V2 Rubric Detail — 7bfb6c40-767c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 01:14
Duration
7m 8s
Contact
Trudy Bulger
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135731
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7450_wants to disable the wifi on the router

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall20.6% (-35.4)

V2 Grader Summary

The agent never disabled the Wi-Fi and offered only out-of-warranty paid support without performing any troubleshooting. No tools were used, diagnostic questioning was absent, and ownership, next-step planning, and empathy were lacking, resulting in an unresolved issue.

V1 Case Analysis

Customer (Trudy Bulger) requested to turn off Wi-Fi on EA7450 router. Agent collected model/serial, confirmed out-of-warranty status, and offered paid support without providing free steps. No resolution achieved; customer declined and hung up.

Troubleshooting Steps
  • Collected model number (EA7450) and serial number.
  • Verified out-of-warranty status.
Key Observations
  • Agent never provided the standard free steps to disable Wi-Fi via the router’s web interface.
  • Paid-support option was offered before confirming the issue could be resolved at no charge.
  • Communication was fragmented, with repeated mis-pronunciations of the customer's name and unnecessary filler.
Positive Highlights
  • Collected essential device information (model, serial, phone number).
Agent Errors / Gaps
  • Did not attempt any troubleshooting to disable Wi-Fi.
  • Prematurely pushed paid-connect service without confirming a free solution.
  • Repeatedly mis-spelled the customer's name and provided unclear confirmations.
  • Failed to set a clear next-step or callback arrangement after the customer declined.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never disabled Wi-Fi or achieved any resolution; only offered paid support options.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed before presenting paid-service options.
R3 Not Met Correct resolution path conf 95%
Agent correctly identified OOW status but failed to provide best-effort troubleshooting (e.g., guiding to disable Wi-Fi via admin interface), instead immediately defaulting to paid service.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions asked about current Wi-Fi settings, admin login, or access method; skipped root cause identification.
T2 Not Met Appropriate tools / resources used conf 96%
Did not use or suggest using the router admin interface (http://192.168.1.1 or http://myrouter.local) to disable Wi-Fi — a basic available tool per KB.
T3 Met No misinformation conf 94%
Accurately described OOW support options, AI tool location (support.linksys.com), and paid service cost ($15).
Communication
C1 Partially Met Clear & professional language conf 85%
Collected serial and phone info but did not set a clear agenda or guide the customer through any steps.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but did not confirm the customer's understanding or adapt to the expressed urgency.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of disabling Wi-Fi; immediately shifted to paid-service options.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps or realistic timeline were given for turning off Wi-Fi.
O3 Not Applicable Closure confirmation conf 100%
First-time contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to evaluate.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Limited empathy; repeated customer's name incorrectly and did not acknowledge the customer's hurry.
X2 Partially Met Tone & rapport conf 85%
Did not adjust tone or pace despite the customer's urgency; remained scripted.
X3 Not Met Overall experience conf 90%
Customer had to repeat information multiple times; agent added friction by not attempting a solution.
Call Transcript15 turns · 15 lines
Speaker 2
Welcome to Linskis 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 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. [silence]
00:00
Speaker 1
speaker0: Hi, Carla. Um, I need some help turning off my Wi-Fi. Okay. i just [ silence ] yeah, I just want to I just want to ( hold on a minute.
01:00
Speaker 2
Thank you for calling Lens this is Coral. I'll be helping you. I'd like to completely, completely turn it off, like you'll only use the, mm-hmm. Okay.
01:00
Speaker 1
One thing just broke. Shoot. Oh! Gotta be kidding me. Yeah, I just want to use the cord. Okay? So I already have the cord plugged in. Okay? Can I give you the serial number? I gotta move quickly. I'm at work. Can you please help me? Yeah. Dot number is E-A745032Y10M24A00401.
02:00
Speaker 2
okay. okay. can i have the model number and serial number of your in scans device? okay, how about the serial number? [silence] okay, that is 32593.
02:00
Speaker 1
[silence] yes [silence] yes, correct. [silence] 330-284-8332. [silence] Do you really need that? I I just need you to help me turn off the Wi-Fi. Okay, this [silence] yeah, it's Trudy. T R U D Y. [silence] Bulger B U L G E R. This is all set up, [silence] and now none of my passwords are working. So I can change it and turn the Wi-Fi off. I want this Wi-Fi turned off and I just want to use the router cord.
03:00
Speaker 2
[silence] for yellow and then 10M for Mary and that is two four A for Apple 00401 and again the model number is an EA 7450 correct? Okay. Ma'am can I have also your phone number to create a record? Mhm. How about your first name and last name? Um, yes ma'am. Okay. Mhm.
03:00
Speaker 1
I just want to use the ethernet cord that I already have that's already set up. So I don't want to I don't want to shut off anything else except the Wi-Fi. Okay? Do you understand? No, it's TRUY bulger. Okay, I'm in a hurry. I'm sorry. Can you please look at this up and help me turn this off?
04:00
Speaker 2
Okay. Okay. All right. Okay. Um, yes, ma'am. By the way, your name again is true T-R-U-D-Y and your last name is spelled s. B ag, B-R-A-G-g-A-G. Okay. MA T-R-U-D-Y Sag%), okay. Okay. So, ma'am, before we, um, start uh with any troubleshooting to disable the Wi-Fi connection of your router, um, let me just inform you about the status of your router. It shows it here on our record that your router the EA7 450 is already out of warranty and [silence]
04:00
Speaker 1
It's not defective.
05:00
Speaker 2
Complimentary phone support is no longer available, okay, but we do have different options on how to proceed with an out of warranty Linksys device. Our first option is, you can take full advantage of our AI tool that can be found in our website that is support.linksys.com. And our second option is, okay, this is our one-time nonrefundable technical support. This is our paid connect service and that will cost you $15. And the trouble shooting will last up to 60 minutes. And in any case we found out device is defective, there will be no refund or replacement. So which options would you like to proceed, ma'am? This is regular plan. Yes, ma'am. Okay.
05:00
Speaker 1
Can you send me a PayPal link or not? Okay. Yeah, I'd really rather do by PayPal. Okay, what do you- No, that's not how I want to do it. You should be able to send me a PayPal link, or email me a PayPal link.
06:00
Speaker 2
But since it's already, um, team memem, the only way that we could proceed is through our paid connect service, or you may try to take advantage of our AI tool on our website. If you want to avail our paid connect you, Memma, our transaction is not through email or through PayPal link. Okay? We're going, to process it over the phone. Sorry, to process this one is two, um, through PayPal. okay, but we're going to process it over the phone.
06:00
Speaker 1
All right, I gotta go. I'll call back. I'll call back, thank you no.
07:00
Speaker 2
Or if you want to, ma'am, um I can um okay.
07:00