V2 Rubric Detail — b2cc2d7c-718b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 18:20
Duration
22m 21s
Contact
Rose
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134983
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9000_Wants to check the ip of the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent exhibited Avoidance/Evasion (B) by refusing to perform basic troubleshooting due to out-of-warranty status and immediately pushing a paid-service option, a critical failure per rubric.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent partially engaged in troubleshooting by checking router lights and device IP, but provided materially incorrect technical information (invalid IP) and abandoned the case by citing out-of-warranty status and offering paid support. Despite some attempt at guidance, the agent failed to resolve the issue, demonstrate ownership, or reduce customer effort, resulting in an unresolved case with critical failure due to evasion.

V1 Case Analysis

Customer unable to access MR9000 admin page due to IP conflict with Verizon router; agent provided invalid IP address (192.168.1.0.2) and offered paid support; issue unresolved.

Troubleshooting Steps
  • Collected model number (MR-9000) and serial number (32AFORA10M25A0864).
  • Collected customer's name and phone number.
  • Asked about Linksys router LED color (reported as 'pinkish blue').
  • Instructed customer to check IP on Mac via System Preferences > Network.
  • Provided incorrect router IP address (192.168.1.0.2).
  • Asked if computer was connected to Linksys (unclear confirmation).
Key Observations
  • Agent provided an invalid IP address (192.168.1.0.2) at [18:00], which is not a valid IPv4 address and directly contradicts KB guidance (universal_web_browser_setup.md).
  • Agent failed to confirm the customer's Mac was connected to the Linksys router before giving IP-check instructions, risking confusion with Verizon gateway.
  • Agent did not explain double NAT or bridge mode, which are standard solutions for ISP/router IP conflicts per KB (universal_web_browser_setup.md).
  • Agent offered paid support without attempting any valid troubleshooting steps beyond one flawed instruction.
Positive Highlights
  • Collected customer's name, phone number, model number, and serial number completely.
  • Clearly communicated out-of-warranty status and available support options.
  • Attempted to gather information about router LED status, though interpretation was flawed.
Agent Errors / Gaps
  • Provided invalid router IP address (192.168.1.0.2) — not a valid IPv4 format and contradicts KB guidance.
  • Did not verify the customer's device was connected to the Linksys router before instructing IP check, violating protocol in universal_web_browser_setup.md.
  • Failed to explain or suggest bridge mode to resolve double NAT, as required by KB for upstream gateway conflicts (universal_web_browser_setup.md).
  • Gave no correct technical guidance; only one instruction was provided, and it was factually wrong.
  • Misinterpreted customer's description of LED color without clarification or reference to standard meanings (solid blue = ready, per KB).
  • Did not use 'myrouter.local' as a reliable alternative to IP access, per KB best practices (universal_web_browser_setup.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; customer could not access router admin page despite guidance, and agent ultimately deferred to paid support without resolution.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked customer to check device IP and default gateway, and confirmed physical connection and LED status — basic but relevant steps — though failed to complete troubleshooting path.
R3 Not Met Correct resolution path conf 97%
Agent cited out-of-warranty status and immediately offered paid support without providing best-effort troubleshooting, violating OOW standard which requires meaningful help regardless of warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (can't access admin page) and asked about connection method and router lights, but did not establish a logical diagnostic sequence or root cause.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any diagnostic tools (e.g., remote session, ping, browser cache clear) despite the issue being browser-access related and requiring verification of client-side network settings.
T3 Not Met No misinformation conf 96%
Agent stated '192.168.1.0.2' — an invalid IP address — and incorrectly implied it was the router IP, demonstrating materially incorrect technical information.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent attempted to guide the interaction but lost control due to long silences, fragmented dialogue, and failure to maintain a clear agenda or transition smoothly.
C2 Partially Met Confirmed understanding conf 90%
Agent used some technical terms without simplification but did attempt to adapt by asking for device details; however, failed to confirm understanding consistently.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent shifted responsibility to paid support instead of owning the issue, failing to take full responsibility for resolving a basic configuration problem.
O2 Not Met Proactive follow-through conf 95%
No clear next step or timeline was established; only a generic offer of paid support was given, with no follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent remained polite but used repetitive 'okay' responses without acknowledging customer frustration or confusion, showing minimal empathy.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a neutral tone and continued engagement despite communication challenges, though pacing and clarity could have been improved.
