V2 Rubric Detail — da6481a6-6009-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 11:38
Duration
18m 9s
Contact
David Lock
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132204
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Computer cant access UI

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall47.9% (+11.9)

V2 Grader Summary

The agent correctly identified and advised on the three documented causes for inability to access the router UI, providing technically accurate guidance. However, the interaction lacked full resolution, strong ownership, and seamless control, resulting in a partially effective troubleshooting attempt that did not fully resolve the customer's issue.

V1 Case Analysis

Customer unable to access router admin page on PC; error suggests network/VPN/DNS issues. Agent provided incorrect IP (192-168-.11) and no resolution. Follow-up needed.

Troubleshooting Steps
  • Collected customer name, email, phone, model (SPNMX55), and serial number
  • Suggested connecting PC to alternate Wi-Fi/4G network
  • Directed customer to enter 192-168-.11 (incorrect IP format)
  • Repeated error message suggestions (disable VPN, remove custom DNS) without validation
Key Observations
  • Agent provided malformed IP address '192-168-.11' at [13:00], which is invalid and would prevent access.
  • Customer confirmed PC works on alternate network, indicating local network or device-specific issue.
  • Agent did not verify whether PC was connected to correct SSID or prompt customer to disable VPN/custom DNS before retrying.
  • Agent failed to mention myrouter.info, the correct local URL for SPNM series devices per KB.
  • Agent interrupted customer multiple times and lacked structured troubleshooting flow.
Positive Highlights
  • Collected full customer contact information (name, email, phone) at [03:00].
  • Successfully verified product model (SPNMX55) and serial number (555V10M28F00267) from customer at [01:00]-[03:00].
  • Attempted network isolation by suggesting alternate Wi-Fi/4G connection at [04:00].
  • Confirmed that PC can access internet on other networks, helping isolate issue to local environment.
Agent Errors / Gaps
  • Provided incorrect and malformed IP address (192-168-.11) at [13:00], contradicting KB guidance for local access.
  • Did not guide customer to correct local URL (myrouter.info) for SPNM series device, as specified in the KB.
  • Failed to confirm PC's connection to correct Wi-Fi network before proceeding with troubleshooting.
  • Did not instruct customer to disable VPN or custom DNS settings despite error message highlighting them.
  • Did not advise clearing browser cache or trying incognito mode, which could resolve access issues.
  • Repeated generic error-page advice without validating or acting on it.
  • Interrupted customer during explanation at [12:00] and [17:00], disrupting flow.
  • Did not document or reference a HappyFox case number, missing protocol requirement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The customer could not access the router UI on their PC, and the agent did not resolve this issue or achieve any meaningful outcome by the end of the call.
R2 Partially Met Diagnostic thoroughness conf 85%
The agent identified the error message and correctly listed the three common causes (device not on network, VPN, custom DNS), advising the customer to disable VPN and DNS settings, which constitutes basic troubleshooting.
R3 Partially Met Correct resolution path conf 80%
The agent followed a standard diagnostic path for UI access issues by referencing known causes and KB guidance, but did not fully assess product status or determine if a deeper configuration or firmware issue was at play.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
The agent identified the symptom (can't reach router UI) and named three evidence-backed possible causes from KB documentation, though did not systematically isolate or confirm which applied.
T2 Partially Met Appropriate tools / resources used conf 80%
The agent used the customer's description of the error message as a diagnostic tool and referenced standard KB troubleshooting steps, but did not attempt remote access or request logs despite the scenario potentially warranting it.
T3 Met No misinformation conf 95%
The agent accurately described the three reasons from the KB (device not on network, VPN enabled, custom DNS) and gave correct instructions to disable them, all consistent with documented guidance.
Communication
C1 Partially Met Clear & professional language conf 80%
The agent attempted to guide the interaction by asking for information and directing steps, but struggled with long silences and lacked smooth transitions, reducing overall control.
C2 Partially Met Confirmed understanding conf 80%
The agent used plain language and repeated instructions, but did not consistently confirm understanding or adapt to the customer’s confusion about app drops and network switching.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
The agent stayed on the case and attempted to help without transferring, but did not make a firm commitment or take full ownership of resolving the persistent access issue.
