V2 Rubric Detail — b2d73c4c-641d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 16:10
Duration
34m 1s
Contact
No Name
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132785
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400_separate the 2.4ghz and 5ghz band
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: F — Non-Adherence to Callback Hours: Agent proceeded with a paid service transaction and troubleshooting despite customer stating they had just called 10 minutes ago, violating callback protocols. Additionally, T3 Not Met due to materially incorrect information (charging $15 to enable 2.4GHz band) constitutes a critical failure in technical accuracy.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution2.81/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent achieved a technical resolution by enabling separate 2.4GHz and 5GHz networks through a factory reset and reconfiguration. However, the interaction was marred by a critical technical inaccuracy—claiming a $15 fee was required to 'add' a standard 2.4GHz band—and poor customer experience, including lack of empathy and procedural rigidity. The agent also violated callback protocols by proceeding immediately after a recent contact.

V1 Case Analysis

Customer called to separate 2.4 GHz and 5 GHz SSIDs on EA5400 router. Agent incorrectly advised default admin password 'admin', guided a 20-second hard reset (non-standard), collected payment details insecurely, and failed to verify admin login or configuration. Customer reported seeing 'Baxter 2.4' and 'Baxter 5' networks but resolution was unconfirmed.

Troubleshooting Steps
  • Attempted login to router admin page at 192.168.1.1 using incorrect default password 'admin'.
  • Guided customer through a 20-second hard reset (non-standard duration).
  • Directed customer to reconnect to default Wi-Fi network 'linked system 001'.
  • Instructed customer to create new SSIDs 'Baxter 2.4' and 'Baxter 5'.
Key Observations
  • Agent never confirmed product serial number or warranty status before offering paid support.
  • Incorrect default admin password 'admin' was provided; EA5400 uses the Wi-Fi password printed on the label (per KB: 'Default admin password = default WiFi password (printed on the bottom label)').
  • Agent instructed a 20-second hard reset (KB specifies 10 seconds for EA Series: 'Press and hold the reset button for 10 seconds').
  • Payment card details were collected verbally and in full, violating PCI compliance.
  • Agent failed to verify that the admin interface was accessed or that configuration changes were successful.
  • Customer ended call abruptly after agent failed to confirm resolution, indicating unresolved frustration.
  • Agent misheard customer email as 'site.tyb.r.chart' instead of 'sidney.baxter@chart'.
  • Agent incorrectly advised typing 192.168.1.1 into Google search instead of browser address bar [14:00].
Positive Highlights
  • Agent correctly identified the need to separate 2.4 GHz and 5 GHz SSIDs based on customer request.
  • Agent guided the customer through a reset and reconnection process, showing intent to resolve.
Agent Errors / Gaps
  • Provided incorrect default admin password 'admin' (KB: EA5400 uses Wi-Fi password on label; accuracy error).
  • Directed 20-second hard reset instead of standard 10-second reset (KB: 'Press and hold the reset button for 10 seconds'; accuracy and protocol error).
  • Collected full payment card number verbally, violating PCI compliance (protocol and compliance failure).
  • Offered paid support without first confirming warranty status or eligibility (protocol error).
  • Failed to verify successful login to admin interface or configuration of SSIDs (resolution error).
  • Gave incorrect guidance to search 192.168.1.1 in Google instead of browser address bar [14:00] (accuracy and communication error).
  • Did not confirm customer identity — misheard email and failed to correct name spelling (protocol error).
  • Allowed call to end without confirming resolution or setting follow-up (resolution and communication error).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Agent confirms 'we now have two networks -- two point four and five gigahertz. ... everything is good now' and customer does not report further issues, indicating resolution.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent guided customer to access router UI and performed hard reset, but prematurely offered a $15 paid service before diagnosing that 2.4GHz was simply disabled, not missing.
R3 Not Met Correct resolution path conf 98%
Agent incorrectly claimed a $15 fee was needed to 'add' the 2.4GHz band, which is a built-in feature; this reflects an inappropriate resolution path and misunderstanding of product capabilities.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identified the symptom (only 5GHz visible) and asked about device type, but failed to verify model compatibility or check if 2.4GHz was merely disabled in settings.
