V2 Rubric Detail — 15e39686-7a40-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 20:11
Duration
43m 48s
Contact
Duane Hein
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00136247
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_Router reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall69.4% (+3.4)

V2 Grader Summary

Despite technical inaccuracies in using the 5-press method on an incompatible V-L-O-P node and providing a hallucinated support URL, the customer achieved functional connectivity with devices online. The agent demonstrated ownership, communication, and customer experience strengths, but technical guidance contained material errors per KB standards. The outcome qualifies as Successful Resolution per classification rules since R1 was Met.

V1 Case Analysis

Customer had blinking red light after new Spectrum modem install. Agent performed factory reset, guided customer to connect to VLP0697 setup SSID, corrected IP entry (192.168.1.1), and helped log in with default credentials. Internet and admin access restored. Minor inaccuracies noted (malformed IP, incorrect support URL).

Troubleshooting Steps
  • Confirmed router serial number and warranty status
  • Performed a 20-second factory reset
  • Guided customer to connect to default Wi-Fi SSID (V-L O-P setup 697)
  • Corrected router IP address entry (192.168.1.1)
  • Assisted with default admin login ('admin')
  • Guided through Wi-Fi name and password change
  • Verified internet connectivity on multiple devices
Key Observations
  • Agent provided a malformed IP address (192168.1.1) at [27:00], but corrected it when the customer reported the error.
  • Agent provided an incorrect support URL (support.lensus.com) at [42:00].
  • Despite minor inaccuracies, the agent successfully guided the customer to connect to the correct setup SSID and log in with default credentials, resolving the issue.
  • Customer was able to access the router UI and change settings, confirming a technical resolution.
Positive Highlights
  • Successfully identified the router model from the setup SSID (V-L O-P setup 697) when the customer could not provide it.
  • Correctly guided the customer through a factory reset to restore default settings.
  • Effectively walked the customer through connecting to the default Wi-Fi network and accessing the admin interface.
  • Successfully assisted with changing the Wi-Fi name and password and confirmed internet connectivity on multiple devices.
  • Provided a clear wrap-up, created a ticket, and properly closed the call.
Agent Errors / Gaps
  • Provided a malformed router IP address (192168.1.1) without proper formatting.
  • Provided an incorrect support website URL (support.lensus.com).
  • Did not explicitly confirm the model's compatibility with the 5-press method, though it was not used as a setup tool in this call.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed internet access: 'connected secured' and devices (iPad, phone) connected successfully.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed reset, power cycle, and login steps, but incorrectly applied the 5-press method as a setup tool on a V-L-O-P node, which is not supported per KB.
R3 Met Correct resolution path conf 95%
Agent acknowledged OOW status but continued full troubleshooting rather than dismissing, aligning with best-effort standard for out-of-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified blinking red light and attempted structured steps, but misdiagnosed the need for 5-press method, which is not a setup or recovery function on V-L-O-P nodes.
T2 Partially Met Appropriate tools / resources used conf 80%
Used local web interface and physical reset appropriately, but misused 5-press method (a diagnostic tool) as a setup step, and failed to verify correct model compatibility.
T3 Not Met No misinformation conf 95%
Agent instructed 5-press method on a V-L-O-P node (contradicted by universal_5press_models.md) and provided incorrect URL 'support.lensus.com' instead of 'support.linksys.com'.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general control but had multiple unclear pauses, repeated questions, and disorganized transitions (e.g., sudden hold without explanation).
C2 Met Confirmed understanding conf 90%
Agent used simple language, confirmed customer understanding of SSID and password, and adapted to customer's pace during setup.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all steps without transfer, and followed through to resolution.
O2 Partially Met Proactive follow-through conf 80%
Provided ticket number and encouraged future contact, but no specific follow-up timeline or next-step ownership was set.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized for hold, thanked customer for patience, and maintained courteous tone throughout.
X2 Met Tone & rapport conf 90%
Agent adjusted pace, repeated instructions when needed, and kept customer engaged during complex steps.
X3 Partially Met Overall experience conf 80%
Customer had to re-enter Wi-Fi password multiple times and retype router credentials due to unclear guidance, creating avoidable effort.
Call Transcript62 turns · 71 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored and recorded. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.Linksys.com for more information about your product.
00:00
Speaker 1
[silence]
01:00
Speaker 2
Okay, so basically, this is for a reconfiguration of your links this router using a new modem, an upgraded connection from Spectrum, right?
01:00
Speaker 1
OK. uh-w-w-w. How many what do I have? Just one. two 0 3-two 5-8-1- 2-0. First name is Dwayne, last name is Hines.
