V2 Rubric Detail — 8c5264be-69c9-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 21:22
Duration
16m 10s
Contact
Jeremy Burton
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: T3 Not Met — agent provided materially incorrect technical instruction (60-second reset vs. KB-mandated 10–20 seconds), which constitutes a critical accuracy failure under rubric guidelines.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical1.25/5
Communication1.25/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall0.0% (-56.0)

V2 Grader Summary

The customer confirmed the desired outcome was achieved (disabling 6 GHz), but the agent failed on core technical accuracy by instructing a 60-second factory reset — a clear violation of documented KB procedures (10–20 seconds). This error triggers an auto-zero under the rubric. Despite maintaining ownership and providing usable next steps, the technical inaccuracy is severe enough to invalidate the quality of the interaction.

V1 Case Analysis

Customer unable to log into MX62 router admin and requested 6 GHz band disable. Agent advised 60-second reset (incorrect), gave wrong IP range explanation, and guided to Wi-Fi settings. No model/serial/warranty collected; outcome not verified.

Troubleshooting Steps
  • Advised to reset the mesh node using the reset button (60-second hold, contradicts KB).
  • Guided to access the router UI at http://192.168.1.1 and click "Advance".
  • Instructed to go to Wi-Fi settings, locate the 6 GHz band toggle, turn it off, and click Apply.
Key Observations
  • Agent stated incorrect private IP range (182-168.1) contradicting standard 192.168.x.x Class C ranges (KB confirmed).
  • Advised 60-second reset duration, but KB specifies 15 seconds for factory reset on MX6200 series.
  • Failed to collect serial number or warranty status despite troubleshooting a password reset.
  • Did not verify successful login or band disable after reset.
  • Provided unnecessary and inaccurate networking theory (Class A/B/C) that confused the customer.
Positive Highlights
  • Agent correctly identified the need for a factory reset after password recovery failed.
  • Successfully guided customer to disable 6 GHz band via Wi-Fi settings (KB confirmed path).
Agent Errors / Gaps
  • Incorrect explanation of private IP address ranges (stated 182-168.1).
  • Advised a 60-second reset press, which contradicts KB (15 seconds for factory reset).
  • Did not ask for or record product serial number or warranty status.
  • Failed to verify that the admin password issue was resolved before moving on.
  • Provided irrelevant networking theory (Class A/B/C) that was not actionable or supported by KB.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'I can just shut the six off and then leave the other two on. Perfect. Okay, man. I'm good.'
R2 Not Met Diagnostic thoroughness conf 92%
Agent skipped basic troubleshooting: did not ask for model number, did not confirm default password from label, and immediately moved to reset after one failed password attempt.
R3 Partially Met Correct resolution path conf 88%
Factory reset is appropriate for forgotten password, but agent failed to verify model (MX6200 series) or confirm default credentials first, which are standard steps before reset.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent identified symptom (can't log in) but asked no diagnostic questions (model, firmware, prior access); incorrectly assumed reset was only path without narrowing root cause.
T2 Met Appropriate tools / resources used conf 94%
No tools required for this scenario — password recovery via factory reset is a standard procedure handled correctly through verbal guidance.
T3 Not Met No misinformation conf 93%
Agent instructed to hold reset button for 60 seconds — contradicts KB (10–20 seconds or until LED flashes red and turns off); this is a materially incorrect instruction.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacks opening frame, has multiple unexplained silences, and agent fails to guide transitions; customer repeatedly takes control and directs the flow.
C2 Partially Met Confirmed understanding conf 87%
Agent uses plain language and gives clear steps, but does not adapt to customer’s emotional state or check understanding beyond confirmation of actions.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stays on the call, completes the interaction without transferring, and follows through on providing requested instructions.
O2 Met Proactive follow-through conf 92%
Agent provides specific next steps: reset router, access UI, go to Wi-Fi settings, disable 6 GHz, and apply — customer acknowledges and accepts.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent’s scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent says 'God bless you' and 'thank you' but does not acknowledge customer’s apology or trauma from prior security breach, missing key empathy opportunity.
X2 Met Tone & rapport conf 91%
Agent maintains calm tone, avoids jargon, and matches customer’s technical level; customer remains engaged and cooperative throughout.
