V2 Rubric Detail — b160d2ea-796e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 19:12
Duration
31m 8s
Contact
Venu Pamulapati
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136050
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to change the IP address

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall62.4% (+32.4)

V2 Grader Summary

The customer confirmed resolution after configuring a separate subnet, warranting R1 Met. However, the agent provided materially incorrect technical information about IP addressing (T3 Not Met) and failed to reduce customer effort, requiring repetition and leaving them to troubleshoot post-change (X3 Not Met). The interaction was owned and completed without escalation, but communication lacked adaptation and empathy.

V1 Case Analysis

Customer attempted to configure a new Linksys router as a switch on subnet 192.168.4.1 with Wi-Fi disabled for device isolation. Agent performed factory reset, guided login with default admin password (admin), and attempted LAN IP change. Provided factually incorrect advice (devices share same IP). Issue unresolved; customer still confused. Ticket L9CS00136050 created.

Troubleshooting Steps
  • Performed factory reset (held reset button until blue light appeared).
  • Guided login using default admin password (admin).
  • Attempted to change LAN IP to 192.168.4.1 via web UI.
  • **Incorrectly stated that all devices connected to the router share the same IP address (transcript [27:00]).**
Key Observations
  • **Agent provided factually incorrect technical advice**: Claimed all devices connected to the router share the same IP address (transcript [27:00]), which contradicts the Linksys KB and basic networking principles (DHCP assigns unique IPs).
  • Failed to verify that the LAN IP change to 192.168.4.1 was successful or that DHCP was properly configured for the new subnet.
  • Did not address customer's core need for device isolation; no mention of Guest Network, VLANs, or client isolation features.
  • Long silences and lack of step-by-step confirmation led to poor efficiency and communication breakdown.
  • Closed call without confirming resolution, leaving customer with unresolved technical confusion.
Positive Highlights
  • Collected serial number, ISP, phone number, name, and email (transcript [03:00]–[09:00]).
  • Correctly guided customer through factory reset procedure (transcript [07:00]–[08:00]).
  • Provided correct default admin password (admin) for login (transcript [12:00]).
  • Provided a ticket number (L9CS00136050) for future reference (transcript [30:00]).
Agent Errors / Gaps
  • **Stated that all devices connected to the router share the same IP address (transcript [27:00])**, which is technically false and materially misleading per the KB.
  • Did not verify that the LAN IP change to 192.168.4.1 was applied and functional.
  • Failed to explain how DHCP assigns unique IPs to each device or how to achieve device isolation (Guest Network/VLANs).
  • Did not confirm whether Wi-Fi was successfully disabled.
  • Allowed call to end without confirming customer understanding or functional validation.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'I think it's working now very nice' and later 'yeah it is okay', indicating successful configuration of the new subnet and internet access.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent guided reset and IP change but skipped key diagnostic steps like confirming current settings or explaining why 192.168.4.1 was valid; troubleshooting was reactive rather than systematic.
R3 Met Correct resolution path conf 90%
Agent correctly pursued a configuration path for a technically feasible request (subnet isolation), providing best-effort support without inappropriately escalating or dismissing.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for model, serial, ISP, and name, but failed to probe network topology, existing IP conflicts, or purpose of isolation before jumping to IP change.
T2 Met Appropriate tools / resources used conf 95%
No tools (logs, remote access) were necessary or available for this local configuration task; agent appropriately relied on verbal guidance.
T3 Not Met No misinformation conf 90%
Agent repeatedly stated devices 'will share the same IP address' — a material inaccuracy contradicting basic networking principles (each device gets unique IP via DHCP).
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained general direction but used long silences, unexplained holds, and abrupt transitions (e.g., sudden request for personal info), losing smooth control.
C2 Partially Met Confirmed understanding conf 70%
Agent used simple language but failed to adapt when customer showed confusion about IP addressing; repeated prompts without checking understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all steps, avoided transfer, and provided a ticket number for continuity.
