V2 Rubric Detail — c3e5dcee-7941-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 13:51
Duration
7m 21s
Contact
Mark Johnson
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135962
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: separate band

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall36.0% (-19.9)

V2 Grader Summary

The agent provided technically accurate general information about the MR8300’s capabilities but failed to diagnose or resolve the 'mixed broadcast' issue by omitting KB-mandated steps to disable band steering/Smart Connect. No troubleshooting was completed, no resolution confirmed, and the customer was left to self-resolve without guidance, resulting in an unresolved outcome.

V1 Case Analysis

Customer asked how to separate 2.4 GHz and 5 GHz SSIDs on MR8300 for a vacuum. Agent confirmed capability and instructed to use Wi-Fi Settings → Show More to edit each band. No verification of success; customer will try and may call back.

Troubleshooting Steps
  • Confirmed MR8300 supports separate SSIDs
  • Instructed to go to Wi-Fi Settings and click 'Show More' to expose 2.4 GHz and 5 GHz entries
  • Explained that Guest Network is a separate network and not needed for this purpose
Key Observations
  • Agent provided technically accurate guidance: MR8300 supports SSID separation via 'Show More' in Wi-Fi settings, per KB documentation.
  • No verification of firmware version, Smart Connect setting, or current UI state was performed, which are common blockers for SSID separation.
  • Call ended without confirming whether the steps resolved the issue or whether the customer could see the 'Show More' option.
  • Agent did not probe the customer's actual screen view or offer remote troubleshooting steps, leading to an unresolved outcome.
Positive Highlights
  • Correctly identified the MR8300 model and confirmed its capability to separate 2.4 GHz and 5 GHz SSIDs (01:00–02:00).
  • Accurately directed the customer to 'Wi-Fi Settings' and the 'Show More' option to access individual band configuration (02:00–03:00), per **adjacent_connecting_devices.md** and **universal_legacy_device_wifi.md**.
  • Correctly clarified that the Guest Network is a separate network and not required for separating main band SSIDs (03:00–05:00), per **adjacent_common_wifi_questions.md**.
  • Provided factually correct advice with no KB contradictions.
Agent Errors / Gaps
  • Failed to confirm whether the router UI actually displayed the 'Show More' option or if Smart Connect was enabled, which can hide separate band settings.
  • Did not ask about firmware version, which may affect UI availability and feature support.
  • Ended the call without verifying resolution or scheduling a follow-up, leaving the customer to self-troubleshoot without confirmation.
  • Provided only high-level instructions without step-by-step verification, increasing risk of misapplication.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call stating they will try on their own and may call back; no confirmation of resolution or successful setup.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent directed customer to 'Show More' in Wi-Fi settings as a first step but did not guide through disabling Quick Setup or verifying current configuration, leaving troubleshooting incomplete.
R3 Partially Met Correct resolution path conf 91%
Agent correctly identified MR8300 can separate SSIDs and guest network uses 2.4 GHz, but failed to provide full best-effort troubleshooting for an out-of-warranty device (MR8300 >5 years old), such as checking firmware or disabling Quick Setup.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process: did not ask about current configuration, firmware, or whether Quick Setup was enabled, despite customer reporting UI only showed 'mixed' mode.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use KB or tools to provide necessary steps to disable band steering/Smart Connect; KB explicitly requires this for 'mixed broadcast' issue, but agent gave only vague 'Show More' instruction.
T3 Met No misinformation conf 97%
Agent accurately stated MR8300 supports SSID separation, guest network uses 2.4 GHz, and separate networks can share same password—consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintained basic call flow but failed to set clear expectations, clarify confusion about guest vs. main network, and lost control when customer expressed uncertainty.
C2 Partially Met Confirmed understanding conf 90%
Agent used plain language but did not adapt to customer’s confusion—e.g., when customer conflated guest network with band separation, agent did not rephrase or confirm understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent engaged with issue and offered correct guidance but did not take full ownership—no commitment to follow-up, remote assistance, or ensuring resolution before closing.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timeline, or callback commitment given; customer left to self-resolve without clear action plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—standard configuration issue resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite but offered no acknowledgment of customer frustration or difficulty setting up vacuum cleaner; minimal empathy despite customer’s expressed stress.
