V2 Rubric Detail — ec0add78-8026-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 08:26
Duration
10m 38s
Contact
Robbie Cargill
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00137221
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separate network Bandwith
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided troubleshooting by redirecting customer to call back; Discourtesy – lack of empathy, confusing communication, and failure to provide accurate information.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, provided materially incorrect information about Linksys cloud access being discontinued, and avoided resolution by instructing the customer to call back later. The interaction lacked empathy, clear guidance, and ownership, resulting in an unresolved issue with no meaningful progress toward separating Wi-Fi bands for the baby monitor.

V1 Case Analysis

Customer unable to separate 2.4 GHz/5 GHz bands for baby monitor; agent incorrectly stated Linksys Smart Wi-Fi access is discontinued and failed to provide correct steps. Ticket LTS 00137221 opened for callback.

Troubleshooting Steps
  • Collected serial number, name, email, and phone number.
  • Attempted to guide the customer to access the router’s local web UI (myrouter.local) using a phone browser.
  • Incorrectly informed the customer that Linksys Smart Wi-Fi cloud access is discontinued.
Key Observations
  • Agent did not provide the correct procedure to separate 2.4 GHz and 5 GHz bands (Advanced Settings → Wi-Fi Settings → Split Bands).
  • Agent incorrectly stated that Linksys Smart Wi-Fi cloud access is discontinued, which is factually incorrect per KB for MX5500.
  • Call lacked a clear resolution; the agent asked the customer to call back without resolving the issue or providing self-help steps.
  • Agent relied on a phone browser despite acknowledging its limitations, contributing to confusion and incomplete guidance.
Positive Highlights
  • Collected serial number, name, email, and phone number for the ticket.
  • Created a ticket number (LTS 00137221) and provided support hours to the customer.
  • Correctly identified the need to access the router’s web interface for band separation.
Agent Errors / Gaps
  • Failed to provide the correct steps for separating Wi-Fi bands (Advanced Settings → Wi-Fi Settings → Split Bands).
  • Incorrectly stated that Linksys Smart Wi-Fi cloud access is discontinued for the customer's MX5500 device — cloud access remains supported per KB.
  • Did not verify the router model before providing guidance, leading to incorrect assumptions about cloud access.
  • Relied on a phone browser despite acknowledging its limitations, which prevented access to necessary settings and caused confusion.
  • Ended the call with a callback request instead of providing actionable self-help steps or correct guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told customer to call back without resolving the bandwidth separation issue or providing a solution.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting performed; agent only requested a computer, dismissed phone-browser access, and redirected customer to call back.
R3 Not Met Correct resolution path conf 96%
Agent failed to pursue any resolution path appropriate to the issue (band separation) and used the lack of a computer as a reason to defer without justification.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions about the baby monitor, Wi-Fi bands, or router configuration; skipped root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use tools (e.g., remote session, router UI navigation) and dismissed phone-browser access without attempting it, relying on customer verification instead.
T3 Not Met No misinformation conf 100%
Agent incorrectly stated 'Linksys cloud access has been discontinued', which contradicts KB documentation confirming https://linksyssmartwifi.com remains valid.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost control of the interaction, gave vague/unclear instructions ('request a top website'), and failed to guide the customer toward resolution.
C2 Not Met Confirmed understanding conf 94%
Agent used confusing terminology ('request a top website') without confirming understanding and failed to adapt communication to the customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abdicated ownership by creating a ticket and instructing the customer to call back instead of resolving the issue in real time.
O2 Not Met Proactive follow-through conf 95%
Agent provided a ticket number but no timeline, next steps, or clear expectations for follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or maintain continuity from.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent created a ticket but did not make a justified escalation decision — no complexity, hardware fault, or customer complaint warranted escalation, yet no resolution was pursued.
E2 Not Met Escalation prep & handoff conf 94%
No actual escalation was executed; customer was not informed of a team, reason, or timeline — only told to call back with a ticket number.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of the customer's frustration; tone remained procedural and detached throughout the interaction.
X2 Not Met Tone & rapport conf 95%
Agent repeated unclear instructions without adapting to customer confusion, failed to check comprehension, and used one-size-fits-all technical language.
X3 Not Met Overall experience conf 96%
