V2 Rubric Detail — 61d6b290-6fef-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 17:08
Duration
58m 11s
Contact
Anthony Sandor
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134637
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping connection
⚠ Auto-Zero applied: Avoidance/Evasion — agent ignored explicit warranty request from an in-warranty customer, failed to escalate, and continued with troubleshooting instead of honoring the requested resolution path.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution2.50/5
Technical3.12/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent conducted technically sound troubleshooting but failed to address the customer's primary request: a warranty claim. Despite confirming the device was purchased in 2025 (in-warranty), the agent did not initiate an RMA or escalate. Combined with factual inaccuracies and lack of empathy, this constitutes an ownership gap and a critical avoidance violation.

V1 Case Analysis

Customer (Anthony Sandor) reports intermittent internet drops on MX2001 (SN: 5010-M-242-C-08884). Agent provided incorrect URLs (myrouter.loco, 192.168., 192.168.1.1.1), failed to verify warranty, and did not create a case. Issue unresolved; recommend opening warranty case and processing RMA.

Troubleshooting Steps
  • Collected model and serial number
  • Attempted admin password reset using label
  • Guided customer to perform 20-second factory reset
  • Attempted access via incorrect URLs (myrouter.loco, 192.168., 192.168.1.1.1)
  • Attempted Wi-Fi reconfiguration (SSID, password, channels)
Key Observations
  • Agent provided multiple factually incorrect URLs: 'myrouter.loco' [31:00], '192.168.' [32:00], and '192.168.1.1.1' [40:00]. These URLs are invalid and prevent access to the router UI, directly contradicting the KB guidance (universal_router_access.md).
  • Agent failed to verify warranty status or open a case despite explicit customer request for a warranty claim. This is a protocol failure per universal_escalation_guide.md and universal_support_contacts.md.
  • Agent incorrectly stated that the cloud server was discontinued and email login no longer works [57:00]. This contradicts KB guidance (universal_router_access.md), which confirms local login and cloud access remain available on supported models.
  • Troubleshooting flow was disorganized, with repeated browser switches, incorrect URLs, and no clear path, leading to customer frustration and abandonment.
Positive Highlights
  • Agent collected the correct model and serial number at the start of the call [01:00] — per universal_escalation_guide.md, this is a protocol strength.
  • Agent correctly instructed a 20-second factory reset [23:00] — KB reference: universal_factory_reset.md confirms this procedure for MX2001.
  • Agent attempted to guide the customer through admin password reset using the label on the device — KB reference: universal_router_access.md supports using label credentials.
Agent Errors / Gaps
  • Provided wrong local router address (myrouter.loco) [31:00] — KB reference: universal_router_access.md states correct URL is http://192.168.1.1 or http://myrouter.local.
  • Provided incomplete IP address (192.168.) [32:00] — KB reference: universal_router_access.md specifies full IP address required.
  • Provided invalid IP address (192.168.1.1.1) [40:00] — KB reference: universal_router_access.md confirms 192.168.1.1 is correct.
  • Failed to verify warranty status or open a warranty case for the MX2001 unit — KB reference: universal_escalation_guide.md and universal_support_contacts.md require warranty verification for RMA/escalation.
  • Incorrectly claimed the cloud server was discontinued and email login no longer works [57:00] — KB reference: universal_router_access.md confirms cloud access remains available on supported models.
  • Did not acknowledge customer's frustration or request for warranty claim appropriately — KB reference: universal_escalation_guide.md emphasizes acknowledging frustration and offering escalation.
  • Gave contradictory and confusing instructions, switching browsers and URLs without rationale — KB reference: universal_router_access.md and adjacent_common_wifi_questions.md emphasize consistent, correct access methods.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly requested a warranty claim and stated they were moving to a different router; agent did not resolve the issue or initiate RMA.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through local access, factory reset, firmware check, and ping diagnostics to assess connectivity.
R3 Partially Met Correct resolution path conf 93%
Agent performed thorough troubleshooting appropriate for intermittent connectivity, but failed to act on the warranty request after confirmation of purchase date.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (intermittent internet loss) and used diagnostics, but did not ask about ISP outages or modem status.
