V2 Rubric Detail — e4ebef8a-8168-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 22:51
Duration
18m 47s
Contact
203-240-6146
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00137562
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Guest network problem
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent falsely claimed the EA7500 was no longer supported to avoid troubleshooting, despite the EA series being explicitly listed in the authoritative KB (universal_guest_network.md).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve the guest network issue, provided inaccurate information about product support (falsely claiming EA7500 was unsupported), and avoided proper troubleshooting. The interaction ended with an unfulfilled promise to 'create' a fix and an inappropriate handoff, constituting Avoidance/Evasion. While some basic symptom recognition occurred, critical technical inaccuracies and ownership gaps led to an unresolved outcome.

V1 Case Analysis

Customer unable to connect to guest network; sees sign-in page then 'webpage not available' error (192.168.3.1 unsafe port). Agent misidentified model as EA7500, incorrectly stated product is no longer supported, and ended call promising a custom KB article without resolution.

Troubleshooting Steps
  • Asked for serial/model (incorrectly recorded EA7500)
  • Suggested enabling guest SSID and applying settings without verifying current configuration
  • Checked whether any device was connected to guest network
Key Observations
  • Agent misidentified the router model as EA7500 despite customer explicitly stating 'Echo Alpha Tech' — no verification or correction was made.
  • Agent incorrectly stated the product is no longer supported, contradicting the Guest Network KB which applies to most Linksys routers and mesh systems.
  • No troubleshooting steps from the Guest Network KB were followed (toggle guest network, reboot router, verify guest isolation, confirm password).
  • Agent failed to diagnose the 192.168.3.1 unsafe port error, which may indicate a firmware or captive portal issue requiring reboot or reset.
  • Call ended with a vague promise to send a KB article, leaving the customer without a working solution or clear next steps.
Positive Highlights
  • Agent acknowledged the customer's issue and attempted to locate the account in the system.
  • Asked whether any device was connected to the guest network, showing some awareness of the problem.
Agent Errors / Gaps
  • Incorrect model identification (EA7500) — customer stated 'Echo Alpha Tech' with no validation or correction.
  • Incorrectly stated the product is no longer supported without verification, misrepresenting Linksys support policy.
  • Failed to follow Guest Network KB troubleshooting: no toggle of guest network, no router reboot, no verification of guest isolation or password.
  • Did not address or diagnose the 192.168.3.1 unsafe port error, which requires specific troubleshooting (reboot, reset, firmware check).
  • Ended the call with an undocumented, vague promise to send a KB article without concrete guidance or escalation path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the guest-network issue; ended call with "I’ll probably create one for you" and no fix provided. Customer still unable to connect to guest network.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent acknowledged the guest network was enabled and had credentials, and identified the model (EA7500), but skipped key troubleshooting like reboot or checking isolation settings.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated EA7500 is no longer supported; KB shows EA series (including EA7500) are covered in universal_guest_network.md, and no warranty check was performed.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (guest network not connecting) and confirmed guest network was enabled, but failed to ask diagnostic questions about password, isolation, or device compatibility.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not access router UI, check guest isolation, reboot, or verify settings—tools required for diagnosing guest network issues—despite customer being online.
T3 Not Met No misinformation conf 95%
Agent claimed guest can access 192.168.3.1, but KB states guest networks are isolated and cannot access local IPs; also incorrectly implied guest network access requires web portal login.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent introduced self and attempted to guide, but lost control with filler ('the the the'), silence, and abrupt closure without confirming understanding.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms but failed to confirm understanding, adapt to customer’s repeated error description, or clarify technical steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent handed off to 'Ana Stanton' without confirming handoff process, ownership, or follow-up; no effort to resolve internally.
O2 Not Met Proactive follow-through conf 95%
