V2 Rubric Detail — 395e676c-6136-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 23:28
Duration
63m 31s
Contact
Morris Knox
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joseph Mycko Balindres
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall13.1% (-26.9)

V2 Grader Summary

The agent performed minimal troubleshooting (power cycle, app refresh) but failed to identify the root cause, verify warranty status, or escalate. Communication was disorganized, empathy absent, and the call ended without a clear path forward, leaving the customer's core issue unresolved. Despite some correct instructions, overall execution fell far below expected standards.

V1 Case Analysis

Customer reports 28+ devices offline in app; one node showed red, now blue after power-cycle. Unable to access router UI via 192.168.1.1 or myrouter.local. No resolution; vague callback offered without scheduling.

Troubleshooting Steps
  • Confirmed product model as MX5500.
  • Checked node LED status (one node red, now blue).
  • Performed power-cycle of affected node.
  • Attempted to access router web UI via myrouter.local and 192.168.1.1.
Key Observations
  • Agent incorrectly instructed use of 192.168.1.1 for MX5500 (should be myrouter.local per KB).
  • Agent failed to adapt when customer said they didn’t have Google Chrome, continuing to push browser access.
  • No case was created or referenced, and warranty status was not discussed despite troubleshooting need.
  • Callback was offered but not scheduled or confirmed, leaving no operational closure.
  • Agent lost call control multiple times, with long silences and failure to manage customer confusion.
Positive Highlights
  • Identified and confirmed the product model as MX5500 based on customer input.
  • Correctly interpreted LED status and initiated a power-cycle of the red node, which turned blue.
  • Attempted to correlate app data with web UI access to validate device status.
Agent Errors / Gaps
  • Failed to collect or verify product serial number.
  • Did not check warranty status or support eligibility.
  • Did not create or reference a HappyFox case.
  • Provided technically inaccurate guidance by suggesting 192.168.1.1 for MX5500 instead of myrouter.local.
  • Failed to recognize that myrouter.local requires mDNS (Chrome or compatible browser), and did not offer alternative access methods.
  • Gave contradictory and unclear instructions for accessing the web UI.
  • Did not confirm resolution or validate any fix.
  • Offered a callback without scheduling or ensuring availability, leading to abandoned follow-up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still reports 28 devices offline after attempted fixes; no resolution confirmed.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent performed power cycle of a node and asked to refresh the app, but did not conduct full diagnostic steps like checking WAN or speed test.
R3 Partially Met Correct resolution path conf 91%
Agent attempted troubleshooting (power cycle, app refresh) but never verified warranty status or offered an RMA/escalation path despite likely hardware or firmware issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked about LED color but skipped key diagnostic questions (ISP, PPPoE, speed test at modem) and failed to identify root cause.
T2 Not Met Appropriate tools / resources used conf 94%
Agent attempted to guide customer to 192.168.1.1 but gave inconsistent instructions and did not use remote tools, logs, or verify connectivity properly.
T3 Partially Met No misinformation conf 89%
Power-cycle instruction was correct, but agent provided confusing guidance on accessing router UI and mischaracterized app behavior.
Communication
C1 Not Met Clear & professional language conf 97%
Agent never set clear expectations, lost control of call flow, and ended abruptly without confirmation.
C2 Not Met Confirmed understanding conf 95%
Agent used filler language ('um', 'like'), did not confirm understanding, and failed to adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent offered uncertain callback ('I could not promise you with that') and abandoned case without ownership.
O2 Not Met Proactive follow-through conf 93%
No clear next step or timeline; promised callback was conditional and uncommitted.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
No escalation despite unresolved issue, multiple offline devices, and failed troubleshooting — warranted escalation not initiated.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so execution details (team, reason, customer notification) were missing.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent never acknowledged frustration or expressed empathy; interaction remained transactional.
X2 Not Met Tone & rapport conf 96%
Agent continued with complex instructions despite customer confusion and disengagement.
X3 Not Met Overall experience conf 95%
Customer repeated information multiple times; agent added avoidable steps instead of simplifying process.
Call Transcript71 turns · 81 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For all-in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting [silence] register.Linksy.com. Please have your device serial number ready to for assistance. [silence] Please one now. For out-of-warranty products, [silence] paid support may be available depending on your issue. To hear more about your service options. Please two. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For [silence] Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
Yes ma'am uh I got a Linksys with it with the three nods and it they not picking up all my devices um saying it saying some of them offline and I I you know I been having that problem lately
17:00
Speaker 2
Thank you for calling linksys. This is Carla. How may I help you? It's like, um, no devices that can connect right now. Okay. Okay. So before we um continue, um, let me just create a record for this. Have we called linksys before?
17:00
Speaker 1
I got a serious problem. I don't know the model number. Yes.
18:00
Speaker 2
This is the first time.
