V2 Rubric Detail — 41fe8a76-6e58-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 16:34
Duration
17m 52s
Contact
Eric Angton
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134291
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: single device can't connect
⚠ 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

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

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-23.8)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, skipped diagnostic steps, and prematurely concluded device incompatibility without verifying router settings. No tools were used, ownership was not demonstrated, and the customer was left with no actionable resolution, resulting in an unresolved case with poor customer experience.

V1 Case Analysis

Customer unable to connect Motorola G phone to Wi-Fi; agent incorrectly identified router as E5400, claimed Wi-Fi 7 and WPA3 incompatibility without verification, and failed to troubleshoot. No resolution achieved.

Troubleshooting Steps
  • Requested router serial number
  • Incorrectly identified router model as E5400
  • Speculated on Wi-Fi 6/Wi-Fi 7 and WPA2/WPA3 incompatibility
  • Suggested customer check phone security settings
Key Observations
  • Agent incorrectly identified the router model as E5400, which is not a valid Linksys model (E Series models include E8350, E8450, etc.).
  • Agent claimed the router only supports Wi-Fi 5 and WPA2, but E Series routers like E8450 support WPA3 and Wi-Fi 6 via firmware updates (per KB).
  • Agent incorrectly stated Wi-Fi 7 is the latest standard and implied incompatibility, but Wi-Fi 7 is not widely deployed and is not a likely cause of connection failure.
  • No basic Wi-Fi troubleshooting steps were performed (e.g., reboot router, check 2.4 GHz band, verify password, disable band steering).
  • Agent misrepresented customer's name (recorded as Eric Hanson) and email (etang96@yahoo.com) despite phonetic spelling provided.
  • No case was created, no warranty status checked, and no escalation or follow-up path established.
Positive Highlights
  • Collected the router serial number from the customer.
  • Confirmed that other devices (TV) can connect, isolating the issue to the phone.
  • Attempted to identify the phone model (Motorola G).
Agent Errors / Gaps
  • Incorrect router model identification (E5400 is not a valid Linksys model).
  • Factually incorrect technical advice: E Series routers (e.g., E8450) support WPA3 and Wi-Fi 6 via firmware updates.
  • Misinformation about Wi-Fi 7 being a common standard and cause of incompatibility.
  • Failure to perform basic Wi-Fi troubleshooting (reboot, band check, password verification).
  • Misrecording of customer name and email despite clear phonetic spelling.
  • No case creation or warranty handling despite collecting serial number.
  • No valid next steps or self-help resources provided.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a working solution; call ended with speculative compatibility advice and no confirmation of fix.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., password verification, router restart, SSID visibility); agent skipped diagnostics and jumped to incompatibility theory.
R3 Not Met Correct resolution path conf 96%
Agent defaulted to device incompatibility without attempting basic configuration checks or firmware update, which are valid paths for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent identified symptom (phone won’t connect) but failed to ask key diagnostic questions (e.g., is SSID visible, correct password, other devices affected).
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools (e.g., remote login to check router settings, verify security mode, or firmware version) despite needing router-side verification.
T3 Partially Met No misinformation conf 92%
Agent correctly stated router is Wi-Fi 5 and uses WPA2, but inaccurately framed WPA3 incompatibility as likely without verifying router settings or suggesting router-side fixes.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, allowed long silences, and did not guide the call toward resolution; conversation drifted without structure.
C2 Not Met Confirmed understanding conf 95%
Agent used terms like 'WPA2/WPA3' and 'dual-band' without confirming understanding; did not adapt to customer’s apparent technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; instead deflected to Motorola, implying the issue was outside Linksys responsibility without exhausting support options.
O2 Not Met Proactive follow-through conf 96%
No clear next steps provided; only suggestion was to contact phone manufacturer, with no follow-up plan or actionable guidance for the customer.
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 based on the nature of the issue and agent's attempted resolution path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of frustration; response was detached and technical without emotional engagement.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pacing; customer showed confusion but agent continued with complex explanations without checking comprehension.
X3 Not Met Overall experience conf 96%
Customer was forced to research phone settings and contact another vendor, creating avoidable effort; agent could have guided router-side fixes.
Call Transcript28 turns · 32 lines
Speaker 1
yes hello yes I was having uh I was calling because I was having issue with my router uh connecting to my new phone every time I would try to connect it would uh it wouldn't allow me to enter my password
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.links.com, please have your device serial number ready. For assistance, press 1 now. For out of warranty, please have your devices' serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys, this is Ike, how can I help you?
00:00
Speaker 1
Checking for network, then it will say disconnected, password and then it will say welcoming. Uhh, password. Okay, it's three zero N one zero M two eight D zero eight nine one six.
01:00
Speaker 2
