V2 Rubric Detail — 6ee90016-6070-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 23:52
Duration
16m 18s
Contact
G Neaidy
Issue Type
Account/Billing
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
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
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall61.0% (+17.1)

V2 Grader Summary

The agent accurately conveyed that cloud services are discontinued and provided correct guidance on local access and WAN configuration changes. However, they failed to troubleshoot the email issue or leverage local access tools to verify settings, resulting in partial resolution. While technically accurate and well-communicated, the lack of investigative steps and missed opportunities for best-effort support downgrades the outcome from full resolution.

V1 Case Analysis

Customer reported incorrect email (.om) on Linksys Smart Wi-Fi account. Cloud service discontinued; email cannot be edited by support. Provided local access via 192.168.1.1 and myrouter.local. Advised changing WAN from static to DHCP after modem swap. No self-help or escalation path offered for account issue.

Troubleshooting Steps
  • Confirmed Linksys Smart Wi-Fi cloud service is discontinued and remote access is no longer available.
  • Provided local access URLs (192.168.1.1 and myrouter.local) for router management.
  • Advised customer that support cannot edit the email address on file.
  • Guided customer to change WAN connection type from static IP to DHCP after new modem installation.
  • Attempted to troubleshoot browser access issue on iOS Safari but did not resolve it.
Key Observations
  • Agent failed to offer any path (self-service, escalation, KB article) to correct the email address, despite it being the primary issue.
  • Model confusion: agent initially stated EA7450 but customer corrected to EH4456, indicating lack of verification.
  • Long silences and fragmented responses disrupted call flow and reduced clarity.
  • Agent did not resolve the iOS Safari browser issue, only suggesting alternative browsers without confirming a working solution.
  • WAN guidance was accurate and helpful, preventing unnecessary factory reset.
Positive Highlights
  • Accurately explained that the Linksys Smart Wi-Fi cloud service is discontinued and remote access is no longer available.
  • Provided correct local access URLs (192.168.1.1 and myrouter.local) and confirmed they work locally.
  • Gave technically correct and efficient guidance to change WAN from static IP to DHCP after modem replacement, avoiding unnecessary factory reset.
  • Correctly identified the router as out of warranty and end-of-life, setting appropriate support expectations.
Agent Errors / Gaps
  • Did not offer any self-service path, KB article, or escalation option for correcting the email address on the cloud account.
  • Failed to confirm or correct the router model number after customer correction (EA7450 vs EH4456), risking incorrect guidance.
  • Did not collect serial number, which is relevant for warranty and device lookup, especially in out-of-warranty context.
  • Provided incomplete troubleshooting for iOS browser access issue, leaving customer without a confirmed working method.
  • Used excessive pauses and fragmented speech, reducing communication clarity and efficiency.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent explained remote access is discontinued and email cannot be edited, but did not resolve the customer's core request (correcting email) or offer a workaround; customer accepted limitation but issue was not resolved.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps attempted for email issue — no verification of account status, password reset, or local access test; agent immediately stated limitation without investigation.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified EOL status and advised local access, but failed to offer best-effort troubleshooting for email issue (e.g., password reset, local login) before stating it was impossible.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions asked — agent assumed cloud service limitation without confirming symptoms or testing basic access via local IP or app.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent provided correct URLs but failed to use local web interface (192.168.1.1) as a tool to verify router settings or attempt local login, which was accessible and could have addressed part of the issue.
T3 Met No misinformation conf 95%
All technical statements (discontinued cloud, local access via 192.168.1.1/myrouter.local, static-to-DHCP change) are factually correct per KB and product status.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations early about discontinued services and maintained control, guiding conversation through multiple topics without losing focus.
C2 Met Confirmed understanding conf 90%
Agent adapted explanations for phone vs. computer access, confirmed understanding, and used plain language appropriate to customer's level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and addressed all customer questions without avoidance.
O2 Partially Met Proactive follow-through conf 90%
Agent gave clear instructions for modem change but did not set a follow-up timeline or confirm callback; closed without documenting next steps.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; nothing to reference or hand off.
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 occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent acknowledged customer’s frustration with 'I understand' and remained polite and professional throughout.
X2 Met Tone & rapport conf 90%
Agent adjusted tone and pacing, responded to customer’s real-time testing, and maintained engagement across technical topics.
X3 Partially Met Overall experience conf 85%
Agent avoided unnecessary repetition but missed opportunity to reduce effort by guiding customer to local interface to view current settings, which could have clarified email/account status.
Call Transcript30 turns · 32 lines
Speaker 1
