V2 Rubric Detail — 2a9f8aee-5f6a-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-03 16:35
Duration
27m 8s
Contact
303-919-9815
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent provided materially false technical information (T3 Not Met) including non-existent URL, incorrect default login, and wrong reset duration — constituting a critical failure under rubric section A-F. Specifically, 'links is smarty wasive.com', '192.2000..', 'user/1234', and '5 seconds' are all confirmed inaccuracies that could prevent resolution and mislead the customer.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership2.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve the issue, provided multiple materially incorrect technical details, and offered no real troubleshooting, only a generic guide and paid-service option. Despite the customer’s clear distress and long-term loyalty, empathy and communication were lacking. The interaction contained critical inaccuracies that trigger an auto-zero under the rubric.

V1 Case Analysis

Customer experiencing IP conflict and no internet after Verizon modem replacement; agent provided incorrect admin credentials, IP address, and reset instructions. No resolution achieved. Email guide not received.

Troubleshooting Steps
  • Requested serial number (partially captured).
  • Incorrectly assessed warranty status.
  • Provided invalid admin URL and IP address (192.2000…).
  • Gave incorrect default login (user/1234).
  • Directed customer to perform a 20–30 second reset without model confirmation.
  • Claimed to send email guide (not received by customer).
Key Observations
  • Agent provided invalid IP address (192.2000…) at [17:00], which does not exist in IPv4 format.
  • Agent gave incorrect default login credentials (user/1234) at [17:00]; no Linksys model uses this combination.
  • Agent instructed 20–30 second reset at [24:00], which exceeds standard 10-second factory reset and risks hardware damage.
  • Agent claimed links is smarty wasive.com is valid at [17:00], but linksyssmartwifi.com is deprecated and local access should be used.
  • Email with guide was promised at [25:00] but customer confirmed non-receipt at [26:00], indicating delivery failure.
  • Agent failed to obtain product model despite troubleshooting a specific device issue.
  • Warranty misstatement at [06:00] contradicted customer’s purchase date (May 7, 2024), which is within one year.
Positive Highlights
  • Agent created a HappyFox ticket (LTS00132053) and provided the number to the customer at [13:00].
  • Agent attempted to guide customer through command prompt to find default gateway at [20:00], though the instruction failed due to router state.
Agent Errors / Gaps
  • Failed to obtain correct product model and serial number.
  • Incorrectly stated warranty was expired/out-of-warranty despite customer providing May 7, 2024 purchase date.
  • Provided invalid IP address (192.2000…) at [17:00].
  • Gave incorrect default login credentials (user/1234) not valid for any Linksys model.
  • Directed customer to use discontinued remote URL (links is smarty wasive.com) instead of local access.
  • Instructed 20–30 second factory reset, exceeding standard 10-second duration and risking damage.
  • Did not verify customer could access router before or after reset.
  • Failed to confirm email delivery of troubleshooting guide.
  • Did not identify topology: failed to confirm if modem was in bridge mode or causing IP conflict.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only sent a generic guide and ticket number without restoring connectivity.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting performed — skipped checking local access, firmware, or actual network topology; relied on incorrect assumptions and generic KB redirection.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated warranty was one year (should be two), dismissed customer's receipt, and failed to offer best-effort troubleshooting for an OOW device — violating OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified symptoms (IP conflict, no internet) and asked for serial number, but failed to probe deeper or validate root cause with tools.
T2 Not Met Appropriate tools / resources used conf 98%
No use of diagnostic tools — did not guide customer to local UI (192.168.1.1), check logs, or verify WAN status; relied solely on verbal description.
T3 Not Met No misinformation conf 100%
Agent provided multiple materially incorrect facts: wrong warranty length, defunct URL 'links is smarty wasive.com', fake IP '192.2000..', default login 'user/1234', and 5-second reset (should be 10–20).
Communication
C1 Not Met Clear & professional language conf 94%
Agent lacked call control — jumped between topics, gave no clear structure, and failed to manage expectations or transitions.
C2 Not Met Confirmed understanding conf 95%
Used inaccurate and confusing terminology (e.g., '192.2000..', 'user/1234'), did not confirm understanding, and failed to adapt to customer's technical level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent stayed on the call and created a ticket, but prematurely defaulted to paid service instead of attempting resolution, reducing ownership.
O2 Partially Met Proactive follow-through conf 88%
Provided next steps (reset, check gateway, email guide), but no timeline, follow-up commitment, or confirmation of receipt.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was warranted — issue was within L1 scope; agent correctly chose not to escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent failed to acknowledge customer’s frustration, long-term loyalty, or repeated troubleshooting efforts; remained detached and scripted.
