V2 Rubric Detail — 1799d382-6334-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 12:18
Duration
43m 4s
Contact
Steve Bennett
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132548
Support Country
United Kingdom
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall81.9% (+21.9)

V2 Grader Summary

The agent successfully resolved the customer’s router setup issue by guiding them through a reset, IP configuration, and Wi-Fi settings, resulting in confirmed internet access. While the technical path was largely correct and ownership was strong, communication gaps, minor inaccuracies (e.g., 30-second reset), and suboptimal adaptation reduced effectiveness in C1, C2, and X3. No escalation was needed or performed.

V1 Case Analysis

Customer reset E1200 v2, could not log in or get internet. Agent guided through reset, IP config check, accessed http://192.168.1.1, set WAN to DHCP, saved and rebooted. Internet restored.

Troubleshooting Steps
  • Collected device and customer info (model, ISP, serial).
  • Instructed customer to run ipconfig to verify default gateway.
  • Advised a hard reset of the router.
  • Guided customer to open http://192.168.1.1 and navigate to Internet Setup.
  • Ensured WAN connection type was set to DHCP and saved changes.
  • Allowed router to reboot and confirmed internet connectivity.
Key Observations
  • Agent frequently paused, repeated questions, and gave fragmented instructions.
  • Incorrect reset duration (30 seconds) and wrong default admin username were provided.
  • Communication was hard to follow, with many silences and unclear phrasing.
  • Despite inefficiencies, the agent ultimately guided the customer to a working configuration and confirmed resolution.
Positive Highlights
  • Collected essential customer details (name, serial 00914, ISP BT, phone, email) [02:00–05:00].
  • Successfully guided the customer to run ipconfig and interpret missing default gateway [06:00–09:00].
  • Correctly identified the need for a hard reset after initial access failed [13:00].
  • Successfully guided the customer to access http://192.168.1.1 and navigate to Internet Setup [18:00–20:00].
  • Confirmed that WAN was set to DHCP and guided through save/reboot [30:00–36:00].
  • Confirmed resolution by asking customer to test internet on multiple devices [41:00–42:00].
Agent Errors / Gaps
  • Advised a 30-second reset button hold (actual is ~10 seconds for E1200) [13:00].
  • Misstated the default admin username (should be 'admin', not device-specific) [40:00].
  • Provided vague or incomplete navigation directions within the web UI [19:00–21:00].
  • Repeated requests for the same information without confirming prior answers [05:00, 06:00].
  • Incorrectly suggested changing the router's LAN IP to 192.168.2.1 [17:00], which contradicts E1200 defaults and was not needed.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet is working: 'I’m connected, internet works' and 'I think we're good.' Agent verifies resolution before closing.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through IPconfig, verified default gateway, performed reset, accessed UI, and configured Wi-Fi settings — all relevant and sequential steps.
R3 Met Correct resolution path conf 95%
Agent pursued full troubleshooting path for a setup issue on an older model without citing warranty or dismissing support — correct path for OOW device.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified symptoms (no login, no internet), asked for serial, ISP, device type, and used IPconfig to isolate connectivity issue — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used IPconfig to verify local connectivity and leveraged the router’s web interface to inspect and change settings — correct tool use for the scenario.
T3 Partially Met No misinformation conf 85%
Agent correctly identified default password as 'admin' but instructed 30-second reset (KB says 10–20s); also gave confusing guidance about admin vs. Wi-Fi password, causing login confusion.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent placed hold and collected info but lacked initial framing, had multiple long silences, and repeated 'I can’t hear you' without resolving audio — weak call control.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but misread customer input (e.g., FE80:: as issue), used inconsistent pronouns ('sir'/'ma’am'), and failed to confirm understanding during key steps.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer — full ownership demonstrated.
O2 Met Proactive follow-through conf 98%
Issue was resolved during the call; agent confirmed functionality before closing — no pending next steps or follow-up needed.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history — no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — category not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent offered brief apologies but remained transactional; no acknowledgment of customer frustration or effort; minimal empathy shown.
X2 Partially Met Tone & rapport conf 70%
Agent attempted to follow customer pace but frequent miscommunications (e.g., IP address confusion) indicate poor adaptation to customer’s technical level.
X3 Partially Met Overall experience conf 75%
Customer repeated steps (IPconfig, reconnection attempts) due to unclear instructions; agent could have streamlined by clarifying network selection earlier.
