V2 Rubric Detail — e81daf7a-73f5-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 20:05
Duration
10m 4s
Contact
315-759-3387
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall82.8% (+38.8)

V2 Grader Summary

The agent correctly diagnosed the EA7450 router as being in setup mode (indicated by the default SSID 'Linksys 02092') and guided the customer to reconfigure the device via 192.168.1.1, resulting in confirmed internet restoration. While communication had pacing and clarity gaps, the technical path was accurate and complete, achieving a successful resolution for an out-of-warranty device without escalation.

V1 Case Analysis

EA7450 router reset; guided to 192.168.1.1 and initial setup. Customer struggled with prompts and password creation. Agent did not verify internet connectivity or completion of setup. Call ended abruptly without confirmation of fix. No follow-up path established.

Troubleshooting Steps
  • Confirmed model and warranty status
  • Instructed customer to connect to the router’s Wi-Fi SSID
  • Directed customer to access the local web UI at 192.168.1.1
  • Guided through the setup wizard and creation of an admin password
Key Observations
  • Customer repeatedly expressed confusion during setup (e.g., [07:00]: 'I need to know how to work this') and required repetition of steps.
  • Agent mentioned a $15 paid-support fee but still provided partial assistance, creating ambiguity about service scope.
  • Agent did not verify that the internet connection was actually working after the setup was completed — a critical missing step.
  • Call was terminated by the agent at [08:00] with 'I cannot stay on the line longer anymore' due to time limits, before confirming resolution.
  • Customer attempted to verify functionality at [09:00] by asking about a 'feed test', indicating unresolved concerns.
Positive Highlights
  • Provided the correct local IP address (192.168.1.1) and correctly identified the issue as a post-reset setup requirement (transcript [04:00]).
  • Accurately explained that the router was in setup mode and needed configuration to restore internet (transcript [04:00]).
  • Mentioned the speed test feature in the dashboard as a way to verify performance, which is a valid self-help tool (transcript [09:00]).
  • Correctly identified the model number (EA7450) and confirmed it was out of warranty based on purchase date (transcript [02:00]).
Agent Errors / Gaps
  • Did not confirm internet connectivity after completing the router setup — a fundamental validation step missing (transcript [07:00]–[09:00]).
  • Prematurely ended the call without ensuring the customer successfully completed setup or regained internet access (transcript [08:00]).
  • Failed to verify that the customer understood the setup process, despite clear signs of confusion (e.g., [07:00]–[08:00] customer questions about password, interface, and functionality).
  • Did not obtain a complete and correctly formatted serial number — customer said '32. Y is in Yo-Yo. 20. M is in monkey, 29. A is in apple, 02092' — agent did not confirm or reconstruct the full serial (likely 32Y20M29A02092).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed setup completion ('We are good to go. We're done.') and stated internet was working ('It works.').
R2 Met Diagnostic thoroughness conf 90%
Agent identified the root cause (router in setup mode due to reset) and provided the correct, minimal path: access 192.168.1.1 and complete setup. For an EA-series device stuck in setup, this is the appropriate and complete troubleshooting step.
R3 Met Correct resolution path conf 96%
Device was out-of-warranty (purchased 2020, >1 year); agent provided free troubleshooting, did not attempt an unwarranted RMA, and did not dismiss the customer.
Technical Accuracy
T1 Met Technically accurate info conf 91%
Agent diagnosed the issue as setup mode based on the broadcasting of the default SSID ('Linksys 02092'), which is a valid diagnostic path for unconfigured devices.
T2 Met Appropriate tools / resources used conf 94%
The agent correctly used the local web interface (192.168.1.1) as the primary tool for reconfiguration, which is the appropriate and sufficient resource for this scenario.
T3 Met No misinformation conf 95%
Technical guidance was accurate: accessing 192.168.1.1 locally, completing the setup wizard, and distinguishing the router admin password from the WiFi password, consistent with universal_password_login.md.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent initiated call and gave clear action, but lost control with long silences and an abrupt time limit mention ('I cannot stay on the line longer anymore').
C2 Partially Met Confirmed understanding conf 84%
Agent used some unclear phrasing ('jinn dot mosa') and technical terms without confirmation, though the customer followed steps.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and stayed on until customer confirmed resolution. Took responsibility for guiding setup despite OOW status.
O2 Partially Met Proactive follow-through conf 83%
Agent mentioned a speed check as next step but did not specify how or when, and disconnected due to a time limit without confirming full resolution or offering follow-up.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 via setup reconfiguration.
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 87%
Agent did not use scripted empathy, but acknowledged customer effort by providing free support despite OOW status and $15 fee mention. Lack of explicit frustration acknowledgment lowers rating, but action demonstrated goodwill.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a steady pace and stayed on task. While tone was procedural, they adapted by simplifying steps and allowing customer to work through setup. Did not fully match customer’s emotional state but kept engagement.
X3 Partially Met Overall experience conf 86%
Customer repeated serial number due to ASR issues, but agent used it to verify device. Agent streamlined by skipping unnecessary steps (e.g., power cycle) and went straight to setup — reducing effort for this specific issue.
Call Transcript15 turns · 17 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. Please have your device 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. [silence] Hi, this is May from Linksys, second sister. Mm-hmm. Can you have the serial number of that router you are referring to? Go ahead. Um, can you say that one more time please? The S-N serial number.
