V2 Rubric Detail — c06b2288-667f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 16:57
Duration
21m 14s
Contact
Jamal Abdul Jr
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00133176
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Double NAT issue
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication2.50/5
Ownership3.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall48.4% (+20.4)

V2 Grader Summary

The agent correctly identified double NAT and offered valid resolution paths per KB, but failed to execute the fix, provided materially incorrect technical information about LAN IP assignment in bridge mode, and did not reduce customer effort or provide empathy. Ownership was demonstrated via ticket creation, but lack of follow-up plan and poor communication resulted in an ownership gap.

V1 Case Analysis

Customer reports double NAT after new Linksys router setup. Agent explained bridge-mode options but directed customer to incorrect IPs (10.197.1.1, HTTPS://10...) and misused customer device IP (10.197.1.244) as router admin address. No bridge-mode configuration completed. Ticket LTS00133176 created. Follow-up required to correctly enable bridge mode.

Troubleshooting Steps
  • Explained double NAT concept and bridge-mode options.
  • Attempted to access router admin page using incorrect IPs (10.197.1.1, HTTPS://10...) and misused customer device IP (10.197.1.244).
  • Guided customer to reset the router.
  • Did not complete bridge-mode configuration or verify outcome.
Key Observations
  • Agent provided multiple incorrect router IP addresses (10.197.1.1, HTTPS://10...) and URLs, which are invalid for Linksys routers per KB.
  • Misused customer device IP (10.197.1.244) as router admin address, demonstrating incorrect network topology understanding.
  • No device model, serial number, or warranty status collected (protocol miss).
  • Bridge-mode configuration was discussed but not executed or verified.
  • Call ended with only a ticket creation and no actionable self-help path.
Positive Highlights
  • Correctly identified double NAT as the root cause and explained the need for a single routing device.
  • Offered two valid resolution paths: bridge mode on ISP gateway or on Linksys router (per KB).
Agent Errors / Gaps
  • Provided incorrect router admin IP (10.197.1.1) and malformed URL (HTTPS://10...) — contradicts KB (should be 192.168.1.1 or myrouter.local/myrouter.info).
  • Misused customer device IP (10.197.1.244) as router admin address, demonstrating flawed network topology understanding.
  • Failed to guide the customer through actual bridge-mode configuration in the UI (contradicts KB steps in universal_double_nat.md).
  • Failed to collect essential device information (model/serial), violating protocol.
  • Gave confusing and contradictory access instructions (myrouter.info, then 10.197.1.1, then HTTPS://10...).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the customer remained in double NAT without bridge mode applied or ISP gateway configuration completed.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent discussed bridge mode options but skipped key diagnostics like confirming ISP, modem model, or current WAN IP before recommending action.
R3 Met Correct resolution path conf 96%
Agent correctly identified double NAT and offered two valid resolution paths (bridge ISP gateway or Linksys), aligned with KB guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent asked about gateway modem presence but did not systematically identify root cause through ISP, model, or WAN IP verification.
T2 Met Appropriate tools / resources used conf 89%
No advanced tools were required; agent appropriately guided use of web UI and mobile IP check, which fit the scenario.
T3 Not Met No misinformation conf 94%
Agent incorrectly stated that after bridge mode, Linksys would take the same LAN IP (192.168.1.1) as the modem — this is false and misleading.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic control but allowed long silences, repeated unclear instructions, and failed to set expectations or timeline.
C2 Partially Met Confirmed understanding conf 87%
Agent used technical terms without simplification and did not confirm understanding, causing confusion during IP address steps.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on the call, did not transfer, and created a ticket (LTS00133176), demonstrating ownership.
O2 Not Met Proactive follow-through conf 95%
No specific next steps or follow-up timeline were provided beyond 'call us back if you have concerns.'
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first documented interaction.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was needed; issue was within L1 scope and resolvable with proper configuration.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration, repeated attempts, or expressed empathy despite clear signs of difficulty.
X2 Not Met Tone & rapport conf 93%
Agent used a single technical tone throughout, failed to adjust for customer confusion, and did not pace instructions effectively.
X3 Not Met Overall experience conf 96%
Customer had to reset router, try multiple IPs, and repeat information due to unclear guidance, significantly increasing effort.
Call Transcript28 turns · 34 lines
Speaker 1
Rolling. Be available. Craig. Hi, I'm Colin because I set up my Linksys yesterday and now it is causing me to have a double NAT issue, and I'm trying to figure out how to fix that.
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 dot Linksys dot com. please have your device serial number ready. for assistance, press one now. for out of warranty product, 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. thank you for calling Linksys. this is may, how can I help you? What error message only occurs if you have an existing gateway modem, like a combination of a modem and router, or another router set up to your house. Do you have a gateway modem? Okay. So one of it must be set into bridge mode for you to don't have that kind of of error message because it's like you have two gate. So one should be disabled so that that error message will no longer appear. You can either, [silence] go ahead. Yeah. You have two options, either to set the Linksys into bridge or the modem into bridge, but you should have only one router that I mean, you should have only one uh device that will act as a router.
00:00
Speaker 1
OK. OK. So everything has to be swapped over. [silence] How do I? Yeah, that's kind of how I wanted it to be. yes. [silence]
