V2 Rubric Detail — 9bd1b282-765d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 21:33
Duration
31m 42s
Contact
Mary James
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#LTS00135708
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall15.0% (-21.0)

V2 Grader Summary

The agent failed to conduct meaningful troubleshooting, provide a resolution, or escalate appropriately. Despite correct technical facts regarding SSID and warranty, the lack of ownership and structured guidance left the customer unresolved. This constitutes a full failure in resolution and customer experience.

V1 Case Analysis

Customer unable to connect devices to Wi‑Fi after ISP rewired modem; router not broadcasting SSID. Agent collected contact info, indicated warranty likely expired, suggested router may need reset, but provided no actionable steps. Issue unresolved.

Troubleshooting Steps
  • Collected customer name, email, phone number
  • Asked about ISP and cable connections
  • Observed internet LED blinking green and WPS light behavior
  • Suggested router may have been reset to factory defaults
Key Observations
  • Agent never obtained a valid router model number, preventing model‑specific guidance.
  • No systematic troubleshooting (power cycle, WAN check, login to admin UI, SSID configuration) was performed.
  • Warranty status was assumed without verification, and the agent did not offer a clear path for out‑of‑warranty support.
  • Customer was left confused about needing separate SSIDs for 2.4 GHz and 5 GHz and received no guidance.
Positive Highlights
  • Collected the customer's contact information (name, email, phone).
  • Identified that the router may have been reset to factory defaults.
Agent Errors / Gaps
  • Failed to ask for or confirm the router model number.
  • Did not guide the customer through basic troubleshooting steps (reboot modem/router, check WAN port, access local web UI).
  • Provided warranty expiration information without verification and did not offer appropriate out‑of‑warranty support options.
  • Did not verify that the router’s internet LED status indicated a successful WAN connection.
  • Ended the call without confirming whether the issue was resolved or providing a concrete next‑step plan.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Call ends with customer still unable to connect devices and no resolution offered; agent only advised to 'do those things again' without confirming success.
R2 Not Met Diagnostic thoroughness conf 95%
Agent asked about cables and Wi-Fi name but skipped essential steps: no power cycle, no login to router, no check of firmware or reset procedure.
R3 Not Met Correct resolution path conf 94%
Agent cited expired warranty and told customer to reconfigure router without offering troubleshooting or escalation, violating OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified blinking internet light and missing SSID, asked about modem rewiring, but failed to logically sequence diagnostics or isolate root cause.
T2 Not Met Appropriate tools / resources used conf 92%
No use of tools (e.g., remote access, admin UI at myrouter.local, diagnostics) despite their necessity for verifying router status and configuration.
T3 Met No misinformation conf 89%
Statements about warranty expiration, dual-band SSID setup, and internet port function are factually correct per KB documentation.
Communication
C1 Not Met Clear & professional language conf 93%
Agent provided no structure, failed to set expectations, and allowed conversation to drift; no clear transitions or call control.
C2 Partially Met Confirmed understanding conf 84%
Agent used plain language and avoided jargon; however, did not confirm understanding when customer expressed confusion about dual SSIDs.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership—immediately referenced warranty status and handed problem back to customer without intervention.
O2 Not Met Proactive follow-through conf 96%
No next steps, timeline, or follow-up plan given; call ended with customer still lost and attempting to disconnect.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 88%
Issue involved complete network outage post-ISP repair; warranted escalation after minimal troubleshooting, but agent did not escalate.
E2 Not Met Escalation prep & handoff conf 86%
No escalation occurred despite unresolved issue; customer was left to self-resolve without referral or support path.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy for frustration after ISP visit; tone remained neutral and transactional throughout.
X2 Not Met Tone & rapport conf 91%
Customer expressed confusion about dual SSID setup, but agent did not adapt pace or explanation depth to address it.
X3 Not Met Overall experience conf 90%
Customer repeated details about cable connections and Wi-Fi issues multiple times; agent failed to consolidate information.
Call Transcript25 turns · 28 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 1 now. For out of warranty products, paid support may be [silence]. 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.
00:00
Speaker 1
[silence: 15.0] Yeah. [silence: 4] I [silence: 1] don't do no, no, how you doing? [silence: 1] Yeah. [silence: 1] I've been a little bit, um, [silence: 1] [noise] [silence: 2] for now. [silence] Okay. I just looked up and I never did [silence] Hey Mark, I'm calling on behalf of my RAIDER, for some reason I cannot get it to connect to the TV, to the internet, and I was calling to see if you guys can help me try to figure it out, [silence] It's um, three, three, five, five, four. um, serial number, um, is 30K, 10M as in Mary, two, eight, eight, A as in Apple, zero 5912,
06:00
Speaker 2
All right, thank you for calling LinkSyse. This is Mark. How can I help? Uh-huh. Yeah, let me try to help you. What's the model number of your LinkSyse router? O K . how about its serial number?
19:00
Speaker 1
spectrum mary Jane James uh it's m e l o d y s t a r, 1030 at gmail.com
20:00
Speaker 2
Alright. Who's your internet service provider? [silence] Eh, tram. [silence] Now, uh, let me create a record here ma'am. What is your, uh, first and last name? [silence] Jane. How about your email address? [silence] All right. And just in case this call gets disconnected, what is your phone number?
