V2 Rubric Detail — 4fad1910-690f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 23:09
Duration
25m 4s
Contact
Jeff Ludwig
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133520
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wireless Connection Issue
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall10.7% (-45.3)

V2 Grader Summary

The agent failed to perform any troubleshooting, disengaged due to out-of-warranty status, and provided only self-service referrals despite the issue being resolvable through basic steps like disabling the guest network or rebooting. No tools were used, no ownership demonstrated, and the customer was left unresolved. Technical accuracy was maintained, but all other core indicators were not met.

V1 Case Analysis

Customer cannot connect to main Wi‑Fi (EA7200); only guest network appears. Password rejected. Router out of warranty. Agent confirmed guest network isolation but did not guide customer to disable it or reset main Wi‑Fi password. Directed to support.linksys.com for self-help.

Troubleshooting Steps
  • Collected name, ISP, and serial number
  • Identified that the device is out of warranty
  • Confirmed guest network isolation per KB guidance
  • Directed customer to support.linksys.com for self-help
Key Observations
  • Agent correctly explained guest network isolation (KB: universal_guest_network.md).
  • Agent did not attempt basic troubleshooting (e.g., logging into router UI, toggling guest network, or resetting Wi‑Fi password).
  • Agent pushed paid support before offering free self-help steps.
  • Model number was misstated initially ('E87200mm' instead of EA7200) but corrected in checklist.
Positive Highlights
  • Collected basic customer information (name, ISP, serial number).
  • Acknowledged customer's frustration and apologized.
  • Correctly identified guest network isolation per KB content.
Agent Errors / Gaps
  • Failed to guide customer to log into router UI (http://192.168.1.1 or http://myrouter.local) to disable guest network or reset main Wi‑Fi password (KB: universal_guest_network.md, adjacent_connecting_devices.md).
  • Offered paid support before attempting any free troubleshooting steps.
  • Misidentified product model initially (said 'E87200mm' instead of EA7200).
  • Did not confirm whether the main Wi‑Fi network was disabled or hidden, despite KB guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; customer remained unable to connect laptop to main network and was directed only to self-service resources.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps performed — no reboot, no check of guest network settings, no verification of SSID/password, no attempt to access router admin.
R3 Not Met Correct resolution path conf 90%
Agent cited out-of-warranty status and stopped helping, failing to provide best-effort troubleshooting (e.g., reboot, password reset, guest network disable) as required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not ask targeted diagnostic questions (e.g., is main SSID visible, can desktop access router admin?) and failed to identify root cause (likely guest network misconfiguration).
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use any tools (e.g., guide customer to http://192.168.1.1, check wireless settings) despite needing to verify router configuration.
T3 Met No misinformation conf 85%
Agent correctly stated router was out of warranty, provided accurate website URL (support.linksys.com), and accurately described paid service.
Communication
C1 Not Met Clear & professional language conf 85%
Agent failed to set expectations, allowed conversation to drift, and did not guide the interaction toward resolution after identifying the core issue.
C2 Not Met Confirmed understanding conf 85%
Agent used technical terms like 'guest network' without explanation and did not confirm customer understanding or adapt to confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent disowned the case by directing customer to website and paid service without attempting resolution, despite being capable of guiding basic steps.
O2 Not Met Proactive follow-through conf 90%
Agent provided no specific next steps — only a vague suggestion to 'check the website' — with no timeline or ownership.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'I really do apologize' and 'I understand', showing minimal empathy, but did not acknowledge customer's effort or frustration meaningfully.
X2 Not Met Tone & rapport conf 85%
Agent maintained a detached, scripted tone and did not adjust pace or style despite customer's visible confusion and repeated attempts to clarify.
X3 Not Met Overall experience conf 90%
Agent increased customer effort by requiring self-service navigation instead of guiding through simple steps (e.g., toggling guest network off).
Call Transcript33 turns · 35 lines
Speaker 2
[silence]
00:00
Speaker 1
Your name is abi? Okay, abi. My name is Jeff and I have a
07:00
Speaker 2
[silence]
07:00
Speaker 1