02:00
Speaker 2
Okay, what is the model number? Okay, how many nodes do you have, sir? How many links is router or how many links is [silence] Okay. All right, and how about your phone number, can I have your phone number? Uh-huh. Uh-huh. Okay, how about your first name and last name? Okay, first name spelled as D-W-A-Y-N-E and how about your last name, sir?
02:00
Speaker 1
First name is D, U, A, N, E. Last name is Hind. H, E, I, N. The Hine, H. E. I. N. The number two at charter dot net. It was blinking red. Okay. Okay. Should I plug it in now then? No, should I plug in.
03:00
Speaker 2
Okay, how about your email address? [silence] Okay, right now, the color of the light on your router. Okay, so since you've got a new modem from Spectrum, we are going to do a reset on your Linksys router. Okay, and so then we'll proceed then with reconfiguring the device. Okay, um on your, which is the router.
03:00
Speaker 1
in the the router now. I've plugged it back in. Okay.
04:00
Speaker 2
Okay, Yes. Log it in. Bagatuna Nights and Ana. Oh, it's home. You know? You know, nipple pad. No, it's not one. Wait until the light turns, so let's wait for a minute or two to fully stabilize the router. Okay, by the way, from your Spectrum modem, the cable is plugged into which port of the router? Is it right next to the power
04:00
Speaker 1
It's next to the power and it says Ethernet. Right now there's just a light blue light on. it's solid. Oh, now it's blinking. Slowly.
05:00
Speaker 2
Is it solid or does it blink?
05:00
Speaker 1
Okay, right now I have a flashing red light. Okay. Yeah, I saw it. It's on the bottom.
06:00
Speaker 2
Alright, let me just check. All right. Okay, so here's the thing, sir. To reset this router, look for the reset button. Yes, um press and hold the reset button for 20 seconds.
06:00
Speaker 1
Okay. Okay. I released it. Right now the light is blue on top.
07:00
Speaker 2
Okay. Ando, okay. this shiny shimmering pour. Okay, let's just wait, that will take a minute or two to fully boot up. Okay, is it blanking right now or is it still solid? Pink.
07:00
Speaker 1
Blue. It's red. OK. So yet, just solid red. It's red.
09:00
Speaker 2
speaking hello sir um while waiting for the router to fully boot up just to inform you sir regarding with the status of your router um based on the serial number your router is already out of warranty and we can still provide you with um technical support okay in any case this device is not defective sir since it's already out of warranty and it's one of our um end-of-life routers um lengths will no longer provide and your replacement okay all right so right now is it possible for you to um log on to your router just by using this web browser okay the web browser that you're using just to check out if everything is functioning properly on your wireless router okay okay the web browser of on your computer the regular web browser the regular web browser okay sir okay sir so as soon as you got it
09:00
Speaker 1
red, right now. uh-oh. It's, it's a. Pinkish red, bright. Okay. Yep. Okay. Alright, I'll do it. Yeah, I did it. Now it's a yellow light. Okay. [silence]
10:00
Speaker 2
okay. okay. the shade of the color. So is it like more on a dark red or is it like more on into a pinkish red? pinkish red. okay. so the next step that we're going to do is we'll do the setup. we need to um press the reset button again, sir. It should be like five times within 5 seconds. It's like press, release, press, release, five times within 5 seconds. okay? okay. okay. so you did the press release, um, okay. So that means it's responding to the setup that we did. So let's just wait another minute or two or three minutes. okay.
10:00
Speaker 1
Okay. I went to a solid green, now it's back to a flashing red. Same red color, yes. [silence]
12:00
Speaker 2
But the red color is not the same as earlier. Right? Okay, let's just read Winnetser. okay, that's still blinking red. Okay. Okay, so right now, sir. Okay, let's wait for another minute. And then after a minute, it's still the same. The light is still blinking red. We'll do a power cycle on your on node.
12:00
Speaker 1
Okay. Okay. Okay. Yes. Still blinking red. Yup.
14:00
Speaker 2
Okay. Hi. Hi sir. Ong si. it's still blinking sir. ok kindly turn off your routers sir turn it off and then when you turn off your router turn off
14:00
Speaker 1
Okay. Okay. and The the uh the router's off, but the modem, I push the power button. It's it's more, it's more telling me it's like a reset button. Okay. Yup. Okay, they're both unplugged. The router's off, the modem's unplugged. [silence]
15:00
Speaker 2
Also your modem. All right. And then I'll tell you when to turn on the devices, okay? Both off right now. [silence] Just unplug the power cord, sir. [silence] Okay. [silence] Okay. [silence] Okay. [silence] All right, please turn on the modem first.
15:00
Speaker 1
Yep. Okay. Yeah. It's still, it's still flashing right now.
17:00
Speaker 2
like the power, the online. Okay, is the power by, a power light on the modem. Is it solid? That's when it's online. Okay. Let's just wait.
