V2 Rubric Detail — 4e10133c-6b30-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-18 16:11
Duration
38m 17s
Contact
Larry Bangart
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133922
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: separate bands
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided proper troubleshooting by pushing paid support for a standard, resolvable configuration issue. F — Non-Adherence to Callback Hours: Not applicable, but B is sufficient for auto-zero.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent achieved partial access to the router but relied on technically inaccurate information and improperly pushed paid support for a standard login issue. Critical failures include misrepresenting the default password, claiming non-existent 6 GHz support, and abandoning troubleshooting for a payment transaction, triggering an auto-zero under Avoidance/Evasion (B).

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Customer accessed the router UI and changed Wi-Fi band names, but the solution was based on incorrect technical information (router has three bands).
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped diagnostic steps like confirming the login URL, checking for recovery key use, or verifying browser issues before jumping to default password.
R3 Not Met Correct resolution path conf 95%
Agent pushed paid support for a standard configuration issue on an in-warranty device, which is not a valid resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No root cause analysis; agent assumed default password without asking about prior changes, recovery key, or browser-specific issues.
T2 Not Met Appropriate tools / resources used conf 90%
Failed to use device lookup (serial/model confirmed) or recommend recovery key reset — both appropriate tools for forgotten password.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated default admin password is 'admin' for MR7500 (should match WiFi password on label) and claimed it supports 6 GHz band (it does not).
Communication
C1 Not Met Clear & professional language conf 90%
Agent lost control by abruptly shifting to payment processing mid-troubleshooting, breaking call flow and focus.
C2 Not Met Confirmed understanding conf 85%
Used technical terms without checking understanding; did not adapt to customer’s repeated confusion about bands and login steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent transferred ownership to a paid transaction instead of resolving the login issue directly, despite having the tools to do so.
O2 Not Met Proactive follow-through conf 85%
No clear timeline or ownership of next steps; instructions were given without confirming completion or readiness.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy expressed; agent ignored customer frustration and proceeded transactionally through payment.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust pace or tone despite customer confusion; continued with scripted steps even when customer was lost.
X3 Not Met Overall experience conf 90%
Customer repeated serial number, password attempts, and payment details — avoidable repetition due to poor call management.
Call Transcript69 turns · 72 lines
Speaker 1
Well, I can't log into my
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, paid support may be available depending on your issue. To hear more about your service options, press 2. 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. We Thank you for calling Linksys. This is Chris. How can I help you?
00:00
Speaker 1
Linksys model, uh, 7, 7,550. Correct. I'm sorry, I couldn't understand what you said.
01:00
Speaker 2
I see. the model number of your router is MR 17500. so your router is working fine, so it's just that you cannot access uh is it the linksys up or the web UI? you're trying to access your router settings, is it through the app or to the browser? [silence]
01:00
Speaker 1
i tried it both ways right um it it says um it says like um um let me see um i can't go back to it now here we go it's i i put in my my email address and my and my um username i mean my uh my uh password and i press sign in and nothing happens that that's that's not on that's on the internet not on the on the um not on the uh
02:00
Speaker 2
you tried it both ways and you cannot log into it. Alright. What does it take? [silence] Mm-hmm.
02:00
Speaker 1
uh, links us, uh, on the uh, on the app. Yeah, that's the word. No, no. I I, they sent me a um, a uh, email and I went through the email trying to reset it. And uh, I put the email address in there and the uh, um, and the password and I pressed sign in and nothing happens. It clicks but, and I scroll down, nothing happens.
03:00
Speaker 2
hot. not on the links is up. yeah. so when you try to access it through the web browser, when you type in the email and password, it keeps loading. is that it or spining? Mm-hmm. Let's see. Can you provide me sir the serial number of your links as well. [silence]
03:00
Speaker 1
Okay, uh serial number is, oh, crap, oh, here it is, four, five, C as in Charlie, one, zero M as in Mary, two, seven, I'm not sure if it's a B or it's a B as in boy. 0, 1, 4, 8, 8. Correct.
04:00
Speaker 2
So, four-five-C for Charlie, 1-0-M for Mike, two-seven-B for boy, and zero-one-four-eight-eight. The model number of your Linksys router is MR7500. And this is the only Linksys router that I have.
