V2 Rubric Detail — bd1305ae-6456-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 22:58
Duration
70m 20s
Contact
Susan Adams
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00132849
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial setup

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+40.0)

V2 Grader Summary

The agent successfully resolved the customer’s Wi-Fi connectivity issue by diagnosing a password mismatch and guiding the customer through a 'forget and reconnect' process. All technical guidance was accurate, communication was clear and adaptive, and the agent maintained ownership throughout. The issue was fully resolved without escalation, meeting all primary and core indicators.

V1 Case Analysis

Assisted Susan Adams (MR7350) with laptop Wi-Fi connectivity; guided through forgetting network and reconnecting with updated password. Confirmed 'Connected and secured' status and internet access. Addressed intermittent red LED with generic explanation about modem instability but did not validate WAN connection.

Troubleshooting Steps
  • Confirmed laptop and PC were using wireless connections.
  • Instructed customer to forget the Wi-Fi network and reconnect with updated password.
  • Verified laptop showed 'Connected and secured' and could load web pages.
  • Provided a generic explanation for the red LED (possible modem instability) without WAN diagnostics.
Key Observations
  • Agent successfully resolved the primary Wi-Fi issue but failed to validate the fix by confirming sustained internet access beyond initial page load.
  • Red LED concern was dismissed with a vague explanation without checking WAN status, PPPoE credentials, or modem handoff — a missed opportunity for deeper troubleshooting.
  • No serial number collected despite being required for warranty and case documentation; agent relied solely on CRM lookup without verification.
  • Repeated filler phrases ('uh', 'okay', 'so') and long silences (e.g., [53:00], [59:00], [66:00]) disrupted call flow and reduced efficiency.
  • Agent repeated browser access instructions verbatim at [69:00], indicating lack of adaptation to customer context.
Positive Highlights
  • Correctly identified and resolved the root cause of Wi-Fi disconnection: outdated cached credentials on the laptop after password change via app.
  • Successfully guided customer through 'forget network' procedure, a standard and effective fix for credential mismatch issues.
  • Confirmed model number (MR7350) from system record and tailored advice accordingly.
  • Maintained polite and patient tone throughout, acknowledging customer confusion and providing reassurance.
  • Clarified that wired desktop does not need to reconnect wirelessly, preventing unnecessary troubleshooting.
Agent Errors / Gaps
  • Did not collect or verify serial number, violating protocol for technical support calls involving hardware.
  • Failed to perform basic WAN diagnostics when red LED was reported — no check of PPPoE login, ISP status, or modem connectivity.
  • Provided only a speculative explanation for red LED without offering actionable steps or escalation path.
  • Repeated full browser access instructions unnecessarily at [69:00], despite customer not asking for re-explanation.
  • Allowed long silences (e.g., [53:00], [59:00]) without explanation, reducing perceived control and efficiency.
  • Did not confirm whether the desktop was actually hardwired or just assumed based on partial information.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed laptop was 'connected and secured' and browsing successfully; issue fully resolved.
R2 Met Diagnostic thoroughness conf 96%
Agent guided customer through 'forget network' and reconnect process, which directly resolved the connectivity issue.
R3 Met Correct resolution path conf 95%
Issue was software/config-based (Wi-Fi password mismatch); agent provided correct troubleshooting without unwarranted escalation or dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified symptom (laptop not connecting), confirmed device was wireless, checked network status, isolated password as root cause.
T2 Met Appropriate tools / resources used conf 94%
No advanced tools needed; agent used standard KB-backed steps (forget/reconnect) appropriate for the scenario.
T3 Met No misinformation conf 97%
Instructions to forget network, reconnect, and use browser for router access are technically accurate per KB guidance.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, framed steps clearly, managed transitions, and closed call appropriately after resolution.
C2 Met Confirmed understanding conf 94%
Used plain language, avoided jargon, confirmed understanding, and adapted to customer’s technical level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and followed through on all commitments.
O2 Met Proactive follow-through conf 95%
Provided clear next steps: use browser for router access, reapply forget/reconnect if disconnected, app limitations.
O3 Met Closure confirmation conf 96%
Referenced customer record (name, email, model) and did not re-ask for information already provided.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 94%
Used polite language ('Thank you', 'You're very welcome'), remained patient despite customer confusion.
X2 Met Tone & rapport conf 93%
Adjusted pace, repeated instructions, confirmed progress, and matched customer’s communication style.
X3 Met Overall experience conf 95%
Avoided unnecessary repetition, used existing account data, and minimized steps by guiding directly to solution.
