V2 Rubric Detail — 6858092a-7bd4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 20:26
Duration
51m 14s
Contact
Tomas Cooper
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00002765
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Static Configuration of his NetgearNAS ReadyNAS
⚠ 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

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical0.62/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall41.7% (-14.3)

V2 Grader Summary

The agent made meaningful progress restoring Wi-Fi settings and provided a ticket number, but critical technical inaccuracies (static DNS vs. IP confusion, incorrect UI path) and lack of verification prevented full resolution. Communication and ownership were partially effective but insufficient to confirm success, resulting in a partial resolution outcome.

V1 Case Analysis

Customer requested restoration of previous Wi-Fi SSID/password after a factory reset and needed static DNS configuration. Agent guided through dashboard but gave inaccurate instructions, failed to verify changes, and did not collect model/serial. Provided ticket number LES0002765.

Troubleshooting Steps
  • Guided customer to access Linksys dashboard via web browser.
  • Directed customer to Wi-Fi Settings to change SSID and password.
  • Attempted to guide customer to static DNS settings, incorrectly pointing to Internet Settings instead of Local Network.
  • Instructed customer to apply changes and reconnect devices.
  • Provided ticket number for future reference.
Key Observations
  • Agent incorrectly directed customer to 'Connectivity > Internet Settings' for static DNS configuration, which is the wrong path per KB documentation (universal_custom_dns.md).
  • No product model, serial number, or warranty status was collected, violating core support protocol for router setup issues.
  • Agent failed to verify that Wi-Fi name/password changes were successfully applied or that internet connectivity was restored.
  • Customer experienced UI loading issues (gray screen, spinning) that the agent did not resolve, indicating possible session or compatibility problems.
  • Agent confused static IP with static DNS, leading to potential misconfiguration and customer confusion.
Positive Highlights
  • Provided a valid ticket number (LES0002765) for future reference.
  • Attempted to keep the customer engaged and on the dashboard throughout the call.
  • Maintained a polite and professional tone despite technical difficulties.
  • Correctly identified that the parent node's solid white light indicates online status (adjacent_connecting_devices.md).
  • Recognized that child nodes inherit parent settings in a mesh system.
Agent Errors / Gaps
  • Incorrectly advised customer to configure static DNS under 'Connectivity > Internet Settings' — per KB, static DNS is under 'Local Network' settings (universal_custom_dns.md).
  • Failed to collect product model or serial number, which is required for proper troubleshooting and protocol compliance.
  • Did not verify that the Wi-Fi SSID/password change was successfully applied before proceeding.
  • Gave vague navigation instructions (e.g., 'click the [unclear]', 'scroll down to [unclear]') leading to customer confusion.
  • Did not confirm internet connectivity after changes were applied.
  • Misunderstood customer's request — customer asked about static DNS but agent treated it as static IP, leading to incorrect guidance.
  • Allowed the call to end without confirming resolution of the primary issue (restoring Wi-Fi settings).
  • Did not address UI loading issues (gray screen, spinning) that may have prevented successful configuration.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Customer states 'this saved me a lot of work' and connects to the network, but agent does not verify restoration of original SSID or static IP configuration; assumes success without confirmation.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent guides customer through Wi-Fi settings and static DNS changes, but skips logical diagnostic steps (e.g., no questions about router model, firmware, or connection type) and relies on ad-hoc UI navigation rather than structured troubleshooting.
R3 Partially Met Correct resolution path conf 75%
Agent attempts L1 resolution (Wi-Fi settings, static DNS) but fails to suggest appropriate paths like factory reset or recovery key for UI/login issues, and does not clarify product status before proceeding.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent identifies symptom (gray dashboard) but asks no diagnostic questions about router model, firmware, or connection type; confuses static IP with static DNS and fails to determine root cause of UI issue.
T2 Partially Met Appropriate tools / resources used conf 70%
Agent relies solely on verbal guidance without remote tools or logs; while the issue may have been resolvable via UI navigation alone, the gray dashboard problem clearly required deeper investigation that tools could have provided.
T3 Not Met No misinformation conf 100%
Agent provides materially incorrect guidance: 1) Directs customer to the 'CA' page (inapplicable to SPNM6x model) and 2) Confuses static IP configuration with static DNS settings, sending customer to the wrong section for IP configuration.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains basic call flow and responds to customer actions, but lacks clear opening framing, experiences unexplained silences, and fails to regain control when customer expresses confusion about static settings.
