V2 Rubric Detail — 65fe3430-7024-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 23:28
Duration
21m 34s
Contact
Daniel Hale
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134690
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA5800 - reinstallation required
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall64.0% (+8.0)

V2 Grader Summary

The customer successfully accessed the router’s web interface and logged in, achieving resolution. While the agent provided technically inaccurate information and disorganized troubleshooting, they persisted and delivered a functional outcome. Communication and technical accuracy were flawed but not fatal to resolution.

V1 Case Analysis

Customer unable to complete initial setup of AC1000 router after factory reset. Agent provided incorrect IP (192.268.1.1), suggested invalid 5-press method, and made unsupported claims about end-of-life status. Customer accessed router UI via http://192.168.1.1 using default admin password ('admin'). Advised to complete setup and consider hardware replacement due to device age.

Troubleshooting Steps
  • Confirmed model (AC1000) and serial number (A106078005257).
  • Suggested 5-press reset method (incorrect for EA Series).
  • Instructed to perform 30-second reset hold (not standard for EA Series).
  • Guided customer to connect to default Wi-Fi SSID and use default admin password ('admin').
  • Provided incorrect local IP address (192.268.1.1), later implied correction to 192.168.1.1.
  • Verified access to router web UI at http://192.168.1.1.
Key Observations
  • Agent provided multiple materially incorrect technical instructions: wrong IP address (192.268.1.1), unsupported 5-press method for EA Series, and misleading claims about firmware/ISP compatibility.
  • No warranty status was collected or discussed, but device age and lack of firmware updates suggest out-of-warranty status.
  • Agent’s instructions were inefficient and included irrelevant or contradictory steps (e.g., 5-press, recovery reset).
  • Customer eventually accessed the router UI, indicating partial resolution, but only after agent corrected from a critical error.
  • Agent failed to verify basic access steps (e.g., correct IP, default credentials) before introducing complex resets.
Positive Highlights
  • Asked for model and serial number early in the call (transcript [02:00]).
  • Correctly identified default admin password as 'admin' and guided customer to use it (transcript [19:00]).
  • Directed customer to connect to default Wi-Fi SSID and locate password on router label (transcript [13:00]).
  • Provided correct final access path via http://192.168.1.1 after initial error.
  • Directed customer to official support website (support.linksys.com) for further self-help (transcript [20:00]).
Agent Errors / Gaps
  • Provided incorrect local IP address: 192.268.1.1 instead of 192.168.1.1 (transcript [17:00]).
  • Suggested 5-press reset method, which is not supported on EA Series routers (transcript [05:00]); per KB, 5-press is only for WHW/MX/MR series without Pair button (universal_5press_models.md).
  • Suggested 30-second reset hold as a troubleshooting step, which is not documented for EA Series factory reset; standard is 10 seconds (universal_factory_reset.md).
  • Claimed the device is 'end of port' and 'not compatible anymore' due to ISP (Mediacom), which is not accurate; EA Series routers do not have regional firmware locks preventing setup.
  • Implied firmware incompatibility prevents setup, but firmware status does not block initial configuration on EA Series routers.
  • Did not collect or discuss warranty status despite device age and support path implications.
  • Failed to confirm correct model family before giving model-specific guidance.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed access to the router interface by stating 'I'm in' after logging in via http://192.168.1.1 with default credentials.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent initiated troubleshooting (asked for model, suggested reset, guided to local login), but steps were disorganized (5-press on EA model, 30-second hold not in KB) and lacked logical flow.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as outdated (E-series), provided best-effort support despite likely OOW status, and gave appropriate guidance to use web interface instead of app.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (app setup failure) and asked for model/ISP, but failed to diagnose connectivity via LED status or IP assignment until late, and skipped key checks like cable connection verification.
T2 Met Appropriate tools / resources used conf 90%
No external tools (remote session, logs) were necessary; issue was resolvable via customer-side actions using standard KB methods (local login).
T3 Not Met No misinformation conf 95%
Agent incorrectly advised 5-press reset (not valid for EA-series), gave wrong IP (192.268.1.1), cited non-existent AI chatbot at support.linksis.com, and provided unapproved pricing advice.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control by guiding steps, but had long silences, abrupt transitions, and failed to set clear expectations or manage the troubleshooting sequence effectively.
