V2 Rubric Detail — 0762fe6a-68ef-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 19:18
Duration
26m 53s
Contact
Dwayne Igoe
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00133470
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000 Initial setup

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall34.0% (-22.0)

V2 Grader Summary

The agent failed to resolve the issue by providing incorrect IP guidance (192.168.0.1), not guiding the customer through local browser access, and relying solely on emailed instructions. Despite taking ownership, the lack of effective troubleshooting and technical accuracy left the customer unable to configure their router, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to change Wi-Fi SSID/password on new MX2000; app loops to reset. Agent confirmed out-of-warranty status, offered $15 paid support, and emailed login instructions. Provided incorrect default IP (192.168.0.1). Customer to follow emailed steps and provide proof of purchase.

Troubleshooting Steps
  • Collected serial number and email
  • Confirmed product is out of warranty
  • Offered paid-connect support ($15)
  • Emailed instructions for accessing router via web browser (192.168.1.1 / myrouter.local) and changing Wi-Fi settings
  • Explained purple LED indicates setup mode
Key Observations
  • Agent provided incorrect default router IP address (192.168.0.1 instead of 192.168.1.1), violating KB accuracy guidelines
  • Agent failed to verify customer could connect to router via Ethernet/Wi-Fi before instructing web UI access
  • Call ended without confirmation that Wi-Fi settings were successfully changed
  • Long silences and filler language reduced call efficiency and clarity
  • Despite out-of-warranty status, agent provided functional self-help path via email
Positive Highlights
  • Collected essential customer information (serial number, email, name) accurately
  • Correctly identified that app loop requires web browser access for configuration
  • Offered multiple support options: paid-connect service, self-help email, and KB guidance
  • Explained meaning of purple LED (router in setup mode) per KB guidance
  • Sent follow-up emails with correct URLs (192.168.1.1 and myrouter.local) despite verbal error, providing functional self-help path
Agent Errors / Gaps
  • Provided wrong router IP address (192.168.0.1); correct address per KB is 192.168.1.1 for MX2000 series
  • Did not verify that customer could connect to router via Ethernet or Wi-Fi before giving web-UI instructions
  • Did not confirm whether customer successfully logged in or changed Wi-Fi settings before ending call
  • Used repetitive vague statements and filler ('um', 'you know', 'so that is exactly why') leading to unclear guidance
  • Failed to correct customer confusion when they said '192.W W W' at [13:00], missing clarification opportunity

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent sent an email with instructions but did not confirm the customer could access the router or change the Wi-Fi name/password; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent did not guide the customer through connecting to the router locally, verifying LED state, or using the correct IP; minimal troubleshooting performed.
R3 Partially Met Correct resolution path conf 85%
Agent identified the device as out-of-warranty and offered paid support and email instructions, but did not attempt free troubleshooting steps like guiding local browser access.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent acknowledged the symptom (app loop) and asked for serial number and ISP, but did not ask about router LED, Wi-Fi connection, or LAN setup.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use available tools: did not guide customer to http://192.168.1.1 or http://myrouter.local, which are standard for MX2000; relied solely on app despite known issues.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated the default IP as 192.168.0.1; correct IP for MX2000 is 192.168.1.1 — a material error that blocks access.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept call moving but did not set clear expectations early or summarize steps until end, leading to confusion about process.
C2 Partially Met Confirmed understanding conf 85%
Agent used terms like 'router settings' without adapting to customer’s lack of internet or limited device access; assumed tablet use despite customer having only phone/desktop.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent collected serial number, created a record, stayed on call, and did not transfer; took ownership of the case.
O2 Partially Met Proactive follow-through conf 85%
Agent promised to send email with instructions and asked for proof of purchase, but did not specify timeline for follow-up or confirmation.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the issue was setup-related and within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'I'm sorry' but did not explicitly acknowledge customer’s frustration with repeated failed attempts or history of device issues.
X2 Partially Met Tone & rapport conf 85%
Agent maintained neutral tone but did not adjust pace or simplify steps for customer struggling with browser access and device limitations.
X3 Not Met Overall experience conf 90%
Customer was asked to gather proof of purchase, switch devices, and follow emailed steps without agent simplifying the process or performing actions on their behalf.
Call Transcript46 turns · 50 lines
Speaker 1
uh Listen, I bought one of your new Linksys model number MX2000 wireless mesh router. And I need to register my device.
