V2 Rubric Detail — 6373d2c2-6e4b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 15:02
Duration
9m 2s
Contact
Karen Behrends
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134267
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device can't connect

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall45.8% (-10.2)

V2 Grader Summary

The agent correctly identified the issue as likely client-side and provided technically accurate advice, representing partial progress. However, the interaction lacked clear next steps, full ownership, and effective communication refinement, preventing full resolution. The outcome is classified as Partial Resolution due to meaningful but incomplete troubleshooting.

V1 Case Analysis

Customer reports laptop cannot connect to Wi-Fi while phone works. Agent captured serial number and incorrectly identified model as EA6250 (correct model EA6350 per customer). Advised checking laptop Wi-Fi settings. No router diagnostics or reboot performed. Issue unresolved.

Troubleshooting Steps
  • Captured router serial number
  • Asked about power outage or ISP issue
  • Confirmed phone has internet access
  • Suggested laptop may be disconnected from Wi-Fi or Wi-Fi turned off
Key Observations
  • Agent misidentified the router model (EA6250 does not exist; customer clearly said EA6350 at [03:00]).
  • No proper troubleshooting flow—no reboot, no admin UI check, no firmware or Wi-Fi settings verification.
  • Agent correctly deduced the issue was likely with the laptop, not the router, based on phone connectivity, which is a valid diagnostic insight.
  • Communication was fragmented and lacked structure; agent repeated phrases and failed to confirm understanding.
Positive Highlights
  • Correctly identified that the issue was likely with the laptop, not the router, based on the phone's successful connection [07:00–08:00].
  • Captured the serial number accurately [02:00].
  • Asked about ISP or power outage, which is a valid first step in isolating the problem [06:00].
Agent Errors / Gaps
  • Provided an incorrect router model number (EA6250), which does not exist in the EA series.
  • Did not verify the model number despite the customer spelling it out (EA6350).
  • Did not perform any concrete diagnostic steps on the router or network (e.g., reboot, admin login, check DHCP clients).
  • Failed to set a clear next step or schedule a follow-up.
  • Did not collect or confirm warranty status when it could be relevant for support eligibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or confirm resolution; call ended with only a suggestion to check laptop Wi-Fi settings without verification.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent identified the symptom (phone works, laptop does not) and correctly inferred a device-specific issue, guiding the customer toward checking Wi-Fi settings — a logical first step, though deeper troubleshooting (e.g., IP config, forget/reconnect) was not pursued.
R3 Partially Met Correct resolution path conf 92%
Agent correctly ruled out router failure (phone connected) and directed focus to the laptop, choosing a reasonable path for a device-specific connectivity issue; however, did not fully explore or confirm the nature of the problem before concluding.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified key symptoms (laptop offline, phone online, solid LED) and asked about power/internet interruption, logically narrowing to a client-side issue, but did not ask about Wi-Fi toggle, network list, or IP settings.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (logs, remote access) were necessary or available for this client-side issue; the agent used observation and logic appropriately without over-relying on unsupported tools.
T3 Met No misinformation conf 97%
The guidance that the laptop may not be connected to Wi-Fi or has Wi-Fi turned off is technically accurate and aligns with common causes of asymmetric device connectivity.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent attempted to create a ticket for continuity and framed the call as support, but lost control by repeating phrases, failing to set clear expectations, and ending abruptly without confirming understanding or next steps.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language and avoided technical jargon, adapting to a non-technical user; however, speech was cluttered with filler words and mispronunciations, and comprehension checks were minimal despite customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent created a ticket to support continuity and attempted to assist rather than immediately transferring; however, did not follow through or commit to further action, leaving the customer to self-resolve.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timelines were established; the only instruction was 'double check that,' with no follow-up plan or commitment to reconnect if unresolved.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and the issue — a single device not connecting while others work — did not meet escalation triggers (hardware fault, complexity, repeat contact, etc.).
