V2 Rubric Detail — 6bc6c544-7ff1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 02:03
Duration
13m 28s
Contact
706-474-1686
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#EOS00137202
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EOS_EA6500-4A_Laptop can't detect the SSID of the router
⚠ Auto-Zero applied: Avoidance/Evasion (B) — agent skipped required diagnostics, provided materially incorrect information (claiming a Linksys RE device was TP-Link), and defaulted to product replacement without troubleshooting.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership3.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to diagnose or resolve the laptop's Wi-Fi issue through proper troubleshooting, provided factually incorrect product information (misidentifying a Linksys extender as TP-Link), and avoided meaningful engagement by reading from script and dismissing the customer's concerns. The customer resolved the issue independently after the call, confirming an unresolved outcome with clear avoidance of required diagnostics and critical inaccuracies.

V1 Case Analysis

Customer reported laptop unable to detect Wi-Fi while other devices worked. Agent misidentified extender as TP-Link, incorrectly stated EA-6500 was out of support, and provided no troubleshooting steps. Customer resolved issue independently after call.

Troubleshooting Steps
  • Collected customer email and attempted to locate existing case record
  • Confirmed router model (EA-6500)
  • Incorrectly identified extender as TP-Link device
  • Stated router is out of support without verification
  • Suggested issue is with laptop's wireless adapter without providing steps
Key Observations
  • Agent misidentified the Linksys range extender (RE1750X) as a TP-Link device, demonstrating critical product recognition failure.
  • Agent incorrectly claimed the EA-6500 router has reached end-of-support, contradicting KB documentation.
  • No actionable troubleshooting steps were provided for the laptop's Wi-Fi adapter (e.g., enable adapter, update driver, check airplane mode).
  • Customer explicitly stated the agent was reading from a script instead of listening, confirming poor call control and empathy.
  • Customer resolved the issue independently after the call, indicating the agent provided no meaningful assistance.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Misidentified customer's Linksys range extender as a TP-Link device (ACCURACY)
  • Incorrectly stated the EA-6500 router is out of support without verifying warranty or support status (ACCURACY, PROTOCOL)
  • Failed to provide any concrete troubleshooting steps for laptop Wi-Fi adapter issues (RESOLUTION, ACCURACY)
  • Did not verify warranty status or perform a proper warranty lookup (PROTOCOL)
  • Failed to offer any self-help resources, KB articles, or follow-up support despite customer frustration (RESOLUTION, PROTOCOL)
  • Poor call control and empathy; agent read from script instead of actively listening to customer's issue (COMMUNICATION)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the laptop's Wi-Fi detection issue; customer resolved it independently after the call.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were taken (e.g., checking laptop adapter status, driver updates, or router SSID broadcast). Agent jumped to conclusions about outdated hardware.
R3 Partially Met Correct resolution path conf 90%
Agent acknowledged device age and suggested upgrade path but failed to verify warranty status or provide structured best-effort troubleshooting steps despite OOW requirements.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent concluded laptop adapter was outdated without diagnostic questions or evidence gathering; skipped logical root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Did not access router admin interface (e.g., 192.168.1.1) to verify Wi-Fi broadcast or use remote session/logs, despite these being standard diagnostic tools for the scenario.
T3 Not Met No misinformation conf 97%
Incorrectly claimed RE1750X was TP-Link (RE series is Linksys) and falsely stated EA6500 was out of support without KB validation.
Communication
C1 Not Met Clear & professional language conf 95%
Agent read from script, gave long silences, failed to set expectations, and lost call control when customer expressed frustration; did not guide the interaction effectively.
C2 Not Met Confirmed understanding conf 94%
Used technical assumptions ('wireless adapter outdated') without simplifying explanations or confirming customer understanding; ignored real-time customer feedback and frustration.
Customer Ownership
O1 Met Ownership & empathy conf 87%
Agent remained on the call, did not transfer the customer, and attempted to gather information despite challenges (e.g., requesting model/serial numbers).
O2 Not Met Proactive follow-through conf 95%
Provided no specific next steps or timelines; only suggested buying a new router without interim actions, follow-up, or realistic pathways forward.
O3 Not Applicable Closure confirmation conf 92%
This was confirmed as the first contact with no prior case history available (agent stated 'I cannot find your record in the system').
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted given the issue scope (customer did not request escalation, complaint, or legal-risk signal).
