V2 Rubric Detail — 2fc1e826-7ed9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 16:37
Duration
18m 5s
Contact
+447375459456
Issue Type
Feature Question
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00136894
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wireless configuration
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall46.0% (-8.0)

V2 Grader Summary

The agent correctly identified that UPnP can only be changed via the router’s web interface, but was unable to get the customer onto that interface and offered no viable alternative when a laptop was unavailable. While some troubleshooting steps were attempted, the call lacked clear next‑step guidance, empathy, and effort reduction, resulting in an unresolved issue with an ownership gap.

V1 Case Analysis

Customer unable to access local router admin page on mobile device to enable UPnP; agent advised web UI access via 192.168.1.1 or myrouter.local and suggested desktop mode in Chrome/Safari. No resolution achieved as customer lacks alternative device.

Troubleshooting Steps
  • Collected model (SPNM55) and serial number (55V10M2AE11123).
  • Confirmed UPnP cannot be configured via the Linksys app.
  • Directed customer to access http://192.168.1.1 in Safari and Chrome.
  • Suggested enabling desktop mode in browser.
  • Verified customer was not using a VPN.
  • Confirmed customer has no laptop or tablet.
Key Observations
  • Agent correctly identified that UPnP settings are not available in the Linksys app and must be accessed via the local web interface (universal_advanced_features.md).
  • Agent accurately provided the correct access URLs: 192.168.1.1 and myrouter.local.
  • Agent suggested using desktop mode in Chrome or Safari, which is a valid workaround per KB guidance for mobile access.
  • Agent failed to suggest myrouter.info, which is the correct local URL for SPNM series routers (universal_password_login.md, universal_legacy_device_wifi.md), potentially due to mishearing SPNM55 as SPNMXX.
  • No alternative access method or escalation path was offered when the customer confirmed no laptop was available.
  • Warranty status was not discussed after collecting model/serial, and no case was created.
Positive Highlights
  • Correctly identified that UPnP must be configured via the web interface, not the app (universal_advanced_features.md).
  • Provided accurate primary access URLs: 192.168.1.1 and myrouter.local.
  • Suggested using desktop mode in mobile browser, which is a valid workaround for mobile access issues.
  • Verified the customer was not using a VPN, which can interfere with local access.
  • Collected model and serial number at the start of the call, indicating proper protocol initiation.
Agent Errors / Gaps
  • Did not verify the correct local URL for SPNM series (myrouter.info) despite the model starting with SPNM (universal_password_login.md).
  • Did not offer any alternative solution when the customer confirmed they had no laptop or tablet, leaving the issue unresolved.
  • Provided garbled URL instruction at [10:00]: 'router dot lo my router dot lo' instead of 'myrouter.local'.
  • Did not create a HappyFox case or set a follow-up despite ongoing issue.
  • Failed to confirm customer was on the same network before directing to local IP.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never succeeded in enabling UPnP or confirming access to the web interface; issue remained unresolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempted several steps (different browsers, desktop mode, checking VPN) but did not verify connectivity or explore alternative methods.
R3 Met Correct resolution path conf 90%
Agent correctly identified the web interface as the only place to change UPnP and guided the customer toward it.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (cannot reach UPnP settings) and asked about browser/VPN, but did not ask key diagnostic questions (e.g., IP address of router, LAN connectivity).
T2 Met Appropriate tools / resources used conf 90%
No special tools were required; the agent used the appropriate knowledge‑base guidance and did not miss a required tool.
T3 Met No misinformation conf 95%
All technical statements (UPnP only via web UI, use 192.168.1.1 or myrouter.local) were accurate.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent kept the call moving but failed to set clear expectations or summarize next steps, leading to confusion.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical language and gave instructions, but did not consistently check the customer’s understanding and used vague phrasing (“click the image of the phones”).
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and did not transfer, but stopped short of taking ownership when the customer lacked a laptop, offering no alternative path.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps, timeline, or follow‑up commitment were given after the laptop‑requirement dead‑end.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered minimal empathy (“I think you so much for patient waiting”) and did not acknowledge the customer’s frustration.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt tone or pace to the customer’s evident confusion and repeated attempts.
X3 Not Met Overall experience conf 90%
Customer was forced to repeat information and try multiple browsers without a simpler solution; the agent added friction rather than reducing it.
Call Transcript31 turns · 32 lines
Speaker 2
welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. This is Mr. Joel Lucas. Looking to. Universal plug and play, right? What's the model number and the serial number of the router? Yes. [silence]
00:00
Speaker 1
[silence] I'm just [silence] gonna stop right now. What do we need, the serial number or is it the model number? The model number is Sierra Papa November Mike X-Ray 55. And the serial number is [silence] uh that was the model number. The serial number is 55, Victor 10 Mike 2 Alpha Echo 1 1 1 2 3.
01:00
Speaker 2
thInstruction Limit Preview, Therial number and model number. And the model number? Serial number, yeah. So let me read it to you. So that's five five V's on Victor, one zero M's on Michael, two alpha Edward, one one one two three, is that correct? sure so that's five five v as in Victor one zero m as in Michael two a as in Alice alpha e as in Edward triple one 2 3 checking.
01:00
