V2 Rubric Detail — 3b4049b6-6c16-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 19:36
Duration
7m 23s
Contact
Saint Joseph Hospital
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134116
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Poor Wireless Signal

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall20.5% (-5.5)

V2 Grader Summary

The agent failed to resolve the intermittent WiFi drop issue, performing only a single power cycle and no meaningful troubleshooting. Despite the device being out-of-warranty, no best-effort steps were taken, and critical errors like an incorrect URL and repeated communication failures undermined the interaction. The case was closed without resolution, leaving the customer to self-diagnose.

V1 Case Analysis

Customer reports Wi-Fi drops after factory reset on WRT3200AC. Agent misidentified model as E2500, gave incorrect warranty status, and failed to guide through reconfiguration. Only performed power cycle and directed to website. Issue unresolved.

Troubleshooting Steps
  • Asked for model and serial number
  • Performed power cycle of the router
Key Observations
  • Agent misidentified the router model (WRT3200AC as E2500) at [04:00], leading to incorrect technical guidance.
  • Agent incorrectly stated the E2500 is out of warranty and support ended in August 2025 — this is false and not supported by any KB.
  • Failed to guide customer through post-factory reset setup wizard (SSID, admin password, WAN settings) as required by universal_factory_reset.md.
  • Provided no correct access URL for setup — the WRT3200AC uses http://192.168.1.1, not myrouter.info or myrouter.local.
  • Did not verify if the Wi-Fi issue was resolved after the power cycle; customer later confirmed poor signal.
Positive Highlights
  • Polite greeting and initial request for model/serial number at [00:00].
  • Performed a power cycle, which is a valid first step per universal_isp_modem_diagnostics.md.
Agent Errors / Gaps
  • Wrong model identification (E2500 instead of WRT3200AC) at [04:00].
  • Incorrect warranty and support status information given.
  • Failed to provide post-reset reconfiguration steps (SSID, admin password, WAN setup).
  • Did not confirm the router was properly set up after factory reset.
  • Did not verify resolution of the Wi-Fi issue before closing the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
The issue (intermittent WiFi drops) was not resolved; the agent suggested buying a new router and using a website, but the existing problem remained unaddressed.
R2 Not Met Diagnostic thoroughness conf 95%
Only one troubleshooting step (power cycle) was attempted, and it was performed before confirming the issue persisted; no further diagnostics like checking WAN status, configuration, or logs were conducted.
R3 Partially Met Correct resolution path conf 91%
Agent correctly identified the E2500 as out-of-warranty and end-of-life, but failed to provide best-effort troubleshooting (e.g., factory reset guidance, reconfiguration steps) before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent did not ask targeted questions to isolate the root cause (e.g., wired vs wireless, single vs multiple devices affected); jumped to power cycle without diagnostic process.
T2 Not Met Appropriate tools / resources used conf 93%
No use of tools such as remote access, admin dashboard check, or WAN diagnostics despite the need to verify router configuration after a factory reset.
T3 Partially Met No misinformation conf 89%
Agent accurately stated the E2500 is end-of-life, but provided an incorrect URL (‘http// support s u p p o r t .com’) and misidentified model suffix (‘E2500-CA’), which could mislead the customer.
Communication
C1 Not Met Clear & professional language conf 92%
Frequent long silences, repeated miscommunications, and failure to control the flow; agent lost direction multiple times and did not set clear expectations.
C2 Not Met Confirmed understanding conf 91%
Agent repeatedly failed to capture the customer’s email address and did not adapt communication style or confirm understanding, causing unnecessary repetition.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of resolving the issue; instead redirected to self-help and product replacement without attempting a fix.
O2 Partially Met Proactive follow-through conf 87%
Agent mentioned future support for a new router but gave no specific timeline or follow-up commitment for the current unresolved issue.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
No escalation was warranted due to the device being out-of-warranty and end-of-life; decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Minimal empathy shown; only a generic apology was offered without acknowledging the hospital’s critical context or frustration.
X2 Not Met Tone & rapport conf 91%
Agent did not adjust tone or pace despite customer confusion; continued with scripted responses instead of adapting.
X3 Not Met Overall experience conf 94%
Customer repeated email multiple times due to agent error; unnecessary effort imposed by not capturing basic information correctly.
Call Transcript16 turns · 16 lines
Speaker 1
Hi, I'm calling from St. Joseph's hospital. We have your internet router or Wi-Fi router in our emergency department, um, and it looks like it was factory reset, so I just need some assistance. [silence]
