V2 Rubric Detail — 6fc62b68-6e70-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 19:27
Duration
58m 20s
Contact
Shaun Hunnewell
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication2.50/5
Ownership1.79/5
Escalation0.00/5
Customer Exp1.79/5
Overall35.8% (+15.8)

V2 Grader Summary

The agent made partial efforts in troubleshooting and communication but failed to resolve access to the LN1100 router, provided technically incomplete guidance, and did not escalate or establish next steps. Despite some continuity and basic control, the interaction ended without resolution or proper handoff, resulting in an Unresolved outcome.

V1 Case Analysis

Customer cannot access LN1100 router UI at custom IP 10.15.34.1. Agent provided incorrect troubleshooting steps, including wrong default gateway (10.534.1), misdirected CMD usage, and irrelevant modem/bridge mode discussion. No resolution reached. Recommend factory reset to restore default IP (192.168.1.1) and reconfigure.

Troubleshooting Steps
  • Asked for the IP address being used to access the router.
  • Suggested accessing http://192.168.1.1 and https://myrouter.local.
  • Requested a ping to 10.15.34.1 and an ipconfig output.
  • Mentioned power-cycling the router (not performed).
  • Suggested using incognito/private browsing mode.
Key Observations
  • Agent provided materially incorrect technical guidance, including a non-existent default gateway (10.534.1) at [21:00].
  • Agent demonstrated fundamental misunderstanding of basic computer operations by instructing customer to search for 'CMD' in Google at [11:00].
  • Agent incorrectly focused on modem/bridge mode settings despite the issue being LAN-side and router-specific.
  • Call was abandoned without resolution, escalation, or follow-up plan after multiple holds.
  • No attempt to verify router LAN IP settings or DHCP configuration, which is core to the issue.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Provided an incorrect default gateway IP (10.534.1) that does not exist at [21:00].
  • Misunderstood the customer's request to open a command prompt, telling them to search for 'CMD' in Google at [11:00].
  • Suggested changing modem settings (bridge mode) when the issue is with the router's LAN IP configuration at [33:00].
  • Did not verify the router's current LAN IP address or confirm DHCP settings, which are central to the issue.
  • Failed to collect serial number or confirm warranty eligibility, violating protocol.
  • Lacked empathy and did not acknowledge the customer's frustration or profanity.
  • Did not offer a clear next-step, escalation, or follow-up plan.
  • Disconnected the call without operational closure, abandoning the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never restored access to the router UI; issue remained unresolved and call ended without resolution or valid escalation.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempted to verify IP config and suggested ping tests, but lacked a logical sequence and skipped key diagnostics like checking the router's LAN IP directly.
R3 Partially Met Correct resolution path conf 80%
Agent referenced prior case history and attempted troubleshooting, but failed to offer a clear path forward such as factory reset or escalation despite repeated failures.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked about IP address and connectivity, and directed ping attempts, but did not systematically identify root cause (e.g., custom LAN subnet vs. client config).
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used customer-reported command-line tools (ping, ipconfig) but did not leverage remote diagnostics or router-side logs, which were needed.
T3 Partially Met No misinformation conf 85%
Agent correctly identified local access URLs but inaccurately suggested https://myrouter.local would work despite custom 10.15.34.1 IP; also misstated bridge mode relevance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but repeatedly asked for already-provided IP info and placed customer on unexplained holds, weakening call flow.
C2 Partially Met Confirmed understanding conf 80%
Agent used some technical terms without confirmation, but did attempt to guide through browser and command-line steps appropriate to the customer's self-identified tech level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent referenced prior case and serial/model, but ultimately abandoned the case by placing on hold and transferring without follow-up, breaking ownership.
O2 Not Met Proactive follow-through conf 90%
No clear next steps, timeline, or follow-up commitment was established before the call was dropped.
O3 Partially Met Closure confirmation conf 80%
Agent referenced prior record and customer name, but re-asked for model and IP details already provided, indicating incomplete continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
After extensive failed troubleshooting, agent did not escalate to higher support despite clear technical complexity and unresolved state.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was executed, so proper handoff and customer notification did not occur.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not use empathetic language, but remained polite and did not become dismissive despite customer frustration and profanity.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a consistent pace and attempted step-by-step guidance, though tone was flat and did not fully adapt to emotional state.
X3 Not Met Overall experience conf 90%
Customer repeated IP address and connection details multiple times; agent introduced redundant steps without streamlining effort.
