V2 Rubric Detail — 8b5dc4bc-7a5f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 23:57
Duration
18m 35s
Contact
913-653-4192
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
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 (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall5.0% (-31.0)

V2 Grader Summary

The agent failed to diagnose or resolve the streaming-drop problem, providing only vague instructions to access the router UI without any proper troubleshooting or next-step guidance. No empathy, poor call control, and lack of technical accuracy resulted in an unresolved outcome.

V1 Case Analysis

Customer (Tom Barnett, MR5500) unable to access router UI due to confusion between browser address bar and search bar. Agent provided correct URLs (myrouter.local, 192.168.1.1) but did not resolve access issue. No case created. Call ended without resolution.

Troubleshooting Steps
  • Collected model number (MR5500) and serial number (45K10M28C0257).
  • Instructed customer to open a browser and navigate to myrouter.local (correct per KB).
  • When that failed, directed to use 192.168.1.1 (correct per KB).
  • Attempted to guide customer to type URL in the address bar, not search bar.
Key Observations
  • Agent provided the correct local access URLs: myrouter.local and 192.168.1.1 (universal_password_login.md).
  • Agent failed to recognize and correct the customer's confusion between the browser’s search bar and address bar, leading to repeated failed attempts.
  • Customer revealed they could not remember the admin password, but the agent did not offer the Recovery Key reset process (universal_password_login.md).
  • No case number was created, and no follow-up or escalation path was established.
  • Call ended abruptly with no confirmation of next steps or closure.
Positive Highlights
  • Correctly identified and collected the router model (MR5500) and serial number (45K10M28C0257).
  • Provided accurate local access URLs: myrouter.local and 192.168.1.1, which are correct per KB (universal_password_login.md).
Agent Errors / Gaps
  • Failed to identify and correct the customer’s confusion between the browser’s address bar and search bar, despite multiple failed attempts.
  • Did not address the admin password issue – failed to guide the customer through password reset using the Recovery Key (universal_password_login.md).
  • Did not create a HappyFox case number or document the interaction.
  • Allowed the call to end abruptly without confirming resolution or setting a follow-up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolves the streaming drop issue or provides any solution; call ends abruptly without confirmation of progress.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps taken—agent skips ISP check, speed test, wired vs wireless comparison, or device-specific diagnostics.
R3 Not Met Correct resolution path conf 96%
Agent focuses on router login instead of diagnosing streaming performance, failing to select an appropriate path for a speed/connectivity issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process; agent fails to identify root cause or ask any diagnostic questions regarding the streaming drops, ignoring the 'Speed & Performance' and 'Speeds Below Plan' KB workflows.
T2 Not Met Appropriate tools / resources used conf 96%
Agent fails to use or guide the customer to use any required tools for performance issues, such as speed tests (fast.com/speedtest.net) as mandated by universal_speed_performance.md.
T3 Not Met No misinformation conf 95%
Agent provides no guidance when the customer states the default password is no longer 'admin'. Per universal_password_login.md, the agent should have directed the customer to use the Recovery Key on the sticker to reset the password.
Communication
C1 Not Met Clear & professional language conf 95%
Agent repeatedly asks customer to close and reopen browser, appears confused, and provides no clear direction, losing call control entirely.
C2 Not Met Confirmed understanding conf 94%
Agent uses technical terms like 'URL bar' without simplification for a novice user and does not confirm understanding, failing to adapt to customer's level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent creates a case ticket and collects email, showing ownership intent, but abandons resolution path before completing assistance.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow-up commitments are communicated; call ends with no closure or plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was clearly warranted at this stage—issue remained at L1 scope.
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 96%
Agent never acknowledges the customer's frustration about streaming drops; no empathy or apologetic language is used.
X2 Not Met Tone & rapport conf 94%
Agent maintains a flat, scripted tone and does not adjust to the customer's slower pace or repeated requests for clarification.
X3 Not Met Overall experience conf 95%
Customer is forced to repeat serial number, model, and steps multiple times; the agent does not streamline the process or reduce effort.
Call Transcript28 turns · 30 lines
Speaker 1
This is Tom, good evening. This is Tom Barnett. I have one of your products, a Wi-Fi, and I've been trying to watch the Royals streaming channel through my internet. And it keeps dropping off. And I was wondering if I could check how to do the speed on the Wi-Fi to be sure it's fast enough?
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. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling Linksys. My name is Nathan. May I know who am I speaking to? Hello.
00:00
Speaker 1
uh is that on the back of the uh unit. Just a moment here. Um let's see. I don't I don't see a unit number. Is it on the bottom? Oh, oh, I was looking on the back. Okay. Got too many wires here. Um, it is a uh, um not sure. Oh, a serial number.
01:00
Speaker 2
Sure. What is the model of your router? Yes [silence] and serial number. Yes, and the bottom. Serial number would work.
01:00
Speaker 1
Do you want a serial number? what's that? okay. the serial number is 4 5 K 1 0 M 2 8 C 0 2 5 7. what's that? again? okay. there's there's a set up wi-fi and then there is a name NOME and then the setup is the Linsen system setup 3 F 4. and there, then there's a password.
