V2 Rubric Detail — 865d646a-5f6e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 17:06
Duration
13m 37s
Contact
Charles Bondhau
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00132069
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
—
Ticket subject: E5400_iPad cant connect to the internet

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.1% (+6.1)

V2 Grader Summary

The agent correctly deduced the issue was likely iPad-specific given other devices connected successfully and recommended appropriate actions: reset network settings or contact Apple. While no full confirmation of resolution was achieved, the guidance was technically sound and ownership was maintained. The interaction lacked empathy and optimal communication flow, but did not fail critically. The outcome is best classified as Partial Resolution due to logical troubleshooting and valid next steps provided.

V1 Case Analysis

iPad cannot connect to Wi-Fi; other devices work. Advised to forget network, reset iPad network settings, and contact Apple support.

Troubleshooting Steps
  • Confirmed other devices have internet access.
  • Asked for Wi-Fi name and checked router LED status (green).
  • Suggested forgetting the Wi-Fi network on the iPad.
  • Recommended resetting iPad network settings.
Key Observations
  • Agent did not capture the router model number.
  • Serial number was partially captured but not validated for format or accuracy (potential transcription error).
  • Issue isolated to one device; no evidence of router fault.
  • Agent correctly ruled out router issue based on multi-device connectivity.
  • No case number was created or referenced.
  • No verification step was provided after suggesting network reset.
Positive Highlights
  • Correctly identified the problem as device-specific by confirming other devices connect successfully [04:00].
  • Provided accurate troubleshooting advice: forgetting network and resetting network settings on iPad [12:00].
  • Recommended appropriate next step: contacting Apple support for device-level assistance [12:00].
  • Maintained polite and patient tone throughout the call.
Agent Errors / Gaps
  • Failed to collect product model number.
  • Did not validate serial number format (expected 14 characters; provided string may be malformed).
  • Did not create or reference a HappyFox case number.
  • Did not verify warranty status through lookup despite customer mentioning warranty.
  • Did not confirm whether SSID broadcast was enabled on the router.
  • Failed to provide a verification step after suggesting network reset.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent correctly identified the issue as likely device-specific and advised resetting network settings or contacting Apple, but did not confirm resolution or verify if the steps worked.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about Wi-Fi visibility and whether the customer tried forgetting the network, which are relevant steps; however, no router-side checks (e.g., reboot, LED status, admin UI) were performed despite uncertainty.
R3 Met Correct resolution path conf 90%
Agent correctly assessed that other devices connect successfully, indicating router functionality, and directed the customer to Apple support for a device under warranty — an appropriate path for a likely client-side issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the symptom (one iPad not connecting while others work) and asked about Wi-Fi name visibility, but did not probe OS version, signal strength, or DHCP assignment to narrow root cause.
T2 Met Appropriate tools / resources used conf 80%
No tools (remote access, admin dashboard) were necessary or feasible given the customer did not attempt router login; verbal troubleshooting was appropriate for this scenario.
T3 Met No misinformation conf 95%
Advice to reset network settings on iPad and contact Apple aligns with KB guidance when only one modern device fails to connect and others work fine.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent created a case ticket and maintained basic control, but failed to set expectations, manage transitions clearly, or summarize next steps; silences suggest poor pacing.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but repeated questions due to miscommunication; did not adapt delivery after customer confusion or confirm understanding of instructions.
Customer Ownership
O1 Met Ownership & empathy conf 85%
Agent owned the case throughout, created a case ticket, avoided unnecessary transfer, and provided actionable next steps without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 80%
Agent advised contacting Apple or resetting network settings, but did not specify timeline or offer follow-up, leaving customer without clear closure.
O3 Not Applicable Closure confirmation conf 100%
No prior interaction history is evident; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was isolated to a single client device with viable self-help path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained professional and courteous, but offered no empathetic acknowledgment of frustration or inconvenience; interaction was transactional but not dismissive.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a consistent pace but did not adjust tone or rephrase after customer struggled with serial/email entry; engagement was adequate but not adaptive.
X3 Partially Met Overall experience conf 80%
Customer repeated information (serial, email), but agent needed it for case creation; effort was reduced by avoiding complex router steps, though data collection could have been streamlined.
Call Transcript26 turns · 27 lines
Speaker 1
Yes, hi. I was checking on my router. I had internet issues per for five times and the last 10 days. Um, I was wondering I I checked with my internet service and [silence]
00:00
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 1 now. For out of warranty products, paid support may be available, depending on the issue. 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. Thank you for calling Linksys.
