V2 Rubric Detail — a23dafe4-653d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 02:31
Duration
48m 26s
Contact
Terrance Mcquire
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00133065
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent connection on wired and wireless device
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall28.7% (-3.3)

V2 Grader Summary

The agent made partial progress by identifying symptoms and attempting remote access, but failed to resolve the issue due to incorrect technical guidance, lack of proper tool use, and absence of escalation. While some communication and ownership efforts were present, the overall interaction lacked resolution, accuracy, and effective troubleshooting, resulting in an unresolved case.

V1 Case Analysis

Customer unable to access router admin page (192.168.1.1) and experiencing Wi-Fi connectivity issues on MX6200 mesh system. Agent provided incorrect URLs, attempted unsupported remote session, and did not resolve the issue.

Troubleshooting Steps
  • Asked for model, serial, ISP details.
  • Attempted to change Express Forwarding setting via admin UI.
  • Guided customer to reload the admin page and try alternative URLs.
  • Attempted unsupported remote access via Zoom.
  • Asked customer to change security mode to WPA2.
Key Observations
  • Agent provided incorrect admin URL (myrouter.info) for MX6200 device at [17:00].
  • Agent attempted unsupported remote-access session via Zoom at [19:00], violating protocol.
  • No warranty or case-management information was collected or verified.
  • Call contained long periods of silence and agent failed to regain control of troubleshooting flow.
  • Agent incorrectly assumed remote access would resolve UI access issue without validating local connectivity first.
Positive Highlights
  • Agent collected serial number and ISP information early in the call at [04:00]-[05:00].
  • Agent attempted to verify firmware version (2.1.6.738) from customer at [08:00], which is relevant for troubleshooting.
  • Agent asked customer to confirm internet connectivity status at [06:00], showing initial attempt at problem understanding.
Agent Errors / Gaps
  • Provided wrong URL for router admin access (myrouter.info instead of myrouter.local or 192.168.1.1) at [17:00].
  • Attempted unsupported remote-access session via Zoom, which is not a Linksys-approved method at [19:00].
  • Did not confirm correct product model before giving instructions; initially misidentified as MBE7000 at [04:00].
  • Failed to follow standard Linksys support protocol: no case number, no warranty lookup, no proper escalation path.
  • Did not verify customer could reach router UI before attempting changes at [09:00]-[10:00].
  • Suggested changing security mode to WPA2 without confirming current setting or necessity at [42:00].
  • Lost control of call during extended silence and failed to re-engage customer effectively.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The agent did not resolve the issue; the customer continued to report 'router not found' errors and instability, with no confirmation of a fix.
R2 Partially Met Diagnostic thoroughness conf 85%
The agent asked for firmware version and attempted a setting change (uncheck express forwarding), but skipped core steps like rebooting the modem/router or testing at the modem directly.
R3 Partially Met Correct resolution path conf 80%
The agent attempted troubleshooting (e.g., changing security mode) but did not verify warranty status or offer a clear path forward such as escalation or RMA despite persistent issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
The agent identified symptoms (disconnecting nodes, white LED) and asked about firmware, but the diagnostic sequence was disorganized and lacked logical progression to root cause.
T2 Not Met Appropriate tools / resources used conf 85%
The agent used a makeshift session ID method instead of proper remote tools, failed to access logs, and did not perform required tests like speed at modem.
T3 Not Met No misinformation conf 95%
Agent incorrectly directed MX6200 user to http://myrouter.info (SPNM-only) and suggested unchecking 'express forwarding'—a non-existent setting on this model.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent framed the interaction and attempted transitions, but long silences and repeated disconnections disrupted call control.
C2 Partially Met Confirmed understanding conf 70%
Agent used technical terms like 'security mode' without simplifying; however, they repeated instructions when connection failed, showing some adaptation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on the case and attempted remote access, but did not take full ownership by failing to resolve or escalate after troubleshooting failed.
O2 Not Met Proactive follow-through conf 90%
No clear next steps, timeline, or follow-up commitment was provided after remote session failed and issue remained unresolved.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue persisted after extensive troubleshooting, yet agent did not escalate—missing a clear trigger for engineering support.
