V2 Rubric Detail — e645a326-610b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 18:25
Duration
13m 3s
Contact
Sylvan Cordier
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall65.6% (-0.4)

V2 Grader Summary

The agent provided technically accurate guidance and maintained ownership, but failed to verify resolution of the core issues — missing nodes and UI access. Troubleshooting was surface-level, with no diagnostic depth or follow-up plan, resulting in a partial resolution despite correct technical information.

V1 Case Analysis

Customer reported missing mesh nodes in app and no access to router UI via IP. Advised to use http://myrouter.local, bypass browser security warning, and log out/in of the app. MX4200 confirmed out of warranty. No case created.

Troubleshooting Steps
  • Suggested logging out of the Linksys app and logging back in
  • Provided direct local URL http://myrouter.local and instructed to bypass security warning
  • Explained remote access discontinuation and out-of-warranty status
Key Observations
  • Agent initially guessed MX2000 before correcting to MX4200 without verification [02:00].
  • Long silences and repeated phrasing reduced efficiency and clarity [03:00, 08:00, 11:00].
  • No case number created or referenced despite out-of-warranty status and need for documentation.
  • Customer was not guided to confirm whether myrouter.local loaded successfully or nodes reappeared.
Positive Highlights
  • Correctly identified the issue as related to discontinued remote access and provided accurate workaround using http://myrouter.local.
  • Accurately explained that remote access via Linksys Smart Wi-Fi has been discontinued.
  • Provided correct instruction to bypass browser security warning and access locally.
  • Offered logout/login steps for the app to refresh node list, which aligns with standard mesh troubleshooting.
Agent Errors / Gaps
  • Incorrectly assumed model (MX2000) before confirming MX4200 without customer verification [02:00].
  • Did not collect or confirm product serial number before providing guidance.
  • Failed to create or cite a HappyFox case number.
  • Did not validate whether the local UI (myrouter.local) successfully loaded or resolved the issue.
  • Repeated phrasing and filler ('okay', 'by the way', 'sir') reduced communication clarity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never confirmed successful access to router UI or full node visibility; agent closed call without verification of resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested logging out, switching browsers, and using myrouter.local, but skipped key diagnostics like checking node LED status, confirming local network connectivity, or testing IP access directly.
R3 Met Correct resolution path conf 95%
Agent correctly acknowledged device was out-of-warranty, set expectations about discontinued remote access, and still provided actionable local troubleshooting steps.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (missing nodes, UI access issue) but did not ask about LED states, node placement, or recent changes; root cause not investigated.
T2 Met Appropriate tools / resources used conf 95%
Issue required only KB-based guidance; agent correctly used knowledge of discontinued Smart Wi-Fi and proper local access method (myrouter.local).
T3 Met No misinformation conf 95%
All technical info was accurate: remote access discontinued, local access via myrouter.local, bypassing browser security warning is expected.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but had multiple silences, repeated prompts, and failed to frame the scope or expected outcome at the start.
C2 Met Confirmed understanding conf 90%
Agent repeated instructions, adapted to confusion about browsers and URLs, and used accessible language without jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and attempted resolution despite OOW status.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next steps (log out, use Chrome, go to myrouter.local) but provided no timeline for follow-up or confirmation of success.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation performed and none warranted — issue was within agent’s scope to guide.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and apologized once, but did not acknowledge customer’s frustration about losing remote access functionality.
X2 Met Tone & rapport conf 90%
Agent adjusted pace, repeated instructions, and responded to customer’s confusion about browser and URL entry.
X3 Partially Met Overall experience conf 85%
Agent required customer to perform all steps (log out, switch browser, accept warning) with no offer to reduce effort via remote tools or simplified guidance.
Call Transcript26 turns · 26 lines
Speaker 1
Hi, I am having issues sometimes with my internet. And on the end.
00:00
Speaker 2
Welcome to. 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.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. 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 for calling. This is F ini, how can I help you?
00:00
Speaker 1
It doesn't show all the nodes that I have connected. Yes. Correct. So, and I wanted to, I also wanted to get access to, from my computer by typing the IP address. And it seems that I cannot do that anymore. I've been doing that in the past and I don't know why it doesn't work anymore. Correct. Correct.
01:00
Speaker 2
Okay, so the app doesn't show all the online nodes. Okay. Okay, so you're unable to access the user interface by typing in the IP address. All right, so I just check the record, so this is Sylvan Portier, and email address is sylvan@east-sider.com.
01:00
Speaker 1
Yeah, correct. I think I have Insole 11 installed, um, including the water. 11. Because I am making a, um, um, I am doing a mesh system, uh, I want just to give you a little bit, a little bit of context. We home two homes that are next to each other, so they are touching each other. And, uh, we are renting, uh, apartments.
