V2 Rubric Detail — cdf79206-603f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 18:04
Duration
44m 48s
Contact
Cristine Saxon
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132288
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution3.44/5
Technical2.50/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall56.2% (+28.2)

V2 Grader Summary

The customer confirmed the issue was resolved after guided troubleshooting, including power cycling and cable reconfiguration. While the agent exhibited gaps in technical clarity and communication efficiency, they remained engaged, applied some correct diagnostic steps, and achieved a successful outcome. The resolution was functional despite suboptimal execution.

V1 Case Analysis

Customer with new EA7350 unable to complete setup; internet works on phone but not laptop. Modem-router cabling/IP conflict suspected. Agent provided incorrect technical advice; advised customer to contact ISP for modem port verification.

Troubleshooting Steps
  • Confirmed Ethernet cable was moved from modem to router LAN port (incorrect; should be WAN).
  • Instructed power cycle of modem and router with conflicting timing instructions.
  • Guided through web-based setup wizard at 192.168.1.1.
  • Verified Wi-Fi network creation and attempted connectivity testing on mobile device.
Key Observations
  • Agent referred to the Linksys router as a 'Linux router' at [30:00], indicating fundamental technical misunderstanding.
  • Agent delivered an irrelevant, incoherent monologue at [37:00] about buckets/containers, losing all call control.
  • Repeated contradictory reboot instructions: first modem-only [27:00], then both devices with wait times [30:00], then unclear [32:00].
  • No confirmation of EA7350 model despite customer stating it clearly at [01:00]; agent proceeded without consulting EA Series KB.
  • Customer’s laptop never regained connectivity; agent failed to diagnose or resolve the cabling/IP conflict.
Positive Highlights
  • Agent eventually guided a full power cycle of modem and router, which restored partial connectivity on a mobile device.
Agent Errors / Gaps
  • Provided materially incorrect technical advice: (1) Claimed modem 'only provides one IP' (contradicts standard cable modem behavior per KB); (2) Misidentified router as 'Linux router'; (3) Incorrect cabling instructions (LAN vs WAN port).
  • Inconsistent admin URL guidance: directed to myrouter.local (incorrect for EA Series) and 192.168.1.1 (correct but not emphasized).
  • Failed to confirm EA7350 model before troubleshooting, risking incorrect guidance.
  • Gave conflicting reboot instructions: first modem-only, then both devices with wait times, then unclear repetition.
  • Allowed long unexplained silences (e.g., [19:00], [26:00], [35:00]) that disrupted call flow.
  • Delivered irrelevant monologue at [37:00], derailing the call.
  • Did not create or reference a HappyFox case, nor confirm warranty status despite collecting receipt.
  • Failed to validate resolution on the primary device (laptop), leaving the core issue unresolved.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution at 44:00: 'I think I’m good to go now. I can get back to work.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent instructed customer to power cycle modem and router, and to reconnect cables, which are relevant steps, but did not follow a full diagnostic sequence (e.g., no direct modem test or WAN status check).
R3 Partially Met Correct resolution path conf 80%
Agent collected warranty information early, which is appropriate for in-warranty devices, but continued troubleshooting after receipt submission, showing effort to resolve despite administrative focus.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (no internet, setup failure) and performed basic troubleshooting (power cycle, cable check), but did not ask targeted questions about modem status, ISP, or WAN IP to determine root cause.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent did not use remote tools or request speed test, but guided customer through router setup wizard and dashboard access, using available local UI as a resource.
T3 Partially Met No misinformation conf 90%
Agent gave some correct guidance (power cycle, cable placement), but made technically inaccurate statements like 'it will only use one IP and we cannot set up the wide eyes that’s going to be router,' indicating confusion about routing.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control and gave instructions, but had long silences, unclear transitions, and failed to frame the interaction or manage expectations clearly.
C2 Partially Met Confirmed understanding conf 80%
Agent attempted to adapt by asking about OS type and guiding through setup, but used confusing phrasing and did not consistently confirm understanding, especially during critical steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and worked through the issue, but prioritized warranty update over immediate troubleshooting, creating a delay in addressing the core problem.
O2 Partially Met Proactive follow-through conf 80%
Agent set a 5-minute wait timer and gave next steps (power cycle), but timelines were vague and not consistently reinforced, reducing clarity.