T2 Met Appropriate tools / resources used conf 90%
Agent correctly directed customer to 192.168.1.1, advised using default 'admin' password, and initiated a hard reset—appropriate tools for the issue.
T3 Not Met No misinformation conf 97%
Agent stated the customer must pay $15 to 'add' the 2.4GHz band, which is factually incorrect—this band is standard and cannot be added via paid service.
Communication
C1 Partially Met Clear & professional language conf 79%
Agent maintained basic control but had long silences, repeated prompts, and failed to frame the process clearly, indicating weak call management.
C2 Partially Met Confirmed understanding conf 81%
Agent used simple language but did not adapt to customer confusion, repeatedly asking for information already provided and missing cues of frustration.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent owned the case from start to finish, did not transfer, and completed the configuration successfully.
O2 Not Applicable Proactive follow-through conf 96%
Issue resolved during call; no follow-up or timeline commitments were made.
O3 Met Closure confirmation conf 91%
Agent referenced prior call ('you called 10 minutes ago') and did not re-ask for previously provided details like phone number.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy, dismissed customer effort, and focused on selling a paid service instead of acknowledging frustration.
X2 Not Met Tone & rapport conf 89%
Agent did not adjust pace or tone despite customer confusion and repeated 'hold on' interruptions; communication remained rigid.
X3 Not Met Overall experience conf 92%
Customer repeated information, experienced multiple silences, and was led through unnecessary steps due to agent's procedural rigidity.
Call Transcript59 turns · 63 lines
Speaker 1
okay so I call a few minutes ago it's still not working uh they're what to pay so what it is is I've got my router is a model number is an Edward 5400 the dual band but it's only doing it's only putting out 5 gigahertz I need a also need a spot for 2.4 like she said we can call back if it doesn't work and for $15 they can add um another thing where we can log into it for our camera system for security that make sense [silence] yes it's if you're wanting to do the 2.4 see five gig this little thing is it will put off you can have wireless. Let me look at that for you. I'm just seeing what our router that you got it's a Extreme dualband N90 renderer. Okay got the five gig, yes we have to add the second [silence] band to it for you. Okay, let me add that in. Haha I think it is a 2022 bill that you will incur for $15 taxes included. Okay now I'm ordering that band for you. [silence] alright. [silence] alright. Just about [silence] uhm I got that order for you. {silence] all right is there anything else that I can take care of for you [silence] at this point [silence] right. I see that. Are you [silence] you know like that's about it then. [silence] Is there anything else that I can take care of for you [silence] [silence] [silence] [silence]
00:00
Speaker 2
Welcome to Linksys support. 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. This is C. I'm going to help you today. Hello. Yes, yes, sir. So what do you want to do.
00:00
Speaker 1
Yes, so I can in order for me to the they said you all would name it everything else for me, so when I look for my Wi-Fi I would be able to find it, then add the password to it. Or come up with a password, I don't care or we can use the factory password on the links itself. 859-333-0424. I've accessed the router and everything else you need stuff off of it.
01:00
Speaker 2
Did you say have your 2.4 separate from 5G? Yes got it. Yeah, you mentioned Sherry that you have call this before. I have your phone number, so I can pull up your record here, please.
01:00
Speaker 1
so he's Sidney S I R or S
02:00
Speaker 2
Okay, I was able to pull up the record sir under you did not provide your information sir. What is your first and last name? Hmm? Okay, so the email I have here, sir, is uh, site. TYB R C h A R T. Ah, okay. Uh, um,
02:00
Speaker 1
No, I just called 10 minutes ago. No, I'll just pay the $15 feet. It
03:00
Speaker 2
okay. So yes, you just called, um, yesterday. So sir, uh, yeah, I believe you're already aware that we only. Okay, I'm waiting to. Sorry, sir. So yeah, I believe you're already aware sir that we do have a paid service. We're out of ecology device. Uh, would you like to go ahead with that? I would you like to, uh, me to send you the guide and how you can separate or access the user interface. Okay, just to confirm, sir, your internet performance.
03:00
Speaker 1
limestone cable? Yes. Do you need anything off the back of the modem? Do you need anything off? Okay. Yes. Yeah.
04:00
Speaker 2
Okay, I'm sorry, I believe you have your information, yes, that one ends with, that's your number ends with 0001. Okay. Just hold on for a minute, okay, I just need to prepare on my tools.