Call Transcript66 turns · 73 lines
Speaker 1
[silence]
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. Please have 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. [ silence ] Thank you for calling Linksys. This is Scarlett. How may I help you? Scarlott: Okay. And what is the model number of your Linksys router?
00:00
Speaker 1
Um, I'm not sure. Oh, model number is LN 1100. So what happened was I was I was having I wasn't having any issues with it earlier. So what happened was I shut down my network and I moved my computer and stuff upstairs. So I didn't touch the network. I left it down here. I brought my computer back upstairs, plugged it all back up, plugged it into the port, and went to go open up the IP address that I saved to my web browser. It just comes up as it won't open up like there's something else that took the port or something like that. And I cried. And what happened was that someone stole my phone and I had to go on and get another phone. And I haven't been able to oh, the model number is LN 1100. I'm not sure. So what happened was I was I was having I wasn't having any issues with it earlier. So what happened was I shut down my network and I moved my computer and stuff upstairs. I didn't touch the network. I left it down here. I brought my computer back upstairs, plugged it all back up, plugged it into the port, and went to go open up the IP address that I saved to my web browser. It just comes up as it won't open up. Like there's something else that took the port or something like that. And I cried. And what happened was that someone stole my phone and I had to go on and get another phone. And I haven't been able to oh, the model number is LN 1100. I'm not sure. So what happened was I was I was having I wasn't having any [silence]
01:00
Speaker 2
okay and how about the serial number sir? okay go ahead I think it's in there okay in there? yeah I guess so
01:00
Speaker 1
I had to put the app on my new phone, basically, so I'm not, like, logged in through my app either, so I can't, I don't know what to do. [silence] Yeah, well, it's hooked up to the router. [silence] I've called you guys, I wasn't for this matter, but I've called you guys before. 937 750 8531. Yep.
02:00
Speaker 2
Okay, so your computer is wired directly to your link sys node, right? Okay, so before we continue, have you called Linksys before or this is the first time? Okay. Can I have your phone number? Let me just pull up your record. Again, it's 937 75 08531. Okay. Let me just pull up your record. I was able to pull up a record here. It's under Sean.
02:00
Speaker 1
mm-hmm uh-huh right I have two two nodes in the in the router as well here click a note I guess it's solid white it's windows 11 um I have some I have some other computers or well the Linux and stuff but I mean I normally use it to do my I usually use it through my phone but
03:00
Speaker 2
Haniwela email address s.m.haniwela@gmail.com and you've got three nodes, right?
03:00
Speaker 1
Well, there are so much of Simpson go for Italian treatment, and I was pretty awesome.Yeah, you're better, dude. I still can't get over how casual this role is. Yeah, it's a little weird. Yeah. I know it's a little weird. I know it's a little weird. I know it's a little weird. It's, I mean, I only moved the location but I plugged it back in the same port. I mean, even if it was, even if I, even if I plugged into a different port or whatever it is, it's still, it shouldn't still pick up the address. I mean, that we couldn't have anything to do with it.
04:00
Speaker 2
Okay, so we need to check the computer, sir, if receiving a valid IP address from the router since you move location of that computer. Yeah, we need to check that out. Yes. But we need to check, sir, if it's.
04:00
Speaker 1
It's receiving an address. I can get on the internet. I don't have any issues surfing the web or anything. I just can't get access to the router. No, I have used a different IP address. It's 10.15. 34.1, but when I put that in, it gives me, I was using the address that says, Lynx, blah, blah, blah, whatever, whatever, da, da, da, and UI and blah, blah, blah, blah. I was having no issues getting in that way. Now all of a sudden I tried, I can't get in that way. I tried to use IP address. The IP address comes up with a blank page. Basically says that it can't reach the network. And I don't know my wireless. And I don't know my wireless IP, my wireless, my wireless route, my wireless internet.
05:00
Speaker 2
Is this physically receiving an address? How did you access the router server? Did you type 192.168.1.1? So we need to double check what's the.
05:00
Speaker 1
Well the IP address is 10.15.34.235. I know my IP address to the computer. That's not the issue. I'm looking at it right here. I'm telling you that. I'm telling you the IP address. 10.15.34.235 is the IP address that hooks up to my computer. And the network IP address should be one. It should be the one. It should be the 15.1 at the end. [silence]
06:00
Speaker 2
Okay, so we need to double check again what's the IP address of your computer, if that's okay with you. So on your computer right now, Oh yeah, Shh. Can we just double check sir, just to make sure. Good, good, what's the IP address again, sir? How about this?
