V2 Rubric Detail — 64de1ab8-8134-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 16:35
Duration
25m 41s
Contact
606-584-4548
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00137491
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_need to get IP details of the router for the TV
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall64.0% (+10.0)

V2 Grader Summary

The agent successfully guided the customer through logical steps to access router settings and retrieve network information (R2 Met), but provided materially incorrect technical guidance by conflating WAN and LAN IP addresses (T3 Not Met), leaving the issue partially unresolved (R1 Partially Met). Communication and ownership were generally adequate but lacked full empathy and clear next-step commitments. No auto-zero triggers were identified as the interaction remained professional despite technical inaccuracies.

V1 Case Analysis

Customer requested IP, subnet mask, gateway, and DNS for TV setup. Agent guided to myrouter.local and Troubleshooting > Report. Customer accessed page but agent did not confirm all values were retrieved. Off-topic node/extender suggestion made. Issue unresolved.

Troubleshooting Steps
  • Collected router model (MX4200) and serial number.
  • Guided customer to access the router's local web interface via myrouter.local.
  • Instructed navigation to Settings → Troubleshooting → Report to view network information.
  • Confirmed location of IPv4 address, DNS servers, and default gateway in the Report.
Key Observations
  • Agent correctly identified myrouter.local as the access URL and explained how to bypass browser security warnings.
  • Agent accurately directed the customer to Troubleshooting > Report where IPv4 Internet address, default gateway, and DNS1/DNS2 are displayed.
  • Agent failed to confirm the customer was successfully logged into the router UI before giving further instructions.
  • Instructions for locating the subnet mask were incomplete — it is present in the Report under 'Router Information' but not explicitly highlighted.
  • Agent introduced off-topic hardware recommendations (additional node/extender) that did not address the immediate request.
  • Customer expressed frustration with browser and Norton utility interference, which was not adequately acknowledged.
Positive Highlights
  • Correctly identified and used the proper local access URL (myrouter.local) for the MX4200.
  • Accurately guided the customer to Troubleshooting > Report where IPv4 Internet address, default gateway, and DNS1/DNS2 are displayed.
  • Correctly explained that entering the recovery key resets only the admin password, not network settings.
  • Collected complete serial number and confirmed router model (MX4200), which is relevant for support eligibility.
  • Recognized that the Linksys app does not display the required network configuration details and pivoted to web UI.
Agent Errors / Gaps
  • Did not verify that the customer successfully logged into the router UI before proceeding with navigation instructions.
  • Provided incomplete guidance on locating the subnet mask in the Report section — it is present under 'Router Information' but not explicitly mentioned.
  • Introduced irrelevant troubleshooting path by suggesting purchase of additional hardware (node/extender) instead of focusing on information retrieval.
  • Failed to summarize or confirm that all required values (IP, subnet mask, gateway, DNS) were successfully retrieved by the customer.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent guided customer to retrieve IP/gateway/DNS via router UI, but customer remained uncertain about success and considered buying a new TV; no confirmation of successful connection.
R2 Met Diagnostic thoroughness conf 95%
Agent directed logical, sequenced troubleshooting: verified device, accessed myrouter.local, navigated to Troubleshooting > Report to locate network information, meaningfully advancing the path.
R3 Met Correct resolution path conf 100%
Agent selected appropriate self-service path for out-of-warranty MX4200, avoiding dismissal or escalation; focused on router admin interface rather than warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent collected router model, serial number, and ISP, but did not diagnose current TV network state or confirm Wi-Fi connectivity before proceeding with instructions.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used myrouter.local and the router's web UI—correct tools for retrieving LAN configuration details required for TV setup.
T3 Not Met No misinformation conf 100%
Agent explicitly stated 'internet connection IPv4... is the IP address of your router,' conflating WAN (Internet) IP with LAN IP; this materially incorrect information would prevent TV from connecting to the local network.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call control and stayed on line, but lacked clear opening framing, experienced unexplained silences, and allowed conversation to drift without firm transitions.
C2 Partially Met Confirmed understanding conf 85%
Agent used polite language but did not adapt technical terms or consistently confirm understanding; customer repeatedly asked 'what do you say?' indicating confusion with jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, remained on the line through technical difficulties, and did not transfer or avoid responsibility for the request.
