V2 Rubric Detail — 24a623da-6f07-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 13:26
Duration
26m 39s
Contact
Angelina Gee
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134439
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Discourtesy (C) — Agent interjected unrelated Italian phrases ('Si, per favore', 'Cancella la rete') during a technical support call with an English-speaking customer, demonstrating a lack of professionalism and focus, which constitutes discourtesy under the auto-zero criteria.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication0.00/5
Ownership2.50/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve the issue, skipped critical diagnostic steps, and used inappropriate language, resulting in a breakdown of communication. The presence of discourtesy triggers an auto-zero. Despite correct technical steps mentioned, the overall interaction was unprofessional and ineffective, leaving the issue unresolved.

V1 Case Analysis

Customer unable to connect to Wi-Fi; password not accepted, router internet LED solid orange. Agent failed to collect model number, used foreign language, and prematurely advised factory reset without verification. No resolution confirmed; call ended with email promise.

Troubleshooting Steps
  • Power-cycled modem and router
  • Advised to forget the network and re-enter the printed password
Key Observations
  • Agent never obtained the router model number, which is critical for accurate troubleshooting and support eligibility.
  • Agent used Italian ('Si, per favore', 'Cancella la rete') during the call [07:00], which is a severe communication failure and likely confused the customer.
  • Agent did not verify the Wi-Fi SSID, password correctness, or WAN cable connection before suggesting a factory reset.
  • No attempt was made to confirm whether the solid orange internet LED indicated a WAN issue or if the ISP was at fault.
  • Call ended without confirming any resolution, leaving the customer with an unresolved critical issue.
Positive Highlights
  • Collected the router serial number from the customer [02:00].
  • Performed a power-cycle of modem and router as a first-line step [12:00].
Agent Errors / Gaps
  • Did not collect router model number, violating core protocol.
  • Used unrelated foreign language (Italian) during the call [07:00], severely impairing communication.
  • Did not verify the Wi-Fi password or SSID before suggesting reset.
  • Did not check WAN cable connection or modem status thoroughly despite solid orange internet LED.
  • Suggested factory reset prematurely without exhausting basic troubleshooting steps.
  • Provided no verification of fix or next steps beyond an email promise.
  • Did not create or reference a case/ticket number or document warranty status.
  • Failed to confirm whether the router was in fact under warranty or eligible for support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent suggested a factory reset and mentioned sending an email, but never confirmed the issue was resolved or that the customer regained connectivity.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent instructed a power cycle of modem and router and identified the orange internet LED, but did not check for firmware updates, admin interface access, or other connected devices.
R3 Not Met Correct resolution path conf 90%
Agent did not determine warranty status or product eligibility, and defaulted to a factory reset without confirming whether the device was under warranty or eligible for RMA.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (orange internet light, failed Wi-Fi connection) and asked for model/serial, but did not ask about recent changes, ISP outages, or other devices on the network.
T2 Not Met Appropriate tools / resources used conf 95%
No use of admin interface (e.g., http://192.168.1.1), logs, or remote tools to verify settings or diagnose connectivity; relied solely on customer description.
T3 Met No misinformation conf 95%
Correctly described power cycle procedure and factory reset process (hold reset until light goes off), consistent with KB documentation.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent long silences, no clear agenda, abrupt transitions, and failure to manage expectations or maintain control of the call flow.
C2 Not Met Confirmed understanding conf 95%
Agent interjected unrelated Italian phrases ('Si, per favore', 'Cancella la rete'), failed to adapt language, and did not confirm understanding with the customer.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and attempted troubleshooting but did not follow through to resolution or confirm outcome; closed with an email promise.
O2 Partially Met Proactive follow-through conf 80%
Agent promised an email within 3–5 minutes but did not set a timeline for follow-up on the reset outcome or offer further support.
O3 Not Applicable Closure confirmation conf 95%
No prior case history referenced; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation performed and none was warranted based on the issue severity.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred to evaluate execution.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'I'm sorry to hear that' but overall tone was procedural; no acknowledgment of frustration or repeated effort.
X2 Not Met Tone & rapport conf 95%
Agent used unrelated Italian phrases and did not adjust communication style; customer showed confusion but agent did not rephrase or slow down.
X3 Not Met Overall experience conf 95%
Customer repeated serial number and password multiple times; agent asked for model number again despite prior mention.