T2 Met Appropriate tools / resources used conf 94%
Agent used local web UI and built-in ping tool appropriately to test connectivity and firmware version.
T3 Partially Met No misinformation conf 89%
Most technical steps were correct, but agent falsely claimed 'cloud server has been discontinued' — contradicted by KBs supporting cloud access.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained some control but had long silences, repeated instructions, and unclear transitions between steps.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms like 'ping' and 'firmware' without checking understanding; minimal adaptation to customer stress.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent worked to resolve technical issues but did not take ownership of the warranty request the customer explicitly demanded.
O2 Partially Met Proactive follow-through conf 87%
Agent suggested observing for 24–48 hours but gave no follow-up plan for the warranty claim.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Customer explicitly asked to 'push through his warranty'; agent did not escalate or initiate RMA despite valid in-warranty claim.
E2 Not Met Escalation prep & handoff conf 96%
No escalation was executed, so no details were communicated — customer was left without resolution path for warranty.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent never acknowledged customer frustration, repeated effort, or work-from-home urgency despite clear expressions of distress.
X2 Not Met Tone & rapport conf 93%
Agent maintained a technical, unresponsive tone even as customer expressed urgency and desire to end the call.
X3 Not Met Overall experience conf 95%
Customer repeated serial number, model, and password; endured multiple browser errors and app login failures unnecessarily.
Call Transcript86 turns · 96 lines
Speaker 1
Welcome to the Linksys Community. How may I help you? Girls. Hi, I'm calling cuz I've been having problems with my Linksys router, in I just wanna do a warranty claim.
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's 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. Thanks for calling, Links. my name is Mr. Gerald. you're gonna
00:00
Speaker 1
The model number is MX 2001. In the serial number is, hmm, is 5010-M-242-C-0, 8884. Yes.
01:00
Speaker 2
what is your serial number and model number a few things, sir, rather serial number. serial number. Let me read it back to you, so that's five, zero D as in David, one, zero M as in Michael, two, four C as in Charlie, zero, eight, eight, eight, four, correct? all right, checking.
01:00
Speaker 1
Alright, yeah. This is the drawing thing. You've got to see this. This is the... The thing that, um... it's harder to do it again. It is Anthony Sandor. S-A-N. D as in door, O as in Oliver, R as in Robert.
02:00
Speaker 2
[silence] loading. Wha it do i need to create a ticket for you? How do you spell? You got it. What is your email address?
02:00
Speaker 1
My name, Anthony Sandor, I-V as, like, uh, Roman numerals, I-V the fourth, at gmail.com. It is Verizon, Fios. On Amazon, uh, on October 9th, uh, 2025.
03:00
Speaker 2
and i said okay Do you remember when and where you purchased it? What year? [silence]
03:00
Speaker 1
Yes, I've got all that. Uh, it's constantly, I work from home, so I need internet for my job and it just keeps dropping internet randomly and like it'll go a couple of minutes without internet and then it'll just come up and start working. And it, I can't be have, I can't have that while I'm working from home and, creating problems with my, with my work. Uh, Red? Didn't notice.
04:00
Speaker 2
Do you have their receipt in case we need a receipt? Right. What's the problem with the router? [silence] So when the connection drops, what was the light of the router? Blinking red or solid red?
04:00
Speaker 1
Which but on my computer, it shows no internet still connected, just no internet. And it's every device it was showing no internet. And then a couple minutes later, it'd pop back up and I just can't have that while I'm working from home. It's working, but it's had a hiccup earlier this morning and had the same thing go on and. But it definitely at random, it's not like planned.
05:00
Speaker 2
Okay. What is the status of the radar right now? Is it working or not working?
05:00
Speaker 1
okay OK. [silence] OK, I sent it. [silence] Um [silence] Yeah, I do. [silence] [silence]
06:00
Speaker 2
All right, checking here. Do you have a computer that we can use? I mean, we may need a computer for this. you have a computer?
07:00
Speaker 1
alright... [silence] I'm ready with the computer [silence] uh, [silence] Windows.