O2 Partially Met Proactive follow-through conf 80%
Agent provided minimal next steps ('you can call us back') without specific timeline or callback commitment, but did not abandon the interaction or close prematurely.
O3 Not Applicable Closure confirmation conf 100%
This was confirmed as the first contact with no prior case history referenced; no continuity gaps or handoff context to assess.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this informational request about retrieving network settings.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and patient during customer frustration and technical issues, but did not explicitly acknowledge emotional state or recognize repeated effort on repeat contacts.
X2 Partially Met Tone & rapport conf 80%
Agent stayed engaged and allowed time for customer actions (e.g., computer reboot), but failed to adjust communication when customer expressed repeated confusion ('what do you say?').
X3 Partially Met Overall experience conf 85%
Customer performed all actions (navigating UI, taking screenshots) with agent guidance, but agent did not reduce effort by handling router-side actions or minimizing repetition.
Call Transcript42 turns · 44 lines
Speaker 1
Hello, yes, I'm trying to get some information to hook up a TV to my Internet. And like I'm going to need the IP address, the subnet mask, the gateway and the DNS server from my Linksys. Can you help me with that? It is Limestone Cable, which is a local company. [silence]
00:00
Speaker 2
welcome to Lenxus support. to ensure quality service, your call may be monitored. certain products will be supported, while end of support products will have self-help options available. please have your serial number ready and stay on the line for assistance. [silence] thank you for calling Lenxus. Dezel, how can I help you? [mumbling] we can double check that one for you, ma'am. What's the what's your Internet service provider first for reference?
00:00
Speaker 1
m
01:00
Speaker 2
Okay. And then what's the brand of your TV? Did you need the IP address, the SUBNET mask, the gateway? Samsung. Okay. All right. And can we have the serial number of your LINKSYS router? Thank you so much. Let me repeat that one just to make sure that is 3-8-U- 4- UNIFORM-10-M-4-MIC 6-5- T- CHARLIE- B-R-A-V-O-0-9808-8 Okay, thank you. Let me just pull that one up here.
01:00
Speaker 1
Yes. It has a C, it has a C at the end of it, MX 4200C. Yes, Susan Suzanne s-u-z-a-n [sóllay]: J Ross R-O S as in Sam, s as in Sam at gmail.com. Susan Ross. [silence]
02:00
Speaker 2
This one, ma'am, is the MX4200. The model number, okay. All right, let me just create the case for the 200C. Thank you so much. All right. Let me create a cae ticket first before we move forward with your concern. Can you provide me an email address? Thank you so much. And first name and last name.
02:00
Speaker 1
606-5844548. two. yes yes that's what I'm trying to do it's connected to the wi-fi I don't see I don't think it's a smart TV I think it's a like but I called Samsung and they act like I should be able to do it and so then when we they saw I took a I was facetiming with them and they said oh you need that the information I just told you I need the IP address and
03:00
Speaker 2
okay, thank you. And this is the best callback number in case the call gets disconnected. Okay, thank you so much, ma'am. And how many MX 4200 do you have? Two. Okay. So you need those IP address, default gateway, DNS server, and a subnet mask to connect your TV to the internet. Have you tried to connect your TV ma'am to the wi-fi? What's the
03:00
Speaker 1
[silence] it's not like you know like other it's an older TV. but it does say you can you can you can set that up manually with that information. [silence] what kind of app? hold on. [silence] let me check. [silence] hold on. [silence] Yes, okay, let's see. [silence] Hmm. [silence] okay. [silence] yes, I do. [silence] Yes, I'm on it. [silence]
04:00
Speaker 2
I see. Um, do you have the Linksys app? Uh, the Linksys app, ma'am? Do you have the Linksys app? Okay. Okay. Can you open the Linksys app for me? Okay. What can you see on the app?
04:00
Speaker 1
It tells the name of my account name and it says internet online 12 devices two nodes and it has router and child node with blue things on it.
05:00
Speaker 2
Okay. Okay. Um. We don't have that option on the linkly app. Can you open a browser for me ma'am?
