V2 Rubric Detail — 841e2022-6ab3-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 01:17
Duration
29m 56s
Contact
Monica Foster
Issue Type
Router Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00133856
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to access firewall
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent explicitly refused further assistance solely due to out-of-warranty status, violating the OOW best-effort standard by not providing troubleshooting (e.g., factory reset instructions) despite the issue being resolvable through self-service steps.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical4.06/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent provided technically accurate information but failed to deliver best-effort support for an out-of-warranty device, stopping assistance prematurely. Despite identifying the correct path (web interface, Security tab), no actionable steps were given to reset the router or access settings, resulting in unresolved customer effort and a violation of the OOW standard, triggering an auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer (Monica Foster) unable to access firewall settings on out-of-warranty Linksys router via app. Agent directed to web UI (myrouter.local/192.168.1.1) but customer could not log in. No reset steps or paid-support option provided. Call closed with self-help guidance.

Troubleshooting Steps
  • Confirmed firewall settings are not available in the Linksys app and are only accessible via the router's web interface.
  • Provided correct local access URLs (http://myrouter.local and http://192.168.1.1).
  • Collected serial number and confirmed out-of-warranty status.
  • Explained that a forgotten admin password requires a factory reset.
Key Observations
  • Agent correctly identified that firewall settings are only accessible via web UI, not the app, per KB guidance.
  • Provided accurate local access URLs (myrouter.local and 192.168.1.1).
  • Failed to offer factory reset steps despite stating it was necessary.
  • No paid-support option presented after confirming out-of-warranty status.
  • Customer struggled with URL format; agent's clarification caused confusion.
Positive Highlights
  • Correctly explained that firewall settings are only accessible via the router's web interface, not the Linksys app.
  • Provided accurate local access URLs: http://myrouter.local and http://192.168.1.1.
  • Collected serial number and performed warranty lookup, confirming out-of-warranty status.
  • Accurately described the location of security settings under 'Router Settings' in the web UI.
Agent Errors / Gaps
  • Mis-spelled customer's last name as 'F-O-S-D-R' instead of 'F-O-S-T-E-R'.
  • Did not confirm whether customer knew the admin password before stating a reset was required.
  • Failed to provide factory reset instructions despite stating it was the only solution.
  • Did not offer paid-support option after confirming out-of-warranty status.
  • Gave confusing URL instructions (e.g., 'my router, period, local'), risking customer error.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent stated they could not assist further due to out-of-warranty status and did not resolve access to the firewall or provide a viable path forward.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided customer to use browser and myrouter.local, confirmed connection type, but stopped troubleshooting when password issue arose instead of guiding through reset.
R3 Not Met Correct resolution path conf 95%
Agent used warranty status as reason to stop helping, violating OOW standard which requires best-effort troubleshooting (e.g., factory reset guidance) even for out-of-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (can't find firewall) and asked about connection type, but failed to diagnose why login failed or confirm correct URL entry.
T2 Met Appropriate tools / resources used conf 94%
No specialized tools were required; agent correctly relied on standard KB knowledge (myrouter.local, UI navigation) appropriate for the issue.
T3 Met No misinformation conf 97%
Instructions (use myrouter.local, firewall under Security tab, reset if password forgotten) align with Linksys documentation and are technically accurate.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control but had multiple silences, unclear transitions (e.g., 'don’t click on connectivity'), and repetitive questioning.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple terms but did not adapt to customer’s confusion (e.g., URL format) or consistently verify understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent stayed on the call and did not transfer, but relinquished ownership by citing warranty status as a reason to stop assisting.
O2 Not Met Proactive follow-through conf 93%
No clear next steps provided; agent mentioned reset was needed but gave no instructions or timeline, leaving customer stranded.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
No empathy expressed; agent used repetitive 'ma’am' without acknowledging customer frustration or effort.
X2 Not Met Tone & rapport conf 92%
Agent maintained a rigid, unresponsive tone and did not adjust pace or style despite customer confusion and repeated difficulties.
X3 Not Met Overall experience conf 95%
Customer repeated personal info, struggled with URL format, and received no support to reduce effort (e.g., no reset steps, no simplified guidance).
Call Transcript35 turns · 38 lines
Speaker 2
Welcome to links support. To ensure quality service, your call may be monitored. For In-Warranty products, our support team is available to help with performance and hardware issues. register your product by visiting register dot links.com Please have your device serial number ready. For assistance, Press 1 now. For Out Of Warranty products, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. Thank you for calling Linux technical support. My name is Paul. How may I help you today? [silence] Okay, what seems
00:00
Speaker 1
So I'm trying to ... well, I want to see how you the firewall where's the firewall on the on the router? How do you see that? [silence] I'm on the setup page, but I don't see it. Okay, so on mine, I don't have security on here. I have advanced settings. Unless this needs to be an updated. No, it would have been updated already.
