V2 Rubric Detail — a8e335a4-6352-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 15:56
Duration
12m 0s
Contact
David Vanderbelt
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132606
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cant access UI

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall33.1% (-22.9)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting or use diagnostic tools, offering only a factory reset guide for an out-of-warranty device. Despite correct identification of warranty status and commitment to follow-up, no technical progress was made toward resolving the inaccessible UI issue, resulting in an Unresolved outcome.

V1 Case Analysis

Customer unable to access admin page on E8450; out-of-warranty; agent will email reset/reconfiguration guide. No troubleshooting performed beyond warranty check.

Troubleshooting Steps
  • Collected serial number and warranty information
  • Confirmed warranty status (out of warranty)
  • Offered to send a reset/reconfiguration guide via email
Key Observations
  • Agent did not attempt basic UI-access troubleshooting (e.g., verify LAN connection, try http://192.168.1.1, power-cycle) despite customer mentioning rebooting the device [06:00].
  • Agent incorrectly stated that 'the only troubleshooting is reset' [10:00], which is not supported by KB guidance. Basic connectivity checks should precede reset.
  • Agent captured customer email but did not confirm its accuracy or intended use.
  • Agent introduced product upgrade discussion [08:00] before resolving the immediate support issue, potentially derailing focus.
Positive Highlights
  • Collected essential customer information (name, phone, serial, model).
  • Correctly identified and communicated warranty expiration based on product age and policy [07:00].
  • Provided a concrete next step by committing to email a reset/reconfiguration guide [10:00].
  • Captured customer email address (david.vanderbilt@xfinity.com) [11:00], enabling follow-up communication.
Agent Errors / Gaps
  • Did not verify admin page access via http://192.168.1.1 or myrouter.local despite customer explicitly mentioning the issue [00:00, 06:00].
  • Incorrectly stated that 'the only troubleshooting is reset' [10:00], which contradicts KB guidance for basic connectivity checks before reset.
  • Failed to confirm or document customer email address properly after collecting it [11:00].
  • Did not attempt to isolate the issue (e.g., try different device, check cable, verify IP configuration).
  • Prematurely pivoted to product upgrade recommendations [08:00] without first offering basic self-help steps.
  • Did not mention or attempt use of WPS, firmware recovery, or alternate login methods despite model support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent offered only to send a guide for factory reset without resolving or confirming access to the router UI.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps (e.g., power cycle, LED check, ping test) were performed before recommending reset.
R3 Not Met Correct resolution path conf 93%
For an out-of-warranty device, agent should attempt best-effort troubleshooting; offering only a guide with no hands-on steps fails the OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent did not ask relevant diagnostic questions (e.g., LED status, IP reachability, LAN vs. Wi-Fi access) and jumped straight to reset.
T2 Not Met Appropriate tools / resources used conf 91%
No tools (e.g., remote session, ping, LAN connectivity test) were used despite clear need to verify UI accessibility.
T3 Partially Met No misinformation conf 89%
Agent correctly identified device as out of warranty and noted lack of firmware updates, but incorrectly stated reset is the 'only' troubleshooting option.
Communication
C1 Partially Met Clear & professional language conf 86%
Call was guided through data collection, but no expectations set for troubleshooting process; closure was abrupt after sending guide.
C2 Partially Met Confirmed understanding conf 85%
Agent misread serial number (E548450) despite correction, indicating poor adaptation; language was otherwise clear but not tailored to customer’s uncertainty.
Customer Ownership
O1 Met Ownership & empathy conf 91%
Agent remained on the call, did not transfer, and committed to sending a reset guide, demonstrating ownership.
O2 Met Proactive follow-through conf 89%
Agent clearly stated, 'right after this call, I will send you the guide,' providing a specific next step and timeline.
O3 Met Closure confirmation conf 88%
Agent used serial number to check warranty status and did not re-ask for previously provided information, maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation occurred and none was warranted given the nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized at the end and used polite language, but did not acknowledge customer’s frustration or prior unresolved issues.
X2 Partially Met Tone & rapport conf 83%
Agent maintained a neutral tone but failed to adapt when customer requested serial number repetition, indicating mismatched pace.
X3 Not Met Overall experience conf 92%
Customer repeated contact and personal details; agent provided no hands-on help, forcing full reset effort onto customer.
Call Transcript22 turns · 23 lines
Speaker 1
[silence] Hi. I'm having trouble with I have a link
00:00
Speaker 2
Welcome to Lynx's 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.lynx.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Lynx. This is Gie. How can I help you today?