09:00
Speaker 2
Is that a Windows 10 or 11 or a Mac
09:00
Speaker 1
Don't know. Don't know. Yes, it's connected the Wi-Fi. Okay. Yeah.
10:00
Speaker 2
What windows? 10 or 11? That's fine. We'll figure out later. Is that connected to the Wi-Fi right now or through a cable? Open Google Chrome. I'm going to give you a number just to have. This number into the web address bar, the URL bar. Are you ready? Okay. That's 192.168.
10:00
Speaker 1
Okay. Why am I getting warned when I try to access my router settings in the browser? Your Your connection Your connection is in private? Okay.
11:00
Speaker 2
what do you see? okay, scroll down and click continue, click advanced and proceed to one n two dot 1 6 8.1.1 and site. what do you see now?
11:00
Speaker 1
for the linksys app. yeah reset admin password. and the recovery key is on the bottom of the router. okay one second. let me go.
12:00
Speaker 2
click the image of the phones that you see on that screen okay is that asking for an admin password or router password all go ahead and reset the admin password. It will not affect your Wi-Fi password. Okay bottom of the router yeah
12:00
Speaker 1
Okay. It says to reset the admin password. No. Okay.
13:00
Speaker 2
All right, scroll down all the way to the bottom part. There is a C.A. It's really small, but you can find it there all the way to the bottom right corner. Oh, I thought you already created your password.
13:00
Speaker 1
Sorry. [silence] And then unexpected error. The issue continues. Please visit our technical support. [silence] Error 2123. [silence] Okay. [silence] This [silence] support and [silence] send. [silence] Description. [silence] An error occurred. [silence]
14:00
Speaker 2
One, two, three. Okay. What's the light of the router right now?
14:00
Speaker 1
It is solid blue. Uh yeah, pretty sure yeah. [silence] Oh, that was Microsoft Edge.
15:00
Speaker 2
okay why two do you have a different browser do you have Microsoft Edge Yeah, let's use Microsoft Edge.
15:00
Speaker 1
let me see I don't know if I do have Google Chrome it don't look like it it just searched it underneath Microsoft Edge I can get Chrome Okay, I reopened it
16:00
Speaker 2
Oh, you have Google Chrome? What about, Oh, I see. You don't have other browser that we can try? All right, that's okay. Um, let's try again. Close the the the browser, your Microsoft Edge and open it, reopen it. Go to my router.com.
16:00
Speaker 1
Okay. It says there's a warning. Yeah. Continue. Okay, it says to download the app. Then link this app. Continue to link this to smart Wi-Fi. Okay.
17:00
Speaker 2
local. what do you see now. all right, continue. Do you have the "continue" button or, no? Continue to links in my lap. so on, yeah, click that.
17:00
Speaker 1
Now it says, what's the router password to sign in? One second.
18:00
Speaker 2
Stranger: [noise]
18:00
Speaker 1
[silence] Well, the password's wrong.
19:00
Speaker 2
Okay, reset a password and create a new admin password.
19:00
Speaker 1
Yeah, now it's just giving me the, I did the, it said reset admin password, and it kicked me to that warning 2123, and, again.
21:00
Speaker 2
So, what are we going to do with this? You have the Wi-Fi name and password, right? [silence]
21:00
Speaker 1
if I'm normal. um, okay. what? reset to like factory settings? No. No. And it's funny because when I'm on the Linksys app on my phone, it keeps seeing resets, restarts router, we've encountered a problem and it's every couple seconds it'll do it when I'm trying to actually do something. [silence]
22:00
Speaker 2
You still remember the Wi-Fi name and password, correct? Now, I'm just asking because we might need to reset the router. So we need to apply the same name, same password, so your devices can connect back to it without doing manually. Without doing it manually. Me. That is correct. Yes. Is anyone doing their job right now, or doing something important? Okay, let's do a reset.
22:00
Speaker 1
okay is it the button underneath 20 okay
23:00
Speaker 2
Right, it's connected to the page that we're trying to access right now. So if that's giving you error, most likely the app will also give you a problem. So we need to reset the router. I need to check the firmware that, but we cannot check the firmware without going into the settings of the router. You know how to reset that router? Yeah. Press and hold it for 20 seconds. Yeah.
