V2 Rubric Detail — 14491646-5f6c-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-03 16:48
Duration
10m 30s
Contact
Tara Shields
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132059
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Connect Apple Products

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-17.8)

V2 Grader Summary

The agent failed to troubleshoot the iPhone/iPad connectivity issue, incorrectly cited a non-existent 'opt.multicast' feature, and prematurely recommended replacing the router without attempting any resolution steps. No empathy, structure, or ownership was demonstrated, resulting in an entirely unresolved case.

V1 Case Analysis

Customer unable to connect iPhone/iPad to E-series router; agent provided no troubleshooting, cited incorrect technical reasons, and recommended replacement without validation.

Troubleshooting Steps
  • Collected customer name, phone number, and email.
  • Attempted to capture model and serial number (partially successful).
  • Asked for ISP (Spectrum).
Key Observations
  • Agent cited a non-existent 'opt.multicast' feature at [06:00], which is not a valid Linksys feature or technical term.
  • Agent incorrectly claimed Apple devices 'constantly change IP address' preventing Wi-Fi connection [02:00], which is false.
  • Model number 'E18' is not a valid E Series model; agent failed to clarify or correct.
  • No troubleshooting steps (reboot, password check, reset, admin login) were attempted despite clear connectivity issue.
  • Agent labeled the device as end-of-life and end-of-support without verifying model or warranty status, closing the call with vague upgrade advice.
Positive Highlights
  • Agent collected customer contact information (name, phone, email) accurately.
  • Identified ISP as Spectrum, which could be relevant for upstream troubleshooting in a properly handled call.
Agent Errors / Gaps
  • Provided factually incorrect technical explanation: 'opt.multicast' is not a Linksys feature [06:00].
  • Misrepresented Apple device behavior: iOS devices do not 'constantly change IP address' in a way that breaks Wi-Fi [02:00].
  • Failed to verify correct product model—'E18' is not a valid E Series model; agent should have clarified or corrected.
  • Did not confirm serial number accuracy or use it to check warranty/support eligibility.
  • Skipped all standard Wi-Fi troubleshooting steps: no reboot, password verification, reset, or admin access attempt.
  • Did not offer any self-help resources (KB articles, email follow-up, reset instructions) after suggesting hardware replacement.
  • Failed to document or reference a HappyFox case, violating case management protocol.
  • Incorrectly stated the router is end-of-support as of July without confirming model or warranty status, leading to premature closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent suggested buying a new router but did not resolve the iPhone/iPad connectivity issue or confirm any workaround.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps were taken; agent speculated about Apple’s MAC randomization without verifying settings or attempting fixes.
R3 Not Met Correct resolution path conf 97%
Agent declared device end-of-life and recommended replacement without attempting best-effort troubleshooting for an out-of-warranty product.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms, ask diagnostic questions, or determine root cause; relied on assumptions.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., admin UI, reboot, firmware check) were used despite the issue being diagnosable with basic steps.
T3 Partially Met No misinformation conf 92%
Agent correctly noted Apple’s Private Wi-Fi Address as a possible cause and dismissed hacking as unlikely, but mentioned non-existent 'opt.multicast' feature.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to frame the interaction, lost control of the conversation, and provided no clear structure or transitions.
C2 Not Met Confirmed understanding conf 93%
Agent used vague technical terms like 'end of life', 'opt.multicast', and 'mesh routers' without confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by immediately suggesting hardware replacement instead of troubleshooting the current issue.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timelines, or follow-up commitments were provided—only a vague suggestion to upgrade hardware.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted based on the transcript.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy for customer’s concern about being 'hacked' or frustration with long-standing devices failing.
X2 Not Met Tone & rapport conf 94%
Agent maintained a one-size-fits-all tone, did not adapt to customer’s confusion, and failed to check comprehension.
X3 Not Met Overall experience conf 95%
Agent increased customer effort by skipping troubleshooting and jumping to full hardware replacement.
Call Transcript14 turns · 18 lines
Speaker 1
Hi, this is my name is Tara. I am having trouble with my LinkSystem router. I'm actually trying to get it from, I think it's been hacked, so I'm trying to
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 1 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 upon the issue. [silence] Hello, thank you for calling LinkSys Technical Support. My name is Dylan. How can I help you today? [silence]
