V2 Rubric Detail — 7d48b8d4-799f-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-07 01:02
Duration
30m 34s
Contact
John Mcerlean
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00136106
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.4/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall75.7% (-12.3)

V2 Grader Summary

The agent successfully resolved the initial setup issue, with the customer confirming internet access. While technical steps were appropriate and accurate (per Assessment 3), troubleshooting was incomplete (skipped basic checks), and communication lacked structure, empathy, and adaptation to the customer's confusion, resulting in repeated effort. No critical failures occurred.

V1 Case Analysis

Assisted with initial setup of E5450: confirmed ISP gateway (AT&T), corrected WAN connection to yellow port, ran setup wizard, configured Wi-Fi, and verified internet on PC and mobile.

Troubleshooting Steps
  • Collected model (E5450) and serial number (61W10M28FF04360).
  • Confirmed ISP is AT&T and identified upstream gateway.
  • Verified active internet by connecting PC directly to AT&T gateway.
  • Used ncpa.cpl to confirm IP address (192.168.1.104) and default gateway (192.168.1.254).
  • Corrected physical topology: connected AT&T gateway to router’s yellow WAN port and PC to LAN port.
  • Ran Linksys setup wizard to configure Wi-Fi SSIDs and passwords.
  • Confirmed internet access on PC and mobile device.
Key Observations
  • Agent correctly diagnosed the topology issue: customer had the ISP gateway connected incorrectly, likely bypassing the router’s WAN port.
  • All technical steps (IP check, WAN connection, setup wizard) were accurate and aligned with KB guidance for EA series routers (universal_web_browser_setup.md).
  • Customer confirmed internet access on both PC and phone, validating full resolution.
  • Agent repeated ncpa.cpl spelling unnecessarily, reducing efficiency.
Positive Highlights
  • Correctly identified the need to verify upstream internet by connecting PC directly to AT&T gateway (universal_web_browser_setup.md).
  • Accurately guided customer to use ncpa.cpl to check IP and gateway settings, confirming active WAN connection (universal_web_browser_setup.md).
  • Provided correct physical connection instructions: ISP to yellow WAN port, PC to LAN port (universal_web_browser_setup.md, adjacent_gaming.md).
  • Successfully initiated and completed the Linksys setup wizard for E5450, including dual-band SSID and password configuration (EA series setup process).
  • Confirmed resolution by having customer test internet on both PC and phone, ensuring full functionality.
Agent Errors / Gaps
  • Repeated spelling of 'ncpa.cpl' after customer already began typing, causing minor inefficiency.
  • Did not explicitly confirm Wi-Fi password with customer before proceeding, though setup completed successfully.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirms setup completion: 'we configure the router... everything is set up now' and customer verifies internet access: 'I am on the internet'.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent directed IP check via ncpa.cpl and modem reconnection but skipped basic checks like cable integrity, LED status, and physical connection verification before proceeding.
R3 Met Correct resolution path conf 90%
Agent correctly identified this as a new-router initial setup and guided configuration rather than offering RMA or dismissing due to warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified need to verify internet source and checked IP but failed to systematically assess physical LED indicators, cable integrity, or modem status before instructing changes.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used 'ncpa.cpl' to inspect network connections — a valid diagnostic tool for confirming IP and gateway settings given the symptoms.
T3 Met No misinformation conf 95%
Technical guidance (connecting modem to yellow 'Internet' port, using Ethernet, navigating setup wizard) aligns with Linksys setup logic and KB; no contradictions found.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control by guiding steps but lacked clear framing, timeline, and had long silences and disorganized flow, reducing effectiveness.
C2 Partially Met Confirmed understanding conf 85%
Agent spelled out commands clearly but used technical terms like 'ncpa.cpl' without simplification; adaptation was present but inconsistent.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through until customer confirmed working internet.
O2 Not Applicable Proactive follow-through conf 95%
Issue was resolved during the call; no follow-up or disconnect/callback commitment was required or made.