18:00
Speaker 1
th the down right If you change your name, what did you say you needed? The model number. I don't have the model number. I only have the serial number and the MAC address. What was I claiming with these strengths? MX 5500.
19:00
Speaker 2
Okay. Alison have your phone number. Let me try to like pull up your record. Um, yes. And the model number is, sir, you can check the model number that's on right below linkages. Okay. And, ah,
19:00
Speaker 1
Right let me tell you I got one two three. What is the what. Blue. Well I can't even get like. [silence]
20:00
Speaker 2
You mentioned that you've got total of three nodes. Okay. And who is your internet provider? Back to you. All right. What is the LED caller on your parent nodes? The caller, the LED caller. Okay. So, basically, your main concern here is none of your devices, like your phones, computers, are now connected.
20:00
Speaker 1
[KEEP_UNCERTAIN] we're an entertainer. That was new, there's no, there's no antenna. Do I have to have a subscription with this or something? Do I have to have a subscription? Do I have to have a subscription? Linksys, because it's not
21:00
Speaker 2
I'm sorry?
21:00
Speaker 1
It said, right, Morris is online. It's a, I'm a, it says I'm online, but it's looking, it keeps looking for my devices. Okay, it's a, I got 16 devices and I got way more than that hooked up. It then is not showing me them. Ma'am? It's on the app. Then they got the N O D E S. It says 3, but they got a they got a red exclamation mark about it.
22:00
Speaker 2
Sure. You don't need a um subscription. Okay. Um, are you Hmm? Um, are you using the app or the web-based um user interface? Um, where did you check that sir? Is it on the app or is it Uh Um Here, let me just check this. Are you on a speaker mode of your phone right now? You're using the speaker mode because the line is What are your devices connected to the router?
22:00
Speaker 1
can you hear me? [silence] Hello? Yes. Okay, I got my three knobs. The router, router and this system. And it says... [silence] It's not picking up all my devices.
24:00
Speaker 2
Hello sir. I'm not so clear sir. They are much better. Yes hello. [silence]
24:00
Speaker 1
How can I fix that? Hello? It says, "I got 28 devices that are offline." They all kind of devices. My home security devices, they not online.
25:00
Speaker 2
okay, what are, yesterday? you've got 28. and what are those devices? uh, what are the devices that you are connecting to the router?
25:00
Speaker 1
i got a lot of device that are on no land so how can i fix that no no theyre wireless there wired this mail no i can't no [silence]
26:00
Speaker 2
Okay. So your devices like your security camera, do they connect to the router like each camera needs to be connected? Are they not using like a DVR or each camera or the security system like... But can you still access your security cameras? So you cannot access it right now.
26:00
Speaker 1
blue blue blue. My route is not, my route is acting up, ma'am.
27:00
Speaker 2
Okay, the nodes right now that you're using sir are the other two nodes. It's the parent node right now, it shows blue. What is the color of the LED on the other two nodes, all blue okay, so that means so the router is online, okay.
27:00
Speaker 1
[KEEP_UNCERTAIN] My routers acting up. Do you know how to do this? I'll say so what I have to do. Ma'am Hello I'm saying with with the model number that I gave you is it up dated or whatever? I gave you the model number
28:00
Speaker 2
I'm sorry. Um, ya sir. Um, when was the last time that you were able to access your security cameras? Ma'am. Yes, sir.
28:00
Speaker 1
Right.
29:00
Speaker 2
Yes, that's the MX 5,500. Okay, so Gensler, you mentioned that it shows on your on the list right now on the app that the your security camera is offline. Yes.
29:00
Speaker 1
[silence] blonde is wrong, this raid. [silence] Hello? [silence] Hello? [silence] No, no. I got you on the phone now. [silence] Hello? [silence]
30:00
Speaker 2
Hello. Yeah Sure can I call you back sir? One of the nodes is red. But that node, Sir, is that the father node? Okay. The red uh note sir, how far from the it's from the parent node? How far is from it sir? From the other nodes, I'm sorry. [silence] yes okay um uh... can we go to that not search and let's try to uh... power cycle that no maybe that the reason why that it did not uh... which was unwinding some of the devices because one now is not connected Yeah, just unplug the power cord for like 30 seconds before you plug it back.
31:00
Speaker 1
but I'm on some headphones since [silence] Hello Now it turned blue
33:00
Speaker 2
yes let's just wait for it that will take like a minute to to fully build up It's now blue. Please kindly refresh your apps, sir. Check if those offline devices are now online.
33:00
Speaker 1
I don't understand that now. On my note where I had to repow my phone, I can't repow my phone. JJs, wait a minute ma'am. I'm on the app and it's just circling looking for the devices in the know. [silence] just minute ma'am, but I'm on the app and it's just circling, looking for the devices in the know. I refreshed the app, it still said I got 28 devices offline. [silence] Yes, ma'am, it's blue. Mm-hmm, all three of them blue and I still have offline devices.
