V2 Rubric Detail — 4884d3c4-64ed-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 16:56
Duration
25m 20s
Contact
France Barr
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
—
Support Country
United Kingdom
Product Family
SMB PRODUCTS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall77.8% (+53.8)

V2 Grader Summary

The agent successfully guided the customer through factory reset, web interface access, and setup completion, correctly diagnosing that static IP must be enabled by the ISP first. While full resolution depended on external action, the agent provided accurate, complete, and appropriate troubleshooting within L1 scope, maintained ownership, and set clear next steps. Empathy and simplification could improve, but technical and procedural execution was strong.

V1 Case Analysis

Customer unable to access MBE7000 admin interface; agent incorrectly advised using myrouter.info. Factory reset performed, Wi-Fi credentials set, but login failed. Customer instructed to contact ISP for static IP provisioning. No valid admin access achieved.

Troubleshooting Steps
  • Guided customer through factory reset of MBE7000 (reset button hold until solid blue observed).
  • Instructed to connect to router's temporary Wi-Fi network.
  • Attempted admin login via incorrect URL http://myrouter.info.
  • Assisted with setting new Wi-Fi SSID and password after reset.
Key Observations
  • Agent repeatedly used incorrect admin URL (myrouter.info) for MBE7000; correct URLs are 192.168.1.1 or http://myrouter.local. This is a critical accuracy failure per KB.
  • Agent introduced irrelevant and confusing statements (e.g., 'question for the 11th organizer') that disrupted call flow and likely confused the customer.
  • Despite repeated login failures and error messages, agent failed to validate or correct the access method, showing poor troubleshooting discipline.
  • Call lacked structured control; agent allowed loops and did not summarize progress or confirm understanding, reducing efficiency.
Positive Highlights
  • Identified correct product model (MBE7000) early in the call ([10:00]).
  • Successfully guided customer through factory reset procedure with clear timing and LED state confirmation ([02:00]–[05:00]).
  • Created a HappyFox ticket (LTS20123669) and provided it to the customer for follow-up ([24:00]).
  • Correctly explained that ISP must provision static IP before it can be configured on the router ([20:00]–[21:00]).
Agent Errors / Gaps
  • Provided incorrect admin URL for MBE7000 (should be 192.168.1.1 or http://myrouter.local); used myrouter.info which is only valid for SPNM series ([10:00], [19:00]).
  • Failed to recognize or correct persistent login failure due to wrong URL, despite customer reporting 'trying to reach Linksys now' and privacy errors ([12:00]–[22:00]).
  • Incorrectly attributed login failure to 'custom DNS' ([23:00]) without verifying router access first — this misdiagnosis occurred after already giving wrong URL.
  • Did not confirm whether customer could access 192.168.1.1 even after suggesting it briefly at [13:00], missing a chance to correct course.
  • Allowed inefficient looping by not consolidating instructions or summarizing next steps clearly.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends with customer saying they will call ISP again; no resolution achieved.
R2 Met Diagnostic thoroughness conf 92%
Agent guided customer through factory reset, accessed web interface via myrouter.info, bypassed certificate warning, completed setup wizard, and correctly diagnosed that static IP must be provisioned by ISP before router configuration — all key troubleshooting steps for static IP issues.
R3 Met Correct resolution path conf 90%
Agent correctly identified that static WAN IP configuration depends on ISP provisioning, advised customer accordingly, and did not mislead by attempting local configuration when upstream dependency existed — appropriate path selection based on technical reality.
Technical Accuracy
T1 Met Technically accurate info conf 88%
Agent identified symptoms (no internet, red light, static IP misconfiguration), confirmed device model (MBE7000), determined root cause (ISP must enable static IP first), and ruled out local router misconfig as primary issue — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 85%
Agent used the customer's real-time feedback (browser errors, LED states) as diagnostic evidence, interpreted the 'custom DNS' warning correctly, and leveraged KB-backed knowledge of MBE7000 behavior (myrouter.info) — appropriate tool use given scenario; remote tools not required as issue was resolvable via guided self-help.