E2 Not Met Escalation prep & handoff conf 85%
No escalation was executed, so correct team, details, and customer notification were not provided.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite but did not explicitly acknowledge customer frustration or repeated effort, missing empathy opportunities.
X2 Partially Met Tone & rapport conf 75%
Agent maintained engagement despite technical issues and adjusted pacing slightly, but did not fully adapt tone to customer’s growing irritation.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial numbers and re-enter session details multiple times due to failed connections and poor process flow.
Call Transcript53 turns · 65 lines
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 devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support options may be available depending on the issue. you were calling lync is technical support my name is Paul how can I help you today mhm as I'm fine thank you for asking how I help you hmm hmm
00:00
Speaker 1
Great.
03:00
Speaker 2
Mhm. So you mean the child notebook like their keeps on disconnecting from the parent node? Mhm. Is this on your wireless device? And what's the status light on the notebook when this issue happens happens? Mhm. Mhm.
03:00
Speaker 1
White. is white. is white. Yes. Correct. Yes, Macaw, right? 504, 606, 5208. CFO one, TMC, at Gmail. Correct. No, I'm dealing with the 62 X 6201 M. Yes, four. There's four in total. [silence]
04:00
Speaker 2
[silence] it just display white. [silence] okay, okay. So, yeah, I was able to pull up records associated to your phone number. So can you confirm, sir, if this information are correct. Am I talking to Terrence Mc Quire? [silence] Okay. And yeah, your email address there is tfo11dmc@gmail.com. Okay. And your device is this MBE 7000, right? [silence] MX6200 [silence] 62 and how many notes do you have? Intel position? How many MX6200 do you have? Oh. [silence] Okay. Can you have the serial numbers of this of
04:00
Speaker 1
Sure. Let me uh, click a picture. All right, so you need the last four and the whole thing. 58 W as in Whiskey 10 M as in Mary 24 E as in Eric 0191. Hmm. That is correct. Click on that. Thanks from the eagerness.
05:00
Speaker 2
the router. Yeah, the whole thing. Okay, that's 58 Whiskey 10M24E01991. Did I get it correct? Okay. And also, Samantha, who's your ISP, your internet service provider? Yeah. Okay. So that's spectrum. Hold on. [silence]
05:00
Speaker 1
it's it's it's it's wireless Wi-Fi I'm sorry man it's not a wired and wireless and it just yeah I put the wired on there there's no signal it's saying please connect the internet I it's like there's nothing coming through those routers those VLOX excuse me so I'm trying to figure out I'm I I'm I'm I'm in in the internal settings right now
06:00
Speaker 2
okay. so, thank you very much for this information, sir. so, right now, sir, the computer that you are using, is it connected to the router via wired or via Wi-Fi? Okay. And, also, sir, are you experiencing this same issue on the wired computer or this issue happens only on the wireless devices? So, it's okay. Okay. and right now, sir, do you have internet connection connected to the link sys as we speak?
06:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] yes.
07:00
Speaker 2
yeah can you access internet while connected to the router as we speak you have OK and yeah and also sir how frequent this issue is happening like every day like how many times this issue is happening [silence] yes sir but before that one thing I just want to know sir how how frequent this issue is happening is it happening like uh at least one every hour twice a day Yeah how many how what's the interval [silence]
07:00
Speaker 1
Yes. Yes. It's um, I'm under basic. Everything looks normal. It's yes it, all the rows is showing, it's in there up to date. Uh, one that zero, that one, four, that two one six seven three eight.
08:00
Speaker 2
All day, whole week, every hour, something like that. Okay. So, yeah, can you tell me first, sir, what's the firmware version of the router right now? Yeah, on the Lynsus page, please click on connectivity. Yeah, basic. Yeah, can you tell me the firmware version? Okay, that's 216. 738 hold on, let me just double check we have newer former version I'll just have to check that hold on 200 okay, so this is the 6738 hold on okay yeah, thank you for this information, sir okay, so yeah, let's try to make some changes to the wireless settings okay yeah, well, this will help fix this issue okay, so on the Linksys page under connect security, can you click first on administration tab? um
08:00
Speaker 1
All right. Uncheck it. Okay, unchecked. I'm waiting for it to do that.
