V2 Rubric Detail — a526b262-6a85-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 19:49
Duration
13m 16s
Contact
647-274-4488
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution3.12/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall56.4% (+36.4)

V2 Grader Summary

The agent accurately identified the legacy WRT54G router’s lack of 5 GHz support and advised a factory reset and eventual hardware upgrade. However, no diagnostics were performed to confirm the root cause of login issues, and communication lacked empathy, clarity, and customer adaptation. The outcome was partially resolved as the immediate access issue was not confirmed fixed, and the customer was left with a costly workaround.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent explained the router lacks 5 GHz and advised purchasing a new device, but did not confirm whether the reset resolved access issues or if the customer could proceed with setup.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent instructed a factory reset but did not verify current settings, check connectivity, or troubleshoot why login failed before resorting to reset.
R3 Met Correct resolution path conf 95%
Agent correctly identified the WRT54G as end-of-life and provided appropriate guidance: reset for basic use or upgrade for modern features like 5 GHz.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions were asked—agent did not confirm symptoms (e.g., login page unreachable, wrong password) before concluding reset was needed.
T2 Met Appropriate tools / resources used conf 90%
Agent used product knowledge appropriately—correctly cited end-of-life status and hardware limitations without needing additional tools.
T3 Met No misinformation conf 95%
All technical information was accurate: WRT54G is 2.4 GHz only, 20-second reset is valid, and newer routers are required for 5 GHz.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent gave instructions but failed to set clear expectations, had awkward pauses, and did not maintain smooth control during customer confusion.
C2 Partially Met Confirmed understanding conf 70%
Agent used simple terms but included garbled speech ('mobile mobile mobile') and did not confirm understanding after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case throughout, did not transfer, and stayed on the line until closure.
O2 Partially Met Proactive follow-through conf 70%
Agent outlined next steps (reset, connect to default SSID) but did not specify expected outcomes, timelines, or offer follow-up support.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy, failed to acknowledge the customer's self-described lack of tech knowledge, and remained purely transactional.
X2 Not Met Tone & rapport conf 90%
Agent repeated instructions without adapting to customer confusion or checking comprehension, especially after the garbled 'mobile mobile' segment.
X3 Not Met Overall experience conf 85%
Customer was left with a hardware limitation requiring new purchase; agent did not explore workarounds or reduce effort beyond a basic reset.
Call Transcript18 turns · 19 lines
Speaker 1
Hi, um, I should let you know first of all that I'm not very computer savvy, but I have a uh a Linksys router here.
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 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 [silence] Hello, thanks for calling Linksys Technical Support this is charm. How can I assist you at the day [silence]
00:00
Speaker 1
and it's uh, that I noted like a few years ago that on the router, but it's not working. So I can't get in to change the settings and I want to change it to 5G. I have the serial, I'm looking at the router. So I have the serial number and the Mac number and the ownership ID and device ID. Okay, the serial number is Charlie Delta Foxtrot. 7-0-0-Delta Charlie Uniform 8 2 3 2 and the model number just a minute.
01:00
Speaker 2
[silence] Can you provide the serial number, sir and also the model number? Got it. On number two. [silence]
01:00
Speaker 1
Okay. I'm co extrateral it's brand new. But I'm just trying to get into settings. That's what I want to do.
02:00
Speaker 2
all right. So, based on the information that I gather here, sir, with this Lexis router that you have and with this model number, upon checking, this device was already part of end of life and end of support device. It means that we don't provide technical support for this device anymore. And also, we don't manufacture this device anymore and no updates further. So, since you're already input the username and password but it still it doesn't work. What I can highly suggest you sir is for you to reset this router and then try it again for you to access the settings. One moment here, sir. [silence] Thank you. All right, so with regards to this here, it's easily for you to just set it up. You just need to press and hold the reset button for 20 seconds, and then connect your device to the default.
03:00
Speaker 1
Um, uh, I have the serial number. I have the Mac. I have the ownership ID. I have the device ID. I have the model number. And then I have linksys wireless G broadband router. What am I looking for? and that's on the bottom of it. Uh there's an FCC sticker. Is it on that? Like what does it look like the Wi-Fi name? h mm.
05:00
Speaker 2
the uh... wifi name will the uh... wifi name mobile mobile mobile mobile mobile mobile mobile mobile mobile mobile mobile mobile mobile mobile mobile mobile mobile mobile mobile mobile mobile mobile will the uh... wifi name it said SS ID can you see the SS ID? Yes sir I don't understand I yeah I don't understand I got
05:00
Speaker 1
S.S. I.D. Oh, okay. That's just Linksys, right? I, how do I how do I see the setup wizard? Is it on a computer? [silence] Okay. So, um, I
06:00
Speaker 2
yes go ahead send this so i will just send you an email instead on how to set it up so you just need to simply connect to that SSID once you are once you're done uh resetting the device then you will be routed to the setup wizard you will see that one sir yes if you use your computer or an i-pad then and you connect it to the default SSID of this router then you will be routed to the setup wizard after you reset [silence]
06:00
Speaker 1
I I pressed the button and hold for 20. Do I do I unplug it first or do I just press the button and hold it? All right and then I put in the new SSID. Uh So then with an iPad for it can I use a phone? All right so if I have a computer then um um I press the button and then is it going to show me this router as a the default? Yeah. Yeah. Yeah. Yeah. Yeah. All right and then? Okay. Okay. [silence]
07:00
Speaker 2
You don't need to. You just need to press and hold the button, sir. Much better if you have an iPad or a computer, sir. Okay. All right. Uh, yes. Okay. Yes. You just need to go to the Wi-Fi list on your computer or to the Wi-Fi settings on your computer and then go to the Wi-Fi list and find the Alexis name, um, under the Wi-Fi list. Okay. And just select the network. Just select that network.
07:00
Speaker 1
Hello?
08:00
Speaker 2
Yeah, once you select that network, sir, then you will be routed to the setup wizard. We're not gonna do-repeat. Check. I'm not.
08:00
Speaker 1
I I I i i i i [silence] Okay. All right. [silence] Um, so really, I need to buy a new one, I guess.
12:00
Speaker 2
Hello sir. Yeah, thank you so much for patiently waiting on the line. So sir, based on the record here. This router that you have sir, your router doesn't have a 5 GHz band. It's only 2.4 GHz sir. Since it's an outdated router, it's part of the legacy router of linksys. Yes sir. You need to purchase a new router to be able to access 5 GHz. But if you want, you still need to use a 2.4 GHz one to be able to transmit the internet fast, because any device that works on 2.4 GHz, we still want it to be connected. So you still need to put a password on it. Yeah, there are a lot of devices sir. That's also one of the differences of 5 GHz and 2.4 GHz is that 2.4 GHz can be used to a lot of devices, but not all modern devices exist on 5 GHz band that's why we want to stand alone your 5 and 2.4 GHz. Yes sir. But we can't guarantee that. [silence]
12:00
Speaker 1
okay thank you very much.
13:00
Speaker 2
Wi-Fi 6 and Wi-Fi 7 available already.
13:00