V2 Rubric Detail — b3bd3ac6-74c6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 21:00
Duration
8m 3s
Contact
No Name
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135406
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Trouble accessing linksys app

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.14/5
Overall74.9% (+18.9)

V2 Grader Summary

The agent successfully resolved the customer's issue by directing them to use the local web interface (IP address) to manage the EA5450 router, which is the correct path per KB guidance for unsupported app models. While the resolution was accurate and complete, the agent demonstrated limited troubleshooting depth and lacked empathy, failing to acknowledge frustration or adapt to customer confusion. No critical failures or auto-zero triggers were present.

V1 Case Analysis

Customer unable to use Linksys app on EA5450. Advised to access router via web browser but did not specify correct URL (http://192.168.1.1 or http://myrouter.local). Incorrectly referenced register.linuxuss.com. No verification of web access performed.

Troubleshooting Steps
  • Identified router model (EA5450) from customer description.
  • Explained that the Linksys app is not supported for this model.
  • Advised using a local web browser to access the router’s admin interface (but did not specify the correct URL).
Key Observations
  • Agent opened with a non-Linksys domain (register.linuxuss.com), which is a serious security, branding, and protocol violation.
  • Agent did not provide the specific local access URL (http://192.168.1.1 or http://myrouter.local) despite it being critical for resolution per universal_app_transition_notice.md.
  • No verification was performed to confirm the customer could access the web interface after the recommendation.
  • Serial number was partially provided but not confirmed or recorded.
  • No empathy or acknowledgment of customer frustration was expressed.
Positive Highlights
  • Correctly identified that the Linksys app is not supported for the EA5450 model, consistent with universal_app_transition_notice.md.
Agent Errors / Gaps
  • Provided an incorrect and non-Linksys registration URL (register.linuxuss.com) at the start of the call, which is a serious protocol and security violation.
  • Failed to specify the correct local router IP address (http://192.168.1.1 or http://myrouter.local) when advising web browser access, directly contradicting universal_app_transition_notice.md.
  • Did not verify that the customer could successfully log in via the web browser after giving the recommendation.
  • Did not confirm or record the full serial number despite prompting for it.
  • Failed to acknowledge customer frustration or provide empathetic communication.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent directed customer to access router settings via browser IP address, which resolved the app not working issue for EA5450 model.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent collected model/serial but did not troubleshoot app-specific issues like cache clear, reinstall, or temporary network validation before concluding app deprecation.
R3 Met Correct resolution path conf 95%
Agent correctly identified EA5450 app incompatibility and recommended web UI path per universal_app_transition_notice, matching in-warranty software/config path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (app timeout) and asked basic questions but did not probe setup stage, temporary SSID connection, or prior config success to isolate root cause.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools needed; agent used correct KB-based guidance (browser access) appropriate for app-not-working scenario at right moment.
T3 Met No misinformation conf 95%
Agent's statement that app is not supported for EA5450 and settings accessible via IP address is factually accurate per universal_app_transition_notice.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent greeted and asked questions but did not clearly set expectations or guide step-by-step through solution; abrupt shift from info gathering to solution.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not confirm understanding or adapt to customer confusion about temporary vs permanent network names.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case from start to finish, provided resolution path, and did not transfer or deflect responsibility.
O2 Met Proactive follow-through conf 90%
Agent gave clear next step (access router via browser IP) with no follow-up needed; issue resolved in interaction.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted; issue resolved at L1 with appropriate troubleshooting and guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent did not acknowledge customer frustration or express empathy; response was purely factual and transactional.
X2 Partially Met Tone & rapport conf 80%
Agent maintained neutral tone but did not adapt to customer's repeated confusion or check comprehension during technical explanation.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, used info on file, and provided direct solution without redundant steps or holds.
Call Transcript14 turns · 15 lines
Speaker 1
All right, I just moved into an apartment and they use the Linksys system. I tried to set it up and download the app. But nothing happens. It's in the app store, but I try putting the information in. Attempting new.
00:00
Speaker 2
Welcome to Linksys 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.linuxuss.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, please have your device's 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. Hello, thank you for calling Linksys technical support. This is John, how can I assist you with today?
00:00
Speaker 1
Up on the app and I don't know if it timed out or logged out, but something happened. Um, and it's pretty much just bringing me I go to I go to uh, setup new router, mesh Wi-Fi system. non-mesh router, find my router. It says, connection not detected. You won't be able to set up until you can detect your connection to the temporary setup Wi-Fi. But I have, I, I, I already got further than that. I gave it a name already as well as a password, and I am connected to the Wi-Fi. Um, but it won't let me get past that. uh uh, uh. Access.
01:00
Speaker 2
All right. Thank you very much. Yes. Okay. May I know who is your internet service provider series? [silence]
01:00
Speaker 1
one more time. I don't understand what you're asking. It's not connected to a modem, it's connected directly into the wall. yeah, um, you want the, you said the model number? is E-E5450. [silence]
02:00
Speaker 2
Access Okay. And this router that you have, the Linksys router that you have, is it connected directly to the modem of the access? and your Linksys router where is it connected? Is it connected to the access modem or from your internet service provider modem? Directly into the wall, oh right. Can you provide the model number sir of the Linksys router? Yes.
02:00
Speaker 1
E253450, uh yeah, 61W10 M, 28F, 070886
03:00
Speaker 2
all right yeah that's running up here so it's what is that sir? EA 5450 Can you provide the serial number also sir?
03:00
Speaker 1
The router itself is working and it's providing Wi-Fi, but the app is stuck. The app is not working. [silence]
04:00
Speaker 2
8 8 6. Okay. Is your middle book Johnandy? All right.
04:00
Speaker 1
Yeah, the the Wi-Fi router is connected on my phone and it's working perfectly fine. But the Linksys app timed out and now it won't, uh, it's almost like the the the temporary the temporary password and uh, name switched. Because uh, it actually did and I switched it over to what it is now. And then it timed out and now it can't connect to the temporary because it already has its long-term name. [silence] the Linksys app doesn't work for this router. Okay, give me one second. And that's Linksys, the Linksys Smart Wi-Fi. [silence]
05:00
Speaker 2
Access the router settings. Yes. So, if you want to access the settings, you can access it on the browser using the IP address of the router.
06:00
Speaker 1
Yeah, minutes are set. That says it's working. Well, three bars, sorry. Okay. It says it's working. Okay, I got it. Yes. Thank you.
07:00
Speaker 2
but the router itself it's um, you mentioned that it's still working, right? The Wi-Fi is working good. Mm-hmm. Mm, I see. All right, as long as it's working for you, then it's good. However, um, you cannot access the app with this model that you have. It is not supported by the app.
07:00