V2 Rubric Detail — 76ff2ca8-755b-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-01 14:45
Duration
12m 11s
Contact
Meganee Dosanjh
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00135487
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to Split the Bands_SPNM60CF
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent provided non-technical, harmful advice (cleaning router with water) and avoided using documented troubleshooting tools or workarounds, effectively evading responsibility for resolution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to diagnose or resolve the customer's inability to access the router admin page, offered factually dangerous advice (soaking the router), and did not use the documented direct-URL workaround. No escalation occurred, and the only next step was to call back with a laptop, leaving the issue unresolved. The response constitutes clear Avoidance/Evasion under the rubric.

V1 Case Analysis

Customer unable to access myrouter.info on SPN60. Agent gave incorrect advice: unsafe cleaning (water, magic eraser), wrong URL (myrouter.com), and falsely claimed only laptops can access settings. No technical troubleshooting performed. Issue unresolved.

Troubleshooting Steps
  • Asked for model number (SPN60).
  • Collected serial number (72E10M2C388777).
  • Suggested accessing the router via 'myrouter.com' (incorrect URL).
  • Advised that only laptops/computers can access the admin interface (contradicts KB).
  • Mentioned a full mesh rebuild as a possible last step.
  • Provided unsafe cleaning instructions (water, magic eraser).
Key Observations
  • Agent advised cleaning the router with water and a magic eraser — dangerous and unsupported advice that could damage the device.
  • Agent provided the incorrect URL 'myrouter.com' instead of the correct 'myrouter.info' or '192.168.1.1' for SPN60 access.
  • Agent falsely claimed that only laptops/computers can access the admin interface, contradicting KB guidance that tablets/phones can also access it.
  • Agent failed to offer the documented direct UI URL workaround (http://192.168.1.1/ui/local/dynamic/index.html) for blank admin pages.
  • Agent did not guide the customer through password recovery or alternative access methods.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Suggested cleaning the router with water and a magic eraser — dangerous and could cause permanent damage.
  • Provided the wrong router admin address ('myrouter.com') which is not a valid Linksys domain.
  • Falsely claimed that only laptops/computers can access the admin interface, contradicting KB guidance.
  • Failed to offer the documented direct UI URL workaround for blank admin pages.
  • Did not guide the customer through password reset or alternative access methods.
  • Did not verify or confirm the customer's device connectivity beyond asking if Wi-Fi was connected.
  • Did not attempt any basic troubleshooting such as power cycling or checking firmware status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer could not access http://myrouter.info and agent never provided a working solution or workaround.
R2 Not Met Diagnostic thoroughness conf 98%
Agent suggested cleaning the router with water and a magic eraser – unrelated to the connectivity issue and not part of any troubleshooting process.
R3 Not Met Correct resolution path conf 97%
Agent did not determine warranty status or choose an appropriate path; dismissed the case due to device unavailability without exploring alternatives.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
No logical diagnostic questions were asked about browser, network connection, or error details; agent skipped root cause analysis entirely.
T2 Not Met Appropriate tools / resources used conf 99%
Agent did not use the direct UI workaround (http://192.168.1.1/ui/local/dynamic/index.html) despite documented KB support for SPNM series blank-screen issues.
T3 Not Met No misinformation conf 100%
Agent advised soaking the router in water and scrubbing with a magic eraser — technically dangerous and factually incorrect per all KBs.
Communication
C1 Not Met Clear & professional language conf 97%
Agent lost control of the interaction by introducing irrelevant cleaning instructions and failing to guide toward resolution.
C2 Not Met Confirmed understanding conf 96%
Agent used confusing phrasing (e.g., 'soaking it underneath your mother unanimously water') and failed to adapt to customer's repeated access attempts.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent abandoned ownership by telling the customer to call back with a laptop instead of attempting remote resolution.
O2 Partially Met Proactive follow-through conf 95%
Agent provided a case number and instructed the customer to call back, but gave no timeline or active follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy for customer's frustration or repeated failed attempts; response was transactional and dismissive.
X2 Not Met Tone & rapport conf 96%
Agent did not adjust tone or approach despite customer expressing confusion and device limitations.
X3 Not Met Overall experience conf 98%
Customer had to repeat information and was given irrelevant steps (cleaning router) instead of simplified access options.
Call Transcript16 turns · 20 lines
Speaker 1
Yeah Hi I've been calling because uh I Co Co Co Cuna they were trying to split my internet to 2.4 and 5. Uh but I was not able to do it online uh every link they've given me is not opening. So they said the last option is to cold them to help me. It's the new one the newest one they just I had it before I had the old one change they just change it to the new one. Uh where do I find that on the on the router? Okay. Is it, is it model? Yeah, model number is SPN60. Yes. Megane. Megane. Dosanjh. Dosanjh.
