V2 Rubric Detail — 4bfb3bd0-68f6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 20:10
Duration
19m 27s
Contact
Laurence
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133442
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup_EA7450
⚠ 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
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall12.3% (-9.7)

V2 Grader Summary

The agent failed to resolve the Wi-Fi connectivity issue, skipped essential troubleshooting, and provided technically inaccurate information. Despite minor attempts to adapt to the customer’s language needs, the interaction lacked ownership, proper diagnostics, and actionable next steps. No escalation was needed or performed.

V1 Case Analysis

Customer unable to connect MacBook Pro to EA series router. Agent incorrectly cited Wi-Fi 6/WPA3 incompatibility, skipped troubleshooting, and advised router replacement. Issue unresolved.

Troubleshooting Steps
  • Asked for serial number (B1500601)
  • Asked about ISP (Bell)
  • Placed customer on hold to research
  • Asked customer to check MacBook model (confirmed Wi-Fi 6/6E support)
  • Provided incorrect technical explanation about Wi-Fi 6 and WPA3 incompatibility
Key Observations
  • Agent incorrectly stated Wi-Fi 6 clients cannot connect to Wi-Fi 5 routers (contradicts KB and IEEE 802.11 backward compatibility standards)
  • Agent incorrectly claimed WPA3-capable devices cannot connect to WPA2-only networks (WPA3 mandates WPA2 backward compatibility per KB)
  • No router model number collected despite customer mentioning 'EA' series
  • Zero basic troubleshooting steps performed (password verification, router status check, power cycle, device isolation)
  • Agent recommended device replacement without confirming root cause or offering self-help resources
Positive Highlights
  • Agent politely placed customer on hold to research issue
  • Agent attempted to confirm customer's device capabilities by asking about MacBook model
Agent Errors / Gaps
  • Incorrectly claimed Wi-Fi 6 clients cannot connect to Wi-Fi 5 routers
  • Incorrectly claimed WPA3 security prevents connection to WPA2-only networks
  • Failed to collect exact router model number despite its critical importance
  • Performed no basic troubleshooting (SSID verification, password check, router light status, power cycle)
  • Recommended returning functional router based on false technical premises
  • Did not suggest accessing router web interface (192.168.1.1/myrouter.local) for diagnostics
  • Failed to follow structured troubleshooting flow, jumping to unsupported conclusion