Yeah, Jeff, I have, I have a Lynxys EA 7200 Max Stream Dual Band, and it was when I, when I try and, uh, use my, and it's my home system, okay. I have, uh, I have, I have, uh, a desktop, and, uh, I've used my laptop, which is a Dell laptop, uh, shoot, two and a half months ago, okay. And it seemed to, it seemed to link up pretty good. Now, when I'm trying to do it, it says, I have to sign in with my guest access, uh, and, and guest password. Well, when I put the password in because I've got everything written down on a full page including router IP, router Wi-Fi name, router password, the coverage speed, warranties, the motor, and then blah, blah, blah. I can't seem to get into it, and my password is 1954 Studebaker, so that I've been using all the time, and it just won't accept it. I'm not following you on that. So. [silence]. What do you mean by original name? My personal name? No, I didn't see that at all. And when I went into my network and when I went into my network on internet settings, I've got the tile booted up already on my laptop, it says, it says you're on a metered network, when did that happen? And then no internet access. Action may be required. Open the browser and connect. And when I, when I do the, when I press on the hyperlink open browser and connect, I get that, uh, link to smart Wi-Fi guest access. And it asks for a guest password.
08:00
Speaker 2
See your network your original name when you try to view available networks there aside from the guest. Okay. Yes. You don't. Okay. Yeah, because it seems that computer is connected to the guest network. Okay, not to your main network. So,
10:00
Speaker 1
My last name is ludwig, L-U-D-W-I-G. It's Jeff, J-E-F-F, at Jeff Ludwig. That's my name together. All lowercase, all one word. Jeff Ludwig, not biz, Bravo, India, Zulu, E-I-Z. Um, my internet provider is, uh, Xfinity. Yeah, I have it here. It's on that page I told you about. uh, the model number is E87200mm. The serial number is 32.
11:00
Speaker 2
Okay, Gads. There's a need for us to verify the settings of your Linset's router. Okay. Uh before we'll proceed. Let me just create a record for you here. So can I have your uh, last name please? And your email address. And who is your internet provider? Xfinity. Okay. Can I also have the serial number of your Linset's device? or just try to look underneath that.
11:00
Speaker 1
x as in xray. 2, 0, M as in Michael. 2 A. alpha. B. bravo. 0, 1 8 4 1. So, that's 32. Yeah. That's correct. Yep, ma'am. I bought this device. I think in 20. 2 or 20. I've been using it. I've never had a problem with it. It's a good, it's a good device. I've been, it's, it's done it exceptionally well. You guys make good equipment.
12:00
Speaker 2
OK, so that's 32 uh- It's A for x-ray 20m like Mary, 28 for Alpha Bella, 01841. Is that correct? OK. And how long have you been using this device? Thank you, sir. OK, so. Silence.
12:00
Speaker 1
Then it's a dual core. I don't know if that makes any difference.
13:00
Speaker 2
Just give me one minute here. Yes, it is and based on our system here, sir. Okay as I checked the serial number of your device and the model number as well. Yeah, this is one of our end of life routers and the the router shows that your device is already out of warranty. Okay? That just means sure it's no longer covered for free technical support. However, we can give you two options for this. Okay, it's either you go for our website which is support.linksys.com. All right. You can find their articles related to your issue sir. And you can also take advantage of our AI tool at the bottom right. And the second option
13:00
Speaker 1
I'm but see it was it was working two and a half months ago. I mean two months ago when I you know I never had an issue with my laptop. uh you know since I bought it two years ago. My my uh yeah no it's not hardwired. It's uh it's Wi-Fi. yeah yeah well no my desktop is hardwired. I got them both
14:00
Speaker 2
We have a paid in connect service. Okay, which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment last thing for [REDACTED_PAYMENT_DIGITS] minutes and this service is non-refundable. So, in your case, sir. Yes, I believe that you're really having trouble connecting to your wireless network. So there's a need for you to verify the settings. So you really need to access the router settings to do that. Okay. So you, yes, I understand. Yeah. Your desktop right now is working, right? Because it's hardwired. It's wireless as well, and are you able to go on line with your desktop or it's still the same thing?
14:00
Speaker 1
with. Okay. Um, I think my desktop is hardwired to the system, uh, and my my my, uh, my laptop is Wi-Fi. Uh, let me try. I didn't I didn't try that. Let me see. Hold on a second. Uh, I got I got two messages here. I gotta handle. All right. Let's go into, uh, It's it's slow. I haven't Haven't reconfig Fig configured my hard drive in years. Maybe that's why.
15:00
Speaker 2
Okay. Uh-huh. Okay. So the desktop is hardwired and you're able to go online with your desktop. Hmm. [silence]
15:00
Speaker 1
Yeah, I can connect to the internet on this, my desktop. Well, To tell you the truth, I got the same message when I was trying to connect with the uh connect with the uh desktop. It set out. Yeah, it is. Okay. But right now, let's see, let me go in here. Uh I don't want to rate my experience, go away. Uh let's see. I have two, I have blue two devices. They're
16:00
Speaker 2
Okay. Yeah. So there's no problem with the wired computer. It's just the wireless. Yeah. So that's what I'm thinking, sir. You really need to verify the wireless settings of your router. So So your desktop is also wireless capable?