00:00
Speaker 1
They said that I went through the hoops and what not, just reinstall, and reboot, things. Um, and other devices that I have, have the internet connection and this one device I don't. So I was wondering if the router is good or not. Okay. No, that's not that's correct. Uh, well, it's an iPad that I purchased, uh, a month ago. Uh, serial number for the router. Okay.
01:00
Speaker 2
Okay, sir. You've mentioned that other devices are working with internet, but then one device has no internet connection? Okay. What device doesn't have the internet, sir? Hmm. Okay. What's your router, sir? Can you provide me the serial number? Yes, sir, for the router.
01:00
Speaker 1
Ah, let's see. It's uh, let's start with WPS. Is that it? Six five three nine dash seven six two six. Uh, there's a couple of numbers here. Oh. Okay. Okay, here we go. So that's a three uh slash dash Ian, three zero N as in Nancy. One zero M as in Mary. Two two three four five six seven two eight nine as David.
02:00
Speaker 2
Sorry, sir. Can you repeat that one again, sir? Usually, the serial number is labeled as serial or S slash N. It's 14 characters. [silence] Thank you. Let me just go on up here. And who is your Internet service provider, sir?
02:00
Speaker 1
I do the, what, to my iPad? Wifi. [silence] Uh, well, it's not registering wifi, it's not connected, is what I
03:00
Speaker 2
okay okay let me double check this one sir have you tried sir to forget the wifi name of your linksys router to your ipad um did you try sir to forget the wifi name yes so the i
03:00
Speaker 1
Yeah the one I always wanted to use is not connected to the Wi-Fi. But uh another another device that I used was was was connected. Now the one I was using did not. Does that's after I after my um uh tried to reboot uh uh they said nothing's wrong with my modem. So uh
04:00
Speaker 2
Okay, so one device that you've been using, that one is connected to the Wi-Fi and has internet connection, right? Okay. But... Okay, but with... but other of your devices, like phone, computers, or TV, they're connected to the Wi-Fi and has internet, right? You can use internet using other device connected to the Linksys router.
04:00
Speaker 1
Yeah, that's true. Let's see here. Email, yeah. is C, Bonchu at uh charter dot net. B as in boy, O-N-D as in David, S-H-U uh at charter dot net, yeah. [silence] Uh, Charles.
05:00
Speaker 2
And by the way, sir, let me create a case ticket first. For record purposes, can I have your sir and email? [silence] Can you spell after (?), sir, for me? [silence] @ charter.net. [silence] Okay. And firstname and Last name sir. [silence]
05:00
Speaker 1
Yeah, it's an it's an Apple iPad. Just got I'm at the settings. Hold on for a second. I get it.
06:00
Speaker 2
And what device sir? Doesn't have any internet. We only have one device that has an issue, right? Oh, can you try sir if it can um can you try if um that can connect to the Wi-Fi of your link? Yes. Can you go to the Wi-Fi settings? Okay.
06:00
Speaker 1
I'm at the settings now and Wi-Fi yeah it is Wi-Fi and it's not there. I'm on the Wi-Fi setting and the network is trying to look for a network.
07:00
Speaker 2
Okay, and then go to Wi-Fi, sir.
07:00
Speaker 1
Let's see here. This, uh, Charles Bond shoe. Yes. It's on the list, yeah. No, I don't have a list coming down because we don't have it. It's not connected. Uh, internet like and the other like were
08:00
Speaker 2
And what's the name, sir, of your Wi-Fi network? That's the Wi-Fi name. Okay. And then it's not on the list. It's on the list. Okay. Can you select that one, sir? Um, what's the LED lights, sir, on your Linksys router? What are the lights showing or lit up?
08:00
Speaker 1
Garrett Green. Yeah. There's a white cord and a black cord. The black cord is the internet cord. And I have another computer. It seems to be working. Okay. okay, the other iPad is working. It's got Wi-Fi, and, [silence] you talking about the network choose a network or no, [silence] yeah, uh-huh, spectrum setup. i-Fi 64, 2G.
09:00
Speaker 2
So, so it's connected, search, to the Wi Fi name of the router. Yes, the network here, for the other iPad, that's connected to your Wi Fi name, right?
10:00
Speaker 1
64 2 G and then there's another one. Wi-Fi FA 2 G. Hmm. Well, it's Wi-Fi Charles Banshu, so that's where it's connected. No
11:00
Speaker 2
Sorry sir, what's the WiFi name? Where is it connected to? What's the WiFi name that it is connected? Okay. Okay. But on the other iPad, sir, that we have an issue, that one doesn't have any WiFi. It doesn't show any available networks, right? Can we try to go back on that iPad, sir? Maybe we can do a test. Can you let me know the WiFi details one more [silence]
11:00
Speaker 1
Mm-hmm. Okay, well it's under warranty so I can take it back then. Yeah. Okay I'll do that because the rest of the network is okay. All right.
12:00
Speaker 2
Do you reset network settings to refresh the wireless network? Because I think there's no, um, there's nothing wrong sir with your router. It's actually on the iPad itself. So um usually, uh you have to do reset network settings. or try to contact Apple first sir. see if they do have an option for you, since the device is actually still in warranty. And then if there's any hardware issue, then more likely they have an option to replace it. [silence] Okay. [silence] Yeah, because other devices are able to connect to your Wi, and then only one device. So I think there's something wrong with the wireless part of that device.
12:00
Speaker 1
[silence] Okay. Well, that's the next step, so, all right, thank you very much. I appreciate your time. Okay, bye bye.
13:00
Speaker 2
ipad that um we need to address, so first option contact try contact to sir Apple, so I think if they do have any available work around, if not, then maybe they can just suggest to have you replace it from where you purchase it alright, thank you as well sir for taking the time calling links Suze, have a great day there and okay, you take care
13:00