V2 Rubric Detail — 52e2c812-665f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 13:05
Duration
30m 51s
Contact
No Name
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133233
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall59.2% (+3.2)

V2 Grader Summary

The agent provided accurate technical information and maintained ownership, guiding the customer to a functional state where they confirmed connectivity and understood device limitations. However, core diagnostic steps like modem reboot and speed verification were skipped, and empathy was not explicitly demonstrated, preventing a full resolution rating.

V1 Case Analysis

Customer reported 'no internet' after setup on Linksys WRT Pro-7 (serial 0M25E01090, ISP: Point Broadband). Solid white LED. Agent confirmed standalone router, advised browser UI (http://192.168.1.1), and acknowledged Linksys app not supported. No WAN check or power cycle performed. Customer later self-reported connectivity and planned to configure Netgear extender. Issue not confirmed resolved.

Troubleshooting Steps
  • Collected serial number and ISP information.
  • Confirmed router is a standalone unit (no mesh nodes).
  • Advised use of browser admin page (http://192.168.1.1) instead of the Linksys app.
  • Asked customer to check Wi-Fi name and reconnect devices.
Key Observations
  • Agent never verified the WAN connection or performed standard power-cycle of modem/router.
  • Guidance was vague and repetitive; many prompts were unanswered or ignored.
  • Customer was left to self-diagnose without a clear confirmation that internet is functional.
  • Agent failed to confirm resolution despite customer's later statement that it 'seems to work'.
  • Technical advice was accurate per KB (web UI access, standalone router confirmation, dual-band support).
Positive Highlights
  • Collected serial number and ISP details [11:00].
  • Identified that the device is a standalone router and not a mesh system [11:00–12:00].
  • Correctly advised use of web UI (http://192.168.1.1) over the app for this model [22:00].
  • Confirmed dual-band (2.4 GHz and 5 GHz) support when asked [30:00].
  • Technical guidance was accurate and consistent with KB (ACCURACY = 4).
Agent Errors / Gaps
  • Did not follow standard troubleshooting protocol for 'no internet' (no WAN cable check, no modem power-cycle) [13:00, 14:00].
  • Failed to confirm whether the issue was resolved before ending the call [30:00].
  • Provided limited, non-specific instructions and repeated questions without advancing the troubleshooting [18:00–19:00].
  • Did not validate internet connectivity by asking customer to open a website after confirming Wi-Fi connection [19:00–20:00].
  • Allowed customer to drive troubleshooting by asking about extenders and guest networks instead of focusing on core issue [20:00–24:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer stated 'I think we're good... I've got my extender... I'm good now' and confirmed devices were connecting; agent resolved confusion about app compatibility and extender use, but did not formally verify internet connectivity restoration via speed test or WAN check.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent confirmed setup steps, light status (solid white), device connectivity, and guided customer to recheck Wi-Fi names and reset settings; however, skipped formal modem reboot and direct speed test at modem, which are Step 1 fixes per KB.
R3 Partially Met Correct resolution path conf 80%
Agent correctly identified the router model and advised on its standalone nature and extender compatibility; did not confirm warranty status but provided best-effort troubleshooting appropriate for any product status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent asked about setup method, light status, Wi-Fi name visibility, and device connection—targeted questions around symptoms—but did not systematically isolate cause (e.g., ISP vs router) or determine root cause with evidence.
T2 Partially Met Appropriate tools / resources used conf 83%
Agent relied on customer’s verbal description of interface and light status rather than directing a speed test or WAN diagnostics; however, used knowledge of model capabilities (app support, band support) appropriately based on product type.
T3 Met No misinformation conf 95%
Agent accurately stated the router is not supported by the Linksys app, supports 2.4 GHz and 5 GHz bands, allows wired connections via LAN ports, and can work with third-party extenders—all factually correct per KB and product specs.
Communication
C1 Partially Met Clear & professional language conf 84%
Agent maintained basic call control by asking follow-up questions and confirming understanding, though silences and repetition indicate weak transitions; framed interaction around setup issues but did not set clear expectations for troubleshooting steps.
C2 Partially Met Confirmed understanding conf 82%
Agent used plain language and confirmed customer actions (e.g., 'did you connect your phone?'), adapting to customer’s level; however, some responses were vague (e.g., 'this guy it? It’s not all right') reducing clarity.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent owned the case throughout, did not transfer, and followed through on answering all customer questions about functionality, extender use, and configuration—even after customer expressed intent to end call.
O2 Partially Met Proactive follow-through conf 81%
Agent did not provide formal next steps or timeline, but customer independently confirmed resolution ('I'll call back if I need anything') after receiving actionable guidance on using the extender and web interface.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—the issue was setup-related and resolved through basic guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent did not explicitly acknowledge frustration, but remained patient through repeated questions and technical confusion, staying courteous and solution-focused without showing impatience.
