V2 Rubric Detail — 226b5fea-6066-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-04 22:38
Duration
7m 53s
Contact
Michael Hall
Issue Type
Router Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
Escalation4.00/5
Customer Exp0.00/5
Overall48.1% (+16.1)

V2 Grader Summary

The agent followed a technically sound troubleshooting path and appropriately escalated after unresolved issues, but failed to use diagnostic tools, provide clear next steps, or demonstrate empathy. The lack of resolution and poor customer experience justify an 'Appropriate Escalation' outcome rather than a successful resolution.

V1 Case Analysis

Customer unable to access router admin page; UI freezes with error 2179 after reset. Attempted 5-press reset and IP check; no resolution. Known KB workaround for error 2179 not applied. Escalation mentioned without case update or timeline.

Troubleshooting Steps
  • Advised 5-press reset of the parent node
  • Suggested checking LED status and accessing the router via myrouter.local or direct IP address
  • Guided the customer to verify the wired connection between router and AT&T modem
Key Observations
  • Agent never obtained product model or serial number.
  • Customer explicitly requested a replacement at [06:00], which was not addressed procedurally.
  • Agent missed the known KB workaround for error 2179 (direct-IP access or firmware recovery).
  • Call ended abruptly with no recap, timeline, or case reference—only a generic support link.
Positive Highlights
  • Agent remained polite and did not interrupt the customer.
  • Attempted the 5-press reset method, which is valid for certain AX/Max-Stream models if confirmed.
  • Verified the wired connection between router and modem, a relevant topology check.
Agent Errors / Gaps
  • Did not collect model/serial number or verify warranty status despite troubleshooting a hardware fault.
  • Failed to confirm device family before applying the 5-press reset method, risking incorrect procedure.
  • Missed the known KB workaround for error 2179 (`http://192.168.1.1/ui/local/dynamic/index.html`).
  • Did not validate troubleshooting outcomes—assumed steps were completed without confirmation.
  • Provided vague escalation promise without case documentation, timeline, or follow-up commitment.
  • Failed to acknowledge customer frustration at [06:00] or de-escalate the interaction.
  • Ended call without summarizing next steps or ensuring customer understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the issue; customer explicitly states the router is frozen and requests a replacement, indicating no resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent initiated troubleshooting (five-press, IP check), but skipped critical steps like modem power cycle, WAN status verification, or remote diagnostics despite UI freeze.
R3 Partially Met Correct resolution path conf 90%
Agent escalated appropriately after failed troubleshooting, but did not confirm warranty status or attempt deeper diagnostics (e.g., firmware check, logs) before escalation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptoms (freeze, no access) and asked about LED and connection type, but failed to ask about modem status, DHCP, or perform systematic WAN diagnostics.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, log capture, firmware check) were used despite a persistent UI freeze that would typically require deeper investigation.
T3 Met No misinformation conf 97%
Instructions given (five-press method, checking IP via wired connection) are technically accurate and consistent with Linksys KB for mesh systems.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent opened the call and attempted troubleshooting, but long silences, lack of agenda, and abrupt ending without confirmation indicate weak call control.
C2 Partially Met Confirmed understanding conf 88%
Agent used plain language but failed to adapt to customer's frustration or confirm understanding after complex steps like IP checking on Mac.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case throughout, performed troubleshooting, and committed to internal escalation rather than transferring or abandoning.
O2 Partially Met Proactive follow-through conf 93%
Agent promised to 'raise this to the team and get back to you' but provided no timeline, specific next steps, or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; this appears to be the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Escalation decision was appropriate after multiple troubleshooting steps failed and customer reported ongoing UI freeze.
E2 Partially Met Escalation prep & handoff conf 94%
Agent informed customer of escalation but omitted key details: which team, expected response time, or how follow-up would occur.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent did not acknowledge customer frustration, apologize, or express empathy despite clear signs of anger and repeated failures.
