V2 Rubric Detail — 5c3cec50-5fa0-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 23:02
Duration
10m 13s
Contact
Andrew Rinehart
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00132140
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6100 - separate the band

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical0.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall38.9% (-17.1)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and offered appropriate OOW support options, taking ownership by committing to email instructions. However, no actual troubleshooting progress was made, technical guidance was inaccurate (e.g., wrong IP address), and the issue remained unresolved. The interaction lacked diagnostic rigor and full adaptation to the customer’s state, resulting in a technically incomplete and unresolved case.

V1 Case Analysis

Customer wants separate 2.4 GHz SSID; agent provided admin URL after correction, explained SSID separation, offered email instructions; router out of warranty; no confirmation of fix.

Troubleshooting Steps
  • Provided router admin URL (initially incorrect as 192.8.1, later corrected to 192.168.1.1).
  • Explained how to create separate 2.4 GHz and 5 GHz SSIDs in advanced Wi-Fi settings.
  • Offered to email detailed step-by-step instructions.
Key Observations
  • Agent provided wrong IP address (192.8.1) at [05:00], causing confusion before correcting to 192.168.1.1.
  • No model number was confirmed, despite being critical for accurate guidance.
  • Agent assumed customer could access web UI but did not verify ability to bypass app login screen.
  • Customer explicitly said 'I don't see two phones' [07:00–08:00], indicating confusion about login method, which was not resolved.
  • Paid support was offered prematurely at [08:00] before confirming whether self-help was viable.
Positive Highlights
  • Correctly identified the need to separate 2.4 GHz and 5 GHz SSIDs for the customer's device.
  • Eventually provided the correct admin URL (192.168.1.1) and explained the SSID separation process.
  • Offered to send email instructions after customer declined paid support, providing a self-help path.
Agent Errors / Gaps
  • Provided incorrect router IP address (192.8.1) at [05:00], creating avoidable confusion.
  • Did not confirm router model number, risking model-specific inaccuracy.
  • Failed to verify whether customer could access the web UI login option, ignoring customer's reported interface issue ('I don't see two phones').
  • Prematurely escalated to paid support offer at [08:00] without completing basic troubleshooting or confirming self-help feasibility.
  • Did not validate successful login or SSID change; left resolution entirely unconfirmed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed login or SSID separation; only promised future email instructions without resolution.
R2 Not Met Diagnostic thoroughness conf 90%
Agent provided incomplete steps (e.g., incorrect IP 192.8.1), did not verify admin password, model, or current settings, and skipped basic diagnostics.
R3 Met Correct resolution path conf 90%
Agent correctly identified OOW status and offered appropriate options: paid support or free email instructions.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to ask for router model, admin password, or current SSID configuration; jumped to advice without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 85%
Agent used no KB tools, gave wrong IP (192.8.1), and did not reference correct interface paths or model-specific guidance.
T3 Not Met No misinformation conf 90%
Provided technically inaccurate information: '192.8.1' instead of '192.168.1.1'; unclear SSID separation steps that omit actual menu navigation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent framed the call and set a timeline for email, but conversation was disjointed with long silences and poor transitions.
C2 Partially Met Confirmed understanding conf 85%
Agent used understandable language but introduced confusion with incorrect IP and did not confirm understanding of key steps.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent took ownership by committing to write and send instructions, did not transfer or abandon the case.
O2 Met Proactive follow-through conf 90%
Agent clearly stated next step: sending detailed instructions via email within 5–10 minutes after the call.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this OOW configuration 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 80%
Agent apologized briefly and ended politely, but did not acknowledge customer frustration or confusion during the call.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a consistent pace and offered a solution path, though tone was somewhat scripted and didn’t fully adapt to customer’s fragmented input.
X3 Partially Met Overall experience conf 85%
Offering email instructions reduces repeat calls, but incorrect IP and vague guidance may lead to customer rework.
Call Transcript20 turns · 21 lines
Speaker 1
Hey, don't water here or anything. Yeah, I might owe. I might owe? Okay. And you try... One more time. Andrew. You sit there? Yes. Yeah. Yeah, it's [silence]
00:00
Speaker 2
Welcome to Lynkzisk support. To ensure quality service, your call may by 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 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 product, paid support option may be available, depending on the issue. Thank you for calling lynksus, my name is Nathan. May I know who am I speaking? Andrew. All right. Is this your first time calling us Andrew? Um? I will create a case ticket for you, Andrew. Can you give me your email address please?
