V2 Rubric Detail — 24b4cc4a-748f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 14:22
Duration
15m 54s
Contact
Angela Perino
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135309
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: single device can't connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.25/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall52.5% (-3.5)

V2 Grader Summary

The agent correctly identified the issue as iPhone-specific and avoided escalation, but failed to apply the known iOS Private Wi-Fi Address fix and provided technically inaccurate information about WPA3 support on the EA7500. While ownership and empathy were demonstrated, the lack of resolution and incomplete troubleshooting resulted in an unresolved case with partial technical accuracy.

V1 Case Analysis

iPhone cannot connect to Wi-Fi after iOS update; router is out-of-warranty E1200. Agent incorrectly claimed router supports WPA3 and did not advise disabling Private Wi-Fi Address. Suggested checking iOS security settings or contacting Apple. No resolution achieved.

Troubleshooting Steps
  • Confirmed PC can access internet via the router
  • Determined router is an old E1200 series unit and out of warranty
  • Suggested the iPhone’s Wi-Fi security mode may have changed (WPA2 vs WPA3)
  • Advised forgetting the Wi-Fi network and reconnecting
Key Observations
  • Agent incorrectly stated the E1200 router supports WPA3 (timestamp 12:00); E1200 only supports WPA2/WPA per product specs (ea_series_password_login.md).
  • Agent failed to mention iOS Private Wi-Fi Address (MAC randomization), the primary KB-recommended fix for post-update connectivity issues (universal_ios_private_wifi_warning.md).
  • Agent advised forgetting the network, which is a valid step but not the primary fix per KB.
  • Agent correctly identified that the router was functional based on PC connectivity.
  • Agent clearly explained warranty/end-of-life status, setting proper expectations.
Positive Highlights
  • Agent correctly isolated the issue to the iPhone by confirming the PC could connect (timestamp 05:00).
  • Agent clearly communicated the router's out-of-warranty and end-of-life status, managing customer expectations appropriately.
  • Agent offered a self-help path (forgetting the network) before directing the customer to Apple, providing some actionable steps.
Agent Errors / Gaps
  • Incorrectly claimed the E1200 router supports WPA3 security (timestamp 12:00); this is factually wrong and contradicts Linksys KB and product specifications (ea_series_password_login.md).
  • Failed to advise disabling iOS Private Wi-Fi Address, the primary fix documented in universal_ios_private_wifi_warning.md for this exact issue.
  • Provided generic advice about iOS security settings without confirming whether the customer could access those settings or what iOS version was running.
  • Did not verify if the 'forget network' suggestion worked before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the iPhone connectivity issue; advised customer to contact Apple instead of providing a complete fix.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent confirmed other devices work and inferred the issue is iPhone-specific, but skipped key iOS-specific troubleshooting like Private Wi-Fi Address — a known fix per KB.
R3 Partially Met Correct resolution path conf 91%
Agent correctly identified the router was functional and focused on iPhone-side fixes, but incorrectly claimed the EA7500 supports WPA3 and mentioned an unavailable paid service, reducing path appropriateness.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify the root cause despite the customer explicitly stating the issue began after an iOS update. Per universal_ios_private_wifi_warning.md, this is a primary trigger for 'Private WiFi Address' issues, which the agent completely ignored.
T2 Met Appropriate tools / resources used conf 96%
No tools (e.g., remote access, logs) were necessary or available for this device-side issue; agent relied on logical inference from working devices, which was appropriate.
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect information by suggesting the iPhone might be using WPA3 and that the router's security mode was the issue. Per ea_series_password_login.md and general EA series specs, these older routers do not support WPA3. Furthermore, the agent missed the authoritative fix for iOS update connectivity issues (disabling Private WiFi Address) found in universal_ios_private_wifi_warning.md.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent framed the issue and stayed on track despite silences, but had awkward pauses and repeated 'yes' excessively; maintained control but with poor pacing.
C2 Partially Met Confirmed understanding conf 86%
Agent used lay terms like 'security mode' and repeated info when asked, but delivered explanations in a repetitive, semi-scripted manner without confirming understanding after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent created a case record, stayed on the call, and did not transfer; took ownership throughout despite product limitations.
O2 Partially Met Proactive follow-through conf 89%
