V2 Rubric Detail — bad04360-7496-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 15:16
Duration
5m 48s
Contact
Skyler
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00135326
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wi-Fi Issues_EA8100v2
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall20.6% (-23.4)

V2 Grader Summary

The agent failed to conduct meaningful troubleshooting, jumping from minimal inquiry to a factory reset recommendation while introducing paid support and disconnecting. No resolution was achieved, and the customer was left without guidance or ownership. Despite correct identification of a possible fix, the lack of diagnostic process, tool use, and follow-through results in an unresolved case with critical gaps in resolution and ownership.

V1 Case Analysis

Customer reports Wi‑Fi SSID visible but cannot connect. Advised factory reset; informed router is out of warranty and offered optional paid support. No further action taken.

Troubleshooting Steps
  • Confirmed Wi‑Fi SSID is visible but connection fails
  • Suggested a full factory reset of the router
  • Informed customer of out‑of‑warranty status and optional paid support
Key Observations
  • Agent did not obtain the router's serial number despite asking for it.
  • Agent declared the device out of warranty without verification or lookup.
  • Call ended without confirming whether the customer would perform the reset or needed further help.
  • No follow-up or callback was scheduled despite unresolved issue.
  • Agent did not confirm access to a computer/laptop before recommending reconfiguration steps.
Positive Highlights
  • Correctly identified the Wi-Fi connectivity symptom — SSID visible but connection failing.
  • Provided the correct support URL (support.linksys.com) for self-help resources.
  • Suggested an appropriate troubleshooting action (factory reset) for a persistent connectivity issue.
Agent Errors / Gaps
  • Missing serial number collection — required for warranty verification and case documentation.
  • Unverified warranty status assumption — agent stated device is out of warranty without confirming via lookup or serial number.
  • No confirmation that the suggested factory reset was performed or understood by the customer.
  • No clear next-step or follow-up arrangement — call ended abruptly after offering paid support.
  • Failed to verify customer has a computer/laptop for reconfiguration, which is critical for EA8100V2 setup.
  • Poor call control — allowed customer to drive the conversation without structure or clear next steps.
  • Inadequate closure — did not confirm understanding, next actions, or offer self-help resources beyond the general support site.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggests factory reset but ends call without confirming resolution or guiding execution.
R2 Not Met Diagnostic thoroughness conf 97%
Only reboot and factory reset mentioned; no diagnostic steps like password check, signal test, or admin interface attempted.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identifies out-of-warranty status and offers self-help resources, but introduces paid support before attempting meaningful troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Symptom identified (SSID visible, can't connect), but no root cause investigation—no questions about password, MAC filtering, or recent changes.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools (e.g., remote access, admin UI at 192.168.1.1) despite issue being diagnosable via router settings.
T3 Partially Met No misinformation conf 91%
Factory reset is a valid last-resort step, but agent incorrectly assumes OOW status without verifying via serial lookup and calls EA8100 'EZ mesh' (unsupported by KB).
Communication
C1 Partially Met Clear & professional language conf 90%
Sets expectation of factory reset and mentions payment, but ends call abruptly without managing transition or confirming understanding.
C2 Partially Met Confirmed understanding conf 89%
Uses polite language but does not adapt to customer’s apparent confusion or verify comprehension of next steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Offers paid support and disconnects without taking ownership of the resolution path or arranging follow-up.
O2 Not Met Proactive follow-through conf 96%
No clear next steps, timeline, or follow-up commitment provided—customer left to self-resolve.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue was within scope for L1, though poorly handled.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Polite tone maintained, but no acknowledgment of customer’s frustration or repeated troubleshooting attempts.
X2 Partially Met Tone & rapport conf 87%
Neutral tone, but no adjustment to customer’s pace or confirmation of understanding during key instructions.
X3 Not Met Overall experience conf 95%
Customer required to provide model/serial, then directed to paid support—adds effort without reducing barriers.
Call Transcript12 turns · 12 lines
Speaker 1
right?
00:00
Speaker 2
Welcome to lynx's 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.linksist.com. Please have your device serial number ready. For assistance, press 1 now. For out-of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of warranty product, paid support options may be available depending on the issue. [silence] Hi, thank you for calling lynx. My name is Ven and I'll help you today.
00:00
Speaker 1
To the Wi-Fi on any device, and I restart it and plugged it back in. Yeah. I've unplugged it, restarted all of my devices. Um, I've unplugged it a couple of times, unplugged everything from it, and plugged it back in. And that's it. Uh, I actually don't know how to check that. Okay.
01:00
Speaker 2
When you mention [inaudible] connection, the Wi-Fi is there, but it you can click it on it, but it won't let you connect to it. I see. [silence] What other steps have you done besides rebooting the unit? Mhm. all right. I see. [silence] What's the model of your [inaudible] router? [silence] The model of the router should be located either the back or at the bottom of the unit. [silence]
01:00
Speaker 1
do you need the model number? EA8100V2-28N20M19A03833
02:00
Speaker 2
yes. what's the model number? Thank you so much for that one. can you also provide me with the serial number?
02:00
Speaker 1
Yes. Uh, this is Skylar. It's not under my name. It's probably under my mom's name. But, she's at work, so.
03:00
Speaker 2
28, 20 M 19 8:03 a.m. May I ask to whom am I currently speaking to? All right. Thank you so much. Let me quickly double check everything on my end. All right. Thank you so much for patiently waiting Skyler. So in regards to the current connection, as you mentioned, the wifi name is showing up. You can see the wifi name and when you try to click it, it's unfortunately not letting you connect to it.
03:00
Speaker 1
Okay, that's holding the red button in on the back, right? [silence]
04:00
Speaker 2
And... you've already rebooted every devices, you also included your router just to be sure but still giving you the same issue. I do have to set expectations, the next step that you might need to perform is a complete factory reset. Since there's a possibility that the unit may be stuck, or may not have rebooted properly which may have caused due to its firmware. That's why a factory reset is a needed troubleshooting step that needs to be done, so the unit can be working again. In other words, you need to factory reset the router and set it back up from scratch treating it like it's your first time having the router, so that it can properly work again. Yes, but in terms of setting it back up, you need either a computer or a laptop for this specific model since this is what we call an EZ mesh which is on the older side. [silence] However.
04:00
Speaker 1
No, that's fine. Um, thank you.
05:00
Speaker 2
Before any further troubleshooting, may also start with the router. I do have the expectations, Kyler, that the router is no longer in warranty, which entails it's no longer eligible for free assistance on our end. However, needless to say, all troubleshooting guides for it is completely available and accessible on support.linksys.com. For further troubleshooting through the phone, it does entail a $[REDACTED_PAYMENT_DIGITS] payment, which is completely optional, if you do wish to proceed. All right. once again, thank you so much for calling Linksys. Well, take care and have a great day. Buh-bye for now.
05:00