V2 Rubric Detail — cc298ae8-74b6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 19:06
Duration
50m 3s
Contact
Gerald Faulkner
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135386
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall61.0% (+5.0)

V2 Grader Summary

The agent successfully guided the customer through router setup but provided a materially incorrect local IP address (192.168.12.1) that caused rework and confusion, preventing full verification of internet access. While the customer reached the setup screen and three blue lights, the lack of final connectivity confirmation and technical inaccuracy result in a Partial Resolution outcome.

V1 Case Analysis

Customer set up new Linksys EA9450 router with Spectrum modem, completed initial Wi-Fi setup but cannot access router admin page. Agent provided incorrect IP address (192.168.12.1), power-cycled equipment, but login issue persisted. Agent offered paid support for out-of-warranty R6300 extender and created ticket #135386.

Troubleshooting Steps
  • Guided customer to disconnect existing Spectrum router and connect Linksys router directly to the modem via Ethernet.
  • Walked through the router’s initial setup wizard: default Wi-Fi connection, admin password creation, SSID/password configuration.
  • Attempted to resolve admin-login failure by power-cycling the modem and router.
  • Provided incorrect local IP address (192.168.12.1) for router access.
Key Observations
  • Agent provided an incorrect local IP address (192.168.12.1) instead of the correct 192.168.1.1 or myrouter.local, directly contradicting the KB (universal_router_access.md).
  • Agent gave nonsensical and irrelevant statements (e.g., 'pack pack if you can access the internet okay for the present roulette' at [46:00]), which confused the customer and wasted time.
  • Admin-login issue was not resolved or confirmed after power cycling, leaving the customer without a working solution.
  • Agent failed to verify the correct model number early in the call, causing confusion between EA9450 and E9460.
  • Call lacked structure and efficiency, with repeated loops and unclear instructions.
Positive Highlights
  • Agent correctly guided the customer to connect the router directly to the modem, bypassing the Spectrum gateway [04:00], per the KB guidance for initial setup.
  • Agent correctly instructed the customer to use the default Wi-Fi credentials on the router label to begin setup [17:00], as outlined in the setup wizard guidance.
  • Agent recognized the need to power cycle both modem and router when internet access failed [41:00], which is a valid troubleshooting step.
  • Agent created a support ticket (#135386) and provided it to the customer [47:00], ensuring follow-up capability.
Agent Errors / Gaps
  • Provided an incorrect local IP address (192.168.12.1) for router access [23:00], directly contradicting the KB guidance for EA Series routers (universal_router_access.md).
  • Gave irrelevant and confusing statements (e.g., 'pack pack if you can access the internet okay for the present roulette') [46:00], which did not help the customer and wasted time.
  • Failed to confirm the correct router model number early in the call, leading to confusion between EA9450 and E9460.
  • Did not verify whether the admin login succeeded after the power cycle [46:00], leaving the core issue unresolved.
  • Did not correct the customer’s misunderstanding about automatic connection to Wi-Fi [31:00], which could lead to connection issues (adjacent_legacy_device_wifi.md).
  • Offered paid support for an out-of-warranty extender without first offering self-help resources or confirming the customer’s intent, which could have been handled more transparently (universal_support_contacts.md).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer reported three blue lights and completed setup wizard but internet connectivity was never verified; agent did not confirm full functionality.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through physical setup, modem connection, web UI access, SSID/password setup, and admin password creation — all core steps for new router setup.
R3 Met Correct resolution path conf 90%
Agent correctly identified in-warranty router (free support) and out-of-warranty extender (offered email instructions), avoiding warranty-based dismissal and providing best-effort path for OOW device.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified failed admin access as symptom, confirmed modem-router connection and cabling, and pursued logical setup sequence.
T2 Not Met Appropriate tools / resources used conf 100%
Agent instructed customer to use 192.168.12.1 instead of 192.168.1.1 — a material error requiring rework; KB confirms correct local access is 192.168.1.1 or myrouter.local.
T3 Not Met No misinformation conf 100%
Agent provided materially incorrect IP address (192.168.12.1), contradicting KB and causing connection failure; this is a case-derailing inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but failed to set clear expectations at start, had multiple unexplained silences, and did not manage transitions smoothly.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but repeated instructions without confirming understanding; did not adapt fully to customer’s confusion during login attempts.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on case throughout, addressed both router and extender issues, and did not transfer or avoid responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent provided ticket number and promised email with instructions but did not specify when email would arrive or confirm it was sent before call end.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; agent appropriately handled in-scope issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed appreciation for patience and apologized, showing basic empathy, but tone remained largely transactional without deeper acknowledgment of frustration.