04:00
Speaker 1
that's fine. yes I'm in Kentucky.
05:00
Speaker 2
Okay so uh sir just to uh give you a heads up sir that this $15 is non-refundable and also not applicable for replacement in case the router is defective okay? Okay thank you so that will be $15 you're calling from yes United States right?
05:00
Speaker 1
All right. The card is uh... S-I-D-N-E-Y Baxter, B-A-X-T-E-R, [REDACTED_PAYMENT_DIGITS][silence]
06:00
Speaker 2
Okay, So for this, um, transaction, sir, I might need to ask for your, uh, name. And exact name on the card and your last name. Mm-hmm. Okay. And how about the Car Now, sir, let me just put you first on our security. Okay, how about your card details, sir, card number?
06:00
Speaker 1
Yes. O 928. nonstix no nonstix no nonstix Okay. I can use my phone, can't? No. Give her our party? Yeah, nevermind. How long is the one in his party? so make sure we can do this correctly, we're going to take the Wi-Fi router we have now, we're going to add a new name to it, and make sure we can do this correctly, we're going to take the Wi-Fi router we have now, we're going to add a new name to it, and then we're going to add a password. So as soon as we add a name to it and a password,
07:00
Speaker 2
[silence] Okay, so for this troubleshooting, I know if you have a computer's server or maybe a laptop or an iPad that we can use. [silence] Any other device that we can use aside from your phone?
08:00
Speaker 1
and that's gonna be only producing two point four gigahertz, correct? So how will I know which one to log into? Or will it just be the same? Okay. Well, right now I'm on a Apple iPad. I'm on Google.
09:00
Speaker 2
What will happen sir is that we will separate the 2.4 network from the 5 GHz, so that it will only, you will have two networks, one will be a separate two point four and one will be a separate five GHz. It will be the same sir, saying you can log in to either two names and yeah you just need to go to that same number. Okay, so your phone is Android or Apple? iPad, okay, that's good, that's good, sure. So, okay, let me just set the phone. Okay, so can you first,
09:00
Speaker 1
Hold on one second. I'm in settings Baxter Yeah, it says Baxter, b-a-x-t-e-r- is our wifi name. Yeah for information. Okay. Router number, 192
10:00
Speaker 2
Let me know if you're on the settings here. Okay, just before the Wi-Fi name, sir, that you're connected right now. Kindly look look for the blue circle. Yes. Beside that name, sir, you have a blue circle. Yes. Okay, top on the information, sir, and look for the router numbers. Mhm.
10:00
Speaker 1
Hold on, so you can go to Google. Okay. I'm ready. Slow down. Say that again. Yes. Okay. Uhuh.
11:00
Speaker 2
Okay. That's good. So open the browser, type this number on the address bar. Okay, address bar of the browser, type 192.168.1.1 and press enter. Yes, sir. Browser, type the number on the address bar. You need the number again, sir. Okay, that will be 192.168.1.1.
11:00
Speaker 1
All right, it says log administration router network. To access the administration page, type 192 into your browser, access bar, and click on the link below. So it says log in or add, add admin.
12:00
Speaker 2
Okay, what is- yes, what does it ask? Is it asking for a authentication- password? Okay. It's asking for a password, right? Can you try admin, all lowercase? A-D-M-I-N, all lowercase. [silence]
12:00
Speaker 1
it's not asking me for anything, right? Okay, so I have two choices. I have 192.168.1.1 login admin under routing networks and then I just have another one that says the same thing. Okay, so let me go this one here. So hit login. And it gives me a thing on how to set it all up and everything else, but doesn't tell me how to or where to login anything.
13:00
Speaker 2
Can you read to me sir the exact words you have on your screen? hmm okay [silence]
13:00
Speaker 1
I type in and Google search 192.68.1.1 Chrome or something like that. Hold on. That's the library. Hold on, One second.
