V2 Rubric Detail — 47298710-6996-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 15:15
Duration
6m 11s
Contact
No Name
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133600
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400_change wifi name and PW

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall88.0% (+44.0)

V2 Grader Summary

The customer successfully changed the Wi-Fi name after agent guidance. The issue was resolved with accurate technical information and proper ownership. However, troubleshooting was partially effective due to lack of step-by-step navigation, and communication was slightly weakened by silences and unclear phrasing, though empathy and clarity in expectations were maintained.

V1 Case Analysis

Customer changed Wi-Fi name on E5400 after agent guidance; password change and successful application unconfirmed. Call ended abruptly.

Troubleshooting Steps
  • Confirmed router model (E5400) and serial number
  • Guided customer to Wi-Fi Settings via Router Settings → Connectivity → Wi-Fi Settings
  • Advised devices would disconnect and need manual reconnection after changes
Key Observations
  • Agent confirmed model (E5400) and serial number correctly.
  • Agent provided accurate navigation path to Wi-Fi Settings per KB guidance.
  • Irrelevant ISP question interrupted flow and added no value.
  • Call ended abruptly without verifying setting application, password change, or offering next steps.
Positive Highlights
  • Correctly identified and confirmed router model (E5400) and serial number
  • Provided accurate step-by-step navigation to Wi-Fi Settings for E5400
  • Set clear expectation that devices would need to reconnect after SSID/password changes
Agent Errors / Gaps
  • Asked irrelevant ISP question unrelated to Wi-Fi configuration
  • Failed to verify whether Wi-Fi password change was completed
  • Ended call abruptly without confirming resolution or providing recap/next steps
  • Did not confirm successful application of Wi-Fi setting changes

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms: 'all right i found it i'm doing i'm i can change the name now yes' — issue resolved with agent guidance.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about access method and model number but did not guide through specific steps (e.g., 'go to Router Settings > Wi-Fi Settings'); customer had to locate the option independently.
R3 Met Correct resolution path conf 96%
Issue was a configuration change (Wi-Fi name/password), which is within standard support scope regardless of warranty; agent provided correct path without misclassifying support eligibility.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified symptom (can't find SSID change option), asked about URL used and router model, narrowing to correct interface (EA series), establishing logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 95%
No tools (remote session, logs, etc.) were necessary — issue was a basic configuration question resolvable via KB guidance; agent used appropriate knowledge without over-reliance on tools.
T3 Met No misinformation conf 97%
Agent correctly advised that changing Wi-Fi name/password disconnects devices and requires manual reconnection — factually accurate per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained general direction but had multiple long silences (e.g., [silence] at 04:00, 05:00), garbled speech ('192 his model number'), and unclear transitions, weakening call control.
C2 Met Confirmed understanding conf 91%
Agent used plain language (e.g., 'Wi-Fi settings', 'reconnect your devices'), avoided jargon, and confirmed understanding by setting expectations clearly.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, did not transfer, and stayed on until customer confirmed resolution.
O2 Met Proactive follow-through conf 95%
Agent set clear next step: 'once you change your Wi-Fi name... you will be disconnected... just need to reconnect your devices manually again'.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned or observable; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent’s scope and resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent used polite language ('thank you so much', 'please bear with me'), remained calm, and showed appreciation despite communication gaps.
X2 Met Tone & rapport conf 91%
Agent matched customer’s conversational pace, used simple terms, and checked comprehension by confirming the customer found the setting.
X3 Partially Met Overall experience conf 88%
Agent gave correct general direction but did not walk through exact steps (e.g., menu path for EA series), requiring customer to search interface independently — avoidable effort.
Call Transcript11 turns · 12 lines
Speaker 2
Welcome to linksys.com 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 have your device's 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. [silence]
00:00
Speaker 1
[silence]
01:00
Speaker 2
Thank you for calling Lewis's technical support. This is Char. Can I assist you with today? [silence] Thank you.
01:00
Speaker 1
uh, well, I typed my, I use my IP address and then I use that myrouter. local thing. And I went to the linksys website and went through the configuration and all that stuff and I didn't find an option to do that. [silence] No, there was no error message.
02:00
Speaker 2
I see, right, where do you want, I mean, what website you tried to access or to change your Wi-Fi name and password of your router? You're right. And when you tried to access it, what's the are you routed to the dashboard or you are routed to or is there any error message? All right. Cause for you to change your Wi-Fi name and password or since you are already on the dashboard, you just need to go to the Wi-Fi settings and then
02:00
Speaker 1
Okay, so like, I typed, would that be under, yeah, yes, would I be under Wi-Fi settings? okay? um, I got it right here, the router model number is that same as the serial. Oh, no, the model number is E5400. The serial number?
03:00
Speaker 2
192 his model number of your links regwater? L of Roger, one moment. And how about the real numbers? Canadian program do you provide a snow number?
03:00
Speaker 1
3 0, N as in no 1 0 m as in mom 2 5 D as in dog 0 8 4 3 0. OMU. It's just Owensboro municipal utilities.
04:00
Speaker 2
Mhm. Mhm. Got it. And My Knollsir, who is your internet service provider? Now, who is that against her? I see. the one that looks here. [silence]
04:00
Speaker 1
all right i found it i'm doing i'm i can change the name now yes [ silence ]
05:00
Speaker 2
Please bear with me, sir. Let me double check it here. [silence] You already found where you can change it. All right. So, thank you so much, thank you so much. Yes, you can change your Wi-Fi name and just to set the proper expectations, sir, once you change your Wi-Fi name or change any settings on your router, you will be disconnected to the network, but you don't need to worry. You just need to reconnect your devices manually again to the Wi-Fi using the new Wi-Fi name and password, all right? [silence] Alright. Thanks so much else. Um, bye for now.
05:00