Call Detail: d8b96018-7357-11f1-9

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Call Start

2026-06-29 01:14

Duration

8m 9s

Contact

anonymous

Issue Type

Password/Login

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

—

HappyFox Case

—

Support Country

Hong Kong

Product Family

OTHERS

CSAT

—

Sentiment Trajectory

—

V1 Rubric Scores

Resolution2.00/5

Accuracy5.00/5

Communication2.00/5

Protocol2.00/5

Efficiency3.00/5

Overall2.8/5

V2 Rubric Scores

Resolution2.19/5

Technical0.94/5

Communication3.75/5

Ownership3.00/5

EscalationN/A

Customer Exp2.50/5

Overall46.8% (-9.2)

V2 Grader Summary

The agent correctly identified the MBE70 as an OpenWRT device, but provided a materially incorrect IP address (192.68.1.1 instead of 192.168.1.1) and falsely claimed an iPad could not be used to access the web interface. These technical inaccuracies, combined with a lack of viable alternatives for a customer without a computer, left the issue unresolved.

V1 Case Analysis

Customer (Ms. Wong) could not change Wi‑Fi SSID/password on MBE7000 router because she only has a phone. Agent advised using a computer to access 192.168.1.1 (OpenWRT) but no resolution was achieved.

Troubleshooting Steps

Identified the router as an MBE7000 running OpenWRT.
Informed the customer that the Linksys app is not supported.
Advised accessing the router via http://192.168.1.1 using a computer/laptop.

Key Observations

Agent never collected a confirmed model number or serial number despite the customer mentioning identifiers.
No warranty or support‑eligibility check was performed.
Agent did not provide step‑by‑step guidance for logging into the OpenWRT interface (e.g., default username ‘root’, password from label, recovery key).
Lack of empathy and acknowledgement of the customer's frustration.
No alternative solution offered for a phone‑only user; issue remained unresolved.

Positive Highlights

Correctly identified that the MBE7000 runs OpenWRT and that the Linksys app is not compatible.

Agent Errors / Gaps

Failed to verify the exact model/serial number.
Did not confirm or provide the default OpenWRT admin credentials (root + recovery key).
Did not walk the customer through the Wi‑Fi password change process in the OpenWRT UI.
Did not check warranty status or eligibility for paid support.
Insufficient empathy; did not acknowledge the customer's frustration adequately.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 96%

Agent told customer they cannot change Wi-Fi settings without a computer or tablet and offered no viable alternative, leaving the issue unresolved.

R2 Partially Met Diagnostic thoroughness conf 90%

Agent identified the MBE70 and its OpenWRT system, explained login via IP, but did not troubleshoot login attempts or confirm correct credentials.

R3 Met Correct resolution path conf 94%

Agent correctly identified MBE70 as an OpenWRT-based device not compatible with the Linksys app and directed to web UI — appropriate path per KB.

Technical Accuracy

T1 Partially Met Technically accurate info conf 88%

Agent recognized symptom (can't change Wi-Fi) and root cause (OpenWRT, not app), but did not probe further into login attempts or password issues.

T2 Not Met Appropriate tools / resources used conf 95%

Agent provided incorrect IP address (192.68.1.1 instead of 192.168.1.1) — a critical diagnostic error that would prevent access; no use of tools to verify or correct.

T3 Not Met No misinformation conf 97%

Agent provided materially incorrect info: wrong IP (192.68.1.1 vs 192.168.1.1 per KB), and claimed iPads cannot be used (KB states LuCI is a web interface accessible via browser, which iPads have).

Communication

C1 Partially Met Clear & professional language conf 85%

Call lacked initial framing or agenda, but agent maintained basic control and guided conversation to model confirmation and explanation.

C2 Met Confirmed understanding conf 93%

Agent communicated fully in Mandarin, matched customer’s language and pace, and avoided technical jargon where possible.

Customer Ownership

O1 Met Ownership & empathy conf 91%

Agent stayed on the call, attempted to help, documented the interaction, and offered follow-up support — demonstrated ownership despite unresolved outcome.

O2 Not Met Proactive follow-through conf 94%

Agent gave no actionable next steps for a customer without a computer and failed to suggest alternatives like borrowing a device or using a mobile browser.

O3 Not Applicable Closure confirmation conf 100%

First contact; no prior history to reference or handoff required.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 100%

No escalation was performed and none was warranted — issue was within scope but unresolved due to technical inaccuracy.

E2 Not Applicable Escalation prep & handoff conf 100%

No escalation was performed and none was warranted.

Customer Experience

X1 Partially Met Customer effort minimised conf 87%

Agent remained polite but did not acknowledge customer frustration about lacking equipment or express regret over the limitation.

X2 Met Tone & rapport conf 95%

Agent adapted tone and language to customer’s Mandarin-speaking, non-technical level and maintained engagement throughout.

X3 Not Met Overall experience conf 93%

Customer repeated model number multiple times; agent imposed solution requiring unavailable equipment (computer), increasing effort unnecessarily.

Call Transcript80 turns · 90 lines

Speaker 2

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