O2 Partially Met Proactive follow-through conf 80%
The agent instructed the customer to disable VPN and DNS settings, creating a next step, but did not set a timeline or confirm follow-up if the issue persisted.
O3 Not Applicable Closure confirmation conf 90%
There is no indication of prior case history or handoff; this appears to be a first-time contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and none was clearly warranted, as the issue was a common UI access problem within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
The agent remained polite and professional but did not explicitly acknowledge the customer’s frustration or repeated effort, missing an empathy opportunity.
X2 Partially Met Tone & rapport conf 80%
The agent maintained engagement and adjusted pacing slightly by repeating steps, though some confusion remained when the app dropped and networks were switched.
X3 Partially Met Overall experience conf 80%
The agent asked the customer to switch networks and recheck settings, which created some effort, but these steps were necessary to isolate the issue and avoid unnecessary repetition.
Call Transcript35 turns · 36 lines
Speaker 1
oh hello I'm trying to log on to my Linksys system at home here and it says trying to reach Linksys now you're trying and it gives me an error message I can't anymore contact my parent node in the house through the PC works fine through the phone through the PC yeah through my computer it works with my phone but it doesn't work through the PC yeah there's live
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. This is G. How can I help you today? Well, Um I'm sorry, sir, you are trying to get through the user interface or the Linksys app. OK. Okay, so internet is working on other devices aside from this PC. [silence]
00:00
Speaker 1
Loads of devices at work and everything's working beautifully, Wi-Fi works fine, it goes all through the house, no problem. [silence] My Linksys what? Yeah. Do you mean on the parent node? Okay, I've shown that, look, hang on. Okay, Recovery key, serial number, here we come. 555 Victor 10 Mother 28 Foxtrot 00267.
01:00
Speaker 2
Um-hm. Um-hm. I see.
01:00
Speaker 1
It's a SPNX 55 MX 55. okay. Yeah, it can't connect. That's right. And I've tried to obviously disconnect it. There's three possibilities. Your current device is not connected to the router's network, which is not true. The VPN is enabled. Well, I can disable that and when I disable it, it makes no difference. And then you're using a custom DNS provider, whatever that means.
02:00
Speaker 2
two six seven. Got it. Thank you. Let me just check on the exact device. Okay. Yes, this is an SP and MX 55 bundle by G e e clear. Okay. Okay. So uh let me just clarify that this computer that you're using can't get or can't connect to the Wi-Fi. It can't connect. Yes.
02:00
Speaker 1
those are three possible errors, It's 0-72 - 0-74-2-31. David Lock, D-A-V-I-D is my first name. My surname is Lock L-O-C-K Lock. It is D-D Lock, D-D Lock. Delta, Delta, sorry, I'll start again. Delta, Delta, Lima, Oscar, Charlie, Kilo, at yahoo.com.
03:00
Speaker 2
I see mm-hmm okay. So Yep, before we proceed, sure. May I have first your phone number in case we get disconnected. 2-31, got it, thank you. How about your first and last name, sir? I'm sorry. David. Okay. Mhm. Okay, and how about your email address, sir? Okay got it, thank you, sir. So sir, let me just um ask if you tried connecting
03:00
Speaker 1
No, I haven't. I haven't got another Wi-Fi source. I've only got one that's gigaclear. Not a very good one because the data here's not very good. Yeah, I have 4G, yes. Actually, yeah. Go on. Carry on. Yeah. It's not a very good 4G network. Let me put another I've plug in another network that might help. Hang on. I've got a guy.
04:00
Speaker 2
I see. Okay. Do you have a 4G network on your phone? Okay. Okay. Can you--- Yes, sure. Let's try to connect this PC here to your 4G or 5G network.
04:00
Speaker 1
I'm on the phone at the moment, darling. I'll just plugged in another Wi-Fi network to see if I can get that to work. Because the 4G is so bad I think we'll have trouble.
05:00
Speaker 2
OK. Yes, sir. Uh-huh.
05:00
Speaker 1
Yeah, I've got another, so I can log on to the other Wi-Fi network now if you want. Would you like me to do that? Okay. Okay. Okay. Yeah, it's connected to another PC network now. And um I shall see if I've got any bandwidth before we start.
06:00
Speaker 2
yes, yes, sir. Try to connect your PC, sir, to this other network, please.
06:00
Speaker 1
Fam, I'm going to read some points, so have a look. Maybe I've only just turned the other Wi-Fi on, so it might not come through yet. It says connected and secure, but see if I can try again. I'll try on another one. [silence] Maybe the other, maybe just turn the other Wi-Fi on, so it might not come through yet. It says connected and secure, but see if I can try again. I'm not having trouble with that one now. Yeah, the network's not connecting. I don't know why. But my normal network is beautifully fast, so I don't know why it's not working.