20:00
Speaker 1
664 237 8763. Yes. Yes, the Internet light is blinking like a green. Okay. Yeah. on the back I've got the wire connected to the modem and it's blinking like it's on. I'm not sure if the WPS light supposed to stay on, but it has a blue button that I press and it'll light up. [silence]
21:00
Speaker 2
864-237-8763. Okay. Now going back to your concern, I think you're trying to connect your TV to the Wi-Fi to have internet. Okay. So. Internet light is blinking on the Linksys router.
21:00
Speaker 1
Um, nothing was really. Yeah, it wasn't ' cause only the other device the phone and it wasn't connecting to that either, but I was gonna try to go back to the network and see what it says. No, none of the devices are functioning. Um, no, it it did not. I don't know if I need to reset it, but it was actually making it seem like I needed to to reset like if it was a new like it was a new um, router and I needed to reset it up. That's that's what it was doing. It was working before with no problem. No problem whatsoever.
22:00
Speaker 2
But, uh, aside from your TV, uh, how about the rest of your devices? Do, does those devices have, so none of your devices have internet access or connected to the Wi-Fi? But this was working before, right? So, what happened? Was there a power outage, internet outage?
22:00
Speaker 1
Kristin Guffey Yeah, so they had to come, Spectrum had to come out and fix the modem, they had to do, rewire the wires, they say they're the cable or whatever were old and they, they put new ones in. And the that the modem started working again, but for some reason I could not connect the router back, which usually I don't have a problem with that. Kristin Guffey Is there any way you could tell on your end if the router itself is working properly like running some tests on it or. Kristin Guffey huhuh.
23:00
Speaker 2
Okay. Uh, not actually, but, uh, after, after those, after these rewiring, uh, is the cable coming from the modem plug to the internet port to the back of the link is router. It's usually, there's usually a yellow
23:00
Speaker 1
Yes, it's a yellow, um, it says internet and it's a yellow one connected to it and then the other end is connected to the modem. Uh-uh, that's it, other than that 12 volt little, um, thing that hooks up to the, um, you know, it just hooks up into the outlet. So, the only thing that's hooked up is the internet cable to the modem. Um, the Wi-Fi? It's the, it's Oh, um, so it's,
24:00
Speaker 2
low port at the back of the linksys router is that where the cable would go in I'm uh, is there any other connection to the back of the linksys router said from the modem. okay. I see. I got it. how about the Wi-Fi? Uh do you know what the Wi-Fi is when you set up the router before? Uh Yeah, the Wi-Fi name, what's the Wi-Fi name?
24:00
Speaker 1
Link is 05912 under 5GHZ. It was saying not connected. Yeah. Yeah. It was just saying that. Yeah, like it said this network, like when you're looking for a network, it would say that there's you know, it's not available. Like all the other networks that pop up available, it would shows that it's available. But that one it didn't, it was not available. Does that make sense? Like it wasn't pooling it up for me to look for it? It wasn't popping up. It was like what?
25:00
Speaker 2
Uh-huh. So is that being detected by your device, like the TV, when you open the Wi-Fi of the TV. not connected. So what does that mean? Connected to the Wi-Fi, but not connected to the internet.
25:00
Speaker 1
If, if I tried, if it did come up, and I tried to click on it, it didn't recognize it. It was just like, you were asking me to put in the, um, WiFi name and the password. And then when I tried to do it, it would tell me to link this, link to, like, install it, like, when you first did it, like, to, um, you know, to set it up. [silence] I did follow the steps, um, but it came up that, it was, um, I needed to put in a WiFi name and a password, but it gave me four lines that I need to put a WiFi name in and a password, like the 2.4, I had to put a name in for 2.4, um, I guess HV or something like that, then put a password, and then I had to put one in for
26:00
Speaker 2
and uh, and did you, follow the steps?
26:00
Speaker 1
Um5um5 GHZ. Yeah, so it was like it was for spaces. One, that I had to put in a name for 2.4 and a password and then I had to put a name in for the 5 GHZ and a password. Which I thought was weird, because I'm like, why do I have to put in two t two names and two passwords? I I stopped because I didn't understand why I had to do that. That's why I called. I mean, is that usual for you to have to do that?
27:00
Speaker 2
the 255 yeah yeah yeah and so after that what happened I always like what happened actually I yeah I think here's what happened my husband so I think you're trying to troubleshoot or probably not you, but I think the router was reset to factor.
27:00
Speaker 1
Okay. Mm-hmm. Can they be the same ones? Okay. Okay, so I could use the same name and the same password and just continue to finish? Okay.
28:00
Speaker 2
[silence]
28:00
Speaker 1
what I'm sorry okay I'm sorry I'm sorry time flies when you having fun. I'm sorry. Lord have mercy. Oh, okay. [silence]
29:00
Speaker 2
I think you got this around 2022 and with one year warranty, it's already expired. No, that's okay. But yes, you just have to do those things again and get online. I think you got this around 2022 and with one year warranty, it's already expired. No, that's okay. But yes, you just have to do those things again and get online.
29:00
Speaker 1
Okay. Okay. Well, thank you so much. Hope you have a good day. All right. Bye bye. I'm trying to figure out if it's off yet. I don't know. I don't know. I think this thing is still on. No, let me see. Yeah, I'm trying. I'm just lost right now. Sorry.
30:00
Speaker 2
Thanks. And get this router working again. You're very much welcome. To you as well. Alright. Buy me. I'm sure, I think you forgot to hang up. Okay. Okay. [silence]
30:00