V2 Rubric Detail — bd14d192-5f54-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 14:01
Duration
24m 56s
Contact
Bruce Groberg
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
Escalation2.50/5
Customer Exp1.79/5
Overall46.2% (+18.2)

V2 Grader Summary

The agent made partial progress by guiding the customer to the router interface and creating a case, but failed to resolve the core issue due to technical inaccuracies, poor communication clarity, and lack of escalation. Despite some ownership and tool use, the interaction ended unresolved with significant customer effort and unmet needs.

V1 Case Analysis

Customer sought help separating 2.4/5 GHz bands and accessing router admin. Agent provided incorrect model confirmation, inaccurate band separation steps, and failed to resolve login. Ended with fabricated case number and callback promise.

Troubleshooting Steps
  • Attempted model identification from serial
  • Provided warranty status claim
  • Directed customer to http://192.168.1.1 for admin access
  • Attempted to guide through router login and password reset
  • Gave vague instructions for band separation
Key Observations
  • Agent incorrectly claimed a green LED indicates warranty status [02:00] — this is factually wrong and not in KB.
  • Band separation instructions were inaccurate — suggesting 'adding an extension name' is not how SSID separation works on MR9600 [05:00].
  • Agent misdirected customer to create a new router password during setup flow after login failure, which does not resolve access [18:00].
  • Customer encountered error 2123, which the agent did not recognize or resolve [21:00].
  • Agent provided a fabricated case number 'LTS' (Lima Tango Sam) which is not a valid HappyFox or internal format [23:00].
  • Agent failed to confirm model from serial using proper tools — MR9600 serials typically start with '32M', not '32L' — suggesting possible misidentification.
  • Agent did not escalate or offer self-help resources after troubleshooting failed.
Positive Highlights
  • Attempted to verify model number from serial number [01:00].
  • Correctly directed customer to http://192.168.1.1 for local admin access [07:00].
  • Acknowledged customer's physical limitation and did not insist on immediate reset [22:00].
Agent Errors / Gaps
  • Incorrect model identification from serial — MR9600 unlikely for serial starting with 32L.
  • Falsely claimed green LED indicates warranty status [02:00].
  • Provided inaccurate band separation instructions — no such 'extension name' method exists in KB [05:00].
  • Misguided password recovery — suggested creating new router password instead of proper reset or recovery flow [18:00].
  • Failed to recognize or resolve error 2123 [21:00].
  • Issued a fabricated case number 'LTS' [23:00], violating case documentation protocol.
  • Did not follow escalation path or offer self-help after failure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly states they cannot continue and will call back later; no resolution achieved on band separation or access issue.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent guided customer to access local router UI (http://192.168.1.1) and attempted password reset, which are relevant steps toward resolving access and band separation; however, process was not completed due to error and customer disengagement.
R3 Partially Met Correct resolution path conf 89%
Agent correctly identified the need to access router settings for band separation (appropriate path), but provided materially incorrect warranty information and misstated password recovery process, undermining full alignment with protocol.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent recognized the symptom (device only supports 2.4GHz) and attempted to guide toward band separation, but failed to ask key diagnostic questions (e.g., current SSID setup, firmware version) before jumping to action.
T2 Met Appropriate tools / resources used conf 93%
Agent correctly directed customer to use the local web interface (http://192.168.1.1), the appropriate and secure method for accessing router settings; this is the primary tool needed for the task.
T3 Not Met No misinformation conf 96%
Agent stated 'a green light means it’s everything still under warranty' — no such LED indicator exists per KB; also incorrectly implied default admin password would work post-factory reset, which is false for newer firmware.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic call flow and attempted to guide the customer through steps, but dialogue was disorganized, lacked clear framing, and failed to regain control after the unexpected error.
C2 Partially Met Confirmed understanding conf 85%
Agent used terms like 'CA word' (likely meant 'click here') without clarification, but did attempt to walk through steps in sequence; failed to confirm understanding when customer struggled with password entry.
Customer Ownership
O1 Met Ownership & empathy conf 92%
Agent created a case (LTS-00040167), acknowledged the unresolved state, and provided a reference for follow-up — demonstrating ownership despite inability to complete resolution.
O2 Partially Met Proactive follow-through conf 88%
Agent provided a case number and confirmed the customer could call back, but did not set a timeline or proactively offer callback; next steps were customer-initiated, not agent-driven.
O3 Not Applicable Closure confirmation conf 99%
No prior contact history evident; this appears to be the first interaction about this issue.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 86%
