V2 Rubric Detail — ca818b74-7ec9-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 14:47
Duration
38m 26s
Contact
843-647-7776
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00136862
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_MR7500
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication0.00/5
Ownership1.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall13.9% (-42.1)

V2 Grader Summary

The agent performed basic troubleshooting (reset, firewall check) but failed to resolve the customer's inability to access the router interface due to a double-NAT loop. Key diagnostics like ipconfig were omitted, and the agent provided incorrect technical explanations (encryption, loop back) without KB support. No escalation occurred despite clear complexity beyond L1 scope, resulting in a partial resolution outcome.

V1 Case Analysis

Customer unable to access MR7500 admin page (192.168.1.1 / myrouter.local) after relocation. Agent advised direct modem connection, disabling firewall, and checking for network loop. Case number 001136862 provided for follow-up.

Troubleshooting Steps
  • Collected customer name, email, and serial number; created case number 001136862.
  • Instructed a 5-press reset of the router.
  • Guided customer to try default access URLs (192.168.1.1, myrouter.local).
  • Suggested disabling Windows firewall.
  • Diagnosed network loop involving modem, router, and switch; advised direct modem-router connection.
Key Observations
  • Agent correctly identified the network loop issue at [34:00], which aligns with KB guidance on topology (universal_web_browser_setup.md: 'Double NAT / upstream gateway').
  • Agent provided accurate access URLs (192.168.1.1 and myrouter.local) and correctly described the 5-press reset procedure, consistent with universal_factory_reset.md and universal_web_browser_setup.md.
  • Agent failed to confirm the network topology early, leading to repeated, unproductive attempts to access the web interface before diagnosing the loop.
Positive Highlights
  • Collected essential customer information (name, email, serial) and created a case number (001136862) for future reference, supporting proper case management.
  • Provided accurate default access URLs and correctly explained the 5-press reset procedure, consistent with KB documentation.
  • Identified a plausible and technically correct cause (network loop) and offered a concrete re-wiring solution aligned with best practices in universal_web_browser_setup.md.
Agent Errors / Gaps
  • Did not explicitly confirm the router model before proceeding, though MR7500 was mentioned by the customer at [12:00].
  • Failed to verify the customer's current network topology early, resulting in repeated, unproductive steps (e.g., trying multiple browsers and incognito mode) before identifying the loop at [34:00].
  • Did not provide a concise recap of next steps before ending the call, leaving the customer to infer the required re-wiring.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never accessed the router web interface; issue remained unresolved despite troubleshooting.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed reset, suggested incognito, firewall disable, and checking cables, but missed key diagnostics (e.g., IP conflict, double‑NAT loop).
R3 Partially Met Correct resolution path conf 85%
Agent identified the device as out‑of‑warranty and offered limited troubleshooting, but stopped short of full best‑effort support.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. Despite the customer explicitly stating their gateway was 10.0.0.1, the agent repeatedly insisted on 192.168.1.1 without attempting to find the actual assigned IP via the methods outlined in universal_web_browser_setup.md.
T2 Not Met Appropriate tools / resources used conf 95%
Agent skipped a tool the scenario clearly required. Per universal_web_browser_setup.md, when the default IP fails, the agent must guide the customer to find the actual IP using ipconfig (Windows) or Network settings (macOS/Mobile). The agent mentioned the command prompt but did not provide the necessary steps to find the 'Default Gateway'.
T3 Not Met No misinformation conf 90%
Agent provided materially incorrect information. They claimed the failure to access the web interface was due to 'encryption' and 'Loop back' caused by the switch placement. There is no basis in the provided KB for 'encryption' preventing local UI access, and the 'loop back' explanation was used to dismiss the customer's request for help rather than as a diagnosed technical fact.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked clear framing, frequent silences, and the agent did not steer the conversation toward a resolution.