04:00
Speaker 1
There's extenders on it, but that's the only router. Uh, are they Alexus brand? Um, uh, a pillow guy. I'm not sure. They are, I think they're ring. I got two of them. Yeah. I mean, let me double check the other one. Um. [silence]
05:00
Speaker 2
The extenders, are they linksys product or another brand?
05:00
Speaker 1
Okay, okay, let me focus. I'll bet. Net gear, it's a net gear, the other one, right? Um, the uh the extenders are on. What what what I'm what I'm trying what I'm trying to do, this uh mr uh 7500 has three router, or three uh frequencies.
06:00
Speaker 2
okay, so those range extenders you have are netgear, so they're not linksys product. only the router, MR 7500 is the linksys product. all right. yes, I know, all. [silence]
06:00
Speaker 1
And, uh, if I, right now I'm on high frequency, but if I put in, uh, 2.4, will that eliminate the other frequencies or are they all three on at the same time. I, I just bought a, it's actually a bird feeder that requires 2.4-mega 4-key uh... megahertz to, to hook up to the router.
07:00
Speaker 2
Yes. What do you mean? Uh... put in 2.4. Mhm. I see. All right, I get it. okay. Okay, I get it, sir. Uh, if you want a 2.4, uh, you just need to separate the bands and it will broadcast all bands.
07:00
Speaker 1
Okay, okay, okay, but, but I, I, I need to sign in to my, uh, links to do that and it, right, right, yeah, I can't sign him, I, I, I, Larry Banghart, that's B as in Baker, A-N-G-A-R-T, correct, or Lawrence, one or the other. [silence] Larry Banghart, that's B as in Baker, A-N-G-A-R-T, correct, one or the other.
08:00
Speaker 2
Okay, you do have two frequency bands, 2.4 and 5 gig ahertz. Uh, I thought you wanted to just use and connect with the 2.4 band of your router. which we set up last week, yes. If you connect to the 2.4 band, it will not eliminate the other frequency band, unless if you want to turn them off, you need to sign in into your router's web ant interface. Okay, let's uh Oops. I'm sorry.
08:00
Speaker 1
Correct. [silence] L B-A-N-G-A-R-T at charter dot net. [silence] L B-A-N-G-A-R-T [silence] at charter dot net. [silence] I think. [silence] Spectre or charter?
09:00
Speaker 2
And your last name? Banart? B-A-N-G-A-R-T? All right. Thank you, Larry. I may know your email address, Larry. Al-Banardt@chart.net Alright, thank you. Who's your internet service provider? Larry? Alright. Okay, uh Larry, um,
09:00
Speaker 1
Yeah. I'm I'm on the computer right now. but I tried it down on on the phone too on the app. Okay. Okay. I put my in the spot where it asks for an email, you mean?
10:00
Speaker 2
Are you using a phone or a computer? Okay, let's try it on your computer first. When you open a web browser and then type in 192.168.1.1, did you type in that?
10:00
Speaker 1
k I've got it open but now I got to back up out of it I think okay, I'm going to close it and reopen it Brouther login
11:00
Speaker 2
Okay, I need you first, uh, Laurie, to open our web browser. A new different tab, open a new tab. because I want to confirm first. [silence] Once you open a web browser, type in the address bar 192.168.1.1, because that is your router's default IP address.
11:00
Speaker 1
Where is that again? I don't see a spot to log that in. What was the number again? 192 one. Okay. Okay. I don't have a place to enter that. It's web browser login. It shows that. Um,[silence]
12:00
Speaker 2
Laurie: Yes. Laurie: Just one sec. Can you close any tab please, Larry? Close any tab you have. I need you to open a new tab, a new web [silence] company, .168., .1.Laurie: Tell me what do you see on the screen once you hit enter. [silence] Laurie: Okay, hold on. Can you close any tab first, Larry? Close any tab you have. I need you to open a new tab, a new web page, let's go.
12:00
Speaker 1
Oh, I put it right there already thinking that you had to change it.
13:00
Speaker 2
. okay now uh in the address bar on the top of the uh website you open you type 192.168 uh yes uh 168. uh one uh .168.1.1 so it's 192 i'll repeat again it's 192.168.1.1.
