V2 Rubric Detail — 1b401768-605e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 21:41
Duration
20m 31s
Contact
Jerri Dover
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00132325
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400_No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall35.2% (-20.8)

V2 Grader Summary

The agent failed to resolve the issue and provided technically inaccurate information, including false claims about firmware and support policy. While some troubleshooting logic was present, key diagnostic steps and tools were skipped, and the agent deferred resolution to paid support and ISP technicians without exhausting best-effort options. Customer effort was increased, not reduced.

V1 Case Analysis

Phone shows new SSID Linksys-18290-5G and captive portal; other devices work. Agent confirmed out-of-warranty status, suggested factory reset, offered paid support. Customer declined and will contact ISP technician.

Troubleshooting Steps
  • Collected router serial number
  • Checked warranty status (out of warranty)
  • Suggested full factory reset
  • Offered paid-support session
Key Observations
  • Agent never verified Wi-Fi password or attempted to access the router admin page.
  • Basic troubleshooting steps (power-cycle, password check) were skipped.
  • Paid-support was offered before exhausting free troubleshooting.
  • Agent gave an inaccurate statement about firmware availability.
  • Customer saw a captive portal suggesting possible DHCP or gateway issue, not addressed by agent.
Positive Highlights
  • Collected and repeated the serial number accurately.
  • Acknowledged the customer's frustration and offered escalation path via ISP.
  • Explained that devices would reconnect automatically if old SSID and password were reused after reset.
  • Maintained calm and empathetic tone throughout the call.
Agent Errors / Gaps
  • Did not ask for or confirm router model number.
  • Skipped fundamental Wi-Fi troubleshooting (password, admin UI, power-cycle).
  • Prematurely offered paid support without confirming basic fixes.
  • Provided inaccurate firmware information (no updates since Dec 2024).
  • Failed to recognize captive portal as symptom of potential DHCP or internet handoff issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; customer declined factory reset and ended call without reconnection. No valid escalation, RMA, or confirmed workaround provided.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent suggested power cycling (which customer claimed was done) and proposed factory reset as next step. Did not verify WAN status, check password, or access router UI, but did identify a potential software glitch and offered a logical next action.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified device as out-of-warranty and offered paid support option. Also suggested contacting ISP technician, which aligns with ISP-provisioned device guidance. However, did not confirm if device was ISP-provided or attempt best-effort OOW troubleshooting like guiding through password entry or reset.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (can't connect to Wi-Fi) and inferred a software glitch due to firmware age. Asked about prior changes and suggested reset. Did not ask about password, ISP-provisioning, or perform deeper diagnostics, but showed logical progression from symptom to probable cause.
T2 Not Met Appropriate tools / resources used conf 90%
No use of diagnostic tools: did not guide customer to access router UI (192.168.1.1 or myrouter.local), check WAN status, or verify firmware version. Relied solely on verbal description despite available tools.
T3 Not Met No misinformation conf 95%
Agent stated 'no firmware since Dec 11 2024' and 'no further technical assistance for OOW devices' — both factually incorrect per KB. Firmware updates are not cut off arbitrarily, and OOW devices receive best-effort troubleshooting. These materially inaccurate statements mislead the customer.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control, asked for serial number, and attempted to guide through steps. However, call had long silences, unclear transitions, and lacked structured framing or agenda-setting.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language and repeated instructions. Did not consistently confirm understanding or adapt to customer’s expressed confusion and reluctance. Missed cues that customer was overwhelmed.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent created a case ticket and offered paid support, showing some ownership. However, deferred resolution to ISP technician and did not pursue troubleshooting steps within their control, reducing direct ownership.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested factory reset and contacting ISP, but provided no timeline or clear ownership of follow-up. Did mention case ticket, implying documentation, but no specific next steps or callbacks were committed.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within scope of L1 support despite OOW status.
