V2 Rubric Detail — e437a060-7f20-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 01:11
Duration
10m 1s
Contact
724-646-0738
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution0.94/5
Technical1.50/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall21.1% (-24.9)

V2 Grader Summary

The agent initiated minimal troubleshooting by verifying network visibility and IP address but failed to advance to meaningful diagnostic steps, use available tools, or establish ownership. No resolution, escalation, or next steps were provided, resulting in an unresolved case with high customer effort and poor call control.

V1 Case Analysis

Customer unable to connect MacBook to Wi-Fi; agent checked network settings and IP address but no resolution achieved.

Troubleshooting Steps
  • Asked customer to open Wi-Fi settings on macOS.
  • Requested IP address information.
  • Mentioned Private Wi-Fi Address setting.
Key Observations
  • Agent never collected the router model or serial number, which is required for most troubleshooting.
  • Communication was fragmented and lacked empathy; the customer appeared confused throughout.
  • No clear resolution or actionable next step was provided before the call ended.
Positive Highlights
  • Attempted to obtain IP address information from the customer's device.
  • Recognized the relevance of the Private Wi-Fi Address setting, indicating awareness of a known iOS/macOS connectivity issue.
Agent Errors / Gaps
  • Failed to verify router access (no attempt to log into 192.168.1.1 or myrouter.local).
  • Did not gather essential device information (model, serial, warranty).
  • Provided vague instructions and did not set expectations or summarize next steps.
  • Did not guide the customer to disable the Private Wi-Fi Address on macOS, which is a known fix for connection issues on Apple devices (per universal_ios_private_wifi_warning.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The call ends with the customer still unable to connect; no confirmation of resolution or next steps provided.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about network visibility and IP address but did not proceed to essential troubleshooting steps like restarting devices, checking router lights, or verifying password.
R3 Not Met Correct resolution path conf 90%
No assessment of warranty, hardware fault, or resolution path; agent did not determine if issue was configuration, compatibility, or hardware-related.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent identified symptom (cannot connect) and asked about OS/network settings but ignored customer's mention of 'private Wi-Fi address' and did not follow logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used despite having router IP (192.168.1.1); agent did not direct customer to router admin page to check settings, logs, or device status.
T3 Not Applicable No misinformation conf 95%
No technical recommendations or information provided beyond asking for network details; nothing to assess for accuracy.
Communication
C1 Not Met Clear & professional language conf 95%
Interaction lacked framing, had frequent silences, abrupt transitions, and agent lost control of the call process.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms like 'network' and 'IP address' appropriately but did not confirm understanding or adapt when customer struggled with details.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent showed no ownership — no commitment to follow-up, no assumption of responsibility, and no effort to prevent disconnection.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up plan established; call ended without closure or direction.
O3 Not Applicable Closure confirmation conf 90%
No prior case history evident; this appears to be first contact, so continuity not required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted based on incomplete troubleshooting and no repeat contact or hardware fault confirmed.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was attempted, so there is no execution to evaluate.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but offered no empathy, acknowledgment of frustration, or recognition of customer's effort.
X2 Partially Met Tone & rapport conf 80%
Agent maintained calm tone but did not adjust pacing or simplify instructions when customer showed confusion about network settings.
X3 Not Met Overall experience conf 95%
Customer repeated IP and MAC details unnecessarily; agent asked unclear follow-ups (e.g., 'change to') and failed to streamline the process.
Call Transcript12 turns · 14 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. [silence] Hello. Good evening. This is Epy again from Linksys. Hi, Vicky. All right. Okay. Can you hear me okay? Oh. Uh, hold on. Let me just-- let me adjust my phone here. Hello. [silence] Okay. All right. Speaker? Hello? Yeah. Okay. Okay. So you have your laptop, too, right? Okay. So
00:00
Speaker 2
Hi, this is Vicky. Hi. Actually, it's very faint. Um, yeah, that's a little bit better. Okay, and I'm gonna try to actually put you on speaker to hear you better. Let's see, can I, go ahead and say something. Hello, yeah, that's a little bit better. I'll put you on speaker. Okay, all right. So, I'm downstairs. And, yes.
00:00
Speaker 1
Ma'am, can we uh. all right. Can we check first if your laptop is connected to your network? Like if you click on the wireless icon on the bottom right hand. [silence] but it shows your network, right? You can still see your network. [silence] Is it connecting or what did it say?
01:00
Speaker 2
It's trying to, it looks like it's trying to connect. Yeah, it's trying, but that's about it. It shows my network. Yes. Yes. And it's still just in circles.
01:00
Speaker 1
Is your laptop running on Windows? Oh, it's an iMac? Okay. Can we, uh, okay, can we click on the Apple menu or click on the Apple icon then go to system preferences or system settings? Um, do you see network is an option? Okay, yes. And does it show up your network name?
02:00
Speaker 2
It's a Mac. Macbook, Mac, Macbook Pro. Some settings. That's it. Yeah. Okay. Network, yes. Click on that. Okay. It just says Wi-Fi and I don't need that says on but it doesn't say anywhere.
02:00
Speaker 1
Yes, click on it. Yes, select your name and join. uh, click on Vicki. Do you have a details option? Do you see details? Uh, K, we can, uh, do you see there like an eye icon, or,
03:00
Speaker 2
my name should I click on it? [silence] And my name No network Vicki shows up. Yeah. Should I try connecting that way? [silence] Uh it looks like it might have because there's a checkbox by it now. [silence] Yeah. Uh it says auto join, copy the password, network settings, forget this network. [silence] And next to Vicki. [silence]
03:00
Speaker 1
yes, next to Vicki. Yeah, can we click that, please? And do you see IP address? IP address. change to. What about details? No details? Yeah, just just go just go to network settings. IP address. Yes. Yes ma'am. Can you have it please?
04:00
Speaker 2
No, I just have it says check black Vickey then has a locked then it has the internet symbol and that it has the three dots with the circle around it. So. So. So. So. So. So. So. So. So. So. So. No, it just says car to join copy password network settings for this network unless it's under network settings. No detail. Okay. There's a um there's a private Wi-Fi address. There's a Wi-Fi address. Um, there's an IP address is that what you wanted? Okay I ok is that what you want? Yep, one nine two. .168.1.148. router, it says 192.168.1.1 [silence] the voltage from the bathroom would be something on the other side of the, where it depends on the portable man. [silence] Is it EF2051? I don't know. If it's a saying on the bottom of a box. It just says spectrum. And then there's this security number, CM MAC number, an MTA MAC number and then off to the right, it just says ES251. EF isn't SAM 2251.
04:00
Speaker 1
All right, so, yep, we'll we'll just have to leave it off for a minute, okay, the the one from spectrum and yeah, leave it off for a minute, the spectrum and your um, main parent node, okay. Now, I'm still here. Uh, do you have two boxes from spectrum? You have one, okay. All right, can we plug in the spectrum box first? Wait for the lights to stabilize.
07:00
Speaker 2
Okay. Now the, the um. The spectrum one. The light's red, but I'm still getting blue lights on. Am I going to lose you? I hope not. Hello. Okay, because I, if I shut this off, am I going to lose you is the problem. No, I only have one. Yeah.
07:00