V2 Rubric Detail — ebcb6c60-650f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 21:04
Duration
34m 39s
Contact
Alston Williams
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall86.1% (+30.1)

V2 Grader Summary

The agent achieved a full resolution by correctly diagnosing a MAC address sync issue and guiding the customer through recovery key login and MAC cloning, resulting in restored internet. Technical accuracy and ownership were strong, but communication could have been clearer and more empathetic during the customer's repeated confusion, leading to partial scores in those areas.

V1 Case Analysis

Customer had solid red LED and no internet. Performed modem/router power‑cycle, accessed admin page with recovery key, cleared MAC‑clone settings, rebooted router; LED turned solid blue and internet returned.

Troubleshooting Steps
  • Power‑cycled modem and router
  • Accessed router admin page via 192.168.1.1
  • Used five‑digit recovery key to reset admin password
  • Navigated to Connectivity > Internet Settings and cleared MAC‑clone entries
  • Rebooted router
Key Observations
  • Agent never asked for or recorded the router model, serial number, or warranty status.
  • Agent gave several inaccurate instructions (e.g., 5‑press reset, entering NCPA.CPL, incorrect MAC‑clone steps).
  • Communication was fragmented, with frequent misunderstandings and little empathy.
Positive Highlights
  • Eventually guided the customer to the router admin interface and restored internet connectivity.
Agent Errors / Gaps
  • Did not collect product model or serial number.
  • Provided wrong reset method (5‑press) for the device.
  • Introduced unrelated commands (NCPA.CPL) that are not part of router troubleshooting.
  • Failed to confirm each step’s outcome before moving on.
  • Limited empathy and repeated unclear phrasing.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirms success: 'It came true. Connected ma'am. You're a hero.' Internet is restored and verified.
R2 Met Diagnostic thoroughness conf 97%
Agent conducted a logical sequence: power cycle, 5-press reset, recovery key login, MAC cloning, and correct reboot order — all advancing resolution.
R3 Met Correct resolution path conf 95%
Agent correctly diagnosed a configuration/ISP sync issue, avoided unwarranted escalation, and applied a permanent fix appropriate to the product status.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified symptoms (solid red LED, no internet), asked about modem status and direct PC connection, and logically deduced need for MAC clone.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used local router access (192.168.1.1), recovery key reset, and MAC address capture — all necessary and correct tools for the issue.
T3 Met No misinformation conf 97%
All technical steps (5-press, recovery key, MAC cloning, modem-first reboot) align with Linksys KBs; no factual errors observed.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent lacked initial framing and had moments of disorganization (e.g., unclear instructions for NCPA.cpl), but eventually regained control.
C2 Partially Met Confirmed understanding conf 80%
Agent slowed down when asked, but used unexplained jargon like 'MAC clone' and 'physical address' without confirming understanding.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 95%
Agent clearly explained future reboot sequence: 'turn on modem first, wait, then turn on Linksys' — a realistic and complete next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent showed politeness and closed warmly, but did not acknowledge customer frustration during repeated failures or confusion.
X2 Partially Met Tone & rapport conf 75%
Agent adjusted pace when requested, but did not simplify technical terms or check comprehension after complex steps like MAC cloning.
X3 Partially Met Overall experience conf 70%
Customer had to re-enter MAC address multiple times and repeat steps due to unclear instructions, increasing effort unnecessarily.
Call Transcript55 turns · 62 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 dot link sys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back. Thank you for calling, Linus. This is May. Can I help you?
00:00
Speaker 1
I said again, they're available on the computer. Oh, no. Oh no, I don't see it. I clicked on show available networks and it was just, okay, there now. It's a that's not yeah, I see it. I hit connect. But give me a minute. Not checking internet. Isn't it just
01:00
Speaker 2
uh-huh, okay, is there a, is there alt-ther solid purple right now? What's the color? Can you still see the Wi-Fi that you created? Is it still available to your Wi-Fi list? Your Wi-Fi nont uh on computer phone. Yes, click on connect.
01:00
Speaker 1
Okay, just checking network requirements. It's still saying that, check network requirements. Yes, ma'am. Yes, ma'am. No internet, um, no internet service. Disconnect. I can't understand you. Wait, wait, wait. If you give me instruction, ma'am, I didn't understand what you say. Say it again slowly.
02:00
Speaker 2
Yeah, while it's, uh, doing that, I am, I'm talking to, uh, Austin William right now. Let's take that out of my little box. Mhm. It took a while to connection. Can you figure all of the stains to now have a Wi-Fi is the lock on one set already done to boot up your, your parental only a plug it for 30 seconds in the piggyback man. Oh yeah, sure. Since it's not.
02:00
Speaker 1
[silence] I did I did I did if it turned blue when I plug it back in and then it turned to red. And the modem is saying Linksys set up WL W77. Oh no you want me to reset you want me to you want me to reset the the router? click click it five click it five times. Okay give me a minute. Okay give me you gonna hand me when I'm doing it come and say it out loud you're gonna make me.
03:00
Speaker 2
