V2 Rubric Detail — b58ebb10-7a14-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 15:01
Duration
8m 24s
Contact
Mary Jauert
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#EOS00136181
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_E5400

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
Escalation5.00/5
Customer Exp3.57/5
Overall39.6% (-20.4)

V2 Grader Summary

The agent failed to provide meaningful troubleshooting, citing end-of-support status as a reason to stop helping, which contradicts the OOW best-effort standard. While the technical information provided (regarding password storage and computer settings) was accurate, no diagnostic process was followed and no tools were used. The customer was left with an unresolved connectivity issue.

V1 Case Analysis

Customer unable to connect phone, iPad, and Fire Stick after power outage; forgot Wi‑Fi password. Agent advised checking the password on a connected computer via OS network settings.

Troubleshooting Steps
  • Collected device serial number and basic contact info
  • Checked internal support status and identified the unit as end‑of‑support
  • Advised customer to view the Wi‑Fi password on a still‑connected computer
Key Observations
  • Agent did not attempt basic router troubleshooting (power‑cycle, verify Wi‑Fi status, reset password via router UI).
  • Agent declared the device end‑of‑support without confirming the exact model, which may have limited the assistance offered.
  • No confirmation was obtained that the suggested step resolved the connectivity issue.
Positive Highlights
  • Collected serial number and contact information promptly.
  • Maintained a polite and professional tone throughout the call.
  • Provided a clear, actionable self‑help step for the customer.
Agent Errors / Gaps
  • Failed to perform standard Wi‑Fi troubleshooting steps (e.g., power‑cycle router, check LED status).
  • Assumed end‑of‑support status without verifying model or warranty details.
  • Did not verify whether the password check resolved the problem before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome; customer still could not connect devices and was left to self-troubleshoot without confirmation of success.
R2 Not Met Diagnostic thoroughness conf 97%
After identifying the device model, agent immediately declared end-of-support and offered no diagnostic steps (e.g., power cycle, check admin UI, verify password on router label), halting troubleshooting prematurely.
R3 Not Met Correct resolution path conf 96%
Even if device is out-of-warranty, agent should have provided best-effort troubleshooting (e.g., checking password via connected computer, router login, or reset); instead, support was denied solely due to EoS status.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No root cause investigation: agent did not ask about LED status, recent changes, or whether the password was changed, nor did they explore if the issue was device-specific or network-wide.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any tools (e.g., guide customer to http://myrouter.local to view current password, check connected devices, or reset settings), despite having a connected computer available.
T3 Met No misinformation conf 93%
Agent correctly stated that Linksys does not store Wi-Fi passwords and that a connected computer can reveal the network password — both factually accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent set a brief expectation for data entry but failed to structure the call, with long silences and no clear transition into troubleshooting; call lacked direction after initial greeting.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple language but did not adapt to customer’s frustration or confirm understanding of the suggested step; communication remained transactional and scripted.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent stayed on the call and did not transfer, but ownership was minimal — no proactive follow-up offered, and case was closed after one suggestion without verifying resolution.
O2 Partially Met Proactive follow-through conf 88%
Agent provided a next step (check computer network settings) but gave no timeline, no verification plan, and no offer of further assistance if it failed.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
No escalation was warranted — the issue was basic connectivity, resolvable with best-effort support, and did not involve hardware fault or legal/complaint triggers.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was required given the nature of the issue.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent opened with an apology, used polite language ('ma’am', 'thank you'), and remained courteous despite customer’s visible frustration.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a formal tone but did not adjust pace or check comprehension; customer was left to infer how to find the password on the computer.
X3 Partially Met Overall experience conf 87%
Agent avoided re-asking known info but placed full burden on customer to locate password independently, without guiding them through the actual steps on the computer.
Call Transcript14 turns · 14 lines
Speaker 1
Hi. I am having trouble with, well, we had a power outage, and the computer came back up, you know, just like it never went out, but, but my phone, my iPad, and the Fire Stick TV won't get back online, and I, you know, unplugged everything and plugged it all back in.
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. I thank you for calling Linksys technical support. This is Rio. How can I assist you for today? [silence]
00:00
Speaker 1
Uh, And the Compaq sure comes up and works, but my three other, uh, devices will not connect, and it says, try the password again. Well, I'm putting in the right password, but... so, when I disconnected everything, um, it was telling me what to do, you know, I went online. And I might have done something, and put the wrong password in and accepted it or something, I don't know. But can you check to see what the password is, please? And then... Yeah, let me see, where would it be on the bottom? Oh. [silence]
01:00
Speaker 2
oh, I apologize, Ma'am, just to set proper expectations, we don't have any uh credentials in terms with your password for your Wi-Fi. But I can try to walk you through on how you can check your password. But can you tell me uh what's the serial number for your Linksys device, please, so I can check. Yeah, that would be in the bottom of the Linksys device. There will be a sticker.
01:00
Speaker 1
Let's see. I don't. Is it the top one? I don't have my glasses on. Oh, SN? Okay, here it is. SN 30 N10. Shoot, I got to get my glasses. Damn it. Can you hold on a minute?
02:00
Speaker 2
it's just at the bottom, there will be a label there in the sticker Saturday. Yes. Sure, ma'am.
02:00
Speaker 1
[silence] Okay. It is SN 30N10 the letter C as in Charlie 68912973 Spectrum and I've talked to them they're the ones that gave you your number. Yes.
03:00
Speaker 2
all right check now, let me check. Maynou, by the way, ma'am, who's your Internet service provider. All right. Mm-mm. Mm-mm, okay. Uh, is this the first time you called Linksys. All right. In order for us to provide you uh guidance or an assistance. Let me create
03:00
Speaker 1
So it's Mary Joe JOWert. J-A-U-E-R-T MJ J-A-U-E-R-T G-M-A-I-L. yeah
04:00
Speaker 2
to create a record for you in the system. May I know your first name and last name please? How about email address? All right. Can you give me just three minutes? Let me just fill in everything first in the system. Just bear with me. Thank you.
04:00
Speaker 1
Okay. Where do I go to do check that? Just in settings?
07:00
Speaker 2
So, ma'am, by the way, I double checked the device that you have here and unfortunately, ma'am, uh based on our records here, the device that you have is already part of our end of support devices, meaning to say, aside that the devices not have any more firmware updates, uh we no longer provide technical assistance because, uh we don't have any documents that we can use so we can provide you an assistance. However, in your case, um I can only provide you information since your computer is still connected to your Wi-Fi, you can definitely check your uh computer uh to the settings of your computer or the Wi-Fi connection and then check if the Wi-Fi, uh the Wi-Fi password will show. That's the only option that I can provide to you. [silence] Um, yeah, settings and network settings.
07:00
Speaker 1
Okay, I'll do that. Good. Thank you so much, and then I can change it if I need to. Yeah, thank you. All right, thank you. Bye-bye.
08:00
Speaker 2
Okay. Yes ma'am. Yeah thank you so much for your time and this is Rio again form linkSC's. Bye bye.
08:00