V2 Rubric Detail — 55cd7802-6e56-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 16:20
Duration
29m 36s
Contact
Satnam Lehra
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134289
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single devices cant connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication0.00/5
Ownership2.50/5
EscalationN/A
Customer Exp1.07/5
Overall33.6% (-0.4)

V2 Grader Summary

The agent identified the device as out-of-warranty and suggested a reset, but failed to conduct proper diagnostics or use available tools, instead making unsupported claims about firmware. Communication broke down when the customer switched to Spanish, and the 20-minute silent hold demonstrated poor call control. While some ownership was shown, the lack of verification and high-effort solution resulted in only a partial resolution.

V1 Case Analysis

Customer reports car-wash receipt printer lost connectivity after changing Wi-Fi password. Agent misidentified model as E5350, placed customer on 20-minute hold, then advised full factory reset and re-setup via app. No verification performed. Unit is out of warranty.

Troubleshooting Steps
  • Asked for provider, model, and serial number (model not correctly captured).
  • Incorrectly identified device as E5350 based on serial number.
  • Placed customer on 20-minute hold without updates.
  • Suggested the issue was firmware-related without checking version.
  • Advised full factory reset and re-setup via mobile app.
Key Observations
  • Agent misidentified the router model as E5350 (transcript [03:00]) — no such model exists in the E Series; correct model cannot be determined from serial.
  • 20-minute hold (transcript [05:00]–[25:00]) with no status updates or explanation.
  • Agent incorrectly attributed the issue to firmware without checking the current version (transcript [26:00]).
  • No troubleshooting steps performed (e.g., reboot, verify 2.4 GHz band, check security settings).
  • Advice to reset and reconfigure is excessive and not aligned with KB guidance for IoT device connectivity issues.
  • No KB article, support URL, or follow-up email provided despite claiming to send information after the call.
  • Customer expressed frustration with hold time (transcript [23:00], Spanish: 'dejo que cinco minutos ya voy a 20 minutos') but agent did not acknowledge.
Positive Highlights
  • Agent was polite and used courteous language (e.g., 'thank you so much for patiently waiting').
  • Agent acknowledged the customer's prior call and attempted to reference previous notes.
  • Agent correctly identified that the device is out of warranty based on serial number context.
Agent Errors / Gaps
  • Failed to capture the correct product model number.
  • Provided incorrect model identification ("E five, three, five zero") — no such E5350 model exists.
  • Placed the customer on an excessive 20-minute hold without updates or explanation.
  • Incorrectly diagnosed the issue as firmware-related without checking firmware version.
  • Did not follow KB guidance for legacy/IoT device connectivity (e.g., verify 2.4 GHz band, disable band steering, check security settings).
  • Recommended a full factory reset and re-setup as the first step, which is unnecessarily disruptive and not in line with KB troubleshooting flow.
  • Did not verify if the suggested reset fixed the issue.
  • Failed to provide a support article link, KB URL, or follow-up email as promised.
  • Did not acknowledge customer frustration during long hold.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent advised full reset and re-setup but did not confirm resolution or verify success; issue remained unresolved by end of call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent confirmed model and ISP, acknowledged prior contact, but skipped diagnostic steps like checking Wi-Fi status, firmware version, or device connectivity before recommending reset.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty and offered best-effort reconfiguration instead of dismissing the customer, aligning with OOW support expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (car wash lost communication after password change) and asked for model/ISP, but failed to explore root cause (e.g., incorrect SSID, security mode, or device isolation).
T2 Not Met Appropriate tools / resources used conf 95%
Agent claimed issue was 'something to do with the firmware' without checking firmware version via admin UI or remote tools, missing a clear opportunity to use available evidence.
T3 Partially Met No misinformation conf 90%
Reset advice is valid, but stating the issue is 'something to do with the firmware' is unsupported and speculative, reducing technical accuracy.
Communication
C1 Not Met Clear & professional language conf 95%
20-minute unexplained hold with no updates, poor framing, and lack of control when customer expressed frustration in Spanish.
C2 Not Met Confirmed understanding conf 95%
Customer switched to Spanish expressing frustration ('dejo que cinco minutos...'), but agent continued in English without language adaptation or comprehension check.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on call and promised to send info post-call, but did not follow through during the interaction or confirm receipt, limiting ownership.
O2 Partially Met Proactive follow-through conf 85%
Agent said 'I will send it to you right after this call' but gave no timeline, method, or confirmation, leaving next steps vague.
O3 Partially Met Closure confirmation conf 85%
Agent noted prior call on June 15th but did not reference specific troubleshooting steps already performed or use history to avoid repetition.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and the issue did not involve confirmed hardware failure, legal risk, or management request requiring escalation.
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 thanked customer for waiting, showing basic courtesy, but did not acknowledge repeated contact or job-impacting urgency with deeper empathy.
X2 Not Met Tone & rapport conf 95%
Agent ignored customer’s switch to Spanish and continued at same pace without adjusting tone, language, or checking understanding.
