V2 Rubric Detail — 58a0c45a-73fe-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 21:06
Duration
17m 0s
Contact
Tyler Devion
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00135231
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot login to WEB UI
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.5/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall10.4% (-39.6)

V2 Grader Summary

The agent never restored router access and instead pushed a $15 service fee without performing basic troubleshooting such as a reset or recovery-key procedure. No appropriate tools were used, technical guidance was inaccurate (wrong URL, vague serial instruction), empathy was lacking, and no clear next steps were set, resulting in an unresolved call. Outcome classification: R1 and R2 not fully met → Unresolved.

V1 Case Analysis

Customer unable to access E7350 admin after static IP change (192.168.12.1); possible bridge mode. Out-of-warranty. Agent attempted $15 paid support, payment declined, PCI violation occurred. Offered to email reset guide.

Troubleshooting Steps
  • Asked whether router was in DHCP or bridge mode
  • Suggested factory reset would restore defaults
  • Attempted to collect payment for remote assistance
Key Observations
  • Agent moved to paid support without verifying warranty eligibility via serial number lookup.
  • PCI-compliant handling was violated — agent read back full credit card details after a declined transaction.
  • No actual troubleshooting steps were performed despite the issue being resolvable via factory reset and local access.
  • Agent failed to guide the customer through accessing the router via myrouter.local, which is supported on E7350 and would bypass IP conflicts.
Positive Highlights
  • Correctly identified that the router might be in bridge mode, which is relevant to the IP-address conflict issue.
  • Mentioned the use of myrouter.local as an access method, which is valid for the E7350 (per universal_web_browser_setup.md).
  • Offered to send a written reset guide after the payment issue, providing a fallback self-help path.
Agent Errors / Gaps
  • Initiated a $15 paid-support request without first verifying warranty status via serial number or attempting basic troubleshooting.
  • Did not verify the router's serial number (37110M28A110961) despite it being provided by the customer at [01:00].
  • Collected and repeated full credit card information, violating PCI best practices and creating a compliance risk.
  • Failed to guide the customer through a factory reset and subsequent access via myrouter.local or 192.168.1.1, which are standard and effective solutions for this issue.
  • Did not confirm whether the customer had already performed a factory reset, despite the customer mentioning it at [06:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored router access; call ended with payment declined and no solution executed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified IP conflict and bridge mode possibility, suggested factory reset and domain-based access, but did not guide customer through execution before pushing payment.
R3 Not Met Correct resolution path conf 94%
Agent chose a paid-service path for an out-of-warranty device but did not attempt the standard troubleshooting steps required by the OOW standard (e.g., reset, recovery key, firmware check).
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (cannot log in after IP change) and asked about bridge mode and DHCP settings, but did not systematically isolate cause or confirm configuration state.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (remote session, admin console, recovery-key lookup) were used despite the need to verify router state or guide login recovery; agent relied solely on customer description.
T3 Not Met No misinformation conf 95%
Agent provided incorrect URL 'my replater.local' (contradicts 'myrouter.local' in KB) and vague instruction 'link sys the last five digit of the serial number' (contradicts 'http://LinksysXXXXX.local' format); failed to cite recovery key method.
Communication
C1 Not Met Clear & professional language conf 93%
Agent never set a clear agenda, jumped to payment, and failed to keep the conversation focused on troubleshooting; lost control when payment failed.
C2 Not Met Confirmed understanding conf 91%
Agent used technical jargon (bridge mode, DHCP) without checking understanding; no adaptation to customer's confusion or confirmation of comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent immediately moved toward a $15 charge instead of trying to resolve the issue, showing no ownership of the problem.
O2 Not Met Proactive follow-through conf 93%