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 85%
Agent expressed understanding with 'I totally' and offered apologies, but did not explicitly acknowledge customer frustration or repeated effort. Remained polite but somewhat scripted.
X2 Partially Met Tone & rapport conf 80%
Agent attempted to guide customer through steps but maintained a uniform pace despite customer’s confusion and hesitation. Did not slow down or simplify further when customer expressed difficulty.
X3 Not Met Overall experience conf 90%
Suggested full factory reset which would require reconfiguration of all devices — a high-effort solution. Did not offer lower-effort alternatives like checking password or accessing router UI to restore settings.
Call Transcript38 turns · 39 lines
Speaker 1
Yes, I was told - was given this number by ATC, a telephone company, I was having trouble with my links, with's on my phone and he told me to just
00:00
Speaker 2
Welcome to Lynxess 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, Dot, Dot, Com. Please have your device serial number ready for assistance. Press one now for out of warranty products. Paid support may be available to please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. thank you for calling. Linksys is out how can I help?
00:00
Speaker 1
Just call and talk to someone here and y'all might could walk me through what I need to do. Yes. When I go to Wi-Fi, it says it's not connected and then I go over here, the Wi-Fi's on but it says under my networks, it's always just been Linksys, but now it's got Linksys-18290-5GHZ and um, it's not working for my phone and I can't, we've been working on it and he he gave me this number to call to see if y'all could walk me through whatever I need to do. I'm sorry. Do what? Oh, let me see if I can find it. Where would it be? [silence]
01:00
Speaker 2
Okay, ma'am. So, um your issue for your Linksys router is that you cannot connect your phone? Okay. Can I have ma'am the serial number? Let me double check. Um, serial number of your Linksys router, can I have? Um, you will be able to find it at the bottom of the Linksys router.
01:00
Speaker 1
password, password, Wi-Fi address, that'll say S-E-N, serial number, alright, hold on, okay, I'm not seeming to get to it, the next works. [silence]
02:00
Speaker 2
No, s and, yes. Usually it labeled as s-slash-N and it composed of numbers and letters up to 14 characters.
02:00
Speaker 1
Would it not be like when I pull up settings under Wi-Fi? Oh, you're talking about my links. Oh, okay. Oh, okay, I was looking on my. Oh, it's actually on the, oh, okay, it's actually on that. Okay, hold on. Okay. Okay. Serial number. Is that what you need?
03:00
Speaker 2
No, ma'am. It's actually different, it's actually at the bottom of the links at router. Like, on the label or sticker. Links is router. Yes. Ah, okay.
03:00
Speaker 1
okay uh uh Slice N 30 N 10 M 28 A 1 8 2 9 0 yes. okay ELAJ telephone com
04:00
Speaker 2
Yes. Let me repeat that one ma'am just to make sure. That is three zero N one zero M two eight A one eight two nine zero.
04:00
Speaker 1
Yes. I'm sorry. Do what? Go over that again. Oh, on my phone. Let me get back to my phone. Okay. Okay. So go to Wi-Fi. Okay. I'm sorry, I want you. It says L-I-N-K-E-R.
05:00
Speaker 2
Okay. So basically for this router, sorry, is this the best callback number in case the call gets disconnected, the one that ends in? three nine six six. Okay. Right, to for your outer, ma'am, it shows the link sees 182 90 underscore 5 gigahertz. Is that the one that's showing? Um on um on your Wi-Fi settings on your phone. Um the Wi-Fi name yes, the Wi-Fi name. Okay. Yes. Go to Wi-Fi and then can you can you tell me again what's the Wi-Fi name that is showing on the available network?
05:00
Speaker 1
hold on, something else popped up. SYS Linksys 18290 dash 5G. Well, it's I think it's always just just pulled up as Linksys without a number. It just suddenly happened that we didn't have any power outages or anything.
06:00
Speaker 2
Okay. ... Okay. Okay, and then before. Before the wife, a name that you are only connecting is to the Linksys-18290. So what happened man prior to this issue? What have you noticed? Like was there any power outage or internet disconnection, or it just suddenly happens?