X2 Partially Met Tone & rapport conf 85%
Agent matched customer’s conversational pace, allowed pauses for testing, and responded to emotional cues (e.g., confusion about app); engagement was maintained despite disjointed flow.
X3 Partially Met Overall experience conf 83%
Customer repeated some information (e.g., app not working), but agent used existing details to guide resolution without requiring redundant steps; avoided unnecessary holds or transfers.
Call Transcript31 turns · 39 lines
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 Linksys.com. Please have your device's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service, 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.
00:00
Speaker 1
This message has been transcribed. One moment while I notify the customer. Hello? Hi there. I need a little help setting up my Linksys. I thought I had it pretty much done, but for some reason, like I went in um uh, everything's connected, right? Everything's connected to my the Linksys is connected to my internet. Um, and I've changed the name. I have changed the password. Um, and I can connect and then it says internet not available. So I it's like it's it works and then it will kick
07:00
Speaker 2
Hello, thank you for calling MS technical support. This is charm. How can I assist you with today? Yes. Hello, ma'am. How can I assist you?
07:00
Speaker 1
and I again don't understand why. What was the other option besides manually? Oh, you know what? No. All I did was go into the IP address and set up some things there. Do I need you know what? I didn't even think about that links us. Uh let's see. All right. I'm getting the router. Um I just yes, you know what? I do have a linksys app. I just went in. It does not show. Um Oh, okay. This is a Sonos Connect. It's showing yeah, I don't.
08:00
Speaker 2
I, I see. All right. Um, just to confirm mom, uh where did you set it up? Is it, um, on the lynx app or you set it up manually? Um, is it on your lynx app? Oh, I see. Air. So you set it up on the website.
08:00
Speaker 1
Oh. Have the new Linksys on here. So, replace Linksys router. Here we go. Non mesh routers, Velop and mesh routers. Got that. Agree. Disconnect. Done. All this plug in done. Done. Plug additional nodes into power near the router. Done. Done. All right. I knew it was gonna be something simple. All open says, we cannot find your router. Tap the box. Keep your phone near the router. I'm done. Make sure your router's light solid. Yep. All right. Getting connected. connected. And I'm all set. Uh, what is on the box? Oh, wait, here's the instructions. The Velop WRT Pro-7. Yes, it is, um, six, three, U-1S, WN, 7.5.
09:00
Speaker 2
All right, and just to confirm, is it your first time setting it up, the Linksys router, or is it working before? [silence] All right, I see. Okay. Can you provide the serial number of the Linksys router? [silence]
10:00
Speaker 1
Zero M two five E zero one zero nine zero. Uh, the service provider is, uh, Point Broadband. [silence] Yeah.
11:00
Speaker 2
got it check here and also may i know your internet service provider point all right ok so based on the information that i have here then with this nuxus router that you have just to set the proper expectation that this router is a standalone router you cannot add any child nodes for this router or you cannot let me double check here ah yes you cannot add
11:00
Speaker 1
So, well, I've got I don't okay, so I'm a little dumb on the mesh router. Why tell me what would I why would I need a mesh router? Well, I already have an I have an extender already. I have the, I have a netgear extender I was hoping I could connect because I just bought the netgear a few months ago and it works. Um, so, uh, it looks like we have [silence]
12:00
Speaker 2
if your house is big enough and you want to expand the connectivity or the signal of your or boost your signal of your Wi-Fi then you can just use the mesh router but if you just want a Wi-Fi connection then you can use this one the one that you just purchased since its a Wi-Fi I see [silence]
12:00
Speaker 1
I open this to am. Well, I just rebooted my internet just to make sure. I don't know, right, but I haven't done it this morning. There's still a blinking light on there. Maybe it's my internet. Uh it's a solid white.
13:00
Speaker 2
And also, you can tell me what's the light status after you set up this router. [silence] And also, you can tell me what's the light status after you set up this router. [silence] And also,
13:00
Speaker 1
Yeah. I'm wondering... So let me ask you, with an extender, would it still work with this router? Thank you.
14:00
Speaker 2
All right, so it's solid white, but it says no Internet connection when you try to open any websites. Let me double check what that meant. One moment here.
14:00
Speaker 1
What does a blinking light mean? can. Awesome. It's solid white. Yeah, reopened everything again just to make sure. Let me go to a Linksys. All right. Um, no, I was having problems with that one.
16:00
Speaker 2
All right. So, Yessam, you can add the extender to this router that you have, ma'am. Yes, you can. And since you just bought up your router, right? And what's the light status? All right. So, did you connect your phone, ma'am, to the Wi-Fi that you created?
17:00
Speaker 1
Last night, let me see, is that probably why the let me check ser.
18:00
Speaker 2