00:00
Speaker 1
Rinehart-artandrew907@gmail.com. Yep. I'm just trying to like log on to my router. So I just need to put it on one and I don't know how to do that. Uh there. Can't hear you. Is it? Silence.
01:00
Speaker 2
All right. Tell me what is what is the serial number of your.
01:00
Speaker 1
It's one four X. 106, 0.7.6, 2, 0.6 03. Don't know. Um, yeah, one second. Here. So, it says...
02:00
Speaker 2
let me take a look this is an extender right oh no no sorry this is a router EI router all right can you explain to me you wanted to log in to the router admin page that's what you wanted or am I right
02:00
Speaker 1
[silence] Yeah, like essentially it was like you need to, um... [silence] the 2.4 gigahertz [silence] um... use that network instead of the five gigahertz band. [silence] Exfinity. [silence] Uh, it's like a digital calendar. [silence] Yeah. [silence] Maybe I'll put that right there. [silence] Yeah. [silence] Yeah. [silence]
03:00
Speaker 2
Is your internet service provider, is it T-Mobile or Spectrum? You wanted to connect to the 2.4. What device are you trying to connect? Is it a digital calendar? Now, your router broadcasts both 2.4 and the 5G. It is embedded in one WiFi name. Your WiFi name has those two. Now, if you want to separate those one, it's possible. Only you need to go to the router login page. Go back. It the advanced option. If you needed to go to the channel and the SSID, and inside it you can see a default name JDI9R9.domain. Under the advanced configurations, you have to scroll down. You don't see this JDI9R9.domain you can keep that. You want to have the name connect.net you save there. Typically what you can do is you don't see this 2.4 and a 5G JDI9R9.domain. You don't need to. You can keep them as one.
03:00
Speaker 1
[silence] Yeah, I just want to dedicate the 2.4 to that one. Okay.
04:00
Speaker 2
So is renaming that other one as 2.4 and other is 5G, so they will have their, their separate. Disadvantage is if you stick to the 2.4, all the rest of the devices will just be on the slower end. If they connect to 5G, they will be in a good speed, but whenever they move around or away from the router, they will be disconnected, unlike when they are in one single Wi-Fi name where if they move away, it will switch to 2.4, if it is closer, it will automatically switch to 5G. That's the advantage. Well, if you really wanted to connect to a digital device, then you can dedicate the 2.4 for that one. All right. Oh. Okay. Be careful, though, that all other devices will be disconnected because you renamed the Wi-Fi. All right. Now,
04:00
Speaker 1
yeah I haven't. which browser or like which website do I go to? So, what do I what website do I go to? Oh, okay. What was the number again?
05:00
Speaker 2
you can log into the router using, you need to connect to it and select the browser, 192.8.1, so that you can open the browser. Do you remember that routers password? Do you remember the password? All right. You try that one. You log in, you're able to log in to the router. 192.8.1. open the browser. You need to open a browser to connect to the router. The router address is 192.168.1.1.
05:00
Speaker 1
Okay, it says install the app.
06:00
Speaker 2
192168. That worked. Let. That's not that one. You see the other picture with two phones on the right side. is there a option for you to log in using the router password, [silence] This is it. No, not that one. is there any other option aside from that one. Can you scroll down, [silence] Okay, you may need to do that one. But
06:00
Speaker 1
Gotcha. Yeah, I don't see two phones. So do I have to install the app then? Like I said, I don't see I don't see two phones. [silence] like instructions on how to separate
07:00
Speaker 2
Okay. It will take some time. All right. You may need to reinstall everything using the app or wipe out everything and reinstall everything. Now Andrew, your router has already out of warranty since 2016. 2017, I should say. I can, you have two options if you want me to assist you online. There will be a fee of $15. That's good for one hour paid support, non-refundable. Or for free support, I can send you the instruction and I can send it to you. Would you like to be, to go for the paid support online with me or the free support using email? I can send the instruction via email. [silence]
08:00
Speaker 1
Yeah, I have the app. Yeah, you can send the email. That's, that's fine. Okay.
09:00
Speaker 2
Yes, and how to log in, yeah, you may need to reinstall it, right? I can give you a detailed instruction. Now, if you can...if you find the instruction difficult and still having trouble, give us a call, you will get help for us for $15. At least you try the email, right? Fair enough, right? [silence] All right then. Give me five to ten minutes after this call, I have to write the email myself and then the instruction, okay? Thanks, by the way, for the call, and I hope I was able to help you, but in case the email wouldn't feel helpful, give us a call, we will help you, put up $15. My apologies.
09:00
Speaker 1
Awesome. Thank you. Thank you. Nice.
10:00
Speaker 2
... free that I can provide you right now. Good day, Andrew. I know you can do this one. The instructions is easy. And thanks. My name is Natted07. Bye for now. Good day.
10:00