V2 Rubric Detail — 34bd3584-70f5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 00:23
Duration
22m 4s
Contact
Ruth Reichart
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00134762
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single Devices Unable to Connect
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided addressing the core technical issue, provided irrelevant and incorrect instructions, failed to use available tools or escalate, and closed the case without resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve the customer's inability to access the router account or change the 2.4GHz SSID, provided factually incorrect guidance (e.g., 'Arisma' model, 'NCPA' command), and did not perform meaningful troubleshooting. While there was a minor acknowledgment of legacy device limitations, the lack of technical accuracy, tool use, ownership, and proper escalation resulted in an unresolved case with avoidant tendencies.

V1 Case Analysis

Customer reported inability to log into Linksys account and change 2.4 GHz SSID on an older dual-band router. Agent attempted to guide through Windows settings to identify Wi-Fi band but provided incorrect navigation steps (e.g., 'ncpac.pl', 'NCPA Charlie Charlie'). No model, serial, or firmware details collected. Account login issue not addressed. Call ended with suggestion to replace router without resolution.

Troubleshooting Steps
  • Asked about router type (identified as dual-band)
  • Attempted to guide customer through Windows Wi-Fi settings to determine band (provided incorrect commands: 'ncpac.pl', 'NCPA Charlie Charlie')
  • Checked whether the PC was using wired or wireless connection
  • Suggested factory reset without confirming impact or obtaining consent
Key Observations
  • Agent never obtained the router model or serial number, violating core protocol.
  • Provided factually incorrect Windows command: 'ncpac.pl' and 'NCPA Charlie Charlie' are not valid commands for checking Wi-Fi link speed or band ([00:14:00]).
  • Failed to use standard Linksys troubleshooting path: did not direct customer to access router via 192.168.1.1 or myrouter.local to check settings.
  • Did not address the account login issue, which was a primary customer concern.
  • Suggested factory reset without explaining consequences or obtaining consent.
  • Call lacked structure and efficiency, looping through incorrect UI paths without validating progress.
  • Ended call with a generic upgrade suggestion without confirming resolution or providing a concrete next step.
Positive Highlights
  • Agent used polite language and addressed the customer respectfully.
  • Attempted to determine which Wi-Fi band the customer was using.
  • Recognized the router is a legacy device and mentioned the possibility of upgrading.
Agent Errors / Gaps
  • Failed to collect essential device information (model, serial, firmware).
  • Provided technically inaccurate Windows navigation steps (e.g., 'ncpac.pl', 'NCPA Charlie Charlie').
  • Did not verify or resolve the customer's account login problem.
  • Suggested a factory reset without confirming impact or obtaining consent.
  • Did not use correct Linksys troubleshooting path (local web UI access).
  • Gave confusing and incorrect instructions that led to customer disengagement.
  • Did not establish a clear next step, escalation, or callback.
  • Failed to provide any self-help resource (KB article, email instructions) after customer declined further action.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ends with 'You are good to go for now' but never resolves the core issue of changing the 2.4GHz SSID or accessing the router account; no technical resolution or escalation occurs.
R2 Not Met Diagnostic thoroughness conf 97%
Agent fails to access router settings or perform meaningful troubleshooting; instead walks customer through unrelated Windows network commands (NCPA) that do not advance diagnosis.
R3 Partially Met Correct resolution path conf 93%
Agent acknowledges the device is a legacy model and suggests upgrading, which aligns with KB guidance for end-of-life devices; however, fails to offer best-effort troubleshooting (e.g., factory reset, local admin access) before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent assumes the issue is changing the 2.4GHz SSID without verifying the actual problem (account login failure), and incorrectly identifies the router model as 'Arisma' (not a Linksys model).
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools (e.g., remote session, router admin UI, logs); agent relies solely on customer description and provides invalid commands.
T3 Not Met No misinformation conf 97%
Agent instructs customer to type 'NCPA NCPA...' — a non-functional command; misidentifies router as 'Arisma'; confuses Ethernet and Wi-Fi connection status.