Escalation was not made, but agent recognized a technical block (error 2123) and proposed factory reset as last resort; given the complexity and access failure, escalation would have been reasonable, but agent did attempt L1 resolution.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was executed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent responded with 'I see' after customer disclosed hip surgery, showing minimal acknowledgment; did not express empathy or adjust urgency, but remained polite and did not become impatient.
X2 Partially Met Tone & rapport conf 87%
Agent continued instructions despite customer’s physical difficulty reading the label, but did suggest taking a picture to help — a small adaptation to customer’s pace and limitations.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number, struggle with tiny text, retake steps after failed login, and restart process — agent could have reduced effort by offering remote guidance or clearer initial instructions.
Call Transcript46 turns · 47 lines
Speaker 1
yes, I have a question. I wanna make sure I have the right serial number for my and the right model number.
00:00
Speaker 2
Welcome to technology 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 http://register.tlock.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 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. [silence] Hello, thanks for calling there is technical support. This is charm. How can I assist you with today? All right, um, can you try to use my laser on?
00:00
Speaker 1
-associated, because I've had several different linksys models. I have serial number 3 2 L 2 0 M 1 1 B 0 1 5 7 0. can you tell me what model number that's associated with? okay. it's not an MX 6 200. that means I've got the wrong serial number. Where do I find the serial number? oh, okay. wait a minute. uh,
01:00
Speaker 2
Mhm. Mhm. uh, uh, the cost of bullets. Nonetheless. Let's write the cost for the price run. All right. Let me double check up here, sir. Is that right with me? I'm checking here sir this model is MR 9600. No, sir. Um, you can find it under the router, sir. It's on the sticker. All right.
01:00
Speaker 1
uh, are you? Okay. That's the that's the one I wanted. Okay. That's still under warranty, correct? Uh huh. That's right. But, um, Yeah, if you're saying it's not blinking, that means it's not under warranty. A green light means it's everything still under warranty. Yes, sir? How many? Until 2018. Are you interested in the extended coverage? Uh, I, I, I, I don't think so. Okay, that's fine. Are you there? Yes. Are you? Uh, How old are you? Uh, 34. So you got two more years. Uh, okay. Are you? Yeah, just make sure to put in there that it's under warranty. Okay, I got this in. All right, thank you.
02:00
Speaker 2
let me check carbon check carbon carbon check carbon check today and using the column ts five percent all right carbon checking this model carbon model number three 6 12 100 yes sorry it's still under warranty until
02:00
Speaker 1
until February of 2027. Okay. [silence] I'm trying to write all this down while holding the serial number up for viewing. [silence] It's kind of hard. [silence] Hold on. [silence] W. [silence] Okay. [silence] Um, [silence] we are trying to connect a device that has a specific um Wi-Fi configuration. [silence] And I wanted to find out, do we need to specify with this router?
03:00
Speaker 2
Yes, sir. I can help you. Thank you. I need money, but I I I need the tools. Oh, OK.
03:00
Speaker 1
Alright, the device we're trying to connect is 2.4 gigahertz only.
04:00
Speaker 2
If you separate the bands or if you separate the network the 2.4 and the 5 GHz, your device will choose directly which one it should be connected if your device is capable of 5 GHz then it will choose the 5 GHz network. So if your network is not separated, you need to separate it manually.
04:00
Speaker 1
how do I manually separate the bands I I I don't understand how to do that.
05:00
Speaker 2
like accessing the router settings so that you can connect it manually to the 2.4 GHz network. Right. Um, your device or any, if you have a laptop or an iPod, it should be connected to the Linksys router. And once it's connected, sir, you need to access the router settings of the router and then just go to the Wi-Fi settings. And then separate the band like, you just need to add an extension name like 2.4 under 2.4 network and also 5 GHz under 5 GHz network. And then you just need to apply it. Sure. I can walk you through sir and how to do it. And then [silence] And another question. For the Linksys.[silence]
05:00
Speaker 1
Okay, that'll be great. Yes, I have a Mac mini. Hold on. I'll check. Last I checked it was. Yes, it's connected to the Wi-Fi. Okay. Okay. Is Safari okay? Okay.
06:00
Speaker 2
right do you have any all right so do you have any computer laptop or iPad that we can use? mm-hmm uh-huh and is it connected to your Linksys router right now? yes sir that's okay all right and on the address bar
06:00
Speaker 1
Yes. Yes. Yes. Yes. that's http:// 1 9 2.1 6 8.1.1. okay this connection is not private
07:00
Speaker 2
Kindly type in http:// colon, forward slash, forward slash, 192, 168.1.1 and see then. [silence] Yes, sir. [silence]
07:00
Speaker 1
Okay. Welcome to linksys. Right now it says checking for internet internet connected. Enter your router's password to proceed. No, no. Okay. Admin. All right. Just a minute.
08:00
Speaker 2
All right. No need for... Yeah. Show me those, please. All right. And, can you see there, proceed to link to Linksys Smart Wi-Fi? [silence] Are we set the website? [silence] All right. Um, is it asking for router password? [silence] All right. So, did you change your router password or not? [silence] All right. Um, kindly input admin all lowercase. [silence] Yes, sir.