O3 Not Applicable Closure confirmation conf 95%
This was the first contact with no prior case history; no handoff context was needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted for this straightforward initial setup issue.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite and thanked customer but offered limited, generic empathy without acknowledging frustration or repeated confusion specifically.
X2 Partially Met Tone & rapport conf 80%
Agent continued technical instructions despite customer confusion and interruptions; spelling out commands showed some responsiveness but tone/pace did not adapt well.
X3 Partially Met Overall experience conf 80%
Agent avoided making customer perform complex diagnostics but customer had to repeat email, password, and setup details unnecessarily.
Call Transcript54 turns · 58 lines
Speaker 1
yes I need help setting up my uh router my linksys router um every time I try to go to my router dot local it says it doesn't exist uh yes
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored and recorded. 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. Thank you for calling Linksys. This is F, how can I help you? Okay. All right. So, is this under John?
00:00
Speaker 1
John Michael-E-Lean. Alright, um, dad's is going to be different than mine. Let me go check with him. His is mack, Vick and Misha on Yahoo.com. This.
01:00
Speaker 2
How do you spell your last name ma'am? All right. And can I also have the email address please? I'm sorry can you spell it out for me ma'am?
01:00
Speaker 1
M a C, V I C K-I. M I S H A. yahoo.com. Oh, and sorry, and there was an and between Vicki and Misha. So, do you need me to say that again? Cause I got it wrong. Yes. Yes. Thank you, D. a n d a and d. d. D. Yeah. Yeah, uh, I a bit on the little.
02:00
Speaker 2
Okay. All right. So that is again mac, v- mac, v- Mac Viki and Misha. Misha. down Misha or just the letter in like Nancy. Oh. Okay. So that's m a c v i c K I a n d M I s h a at yahoo.com. All right. Can I have the model number and the serial number of your links this device, ma'am. Just try to look underneath it.
02:00
Speaker 1
LinkSector Zero 4360 (uh) and the password is for (huh? Yes.) Cooper 0004360 ( hang on hang on hang on hang on gee whiz cater how do people do this. Hold on. Try that again.)
03:00
Speaker 2
Just the serial number, please, and the model number. It's underneath the router itself. Serial number? That is again, six one W for whiskey, one zero M like Mary.
03:00
Speaker 1
Yeah. Yeah. The model number is, which one's the model number. It's not the Mac address, right? Oh, model E, yeah, E5, 450.
04:00
Speaker 2
Okay, it's six one W for Whiskey, one zero M for Mary two eight F's like Frank, zero four three six O, correct? Okay. And the model number, ma'am, is above the serial number? E5450, okay. And how long have you been using the device? I've had it since [silence] Memorial Day. Okay.
04:00
Speaker 1
I just bought it and it just came in last night and I just set it up today. I mean, I just put it, I connected it to the broadband and the computer today. That was it. The date of purchase. Well, uh, okay. I bought it on the 29th. It came on the 5th. Would that be it?Let me.
05:00
Speaker 2
Okay. Okay. Okay. Okay. So you just purchased the router. So the date of purchase was, I mean, it's July, sixth. I mean, July fifth. Oh, okay. So it is running on. Okay, so this is for initial setup. Now. All right. So who is your internet provider? Your internet service provider?
05:00
Speaker 1
stat on that one. That's... Who's our internet service provider? Is it AT&T or something? I know that's a phone, but I think that they also do internet. Broadband. I don't know if broadband would be the proper... If you set it up. All right. Well, how do we find out who the internet provider is? Maybe that's what's wrong.
06:00
Speaker 2
Okay. Um, do you have a a modem connected to, do you have a box connected to the Linksys right now? [silence]
06:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, it's broadband, I believe. Dad has no clue. he's lost his memory. Um, it's broadband multi service gateway Utimium. Uh Hugh Otymium? Hugh Timium. So my father has no memory, huh? What? He has no idea. Every and every time I ask him, he gets angry at me. Uh, I'll try and ask him again. I'll try and work with him on this. Uh, he I don't think that's going to work.
07:00
Speaker 2
where did you get that box. Mm-hmm. You're paying your paying your. Okay. So yeah, you're paying your internet monthly, right? Where where are you? Um, I mean, do you have any idea? Uh where you're paying those bills from. Is it to. All right.
