V2 Rubric Detail — d7db8394-6f22-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 16:44
Duration
7m 32s
Contact
Lee Raven
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134477
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: looking for router IP address

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.9/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall70.8% (-7.2)

V2 Grader Summary

The agent correctly provided the default router IP address (192.168.1.1), fully resolving the customer’s request. However, the interaction included unnecessary data collection, lack of empathy for frustration, and missed opportunities to streamline support, resulting in partial scores for communication and customer effort reduction. No escalation was needed, and technical accuracy was maintained.

V1 Case Analysis

Customer asked for router IP address; provided default 192.168.1.1.

Troubleshooting Steps
  • Confirmed default LAN IP address for Linksys routers (192.168.1.1).
Key Observations
  • Agent collected unnecessary serial, model, and account information before answering a simple IP‑address question.
  • Agent stated the router was out of warranty without verification.
  • Agent repeated the IP address multiple times, which was redundant but ensured clarity.
Positive Highlights
  • Provided the correct default router IP address (192.168.1.1).
  • Spoke clearly and repeated the IP address to ensure the customer heard it.
  • Polite closing and thanked the customer.
Agent Errors / Gaps
  • Unnecessary data collection (serial number, model, account digits) for a basic information request.
  • Incorrect warranty status claim without checking the warranty database.
  • Missed opportunity to acknowledge the customer's frustration about warranty information.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent provided the correct default IP address (192.168.1.1), which directly resolved the customer's stated need.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent gave the IP address but did not confirm if the customer could access it or troubleshoot connectivity; minimal diagnostic follow-up.
R3 Met Correct resolution path conf 90%
Agent provided accurate information despite out-of-warranty status, aligning with best-effort support expectations for configuration questions.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified the symptom (need for IP) but asked irrelevant questions (account number) and skipped confirming actual access issues.
T2 Met Appropriate tools / resources used conf 95%
No tools were needed—this was a basic configuration question with a known default value; agent used correct knowledge base info.
T3 Met No misinformation conf 95%
192.168.1.1 is the correct default IP for most Linksys routers per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 70%
Agent maintained basic control but introduced off-topic requests (account number) and failed to set clear expectations about process.
C2 Partially Met Confirmed understanding conf 75%
Agent repeated the IP clearly but used unnecessary jargon (warranty, account number) and didn’t adjust to customer’s frustration or confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish without transfer or abandonment.
O2 Partially Met Proactive follow-through conf 70%
Agent implied the solution would work but gave no follow-up plan or timeline if it failed.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history; first interaction confirmed by customer mention of past calls without shared context.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted—issue was simple and resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; not required for this level of inquiry.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite but did not acknowledge customer’s expressed frustration ('long time since I called', 'what the hell is that got to do with anything?') with empathy.
X2 Partially Met Tone & rapport conf 75%
Agent maintained tone but missed cues of irritation and did not simplify or reframe after customer challenged relevance of questions.
X3 Not Met Overall experience conf 90%
Agent asked for unnecessary details (account number, full name spelling) unrelated to finding an IP address, increasing customer effort.
Call Transcript15 turns · 15 lines
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 may be available, depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered.
00:00
Speaker 1
Uh I'm looking for my router's IP address. I don't see it on the label. There's a MAC address and it's not working for what I'm trying to do. 33e10m8AB04463 [silence]
01:00
Speaker 2
Thanks for calling links. This is Izz. How can I help you? I see. All right. Can you provide me first the serial number of your router. All right. So it's 33C for Charlie, 10M for Mike, number eight, letter A for Alpha, D for David.
01:00
Speaker 1
Now, that bee, just before the zero for 6-3 it's a bees in, boy. Yeah. Yeah. Yep. I only have the one router [silence]
02:00
Speaker 2
Zero four four six three. Is that correct? So eight A as in Alice B as in boy. Zero four four six three. Is this the only Linksys router you have or do you have other nodes? Three three C as in Charley one zero M as in Mike eight A as in boy zero four four six three. Can you tell me what's the model [silence]
02:00
Speaker 1
73 50... Lee Raven. yes. Lee V as in Victor. [silence]
03:00
Speaker 2
Alright. I'll create first a record for you. May I have your name? Is your name spelled as L. E. E. and Raven is R. A. V. for Victor. E. for Echo. N for Nancy. Yes. Lee Raven. Alright. Lee. May I know What is the first three digits of your account number?
03:00
Speaker 1
You should have all that already. There's been a long time since I called, but you should have it in there. I don't know. It's it's been a long time. Uh Jesus. My email, Lima, Echo, Echo, Romeo 31296@GMail.com. What the What's that got to do with anything?
04:00
Speaker 2
[silence]
04:00
Speaker 1
A spector. How do I set up the speedo anything? I don't think there - I don't think it has a warranty. All I need is my IP the my router's IP address. It's supposed to be on the label on the back but the number the only number on the back is a MAC address.
05:00
Speaker 2
Uh it's just part of the documentation. Thank you. All right. Okay, um Lee, I have to inform you first of your routers warranty status because uh it seems that your router is already out of warranty. Now uh usually uh the default uh IP address of your router is 192.168.1.1. That is the default router IP address.
05:00
Speaker 1
I'm sorry, would you repeat the number, please? ok. ok. that's an IP address. well, how come it's not on the back, like, like it's supposed to be?
06:00
Speaker 2
The IP address and usually it's 192.168.1.1. That's the default IP address of your router if your router is a link device product. Okay. The router's product label sticker that on the back of your or at the bottom of your router, it only indicates your router's serial number and MAC address.
06:00
Speaker 1
well I will try I'll try that yeah no that's all I need thank you very much thank you bye
07:00
Speaker 2
Because the IP address of your router is, by default, it is 192.168.1.1. In fact, all right, so that is all. The IP address, yes. All right, okay. Thank you for... You're welcome. You're welcome. Thank you for calling...
07:00