V2 Rubric Detail — 2285f66c-7fe1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 00:07
Duration
13m 35s
Contact
907-529-1260
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#EOS00137187
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_E5400

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.25/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall16.0% (-40.0)

V2 Grader Summary

The agent failed to resolve the captive Wi-Fi issue due to incomplete troubleshooting and materially inaccurate technical guidance (conflating admin/WiFi passwords, omitting local URL), resulting in unresolved customer frustration. Poor call control, lack of ownership, and absence of empathy/expectation-setting compounded the failure. Assessment 3's confirmation of T3 inaccuracies precludes auto-zero, as this was a technical inaccuracy rather than a critical compliance failure.

V1 Case Analysis

Customer reports intermittent Wi-Fi loss and captive-portal pop-up on EA5400 (SN 30N10M25D). Agent suggested power-cycle, access router UI via Ethernet, verify default Wi-Fi credentials, and consider upgrading. No fix confirmed. No case created.

Troubleshooting Steps
  • Collected customer contact and device information
  • Suggested power-cycling the router
  • Advised connecting a computer via Ethernet to access the router's web interface
  • Instructed to verify default Wi-Fi SSID and password on the router label
Key Observations
  • Agent misidentified the customer's router model as 8540 instead of E5400.
  • No verification of WAN/internet status or physical modem-to-router connection was performed.
  • Agent prematurely suggested upgrading to a newer model without exhausting basic diagnostics.
  • Agent name changed mid-call (Sona → Sarah) without explanation.
  • No HappyFox case was created despite having sufficient customer and device information.
Positive Highlights
  • Collected customer's email, phone number, name, model, and serial number.
  • Suggested power-cycling the router, a valid first step per universal troubleshooting guidance.
  • Correctly advised accessing the router via http://192.168.1.1 or http://myrouter.local, which matches EA series access per KB.
  • Instructed customer to verify default Wi-Fi credentials on the router label, aligning with standard connectivity guidance.
Agent Errors / Gaps
  • Incorrect model number identification (stated 8540 instead of E5400).
  • Failed to confirm router-to-modem connection or WAN status, missing a critical troubleshooting step.
  • Did not create or reference a HappyFox case number, violating protocol.
  • Provided upsell suggestion before confirming a fix or completing troubleshooting.
  • Misstated that the device 'has reached end of support' without verifying warranty or support status — claim was unsupported and premature.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not confirm resolution of captive portal issue; customer disconnected after generic steps without verification of success. Transcript ends with 'Nope. That'll be all. Bye-bye.'
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested power cycle, accessing setup page, and checking default credentials, but missed critical diagnostics (WAN status, DHCP, post-step connectivity verification). Steps were incomplete and not systematically verified.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified EA5400 as end-of-support and offered best-effort troubleshooting (reset, upgrade path) without dismissing customer. However, troubleshooting was insufficient to meet full OOW standard expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent collected model, serial, and email but omitted key diagnostic questions (modem status, DHCP, prior troubleshooting). Identified captive portal symptom but failed to narrow root cause.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools (remote session, logs, speed test) were used or required for this local configuration/access issue. Agent appropriately handled without tool dependency.
T3 Not Met No misinformation conf 95%
Agent stated 'default router password should be admin' without distinguishing it from WiFi password, causing confusion. Also omitted required local access URL (192.168.1.1) per KB. Assessment 3 confirms this violates technical accuracy standards.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost call control with frequent silences ('[silence]'), abrupt transitions, and unannounced holds. Failed to set expectations or maintain forward momentum despite customer confusion.
C2 Not Met Confirmed understanding conf 95%
