V2 Rubric Detail — e10af90e-7b7a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 09:45
Duration
5m 57s
Contact
Louis Vorstenbosch
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dennis Gamolo
HappyFox Case
#LTS00136497
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Chat conversation by Louis Vorstenbosch (louis@vormit.nl)

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership1.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall10.3% (-11.7)

V2 Grader Summary

The agent failed to resolve the customer's issue, provide accurate technical guidance (incorrect website LynxS.com), or conduct any troubleshooting. They redirected the customer to chat without attempting resolution, resulting in an unresolved case. While some empathy was shown for language needs, the core failures were in technical accuracy, ownership, and resolution progress.

V1 Case Analysis

Customer (Louis) with MBE7000 mesh in Netherlands requested help forcing Siemens appliances to use 2.4 GHz band. Agent provided no technical steps, cited incorrect URL (LynxS.com), and did not guide customer to router settings or band separation. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided a non-Linksys website (LynxS.com) as the official support portal, which is factually incorrect and contradicts KB guidance (universal_support_contacts.md).
  • No technical steps were provided to separate 2.4 GHz and 5 GHz bands, despite clear KB guidance in adjacent_smart_home_iot.md and linksys_now_wifi_settings.md.
  • Agent did not guide customer to access router settings via http://myrouter.local or http://192.168.1.1, which is required to disable band steering or create separate SSIDs.
  • Agent failed to collect serial number or verify warranty status, violating standard protocol for product support calls.
  • Call ended without validating any solution or offering a correct self-help path.
Positive Highlights
  • Agent correctly identified that separating 2.4 GHz and 5 GHz bands is necessary for IoT device compatibility.
Agent Errors / Gaps
  • Provided incorrect support URL: 'LynxS.com' instead of support.linksys.com or linksyssmartwifi.com (universal_support_contacts.md).
  • Failed to provide technical steps to separate 2.4 GHz and 5 GHz bands, despite KB guidance in adjacent_smart_home_iot.md and linksys_now_wifi_settings.md.
  • Did not guide customer to access router settings (http://myrouter.local or http://192.168.1.1) to disable band steering or create separate SSIDs.
  • Did not collect serial number or verify warranty status, violating standard protocol for product support calls.
  • Did not confirm whether customer could access the web interface or knew admin credentials, creating a critical access assumption.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never provided a solution; only suggested using live chat on a wrong website (LynxS.com) without resolving the 2.4 GHz separation issue.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic questions or steps were taken; agent jumped to 'separate the 2.4 and 5 GHz bands' without verifying current router settings or symptoms.
R3 Not Met Correct resolution path conf 96%
Agent redirected to chat instead of guiding the customer through router configuration for MBE7000, which is the correct path for band separation.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to ask diagnostic questions about SSID setup, device connection status, or symptoms — jumped straight to a partial solution without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (KB, remote session, correct URL) were used; agent provided an incorrect website (LynxS.com) instead of http://myrouter.local or http://myrouter.info for MBE7000 access.
T3 Not Met No misinformation conf 98%
Agent provided an incorrect website (LynxS.com) and failed to give the correct local access URLs (http://myrouter.local or http://myrouter.info) for MBE7000 band configuration, contradicting KB guidelines.
Communication
C1 Not Met Clear & professional language conf 96%
Interaction lacked clear framing, expectations, or structured flow; agent used phrases like 'hold on' and gave vague directions without maintaining control.
C2 Partially Met Confirmed understanding conf 90%
Agent acknowledged the language barrier and offered chat translation as accommodation, but used unadapted technical phrasing without comprehension checks or adjusted terminology.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent immediately redirected the customer to chat instead of attempting resolution or taking ownership of the issue, despite having the technical context to guide them.
