V2 Rubric Detail — 5e6048be-7c7a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 16:14
Duration
9m 36s
Contact
Georgina Wickens
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136708
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Plans to change the network settings of a device assigned a static IP.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall19.1% (-0.9)

V2 Grader Summary

The agent correctly identified that a static public IP must come from the ISP but failed to perform any diagnostic troubleshooting for 'strict NAT' as outlined in the gaming and WAN IP KBs. No router interface was accessed, and the agent deferred the issue entirely to the ISP without checking for in-scope solutions like UPnP or port forwarding. This resulted in no resolution, poor ownership, and inadequate communication, leaving the customer with unnecessary effort and no path forward.

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 Not Met Issue actually resolved conf 95%
Agent directed customer to ISP without attempting any NAT fix or router-side solution, ending call with no resolution.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting performed; agent skipped checking UPnP, port forwarding, or WAN IP type despite NAT issue.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified ISP role in public IP assignment but failed to explore router-side solutions (UPnP, port forwarding) that could resolve strict NAT without static IP.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify root cause or ask relevant diagnostic questions about WAN settings, Double NAT/CGNAT, or current connection type.
T2 Not Met Appropriate tools / resources used conf 90%
Agent never accessed router web interface or used diagnostic tools despite clear need to check WAN IP and NAT settings.
T3 Met No misinformation conf 95%
Agent correctly stated that static public IP must come from ISP, consistent with KB (universal_wan_ip.md).
Communication
C1 Not Met Clear & professional language conf 85%
Call lacked clear framing, had long silences, repeated expectation statements, and agent did not guide conversation toward resolution.
C2 Partially Met Confirmed understanding conf 75%
Agent used some technical terms (e.g., 'local IP') without confirming understanding, but did not use excessive jargon or ignore all cues—minimal adaptation observed.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership—immediately deferred to ISP without attempting in-scope fixes (e.g., UPnP, port forwarding) within Linksys support scope.
O2 Not Met Proactive follow-through conf 85%
Only next step was 'call your ISP'—no specific actions, timeline, or follow-up commitment; ticket number provided but no actionable path.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue was within L1 scope but mismanaged, not escalated.
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 80%
Agent remained polite but showed no active empathy—did not acknowledge frustration or repeated effort; tone was procedural, not supportive.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt to customer’s confusion or repeated requests; tone and pacing remained unchanged despite customer’s fragmented input.
X3 Not Met Overall experience conf 90%
Customer had to repeat information; agent added effort by directing to ISP without first attempting in-scope fixes or gathering full context.
Call Transcript20 turns · 20 lines
Speaker 1
Hi, I was just wondering if I can change my Wi-Fi to a public status IP? Because it's currently strict NAT. Pardon? My. She wants to know why. Then that type is strict. Yeah.
00:00
Speaker 2
Welcome to links support. to assure quality service, your call may be monitored. please remain on the line for assistance. uh hi, thank you for calling Linksys. this is Regina, I'm going to help you today. um I need to know the reason why you need to do that. what do you mean by MAD? I mean, I need to know the reason why you need to change your IP address into static. Okay. Naomi, is this your first time calling us for support?
00:00
Speaker 1
Do you want the name linked to the account? Georgina Wickeens 70 33 99 A s r Home dot com G-mail dot com
01:00
Speaker 2
So your first name and last name, ma'am. Your first name. Your first name. You're Georgina, and the last name Georgina, W I C K E N E. And your callback number. [silence] just incase this call will disconnect. [silence] How about your email?
01:00
Speaker 1
Yep. Yep. Yep. Yep. Yep. Yep. We've got one main one and then we've got a node. Yeah, so we've got a main node and then a child node. What did you? I'm gonna go ahead and start the I can I can have a look.
02:00
Speaker 2
Okay, let me just verify using phonetics. Does A for Alpha, letter S for Sam. R for Rupert. H for Henry. Are fer Oscar, M for Michael, E for Edward, A for Alpha, R for Rupert, gmail.com. And how many links is router do you have Georgina? True? Can you please provide the serial number of the main router? Label on the bottom.
02:00
Speaker 1
It is five five v one zero M for mom two a e zero four six eight five. Giga clear. Sd & mx 5 5. Yep.
03:00
Speaker 2
Okay. Who is your internet service provider? So the model number of your Linksys router is SBMNMX. Two O's. 55. You're right. 55, okay. I switched the color.
03:00
Speaker 1
What did you say? [silence] [silence] it's blue. [silence] [silence] so we're trying to change it from a restricted [silence] NAT to a public static IP. [silence] pardon? [silence] no. [silence] I've got a phone. [silence]
04:00
Speaker 2
And what is the light indicator of two, Linksys devices? What is the light indicator of the two nodes? Okay, now, what are you trying to do? Which device that you are -- are you on static or IPs? Let's just try to access the web interface, Georgina, so that I can explain something. This one. Do you have a computer or a laptop in your end? Because we need to
04:00
Speaker 1
Um I can um have a look hang on we're just turning the computer on now well yeah we need it change it from a strict nat to a public static ip for gaming
05:00
Speaker 2
Yeah, because I would like to set an expectation, ma'am, that I can only assist you regarding with your local IP address, but if you're planning to change your IP address, [silence] yeah, because I would like to set an expectation, ma'am, that I can only assist you regarding with your local IP address, but if you're planning to change your IP address.
05:00
Speaker 1
[silence] yeah, the computer's just turning on
06:00
Speaker 2
Facebook and you're internet address. You need to call your internet service provider for that. That's why we're going to access the web interface so that I can explain everything. Because if we're going to change that into something eventually with our links this router, there's a big possibility that you will not able to connect with your modem. You will totally disconnect. Do you have a computer or a laptop in your hand or two? [silence]
06:00
Speaker 1
is for the computer to play on and the playstation. we're not getting the that is not connecting so we can't play on the gaming consoles. they've told us they they work but we need it's telling us that we need to change from a nat to a IP a public IP. will it be better calling gigaclear to see what they say?
07:00
Speaker 2
And why you need to set the IP address into static for what device? [silence] And have you tried to call the manufacturers of your gaming console, so that they can suggest what you need to do with their device? [silence] It was working fine?
07:00
Speaker 1
Okay.
08:00
Speaker 2
[intense rock music]
08:00
Speaker 1
That's perfect. I'll give him a call. Yes, we do. Okay. Perfect. Thank you. Yeah, wasn't it? Bye.
09:00
Speaker 2
yeah, but of course, feel free to call us back. Just use this ticket. Let me just provide your ticket number. So it is 136708. Okay, so feel free to call us back directly. You're welcome, Regina and take care. Have a great day. Bye for now.
09:00