X3 Partially Met Overall experience conf 87%
Customer must perform full reset and manual navigation; agent could have reduced effort by offering remote session or confirming default password first.
Call Transcript32 turns · 32 lines
Speaker 1
This is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Uh, hi, Jeremy. This is Paulo from to your call's to recorded for quality student. Yep, go ahead, sir. Uh, yeah, you uh,
00:00
Speaker 2
Yeah. Yeah, I'm so sorry, man. Yeah, I'm super sorry. I, I left, I left you a really nasty, and I'm really sorry. And my phone didn't populate that until I hung up, and then it said Linksys, and then... Listen, I just, I I want to, I want to preface this, the rest of this call with this message. So, I asked, I asked Siri one day, I was watching TV, I was doing, doing some other things, I was preoccupied, I said, uh, hey Siri, I said, uh, like, what's Linksys phone number? I didn't even want to look it up on my phone or whatever. So, uh, the first number that came up, I clicked on it on Google. And then boom, it wasn't Linksys. And I let this MFo onto my network and he had like four minutes [silence]
00:00
Speaker 1
All right. OK. Like you said, sir, you know the IP address to access the screen, right? You said it's 182 16 8. 1. 1. We'll use that.
01:00
Speaker 2
[KEEP_UNCERTAIN] But your brain with my stuff. And, and, and before I realized, before I looked and before I realized, I didn't listen for him say, hey, this this. Whatever the case, it was a marketing place. And this dude had access to my router for like four minutes. I, I, I sold. I gave away all my router stuff and got new stuff and I was trying to protect myself ever since then. I'm sorry, I'm timid, I'm shy when it comes I'm, I'm super secure is what I'm trying to say. And so, I super apologize, man. I should have never said that shit to you, man. That was very, very, very wrong of me. All right, so, yeah, I got my PC up and running. And, um, I'm ready to, ready to wait uh further instructions from you. Yeah. Yeah.
01:00
Speaker 1
All right. okay you have uh uh yes that message is not from linguist it's a message from your browser sir. So uh reddit. Thank you.
02:00
Speaker 2
168 1.1 and this that we use on the phone, it says the site does not support secure connection continue this site anyways. Looks like you're not connected to the network. Oh cuz wait a minute. because, uh, cuz I'm not just a minute, make sure I connect here to my stuff. Connect. All right, so just a minute, just. Alright, so now I'm connected. So then, uh, your connection isn't private. Attackers may be trying to steal your information. Why? Why do we always get this message? Why? I wonder why. It's this, this doesn't make sense to me. It doesn't register in my, in my, my, my brain. Can you explain that to me? It's a a I know. Browser. Yeah, I know. It says network error or cert common name.
02:00
Speaker 1
Yes, sir. Mm-hmm. Okay. Sure, I can. Okay. Now, there are three types of IP addresses there. It's Class A, Class B, and Class C. Now, most routers that are designed for home starts with a private IP address and it ranges from 182 to 168.1, and
03:00
Speaker 2
[silence]
03:00
Speaker 1
[silence] You've got one. And that's what you have, sir. That's basically the reason I said that. Uh it's Class C, sir. It's Class C. That's Class C. You're yeah. Yes. Yes, sir. All right, um okay. So, uh yeah, uh hold on. Uh you were able to click advance and what's on your screen right now? Okay, good. Oh, okay.
04:00
Speaker 2
Right. Okay. So class A, B, and C. And so what class is mine? And then like, I don't know. So, yeah. So nobody else on the rest of the worldwide web has access to my 192.168.1.1. Somehow, someway in a digital world. Okay, it don't make sense. It still don't make sense to me. But, uh go ahead. So look, so, uh again, I'm sitting here on this page, the same thing happened on my phone when I was on there. And it says, uh, enter your password to proceed. I'm on I got, I got the little, uh, Linksys logo on the very top left. Right below that, there's a gray line. Not to right. But right below that, there's a picture of my router. Below that, welcome, below that, enter your router's password to proceed.
04:00
Speaker 1
Jeremy. Jeremy, let me ask you what's on your screen, okay? Do you see there a signal? Signal for two cell phones or it's giving you a bunch of answer right now? Uh-huh.