C2 Partially Met Confirmed understanding conf 75%
Agent uses simple terms and repeats instructions but does not consistently confirm understanding (e.g., static IP vs. DNS confusion) or adapt communication to customer's repeated confusion about UI elements.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent provides ticket number and stays on call to guide resolution, but closes without confirming the issue is fully resolved or offering proactive follow-up commitment.
O2 Partially Met Proactive follow-through conf 75%
Agent provides a ticket number but gives vague next steps ('observe the connection') with no timeline, owner, or proactive follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
This is the first contact; no prior case history to reference or handoff context to assess.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted for this L1-resolvable configuration issue.
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 80%
Agent acknowledges customer's 'saved me a lot of work' comment but offers no explicit recognition of frustration or repeated effort; tone remains transactional and polite but not empathetic.
X2 Partially Met Tone & rapport conf 75%
Agent matches customer's pace somewhat and allows time for changes, but continues with unclear instructions despite confusion (e.g., static IP/DNS mix-up), leading to moments where customer disengages.
X3 Partially Met Overall experience conf 80%
Customer must refresh pages, reconnect to Wi-Fi, and navigate gray screens; agent could have streamlined steps (e.g., verifying static IP setup) but does guide to functional pages eventually, reducing total effort somewhat.
Call Transcript59 turns · 64 lines
Speaker 2
Welcome to links 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. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Yes ma'am. We had a couple of calls in today and um we had help resetting factory resetting our mesh um router. He was supposed to help us set it back up so that my network was all back to the way it was um and we sorta got sidetracked and completely forgot. And I'm now at a spot where I cannot access stuff and I no longer have my uh network my my um yeah network names. So. [silence]
12:00
Speaker 2
Hello, thank you for calling links of technical support this is from how can I see you it today uh-huh Old Wi-Fi name? [silence]
12:00
Speaker 1
Yeah and now I've got a new one and I don't I'd rather have my old ones because as it is now I have to go through a lot of devices to change everything and I would like to have everything just go back.
13:00
Speaker 2
Okay. I see. All right. Nobody is that me as to what it's concerned and then let's change your wi-fi name and password that you have. If I may ask, sorry. Do you have a links is app in your phone? Or you have the inks app before? All right. So yes, can be accessed your links is apps, sir? And make sure the device that you'll be using is connected to the links is wi-fi.
13:00
Speaker 1
Oh. Wow. Do you mind? One second. I locked myself out of my router and have to reset the password, and I was in the middle since I had plenty of time on hold. Okay, so. Reset. All right, so I'm actually in the router app on my laptop. I don't know if that matters. Yes, ma'am. Okay. So. [silence] it should pop up on your phone like a [silence] when that that QR code, QR code thing, like, you might have seen it.
14:00
Speaker 2
All right. So you are on the dashboard.
14:00
Speaker 1
I am on the page that has a long list of stuff down the left. Then it has uh one two three four five six about seven little groups on the right where it says network status, link's home networking, Wi-Fi settings, guest access. [silence] Yeah. On California. Yeah. [silence] I've I some... about that. Okay. Now I'm on the CA. And network link's this. Wi-Fi settings. guest access.
15:00
Speaker 2
Wait up one moment here. Uh what can you see on the page right now, sorry? Uh huh. I see. I got it. All right. So can you scroll down sir, and then find the "CA". Um on the bottom of your of the screen. It's um under end user's license agreement. Can you see there? The CA. Click that one please.
15:00
Speaker 1
Device list. Okay. Wi-Fi settings. Oh, okay. Nevermind. Okay. Wi-Fi settings. Okay. Beautiful. Now the last thing I need is the same here. I'll keep I use a static address for my network and I cannot
16:00
Speaker 2
All right. Yes, go to the Wi-Fi settings please. Click Wi-Fi settings. Yes. So, when you click the Wi-Fi settings, you will see there the three networks. You can rename the networks to the old networks that you have before and also the password.
16:00
Speaker 1
Remember, where to type my static network in ass. Are you still there? Okay. Um, I'm trying to remember how to also. Oh, you're, oh, you're giving me time to do. [silence] Okay. So I have, I set my network up so that it runs on a static IP address. And I cannot remember how to do that. For the static IP address, yeah. .
17:00
Speaker 2
Uh, you can change it out later on if you want, but what's your question sir? mm-hm. I see, get it. All right. So, you set this and you have the information with you right now. Yes. All right. So, in that case, go to the connectivity page, go back to the home page and click connectivity.
