V2 Rubric Detail — 375c8a70-6514-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 21:34
Duration
19m 1s
Contact
Linda Wood
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00133032
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8250 Single Device cannot connect

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall54.3% (+26.3)

V2 Grader Summary

The agent correctly identified the router as end-of-life and provided factually accurate guidance, including a power-cycle and network reset. However, key diagnostics were skipped, empathy was minimal, and the issue was not resolved. The customer was left with an incomplete path forward, resulting in a partial resolution.

V1 Case Analysis

Customer (Linda) reported laptop showing 'NS-E-RROR-OFFLINE' and unable to connect to Wi-Fi. Agent could not identify router model, provided incorrect advice (e.g., 'find Wi-Fi' feature, 'IKEE TV'), and did not verify router/network status. Issue unresolved; advised power-cycle and router replacement.

Troubleshooting Steps
  • Collected serial number and created a case record.
  • Informed customer the router is end-of-support.
  • Asked if other devices are affected (customer confirmed only laptop).
  • Guided customer through Windows Settings to locate Wi-Fi and 'Forget' network (unsuccessful/unconfirmed).
  • Recommended full power-cycle of modem, router, and laptop (outcome not confirmed).
Key Observations
  • Agent never identified the router model despite having the serial number (01:00, 05:00).
  • Provided materially inaccurate technical advice: referenced non-existent 'find Wi-Fi' feature and 'IKEE TV' as a troubleshooting tool (05:00).
  • Failed to verify basic network state: no check of router LEDs, WAN connection, or other devices beyond a vague question (06:00).
  • Did not confirm whether the customer could reconnect after 'forget' step or if password was known (16:00–17:00).
  • No resolution validation: call ended without confirming if power-cycle worked (18:00).
  • No operational closure: did not provide KB article, email follow-up, or escalation path despite unresolved issue.
Positive Highlights
  • Agent collected serial number and created a case record (03:00–04:00).
  • Collected customer email despite garbled input (04:00).
  • Attempted to confirm if issue was isolated to one device (06:00).
  • Displayed empathy by acknowledging customer frustration (implied in tone).
Agent Errors / Gaps
  • Failed to capture or verify product model number despite having serial (01:00, 05:00).
  • Provided materially inaccurate technical guidance: mentioned 'find Wi-Fi' feature and 'IKEE TV' as support tools, which are not valid Linksys features or supported troubleshooting methods (05:00). Contradicts KB guidance on Wi-Fi troubleshooting.
  • Did not follow standard Wi-Fi troubleshooting flow: skipped router admin check (e.g., 192.168.1.1 or myrouter.local), LED status, WAN verification, or SSID broadcast confirmation. KB reference: adjacent_smartphone_wifi.md, universal_mesh_full_rebuild.md.
  • Gave unclear instructions on 'Forget network' without confirming the UI path or password recall (13:00–17:00).
  • Did not validate outcome of power-cycle or confirm reconnection (18:00).
  • Failed to provide any self-help resource, KB article, or follow-up option after customer declined paid support (implied). KB reference: adjacent_smartphone_wifi.md, universal_mesh_full_rebuild.md.
  • Allowed call to close without operational resolution or clear next step, resulting in abandoned outcome.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the connectivity issue; customer ended call without confirmation of a working connection, only a suggestion to buy a new router.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through Wi-Fi settings and suggested a power cycle, but skipped essential router-side diagnostics like checking WAN status, LED indicators, or rebooting the router.
R3 Met Correct resolution path conf 93%
Agent correctly identified the router as end-of-life, explained lack of support and updates, and advised replacement as the best available path forward.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent confirmed the issue was isolated to one device and that it previously worked, but failed to systematically diagnose ISP, modem, or router health (e.g., no LED check, no WAN test).
T2 Not Met Appropriate tools / resources used conf 92%
No use of diagnostic tools such as router admin interface (192.168.1.1), remote session, or even asking about router LED status, despite being appropriate for a Wi-Fi connectivity issue.
T3 Met No misinformation conf 95%
All technical guidance (forget network, power-cycle, EOL status) was accurate and consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent created a case and collected info, but call flow was disjointed with frequent silences, unclear transitions, and repetitive questioning, indicating weak control.
C2 Partially Met Confirmed understanding conf 85%
Agent used some technical terms without simplification but did adapt by walking through Windows steps; however, repeated 'uh' and unclear prompts suggest limited adaptation to customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent created a case record, collected serial, name, email, and ISP, and remained on the call without transferring or avoiding responsibility.
