V2 Rubric Detail — 802af562-5f73-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 17:41
Duration
15m 1s
Contact
Robert Rivera
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00132079
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6700_SSID not broadcasting
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall87.2% (+31.2)

V2 Grader Summary

The agent conducted appropriate troubleshooting and provided a clear next step via email, demonstrating ownership and communication control. However, the resolution was not confirmed, and the reset instruction (30 seconds) deviated from KB guidance (10–20 seconds or LED cue), reducing technical accuracy. The outcome is a partial resolution due to unverified success and a minor technical inaccuracy.

V1 Case Analysis

Customer reported EA6700 SSID not appearing after power loss; provided name, email, partial serial; advised power-cycle and 30-second factory reset; sent follow-up email with reset/setup steps; no confirmation of fix.

Troubleshooting Steps
  • Advised power-cycle and wait 3 minutes
  • Suggested factory reset (hold reset button ~30 seconds)
  • Provided email with step-by-step reset/setup instructions
Key Observations
  • Agent advised holding reset button for 30 seconds (KB standard is 10 seconds) [14:00].
  • Incorrectly claimed EA6700 is no longer supported, which is not accurate per current Linksys policy [11:00–12:00].
  • No verification that Wi-Fi SSID reappeared after reset steps.
  • Warranty status was not discussed despite device age and support eligibility implications.
  • Collected partial serial but did not confirm full serial or use it for warranty lookup.
  • 3-minute hold with no active troubleshooting or engagement [05:00–07:00].
Positive Highlights
  • Collected customer's name, email, callback number, and partial serial number [02:00–03:00].
  • Provided clear, step-by-step instructions for power-cycling and resetting.
  • Offered to send a follow-up email with detailed reset guidance [12:00–14:00].
  • Maintained polite and professional tone throughout the call.
Agent Errors / Gaps
  • Incorrect factory-reset duration (30 seconds instead of 10 seconds) [14:00].
  • Falsely stated that EA6700 is no longer supported [11:00–12:00].
  • Failed to verify outcome of troubleshooting steps.
  • Did not inquire about or document warranty status.
  • Allowed 3-minute silence without active troubleshooting or explanation [05:00–07:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 97%
Agent initiated a resolution path (factory reset) and promised email instructions, but did not confirm whether the Wi-Fi SSID reappeared or the issue was resolved.
R2 Met Diagnostic thoroughness conf 98%
Agent guided customer through a power cycle (unplug for 3 minutes) and initiated a factory reset procedure, which are relevant diagnostic steps for a router not broadcasting SSID.
R3 Met Correct resolution path conf 96%
Agent correctly identified the EA6700 as end-of-life, explained limited support, and offered appropriate paths: reset for best-effort troubleshooting or replacement.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (SSID not broadcasting), asked about recent changes (unplugged), and pursued logical steps (power cycle, reset) based on root cause likelihood.
T2 Met Appropriate tools / resources used conf 94%
No advanced tools (remote access, logs) were available or necessary; issue was addressed with on-device actions and email follow-up, which was appropriate.
T3 Partially Met No misinformation conf 93%
Agent correctly stated EA6700 is EOL, but instructed to hold reset for 30 seconds—contradicting KB's 10–20 seconds or LED flash-off cue, risking incomplete reset.
Communication
C1 Met Clear & professional language conf 95%
Agent set a timer, maintained structure, managed silence, and transitioned smoothly between troubleshooting and next steps.
C2 Met Confirmed understanding conf 96%
Agent used simple language, repeated email for accuracy, and adapted to customer’s fragmented speech without confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case, created a ticket, committed to sending instructions, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 96%
Agent specified next step (email with reset/setup guide) and timeline (check within 3 minutes after call), which is clear and realistic.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted—issue was within agent’s scope (EOL troubleshooting).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent was polite but did not acknowledge customer frustration or inconvenience; minimal empathy shown beyond basic courtesy.
X2 Met Tone & rapport conf 95%
Agent adjusted pace, repeated key details, and maintained engagement despite customer’s language barriers and tangents.
X3 Met Overall experience conf 96%
Agent collected email early, avoided repetition, and reduced future effort by sending written instructions.
Call Transcript18 turns · 22 lines
Speaker 1
Cancel that. That's what it is. Nightingale want to We've got a we've got painting What's the new one I just found? The modem Which one? The modem? Um, yes. I need to see, um, my my box. My Wi-Fi's not working. [silence]
00:00
Speaker 2
welcome to Lynx 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.lynx.com. Please have your device serial number ready. For assistance, press one now. 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 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 Lynx. This is Elle. How can I help you?
00:00
Speaker 1
Like, um, like it's not even showing up as an option to get Wi-Fi like the name is Lynskis is not popping up. See if I can get one second. Okay. Um, um, um, um, The serial number is um, 137106, uh, 076, um, seven, uh, eight, uh, 269, uh, uh, 0223, 0784.
01:00
Speaker 2
When you mean when Wi-Fi not working, like you don't have any internet connection when you're connected to your Wi-Fi or you can't connect to the Wi-Fi? Oh, okay. All right. Um, can I have the serial number? Let me double check. [silence]
