V2 Rubric Detail — d8668656-6c11-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-19 19:05
Duration
10m 12s
Contact
Mike Herrera
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133696
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separate Wi-Fi Bands_MX4200
⚠ 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

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

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership3.93/5
EscalationN/A
Customer Exp1.79/5
Overall37.9% (-16.1)

V2 Grader Summary

The agent failed to perform any troubleshooting for the customer’s request to separate 2.4 GHz and 5 GHz SSIDs on an MX4200, immediately offering paid support instead. While policy information was accurate and case continuity was maintained, no diagnostic steps were taken, and the customer was left with added effort and no resolution. The lack of empathy and failure to attempt even basic guidance resulted in an unresolved outcome.

V1 Case Analysis

Customer wants separate 2.4 GHz and 5 GHz SSIDs on MX4200. Agent confirmed model, stated device is out of warranty, offered $15 paid support, provided ticket LTS00133696 for callback. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the MX4200 model and confirmed out-of-warranty status based on existing case record.
  • No troubleshooting or self-help guidance was provided despite the feature being supported and documented in KB.
  • Agent pushed paid support without first offering any basic configuration steps or KB article reference.
  • Ticket number was clearly communicated using phonetic alphabet (Lima Tango Sierra), improving clarity.
  • Agent apologized for prior failure to send ticket, showing basic empathy, but did not proactively offer alternatives.
Positive Highlights
  • Correctly identified the product model (MX4200) and topology (three nodes) from existing case data.
  • Accurately communicated out-of-warranty status and correctly quoted the $15 paid-support fee for 60 minutes of assistance.
  • Provided a clear, phonetically spelled ticket number (LTS00133696) for future reference.
  • Confirmed the customer's name (Mike Carera) and referenced an existing case, showing CRM usage.
  • Apologized for the prior failure to send the ticket, acknowledging service gap.
Agent Errors / Gaps
  • Failed to collect serial number despite it being standard protocol for warranty verification and case documentation.
  • Did not provide any self-help instructions for separating SSIDs, even though this is a supported feature on MX4200 via web interface (http://myrouter.local or http://192.168.1.1 → WiFi Settings → enable 'Separate SSIDs').
  • Did not reference or direct customer to KB article on SSID separation, which would have provided immediate value.
  • Pushed paid support as the only path before confirming customer's willingness or readiness, leading to unnecessary hold while customer retrieved laptop.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the agent offered paid support but did not perform any configuration or confirm if dual SSID setup was possible on the MX4200.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped all troubleshooting steps (e.g., checking firmware, accessing web UI, verifying current SSID settings) and immediately pivoted to paid support.
R3 Not Met Correct resolution path conf 96%
Agent failed to attempt basic troubleshooting (e.g., guiding to web UI) before offering paid support, violating OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process used; agent did not confirm symptoms, ask about firmware, or determine if dual-band separation was supported on MX4200.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (web interface, firmware check, reboot) were suggested or used despite being necessary for SSID configuration.
T3 Met No misinformation conf 99%
Agent correctly stated the $15 paid-support fee and out-of-warranty policy, consistent with universal_paid_support_workflow.md.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call control by guiding to ticket number and next steps, but failed to set expectations before pushing paid support.
C2 Met Confirmed understanding conf 92%
Agent used clear, plain language, repeated the ticket number phonetically, and confirmed understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent referenced an existing case and created continuity with a ticket number, but did not own resolution by attempting troubleshooting.
O2 Met Proactive follow-through conf 94%
Agent provided a clear next step (call back with ticket number) and confirmed support hours (Monday–Friday).
O3 Met Closure confirmation conf 96%
Agent referenced prior case and documented ticket number, ensuring handoff continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted; issue was within L1 scope with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent briefly apologized for the missed ticket at the end, but did not acknowledge frustration earlier or express empathy during the interaction.
X2 Partially Met Tone & rapport conf 83%
Agent maintained a neutral tone and provided clear instructions, but did not adapt to customer’s expressed annoyance about the missing ticket.
X3 Not Met Overall experience conf 94%