T3 Met No misinformation conf 95%
Information about reset procedure, default IP (192.168.1.1), myrouter.info for SPNM6x/MXE7000, DHCP vs. static mode, and DNS interference was accurate and aligned with KB.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control throughout, redirected customer when off-topic, gave clear instructions, managed transitions (e.g., after reset), and kept focus on resolution path despite confusion and long silences.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms like 'custom DNS' and 'DHCP' without simplification; however, repeated instructions when asked and confirmed understanding during reset steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, created a ticket, offered callback option, and did not transfer — full ownership demonstrated.
O2 Met Proactive follow-through conf 90%
Agent provided ticket number (LTS20123669), instructed customer to call back after ISP contact, and confirmed record was created — clear next steps and follow-up path.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted — issue was within L1 scope and being actively worked.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not explicitly acknowledge frustration, but remained patient through repeated resets and confusion, stayed solution-focused, and offered continued support — professionalism maintained.
X2 Partially Met Tone & rapport conf 80%
Agent maintained consistent pace and repeated steps when asked, but used technical language without checking comprehension; adapted to customer’s need for repetition but not fully to tone or emotional state.
X3 Partially Met Overall experience conf 85%
Customer repeated resets and browser attempts, but agent guided them through necessary steps; could not reduce effort further due to lack of remote access, but avoided unnecessary repetition of known facts.
Call Transcript34 turns · 41 lines
Speaker 2
[silence] Welcome to Lynxess support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Lynxes. My name is Vin. How may I help you today? You're currently having some static IP issues. Uh-huh. [silence]
00:00
Speaker 1
Your advisors gave me 192.168.1.1. That didn't work either. And then I spoke to my ISP again and they gave me another number which was 62.31.6.7.38. And that did appear to work. But, having put that in, and well the app accepted that, and then it said it was going to reboot the LINCSY. Well since then, after manually rebooting a couple of times I've got, on my phone, it shows Wi-Fi, but there is no uh Wi-Fi signal, um and I've got a red light on my uh motherboard. Okay, well that makes sense. Yeah. Um yeah or I
01:00
Speaker 2
All right. In terms of changing static IP addresses, it must be performed on the web interface for a clarity and much more better results to have it can either be done on a laptop or a computer.
01:00
Speaker 1
I mean, I've got an iPad right here, plugged in. Can we do it on that or not? Okay. Okay. Well, how though? Yeah, no, I can do that. But how, since I have no internet connection, how can I even do that? Right, okay. Talk me through it. First of all, right. So the button, okay. Press the reset button. How long do I need to hold that? Yes, you are. [silence]
02:00
Speaker 2
You can try it on an iPad, however, we cannot guarantee its result, since it's not. It's a different web interface. As much as possible, it must be on a laptop or computer. You need to factory reset your Linksys router one more time. Once it's in a ready to setup mode, the 192.168.1.1 is the default basic IP address that you need to search in order for you to log into the web interface. Once you're now in the web interface, you can then put into. You just need to hold the reset button until the light goes out. Am I speaking with Franz Bar?
02:00
Speaker 1
Okay, well, I'll do that. Um, go ahead. Okay, lights out. I've let go of it, lights come, flashed and then it's flashing. Uh, did I not hold it down long enough or should I do it again? Okay, well, I've got a red light on there now. Should I see any lights or not? Yeah, let's just reset it again, because I'm not sure whether in a proper reset.
03:00
Speaker 2
All right. You let go. Once the light goes out, you don't touch it, you don't do anything. You wait for it. Once the light goes out, the light should ultimately turn back to solid blue and should start flashing blue.
03:00
Speaker 1
I've got... Okay. I'm not sure about this reset. I mean, it's, okay, now it's gone to white. And flashing white now. Flashing white still. Okay, so that means it's reset, so to speak. Now it's gone to yellow. That's something probably, that's good, isn't it? I know. I have two, the mother and the child. Okay, it's on red now. It's always red. I did that. Okay. Right. Well, we didn't do that. Well, I didn't do that.
