V2 Rubric Detail — 4c697ac8-6121-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-05 20:58
Duration
10m 49s
Contact
Todd
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00132479
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup of the router

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall24.8% (-19.2)

V2 Grader Summary

The agent correctly noted the discontinuation of remote access and the need for local web UI setup, but failed to guide the customer through any actionable steps, ask diagnostic questions, or take ownership. The interaction lacked structure, empathy, and resolution, leaving the customer more confused and planning to return the device.

V1 Case Analysis

Customer with used MR7340 unable to set up via app; agent suggested local web UI but provided no concrete steps or troubleshooting; call ended without resolution.

Troubleshooting Steps
  • Asked for model and serial number
  • Suggested using the local web interface instead of the app
  • Mentioned power cycling modem and router as a troubleshooting step
Key Observations
  • Agent incorrectly stated that Linksys Smart Wi-Fi remote access is discontinued (contradicts KB for MR7340).
  • Agent did not guide the customer through basic setup steps: connect to router Wi-Fi, access http://192.168.1.1, check WAN port status, or verify Ethernet connection.
  • Agent did not confirm router LED status or modem connectivity.
  • Agent repeated vague alternatives (web UI vs app) without taking control of troubleshooting.
  • Customer expressed frustration and confusion multiple times without acknowledgment from the agent.
Positive Highlights
  • Correctly identified the need to use local web UI as an alternative when app setup fails.
  • Mentioned power cycling modem and router as a troubleshooting step.
  • Correctly explained that some routers require MAC address cloning to work with certain ISPs like Spectrum.
Agent Errors / Gaps
  • Did not collect customer name or open a case despite initiating warranty validation.
  • Provided inaccurate information: claimed Linksys Smart Wi-Fi remote access is discontinued, which is false for MR7340 (KB confirms cloud management is supported).
  • Failed to provide concrete, model-specific setup steps (e.g., power-cycle, check WAN port, reset, access local UI).
  • Did not confirm outcome or set a clear next step or escalation path.
  • Allowed the call to end without operational closure, leaving the customer confused and considering returning the product.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the setup issue; customer ended call without completing setup and stated intent to return the router.
R2 Not Met Diagnostic thoroughness conf 97%
Agent provided no diagnostic steps (e.g., checking WAN light, IP assignment, or physical connections) and did not guide customer through web UI access.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified that local web interface is the proper path due to discontinued remote access, but failed to execute the troubleshooting or confirm router status.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No structured diagnostic process; agent did not identify specific symptoms (e.g., LED pattern, connection type) or ask targeted questions to isolate cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use KB, remote tools, or visual aids despite customer struggling with app setup—missed opportunity to share http://192.168.1.1 or myrouter.local.
T3 Met No misinformation conf 99%
Agent accurately stated that Linksys Smart Wi-Fi remote access is discontinued and local browser access is required—consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic flow but failed to set expectations, clarify next steps, or regain control when customer expressed confusion and frustration.
C2 Partially Met Confirmed understanding conf 89%
Agent used understandable language but did not adapt to customer’s clear confusion or verify comprehension after explaining local access.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership—no offer to guide setup, no follow-up commitment, and allowed call to end with unresolved issue.
O2 Not Met Proactive follow-through conf 96%
No next steps provided; customer was left to 'do some research' with no actionable plan or timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue was within L1 scope.
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 90%
Agent said 'I understand' but showed minimal empathy; did not acknowledge customer’s frustration with setup complexity or comparison to other brands.
X2 Partially Met Tone & rapport conf 88%
Agent continued with repetitive explanations despite customer’s disengagement and confusion, failing to adjust pace or simplify.
X3 Not Met Overall experience conf 95%
Customer was forced to do their own research instead of being guided through the web UI setup, increasing effort unnecessarily.
Call Transcript22 turns · 22 lines
Speaker 1
Okay. Okay. Yeah, I bought a used router, and I plugged it in. And I'm trying to set it up. And I'm having some trouble with the app. The app's just telling me it looks like I'm not using the internet port. And everything looks good on the router. It's just the app.
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 dot linksys dot com. Please have your device serial number ready. For assistance, press 1 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. [silence] Thank you for calling Linksys. This is Fi, how can I help you?
00:00
Speaker 1
It's not working. I'm just setting up a new. Yeah. MR 7340. Uh, where can I find that? Okay, one second. serial number 35 M 10, M 26, F 02, 561. Yeah. Yeah.
01:00
Speaker 2
okay can i have first the model number mr7340 and this serial number sir it's underneath the router itself okay so that's three five emma the mary 10 emma the mary 26 a for apple 02561 correct you mentioned that you just [silence]
01:00
Speaker 1
uh, Amazon. yeah. oh, it's, I bought it, I bought it used, so it's on Amazon, I bought it, it's, they were selling it used. yeah, I bought it on Amazon. okay, I, I mean, do I, I just really want the router to work. um,
02:00
Speaker 2
Just purchase this device from where? From Amazon. You still have the receipt right? Yes because we may need to have the receipt, sir, in order for us to validate the warranty of your Linksys device. So let me create a record. Can I have your name? Um, okay. But uh do you have any proof of purchase? From. Yeah, okay. Yes, that will do. So, let me create a record. So, can I have your name?
02:00
Speaker 1
