V2 Rubric Detail — 0f8e3114-638a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 22:33
Duration
29m 0s
Contact
Keith Henry
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall79.2% (+23.2)

V2 Grader Summary

The agent accurately explained the router’s logging limitations and provided correct access instructions, achieving a best-effort outcome given the inability to retrieve past logs. However, the resolution was not fully confirmed as the customer was not guided through enabling the logs or verifying functionality, resulting in a partial resolution. Empathy and communication were strong throughout.

V1 Case Analysis

Customer (Keith Henry) reported a suspected hack and requested router traffic logs on MX4200. Agent explained logs are under Troubleshooting > Logs, disabled by default, and not retroactive. Provided access URLs (myrouter.local, 192.168.1.1) but incorrectly stated default password is 'admin'. Advised enabling logs for future monitoring.

Troubleshooting Steps
  • Confirmed router model (MX4200).
  • Identified location of traffic logs in admin UI (Troubleshooting > Logs).
  • Explained logs are disabled by default and not retroactive.
Key Observations
  • Agent correctly identified the MX4200 model and explained the non-retroactive nature of logs (KB-accurate).
  • Agent provided correct admin URLs: http://myrouter.local and http://192.168.1.1 (KB-accurate).
  • Agent incorrectly stated the default admin password is 'admin' for MX4200 (contradicts KB: default password is typically on the device label).
  • Agent did not verify customer access to the web UI or confirm current password/recovery key, creating a potential blocker.
  • Agent did not collect serial number or warranty status, which is a protocol miss for product-specific support.
  • Agent suggested enabling logs might retroactively capture past activity ([24:00]), which is factually incorrect and misleading.
Positive Highlights
  • Correctly identified the router model (MX4200) and confirmed it as a Velop device.
  • Accurately explained that traffic logs are under Troubleshooting > Logs and are disabled by default.
  • Set correct expectation that logs do not capture retroactive data—key technical point handled well.
  • Provided correct access URLs: http://myrouter.local and http://192.168.1.1.
  • Maintained a polite and empathetic tone, acknowledging the customer's distress.
Agent Errors / Gaps
  • Provided incorrect default admin password ('admin') for MX4200—contradicts KB guidance (default password is typically on the device label).
  • Failed to verify customer's actual admin password or recovery key before giving login instructions.
  • Did not collect serial number, which is standard protocol for product-specific troubleshooting.
  • Did not verify warranty status, which is required when discussing device-specific features or support eligibility.
  • Suggested enabling logs might recover past activity ([24:00]), which is technically false and undermines trust.
  • Did not create or cite a HappyFox case, indicating poor case management discipline.
  • Long silences and filler phrases reduced call efficiency.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent correctly explained that logs are disabled by default and cannot retrieve past activity, but did not confirm whether the customer could access the router or enable logs, leaving resolution unconfirmed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent provided access steps (myrouter.local, 192.168.1.1, default password), but did not guide the customer through enabling logs or verify current settings, limiting troubleshooting advancement.
R3 Met Correct resolution path conf 90%
Agent selected the correct path—enabling router logs for future monitoring—which aligns with product capabilities and the customer's request for network visibility.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the need for logs but did not ask diagnostic questions about recent connections, device behavior, or malware removal to narrow the root cause of the breach.
T2 Met Appropriate tools / resources used conf 95%
No additional tools (e.g., remote access, logs export) were available or required; agent correctly directed customer to local web interface as the only viable method.
T3 Met No misinformation conf 95%
All technical details (default IP, admin password, log disablement, no retroactive logging) were accurate per Linksys documentation and KB articles.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent responded to questions but did not set initial expectations, frame the interaction, or summarize next steps, resulting in a reactive rather than guided flow.
C2 Met Confirmed understanding conf 85%
Agent used plain language, repeated URLs and instructions, and adapted to customer’s non-technical level, ensuring clarity and accessibility.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on the call, did not transfer, and took ownership by providing actionable information and follow-up options.
O2 Met Proactive follow-through conf 90%
Agent clearly stated the next step: enable logs at home and call back if needed, and referenced support.linksys.com for additional help.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or evident; this appears to be a first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—customer sought information, not advanced diagnostics or hardware support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy with phrases like 'I'm sorry to hear that' and 'I understand sir,' acknowledging the customer’s distress sincerely.
