V2 Rubric Detail — 84cdd55c-81b6-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 08:07
Duration
28m 4s
Contact
+85216169100
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Xiangjie Zhang
HappyFox Case
#LTS00137589
Support Country
Hong Kong
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1401 经常红灯断网
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (8 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical3.12/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall41.9% (+1.9)

V2 Grader Summary

The agent conducted partial troubleshooting using the router interface but failed to escalate a persistent red LED—a clear KB-documented trigger—despite the issue remaining unresolved. Technical efforts were meaningful but incomplete, and case continuity was only partially maintained. No critical failures (e.g., avoidance, discourtesy) triggered auto-zero, though escalation judgment was deficient.

V1 Case Analysis

Customer reports LN1400 with solid red LED and no internet after reset and IP change. Agent guided LAN IP change to 192.168.10.1 and DHCP adjustment but did not verify WAN link or internet connectivity. Issue unresolved; router still shows red LED.

Troubleshooting Steps
  • Accessed router UI via 192.168.1.1 after reset
  • Changed LAN IP to 192.168.10.1 and adjusted DHCP settings
  • Reconnected optical modem to WAN port
Key Observations
  • Agent identified LN1400 but did not collect serial number or verify warranty status.
  • Instructions to change LAN IP to 192.168.10.1 were followed, but agent never confirmed WAN port LED status or internet connectivity.
  • At transcript end [27:07], agent acknowledged router still shows solid red light — issue unresolved.
  • No escalation, warranty check, or clear next step provided despite unresolved issue.
  • Communication included filler phrases and moments of customer confusion (e.g., [05:52], [10:12]).
Positive Highlights
  • Agent correctly identified the device as LN1400 and guided access to the web UI via 192.168.1.1.
  • Recognized potential IP conflict between router (10.x) and ISP modem (192.168.x.x) and attempted resolution.
  • Maintained engagement despite customer difficulty accessing the router page.
Agent Errors / Gaps
  • Did not verify WAN port LED status or test internet connectivity after reconnecting the modem.
  • Provided unsupported troubleshooting step: changed LAN IP to 192.168.10.1 (KB advises maintaining default 192.168.1.1 and resolving conflicts through WAN/modem configuration).
  • Failed to obtain product serial number or verify warranty status.
  • Did not summarize outcome or set a concrete follow-up plan.
  • Did not check if escalation was required after troubleshooting failed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer confirms at end of call: 'It's still red now.' Issue remains unresolved with router showing steady red light.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided customer through IP change, PPPoE setup, and firmware update steps relevant to connectivity, but sequence was disorganized and lacked diagnostic verification (e.g., no WAN LED status check).
R3 Partially Met Correct resolution path conf 88%
Agent pursued configuration troubleshooting (IP conflict, PPPoE) aligning with best-effort OOW support, but never verified warranty status or ISP provisioning - key path determinants missing per case history evidence.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (red light, no internet) and attempted root cause (IP conflict, missing PPPoE), but did not ask targeted diagnostic questions (e.g., modem status, firmware version) to validate theory.
T2 Met Appropriate tools / resources used conf 87%
Agent correctly used the router's web interface (192.168.1.1 → 192.168.10.1) as diagnostic and configuration tool, interpreting UI elements (Connectivity > Local Network > Router Details) appropriately without skipping required tools.
T3 Partially Met No misinformation conf 89%
Instructions to change IP and configure PPPoE were technically valid, but contained vague phrasing ('You don't need to know why') and contradictory advice ('can be used' vs. 'change it'), reducing clarity.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and directed actions, but lost control during confusion over disconnection blame and repeated 'yes, yes' without clear framing, transitions, or managing difficult moments (e.g., customer audio issues).
C2 Partially Met Confirmed understanding conf 86%
Agent used simplified terms (e.g., 'modify the address') and repeated steps, but failed to confirm understanding when customer explicitly stated confusion ('I don't understand') and did not adapt terminology despite evident struggles.
Customer Ownership
O1 Partially Met Ownership & empathy conf 84%
Agent continued from prior partial session and attempted resolution, but did not document prior steps, commit to follow-up, or take full ownership - handed off implicitly without handover context despite repeat contact.
O2 Partially Met Proactive follow-through conf 83%
Agent provided next steps (IP change, PPPoE configuration, modem reconnection) but set no realistic timeline, owner, or confirmation of success - customer departed without verified resolution or callback commitment.
O3 Partially Met Closure confirmation conf 82%
Agent acknowledged prior call and ongoing issue but only referenced generic reset/firmware actions, failing to review specific prior findings or leverage case history for continuity (e.g., did not re-ask about previous PPPoE attempts).
