V2 Rubric Detail — 27c26594-748c-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-30 14:01
Duration
16m 33s
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 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent never resolved the iPhone Wi‑Fi issue and provided no meaningful troubleshooting, instead directing the customer to contact Apple. No tools were used, key diagnostics were omitted, and the interaction lacked empathy, clear guidance, and ownership. Consequently, the call ends unresolved.

V1 Case Analysis

Customer reports iPhone 11 (iOS 14+) cannot connect to Wi-Fi after update; password rejected despite correct entry. Agent did not identify Private Wi-Fi Address feature, advised contacting Apple, and failed to guide customer effectively. Issue unresolved.

Troubleshooting Steps
  • Asked for router model and serial number (not obtained).
  • Confirmed other devices are connected to Wi-Fi.
  • Asked for error message on iPhone (customer reported 'not connected', password prompt).
  • Suggested contacting Apple for iPhone issue (contradicts KB).
  • Advised checking Wi-Fi password on Windows PC (ineffective and unclear guidance, not aligned with KB).
Key Observations
  • Agent failed to identify the iOS Private Wi-Fi Address feature, which is the most likely cause of the issue (per universal_ios_private_wifi_warning.md).
  • Agent incorrectly advised the customer to contact Apple instead of troubleshooting the router-side or device-side settings (contradicts KB).
  • Agent gave inaccurate and ineffective instructions for retrieving the Wi-Fi password on a Windows PC, which did not align with any KB procedure.
  • No router model or serial number was collected, preventing model-specific troubleshooting.
  • Agent did not verify whether the Wi-Fi network is actually open or secured, despite customer's claim about ISP instructions.
Positive Highlights
  • Agent acknowledged the customer's issue and attempted to gather device information.
  • Maintained a calm and polite tone throughout the call.
Agent Errors / Gaps
  • Failed to collect required router model/serial number.
  • Provided inaccurate advice to contact Apple instead of troubleshooting the known iOS Private Wi-Fi Address issue (direct contradiction of universal_ios_private_wifi_warning.md).
  • Did not suggest disabling Private Wi-Fi Address on the iPhone per KB.
  • Gave incorrect and unclear instructions for checking Wi-Fi password on Windows PC (not aligned with any KB procedure).
  • Did not verify the actual Wi-Fi security mode (open vs WPA2/WPA3) on the router.
  • Misunderstood customer's environment — incorrectly assumed the issue was solely with the iPhone without considering iOS-specific features.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told customer to contact Apple and never resolved the iPhone Wi‑Fi connectivity issue or offered any router‑side solution.
R2 Not Met Diagnostic thoroughness conf 97%
No systematic troubleshooting was performed; agent only asked if other devices work and then suggested contacting Apple.
R3 Not Met Correct resolution path conf 96%
Agent chose to send the customer to Apple without checking router settings, private Wi‑Fi address, or offering router‑side fixes, violating best‑effort OOW troubleshooting expectations.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify the likely root cause (iOS Private Wi‑Fi Address) and asked no targeted diagnostic questions about iPhone settings.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use router admin interface to check connected devices, MAC filtering, or verify SSID/password despite computer being connected, which is the primary access method in multiple KBs.
T3 Not Met No misinformation conf 92%
Agent incorrectly claimed the Wi‑Fi password could be found by simply clicking the network name on a Windows PC and provided no accurate guidance on password retrieval, contradicting the KB's instruction to use the local web interface (http://192.168.1.1) to verify credentials.
Communication
C1 Not Met Clear & professional language conf 95%
Long silences, no clear opening framing, and the agent drifted without guiding the conversation.
C2 Not Met Confirmed understanding conf 94%
Agent used filler (‘yes, ma’am’) and did not adapt language or confirm the customer’s understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; quickly deferred the issue to Apple and provided no follow‑up commitment.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps or timeline were given; only a generic suggestion to contact the manufacturer.
O3 Not Applicable Closure confirmation conf 99%
This appears to be the first contact; no prior history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent offers minimal empathy (‘I see you, ma’am’) and does not acknowledge the customer’s frustration.
X2 Not Met Tone & rapport conf 94%
Agent does not adjust tone or pace; the customer is left confused and repeats information.
