V2 Rubric Detail — ec5de5b2-6902-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-15 21:41
Duration
8m 39s
Contact
Satnam Lehra
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent explicitly avoided responsibility by stating 'we can't fix it in your end' and directing the customer to external technicians for a standard configuration issue that falls within L1 support scope per KB documentation.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provided factually incorrect information, and evaded ownership by directing the customer to external repair. Despite the issue being a common setup problem resolvable via factory reset or configuration, no resolution path was executed, resulting in a complete failure of technical support duties.

V1 Case Analysis

Customer reports no Wi-Fi broadcast on Linksys router (model 350). Agent incorrectly stated router must be physically inspected, failed to guide customer to router UI to enable Wi-Fi, and ended call promising to resend factory-reset email.

Troubleshooting Steps
  • Requested model and serial number (provided by customer)
  • Asked customer to check Wi-Fi settings on device
  • Mentioned prior factory-reset email
  • Offered to resend factory-reset instructions and video tutorial
Key Observations
  • Agent incorrectly stated the router must be physically inspected by a technician for a Wi-Fi disable issue, contradicting KB-guided self-help procedures.
  • No access to the router's web interface was attempted to verify or enable Wi-Fi settings, which is the standard first step per KB for this issue category.
  • Call ended with no confirmation of problem resolution or next steps beyond resending an email, leaving the issue unresolved.
  • Agent failed to clarify whether Wi-Fi was disabled in router settings or whether SSID broadcast was turned off before suggesting factory reset.
Positive Highlights
  • Maintained a polite and patient tone throughout the call.
  • Offered to resend factory-reset instructions and a video tutorial to assist the customer.
Agent Errors / Gaps
  • Incorrectly claimed the issue required physical inspection at a tech center instead of guiding the customer through standard Wi-Fi troubleshooting steps.
  • Failed to direct the customer to access the router UI (http://192.168.1.1 or http://myrouter.local) to verify/enable Wi-Fi settings, SSID broadcast, or wireless radio status.
  • Did not confirm whether the suggested factory reset would address the issue or obtain any outcome verification after the reset.
  • Provided no actionable troubleshooting steps beyond resending an email, leaving the customer without clear next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent stated 'we can't fix it in your end' and advised sending the router to a technician, providing no resolution or valid path forward during the call.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps were performed; agent did not access router settings, check Wi-Fi status, or verify basic functionality before concluding it was a hardware/software defect.
R3 Not Met Correct resolution path conf 97%
The issue—router not broadcasting Wi-Fi—could have been resolved via factory reset or configuration, but agent incorrectly deemed it a high-level software issue requiring external repair.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify symptoms systematically, asked no targeted questions about setup history or LED status, and jumped to unsupported conclusion of a software defect.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use any tools (e.g., guide customer to http://192.168.1.1, check wireless settings, verify SSID broadcast) despite the issue being diagnosable remotely.
T3 Not Met No misinformation conf 98%
Agent claimed 'we can't fix it at your end' and implied MAC address was needed for security, which is factually incorrect per KB guidance on basic Wi-Fi enablement.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to frame the interaction, set expectations, or maintain control—immediately defaulted to external repair without guiding troubleshooting steps.
C2 Not Met Confirmed understanding conf 94%
Agent used vague terms like 'high-level error' and 'software issue' without explaining in simple terms; did not confirm understanding or adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abdicated responsibility by directing customer to third-party techs instead of owning the support process for a standard configuration issue.
O2 Partially Met Proactive follow-through conf 90%
Agent offered to resend an email with reset instructions, providing a next step, but gave no timeline or confirmation of follow-up action.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—the issue was within L1 scope and resolvable with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for customer’s confusion, responded dismissively with 'we can't fix it,' and failed to acknowledge effort or frustration.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pace to match customer’s uncertainty and failed to engage them in meaningful troubleshooting dialogue.