07:00
Speaker 1
[silence]
08:00
Speaker 2
Okay. All right, here's the thing. Um, it's all right. It's all right, ma'am. Okay. Kiss. we really need to make sure. Yeah, we really need to make sure that you have active internet connection with your modem, 'cause that's the source of your internet. Now, this Linksys router relies on your modem. So, if there is no active internet connection, your Linksys router will not work. There will be no internet connection ma'am. So, did you do you have any computer available? A laptop or maybe a desktop? That's okay. But
08:00
Speaker 1
And if, did any of your bills stop coming in? said I need you to do this unless you want me to go running through your bill. Now? I'm going to go get mom. I'm going to go get mom to help you with that because I can see you're going to fight me. Mom, you're going to have to get involved. Dad's, he's stalling. He doesn't want to get on his billing and check to see what's going on. well the problem is, is that he doesn't know what internet provider we have. Does AT&T provide internet? Yes. That this is is this is an internet. This is is TV. Mom? No. I don't. miss does AT&T provide internet? I think we're supposed to be on AT&T. Yeah, cuz that's also our phone provider, so I'm pretty certain he would have set that up. No, cuz we didn't even know about that again. My dad he's like 79 now and he can't remember anything. He doesn't even remember setting any of this up. He thought I did it and I I didn't. My dad, he's like 79 now and he can't remember anything. He doesn't even remember setting any of this up. He thought I did it and I I didn't. I think it goes out quicker like the internet uh channel too. Yeah, maybe you can get him to call AT&T. He doesn't understand anything else except for phone, that's the only thing he knows how to do. Yeah, so we have a computer. It's just got no internet right now. Yeah. Yeah. Yeah, the broadband multiplex service gateway. We're already connected. I don't know how to connect the computer to it. The router is connected to the computer and this box. This box isn't connected directly to the computer, though. It's connected through the router. So, uh no, it's got a wire. What? Yes, it's cabled.
09:00
Speaker 2
Is is it possible for us to connect your computer straight to your AT&T box? Because you have a, you have a modem connected to the linksys, right? You, you do have a box connected to linksys right now? Yeah, so, so, can we connect the computer to that box? Yes. Can we connect to that box? Can we connect your computer to that one wirelessly? So, is, is your laptop, oh, it has a cable? So, you mean to say the computer is hardwired to the linksys right now?
11:00
Speaker 1
Yes? Sure. Eric? Yes. All right. All right, let me just, back tomorrow.
12:00
Speaker 2
All right. Can we connect that computer, ma'am, to your gateway? Because we need to, right now, we'll just have to verify if you really have active internet connection using your device or your box from A&T, okay? Because again, as I mentioned earlier, it connects this router relies on your modem, that's from A&T. So, yeah, let's just have to connect your computer, hard wire it to your gateway box, to the broad, broadband, broadband gateway or something. You may connect it to one of the ports at the back. Connect it with an ethernet.
12:00
Speaker 1
So the LeanCube itself has nothing to do with wi-fi. It just gives access to wi-fi for the internet. Okay. It says we're connected. says we're connected. Um I I I'll check. I'm gonna check to see if we're online. We have not had
13:00
Speaker 2
I'm sorry. you are connected and a kind? are you online?
13:00
Speaker 1
Does internet service for. We have internet service. He's buying it off of AT&T. Yes, I have internet. When you say what operating system. Yes, well, I believe it's Windows 10. Yeah, I think so. I think that's what it says. But yes, it's Windows. Yeah, type here to search. [silence]
14:00
Speaker 2
Okay, you have internet. Okay. Your computer is running on what operating system, ma'am? Is it running on Windows? Is it running on Windows? Windows 10? Okay. All right. Now, yeah, let me just check the IP address of that computer. So, do you see the search option at the very bottom of your screen beside the Windows logo? Okay. Yes, on search, type in, ncpa.cpl. So, let me just spell it out. That's N like Nancy, C for Charlie, P for Peter, and A for Apple. Okay. I'll try that. It's open. Let me just check out. Okay, perfect. So, first off, please find out all the active connections so that we gonna look at the list. So, on the left side of the window you should see view network connection. Click on that. Okay. Okay. Click on that. Now in the center of the window, you should see all your active connections. Now if you want to check out your IP address as well with this, you can click on the advanced sharing settings from the left hand side in this window. Then you should see IP address there, in the middle of the window. Okay. Okay. So, the IP address is? And so, the subnet mask is? Okay. That goes to this. Okay. Yeah. That's all. So, you can just exit from there. Yeah. Perfect. Thank you. Okay.
