V2 Rubric Detail — c5d152f8-7933-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 12:11
Duration
9m 59s
Contact
Sarah Nosky
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135935
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single device unable to connect
⚠ Auto-Zero applied: Agent exhibited avoidance/evasion (B) by falsely claiming the product is no longer supported and refusing direct troubleshooting, a critical failure per rubric.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to resolve the login issue and incorrectly claimed the device was no longer supported, which contradicts the OOW best-effort troubleshooting standard. Technical accuracy was poor, citing 'WiFi 5' as a cause for failure without KB support. The refusal to provide direct assistance constitutes a critical avoidance failure.

V1 Case Analysis

Customer unable to access router UI and 2.4 GHz bird-feeder camera cannot reconnect after router was unplugged. Agent failed to collect model/serial, incorrectly stated unit unsupported, and offered only a generic reset guide. No troubleshooting performed.

Troubleshooting Steps
  • Asked how the customer attempted to log in and which URL was used
  • Collected name, email, and phone number
Key Observations
  • Agent incorrectly claimed the unit was no longer supported at [07:00] without confirming model number or checking KB support status.
  • No troubleshooting steps were performed despite the issue being a common post-power-loss scenario (e.g., 2.4 GHz band disabled, login URL mismatch).
  • Agent failed to verify or suggest using standard local access URLs (192.168.1.1 or myrouter.local) even after customer mentioned login issues.
  • Customer explicitly stated other devices work, indicating the issue is isolated and likely resolvable with basic steps.
  • Call ended with only a vague promise to send a guide, leaving the customer without immediate help.
Positive Highlights
  • Collected customer contact information accurately.
  • Listened to the customer's initial description without interruption.
Agent Errors / Gaps
  • Failed to collect or confirm product model number before making support eligibility determination.
  • Provided materially incorrect statement that the unit is unsupported without evidence.
  • Did not attempt any troubleshooting steps despite the issue being within standard support scope.
  • Did not guide customer to use http://192.168.1.1 or http://myrouter.local for local router access.
  • Did not suggest checking 2.4 GHz band settings or restarting the router — both standard fixes per KB.
  • Did not verify if the router firmware was up to date or if auto-update was enabled.
  • Offered only a post-call guide without confirming the customer could follow it independently.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the login issue or confirm access; only offered to email a guide without verifying resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested a soft reset and asked about login method, but did not guide through IP verification or LED check, skipping key steps.
R3 Not Met Correct resolution path conf 96%
Agent claimed 'no longer provide assistance for this unit' without verifying model or support status, misapplying OOW policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No systematic diagnosis; failed to identify router model or verify local IP access (192.168.1.1/myrouter.local) despite customer mentioning login failure.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use admin UI, remote tools, or logs to verify login failure — relied solely on customer description.
T3 Not Met No misinformation conf 96%
Incorrectly stated the unit is no longer supported (contradicts OOW best-effort standard) and cited 'WiFi 5' as a cause for defect/connection failure, which is unsupported by the KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Long silences and disjointed flow, but agent attempted transitions and maintained basic call structure.
C2 Partially Met Confirmed understanding conf 88%
Used simple terms but failed to adapt to customer’s frustration or confirm understanding of troubleshooting steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Avoided direct troubleshooting, deferred to email guide, and implied issue was out of scope without effort.
O2 Met Proactive follow-through conf 94%
Clearly committed to sending the guide 'right after this call,' setting a specific next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on issue complexity.
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 87%
Minimal empathy shown, but did not become dismissive; acknowledged customer’s effort indirectly.
X2 Partially Met Tone & rapport conf 86%
Stayed procedural but did not disengage customer; tone remained neutral despite frustration.
X3 Not Met Overall experience conf 95%
Customer repeated information; agent could have guided login attempt instead of deferring to email.
