V2 Rubric Detail — b5fb0fe6-6906-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 22:08
Duration
28m 13s
Contact
Satnam Lehra
Issue Type
Router Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.07/5
Overall24.9% (-11.1)

V2 Grader Summary

The agent failed to resolve the issue due to incorrect technical guidance, skipped required non-destructive steps, and did not verify success. Despite owning the call and not transferring, poor communication and lack of follow-up steps resulted in an ownership gap. Critical errors include misstating password behavior and skipping Recovery Key, which is mandatory per protocol.

V1 Case Analysis

Customer unable to complete setup wizard on EA5315 (out-of-warranty). Agent offered paid support but gave incorrect password guidance and did not confirm internet connectivity post-reset. Serial number not collected.

Troubleshooting Steps
  • Verified device model (E5315) and out-of-warranty status
  • Processed paid-support transaction ($15)
  • Guided customer through factory reset and Wi-Fi reconfiguration
  • Incorrectly advised using same password for Wi-Fi and router admin access
Key Observations
  • Agent provided materially incorrect technical advice: claimed router admin password equals Wi-Fi password, contradicting EA Series KB (ea_series_password_login.md).
  • Failed to collect product serial number despite out-of-warranty status requiring verification.
  • Did not confirm internet connectivity or successful completion of setup wizard post-reset.
  • Call ended with unresolved dependency on reconnecting a car wash device.
Positive Highlights
  • Correctly identified device as out-of-warranty and offered paid-support option.
  • Processed payment securely and guided customer through factory reset.
  • Collected customer name, email, and confirmed modem/router connection (yellow WAN port).
Agent Errors / Gaps
  • Materially incorrect technical advice: stated router admin password is the same as Wi-Fi password (KB violation for EA series).
  • Failed to collect product serial number despite out-of-warranty support context.
  • Did not verify internet connectivity or confirm successful setup completion post-reset.
  • No case number created despite paid support transaction.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirms internet connectivity or successful resolution; call ends without verification that the customer is online.
R2 Not Met Diagnostic thoroughness conf 92%
Agent skips non-destructive Recovery Key step and jumps straight to factory reset without attempting password recovery; minimal troubleshooting beyond cable and LED check.
R3 Not Met Correct resolution path conf 90%
Agent correctly identifies OOW status but fails to follow correct protocol by skipping the Recovery Key method, which is required before factory reset on supported models.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent asks about modem connection and LED status but does not identify the root cause of the setup wizard loop, treating it as configuration rather than a login/password issue.
T2 Not Met Appropriate tools / resources used conf 93%
No use of required tools: Recovery Key procedure not mentioned, no local login attempt, no IP verification; agent proceeds directly to reset without diagnostic steps.
T3 Not Met No misinformation conf 95%
Agent incorrectly states admin password is same as Wi-Fi password (false for E-series); confuses model numbers (E5315, E5350, E553) — all materially inaccurate per KB.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintains basic call flow but has long silences, unclear transitions, and fails to control the narrative when customer becomes confused.
C2 Partially Met Confirmed understanding conf 84%
Agent uses simple language but does not adapt to customer’s confusion or check understanding; repeats vague prompts like 'where are you at?' without clarity.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owns the case throughout, does not transfer, and continues troubleshooting despite OOW status and payment requirement.
O2 Not Met Proactive follow-through conf 94%
No clear next steps or timeline given; agent does not commit to follow-up or explain what to do if issues persist after reset.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent shows basic courtesy and says 'I'm sorry' but does not acknowledge customer frustration or effort in restarting device.
X2 Not Met Tone & rapport conf 90%
Agent uses repetitive, flat tone; multiple silences and unclear instructions leave customer disengaged and confused.
X3 Not Met Overall experience conf 95%
Customer repeats name, email, and issue multiple times; agent re-asks for information already provided, increasing customer effort.
Call Transcript44 turns · 51 lines
Speaker 1
Hello? Wake? The So I wanted to see if you guys could help me out. I just called a little bit ago to see if I could get help restarting my router. Just so it said I could use the wireless on the on my laptop. The only thing is I went ahead and restarted it and everything and it's
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 pay 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. Thank you for calling Linksys. This is Ephy. How can I help you?
