V2 Rubric Detail — ebbca64e-7419-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 00:23
Duration
5m 36s
Contact
Robert Rodriguez
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135252
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
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Ticket subject: E5400_Trying to log in using Linksys app.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency5.00/5
Overall4.4/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall93.5% (+5.5)

V2 Grader Summary

The agent correctly identified that the EA5400 does not support the Linksys mobile app and directed the customer to manage it via http://192.168.1.1. This aligns with documented support paths. The customer accepted the solution, indicating resolution. Technical accuracy is supported by product specifications, and no escalation or auto-zero triggers were present.

V1 Case Analysis

Customer unable to access E5400 via Linksys app; agent confirmed app incompatibility and advised web UI access at 192.168.1.1. Customer acknowledged resolution.

Troubleshooting Steps
  • Verified router model (E5400) and confirmed incompatibility with Linksys Smart Wi-Fi app.
  • Provided correct local access IP (192.168.1.1) for web UI management.
  • Clarified that any connected device (including iPad) can access the router via browser.
Key Observations
  • Agent accurately identified that the E5400 does not support the Linksys Smart Wi-Fi app (KB-aligned).
  • Provided correct local access IP (192.168.1.1) and clear instructions for web UI access.
  • Efficient call flow with no unnecessary loops or dead ends.
  • Customer accepted the resolution and expressed gratitude.
Positive Highlights
  • Technical advice was fully accurate and aligned with KB guidance.
  • Clear and concise communication throughout the call.
  • Effectively redirected customer from unsupported app path to valid self-help method.
  • Confirmed device compatibility (iPad) upon customer query.
Agent Errors / Gaps
  • Did not fully confirm the serial number despite partial customer input ('M 90, 10. M is a. Two alpha bravo 13605').
  • Failed to capture customer email despite explicit request.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent correctly informed customer that EA5400 does not support Linksys app and directed to use local web UI at 192.168.1.1, which customer accepted and used to resolve the issue.
R2 Met Diagnostic thoroughness conf 90%
Agent asked relevant diagnostic questions (login method, model/serial number) and used that information to determine correct resolution path based on device capability.
R3 Met Correct resolution path conf 95%
Agent selected correct resolution path—using local web UI instead of unsupported app—regardless of warranty status, aligning with documented support options for EA5400.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (cannot log into Linksys app), asked about login credentials type, confirmed device model, and logically concluded app is unsupported for this model.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools were needed; agent used available information (model number) and KB-backed knowledge to provide accurate guidance without over-reliance on tools.
T3 Met No misinformation conf 95%
Agent correctly identified EA5400 as unsupported by the app and provided correct local IP (192.168.1.1) per universal_app_transition_notice.md and universal_password_login.md.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent introduced themselves and responded to questions but did not set clear expectations or agenda at the start; call flow was reactive rather than structured.
C2 Met Confirmed understanding conf 85%
Agent adapted language to customer’s level, confirmed device compatibility with iPad, and explained access method clearly using simple terms.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction from start to finish, did not transfer, and provided complete resolution without avoiding responsibility.
O2 Met Proactive follow-through conf 95%
Agent gave a clear next step (access 192.168.1.1 via browser), which the customer acknowledged and accepted as sufficient.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted—the issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration, but remained polite and solution-focused; customer expressed appreciation, indicating acceptable experience despite lack of overt empathy.
X2 Met Tone & rapport conf 85%
Agent adjusted pace and confirmed understanding when customer asked for clarification on device type and IP address, maintaining engagement.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition, used provided model number to determine correct path, and gave direct solution without extra steps.
Call Transcript11 turns · 11 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. [sighs] 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 support bot at support.linksys.com. [silence] Have a great day.
00:00
Speaker 1
well I'm trying to connect my uh um my app to the Linksys so I could be able to access it and it doesn't let me and now it's saying I got to pay for paid support for it well the account and it says oops something went wrong we can't detect your router want to talk call us
01:00
Speaker 2
report staats 0-855-687-6778 at reddit.com R/Linksys. I thank you for calling Linksys. My name is Raquel and how may assist you today? I see. Got it. When you try to log into the Linksys app, are you using the router password for local access or the account email for remote access? I see. Okay. May I have the serial number of your Linksys router so that I can follow the track with the Linksys app? [silence]
01:00
Speaker 1
M 90, 10. M is a. Two alpha bravo 13605. The model number is E5400. Edward, 5400. Yes. Robert Rodrigo.
02:00
Speaker 2
The serial number can be found at the bottom of the router itself, uh, okay, label with S slash N. All right. Thank you. And how about the model number? Okay. Thank you. And is this your first time calling Linksys? Allow me to create a record here. May I have your first name and last name please? Roger Rodriguez. Okay. Is that correct?
02:00
Speaker 1
Robert Robb. [silence] I'm sorry, I don't know what you just said. For using, uh what? Okay.
03:00
Speaker 2
Robert, I'm sorry. All right. And may I have your email address? Robert: [inaudible] All right. Thank you. And going back to your concern while my system is checking the warranty and support of your router, upon double-checking it through Robert, the reason why it's not letting you log into the Linksys app is because it's not supporting with the Linksys application. If you're trying to manage or log in into its settings, you can actually use a browser using a computer connected to its WiFi or through wired connection to the router. And this router does not support the Linksys Smart WiFi application to manage your network. You can use a
03:00
Speaker 1
does it have to be a computer can it be an iPad okay what's the what's the IP IP address okay [silence]
04:00
Speaker 2
web web web browser you you you will uh you can log into it's web user interface using a browser by using the URL link or the IP address of the router by default it's IP address is 192.168.1.1 just make sure your computer is connected to its Wi-Fi of the router or using a cable connected wired I'm sorry what's your question again Okay yes you can use an iPad. iPad will do as long as it supports by default uh it will be 192.168.1.1
04:00
Speaker 1
And then I can log into it like that. Okay. Okay, thank you very much. Not at the time, but I appreciate your assistance. Thank you. Bye-bye.
05:00
Speaker 2
Yes, it will ask for logging in, using your router a password. You're most welcome. anything else for your Linksys router? [silence] You're most welcome. This is Raquel once again. thank you for calling Sist and have a wonderful night ahead. Take care. [silence]
05:00