X3 Not Met Overall experience conf 94%
Customer repeated IP information multiple times; agent gave unclear instructions (e.g., invalid IP format) and failed to reduce effort through efficient troubleshooting.
Call Transcript34 turns · 39 lines
Speaker 1
[ silence ] export. You want sure? [ silence ]
00:00
Speaker 2
Welcome to Links 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 please have your device's serial number and contact information ready. If unavailable, kindly call back later For out of warranty products, paid support options may be available depending on the issue. [ silence ] Thank you for calling. This is Carrie. I'll help you.
00:00
Speaker 1
Hey, um, good afternoon, this is Rose from here. We need, um, Linksys's router IP address to log in, yeah. Yeah, okay, it's the same one. Okay, so we are facing an issue right now, we have both Verizon and Linksys router, but both the IP address is same, which is 192.168.1.1, so we are not able to get connected. Of course, I can give you the serial numbers, that and uh.
01:00
Speaker 2
OK. most routers the default IP address for linksys is 192 168 .1.1. that's the default IP address of the of the router. OK, um, OK. so can I know first what's the model number and serial number of your row, ma'am?
01:00
Speaker 1
OK, the model number is MA 9000. OK. It starts with 32 AFORA, 10, M for Mary, 25, A for Alpha, 08, 64. Oh. Oh. Yes, that's right. Yes. Internet is perfectly fine. Sure. My phone number is seven three two two zero seven six four three four. My first name is rose. lost initial is D or do you need the full name? Okay, last name is de Souza. Tells as D E S O U Z A. U Z then it's D for David. D. yes okay thank you
02:00
Speaker 2
by the way uh... the jane tanya's connection working fine right now okay alright and can you also your phone number ma'am to create a record okay and your first name and last name um yes ma'am your last name [silence] okay okay again B for Brian S for sugar [silence] okay okay D for David and then S for sugar O for orange S for sugar R for rabbit T for tea okay email oh Zhao. Correct? okay how about your email address okay okay thank you for this information ma'am so you mentioned that again that your Verizon has the same IP address so um, during the setup of your link linkage. linksys MR-9000 ma'am, the router will change its IP address to avoid conflict, okay? Mhm. So you can, um, like, um, check that, um, IP address to your device that is already connected, okay? All right. All right. All right. umm... okay. So let me just check this out ma'am. Can I place you on hold for just a minute or two? Let me just check something here. I'll be back. Thank you. [silence]
03:00
Speaker 1
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06:00
Speaker 2
We'll go ahead and divert you [silence] about the status of your Linksys router, it shows it here in our system that your router is already out of warranty and complimentary phone support is no longer available, okay, and we do have options for out of warranty Linksys device. But since your concern right now is you just want to know what's the IP address of your router, so I can just provide you assistance on how to check and in any case you need further assistance to check settings on your router, then that's the time that you need to call back. uh, select which option you would like to proceed for out of warranty options that we have, okay, so to check the IP address ma'am, we need to use a device that has internet connection that is connected to the router, like you can use computer or could be your phone.
07:00
Speaker 1
Okay, we are right now in the Verizon order. So it's connected to Verizon
08:00
Speaker 2
How about that computer, ma'am. Is it connected to the verizon or is it connected to the linksys? Uh, by the way, on the front panel um, in the front panel of your linksys, ma'am, what's the color of the light? Hmm. uh, no, ma'am, not the verizon, but the linksys, the MR9000. What's the color of the light? Okay.
08:00
Speaker 1
It's green. Okay, just let me take a look, okay. I'm so sorry for the confusion. Just a second. I'm going to put your call on hold, okay? [silence]
09:00
Speaker 2
green Man or is it blue okay okay man
09:00
Speaker 1
hello yeah we checked it safe we have two colors yellow and green and me see okay yes and he goes I'm
10:00
Speaker 2
You on air or in air previously yeah going up. on the record thank you [silence] [silence] on the air yeah I [silence] can't wait
11:00
Speaker 1
Hello. Yes, so we're seeing a kind of pinkish blue. Maybe it's blue, I guess, yeah. Yeah, it's such a kind of pinkish blue. It's wired. [silence]
12:00
Speaker 2
I'll start. Oh no, I'll start. I'll start in two minutes, because they told me to start at 4 30. What is this talk? Okay. Let's let them finish. Okay. Okay. It's blue. Okay. So ma'am, to check what is the IP address of your router, of your Links router, we need to make sure that your device is connected to the Links is either wired or wireless. Yes, can we use that device to check what's the IP address of your Links? Okay.
