V2 Rubric Detail — 84ca26be-8148-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 18:59
Duration
29m 17s
Contact
864-921-2244
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.86/5
Overall48.1% (+12.2)

V2 Grader Summary

The agent committed material technical errors (misstated default SSID as 'Linksky', used public IP as gateway) and omitted key troubleshooting steps, leaving the issue unresolved despite ownership and empathy. Best-effort OOW attempts were incomplete, and customer effort was unnecessarily high due to lack of streamlined guidance. Resolution outcome is Partial Resolution as R1 was Not Met but R2 showed partial advancement.

V1 Case Analysis

Customer unable to log into E7350 router after power outage; 2.4 GHz devices offline. Agent incorrectly used default gateway IP as router URL and stated wrong default Wi-Fi name (Linksky). No login achieved. Agent will email steps and schedule callback.

Troubleshooting Steps
  • Requested model and serial number
  • Checked whether Wi-Fi name was default or custom
  • Guided customer to run ipconfig and locate default gateway
  • Instructed to enter the default gateway address in a browser
Key Observations
  • Agent incorrectly stated default Wi-Fi name starts with 'Linksky' instead of 'Linksys'.
  • Agent instructed customer to use the default gateway IP address as the router's web URL, which will not reach the admin interface.
  • Standard login troubleshooting (myrouter.local, recovery key, admin password reset) was never attempted.
  • Call ended prematurely due to customer's doctor's appointment without resolving the core issue.
Positive Highlights
  • Collected model and serial number early in the call.
  • Confirmed warranty status and set expectations about limited support for out-of-support device.
  • Offered to send detailed instructions via email and arrange a callback for continued support.
  • Maintained polite and empathetic tone throughout the call, especially when customer expressed frustration.
Agent Errors / Gaps
  • Stated incorrect default Wi-Fi SSID prefix ('Linksky' instead of 'Linksys').
  • Instructed customer to use the default gateway IP address as the router's web URL, which is invalid for admin interface access.
  • Failed to guide customer to use correct local access URLs (http://192.168.1.1 or http://myrouter.local).
  • Did not attempt recovery key or password reset procedure despite customer being locked out.
  • Provided no valid troubleshooting path for EA series login issues per KB documentation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the customer's inability to access router settings; call ended with promise to email steps and callback without confirmation of issue resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through ipconfig and default gateway checks but omitted critical steps like power-cycling, trying 192.168.1.1 directly, or verifying wired connection.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged OOW status and attempted best-effort troubleshooting but did not execute a full OOW flow (e.g., factory reset, bridge-mode check, firmware update guidance).
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (can't log in) and asked about Wi-Fi name/connectivity but missed key diagnostic questions (wired vs wireless, power-cycle status, recent changes).
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used ipconfig via CMD to retrieve network configuration — a relevant and necessary tool for identifying the router's IP address.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated default Wi-Fi name starts with 'Linksky' (should be 'Linksys') and treated public IP 75.139.28.1 as the router's default gateway — both are material technical errors contradicting KB guidelines.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call progress but exhibited long silences, unclear transitions, and delayed setting expectations (e.g., only mentioning email callback at 27:00 amid customer frustration).
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language and apologized but relied on filler words ('uh', 'so'), failed to confirm customer understanding, and did not adapt communication for customer's expressed confusion/frustration.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, performed troubleshooting without unnecessary transfers, and committed to sending follow-up email instructions rather than dismissing the customer.
O2 Partially Met Proactive follow-through conf 85%
Agent promised to email steps and allowed a callback but provided no concrete timeline or accountability (e.g., 'I'll send it' without estimated delivery or callback window).
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced, and no handoff occurred during this interaction — first contact with no documented continuity gaps.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed, and none was warranted — issue was within L1 scope despite OOW status (troubleshooting attempts made, no complexity/legal-risk triggers present).
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent sincerely apologized for inconvenience, acknowledged repeated effort ('I appreciate you'), and thanked customer for patience — demonstrating consistent empathy under pressure.
X2 Partially Met Tone & rapport conf 80%
Agent remained polite but failed to adjust pace/style despite customer frustration (e.g., continued technical steps without simplification checks, monologue-like guidance).
X3 Not Met Overall experience conf 90%
Customer was forced to run multiple command-prompt steps, manually type/long IPs, and navigate browser settings — avoidable effort that increased friction without agent-side automation or streamlined guidance.
Call Transcript48 turns · 53 lines
Speaker 1
Welcome. Uh, yes, I called earlier and they tell me that my router was just last month out of the, I guess, the technical help period. And so she sent me a link. But I can't, I can't get, I can't get logged into this thing to connect to my router, even through a mobile app. I even tried it on the mobile app to see if it was easier because what some of the things were saying. But it it just won't it just says it can't.
