V2 Rubric Detail — a2ecd1b4-8080-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 19:09
Duration
57m 8s
Contact
828-231-4044
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00137327
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall85.9% (+29.9)

V2 Grader Summary

The agent successfully resolved the MR9600 router’s no-internet issue through configuration troubleshooting (reset, MAC clone, Wi-Fi setup), with customer confirmation of working connectivity. However, a material technical inaccuracy (incorrect IP address 192.1.68.1.1) resulted in T3=Not Met per KB. Communication had minor friction but overall ownership and resolution were effective, with no critical failures warranting auto-zero.

V1 Case Analysis

MR9600 router had no internet after power outage; reset, accessed admin via myrouter.local, changed Wi‑Fi settings, enabled MAC clone, power‑cycled; internet restored.

Troubleshooting Steps
  • Hard reset of the MR9600 router
  • Accessed admin interface via myrouter.local
  • Changed Wi‑Fi SSID and password
  • Power‑cycled the router
  • Enabled MAC address cloning with provided MAC address
  • Verified web access
Key Observations
  • Agent provided incorrect router IP address (192.1.68.1.1) instead of 192.168.1.1, causing access issues.
  • Agent incorrectly conflated Wi‑Fi password with router admin password, leading to confusion.
  • Agent enabled MAC address cloning without verifying it was required for the customer's ISP or connection type.
  • Call contained redundant steps and unclear transitions, reducing efficiency.
  • Customer confirmed resolution after final power cycle and MAC clone application.
Positive Highlights
  • Collected model and serial number early in the call.
  • Successfully accessed router admin interface via myrouter.local after initial IP error.
  • Persisted through access difficulties and eventually restored internet connectivity.
  • Provided clear final verification step (opening a website) before ending the call.
  • Correctly identified and used the default admin password 'admin' for MR9600.
Agent Errors / Gaps
  • Provided wrong local IP address (192.1.68.1.1 instead of 192.168.1.1).
  • Incorrectly instructed customer to use Wi‑Fi password as router admin password.
  • Enabled MAC address cloning without confirming it was necessary.
  • Failed to recognize unrelated browser issues on the customer's PC, causing unnecessary diversion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at the end: "it’s working… we should be good." Internet access verified via website.
R2 Met Diagnostic thoroughness conf 90%
Agent conducted logical troubleshooting: reset router, connected via iPad, changed Wi-Fi settings, cloned MAC address, and verified web access.
R3 Met Correct resolution path conf 90%
Issue treated as configuration problem; no misdirection to ISP/warranty. Warranty/status not a factor per transcript and Assessment 4 (case_history_applicable=false).
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptoms (red LED, no internet), asked for MAC address, isolated router as source, and guided through diagnostic steps.
T2 Met Appropriate tools / resources used conf 85%
Used appropriate tools: local browser (iPad/Safari), myrouter.local, MAC cloning, and verified results — all fit the router configuration scenario.
T3 Not Met No misinformation conf 100%
Agent provided incorrect IP address "192.1.68.1.1" [00:22] instead of KB-mandated 192.168.1.1, contradicting universal_password_login.md and adjacent_device_setup_scenarios.md.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent kept call moving (set 5-minute hold, provided step-by-step instructions) but had moments of confusion, long silences, and lost focus during browser issues.
C2 Met Confirmed understanding conf 85%
Adapted terminology (used iPad when laptop failed), repeated instructions, checked understanding, and accommodated customer’s technical limitations.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and independently resolved the issue without escalation.
O2 Met Proactive follow-through conf 90%
Set clear hold timer with explanation, established specific next steps (MAC clone, Wi-Fi settings), and confirmed resolution before closing.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history indicated; no handoff or continuity issues observed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred or was warranted — issue resolved at L1 with full customer validation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation executed, and none was required for this resolved case.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent thanked customer for patience repeatedly, maintained courteous tone, and acknowledged difficulties (e.g., "we really appreciate your patience").
X2 Met Tone & rapport conf 85%
Adjusted communication style (switched to iPad when laptop failed), matched customer’s pace, and verified comprehension at key steps.
X3 Partially Met Overall experience conf 75%
Agent reduced effort where possible (used existing MAC address) but customer experienced unnecessary friction due to IP typo and browser confusion.