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the connectivity issue; instead, advised customer to buy a new router without verifying settings or attempting configuration fixes.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were taken—no check of router admin interface, Wi-Fi security mode, password, or band settings; skipped basic diagnostics.
R3 Not Met Correct resolution path conf 96%
Recommended replacement without confirming incompatibility via router settings or considering configuration adjustments (e.g., enabling WPA2/WPA3 mixed mode).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Failed to identify actual root cause—jumped to conclusion of hardware incompatibility without asking about SSID, password, security mode, or prior connection attempts.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use router admin interface (http://192.168.1.1 or myrouter.local) to verify Wi-Fi settings, despite being necessary for accurate diagnosis.
T3 Not Met No misinformation conf 97%
Incorrectly claimed Wi-Fi 5 router cannot work with Wi-Fi 6 client and that WPA3-only laptops cannot connect to WPA2 routers—both technically inaccurate per industry standards.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent placed call on hold without clear explanation or timeline; interaction lacked structure but maintained basic control without being derailed.
C2 Partially Met Confirmed understanding conf 88%
Used terms like 'Wi-Fi 6' and 'WPA3' without confirming understanding; however, did attempt to guide customer to check laptop specs, adapting slightly to language barrier.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Did not take ownership—immediately suggested returning device rather than diagnosing or resolving the configuration issue.
O2 Not Met Proactive follow-through conf 94%
No clear next steps or follow-up plan offered—only recommendation to purchase new hardware, leaving customer without actionable resolution.
O3 Not Met Closure confirmation conf 92%
Customer mentioned prior call, but agent did not reference any history or avoid re-asking known information like model or issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
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 88%
Expressed gratitude and patience ('thank you for waiting'), but did not acknowledge customer’s frustration or repeated effort meaningfully.
X2 Partially Met Tone & rapport conf 85%
Attempted to engage customer by asking them to check laptop specs, showing some adaptation to customer’s language barrier, though tone remained one-size-fits-all.
X3 Not Met Overall experience conf 93%
Shifted burden to customer to research laptop specs and ultimately purchase new hardware—increased effort instead of reducing it.
Call Transcript28 turns · 31 lines
Speaker 1
Well.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-waren tee 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 select 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. Hello, thank you for calling in-tech for technical support. This is Shar. How can I assist you today? [silence]
00:00
Speaker 1
I called earlier, uh, because we have problem, uh, troubleshooting. Well, actually, just installing a router, and I have now registered it online, and I'm calling back to additional steps that could help us. Help us, yeah. Pardon me. Yes. Yes, we... mm-hmm. Okay, I have the serial number. It's three two Y two zero M two
01:00
Speaker 2
so just to confirm them you just purchased this router correct i mean you want to set it up you just purchased this router okay can you provide the serial number of this linksys Router man let me check here yes please can you provide
01:00
Speaker 1
B 15 00601
02:00
Speaker 2
[KEEP_UNCERTAIN] so it's three, two yanqi, two zero mary, two delta alpha, zero zero six zero one, is this correct? uh, I see. what have you bought? [silence] do you have uh, the receipt of this one, ma'am? [silence] when did you purchase this one, ma'am? [silence]
02:00
Speaker 1
I bought this three weeks ago. I have not the receipt at hand. My colleague has it, but we have it for our papers. I know we have it. Yeah, yeah, yeah. Our internet service provider is Bell.
03:00
Speaker 2
okay. And also some mem. I know is your internet service provider. all right. pretty good.
03:00
Speaker 1
Yes, I have one in front of me right now. Yep. Yes. Exactly. Yeah. Yeah. Yeah. So internet and not Ethernet, right? Yeah, yes, it is. Yes, right now. Yes. [silence] Mm-hmm. Sorry. I'm just... Um, so, you're telling me to connect to the Linksys? Well, yeah, it's not working. I tried. This is why I'm calling. It's not working on this very laptop at least. Anywhere, yeah, even if I'm close to it, if I'm... It's not working. It recognizes it. So, it says, impossible to connect to the Wi-Fi Linksys 601. Um, yeah, it just says impossible. Not you need a password. It says impossible and then execute the diagnosis.
04:00
Speaker 2
This is M. What is your location? I mean, uh, which type of server problem you mean it. What is there ever message?
05:00
Speaker 1
So my options are cancel or execute diagnosis. Yes, I put the password. Friday. Yeah, last I tried was Friday, and then I went home for the weekend and tried it again today and it still didn't work. Yes, it's an EA. My laptop is MacBook Pro, I guess. recent one from last year. Air.
06:00
Speaker 2
So let me see. You already input the password also correct on the label. What's, can you remember what's the model number of your, I mean the model of your Linux router? I mean what I mean, your laptop I mean. [silence]
06:00
Speaker 1
Mm-hmm. mmm, no, no, no. It's a Mac it's a MacBook from last year, I think we bought it. They're all Apple, if that's the question. Um, well not not really, no, because my my colleagues have their own computer, but I cannot use them at the moment. [silence]
07:00
Speaker 2
All right, so it's a MacBook. Is it the Wi-Fi 6 MacBook or Wi-Fi... Do you have any other device then that we can use? All right. Let me double check here. Can you go to the settings of your MacBook and provide to me the exact model number of your laptop so that we can see if it's... if it's compatible with this router that you have because upon checking here, this router that you have is a WiFi 5 router. Maybe your laptop is a WiFi 6. That's why you can't connect to this.
07:00
Speaker 1
Oh! Okay. Okay. Uh and where could I find such information in my general information of my Mac book? Um okay. I'm not sure. So what does Wi-Fi. Yeah in my information, I'm not sure where I can find if it's a Wi-Fi something Uh Wi-Fi. material hardware Oh no, I said wrong. Uh Wi-Fi, material. Does it say,
09:00
Speaker 2
am Wi-Fi I'm into this router yes you can just go to the about have your Mac book or check [silence]
09:00
Speaker 1
um, I'm not sure where I can give you such information. I see a lot of, I don't know. Wi-Fi. I'm sorry, and and and my laptop is in French also, so any information you give me, I have to figure out also in English, so, in French actually, so I'm not sure where I could find such information. um, Macbook, Wi-Fi, airport, [silence] or if it's an internet [silence]
10:00
Speaker 2
[mumble]
10:00
Speaker 1
Yes, yeah. Yes, sure. I'll do some research on my end. Mm-hm.
11:00
Speaker 2
Let me double check it also here. Is it okay if I put this on hold for about three to five minutes? I just need to pull up some resources here. Right. All right, thank you so much. This is, I'll be right back. [silence] of the country. Hello, ma'am. Yes, thank you so much for patiently waiting. All right. Can, did you, um, go to the settings, um, on your Mac, and go to the, about?
11:00
Speaker 1
well, yes, and I also did some research and my MacBook is supposed to support Wi-Fi 6 and Wi-Fi 6E, whatever that means. Okay. Mm-hmm. Okay. Yeah. Yeah, that's what that's what the previous uh person told me over the phone when I called this morning. Okay. So, um, yeah, that it's like not uh manufactured anymore.
16:00
Speaker 2
I see. That's why you cannot connect to this router, since this router is only a Wi-Fi 5 router. So, what I can highly suggest to you, ma'am, is if you want to connect to a router, you should purchase a router that is Wi-Fi 6 capable or that is Wi-Fi 6A compatible. And this router that you have is part of the old router, or I mean part of our End of Life router. It means that we don't manufacture this device anymore and there's no [ silence ] updated firmware.
16:00
Speaker 1
Um, okay. Okay. And since my colleagues seem not to be having this problem, their computers might uh be compatible with the router that we have. Is that it? That that might be like the problem with my computer specifically. Okay. Mm, okay. I understand. Yeah. W P. Oh, yeah. I've seen this.
17:00
Speaker 2
Yes, ma'am. You can return this device and ask for a refund and purchase a new router that is capable for Wi-Fi six or Wi-Fi 6E. Yes, ma'am. If your computer is capable for Wi-Fi 6, then you cannot connect to this one due to the security type of this router since it's only - the security type of this is only WPA2, and your computer has a WPA3 security type. That's why it's not compatible.
17:00
Speaker 1
[KEEP_UNCERTAIN] This acronym, okay, okay. Like in the, when I tried to connect, it said probably in the error message, this connection requires a WAP2 and mine is a WAP3. Okay, well that answers a lot of questions and regarding this, this router, um, okay. Well, I guess I'll, uh, I'll try and forget this link, this, um, this, uh, this Wi-Fi for, my computer and just connect to the basic internet, I guess. I'm, cuz, actually, I'm, since it's been connected, I haven't been able to connect to,
18:00
Speaker 2
And yes, that is correct. [silence] [silence]
18:00
Speaker 1
So, it's it's related, right? Or. Okay. Okay. Well, that explains a lot. Thank you very much. Thank you. Bye.
19:00
Speaker 2
Nice. Yes, ma'am. All right, thank you so much, also, ma'am, for contacting LinkSys. and have a good one. and keep safe always. My friend, you're welcome.
19:00