V2 Rubric Detail — 89ac3112-6e48-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 14:42
Duration
6m 32s
Contact
No Name
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134258
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.88/5
Technical2.19/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.07/5
Overall42.9% (-13.1)

V2 Grader Summary

The issue was resolved as the customer confirmed Wi-Fi was working by the end of the call. However, the agent failed to conduct proper troubleshooting, provided a technically inaccurate reset duration, and did not establish clear next steps. Communication was repetitive and failed to reduce customer effort, though ownership was maintained and no escalation was needed.

V1 Case Analysis

Customer (E5400) reported Wi-Fi not connecting. Agent confirmed Ethernet works, suggested power cycle and reset, customer later reported internet working. No verification of Wi-Fi fix.

Troubleshooting Steps
  • Verified model and serial number
  • Confirmed Ethernet cable works on laptop
  • Asked about power cycle
  • Asked about reset button usage
  • Inquired about custom Wi-Fi SSID
Key Observations
  • Agent incorrectly recommended a 30-second reset (factory reset) as a troubleshooting step without confirming necessity or explaining consequences clearly.
  • Used confusing terminology: 'linkage name' instead of 'SSID' or 'network name' [05:00], and 'education or in a website' instead of 'application or website' [06:00], likely due to accent/ASR issues but not clarified.
  • Failed to verify whether the issue was actually resolved — customer stated it was working, but agent did not confirm Wi-Fi connection status or test connectivity.
  • Did not follow standard Wi-Fi troubleshooting flow: skipped checking router admin page, Wi-Fi password, DHCP settings, or LED status.
  • Call ended abruptly without summarizing outcome or offering further assistance.
Positive Highlights
  • Collected model number (E5400) and serial number (30N7M28D-05) early in the call [02:00], which is correct protocol.
  • Confirmed that the Ethernet cable works when connected directly to a laptop [01:00], correctly isolating the issue to the router or Wi-Fi.
  • Asked whether the Wi-Fi name had been customized [04:00], which helps determine network configuration.
Agent Errors / Gaps
  • At [02:00], incorrectly advised that pressing the reset button for 30 seconds is a standard troubleshooting step — per KB, factory reset should only be used as a last resort after other steps fail.
  • Used non-standard and confusing terms: 'linkage name' instead of 'SSID' or 'network name' [05:00], which may have misled the customer.
  • Used unclear phrase 'education or in a website' [06:00] instead of 'application or website', which is not standard terminology and likely confused the customer.
  • Did not verify the resolution — customer said it was working, but agent did not confirm what changed or validate connectivity.
  • Did not follow KB-recommended Wi-Fi troubleshooting steps (e.g., check DHCP, router admin access, restart sequence).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer states 'Um yes it is working now' at 06:00, confirming resolution of the Wi-Fi connectivity issue.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked only about reset button usage and network visibility, but skipped essential checks: router LED status, WAN connection, local access via 192.168.1.1, or power cycling sequence. No logical troubleshooting flow was followed.
R3 Not Met Correct resolution path conf 85%
Agent immediately focused on factory reset without confirming if it was necessary. The EA5400 is an older model (E-series), but agent did not assess warranty status or attempt basic troubleshooting (e.g., power cycle, check lights) before suggesting a reset that erases all settings.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No symptom identification beyond 'wi-fi wasn't connecting'. Agent did not ask about LED behavior, whether other devices were affected, or WAN status. No diagnostic sequence — jumped directly to reset button inquiry.
T2 Met Appropriate tools / resources used conf 90%
Issue was basic connectivity; no tools (e.g., remote session, logs) were required. Agent proceeded appropriately from known procedures without over-relying on unsupported methods.
T3 Partially Met No misinformation conf 90%
Agent correctly stated that holding reset for 30 seconds triggers factory reset, but universal_factory_reset.md specifies 10–20 seconds for most models including EA series. Stating 30 seconds is a material inaccuracy that could lead to confusion or unnecessary extended hold.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but had disjointed transitions (e.g., 'One moment here', 'I know who is your internet service provider') and failed to set expectations about next steps after discussing reset.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but repeatedly said 'ma'am' without confirming understanding. Did not adapt when customer struggled to describe reset duration ('a couple of seconds').
