V2 Rubric Detail — e7035d50-6389-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 22:32
Duration
22m 14s
Contact
Kim Baldwin
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132697
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9610 v2_Single device can't connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall11.7% (-14.3)

V2 Grader Summary

The agent failed to provide any meaningful troubleshooting for a basic Wi-Fi connectivity issue, instead deferring to AI and paid support after citing warranty status. Despite identifying the symptom, no diagnostic steps were executed, ownership was abandoned, and communication was poorly adapted to the customer’s level. The interaction resulted in no resolution and significant customer effort with no path forward.

V1 Case Analysis

Customer unable to connect 2.4 GHz-only smart garage door opener to MR9610. Agent incorrectly claimed out-of-warranty devices lose complimentary support, did not provide admin access URL, and gave no actionable steps for SSID separation. Call closed with AI tool referral.

Troubleshooting Steps
  • Collected router model (MR9610) and serial number (32L20M12B000065).
  • Identified that the router broadcasts a single SSID for both 2.4 GHz and 5 GHz bands.
  • Suggested separating the 2.4 GHz and 5 GHz SSIDs to help the 2.4 GHz-only device detect the network.
Key Observations
  • Agent incorrectly stated that out-of-warranty devices are not eligible for complimentary phone support — this is a serious protocol and accuracy violation per Linksys policy.
  • No router admin access URL (e.g., http://192.168.1.1 or http://myrouter.local) was provided, despite it being standard guidance for MR9610 [KB: velop_router_setup.md, ea_series_router_setup.md].
  • No step-by-step instructions were given for separating 2.4 GHz/5 GHz SSIDs, leaving the customer with no actionable path forward.
  • Agent collected customer contact details (phone, email) without linking to case management or explaining relevance to troubleshooting.
  • Call ended without verifying whether the garage door opener could connect after the suggested change.
  • Reliance on AI tool as the sole resolution path without summarizing next steps or confirming customer understanding.
Positive Highlights
  • Correctly identified that the smart garage door opener likely requires a 2.4 GHz network and that a unified SSID may be causing discovery issues [KB: universal_legacy_device_wifi.md].
  • Collected the correct product model (MR9610) and serial number (32L20M12B000065).
  • Confirmed that other devices are connecting successfully, helping isolate the issue to the garage door opener’s compatibility.
Agent Errors / Gaps
  • Incorrect warranty claim: Stated that out-of-warranty devices lose complimentary phone support, which is false per Linksys policy and KB guidance. This misleads the customer and violates protocol [KB: universal_mesh_full_rebuild.md, ea_series_router_setup.md].
  • Failed to provide the router admin access URL (http://192.168.1.1 or http://myrouter.local), which is required for SSID separation on MR9610 [KB: velop_router_setup.md, ea_series_router_setup.md].
  • Did not guide the customer through SSID separation steps, leaving them with only a vague suggestion and no actionable path.
  • Did not verify whether the garage door opener supports only 2.4 GHz or test connectivity after the proposed change.
  • Prematurely closed the call by directing the customer to an AI tool without confirming understanding, offering follow-up, or verifying resolution.
  • Collected personal information (email, phone) without clear justification or case linkage.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent suggested AI tool and paid support but did not resolve the issue or perform any actual troubleshooting steps to connect the garage door opener.
R2 Not Met Diagnostic thoroughness conf 90%
Only asked for serial number, ISP, and mentioned separating bands; no actual diagnostic steps like checking current SSID settings or confirming 2.4 GHz support were performed.
R3 Not Met Correct resolution path conf 95%
Declared device out of warranty and immediately offered AI/paid options instead of providing best-effort troubleshooting (e.g., guiding to web interface), violating OOW support expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (device won’t connect) and asked about ISP and device detection, but failed to follow a logical sequence to isolate root cause (e.g., band settings, security mode).
