V2 Rubric Detail — f3cfcfb2-7a1a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 15:46
Duration
17m 39s
Contact
Mike Ehrhardt
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00136191
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: turn off a Wi-Fi band

V1 Rubric Scores

Resolution5.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.5/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall83.8% (+13.8)

V2 Grader Summary

The agent successfully resolved the customer's issue by locating the missing 5 GHz toggle through KB research and confirmed resolution. While the outcome was positive, the troubleshooting process lacked structure and clear guidance early on, resulting in partial scores for R2, T1, C1, and X3. No critical failures occurred, and the interaction concluded with full ownership and customer satisfaction.

V1 Case Analysis

Customer unable to locate 5 GHz band toggle in router UI. Agent guided customer to Wi-Fi Settings where the toggle was found. Issue resolved.

Troubleshooting Steps
  • Incorrectly guessed router model without verification.
  • Placed customer on hold for ~4 minutes without clear explanation.
  • Asked about non-existent 'device management' option.
  • Guided customer to Wi-Fi Settings where the band toggle was found.
Key Observations
  • Agent incorrectly identified the router model (MR20DC/MR-20EC) without verification.
  • Long hold time (~4 minutes) without progress update or clear reason.
  • Introduced non-existent 'device management' and 'first CA link' concepts, causing confusion.
  • Eventually provided correct navigation to Wi-Fi Settings where the band toggle was located.
  • Customer confirmed resolution, indicating the final guidance was accurate and effective.
Positive Highlights
  • Successfully guided customer to the correct location (Wi-Fi Settings) where the 5 GHz band toggle was found.
  • Confirmed resolution with the customer before ending the call.
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Incorrect model identification (MR20DC/MR-20EC) without verification.
  • Did not obtain or confirm serial number, model, or warranty status.
  • Introduced non-existent 'device management' option, which is not referenced in Linksys KB.
  • Mentioned 'first CA link', a term not found in Linksys documentation or UI.
  • Excessive hold time (~4 minutes) without progress update or clear reason.
  • Provided confusing navigation instructions that did not align with standard Linksys UI flow.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution with 'Everything's good. Thank you' and agent states 'we've solved your issue.'
R2 Partially Met Diagnostic thoroughness conf 87%
Agent searched resources and eventually guided to Wi-Fi settings, but did not provide clear step-by-step navigation early on and had long pauses; troubleshooting was reactive rather than structured.
R3 Met Correct resolution path conf 94%
Agent correctly identified the MR20DC model and directed to the appropriate interface section for toggling 5 GHz, aligning with product-specific guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identified the symptom (missing toggle) and verified model, but failed to ask key diagnostic questions (e.g., login method, interface version) and relied on delayed resource lookup instead of logical progression.
T2 Met Appropriate tools / resources used conf 91%
Agent used internal KB resources appropriately to locate UI feature; no additional tools (logs, remote) were necessary for this UI visibility issue.
T3 Met No misinformation conf 97%
Final instructions were correct—toggling 5 GHz is available under Wi-Fi settings after proper login path; no technical inaccuracies conveyed.
Communication
C1 Partially Met Clear & professional language conf 79%
Agent lacked initial framing and had multiple unexplained silences; regained control later but transitions were not smooth or proactive.
C2 Met Confirmed understanding conf 89%
Agent used accessible language, acknowledged customer’s tech-savviness, and confirmed understanding through engagement; adapted tone appropriately.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and followed through to confirmed resolution.
O2 Met Proactive follow-through conf 95%
Issue was fully resolved during the call with no pending actions or commitments requiring follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this straightforward UI navigation issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent expressed empathy with 'thank you for your patience and understanding' and maintained professionalism throughout.
X2 Met Tone & rapport conf 88%
Agent matched customer’s pace, maintained engagement, and adjusted communication style to a tech-savvy user without overcomplicating.
X3 Partially Met Overall experience conf 81%
Customer had to repeat serial number due to spelling confusion and navigate multiple times under unclear guidance, increasing effort despite eventual success.
Call Transcript26 turns · 28 lines
Speaker 1
Hi, I'm having an issue with my router and I'm somewhat tech savvy and I've been into my router a few times looking for things. I cannot seem to find the on and off buttons to turn my 5g off. They just don't appear the 2.4 or the 5g.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling Linksys. This is Kai. How can I help you? Uh I see. Oh Let me check on that first. May I have the serial number? of your Linksys router. Check at the bottom of your Linksys router on the product label sticker, it's indicated the Serial Number, sometimes it's just initial / N. and it says And it has 14. Is the model of your Linksys router MR20DC? Let me check, sir. on a system If I'm
00:00
Speaker 1
Uh, first name is Mike. Last name is Earhart, E-H-R H-A-R-D-T. No, E as in Edward. Hold on. Let's start again. E as in Edward, H as in Hotel, R as in Robert, H as in Hotel, A as in Apple, R as in Robert, D as in Dog, T as in Thomas, Earhart. Yes. No, that's the only one.
02:00
Speaker 2
There is a way to turn off your 5 gigahertz or 2.4 gigahertz bands. Before I proceed, sir, may I have your name? Mhm. All right, Mike Perraud. And you only have one link slot, the MR-20EC.
02:00
Speaker 1
