V2 Rubric Detail — 0de9441e-6e77-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 20:15
Duration
10m 9s
Contact
Chris Schringe
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00134341
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall14.6% (-43.4)

V2 Grader Summary

The agent acknowledged the router was reset and provided the correct local IP address, but failed to deliver complete setup guidance, showed no empathy, and abandoned the call without resolution. Despite some technical accuracy, the lack of troubleshooting, ownership, and customer adaptation resulted in an unresolved outcome.

V1 Case Analysis

Customer performed factory reset on Linksys router and lost internet. Agent provided correct local UI access instructions but did not verify access or restore connectivity. Call ended without resolution; offered $15 paid support.

Troubleshooting Steps
  • Collected serial number and ISP information
  • Confirmed router was factory reset
  • Instructed to connect to default SSID and use default password
  • Directed to access router UI via http://myrouter.local or 192.168.1.1
  • Clarified URL entry in address bar vs. search bar
  • Suggested trying Microsoft Edge browser
Key Observations
  • Agent provided technically accurate instructions for post-reset setup (correct URLs, default SSID/password).
  • Failed to verify whether the customer could access the router UI or restore internet connectivity.
  • Prematurely introduced paid support without exhausting basic troubleshooting.
  • Ended call abruptly without confirming outcome or offering a clear next step.
  • No KB contradictions found in technical guidance.
Positive Highlights
  • Provided correct local access URLs: http://myrouter.local and 192.168.1.1 (per universal_factory_reset.md).
  • Correctly instructed to use default SSID (Linksys) and password from the label (per KB).
  • Clarified URL entry in address bar vs. search bar (avoided common customer error).
  • Suggested alternative browser (Microsoft Edge) when initial access failed (reasonable step).
  • No technical inaccuracies or KB contradictions in guidance.
Agent Errors / Gaps
  • Failed to confirm router model number (critical for model-specific guidance).
  • Did not verify physical setup (WAN cable, power cycle of modem/router).
  • Did not confirm whether the customer could access the local UI or complete setup.
  • Introduced paid support option prematurely, before confirming the issue required advanced help.
  • Ended the call without ensuring the customer understood next steps or offering escalation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not restore internet connectivity or complete setup; call ended with no resolution confirmed.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent identified the reset as the cause and directed to 192.168.1.1 and default password, but skipped key steps like checking WAN connection, DHCP, or guiding through setup wizard.
R3 Not Met Correct resolution path conf 95%
Agent immediately introduced paid support due to out-of-warranty status instead of providing best-effort troubleshooting, which is required even for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent correctly inferred the issue was due to factory reset and advised accessing local UI, but failed to ask critical diagnostic questions (e.g., WAN cable, ISP sync, DHCP assignment).
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — agent did not attempt remote access, verify connectivity, or guide customer through basic network checks despite the need to confirm router reachability.
T3 Partially Met No misinformation conf 92%
Agent correctly provided 192.168.1.1 and mentioned default credentials, but gave incomplete setup guidance and incorrectly implied setup was trivial without walking through steps.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, lost control of the call, and ended abruptly without confirmation or closure.
C2 Not Met Confirmed understanding conf 95%
Agent told customer 'you’re talking way too fast' despite customer confusion, used technical terms without adaptation, and did not confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disengaged with 'I can no longer hold you on your phone' without attempting resolution or follow-up, abandoning ownership.
O2 Not Met Proactive follow-through conf 96%
No clear next steps, timeline, or follow-up plan — only a vague instruction to visit 192.168.1.1 without confirmation of success.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and issue did not require escalation — standard post-reset setup is within L1 scope.
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 97%
Agent showed no empathy for frustration caused by loss of internet; responded with transactional statements only.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s confusion or pace; repeated browser suggestion without checking comprehension or capability.
X3 Not Met Overall experience conf 96%
Customer was left to perform all actions alone; agent did not reduce effort by guiding step-by-step or offering alternative support paths.
