V2 Rubric Detail — 50c8cb56-7c91-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 18:58
Duration
12m 24s
Contact
Jody Wright
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00136745
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Devices not connecting automatically

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall21.5% (-32.5)

V2 Grader Summary

The agent failed to resolve the issue or conduct meaningful troubleshooting, incorrectly stating that device connection is not supported and leaving the customer to manually reconnect all devices. No tools were used, no clear next steps were set, and the customer was left to self-resolve, resulting in an unresolved outcome.

V1 Case Analysis

Customer installed a new LN1100 router and wants existing devices to reconnect automatically. Advised to change the new router's SSID and password to match the old network. Customer will attempt changes and call back if needed.

Troubleshooting Steps
  • Confirmed that only phone and computer auto‑connected after setup.
  • Explained that matching the SSID and password to the old network will allow devices to reconnect.
  • Requested serial number (not obtained).
Key Observations
  • Agent correctly identified the solution: changing SSID/password to match the old network (transcript [07:00]–[08:00]).
  • No specific instructions were given for accessing the router UI (e.g., http://myrouter.info) or navigating to Wi-Fi settings.
  • Serial number was requested but not obtained; warranty status not verified.
  • Agent downplayed support scope unnecessarily, stating device connection is not supported (transcript [02:00]), which is misleading.
  • Call flow was inefficient due to repetition and lack of structured guidance.
Positive Highlights
  • Agent correctly diagnosed the issue and recommended the proper technical solution: changing the new router's SSID and password to match the old network (transcript [02:00], [07:00]).
  • Maintained a polite and cooperative tone throughout the call.
  • Confirmed customer name and updated case details accurately (transcript [11:00]).
  • Set clear expectation that some devices may still need manual reconnection (transcript [07:00]).
Agent Errors / Gaps
  • Failed to provide specific steps for accessing the router UI (e.g., http://myrouter.info) and editing Wi-Fi settings.
  • Did not obtain the serial number despite requesting it.
  • Misrepresented support scope by stating 'connecting your devices... is not our support' — while Linksys does not support third-party device configuration, guiding customers to change router settings to facilitate reconnection is within scope.
  • Did not verify or explain warranty status after attempting lookup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed any devices connected successfully; only advised customer to manually reconnect devices using old credentials without verification or follow-up.
R2 Not Met Diagnostic thoroughness conf 93%
No meaningful troubleshooting conducted — agent did not guide customer to check device list, power cycle, verify SSID broadcast, or use router admin interface to diagnose why devices weren't appearing.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly stated that connecting devices is not supported and offered no best-effort troubleshooting for out-of-warranty or new device setup, violating OOW standard by dismissing rather than assisting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (devices not appearing) and asked about old Wi-Fi credentials, but did not ask further diagnostic questions to narrow root cause (e.g., SSID visibility, password correctness, device compatibility).
T2 Not Met Appropriate tools / resources used conf 90%
No use of router web interface, device list, logs, or any diagnostic tool appropriate for confirming why devices weren't showing — skipped clearly needed verification steps.
T3 Not Met No misinformation conf 100%
Agent claimed 'connecting your devices is not our support,' which is contradicted by KB articles (adjacent_connecting_devices.md, universal_legacy_device_wifi.md) that provide explicit guidance for connecting devices to Linksys routers.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent greeted and asked initial questions but failed to set clear expectations, agenda, or manage call flow — provided vague prompts without structuring the troubleshooting process.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but did not consistently confirm understanding or adapt to customer's repeated confusion about the reconnection process.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent created a ticket and stayed on call but transferred responsibility back to customer without owning resolution or follow-through — suggested calling back if needed.