12:00
Speaker 1
[KEEP_UNCERTAIN] okay that's what we're trying to find out yeah that's we're trying to find out in that where they're running to connect I a let's wait using or not V AI yes yes ma'am it's connected yeah we do we do have access to that Uhm that computer or the laptop maybe yes yeah it's a laptop it's Mac.
13:00
Speaker 2
So on that computer, ma'am, is this a laptop or desktop? But it's operating systems at Windows, is it Mac? Okay. So on that computer, open - uh, click on the Apple icon
13:00
Speaker 1
We have been connected to remote desktop which is RDP.
14:00
Speaker 2
the apple menu, then go to system preferences. Â And this is wireless, ma'am, or wired? Â Â Uh, no, ma'am. We're not using the remote desktop, ma'am. To check what is the IP address of your router, we need to connect to the router locally. Like it should be connected to the Wi-Fi, not VPN.
14:00
Speaker 1
I just for few minutes hold, OK? Yes, yes.
15:00
Speaker 2
okay. I think she said something right there, but it wasn't in English. um you don't have a computer or maybe oh my God. Or maybe just a phone or a tablet that is connected to the um system rather. [silence] okay. Again, do you have a device ma'am that is currently connected to the system? It's either wired or wireless.
15:00
Speaker 1
Mag. System preferences. Okay.
16:00
Speaker 2
okay that computer is it Make or windles okay again it's wired directly to the Linux okay that is a desktop computer right okay on that desktop computer click on the apple icon And then go to system preferences or system settings and then after system preferences you go to network And then select your ire net when you select your ire net you can see the details
16:00
Speaker 1
Okay, what's up with details? Okay, so the IP address is 192.168.10.20. Okay, right. The router IP is the same, it's just that there's no zero to the end. It's 192.168.10.2.
17:00
Speaker 2
So, then, what is the IP address 1 0.2 0. Right. How about the default gateway or the router IP? Okay. If this computer is connected directly to the Linksys router The default the IP address
17:00
Speaker 1
Yeah
18:00
Speaker 2
right now the router IP address is 192.168.1.0.2 Telete portrayer, I go before work. I'm almost disquised as a I'm. When going away, you can rest well. It came out like a flowing desolation. Let's go.
18:00
Speaker 1
Hey, Zach brine, no no no. May I know the IP address? It's not I, Janisha. Hello, yes. So, this is the same IP address, right? 192.168.1.0.2. But it's still not working. I mean, we cannot just try to log in onto the router website. And we're going on yes. Yeah, it's connected through wire. Yes.
19:00
Speaker 2
OK, sir. Master. OK. OK, so is there any pheromone. OK. Is the one that we checked, ma'am that directly connected to your lenses, Madam? Oh, is that connected? So those the case, mom, DIP has it.
19:00
Speaker 1
It says this site can't be reached. No, no, no, no. Really? Are you joking?
20:00
Speaker 2
If you're going to access 192.168.1.102, whattles the message you got? Like page cannot be displayed or something like that. So your computer is not connected to any VPN, correct? Or it's not connected to any PCI. Okay, because if that's the, if your computer ma'am, it's connected to the links, this is the IP address. The 192.168. 1.02. That's the IP. address. But in any case, ma'am, you need further assistance to check or to access the router page. Since you're potentially, [silence] this is not just a router issue, we need to troubleshoot further as to why you're getting that message. Now, assuming that your computer is connected to the router, to that specific router ma'am, so what troubleshooting have you already done with the web browser that displays that a page cannot be displayed? When attempting to access that IP address. [silence] Your device right now, ma'am, is already out of warranty. Complementary or free technical support is no longer available. Okay? So, these are the options that we have, ma'am, for out of warranty Linksys device. Our first option is you can take full advantage of our AI tool that can be found on our website. That is support.linksys.com. Okay? Our second option, this is our paid direct service. It's a one-time, non-refundable technical support that will last up to 60 minutes of troubleshooting. This will cost you $15. Okay? And in any case, device found defective, there will be no refund or replacement. Okay? And there's no guarantee that we will be able to fix the issue. So, which options would you like to proceed, ma'am?
20:00
Speaker 1
Okay. Okay. Okay, okay. Okay, thank you so much for your help.
22:00
Speaker 2
You're welcome. So thank you for calling linksys. This is Carla, again you may check our website, that's support.linksys.com.
22:00