No next-step plan was given; the only 'next step' was a payment request that failed, with no timeline or action for recovery.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the transcript; issue was within L1 scope (configuration recovery).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent showed no empathy or patience; focused on payment rather than the customer's frustration or repeated reset attempts.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace to the customer's confusion and kept a transactional script despite uncertainty.
X3 Not Met Overall experience conf 91%
Customer was forced to repeat information (serial, name, card details) and asked to provide payment instead of receiving a direct fix, increasing effort unnecessarily.
Call Transcript28 turns · 31 lines
Speaker 1
Yeah, hello there. Um, I'm calling in regards of my, uh, Lynx router. Um, it's a, a Lynx- E7350.
00:00
Speaker 2
[silence] [silence] Welcome to Linksys. [silence] support. [silence] To ensure quality service, [silence] your call may be monitored. [silence] For in warranty products, [silence] our support team is available to help with performance and hardware issues. [silence] Register your product by visiting register. [silence] linksys.com. [silence] Please have your device serial number ready. [silence] For assistance, [silence] press one now. [silence] For out of warranty products, [silence] paid support may [silence] please have your device's serial number and contact information ready. [silence] If unavailable, [silence] kindly call back later. [silence] For out of warranty product, [silence] paid support option may be available depending on the issue. [silence] Thank you for calling and [silence] my name is Gerald adequate.
00:00
Speaker 1
Uh, I can't get back in it. I, I, I accidentally, well not accidentally, I changed the IP address on it and I can't get back in it now. It's um, n- an IP address of uh, of a different router company and it's not allowing me back in and I, um, I need some help. Uh, I don't know what to do. What else to do there? Okay, it's seven, uh, sorry, 30- 37.110M-28A110961.
01:00
Speaker 2
[KEEP_UNCERTAIN] It we'll figure out what to do with that. But can you give me the real number of this one? Thank
01:00
Speaker 1
It's Tyler Devon. U-H- Inv-E-S-I-O-N. Devon. E-N-D-O-G-E-V-I-O-N. U-G-Z My last name. Devon. D-E-U-H-N-P-Y-L-E-R 1983 at gmail.com. Starlink. Oh, that's router. Oh, shit. It's probably 10 years ago. Eight years ago.
02:00
Speaker 2
What is your first name and last name so I can create a record for you? Wait, what's your last name again? Okay, alright. And then what is your email address? Who is your Internet provider? Do you still remember when and where you purchased this router? Wow, it's yours today.
02:00
Speaker 1
No, it's on um, I believe I have, I might have put it on well, I know it's on um uh static, but I might have put it on bridge mode and I uh, cause I'm trying to, I'm trying to daisy chain uh three routers here and uh it didn't go in my favor, so I have it, it might be in bridge mode. I all I know is I can't get uh, I can't get the internet uh connection to it. The yellow, the internet light's flashing orange. I'm sorry, can you repeat that? Uh, it would be uh wireless.
03:00
Speaker 2
what's the current internet settings of this? is it set to auto DHCP or bridge mode, if this is bridge mode? Oh, is it wireless bridge mode or wired bridge mode? Is it a wireless bridge mode or a wired bridge?
03:00
Speaker 1
Yeah, no, I've tried every single way to get the IP address switched back over. It just locked it basically locked me out. And then like, yeah, the passwords, like when I get back to reset, it erased all the passwords. So I can't get back in it like it's not allowing me to get back in with with my passwords.
04:00
Speaker 2
Did you get the IP it's just routed to the upstream device the gateway or you did not. Yeah. Okay. Since the the router
04:00
Speaker 1
Are you going to charge me $15.00? Um, for what are you going to do? Are you going to just, uh, you're going to erase it? Are you going to like, like, are you going to like, slide it? I see. I see.
05:00
Speaker 2
[silence]. is out of warranty. unfortunately for warranty devices if we're gonna assist you with this you'll be charged $15 standard. are you okay with that? that is correct yes. just it. probably we might might end up doing that if we really can't get the IP address because if this again it's on bridge mode the IP address should be on the upstream device if not we can try to use the domain name of this which is my replater.local or try link sys the last five digit of the serial number. You can try that too. that local. with that yeah.
05:00
Speaker 1
