V2 Rubric Detail — 71f1b792-5fa0-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 23:03
Duration
8m 32s
Contact
William Huffman
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00132108
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300 - unable to open WebUI

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership3.57/5
Escalation5.00/5
Customer Exp3.21/5
Overall38.4% (-5.6)

V2 Grader Summary

The agent failed to resolve the blank admin UI or band separation issue, offering only a paid service or future email without delivering immediate technical guidance. No troubleshooting was performed, prior history was ignored, and known KB workarounds were not applied, resulting in an unresolved case despite polite and ownership-consistent communication.

V1 Case Analysis

Customer unable to access router admin UI (blank blue screen) and wants to separate Wi-Fi bands. Agent offered paid support, promised to email alternate URL. No troubleshooting performed. Follow-up needed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent pushed paid support before attempting any basic troubleshooting (e.g., model verification, cache clearing, or direct IP access).
  • No product model, serial number, or warranty status was collected or verified.
  • Agent failed to provide the known KB workaround (direct UI URL: http://192.168.1.1/ui/local/dynamic/index.html) for the blank admin UI issue.
  • Customer declined paid assistance and requested an email link, indicating a preference for self-help.
  • Agent did not confirm whether the alternate URL would resolve the band separation request or if the router model even supports it.
Positive Highlights
  • Agent confirmed the customer's email address accurately.
  • Agent remained polite and did not argue when the customer declined paid support.
  • Agent acknowledged the existence of an alternate URL workaround for the blank screen issue.
Agent Errors / Gaps
  • Failed to collect product model/serial number before offering support path.
  • Did not verify warranty status despite discussing paid support.
  • Offered paid support prematurely, before any troubleshooting or environment assessment.
  • Did not provide the known KB workaround for blank admin UI (direct UI URL).
  • Did not confirm whether the customer’s router model supports band separation (model unknown).
  • Allowed the call to end without validating the next step or setting a clear follow-up expectation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the blank admin UI issue or provide steps to separate 2.4GHz and 5GHz bands; only offered a paid service or to email an alternative URL without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., checking model, suggesting direct UI URL); agent immediately defaulted to paid service instead of diagnostic process.
R3 Not Met Correct resolution path conf 96%
Offering a $15 paid session for a known, documented configuration issue (blank screen workaround, band separation) is inappropriate; free, valid solutions exist in KBs.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask for router model, current SSID settings, or verify connection method; failed to identify root cause of blank screen or band steering needs.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use available tools (e.g., direct UI URL workaround from universal_admin_ui_blank_screen_workaround.md) or attempt remote diagnostics despite known issue.
T3 Not Met No misinformation conf 95%
No technically accurate guidance was provided about band separation or admin UI access; only sales information and promise of future email.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent confirmed email and kept call moving, but failed to set expectations about content of email or what would happen if it failed.
C2 Met Confirmed understanding conf 93%
Agent used plain language, verified email clearly, and avoided technical jargon the customer might not understand.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent took responsibility for sending the email and did not transfer the call, maintaining ownership.
O2 Met Proactive follow-through conf 96%
Agent committed to creating and sending the email after the call, providing a clear next step.
O3 Not Met Closure confirmation conf 95%
Agent ignored customer’s mention of a prior call and did not reference any case notes or history.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
No escalation occurred, and given the issue was a known configuration problem, escalation was not warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent was polite but did not acknowledge customer frustration about repeated failed access or prior unresolved call.
X2 Partially Met Tone & rapport conf 89%
Agent maintained neutral tone but did not adapt to customer’s growing irritation or clarify next steps beyond email.
X3 Met Overall experience conf 94%
Agent avoided asking for repeated information and offered a single, actionable next step (email with solution).
Call Transcript16 turns · 17 lines
Speaker 1
Alexa, pause. [silence] No, it is not. Hello. Hello. Hello, ma'am, can you hear me? Okay. Sorry about that. Uh, no, this is not my first time calling. Uh, William Huffman? Do you have any notes in front of you about what the issue was before or do you need me to explain it to you? Um. Okay. I am looking to separate the bands on our Wi-Fi routers so I can have a 5 GHz band and a 2.4 GHz band.
