V2 Rubric Detail — 96bbb3ee-70d9-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 21:05
Duration
8m 39s
Contact
19736475418
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#GI00134853
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.9/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp2.50/5
Overall33.5% (-44.5)

V2 Grader Summary

The customer sought to connect their E9450 router wirelessly without resetting cameras. The agent incorrectly claimed no wireless option existed and failed to suggest Access Point mode, which would have met the need. While some troubleshooting context was provided, the response was technically inaccurate and unresolved, leaving the customer to maintain a suboptimal wired setup.

V1 Case Analysis

Customer inquired about connecting E9450 router wirelessly to new ISP's Wi-Fi without resetting outdoor cameras. Agent confirmed E9450 cannot act as a wireless client; bridge/AP mode requires reconfiguration. Customer chose to keep wired setup.

Troubleshooting Steps
  • Confirmed router model (E9450).
  • Explained that the router cannot act as a wireless client.
  • Described bridge/AP mode as an alternative and its requirements.
Key Observations
  • Agent initially misheard the model number but corrected it promptly.
  • No serial number or warranty status was collected, though not critical for this feature question.
  • Agent provided accurate technical guidance per the KB (EA series routers do not support wireless client mode).
  • Customer made an informed decision based on the agent's explanation.
Positive Highlights
  • Provided accurate information about the router’s limitations (no wireless client mode).
  • Clearly explained the implications of bridge/AP mode, including the need for reconfiguration.
  • Allowed the customer to make an informed decision without unnecessary pressure.
  • Maintained a professional and clear tone throughout the call.
Agent Errors / Gaps
  • Initially misidentified the model number as E9550 instead of E9450.
  • Did not confirm whether the ISP modem is a gateway or standalone modem, which is relevant for bridge mode setup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent stated there is no wireless option and did not resolve the customer's goal of connecting the router wirelessly without resetting devices; customer chose to leave setup unchanged.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked for model number and identified device type, but did not perform step-by-step troubleshooting (e.g., check AP mode, Wi-Fi settings) that could have resolved the issue.
R3 Partially Met Correct resolution path conf 80%
Agent correctly identified the E9450 as a standalone router but incorrectly concluded wireless connection wasn't possible; failed to suggest Access Point mode as a viable alternative to bridge mode or factory reset.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the router model and general scenario but did not ask targeted questions about current configuration (e.g., is Wi-Fi enabled, is AP mode available) to determine root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., admin UI guidance, remote access) were used to verify router settings, despite the issue being resolvable via configuration check.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated 'there is no option for wireless connection' — EA-series routers like the E9450 support Wi-Fi and AP mode, making this technically inaccurate.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but responses were disorganized and repetitive; failed to clearly frame next steps or manage transition to resolution.
C2 Partially Met Confirmed understanding conf 80%
Agent used polite language and acknowledged understanding ('I totally understand'), but did not adapt technical terms (e.g., bridge mode) with sufficient clarity or confirmation checks.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and attempted to explain options but did not take full ownership by exploring correct solutions (e.g., AP mode setup) that would avoid resetting cameras.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or follow-up actions were provided; interaction ended without a defined path forward beyond leaving the setup unchanged.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; nothing to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed empathy ('I totally understand that one') and apologized, but tone remained transactional without fully addressing customer frustration about camera access.
X2 Partially Met Tone & rapport conf 80%
Agent responded to customer’s concerns but did not adjust pace or rephrase explanations when customer showed confusion about bridge mode and reset implications.
X3 Partially Met Overall experience conf 75%
Agent asked for model number twice, causing minor repetition, but otherwise avoided unnecessary steps; effort reduction was limited by incomplete solution offering.
Call Transcript18 turns · 18 lines
Speaker 1
Hi, I have a Linksys Wi-Fi router, and I changed my internet, my home, like, Wi-Fi provider, and I don't know how to