C2 Partially Met Confirmed understanding conf 80%
Agent used some accessible language but introduced confusion with technical inaccuracies and inconsistent instructions; did not confirm understanding after complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and persisted with multiple resolution attempts despite challenges.
O2 Partially Met Proactive follow-through conf 85%
Agent advised navigating the web interface and visiting support site, but next steps were vague and lacked timelines or follow-up commitments.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration, but offered free support and encouragement, showing some level of empathy despite lack of direct validation.
X2 Partially Met Tone & rapport conf 80%
Agent continued to engage and adjust pacing slightly, though instructions remained confusing; customer eventually succeeded with login.
X3 Partially Met Overall experience conf 85%
Customer had to repeat steps and was given incorrect procedures (e.g., 5-press), but agent ultimately guided them to success without unnecessary holds or repetition of known info.
Call Transcript33 turns · 37 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. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options, please have Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
00:00
Speaker 1
Hello, my name is Daniel. Yeah. It's uh Daniel Hale, H-A-L-E. Yeah. It's uh H. H-A-L-E dot S com. I don't have a home phone. Um my 404 office after hours. 333 39 33. Gmail com. April 27th, 1976.
01:00
Speaker 2
Your devices 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. Thank you we're calling links, this. My name is Nathan. Do you know who am I speaking? Very young. Uh, this is your first time calling us, Daniel? All right. Let me create a case ticket for you, Daniel. What's your full name, Daniel?
01:00
Speaker 1
[KEEP_UNCERTAIN] I have an old router, uh, the AC1000, and I just did, um, I just did the, like, the firmware reset, uh, by holding down the reset button and turning it off and back on, and it doesn't look like my Linksys app wants to connect to the router, like, for a brand new setup.
02:00
Speaker 2
all right, tell me how can I help you? [silence] Can you tell me what is the model? uh, serial number I should say.
02:00
Speaker 1
a 10 60 78 0 05 257.
03:00
Speaker 2
Let me take a look and check if the device is still okay. You need a factory reset on the router and change the apt to firmware. Then device. You factory reset and apt to firmware. I see. Let me find the solution. Can you still see the default Wi-Fi name on the router?
03:00
Speaker 1
Yeah, I can and um, yeah, I con I connect to it and um, yeah, it just uh, like, it has me uh, like, do the user agreement, um, but I can't like, like, set it up brand new and make like a new password and stuff. [silence] Um, it should be [silence]
04:00
Speaker 2
So the default IP1 you can no internet. Hmm. Let me check because in the system it shows that the device is already end of port. It tries to connect with this example sectum expite the bigger company, the bigger Internet service provider. Because of security concern, the device is old and not compatible anymore. Let me verify. By the way, who's your ISP? Xfinity or Spectrum?
04:00
Speaker 1
like Mediacom like net.com yeah um sorry was that a question or yeah yeah I did um yeah you just have to go to the the default gateway right
05:00
Speaker 2
Um, Mediocom, all right? Mediocom. Maybe there is a chance you can recover this one. How can you, have you done factory, or factory reset prior? You know, then you have. Yes. Did you do the factory reset on the router? you did and don't use the linksys app. There is an issue right now with the linksys app and this device. Uh it will not work. Do you know how to run a setup using the computer? Um yes, okay. And then there's another way this is a third way. You press the reset button five times uh within five seconds. That roughly one press and release.
05:00
Speaker 1
no, I haven't. No. Okay. Oh yeah. Yeah, I actually lost the. So the internet they're all green and some are flashing. Okay. So I pressed it five times. Uh should I try the app or the default gateway? [silence]
06:00
Speaker 2
per second and do it five times have you done that did you try try it let me wait maybe it will work go ahead oh by the way what is the color what is the color of the light on the router [silence] no no no just a [silence]
06:00
Speaker 1
[silence] Okay. Okay. right, right, so it just uh doesn't put me through like like a fresh process of setting it up, even if I go to the default gateway like in a browser. Okay. right, right, so it just uh doesn't put me through like like a fresh process of setting it up, even if I go to the default gateway like in a browser.
07:00
Speaker 2