00:00
Speaker 2
it is underneath the router, model number or the model. Uh-huh. Thank you so much. Before we anything else, can I also ask, is this your first time calling? Since this is your first time calling, I'll just have to gather some quick information or can create a case sooner. And can I have your first middle and last name? Thank you so much. And what's the last name? Yeah. Yeah. Go ahead. Thank you. Go ahead. And the other thing you could also try as well is to try soaking it underneath your mother unanimously water with your dish sponge. Wait for say maybe like 30, 40 minutes like an hour. And then grab a toothbrush scrub it. And then if that doesn't really work, with a magic eraser, just like run activate rinse the book. It's Meghani Versan. Is it B like Bravo or D like dog? Thank you so much Sanj. What about the what about the email address? Yeah. Its Megmenjustarant_F asan.Tarant.TarantYahoo.co.uk. And the phone number you're currently calling is 07853 24209. Could you provide me the Serial number of this pen?
01:00
Speaker 1
dorry Then? sorry again from where oh on the router yeah sorry just give me one minute SN you mean 72 echo one zero, Mike, 2, Charlie, foxtrot, 3, 88777 there's something called mac no I have two. Yeah I have two device yeah. I've used everything. I've used my phone. I've used an iPad. I've used a Samsung tablet and it didn't work. the Samsung tablet. Yeah, no worries. Yeah, I'm on there. That it's disconnected.
03:00
Speaker 2
All right. All right. When Community Fiverr assisted you, what device were you using? Was it a cell phone, computer, laptop, tablet? All right. Thank you so much for that one. Can you use your tablet this time? Yes. On your tablet, make sure that your tablet is connected to the Wi-Fi. Make sure that
04:00
Speaker 1
Yeah, yeah, it is, it is connected. Yeah. Yeah, I'm on Google Chrome, yeah. Yeah, yeah, okay, mine. I've done that, it doesn't work, .info. Yeah, it says this this site can't be reached. And then it says HTTP, column double slash my router .info slash is unreachable. Yeah, and it says ERR address unreachable. And then there's a blue button which says reload, but it, it just stays there, doesn't do anything. Even if I reload it.
05:00
Speaker 2
It's connected to the Wi-Fi. Once it's connected, open Chrome. Do you use Chrome? Now, on the address bar, search in the address bar, myrouter.com or myrouter.com, info, all in one word. Let's try it again one more time. Unreachable. I see. Can you try? Can you try? [ silence ] I think we can. [ silence ] [ silence ]
05:00
Speaker 1
Yeah, yeah, I've done that one as well it doesn't work. I'm doing it again. Yeah, it says the same thing. Do you think if I connect to the second device and try to do it, you think it's going to make a difference instead of the main one? Okay. I don't have a laptop. I've got a a Samsung tablet, iPad and an Android phone. [silence]
06:00
Speaker 2
I see. No, it should still have the same result. Do you, uh, you mentioned you tried using the laptop as well. Can we go back to the laptop? I see.
06:00
Speaker 1
[silence] okay, just give me one minute. Let me I think I have a laptop, but you have to bear with me. I need to put it on and everything. I will put you on hold cuz I need the password for my daughter. Just give me one minute. Yeah. Thank you.
07:00
Speaker 2
Were you able to enter your Linksys settings before? What you have here is what we call a pinnacle device. This pinnacle device in terms on how to manage it is usually done on either a laptop or a computer since although iPads and tablets may also work, but it's not completely 100% successful most of the time. That's why it's most uh most successful on laptops or computers. But as you mentioned, you do not have those devices as of the current moment. All right. Go ahead and double check.
07:00
Speaker 1
sorry I'm just trying to find the password I'll have to put you on hold one minute hello? yeah yeah thanks Yeah, I can't, I don't know the password, so, and I can't reach my daughter. Is there any other way I can do it? Because I've got a Samsung tablet, an iPad, uh, an Android phone.
09:00
Speaker 2
Nope. Unfortunately, that's the only way, because I've set expectations, and if we cannot use it, the last possible option is to consider doing a complete rebuild.
10:00
Speaker 1
Yeah, what, what's the case number? [silence] Yeah. [silence] Yeah. [silence] Yeah. [silence] So it's L L Lima Tango Sierra [silence] zero zero one three [silence] five four eight seven. [silence] And when I call back, this is the one I need to give you. [silence] Okay, no worries. [silence] Thank you.
11:00
Speaker 2
the safest option is to use a laptop instead. but as of the moment you mentioned your daughter is unavailable, which you cannot retrieve the password. however, if it's convenient for you, you can always call us back instead. we've already created a case number for you. so, if you call us back, just provide us this case number instead. do you have a pen and paper to write it down? The case number created for you is L like Lima, T like Tango, S like Sierra, 0013 5487. that is correct yes.
11:00
Speaker 1
you yeah no worries thank you bye [silence]
12:00
Speaker 2
All right, thank you for calling Linksys. Take care and have a great day. Call us back whenever you're available with a laptop.
12:00