06:00
Speaker 1
yes the Wi-Fi password okay I don't I've never tried to connect it's the 18290 I've not ever tried to click I just got the where they come and uh the phone company comes and it's up everything and I've got
07:00
Speaker 2
Because what we can actually try to do here, ma'am, is that maybe, are you the only one who has access to this router? Okay. And did you create your own Wi-Fi password, or you're using the same Wi-Fi password that you can see at the bottom of your Linksys router? Uh-uh. Have you created your own Wi-Fi password before, whenever you try to connect to the Linksys 18290?
07:00
Speaker 1
[silence]
08:00
Speaker 2
Glitch, so that usually happens if you have the device for quite a while already and then the firmware is also outdated. So we no longer have any firmware for this one since December 11th of 2024. So what we could actually try is to have a full factory reset of the linksys router to remove any possible bugs or glitch that happened on the software of the router. So uh reset and then set it up in order for it to connect back to your internet service provider. However, for that one mam, it may not gonna be a guarantee that it will connect to your internet service provider considering that uh most of the internet provider right now along with uh other devices are too are also more often than not requires version two or and above. [silence] US. They're actually trying to cope up with the newer Wi-Fi technology, which is Wi-Fi 6, Wi-Fi 6E, and Wi-Fi 7. This one is using Wi-Fi 5 technology, but we could at least try to reset and then re-configure it. However, for this device, this device is actually showing as out of warranty on our system. So, usually, for out of warranty devices, we no longer provide further technical assistance. We actually need to avail our paid connect service, which is a one-time support for out of warranty. However, that will just cost you $15 for 60 minutes of troubleshooting. And then we will we will walk you through with the entire process to reset it properly, and then connect it back to your Internet Service Provider. However, just to add a disclaimer on that one, the even the paid connect, it's not going to be a garantee.
09:00
Speaker 1
Okay. Just been about a month now. I put a new router in, a new modem in. So it shouldn't be old or not have any thing.
11:00
Speaker 2
Well, we are not going to where is your phone connected? Is it connected to the Linksys router or to the modem box separate from the router?
11:00
Speaker 1
Our L.A.J. telephone company, everything has always worked. And this number with the links, just 18290 has just popped up today. It's never been on there before and it's not letting me connect. It says my Wi-Fi is not connected to the links anymore. But my phone, my TV, my TV, my TV works fine with it. It's my cameras, my outdoor cameras and my phone. It says it's not connected. It's offline. My television is not. No, my television's working fine. When on the modem, when it, the internet, we went through, we reset everything. The internet come on uh and everything came on, except the phone. And the phone was keep kept blinking. And it come up. It's come up with this links 1890 phone number. I mean, links network number, which has never been on there before. And.
12:00
Speaker 2
Yeah. More likely Mao Am. Sorry. So all of your devices are affected, right?
12:00
Speaker 1
It just says, my Wi-Fi is not connected on my phone. Are you talking about on my phone or on the number that's on the as my network? Okay, that's what it's showing. It pulled up, captive Wi-Fi. And it says Wi-Fi, captive Wi-Fi.
13:00
Speaker 2
Yeah, but your... But your... can you try first, ma'am? Can you try to select linksys182905Ghz? And then if it will ask for a password, can you try the default password that's underneath the linksys router? Can you try that one? Where? Okay. Okay. Okay. Okay. Sorry. Uh, so, on your phone, um, select the linksys182905Ghz? Yes. As your network. And then let me know if it will ask for a password. [silence] Captive Wi-Fi. Okay.
13:00
Speaker 1
and it says, let's get started, set up the wizard. Configure your router and get it connected to the internet. You'll be online for just a few minutes. It says I have to reset the device to factory settings. let me see. Is the Wi-Fi network link is not connected to the internet. Use without internet or use other network or cancel. Okay? It just put me back to the Wi-Fi and it says, it says no internet connection. under the link 18290.
