V2 Rubric Detail — 4c15f5a8-6539-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 02:00
Duration
11m 0s
Contact
Tram Ford
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00133058
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Technical Inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided the core request to register the device and provided unrelated information instead of addressing the issue.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp2.50/5
Overall0.0% (-28.0)

V2 Grader Summary

The customer explicitly sought help registering their EA6100 router for app functionality. The agent collected device details and confirmed account visibility but failed to guide the customer through the registration process or verify completion. Instead, the agent pivoted to explaining discontinued remote access, offering no actionable resolution. This constitutes unresolved support and avoidance of the primary request.

V1 Case Analysis

Customer (Tram Ford) called to register EA6100 router (serial 26R10060B803292) for app access. Agent provided incorrect registration URL (register.linxis.com), irrelevant firewall instructions, and did not confirm registration or app functionality. Issue unresolved.

Troubleshooting Steps
  • Collected serial number, model number (corrected from AC1200 to EA6100), customer name, and email.
  • Incorrectly cited registration URL as 'register.linxis.com'.
  • Explained that remote access via Linksys Smart Wi-Fi site is discontinued.
  • Provided correct local access URLs (myrouter.local and 192.168.1.1).
  • Provided irrelevant firewall configuration instructions unrelated to registration.
Key Observations
  • Agent incorrectly stated the registration URL as 'register.linxis.com' instead of 'register.linksys.com'.
  • Agent provided irrelevant firewall instructions that do not assist with registration.
  • Agent did not guide the customer through the registration process or confirm app access.
  • Call ended without verifying whether the router was registered or the app was functional.
Positive Highlights
  • Collected essential customer information (name, email, serial, model).
  • Correctly informed the customer that remote access via Linksys Smart Wi-Fi is discontinued.
  • Provided correct local access URLs (myrouter.local and 192.168.1.1).
Agent Errors / Gaps
  • Incorrect registration URL (register.linxis.com) — a critical accuracy failure that misdirects the customer.
  • Provided irrelevant firewall configuration steps unrelated to the customer's issue.
  • Failed to guide the customer through the actual registration process or confirm app functionality.
  • Did not verify whether the router was successfully registered or accessible via the app, leaving the issue unresolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer wanted to register the router for app use; agent never completed registration or confirmed it was done.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only collected serial/model and gave generic remote-access info; no troubleshooting steps toward registration were performed.
R3 Not Met Correct resolution path conf 96%
The appropriate path was to guide the customer through the register.linksys.com process; agent instead explained discontinued remote access.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent asked for serial number and model number, but did not probe the specific error the customer was seeing or identify the root cause of the registration failure.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., registration portal lookup, account verification) were used even though they were necessary to verify the registration status.
T3 Met No misinformation conf 98%
All technical statements about remote-access discontinuation and local access URLs (myrouter.local, 192.168.1.1) were correct and consistent with KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent kept the call moving but did not set clear expectations or a concise plan for registration; the interaction drifted to unrelated topics.
C2 Met Confirmed understanding conf 96%
Agent used plain language, explained what “locally” means, and repeated the URLs in a way the customer could understand.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of completing the registration; after providing generic info, the call ended without a resolution.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps or timeline for registration were given; only generic instructions to access the router locally.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a simple registration request.
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 88%
Agent remained polite but offered no empathy for the customer's frustration about registration difficulties.
X2 Met Tone & rapport conf 93%
Agent matched the customer's pace, repeated information when asked, and used simple explanations.
X3 Not Met Overall experience conf 94%
Customer was asked to repeat serial/model information and was left to navigate registration on their own, creating unnecessary effort.
Call Transcript20 turns · 21 lines
Speaker 1
I'm trying to register my (silence) device, but it it it's giving me a problem.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For In warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For Out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For Out of warranty product, paid support option may be available, depending on the issue.
00:00
Speaker 1
Yeah, who's. I'm just trying to register it. Um, I'm just trying to, I'm, I'm trying to see if I can register it over the phone because I'm having a, I'm having technical difficulties. Um, I don't know. That's why I'm saying just getting it. I, I don't, I don't know, the correct way to do it. That's why I'm trying to, that's why I'm trying to contact a technician and guide me through it. Okay, the serial number is 26R10060B803292.