O2 Partially Met Proactive follow-through conf 80%
Agent provided a ticket number but did not set expectations for follow-up or offer proactive callback; closure was passive.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent used polite language but did not acknowledge customer's six-hour effort or frustration; empathy was transactional, not personalized.
X2 Partially Met Tone & rapport conf 70%
Agent maintained formal tone but did not adjust pace or style despite customer’s repeated confusion and urgency; missed cues to simplify.
X3 Not Met Overall experience conf 85%
Customer repeated email address multiple times; agent failed to use existing info (e.g., serial) to reduce effort and left customer to self-diagnose connectivity after changes.
Call Transcript46 turns · 47 lines
Speaker 1
Yes, I bought a linksys router recently. Uh I'm trying to, I'm trying to use the router um as a switch. Always, always it asking me to go to the app.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. 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. While waiting, you may also visit support.linksys.com for more information about your product. Hello, thank you for calling linking Linksys technical Support. This is from Harold. Yes. Um, we're going to set it.
00:00
Speaker 1
And I don't and on the app already have one links this router. It is trying to dig to that router and it's not like I want to configure the new router separately. Is there an option to do it on the website you're like 192.168.1.1. Yes, correct. Correct. Oh, I like I can do that right now. Hold on. I was not I was never able to do that. Do I have to reset my currently it's working
01:00
Speaker 2
Yes, sir. If you are on that page, it says that you need to download the links up there. Is that the message? All right. And you see a picture of the phone or an image of the phone? Yes, you can click the image of the phone, sir. And then you will be routed to the page where you can input the router password.
01:00
Speaker 1
can connect to another row links. We lost. I can reset it. I don't have to keep that. I can reset that. No. No. No. I want to make it as a like 192.168.4.1 network. Clicker and I connect to the main router. I want to have a separate subnet.
02:00
Speaker 2
I see. Right Um, so you want to uh, create a new network. Is that correct? Um, like you want to make it as a new parent node? All right, so you want to change the IP address of this um router. I think I will.
02:00
Speaker 1
That's correct, I want a separate subnet, so that's why I want 192.168.1.4. or 168.4.1, sorry, not 168.1.4.4.1. Yes. Yes. I can reset right now. Okay. Yeah, the serial number is 50U10MV15002198. Xfinity, Comcast. [silence]
03:00
Speaker 2
I see. Um, could we provide server for that one. Can you provide the model number and the serial number of this links your sir? Good. Thank you so very much. And may I know who is your internet service provider also? Comcast. Got it. Thank you so very much for providing militia.
03:00
Speaker 1
Yes. It's a emergency. 20 emergency. Yeah.
04:00
Speaker 2
[silence] and also can you tell me what's the model number of this router? I got it.
04:00
Speaker 1
I want to put separate network, I have work, uh, laptop. I want to put that on a separate subnet. That way it doesn't have access to my home resources. Like I have a lot of things in the home, right? Like TV, personal computers. So I don't want to have my work computer to have access to.
06:00
Speaker 2
[silence] right and also if I may ask, May know the reason why you want to change the subnet masks of this router [silence]
06:00
Speaker 1
Closet. I can do now. I did couple of times. I was playing to set myself. I was not successful. So, I can do it now. It won't take - it's only 30 seconds right. 15 seconds. I can unplug all the connections right now in the reset. Yeah. That way it will be clean, I think. How much time I have to hold the reset button. Oh yeah, the light went off now.
07:00
Speaker 2
[silence] right, so do you have the router already? [silence] all right. [silence] um, yes, you can unplug it. [silence] You need to press and hold it until the light went off. [silence] and release once the blue light is showing. So, it might take about 20 seconds.
07:00
Speaker 1
Okay, released. Yeah, the blue light came now. Yeah. Yeah. VS victor. Yeah. News. Utah. That's my first name. My last name is PS Peter, Apple MS Mary. Utah LS Larry.
