V2 Rubric Detail — 3213257a-7b0c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 20:32
Duration
19m 53s
Contact
Chris Melenchuk
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00136432
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No wireless connection
⚠ 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

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall7.3% (-28.7)

V2 Grader Summary

The agent failed to conduct meaningful troubleshooting, offer a resolution path, or escalate a likely hardware fault after a power outage. While the agent remained polite, they provided no technical guidance, next steps, or ownership, resulting in an unresolved outcome. The EA8450 is likely still under warranty, making RMA or deeper diagnostics appropriate, but no such path was pursued.

V1 Case Analysis

Customer reports Wi-Fi not broadcasting on EA8450 (serial: 38d10m32b01298) after power outage; wired internet works. Agent collected details but performed no troubleshooting or next-step guidance. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and model number (E8450)
  • Verified customer name and email
  • Confirmed ISP (Novus)
  • Confirmed wired internet connectivity
  • Guided customer to log into router UI (192.168.1.1) and view system status (firmware 1.2.00)
Key Observations
  • Agent did not guide the customer through any Wi-Fi-specific troubleshooting steps (e.g., power cycle, wireless radio check, SSID broadcast verification).
  • No actionable next steps, self-help resources, or escalation path were offered despite the issue remaining unresolved.
  • Call flow was inefficient, with long silences and lack of direction, leading to operational abandonment.
  • Agent did not verify or adjust wireless settings in the router UI, missing a critical diagnostic opportunity.
  • Customer concluded the router was broken without agent intervention or guidance.
Positive Highlights
  • Collected and confirmed product model (E8450) and serial number (38d10m32b01298).
  • Verified customer contact information (name: Miller, email: melenchuck89@gmail.com).
  • Confirmed ISP (Novus) and that wired internet is functional.
  • Guided customer to access the router's web UI (192.168.1.1) and view system status (firmware 1.2.00), confirming correct local access URL for EA series routers.
Agent Errors / Gaps
  • Failed to recommend a power cycle, the most basic first step for post-outage Wi-Fi issues (universal_wifi_drops_after_change.md).
  • Did not guide the customer to check or enable the wireless radio or SSID broadcast settings in the router UI (Wireless > Basic Settings).
  • Did not suggest a factory reset as a recovery step for unresponsive wireless functionality.
  • Did not check for available firmware updates that might resolve post-outage instability.
  • Did not offer any self-help resources (e.g., KB articles) or escalation path.
  • Allowed the call to end without resolution, next steps, or follow-up plan, resulting in operational abandonment.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ends call with 'that's all we can do then' without resolving Wi-Fi broadcast issue or offering RMA, replacement, or confirmed troubleshooting path.
R2 Not Met Diagnostic thoroughness conf 97%
Agent only asked customer to check system status; no structured troubleshooting (e.g., verify SSID broadcast, radio status, firmware) was conducted.
R3 Not Met Correct resolution path conf 90%
Agent acknowledged device was purchased years ago but did not confirm EOL status; EA8450 is in-warranty until 2025 (3-year warranty from ~2020 purchase), so hardware fault should have triggered RMA path, but agent failed to act on it.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify the root cause or ask diagnostic questions regarding wireless settings, SSID broadcast status, or radio enablement, despite the customer stating the Wi-Fi was not broadcasting after a power outage.
T2 Not Met Appropriate tools / resources used conf 96%
Agent only directed the customer to the local web UI (192.168.1.1) to check the status tab; no other tools or diagnostic steps (remote session, log review, or configuration audit) were used to resolve the broadcast failure.
T3 Not Met No misinformation conf 95%
Agent provided no actionable technical guidance or corrective steps. The agent's observation 'all solid blue' was not followed by any troubleshooting from the KB (such as checking for firmware updates or performing a factory reset as a last resort for hardware issues).
Communication
C1 Not Met Clear & professional language conf 97%
Call lacks structure: no opening, long silences, agent loses control, fails to guide conversation toward resolution.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but failed to confirm understanding; customer repeated same info multiple times, indicating misalignment.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abandoned case after minimal effort ('that's all we can do') without escalating or committing to further support.
O2 Not Met Proactive follow-through conf 96%
No next steps, timeline, or follow-up plan provided; call ended with no action items.
O3 Not Applicable Closure confirmation conf 99%
No prior case history mentioned; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Possible hardware failure after power outage is a valid trigger for escalation or RMA; agent failed to initiate either.
E2 Not Met Escalation prep & handoff conf 95%
No escalation executed, so no details or customer notification occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration, but remained polite and did not become dismissive or impatient.
X2 Partially Met Tone & rapport conf 82%