01:00
Speaker 2
Are you able to go online? It's just that you wanted to register it or where did you register it? Is it under register.linxis.com or anything like that. Okay. Where did you go to register the product? Is it under register.linxis.com [silence] Okay, so can you have first the model number and the serial number of your links device, just try to look underneath it.
01:00
Speaker 1
yes ma'am [silence]. the model number is uh AC1200, AC1200. Is that what it is? AC1200. dual band smart Wi-Fi router. [silence]
02:00
Speaker 2
That is again 2-6R for Robert 1-0-6-0 B like boy 803292. Okay, let me just check this serial number. And did you see any model number sir on the device? AC 1200.
02:00
Speaker 1
Oh, EA6100BB. Yes. Trade Ford, T R A M, F-O-R-D, T-R-A-M, F-O-R-D. Oh, that's, that's, that's my uh my last and my first. F-O-R-D.
03:00
Speaker 2
Okay, do you see any model number at the front? Like uh it starts with EA or E something, you like Echo? Okay EA 6100 right? [silence] Okay. [silence] All right, let me just create a record. Sir, can I have your name? Okay. [silence] Is that your last name or your first name? Oh, I see. So, Tram Ford and your email address, sir? [silence]
03:00
Speaker 1
T-W-A-N. 0 5 1 4 at gmail.com. Uhm, T-Mobile. Why do I need to register the product? Cause I'm trying to use the app. Yes, yes, I'm trying to use the app. That's why I'm trying to register the product cause I'm trying to use the app.
04:00
Speaker 2
Okay, so that is C4 Tom W-A-N like Nancy F-O-R-D-0-514@gmail.com. And who is your internet provider? Okay, if you don't mind me asking sir, why do you need to register the product? Yes, is it is this brand new? Oh, okay. All right. Sir, let me just inform you that uh use you still can use the app but you can only access the the
04:00
Speaker 1
Okay. Okay. Okay. Do you see. Do you. Do you you see that my on router is up on your end?
05:00
Speaker 2
the router interface locally, okay? Not by the use of the username and password. The Linksys Smart WiFi remote access website has been discontinued. Okay? However, your router and internet connection will still continue to work normally. You can still manage your router locally by accessing my router.local or the router IP address. So on the app, on the Linksys app, you have the option there, local access. Okay? You can use that option. Because Uh, let me just check it, sir, if the, uh, if you've succeeded.
05:00
Speaker 1
I'm just looking for a confirmation that my router is there. Okay. On this one, I don't understand what locally means. Could you explain it to me?
06:00
Speaker 2
successfully created an account because as I've mentioned earlier that, linksee smart Wi Fi website is no longer available, okay? It has been discontinued. Yes, it says there. I'm using the email address, the Ford 0 5 1 4 at gmail.com. It says that your account is active, okay? Yes. So we're able to see it from here. Okay? It's just so happen that you cannot remotely access your router anymore, sir, because the remote access feature of the router has been discontinued. So you can still access the router settings locally.
06:00
Speaker 1
OK. OK, would I have to pay an extra fee to do that? Yes. OK. OK. [silence]
07:00
Speaker 2
Well. Locally means you can access your router settings at home. So if you're outside the network, you won't be able to do that. Like, you wanted to do a remote access? No, sir. No, sir. Because, again, that has been discontinued. So, you can still access your router settings with the use of the app. There's an option there, local access on the app. Okay, it will ask for the router password. You just need to enter the router password to be able to access the router settings. Other option, other way to access it is by the use of the web interface. So if you have a computer, you're gonna go to the web browser. First, you're gonna select a security tab. More likely, you need to go to the firewall settings. Then go to the rules. Once you go to the rules, then you can accept or allow on the firewall.
07:00
Speaker 1
Okay. Should I write that down? Um, we're okay, what is that again? Yeah, we'll 192 what? So 192.
08:00
Speaker 2
or a wireless device that is connected to your network, you can use Google Chrome or Microsoft Edge and go to http://myrouter.local or the IP address of the router, which is 192.168.1.1. That's the default IP address. Yeah, sure, no problem. Yes, the router IP, sir, is 192. Yeah, for you to access it locally, you can go to http://192.168.1.1. Yes, sir. So that's how you access your router settings. And, Mr. Four, do you happen to know the exact date of purchase of this device? Oh, like how many years? Hm, . Yeah. So, can you still recall like just an estimate how many years you had this device? It's all right.
08:00
Speaker 1
Okay. Okay. Okay. All right. Um, I guess, um, thank you for your help and, um, I'm just, I was just trying to verify that I was all set up on on you, on your guys' end because, um, like I said, I don't like a, um, stagnant internet connection so I was just trying to make sure everything was, um, um, running, um, uh, Yes, Ma'am, that's it. Okay. All right. All right. Thank you. All right. Um, all right.
10:00
Speaker 2
okay, all right, so yeah, that's just how you access the router settings here. So for more information, you may always visit our site support linksys.com. [silence] [silence] [silence] everything is configured correctly? Yes, that's just how you do it, sir. Okay, thank you so much for your time, Mr. [silence] board. This is Epi from linksys. Thank you for calling. Have a great night. Take care, sir. [silence]
10:00