C2 Not Met Confirmed understanding conf 90%
Agent used generic language, did not confirm the customer’s understanding, and failed to adapt explanations to the customer’s confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent created a case and stayed on the line, but ultimately told the customer they could not provide further help and did not pursue alternatives.
O2 Not Met Proactive follow-through conf 90%
No concrete next‑step or timeline was given; the agent only suggested re‑wiring without a follow‑up plan.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent did not escalate despite being unable to resolve the issue and the network topology problem likely requiring higher‑tier assistance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed; therefore execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered minimal empathy; only a generic “you have been very good” at the end, no acknowledgment of frustration earlier.
X2 Not Met Tone & rapport conf 90%
Agent maintained a flat, scripted tone and did not adjust to the customer’s confusion or repeated requests for clarification.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat steps, switch browsers, disable firewalls, and re‑describe the network – unnecessary friction that increased effort.
Call Transcript64 turns · 70 lines
Speaker 1
uh I'm having a lot of trouble getting my my linksys R7500 brought up on a on a new location. And I know that all the documentation talks about the 192.168.1.1 is the default gateway, but that is not the default gateway I have here. So now can you help me with all this?
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.links.com for more information about your product. You are the next caller. Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you today? [silence] Hmm.
00:00
Speaker 1
Four five see like Charlie, one zero M like Mary, two be like boy bee like boy zero zero six three nine. Yes, was it working fine? Yes. Yes, I can't get it to, to come on to the uh, internet. Can't get it to, can't get the blue flash, I can't get the blue solid light in the front. Right now I've got a purple.
01:00
Speaker 2
Oh, let me take a look first with the device that you have there, sir. Can you provide me what's the serial number? Wait a sec. Make sure if this device was working fine before you brought this to a different location. So, by means of you're having an issue with the router, can you tell me more about it, like, uh, specifically, sir? No internet connection. Okay.
01:00
Speaker 1
my first name is Tom, my last name is Moseman, M as in Sam, I-E-N-N. It's my name, Tom, T-O-M dot M as in Sam, I-E-N-N at aol.com. Right.
02:00
Speaker 2
Oh, okay. All right. That's not a problem. Uh, sir. Uh, the device that you have there currently is in setup mode, meaning to say the device has been reset. All we need to do is just add it back so you're not first. Uh, for us to proceed, sir, let me create first a record. Okay? I'll assist you later on. You know your first name and last name? Great. How about email address? Uh, your last name, sir, is Musa right? Okay. Got it.
02:00
Speaker 1
Xfinity. Just one. Okay. One, two, three, four, five. Okay, I did that.
03:00
Speaker 2
Okay. Let me just create your product here. MRA. By the way, who's your internet service provider? Okay. Hold on. Now, since you are still waiting for me. Can you check for me sir, can you double check how many ethernet cable connected at the back of the Linksys? Okay. All right. Can you try sir to click the reset button five times. One press per one second. Not too fast. Okay. All right perfect. Thank you. Let's just try to wait for the device sir. Can you tell
03:00
Speaker 1
No, it's not, solid purple. Yeah, I can try it again. Be sure to get something to push it in but I want lowest two, three four, five. Okay, well that the light is flashing white.
04:00
Speaker 2
Me if the device tries to blink, which color? Just solid purple. Were you able to hit the reset button properly or this suppose they happen to have a paper clip or a pin that you can use so it will reach automatically there.
04:00
Speaker 1
Right now, it's flashing blue. Right now it's flashing white. [silence] Now it's solid blue. [silence] Now it's flashing blue. Oops. Now it's solid blue again.
05:00
Speaker 2
Okay. All right, so let's give it at least uh maximum waiting time of seven minutes. This device should turn solid blue, sir. Mhm. Just give it some time.
05:00
Speaker 1
[silence] It's solid blue. OK. Um... OK. Right. [silence] Correct.
