V2 Rubric Detail — 6ef622f8-7738-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 23:39
Duration
38m 46s
Contact
Rey Carpentier
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Ruthata Polina
HappyFox Case
#LTS00007114
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: can't manage the settings of the mesh system
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication0.00/5
Ownership4.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall53.5% (+25.5)

V2 Grader Summary

The agent provided technically accurate guidance and maintained ownership, but failed to resolve the core issue due to poor call control, communication, and customer effort reduction. Power issues persisted, preventing full resolution, though troubleshooting was appropriately attempted despite OOW status.

V1 Case Analysis

Customer reported router power loss after password reset. Agent provided incorrect URLs and inaccurate technical advice. No resolution achieved; customer to call back.

Troubleshooting Steps
  • Directed customer to open a web browser and navigate to giu.geni.com (incorrect URL).
  • Walked through password reset using the recovery key.
  • Advised checking power outlet, UPS, and trying an alternate power adapter.
  • Suggested connecting modem directly to UPS.
Key Observations
  • Agent provided multiple incorrect URLs: 'giu.geni.com' [04:00] and 'htp://myrouter.local' [07:00], the latter with a typo in the protocol.
  • Agent falsely claimed that changing the Wi-Fi password could cause the router to lose power [23:00], which contradicts Linksys KB — firmware and power systems are independent.
  • Agent incorrectly stated that router passwords reset after years of inactivity [10:00], which is not a feature of any Linksys product.
  • Agent failed to confirm the exact model (MX4200) before giving model-specific guidance, risking incorrect advice.
  • Long silences and repeated requests for the customer to speak louder [03:00, 18:00, 26:00] disrupted call flow and indicated poor control.
  • Agent did not suggest a factory reset, which is a standard step for unresponsive routers, nor escalate appropriately despite clear hardware symptoms.
Positive Highlights
  • Collected customer name, email, serial number, and created a ticket (#7114).
  • Correctly explained the use of the recovery key to reset the admin password [10:00].
  • Suggested checking the power outlet and trying a different power adapter, which are valid initial steps.
Agent Errors / Gaps
  • Provided incorrect URL 'giu.geni.com' [04:00], which is not a Linksys domain.
  • Typed 'htp://myrouter.local' instead of 'http://' [07:00], resulting in a failed connection.
  • Claimed that updating the Wi-Fi password could cause power loss on the router [23:00], which is technically false.
  • Stated that router passwords reset after years of inactivity [10:00], which is not a feature of Linksys devices.
  • Failed to confirm the exact router model before providing instructions, risking model-specific errors.
  • Did not suggest a factory reset for an unresponsive router, a standard troubleshooting step per KB.
  • Repeatedly asked customer to speak louder without addressing the root cause of audio issues, leading to long silences.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still cannot access router due to unresolved power issues; no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided password reset and suggested checking power sources, but failed to verify router LED status early or systematically troubleshoot power delivery.
R3 Met Correct resolution path conf 95%
Agent acknowledged OOW status but still provided troubleshooting steps instead of dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified login issue and initiated password reset, but missed early opportunities to assess physical symptoms like LED status or modem-router interaction before the device went offline.
T2 Met Appropriate tools / resources used conf 95%
Issue was accessible via standard web UI; no specialized tools required, and agent used correct KB-backed steps for password recovery.
T3 Met No misinformation conf 95%
Instructions for myrouter.local, recovery key reset, and explanation that password change doesn't affect power are all technically accurate per universal_password_login.md.
Communication
C1 Not Met Clear & professional language conf 90%
Agent repeatedly asked customer to speak louder, had unexplained silences, and failed to set clear expectations or control call flow.
C2 Not Met Confirmed understanding conf 90%
Agent did not adapt language complexity or check understanding; repeated 'speak louder' instead of simplifying requests.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on call, created ticket, provided callback number, and did not transfer unnecessarily.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested checking power outlets and offered Monday callback, but gave no specific checklist or timeline for resolution.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation warranted; agent reasonably continued troubleshooting given potential power-source fixability.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered brief apologies and said 'I understand,' but lacked tailored empathy or recognition of customer frustration history.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone, pace, or method; continued demanding louder speech despite customer’s physical difficulty bending.
X3 Not Met Overall experience conf 90%
Customer repeated address multiple times; agent created avoidable friction by not using available info or streamlining data collection.
Call Transcript65 turns · 70 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. 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- 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.
00:00
Speaker 1
Yeah, I'm trying to access my router. How do I do that? I keep getting these messages. Go ahead. [silence]
01:00
Speaker 2
Thank you for calling Linksys. This is Eppy. How can I help you? Okay. You want? Okay. Yes, I'm sorry.