O3 Not Applicable Closure confirmation conf 100%
This was the 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, as the issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not express explicit empathy, but remained patient through customer confusion and repeated attempts, staying solution-focused without showing frustration.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted by simplifying instructions and allowing customer to proceed at their pace, but did not fully adapt to confusion around IP and routing concepts.
X3 Partially Met Overall experience conf 85%
Customer repeated serial number and receipt details due to upload issues, but agent eventually accepted the information; some redundancy was unavoidable due to technical limitations.
Call Transcript62 turns · 70 lines
Speaker 1
Oh, hi there. I just um had my uh my internet through my modem router is not working. So I went and bought a new router because my internet I called my internet provider and the
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's serial number ready for assistance. Press one now. For out of warranty devices, 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. Thank you. If recording, the system may record.
00:00
Speaker 1
it's coming through just fine. So I bought a Mmm, E7350. And I'm doing the setup. I've tried it multiple times and when I get to steps four and five, so connect to the secure WiFi name, put in the name and the password, it says, um, like it won't connect to the network, but then I'm supposed to go to my router.local and no web browsers will open that. I'm also getting, um, sometimes I get, I get warnings sometimes too, that it's not secure. There it's on the bottom. Uh, uh, 3780 titled, uh, uh, uh, uh, called named if you have it
01:00
Speaker 2
I will figure out what is it ok can you give me the serial number of this router thank you sir [silence] You're most welcome madam bye have a nice day [silence]
01:00
Speaker 1
10M28 A O9 541 first name is Christine spelled C-r-i-s-t-e-i-n-e last name is Saxon S-a-x-o-n my first name dot last name so Christine SACON at gmail.com uh [silence] [silence] [silence]
02:00
Speaker 2
What is your first name and last name? What is your email address? [silence] and, who is your internet provider? all right, so I checked the serial number here. Based on the serial number, the EPA compliance was also verified to be October 5th.
02:00
Speaker 1
It's showing that it's no data. What this okay? Yeah, I bought it this morning okay, the receipt. Okay take a picture, but okay I'll go into my email. Nothing yet. Hmm.
04:00
Speaker 2
provided, it's showing that it's no data. Uh, can I ask for the receipt so I can update the warranty? I'll send you an. That is correct. So I need the, I need the receipt to update the warranty. You said you just got this, right? All right. I'm going to send you the email and reply to that with the copy of the receipt. [silence] All right, that's done.
04:00
Speaker 1
Christine, no, no T I N E Christine C R I S T I N E S A X L B I N
05:00
Speaker 2
uh... let me check. So that's C-R-I-S-T-I-N dot S-A-X-O-N.
05:00
Speaker 1
Okay. Oh, there it is, okay, just reply. All right. Okay, just send it. Wait, uploading the photo. Sending. Sent. [silence]
06:00
Speaker 2
All right, that's done. You can check that again. [silence] Yeah.
06:00
Speaker 1
Okay. Okay. I'm sending it again in case that helps.
09:00
Speaker 2
I'm... I'm still waiting and... Checking, but... Still not here. Let me reload again. I think I got it. Let me just read this one. Give me a, wait a second. Give me at least, I'm here too. I'm just going to update this one OK? All right thank you.
09:00
Speaker 1
um, uh, but what, what what does it say on the box? um, just looking at the modem. Oh, my nom um, oh, sorry. Model number, Modom, uh, P-N or the S-N. The model name, PN, uh it says Modeltrans.
12:00
Speaker 2
All right. And you... give me the model number of your modem. At least the model, I mean. Only for the serial number, just the model number. Of the modem? Yeah. That, I think it's a router. Uh, I'm talking about the modem. The other thing is the N. So. Yeah.
12:00
Speaker 1
Model name is ODA-45. And then there's a CM Mac number and a PN and an SN. Model? Yeah, model name is, well, it's hypotron. It's a, how would I know? I think it's a plane modem. It's just a plain modem. Yes. [silence]
13:00
Speaker 2
No, I just need the model or the name of that device, yeah? Is it a plain modem or a modem router? Got it. And your Linksys router is connected to that, right? At the back of your Linksys router, there are ports.
13:00
Speaker 1
Okay. Okay. Okay. Yeah, it is. It's blue on the power button and- and a yellowy orange on internet. Yes, it's directly plugged into the internet cable. So, yes. Yep. The Ethernet chord, is that what it's called? The big old white one? goes from.
14:00
Speaker 2
The which port is labeled internet who cable she should be plug need to up port the other end that cable should be connected to the modem portable internet power what's the lie of the your link is spread the like in front of the browser what is it? Okay, do you have a computer that we can use? which device, the modem or the what after net cable could.