Call Transcript67 turns · 74 lines
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Okay, I'm ready. [silence]
00:00
Speaker 1
Hi, I'm trying to reset a linksys e1200 v2 router and I'm having difficulty getting through to linksys connect software. So, I could do <start>
01:00
Speaker 2
[silence] Ingestus at G, how can I help you today? [silence] What? Uh-huh.
01:00
Speaker 1
Yeah. It's 10822 Sea Bay Charlie 69900914. Okay. My BT. That's right. So I had to factory reset it because – my lot you installed this before had changed the name of the router and possibly the password as well. So I couldn't log into it. So I factory reset it.
02:00
Speaker 2
I see. Let me have the serial number of the Linksys device, please. 00914. Got it. Let me just check on the exact unit, so please wait for me seconds. Okay? Yes, sir. May I know who is your ISP, sir? BT. Okay. So your concern is that you can't log in on the user interface to set it up? Mm-hmm. Okay.
02:00
Speaker 1
and now it doesn't seem to be connected to the internet when it was before. So that's why I'm trying to go through the setup process. Yes. V two. I tried to go to 192.168.1.1, 1.1. So, connecting to it and then it, it said there's no connection, no internet connection. Now the router is actually connected to another wi-fi box in the main house. So,
03:00
Speaker 2
I see. Got it. Let me just confirm the exact units. E 1200, right? Good. OK, so right after the reset, how did you try to log in? Yes. I see. Got it.
03:00
Speaker 1
A BT extender, but that was working before, it's now not working and I don't know if there's something else I should do manually to make it work or as you can probably tell, I am no expert in these things. I tried to login with my phone, but then I realized that the software said it was only for Windows or Mac OS and I'm on a phone, iOS, so I'm assuming you don't have software for that. So, now I'm trying to log in on my laptop, which is Windows. First time.
04:00
Speaker 2
Possibly there is. Okay. What? Yes, that's okay, sir. We can, uh, check on that. Um, may I know, sir, what device did you use to, uh, login or tried to login on the user interface? Yes, not yet, sir. Okay. Yes, sir. So, yep, before we proceed, sir, may I just ask, is this the first time you called, like, this, or have you tried calling us before? First time.
04:00
Speaker 1
Yeah, sure. It's 0 7 7 14 757 5 18. Steve Bennett. S K Bennett, so Sierra Kilo and then bennett b e w n e t t underscore UK at yahoo.io.com. [silence] Thank you. [silence] Cleveland is 2800,广东.
05:00
Speaker 2
May I have first your phone number in case you get disconnected? Mm-hmm. Mm-hmm. How about your first and last names, sir? I'm sorry? Steve. Okay, and how about your email address, sir? Mm-hmm. Mm-hmm. Okay, got it. Thank you. So, okay. So, sir, um, you've mentioned earlier, sir that this was connected to another, uh, and
05:00
Speaker 1
Yeah via via Ethernet cable. Sorry say again. Windows, Windows. Yeah. Yeah, that's right. Okay, one second. [ silence ] So command prompt on the laptop, yeah? Okay, let me [ silence ]
06:00
Speaker 2
another router, right? Via Ethernet. Okay. Um, uh, you are using Windows or mac? Uh, you are using Windows or mac? Windows. Okay. So, your Windows computer is currently connected to this E 1200, right? By default, its default SSID is 00914. Okay. Okay. So, can you do a command prompt search? Okay. Um, the CMD feature, [ silence ] IPconfig. [ silence ] Yes, uh, on your laptop, sure. Well, uh, just make sure that this is connected to your Linksys E1200. And let's do the command prompt search.
06:00
Speaker 1
Do that quickly. [silence] See which one I'm actually connected to right now. [silence] Wrong one. [silence] Let me change it to linksys. [silence] It's going to take a very long time to connect for some reason. [silence] It's connected. [silence] Okay. [silence] Come on. [silence] See. [silence] Oh, my god. [silence] Let's see. Mm, teeth. Teeth. Okay. So I'm at the command prompt? Hello? Yeah, I'm at the command prompt now. How do I do that? All one word? Okay. All at it. Silence.
07:00
Speaker 2
sir. okay sir yes sir let's do the IP config sir and let's check what is the IP address of the lace the 200 okay so on the command prompt please type IP config all over case yes one word sir all over case okay
08:00
Speaker 1
Yeah. Default Gateway is black. No Default Gateway. Oh, sorry, sorry. Sorry, there are two defaults. So there's a, ah! Could Surfshark be causing a problem? Could Surfshark be causing, a VPN be causing a problem? Oh, it's not connected though. Okay, so it shouldn't be. Yeah. So should I do IP config again?