Okay. Yeah, I understand that. Um, so like, even, even it's like, is this a guarantee? Like, like, it's a guarantee to get back into it? Yeah, cuz I mean I did I did like I mean I did the factory reset, I did a hard reset, um, I did you name it like I mean I-I was in and out uh of this router here and um I I changed it, uh, static ti PE an they changed it to, ah, 192 168 12. 1. And that's uh, that goes Yeah, that's a different company altogether. And that's where I screwed up right? So, that's that's where it's at right now. It's uh, it's stuck on uh 2.1. [silence]
06:00
Speaker 2
If that will not work, then, unfortunately, you will need to reset it. After doing the reset,
06:00
Speaker 1
Oh yeah, no, the road is working. It's uh, yeah, it's working fine. It's just stuck on an IP address. It's not in my, uh, not in that, uh, network. Oh yeah, that's what you're saying. Yeah, I mean, uh, as far as I know, it's on bridge mode and it's on static IP.
07:00
Speaker 2
Right. Well, if the router is working and it's not hardware issue, I think we can probably make it work. But if it's a hardware problem, we cannot fix that. So, let's go ahead and try it now. Okay. I'm pretty sure once we reset it, it will be back to all default and you need to do is to configure the settings. But if there's a settings that you need to save in your Linux router first, after the reset, you'll need to apply it back to your router.
07:00
Speaker 1
That's, that's, that's all I did. That's all I did with it, so, and right now it's flashed orange, it implemented a flashing orange right now. It was, it was solid orange, but now it's flashing. Okay, well... All right. So, what are we going to do then? Uh, yeah, yeah, let's proceed.
08:00
Speaker 2
Wait. I need a confirmation. Would you like to proceed or not? Let me open my tools. Also, I want to make sure that you understand what you're going to pay, this is one-time payment. I'm going to ask for your card info right after this. And also, it's non-refundable, whether your problem is fixed or not. [silence] like I'm gonna change it yeah it's still gonna be 15 and it's gonna last for an hour you think you're okay with that right just making sure opening my taste
08:00
Speaker 1
uh, uh, I, no, i'm just using a, a home, uh, desktop. Yeah, it's Windows 10 yeah.
10:00
Speaker 2
Do you have a laptop we can use? What is the operating system? Windows. Okay. All my tools are open now, so I'm going to need to ask your card information. I'm also going to pause the recording because we are not storing card information. Is that okay? If I ask for your credit card information. Okay, so I'm posting that.
10:00
Speaker 1
4-724-0910 [silence] 2396-7660 [silence] 0530897 [silence]
12:00
Speaker 2
What is the card number? What is the expiration date? And the security code. Okay. All right, charging you [REDACTED_PAYMENT_DIGITS] dollars now. All right. So, when I tried to, proceed, it did not went through, it says decline, it says decline. So I'll read it back to you, the card number and expiration and security, but then we'll pause the recording again, because I will resume the recording. I'll read it back now, that's [REDACTED_PAYMENT_DIGITS]
12:00
Speaker 1
Yeah, that's correct. Yep. That's right. That's right. Is this American or Canadian?
14:00
Speaker 2
[REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS] Is that correct? Expiration date, that's [REDACTED_PAYMENT_DIGITS], right? Security code [REDACTED_SECURITY_CODE]. Name on the card, your name, right? I'll try again. It's USD. US, yes. It's still gateway decline. [silence]
14:00
Speaker 1
[KEEP_UNCERTAIN] My bank doing that sort of whole or I bet you my bank's putting a hole on that right now they're probably disallow that it's American yeah that's probably it yeah I mean cause yeah it's I'm calling from Canada here and my bank probably would have would not allow that transaction okay [silence]
15:00
Speaker 2
All right. Uh, you want me to change it to, I mean, we're, wait, hold on. We can. I will try to change the currency. Um, Let me see if I can do it. I guess I, I guess I can. All right.
15:00
Speaker 1
Yeah, because there is, yeah, no, there's money in that account, so, I mean, there's, I don't know why it's not going through. It's where that's, something's wrong there. I can't log in anyways, yeah, and everything's been everything's been factory reset already. Lots of times, like tried everything to get into it, so, yeah, if you could, uh, yeah, if you could just, uh, that'd be, that'd be great. That'd be nice. And if you could send me the info, um,
16:00
Speaker 2
Still the same, gateway declined, and it's three attempt already, I don't want to try more because you might lock your your bank account. Uh right, I believe you, it's just that it's not, the system is not allowing me to proceed, so without the payment we can't proceed. Uh what I can do instead I can send you the instruction guide or the manual guide on how to set up the router after you do the reset. But is there any settings that you want to save first and you? Oh, we cannot login, I forget. So,
16:00