V2 Rubric Detail — 771d436a-6e7a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 20:39
Duration
9m 36s
Contact
Vonda Wallace
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134346
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wireless Connection Issue
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall2.4% (-53.6)

V2 Grader Summary

The agent failed to resolve the issue or conduct meaningful troubleshooting, instead immediately citing warranty status and offering only self-service or paid support. No verification of router settings was attempted, and the customer was not guided through any diagnostic steps. Despite being a straightforward guest network configuration issue, the agent provided no technical resolution, resulting in a fully unresolved case with no ownership demonstrated.

V1 Case Analysis

Customer on EA7200 reported guest network password prompt preventing access. Agent confirmed model/serial, declared out-of-warranty status, and offered support.linksys.com or paid-connect. No troubleshooting performed; issue unresolved.

Troubleshooting Steps
  • Confirmed the computer was connected to the main network (Linksys 00125)
  • Inquired about the guest password prompt
  • Diagnosed the guest network as potentially enabled
Key Observations
  • Agent correctly identified the guest network as the likely cause of the issue (06:00).
  • No troubleshooting steps were provided to disable or reconfigure the guest network via the router's local web interface, despite this being a documented solution in the KB (universal_guest_network.md).
  • Agent prematurely escalated to paid support without attempting or guiding through basic free troubleshooting steps.
  • Warranty status was declared out of warranty based on a system lookup, but no verification steps were shown to the customer.
Positive Highlights
  • Correctly identified the device model (EA7200) and serial number from customer input.
  • Collected complete customer information (name, email, ISP) for case documentation.
  • Accurately diagnosed the root cause as the guest network being enabled and the device connecting to it.
  • Provided the correct self-service URL (support.linksys.com) for further assistance.
Agent Errors / Gaps
  • Failed to guide the customer to access the router's local web interface (http://192.168.1.1 or http://myrouter.local) to disable or reconfigure the guest network, as outlined in universal_guest_network.md.
  • Did not provide any free troubleshooting steps (e.g., toggling guest network off/on, verifying guest isolation, or resetting the guest password) despite the issue being resolvable via self-service.
  • Prematurely offered paid support as the primary resolution path without exhausting free self-help options.
  • Did not verify or reset the guest network password, nor did the agent guide the customer to check if guest isolation was enabled.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered only website articles or a paid support option and never provided the guest password or disabled the guest network.
R2 Not Met Diagnostic thoroughness conf 97%
Agent did not perform any step-by-step troubleshooting (e.g., checking router settings, disabling guest network, power-cycling).
R3 Not Met Correct resolution path conf 96%
Agent determined the device was out-of-warranty and immediately pushed a paid service instead of attempting best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent only asked for model/serial and guessed the issue (“maybe you are connecting to the guest network”) without a logical diagnostic flow.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (router admin page, remote session, logs) were used even though accessing the router UI is required to verify the guest network setting.
T3 Not Met No misinformation conf 95%
Agent stated “the guest network access feature on your router is being turned on and your computer automatically connects to the guest network” without verification and gave no correct configuration steps.
Communication
C1 Not Met Clear & professional language conf 93%
The call contains long silences, abrupt topic changes, and no clear framing or transition statements.
C2 Not Met Confirmed understanding conf 92%
Agent used technical jargon (“guest network access feature”, “out-of-warranty”) without checking the customer’s understanding or simplifying language.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent handed the customer off to a website or paid service instead of taking ownership to resolve the issue.
O2 Not Met Proactive follow-through conf 95%
Agent gave vague next-step options (visit support site or purchase paid support) with no timeline or concrete follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the information provided.
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 91%
Agent said “we apologize for that” and “I do appreciate your time,” showing some empathy, but it was brief and scripted.
X2 Not Met Tone & rapport conf 92%
Agent did not adapt tone or pace to the customer’s confusion; continued with generic statements.
X3 Not Met Overall experience conf 94%
Customer was directed to external articles or a paid service, adding extra effort instead of resolving the issue on the call.
Call Transcript20 turns · 20 lines
Speaker 1
Okay. Well, IDK if I can help you, but have you tried contacting the people you're in a call with, or contacting whoever is the one that put you in the meeting? [silence] Yes, um my computer keeps saying that I'm trying to sign in as a guest. What's the guest password, and I'm not a guest so how would I know the guest. [silence]
00:00
Speaker 2
Welcome to Links is 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 is.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, 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 Links is. This is Abby. How can I help you? [silence]
00:00
Speaker 1
Okay, I'm looking at that now. Uh, it is on the modem itself, right? Wait a minute. Now, here it is. Man, these are little letters. Okay, it says serial number 3-2-X-2- O-M as in Mary 2-1 B as in boy 00125. [silence]