23:00
Speaker 1
[silence] seeing blue and everything's to me, kinda disconnected you're gonna be yell and now it's ready for setup
24:00
Speaker 2
To follow that,瞧, connect your computer to the Wi-Fi its name is underscore Valup setup.
26:00
Speaker 1
and you said it's VLapSetup451. [silence] and it, what's the password? okay. [silence] what I thought. [silence] [silence]
28:00
Speaker 2
Let me double check it for you. Yeah. Four five one. Yeah, that's it. There's a password at the bottom of the router use that it's a default password.
28:00
Speaker 1
Okay, one, waiting for it to check. Network requirements. [silence] It says, cannot connect to this network. [silence] Yeah, that's what I'm gonna do. One second.
30:00
Speaker 2
Is it connected now? Check the password, double check the pass, write.
30:00
Speaker 1
okay. okay, it's connected and secured. It's
31:00
Speaker 2
Okay. All right, back to your browser and go back to myrouter.loco.
31:00
Speaker 1
okay. Same thing, warning, continue. Says connect to Wi-Fi hotspot. Connect to a Wi-Fi hotspot. The Wi-Fi hotspot you're using may require you to go to its sign-in page. Okay. Yep. [silence]
32:00
Speaker 2
Can you continue? asking you to connect to a hotspot? That's weird. [silence] No, that doesn't sound right. Let's use the IP address instead. [silence] I'll give you the IP address. [silence] Type this number into the url bar. [silence] Are you ready? Okay, that's 192.168.1.
32:00
Speaker 1
Okay. Let's get you up and running. Download the Lenovo app. Okay. It's loading. [silence]
33:00
Speaker 2
Okay, what do you say now? Click the image of the phone circular nearby. Smart waif. [silence]
33:00
Speaker 1
Access router, router password, which is the password I typed in, right? Please create a new one. It is. Appreciated. Created a new admin password. And the network's fully reset.
34:00
Speaker 2
admin is the default password or the word admin a-d-m-i-n that's lower case [silence]
34:00
Speaker 1
is successfully reset. Yes, I'm underneath the smart tool, smart wifi tools. Yes. So there's this device and the router to the internet. CA. OK. OK. OK. Yes. Okay, it says routers applying changes. Router not found.
35:00
Speaker 2
and select the last tab under connectivity, that's probably c'a router setup. Click that and create your Wi-Fi name, that's the SSID and the password for your Wi-Fi. Then click set up, now once you're done, you can make use of the same Wi-Fi name and password.
36:00
Speaker 1
Is that's cuz the name changed? Go back to the Wi-Fi. Yeah.
37:00
Speaker 2
correct. yeah. Yep. Go back to Wi-Fi, but I think you can't connect right now. It's still restarting probably. So wait for at least a minute or two. [silence]
37:00
Speaker 1
Woo. I know. [silence] Okay. Okay. Okay. Oh it's connected.
38:00
Speaker 2
Connected? Okay. Um back to the admin page, go back to uh, do you remember the number I gave you? The 192.168.1.1.1. That's okay. I'll walk you to open browser, go back to your Microsoft Edge. All right, type this number in to the web address bar. 192.168.1.1. Enter. Are you back to the admin page? [silence]
40:00
Speaker 1
yes and then Wi-Fi settings okay I'm there
41:00
Speaker 2
All right, go to I mean, click the C again. Then this time go to Wi-Fi settings. Oh, ah, my bad. I was actually speaking out. I didn't notice I was mute. But but yeah, so the 2.4, what is it trying to... [silence] I don't know what's going on. [silence]
41:00
Speaker 1
What was that again? Sorry. Yeah, the channel, set the auto, and the with is set the auto. Eleven, okay. Okay? Yes.
42:00
Speaker 2
the 2.4 gigahertz, what's the channel of that? is it sets auto? if yes, change that to 11. okay, for the channel, set that to 11. yes. for the 5 gigahertz number one, is it attractant? no, it's to do all that. for the 5 gigahertz, set that to 48. trying to fly. security mode. what is it? is it WPA2 personal? all right, click apply.
