V2 Rubric Detail — 1e47740c-644f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 22:04
Duration
37m 28s
Contact
Amy Kasten
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.62/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall38.5% (+4.5)

V2 Grader Summary

The agent failed to resolve the 'connected without internet' issue, skipping essential diagnostics like WAN status and ISP verification. While technically accurate steps were given and ownership was taken for follow-up, the troubleshooting was fundamentally incomplete and lacked empathy. No escalation occurred, and the outcome remains unresolved despite customer effort.

V1 Case Analysis

Customer reported Wi-Fi devices showing 'connected without internet' after SSID/password change. Agent used non-standard remote URL, changed SSID to 'Amy' and password to 1234567890, but new network did not appear. No WAN/Internet verification performed. Issue unresolved; follow-up email promised but vague.

Troubleshooting Steps
  • Initiated remote support via unsupported URL (join.z...)
  • Requested router admin password
  • Changed Wi-Fi SSID to 'Amy' and set password to 1234567890
  • Applied changes and asked customer to reconnect devices
Key Observations
  • Agent did not verify router model, serial number, or warranty status.
  • Remote support URL (join.z...) is not a Linksys-supported URL, indicating a serious accuracy error.
  • Agent changed SSID/password without confirming WAN/Internet status or whether the router was broadcasting the new SSID.
  • Customer remained unable to see or connect to the new network after changes.
Positive Highlights
  • Agent attempted to assist via remote session.
  • Attempted to change SSID and password to simplify connectivity.
Agent Errors / Gaps
  • Used an unsupported, non-Linksys remote support URL (join.z...), violating protocol and accuracy.
  • Failed to collect essential product information (model, serial, warranty).
  • Did not verify WAN/Internet status before changing Wi-Fi settings, a critical troubleshooting step.
  • Did not confirm that the new SSID was broadcasting or that internet connectivity was restored.
  • Ended the call with a vague follow-up promise instead of structured next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still reports 'connected without internet' at the end of the call; no resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 94%
Agent changed Wi-Fi name/password but did not check WAN status, modem sync, or ISP connectivity — skipped fundamental diagnostics for 'no internet' issue.
R3 Partially Met Correct resolution path conf 91%
Agent attempted a configuration fix (SSID/password change), but failed to escalate or consider factory reset/recovery key despite persistent failure.
Technical Accuracy
T1 Not Met Technically accurate info conf 92%
Agent identified symptom but asked no diagnostic questions about modem, ISP, or WAN; assumed issue was Wi-Fi name without isolating root cause.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent used remote access tool but failed to access router admin interface to check WAN status, logs, or internet settings — missed critical tool for diagnosis.
T3 Met No misinformation conf 96%
Instructions to change SSID and password were technically correct and aligned with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic control but had long silences, unclear transitions, and no initial agenda setting.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not confirm understanding or adapt to customer confusion about missing network.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership by promising to follow up via email and callback.
O2 Partially Met Proactive follow-through conf 90%
Agent committed to email and callback but did not specify when, leaving timeline unclear.
O3 Not Applicable Closure confirmation conf 97%
No prior case history referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation performed and none was clearly warranted given unresolved troubleshooting path.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent offered no acknowledgment of frustration or empathy; closed without validating customer effort.
X2 Not Met Tone & rapport conf 91%
Agent did not adjust tone or pace when customer expressed confusion; failed to re-engage during disconnection.
X3 Partially Met Overall experience conf 88%
Agent performed remote actions but required customer to repeatedly restart devices and check networks unnecessarily.
Call Transcript53 turns · 63 lines
Speaker 1
This is Lynxis technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lynxis specialist. Uh, hi, Amy. This is Paola from Lynxis customer assurance team, level two, and this call is recorded for quality assurance purposes. Hello, ma'am. Hi. I was fine. Thank you for asking. Amy, now, here's what we're going to do, okay? Uh, we're um, we're going to last in the time, but uh, this is the option if you don't want to. The last time we spoke, we can wire a computer directly through Lynxis router. Would you like to do remote access or you want to do the step-by-step instruction? Hm. All right. All right, no problem, I'm going to prepare the software while you're going to the computer.