X2 Partially Met Tone & rapport conf 85%
Agent remained calm and responsive, but did not proactively adjust pace or check understanding during repeated login failures.
X3 Not Met Overall experience conf 90%
Customer had to repeat steps due to incorrect IP instruction, manually power cycle devices, and locate laptop — avoidable effort that could have been reduced with accurate guidance.
Call Transcript80 turns · 87 lines
Speaker 1
Yeah so a about a router a Linkus router um I mean not a router but a uh I uh Yeah a router a Wi-Fi router.
00:00
Speaker 2
[KEEP_UNCERTAIN] Welcome to Linksist 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.Linksist.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 issue. 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] Hi, thanks for calling Link Cis. This is Regina, how can I help you today? [silence] Is it [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] Not a router, but, uh, anyway, this is, uh, you know, a Wi-Fi router. That I bought from off of, uh, Walmart, uh, online. And I wanna know how to set it up. Okay. Four, five, key, one, one, M, one, four.
01:00
Speaker 2
Huh? Can you please provide the serial number of that router? Sorry, sorry, can you please repeat that?
01:00
Speaker 1
four zero two six five. it's not, this is four, 5 k, like in Tony T K, like in talk, K one one I M, like in more, one one four B, like in boy zero two two six, five.
02:00
Speaker 2
it's uh 5k for kite, one um kite 45T for Tony Yeah, the next to it
02:00
Speaker 1
Wa want line uh i'll pay for it online with my credit card didn't get you know online you don't get no receipt nothing if I didn't even hook it up yet just register it and then I'll hook it up tomorrow or something [silence] Oh [silence] saying [silence] Oh give [silence]
03:00
Speaker 2
And where did you purchase this router? Do you have a receipt? Sir, Okay, and who is your internet service provider? And what have you done so far? Okay, do you have a modem? Can you please connect this router to your modem?
03:00
Speaker 1
Yeah, I have a spectrum router, but I want to put this link its router on that thing and then call back. No, I don't. Oh, I gotta shuth everything down to do that. Take the old router off. The old Wi-Fi router off and put this one on there while it's off. Wait. What if I unplug one off and let you wait, sit down.
04:00
Speaker 2
Do you have a main other that's currently set up and you're end? Ah, okay. So unplug the spectrum router. So I guess your spectrum provided also a modem or a gateway, right? So make sure your linksys router Yeah, make sure your linksys router is connected directly to the modem. Now, right now, we can proceed to set up this device. Uh, all you need to do is to make sure that this router is connected directly to the modem. Yeah.
04:00
Speaker 1
Yes. Yes. That's who you're talking to. Right. And then I will be able to, uh, use my, my link extender. I have, Yeah. I have another... serial number. back address
05:00
Speaker 2
And let me know if I'm talking with Gerald Faulkner. So your email is dra g dot char dot net. So since you purchased a new link this router ser again this links this router it needs to plug and directly to the modem of spectrum. So you need to unplug your main router to set up this device. Do you have an extender? What is the model? What is the model number of your extender?
05:00
Speaker 1
It don't say serial number of this, uh uh serial number 17 X 1 what? It don't have a model number on it I can't give you one if it don't got one on it. I'm just giving you the serial number. I have the serial number the mac address and another number at the bottom I don't know model number model model number R6300. I can I just use my extender for now? [silence]
06:00
Speaker 2
I need a model number, I need a model number. Yeah. Yeah, after you set up your main router then you can proceed to set up also your range extender. But we really need to unplug everything.
06:00
Speaker 1
Set that up. Ow, so it was on my old link it's router. Okay. Then, uh bought a new linkage router, but I called my cable company to give me a router until I get my other router set up. So you mean to tell me that with my new link it's router, I can't set up my extender along with the new link it's router.
07:00
Speaker 2
okay, so regarding with that one sir, if it's still in warranty, we can still support you, but if the range extender is already out of warranty, I'd really apologize that I cannot longer offer live support on that unless you're going to pay $15 to assist you, setting up the range extender. [silence] Is it newly purchased or newly bought? [silence] With a new Linksys router sir, we can set up the range extender. But then, we need first to have a main router from Linksys for the range extender to work.
