V2 Rubric Detail — 489372f2-8212-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 19:04
Duration
26m 16s
Contact
508-885-2708
Issue Type
Access Point Mode
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#TE00137691
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot access UI/IP Address concern
⚠ 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

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

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
Escalation1.00/5
Customer Exp0.00/5
Overall37.6% (-2.4)

V2 Grader Summary

The agent escalated appropriately after limited troubleshooting but skipped critical diagnostics (Ethernet, DHCP, LED checks), leading to premature escalation for a standalone LAPAC1750. Communication lacked empathy and adaptation to the customer's confusion, and customer effort was increased through repetition. While technical instructions were accurate and escalation logistics were clear, the failure to complete basic L1 troubleshooting and poor customer experience metrics drove most indicators to Not Met or Partially Met status.

V1 Case Analysis

Customer unable to access admin UI of LAP1750 AP after factory reset; agent suggested default IP 192.168.1.252 but omitted Ethernet connection and static IP configuration; escalated to lab with callback scheduled.

Troubleshooting Steps
  • Suggested default fallback IP 192.168.1.252 for LAP series APs.
  • Guided customer to check Windows 11 network status and locate IP address.
  • Noted that web UI access is disabled over Wi-Fi by default on LAP series APs.
Key Observations
  • Agent correctly identified the model as a standalone LAP1750 AP and referenced the default IP 192.168.1.252 per KB.
  • Agent failed to instruct the customer to connect via Ethernet, which is required for initial access to standalone APs after reset (KB requirement).
  • Agent did not guide the customer to manually configure a static IP address (e.g., 192.168.1.100) on the same subnet as the AP's default IP (192.168.1.252).
  • Long periods of silence and inefficient troubleshooting flow reduced call effectiveness.
Positive Highlights
  • Correctly collected and confirmed the model number (LAP1750) and serial number (14H10S0C700593).
  • Accurately referenced the default fallback IP address 192.168.1.252 as specified in the KB for standalone LAP series APs.
  • Properly escalated the case to the lab for specialized support and confirmed a callback number/timeframe.
Agent Errors / Gaps
  • Did not instruct the customer to connect the computer directly to the AP via Ethernet, a critical step for accessing the web interface after reset (KB requirement).
  • Failed to guide the customer to manually configure a static IP address on the same subnet as the AP's default IP.
  • Provided vague explanation about Wi-Fi access being disabled without offering actionable steps to resolve the connectivity issue.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent escalated to lab and scheduled callback (1-3 hours), but did not resolve the customer's inability to access the admin interface after factory reset.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped essential diagnostics: did not ask about Ethernet connection status, LED behavior, or DHCP client list check; relied on IP access attempt without verifying physical connectivity or network assignment.
R3 Not Met Correct resolution path conf 90%
Escalation occurred without completing L1 troubleshooting for a standalone LAPAC1750 (locally manageable per KB); warranty/status was not verified, and full on-device diagnostics were omitted.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No root cause established; agent did not ask about physical setup (wired/wireless), LED state, or DHCP assignment — critical for AP access issues. Jumped to IP access without confirming basic connectivity.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use the primary router's DHCP client list to locate the AP's assigned IP after reset, which is standard procedure per lgs_lapac_access_points.md for standalone AP recovery.
T3 Met No misinformation conf 95%
Instructions to use 192.168.1.252 and check IP settings align with LAPAC documentation; no technically inaccurate information provided (e.g., correct default IP for standalone model).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent introduced themselves and collected information but lost control during long silences and failed to set clear expectations about escalation timing or process.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms ('default gateway') without confirming understanding; customer struggled with basic UI elements, indicating a mismatch in communication level and lack of adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent gathered model/serial, attempted troubleshooting, and created a lab ticket with callback confirmation — demonstrated ownership through escalation and follow-through.
O2 Met Proactive follow-through conf 95%
Provided clear next step (callback within 1–3 hours) and confirmed callback number (508-852-708), meeting O2 requirements for realistic timelines and commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history indicated in transcript or assessments.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Escalation occurred without completing L1 troubleshooting expected for standalone APs (e.g., wired access, DHCP check); LAPAC1750 is locally managed and within scope for standard support.
E2 Partially Met Escalation prep & handoff conf 85%
Callback window and number were confirmed, but agent did not explain why escalation was needed, what the lab would do, or how it differed from current support level.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No acknowledgment of customer frustration despite repeated access failures and reset attempts; only generic 'thank you for waiting' used, missing empathy opportunity.
X2 Not Met Tone & rapport conf 90%
Agent maintained a rigid technical pace despite customer confusion (e.g., inability to locate Wi-Fi status); did not simplify language or adjust to customer's technical level.
X3 Not Met Overall experience conf 90%
Customer repeated model/serial and IP details multiple times; agent failed to consolidate information or streamline the process, increasing customer effort unnecessarily.