Call Transcript37 turns · 37 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For and 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. 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] right I thought I don't think I'll find anything else tanker. she's checking through here. Right, I doubt it. [silence] right. So when I know you said, have you need that car?
00:00
Speaker 1
Yes. I'm trying to hook up a new Lynx this router. I had a previous one and I was upgrading and I'm having some difficulties. So I I think I talked to someone earlier this afternoon.
53:00
Speaker 2
Thank you for calling link sys this is zappy. How can I help you? Okay,
53:00
Speaker 1
And the router's on. And it'sit's staying on right now, blue. But now I can't get my laptop to connect to it. I can't figure out how to get that done. well, the laptop, the pc, what I did is after uh, the other lady got me up and running, I transferred my other cables over to the new router. And that seemed to be okay. But I've got a laptop and a pc right now. I think I can get the others, the tablets and stuff done okay. But I was trying to get
54:00
Speaker 2
Yeah. hmm, hmm. Okay, so other devices are working, it's just your laptop. Okay. mhm. Okay, so. All right. So the your your only concern right now is the laptop it won't connect wirelessly.
54:00
Speaker 1
the laptop and the PC, yeah. Yes. you said J as in John? oh. yeah, yeah, that's right. Wow, well, here's what on the box, it says an AX1800 oh yeah, 7350, yes, [silence]
55:00
Speaker 2
your laptop and the computer all right, so I just pulled up your record, ma'am, this is Susan Adams, and email address is GSA at, it's in it's in the air, .net, Yes, J as in John, S as in Sam, A for Apple, at it's in the air, .net, okay, so you have an MR7350, correct? Yeah, based on our based on our record here, you're you have an MR7350. Yes, okay, so, all right Your desktop, is it plugged in to the Linksys, or it's wireless?
55:00
Speaker 1
I've got it wireless at the moment.
56:00
Speaker 2
So your desktop and your laptop are both wireless, right? Okay, so your PC is connected, but you're still unable to go online using your PC,, right? yeah. make sure that you have it, you have it plugged in to one of the numbered ports.. yeah, so your..
56:00
Speaker 1
So, I think that's working, but I, uh, on the website, well, it's an old, it's a Windows seven system, it's not showing me the name of the, uh, router on my PC. This, um, no, because I don't know. I don't believe so, because we we have a tower we work from. Yeah. Right.
57:00
Speaker 2
Okay. It's not showing the name of the router on which device? So your desktop is wireless capable. Is it does it have a wireless adapter too? Okay. Uh, yeah, because if it's hardwired, ma'am, um no need for you to connect to it wirelessly. Okay? Uh you should be able to go online using your your computer.
57:00
Speaker 1
Right. Okay. Hard wire in. Oh, okay. On my on my on my desktop I've got Internet, so I think that's okay. But my laptop is wireless at the moment.
58:00
Speaker 2
Routers right away, if you open up any websites. Yeah, if you open up any websites, you should be able to open the the the sites. Okay. Um, so no need for you to connect to the network using your desktop since it's hardwired. So, you can, um, you you you just need to do that with your laptop and other wireless devices. Like phones. So, um, what do you mean it's not, what do you mean it's not showing on the desktop? The name is not showing on your desktop. Boy. Yes, kuz, uh, yeah, you you don't need to connect to the network since your desktop is actually hardwired. So, yes, so if your laptop is wireless, can you go to, um, can you check the [silence]
58:00
Speaker 1
correct. yeah, and I've tracked, I'm on the internet connection. and when I pull it up, I do see the Linksys set up 685. and there's a box that can be checked. go ahead. yes. Let's see. No.
59:00
Speaker 2
wireless icon on your laptop. [silence] I think it's located at the bottom right. [silence] the link status setup is checked. It does have a check mark. Okay. But when you open up internet [silence] I mean, when you open up a browser, you're unable to? It's not loading? [silence] Okay. Let me just check the PA address of the laptop, ma'am. So, what's the operating system? [silence]
59:00
Speaker 1
Windows 10, Windows 10 now, yeah. Uh you mean on -oh-uh type here to search? Yeah. Okay. Okay? Okay. Go ahead. C P P A for Apple.orgc. C T L for Lima. Okay. Enter.
60:00
Speaker 2
uh, some of that laptop is there running on Windows?
60:00
Speaker 1
okay, network connections. And it says, uh, ethernet Network cable unplugged and Wi-Fi, not connected. Yeah, I have, I have a status but it is not highlighted. I can't it's grayed out. I have a connect, connect, disconnect. Yeah. Okay. cause I, but I see I also had that when I clicked on the initially clicked on the Wi-Fi icon.
61:00
Speaker 2
did you get something okay can we right click on Wi-Fi and do you have status options it's grayed out okay so what are the options when you right click on Wi-Fi do you have connect slash disconnect okay let's click on that one yeah click on connect slash disconnect mm
61:00
Speaker 1
Okay, I did. And the links is set up. 685 comes up in one other, a hidden network comes up to someone else apparently. Okay, I've clicked on that. You know, I don't. No, I don't. Well, oh here, yeah, I right click on it and I can do a forget. Okay, I did. I did that. It wants it goes to it goes to the other one. Okay, okay. Okay. Okay. Oh, okay. Now it wants me enter to enter a password.