00:00
Speaker 1
So, show me, um, I followed everything on the on the email that they sent me, and only thing is asking me for a password, it says, Wi-Fi settings, do I need to change the password, or what is that for? It says, see person ahead, your Wi-Fi network by changing your network name, and your password settings below, make sure to use yes, okay, so so if I don't want to, what could I do? I just put back. What do I press back? I just it's cuz it just says cancel. So, I just press cancel? Or I just go on the message? Okay, but right here, it tells me back next cancel. So, I just press cancel? Next. Okay, so it's telling me to put a password no matter what. Yeah, it's asking me for the Wi-Fi settings to change the password. So that's press next, then it still it just wants me to
01:00
Speaker 2
[silence] Yes ma'am. Ah, yes. You have the option to change the default settings. the Wi Fi name as well as the password. So it's up to you. You can just keep it. [silence] Uh you can just leave it the same. Just the same. No need to change it. Just hit next. Next. Yes ma'am. What password?
01:00
Speaker 1
. We've tried to put a password for this. to change if you're personalized to, Wi-Fi network by changing. But I don't want to change anything. I could just leave it like that. I'm totally okay with that. Oh, can I just press back? I don't want to mess up. That's what I'm trying to say. I have the option of. I believe so. So, um. Okay, let me turn it on my phone. Let me log on to it. I'll just I don't want to mess. Yeah. My name is Tina. Asca. G-A-S-C-A [silence] Ha. [silence]
02:00
Speaker 2
Maybe it's asking for the router password or something. Is it working right now? I mean, are you, are you able to go online right now? Because if you're online, you can just cancel the, you know, the setup wizard. I'm sorry, uh I wasn't able to get your name, ma'am. Can I have your name? Tina, last name? How do you spell it? G a S CA. Okay. Let me just, uh, check if I can pull up your record here. uh, oh, um let's see, uh, can I also have your email address ma'am, uh, how do, uh can you spell it out for me, uh, is it L A T G, silence, is it uh, L A T underscore L L C at gmail. So that's Solid D or code. uh A M E N a t S g m l dot com.
02:00
Speaker 1
A.M. like in the morning, A.M. P.A. Looks like this is what it is. Yes, correct. Mhm.
04:00
Speaker 2
yes. AM PM. okay. okay. all right. uh I checked the email address ma'am and is this under sat num let's dara. okay.
04:00
Speaker 1
[silence] So right here, it tells me the Wi-Fi network is not connected to the internet.
05:00
Speaker 2
Okay, so you have an E5315, okay. So if it's actually working, ma'am, and you don't want to personalize the settings. You can just close the wizard, the set up installation wizard and since you're online, you can just go on with your internet.
05:00
Speaker 1
Yeah, that's what it says. The website network Linxies is not connected to answer. Yeah, I just did it on my phone. How? Hey. How are you? So can I get a... It's all right.
06:00
Speaker 2
Okay. Your Wi-Fi network is not connected to the internet. Okay. Well, probably, ma'am, the Linksys router is not configured properly and that's the reason why you're getting that error message. The Linksys is not communicating with your modem. Okay. And based on our system here, your E5350 Linksys router, ma'am, is already out of warranty. Okay. So, I believe the previous technician already mentioned that to you. So, it's no longer covered for free technical support. So, if you want us to walk you through the process, ma'am, there will be a fee for the service.
06:00
Speaker 1
Okay. Do you guys uh do come out as long as we take you guys a fee or how does that work? There's only two or two. Or it's only through the phone. through the phone? Okay. Uh huh. Okay. one second, let me just go ahead circle it. [silence]
07:00
Speaker 2
We will walk you through the process over the phone. Yes, ma'am. We don't offer onsite technicians. So $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting and the service ma'am is non-refundable. Okay. [silence]
07:00
Speaker 1
He said it was 15, right? Okay, then, um, yeah, we can do that. We should um go ahead and pay the fee. Mhm.
08:00
Speaker 2
Yes, ma'am. 1-5. [silence] Okay, so you will go for the paid connection service? All right. Okay, so your internet provider is Spectrum, right? Okay. All right, so how many wireless devices you have in there, ma'am? Do you have like a laptop or a desktop available?
