V2 Rubric Detail — 640ae5be-651c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 22:33
Duration
12m 8s
Contact
840-210-8026
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Agent provided materially incorrect support URLs (e.g., support.ifinx.ifez.com, suppwrlinksis.com), which are non-existent domains and constitute a critical failure under T3 (technically inaccurate information) and potential fraud risk (D).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to troubleshoot, diagnose, or resolve the customer's Wi-Fi connectivity issue, offering only incorrect website links and a paid-service option. Critical technical inaccuracies, lack of ownership, and poor communication resulted in an unresolved case with avoidable customer effort. The provision of fake support URLs triggers an auto-zero due to risk of fraud or misinformation.

V1 Case Analysis

Customer unable to connect new phone to MR5500 Wi-Fi; other devices work. Agent provided invalid URLs (support.ifinx.ifez.com, suppwrlinksis.com), did not guide customer to correct router admin page, and offered paid support without meaningful troubleshooting. Issue unresolved.

Troubleshooting Steps
  • Asked for and confirmed model (MR5500) and serial number
  • Suggested checking Wi-Fi password
  • Advised to forget network and reconnect
Key Observations
  • Agent provided two clearly fake and unsafe URLs: 'support.ifinx.ifez.com' and 'suppwrlinksis.com'. These domains are not associated with Linksys and could expose the customer to phishing or malware risks.
  • Agent did not guide the customer to the correct local router admin URL (http://myrouter.local or http://192.168.1.1), which is the standard first step for Wi-Fi password verification.
  • No basic troubleshooting steps were performed: no power cycle, no band verification (2.4 GHz vs 5 GHz), no credential validation, and no check for device blocking.
Positive Highlights
  • Agent successfully collected and confirmed the customer's name (Nadar Petroujan) and email (cyrus.t.g10@gmail.com) despite phonetic spelling.
  • Agent obtained and confirmed the product model (MR5500) and serial number, supporting protocol compliance.
  • Agent acknowledged that other working devices suggest the issue may be device-specific, showing basic problem understanding.
Agent Errors / Gaps
  • Provided two invalid and potentially harmful support URLs ('support.ifinx.ifez.com' and 'suppwrlinksis.com') — this is a severe accuracy and protocol failure, as these domains are not legitimate Linksys support sites.
  • Failed to guide the customer to the correct local router admin interface (http://myrouter.local or http://192.168.1.1), which is the standard and safe first step for Wi-Fi connectivity issues per the Linksys KB.
  • Did not verify whether the Wi-Fi password on the router label was still active or if it had been changed, a basic troubleshooting step.
  • Did not suggest checking 2.4 GHz vs 5 GHz band compatibility, which is a common cause of device-specific connectivity issues.
  • Did not recommend a power cycle of the modem and router, a standard first step in Wi-Fi connectivity troubleshooting.
  • Did not check if the phone was blocked via MAC filtering, parental controls, or access restrictions in the router settings.
  • Prematurely offered paid support without performing any safe, basic troubleshooting steps that could have resolved the issue without cost.
  • Allowed the call to become unfocused and reactive, failing to set expectations or control the troubleshooting path.
  • Did not confirm the outcome of any suggested action (e.g., did forgetting the network help?).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; only offered website links and a paid-service option without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting steps were conducted; agent suggested checking password but did not guide through process or verify settings.
R3 Not Met Correct resolution path conf 95%
Agent cited out-of-warranty status and immediately pivoted to paid support instead of providing best-effort troubleshooting as required.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to ask relevant diagnostic questions about phone settings, error messages, or network environment; no root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., KB, remote access, admin interface) to assist, despite needing to verify router settings.
T3 Not Met No misinformation conf 95%
Provided incorrect URLs (support.ifinx.ifez.com, suppwrlinksis.com) and failed to give accurate technical guidance from reliable sources.
Communication
C1 Not Met Clear & professional language conf 90%
Frequent silences, lack of structure, and statements like 'I don’t know what to tell you' show loss of call control.
C2 Not Met Confirmed understanding conf 85%
Used generic language without adapting to customer’s technical level or confirming understanding; no comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Did not take ownership; redirected customer to external sites and paid service without attempting resolution.
O2 Not Met Proactive follow-through conf 85%
Next steps were vague ('visit website', 'call back if you pay') with no clear owner, timeline, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the issue complexity or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Showed minimal empathy; no acknowledgment of frustration, repeated effort, or difficulty; remained transactional.