14:00
Speaker 1
The Ethernet cable is plugged into the modem and then into my laptop. My computer to it? Uh, the So I had it set up the, the way I have it set up, I had it set up for over a year and it worked. It's just that my other router died. So what I do, um, connect my, tell me again what you just said I need to do? Connect my laptop to the router, not the modem? Okay, I got it. In which hole? One of the ethernet ones?
15:00
Speaker 2
Oh, the cable. Yeah. Okay. Because if you're going to use the, that, uh, connect to the modem, it will only use one, uh, IP and we cannot set up the wide eyes that's going to be router. I, have to model them. Yeah, one of the Ethernet. Yeah, it doesn't matter which port, but as long as it is one IP.
15:00
Speaker 1
Okay, I won't then be able to use my laptop to do this because the only reason my laptop's working, I have this as a backup for when the Wi-Fi goes out. I have the white cable connected to my laptop. So you're saying it should go to the router. Yeah. Yeah. Yeah.
16:00
Speaker 2
it's Ethernet. Correct, but let me ask this: so are you saying that this cable modem set two ports that are active? Is that what you're trying to say? Normally we might get-I mean, we can try, but the router might not be set. We will try that. But if you confirm it's working, we can try that later. But for now, we're gonna set up the router. You can connect back the cable to the modem because as far as I know, it will only provide one IP, and that's for the port one. [music]
16:00
Speaker 1
I don't know. I don't I don't know. I don't know what you mean, but I I'll go ahead. I'll so take going taking. Oh, it's here. I'm taking the um white Ethernet plug, whatever it's called and plugging it into into one of the Ethernet spots in the back of the router. Okay? So we're router, we're routing it from the modem. Okay. Let's see what it's doing now. Now there's a Now there's a blue light flashing for that Ethernet. Spot as well as the blue and the yellow.
17:00
Speaker 2
If your computer get that IP and your computer is online, no matter what we do in your Linksys, it will not be online. But if you are against saying that it's active, then we will try that later. [silence] one of the Ethernet. Yes. [silence] uh, is your it, is on the uh. [silence] again, so it's reading the table. [silence] just a quick question. What is the operating system of your?
17:00
Speaker 1
ah i don't know i i do i don't know i i i have i have i have they're they're not max and i have two of them and they're on Windows 10 or 11. I don't know which one. Do you need me to check both of them? So my my laptop now has no internet. okay, but I'm looking for a Windows where do I look for the Windows icon? Uh like the blue like the the start the start button.
18:00
Speaker 2
[KEEP_UNCERTAIN] Is it a Windows 10 or 11? Is it a Mac? I need to know so I can walk you through because they have different settings, but let me ask you this. On the on the screen, where do you see the Windows icon? If it's a blue, if it's a blue Windows icon, then that's a Windows 11. If not, then it's a Windows 10. That's fine. That's fine for now. I guess we're gonna figure it out later.
18:00
Speaker 1
Is that what you mean? Is it blue? Yeah, they're blue. Yeah. Okay. That's my one laptop. I can look at the other one too. The one that I just mentioned. Yeah, open. Yeah, I'm ready. Yeah, I've been trying this all morning. Now it says, your connection is not private. Attackers might be trying to steal your information.
19:00
Speaker 2
[silence]
19:00
Speaker 1
It doesn't give me that. It says advance or back to safety. This is what so this is what's been happening for me. Pardon? Okay. Got it. Yeah. Yay. I see what I need to. Let's get started. It's the setup wizard. Okay. Yeah. if I put the password in three three DQQ DQQ XR nine five four one nine five four one. [silence]
20:00
Speaker 2
scroll down and click continue my bag press advanced that that's my click advanced and then proceed to 192.168.1.1.and say but easy now okay can continue the setup wizard and then you ask me a question if you if if you confuse with a process okay just continue [silence]
20:00
Speaker 1
That password doesn't work. Hm. The password I was given. Oh, it says create, create one. Okay. Okay. Okay, done. Now I put the information like please. Two point four GH network name. Oh, this is what I want to call my Wi-Fi network. Okay. I see.
21:00
Speaker 2
It's I think asking you to create yeah Yeah correct
21:00
Speaker 1
Okay, got the password all setup. Summary. Great. It says please wait and it's spinning. Configuring router settings. Oh my God, I love this. It's spinning. It's spinning. Does it usually? Take a bit. Okay. Okay. Yeah. Yeah. we're wanting the Wi-Fi to work as well. Checking for an internet connection.
