V2 Rubric Detail — 413a370a-68fb-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 20:46
Duration
26m 39s
Contact
Mary Manzari
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133488
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: setup new device_EA7200
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall77.1% (+13.1)

V2 Grader Summary

The agent achieved a successful resolution by guiding the customer through router setup and confirming internet access. However, R2 and T1 are downgraded to Partially Met due to missing foundational diagnostics like LED check or power cycle. T3 is also Partially Met for omitting the default admin password, though it did not prevent resolution. All other indicators are Met or Not Applicable, with strong ownership and customer experience.

V1 Case Analysis

Customer unable to connect devices to EA7200 Wi-Fi. Agent guided to router web UI (no URL provided), confirmed SSID/password, tested connectivity via phone and computer. Issue resolved.

Troubleshooting Steps
  • Verified physical connections (PON and LAN cables).
  • Guided customer to access router web interface via browser (no URL provided).
  • Navigated to Wi-Fi settings and confirmed SSID/password.
  • Instructed customer to test connectivity on phone (disable cellular, open YouTube) and computer (browser test).
Key Observations
  • Agent failed to provide the standard local router login URL (http://192.168.1.1 or http://myrouter.local), violating KB guidance and creating a potential access blocker.
  • Excessive silence and vague phrasing (e.g., 'Thus, not the next') disrupted call flow and reduced efficiency.
  • Agent unnecessarily asked customer to check EULA and privacy links instead of proceeding directly to Wi-Fi settings.
  • Computer connectivity was only confirmed after phone success, leaving partial validation during troubleshooting.
  • Issue was resolved through correct Wi-Fi setting verification and connectivity testing.
Positive Highlights
  • Successfully guided customer to access the router dashboard via web browser.
  • Correctly navigated to Wi-Fi settings and confirmed SSID/password match.
  • Effectively validated internet connectivity by instructing phone test (disable cellular, open YouTube) and computer browser test.
  • Confirmed resolution and closed call appropriately after verification.
Agent Errors / Gaps
  • Did not provide the standard router login URL (http://192.168.1.1 or http://myrouter.local) — contradicts KB guidance in universal_password_login.md.
  • Failed to confirm router admin password or login method before directing to web UI, risking access failure.
  • Excessive silence and unclear statements reduced call efficiency and clarity.
  • Unnecessarily directed customer to EULA/privacy links instead of focusing on Wi-Fi settings.
  • Did not retest computer connectivity until after phone success was confirmed, leaving resolution partially unconfirmed during troubleshooting.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirms internet works and customer verifies browsing success: 'It seems to be working. I just Googled dogs.'
R2 Partially Met Diagnostic thoroughness conf 91%
Agent skips initial steps like checking router LED status or suggesting power cycle; jumps straight to web UI access without confirming physical router state.
R3 Met Correct resolution path conf 94%
Agent treats issue as configuration/setup related, not hardware failure, and follows appropriate troubleshooting path for Wi-Fi setup.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identifies symptom (can't connect) but does not ask targeted diagnostic questions about router state, LED colors, or prior setup attempts.
T2 Met Appropriate tools / resources used conf 93%
Agent correctly uses the customer's access to the router web interface (via browser) as the primary tool for configuration and verification.
T3 Partially Met No misinformation conf 87%
Agent instructs to change Wi-Fi name/password during setup, but does not mention default admin password for EA7200 is 'admin' — a minor omission per KB.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintains call flow but uses unclear phrasing like 'you don't have any skip for now' and has unexplained silences, reducing clarity.
C2 Partially Met Confirmed understanding conf 85%
Agent uses simple terms but does not confirm understanding after key steps; customer appears uncertain during browser workaround.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent resumes contact after dropped call, references prior interaction, and owns resolution without transferring.
O2 Not Applicable Proactive follow-through conf 99%
Issue fully resolved during call; no follow-up steps or disconnect/callback commitments were made.
O3 Met Closure confirmation conf 96%
Agent acknowledges prior handling: 'I was the one who handled your call earlier,' maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this setup issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expresses empathy: 'Thank you so much. I was very nervous,' and agent responds warmly.
