V2 Rubric Detail — c178727e-6b80-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 01:46
Duration
14m 15s
Contact
Nicolas Fleshman
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134007
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400_ Wants to log into router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 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
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall57.1% (+31.1)

V2 Grader Summary

The agent correctly applied out-of-warranty policy by offering paid support and a self-help article, demonstrating technical accuracy and ownership. However, no meaningful troubleshooting was conducted to diagnose why the customer couldn't access 192.168.1.1, and the core issue remained unresolved. The lack of diagnostic engagement results in an Unresolved outcome despite appropriate procedural handling.

V1 Case Analysis

Customer unable to access router settings via public IP (131.191.77.203). Agent failed to correct IP usage, skipped all troubleshooting, and offered paid support without providing valid technical guidance. Call ended with promise to email KB article.

Troubleshooting Steps
  • Asked for serial and model number
  • Confirmed Ethernet connection and ISP
Key Observations
  • Agent failed to correct the customer's use of a public IP address (131.191.77.203) — the correct local IP (192.168.1.1 or myrouter.local) was never provided per KB.
  • Agent skipped all basic troubleshooting steps (reboot, LAN verification, local access check) as required by KB.
  • Agent inaccurately stated warranty had expired without performing a warranty lookup or citing evidence.
  • No technical advice provided was factually correct per KB.
  • Call ended without confirming any next steps or ensuring customer understood how to proceed.
Positive Highlights
  • Agent collected customer contact information and serial/model number upon request.
Agent Errors / Gaps
  • Failed to identify and correct the use of a public IP address instead of the local router IP (192.168.1.1 or myrouter.local) as required by KB.
  • Did not provide the correct local router access URL per KB.
  • Skipped fundamental troubleshooting steps (power-cycle, LAN verification, local access check) as outlined in KB.
  • Prematurely offered paid support before any basic triage or technical assessment per KB.
  • Stated warranty had expired without performing or referencing a warranty lookup, contradicting KB guidance on warranty verification.
  • Provided no actionable technical guidance despite the issue being within self-service scope per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent offered to send an article but did not confirm access to router settings or resolve the core issue of being unable to reach 192.168.1.1.
R2 Not Met Diagnostic thoroughness conf 94%
No troubleshooting steps were performed (e.g., verifying connection to the local network, checking IP configuration, testing connectivity to gateway); agent immediately pivoted to warranty and payment.
R3 Met Correct resolution path conf 98%
Agent correctly identified device was out-of-warranty and offered both paid support and a self-help article, aligning with policy for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent asked for model, serial, and IP address, indicating some diagnostic intent, but failed to verify correct gateway IP or test connectivity, leaving root cause unexplored.
T2 Not Met Appropriate tools / resources used conf 92%
No tools (e.g., remote session, ping test, router admin access) were used despite a clear need to validate network path and router responsiveness.
T3 Met No misinformation conf 97%
Information provided about warranty expiration, paid support cost ($15), and follow-up article was factually accurate and consistent with KB.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent introduced herself and gathered info but did not set a clear agenda or manage expectations about the call flow, especially after introducing paid support.
C2 Met Confirmed understanding conf 93%
Agent used simple language, repeated key details, and adapted to customer’s pace without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and committed to sending a follow-up article, demonstrating ownership.
O2 Met Proactive follow-through conf 96%
Agent clearly stated the article would arrive within 5–10 minutes, setting a specific timeline for follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was within agent scope but limited by OOW policy.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not acknowledge customer frustration about access issues or financial constraints preventing paid support.
X2 Met Tone & rapport conf 91%
Agent maintained a calm, responsive tone and adjusted to customer’s verbal cues and pauses.
X3 Partially Met Overall experience conf 87%
Customer had to provide serial/model details that could have been avoided if agent had guided them to locate it during setup; no actions taken to reduce effort like remote diagnostics.
