Call Detail: 358721e2-807b-11f1-a

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Call Start

2026-07-15 18:30

Duration

5m 30s

Contact

732-687-6678

Issue Type

Internet/WAN Setup

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

Girly Joy Pocot

HappyFox Case

#LTS00118015

Support Country

United States

Product Family

MESH SYSTEMS

CSAT

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Sentiment Trajectory

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Ticket subject: Certain pages and apps won't load

V1 Rubric Scores

Resolution2.00/5

Accuracy1.00/5

Communication2.00/5

Protocol2.00/5

Efficiency2.00/5

Overall1.8/5

V2 Rubric Scores

Resolution0.62/5

Technical0.00/5

Communication3.75/5

Ownership4.00/5

EscalationN/A

Customer Exp0.00/5

Overall30.0% (-6.0)

V2 Grader Summary

The agent provided factually incorrect DNS values ('8884' instead of '8.8.8.8'), skipped critical diagnostics for blocked pages (e.g., parental controls), and ended the call without verifying resolution. While ownership and communication clarity were adequate, lack of empathy, effort reduction, and technical inaccuracies left the issue unresolved. No escalation was needed or warranted.

V1 Case Analysis

Customer unable to load certain pages/apps on phones; advised DNS change to 8.8.8.8 / 8884 (incorrect). No verification performed.

Troubleshooting Steps

Advised accessing router web interface via myrouter.local
Instructed to change DNS servers to 8.8.8.8 and 8884 (incorrect secondary DNS)

Key Observations

Agent provided an incorrect secondary DNS address (8884 instead of 8.8.4.4), contradicting KB guidance for Google DNS.
No verification of router model, serial number, or customer ability to access the web interface.
Call ended abruptly without confirming customer understanding, outcome, or establishing a callback process.

Positive Highlights

Correctly identified DNS settings as a potential factor for selective website blocking.
Provided the correct local web UI address (myrouter.local) for accessing router settings.

Agent Errors / Gaps

Provided an incorrect and non-functional secondary DNS address (8884), which will prevent proper DNS resolution and aligns with KB accuracy failures.
Failed to verify the product model number with the customer before giving model-specific instructions.
Did not confirm whether the customer could access the web interface (myrouter.local) or log in successfully.
Did not verify the outcome of the suggested DNS change.
Ended the call without confirming customer understanding or establishing a clear callback process.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 98%

Agent never confirmed the issue was fixed; only suggested DNS change and call ended without verification.

R2 Not Met Diagnostic thoroughness conf 96%

Agent jumped to DNS change without systematic troubleshooting (no checks of router status, device list, parental controls, firmware, etc.).

R3 Partially Met Correct resolution path conf 90%

DNS change is a valid workaround path, but agent failed to assess whether it matched the symptom (e.g., blocked pages due to parental controls or MAC randomization).

Technical Accuracy

T1 Not Met Technically accurate info conf 95%

Agent failed to apply a logical diagnostic process; jumped directly to DNS changes without identifying root cause or asking relevant diagnostic questions about router state.

T2 Not Met Appropriate tools / resources used conf 95%

No diagnostic tools (remote session, router UI inspection, logs) were used; agent relied solely on verbal instructions without leveraging available resources.

T3 Not Met No misinformation conf 97%

Agent provided factually incorrect DNS IP address ('8884' instead of '8.8.8.8'), which is a material technical error per KB and standard practice.

Communication

C1 Partially Met Clear & professional language conf 93%

Agent introduced the call but did not set clear expectations or manage the flow; the call ended abruptly after instructions without confirming understanding or next steps.

C2 Met Confirmed understanding conf 94%

Agent used plain language and gave step-by-step guidance appropriate to customer’s level without heavy jargon.

Customer Ownership

O1 Met Ownership & empathy conf 96%

Agent owned the case end-to-end, did not transfer, and attempted to provide a solution path (DNS change instructions).

O2 Partially Met Proactive follow-through conf 90%

Next steps were given (change DNS via myrouter.local), but no timeline or follow-up commitment was established.

O3 Not Applicable Closure confirmation conf 100%

This was the first contact; no prior case history to reference or handoff required.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 100%

No escalation was made and none was warranted; issue was within L1 scope.

E2 Not Applicable Escalation prep & handoff conf 100%

No escalation occurred.

Customer Experience

X1 Not Met Customer effort minimised conf 93%

Agent showed little empathy; no acknowledgment of frustration or impact on customer’s wife’s work-from-home situation, despite it being explicitly stated.

X2 Not Met Tone & rapport conf 90%

Agent maintained a flat, procedural tone without adapting to customer’s urgency or confusion; engagement was minimal and customer had moments of uncertainty not addressed.

X3 Not Met Overall experience conf 92%

Customer was asked to perform all steps independently (access router, change DNS) without agent-side assistance or real-time guidance, increasing effort despite offered phone access.

Call Transcript12 turns · 12 lines

Speaker 1

Hey, good afternoon Joy. Yes, we have two Linksys nodes. We've had them for, over a year now. And we've been having issues lately about not being able to load certain pages and certain apps on our phones. And as far as the house works, everything works well, the streaming and all that, but it's just certain pages are blocked. And now we have a concern because my wife is going to be working from home. So now I have to fix it.