08:00
Speaker 1
Yes, the laptop I'm trying to connect to, then, yeah. Okay. I'm going to just put it on a little place. Yeah
09:00
Speaker 2
Okay. okay. Okay. All right. So, let me just process first the transaction. Just give me one to two minutes. Okay. So, for your security ma'am um I'm going to stop the recording. So please get ready your credit card information now. All right? Because we will process the transaction before we can start the troubleshooting. Okay? All right. Okay. So, what type of credit card are we going to use for the transaction?
09:00
Speaker 1
Yeah, sorry. Just give me one second. I'm just looking for this real quick. I'm looking for, okay. It's, it's gonna be a, I don't know, I need to get an extra plane. What is this? [silence] Isabella? Hello? Statnam. STATM. Satnam. Satnam. S. L a RING. 4798. 5103, 1848, 4892, 327. I think I'm going to. I think I'm going to. Was there something along with the car? What's wrong with this? Watch where you're going. goes, because the city does not have to have been .
10:00
Speaker 2
All right. So I just sent you the copy of the receipt. So again, ma'am, this service is nonrefundable, okay? So since your device is already out of warranty. So if ever the device is deemed to be defective, we can no longer have that replaced. All right. So I'm going to resume the recording so we can stop the - I mean, we can start the troubleshooting. All right, can you hear me okay? Okay. All right. So let me verify first your cable connection. Do you have your Spectrum box connected to the Internet port of this Linksys router? The Internet, ma'am, is the yellow port. Is it connected to that yellow port? Okay. All right. We'll just have to reset this device to factory defaults. Okay.
13:00
Speaker 1
Um, yeah, that's the one I'm using. No, it's, um, well, I already tried to do the wired but it didn't work. It's green. All of them are green.
14:00
Speaker 2
so, uh, before, we will reconfigure it, uh are you able to hard wire the computer to the router, do you have an extra ethernet cable, so your laptop is hard wired to the Linksys or it's wireless, oh ok. All right, that's OK. So, can you tell me what is the, uh what's the light that's lit up on the Linksys right now? Is it blue? It's green. OK. So if you go to the wireless icon on your computer, do you see the linksys? Do you see the linksys network?
14:00
Speaker 1
... Yes, this is the one, but it's printlning up to right now. I'm just waiting one second for you to... OK, use that same search.... OK, sorry, the only thing that it's telling me to set up... it says, to set up wizard will help you to configure your router and get it connected.
15:00
Speaker 2
Okay. So it's connected. All right. Let me verify the uh IP address of uh that computer. So, do you see a search um option at the bottom? [silence] Yes. Go to search and type inN like Nancy.N for Charlie.
15:00
Speaker 1
your to the internet. You will be online in just a few seconds. So, I have to agree to that? That's the thing. I don't understand. So, I have to agree to it correct? Yes. Okay. So, it says, I have read and accept. It just says, the setup wizard will help you configure your router and get it connected to the internet. You'll be online in just a few seconds. So I've read and accepted the terms for using the software. To access the setup wizard again, you have to. [silence] I'll go back. Trying to get that to show up. Okay. [silence] No. Can you see me. No, on that page, no. I'm. I'm. [silence] Trying to click the loading. No, it just says next to cancel.
16:00
Speaker 2
Surely. Surely. Where are you at? [silence] Yeah. Yeah. Where you at? Where are you at? [silence] If I had at your house, say, so, like, if it stopped like before you got to the end of the manual configuration, I say that, you know what I mean? So like before you hit next, before you hit next, do you see that option manual configuration below? Yeah, the EULA. You're saying you don't see that EULA? That option. Uh not below where I'm clicking? Not where you're clicking, but below the end user agreement you don't see that option? [silence]
16:00
Speaker 1
yeah because all it says there is to actually set up please wait again you have to reset the device to factory settings i don't i guess i have to change the password that's what i'm i'm confused about so no matter what it says to change the password. Okay so now it wants me to change the password. yes. yes. yes. yes. yes. yes. yes. yes. yes. yes. yes. yes. yes. yes. yes. yes.
17:00
Speaker 2
Okay. All right. Let's just. Yes. Uh, yeah, that's all right, ma'am. Let's just, uh, agree to the license agreement. And then, um, okay. Yeah. You got to create the wi-fi setting. So, is it asking you to create a name or, yes, you really need to personalize that. We have no other, uh, option but to go through the setup. So, let's just, um, put in your name, or you can just type in their link. Yes. Yeah. Or your just your name, uh, Satnam.