14:00
Speaker 2
Okay, uh, did you re-type or did you type the numbers on the URL on the top, sir? Because it will it should route you to a login page. Hmm? Oh, oh. Not on Google search, sir. If you can see on the top, there's another address bar. There's another search tab, sir. Yes. Yes. Address bar of your Google Chrome. Type it on the tab or on the search tab where where you need okay. sounding great the birds going as well um breaking down or i've got
14:00
Speaker 1
Okay. Now it says check for internet. Okay. Now saying, once you registered, we can share your information security. Please recall. So email address. What email address did I put there? Or to skip it. All right. Hold on. Checking for firmware. Please wait. Congratulations. You now connect to the internet, hit done or upgrade. Hello. It says congratulations. You're now connected to the internet. Firmware updated. Current firmware version, latest firmware version. Do I need to upgrade it before I continue? Or just hit done. [silence]
16:00
Speaker 2
Just skip one that sure it Hello? Hello, sir. Yeah, no need. Yes, just restart dot transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: silence I'll just skip on that, sure. Uh... No need. Yes, just restart dot
16:00
Speaker 1
Okay, please wait, it's spinning. Okay, so now it's asking for authentication password. And the link's E50. Okay, what's the password? A D M I N T. A D M I N, right? It's saying invalid. Invalid password, please try again.
17:00
Speaker 2
That's it, sir. That's it. Yes, can you, yes, can you try admin lowercase? Uh, A-D-M-I-N, sir. I lowercase. Yes, just admin, all lowercase. Invalid. Okay, can you try the. Mm-mm, okay. Uh, okay.
17:00
Speaker 1
What is it now? Oh, yeah, okay. Give me one sec, it's a long one. Can't what allows client to enumerate supported protocols. Invalid password. Um, hold on a sec, let me try something real quick. [silence]
18:00
Speaker 2
Can you try the default password underneath? Your, underneath the device. Can you try it? Yeah. Okay, so by default, sure, this password is just admin in all lowercase. May I know if you, who set this one up for a first time?
18:00
Speaker 1
I've no- uh David, who set this up? You did or Joe? this? yeah oh we we we hooked that up a long time ago. we hooked up a long time ago, so we don't know. we just follow the password that's underneath it. Yes. yes. Are a few devices. do we now?
19:00
Speaker 2
... if that's the case here, then we might need to do, a hard reset on the device, on the router. What's the Wi-Fi name you have right now? It's Baxter, right? Just Baxter? Okay. Are there a few devices or a lot of devices connected right now? Can't remember any password, you created before.
19:00
Speaker 1
Say it again. I've already tried both of them. What was that one? Like grandma, 3630, what was that for? That was for my Amazon home phone. Now we can try a hard reset. Okay. Yes. All right, hold on. Yeah. Yeah, yeah. Yeah. Yeah. Yeah.
20:00
Speaker 2
This is the part where you wanted to try before we do the hard reset. Okay. We will go ahead with the hard reset sir. So at the back, you have there a red button. Kindly press and hold it for 20 seconds.
20:00
Speaker 1
I spent 20 seconds. release it. Hello. Yes. I I I held it for 20 seconds now. Well. There is no light on my router. It's yeah, it's green. It's flash grinning or green flashing. Hold on.
21:00
Speaker 2
[silence]
21:00
Speaker 1
Yes, link 0-7-0-0-1. Okay. Go ahead. Yes, I need the password. You want me to, what password you put in? Okay. Give me one second.
22:00
Speaker 2
okay, can you look for alinked? What's name? uh let me confirm the name. It's linked system 001. Can you check if you can see that same name? Okay. You'll be able to network. Does it say? Okay. 001. Okay, let's connect to that Wi-Fi network, please. Okay. Password. Uh is it ask for password or not? Are you connected sure? That same password underneath the device for your Wi-Fi.
22:00
Speaker 1
Yeah, an SAW. It's spinning. Okay, it's connected. Give me one second. How far yeah not. All right, the number.
23:00
Speaker 2
Okay. that's good. so, let's go back to the previous, sorry, let's go back to your browser, re-type the same number, please. 192.1681 .1. if you have the old one open, closed it first and then re-type the number.
23:00
Speaker 1
Warm one was a number again? Hold on one second. You have number one time one. I thought it was 1 9 2. 1. Okay, hold on.
24:00
Speaker 2
192.168.1.1. Yes. 192.168.1.1. 192.168.
24:00
Speaker 1
I'm just thinking. Am I have to? Do I need to log back into my Wi-Fi? So I typed in the 192.168.1.1 and it's just spinning. I don't have Wi-Fi on my phone or my Safari could not open because the server stopped responding. So I need to go back into my router. Okay.
