V2 Rubric Detail — 8478107c-642e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 18:10
Duration
12m 51s
Contact
Florence Bennett
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132810
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: iPhone 16 cannot to WIFI

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall3.8% (-24.2)

V2 Grader Summary

The agent failed to conduct proper troubleshooting, provided factually incorrect information about router support, and abdicated ownership by blaming the customer's phone without evidence. No meaningful resolution path was offered, and the call ended with the issue unresolved despite clear opportunities for best-effort support. This represents a systemic failure across technical, procedural, and experiential dimensions.

V1 Case Analysis

Customer reported iPhone unable to connect to Wi-Fi (password incorrect); other devices connect fine. Agent verified EA7500V3, serial 18L30M27A0148, incorrectly stated device is no longer supported by Linksys. No troubleshooting performed. Issue unresolved.

Troubleshooting Steps
  • Collected router serial and model numbers
  • Incorrectly stated the router is no longer supported by Linksys and receives no firmware updates
  • Suggested using the default Wi-Fi password printed on the router
Key Observations
  • Agent provided materially false information: EA7500V3 is still supported and receives firmware updates per Linksys KB.
  • No standard Wi-Fi troubleshooting steps were performed (e.g., forget network, reset iPhone network settings, verify router Wi-Fi password via admin interface).
  • Agent did not offer a clear paid-support path or confirm customer interest in proceeding.
  • Call ended without a structured next step, escalation, or follow-up, leaving the customer with no actionable path from Linksys.
Positive Highlights
  • Correctly collected the model number (EA7500V3) and serial number (18L30M27A0148).
  • Confirmed the issue was isolated to a single device (iPhone) while other devices worked, demonstrating basic problem understanding.
Agent Errors / Gaps
  • Provided materially false information: claimed the EA7500V3 is no longer supported and receives no firmware updates (transcript [08:00]), contradicting KB guidance.
  • Failed to perform basic Wi-Fi troubleshooting for single-device connectivity issues, including forgetting the network and resetting iPhone network settings.
  • Did not verify the current Wi-Fi password via the router admin interface or guide the customer to confirm it matches the sticker.
  • Did not offer a clear paid-support option with consent; merely mentioned $15 fee without explaining scope or next steps.
  • Abandoned troubleshooting after incorrect warranty/support claim, offering no valid escalation or callback path.
  • Gave ambiguous advice at [11:00] to 'try connecting to a different network' without clarifying how that helps diagnose the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the iPhone Wi-Fi connection issue and offered no actionable solution, only speculation.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped systematic troubleshooting (e.g., checking password entry, router settings, band compatibility) and jumped to blaming the phone.
R3 Not Met Correct resolution path conf 98%
Agent incorrectly stated the EA7500V3 is unsupported and refused help due to age, violating OOW best-effort standard requiring troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent identified symptom but asked no diagnostic questions (e.g., case sensitivity, hidden SSID, MAC filtering) to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., router login, recovery key, firmware check) despite their relevance for diagnosing Wi-Fi issues.
T3 Not Met No misinformation conf 97%
Agent claimed 'no support for this router anymore' and 'firmware updates cannot be updated' — false per KB, which confirms ongoing support and auto-updates for EA series.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations, lost control of the call, and responded vaguely ('really weird', 'not too sure') without structure.
C2 Partially Met Confirmed understanding conf 90%
Agent used plain language but failed to adapt to customer frustration or confirm understanding of key steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disclaimed ownership ('might be the phone'), offered no follow-through, and did not attempt resolution despite customer effort.
O2 Not Met Proactive follow-through conf 95%
No clear next steps were given; suggestion to 'try a different network' was vague and unactionable in context.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history — no continuity to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent should have escalated to L2 after minimal troubleshooting, but instead dismissed the case due to outdated model.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed minimal empathy, used dismissive language ('really hard to tell'), and failed to acknowledge repeated customer effort.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pace to customer’s expressed frustration and allowed disengagement without reconnection.
X3 Not Met Overall experience conf 96%
Customer must manually reconnect via laptop — agent introduced no efficiency or workaround to reduce this recurring effort.
Call Transcript23 turns · 24 lines
Speaker 2
welcome to links to 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 lainksis.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'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. My name is Mr. Gerald. Can I help?
00:00
Speaker 1
My name is Florence Bennett and I'm having a problem with my Linksys um password not being recognized when I try to uh add back my home Wi-Fi. So I don't know if you can help me. I've already tried to reset everything but if I leave the house whether I go to tavila or not when I come back I have to come back to my laptop and recognize my Wi-Fi to my phone there. Anytime I try to type it in on my phone it says incorrect password and it shouldn't be. I mean it's the password I've had and the one that you give me or gave me when I reset it up. So I don't know if my product's out of warranty or what the problem is but I need some help. Uh,
