V2 Rubric Detail — 11b076c4-6efb-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 12:00
Duration
27m 19s
Contact
Christina Lustman
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134420
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall90.4% (+46.4)

V2 Grader Summary

The agent correctly diagnosed the factory reset state, guided the customer through full reconfiguration of the EA6100 router, and restored Wi-Fi functionality. However, the primary issue — printer connectivity — remained unresolved by the end of the call, preventing a full resolution. The agent demonstrated strong technical and communication skills but did not establish follow-up for the lingering issue.

V1 Case Analysis

Customer’s EA6100 router reset after storm; Wi-Fi SSID reverted to default (Linksys04211). Agent guided customer through connecting to default SSID, accessing http://myrouter.local, and reconfiguring Wi-Fi name/password via paid support. Router reported as set up, but printer and Ring camera still cannot connect. No further troubleshooting performed.

Troubleshooting Steps
  • Confirmed model (EA6100) and serial (1060340421).
  • Explained expired warranty and offered paid support.
  • Guided customer to connect to default SSID (Linksys04211) and access router UI via http://myrouter.local.
  • Walked through Wi-Fi name and password reconfiguration.
Key Observations
  • Agent correctly identified the issue as a factory reset reverting Wi-Fi settings to default.
  • Agent provided correct access URL (http://myrouter.local) and guided reconfiguration steps.
  • Agent did not troubleshoot printer/Ring camera connectivity after router setup.
  • Agent prematurely ended call without confirming resolution or providing actionable next steps for device-specific issues.
  • Agent misgendered the customer multiple times, affecting professionalism.
Positive Highlights
  • Correctly identified product model (EA6100) and serial number (1060340421).
  • Accurately explained that a factory reset reverts Wi-Fi settings to default, including SSID and password.
  • Provided correct access URL (http://myrouter.local) and guided customer through reconfiguration process.
  • Correctly advised using the same password for both 2.4 GHz and 5 GHz bands to simplify device connections.
  • Properly handled PCI compliance by turning off recording during credit card entry.
Agent Errors / Gaps
  • Did not verify printer/Ring camera connectivity after router reconfiguration.
  • Failed to provide actionable next steps for device-specific issues (e.g., 2.4 GHz band requirement, security mode compatibility).
  • Did not direct customer to relevant KB articles (universal_legacy_device_wifi.md, adjacent_smart_home_iot.md) for printer/Ring camera setup.
  • Used ambiguous term 'recent button' instead of 'reset button' at [05:00], which could confuse the customer.
  • Misgendered the customer (used 'ma'am') at multiple timestamps despite the customer identifying as male.
  • Did not provide a case/ticket number or reference for follow-up.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent successfully reconfigured the router and restored Wi-Fi, but the customer's printer still could not connect by the end of the call, indicating the core issue was not fully resolved.
R2 Met Diagnostic thoroughness conf 98%
Agent verified prior reboot, confirmed reset button press, diagnosed factory reset state, and guided through full re-setup using correct web UI steps.
R3 Met Correct resolution path conf 97%
Agent correctly identified out-of-warranty status, offered paid support option, and proceeded with full troubleshooting instead of dismissing the case.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified symptom (changed SSID), asked about reset button, diagnosed factory reset as root cause, and explained why settings reverted.
T2 Met Appropriate tools / resources used conf 95%
No remote tools were needed; agent correctly used documented web UI access (http://myrouter.local) and setup wizard to guide resolution.
T3 Met No misinformation conf 96%
All instructions (default SSID, reset behavior, browser URL, setup steps) align with Linksys documentation for EA6100.
Communication
C1 Met Clear & professional language conf 95%
Agent set clear expectations on warranty and paid support, placed call on hold with reason, and maintained control throughout the process.
C2 Met Confirmed understanding conf 94%
Agent used simple language, repeated key steps, confirmed understanding, and adapted to customer’s pace during setup.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, did not transfer, and stayed on to complete the paid support session.
O2 Partially Met Proactive follow-through conf 92%
Agent provided clear next steps for router setup but did not establish follow-up for the unresolved printer issue or offer further support options.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent’s scope for out-of-warranty paid support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy (“I’m sorry for the inconvenience”), thanked customer for patience, and remained courteous throughout.