07:00
Speaker 2
I'll say, you're also on other net network.
08:00
Speaker 1
Let's... ... ...err, got... ...neabit, will... Yeah
09:00
Speaker 2
Uh-huh. Let's see if it's uh behaving the same, sir. That's, uh, that's connected. okay. So even on other networks, sir, that specific computer can't uh go online, right?
09:00
Speaker 1
So what do you to do? What do you want me to do? Oh, you want the other PC on there as well as well as the thumb. Okay. Let's see if I can do it. They're both working now. The PC is working on the other network. Beautifully. Just took time. Okay. Far away. What do you want me to type in. Yeah. I'm on the other network now. That's it. Oh, you want me to go and give it back. back to my original. Oh, I said you want back to
10:00
Speaker 2
I'm sorry sir yes sir just to confirm sir this yes sir just to confirm sir this computer uh even if it's on other network it won't go online or it can't connect So no sir we are on other networks here how about uh yes yes sir let's go back to your own networks here and then let's try to check if this is this is yes yes sir.
10:00
Speaker 1
just checking to see if the PC's are working oh I see okay let's go back to the fast one okay that's now connected and I'm now on yes very good [silence] are you doing tests at your end [silence] hello are you there yeah are you don't you're doing tests sorry
11:00
Speaker 2
Mm. [silence] Yes, yes, yes, sure.
11:00
Speaker 1
So what am I doing now then? Right. I I can get to the settings of my Linksys on my phone, yes, but not on my PC. That's the problem. Do you remember I said to you right at the beginning, I can't connect to my Linksys on my that is to say, the settings of the um the the Wi-Fi on my PC, I can get there on my phone. That's the central problem. I've got two PCs side by side, same problem. They will not connect to the network. So I can see what's going on in the network. But my phone is able to work.
12:00
Speaker 2
[silence] access to your device sir, just let me know if you're inside. [silence] Yes. So same computer or if you have other computers here, let's get through the settings of your links using that the yes device. Oh not, it not on your PC. sir, right?
12:00
Speaker 1
That is to say, I can get I can get the Internet, but I can't go in inside and see which nodes are working and which which are. Which items are connected through which nodes? Yeah. Yes. Okay, Got it. We'll do. 192 Dot 168 1 Same gains, it got 192.168.1.
13:00
Speaker 2
I see. OK. Just that. OK. So how about this here? Use one of your computer, make sure you are connected to your Wi-Fi network, and then open the browser. OK. Type this number here on the address bar. Yes, 192-168-.11.
13:00
Speaker 1
One 192 dot 168 dot 1.1. No secure. Linksys. Tying to reach Linksys now? Question mark. Same how message. It says, asking sure that, well no, it just says need help? Reset link to support, which is used. There's no option.
14:00
Speaker 2
one one nine two dot one six eight dot one dot one yes and an and and um this is not yet the link singer um do you have an option below i'm sorry what's the first option share
14:00
Speaker 1
it just says, if you're trying to, one, your current device is not connected to the route's network. Which is not true. Two, your VPN is enabled, which is not true. Three, you're using a custom DNS provider. Those are the explanations. It may be due to one of those reasons that I cannot get through. And here it comes again. Right, trying to reach links now, question mark, with some some picture underneath it with a picture of a hub. If you are trying to administer links now based Wi-Fi 7 router and it's and reach this page, it may be due to one of these reasons. Do you want to go through them all? One, your current device is not connected to your router's network. Two, your VPN is enabled. Three, you're using a custom DNS provider.
15:00
Speaker 2
is the message I guess her link is now rage, right? Uh-huh. No. Yes, please. Okay. I see.
15:00
Speaker 1
Please ensure that your device is connected to the link [silence] to NetRUIR. [silence] Close any VPN connections [silence] and remove any manually configured DNS server addresses. [silence] Then try again. [silence] Yes. [silence] Okay, we'll do it. [silence] I should do that right now. [silence] Linksys app is now opening. [silence] Takes a while. [silence] I think this is still on the old network. [silence] Let's change it back to the new to the main network, shall we? [silence]
16:00
Speaker 2
okay since you have the app here on your phone yes can you open the app please okay?
16:00
Speaker 1
Right. Now, I'm back on my original network, the same network as the Mixus. can do it. Remember, I use the phone to the alternative access. All right, here we go. Yeah, it's open. I can see the devices. Oh, it keeps going out. Why does it keep going out? I'm going to I'm going to rereboot that app.
17:00
Speaker 2
okay is it now open sure ok let's go to network administration sure tap on the menu bar in the upper left
17:00
Speaker 1
Hang on. The apps used to be dropping down for some reason. Oh, phone.
18:00