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. Hi, thank you for calling Linksys technical support. My name is Ellie. How can I help you? Okay.
00:00
Speaker 1
Find my router when I try to log into it, so I don't know what the heck to do. But I'm at work. Yeah, I'm at work, and I can't print anything because I can't get my router to work. Mhm. Mhm. Yes. She said it was out of technical support last month. Uh, I've got a serial number. Okay. All right. Three seven Alpha 10 Mary two eight Alpha. [silence]
01:00
Speaker 2
Okay. Okay, I see. I see, I do really apologize for this inconvenience. But can I please have the model number and the serial number of your router? Just to make sure since you mentioned earlier, that it's already out of technical support or it's no longer covered. Can I have the model number? Oh, yeah, that'll do.
01:00
Speaker 1
Yes, you are. active mobile what? Mobile data. Yeah, I mean on my cell phone? Yes. Correct. Correct. I did. I want to log in because yesterday our power went out. [silence]
03:00
Speaker 2
Okay. So, um, I don't know. Don't know if you have an active mobile data. An active mobile data. Yeah, mobile data. Yes. On your phone. So, the email address that we have on file is your first name. Your last name, the number 75 at yahoo.com. And did you receive the email that was sent, uh, earlier? Okay. And the only reason, um, you only want to log into your router settings, is that it?
03:00
Speaker 1
yesterday, and when it came back on, it reset everything. And I don't know how, but somehow it, the way they explained it to me was that it probably changed the settings in my router that would allow the 2.4 devices to sign in because now the the components in our office, our security system for one, our printer, neither of them can sign in to my internet and that's what they're telling me is because the router is not allowing the 2.4 devices to sign in and that they said I needed to go into the router and change the settings to allow that, which I have never done any of this, but I cannot, no matter where I go, which way I go to try to log into. My router link Local, my router local and everything I've tried, I can't get it to identify my router. But, now my pc my laptop, my desktop is online. I mean, I'm on wifi. It's working. But I, for some when I try to yeah when I try to log in with the the mobile link sys, it says something went wrong. We can't detect your router. I I think so. I'm pretty sure it is. Yeah. It's not. [silence]
04:00
Speaker 2
Mm-hmm. Okay. Uh-huh. Okay. So you, uh-huh. Uh-huh. Okay, so the desktop is online, and is it wired connected directly to the Lynx router? Uh, cuz okay, cuz we just really wanna make sure, or we just really wanna double check that one because if you are, or if this desktop is might be connected to another router and not directly to your E7550 cuz I'm saying E7350. Mm-hmm.
05:00
Speaker 1
Yeah, it, yeah, there's, yeah, there is not another router here. It is. Right.
06:00
Speaker 2
so, um, is this the- is this is this a Windows computer? [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] okay. Okay, uh, just give me one one moment. Yes, I did actually also check this router, the E7350. So yes, it's already on end of end of support. So the technical support of of this router is indeed uh, ended last June 11 of 2023. So that's basically just last month. But I will- the only way that I can help you on this one is just to confirm something. So, did you customize the Wi-Fi name before? Or you are using the default Wi-Fi name of your router. [silence]
06:00
Speaker 1
I'm guessing it's, I'm guessing it's default, because honestly, I've never done anything specifically to my router except hook it up. (silence) I don't. How do I check that? (silence) Okay. Yeah, I got you. (silence) Okay. Okay, well, it has the name of of the business. When I, when I look at my, yeah.
07:00
Speaker 2
Okay. Can you check the default Wi-Fi name of your E7350? So the default Wi-Fi name of this router should start with the word Linksky. [silence] Okay. Can you see [silence]
07:00
Speaker 1
No, the one for that one is, that was fast. Thank you. Is, um, it's a custom name. You know, I, I guess, I I hate, I hate to sound stupid, but I guess so. I, I, yeah.
08:00
Speaker 2
[KEEP_UNCERTAIN] OK. It's a costum bum bum bum bum bum bum bum costum name and is uh do you remember that that custom name is the one that your Lynxsys router should be carrying or should be broadcasting? Uh no no oh you are uh you're pretty fine, OK. Uh I just really wanna make sure like uh that we are on the same page because if we cannot really identify like what is the Wi what is Fi name that your E7350 should be broadcasting, then we are really not going it to some where like know that we are not really resolving the issue because we cannot isolate it.
08:00
Speaker 1
Yeah, I can, I can tell you, I can tell you which internet I choose when I go on my phone and then I want to sign in here. I can tell you what the name of that is. So I guess, I guess that is, yeah. Is correct. Okay. It, um, it already is connected to it. Correct. Okay.
