V2 Rubric Detail — 77d459ae-7a34-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 18:48
Duration
20m 15s
Contact
Al Boudreau
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00136232
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cant access router

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to resolve the customer's inability to access the secondary router's UI, provided materially incorrect technical guidance (e.g., wrong IP, misidentified device), used no appropriate tools, showed no empathy, and offered no ownership or clear next steps. Despite the customer's effort and history, the call ended with the customer abandoning the issue and planning to buy new routers, confirming an unresolved outcome.

V1 Case Analysis

Customer unable to access secondary Echo Alpha 7300 router UI. Agent provided incorrect IP addresses and misidentified device. No resolution; customer decided to replace routers.

Troubleshooting Steps
  • Suggested default IP 192.168.1.1 despite customer stating it was not applicable
  • Asked customer to connect to the secondary router's Wi-Fi network
  • Provided incorrect IP addresses (100.161.162.107, 100.161.182.17) for router access
  • Misidentified the router model as 'Linksys M70'
Key Observations
  • Agent provided public IP addresses (100.161.162.107, 100.161.182.17) that are invalid for local router access per universal_web_browser_setup.md.
  • Agent misidentified the router model as 'Linksys M70,' which is not documented in any Linksys KB.
  • Agent failed to guide the customer to check the 'Router' field in the phone's Wi-Fi settings to discover the actual gateway IP, as documented in universal_web_browser_setup.md.
  • No valid troubleshooting path was followed; the call devolved into random IP guessing.
Positive Highlights
  • Agent correctly asked the customer to connect to the secondary router's Wi-Fi network before attempting to access its web interface.
Agent Errors / Gaps
  • Provided incorrect IP addresses (100.161.162.107, 100.161.182.17) for accessing the router UI. These are public IPs and not usable for local web interface access, contradicting universal_web_browser_setup.md.
  • Misidentified the router model as 'Linksys M70' (a non-existent model) instead of the customer-stated Echo Alpha 7300.
  • Failed to instruct the customer to check the 'Router' field in the phone's Wi-Fi settings to discover the actual gateway IP, as documented in universal_web_browser_setup.md.
  • Suggested using 192.168.1.1 as the default IP despite the customer stating they had changed it to 192.168.1.114, without attempting to verify the correct subnet or IP.
  • Did not offer any valid troubleshooting steps (e.g., factory reset, IP discovery via ipconfig, or LED status verification) as outlined in universal_web_browser_setup.md or universal_factory_reset.md.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer states they will buy two new routers and ends the call, indicating the issue was not resolved.
R2 Not Met Diagnostic thoroughness conf 97%
Agent provided IP suggestions without verifying connection, checking cables, or confirming the router's actual IP; no meaningful troubleshooting sequence was conducted.
R3 Not Met Correct resolution path conf 95%
Agent never determined warranty status or selected an appropriate path (e.g., RMA, best-effort troubleshooting, or education); instead gave unrelated IP numbers and misidentified the device.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify symptoms logically, asked disjointed questions, and did not determine root cause; repeatedly pushed default IP and guessed random IPs without diagnostic sequencing.
T2 Not Met Appropriate tools / resources used conf 99%
Agent did not use appropriate tools (e.g., ipconfig, router admin page) despite needing to confirm IP and connectivity; instead suggested arbitrary IPs like 100.161.182.17 without validation.
T3 Not Met No misinformation conf 99%
Agent provided materially incorrect information: suggested IP 100.161.182.17 as a workaround, misidentified EA7300 as 'M70' router, and misstated DNS as default gateway — all contradicted by customer's setup and Linksys KB.
Communication
C1 Not Met Clear & professional language conf 90%
Agent lacked clear framing, expectations, or structured transitions; prompts were disjointed and confusing, failing to maintain call control.
C2 Not Met Confirmed understanding conf 88%
Agent used vague, technical language without confirming understanding or adapting to customer's device (phone vs. computer), leading to confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent did not take ownership — offered generic steps, did not follow up, and left customer to decide to buy new routers without resolution path or commitment.
O2 Not Met Proactive follow-through conf 96%
No concrete next steps or timeline given; agent ended with unverified IP suggestion and customer hung up, leaving issue unresolved.
O3 Not Met Closure confirmation conf 92%
Customer referenced prior call, but agent did not review history or notes, re-asking basic questions and treating it as a new issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 85%
No escalation occurred and none was warranted at the point of disengagement; agent was still attempting L1 troubleshooting, albeit poorly.
E2 Not Applicable Escalation prep & handoff conf 85%
No escalation occurred, and given E1 is N.A., this indicator is also N.A. per rubric guidance.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent never acknowledged customer frustration ('real pain in the butt') or expressed empathy for repeated effort; tone remained transactional.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt tone, pace, or style to customer's confusion and frustration; continued with technical instructions despite evident disengagement.
