V2 Rubric Detail — fdbd3562-6fea-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 16:37
Duration
30m 10s
Contact
Splinter
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134633
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Comnnection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused free troubleshooting solely due to out-of-warranty status, violating the OOW best-effort standard requiring meaningful support regardless of warranty.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.19/5
Communication2.50/5
Ownership0.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to provide required out-of-warranty best-effort troubleshooting, instead refusing free support and offering only paid options. A critical technical error — instructing the 5-press reset method on a likely SPNM/Cognitive Mesh router — led to incorrect guidance. The customer remained unable to connect to Wi-Fi, resulting in an unresolved outcome driven by policy violation and technical inaccuracy.

V1 Case Analysis

Customer reported solid red LED and Wi-Fi connectivity issues. Agent incorrectly instructed 5-press reset (not applicable to standard routers), failed to confirm model, and offered paid support. Customer unable to connect despite entering password from label. No resolution achieved.

Troubleshooting Steps
  • Incorrectly instructed 5-press reset method for a standard router [06:00]
  • Guided customer to locate Wi-Fi SSID and password on router label
  • Asked customer to connect laptop to Wi-Fi network and test internet access [20:00]
Key Observations
  • Agent applied the 5-press pairing method, which is only valid for certain Linksys mesh systems (WHW, MX, MR series), to what appears to be a standard router. This is a serious technical error per KB documentation.
  • Agent failed to collect or verify the router model number, which is a fundamental protocol requirement for accurate troubleshooting.
  • Agent offered paid support without first attempting any valid free troubleshooting steps appropriate for an out-of-warranty device, such as guiding the customer through a correct factory reset and reconfiguration.
  • Customer was unable to connect despite entering the password from the label; agent did not troubleshoot basic steps like forgetting the network, re-entering the password, or checking for typos.
Positive Highlights
  • Agent expressed empathy and apologized for the inconvenience, acknowledging the customer's age and frustration.
  • Agent correctly identified the solid blue light as an indicator of readiness after reset [08:00].
  • Agent attempted to guide the customer through locating Wi-Fi credentials on the router label, a valid step post-reset.
Agent Errors / Gaps
  • Provided materially incorrect technical guidance by instructing the 5-press method, which is not applicable to standard Linksys routers and is only for specific mesh node pairing.
  • Failed to collect the router model number, a critical omission that prevented accurate diagnosis and troubleshooting.
  • Did not verify the Wi-Fi password from the label or guide the customer through basic connection troubleshooting after the reset.
  • Offered paid support as the primary path without first providing any actionable free self-help steps beyond an unsent email promise.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends the call unable to connect to Wi-Fi, reporting 'password isn’t correct' and 'can't connect to this network' despite multiple attempts.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent guided a reset and attempted Wi-Fi reconnection but skipped key checks (SSID/password match, ISP status, bridge mode) and relied on an incorrect reset method.
R3 Not Met Correct resolution path conf 96%
Agent refused free troubleshooting solely due to OOW status, violating the OOW best-effort standard requiring meaningful troubleshooting regardless of warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the solid red light and initiated a reset but failed to ask diagnostic questions about ISP, bridge mode, or physical connections to isolate root cause.
T2 Met Appropriate tools / resources used conf 89%
No tools beyond verbal guidance were needed for the attempted steps; agent correctly used available information without requiring remote access or logs.
T3 Not Met No misinformation conf 97%
Agent instructed 'press the reset button five times', which is invalid for SPNM/Cognitive Mesh routers (likely model); correct method is 10–20 sec hold or Pair button.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic control but lacked clear framing, had unexplained silences, and shifted abruptly between topics without transitions.
C2 Partially Met Confirmed understanding conf 89%
Agent used respectful tone and simple language but gave ambiguous instructions ('press release for five times') and did not confirm understanding consistently.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent deferred resolution to a paid session or email, then allowed the customer to disengage without resolving the issue or taking ownership.