23:00
Speaker 2
Yeah, at least one minute or two. But you can go to your Wi-Fi settings. It might be applied but um, but we'll see. Go to Wi-Fi settings. Not actually no need to, it's connected by a cable, right? Okay.
24:00
Speaker 1
it's still it still says it's checking for an internet connection. And when I went to, so it shows up now on my cell phone under Wi-Fi, but it won't let me connect josh. Still flashing blue. blue and yellow. on the top.
26:00
Speaker 2
All right, what happened? Is still According to the of the. [silence] OK. How about turn off the modem and turn it back on. Just a quick off and on. [silence]
26:00
Speaker 1
Um , last name Lucille. Lucille. that's the first time? [silence] okay it says, you are now connected to your router, but we cannot determine whether you're connected to the internet. [silence] it disappeared just to see it. [silence] um , go to the dashboard of that. It has a, it says a whole bunch of things I should try. [silence]
28:00
Speaker 2
That's fine. Go to the dashboard of that. Correct. So what do you see?
28:00
Speaker 1
it on the message? Is that what you mean? Like I have a message that says open a web browser to see if you can access the internet. If you can't try the following. So I'm trying to open it. Yes, it is. Oh, and the blue with internet has gone to yellow again. Again. Okay, the router.
29:00
Speaker 2
[silence] Right. now turn off the router and turn it back on. I'm going to set a timer here for. Yeah, the router this time not the modem. Which one did you turn off? The modem or the router?
29:00
Speaker 1
OK. So, [silence] to do that, I believe I have to unplug it. [silence] OK. Wait one minute before placing. Wait one minute before plugging it in, the router in, you mean, right? [silence] Yeah.
30:00
Speaker 2
Turn off the modem. How about we start from scratch? So, to turn up the modem, your tech-savvy modem, yeah. Just unplug it from the power supply, and then plug it back in. Just a quick unplug and plug back in. And do the same thing on your Linux router, but wait one minute before you do that. So after you plug in the modem, wait one minute, then do the same thing on your Linux router. Unplug and plug back in. Now, so plug back in the modem, and then wait for one minute, then do the same thing on your modem. Just a quick unplug and plug back in. A Right. Now reset the routers.
30:00
Speaker 1
[silence] Okay. Yeah. I have been doing this all last night and all this morning a whole bunch of different ways, but I haven't yet put the ethernet cable into the router. So hoping that helps. I think they're both plugged back in.
31:00
Speaker 2
okay unpacking plugged it back in from the power source I think you now all all right [silence] Just to make sure we're waiting. So the modem and the router is now turned on, right? They're now turned on, correct? Okay. I'm going to set the timer five minutes this time. I'll let you know when the timer is up and you can, you can take your time, grab water, call if you, I'll be right here. [silence]
31:00
Speaker 1
Are you willing over this year? we know you want to I'm sorry. I'm so curious. I have [silence]. So, instead I should follow, um, heard that from me instead. So. [silence] and all these things. You are so proud. Thank you. [silence] Hello. Oh, yes. The bottom one. So like, just go onto my phone and try to get on Wi-Fi or what do you mean? I'll turn off my data first on my phone, because otherwise I won't know if it's okay, turn that's off. And now check if I can get a web site.
34:00
Speaker 2
Hello? What's the light of the router now? Is it now solid blue? The word Internet? It is? Okay. Can you now connect to your Wi-Fi? Yeah. Go to your phone settings and go to connect to Wi-Fi, the Wi-Fi you created. Open a website. If you can pull up a website, that means the Internet is working. Now, we'll check the computer. Turn off the mobile data first. Kind of messy. You should use Note or use speech to text. All right. Plus, I have a little difficulty hearing the words from your pronunciation. So it would be a lot easier. And easier. So if you just type it or use speech text to do it, um. So I think. Use non-English language in our speech for now. What I have are boxes, torn shower curtains, cans, uh, oil cans, plastic wrapping and things like that, boxes, things that can, buckets, things that you can hold. You say a bucket, I mean you can say like a pail or container, you know, it means you'll just be concerned. Say a pair. It also has our box downstairs into the garbage chute. Do I say that instead? Or something? Good. All right. So please use the language for now that you are comfortable with. All right? We'll practice. We just have to get ourselves trained and trained to be thinking clearly. Okay. That's all, buddy. All right. Sl- Started. Supplicated. Okay.