62:00
Speaker 2
Okay, please click on links to set up. and do you have the option to forget network or when you click on it? Can you right click right click? Okay, let's forget it first. And then let's try to connect it again. So, select the network again and hit connect. password. Yes. So, I believe it has a password.
62:00
Speaker 1
I did, and I'll tell you, I went, let me, I went, I had gotten into the Linxis website for the app for the, for this router, and I changed it. So, and I'll use the one that I changed it to and see if that can work. I thought it did. Yes. Uh, let me check. [silence]
63:00
Speaker 2
Is that, okay, I believe you're still, did it save the settings when you, when you change the password or? Okay. Let's just try your old password first. Try your old password. I mean, I think it's underneath the router. You have the password there.
63:00
Speaker 1
Okay, let's see, okay. Oh, hey, now wait a minute. I I did type in my, okay. I did type in, you know, a a new password and I had just typed that in and it has taken that. it says it does say connected and secured so that did take it. Let's see. Uh,
64:00
Speaker 2
Yes? It took it. It says connected and secured. Okay, very good. Now, check first if the laptop is online.
64:00
Speaker 1
Well the icon says it is but let me do a check here. Okay. It's yeah, it's it's uh bringing up pages when prompted. Okay. That's that seems to be working. Okay. Yeah. That's online now. Good. What? Yeah. That's right. Right. Yeah. So, let me I've got one other question. Um went while I was waiting here. Um I had the the Wi-Fi was [silence].
65:00
Speaker 2
OK, that is online. OK. OK. Yes. So it seems that, yeah, you've actually changed the password. So just take note of that password, ma'am, because you really need that password with your other wireless devices. Yes. OK. All right, So, Sure. [silence] OK. Alright, So.
65:00
Speaker 1
[silence] on the router was on blue, but then it went red for some reason. [silence] So, and I lost my connectivity with stuff. So I I just shut it off and waited a while, five minutes or so, and then turned it back on. And it was on for a while. [silence] it went to blue, and then maybe five minutes later, it went red. So I shut it off again, and I and I turned it on here, maybe about five minutes or so before you came back on. And it's been blue, blue now. I don't know why it was going red. What what does red mean? [silence] Okay, we're
66:00
Speaker 2
Mhm. Out. Mhm. [silence] Mhm. Okay. Um if uh the modem actually has unstable connection that goes the same with your Lynx's router. Okay. So you're really yeah.You also need to specifically connect with
66:00
Speaker 1
OK, because we're direct wire into, we're a line of site, uh, Wi-Fi and we're wired into the antenna. So, OK. That, well that helps me out, explains a little bit about that, because I've been working some with, uh, with the ISP, um, on this, but this, we're, the previous Lexus, links this Wi-Fi was 12 years old. So, that, yeah. So. You know, I don't, well, I don't think so. I'll just have to kind of plug my way.
67:00
Speaker 2
to verify the connection from your internet provider, if it's stable or not. yes, I see. oh, okay. oh, that's why you change it. yes. okay. okay. yes. all right, miss Susan, so will there be anything else that I can help you with now? yeah. actually, what we just did, yeah, what we just did on your laptop was we forgot the network and reconnect.
67:00
Speaker 1
Yes. Yeah, and the new password I put in, it came up, and when I went into Wi-Fi settings, that's what it says. So it seems like it's working okay. Does, how do I have, how do I, the Wi-Fi settings says it will show a widget on the home page, but I'm not sure I'm seeing it. Yes, excuse me, yeah, I'm, yeah. How do I find the link to this app? Oh, okay.
68:00
Speaker 2
Yeah. Um, uh, are, are you referring to the Linksys app or? Yeah, actually, the Linksys app, if you happen to install that on your, your wireless, it, it can only be installed on wireless phones or wireless, uh, tablets. Okay. Um,
68:00
Speaker 1
Oh. I have to do it that way. Okay. OK. That's new to me, so. OK. Thank you for that. And and you help me figure out how to do uh set an internet connection to forget too. So thank you. Yeah. Right. OK. Yeah. Well, it's been so long so I appreciate the updates on this and your help on that. [silence]
69:00
Speaker 2
I want to access your router settings. It can be you can still access the router but through the use of a browser like Google Chrome or Microsoft Edge. That's how you access it using your computer. Yes. Through your browser. No worries. Okay. You know what? When you when you're in a network where you have router settings and you can still access the router but through the use of a browser like Google Chrome or Microsoft Edge. That's how you access it using your computer. Yes. Through your browser. No worries. Okay. Yeah, in case you yeah, in case your laptop gets disconnected from the network in the future. So, you can probably just do a forget network and reconnect to it. No worries, ma'am. You're very welcome. So,
69:00
Speaker 1
I think that's it for now, so appreciate it very much. Hey thanks baby. Bye bye.
70:00
Speaker 2
Anything else, okay? Thank you so much for your time, Susan. This is Epi again from Linksys. For more information, just please visit our website support.Linksys.com. This is Epi and thank you for calling again. Have a great night. Bye-bye. [silence] [silence]
70:00