01:00
Speaker 1
Yes, I want to access my router so I can make a change. Okay, the serial number is three, eight, U, one, zero, M, three, eight, A, three, one, zero, zero, two. Correct. Okay, MX, four, two, zero, zero, C.
02:00
Speaker 2
So you Wanted to access your router settings? Is that right, sir?
02:00
Speaker 1
or MX 8400c? I got that. Okay. I have them both listed. I have MX 4200c and underneath that in parentheses, I have the MX 8400c. Henri, H-E-N-R-I, Carpentier, C-A-R-P-E-N-T-I-E-R. H1 E N R I at Cox dot net.
03:00
Speaker 2
Okay. Is it 4200 or 8400? Speak louder with the number. Aiming for $800. Okay. Alright, thank you for that information. Let me just create a record, Sir. Can I have your name? Okay. So Ray Carpenter. And can I also have your email address, sir. I'm sorry, can I have your email address, Sir? Okay, thank you. Let me also get your phone number. Can I have your phone number, sir? Can you spell your surname? It's C-A-R-P-E-N-T-E-R. Okay, thank you for that, sir. If it's not too much, can I also have your address? Speak louder for the address. Speak louder for the address. Your complete address. The city. Are you okay? Your street. Okay. Alright. Is there anyone in the background? Is someone trying to help you? Speak louder for the address, sir. Alright, let me just read your information. So, is that Ray? Raymond Carpenter. And your email address is CAR-P-E-N-T-E-R@yahoo.com. Okay. Your address is 319 Granada Central California 379. Speak louder with your city. Your city. Pardon? Your city. For business. What about someone in the background? Can I speak to someone who can speak for you? Okay, I'll be alright. You can just help me for one second. Your current address. Speak for one second. Click on that circle. Can you hear me? Okay, now I'll continue.
03:00
Speaker 1
My computer, I have it, I, yes, I have it, your website, technical support. I, guess yes.
04:00
Speaker 2
m. Okay. So your internet provider is Cox, right? Right, sir? Okay, Okay, sir. All right. So, youm, yes, we may need a computer. Do you have any wireless device that can go online right now sir Ray? That is online? You have a computer. Okay. So yes. Are you connected wirelessly to your network? Yes. Okay. So you're connected to your network. All right, sir. So, Okay. Kindly open up a new window and go to giu.geni.com.
04:00
Speaker 1
Okay, uh, since I have the date of 2/22/2021, um, yes. Yes. See what happens is, is that it's I have it set for 2.4 gigs and 5 gigs and uh
05:00
Speaker 2
http and then on the address bar type in http colon slash slash oh by the way sir how long have you been using this device Okay so it's February 20 22nd 2021. Okay
05:00
Speaker 1
All of a sudden, what happens is, I cannot print, even though the computer recognizes, or the router recognizes the printer, I can't print from it, unless I go in there and reset it. Yes. Yes, it is. It only, it's under 2.4 gigahertz. And so, I probably switched to 5 megahertz, and eventually, it comes on, but I can't wait. So how do I get into my router?
06:00
Speaker 2
Okay, so you're unable to print wirelessly. Is it a wireless printer, Mr. Carpenter? Okay. Okay. Okay. Well I'll show you how, sir. But uh, here's the thing. It shows a
06:00
Speaker 1
Yes. What. I won't get any error messages. Hold on.
07:00
Speaker 2
Actually, your device is already out of warranty, because it's more than three years from the date of purchase, but uh, yeah, let me just uh, um, help you how to access it, because that's just all you want, right? You want to access, the setup page? Okay. Okay. Well, on the address bar, Sir, just type in "htp://myrouter.local". Did you? You get an error? What is the error message?
07:00
Speaker 1
It says my connection isn't private. Okay, it says it's unsafe. Okay, so now wants a password and that's it. I still can't connect. It says not found. Is there something that I'm doing wrong to access this. Okay, if I click on boring low security well, it won't let me. It'll ask for password entered incorrectly. Okay, let me log in. Okay, let me stop sharing. Okay, let me log in as administrator. [silence]
08:00
Speaker 2
Okay. Just click on advanced. That's fine, actually, Sir Ray. So, just go to advanced, and then proceed, or if you have proceed, just click on proceed or continue. yes, that's all right. That's normal. It's just with this certificate. Yes. Did you happen to change the router password if your router password is not working? You may try resetting it. There's a reset password option. [silence]
08:00
Speaker 1
[KEEP_UNCERTAIN] Okay, now it's telling me to scan something with my phone.
09:00
Speaker 2
I'm sorry. Do you see, okay. Do you see two pictures? I mean images of phones there, sir? Just click on it. just Click.
