V2 Rubric Detail — a106e720-6386-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 22:08
Duration
12m 18s
Contact
Josh Shewell
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Agent provided materially incorrect technical information (T3 Not Met) — falsely claimed Linksys Smart Wi-Fi remote access was discontinued and advised unnecessary port opening — which constitutes a critical failure under rubric section 'Auto-Zero & Critical Failures'.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve the app connectivity issue, provided factually incorrect information, and offered no clear path forward. Despite attempts to suggest local access, the guidance was undermined by misinformation and lack of structured troubleshooting, leaving the customer stranded. The interaction meets auto-zero criteria due to critical technical inaccuracies.

V1 Case Analysis

Customer unable to detect router in Linksys app; agent provided incorrect IP (192.16801), falsely stated remote access discontinued, and failed to collect model/serial. Issue unresolved; follow-up required.

Troubleshooting Steps
  • Suggested browsing to incorrect IP address (192.16801) at [06:00].
  • Suggested power-cycling router (customer lacked physical access).
  • Claimed remote access discontinued and advised local-only login using router password at [10:00].
Key Observations
  • Agent never asked for or recorded the router model or serial number, a critical protocol failure.
  • Provided an invalid IP address format ("192.16801") instead of "192.168.1.1" at [06:00], a serious accuracy error.
  • Falsely claimed Linksys Smart Wi-Fi remote access has been discontinued at [10:00], which contradicts current KB and misleads the customer.
  • Failed to verify whether the router's web interface was reachable before suggesting app login.
  • Agent appeared to lose focus by introducing Xbox port forwarding (at [07:00]) unrelated to the primary app detection issue.
Positive Highlights
  • Agent attempted to offer local app access as an alternative path at [10:00], though the explanation was inaccurate.
Agent Errors / Gaps
  • Missing collection of essential product information (model, serial, warranty).
  • Provided incorrect and malformed local IP address ("192.16801") at [06:00].
  • Misrepresented that Linksys Smart Wi-Fi remote access has been discontinued at [10:00], which is factually false.
  • Failed to guide the customer to correct local admin URL (myrouter.info or 192.168.1.1).
  • Introduced irrelevant troubleshooting (Xbox port forwarding) not aligned with customer's primary issue.
  • Did not confirm whether the customer could access the router locally via web UI before suggesting app login.
  • Repeatedly asked for clarification without regaining control of the call flow.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the core issue: customer could not connect router to the app. No working solution was provided or confirmed.
R2 Not Met Diagnostic thoroughness conf 90%
Only suggested typing 192.168.1.1 and rebooting; skipped essential steps like checking LED status, model number, firmware, or local access via myrouter.local.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly advised opening ports for double NAT and claimed remote access was discontinued — misaligned with actual app connectivity troubleshooting path.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Failed to identify symptoms systematically; no questions about router model, LED state, or prior setup — jumped to incorrect conclusions.
T2 Not Met Appropriate tools / resources used conf 90%
Did not use any diagnostic tools (e.g., remote session, firmware check, local access test) despite the need to verify router accessibility.
T3 Not Met No misinformation conf 85%
Incorrectly stated that Linksys Smart Wi-Fi remote access was discontinued; also wrongly suggested port opening for double NAT without confirming setup.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked structure; agent gave fragmented advice, failed to set expectations, and lost control by shifting focus to Xbox NAT issues.
C2 Not Met Confirmed understanding conf 85%
Used technical terms like 'firewall', 'open ports', and 'remote access' without simplifying or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 85%
Did not take ownership — deferred to email and ISP, failed to guide customer through resolution steps.
O2 Not Met Proactive follow-through conf 90%
No clear next steps, timeline, or follow-up commitment; left customer without actionable path forward.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was clearly warranted based on the information provided during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Never acknowledged customer frustration or repeated effort; remained transactional and unempathetic throughout.
X2 Not Met Tone & rapport conf 85%
Spoke in a disorganized, technical manner despite customer confusion; did not adapt tone or pace.
X3 Not Met Overall experience conf 85%
Customer had to repeat context multiple times; agent introduced unnecessary complexity with unrelated NAT/port advice.
Call Transcript16 turns · 17 lines
Speaker 1
I don't know why that's not. Please have your device full number and contact information ready. Both unavailable.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. 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. 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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
