V2 Rubric Detail — 714db60c-636e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 19:15
Duration
10m 0s
Contact
Lawrence Gordon
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132643
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: access router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication1.25/5
Ownership3.21/5
EscalationN/A
Customer Exp0.00/5
Overall23.2% (-10.8)

V2 Grader Summary

The agent failed to resolve or meaningfully troubleshoot the admin UI blank/blue screen issue, despite it being a known, documented problem with a direct workaround. No diagnostic steps were taken, the correct solution was not provided, and resolution was deferred to a future email and callback, resulting in an unresolved case with high customer effort and poor communication.

V1 Case Analysis

Customer reported blue/blank screen on Linksys Smart Wi-Fi admin page (EA8100). Agent did not apply the KB-recommended direct URL workaround (http://192.168.1.1/ui/local/dynamic/index.html), misidentified model, and closed without confirming resolution.

Troubleshooting Steps
  • Suggested accessing router settings via 192.168.1.1.
  • Instructed customer to scroll for 'local access' link or click on mobile image if download prompt appears.
  • Informed customer that an email with guidelines was sent.
Key Observations
  • Agent did not collect serial number or confirm model definitively, despite relevance to KB troubleshooting.
  • Failed to provide the KB-recommended direct URL workaround: http://192.168.1.1/ui/local/dynamic/index.html.
  • Misidentified router model (EA8300 vs EA8100) without clarification.
  • No verification of login success after suggesting steps; call ended prematurely.
  • Relied on email follow-up instead of real-time troubleshooting despite customer engagement.
Positive Highlights
  • Agent acknowledged warranty expiration and correctly explained lack of firmware updates.
  • Maintained polite tone and offered callback option.
Agent Errors / Gaps
  • Contradictory model identification (EA8300 vs EA8100) without resolution [02:00, 08:00].
  • Failure to follow 'Admin UI Blank / Blue Screen' KB: missing direct URL workaround, which is explicitly listed as the primary fix for this issue.
  • Did not collect serial number, which is relevant for troubleshooting and warranty validation.
  • Provided incorrect guidance by suggesting scrolling for a 'local access' link instead of the direct URL workaround.
  • Prematurely ended call without confirming resolution, despite customer willingness to proceed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the issue or provided the workaround during the call; only promised an email and told the customer to call back later.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — agent did not ask about browser, cache, IP address, or attempt the extended URL workaround.
R3 Partially Met Correct resolution path conf 91%
Agent acknowledged the EA8300 is out of warranty and end-of-life, correctly noting no firmware updates, but failed to deliver the known workaround despite referencing it.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions to isolate the cause (e.g., browser, device, cache) and skipped logical troubleshooting steps.
T2 Not Met Appropriate tools / resources used conf 95%
Relied solely on a promised email; did not use remote tools, admin UI, logs, or KB during the call to confirm or resolve the issue.
T3 Partially Met No misinformation conf 89%
Correctly stated the EA8300 is functional but no longer receives updates; however, incorrectly referred to model EA8100 and omitted the critical workaround URL.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure — agent jumped between topics without clear transitions, failed to set expectations, and lost control of the interaction flow.
C2 Partially Met Confirmed understanding conf 86%
Used simple language but failed to confirm understanding or adapt to customer’s frustration and desire to avoid phone-based app use.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent referenced prior case and promised follow-up email, showing some ownership, but deferred resolution instead of attempting it live.
O2 Partially Met Proactive follow-through conf 87%
Next step was vague — 'check email tomorrow' — with no specific timeline, owner, or commitment to proactive follow-up.
O3 Met Closure confirmation conf 95%
Agent referenced prior case, warranty status, and customer history, avoiding repetition of basic questions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — this was a standard L1 configuration issue resolvable with known workaround.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent did not acknowledge customer frustration, repeated effort, or fatigue; responses were transactional and lacked empathy.
X2 Not Met Tone & rapport conf 91%
Agent maintained a rigid, scripted tone and did not adjust to customer’s expressed difficulty with small phone screens or late hour.
X3 Not Met Overall experience conf 94%
Customer was forced to wait for email and call back, creating unnecessary effort; no attempt to resolve the issue during the call.
Call Transcript20 turns · 20 lines
Speaker 1
This is links is technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links is specialist. Hello. Lawrence, thank you for answering the call. This is is the one you talked to previously. So, I've checked your case in our system and it seems that we can do some troubleshooting steps regarding to your issue. Since you mentioned about you're accessing the link of Linksys Smart Wi-Fi showing uh a blue screen. Correct. Alright. Are you using a computer or