05:00
Speaker 2
below that, password grey area, below that, where is it, question mark, and then below that, there's, the next key, and I don't know my password. admin don't work, all my passwords on my password manager did not work, so, uh, how can we do this without having a reset my whole router? And if we have to reset my router, I'm ready to do it. Go ahead. All right, go. Yes, I just did. I talker. Yeah. No. Okay, I just described to you exactly what is on my screen. On the browser, there is the link sys the LL going to the left with a little dot, the link sys logo. Below that, there's a picture of my router. Below that, there's welcome. Below that, there's enter your router's password to proceed. Below that, there's a password and a grey area for me to put my password in, which, nothing works. None of my password manager passwords can get. [silence]
05:00
Speaker 1
Thank you, Jeremy. Um, okay. Now, uh, the password that you're gonna use is the one underneath the router. There is a password right there. Okay, you've. Uh, okay. Uh, all right. Okay, like we have a.
06:00
Speaker 2
Something's working and it says admin does not work and then it says below that, where is it? Question mark and that's the hyperlink and then below that, there's the next key and that is all that is on my browser page right now. at 192.168.1.1 You're welcome, sir. Yes, I've used that too. I've used it too and it does not work. I went in, when I, when I first set this router up, I made it. I managed it. I took it in. I made a new password cuz I I wanted to be safe, secure, protected. So now I don't know it. So now it's gone. So I got to, I'm gonna I don't know. Yeah. Well, you know, let me let me let me just a minute before I, before I do all that. That's gonna be a lot of work after I reset it. I let me, let me, let me type it in. Let me type it in. Uh, I took a picture of it so I'm gonna type it in. I tried it on the phone, it didn't work.
06:00
Speaker 1
All right. Now, like we have agreed earlier, Jeremy, okay? We're going to try first some couple of steps before doing a reset. Now, you just confirmed to me, all right? That you're ready
07:00
Speaker 2
maybe it was a flaw. Maybe it put an extra space in there. Let me, let me just, let me type it in manually and just for shits and giggles. So, uh, thank you, sir. Mm. Mm. all right. Okay, shit, I think I missed it. all right, one more time. Oh. Okay. Um, Oh, yes, so, and valid. Yep, it doesn't work. Okay. Cool. Thank you.
07:00
Speaker 1
[silence] tried the password underneath the router and it didn't work. This is where we go the reset now. Okay? So, um are you ready to do that, sir? Okay. [silence] All right. Now, let's uh [silence] Okay. Now uh Okay. Now uh let's grab first the node. [silence] The MX62. [silence] The uh [silence] the MX62. Uh [silence] grab it first, and then I'll give you the instruction on how to properly reset that, sir.
08:00
Speaker 2
[KEEP_UNCERTAIN] Correct. Oh, yeah, I guess so, man. I mean, and then I, I guess I know what to do after that. I mean, uh, I, I know what to do everything after that. I just have to, you know, get my TV and everything else reconnected. Man, shit. And then, uh, and then, but, yeah, let's, yeah, let's just fucking do this. Yeah, cuz I got to figure out how to sh that six point the six security system. Yeah. Yeah. The whale, whale, whale, uh, repeat. Repeat what we just said. Yeah, yeah. All right. I'm, I'm ready.
08:00
Speaker 1
OK. At the bottom of the node. There is a reset button. You're going going to press and hold that one for 60 seconds sir. Let me know if you're pushing it. 60, yeah. OK. Are you pushing it? OK. I'm starting the timer now. OK. [silence]
09:00
Speaker 2
I got it. Session. Okay. Okay. 60. Yeah, I'm pushing it. All right, go ahead and start the timer. Yes, I said start the timer. Yes. That's 50. Now, listen, let me ask you this while I got you on the phone. So, the situation I had about two years, three years ago when I called a random number that I saw on my browser. And I.
09:00
Speaker 1
Bansimaru, uh, sorry, it's just her to cut that you might go to the reset button, sir. Um, I don't see any um problem with that unless you can give out your information, sir. So if you just switch to a provider or buying new router, I don't see any problem.