X2 Met Tone & rapport conf 85%
Agent maintained a patient, supportive tone, repeated instructions when requested, and matched the customer’s pace throughout the call.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, provided direct steps, and minimized customer effort by giving clear access instructions upfront.
Call Transcript25 turns · 31 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, 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]
00:00
Speaker 1
[silence] May your bliss. I don't even know what it look like. $29.00. Part five, says nine. Police, I'm looking for something to wear. Okay. Report book, toing machine for beginners, $26.00. Come with toilet tree and everything. 26. [silence] end of audio Good. Welcome to istill. From ours, fuck everybody else. [gibberish] Hello. Yes, I'm sorry. Now I can hear you. Okay, so I'm giving you guys a call to reach out for some help at this point regarding my system here. So, recently I--
08:00
Speaker 2
Thank you for calling linksys This is Abby How can I help you, yes, hello sir, can you hear me, Okay? Alright, yes. How can we help you? Sorry.
16:00
Speaker 1
my computer was hacked and uh unfortunately they somehow got into my bank account i was able to transfer money from my bank account and that kind of stuff uh yes I know um so the the bank is is the bank is telling me that they're denying my claim because whatever activity it was um it was done on a previously um authorized uh device which is it's obviously my computer at home and that kind of stuff now what happened I believe someone was able to access my computer system remotely through some kind of Trojan or something and they did it like around 2:00 a.m. my time right so Eastern Time so I I was sleeping when all of this transpired um but I figured I I would possibly call you guys to see if there's some Yes, exactly. Well, okay. So I don't know if I'm asking the right question. I'm not I'm not a technical expert at this, so I'm just trying to see if there's any kind of report that can be generated that that would show, you know, my system was accessed at a certain time and and what and and if possible, from what IP address it was accessed and what other types of kinds of types of other information can be found in it and such kind of stuff? How do you find those reports? Do I have to go and just, like, find them within the system or are there websites where I can go and, like, download them or? Um, Well, if you're on a computer, I'm assuming you can do a search anyway of your, of your logs and just like filter out by a certain time. But if you're trying to look from like a web admin perspective, you usually log into your web hosting or domain or whatever the case may be. And there usually, sometimes at the main interface of your server, it'll show you some logs, sometimes activity. [silence]
17:00
Speaker 2
Okay, so you're looking for activity logs on the router is that what you're asking, sir?
18:00
Speaker 1
[silence]
19:00
Speaker 2
Yes. Mm-hmm. Yes. Okay. Well, uh yeah, I'm just pulling up your record here by the way, sir. I'm sorry. Um, so this is Keith, right? Keith Henry, H-H-E-N-R-Y@gmx4200.com, and you have an MX4200 router, correct? Yes. Yeah. Okay, to answer your question, actually, um, there is a particular log on the router, okay? Um, that log actually show the incoming slash outgoing traffic as well as the devices connected to the internet. That log will definitely be helpful in discovering the suspicious connection and which device is accessing the network without your consent. So in essence, um, that log will help us to figure out the identity of the device that is accessing the network.
19:00
Speaker 1
Oh, okay. Okay, so. Okay. Well, one second. If you don't mind, I'm going to type it out completely, um, like what are the steps? Because, um, I'm actually about, uh, ten minutes away from home. Uh, so I'm going to type the steps in, you know, um, so when I get home, I can do it. So, if you don't mind, just say it again.
20:00
Speaker 2
traffic security alerts and DHCP client details on the links is router and that can be seen on the web interface if you access the router setup page it's under troubleshooting if you go to troubleshooting yeah there's the only way for us to access the router is to go to http://myrouter.local if you're familiar with that or you go to the IP address okay yes to be able to access your router settings um it's either you go to http
20:00
Speaker 1
Okay, so my router okay okay 1 9 2 1 168.1.1. Uh huh.
21:00
Speaker 2
http://my router.local or yeah my router.local or you go to http://192.168.1.1 okay so once you.1.1 yes that's the default IP address of your lynxts router so once you uh Yeah, once you type that on the address bar, it's going to ask you to enter the router password. So just type in the router password, by default it's admin
21:00
Speaker 1
Okay. [silence] Okay. [silence] I'm following you. [silence] Troubleshooting [silence] logs. [silence] Oh my goodness.
22:00
Speaker 2