17:00
Speaker 1
Okay. Now I have a blue power light and a blue online. Do light light. a light blue light on top. Solid. Yes. I do. I play. I'm just looking now to see if it has an Ethernet port. Does this have an Ethernet port, Ronnie? I can't say I see it. No. No, I don't think it has an USB. But.
18:00
Speaker 2
The one is just blinking red. [silence] Okay. [silence]
20:00
Speaker 1
Right now I have a bright green light on my router. Solid. Yeah, yeah. Yo. Okay, it went red.
21:00
Speaker 2
Is it solid or is it blinking? Okay. Let's wait for another minute or two, just to make sure that the light will stay stays on on solid um like greenish. blue. Okay. Let's just wait to make sure. And then on your computer, sir, we'll waiting. While observing the um the light. On your computer, try to um check first at the bottom of your router. There is a Wi-Fi name Wi-Fi password name password and recovery key, or if you can take a picture of that information, we might be needing that to your laptop.
21:00
Speaker 1
But now it's back green again. So let me take a picture of the bottom. Okay, The light is still green. Should I go on my computer? It's a laptop. It's Windows. I think it's 10.
22:00
Speaker 2
Okay. Mm-hmm. Is that a laptop or a desktop? Windows Mac. Okay. And I believe you're using 11 or 10. Alright. [silence]
22:00
Speaker 1
No there doesn't appear. It appears that possibly there does appear to be some wireless internet and you may have the setup properly. Go onto a sit device, touch the Wi-Fi symbol, go to the side, you'd be able to connect to a network. tap Wi-Fi symbol, you are like tap OSRCoach 2G. What happens if you type it in and no if it says no Wi-Fi, no internet available, possibly the Wi-Fi symbol is not interested any longer. I suppose you could like to the Wi-Fi symbol on the iPhone or I watch.
23:00
Speaker 2
So on your laptop right now, so on the lower right hand side corner, look for the, the Wi Fi icon. Can you see that name? Click on that name. Then click on that icon and then you scroll to Wi-Fi. Then when you go to Wi-Fi, can you see there the name that you um the one that's underneath the battery or at the bottom? Like W-Fi setup? Mmmhmmm. Yes. Mmmhmmm. [silence]
23:00
Speaker 1
Oh, wait a minute. It does say V-L O-P setup six nine seven, which is the name on the bottom of my router. Okay. Says enter the password. So enter this password that I see here. Is that an O-U? I think it is. A zero U. The last two letters. Okay, let me let me try that. [silence] Is that a
24:00
Speaker 2
Okay, galector.name Okay . Yes If it is like a slender, um character, sorry, that will be zero if it's kinda like bulky or like that's all but I think that is zero, right? Zero
24:00
Speaker 1
Yeah, I did. I did zero. It's verifying and connecting. Yes, It says enter the password. Pass password isn't correct. All right. So you say if that's a slender, it's the number zero? Okay, let me try this again. connected secured. Yes, I am on line. Yes. one dot one.
25:00
Speaker 2
...daily check if you can go online. ...alright good. Do you want to change your Wi-fi names and password. ...okay. So kindly open a browser and then on the address bar. Please type those numbers. 192168.1.1 Yes.
27:00
Speaker 1
Wireless settings are admin wireless setting TP-Link.
28:00
Speaker 2
Sir, did you type it on the address bar or on the search field? It should be on the address bar. Are you using Google Chrome or Microsoft Edge? Okay, on the top of this space, do you see www.google.com, right? Or like google.com search? You have the yaahoo. day.com.com. Okay, just erase everything in there. And then type the numbers again, 192.168.1.1
28:00
Speaker 1
So one nine, okay, I have it here. enter. This site doesn't support a secure connection. Continue to site or go back. Does not secure. Link says Smart Wi-Fi it's connecting to, I think. It says access vel
29:00
Speaker 2
Okay. So we have three nodes in total. One nine two. one six eight dot one dot one. What options do you have? Yeah. I'll continue.
29:00
Speaker 1
I have an invalid router password. I know I did it the right way. Let me try again. Sign in. Okay username now it's saying save password, password username make up a new one.
30:00
Speaker 2
Okay, it's asking for a password, right? Yeah, use the password, the one that's, same thing at the bottom of the router. Yeah, it just doesn't. All right, sir. So, um, let me check your desktop. Okay, and before we'll, Uh, hold on, sir. Let's try this one again. How about just use admin all in lowercase, A, D, M, I, N. Yes? Uh, no, just click on, um, it asks for a, it asks you to log in with the router's username and password for security copy those numbers, right? Try it and logging right there. Yeah, it just doesn't. Undersecurity copy code password username. Security copy code password tried to log in. Yeah, it just does. You can use a lowercase A, B, C, D, E, F. That's the user admin all in lowercase, A, D, M, I, N. Gmail log in with your.