Customer was asked to prepare laptop, then told to call back later—adding unnecessary effort instead of guiding through steps immediately.
Call Transcript13 turns · 17 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialist. If your product is found to be defective, [silence] no refund or replacement will be provided. [silence] Please stay on the line to proceed with the paid phone support or get help from our AI powered support. [silence]
00:00
Speaker 1
Well, I had called last week, or maybe it was last, and talked to somebody there who was going to open a ticket number that I could use to get some, some help. So, but I never received any ticket. She never sent it like she promised. So, I guess I'm starting over again. So, let me explain my issue. I have a Linksys v logo. Yes. Yes. Yes.
01:00
Speaker 2
at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com slash r slash linksys. Hi, thank you for calling Linksys technical support. This is Rio. How can assist you for today? Mm-hmm. Uh, sir. Uh, hold on, sir. I was able to pull up a record for you using the number you used to call us here. Am I speaking with Mike Carera? Okay. I have already a ticket I have a case for you here in the system. I can just read this so that you don't need to repeat yourself from the beginning. Is that okay with you? [silence] Sir, let me confirm. [silence] Um are you trying to connect your device to the 2.4? Wi-fi or you're trying to separate the wi-fi bands? [silence]
01:00
Speaker 1
Well, my phone is connected to the 5 gig, uh, channel and I can't change it. So, I had called to see if maybe we could separate the channels in the in the Linksys, in the wireless system, uh, so that one channel is 2.4, which has one SSID. And the other channel is 5 gigahertz only, and uh with its own separate SSID. So that way I could attach my phone with the uh, with the connecting app to by, to my, uh, air conditioner. So that's what I'm trying to do.
04:00
Speaker 2
okay I got a serve you wanted to separate the Wi-Fi vAND let me just go in for the product or the device that you have there is MX4200. Three nodes, correct? Okay. Now, give me just a minute. Let me just double check with the product that you have here. Alright, so, sir, I know that you might be informed already that your device has already been out of warranty. Now, for out of warranty devices, we no longer provide free technical assistance, but we do have one-time phone support lasting for 60 minutes and that would be and that would be a fee for that. That's $15. So if you don't
04:00
Speaker 1
Okay. Okay. Okay. That's fine. Uh, what I need to find out though is with the system that I have is what I need to do possible? Can we set uh two SSIDs, one that runs 5, 5 gigahertz and one that runs 2.4. And that way I can connect my phone to whichever one I want or need to. Okay. Right. Okay. I know it's going to be a mess 'cause I've got to go back in and change everything even though it may use the same SSID since I've named them both. That may be on the other channel. Oh, okay. Good. I just got to do it.
06:00
Speaker 2
Yes, just $15.00
06:00
Speaker 1
[KEEP_UNCERTAIN] so I have to get my computer my laptop out it's right here oh I'm sorry okay it'll just take a second I'm sorry I I I should have had it ready I didn't think we were going to do it right now oh um I don't know I know it's going to be a hassle because I'm going to lose some of them I'm going to have to go back and reprogram a number of them a number of items but um
07:00
Speaker 2
Alright. You can try to get it first or before we proceed. Uh, just tell me if your laptop is ready so that we can uh proceed with the payment and also proceed with the troubleshooting. Okay. But if you don't want to do it right now, you can always call us back. So you can just
07:00
Speaker 1
Oh, all right, let's let me do that that way I can be a little bit more prepared okay, the, the, the ticket. Yes. Okay, so that's Lima, Tango Sierra Zero Zero, One Three Three Six Nine six.
08:00
Speaker 2
Okay. All right. Uh, uh. Uh, you ready? Okay. Ticket number will be L for Lima, T for Tango, S for Sierra, 0, 0, 1, 3, 3, 6, 9, 6. Yes, sir. So sir, when you call us back, just tell the representative that, uh, I have REO documented everything, so you don't need to repeat yourself.
08:00
Speaker 1
Okay. And let me, do I call the same number or, is there another number that I need to call? [silence] Oh, okay, and how much did you say that was going to be? [silence] Wow. That's very cheap. That's very reasonable. Appreciate that. Okay, I will look at this system. I will have, be a little bit more prepared and and that's only, that's Monday through Friday, is that correct? Okay. Alright, I'll probably call back on Monday. Um, thank you very much. I appreciate your help. [silence]
09:00
Speaker 2
all over again. from the start. okay? uh just the same number sir. this is the number that they that we only have. that's $15 for one-hour troubleshooting sir. uh-huh. non on. Yes, sir. Mondays or Fridays. Okay. You're welcome, sir. So again, sir, if This is Rio from [inaudible] technical support. Thank you for your time. I do apologize for, um, you were not able to receive the ticket number before. Okay. Thank you, sir.
09:00