I see, uh can you provide me sir with the serial number of your Linksys router? [silence]
01:00
Speaker 1
Yes. Yes. They're showing a light.
02:00
Speaker 2
okay, so let me verify the serial number is 30-n for Nancy 10-m for Mike 28 d for David 089 16 is that correct? all right so your links router, sir is model e5400 and this is the only links product that you have. Okay, may I just know, sir, if this router is, uh showing solid light?
02:00
Speaker 1
Hold on just. I don't even see a light on it at all actually. [silence] No, there's no light on the top. [silence] Well, it's it allowed my TV to hook up to it.
03:00
Speaker 2
There is no light on the top of the router or LED? But is your router still working or is it still connected?
03:00
Speaker 1
But I think my phone was looking to it. Yes. My, um, my router, the, the TV is just connected, it's working. But, uh, it's not allowing my phone to connect. This is the first time, because my... this is a new phone. But I checked my phone.
04:00
Speaker 2
I see, so your TV can connect to your wifi but it's just your phone. [silence] your phone, was it able to connect before? Or this is the first time your phone is connecting to your wifi. [silence] I see.
04:00
Speaker 1
to see if it would connect to any other network, I went to Walmart and it connected to their wifi automatically. The phone is picking up the wifi from other houses and it's allowing me, try to connect through it, but this one is not even allowing me to try. It just says disconnected, cannot connect. Correct. It won't I'll connect. It'll say connecting and then it says could not connect disconnected. It's Eric ancient.
05:00
Speaker 2
so on your phone, you can see the w-fi name of your router, and when you try to connect to it, uh, it will disconnect. I see. Okay. All right. All right. So we get it. Um, sir, I'll create a request for you may know your name.
05:00
Speaker 1
Yes. No, it's Ap and Tom, G as in George, T as in Tom, O as in Oscar, and A as in Angela. is an GT
06:00
Speaker 2
Your name is spelled E-R-I-C. for Eric. And your last name, Hanson, is it spelled as H-A-N-S-O-N? Hanson. So your last name is Hanson. All right. Thank you, Eric. Um, can I know your email address, Eric?
06:00
Speaker 1
6 at Yahoo.com. yes East Texas broadband East Texas broadband it is E-A-S-T T E X A-S B.R O A D D B. A E N.D yes. East Texas broadband. East Texas broadband. It is E E S T
07:00
Speaker 2
So e tang 96 at yahoo.com. And who was your internet service provider? Can you spell that name, uh, eric? So, it's a iStax telephone? All right, so it's iStax, a broadband telephone company. All right, um, thank you, Eric. So, uh, since your TV could connect to your router's Wi-Fi name and it's just your phone that could not connect, um, I have to tell you, Eric, that your cell phone might not be, uh, compatible or your router is not compatible with your, uh, cell phone because your Linksys router is an old type of classic router from Linksys. Uh, it only provides a dual-band Wi-Fi. router, and it's a Wi-Fi fiber router designed for, uh, devices. And I think your phone has the latest Wi-Fi technology, it could be using a Wi-Fi Bird adapter, which is Wi-Fi 6. And it's also connecting to 5 or 6 gigahertz band. And your router is only broadcasting, uh, 2.4 and, a 5 gigahertz band. So it could be that the features on your phone is too high that your router could not, uh, accommodate its, uh, connection to your phone. But you, Uh, you have also to check on your phone settings. Maybe the security mode on your phone is encrypted to WPA3. While your layer one Wi-Fi router is a security mode is in WPA2. Mhm. Actually, that router usually uses WPA2 encryption because it's an old or classic router. From those. And usually devices now are using the latest Wi-Fi technology and they uses the security mode of WPA3. And this router of yours uses WPA2.
07:00
Speaker 1
okay, so let me see so I'll go into my security settings and in my phone and what gonna look up on how do I how do I see what what WPA my phone is using
11:00
Speaker 2
So, that could be one of the probable causes why your phone disconnected or could not connect to your Wi-Fi router because of incompatibility of the product features of your router to your phone.
11:00
Speaker 1
好。 [silence] [silence] 确保通法。 保持一秒。
12:00
Speaker 2
Let me check first. Oh, you go to your phone Wi-Fi settings. And then look for the security field. It's usually on the Wi-Fi settings of your phone.
12:00
Speaker 1
Okay, so security and privacy. Okay. Where do I go from there? The system and updates are.
13:00
Speaker 2
Yes. Look for security, the security field or security mode.
13:00
Speaker 1
It's the, it's the Motorola G 2025. Android. Motorola. [silence]
14:00
Speaker 2
What's the brand of your phone? Is it an iPhone or Android? Is that an iPhone or Android? And the brand, is it Samsung or what's the brand of the phone? Motorola. Okay, you may have to contact the Motorola manufacturer of your phone.
14:00
Speaker 1
Okay, so if I got me a newer router, would that do it, would that be compatible, too?
15:00
Speaker 2
To ask them where to find the security mode or protocol on the Wi-Fi settings on your phone. So, that if there is an edit button on the settings of your phone, you can change it to WPA2 to uh balance it with your router who's using the security encryption WPA2. Yes, because our newer router have an option to edit its security mode to WPA3 or Personal, which means or mixed. Which means all devices whatever security mode they're using can [silence]
15:00
Speaker 1
okay I'll well that will do that will do that'll be hard and see you [silence] Okay. Oh, okay. So is the Wi-Fi 7 faster? Okay. Okay, all right. I will do that then and get all of that in order. You too. Bye bye.
16:00
Speaker 2
Because this router also is still using Wi-Fi 5. And today we have now the latest Wi-Fi technology, which is Wi-Fi 7. Oh, yes, it is the latest Wi-Fi technology now. So maybe your phone is also using the latest Wi-Fi technology. All right. All right. Okay. Thank you for calling. [silence] Alternately. [silence] is Take care and have a great day. Bye.
17:00