V2 Rubric Detail — b8c99134-6366-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 18:20
Duration
12m 57s
Contact
Rico Jackson
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132639
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to separate the bands
⚠ 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

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall63.2% (-0.8)

V2 Grader Summary

The agent demonstrated ownership and provided accurate, best-effort guidance for an out-of-warranty device, including a promised post-call guide. However, no real-time troubleshooting or confirmation occurred, and the issue was not resolved during the call. While tool use was not required and technical accuracy was maintained, the lack of diagnostic engagement keeps this from being a successful resolution.

V1 Case Analysis

Customer asked how to disable 5 GHz on MR6350. Agent identified model, confirmed out of warranty, and committed to sending a step-by-step guide and YouTube video. No in-call fix, but self-help path provided.

Troubleshooting Steps
  • Collected and verified product model (MR6350) via serial number.
  • Confirmed device is out of warranty based on purchase date.
  • Explained that band separation must be done via web UI, not the app.
  • Provided correct access URLs: http://192.168.1.1 and http://myrouter.local.
  • Offered to send a detailed step-by-step guide and YouTube video.
Key Observations
  • Agent provided correct technical guidance per KB: band separation is not available in the Linksys app and must be done via web UI (192.168.1.1 or myrouter.local).
  • Agent correctly identified the MR6350 model and confirmed out-of-warranty status based on purchase date.
  • Agent offered a valid self-help path (step-by-step guide + YouTube video), which is acceptable for out-of-warranty customers.
  • Agent failed to create a case/ticket number, a protocol violation.
  • Agent pushed paid support prematurely after declaring warranty expired, without first confirming customer interest in free self-help options.
  • No verification of customer’s ability to access the web UI before directing them to it.
Positive Highlights
  • Correctly identified the router model (MR6350) using the serial number [07:00–08:00].
  • Technical accuracy confirmed: Band separation is not available in the app and must be done via web UI (KB: `ea_series_router_setup.md`).
  • Correct URLs provided: http://192.168.1.1 and http://myrouter.local (KB: `ea_series_router_setup.md`).
  • Offered to send a free, detailed step-by-step guide and YouTube video to help the customer resolve the issue independently [11:00–12:00].
  • Collected customer name and email for follow-up communication [08:00–09:00].
  • Maintained a polite and patient tone despite customer’s difficulty and interruptions.
Agent Errors / Gaps
  • Failed to create a case/ticket number or document the interaction in the system [08:00–12:00].
  • Pushed paid-support option ($15) immediately after stating warranty had expired, without first offering free self-help [11:00].
  • Did not verify whether the customer could access the router’s admin page before suggesting login steps [04:00–05:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed resolution; only promised a post-call guide without verifying current settings or guiding the customer through the actual fix during the call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent confirmed the model (MR6350), acknowledged the issue (combined bands), and directed to local UI access — but skipped diagnostic steps like checking current SSID configuration or band steering status.
R3 Met Correct resolution path conf 90%
Agent correctly identified device was out of warranty, offered both a paid support option and a free step-by-step guide with video, providing best-effort troubleshooting path without dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (combined 2.4/5 GHz) and directed to correct interface, but asked no targeted questions about current SSID setup, band steering, or firmware — missing root cause verification.
T2 Met Appropriate tools / resources used conf 90%
No tools were necessary — issue was basic band separation on MR6350, resolvable via documented KB steps. Agent provided correct guidance using reliable knowledge base without over-relying on unsupported methods.
T3 Met No misinformation conf 95%