00:00
Speaker 1
is this a wireless router and I can't get to the, you know, 198 dot whatever, it's 1 dot one. I go from several browsers. I'm sorry. I bought this, I think possibly over a year ago. I don't know if it's still on warranty or not. Okay. Yeah, you're ready? It's 38 D as in David 10 M as in Mary. 52 C as in Charles 02231 [silence]
01:00
Speaker 2
user interface uh-huh yes. ah for your uh warranty sir we can actually check on that if you still have the receipt or based on the serial number may i have the serial number please um hmmmmm good sir
01:00
Speaker 1
Okay. I'm sorry, you faded out for a moment. Can you do it again, please? You said 54. It should be 52, before the C. 5, 2, c.
02:00
Speaker 2
2231. let me just check on that, okay? So let me just read it back to you, sir. 3 8 D for Delta, 1 0 M for Mike, 5 4 C for Charlie, 0 2 2 3 1. Yes, sir. 3 8 D 1 0 M 5 4 C 0 2 2 3 1. Okay. I just need to check on this unit, sir, okay? Give me another a few seconds, sir. Thank you, sir.
02:00
Speaker 1
Sure. 609-651-1335. First name, David. Last name, Vanderbilt, V-A-N-D-E-R-B-I-L-T. First name, David. Last name, Vanderbilt, V-A-N-D-E-R-B-I-L-T.
04:00
Speaker 2
Okay, terry. We'll wait for that, sir. And I have your, I have your phone number in case we get disconnected. One three six seven eight. Okay, got it. And how about your first and last name, sir?
04:00
Speaker 1
David H. Vanderbilt
05:00
Speaker 2
Okay, got it. Thank you. How about your email address?
05:00
Speaker 1
Yes. I've been using it for about a year. Um, uh, yeah, E8450. That's right. Uh, I've been using it, um I've said some. There's been some peculiarities that I haven't necessarily followed up, uh like I put in DHCP reservations for some device and then it's not respected sometimes. But, um this is the first time I've had the problem that I just can't get to the control panel at all. I did try, um, shutting it off and rebooting it.
06:00
Speaker 2
Hi sir Based on the information I have here what you're using sir is an E 8450 that's the model number and sir Maino how long have you been using this device?
06:00
Speaker 1
Okay. Okay. Sorry, what is the warranty period? Okay, so we're probably just a little bit beyond it. Okay. Does that leave me with any options? [silence]
07:00
Speaker 2
I see, yes, sir. Okay, so based on what I have here, sir, it shows that, yeah, you're using an E548450, and it shows here, sir, that this is already an out of warranty unit. [silence] For the warranty of this unit, sir, it's only one year, and beyond that, Okay. [silence] You can still try to do troubleshooting for this one, sir, but let me just inform you that this unit, sir, this is already using a very old firmware, and we don't have any, uh, we don't have anymore any updates for the firmware of this unit. So any problem that will...
07:00
Speaker 1
um, well, let me ask you this. I mean, if I would if I would want to buy a new unit, um, do you can you recommend a model that would have um, everything up to date? I'm sorry, say it again. I didn't understand.
08:00
Speaker 2
you'll encounter share on this unit that might be because of of an outdated firmware. [silence] So for recommendations, sure. We do have a lot of devices right now like the Wi-Fi 6E and the Wi-Fi 7. Those are the newest device we have here and uh there uh also that unit there is way more better or than this one that you're currently using right now. This is still a Wi-Fi 5. Yes, sir. This is still a Wi-Fi 5.
08:00
Speaker 1
So the next level beyond five is 60 and seven. Is that what you're saying? Okay. All right. I'm not sure what I want to do. Give me a sec. So as far as this unit is concerned, I mean, the only thing I could think of that I haven't uh tried yet is to hit the factory reset and try to set it up again, but I'm hesitant to do that. Um, is there a?
09:00
Speaker 2
Wi-Fi 5 routers here and the feature of this unit is no longer capable for for devices that are updated especially if you update your modem [silence] yes we still have Wi-Fi 6 and the Wi-Fi 6 C and then Wi-Fi 7 [silence]
09:00
Speaker 1
Anything else that you can suggest?
10:00
Speaker 2
If when it comes to user interfacer that you can't log in the only troubleshooting is θ reset. θ. Okay. Sir, since this is already an out of warranty device, sir. Yeah, and I believe you're already aware that we can no longer provide free assistance for out of warranty device. What I can do, sir, is send you the guide on how you can get through the user interface of this unit or send you θ guide, sir, on how you can uh reset and reconfigure uh this this node. Yes, yes sir. I can send you the user guide, sir. It's
10:00
Speaker 1
I don't think that's going to help me. Well, why don't you go ahead and send it? I would appreciate it. Yes, thank you. You have the email there, right? Okay. Okay. It's Xfinity. Okay, thank you. [silence]
11:00
Speaker 2
Yes, yes, sir. I have it here, sir. Okay, just follow that guide, sir, for the reset of the configuration. Yeah, that will be the last thing that you can that you can do, sir. May I just ask who is your internet provider, sir? Xfinity. Okay. So yes, sir, right after this call, I will send you the guide on how you can reset and reconfigure your links device. Okay. Thank you so much for your time. Sir. Apologies for the inconvenience and may you have a good day, sir. Please stay safe.
11:00