X3 Not Met Overall experience conf 95%
Customer is forced to search for the Wi‑Fi password on their PC and repeats details; the agent adds no effort‑reducing actions.
Call Transcript31 turns · 32 lines
Speaker 1
Yes, um, I, um, have a link to this and, uh,
00:00
Speaker 2
Thank you. 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's serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, please have your device's 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. Hello, thanks for calling Linksys Technical Support. This is Tron. How can I assist you today?
00:00
Speaker 1
my iPhone I had to update to a new ISO software and now my Linksys, my my phone won't connect to my wi-fi um and uh I do have passwords and everything but it doesn't seem to work. Is something I should be talking to Apple about or to you guys about because my Linksys is is on and it's always been working fine before this. But I wanted to contact you to see what would be um if I should who I should be contacting? Yes. Yes.
01:00
Speaker 2
[silence] Hum. Huh? Hum. I see you, ma'am. No worries. Can I double-check that one here? And can you tell me, provide or can you provide the model number and the serial number of your Linksys router? Let me double-check.
01:00
Speaker 1
(hums)
02:00
Speaker 2
Yes, yes ma'am. The serial number, the serial number. Got it, all right, how about the model number? Got it. Thank you so much ran, please stay.
02:00
Speaker 1
no it's an 11. I saw an 11. again say that again. say that again. are you saying that again. Well, um, let me, I tell you the truth. I hadn't turned my computer on but it that's when it started happening on my phone and it just couldn't connect. Okay. I'm just turning my computer on now. So I'm I'm
03:00
Speaker 2
So it happens when there is a software update from your iPhone, but your model of your iPhone is not the latest one, date iPhone 11. are devices are still connected to your WI-Fi only your phone is not connected. Your other devices are connected to your WI-Fi only your phone is not connected the iPhone.
03:00
Speaker 1
[ silence ] that was a good question I didn't even think about that Um so if my Wi-Fi is working on my computer then it's the phone problem is that what you're trying to tell me? Oh okay. [ silence ] yeah, okay. [ silence ] just a moment. Hold on don't go away. [ silence ]
04:00
Speaker 2
Yes. [silence] Yes, ma'am. If the Wi-Fi is working on the other devices, then there might be a problem with the iPhone after updating it.
04:00
Speaker 1
[KEEP_UNCERTAIN] Okay, I'm back. Um, let's see here. Hmm. Yeah, Um, it is, uh, it's working on my computer, so, there's nothing wrong with LinkedIn. Yeah, it's. I'm sorry, say that again? What? The message? Is that what you said? Air note? Noted.
05:00
Speaker 2
uh-huh. I see, it's working. I see, ma'am. So you need to contact the manufacturer directly. And also, if I may ask, ma'am, what's the error message when you tried to connect to the Wi-Fi? **What's the error message when you tried to connect** to the Wi-Fi? Mm the error, ma'am. What's the error?
05:00
Speaker 1
on my phone, you're asking about what the error message on my phone is? Um, I think it says not connected. Now, let me look. Let me look so I can be precise here. Not connected. The Wi-fi is not connected. And um, it says ask to join network. I - the network comes up, but when I click on the network, it doesn't automatically it asks for password. And I put the password that I have. I put the password that I have here, but but it doesn't it it doesn't accept it. So that's why what I mean why I guess I was going to ask you if there's for some reason why it wouldn't connect um to my password that I have.
06:00
Speaker 2
Yes. [silence] Yes. [silence] Mhm. [silence] Mhm. [silence] Mhm. [silence] Mhm. [silence] Did you double-check, ma'am, if that's still correct?
06:00
Speaker 1
[KEEP_UNCERTAIN] Well, as far as I know, it's the only one that I have. Just a minute, let me take a look here again, please. I have my stuff written down. Okay, so I have my Wi-Fi through Xfinity and so that's where I have my thlink. Let's see, if you guys, and the modem password, the default password that I have is admin, I don't have a password on the Wi-Fi network. Let's see, through the internet provider, they've told me not to have a password on my Wi-Fi network, because they had worked and I called them asking me, you know, I had an issue with my internet, it was just choppy. It wasn't performing pretty good. And then, the customer service representative, he said, "Ma'am, please don't put a password on the Wi-Fi because we're gonna try and stop using the service." It just keeps getting into trouble. I was like, "Okay." And I just, you know, just do whatever he says. Okay, so that was the Wi-Fi. Can you tell me the last question now? Yes, sure. Okay, so I'll be waiting.
