V2 Rubric Detail — 310951a0-7b24-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 23:24
Duration
33m 29s
Contact
Jeovany Ciriato
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00136457
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Network Issue

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership1.79/5
Escalation0.00/5
Customer Exp1.79/5
Overall29.6% (+7.5)

V2 Grader Summary

The agent provided materially inaccurate information, specifically claiming the Linksys Smart Wi-Fi site was discontinued, which is contradicted by the cloud account KB. Furthermore, the agent failed to resolve the issue of phantom devices on the account and did not escalate the case despite the complexity and potential security implications.

V1 Case Analysis

Customer reports duplicate router (Linksys 00786) and unknown devices in Linksys Smart Wi-Fi portal; cannot access local UI. Agent provided incorrect URL (H://my-router.local), falsely claimed Smart Wi-Fi was discontinued, and failed to resolve issue. Call ended with no valid next step.

Troubleshooting Steps
  • Collected model (MR8300) and serial (HM22C00786)
  • Attempted to direct customer to local router UI (incorrect URL)
  • Guided password reset using recovery key
  • Reviewed device list and suggested clearing offline devices
  • Answered question about 6 GHz band
Key Observations
  • Agent provided a completely invalid URL (H://my-router.local) instead of the correct http://myrouter.local.
  • Agent falsely claimed the Linksys Smart Wi-Fi portal was discontinued, which is contradicted by the KB.
  • Agent incorrectly stated the MR8300 is a 'node', which is factually wrong for a standalone router.
  • Agent gave incoherent and hallucinated technical advice about 'cell tower', 'canopy', 'FIA protection', and 'white box' products, indicating a breakdown in support process.
  • No verification of successful local login or resolution of the duplicate router issue.
  • Call ended with no escalation, case number, or concrete next step despite unresolved critical issue.
Positive Highlights
  • Collected model and serial number early in the call [01:00–02:00].
  • Attempted to guide the customer through password reset using the recovery key [14:00].
  • Suggested checking the device list and clearing offline entries via the broom icon [21:00].
Agent Errors / Gaps
  • Provided invalid URL 'H://my-router.local' [12:00] – correct address is http://myrouter.local.
  • Falsely stated that the Linksys Smart Wi-Fi portal has been discontinued [10:00, 30:00], which is incorrect per KB.
  • Incorrectly claimed the MR8300 is a 'node' [29:00] – it is a standalone router.
  • Gave hallucinated technical advice about 'cell tower', 'canopy', 'FIA protection', and 'white box' products [31:00], which are unrelated to Linksys routers.
  • Failed to verify successful login to the local router interface.
  • Did not collect or verify warranty status when it could be relevant.
  • Did not offer escalation or a concrete follow-up plan for the unresolved duplicate-router issue.
  • Incorrectly advised that firewall settings are intentionally enabled to prevent multiple users [31:00], which is not supported by KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the core issue of an unknown router appearing in the account; no fix or explanation provided.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent guided customer to access local interface (myrouter.local) and check device list, which advanced troubleshooting, but skipped key steps like reboot or firmware check.
R3 Partially Met Correct resolution path conf 89%
Agent attempted best-effort troubleshooting for a potentially out-of-warranty device (purchased 2 years ago), but failed to confirm warranty status or escalate appropriately.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (extra router/devices) and asked about ISP, password sharing, and connected devices, but did not explore root cause like account compromise or mesh misconfiguration.
T2 Not Met Appropriate tools / resources used conf 95%
No tools beyond verbal guidance were used; agent did not initiate remote session, check logs, or verify firmware, relying solely on customer description.
T3 Not Met No misinformation conf 97%
Agent claimed 'Linksys Smart Wi-Fi' was discontinued (contradicted by linksys_cloud_account.md) and stated 'your router is actually a node' without context, which is technically incorrect for a standalone MR8300.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic call flow and attempted transitions, but had long silences, unclear instructions, and lost control during technical confusion.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms and repeated steps (e.g., NCPA.CPL spelling), but failed to confirm understanding and used filler phrases that reduced clarity.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the case and attempted resolution, but did not commit to follow-up or escalate, showing limited ownership of unresolved issue.
O2 Not Met Proactive follow-through conf 94%
No clear next steps or timeline given; call ended without plan for resolving lingering device/routing issues.
