V2 Rubric Detail — bcf8bd4a-7ec1-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 13:49
Duration
12m 24s
Contact
845-988-6058
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#EOS00136849
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership2.00/5
EscalationN/A
Customer Exp2.50/5
Overall24.7% (-31.3)

V2 Grader Summary

The agent did not perform any troubleshooting and simply advised the customer to replace the end‑of‑life router, offering only an email of generic steps. No ownership, proper diagnostics, or accurate technical guidance were provided, resulting in an unresolved issue.

V1 Case Analysis

Customer reports missing custom SSID; only default network name appears. Agent did not collect model number, incorrectly labeled device as end-of-life, and offered no troubleshooting. Promised email with generic steps and suggested router replacement.

Troubleshooting Steps
  • Requested serial number
  • Asked for ISP name
Key Observations
  • Agent never asked for or recorded the router model number, a critical protocol failure for product support.
  • No actual troubleshooting (reboot, admin UI check, SSID verification) was performed despite a clear, common issue.
  • Agent prematurely and inaccurately declared the device 'end-of-life' and unsupported without any model or warranty verification.
  • Agent provided factually incorrect technical explanation: routers do not automatically revert to default SSID due to ISP upgrades.
  • Customer name 'Craig Thompson' was confirmed at [10:00] and [11:00] but not documented in initial grade.
Positive Highlights
  • Polite and professional tone throughout the call.
  • Asked for serial number and ISP information, showing attempt to gather basic details.
  • Offered to send an email with troubleshooting guidance, providing a self-help path.
  • Confirmed customer's name and email address accurately at [10:00] and [11:00].
  • Did not talk over the customer and allowed them to describe the issue fully.
Agent Errors / Gaps
  • Missing collection of product model number — a required field for product support (PROTOCOL failure).
  • Failure to perform basic troubleshooting steps for missing SSID — reboot and admin UI check are standard first steps (ACCURACY and EFFICIENCY failure).
  • Premature and unsupported claim that the device is end-of-life and no longer supported — no model or warranty verification was done (ACCURACY and PROTOCOL failure).
  • Inaccurate technical explanation: claimed the router 'cannot cope' with ISP software upgrades and that this causes SSID to revert to default — this is not a documented behavior and contradicts KB guidance (ACCURACY failure).
  • Did not verify or document warranty status — stated support eligibility without evidence (PROTOCOL failure).
  • Misidentified support domain as 'Lexus router' at [06:00] — likely ASR artifact, but agent repeated 'Lexus' unprompted, suggesting possible confusion (ACCURACY risk).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue or achieve any technical outcome; only suggested purchasing a new router and offered to email troubleshooting steps, but the customer's lack of internet and missing SSID were never resolved.
R2 Not Met Diagnostic thoroughness conf 95%
Agent performed no diagnostic steps (no reboot, no admin‑UI check, no Wi‑Fi settings review) despite the customer describing a missing network name.
R3 Not Met Correct resolution path conf 94%
Agent declared the device end‑of‑life and recommended replacement instead of providing best‑effort troubleshooting for an out‑of‑warranty unit.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent did not ask targeted questions about the router’s LED status, firmware version, or local admin access; only asked for ISP name and serial number.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (remote session, router web UI, speed test) were used; the agent relied solely on a generic recommendation.
T3 Not Met No misinformation conf 92%
Agent claimed the missing Wi‑Fi name is due to the router being outdated, which is not a technically accurate cause of the symptom.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent kept the conversation moving and asked for serial number, but did not set clear expectations or guide the customer through any troubleshooting flow.
C2 Met Confirmed understanding conf 93%
Agent used plain language, avoided jargon, and repeated the request for the serial number, matching the customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent shifted responsibility to buying a new router and did not take ownership of fixing the current connectivity issue.
O2 Met Proactive follow-through conf 94%
Agent promised to send an email with troubleshooting steps within three to five minutes, giving a concrete next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the situation.
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 90%
Agent offered a brief apology but did not explicitly acknowledge the customer's frustration or repeated effort.
X2 Met Tone & rapport conf 92%
Agent maintained a calm, steady tone and responded directly to the customer's statements.
X3 Not Met Overall experience conf 93%
Customer had to repeat the serial number and received no immediate assistance, creating unnecessary effort.
Call Transcript17 turns · 19 lines
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. We are currently experiencing higher than normal call volume, which may result in a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible. [silence]
00:00
Speaker 1
hi good morning thank you i'm calling because i um i'm having trouble with my internet and uh i'm just trying to you know find find the problem um i called my internet service provider they
03:00
Speaker 2
Hello, thanks for calling Linksys for support. This is Charm. How can I sssist you with today?
03:00
Speaker 1
