V2 Rubric Detail — 6d154670-635c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 17:06
Duration
13m 13s
Contact
Lyndsey Fyffe
Issue Type
VPN
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
—
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp2.50/5
Overall49.6% (-6.4)

V2 Grader Summary

The agent delivered technically accurate default security guidance and maintained ownership, but failed to conduct any diagnostic troubleshooting or verify the customer's actual configuration. While the information was correct, the lack of tool use beyond general knowledge and absence of next steps resulted in a partial resolution with an ownership gap.

V1 Case Analysis

Customer concerned about router compromise and requested firewall, VPN, and internet-filter settings review. Agent advised enabling default security features including firewall, VPN pass-through (PPTP/L2TP/IPSec), filter anonymous requests, and port 113 filtering. Informed customer that remote cloud access is disabled in recent firmware. Advised changing router admin password and using router PIN for added security. No model/serial collected; no live verification performed.

Troubleshooting Steps
  • Explained default firewall and VPN pass-through settings
  • Advised enabling anonymous internet request filter and port-113 filter
  • Informed that remote cloud access is disabled in recent firmware
  • Guided on changing router admin password and using router PIN for extra security
Key Observations
  • Agent failed to collect product model, serial number, or warranty information despite troubleshooting security settings that vary by model and firmware.
  • No verification of current router configuration was performed; agent assumed defaults without checking.
  • Agent incorrectly stated that 'filter ident port 113' must be enabled [04:00], which is not a standard or consistently supported filter in Linksys KB.
  • Agent claimed remote cloud access was disabled 'since last week' [10:00], which contradicts known firmware timelines and may mislead customer about actual risk.
  • Customer was not walked through actual UI navigation or guided to confirm changes, leaving resolution unverified.
  • Despite lack of device details and unverified technical claims, agent closed the call as resolved.
Positive Highlights
  • Clearly explained that firewall and VPN pass-through are enabled by default on Linksys routers.
  • Correctly advised disabling remote cloud access to reduce attack surface, aligning with current security best practices.
  • Mentioned the router PIN as an optional extra security measure, which is a valid feature for WPS PIN-based setup.
  • Explained client steering as a mesh-only feature and advised to keep it off if no child nodes are present, showing accurate feature knowledge.
Agent Errors / Gaps
  • Failed to ask for or record the router model/serial number, a critical protocol failure for security configuration support.
  • Did not verify the current settings or walk the customer through the web UI to apply or confirm changes.
  • Provided inaccurate technical detail: claiming 'filter ident port 113' must be enabled, which is not a standard or universally supported setting in Linksys routers.
  • Misrepresented firmware behavior: stating remote cloud access was disabled 'since last week' [10:00], which is factually incorrect and not aligned with documented firmware changes.
  • Advised customer to change router admin password without confirming whether they could access the web interface or knew current credentials.
  • Did not create or reference a HappyFox case, violating case management protocol.
  • Closed the call without confirming the customer understood or could implement the recommendations, leading to unverified resolution.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent confirmed default security settings (firewall, VPN passthrough, filters) and informed customer that remote access is disabled in latest firmware, but did not verify current settings on the customer's router or confirm resolution.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps performed: agent did not ask for router model, did not guide customer to log in to web interface, and did not verify current configuration against defaults.
R3 Partially Met Correct resolution path conf 85%
Agent provided general best-practice guidance applicable to most Linksys routers but did not tailor advice to specific model or confirm device status, missing opportunity for precise support.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms, ask diagnostic questions, or determine root cause; instead immediately recited default settings without assessing current state.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent correctly referenced KB knowledge (default settings), but failed to use available tools like checking the customer's account for linked devices or guiding to web interface for actual verification.
T3 Met No misinformation conf 95%