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Router showed persistent red LED after full troubleshooting - a documented escalation trigger per universal_escalation_guide.md. Agent failed to escalate despite clear hardware/firmware failure indicators in a repeat contact scenario.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed on this touch, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained patient and continued assistance despite communication issues, but never acknowledged customer's frustration, repeated call history, or emotional state - responses remained procedural and detached ('You don't need to know why').
X2 Partially Met Tone & rapport conf 84%
Agent repeated instructions and adjusted pacing slightly, but failed to check comprehension when customer expressed confusion, adapt tone for clarity during audio issues, or maintain engagement through one-size-fits-all technical directives.
X3 Partially Met Overall experience conf 83%
Customer repeated information (IP address, login steps) multiple times; agent reused some prior context (e.g., reset already done) but did not eliminate unnecessary repetition, holds, or effort - steps remained agent-directed without optimization.
Call Transcript125 turns · 173 lines
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. To continue in English, press 1 now. 普通话,请按2。 广东话,请等待技术支持。您可能需要网络服务供应商提供给您的账户、密码。尽请准备。 请您致电 Linksys。为了保证通话质量,您的通话可能会被录音。 普通话,请按1。 廣東話請等一分鐘。 無線產品請按1,有線產品請按2。 您好,Linux產品服務熱線,請問您有什麼可以幫到您?
00:00
Speaker 1
你好 我刚刚其实有打过电话过来 然后电话打到一半断掉了 可不可以麻烦你帮我查询一下 对对对 没错
00:55
Speaker 2
您剛有打電話過來是嗎? 您來電話號碼是多少呢?
01:05
Speaker 1
0853 我看一下
01:18
Speaker 2
0853, 0853,然後多少啊?
01:22
Speaker 1
对 是澳门电话 62537419 62537419
01:22
Speaker 2
6253-7419, 0853-6253-7419。 没吵到啊
01:44
Speaker 1
那可能是因为国际电话 可能他的号码 你这边显示不正确吧 喂 你好
01:58
Speaker 2
刚才是怎么样 刚才是通话通到一半中断吗 你好
02:05
Speaker 1
你说 你说通道电话打了一半中断了
02:14
Speaker 2
对您刚才是通话通到一半中断 还是出现什么问题呢 出现什么情况呢
02:17
Speaker 1
因为我的路由器有一些问题 你们的工作人员正在协助我 重置我的路由器 对没错
02:25
Speaker 2
对对协助到一半 然后突然中断是吗
02:33
Speaker 1
我没有挂电话
02:39
Speaker 2
那您的电话 就是您那边 您那边挂了电话对吧
02:41
Speaker 1
只是突然断掉了 对对对没错
02:55
Speaker 2
所以您那边没挂电话 然后这电话突然断了
02:56
Speaker 1
那你说什么
03:01
Speaker 2
行行行
03:01
Speaker 1
你这边电话好像不是太清楚 不是我这边是路由器经常会亮红灯 然后你们的工作人员 让我更新了固件 然后重置了我的路由器 对 他就亮红灯的时候 然后我的WiFi和我的有线连接 就全部断掉了 然后是红灯常亮 然后你们前面的工作人员 让我下载了最新版的固件 然后打了一个网址进去 然后更新了固件 目前的状况是刚刚重置好 光猫的网线 重置的时候 对啊 重置的时候 全部都拔掉了 现在是正常的是白灯 我的 我那个ISP这里 我已经设置完了 Wi-Fi我也设置完了 因为我前面打不进来 说是全部都busy
03:12
Speaker 2
重新去连一下Wi-Fi,然后搜索一下它的那个,看一下它的IP地址是多少,10开头对吧,对对对,那要改的话,这边要先拔掉网件去重置了,不要接光猫,不要接光猫去重置,就你把这个路由器的Internet口先拔了,那对啊对啊,那重置的时候拔掉,你现在白灯,你就又接回上去了,IP又变10了,
04:52
Speaker 1
IP地址是默认的 那个 现在目前是1030那个 对10.30 因为我前面跟 那个工作人员说 我自己是手动设定的 10.0.0.1 然后他说 这个可能会有冲突 然后我现在这个IP地址 我没有改过 没有我重置的时候 我是拔掉的 重置的时候我是拔掉的 什么意思
04:59
Speaker 2
Then we did not achieve this effect. You have to pull it out first. Pull it out first and then do it again.
05:44
Speaker 1
我没有懂
05:52
Speaker 2
That is, after you pick up the light cat, this IP address will conflict. We have to modify it to a different address with the same light cat and then pick up the light cat. If you don't modify it below and pick up the light cat, it will always conflict.
