V2 Rubric Detail — 3d24be22-7eec-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 18:54
Duration
11m 27s
Contact
917-355-6616
Issue Type
Firmware Update
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#GI00136939
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: FW Update

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.7/5

V2 Rubric Scores

Resolution3.12/5
Technical3.44/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall71.5% (-2.5)

V2 Grader Summary

The agent provided accurate information about automatic firmware updates and correctly dismissed the unrelated private Wi-Fi address concern. However, they failed to guide the customer through the actual verification steps in the web interface as requested, and struggled with an invalid serial number, leading to a partial resolution.

V1 Case Analysis

Customer inquired about manual firmware updates. Agent confirmed updates are automatic by default and provided correct local web UI URL (myrouter.local). Clarified MacBook private-address warning is unrelated to firmware. No manual action required.

Troubleshooting Steps
  • Explained automatic firmware update behavior
  • Provided correct local web interface URL for checking settings
  • Clarified that MacBook private Wi-Fi address warning is unrelated to firmware
Key Observations
  • Agent correctly explained that firmware updates are automatic by default (ACCURACY strength).
  • Agent provided the correct local web interface URL (myrouter.local) per universal_firmware_update.md.
  • Agent unnecessarily requested model/serial number, which was not required for this general inquiry (PROTOCOL and EFFICIENCY issue).
  • Agent did not guide the customer to verify if auto-update was enabled on the router, missing a potential troubleshooting step.
  • Agent correctly addressed the unrelated MacBook private-address warning.
  • No case number was created or cited.
Positive Highlights
  • Provided accurate information about automatic firmware updates per KB.
  • Gave the correct local web interface URL (myrouter.local) for accessing router settings.
  • Correctly clarified that the MacBook private-address warning is unrelated to router firmware.
Agent Errors / Gaps
  • Unnecessary request for model/serial number for a general firmware update inquiry.
  • Did not guide customer to verify auto-update status on the router.
  • Did not create or cite a case number.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent confirmed auto-update is default but did not verify if it was enabled on the customer's device or guide them to confirm in the interface; resolution assumed rather than confirmed.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent skipped asking whether auto-update was enabled and did not guide the customer through checking it in the web interface despite the customer asking how to do so.
R3 Met Correct resolution path conf 90%
Correctly identified this as an informational request and provided appropriate guidance without inappropriately escalating or dismissing.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Identified the general concern about firmware updates but failed to ask whether auto-update was enabled or disabled, a key diagnostic step per universal_firmware_update.md.
T2 Partially Met Appropriate tools / resources used conf 70%
Attempted to use internal tools to look up the serial number, but the serial provided was invalid (starts with 37A, not a valid Linksys SN format); agent should have recognized this and redirected to model-based guidance.
T3 Met No misinformation conf 95%
Correctly stated that firmware updates are automatic by default (universal_firmware_update.md) and that private Wi-Fi address settings are unrelated to firmware.
Communication
C1 Partially Met Clear & professional language conf 75%
Call lacked clear framing; agent used filler ('uh', 'um'), struggled with flow, and failed to set expectations or maintain smooth transitions.
C2 Met Confirmed understanding conf 85%
Used plain language, adapted to customer’s lack of app access, and gave clear instructions for accessing myrouter.local.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, attempted device lookup, and provided actionable steps without transferring or abandoning ownership.
O2 Partially Met Proactive follow-through conf 70%
Provided a next step (visit myrouter.local) but did not confirm the customer could access it or follow through on checking auto-update status.
O3 Not Applicable Closure confirmation conf 60%
No prior case history was referenced or available; appears to be a first-time contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required for this informational inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Remained polite, used appreciative language, and stayed professional despite communication hiccups.
X2 Met Tone & rapport conf 80%
Matched customer’s pace, responded directly, and kept engagement despite technical confusion.
X3 Partially Met Overall experience conf 75%
Customer had to repeat serial/model multiple times; agent could have redirected faster to model-based help once serial proved invalid.
Call Transcript24 turns · 24 lines
Speaker 1
yes, hi, Delvin. I have a question. I have a Linksys dual-band Wi-Fi 6 router. I understand, do I need to update, like the, I'm not having any issues, but do I need to update the firmware, a, like, them**, every once in a while to make sure everything's up to date? [silence] Yes, hi, Dylan. I have a question. I have a Linksys dual-band Wi-Fi 6 router. I understand. Do I need to update like that? I'm not having any issues, but do I need to update the firmware every once in a while to make sure everything's up to date?
00:00
