V2 Rubric Detail — ebfbf0b2-6f5d-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-23 23:47
Duration
28m 49s
Contact
Daniel
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#GI00121953
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
Sentiment Trajectory
Ticket subject: General Inquiry
Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution2.50/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall45.6% (+5.6)

V2 Grader Summary

The agent successfully configured and tested all three Wi-Fi bands on the MBE70 with verified internet connectivity, representing meaningful progress. However, reliance on customer-driven testing, lack of tool verification, technical inaccuracies about 5G/Wi-Fi 7, and failure to minimize customer effort prevented a full resolution. The call achieved partial success but fell short of best-practice standards.

V1 Case Analysis

Customer requested SSID/password configuration for MBE70 and resolution of overlapping signal with LN1600. Agent changed settings for all three bands but did not verify connectivity or resolve overlap. Provided incorrect Wi-Fi 7 explanation.

Troubleshooting Steps
  • Changed SSID and security key for 2.4 GHz radio and saved settings.
  • Repeated SSID/password configuration for 5 GHz and 6 GHz radios.
  • Attempted informal connectivity check (no verification of success).
Key Observations
  • Agent did not collect serial number or verify WAN/internet connectivity status.
  • No verification of successful connection to newly configured SSIDs across all bands.
  • Materially incorrect technical information provided about Wi-Fi 7 (timestamp 24:00), misrepresenting it as merely an enhancement of Wi-Fi 6 without correctly identifying 802.11be or MLO capabilities.
  • Overlapping signal issue between MBE70 and LN1600 was not addressed.
  • Call lacked structure, with repeated interruptions and unclear next steps.
Positive Highlights
  • Attempted to configure all three radios (2.4 GHz, 5 GHz, 6 GHz) as requested by the customer.
  • Recognized that not all devices support 6 GHz and advised accordingly (timestamp 11:00).
Agent Errors / Gaps
  • Failed to gather product serial number and verify WAN/internet connectivity status.
  • Did not confirm that client devices could see or connect to the newly configured SSIDs across all bands.
  • Provided materially incorrect technical information: stated 'Wi-Fi 7 is an enhancement of Wi-Fi 6' (timestamp 24:00), failing to accurately represent Wi-Fi 7 as 802.11be with MLO support per the KB (mbe70_openwrt_router.md).
  • Did not troubleshoot or offer solutions for the overlapping signal issue between MBE70 and LN1600 (e.g., channel changes, node placement).
  • Did not set a clear next-step or follow-up plan before ending the call.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Agent configured all three Wi-Fi bands (2.4, 5, and 6 GHz) on the MBE70 and confirmed internet connectivity on each via test connection; however, final customer confirmation was ambiguous and call ended without explicit validation across all devices.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent proceeded to configure Wi-Fi settings without initial diagnostic questions, but did perform sequential band-by-band verification and adjusted expectations about 6 GHz device compatibility, showing some progression toward resolution.
R3 Partially Met Correct resolution path conf 89%
Agent correctly accessed MBE70-specific configuration (tri-band setup, 6 GHz), but introduced confusion by discussing unrelated LN1600 and future product roadmaps, diluting focus on current device capabilities.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
No explicit symptom identification at start, but agent logically progressed through band configuration and tested connectivity per band, demonstrating a partial diagnostic sequence despite lack of initial root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use router UI, remote access, or logs to verify settings — relied solely on verbal instructions and assumed changes were applied without direct confirmation from the device interface.
T3 Partially Met No misinformation conf 92%
Agent correctly explained Wi-Fi 6E and 6 GHz support on MBE70 and confirmed AXE adapter compatibility, but inaccurately conflated 5G cellular with 5 GHz Wi-Fi and provided speculative, unsupported timelines for Wi-Fi 7 product releases.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic call flow through configuration steps but used excessive filler ('uh', 'okay'), lacked clear framing, and failed to manage overlapping voices or transitions effectively.
C2 Partially Met Confirmed understanding conf 86%
Agent attempted to simplify concepts (e.g., explaining frequency vs. range), but used repetitive phrasing and technical terms without consistent comprehension checks, leading to customer confusion about 6 GHz availability.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent led the configuration process and stayed on the line throughout, but delegated password entry and connection testing to the customer without taking full control or offering follow-up commitment.
O2 Partially Met Proactive follow-through conf 85%
Agent outlined next steps implicitly by proceeding through each band setup, but did not summarize final actions, provide post-call instructions, or set expectations for ongoing performance or troubleshooting.
