V2 Rubric Detail — 85baefd4-612e-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-05 22:33
Duration
10m 16s
Contact
Brian Dakash
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132495
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication5.00/5
Ownership3.50/5
EscalationN/A
Customer Exp2.50/5
Overall59.6% (+15.6)

V2 Grader Summary

The agent provided accurate technical information and a valid next step (wired access to 192.168.1.1), meeting basic best-effort expectations for an out-of-warranty device. While empathy and diagnostic depth were limited, the interaction avoided critical failures. The outcome is Partial Resolution due to meaningful progress without full confirmation of success.

V1 Case Analysis

Customer unable to access E4200 admin UI after hard reset. Provided 192.168.1.1 and wired connection guidance. No serial captured, no case created, no resolution confirmed.

Troubleshooting Steps
  • Confirmed E4200 model and explained it is end-of-life with no active support.
  • Provided default admin URL (192.168.1.1) and advised wired connection to LAN port.
  • Directed customer to support.linksys.com for self-help articles.
Key Observations
  • Customer provided serial number at [04:00], but agent did not capture or acknowledge it.
  • Agent repeated 'okay' and instructions excessively, creating confusion rather than clarity.
  • Customer expressed clear frustration about being charged to access basic settings, which was not acknowledged.
  • No case was created, and no follow-up mechanism was offered despite unresolved issue.
  • Agent correctly stated default IP and need for wired connection, aligning with KB.
Positive Highlights
  • Correctly identified E4200 as end-of-life and out of warranty based on product policy.
  • Provided accurate default IP address (192.168.1.1) and emphasized need for wired connection.
  • Directed customer to correct support domain (support.linksys.com).
Agent Errors / Gaps
  • Failed to capture serial number despite customer providing it at [04:00].
  • Did not create or reference a HappyFox case.
  • Gave repetitive and disorganized instructions without confirming understanding.
  • Did not acknowledge customer frustration or validate emotional state.
  • Ended call without confirming resolution or setting follow-up path.
  • Misstated process: implied customer must use website AI tool instead of offering direct KB article links.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer was unable to access router settings after reset; agent did not confirm successful login or resolution, leaving issue unresolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent provided correct IP address and suggested wired connection, but did not verify connection method, browser used, or perform step-by-step diagnostics.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified EOL status but offered only website referral instead of best-effort troubleshooting; however, did provide actionable next step (wired access to 192.168.1.1).
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (can't access UI) and offered a logical path (use IP address), but asked no diagnostic questions about connection type or environment.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent did not use remote tools, but for an offline setup issue with no remote access possible, relied on standard KB guidance which is acceptable when tools are unavailable.
T3 Met No misinformation conf 95%
Correctly stated default IP (192.168.1.1), confirmed E4200 is end-of-life, and accurately described manual setup necessity due to discontinued Cisco Connect.
Communication
C1 Met Clear & professional language conf 85%
Agent introduced self, collected name, maintained structure, and guided conversation despite customer digressions about fees.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated key info (IP address), and adapted explanation to customer’s level without technical jargon.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent did not transfer or abandon, and offered a specific next step, but stopped short of active troubleshooting or follow-up commitment.
O2 Met Proactive follow-through conf 90%
Clearly instructed customer to hardwire computer and access 192.168.1.1, providing a concrete next step.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within L1 scope for an EOL device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained professional but did not acknowledge customer’s frustration about access limitations or perceived unfairness in support policy.
X2 Partially Met Tone & rapport conf 80%
Maintained engagement and gave clear instructions, but used repetitive, scripted tone without adjusting to customer’s growing irritation.
X3 Partially Met Overall experience conf 85%
Avoided unnecessary holds or repetition, but could have streamlined by confirming connection method earlier instead of defaulting to website referral.
Call Transcript17 turns · 19 lines
Speaker 2
For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. [silence] For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. [silence] Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again, press three. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimum non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at Reddit.com/r/Linksys.
00:00
Speaker 1
Yeah, I was just calling in regards to a small Business Router that I Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
02:00
Speaker 2
Thank you for calling Linksys. This is Happy, how can I help you? I [silence]
02:00
Speaker 1