All technical statements (firewall enabled by default, VPN passthrough needed for client use, filter anonymous recommended) align with Linksys documentation and KB articles.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced herself and responded to questions, but multiple unexplained silences and lack of agenda-setting reduced call control.
C2 Met Confirmed understanding conf 90%
Agent used plain language, avoided jargon, and adapted explanations to customer's level when discussing firewall, DMZ, and remote access.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction from start to finish, did not transfer, and remained engaged throughout the call.
O2 Not Met Proactive follow-through conf 90%
No next steps or follow-up plan established; agent did not instruct customer to verify settings or offer to reconnect if issues persist.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the nature of the inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged customer's security concerns but remained primarily factual without deeper empathy or reassurance.
X2 Partially Met Tone & rapport conf 80%
Agent maintained communication but did not actively adapt pace or tone to customer's anxious state or check understanding systematically.
X3 Partially Met Overall experience conf 80%
Agent provided needed information but required customer to repeat details (e.g., router vs. Wi-Fi password) that could have been clarified more efficiently.
Call Transcript24 turns · 25 lines
Speaker 1
Tell Oh hello, higher. Could you talk me through the, the settings of like the firewalls and VPNs and things like that? I've had, um, my Wi-Fi hacked into and I just want to make it safe for me and my family, please. Uh yes, that's correct, yeah. How do you know it's me? Uh-huh. [silence] Why do you have a monitor? [silence] Yes, that's what I'm using. [silence]
01:00
Speaker 2
Hi, thank you for calling Linksys. This is Joy. How can I help you today? Just to clarify, this is Mz Denysby, is that pronounced correctly? Okay. So, if you wanted to check the firewall or the VPN on your router. All of our routers are VPN pass-through and the firewall or the VPN settings are set to default. But you can check them using the web interface on your computer or laptop.
01:00
Speaker 1
So, um, I just want to know, for the firewall, should it be the firewall protection enabled? And the uh VPVPM pass-through, should I not have that enabled? Okay. And basically if we're, if we're using VPVPM, I take it. Uh, and also with regards to the Internet filter, it says filter anonymous internet requests. What does, okay, why, why am I saying it because I just don't know what this means and what what should I be, what should it be clicked on so that hackers can't get in is my most basic question that I can ask. What should the settings be basically, because I've been changed. Um, I changed them before, but not,
02:00
Speaker 2
It's up to you if you want to disable or enable it, but that was enabled by default. Mm-Hmm. yes. Did, what settings did you change?
02:00
Speaker 1
uh because the hackers been in the account and my password keeps changing and things keep changing, I don't know what I've changed from what someone potentially could have changed. So I just want to run through to make sure that it's where it should be, if that makes sense. Okay. With That's part of the VPN. Okay, so the VPN pass through so the two at the bottom need to be on or something?
03:00
Speaker 2
Okay. So, uh yeah, the VPN pass-through, if you have VPN, that must be enabled, uh, two IPv4s, or, uh, the IPv4 or the IPv6 fire power protection, that must be enabled, and the Pptp and the L2Tp pass-through, that must be enabled also. Yes. Filter Anonymous and filter ident port 80. That must be enabled. uh, It's the default settings of a router. Yes. The 3g VPN pass-through.
03:00
Speaker 1
Okay. And the L2TP pass, you must be enabled as well. Okay. And the internet filters, um, what should they be? Okay. And not the NAP t redisirection or anything like that. Or the multi-cast, or okay. Okay. And what about the IPv6 firewall setting? Oh, and sorry, I'm looking at the port services or just leave that one as is. Sorry, do you mean just leave? Okay. Um, the DMZ.
04:00
Speaker 2
Speaker 1: [silence] Yeah. [silence] Filter anonymous internet request that must be enabled and filter [inaudible] port 113. [silence] Yeah. [silence] Yeah, no need to enable them. [silence] Yeah, that must be enabled. [silence] Both of the firewall must be enabled. [silence] The topic presented is about the proper configuration of certain security features in a router setup. The speaker first discusses the need to turn off a feature known as DMZ. DMZ is a term often used in networking to refer to a separate network segment that is used to host services and applications that are accessible to the internet but need to be isolated from the rest of the network for security reasons. The speaker then delves into the consequences of leaving the router linked to a cloud account, specifically the Linksys cloud account. This link provides remote access to the router settings, which could make them vulnerable to unauthorized access. The speaker emphasizes the importance of unlinking the router from the cloud account, but mentions that the capability to log in via the Linksys cloud accounts has already been disabled. However, logging in using the router's password is still an option.