Call Transcript72 turns · 81 lines
Speaker 1
Uh, Wi-Fi router um, is not working. We had a power outage, and my motor. mods on, and I have internet, and I have internet for the modem. If other pull again uh, with a cable, but I can't get anything to go through the through the link your open.
00:00
Speaker 2
Welcome to linksys support to ensure quality service, your call may be monitoring. 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. Thank you for calling Mr.erio is going to help.[silence]Can you give me the serial number and model number of your linksys router.
00:00
Speaker 1
[silence] The serial number is [silence]- [silence] Ready [silence] zero [silence] to flip it over here. It's three two L one zero [silence] J zero 8857. [silence] Let me see. Where's the model number? [silence] Is it on the same blank? It is MR [silence]. 9600. Silence. first name is Sherry. last name is Blissett. B. L. I. S. S. E. T. T. is UK
01:00
Speaker 2
got it. What is your first name and last name? Wait one more time. The last name. B. E. T. Okay. What is your email address?
02:00
Speaker 1
Uh, spectrum? Uh, my wife says I'm going to kill myself if I kill her. Oh, the light is pink? I did. I did hit the reset, the little red button and I have unplugged it and left it unplugged for a couple minutes and plugged it back in. And I know when I got in on the app, it it just says there's no internet connection.
03:00
Speaker 2
Oh, it's pink. so, I'm assuming you you reset that, right? You did reset that, correct?
03:00
Speaker 1
Okay. Let's see. [silence] Okay. Okay, I want a password. [silence] Um
04:00
Speaker 2
I'm going to go to your phone's settings, Wi-Fi. settings, and find the Wi-Fi name linksys setup. Connect to that tab and hit connect. Add the network. The password is located at the bottom of the unit. That's the password, the default password.
04:00
Speaker 1
Do you have a password? What's the password? I can't get it to take the password. Is that? Yeah. Um. [silence]
05:00
Speaker 2
Out of the password? That just at the bottom of the unit. You might need to take a photo of that so you can zoom in the password.
05:00
Speaker 1
"Oh, it's on the bottom of it. Oh, let's see. Oh, no, no, I got you. [silence]" The wheel is spinning and still. Yes, it has a check mark next to the Wi-Fi link set up. Um, it saying it says no internet connection. Uh, yeah, I'm fine. Disconnect from the links box and hard wire it straight into the modem.
06:00
Speaker 2
It's connected now. no internet right? Connected no internet, correct? Nothing like that? Oh, okay. Do you have a computer that we can use? it's... it's hard to do a... [silence] Sorry. Sorry.
09:00
Speaker 1
I can connect one directly to, I can connect it directly to either one. Right now it's not connected to anything. I have the router connected to the modem. Yeah, I can connect it to the modem versus the router. Now let's see if that should give us um okay, so we have internet on the laptop. [silence]
10:00
Speaker 2
I think you're telling me that you have a computer connected directly to the router, right? or the modem can we oh, okay. I understand. Okay. Can you connect it to the modem directly? can we start with the modem? please, silence. And then it works. Your laptop is connected to the modem.
10:00
Speaker 1
Correct. it's a Windows. I think it's. it's 11. Um, I believe so. right next to the blue box. Okay. Yep. [silence] Windows 11 tools. Okay. up here. Yep. [silence] Yes. click this.
11:00
Speaker 2
What operating system of your laptop? Windows or a Mac? You're happy to know, is that Windows 10 or 11. 11. Okay. Let us if that if that's Windows 11, the start icon of Windows should be at the bottom middle. It's four boxes together. color blue. right to search beside it. right next to the blue box, yeah. right you can see that. Okay. Click that search box and then type in network connections. [silence] What do you see? You see network, I mean control pad, O. right click internet. And then select status. OK. um, I mean look for the details button. Click that. And look for physical address. Give me that.
11:00
Speaker 1
physical address okay it's eight four capital B capital A five nine nine D five nine eight five. Yes nine D as in David it's uh nine seven dot eight two dot two three one dot four six um it is nine seven dot eight two dot two two four dot one
13:00
Speaker 2
Did you say 9th Elias and David, right, or B? Okay. I think it, what is the Internet IP, no, IP for address? Okay. And what is the default gateway?