Provided actionable next steps (forget network, check iOS update changes), but gave no timeline or follow-up commitment, leaving customer to self-resolve.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact, so continuity could not be assessed.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — issue was device-specific and within L1 scope; agent correctly determined it was not a hardware or firmware failure requiring higher support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, so E2 is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent expressed empathy: 'I'm sorry to hear about that' and acknowledged customer's long-term satisfaction, maintaining professionalism despite limitations.
X2 Met Tone & rapport conf 91%
Agent repeated information when requested, used a calm tone, and adapted pacing slightly when customer asked for repetition, maintaining engagement.
X3 Partially Met Overall experience conf 88%
Agent asked for serial number and warranty status — unnecessary for an iPhone connectivity issue — increasing customer effort without clear benefit.
Call Transcript30 turns · 30 lines
Speaker 1
Hello, this is Angela. I am having a problem with my Linksys re-attaching to my I-phone that had just had an I-S-O update.
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 thank you for calling Linksys this is ice how can I help you?[silence]
00:00
Speaker 1
software update. And it won't it won't connect automatically like it always used to. So, I'm having a problem. I I tried to put in my password and it's not accepting it. Um, so I don't know where where I where I can get some help. I don't know if you guys have my password or not. Um, and if I need to reset a password in order to get my iPhone to connect to my Wi-Fi again, I need your help. If if you can give it to me, please. Yes, the serial number is [silence]
01:00
Speaker 2
Well, I am sorry to hear about that, ma'am. But before we proceed, can I have the serial number of your Linksys router?
01:00
Speaker 1
18L as in Larry.
02:00
Speaker 2
All right. Let me verify again. The serial number is 184 Lima, 20 S for Sam, 0 4, 7 0, 1 0 6 8. Is that correct? All right. And you have only this router, no other linksys products. Mhm. All right. You mentioned that your iPhone could not connect to your internet. And when you try to, uh, type in the password, uh, you cannot connect. Does it say invalid or incorrect.
02:00
Speaker 1
it it just did not accept it and so now my my uh no my uh computer is connected right now to um my lynx with um Wi-Fi and it's it's and my Wi-Fi is coming from xfinity um that's you know that's okay I have no xfinity modem. i'm only using lynx, lynx
03:00
Speaker 2
he did not accept the password. Um, and it's only your iPhone that could not connect or other devices also could not connect. Um, So your internet service provider is Xfinity and your computer is connected to your Xfinity modem or to your Lynx platter. Mhm, right. Uh, but your
03:00
Speaker 1
Elinsys is connected to Xfinity that's where I'm getting the yeah but I don't have any other mode for Wi-Fi that's the only one. That's correct yes. Yes I have yes. Yes it will not connect. I've had
04:00
Speaker 2
I see. All right. Yes. Uh, I get it. So, your Linksys router is connected to your Xfinity box. That is the modem. Um, that's where your source of internet is coming from. Now you mentioned that your computer is connected to your Links is router, correct? And your computer was able to access internet. Right. So, it's only your iPhone that could not connect to your wifi name or to your Linksys router wifi. Is that correct? Okay.
04:00
Speaker 1
I've done this before and it automatically connects but this time it did not. So, uh an ISO uh software update on Wednesday. I downloaded it on Wednesday and I did go to the Apple store and they did some adjustments but it still does not connect to my Wi-Fi. So, do you do you think I should go back to the phone the Apple store and have them do some more adjustments or can can you help me? And my Wi-Fi is on. My Wi-Fi is on on my computer. It's an HP computer and it's working.
05:00
Speaker 2
Yes, and you mentioned that there was an update, it's an update on your iPhone, right? [silence] Yes. [silence] All right. [silence] Okay, let's [silence] Right. So, uh, since [silence] Yes, uh, since your computer was able to access your internet, your router is working. [silence] It's just that
05:00
Speaker 1
Angela Perino. P as in Peter. E-R-I-N-O.
06:00
Speaker 2
your iPhone could not connect to your internet so maybe we need to configure something with your iPhone because your router is working fine as your computer can still access your internet and it's just your iPhone. Maybe the update on your iPhone made some changes on its settings that disconnect it uh or restrict it from connecting to your uh Blinksys router Wi-Fi. Now before we proceed on that, I'll go ahead and create a record for you. May I have your name? [silence] All right, Angela Perrino. All right, Angela Perrino. Thank you. What about your email address?
06:00
Speaker 1
[silence] I'm sorry go ahead and say it again please. A no it's Perrino Yes. Perrino a as an apple and as a nancy g as in giraffe at AOL.com as a first letter of my first name yes. A and G.
07:00
Speaker 2