Just was calling for help. you whole the app. I'd I I really don't want to go and sign up for a bunch of stuff is want to figure out how to get the router app to work. So, it it seems like it might be the app and not the router. Not the app. I I can't use the app.
03:00
Speaker 2
Yes, I understand. Yes, sir, we need to create a record for documentation purposes. So, can I have your name, please? [silence] Yes, um, in order for us to set up the router, we need to manually set up the router. We will be using your, we will be using a browser, the user interface, okay? So, um... Well, actually, um, there is... We can still use the app, but we can't access the router locally. Okay, because the Linksys smart Wi-Fi remote access website is discontinued. So, we'll... We can still make use of.
03:00
Speaker 1
I'm confused. I I just uh. using the web interface the web interface. but I can't use the app app. huh. sorry, I'm getting another call. it's just I I was just doing what I've done. I mean, is this new? Like other companies just basically I plug in the router and then I'm I have Spectrum internet, and I downloaded the app for TP-Link, and then it was all working with the app and I this just seems like a lot of extra work. I can't just plug in I can't just download the app and have it work.
04:00
Speaker 2
of the app but we uh there's an option there local access for the router but we'll be using the the web interface to access the router settings and manually set it up uh yes sir we can still use the app but we need to access it locally is there an option um to access locally uh if we can
04:00
Speaker 1
What does that mean? What does that mean? The remote access. I don't but I I'm I'm wondering if I should get just return this because like each time let's say my internet goes down each time I've just got to call you to to make sure my router is locally.
05:00
Speaker 2
Yes, I've mentioned earlier, sir, okay, there were updates and the links of Linksys Smart Wi-Fi remote access website is discontinued. So you can still make, the links to Linksys Smart Wi-Fi, yeah, the remote access website. So we can no longer access the router settings remotely, but you can still exact it locally, all right? So with the use of the app, the links to Linksys Smart Wi-Fi app, we can run the the the setup through the app, but we can only do it locally, right? Not remotely. Okay. Um, do uh,
05:00
Speaker 1
[silence] I currently go to TP Link, uh, I go in the app and I just, if it's offline, I unplug it, or I go in there, like, it feels like I got to call you each time. [silence] Okay. Hmm. Okay. This is seeming to be, uh, uh, let's see, uh, what I was saying. You're, basically blinking blinking. Okay. You know, I think I might just go with a different brand and get it returned, cuz like, um, it's saying it's ready to set up and you're saying,
06:00
Speaker 2
no if there's a problem with the Linksys router sir, we need to verify the settings of course. If what if the the modem is not working then of course the Linksys router will not work. So sometimes you need to to do a power cycle on the modem and the router to make it work again.
06:00
Speaker 1
you're saying I need to go to some local site or something, that sounds sketchy. but when I plug it in my other routers I bought yeah go ahead webbe interface okay Web interface interesting okay, I mean I went to my computer, and I underneath the thing, and saw the link my Wi-Fi show up, and then I selected the password, and then it just said disconnected or say connected no internet. [silence] So you're saying
07:00
Speaker 2
It's another way for us to set up a wireless router. There are two ways. You can use the, Yeah, if it's not going to work with the Linksys app, then we will try the, the other way, which is the user interface, the web interface. So that's why we'll be using the browser. Yes. [silence]
07:00
Speaker 1
I need now to go to a website. hmm. Okay. I just thought it would be easy. Okay. I'm going to think this through. Yeah. they're not plug and play. But then I can't use the app so then I have to call you. okay. Okay. Um. That's. All right. I will, um, I will, uh, [silence]
08:00
Speaker 2
Yes, because the the Linksys router is not communicating yet with your modem with the Spectrum box. So, there's a need for you to set it up manually. Some uh some routers needed to uh clone its MAC address in order for it to communicate with the modem. does routers are not just plug and play. Yes. Yeah, um we can still you make use of the app, but if the app doesn't work, you need to use the other way, which is the web interface.
08:00
Speaker 1
Gonna think this over. I might not use this router. I might go back to my other router. Um, I'll, I'll do some thinking and I'll do some research cuz I'm not quite understanding. I just thought I I mean, you're telling me stuff and I'm saying it back to you. I just I have the app. It's plugged in the computer, no internet. You're saying it's the modem and the modem's connected to the router, router's blinking and you're saying the only option is to call you and have you, um, register and set it up or something and that just seems confusing. But did, do I have that all correct? Like, am I, am I still missing stuff?
09:00
Speaker 2
Well, the problem here is maybe your router is not configured properly. That's why you don't have internet, okay? You you can set up the router using the Linksys app, but but sometimes the app won't work, okay? With with just the use of the app, it's not gonna it's not gonna cause any problems, okay? Again, we suggest to you to use a computer or laptop, that's gonna be easier and or at least utilize a phone that has no problem in connecting to the internet, okay? But don't use again the phone that doesn't have internet because that'll maybe cause problems again to us, okay? And she's what we have so far. So you want to feel, you want to also tell us what happens after I asked you to connect to the interface?
09:00
Speaker 1
Huh. OK. OK. OK. OK. I- I'm going to do some research. This is uh harder than I thought. [silence]
10:00
Speaker 2
to like detect some of the in your modem settings or something like that. So that's why we we will try a different way, which is the advanced configuration. That would be the web interface of the your Linksys routers. And that's still the same with other brander. Yeah, what I'm telling you. So, yeah, if it's not going to work with the Linksys app, then we will try another way, which is the web interface. Okay, well not a problem. So you can always visit our site support.linkssys.com. So this is Epi again from Linksys. Thank you for calling. You do have a great day. Take care, sir.
10:00