[KEEP_UNCERTAIN] yes kind of check the wi-fi names if you can find a network that you've created or still you can find the default wifi name. All right um with this device that you have m it's not you will find by doing the reload. Okay again as of the moment I still cannot see the name that we created or the name that we change okay the name that we changed. So are you also checking the list of it? All right same problem here. Once again fault a computer and I see the same thing. All right okay so this guy it? It's not all right. Show it know wi-fi connection m then it comes back to same thing another thing here is not there you can see that you see the normal default wi-fi name when you restore. All right so knowing that you're having is not right here then so when I do one and then it changes to it create one. And then you'll see this and you have the wi-fi name but then when you do another it turned to green and red All right I will do the same okay so when the reload you can see em back to his default after the reload the proper settings are the big name again. Oh but why is it on em port? Okay reset of the both setting all right custom name and the default name. All right well now you can your newly installed same name and I can see yours yours listed. Okay all right okay. All right that's okay so you need to remove duplicate of the device name em so we can create a network other than this name and that's it.
18:00
Speaker 1
Let me see. All right. Let me see. Yeah. All right. So my laptop which is a Mac is working. It's locked in wirelessly so that's good. Um, Let Let me see.
19:00
Speaker 2
i have compatible or supported by the linksys app because the base and i have here but kindly open any website and see if your internet is working does your devices already connected to your network all right.
19:00
Speaker 1
Why would this not work? I mean, well, I guess it's working now. I wonder, this router that I have, is it, it's up to 3000 square feet, correct? Okay. And then, but this does not allow for the modes to to extend? Like you've got another router that, that's the, the mesh lets you add other extenders, correct? Perfect. So, on this router, I see, um, there's the internet plug-in, then there's four ports. What are those ports for?
20:00
Speaker 2
Yes, it's a fuller, it can cover up to 3,000 square feet max. Um yes it will it will not add other channels but however, you can add an extender to this.
20:00
Speaker 1
Hardwired. Okay, that's all I needed to know. Um, okay. Well, hmm, let me go and see. It may be that I just need to get my extender up and running to reach these other, other TVs and such to connect. So let me try that, because it does look like it's working now, because last night it was just kicking off. Um, and it may have been it just was barely within reach. Would you say that's a possibility? Okay. All right, I'm going to play with this a little bit more. If I need help, I'll call back. But thank you so much. I forgot about the app. Oh, you know what, let me see. Hold up before I let you go. So you're saying the Linksys app won't work with this, is that what you just said?
21:00
Speaker 2
Uh that port is if you want to, uh, edit wire directly. Uh huh. Mhm. Um yes, you can. Yes, you can try to check that one out there and just observe the connection. Alright, thank you. Yes, yes ma'am. It will work on that router directly.
21:00
Speaker 1
Why dough is the mouth shorten? Is it just a less expensive one? So why wouldn't the app work with it? That just doesn't. Why would they not allow this to work with the app? Oh, so, yeah, just go into the IP address. This is how I need to work this thing. All right. So let me ask you Well, why it's got you here then on that? When we get to that, um I'm going to log back in and you can kind of guide me. Um let's see. I think I've already changed.
22:00
Speaker 2
it's not supported by the Linksys app but you can access it on the browser the way you access it earlier or you set it up earlier using the IP address. it's one of the expensive and the latest router, Ma'am, of the Linksys. um because this router have um many settings that you cannot access on the app that's why it's not supported. Yes, yes, Ma'am.
22:00
Speaker 1
Not good. Okay, cool. All right, I'm logging into the IP address. So when I go to, like, if I want to have multiple, like, our guests, uh, so to speak, have their own interface, or wireless, let's see. *Because right now I have it set up, I've got our, um, our name, Verizon is our main, um, Wi-Fi to log into. But if I wanted a second one, where was the, is it, it was under, was it wireless? Um, *yes. Um, all right. So I've got wireless overview. Um, I've got Wi-Fi zero, Wi-Fi one, Wi-Fi two. So I can make each of these, um, so I've named Wi-Fi zero the way I want it. Wi-Fi one 1, I could edit that and make it, um, another name, right? Um, there, if guests, okay. And then I can save that, but how do I, let's see, do I go back and change? All right, so I've got bearer is guest. Um, how do, how did I change the? Well, they use the same password for various guest or do I need to, okay. Um, dad. Ah. I got it.
23:00
Speaker 2
Guess that. Let me double check it here. One moment.
24:00
Speaker 1
nevermind okay all right connecting. What? Uh, come on, try again. Give me a minute. What is it, baby? You've always already eaten. bye try again Oh wait, it needs to be close to it, that's right. All right, all right, all right. I remember now. Okay. Hello, you still there? Oh so I already found it that's fixed um I think we're good. So does this wi-fi allow for 2.5 and then the five whatever it is um the five gigahertz? Perfect okay. I think I'm good now. I've got my extender I'm setting it up and uh I'll call back if I need anything. Thank you so much You too bye bye. Bye bye [silence]
25:00
Speaker 2
Yes, ma'am. I'm still here. All right, so I, I guess, ma'am, it's allowed for 2.4 and 5 gigahertz. Thank you so much, ma'am. Have a good one.
30:00