V2 Rubric Detail — 77e9db52-66cb-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-13 01:59
Duration
7m 51s
Contact
No Name
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00133341
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wireless Connection/Inquiry call

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.7/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.93/5
Overall97.9% (+23.9)

V2 Grader Summary

The agent correctly identified the BEFSR41 as a wired-only legacy router with no Wi-Fi capability, explained the limitation clearly, and recommended a wireless replacement. All technical and procedural aspects were handled appropriately, resulting in a successful resolution. Empathy was present but could have been more explicitly expressed.

V1 Case Analysis

Customer could not find Wi-Fi SSID/password on legacy wired router (EFSR41). Agent confirmed device is wired-only and recommended purchasing a wireless router (MX4500).

Troubleshooting Steps
  • Collected model and serial number from the customer.
  • Identified the router as a legacy wired-only device with no Wi-Fi capability.
  • Advised the customer to replace the unit with a wireless router/mesh system (MX series).
Key Observations
  • Agent accurately diagnosed the EFSR41 as a wired-only legacy router with no Wi-Fi capability.
  • Customer was unaware of the device's limitations, indicating a knowledge gap.
  • No warranty verification, case creation, or customer contact details were collected.
  • Serial number collection required repetition due to audio issues and minor agent confusion.
  • Agent provided a clear, technically sound recommendation for replacement.
Positive Highlights
  • Accurate technical identification of EFSR41 as a wired-only router with no wireless capability.
  • Correctly advised customer to upgrade to a modern wireless router (MX4500) for Wi-Fi support.
  • Efficient call flow with no unnecessary loops or resets.
  • Provided a clear and actionable next step despite device limitations.
Agent Errors / Gaps
  • Did not verify warranty status or discuss support eligibility despite troubleshooting a hardware limitation.
  • Did not create or reference a HappyFox case number, violating case management protocol.
  • Repeated request for serial number at [05:00] due to poor listening/ASR handling, causing minor customer friction.
  • Failed to confirm customer contact information or document the interaction properly.
  • Missed opportunity to send follow-up email with product comparison or KB article for self-help.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent correctly identified the BEFSR41 as a wired-only router with no Wi-Fi capability and informed the customer, resolving the core question.
R2 Met Diagnostic thoroughness conf 97%
Agent asked for and used the model and serial number to accurately determine the hardware limitation, which constitutes appropriate troubleshooting for a capability inquiry.
R3 Met Correct resolution path conf 96%
Agent selected the correct path by explaining the product limitation and suggesting a suitable wireless replacement, aligning with support policy for out-of-scope hardware.
Technical Accuracy
T1 Met Technically accurate info conf 98%
Agent identified the symptom (no visible Wi-Fi network), gathered model/serial, and logically concluded the router lacks wireless functionality.
T2 Met Appropriate tools / resources used conf 95%
No tools beyond product knowledge were needed; agent correctly relied on KB-backed information to resolve a hardware capability question.
T3 Met No misinformation conf 99%
Agent accurately stated that the BEFSR41 is a legacy wired broadband router without wireless capability, consistent with Linksys documentation.
Communication
C1 Met Clear & professional language conf 96%
Agent opened the call, gathered necessary info, explained the issue clearly, offered a solution path, and closed professionally.
C2 Met Confirmed understanding conf 95%
Agent used plain language, avoided technical jargon, and adapted explanations to the customer’s level of understanding.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent took full ownership, did not transfer, and resolved the inquiry within the interaction.
O2 Met Proactive follow-through conf 94%
Agent provided a clear next step: purchase a wireless Linksys router such as an MX series model.
O3 Not Applicable Closure confirmation conf 100%
This was a first contact with no prior history or handoff; continuity not required.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
No escalation was warranted or performed; agent correctly resolved a straightforward hardware capability question at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was needed, making execution of escalation not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent was polite but did not explicitly acknowledge the customer’s frustration or inconvenience regarding the missing Wi-Fi functionality.
X2 Met Tone & rapport conf 95%
Agent matched the customer’s conversational pace, used accessible language, and maintained engagement throughout.
X3 Met Overall experience conf 96%
Agent minimized customer effort by not requiring unnecessary steps or repetition and provided direct, actionable information.
Call Transcript11 turns · 11 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. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [music]
00:00
Speaker 1
Hi, I'm reaching out in regards to my router.
03:00
Speaker 2
thank you for calling links this is Epi how can I help you?
03:00
Speaker 1
I have a router with uh so with Spectrum. I have their modem and then I have your guys's router. Um on the router I'm seeing green for the power as well as the internet. But I cannot, there isn't like a Wi-Fi um name or password that I can use to get on my computer. Um so I wanted to see uh if you guys can help me out with that. Yeah, so on the router itself, I'm looking for it on the back, I'm seeing like the serial number and the MAC, but I'm not seeing a Wi-Fi name or what the password would be. Yes, the model number is a second here is SR 41 variant.
04:00
Speaker 2
Yes? Okay. Okay. Okay. So, you're not seeing your network, your wireless network, even using your Linksys router. Okay. Okay, can I have the model number and the serial number of your Linksys router, please?
04:00
Speaker 1
is 4.2, and then the serial number is C 217 1g 5, 2, 6, 4, 2, 3. Yes, C 217 1g 526423. Yes, that's correct. 1g 526423. Yes. And then you got the model number, correct? [silence]
05:00
Speaker 2
all right I'm sorry I'm can I have cuz you're cutting out there can I have the uh serial number again 2171 G. Okay so the first letter is C C two one seven one G five two six four two three okay [silence]
05:00
Speaker 1
Yeah, BEFSR41. Okay. Okay. So for a wire then I would just need, Okay. So I would need like a cable and then the cable connects to the computer, right? okay. Okay, per. okay. Um, is there another one that you guys have that I can get at like a ...
06:00
Speaker 2
Okay. Okay, yes, so this is the EFSR, right? 41, OK. yeah, the reason why, sir, you're unable to see the Wi-Fi settings of this router, because this is a wired broadband router, sir. So, it doesn't have the wireless capability. And this is one of our legacy routers. It's a it's really an old model. So, it's a it's a 4/10 100 Ethernet switch and it's a wired broadband router. So, it will only allow you to connect wired Internet cable. Yes. Yes, that's correct.
06:00
Speaker 1
Is there any cheap ones that will that are not wired. Okay. Okay. Perfect. Okay, I'll go go ahead and go order that then. Okay, thank you for letting me know about that though. No, that's all. Thank you. [silence]
07:00
Speaker 2
Yeah, you can actually search for Linksys wireless routers. Yeah, so what we have right now is a mesh router. You can all-- you can take a look at the MX uh routers. MX series. MX uh 4500. Okay, not a problem sir. So, would there be anything else? Okay. Thank you so much for your time. For more information, please visit our site support.linksys.com. This is Emmy again from Linksys. Thank you for calling. Have a great day. Have a great night. Take care.
07:00