V2 Rubric Detail — 2446d8b6-6922-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 01:24
Duration
5m 50s
Contact
Marsha Lawson
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133534
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
—
Ticket subject: EA6100_Unable to connect to the guest network.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall32.5% (-23.5)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting for the guest network issue, despite it being a common, documented scenario. They correctly identified the device was out of warranty but violated the OOW standard by not offering best-effort support. The call ended without resolution, next steps, or empathy, resulting in an unresolved outcome.

V1 Case Analysis

Guest Wi-Fi connection fails with wrong password error on three phones. Agent cited EOL firmware, skipped standard guest network troubleshooting (toggle, reboot, password verification), and offered $15 paid support. Issue unresolved.

Troubleshooting Steps
  • Asked if router had been power-cycled
  • Suggested firmware may be outdated due to EOL status
  • Offered factory reset
  • Offered $15 paid-support session
Key Observations
  • Agent skipped all core Guest Network troubleshooting steps (toggle, reboot, password verification) as outlined in KB 'universal_guest_network.md'.
  • Incorrectly attributed the issue to firmware/end-of-life status without validating basic settings or accessing router configuration.
  • Paid-support session was pushed without confirming customer interest or explaining the specific troubleshooting that would be performed.
  • No attempt made to verify or reset the guest network password, a fundamental first-step fix for this issue type.
  • Agent failed to guide the customer to access router settings (http://192.168.1.1 or http://myrouter.local) to inspect guest network status.
Positive Highlights
  • Accurately collected model number (EA6100) and serial number (10605511586) from the customer.
  • Correctly isolated the issue to the guest network by confirming main Wi-Fi functionality.
  • Maintained a polite tone throughout the call despite customer frustration.
Agent Errors / Gaps
  • Skipped mandatory Guest Network troubleshooting steps: toggle guest network OFF/ON, verify guest password, reboot router (per KB requirements).
  • Misattributed the issue to firmware/end-of-life status without attempting basic fixes, providing misleading technical guidance.
  • Pushed a $15 paid-support session without confirming customer interest or explaining what specific troubleshooting would be covered.
  • Failed to access or reference router settings to verify guest network configuration or status.
  • Did not mention or attempt the most common fix: rebooting the router for 30 seconds (per KB).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the guest Wi-Fi connection issue and closed the call by offering a paid session without confirming any resolution.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped essential troubleshooting steps like checking guest network settings, toggling the network, verifying password, or rebooting — all standard per KB for this issue.
R3 Not Met Correct resolution path conf 96%
Despite the device being out of warranty, agent failed to provide best-effort troubleshooting (e.g., reboot, password verify) as required by OOW standard and instead immediately pivoted to paid support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (guest devices can't connect, wrong password error) and confirmed main Wi-Fi works, but did not investigate guest network configuration or password accuracy.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — agent did not guide customer to access router UI, reboot, or check guest settings, despite these being necessary diagnostic steps.
T3 Met No misinformation conf 94%
Agent correctly stated the EA6100 is end-of-life, that firmware updates are no longer provided, and accurately described factory reset and paid support options.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent introduced themselves and collected information, but failed to set expectations or maintain control — call ended abruptly after a sales pitch without resolution roadmap.
C2 Met Confirmed understanding conf 93%
Agent used clear, non-technical language, confirmed model/serial numbers, and adapted communication to ensure basic understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership of the issue, offered no self-resolution path, and redirected to paid support without attempting troubleshooting.
O2 Not Met Proactive follow-through conf 95%
No specific next steps were given; the only suggestion was a paid session with no scheduling or actionable follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the customer's first call — no prior history existed to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation occurred, and none was warranted — the issue was within L1 scope and could have been resolved with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, and the situation did not require one.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy for the customer’s frustration with guests unable to connect; no acknowledgment of inconvenience or apology offered.
X2 Not Met Tone & rapport conf 92%
Agent maintained a transactional tone, did not adapt to customer’s urgency, and failed to check understanding or engagement after introducing paid support.
X3 Not Met Overall experience conf 93%
Agent increased customer effort by not using available troubleshooting paths and instead introduced a financial and procedural barrier (paid session).
Call Transcript10 turns · 11 lines
Speaker 1
yes Ma'am Ma'am I have some guests visiting my home and um for some reason they cannot log in on to my guest internet
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 product, paid support option may be available depending on the issue. Hi, thank you for calling. This is my name is Raquel and I'll assist you today.
00:00
Speaker 1
Yes, ma'am. Three phones. Yeah, everything's working fine. I have internet, I have Wi-Fi, it just will not, it keeps saying it's the wrong password and it's not. Uh, the wireless network link systems number or the serial number. All right. It is, it is one four X as in X-ray.
01:00
Speaker 2
So it's unable to connect you get Wi-Fi. And that's all of all true devices, right? How many devices are affected? How about your main Wi-Fi network? Is it working fine as a device is connected to it? I see. Understand for me to further check about the guest network. May have the cn keys of real Linksys router. That can be found at the bottom. How about serial number. Yes serial number.
01:00
Speaker 1
10605511586. That is correct. Yes ma'am. But, where is that? The model number, it's yes, E. A. 6100.
02:00
Speaker 2
all right, let me make sure I got it correctly. So that's one for x-ray. 1 060551158. Is that correct? Thank you. And the model number showing at the bottom, is it EA K alpha 6100. At the bottom as well on the top of the serial number. Yes. All right, and is this your first time calling Linc-Sis? [silence]
02:00
Speaker 1
It is. My name is Marsha, M-A-R-S-H-A, Lawson, L-A-W-S-O-N. It's M as in Marsha, D as in David, Lawson, which is L A W O W. S as in Sam, O N as in Nancy. The number 50 at S C like South Carolina dot R R dot com.
03:00
Speaker 2
[silence] While my system is checking the warranty of this router, let me create a record here, may I have your first name and last name? Hm. All right, thank you, Martia. And how about your email address, may I have it? All right, thank you. And may I know who's your internet service provider? All right. Thank you. And have you tried turning off and on the Linksys router when your guests are unable to connect to the guest Wi-Fi? I see. And let me double check it here. Since main Wi-Fi is working fine and other devices are connected. I'm thinking that might be something to do with its firmware, Marcia. And upon double checking it here, this model number is actually already reached end of life, meaning Linksys no longer provides technical, I mean firmware updates, maintenance on this router. We could like try if you if you want to try like reset the router back to factor settings. And if you wish us to walk you through how to reset and reconfigure the [silence]
03:00
Speaker 1
No, I'm good, no, that's okay because I have internet Wi-Fi with everything else, it's just these three phones. Mm-hmm. Okay, thank you so much. Bye-bye.
05:00
Speaker 2
just to set your expectation since the router is already out of warranty we do have this troubleshooting over the phone the paid session amounting to $15 it's a one hour troubleshooting session if we determine your device is defective and unable to resolve the issue uh understand so if it's get a try to reset the router if it's still the same something to do with the firmware it's this the model no longer receive maintenance on its firmware you're most welcome Marcia thank you for calling sis and have a wonderful day bye bye
05:00