Instructions to access 192.168.1.1, log in, and separate SSIDs are technically accurate per KB; no incorrect information was given.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call flow, created a ticket, and gathered info, but failed to set initial expectations and allowed multiple unaddressed silences, reducing control.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not acknowledge customer’s disability or adjust pace despite customer’s effort; communication was functional but not fully adapted.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took full ownership: collected serial, created ticket, offered solution paths, and committed to follow-up — no transfer or avoidance.
O2 Met Proactive follow-through conf 90%
Clearly stated next steps: email guide after call and request for receipt reply to update warranty — specific, realistic, and documented.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and resolved via self-help path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and used affirmations, but did not explicitly acknowledge customer’s effort due to disability or frustration — empathy was present but generic.
X2 Partially Met Tone & rapport conf 80%
Agent maintained steady tone but did not adjust for customer’s pace or confirm understanding when customer struggled with navigation.
X3 Partially Met Overall experience conf 85%
Reduced future effort by promising a guide, but required customer to locate serial, IP, and receipt — adding immediate effort without agent-side shortcuts.
Call Transcript22 turns · 24 lines
Speaker 1
Oh, you on here?
00:00
Speaker 2
Welcome to Lynxys support. To ensure quality service, your call may be monitored. For in-warn toothy products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Lynksys.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 products, paid support may be available depending on your issue. To hear more about your service options, please have your device serial number and contact information ready.
00:00
Speaker 1
Hey, I'd like just to know how do you switch a Linux router? Where, it combines both networks together. Like 5 gigahertz and 2.4 gigahertz. They combine them both together. How? I wanted to know how do you turn off the 5 gigahertz on the Linux router? When it's giving you no option. It's combining both networks together. Like when I'm close to my router, it's 5.0 gigahertz, and when I back away from it, then it's back to uh 2.4. But I want it to remain on 2.4 What do I do? [silence] Okay, now I did it already. Now, inside my router inside my router settings, this doesn't show it. I went to the app. You know, I downloaded your app. Okay, and not. And not. And not. Okay, so what I got to do, go to the um the 192. I got to go to a browser. Go to 192.168.1.1 on a browser. And then login with your login credentials. If you forgot it, you can reset the router. You can reset the router.
01:00
Speaker 2
there is no option is you can separate the wi-fi network, which is advisable. second option, sir, is there's a button for you to turn on turn off and turn on the 5 gigahertz or 2.4. Unfortunately, sir, that feature, sir, is not uh that's not possible on the app. there is a user interface that you will use. On the user interface, sir, there where you will be able to separate the wi-fi network. Yes, yes sir. Go to the browser, type in the default IP address of your devices, and just uh go ahead and log in, and you can then separate the wi-fi network.
02:00
Speaker 1
What's the, uh, what's the numbers y'all have? Uh, Mr. Uh, Xcks and B. Uh, combination. Is there one nine two? What else? Okay. All right. Thank you. And then I should be able to get. Now, when I keep putting that in, it always switch me over to the app. Uh. No. Nope. It just gives me that. Uh, I'm looking on, I'm looking, I don't have it out there. It's about to force it. Hold on. Hold on.
03:00
Speaker 2
Okay, you're welcome, Sarah. Oh, okay, you are trying to log in. How about, can you check if you have an option to continue to link to smart Wi-Fi here? That's on the bottom. No? You have there a picture of your phone asking for you to download the app for set up. Below it, you have a QR code. On the QR code, below that, you have continue to link to smart Wi-Fi.
04:00
Speaker 1
Do I got to make an account for Linksys Smart Wi-Fi? Yeah, that's what I'm gonna do. I'm in a wheelchair, that's one thing I don't know. But if they're not though, oh. And I can tell you from that. Yeah, I'm in the wheelchair, but I can tell you from that, hold on. I'm gonna hook you up with the app.
05:00
Speaker 2