Customer was forced to call back, repeat information, and experience unnecessary effort due to agent's failure to reduce friction or handle actions agent-side.
Call Transcript20 turns · 21 lines
Speaker 1
Dude, come on. Oh, hello. Good morning. I'm trying to connect a baby monitor to our Linksys via one Wi-Fi. I think the problem... We're not having much success. And I think the problem is with... We're on both bandwidths. And I don't know how we separate the two bandwidths so that we can connect to the 2.4... I think it's gigahertz, isn't it? [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. I Thank you so much for calling. [silence] This is Josh. Can I help you?
00:00
Speaker 1
I think it's a five five zero zero. Is it? I can't think of the top of my head, with it, I'm afraid, at the moment. But I think it's a, um, yeah, it's Geek Active. Sorry, hang on. Sorry, can you say that again? Zero number. Okay, bear with. [silence]
01:00
Speaker 2
[silence] MX, MIX 5500. Okay, I need like your internet service provider. Can you give me the serial number, please? Serial number?
01:00
Speaker 1
I'm trying to find the photo of it now. [silence] right, so, so, can you still hear me? You can still hear me? Yeah, okay, so the serial number is 55V for victor, one zero m for mike, two Charlie Charlie, zero seven three three five. Uh, the device is we've got wands. Yeah. Uh, my name's Robbie Carnegie. On the. [silence]
02:00
Speaker 2
Sorry? Yes. How many links is device do you have in total, sir? Only one links is... Can I have your full name, sir, and email? Uh, your first name is uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, R-O-B-I-E.
03:00
Speaker 1
Robbie Hevey it's Fergil C-A-R-G-I-L-L uh so it's Robbie again followed by a hyphen which is the negative symbol and then Fergil same spelling at hotmail.co.uk yes
04:00
Speaker 2
. [silence] okay [silence] okay. [silence] And just to verify your aim I your phone number that's 07777737952
04:00
Speaker 1
Not in front of me. But I do. okay. I haven't got a computer with me at the moment. Um, so what can we do? Uh, I've only got my phone that I'm calling you on at the moment. Oh.
05:00
Speaker 2
Okay, sir, do you have a computer? [silence] Okay. [silence] Sir, we will have to access the settings of the router, sir, but uh using the computer, so please, uh while I'm getting or preparing uh the documentation here, I'm creating a documentation, please, um, prepare your computer, turn it on and connect to the Wi-Fi. Do you have an iPad? Okay. [silence] All right. [silence] Well, we'll try to access the settings, sir, using your phone browser, but just consider the expectation, uh phone browsers that provides limited access, sir. [silence] There are settings on the uh of the router, sir, that will not be available if you will access it using a phone browser. [silence] That is why we prefer an iPad over phone [silence]
05:00
Speaker 1
Okay. Okay. Yeah. Yeah. Yeah. Now let's give it a go. It's Samsung. It's an Android. Okay. Okay.
06:00
Speaker 2
Did you like Windows? [silence] Right. [silence] Is your Ghost phone an Android phone or an iPhone? [silence] Right. [silence] Then on your IPhone, I want you to go to your browser, open it. [silence] And then on the address bar of Google Chrome, type in there myrouter.local.
06:00
Speaker 1
OK. Yeah, that's gone through. There's a Linksys, Linksys's access in the Linksys smart Wi-Fi router for password access. I've got three dots. I think maybe click on there. Sorry, what am I looking for?
07:00
Speaker 2
Okay. What does it say now? [silence] Can you please click on the three dots at the top left, uh, top right corner of the screen, Sir, and then request a top website on the phone, the phone browser? [silence] And how do you access the settings of the browser, Sir? [silence]
07:00
Speaker 1
Hey. Right. Whoops, wrong person. Cool. Of course, of course. Hello. [silence] Ta. Smooth finish. Thanks
08:00
Speaker 2
a uh request us stop website and make sure that your phone is connected to the wi-fi okay um oh oh oh okay okay well if that's the case sir yes because our linksys cloud um uh linksys smart wi-fi access has been discontinued i thought you are at home sir so if that's the case you will just have to call us back sir whenever you're home so that we can um successfully um separate the bandwidth of your router and don't worry sir we will guide you all throughout the troubleshooting just give us a call back i have a ticket number for you
08:00
Speaker 1
Okay, yep. Right. Yeah. Three, seven, two. 2-1. Okay, so the beginning is LTS and how do I enter that into a Into a? into a reference? Right, okay. Okay no problem and what are your opening hours please?
09:00
Speaker 2
Well, um that's gonna be LTS, zero zero one, three seven two, two one, um I'm not sir Uh, you will just have to call us back, sir and uh provide that ticket number so that when you um, yes, you don't have to provide same information as I've uh uh gathered from you. Um we are actually open from 8 uh
09:00
Speaker 1
Okay, perfect. Yeah. Thank you. And you. Thank you very much. Your help. Bye-bye now.
10:00
Speaker 2
a.m. to 11 p.m. Eastern time. Okay. All right then, um talk to you soon, sir. I hope that uh we will be able to uh pursue the troubleshooting as soon as possible so we can fix your issue. Uh take care always, sir. And once again, my name is Traz. Have a good day and take care always. You're welcome. Bye-bye, sir. Bye-bye.
10:00