Call Transcript18 turns · 20 lines
Speaker 1
Okay. Yeah. So, we were, we hit the reset button on one of our own boxes, right? And then our internet just went down. I don't know. I need y'all to help us fix it. I think we, I don't know.
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 register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's 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] This is Joy, who can help you today? Um, we have
00:00
Speaker 1
Yeah, let me, let me go in there. Chris, I'm gonna take you with me so you can hear everything, okay? Give me a second. All right, so you're looking for the serial number you said? Yeah, it's on the bottom of the board. All right. Um, are you ready? Cause it's a long one. Okay. So it's going to be 28 N as in Nancy 2 0 M as in mother, 1, B as in Bob.
01:00
Speaker 2
I have the serial number of your Linksys device, please. Yes, ma'am. Yep. [silence]
01:00
Speaker 1
sea and then toupet le0, 2, 7, 6, 1. Who is your Internet service provider, Christ? Steer. Steer and Cable inpego, Arkansas. I'm kind of supposed to hook. Somebody.
02:00
Speaker 2
And who is your internet service provider? Let me just check this device just a moment. um, what is the light of your router at the top on the link's log is it flashing or is it still still white?
02:00
Speaker 1
And it's about something. what's his first and last name is is Chris. Christopher Schliffen. There you go. Christopher Clash. she didn't ask for that. You said what? How's that going to help with this? How that dressed is 302 Gavin drug. No. No, the email address. Email address. cliff Christopher@Gmail.com or cliff Crist@Gmail.com. [silence]
04:00
Speaker 2
May I have your first and last name ma'am? May I have your first and last name please? And the email address? Email address?
04:00
Speaker 1
So, oh, so I'm going to tell you exactly what happened. So we hit the reset button on the back of your router, right? Of your Linksys router. And now, um, yeah, on the very back of the machine, cuz we needed the password and we didn't know what it was. Um, so we clicked it and now every time we connect to your router, uh it'll allow us to connect but it's not letting anything go through the Internet. It's not broadcasting. It's nothing. Yeah.
05:00
Speaker 2
Okay thank you, let me just that up. When did this issue started to happen ma'am? The red button? Mhm. Um, yeah, since you reset the router back to its default settings, you need to connect to its default name, right? Linksys, then you will use the default password that's at the bottom. And then after that, you need to access the website http://myrouter.local or the IP address 192.168.1.1 for you to start the setup procedure and then the setup I'm the router Um 192.168. Um. you need to set up the router first in order for it to work. Um.
05:00
Speaker 1
line to walk through the process. So you said for the process, where do we go to activate it? No, No, but No. No, but no, No, listen. Where do we go to, set up the router? That's the question. What website do we need to access to, fix the router? Okay, hold on 192. Hold on. Hold on. You talking way too fast. 192.168.
07:00
Speaker 2
192.168.1.1 for free since the router is out of warranty can pay for support that's $15 for an hour but the website is 192 168 dot 1 1
07:00
Speaker 1
So all we're putting in is one nine two dot one six eight dot one one dot one and it's going to pop up a website. Hold on. So not on the search bar. So where do we type it in? This is the search bar, though. Yeah. Linked to support. Or right here is where she's talking about the thing. Maybe one mile. So what what bar are you talking about?
08:00
Speaker 2
Then once you access the website, just follow the on-screen instructions. Yeah, make sure you take that in on the URL bar or the web address bar, not on the search bar. at the very top bar. The very top bar where you can see HTTPS and then a very long address. That's where you type that in.
08:00
Speaker 1
So I type in my name and nothing's coming up like I don't understand. A different browser like what kind of browser? I don't understand I mean. Link is a link. OK. Yeah, 192. I use Chrome. What browser are you using? So y'all can't just send a new signal to it and fix the issue? No, it's not under warranty, so they won't let help us know much. That's just stupid. Why would y'all sell products that y'all can't help us with? Take next. It's engaging, people can help us with it. Yes. Yeah, but. OK, we got
09:00
Speaker 2
Aight And so if if if you don't if if that will not work on the first website. Sorry, you can use a different browser ma'am. Like Microsoft Microsoft Edge. Okay. What web web what what browser are we using right now, Ma'am? Okay, if it will not if if if it will not work on Chrome, you can use Microsoft Edge. Okay, Ma'am. No ma'am, we cannot do that on our end. All right, ma'am. Since I am I can not longer, um, hold you on your phone.
09:00
Speaker 1
Got it. We got it. We understand. You can no longer help. I understand.
10:00
Speaker 2
Okay. Alright so, thank you for calling Lucas ma'am and have a good one.
10:00