V2 Rubric Detail — 61ea1b8e-603e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 17:54
Duration
11m 41s
Contact
Eric Brailssore
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00132285
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: VLP01_device reconfiguration
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect technical information: agent falsely claimed the VLP01 is no longer supported, which is a critical failure under the rubric (F in auto-zero list — Non-Adherence to Policy/Procedure). This misinformation directly impacts customer trust and resolution path.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication2.50/5
Ownership3.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-40.0)

V2 Grader Summary

The agent failed to resolve the core issue and provided materially inaccurate information by claiming the VLP01 is no longer supported, which is false. While some troubleshooting was attempted and a next step was set, the technical inaccuracy and lack of empathy resulted in an unresolved case. The interaction meets auto-zero criteria due to a critical protocol violation.

V1 Case Analysis

Customer unable to access admin UI (privacy error) after factory reset on VLP01. Agent advised 30s reset, browser troubleshooting, and offered email with recovery reset steps. Stated unit no longer supported. No resolution confirmed.

Troubleshooting Steps
  • Collected serial number and identified model as VLP01.
  • Advised a 30-second hard reset (incorrect duration for model).
  • Suggested clearing browser cache, using incognito/private mode, and trying different browsers.
  • Recommended trying http://myrouter.local as an alternate URL.
  • Incorrectly stated the unit is no longer supported.
  • Offered to send an email with recovery reset steps.
Key Observations
  • Agent did not verify physical connectivity (Ethernet/Wi-Fi) or power state of the router before troubleshooting.
  • Reset duration of 30 seconds exceeds the 10-second requirement for VLP01, potentially causing unnecessary delays.
  • Agent incorrectly declared the device 'no longer supported' without checking warranty or eligibility.
  • No mention of the direct UI URL workaround (http://192.168.1.1/ui/local/dynamic/index.html) for blank page or privacy errors.
  • No HappyFox case was created or referenced, violating case management protocol.
Positive Highlights
  • Correctly identified the model as VLP01 early in the call using the serial number [03:00].
  • Collected the full serial number accurately from customer spelling [03:00].
  • Offered to send a detailed email with step-by-step recovery instructions, providing a self-help path [05:00].
  • Suggested using http://myrouter.local as an alternate access method, which is a valid workaround for some models [08:00].
Agent Errors / Gaps
  • Provided an incorrect reset duration (30 seconds instead of 10 seconds) for VLP01 [04:00, 05:00].
  • Stated the device was no longer supported without verifying warranty status or eligibility [05:00].
  • Failed to confirm whether the customer’s device was connected via Wi-Fi or Ethernet before troubleshooting [04:00].
  • Omitted the direct UI URL workaround (http://192.168.1.1/ui/local/dynamic/index.html) known to resolve blank page issues post-reset.
  • Did not create or reference a support case in HappyFox, violating case management protocol.
  • Repeated browser troubleshooting steps (cache, incognito, alternate browsers) without confirming outcomes or isolating the issue [08:00, 09:00].
  • Allowed the customer to drive the call by reacting to repeated failures without re-evaluating the approach.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved access to the router UI; only promised an email with steps, which was not confirmed as effective.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested trying different browsers, incognito mode, clearing cache, and using myrouter.local, but skipped critical checks like LED status, wired connection verification, or power cycling modem/router.
R3 Not Met Correct resolution path conf 95%
Agent stated 'we are no longer supporting the unit' without verifying warranty status via serial lookup; VLP01 is a current product used for temporary setups, so this was an incorrect determination.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (connection not private error) and asked for reset duration and serial number, but failed to ask about LED behavior, connection type (wired/wireless), or prior setup success.
T2 Partially Met Appropriate tools / resources used conf 80%
No diagnostic tools (e.g., remote session, log review) were used; however, for this local access issue, tool use was not strictly required, and KB-based guidance was appropriate.
T3 Not Met No misinformation conf 95%
Agent incorrectly claimed the VLP01 is no longer supported — the VLP series is actively supported for temporary network setup; this materially inaccurate statement undermines trust and guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provided some direction but used excessive filler ('m.m.m.m.m.okay'), repeated 'um', allowed long silences, and lacked clear framing or transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but inconsistently addressed customer as 'sir' and 'ma'am' without confirmation, and did not verify understanding after key steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent remained on the call and committed to sending an email, but did not attempt a live resolution or follow through with real-time troubleshooting.
O2 Met Proactive follow-through conf 95%
Agent clearly stated they would send a step-by-step email within three minutes and instructed the customer to check it, setting a concrete next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was a first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was made, and none was warranted — the issue was within scope for L1 support despite the agent’s incorrect claim about discontinuation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration, repeated attempts, or expressed empathy; tone remained transactional throughout.
X2 Not Met Tone & rapport conf 90%
Agent maintained a rigid, scripted pace and did not adapt to customer’s growing confusion or emotional state; no engagement adjustments were made.
X3 Not Met Overall experience conf 95%