T2 Not Met Appropriate tools / resources used conf 95%
Did not use any tools (e.g., guide to http://192.168.1.1, check firmware, verify SSID settings) despite their necessity for diagnosing Wi-Fi band configuration.
T3 Partially Met No misinformation conf 85%
Correctly noted that separating 2.4 GHz and 5 GHz SSIDs could help, but inaccurately stated complimentary support is entirely unavailable for OOW devices without clarifying best-effort troubleshooting is still provided.
Communication
C1 Not Met Clear & professional language conf 90%
No clear framing of the process, long silences, abrupt shift to warranty status, and no structured flow — lost control of the interaction early.
C2 Not Met Confirmed understanding conf 90%
Used terms like 'dual band device' and 'isolate the problem' without checking understanding; did not adapt to customer’s confusion about channels and encryption.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Abdicated ownership by directing customer to AI tool and paid service instead of attempting resolution, even basic guidance to router settings.
O2 Partially Met Proactive follow-through conf 85%
Provided next steps (AI tool, paid support), but no timeline, no confirmation of follow-up, and no commitment to assist further.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — this was a basic setup issue resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; did not acknowledge customer’s effort or frustration, remained transactional throughout.
X2 Not Met Tone & rapport conf 90%
Customer showed confusion (e.g., 'I got no idea what that means') but agent did not adjust tone, simplify language, or re-engage.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number, name, email; agent failed to use information efficiently or reduce redundant steps.
Call Transcript27 turns · 30 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 option, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue.
00:00
Speaker 1
[KEEP_UNCERTAIN] This message has been transcribed. One moment while I notify the caller. Hello. Hey, uh, uh, yeah, I hope this is a simple question.
07:00
Speaker 2
[KEEP_UNCERTAIN] Thank you for calling Linksys. This is Carla. How may I help you? Thank you for calling Linksys. This is Carla. How may I help you? Hi, sir. How may I help you today? Okay
07:00
Speaker 1
garage door opener. A smart garage door opener. You know, the brand I trust. so when like when I go on my
08:00
Speaker 2
Okay, so again, you were trying to connect a what device? Okay, have you tried setting it up, sir? on your, on that smart door opener because, um, though the router has a, like, it gives you a, like, dual band device. If the, the router has the same name for the five and the 2.4, um, once you will connect a 2.4 device, it will detect as well, just the 2.4.
08:00
Speaker 1
Computer.
09:00
Speaker 2
Mm-hmm. mm-hmm. Yeah because probably um the network right now the the 2.4 and 5 is um just it has the same name and then your computer is connected to the 5 GHz. Okay? It um detect that it's connected to the 5 GHz. But again sir, have you tried already setting up the door opener the smart door?
09:00
Speaker 1
I did, yes. Yes. And it, there's, the name on the router is Baldwin One, and it's 5 GHz. Yes. Uh-huh.
10:00
Speaker 2
opener that is as for did it detect the Wi-Fi from the router that's on your laptop right or on your computer? okay if your device only supports um uh 2.4 it will still detect certain name um I think it will be the same as uh the 5 gigahertz but it will connect to the 2.4 right now may be your laptop it connected to the same name but it prefer to connect to the five okay so may I ask also what's the serial number of the this router the MR 96333 3 046 8 Is that this serial number, sir? Did you check? Mm, my name is serial number. [silence]
10:00
Speaker 1
is three two L two zero M one two B zero zero zero six five. Yep. 208, six, two eight nine. Kim K. I. M. Baldwin B. A. L. D. W. I. R. N.
12:00
Speaker 2
Okay, let me check if I got it correctly 3, 2 L for Larry, 20.76M for Mary, and then 1, 2, B for Brian 00065, correct? Okay. Can I have also your phone number? How about your first name and last name? Mhm. All right. How about your email?
12:00
Speaker 1