O2 Partially Met Proactive follow-through conf 86%
Agent provided a next step (power-cycle and wait), but did not set a timeline for follow-up or offer a callback, leaving customer without clear next actions.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was device-specific and the router was end-of-life.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent did not explicitly acknowledge frustration, but remained polite and patient throughout; minimal empathy shown, but no discourtesy.
X2 Partially Met Tone & rapport conf 86%
Agent attempted to guide the customer step-by-step through settings, showing effort to match pace, though delivery was hesitant and filled with fillers.
X3 Partially Met Overall experience conf 88%
Customer had to navigate multiple menus and repeat actions, but agent did assist in real-time rather than making them call back or repeat the entire process.
Call Transcript35 turns · 36 lines
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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
Hi, Ali. My name's Linda. I have a Linksys and I have a serial number and I am not being able to connect to my computer, my Wi-Fi. Yes. S slash N as in Nancy, 3 2 W 1 0, C as in cat, 6 9 9 0 6 1, 9 3.
01:00
Speaker 2
later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys technical support. my name is elia. how can I help you? okay uh Ms. Linda, can you give me the serial number, please? okay uh Ms. Linda, let me verify it back for you. that's 32W for whopping
01:00
Speaker 1
Correct. I can't get into my computer. So, it says, looks like there's a problem with your internet connection. And, um, let's see, what else did it say? It said, um, connection error failed to read server. Problem with internet connection. Error code NS-E-R-ROR-OFFLINE.
02:00
Speaker 2
Okay, Whiskey, 10 C for Charlie, six.
02:00
Speaker 1
Uh-huh. Uh-huh. Okay. Wood.
03:00
Speaker 2
Okay, thank you so much. Okay, uh, one quick moment. And, uh, by the way, Miss Linda, is this your first time calling Linksys? Oh. Okay. Okay, uh, just give me one moment, Miss Linda, 'cause I'm actually trying to pull up any or, um, any record to check if we have any. Um, while I'm using your serial number. Okay. Uh, Miss Linda, since it's your first time calling Linksys, uh, let me just go ahead and create a record for this conversation. Can I please have your last name?
03:00
Speaker 1
[silence] K-Y woman [silence] at [silence] widbe, W-H ideas in David [silence] B as in boy. E-Y dot com. [silence] would be tell.
04:00
Speaker 2
Okay. Okay. And your email address, Ms. Linda? Okay. Thank you so much. Okay. And your Internet service provider, Ms. Linda, is? Okay, Widby. Okay. Okay. Uh, Ms. Linda, I just successfully created a record for this conversation, and um, I did also check um the router that you have. Uh, Ms. Linda, as far checking here, the router that you have is uh one of the routers that has already reached its um end of life. So, we no longer provide, I mean, um, Linksys is no longer um, providing any um updates to these models. Uh, but what we can do is provide you an alternative router, which is this. Um, where you can um, use its um find Wi-Fi feature. Uh, do you have a friend? Uh, who owns a IKEE TV? Mm.
04:00
Speaker 1
My phone works as I'm talking to you, so that works. Well, that's it. I only have one.
06:00
Speaker 2
Longer is sending an update on this router. And we stopped manufacturing the same router anymore. And also, Ms. Linda, as per checking, the support of your router just actually also ended last March 11 of this year. So, basically, we can no longer provide support for this router, Ms. Linda. But, regarding, yes. Regarding with your issue, Ms. Linda, that the laptop is not, is not able to connect. Like, how about your other devices, Ms. Linda? Okay, so it's just this laptop.
06:00
Speaker 1
Uh-huh. Well, it said, um, all the things I read to you, um, from the screen, and then at the bottom, it says try again. So I hit Try Again, and then I did that several times and nothing happened. Uh then then I called Whidbey telecom my, uh, phone service, and um they said, uh, I was, um, they couldn't help me because I have linksys. And they said try unplugging it and plugging it back in. So I unplugged it. They said, wait two to three seconds, which I did. And then uh they said to, uh, wait, um, three to five minutes to boot up.
07:00
Speaker 2
[silence] uh-huh, um, what are the things that you've done? [silence] when you notice this one, Melinda?
07:00
Speaker 1
[KEEP_UNCERTAIN] And I just went to lunch and came back and it's still not working. Before what? Today. Was it connected to what before? I don't understand your question, I guess. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. I don't know, I guess so. Yeah, probably.
08:00
Speaker 2
[silence] but this uh, computer Miss Linda, was it working before with the uh with the router? Like before, is it working? I know um this router was it working before um with the internet? Like, was it connected before? uh this computer Miss Linda that you're having a trouble connecting to your Wi-Fi, was it connected before? I mean, was it working before with your internet? Is it connected before without any problem?