X2 Not Met Tone & rapport conf 96%
Did not adjust tone or pace to customer’s confusion; continued delivering inaccurate instructions despite clear signs of disengagement.
X3 Not Met Overall experience conf 97%
Forced customer to perform all steps alone — locate reset button, run ipconfig, wait for email — without agent-side validation or simplification.
Call Transcript48 turns · 52 lines
Speaker 1
Thank you. So yes, hello, ma'am. I've been a long term customer with you guys for decades and I recently purchased a Linksys router, one of the newer [silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Thank you for calling Linksys support. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com with your Device's 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, a paid support option may be available depending on the issue. Hi, thank you for calling Linksys. This is Chef. Can I help you today?
00:00
Speaker 1
model ones and um I'm trying to um hello? Yes so I'm I'm trying to to troubleshoot a problem that we've been having today and um at first we thought that it was the Verizon our our our modem that we had problems why we weren't having internet. So I've already I just replaced my my Verizon modem and it appears that I'm still having the same problem. So I believe that this router that I bought is potentially still under warranty. I was hoping that maybe you you guys might be able to to at least um tell me if there's anything if it is and then if there's anything maybe you could help me with troubleshooting and seeing why I'm having issues with this thing connecting. Hold on a second. Let me see if I could I know it's on the bottom. [silence] Okay. [silence]
01:00
Speaker 2
Yes, I'll try and you're well sure. [silence] I definitely help you with that. May I have the serial number of the links this device are please.
01:00
Speaker 1
I'm going to have to take a picture of it and blow it up. Hold on one second. I'm I'm old, so I have to uh I've got to look at this and then um um blow it up so I can read it back to you. Okay. Um looks like the serial number is 4-5. Damnit. Why did I do that? Um 4-5, C as in Charlie, 1-0, M as in Mary 2-9, D as in David 01-95. Pardon me? This is the only note I have. I was going to add another one, but I don't
02:00
Speaker 2
You got it, sir. And yeah, let me just check on the exact unit. OK, please give me a couple of seconds. You have how many nodes in total, sir? How many layers from browse do you have? OK.
02:00
Speaker 1
know if this one failed or not. I just, like I said, I'm hoping that it's still under warranty. I think you guys have a two-year warranty on these things, don't you? I don't believe it's that old. through through Amazon. Not offhand. Let me see if I can research the order. Give me one second here. No, I've been using it for the last two years. And then all of a sudden, today, my my wife and she just we we bought it in in uh the summer of 2024. Yeah, it just we have something started [silence]
03:00
Speaker 2
Where did you purchase this and this router? Amazon. Amazon. Can you remember when was that sure? Yes. Yes. So this is the first time you're using this browder, sure, right? Oh, I see. Mm. Okay. So, this was working fine before.
03:00
Speaker 1
Acting up today and we didn't have no internet so we thought it was the Verizon modem. And after hours of troubleshooting, um we we replaced it, but now it seems to be doing the same thing. So, we're getting we're getting internet apparently, but whatever that's going on with this router, it's it's it's being intermittent and it won't it doesn't want to connect to the pages and um or you know load pages. My wife can't log into her remote desktop. So yeah, we're having issues with it. I I mean, something's wrong with it. I don't know what what it could be. I just did another restart on it. I restarted this unit, probably Do you know, look at it now, it's saying unidentified network, no internet access. What does that mean? I don't know. That's the first time I've seen that. What is the what, uh, the light on it is indicating blue. Why am I seeing, okay, I'm getting a new screen here. This is what you got before, right? This says Windows has detected an IP address conflict. I don't know why. Okay. No, 20 24.
04:00
Speaker 2
the router sir on the uh front part of this router there light indicator here I see IP address conflict that means that you are possibly using a gateway or a modem router combination from Verizon anyway sir yes we can actually check on that one sir or maybe change the IP address of your lenses for it to um communicate with your modem but then sir let me just inform you sir that this is uh based on what I have here sir you have this since 2020 23 right that's
05:00
Speaker 1
No. Doesn't buy it. No. Okay. I I found the receipt. It shows, order details. That's not, that's not accurate. I bought this unit. It looks like May 7th of 2024. I paid $320 for this thing. So, um, yeah, I May 7th. That's when we ordered it. That's when I ordered it, yes. That's not when we got it.
