V2 Rubric Detail — 17e96b54-7635-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 16:43
Duration
6m 29s
Contact
Milton Barman
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135666
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: 5Ghz bands is not showing_WRT1200AC

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall47.2% (-8.8)

V2 Grader Summary

The agent correctly identified that band separation requires the web UI and that the WRT1200AC is an older model. However, the agent failed to perform any troubleshooting or provide login guidance, instead declaring the device unsupported and ending the call by promising an email link. This resulted in an Unresolved outcome and a failure to meet the OOW best-effort troubleshooting standard.

V1 Case Analysis

Customer unable to access 5 GHz band and login to WRT1200AC. Agent incorrectly stated the device is unsupported and only promised to email a generic guide without troubleshooting.

Troubleshooting Steps
  • Collected serial number, model, ISP, name, and email.
  • Promised to send an email with a link to the router's web interface.
Key Observations
  • Agent provided incorrect information about support eligibility for WRT1200AC.
  • No troubleshooting steps were given to enable the 5 GHz band or resolve login issues.
  • Customer was left with only a self-service email, leaving the issue unresolved.
Positive Highlights
  • Collected essential customer information efficiently.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Incorrectly stated that technical assistance is no longer provided for WRT1200AC, which contradicts the KB guidance that support is available for this model.
  • Failed to provide any troubleshooting steps for enabling the 5 GHz band or resolving login issues, despite these being common and documented procedures.
  • Did not verify if the emailed guide would address the customer's specific issues.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide a path to resolution; only promised to send an email with a link, leaving the 5 GHz band and login issues unaddressed.
R2 Not Met Diagnostic thoroughness conf 90%
No actual troubleshooting steps were performed (e.g., checking admin password, attempting login, verifying factory reset status); agent skipped to email without diagnostic steps.
R3 Not Met Correct resolution path conf 95%
Agent declared device unsupported and offered no best-effort troubleshooting (e.g., factory reset, login guidance), violating OOW standard requiring meaningful assistance even for older models.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (missing 5 GHz band) and asked for serial number, but failed to ask key diagnostic questions (e.g., can customer log in, has reset been tried).
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used (e.g., remote session, KB lookup for WRT1200AC reset steps, login verification); reliance on email-only support ignored tool availability.
T3 Met No misinformation conf 95%
Agent correctly stated that band separation requires web UI access (not app) and accurately identified the WRT1200AC as an older model no longer under standard support.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set a timeline for email delivery but did not frame the interaction, manage expectations about limited support, or guide through problem-solving steps.
C2 Met Confirmed understanding conf 90%
Agent used simple language, confirmed customer’s email, and avoided technical jargon, adapting to customer’s apparent comfort level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a case record, stayed on the call, and did not transfer, demonstrating ownership despite limited technical follow-through.
O2 Met Proactive follow-through conf 90%
Agent provided a specific next step (check email in 3 minutes) and timeline, fulfilling follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the nature of the issue and agent’s decision to handle via email.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite but offered no acknowledgment of customer frustration or repeated effort; minimal empathy shown.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a calm tone and repeated information (email), but did not check for understanding or adapt to customer’s expressed confusion.
X3 Partially Met Overall experience conf 80%
Agent collected serial and email which may already be in system, but otherwise avoided unnecessary repetition; email delay added minor friction.
Call Transcript12 turns · 13 lines
Speaker 1
Hi how are you? Um I'm trying to get my router to rest uh to uh factory either factory or or um
00:00
Speaker 2
Hi, thank you for calling Lynxys Technical Support.
00:00
Speaker 1
[KEEP_UNCERTAIN] For the past couple of uh weeks, I've not um able to um access the 5Ghz uh option. It only gives me the 2.4. So how do I get the 5G back? I'm trying to log in. It does not allow me to log in or anything. [silence] I see. Uh I don't know again. I don't know how to do any of that. Okay.[silence] Yes. Okay. Seria, Madre. Alright, it's [silence] [silence]
01:00
Speaker 2
Oh in order for you sir to separate your Wi-Fi bands you need to log in only to the website not to the app cuz you can not you will not have an option to to to separate the Wi-Fi bands there in the phone. Can you confirm to me sir what's the serial number for your device please.
01:00
Speaker 1
It's going to be 1, 6 R as in Robert 1, 0, 6, 0, 9, 5, 0, 0, 8, 3, 0. Uh spectrum. Yes, sir. I have a man, sorry. Yes. Okay. Milton M I L T N last name Barman.
02:00
Speaker 2
Okay. Maybe take a look. Baenosio, who's your internet service provider? The product that you have their WRT 1200AC? Uh, is this the first time Sir you called links in? Okay, let me create first, um, a record for you in the system. I know your first name and last name.
02:00
Speaker 1
Darren milton, gonna be my first name last name, one two three four five at gmail.com. Not bad.
03:00
Speaker 2
I'm sorry. Your first name again, please? Okay, thank you. How about your email address? Okay, thank you. Give me just three minutes, sir. Let me just fill in everything first in the system before we proceed. Thank you. All right. Now, Sarah was able to create a record for you in the system. However, this area is based in our records here. [silence] All right. Now, Sarah was able to create a record for you in the system. However, is your base in our records here?
03:00
Speaker 1
Of course, Yeah. Uh-huh, Really? Okay, Yes, please. Correct. Correct.
05:00
Speaker 2
Sorry, say that again. I'm going to double check the router that you have. It is part of our first generation router, meaning to say, aside that we no longer manufacture this kind of device. We no longer also provide technical assistance for your router. Now what I can do for you, sir, is for you to be able to check if your 5 gigahertz Wi-Fi band is turned on or you need to separate the Wi-Fi bands. I can only send you an email so that you can click that link. It will let you log in to the website. That's for free. Okay. Alright. Again, your email address is MiltonBarmon12345@gmail.com. Is that correct? Okay. Uh after our call, sir, give me 3 min to send you that email.
05:00
Speaker 1
that alright. uh that's it. Thank you. You too. Okay.
06:00
Speaker 2
And then after three minutes, that's the time you're going to refresh your email and check if you're able to receive the troubleshooting guide. Okay? Okay, thank aside from this, will there be anything else? Okay, thank you so much, and you have a nice day. Just wait for my email. Thank you. Bye-bye.
06:00