O2 Not Met Proactive follow-through conf 92%
No specific next steps, timeline, or follow-up commitment were established; only vague options (email, paid session) were offered.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no continuity to maintain or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
Issue was within L1 scope (setup, connectivity); no valid trigger for escalation, so decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, so E2 is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy ('I do apologize'), acknowledged customer frustration, and remained courteous despite communication challenges.
X2 Met Tone & rapport conf 91%
Agent adapted pace to senior customer, used patient tone, allowed time for actions, and checked in regularly despite technical difficulties.
X3 Not Met Overall experience conf 94%
Customer repeated steps, struggled to locate password, and had to manually re-enter Wi-Fi details multiple times; agent did not streamline process.
Call Transcript56 turns · 58 lines
Speaker 1
Well, if [silence] uh yes, my name is Audrey splinter and I'm with uh, Kojiko, and my, uh, my computer was telling me
00:00
Speaker 2
Welcome to links is 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.links.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling access technical support. This is charm. How can I assist you today? I see. All right. And this computer, ma'am, is it working before with your internet? I see. All right. And you mentioned that you press the reset button. Is it on the router or is it on your modem from your internet service provider?
00:00
Speaker 1
What did you just call it? I'm drawing a blank here. Router, it's on the router, yes. It's a tiny little red dot. Oh, I've had it. I don't... my son got up and put it in for me. So I'm a senior and my son helps me a lot and I... I'm getting better with computers, but when something happens, I get kind of lost. I... I don't remember exactly. I've had it at least two years. I can see... I've turned it over, and I can see, um, you know, the stickers on the back of it, and with the, uh, serial number and a another number underneath that, and at the very top, there's a number, too.
02:00
Speaker 2
I'm the router. How long did you held him? I'm so sorry. I remember it. I apologize to hear that. Is candy provided the shame number of this?
02:00
Speaker 1
The serial number is 29010307 to 5 A 1 through 2 [silence] [silence] On the front of it, it's
03:00
Speaker 2
Sounds good. Give me one moment here. Okay. Can you tell me what's the light color of your Linksys router right now?
03:00
Speaker 1
It's like a red dot, a solid red.
04:00
Speaker 2
I saw the draft. And uh, yeah. Got it. Just one moment here. Sorry. So based on the record here Ma'am that this Linksys that you have, this device was already out of warranty last October [REDACTED_PAYMENT_DIGITS] of [REDACTED_PAYMENT_DIGITS] And for the out of warranty device Ma'am, I do apologize but I could not provide a free troubleshooting over the phone. However, if you insist, I can provide a one time non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes. There is a payment of that which
04:00
Speaker 1
Oh dear. Uh, maybe you can, can help me. Like would it be best to replace it? Or, if I don't like the payment doesn't bother me, but would it work? Or or would in the long run I'd have to replace it.
05:00
Speaker 2
is $[REDACTED_PAYMENT_DIGITS] However, if you don't want to proceed with the payment, ma'am, what they can do is I can send you an email instead, a step by step instruction on how to set it up again and how to connect it back to the mode and also you may consider trying our Linksys AI agent for guidance. Which one would you prefer? [silence] Let me see. Let me try to reset this again, your device, since you mentioned that you already pressed the reset button of this one, right? All right.
05:00
Speaker 1
I did it for about 10 seconds, but I can do it again. [silence] Okay, just a minute. I'll grab the thing I used to. Reset it with. Do I let it go for about 20 seconds? Oh, okay. Press it. Okay.
06:00
Speaker 2
One moment here. Um, if I may confirm, ma'am, did you press it for about 10 to 20 seconds, or just one second. All right, so kindly press the reset button five times like press release for five times. Not too fast and not too slow. I know, press. You need to press it five times only, ma'am. Like press release, press release for five times.
06:00
Speaker 1
okay. yes i did yeah it's kind of going between like a an orange and blue it'll go orange okay
07:00
Speaker 2
Did you press it five times ma'am. And what's the light status of the router right now. All right, so it's blinking. Okay, so let's give it about 2 to 3 minutes ma'am and let's wait if the light status of that um.