Uh, signal. Uh, have a, what is the default Wi-Fi name? It will still be the same. Ah, the default password, who can, you can re-configure later. The important thing is it should connect to the internet. As long as your modem is working, it should connect automatically. Is, take a look. By the way, make sure that the cable is connected to the yellow port, or the internet port. Nope. You did right? Yeah. It doesn't go through. Ac satellite, um, yep. The door will turn red. and go right to the, device now. Yeah. It will pop up in Wi-Fi. Yeah, I was just glad not pull. Now we put in Wi-Fi network. Memory password. Pass, ok, ***** wrong password. Wrong password. Wrong.
07:00
Speaker 1
yeah like yes yes and i pressed it five times
08:00
Speaker 2
Do you know that there is a reset? Do you find the reset button underneath? Can you press it and hold it for 30 seconds first and let's see what the color of the light will be. Press and hold 30 seconds. [silence] Did it work? Mm-mm.
08:00
Speaker 1
uh they're still green mmhmm mmhmm Okay. Sure. Mmhmm. Okay,
09:00
Speaker 2
still green? oh it didn't did it right? it's not responding right? it should respond it should turn off and turn red. Okay. er this could be a hardware issue. Okay let's do one more thing let's do a recovery reset. It is a 10 steps. You need to turn off and turn on the device. Okay. Same thing. Let me find the instruction. Now uh I will be the one to count and then I will tell you what to do. Get ready? Okay. I need you to unplug the power of the router. Tell me when that
09:00
Speaker 1
Okay. sweep. cut whole thing sweep sweep sweep. we're getting text from the slow. I got it good. I got. Okay. Okay. shut. Okay done.
10:00
Speaker 2
[silence] [silence]
11:00
Speaker 1
Okay. Yeah, they're all blinking. So when I connect to it the first time, should I forget the network name that I previously had on my device? yeah Yeah, so that's a- Mmm. Oh, sorry. Um, that's as far as I had gotten earlier in the day, so should I forget that network name before I do like a brand new connection to it? Okay.
12:00
Speaker 2
you will get the default Wi-Fi name. The default Wi-Fi name is underneath the router. Usually the name is something like that. You can connect to that and then the password is also underneath the router. Once you connect to it and once you establish the internet, you can change the Wi-Fi name and restore your old Wi-Fi network. You can do that one. The first thing we need to do go ahead. uh-huh. Now it will automatically.
13:00
Speaker 1
And it's all green and flashing. Oh, yes. And it's having me sign in. Smart Wi-Fi, except... Okay, so should I accept the agreement or should I do manual configuration?
15:00
Speaker 2
Tell me the color of the light. It should be blue now. Can you, all right, can you take a look if you can connect to the default Wi-Fi name? Can you see it? Design in should be. Yes.
15:00
Speaker 1
Okay. Okay, it says connected but still no setup process, like making a router password Okay. [silence] You said my router.local? OK. It says the DNS could not be found.
16:00
Speaker 2
Yes. ah Can you try to skip? Okay, okay. 192.268.1.1.
17:00
Speaker 1
Yeah, is this okay on a mobile device through Wi-Fi or should I use a desktop connected through Ethernet? I will try both. Okay I do see the sign-in page in a web browser but uh still no setup.
18:00
Speaker 2
Alright, I have been clearing the charity's burden. I hope that I can still override it. Yep. Any, as long as you can connect, any would work. Go ahead.
18:00
Speaker 1
it says sign in log in with your router password okay oh perfect wow why didn't I think of that it's usually admin or root huh Here we go cool man perfect. Thank you uh yeah it looks like I'm in thank you so much
19:00
Speaker 2
Okay. What do you see in the screen? Yes, that one. Go ahead. The router password is your. Admin. ADMIN. Most of them. Yeah. Okay. Did it work? So here you can navigate. By the way, Daniel, press your headset. Is already old and outdated. There's not much you can do with this one if you encounter problems. There's no available firmware. Although this is already end of life and end of support, I know you are technically, you can navigate, that's why I'm helping you. No charge for this one. And then navigate. Just in case you encounter dead end, I do suggest to replace the router. Don't buy expensive router. Go for MX52. It costs you around 40 to $50. Don't spend too much on the router. Router is easy to break and disposable, not more than 100. $50, 70 will be good. But for the meantime, explore, navigate. All right? And then if you can visit, okay, try to visit the website support.linksys.com. There is an AI blue icon on the lower right of the screen. That's the tool that we are using. You can use that one. [silence]
19:00
Speaker 1
okay yeah cool, thank you all right all right thank you have a good one
21:00
Speaker 2
ask, ask questions, you can visit that online. support.Linksys.com, there's an AI assistant, it's chat GPT 4 level, special, specialized for Linksys. okay, are you good? Dan? all right, good luck and enjoy, have a nice day. and thanks, by the way, just want to talk, my name is Nathan and have a nice day. good night.
21:00