13:00
Speaker 1
Yeah. No. Yeah. I see a picture of a phone and, uh, it says keep your Wi-Fi handy. Uh, okay. Okay, it's waiting. Now it says now it says sign in. Yes. Yes. Reset password. Okay. Well, I'm not sure because I thought I just changed it, but it wouldn't let let it in. Should I go back to what. What I had. Oh, go ahead. Admin, okay.
14:00
Speaker 2
Okay, and then you press the enter on your computer. Hit enter. And then what do you see on the screen now? Okay, click on the phone, the mobile image. Click on that. So what do you see now? It should be the sign in page. All right. Do you see the access router? Okay, now type in your router password. Uh, do you know your router password? Okay. Okay, try to... Okay, try to type in admin. A for apple D for David M for mother F for fudge.
14:00
Speaker 1
Yeah, I think so. Okay. All right. You I typed it in and now, should I press sign in I would assume? Okay. Yeah. Yeah. Okay. Now it it shows, uh, uh, Network settings, this device router, Internet. Um, Wi-Fi settings. Uh, I I'm not seeing a spot to do that.
15:00
Speaker 2
He, heh, try this, it's, uh, h. i, for Inc and for Nancy, admin, all lowercase. Try that, 'cause that's the default router password. If you didn't change your router password, then that is the default. Uh, now tell me what you see once you type in admin. Mhm. Yeah, sign in. Click on sign in. Once you type admin, sign in. Oh, so you can log into your router. So you can log into your router now. Larry. All right, so, uh,
15:00
Speaker 1
Yeah. Five five? Uh-huh. Yes. You need a credit card number, I assume? [silence]
16:00
Speaker 2
All right. All right, LARRY, you have to put your hand onto... into this PC door, I believe. Okay, so there is your TFTP prompt, as you can see. You can enter your home address within the router. Okay, I'm going to enter your net bank number 37 485. I'm utilizing the trays currently for my router. I'll use all of my availability, so make sure everything is out. Okay, perfect. Okay, I await your instructions to initiate. [noise]
16:00
Speaker 1
[KEEP_UNCERTAIN] Sure. I still haven't yeah, go ahead. Right. Sure. Sure. Okay. Okay. I still don't see a spot where I I've got um, six or eight eight uh boxes up here. Um network status, Lynch's home networking, Wi-Fi settings, guest access. Yeah. Okay. Sure. All right. Is uh, visa. Yes. Happ. need the card number? Lor. It's Lawrence. l A w r e n c e. Middle initial C as in.
17:00
Speaker 2
don't touch anything there. I will walk you through those steps. We will go through that once we have processed the payment. I will guide you through that. Okay. Uh, so the card you'll be using, uh the Visa. All right. So this paid uh support is [REDACTED_PAYMENT_DIGITS] US dollar. Okay. Uh right. Yes, uh before that, what's the first name on the card you're going to use? Is it Larry? Lawrence.
18:00
Speaker 1
right. And the middle initials Lawrence Bangerter, B-A-N-G-E-R-T-E-R. Keifer Thomas. Yes. 414 719 1 7 17. 7 5 6 1 9 7 8 0. [silence]
19:00
Speaker 2
all right so your first name is Lawrence and your last name we want the card all right I'll let me just spell your last name phonetically so that we don't get it incorrectly it's Bravo A for apple N for Nancy G for George A for apple R for Rose D for Thomas bander that correct all right uh what's the card number
19:00
Speaker 1
08 08 28. 255. 53014.
20:00
Speaker 2
Right. Uh the expiration month and year of the card of your of your visa card. All right and the security code. Uh your billing zip code. All right and larree the email that I'm going to put here is the the one you provided lpngard@charter.net. All right. Okay uh larree I'm going to process the payment first. I'll put you on hold for two minutes okay. [silence] Hello right Larry thank you for patiently waiting I've already sent the receipt or invoice of the payment the payment was successfully good job well done taking care of you
20:00
Speaker 1
Where I see the why? Yes. Yes, I do. [silence]
23:00
Speaker 2
was successful. So now let's proceed on your concern this separating of your frequency band. So let's go back on the page, the web browser where you see the settings of your router. Okay? Uh the web browser where you can see the settings of your router like Wi-Fi settings, connectivity. Okay you see that? Now, I want you to Laurie to click on the Wi-Fi settings under the router settings. Wi-Fi settings click on that.