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 one now. For out of warranty products, paid support may be available. Please have your devices 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 Linksys technical support. My name is Ellie. How can I help you? Mm-hmm.
00:00
Speaker 1
to connect back the link key onto that so I have I wirelessly, I just hard wired it and is there a way for me to connect it wirelessly? [silence] I have a question. When you say reset everything, everything that's connected to to this router will need to be reconnected back, is that what you're saying? Like all my devices that's connected? [silence] Oh, like it's factory reset? But oh, I don't want to do that because I have a lot of outside camera and they're up high on the house and for me to reset them, I have to [silence] do something.
01:00
Speaker 2
Oh yeah, so for this one, first, since you just switched an internet service provider, so you need to re you need to reconfigure everything. Uh uh but before we proceed on some other troubleshooting, can I have the model number and the serial number of the main LINCIS router? I'll reconfigure. I, I, no, sir. So the what I'm trying to say is you need to set it up. Like you need to to begin again or start from the scratch, yes.
01:00
Speaker 1
I have to get in front of the camera to scan them to get them to work.
02:00
Speaker 2
But you, uh, did- did that, I mean, did you switch already an internet service provider, or you're still planning?
02:00
Speaker 1
provider and I couldn't connect it back wirelessly to this provider. So I had it hardwired into the modem and it was working. So, and it's still working with the hardwire, but I was just wondering if I can do it wirelessly without resetting all the cameras and everything that I have connected to it currently. Okay, let me go see. I have the router, it's a E9 450. Is that the model number? Okay. Yeah. [silence]
03:00
Speaker 2
uh uh yes sir the Linsys router uh should be uh yes sir oh okay uh first things first sir what is the model number of your Linsys router for me to answer your question yes sir okay is the router that you have sir e ninety five fifty ok
03:00
Speaker 1
Not nine five, 9450. Oh, so right now I have it hardwired into the current Wi-Fi provider modem and it's working fine. That's the only way to connect it is [inaudible]. Oh, okay, so you can have three... Oh, okay got you. Okay, I was just going to see if I can wireless connection. There is no option for wireless connection. [silence]
04:00
Speaker 2
So this router, sir, is actually... Oh, 9450. Okay, this router that you actually have, sir, so... This is a standalone router, sir. So you cannot add another router, not unless if you are going to set it up on a bridge mode to expand... the coverage of your router. Because the latest routers... Yes. Yeah. Because it should be. Yes, sir, because it should be hardware. Because there is no option for this. I'm sorry. [ silence ]
04:00
Speaker 1
what is bridge mode ? what does that mean? okay oh okay so about for that for that to happen you have to reset the whole router?
05:00
Speaker 2
yes sir not unless you put this one into bridge mode or the other router to be on the bridge mode if you're going to put this one into bridge mode so it will only going to act as an access point and not as a router but of course if you're going to do it the settings under this NA E9450 will change and of course automatically since there is no internet source cuz the modem that you have can only provide an internet through a wired connection if it's only a modem alone IF it's a modem router or a gateway then yes it can give you an internet connection wired and wireless. So um, sir, I'm sorry.
05:00
Speaker 1
Am I correct?
06:00
Speaker 2
Yeah, but what I can actually suggest, okay, I totally understand that one, sir, so what I can really suggest, sir, in your situation since your main goal is to expand the coverage of your Wi-Fi, correct?
06:00
Speaker 1
Yeah, I don't wanna change that. I'll just leave it the way it is because my house the cameras are up high. I have to get up here and a ladder or not. and all kind of thing and it's like four of them. the reason why I kept this this router and I plug it into the Wi-Fi because I didn't want to go up to the ladder and connect it to my current Wi-Fi, each camera. So I guess I'll just leave it wired. But once it's wired into the modem, it doesn't it doesn't affect my my current modem like Wi-Fi signal like the strength of it. Am I correct? Okay. [silence]
07:00
Speaker 2
beginning. But since all of the settings or your setup is already like this so if you want this one to act then yes, everything under the settings of this E9450 will gonna be affected. No.
07:00
Speaker 1
And it can be side by side next to the modem. without any interruption after. Okay. Okay. Okay. Okay. That's all I need to know. So I guess I'll just leave them the way they are. All right. Thank you. No, I'm good. Thank you. You too, bye bye.
08:00
Speaker 2
your router can also do. Exactly how you expect it to perform. Yes. If they should be sitting beside each other. Okay. Yes, sir. Okay. Would there be anything else, or maybe some clarification? Okay. Have a good one, sir. Bye bye.
08:00