08:00
Speaker 2
then you may release the reset button, sir. Mhm. And let's give it about two to three minutes until it's done starting up. And we'll wait as you're can't provide your first and last name and also your email address for me to create a quick account for you. Mhm.
08:00
Speaker 1
Sorry. there. Yeah. No. No. Sorry. Sorry. I completed my last name. My email address is v ervictor robert and my last name is p. at gmail.com. Correct. now. Correct. Correct. Correct. Correct. Correct. it is blinking. right. now. The router is purple now. solid purple now.
09:00
Speaker 2
All right, so your email address is your first and last name at gmail.com. Got it. Got it. Thank you so much for providing me the information there. And also just to confirm, the phone numbers is 404-271-4267. Is this correct? Got it. Thank you so much. All right, so now it's solid purple. [silence]
09:00
Speaker 1
[silence]
10:00
Speaker 2
So you want to access now the router settings of your router. [silence] All right. Are you can still access it, um, what device are you using right now? Sorry, is it laptop, a computer or an iPad? [silence] Uh, yeah, you can connect your laptop, um, to the Wi-Fi if you want. Yes, you can wire it directly, sir. [silence] I guess you can put it on the internet port. [silence] Um, the ethernet port. [silence] The port number
10:00
Speaker 1
but it's like say one moment is trying to go there if the access router uh uh so the password what is the password you said admin looks like it's working Wow, I should have call you long back I waited like six seven hours um, yeah, I see the device list just access parent control yep do we change the IP address of like uh, Yeah, I did. Yeah. [silence]
12:00
Speaker 2
All right. On the password, you can just input admin, all lowercase. mm-hmm. Admin, all lowercase. Just click the CA first, it's on the bottom of the screen. It's a small font. Did you click the CA already?
12:00
Speaker 1
Yeah, I just smited. I saw I'm somewhat familiar because. Okay? Okay. Okay. okay okay. Okay, okay. okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Oh, yes, I do see IIP address. start bottleneck. I do start bar. Nope. Oh, router.
13:00
Speaker 2
Okay, um, router. So, there's an IP address and subnet mass. Okay. Um, you will see the router details, just click edit.
13:00
Speaker 1
details okay, click edit, okay, uh, okay, uh, did, click OK, apply, and uh, start IP address do I have to change in the DHCP server or no, or do I disable DHCP, [silence] I think I change a little, do I have to enable it or disable it, the DHCP, okay, and click apply, okay, oh, say IP address is.
14:00
Speaker 2
Mhm. Then you will just input there. The one nine two dot one six eight dot four dot one. here. You don't need to change that one, sir. Ah I just leave it as it is. Yes. Click apply.
14:00
Speaker 1
Not a valid subnet. It says. I see address not in valid subnet. Oh, I should say four, I think. I think I have to put four here. Let me see. Yeah. Now it is applying changes now. Hmm. Okay. It is applying changes. And I want to disable Wi-Fi. I don't want to be able on here. I don't want to Wi-Fi on this. I already have Wi-Fi on my home. Router not found. Or router not connected to your router. Okay. You're not connected to your router. Let me try. Again. What's that? Something is... Okay. Let me try. After applying the changes is not.
15:00
Speaker 2
What does this say? [silence] That invoice, sir. Very good. [silence] Very good. Yes. Yes.
15:00
Speaker 1
not connecting back to that web page again it is connected i did not in trying to say now it says router not found like router found now the that the internet is not connected should i connect to the internet right now okay correct yeah that via cable via ethernet cable yeah it is still connected no i did not unplug should i unplug
16:00
Speaker 2
and let me check sir if the wire connection is still connected. What does it says? On the wire connection sir what does it says? That it says internet connected or no internet connection? Uhnot yet. Thank you. But you connect your laptop directly to your modem I mean to this router right? and it's still connected. You didn't unplug it oh right. So
16:00
Speaker 1
So, I'm plugged... Plug it back. [silence] Let's say... [silence] Now, [silence] I'm not able to [book nor [silence] I don't reset. [silence] It's not connecting, maybe. Oh, so I could do 4.1. I think because it's trying to access 192.168.1.1. That's why. Yeah, I think that's the reason why that's not working. [silence]
17:00
Speaker 2
I know. All right, yeah, try to unplug it and then plug it back in. Yeah, try to access the fourth one again.