23:00
Speaker 1
Oh, on the left side, okay. I was trying to do it on the, yeah. I was, I was looking at one of those eight boxes. I was trying it there. Okay. Now it, it refers. Um, it shows, um, I'm not sure what you, I'm on the website, and I I open on the left side were the settings and now it shows the 2.4 gigahertz band the 5 gigahertz band and the six gigahertz band. That, that you said, that's the page you want? It's Larry.
24:00
Speaker 2
Have you clicked on the Wi-Fi settings? Yeah, on the website. no go back on the website, the one we opened. Mm-hmm. All right. Now can you check? Okay, okay. Can you check the Wi-Fi name of your 2.4? What's the Wi-Fi name of your 2.4?
24:00
Speaker 1
that yesterday it is yes okay yeah two two o'clock yeah okay okay just five okay I did that there's one five and there's one six listed
25:00
Speaker 2
Larry 1-0-0-4. Now check on the wifi name of your 5 gigahertz band. Is it the same? Wifi name Larry. All right. Now to separate the bands, you just need to put on the wifi name of your 2.4 just add 2.4 on the wifi name. Okay, add 2.4. Click on the wifi name and add 2.4. All right. Now go to the 5 gigahertz band and add just number five on the 5 gigahertz band. Five. Okay, and the other if there's yeah if there's another 6 gigahertz band or another five. Okay.
25:00
Speaker 1
Correct. Right. Oh, okay. Okay, sure. Okay, I did using different WiFi name. Yeah, I, I should click on use different names, right? Okay. Okay. Sure, that separates them, that makes sense. Yeah. Um, [silence]
26:00
Speaker 2
So, you have three gigahertz band. Okay. And the other one is a six. Okay. Then add uh number six also on that Wi-Fi name. Now, once you do that, uh, you have to click apply or save at the bottom of the screen. There's an apply. Okay, click. Yes, use different Wi-Fi name. Click okay. Use different Wi-Fi name. Yes, use different names because you need to separate the bands. And then, what does it say in
26:00
Speaker 1
Speaker 1: Yeah. Speaker 2: Yeah. Speaker 1: Just a second. I wanna take a picture of that so I know what to look for. [silence] Speaker 2: Okay. Speaker 1: Now, yeah, yeah, it it it has them listed separately. They all have the same, they all have the same password though. Oh, that'd be all right because I, yeah. [silence] Speaker 2: Right. [silence] Speaker 1: Yeah, yeah, okay. Sure.
27:00
Speaker 2
uh so uh uh yes uh that's fine uh so that uh you can still connect to them with the same password only the wi fi name because you just need to separate the bands so that your device that only supports a 2.4 would only connect to a 2.4 wi fi name so there's no problem with our wi fi password okay so are the changes saved
27:00
Speaker 1
Now I press yes. Looks like I just did. Oh. Oops. You are not connected to your router. It says. Do I? Or. uh it gives me an an option of uh retry but that maybe I should avoid that or do it okay I would imagine that's in in settings okay um is that like a triangle I don't see that on this one [silence]
28:00
Speaker 2
No, uh, you have to go first to your, uh, WiFi settings on your computer. You have to reconnect again because you have now made some changes on your WiFi name. So on your computer, uh, click on the WiFi icon on your computer. At the bottom of the screen, you can see the WiFi icon. Click on that and then look for the, uh, it's, it's like an arrow. Like a radius.
29:00
Speaker 1
No, I don't see that. It says disconnected. Okay. I brought it up here. Now I want to connect to only one. I don't see the six. There's only the four. Oh, now there's a five. Now there's a five. Maybe it's just taking a second. Let me see if I can scroll down a little bit. Oops. That disappeared. Try it again. I see them.
30:00
Speaker 2
like a radar symbol or you can just or you can just uh click on the search bar on your computer There's three Wi-Fi names should appear on that. Your Larry 2.4, Larry Five, and Larry Six. The reason why
30:00
Speaker 1
I see the four and the five but. Yes, I do. And I see the NETGEAR right. I thought it showed six. And the, it it doesn't it doesn't show it on on my screen here, but it does show the the NETGEAR there. Yes.