Communication
C1 Not Met Clear & professional language conf 94%
Agent repeatedly loses control of the call, gives unclear UI instructions (e.g., 'click four squares'), and fails to redirect back to the core issue after confusion.
C2 Not Met Confirmed understanding conf 95%
Agent uses technical terms without adaptation (e.g., 'NCPA', 'link speed') and does not confirm understanding when customer says 'I don’t know what you’re talking about'.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent does not take ownership — avoids resolving the issue, offers no follow-up, and closes with 'You are good to go' despite unresolved login and configuration problems.
O2 Not Met Proactive follow-through conf 95%
No clear next steps provided — agent ends call without action plan, documentation, or escalation path for unresolved account access issue.
O3 Not Met Closure confirmation conf 93%
Despite being a follow-up call, agent does not reference prior case details or history and starts troubleshooting from scratch.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Issue required escalation (agent unable to resolve login/configuration issue), but no escalation initiated; instead, agent dismisses with suggestion to buy new router.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent uses polite closing ('thank you', 'have a great day') and acknowledges device age, but lacks genuine empathy for frustration; tone remains procedural and dismissive.
X2 Not Met Tone & rapport conf 94%
Agent fails to adapt to customer confusion (e.g., repeating unclear instructions), does not check comprehension, and causes disengagement.
X3 Not Met Overall experience conf 95%
Agent increases customer effort by introducing unnecessary steps (search box, NCPA command), forcing repetition, and failing to streamline resolution.
Call Transcript40 turns · 42 lines
Speaker 1
This is LiNKIS technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a LiNKIS specialist. [silence] Hello, this is from LiNKIS. Customer Assurance team. May I speak to Ruf? [silence] Okay, ma'am, so your case has been escalated to us, so I'm doing a follow-up call regarding your concern about your LiNKIS device. And is this the best time ma'am for us to work with the case? Okay. [silence] Uh. Uh, actually, ma'am, we had so many. Yeah, we actually have, we actually have updated our database with [silence]
00:00
Speaker 2
This is her. Uh, yeah, yeah. I, I, I just wanna ask. They said that it's out of date. They can't find me anywhere in your system. Is there anything you'll be able to do? They can't find my router. They can't find me. They can't find anything. And I know I've worked with you before.
00:00
Speaker 1
We are currently using like the new system. So the old files, yeah, so if you contact us like two years or yeah, two years ago, or last year, I didn't, yep, your previous, uh, records might be, ah, erased because it, uh, our, ah, yeah. So it's yeah, probably it's, uh, already gone, Ma'am. Since we updated our database, yep. Uh, this, For actually, Ma'am. For this one. I believe you just want like to change the WiFi name of 2.4 GHz band, right? Mhm. You want me to silence that?
01:00
Speaker 2
It's been about, it's been about, six, eight years. It's a ring. So, there's probably nothing you can do to help me anyway. Well, no, what, what you guys did for me when I originally got the router was, our internet is called Reichert. They put another one just for my work laptop to say Reichert two. So that wasn't pulling all the juice and stuff from the Reichert one. It was on its own, because there's two bandwidths.
01:00
Speaker 1
Okay, actually, I'm the settings on the route of the router is saved on the router itself, so even you don't have a an account from links, you can still edit your account. We can still reset the router to reconfigure the Wi-Fi settings of the router. So it doesn't matter if you have an account or not. Uh it's up to you, ma'am. So that second Wi-Fi name is yeah, so this router of yours [silence]
02:00
Speaker 2
21, disappeared this morning. So you guys are the ones that did that and set it up. But I don't know if you can do that now because I can't get logged into my account. I clicked on update and forgot password. I changed it and it still won't let me get into my account. Okay. Okay, my right now, it worked all after I got off the phone with you guys. It has been working all day on the one that says right. Do I need to have that second one.