Speaker 1
uh, yeah. uh, it's boy boy so my name at i.com. Mm. Indeed.
03:00
Speaker 2
email address is OK to ask her now internet provider is a gig a clear? Okay, checking
03:00
Speaker 1
Oh yes No that's fine. Hmm
05:00
Speaker 2
Yeah, I'm still here. I'm checking. One second. Give me at least a minute or two. Gonna check your device right here.
05:00
Speaker 1
Yeah, I'm also up with the web, and every time I try and go through the is directing me to the app. What do you mean?
06:00
Speaker 2
I think you so much for patient waiting on the line. So, regarding with your question, how to see the UPNP that's not available in our Linksys app if you want to disable or enable it. You can just go to the web settings of this using the IP address. You can log into that enter the router password. You want me to walk you through now? Oh, but let me walk you through now to log in. So, go are you trying I mean, are you using the IP address of the router or the domain name myrouter.local? [silence]
06:00
Speaker 1
Yeah, I'm on Safari. Cool. Keep your Wi-Fi handy. He wants me to download the app. Cool, right. It's been me into a login page. Yeah, it's an email and a password. Hold on. Um, I've managed- Oh, and there is a card, hold on. Okay.
07:00
Speaker 2
It's okay. Let me walk you through instead. So, open a browser, type in 192.168.1.1 to the bottom search bar of your Safari. What do you see now? Click the image of the phones. What do you see now? You're asking for email or rather password. Can you use the local admin, I mean the admin password? Can you see for local access click there?
07:00
Speaker 1
Hold on. But I'm going to start again. It came to an error. It was 192.168.0.1. Ah, .1.1. Okay. Now I want to go through on the that number. It's coming up, Linksys Smart WiFi and it's telling me to install the app. There isn't an images the phones. Hold on. Well, there's no image.
08:00
Speaker 2
I said that, buy a .1. Click the image of the phones. The image is on the screen.
08:00
Speaker 1
There is no image anymore. It's just coming up with the install the app. There we are. Right. I'm on the phones. Yes, I found it. It's putting me straight through to the install the app every time. Is there any where I can change the UPnP settings without with the app? Yes, good idea. Sorry. My cat's just kind of full in a sleep. Where is it? Google Chrome. [silence]
09:00
Speaker 2
Yeah. What do you see? Okay. No. There's no way to do that. You can only do it on the web interface. Do you have a different browser? Google Chrome maybe? [silence]
09:00
Speaker 1
One nine two... six. 192.168.1.1. We'll say 192.168.1.1. Okay. This one's come up with something different. I've got... No, it's like a... It's just come up with a Google page of route network.com. Is that... Yeah. Yeah, yeah, I'm in the top three. Okay. My...
10:00
Speaker 2
that's not it. let's let's try again, but that's not it. type these into the website, um top search bar of the google chrome that's mine. router dot lo my router dot lo.
10:00
Speaker 1
Okay, I've got, um, links in Linksys Smart Wi-Fi.com and it's got a sign in page. Uh, no. Uh, no, I'm not using, I hope not. I don't know, I think it might be. I think my phone's put one on anyway. Hold on, I'll turn that off. Yeah, my phone did turn a VPN on. How annoying. Right, should we start again? I'm sorry. I'm sorry. I'm sorry. I'm sorry.
11:00
Speaker 2
can you see for local access click here you're not using a VPN right? [silence] if that will not work, do you have a laptop that we can use?
11:00
Speaker 1
um um no, I don't have a laptop. That's annoying. One. uh... more money phone. That's it. Um, I've got routernetwork.com, is that it? [silence] Uh, will you rotate the screen?
12:00
Speaker 2
ipad that's not it you can probably do a search result because that page requires a wider screen so that's why we need a laptop laptop or ipad but if you know how to request a desktop mode in your phone then that might do might work you don't have to do that and another request the desktop mode [silence]
12:00
Speaker 1
I'm struggling to even get through to the the admin page. Where do I go through? I'm gonna do it through a private page this time. Go on and completely Incognito. Just see if it works. What else ? Okay, I've got, don't have an account, click here or sign in with email and password, but there's no local sync. Mhm.
13:00
Speaker 2
that yeah what is it yeah I understand I think it's because again it needs a wider screen so you request the desktop mode is that Safari browser or Google Chrome [silence]
13:00
Speaker 1
Bro, I'm on Safari. and whereabouts? Oh yeah, do they? We request desktop, so I okay [silence]
14:00
Speaker 2
And now to request a desktop more than that.If you see the double A, the...the capital A. I know.bigger A and the smaller A.it should be together and then you search that in your Safari browser.where you type in or search something.That should be right at the uh left side of the search bar.Or right corner.Yeah press that and then find the request desktop node.Then press that.
14:00
Speaker 1
So they've got a desktop site. I'm in. No, I'm afraid it's just the same. Yeah. Yeah. Yeah. Still the same. Hmm. Yeah, it's not working. Is there any other way I can do this?
15:00
Speaker 2
is it asking, uh, it asked you to enter the router password now, or admin password, or just the same. it's just the same, uh, re-in, i mean no, the IP address, 192.168.1.1. there's, uh, another way to do it, but it requires a laptop or iPhone.
15:00
Speaker 1
hmm. No, even. What was the what was the other website called? My router. Yeah, even when I request desktop site, it reloaded and then came back to the exact same.
16:00
Speaker 2
they should the the request test up mode should work though if that's the same page there should be for for local access click here that should they should be I mean that should be there for local access click here yes my router.local L O C A L but there's no for local access.
16:00
Speaker 1
It says if you don't have an account, click here, but not for no local access. Is there any way you can change a UPnP settings for me? But you got no other advice for me, apart from go get a laptop. Do you have any other advice for me other than to get a laptop? Okay, no problem.
17:00
Speaker 2
access click here weird we can't we don't have access right here hold on, checking something.
17:00