V2 Rubric Detail — 41d4629c-7c80-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 16:56
Duration
7m 41s
Contact
210-269-0055
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall11.7% (-64.3)

V2 Grader Summary

The agent failed to troubleshoot the customer's Belkin router issue, offered only a generic recommendation to purchase a new router, and provided no empathy or clear next steps. Despite correctly stating the default IP, the lack of diagnostic steps, ownership, and adaptive communication resulted in an unresolved case. No technical inaccuracies were found in the agent's statements per Assessment 3, but the overall interaction failed core resolution and experience standards.

V1 Case Analysis

Customer unable to access Belkin router settings due to missing IP/password. Agent confirmed device is out of support, provided default IP (192.168.1.1), and recommended upgrading to a Wi-Fi 6/7 router from retailers like Best Buy or Amazon.

Troubleshooting Steps
  • Provided default LAN IP address (192.168.1.1).
  • Informed customer that Belkin routers are out of support.
  • Recommended upgrading to a newer Wi-Fi 6/7 router.
Key Observations
  • Agent correctly identified Belkin routers as out of support (transcript [04:00]: 'we still supporting already Balkans routers... end of support list').
  • Agent provided the correct default IP address (192.168.1.1) for router access, as documented in the KB (universal_web_browser_setup.md).
  • No attempt was made to guide the customer to find the IP via computer network settings (e.g., ipconfig, network preferences) or router label, but this is not required for out-of-support devices per KB guidance.
  • Agent offered a practical self-help path by recommending modern routers and retail sources, consistent with KB guidance for unsupported devices.
  • No product model, serial number, or case documentation was collected, but this is not required for General Inquiry calls about unsupported devices.
Positive Highlights
  • Correctly stated that Belkin routers are out of support and no longer eligible for technical assistance (transcript [05:00]), aligned with KB guidance.
  • Provided the accurate default LAN IP address (192.168.1.1) for router login, as documented in universal_web_browser_setup.md.
  • Offered a constructive next step by recommending modern Wi-Fi 6/7 routers and naming specific retailers (Best Buy, Amazon, Office Depot), consistent with KB guidance for unsupported devices.
  • Kept the call efficient and avoided unnecessary hold time or looping.
Agent Errors / Gaps
  • Did not attempt basic troubleshooting to help locate the router IP (e.g., checking network settings on the computer at [05:00] when customer asked 'how do I look for them?'), though this is not strictly required for out-of-support devices.
  • Failed to gather product model or serial number, though this is not required for General Inquiry calls about unsupported devices.
  • Did not offer or cite a relevant Linksys KB article for legacy device setup or IP retrieval, though this is not required for out-of-support devices.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue or provide any troubleshooting; only recommended purchasing a new router.
R2 Not Met Diagnostic thoroughness conf 98%
No meaningful troubleshooting steps were taken; agent only stated the default IP and end-of-support status without diagnostic questions or verification.
R3 Not Met Correct resolution path conf 97%
Agent dismissed the customer due to out-of-support status without attempting best-effort troubleshooting (e.g., factory reset, physical checks) as expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms, ask diagnostic questions, or determine root cause; assumed issue was due to outdated hardware without investigation.
T2 Not Met Appropriate tools / resources used conf 95%
No tools, KB articles, or diagnostic methods were used; agent relied solely on verbal assertion without accessing any resource to support guidance.
T3 Partially Met No misinformation conf 91%
Agent correctly stated default IP (192.168.1.1) and accurately described Wi-Fi 6/7 as current standards, but provided no technically valid steps to recover access to the existing router.
Communication
C1 Not Met Clear & professional language conf 95%
Interaction lacked clear framing, expectations, or structured call flow; agent gave a vague recommendation and ended abruptly without maintaining control.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but did not verify the customer’s understanding or adapt to the frustration and confusion expressed.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership of the problem; instead, they redirected the customer to purchase a new router without attempting resolution.
O2 Partially Met Proactive follow-through conf 89%
Agent gave a next-step suggestion (buy a Wi-Fi 6/7 router) but provided no timeline, follow-up, or detailed guidance on setup or transition.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for an unsupported Belkin device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent offered no empathy for the customer's frustration; the tone remained purely transactional.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pace to match the customer's confusion and repeated requests.
X3 Not Met Overall experience conf 96%
Customer was forced to repeat the problem and was given no troubleshooting, increasing effort.
Call Transcript10 turns · 12 lines
Speaker 1
[silence] Is that where Ching just left? And okay. [silence] Yes. I have a Belkin router and I don't find my my address in my computer. I just got the service for some
00:00
Speaker 2
Thank you for calling NASASTT with me. How can I help? [silence]
03:00
Speaker 1
expect to, and can you help me out with this? [silence] Okay, I can't I didn't understand anything. So, I was I have uh, my uh address and a password. But they don't appear on the computer when I'm trying to connect my internet service. That's the problem with my Belkin router.
04:00
Speaker 2
uh the default uh IP address for a router is 192. 168. 1. 1. Now when it comes to technical assistance of that router, uh unfortunately, we still supporting already Balkans routers. It's already part of our end of support list, all Balkans routers. But there's still articles that you can find online that may be uh helpful in your concern. Um, yeah. If you want to access your links that your Balkans device, default IP is 192. 168. 1. 1. Uh huh. Um Okay. [silence]
04:00
Speaker 1
[silence] Yes, that's right. I cannot see it but huh. So how do I look for them? [silence] What do I take that how do I do that? How do I do
05:00
Speaker 2
you mean to say the Wi-Fi name not really the address but you're referring to the Wi-Fi name you have the Wi-Fi name and Wi-Fi password but you cannot see it on the Wi-Fi list okay approximately back to default settings the information on the sticker underneath your router probably that's the one broadcasting if that's the case you need to set up your Belkin router for you to configure its wireless setting for you to personalize uh yeah regarding the the technical assistance over the phone your device is no longer eligible for it as Belkin routers is already part of our end of support list end of support it's no longer being supported
05:00
Speaker 1
So, I need to buy another router or what? [ silence ] Houston, we have a problem. [ silence ] I, I'm sorry, okay, so if I buy another one, it's just to disconnect this one and connect it with a new one. That's it. Alright, and where do I buy vacuum routers? [ silence ] I have to go. [ silence ] Where do I buy in a vacuum routers near to me? Where can I find them? [ silence ] Uh-huh. [ silence ] every single store. [ silence ]
06:00
Speaker 2
if you were me i mean if i were you i will because that Belkin router you're using is still having the old wireless standard for you to have a better Wi-Fi connection it will be nice if you can upgrade your router instead because uh you might be able to fix that but in the future it will crash again so it will be a hustle for you to fix it all the time so that's it newer routers right now is user friendly it's easy to be set up uh you can try Amazon the online store and search for a Wi-Fi 6 router Wi-Fi 6 or Wi-Fi 7 routers and see what the new Wi-Fi standard is for you to have a better Wi-Fi in your house[silence]
06:00
Speaker 1
OK. Wi-Fi 6 or Wi-Fi 7? OK. I think they have it. Do they have it at Best Buy also? OK. Super. OK. OK. So, yeah, because I think my router is very old. It must be more than six years. So, that's probably the problem. OK. Thank you. Bye bye.
07:00
Speaker 2
Those are the latest routers. Yes, Wi-Fi six or Wi-Fi seven, that's the latest wireless standard. Yeah, Best Buy, Amazon, Office Depot, any local store. I see. It's time for upgrades. Thank you again for calling. You take care. Bye-bye.
07:00