V2 Rubric Detail — a02dfad4-7ecd-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 15:15
Duration
11m 41s
Contact
954-471-7990
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Avoidance/Evasion

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, did not verify the router model or support status, and incorrectly declared it obsolete. The guest network issue — typically resolvable via settings in the router UI — was dismissed without using available tools or providing accurate information, resulting in no resolution and no ownership taken.

V1 Case Analysis

Customer reported guest network SSID mismatch and captive.apple.com portal blocking internet access. Agent did not collect model/serial, skipped all troubleshooting, falsely declared device end-of-support, and advised replacement. No valid resolution provided.

Troubleshooting Steps
  • Asked for ISP and basic account info
  • Confirmed guest network toggle was on in the UI
  • Observed captive.apple.com page
Key Observations
  • Agent never collected the router model or serial number, which is required for troubleshooting and support eligibility determination (Protocol failure).
  • No standard guest network troubleshooting steps (reboot, password verification, guest isolation check, captive portal analysis) were performed (Accuracy and Resolution failure).
  • Agent falsely claimed the device was end-of-support based solely on an unverified age estimate, contradicting Linksys policy that support status must be verified via model lookup (Accuracy and Protocol failure).
  • Captive.apple.com behavior is a known iOS/iPadOS feature for open or misconfigured networks and should have prompted investigation into guest network security settings (e.g., no password set, open security), which is a common and fixable issue per KB guidance (Accuracy failure).
  • The KB clearly states that guest network issues should be troubleshot by toggling the guest network off/on, verifying the password, enabling guest isolation, and rebooting the router — none of which were attempted (Accuracy failure).
  • The KB provides specific guidance for captive portal behavior on guest networks, including checking security settings and guest isolation — none of which were followed (Accuracy failure).
Positive Highlights
  • Agent confirmed the guest network was enabled in the UI [07:00].
  • Agent maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Missing model/serial number collection (Protocol failure)
  • Failure to follow guest network troubleshooting flow (reboot, password check, guest isolation, security settings verification) as outlined in the KB (Accuracy failure)
  • Unsubstantiated claim that the router is end-of-support without model verification (Accuracy and Protocol failure)
  • Failure to diagnose or address captive portal behavior, which is a documented guest network issue (Accuracy failure)
  • Premature call closure without attempting resolution or providing self-help guidance (Resolution and Protocol failure)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the router was end-of-support and recommended replacement without resolving the guest network connectivity issue or confirming it was unsolvable.
R2 Not Met Diagnostic thoroughness conf 95%
Agent performed no meaningful troubleshooting (no reboot, password check, guest isolation, or UI navigation) despite the issue being diagnosable via router settings.
R3 Not Met Correct resolution path conf 90%
Agent assumed end-of-support without verifying model, serial, or firmware status, and failed to attempt configuration fixes before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify root cause; asked for model but never obtained it, and did not follow a logical diagnostic path (e.g., confirm settings, test connectivity).
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., local web interface at http://192.168.1.1 or http://myrouter.local) despite guest network issues being diagnosable via router settings.
T3 Not Met No misinformation conf 85%
Agent incorrectly claimed the router was end-of-support without verification; guest network failure is typically configuration-based, not age-dependent.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to set expectations or structure the call; jumped directly to replacement advice without framing a troubleshooting plan.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not adapt to customer’s confusion about captive.apple.com, missing opportunity to explain portal behavior.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abdicated responsibility by telling customer to buy a new router instead of owning the issue and attempting resolution.
O2 Not Met Proactive follow-through conf 90%
Only next step offered was purchasing new hardware, with no interim workaround, timeline, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation occurred despite unresolved issue and lack of troubleshooting; warranted escalation was omitted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy or acknowledgment of customer effort; remained transactional throughout.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pacing to customer’s expressed confusion about the captive portal screen.
X3 Not Met Overall experience conf 95%
Agent increased customer effort by requiring hardware purchase instead of resolving configuration issue remotely.
Call Transcript22 turns · 23 lines
Speaker 1
[silence] I'm trying to set up, uh, something on my router. and I've got I've got a, um, shall we call it a, a situation where I'm putting in a guest uh, feature. I'll assume that my name would be, uh, for the, the name of the group, we'll say it was like, uh, mud, M-U-D and the other way mud hyphen guest. I'm having a problem. I've got this thing partially established, but uh, it's showing me on the router's map that the [silence]
00:00
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. While waiting, you may also visit support.linksys.com for more information about your product. Oh, thank you for calling. Linksys. This is Mark. How can I help oh Uhn. [silence] [silence] uh, um, not get sure what that is here, but what's the model number of your router? okay. How about its serial number?