09:00
Speaker 2
conf. okay yes yes sir. and uh kindly look for the default gateway. uh no default gateway. This is the reason sir why you can't get through the internet connection. Sorry sir. Yes, yes sir it will. uh can you disable this for like for the just for this troubleshooting like turn it off? Okay. Yes, please. [silence]
09:00
Speaker 1
Well, the default gateway is 192.168.1.1 Yeah.
10:00
Speaker 2
let's try it sir.
10:00
Speaker 1
oh one second there's another something there seem to be several so connection specific DNS suffixes for shushark whi हेe which are I've disconnected the VPN that's blank and then if I keep going down wireless LAN adapter Wi-Fi that's 192.168.1.1. but then there's another there's another wireless LAN adapter which has got default gateway FE 80 :: 3ef 0: 83 F: FE28
11:00
Speaker 2
please open a new tab or a new browser same numbers please [silence] mm-hmm.
11:00
Speaker 1
8 colon c7 a9 and then one nine two, no, one six, eight, one. to five four. I don't know if that means anything. I don't know why there's two wireless LANs back to. Wi-Fi. I just tried your open it saying a site can't be reached. I'm going to start again. I'm going to open the new browser and do it again. So I've already done that. So maybe that's causing problems.
12:00
Speaker 2
Hey, yes, sure. I'm not so sure about that one, sir. It should only provide you one IP. Anyways, let's try, sir. Open the browser, same numbers on the address bar.
12:00
Speaker 1
It's saying site can't be reached. 1921681 one. Yeah, it took too long to respond. Try checking connection checks the proxy and firewall and run windows network diagnostics. On the router. 30. Okay. All right.
13:00
Speaker 2
The sidecam is bleaching. Okay. Sir, can we do another hard reset, sir, on this router, please? Reset button? Yes, sir. Press and hold the reset button for 30 seconds. Yes, 30, sir. K. So let's just give it a few like 1 to 2 minutes. Sure until it's showing up its own Wi-Fi name again. The default.
13:00
Speaker 1
There's also, I don't know if this is of any relevance at all, there's a little blue button next to the internet input port. So adorable. D so I and, uh, I am. I was mentioning that it's a little blue button next to the input with like a recurring like recurring. Right. Not afraid to worry about doing anything with that, no? Okay, fine. Okay, so that's I try the one, um, connecting to 192.168 again. [silence]
15:00
Speaker 2
[KEEP_UNCERTAIN] I'm sorry, sir. Hello, sir. Yes, I apologize, but I can't barely hear you, sir. Yes, sir. You're lying. It's not so clear. What is it again? Sir? Oh, it's WPS, sir. Yes. No, nature. Uh, not yet. Sir, can we try
15:00
Speaker 1
Sure. Have a command prompt again? One. Oh, it's connected to the other one there. I guess connected to the wrong one. Good. Shout. Connected. So IP config again.
16:00
Speaker 2
No, I just router just, I, P config again, Sir.
16:00
Speaker 1
[silence] Hello, I'm just doing it now. Right. Right. [silence] Okay, let's see. Let's look. Default gateway is the same. 192.168.1.11. That number, okay. [silence] [silence]. [silence] [silence]. [silence] [silence]
17:00
Speaker 2
hello sir [silence] yess (sir) [silence] what is the default gate (way ((sir))? [silence] (same) number [silence] okay let's try it now sir 192.168.2.1 [silence]
17:00
Speaker 1
So now I'm at the Welcome to Linksys e1200 page. So, click here to install Linksys Connect. Is that where I should go? There are click and easy setup, get connected in three easy steps, wireless management, guest access, parental controls, and network connectivity. Are we on? What's sorry? I'm guessing, so I'm on a Linksys page which says, welcome to Linksys e1200. [ silence ]
18:00
Speaker 2
Is it still sidekick? Yes, that's good. Sure. That's good. You're on the right page. Okay. Just hold on for a minute there. Do you have other options here? Can you check below? [silence] Hello. [silence] I'm sorry. Are we on inside the user interface there? The user interface.
18:00
Speaker 1
And then the fastest and easiest way to set up your link this is to use the Linksys Connect software, which I don't have, on your Router CD. I definitely don't have that. Um. At what button. There's a click here to download linksys connect. Is that what you're referring to? Or continue with an open and unsecured network. That's it. Okay. Right. And then click to say understand. I'll continue. Then it's got username and password. That's admin, isn't it? For both.