06:00
Speaker 1
it does not find it. Yeah, it's 10.15.34.1 what password? The password that was that I made for it, which was - I've I've tried several different web browsers. I've tried Google Chrome, I've tried Firefox, I've tried I've tried you know several different it doesn't matter which one you use. It doesn't come on. And you use Internet Explorer. [silence]
07:00
Speaker 2
How about uh, they have default gateway and your information right now that you're seeing? [silence] Okay, what browser did you use, sort to access the numbers are the the Linksys UI? No, what browser is that? what browser did you use? Google Chrome? Okay. [silence] Okay, how about this one? Can we open Google Chrome?
07:00
Speaker 1
Sorry can't find web page this site cannot be reached. [silence]
09:00
Speaker 2
How about try this, sir? That's https colon forward slash, forward slash My Router dot local. Dot local. Yes.
09:00
Speaker 1
This site cannot be reached. This is how I was getting into my router at the beginning. There was no issues. This is what I was using. This is the issue I'm having. It's not, it's not opening the router. Yes.
10:00
Speaker 2
an internet connection of this computer is working fine, right? we'll just send you. and then, you want to send me now? ok sir can we open command prompt on this computer? just click on search on the taskbar and type CMD.
10:00
Speaker 1
you said? CMD you said? Okay. What about it? Well, you know what, what you said you said go into Google and type CMD. Well, that's if you want me to bring up CMD okay. I'm I'm I'm I'm I'm a tech. I'm I'm well aware that all you have to do is just tell me. Certain things I can get it. You said CMD on Google. I type CMD in the Google search engine.
11:00
Speaker 2
Yes.
11:00
Speaker 1
I know, I know, I'm aware of that. All right, so on the new CmD, what do you want me to do now? Yes. Oh my God. Okay, what do you want? The 15 IP addresses that I have listed here, which ones do you want? Because there's like 12 of them. I have several different Wi-Fis and internet, so this this this is what I'm saying. I I I don't know, I mean, you're you're asking me, you're going to ask me what the IP address is and I'm literally going to tell you the IP address again and it's it's 10, 15, 34, 1. [silence]
12:00
Speaker 2
I'm not on the Google search. Sir, okay? On your... You're not on the command prompt? Okay. Can we do it again? IP config. What is the IP? What is the... [silence]
12:00
Speaker 1
ping 10.15.34.1. Yeah, it's pinging. I've already done that. Yeah, I'm sure I've got like 10 of them. I wouldn't be calling you if I didn't find out all this, trust me.
13:00
Speaker 2
okay, Can you ping that 10. 15. 34. 1'dmate? [silence] they have another computer so that we can try.
13:00
Speaker 1
I've done all this. I've tried different computers. I've unplugged everything. I've just plugged in straight to the router. I unplugged it. I tried Wi-Fi with a different Wi-Fi. It's just there's no getting into the router for some reason. I don't know what happened or what the issue is. Pushed I do is bring my computer upstairs and reconnect to Wi-Fi connection. That's it. To the Ethernet connection. That's all I did. I know I shouldn't, but it didn't. I still I got to get into the router. I need to change the party. I I have to get into the router. [silence]
14:00
Speaker 2
The only thing that you did so you just relocated your computer right? that should not be affect should not affect the settings of the router
14:00
Speaker 1
I'm glad that I get internet, but that ain't doing me any good. I need access to the inside of the router. No, I didn't Well, when it wasn't working, I disconnected it and turned it back on. Yeah. You know, I started troubleshooting, of course. I'm gonna restart the router, restart the modem, try to figure out why it's not working. [silence]
15:00
Speaker 2
uhh because you did not change anyway settings in the router you did not turn it off earlier right you just um disconnect the cable there is still a high price now it can work on touch
15:00
Speaker 1
It doesn't. It doesn't go. What do you mean? It just gives me a blank. Whip page. I don't understand why I have so much trouble with this sh_it.
16:00
Speaker 2
So all computers that you tried to return one is um cannot be reached when you try to access the 10.15.34.1. They gave mention that you tried [silence]
16:00
Speaker 1
Well, I can't connect wireless, because I don't know the password. So, yeah, it's connected to Ethernet.
