V2 Rubric Detail — 0e1900ee-6442-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 20:30
Duration
31m 5s
Contact
Gary Feldman
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132836
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall52.9% (-1.1)

V2 Grader Summary

The agent maintained ownership and provided technically accurate guidance, including correct power-cycle and login steps, but failed to fully resolve the internet connectivity issue. While deeper diagnostics were not completed and customer effort was not fully minimized, the agent continued best-effort support for an out-of-warranty device and set actionable next steps, resulting in a Partial Resolution outcome.

V1 Case Analysis

Customer reports WRT3200ACM on Starlink shows solid orange LED, no internet, and 'router not found' at 192.168.1.1. Agent collected model/serial, created ticket 132836, instructed power cycle, and requested receipt. Advised to wire device directly to modem and call back. Issue unresolved.

Troubleshooting Steps
  • Confirmed Wi-Fi connection to the router and attempted to access 192.168.1.1.
  • Instructed power cycle of both modem and router with 30–60 second wait.
  • Advised checking Ethernet cable connection and suggested wiring a device directly to the modem for WAN verification.
Key Observations
  • Agent prioritized receipt collection over basic WAN diagnostics, delaying troubleshooting.
  • No verification of Ethernet cable condition, WAN LED status, or physical link integrity was performed.
  • Call ended without confirming internet connectivity; the issue remains unresolved.
  • Agent failed to escalate or provide self-help resources after determining the device was out of warranty.
Positive Highlights
  • Collected accurate model and serial number and created a ticket ([01:00]–[02:00]).
  • Provided correct admin URL (192.168.1.1) and default password (admin) ([06:00], [07:00]).
  • Guided the customer through a proper power cycle of modem and router ([10:00]–[15:00]).
  • Correctly identified the need to test WAN by connecting a device directly to the modem ([20:00]).
Agent Errors / Gaps
  • Prioritized receipt request over basic connectivity checks, causing unnecessary delay ([03:00], [16:00]).
  • Did not ask about or verify the Ethernet cable/WAN port LED status, a critical step for WAN issues ([08:00], [09:00]).
  • Repeated instructions and unclear guidance led to inefficient call flow ([12:00]–[15:00]).
  • Failed to provide a concrete immediate fix or clear next-step timeline ([29:00]–[30:00]).
  • Did not offer any self-help path (e.g., KB article, email with steps) after determining paid support was required, leaving customer without actionable guidance ([30:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still experiences 'router not found' and no internet after power cycle and multiple attempts to access 192.168.1.1; issue was not resolved by end of call.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent performed power cycle, checked physical connections, and guided customer to router UI, but did not advance to deeper diagnostics like WAN status or ping tests before deferring to callback.
R3 Partially Met Correct resolution path conf 90%
Agent continued troubleshooting despite OOW status and requested receipt to update warranty, but did not clearly frame ongoing support as best-effort or set expectations for what could be achieved without immediate receipt.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified no internet and red exclamation mark, asked about modem and Ethernet cable, but failed to ask about WAN IP, DNS, or upstream connectivity indicators that would narrow root cause.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent used router web interface to view network status and firmware version, but did not use built-in tools like WAN status, ping, or logs to diagnose connectivity; relied on customer-reported symptoms instead.
T3 Met No misinformation conf 97%
Agent correctly provided admin password (admin), local IP (192.168.1.1), power-cycle sequence, and troubleshooting path—all factually accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained call control but allowed conversation to drift between receipt collection, boot timing, and UI navigation without clear agenda or time management.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but repeatedly misstated IP address (e.g., '1,1,9,2,168') and did not confirm understanding when customer struggled with UI navigation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and committed to sending follow-up email with instructions.
O2 Partially Met Proactive follow-through conf 90%
Agent provided next steps (send receipt, wire device to modem, call back) but gave no timeline or proactive follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and issue did not clearly require escalation at this stage; further troubleshooting was still possible.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained courteous and professional but did not explicitly acknowledge customer frustration or repeated effort; empathy was present but generic.
X2 Partially Met Tone & rapport conf 87%
Agent attempted to guide customer through steps but did not adjust pace or check comprehension when customer showed confusion with IP entry and UI navigation.
X3 Partially Met Overall experience conf 89%
Customer had to repeat receipt info and perform multiple power cycles, but agent did offer workaround (screenshot) and attempted to streamline next steps.
Call Transcript58 turns · 60 lines
Speaker 1
Yeah, thank you. I have a Linksys Uh, uh, router, uh, on my boat and it was, uh, it is out of warranty and it died and I ordered, uh, a replacement router.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warinancy products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linkssys.com. Please have your device serial number ready. For assistance, press 1 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 products, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. This is RG and I hope you're good today.