06:00
Speaker 2
give it some time it's just a minute to pass by wanna make sure it stays solid blue so we can check if you have internet so once the device turns solid blue sir or stays solid blue meaning to say you have an internet already okay and we'll try to check and connect now sir since you are already in a different location just a heads up your wifi name and wifi password before will be deleted okay it will be back to a links as wifi name
06:00
Speaker 1
Right. It's staying solid blue. Yes. Well, I can see. Okay. Okay. Just a second, I gotta get rid of a damn spam call. Okay. The go to settings, Wi-Fi.
07:00
Speaker 2
So right right now, can you uh, can you check for me if the device stays solid blue? Perfect. Can you try to check uh, check and connect to your linksys wi fi. Uh you can use your phone or if you have computer. There will be a linksys wi fi name showing.
07:00
Speaker 1
What the hell was that thing doing auto join for. Damn comcast is such a pain in the neck. What's it going to show up as. Yeah. It says lynx is set up C 11. Set up Wi-Fi. wps Mac address. right. Now I'm I got a little problem here. We got to turn that off.
08:00
Speaker 2
I'm sorry. Password try is indicated at the bottom of the linked device. There will be Wi-Fi password there, sir.
08:00
Speaker 1
I don't know how that there's Xfinity Wi-Fi. Linksys setup c 11. Is that me? Sure is, isn't it? Join the Linksys setup. It wants the password. uh. Yes, Pie. 63. [silence] Well, it's trying. Oh, it did it. Yes. Well, I got the W.I.F.-I part to hook on to it. So, how do I find out the address because I'm on this one now and what I want is I want to take it to another location and I want to use it as a router. But first, I have to be able to log on. Well, let's see. How would I get to the setup now to do that because the, how do I find its IP address? [silence]
09:00
Speaker 2
it connects okay right can you try to check if we do have an internet now just want to make sure you'll have internet I'm sorry uh where do you want to place where do you want to place this device sir [silence]
10:00
Speaker 1
I don't think it will do do that, huh? Okay. Okay. Well, I've got to find uh IP address here, because my IP address is here uh So let me get rid of that. Oh. What am I looking for here? I'm looking for my network. Let's see what the network says I've got here. It's not showing up on my network on my computer, although it's plugged into the exact
11:00
Speaker 2
our default IP address of link is sir is 192.168.1.1. That's the only IP address that we can provide, sir, because that's the default IP address for link's routers.
11:00
Speaker 1
which is not showing up. I'm trying to find the IP address for the, that has been assigned to the MR 75 hundred. Yes. Well, right now I logged on to the Wi-Fi with my phone. But that still doesn't doesn't help me get the get the IP address for the, because because when I when I have another router in another location that I want to change from being a DHCP Wi-Fi router to uh uh a router for the, I can still communicate with it, and the Z-Wave with the other, I can still communicate with the MR 75, but that kind of has to be a static IP address.
12:00
Speaker 2
I'm sorry, are you trying to do something, sir? Are you using a computer? May I know the reason why you wanted to check the IP address, sir? Of the Linksys router. [silence]
12:00
Speaker 1
Yes, correct. Right, but that doesn't work because my get my right but my my it can't be that because my my Wi-Fi my gateway router is 10.0.0.1. I tried 192.168.1.1 and nothing happened. How now? Well, I'll try it right now. I'll try it right now again http how hhh how day how tell you how do.
13:00
Speaker 2
So you wanted to you wanted to log into the Linksys web interface is that what you're trying to do sir? Open a browser sir, and search 192.168.1.1. It will work sir, because you are you are connected to the Linksys. Can you try sir? Did you try it before you called us or right now that you you are with me in the line and connected? Go ahead.