Call Transcript40 turns · 46 lines
Speaker 1
Mr. Brandon Newell, that can be over the seat, fine. Yes, ma'am, um, I have one of your, um, routers,
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, Your call may be monitored and for in warranty products, Our support team is available to help with performance and hardware issues. [silence] Register your product by visiting register.linksys.com. [silence] Please have your device serial number ready. [silence] For assistance, Press 1 now. For out of warranty products, Paid support may be available depending on your issue. To hear more about please have your devices serial number and contact information ready. If unavailable, Kindly call back later. For out of warranty products, Paid support option may be available depending on the issue. [ silence] Hello, Thanks for calling Linksys technical support. This is charm. How can I see you with the day? Hmm,
00:00
Speaker 1
[DOWNWEIGHT] silence I am showing up. Um, so I'm trying to find out what else can I do because, I mean, everything else as far as the modem and everything looks good. I mean, the license of all running, uh, with the router. Um, so I'm going to look at the fuse here. Correct. Okay, hold on. And that is, okay. Let me grab this picture. You saying, which one you want down there. The serial number? Okay. Take the serial number three, seven A as in apple, one.
01:00
Speaker 2
I'm sorry to hear that, one man. So it will not allow you you to input any password. Is that correct? Correct? Can you provide the model number and the serial number of your links this router, man? Let me check. Yes, the serial number and the model number.
02:00
Speaker 1
0m27a02300 and the um mac address is um is that the WPS? so that's like the Wi-Fi password? hold on let me let let y'all understand let me okay hold on let me let me get that then okay you said the model number okay and where would this be at again? oh okay okay I see
03:00
Speaker 2
Got it. The model number. Speaker2: Yes. It's under the Linksys name. Speaker1: No man, the model number. Speaker1: Speaker2: No man, the model number. And also you mentioned that the default Wi-Fi name is showing not the one that you created, correct? And you already input the password written or printed under the router, but still it's not even right. I may normally use your internet service provider. Please bear with me for a moment while I double check.
03:00
Speaker 1
We know we've been having more algae than anything, and I'm close to the process of just changing out somebody else. It's ridiculous.
05:00
Speaker 2
and the light status of this router right now is solid to both the power light and the internet um status correct
05:00
Speaker 1
Not at all. No. It's just. It's just not unloading. I did. You said on my phone. No, not on my phone now. Okay. Okay. I had turned it off. So, cut it right back, going like as of now. [silence]
06:00
Speaker 2
Mom, when you try to input the password, uh printed uh on the bottom of your um router, is there any error message showing? It doesn't say wrong password. It's just um loading up. Uh. All right. Have you tried to turn off the wi-fi and then turn it back on? Um on your phone? Yes, ma'am. All right. Try to turn off your wi-fi and then turn it back on. Si. Si, per favore. Non ricordi, signora. Okay, Cancella. Cancella quella, o Cancella la rete. Si. Cancella la rete. Va bene, accendere l'elefantina. Chiedere di riavviare. OUR Wi-Fi FINALLY STOPPED WORKING.
06:00
Speaker 1
Okay, I'm in the process of putting in the regular password, FF279. Yeah, I was just trying to see what's going on with this, uh, Wi-Fi. It's still saying couldn't connect, uh, network. Yeah, so with both things that came up on there, it's not connecting. I'm on the phone. Yes, I did. Yes ma'am. First, what I did was, well, that was whenever, it was an audit going on, and I couldn't figure out what was happening.
09:00
Speaker 2
All right. So you input the password, right, printed on the label, right. And did you double check, Ma'am, you input the correct one. okay. A moment to hear. And what troubleshooting have you done so far with that Father, Ma'am. You just unplug it and plug it back in. Or did you press the reset button.
11:00
Speaker 1
you know what, let me go ahead and unplug it now and uh see what's what, since um, all the lights are, I back on correctly, um, so I can ensure they're just fine. [silence] Okay. Could I could I did do that last night, but I think that's whenever uh that was before I found out that there was an outage going on, since it's been back on. I have not, you know, done that part. But anything else, you know, I'm saying I have done. [silence] Oh yeah, oh yes, I did unplug them. the ring for the vacuum.
12:00
Speaker 2
All right. So, yes, try to unplug. Yes, now try to unplug both the modem and the router from the power source and wait for 20 seconds before you plug it back in. [silence] Did you unplug it uh both the router and the modem? All right. So, yeah, plug in first the modem and then next
12:00
Speaker 1
OK. Give me a second. I can get you. OK, so I got the modem plug in. Now about to do the round.
13:00
Speaker 2
Yes, there are derivatives yes. Very will. Uh-huh All right.