37:00
Speaker 1
Yes, I think I can. Hold on I'm gonna travel. Thank you. I think so. It's all the, yep, it is. I'll try right now. That's a long back in. Random way. Yes. Yes. Yeah. It's working. Well, what I want it for is in case Wi-Fi is not working.
38:00
Speaker 2
Is it, it's working? The internet is working? Uh, what about your computer? Can you go to any website? This random website will do. Or anything. So it is now working. Okay, good. Now, good question. Do you still want that computer back to the modem or you want to leave it connected to the router?
38:00
Speaker 1
I want, like I'd be in the middle of a Zoom or Teams call and I work from home, and it would just stop sometimes. Um... when the Wi-Fi wasn't working. So, for years, I just had this directly plugged into my laptop. I don't know if it was through the router or the modem. I think it was through the modem. Yeah, that's why. Yeah, I think the only way I would try it is with you on the phone. So, maybe you can help me then. Sure. So, what should I do? Okay. Okay. Listen to me. Okay.
39:00
Speaker 2
you want to try it, but just to before you do that, just inform you the router might get offline if you plug that into the modem, but if you want to try it, we can try it. Sure. Just connect that back to the modem the way it was. Don't unplug the the router connected to the modem.
39:00
Speaker 1
and little and will. There, I connected it. More than a minute. the modem still shows blue for Wi-Fi. Should I try on my laptop? Oh, no, I should try. Oh, I might? Hmm. that's not a good sign, is it? Okay. So it's it's blue still on the modem, which looks good. I'm going to try looking up a web. I mean on the router. I'm sorry. The router is looks like it usually does. And there. And I just tried without mobile data on my phone and I'm able to open a website. Yeah. Okay. [silence]
40:00
Speaker 2
I'm sorry. Sorry you're breaking up. I mean I can hear now. So what happened? What did you say? What about the batter? Uh. Uh that's good to hear. Uh what about uk?
40:00
Speaker 1
I'm. just trying a random website. Uh, nope. No, it doesn't work. Hmm. No. I. I'll just go back to the way I'll plug it back into the modem. I mean to the router. My phone's not working very well either. Yeah, I'm going to plug it back into the router. Oh, okay.
41:00
Speaker 2
Computer, is that connecting to the modem now or you're trying to connect? It doesn't work. Hm. So. Router. Okay. How about this, just to be safe, you can connect that back to the router and you can contact your internet provider to ask if the two ports of your modem are active or just one active.
41:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Yeah. They told me. I have it written down somewhere. Hold on. I think they said double something. Just a sec. Double. They said. No, they didn't. They said good SNR, good upstream levels, good downstream levels. They didn't say whether it was one or two. Okay. So I should ask them that and then. Uh. Yeah.
42:00
Speaker 2
You need to verify that to them because I cannot answer that. That I will be able to help you with the modem. Router, of course, I'm expert with router. Doubled not. But I'm pretty sure that if you restart the tech-savvy modem, it will prioritize the computer, then your computer will obtain the only one IP that it produce. And that way your computer will be online but then fortunately, Thank you.
42:00
Speaker 1
Right. Okay. So I should just plug the so the ethernet cord should just be in the router then. So the ethernet cord should just be into the router then, and I'll just plug it directly into my laptop. Okay. Okay, thank you. Okay. So right now I'm going to unplug the white cord from the modem and put it back in the router.
43:00
Speaker 2
your router will be offline. That I think what's going going to happen if you restart your modem. Right now since the modem is still not restarted, your computer did not get the IP because currently the IP is on the modem. I mean the router. The IP address. Sorry, you're breaking up again. What did you say? Normally that should be the correct setup. But I'm not I'm not expert for modem. So you need to ask them. I could be wrong. Wait hold on. So you mean the computer right? You're trying to connect your computer to the router? [silence]
43:00
Speaker 1
Yeah, sorry, that's right. The white cord that goes into the laptop is now connected to the router again. Yeah, I'll go like that then. Okay. Good. I think I'm good to go now. How No, I think that's all. I'm up and running. I can get back to work. I appreciate you very much. Thank you so much. Okay. Bye bye.
44:00
Speaker 2
Or the modem to developed computer. Oh, okay, yes, yes. Okay, cool. Uh, you have any other questions? You wanna ask something regarding your router or anything else? Just make sure. Very, very much welcome. And if not anything else, i hope you have a nice day. Take care and bye for now. Bye bye.
44:00