10:00
Speaker 2
Click the number and called them and they connected to my network. What kind of damage could possibly be done? I want to know. Okay, great. What kind of damage could be done from that? I mean, I switched routers, I bought a brand new router, everything after that. I mean, there's no way they could still be, I don't know, any kind of way handicapped or connected to my stuff. After I changed routers?
10:00
Speaker 1
right now um, it's uh re- perfect now, okay now uh, by the way, Jeremy uh, let's connect first your laptop to the wifi network okay? oh, oh, not that one sir. Um, um, uh, Wi-Fi name?
11:00
Speaker 2
they told me what to do and all this all this stuff so anyway it was it was drama so uh all right so now uh I got plenty of work to do uh let's see all right so I got the blue solid line on the top yeah no well I got blue solid so uh blue solid admin all lower case uh I'm I'm on the password page still sir okay so I I don't know that oh my my password name everything's reset [silence] uh [silence] ah listen yeah uh just do this just do this I need you to tell me what [silence] you're doing and it's n't working
11:00
Speaker 1
okay, let's go. Let's take first where is it connected, Jeremy, ok, can we uh click on the Windows logo server? Uh-huh.
12:00
Speaker 2
Where to go in settings in the uh browser uh whatever situation uh access to my router from the browser. Tell me where to go, what to click on and how to shut off the 6.0 once I get there. I'm not going to uh have you walk me through with what I already I already know how to do everything except except uh the 6.0 shutting it off. Where do I go? I'm going to write down some notes and then I'm going to let you go because uh I don't have um or the patience or the energy or whatever for this. [silence] I've got. No, no, no, no, no, no, no, sir. I'm going to set this thing up the way I want to set it up and then you I I'm asking you to please tell me once I get my everything set up and my RFID and my Wi-Fi set up
12:00
Speaker 1
You about. Okay. Okay. Okay. All right. Well, um, we're going to go back to that browser. Sure, sure. I'll give you the instruction, sir. If you're ready. The step number one. Okay. And then the step number two. Okay. It will route you to that, um, security
13:00
Speaker 2
you to tell me where? to go in the settings screen to shut off the 6.0 gigahertz? That's all I want from you right now. I know how to do everything else. I'm real tech savvy on my own level. Okay. 10 -4. Thank you. Where do I go? Uh I before I get this set up? Yeah. I know. browser. All right, browser. I'm writing this down. I'm not going going to go through everything with with you. All right. I'm going going to get out the phone with you. You after, as soon as you get done telling me where exactly the setting is to shut off the 6.0 uh gigahertz thing. All right. browser. All right, what? Yeah, I'm ready just a minute. 1, 2, 1, 1, okay, go ahead. I'm ready. Yeah. Yeah. I got it. Yep.
13:00
Speaker 1
a screen, just click advance. that's step number two. Okay. and then step number three is that it will ask you for an admin password. and next is that it's going to ask you to type the admin password again, that step number four. and then once you're on the main screen, you have to scroll down the page at the bottom. and then click CA. yeah, it's kind of tiny, you won't see it right away. yep.
14:00
Speaker 2
Yep, advance, uh, yeah, yep, and I'm gonna put it in and then next, go ahead. Uh, okay, okay, okay, next, and then after that. Yeah, yep. Okay, just a minute. C is in Charlie, A is in Alpha. Charlie, yeah, yeah, I know, I know, I've been there before. Okay, so so I, I click on C, A, then next. What's next?
14:00
Speaker 1
Go to Wi-Fi settings. Okay. Now, you'll be seeing three frequency, the 2.4, the 5 gigahertz and the 6 gigahertz which you want to turn off. There is a button there to turn it off. Exactly. Now once you click the button, don't forget to click apply first. once you done that. All right. God bless you, too, also, sir. Thank you. Bye bye.
15:00
Speaker 2
Okay, Wi-Fi settings. Okay, next. Yeah. Okay. Yes. Okay. All right. Okay. I can just shut the six off and then leave the other two on. Perfect. Okay. Apply. I got you. I got you. Okay, man. I'm good. Hey, thank you so much, man. God bless you. Uh, uh please accept my apology and forgive me for, for the heinous way I left you, uh, last time call. Yes. Thank you so much. Take care. Thanks. All right, bye-bye.
15:00