02:00
Speaker 2
I mean, go ahead. Yes, please. Serial number. By chance, do you see the model number? Can you see if you can find the model, number? [silence]
02:00
Speaker 1
That's uh uh uh Oh. Oh, I see. Over on the left on the left left hand side, and not the stickers, but the left hand side has model number M, R, 5, 5, 0, 0. Uh, Mean my internet supplier uh is spectrum [silence] Don't I [silence] [silence] I haven't downloading anything. Um, I have um, my my cell phone and I can put you on speaker phone, I can try to do something. Uh, hold on a second, okay? I'll put you on speaker. Yes, I do have a computer. Uh, I have to turn it on here. Yes, Just a moment. My computer is being turned on. [silence]
03:00
Speaker 2
Mmm. All right. Do you have a computer we can work with? [silence] How about a computer? Do we have a computer? [silence] [silence] Can you go to the computer? Let's try. [silence] [silence] I will create a case ticket for you. I will need your email address.
04:00
Speaker 1
Okay, my computer is on. My email address is TDBARnet at KC RR.com. I'll repeat it back to you. It is T as in Tom, D as in Debbie, B as in boy, A as in apple, R is in red. N is in Nancy.
05:00
Speaker 2
All right. Can you give me your email address? ED - G - as in George@ KC - R. R. com. All right.
05:00
Speaker 1
at K KC for Kansas City dot RR for Roadrunner dot com. Thank you. My computer is on now. uh says yeah I'm connected to the Wi-Fi. Yes, I am. The browser for internet? Okay, I use Google Chrome and so so it's open now.
06:00
Speaker 2
All right, I got it. Now go back to the computer. Go back to the computer. Can you check if you are connected to the Wi-Fi? You have internet. All right. Now, open a browser. Open a browser, please. Yes. Good. And then visit the website.
06:00
Speaker 1
Okay, just a moment here. Okay, I'm ready to type now. And you have to go slow, because I'm slow here. M Y. I've lost you here. I've got my router, then what? Local, evening,
07:00
Speaker 2
My router, that also, L O C A L, local. My router. M Y R U T E R. My router. And then dot-irid local L O C A L local. [laughter] That, that, L-O-C-A-L and local.
07:00
Speaker 1
Do you mean, do you mean local? Okay. Okay. Okay. I did that and I have a page come up. It says Overview My Router Local URL Standard shortcuts and then there's a big bold says How to access your router settings. Do you want more? Accessing linksys smart Wi-Fi router user.
08:00
Speaker 2
[silence] did you type did you type my router my router dot local on the top on the url bar,[ silant not on the search [silence] bar? [silence] Not in the middle but on the top of the screen. Yes.
08:00
Speaker 1
That one? Okay. Okay. Uh, I have a screen up now and it says access Linksys smart wifi router user interface using the local access link. Uh, and and it scrolls down to access router password. Do you want me to do that? Yes. Yes, I see. The first, there's a dark shadow around the blank box saying where to put my password. The default is no longer admin and I can't remember what it is.
09:00
Speaker 2
Definitely. Yes. Yes. Continue. All right. Do you see the blue screen, or can you describe to me the screen? Are you seeing just lines of letters with one, two, three, or something like recommendation of assert? [silence]
09:00
Speaker 1
surround it with a white area that has 192 dot 168 dot 1 dot 1. [silence] excuse me again [silence] okay [silence] nothing's happening [silence] yes [silence] [silence] yes I I hit the screen there and nothing happens [silence] okay [silence]
10:00
Speaker 2
can you try that one click that one [silence] can you click that one please on the url bar up on the top instead of your router.local replace it with the numbers 192.168.1.1 tell me on the screen what do you see on the
10:00
Speaker 1
I see. Okay. Well, the screen says accessing links, the smart Wi-Fi router user interface using the local access link. [silence] The next line says, "'The web interface of your router can be accessed through the local access link on the login page. [silence] The next line says, "'I launched the browser.'" Following steps will guide you to the access to the GetSmart Wi-Fi router settings locally. [silence] And it says, one, launch website browser. [silence] I see. Okay.
11:00
Speaker 2
the top of the screen and the top of the screen there is a line where you type your address or URL the the website you wanted to visit. Did you type the my router that local in that location?
11:00
Speaker 1
It says the act addressBar or the search enter your router IP address or my router local and press IN. And then I'm going to... Okay, you want me to use the web browser, number one. It says search for support center. And then it says support links to system forward
12:00
Speaker 2
Did you follow that instruction? On the address bar, not on the search bar. On the address bar, type my router .local. [silence] Can you close everything, Tom? Close everything and open, again, a browser. A new one.
12:00
Speaker 1
slack kb forward slash article 6 8 6 to 6. no, excuse me, 2 6 8 dash eme forward slash. go to the browser. you want me to go all the way out and start over again? Okay, I'm ready to type now. Yes. I did. Yes, I'm open a browser. It's it's a Google.
13:00
Speaker 2
[silence] Mm-hm. Uh, close the browser, please. Close the browser. Close the browser. All of it. Close. Close. Yeah, start over again. Let me guide you step by step. Close everything in the screen. Close everything and then open a browser.
13:00
Speaker 1
Chrome browser, and it says, ask Google, or type a URL, or anything. Yes, it says new tab. Yes, it says ask Google or type, and I can click on that and type something. 1, 9, 2, excuse me, wait a minute. Wait a minute. 192. Okay. Yes.
14:00
Speaker 2
You know, not that one. You're looking at the middle. On the top, the address bar, do you see anything in the address bar on the top? Below the new tab, there's another line in there. It's a white line. It's a box where you can type something. Type the numbers 192.....(AppStudio vivaldi). Ta-da. That's it. Ah! Ah! Ah! Ah! Ah! Ah! Ah! Yeah. Can I- Hey. Hm. Hello? Hello? Hello- Ugh.
14:00