42:00
Speaker 1
The router has to restart and gas continue applying the changes. Silicon Valley yeah it's solid but on my computer it shows no internet like I to have to re-connect to it physically
43:00
Speaker 2
Is it now booted up or is it still booting up? Okay, let's back to your computer and we're gonna check the firmware now.
45:00
Speaker 1
yeah no it shows internet okay I'm back to the home page of the smart Wi-Fi sun journey I went to it
46:00
Speaker 2
right, right... is your computer connected now? is still no internet? Okay, Okay. alright let's go back to 192.168.1.1. Okay, go to connectivity, first tab that's basic, and there's inside it there's a box, inside the box there's a word details beside it there's a drop down arrow.
46:00
Speaker 1
The current version is 1.1.7.2469. Okay, troubleshooting report. Yes.
47:00
Speaker 2
Click that and tell me the former version. The current version. Thank you. Click okay and go to troubleshooting this time. And the troubleshooting there are three tabs beside it. I mean below that there's devices and report on the first tab. Click report. Scroll down all the way to the very bottom of that.
47:00
Speaker 1
Ports, yes. Yes, there's two of them. The X is underneath the one gigabit. Yeah, they're all empty.
48:00
Speaker 2
At Yulsee Sports, beside the word internet, they have a box, right? Where's the X mark under? Okay, where's that? Go ahead. And the port one, two, and three, is that empty for this X mark? Okay. Select the second tab under troubleshooting. That's diagnostic. For IP or host name, type in 192.168.1.1.
48:00
Speaker 1
the IP Yeah. address "Oh? Yeah got ya? Oh." Okay.
49:00
Speaker 2
[silence] the IP address [silence] number to ping set that to unlimited and then start to ping [silence] can stop that now
49:00
Speaker 1
but did you want [silence] uh, the last line was 40 bytes from the IP address sequence 41, TTL 64[silence].
50:00
Speaker 2
So give me the packet receiving and packet last, just scroll down to the bottom but you have to stop it first.
50:00
Speaker 1
4 time = 0.455 ms it that's all it says it doesn't say anything about pockets [silence] do you want me to close it? no just is this a ping details yes it's not running
51:00
Speaker 2
something No, one second. Not yet. Um, so you, you, you stop it, right? It's, stop right now. It's not running, correct? Okay. So if you're just a scroll down to the very, very bottom of that, you will see the packet receiving list. I know. [silence] so the bottom part of that the ping details scroll down to bottom part you will see you'll see the packet received and loss there should be received and loss let's try again then close that and then start the ping again just 30 seconds ping [ silence ]
51:00
Speaker 1
That failed again. U.S. taxed. no nothing popped up I just closed it and went back and did another sequence um OK I hit stop 25 packets transmitted 25 packets received zero packet loss
53:00
Speaker 2
is there like a request time out or something? oh click this stop, this stop button one more time. Thank you. OK. So you can close that now you can click ok and you want to log into your app, see if you can log in.
54:00
Speaker 1
Let me get into the Belkins, this app. We found a new network head to account. Okay, getting the router settings Yeah, now my app is just glitching out and not working. No, it's just trying to connect to the router.
55:00
Speaker 2
Are you trying to log in using your your email account? Right? Right. But I I think, I I've heard you associated that"> right to your account something like that. So I I that that said, I I think you're you're trying to log in using your email, but unfortunately, I I forgot to tell you that.
56:00
Speaker 1
Yeah, it says we found a new account. Yeah, no, did just please put through a warranty can't do this troubleshooting anymore, I have to go. And get on with my day can we please just push through his warranty, I've moved on to a different router over this Linksys system. Okay. Okay. [silence] Okay.
57:00
Speaker 2
the the cloud server has been discontinued so if you're trying to log in using your email account it will not work anymore you need to log in using your local access admin password the admin password there are two options to log into the app email and router password select the second one sorry to to do that we need the device but so far it's working fine so we need how about observe that for the next 24 to 48 hours see if it's still happening but regarding your app logging using your local access that will work for sure You have other questions? All right. Hope you have a good one. Take care. Bye bye.
57:00