V2 Rubric Detail — 7933f098-7b15-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 21:39
Duration
13m 38s
Contact
Tariq Shikh
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#LTS00136269
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed

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
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to resolve the customer's inability to access the router UI and did not follow a structured diagnostic process. Key steps such as modem testing, WAN verification, and proper use of tools were omitted, and incorrect technical information was provided. No ownership, next steps, or escalation were offered, resulting in an unresolved call.

V1 Case Analysis

Customer unable to access router admin page due to browser security warning. Agent incorrectly instructed use of mesh recovery key as login credential and failed to resolve access issue.

Troubleshooting Steps
  • Asked customer to connect laptop to Linksys Wi-Fi and run a speed test.
  • Instructed customer to open myrouter.local in a web browser.
  • Used phone Wi-Fi settings to obtain router IP (10.248.1.1).
  • Guided customer through bypassing browser security warning.
  • Requested mesh recovery key and attempted to set admin password.
Key Observations
  • Agent used non-standard IP address (10.248.1.1) obtained from phone Wi-Fi settings instead of standard 192.168.1.1, indicating failure to verify correct router IP.
  • Agent incorrectly treated the mesh node recovery key (used for pairing) as a router login credential, a fundamental technical error.
  • No product model, serial number, or warranty information was collected, violating basic support protocol.
  • Agent did not verify WAN connectivity or test direct Ethernet connection, skipping essential isolation steps.
  • Security certificate warning was not properly diagnosed — could indicate outdated firmware, CGNAT, or router misconfiguration.
Positive Highlights
  • Attempted to guide the customer through a speed test to assess internet connectivity.
  • Initially used the correct local URL (myrouter.local) for router access.
Agent Errors / Gaps
  • Used incorrect IP address (10.248.1.1) instead of standard 192.168.1.1 for router access.
  • Instructed customer to use mesh node recovery key as a login credential, which is technically incorrect and misleading.
  • Failed to collect essential product information (model, serial, warranty).
  • Did not verify correct router IP or suggest using HTTPS (https://192.168.1.1) for secure access.
  • Did not check for firmware updates or suggest factory reset as valid troubleshooting step.
  • Did not confirm whether the customer successfully accessed the router UI before ending the call.
  • Provided no valid next step or escalation path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ended without resolving internet connectivity or router access; no valid outcome achieved.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped essential ISP/modem isolation steps per KB; relied solely on flawed customer-side actions without verifying WAN status or modem connection.
R3 Not Met Correct resolution path conf 95%
No assessment of warranty, ISP role, or hardware status; failed to follow KB-specified diagnostic path for Velop mesh system.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to apply a logical diagnostic process; did not test directly at the modem to isolate the ISP as required by universal_isp_modem_diagnostics.md.
T2 Not Met Appropriate tools / resources used conf 97%
Agent failed to use required diagnostic tools/methods: no modem-direct speed test, no WAN port speed verification in dashboard, and no proper login method validation.
T3 Not Met No misinformation conf 99%
Agent provided materially incorrect technical information: instructed customer to use 'myrouter.local dot local' and IP '10.248.1.1', which are not valid per KB; correct URLs are http://myrouter.local or http://myrouter.info.
Communication
C1 Not Met Clear & professional language conf 93%
Call lacked clear framing, transitions, and control; agent repeatedly got lost and asked customer to repeat steps during security warning navigation.
C2 Not Met Confirmed understanding conf 92%
Agent used confusing terminology ('myrouter.local dot local') and did not confirm understanding when customer expressed confusion about browser warnings.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership; no commitment to follow-up or to see the issue through after failed login attempts.
O2 Not Met Proactive follow-through conf 95%
No clear next steps, timeline, or follow-up were established before call ended.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent did not escalate despite lack of progress; escalation was warranted after failed login attempts and customer confusion.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered no empathy or acknowledgment of customer's frustration; tone remained mechanical throughout.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer's confusion or pace; repeated instructions without checking comprehension during security warning.
X3 Not Met Overall experience conf 95%
Customer was forced to navigate complex security warnings incorrectly due to agent's guidance, increasing effort rather than reducing it.
Call Transcript26 turns · 27 lines
Speaker 1
[silence] This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. [sounds like] Hello, sir. [sounds like] Yeah, we got cut off. So, [sounds like] what was it? Okay. Got it. And aside from your phone sir, do you have other device where we can test the speed? Only your phone? Okay.
00:00
Speaker 2
Hello, sir. Thanks for calling back. Sorry. Yeah, couldn't hear you. Yes. So, now, you were telling me to look at the priories. There's nothing priority there. No, no. That's the only, yeah. I have another cell phone, but the cell phone signals are weak in my area. Do you have a, uh, like a...