17:00
Speaker 2
The computer server is connected via ethernet cable not wireless. [silence]
17:00
Speaker 1
God fuck, what is going on? Jesus Christ. [silence] Hello. Hello. Yeah. He there? My God, what the fuck? Yeah. Yeah, hello. Hello. Jesus fucking Christ. Okay. I'm here. Hello. Who the fuck?
18:00
Speaker 2
using incognito right now sir can we try to use please hello hello sir hello can you hear me sir yes I'm still here hello yeah sir I'm still here hello I'm using incognito sir [silence]
19:00
Speaker 1
Inconito, I can. I why router, R-O-U-T-E-R-I-N-F-O. Okay. What do you want me to do now? What? It says links trying to reach links now. It says, if you're trying to administer linking to a based W-7 router.
20:00
Speaker 2
Well then I can I tap this H T T P S colon forward slash forward slash I N U D O. [silence] So what's on the screen. What happened? Nothing happens.
20:00
Speaker 1
Reaching this page may be due to one of these reasons. 1. Your current device is not connected to your router's network. 2. The VPN is enabled. 3. Using a custom DNS provider. And it says need help visit [Link] support. That's all it says [silence] You're facing everything and do what? [silence] Hold on a sec. I'll have to put all that back in there.
21:00
Speaker 2
So how about this? Erase everything. Hold on, let me just double check this. And then try again HTTP colon forward slash forward slash, and then the default gateway, 10.534.1.
21:00
Speaker 1
i have a new private window let's try this again paste yeah it's just why'd you take me out? incognito go into private window paste What now? [silence] that's it? [silence] Nope. The connection has timed out.
22:00
Speaker 2
once you have done that then https colon forward slash forward slash 10.15 dot 34 dot 1. all right now we can actually go ahead so I took the the our letter right in here with this so Okay, it's still the same trick. Connection is timed out.
23:00
Speaker 1
yeah. just a moment right I put my own IP address in the router when I when I did it.
32:00
Speaker 2
Hello sir, thank you for patiently waiting. I'm so sorry for that hold. By the way, um, sir, this um, computer right now is also capable for wireless connection, right? Um, is your Spectrum router, I'll say, router is a gateway or is just a plain modem? Okay. Um, when you set up the router, did you change the IP address or that's the IP address provided by the router when you set it up? So you changed the IP setting
32:00
Speaker 1
When I originally first set it up, yeah. It's not 192.168.1.1. I changed the IP address to 10.15.34.1. [silence] You can't change the modem to broadcast.
33:00
Speaker 2
based on your record, here, sir, on your first call, your advice to change your modem to bridge mode, right?
33:00
Speaker 1
It doesn't work that way. There's no bridge mode for the modem. You can't even get into the modem. It's a modem. I the I only have one router and I got I got switches. I don't know what you're looking at.
34:00
Speaker 2
Because based on your record sure the IP address from your modem is 10.15. So you change also the IP address of your out or to that range? [silence] Sir, can we shutdown the PC? [silence]
34:00
Speaker 1
like the modem has its own IP address and once you take that and you plug it in to the back of the network to the router and I go in and I change the IP address that's 192.168.1.1 and I change it to 10.15.34.1 that becomes the main network whether or not I have another router or anything plugged into it I mean I'm physically plugged into the Link's router itself I mean so I I have three separate networks. Okay they're all different IP addresses but the other two IP addresses have nothing to do with this network. This is literally the main network right here. Everything plugs into the lynx router. I I agree. I agree 100%. Uh huh. But there is. I I don't know what happened either. Like I said, I mean, I don't, I didn't change anything. So it should just work. But it doesn't matter what computer I use, I still can't access the network. I can unplug everything from the network and just plug one thing in.
35:00
Speaker 2
Because if it is directly plugged into your links router, sir, there should be no problems in accessing the arm the router. Because if you did not change any settings right now, you just relocated the computer. There will be no problem with that, sir. I don't know what happened, but for that, there should be no problem in accessing it. Yes. [silence]
36:00
Speaker 1
it still doesn't access the network. So there's no IP conflict or any of that crap. Basically, it sounds like I'm just going to have to reset the modem and start this shit all over again. That's what you're basically trying to tell me, right? Because we can't figure it out? Oh, even if it's there's four ports back there. I mean what makes a difference what port it goes into? I mean, I didn't change any ports. All I did was unplug and plug something back into the back of the router. I mean, there's
37:00
Speaker 2
There is another option, sir. Okay? There is an option because again, if you did not change you just relocated the computer. As long as you connected it the same way onto the port of your router, then there'll be no problem.