17:00
Speaker 1
Yeah, it's pop team episode, yes. I think i have, maybe access. [silence] So, can I connect to the internet now? Yes, I can see the website. Yeah, the 192.168.4.1.
18:00
Speaker 2
[silence] Okay. One moment here. Are you [looking] able to access [his] dashboard? Okay, I'll one moment for her, sir. Just a moment. Is it okay if I put this on hold for about three to five minutes? I just need to pull up some resources here. Would that be okay? Alright. Thank you so much. I'll stand by. I'll be right back. [silence]
18:00
Speaker 1
Let's see. Um, OK. True that. Let's see. OK. Chats, hang on. [ silence ]
24:00
Speaker 2
Hello, sir. Yes. Thank you so much for patiently waiting on the line, sir. Uh, yes, you may connect this one now today. um, internet. And you will uh, wire it directly also right to your uh, internet serves.
25:00
Speaker 1
not yet I think oh it came let me check my IP config thank you I think I was trying for a long time because I don't know yeah I think it's working now very nice yeah it is okay one more question I have if I connect to three computers to this newly setup router 4.1 uh uh are those two computers uh are those two computers uh talk to each other or are they isolated um Oh, they'll share the same IP. Are the.
26:00
Speaker 2
uh-huh um-huh uh-huh it's working uh-huh uh-huh uh-huh mm-hmm they will share the same IP address uh-huh yes uh-huh if you connect uh-huh it more directly uh-huh to
26:00
Speaker 1
Love, love, like the new router, I have like three ports in there four ports in there. So, if I connect will it have the same IP address or will they be different, right? 4.3, 4.4, 4.5 like that. I don't know. I think Then won't we raise the IP conflict?
27:00
Speaker 2
the other device or the other computer. Mm-hmm. Yes they will share the same IP address on which device it is connected. Like they will share the 4.1. Right. Whatever device that are connected to your router sir, they will share the same IP address of what your router IP address is.
27:00
Speaker 1
If the how can the two computers have the same IP? But I think I understood, but it yeah Um, so like my current IP says 192.168.4.161. So if I connect a new like there are four ports to the router if I use a different port and connect to it, will it have the same 164, 161 IP? That 161.
28:00
Speaker 2
What do you mean? I want to achieve the [silence] IP Windows firsts first, OK. Mhm. Yes, sir. They will share the same IP address, but they will have different MAC addresses. I know sir, they will [silence]
28:00
Speaker 1
They have different IP? Okay, that's what I was trying to ask. Like, I got confused a little bit on how come they'll have the same IP, but will they have the same uh will they uh see each other or will they not see each other? Oh, they see each other. I see. I thought they won't see each other because I thought they’re different. Like, how do I- isolate them? How do I isolate?
29:00
Speaker 2
Have different IP to me, and only the last digit. Yes. Yes, if they are in the last digit, they will see each other, sir since they are using the same backhaul or the same connection. Mhm. You just need to plug in a cable first and then plug it to the device, whatever device you want to plug it in.
29:00
Speaker 1
okay. oh, I see. okay. thank you. okay. thank you, man. yeah. okay. thank you. that's it. thank you. bye.
30:00
Speaker 2
[silence] and and and automatically connected. All right. And if still you need further um assistance or questions then you can contact us back. I can provide you a ticket number so that just in case you will contact us back just provide the ticket number. All right. Do you have a pen and paper handy so that I can provide the ticket number? All right. So the ticket number sir is l Nine CS 0 0 1, 3 6 0, 5 0. All right. Thank you so much sir. Is there anything else for the assistance we can do other than this? All right. Thank you so much for contacting Melus and have a good one. Bye for now.
30:00