Agent used jargon ('setup page', 'WPS light') without adaptation or comprehension checks. Repeated phonetic spelling requests despite clear info, and talked past customer's guest-network confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent offered no follow-up commitment, took minimal ownership ('I don't know...'), and effectively directed customer to self-service or purchase without ensuring resolution. Transferred responsibility without documentation.
O2 Not Met Proactive follow-through conf 90%
No next steps, timelines, or follow-up mechanism provided. Agent ended call after generic advice ('try this or upgrade') without callback/email offer, despite customer expressing repeat-contact history.
O3 Not Met Closure confirmation conf 90%
Customer stated 'my second time' calling, but agent ignored prior history and re-asked all details (email, model, serial) without referencing prior case data. Assessment 4 confirms case-continuity failure.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred, and none was warranted — issue was within L1 scope despite device age. Customer did not trigger escalation criteria (no management request, hardware fault, or legal risk).
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation executed; therefore execution cannot be assessed. Agent handled issue at L1 level appropriately given context.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent used scripted empathy ('thank you for patiently waiting') without specific acknowledgment of frustration or repeat-contact fatigue. Remained transactional and solution-focused without emotional validation.
X2 Not Met Tone & rapport conf 95%
Agent maintained monotone script, failed to adjust pace/tone for customer's confusion, and ignored emotional cues (customer's repeated efforts to explain issue). One-size-fits-all approach caused disengagement.
X3 Not Met Overall experience conf 95%
Customer repeated email, serial, and model multiple times due to agent errors in data capture and unclear instructions. Agent created unnecessary friction through repeated spelling requests and omitted agent-side actions (e.g., pre-filling emails).
Call Transcript22 turns · 22 lines
Speaker 1
Hi, my name is Dakota Lippert. I'm a resident at Garden Loss apartment um and Salt Lake City, Utah and I just needed help with my router um last night around 10 30:00 p.m. Um it the Internet connection decided to go down and for some odd reason when trying to reconnect, I'm trying to like it pops up a captive Wi-Fi, um um I guess pop up and I have a media package with my unit and it's supposed to just automatically connect to the Internet. So, I don't know why that's popping up. So, I just wanted clarification on steps on how to reset it.
03:00
Speaker 2
Thank you for calling lycia's technical support, my name is Sona, how may I help you today?
03:00
Speaker 1
Okay. Okay. Perfect. No, it's my second time. Um, my first time I want to say was maybe in January or February. Yes. Mm-hmm. Yeah. Mm-hmm. Uh, yes, for sure. Um, it's going to be Dakota D and Tanya. Tanya. Mm-hmm.
04:00
Speaker 2
Okay. It appears that your computer is connected to the to the guest network and not to the main network at the moment. That's why you are prompted to enter a password in a browser. Let's check farther on this together, okay? By the way, is this your first time contacting Linksys technical support? Mm-hm. I see. Okay. Are you contacting us for the same model? Okay. May I have your email address please, so I can check your record in the system. And can you please spell it out for me? May I have your email address? And can you please spell it out for me using phonetics? [silence]
04:00
Speaker 1
Yes. A-K-O-T-A-L-I-P-P-E-R-T-9-0-7 at, at gmail.com. Yeah. Lippitt. It's, Yes. K-O-T-A dot L-I-P-P-E-R-T-9-0-7 at gmail.com.
05:00
Speaker 2
Okay. Okay. Okay. So, your email address is Dakota dot Lima India time. Oh, okay. A, A, A. Can you... Okay. E-R-T, as in Tango. Okay. Thank you so much. Let me check if we can find the record in the system. Okay. The best number to call you in case you get disconnected is 1-9075-291-26. Zero. Is that correct?
05:00
Speaker 1
Yes. Yep. Uh, first name is Dakota D A K O T A. Last name is lippit. L I P P E R T. Um. I have the serial number. Okay. It's three, zero, N as in Nancy, one zero, M as in Megan, two, five D as in Dakota.
06:00
Speaker 2
Okay, I apologize. I cannot find your record in the system. May I have your first name and last name, please? And can you please spell it out for me using phonetics? Okay. Thank you, Dakota. Now, may I have your may have the model number and the serial number of the product? You can find it on the sticker underneath the device or on the box that came with it. And Okay. Okay.