00:00
Speaker 1
Hotwire communications. I'm located here in South Florida. They do um the internet for our community. They might go under the name Fusion as well. Saul S A U L, last name Sklar, S K L A R. L A R. Five letters. Celljams, S E L J A M S. I Bell.
02:00
Speaker 2
All right. Who is your Internet service provider? Comcast. All right. Let me create a record for you as well. What's the - what's your first and last name? I'm sorry. All right. How about your email address?
02:00
Speaker 1
that's correct um when i try to establish uh a log on on my my uh network the guest network there's no connectivity it connects it seems like it's connecting on the local area network inside the router but not to the internet [silence]
03:00
Speaker 2
all right and just in case this call gets disconnected What is your phone number all right okay now going back to your concerns here I think you mentioned you're setting up the guest network what was the problem again
03:00
Speaker 1
That is correct. Yes it does. [silence] I haven't tried one. I haven't tried that yet. Is that necessary to set this up?
04:00
Speaker 2
not on the into so when your device connected to the guest network uh it don't have internet okay huh when it when the device connects to the main Wi-Fi it does have internet how about with a wired connection to the back of the router
04:00
Speaker 1
Normally an internet cable was done when you're establishing some type of situation to start the a level called to initialize the network. Here's another crazy question. The guest network. I'm going to use the actual terminology. My network is has a nickname of bitter end. The guest network should have a nickname bitter-and-guest. And yet it shows when I when I log onto it, it says guest network. No devices connected. I click on it and it shows the name of the network bitter end, not bitter-and-guest. On the network map.
05:00
Speaker 2
Okay. Yeah. Ooh. Uh-huh. Uh-huh. Affecting the wired connection. Uh-huh. Yeah. Where are you seeing that again?
05:00
Speaker 1
The Linksys Network, when we login into the router, the router's home page gives you an option to go to network map, you look at the network map, see everything that's attached to the the master, we'll call it the master unit, which is bitter and the guest unit is bitter, and dash guest. And yet it, yet when I click on that, it says the guest network no devices, you click on it and it tells you that the name of this device is bitter and but not bitter, and dash guest. This should be the guest network.
06:00
Speaker 2
Okay, network math. Okay. [silence] So, [silence] I'm not [silence] Actually, sure, but let's go back to where you set up the guest network, sir. [silence]
06:00
Speaker 1
Okay, yes, okay. Okay, I see that and it shows it shows the following schematic arrangement and it's also a note Guests should first connect your to your guest network open a web browser and then enter the guest password. So, I'm looking at this and where it says guest access, it shows bid en dash guest at shows it in both the 2.4 and the 5 0 and both are enabled. Total guest allowed is five. And it is on. Allowed guest is on.
07:00
Speaker 2
You need to go to Guest Access, right? Okay. Yes. So, is it... Yeah, so is it... What do you call this? The Allow Guest Access? Is it toggled on? Okay. All right. Then, when you go to the settings of your device. [silence] you
07:00
Speaker 1
Yes. me give that a try again. One second. Let's go to go back to system setting and go into wi-fi. And then to 5 gHz guest. Says it's connected. I got a check mark. And then all this. Now our screen just opened. Join Bitterend 5 gHz guest. Captive.apple.com. It's a blank screen. I don't understand that at all.
08:00
Speaker 2
Go to Wi-Fi and you're able to select the guest Wi-Fi. Does it ask for a passph-- word? When you select it? Sorry. Oh. All right. Uh-huh. Okay. Okay.
08:00
Speaker 1
Okay, but there's no there's no screen that says I follow what you're saying, but there's no way to enter the password. It's just an open screen. That says enter password. It says join. Bitter and guests. I'll click on that. It's joined bitter and 5 gigahertz guests. And it says captive.com. This seems to be some type something is wrong. It's not allowing me to put a password in. Password has been established. I do have the password. It does show it. But I don't understand. Captive.apple.com that's what it says.
09:00
Speaker 2
This is where you're supposed to enter the password of the guest Wi-Fi. Without this, your device won't be able to have internet access even though it's connected to the guest Wi-Fi. I see. Yeah. Okay, I see. Yeah. Okay. So... All right, yeah.
09:00
Speaker 1
[silence] Got it. How old is this route. About 15 years old.[silence] I gather what you're saying. And uh this this won't fly. The um uh the various different pieces of equipment that are using the router have superseded the capability.
10:00
Speaker 2
Yeah, I guess this is what's happening, sir. So based on our record here, this mode of router that you have, this has reached its end of support. That means that we no longer provide assistance for this model. It's no longer receiving updates on its security and firmware. So what we can recommend you do is to get a new router, not necessarily from Linksys but a brand new one. Well, uh, let me check if we have that information, bud. [silence]
10:00
Speaker 1
Um, it's obsolete. Okay, you've answered everything. I figured that this, this is coming up and, uh, it's, um, we, we need a new router. That's no problem. That, that should resolve the issues. Thank you very much. Have a great day. Pleasure speaking with you. Thank you. Bye-bye.
11:00
Speaker 2
uh, ugh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, a ten-year-old model with different versions. Yes, I agree. You you're welcome. You're welcome, too. Bye.
11:00