02:00
Speaker 2
So you have an MX 2000. I mean, sorry, MX 4200, correct? And how many Links devices you have in total? Come again, you have 11. Okay.
02:00
Speaker 1
inside those homes and they're making a mesh with all of those all of those nodes so everybody can access internet. Well, yeah well they are online, but sometimes some some nodes uh seems are uh not um taking the signal. So some nodes are blinking red sometimes. um
03:00
Speaker 2
Okay. But all the nodes right now are online. you have no issues with the with the connection. [silence] Yeah, I could sometimes it's lose the connection. and you have total of three, I mean 11 nodes or so there could be some decongestion on the signal, okay? And yeah, [silence]
03:00
Speaker 1
yeah, yeah, uh, I have not, uh, logged out, so maybe I should do that and check. Uh, how can I log out from the app? Uh, oh, I don t know where I can log out from the app.
04:00
Speaker 2
By the way, I just checked the warranty status of your device the MX4200 and it says here, sir, that your device is out of warranty, okay? So, that just means it's no longer covered for free technical support. With regards to your app, okay, with regards to your linksys app, have you tried signing out and I mean, logging out or closing the app and opening it back and checking if the nodes are, all the nodes are there.
04:00
Speaker 1
Maybe on the accounts. Okay. Okay. Okay. Sorry. Say it again. The links is what I, what, what has been discussed. Remote.
05:00
Speaker 2
Yes, try to go to account. By the way, just to uh inform you sir, just to set your expectation that the Linksys Smart WiFi remote access website has been discontinued. Okay? But however, your router and internet connection will still continue to work normally. The Linksys Smart WiFi remote access has been discontinued. Just recently. Yes, the Linksys smart wi-fi remote accessor the remote access um feature, yes.
05:00
Speaker 1
Okay. So, what does this mean? In fact, that you, you cannot help me or what? Should I, should I be able to still access. [silence] Oh, okay. No core access. Where do I say that?
06:00
Speaker 2
So, that means you're no longer able to access your router remotely. We can only access it locally by accessing myrouter.local or the router IP address. Well, you can still you can still access the devices or you can still access your router but locally. Okay, once you open the linksys app, there's an option there local access. Yes, sir.
06:00
Speaker 1
where do they see their local access? no not yet okay I see okay okay I see okay okay okay so I'm going to log out all right
07:00
Speaker 2
did you, did you already try to log out from the, yeah, you need to log out first from your account? Yes. So once you're logged out, you have an option there to log in, I mean, local access and it's going to ask for your router password. Or you have you also tried adding the nodes back, sir? If you want to add that if you're no longer seeing some nodes, you can actually try to add the node and then just manually add it of course you can add it you have to add it one at a time so once you already um, have the address there or the IP address you already typed it in that's where you uh, click add it one at a time.
07:00
Speaker 1
Yeah. Yeah, I've done that because I was trying to, I was trying to add extra nodes because I saw some nodes were losing the signal. So I was trying to add extra nodes because I had two extra nodes that haven't been set up. So, I added one node for example like a couple of days ago, and it seems it didn't really help. Are you there?
08:00
Speaker 2
[KEEP_UNCERTAIN] Yes, okay, well, if that is the case, yes, well, if that is the case, yeah, um, the only way for us to be able to check, okay, uh is to try to close the app and re-open it. If it's still [silence].
08:00
Speaker 1
Okay. Uh. Uh, it works on Google Chrome. I use the, I trade on my Mac using Safari and maybe that's the reason why it's not uh working. [silence] Okay, so mom moment. Let me just type that for a quick.
09:00
Speaker 2
not showing all your nodes you may try logging out and then logging it back in all right and if there's still issue with the app you may try opening the router setting by using a browser okay you may open google chrome use your computer and yes you may try using other browsers like google chrome and go to htt p colon slash slash my router.local
09:00
Speaker 1
I have ch="L"> Chrome available on my Mac. Okay, so http, so say it again. Okay. yeah my router. Yeah. That's it. My. I'm trying to go. Okay, and I'm on the page and it says,
10:00
Speaker 2
Yeah, that's HTTP colon slash slash myrouter.local. Mm-hmm. Yes, and then enter.
10:00
Speaker 1
your connection is not private [silence] Yeah, okay.
11:00
Speaker 2
Yes, you can just go to advance and then proceed. Proceed to the length. [silence] So actually, those are the those are the options, sir, for you to be able to access the router settings. Right? I apologize.
11:00
Speaker 1
[silence] [silence] okay uh-mhm. Th-mhm. Okay. Okay. Good. Thank you. No, I think I'm good for now. Thank you. Okay. Bye.
12:00
Speaker 2
walk you through the processor. Since your device is already out of warranty, so this one is no longer covered for free technical support. So I can actually refer you to our website, which is support.Linksys.com. You can find their articles on how to access your router through the web interface, okay? and you can also take advantage of our AI at the bottom right. Okay. Thank you so much for your time, Sir So then. Would there be anything else, any clarifications? Okay then. Thank you for your time. This is Abby from Linksys. Thank you for calling. Have a great day. Bye bye.
12:00