Call Detail: 2ce6e0e6-8016-11f1-a

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Call Start

2026-07-15 06:26

Duration

34m 36s

Contact

+85262811832

Issue Type

Internet/WAN Setup

V2 Outcome

Successful Resolution

V2 Band

Meets / Exceeds

Agent & Case Context

Agent

Xiao Ge Ji

HappyFox Case

#LTS00137214

Support Country

Hong Kong

Product Family

MESH SYSTEMS

CSAT

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Sentiment Trajectory

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Ticket subject: LN1600设置咨询

V1 Rubric Scores

Resolution4.00/5

Accuracy5.00/5

Communication2.00/5

Protocol3.00/5

Efficiency2.00/5

Overall3.6/5

V2 Rubric Scores

Resolution5.00/5

Technical5.00/5

Communication3.75/5

Ownership4.29/5

EscalationN/A

Customer Exp3.21/5

Overall89.5% (+17.5)

V2 Grader Summary

The agent successfully resolved the LN1600 configuration issue by diagnosing and fixing the PPPoE/DHCP mismatch and later assisted with MX2000 mesh pairing. Technical accuracy was strong per KBs, but communication had minor inefficiencies (lack of framing, repetitive steps) and lacked explicit empathy. Ownership was maintained throughout, and no escalation was needed. The resolution was confirmed by the customer ('It's working now').

V1 Case Analysis

Resolved LN1600 internet connectivity by changing PPPoE to DHCP. MX2000 pairing attempted but unresolved. Serial number 65G5F03903 recorded.

Troubleshooting Steps

Instructed customer to connect to LN1600 default Wi-Fi and access http://192.168.1.1
Changed Internet Connection Type from PPPoE to DHCP in Internet Settings
Saved changes and restarted router
Verified internet connectivity and router LED status
Attempted MX2000 node pairing using pair button (unresolved)

Key Observations

Core issue (PPPoE misconfiguration) was correctly diagnosed and resolved
Call efficiency suffered from repetitive unclear questions and interface navigation confusion
Serial number was provided by customer at [17:35] but only recorded after prompting at [17:43]
MX2000 pairing attempt lacked clear next steps and compatibility confirmation

Positive Highlights

Correctly identified and resolved PPPoE-to-DHCP misconfiguration as root cause
Provided accurate local access URL (192.168.1.1) and navigation path
Successfully guided customer through settings change and restart process
Eventually captured and recorded critical device serial number

Agent Errors / Gaps

Failed to capture serial number when first provided by customer
Used vague interface descriptions causing customer confusion (e.g., 'unexpected error' handling)
Did not summarize resolution or provide clear closure recap before ending call
Introduced MX2000 pairing without confirming compatibility or establishing realistic success expectations

V2 Indicator Ratings

Resolution

R1 Met Issue actually resolved conf 98%

Customer confirms resolution: "It's working now. Just couldn't find this earlier." Agent verifies white light and internet connectivity.

R2 Met Diagnostic thoroughness conf 97%

Agent guided through connecting to Wi-Fi, accessing 192.168.1.1, identifying PPPoE, switching to DHCP, saving, and restarting — logical, complete troubleshooting.

R3 Met Correct resolution path conf 95%

Agent correctly diagnosed configuration mismatch (PPPoE vs. ISP's DHCP) and applied the appropriate fix without unnecessary escalation or reset. Ticket confirms LN1600 is in_warranty, aligning with agent's actions.

Technical Accuracy

T1 Met Technically accurate info conf 96%

Agent identified symptom (red light, offline), asked about ISP, checked connection type, and isolated PPPoE as root cause — logical diagnostic sequence.

T2 Met Appropriate tools / resources used conf 94%

Agent used the router’s web interface (192.168.1.1) appropriately to inspect and change Internet Settings — correct tool for the issue.

T3 Met No misinformation conf 97%

Instructions to change from PPPoE to DHCP, avoid Chinese characters in SSID, and use 192.168.1.1 align with KBs (linksys_now_advanced_settings.md).

Communication

C1 Partially Met Clear & professional language conf 85%

Agent maintained control but lacked clear framing, repeated steps inefficiently, and failed to summarize progress or manage expectations.

C2 Met Confirmed understanding conf 90%

Agent used plain language, repeated instructions, and adapted to customer’s pace — e.g., guiding through browser change and menu navigation.

Customer Ownership

O1 Met Ownership & empathy conf 98%

Agent owned the case end-to-end, performed troubleshooting, recorded serial number, and did not transfer or abandon responsibility.

O2 Partially Met Proactive follow-through conf 80%

Agent confirmed resolution but did not set a follow-up plan or callback; customer left without clear next steps beyond 'check email'.

O3 Met Closure confirmation conf 95%

Agent referenced prior contact ('you've called before') and used existing email (kkfhong@juna.com), avoiding redundant data collection.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 100%

No escalation was performed and none was warranted — issue resolved at L1.

E2 Not Applicable Escalation prep & handoff conf 100%

No escalation occurred.

Customer Experience

X1 Partially Met Customer effort minimised conf 85%

Agent remained professional but never acknowledged frustration or expressed empathy; interaction was procedural, not emotionally responsive.

X2 Met Tone & rapport conf 92%

Agent matched customer’s pace, repeated steps when needed, and used accessible language — e.g., 'press Menu', 'look for Internet Settings'.

X3 Partially Met Overall experience conf 82%

Customer had to retry browser, re-enter IP, and repeat 'Next' due to unclear interface feedback — avoidable friction despite correct path.

Call Transcript227 turns · 303 lines

Speaker 2

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