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.linksys.com for more information about your product. Hi, thank you for calling Linksys Technical Support. My name is DeLint. How can I help you today? Mhm. Yes ma'am, but actually by default the the default. The. And. Um. [silence] Ok ok um default. The. Process is. Available only for. TCP ports. Uhm. Ok? For. TCP ports. Uh-hmm.
00:00
Speaker 1
Uh, I don't know. So how would I check for that? I would have to go to the website and log in or. Okay, so how would I do that? Or is it possible for you to check if I have automatic update? Yes, yes.
01:00
Speaker 2
the firmware update is automatic, so it will just automatically update once there's a newly released firmware. So, uh, unless, uh, you disabled the automatic update settings. Um, you may need to, you can actually check it through the link's app or through the web interface. Okay. Um, unfortunately, ma'am, we don't have the access for that. But anyway, uh, let me just run some verification with you, uh, in order for me to proceed further. I believe this is your, like, first time calling for a while. Okay.
01:00
Speaker 1
Okay. Uh well, no, I have actually called before. So I have called before. Uh huh. Okay. Well, I mean the thing is, I don't want to be like on a sort of a mailing list or something, you know? So, I just yeah, so I just want to see like just from the website. So if I go like where would I go on the web interface? So I'm on the Linksys website. Yeah, well it's Linksys dual band Wi-Fi 6 is and which one it starts with a letter.
02:00
Speaker 2
alright. let's start with your full name? yeah, unfortunately I can't find any record here under your phone number. so, I probably need to. yeah. Oh, okay, alright. not on the website but on the web interface like um anyway can you provide me the model of your link search router as well as the serial number?
02:00
Speaker 1
[DOWNWEIGHT] or it says F G number and then there's the F N 37 predict okay 37 A one zero M two seven a zero zero two three five sure it's 37 A one zero m two seven a zero zero two three five. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] yes [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
03:00
Speaker 2
The S and... can you provide it slowly, ma'am? Okay, let me script you out. is 37A10 M27A00235. Okay, thank you so much for that. Uh, let me just check this one here.
03:00
Speaker 1
you know I as long as is automatic reading yeah it's like it's updated or I need to do it manually I just need to know so it's like I keep it up to date you know I
04:00
Speaker 2
Let me check if I can see the information of your devices here. I can seem to find any. Yeah, but if you don't, I mean you haven't changed anything or touch the Wi-Fi settings, then that's automatic, actually. And also, I tried checking the serial number you've provided me, but I can't seem to find any data. Okay, can I just repeat it? Once again, it's 37 AF5717440.
04:00
Speaker 1
Yes. A as in Apple, 10, M for Mike, the number two seven A as in Apple, zero zero 2235. Where? What do you mean? where? A model? What do you mean model? A model number? How about C4-11 EB C. 45? It says MAC.
05:00
Speaker 2
Alpha 10 M for Mike Okay. Yeah Yeah Anyway can you find any model there? [ silence ] Underneath the device The model number Yes What's the label for this? I think this isn't a model no O-M-A-C The Mac address okay
05:00
Speaker 1
Okay. Okay. So I just want to see generally, um where would I go on the interface you're saying to be able to uh, no, I don't have the app. I just want to be able to do it on the web. So on the web that when I go to lynxys.com, okay, where would I have to go from there?
06:00
Speaker 2
we can't uh use that one in locating the device mmm um dude it would be easy for if we can go to the lincless app uh but just to confirm do you have a lincless app with you I mean on your phone Oh Okay Mhm Okay if only we knew the the device that you have right now but uh yeah we can actually try to type in on the address bar HTTP
06:00
Speaker 1
to forward slash okay O my router dot L O C O L L C A R local it's HTTP my router dot local okay okay what is that for huh
07:00
Speaker 2
slash. uh my router local. Yes. Local. L-o-c-a-l. Yes. yeah://my router.local. That's actually the link sys. um web interface.
07:00
Speaker 1
okay I tapped into it oh it's well my it says it's a okay because I have my connection configured to HTTPS and this is HTTP okay okay but generally you're saying that if the firmware it's not letting me for some reason
08:00
Speaker 2
Oh, okay. You can you can just type in https colon slash slash MyRouter dot local.
08:00
Speaker 1
Mm-hmm. Okay. And then, so now the question is, for example, when, because I got a MacBook, and I'm trying to set up the Wi-Fi, and then it's giving me a warning, like a security warning, and it says that it doesn't allow me to do the, the private address. Um, so, that's why I was wondering, maybe I have to update some firmware, because , seeoOI how like the maps
09:00
Speaker 2
so so basically if you haven't touched anything on the router except for the Wi-Fi name and the password.
09:00
Speaker 1
they have option for, let me tell you what it's called. It's called UR. Private Wi-Fi address and yeah. So then so, but that doesn't have to do with the firmware. Oh, okay.
10:00
Speaker 2
Private Wi-Fi address. Yes, ma'am. I don't think it has to deal with the firmware.
10:00
Speaker 1
okay so as long as the firmware is it updated automatically like I don't do anything with it I haven't done anything with it so that means I'm up to date right? okay all right that's what I wanted to make sure okay no problem thank you very much okay okay bye-bye
11:00
Speaker 2
Mhm. Yes, yes ma'am. exactly. Alright. okay. sure, no problem ma'am. appreciate your time, Carl. Flexes. Later, man.
11:00