V2 Rubric Detail — 06fded1e-70c3-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-25 18:23
Duration
10m 39s
Contact
Ramon Rentreia
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134816
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: ACCESS THE WEB INTERFACE.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp3.21/5
Overall57.8% (+13.8)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and offered appropriate self-help steps, including accurate login and reset instructions. However, no root cause was diagnosed for the website blocking, and full resolution was not achieved. The interaction stopped short of deeper troubleshooting or tool use, leaving the issue unresolved despite technically accurate guidance.

V1 Case Analysis

Customer with out-of-warranty EA7500 reported blocked websites. Agent advised accessing router via 192.168.1.1 or myrouter.local using default 'admin' password or label password. Suggested factory reset (15-20 sec) if login fails. No case created, no verification of login/resolution, and call ended without clear closure.

Troubleshooting Steps
  • Identified router model (EA7500) and confirmed out-of-warranty status.
  • Provided correct URLs for local router access (192.168.1.1, myrouter.local).
  • Advised using default admin password ('admin') or label password.
  • Suggested factory reset (15-20 sec) and re-configuration.
Key Observations
  • Agent failed to collect accurate customer details (misheard name and email).
  • No HappyFox case was created, violating protocol.
  • Paid support was offered without verifying eligibility or explaining the process clearly.
  • Agent did not confirm whether the customer successfully logged into the router or resolved the website-blocking issue.
  • Call ended without a clear recap or next step, leaving the customer without a defined path forward.
Positive Highlights
  • Correctly identified the router model (EA7500) and provided accurate local admin URLs (192.168.1.1, myrouter.local).
  • Accurately described the default admin password ('admin') and the factory-reset procedure (15-20 sec).
  • Advised using a different browser if login fails, improving access chances.
Agent Errors / Gaps
  • Failed to collect accurate customer information: misheard and repeated incorrect name (Raymondor Ende) and email (ramoncrazyjobs@yahoo.com).
  • Did not create or reference a HappyFox case, violating case management protocol.
  • Offered paid support without verifying eligibility or explaining the process, and did not confirm customer acceptance.
  • Provided misleading statement 'live support is no longer available' at [04:00], which contradicts Linksys support policy.
  • Did not verify whether the customer successfully logged into the router or resolved the website-blocking issue.
  • Ended the call without confirming resolution or establishing a clear next step, leading to operational abandonment.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the website-blocking issue; only suggested reset and self-help without confirming resolution or offering direct assistance.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent advised checking admin login and resetting the router, which are relevant steps, but skipped deeper diagnostics like firewall settings, DNS, or specific site errors.
R3 Met Correct resolution path conf 90%
Agent correctly identified the device as out-of-warranty, explained limitations, offered paid support, and provided self-help guidance consistent with policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (blocked websites) and suggested accessing router settings, but asked no follow-up questions to determine root cause (e.g., firewall, DNS, content filter).
T2 Partially Met Appropriate tools / resources used conf 80%
Agent directed customer to use local web interface (192.168.1.1, myrouter.local), which is a valid tool; however, no remote access or diagnostic tools were used despite customer difficulty.
T3 Met No misinformation conf 95%
Correctly provided default login credentials (admin/admin), accurate reset duration (15–20 seconds), and proper access URLs per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent framed the warranty context and gave basic instructions, but long silences and lack of clear timeline or control during customer confusion reduced effectiveness.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated key steps (e.g., 'myrouter.local'), and adapted to customer’s confusion about login process.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and offered troubleshooting path but did not take ownership beyond self-help; no follow-up arranged.
O2 Partially Met Proactive follow-through conf 85%
Provided next steps (reset, reconnect, log in), but no timeline or commitment to further support was established.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior case history or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within scope for L1 self-help or paid support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized for warranty limitation but did not fully acknowledge customer frustration about blocked access; tone remained helpful but not empathetic.
X2 Met Tone & rapport conf 90%
Maintained a calm, polite tone, repeated instructions clearly, and responded patiently to customer confusion.
X3 Partially Met Overall experience conf 80%
Directed customer to perform reset and manual login, which requires effort, but did offer correct tools (URLs, passwords) to reduce friction.
Call Transcript21 turns · 21 lines
Speaker 2
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, please have your devices 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] Hi, thank you for calling Linksys. This is Victoria. Can I help you today? You can call me Reg.