13:00
Speaker 1
I'm gonna take the modem and connect your router back to
14:00
Speaker 2
Okay. All right, I'll disconnect your computer and connect the linksys router back to the modem. Make sure that it's connected to the internet port of the router, your linksys router, the cable and me. Yes, yeah, correct. And your linksys router is connected directly to the modem, right? No wall patch in between, [ silence ]
14:00
Speaker 1
Okay, so the routers connected back to the modem. Yeah, I can. I can disuse. I've got this cable here that I was using, so I wouldn't have to just disconnected. Oh. and now I can put it in the back of your router and one of the empty ports. Yep. Okay.
15:00
Speaker 2
No switch hub in between, correct? Okay. At the back of the at the router, there's a reset button. Actually, we can use the computer to set up the router. Uh, connect your if it's possible. If you have a spare Ethernet cable, can your hardware, you connected to the router? And you can't, you said? Okay. Yeah, one of the Ethernet port. Yeah, Ethernet. Yes.
15:00
Speaker 1
Does it matter which one or it has to be the Ethernet port? It has... Okay, so I'll just connect the modem. Oh, Ethernet, okay. Let me see. Oh yeah, there we go. Got it. Modem is connected and laptop is both connected to your router. [silence] Yeah.
16:00
Speaker 2
it has to be the either net port no no uh eat internet port not the internet port the the modem should be connected to the internet port of the linksys router but the computer should be connected to the either net port of the router okay all right open Google Chrome if you have Google Chrome or if you have Microsoft Edge let's use that [silence]
16:00
Speaker 1
I have Edge loaded. What would you like to do?
17:00
Speaker 2
Okay. Open a new tab and go to my router dot local.
17:00
Speaker 1
No I can't get Edge to do anything and Edge um, it's just [KEEP_UNCERTAIN] No, it won't let me it won't it won't go anywhere. And it's just and when you just go to the search that's coming up with the +. and I don't want you to put anything into the search bar now. Just trying to pull up office now. Let's see what we can get. Can we yeah, let me see if I can get the question. Can I help you? Okay. Um,
18:00
Speaker 2
not doing anything let's try Chrome if you have Chrome Google Chrome not the not this Google
20:00
Speaker 1
Even when you open Google Chrome, it should, it just comes up with a line of plus symbols. What does it, go back? Yeah, I have this new tab open. And Google Chrome is, all right, let's close this. All right, Google Chrome is open, the task bar is up. Okay.
21:00
Speaker 2
Right. So, you have the new tab open, right? Okay. Still. Right. Let's use the IP address. Okay. I'm gonna give you a number to stack these and we're into the web address bar. The bird top search bar URL bar. So that is 192.1.68.1.1. Hmm. Like, when you type in something, it's not coming up? That's weird. Like, can you close the browser and reopen it, like the whole browser? Are you using a Bluetooth keyboard or no?
21:00
Speaker 1
No, I'm not. Let's go back to Google. It's doing the plus ones. Why is it doing that? [silence] [silence] an into the the links router. It's just coming up with plus marks. Even on Google Chrome, um, you open up a new tab or you even go to type, something in the task bar, it won't let you. So, if I put a um,
23:00
Speaker 2
And they, what do you mean? What do you mean " class accompany"? Like is that when you open a new tab? [silence] Wow.
24:00
Speaker 1
Do I do this? Correct. Do I have an iPad? Now. Okay. So now, um, hmm. [silence]
25:00
Speaker 2
So, so you're saying when you're typing something, it's that it's not coming up, right? And this doesn't sound like an Internet problem. It's more like a computer issue. You have iPad? Maybe we can use iPad. Yeah, let's let's try using iPad instead. Connect your iPad to the Linksys Wi-Fi developer setup. Now Linksys is set up Wi-Fi. Thank you.
25:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Okay.[silence] Okay. I'll say in one moment.
28:00
Speaker 2
Okay, open Safari browser. And go to my router.local. Don't download it, just click the image of the phones. Word top.
28:00
Speaker 1
Okay, so sign in. It does say internet connection is down, but it wants the router password. Okay, A-D-N-M-I-N, okay. All right. Uh, network says it says no internet.
29:00
Speaker 2
is asking the writer password is admin a d m I N that sounds okay. and finally what do you see now you see network status
29:00
Speaker 1
This device router explanation point no Internet. Okay, we're on troubleshooting. Okay. We got the report. 1.0.4.205530.