37:00
Speaker 1
one, two, three, four, five, there's five ports, I mean, if I unplug one and move one through the other one, feed the other one and move it to the other one, it should still pick up the IP address no matter what. Because it knows that that IP address. Yeah, I know. So, I mean, I don't understand what what makes the difference whether or not I plug my cat five into a different cat five on the back of the thing. It shouldn't make a difference whether or not if it got changed or not, it shouldn't affect the way that the network is set up. It should still find it and still open up. And it clearly not.
38:00
Speaker 2
Your computer right now Sir is um not connected to the wi-fi, since you mentioned that you've got three networks at home, so it's not connected to any wi-fi, right? [silence] pretty good strength. Yes, Sir, they're all at 24. 4 right now, sir. [silence] Oh, okay. Um, yes, sir. It's possible that the wi-fi shows up as different networks because of different wi-fi technology they used. These are the networks that you're using at home, uh, H. Moven. Moven H and Ed, right? Yeah. Yeah. I don't see the speeds up to 600, sis, but I see the 1270 that's probably the wifi that you have for the 2.4 G knowledge, sir. Although, although there's a possibility that the speeds are being shared with other devices, or you might even have a device that's only connected to the 2.4, right? Because your phone is connected to 2.4, sir, if I recall. so it is possible that you have devices connecting at two dot four and limiting the bandwidth. [silence] [music] Have you tried doing a power cycle on your router? The main node. How far is this computer from the main node router?
39:00
Speaker 1
I don't really have a choice. We can't really get into the network, right? Apparently I just gotta, you know, fucking unplug all this shit. What do you mean? Yeah, I got, of course I got switches. I'm running. I got a server rack and shit. Yeah, I got, but that's got, that shouldn't have anything to to do with that. I mean, I mean, I literally plugged my computer into the back of the link, routing. I didn't plug it into a switch or any of that other crap. [silence] [noise] [silence] [noise] [silence]
42:00
Speaker 2
Must be a co-freelancer. Yes, bike, switch or another device. OK, I have to switch over. I have an existing wireless router downstairs, but I just purchased this new one using a myriad of fantastic reviews. I want to set this one up as a primary AP. However, the port is too big for the modem.
42:00
Speaker 1
Actually. I'm gonna try something. Let me see something here. Let's try this. I'm not kidding. Hold on. Oh shit. I don't know what to do. This is ridiculous. I don't understand why it's such a goddamn problem. every time I move something, shit happens to this thing. every single time, never fails. No, I have Wi-Fi on. I've, I've gotten computers that run on Wi-Fi as well. It's not helping me cuz I don't. No, they're not hooked into this network. Not for the Wi-Fi. Like I said, I have Wi-Fi on this, but I wasn't expecting not be able to get back in to read the Wi-Fi password. So, I'm [music][silence] up on the [music][silence] up on the [music][silence] up on the [music][silence] That [music][silence] gonna have to [music][silence] to it. [music][silence]
43:00
Speaker 2
Are all your computers are all wired and that computer right? [silence]
44:00
Speaker 1
That being said, I can't get back into it to find out what the Wi-Fi password is. Set this down and redo it again and see what happens. [silence]
45:00
Speaker 2
You turn it off and on the routers, huh?
46:00
Speaker 1
Yeah, I don't know this. This thing ain't doing it. Oh, actually, I ain't even got internet yet. Hold on. I ain't get no internet now. Oh, here we go.
49:00
Speaker 2
they like if it's still red and it works for you. Okay, the internet light are the lights back to white or it's still red? [silence] okay, so I can go ahead and go [sound blank] and just have it run. [silence] it says it's going to take about three minutes [silence] and they don't give you a warning or anything when it starts to turn off.
49:00
Speaker 1
I've been trying. It's not working. Still getting the same crap. You can't reach the, you can't, just can't reach the IP address. M 15. 34. 1. Yep.
51:00
Speaker 2
Okay, can we try to access it again, sir? Okay, let's still can't be reached or connection has timed out. Okay, so we're going to place you on hold again for another 3 to 5 minutes. I'm just going to verify this again. Stand the line, thank you.
51:00
Speaker 1
Okay. Okay. premature. Yeah. Okay.
57:00
Speaker 2
All right, so just wait for their call to continue with the troubleshooting. All right. So, thank you for calling, Lingevista. This is Karla. Bye for now.
58:00