18:00
Speaker 1
Uh, oh, in order to get out, I had to click to apply change and it's applying changes right now. I did. I was doing that while I was talking and then I forgot that it's going to do this. Okay. Let me, we have it up so I had it down so I could see it. Um,
19:00
Speaker 2
did you change the Wi Fi name and password? so let's wait until um it's done applying changes all right but you have internet connection um right? the light status are solid line of your um misuse router
19:00
Speaker 1
Yes, it's solid white. My, my parent one is solid white. I don't know about the other two nodes. They're upstairs. But I have a help the parent one has, yes. Oh. Okay.
20:00
Speaker 2
[silence] All right, and they are all working like they have internet connection. What I mean is the main node because if the main one have internet connection, so as the child node, because the child node will copy the settings of the main node. Whatever the settings of the main node or the parent node is same settings with the child node.
20:00
Speaker 1
All right, so I go ahead. That is correct. That's correct. All right. One second. Okay, so this activity that.
21:00
Speaker 2
And also, so you want to set it up as a static IP connection type? Okay. Um, tell me, sir, when you've, you've done applying changes on the dashboard, so that I can walk you through and where you can change it to static IP. Yes. Connectivity, and then go to internet settings tab. and under that, click edit. Okay. to under the type of internet connection, just click the edit and then drop down the arrow. Mhm. And let's not use. Okay. what's the air bird, sir? Right. Mhm.
21:00
Speaker 1
all right, so, I'm on connectivity and it says view and change router settings at the very top, but there is nothing but a gray box below that.
23:00
Speaker 2
Okay, and have we... Hmm. Hmm. Okay. So I used to under connectivity. All right. There are no tabs like basic, internet settings, local network. I'm going to refresh that page sure. And check if you are still connected to the Wi-Fi because maybe you are not connected. [silence]
23:00
Speaker 1
correct. But it shows that I'm connected to the... Let me disconnect and reconnect just to see. I'm connected. Okay. I'm refreshing now. What is that? [silence]
24:00
Speaker 2
Around four three it appears. And refresh the page.
24:00
Speaker 1
The software seems to have to put up alone. Sure. It's still spinning. Okay, correct.
26:00
Speaker 2
dollars we need to have hormones documents, power of attorney.В بروتوكскете. if you do it yes please There you go. And you already refreshed the page, but still, I'm spinning. All right. How about this? [silence]
26:00
Speaker 1
Okay. [silence] Okay. [silence] Okay. [silence] Okay.
27:00
Speaker 2
close that page and then open it again.
27:00
Speaker 1
wholesale. Set. Must be love. Okay. I got static. [silence] Give me some. [silence] Uh, I don't know what the information should be. I I know the address, but I don't know which area it goes in. [silence]
28:00
Speaker 2
Internet settings. Right, click Edit. Then on the connection type, click drop down arrow and you will see other connection types. Yes, you may select that one and then input all the information provided.
28:00
Speaker 1
no. could be you're right. it could be. okay click edit. okay internet.
29:00
Speaker 2
Okay, if this is the case, let's don't change anything yet under that page. One moment. All right, so maybe you are, okay, one moment. Are you referring to the um, static DNS? Not the static IP. Yes, kindly go to the local network instead. It's beside um, internet settings. Um, no need for you to click the editor. Under that, there is the HTTP server enabled, right? There are static DNS showing.
29:00
Speaker 1
okay, okay hiking changes
30:00
Speaker 2
So under static DNS one, then that's you will input the zero one, um the one that you have, All right, so once you're done, sir, then you may click um, apply, all right, so once you're done, sir, then you may click um, apply.
30:00
Speaker 1
The roo- you're not connected to your.
31:00
Speaker 2
Okay, no okay. All right. Kindly go to the Wi-Fi settings on your computer and find your network. Okay, this is.
31:00
Speaker 1
time. I'm up. Let's try it without [silence] who made.
32:00
Speaker 2
Bot are you now connected to the Wi-Fi? Yes.
33:00
Speaker 1
My secured I have dragon and dragon five. Dragon five is the 5G. Dragon is I don't know 2.4 or whatever. Um it shows dragon, but when I click connect, it says cannot connect to this network. There's dragon five. Let's see. Let's see. Oh
34:00
Speaker 2
the network sure and then connect to it again
34:00
Speaker 1
OK. It looks like it applied. I'm back on the local network. Correct. Correct. Yes. Uh, let's see. It's uh, say. It went to showing network stage doing.