14:00
Speaker 2
can we but do you have an option to continued on the page that you got right now [silence] try to use it without Internet hmm okay [silence] all right I guess we'll probably have man to do a full factory reset of this one and then set it up
14:00
Speaker 1
It is? Yes. I don't want to do anything. If if this is going to reset everything on my phone that I'd have to go back through and put everything on my phone. I don't want to go through my phone and have to reset everything and put everything back in. [silence] [silence] Uh [silence]
15:00
Speaker 2
we connect it back or create a new handshake with your internet service provider. So, um, with your modem, I think your phone is connected to the modem, right? Not on the linkStorage router? Okay. So we will not touch anything on the modem because we are also not trained for that one. Um, however, let me check my options here for the device. Can you provide me like an email first? I'll create a case ticket. Yeah, I totally. Well, [silence]
15:00
Speaker 1
We did. We did all that with the phone company. [silence] We're [silence]
16:00
Speaker 2
Well, probably, what we have to do, the one mom is that we have to reset it because whenever you tried to connect you actually get— have you tried to power cycle this router? Like, unplug it for three minutes and then plug it back in? Oh, okay. So, you already— Yeah, okay. So, you already did that one and it still gonna be the same, so. Um sorry, so, you already did that one and it doesn't improve the issue. So, our last resort is to really do have a reset to remove any possible glitch that caused that issue on the links router. So, um— So, once we reset everything, it will revert back to its default Wi-Fi name, which is the links.18290, and then set it up using your phone or your browser. And then along with that setup, um, you can use the same old Wi-Fi name that
16:00
Speaker 1
Um okay, this is uh, this is all getting complicated for me to do um, Okay, so I Oh, no.
17:00
Speaker 2
You've been using before, which was linksys only. And then, if you know the wifi password that you have before, then you can also use that one. So, once we're able to set up the linksys router, you'll be able to... most of your devices will just automatically reconnect. As long as you name the... as long as you name the wifi same as before and then you know the format of the wifi password that you have before, because it has to be the same spelling in format. Okay. Maybe, um, since your internet service provider is the one who provided you the modem and then also the linksys router, maybe we can get assistance from them. If they can send a technician over, they can help you out with the reset and then reconfiguration for the linksys router. Or if you have, or if you have some plans to access the modem, [silence]
17:00
Speaker 1
More than I do. Know how to do this more than I do. Okay, yeah, the ETC could send out a technician and maybe they could do this for me. So but, why would it, why would it just automatically change something for no reason from just links?
18:00
Speaker 2
Someone that knows, at least someone who can help you out, Because we actually really need to reset it and then set it up same as the old wi-fi name and password so you don't need to connect everything or every devices that you have so they will just automatically reconnect because they still recognize the old wi-fi name and wi-fi password. At least there is someone, Thanks. Well, usually, yeah, usually for that one if there is any like kind of interruption, especially if if there is any line interruption or too much overload of the system. That usually
18:00
Speaker 1
OK. I don't want to try this on my own, so I might have to just... [silence] weekend.
19:00
Speaker 2
...usually causes the glitch of the software. Sometimes, the router will actually refresh to remove and bugs and then, sometimes it will glitch and revert back automatically. especially, um, if um, you know, coming from the internet service provider if there's any line interruption or any update so that usually happens on the Linksys router. It usually will be fixed through a full factory reset because everything that that has bugs or glitch, that will be removed with the factory reset. And then it will function as normal again. At least you have, um, someone that can assist you. or um, maybe, yeah, I think it would be best if we can ask
19:00
Speaker 1
Technician. Okay. Okay, I will, see what I can do. Okay, all it is, okay. All right. Thank you. Bye. You too.
20:00
Speaker 2
Okay, but if anything else, if you have any additional concerns or questions, this is the only hotline number for Linksys, okay? All right. You're welcome. You have a great day still, okay? Take care.
20:00