07:00
Speaker 1
Ah, okay, let me see if I want to take all of this stuff off. Uh, ah. Three, 2, 1. Yeah. So, I have to shut down everything and then plug the new router up, right? So, you see my new router? Cuz I don't want to do this and then you say you can't help me. [silence] Uh, ah.
08:00
Speaker 2
Okay, so for the newly purchased routers, sir, I can still assist you setting up the router. But for the range extender, since it's already out of warranty, the only thing I can help you is to send you a step-by-step instructions in how to set up the range extender.
08:00
Speaker 1
okay a9460. where did you get this E9460. hello the the noot yes it is. So no it's not I'm if I do it right now. Can you give me a minute. So I gotta unplug everything now right. My router and my uh.
09:00
Speaker 2
Yeah, I can help you setting up your newly purchased router, so which is the E9450? But you need also to make sure that it is connected directly to the modem. Is that the model number of new? Is that the model number of the new router, E9450? And is it connected directly to the modem? Okay, sure.
09:00
Speaker 1
market. [silence] Okay, just put the router on the modem. All right, hold on. Okay. So I'm going to say so. Unplug this. Unplug this.
10:00
Speaker 2
Of course, your modem, make sure it's plugged in working, and for your router, make sure the Ethernet cable is connected from the modem to the internet port of the router. Yes.
10:00
Speaker 1
Hold on. I'm working on it. You there? Hello? All right. I got to plug stuff up, so give me a minute. All right. Hold on. I'm working on it. Hello? I'm trying to hook all this up. [silence] Bye. Okay, I got it all plugged in.
11:00
Speaker 2
Okay, this would be your setup, sir. So modem to the Linksys router. Make sure the Ethernet cable is properly plugged in from the modem to the Internet port of the router. So make sure there is no other devices connected to the modem, except for the main router. Yes. [silence] And is the Ethernet cable plugged in from the modem to
15:00
Speaker 1
Yes. Yes. Yes. Yellow. Internet yellow. Wi- side blue. And the tower. But power power power blue Wi- side blue Ethernet yellow. Right. Oh, man. Now I need a laptop. Yeah, I got a laptop. I gotta go get it, though. Hold on. [silence]
16:00
Speaker 2
[To the internet port of] this router. [silence] Do you have a [laptop] on your end which we can use to do the process?
16:00
Speaker 1
speech Municipality all right. I got my laptop. now what? what? I don't know. I can't stick no into my laptop. Okay. All right, I see it. Wi-Fi and right. How do you do that?
17:00
Speaker 2
Connect VAP one to the default name and password of the router labeled on the bottom. On the bottom of the router, sir. You have your Wi-Fi name and password labeled on the sticker. Connect your laptop to that. You need to go to your WiFi settings to select your WiFi name and enter your WiFi password . [silence]
17:00
Speaker 1
Okay, so where do I try to connect to? Linkit 02 fast. Yes, click on that. All right, so now I got to enter the password is ZAC. E, A, C one, two, three, four, five, six. All right, connected. Now, I am looking to see the country, right? So let's go down. Let's look at the slider, right? If we go down here, right, it's hot enough.
19:00
Speaker 2
Yeah, is that your Wi-Fi name underneath of the router? Yeah, and enter the Wi-Fi password.
19:00
Speaker 1
ondus b.n bn 72 721 OK. and enter. right? verifying and connecting. is saying verifying and connecting.
20:00
Speaker 2
Okay, so let's just wait for the router to come up.
20:00
Speaker 1
The password isn't uh hold on. I got to do it again. DAC f C. 2 DM. We have to... you say no internet right not connected right what open open Google all right Google is open okay one one and then what I gotta get it to one nine to
21:00
Speaker 2
Are you connected now? Yes, just no internet connection. Okay, open a browser. Kindly open google. Then then on the address bar on the address bar, type 192. 192.168.12.1 and hit enter. What are you looking for on the web?
23:00
Speaker 1
this site doesn't support a secure connection. Continue to site. Okay, now I'm in the please wait. Let's get started. I have read and except uh license and term. I just right here. Next. Please wait. [silence]
24:00
Speaker 2
Yeah, yes, yeah, get started, I agreed with it. [silence]
24:00
Speaker 1
Yeah, yeah waiting. Okay, Wi-Fi settings. You can personalize your Wi-Fi network by changing the SSID and password setting below. Be sure to use
25:00
Speaker 2
Okay, so you can proceed to create your own Wi-Fi name and Wi-Fi password.