07:00
Speaker 1
Okay. It's actually turning solid blue. Okay. [silence] code six
08:00
Speaker 2
Your router will change to a solid blue or a solid red, correct? [silence] Okay, let's wait for a minute or two, ma'am, just to confirm it will stay solid, all right? And also, ma'am, may I know who is your Internet service provider again?
08:00
Speaker 1
I hope the, no, the ladies still there? It's solid blue. [silence]
09:00
Speaker 2
okay.
09:00
Speaker 1
No, it's connected. It's not wireless. [silence] Oh. [silence] I'm using Wi-Fi. Yes. No, yeah, because my computer is a laptop. [silence] Oh, just a second. [silence] [silence] Right now...
10:00
Speaker 2
All right, can you connect... Um, let me connect... Um, I see. Can you connect, ma'am, your computer to, um, a link... our network name? Can you go to the Wi-Fi settings? Um, in your computer. What's the wifi name, man?
10:00
Speaker 1
Would that be with a number or letters or? Okay. I've got the password for it. It's called a like fast track 22 network splint. How's that?
13:00
Speaker 2
yeah, it's a combination of numbers and letters, ma'am. can you check available networks, ma'am?
13:00
Speaker 1
I don't I think what I might have to do is have my son come and talk with you because I I can't. There's some things I just don't know how to do. Yup. Well, my computer's not letting me get into anything. Um, there is a password on the one of the labels.
14:00
Speaker 2
other networks. [silence] calmly turn the router upside down and check the label. what's the wi-fi name and password showing or printed on the label? [silence] and see if you can find it in your computer or laptop, the wi-fi name. [silence]
14:00
Speaker 1
Is that what we'd like? The name it says Link Set up 0 0 a. Would that be under Would that be an app? No, I can't.
15:00
Speaker 2
Um, can you, what is the Wi-Fi name? Or the SSID? Can you see there? Mhm. All right, can you find it? On your laptop ? On the available networks ? [silence] I don't know, ma'am. It should be on your Wi-Fi settings. Um, can you see the Wi-Fi icon on the bottom corner of the screen? [silence]
15:00
Speaker 1
uh windows. Oh, let me see here. What would it look like? I've got one thing that shows a red circle with an L in the center. Okay. Now I've got... Yes. I've got... I'm on one that says no internet access. Okay. Yep. And now what's come up is a... [silence] big yellow triangle with the exclamation point in it that says no internet connection available.
16:00
Speaker 2
Are you using a Windows or a Mac? Can you see a Wi-Fi icon on the bottom right corner of the screen, ma'am? It's like a signal fine. All right. Can you select that one?
16:00
Speaker 1
and brings us a blue line with the sun in front of it, it it goes almost all the way across. And then there's another line, oh no, that says mute. Volume. There's Energy Saver, accessibility, there's a sign that says Wi-Fi. Do I click on that? And it tells me Wi-Fi is turned off. Now turn Wi-Fi back on manually, is that what I click on?
17:00
Speaker 2
got to the Wi-Fi yes please all right can you turn it on yes please silence
17:00
Speaker 1
Okay. I chose man manually in one hour in four hours in one day and then real tiny letters. It says more Wi-Fi settings. [silence] Oh no. Okay.
18:00
Speaker 2
All right. When you turn on the Wi-Fi ma'am, what are the names showing. Yes, click that one more Wi-Fi settings.
18:00
Speaker 1
Okay. Now I've got a large square here with all kinds of, like, there's on the left side of this page, it says home, system, Bluetooth, network, and internet apps, account, time, language. Then on the right, now it says Wi-Fi off. There's a big dot there. Okay. It's moved over and now it's blue. Show available networks. Okay, I see link setup.[silence]
19:00
Speaker 2
can you click the big dot [silence] alright what are the names showing? yes yes can we select that one and input the
19:00
Speaker 1
[silence] Connect, now it says, secured connect automatically. Or should I, now that's got a check mark and then over to the right, there's just the word connect.