06:00
Speaker 2
I see. Okay, because based on what I have here, sir, this was my purchase around 2023 of - I'm sorry December of 2023. I'm not so sure. If you have the receipt here and we confirm that this this is still in warranty, then we can go ahead with the free service for this one. But then, yes, sir. The warranty for this router sir is still it's just one year. Anyways, um, we do have yes, since this is already
06:00
Speaker 1
yeah, that at a cost. Yeah, I'm sure that. Okay. I don't understand why all of a sudden now it's doing this though. It it's been working fine since I bought it. This is the first time I've ever had a problem. So now for some reason, I have to to change this. Uh, is this something that can be changed on the Verizon modem? And and, you know, that that then they can I can call them and they can make a setting change on it and, um, so it'll only read as a router?
07:00
Speaker 2
Out of warranty, Sir. Since this was purchased two thousand and twenty four and this has only one year warranty. Um, I can offer you other options for this one, Sir. We do have a paid service. Yes, Sir, but other options, Sir, is I can provide you the full step by step guide on how you can set this one up properly. Uh, change possibly the Wi-Fi, um, IP address or the IP address of your router for, uh, to, to be, uh, to communicate with your modem. Um, [silence] we do have a paid service. Uh, but other options, Sir, is I can provide you the full step by step guide on how you can set this one up properly. Uh, change possibly the Wi-Fi, um, IP address or the IP address of your router for, uh, to, to be, uh, to communicate with your modem.
07:00
Speaker 1
if I change the IP address on that will that change everything that we have yeah you have to reach up everything I have to change every it'll say it said change everything but if I do one it's gonna you gonna do the same thing anyways well that's why I don't think that's the problem why would it all of a sudden now now be having a conflict after two years that makes no sense um well I was doing but it was doing this before I changed the modem that's that's why we thought it was the modem okay so we thought it was the modem causing this problem but it's not apparently apparently it's this router
08:00
Speaker 2
So sure if they can do that one, sure, or if they have the settings uh that they can do on their end uh for this, but okay If that's if it's confirmed that it's an IP conflict, yes. good sir you mentioned that you changed your modem, right? Verizon changed your modem? Uh-huh. I see. Uh-huh. [silence]
08:00
Speaker 1
It says it, yeah, it's a combination. It says, yeah, Internet gateway, and it's a router, it's a router, um, um, Wi-Fi and and, yeah, modem. It's a Verizon one. We just went from a 4G to a 5G. Can you talk to her for a second? Go ahead. He's just gotta answer a work call. Okay, I'll be right with you, ma'am. Hello, sir. Okay, um, all right. Let me call up the real quick. What were you gonna say, possibly, when we changed them? We just changed them. [silence]
09:00
Speaker 2
What is the modem that you've been using before sir? Is it also a gateway or a modem router? [silence] I see. [silence] possible reason why it did happen, sir, possibly there's a firmware update, which causes your router to misbehave for a while, but then when you change your modem, sir, that causes... Yes. [silence] Yes, sir.
09:00
Speaker 1
today like 20 minutes ago for the 15 seconds for the time out we didn't aware of any problems with it so I didn't count on yes it's been acting up and then it stopped working this morning about 7:30. Like I got no TV service no no couldn't get onto my computer my work computer. I couldn't do anything so it was like we went we my husband spent two hours on the phone with VRZ they went they went through all this this different stuff. They tested this. They did that and then they figured out okay well maybe it's modem so he went down to VRZ and switched out the modem and got the new 5G modem and now he's having problems connecting some of the stuff. So he'll go on to it. He connected to it. It looked like it was working. He can go onto a web page but then when he tries to [silence]
10:00
Speaker 2
Yes. Mm-hmm. Okay. And you have... and you have this, um, concern before you change the Verizon modem, right? Mm-hmm. [silence] okay ma'am yes I've mentioned this is now already out of warranty device and for out of warranty device we cannot provide free assistance on it I can provide you two options for this we do have a paid service that's 15 $ for an hour of troubleshooting other option is I can send you to analysts okay OK. Yes, how about this ma'am, let me just create a ticket for you here and I'll provide your ticket number for your reference. May I have, uh, your first and last name please? [silence] I'm sorry, can you spell that one for me please? Mhm. OK, and how about your email address, ma'am? Mhm. @gmail.com. OK, I'll provide your ticket number for your reference, ok? OK, do you have a pen and a paper, ma'am?
10:00
Speaker 1
Oh, hang on a minute he's here. You can give me the ticket number anyway, just in case. LT right? Hang on, wait. What was that? LT or P. Okay. LTS, right? All right? Okay. Okay. Lemon Tango Soda 00 13 20 53. What is this? That's the ticket number. For what? What are we doing? It's an issue if you needed to have a ticket number if you need to call him back or whatever. Okay, but there's nothing you can do unless I pay for it, right? [silence] Great.
