V2 Rubric Detail — 3f0660e2-76f4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 15:31
Duration
15m 24s
Contact
Tyler Sayers
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135793
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall2.4% (-37.6)

V2 Grader Summary

The agent failed to perform any troubleshooting, incorrectly dismissed the case due to end-of-life status without attempting best-effort support, and provided speculative, unsupported information. No resolution path was established, resulting in an unresolved case with significant gaps in technical accuracy and ownership.

V1 Case Analysis

Customer reports custom SSID not appearing; only default Linksys network visible. EA9500 v1.1 (out-of-warranty). No troubleshooting performed. Agent speculated on causes and suggested router replacement without actionable steps.

Troubleshooting Steps
  • Collected customer name, email, model, serial, and ISP
  • Informed customer the device is out-of-warranty/end-of-life
Key Observations
  • Agent did not perform basic Wi-Fi troubleshooting (power cycle, router admin login, checking WAN status).
  • Agent offered speculative, non-technical explanations (possible hacking) without evidence.
  • Agent failed to guide customer to router web interface (http://192.168.1.1) to check or restore SSID settings per adjacent_connecting_devices.md.
  • No KB article, self-help resource, or email with instructions was offered despite out-of-warranty status.
  • Call ended without a clear next step or escalation path.
Positive Highlights
  • Accurately identified the EA9500 as an end-of-life, out-of-warranty device.
  • Collected complete customer information (name, email, model, serial, ISP).
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to perform any systematic troubleshooting for a Wi-Fi connectivity issue (custom SSID not appearing).
  • Provided speculative and unverified causes (hacking, power outage) without diagnostic basis.
  • Did not instruct customer to access router web interface (http://192.168.1.1) to verify or restore custom SSID settings, as outlined in adjacent_connecting_devices.md.
  • Did not mention power cycling the router as a first step (standard in all KBs).
  • Did not offer any self-help resources (KB articles, support site) to assist customer independently.
  • Misrepresented lack of support as inability to help at all, rather than directing to self-service options.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent stated the device is end-of-support and offered no resolution path beyond purchasing a new router; issue was not resolved or meaningfully progressed.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps were performed; the agent simply stated the device is end-of-life and offered no diagnostics.
R3 Not Met Correct resolution path conf 90%
Agent chose to end the call by recommending a replacement rather than attempting best-effort out-of-warranty troubleshooting, which is required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. The customer explicitly stated they were connected to the default SSID but lost their custom one; the agent speculated about 'hacking' rather than identifying this as a factory reset symptom.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use available resources. The scenario clearly required directing the customer to the local admin UI (http://192.168.1.1 or http://myrouter.local) to verify/update WiFi settings, as detailed in adjacent_connecting_devices.md and universal_speed_below_plan.md.
T3 Not Met No misinformation conf 90%
Agent provided unsupported speculation that the customer was 'being hacked' to explain the return to default settings. This is contradicted by the KB (adjacent_connecting_devices.md), which indicates that default credentials are found on the label and are used when the router is in a default state (e.g., after a reset).
Communication
C1 Not Met Clear & professional language conf 90%
Agent said 'I'm kind of lost' and failed to reframe or regain control; no clear structure or transitions were provided after initial confusion.
C2 Not Met Confirmed understanding conf 85%
Agent used generic, non-adaptive language despite customer's repeated attempts to clarify the SSID issue; no confirmation of understanding or simplification of terms.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — immediately deferred to end-of-life policy rather than attempting resolution; transferred responsibility to customer to buy new hardware.
O2 Not Met Proactive follow-through conf 90%
No specific next steps given (e.g., 'log in to 192.168.1.1 and check WiFi settings'); only vague suggestion to consider upgrading.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue required L1 troubleshooting, not escalation.
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 85%
Agent said 'I'm sorry to hear about that' but remained dismissive; minimal empathy shown despite customer frustration and confusion.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt to customer’s tone or pace; failed to re-engage or adjust when customer expressed confusion about network names.
X3 Not Met Overall experience conf 90%
Agent increased customer effort by suggesting a full hardware replacement instead of guiding through simple recovery steps (e.g., reconfigure SSID).
Call Transcript26 turns · 29 lines
Speaker 1
I'm sort of saying. Yes. I am. Hello. what? uh my router is not um for some reason the my Wi-Fi has not reconnected to anything even after after the uh internet went out last night yes my Wi-Fi is not uh my Wi-Fi is not uh connecting to the router or other i feel could not connect to the Wi-Fi um and I called um connected to our um internet and they are saying that are on on their end everything is green um so it might be the router that we're using which is a link sys router [silence] Thank you.
00:00
Speaker 2
Hi thank you for calling linx as technical support my name is Dylan. How can I help you today? [silence] So your main uh just to make sure I got it right? Your main issue is that you don't have internet connection? Uh huh I see. Yeah um
01:00
Speaker 1
[silence] Okay. Okay, here's an issue. But I'll give you a moment.
02:00
Speaker 2