O2 Partially Met Proactive follow-through conf 89%
Agent provided a next step (use live chat) but did not set a realistic timeline, confirm feasibility, or establish follow-up; customer left without a guaranteed resolution path.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Issue was within L1 scope (band separation guidance for MBE7000), but agent avoided responsibility by pushing to chat rather than resolving or escalating appropriately.
E2 Not Applicable Escalation prep & handoff conf 100%
No formal escalation was executed; customer was directed to self-service chat, not an internal team.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent apologized for lack of Dutch speaker and remained polite, but the interaction was largely transactional with no deeper acknowledgment of customer frustration or repeated effort.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a polite tone and attempted accommodation via chat suggestion, but did not adjust pacing, simplify language, or check comprehension during the call.
X3 Not Met Overall experience conf 96%
Customer was forced to leave the call, visit an incorrect website (LynxS.com), and re-explain the issue in chat — unnecessary effort that could have been avoided with proper KB-guided support.
Call Transcript10 turns · 11 lines
Speaker 1
Hello, my name is Louis. I'm calling from the Netherlands. Do you have a Dutch speaker? Okay. I've got, how do you call that? Siemens appliances in a mesh. Siemens dishwasher, oven, washing machine, dryer. And when I turn on the washing machine, the network, the connections,
00:00
Speaker 2
[rubbing sounds]Welcome to Linksys support. To assure quality service, your call may be monitored. [silence] Please remain on the line for assistance. [music] Thank you for calling Linksys. This is Robbie. How can I assist you? [silence] Sorry. [music] Ah, sorry sir, we don't have a Dutch speaker. Our what app alliances? Ah, okay, I'm sorry, stay on the line. [silence]
00:00
Speaker 1
uh, lost. So I called Siemens called Siemens why that is and they say uh, the machines uh, are best connected through 2.4 gigahertz systems. So they advised me to uh, disconnect them from other gigahertz uh, only connect them 2.4 gigahertz. Um, it's brand new and it's working with uh, links as uh, 7000 Veil mesh system. I've got three uh, links routers, one parent and two child.
01:00
Speaker 2
So, it's not... Mm-hmm. Exactly, sir. For smart device, it will work on 2.4. So, your device, sir, this brand device, is it a brand new device or is it working fine before?
01:00
Speaker 1
and it worked for a year uh perfectly but now when we um use the the the software of Siemens to all uh connect. They uh they block they block the network. So my question is how can I uh Siemens said I have to ask Linux is how to uh uh force the machine to use the 2.4 gigahertz network
02:00
Speaker 2
Mhm. Mhm. Mhm. Mhm. For that sir, we need to separate the 2.4 and the 5 gigahertz on the linksys router for your smart device to connect. Regarding with a dutch speakers, though we don't have phone support for a dutch speaker, but we have a live chat support that can translate it into dutch sir. [silence] Uh, it's much easier for you. You can go, for example, go to our website, okay, and then there's like, uh, you can choose the, uh, live support right there. When you'll search for our website, LynxS.com, uh, you can choose to, like, engage to our chat support because they can translate it into your, uh, language. Yes, yes. Hello, sir. Hello, sir. Uh, hello, sir. Yes, so when you access our website, LynxS.com, so there's, okay, hold on, let me just double-check.
02:00
Speaker 1
Yeah. I've got a fixed system iMac. Is that all right? Yeah. Yeah. Yeah, I've got that. Yeah. Yeah. Yeah.
04:00
Speaker 2
[silence] Mhm. Uh, hold on. [silence] Okay, so
04:00
Speaker 1
OK. Yeah, yeah. I got it. OK. [silence] OK. Thank you very much. I'll do that. You too. [silence] the model number. [silence] I'm looking at the bottom. MBD 7000. Yeah, I'll do that. Thank you very much. Nice day. Bye bye. Bye. [silence]
05:00
Speaker 2
you could click it multilingual chat that's a live chat support okay yes sir so engage in that so they can assist you much like better okay in your uh language sir okay you're welcome yes you're welcome sir you have a nice day uh by the way sir what's the model oh by the way may I ask what's the model number of the links Router perfect yes sir so just put your name right there your email and then there you can click start live chat okay you're welcome have a nice day bye bye bye sir [silence]
05:00