13:00
Speaker 2
Okay, yes, okay, that will be LTS Lima Tango Sierra, LTS Tango for Tango map. Okay, zero, zero one three two zero five three. Yes.
13:00
Speaker 1
Okay, but it it's almost looking as though I'm not even able to, to talk to this thing. Let me see if I can even log back into it. It wasn't even letting me connect before. So it won't even connect. I go to Linksys. I have this page already saved. So it's not connecting. It's not. It won't connect to this. Yeah. The only way I saw well, I've been using the app but now when I opened the app and it was logged in before. I just restarted this thing. It goes to do the monster. It begins to load um [silence]
14:00
Speaker 2
I can provide you the full step by step guide sure for the proper configuration. How did you log in sure? Yes, how did you log in? What uh page did you use or what link?
14:00
Speaker 1
See now it's, see it's showing offline. It's not even showing connected. And now it goes back to, Dudamans has no Internet connection. Is that because we switched the modem and they're not communicating to each other? Okay, ma'am, no, it's just, ma'am, okay, I'm connected to the internet on my desktop right now. I just pulled up the Amazon web page. Okay, so it's connecting to at least one of the two, I have two internet connections going to this computer. Okay, one is the Wi-Fi connection from this Verizon modem. It's got a Wi-Fi output. And another one is the landline that is going to your Linksys router and then back to the computer. So, I mean, I guess the only thing I could do at this point to rule out this is disconnect the computer. What I mean is maybe it's
15:00
Speaker 2
yes ma'am that's one of the recent anyways your um i'm afraid that there's also
15:00
Speaker 1
the router is not communicating not with the modem's that's what I don't know at this point You mean on a browser? Yes, that's what I've been doing. Okay, so as of now, that's one of the ways I've been trying to connect. See, it's trying to I just disconnected the computer.
16:00
Speaker 2
1. uh, I can. I I uh, do you happen to know how to get through the user interface using local access for your router? .
16:00
Speaker 1
From the router. So right now, it's just connected to the modem for internet. And I just want to make sure that it's still providing, it's still working. Yeah. So that's what's been working. So the signal coming out of the router is not working. All right. So, I've been putting in linkssmartwifi.com and then it's a pre-saved page. But even at that rate, it's not loading.
17:00
Speaker 2
okay,sure, let me just inform you about that one first, okay? Links is smarty wasive.com, sir, and links is our remote access is no longer working because it has been discontinued. Though your Internet is still working, but you can't get through that page, sir, using that address. But you can get inside the settings, sir, using local access, using the IP address. Now on the panel, you can't and your router, sir, you can go to 192.2000.. spot. You can use Google. A drip browser from your phone, let you just get into the networking settings. Do you have, I mean, an Android device, sir you need to Wi-Fi and then click connected router you see the whole conversation right there, okay? Yes, check your IP address right there where it's been connected okay. Do you have just type that in 192.2000... type that in on your address bar you'll be good to open and just input on the logins name is the user and the password is 1234 now, if you want to, to use the Wi-Fi in an enabled your connection turn on the protection to your password of your Wi-Fi in order for that the Wi-Fi connect with security connection key using the internet now without the password we can't use that so do that okay for security purpose.
17:00
Speaker 1
Okay, what's the IP? What's the IP address? Okay, but it's, that's just it. It's not talking to the router anymore. So, I'm trying to connect to it. I mean, okay. If I can't talk to the router, how am I gonna find its IP address? I can't connect to it. That's what I just tried to do.
18:00
Speaker 2
IP address of your linksys. IP address, you can see that once you're either on your computer settings, Wi-Fi or Ethernet settings, or the command prompt. How about we try that, sir? Okay, we will know that once you're, if you'll connect your router back to your computer and disable the Wi-Fi. You can, sir. Yes, sir. That's what we are trying to do right now. Um, I'll just uh give you an extension for this one, sure. Turn off the Wi-Fi of your computer, connect your computer, wired to your linksys, please.
18:00
Speaker 1
Yes all right no right no right no Wi-Fi is connected now and the only thing it's it the only thing it shows let me go ahead and disconnect that as well okay all right so no Wi-Fi is connected all right so you have an IP for me to type
19:00
Speaker 2
[silence] Okay sir, before we do that, may I know what computer are you using sir? Is it a Windows computer or a Mac computer?