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 one now. For out of warranty products, please have your device's serial number and your contact information ready. If unavailable, kindly call back later. For out of warranty products, a paid support option may be available depending on the issue. Thank you for calling Linksys. This is Ephy. How can I help you? Ephy Yes. I think my network isn't working correctly. It just keeps dropping out. [silence] I've checked all the cables and everything seems to be connected properly. But it keeps dropping. Ephy Okay. Did you check your network settings on your device? [silence] I've tried resetting my router several times and even unplugged it, but nothing seems to be working. Ephy Hmm. What have you tried so far? [silence] I've tried restarting my computer, but that didn't help either. Ephy Okay. What model is your router? [silence] It's a wrt 3200 acc. Ephy Okay. Let's try a few things. First, can you unplug the power from the router and then plug it back in after about 10 seconds? [silence] Okay. I'll try that. Well, it's working now. Ephy Okay. That's usually a quick fix for simple issues. Just give it some more time to see if the problem goes away completely. [silence] Thank you, Ephy. [silence]
00:00
Speaker 1
Well, there it's very, very poor in there, the internet, there's different Wi-Fi networks, but that one we did have somebody come out to look at our cell phone booster, and he said that it was factory reset and to give you guys a call because he couldn't help. Sure, the serial number is 0-1-A30C6B516584 Is that the four digit slash four digits number? [silence]
01:00
Speaker 2
Okay, so, the router was factory reset, so right now you don't have internet connection. All right. Could I have the model number and serial number of the links' device, please? Oh, okay. I'm sorry. I'm sorry. I think I see it now. I can't believe I'm out.
01:00
Speaker 1
Oh, dear. Uh, yup. Yeah, that's exactly. Yup. Um, uh, should I tell? St. Joseph's Hospital. I'll give you my email address. It's Jennifer, J-E-N-N-I-F-E-R. dot St-Pa-Sk-A-N-S-K-I at Sask Health Authority.com.
02:00
Speaker 2
E 2500. Yep. E 2500, right? Okay. And ma'am, who is your internet service provider? Sasktel. Okay. Let me just create a record. So can I have, uh, what is the name on the account? St. Joseph's Hospital. And the email address, maam? Mhm. Mhm. [silence] I'm sorry. What was that? [silence] I'm sorry. I didn't catch that. What the [silence] was that, maam?
02:00
Speaker 1
[silence] Yep. Huh Sask? Health Authority? Huh? SASK healthAuthority.ca. Huh? Huh? Yeah. ANK ski yeah. Yeah. Correct. Um, it's connected I think.
03:00
Speaker 2
All right. [silence] Alright, so that's uh Jennifer.stupanski, S-T as in Tom, right? O-P-A-N-S-K-I at OESC, H-ask, Healthathority.ca. Okay. [silence] Alright, so you're actually getting a poor signal. So the router right now, is it connected to your modem? [silence]
03:00
Speaker 1
Yeah, it's, yeah, it's, um, connected. It should be connected right now. Um. and things. OK. Uh-huh. Uh-huh. Uh-huh. OK. OK. August. OK.
04:00
Speaker 2
Yes, because we need to have access to the physical router, ma'am. Okay. And ma'am, by the way, just to set your expectation, okay? This router, E2500, it's one of our end-of-life routers. Okay? It's already out of warranty. Okay. The technical support for this device also ended July of... Let me just check the... Just give me one minute here. Yes. So it actually ended August 2025. That's for the technical support. So what we can offer... Yeah, mhm. Jennifer is our website.
04:00
Speaker 1
Okay, do you suggest since the warranties out getting a new one? Yep. Okay. How would I
05:00
Speaker 2
That would be support.linksys.com. It's for free. We do have a list of articles there because all you have to do is to reset up this device since it's reset. So you really need to reconfigure it. So there's an article there. All you have to do is just to find the model number E2500-CA. You can also take advantage of our AI tool at the bottom right. So just ask our AI agent how to configure this E2500 router. So the website again. Yes, it's actually a better option, ma'am. Because again, there will be no more updates for this particular router and no further developments. So yeah, getting a new router is actually a better option.
05:00
Speaker 1
Okay, okay. And then um you would, or sorry, you don't come out to set it up, right? We would set it up personally. Okay, so you said Amazon or in store. Okay. And I will get that website from you. What is it? www for support.
06:00
Speaker 2
well, you can get a new or you can purchase it from any local stores or in Amazon? yes, ma'am. we don't have any site technician. once you have the the new router, we can probably yeah, we can walk you through the process because definitely that is in warranty. there's free technical support for that. yes. yeah, it's http// support s u p p o r t.
06:00
Speaker 1
OK.com. OK. Thank you so much. K. Bye- Bye. Oh. OK. You too. Bye-bye.
07:00
Speaker 2
dot linksys lin K s y s.com you're very welcome ma'am yeah I really do apologize for that and thank you for calling links this is Ebby you do have a great day take care bye-bye
07:00