00:00
Speaker 2
Hi. How's it going? We can do remote access is fine. I don't You're so much quicker than me and I don't know what the hell I'm doing. So we'll just do it that way, okay? Okay, well hang on because I just drove up at home and I'll go in. [silence]
00:00
Speaker 1
It's okay. I'm also preparing. Okay. I see. To do this, I'd like you to open up a browser first and when you do, I'd like you to follow this, um, I mean, type this onto the URL, the one on the address bar. It's going to be H T T P S, colon.
01:00
Speaker 2
okay. I got it going. okay. yeah, whenever you, I'm ready whenever you are. right? okay. okay. H-T-T-P.
02:00
Speaker 1
okay and then 2 forward slash and then the word join J-O-I-N after that period and then the word zuho it's going to be Z for Zulu O for Oscar H for Hotel O for Oscar.com yep I have it ready It's going to be uh 8 6 5 0 7 6 1 7 4.
03:00
Speaker 2
okay right Okay. Join remote support session.
03:00
Speaker 1
[silence] it's gonna ask you for your name. [silence] Now, um, [silence] [silence] if you go to the, uh, downloads folder, [silence] there will be uh a software that has been downloaded. [silence] It's named Z [silence] yes. This is okay. [silence] just opened. Yeah. [silence] Once you click it, it will initialize. After that, there will be an activity in my computer joining our computers.
04:00
Speaker 2
Okay. Okay join session. Go. Okay, I have to agree and download. Okay. Okay, it's the O connect, ugh, yeah, and then it's there's download, oops. Okay. Just open the file. Okay. Okay. Okay. Okay. Okay
04:00
Speaker 1
All right, uh, there's an activity now I believe. You need to click join right there, or allow. And, all right, there we go. Um, I'm seeing your computer now. Okay.
05:00
Speaker 2
Doing some stuff. There you go. Okay. Yeah. Okay.
05:00
Speaker 1
Ah, okay. Do you have a router password? Yep. Yes, yes, that's right. Yep. right, delim, Saving this. so actually that's the next troubleshooting that I'm gonna do so um you changed the name and the Wi-Fi name and... and when you did this uh the other night did uh any of your wireless connection connect I mean uh wireless device connect and
06:00
Speaker 2
Okay, yeah, spinning. I had noticed on that previous screen because the other night we had changed the name of the router. And so there's two different names. See, there's castan BR549. And then Hornit. And the Hornit was the new one. So, yeah. If we want to we can just change that. Oh, okay. Yeah, this this that that top one. The 2.4, that was the name I always had on there. And then the Hornit is the, the second one we just were fooling around with it the other night. And that was the one I just put in. But I've never used that. No. No.
08:00
Speaker 1
Oh Okay. You were actually, you were ahead of me, but yeah, that's actually correct. That's my, uh. Well, let's go to that device that we used the last time. It was the iPhone and you have one tablet. and since the name has been changed, let's try it, or test it. [silence]
09:00
Speaker 2
well, you, you told me how to do it, so, you talked me through that the other night, but yeah, I don't know if that needs to be changed back to the same one or what, so. I'm just. I have a it's a it's an Android and they're both Android things, but yeah, um, on my phone. Okay, okay, let me get my tablet cuz it's of course put away. Let's find that. Okay, it's on. I'll just stay right here. What's it say with the is this one. Let's see, what is this? Okay, and they're both, they are saying the, the network is the cast and BR 549 and the tablet says connected without internet and so does the phone. Bye.
09:00
Speaker 1
I think there's another one that we will try. OK. Can you uh, check again, uh, with those two devices. The one that is connected to the 2.4 and the one that is connected to the 5 gigahertz.
11:00
Speaker 2
okay. recipe good. recipe is always in that container. that recipe is always in that container. it might be in the cabinet up there. yeah okay. well they're both
11:00
Speaker 1
Uh, I know you did this. I just want to make sure. So, if you open, uh, a website, like, um, YouTube or Facebook, Just want to note cuz this will be part of my, um, disdescription. And, uh, this call is recorded. Just in case they will ask me. Uh, can you open, uh, a browser, try YouTube or any websites.