00:00
Speaker 2
hello . yes . uh . yeah . I don't want to go on like it .
00:00
Speaker 1
Lyn, you don't want to try to access your router settings? I see. All right. Anyway, Lawrence, I've sent the guidelines, so, in case you want to do the troubleshooting steps, you can just check your email or tomorrow and follow the guidelines. If you have trouble or following the guidelines, you can always call us back again so that we can assist you, okay? All right. Uh no, you lost the technical support on last
01:00
Speaker 2
no I don't want to go back on it now not now not not today because it's getting late okay okay so i lost support in 2024 huh [silence]
01:00
Speaker 1
[REDACTED_PAYMENT_DIGITS] That's the warranty expiration. But as I've mentioned since your issue is about the blue screen that you see on your on the Linksys smart Wi-Fi, we have a work around a procedure on that and I can provide you a assist with regards to that because it has been a recurring issue with some of Linksys products. Yes. So. Yes, because your Linksys router model is an old classic type of router from Linksys and it happens that this Linksys router EA8300.
02:00
Speaker 2
So Yeah I can't Yeah Yeah Oh really So being out of warranty I can't get No firmware Updates either huh Oh
02:00
Speaker 1
100 has already reached its end of life, meaning it no longer have any security or firmware updates. But it's still working. The router is still working. It's just because it reached its end of life, there are no more available security or firmware updates for this router. But accessing the router settings, we can still access that because there is a workaround procedure for that. So since it's already late at night there, so just call us back again tomorrow. We're still open. So you can call us back or check your email tomorrow because I've sent the troubleshooting steps guidelines. Okay?
03:00
Speaker 2
Well, yeah, yeah, it's all right. So if I get another router, I have to I like
03:00
Speaker 1
That's not necessarily, it depends on the on your router, its model because there are Linksys, uh, products, um, the model, the uh, really need uh, the Linksys up to be downloaded. But, uh, usually, um, all Linksys products can be accessed through the web browser, um, 192.168.1.1. So, you can set it up using that, uh, web, uh, interface. Uh, there's really no need for the Linksys app. [silence]. If you, if, um,
04:00
Speaker 2
ok
04:00
Speaker 1
Only revert back to its factory settings? It may revert to it. No, it's only the factory settings like its Wi-Fi name and password. It will revert back to its default Wi-Fi credentials. Yeah. Your router is still working. Yeah. Your router is still working. You just need to access its settings to another work around procedure that we have. Yeah, others and a technical glitch or back issue with a LS smart Wi-Fi URL site. So that's why we provide you the other IP address.
05:00
Speaker 2
Okay. It won't affect the rot. It won't affect the firmware then, huh? Okay. Okay. uh oh. Hmm, it's still working. Good. So I just want a look inside there. Yeah. Yeah. Yeah, I don't know what happened there, but Yeah.
05:00
Speaker 1
The default router's IP address, the 192.168.1.1. And if you still could not log into that, we have another site that you can log into to access your router settings. Actually, what you see on the page when you log into 192.168.1.1 says, download the Linksys app. Uh, did you see a mobile image on that page? A picture of two phones? So, when it says download the app on the page, it doesn't show two image or picture of two phones? No. Because usually when you see the message,
06:00
Speaker 2
Yeah. Yeah. Yeah. Okay. Yeah, it gave me the address to use and then it says you get the app here. I clicked, nothing happened when I clicked on anything. Milk
06:00
Speaker 1
to download the app. There is a picture of two mobile phones or image. And you can click on that because it will route you to the links of web UI. Or you can access the RARO settings to the page, when you see that page, download the app. You can click on the mobile image of the phone or you can scroll down because there is a link that says continue to LinkSys Smart Wi-Fi or click on local access.
07:00
Speaker 2
I'd rather not use a phone to get into my router, because I got a smaller phone. It's kind of hard to see all this stuff.
07:00
Speaker 1
Because your router is actually model EA8100, so it's really uh, accessible through the web UI and not their linksys app. All right. All right. Thank you for calling linksys Lawrence, and by tomorrow, check your email and also contact us if you need assistance with your concern, okay? Yeah, all right. Thank you for calling linksys again. I mean, thank you for sharing your concern issue with the linksys smart way.
08:00
Speaker 2
Okay, okay, okay. I will. Well, it's not nice here yet or but are
08:00
Speaker 1
M-hm. I see. All right, that's fine. So all right. So just contact us if you feel uh um doing the troubleshooting steps so that we could assist you, okay? All right. Thank you again, Lawrence, for your patience and cooperation and take care. Have a great day. You're welcome. Goodbye.
09:00
Speaker 2
no thank you uh you too uh as elite
09:00