I'm sorry to hear about that. You don't have internet connection at all. Um considering that you you're using Linksys uh router as your your main router. So, let me just go ahead and check with uh view and then, um, let me run some verification first and create a record of you here so that I can proceed further. All right. Okay. Just a moment.
02:00
Speaker 1
[silence] My name is Tyler Sayre. space Sayers. [silence]
03:00
Speaker 2
All right, uh, do you mind providing me your first and last name, sir? I'm sorry, can you spell that out, please? I'm sorry, that's spelled c-y.
03:00
Speaker 1
yes hold on alright so just spell Tyler sayers no spaces no capitals um and then O.F.F.I.C. sorry uh no um only want
04:00
Speaker 2
TYLER Sayers. Okay. So that's Tyler Sayers. All right. Thank you so much for that one Sayers. Now uh can you also provide me the I mean your email address? Alright.
04:00
Speaker 1
Yes. Just to make sure the spelling of official is OFFICIAL Gmail.
05:00
Speaker 2
Okay. official that's O That's Tyler Thursday's official at gmail.com. Uh huh. Alright, thank you so much for that one, sir. Okay. No, no, sir. Tyler, can you provide me the model number and the serial number of your Linksys router? please.
05:00
Speaker 1
Sure. Um, I just uh, saw that there's a password to the Linksys Wi-Fi thing on the back here. Um, and I connected to it. I'm currently connected to it. The issue is that it's the generic Linksys network instead of the one that we set up and I don't know why that's happening. But here we go. Uh, here's the uh, you want the model number, right? E-A-9500 V1.1. Um, 5208. 6209.
06:00
Speaker 2
mmm, yes. OK? Well, you got EA 9500 version 1.1. Mmm. How about the serial number, sir?
06:00
Speaker 1
Oh, wait. No, that's not the serial number. I'm sorry. We, just, just delete that, and we'll try that again. I was looking at a different number.One, seven, A. 11.J. That's, either going to be a zero or, oh.C. 700517. Yes.
07:00
Speaker 2
Yes. Let me just repeat, that’s one seven A J zero C seven zero oh five one seven. Alright. All right, so, um, by the way, Sir, Sir Tyler, just to confirm with you, may I know who's your Internet service provider? All right, Spectrum, right? So here's the thing, uh, Sir Tyler, uh, the the Linksys device that you have right now is actually already part of our, uh, end-of-life devices, which means we...
07:00
Speaker 1
Okay. Do you mind if I ask you some general questions? So currently, I'm connected to the Wi-Fi, and the Wi-Fi is working. However, the main problem is the camera. My is not turning on
09:00
Speaker 2
no longer manufacture this one and update its uh firmware also uh looking at here it shows that the device had already expired since 2021 unfortunately for out of warranty devices we no longer provide a free troubleshooting assistance over the phone however um we we do have an is actually the device itself is actually already part of our end of support products which um which means that we no longer provide uh any technical support or assistance for this router it's
09:00
Speaker 1
There might be... is that the Wi-Fi that I personally set up through the, um, network, where it has, like, your own, has its own personal name and everything. Um, so the, the that is no longer being read, but I was able to connect to the Linksys Wi-Fi. And I still have a connection now. But I'm not able, but for whatever reason, it's not reading the Wi-Fi that I put into it, so to speak. Do you know why that might be in general? Okay. So I have my normal Wi-Fi, right? So it has my name, it has the name on it, it has the the password, right? And was working for two weeks prior, but now it is um, not reading that. [silence] And [silence] [silence]
10:00
Speaker 2
I'm sorry, I'm kind of lost.
10:00
Speaker 1
now uh is um but I'm able to connect to the Wi-Fi through the the basic Linksys Wi-Fi password and uh Wi-Fi yes
11:00
Speaker 2
So previously, you have set up a network and was able to connect before. But then now, you are now just connected with the default Wi-Fi or network. [silence] [silence] Well, there's actually a lot of factors that that might have caused the router to, you know, go back to its default settings. Well, technically, you might have like an outage or sudden power interruptions or maybe you're being hacked by some hackers. We don't know, but it could be one among those reasons. uh sudden power interruption that might have caused your uh router to reboot and restart itself uh uh reset itself back to its its uh uh uh uh uh uh uh was for this one sir uh I see so there was a power outage so for this uh specific model actually we don't have much uh we don't have much information since uh this device is actually one of our like uh legacy routers so technically yeah it's it's it's uh kind of old and uh the setup for
11:00
Speaker 1
Audio scrying failed.
13:00
Speaker 2
This one, normally is through like a wizard setup, so you just have to ensure that you are connected to the Leng'ses Wi-Fi and you just have to go to the default IP through the browser in order for you to set it up. Yes, yes. [silence] Yes, sir. All right. Yeah. [silence] Yeah, we would uh you can also like consider upgrading into a new um router, you know, if this may not be
13:00
Speaker 1
I think they disconnected from us oh same you hung up with them isn't that the answer to the question but then we can go then we can we get connected to somebody else or just um and look through the stuff no you need to talk to me first okay right nope no let me say something before you talk to me can I say that something first okay whatever you found out whatever you're researching I appreciate it immensely however that router is probably more than 10 years old wouldn't it be better if you just bought a new router going to hang up with them
14:00
Speaker 2
I mean, this may not resolve your case. K cuz over time, you will just have more issues considering the age of the router and the firmware is no longer updated. Mhm. All right, sir. [silence] Mhm.
14:00
Speaker 1
Sure. Thank you. I'll go try that out and then then if it doesn't work out, then we'll see about getting a new one. Right. See ya. Thank you.
15:00
Speaker 2
yes, sir. all right, sir. all right all right.
15:00