00:00
Speaker 1
which I thought was new, but it turns out it's used. Um, so, I don't know if it's still on warranty or not, but I'm having trouble connecting the new slash used router, uh, to my existing network. So I've got the serial number, uh, can you tell me how to proceed with this? Correct? Correct. Okay, the serial number is 198102608B001837.
01:00
Speaker 2
[silence] Can you please let me just confirm if I'm talking with Gary Feldman? And your email address there is GaryRF at gmail.com. Okay. Can we provide a serial number of that device? Okay.
01:00
Speaker 1
correct. model number is WPT 3200 ACM, I'm sorry. Can you say that again? Yes, WRT 3200 ACM, yes. It is Starlink on the boat.
02:00
Speaker 2
W-R-T, I guess, 3200 ACM. Is it W-R-T 3200 ACM? And who is your Internet service provider?
02:00
Speaker 1
I purchased it from Amazon and I thought I bought a new one, but I guess I didn't. Uh, so it just came today. Uh, provide a receipt? I'm sorry? Yeah. I've got an Amazon receipt. It just came came I bought it about two, three days ago and it just got delivered today. Okay. I can do that. Uh, well, I've connected it. I'm uh, uh, and I've connected it uh, using the uh I've connected my Wi-Fi and it shows up under my list of
03:00
Speaker 2
and where did you purchase this router? But were you able to provide a receipt, sir? yeah. Okay so I can set up your Lynksys router but after we're going to set up the device I want you also to provide the receipt so that they can update the warranty status of your Lynksys router, okay? and what have you done so far?
03:00
Speaker 1
I've used the Wi-Fi and I've used the router password on the label on the back of the router and I'm able to connect to the router. It shows up as uh as being connected to the router. But I I can't get Wi-Fi. Correct. I'm I'm I'm sorry, hold on. Let me just switch uh hold on for one second here. Um, okay, I'm back. I don't. I have my iPad here. Is that will that work or no? Uh, connected to the same network
04:00
Speaker 2
But no internet connection. Do you have a, a laptop or a computer in your end? Okay, do you have a computer or a laptop which we can use to set up your Linksys product? Okay, connect your iPad. Connect your iPad to your Linksys network.
04:00
Speaker 1
Okay. Uh, das unable to join. I'm not sure why. It was before. Let me try again. It's telling me unable to join. Let me just shut off Wi-Fi and try that again. [silence] Okay. I'm now connected on my i Pad. but no interconnection, no Internet connection. Yes. Um, okay.
05:00
Speaker 2
Yes. Okay, but you're connected. Okay. Kenley, open your browser, search Google.
05:00
Speaker 1
It's opening. It's opening. Sorry. One nine, two. One nine, two dot 168 with Dot one dot one. Okay, dot one dot one. Okay. Link says smart Wi-Fi. Wi-Fi says waiting. The bar. Oh, it failed, nerd.
06:00
Speaker 2
Again, then on the address bar type one nine two one nine two one nine two, one six eight dot, one dot one. That one, that one. Okay.
06:00
Speaker 1
Okay, it says internet connection is down. It says access the router. The router password, they want. This I tried this. It just didn't. Okay. Okay. That got me in. It says waiting again. The the circles going around here. Okay. Now I've got, uh, eight little boxes, network status, network history, Wi-Fi settings, guest access, blah, blah, blah. Where do I go from here? [silence]
07:00
Speaker 2
Yes, the router password is use admin all lower case a-d-m-i-n. What is your network status?
07:00
Speaker 1
say one more time, uh, network status. It says, uh, uh, there's a green check next to, um, uh, this device, and there's a red exclamation point, no Internet connection on the router. Okay. Uh, could we do that? I think it is. Okay. Uh, I, I thought I already gave you that. W, uh, WRT 30, uh, the mode, the
08:00
Speaker 2
What is your network status? Is it OK? Check the physical connection. Make sure the ethernet cable is properly plugged in from the modem to the internet port of the router. Yes, so make sure the the ethernet cable is properly plugged in from the modem to the internet port of the router. Can you please provide a model number of the modem? No, the modem. The device from Star.
08:00
Speaker 1
modum. Oh, um, that's uh, I don't know where to get that. That's it's a new Star 8 Generation 2. Um, it's uh, I don't have it. I don't have it and I'm not. On the, on the, uh, links on the modem. Um, yeah, okay. I'm sorry. I've got to pull it out of here. Hold on. It's upside down on the. I'm trying to get it out of there. It's on a boat. It's not an easy thing to do. Um, okay. There are two ports on the bottom.
09:00
Speaker 2
model number. But how many ports do you have do you have on the modem? No, modem, how many ports do you have on the modem?