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred on this touch.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Customer explicitly stated agent was not listening, pushy, and showed no genuine empathy; responses were transactional and dismissive during frustration.
X2 Not Met Tone & rapport conf 96%
Failed to adapt communication to customer's growing frustration; continued scripted responses without adjusting tone, pace, or style to maintain engagement.
X3 Not Met Overall experience conf 96%
Customer had to repeat information multiple times (e.g., model numbers), and agent did not use known details efficiently, increasing effort and frustration.
Call Transcript22 turns · 25 lines
Speaker 1
Hey Donna, I'm having an issue. My wife works from home and her laptop isn't picking up the Wi-Fi. So it's normally been picking up the Wi-Fi. And I called Spectrum and Spectrum did the whole little test and everything and we're getting more download speeds than we need to have. But she actually works through uh her job requires a ethernet cord to be put on the uh the laptop, but she can use Wi-Fi. It if she uses an extender and then uses a cable and then it'll allow it to hook up in that manner. but, uh, we keep trying to log on to the Internet and her computer is saying no Wi-Fi available and I even turned on my hotspot and it won't even pick up the hotspot from it. But she took her laptop to work today and everything worked just fine. My phone is working off of the Internet. I can my TV, everything is working just fine. So I don't know if there's something, uh, that's blocking or preventing her because I had a video game, uh, Playstation a while back and I ended up having to call you guys and y'all told me how to get into it. And I had to put in like some 888 dot number or 44433. It was a consecutive set of numbers and some dots and stuff and now I have no issues for my Playstation. Yeah, yeah, other devices can, can, can, can. And we got the extender on there too. And it's picking up the extender from my phone, it's picking up uh regular Wi-Fi. Uh, it's just her device itself isn't She just, she just got the, all right, so she, she just went and got the extender today. just a few minutes ago. And she's been working for almost a year
00:00
Speaker 2
Thank you so much for sharing that. Just to verify, only one laptop can detect, can't detect the wifi name of your router, correct? But other devices can detect the wifi name. So think. think. It appears that the issue has something to do the with the network adapter of the laptop. It could be that the wireless adapter is disabled or the driver on the wireless adapter is outdated. So, let's check further on this. By the way, is this your first time contacting Okay. So, I think
02:00
Speaker 1
[silence] off of the wi-fi here at the house. Uh so we're just trying to figure out why she's not getting a signal for the internet. And I was having like I said, I was having the same issue with my video game and then I call her in and you guys were able to walk me through what to do to to uh make my game play. Yes. Eddie toe-E-O-lbert b-r-e-r-t[silence] Eddie toe-E-O-lbert b-r-e-r-t[silence]
03:00
Speaker 2
[KEEP_UNCERTAIN] Yeah. Yeah. [silence] Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Okay, thank you so much. Let's check further on this together. [silence] Um, you already contacted us before, correct? [silence] May I have your first name and last name, please? And can you spell it out for me using fanatics? [silence] [silence] May I also have your email address? And can you please spell it out for me using fanatics?
03:00
Speaker 1
Okay, it's uh, C-H-E-R-F-E-D-D-I-E-T at outlook.com.
04:00
Speaker 2
let me repeat your email address to ensure that I got it correctly. So your email address is C for Charlie, H for Hotel, E for Echo, R for Roger, F for Foxtrot, ERR for Echo, D for Delta, D for Delta, A for Apple, E for Echo, T for Tango. at outlook.com. Is this correct? Okay. Thank you so much. Let me check. [silence] [silence]
04:00
Speaker 1
Okay, no problem. I got it, I got it. So you want the serial number? Okay, so serial number. [silence]
05:00
Speaker 2
if I can find your record in the system. One moment, please. Please give me around two to three minutes to check if you already have a record in the system. Thank you so much. Thank you for patiently waiting. I apologize, I cannot find your record in the system. I have the model number and the serial number of the product. You can find it on the speaker underneath the device or on the box it came with it. Yeah and then the model number of the device.
05:00
Speaker 1
is the mode, it's not the address, right? Uh, Oh look, no, I'm saying, because I got three different, Oh model, the model, the model number, EA6500. Uh, um, model number.
06:00
Speaker 2
OK, and a model number, yeah, the model number is located underneath the device as well. Is it the EA-6500? OK, so what is the model number of the new extender that you just purchased?