08:00
Speaker 1
Right, correct, yes.
09:00
Speaker 2
I'm sorry, could you repeat that? Forgot the network. So, is this windows computer? Okay, it's an HP and it's running Windows 11. Okay. Can you go to the settings of this computer, please? Yes. It's okay. What can you see at the very bottom of your screen?
09:00
Speaker 1
4.47 Thank you. shaking, setting, at, S-C-T-I-N-G. shaking, shake, okay, no effect. Oh, okay, setting, okay,
10:00
Speaker 2
at the yes at the very bottom on the left. Okay. Um, can you click on the magnifying glass or on the word search at the very bottom? Mhm. and then type in the word "settings." Yes. Perfect. Um, it has-- has it should have an S.
10:00
Speaker 1
G-I-N-G-S yes okay I did that yes. Okay. Okay. The word not the box. The word okay okay okay. key okay internet a network and internet yeah okay okay got that and it says not connected You aren't connected to any networks. Get help on Let's see wireless the first line is wireless connect manage known networks and metered networks.
11:00
Speaker 2
Okay. So there should be a gear-like icon that will appear. Yeah. So click on the word "open". Yes, not the box, but the word itself. Open. The word "open". So after that, look for Wi-Fi. Yeah, that one. I'm sorry. Yeah, that one. Network and internet.
11:00
Speaker 1
and it's off on the far right of the off. okay manage known legacy. Don't have to turn it don't have to turn it on first. manage known networks Wi-Fi lan and go 5 gigahertz properties connected and secured. Show available network. uh-huh. links. Yeah, I'm not seeing it. I had link,
12:00
Speaker 2
Ahem, uh click on manage known WIFI or manage known internet aha and then, can you look at for your WIFI name? Yeah, ah if you're customized it before
12:00
Speaker 1
It says link and go, 5 gigahertz properties connected. Okay. Okay. Let's see, connect automatically when in range. Public network, private. Okay, keep going. Keep going. Need it. IP Assignment. Network and. I don't see... what, tell me what you want me to do again? Hit what? That? Forget now. Now, don't see forget anywhere. Um, let's see. IP assignment, meter. You're good.
13:00
Speaker 2
Okay, uh, uh, that's your, uh, that's your network name, or that's your, your wi-fi name. Okay, click on that one. And then there should be an option for you that says, "forget." Uh, look for, forget the word, forget. [silence]
13:00
Speaker 1
The device is not discoverably on this network. I don't see forget. Mm-hmm. Correct. Okay. [silence]
14:00
Speaker 2
I you don't see forget. one moment. Network and internet.
14:00
Speaker 1
Oh click and break. Let me see. I have home system Bluetooth and devices network and internet and personalization. Okay. Okay. It says Wi-Fi link and go connected and secured. So just, uh hit Wi-Fi. Okay. Got it. Now it says link and go show available networks, managed known networks, hardware
15:00
Speaker 2
so after you click on "manage known networks", um, Mr. Linda, like you don't have the option like to um, click on forget network. Yeah, not yeah. uh, click on network and internet. Okay. And then click on Wi-Fi if you can see Wi-Fi. Uh-huh.
15:00
Speaker 1
Okay. Manage known network, okay. Add a new network. And they are, one of them is MOTO, 7820, weeby, yeah, yFi, no, our libraries hotspot, linkinGo, five gigs WTC hall, pound zero. Okay. I just saw that somewhere, I thought, yeah, linkinGo. Yes. Yes.
16:00
Speaker 2
click on manage known network. Your Wi-Fi name, is the? [silence] okay. Right, okay. Right? Right? Okay. So, if your Wi-Fi name, is the, on the right side of the, do you have the option to forget network, or no? Okay, click on forget. uh, but before you click on forget network, Ms. Linda, do you still remember the Wi-Fi name of your?
16:00
Speaker 1
No. I don't okay. I'm looking. now. Okay. Okay. [silence]
17:00
Speaker 2
Oh, okay, then let's not. OK, so if that's the case, and let's not uh uh go on that process. Because if that is actually the case, well, maybe like, um um you may not be able to reconnect the laptop again if you don't remember the Wi-Fi password, and if we choose to forget that the network. So, how about with this one? Because, um that's the only thing that I can actually help you in regards with this router. Um the other thing is um turning off everything, Ms. Linda. Okay? Turn off your modem. Turn off your router. Turn off the turn off your laptop. Then after that, wait for like, uh let's say a minute before turning everything on back on. [silence] [silence] Okay.
17:00
Speaker 1
Okay? Okay. Okay. You got a new router. Okay. Okay. Gosh, I wish they was we've been very helpful but thank you. I'll try what you suggest. Okay, thank you. Have a good day. You too. Okay. Bye now.
18:00
Speaker 2
okay the modem yeah the internet source uh-huh yeah yeah that's the only thing that I can help you in now wait after a minute and if nothing and okay and also Miss Linda if the issue will not be resolved you may want to consider getting a new router because this one is already end of support okay so would there be anything else Miss Linda that maybe I can help you with thank you so much as well Miss Linda okay thank you so much uh bye bye for now [silence]
18:00