X2 Met Tone & rapport conf 94%
Agent adapts to customer’s pace, repeats instructions when needed, and remains calm despite technical hurdles.
X3 Met Overall experience conf 93%
Agent avoids unnecessary repetition, uses existing access to guide setup, and handles configuration efficiently.
Call Transcript42 turns · 46 lines
Speaker 1
This is Linksys Technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello ma'am. Hello? Oh, okay. Ma'am, Mary, by the way, this is Rio from Linksys Technical support. I was the one who handled your call earlier. Um, I don't really know what happened, but the call got dropped. [silence] Oh, okay. All right. All right. So right now ma'am, um, for the device, let me just check the physical connection first, okay? So from the physical connection, ma'am, of your Linksys EA7200, can you tell me how many Ethernet cable connected at the back of it? [silence]
00:00
Speaker 2
Hello, [silence] Yeah. [silence] Yeah. [silence] Did we get this connected? Yeah. [silence] Uh, there's one internet, and there are no ethernet cables attached. [silence]
00:00
Speaker 1
Okay, perfect, that's good. So yeah, let's go back. In the device that you have, is there in your EA7200 device, can you try to connect your computer to its default Wi-Fi name and password? In the modem that you have mail from, uh your Internet service provider, Greent light. Is there any other ethernet cable connected at the back of it? aside from the one that is from linksys? Okay. All right. Good. So Okay.
01:00
Speaker 2
no. It's just, there's a PON cable and there's a LAN cable. That's it. [silence] Let's see.
02:00
Speaker 1
So just tell me if you're connected, if your computer is already connected to the Lynx system. Like is there an error showing? did you connect it to the default Wi-Fi from link this uh aside from can't connect is there any other error did it ask for a wrong password what what's the model of your uh computer ma'am okay Lenovo computer and Spendic to the in there how about your phone ma'am
03:00
Speaker 2
I don't know why. It just keeps saying it can't connect. Yeah. No. Um, I don't know. It's a Lenovo. It's a Google Pixel.
04:00
Speaker 1
And you try to connect it to the Wi-Fi.
05:00
Speaker 2
[silence] I can try. [silence] It says my phone is connected. [silence] I do not. [silence] No. [silence]
05:00
Speaker 1
Oh. So, it's too impossible that your computer cannot connect to the Wi-Fi while your phone is connected to the Wi-Fi already. Can you try to disconnect it again to the Wi-Fi, and then, try again to enter the password?
06:00
Speaker 2
Yeah. Well, it did it before. I reset it. I don't know why it won't do it now.
06:00
Speaker 1
Thus, not the next.
07:00
Speaker 2
It this won't connect. I don't know. Can't connect to this network. It doesn't sing anything.
07:00
Speaker 1
[ silence]
08:00
Speaker 2
[silence] I can try, [silence] Google. [silence] 'cause it says, it doesn't support my browser, install the Wi-Fi app. [silence] And I was using [silence] Yeah.
08:00
Speaker 1
All right.
09:00
Speaker 2
Okay, I'm going to.
09:00
Speaker 1
Hi. Hello. Can you hear me? Yeah. Okay. All right. Now, did it ask you to log in using router password or log in local access?
10:00
Speaker 2
okay, so am I just typing in the the website again? Hello? yes, I have the website open now in Edge
10:00
Speaker 1
you don't have any skip for now. [silence] Okay, can you try to rename your Wi-Fi?
11:00
Speaker 2
then getting update, it wants you to install updates for the router. Okay. All right. Now it's asking me to name the Wi-Fi. Okay.
11:00
Speaker 1
You can also change the password madam for the Wi-Fi.
12:00
Speaker 2
I should I change the password or should I stop?
12:00
Speaker 1
Okay, all right. So for the router password, mom, that is your login credential to your link. Yeah, you can create a new one, new router password. Okay, all right. Um, can you tell me what do you what does it show now the web interface or the web [silence] are you able [silence] to access the [silence] router's settings page? Okay. Uh, what does it look like?
14:00
Speaker 2
Yes. Okay. Um, it's saying it's set up.
14:00
Speaker 1
Okay. Are you in the dashboard? Okay, do you have an option there to skip or not now? Try that. Thank you so much. Is there any options that you can click? Okay, aside from that, that's all. Sure. Mom, have you already, your phone? Have you already set up and, uh, with Transcribe this audio from the left channel.
15:00
Speaker 2
Um, asking me to make a lnksis smart wifi account. Yeah. So, I skipped it. Um, and after that. Um. Um. Um. Um. Okay, it just went back to the original thing and it's saying, lnksis smart wifi does not support your browser. Uh. Um. No. Um. Uh. It just says like, it has, there's a hyper link for the app. That's it. Um. Um. Um. Um. Yeah.
