V2 Rubric Detail — 40805628-795e-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-06 17:15
Duration
13m 16s
Contact
Daniel Alquicira
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136017
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall57.6% (+1.6)

V2 Grader Summary

Despite the customer achieving a working connection, the agent provided materially incorrect technical guidance (garbled IP '192.168.168.0.1.0.1'), failed to use KB-preferred methods (myrouter.local), and demonstrated communication flaws (misnaming, unclear instructions). The resolution was achieved due to customer effort in self-correcting, not flawless agent execution, but since the issue was resolved, R1 is Met. No critical failures (auto-zero triggers) are present in the transcript.

V1 Case Analysis

Customer had no internet after moving. Performed router reset, guided through web UI setup at incorrect IP (192.168.0.1), created admin password, and confirmed internet connectivity. Model E6350 confirmed via serial. Incorrect guidance included wrong IP and URL references.

Troubleshooting Steps
  • Reset router for 15–20 seconds
  • Connected laptop to default Wi-Fi network using label credentials
  • Accessed router web UI at incorrect IP (192.168.0.1)
  • Completed setup wizard and created admin password
  • Verified internet connectivity on devices
Key Observations
  • Agent provided incorrect router IP address (192.168.0.1) — E Series routers use 192.168.1.1 per universal_web_browser_setup.md.
  • Agent misidentified customer name as 'Nick' without confirmation.
  • Agent referenced 'Lensya Linksys Smart Wi-Fi' and 'lens.com' — likely ASR artifacts, but agent did not correct or clarify.
  • Customer successfully completed setup and confirmed internet access despite guidance errors.
Positive Highlights
  • Collected serial number and confirmed model (E6350) [02:00–03:00].
  • Guided customer through full factory reset and initial setup process [04:00–11:00].
  • Confirmed internet connectivity by asking customer to test devices [12:00].
  • Provided ticket number (136017) for reference [12:00].
Agent Errors / Gaps
  • Incorrect router IP address (192.168.0.1) provided — E Series routers use 192.168.1.1 per KB.
  • Misidentified customer name as 'Nick' without confirmation [05:00].
  • Incomplete IP address instruction ('type 192.168.') led to customer confusion [06:00].
  • Incorrect reference to 'Lensya Linksys Smart Wi-Fi' and 'lens.com' — likely ASR artifacts but agent did not correct [07:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms: 'the router is set up... we connected... Thank you so much.' Final outcome achieved.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent instructed reset and browser access but failed to verify correct IP (192.168.1.1 vs. 192.168.0.1) or confirm firmware compatibility; KB requires checking model-specific defaults and access via myrouter.local where applicable.
R3 Partially Met Correct resolution path conf 89%
Agent assumes reset-and-setup suffices, but does not confirm if E6350 is in-warranty or check for known issues; KB states older routers may not support modern plans — no assessment of router capability made.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identifies move and reset, but does not ask about prior symptoms, current LED status, or whether the issue is wired/wireless — skips root cause analysis per universal_speed_below_plan and universal_web_browser_setup.
T2 Not Met Appropriate tools / resources used conf 95%
Agent directs to 192.168.x.x but fails to recommend myrouter.local, which is the preferred and more reliable method per universal_web_browser_setup. Furthermore, the agent provides a garbled IP string ('192.168.168.0.1.0.1') and fails to verify the default IP for the EA series (192.168.1.1), allowing the customer to struggle with 192.168.0.1.
T3 Not Met No misinformation conf 98%
Agent provides materially incorrect technical guidance by telling the customer to type '192.168.168.0.1.0.1' into the address bar. This is a non-existent IP format and contradicts the authoritative KB (universal_web_browser_setup.md) which specifies http://192.168.1.1 or http://myrouter.local.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent starts professionally but loses control: calls customer 'Nick' after being told 'Daniel', interrupts, and provides garbled IP instructions. Transitions are unclear and agent appears disoriented at points.
C2 Partially Met Confirmed understanding conf 86%
Agent uses simple language but fails to confirm understanding after critical steps; customer says '168.50' and agent does not correct or clarify. Misnames customer and uses inconsistent terminology ('wife' for 'Wi-Fi').
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stays on call, does not transfer, and sees interaction through to customer confirmation of connectivity.
O2 Not Applicable Proactive follow-through conf 99%