30:00
Speaker 1
Yes. The save password and then it has username blank and then a password, I'm assuming it was admin. No thanks, no thanks. Okay, so it's got, now it's got all these settings up here, I see Wi-Fi settings, the LAP top setup. Five gig. Correct. Okay, where do I change the name? On the router? Correct. Silence. Planning out complicated setup steps, each one followed by one, two, three, four, or five, each one followed by a blank. And then the other ones, one, two, three, four, five, then that one, two, three, four. Silence. You just want to get that one call and then something else.
31:00
Speaker 2
change the password. [silence] out and just click on um cancel on that sir. I think that's for uh yes. okay good. um you know on okay you have there the 2.4 and five right? Yes. you can now change the name. Your yeah you have there what page? Is it the smart Wifi? Okay on the left side look for an option Wi-Fi settings. [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
31:00
Speaker 1
I see it. Okay. So, yeah, it gives me everything here. Correct. Oh, so I can put in a new name under the 5 gigahertz band. And then should I change the password?
32:00
Speaker 2
like the 2 4 and 5. Okay, yes, you can see it there now, the Wi-Fi name and the Wi-Fi password. So you can now uh, uh, name it, sir. You can change the name now. Yes, yes. As well as on the 2.4. Yes, you can change the password into more personal. Okay, so right above the power cord, right? Okay. So your desktop is also hard- [silence] Now, click.
32:00
Speaker 1
Er, apply, yes. Okay. Okay. Yep. It says, I'm uh signing out here. I had to do something. Just a second. Oh, I'm gonna lose, lose... Okay, so it, now it says you're not connected to your router, so do, do I go to retry or?
34:00
Speaker 2
click on apply sir so click apply and then click okay [silence] by the way your laptop will be disconnected from the wireless network so all you need to do reconnect to the new name and password okay [silence] so go back to the Wi-Fi icon check if you can now detect the new name [silence] Yes. [silence] I know [silence] you go back to the Wi-Fi icon on the lower right hand side corner [silence] again click on the Wi-Fi icon again check if you can now detect the new name and password sir
34:00
Speaker 1
Yeah, I see it here, yeah, and then sign in, and then it asks me to type in the password. I see. Yeah. Okay, it says connected and secured.
35:00
Speaker 2
the one that shows not connected on the lower right. Okay. yes. mmhm. all right, what are the obvious effects of an unexpected downpour on urban infrastructure? all right. double-check again if the internet is working. you can check if you can access different websites, okay. all right. now, what is the IPV for? okay, that's great. Okay. So, do you have another device?
35:00
Speaker 1
Well, I have my my iPad and phone, but I'm I'm sure I must go through the same kind of procedure.
36:00
Speaker 2
is that you wanted to connect. Yes, if you have your iPad right now and phones, you may try to check if they can detect the network. Okay. There are network labels. Okay. All right, so kindly minimize that. And try to open your phone, check if you, if you are offline, okay, just try to open, now what, that may go through you.
36:00
Speaker 1
It looks like I connected my iPad. I'll do my phone now. Oh, my phone is already connected. Yeah. Let me try right now. Okay, thank you.
37:00
Speaker 2
okay so um i chose connected did you check if it is online on both ipad and iPhone okay sir while you are checking your ipad and iPhone if it is online can you just place your hold for 3 to 5 minutes i'm just going to check something here i'll be back okay okay thank you stay on the line [silence]
37:00
Speaker 1
yeah I'm sharing it with you-currently your preschool life is peaceful whale-showing dolphins and vibrant coral reefs like bringing the entire ocean into your home breath-taking absolutely
40:00
Speaker 2
[silence] Hello, sir. Thank you for patiently waiting. I'm so sorry for that hold. How was it? Is your phone and your iPad are now connected? Okay, that's great. So if
41:00
Speaker 1
[silence]
42:00
Speaker 2
Okey, just use the name and password, okay? Okey, is there anything else? Okey, basically what we did to set up your browser, so first we reset so that all the settings will set back to default, like what we usually erase all the settings that you set up before. Then we did the reset, we used the reset button, five presses. Remember, when we press the reset button five times, within five seconds, okay? Yeah, that's another way to set up your router, okay? And then we did the power cycle also, both modem and router, so that the modem will recognize the router, okay? Alright. So in case in the future you need our assistance again, just feel free to give a call. [silence] Give us a call. OK. And I'm going to give you a ticket number, sir. OK. Your ticket number, it will be starts with letters L T S got Larry Tango Sugar. And then 00136247. OK. And you may check our Web site at support.lensus.com for updates. OK. So thank you for um calling Lensuser. This is Carla again and have a great day to you. You're welcome. Sorry. Goodbye.
42:00