12:00
Speaker 2
okay they're both saying they're connected they don't recognize the Hornet they don't find that at all but they do find the Caston VR549 which is the 2.4 and they both say connected without internet. okay uh
12:00
Speaker 1
so meaning you're able to uh open Facebook right uh how about this can you try um opening um youtube.com the reason why I'm asking for YouTube um is because um is there uh videos okay um [silence]
13:00
Speaker 2
I have a Facebook opens, but I don't think anything's new. I think it's all old stuff. Yeah. Yeah. But it's Okay. Yeah. Yeah. Okay. I'm open in YouTube and it's circling. The circle of death. [silence]
13:00
Speaker 1
I have a question. Uh, I only. Uh, it's offline right here. Offline connected. Uh, let me take a screenshot of this.
14:00
Speaker 2
Yeah, it's not coming up with anything either. Yeah, no, it's not coming up with anything. It's just circling. It doesn't open anything. Yeah. Just circle. Yes, sir.
14:00
Speaker 1
One more thing. The name is the same. The bastard is the same. We're just going to change the uh... I I I I don't know. We're going to make it open okay, meaning once you're going to reconnect those devices. However, uh, after this, I'm going to: Do you have a copy of this password, right? Both of these? Okay. Um, because uh, uh, I'll put this back after, once we're done.
15:00
Speaker 2
Okay. Okay. Yeah, I know it. I know it. Okay. Okay.
15:00
Speaker 1
Ken you're reconnected now. This time it will not ask for a password.
16:00
Speaker 2
Okay. Let me try it. Okay.
16:00
Speaker 1
Same thing. All right. I know you made some changes on the Wi-Fi name. What was the original Wi-Fi name that you had? Okay, they're both the same. Okay. Now, we're getting ...
17:00
Speaker 2
Uh, it says connected without internet. Same thing. Let me check my phone. Yeah, connected without internet. The cast and BR 549. That's the one that was original. But that foreign, that wasn't.
17:00
Speaker 1
hold on, I'm gonna just take a screenshot. Save the screenshot, I mean. I'll call this Amy. What's going to do is that we're going to change the name, the whole name itself and the Wi-Fi password and reconnect.OK? But we'll put back the same name later. So what we can make up one. How do we do name this? A-M-I, network. Make it simple. [silence]
18:00
Speaker 2
Okay. Okay. Yeah. Okay. Okay. That will work.
18:00
Speaker 1
0 and we're ending with a space so we'll just make the same thing uh... the password came back and then one two three four five six seven eight nine zero. The remote access will not disconnect because Um...This is wired. yep, let's see those devices right now. I mean, uh, Wi-Fi names. Let's try this one. Um, that's strange. Ah, this computer is just for wired, right? I see. You don't see the name. Uh, can you turn off and on the the Wi-Fi? (computer beep)
19:00
Speaker 2
It is wired. Oh yeah, okay. I've got nothing. I see the neighbors. Uh they're looking they're uh Wi-Fi. But um, well it it says it's looking for, yeah it's looking for a different one. I don't see the Amy at all. Yeah. Yes. Yes.
20:00
Speaker 1
[silence] Not me. I know it's being saved.
21:00
Speaker 2
it's off. And, um, turn it back on. And my, I'm using it on my tablet now and it sees my phone and the neighbor's Wi-Fi. And it says, uh, current network is the cast FB. R.549 but connected without Internet again. That's the same thing I've always had. But I don't see the Amy network anywhere on here. Let me hit this. Yeah, I don't know. It's not, uh, let me type this in and see if it'll find it that way. R, K, go.
21:00
Speaker 1
The name is not seen. Can we try on the other device? At least. Okay.
22:00
Speaker 2
yeah it's not seeing it at all yeah I don't see Amy network anywhere on here uh yeah I I'm trying it again just to make sure I didn't do something stupid yeah it's uh it is not having it okay let me try it on my phone I don't know scanning for networks and then that cast and br 549 comes up yeah
22:00
Speaker 1
Is that, uh, under Connectivity? You said... Because, uh, it's supposed to change by now. Um, uh, my question... Yeah, that... That... Wait, uh, show up... Show available networks is not there. That 8M network. Okay. Uh, It's not showing up after that. Now, uh, you're using the tablet right now, right? Okay. Let's go back to the tablet.