O2 Not Met Proactive follow-through conf 90%
No specific next steps or timeline established; only suggestion was 'call us back if you have an issue' with no proactive follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact — no prior case history to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope (basic device reconnection) and did not meet escalation criteria.
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 85%
Agent remained polite but used dismissive language ('not our support') and did not acknowledge customer frustration or effort in reconnecting multiple devices.
X2 Partially Met Tone & rapport conf 80%
Agent maintained steady tone but did not adjust communication style or check comprehension when customer expressed repeated uncertainty about the process.
X3 Not Met Overall experience conf 90%
Customer was required to manually look up old credentials, change Wi-Fi settings, and reconnect all devices without agent assistance, increasing effort unnecessarily.
Call Transcript24 turns · 25 lines
Speaker 1
transcoder can't transcribe media file [silence] Hi. Yeah. I just installed a new Linksys router, and I'm having trouble finding all my different devices to connect them with it. It won't show them. Yeah.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling Lindsay. My name is Gerald Gana. I'm trying to understand it. So, do you mean you can't see the Wi-Fi network in your network list? [silence]
00:00
Speaker 1
I installed the new router and the only one that automatically detected in the device list was, of course, the new router. And then my phone automatically connected and my HP computer connected, but how do I connect all my other devices? I don't even see a list of them to where I can go in and connect them. Won't it show a list of all my devices? I go in, mmm. I'm sorry, what? Yeah. Oh, no. The password on the new router, uh, Linksys is
01:00
Speaker 2
Hello. Okay. Did you create the same Wi Fi name, same password? Did you create the same Wi Fi name and same password, right? It's the old Wi Fi name and password.
01:00
Speaker 1
is the password that came with it. It. that's not the pass. that's not the password. of my old. uh, Lynk. Cis. No. Okay. Uh, yeah. [silence]
02:00
Speaker 2
Okay. So, here's, here's what we're gonna do. I can help you create the same Wi-Fi name, the same password if you remembered those information, do you still remember those, right? The Wi-Fi name and password that your devices was connected to? You remember it? You remember it. Okay, cool. So, we're going to apply that name, same name, same password to your new router. But just to set a proper expectation, that connecting your devices, like your phone, television and printer, is not our support. We can help you with the length of throttle for sure, but connecting those devices is not our support.
02:00
Speaker 1
My model number is LN1100. Is 6-0-C.10m.14-E.07599. Now when I when I set up my my new Linksys router, I didn't have to it it it connected my phone and my HP automatically. I didn't have to do anything. And it connected it to the new password that was on the Linksys router.
03:00
Speaker 2
So let me uh create a ticket for you. Can you tell me your I mean the serial number and model number of your links just so I know which device we're talking here? Okay, got it. And the serial number? second. yes. probably initially you uh, you do need to connect it to the WIFI initially when setting up the router, you do need to connect a device to it to set up and configure the router. Probably those two devices the the computer you said. Yeah, the computer and phone, you used them to install the uh, the WIFI. And that makes sense that they're connected right now because they were used to set up the the router or install the router. Now, so the reason why I asked you if you remember the WiFI name, old WiFI name and password that we can apply to links other, is that for your devices to recognize that, oh, this is a WiFI I was connected to. I will connect to it. But you you don't expect uh with that sometimes devices still can't connect automatically, you still need to do it manually. Like more like 80% or so. It depends. But yeah.
03:00
Speaker 1
If I go to my other devices, if I go in and manually try to connect them, can I connect them to the new password of the new router? Uh-huh. Okay. My Linksys instructions, I set it up, and it came with its own link, password, and that's what was put in it, and that got online.
05:00
Speaker 2
If someone asked me what my wifi name is. Wi-Fi name. uh yeah, for sure. Yes. Yes. So if you go to the the the device that you want to connect their network settings or the Wi-Fi settings. You can connect them to the new Wi-Fi name and use the password that you set up for that router. or use the default password if it's the same password.