01:00
Speaker 2
Okay, so maybe you are connecting to the guest network, ma'am. You need to make sure that you choose the main network, not the guest. Um, can I have first the model number and the serial number of your Linksys device? Just try to look underneath it. Okay. And do you see anything that says model number? Oh. Okay. I just uh checked the serial number, ma'am. So it's EA7200, right?
01:00
Speaker 1
Ea7 to 100. Uh, yes, it is. Vonda Wallace, uh huh. V like Victor, O-N-D as in dog, A-L-L-A-S and Larry, F as in Frank, P as in Paul, at Yahoo.com. Yes. Um, Spectrum. And they're trying, they're trying to get me to get their modem. That I have. Linsky, and I'm, well, there's nothing wrong with this except.
02:00
Speaker 2
Okay. All right, ma'am, can I have your name, please? Let me create a record. Vonda Wallace, and your e-mail address? Okay, so that is, again, Vonda.: L, for Larry.: F, for Peter, at Yahoo.com. And who is your internet provider, ma'am? Spectrum, okay. . .
02:00
Speaker 1
up when I went to sign in yesterday, you kept saying, what's the guest password? And I'm like, I'm not a guest. I don't know why it keeps coming up. What's the guest password? I have no idea what the guest password is. You mean like Spectrum? You mean on my computer? This is just the norm. Uh it says Linkin Linksys Smart Wi-Fi, and it's got [REDACTED_CARD_NUMBER]. Linksys Smart Wi-Fi.
03:00
Speaker 2
If you go to your wireless icon at the bottom right hand corner of your screen, uh, do you see your main network? No, not Spectrum. Yes, on your computer, if you click on the wireless icon and you look for available networks, do you see the links network there? [silence] No, not that.
03:00
Speaker 1
Okay. Yeah. Bottom row Sam. Uh, I think so. I don't know that much about it, but it says Linskies it says L-I-N-K-S Linskies and then it's got a search, task manager, log, taskbar, windows. Yeah, I think windows. Um, well, yeah, I haven't plugged in. I never used wireless. Yeah, it's. [silence]
04:00
Speaker 2
the router, man, but in your computer, if you, if you go to the, to the wireless icon at the bottom right hand, if you're computer running on ex- on Windows, yes, so if you see there the the wireless icon, do you see the wireless icon, how do you connect your computer to your wireless network? It's hard wire.
04:00
Speaker 1
Oh yeah, it's plugged into the router, but I plug it in, cuz the battery don't work on the computer, so I plug, plug it in to the wall. I don't use the battery, but yeah, I'm wireless. I see speaker. Right. And then all it says is internet access Lanensky 00125. Uh, yeah. Yeah. Uh, 5G. Yeah. I just have one computer hooked up. Yeah.
05:00
Speaker 2
It's not plugged into the LinkSys router. Okay, that that computer is wirelessly connected, right? Okay. So it says internet access and you're connected to LinkSys 00125. Is that your main network? Okay. Yeah, so we're you're actually connected to the main network, ma'am. So where do.
05:00
Speaker 1
When I was trying to get in last night, it just kept coming up and saying, um, you need a guest. I couldn't get into the computer. It kept saying, put in your Laninski's, um, password for a guest. Yeah, it's saying, guest access. Enter the guest access password to access the internet. If you don't know the password, ask the network owner. The password can be found using Leninski Linksys Smart Wi-Fi tools. And then it asks for the guest password and the login. And I'm like, I don't know. I'm not a guest, so I don't know. How would I know the password?
06:00
Speaker 2
Does it ask for the guest password?
06:00
Speaker 1
Probably at least two years. Oh, God. No, no. Uh-uh. Oh.
07:00
Speaker 2
Let me just verify. Uh, actually, ma'am, um, let me set your expectation that this router is actually, uh, it's out of warranty. How long have you been using this? Mm-hmm. Because it shows our system that you do still have the receipt. Okay. Yes, because it shows our system that the device is already out of warranty. So, that just means it's no longer covered for free technical support. So, what we can do from our end, ma'am? Yes. Is, uh, we can, since right now, okay, um, it's, it's asking for the guest, uh, password, we may need to, verify the wireless settings of your router, of the Linksys router, and, uh, for out-of-warranty devices, we can give you two options, okay? To either, you go for our website, which is support.linksys.com. Okay, we do have their list of articles.
07:00
Speaker 1
Okay. Well, I'll probably just go with another I'll probably just go with Spectrums router then cuz it's free. Okay, well I don't know why this popped up all the sudden, but it did. All right. Well, then I will call Okay. Well, so it's not anything y'all did? [silence]
08:00
Speaker 2
you can find the list of articles related related to your concern. All right. And you can also take advantage of our AI tool at the bottom right. So, that's the first option. Second option is our Paid Connect service. So, that will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting time. So, if you wanted to walk you through the process, there's a fee for the service and that would be $[REDACTED_PAYMENT_DIGITS] Because, um, we apologize for that. Well, we can actually, what we can offer, as I've mentioned earlier, is our website. So there's a need for you to verify the worr
08:00
Speaker 1
Okay. Uh huh. All right, well, I appreciate it. Thank you. Uh huh.
09:00
Speaker 2
Because it seems that the guest-disable- splash page, the guest network access feature on your router is being turned on and your computer automatically connects to the guest network. So there's a need for us to to trouble shoot that and to verify that. Yes. Not a problem, ma'am. I do appreciate your time. And, uh, again, this is just, uh, for more information, just please visit our site support.linksys.com. This is Abby from linksys. Thank you for calling. You do have a great day. Take care.
09:00