04:00
Speaker 2
Okay, so I would like a question for the 11th organizer. that is a good slide so let's also learn more about this with the example how many linked devices do you have in total you hold down the reset button until the light goes out and then keep on holding it until you see a solid blue light.
04:00
Speaker 1
Can i do it with you? Sorry. Okay. Okay, to hold it down until I get a solid blue, did you say? Okay. Okay, I got solid blue now. Can I let go of it now? Okay. Right, so now I'll go upstairs to my, and now, having let go, yes, now it's flashing, is it? Okay. So now I'll go upstairs to my laptop. And, uh, I did wonder, actually, when I was on support, because saying, oh go to the bottom of the page, and it's like, if you do it through the app, it's from the top of the page. Uh, [silence] I do wonder, lift up, is this thing to go? Say it. Uh, what's- how long do you have to hold it for? That was... for the same message. that's fine we'll get there in the end I mean it was all cool that's why you probably seen the notes when I got this particular Linksys system previously I'd had it running on a static IP the previous Linksys and then the information I needed you you know you said I'll get in and try and get in touch with ISP and the person I spoke to um is politely saying he was confused that's what rep said today or their technician said today I think it was an idiot he said oh you gotta have two static IPs and that'll be an extra charge it's like well I haven't had this before anyhow so they gave me some information but also I'm not sure the information seems mainly good but not totally good so so I got they gave me most of the tips out there IPV4 is correct The subnet mask is correct. And then he gave me two DNSs, uh, a primary and a secondary. Well, I think it's only the primary that's new. And then he didn't give me a default gateway. So I wanted to, um, phone the ISP and they gave me, um, a default gateway of 192.168.0.1. That doesn't work. So then, your support gave us, uh, 192.168.1.1. And that too didn't work. So then I wanted to phone up my ISP and they gave me a different one which was 62.314.78.3. Got got, yeah, go in between each grouping. Um, and then press, um, save or whatever on the app. And it was happy. And then the, the link was started booting. But since then, it's just been, although it shows on my devices, I've got connections to Wi-Fi, yeah, the app says I have no internet. So. There we are, so okay, I'm opening up my browser. So what what numbers do I need to put in the browser? 1 9 8 1 9 2, I don't have. I can't because that's not connecting. I have wireless. Right. Um okay. Uh, I'll have to bring my laptop upstairs then. Hang on. Bear with me. Just one minute. I'm determined to get this sorted, because it's been and they go. [silence]
05:00
Speaker 2
Connect to your WiFi first. Connect to the parent nodes. WiFi. No, we do not need any internet connection. You just need to connect to the wi-fi name of your Linksys router. Look underneath the parent node. There's a wi-fi name underneath it. The password is also attached there. Your device must be close to the parent node in order for you to troubleshoot properly.
08:00
Speaker 1
since I've had this new, um, well, it's not that new, but say, three months since I've had this, and because of the ISP support, they got it all wrong, um, with, with, with the chap, I, you know, I've had, poor, stability, with, it, it running on, a, a dynamic, address, instead of, a, a static one, so, yeah, it's been, it's been playing havoc with my, my smart, smart devices, so, uh, okay. I'm back downstairs. Um, just give me a moment. uh, right. set. So, okay. So I'm looking at the setup. So if I go in settings on my computer, presumably, uh, network. No, not network. Wi-Fi. Okay. Okay, got that. Yeah, it's showing me it's connected to that. got a tick by it, so presumably I'm connected on that at the moment. So now... uh... velop setup um... AD one. So that's... um... it is... um... MBE 7000. Yeah. Okay, just... just one moment. dot info yeah yeah okay. And on that search thing, it's coming up with that or Lindsay Smart Wi-Fi.
09:00
Speaker 2
What's the Wi-Fi name that you're currently connected to? What's the model of your Linksys device? alright open a browser put in myrouter.info yes. Yes.