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and attempted to resolve the issue without deflecting responsibility.
O2 Not Met Proactive follow-through conf 95%
After discussing reset, agent gave no clear next step (e.g., 'Please perform the reset and call back if it doesn’t work'). Closed the call abruptly after customer said it was working, but no prior timeline or action plan was established.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior case history or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred — not applicable to evaluate execution.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered a brief apology ('I do apologize to hear that') but showed no further empathy. Did not acknowledge customer effort in testing cable or express understanding of frustration after 48 hours of outage.
X2 Not Met Tone & rapport conf 90%
Agent used a repetitive, scripted tone ('ma'am', 'just to confirm') and did not adjust pace or style despite customer’s fragmented speech. Missed cues to slow down or clarify.
X3 Not Met Overall experience conf 95%
Customer had to repeat information (e.g., reset duration). Agent did not use known facts efficiently — asked about Linksys default SSID after customer already said only custom name appeared. Created unnecessary repetition.
Call Transcript14 turns · 14 lines
Speaker 1
Okay. Hi, I am having an issue my router, with my router, my wi-fi wasn't connecting. I tried to...
00:00
Speaker 2
Welcome to links is 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, please have your device serial number and contact information ready. If unavailable, please kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hello, thank you for calling links technical support. This is Charm. How can I assist you today? [silence]
00:00
Speaker 1
Plug and restart my router. That's in it work. I've confirmed that the Internet cable is not an issue as the Internet cable directly into my laptop works, so I just need some help there. Not that I know of. Since, um, Saturday morning, so about 48 hours.
01:00
Speaker 2
well, I do apologize to hear that one matter, but do not worry, let me assist you with this concern. And just to confirm ma'am, is there any power outage or any internet outage before it disconnected to the network? i-e-e. all right. and how long have you been experiencing the issue man?
01:00
Speaker 1
The model number is E 5400 and the serial number is 30N7M28D-05. [silence] Yes. [silence]
02:00
Speaker 2
All right. Before proceeding, can you kindly provide the model number and the serial number of your? And you mentioned that the power cycle you did was unplug and plug in the adapter from the power source, correct? And also, ma'am, just to confirm, did you press... [ silence] Got it. Got it. And you mentioned that the power cycle you did was unplug, unplug, and then plug in the adapter from the power source, correct? And also, ma'am, just to confirm, did you press the reset button when you did this? So to press the reset button for 30 seconds, the link routers will return to its factory default settings. In other words, all information from user will be erased. Are you sure to proceed? Ma'am? Ma'am? Is it okay if my supervisor shows the assistant today? Yeah, sure. Thank you. Sorry. Can you hear me? Ma'am, what did it means? Sorry. Sorry. Can you hear me?
02:00
Speaker 1
After unplugging and replugging, it did not work. A couple of seconds, I don't think it was that long, like under ten, but definitely a couple a couple of seconds, would it be high point?
03:00
Speaker 2
the reset button of this router or not? Maybe. Okay, I see, how long did you held the reset button? Alright, maybe 10 to 20 seconds. I get it. Thank you so much for the information, ma'am. One moment here. And also, ma'am, I know who is your internet service provider.
03:00
Speaker 1
We customized it.
04:00
Speaker 2
for one moment please. And when you set up this router before map, did you customize or change your wi-fi name and password, or did you leave it as it is? when you go to the wi-fi settings on your phone, then, can you still find your network under the wi-fi list? it's still showing?
04:00
Speaker 1
No Linksys name, just my, my, uh, my customized Wifi name.
05:00
Speaker 2
How about a linkage name, ma'am? Can you find the linkage's name on available networks? I see it. Okay. And you are still connected on that, but it says no internet connection. All right. Can you check, ma'am, if your internet is working if it's connected to the Wi-Fi? Open any application
05:00
Speaker 1
Um yes it is working now. Um no. Thank you. Thank you too.
06:00
Speaker 2
Education or in a website? I see got it. Okay, since it's working ma'am is there anything else I could assist you with other than this? I see. All right. Thank you so much also ma'am. Have a good one. Bye.
06:00