V2 Rubric Detail — 7a0f2970-6b2e-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-18 15:57
Duration
11m 17s
Contact
Whitney Pillsbury
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.5/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+10.0)

V2 Grader Summary

The agent correctly diagnosed that the customer’s laptop was routing through the Verizon gateway via Ethernet, instructed disconnection of the cable, and guided successful access via http://myrouter.local over Wi-Fi. The issue was resolved efficiently with accurate, clear instructions and professional communication, requiring no escalation or additional tools.

V1 Case Analysis

Customer unable to access router admin page (myrouter.local) on LN1100. Agent identified wired Ethernet connection to Verizon gateway as routing conflict. After unplugging cable, customer accessed myrouter.local successfully and logged in.

Troubleshooting Steps
  • Collected product model (LN1100) and serial number
  • Verified laptop was connected to Linksys Wi-Fi network
  • Identified wired Ethernet connection to Verizon gateway as source of routing conflict
  • Instructed customer to unplug Ethernet cable and use Wi-Fi only
  • Confirmed successful access to myrouter.local and login
Key Observations
  • Agent correctly diagnosed routing conflict caused by dual wired/wireless connections to the router
  • Used the correct local access URL (myrouter.local) for LN1100 per KB guidance
  • Confirmed resolution by verifying successful admin page access and login
Positive Highlights
  • Collected model and serial number early in the call
  • Quickly identified and resolved the routing conflict through targeted troubleshooting
  • Provided the correct local URL and confirmed successful resolution
Agent Errors / Gaps
  • Used repetitive filler phrases ('and and and') that reduced instruction clarity
  • Initially mispronounced 'Linksys' as 'Lenso' and 'Lenso dodeca' which caused momentary confusion