MIK E Y D is in dog X is in X ray E is in Edward R as in Robert. The number two gmail. That's correct. Spectrum.
03:00
Speaker 2
May I know your email address? Mikey Dix 32@gmail.com Mike. All right, you are on the router's
03:00
Speaker 1
Yeah, let me let me tell you what I'm experiencing here. Again, I'm somewhat tech savvy with computers, so I hopefully, I'll be able to will be able to communicate a little easier, I hope. Um, when I get X, hold on a second, please. When I access my row, I'm sorry, let's try this again. Okay, now I got my throat's clear. Uh, when I go into my router uh, router settings and I go under Wi-Fi settings and the panel comes up. In the past, there has been on and off buttons for the 2.4 gig and the 5 gig band. They do not exist now. I don't know where they went.
04:00
Speaker 2
Network router interface.
04:00
Speaker 1
Yes, that's correct. That's correct. Plus, it also has the security mode, the Wi-Fi mode, which is mixed for both. The security mode is WPA2 personal, of course. But it used to be above the Wi-Fi mode. There used to be a button that I could toggle on and off for each band and they're not there anymore. [silence]
05:00
Speaker 2
Yeah, so you only see under the Wi-Fi settings, your 2.4 gigahertz band and five gigahertz band, and so on their Wi-Fi name and password, is that right? Uh-huh. [silence] right. Let's check on that first, Mike, because I'm also checking. [silence]
05:00
Speaker 1
Uh, I know how do I, he, a turn off the five-gig band when I have a 2.4 peripheral that I have to match up, but I can't have the five-gig band on while I do it. I've done this before with this router, but for some reason the buttons ain't there. Uh, yeah. I, I agree with you. They're not there, but they were there before. They were there when I first put this router in. [silence]
06:00
Speaker 2
right, right, that's, okay, right, that's, that's, yes, that's what I'm saying, uh, Indesert. Uh, all I can see here is the Wi-Fi name and password. Uh, there is no on and off button. So I'm gonna check first. Yeah. Yeah. Yes. So, uh, I put you on hold for two minutes. I check on my resources, okay.
06:00
Speaker 1
Yeah. Uh, I'm not sure I understand what you're asking for.
10:00
Speaker 2
Hello Mike. Well I'm still looking on it and I think...oh...do you have a device management on your web interface? Do you have an option to select device management under the web interface? Is there a device management option?
10:00
Speaker 1
in the router settings here? Let me take a look. Hold on. I got status, diagnostic and logs. That's under troubleshooting. I'm not sure. Are you, if that's where you want me to look? Okay. I'm not sure of what.
11:00
Speaker 2
Yes. Um, on, under the router settings, connectivity, troubleshooting. Do you see that uh, options? Go back first to the front or to the homepage. and then on the front page, uh you will see all the router settings, like connectivity, or silver, or
11:00
Speaker 1
Yes, I see that. Yes. I don't have anything that says device management. No. I have device lists, guest access, parental controls, priority, speed check, external storage. Under router settings, I have connectivity, troubleshooting, Wi-Fi settings, and security.[silence]
12:00
Speaker 2
All right. Can you check above that, if you can see device management? Uh, when you go back on the dashboard, uh, you see your Wi-Fi name? [silence]
12:00
Speaker 1
I'm not sure I'm seeing that, but let me look here. Under connectivity I got something. Guest access, parental controls, priority speed check, [silence] let's see. Troubleshooting Wi-Fi settings and security.
13:00
Speaker 2
in the home page if you go back to the very home page where you can see that your network is connected your network status is connected to internet okay what is the very front page of the road or web interface to see that your network status device please. Oh, where do you see the, yeah, where do you see the network status. You mentioned you said, uh, you mentioned about the network status, right?
13:00
Speaker 1
Oh, yes, yes. Yes, you're I'm sorry. That's correct. Yes. Yes, I do. Okay, it's working. Hold on. Okay. Got it and I got yes I did okay well look what's uh yes I got it now well I didn't realize it was that easy now can I leave this setting like this or will it go back when I sign out okay all right okay right right yes you did thank you very much I knew I knew it was there at one point [silence]
14:00
Speaker 2
[silence] right. Now you select the Wi-Fi settings. [blank] [blank] Under the router setting, select Wi-Fi. [silence] Once you select Wi-Fi, it should pop up. [silence] is should. Usually, uh you have to when you log in to your router web interface, you have to make sure that you have to click the first CA link. or yes. So that you can see the other uh student features of the interface. So, uh I think that's good. You, we've solved your issue.
15:00
Speaker 1
I know you I have a peripheral. I have a water leak sensor for my basement and it's on 2.4 gigs, but I have to turn 5 gig off when I do the interface for it when I connect it. If I don't have 5G off turned off at the time, it won't work. So now I can turn the 5 off, connect to peripheral, and then go back in and turn 5 back on. That's what I was looking for.
16:00
Speaker 2
Yeah. Yeah. I also. Yes. Go on. No, go on. Yes. Okay, so I, it also took a long time for me to search on our system where we can find that, because I also knew that there is a toggle button, but it's a good thing that you gave me a minute to check on my resources and it's good that we're able to see now the toggle on and off.
16:00
Speaker 1
Yes. You did a wonderful job. Thank you. Everything's good. Everything's good. Right. Yup. Okay. Thank you again. Bye bye. [silence]
17:00
Speaker 2
on of your Wi-Fi settings. So, yeah, thank you also for your patience and understanding, Mike. So everything's good now? No other concerns? All right. All right. So wish you good luck on connecting your device to the specific bond you require, okay? And thank you for calling link systems, Mike. Once again, this is ice. Thank you, Mike. Have a great one. Goodbye. You're welcome.
17:00