Promised '5 min' to 'create' a fix with no specifics, owner, or guarantee—vague and unverifiable next step.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Agent did not escalate despite being unable to resolve; instead claimed product unsupported, which is inaccurate per KB.
E2 Not Met Escalation prep & handoff conf 96%
No escalation was executed; customer was told a fix would be 'created' but no formal escalation path was followed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent did not express empathy for frustration, but remained polite and did not become dismissive or impatient.
X2 Partially Met Tone & rapport conf 88%
Agent maintained pace but did not adjust to customer’s confusion about error messages or re-engage after silences.
X3 Not Met Overall experience conf 95%
Customer repeated serial number and error details; agent did not use or acknowledge prior input, increasing effort.
Call Transcript14 turns · 15 lines
Speaker 1
This is some old, they probably don't have it. It's router.
00:00
Speaker 2
Welcome to Lenox's 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 assistant.
00:00
Speaker 1
Hi, uh, I just wanted to give you my serial number, I'm having trouble with my guest network, I can't seem to get that to work on my router. [silence] Thanks. Sure. Yeah, the model number is Echo Alpha Tech.
12:00
Speaker 2
Thank you for calling Insys. My name is Gerald Luca and how can I help? Okay, we'll figure out what's wrong with that. Can you give me the serial number and model number of the printer?
12:00
Speaker 1
7 500. Victor 2. It is 1 8. Lima 2 1. Sierra 0 7 807 061. flash AZ 1 at yahoo.com. Daniel, Yeah, the, everything works great. Um, on the main 5G and 2G.
13:00
Speaker 2
Is there number? [silence] Oh, and email address. And what's your first name? Thank you. Is the main network working or or no?
13:00
Speaker 1
works great. I just can't uh sign into the guest network either on my phone or laptop or any other way. right now when I want to when I connect to 5G or 2.4 um I use a password and everything's fine. but when I try to connect to the um guest network and put in the password, I actually can't put in the password because um I put in the guest network and it says a password is required. so I click on that and then it gives me an error. Uh I can tell you, I'll just do it. I'll just do it right now. and I'll get the error to happen. okay, so I'm on my phone. I'm going into uh Wi-Fi. I am there and um it's on. it's scanning.
14:00
Speaker 2
I mean, you can't connect to the Wi-Fi because you're giving me a correct password or? Oh. Um. Let's see here.
14:00
Speaker 1
and there's a guest network and it says sign in is required, I'm clicking on that to get the guest network going. It's connecting and then um it doesn't connect but it just says sign in to the network/slash not secure. So I just going to click on that again, touch that and it takes me to "webpage not available" the web page at um 192.168.3.1 etc. could not be loaded because of net error unsafe port
15:00
Speaker 2
Yeah, you can you can access that if you're using the guest network. So what you need to do here is to access the main settings and configure the the guest network, give it a wifi name and password and then hit Apply. Once done, it should be okay. All you need to do is to to get the the the the
15:00
Speaker 1
Yeah, I, I, um, I gave it, I gave it, um, I gave it, a name and a password. It has a name and a password. Uh, I'm, I'm in the Linksys Smart Wi-Fi area. And, um, I'm going to go into guest, um, access. And when I go there, it shows me that I have named it and enabled it, just the 2.4, I didn't enable, I did not enable the five. Do I need to do both? Okay. And then, yeah, just, I just, uh, okay, and then, and then I gave it a password. Yeah. I clicked on five guests and that's all it will let me do and it's on. Um, no, nothing is connected to the guests, no. I only have one device that is on the five G connected. And I, all my other devices are not connected to the Wi-Fi at all. [silence]
16:00
Speaker 2
Okay. is there a device connected to the guests? [silence] Hmm. Okay. Okay. You might need to like [silence] Actually, let me check that for you. Let me also check the model number EA7500. There we go. Got it. Okay. When [silence] Oh. When I check the [silence] the model number right here, based on the model number that you provided, EA7500.
17:00
Speaker 1
Okay. Sounds good. Okay. No, um, I just want to know how to get on the, the guest access. Okay, thank you. Bye-bye. [silence]
18:00
Speaker 2
Unfortunately this is one of the product. The links is no longer support and the, 10:25. What I can do here, I can see some some troubleshooting And how you can fix that. Mhm, but- give me 5 min 'cause I have to edit it. And I'll probably create one for you. All right, Uh anything else? Questions? By Ana Stanton. All right. Uh I hope you have a good one. You take care. I'll send it to you, okay? In 5 min. Thank you. Bye-bye.
18:00