13:00
Speaker 1
168.1.1. It can't possibly work because my gateway is 10.0.0.1. S. Okay, it's it's still spinning. It doesn't tell me error yet. Sain't canna be reached. You're using Chrome. I don't know what that is. [silence]
14:00
Speaker 2
You can tell me, sir, what's the error if it will show you what's the web page you're using to open. From, H, can you try to use incognito? Sir? You can try to click at the top right corner, there is three [silence]
14:00
Speaker 1
Oh, right. Oh, you want me to do incognito. Okay. 192.168.1.1. It's spinning. There isn't any way this can be when my gateway is 10.0.0.1. It can't get an IP address that's 192.168. No. Same thing. Well, the connection that I'm using with my phone is is is Wi-Fi. Right now it's hardwired. It's hardwired to the to the router. Silence Computer, open the link support site. I'm hard wired to the moat to the Linksys. The Linksys is hardwired, but it is not showing up on my network. Right. Wait a minute. Wait a minute. I'm I don't know what I got. I got something else open here now. If I if I open it. It justLink to the support site. I'm hard wired to the moat to the Linksys. The Linksys is hardwired, but it is not showing up on my network. Right. Wait a minute. Wait a minute. I'm I don't know what I got. I got something else open here now. If I if I open it. It just.
15:00
Speaker 2
Are you currently using to open the link's this website? Are you using a phone or a computer? So in Okay. In your computer, are you connected hardware to the to the LinkSyss or hardware to your modem? LinkSyss router. It's okay, again, you are connected hardware to the to the Linksyss into your computer, not into the modem, right? So when you open incognito window, it shows their site cannot be reached. What's the error?
16:00
Speaker 1
it says it can't find it. I've opened an incognito window, right? I, I don't know how to list all the things that are in the network. When I, when I list it, it doesn't show up. I'm gonna try this. 10.0.0.96 is not gonna like that. I might now be forever. So, I can't find my IP address. but wait a minute there's oh, let's try let me try something else here. Not sure how, how that 192.168.1.120.1255 took 192.192.168.1.215 took too long TO TO CTA CTA responds, OK, it says my phone says that's my IP address.
17:00
Speaker 2
Are you using a windows, air? When you try to open a, uh, uh, uh, uh. Well, I can only provide.
18:00
Speaker 1
Right. My computer's IP address is 10.0.0.95. Okay. I'm going to go back to Chrome ought to do it. I'm going to go incognito.
19:00
Speaker 2
write you a Whereas this is or the Linksys router that you have is working fine, but I can let you log into the Linksys web interface using a different different uh option. But you can check your IP address. It's your computer's IP address and not the Linksys IP address through the command prompt. Okay, so if by chance you just wanted to check what's the IP address of the Linksys, you can log into the web interface using a different option. Try to click myrouter.local.
19:00
Speaker 1
https equals colon slash slash my router dot local. This site cannot be reached. Okay. Okay. That's what's there right now. I hit it again. Yeah. That went away. my router dot local. Nope. Same thing. Yeah. It got H.
20:00
Speaker 2
just uh remove the htttp sir just put there my ml router dot local can you open a different uh web browsers here aside from Chrome and incognito do you have other like uh Firefox OK age just put only my ml router dot local
20:00
Speaker 1
Right. Hmm. Can't reach this page. My router.local server's IP address could not be found. No, it's when when I go to a different office, then I'd get a better, I'd get a better shot of doing this. So, okay. Well, it says my phone, when I look at the information on my phone. New in private window. It says it's 192.168.1.215.
21:00
Speaker 2
Can you try 192.168.1.1? Mm-hmm. have you tried in your phones or the same also?
21:00
Speaker 1
Would I do on my phone? Let's see if I would do that on. Let me find a browser here. I've got a Chrome here. [silence] [giggles] Allowed, Allowed Allowed Allows. Says download the Linksys app for setup. Let's go, let's get It's also the best way to manage your Wi-Fi. I can download it from the App Store or Google Play.
23:00
Speaker 2
The same my router.dballco. Yes, you can also make changes using your phone when you're trying to open the website. Okay. What are the other options aside from that? Can you try to... go ahead. Can you try to switch your phone or in a window mode so that you can log in to the website.