09:00
Speaker 2
So, like, you know, but you but yeah, you're fine. Uh-huh. Okay. And can you confirm that. Oh, okay. So, that what the so the WiFi name has been being customized. Okay. So, can you, can you try connecting your phone to that WiFi name? Uh-huh. Okay. That's good. So, it's already connected to it. Okay. Now, let's go to your desktop. Uh-huh. And since you mentioned that this is a Windows computer. So, is it running Windows 10?
09:00
Speaker 1
I don't know. I don't know. It's on the center. Okay. Boy Mary boy. Oh. Charles Mary Delta.
10:00
Speaker 2
with a Windows 11 operating system, or a Windows 10. If it is a Windows 11, the search bar or the search bar with the magnifying glass must be on the center. And if it's running on Windows 10, it should be on the lower left side. Okay, so it's a Windows 11. So, uh, hover the cursor directly to the search word and then tap on it. And then type in the word the letters CMD. Yep, those three letters, and then just press enter to start running the CM. [silence] So the CMD will start at [sound]
10:00
Speaker 1
Right. Yes, a black black window. Right. Right. Both capital, IP what? What? [silence]
11:00
Speaker 2
So that will be a command prompt. So open it. And then a black, a solid black window will appear. Yeah. Okay. Now I want you to type in I-P-C-O-N-F-I-G. Ah no, all are small letters. IP config. So that's it. Let me just spell it out so that we can get it correctly. So India Peter Charlie Oscar November foxtrot India George.
11:00
Speaker 1
OK. OK. Right. OK. I see it. You want the long number, the whole thing? OK. It's got a long one and then under that the IP address is set, it's seven five.
12:00
Speaker 2
And then just press enter. So there should be a bunch of information that will appear. Now, I want you to look for an information that says default gateway. Okay. Can you give me those numbers? Uh, it's not a very long number. That should be composed only with uh four? Like, let's say 192 or maybe 10? Something like that.
12:00
Speaker 1
Dot one three nine dot two eight dot one. Yeah, it does, well, that's a different one. The IPV four address is a different one than that. I can. Okay, below that there is a very long, uh, number. And then it has, yeah, under the default gateway, yeah. Yes, it is lower case, F as in Frank. Lower case, E as in.
13:00
Speaker 2
okay that's IP address what is that IP address is it IPv beforehand can you see the subnet mask okay below the subnet mask what's what does it says and that's under the okay okay so the default gateway has a very long number to see you could give it to me please please yeah
13:00
Speaker 1
**Edward**, what is the internet status of the media **State** connection. Wireless **LAN**? That is the only thing on here that says default gateway.
14:00
Speaker 2
Okay. Yeah, colon, colon, and. maybe that's 8-6-2 D. something like that. Okay. So, so that's not the one that we are looking for. Can you scroll down a little bit more? If you can see, another information about default gateway. Okay. Okay.
14:00
Speaker 1
yes. uh huh. I, you know, I don't know if it was before or after. I was actually on the phone with my internet, um, uh, supplier and I thought something was wrong with my internet. And so when I called them, I was on the phone with him when the power shut off and then immediately turned right back on. and it reset everything. And then, but I can't, he did test the modem and the router to, to see if they were connected.
15:00
Speaker 2
Okay, and it has like a lot of numbers. And that is not actually the one that we are looking for in this time. Um, and also, by the way, Miss Sherry, right after the uh, the power outage, did you turn off the modem and then turn off the Linksys router as well? Uh huh. Oh, okay. Uh huh. Uh huh. Uh huh. I don't think I uh,
15:00
Speaker 1
And he, and he did make me power off, one of them, I can't remember, but I can't remember if that was before or after the power went off and then back on, uh huh.
16:00
Speaker 2
Uh-huh. So, for this one, it might be the router did not really reset itself, because it's still carrying the Wi-Fi, that I mean, the network name or the Wi-Fi name that has been customized before. It's just that the printer and the security cameras have been disconnected due to that power outage. So here are the things that I can actually give you to re-connect it. So, on your printer, what printer is this one? Okay, so that Canon printer, I believe you can navigate on its settings. [KEEP_UNCERTAIN] So go to the WiFi settings of your Canon printer and then look for the WiFi name or the network that your phone is currently connected to and then remove or forget that network or much better ask for a help from a Canon printer technician so that they can walk you through on how to reconnect again that printer. The second thing is regarding with your security cameras, are you using an app to manage them? Okay. So on your app, maybe you have also the option to forget the network and then reconnect all of them. That can might actually help and if it will not gonna work, you can also try, you know, calling if your security cameras if they [silence] Okay, and then, but can we, since we are still on your desktop, let's try if we can pull out the router settings of your links this device, because this is the only thing that I can help you, and aside from that uh nothing else, especially with some troubleshooting, so please open a browser. Okay, and then on the browser on the url bar, on the topmost search bar. Yes. So, type in [silence] [silence] http://my Router.local. so http://my Router.local. And then just press enter. So did it bring you to another page or [silence] uh [silence] Uh, what IP address is it? Okay, same information as what you have provided earlier. Uh, can we try this one? So put that numbers on the address bar. So 71.82.79.