Call Transcript24 turns · 28 lines
Speaker 1
[silence] Hi, um, so I, um, had to reset my, uh, wireless access point and now I can't connect to it at all. I can't figure out what IP address it has. Uh, yep, one second. Let me just go grab it.
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. Thank you're for calling Linksys. My name is Jared, who can help? Okay. Can you give me the serial number and model number of that?
00:00
Speaker 1
okay, I'm ready for you. So, the serial number is 14 H10 s0c seven-00593 LAP AC-1750 ([silence] one GB PCIM-BRDM-PC
01:00
Speaker 2
and what's model? [silence] 175
01:00
Speaker 1
Kim Doherty, K-I-M-C at K-L-E-M-S-C-O-m-M-S-O-m-N-l-L
02:00
Speaker 2
What is your first name and last name, so I can create a record for you and what's your email address.
02:00
Speaker 1
Spectrum. Uh, eight. Um, yeah. So I, I was in it, um, and I was making changes, cuz I'm trying to have a secondary wi-fi that's completely separated. Um, so I was in there, and I was making changes. And then all of a sudden, it was like, access denied. Access denied. And it was [silence]
03:00
Speaker 2
Got it. And who's your ISP? Okay. How many access points do you have total? Give me one second. And you only need the IP address, right? Checking. They turn it off. Checking.
03:00
Speaker 1
won't let me in and then it wouldn't connect at all, so then I factory reset it and now I can't connect to anything. I mean I I can still connect to the internet 'cause now it's um I can connect to the um thing, but it just comes up um Linksys SMB24G is the network that I'm connected to for that access point, which is not my network. But I can't figure out how to get into the admin side. yeah. Without what? Uh, yeah, the model number is, is LAP. Hold on. LAP
04:00
Speaker 2
Hello, thank you so much for patiently waiting on the line. Uh, just to make sure, this is lap back one seven five zero, right? Without the C, correct? Without C at the end of the model number.
08:00
Speaker 1
one seven five zero. Yes. It just says can't be found. 191. 168. 192. 1252. Was I what? I am. Yes. I'm Yeah. And it just says, Hmm, can't reach this page.
09:00
Speaker 2
OK, OK, got it. Thank you so much for confirming. So, did you try to use 192.168.1.252? After that, what happened after that? Were you connected to the default Wi-Fi of that? Were you connected to the default Wi-Fi of your access point? Since you reset it. Oh, okay. That's weird. Are you using a computer to access it?
09:00
Speaker 1
I'm Windows 11. Um, it's like, you mean like the dash 255.255.255.0? Yep. Okay. Yep. All right. I'm there.
10:00
Speaker 2
What operating system? Windows 11. And did you check the default IP, I mean, the gateway of that, default gateway? No, I mean the, actually, you just that's just try. So since it's Windows 11, go to the the search bar beside the Windows icon, the four boxes together, the color blue. And then go to network connection, and go to since it's Wi-Fi, select Wi-Fi, right click Wi-Fi. And then select status.
10:00
Speaker 1
Wi-Fi doesn't give me a status. I do not see status anywhere. Yep, Network and internet. [silence] Uh, no, I have Wi-Fi, ethernet, VPN, mobile hotspot, airplane, proxy, dial-up, and advanced network settings. [silence] Nothing. I can click into it, but I can't right click it. [silence] Um, yeah, if I go into it, um, and then I click on like where it says the Linksys MSB 24G Properties, I can see, like, the SSID, um, protocol, security type, stuff.
11:00
Speaker 2
Okay, select network and internet. And look for network and sharing center. So if you right click Wi-Fi, what happens? [silence] Okay, if you click, so is it like information or details that you can see? [silence] Mm-hmm. Can you see the IP?
12:00
Speaker 1
Uh it says IP assignment manual IP V four address is 192.168.44.110. I can let me try. Uh, 192.168.44.253. I get the same thing. Hm can't reach this page.
13:00
Speaker 2
Can you see the IP address? What about the default gateway? IP before default gateway. Can you try that? Keep keep to try the the default gateway. really weird. Hmm, let me check something here.
13:00
Speaker 1
So I was trying to reconfigure it so that it wasn't just one Wi-F network. I could have one that only certain people could access and one that other people could access. And I was trying to have them isolated. I had them up and working, the two Wi-Fs. I had them up and working, but they weren't isolated. They were pointing me, both were pointing me to 192.168.44 instead of one pointing me to 444 and one pointing me to 144. [silence] Okay.
14:00
Speaker 2
Can I ask what changes have you made? OK. OK one second. Hello. I think so much for patiently waiting, on that I'm actually reviewing the
14:00
Speaker 1
A computer that it can be wired directly to, um, well, the access point only has one, one spot on it to plug into. Okay.
24:00
Speaker 2
try, I'll support up just to pack one seven five zero. Also, I'm trying to check if us, we can do this. It seems like fun checking by default, the Wi-Fi access, it you can connect though to the Wi-Fi. However, access the web setting of this through Wi-Fi, it's not possible. It's disabled by default. So what we're going to do is we're going to enable it, but we need to set IP. That is the IP setting of your computer that we can access the default setting of this access point. And also, we need a computer. It can be a window recorder. Do you have that? access point? Yes. Mm-hmm. Okay. I I guess we we can okay hold on let me check. All right thank you so much. Uh with that with that then I'm going on to since this is a S and B product and also access point. I'm going to go ahead and scale your ticket to the lab to support. Is this your best callback number? Let me confirm that's 508-852-708. Correct. Okay so I'm going to scale your ticket now to level the support and a callback is going to take 1-3 hours okay. They're currently engaged right,
24:00
Speaker 1
Yep that one that's perfect. I nope that's it. Thank you you too bye.
26:00
Speaker 2
right now, so they can't pull back. I appreciate your understanding with this. and you have anything to add? All right, thank you so much. have a good one. Take care. Bye.
26:00