14:00
Speaker 1
NC VA Nancy? C for Charlie? OK Charlie. P for Peter. A for Apple. Dot. OK. P. OK. The control panel.
15:00
Speaker 2
Peter A for apple, dot C for Charlie, okay let me repeat, No, No, No, let me repeat ma'am. That's N for Nancy, C for Charlie B for, yes, C for Charlie Then for Peter, else I mean sorry, uh, A for apple dot C for Charlie D for Peter L for Larry NCPA dot CPL.
15:00
Speaker 1
It says, uh, broadband connection disconnected ethernet network, too. All right, I'm there, enabled.internet. Okay. IP four the gateway? Default gateway or?
16:00
Speaker 2
Do you see network connections? all right can we right click on Ethernet and then go to status? okay, so what is the IPv4 connectivity? What does it say? I P V4 connectivity all right and click on details. Tell me what's the IPv4 IP address, please I P address I P V4.
16:00
Speaker 1
address I don't see okay I see it 192.168.1.104 192.168.1.254 [silence] Hold on I'm sorry
17:00
Speaker 2
Okay, it's 1.9.2.1.68.2.1.1.0.4. Okay, and what about the default gateway? Okay, 1.9.2.1.68.1.2.5.4. All right, ma'am. So now, uh, yeah, so please disconnect your computer from this, uh, modem from your AT&T gateway and connect the AT&T broadband gateway back to the Linksys and it should be connected to the internet, the one that says internet, okay?
17:00
Speaker 1
I'm connecting, all right. The Linksys is connected to the computer and a modem is not connected to the computer, or the Linkies. Do I connect it back to the Linkies or what? Okay. See yellow point. See any code? Alright. All right, done. It says network fine. to allow your PC to be viewed. What? Okay, proof. What about the computers? Do what? [silence]
18:00
Speaker 2
connect the modem back to the link sys. And it should be connected to the yellow port. Yes. The one that says internet. The port that's labeled internet at the back. Should be the yellow one. Okay. And yes, you may connect the computer to the lin sis. to one of the numbered ports at the back. The computer. Do you have an extra Ethernet cable? To connect your computer to one of the numbered ports.
18:00
Speaker 1
I do have an, an extra. Yes. Um, right now the Linky is connected to the computer and to the, uh, modem. But I do have another one. It can make. Where'd I connect the computer? All right. My, the computer part is connected to, um, E-thernet 1. Yeah, it says broadband connection and, and asked if I wanted to connect. It's connecting now.
19:00
Speaker 2
Okay, so where did you connect the computer? Okay, which/ yeah, which port is the link? Okay. All right, so can we go to your uh/ do your computer, please? Can we right click on the/ can we right click? [silence] [silence]
19:00
Speaker 1
It says, yeah, it says the modem or other connecting device has reported an error. Broadband connection. Dial up. I don't know. It just what wait a minute. Wait a minute. It says I'm connected. Hold on. Hold on real quick. I may it may have fixed everything. I was on something else. I'm I'm looking right now to see if I have internet. It says I'm connected. It says I'm connected. I just have to check to see if it is true or not. I do now. [silence]
20:00
Speaker 2
Click on the Ethernet connection. where did you get that error? Oh, you have dial up. Can we right click on the dial up connection? Okay. Do you still have the network connections window open? Is your internet working?
