V2 Rubric Detail — fb12208c-7eab-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 11:14
Duration
7m 44s
Contact
+447702456191
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00136824
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants a 2.4Ghz Connection _MX4200
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.0/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall83.5% (+3.5)

V2 Grader Summary

The agent correctly identified the need to separate 2.4GHz and 5GHz bands and directed the customer to use myrouter.local, but failed to confirm whether the SSIDs were actually renamed or test the result. While the customer expressed satisfaction, the lack of verification means the resolution cannot be fully confirmed, downgrading R1 and R2 to Partially Met. Technical guidance was accurate and complete (T1-T3 Met), but missing verification led to a Partial Resolution outcome.

V1 Case Analysis

Guided customer to separate 2.4 GHz and 5 GHz SSIDs via myrouter.local; customer confirmed change.

Troubleshooting Steps
  • Collected customer contact and serial number information.
  • Instructed customer to access the router’s web UI via myrouter.local.
  • Guided customer to the Wi‑Fi settings page and to rename the 2.4 GHz and 5 GHz SSIDs.
  • Had the customer apply the changes.
Key Observations
  • Agent correctly identified the need to use the web interface (myrouter.local) for SSID separation, consistent with KB guidance.
  • Customer confirmed completion of the steps, indicating successful self-help.
  • No post-change verification of device connectivity was performed.
Positive Highlights
  • Clear, step-by-step guidance using the correct web interface (myrouter.local).
  • Proper collection of all required customer and device information.
  • Efficient handling with a single, focused troubleshooting path leading to customer confirmation.
Agent Errors / Gaps
  • At [04:00], agent incorrectly stated that accessing the router requires 'entering your firmware', which is misleading. The correct reason is that advanced Wi-Fi settings like band separation are not available in the mobile app and require the web interface (KB: adjacent_common_wifi_questions.md).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 92%
Customer says 'GeneS have done it' and thanks agent, but no confirmation that the 2.4GHz and 5GHz networks were successfully separated with distinct SSIDs; agent did not verify final configuration.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent guided customer to 'show more' and suggested changing SSID, but did not confirm whether the bands were already split or walk through actual SSID renaming; skipped verification step.
R3 Met Correct resolution path conf 95%
Agent correctly directed customer to use the web interface (myrouter.local) instead of the app, which aligns with KB guidance for band separation tasks.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent correctly identified the symptom (smart home devices needing 2.4GHz) and the root cause/solution (separating the bands via web UI), which is the standard diagnostic path for this issue in the KB.
T2 Met Appropriate tools / resources used conf 96%
Agent appropriately used the router’s web UI via myrouter.local, the correct tool for this configuration task, as specified in KB articles.
T3 Met No misinformation conf 97%
The agent's technical guidance—that bands must have different names to be separated and that the change must be made via a web browser—is fully supported by the 'Common WiFi Questions' KB.
Communication
C1 Met Clear & professional language conf 94%
Agent structured the call with greeting, info gathering, step-by-step guidance, and closed with ticket number; maintained control throughout.
C2 Met Confirmed understanding conf 93%
Agent used plain language, repeated name for confirmation, adjusted pace when customer went on speaker — adapted well to customer’s style.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, no transfers, completed solution attempt and provided ticket number without abandoning responsibility.
O2 Partially Met Proactive follow-through conf 89%
Agent gave next steps (open browser, click apply) but did not confirm completion or test result; ticket number provided, but no post-change validation requested.
O3 Met Closure confirmation conf 92%
Agent used serial number provided and did not re-ask for previously given details; maintained continuity within the call.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was required or performed during the call; issue was within L1 scope and addressed directly.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained courteous and professional throughout, e.g., 'Thank you so much for calling Linksys… Take care and have a great day.'