10:00
Speaker 1
I like that. What's the address you gave me? Yeah. OK. Trying to reach Linksys now. Your current device is not connected to your root's network. Your VPN is enabled to your... I don't know. That's why I said try. It's not... It's offering... No. Um... It's is uh... [silence] Wi-Fi. [silence] Then is uh lowercase dash develop as in capital V. And then setup um uh alpha um delta one. Um so let's try that again. Let's check. It's on that. I think it was.
11:00
Speaker 2
Do you have a VPN connection? What's the SSID underneath your Linksys MBE-7000. On your address bar you search e router
11:00
Speaker 1
Yeah, I've done that and it's coming up trying to reach Linksys now. If you're administering Linksys now base Wi-Fi 7 Router and reach this page, it may be due to one of these reasons. Your current device is not connected to the Ratio network. Your VPN is enabled. Well, it's not. You're using a custom DNS provider. So if I go back on that search, let's do it again because there was another thing that came up. So what was it, myrouter.info you put, yeah? Myrouter. Okay. Well, actually, got it. Yeah. Yeah, it just comes up with this Linksys thing that's saying you're not, if you're trying to administer a Link screen now, and reaches this page, may be due to one of these two reasons. Your current device is not connected to your Router's network. DN is enabled. I don't have a VPN running. You're using a custom DNS provider. Yeah, that sounds better. So, 192.168.And what's the rest of it? Okay. That's good. This connection is not private. Well, that's fine. I think, or is it Safari perhaps stopping me from using that? Uh, no, going back to Google. I've just done that. So, I'll try again. That is one nine two one six eight.
12:00
Speaker 2
192.168.1.1. [silence] skip that one.
13:00
Speaker 1
It's one dot one, yeah? Uh... I'll just try it that way. Okay, access right. So I've got better choices here, I've got uh what's my ip.com? Access your router admin page. Should I go on that one? Right. Oh is it helping? No that's a load of blah blah. Okay, I'll go back. Let's try... Okay. Maybe that that one. Ah, maybe. [ silence ]
14:00
Speaker 2
Getting a privacy error is completely normal. You need to bypass it by finding an option that says show more, advanced or continue.
15:00
Speaker 1
Ah, visit this website, are you sure? Yes. Visit website, okay. Okay. Finally, we're landing on the, the correct part. Yeah, this router has been factory reset. All settings have been restored to factory defaults. So I, I can click on that. Okay. Personalize your wifi name and password. Um, yeah, I mean, I, I always call it applemet. And then the password, it's what I use. Is that the password that, okay. That, that, okay, perfect. I will do that.
16:00
Speaker 2
Find the option that says reset password. Yes. Go ahead. Yes, just put in the Wi-Fi name you want and the password you want for the Wi-Fi.
16:00
Speaker 1
Uh, let's check, okay, next, turn on guest, no, do we need that do I don't need that. To create a separate Wi-Fi network. No, I don't need that. Next. Name, yeah, that's all right, I'm happy with that. So it's saving changes. I I I guess it's rebooting. testing the developer, is it? [silence] And then once that's rebooted, we should be able to set it up [inaudible] on [inaudible] static, should we? Cool. [silence] I'm sure years ago, that we've told that you can't do it, but I'm sure you used to be able to screen share, maybe it was a few years back, but it used to make things a lot easier, but for security reasons, you're not allowed anymore. [silence] Which means you have to have a tremendous amount of patience because it's much harder to do something blindfolded with someone else doing it. Okay. So, next, it says, reconnect your laptop to your Wi-Fi to continue the setup. So next, yeah? Saving changes, saved. [silence] Okay, confirm. Here, refresh. [silence] Confirm all nodes are it's only showing the main node. It's not showing the child node. Don't need to refresh it. Okay. Yep, that's fine. Um, so, oh, I see, under there, it does show next, but we'll just, so I'll just click on that one. Do I click on that or just confirm all nodes are here? Refresh. Yeah, at this point. Okay. Connect is ready. Okay, finished. To configure, advanced settings, bypass at the info on desktop computer. Okay, so use that. Right. So, let's do it as a separate page just in case. So, my bwith.eloops. info. Yeah.