05:55
Speaker 1
没有我的 我的光猫是192.168的呀 但是我重置的时候
06:05
Speaker 2
Your current router address is the beginning of 10. Then it will conflict. Our router address is 192.168.1.1. If it becomes 10, it's because of the conflict. If you turn on the light, it becomes 10. If you turn on the light, it becomes 10. We have to drag it to the program, to modify the address, and then turn on the light. You haven't even changed the light yet. It's back to the way it was before. It means you haven't done any operations.
06:11
Speaker 1
我已经是拔掉的了呀 你觉得 那这样说吧
06:44
Speaker 2
No, no, no, no, no, no.
06:48
Speaker 1
你觉得我什么时候 才能把光猫插上去呢 修改完地址
06:48
Speaker 2
After modifying the address, then connect it. Yes. You don't need to know why.
06:52
Speaker 1
OK
07:02
Speaker 2
You can just operate it. You can pull out the cable and reset the router.
07:02
Speaker 1
不是我想说你们的 我可以这么去操作 我现在就在这么做 但是我想说 你们的路由器是不可以设置 10.0.01的吗 不可以10开口的吗
07:11
Speaker 2
This is not a setup. This is not a setup. This is just a solution to avoid conflict. But in this case, it may cause you to disconnect the router. It may cause you to disconnect the network. You may just reset it. If you think there is no problem, this 104 can be used. 如果斷線說絕不影響就可以用,它還是能上網,就像你現在一樣還能上網,那你要保持它更穩定一點,那就把地址改成不要跟光貓一樣的去用,我們路由器也是192.168.1.1,是一樣的,一樣的,你要改成不一樣的才行,你不改,不改它的策略就會把,因為192.168.1.1跟前端衝突了,衝突了,這個網絡就通不了,
07:23
Speaker 1
但是我没有跟光猫一样 我的光猫是192.168的 对啊 对啊 OK 没关系 我不纠结这个 我现在已经重置好了
08:01
Speaker 2
Yes, yes, yes.
09:01
Speaker 1
并且连到我的那个默认的那个Wi-Fi名称上面 对啊 我现在已经连在上面了 OK
09:01
Speaker 2
Connect to Wi-Fi. Use the browser to visit 192.168.1.1.
09:21
Speaker 1
192.168.1.1
09:39
Speaker 2
Yes, yes, yes.
09:39
Speaker 1
它上面写是page not found
09:43
Speaker 2
192.168.1.1.
09:45
Speaker 1
对
09:52
Speaker 2
Hey, do not find.
09:55
Speaker 1
什么sorry but we can open the page 它下面有个什么
09:59
Speaker 2
What color light does the router light?
10:08
Speaker 1
然后现在显示checking for internet 什么 你再说一遍 你这边声音非常闷 我一直听得很迟 你现在真是蓝颜色 蓝色 现在是 No internet connection 它是叫我 Restart your modem 或者说是 Enter ISP settings
10:12
Speaker 2
There is a login to router at the bottom of the screen. Login to router.
11:16
Speaker 1
有有有 Log in to log in 然后我就输密码
11:22
Speaker 2
Click here.
11:25
Speaker 1
这一句什么 这个我知道
11:40
Speaker 2
Login to router. Use the password at the bottom of the screen to log in.
11:42
Speaker 1
好了我现在进来了
11:49
Speaker 2
Let's log in first.
11:51
Speaker 1
menu没有menu啊
12:28
Speaker 2
Click here. There is a menu at the top. 点那个menu LN1400 你方面是不是有没有home 有个home和menu和support 有这三个选项吗 哦
12:31
Speaker 1
没有我左边是 small Wi-Fi tools 然后什么device list guest access 还有什么speech check
12:58
Speaker 2
OK
13:07
Speaker 1
connectivity
13:08
Speaker 2
那你明白
13:09
Speaker 1
local network
13:10
Speaker 2
那就点connectivity Connectivity 对 Connectivity完 就按一下那个local network 对
13:11
Speaker 1
什么detail
13:25
Speaker 2
Local network这里呢 Let's go to the router details and click on edit. Can you see it?
13:26
Speaker 1
router detail
13:40
Speaker 2
Yes, yes.
13:42
Speaker 1
然后是host name IP address 对啊对啊
13:43
Speaker 2
There is an edit next to router details. Click on it first. Click on edit and then you can choose below, right?
13:47
Speaker 1
是可以填的或者说修改的
14:01
Speaker 2
Yes, yes.
14:02
Speaker 1
对没错
14:04
Speaker 2
After editing, look at its IP address. Here is 192.168.1.1, right?
14:04
Speaker 1
改成10OK
14:12
Speaker 2
Yes, we change the third empty 1 to 10.
14:12
Speaker 1
就改好了
14:25
Speaker 2
Yes, change it to 10. Then, we...