06:00
Speaker 1
one nine zero eight nine mm-hmm the model number yeah E 5400 Yes, I am um the like like AT&T and all those folks uh yeah um I have Verizon okay [silence]
07:00
Speaker 2
okay let me check one moment please is the model number of your router the 8540? okay are you calling from the United States right now who is your internet service provider yes yeah correct AT&T okay thank you so much and um by the way I know the current wifi name of your Linksys router the main wifi name
07:00
Speaker 1
Uh, the Wi-Fi name will be lindsay, L-I-N-K-S-Y-S-1-9-0-8-9. Um, at the moment it is not connected to that. Mm-hmm. Of course.
08:00
Speaker 2
Okay. All right. Now, can you check if your computer or device is connected to that wifi name? I see. Okay. Thank you so much. By the way, let me check this real number of your product. Can you give me two minutes? All right. Thankyou so much.
08:00
Speaker 1
okay. okay yeah um so the I just for clarification is the does the router not work for internet access anymore or or is it just okay uh yeah uh the only
09:00
Speaker 2
Thank you for patiently waiting Dakota. I just, want to be upfront with you. This model has reached end of support, so it no longer receives firmware updates or active fixes from Linksys. But I can still walk you through a few practical steps that often help. And afterward, I'll email you a sales help guide you can keep, okay? It should still work. It should still work as long as the router is connected to the modem with an active internet connection. Is the modem now wired to the internet port of the Linksys router? [silence] Okay.
09:00
Speaker 1
The issue that I was having was that the WPS light kept turning itself off and the last time I tried to connect and reconnect it to the internet on a call like this, that's what I just had to do was just like turn that on and make sure both the internet and the WPS lights were on. So, I'm not quite sure if maybe like the that's the issue now, but like I said, it keeps turning itself off. Okay. Okay.
10:00
Speaker 2
Right. I see. Okay. Okay. So if the WPS keeps turning off on the router, it usually means that it's only temporarily enabled or the router is rebooting itself. Okay. So did you try to power cycle the router already? Like unplug it from the power source and then plug it back.
10:00
Speaker 1
Right, yeah, I tried all the all the different plugs and everything and that, turning it, plugging it in and out and everything, but it doesn't seem to have like reset it or anything like that. [silence] [silence] [silence] [silence] [silence]
11:00
Speaker 2
[silence]. Okay. I see. So thank you so much. What you can do for now is to wire a computer to the Linksys router and then try to access its setup page. If the setup page is accessible, you can double-check the WiFi name of the router and then change it to your desired WiFi name as well as the password. But if you can no longer access the setup page of the router, you can reset and reinstall it from scratch. Okay. By the way, the default router password should be admin. However, as much as I would like to walk you through with the whole process, the device has
11:00
Speaker 1
okay okay got you okay [silence] okay okay yeah it yeah I'm just within a park.
12:00
Speaker 2
Okay. No, the Wi-Fi password is not admin. You can find the default Wi-Fi name and the default Wi-Fi password underneath the router. Yes, correct. Yeah. And then you can make sure that you connect your computer to that WiFi name and enter the correct password. By the way, you may also consider upgrading your router to the latest model. Wi-Fi technology has moved along since this model was released. So, if these steps don't resolve the issue, the next option is upgrading to a newer product. So, there are newer links' models available in Amazon or at your local stores. Okay? Thank you so much. I don't know.
12:00
Speaker 1
Complex. So the router came with the unit? So that's that's I just wanted to make sure I got all the right information. Nope. That'll be all. Thank you. Bye-bye.
13:00
Speaker 2
Okay. Oh, I see. Okay. Just make sure to connect to the default Wi-Fi name, and enter the password located underneath the router, so you can connect to the network. Okay. You still have other questions that I can help you with today? Okay. Thank you so much for contacting Links' technical support. Once again, my name is Sarah. Have a great day. Take care. Bye-bye.
13:00