04:00
Speaker 1
Is that the app? Or no. No, the app I can get into that. Yeah. Yeah. Yeah, it is. Yeah. Yeah. Uh huh. Uh huh. Uh huh. How do I do that? Oh, and it's not on the it's not on the it's not on the smart, this one, this the desktop one. I don't know what it's called. Oh, okay.
06:00
Speaker 2
Yes, the app. But is it still linked to your um Linksys smart Wi Fi cloud account? So yeah the hackers might know your credentials about it, so that's why they can still log in. But if you unlink your router, then then if you can unlink your router with your account, then yeah they can no longer access it um on your Linksys app. Let me just check. [silence] Ah, yeah. Mhm. That's for local access only. But for local access, that is safe, since
06:00
Speaker 1
I haven't shared it now. You're going to be deep. I got to the ZEZ angle. Okay, they can't set it back. They wouldn't be able to set it back up, would they? Can I ask what email, how can I find out the actual e-mail? Because whenever I log in have lately, I never, I just log in via the the router. Could you tell me what the email is, please? Thank you.
07:00
Speaker 2
You are the only one who knows what your router password is, unless you share it. So, under my account on the Linksys app you have an option there to close your account. Yeah. Yeah. Ya. They can no longer log into it. And then, just log in using the router password on the Linksys app. Not the email and password option. Mm-hmm. Let me check your device.
07:00
Speaker 1
Okay. Um, what do you think I should do? I've changed, I've changed that, but it seems to always go default back to the the default password. I've changed that so many times and I don't know what happens, but it's like it's I I'm [silence] not the Wi-Fi password, the router password. Oh, is that the I think I've changed that. Is that to log into the?
08:00
Speaker 2
The record that we have is the email [silence] Lency FIB hotmail.com. [silence] But there is no router connected or linked to it. [silence] You can also change your router password instead. [silence] Not the Wi-Fi password, but the router password. [silence]
08:00
Speaker 1
[silence]
09:00
Speaker 2
Yeah, yeah, that one. To log into your, the, web interface, just, or the, app. Yes, man. Uh, the alert. Hmm.
09:00
Speaker 1
I don't know, they've just got a lot of access to everything right now. I'm just getting very paranoid. Would I be alerted, would I be sent an email to say that, you know, your app working again or it's active or is there any notification or anything like that that gets sent? that's that's I've logged into the app. I have logged into the app not the email using the router. I've been able to log in. Oh.
10:00
Speaker 2
For remote access, ma'am. It is no longer available. So, since last week, I think, for our latest firmware, remote access is no longer available. So, it's not working anymore. So, they can't log in anymore using that one. Using your email and password. Oh Oh yeah, if using their router password, then you can still log in since that is local access. But for remote access, it's no longer working. [silence]
10:00
Speaker 1
Okay, okay, okay, okay. That's good. Thank you. Can I just sorry. For the Wi-Fi settings under client steering, because let your network, let your network direct your wireless devices to the node with the strongest signal. And that's off. Should it be on or should it just be off? Yeah. Okay. Okay. Oop. Okay. Um, and and it says a router pin. If your client device asks for a router pin number, enter this number on your client device. It mine doesn't ask for a router pin. Is there any way um let's say, if your client device has a Wi-Fi protected setup pin number, enter that number on your
11:00
Speaker 2
Mm-hmm. If you have child nodes or other mesh notes, you can turn it on to to have their signatures and yeah. So, you see, that is applicable for child notes only, but don't have other notes, then you can turn it off.
11:00
Speaker 1
oh, okay. so i can just basically use this router pin number as a extra security or something. yeah. okay, i'll do, i'll register that. okay, that's made it for a whole lot better. um i i think that was, i think that was the main, the main thing. is there anything else that a hacker that usually tries to do or setting wise? um like, i don't know, is it not DNS settings? i'm not even sure. is there any like number one thing? yeah, sorry. okay. okay, all right then. okay, well, thank you. thank you very much.
12:00
Speaker 2
Yes, if you have if you want to connect your router or your devices using WPS option, yep. Um, that's. Well, no, ma'am. That's the only thing remote access, but it's no longer working anymore. So we're all good.
12:00
Speaker 1
I appreciate it. take care no I think that's it I'll I'll call you back if I need you you too take care all right bye bye
13:00
Speaker 2
You're welcome. Mom. Anything else? Okay. Okay. Have a good... Yeah, sure. Bye.
13:00