35:00
Speaker 2
Did you, like, refresh the app, or did you, like, close it? Even though you already refreshed the app and then also the non-working, no, the one that's on the red light right now, it's now on blue. Still, there are a lot of offline devices. Are there any, like, duplicate names, sir? [silence]
37:00
Speaker 1
No, what you said like my um internet cable name? So your account gotta be verified.
38:00
Speaker 2
Like maybe, like, especially duplicate Mac addresses. Because sometimes... it will, like, still recognizing, even though, like, it will have a duplicate save of some will just save offline, the other one, it shows online. Especially if, like, phones are they recording are archive list are offline.
38:00
Speaker 1
but it'll still do it see on my dashboard it say Morris is online it's looking for my devices and it nods and it nods it'll show the three devices it'll show it how many devices I got hooked up but then it won't show how many nods I got hooked up no I gotta say something [silence]
39:00
Speaker 2
it won't show how many notes, but this is an iPhone right?
39:00
Speaker 1
you just buff it and buff it and buff it and buff it and buff it. [silence] it says, your account has not been verified. Please check your email. [silence]
40:00
Speaker 2
Okay. On your app, sorry.
40:00
Speaker 1
09:087, so what you want me to do? 09:334 So now it loaded up it says I got 15 devices but my nose is not showing how many I have. 00:2054 None 00:2294 nothing [silence]
41:00
Speaker 2
It shows that your blog email is not verified. Um, using the app, Sir, are you logging in using your email, um, Okay. Okay. Uh, can we try to, um, like, So that means right now, Sir, the app is not refreshing, the settings. Okay, because um, our links to Linksys Smart Wi-Fi, um, But on that, um, app right now, how many nodes shows up? On the, um.
41:00
Speaker 1
It shows none, ma'am. Offline devices, got 29 on my so-called nose. It doesn't show how many connected. It's just nothing there. [silence] Area code 334-440-5388.
42:00
Speaker 2
on nine online devices, offline devices, or is it online devices? [silence] For purposes before we continue. Can you have your phone number? [silence] I saw.
42:00
Speaker 1
Mm-hmmmmmm. That's it. go completely out of it . I got Google. [silence] I'm in Google. What address bar ? [silence]
43:00
Speaker 2
to pull up a record here is it under, Mr. Maurice Knox? email address one. Knox. three, five, seven, four, Gmail dot com. Okay. Sorry, how about this? Can you close the app? [silence] Yes. And then, Can you open a browser on your phone? Do you have Google Chrome on this phone? Yes. Can you open Google Chrome? Okay. Um, what's on the address bar right now? Is that just blank?
43:00
Speaker 1
write Users router. That local. All right. Okay. Okay, what you want me to do? A custom URL used to access local settings.
44:00
Speaker 2
Okay, so it gives you different search results. Yes. Okay, after you press enter, sir, it asks you to log in or do you have their connection is not private or it gives you different search results. Okay. Okay, it seems that it gives you different search results right now. On the address bar right now, sir, can you see the www.google.com?
45:00
Speaker 1
what you trying to get me to do? I'm on Google. I'm not I'm on I'm not on Google Chrome. I'm just on Google. Oh man. No, I don't have Google Chrome. I just. do you want me to do? Do you want me to download Google Chrome?
46:00
Speaker 2
We are trying to uh compare sir, um the app and as well as the web browser user interface of the router. Do you have Google Chrome on this phone? or do you have a computer, sir, right now? Um that is your option to download it onto your phone, but do you have a computer that we can work off of as well, sir? Oh and are you still planning to use your device or should we check the device as a new device? Okay, um do you see the QR code with uh white page right here? Okay, just wait there. Okay, I'm still coming over. Okay, sir, I see you. Okay, can you see the white page? Yes. Okay, how about the QR code? There is nothing there, correct, sir. Uh, can you see the lion, King Kong? But this one is a lionforest? Yes, sir, yes. Okay. Um. Um. Um. Yes. Yes? Okay, since it is not showing us the code, let let's try it for the second time. Okay, have you opened the Google Chrome now, sir? Okay, in your router setup page, please type in the QR code. Does it say error, sir? Okay. QR code, um, sorry, what do you mean? Let's use this application, sir? Oh, the QR code is here. Let's click this one. Make sure that it is included in the link that you have there. Show the QR code to the camera until you encountered the router configuration page, then share it with me, sir. which we can use
46:00
Speaker 1
Oh, okay. I'm in Google Chrome. I keep pulling something back, track my damn, track my order.
48:00
Speaker 2
On Google Chrome, again, sorry the same thing on the address bar. You tap this link HTTPS and then colon forward slash forward slash my router dot local. [silence]
48:00
Speaker 1
Now we're jumping in here. Yes. How do I clear this history? How do I clear this stuff in my Google Chrome?