X2 Not Met Tone & rapport conf 85%
Did not adapt to customer’s pace or emotional state; communication was flat and disengaged.
X3 Not Met Overall experience conf 90%
Customer repeated information (name, email, serial) and was sent to unreliable websites, increasing effort unnecessarily.
Call Transcript26 turns · 26 lines
Speaker 1
[silence] Hi, I do have a Wi-Fi there, from you,
00:00
Speaker 2
Welcome to link 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, please have your devices 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 link. This is Zapi. How can I help you?
00:00
Speaker 1
Len 6 Got a new phone for some reason, I cannot make the bug on my cell phone work. Yes. So I tried. Yes, this is a new phone, and on the phone, But this one, I don't know how to do that. I go to connect Wi-Fi, whatever I do, it doesn't work. I look at the back of the What you call it? The router and I use the password there, it didn't help.
01:00
Speaker 2
Yes sir. Okay. So you're unable to connect your cell phone to the linksys router, okay? How about your other devices are working? Oh, okay. I see. So, yeah. Actually, in order for us to check on that, we need to access... Wow. Cinemax. [silence] Yeah. [silence] I don't know what to tell you, to be honest. [silence] Just because the internet works for other devices, huh? Uh-huh. Doesn't really mean that it's not a router issue. Uh-huh. So, does it actually have a... [silence] Oh. You did? Uh-huh. Okay, cool. What are you saying, saying it's cutting out? Uh-huh. Okay. [silence] Like it starts and it messes up. [silence] Or just it messes up, uh-huh. Okay. Yeah. I guess we can try a number of things. I just don't know what to tell you. I think it's between, like if the device has been connected to that particular router multiple times, the router, uh-huh. Would actually fix the issue by itself. Um, a particular sequence number, uh-huh. You should try connecting to the router manually. [silence] You understand? Okay. Or just try to manually... Or set to forget network, uh-huh. Or disconnect the router and then connect back. [silence] Uh-huh. Or what are your suggestions, suggestions to fix... [silence] Yeah. You're welcome. [silence] Yeah. You too, my friend. [silence] My friend. Take care, bye. [silence] Wow. [laughter]
01:00
Speaker 1
No, no. Because I have no problem with that as we're working well. First name is Nadar, N-A-D-A-R. Last name is Petroujan, P as Peter, I-R-O-U-Z as zebra A-N. It's Cyrus, E-G-10 at gmail.com. It's Cyrus, C-Y-R-U-Z. E-G-10. At Tom G as George number 1-0 at gmail.com.
02:00
Speaker 2
check your router settings to verify the wireless password because it could be that the Wi-Fi password is incorrect. So, sir, have you called Linksys before? Let me just create a record. Can I have your name? Okay. And what about your email address, sir? Road? Can you spell that? Okay.
02:00
Speaker 1
Yes. I don't you know this one is the one that I have problem with, so I couldn't uh have any uh what you call it emails on this one. I do have a serial number it's 2024. 5 K uh okay K 1 0 M 2 CC 0 0 9 7 3.
03:00
Speaker 2
Okay, so that's Cyrus, T for Tom, G as in George, 10@Gmail.com, correct? Okay, and who is your inner? it's okay it's alright, so, uh, sir Nadir, um, can I have the model number and the serial number of your link this device? Just try to look underneath it. all right. That's 4-5. K-4-kilo-1-0-M-Like Mrs. Mary.
03:00
Speaker 1
you could yes I'm not sure the length of that but has been like say here I do not exactly when it was two years
04:00
Speaker 2
2 charlie Charlie zero zero nine seven three okay. So you have MR 5500 and how long have you been using this device? Is it more than a year? How many years just an estimate. I'm sorry more more than a year like how many years sir. Is it two years? [silence] okay I'm so sorry but you're really cutting out. Yeah what was it again?
04:00
Speaker 1
I said I don't recall when it was connected since I bought it and it's connected to I didn't do that. A technician did that maybe two years. I don't remember exactly. Not good with this with with this stuff, you know. Things I had help to do that. Again, it works really well. I thought it has to do with my what what is the internet company. I called them. They said no. You should call the the voice by company. The brand that you have. It's a spectrum. [silence]
05:00
Speaker 2
Oh, okay. Okay. So, sir, who is your, [silence] Yes. By the way, who is your internet service provider? Spectrum. Okay. So, you mentioned sir that you have other wireless devices that are connected? Is it possible? Yes. [silence] Okay. [silence]
05:00
Speaker 1
[KEEP_UNCERTAIN] No, it is a desktop. Desktop computers. Yes, yes. Uh, I don't know a smart firm that uses related to this. I have that. Uh yes. I don't want it. I could monitor or not. Again don't ask me about this thing. I have no clue. issue with the graphic controller. Yes.