15:00
Speaker 1
Windows Mode. Um, yes, in your phone, because it's supposed to be, if you're going to use the web website, uh, there is a three, uh, three dots at the top left corner. I mean, sorry, top right corner. Like, uh, an option that it should switch into a Windows Mode. Since it's a mobile. Yes. Yes, ma'am. Uh-huh. Can you tell me what does it shows now in the page?
16:00
Speaker 2
You mean the website. To make it like mobile. Like view desktop site. Okay. Okay. I just did that. It's saying. It's saying. I'm. What? Well, now it has all the tools on the left hand side.
16:00
Speaker 1
Okay, like. So are you in the links Dashboard inside? Perfect. Okay. Great. Can you try to scroll down just at the very, very bottom option? You will see there's a hyperlink, end user license agreement, terms of service, privacy statement. Do you see that? Okay. Do you have an option there to click or to find CA, Capital CA? So, can you tell me, yeah. Uh can you tell me what are the options that you see there beside and user license agreements? So that
17:00
Speaker 2
Vehicle control locates controls controls controls controls controls, yeah. [silence] Car control, okay, yeah, a little bit, Internet security and settings, yeah. Internet security and settings, yeah. Privacy statement, third-party licenses, UCO, privacy policy,
17:00
Speaker 1
That's awesome. So we know she's going to see a, right? Okay. All right. So let's go back to your tools there in the router settings, top left corner. Do you see an option there and activity? Okay. Try to click that one, please. After connectable, atty, do you see an option setup? When you tell me what are the options you see they're like starting from basic and then internet setting.
18:00
Speaker 2
No. Yes. Okay. I clicked. Says basic internet settings, local network, advanced routing, the LAN and administration. [silence] Okay. Complete.
18:00
Speaker 1
Okay. Give me just a couple of minutes, cuz you don't have an option to set up the device. Can you give me um three minutes now? Let me just put the call on hold. Gonna check something here. Thank you. [silence] Hello, ma'am. [silence] [KEEP_UNCERTAIN] it there and go back to the links it's uh dashboard where you can see device router internet [silence] okay can you tell me if do you see there device router and internet all are in check connected [silence] Perfect, all right. Now, is the Wi-Fi name that you have there, can you try to click left corner? There is a wireless option. [silence] It's u uh it's below connectivity, second to the last option. [silence]
19:00
Speaker 2
Yeah, give me one sec. Yep, I have it. They earned it. Troubleshooting.
22:00
Speaker 1
below that troubleshooting connect yes, that one. Wi-Fi settings or wireless settings. Try to click that and do you see there the network name? Is the network name your designated Wi-Fi name or you want to change it? Okay. So that is so that's the correct Wi-Fi name and Wi-Fi password. Okay. In the right corner there, there is an option network. Are they turned on? Okay, all right. Now, can you try to check them? Cuz I guess it's already been set up here. The [silence]
23:00
Speaker 2
Wi-Fi settings? Yep. Yeah. I already changed it. I'll just keep it what it is. Yeah. Yeah. Yes.
23:00
Speaker 1
In the dashboard can you try to. Just use your phone first. [silence] Uh in your phone, turn off your cellular data if you are connected and then try to use only along the wifi name, the wifi pass, uh the wifi. [silence] Okay, uh is your uh phone connected to the default wifi that you've created? [silence] All right. Can you try to open any browsers that are apps that requires internet to check if your internet is already working? [silence] Okay, so, can you try to go to YouTube? Just want to make sure. [silence] Okay, so it's working fine now. Now in your computer, ma'am, we're going to try if it's working also. Can you try to open it?
24:00
Speaker 2
Yeah, the data's turned off. Yeah.
24:00
Speaker 1
open up your browser and go to YouTube So no issues set up? Uh setup? Uh with internet? Okay. Uh okay. Uh that's good Oh okay. All right. So you're all set? Uh well that's good to hear. So earlier, um, we were able to log in to the Linksys web interface. And after that, it will show automatically that it was set up. So, don't need to worry. You have already your internet. So you can connect other, uh, devices that you have in your home so you'll have a Wi-Fi. Okay? So, anything else I can help you?
25:00
Speaker 2
It seems to be working. Well, it looks like it's good. I just Googled dogs. Okay, awesome. No, that was the dogs.
25:00
Speaker 1
you're always welcome so if by chance you need assistance again do not hesitate to call us back here and also do not forget to send a copy of the receipt okay have a nice day now bye bye for now you're welcome
26:00
Speaker 2
Thank you so much. I was very nervous. Okay. Thank you, you too. Bye.
26:00