23:00
Speaker 1
what is the altitude? I think can't be reached. Reload. Okay. I'm not sure I know how to do it or how I get to window mode.
24:00
Speaker 2
There will be options. Three lines there. I uh. Three dots. Three dots. [silence] Windows mode or desktop mode. [silence] Uh. Top right corner in the search bar. There will be uh an icon there. That's three dots. Like an option. The same as the computer. You have three dots that you need to click. They will provide you options. [silence]
24:00
Speaker 1
I can't get rid of something here. I don't see three dots. I don't see it on the on the Chrome thing that I've got here. think what I have to do? I have to be at a different place. When I go to a different office it would it would be okay at a different office. Because the I don't know how I got that. Yeah, that's amazing. I've got a solid blue light, right? Right. I'm not able to log into whatever it is that controls that. Whatever we're going to call this a router or my Wi-Fi. I'm not able to log into the, what did you call it, the app? Web interface, right? Right? OK. So I have to be someplace where the, where the default gateway, I'm not sure that's going to work there either. Now, I guess I could just sit here and guess all day long,
25:00
Speaker 2
Yes, sir. You have already internet, but the problem is you were not able to log into the website web interface, the website.
26:00
Speaker 1
long till I guess the IP address, right? Yeah, I can, I can. The firewall might be blocking my access to that other device. Right. Well, I mean, I do, I can take, I know my IP address is for for my computer and I know what the gateway is. So,
27:00
Speaker 2
can you can you try to go sir in your computer and then check your uh i.p address sir and then have you tried sir your computer if your firewall are disabled antivirus might not block your access sir yes sir to the linksys Wi-Fi sir cuz your internet is working fine already however it's just the linksys website that you cannot access do you have a VPN mhm okay all right then just to set proper expectation we are broadening our troubleshooting uh as to why you are not able to access to the router page [silence]
27:00
Speaker 1
Right. So [silence] allow an apt through Windows Firewall. No. [silence] I don't want I want to just I'm going to disable the firewall now. Firewall and then Windows Defender Firewall.
28:00
Speaker 2
We have only two links that you can use so that you can open the web website of linkage system. That's the default IP address for link this 192.168.1.1 And the other one is the my router.local. That's the only option that you have. Now sir. Right now you might try to disable your firewall temporarily up until you can log into the link set. And after that you can try to turn on back your firewall after you make changes with your router settings. And do you happen to have a VPN or not? Okay.
28:00
Speaker 1
Private networks, not guest and public networks connected. Change turn firewall on or off. Turn on firewall, turn off firewall. Turn off firewall for public and private. Okay. No. my router didn't work. It, right now it's looking for 192 done now. It just says it took too long. Okay. It's spinning again. goes to three. It is. Yeah. Well, that not two to the, to the rest of the, yeah, I've got a computer. I've got the, I've got the MR 7500 and they got the telephone that we're talking on.
29:00
Speaker 2
It shows her. Try to refresh it again. How many ethernet cable connected to your modem, sir? Three? I'm sorry. Hold on. Modem, right? We're talking with the Xfinity box. So you have an ethernet cable connected.
31:00
Speaker 1
at the X-phinity box, there are two. but but one of them goes to a switch, and then the switch has got the other the switch is where I'm coming through now. No, it's a switch, and then it links this. I can plug it straight into open. That makes it different. it's the only thing that's connected to the...
32:00
Speaker 2
go ahead, okay, so from the switch, sir, I'm sorry, from the modem you've connected a Linksys and then from the Linksys you connected a switch, is that correct? that's why? and then aside from that, hold on, aside from that, sir, aside from that, what is the other ethernet cable connected? aside from the switch?
32:00
Speaker 1
to linksys coming out of the switch. Coming out of the switch, there are three connections. One to the computer that I'm on, one to the phone that we're talking on, and one to the linksys. Oh, and one to a printer. So there are actually four. Right, but I can't do that because I can't get, I can't get to the switch. If I can't get to that internet, that web interface, I can't, I can't change the settings. Right now, it's, it's it's not assigning a DHCP, it's accepting DHCP. And it's.