Hi, my name's Jessica. I just, I'm trying to get my thing connected to my app. I thought I had already connected it before, but then I just went to look at it and it's not, and it's not letting me connect it. It just gives me that, we can't detect your router, call us. [silence] Um, yeah. Um, okay, I mean, it's, so should I just call in or do you want to try to figure this out? Okay. Can you, um, maybe tell me what, what's going on? Or do you want to try to do this yourself?
05:00
Speaker 2
thank you for calling Lyncksis. This is that bee. How can I help you? Okay. So I just pulled our sheet. Ma'am, is this under Josh?
05:00
Speaker 1
It might be, I thought it should have been under mine, but yeah, Josh is my fiance. Yes, that's his email. So, would it need to be on his phone to connect it? Yeah. Yeah. So we can go online, work. He's on the phone with our internet provider right now because he's getting a double NAT issue on his Xbox, which doesn't allow him to play like any.
06:00
Speaker 2
Yes. And the email address is j dot shivel two at gmail.com, correct? Okay. Yeah. Um, so you're trying to use the link to the app to access the router. And it says that it's not detecting the router, am I right? Mhm. Right now you're not able to go online. Or Yeah. Um, I see. So this is uh, this is the router that that was uh, positively um, uh, uh, yeah. So we're gonna go to the browser I'm trying to I'm trying to find the router on the browser but I can't seem to find it anyway so we're gonna try this so uh, let's see so we type in 19 2. 168 01 we're gonna type that in that's the IP address of your router. [silence] If it doesn't work we'll try a different DNS. But for now I do ask that you try that email for that direct support and the email through your internet provider. Okay. I'm going to send a quick email. Okay, and this is your router right? This is uh, this is your router. 192 16801 so um, try typing that in. Thanks, appreciate it. Yeah, I'll send the email. Hey. Okay, do you see it? No? Have you tried turning the router off and then on again? Have you tried turning it off and then on again? No I don't have access to the the physical router cos the settings for it are are located in a common adjacent area.
06:00
Speaker 1
um yeah I yeah yeah yeah um oh
07:00
Speaker 2
Okay. Okay, so that is his, uh, that is the main issue. Um, you're having trouble with your Xbox, because it's detecting double net. Yeah. Okay. Yeah, with regard with regard to that, actually, ma'am, there's a need for you to open some ports since the, uh, the router has, it's, its firewall. So in order for you to be able to connect or to join, um, server from, uh, from a game or something like that, so there's a need for us to open ports. And, uh, you needed those ports. Um, I believe you can search the port numbers from the Xbox website. And yeah, um, your modem is just a plain modem, or who is your internet provider by the way?
07:00
Speaker 1
oh my gosh, I don't even know who they are. Hold on. I have no idea who because we live in an apartment complex. I have no idea who our actual provider like the name of the company is. But I just need to figure out how to hook the router to the app. So if it's under Josh's information, do I need I just need to have him download the app and create an account under his to connect it.
08:00
Speaker 2
Okay, I'm sorry, what was it again, Mom?
08:00
Speaker 1
connect the router to the app so that they can keep like helping us because they've they just been trying to help us troubleshoot everything uh but since it's not connecting on my app on my phone under my account is it because it's all like registered now to josh so we need to have him download the app and sign in and then connect it through his phone once i don't i don't i i'm i'm not worried about that i just need to figure out how to connect it to my to the app like i don't i don't need to yes i just need to get the router
09:00
Speaker 2
mm-hmm yes all right, so yeah, actually there's another way for us to open the app um, not just by the use of the links app but you can, you also use the web interface ma'am? okay, you just need to connect to the app [silence]
09:00
Speaker 1
Yes,
10:00
Speaker 2
Okay. Well, if you open the app, um, how do you, how do you log into the app by the use of the uh of your username and by the use of the link Linksys Smart Wi-Fi account? Okay. Actually, uh, ma'am, um, we had an update. Yes. Yes. There's an update recently, ma'am, that uh the link's Linksys Smart Wi-Fi remote access website has been discontinued. Okay? You can still make use of the app, all right? You can still use the app, but you can only access it locally. So, once you open the app, there's an option there local access.
10:00
Speaker 1
It doesn't give me that option. It says already using '''System product.'' It just says, Log in or Launch set-up if I have a new product. So if I go to log in, No, if I go to log in, I have to put my email and everything in. [silence]
11:00
Speaker 2
Or just put the router password to log in to the app. Okay. You, since the, the remote, uh, option, or the, the remote feature of the linksys smart Wi-Fi tool has been discontinued. So, you can no longer use your account. So, you don't have an option. Yeah, that's why. That's why. Um, cuz that email address and password, ma'am, that that is the linksys smart Wi-Fi account. So that, uh, if you're able to log into it, that is the remote access, um, feature of the, of the linksy's router. So, that, that has been discontinued. So, for you to be able to use the app, you can log in. Okay. there's an option there. local access. Instead of putting in your email address and password, you can just put in the router password, access router.
11:00