X2 Met Tone & rapport conf 94%
Agent matched customer’s conversational pace, used affirmations (‘uh-huh’, ‘no worries’), and checked comprehension during setup.
X3 Met Overall experience conf 93%
Agent avoided unnecessary repetition, consolidated steps into a single guided workflow, and handled setup without extra holds or delays.
Call Transcript46 turns · 50 lines
Speaker 1
[silence] Hi Josh. So we have a Linksys router, I guess it is. And I don't know what happened. We had a storm the other day and our and our um our uh lights flickered. And now I cannot find my regular Wi-Fi that I only needed. So it hasn't stopped me from working, but I decided that I needed a new one. And um something cousin number. 216 to help me set it up. And.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready for assistance. press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hi. Thank you for calling Linksys. My name is Josh. I may assist you today.
00:00
Speaker 1
Always had on there on, you know, on my Wi-Fi network and some things are not reconnecting in my house. So I can [indistinguishable]. Yes. Uh yeah, so it's one four X 10, 60, 34, 04, 211. [silence]
01:00
Speaker 2
uh huh got this one all right got this one ma'am and I'm sorry for the inconvenience uh just to be sure may I know how many linksys routers do you have? uh huh and have you already rebooted or restarted the router prior calling us as well all right so before we proceed ma'am may I have the serial number of this linksys router? thank you so much for that one let me again verify the serial number so is it one four?
01:00
Speaker 1
yes. Uh-huh. Where's the model number? Is it the number MAC address? Oh, model number, Okay. E-A-6-1-0-0. Christina with a C-H. Lussman, I'll spell it L-U-S-T-M-A-N
02:00
Speaker 2
X for X-ray, one zero six zero three four zero four two one, is that correct, ma'am? Thank you so much for confirming. And may I also have the model number? I yeah. All right, thank you so much for that one. So in order for me to create the ticket here, may I have your first and last name? Uh huh, and thank you so much for that one. So just to confirm your uh your family name spell as L-U-S, so then a C-H-R-I-A-N. Correct. And R I C H A R D. Thank you so much, Richard.
02:00
Speaker 1
At C C O X 2 2 seven at Gmail uh-huh spectrum. Yeah, it's a little black or the little red button on the bottom right? That Yes, AJ yep. Uh-uh.
03:00
Speaker 2
Correct. All right. Thank you so much for confirming. ma'am. And what about your email address? Uh? uh, um. So, just to confirm your email address is charlie charlie over Oscar X 4 X-ray 227 Gmail.com. Is that correct? Uh-huh. Okay, uh, do correct it, please Wait? Uh-huh Yes, please, yes, please Oh my [silence]
03:00
Speaker 1
Okay, that I might do that. What if. Okay. So what if I do the one time support sort of $15 and then you're like, oh, well your router is broken. Like what if it got struck by lightning or something? [silence]
04:00
Speaker 2
All right. So again, ma'am, thank you so much for the information. However, uh before we proceed for the troubleshooting, I'm going to set your expectation that, uh according here on our end, the hardware warranty status of your router has already expired. And I really do apologize, ma'am, but we can no longer provide assistance over the phone or chat for out of warranty devices. However, rest assured that all our troubleshooting guides and articles are still available on our support website. However, ma'am, if you really wanted to be assisted over the phone, we do have this one time non-refundable support that will last up to 60 minutes or an hour, but it will cost you $15. If there is silence or no speech, output only: [silence] [silence] Yeah. [silence] Yeah. [silence] For
04:00
Speaker 1
Yes.
05:00
Speaker 2
with that one, ma'am, um, since this is uh, this paid service is non-refundable and there will be no replacement. Uh, how about this? Uh, is your router currently turned on? Like is it plug-in and the switch is toggled on. Alright. So since you press the recent button, kindly check if your device like computer or phone are able to detect the default name, which is Lenesis 04211. Uh, you can now uh, or check if your device can already detect the default name. Since you mentioned that you already pressed the reset button. So so if your devices are still like like they can't detect the
05:00
Speaker 1
Okay. Yeah, spectrum did it for me but yes. Well I haven't tried my computer but my TV was disconnected and then I got that reconnected. So the TV reconnect Yeah connected to the Linksys. It did connect to the Linksys.
