, it actually emits two frequency bands, but if you haven't configure it yet, by default your 2.4 and 5 gigahertz is interconnected to each other. That's why you're only seeing one, um, network. But if you're going to configure it, you can separate the 2.4 and 5 gigahertz and then have [silence]
01:00
Speaker 1
Right. So you can confirm for me that this link sees whatever, it's MR-6350 is capable of having the separated networks of the 2G and the 5G because I had used it before and of course, I had made my own network name and put in my own password. If I go and I reset it, I could, what you're saying is basically, I could go in and separate those two uh networks so I could log into each one like sep. Okay. Okay. Okay. Okay. So let me just ask you this since I already have established my own network, I would have to reset the device in order to do that. To establish those two separate networks on this on this router. Okay. And is it, so basically what I would do is hit the reset on the router.
02:00
Speaker 2
It means it's a dual band, so it has 2.4 and 5 gigahertz. Um, well, you can actually you can actually um create two networks, sir, and it will just manually connect to it. Yes, sir.
03:00
Speaker 1
and then it would go in and I would log into like, uh, you know, my IP address or my log into the router and then create, okay. So what do you advise that I do in order to set it up?
04:00
Speaker 2
There's no need to reset the router, sir. Well, technically it's just so easy. You just have to create a different Wi-Fi name for the other frequency band. You can just leave it with the same Wi-Fi password but you can just um in order for them to be separated, you need to create a different Wi-Fi name for that specific uh frequency bands. For example, uh, if your your uh Wi-Fi name currently is home network or home Wi-Fi, you just have to you just have to put um, you just have to rename your Wi-Fi name for that specific frequency band. For example, if your Wi-Fi name is currently HomeNetwork or HomeWi-Fi to something else like EXT for external or special Wi-Fi name. For example, HomeWi-Fi for the band or in frequency band and HomeWi-Fi 2.4 GHz for the other frequency band.
04:00
Speaker 1
ok so just for my own clarification you're saying to go and log into the router and make those changes uh on the website for the router like when I yeah correct so I would just go and under the web and I would type in my IP address which would bring up the router and then I would change
05:00
Speaker 2
Imagine that two point four gigahertz to home underscore two point five gigahertz or two point five wifi and the other one is: home wifi 5 gigahertz or just leave it 5 gigahertz: you can just edit uh the the 2.4 so once you uh edit the wifi name, you can you can just leave it and then it will just be separated from the the web interface.
05:00
Speaker 1
That it takes me to a Linksys homepage or something. So I would do that. And then I would just rep... Okay. Okay. Yeah. That would be great. I. I would appreciate that. Yeah. Okay. I'm all set up to to give it a go. Can I use like I could use. Can I use an iPad as a web interface? It's on the.
06:00
Speaker 2
Hmm. Mhm. Uh huh. Then you go to, yeah, you go to wi-fi settings and once you're in wi-fi settings, you just have to click on see more or, um, it will just automatically route you to the the wi-fi name for the 2.4 and 5Ghz. But if you want, we can actually do it right now. So that I can walk you through. All right. So, do you have, um, a laptop or a computer you can use to access the web interface? Uh, yes, yes. Uh, you can actually use iPad. [silence]
06:00
Speaker 1
Yeah, it it. OK. So is my so after I'm connected to that, I'm going to enter my IP address and is that how I would okay. sure. OK. OK. [silence]
07:00
Speaker 2
Just ensure first that your iPad is connected to the Wi-Fi to the Linksys Wi-Fi. Yes. Let's open let's open a browser and then on the address bar. All right. On the address bar you type in http colon double forward slash.
07:00
Speaker 1
Got it. My router dot local. Okay. Okay. Okay. Got that? All right. Yeah, that brought up that brought up the uh the page that I had gone to before. It says continue to linksee smart wi-fi. Okay. Okay. So it just says reset admin and it's it's saying we need to set up your admin passwords so you can access settings when you are not. Okay.
08:00
Speaker 2
yes, I and then hit enter. yes, sir. mm-hmm. mm-hmm. yes, sir.
08:00
Speaker 1
saying something about, I see that there's a recovery key that's on the back of my router. Should I enter that where it says enter recovery key? Yeah, it is asked. Okay. All right, now it's saying to create a new admin password and hint. Um, so I should change the admin password or and it doesn't it doesn't have to be what's printed on the back of the router. It's just something I can make up. Okay, all right. Um,
09:00
Speaker 2
Well if it asked you for the recovery key then you can enter the recovery key. that's um yeah that's that's uh necessary when you're uh changing the admin password. Yes, sir. Yes, sir. Yes, sir. Yes, sir. As long as um it's uh I mean you you also need to ensure that you can remember it.