00:00
Speaker 1
Uh, no, sir. We only have this system for calling. So what do you call this? How many ethernet ports does your modem have? Yes. Yeah, the one from 18 team. Okay. How about do you have a computer or laptop that we can use? Yes. Okay. So we'll need your help and also what's your name and address so we can. Okay, we'll just do that.
01:00
Speaker 2
My modem has so many internet folks? The what the one, which AT&T provided us? I don't know how many, but there's only one connected with the with the router. I'm nothing else connected with it. I have a cable connected to everything.
01:00
Speaker 1
Uh huh. Okay. Let's test the speed using the laptop. Connect it to the link-sys Wi-Fi. Connect the laptop to the link-sys Wi-Fi and then test the speed. All right. Okay. I don't get it. Really? What do you mean? Hmm. Well, so she said that she was letting it run every single one of those times, but it seems to reset just as well. Nightmare.
02:00
Speaker 2
editor? which we can use. Yes. I have a laptop. I'm sorry. Say that again. sir. Okay. I'll bring the laptop here. Okay. One second.
02:00
Speaker 1
All right. Uh, Yeah, connect it to the, router, the wireless. Uh, Okay, and then, run a speed test. Go to, speedtest.net. Uh,
03:00
Speaker 2
Okay, I brought it. You want me to log with uh with the Linksys router right? Okay. [silence] connecting [silence] Okay, it's connected. Okay. [silence] Okay, speed test. Run speed test.
03:00
Speaker 1
3.12. 8.44. Okay. Now, let's log into the interface.
04:00
Speaker 2
3.12 is download? Yes. And upload is 8.44? Yeah [silence]
04:00
Speaker 1
a a another tab on the browser and then log on to log on to my router.local dot local yes which browser are you using sir okay um make sure you enter the address [silence]
05:00
Speaker 2
Okay, I did [silence] my router [silence] myrouter.local, okay [silence] My router [silence] My router.local login [silence] Google [silence] Chrome, Chrome.
05:00
Speaker 1
Yeah. Make sure you enter it at the very top bar of the browser, the longest bar. Then, Myrouter.local. And then, just press enter. Okay. Okay. Okay. Okay, I see. Yeah. All right. Is your phone connected again to the linksys Wi-Fi? Okay. Open the settings of your phone. Then go to Wi-Fi.
06:00
Speaker 2
My router. My router. Okay. I did. And it's not taking me how long Lexius router. How long, how to log into Lexius dual band Wi-Fi router web is showing me different websites. My phone is linked to Yes this.
06:00
Speaker 1
it should show a checkmark on the links is Wi-Fi where your phone is. And then I'll tap them the checkmark. There's this circle with the letter I inside. Uh, tap, tap on that circle with the letter I inside. Okay. Look for the section where it says router and then you tell me what's the address. 10. 248. 1.1. 1. okay, now let's go back to the computer the the browser on the computer and then you enter that address.
07:00
Speaker 2
That didn't show in chat. Is showing? Yes. Yes. Okay. I did that, sir. 10 point 248. 1.1 Yes. Okay. Okay. Okay.
07:00
Speaker 1
Dot two or eight. Dot one, dot one. Yeah. Okay. There's a button below the events. Click that and then there's another link that says, proceed to this address. Hmm.
08:00
Speaker 2
[silence] your I forget I don't see it. Says link is. says why am I getting a warning when I try to access my router setting in a browser? Your connection is
08:00
Speaker 1
advance, right? yeah. and there's yeah. Continue, yes. Please. There's one, There's proceed at the bottom. Proceed to 10.48.01.
09:00
Speaker 2
not private in the middle. It's in a box. Then it it says click advanced. O K. Click advanced, it says Google Chrome click advanced. Mozilla Firefox, click advanced. And it says continue. Should I click continue? O K. Your connection is not private, it says now it says back to the safety. What should I do? Not secure, it says not secure on the top. No, it doesn't tell me. It says back to safety. [silence]
09:00
Speaker 1
OK. No other words their? advances. ahead OK then there's proceed to the very bottom you click that
10:00
Speaker 2
What's the only thing which is blue? I cannot click anything else. It says learn about the warning. It says a ticker's might be trying to steal your information. Now turn on Enhance Protection. Back to safety. Or advanced. I can click on advanced. Okay. This server could not prove that it is 10.248. security certificate is not trusted by your computer operating system. This may be caused by a misconfiguration or an attacker intercepting your connection. And it says proceed to. Yeah. Yeah, I does. I did that. I did that, sir. Waiting. Okay.
10:00
Speaker 1
Okay, into the recovery key. It's printed at the bottom of each node. You can select one of the nodes. There's a recovery key at the bottom of it. I'm sorry? You can't, sir. You can use the recovery key on any of the nodes. [silence]
11:00
Speaker 2
We said admin password. Enter recovery key. What is that? Should I select the parent node for it? Should I select the parent node first? Should I select the. OK. So what second? I have to, where would that be? I don't know. Uh, okay. I can see it now. Yeah, I have to take a picture. I can't.
11:00
Speaker 1
Okay. yeah create a router password uh make sure it has a an upper case a lower case a number and then a special character then make sure to take note of what you're creating yes okay Okay
12:00
Speaker 2
OK, the parent node recovery key is 09560. Is that what I should enter? OK, 0, 9, 5, 6, 0. Submit. [silence] OK. Choose a password that is secure and easy to remember. Admin password [silence] [silence] OK. and a special character, right? [silence] Okay. Okay. OK. reset. waiting. OK.
12:00