V2 Rubric Detail — 701d26a2-601f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 14:12
Duration
9m 42s
Contact
James Zaleski
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall40.6% (-15.4)

V2 Grader Summary

The agent provided factually correct information and committed to follow-up email, but failed to conduct thorough troubleshooting or restore local access. While some ownership and communication elements were present, the lack of tool use, escalation, and systematic diagnostics left the issue unresolved despite customer urgency and prior failed contacts.

V1 Case Analysis

Customer unable to access admin pages locally/remotely on multiple EA series routers. Agent confirmed EA7500 out of warranty, advised trying different browser and Wi-Fi connection, offered paid support, and committed to email self-help steps. No serial number collected.

Troubleshooting Steps
  • Advised to try a different browser
  • Reminded to be connected to the router's Wi-Fi
  • Offered paid support and to send an email with instructions
Key Observations
  • Agent correctly identified default IP (192.168.1.1) and acknowledged myrouter.local as a valid access method (03:00, 04:00).
  • Agent accessed a prior case under 'James Sonski' and referenced previous support notification about warranty (07:00), indicating CRM use.
  • Agent committed to sending an email with instructions despite lack of serial number, adapting to customer's remote location (09:00).
  • Long silences (e.g., [03:00], [08:00]) and lack of call control reduced efficiency.
  • No verification of whether browser or connection advice resolved the issue.
Positive Highlights
  • Correctly identified default router IP address (192.168.1.1) and acknowledged myrouter.local as a valid access method.
  • Recognized and referenced prior case history under customer name 'James Sonski', showing CRM awareness.
  • Adapted to customer's remote location by committing to email support despite inability to provide serial number.
  • Acknowledged customer frustration and offered a concrete next step (email with instructions).
Agent Errors / Gaps
  • Did not collect required serial number for EA9300 or other devices despite needing it for warranty verification and support eligibility.
  • Failed to confirm whether the customer could access the local admin page after suggesting browser and connection changes.
  • Jumped to paid support offering without first providing model-specific troubleshooting steps (e.g., clearing cache, checking DHCP, using myrouter.local).
  • Did not validate or document the customer's email address clearly before committing to send instructions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored local access; only offered email instructions and a paid support option without resolving the core issue.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent confirmed default IP (192.168.1.1), suggested trying a different browser and device, and emphasized connecting to the correct router's Wi-Fi — basic but incomplete troubleshooting for multi-router setup.
R3 Partially Met Correct resolution path conf 88%
Agent correctly identified EA7500 as out of support but still offered best-effort help via email and acknowledged EA9300 might be in warranty; however, prematurely defaulted to paid support without exhausting free troubleshooting paths.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified symptom (can't access locally) and asked about the error message (LinksysNow page), suggesting some diagnostic intent, but failed to probe network topology or connection method systematically.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent did not attempt remote session, check device list, or guide customer to find actual router IP via ipconfig or gateway lookup, which was critical given cascaded routers.
T3 Met No misinformation conf 99%
Correctly stated default IP (192.168.1.1), that EA7500 support ended, and that myrouter.local applies to newer models — all factually accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control by asking for serial number and redirecting to email, but allowed long silences and failed to set clear expectations or agenda at start.
C2 Partially Met Confirmed understanding conf 83%
Agent used simple terms and repeated key points (use 192.168.1.1, connect to correct Wi-Fi), but didn’t confirm understanding or adapt to customer’s frustration and confusion about multiple devices.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent committed to sending email with instructions and acknowledged prior contact, showing some ownership, but deferred resolution to paid support and didn’t actively troubleshoot during call.
O2 Met Proactive follow-through conf 97%
Agent clearly stated: 'expect my email within five minutes' and confirmed recipient email — specific next step with timeline and owner.
O3 Not Met Closure confirmation conf 94%
Agent claimed inability to see prior records despite customer stating multiple calls; did not reference any past interactions or notes, re-asking for same info.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
No escalation occurred despite unresolved access issue and customer’s history; agent should have considered L2 escalation after failed troubleshooting attempts.
E2 Not Met Escalation prep & handoff conf 95%
No escalation was executed, so no handoff details or customer notification about escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'I understand' once and acknowledged customer’s location limitation, but did not validate frustration over lost remote access or prior broken promises.
X2 Partially Met Tone & rapport conf 82%
Agent stayed calm and professional despite customer anger, but used flat tone and didn’t adjust pace or engagement level to match emotional state.
X3 Partially Met Overall experience conf 84%
Agent reduced effort by offering to send email instead of requiring immediate serial number, but still placed burden on customer to locate hardware remotely.
Call Transcript20 turns · 20 lines
Speaker 1
Hello. Say I have five Linksys routers and you discontinue the remote access, I can't get any remote access to any of my
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 perf 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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hi, this is me speaking, one of the technicians here in Linksys. How can I help you?
00:00
Speaker 1
How do I get local access? I can't even I can't even access my routers locally. What's what do I do? That's what I have. I'll do it real soon. I'll do it right now. It comes up with the Linksys trying to reach your Linksys now. You're trying to admin get some page saying trying to reach a Linksys now. If you're trying to administer your Linksys now router W7 blah blah blah blah blah. So from excusing me. I go to a mic. All Oh listen, I've got I've got five different devices. This is what I'm talking to now is the EH7500.