16:00
Speaker 1
Okay. Just put it by itself in the address fark? Okay. It says there were no results for that. 192.30. 1.1.1.1. It won't let me search.
21:00
Speaker 2
So, you want to change it. Um, so like, 192 dot 168 dot 1 dot 1 Yes. [silence] Yes.
21:00
Speaker 1
[KEEP_UNCERTAIN] Well, either. It's gonna help. This is why gets, well, it's looking for it, but it's saying page cannot be found and that address took too long to respond. I am just kind of, and I tried both of those because those were on the email that the other girl sent me, doing both of those ways, but, and I tried it, but neither one would bring me to anything.
22:00
Speaker 2
Oh, okay. Uh-huh. Oh, okay. Oh, okay. Uh, let me just check if I can uh, pull out some other. Okay. Um. Uh, Scott.
22:00
Speaker 1
[silence] yes [silence] okay. okay. [silence] All right. All right I'm there. okay. [silence] okay, I'm there.
23:00
Speaker 2
Garry, can you go back to the search bar located at the most lower center of your screen? Okay. And then type in control panel. Uh-huh. Uh give me one moment. So, and then look for network and internet. And then from the network and sharing, uh yeah, tap on network and sharing. Okay. And then you can see there the.
23:00
Speaker 1
Shit. Hold on a second. I'm sorry. Okay. Yeah, that says connections, Wi-Fi.
24:00
Speaker 2
Access type? Right? Okay. Okay. Okay. So can you see now the access type that says, "internet"? And then, Connections, Ethernet. Okay. Wi-Fi. Click on that one. And then, another tab will appear. Yeah. And then, tap on details. Okay. So, there's a lot of information that will show up on your screen. Look for IPv4 Default Gateway.
24:00
Speaker 1
okay, default gateway. And it has the seven, the 75. 139. 28 1 75.139.28.1 [silence] you want me to close all that? Okay. okay [silence] all right. [silence] All right, you want me to put that number in?
25:00
Speaker 2
For default gateway, yeah. I'm sorry, what was that again? Uh, okay. Let's use this. Uh, let's go back to your browser. Ah, yeah, close all that. You can close them now. And then let's go back to your browser. So, yeah, put those numbers into the address bar or to the URI.
25:00
Speaker 1
Yeah, and it's, all right, all right? Two A, dot one, all right, okay. Yeah, it says the same thing it's been saying. Can't reach this page. I don't, it's like it cannot communicate. It's using the router, but it can't communicate with it. I don't understand it.
26:00
Speaker 2
75. 13. 28. 1. So, 75. 139. 28. 1. Just press enter. The computer can't communicate or the router's not allowing the computer to open the gateway. So, since we already have this default gateway information, how about we this one, mm, miss Sherry, okay? Um, I'll be sending you some.
26:00
Speaker 1
okay yes i can but i can but the bad thing is is can can i call you back because i know you're trying to help me and you have no idea how much i appreciate it but i have a doctor's appointment in 30 minutes i have literally i've i've been working on this since 9:00 this morning but if you can send me that email can i call you back in the morning is that possible
27:00
Speaker 2
some troubleshooting steps and then I'll be including this, uh, default gateway that we just actually gathered. So since the computer is online can you receive that email on that computer that you're also using right now. Okay. So, uh, can you give me two or three minutes to craft it and then... Oh, okay. Oh, okay. I, uh. Oh, yeah. Yeah, absolutely, but I just I just really want to give you a heads up.
27:00
Speaker 1
Okay. Uh-huh. Right. Yeah. Right. Right. Right. Right. And what was your name? Allie. Okay. I do. Yeah. I will. I will. And I'll look for it now.
28:00
Speaker 2
So for this kind of a router, the only real, I mean the only way that we can only help you is on how you can access the web browser interface of your router. Now, that's why I'll be sending you the email. But you can still definitely you know call us back so that the next technician can review the email and like you know help you walk through, I mean, they can help you walk throughout the process on how you can at least access the web browser interface of your E7650. Say once again. Ellie. Yeah. So yeah, after this call me Shari and since you mentioned that you do have a doctor's appointment, so we'll still be crafting the email. So just please expect it. Okay?
28:00
Speaker 1
Now I appreciate you because you have actually been more helpful than anybody. All right. All right. All right. Send that send that to me. Ah you too. Thank you. Um, bye-bye.
29:00
Speaker 2
Thank you so much, Mrs. Sheriff. So, yeah, have a have a wonderful day ahead. Yeah, absolutely. Thank you. Bye bye.
29:00