Reno NGE your email address is your last name Pierino and then NGE at AOL.com. So it's Torreno, an your first three letters of your name. All right, thank you for that, Angela. And you mentioned that your internet provider was Xfinity, right?
07:00
Speaker 1
Yes. Yes, V2, Victor 2 at the end. Yes.Mm-hmm. No, come on. No, no, don't tell me that. It's been...
08:00
Speaker 2
So, you only have one links of other. And apparently, this links of other, you have an, an old, uh, classic router from links. It's model is P.A. 7500. Yes. And, um, since your router is an older classic router from links, apparently, this router only has a limited warranty when your limited warranty is in effect. So this router of yours, Angela, is already out of warranty. And it also seems that not only is this router out of warranty, it, it has also reached. its end of life. Last.
08:00
Speaker 1
.
09:00
Speaker 2
Xi. Yes, your router is working fine. Andrea, I just want to explain to you the status of your router. It's out of warranty, meaning I cannot provide you free technical assistance because it's out of warranty. But even if the router is out of warranty, we can still provide you assistance if you apply for the paid connect-connect service. But the thing is that your router cannot, it's not applicable for the paid connect service because the router has reached its end of life last 2020. The end of life doesn't mean that your router is not functioning. The end of life means that the router no longer have any security or firmware updates, but the router is still working. And also, your router status also reached its end of support last 2025. Meaning we could not uh [silence]
09:00
Speaker 1
Okay. I understand. So you can't help me. No, it doesn't sound like it. So, uh, if a if a it
10:00
Speaker 2
Offer you the paid connect service because it has already reached its end of support, which means that we no longer support this router. So, um, what I can - Oh, yes, because the product is an old router. Uh, we no longer support this old router from Linksys, the E-1200 series. And since your router is working fine, Angela, I think the problem is not the router, it is the iPhone since you've mentioned that when it got an update for its software, I think it disconnected - the configuration of your iPhone made some changes that disconnected it from your Linksys router. So, the best resolution you can do is, first, to check on the software version of -
10:00
Speaker 1
Okay. Okay. Okay. Okay. Would you say that last sentence again, please? I didn't quite get it. That last sentence.
11:00
Speaker 2
uh, the first thing is to check on the software version of the iOS that you, uh, updated and look for the Wi-Fi security mode what was made, uh, change on that. because usually when a device could not connect to a router, it usually has something to do with its Wi-Fi security mode because sometimes there are devices that only, uh, supports WPA or WPA2 or WPA3 and that could have, uh, an impact to connecting to a linker router. especially that your router is an old router, it may be using, um, WPA2 only security mode and the your iOS may have, uh, made some changes and the security mode, maybe it has, uh, been using, uh, a, enrolled a new
12:00
Speaker 1
Okay, okay, okay, okay. I think I will go to Apple and see if they can help me with that since I'm not very good with that kind of thing. So I do appreciate your diagnosis and and I do want to say I I have been very pleased
13:00
Speaker 2
It's now using WPA3 on its Wi-Fi security mode, so it was done on your iPhone's Wi-Fi settings, configuration settings. So you would have to check on the update you downloaded, what were the changes that have been made on it and you can do an edit on it and if not, you can just revert back to your your previous um software version of your iPhone. [silence] Yeah. [silence] Yes.
13:00
Speaker 1
my Linksys for all the years that I've had it has been very good. And yeah, go ahead. Yeah. Yeah. Okay. If I say that again, if I was, if I was. Yeah, yeah.
14:00
Speaker 2
yeah as i've yes as i've mentioned yes as i've mentioned Angela your router is working fine uh it's just that the update on your iOS phone uh made some changes on its wi-fi configuration settings its security mode so you just need to ask uh your iPhone manufacturer uh or the or check on the updated uh software version uh which uh made uh some changes on your configuration settings on your phone if you will know that then you can revert back to its default settings uh if you check on its security mode uh or what changes have been made on its wi-fi configuration settings uh because that's
14:00
Speaker 1
Yeah, you have The security. Okay. Okay. Thank you very much. I appreciate your help. Yeah. Okay. Bye bye. [ silence ]
15:00
Speaker 2
the cost of your iPhone not being able to connect. Or you could also try to forget your Wi-Fi network name of your router and then reconnect again. If it doesn't work, then you will have to really contact your iPhone manufacturer, ask them what's been made or what changes made on the software that you update, you download. Okay? It's my pleasure, Tracy. Thank you also for calling, Lindsay. I'm Angela and take have a great one. Goodbye.
15:00