00:00
Speaker 1
[silence] get some of the accounts off but I'm not sure how to do that. [silence] Hello. Yes, there are several accounts on there that will not allow my devices to um connect. [silence] For some reason, I don't know this happened like two days ago and I thought it would correct itself, but nothing has corrected. Um, I'm still not able to um connect my iPhone or my iPad to my router. [silence] And we've had this router for several years with no problems.
01:00
Speaker 2
Alright so just to make sure I got it right ma'am. You think your Linksys router is being hacked. I see. So technically there are devices or you have devices that are unable to connect. I see. All right. It's, um, it's quite unusual, ma'am, or it would be impossible that someone would be able to hack your linksys router because technically, um, they won't be able to access your router without them knowing the password of the the Wi-Fi. And sometimes there are this issue with the Apple devices that won't connect on the Wi-Fi right away due to the rooming feature of the device. So they constantly changes, uh, IP address. That's why they won't be able to connect to your Wi-Fi.
01:00
Speaker 1
So, that's correct. They've been connected before and I don't know what happened the other night and it just went out and now I'm not able to connect either device. These devices aren't new. They've been on this router for several years. So, I just need to like get them to make this. Okay. Okay.
03:00
Speaker 2
connect to the Wi-Fi right away. But your main issue is that you won't be able to connect your phone your specifically the iPhones and iPad. So how can we connect your iPad into the Wi-Fi? Let me see. Okay, uh let me check this one and see what I can do to help you out with your concern ma'am. But before anything else, let me just run some verification with you, okay? Um just uh let me great a quick record here first uh starting.
03:00
Speaker 1
tara, T-A-R-A. that's correct. fields, S as in Sam, H-I-E-L-D-S. yes. yes, that was correct. um, first and last name at A-O-W-W-L.com. first and last name at A-O-W-W-L.com. that's correct. [silence]
04:00
Speaker 2
I'm sorry. That's T-A-R-A. huh. how about your last name? I'm sorry. How about your email address? Sorry. I'm sorry. That's... okay. So, that's your first name and last name at A-O-L dot com. Got it. Uh, that's good.
04:00
Speaker 1
Yes, let's see, the model number is E18, our rabbit 106, 01903129.
05:00
Speaker 2
also verify your phone number, this flow number, Miss Tara, 843-287-2025. Um, all right. Now, can you provide me the model number and the serial number of your V-Ranger helices? Now. How about the serial number? All right. Let me just repeat. All right. Okay. So, um, let me also confirm, um, may I know who is your internet service provider? Oh, oh. Spectrum. Okay. All right. Okay. So, here's the thing, uh, Ms. Tara. I've checked here, your Linksys device. And just to set your expectations, this router that you have right now is actually already part of our end of life devices, which means we no longer manufacture this one. Also, um, looking at here, this device will also be included on our end of support products this coming July, which means that we will be no longer providing, um, technical support for this specific model. This router is actually working, but because it has opt.multicast feature, then we recommend you to work on the network. Okay. Right? One of our legacy router. It's quite an old one. And well, you would probably encounter some issues with this router considering the age of the router. And also, your internet service providers, Spectrum, has been upgrading their internet service connectivity this um since last year, you know, to keep up with the trend with with regard to Wi-Fi standards. And there's a possibility that your router won't be able to keep up with those updates. And also, it might be also caused by the firmware or the updates that comes from your Apple devices or the firmware uh that causes your router to uh have some um issues like compatibility issues and such. So, in this case, a new router might be a better option for you.
05:00
Speaker 1
Okay, so. Okay. I don't I don't know what that is. [silence]
08:00
Speaker 2
of the router which isn't able to, I mean, which is not compatible with the upgrades coming from the devices that you have. So what I can suggest if you can consider upgrading into a new router that would be great, you know, because right now most of the consumers or the customers are using mesh routers. That's the newest type of router at the moment. A mesh router, ma'am, is route a network or a system that consists of multiple routers interconnected to each other to create [silence]
08:00
Speaker 1
Okay. [silence] Bye. [silence] Okay. [silence] Okay. [silence] Yes. yes. [silence] Yes. yes. [silence] [silence] Okay. [silence] All right, I will do that. [silence] No, that's all. [silence] Okay. [silence] You too, thank you. [silence] Bye. [silence]
09:00
Speaker 2
You can try again.uh, all right all right, ma'am, thank you so much for your understanding. So is there anything else that can help you with, uh, all right, thank you for your time, uh, for calling the technical support, have a great day. Uh, miss. Charao. All right. Bye for now.
10:00