V2 Rubric Detail — 911493be-821a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 20:03
Duration
6m 35s
Contact
408-507-8816
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00137701
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Speed Issue

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall51.2% (-4.8)

V2 Grader Summary

The agent correctly identified the need to separate SSIDs and provided accurate technical information about app limitations, but failed to conduct any meaningful troubleshooting or offer best-effort support for the out-of-warranty device. The customer was redirected to self-help without resolution, resulting in an unresolved case. Communication and ownership were maintained, but progress toward resolution was lacking.

V1 Case Analysis

Customer asked how to identify and separate 5 GHz vs 2.4 GHz networks on a WRT1900ACS. Agent confirmed device is end-of-support, advised using a computer to change SSID names, and provided invalid support URLs. No fix was confirmed; KB article promised via email.

Troubleshooting Steps
  • Verified router model (WRT1900ACS) via system lookup
  • Confirmed warranty and support status (end-of-support as of March 2026)
  • Explained that the Linksys app cannot separate bands and that the web interface must be used
  • Advised to rename SSIDs in the router’s web interface to distinguish bands
  • Provided invalid support URLs and promised to email a KB article
Key Observations
  • Agent provided two incorrect support URLs: 'support.links1s.com' and 'support-links.com', which contradict KB guidance and may prevent customer access to correct information.
  • No step-by-step guidance was given for accessing http://192.168.1.1 or navigating Wireless Settings to rename SSIDs.
  • Agent did not verify the customer’s ability to access the router’s web interface before suggesting changes.
  • Customer mentioned seeing both 2.4 GHz and 5 GHz networks with the same name, but the agent did not clarify or confirm understanding of the current setup.
  • Empathy and acknowledgment of customer frustration were minimal.
Positive Highlights
  • Correctly identified the router model (WRT1900ACS) and confirmed it is end-of-support as of March 2026.
  • Correctly explained that the Linksys app cannot separate 2.4 GHz and 5 GHz SSIDs on this model and that the web interface must be used.
  • Set appropriate expectations by explaining the need to separate SSIDs to identify band usage.
  • Offered to send a KB article via email, providing a self-help path for an end-of-support device.
Agent Errors / Gaps
  • Provided two incorrect and invalid support URLs (support.links1s.com, support-links.com), which contradicts the KB and may prevent the customer from accessing correct information.
  • Did not verify that the customer could access the router’s local admin page (http://192.168.1.1) before suggesting configuration changes.
  • Did not walk the customer through the actual steps to separate SSIDs in the web interface, despite the device being end-of-support and self-help being the only path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent provided only a KB article link and stated they cannot walk through the process; customer's core request (separating SSIDs) was not resolved.
R2 Not Met Diagnostic thoroughness conf 94%
No step-by-step troubleshooting performed; agent skipped verification of current settings or guiding login to admin interface.
R3 Not Met Correct resolution path conf 95%
Router is out-of-warranty, but agent failed to provide best-effort troubleshooting (e.g., guiding login, changing SSID via browser), violating OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified symptom (can't distinguish bands) and asked if networks were separated, but did not pursue root cause via configuration check.
T2 Not Met Appropriate tools / resources used conf 92%
Agent did not use admin dashboard, local IP access, or any diagnostic tool despite needing to verify/configure SSID settings.
T3 Met No misinformation conf 97%
Correctly stated that app shows only one network name and that computer access is needed to separate SSIDs for WRT1900ACS.
Communication
C1 Partially Met Clear & professional language conf 86%
Collected customer info and closed politely, but did not set clear expectations or control flow when customer expressed confusion.
C2 Met Confirmed understanding conf 91%
Used plain language, avoided jargon, and adapted to customer’s level when explaining band differences.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership by creating a case, not transferring, and committing to send follow-up email.