25:00
Speaker 1
[silence] Okay, so for instance, I can put my name, right? Network name. And then I can make up my own password for 5G network and 5G password too. That'll be the same. So I got to fill all four of those spaces in. Okay, give me a minute. I'm going to type up this stuff here. Okay. Then WiFi name is I just make them all the same for now, I can change them later.
26:00
Speaker 2
Or retrieve, revert your Wi-Fi name and password the way it was. Yeah. Exactly. Yeah. Yes.
26:00
Speaker 1
Okay, I just go like this, uh, network name. I just put my name final first and last name with just one name. Hello. Okay, for all of them. Right? Okay, hold on. That's what it's going to be.
27:00
Speaker 2
Yes, and then proceed. Once you already created your own Wi-Fi name and Wi-Fi password, click next. Yeah.
27:00
Speaker 1
Come on. And then click, uh, and then click enter. Enter. Please wait. Create an administrator password to access the web-based setting page on your router. A M D I I M. okay, a d like admin. A d A D right A D D M I I M. Okay next.
28:00
Speaker 2
Yes James. just use the word admin. all lowercase a D M I N for the router password. Yeah admin so a D M I N no no admin, admin, a D M I N all lowercase. Yes.
29:00
Speaker 1
okay, it's all there. Password, everything. I just have to move this up. And save. Save. Okay, please wait. Okay, connect to your network. Do what it did. Press enter or go back out and connect? Okay. Other. Uh,
30:00
Speaker 2
Yeah. Okay. Connect to your new Wi-Fi name and Wi-Fi password. Yeah. Go to your Wi-Fi settings or network, select your new Wi-Fi name and enter your new Wi-Fi password.
30:00
Speaker 1
Like get out of it. Go find network again. Network. This slope is empty, right? Okay, available Wi-Fi. Click on that. Okay, then click on that. Connect automatically. Okay. Finished. [silence] After that, after on to Mac. [silence] Oh, NLU. After on. Sorry to keep you waiting for a long time. Anyway, I need to be serious because I have an important business talk now. [silence] So I really need to converse with this person actively.
31:00
Speaker 2
Yeah. No, do not connect automatically. Make sure you enter your Wi-Fi password. It is able to connect automatically.
31:00
Speaker 1
All right, okay. verifying and connecting. Still verifying and connecting. What up man? No internet. No internet secure, right? Pardon me. What did I did on Google? Go back to Google and type in one... Whatever. one nine two... OK, now I'm back there. It say register your product.
32:00
Speaker 2
go back to the Linksys smart Wi-Fi tools go back to the Linksys smart Wi-Fi tools they're the one that you access earlier to continue the process yes 192.168 1.1 no need no
33:00
Speaker 1
Okay, link it... all right. And then it says link this may also email you occasionally to keep the information. Check that one. And then next. Please enter a valid email address. Now it wants me to enter my email address. Huh? Okay, do... Skip. Please wait. Okay, check firmware. Congratulations, you are now connected to the internet. Automatic firmware update check firmware. Click update.
34:00
Speaker 2
No need to register that one. Keep that option. Yeah. No need. Do you have the option to skip that? Go back. Did you click skip to register your linkages product? Yeah. Yeah. Yeah. Yeah. [silence]
34:00
Speaker 1
I mean check for recent updates? Donald. done? right? click done. alright if you want to access the setup wizard again you will have to reset the device to factory settings. if you want okay click okay oh well it jumped in to please wait you're almost finished that's all there is to set up enjoy the internet don att please wait okay it says authorization [silence] it is now authorized please wait. okay you're almost done. click done okay you can now access the internet done att please wait you can now set up your wireless network. we'll be waiting to set up your network.
35:00
Speaker 2
and over here yes once it's up to date then click done no need
35:00
Speaker 1
Required so I put my password back in what it said I Okay want me to authorize authorization required All right hold on All three blue lights and a yellow uh internet one it's got Wi-Fi and a yellow internet one mash or whatever do you want me to enter or write enter authorization required password admin hold on AD A. E.
36:00
Speaker 2
what is the internet light of the router? [silence] Okay, so yellow. Admin.
36:00
Speaker 1
A-D, and what else? A-N? Okay, A-M-I-D, and then? Okay, how you spell that? A-D-I-N. All right, but it's saying authorization required, so I put my password or admin. Log in. So I guess it wants my password. All right, so that ain't in there. That's uh. [silence] U-I-D, admin. [silence] Okay, so.