00:00
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 link_support.register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
I've got, I had two older ones and they got them from Amazon, but I guess they were refurbished. They burned out or something. I'm just tired of messing with them. So I bought, I bought just a single one. It's got three ports, you know, it's it's the model number I gave you, um, but I went through the steps on the app, and it keeps telling me to keep pushing that button, the reset button, even though I want a new network name, a new password, and when I put all that in, they keep sending me back to do it again. It tells it asked me if I wanted to put.
01:00
Speaker 2
I'm sorry that I cannot help with that. Could you please elaborate on your question? I'm here to help you.
01:00
Speaker 1
and then, the first time it said, do you want to use the same the same name and password you had before, uh, which was Green Boulevard shop, I think. But uh, and and then the ones before that, that's was on there before that, was the actual just, it was called the Velop, uh, what is it called here The, the, Velop setup 02E and then the password was the PA, it was the the standard password. Um, but that's the that's the old unit. Um, my and I, I wanted it to be my original, you know, Green Boulevard shop, and then my original password, but it would never let me do that. So, I, I just gave up on it and I've always been having to go back to my phone and look at the password when that when I had problems with the system. So, how do I do it from how do?
02:00
Speaker 2
[silence]
02:00
Speaker 1
I want to do this from scratch because I've got a brand new linksy out of the box. It's not refurbished.
03:00
Speaker 2
Okay. Okay. Uh-huh. Okay. Uh-huh. So if, um, by the way, sir, just to confirm, you were using the app earlier, right, to change the Wi-Fi name and password? Okay. Uh-huh. Okay. So, yeah. So, since the app is like and it keeps bringing you back on the same page, So what we are going to do is, um, we're going to access the router settings of your Linksys device by a web browser, Okay? So for me to help you out, I need, uh, can you give me the, um,
03:00
Speaker 1
Yes, the serial number you ready? 50 d like in dog, 10, m like in man, 24. C like in cat, 07, 672. That's it.
04:00
Speaker 2
Yeah, that's five-zero D_delta one-zero M_Mary two- four C_Charlie zero seven 672.
04:00
Speaker 1
O-K. [silence] It's Dwayne, D-W-A-Y-N-E. [silence] And then Igoe, I-G-O-E. It is Dwayne, D-W-A-Y-N-E at gulffsidebuilders.com. So that's G U L F-S-I-D-E b u i l d e r s dot com. [silence] .... [silence] ... That will be the email address. [silence]
05:00
Speaker 2
Okay, perfect, thank you so much, sir. Okay. Okay, so since this is a new Linksys router, sir, let me just create a new record here. Um, can I please have your first name, sir, please, and your last name? Okay, thank you so much, sir Dolan. Can I also please have your email address.
05:00
Speaker 1
SIDEBUILDERS, S I D E B U I L D E R s dot com. I have just my phone, because I don't have any internet out here. But, I mean, I don't know how else I can do it. I got I got my phone. The Wi-Fi or not the Wi-Fi, whatever you call it on my phone. I got Safari.
06:00
Speaker 2
OK Thank you so much. OK, let me just finish creating this record. Ma'm, do you have an available tablet or laptop that maybe we can use for this process? OK. Yes, it can might actually be much. I'm sorry. OK, so as for the
06:00
Speaker 1
Okay. It is, um, Xfinity. It runs on the, uh, yeah, they run on the, uh, I forget what they used to be with them. Verizon, it's on the Verizon network. Well, it's not, that's the, that's the network they use,
07:00
Speaker 2
We might actually like, you know, um, need to use the browser. This is just actually to, um, like, you know, for your convenience. So, but yeah, Leike, we can definitely try to use your phone later. Just give me one moment and let me just finish this one. Okay. And who is your internet service provider? Start Dwayne. Okay. Okay, it's Center Veridon.
07:00
Speaker 1
through Xfinity. Yeah. I mean, I I could I could try my personal hotspot. I can try my personal hotspot, but I don't know if that'll Do I don't have the this was bought eight months ago.
08:00
Speaker 2
So xfinity, okay. Thank you so much. So, um sir Dwayne, I'm sorry? Um no, sir, that will not actually gonna work because the phone should be connected directly to your linksys wii-fis network so that you can customize it. And of course you can then create the password that you desire for this router. So, um sir Dwayne, since you actually mention that this router is actually new, um it's really much more appreciated if I if you can um send me the proof of purchase of this router so that I can update it on our system? Uh-huh.
08:00
Speaker 1
Well I I just I just I just took it out of the box because I'm having a problem with the old one. So and I yeah I bought this just to always have a spare so I wasn't trying to run to the store when it went down. That's all.
