V2 Rubric Detail — adf293de-5ef0-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 02:05
Duration
12m 58s
Contact
Les Bramlette
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00131975
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7500_Unable to log in locally.
⚠ 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
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall69.9% (+17.9)

V2 Grader Summary

The agent correctly identified the out-of-warranty status and followed the paid-support protocol (R3 Met), but failed to resolve the login issue (R1 Not Met). Troubleshooting was generic and lacked diagnostic depth, with no use of available tools (T2 Not Met). Call control, ownership, and communication were solid, resulting in a partial resolution where the path forward was clear but the issue remained unresolved.

V1 Case Analysis

Customer unable to log into MR7500 (192.168.1.1); receives error 2315. Agent suggested cache clear, alternate browser, power-cycle, and offered $15 paid support after warranty expired. Customer mentioned adding a Spectrum router caused issue. No resolution achieved; ticket 131975 created.

Troubleshooting Steps
  • Advised clearing browser cache/history.
  • Suggested trying a different browser.
  • Recommended power-cycling the router and waiting for solid blue light.
  • Mentioned factory reset as a last resort.
Key Observations
  • Agent offered paid support without first exhausting free troubleshooting steps or diagnosing the root cause.
  • Warranty status was communicated as expired, but no system lookup was performed to confirm.
  • Customer revealed at [12:00] that a Spectrum router was added, likely causing double-NAT or IP conflict, but agent did not explore this.
  • Agent used vague instructions such as 'clear all the link' at [08:00], which could confuse the customer.
  • Long silences and lack of call control led to inefficient troubleshooting flow.
Positive Highlights
  • Collected serial number and created a HappyFox ticket (131975).
  • Provided correct basic troubleshooting steps (cache clear, browser change, power cycle) aligned with KB.
  • Maintained polite tone and allowed customer to speak, despite communication gaps.
Agent Errors / Gaps
  • Did not verify the exact router model before providing guidance (model was assumed from serial but not confirmed with customer).
  • Pushed paid support before confirming basic troubleshooting success or exploring the topology change.
  • Provided vague instructions (e.g., 'clear all the link') that could confuse the customer.
  • Failed to identify or troubleshoot the impact of the additional Spectrum router mentioned at [12:00].
  • Did not confirm whether the customer successfully accessed the admin page after any step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never resolved login issue or confirmed access; only offered paid support and a ticket number for future contact.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent suggested clearing cache, trying another browser, restarting router, and factory reset, but did not verify LAN connectivity, IP address, or perform systematic diagnostics.
R3 Met Correct resolution path conf 98%
Agent correctly identified device as out-of-warranty and offered the appropriate paid-support path per policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified error 2315 and asked about device type, but did not confirm physical connection, LED status, or correct IP usage (e.g., myrouter.local vs 192.168.1.1).
T2 Not Met Appropriate tools / resources used conf 97%
No diagnostic tools (remote session, logs, dashboard) were used despite a clear login issue that could have been verified remotely.
T3 Met No misinformation conf 98%
All provided steps (clear cache, try another browser, power-cycle, factory reset) are technically accurate per KB documentation.
Communication
C1 Met Clear & professional language conf 96%
Agent opened the call, gathered information, explained paid support, gave next steps, and closed professionally.
C2 Met Confirmed understanding conf 94%
Agent used plain language, confirmed device type (Windows 11), and adapted to customer’s pace and phrasing.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the call end-to-end, did not transfer, and provided a ticket number for continuity.
O2 Met Proactive follow-through conf 95%
Agent clearly outlined next steps: clear cache, try another browser, restart router, and call back with ticket if needed.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted based on the issue and customer’s willingness to proceed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent remained polite, used empathetic phrases like 'I see, understand,' and closed courteously despite paid-service context.
X2 Met Tone & rapport conf 92%
Agent matched customer’s conversational pace, responded to each statement, and maintained engagement.
X3 Partially Met Overall experience conf 90%
Agent required customer to repeat steps independently and later pay for a new session, increasing effort despite known issue.
Call Transcript23 turns · 24 lines
Speaker 2
Welcome to lynxus 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. lynxus.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 have your devices, 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 sis. My name is Rackel. How may I assist you today? [silence]
00:00
Speaker 1
i it's um through the browser you know going uh through 192 168 the regular router uh log in yes okay serial number is 45C 10M 28 B 033
01:00
Speaker 2
I see. So, you're trying to access it with local IP address. Is this used to work fine before? Yes, you understood. And for me to address that properly, and for the check the IP address and the access, may have the serial number of your Linksys know, the one that's connected wired to your modem, main node.
01:00
Speaker 1