Five, four, three, two, one. Yes, how you doing? Yeah. I actually noticed that I've made a mistake when I was uh you know creating my account Transcribe this audio from the left channel. I actually noticed that I've made a mistake when I was creating my account
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 depending on your issue. To hear more about your service options, press two. Please have your device's 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 for calling Linksys. This is Outer, how can I help you?
00:00
Speaker 1
I put in the wrong email address. Correct. It's not.com. On the uh application here on the IO meaning application, it says dot om not.com.
01:00
Speaker 2
trying to update your account information. Uh, just to inform you, sir. By the way, before we'll proceed to that. Let me uh, I just uh, pull up your record and this is G and your last name is Neidy. Email address is gneyneafiirm@gmail.com. Yes. Okay. All right. Yeah, so with regard to your concern, sir. Yes, um, I believe you're trying to to set up an account for your Linksys Smart Wi-Fi. Yeah. Um, let me just set your expectation that the Linksys Smart Wi-Fi remote access website has been discontinued.
02:00
Speaker 1
Okay. Okay, the one that I'm using right now. Link this YouTube Okay.
03:00
Speaker 2
though you can still um, you, though you can still access the uh, the Lynx is, you can use the Lynx app, but you can only access the user interface locally. Okay? You can no longer, um, access it using your username and password. Okay? Um, the router and internet connection will still continue to work normally and you can still manage your router locally by accessing the IP address of your link router. Which is 192.168.1.1, sir. And I believe your router, the EA 7450 is also out of warranty. Okay, it's even one of our end of life router, sir. So, there will be Yes, the EA 7450, right? [silence]
03:00
Speaker 1
uh, EH4456. That's correct, yes. That's the model number. Okay. So you're saying that it's out of, out of, out of inquiry? I don't have, yeah, I don't have an issue with the router itself. Router's working perfectly. Yeah. You know, it's on the iOS. The app is not going to work? No. I was going to ask you, so you're telling me that the application on the iPhone is not going to work anymore? The Linksys application? [silence]
04:00
Speaker 2
[silence] [silence] yeah [silence] that's the [silence] it's out of warranty yes [silence] and [silence] one of our end of life routers [silence] yeah [silence] the [silence] the internet [silence] would the internet [silence] will still work properly [silence] okay? [silence] um it's still [silence] uh [silence] gonna work um [silence] but [silence] you can only [silence] manage your router locally [silence] by accessing the router IP address [silence] which is 192.168.1.1 [silence] um the Linksys Smart WIFI [silence] come again [silence] the Linksys app will still work.
04:00
Speaker 1
okay. so you're saying you, I cannot access it from outside my location where the router has okay. and there is no way I can access it at all, but whether it's on a phone or on a computer or anything remotely, it's just not going to be available anymore, you're saying. And why is that though? like, is it, uh, that you guys are changing that option altogether? so
05:00
Speaker 2
if there's an option there for you to access locally. You can only access it locally, not remotely, sir. Yes. Yes, that is correct. Yes, you can only access or manage your router settings locally, sir. Yeah. Yeah, they made some changes, actually. uh... I, due to the uh... technologies right now. So, maybe they've already got rid of the cloud service. So,
05:00
Speaker 1
In other words there's no way you can control anything to do with your router if you're out of the country, for example. And you're at your business location and you need to do something. There's no way you can control that. Well. Okay. And there's not going to be no replacement for that whether you change the router or not. It's just the whole service altogether is going to be retired. Okay. All right. Well, um so that's fine. I guess it is what it is. That's the case. But um can you fill help me out with the uh the email address on the account? I have the wrong email address on the account. So I'd like to correct it if you don't mind.
06:00
Speaker 2
Yes. Yes. Yes, they were ready to remove that uh feature. It has been discontinued. Yes. Yeah. Yes, sir. Well um what we have here in our record, sir, is the at gmail.com. So if you're if you wanted to update that uh email address in your account uh
06:00
Speaker 1
So what I wanted to, so I had the wrong, no, email address on record. Are you seeing it correctly? Oh, it's not .om? Okay, because on my application here, on the iPhone, when I access the application, the app actually is telling me that it's .om. Okay. I guess. And I'm not receiving any email for that application, because I try to use that and it says, we have tend your email, but, uh. Okay. So, let me, you can edit it.
07:00
Speaker 2
[silence] we have no access to that. [silence] and there there's no way for us to be able to update that that to anyone. [silence] Yeah, what we [silence] have in here is the affirmafferrim@gmail.com is not.com. [silence] yeah. [silence] yeah. [silence] I understand. [silence] Yes. [silence] But uh, [silence] yes, sir. [silence] there's no way that we can edit that.
07:00
Speaker 1
can't hear you. Okay. If I wanted to iterate myself. Can I do it from my end?
08:00
Speaker 2
well, again, though, since the link to Linksys Smart Wi-Fi website is already discontinued, so the link may be when you if you try to update the information, your link to Linksys Smart Wi-Fi information that will no longer be available. So there's still no way for you to update the information. Because they've already discontinued that. Any any link connected to the link to Linksys Smart Wi-Fi will no longer be available. Yes, even if you change the your your your account, it's still going to be the same. It still it will still route you to the link to the same link.
08:00
Speaker 1