09:00
Speaker 1
I'm sorry. Sorry, so I'm sorry, so, they're both devices okay um Okay, let me just do these one at a time. I'll shut the router off. The router is off and now shut the modem off as well. Uh, the the start, the Star Link router.
10:00
Speaker 2
okay, can you please unplug the power adapter of the modem and then the router from desktop now let's wait 30 seconds up to 1 minute because I will let you know which device needs to be plugged in first. let's proceed to restart your modem and the router. Unplug! unplug the power adapter of both devices. so we need to power cycle the modem and the parent node. yeah, modem and the router.
10:00
Speaker 1
Yes. Is that what we're talking about? Yes. Okay. Okay. But still leave the, the ethernet cable from, from Starlink to the back of the, yeah, okay. All right. Okay. So everything, everything is off. Okay. Okay.
11:00
Speaker 2
Yes. Unplug also the Starlink modem and the router from Lynxys. Of course. Yes. So let's wait 30. So let's wait 30 seconds up to one minute and I will let you know which device you're going to plug in first. Okay, so you may now proceed to plug the power back of the router Lynxys router.
11:00
Speaker 1
So to turn the Linksys router on first. Okay. Oh, you know, they're coming off the same power source. All right, let me, um, I don't. Whoa, okay. You know, they may have, they're both on the same power source. I may have to-- I think they're both coming on at the same time. Do they have-- does--
12:00
Speaker 2
Now we're gonna proceed to plug the power back of the modem.
12:00
Speaker 1
Let's see what happens here. [silence] OK. OK. [silence] I wonder if we can do that again. [silence] Let me let me- is it is it important that the- Linksys comes back on before the the router before the modem comes back? [silence] OK.
13:00
Speaker 2
And I also sent the message to your email, sir. All you need to do is to attach a receipt. Reply, then attach the receipt. Yeah, it's okay. Let's just try to observe what will happen.
13:00
Speaker 1
Okay, I'm going to shut, I'm going to shut them both off again, and do this a little bit differently, so I can unplug them separately here. Okay. Okay. Uh everything is unplugged here. Now we'll wait 30 seconds. Uh and then I'll put the I'll plug the router on first. link sys router. And then plug the modem back in, correct? Okay. Okay, I just turned the Linksys router back on. How long should I wait before I plug the modem in? I'm sorry, how long should I wait? Okay, I can I can put the modem back on. Okay, I'll plug it back in. Okay, done. [silence]
14:00
Speaker 2
You are now ready to plug the power back on the modem. Now proceed. Now to plug the power back on the modem. [silence] And let's just wait for both devices to [silence]
15:00
Speaker 1
Okay. Well, I, the, the receipts, uh, electronic from Amazon, uh, I, I can't, I can't, I don't know how my how am I going to send you that? Let's let's uh, what, what I'm getting now, I'm getting a message on the 192.168.1.1. It keeps flashing router not found. You are not connected to your router. Keeps saying retry.
16:00
Speaker 2
they boot up and while they're booting up sir would you please provide the receipt so I just sent the message to your email and can we attach the receipt yeah because your router still booting up and of course sir I really need to have the receipt because just in case you call us again so the next technician can proceed to help you because as of the moment I cannot update the war
16:00
Speaker 1
Okay. Okay, I can, I can do that, but I can't do that right now while I'm connected to everything else. Yeah. Uh, 'cause I don't wanna lose you. Uh,
17:00
Speaker 2
Unavailable to work status, because you doesn't have any receipt. So just do a screenshot. Maybe you can check your account of the Amazon on your Amazon account. Do a screenshot or take photo of the receipt, that includes the device information and also the date of purchase. Okay. Are both devices fully booted up?
17:00
Speaker 1
Well, as far as I can tell, on the front of the router, I have a solid orange button, uh, solid orange light from internet, and, uh, the modem, uh, is booted up as well. Uh, well, I, um, keep getting this box that says, uh, router not found. Um, you go back to settings and, okay.
18:00
Speaker 2
Okay, gently reconnect your device to your network name and password, and check if you can access the Internet. Okay, you need to select your WiFi name and enter the WiFi password to connect.
18:00
Speaker 1
OK, I'm connected once again to the router. Uh, and um, I'm still getting under network status, that window that shows router with a red check next to it. Just, um, uh, So just try and see if I can get on the internet here. I mean, um, okay. OK. Um, [silence]
19:00
Speaker 2
Then check if you can access the internet or you can't browse. but your tablet shows connected. Yeah, try to open browser, watch videos, if you can watch videos via youtube
19:00
Speaker 1
[silence]
20:00
Speaker 2
Do you have a device which we can use to wire directly to the modem? Yes, to check if the modem is providing internet connection, because we tried to access the web interface, it shows that your internet is down. So there's a possibility that your modem doesn't provide any internet connection. Okay, can you please go back to the link in Linksys Smart Wi-Fi tools?