16:00
Speaker 1
audio windows security, driver support, driver support, driver support, Intel support. Where do I find the-? I used to be -oh there it is. Okay. It's- I'm looking at it now. The link sys01841, connect secure properties. Uh, it says guests and that's what I'm connected as. Uh, open. Should I open that? And it says connect automatically, but I tried that on my laptop and it wouldn't do it. [silence]
17:00
Speaker 2
Yes. So, so yes, it would still ask for a code sir, because your guest network, though it's isolated but it's going to ask for some code.
17:00
Speaker 1
I got them. I I have, I have all the they, I have all as.
18:00
Speaker 2
password that will be required before you can log in to the internet. So what I'm trying to say is there is a different network that would be your main network. OK? That's your primary network, sir. All right? The guest network is a different network on your router. It's one of the features on your router. So that's a different network. That is that's that feature is enabled if you-- that's for the guest. OK. So, that's a different, as I've mentioned, that's a different isolated network. So, you really need-- that's why you really need to verify the wireless settings of your router. And you can find that, sir. You can find related articles on our website. So, that would be support.linksys.com.
18:00
Speaker 1
Connections. Okay. Are you talking about the modem or the or the or the linksys? Okay. Well, I have the router IP number and all that stuff. Would that help? Would that be? Router Wi-Fi name, Längsys router Wi-Fi password? Okay, the router Wi-Fi name is linksys01841. And that's for both 2.4 GHz and 5.0 GHz bands. And then I have a router Wi-Fi password too, which I used. And it says and then...
19:00
Speaker 2
The link sister. What is the what is the name of your main network or primary network? Do you happen to know? That is that Yeah, router Wi-Fi name. Mhm. So, Yes. Yes. Yes, so that that's what I'm referring to sir. That is your main Wi-Fi network. So if
19:00
Speaker 1
Well, let me know.
20:00
Speaker 2
If you go to your laptop and you view available networks are you able to see Link sys. that's also different. well aside from the guest network are you able to see other networks?
20:00
Speaker 1
Well where would I find that? I said I'm looking at network, I got Wi-Fi connection, that's on, I have VPN but I don't have VPN and I have mobile hopspot, that's off. Maybe if I try mobile hopspot. It won't, it won't let me put it on mobile hopspot. So, you're telling me that it won't recognize my Wi-Fi guess, it's for some reason and it even though it was doing that as, even though it was doing that within the last
21:00
Speaker 2
Okay. Oh, that that's different, that's different, Sir Jeff. Okay, yeah, I really do apologize for this, Sir Jeff. So, what I can only offer is our website which is support.linksys.com. Since your router is already out of warranty. Yeah, we can, I, I, I won't be able to walk you through the process for this. What they can only offer is our website. So you will find their articles on how to reconfigure your wireless network.
21:00
Speaker 1
Two months, it was okay, but now it's not. Why would that happen? Well, I haven't got I'm looking at it right now, and it says usage statistics last 30 days. It says enter limit. Is that what we're talking about? Well, do you have the name of the article? [silence]
22:00
Speaker 2
I think yeah, I think what happened I think what happened there was the the wireless connection was messed up that's why you need to reconfigure the settings or you need to verify the settings. So, um, yeah. Yeah. No, that's not the one sir. So, yeah, I think you need to check the website first. Our website which is support.linksys.com because you will find the um, uh helpful articles uh regarding your concern. So, you can also, yeah, uh, just just go to support.linksys.com, sir and you will find there um the our AI [silence] [silence]
22:00
Speaker 1
Okay. And that's nothing's going to be fixed until I do that then huh? It'll happen no matter what. That's a headache. This is such a headache. And then I can and that'll fix my that'll fix my issue with my laptop as well then.
23:00
Speaker 2
So you can ask our AI agent, how to access the router settings, so you can verify the Wi-Fi settings of this router.
23:00
Speaker 1
Oh Good for 60 minutes. Oh Okay. All right. Well, I think I'm going to do this uh tomorrow or the day after. Uh I'm just going to go into my work and uh work and deal with it there. Uh and I'm already connected to their Wi-Fi system and uh and their network. So, all right. Yeah, this is just too late for me to deal with something this technically. Okay. It's Well, all right. Okay. Well, okay. Yes. Thank you for answering my call, Abby. Bye-bye. [silence]
24:00
Speaker 2
the service, that would be $15 for 60 minutes. yes, one hour, sir. yes. Okay. I'm sorry. I understand, sir. yes, you can always give us a call back. All right. so thank you so much, sir Ludwig. this is Epi from Linxys. thank you for calling. have a great night, sir. you take care. no worries. bye bye. Thank you.
24:00