X2 Not Met Tone & rapport conf 96%
Agent maintained a procedural tone and failed to adjust pace or style in response to customer’s escalating frustration and impatience.
X3 Not Met Overall experience conf 97%
Customer had to repeat information and perform diagnostic steps (e.g., checking IP) that could have been guided more efficiently or handled via remote tools.
Call Transcript16 turns · 16 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Uh hi Michael This is Balu again from Linksys, customer assurance team, um can you hear me fine sir? Perfect. Yep. Anyway, uh going back so uh we reset the uh parent node and it's back to solid blue. We're going to do a a simple troubleshooting first, Michael. And um you probably know this already, but um I'd like you to do a five press method, but this time you're going to tap the parent node's reset button just five times sir. Just like how you uh uh dial the number on your phone. Simply uh one, two, three, four, five. Just five times. Oh, uh what's the color of the LED status.
00:00
Speaker 2
Thank you. Yes, I can hear you fine. The router has already restarted.
00:00
Speaker 1
Is it white? ...
01:00
Speaker 2
I don't know. It's restarted. It let me set up the router and now it's freezing again. Playback error. Sorry there was a there was an error licensing this video. Please select send back. Trist and feedback. Yeah. Just Hit the button. Hit the button again. Yes, hit the button or click submit. [silence] [silence] [silence]
01:00
Speaker 1
Okay. We just reset this one, sir, and I know you know the IP address before, okay? And it might be the IP address this time is going to be different. For AT&T modem, they usually provide a modem slash router. So have you tried or checked the IP address first, sir? Try accessing that page that way.
02:00
Speaker 2
The color is white. And it looked like everything just froze on the. Yeah. you know, I. [silence] Well, the. It won't, it won't let me do anything.
02:00
Speaker 1
Is that the computer you're, sir, right? Okay. Did you try my router that local or you've used the new IP address there? Can we try didn't you IP address there instead of my router that local? Uh, we're going to check it first there using a computer. The computer that you're on, is that a Windows 10 or a Mac computer sir or 11 Windows 11?
03:00
Speaker 2
[silence] Yes. [silence] My router isn't local. If the modem just got reset, how am I going to try a new IP address? [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
03:00
Speaker 1
okay. Is that a wirelessly connected to the network right now or it's wired there directly to the parent node, right? Oh, okay. Can we check first the IP address, sir?
04:00
Speaker 2
it's a Mac computer. No. wired. Look, every time I go log into this thing, I go back to my router.local. And it freezes up. Unexpected error 2179. We are experiencing. And we have encountered an unexpected error. The issue is wrong. So, I can't even log into connectivity now. I can't even go in and put in the IP address or whatever DNS or anything I want.
04:00
Speaker 1
change because we just reset this one. This is wired to the parent node. Can we go to the, uh, Apple symbol on the upper left? And then, um, I think you have to System Settings or System References. Okay. That's kind of strange because it's got a solid white right now. Uh, just making sure, sir. Um, uh, at the back of the LenSys router, we have a cable there, especially on the yellow port or, or the line says they're internet. The other end of that cable goes to the AT&T modem, right? All right. Since the computer is wired, uh, of course, it's one of the ports at the back of it.
05:00
Speaker 2
Uh-huh. Details. No IP address. It doesn't have an IP address. That's why I'm not getting any internet. Yes. Yes.
05:00
Speaker 1
uh... Mm-hmm. Again.
06:00
Speaker 2
already did dude it's not my first rodeo you're not talking to a novice person the only reason I'm calling you is because your product's not working now we've done all these troubleshooting steps you still have problems can you replace the router please no we've tried your troubleshooting and it didn't work we've reset the router and now it won't even come up Why would I use a workaround on a product that I own that's on the warranty when the things should be working correctly [silence]
06:00
Speaker 1
All right. Okay. I'll. Let me see what I can do Michael. OK, let me just raise this to the team and. And. report this. OK. Anyway, I'll get back to you, sir. Anyway, to know more about the products, you can visit linksys.com forward slash support. And have a wonderful day. Bye bye.
07:00
Speaker 2
okay
07:00