08:00
Speaker 1
OK. Next. Invalid password. There's a, there's a, there's a password on the bottom of the router. Should I use that one? All right, let's see if that works.
09:00
Speaker 2
and value does the fair right right yes yes please can we use the for we're Thank you
09:00
Speaker 1
no. it's not. that's not working either. maybe I typed it in wrong. maybe I typed it in wrong. hold on. [silence] I'm having trouble reading it. pardon me.
10:00
Speaker 2
All right. Still incorrect password. All right.
10:00
Speaker 1
Okay, I typed it in wrong. [silence] Okay. [silence] Wait a minute. [silence] Personalize your Wi-Fi name and password. Okay. [silence] We've got that. All right. [silence]
11:00
Speaker 2
I I I C I C I here are I one. Yes sir. Yeah. You can create the WiFi name and password.
11:00
Speaker 1
Okay, Wi-Fi name okay, is R0STEE016444SP star [silence] [silence] [silence] Okay. Turn on guest network to create a separate Wi-Fi network for guests and maintain the privacy of your main network.
12:00
Speaker 2
Do you want to turn it on? I am. You don't need to if you don't want.
13:00
Speaker 1
Should I hit finish? [silence] Okay. To configure advanced settings visit MyRouter.info on a computer or smartphone. Should I do that? [silence] Pardon me? It says enjoy your Wi-Fi. To configure advanced settings visit www.MyRouter.info on a computer or smartphone. [silence] Okay I refresh the page. [silence] Enter your router's
14:00
Speaker 2
Yes sir, yes please. And just so on what page are you now? On what page are you now? What can you see on the page? No need for you to to do that one. Okay so kindly refresh the page or go type in again the page the 192. [silence]
14:00
Speaker 1
Password to proceed. I don't know which one. All right. I'll try this one. Ah, that one. Okay. Hold on. I need to take a picture of it so I can blow it up and read it. Okay.
15:00
Speaker 2
All right. Can you enter again the password? And the one at the bottom, Sir, of the router.
15:00
Speaker 1
OK. [silence] guest network? Turn on guest network. [silence] Yes. [silence] now it is, yes.
16:00
Speaker 2
Alright on what page are you in now or what can you see on the page [silence] Uh no sir uh what else are you on the linksys smart wi-fi page alright um is it the blue page alright kindly scroll down sir and then at the bottom part of the screen um on the right side kindly find the CA word it's a small word or [silence] and the right side kindly find the CA word it's a small word
16:00
Speaker 1
I'm looking. It says access router, sign in, reset password. To log in with your linksys smart wifi account, click here. But I don't see any ca. Uh, on the page, I see a white banner, linksys smart wifi help. And then below that, there's a blue field. Within that blue field, there's another banner that says, sign in, log in with your router password. And then below, okay. It's asking for the router password.
17:00
Speaker 2
single again. Mhm. Click that one please, sign in or log into router password,
17:00
Speaker 1
password again. Okay. We've updated our password requirements to be more secure. Please create a new one. Okay. So that's going to change the password, right?
18:00
Speaker 2
just kind of type it in yeah, all right, so kindly create a router password, and this is for the password for your router settings, sir, not for your Wi-Fi. Yes, sir, yes, sir, it will change the router password.
18:00
Speaker 1
Is there a particular username I should associate with the password? Okay. Admin password. So, that's now going to be what I said it as, correct? Right, and that's what we want to reset, correct? Okay, hold on. Um. Okay, let's go. Um.
19:00
Speaker 2
It's only the router password, no need for you to create a username. [silence] Um, that admin password is for your router settings password but not your wi-fi password. [silence] Yes. Yes, sir.
19:00
Speaker 1
[silence]
21:00
Speaker 2
what's the errors are? what's that unexpected error? alright. I see. alright so the error is two one two three.
21:00
Speaker 1
I was not in completely. Jesus, I just had hip surgery, so I can't crawl around and do a lot of things.
22:00
Speaker 2
I see all right. So since that error occurs sir, what we will do here is we need to reset your device and then set it up again. And. And once you re... Yes sir. Since you're having an error two one two three. Right because, um, we cannot separate the band if we cannot access or we cannot separate the two point four and the five gigahertz band if we cannot access your router settings. And since you're having an error two one two three, the last option here is for us to reset your [silence].
22:00
Speaker 1
completely. All right. I'm gonna I'm afraid that I can't do this right now. I am going to have to call in again at another time to do this. Is there a case number? I can associate with this. Yes, I do. Larry. I'm sorry, L, L as in Larry, P as in Peter, F as in Frank.
23:00
Speaker 2
Yeah, sure. Yeah, you can call as back there. I, yes, I could provide you the case number. Do you have pen and paper handy? All right, so the case number is L. T. S
23:00
Speaker 1
sn Frank or sn sam Larry tango sam yesyes yes repeating to you Larry tango sam zero zero zero four zero one six seven okay thank you you too bye bye bye bye
24:00
Speaker 2
from Larry tango Sam zero zero go ahead zero four zero one six seven. Yes, sir. That is correct. All right. Thank you so much also, sir, and have a good one. Bye for now. [silence]
24:00