06:00
Speaker 2
default name of the router that means that the router is still online. I'm sorry, the router is still working. However, it does not have an internet connection as of the moment. So, bye-bye, did you also like reboot or restart the modem like the the spectrum device prior calling us as well? Aha. So, how about a PC that can be wire directly to your spectrum modem? Do you have a PC that can be wired? Oh, that's great. Uh-huh. So just to confirm, your TV, when you wired your TV directly to your spectrum modem, the TV was able to get online. That correct? Oh. So, yeah, and
06:00
Speaker 1
Yeah, my cell phone is connection right now. But I'm having trouble, so, so what I'm having trouble with is I can't connect it to my ring cameras and I can't connect it to my printer and it, our name, the name changed so the our Wi-Fi used to be called Lussis and now it's back to link city. So why did that happen? Why did the name change? [silence]
07:00
Speaker 2
If the TV can connect to the Linksys router and able to get online, so that means that router is working fine. So however, what about your wireless devices? Can... Oh, that's great to know. Oh, I see. Yeah, that's actually normal, ma'am. The reason for that one since we press the reset button, again, pressing the reset button will change all the settings that was saved on the router back to factory default. So, that's the reason why the...
07:00
Speaker 1
Would love that. That'd be great. But if, but if I, or I, or if I pay you the $15 you're saying you could do that for me or I would still have to do it myself. Okay. What is, what, what is reconfigure the router? What does that mean?
08:00
Speaker 2
Now the name of this router has gone back to its original or factory default name, but ma'am, if you don't want to sorry regarding with the paid service, if you don't want to avail it. I can actually send you a step-by-step instruction via email on how to properly reconfigure the router. All right. All right, ma'am. Uh-huh. Ye, if you want to avail the pay service, I'm going to walk you through like I'm going to walk you through over the phone on how to reconfigure the router. So I'm here to assist you if you want to avail that. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-h
08:00
Speaker 1
Okay, how long will this take about you think? [silence] Okay, let's do the - I'll do the one-time payment. [silence] I'll put my credit card here. [silence] Okay, thank you.
09:00
Speaker 2
you're my welcome All right, got that one man, so I'm gonna put the call on Ah yes Ma'am before that I'm gonna put the call on hold for one to two minutes. Okay? I just need to prepare my tools here. [silence]
09:00
Speaker 1
Why? You want. You want to. OK. I can. OK. That's fine. Well, there's ties and all. OK. yeah hi. OK.
11:00
Speaker 2
Uh hmm hello. Thank you for patiently waiting. All right. So I'm going to put the on, all the recording to off so that your credit card information will be safe. So, hold on.
11:00
Speaker 1
one second [silence] okay it's five one five six seven six eight eight seven one four seven seven six eight six [silence] yes zero nine thirty zero nine 30. 0.0. four 0 fit like to keep and yes Yes. Uh I. yeah well I have a laptop but I have not put it on. do you need me to get my laptop on? [silence] Okay you guys need to go on. [silence] [silence] Let me get my laptop out. I'm sorry.
12:00
Speaker 2
Linksys 04211, correct? ah-huh. Ah, yes ma'am. can you, can also connect your laptop to the default name of the Linksys router. No worries, ma'am. ah-huh, just take your time. [silence] no worries ma'am
14:00
Speaker 1
This has to be done from my laptop you're saying Okay I want to do with people people Okay still loading Oh Yes.
15:00
Speaker 2
Yes ma'am. Again, it would be more convenient if we're going to use a laptop to reconfigure the device.
15:00
Speaker 1
Okay. It's on. But, uh, you want me to see if it connects to the internet, you're saying? Where's the lifeline? [silence]
16:00
Speaker 2
Yes. So, yeah, on your laptop, kindly go to Wi-Fi or Wi-Fi settings and connect to the Linksys zero four two two one network. [silence]
16:00
Speaker 1
there's a link to 04, 211. There's a link to 04, 215 GHZ. Okay, hold on.
17:00
Speaker 2
uh-huh kindly connect to the one that says 5 gigahertz also 5 gigahertz and again the default hashtag word is labeled underneath the device or on the router itself uh-huh just take your time man [silence]
17:00
Speaker 1
Okay, it's connected it looks like. Hold on. Repeat that, I'm sorry I've been what? Uh-huh. Mm-hmm. Okay. My router. Okay.