X2 Partially Met Tone & rapport conf 87%
Agent maintained steady pace but did not adjust to customer’s confusion—e.g., when customer thought only guest network could be 2.4 GHz, agent did not rephrase or confirm comprehension.
X3 Not Met Overall experience conf 93%
Customer sent to figure out UI navigation alone, requiring repeated effort and risk of error; agent could have provided clearer steps or remote guidance.
Call Transcript16 turns · 16 lines
Speaker 1
Hey, Ben.So, yes, I was wondering if you could help me with a couple of questions.Um, I have aLinksys Wi-Fi router that I'm trying to pair or set up a vacuum cleaner through and it only [silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. I thank you for calling Linksys. My name is Van, then I help you today. Uh-huh.
00:00
Speaker 1
it requires 2.4 instead of 5G and I've gone in and I cannot find a way to not make it a mixed broadcast. Because I even set it up as a, let's see, I don't know the model off the top of my head. MR8300. I went in from our computer, not from my phone.
01:00
Speaker 2
Ah? What's the model of your router? Um mra 300. You mentioned that you've entered the settings on the router. What device did you use to enter the settings? Computer.
01:00
Speaker 1
And I could not find, could not find how to change, to change even any setting in there from off of mix to a 2.4 or a 5 gigabyte and. Well, I was in the Wi-Fi. I'm not on it right now, I'm just calling you to see if this model is capable of doing that. Is it capable of, you know,
02:00
Speaker 2
Thank you so much. Um, Mhm. Have you tried? I'm sorry. Are you already on the WiFi settings? [silence] I see. Yes. Your MR your MR8300 is capable of separating your SSIDs. If you want a specific 2.4 and 5 gigahertz, it's capable of doing it. So, all you have to do is just go to your Wi-Fi settings. If your Wi-Fi settings only shows you one Wi-Fi name and Wi-Fi password, there is an option below it.
02:00
Speaker 1
like, you know, on, uh, like the guest network? Or am I changing it? Right, but I forgot, for streaming and everything else, I want the 5G. So, is there a way to have 2.4 and 5G on there simultaneously? Because I've read information that you can set up your guest Wi-Fi just to 2.4. But I can't, when I go to the drop-down window, I can't do that.
03:00
Speaker 2
Show more. You need to click that show more option so that it can show you the 2.4 and the 5 gigahertz. And from there, you can then personalize either the 2.4 or the 5 gigahertz so that they can be separated and become an individual connection instead. Guest network is different from 2.4 and 5.0. Yes, by default. No, uh, guest network guest network does not [silence]
03:00
Speaker 1
Okay. So I'm, I may be misunderstanding you. I cannot have stuff on 5G and and stuff on 2.4 together separately. I have to have it's either one or the other. [silence] Okay.
04:00
Speaker 2
Have any function to separate either two point four and five gigahertz Because it's a completely different set of network, which is separate from your original or main internet connection. [silence] By default, [silence] [silence] No. Uh, once again, Guest Network by default uses two point four only. If you want to have a specific two point four and five gigahertz, you can also do it on your router just by going on Wi-Fi settings and changing the Wi-Fi name on either two point four or five gigahertz.
04:00
Speaker 1
go to Wi-Fi settings change the name because if I show all Okay. And I've tried that. I've tried changing the name to a different name. You know, rename the guest at a different name and then Okay. So I just have to find the one that says guest and if I change that to a different name, there's a drop-down window off to the right, correct? Okay. And and when I click on that,
05:00
Speaker 2
Yes. You can have the same password, uh you can have the same password but they must have different names. No, a guest network is completely different from your main Wi-Fi network. 2.4. Yes, that is correct.
05:00
Speaker 1
The only choice it gives me is mixed. It does not give me any options. Okay. All right, I will go try this. And if I got problems, I may have to call back. All right, thank you. No, I'm just trying to get this software so I can get the vacuum cleaner set up. And it requires 2.4G and I cannot get our Wi-Fi to [CRY]
06:00
Speaker 2
Network mode is different. Network mode is how the, how the Wi-Fi functions properly. So you don't need to change that. You don't need to alter it or anything. You just need to focus on Wi-Fi name and Wi-Fi password only. no worries there. We're always available to try to assist you in every way. All right. Is there anything else? All right.
06:00
Speaker 1
or transmit 2.4 only. So I'll go do some more looking and see if I can get that to happen. Yep. You too. Bye. [silence]
07:00
Speaker 2
I see. All right. Thank you so much for calling Linksys. Take care and have a great day. Bye-bye for now.
07:00