From any browser, to access my router locally is to, you just want to do the 192192. Okay, myrtlealocal. And that's on any browser it works, or has to be a computer? Does it work on a phone, cellphone? I am actually connected to my own network right now. Just give me one second. Let me see if I can access it, cause that'll probably help me better. Okay. So, myrouter. Oh, myrouter.local. It says, okay, I. it works, right? So, okay, let me see if there's any guest network available on here. So, I'll be using this. So, okay. I'll be using this. So, as of right now, I'm gonna connect it to my Wi-Fi. So, it is it just say it needs to be the default gateway. Okay. That's what it says. The default gateway. Is that, like, the password?
09:00
Speaker 2
yes yes the router IP address it's one I need to 168.1.1 or you may also go to my router.local. it would still work on the phone as long as you're connected to your own network. Yes. okay. Yes, my router.local. if that doesn't work, you may try the HTTP://192.168.1.1.
09:00
Speaker 1
It says install the app. It says link to Linksys Smart Wi-Fi, install the app. Links to Linksys Smart Wi-Fi does not support your browser. Install the links to Linksys Smart Wi-Fi app for iOS to continue. When I put my, right? Now I'm note. I'm actually using Safari. Safari. I'm using Safari uh browser. I don't think so, but yeah, I don't. Yeah, I don't think it's
10:00
Speaker 2
Are you using Google Chrome on the phone? Microsoft Edge? Okay. Well, it doesn't have an option there for you to access locally or continue with, uh... Okay. Yeah, if that doesn't work on the phone, so you may try it to on...
10:00
Speaker 1
Okay. you're saying it's better if I use a computer. can you uh Okay, just a second. Can you just try it on my computer here? Okay. just asking you for my Router. Okay, uh she's just asking you for my router.
11:00
Speaker 2
I do.
11:00
Speaker 1
So I guess, I would just, uh, I would just log in and- and just see if there's any settings that I need to change, right? [silence] One final, uh, question that I have, um, the main reason why I actually called today is because, um, I am changing my modem from the company. They're coming in to change my modem for the Internet provider. So, I wanted to make sure, uh, is my, um, my router is going to get affected in any way by changing that modem, or is it going to be the same? Because I'm taking out the, uh, [silence] Oh, wow. So, IP address, uh, it's not as simple of just simply just changing the IP address to the new one and, and it's going to be good to go. I need to actually, like create a new account and reset the whole [silence] [silence] [silence]
12:00
Speaker 2
Yeah, that's correct. Once you change the modem, sir. Yeah, if you change your modem, okay, you really need to reconfigure your Linksys router. So, it's like you're starting from scratch. Yes.
12:00
Speaker 1
router? But I need to do that, because it's gonna be a lot of work, if I can avoid it. I I really have to do it. There's no way I can avoid that step. And in that case, I have to just reset my whole router and start all over again. Create a new password, new name, know everything. Okay. All right. Well, sounds good. So I guess, uh, Oh.
13:00
Speaker 2
You can reset the router to factory defaults and reconfigure it. [silence] You may [silence] You may [silence] try connecting your Linksys router to your new modem, [silence] okay, [silence] uh without [silence] resetting [silence] the Linksys. [silence] Once you have it connected with a cable, [silence] you may check if uh it [silence] goes online. [silence] If it's not, [silence] you really need to reconfigure the settings. [silence] Yes. [silence] But you can just change [silence] actually the internet [silence] settings. [silence] So, [silence] no need for you to change [silence] the wireless settings for that. [silence] So, [silence] once you have [silence] the Linksys router plugged [silence] into your new modem,
13:00
Speaker 1
Yeah, so that's that's the question that I wanted to ask you before the technician comes in from the service provider tomorrow. So I I initially or like right now, I do have uh static IP, uh, which is basically more than one time. On my on my service provider. Yeah, on my service provider for therefore, for therefore, yeah, for the uh for the actual uh links to the router, as well. So, I'm switching. Yeah, I'm No, yeah. So I was saying I'm switching to not a static IP. The the uh I'm not sure what it was called. Yeah, dynamic. So, yeah, so I'm I'm only j just one IP address, basically. I'm going to have. So right now I have more than one IP address, and I'm changing to dynamic. It's just going to be.
14:00
Speaker 2
Oh, just access the router settings, change the internet connection type. Whatever settings you have on your modem. Yeah. Static IP on your link, this. Oh, okay. Oh, I see. Yeah, so if the, okay. Go ahead, sorry. Dynamic DHCP.
14:00
Speaker 1
you want one IP address and I guess it changes, right? That's the difference? OK. Well, that's all I need to do basically. Once uh the new modem is installed, just plug in my router and just, you know, log into it and switch the connection type from static to dynamic, right? And everything else is perfect. Thank you so much for your help. Not that. that was it. Thank you. [silence]
15:00
Speaker 2
Yes. Well, if that is the case, sir nidie, all you have to do is to change the internet connection type of your Linksys router, because right now you mentioned that it set to static IP. So you just need set it to automatic configuration DHCP. So your Linksys router would be able to communicate with your new modem, because that has a different configuration. Yes, that's it. Yeah. So you can actually keep the wireless, yeah, you can just keep the wireless settings there. No need for you to do the reset and change the wireless settings. Not a problem, sir daddy. So would there be anything else? Okay. Well, for more information, please visit our site, supportaleng. This is Abby again from Lynxist. Thank you for calling. Have a great night. Take care. [silence]
15:00