02:00
Speaker 1
Arisma is actually a dual band router so it's capable like to broadcast two frequencies the two point four and the five gigahertz band so you're probably you are still using one of the band right now uh yeah so it just you cannot distinguish if that is two point four or five gigahertz band so okay so for this one we can check using your wi-fi or using the via your link speed by the way Mam are you using a laptop? Do you have a laptop right now or a desktop? Okay is that a Windows? Please go ahead man. Uh yeah internet yet yeah because if that's the case then probably you are using the five gigahertz band because for almost [silence]
03:00
Speaker 2
OK. OK. Right. So how do I know which one I'm using? That's. It's a laptop for work. And when I checked, it've. I checked the speed on it this morning and it was 230 MV whatever. And the upload was 37.
03:00
Speaker 1
2.4 gigahertz, it's just a uh for the 2.4 gigahertz it's maximum speed is up to uh hold on. Let me just double check. Ah, yes. Hold on a minute. Let me just double check. Because for 2.4, it's also possible that you are getting I mean it's also possible that you are using the the 2.4 gigahertz band. But if you want Ma'am, we can actually check. Is that okay with you? We'll check which band you are using on your laptop. Yeah, we can check the one. I can guide you on how to check. Are you are you using Ma'am a Windows or a Mac computer.
04:00
Speaker 2
So, if I'm using the 5.4, I should be good then, right? I shouldn't need that second one. Because I, I did a speed test on it, cuz I asked my work what the best speed speed test was and and when I did it, it, it came out to be like 220 whatever that first number is, mb sport, whatever, something, and 37 upload. Okay.
04:00
Speaker 1
okay, so for Windows computer,_MEM_, can you click on the wireless icon located at the bottom, right? There's a Wi-Fi symbol there. Yeah. Please click on it. Yes, yes. The Wi-Fi signal. Click it. Uh, right, uh, bottom, right? Yeah, on the right. Oh, no, no, on the left. Uh, left click. Yeah, left click it. Then click on uh settings. Then other settings,_MEM_. Look for Wi-Fi and internet. Or Wi-Fi, yeah. Yeah, then just go down. There should be a settings there.
05:00
Speaker 2
the Wi-Fi signal on the left or right am I clicking on the mouse on the left or the right okay okay I'm did that I'm on settings uh Wi-Fi it just says on [silence]
05:00
Speaker 1
once you select Wi-Fi. Yah, because there's actually a way for us to check on your computer. uh, uh, a little man. uh, are you using a Windows 10, or a Windows 11 computer? Okay. Is it the one man who's the Windows logo on the mid on the middle of the screen? Is
06:00
Speaker 2
Okay. Show, available networks, managed networks, hardware property, random hardware addresses. Because I, I clicked the all settings button. And then there's, it says recommended settings, recently, commonly used settings, that one says Wi-Fi. So that's the one I clicked on. Okay. I don't know. I think it's 11.
06:00
Speaker 1
Like bottom button, the four square or the Windows logo. Is it the one on the middle? Of the screen? Like at the bottom of the taskbar, yeah on the taskbar. There's a Windows logo. Is it on the left side or on the center part of the screen? Ha. I don't know. That's the desktop. Then below, there's like a taskbar. On the place where the box. Yeah, there's like four squares. Yeah, that's the Windows logo. Okay. So how about this one Nel? I'll un. Can you see the Windows logo?
07:00
Speaker 2
I don't, I don't know what you're talking about.
07:00
Speaker 1
Yes, the one. Can you see that? [silence] Yes, please click that four squares, ma'am, then click on settings. [silence] Okay. Then under settings, click on network and internet. [silence] Yes, yeah. Can you see network and internet? [silence] Yeah, yeah, please click on settings. Then under settings window, click on network and internet. Then under network and internet, click on WiFi. [silence] Okay, then under WiFi, ma'am, you can see there your WiFi name.
08:00
Speaker 2
I connect ., uh thing for the, internet speaker. I go and then battery, and that's it. Oh, the four squares, yeah, that one. uh, okay, and then what oh yep. uh, okay. yep. uh, got it. no, hang on. I gotta go back. The four squares and then what? uh, settings. uh, got it.