08:00
Speaker 2
But this router, ma'am, is just a home router. So, it has a firewall, but it's just like a standard firewall. But yes, you can access the firewall, ma'am, on the router's setup page. By the way, ma'am, what specific settings yeah, on the firewall is what, specific settings that you want to set up on its firewall? It's under security,
08:00
Speaker 1
I don't see yeah, I don't see security at all. I'm on the app. Mm-hm. Well, that's why I'm just asking, is this the latest app? That's what I'm wondering. I don't see it. on the setup page of what? So like a Google you mean? [silence] Google [silence] P uh-huh Google Mh
09:00
Speaker 2
Uh, are you on the Linksys app right now m'am? Are you on the Linksys app? I see. Hold on then. Let me . Uh, yeah, hold on. Let me just double check. Okay, because on the app, uh, hold on. Let me double check m'am. Yeah, yeah, it's not available option on the app. On the app you only have the parental control option and uh, yeah, so that option is only available on its on the setup page of the router. Yes, using the browser. So you can only access the security option on the router's web interface via browser. Yes, like Google Chrome.
09:00
Speaker 1
okay, so, would I go okay, I have a desktop. I don't think my laptop is charged. okay, let me go in here. I don't think it's charged up, but let me see. First name is Monica. Last first name is Monica. excuse me. last name is Foster. F O S T E R. M Y R E N I T A 44 at AOL.com.
10:00
Speaker 2
You can access using its IP address. Do you have a laptop, ma'am? With you, a computer? Yeah, let's couple those. Long as it's long. Yeah, that's a go, ma'am. This couple this, couple that. Okay. Oh, by the way, ma'am, before we proceed on this great first ticket for you. Can you uh you gonna help your first name, ma'am? And your last name. By the way, ma'am, your last name is supposed to write. Hmm. Okay. F-O-S-D-R. Right? Okay. And how about your email address? Okay. So, this correct, ma'am, if I get it correct. So, that's Myrena Isita 44.
10:00
Speaker 1
[KEEP_UNCERTAIN] mm hmm mm hmm cereal no sorry I haven't had this thing for so long okay I will I one okay mm hmm Okay, I'm gonna have to take a picture of this. This is way too small for my eyes.
11:00
Speaker 2
Okay, and can I have the serial number of your Linksys router? Yeah, you can check the serial number on the bottom of the unit. It's at the bottom.
11:00
Speaker 1
okay, so serial number is you want to just the numbers once, is it the one seven once okay 17A 11 J O C J O C 6 0 0 8 8 8 is it Time Warner? Time Warner. Time Warner.
12:00
Speaker 2
[silence] Yeah, the, I know, the, the entire serial number. Mhm. Okay, that's 171824600888, right. Okay, and also from, I mean, who's your ISP, your internet service provider? Yeah, what company? Okay, time. No, thank you. Okay.
12:00
Speaker 1
Sure, sure. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Yeah, I like Yeah, I [silence] Yeah, [silence] I
13:00
Speaker 2
So yeah, may I please just call on hold now, just give me a 2 to 3 minutes. I just have to verify the warranty status of your device and I'll be right back, okay? Just stay in the line. [silence]
13:00
Speaker 1
what is the blast and they started watch we're going oh I know mhm okay okay yes yes we're not correct not connected to the desk no it's not you want me to connect the desktop to the router like connect it
16:00
Speaker 2
Hello, ma'am. OK, thank you very much for patiently waiting, and I'll proceed just without long hold. So upon checking, ma'am, it appears that your device is already outside of its warranty period, and unfortunately, maam, yeah, we don't support devices that are already outside of its warranty period, OK? However, regarding your concern, ma'am, I can show you how to access the router's setup page, OK? We are not, uh. Yeah, OK. So yeah, you mentioned now you have a desktop there that is connected right now directly to the router. OK. So on your desktop, ma'am, please launch. Oh, but uh, how? May I know how's the desktop connected to the router right now, ma'am? Is it connected by a wire?
16:00
Speaker 1
OK, yes. I haven't had to use a wire. I mean, I haven't had to use something talking for a long time. OK. So, OK. So I have the desktop on. Make sure I'm in Google Chrome. OK. OK. My router. My router, R-O-U-T-E-R. Local.
17:00
Speaker 2
Wi-Fi or wired? Oh yeah, that's fine Wi-Fi will do. Yeah, wired or wireless. See I, that's okay. I as long as I say connected to yeah, yeah, it's via wired all the wireless. that's how we define that connectivity. Okay. Yeah, so on your desktop, Ma'am, please launch a browser, can launch Chrome. Then on the address bar, please type my router.local. That local
17:00
Speaker 1
Okay. You and just enter. uh it says my router dot local and then it says my router local 192 168 dot I mean 192.168.1.1. uh I haven't pulled it up, which one do you want me to pull up? let me let me okay, here you how to log log into okay here you go. Okay, no this is it says how okay so I should put up Lensky. It says how to log into your Lensky dual band. Okay, not this. Mm-hm.