00:00
Speaker 1
32. Y is in Yo-Yo. 20. M is in monkey, 29. A is in apple, 02092. [silence] Yes. [silence] It's been more than a year. [silence] Yeah, like, the lights and everything work. It just isn't-- The Wi-Fi is not working and my provider said that there's no issues on
02:00
Speaker 2
okay, yeah. I already checked it here in my end. And just to verify if it's the right device, it shows here in my end. It's EA7450. Is that okay? And this has only one year warranty technical support from the date of purchase. This is part of our legacy router already. So when you purchase this one, was it less than a year or more than? More than. Okay. And you're calling because it's not working, it's offline.
02:00
Speaker 1
there end. So it's a call, the manufacturer of the router. [silence] Yeah, by me pull it up in second. Links key 0 2 0 9 2. Correct. Yes, no, it's correct. It does pop up on my phone as available. It's Transcribe this audio from the right channel. [background conversation]
03:00
Speaker 2
If the WiFi name links is Zero two, one, nine, two is broadcasting. That only means your links says needs to be set up only in order for you to have internet. So can you see that WiFi name? Linksys Zero two, one, nine, two. So, yeah, the link says Zero two, one, nine, two. You can check it using your phone, go to settings, go to WiFi. Check if that WiFi is available.
03:00
Speaker 1
does show that it's connected with the three, you know, with the notorious Wi-Fi sign, however, nothing works when I actually go to use it, so it shows that I uh-huh. Thank you. Okay, go ahead on. 192.168.1.1. So 192.168.1.1.
04:00
Speaker 2
Yeah, probably your router is on setup mode, the reason why the internet is not active. Um, I'm just providing you this information for free. Uh, supposedly there's a charge if you want to proceed with our paid connect, $15. But I'll just gonna inform you this one for free. Um, just access actually the website 192.168.1.1. Again, it's 192.168.1.1. That one. Uh-huh. Yeah, with or without internet, you can access that one.
04:00
Speaker 1
Oh, perfect. That did work. Okay, add this. Okay, let's do that. one one. Okay. Pile on. Yeah, that's correct. So about six years. So cortex. Okay. perfect.
05:00
Speaker 2
as long as you type it on the address bar or URL bar of a browser so also make sure that the phone is connected to the Wi-Fi Linksys 02092 so that it will work okay So you have this router for more than a year, right? Uh you had this router for more than a year. our system shows here it was purchase year 2020. how was it? ah okay well it's already half of my shift so it's a pain in the tire but it's fine Okay, you can try that.
05:00
Speaker 1
[KEEP_UNCERTAIN] Okay. Okay. Okay. Okay, it's, it's fun. Trying to, to set up, so, let's see what that does. Okay. Okay. It's having me choose that. It's having me choose that. It should be good. Because that sometimes, okay. So, create a router password? What is the router password for? Oh, gotcha, okay. [silence] Okay. Can I still use my own internet? From power up. No, why do you have to cut off access? Okay, uh, router password, yes. Got it, um, [silence] website. Grand, and it works without the dongles also? You don't think they have access to my wi-fi router? Yeah. What's the username again? jinn dot mosa. What's that? jinn dot mosa. Okay. Can I use this? Yeah. Maybe. Um, it's connected two. Now, make sure that your power button is uh blue. Yes. Then, it goes to red. What does it mean? Okay. you're in. Okay, I need to know how to work this. You're in. Okay, uh, okay. Let's see, was it ADD or it say save, change, password? What's the password again? Yes. [silence] Okay. [silence] [silence] Okay. [silence] uh okay. Okay. [silence] uh, it seem that it's, um, trying not to, to set up. So, let's see what that does. Okay, uh, [silence] having me choose that. It's having me choose that. It should be good. Because that sometimes, um, okay. Okay, password it says network name is jinhmosa? [silence] um, [silence] can you hear me? Um, [silence] Okay. [silence] [silence] Why would it? Thank you. [silence] You're in. Okay. What's the password? Change your password, then hit done. Okay. There it is. Okay, I'm sure that worked. We are good to go. We're done. you still in? Don't disconnect until I disconnect you or, or we'll get bailed out for you. hang up. It works. Thank you. No problem.
07:00
Speaker 2
Oh, good. Okay. So yeah, just finished the setup after that your internet should be... Pardon? Okay, that's almost done. That's not the Wi-Fi password but that's for you to log in in the router settings if you want to access uh in the future the router log in so that's the password that you need to use. [silence]
07:00
Speaker 1
well thanks oh open can I can I ask you so in the future when it gets reset all I do is just go on 192.1968.1.1 and that should do it okay quick uh let me see if that says it now so basically it just wasn't set up so that's why it wasn't connecting oh that makes sense yeah I let me just I just want
08:00
Speaker 2
Okay. So just make sure that you can finish the setup. What happened was, uh, your router got a reset and it just needs to be reconfigured. Um, I cannot stay on the line longer anymore. since your devices uh huh. Yes. Yep. Mhm. Like someone pressed the reset button there. The reason why the router is no longer getting online. And yeah. Um. All right. Yeah. I am, I cannot stand the line longer anymore if, if you
08:00
Speaker 1
That makes sense. Yeah, no, I really appreciate that. I just wanna make sure that works. And then, is there like a feed test that you guys have to see if that's working? Like a feed test? Okay. Okay. I just wanna make sure that I get, get situated. So, oh, okay. No, thank you so much. I appreciate it. Alright, bye bye. Mhm.
09:00
Speaker 2
In the future you want to be supported, we have the $15 charge in the future just in case if you want to avail that, okay? All right. Uh-huh. Thank you. Speed test. Once you're done with that setup, it will actually route you to its web user interface. A speed check is available in the dashboard. OK. Okay. Yes, almost 10 minutes. We're only allowed to stay on the line 10 minutes for out of warranty device. Okay. You're welcome. Bye for now. Bye-bye.
09:00