Customer had to repeat email address multiple times and re-perform failed steps; agent did not consolidate information or reduce redundant effort.
Call Transcript21 turns · 22 lines
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 two. Please select from the following options. For in-warranty products our support team is available to help with performance and hardware issues. 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 two. To hear these options again,
00:00
Speaker 1
Hello. So I'm having problems setting up my router after I factory reset it.
01:00
Speaker 2
press eight. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, pay support option may be available depending on the issue. Thank you for calling. This is L from LynxIS. How can I help? [silence] [silence] Hello. Yes, sir. This is L from LynxIS. How can I help?
01:00
Speaker 1
I like I connect to it. When I try and do like the, like the my router thing, it just, the browser is telling me that the connection is not private. And when I try and like bypass that, it's like won't go into it. And Um, I mean, all I can do is like, like hit show details and press visit the website. But when you do that, it doesn't do anything. Here. It is 3 8. Choose.
02:00
Speaker 2
Okay. There's a connection that's not private, what are your options there? Okay. Can you provide me first sir, the serial number? Let me double check.
02:00
Speaker 1
B 1 0 M 5 2 C. 0 7 6 7 8. I'm not sure what the bottom is. uh, like an hour ago. at least I did it. Yeah. It said 10 seconds but I just did it longer. okay.
03:00
Speaker 2
okay, thank you so much. let me just, put a nail, um, up here. Okay, this is the the VL- P- 01 Model. Okay. How long did you press the reset button? uh, no, how long, sir? I like how many seconds did you press and hold the reset? at least a minute. Um, okay. And the, did you, uh, okay. well, maybe what we can do
03:00
Speaker 1
Yeah, I've tried all the browsers.
04:00
Speaker 2
for this one, sir, do one last reset. But instead of a minute, press and hold the reset button for at least 30 seconds, and then make sure that your the device that you're using is connected to the Wi-Fi or directly wired to the commands router. And then after that one, try to go back to or to the try, sir. try using a different browser instead. also. Have you tried to clear cache as well, sir? Okay. Clear cache or user private window or incognito.
04:00
Speaker 1
I just reset it again.
05:00
Speaker 2
remember window to access the IP address, but do one last reset first for this one. Um, I can send you an email step-by-step if you want. So that you can set it up. And then give it like two to three minutes to recover, and then after two to three minutes, you can um do the setup again. So we have two options to to set this one up. Uh, usually it was three, but you can try the the first method and then the manual setup. And then for this one, I cannot um walk you through over the phone because we are no longer supporting the unit. Uh, I can only send you an email step-by-step sir that you can try for the possible workaround on how you can actually set it up.
05:00
Speaker 1
Yeah. Yeah. It'll be eric.ibrailsford@gmail.com. Yeah. It'll be eric.ibrailsford@gmail.com. Bravo for Bravo. [silence] Yeah.
06:00
Speaker 2
Okay. Do you have an email that I can send it to? [silence] Okay. can I have the email? Can you spell that one for me? So let me spell, let me read it first just to make sure. that is ERIC. That is V for Victor, right? B for Bravo, okay. So B R A I L S S O R E @ gmail.com. Okay, and
06:00
Speaker 1
Yeah. Okay. uh how many years um let me know not until I try those yeah I just reset it and it's still doing the same thing yeah
07:00
Speaker 2
name and last name info, same on the email. Okay. All right, so give me, ma'am, three minutes after this phone call, and then check your email, then follow the step-by-step that I'll be putting on the email, okay? Okay. All right, anything else, ma'am? Do you have any follow-up questions? [silence] Yes, sir. [silence] It's still showing the privacy error, our connection is not private. [silence]
07:00
Speaker 1
I can't get into the 192.168.1.1. It just sends in and I like, I cannot get into there. Yeah, Safaris time. But it is on everything. Yeah, same thing. [silence]
08:00
Speaker 2
um, Did you use a different browser? Okay. But, try to do a clear cache or maybe use Google Chrome instead. Hmm, Okay. Aside from the default one, maybe you can user myrouter.local. Can you try to?
08:00
Speaker 1
Yeah. Yeah, we used both. We do the same thing. Yeah, I've done that, too. I'm sorry. You're just texting. Yeah. Two. Two. Yeah, I've tried both of them and, like, using them both but, like, I, the main, like, router. Yeah, it's still the same thing. Like, the problem is I just can't get into the.
09:00
Speaker 2
okay. Have you tried so use ok maybe you can try using a different device. And then did you try the incognito window? Did you try, sir, private window or incognito window? okay. How many do you have, sir, for the vlp 01 or how many linksys nodes do you have? two like, you switch nodes, already.
09:00
Speaker 1
And then the app, I've tried using the app too, and that like won't find the router. Even though I'm connected to it. I've had it set up before. It was just when I reset it once, it like wouldn't reconnect back to the internet. And now I just can't get it to set up. [silence]
10:00
Speaker 2
m.m.m.m.m.m.okay okay okay okay um what I hmm well for this one okay well what I could do for you um aside from the reset you can do a recovery reset so that will remove any possible bugs or glitches and then it will usually the recovery reset will actually fix any um mis-configuration that's not allowing you to log into the 192.168.1.1 or route you um I'll send you the email step by step on how you can do the recovery reset and then after the recovery reset you need to get code. "recovery reset, then you can try to access again the 192. Uh-huh. Uh-huh. So, um, yeah, I'll--give me three minutes, I'll provide you the step-by-step for the recovery reset. all right. so, um, yeah, anything else? uh-huh. thank you so much, sir, for taking the time, calling Linksys. you have a great day--stay okay? you take care. thank you, sir, bye-bye."
10:00