O3 Partially Met Closure confirmation conf 88%
Agent referenced prior chat ('another agent earlier'), showing awareness of history, but did not leverage it to avoid repetition or build on prior steps.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue involved unexplained devices and potential account compromise—warranted escalation—but agent closed without escalating.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent remained polite and patient despite connection issues, but offered no empathy for frustration or repeated effort.
X2 Partially Met Tone & rapport conf 84%
Agent adjusted pace slightly by spelling out commands, but tone remained flat and did not adapt to customer’s growing confusion about devices.
X3 Not Met Overall experience conf 93%
Customer repeated model/serial/email multiple times; agent caused re-routing confusion by sending to deprecated cloud interface.
Call Transcript61 turns · 64 lines
Speaker 2
welcome to Linksys support to ensure quality service your call may be monitored certain products will be supported while end of support products will have self-help options available please have your serial number ready and stay on the line for assistance while waiting you may also visit support.link sys.com for more information about your product music Thank you for calling linksus. this is Epi. how can I help you? Music Okay. Have you called linksys before sir? Music Can I have the model number and the serial number of your linksys device? Just try to look underneath it. [silence
00:00
Speaker 1
uh, the model number is MR, eight three three zero zero V one point one. MR, eight Yeah, MR8-300. Yeah, it's to nine V one one, M two two C. Um, give me a second. he m- two two C 00786. alpha M- two two C 00786. um Mr. starts at two nine V- one one alpha M as in Mary. to- two- C as in Cat zero zero seven eight six.
01:00
Speaker 2
Okay, I'm sorry, let me repeat that if I get it right, okay, uh, that's two nine V for Victor, one one M like Mary, two two be be before boy, M as in Mary to two C for cat, I'm sorry, can you read that back to me, sir? I wasn't able to get it uh earlier.
02:00
Speaker 1
Giovanni. Giovanni? sorryaker at gmail.com Gmail.com.
03:00
Speaker 2
The number is 0 0 7 8 6. All right. Let me create a record. Can I have your name? How do you spell it? And your last name, sir? Okay. And your email address. So, your first and last name at gmail.com. So, your last name again, is spelled as S E R R E T O.
03:00
Speaker 1
Carbon Monoxide. Carbon dioxide. Vapor. What's the period? Okay. Okay. Okay, can you like, I can't hear you. Can you not hear me or is that my phone breaking up? Yeah, yes. Hold on. Hold on. Let me let me give you my email again. Let me spell it all again. It's jcipiraco. It's jcipiraco.
04:00
Speaker 2
Okay, CIRI C I R I. Okay. Yeah, you're kind of breaking up sir. Yes, and your your voice is too soft. So C I R I E T O. Is that correct? Okay. Yeah, just your last name. A C O. Okay. All right, sir, so, uh,
04:00
Speaker 1
I only have one link sees device. It's showing here, it's showing here that I have another router somewhere in the house, in the house so when I do when I do a status report, um cause I was I was I was uh I was I was I was I was uh I was on the, on the on the live chat with another agent earlier, um and he said, he said he said he said to pull up pull up the status report so I pull up the status report and it pulls up another router with another serial number. But we don't have another router. Um and then basically everything from my router that I have here at the house is connecting to that router and rerouting all the information somewhere else and it's giving me a network on my computer. It says that I have another screen and another network, which is the network server name is called linksy 007, it's super slow. [silence]
05:00
Speaker 2
How many linksys devices you have. Okay, just have one. Where did you get that message? Yes. [silence][silence]
05:00
Speaker 1
[silence] Targeting spectrum. [silence] Yeah, it's showing up on my network. It's showing up on the when I log into Linksys. It's it's the router that I have in my on on the computer. On my computer. Yeah, no.
06:00
Speaker 2
Okay. So by the way, who is your internet service provider? Sorry. Okay, but right now your internet is working. It's just that it's showing up on your network that you have other routers. Is that right? Is that the Linksys app? Are you talking about the Linksys app?