O3 Not Applicable Closure confirmation conf 99%
No indication this was a repeat contact or that prior case history existed; agent did not reference previous interactions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — issue was within standard support scope (Wi-Fi configuration on supported device).
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent offered repeated apologies for disconnection and inconvenience, showing awareness of experience, but responses remained scripted rather than empathetic to customer’s optimization goals.
X2 Partially Met Tone & rapport conf 84%
Agent adjusted pacing slightly during technical explanations and allowed customer to test devices, but continued talking over customer and failed to fully adapt to confusion about 6 GHz device support.
X3 Not Met Overall experience conf 93%
Customer was required to manually enter the same password three separate times for each band; agent could have streamlined by pre-defining the shared password or using a single SSID strategy.
Call Transcript44 turns · 50 lines
Speaker 1
this is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, this is Eric from Linksys customer assurance team. Um may I speak with Dan? Um I really apologize for the inconvenience, uh I really don't know what happened. Okay, it might be on my phone. I apologize for that, okay? Okay, thank you. Uh by the way, Okay, thank you for answering me back and this call again is recorded for quality assurance purposes. Okay? So, Um, I believe I was, uh, mentioning something and we got disconnected. So, uh, we can move forward in, uh, customizing or optimizing your MV70's Wi-Fi signal. But, uh, at least we already discussed about the possibility of a overlapping signal with between the L and 1600.
00:00
Speaker 2
we got cut yeah we got cut yeah he's right here we're all here yeah not not a problem not a problem okay
00:00
Speaker 1
and your MB-70, since they are very close proximity, unless you can relocate them in uh like a longer cable as well, okay? So, let's proceed. Okay, no worries. Okay, so we agreed with this SSID now for the MBE70. This is the link Ramona underscore 2.4 gigahertz. Okay, I'll be saving this. Uh, I apologize. Uh we're talking to me ma'am okay, I apologize for the inconvenience, okay.
01:00
Speaker 2
[DOWNWEIGHT] They they they work fine there. We just want to make sure that everything's optimized property. Yes, for a 2.4. Will E to wait. If you talk over him, you won't he won't hear you and you won't hear him. and you wait. Let him finish. I'm sorry. Yes, no, I was telling my son that do not talk when you're talking, because then you won't hear what he's asking. [silence]
01:00
Speaker 1
so that uh okay thank you so I'll now change this mm mhm yes we can mm mhm yep but uh I'll first need to set up the security okay wait for a few seconds so you have your own security key it will be great if you can put the same security key for convenience like even if you have your other devices that you connect to and you can put the same security key you can type it here now Yes uh the for you to have like convenience okay uh whatever wireless settings you've already set up before like you already have like diesel link Ramona. Okay whatever your wireless password there you can even type it here. So that it will only be one wireless password that you need to think of. [silence] So yes the [silence] yes the wireless wireless password for you to connect to diesel link Ramona. [silence] Okay. So let us double check before I save. Okay. Is is that your password for Wi-Fi? Okay. So I'll now
02:00
Speaker 2
I don't believe we have one. You can we establish one right now? Oh, so this is the password. This key is a password. Yeah, put it in there. Yes. You put that? Yes. Oh, yeah. Yeah. Yeah.
03:00
Speaker 1
now save this, OK? so I'll now finalized this 2.4 first, then we'll check, OK? yes, uh, we we'll we'll test first, OK, if this one is showing up and you can connect. [silence] We already saved this, uh DC Ramona. uh, we'll now try if we can connect. [silence] OK. [silence] OK, so let me just double check here, OK? wait for a few seconds. [silence] so you're connected to DC Ramona. I'll look for DC Ramona underscore.
04:00
Speaker 2
[silence] Great. I about for security purposes it was a different. Yeah, me too. as to the two-step two-step. Yeah. And then you do the 5G and the two and the six G2 that's what I did. Yeah.
04:00
Speaker 1
two point four. I believe this is the one that we configured, okay? Let me just test if we can connect. I just don't need to connect automatically first, since this is just a test. And please type in the same password that you created earlier. Okay. Thank you. I'll click next now. Okay. Let me just double check if we have proper connectivity. So, we're now connected to Zellink Ramona 2.4. And we have internet. Okay. So, this is Okay. So, the next part here is I'll now.
05:00
Speaker 2
And if you want, it's, uh, yeah, well, you tried to do it. Okay. Okay. What's next now? So she is, she's got the control. Let me, let me guess. 5g right there. While it's gone today, the best thing you links 5g the unthing yep with at 5g. The comona yeah. Excellent perfect. Yeah.