06:00
Speaker 1
well for the router in the box for this I think the barcode right there I don't know if it has the model number on it All right, I got the serial number for you and the model. Okay, you want the model first? Which one you want first? RE1750X. No.
07:00
Speaker 2
um okay yes for yeah the model number um I I see so this is not a Linksys device correct um when I search it in the internet it appears that the device is from TP-Link okay so um upon checking
07:00
Speaker 1
No, it's not outdated. You, you keep telling me, I'm telling you what's going wrong with my system. There's nothing wrong with the equipment, nothing is outdated. We literally just went to the store 20 minutes ago to go get this Lynks' adapter, Wi-Fi adapter. It has never been taken out of the box up until 10 minutes ago. We have it connected, it's connecting to other devices. But my wife's laptop is not picking up the Wi-Fi. She was at work today, it picked up the Wi-Fi. My TV is a Dish receiver, it needs Wi-Fi to make the Hopper's work, which is what our little cable boxes are called. or called. It is working with it. So, all
08:00
Speaker 2
As all devices behind the network are working fine, it has to do something with the wireless adapter of the laptop. The wireless adapter of the laptop must be outdated.
08:00
Speaker 1
all of our connections are working with it. It's just that my wife's laptop is saying that it can't pick up any Wi-Fi from anything. I wanted to do something else. No. No. Yes, but it's, that has nothing to do, the linksys is the same system that I've always had. I've had it for almost 10 years. And my wife, my wife's, yeah, no, and my wife's uh, that's the only one that we have. And uh, she went to work on Monday. Her computer worked just fine for eight hours. She tried to log in this morning and now it's showing that there's no Wi-Fi to pick up from, the signal, from anything.
09:00
Speaker 2
Okay. Okay. So, so the laptop has a new Linksys adapter, correct it's, okay, okay. Okay. So no other links to define, okay. Okay. Okay. All right, thank you so much.
09:00
Speaker 1
Hold on. Hold on. Quit, quit reading, quit reading a screen to me and understand something. It worked Monday. Can you tell me what day of the week today is? [silence] I don't know. I'm just a computer, I can't understand.
10:00
Speaker 2
your system has reached its end of support phase. So, it no longer receives firmware updates or active assistance from linksys. I can still walk you through a few practical steps that often help, and afterward, I'll email you a self-help guide you can keep. Also, because of the age of this product, there's a limit to what troubleshooting can reliably fix. So, this comes down to older firmware and hardware. Let's try the steps most likely to help and I'll be honest with you about what we can find and broke. By the way, Wi-Fi technology has moved a long way since this model was released. If the steps don't resolve the issue, the next option is to upgrade your router to the newest model. There are newer linksys models available on Amazon.
10:00
Speaker 1
Oh, my God. It worked Monday. It worked yesterday. Yes . Okay. Okay. The hang up will try. Okay. All right. Thank you.
11:00
Speaker 2
Today is Wednesday. Okay. All right, so just to check, okay, just to check, all your devices can detect the Wi-Fi name of the Linksys router at the moment, except for the laptop, correct? Okay, so, it just means that the issue has something to do with the laptop. You have to double check if the Wi-Fi adapter of the laptop is enabled. It should be enabled, or um, you need to check the signal, the Wi-Fi signal there if it is enabled or disabled. Because if it's disabled, the laptop will not detect a Wi-Fi signal. Okay, thank you, too. And um,
11:00
Speaker 1
We'll be good. I'm going to give you a little piece of advice, my lady. I really I really enjoy talking to you because you're really, really nice and kind. And I can tell that you're trying to help me out. But you really gave me no assistance and you just were really pushy and forward at reading, what was on the screen, instead of listening to what I was saying. And during that time, I just kept messing with it and I actually got it to work. So I didn't need to buy another router or get anything else. I just needed some assistance from you for you to listen to what my problem was, but you weren't acknowledging my problem. You were just telling me, I got something outdated, something old. So, I really, really appreciated your help, but I really would have appreciated it if you would have listened to me. No, I don't have anything else. [silence]
12:00
Speaker 2
Mhm. Mhm. A: I understand. T: Thank you so much. And [Silence] once again, [Silence] We apologize for the inconvenience that this may have caused. [Silence] We have other [Silence] devices that I can assist you with today. Okay, thank you for calling Lexis, and I hope the rest of your day goes smoothly. Bye bye. Thank you too. Hello, are we still connected? You may end the call now. [silence]
12:00