17:00
Speaker 2
that's normal. you just need to manually reconnect that one later. for now, focus on the parent node. just continue to the next one. [silence]
19:00
Speaker 1
I've still got it up all right, I have one, no it is, yeah, but I'm told, I mean, the business, I mean, the ISP said and I understood that from when I first moved from Virgin Media to Virgin Media Business.
20:00
Speaker 2
What's the light in your Linksys router. All right. Sir, I do have to set expectations. You cannot set it into static IP address not unless your ISP needs to change their internet line. No, one. Once again, right now your router is functioning as an automatic DHCP mode. If it is a static static internet line, before everything else, it should have asked you to put in specific static information, but it didn't. So you're currently running on an automatic DHCP mode. To properly change it. Uh huh.
20:00
Speaker 1
you is a static IP. So you're saying at the moment it's not set as a static one. So I need to get I need to get back onto their support and then get them to set it. So it's on my router modem because I'm using their router as a modem essentially. Yeah. Okay. Well, well, they they claim I have I have that. So I need to get back to them, which I can do that that their support's 24/7 and ask them to switch it over as a static. Yeah.
21:00
Speaker 2
No, once again, your router is functioning as an automatic DHCP configuration from the internet line. If you want it to be on a static IP internet line, your ISP must change it first as a static settings only, before you can proceed into a static IP configuration. Yes, they need to switch it to static so that you can do as a static IP. If not, you have to recover from using an automated DHCP. configuration.
21:00
Speaker 1
Okay. Yeah, I mean, I'm on the, yeah, enjoy your Wi-Fi. I can add nodes, that's one thing. Or, I did put in myreator, and that came up with a blank one, trying to reach lynksy now, and then that's, so that means. Yeah, on the lynksy's welcome, I'm getting enjoy your Wi-Fi. It's a blank page, basically. The computer, the advanced settings, it goes, wi-fi, yeah, myreator. And when I put that one, currently, it just comes up with, I'll read it back to you. It just comes up, it's basically a blank page where it says lynksy's, trying to reach lynksy now, and blah blah blah, you know. It says, as it says, your current device is not connected to the lynksy network. If you are trying to administer lynksy now, what [silence]
22:00
Speaker 2
Your device can function with static only. In order for you you to change it to static as well, are you in the web interface right now in the Linksys router? Mm. You're still getting the white page is that correct? All right. [silence]
22:00
Speaker 1
Your Wi-Fi is not working due to one of these reasons. Your current device is not connected to the router's network. Your VPN is enabled. You're using a custom DNS provider. [silence] Bear with me a second, I just need to find a pen, so I've got the right things to ask. Uh right, sorry, so so I need, you're using custom DNS provider on my, uh, Wi-Fi. Sorry, bye. [silence]
23:00
Speaker 2
All right. One of the reasons as to why you cannot log in currently is because you have a custom DNS coming from your ISP. So you need to also reconfirm them if there's any changes that's been done or to clarify if there's a custom DNS currently working on their Internet that they provided. All right. On your ISP please ask and clarify them. Please ask and clarify from them [silence]
23:00
Speaker 1
Okay. Right, sorry. Provider. Okay. I might have to get back to you after I've spoken to them, but we have time, I have time. Okay. No, I haven't. Okay, give me the number. Yeah. Yeah. 0036699. Okay. Thank you. And hope I can get it solve with it.
24:00
Speaker 2
If they have a... From what the message currently is on that white page that you have. If there's a DNS server. A custom DNS server. Currently in play. [silence] No worries there. If you still have time after calling them, immediately call us back. We've already created a record for you. All you have to do is just provide us this ticket number. Have you been provided with a ticket number already? The ticket number is L like Lima, T like Tango, S like Sierra, 20123669. All right. Thank you so much for calling Linksys.
24:00
Speaker 1
whole point is, previously on my previous links, it was set up as a static, it was perfect, really stable, but it's been unstable this ever since I've had it and it's like, I feel like I've regressed on the hardware. Okay, but I think we'll get it sorted today. So thank you and I'll call us now and get my ISP.
25:00