05:00
Speaker 1
Let me just check. Is that correct? Ok. Saving now. everything is okay here not here did you see it there okay yeah thank you for checking it i was not able to see it earlier okay thank you let me connect to it now so since this is a 5 gigahertz it's much higher bandwidth than we'll we'll let it connect automatically okay so let's connect now please type in the same password please [silence]
07:00
Speaker 2
So let's put up above let him up above. Yeah, right there. Yeah, there he Yeah, there Yeah. this is a lot.
09:00
Speaker 1
Done done. typing, I'll click next. thank you. so we we have internet as well. so, we're, we're good with this one. Okay. so, so we'll now configure the 6 gigahertz speed. so this is
10:00
Speaker 2
Jesus. Okay.
10:00
Speaker 1
it's now for the 6 gigahertz and then as what we discussed earlier uh not all devices can detect the 6 gigahertz but uh we can test if you have devices that can see and connect to this okay so let us now save this uh And may ask for your help again, please type in the same security key. Please double check if it's the same. Thank you. Now.
11:00
Speaker 2
[silence] 6G is a new that that will allow us to do it. 6G and then. So we're looking 6G is a fairly new. Okay. Network, correct? Yes. just . Yes. No. Question mark. New network, right? [silence] Thank you.
11:00
Speaker 1
After saving this settings and if you cannot see the 6 histories it's OK at least you can see the 1 4 GHz, because that most devices are capable of but if this computer and detect the 6 GHz much better okay? we can then test Hmm it uh it depends there there other Wi-Fi 7 that are just you will band not tri-banners okay okay so let us double check if we can detect the
12:00
Speaker 2
six G is new it really is so now you're going to do the same setup for the uh the L and 1600 micro 7 network correct the length at 7 oh yeah okay
12:00
Speaker 1
the 6 gigahertz, okay? I'll just double check, okay? network name, six gigahertz, okay. bar security, we're done.
13:00
Speaker 2
Oh, yes. Please. [silence] [noise] Please. [silence]
13:00
Speaker 1
OK, so this computer and 6 gigahertz. Okay, because I've checked your wireless adapter. It can detect because it's AXE. Okay, Wi-Fi 6G. So let me connect. Please type in the same password, please. Okay, done typing. Okay. Okay, so I'm now connected to the 6 gigahertz. Let me just check the connectivity. You're connected to the
14:00
Speaker 2
so I think a noise six... perfect... okay, go ahead. [silence] Yeah.
14:00
Speaker 1
6 gigahertz. Let me now check. So we have internet here. So a yes for course. Okay. I'll set your expectations. Okay. So as what I mentioned to you earlier, so you have your mbe 70 and there's the LN1600 that's also broadcasting signal. So it's like they're causing like overlapping. Okay. So and 6 gigahertz is much higher frequency and I'll set your expectations. 2.4 gigahertz though it's lower frequency but it's having the much.
15:00
Speaker 2
Why is the single call, the only three bars there, then the single calls from within four bars? Yes.
15:00
Speaker 1
much longer range. OK, then 5 gigahertz has a lesser penetration much more than 6 gigahertz. OK, but if you're close, you're going to take advantage of a much higher bandwidth. OK, so Yes, actually, Wi-Fi 6 is but there's Wi-Fi 6E. Wi-Fi 6E is the one that has the 6 gigahertz capability. OK, so Yep. Yes, and we can check the difference, okay, like in the range. So, I'll set your expectations that if you're connecting to the MB70 and if you're far from the node, the 6 gigahertz will be the one that will be affected at first because that's the highest frequency.
16:00
Speaker 2
Yes. and the 6G is pretty very new Wi-Fi signal. Yeah the 6E is what he's saying is new right? totally new [silence] Yeah. Yeah. Yeah. Okay.
16:00
Speaker 1
Yes. We're able to connect. Okay. Okay. How about the sex? Can your client device detect the sex?
