Call Detail: 0a288050-7fc1-11f1-b

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Call Start

2026-07-14 20:17

Duration

5m 7s

Contact

305-496-6213

Issue Type

Internet/WAN Setup

V2 Outcome

Partial Resolution

V2 Band

Needs Improvement

Agent & Case Context

Agent

Regin Magnetico

HappyFox Case

#LTS00137142

Support Country

Other / Unmapped

Product Family

MESH SYSTEMS

CSAT

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Sentiment Trajectory

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Ticket subject: LINKSYS APP CONCERN.

V1 Rubric Scores

Resolution2.00/5

Accuracy3.00/5

Communication2.00/5

Protocol1.00/5

Efficiency2.00/5

Overall2.8/5

V2 Rubric Scores

Resolution1.56/5

Technical0.62/5

Communication1.25/5

Ownership4.29/5

EscalationN/A

Customer Exp0.71/5

Overall33.2% (-22.8)

V2 Grader Summary

The agent partially resolved the customer's internet connectivity issue through an app restart but failed to conduct systematic diagnostics (skipping power cycling and WAN checks) and provided factually incorrect technical instructions ('Kids Club' password). Communication lacked empathy and clarity, while case ownership was maintained but with incomplete continuity from the prior call. The outcome qualifies as Partial Resolution due to unresolved root-cause verification and critical technical inaccuracies.

V1 Case Analysis

Customer reported Wi-Fi connected but no internet access with a red-light modem. Agent advised force-closing and reopening the Linksys app, after which the app showed 'internet online.' No further troubleshooting performed.

Troubleshooting Steps

Confirmed Wi-Fi password accuracy
Instructed customer to force-close and reopen the Linksys app
Instructed customer to log in using router admin password

Key Observations

Agent failed to collect critical product details (model, serial number) or warranty information — a major protocol violation for technical support.
No standard no-internet troubleshooting was performed (e.g., modem/router power-cycle, router admin UI check, wired test).
Reliance solely on Linksys app status for 'resolution' is insufficient; actual internet connectivity was not validated.
Call contained long silences and inaudible segments, reducing efficiency and clarity.

Positive Highlights

Provided a ticket number (137142) for future reference.
Maintained a polite tone and offered to assist further if needed.

Agent Errors / Gaps

Failed to collect product model, serial number, or warranty information — required for protocol compliance in troubleshooting calls.
Did not perform basic no-internet troubleshooting steps (power-cycle modem/router, check router admin UI, verify via wired connection).
Accepted app-reported 'internet online' status without verifying actual connectivity through independent means.
Did not explain how to interpret modem LED states or guide the customer on checking physical connections.

V2 Indicator Ratings

Resolution

R1 Partially Met Issue actually resolved conf 92%

Customer confirmed 'I was able to connect now' and app shows 'internet online', but agent did not verify resolution of the original symptom (device connected to Wi-Fi but no internet) through direct follow-up questions

R2 Not Met Diagnostic thoroughness conf 95%

Agent identified red lights on device and modem but skipped essential troubleshooting steps like power cycling the modem/router, checking WAN status, or verifying ISP status; jumped directly to app restart

R3 Partially Met Correct resolution path conf 90%

Agent continued support without dismissal but selected an inappropriate resolution path by skipping foundational diagnostics (reboot sequence, physical layer check) expected for 'connected but no internet' cases

Technical Accuracy

T1 Not Met Technically accurate info conf 93%

Agent noted symptoms (red lights, no internet) but failed to ask targeted diagnostic questions (e.g., other devices affected, WAN IP, modem signal) or establish a logical troubleshooting sequence

T2 Partially Met Appropriate tools / resources used conf 89%

Use of Linksys app login was appropriate, but agent relied solely on app interaction without using complementary tools (e.g., local browser access, WAN status check) that would have better diagnosed the network state

T3 Not Met No misinformation conf 96%

Agent provided a nonsensical password string ('no Wi-Fi, Wi-Fi, Wi-Fi 1-2-3-4-5') and referred to a 'Kids Club' for entry, which has no basis in KB documentation and constitutes materially incorrect guidance

Communication

C1 Partially Met Clear & professional language conf 85%

Agent initiated callback and provided ticket number, but long silences, lack of agenda setting, and abrupt transitions (e.g., sudden shift to app restart) disrupted call control and clear expectations

C2 Not Met Confirmed understanding conf 94%

Agent used confusing phrasing ('Kids Club', garbled password repetition) without adapting language to the customer's level or confirming understanding; this likely increased customer confusion

Customer Ownership

O1 Met Ownership & empathy conf 96%

Agent owned the case from start to finish, did not transfer to avoid difficulty, and followed through on reconnecting after prior disconnection

O2 Met Proactive follow-through conf 91%

No further steps were required after apparent resolution; agent provided ticket number (137142) and ended the call appropriately with customer confirmation

O3 Partially Met Closure confirmation conf 83%

Agent referenced prior disconnection but failed to summarize prior findings or steps taken from the earlier call; continuity was maintained only minimally without full context transfer

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 100%

No escalation was performed and none was warranted based on call content

E2 Not Applicable Escalation prep & handoff conf 100%

No escalation occurred on this touch

Customer Experience

X1 Not Met Customer effort minimised conf 92%

Agent did not acknowledge customer's frustration, repeated disconnection, or difficulty; tone remained purely procedural without empathy or recognition of customer effort

X2 Not Met Tone & rapport conf 91%

Agent failed to adapt pace or language despite clear customer confusion; repeated unclear instructions verbatim without simplification or alternative explanation

X3 Partially Met Overall experience conf 85%

Agent avoided re-asking basic information but introduced an unnecessary step (app restart) without first attempting simpler diagnostics, increasing customer effort

Call Transcript8 turns · 9 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. Hi, this is Regine from Linksys Technical Support, giving you a call back because you got disconnected earlier. Am I talking with Heidi? Okay. Now are you able to login on Or are you able to connect your device to your Linksys network? [silence] The device is showing that it's connected to the Wi-Fi but it's not opening any websites. [silence] Any hardware lights that are on? It has a red light that is on. Okay. [silence] And the cable modem has a red light on as well. [silence] So the cable modem is not working properly. So what's thejsx password you want to use, the one that you changed before? [silence] All the passwords, right? [silence] So your Wi-Fi password?Right, that's correct. [silence] Your password would be no Wi-Fi, Wi-Fi Wi-Fi 1-2-3-4-5. [silence] So just like in typing the space separated letters, some of this is correct, including the capital or numbers, right? [silence] All right, so let's just type it if just like that in the Kids Club very carefully, no Wi-Fi, Wi-Fi, Wi-Fi, Wi-Fi one, two, three, four, five. [silence] Okay. Are you [inaudible] are you [inaudible] [inaudible] [silence]