30:00
Speaker 2
okay let's go to the left hand side under wireless settings wireless connected with the troubleshooting and Wi-Fi settings right and security and all so click troubleshooting and below the first tab that says basic below that there is the diagnosis and report option click report give me the the primer version what's a primer version and
30:00
Speaker 1
Okay. One under than 1 G. PBS. There's nothing in any of those boxes.
31:00
Speaker 2
and scroll down all the way to the bottom of that. where you see the boxes and line them up with the word internet. there's two cells. about those two cells. there is 100 MB/s and 100 GB/s as the other one. where's the X mark under? What about the port below. port 1, 2, 3 and 4. is there an X mark? or an O mark? Okay.
31:00
Speaker 1
Oh, it's the Wi-Fi name. Okay. Okay. Uh. Yeah. Okay, we've got that. Okay, so then select okay.
34:00
Speaker 2
I don't know, the SSID is going to be your Wi-Fi name. So, create a or customize the Wi-Fi name. Yes, and a password is the password for that Wi-Fi. Click Setup Note once you're done. [silence]
34:00
Speaker 1
Yes. Yeah. So it says that the fine change is yes and it okay. Now it's saying the router is not found. [silence] . [silence] .
35:00
Speaker 2
Are you done creating Wi-Fi name and password, did you click set up night just making sure? Okay good. Is it applying the changes now? Hit okay, yes.
35:00
Speaker 1
it's it's red solid red so yes it's on my phone yes okay let's [silence]
37:00
Speaker 2
what's the light on the router solid red or blinking red but if you go to your phone settings Wi-Fi settings you can see the Wi-Fi name right the one you created okay let's turn up the the mode them for just 10 seconds. Unplug that from the power source, plug it back in. Did you already turn off the modem? I mean the router. I mean the modem, yeah. Okay, turn it back on now.
37:00
Speaker 1
yeah, it's blinking blue
39:00
Speaker 2
Is the modem still booting up? Okay. Just let me know when it's boot up, booted up.
39:00
Speaker 1
Okay, it's solid blue now. Um. No, the links is wherever it's up. Yeah, it just went red. Turn it. It's going from red to blue. Now it's back to blue. Nope, now it's solid red.
40:00
Speaker 2
And the links is wrong solid red. Is it fighting solid blue? Ok turn up the router and turn it back on.
40:00
Speaker 1
Okay. I did and it's blue now. Okay. You sure can. You sure can. Okay. Thank you. [silence]
41:00
Speaker 2
um and on quick off and on. Okay, let me set a timer here for five minutes and we'll see what happens. Five minutes. If this will not work, we will apply the MAC address or the physical address we get from the main node. And we're waiting for this for five minutes. Can I put you on hold for five minutes? Cool. I'm just going to load up my tools right here. I think you appreciate that. You can also take a time grab water or a coffee. I'll be right here. Okay, I'll be back in a minute. Thank you.
41:00
Speaker 1
It was. How are you? Okay. And it's still. It's it's solid red.
47:00
Speaker 2
[silence] Thank you so much for patiently waiting on the line. Hello. How are you? [silence] So what's the light now? Sounds all right. Okay. Can you connect your computer to the Wi-Fi? I mean back [silence] No, let's use the [silence] I still use it as Wi-Fi. So back to the Wi-Fi. [silence] Did you wake up the monitor again? [silence] Okay, what's the color now? [silence] Okay, let's try [silence] something about [silence] The computer, not the monitor. [silence] Okay, do you have your laptop with you? [silence] Let's try something, okay? Are we on a PC or laptop? Low-mounted? Let's try Laptop or iPad. Try connecting [silence] to the Wi-Fi again. Did it skip connecting or? It's still not getting the Wi-Fi right. Okay. Still not getting it. That's what I wanted [silence] Okay. That makes sense. I have data now. Can you try using that watch with the Wi-Fi? Because that's [silence] I think the best way [silence] Can you connect your computer with the phone, hotspot or something? Can we [silence] it to your Wi-Fi because [silence] all right? [silence] Okay. [silence] Did something work on the PC? [silence] Okay, did you transfer or? You're trying to [silence] Yeah, can you still try to [silence] send it using the computer? [silence] Okay. [silence] Okay, can you back [silence] so now it's [silence] trying what happened there. You got it? From computer? [silence] Can you try going [silence] to the [silence] Wi-Fi [silence] and the try connecting to the Internet again [silence] if there's Wi-Fi and your computer [silence] is not picking up Wi-Fi Yeah, so [silence] something from the Wi-Fi [silence] On the phone, you can use [silence] uh the eye point [silence] first [silence] part and then you're [silence] moving that through [silence] Wi-Fi, you can see, [silence] and can still work. So it's good, but the computer is [silence] not connected. Yeah, I just connected [silence] to the Wi-Fi.