05:00
Speaker 1
my phone okay [silence] why am I getting a warning when I'm trying to access my water [silence] your connection is not secure [silence] Yeah, I'm like it's doing all kinds of crazy stuff. Continue there we go. Okay. [silence] This connection is not private that's coming from um. Okay. I put that Norton utilities on my phone and I wish I never would have. It stops you from doing things, but I think I've got it. It's [silence]
06:00
Speaker 2
yes on your phone and then um on the address bar where you usually type the website um I want you to type there myrouter. local it's normal because yeah that's actually a browser based prompt message do you have an option to proceed
06:00
Speaker 1
working. Sledge. kinda blinking back and forth. I don't know if it's gonna work or not. It's just like blinking blue. Maybe I should click off of it. okay. it's not working. no. Yeah, let me see if I I thought it was turned off. Like I told you that it's not connected. The VPN is not connected. So it says not connected. All right, let me try it one more time. Okay, http://myrouter.local. I thought on that app I saw a place where we might be able to switching spot. That's crazy. It just goes crazy. Safari. Let me try Google.
07:00
Speaker 2
I see. Okay. Do you have any VPN on your phone? Okay. Okay. My router.local. What browser are you using? Okay.
07:00
Speaker 1
Okay, it takes me to accessing link. Okay, I'm on it. Okay, now it shows me it's on Linksys. It sent me to Linksys, so you all. Is that where you wanted me to go? It says, um, how to access Linksys routers web interface.
08:00
Speaker 2
Sorry, what do you have? Oh, yes. I need you to go to Linksys, but can you tell me what you can what you can totally see on the page for Linksys?
08:00
Speaker 1
and it tells me local address, enter your router's default IP address, or MyRouter.local. Then press enter. So it sent me to like a how-to page, hold on. I just, I don't know what I'm, it comes up Ask Google, Google, which I don't really want to ask. I just want to go to a, um, they're just getting more and more complicated, aren't they? I go to Google and I'm on Ask Google. I don't know how to get onto
09:00
Speaker 2
Okay. Um did you use Memecrome? or just the regular Google? [silence]
09:00
Speaker 1
a regular... Okay. And so what was I searching, my router? [silence]
10:00
Speaker 2
M Okay. Yeah, just close now, ma'am. Um, and then, maybe you can pull up Chrome, instead of that, uh, Google app? [silence] Yes, myrouter.local.
10:00
Speaker 1
It, it, takes, takes me to like a lot of, of, choices. Yeah, but, but it sent me to Google. Maybe, maybe I should, you want me to go get on my computer? Let me, let me, let me get my computer. Okay, hold on. AI wants to do everything for me, even what I don't want it to do, right? What do you say? What do you say? What do you say? What do you say? What do you say? [silence] What do you say? [silence] What do you say? What do you say? What [silence]
11:00
Speaker 2
but are you using Chrome now? Okay. Can, um, do you have, Yeah, we can, if you have a computer.
11:00
Speaker 1
Okay, I just came back from a trip, so I have to power up my computer. Let's take a minute. [silence]
12:00
Speaker 2
That's fine. You can take your time. Let me know once you're ready.
12:00
Speaker 1
Okay. It says to set up my admin password so I can access settings when I'm not online. My router.local/ uh yeah. It's Linksys smart Wi-Fi. My router.local UI dot. I had to go through a couple of things. It wants the recovery key. So should I set, give it the recovery key? I don't know if I. why do I want to reset this? So, let me go back. I don't know.
14:00
Speaker 2
You're on my router.local, right? Um, that's for the, um, if it's asking for your recovery key, it'll only ask you to reset the router, the password that is used to log in to the web interface and into the Linksys app. It will not affect your [silence]
14:00
Speaker 1
So it's okay. [silence] Okay. I took a picture of it. So I have it. [silence] Okay. The recovery. Okay. Here we go. Wait a minute. that's now it's slowed down. All right. Okay. Submit. [silence] And I have to do it admin password. Let me see if I already have one. Hold the moon. Because I don't want to have to reset it. If I put it in my, um, password keeper. Hold on.
15:00
Speaker 2
Wi-Fi name, and then the Wi-Fi password that you associated already with your network. Yeah, it's okay if you um, it's okay if it will reset the router password, so the five digit recovery key you will find it at the bottom of the main node, okay.