05:00
Speaker 1
But, so it won't show a list of all my other devices unless unless they see my old password, is that correct? Oh, so under connectivity, I need to go in and, and change my, my, not my administration password, but, well, I'm a little I, oh, I need to go in and change, Thank you.
06:00
Speaker 2
Yeah, old password and old name. It's like, how to explain this? I always it's something like this. You, you have an new lock and you need a D the new key to unlock that. So it's, it's same for your devices. They need to the new key to unlock that lock. The Wi-Fi password. Yeah. Okay, you need to change the Wi-Fi name. The same as it was before. Same goes with the Wi-Fi name. You cannot just
06:00
Speaker 1
Oh. All right. I see. So, let me just ask you real quick now. So, if I go into wi-fi settings where it says wifi name link sys, can I change that to my old wifi name? And then my wi-fi password change that to my old wi-fi password that everything used to get online on. Is that right? [silence] Okay. Now then, when I do that, all my other devices will show up. [silence] Okay. [silence] Okay. So um [silence]
07:00
Speaker 2
Exactly, yes, correct. That is also correct, yes. I think I'm more like 70 to 80% they will they will connect to it. They still need to reset the password.
07:00
Speaker 1
OK, some of them I may have to go in manually and log in. I mean, is that what you're saying? Mm-hmm. Oh, I see. OK, so it won't mess anything up if I go into Wi-Fi settings and then just change my Wi-Fi name to my old Wi-Fi name and then my old Wi-Fi password. Is that correct? and then will I have to go in and log my computer into the old system or will they automatically log into my old system? Uh-huh. Uh-huh.
08:00
Speaker 2
the name Wi-Fi password. the password [silence] Is the second option. So either create the same old name Wi-Fi password as well [silence] or connect them to the new network or that updated network. [silence] That is correct. Yeah. [silence] Well. [silence] If they were previously connected to that name and using the same password, then I would say they will automatically connect. [silence] You could expect that right it's [silence]
08:00
Speaker 1
Oh, okay. Okay. Okay. Well, let, let me, let me let me just go ahead, I'll go ahead and uh, I'll have to look up my old router password and stuff and then I'll try that myself. And if I have an issue I can call you back. You believe so. OK. Uh You say you want my phone number? Well, yeah, I've had uh, I've had uh Since I, I have a, I've had a leftous router for go for year, but I got the old one? [silence]
09:00
Speaker 2
Yeah. Yeah. Sure. Give us a call back if you need uh assistance. But by the way, based on your phone number you have a record here. Are you Jose Gonzalez? I know. I'm just asking if are you Jose Gonzalez because basing on the phone number there's an account here. So it's under the name Jose Gonzalez. I'm sorry.
09:00
Speaker 1
and I just bought a brand new one, you know, to upgrade to the to the new technology. So I'm not quite understanding what you what you're asking. Yes, seeing if I've been I have called in before. Is that what you're asking? huh? Oh my gosh, you know, You you got my number is that Okay. Yeah, correct. Yeah, please. You got my number 702 you got it's 702-249-92-32. huh? huh?
10:00
Speaker 2
That is correct. Because like I said, when I try to search for this phone number just to see if you have an account. Right here. It shows something. The it's under the name of Jose Gonzalez. No? Oh, let me create a... I'll create a target free. 7 0 2. Before 9. 9 2 3. Okay checking. Checking 9 2 3.
10:00
Speaker 1
It's Jody. It's J-O-D-Y. That's me. Yep. Okay. Uh, no, so all I'll do is change my Wi-Fi name to my old Wi-Fi name and my old password and then click "Apply" and then all my other devices should show up. Is that correct? Or will they? Not most of them. Yeah, okay, great. And that means rebooting them, right? Okay. Okay. Well, I'll do that and then if I have an issue, I can call you back. You have my phone number and you have my correct name and everything, right? Now? Jody. Okay. Do you need my address?
11:00
Speaker 2
There is, but it's under the name of Judy Wright. Oh, okay, got it. Let me use this one and update the ticket for that, but um, yeah, you have other questions? That is correct. Sometimes again, you need to restart them. Sure. Correct. And then I'll turn back on. Yeah, I'm going to update everything here. That's Judy Wright.
11:00
Speaker 1
Jody O D I J O D Y is J O D Y W R I G H T okay okay thank you bye bye thank you for your help bye
12:00
Speaker 2
right I don't need for the address thank you I'm going to update that now thank you so much and have a good one. Take care. Thank you so much thank you.
12:00