10:00
Speaker 2
Yes, then under administration tab, yeah, let's try to uncheck express forwarding. Because sometimes, yes, just uncheck it. Then click on apply. Yes, verify if you are finished applying the changes. Mm.
10:00
Speaker 1
we're still waiting, still waiting, [silence] You are not connected to your router. [silence] Router not found, [silence] Okay, [silence] Do I need to [silence] connect [silence] my desktop directly to the. Router? Hello? hello anyone home yes it's connected it's just saying Router? not Found OK we Try it again Router? not Found OK OK it went through No it came back back and forth alright it keeps blinking it keeps blinking Router? not Found and then when I click when you try it says waiting and then it'll go away and come back I'm trying to get it okay
11:00
Speaker 2
Okay. Okay. Okay, is it back now to the setup page or is it still like [silence]
12:00
Speaker 1
It keeps saying that are not found, yeah. I'm trying to clear it. Do I need to just refresh the page? It won't let me do that. Oh, um. Okay. All right. Oh, man, this is so annoying.
13:00
Speaker 2
Switching router not found. Try to close the page so then reopen. Yeah, just close the entire page then relaunch the page and re-access the page. [ silence ]
13:00
Speaker 1
I think I'll just open another tab. This is taking way too long. damn take us on is that my wi-fi that's the problem shouldn't take this long I'm gonna have a laptop I could try to connect on my cell phone I can do it on my phone [silence]
14:00
Speaker 2
I'm not sure. Is it possible for you to like to connect your wired laptop to the router? Oh, let's see. little sorry. We need to be connected to the router. I just did that page. Not to the phone.
15:00
Speaker 1
I restarted my desktop I think. I don't know. This thing is just spinning. 192.168.1.1. Let me try this. Is it called Linksys Smart Wi-Fi? Let me try that.
17:00
Speaker 2
We're at the... We renew access the setup page. Try to access. It does at a matter what address you used to access the router setup page. Yeah, the address that you are using to access. Okay. Try... Okay. Uh, no, sorry. Try using http://myrouter.info. [silence]
17:00
Speaker 1
Okay. Let's try again. I'm doing that again.
18:00
Speaker 2
what happens if you use my router dot info?
18:00
Speaker 1
Yeah, it's just like it's trying to load the page. Sure. I need a session. Give me a session ID. Yes, yeah. Hold on. I'm trying to get trying to get the page to come up.
19:00
Speaker 2
Is is it still keeps on spinning? Wait. Sir. How about this? Is it okay with you? I do a remote access to your computer. OK. Good. So now let me just prepare your remote access. OK. So are you now Sir, do you have the Zoom that Zoho, that come page open? OK. Good. So well, let me generate a session ID. hold on. and let me just generate your session ID. OK. So here's your session ID. Please write this down. Yeah please type this in.
19:00
Speaker 1
wow why is it doing that now we got all kinds of problems this evening wait wait okay finally i'm ready for a session id
20:00
Speaker 2
Okay, session ID, sir, is 773 009 872.
20:00
Speaker 1
Okay. All right. Oh. There we go. Oh, this is really slow. I don't know.
21:00
Speaker 2
enter 079886 okay then [silence] don't forget to enter a name and click on join session and after joining the session click on agree and download and I just want to confirm so how many devices are currently connected to the network in total yeah number of devices
21:00
Speaker 1
I didn't pay attention to that. It's less than 50, I know that. No. It's less than 50, I know. Okay. Man, it's just taking forever for this thing to load. What happened? All right, there we go. Okay, there download with that. Um I need to. the session has expired.
22:00
Speaker 2
is it more than 40? 40 to 50. Yeah, try to download again, sorry. The session ID. Or the, yeah, try to click again on, agree and download. Okay, I mean, okay. All right, so I have the page now open. So, let me just open an incognito window. okay, can you type in the router password, please? okay and sign in is that it sir, is that your router password. okay
22:00
Speaker 1
I don't know why it's not working. Oh. Oh, okay. Yeah, so I kept getting that error.