15:00
Speaker 1
Okay. I don't see that I have one. All right. Let me write it down. Okay. So, um, [silence]
16:00
Speaker 2
okay, so yes, sorry, um, so you need MEM, the IP address to submit mass and a default gateway, so you can see linksy smart WiFi tools and then the option. [ silence ]
18:00
Speaker 1
Okay. Okay.
19:00
Speaker 2
Connections. And then router settings and then connectivity, troubleshooting, Wi-Fi settings and security. So since you need that information, I need you to select troubleshooting under router settings. And then after you click troubleshooting, you have status, diagnostics and logs. So under status, you have devices and report. So I need you to select report. all right. So under reporter, you have router information and then scroll down, look for internet connection IP v4. So that is your internet IP ah, internet address. That is the IP address of your router.
19:00
Speaker 1
[silence] So, do they want, when they ask for DNS server, is that the DNS one? Okay. Okay. All right. So that's my IP. Internet address is the IP and. Okay, that's the same thing, internet. Okay, I took a picture of it so I can, so I can, have to go down to the basement to work on this. And in the subnet, got that and then the default gateway and in the DNS one and two. Okay. Got it. All right. Well, I'll work on that. And I guess if it doesn't work, I'm just going to go buy another TV. So,
20:00
Speaker 2
the default gateway the DNS one DNS two so that's the DNS server so that is the information that you have that you need and [silence] what you yeah DNS one and and DNS two that is your DNS servers you can use one or DNS two [silence] the IP address yes yes all right mm well you
20:00
Speaker 1
no uh uh it's upstairs we had one for a while and it didn't seem to it didn't seem to do any good down there so because it's you know so I don't know we'll see if it works or not that like you said that might be the problem is that the there's not enough power going down there uh-huh gotcha okay and so [silence] well the this shows you how much power it's using for for something else and so the the the route that it's taking to get down there and so we'll we'll have to see so we've got something that we'll try to to figure out if that's what's going on or not but like you said the that might be the issue well there you go that's a good way to sort of test it uh-huh and if it doesn't work try a different floor [silence] makes sense so [silence] and like it's certainly not doing any good so [silence] oh yeah and you had one [silence] here too right because I remember we had one back around that time remember that [silence] and it just it wasn't really doing much either [silence] so now you're seeing oh okay
21:00
Speaker 2
Okay, you can actually. Oh, okay. You can consider getting like another node or an extender to place it near the TV and then if the TV wouldn't connect to the Wi-Fi, you can use that child node or extender to connect your TV wired instead. So your TV will get an internet connection hardwired if it won't connect to the Wi-Fi.
21:00
Speaker 1
Okay, gotcha. Okay, well, let me ask you one other question that you may or may not know. So,
22:00
Speaker 2
well, as for the child node, the child node, you can actually just purchase another MX 4200. It's just that the child node is much more stable in terms of internet connection so you can get the full speed. So the extender, the extender is that it will create you another network for the Wi-Fi and then it will only provide you 50% of the speed that you're actually getting. So you have the 2.4 and 5 ghz separately for the extender. For the child node, if it's okay with you, you can use one Wi-Fi network. It's just that the extender is much more cheaper than providing another child node. But another child node is much more better in terms of internet stability. as for, that's for, uh, zoom, right?
22:00
Speaker 1
It's because I thought the Zumo box means you didn't need a smart TV, you know? Uh-huh. Yes. Right. So that's what I need to do maybe is I need to hook up the Zumo box. That's what I really thought, and I've they've taken me down this road where I need to be going with the smart TV. But
24:00
Speaker 2
Well, for that one, I think it's actually the same like the, it's actually the same like Firestick from Amazon. So you actually really need, I don't think you really need to have like a smart TV for it as long as that TV is capable to connect like, like Firestick, or this ZumoBox, because that is usually that will provide you, like to get like Netflix, Amazon, Prime Video, as long as you can connect it to the Wi-Fi or as long as you can connect it to the internet, either hard-wired or Wi-Fi. Mhm. Okay, right. If anything else, ma'am, in case of Linksys router concerns, you can just give us a call back, okay? You're welcome. You have a great day now. You take care. [silence]
24:00