13:00
Speaker 1
So the router is plugged. So, you know, just wait for those blue lights to get solid. Yes. No, not at all. No, I just unplugged them and, you know, I did the modem first, then I did the router. Okay.
14:00
Speaker 2
Right. And did you plug in also the router? All right. So, let's wait then for about two to three minutes until it's done starting up. And you did not press any button on this router, right? You just all right, thank you. You should get it.
14:00
Speaker 1
Yes, no, see this has, um, went on today. I, I, I,
15:00
Speaker 2
And is it your first time I'm calling Linksys? Sure. Okay, I need to create a quick record here for you so that just in case you will contact us in the future, you already have a record here. Kind of provide your first and last name.
15:00
Speaker 1
am I should because when I first ever called I think I forgot what I called about because when I first had brought the the router. I had called about something. But anyway, I'm Angelina. And my last name is G. That's G-E-E. Okay, the email address that y'all that was on record before has changed now. So, which one? The one that I had before to see if it's a record or just go ahead give you my new one. Okay. So it's my full first and last name, Angelina G. That is
16:00
Speaker 2
42: I don't know. Bound to thank you so much Glenn. How about your email address? [silence] You can provide me your new email address if you want. [silence]
16:00
Speaker 1
Angela Gina GEE 1 2 7 9 at gmail.com [silence] Uh it's still orange. Uh one is blue and the other one is on. Internet part is orange at the moment. A a solid. A solid. Um. Both blue lights are on. Yes.
17:00
Speaker 2
Got it thank you so much Ram. OK, I'll go create a quadrants record here. OK. Okay, can you tell me what's the light status of the router? Is it blinking orange or a solid orange. OK, how about your modem, Mom? Is it totally blue right now? All right, can you check if it's solid orange and flashing?
17:00
Speaker 1
Yes, well, yes, it's um, pretty correct.
18:00
Speaker 2
If the cable is properly plugged in. behind the router, it should be on the internet port. Where there is a yellow label.
18:00
Speaker 1
Yeah, everything is correctly plugged in. The modem has both its blue lights on. With the router, of course, you know, the top part is blue, but the internet part is solid orange. And it did have blue. It was blue um earlier.
19:00
Speaker 2
[silence] Let's see if we've got it. [silence] Try to go back to the Wi-Fi settings.
19:00
Speaker 1
okay [silence] it is uh course what i value networks it is still showing um linsky is up here
20:00
Speaker 2
[silence] So, the family appears to be in process of repairing a newly obtained Wi-Fi router. They are setting up their mobile phone for use with this router by checking the available networks, re-selecting the router they wish to connect with, and entering the new router's password into their phone.
20:00
Speaker 1
I'm tapping on it just doing a connection I'm trying to get to where it um allows me to put in the password yeah that um give me the um opportunity to put in the password
21:00
Speaker 2
potato [silence] all right and what's the arrowевma is uh still it doesn't allow you to input the password.
21:00
Speaker 1
No. Um, once I had hit on the name, it just automatically started trying to connect. Um, hold on for one second, please. Um, what I did, I went back, you know what I'm saying to put forget, uh, like forget the network. Now, are you able to see about putting in the password? Okay, F2 step.
22:00
Speaker 2
is doesn't allow you to give or to input the password or oh did you input the password already? And what's the error? It's still it's still failed. Yes. double check the password ma'am. [silence]
22:00
Speaker 1
Oh, yeah. I got it right here. It's been on my phone. I took a picture of it so I don't have to keep going back and forth. Okay. I'm double checking it and make sure I put it in correctly.
23:00
Speaker 2
on the router. I see her. It said. I could not connect. I'm going to move one moment here. All right. So here's the thing, ma'am. The last option that we can do here is we will reset your router. Ma'am, you need to press and hold the reset button until the light went off. And once you reset this router, ma'am, it will go back to its default settings. All the devices that are connected to your Wi-Fi before will be disconnected, and you need to set it up again. But upon checking here also, ma'am, with this router that you have, based on the serial number and the model number that I... I have here, upon checking this device, it's already...
23:00
Speaker 1
well of course of course of of you you you know it's so if that doesn't work then I'll just have to get a router from the company that I'm that I'm with
25:00
Speaker 2
[silence]
25:00
Speaker 1
You too, thanks.
26:00
Speaker 2
if it will work. Okay, so I'll send it to under the email address that you provided to me earlier, which is your first and last name 1 2 7 9 at gmail.com, correct? All right. So yes, expect an email from me, ma'am, within 3 to 5 minutes after we end the call. All right, so thank you so much, ma'am, for contacting and have a good one and keep safe always. Bye for now.
26:00