14:26
Speaker 1
我看到了
14:31
Speaker 2
Yes, change it to 10. After that, on the right side, there is a SPA... This is DHCP server. There is a SPA IP address below. Can you see it?
14:31
Speaker 1
然后把它的第三个也改成10对吗 改好了
14:45
Speaker 2
Yes, yes. Change it to 192.168.10.10. Yes, after changing it, we just...
14:47
Speaker 1
apply
14:54
Speaker 2
ah ah okay what the apply the thing so they're the same in Boston okay okay
14:56
Speaker 1
没有出现
14:59
Speaker 2
如果说出现了的话呢,我们的电脑就重新去看,我们电脑是接网线的吗?是用Wi-Fi的,是吧?
15:49
Speaker 1
没有出现 我现在还没有使用WiFi的 WiFi我已经断开过了
15:52
Speaker 2
我们先看一下Wi-Fi有没有断开,重连了,对吧?
16:03
Speaker 1
现在又重新连好了 我在里面
16:10
Speaker 2
然后网页端再次访问一下我们192.68.10.1,我们这里重新访问了新的地址进去了,是吗?
16:15
Speaker 1
因为我后来按的是 Linux Smart Wi-Fi 要放进去的 我看到我的
16:27
Speaker 2
Oh, oh, oh, oh. Let me just stop. Okay, okay. Okay. He said it was still in there. Let's see the local network here. Is his IP address now new? It's 192.168.10.1. This is his address. Okay.
16:33
Speaker 1
我的电脑里面显示IP地址 已经变成192.168.10.1了 对对对没错
17:01
Speaker 2
You said you checked his computer and got the internet security or the IP, right? Okay, okay. Here, we will connect the modem cable to the internet port of our router. Now, we will connect the cable back to the router.
17:09
Speaker 1
其他的网线现在能插吗
17:34
Speaker 2
As for other network cables, it is not a problem.
18:05
Speaker 1
这是我的NAS 对
18:08
Speaker 2
You mean the terminal equipment, right? Yes. The computer and NAS, right?
18:09
Speaker 1
OK插好了
18:16
Speaker 2
Okay. This is the back of the computer.
18:31
Speaker 1
没有啊 我没有输过用户名利码 它肯定是感叹号 对啊对啊
18:53
Speaker 2
You want the user name and password of the operator here, right? Then we will go back to connectivity again.
18:58
Speaker 1
OK 好了
19:11
Speaker 2
Then go back to the internet setting.
19:13
Speaker 1
现在进到Connectivity 就是把它的 DHCP 改成 TTPOED 嘛 好了 都打够了 这个我知道
19:34
Speaker 2
You can see there is a very small line at the bottom. On the right side, you can see there is a capital letter CA.
21:38
Speaker 1
OK 我点过了 OK 进去了
21:52
Speaker 2
After that, we will go back to connectivity. Okay, okay. Let's see if there is a CA router setting at the back.
21:54
Speaker 1
哪里?
22:33
Speaker 2
After you click on connectivity, is there a CA router setting at the back?
22:36
Speaker 1
CA Router Setup OK
22:43
Speaker 2
Yes, yes, CA router setup. Yes, click it.
22:45
Speaker 1
点好了
22:55
Speaker 2
Okay, click it. It has SSID and password. We will re-create a new username and password. Is there a SSID and password here? Two boxes. Yes, SSID and password. This is the new username and password we need to create. No, no, no. Don't click anything after you click it. Did you click it? You can re-enter the connection, don't click anything after entering.
22:57
Speaker 1
我点了但是没有反应 OK 现在回到CA Router Setup 对吗
24:16
Speaker 2
Don't click OK or Apply.
24:23
Speaker 1
OK 好
24:28
Speaker 2
Yes, it's done. OK, OK.
24:28
Speaker 1
我现在输入完毕了 但是什么也没有按 下面有一个按钮
24:34
Speaker 2
Check password. There is a set up note below. Can you see this line?
24:51
Speaker 1
上面写Setup Mode 点好了
24:58
Speaker 2
Set up note. Yes, click this.
25:00
Speaker 1
我现在找到我设置的那个WiFi 但是网页却进不去了 我也不知道为什么 我去看一下
26:43
Speaker 2
网页我们可以全部管它,如果说找到新的Wi-Fi,我们就看一下新的Wi-Fi找到了,然后路由器有没有变回白灯,路由器下亮红灯常亮,红灯常亮,刚才我们就是播完那个账号之后,它网页状态那里它是显示打勾的,对吧,就是那个打勾,OK,它下亮红灯,
26:55
Speaker 1
这现在是红灯
27:07
Speaker 2
还是红的,没有变白。
27:39