06:00
Speaker 1
Okay, Basically the story, I have this Linksys Smart Wi-Fi, a dot com, Which is a smart home system, Wi-Fi system. I want to be able to control it from my computer, I am getting connected to it. I am getting some information on my network, I can recognize that I've got a Media Device that is a AI display screen and I've got this link stretch and a network server, I went my network folder, [silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence]
07:00
Speaker 2
you can still access the links at smartWi a dot com hold on okay all right sir yes in that case there's a need for us to verify the router settings I don't know why that is happening uh sergeant Bonnie okay um so you're you're logging into the links at Smart Wi-Fi
07:00
Speaker 1
No, my router, my router is not even showing up on here. Yeah, it's a different router. And then, and then on my computer on my computer it's showing that there's a, it says network infrastructure, and then it says link sees 00786. And then it's showing another display and then it's showing a phone that's connected to my networks that are not that are not mine.
08:00
Speaker 2
using your account your Linksys Smart Wi-Fi account and it's showing two routers there, right? It's showing up two routers. It's a different router. thing. Actually Linksys, yeah, Linksys zero zero seven eight six. That's the default name of your Linksys MR 8300. If you try to look at the bottom of your Linksys device, if you see at the bottom, the default name that will show up there is the Linksys 0 0 7 8 6.
08:00
Speaker 1
I saw some, I can't click on that network infrastructure. And then, it's showing another display from, it's showing that I have a 2015 TV. It's the manufacturer is FUNEI, and the model number is Phillips 6000. I don't, where's that screen at? [silence]
09:00
Speaker 2
It also has the default password and the recovery key at the bottom. So, maybe that was Okay, okay. maybe, sir, that wasn't all. I I don't know. I really cannot answer that why it's showing up, um, other devices. But what we can do from here, Sir Giovanni, okay, is we can check on your router settings locally. Okay. For us to verify the connected devices. Okay. The current devices connected. because, uh, I I'm wondering, um, if
09:00
Speaker 1
Yeah. Uh wait, so that that that that website that website doesn't exist anymore?
10:00
Speaker 2
So you're accessing the router using the Linksys smart Wi-Fi page. Yes. Yeah. Based on our, based on the updates given, that Linksys website, smart Wi-Fi website has already been discontinued. Okay. And we're gonna access, you know, the router... Um, the, the remote access has been um, it's, it's no longer available. So what we can do, though the, the internet is still gonna work normally, okay, we can still access the router settings locally. So that's what we're gonna do right now, Sir Giovanni. We will verify the settings. We will verify the devices currently connected to it. But we will access your router... Um, yes, that is based on uh, the, uh, the updates that they're given, okay? That they, they gave to us.
10:00
Speaker 1
Okay. Yes, I have a computer that's connected, which one my, my router.
11:00
Speaker 2
they they they discontinued. I think that was temporary. Maybe right now they've they made changes again And that's why you you were able to to access it! There could be some glitch on the website Sergio Vani and that's why it's showing up different uh devices there or something. Because right now you're you're you're accessing your router remotely not locally. So, what we're gonna do on our end is we will access it locally and set! Okay, to verify the devices currently connected to your linksys router. So, do you have any computer which is wirelessly connected? how far, I mean, how long you been using this device? your! you do you know the exact date of purchase?
11:00
Speaker 1
I bought that router like two years ago. Okay.
12:00
Speaker 2
Ya. Okay. All right, so let's just go to your computer. Open up a browser. All right, and then on the address bar, type in H colon double slash my-router.local.
12:00
Speaker 1
It's the, it keeps re-routing me to continue to link see Linksys Smart Wi-Fi. It says, keep your, keep your Wi-Fi handy. The link, the app puts the ability to manage your Wi-Fi at your fingertips at all times. You'll need, you'll need it if you decide to add nodes to improve coverage and reliability. It says, continue to link, the Linksys Smart Wi-Fi. It doesn't it, to skip it. Now, no. Yeah, it to me the Linksys Smart Wi-Fi. Yes, and access access router right here.
13:00
Speaker 2
Okay, what did it say? Do you have the option? Do you see the two phones? Or, okay, just click on that image. Is it asking for, do you have the option to access it locally? At the bottom, [silence] [silence]
13:00
Speaker 1
Reset password. Yeah. [silence] Hello. OK. [silence]
14:00
Speaker 2
Okay, so it's asking for the router password. Um, do you have the option to reset the router password? Yes, click on reset password. It will ask for the recovery key. Just type in the recovery key, which is underneath the router. Yes, I'm here. Okay. Um, and then what are the options when you put in the recovery key?