07:00
Speaker 2
ask what your input is.
07:00
Speaker 1
I'm going to need you to go to the settings. Sorry. What type of settings are you referring to? I'll need you to be a little more specific for me to help you out.
08:00
Speaker 2
Um, no, the network name, that's your Wi-Fi name. [silence] Yes, that's different from your password. If you want to know your password, ma'am, since your computer is still connected to the Wi-Fi, right? Um, go to the settings on your computer and see the password. [silence] Yeah. Um, yeah, go to the Wi-Fi. Um, in your computer. [silence]
08:00
Speaker 1
I'm using Windows, and I'm on a HP, uh, computer. I see the sound, I see that um, yeah, I think I clicked on that. The Wi-Fi, let me see here. I've got, what is that? micro team's Bluetooth, datamax OneNote, Google drive, not, not what I want. I had it up, I don't think I've,
09:00
Speaker 2
Using an iOS, I mean a mac or a windows. All right. So there is a Wi-Fi icon on the bottom right corner of the screen. Can you see it? Yes, click on that.
09:00
Speaker 1
Oh, no, I don't see it. I don't see it though. Why? Yeah, I know. I don't see it for some reason. Wait a minute. Help me look. I had it. LinkedIn. Here, I've got LinkedIn, but that's not going to show me.
10:00
Speaker 2
and the Wi-Fi.
10:00
Speaker 1
oh, I'm sorry, I'm just not... I'm only good at, I said I'm only good at a few things on my computer that I'm, you know, I'm when I go somewhere else. It's not. Wait a minute. It's your show all that's my on power. Why is it I had the it's not showing it now? Why would that be? it's dis. this. It's. Yes. I. Okay, it says no internet. It said no internet connection. not ca oh, wait a minute Wi-Fi available. It says. Now, what does that mean?
11:00
Speaker 2
do you have any... Yes, ma'am. All right, so you are on the lower left, eyebright corner of the screen where there is a volume. All right. Select the link. Select that name, ma'am. Select that network. Yes. Click the link. You cannot select the link's name.
11:00
Speaker 1
you want me to go to the the the app the app link accessories my app okay somebody up wi-fi says turn on to wi-fi to connect to an available wi-fi network turn wi-fi back on manually is that what it should be it says manually manually in one hour in four hours and one day wi-fi is off right now it was uh w that's manually is that the one that i should choose uh silence [silence]
13:00
Speaker 2
I know, not on the lynx safe app, but on that Wi-Fi can you select that one? The available networks. Mm-hmm. All right. Can we turn it on ma'am and then see the available networks? There's...
13:00
Speaker 1
It doesn't do anything. I clicked on manually and there are no choices. It says one hour, in four hours, in one day. Turn on Wi-Fi to connect to an available Wi-Fi network. Okay. And I don't see any names coming up, so, I like okay, I did. Okay. Turned it on. It's back on. It's on.
14:00
Speaker 2
On, on the off button, right? All right, so you already turn it on. How about, do you have an app? Mm-hmm. All right, so now it's on.
14:00
Speaker 1
It's all, it connected automatically to my link. That's what it did. So there are talking about my phone or my computer. Okay. It's already connected. It automatically joined link 010. Okay? Oh, no, there is no choice to do that. It just automatically connected. There was no choice of different of different um, um, site available in the area. That it that
15:00
Speaker 2
And then, what are the available networks? All right. Can you click the link, sis ma ma, or is there an option for you to select so Linksys, not to turn it off, but click the Linksys um, your computer? Yes. Yes, it's connected. But can you select the Linksys name or click the Linksys name, even though you're still connected?
15:00
Speaker 1
What happens on my phone? But it's not on my computer today. Why do we need to do it on my computer? When it's already connected. It's my phone that is the problem. Are you still there? Ma'am? Hello?
16:00