08:00
Speaker 1
Which shows connected right?
09:00
Speaker 2
It says, Wi-Fi and then show available networks. [silence] Manage known networks. I want [silence] show available networks. [silence] No. [silence] Okay. Am I saying show available networks? [silence] Yeah. The Wi-Fi name is Reichert, R-E-I-C-H-E-R-T. [silence] Oh yeah. [silence] Oh yeah. I'm connected because when I [silence] yeah. [silence] No, no arrow. Nothing. [silence]
09:00
Speaker 1
because they should be the what happened if you select your wife i name try to select your wife i name skip this try to double double it. mm-hmm. yeah. is there an arrow, ma'am, like next to your wife i name? the one that shows connected. so what happened if you select your wife i name? like if you highlight your wife i name? the one. can you click again, ma'am? uh, no, ma'am. can you go back, ma'am, to network and internet?
10:00
Speaker 2
Well, right now if I go down to the bottom right corner, and I put my mouse, or my pointer thing to the computer, it says Rycroft Internet Access, and then Ceteracorporate.com connected. So, I'm connected, I know that. [silence] No. No. Okay. It says, connect automatically, this Wi-Fi uses an older security standard that might not protect you. [silence] And connected.
10:00
Speaker 1
yeah go back to click network and internet then click again on Wi-Fi okay so under network and internet then there's an arrow Wi-Fi so is the Wi-Fi turned on is it toggled to right okay then what can you see ma'am below Wi-Fi is your there manages known networks hold on then because it looks like that we are not yeah it seems that you are not connected to Wi-Fi is there a cable ma'am that connects your computer directly to the router
11:00
Speaker 2
Okay. That's good. Yep. Yeah. It's on. Yep. Show available networks with the down arrow button. and then the next one is Manage. Yeah. No, I'm connected to Wi-Fi cuz it's, no, I, I just had Spectrum, that's who we have internet through out here, about an hour ago. They
11:00
Speaker 1
uh-huh because it should show your name under network and internet but yeah I'm I'm wondering why you cannot see yes yes I understand but I'm I'm wondering why you cannot see your Wi-Fi name below Wi-Fi it should be in between Wi-Fi and show available wireless networks you should be able to see your Wi-Fi name there yes can you click on your Wi-Fi name and can you tell me the option because it might ask you for the Wi-Fi password if you select it hold on
12:00
Speaker 2
Checked absolutely everything. Everything is connected and everything works. So there's no internet connection issues. [silence] And it shows I am connected to the internet right now. [silence] It... it does. [silence] Well, when I hit "show available networks", my name is right at the top. [silence] No, it says... it says secured, connect automatically and I'm connected. [silence] And I know I'm connected because I just brought up some. [silence]
12:00
Speaker 1
Okay. When you select your Wi-Fi name, ma'am, under manage known networks. Can you see there the... Hold on. There should be an option. Up there, you click your WiFi name. Okay. So when you click your WiFi name, ma'am, under manage known network, so it's just connected, right? Can you... Okay. Can you scroll it down, ma'am, to the bottom? Yeah. Scroll it down. Yeah. What's the IP assignment that you can see there? Is it... Okay. Okay. Yeah. Yeah, so that's not the one, ma'am. That's not the one. Okay.
13:00
Speaker 2
Some files from work and it's working it's connected. It just says connect automatically and then connect over to the right but I'm already connected so I don't want to mess with it. Yep. If I scroll to the bottom of this page it says related support, get help, give feedback.