33:00
Speaker 2
you you mentioned there's two there referring to the modem all right okay it's supposed to be they're the setup should be modem and then Linksys and then next to that will be switch that's supposed to be the setup [silence]
33:00
Speaker 1
It's not acting as a router. I don't know what kind of mode it's in. But it's working as a Wi-Fi. Okay. Okay. But if I plug it into the router, then it then if I plug it straight into the router, it ought to work, right? If I plug I plug I can plug the the linksys into the modem, will that fix my problem?
34:00
Speaker 2
Yes sir. it will the modem that you have there, sir. the encryption will really not um work in this kind of setup, sir, cuz supposed to be it should be modem and then encryption router and then that's the time that you can put your switch. It will really not work the way that you have right now. That's why we were not able to open the web interface. [silence] It does have an internet, but you cannot pull up the web website for link security. Sorry? Yes sir, that's what I'm that's because I think so the web that will if you connected it to a router it gonna work. But if you connect it directly it will cause Loop back. because your router is connected to the switch and the router Modem is also connected to the switch. So you practically create a loop. So that's why it's not working right now. So I try to ask you again. Please try to connect it on your internet. there connect the modem the link security router and then go to your switch.
34:00
Speaker 1
Okay, that's how it should work. And then, and then if I do that, then, okay, but then, well, it can't work that way because I still need the, the access to it. Well, I guess I could get access to a different computer. No, I can't. I do want that. That's that's not the problem. The problem, the, the thing of it is, if I put the switch in there, there's no way for the switch for the anything on the upcoming.
35:00
Speaker 2
uh, I did mention to you, modem, plug in the link cistern and then plug in the quit from the link cistern. That's how it works. It should work. Again, sir. I'm sorry. If you really don't want to make changes with your current set up here, then I cannot provide you additional information. this is how the devices are being designed.
35:00
Speaker 1
Well, I do want to make changes, so I can have some flexibility with the, the, the new season, the newer model can't get DHCP. Yeah. Yeah.
36:00
Speaker 2
That's why, sir, you are going to make changes in the Linksys router. You are going to log into the login in the web interface, but you need to switch first the connection from the switch and from the Linksys. You need to set up first the Linksys. And in order for us to open the web interface, it's for us to connect first the Linksys device directly to the modem. Now, just to set proper expectations, sir, the device that you have is part of our oldest router, meaning to say this device has already been out of warranty. Now, we can only provide you troubleshooting steps for your device. But if you don't want to make changes with your current setup, then I cannot provide you any more additional information. Again, it would not work if you if you want that kind of setup.
36:00
Speaker 1
Okay, well I, I've used up all my time. Thank you very much. I've used up all my time I have for this for today. Um, so I have to call back. But you've been a very good. Yes. Oh, yes. Right. I would like to take that. I'm ready. LPS. Right? Okay. LPS 00136862. [silence] Yeah. Okay, well, I, I've used up all my time. Thank you very much. I've used up all my time I have for this for today. Um, so I have to call back. But you've been a very good Yes. Oh, yes. Right. I would like to take that. I'm ready. LPS. Right? Okay. LPS 00136862.
37:00
Speaker 2
All right, sir. Got it. Do you have a pen and a paper, sir, so I can provide you with your case number? if you call us back here and you want to ask assistance again? All right. Are you ready? All right, so that would be diffs. Yes, correct, 001136862.
37:00
Speaker 1
Okay. All right. Okay. All right. Thank you very much. Yeah. Okay. Bye.
38:00
Speaker 2
Yes, sir, that's correct. So if you need any assistance again, sir, if you call back, just provide the case. Uh, um, uh, case, uh, case that I provided you, case number, then they will read what we have done so far. Okay? Again, you do you have already an internetisable. Great. Have a nice day. All right.
38:00