18:00
Speaker 2
Okay, right, what- what- what can you see on the screen? Yes. Sure. Yeah. Yeah. What is that? Is that the link to that page? Is that like that blue screen? Or no. I don't know. You don't have to you don't have to search for any such result. Yeah, that's not the one, man. That's not the one. That's not the right one. Uh, let's try this. Try to yeah, instead of my router, that local. Oh, no. No. Let me check something.
18:00
Speaker 1
myrouter myrouter dot local oh period okay that's why and then no period after local no period okay yeah so it just comes up there's two does you have lindy is OK sma smart Wi fi router user that's the one
19:00
Speaker 2
Wait a minute, mum. did you type in my router, then period, local? Oh, my God. Mm-hmm. Period? Period. Okay, so that's the result. Yeah, there should be a period, my router, period, local. There should be a dot. There's no period after local. Just like how you type a website, instead of dot com, use that local. No, no, okay, it should not be one.
19:00
Speaker 1
it says support, and it still comes up with, it, oh, you know where the HTTP you mean? okay, okay. it's still black and white though, and this is a, it says enter, it says enter your router password, let me see, hmm, no, this is, okay, it should be blue, right? it should be blue.
20:00
Speaker 2
another one should please can you try it again man I'm man and make sure to type it on the address bar because maybe you you're just typing it on the address bar it should be on the address bar where you yes yes that portion ok I seated the blue screen them it's a needles logo but it's like the color of the screen their is it blue yes
20:00
Speaker 1
What do I enter my router, password and click sign in? But the box doesn't allow you to I didn't allow me to type anything in there. Okay, let's see. So, this is just says Lindsay support. Center. I know what page you're talking about. I I do know what page you're talking about. But I don't see. Let me see. I I know what you're talking about. Uh, [silence]
21:00
Speaker 2
and it should ask for uh router password on the right-hand side there should be a box yeah to enter your router password what is the color of that page man yeah [silence]
21:00
Speaker 1
Let me see. Okay. Oh, I didn't. I can't, for some reason, enter your router. Can't access your router. I'm not sure if it's about entering either my router or local R192. Uh-huh. That's fine. Yeah. Okay, there we go. I'm just putting in my uh route of password. [silence]
22:00
Speaker 2
How was it ma'am Yes So yeah if you forgot your router password then there's no other way Like to retrieve the router password So the only way to get To access the setup page if
23:00
Speaker 1
We said it. I know that's the right one. So hold on.
24:00
Speaker 2
If you forgot your router password, you have to reset and configure the device. Unfortunately, we cannot assist you further since your device is already outside of its warranty period. [KEEP_UNCERTAIN] Okay. How was it, man? Were you able to access the setup page? [silence] Yeah, because I'm afraid that this is how far I can assist you regarding your concern. Okay? Yeah. Since your device is, uh-oh.
24:00
Speaker 1
which one is it? Oh, maybe it's under connectivity. [silence] [silence]
27:00
Speaker 2
Yes, I'm here. Yeah, so yeah, you can check maybe the firewall option under security. Yeah, that's where you can find the firewall option. It's under router detail, router settings. Settings. Under router settings, you have connectivity, troubleshooting, Wi-Fi settings and security. Below the, those option, ma'am, so you have there the device list, right? Yes, it's access. Yeah, under, router settings. Are you on the router setup page, ma'am, using the desktop? [silence]
27:00
Speaker 1
I am on the desktop. Yes, I am. Yes, I am on connectivity. Mhm. I see connectivity. Okay. Okay. So on connectivity, I see wire, wired connectivity. Don't click on them. Okay. Router. It says, connected devices. Router, internet. Network map. Network map. Yes, access.
28:00
Speaker 2
on the desktop computer, not on the app. Okay, so, on the Leaf Smart WiFi page, can you see the option that says connectivity, troubleshooting, WiFi settings, or wireless? Yeah, but, no, do not click on connectivity. Okay, okay. so under router settings that you have connectivity, troubleshooting, WiFi settings, and security, new notifications. not click on connectivity okay. Yeah. don't do that. click on cancel, cancel the connectivity window. Yeah. close that one. New. Okay. Okay. so on the left hand side, you have the Smart WiFi tools, then the, what do you call it? the options, transfer the Smart Wi-Fi. not network map.
28:00
Speaker 1
Okay, parental control, priority, speed check, external storage, routing setting, connectivity, troubleshooting, Wi-Fi 70, manage device, okay, security at the bottom. [silence] Okay. [silence] Okay. [silence] Okay. [silence] Okay. [silence] Thank you, I appreciate your help. [silence] You too, sir. [silence] Okay, bye bye. [silence] Let's see.
29:00
Speaker 2
yes so that's where you can see the power pop option the router ma'am in there are those are the only settings for firewall on the integer yeah so mentioned this is just home router so it doesn't have an advanced feature regarding the firewall okay so that's where you can change in the firewall mak la char. Okay yeah so you're welcome and once again my name is from the from technical support have a great day.
29:00