49:00
Speaker 2
it seems that it always give us a a search result, sir. Um how about Did you type it on the address bar, right? So what's on the address bar right now? Is it www.yahoo.com or is it www.google.com? Um just tap on the address bar, sir. And then just erase everything.
49:00
Speaker 1
Now, in in MyRattle by Logal, what you might go to a password to access or what.
50:00
Speaker 2
No, sir, you should ask for for, like, could be a password, or could be it goes to not private, not a search result. What's in the address bar right now? Again, is it www.google.com? Okay. Can you tap on that part of the Google Chrome? So I didn't erase everything.
50:00
Speaker 1
Okay, I did. 192.168.1.1. Wait on it to load up. [silence] 192.168.1.1. [silence] It haven't loaded up yet.
51:00
Speaker 2
How about try this numbers 192.168.1.1? Yes, do you know what happened? Mm hmm.
51:00
Speaker 1
yes [silence] i hit search [silence] ah [silence] still loading [silence] it's not gonna do it
52:00
Speaker 2
did you press enter or go it's still nothing happens it's just loading again there uh Do you have a computer? [silence]
52:00
Speaker 1
Give me that number again. one nine to that one six eight that one that one [silence]
54:00
Speaker 2
192.168.1.1.
54:00
Speaker 1
yes I might have to call my cable provider because I see on my Wi-Fi I see something like it says connected but it got the number six bad [silence] okay bad six
55:00
Speaker 2
192.168.1.1. or this device is connected to the Wi-Fi.
55:00
Speaker 1
I just sold it to my wife and I. [silence] I'm in OneFine. [silence] My name. [silence] Morris.
56:00
Speaker 2
again on your wifi on this phone it shows connected to the link sys name or to the wifi name of your link sys? okay. how about this? let's check the IP address from your router, okay? can you click on the on your phone click on settings we go to settings, we go to wifi. alright. it's connected to what network name?
56:00
Speaker 1
Settings. Okay. Mhm. Go to what? 192 168 dot 1 dot 35. The option for the who? What is that?
57:00
Speaker 2
Can you like click on the gear icon? It's on the right side of the name.It's on the right side of the name. And. then you go to science and. what is the IP address? What's the IP address? How about um default gateway? Do you have the option for default gateway? default gateway, sir. The only information you you consider is just the IP address.
57:00
Speaker 1
See the IP address, Mac address, proxy, IP settings, auto reconnect password, and security. Right. Correct. [silence]
58:00
Speaker 2
And this phone, again, the name of the wireless signal from your router is, uh, Morris, right? That's the name where the phone is connected right now. Okay. Um, I guess you're just to verify this. Do you have a computer that we could try to use to access the user interface of the router, so that we can also check there if it has the same result with the app for the connected devices?
58:00
Speaker 1
Hold on. Just call can you call me back in another hour? What time you close? What time what time it is there. And you closing at 11, 11, 11 in the morning. It's 7:00. 728. It's 728.
59:00
Speaker 2
uh... um... um... we... we... we... will be closing at around 11:00 a.m... eastern time sir. Um... and but I'll only be here around... um... it's 8:27 in the morning, yes, 11:00 a.m. yes. but in your time sorry it will be 11:00 p.m. eastern time. So and So in your time, you're in Central I have a Yeah. Um... uh... uh... there we go. We... we might we might have moved a little in the world. Okay. You're in Central Time. Okay. Are you? Okay. So it's probably um... um... um... um... quarter to 9:00 a.m. or 8:45 here in your time. Okay? Yeah.
59:00
Speaker 1
to. Call me back in 30 minutes. Just call me back in 30 minutes. [silence] Then call me back. [silence]
60:00
Speaker 2
You're in central time sir. So, that will probably close at 10:00 your time. Since um Since, um, like, Eastern is ahead of you an hour, right. Um. I could not promise you with that, sir. Just in any case, I'll be receiving a call. If I, if I'm available at that time, sir, um, I'll call you back. And if in any case, I'll be receiving a call. You can just if I cannot call you back after 30 minutes, just give us. [silence] So a call then. Okay? Okay? It might have a call at that time. Once they can call you after 30 minutes, give us a call. Okay? And give your phone number as a so that we can pull up your record. Okay? All right. All right. So thank you for calling Legacy Tour. This is Carla. Bye for now. Okay? [silence] Hello, sir. Hello? Hello sir? Hello sir? Hello sir? Hello sir. Um hello sir? Are you still there? I'll wait for 30 seconds if no one will be answering on the other line, I'm going to release the call. Thank you. All right, this has been 10 seconds. No one is responding on the other line. I am going to release the call. So thank you for calling Lang Travels. This is Carla. Goodbye for now.
60:00