35:00
Speaker 2
and you are now connected to the network also to your network you created, all right, so you already apply the changes, right? You input the static DNS already and you already change the Wi-Fi name and password. all right. So, yes, you may connect the devices now to your network, sir, and then observe the connection. Is there anything else I could assist you with other than this?
35:00
Speaker 1
This thing just all wonky at about two or three this morning, we lost internet, we thought it was our our um, spectrum account, because they just sort of suck. Uh, not as bad as our other choice, Cincinnati Bell or whatever. So, um, so we reset the router. I'm sorry, the modem, then we'll reset the router. then it came up for just a second and then we fought with it fought with it okay and uh after hours and hours and hours of stuff we finally get to where we can connect but when i go to do what i was trying to do to get back to what i was you know where everything was back I ran into the hiccup and start came back uh called back and got you so i'm trying to reload that page and it let me see what's so performing a TLS handshake with my browser it's still trying to load it shows that my Wi-Fi is still working now it says the connection has timed out I get. Do you want me to do it again? I cleared my history. And that seems to allow it to load now.
36:00
Speaker 2
Okay. Okay. One moment here. Right. Okay. One moment here. Did you close the page, sir, and then open again? Yes, please. [silence] And just to confirm.
38:00
Speaker 1
A buddy of mine said, um, I don't know why, but he said it would be better because I have a readyNas that I have, um that, uh, uses my router. Or I mean I have my use this Plex so. Thank you. Let's see. Here we go again. Um, what's your... Oh, I know. [silence]
39:00
Speaker 2
Okay, why do you want your connection to have a static IP
39:00
Speaker 1
I tell you this soon. Yeah. Okay. I forgot I was changing the password when you answered the call. And I forgot to type it down. But it was a password. Thankfully, I remembered it. All right. Now, back to the main page. Go to connectivity. Now, I want to go and change theme to green.
40:00
Speaker 2
mm-hmm. All right. But did you ask?
40:00
Speaker 1
Yes, I'm at the dashboard now. Am I supposed to go down and click? Uh CA again. Uh no, I've got to change one last Wi-Fi back to but it will take about a minute. Oh, I do. Okay. Now what does the CA do? Do you?
41:00
Speaker 2
you already access the dashboard. It's me. It means that it's working now. And also, you already changed your Wi-Fi name and password. So you don't have any settings changes to do on that page. I see. All right. So yes, click the C first, then before you go to the Wi-Fi settings. Um It's a customer access, sir.
41:00
Speaker 1
Okay. spinning. Actually I got two things to change. We gotta change my... Guess why the... But once I get one change, I'll be able to change the last thing myself. I just need to make sure this page loads.
42:00
Speaker 2
Mhm. Mhm. Very good. Mhm. Mhm.
42:00
Speaker 1
It's just gray. Is this where I reload this page? I am on view and change Wi-Fi settings and below it is all gray. There's no dashboard. Oh, excuse me.
43:00
Speaker 2
Yes. So, where are you now, sir? On what page are you now? [silence]
43:00
Speaker 1
and where do I change my guest access account [silence] is that under connection [silence] okay all right that's where [silence] I think so much on the home page it'll is on call you all right and I think I am back to a working position and all my like switches have turned back [silence]
48:00
Speaker 2
You just go to the guest access or under the device, please. Yes, just simply click the guest access, and you will see there you can change and also turn on and off the guest access.
48:00
Speaker 1
Ted Green. Now if I go into this app, I can check. This light off. Yeah. All right. Well, I think, unless you can think of anything else that I should do, or check it. Okay, you said this is called a ticket number? Yeah. Okay. Ticket. Um, Yeah, one second. Ticket number
49:00
Speaker 2
Um, ah, can we try one more time? Um, I think there's nothing else you can, um, change. And in case you want to contact us back, sir, I can provide you the ticket number, so that you will not repeat. Yes. So, do you have pen and paper handy so that I can provide you the ticket number?
49:00
Speaker 1
Okay, I'm ready. So, it's L as in Lima, E is in tank, S is in Saffron, yeah, 0 0 0 2 7 6 5. Okay, perfect. Uh, no, ma'am, this saved me a lot a lot a lot a lot of work, so. Okay. You too. Thank you. Bye.
50:00
Speaker 2
You're so much. I appreciate your contacting Lendit sir and have a good one and keep save always. Bye for now.
51:00