09:00
Speaker 2
Oh, okay. Any you just recently like, um, you know, Adang, you just recently activated this. I'm sorry. Yeah, you're having a problem with the old one that you have. Okay. I see. Because, uh, sorry, doing just to tell you actually honestly what actually shows in our system right now that the router is actually already out of warranty. So, that's why I asked for the proof of purchase so that like, uh, you know, I can update every single information here and of course has if the router. if this out of warranty, the free technical support will no longer be available for those routers. However, we have options. Now the first option here, Sergeant Duane, is visiting the official website of link's sys and that is the support.linksys.com. The second option, Sergeant, Duane, is our paid connect service. Now, that paid connect service can actually cost you $15 just to have a technician over the phone can walk you throughout the process. Now the third option, Sergeant Duane, is I can send you an email with all of the troubleshooting steps that you need so that you can customize the network name of this MX2000 back to green build shop, Boulevard shop. Oh, I don't know. The one that you mentioned earlier. Yeah. Yeah. Uh, yeah, sir. So, that's actually means that the changes was not successfully made. so that is exactly why, um, we are, uh, you know, that's why we need, or you need, to access the router settings of your MX2000 using the web browser, and not on the app. So, I'll be sending you an email, Sir Duane, on how you can access the router settings of your MX2000, using the web browser. Would that be okay?
09:00
Speaker 1
browsers not working because I don't have internet out here. all right you're talking about the browser
12:00
Speaker 2
Ah-huh. Ah, yeah, it's okay. Though the router is not yet providing any internet for as long as the router is up and running, there is a cable running from the LCD router to the modem, your phone is connected or maybe your iPad is connected to the router, then you can access the router settings so that you can customize it. And the router will be up and running. 'cause that's the only thing that you actually need. You need that the device should be connected to the router so that you can set it up. And of course, it can definitely go up and running once it's done.
12:00
Speaker 1
where it says, W, W, or whatever. Wait, wait, wait, wait, let me, let me do that. 192.W W W Wait, WWW Dot. Yeah, got the 168. Dot 1.W W W Wait, Wait, WWW Dot, 1. W
13:00
Speaker 2
you can use the default IP address of your router that's 192.168.0.1 Dot one dot one and we also have some other uh dot 168 dot one dot one
13:00
Speaker 1
It's not letting me. I probably have to unplug the internet, Ethernet cord and plug it into the back of the computer. I have a desktop. So that I'm Oh, all right. Because yeah, otherwise, it's just not trying to read this.
14:00
Speaker 2
uh just make I'm sorry ah yeah that's actually much more convenient that's actually a good idea sir yeah and you might actually also be having a hard time navigating using your phone so it's much better to use that uh desktop that you have [silence] what does it show you what does it give you? What are the options?
14:00
Speaker 1
um, and I've got it plugged in directly to the back of my computer. No, it's running from my uh, my modem at the house. through a wire out here to my shop. Oh, Oh, Oh, there's nothing in there.
16:00
Speaker 2
the aerosol router because the connection must be coming from the aerosol router so that ethic cable should be connected to the aerosol router and your desktop
16:00
Speaker 1
take the other wire, run it from the back of the modem from the, I don't know what you call this thing, the mesh router. Yeah. Oh, okay, there. I did that. Um, but but but the Link C router or whatever this is, is uh it's just got, it's it's got a purple light on it right now. Does that matter? Uh-oh. Hmm. Okay, but.
17:00
Speaker 2
brother from the router directly within your desktop though mhm yeah yeah so that purple light actually sir Duane that actually indicates that this router still need to be set up so normally it will not yet provide any internet so once you are already on the um on the router settings of your linksys MX2000 then that is the time that the color of your router will change and also right after you customize the Wi-Fi name your password the light will change as well
17:00
Speaker 1
Right now, I did the 198, 168, whatever, and uh, what opened up? 192, yep, 168, 111. Uh, what popped up was download the Link Sky app. So, I'm Do I got to? Yeah. Yes. All right. Well, it gives me two things, it says Download from App Store or get it on Google Play.
18:00
Speaker 2
192 okay um uh just uh just pause on that page sir okay so since you have that page and can you see there's some like uh cqur codes okay can you scroll down for me cause this is the only thing that I can help you on this one okay to access the router settings so scroll down and then there should be an option for you to click on continue to link to Linksys Smart Wi-Fi okay on the
18:00
Speaker 1
There's only one phone here. Yes, I do see two phone images. Yes. [silence] Oh, I see here. Hey, it says like, 1 moment and it's like spinning around. And then, yeah. [silence] Yeah. And then now it says, oh, there it is. Access Bell Rogers password.