00:00
Speaker 2
hello can you hear me out of your line now it's okay oh it's okay may I confirm the first and last name please all right thank you so much and how may help you with your links is device just give me a brief description of your
01:00
Speaker 1
Wi-Fi going at the same time and I've done lots of research about this uh the way to do it and I've typed in like the IP address to the um straight into the URL uh like the search bar on multiple different browsers and the very first time I did it, it popped up with the website that I was unable to continue due to um prior obligations that I had to go to do so I had to leave the computer and when I came back, it was just a blank blue screen and every time after that, I tried accessing it, it was just that same blank blue screen. Um and I've tried it multiple times on multiple different devices, on incognito browsers, on etcetera and my, when I called earlier, she said she took my email and she sent me an email about trying to fix the issue. I tried doing it in the mobile app first, but the directions, I was given on the email about regarding the mobile app is not what I'm trying to do. [silence]
02:00
Speaker 2
Okay. Okay. Okay. Okay. Oh, I see. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
02:00
Speaker 1
but the email regarding of accessing the web user interface, that worked where I just typed in the IP address again, except this time it sent me to a website saying, um, trying to reach Linksys now, if you're trying to, if you're trying to administer Linksys now based Wi-Fi 7 router, blah, blah, blah, blah. Um, it, you may, and if you reach this page, it may be due to these three reasons: your device is connected, is not connected to your router's network, your VPN is enabled, you're using a custom DNS provider. And I know I don't have a VPN enabled and my device is, both devices I tried this on just now, are connected to the router's network, and I'm not sure what a DNS provider is. So, I just recalled to see if I could get my issue fixed, still.
03:00
Speaker 2
Mm-hmm. Yeah, I think we are already actually aware that when you try to access
03:00
Speaker 1
uh, Uh, so just doing what the chat GUI said to do and just unplug it for 30 seconds and then plug it back in. Let it get reboot for two minutes. Your volunteering got idea. Okay.
04:00
Speaker 2
Okay.
04:00
Speaker 1
So there's a way for me to be assisted today like right now. But I have to pay for it. Okay. If I pay $15 to be assisted over the phone, can you 100% guarantee that you can help me separate my network bandwidth like into two different bands or is this is there a chance that this will not be an issue that can be [silence]
05:00
Speaker 2
without showing that blue screen, it's an alternative option, I can send that to your email if you'd like, but if you'd like to be assisted over the phone, you can pay for $15. Okay. Yes, I can assist you over the phone for a one-time non refundable service. You can pay for that for $15. Or if you don't like that option, I can just send you the alternative URL. So you can access your linksin router settings with no blue page.
05:00
Speaker 1
fixed right now. OK. So, it's nothing. actually, this is just, you're gonna tell me what to do and I'm gonna do it. Essentially kind of thing. But to do that, I have to pay $15. And then the alternative option is you just email me more things to try.
06:00
Speaker 2
well, I can help you assist in separating the Wi-Fi bandwidth of your Linksys router, but this paid session. In case if the the issue will be unresolved or the product will be defective, of course, no refund, no replacement. This is just a guidance over the phone. Yeah, yeah. Yeah, it's just it Yeah, it's just a instructing instructions over the phone and just following my instructions. That's it. Yes. I can email you the alternative URL or the link so you can access the Linksys router settings.
06:00
Speaker 1
I would like you to just email me the alternative URL. And if that does not work, I will talk to my administrators and see if we can get our issue fixed and pay the $15. But as of right now, if you could just send me the email. That would be great. Okay. Okay, and you need my email again. Okay it should be William W-I-L-L-I-A-M.Huffman, H-U-F-F-M-A-N.678, like the numbers. And then at gmail.com.
07:00
Speaker 2
Without that blue blank page. Okay. Sure. Okay. Yeah, no worries because we have already an open in option for that. So I can just send you that. Just try that option, okay. Can you please verify the best email to send to? Yeah, just to verify, please. Okay, perfect. Yeah, we got the right one. Okay, I'll provide you the alternate link. You try this one, and I'll follow up.
07:00
Speaker 1
okay sweet thank you so uh sorry we're no please continue if you have something else to say okay sweet thank you
08:00
Speaker 2
the, you, the instructions to separate the Wi-Fi bands. that, that would work on your, on your, okay. I'll create the email first. Okay. And I'll, well, thank you. Uh, no worries. Um, I'll, I'll just create the email and then I'll, send it after the, the call. Thank you. Mhm. All right, thank you for your time. Bye bye.
08:00