47:00
Speaker 1
um to the setup Wi-Fi? Um uh... I think I... I should be able to through the laptop hard wiring, but I don't have a way to get one to get it ago. Okay, so we're back to the iPad then. Um,
48:00
Speaker 2
to your iPad and that's connected still to the Wi-Fi or not anymore? I think it's already changed. Can you connect to your updated network name? Okay. That's okay, let's just use the iPad for now. We just need to apply the MAC address and restart again. That should work after that. But that's connected to the Wi-Fi right, the updated network name? Mhm. Okay. That's okay, let's just use the iPad for now. We just need to apply the MAC address and restart again. That should work after that. But that's connected to the Wi-Fi right? The updated network name? Okay.
48:00
Speaker 1
no the iPad has to be connected to doesn't have Wi-Fi on it um
49:00
Speaker 2
Okay, let's start this way. So, go to your iPad settings. and Wi-Fi settings. and find that they did a network that you created just a few minutes ago.
49:00
Speaker 1
Okay. Okay. Okay, we're going back to the my local router.local. Okay and we're going back to put the router password in. Okay, we're back to the Wi-Fi tools and the router settings.
50:00
Speaker 2
you you fine you find it? Okay, good. Open default browser again, and I'm going to give you the IP address again. You can also just go back to that my router dot local. Yes. Yes. Yeah, the router password, yeah. The admin, a DMN.
50:00
Speaker 1
Got it. All right. Got it checked. I'm ready. Okay.
51:00
Speaker 2
All right, let's go to the lift, hand side under browser settings connectivity. Go to connectivity, and they're connectivity. There are tabs click the second sub-dats internet settings. Click enable Mac address clone or Mac address clone Enable. And I'm going to give you the number, the the wait, right, right. Uh, it lost it. I'm looking fair. Oh, there go. I'm sorry. So that's ready. So remove the zeros and replace it with a number I'm going to give. Okay. Okay, so that's nine, seven for the second box. I mean, for the first box, the second box is
51:00
Speaker 1
eight to, all right, third box. [silence] Right, give me, give me the last two to make sure. So I have 8-4- B and their capital two, correct? Yeah. Yep. And then 5-9 and
52:00
Speaker 2
Oh, my, my bad, sorry, uh, so erase everything, so it's eight, four, I'm sorry, so that's eight four for the first box, and for the second box it's B as in boy, A as in alpha, and then third box it's five, nine, four box is nine, D as in delta, five box is that, that's five, nine, again, and the last one is eight five. Did you get it? Sure. Uh-huh. They're all caps, yes, I'm sorry.
52:00
Speaker 1
i gotta put a capital on this and now i have a capital d and nine okay and now what was this second to the last box oh 90 so that was g d okay sorry and then apply your rounders applying changes okay okay
53:00
Speaker 2
[silence] Uh it's that D9, it should be 9D just to make sure it is. mean that. and after that, that's 59 and the last one is 85. and then click apply. I just click OK. OK. Is it updating the wireless settings or change is right or what is its environment on the page? Did you click apply, right? You click apply and you after that ask OK. Good. Let's get here. So it's connected, right? It says connected.
53:00
Speaker 1
the router is blue instead of red. Like. I. Okay, so. I guess now. On the laptop. Does it connect to that new name that we put in there? Or does it matter less. I mean, yes, okay. How OK, let's go. I.
55:00
Speaker 2
perfect, let's get to here, so I guess it's all, it's working, I mean, it should be working, go, go open a new tab and try to pull up a website like, uh, Facebook, YouTube, whatever page you want to open, just, just to see, let's see if it's working. [silence] yes, the, the new name, it's, it connected to the new name.
55:00
Speaker 1
Okay. Okay. That was it's working on that, so we should be good. No, but I thank you so much... You too. Thank you. Bye. Bye.
56:00
Speaker 2
Right, you have other questions? Anything else I can help you with? Well, I'm glad I was able to help, and we really appreciate your patience with this, we really do. Okay, if nothing else, I hope you have a good one you take care. Thank you so much again.
56:00