18:00
Speaker 2
That's great ma'am. So on your laptop kindly open a browser, like Chrome. And then in the address bar, like the upper search bar, kindly type in HTTP. Uh yeah. Yeah. So in in the address bar kindly type in HTTP like hotel, hotel, like hotel, and then colon. The symbol, colon. Double, double forward slash. And then my router. .local.
18:00
Speaker 1
Okay, got it popped up. Xfinity's smarter Wi-Fi set up. Okay. It's saying. Okay. Hit next. Okay. Okay. Now what? Yeah. So now I can change the name.
19:00
Speaker 2
local, so, so it should be router.local, that's great to know, all right, so on that screen, just click the license agreement and then press next, Mm-hmm. And then it should redirect us to the screen that says updates for your router. And if so, just check the install future or updates automatically recommended and then click next. Uh-huh. Are you on the, yeah? Are you now on the screen asking you to personalize the Wi-Fi name and password? Yes, ma'am. So, yeah.
19:00
Speaker 1
And I'm going to click, make all network names the same. Okay, and now come up with a new password. Yeah. Okay, so that's done done, I'll hit next. Okay. Okay, so this is updating, so I'll have them. [silence]
20:00
Speaker 2
don't worry, rest assured that you can use the previous Wi-Fi name and same goes for your password. Then just press Next once done, yeah, you can. Yeah, you can click that one. Yes ma'am. So, I would recommend using the same password both for the 2.0 2.4 and 5 gigahertz. Yes ma'am. Uh and then afterward, reconnect your laptop to the new Wi-Fi name of the router and make sure to use the password. I just let, oh, got that one, ma'am. And again, just press next once done.
20:00
Speaker 1
Okay, now it's reconnected to your network, so, what does that mean? Okay, so now go up there. Oh, the That's, okay. Okay, hold on. Okay. Okay. Now it's reconnected to your network, so,
22:00
Speaker 2
yeah so on your yeah so on your laptop kindly go back to the Wi-Fi settings and then reconnect to the new name or the personalized stylized yeah got it
22:00
Speaker 1
[silence] Okay. I just did a hit next. so it does say my router is set up. So how come my printer is not finding my um, uh
23:00
Speaker 2
yes that password would be your local login password okay so that in the future like if you want to manage the router or access the web user interface you need that router to log in and I would recommend taking note of that password since we cannot retrieve this password and the only way to retrieve it is by pressing the reset button so yes ma'am on the screen you may now create a router password mmhm uh-huh And that yeah that should do it ma'am and after you press next you should be seeing um a screen there that says your router is set up all right yeah mmhm like this new name you're going to need to
23:00
Speaker 1
well yeah let me go to my I have an HP . let me see if it finds it . hold on because it wasn't finding it yesterday. would it would it odd . I don't know . hold on . yeah because it's like my printer says not not connected . get connectivity help. it's not far . it's always worked until this recent issue. so
24:00
Speaker 2
I understand ma'am. Yeah, uh since we just, uh since we just personalized, again, the Wi-Fi name, uh rest assured that, uh all your devices should now be able to detect the new name of the router. However, you can still test it right now. Yeah. Yeah, that that, yes, ma'am, rest assured. You can test the connection right now on your printer. So, by the way, how far is this printer from the router? Um, mm-hmm. Yeah? Yeah. Mm-hmm. Yeah, that's the one. You can't test, ma'am. If the printer is able to detect now the name of the router.
24:00
Speaker 1
Stop it. That's what you're supposed to use the, okay. So. Setting, yeah, I don't know it's. It's not even giving me the option to add the printer to the network. So, Yeah, I know, again, I can call, uh,
26:00
Speaker 2
What about on your other devices, ma'am, like your phone or your TV? Can you check if they can detect the name of the router? Because if so, rest assured that the router is already online or working. However, for your printer, I'm going to set your expectation for that one that I really do apologize that I'm not technically trained for the printer, ma'am, so I cannot. However, yeah, so for now, let's try to isolate and make sure that.
26:00
Speaker 1
Oh, okay. So yeah, the router is on line and working, so I guess I'm going, I'm all, thank you so much. That's ah, thank you. Bye.
27:00
Speaker 2
the router is already online or working. Mm-hmm. You're most welcome. And thank you so much again for your patience and cooperation. And again, thank you so much for calling Linksys. You have a great day. [silence]
27:00