V2 Rubric Detail — 64dae5a2-6bf2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 15:20
Duration
15m 51s
Contact
Shawn Ramsey
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00134061
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot access the web ui locally
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall91.7% (+11.7)

V2 Grader Summary

The agent resolved the customer's setup issue by guiding them to access the router via 192.168.1.1, completed Wi-Fi customization, and updated warranty upon receipt. All technical steps were accurate, ownership was maintained, and the interaction remained professional despite minor pacing issues. No escalation was needed.

V1 Case Analysis

Customer changed Wi-Fi SSID/password on LN1600 Velop; warranty verified and updated to June 2029.

Troubleshooting Steps
  • Verified serial and model numbers.
  • Directed customer to local router URL (192.168.1.1) after myrouter.info error.
  • Assisted with admin password entry and navigation to Wi-Fi settings.
  • Saved new SSID and password and explained device reconnection.
  • Collected receipt screenshot, reviewed purchase date, and updated warranty status.
Key Observations
  • Customer struggled to read serial number; agent required multiple attempts to confirm it.
  • Agent asked irrelevant questions about number of packs and device count, which did not aid resolution and added minor confusion.
  • No HappyFox case number was created or referenced during the call, a clear protocol miss.
  • Agent correctly used local IP (192.168.1.1) when myrouter.info failed, aligning with KB guidance for LN series.
  • Warranty verification was handled correctly using customer-provided receipt.
Positive Highlights
  • Correctly directed customer to use http://192.168.1.1 for local access when myrouter.info failed, per KB guidance for LN series.
  • Accurately guided customer through SSID and password change process, including the need to reconnect devices.
  • Successfully verified and updated warranty status using customer-provided receipt, confirming coverage until June 8, 2029.
  • Provided clear explanation of guest network functionality upon customer inquiry.
Agent Errors / Gaps
  • Did not create or reference a HappyFox case number despite performing warranty lookup and technical support.
  • Asked irrelevant questions (e.g., 'how many packs?', 'how many linksys device you have') that did not contribute to troubleshooting and reduced efficiency.
  • Did not confirm customer's ability to access the web interface before proceeding, though the customer eventually succeeded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer successfully changed Wi-Fi name/password and agent confirmed router LED solid white; warranty updated after receipt provided.
R2 Met Diagnostic thoroughness conf 96%
Agent guided customer to use 192.168.1.1 when myrouter.info failed, instructed on password entry, and confirmed setup completion.
R3 Met Correct resolution path conf 97%
Correctly identified in-warranty status, requested proof of purchase, updated warranty upon receipt, and completed setup without dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified access error and suggested IP fallback, but did not diagnose why myrouter.info failed (e.g., DNS, browser, device-specific issue).
T2 Met Appropriate tools / resources used conf 95%
Correctly directed use of local web interface (192.168.1.1) to access router settings — appropriate tool for the issue.
T3 Met No misinformation conf 98%
All instructions (IP address, password input, guest network explanation, warranty duration) were factually correct per KB.
Communication
C1 Partially Met Clear & professional language conf 82%
Call had multiple silences, agent repeated prompts unclearly, and struggled with model/serial verification, losing momentum.
C2 Met Confirmed understanding conf 94%
Used plain language, explained guest network simply, confirmed understanding during setup steps.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Took full ownership: handled setup, serial/model verification, warranty update, and closure without transfers.
O2 Met Proactive follow-through conf 95%
Clearly communicated next steps (send receipt screenshot), confirmed receipt received, and verified warranty update.
O3 Met Closure confirmation conf 90%
Referenced existing record ('you have already a record here now') and did not re-ask prior information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was required — issue was setup and warranty related, within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Remained patient despite customer frustration and repetition, used polite language ('No worries', 'you're welcome').
X2 Met Tone & rapport conf 93%
Adjusted pace to customer’s effort, paused during setup steps, and confirmed progress ('saving the new settings').
X3 Met Overall experience conf 94%
Avoided unnecessary repetition; accepted receipt via email, minimized customer effort in warranty update.
Call Transcript28 turns · 30 lines
Speaker 1
Yes, I just got a brand new LinkSys Velop micro 7 router with two notes.
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. Please have your devices, serial number, and contact information ready, if un available. Kindly call back later for out of warranty product. Paid support option may be available depending on the issue. Thank you for calling Linksys. This is May. How can I help you? Let's review.
00:00
Speaker 1
Where do I find this serial number? Would it be on the child nodes, too? I'm sorry, what? Oh, OK. Sorry. I just didn't hear you. I'm walking to the to one of the nodes. Okay, the serial number is, hang on, [I've got a mind. Oh, I can't see it. Um, damn it. Um, 65G109M29284G0079.
01:00
Speaker 2
It's on the device itself underneath on the sticker, if you have the box, it's yes, any of your nodes. Okay. Um,
01:00
Speaker 1
Oh, zero, 590. I hope I... It's so small. Okay, sorry, I'm going to try this one more time. Okay, 65G10M27F00590. Uh... It's um... Oh, okay, sorry, it's so small. The model number is LN1600SHAWNY...