14:00
Speaker 1
Yeah, there and the password. Yeah. Yeah. Okay. I
15:00
Speaker 2
Are you able to sign in? Are you on the the link to Linksys Smart Wi-Fi tool? yes can we click on CA down at the bottom right? To the bottom right hand, do you see there CA yet? Just click on CA. okay and look for device list. Click on device list.
15:00
Speaker 1
o. okay. okay. it's it says there's a no, I'm not familiar with any of these devices. it says there's a depth uh another uh there's a router. so the device list, that would that would be my router, right? it's there's two iPhones here that are on here, but nobody's no other iPhones connected to my my router besides mine. [silence] no.
16:00
Speaker 2
Okay. Now these are the, uh, devices currently connected to your Linksys router, sir. So are you, are you familiar with those devices? Is that yours? Yes, that's your Linksys. Yes. So there are two iPhones connected, but you don't have any other iPhone.
16:00
Speaker 1
No, but it's it's just mine connected to the Wi-Fi. No, because I I just I just reset it. [silence] Yesterday I changed the password. [silence] Um I changed the password online and then I I reset my computer. Um I put a brand new install of Windows. [silence] And um so my computer right now is like brand new. Um and when I when I when I logged into my router that's when I started to see all these networks show up on my computer like um like uh and then another another iPhone was showing up on my computer. Well an Android phone. [silence] Um two Android phones and another router. [silence] Um [silence] Yeah, it's showing up here. Oh, well, I don't know if it's mine [silence]
17:00
Speaker 2
Did you happened to share your password with somebody else? When did you reset it? Right now on the device list, does it show up your computer? Can you see your computer there listed? [silence]
17:00
Speaker 1
hold on. Because this one says it's a Windows 10, mine is Windows 11. But it has the same yeah it has almost the same name as my computer. But it's down I don't think that's my computer. Hold on, let me check my IP address. Okay. I'm going to go to Google. So my IP address is 35.135.59.39. And the um
18:00
Speaker 2
You may do an IP config and verify the IP address. That's the that's actually the public IP address. [silence] On your
18:00
Speaker 1
Okay, K2, can you repeat that one more time? [silence] I'm going to type it in right now. [silence] m [silence] c [silence] t [silence] a [silence]
19:00
Speaker 2
Okay. Your computer if you go to search beside the Windows logo. Just type NCPA.CPL and then press enter. Okay.That is NCPA. Yeah, it's N like Nancy, C for Charlie, P for Peter, A for Apple, NCPA.c, for Charlie, P for Peter, L for Lima. Okay, and then press enter.
19:00
Speaker 1
Yes, I see a network connection there. Okay, I see it. One nine two point one six eight point one point two two one. Uh, yes, now it is. [silence]
20:00
Speaker 2
MC Pai dot CPL and then press Enter, and then check if you see the network connections. Yes, right click on Wi-Fi and go to status. Yeah, click on details, what's your IP via for address? Okay, so is that the same IP address that shows up on the on the device view? uh huh. All right.
20:00
Speaker 1
yeah, what about, um, the iPhone, yeah, I deleted one, but, um, I think it's my phone is on the network right now, so, yeah, well, I, I took one of them off, the one that's the one that was showing up online, uh, offline, I took that one off. This one that's showing online, I think it's mine. [silence]
21:00
Speaker 2
Sure. With regards to the iPad server, Okay, let me just track the firmware. Can we go to Troubleshooting? uh, Oh, that yeah, it's showing up phones there, right? So they're showing online, they're showing online. You can actually you can actually click on the broom icon, sir, to get rid of the other devices that's uh offline. So beside add a device, there's a broom icon there.
21:00
Speaker 1
Okay. You're not connected to your router. Okay.
22:00
Speaker 2
It will clear the device list to refresh the currently connected devices. yes, because uh it's like refreshing the uh the router so it takes time to reboot so we'll just gonna wait for that [silence]
22:00
Speaker 1
yeah it's not showing up anymore oh here it is Yeah, it brought me back to the screen. [silence] [silence] under Wi-Fi [silence] [silence] [silence] under Wi-Fi settings, there's three, there's three, uh, three of them. There's a 2.4, a 5, and then another 5. It says 5, uh, 5 GHz also. Yeah. Yeah. Okay.