19:00
Speaker 2
I believe there, sir, there's another option below you. Can you check uh like a skip button that's uh like a skip button there. It's usually on the underneath here. If you scroll down, you will see another option. no, sir. There, uh can you Yes, that's it, sir. Go ahead and click on unsecure document. Yes. yes, sure. Yes.
19:00
Speaker 1
all. all lowercase or any upper case.
20:00
Speaker 2
What do you mean by lower case, dear. I'm sorry. Uh-huh. Okay, user interface. Uh-huh.
20:00
Speaker 1
Yeah, I'm here. Yeah. Yeah, I've got just manual Wi-Fi protected setup, WPS enabled, and then a bunch of options go with manual. Okay. Right. Okay, I'm happy with the name it is. The links is 00914 is fine by me.
21:00
Speaker 2
Yes, yes, yes sir, I believe you're already inside sir. So for the Wi-Fi name, you just need to go to wireless and go with... Hello, sir. Yes, sorry, sir. Yes, go to wireless, sir, and there is this basic wireless settings. Yes. Go with manual, sir. Yes, you go with manual. Then you can create your own Wi-Fi network for this. Hmm. Okay.
21:00
Speaker 1
Right, so go away from wires, go into security. Oh, there it is, I see, I see, I see. Yeah, I see it. Okay. Whoa, that didn't work. Oh, come on.
22:00
Speaker 2
If you wanted to change the password, sure. Just go with, uh, wireless security, and then change it into WPA2 personal. Then you can create your password and just save it. Yes, wireless security. And now, sir. Um, still under wireless. There, there's, Okay. Okay. For security mode, sir, just change it into WPA2 personal, and you can then create your own password.
22:00
Speaker 1
okay. Oh, now. Oh, ok. I did that and saved and now it's gone to press space to play. Internet. Internet disconnected? Does that make sense? [silence] ok [silence] Aha.
23:00
Speaker 2
hello there yeah how is it? yes because you got disconnected to the Wi-Fi network because of the change just like you did so what you need to do go back to the settings of your computer uh look for the name sir of your um Linksys router and it will ask for your uh for the password so you have to uh type in manually type in the password you just created
23:00
Speaker 1
Fuck's sake. That did not work. [silence] It doesn't help that, uh, my my keyboard does not work properly. Right. verifying and connecting slowly it's saying no internet secured okay yeah yep
24:00
Speaker 2
okay can you go back to the previous page please okay and uh are you able to connect your um other wi-fi network here uh can you please connect to the other wi-fi network and then can you do the i pconfig [silence]
25:00
Speaker 1
[DOWNWEIGHT] Mmm. Oh kay. Shit. Why did it come off the command prompt. All right. So now I don't think things are change. So now it's saying the default gateway is 1 192.168 1.254 with all the FENT etc. 4.
26:00
Speaker 2
Take these. yes sir, that's for your
26:00
Speaker 1
Such a. Oh, okay. That's all there is. Yeah. Yeah. So, I'm on wireless security with the with the password. Okay. Hang on. Well, now I'm still connected to my other Wi-Fi.
27:00
Speaker 2
That's your main, uh, that's your other IP address. What's the IP against? You're 192.168.1.254. Okay. Okay, so, can you go back to the previous page, please? The links page. Okay, go back to set up, sure. Okay, under setup, you have their internet setup and there's connection type. Internet connection type. Oh, yes. Yes, please. Yeah, I think this is the 2.4 network, sir. Anyways, let's try to – let's connect to that main and then – oh, okay, that's good. You can try to connect your phone, sir.
27:00
Speaker 1
That's true, that's... Come on No, it's not connected. It's now saying, oh, Come on. No internet secured. Laptop Laptop. I can try on the phone as well.
29:00
Speaker 2
Just to confirm if it's working via Wi-Fi. Still not internet is secured. On what device is this, sir? Your phone? Your desktop, okay. Your laptop. Okay. But since you're already connected to the same Wi-Fi network, sir, can you go back to the previous page?
29:00
Speaker 1
Which page? Right. What up? Yeah, I'm on it. Nope. Under setup. I was basic setup IP V6 set up DDNS MAC address clone advanced routing. Oh Yeah. Sorry, on the left. I've got internet setup. Internet connection type and optional settings. Is that what you're referring to? Automatic configuration DHCP.