13:00
Speaker 1
Yeah, can you close that screen ma'am and this time? Can you see a search box next to the Windows logo? yeah there's a search box yes close that screen then next, yeah beside the Windows logo on the bottom the the one that you clicked Can you see a search? Yes, yeah. Next to the four screen? A search Okay. So on search box can you type in there? Yeah, please type this command NCPA NCPA NCPA NCPA Charlie Charlie Charlie Papa Alpha NCPA NC PA Lima Charlie Papa Lima Okay, then press enter
14:00
Speaker 2
close this screen four squares oh search yep yep yep wait can you repeat that yep okay mhm
14:00
Speaker 1
And it should bring you to the network connections window. Okay, so under network conditions window, ma'am, can you see the Wi-Fi yeah Wi-Fi settings. Okay and ah hold on now. When you. Can you write. Okay, so you, can you see the your Wi-Fi name or the Wi-Fi, manifold? Did it shows connected. Now what? Okay, can you right click on it? Then click on status. Okay, so on the status window, can you tell me, ma'am, the link speed? Oh, 150.
15:00
Speaker 2
Yep. [silence] mining [silence] yeah [silence] it says ethernet Ricard [silence] yeah. [silence] it's connected. [silence] Yep. [silence] okay. [silence] 1.0 gigabytes. 30 milliseconds. I don't know. It's got speed 1.2 and it's got details. Okay.
15:00
Speaker 1
Okay, then can you tell me what are the other icons that you can see in the network connections window? Outside of Ethernet. Yeah, just close the, okay, so currently we are on the details window right or status? Okay, can you type again, Ma'am, ncpac.pl on the search bar in the search box next to the Windows logo? Yeah, type in ncpac.pl. Okay, the network connection window. What are the icons that you can see there Ma'am, aside from Ethernet? Can you see there anything that says Wi-Fi?
17:00
Speaker 2
Okay. I clicked out of everything so you're gonna have to tell me where to go again. No I'm on nothing. I have a blank screen. Okay. Yep I got it. And I got a box that popped up. Under ethernet it says ethernet 2 ethernet 3 ethernet network cable unplugged. Anything else?
17:00
Speaker 1
Or no. Yes, white. It shows not. It's alsalsalt.connected so if that's the case, then that means you are not. To Wi-Fi, so you are just using your Ethernet. Do you want this computer meme to be connected to Wi-Fi or no? Just Ethernet. Yeah, because it's up to you, your. Yeah, do you want this to be wired or wireless? This computer, do you want it? Ah, I see. You have to. Yeah, so if that's the case, then yeah, you would not be able to see uh which band your device is connected. Since you are connected via wired. So the only way for us to check isтический Yeah, I agree. It's more stable compared to wireless. Because the only way meme for us to check which band your device is connected is to connect to Wi-Fi. Yeah, we cannot see your wireless connectivity. from if you are just connected wired, so the only way for us to check if the wireless is working is to access the router's setup page. And I believe this is where you are having hard time earlier because the password you are using, it didn't work, right? Yeah, and I believe the previous technician is recommending you, like, to reset and reconfigure the router, which, yeah, if we do that, one mem, that will erase all the current settings of your links router. Hmm. Yes. Yeah it's actually working. Yeah. Yeah, so, Okay. Yeah, so it seems that [silence]
18:00
Speaker 2
right yeah I think I'm gonna wait on that I mean it seems to be working now because I just brought up like I just brought up some work stuff and I can get into everything at my work yeah
19:00
Speaker 1
You are good to go for now, ma'am. Okay. Yeah. So anything else that I can help you with, aside from your main concern? Yeah. Yeah, if you have wireless devices there, ma'am, like your phone, you can try to connect it to your Wi-Fi. Okay.
20:00
Speaker 2
Yeah, hold on a second. I want to see now if it actually let me just try bringing up something on the network here. Hold on.
20:00
Speaker 1
yes also that's a good idea considering this is one of Linksys what we call a legacy device so there's no further development with this model as well so much better if you update to a newer system okay thank you welcome you and once again my name is Paul from Linksys customer assurance team have a great day and stay safe always bye bye bye bye
21:00
Speaker 2
Yeah, it seems to be working and stuff, so I don't know. We'll just leave it the way it is and I may have to get a new router just because um it's eight years old. Okay. All right. Okay. Thank you. Yep, thank you. All right. Okay.
21:00