V2 Rubric Detail — 84e9b8dc-6a67-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 16:13
Duration
12m 48s
Contact
Sepand Bastani
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133774
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: disable guest Wi-Fi

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.94/5
Technical4.06/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall31.8% (+11.8)

V2 Grader Summary

The agent failed to resolve the issue or provide actionable steps to disable guest Wi-Fi, defaulted to paid support without attempting best-effort troubleshooting, and communicated poorly. Despite accurate technical facts (T3, T2), no meaningful progress was made, resulting in an unresolved case with poor customer experience.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide steps to disable guest Wi-Fi; only offered paid support and directed customer to self-service.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified the correct path (web UI at 192.168.1.1) and explained app incompatibility, but did not guide through actual troubleshooting steps to disable guest Wi-Fi.
R3 Not Met Correct resolution path conf 90%
Agent defaulted to paid support without attempting best-effort free troubleshooting for an out-of-warranty device, violating OOW standard which requires meaningful help even if no warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent correctly identified that EA8300 requires web UI access and is not app-supported, but failed to ask key diagnostic questions (e.g., whether customer tried local access, login success).
T2 Met Appropriate tools / resources used conf 95%
Agent correctly referenced the web UI (192.168.1.1) as the appropriate tool for EA8300 configuration, which aligns with KB guidance for this model.
T3 Met No misinformation conf 95%
Agent accurately stated that EA8300 is not supported by the Linksys app, must use web UI, and that warranty expired in 2019 — all factually correct per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but used fragmented language and failed to set clear expectations about next steps beyond mentioning an email.
C2 Not Met Confirmed understanding conf 90%
Agent used unclear phrasing (e.g., 'delete the um-hm', 'hotter') and did not adapt explanation to customer’s level or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent immediately pivoted to paid support instead of attempting resolution, showing lack of ownership over the customer’s issue.
O2 Partially Met Proactive follow-through conf 80%
Agent mentioned sending troubleshooting steps via email but gave no timeline or confirmation when it would arrive.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history; this was the first interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer frustration or express empathy; remained transactional throughout.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt tone or pacing; continued with scripted, confusing responses despite customer confusion.
X3 Not Met Overall experience conf 90%
Agent increased customer effort by requiring payment for basic guidance and directing them to find solutions online.
Call Transcript25 turns · 25 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 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.
00:00
Speaker 1
I was having some troubles connecting my uh routers uh let me track the serial number is 21 P 10 D 69 72 51 82 mm
01:00
Speaker 2
Thank you for calling Linksys. This is Ice. How can I help you? you see? I'm sorry to hear about that, sir. May I know the serial number of your Linksys router? the serial number of your Linksys router is 21 P for Peter 1 0 C for Charlie.
01:00
Speaker 1
Yeah. 6- 9. Mm-hmm. Yes. Yeah. My name is Sepand. S-E-P-A-N-D. S-E, as in elephant.
02:00
Speaker 2
5-9-72-6-9-72 five one eight two. So, your Linksys router is model EA8300, and this is the only Linksys product you have, right? Right, Cruz first our record for you, sir. May I have your name? surpat inspire
02:00
Speaker 1
Yes. Bas n boy a-s-t-a-n-i [silence] yes.
03:00
Speaker 2
Alright, fit Pun, what about your last name? Is that correct? All right, fitpan Bastian. Thank you. May I know your email address fitpan S-B-K-L-I-B-P-at-mez.com.
03:00
Speaker 1
Is Astound RCN or RCN. It's one of those two. Astound yeah. [silence] It's Astound A [inaudible] [silence] No I think that's the cable.
04:00
Speaker 2
myl.com. [silence] And who's your internet service provider? Asott standing. So you're not sure if it's a stand or RCN. Yeah. So it's not RCN. Okay. I see. So,
04:00
Speaker 1
No, it's connected, it works, but the previous owner, I have, I have no access to editing anything. I can't set this up with my own account since this was previously linked with someone else's account. yes, I was able to change the Wi-Fi name and password. Put to my account.
05:00
Speaker 2
All right. Um, thank you. Um, you said that you had a problem with your router. Uh, is it, uh, disconnected, plural, or is it um-hm? I see. So, you want to set it up again. I see. So, you were able to change the Wi-Fi name and password. But you want to, uh, delete the um-hm.
05:00
Speaker 1
So I am on the app. Since I want to remove the guest Wi-Fi, I can't I can't edit any of that. I can't add an existing router or mesh Wi-Fi system. [silence] Yes, I want to add it to my account but it says oops, something went wrong.
06:00
Speaker 2
Alright. So if it's uh, what do you mean uh, it's asking for your account sipan? Uh-huh. Uh, I don't quite understand the question, sipan? You want to add an existing Wi-Fi?
06:00
Speaker 1
and it says we cannot yes the Wi-Fi is working, but I can't edit anything on it. I don't have access to it. I have a guest Wi-Fi, I have a guest Wi-Fi which I want to delete. Yes. Pretty much yeah, yeah, that's the main thing. What was that? Sorry.
07:00
Speaker 2
You already said that it's working. You don't have access. I see. So you just wanted to disable the guest Wi-Fi on that hotter. What's that? All right. And you can delete it using the Linksys app. You cannot disable the guest Wi-Fi using the Linksys app.
07:00
Speaker 1
I can't access the app. That's why I called it says uh cannot find write found find router.
08:00
Speaker 2
You can add found or rather all. All right. Let me just confirm, Tifa. The app you're saying is the application software on your phone, the Linksys app. Okay. Now the reason why you cannot find your router on your Linksys app is because your router is model EA83
08:00
Speaker 1
Oh, so I'll see you on the website? So how do I edit? Okay, okay. So how do I remove or how edit the Wi-Fi so I can remove the - how do I edit - how do I remove the gas?
09:00
Speaker 2
And your router EA-8300 is not applicable or not supported by the Linksys app. You can only access your router's settings to the router's web user interface. And not to the app. Okay, um, yes, so to disable the guest Wi-Fi or turn it off, you just have to go to your router's web interface or your router's IP address which is 192.168.1.1. Now depending, uh your router is
09:00
Speaker 1
How much is that? Oh nothing. Nothing. Never mind. [silence]
10:00
Speaker 2
Apparently already out of warranty. Uh our system shows that its warranty status expired last 2019. So we no longer uh provide free technical assistance for this router as it's an old uh router from linksys. Um but if you want uh me to walk you through the steps on how to uh access the router's web ui and disable the guess Wi-Fi, you will have to pay for the paid conn tech service. Uh it's 15 US dollar. It's one-time non-refundable technical support that will uh only last for this uh session call session for 60 minutes. And I have to set an [silence]
10:00
Speaker 1
No, no, I thought it was free support. I'll try to find online then. That would
11:00
Speaker 2
S for Sam, B for boy, K for kite, L for Larry, I for ink, E for Peter, P for Peter, @gmail.com. That's correct. All right. Okay.
11:00
Speaker 1
Sounds good. Thank you you as well bye.
12:00
Speaker 2
pipan just uh wait for the troubleshooting steps guideline that i'll be sending to your email and while waiting for my email you can also go to our site support.linksys.com because we have an ai agent on that site or a linkage support bot assistant that you can use uh it can also provide you some guidance on how to disable uh disable your guest wi-fi okay all right thank you for calling linksys once again this is uh take care and have a great day chief bye
12:00