01:00
Speaker 2
I it depends on what IP address you have. Our default IP is 192.168.1.1. You can locally. Uh-huh. And what happens when you try to access that number? What page are you routed to? OK, can you have the serial number of your device, please? Your Linksys router. What's the serial number?
01:00
Speaker 1
I have 93 300s, 1 9600 and 17 500
02:00
Speaker 2
Okay, so you have five in total of this EA 7500? Okay. Because for this EA 7500, its support already ended last year around August. So no support anymore, no new firmware for this EA 7500. But again, for all your EA series router, their default IP address is the IP address I mentioned earlier, 192.168.1.1. But if you had it cascaded, then that only means they have different IP addresses for each. It should not use Linksys now since this is an old series. So you can try to like check its IP address and yeah, it should not route you to that message, because this is one of our regular routers only, not a m
02:00
Speaker 1
It's a regular router. Well, what do I do? I mean, this this all, everything worked until last week. All of a sudden, I used to have remote access to all my routers until last week and it all went away, disappeared and then and then okay, so now I got to do local access, so I can't even locally access any of my routers. I mean, that's crazy. I got to be able to access my router. How can I not how can I have a product that you can't even can't even look at it? I mean, it's crazy. It's just crazy. What do I what do I got to do? I mean, I got to be able to access some locally and you say use the my router.local, that doesn't work either. What do I do? Come on, man. I got to be able to talk to my router.
03:00
Speaker 2
[silence] I understand. [silence] So the only feature that was gone to your toer [sic] device is just the remote accessonly the lnss [phonetic] app, but all features are still in your router. It should still work and you just really need to access it locally and [ you ] need to you.
03:00
Speaker 1
What do you mean? I'm using I'm using the wired I I don't use it. Well, yeah, I use the wi-fi and the wired. So so what do I do? I still don't understand what you're saying. I mean, all of a sudden one day I can't access any of my routers. I mean, this is crazy. This come on someone's got to help me be able to access it locally. Christ, what am I going to do? Do I have to tear all out, throw them away and start all over? [silence]
04:00
Speaker 2
use a different browser if ever it still routes you on that same message. LinksysNow, different browser, different device, and you also need to make sure that the device you're using is connected to the router's Wi-Fi that you're trying to access because you have different EA series. For EA7500, I cannot walk you through anymore with that since the support for that one already ended last year. For your EA9300, we're giving three years warranty for that one and if you purchase beyond that.
04:00
Speaker 1
OK. Ugh, okay. you'll be you may now be able you I'll be able to access my router if you can if I pay the $15 tax support fees. So [silence]
05:00
Speaker 2
one year that only means it's already out of warranty. I can no longer support you via phone or chat, but I can send you email instead. That email, I can send the instructions, the things that you can try to access your router. We also have other options. Yeah. If you want to, we have $15 paid connect a service, which we I can walk you through how to log in within an hour. I can support you. I can help you. Uh. That's only for assistance. Uh, if ever your device is deemed defective or we're unable to assess it for like about 45 minutes. I will then escalate your case to our level two tech. So, uh, uh,
05:00
Speaker 1
Yeah, I know. Well, you know, I guess it's, you know, it's you guys' fault. I mean, you guys did this. I mean, everything was fine until you did something. You dropped all the cloud service and you dropped all my access. I mean, it's your fault, not mine. I didn't do anything. I mean, I just don't see how you can just drop the service. I mean, that's the service. It's the point of buying all the Linksys routers. I bought them all the same so I could have the service. And you just discontinued the service on me without any notice and now I can't get any help about anything. It's just, you're going to send me an email. I know I talked to somebody the other day. They're going to send me an email. Nobody sent me anything. You're going to send me something to get me started. [silence] I I talked to a person. They said they're going to send something. They don't send me anything. [silence] So are you going to send me an email with some information I can try on my own? [silence]
06:00
Speaker 2
there's no guarantee deal. I guess you've been if you already called us then can you uh-huh, go ahead. Actually, I cannot see any record here, your previous record. Is this
06:00
Speaker 1
No, I've called a couple times. Called a couple times. Yes, it is. Yes. Okay, well, what are you going to do about the EA9300 then? What can you do?
07:00
Speaker 2
First time calling or because you said that you because I was able to pull up an account here under James Sonski. I'm not sure if this one is yours. Okay. And yeah, your router is also here uh registered and indeed it's EA7500. The previous technician already informed you as well about the warranty of your device. So Yeah, for email, uh the reason why he did not uh send you any email because as what I said earlier, this EA7500, the support for this already ended last year. So no support anymore. But if for your EA9300, I can. I just need a serial number.
07:00
Speaker 1
ah crap, I'm not at that location. Yeah, I mean, that's a different. OK, let me, let me look one place quickly here. See if I can find you, OK. Oh. pool. Here. Here. See if I have the serial number here. I'll check I'm checking one place here. Uh, I, I. Yes, that's correct.
08:00
Speaker 2
[silence] Mr. You're not an the home, I assume. [silence] We're open up until 11:00 p.m.. You can call us back [silence] when you're at home [silence] 'cause we really needed the serial number of that device. [silence] Okay. [silence] And is this your email that's J for James, Z for Zule, at Z-A-L-E for Echo, Z for Zule, K for Kite, I for India.com?
08:00
Speaker 1
Now I have, I have the Mac address, I don't have the serial number. Wow, all these are, all these routers are are in different city, you know. Okay. Okay, thank you, bye.
09:00
Speaker 2
Our tool here can only detect serial number, not MAC address. I'll just... I, it's fine, James. Yeah, it's fine, James. I'll just send you an email instead. I'll just put a note here that you're unable to provide for the meantime since you're not at home. So once this call ends, expect my email within five minutes, okay? I'll send it to this email that you've given. Bye bye.
09:00