V2 Rubric Detail — 8dcbbdfc-7be6-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 22:35
Duration
11m 54s
Contact
607-838-6662
Issue Type
Port Forwarding
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 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall13.8% (-42.2)

V2 Grader Summary

The agent identified the strict NAT symptom but provided no concrete troubleshooting, did not use any diagnostic tools, and ultimately handed the customer a self-help article without resolving the issue. No escalation was made, and the interaction lacked empathy, clear call control, and ownership, resulting in an unresolved outcome.

V1 Case Analysis

Customer requested NAT type change for PlayStation on EA5800. Agent incorrectly stated device end-of-life, failed to guide through UPnP or port forwarding, and offered only a self-help article. No configuration changes made.

Troubleshooting Steps
  • Collected customer name, email, phone, model (EA5800), and serial number.
  • Asked about ISP/modem setup (confirmed only EA5800 in use).
  • Explained need for public WAN IP and port forwarding.
  • Directed customer to access router admin page via 192.168.1.1.
Key Observations
  • Agent incorrectly stated the EA5800 is end-of-life and no longer receives firmware updates (contradicts KB: EA series is supported with available updates).
  • Failed to guide customer through enabling UPnP, the primary fix for strict NAT (adjacent_gaming.md).
  • Did not provide PlayStation-specific port forwarding instructions (adjacent_gaming.md lists required ports).
  • Did not verify if the WAN IP was public or private before suggesting port forwarding.
  • Call ended without any configuration attempt or verification step.
Positive Highlights
  • Collected full customer contact information including name, email, phone, model, and serial number.
  • Directed customer to correct local access URL (192.168.1.1) for EA series router.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Incorrectly claimed the EA5800 is end-of-life and no longer supported (per KB, EA series is still supported).
  • Failed to recommend or guide through enabling UPnP, which is the simplest and most effective fix for strict NAT (adjacent_gaming.md).
  • Did not provide PlayStation-specific port forwarding instructions (adjacent_gaming.md).
  • Did not verify customer access to router admin page or confirm WAN IP type before ending the call.
  • Provided no concrete next-step verification (e.g., test NAT after changes).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the NAT issue or guide the customer to a confirmed fix; closed with a promise of a self-help article without verification.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent identified the symptom (strict NAT), asked about the device (PlayStation), and directed the customer to check the public IP — a relevant diagnostic step — but stopped short of guiding through UPnP or port forwarding.
R3 Not Met Correct resolution path conf 94%
Agent treated the router as unsupported and sent a self-help guide instead of pursuing the appropriate NAT-configuration path, failing to provide best-effort troubleshooting for an out-of-warranty device as required by the OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified strict NAT and PlayStation use case, asked about ISP and prior functionality, but did not ask about UPnP status or existing port configurations to narrow root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not access or guide the customer through the router admin interface effectively; relied on verbal description despite customer’s app access issue and browser error.
T3 Not Met No misinformation conf 95%
Agent provided contradictory/unsupported info: claimed 'Linksys Smart Wi-Fi does not support your browser' (unsupported by KB) and used EOL status to stop troubleshooting, contradicting the OOW standard in the rubric which requires best-effort troubleshooting (UPnP/Port Forwarding) regardless of warranty/support status.
Communication
C1 Not Met Clear & professional language conf 90%
Long silences, vague hand-offs (‘I will send you an article’), and no clear agenda or transition; the call drifted without firm control.
C2 Not Met Confirmed understanding conf 89%
Agent used generic technical language, did not check the customer’s understanding, and did not tailor explanations to the customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership of fixing the NAT issue; instead she deferred to a self-help article and ended the call.
O2 Partially Met Proactive follow-through conf 86%
Agent promised to email an article (‘I will send you an article’) but provided no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This is the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and the issue (NAT configuration) does not clearly require escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent offers no empathy or acknowledgment of the customer’s frustration (‘I’m sorry you’re having trouble…’) and remains purely procedural.
X2 Not Met Tone & rapport conf 90%
Agent does not adapt tone or pace; the conversation remains flat and the customer is left to figure out next steps alone.
X3 Not Met Overall experience conf 93%
Customer is asked to locate the router IP, check the public IP, and then wait for an article—adding effort rather than reducing it.
Call Transcript22 turns · 22 lines
Speaker 1
Hi. I'm trying to see if I can change my my Wi-Fi and a type. Right now it's at type 3, it's at strict and I want to see if I can change it to open.
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] Welcome to Linksys. Thank you for calling Linksys Technical Support. My name is Donna, how may I help you today? Mm-hhm. Let's check further on this. By the way, what device are you connecting to the network that requires the NAT to be open? [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] [silence] play station. Yeah, it's just that um this game I guess specifically uses other people's connections to host the server. So, if my if my NAT is on strict, I can't connect to anyone. Um, it's not that it stopped working. I think it might have always been like that. I just want to see if I was if I'm able to change it. Um I did a couple years ago. [silence] [silence] music