If you happen to change the router password before you need to put in that password, if you happen to forget the password, there's an option for you to reset the password and put the recovery key. And that recovery key can be seen underneath the parent note or your main node. Okay. Yes. And once you're able to log in, you're able to see the blue page, just go to troubleshooting. And under troubleshooting, there's logs option. There's a there is a tab there under troubleshooting logs, but by default, Sir Henry, let me just inform you just to set your expectation, by default, that is disabled. Okay? It's not enabled. Yes. So, that is disabled. So you have to enable that.
22:00
Speaker 1
So, this would bring the. So, if it's disabled, it wouldn't have past traffic. correct? Retroactively. Oh my goodness. Oh, Yikes. So, there's absolutely no way to get this retroactively because I called our yeah, I called our internet provider, which is Spectrum and they said because we're not using their router, they're not able to get.
23:00
Speaker 2
So, yes. And it cannot actually, yeah, it cannot. It enables the, the, uh, the logs on that day that you enable it, not on those past days. So it's not gonna log all the activity on the past, um, weeks or days. No way, sir. Hmm, uh-huh. Yeah.
23:00
Speaker 1
any information you know like I got [silence] Oh crap. Okay, okay. Okay. Let me ask you this. Yeah, thank you. Are you able to see any like weird activity like on your side, like when you pull up my account? Yeah, yeah, yeah. Yeah, 100%. Okay. [silence] Um, all right. I'll give this a shot when I get home. So I'll [silence] [silence] [silence] Bye, there [laughing] [silence]
24:00
Speaker 2
Yeah, but you can actually try. You can try, sir Henry. Just try to enable the logs and check if it can still, if it still has the history of the past activities. Yes? You can give it a try. [silence] Yeah, I'm sorry to hear that. No, sir. We don't have any access to your router for security reasons. [silence] So yeah.
24:00
Speaker 1
poured the best, yeah, all right, okay, okay, okay, so wait, I'm sorry, wait, quick question before you go, um, if I turn this on today, all right, let's say I turn this on today and there's somebody let's let's just for argument's sake here, I'm in the U.S. right, so you know, obviously I'm carrying a bunch of my IP addresses from the U.S. let's say somebody logs in to my computer remotely from from China, for example, the the logs would be able to pick that up easily, the logs would be able to see that, okay, okay.
25:00
Speaker 2
Okay. All right then. So you can always give us a call back bark if you're still having trouble. And for more information, please visit our site support.linksys.com. Okay? Yes. Well, the log will only show the incoming and outgoing traffic. So maybe um you can, it will show up there. You can see the details.
25:00
Speaker 1
Mm-hmm. It'll record it. Got in. Yeah. Uh-huh. Oh good. This would have been perfect for a couple of days ago because as I said, someone was able to login. Um, but the bank, the bank is saying, Oh, um, we're denying your claim for fraud because the, the, essentially the IP address matches, you know, my, my computer. Were I trying? And I'm I'm I
26:00
Speaker 2
Yeah. Pretty sure it will log the activities going on the router, alright? So if there's some suspicious connection between the router, the router will report that or the router will put that on the logs. So there's also a destination IP address, the MAC address, even the timestamp. Okay, you would be able to see that there. Hmm.
26:00
Speaker 1
Of course it's going to match my computer because the person accessed my computer remotely, but, you know, maybe I'm calling it the wrong names or whatever, but, um, you know, obviously, I I didn't do it. You know, nobody in my household did it. Um, yes, so that's exactly what happened. Um, someone had sent me or reached out to me to do a meeting, um, because I do real estate and that kind of stuff, and they said, oh, you know, I'm, I'm please sign on to this link for a Google Meet. Um, and, you know, at that time, I just glanced at the link and I saw it said google.com, you know, part of the domain. Um, and I unsuspectingly clicked on the link and before you know it, I downloaded what I thought was an update to Google Meet.
27:00
Speaker 2
Can you remember, sir, if you happen to click on some link from your computer? Oh, okay. Mm - hmm . . . Yeah . Yeah . Mm - hmm . Yeah . Yeah . Mm - mm . Mm - hmm Mm - mm .
27:00
Speaker 1
[silence] they got me. Yeah. So I I definitely know how I got it. But since then, it's been removed. But you know, I just want to now to recover this money that that I didn't do it, you know? Yeah. Yeah. Anyway, my friend, thank you so much. Hopefully, I I press it in there by by some stroke of luck. I mean, it it goes back. Yeah. Yeah. Got it. Yeah. Okay, okay, no problem. You don't have to. Yeah. Alright. Okay. Alright, everybody. Okay, bye-bye.
28:00
Speaker 2
[silence] yes okay. Yeah, I understand sir. Okay. Yeah, hoping yes, hoping we can actually get some important information from your routers or but yeah, hopefully that will help. But yeah, I thank you so much for your time and we again apologize for what happened. So thank you for okay. Well thank you so much for your time, sir. Keith, this is Effie from LinkSys. Thank you for calling. Have a great night. Take care.,
28:00