02:00
Speaker 2
Because right now you have, uh, it's like you have two routers since your modem is not a plain one. You can either call your internet provider to have the modem into bridge mode so that it's only Linksys that we're going to be your router at home. Or you can set our Linksys into bridge. But setting our router into bridge mode, it will disable other features because it will, our Linksys will then act like a slave or will act as an extender to your modem. K. So you have to access your Linksys router to do the bridge mode. Do you have a computer? okay, just open their browser, make sure it's connected to Linksys's Wi-Fi, not the Gateway Wi-Fi, if it is then just open a browser okay
02:00
Speaker 1
You said make sure I'm connected to the link, says? [silence] Having issues trying to connect. Give me one second.
05:00
Speaker 2
Linksys Wi-Fi. [silence] You cannot connect to Linksys Wi-Fi. [silence]
05:00
Speaker 1
Equalize. I have the baby. Yes, I'm aware. Okay. I'm connected to it. Okay.
06:00
Speaker 2
Open a browser now. Any browser will do. And on your address bar, type the numbers "1 9 2 " oh, one second. Probably that already belongs to your modem. Can you delete that and type there instead, my, router, .
06:00
Speaker 1
I I will hold on. One second. If you're trying to are you trying to reach Lynxus now? If you're trying to administer Lynxus but I
07:00
Speaker 2
Dot info, I-N-F-O, so my router.info.
07:00
Speaker 1
Based on, Wi-Fi 7 router. Um, what am I supposed to be seeing? Uh, uh, links to support. That's about it. Yep. This is a Mac computer. Yes. Okay, I'm connected.
08:00
Speaker 2
Yeah, continue reading. What's the option there that you can click, that you can click on for us to proceed with? That's it only. Okay. Okay, is this a Windows computer? Do you have a iPhone right now? Okay. OK, Google. Can you connect as well your iPhone to link to this Wi-Fi? We're going to check the IP address using your phone. So go to the settings and Wi-Fi.
08:00
Speaker 1
Okay. 17 minutes. up. Yeah, I've clicked on that. Okay. Okay. Okay. 10 1 97 1. 2 4 4.
09:00
Speaker 2
[KEEP_UNCERTAIN] And tab the little eye icon right beside the link, it's why I mean eye icon The little eye icon right beside the link, it's name. Hmm. If you're under Wi-Fi settings of your phone, you'll see that each Wi-Fi names there listed has the little eye icon right beside it. Okay, and look for the IP address, Wi-Fi address. What's the numbers? Okay, open a browser on your laptop, go back to your Mac laptop and type that number in: 10.0.0.90
09:00
Speaker 1
We said that way. Hello? It wouldn't let me go to that. Okay.
10:00
Speaker 2
197 dot 1 dot 1 so 10 dot 197 dot 1 dot 1[silence] is it still loading? 10.197.1.1 if it's not working try HTTPS://https:// again it's HTTPS://10 dot
10:00
Speaker 1
It says this connection is it says this connection is not private. They won't let me quit continue. It says show details.
11:00
Speaker 2
So it's HTTPS. [silence] Good. Click continue. Click continue or advanced. There should be option there. [silence] Advanced or show details. [silence] Show details. And click the hyper link provided, which is 10.197.1.1. [silence] Proceed to that website. Okay. Once you click visit this website.
11:00
Speaker 1
Okay. this is access router. you said I I I said it. Okay. Okay. [silence] Oh, I think I do remember it. Hold on one second I just reset it just in case Okay
12:00
Speaker 2
Uh-huh. okay. just reset it for the meantime and I'll prepare my toolshare real quick. I'll be right back. give me three minutes max, okay? thank you. Thank you so much for staying on line. Jamal, can you still hear me?
13:00
Speaker 1
Yes. okay. Okay, there there wow, is there a doesn't say anything. Oh, the IB uh the Internet uh access uh address uh 192.168 [silence]
16:00
Speaker 2
okay I think you're already logged in can you see the links to Linksys Smart Wi-Fi tools now okay good and let's just make sure that uh the IP address of this router is I mean the gateway modem that you have is wanting to you can click there troubleshooting that's the option on the left side troubleshooting and go to diagnostic can you see that option okay and I need you to check there the internet IP V4 address what's the number there
16:00
Speaker 1
Yep. Okay. So if I wanted to take, um, is that the best option to do it? So it'll stop coming up or what about the static IP. So then I just press apply. So, we f- and then uh I can change.
17:00
Speaker 2
IP you won't have. Because a double knot is actually an issue which your device can detect two routers. Which the modem is a combination of router and yeah a modem and a router. That's why I gave you two options either you can have our linksys into bridge mode or the modem instead just set into half bridge mode or full bridge mode the modem. So what else you have? Yes. But before that check first what's the the provided link below. So once you change it into bridge mode there's for local IP message below. What's the link provided there, Jamal? Because that's how you can access the linksys moving forward.
18:00
Speaker 1
s the sentence from there. Linksys 170, 92.local. Good. What is what is being limited here? Okay. Okay. Okay. I understand. That's understandable. Okay.
19:00
Speaker 2
Yeah, you can change it back into DHCP mode, if you decided to, uh, tell me first. What's the link provided? H T T P S. so remember that link. That's how you can access your Linksys page. this time. Okay. not anymore the tendet197. The guest access feature will be gone. The parental control will be gone. because it's like our links is acting as an extender, only to your modem. That's why those features will be disabled. Okay, so you can click apply now. As you notice, your link.
19:00
Speaker 1
Okay. So, it'll be the same as the modem, but it'll actually extend the Wi-Fi now. So, I'll still have my own sign on and it'll work the same. Okay. Okay. Okay. Nope. That is it. Okay.
20:00
Speaker 2
currently has 10.197.1.1 IP address, and your modem has the 192.168.1.1 because two are acting as routers. But if you'll change it into bridge mode now, your link will have the IP address 192.168.1.1, the same with the modem. Mhm. Mhm. Yes. All right. Aside from that, do you have any other concerns? Okay. I created a ticket here, which the ticket number is LTS00133176. If you have any new concerns in the future, just call us back. If you have concerns, All right, Jamal. Thank you again for calling. Bye for now. Bye-bye.
20:00