20:00
Speaker 1
The the one the one nine two with a one nine two address? Yeah. Okay. Uh. Uh. Uh. Sorry, I'm having trouble getting back there for some reason. Let me try it again.
21:00
Speaker 2
1 9 2 dot 1 dot 6. Yes, 1, 1, 9, 2, 168, dot 1. 9
21:00
Speaker 1
um type back in admin okay i'm almost there All right, I'm back at the, the Wi-Fi tools. Um, well, that is, um, it shows the same thing. No, inter, no internet connection. Uh, media parental controls, that focus. I don't, I don't see troubleshooting anyplace. Oh, troubleshooting. I'm sorry. I, okay, got it. Uh, um,
22:00
Speaker 2
What is your network status? Okay, what is your network? No internet connection? Okay, now go to troubleshooting. Click the troubleshooting on the left side. Troubleshooting and then you're currently on status. Under status, there you can see the report, a small.
23:00
Speaker 1
[KEEP_UNCERTAIN] yes Guary's iPad son I'm sorry so yeah I'm looking at this what am I looking for it says my iPad is I don't see the the I don't I don't I see refresh open and browser print client table that I'm I'm yes I'll report okay I see it yeah I got it I got I got okay all right I've got it now what uh
24:00
Speaker 2
Firmware version. Only provide the firmware version of your Linksys router. Status click report. Click report. The word report. Status, you are on status. Yes, below status turn, you can see a very small word report. Okay, can we provide a firmware version?
24:00
Speaker 1
Internet connection, connection type, automatic. Okay. Further version of the router is 1.0.8199531. Correct. Automatic configuration. DHCP. Uh, 192.168.89.43. Thank you.
25:00
Speaker 2
Firmware so you'll get the firmware version here, that is on the very top, so it's 1.0.8 dot 199531. Okay, then scroll down slowly. Look for your internet connection IPv4. What is your connection type? And your internet address.
25:00
Speaker 1
168.89.43 Ethernet port, uh, it says Internet, uh, with an X under 10, uh, 100 megabytes. Megas. Uh, what exactly am I looking for here? Um reports. Correct. It's there. The X is there.
26:00
Speaker 2
192 dot scroll down on the very bottom and can they look for the port status or port. So in line with the Internet, the X mark is located into 10/100 in pbs, which means the ethernet cable that you currently used is compatible to handle up
26:00
Speaker 1
I'm sorry. So what am I supposed to do here now? Okay. All right. So, so, so my next step is to do what now to get you the receipt? Okay. And where do I send?
27:00
Speaker 2
okay, so the only option that we're going to do is to wired a device there directly to the modem. And after that, we really need to gather some information of the modem, such as the Mac address, for the advance troubleshooting. secure, Yeah, make sure to provide the receipt and kindly secure a device which we can use to wired directly to the modem. And then now kindly check sir, since you have an internet address now, kindly check if you can browse.
27:00
Speaker 1
I'm sorry. to do that right now. It still shows no internet connection. to one nine two point one six eight point one point one. Oh, you mean to any web page? Yeah. To see if I can, are you telling me to see if I can open internet? Um, okay. Uh.
28:00
Speaker 2
refresh the web page. Right now, yes. Refresh the web page. Have you tried to refresh the web page? Refresh, yes. Yes. Yes.
28:00
Speaker 1
No, it still says Safari can't open the page because the server can't be found. Well, okay. Um, okay. So I need a lap, I, I need a laptop down here and uh, and then to call you back, is that the plan? Okay. Okay. Um, an extra reason, it capable. Okay. So just one more.
29:00
Speaker 2
3, So the only thing we need to do next is to wired a device directly to the modem. to verify if the modem. yes. so first make sure to provide the receipt next is to secure a device to wired directly to the modem sir and then call us back and make sure also to grab an extra ethernet cable.
29:00
Speaker 1
I don't know where to send. Where do I send, I can do a screenshot of the receipt from Amazon, etc., but where exactly do I send it? Okay. Okay. Okay. I will do that, then, uh, then call back. Thank you for your help. Okay. Bye bye. Okay. 132836. Okay. That's the ticket number. 132836. Okay. Very good. Thank you. Okay. Bye bye.
30:00
Speaker 2
I sent the message to your email, and then reply, reply to it, and attach the photo or the, screenshot of the receipt. Yes, okay, you're welcome, sir. And I will also provide your ticket number so that the next technician can quickly access your information. So it's 1-328-6. Yes, 3, 6. Number Yes. Exactly. You're welcome. And have a great day.
30:00