37:00
Speaker 2
the one that you created earlier admin right can you still remember it that's your admin or authentication password I guess it's admin right you're the one who type it earlier sir you need to remember that one every time you're going to access the web interface try to use admin
37:00
Speaker 1
Yeah, I'm pressing logout again but it won't do nothing. Enter that one. All right. PCS. PCS. B M B-2C. 2 F 72F. 7 2 F. [silence]
39:00
Speaker 2
How about the password underneath of the router? Yeah.
39:00
Speaker 1
where you press on the login button, it don't do nothing. It won't accept it. Hello? Right. Three three and three. Blues and a yellow. Hello? Hello?
40:00
Speaker 2
So the word admin or the password labeled on the bottom of the router doesn't work, like a web page. Can you tell us if there's an internet light on the router? [silence] Check if you can browse or access the internet. [silence]
40:00
Speaker 1
This site cannot be reached alone. Reload Reload. No, I can't access it. all right, hold on. all right, hold on. okay, I did that. all right, one, two, three, y eases. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30. 30. Now, plunking back. [silence]
41:00
Speaker 2
Okay, unplug the power adapter of the modem from spectrum and the router from linksys. Unplug the power adapter of the modem and then the linksys router. Now, let's wait for 30 seconds to plug the power back.
41:00
Speaker 1
[silence] Not go the router first. Okay, now plugged it. okay, they both plugged. okay, I'm. All right.
42:00
Speaker 2
and then we plug the router. [silence] [silence] So let's just wait for both [silence] devices to fully bullet up, okay? [silence] And how many ports do you have with your modem, sir?
42:00
Speaker 1
new modem. [ silence ] affected. [ silence ] internet. [ silence ] okay, the modem is still booting up, so. [ silence ] right. [ silence ] well, uh [ silence ] no, it's only one on the router. [ silence ] one part. [ silence ] on the modem.
43:00
Speaker 2
Yeah. And where did you plug the Linksys Router to the first port of the modem? How about the modem sir, the modem from Spectrum. There are four ports right on the modem.
43:00
Speaker 1
The modem is the router, right? the modem only one it's only one, one one, zero. okay, a plain modem, but I'm trying to connect the router up to it. That's all. all right, there's two blues and a yellow. hold on. the modem, not the router, the modem.
44:00
Speaker 2
The link just you like a week ago to your gateway provided by spectrum. So there's only one port, so it's a plan modem. Okay, check the light indicator of your linksys router. Can you please provide the model number of the modem? Yeah.
44:00
Speaker 1
well, do you need I guess is E a N two two five one. Right. [silence]
45:00
Speaker 2
...the model number of the modem... ...EN-2251.
45:00
Speaker 1
Okay, now I got three blue lights on the Wi-Fi thing. Oh, ooh. Oh, okay. Yes.
46:00
Speaker 2
pack pack if you can access the internet okay for the present roulette if the linked sis roulette
46:00
Speaker 1
Yeah. Yeah, Dr. Phil.
47:00
Speaker 2
Is there anything else that I can help you with? [silence] Okay, So regarding with that one, sir, since your range extender is already out of warranty, would you like to proceed with the paid support or will send you the Wi-Fi fixed service guide that has a quick and easy solution? [silence] And by the way, sir, your ticket number for this case is #135386.
47:00
Speaker 1
The ticket number. I need to write that down. Hold on. Let me the pen. What is that number called? 1 3 5 3 8. And that's a ticket number. Okay. Now I can plug in all the stuff that I had in it. Now the printer or whatever I had into it. Huh. Uh. So if I want to sign in.
48:00
Speaker 2
Yeah. 135-386. Yeah. Go ahead.
48:00
Speaker 1
and now, my other TVs and stuff to get on the Wi-Fi, I use the number under the router or the one that I created? Uh- From my TVs and stuff in the other parts of the house that need to get on the Wi-Fi. Okay. I guess we're done. All right, thanks for putting up with me. I get so frustrated with this. Okay. You too. Thank you. Go in the computer.
49:00
Speaker 2
No, the one that you were created, sir. Yeah. Yes, I already sent you, the email instructions via email. So just follow the instructions and that's it to set up your range extender. Okay. So thank you for your time and patience and have a great day. Bye for now. And can you please send this call for me?
49:00