Call Transcript14 turns · 16 lines
Speaker 1
what was your name? What is your name? I'm not sure. I was told to pronounce.
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.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support is available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thank you.
00:00
Speaker 1
Yes, ma’am. So I am trying to put forward, um, which which requires me to type in my uh, my gateway uh address into address bar and it is supposed to pull up the router settings. For whatever reason, it's not allowing me to do it. Um, my browsers are telling me that they can't connect to it. Um, I'm trying to figure out whi that whether this is a problem from like my my end or perhaps uh, from your end. And now
06:00
Speaker 2
Hi, thank you for calling sis. My name is Raquel and HUMASS assist you today. I see. Just to make sure you got it correctly the concern, you are trying to log in into your Realtor set [silence]
06:00
Speaker 1
Yes, ma'am. . Uh, yes, ma'am. So I Ive I've tried both my IPV, my IPV four and my gateway address. Uh the the V uh it's, you have the numbers. Okay, it's 131.191.77.203. [silence] Yes, ma'am. [silence]
07:00
Speaker 2
[silence]
07:00
Speaker 1
Oh, serial number? It's 30 November 1 0, Michael 2 Bravo, Alpha 1, 8399. Oh, serial, the model number. Where do I find that? Yeah, I'm not getting that. I've seen the Wi-Fi name, the password, the serial number and the MAC address. [silence] Well, it's a printer. Oh, hold on.
08:00
Speaker 2
That can be found at the bottom. Okay, please. Mm hmm. Mm hmm. Mm hmm. Mm hmm. Mm hmm. Mm hmm. Mm hmm. All right, thank you. And how about the model number? That's also on the sticker at the bottom on top of the serial number and MAC address. Normally, it's on a smaller text.
08:00
Speaker 1
Oh right here. Yeah, I think, I think I see it. It's ECHO 5400. Uh, Nicholas. N I C O and Flesman. It's just like your flesh and man. Yes, ma'am. Uh, 253, 304 2094. It's my first name. Dot my last name at outlook.com.
09:00
Speaker 2
texts starts with letters then followed by by numbers okay Mm-hmm. all right, thank you. and this is your first time calling Linksys. let me create our record here. I may have your first name and last name. alright, thank you. and may have also your phone number, in case you get disconnected, I'll be able to call you back. Mm-hmm. Mm-hmm. all right, thank you. and may have also your email address.
09:00
Speaker 1
Yes, ma'am. And it's it's hooked up through ethernet, not the Wi-Fi. Yes, ma. Uh, I believe it's light curve. That was formerly known as Rainier Connect. So you might do both of those names pop up. Oh, it's been like maybe about a year or two. I I haven't had any problems with it, but uh, like I said, like for I need to uh, port forward today and I just found it very odd that it wasn't letting me into my settings. But but it's been working flawlessly.
11:00
Speaker 2
Linksys router. Ethernet going to the Linksys router, is that correct? Alright, good. And who's your internet service provider? Alright, thank you. Okay. Alright. how long you've been using your Linksys router? Okay, good. Okay, thanks for that information. So for accessing your router settings, since you have already the what's called the computer I'm sure it's connected. Why it'll to it's router, can appears it also a correct URLs and IP address it should be it should be China. And by the way, for that one, Nicholas, just to set your expectation going back to the Warranty status of R-Linksys router upon double checking it here. It's already ended or it it has expired. Meaning of the warranty is it used to have one-year hardware warranty and free technical support if you wish us to walk you through how to access your router settings and check the port forwarding settings as well. We do have this paid support for out of warranty devices that's amounting to $15. That's 15. It's a one-hour technical session and if we're unable to determine your, I mean if we're unable to fix your issue and determine your device is defective, no replacement or refund will be given. Would you like to?
11:00
Speaker 1
Uh-oh, I have to pay for it? Uh-oh. Yeah, I'm in a I'm in the process of like getting a new debit card, so I don't even have like a card and I don't have card information I can give you until I get my replacement in. Oh, shit. All right. Oops. Okay. Alrighty. Well, thank you anyway. [silence] Transcribed by Darryl L
13:00
Speaker 2
Yes, for troubleshooting and accessing your router settings that's part of our troubleshooting as you understand, how about this? Other option where is I can send you an article guide instead, you can can actually follow it in how to access your router settings in the same step we're providing you over the phone and you will be receiving that instruction or an article guide after this call within 5 to 10 minutes. All right. So you can follow that how to access your router settings. Rachael, your most welcome and this is once again calls Nicholas and have a wonderful night. Welcome!
13:00