09:00
Speaker 1
Hold on. I previously created a password. O. Does your system resets the password after so many years of inactivity? Okay, hold on.
10:00
Speaker 2
No, sir. We don't reset the password. You have the option there to reset the password in case you're unable to log in to the router settings. So just click on reset password and it will ask for the recovery key. So the recovery key can be seen underneath the router when you first open
10:00
Speaker 1
Okay, I want to reset the password. It says enter your recovery key from any of the nodes of your nodes to unlock admin password reset. Uh, hold on. Let me try this.
11:00
Speaker 2
router. should be able to see there the recovery key. Okay. Yes, just use the node, the the parent nodes are the main one. So underneath that you should see the the recovery key.
11:00
Speaker 1
It's telling me now to choose a password that's easy to remember. Okay, I did this once. Let me do it again. Is 20 characters okay?
12:00
Speaker 2
Yes, sir. It's asking you to create a password. By the way, that's not the Wi-Fi password, but that is the router password for you to access the setup page.
12:00
Speaker 1
OK, gave me a new screen and it says I guess I'm inside it was successful reset. Yes. Okay, uh...a...the screen. It it says, I'm not connected to my router. It it's on this it's on the computer screen. You're not connected to the router. And everything is the lights are off. Soon as I updated the password, it happened. Yes. They went off. It says I'm not connected to my router.
13:00
Speaker 2
the lights are off on the router [silence] where did you get that message from that screen?
14:00
Speaker 1
No, I didn't do anything. Um, yeah, I haven't changed anything on the router. I haven't changed anything. Except for all I did was updated my password. Everything was working fine and I was in there and now I'm not. It says, I'm not connected to my router. Router's not found.
15:00
Speaker 2
Did you, um, change anything, sir? Like a, not, not the password. Aside from the password, did you, like, uh, unplug or replug your devices? [silence] So, you used, um, the same power cord that came with the [silence] linksys, right? [silence] Is it the same power cord? [silence] Mhm. [silence] right now. [silence] Can you tell me the length of this device power cord given?
15:00
Speaker 1
You're talking about photoradar.
17:00
Speaker 2
Yes, sir. Link sys.
17:00
Speaker 1
Okay. I plug it in and nothing happens. Yes it is.
18:00
Speaker 2
All right, try to check the the switch at the server. Make sure it's powered on. It's toggled to I mean make sure it's on one position.
18:00
Speaker 1
Yep. Yep. I'm trying to reset it. [silence] And then nothing is happening.
19:00
Speaker 2
Right now you tried to connect it to other power outlets and it's not powering on. There's no light on top. [silence] How about
19:00
Speaker 1
Yes, that's how likes you get connected. Well, I have the messy system. [silence] [silence] [silence]
20:00
Speaker 2
your modem, sir. The modem from Cox. Is it all plugged in and is it turned on? Do you have another power adapter that has the same specs with the how many for 4200 you have, sir? Just one. Can we try to use the the other power adapter just for further isolation? whenever you're ready try to plug it in to that node and check if it will power on.
20:00
Speaker 1
[silence] Yes.
22:00
Speaker 2
okay so that uh the modem also right now is having um problems the the only light lit up on your modem is the power okay I see so sure it could be that uh I don't know what happened but it seems that there's something with the with the power in your uh I mean in your in your home cause the modem and the router are [silence] both
22:00
Speaker 1
Okay. All I did was update the password. [silence] And that's when everything went bluey. Uh. I understand that, but it's just that when I updated the password, that's when everything went off.
23:00
Speaker 2
I'm having issues, right? Now. I don't know if, uh, yes. Updat E password will it have? Yeah, I understand, you're right. But updating the password will not affect the power on your router. It doesn't have to do with the with the electricity, I mean, with with the uh, power consumption of your Lynx's router. You can always update the the Wi-Fi password of the router without affecting the uh, connection.
23:00
Speaker 1
yes it's all connected through a UPS device
24:00
Speaker 2
Yeah, cuz even right now, sir, your modem is also affected. So it's just not the router. It's also your modem. So that has something to do with the power, with your power there. Maybe it's Your your modem and router is using the same power outlet. Can we can you try to connect it to other outlets or without using the UPS? Because I'm not sure if [silence]
24:00
Speaker 1
Well, it was previously, I didn't have any problems with it. Except when I updated the password. I'm not disagreeing with you.
25:00
Speaker 2
this question, you want to make sure that that UPS is giving enough power to your device because right now I the yeah but again this is the first time that we had this issue. updating your Wi-Fi password will really not affect the the power on your router and I don't know what happened and right now even your modem is affected. so the right so so. so maybe what we can do right now right now Ray is to connect your modem directly to the UPS.