06:00
Speaker 2
devices that are working already, right? Is it a laptop? [silence] So it's hard wired to your router? [silence] okay, they're not wireless. Do you have other wireless devices that are currently working? [silence] You have a thermostat? [silence] Uh-huh. [silence] Oh, okay. Yeah. Okay. So as I had mentioned earlier, Mr. Nadir, what we're going to do is to access the router settings for us to verify the Wi-Fi password. Okay? Because it might be [silence]
06:00
Speaker 1
as for the underneath the wi-fi I have it here I used a I entered the doesn't the phone asked for password I did
07:00
Speaker 2
be that you happen to input the wrong password that's why your phone is not connecting and open checking here? Yes, that's the default. Yeah, that's the default password, sir, but maybe you happen to change your Wi-Fi password when you set it up. So we also don't have access to your router, so we won't be able to verify that and the only way for us to check whether you've got the correct password is to access your router settings, Mr. Nadir. And so upon checking here in our system, okay, your router MR5500 is already out of warranty. Okay. that just means you're no longer covered for free technical support.
07:00
Speaker 1
You should see the a password when it was installed. I even entered that. Doesn't recognize it. Not the password of the Wi-Fi. The password that I gave you. If you have your Wi in front of you. You have your username over here. Type it in and then the password that I gave you. And I'll give you instructions over here as you're typing.
08:00
Speaker 2
However, we can give you two options for this one, sir, Nadir. Okay, it's either you go for our website, which is support.ifinx.ifez.com. That is for free. You can find there articles on how to access the router settings to verify your wireless password. Or you can also ask our AI agent at the bottom right. Okay, you can ask how to access the router settings. That is the first option. The second option is our Pay to Connect service, which will cost you 15 hundred daily lasting for 60 minutes of troubleshooting and that service is non-refundable. So, Hmm, I understand. It should be the Wi-Fi pass --
08:00
Speaker 1
The technician asked me, to have a password. Which I have it. I enter that that still didn't. recognize it. know, what was that support? [silence]
09:00
Speaker 2
Yes. Could be sure that the Wi-Fi password is incorrect. Okay? The one at the bottom is the default password. When you initially set up the router, did you happen to change the Wi-Fi password? Yeah, the only thing to verify the settings or is to access your router settings. You can try since you are able to go online using your desktop. You can try to, you can try our website first, okay? You can go to suppwrlinksis.com. You can find their article and how to access the router. Support-the. [silence]
09:00
Speaker 1
Okay, I could get help from that link it. Okay. If I pay, do you think it's going to really work?
10:00
Speaker 2
yes, you can find their articles. So you can just search for the model number of your Linksys device. So it will give you user guides as well. So that website is helpful. Okay. Now, if ever you happen to change your mind, you can always give us a call back if you want to avail for the paid connection service. Well, it's really not a guarantee, Serge, because at times, if there's really a problem with the hardware, then we can no longer have your device replaced. Okay. And as I've mentioned earlier, this service is non-refundable. But of course, we will uh
10:00
Speaker 1
Yeah. Okay, thank you. Let's see if I could make it work. If not, I have to call you back and pay the fee for that. Okay. Yes sir. Okay. Thank you so much.
11:00
Speaker 2
Check all the settings on your router for us to be able to connect your uh phone to the network. Because right now the The Linksys router is already working. Okay? It's just that one of your wireless device, which is your phone is not connecting. If there is a need for us to to adjust some settings on the router, we will do that in order for your um wireless phone to work. Okay. No problem. So, you can always give us a call. We're open up until 11 pm, Eastern Standard time tonight. So, uh, Thank you for your time, Mr. Nadir. This is Epi from Linksys. Thank you for calling. You do have a great night. By the way, if ever you need to call us, just give us your phone number so we can pull up your account.
11:00
Speaker 1
Okay, thank you so much. Bye bye. You too, bye bye.
12:00
Speaker 2
thank you. Have a great night, sir. Bye bye.
12:00