V2 Rubric Detail — 67e819de-70b3-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 16:32
Duration
6m 37s
Contact
No Name
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134792
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CX other concern

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall79.2% (+15.2)

V2 Grader Summary

The agent correctly identified the captive Wi-Fi screen as a setup wizard and reassured the customer it posed no financial risk, providing accurate and appropriate guidance. However, verification of successful setup or internet connectivity was not performed, leaving resolution unconfirmed. The interaction was customer-centered and technically sound but lacked full closure.

V1 Case Analysis

Customer concerned about 'captive Wi-Fi' pop-up during router setup; agent confirmed it is the standard setup wizard with no charges and advised proceeding with configuration.

Troubleshooting Steps
  • Identified the captive portal as the router's setup wizard
  • Reassured the customer that no charges would be applied
  • Advised the customer to follow the on-screen steps to configure Wi-Fi
Key Observations
  • Agent correctly identified the captive-WiFi portal as the setup wizard and accurately reassured the customer that no charges apply.
  • Agent confirmed partial model and serial number but did not verify full product details or warranty status.
  • Agent did not provide detailed step-by-step guidance or confirm successful completion of the setup wizard.
Positive Highlights
  • Accurately identified the 'captive Wi-Fi' message as the standard Linksys setup wizard.
  • Correctly reassured the customer that no charges would be incurred during setup.
  • Maintained a professional and calm tone throughout the interaction.
Agent Errors / Gaps
  • Failed to obtain full product model and serial number verification despite customer providing partial information.
  • Did not walk the customer through the setup wizard steps or confirm successful completion.
  • Did not verify that the router was fully set up or online before ending the call.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent correctly identified the captive portal as a setup wizard and reassured the customer it wouldn't charge, but did not confirm completion of setup or verify internet connectivity; outcome was initiated but not confirmed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent recognized the symptom (captive Wi-Fi) and provided the correct next step (follow setup wizard), but did not verify router LED status, internet connection, or perform basic checks like confirming the router was online.
R3 Met Correct resolution path conf 90%
Agent selected the correct path—explaining the setup wizard and guiding the customer through first-time setup—appropriate for a new router with no signs of hardware failure or out-of-warranty limitations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (captive Wi-Fi screen) and correctly interpreted it as a setup wizard, but did not ask follow-up questions to confirm router readiness (e.g., LED status, modem sync) or root cause beyond initial observation.
T2 Met Appropriate tools / resources used conf 95%
No additional tools (e.g., remote access, logs) were needed—the issue was a standard first-time setup scenario resolvable through explanation alone; agent used available knowledge appropriately.
T3 Met No misinformation conf 95%
Agent accurately stated the captive portal is part of the setup process and will not result in charges—consistent with KB guidance for new router deployment.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent responded to customer questions and maintained basic control, but did not proactively frame the interaction, set expectations, or guide beyond reactive responses.
C2 Met Confirmed understanding conf 90%
Agent used simple, non-technical language ('follow the steps', 'no risk', 'will not charge you') and adapted to the customer’s concern about unexpected fees.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the call from start to finish, provided relevant information, and did not transfer unnecessarily—appropriate for a first-time setup inquiry.
O2 Met Proactive follow-through conf 90%
Agent gave a clear next step: 'follow the steps to set it up' and confirmed there was no financial risk, setting realistic expectations for resolution.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—this was a standard L1 setup question resolvable at agent level.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent acknowledged customer concern about being charged, explicitly reassured them ('no risk'), and maintained a polite, patient tone throughout.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s pace, used reassuring language, and confirmed understanding by allowing the customer to describe the screen before responding.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition, used information provided (Wi-Fi name, serial), and resolved the core concern without adding steps or holds.
Call Transcript14 turns · 14 lines
Speaker 1
Welcome to links and support. This is Mrs. Philip Owens. I just, I had a question about my router. I, I just hooked it up and, They turned, they turned on Wi-Fi for me and I, I was gonna see if I could get it
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.links.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty, 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. Hello. Thank you for calling. Welcome to support. This is Charm. How can I assist you with today? Thank you.
00:00
Speaker 1
on my phone, it's showing, but it's not not acting like it's turned on but it says it keep popping up a thing on my phone says captive Wi-Fi and I just wanted to know if that's what is that? I don't know what it is. It says captive Wi-Fi and it says I agree to the terms and conditions and I don't know what that is. I don't want to click on something and it start charging me something. Uh you say Wi-Fi is AT&T because Wi-Fi is uh well it's uh
01:00
Speaker 2
What's the message, which what's the Wi-Fi name are you connected right now? Search. What lives? Yes. What Wi-Fi are you connected right now in your phone? What's the Wi-Fi name?
01:00
Speaker 1
It's just links this I guess links this let's see, WI fi name, links this zero four, zero one, two. Yeah. That's on my route. That's on my router. Yeah. Let me see. [silence] serial number is [silence] three, zero N [silence] one, zero M [silence] 24.
02:00
Speaker 2
All right, so you are connected to the Wi-Fi and you're getting that message. Is it on the Wi-Fi the router or are you routed to a browser? Can you provide the model number and serial number of your Lynx router? [silence]
02:00
Speaker 1
Be 0 4 0 1 2. Browser, you, I'm not, I'm not sure exactly what it's done. [silence] Let me, let me do it again so I can tell you exactly what it say. [silence] All right. When I first click in this.
03:00
Speaker 2
got it. Let's check. Right. And when you select the network, you are. Are you routed to a browser? I see one more. Update Wi-Fi here. or... setup Wi-Fi.
03:00
Speaker 1
in the settings here and I click on the Wi-Fi that it shows it says forget this network it's got the password there auto login private Wi-Fi address it's got that on it but uh let's see there was a thing on here popped up and said um here it comes captive Wi-Fi says let's get started there the setup wizard [silence] It says it's set up
04:00
Speaker 2
Mhm. Mhm. Mhm. All right, coping Wi-Fi. All right, when you click, Mhm. Yes, go ahead. Yes, go ahead, sir.
04:00
Speaker 1
up wizard will help you configure your router and get it connected to the internet. You will be online in just a few minutes. Yeah. Yeah I ain't never. I never have used it. No. Okay. I didn't know what that was. I didn't know if it was something that would start charging me something or what. Okay. So I do need to go through steps for this setting it up then right.
05:00
Speaker 2
Uhmm it will not charge you anything sir. [silence] Yeah you just need to follow that once. Um it will ask you to create a WiFi name and password just like that sir. No it won't add as uh any [silence]
05:00
Speaker 1
Okay. I just didn't know what it was and I had to make sure before I done it. Okay. Well, I appreciate it. Okay, thank you. You too, bye bye. [silence]
06:00
Speaker 2
payment or anything alright alright no risk and if if and if there is a problem then you can contact us back alright thank you so much just follow the steps for you for you to set it up alright thank you so much have a good one bye for [silence]
06:00