01:00
Speaker 2
okay, a playstation. was the playstation working fine on your network before? [silence] okay. so what happened before it stopped working? [silence] I see. No problem. Let's check further into this together. By the way, is this your first time contacting Lenk's technical support? [silence] I see. Is this the best number to call you in case we get disconnected 1-607-883-3866.
01:00
Speaker 1
yep, It is going to be my first and last name, and there's going to be at gmail.com. The model number is E A 5 8 0 0.
03:00
Speaker 2
a..uh. Yesia Davis. [silence] Can you please spell it out for me using phonetics for accurate documentation, please? [silence] All right. Thank you so much. Let me document your email address. [silence] They also have the model number and the serial number of your product. [silence] You can find that on the label underneath the device or on the box that came with it. [silence] Okay. [silence] EA5800. [silence] And the serial number is...
03:00
Speaker 1
two six AAS one zero six zero B uh eight zero five three eight three oh uh Lindsay. Oh, I'm I'm not sure about that.
04:00
Speaker 2
Okay, thank you so much. Are you calling from the United States right now? Voice your internet service provider. Um, your ISP. The one that provides your internet connection, not the lynx one. Thank you. Do you have a modem? Do you have a modem aside from the lynx router? [silence]
04:00
Speaker 1
um, no, I just think I just have to just the just the router, right? The thing with the the antenna plug into the wall. No [silence]
05:00
Speaker 2
oh I see, so you don't know who your internet service provider right. Okay. By the way, um, LinkedIn routers have built-in firewall to prevent malicious programs or hackers from accessing your computer files or entering your network. Since the firewall has been set to prevent most programs or application, you will have to manually configure your router settings for you to allow the programs or applications they want to use. So, this is done through point forwarding. And port forwarding can be performed under your router setup page. However, before performing port forwarding, you will have to check the internet IP address. Make sure it is public and not private because if it is private, it can only be work with local network. computer only account you on and not the wider internet.
05:00
Speaker 1
Okay, so so you're basically saying it could be the the ISP that's blocking and making it a tight fit? Okay, I I don't know how to but um um, I thought I had a I I'm pretty sure I have numbers. Yeah. [silence]
06:00
Speaker 2
It means that your Internet service provider is blocking those ports. But if it is public, what you have to do is just to perform either single port forwarding or port range forwarding, okay? So let's assume that this is public. So before that, we have to know the Internet IP address that your router is getting. Do you know how to access the router set up page to check the Internet IP address? [silence] Okay. By the way, can you please give me two minutes to check the warranty status of your device? All right. Thank you so much.
06:00
Speaker 1
okay I have the the IP come here
07:00
Speaker 2
Thank you for your patience. By the way, I'd just want to be up front with you, this modem has reached end of support phase, so it no longer receive firmware updates or active fixes from [laughter] link zone. I could still walk you through a few practical steps that's often helpful. And afterward, I'll email you a self-help guide you can keep. Okay?
07:00
Speaker 1
It is 192. At least this is what I think it is. 168. 0. Like the Wi-Fi, right? The Wi-Fi IP. No, I downloaded the app, but it keeps saying that it it found a new Wi-Fi, and it won't let me sign in.
08:00
Speaker 2
Okay. Oh. Okay. Is that the router's IP address? No. zero. Did you find that? No, actually not. Do you know how to access the router's page? You can find the internet IP address there. Okay. Okay. All right. Do you have a computer available right now? or an iPad? Oh, I see. Okay. [silence] Please open a web browser in your phone and then type in 192.168.1.1.
08:00
Speaker 1
Okay, hold on. It says Linksys Smart Wi-Fi does not support your browser.
09:00
Speaker 2
typo. One in the main address bar and then press enter. Let me know if you are able to see, in screen. By the way, after checking the internet, ip address, I will be sending you the self help guide via email. Okay. Oh, okay. You are on your mobile phone, right? You have to switch your phone to website. However, as much as I would like to walk you through the whole process, I can no longer do that since the device is already in the end of life support phase. However, I can send you
09:00
Speaker 1
Oh, yeah. So basically I would have to manually change the N.A.T., too bad. Okay.
10:00
Speaker 2
sure, that sounds good. First, you don't have to change the net. First you have to check the internet IP address on the router's page. It should be public and not private. Well, if it is private, it will start with 192.168 or 10.10. Then something. I can also send you an article that shows how to determine if the internet IP address is public or private. Okay? All right, so if the internet IP address is private, you have to contact.
10:00
Speaker 1
Okay. Yeah. All right. Thank you. Oh, no, that'll be all. Thank you. Have a good one. Have a good one.
11:00
Speaker 2
Yes, correct. I will send you an article to guide you with this process. Okay. So, thank you too. You still have other questions that I can help you with today? And thank you for your patience throughout this. Once again, my name is Donna. Thank you so much for calling Linksys and have a great day. You too.
11:00