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms: 'I'm on the page and then, uh yeah, I'm just signing in and I'm good.' (10:00)
R2 Met Diagnostic thoroughness conf 96%
Agent identified dual connectivity issue, instructed customer to disconnect Ethernet and use Wi-Fi only, then retry myrouter.local — directly leading to resolution. (7:00–10:00)
R3 Met Correct resolution path conf 95%
Agent correctly diagnosed the root cause (device on wrong network due to wired connection to ISP gateway) and applied a targeted, non-destructive fix appropriate to the setup. (5:00–8:00)
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent asked diagnostic questions about connection type and Wi-Fi network name, logically isolated the issue to network path confusion, and confirmed the Linksys network was active. (5:00–9:00)
T2 Met Appropriate tools / resources used conf 94%
Issue was resolvable through basic network isolation and correct URL usage; no advanced tools (logs, remote access) were necessary. Agent used appropriate low-level diagnostics. (6:00–10:00)
T3 Met No misinformation conf 97%
Agent correctly instructed use of http://myrouter.local — the proper local access URL for this model. No technical inaccuracies in guidance. (9:00–10:00)
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control by clarifying confusion, redirecting focus to connection method, and guiding step-by-step to resolution despite customer digressions. (5:00–10:00)
C2 Met Confirmed understanding conf 94%
Agent repeated and rephrased questions when customer was confused (e.g., connection type), used simple terms, and confirmed network name to ensure alignment. (5:00–9:00)
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and saw the interaction through to successful login confirmation. (throughout)
O2 Met Proactive follow-through conf 96%
Agent provided a clear, actionable next step: disconnect Ethernet cable and access myrouter.local — which resolved the issue. (8:00–10:00)
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact. (entire transcript)
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and resolved. (entire interaction)
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution is not applicable. (entire interaction)
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained polite, used 'sir,' thanked the customer, and closed professionally despite minor communication hiccups. (10:00–11:00)
X2 Met Tone & rapport conf 94%
Agent adapted to customer’s confusion by repeating instructions, confirming Wi-Fi name, and maintaining a patient pace. (6:00–9:00)
X3 Met Overall experience conf 96%
Agent avoided unnecessary steps like factory reset or browser clearing; resolved with one efficient action (disconnect cable). (8:00–10:00)
Call Transcript18 turns · 21 lines
Speaker 1
[ silo ] my my router thing or, you know, the web version of the Linksys page. Yes. It doesn't, uh, get there. it just, just the browser just hangs up. it just sits there. It doesn't go to a website. Yeah. It just sits there. the the it goes about an inch, the little status and then it sits and it and it stops. I did myrouter.local. I looked on my router and I don't see an IP address. Um, are are you asking if I'm sorry, I'm not understanding what you're asking. Um, both, both, um, both Chrome and Safari. [silence]
00:00
Speaker 2
Oh, oh, we want to websites. is it the IP address or my router.local? my router. OK. And how many websites or how many browser did you use or did you use another browser or only? What I mean is, are you using a chrome when you try to access the website or did you access on another browser like a Safari or Windows Microsoft Edge or whatever?
02:00
Speaker 1
[silence] And and the website is my, my home, what is it again? My, it just, I'm on support now. Right, myrouter.local. Yeah, so when I hit that, um, on Chrome, I get this site can't be reached. Uh, hello. Oh, we have to get memoir. What's going on? Sorry, that was me, I guess. [silence] Myrouter, myrouter.local. Hmm. [silence] Yeah, no, it doesn't work on either of them.
03:00
Speaker 2
all right my router dot local yeah what device did you user is it? [silence]
03:00
Speaker 1
It's it's a it's a laptop when I do it on my phone it tells me I need to use a computer Model is L is in Larry N is in Nancy, 1100. Serial number is 60 C is in Charlie, 10 M is in Mary, 12 E is in Edward, 04397. [silence] Verizon.
04:00
Speaker 2
Computer, a laptop, an iPad, or a phone, kindly provide the model number and the serial number of your Lenovo dodeca. model number, and the serial number of your Lenso router. that. That. How about the serial number? that. And also for me to know who is your internet service provider.
04:00
Speaker 1
Sometimes it takes me to the FIOS quantum gateway. It's connected to the linksys wifi to the linksys wifi. Yes. is. I am plugged into a a landline as well, but it's showing the
05:00
Speaker 2
OK, one moment here. Um, this laptop that you have, sir, is it connected to the Linksys Wi-Fi or is it connected to your Verizon Wi-Fi? all right so it's connected to the Linksys Wi-Fi. Got it. And it's connected wirelessly, correct? [noise]
05:00
Speaker 1
So, um, yeah, So, the, the Wi-Fi is con connected. It, it could be routing itself through the, um, through the land line. Maybe I should unplug the land line or something like that. I, I don't know. Laptop is connected. Can you, can you, can you repeat the question? Yeah, so, um, MAHAGOYA UM Rule that it's connected.
06:00
Speaker 2
Alright, got it. Your laptop's are um, it's only connected wireless right? There is no other cable connected to the laptop. Um, your laptop is connected wireless to the Wi-Fi or connected directly to the router?
06:00
Speaker 1
Both. Correct. Yes. Actually, no, it's connected to a, the wire is connected to a hub, and then the hub is connected directly to, it's hub may be connected directly to the Verizon router, I'm not sure.
07:00
Speaker 2
so it is connected wired and wireless can you unplug uh... the wireless is it connected directly to the Linksys router? uh... can you unplug the uh cable sir on your laptop and then uh
07:00
Speaker 1
Yes. Uhh, that's what I'll do now. Uh, that's what I'll do now. Okay, so that is unplugged. And I'll refresh. My router.home My router.home It's weird, when I type in my router.home, do I need to put HTTP?
08:00
Speaker 2
use the wireless connections only and and and and and and and and and and and and and
08:00
Speaker 1
[silence] [silence] it's only WiFi. I disconnected my [silence] the WiFi name is [silence] Dharma Initiative Station Four. No, that's that's my Lynxys router. That's my Lynxys router. We don't use the Verizon we only use the Verizon router to bring in the fiber optic and then we use the Lynxys for everything else. [silence]
09:00
Speaker 2
Just to confirm, sir, where is your laptop connected now? What's the wifi name? And is it the Wi-Fi name for your link system router? Or is it the name for your Verizon modem? I see. So, yes, sir, on the browser, kindly type in M-Y-W-R-O-U-T-E-R dot local. [silence]
09:00
Speaker 1
router. Oh, I kept typing my duh.holm okaymy. my routerdot local. Yeah, uh this this could work it's It's something's coming up. Oh yeah, it's loading. It's loading. I wonder if that'll work on so far. I now. I guess it was that LAN line. Okay, good, it's working. I'm on the page and then, uh yeah, I'm I'm just signing in and I'm good. Thank you so much.
10:00
Speaker 2
Yes. you have you have trade 5. percent of free all right so you already on the page and is there anything else or I'm correct Thank you. thank you so much over there and have a good one. Bye. Bye for now.
10:00