Call Transcript15 turns · 16 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. [silence] Hi, thank you for calling NXS. This is G, how can I help you today?
00:00
Speaker 1
was cleaning my office a couple weeks ago and my I accidentally unplugged my router when I was cleaning my desk. And after I plugged it back in, several of our devices had trouble connecting and I kind of had to restart a few things. My bird feeder that has a camera on it, I can not get to connect any longer and it's driving me nuts. And I I think to the point where it's the router settings because the bird camera can only do the 2.4 MHz or whatever. Um, and I can not get logged in to my router setting to figure out the settings. I've tried the app. I've tried the internet. I've I've tried everything and I can't nothing will get logged in for me to actually see what the settings are on the router. And it's driving me nuts.
03:00
Speaker 2
Mm-hm. Mm-hm. Mm-hm. Mm-hm. Mm-hm. Mm-hm. Mm-hm. Mm-hm. Mm-hm. Mm-hm. Mm-hm. Mm-hm. Mm-hm. I see. Got it. Um, let me just uh confirm ma'am, you still have your internet working right?
03:00
Speaker 1
It's really just the one device at this point, everything else is working. And I I assume that it's the router settings, but I could I don't know why that would I don't know because if it's not the router settings, then it's the bird feeder, but that thing is like brand new almost. So, and it was working fine to my knowledge before I unplugged it. The router. Yes, it is. 17A is an Adam. 11J0C is a cat. 602767. Yes. Mhm. That's fun.
04:00
Speaker 2
It's just that, some of your devices are not able to connect.
04:00
Speaker 1
[silence]
05:00
Speaker 2
While we wait for this, ma'am, may I have your first and last name, please? Oka Bear, and your email address, maam. I'll so have your email address, please. ATT.net Oka, and just to confirm, your phone number, ma'am, is 3307042391. Right? Yeah. Okay.
05:00
Speaker 1
Yes. Yeah, we use ATNT. [silence]
06:00
Speaker 2
[silence] try to get in here [silence].
06:00
Speaker 1
I tried everything on your guys' stupid website. like I tried typing the um the, like, I don't know what it's called. It's not an IP address, but whatever the number says the one nine six and my router actually doesn't even use that one. So, I figured out which one it used. I tried that. I tried the my router, local, whatever website to go through. I've been putting in my um,
07:00
Speaker 2
Which means that unfortunately, we no longer provide assistance for this unit. But what I can possibly do for you is send you a guide on how you can uh reset and reconfigure this unit. But before you proceed with that, Ma'am, uh since you mentioned that you can't access the user interface on the app, may I just ask how did you try to log in? What link did you use? Mm-hmm. you know [silence] you have to have uh your uh yeah. [silence] I downloaded the App. [silence] The App? Mm. [silence] okay. [silence] so did you try to stop this App? [silence] Yes. [silence] And then? [silence] It just kept on stopping? [silence] Okay. [silence] Alright. [silence] Ma'am, maybe but I need to let you know that uh resetting on this particular unit will remove your settings and data if you don't have any backup. [silence] But if you want to wait a little longer and try troubleshooting this, that's also fine. [silence] So to further investigate this issue, I would suggest you to do a soft reset on your unit or let me know if you want to proceed with this. Okay? [silence] Alright, but in case that you don't want to do this, I can supply you with a guide, Ma'am. [silence] Okay, so. [silence]
07:00
Speaker 1
I put in my password when I get to it and then it just times out and then it won't connect and tell me what's going on with the router.
08:00
Speaker 2
like that. That's the only, yeah, that's, uh, no worries, ma'am. I will send you the guide on how you can get uh, how you can, um, get to that uh, trouble-shooting thing and, um, I will send it to you right after this call. Okay. Thank you so much for your time, ma'am, and, um, try the steps first and then, um, if
08:00
Speaker 1
Okay, none of that makes any sense to me because everything else works except for this one thing. But if you're-- I mean, you guys aren't going to help me anyway, because you've apparently, once something's too old, you quit dealing with it, so people are screwed. So, uh, just, if you can send me that guide, I'll try to figure it out. That'd be awesome.
09:00
Speaker 2
I believe ma'am it will be better if he will do an upgrade as well because this is still under Wi-Fi 5 and there are some instances that this unit will be defective or unable to connect to your modem if in the case that your modem will do an upgrade on their end. Okay, yes ma'am. Yes, yes. I'll send you that slide ma'am. Okay, right after this call. Okay, thank you so much for your time and have a good day.
09:00