02:00
Speaker 2
just to make sure that six five Zoey for George 10. My 27 F for frank, 00590. is that right? Okay. When I check it here it shows no data. So what's the model number? Model number, fuel. What's your email address? For me to create a ticket here. BRI. And what's your first and last name just to complete your record? Okay. And your internet service provider, who is it? Okay, Did you call us back, you have already a record here now. And you said that you just purchased this um, this Linksys router. I'll be needing the receipt for that. Are you able to keep the receipt, like any proof of purchase if you ordered it? Mm-hmm.
02:00
Speaker 1
Well I've set it up and what I wanna do is personalize my Wi-Fi name and password, which I know is possible. Yes, I'm working off of Mac. uh uh I try I've I've tried I've tried it says visit my router.info to personalize your Wi-Fi name. I did and I'm getting an error message that says your current device is not connected to okay, what what if you're trying to administer.
04:00
Speaker 2
Your web site and you're trying to set it up, right?
04:00
Speaker 1
Three.
05:00
Speaker 2
Would you browser and and and on the address bar the numbers instead IP address 192.168.1.1 I know you Sean you purchased three packs or two? How many linksys device you have there in total? Okay, so, uh yeah going back sort and drop. What's the page you have there? Okay, click continue below. Click continue or advanced. Click advanced. And visit the website or proceed. [silence]
05:00
Speaker 1
Okay, enter your router's pass-number to proceed. Now I want to customize all this, so I'm entering my pass, sorry, my router's. Okay, it says enter your router's password to proceed, so that's what I'm trying to do. It's just taking me a minute. MDM9PHXC, add two. Oh, okay. Okay. Oh, here it's prompting me to personalize it. So, so I just type it. Okay, hang on one minute. Okay. um hang on one minute uh okay sorry I just want to verify I've got the right okay do you okay let me see ooh okay I'm trying I hope I've got the right I think it's aircube dash 328 so z z can you change it a second time okay z z
06:00
Speaker 2
we need to remember that one in order for you to log in any time to the cnn settings using that updated password. Uh, you you can change it once you can log into the router settings, you can update it anytime.
07:00
Speaker 1
CJ, M3 two WD, L, You okay. What's the advantage of turning on a guest network? [silence] [silence]
08:00
Speaker 2
[silence] If you enable that if you have visitors in the future, you can provide them the password for the guest only. It's a separate Wi-Fi for them not to access your main Wi-Fi. It's a secure connection. We're in um you can it's like a public Wi-Fi. Let's just say it like that. And you have your private Wi-Fi, which is uh the first one that it asked you to configure. So it's up to you if you want to enable that. Anyways, you can enable it in the future if ever you have visitors that you want that wanted to connect to your Wi-Fi. [silence]
08:00
Speaker 1
Okay. Okay, Ransom Wi-F will briefly turn off and then on again.
09:00
Speaker 2
[silence] Okay, saving the new settings. [silence] Okay, earlier it asks you to give a Wi-Fi name and password, right? Okay. Good. [silence]
09:00
Speaker 1
Oh, it looks like it's working. Uh, it well, hang on a minute. Um, sorry, let me do something quickly. Okay. Here are two. Oh.
10:00
Speaker 2
your link says it's solid white on top
10:00
Speaker 1
W, B, B, B, B, B, Q. Reconnect your Wi-Fi, your routers Wi-Fi to continue the setup. How do I do that? Okay. Okay. So, yep. Okay. It looks like I got it. Please wait if we download and reboot your device. Okay. So, just while I have you on the phone, the reason I wanted to change the network name and the password is I have everything in my whole house
11:00
Speaker 2
you reconnect your laptop to the new Wi-Fi you set up earlier. Okay, so the rest of the devices will then connect to the new Wi-Fi you set up.
11:00
Speaker 1
House is connected to Wi-Fi, my garage door's everything, the thermostat. And so I used the old router name and password, I was told that those devices would automatically reconnect if I named my new router the same. Okay. Alright, well, I think I got my phone on. So, and it looks like my computer's on. So, okay. Alright. Amazing. Mm-hmm. Um...
12:00
Speaker 2
[silence]
12:00
Speaker 1
Okay, what am I looking for? Um pulling up uh, oh crap. Let's see, I wanna, I found it here, uh, invoice. Okay, what am I looking for my order number or what? Oh, okay. Um, Let me see if I can get this.
13:00
Speaker 2
here [silence] uh just just screenshot uh yeah just the just the screenshot showing the order date and then the device being ordered. So that one you can you can take a screenshot and then [silence] you can reply to the email providing that picture. Just like that.
13:00
Speaker 1
All right, I'm sending it to you. You should have gotten it. Well, I just sent it up. We'll get it a minute again. I just resend it. I don't know what happened, if it didn't send or what. But yeah, you should see it. It's at the bottom of that Amazon receipt. at the bottom again.
14:00
Speaker 2
Okay, let me check. Okay. Receive it here. Ah, one second. Mmm. You just sent it right now? Okay. Yeah, it will just take a couple of minutes for it to appear.
14:00
Speaker 1
I don't have to do an do I have to do anything else to get the warranty? Okay. Okay, thank you. Yep, okay, all good. Thank you. Bye.
15:00
Speaker 2
No worries. I'll update here the warranty based on the date indicated on the receipt. Do you have any other concern? By the way? Mhm. Uh, no need. Um, I was able to check it here now. The one that you sent and it shows here the date of purchase, uh, was this month around June 8th. Uh, I mean 8th. So, which means your, will be still in warranty up until year 2029, June 8th. Okay. All right. Yep, I already updated here the warranty. You're welcome. Okay, yep. Bye bye.
15:00