Agent maintained neutral tone but failed to adjust pace or check engagement; customer disengaged due to lack of progress.
X3 Not Met Overall experience conf 95%
Customer repeated same information about wired vs. wireless connectivity multiple times; agent did not consolidate or document it.
Call Transcript21 turns · 27 lines
Speaker 1
uh i kind of think it might have just died it's not really that old but so what happened was there was no power image plug it out and my regular internet came back so like my computer i just plugged in
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit Support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
to their router. The cable works, the internet is fully fine, but my Wi-Fi network's not looking good. And I know that like... I | I don't know. the Wi-Fi or the pack killed the Wi-Fi or something. I know you guys need a way to go. Let me see, I didn't give you a ETA or nothing. Doesn't show up by like I can't search for it. [silence] [silence] So I know my connection's working because I have [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] You can just run the pipe. Hi, uh, I got one of your routers, and, uh, I think the Wi-Fi on it just broke, but I'm hoping you can help me figure that out. Uh, serial number is 38d10m32b01298, and it's the model number E-8450.
01:00
Speaker 2
Thank you for calling Linksys, my name is Gerald. What is the serial number and model number of that? [silence] sorry, still loading. Um so the the model number again is that's E8450.
07:00
Speaker 1
[silence] uh melanchuck uh melanchuck m e l e n c h u k c m e l e n 89@ gmail.com
09:00
Speaker 2
Voting. Okay. I just for now, what's your first name and last name so I can create a record for you? You say Miller? Thank you. And what's your email address? Gmail.com. Okay, I got it. Who's your internet provider?
09:00
Speaker 1
novus. Yeah. And my internet works, like, I have a computer plugged in, like, with an actual cable to the router right now, and the internet works on that, but my Wi-Fi stopped working uh ever since there was a power outage yesterday. So I, I'm just thinking it maybe killed the router or something. Yep, yeah, and I have internet uh on anything that I plug into the router with a cable, but my Wi-Fi network, even though, like, I can go into, like, the the setup on my computer and I can, like, change my Wi-Fi password and my network name and everything, but it won't show up, like, on any device, and if I search for it, it can't find it.
10:00
Speaker 2
Novos? I see And that computer is still working now, right? And still connected to the modem? Okay, so... Wait, you left me as a...
10:00
Speaker 1
yeah yeah no i i like i don't have i don't have a modem like the the way the internet connection works in my building like it just comes out of the wall and you plug that right into the router and if i plug my computer into the lsys router i have internet but the wi-fi no longer works like no devices can find my wi-fi network even though i can go into this to the router setup like you know when you type in like that 192.168 thing on your browser to get into the setup for the router so i can go in there i can i can change my wi-fi network name and change the password and all that but it it doesn't show up anywhere like no device can find it
11:00
Speaker 2
There is connection. internet connection if you wire the device directly to the Lynxys router or the modem. [silence] Any?
11:00
Speaker 1
I bought it at Best Buy. I think it was three, four years ago, maybe five years ago.
12:00
Speaker 2
Okay. So, do you remember when and where you purchased this? Okay. Transcibe: Silence bye, okay.
12:00
Speaker 1
Yeah, yeah. It's all solid, both. Exactly. Yeah. Uh, exactly. Yeah. and so like even my computer that's like, I have an iMac that's plugged directly into the router and the internet's working on there, but it, but then if I try to search for the Wi-Fi network on that same computer, it can't find it. Uh, I, I reset it once just like 10 minutes ago and then because when you reset it, then you have to call Novis and get them to like reaccept the router. and so I did, I did all that and then so my regular internet got working again once I'm plugged into the router, but the Wi-Fi still doesn't.
13:00
Speaker 2
It's solid blue. All solid blue. All. So, again, you, you can see the, I mean, you can configure the wireless settings, but you can't see the Wi-Fi name that it's being broadcast, correct? It's just like, uh, how many times to reset this? [silence]
13:00
Speaker 1
Yeah, so I, yeah, no, nothing can. So like my my phone can't find it, my laptop can't find it, and my my computer can't find it, uh but my internet will work on my computer if I plug it in with a cable. No, it wasn't.
14:00
Speaker 2
None of your devices can detect the Wi-Fi of your router, like all of them, or just one device. But initially, when you reset it, the Wi-Fi, default Wi-Fi, is it broadcasting?
14:00
Speaker 1
oh, what?! Yeah, I am logged into that. Uh, system status, okay, yeah. Oh, it, uh, just a second. It's making me type in the password again. One sec.
15:00
Speaker 2
Now. Can you log into it? 192.168.1.1 You are logging into it? Okay. Go to administer ... No, no, not that. No, that. Hold on. Go to status tab.
15:00
Speaker 1
Okay, so I'm on the system status tab. Uhh says 1.2.00. Yeah.
16:00
Speaker 2
Yeah. OK. Let me check.
16:00
Speaker 1
Okay, yeah, I just I just want I thought I would just call to make sure that it was broken before I go buy something else in case but that's like it happened right after a power outage so I guess that killed it. Okay. Okay, well, all right. Well, um, yeah, I guess I guess that's all we can do then. Thanks for your help. Okay, bye.
19:00