20:00
Speaker 2
password? All right. So... Six... All right. It means it's connected. Can you open your browser, ma'am, and then open any website or your emails and see if the Internet is working, or if the Wi-Fi is working? [silence]
20:00
Speaker 1
Okay. No, if I go into Gmail, it says you appear to be offline. Yeah. Okay. Yeah, I've pushed retry.
21:00
Speaker 2
It shows offline. Can you refresh that one?
21:00
Speaker 1
yes. Oh, just a second. I'm not gonna take a look at it. Yes, it is. No. No. Okay. I just gotta get that back up. Oh, where did I find it now?
22:00
Speaker 2
one moment here. And the light status of this router is still solid blue? Cause if it's solid blue, it means that it's already working. Let's double check your laptop. So there is no cable connecting your laptop directly to the router, right? I can go back to the Wi-Fi settings mam on where you have been earlier.
22:00
Speaker 1
but you can also connect by pushing the button on the router and yet you can also connect by pushing. button on the router. that will. okay, just a second. yes.
23:00
Speaker 2
All right, kindly enter the password. You don't need, kindly input the password, ma'am, what is printed on the router. All right.
23:00
Speaker 1
Now it says next. Verifying and connecting. Oh, no. It's telling me the password isn't correct. Oh, I wonder what that is. Just a second. [silence]
24:00
Speaker 2
Can you double-check? Um, you need to input the password of the main node, the one that is connected to the modem, uh.
24:00
Speaker 1
Okay. Whoops. Are you still there? Just a minute. I've got, I'll try this I think this might be it. Okay, I've put it in. I must be, I got lines running across. No it's saying can't connect to this network.
25:00
Speaker 2
Yes, ma'am. I'm still here. All right.
25:00
Speaker 1
I hope, I have put exactly what I've got written for the password. I don't, I don't know if I can or not. I don't, I don't, I have, I've got a delete button on my computer, but oh. Now I've got a button that says delete sUPR.net. [silence]
26:00
Speaker 2
All right. And you input the password correctly, right? [silence] Alright. Can you forget the network ma'am or delete the network? Is there an option for you to do that? [silence] You see an eye icon beside the
26:00
Speaker 1
[silence] all of that. What's wrong? um, um Yes. Yeah, it's just, it's not letting me into the Wi-Fi.
27:00
Speaker 2
Wi-Fi name? It's like a small letter eye. And this laptop is working before right. From the router. It just suddenly disconnected. [silence]
27:00
Speaker 1
Oh would the problem be with the router? It's a Lenovo. [silence] I do have a a phone that's a landline. I think what I'll do is leave it and I can get a hold of my son.
28:00
Speaker 2
Alright. Lenovo. How about, um, do you have any other device that we can use, like an iPad or a cell phone?
28:00
Speaker 1
and when he can come and and we can see what we can do. He would be able to know exactly what you're talking about. And I I think other yes, I have the the phone number and I think that would be the best way to go because he's a lot more computer literate than I am. I'm turning 90 and I'm all I can do to get as far as I did now. Oh, well, I thank you too because this is just it's been getting frustrating on both parts here. And it would be a lot better. Yeah, oh don't worry. I think it's more me than you for sure. You have a very nice day. [silence]
29:00
Speaker 2
All right. No, it's mam. So, you can contact us then. I understand, right? I'll take a note of that one here and you don't sound like a 90-years-old, but thank you so much also for your cooperation. I do apologize.
29:00
Speaker 1
Okay. Bye for now. Bye bye. [silence] Okay. No one needs to be fine. Does my breath sound bad? No, it's okay. I thought you were had. Okay. Bye for now. Bye bye.
30:00
Speaker 2
Thank you so much. Have a good one also. Bye for now. [silence]
30:00