X3 Not Met Overall experience conf 96%
Customer had to walk back and forth, repeat information, and try multiple invalid IPs; agent added effort instead of reducing it through efficient guidance.
Call Transcript35 turns · 36 lines
Speaker 1
Welcome to Linksys support. Hi, hey, I talked to you guys a long time ago and I was linking to, um, e Echo Alpha 7300s together. And I had to change an IP address on one of them so they would bridge each other. And I had a power outage and everything went crazy and now I tried to get on the, uh, Linksys Smart App to get into the program of that, uh, second one that I had to change the IP address on it.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Hi, thank you for calling Linksys. This is G. How can I help you today? Hey, I talked to you guys a long time ago. [silence] Uh-huh. [silence] Sorry. [silence] Thanks. Thanks.
00:00
Speaker 1
I can't do it anymore for some reason. I don't know if that program's not available anymore or not. Well, my main router in the house is set up where I set it up before and then I have one out in my garage that I put an ethernet cable all the way to the second one out in the barn, but then it didn't work so I had to change the IP address on that a couple years ago. But I can't get back into to communicate with that second garage wireless router that's hooked up to the main one in the house. And I can't change the IP address. It sees it. Like my phone will pick it up and see it, but I can't get into it and do anything with it. It's 192.20.
01:00
Speaker 2
I'm recording, sir, are you talking to bro, I saw it. I see. I see. I got it, sir. I have the serial number of the second router that you're trying to access. Thank you. Bottom corridor connecting in the bottom.
01:00
Speaker 1
68903001 Okay Yes couple well when I set this up I called you guys and I don't know how many years ago that was. 7349151144 [silence]
02:00
Speaker 2
okay, let me just pull up the information on this unit for you, okay? and yeah, you mentioned that you called this before, right? Okay. so I just need to pull up your records here? do you have your phone number please? 1 one four four. okay. Oh, unfortunately, i won't be able to transcribe the rest of the audio.
02:00
Speaker 1
734-915-1144 [KEEP_UNCERTAIN] my last name B-O-U-D-R-E-A-U at Charter M.I., that's C-H-A-R-T-E-R-M-I dot net. Uh, it's the same type. It's actually the the Echo Alpha 7300. It's the same uh, you know, the same model. It's two of the same models. Yes.
03:00
Speaker 2
okay. now we're going to contact your email address, sir. okay, got it, thank you. okay. what is the other router you have? sir, got it. i see. so your concern, sir is that you can't get to the user interface of this secondary router.
04:00
Speaker 1
Now,
05:00
Speaker 2
Do you have to go ahead and turn the mode? Okay, and then just a quick question. Do you know the IP address to get to the router's UI? Okay. Just take note of the IP address. It's 192.168.1.1. Okay. And then double-click on the your time. Okay, open the browser and just look for the address bar. Okay. And then just take note, just type in what you can copy it. just type it in the address bar. That's 192.168.1.1, okay. And are you using it as a bridge? Okay. And possibly a workaround, which is third. Because if it's already connected in that way, since it's Hub and spoke, just and just using that work around, just try to make it, type it in the IP address to get to the UI of the secondary router. I see. Okay, so you can just type in your IP address. Make sure that your device connected to your IP. And your IP set up to D child router bridge. The easiest way is to get to the UI.
05:00
Speaker 1
Do I have one? Is that what you're asking me? Uh, yes, I did. I had the my regular Wi-Fi. I just named it. If you're asking me if I named this second Wi-Fi router, I did. I named them both, so people would know what they're you know. Yeah.
06:00
Speaker 2
Okay. So, do you have a separate Wi-Fi network here for this device, for the second router? Yeah, a separate Wi-Fi name here. Okay. Okay, I see. So, it has a separate Wi-Fi name. Okay, sure. We might need to use the IP address of this device.
06:00
Speaker 1
okay, so, I know the IP address on that one was 192.168.1.114. I tried that already and it didn't work. I don't know why, because who knows why. [silence] I was connected to the main one in the house. All right, let me I'll walk back into my house from the second Wi-Fi, one that I'm trying to fix. And if I could get because [silence]
07:00
Speaker 2
Lexis for us to get to the user interface, anyways. do you have? Okay go to a browser store and tape that number please. Oh. And when you try to access that, you will connected to its own Wi Fi name. Oh, okay I see. How about to try to get the IP address when you are connected to that same network that you want to go to? [silence]
07:00
Speaker 1
the one in the house, when I look up my, my app, my Linksys app, it sees it, but it it's not renamed, it's showing it as a Echo Alpha 3000 umpty squatt umpty squatt. So it is seeing it hooked up, but it just has a negative spot on there, and it doesn't it isn't sending it communication. So I can go in the house and I can get on the internet through the first wireless router, and I will be able to see that node, but I just can't I can't talk to it for some reason. So, let's see if I can do it. Hold on. You still there? Okay. Now, I'm on a I'm on the internet now in the house. So, what do we have to do?