23:00
Speaker 2
Did it bring it back to the same screen? Okay. Yeah, this, this is tri, tri, tri band sir. This is a, a tri band router. So it will broadcast three networks at the same time. So the, the third one is actually the six GHz network. So you have the 2.4 the 5 GHz and the six GHz. 5 GHz the two, right? So it's just the same as the six GHz. Yeah. So that's a, it's, it's a
24:00
Speaker 1
Yeah. Uh, it says my Wi-Fi router is rebooting. Um, no I'm not. It says it was rebooting. It was gonna reboot the- it was gonna reboot the Wi-Fi router again. Uh, no.
25:00
Speaker 2
Okay, so right now when you check on the device list, is it still showing up the other devices? [silence] Can you check on your wireless icon if you're connected to the network? [silence] Yes, kindly check your computer first if you're connected to the network.
25:00
Speaker 1
no internet access. Yeah, no internet access. Yeah. [silence]
26:00
Speaker 2
It says no internet access at the bottom right. Is the router still rebooting? Can you check the lights on the Linksys? [silence]
26:00
Speaker 1
[silence] uh oh, it's blue now. Yeah. Okay, yeah. connecting now. The 6 gigahertz, is that the fastest one? Hmm. Okay. Can I get back to it? Yeah.
27:00
Speaker 2
Yes. Yes, it is. You can actually connect to the 6 GHz if your device supports 6 GHz. Okay, so you went back to the device list, right? And does it... [silence]
28:00
Speaker 1
Okay, so, okay, so what was the other, the other router that was here? Why was the other router showing my router as a, as a node?
29:00
Speaker 2
Okay. I thought about that. It doesn't actually a caches right? Okay. Well, your router is actually a node.
29:00
Speaker 1
Yeah, but it was, it was showing up as, as uh a child node to the mesh router, to the other one. So remember, remember. So remember when I was, when it was showing me the, the other, the other router. Th- when I asked you, when I asked you the first time, yeah.
30:00
Speaker 2
It's a parent node. Where did it show up? on your on your, yeah. So, that shows up on your linksys, the Linksys Smart Wi-Fi page, Giovanni, right? When you access it, when you access your account. Yeah. Yeah, that's what I'm, that's why I said your expectation earlier. Cuz, uh, it could be a glitch with our system. Cuz again, um, that that link to Linksys Smart Wi-Fi, uh, page could be no longer accessible. I don't know what happened. Um. There could be some updated right now, but yeah, that should no longer be available.
30:00
Speaker 1
Okay, what about the firewall and the Filter Identity port one 13? What would these settings be set at? Oh, it's under security. [silence] Okay.
31:00
Speaker 2
The router settings that you have right now, that's the right one. That's the correct settings. Where did you see that settings? Is that on the router right now? You don't have to, sir, you don't have to make any changes on the security settings on the router because they are [silence] exactly what it should be. [silence] If you want the customers, all of our customers to have the same settings, it's fine. [silence] Because we don't want to have more than one kind of user in the same household. The router may experience some lag. [silence] And the settings, the correct settings would be this one here. This is the interface that we are using right now on this particular product. So what we can do is, is that we can do is we can access the internet through the internet cable that we currently have here. This cable is connected to this port right here. This port is the internet modem, and hence it's different from this port right here. And actually the products that we have right now are very white box, and they have FIA protection. This is the product alone. This is our product here. And this product can't be installed in every home. The canopy allows us to see how far the nearest cell tower is from your home. [silence] Who has the fastest access? What we can do is we can schedule the necessary fixes. [silence] Execute the plan. [silence] Who sent you? Is it by phone or by the app? By phone. Okay, thank you.
31:00
Speaker 1
Okay. [silence] Okay.
32:00
Speaker 2
um enable they're in on purpose so we don't need to change anything there so just leave it leave it as it is we can only um do changes on the apps and gaming if you're like um running some games or something and you're having trouble connecting to the host then we can uh change to that we can make some adjustments on the apps and gaming But with regards to the firewall settings, um no need to adjust the settings there. All right, Sir Giovanni, so yeah, so just uh you just have to get into that page you may bookmark that page for you to be able in case you wanted to access it in the future. You may refer to that page.
32:00
Speaker 1
Okay. All right. One, two. No. Thank you. Bye.
33:00
Speaker 2
Okay? All right, so well for more information, sir, um, you you can always access our website support.linksys.com . So the would there be any questions? Okay. All right, sir, thank you so much for your time and this is from linksyus. Thank you for calling. You have a great night, sir.
33:00