[silence] here. [silence] Trying to help set this up for my sister and umhm it uh they they couldn't remember their user and their password to their username for Wi-Fi [silence] so I ended up having to do a hard reset on the router. Um hm and normally you can just access either they have a password and username and password on the back of these things or you login through the IP address. But it wants me to go through a software or an app, um which doesn't seem to want to download. Um I-I can't find Cisco connect uh anyconnect anywhere. It just says anyconnect and and client connection. Um and it's not it's not working. To um yeah, connection attempt has timed out. Please verify internet connectivity. Well, I'm trying to set up the router so I'm not going to have internet in there yet. So, is there another way that I can get into the IP, you know, through an IP address that I can link, I can get into this and get into the settings? Yeah, it's a Linksys E4200. Is, zero one C one, zero C, one three, one two seven, three eight one. [silence]
03:00
Speaker 2
Okay. Okay. Yes, actually there's an option for you to access the router settings by the use of the IP address of the router. But before we proceed sir, can you have the model number and the serial number of your device? Just try to look underneath it. Oh. And the serial number. Okay. And, um, sorry, I wasn't able to get your name sir. Can I have your name, please? [silence]
04:00
Speaker 1
Brian. Yes. Bakash B A K A S H. Well just a curiousity what is all this for? Is there is there access to be able to do this or is this just going to result in a fee?
05:00
Speaker 2
Brian, that's B-R-I-A-N. And your last name. [silence] All right. And what about your uh, email address? [silence] Oh, this is for documentation purposes. [silence] Well, actually, sir, um, up on checking here in our system, your router, the E-4200 is one of our end-of-life routers. Okay? And the uh, technical support even ended um, for this one last July.
05:00
Speaker 1
[silence]
06:00
Speaker 2
2022. Okay. So what we can offer is our website, which is support.linksys.com. So from our website, you would be able to find their articles on how to set up this router manually by the use of the web interface. 'Kay, because that Cisco Connect is no longer available, so you need to use a computer to get access to the router settings and manually set it up. All right. And from the website, you can also take advantage of our AI tool, which is which is the which is available at the bottom right. So that the website, again, is support.linksys.com.
06:00
Speaker 1
support link sys.com okay and um so that is their um so then you're the only the only option is to to find out from from support um uh just well it's not really that i'm looking for tech support i'm just looking for um access um i don't think it's defective it's just i can't access the settings i mean that shouldn't be something that you have to
07:00
Speaker 2
Yes, sir. Yes, sir, since the tech support ended on this device, and we can no longer give you technical support for this one. The device is already out of warranty, even one of our end of life routers.
07:00
Speaker 1
pay for, to get access to your settings. That should be something I mean, any other router comes up, any other router out there lets you access, when you do a factory reset, lets lets you get in through your IP address, to be able to change your settings. And that's what I did. That's what I did, and all it it okay. Okay. Yeah. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
08:00
Speaker 2
Yes, sir. Yes, that's uh... yes, yes, that's why we're offering you the website. You should be able to access the user interface of the router by accessing the router IP address, which is by default 192.168.1.1, okay? And from the website, yeah, you need to make sure that you're... are you connected to your network or did you connect a computer straight to your, um, router? 'Cause that's the only way for you to be able to access it. You need to make sure you're connected to your default network, your links is a default network, and you're getting... Um, your credentials for the network are correct. You should enter your password and your username and then type in 192.168.1.1 on your browser, okay? Once you do that, you go your browser, you type 192.168.1.1 and then you simply go. If you're doing this on a regular screen. Or may even enter that three times, then that browser will open up prompt you for a password, and then you need to log in with your credentials on your network, okay? Do you have any questions on that? Because this is something that we can help you get started. And then once you're on the website, you simply add the network and save it from there and then you can access a link via the phone. So it's something that's very straightforward.
08:00
Speaker 1
right okay right right right right sure and I did I mean I did get the the link this uh this Cisco to to pop up but it just tells me the only way you can go forward is through Lennox Connect or that that Cisco connect instead of just letting me manually go through the settings. Uh so I was uh kind of surprised by that but I mean I can try um uh direct wire connect see if it lets me do anything more um maybe that's uh that's what I'm missing then um because I I am I is I am trying to do it through the Wi-Fi. Right right okay all right well I'll give this uh I'll give that a shot then um okay all right.
09:00
Speaker 2
A correct IP address from there. Or you may also try to hardwire a computer straight to your lnksys router to get the router settings. [silence] and so it's an answer.
09:00
Speaker 1
This is basically all I got, then. Yeah. Okay, thanks. Yeah, you too. Bye.
10:00
Speaker 2
So, thank you so much. Okay. Well, thank you for your time. This is Effie again from Linksys. Thank you for calling. Have a great night. Take care.
10:00