said everything looks good on their end and i've unplugged the router unplugged the modem plugged everything back in and done a diagnostic test on everything and um you know everything on my end seems to be in order except for not having internet and uh one one thing that is um is a little strange is that when i go to my network uh when i go to like the settings on my computer and i go to the networks um you know it doesn't show it shows like the lynksys uh you know number that i have um the wi-fi name the number but it i did have a name for it and that name is gone and um uh yeah this is my computer and so that's the alex is showing up saying it's connected to whatever then there's this um wi-fi droothy that apparently somehow managed to be added and it's not connected to anything like that so the only the only thing that's not on the list it the only i'm guessing the only network that i'm connected to is that one that's right the one that's right there but it's not visible here that's weird so um as i said they they said everything was okay so there might be some other thing that i have to do on my computer to reset something or reconnect it or something but i don't know what that would be. So what, the detail. Yeah, that's right. It's not showing. Um, like if I go to Wi-Fi. Um, it has, you know, no network. This is, you know, the link just, which is one three eight two five. And it should be, uh, either 2.4 or 5 gigahertz. Um, you know, doesn't show that. It says connected, uh, but there's nothing. And then the known networks are one three eight two five. But it used to have a name. I, you know, I named it, it had a name and that is gone. Um, uh, you know, I
04:00
Speaker 2
Network is showing the default network like the old Wi-Fi name of the router is showing on the Wi-Fi list.
05:00
Speaker 1
I don't know if there's a problem um with um you know with the equipment or uh let's see. Let's see. Setup Wi-Fi to wirelessly connect to your Mac to the internet turn off Wi-Fi then choose a network to join. So I I I need uh I I'm I'm calling for help. Okay. Good. Okay. Uh the serial number is uh well hold on let me uh [silence] let me see [silence] it's right here [silence] it should be on this label right here oh there it is okay yeah uh the serial number is yes 00000 and that is the one attached to your vehicle please confirm yes um [silence] 00000 [silence]
06:00
Speaker 2
Yes, sir. All right. I do apologize with regards to your internet connection. But yeah, let's walk you through on how to do it. And let's see if...How can I access the patch centers? All right. Before we proceed, sir, can you provide the model number and the serial number of this Lexus router? [silence] Got it. All right got it. Thank you so much for providing me this information, sir. And also may know who is your internet service provider? [silence]
06:00
Speaker 1
They may have they may go by a different name. Let me see. It's a it's a it's WVT basically.
08:00
Speaker 2
that I can hide.([silence]So[silence]based on the record here sir with regards to the module number and the serial number that you provided to me, this device was already part of our end-of-life and end of support device, it means that we don't provide technical support for this device anymore and also no updated firmware and the security of this router is not so secure anymore sir. So what I can suggest first is to use the latest replacement of this router using modern technology which guaranteed the latest security features and firmware upgradek and which will also be easier in technical support.
08:00
Speaker 1
Okay. All right. Okay. So I would need, okay. And would that explain why the, the, um, name of my network is missing?
09:00
Speaker 2
It conveys to you is for you to purchase a latest router like a Wi-Fi 7. Since this router that you have was uh Wi-Fi 5. It was already outdated. So, if your modem or your internet ISP keep on upgrading, their software, this router cannot cope uh to that upgrade anymore, sir. Maybe that's the reason why it keeps uh disconnecting to your network. Yes, that's why um it goes back to its default setting. It's rebooted um manually. But if you still want to use this router, sir, what I can do is I could send you an email instead about how to troubleshoot it yourself.
09:00
Speaker 1
and would that help it to work again? Okay. I mean, at least, yeah, at least temporarily. I mean, I did like a diagnostic test on it. and it said call AppleCare, which seemed ridiculous to me, but does that make any sense? Okay. Okay. Oh, yes. Let's see. C CRAIG Ghompson at gmail.com. [silence]
10:00
Speaker 2
it might or may not work server I cannot guarantee you that one since this is the old router anymore yes yes I understand that one yeah but um let me send it to your email and you can try to troubleshoot it yourselves just follow the instructions can you provide me your email address yes so that I can send emails
10:00
Speaker 1
cc Craig Thompson. Like, that the initials, see Craig Thompson? Yeah. Oh, okay. So, alright. So, um, so we're, we're, you're, we're finished talking. Thank you for helping me. And uh, so you think it's just the equipment then is done? Okay.
11:00
Speaker 2
Okay, I do apologize. Can you repeat that one again, sir? Oh, it's Craig Thompson at gmail.com. Craig Thompson, got it. Got it. So expect an email from you, sir, within three to five minutes after we end the call, all right? Yes, sir. Yes, sir. It's already outdated and it's not so secure
11:00
Speaker 1
Okay, that's, that's, that's good. That's uh, you know, that's an answer that makes sense. You know, everything else seems to be, you know, good. So, all right. Well, thank you. I, I appreciate your help then. And I'll look forward to your, I'll look forward to your email. Yeah. Thank you.
12:00
Speaker 2
yes thank you so much also sir you're welcome
12:00