X3 Not Met Overall experience conf 94%
Agent added effort by making customer wait for an email instead of guiding them through immediate steps like checking Wi-Fi settings or accessing the admin page.
Call Transcript16 turns · 17 lines
Speaker 1
982 9, 8, 2. Have a good day. [silence] [silence] Yeah, this is, have you done the, the the can't, can't, no, the, the cans that are in the back. Can you put them away? The big ones with the trash. Yeah, if you could do that. Hello. Give me one second, sorry about that, my. So calling to see if you would be able to help me out. I'm trying to go ahead in my device. I'm trying to see if I could make it like wireless as well. Is that possible?
00:00
Speaker 2
Hello, thank you for calling Linksys. My name is Belle. Is this your first time calling? Yes, this is your first time calling Linksys. You mean you want your Linksys router to be wireless? Okay, ma'am. Well, we can't't fix it in your end. In fact, yeah, I think it's best if you just bring your router to the nearest much area and be checked out by the techs, ma'am, because, like I said, this is kind of a high-level error. It's more of a software issue. And I need additional information from you, ma'am, to be able to verify your [sound] specifically your mac address, which I have. And as a security measure, I'm not really able to fix this for you, ma'am. [sound] all right. Okay, thank you. Take care.
01:00
Speaker 1
yeah is can that as well can I can we do that as well? I believe that's a lemima yeah it is just look for it it is 30 K 1 0 m 2 D 0 0 1 62. the model number is let's see the serial yeah number where would I look that up actually? I don't see anything. Oh, model number is 350
02:00
Speaker 2
what Linksys device do you have may have serial number? What is the model number? [silence]
02:00
Speaker 1
it. Wow yes. Yes yes i'm using a wired connection. There is there's no way we could do that then. There is there is there is there is there is. And on that one you you is no we have not I I've only used it um through the through the connection. Wired. Yeah wired it is sorry about that yes only wired. Okay.
03:00
Speaker 2
I see. So you're asking about if this can be wireless, right? Wireless like through the Wi-Fi. How do you use the Synset router from the moment? Is it wired connection? Yeah, router is for wireless. That's the purpose of the router. May I ask if you have ever set up this up? Because if you set up the Linksys router, it's automatically wireless through wired, you mean? Okay. Wired. If you can check if there's any Wi-Fi name such as the same Wi-Fi that you saw on [silence] [silence]
03:00
Speaker 1
Let me, let me bring. Okay, let me just get a computer. My laptop. not about that. So you said to go with the studies.
04:00
Speaker 2
Please go to your Wi-Fi settings.
04:00
Speaker 1
So no, I only see, um, you said with the same name, right? No, I don't see anything like that. one. That says main Lucas. No, I don't see anything like that one.
05:00
Speaker 2
The Wi-Fi name that you can see on the sticker label of the Linksys router.
05:00
Speaker 1
Uh, on the computer, it doesn't show up. I'm hearing it indeed. But the computer will stick to the baby. the base. Uh, yeah, it doesn't show anything. It's only, yeah. the one with the same name as the the little device. It doesn't show up. There's no way you can see the person. I didn't know that. Give me one second. [silence]
06:00
Speaker 2
You try, you can just simply check it on your phone, you go to your settings and go to your Wi-Fi. How did you set up this Linksiss router before?
06:00
Speaker 1
Um, I do not remember to be honest. I'm actually asking my boss right now. Yeah. .
07:00
Speaker 2
how did you set up your Linksys router before, do you still remember? I see. Because, um, even though you're using this for uh through a wide connection, the Linksys a society or Wi-Fi connection should broadcast. However, if it's not, um, it could be possibly a hardware, um, defect, but, um, I think there's an email that was sent to solidad, um, D-A-R-T-O-A-M-PM@gmail.com on how to factory reset this Linksys router and reinstalling it. Uh, this could help, um, actually, some of the Linksys router wirelessly.
07:00
Speaker 1
Okay, and you just sent that right now? I think that that would be great. Yeah, because send it to me again, that would be great. Okay, yeah, that would be great. Okay, no, that's it. Thank you so much for your time. Thank you. [soothing background music continues]
08:00
Speaker 2
I it was sent earlier. I think that was afternoon. I can resend it, actually, if you'd like. All right. And I'll also include a video tutorial so it would be easier for you to follow. All right. Perfect. Is there anything else? You're welcome. Thank you also for your time. Have a great one. Bye-bye.
08:00