01:00
Speaker 1
two, four, six, four. It is... Yeah, hold on one second. So it is E-A-6700 spectrum. But I already called them, yeah. Mm-hmm. I love Maya. That's M-I-A-H. [silence]
02:00
Speaker 2
Thank you so much. And may I know what's the model number for this one? Do you have the model number? Thank you so much. And who is your internet service provider? Okay. Okay. Right. Let me create a case ticket first. I believe it's your first time calling Linksys, right? Okay. Can I have a ma'am an email?
02:00
Speaker 1
10 at icloud.com. a H. And then the number 10. Icloud.com. It's going to be um, uh, Robert Rivera. Yeah, R-I-V-E-R-A. Mhm. Uh-huh.
03:00
Speaker 2
sorry, I love Maya. What's Maya again? Ma'am, sorry. M I A H. Okay. At. Okay. And first name and last name. Robert. Okay. And sorry, Rivera, right? Okay. And this is the best callback number in case the call gets disconnected. The one that ends in 1 0 9 9. Okay. So, what happened prior to... You notice that the Wi-Fi name is not?
03:00
Speaker 1
All that happened was that I had accidentally, I unplugged it. I unplugged it trying to plug up a charger, and I unplugged the box, and then when I plugged it back in, it's not working. Like, the lights show up on the box, but the in it don't, the Wi-Fi don't come up as the option anymore. Okay. Okay, gotcha. Hold on one second. Okay. I'm fine.
04:00
Speaker 2
broadcasting or not showing on the list? Mm hmm. Okay. Um, maybe we can try to can you try to unplug it again? So let's do a hardware check first so let's unplug that one let me know once you unplug it. Okay, so let me set a timer for three minutes and then I will let You know when to turn it back on, okay? Okay. Okay. While we're waiting, ma'am, I'll just create a case ticket here for record purposes. If you need to do something else while we're waiting, you can take your time, okay? I'll just let you know if it's three minutes already. You're welcome. Are you there? Yes. I can hear you. Hello, ma'am. Hi, ma'am. So, it's already three minutes. You can plug in back your Linksys router now.
04:00
Speaker 1
Pero, dest Forschungsverbund, ja? [silence] [Silence] Unpakt. [silence]
08:00
Speaker 2
and then give it like ma'am another two to three minutes. If you think that the Linksys router is stable, then you can check the Wi-Fi list of your phone or if you have other device that is wireless capable, check if you can see the Wi-Fi name.
08:00
Speaker 1
This is a nice phone call you can you look in you all this you go on with the most use for this but it little simple hold on week forget my dad father ones so that I can show you this or no you got a monster this.
09:00
Speaker 2
[silence] have it full factory reset where you actually need to press and hold the reset button of the device to remove everything. So, however, um for this one, once we reset the router, everything that is configured and the linksys router will be removed or deleted. So it will revert back to its default Wi - Fi name and password and hopefully, um the SSID will or the Wi - Fi name will show up. However, it will show up as default. And then if in case that it will show up as default, then you need to set it up for you to connect back to spectrum. However, um just to set your expectation, ma'am, the EA6700 actually um that is actually our first generation routers where we no longer supporting the unit. The reason for that is because the EA6700 is actually using an old Wi - Fi technology, um And more likely what happened when you actually unplugged it. Usually, for this type of routers, if there's any internet disruption or internet disconnection or power outages, due to its old firmware, it will actually sometimes break the inside of the router. That sometimes causes inability to show the SSID or internet disconnection or slow internet connection. Because since August of last year, Spectrum actually upgraded their system in order to cope up with the newer Wi-Fi technology. And it's not just Spectrum. Most of the internet service providers along the US. So what we can only do on this one is that I can send you an email step by step that you can follow to reset and then reconfigure it. However, if it's still not the same, then more likely, there's already a hardware issue for the router.
10:00
Speaker 1
Okay, I would have to order that through you guys, or I can get it at a store or? Okey dokey. Okay, okay, so then I can, I'll try the hard set first. Um, I mean, that's right there you said I'm gonna then. Okay. Okay. Alrighty, but how long do I hold the the button for?
13:00
Speaker 2
A unit, so you might consider getting a new one which a newer router which has a newer Wi-Fi technology as well. Okay. For now, we don't do direct sales on our end, so you can actually purchase Linksys router through Amazon or other retail stores like Best Buy, Walmart, Costco, Target or any electronic stores. Oh, okay. All right, now Yeah, reset and then reconfigure, but no worries, I'm going to I'm going to personalize it, I'll do it step by step so it will be easier for you to try to reset and then after you set it up, I'll send it to your email. Okay.
13:00
Speaker 1
Sure. Mhm. Okie dokie. Thank you.
14:00
Speaker 2
Um, usually when once you start holding the reset button, press and hold it for at least 30 seconds. After 30 seconds, you may let go of the reset button and then give it like 2 to 3 minutes to recover after reset. But I'll include it to the email so you'll have reference on how you will properly reset it. And then let me just repeat the email just to make sure, ma'am. That is ilmah10@icloud.com. Okay. All right. Give me 3 minutes after this phone call and then check your email after 3 minutes. So you can follow the step-by-step on how you can set it up if reset works, where it will allow you to show the default Wi-Fi name again. Okay. You're welcome. Thank you as well, ma'am, for taking the time calling Linksys. You have a great day there. Take care. [silence]
14:00