19:00
Speaker 2
left. left side? Can you see? Okay. On the left side of your screen, can you see the two phone images? Yeah. Okay, double, click that phone. Double left, uh, double left click that phone so that you will be routed in another page. Okay. So, I believe you are already on the page wherein it is now asking for our root password. Okay. Ask after that. Uh-huh. After, so it is now asking
19:00
Speaker 1
router password, there's, there's a router password on the back of this, oh, okay, yeah, it all opened up, network status, router is good, devices connected, enterprise internet, basically set up one six one PEEPEE.
20:00
Speaker 2
Okay, so from that page sir Duane, so um you can use or try to use the word admin. Yes, try to use the word, Uh yes, so there are two options for the router password. The the default one is Admin. That's A DMIN all are lower, uh lowercase, the second router password is the default wi-fi password that you can see under the router. Okay. Mhm. Okay, so that is the only thing, yes sir Duane, so that is the only thing that I can help you with.
20:00
Speaker 1
Okay. [silence] Yes, I will be able to pull it up because It in my Amazon. I bought it [silence] com up up up up anywhere up. Mm up.
21:00
Speaker 2
since you were not able to access the router settings. So on how to customize the Wi-Fi name and password, Adoim, I sent you an email with the instructions. All are there. And then just follow the instruction. And then, of course, you can then go ahead and name it to how it should be. Okay? So, I believe you just received an email. Kindly check your spam messages and your recent email that you just actually have. And if you can, actually, also pull up, sir, the proof of purchase of this router. Please call us so that we can update this one, okay?
21:00
Speaker 1
from Amazon, so I'm sure there's going to be a proof of purchase back in my history. It's just it's going to be back there. Okay, but this you didn't send me anything that I can print or or look at it just says oh okay. Oh you sent me too.
22:00
Speaker 2
Yeah, you can definitely pull it up from Amazon. Okay, so yeah, once you have already, once you got the proof of purchase, give us a call so that we can update this, okay? Because right now, their device's tag is out of warranty, okay? Um, yeah, I just actually sent it, it's a uh two separate emails. The first email are the link on how you can access the router settings of your MX2000. The second email contains on how you can change the wire the Wi-Fi name and password.[silence]
22:00
Speaker 1
Because I only got one, well, I got two pages, there's two pages to it.
23:00
Speaker 2
[KEEP_UNCERTAIN] Yeah. Yes, that's actually going to come in with two pages, sir. It will come with one email, but two contents. well, maybe you just really need to close your email and then reopen it up just to refresh it, because right now, I believe you're using your mobile data. Yeah. Yeah. So, yeah, uh, just uh, just close the email or force close the email. And then after that, reopen it so that you can refresh it. Like, you know, just to make sure that you're.
23:00
Speaker 1
Yeah I've only got one. Uh you said should I check junk? But what, it didn't go to junk. It went to, uh yeah, it went to my email with no problem. But there's only there's only one. It says it's, yeah, it says dear Duane, to change the Wi-Fi password on your Links MX2 Router. Oh, okay. The clips are going to access your 7th lens, see. [ silence ]
24:00
Speaker 2
Receiv that email all stuffs when you need ar earlier there through the regular email ah, okay yeah. can sometime yeah. Can you read me that email? Oh yeah, that's door. that's the one. that's the email that you need to change your Wi-Fi password then me. So you have the link? Yeah, you have the link. The um 192.168.1.1 and myrouter.local.
24:00
Speaker 1
Okay. No, I just don't see I don't see where it lets me do what it says on this sheet though, because it says uh all step three. Once logged in, navigate Wi-Fi menus. Well, it says Wi-Fi settings. Is that the same thing as Wi-Fi menu? Oh, on the menu. All right, I'm looking at the I see it now. speaking okay i'm what's your name uh? because do i do i call you back for the proof of purchase or do i attach it or how do i? oh okay all right Perfect that's awesome thank you for your help i really appreciate it okay i'll get you you too bye bye
25:00
Speaker 2
Okay. Okay. So yeah, that's this. So you should go directly to the step three, and then follow the other steps, okay? So that you can go ahead and change that. Thank you so much. Uh, no, uh, just easily, uh, just easily reply to that email that I sent you and then attach, yeah, and then just attach the proof of purchase because I will be notified directly once we receive it. And then I will be the one who is going to update it as well. You too. You too, sir. Thank you so much. Have a good one. Bye bye for now. [silence]
26:00