continue to link to Linksys Smart Wi-Fi sir. [silence] um no need sir. You can access locally sir. [silence] okay. How about this? Um are you sure what's the model number of your lens sir? [silence] oh. [silence] are you with the router right now sir?
05:00
Speaker 1
I'll tell you the model number. Hold on. Here you go. Serial number? That's on the router right? OK, network and that's version. Under nose, other nodes 016. I just got it.
06:00
Speaker 2
Oh, I see, I see. Hmm, trail number. Sure, that will do if you have the trail number. Yes. Or if you have the app trail, that will also be under apps or under network administration. Yes, under nodes.
06:00
Speaker 1
Okay, uh, alright, go to serial number. You ready? three, four, N, one, zero, M, two, eight, B as in boy. [silence]
07:00
Speaker 2
Yes, yes.
07:00
Speaker 1
Okay. Yes. I thought that was great setup by that. Yes, I can. I get MR6350. Yes. You said, I mean, one out. 313. Last, 71, 8129. Rika Jackson. Rick Jackson, J, 8, C, [silence]
08:00
Speaker 2
ye okay thank you okay okay uh so based on what have what i have here this is an mr 6350. that's the model number sir. yes yes sir okay sir i'll just need to create a a ticket for you here before we proceed with some other uh things that we can do and let me start with your phone number sir okay yes sir okay okay how about your first and last name sir Riko r-ko okay okay
08:00
Speaker 1
[silence]
09:00
Speaker 2
Got it thank you sir how about your email address sir? [silence] Ryan Syracuse, Sir let me just confirm sir it's R-I-O-N-S-I-D-E@yahoo.com. Okay, so, okay I was able to confirm Sir this MR6350 your bill. is P0.00 sir
09:00
Speaker 1
Uh, no. I just yeah. I don't know, so you're So I can't get the receipt. Yeah, my hands are going to work. I have to go to nap just to give you this part. Oh,
10:00
Speaker 2
Then, you've seen this since 2022, right? You just got this. Uh, maybe how long ago? Maybe a year ago? Less than a year? Can you provide me the, um, a copy of the receipt, sir? Mm. Okay. Oh, I see. Because, uh, here's the thing, sir. Based on the information I have here, you purchased this around, um, January of 2022. So, it means, sir, since this router has a one-year warranty, this is no longer in warranty.
10:00
Speaker 1
[DOWNWEIGHT] Well, actually, you know what I could do all what I could do is just switch it to 2.4 gigahertz. That's always terrible. I gotta go through all right it's hard for me to find a receipt and all right. All right, well very good, that'll work. Yes, you send me that.
11:00
Speaker 2
But I can provide the options for this. If you can send us a copy of the receipt, uh, we can proceed with the free, uh, free service, uh, that's over the phone. And if you can, Yes, yes, sir. Yeah, I understand, sir, but actually that's part of the process. Anyway, sir, I will provide you other options for this. Um, we do have a paid service. That's $15. But if you don't want to proceed with that, sir, I can also send you the full step-by-step guide on how you can get through the user interface and share and separate, uh, separate the high frequency network from, uh, double the 2.4 and 5 gigahertz. That's free. Okay, yes, sir. I know you can do that. Yes, yes, sir. So I'll send it to you right after this call, sir. And, uh, We do have a, we do have a, uh, support site too that you can link. So, if you still have some questions about this, uh, we can guide you, uh, there too. And, uh, uh, Okay, yes, sir. Good. Uh, of course, yes, sir, I know. I know, then, uh, eventually after we, uh, uh, solve your problem right now, then if you want for the full services that we can provide to you as well. And, uh, of course, we can help you to the fullest. Uh, yes, sir. Yes, sir. Yes, sir. Yes, sir.
11:00
Speaker 1
Okay. Uh, thank you very much. I appreciate it. All right. Thank you. Thank you.
12:00
Speaker 2
Yeah, you can just follow that step-by-step guide. I'll include the YouTube video so that it will be easier for you if you just follow the video. You're welcome, sir. And if you need further assistance, if you already have the receipt, sir, I will also send you the um an email. You can reply with a copy of the receipt so that we can also update the the warranty of your of your device. okay. So, yes, thank you so much for your time, sir. And um I'll send you the um the guide, sir, right after this call, okay? Thank you so much for your time, sir. Gary I'm sorry, Sir Rico. Have a good day. Please stay safe. Thank you, sir. Bye bye. [silence]
12:00