01:00
Speaker 2
Got it. I understand. Can you give me the serial number and model number of the gear?
01:00
Speaker 1
Okay the serial number on the back is S/N 18L30M27A0148. The model number is hang on. I had it right here in front of me. Oh here it is. Here it is. It says EA7500V3. [silence]
02:00
Speaker 2
All right, end the model number. [silence] At the bottom of the unit. [silence] Yeah. [silence] Got it. [silence]
02:00
Speaker 1
My first name is Florence, last name is Bennett. B E N N E T T. B as In boy, E N N. E, sure Tom. T, as in Tom, Bennett.
03:00
Speaker 2
what is your first name again and last name the spelling? so b-e-n-n-e-t what was that? all right. and the spelling of your first name. how do you spell it?
03:00
Speaker 1
L O-R-E-N-C-E Florence, probably was this was the S-E Bennett, 943 at ATT dot net. A-t-t dot net. I went online and followed the instructions to reset it to www dot
04:00
Speaker 2
9,403 Op. Okay, what is your internet provider? you mentioned that you reset the router. How did you reset the router?
04:00
Speaker 1
I just did that two days ago. Yes, they are connected. I'm not having the problem on my laptop. It's with my iPhone. If I leave the house with my phone, which I have not done today yet, and come back, in order to get Wi-Fi again, I try to just select my Wi-Fi. But it says the password is incorrect. And it's not. So then I have to bring my phone to my laptop and try to let it recognize it there, which it does most of the time. But I should not have to go through that. It should reset as soon as I walk in the door. [silence]
05:00
Speaker 2
So none of your devices are connected to the Wi-Fi right now. Correct?
05:00
Speaker 1
right and this is a his mm-hmm this is an iPhone 16 and I followed the instructions through my control center and everything I've done there is correct. It's just it won't recognize that password.
06:00
Speaker 2
Alright. To confirm, other devices are working fine, it's just your iPhone not connecting to wi-fi, right? Or it keeps disconnecting to wi-fi. Hmm. That's weird though. So, if you're saying that that's the correct password and it's not letting you letting your iPhone connect to wi-fi, that's really really especially your devices are working fine, connect connected to wi-fi. So, it might need to reset and reconfigure the routers that.
06:00
Speaker 1
[silence] Well, I did that and it gives me that same password. You know, I went through that and everything was correct. But as soon as I enter that password, if I click on, in my case, Linksys, 01248, 2.4 gigabytes and enter the password, it says, password is not correct. What do you mean at the bottom of the internet? I'm using the one that that I was given, [silence] that's the one that's on there. Yes, sir.
07:00
Speaker 2
if you look at the bottom of your router, you will find a sticker with a password on it. And generally, it will be the default password. So maybe use the HDMI [silence] use that password for any of any issues that you may be having and that might help you.
07:00
Speaker 1
Yeah. I mean, but is it the router or is it my phone? Right.
08:00
Speaker 2
really weird there. So, um, let me check if we oh, okay. There we go. So I got the result of the serial number right here, based on a serial number that you provided. showing that your router unfortunately, is out of warranty. For out of warranty devices, we charge $15 to assist. But that's not the uh, the real problem. The real problem is that unfortunately, there's no support for this router anymore. It ended 2025. We no longer support this model number. And firmware updates cannot be updated. So there will be no future updates. Hmm? It's gonna be hard to tell because, if I, if, well, as a technician, I would say it's the phone because the router is working fine. You all your devices connected. So it might be the settings of your phone. I'm not too sure.
08:00
Speaker 1
Well, yeah, me too, because I had an Android phone before this one and it worked fine. And this one worked fine the first couple of weeks, then all of a sudden I start coming in, coming home and it, it won't connect to Wi-Fi. by saying the password's incorrect and then I have to go to my laptop, bring my phone and it connects through my laptop. So anyway, I mean, I guess I'll try to figure it out through my iPhone because as you said, my laptop and my TV, I mean, they're fine. I have no problem connecting to Wi-Fi with them. Yes, I did that.
09:00
Speaker 2
Well, that I'm not really sure. Is this my price i'm hearing that it does not work the bathroom that use ofAll right. All right. and i don't see any problem with the router if that's the case, but you, even tried to reset reconfigure the router still the same. Right, if that's really the case. I would say it's the phone, but maybe it's the louder, really hard to tell.
09:00
Speaker 1
[silence] that up. So, but anyway, I appreciate your free help anyway. I thank you for that. And I'll try to to figure it out through my phone and if not, I guess I'll be trying to buy a new router. Although I don't know why it's working perfectly fine with my TV and laptop. So, Okay. Um, I'd have to do that like at my son's house or something because my Wi-Fi is all the same here where I am. So, Yeah. Got it. Okay. I can try that uh the next time I'm there if I can't figure it out through my phone. I'll just start Sending um Apple support some questions and see if they can help me.
11:00
Speaker 2
Well, I mean, it's best to upgrade your router, but how about you try connecting that to a different, a different network, like a different Wi-Fi and that connects. Maybe, maybe it's your router. So yeah. Hmm, yeah, yeah, better.
11:00
Speaker 1
If they can't then, I mean, I just don't know why my router would just single out the phone and not the other devices. Even my tablets, they're all on Wi-Fi and they're fine, so Yeah, okay. Well, I guess we've narrowed it down to nothing. Thank you so much for trying to help me. I really appreciate that. I like this router and if I do have to Ryan, I expect I'll go with the most updated one you have. No, thank you so much. I appreciate it. [silence]
12:00
Speaker 2
Go, go.
12:00