00:00
Speaker 1
Maybe like a, a passed down, hand-me-down router. And there's certain websites, uh, that I'm trying to access and it just won't allow me to access it. Uh, nothing, nothing, you know, porn or anything like that. Not at all. I'm just trying to access websites and there's certain things that it's not allowing me to. Can you assist me with this, if there's something I can do to remove? Or what I what can I do? Yeah, my first name is Ramon, R-A-M-O-N. Last name's Renterias, R-E-N-T-E-R-I-A. Ramon, Ramon. No, ma'am. There's no Y in my name. R-A-M-O-N. Well...
01:00
Speaker 2
May I know your first name and last name, sir, before we proceed? okay so, you are Raymondor Ende okay, so Raymond R. I. A. Y. Mendy
01:00
Speaker 1
there you go. there you go. Thank you. yes. 76057807 09. Ramon the crazy Mexican Yahoo. Yahoo. adios. I only have one. [silence]
02:00
Speaker 2
okay, sorry, so Ramon Renteria, here will come in your callback number and your email, sir at Yahoo.com. it's Ramon the crazycjobs [air horn]
02:00
Speaker 1
Yes the serial number is 19 Thomas P tomando S as in Sam zero 8 8 0 one 9 9 eight. Doctor. D as in David and three are the numbers.
03:00
Speaker 2
The noise your internet service provider. Okay. So the model number of this device is an EA7500. Yeah. Before we proceed to your concern, all about the router and before I will go and to recommend something to troubleshoot your router, I would like for us to first set an expectation regarding of the the status or the warranty status of your router. You mentioned earlier that it's a gift from your friend, right? Yes. It in the case our design with this router is no longer under warranty. So I really apologize [silence] not to be not to be allowed to replace it. Uh regardless of you observation regarding its performance. Okay, so
03:00
Speaker 1
So there's no, there's no way you can tell me how to remove whatever firewall that's not allowing me to go into what I need to do or what I want to do? But So you won't be able to help me then? [silence]
04:00
Speaker 2
Hi live support is no longer available. Yeah. However, we have paid support so I can still assist you regarding what your concern all about but then you need to pay $15 and it's good for 60 minutes of troubleshooting. [silence] Yeah, but how does yeah, but how do you try to access the web interface and what is the error appears when you try to access it. You can try to access because actually this router doesn't have a recovery key. So, I'm not, we are not able to know if someone or the previous owner reset and created
04:00
Speaker 1
okay. Okay. I thought, I don't know why that I created that. Um, so, oh so I go to 1902, 19216.
05:00
Speaker 2
own or her router password. So, you can try to access by using 192.168.1.1 or myrouter.local. So, it will ask for a router password or admin password. All you need to do, sir, is to use the all lowercase the word "admin", A-D-M-I-N, all lowercase or the password labeled underneath of the router. But either of the password won't work. You really need to reset and reconfigure your Links router because it might be someone change it. So admin pass, go ahead. Yeah, admin password or the router password on the bottom must work when you're going to log in to its router settings.
05:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Yeah, that's admin. Oh, okay. Uh-huh, admin and then what's the password? Okay, Okay. Yeah, that's just it's not letting me just create account or sign in. That's weird. [silence] [silence] [silence] [silence] [silence] [silence]
06:00
Speaker 2
Yeah, try to use admin, a d m i n all lower case if it will work admin admin. How about my router local? Do not log in using your email and password my router dot local. But make sure you are connected to your links router. And then try to access my router dot local one word.
06:00
Speaker 1
oh, oh, I'm sorry. My router. My router what? I'm sorry. Perfect. Redirect me to your email address. Oh, okay.
07:00
Speaker 2
First, you want to open a browser, then on the address Bar Type "my router.local." "my router.local" Maybe there's an option wherein You can log in using your router passcode, not your email and password.
07:00
Speaker 1
Okay. Okay. Well then I guess there's, there's really nothing you can do for me then,
08:00
Speaker 2
Or maybe, you can also proceed to reset and reconfigure your links router by accessing 192.168.1.1 or my router.local. You can use a different browser on doing that. Google Microsoftedge, Safari, Firefox. Yeah. So, all you need to should be try to reset your links router, then make sure that you're connected to your links router before accessing the web interface.
08:00
Speaker 1
okay, so, when I get in there, um, is there like any security. or anything that I can- I can click. So I can have access to whatever. I want to do on any website or no? okay. okay. all right, we'll do that. Okay. well, thank you for your help.
09:00
Speaker 2
Okay. So, the only thing that you're going you use to access the web interface is 192.168.1.1 or my router.local. So, try also to reset your router and reconfigure it. Press and hold the reset button for let's just say 15 to 20 seconds. Then make sure you're going to connect a laptop or computer to the router. Default name and password on the bottom. And try to access the router settings. Okay. So, thank you so much for calling us, Ramon. And go ahead.
09:00
Speaker 1
Appreciate it. Have yourself a good shift. Mm-hmm. Bye, bye. [silence] [silence]
10:00
Speaker 2
Thank you. You're welcome. Yes, you're welcome and bye for now. [silence]
10:00