31:00
Speaker 2
So you see that 2.4 and five but you don't see the six. Okay. The reason why you cannot see the oh six is because the linksys router you have only have two bands. It's a dual band Wi-Fi router. So it will only broadcast at 2.4 and 5 GHz. Okay. There's a six. A Larrys six. that web browser alright but uh I have to tell you uh Larry your router is a dual band
31:00
Speaker 1
But but but it shows three of them before. the 2.4, the 5 and the 6. Uh, the extender. yes. Is that the one I would join in? Oh, oh, I see. That's okay. Now I gotta have Uh I'm not sure what the password is on that. network.
32:00
Speaker 2
...Diameter. So, it only has 2.44 and 5 diggers. That is why, uh, it will only broadcast two, two SSID, the 2.4, Larry 2.4 and Larry five, okay? Uh, the six you have, uh, you mentioned it's from Netgear. Netgear router you have, right? Um, yes. If you need to, uh, connect to then that should be the one. You see now? This is.
32:00
Speaker 1
[silence]
33:00
Speaker 2
So now that you can see the WIFI name, just connect to one, the 2.4 Lari. 2.4. So once you connect your computer to the Lari. 2.4. You go back to the web browser that we opened. Okay. Uh, I think uh, you
33:00
Speaker 1
yeah it's showing the 2.4 and uh and uh five. yes. now I need the password. oh no I I I I've got to I've got to put put the uh, it says join, but I got to put a password in. and um okay okay I I I I I I I I I I I I
34:00
Speaker 2
Your router should have broadcast three bands and on the... on the web browser it's showing you three bands the 2.4 the 5.0 and the 6.0 band, so it should broadcast three bands, now once... okay, so you have already connected to the 2.4 on your computer, okay now go back to the... to the router's web interface, yeah it asks for a password, uh the password is still the same. The password you have we didn't change your password, so you just type in the password. What was your password? Type in.
34:00
Speaker 1
It's, uh, Rome 1304. Okay, now now it put in off, yeah, it connected, and it's, or at least it went to, it shows those three three bands. Okay. Yeah. Correct.
35:00
Speaker 2
Just type it there. So just type it there because we didn't change your password, so it should still be the same password. It's connected. Okay. Okay. Okay. Okay. That's good. Now, since it's showing you three bands, Larry, it means we have successfully separated your three bands, 2.4, 5, and 6. And you mentioned that you have a device that needs to connect to a 2.4. Specifically. Yeah, right? So you just need to connect that device to the specific 2.4 band and it will work.
35:00
Speaker 1
OK, I can, you want? I don't need to do that right now, do I? OK. OK. Sure. OK. Yeah, right. Yeah. Sure. OK. All right. OK. OK.
36:00
Speaker 2
[laughs] so everything's good now, Larry? Yeah, that's fine, because it's just like connecting your device, like your computer, you just connect it to a 24. So that is how you connect your device. And I have to tell you, Larry, all your devices, you will have to connect them, reconnect them, because you have your new Wi-Fi name, you, with the 24 and five. Okay, and that will be up to you if you want your device to connect to a 24 or five or six, it will depend on you. So, but you can connect to all three of them, okay? All right. Before we end the call, Larry, I'll provide you with your ticket number so that in case you have issues again, you just provide the ticket number as reference, okay? So, if you have any other questions, you know who to call, right?
36:00
Speaker 1
Okay. 3-9-22-3-9-22-L D s 0-0-133922. Okay. All right. Okay. All right, thank you. Have a great day.
37:00
Speaker 2
your ticket number is L for Lima, T for Tango, S for Sam, 00133922. Yes. So that's yeah. Yes. That's your ticket number. So, in case you have other, uh, problems again with your router and you call us back again, just use that ticket number as reference. Okay? All right. You're welcome. Thank you for calling Lens, again, Larry. Once again, this is I, uh, and it's my pleasure to assist you. And you did great also, following the instructions. Thank you, and take care. Have a great day.
37:00
Speaker 1
You too. You too. Have a great day. Bye. Bye. [silence]
38:00