no, no, no, no, no, no, no, no, no. 45. C is in Charlie. 10. M is in Mary. 28. B is in boy. 0 3 3 3 3. 0. Yes. on this particular modem? probably, I think so,
02:00
Speaker 2
All right, let me make sure I got it correctly. that's 45, see for Charlie 1 0 M for Mary. All right, thank you. Got it. And, for a moment checking the serial number, the model number showing at the bottom is it MR Mary Romeo 7500. And is this your first time calling Linksys? All right, let me create a record here.
02:00
Speaker 1
Yeah, I've had several lynx this um modem so I think this is the first time on this modem. not sure. I' Legless L, E, s Bramlett BRamlet E T-T-E hd, H, D, as in David. Righter R, I, D, E, R 9 6 1 2. Yahoo dot com 909 9 5 3
03:00
Speaker 2
m. Okay. I have noted and may I have your first name and last name? Let me create a record for this router. All right. And may I have your email address? All right. Thank you. In case we get disconnected may I have your phone number?
03:00
Speaker 1
['Yes, desktop computers, Windows 11', 'Uh'.]
04:00
Speaker 2
All right, thank you so much. Um, while waiting for, um, checking your record here and checking the hardware warranty for your Linksys node and support, going back to your concern with the access. Let me check the router right now in front of it. It's showing a solid blue light, right? And when you tried to access the IP address, the device you're using right now, is it a computer or is it like a handheld device? And if it's a computer, is it running in Windows or Mac OS? I think you have to try clearing cache, like clear cache history on your browser and then retry again access the 192.168.1.1.
04:00
Speaker 1
no, I haven't cleared the cache. I've tried. Excuse me. rebooting the browser, rebooting the computer clearing the cache. Let me see here. Let me see how. Let me see. Okay. Spectrum I
05:00
Speaker 2
And by the way, Alace, your [inaudible] was your [inaudible] service provider. Thank you. And going back to the Hardwer warranty and support over Lincistelta Lace. I don't have competitive access. It in support has ended. I'm double-checking it here. last year, 2023. So just to set your expectation with our out of warranty devices and out of support, like complimentary support. It used to have one year complimentary technical support but it's already ended. We have this pay-to support for technical purpose or technical only. Providing a technical support here over the phone. It will cost $15. So if you wish us to walk you through to resolve your issue. So this is a one hour troubleshooting paid connect session. And if we're unable to fix the issue or determine your device's defective, no refund and or replacement will be issued. Would you like to avail this $15 for us to walk you through with how to fix the log in on your Linksys router? [silence]
05:00
Speaker 1
Yeah, might as well. I mean, yes.
07:00
Speaker 2
[DOWNWEIGHT] all right, that's great. so I'm going to pass this year the tools so that we can start with the technical support just for a moment. Let me red get ready with my tools.
07:00
Speaker 1
Did you say clothes? Uh, you said close, clear out the history, right? Where? Uh, oh, here it is. And how far, how far history do you want? Everything?
08:00
Speaker 2
[silence] Yes. [silence] For uh to clear a cache. [silence] Yes, you may try all the uh the link. You can uh all rf uh re clear all the history of your browsing. Then click on.
08:00
Speaker 1
okay let me see here okay now here is something I wanted to tell you I got I got 2315 error when I tried to log in log in when I tried to access my router with with my password I got unexpected error 2315 [silence]
09:00
Speaker 2
All right, so I'm ready with the payment processing. and processing it. Okay. Okay, so it's still the same. There's still I see. For that for other option that you have for troubleshooting, you can restart the router, like turn it off. Give it a few seconds, then turn it back on, wait for solid blue, and then retry access again, [REDACTED_PAYMENT_DIGITS][silence]
09:00
Speaker 1
Yeah, um, I know that could be my last, my last resort. I was hoping I didn't have to do that, but, um, you said try another, another browser.
10:00
Speaker 2
0; 1; 4; 8; 9; you can; yes, try other browsers then and then restart the router, turn off and on if you're still the same, then reset and reconfigure. If you wish to walk us through trouble shoot the reset configuration, you can actually call us back. You can provide the ticket number so when you're ready, you can give this ticket number for a paid support.
10:00
Speaker 1
Okay. Okay. Yeah. Okay. I'm ready. 1 3 1 9 7 5. Okay. And this is Linksys. Okay. And if I call back, I just give them that ticket number and then tell them I want paid technical support. Okay. Yeah. What and the thing is that.
11:00
Speaker 2
Okay. ticket number one three one nine seven five. Yes. All right. Tiki number. mm-mm. Yes, if you or you tried already restart the router and then still the same using a different browser still the same then for the reset reconfiguration for us to walk you through just provide a ticket number for the paid support for $15. All right.
11:00
Speaker 1
I I plugged in another router from spectrum, which started all this. And I thought it was a modem and I it was another router. Um, and I don't need another router. And I think that's what started all this problem. Um, ah. Okay. All right. No, not at this time. Thank you very much. Bye.
12:00
Speaker 2
I see, understand. So, there's an update with the settings. So, try the options that I've I have provided. But if it's still the same, then last resource, you reset the router, again, back to factory setting and set it up. Alright. And anything else, at least? Other? Questions? Or clarifications. You're most welcome. Thank you for calling, sis. Have a wonderful day. Bye bye.
12:00