Baldwin B-A-L-D-W-I-N K-W@aol.com. That's correct. That's right. That's right.Mhm. Yes, it does. I did. No, it did not connect. I did.
13:00
Speaker 2
Okay, again, that's your last name, Baldwin, and then KW, at aol.com, right? Okay, there again, when you tried to connect your smart door opener, okay, um, does it detect the wifi name? Okay, did you try to connect to that wifi name? And then it shows connected. Did you provide the correct password? Was there any error message when you tried to connect? [silence]
13:00
Speaker 1
uh, no, it just did not connect. Rise broadband. pardon me? R-I-S-E rise broadband. Yes, yes. Correct.
14:00
Speaker 2
Okay, by the way, sir, who's your Internet service provider? it's bright, correct? It's bright, B-R-I-G-H-T dot-c-a again. R-I-S-E, correct? It, again, it didn't connect, but there's no error message as well, correct? Do you have other device that is already connected to the network aside from your password, uh, aside from your, uh, uh, laptop and as well as [KEEP_UNCERTAIN] with your um smart door opener um? Okay. So only the um the um smart door opener cannot connect, right? But this device sir, the the smart door opener, it detects the network again, right? But uh Your computer, is it a desktop sir or is it a laptop?
14:00
Speaker 1
How does confirm the following list with your ISP to ensure your Wi-Fi router settings are set to the recommended settings for the MyQ Wi-Fi products? Your current router has both 2.4 gigahertz and 5. Your router's Wi-Fi security is not in mixed mode. Your Wi-Fi channel is not set to Auto.
16:00
Speaker 2
And you have also a neighbor that has a um iPad no problem connecting wirelessly. Right?
16:00
Speaker 1
And to set it on channels one six or 11. I got no idea what that means. And TCP port 8883 is open. DHECP is enabled. And AES encryption instead of TKIP encryption. If you focus on this. That is correct, yes. That's correct. Right. [silence]
17:00
Speaker 2
This is the first time that you're going to connect this device to your network, right? Okay. And again, other wireless devices no problem connecting to the internet, like using the wi-fi. Okay. Probably when you set up this router, sir, you did not separate the name. We can actually isolate the problem here by separating the name of the 2.4 and the 5 gigahertz because [ silence ] just, you're already trying to connect, but it won't allow you to connect, right? Even providing the correct password, right? [silence] Okay, so again, we can try to separate the band name, to more like personalized, okay? So that the door opener can really detect that network from the 2.4, okay? Okay. Right now, sure, what is the um color of the light on the router? Is it blue, red?
17:00
Speaker 1
The router, it's, uh, there's kind of a yellow and green light in, the front, hang on. Uh, blue.License eYAMLcGQ2AJmzPaSnkTtA
19:00
Speaker 2
How about in the front sir? Okay. That means the internet is working. Okay. So sir, to proceed with the troubleshooting by separating the band. Okay. Before we start any troubleshooting, let me just inform you about the status of your runners. It shows it here in our record on our system that the router that you have which is the MR9610. It shows their record that this device is already out of warranty.
19:00
Speaker 1
but say that again please. Okay.
20:00
Speaker 2
And if the devices are already out of warranty, um, complimentary phone support is no longer available. Okay? But you don't need to, um, the router is already out of warranty and the complimentary phone support or the free technical support is no longer available. Okay? But you don't need to worry about it, sir. We do have options for out of warranty Lynx don't use device. Okay? The first option is you can take full advantage of our AI tool that can be found on our website and that is support.linksys.com. Okay? Well, the second option is, um, you can, um, also avail of our paid connect service. Our paid connect service is a one-time non-refundable technical support. That will [silence].
20:00
Speaker 1
And how do I do the AI? Okay. Okay. [silence] Okay. Okay. I'll try that. [silence]
21:00
Speaker 2
rights. Okay. You can use that you can like tap your question on how to access the user interface to change or to separate the band. To separate the 2.4 and the 5 gigahertz. Okay? Okay? Uh-huh. So again, then less.
21:00
Speaker 1
All right. Thank you.
22:00
Speaker 2
Linksys Support, Calla. This is IT for now.
22:00