25:00
Speaker 2
I'm sorry. You are not routed to the 192 page, sir, the link authentication required. Okay. Sir, can you go back to the? [silence] No need, sir, because that back door Wi-Fi network is already not showing up. [silence] It's back to default already. That's okay, we can [silence] yes sir, but that's okay sir.
25:00
Speaker 1
Okay, well it's it's I'm trying to go through there, but it's just sitting there just spinning. So give me a second. [silence] Okay, so hold on. It's [silence] it's working now. Give me a second. Now it says Captive Wi-Fi. [silence]
26:00
Speaker 2
This page that we're trying to access is accessible even without internet connection. [silence] Okay. [silence] Try to check sure. Is this uh this is uh the same um number? [silence] Kindly go to the settings again. [silence] Tap the I, the information button. Okay. Mm-hmm.
26:00
Speaker 1
Okay. So, now I have the two-point gigahertz network name. What do I put that on? Just put Baxter there? [silence] Correct. [silence] Okay. [silence] Baxter 2.4. Now, I need to give us a password. Can I just use the same password for both? [silence] Okay. [silence] Okay. [silence] Hold on one second. Okay. [silence] Is that correct? [silence]
27:00
Speaker 2
So for the 2.4 network. Yeah, I'm sorry. Sure. Just add 2.4 at the end. So Baxter 2.4, do it like that. Yes. Yes, for the two networks, sir, it should be the same password. It's just a name that we just separate.
27:00
Speaker 1
output the time?
28:00
Speaker 2
Yes Baxter 5g sir [ silence ] You can type in Yes sir just add 5g yes uh same name but with 5g at the end. So Baxter 2.4 and Baxter 5 gigahertz Yes.
28:00
Speaker 1
Router password which should be on the bottom, correct? Well, no. It's asking it's asking for the router password that's on the bottom of the router. It says create administrator. Okay, go ahead. Okay, so just put in the [silence] Okay, next. All right, it says just [silence] [silence]
29:00
Speaker 2
No, sir. This will be your created password. If you can remember earlier, sir, we had issues logging in because of this authentication required. Yes. No, sir. You have to create your own password for this. Make it simple and easy to remember. Yes. Yes. Make sure to remember that password you created sure 'cause the next time that will be your log in pass word. Okay, so is it Alani answered you, are we inside the interface. Hmm.
29:00
Speaker 1
Okay, there it is. There it is. I I I found it. Yes. Yes. No, thank you. All right, bye bye. All right, so now, all this stuff. I'm gonna send you that. I'm gonna send you that thing. So now we got Baxter 2.4 and Baxter 5. So anything she needs to log into her personal stuff, make sure she's under Baxter 5 or just still grant Keller1 exclimation mark. This has not changed. So now. The highest has, just like when she gets on her computer. She might have to access the, change the passcode on it. Yes. You're just going to give you two Baxters. She needs to make sure she's on the five, not the 2.4. I only going to 2
31:00
Speaker 2
Sure. Try to check on available network, sir. Okay, that's good. So we now have two networks -- two point four and five gigahertz. Okay. Well, that's good to know, sir. So it seems that everything is good now. Any other things you want to check? You're welcome, sir. Have a good day and please stay safe and feel free to call us back. Bye bye, sir. [silence]
31:00
Speaker 1
[REDACTED_PAYMENT_DIGITS], it should be this thing here. [REDACTED_PAYMENT_DIGITS], man. Okay. I don't know how to remember that number she gave you all though. That [REDACTED_PAYMENT_DIGITS] Yeah, I was on the struggled with her. Change your Wi-Fi. Discover device. Please work. You know, not this phone. Not your phone. Oh, yours. Yeah. Baxter [REDACTED_PAYMENT_DIGITS] G-R-O-N-T-C-L-L-E-R, one explanation, join. Come on baby. Hey there, incompetence. Peace work. Okay. I got it. You're going to have to just pay. My HSA. You get down and you get your band, just run down your stuff. That's good, that's what I'm looking for. Connecting to Blink servers. See, those should mostly be solid. I am Ross. I am Ross. You're Ross. Yes, say password. Done. Got it. Let's go put the cameras on. So anything that she has computer-wise or anything else, just make sure she types in the vault for five. Hey, That's my girl.
32:00