X2 Met Tone & rapport conf 93%
Agent matched customer’s pace, repeated name for accuracy, and adjusted when customer used speakerphone — maintained engagement.
X3 Partially Met Overall experience conf 88%
Agent avoided unnecessary repetition but did not verify final outcome; customer effort reduced, but missing confirmation increases risk of recontact.
Call Transcript12 turns · 14 lines
Speaker 1
Hi yes. I have a Linksys um system with Twish fiber, which is, uses the em NX for 200s, um which are, Wi-Fi six. Um, I have some smart home devices that only connect using two point four. And I was wondering if I can set up a separate channel on the router because I can't find a setting that allows me to do that. I do have a guest access button that just allows me to set a separate password. Right. [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. Hi, thank you for calling Linksys. My name is Ven, and I'll help you today. Mhm. Yes, you can. However, it needs to be done either on a laptop or computer, since it's not available on the app, but rather on the web. The reason for this is because it requires you to enter your firmware, which needs to be done on a web browser. But don't worry, the page is very easy to navigate. Uh,
00:00
Speaker 1
Ah. Okay, let me go up to my computer. And then maybe you can talk me through what I need to do. Um, second. Okay, I have a laptop and I have a pen. So, let me know what I need to do. You need to, yes. Sure. Antonio, and then last name is O'Connor. O-' C-O-N for November. C-H-U-I-R. It is, yeah. [silence]
01:00
Speaker 2
Before anything else, can I also ask, is this your first time calling? Since this is your first time calling, I'll just have to gather some quick information so I can create a case in our system. Can I have your first and last name? Mmhm. I'm sorry, was it O'-B-C-H-U-I-R? Thank you so much. And what about the email address?
01:00
Speaker 1
It's tony. Angel at gmail.com. not angel, nagle, n-A-A-G-L-E yeah [silence] Oh, hang on let me just see if I've got a photo of it because I just took photos I think I put it on uh [silence] one second uh [silence] uh so
02:00
Speaker 2
to verify, I if I got it right, was a Tanya dot Angel at gmail.com. May ago, thank you so much. and the phone number you're currently calling is zero seven seven zero two four five six one nine one. Thank you. And can you provide me the serial number of the links system device?
02:00
Speaker 1
one of them because obviously I've got six of them. settings, pass, recovery, serial number, okay, 55F-10W56CO-2253. I think so, yeah. Glasses on that looks like that. or were the two? We were switched over at some point, I can't remember what they when when that was. I was.
03:00
Speaker 2
555, Frank, 10, Whiskey, 56, Charlie, 02253. How long have you had the device as well? I see. [silence] All right. Thank you so much for that one. Do you have a laptop or computer available right now? Is it connected to the Wi-Fi already? Uh, can you open a browser? Now on the browser search on the address bar myrouter.local. Can you see a picture of two cell phones? Click on one of the phones.
03:00
Speaker 1
hang on, sorry, I'm just gonna put you on speaker, I think. Okay. Okay, I'm in? Yes. Mm-hmm. Yeah. Just, just the one, but it says, so, so it, actually, I've clicked on, show more, [silence] 2.4 and a 5 point and a 5. Okay. So is it just called one two? point four. Okay. Yes. Okay. I am. It's says it's waiting. [silence]
05:00
Speaker 2
Yes, that's the one. Now that you have clicked show more, you can see your two point four and five gig. In order to separate them, they can have the same Wi-Fi password, but they must have different Wi-Fi name. So you need to change. You either change two point four or five gig depending on which one you need to change. Just click apply and it should save the changes you made. So if you're applying the changes.
06:00
Speaker 1
Okay. GeneS have done it. Yeah. I do. Yeah. Yeah. six eight two four. Brilliant. Thank you so much. Really appreciate the help. Very easy. Thank you. Thank you. You too. Bye bye.
07:00
Speaker 2
All right. So before anything else. I can provide you your ticket number which serves as your reference just in case you need to call us back sometime soon. You have a pen and paper to write it down. All right. Your ticket number is LTS. It's Lima Tango Sugar. 013.6824. All right. All right. Thank you so much for calling Linksys. Take care and have a great day. Bye for now.
07:00