08:00
Speaker 2
Speaker 1
08:00
Speaker 1
How, I can't hook up, I guess I... I can't hook up to that one because I can't even communicate with it. Yeah, I just can't get into it. So, okay, hold on. Let me see if I can do that. I'm trying to right now, it of course kicked me off, log into the Linksys thing to see that, to see where that's... Let me see if I can do it. Hold on. Let me try this again. [silence] [silence] Stop that.
09:00
Speaker 2
Sure how about connect to the other Wi-Fi the one that you wanted to setup or configure? That's okay. That's okay. Okay. Yeah go ahead. It has its own Wi-Fi name right? Okay. Yes sir. Just connect to the Wi-Fi network even without internet connection.
09:00
Speaker 1
Hold on. So you are, because if I, if I believe you correctly, if you want me to walk out or go to the barn, the, the second Wi-Fi thing that says no internet connection, you want me to try to hook up to that one? Okay. We're going to try that. Okay. Walk back out here and see if I can get on. Because when I get on it, it, it sees it obviously when I walk out here with my phone, but it just doesn't connect. So, let me get back to it. Open up. Okay. Hold on.
10:00
Speaker 2
Yes, yes, sir. Even without internet connection, sir. Just the Wi-Fi. Just let me know if you're connected, okay?
10:00
Speaker 1
[silence] All right. I am on, it looks like hold on. Now it's asking for past words. This is a real pain in the butt. All right.
11:00
Speaker 2
[silence] There is actually a device like that sir. [silence] Yes. [silence] It's a Wi-Fi 7, it's a standalone router sir, not the mesh router. [silence] So the model number is M70. Uh, that's a standalone router.
12:00
Speaker 1
Mm-hmm. Okay, so right now, I- I show that I guess I'm-... Then that's all I got. So, okay. So, I'm on the page that shows that router. That 3001 router. What do you want me to do now? The IP address is 161.182.109.
13:00
Speaker 2
it will be configured as a, it can configure itself as a regular router, but it's way more powerful than this, way more advanced and, um, easy to use, since that's a, uh, that's just a plug and play router. Okay, get the IP addresses, the exact IP address. Use IP config if you are using, uh, a
13:00
Speaker 1
[silence]
14:00
Speaker 2
Okay. How about the default, the default gateway sir? Is that a default gateway? Yes, yes sir. Uh, what's the IP? Okay, are we using a computer sir right now? Mm, I see.
14:00
Speaker 1
Yeah, it's an Apple. Well, I'm not on my computer. I'm on my phone. [silence]
15:00
Speaker 2
Okay, what is your phone, sir? Apple or Android? Okay. Um, on your computer, sir, go to the settings. Okay, let me just check on that for you. Just give me a couple of seconds, okay? [silence]
15:00
Speaker 1
Yeah, how you doing? I, I'm looking at it, so, right now, I'm looking at it on my phone and I'm under the the heading of that router, um, Lysis 03315G. So, you want me to give you the configure IP. I see IP address, I see subnet mask, and I see router number. What do you need? Okay, 10.161.182.17. Yep. I guess. I don't know, I don't know why [silence]
17:00
Speaker 2
How was the shift? Yes are you able to get the IP? Uh-huh. router number sure? 182.17 this is the default gateway.
17:00
Speaker 1
What default gateway is, it just says router, that's a router number. I see nothing on here that says default gateway. Yes, show that. DNS says DNS automatic. Uh it said DNS servers 10.161.182.17. Where do I put that under? Okay. All right. You know what, I'm Okay, so on the phone I can't do anything here because uh what what address where my, I
18:00
Speaker 2
Oh, okay, you have a Mac or Apple. [silence] Okay, did you see DNS, DNS number[sic]? [silence] Okay, this is actually quite a different number. [silence] But anyways, you can try this number first. 100.161.162.107. This should be on the address bar of a computer or a phone. [silence]
18:00
Speaker 1
OK, hold on. Let Me try. All right. I'm not getting nothing out here for browser. I got to keep walking out of my barn to do this. So, you know what I'm going to do? What's the browser number? I'm sorry. Go ahead. Okay. Okay. It's just coming up with who's its database, what address, and that's about all right, all right, you know what I'm going to do? [silence]
19:00
Speaker 2
on the address bar the URL bar on the top of a browser yes 100.161.182.17
19:00
Speaker 1
I'm going to go buy two new ones cause I I this ain't going to work. It's too back and forth. So I'm not on my computer. I can't get on the map to see this thing. So I I'm not even going to mess with it. So I appreciate your help. Thank you very much.
20:00