25:00
Speaker 2
you got disconnected too? yes yes I'm here so these are the, yeah these are the issues that you're experiencing right? yeah this one I think this is just a delay. yeah it just shows loading though, we're not found. but do you so may know what is the make and model of the modem that is provided to you by Spectrum? Yeah, to make another of the model that they provided to you. [silence]
26:00
Speaker 1
[silence] [silence] I can. I don't know how to answer that. It was I got the serial number and I think but it's made a couple things. Um it says I don't know what to make. This is such a spectrum modem.
28:00
Speaker 2
[silence] Hello sir, can you still hear me? Okay. May I know sir what's the make and model of the modem that is provided to you by Spectrum. Try to check it on the modem itself. Yeah the actual modem. Yeah, try to Yeah, normally you're just it's
28:00
Speaker 1
The model number is ES2251. That's about the best I can do. Do I need to log in again? Hello? [silence]
29:00
Speaker 2
it's on the sticker of the unit, so it starts with ES or EN or something like that. yes, 2251 yeah, thank you. yeah, that's what I said you get it right that's the correct one yes, 251 uh, no so because it's asking for the username and password and that's not what we need uhu, no sorry, no. No No, I don't like it sir. We only need our router password. Can you double check if your computer is still online, it's like I lost access to your computer. I can't control the screen. uh it seems like I cannot control the page. Okay, I think just delete delete the. Here's the transcription of the provided audio:
29:00
Speaker 1
I'm sorry, you're breaking up. Say it again. Oh, this was a desktop. Oh, it's, uh, I don't know, less than a foot away. Uh-huh. And then half a foot away.
35:00
Speaker 2
CAN YOU KNOW HOW FAR IS THIS LAPTOP FROM THE PARENT NODE LIKE THE DISTANCE FROM THE PARENT NODE? [SILENCE] HOW, HOW MAY I KNOW HOW FAR IS THIS LAPTOP FROM THE PARENT NODE CURRENTLY, like its distances from the main router, mm so it's, yeah, close enough to the lab, to the main route and how about the notes are hold far are [SILENCE] LOG [SILENCE] Wi-Fi [SILENCE]
35:00
Speaker 1
Oh, yeah, they're pretty. Well, the closest one is about 10 minutes, 10 feet away, the closest one, the rest, the rest of them are further out. I don't know why.
36:00
Speaker 2
is this the first child mode from the main node, like the distance. Yeah, just an estimator. Hmm. Hmm. Yeah, actually you have a good reading here, regarding the signal strength. Yeah, you have a good signal, but one of the nodes has a minus 050. So the signal is not good.
36:00
Speaker 1
This is happening. I mean, it's like right here. It's like a shelf, um, or a hutch. Basically, it's a hutch on top of a desk, and the desktop is sort of like, you know, towards the right-hand side of the desk, and the velo, I mean, the modem is on the top left. I mean, it's all right here.
37:00
Speaker 2
Yeah. Yeah, close enough. Yeah, the page, that page doesn't fully loaded yet.
37:00
Speaker 1
I'm just watching the basketball game. from V. Lock.
39:00
Speaker 2
Yeah, then just retype your existing router password. Just retype. Yeah, it should it can be the same. Doesn't matter. There. Okay, reset. repeating this will try to change the security mode, sir, to WPA2 personal, OK? OK, and let's see if you'll have a stable connection on your Wi-Fi. OK
40:00
Speaker 1
[[silence]] I wouldn't hesitate to make any changes on it. [[silence]] what's disconnected?
44:00
Speaker 2
yeah i tried to change the security mode to WPA2.
44:00
Speaker 1
I was saying,
45:00
Speaker 2
is disconnected from Wi-Fi. Yeah, please double check if it's it's still connected. No, I think it's still recovering. Okay, there you go.
45:00
Speaker 1
thank you [silence] hello I'm here
47:00
Speaker 2
Yes sir you're saying. Yes yes I'm here. Yeah I'm running a diagnostic tester and it seems that we have a good connection so far.
47:00