X3 Not Met Overall experience conf 95%
Agent instructed full factory reset and re-setup without attempting remote diagnostics or simpler fixes, imposing high effort on customer.
Call Transcript20 turns · 22 lines
Speaker 1
[DOWNWEIGHT] Thank you. I guess thought of question. I ended up a on, excuse me, give me one second. I ended up on, I believe on Monday last week.
00:00
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 one now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hi, thank you for calling LinkSys. This is Shee who can help you today.
00:00
Speaker 1
Yes, believe rose on Monday. Um, okay, one sec, I just called one. So, yeah, so I just ended up calling on Monday. Um, seeing if you guys can help me out to make my links router wireless. The only thing is that, um, I believe as well, I ended up paying to get technical help. The only thing is that, um, later in the day, um, my car wash, um, lost its communication. Um, so basically, I can't, Here at my job, basically, we can't reprint, uh, carwash receipts and we're having a hard time, uh, for the carwash to communicate, I believe it's because of the router. Um, is there any way that you guys could help me out with that? It just happened right after like a couple minutes after. Hello? Hello, The provider? It's, I believe it's spectrum. Okay, the router, the serial number, right? It's 30. Oh sorry, go ahead. [silence]
01:00
Speaker 2
Hello, sorry for that, ma'am. Let me just ask, please, your internet provider, ma'am. [silence] What is the model number of your device, ma'am? Your router? mm-hmm. Yes, ma'am.
02:00
Speaker 1
Okay, 30, 30K10M26D00162. I believe it's Spectrum. Correct. [silence]
03:00
Speaker 2
fraud. Okay, so based on the information, ma'am, this is E five, three, five zero. [silence] Okay, let me just check on the exact unit. On your provider again, who's your internet provider, ma'am? Okay, so based on the information, maam, this is
03:00
Speaker 1
Yes. Yes. Yes. Yes, how's on Monday? No, so basically, um, on my registers, since, uh, they, um, I, on my register, basically my, my crow watch isn't communicating. Um, it's basically when we went ahead and changed the, the password, um, 'cause I ended up paying, like the, I believe it was like $15 to get.
04:00
Speaker 2
Am I speaking to Ms. Tatum? Hello there. Yes, thank you so much for confirming. I was able to pull up a record here. Seems that you already have called us before. Okay. So, your concern right now is you don't still don't have internet connection, right? [silence]
04:00
Speaker 1
some help, um, in order to make it wireless and, um, the router and once we went ahead and changed the password, basically, my car wash lost its connection. So I was trying to see if you guys could help me out with that, because it was working perfectly fine, until that happened. Yeah. Yeah. Yes. Thank you.
05:00
Speaker 2
Oh, I see. Okay, let me just check on what we can do with this one ma'am. Can you give me three to five minutes please? Can you stay on the line? Thank you ma'am. Be right back, okay? You're welcome.
05:00
Speaker 1
Thank you. [silence] How is it going? [silence] I can't hold it. [silence] I'm not getting it. dejo que cinco minutos ya voy a 20 minutos. ¿Es unípodas hacer eso? ¿Es unípodas tener? ¿Es unípodas tener? ¿Es unípodas tener? ¿Es unípodas tener? ¿Es unípodas tener? ¿Es unípodas tener? [silence]
21:00
Speaker 2
[silence] Hi, hello, ma'am. I mean thank you so much for patiently waiting. So I was able to uh check out this uh concern ma'am and [silence]
25:00
Speaker 1
that is like the Website for Linkys or Sorry I'm not really sure what it is Uh you're saying Um that's the the Website the Linkys right the one that they she showed me how to get on Yes I was able to mhm yes No uh the only thing we did was just change your password
26:00
Speaker 2
it seems that this is something to do with the firmware. Yes, this is something to do with the firmware of this unit. Anyways, ma'am, uh, you are uh believe you were able to check the firmware on the last call, right? That was June 15th? Yes, ma'am, because it seems that you already have an uh a record here and you were able to do troubleshooting last June 15th. Were you able to check on the firmware? Yes. Yes. does it say updated, ma'am?
26:00
Speaker 1
130. Yes, that's the only thing I did, and I logged, we just logged out, that's it. For pity's sake. just updated the passwords, and that's all we did, so. That's why I'm kind of confused how I don't know, my register started not communicating. Okay, give me one sec. I wanna you. And how would I do that, sorry?
27:00
Speaker 2
Hmm. Okay, I see. Okay, got it ma'am. Yeah, because it seems that what you need to do with this device, ma'am, is a reconfiguration. Yes, you just need to do a reconfiguration of this unit, ma'am. Reconfiguration that means that you have to reset this router, set it up again using the computer or an iPad, then you'll have it working again, working fine again. Okay. Anyways, ma'am, uh for that question, let me help you. Uh, so, you know, off the top of my head, yes, you need to for sure, make sure that you're online. Um try to connect again all your devices. Mm-hmm. Uh, try using the mobile app. And once you open, once you're in the log portion, just click okay on the router integration page. Mm-hmm. Then try to connect again. Okay. And that's all. Mm-hmm and off you go again. [silence]
27:00
Speaker 1
All right. Yeah, if you'd like to send it to me and I could, and I could try that, yeah.
28:00
Speaker 2
Okay, just to inform you that this unit is no longer, uh, is, uh, already out of war- out of warrenty.
28:00
Speaker 1
[silence] NoDiscaming, sencillo, YahooOkay. Nice.
29:00
Speaker 2
Same thing, ma'am, or the, how you can, how, how you can, change the wi-fi password. So, once you're inside, after the setup, you'll be able to change again your name and password on, um, this, uh, on this router. Okay. So, yeah, I will send it to you right after this call, ma'am. Uh, just, call us back if you need further assistance, okay? We're up until 11:00 p.m. Okay. You're welcome, ma'am. Have a good day and please stay safe.
29:00