17:00
Speaker 1
Okay. 44. okay. Can you set for the the other name? What should I do? The same thing setting them? five I think he said. Okay.
18:00
Speaker 2
and then you put two point four at the end. And then you just create a Wi-Fi password as well. same goes with the 5 GHz, your name and then you put five at the end. Um, for the for the Wi-Fi password, you may create the same Wi-Fi password for the two point four and the 5 gigahertz. man. Yes, and then five. Yes. Yeah. Yeah. set them five. [silence]
18:00
Speaker 1
Okay, so it says create admin password to access the web based setting pages of your E 553 routers. So have to put a new password? Just same thing I put.
19:00
Speaker 2
That is just, just use the Wi-Fi password, man. So, uh you won't. Yeah. So you that's the router password actually. So your Wi-Fi password and router password is just the same. So we'll just have to set it the same. So you won't confuse yourself for that.
19:00
Speaker 1
Okay, now it tells me, so it says, use your wireless menu on your computer device to set up the Bluetooth to reconnect. Setup will continue automatically. Okay, so now I just go back to the internet to connect. Okay, so now I just go back to the internet to connect. What does it say? It says, No, it just, it says cancel on the bottom. It just says connect to your network. Use the wireless menu on your computer or the device you set up to reconnect. So, so, so, So, so, I'm gonna come back. Okay, the phone's boring. Oh, no, [silence]
20:00
Speaker 2
You may save the settings. What did that say? Do you have next, or... No. Okay, I think that that saved your use the wireless menu on your device below, that it will continue automatically. So, um, yes, you need to connect first to your network, ma'am. So, click on the Wi-Fi icon and check if you see your new network now. The SAT NAMM 2.4 or the 5. [silence] Okay, so are you connected to your new network? All right. Now do you have next option there? Yeah, if it's asking you to register your product, you can just skip that option. And then it should say you're connected to the Internet. And then you can just click on done for that. Okay. Now, once you're connected to your new network
20:00
Speaker 1
[silence]
22:00
Speaker 2
Okay, no problem.
22:00
Speaker 1
I'm just giving you one second. I'm waiting for one page to load with Faye. but you could put amendments it's just not going through 30:10.988,30:13.228 Okay, and looks like they went through.
23:00
Speaker 2
Okay, so what is it trying to do now? Yeah, so just make sure that everything's connected. And yeah, if ever you need, just take a note of the wireless settings.
25:00
Speaker 1
it's letting me know on my registration, I don't when I reset it, the internet earlier now it's telling me car wash indication error. Is there any way that you could check that for me or no? The car wash is submitted. Yeah, the car wash one. Yeah, because once I restarted the the car wash the device, now it's letting me know right here, my car wash is not connected. The error indication. I don't know. It's 30. How can I look at that? I think I only have to listen to collect a real answer. I
26:00
Speaker 2
A way to check if the devices are connected, is that what you mean? Well, um, on the uh router settings ma'am, yes there is an option for you to check uh if the devices are connected. Um, you can go to configuration, if you still, if you still have the page open. I think you really need to reconnect your car wash. Cause remember, we've reconnect.
26:00
Speaker 1
So these $15 is just right now for us to have, correct? Just right now. Yeah. Okay. So if I needed to call you guys maybe like in 20 min, will I still get charged again or no? I'll keep this number. Okay, thank you so much. Okay. Okay. Okay.
27:00
Speaker 2
Ma'am you need to configure this device, you need to reconnect that device, man, because it's not it's not gonna connect automatically. do you need to re enter the password since you've changed the wireless settings. yes, yes, man, this is just for one incident for today. So if ever you need to call us back in the future, just give us your phone number so we can put up your record. Yeah, if it's gonna be a of course, um guess this is only good for a one-time incident and uh it's just good for one hour. Yes, ma'am.
27:00
Speaker 1
Thank you so much, I appreciate your help today. Thanks. You too.
28:00
Speaker 2
Okay. Alright. Thank you so much for your time. Ms. Lara, Sathnam. And this is Eppy from Lengsis. Thank you for calling. You have a good night then. Take care.
28:00