Issue resolved during call; no follow-up or disconnect/callback commitment made.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted given resolution.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent is polite but does not acknowledge customer’s effort in moving or frustration with prior ISP interaction; minimal empathy expressed beyond 'you're welcome'.
X2 Partially Met Tone & rapport conf 85%
Agent attempts to match pace but misnames customer, gives unclear instructions, and customer appears to struggle with IP entry — agent does not adjust or rephrase effectively.
X3 Partially Met Overall experience conf 84%
Agent avoids major repetition, but customer has to self-correct IP address and navigate setup independently; agent could have provided clearer, step-by-step guidance using correct URLs and model-specific paths.
Call Transcript24 turns · 25 lines
Speaker 1
Hi, I'm having trouble with my router. I contacted fiber wear, which is an internet provider that we use, and we went through a whole process, but they told me to contact the... the actual Linksys. So, I'm just giving you guys a call because our router is not working. It was working before we moved into a new apartment.
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. [silence] Hi, thank you for calling Linksys. This is Regina. How can I help you today? Mhm. Mhm.
00:00
Speaker 1
Um, in the same complex and it was working at our old, old apartment, but for some reason the the router isn't like giving us internet connexion. Yes, this is the first time. Yes. Uh, yeah, Daniel and then Altisida. I can spell that for you if you need me too. L Q U I C I A. Alquisida, yeah. 404 981 9135.
01:00
Speaker 2
[silence]
01:00
Speaker 1
Daniel d a n i e l.m.I his Last Name mom m GM at at at at at at at at at at Correct the serial number is 14 Y as in Yankee 30 J as in Joe zero 5804365 [silence].
02:00
Speaker 2
okay. says Daniel .au . that M for Michael at gmail.com and how many linksede Router do you have sir. Can you please provide a serial number? and who is your internet service provider?
02:00
Speaker 1
Fiberware. Ugh. yes Yes. Fiberware. F-I-B-E-R-W-A-R-E. Correct. So I have unplugged the Ethernet cable, plugged it back in.
03:00
Speaker 2
Okay, so the model number of your link's router is an E6350. And can you tell me your internet service provider, sir? Okay, so you transferred or moved to a new location. That's why you need to reset and set up your Linksys router. Oh no, that was the wrong one. Now, what have you done so far?
03:00
Speaker 1
In, I have reset my router.
04:00
Speaker 2
okay so the ether the Ethernet cable is properly plugged in from the modem to the internet port of this router again i'll kindly press and hold a reset button for let's just say 15 to 20 seconds now this product and measure yeah and make sure the light indicator is changing and [silence]
04:00
Speaker 1
okay yes let me grab my laptop okay i have my laptop okay let's see so it's linked say
05:00
Speaker 2
Hello, Nick. How do you do? All right, do you have a laptop or a computer in your end? [silence] Okay. Can we connect your laptop to the network named and password that is written underneath the router? [silence]
05:00
Speaker 1
Okay. So, it's not okay. Here. It is okay. I'm connected to the router now. Okay. Okay. I'm in the router. Uh-huh. One nine two. Okay. so, 168.50
06:00
Speaker 2
Okay, kindly open a browser, search Google. Then on the address bar, type 192.168.
06:00
Speaker 1
That's six eight.0.1.0.1. Okay. Okay. Okay, I'm at the link just. Yeah, I'm at the Lensya Linksys Smart Wi-Fi setup. Okay. Yeah, that's what I'm doing right now. What was that? Okay. Okay. Just a second. [silence]
07:00
Speaker 2
Oh, that one. That one. and it routed you. it routed you to what go ahead. Is it asked you to log in? Yeah. Just agree to the with the terms and agreement. and continue to set up your linksys router. Continue to set up your linksys router.
07:00
Speaker 1
Okay, and I'm getting it set up [silence] Yes, it's asking me to create a router password now.
08:00
Speaker 2
okay so is it set up now? okay go ahead
09:00
Speaker 1
Okay, I got it now. I'm done. Okay, the router is set up. Correct. Okay, let me try. Yeah. Can you try the TV too? [silence]
11:00
Speaker 2
and did you create your own wife, my name, and wife, I password. Okay. Try to reconnect your device and then check if you have an intern connection.
11:00
Speaker 1
Okay, when it says weak security, what does that mean? I did, I did. So, we can do it that. Okay. Yes, let me check. Is it working? Yeah, we connected. Okay, yeah, we got it. Thank you so much. Okay. One point.
12:00
Speaker 2
I guess it's for the Wi-Fi password. But did you change it? Yeah, but can you actually proceed to check your devices if they will able to connect and access the internet? Okay, you're welcome. And just feel free to call us back again here if you need more assistance. Your ticket number is one three six zero one seven. [silence]
12:00
Speaker 1
3 6 0 1 7. Uh-huh. 1 3 6 0 1 7. Okay, thank you. Thanks Eugene. You too. Bye bye.
13:00
Speaker 2
yes okay you're welcome and this is Rebe Jean have a great day bye for now you're welcome bye
13:00