O2 Met Proactive follow-through conf 93%
Promised to send an email with articles, providing a clear next step and timeline (immediate).
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Remained courteous, empathetic, and professional throughout despite customer’s frustration.
X2 Met Tone & rapport conf 89%
Matched customer’s conversational pace, acknowledged understanding, and adjusted tone appropriately.
X3 Partially Met Overall experience conf 88%
Avoided re-asking basic info, but directed customer to self-help instead of performing agent-side actions (e.g., guiding login).
Call Transcript11 turns · 12 lines
Speaker 2
welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. Thank you for calling Linksys. This is Eppy. How can I help you? Yes, sir. Hello? Mhm. Okay. Mm. Mm. Okay. So, this is actually a dual band router, sir. Okay. Um up to 600 MBPS to uh that's for. Okay, hold on. Um so you have one gig of speed. You subscribe from your internet provider. Mm.
00:00
Speaker 1
Yeah, how do I know I'm connected to- that I'm using the 5 and not the 2.4? Uh, no, I don't think so. Uh, uh, my, my first name, Bill McLean, M-C-L-E-A-N.
02:00
Speaker 2
5 gigahertz network well well if you view the available networks did you separate by the way when you set up this router did you separate the networks uh the 2.4 and the five gigahertz Now. yeah so you need to separate the networks first so you would be able to identify which is the 2.4 and which one is the five because maybe they have different uh they have the same name so you won't be able to recognize if you're connected to the 2.4. So sir let me just create a record by the way can I have your name and uh first and last name as well as your email Okay and uh sir Bill your email address please [ silence ] you
02:00
Speaker 1
Yeah spectrum [silence] care uh hum.
03:00
Speaker 2
And who is your Internet provider? Spectrum, okay. Yes, so in your case, there, there's a need for you to uh separate the names. So I would suggest you better do that in order for you to uh to check if you're connected to the 2.4 or 5 gigahertz because if you really want to achieve um the ideal speed for your from your Internet provider, um you need to connect to the 5 gigahertz. And sir, upon checking here in our system, your uh router, the linksys router WRT1900ACS is already out of warranty, okay? It's even one of our
03:00
Speaker 1
Uh-oh. Of course. Ha, ha, ha, ha, ha. OK. Yeah. Yeah. Yeah. Yeah. I can do that via the app, right? Uh, you know, cuz I actually. [silence]
04:00
Speaker 2
[silence] Andrew at the end of life devices, okay? It's for heave yeah, end of support, end of support devices. Um, and the, uh, technical support for this device also ended March 2026. So March of this year. So we won't be able to walk you through the process. But, um, we can give you, okay, we can give you some articles. Okay, we have this website support.links1s.com. You can find articles on how to access this links router, and change the Wi-Fi name as well as yeah, the Wi-Fi name and separate the the names from there. Okay? Uh, not the app sir, because the app will only uh, give you one option there. It will only show up one name, not the the 2.4 and the 5 gigahertz. So you'll really need to use a computer.
04:00
Speaker 1
I actually see... I actually see the 2... I see the 2.4, which I'm connected to, and I see the 5... which I'm not connected to. And they both have the same... I see them both. They both have the same name... Oh, wait. No. got it. well you know it's funny, on the app it did show both 2.4 and 5, and now it's just showing 5. So um uh, okay. All right, well, I... I... I still got this set up... [silence]
05:00
Speaker 2
I use the s.a.browser for that. You also. OK, so you see both networks? OK, well, then if you see both network, well, if that is the case, or then, yeah, try to connect to the 5 gigahertz and try to run the. try to track what's the speed that you're getting from 5 gigahertz network.
05:00
Speaker 1
disk and everything so I can go back through there and reset it up if I need to. Okay. All right. All right. Thank you. Oh, okay. Well, thank you very much. Appreciate it. All right, bye bye. You too. Bye bye. [silence]
06:00
Speaker 2
Yes, sir. So, I'll also send you an email. Okay? You will find important insights from that email. Okay? So, yeah. Again, the website is support-links.com. So, you may take advantage of the AI tool as well from that website. All right, sir Bill? Okay, then. Thank you for your time, sir. This is Epi from Linksys. Thank you for calling. Have a great day. Take care.
06:00