20:00
Speaker 1
don't know it's taking a while to load. It says, oh, it just took me to router. Okay. Now it's asking let's get started. the set up wizard will help you configure your router and get it connected to the internet. You will be online in just a few minutes. Okay. I finally reached it. Uh-huh? Yes, it's asking for 2.4 gigahertz network name. Uh, where am I looking for it?
21:00
Speaker 2
Okay, let me know what are the options. Okay, just let me know what are your options, ma'am, because it seems that you're getting the setup wizard. Okay, you may actually set up a different name for that because by default that is link sys or yeah, do you see link sys network there? You may set up a different name for your for the 2.4. It says 2.4 and do you see 2.4 and 5 gigahertz?
21:00
Speaker 1
Yes, I see a five gigahertz as well.
22:00
Speaker 2
Yeah, you may set up a different name for that. Do you want to keep the name Linksys, or you want to to set up a different name? Okay. What about the Wi-Fi password? You want to keep it as well? Okay, you can just hit next. Oh, okay. Well, it seems that, yeah for the 2.4 and the 5 as well. Yes, it's fine. Well, for the 5 GHz just put in 5 there. For the two for the 2.4.
22:00
Speaker 1
All right, now they need their passwords. All right, or B. Yeah, it's the two point, it's the giga trz password. I'm guessing it's the password on the Wi-Fi, the Wi-Fi password.
23:00
Speaker 2
Or you can also put two point four. But for the name, you can set up the same name. It's just that, you can just put two point four and five gigahertz at the end. Just put the numbers. [silence] Is that the Wi-Fi pass...? What did it say there? Is it Wi-Fi password or router password?
23:00
Speaker 1
it just says 2.4 gigahertz password R b o 1 H J F H F H J F H J F H J F H J F H J F H J F H J F now it's router password okay for R0 one. No. 401. R B 0 1. H J F H F A and. It's configuring router settings. Please wait, it says. And. You're such a cute little kitty. Yes, you are, you cute little tail little lumpkin. Oh, you're such a baby. Oh, you're so gross. Oh, you got some yucky spit. It's just your cuteness. All right, little guy, you got to go back down there. Sorry, guys. All right. Email address, huh. And what's my email address. I'm going to use my mom's email instead of my dad's. What? Yeah. Yeah, this is registering the product.
24:00
Speaker 2
okay. okay. what did it say now? Oh, you can actually just skip that. Is it trying to register the product? You can, you can actually just, yep. you can skip it for the meantime.
26:00
Speaker 1
Okay. Once again, you will have to reset the device to factory settings. Okay. That's all there is. Enjoy the internet says. To make sure that I can open up a site. Okay. Yep. I have. Yeah, I'm on and Kitty, can't you quit that? I am on and yes, I am on the internet. I am connected. This is a computer.
27:00
Speaker 2
Okay, and... Okay, now you may check, ma'am, if the please double check again, if you're able to open some sites on that computer. Yes, try another website. Okay, that's very good. So just please take notes of the Wi-Fi settings on your Linksys router, because if ever you need to like connect other wireless device.
27:00
Speaker 1
Sure, I'll do that. Alrighty, let's see here. I will do display, connection, um, So which one do I go for? 2.5 or five? Sounds good to me. All right, let me, uh, for the. How do we get in?
28:00
Speaker 2
Would you like to check your phone if you're able to connect? [silence] If you're able to see the five, then just connect to the five. It will give you a better connectivity.
28:00
Speaker 1
I'm next I'm connected okay that little baby oh your prayer is so cute let's see here yes I'm online no that should do it
29:00
Speaker 2
okay. he Now check if that is online. [silence] great. [silence] all right ma'am. So yes, would there be anything else that you need help with. [silence] okay. I really appreciate your time and your patience.
29:00
Speaker 1
Yes. Yes. All right. Thank you. Thank you. Thank you, too. Bye.
30:00
Speaker 2
what we actually did was we configure the router, okay, to make it communicate with your modem so everything is set up now. and just please take note of your Wi-Fi name as well as the Wi-Fi password. okay? so for more information, just please visit our website, support.linksys.com. this is Epi from linksys. thank you again for calling and you do have a great night. take care, ma'am. Bye.
30:00