30:00
Speaker 2
okay. The link is page sir. Yes, setup. Yes, setup sir. And under setup sir, you have their internet setup. Internet connection type. Yes, but under basic setup sir. Yes, exactly sir. What is the connection type sir? DHCP. Okay. Okay, and the browser address under network setup here. Can you check what's the IP address? Is it the 192.168.1.1? Same thing. Okay. So yeah, there should be no issues with this. Anyway, sir, can I ask for two seconds for a minute, sir? I'll just need to place this call on hold. Thank you, sir. I'll be right back. Stay on the line, okay? Thank you, sir.
30:00
Speaker 1
[silence]
34:00
Speaker 2
Hello. Sir? Sir, the thank you so much for patient, waiting for. okay. Um, we are still under, uh, the, web interface of your E1200, right? Uh, the user interface of the 1200. Yes, okay. And we are still under basic tab, right? Okay. Uh, sir, can you go to network setup and router address? Okay.
34:00
Speaker 1
Well, where is network set up? Wireless? IPv6? Right, [silence] set up? So, [silence] I'm on basic, I'm on basic setup page. [silence] Where do I go? [silence] That's right, yep. [silence] The Host name and Domain name are blank. [silence] And then, [silence] end To.
35:00
Speaker 2
That will be under, um No, sir. Still under setup, sir. Under basic setup, language, internet, IPv, not IPv6, uh IP, address, subnet mask, log, video, computer, router name. Yes. Okay, basic setup page, can you read to me, sir? Um just under internet setup, you have their automatic configuration, they're, uh cp right? Okay what is below sir? The okay. Um.
35:00
Speaker 1
TU is auto and size 1500. Okay? Save the IP address. [silence] Okay. Save settings. Right. A system reboot is in progress and may take up to 80 seconds.
36:00
Speaker 2
Okay. That's it, sir. Yes, that's it. Yeah, that's it, sir. IP address. You have there 192.1.681.1, right? On the IP address. Okay. Can you change the -- yes, sir. So, can you change through the third box, instead of one, change it into two. Yes. And then save the settings. And then save the settings. Yes, sir. Let's just give it 80 seconds sir.
36:00
Speaker 1
Well first doing that, I'm going to get my remote keyboard so keying things in isn't such a pain. Okay. Will when the reboot's happened, will the screen change or not? [silence] Okay. No, it's still saying you're still saying your settings will be well, all I can I assume so because I haven't changed anything. Um, no, let me continue. Right, it's asking for my username and password. So, should I put that in? Now, this will be the new username password I've set up not admin admin, won't it? The username though, would that be linksys 000914 or something?
37:00
Speaker 2
it'll load sir, like, you know, we'll say loading. didn't change or nothing no changes at all. Okay. Can you check internet? Yes, uh, you still have 192.168.0.1 right? Okay, let's try to confirm sure. Can you fill the command prompt? Yes, please. Yes, the new one.
38:00
Speaker 1
Something else. Right away. Okay. Now just saying in valid username or password. Yeah. The password is definitely right.
39:00
Speaker 2
Still add me, sir. You just need to change the password or you just need to use the password. For the username, just add me. [silence] Invalid username and password. [silence] I'm sorry. Uh, sir, just a confirmation. Uh, where are you seeing this, uh, username and password, sir?
39:00
Speaker 1
nope, uh, no, in the middle, sorry, 19.168.2.1 slash login.cgi. right, i just did admin admin and it got me in. hmm. yeah, yeah, yeah, yeah, so, that's why i've been i've been working.
40:00
Speaker 2
Is it on the upper right part of your screen? Okay. Your middle is it okay? Okay. And it's invalid, right? Okay. Oh, I see. You haven't changed the username yet, ma'am. Anyways, um, by the way, ma'am, your password, I just remembered, sure, that the password that you just changed is just your Wi-Fi password. You haven't changed, by the way, the username and password for you to log in to this page. Okay. So, do we still have yes, ma'am? So, right now, we can turn it into a computer. Okay. Now, yes, ma'am.
40:00
Speaker 1
Let me just see what I'm connected to right now because I clearly have internet. I'm it's saying I have it's connected secure. Let me try searching something random again. That's working. Let me check something else. Yeah, I'm connected. That's working as well. So the heaters, which are connected to the Wi-Fi box are working. So I think we're good.
41:00
Speaker 2
[silence] working now? Yes, yes. Please do confirm [sir]. Try to all other devices [sir]. [silence] If they're not connected [silence] Yes, yes. you. you did, sir. okay, that's good to know, sir. uh, any other things you want to check? you're welcome, sir. thank you, sir. okay. you're welcome, sir. happy to help. have a good day. please stay safe.
41:00