V2 Rubric Detail — ff7421ce-7498-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 15:33
Duration
10m 0s
Contact
Cortis
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#GI00135335
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: Blocking Users in Connecting the Wi-Fi

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall21.2% (-34.8)

V2 Grader Summary

The agent failed to diagnose or resolve the customer's request to block devices without changing the Wi‑Fi password. No proper troubleshooting, tool use, or step‑by‑step guidance was provided, and the call ended with the customer promising to call back. Consequently, the issue remains unresolved and the interaction scores poorly across all categories.

V1 Case Analysis

Customer (Curtis Shaw) asked how to block devices without changing Wi-Fi password. Agent correctly mentioned MAC filtering/access control but did not guide through setup. Customer unable to retrieve serial number; will call back tomorrow. Follow-up needed.

Troubleshooting Steps
  • Confirmed customer's intent to block devices without changing Wi-Fi password
  • Correctly identified MAC filtering and access control as potential solutions
  • Collected customer's full name
  • Collected customer's email address
  • Requested router model and serial number
Key Observations
  • At [03:00], the agent correctly identified MAC filtering and access control as solutions for blocking devices without changing the Wi-Fi password, consistent with KB guidance.
  • The agent followed proper protocol by initiating customer and device verification, which is necessary before providing model-specific instructions.
  • The call ended without actionable steps, but the customer proactively agreed to call back, creating a valid pending path forward.
  • The customer cited a medical condition (dialysis) as the reason for not retrieving the serial number, which the agent appropriately respected.
Positive Highlights
  • Correctly diagnosed the technical solution (MAC filtering/access control) in line with Linksys KB guidance.
  • Collected customer name and email as part of standard verification protocol.
  • Respected the customer's physical limitations without pressure.
  • Maintained a polite and professional tone throughout the interaction.
Agent Errors / Gaps
  • Did not confirm whether the customer could access the router's web interface (e.g., via http://myrouter.local or http://192.168.1.1), which is required to configure MAC filtering or access control.
  • Failed to offer any self-help resources (e.g., KB article links) that the customer could reference before calling back.
  • Did not summarize or confirm next steps, such as what information would be needed on the next call or what the process would involve.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never provided a solution; call ended with customer saying they will call back with serial number.
R2 Not Met Diagnostic thoroughness conf 96%
Agent only suggested 'MAC filtering' without walking through any steps or verifying the customer's current setup.
R3 Partially Met Correct resolution path conf 85%
Agent identified a possible path (MAC filtering) but did not follow through with proper guidance or confirm applicability to the customer's model.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify the router model or current settings, jumping immediately to personal verification and serial number requests without establishing a technical baseline.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used (e.g., remote login, admin interface check) despite the need to verify if MAC filtering is supported and enabled on the customer's specific model.
T3 Met No misinformation conf 93%
The suggestion to use MAC filtering is technically accurate and supported by the KB (adjacent_connecting_devices.md) as a method to address 'Connected, no internet' or block devices.
Communication
C1 Not Met Clear & professional language conf 96%
Agent never set expectations, gave no clear agenda, and ended the call abruptly without a resolution plan.
C2 Not Met Confirmed understanding conf 95%
Agent used vague language, repeated himself, and did not confirm the customer's understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent transferred ownership to the customer (‘you’ll call back tomorrow’) and did not take responsibility for resolving the issue.
O2 Not Met Proactive follow-through conf 97%
No concrete next steps, timeline, or follow‑up commitment was given.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; there was no prior case history to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was performed, and the issue could have been handled at L1 with proper guidance, so the decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgement of the customer's frustration about family members using the Wi‑Fi.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace; the conversation became disjointed and the customer had to repeat information.
X3 Not Met Overall experience conf 96%
Customer was asked repeatedly for personal and device information without any progress, increasing effort.
Call Transcript13 turns · 15 lines
Speaker 2
[silence] Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. 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]
00:00
Speaker 1
I just got a couple questions. What can I do without changing the password to block people from using our internet? Because my wife is giving it to her nieces and nephews and it's kicking us out of it. Once it's like if I need to run like if I needed use the laptop or something it runs real real slow. [silence]
02:00
Speaker 2
Hi, thank you for calling Lingus. This is technical support. My name is Dylan. How can I help you today? [silence] Oh, okay. [silence]
02:00
Speaker 1
Focus global publishers. What can I do to block them from a no. I mean, they'd still use it. I don't have a problem with them using it, but when I need to do some um for my dialysis stuff, what can I do to block them where they can't get on it? Or can I do that? Or do I just need to change and password? Um yes. Yes. Um Yeah. Because I don't even think we've got a app. Um
03:00
Speaker 2
Okay, so just to make sure I got it right, sir. Uh, you wanted to block people in connecting to the Wi-Fi without changing the Wi-Fi password. The only option for user is, uh, to configure your
03:00
Speaker 1
[silence] So I mean it's it's not it's not even it's kicked me while I'm out of it on my phone the password. There it goes that let me connect that time. All right just looking for it.
04:00
Speaker 2
like you can you can um do MAC filtering or do it access control mm-hm hello sorry like it kicks you in connecting to the Wi-Fi mm-hm okay uh about this one sir uh let me just run some verification with you and uh create a quick record here in order for me to proceed further and see what I can do [silence] So you're enabled to connect to your Wi-Fi right now?
04:00
Speaker 1
I've been up and out this morning that's the first thing I did this morning okay Curtis Shaw Curtis Shaw I see you R T I S Curtis Shaw yeah and last name Shaw Shaw Shaw.
06:00
Speaker 2
Sir, you probably need to reset your router. Sir, if that's the case. Um. All right, sir, so let me just run some verification with you. Um, do you mind providing me your full name? I'm sorry? What's that again? How, how, how do you spell that one? Quadris. Shell. That's SHALIMA, and, S-H-A-W,
06:00
Speaker 1
Sure, so she didn't she does not 1239 Nick and Jack Gross. Oh, give me a second. Look, look for her. Uh, G-U-M-P-A-N-B-I-G-M-A-N. gmail.com.
07:00
Speaker 2
How do you spell your last name again? Okay. Now, can you provide me your email address? [silence] Your email address? I'm sorry? [KEEP_UNCERTAIN] that one. so Curtis how about your now can you provide me with the model number and the serial number of your linksys router? Uh that's the Wi-Fi name. The the links is model.
07:00
Speaker 1
it's a picture of the seal number I just got the password and what's that and to it I'm just wondering you know for anything I could do to stop them from connecting. If I could block them. I don't, I can't, I can't, I can't go get it. I kind of got two painful doing dialysis. I'll just have to call back tomorrow. I'll call back tomorrow. I'll just call back. I'll get the serial number and I'll call back tomorrow.
09:00
Speaker 2
hmmm, you're unable to provide the serial number? hmmm, well, huh, unfortunately, okay, sure, sure, sir. No problem. Hmm. Alright, sir, got it. I guess that will be all for now? [silence]
09:00