25:00
Speaker 1
Okay, I have three UPS's down there. And... I'm trying to... Access the, uh, uh, scroll. I have trouble bending over is the problem. [silence]
26:00
Speaker 2
Can I ask you a question? Can I ask you a question? can I ask you a question? can I ask you a question? Okay, sorry. So is there someone that can help you um.
26:00
Speaker 1
There's no one here right now. What must be done? Okay. I got to figure out where the the uh this cord is. And go on it. Just okay. Unplug it and plug it back in. [silence] Done. Anything else? Uh well, I got no more power apparently. Can you reset the is there a thing on there to reset the power. I see, I see that for button or something. here? I'd see a orange button. Turned it off, turned it on. Oh. Okay. Now it's the uh, it's blue. That's it. You, oh. Sorry.
27:00
Speaker 2
Okay, so it's powered on. [silence]
28:00
Speaker 1
Okay, the top of the router is flashing blue. Okay. Hold on. [silence]
29:00
Speaker 2
Okay. So, we'll wait for it to turn solid, sir.
29:00
Speaker 1
Okay the top of the router is solid, blue, but I'm still getting the flashing on the the power sign on the modem. Crap. Is there a way I call you back tomorrow? So I have to wait two Mondays. Uhm, well now it's just says voice.
30:00
Speaker 2
oh we're actually closed tomorrow sir we're only open monday still friday from eight AM to eleven PM eastern standard time yes sir yeah but right now it shows up solid Blue on your uh link list solid Blue means it's actually connected
30:00
Speaker 1
There's no light at all. I should never have dated the It's just the power thing It's showing. uh This is getting to power lines. That's it. [silence]
31:00
Speaker 2
There's no light at all. [silence] How about your modem? [silence] Okay. [silence] Yeah, [silence] I don't know what happens there, [silence] sir, but it seems that the devices [silence] both of your devices are not getting enough power. [silence] Because the modem is also just getting the power light. [silence] You should see their online light or even the link. [silence]
31:00
Speaker 1
that's correct so yes yes so how do I contact you I guess Monday [silence] Okay, it's 1 800 326. And what is the second number? Okay, so the ticket number is L 2 sam
32:00
Speaker 2
It's Baxter. It's 1-800 -326-7114. I'll leave you a ticket number so that we can always pull up your record once you call us back. Ticket number is 7114. Yeah, it's 1-800-326-7114. That's our tech support phone number. Our ticket number sir is L for Lima, T for Tango, S for Sam. 00 -135 874.
33:00
Speaker 1
0 0 1 3 5 8 7 4. Okay, so it's L T S 1 2. So, okay, I guess I'll call you Monday. I said, I don't want to waste any more of your time. How do you have a modem check? Okay, now I have two modems, one supplied by them and one supplied by me. Yeah, the second modem they gave me is, I take it, for the phone.
34:00
Speaker 2
uh you need to contact your internet provider for that. [silence] Yes, you may you may check that with Cox as well, sir, um if which one is the yeah if you're really getting a signal from that because right now the uh the only um light lit up on your modem is the power, so I don't know if uh that will that will work. If you can go online with it because there's only a power light lit up.
35:00
Speaker 1
And the main modem, which happened when I changed the password, it seemed to have gone out. Okay, and even though it gives me the error messages, I'm still, I'm...
36:00
Speaker 2
Okay. Yeah. But the thing is, yeah, we were actually able to access the router earlier. So once the power is resolved, then once you have the power lit up on your Linksys router, you may access that router again, which is myrouter.local. So you should be able to make changes from there.
36:00
Speaker 1
Well, it has been getting up power. It's just that when I change the password and I updated it, that's what it will all went out. Otherwise, it was working fine before. I don't understand it even though. I understand that it shouldn't have been affected at all, but it just happened to go out.
37:00
Speaker 2
Right now it says not router. Yeah. Router not found, because again, there's no power on your router. So we need to have that fixed first. The the router is not giving enough. It's not getting enough power. I don't know if it has something to do with your. Yeah. But um, yeah, I really do not see the uh why that happens, sir. But um the changing the Wi-Fi password will really not affect the the power on your router. Yes. Even but even the modem right now, even your modem is affected.
37:00
Speaker 1
well they weren't and they have been for years getting enough power but I just don't understand it so all I can do is call you back Monday Bye.
38:00
Speaker 2
"It has really has something to do with the with your power there at home. your your both of your devices are not getting enough power, sir. Okay. All right. Not a problem, sir. You can always give us a call back. Well, I thank you again for your time, sir Ray. We apologize for the inconvenience. This is from thank you for calling. Have a great night, sir." [silence]
38:00