18:00
Speaker 2
I can't. Hello? Hello? Hello? Hello? He? Hell? who what about I can use you another because yeah okay I use my my watch to see your turn away right the water ops gonna mind my hands I've okay so there's the network still scanning okay to five-year shoulder Oh the client device I'm looking at my and my I want different device on you
18:00
Speaker 1
Yes, uh, what's this device that you're trying to connect. Is it a mobile phone? Ah, smartwatch. Okay. Um, it depends. Uh other smartwatch. Okay. It's okay. If you can not see the 60 Hz, I believe smartwatches. Uh, I, I'm not sure if they have 60 Hz yet, but it's okay. You can do that. Okay. But what's important is, uh, the purpose why I'm letting you test other devices, for me to have a proof that what we saved on your, uh, router is, uh, applied and working. Okay. So, then, uh, since you're able to connect your mobile phone, how about the the others? Were you able Ub
19:00
Speaker 2
No, I think the new one is coming next year, but not this one. Yeah, I'll go check them right now. [silence] It works in a little bit. [silence] Hello? [silence] It's recording.
19:00
Speaker 1
yes actually it's pretty new because uh not really sure when but it's let me double check on that for you okay? wait for a few secs
21:00
Speaker 2
5G. Yeah okay I'm going to check on another device then I'm going to see so how new is that a 6 gigahertz Wi-Fi the new one? Okay 5G and the 6 thick. Hello sir? It's that how um how new it is the new 6G Wi-Fi system? [silence] Yeah and also double check to see when the [silence]
21:00
Speaker 1
Mhm.
22:00
Speaker 2
The 7 G's coming out. You think it could Oh wow. When does the five to seven G come off
22:00
Speaker 1
The, actually, there's, what, we, call, Wi-Fi, six, is, Wi-Fi, A, X. It's a 802.11 AX. OK? Because if we start with wireless N, wireless N was old before but really, even still, being, used right now. OK? We're not talking about the oldest one, the G and the B. For the wireless N, it's Wi-Fi four. OK? Then, the next generation for that one is Wi-Fi 5, which is AC. Then we have then the Wi-Fi 6, which is the Wi-Fi AX. And there's also Wi-Fi AXE, which is at 6 gigahertz. Then the
23:00
Speaker 2
no, no, not the not the the Wi-Fi 7, the uh the 7 gigahertz signal yeah yeah yeah yeah, and, uh, there's there, there's there, no,
23:00
Speaker 1
The Wi-Fi 7 is actually the enhancement of the Wi-Fi 6. The Wi-Fi 7, yeah, it's it's it's an enhancement. Yeah. The Wi-Fi 7 is an enhancement of the Wi-Fi 6. Meaning, with the Wi-Fi 7, uh, its wireless standard is 802.11 BE. So, if you have a Wi-Fi 7, then that's the time that you can take advantage of the Wi-Fi 7 with their MLO technology, okay, like multi-link. So, it doesn't mean that if you have Wi-Fi 6E. Mhm. Uh, come again, Dan.
24:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Yes. And the Wi-Fi 7 is a 2.0. It's like the next generation version of the Wi-Fi 6, correct? The the next Wi-Fi 7 is the
24:00
Speaker 1
Yes, you're correct. Oh, I believe there was no information yet because the Wi-Fi 7, not all devices have that feature yet. So it's not yet like fully being applied. Because let us say you have a Wi-Fi 7 router that's broadcast the signal, but not all devices are Wi-Fi 7 capable yet. So it will not be like like reasonable applicable yet that we'll that Wi-Fi 8 will be applied if the Wi-Fi 7 has not yet been totally being benefited yet.
25:00
Speaker 2
The next generation of Wi-Fi, yes, Wi-Fi 8, coming up. So how many, so when do you think that,
25:00
Speaker 1
You mean to say like for your actual device right now? When will be the Wi-Fi 7 version? Or that LN? Is that 11? Ah. So, I believe you are uh because we have the LN1100 uh it's the router and then LN1200 that's
26:00
Speaker 2
LN, 1600, maco, uh 7. Uh, 6, the, mic, uh, devob. Oh, no, no, sorry. This is a 200 microscopic. When is that? When is that coming out with the, with the seven, the wifi7 version. For my nature. Yeah, I, like, when are they coming out? They're able to get the round of model L and no, the model L and 1200. When can you get it as a Wi-Fi 7? And then we'll do that coming soon. Uh yeah.
26:00
Speaker 1
actually the child node, okay?
27:00
Speaker 2
Yes. Yes. And when, and when are they going to release that as a 7 capable? Where are you going with this? No, I, I get that. I get that. And I'm saying, when are they going to make a new model that you can buy that comes with the built in, that's built in with the five, with the five Wi-Fi. With the Wi-Fi 7 for the LN 200 LN 1200. When are they going to come out with that service? A new, a new model. it's not connecting to it too it's not connecting to it that's 5G that's correct yeah well great password it is
27:00