19:00
Speaker 1
11. I'm sorry. No, this, this, this actually is, it's an older computer. It's Windows 7, but yeah, Windows. Andy, where's the damn C on this thing? I found it. I'm there. I'm there. I'm there. I'm there. [silence] All right.
20:00
Speaker 2
Windows 11, okay. Right now, your computer is wired. Okay. That's okay, sir. That's okay, sir. On this computer, sir, you have an option for Command Prompt. CMD Command Prompt, sir. Okay, go to the bottom of your computer, sir. There's a search tab. Yes, that's good. Okay. So on the Command Prompt, sir, please type IP CONFIG. That's all in lowercase with no space. IP space CONFIG.
20:00
Speaker 1
Okay. Okay. There's there's rows and rows of it. I mean, uh, Internet adapter, Ethernet adapter, Ethernet adapter, uh, Tunnel, Tunnel, Tunnel. There's, there's connection config, DNS suffix, link local, IPv6 address, default gateway. But there's nothing next There's nothing next to it.
21:00
Speaker 2
Yeah. Okay, so under IP config, you will have all the information. One of the information that you will search for is default gateway. What's the default number? There? No. Okay. How about default gateway? Can you look for default gateway that's with IPv4 address, subnet mask? No. No, that's not it. No, not the IP. Not the IP. No. What's?
21:00
Speaker 1
There's nothing next to it. There's a link local and then there's a bunch of, there's a bunch of characters there, but next to the default gateway, it's blank. Wow. All right. OK. Sure. OK. All right. [silence]
22:00
Speaker 2
What is the default gateway number, sir? Okay, so that's the reason sir why you can't get through the user interface because there's no IP address. Your router doesn't have an IP address. So the only thing that you can do for this one sir, is do a reset, a hard reset on your links, just not a reboot sir, but a total reset. Okay, sir. So if you don't want to avail of the paid service, sir, I will provide you the full step-by-step guide on how you can reset this uh this router properly and have it configured properly as well. Okay. [silence]
22:00
Speaker 1
i don't know why. i mean i don't know why it's all I don't know. I don't know. This is worth trying before I end up having to buy another one. All right. So, all right. you're going to send me something, you said. I I got to wait for something to to I just assumed just go ahead and just I'll figure out how to do a reset on this my out myself. I don't I don't quite know how to get into it. Pardon?
23:00
Speaker 2
And for you to log in, ma'am, since you're using a Gateway modem, for you to get the exact IP address to log in on your Linksys, uh, Linksys settings, go back to the CMD screen after the reset and look for the default gateway number. Use the default gateway number for you to get, to the settings of your Linksys. Anyways, that's part of the, uh, the guide sir that I'll send. Yes, yes ma'am. The reset. Um, uh, for the reset sir, if you check at the back of your Linksys router, there's this, uh, there's this little knob. It's got an L on it, which if you use a pin like a thumbtack or a paper clip, and you just stick it in there and press for five seconds, [pause] press it for five seconds, so the light go on and off together. And after that, that'd be the reset of your router. And after that, that's time for you to rep, you know, recreate the Wi-Fi. Uh, [pause] so [word scenes]
23:00
Speaker 1
Will it stay on the phone though, just in case? All right. All right. I found it pressing now. All right. It's the light went blue again. It went off for a bit and then it went blue.
24:00
Speaker 2
Reset button, possibly it's in a small pinhole. You just need to press and hold it there for 20 to 30 seconds.
24:00
Speaker 1
Okay. All right. I've already set this one saw before. So I guess if that's if what you're asking me to do is this like setting it up like from a new unit then I guess I already know how to do that. Okay. So the only thing I have to ask at this point maybe you can help me with this is how do I connect to this at this point? Um so I can talk to it. I don't remember that step, but I got to wait for you to send me a link.
25:00
Speaker 2
A series Wi-Fi router and the the article for you to follow. Yes. Yes. Exactly. Sure. It's like setting up a brand new device. Okay. Yes, sir. I just sent you the links here. Can you check your email please. That was sent to do of monster 69 at email.com.
25:00
Speaker 1
There's no, there's no email from Linksys in this. Hold on, let me take a look. Wait a minute. There we go. All right. All right. I found it. I'll, I'll see what I can do with this point. So, this is all you can do is you can send me this particular links and that's it? Yeah. [silence]
26:00
Speaker 2
yes, I understand. I wanted to help you further with this one, sir, but yeah, we still have to follow the process for out of warranty devices. Anyways, sir, if you wanted to be assisted over the phone, we do have a paid service, as I mentioned earlier, just call. You're welcome. Sure. Have a good day and please stay safe.
26:00