V2 Rubric Detail — c0e7caca-6b45-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 18:44
Duration
8m 21s
Contact
Steven Andree
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00133953
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Guest network not working
⚠ 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
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.50/5
Communication3.75/5
Ownership2.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall42.5% (-13.5)

V2 Grader Summary

The agent provided accurate access instructions but failed to conduct meaningful troubleshooting or demonstrate empathy. While the resolution path was partially appropriate (R3 Partially Met) and tool use was partially adequate (T2 Partially Met), no actual progress was made on the guest network issue, resulting in an unresolved outcome with significant gaps in technical process and customer experience.

V1 Case Analysis

Customer reported guest network has no internet access. Agent advised accessing router web UI via myrouter.local or 192.168.1.1 to enable/adjust guest network settings and offered to email steps. Model number not collected. Email address captured ambiguously as 'sand.R.R.com'.

Troubleshooting Steps
  • Collected serial number (118L21SSSam06907025).
  • Advised accessing router web interface via myrouter.local or 192.168.1.1 to adjust guest network settings.
  • Offered to email detailed guest network configuration steps.
Key Observations
  • Agent failed to collect product model number, required for accurate troubleshooting and warranty verification.
  • Email address capture was ambiguous ('sand.R.R.com') vs. intended 'sandry@sam.rr.com', creating high risk of failed follow-up.
  • No verification of guest network functionality after providing instructions; customer expressed confusion ('I just don't understand') but agent did not clarify.
  • Warranty status and support eligibility were not discussed despite collecting serial number.
Positive Highlights
  • Provided correct local router URLs (myrouter.local and 192.168.1.1) for web interface access, aligning with KB guidance.
  • Correctly identified that guest network internet access must be enabled in router settings, matching the KB troubleshooting path.
  • Offered to send email with detailed instructions, supporting self-help for potentially out-of-warranty scenarios.
Agent Errors / Gaps
  • Failed to collect product model number, a required protocol step for product-specific support.
  • Did not verify warranty status or discuss support eligibility despite collecting serial number.
  • Mishandled email address capture — recorded 'sand.R.R.com' instead of 'sandry@sam.rr.com', risking failed follow-up.
  • Did not confirm whether the customer successfully accessed the web interface or resolved the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still unable to get internet on guest network; agent only gave URL instructions and offered to email, no resolution achieved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent did not perform any diagnostic steps on the guest network (no checking of guest isolation, DHCP, firewall, etc.), only suggested logging into the web UI.
R3 Partially Met Correct resolution path conf 80%
Agent provided correct access method (web UI) and offered follow-up email, which is a reasonable path for a guest network issue, though deeper troubleshooting was not pursued.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent asked for serial number and ISP but never asked about the guest network settings, isolation, or whether the main network had internet, showing no logical diagnostic flow.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent correctly recommended using the web interface (a valid tool) and described login steps, but did not use or guide through actual interface navigation to diagnose guest settings.
T3 Met No misinformation conf 98%
Agent correctly provided the local router URLs (myrouter.local and 192.168.1.1) and described the login process.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent gave some direction (visit web UI, send email) but did not set clear expectations, milestones, or manage the call flow effectively.
C2 Met Confirmed understanding conf 85%
Agent used simple language, avoided jargon, and repeated the URLs; communication was understandable for the customer.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on the call and offered to email instructions, but did not take full ownership (no follow-up, no verification of success).
O2 Partially Met Proactive follow-through conf 80%
Agent said they would send email instructions after the call, providing a next step but no timeline or confirmation of receipt.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was made, and the issue did not clearly require escalation beyond L1 troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged the customer's frustration or repeated attempts; no empathy or apologetic language was used.
X2 Not Met Tone & rapport conf 85%
Agent maintained a flat, script-like tone without adapting to the customer's confusion or pacing.
X3 Not Met Overall experience conf 85%
Customer was left to navigate the router UI on their own; the agent did not perform actions on behalf of the customer to reduce effort.
Call Transcript13 turns · 15 lines
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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com.
00:00
Speaker 1
I I'm not sure how old my product is but um um I'm trying to set up my I have my guest set up guest network set up but um it doesn't access internet and I've looked through all the things online I I just don't know how to set it up to get at internet to my guest network. Okay let me um let me hold on. Oh wait let me uh switch to the amplifier channel. Okay. There we go. And let's try and fix this.
01:00
Speaker 2
[silence] [silence] Okay. You have the serial number of your Linux device please.
01:00
Speaker 1
something here. Okay, it is where is it? Um, I'm sorry, that's why I'm on the guest network and it's not letting me do what I want to do. Hold on a minute. Um, so I'm going to go back to regular network and try this again. Oh, okay. Where do I find administration all right? Where do I find okay, serial number is 1 1 8 L 2 1 S S Sam 0 6 9 0 7 0 2 5 Spectrum.
02:00
Speaker 2
'. mhm. mhm. mhm. mhm. non. mhm. mhm. Hm. mhm. mhm. mhm. mhm. mhm. internet. internet. And so you have an internet connection? who's your- uh, who's your internet service provider?
03:00
Speaker 1
Yeah, the network looks fine. I just, we're going out of town. I wanted to set up a guest network, and it doesn't allow access to Internet. So I wasn't sure what to unblock or do. But I do have a guest network. Password's all set and everything. I'm looking at one right now. And I'm clicking on guest clients. You know, there's a a Wi-Fi router articles. And one of the articles is guest clients cannot connect to Internet. And I'm reading it, and I don't understand if I'm supposed to do this on the phone or on the computer. [silence]
04:00
Speaker 2
but your main network is working fine right? have you tried to visit the web interface of this router?
04:00
Speaker 1
It says, "right click on Chrome or Microsoft Edge and click on properties. and you know, a bunch of steps. I just don't understand. It I can't get it to work. " yeah. Oh. I see. So what was the first part of that answer you told me? Try my router.
05:00
Speaker 2
For this sensor, I suggest you, for you to visit the web interface or the settings of this router, you use a computer and you access myrouter.local for you to log in and check if your guest network is enabled or not, or you can also turn it off or turn it back on or make a different guess network. Yeah, the website is myrouter.local. But if that doesn't work, try
05:00
Speaker 1
Oh, I saw that. Yeah. I've seen those numbers. Um, and what do I do with that number? I just follow the instructions there? Okay. All right. Yeah. All right. All right. Sure. If you can do that, that would be great.
06:00
Speaker 2
192.168.1.1. Yeah. You input that number on the URL bar. Then it will prompt you to the Linksys page in which you need to log in using your router password. If you can still remember your router password, yep. And then it will direct you to the dashboard of your router. To manage the settings. Or, if you want, I can also send you an email instructions. On how to log in to the web interface of your router. Okay. Um,may I have your email address, please? [silence] [KEEP_UNCERTAIN] Let me verify that's S A N for Nancy, D for Delta, R E for echo, E for echo at S A M for Mary dot R R dot com. Correct? [silence] Okay. [silence] So, [silence] Sandry at sand.R.R.com. Okay. May I have your first and last name? [silence] even the other.
06:00
Speaker 1
Thank you. Thank you very much. Thank you.
08:00
Speaker 2
All right, so I'll just send you the email instructions right away after this call. You're welcome, sir. Have a good day. Bye.
08:00