23:00
Speaker 2
I don't know how that's possible, uh. Uh checking connected without. Yeah, and I've got no other. Yeah, it should have. Available networks. I see the neighbors. But yeah, that's it. Correct. It's not under available networks. It's a current network as that cast and BR 549. But uh, connected without internet is all it says. And that seems strange because you change the name on the thing. So that should be showing up. Should it? I'm on the phone right now. [silence]
23:00
Speaker 1
and can we restart the tablet?
24:00
Speaker 2
okay? yes okay restart it it's thinking okay
24:00
Speaker 1
Are... restart... the restart. Oh, it's okay. Turn off express try... outlet.
25:00
Speaker 2
things Oh, good grief. Come on. There. Okay. Now it's going. Okay. Settings. Will try Wi-Fi. And turning it on. Okay. Good job. Okay, I've redone my tablet. You also restarted and it started. Did video job with your monitor. Over, [silence]
25:00
Speaker 1
Before I change this, okay? I took a screenshot so that I will put this pack. Exactly as it is. but you know the password, so, DR. Oh, there it is. Uh, [silence] [silence]
27:00
Speaker 2
Still, um, saying my current network is cast and BR549, and it finds my phone and the neighbors, but there's no Amy network on it. I have the same available networks on both devices. It's the same, same setup. Okay. Yeah. Oh, okay. I think they were both,
27:00
Speaker 1
Let's try this one and now we're gonna make this the same. Can we type your uh wi-fi password right here? Um, that's it right? Yep. Oh, by the way, I'm I think we can't copy and paste this one. Ah, yeah, I can't. That's it. Okay. Click apply. We're gonna select not now.
28:00
Speaker 2
that same name before, but whatever you want to do. Okay. Okay. I'm down here. Yeah. that's all right. You get it right. A.J., so I think that's it. Yeah. Yeah, fine. [silence]
28:00
Speaker 1
[silence] and you can check again [silence] I see. Uh, let me check uh what else? Cause they provided me one. Uh, where is that browser?
29:00
Speaker 2
checking again turning the Wi-Fi back on it says connecting it found cast and BR 549 and it's checking the quality like it always does connected without Internet [silence]
29:00
Speaker 1
uh let's try this oh I'm gonna need your router password again Can you check the tablet? [silence] same thing, . alright. okay, well, um, yeah, I have to get back to the team with this and uh, tried a couple of things with uh, their recommendation in mind. Other uh workarounds still it didn't work. And uh, let me just check this uh, Spectrum. So they usually provide uh just a plain modem. I don't think it's going to affect it. But uh, at the back of the Linksys router, um, Amy, we have an Ethernet uh Ethernet cable connect.
31:00
Speaker 2
Connected without internet. Okay. Yes. Yes. Correct. No. Correct. Okay. Yes. Okay. Okay. Okay.
33:00
Speaker 1
more control your computer and um uh I'll update you via an email or process a call back, okay? and um ah yeah, you can put back your original name um um Amy, okay? it's fine now, cuz uh we we tried 2.4 chain uh five five bigger's been changed, we changed it entirely, yeah and um uh yeah Yes. All right. Thank you for the time, Amy. Let me do my job as well. Uh sending an email uh to them, okay? I appreciate it. And and to know more about the Linksys product, you can visit linksys.com. You have a wonderful day, okay? Take care. Bye now. Uh I'm going to send an email and then um once I have uh response, I immediately call you back. Uh probably it's got you're going to be at work or send you an email, Amy. Okay? Um, all right. You're most welcome. Yeah, I
35:00
Speaker 2
waiting waiting waiting [silence] okay okay now it's all back okay. oh yeah okay okay. sounds good. okay okay when am I going to hear from you again? Do you know tomorrow? okay okay yeah that works too. Okay. Paulo thank you very much. I'm sure wishing we could have got it, wish we could have got it going but uh okay.
36:00
Speaker 1
I was hoping to. Alright. Anyway, bye now.
37:00