09:00
Speaker 1
I'll write it down here. Okay. So, sure, no problem. Yeah, sure. Um, it's gonna be Elliot. Chip. Yeah, Elliot
10:00
Speaker 2
uh, buddy, sir, um, I need to create a record of you here in order for me to, you know, um, proceed further and ensure that we I would be able to take know of everything that we have done. So would you mind providing me with your full name and then your email address? Elliot.
10:00
Speaker 1
Chip root, C-H-I-P-R-U-T-E-E-R-U-T, correct, correct, yeah, it's going to be Zohar, Z-O-H-A-R-8 at yahoo.com . That's correct, [ silence ] [ silence ]
11:00
Speaker 2
I'm sorry, that's C, C-H-L-P-R. C-H-L-i-t. You, see. Okay. So, for your first name Elliott, that's E-L-L-I-O-T. Okay. Okay, how about your email address? Sir. Okay, so that's Zohar, eight, at Yahoo.com. All right, got it. And also, um,
11:00
Speaker 1
Yeah, let me See, it looks Yeah, you know, it's going to be a little challenging to do that cuz it looks like it's kind of worn off in one number but it looks like it's like S forge / and then I can't, it's like three Uh, I'm not sure about this number. It might be zero N 10 A 0 1 6 3 9 Yeah, again, it's like Uh the sticker is kind of Uh got a got a Like, it looks like it's like 3 0 N 1 0 M 2 9 8 8
12:00
Speaker 2
can you provide me the serial number of your MR6350? I mean 6530. [silence] I'm sorry, that's three zero... [silence] a
12:00
Speaker 1
0 1 6 3 9. yeah yeah, sure, that's The Spectrum. it looks like I'm.
13:00
Speaker 2
Okay, so that's 3 0 N 1 0 M 2 9 A 0 1 6 3 9. All right, got it, sir. And may, may I also know who is your internet service provider? Back home. All right. [silence] All right, sir. How was it? Were you able to log in now to the Linksys smart Wi-Fi?
13:00
Speaker 1
Yeah, I see it now. I'm on I'm into Linksys Smart Wi-Fi tools. Okay. I see it. It's saying under the Wi-Fi settings, it says 2.4 gigahertz plus 5G gigahertz and it's showing a lock symbol. Is that what I need to be Okay. Yeah, yeah. No problem.
14:00
Speaker 2
Okay. Okay, let me just open my simulator here. So that we're on the same page, okay? Just bear with me. All right. Okay. So, um, under, under router settings. You go to Wi-Fi settings and then, uh, you'll see there is 2.4 and 5 gigahertz band.
14:00
Speaker 1
[silence] [silence] I see Wi-Fi settings. It says wireless. It has the Wi-Fi name and the password to show more maybe. Okay, now I see that I'm under show more now and I see both of them and it's saying mixed. Is that what I want to like, uh be hitting on that where it's not mixed. Okay. Right. [silence] Yeah, I got that. Okay. Yeah, I see. [silence] Okay, gotcha.
15:00
Speaker 2
Yeah. Show more. it's show more. Uh no, no Mix. Uh once you see, uh once you tap or click on see more or tap on see more you you'll see the the Wi-Fi name for each 2.4 and 5 GHs, right? Okay. So you just have to change the Wi-Fi name for the 2.4. Like what I've mentioned earlier, you can uh just put uh your Wi-Fi name and then underscore 2.4 GHz, you know, for you to be able to identify that that's the 2.4 network. [silence]
15:00
Speaker 1
so so maybe I'll just call it um I'll just change in the name here where it's like underscore 2. 4 gig hertz okay and then um I see like under that it's saying like wi-fi password security mode and then it says like WPA 2 personal wi-fi mode do I need to take that out of being on mix okay okay [silence] okay.
16:00
Speaker 2
No need to change the network mode to mix, because by default, it's just mix. And the security mode, you can actually change the to WPA2/WPA3-MIX personal.
16:00
Speaker 1
just showing me like WPA2 personal and open and then Wi-Fi mode it just says mixed, there's nothing to change it to. Okay, all right. So I, I, I think, I think I'm kind of with you in terms of like, okay, I've changed the name to the 2G, uh, I've identified that network as 2.4 gigahertz. And then I can also like put the 5G there and, and identify that as 5 gigahertz. And then when I hit apply on the, under the Wi-Fi settings, it should pop up with the two different networks then. Okay. All right. Yeah, I really, yeah, I, I, I have that here. Um, yeah.
17:00
Speaker 2
Oh, OK. Mhm. Oh. Yeah, um, it's actually an old model. So, yeah, uh, it only has dated personal. So just, you can just leave it uh, at that. And then, Mhm. Just ensure that you know the Wi-Fi password, okay? You can just leave the same Wi-Fi pass. Sure sir. No problem. By the way, how long have you been using this router? Oh, okay. Yeah, it's--that's fine. Sure, sir, no problem and appreciate your time doing the troubleshooting. All right, just don't hesitate to give us a call back. Sure, no problem. All right. Bye for now. Have a great day. Take care. [silence]
17:00