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 92%
Agent remained polite and did not become impatient, but failed to acknowledge the customer’s frustration or repeat-call fatigue; tone was procedural rather than empathetic.
X2 Partially Met Tone & rapport conf 88%
Agent maintained engagement long enough to gather serial number and issue, and adapted explanation to a basic level; however, speech clarity issues and lack of pacing adjustments may have contributed to customer disengagement.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number multiple times due to agent’s misreading; agent did not use collected information to streamline troubleshooting, increasing customer effort.
Call Transcript15 turns · 16 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 serial number ready for assistance. Press one now for out-of-warranty products. Paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. 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 us. This is the IS support center. Thank you for calling Linksys. This is Yes. How can help you?
00:00
Speaker 1
My cable company is telling me I don't have a connection between my router and I'm sorry. I need to get a magnifying glass and I don't seem to have one available right now. So I'll have to call back. [silence]
01:00
Speaker 2
Okay. Can you provide me, ma'am, the serial number of your router? [silence]
01:00
Speaker 1
I didn't understand what you said. Oh, here's my serial number. I got it. 14 ready? 14Y30JC6324464 Yes. Yes.
02:00
Speaker 2
Alright I'll create first a record for you, ma'am, so that when you call back you just have to state your ticket number is that alright? I'll create first a record for you. uh huh. alright so it's one four Y for yellow. three zero J for John zero
02:00
Speaker 1
Yes. Four. Yes. Yes. I'm sorry, where do I find that? ma'am, I can't. Okay, it's. E-A-6-3-5-0 or 5-0. Okay. Karen, Barron's, B, like in boy, E-H-R-E-N, D, like in dog, S, like in Sam.
03:00
Speaker 2
Steve for Charlie. Six three two, four six four. Is that correct? All right. So your links is Rouder is model EA 6250. I'll create first a record for you, ma'am. May I have your name? That's the model number. Yes. Yes, that's the model number of the Rouder. I'll create first a record for you, ma'm. What's your name?
03:00
Speaker 1
K-A-R-E-N. yes. B-E-H. B like in boy, E like in every, H like in Henry, R like in Richard, B like in boy, E like in every, N like in no, D like in dog, S like in Sam.
04:00
Speaker 2
[silence]
04:00
Speaker 1
Yes, you're saying that right. Actually, KFK and Frank Burnspot, calm. Yes. I'm sorry. I'm having trouble understanding you. I'm sorry. Spectrum. No, I have, I have no internet. I've already talked to the, I've already talked to spectrum. They're telling me it's not them.
05:00
Speaker 2
And did you experience a power outage or an Internet service interruption? No. So your router just discontinued. So if you have no internet, there's two possible causes. One is that you have an Internet outage or Internet service interruption. Two is that your. Mm-hmm. And it didn't. All right. So they telling you that their Internet line connection is good. So the adult probable cause is that your router disconnected, and you will know that your router disconnected because it's LED or the light on its top or to the front of it is showing
06:00
Speaker 1
It's, it's solid. Yes. I, I, just cannot connect. If I'm on Facebook, it tells me I'm offline. And the email, I get nothing. I have no, um, nothing has come across this morning. On my laptop, now it's come across on my phone, but not on my laptop.
07:00
Speaker 2
no light or it's blinking, it's not solid it's solid all right uh so, when you try to connect to your internet what does it say, it's does it say connected without internet or you cannot connect at all okay so you mean to say you can access your internet to your phone but not on your laptop
07:00
Speaker 1
Right. Okay. Okay. All right. Thank you. Thanks, you too.
08:00
Speaker 2
Okay, so, since you are able to connect or access your internet using your phone, that it only means, uh, that your laptop, um, may not, uh, be connected to your wifi network name? Check your laptop, because, uh, maybe, on your wifi, it is turned off, or, it's not connected to the, exact, wifi network name of your router? Because, since it's, uh, you mentioned that your cell phone is connected, and, it only means that your laptop may be, disconnected, it's wifi may be turned off. So, so, double check that, okay? Alright. You're welcome. Thank you for calling Linksys, again. And, take care. Have a great day, Karen. Goodbye. [silence]
08:00