working right now, you can try to unplug or just using the switch at the back of your router just to switch it off. Okay. If that's the case, then go ahead. The Wi-Fi that you're connected right now is it development setup or links is setup? What's the name? Okay. Just the reset that you did, did you press it five times? Press release, press release, press release. Five times. Yeah. Yes. Within five seconds. No. No. Then unplug the router from the power outlet. Wait for about 15 seconds, then plug it again back into the power outlet. And then the feature to Marking characteristics are click here. And then after that, extend the range of your Wi-Fi coverage. Okay. Sounds good. Let's let's try that. Okay. Thank you.
03:00
Speaker 1
A it's been, been, been, been just one sec, wait. Just one sec. One, two, three, four, five. It's blinking, blinking, blinking, blinking, blinking, blinking, blinking, blinking, blinking, blinking, blinking, blinking, blinking. Okay. It went to green, then it went to yellow, then it went to red.
04:00
Speaker 2
mhm. aha. black reset button, actually. but for your router? mhm. but not flashing, right. okay. you can now check the wifi list if you can still see the linksys wifi name.
04:00
Speaker 1
Yeah, I see it. Um, no internet. I'm gonna hit uh, well we connect automatically when in range. Yeah. Um, go back to it. Uh, what does it do? You're doing Wi-Fi password. Um, no. Let's go back. Go back. Go back. It does. I see it talk about my, my credit. Oh, that's one. You know, I'm trying to put in the password. Open my Instagram. When I click it, it's bringing me to this page that says network and internet, Wi-Fi and it shows the name of the router. Wi-Fi network password show. Okay. Okay, let me make sure that's the right password, okay. Let me make sure. Okay, we didn't put our baby C thing, right? Mhm. Uh, you have to share the password. Yeah, it is. It is all capital, yes. 777. Yeah, and to connect. Okay, it's closed. Yeah, that's the right password. And I have it on a private network. I see, I seem to be doing everything. Okay, and about me say, random hardware device. Should I? Is there anything you want me to tell you what's in that dialog box. The router is still solid red. Hello, ma'am. Yes, the router, you said no Internet, no Internet to kill disconnect. What's it like this? Connect, connect. Say that again. I, Yes, I did, I plug out the router first and then I know sorry, I plug out the modem first and then I plug out the router and then I plug them both back in. It's okay. Okay. Okay. [silence]
05:00
Speaker 2
Mm-hmm. Still there's still no wi-fi or connection right now. We need to test or to check the modem if it's still active or not. Uh, do you have a uh computer there that we can wire directly to the modem? [silence]
07:00
Speaker 1
Give me a minute, ma'am. I know exactly what you want me to do. Okay? Give me a minute. Okay. I'll turn this computer on right here. And then we'll run the internet. Silly wandering stuff. Okay. So you want me to plug this directly in to the modem. Okay. So the router to the modem, sorry. Yes. Yes. Yes. I mean the modem. Okay. For better way. And how cut the computer is gonna get that we should don't lose the cable on even eventually making it in here. You know I'm learning, learning careful. moment.
08:00
Speaker 2
Okay, sure. Is that 2ME compilation one you have? It's like this. You need- yeah. Totally bypass linksys and connect your computer wired directly to the modem. Modem not linksys but modem. Okay.
08:00
Speaker 1
Nobody computer is boot up. Oh hello. Okay. okay. boot it up. Do we have any internet? It's not fully booted yet, but I'll let you know when it come all the way up. Can you see if I have an internet connection? Maybe we have an internet. It don't look so. Okay, hold on. Okay, man. No, it don't look like I have an internet connection on the uh on the desk the other desktop that I had used earlier and it had an internet connection earlier. I'm bringing up the browser. But I have a new in uh on the bottom right corners. There's no internet yet. then I'm bringing up a browser just to, you know, so should I refresh the router? I'm in a modulator? Okay, I'm gonna do that. Yes, yes, yes. Okay, give me a minute.
09:00
Speaker 2
If there's still no internet, wired to the modem, you can try to restart your modem, while your laptop is wired to it, okay? you can try to restart it for 10 seconds only, and then turn it back on. mm-hmm.
10:00
Speaker 1
Five, six, seven, eight, nine, ten, eleven, 12, 13, 14. right. Probably did not return me. threat is. is all button is up, but nothing else so I will now. Slap. There you go. To the main. I'm going to bring up this thing if I can see you you can bring it up. Only power in the modem box so far. Not online. Okay. Um. no one. No. No longer. No. coming on is. the online button just came on. it's. wait, wait ain't fully see what the. okay, it might be solid now. Yeah, okay, wait. stop. I ain't fully solid yet. now, let me see if I have an internet. come on, you. No. No, man. I'm silent now. But the way, do you want to allow this PC to discover by other PCs? And. Okay, no. Just give me a quick minute, man. No, no, no. Uh-huh. Give me a minute. Give me a quick minute. Okay, miss. I have internet connection.
11:00
Speaker 2
Okay. If your computer is still unable to detect connection, you have to call your internet provider. Let them know that we already rebooted the modem, but the computer wired directly to their box is still offline. They just need to re-send the signal there at your house.
13:00
Speaker 1
you heard me? mm-hmm. wait, wait, wait, wait, should I do that on, which, which computer should I do that on? anyone? okay, okay, so N. yes. on the bottom left corner with a question mark is type. I have 10. OK, go ahead. mm-hmm. you got your CGI.
14:00
Speaker 2
Yeah. Yeah, internet. You're finally able to go on line. Just... uh, [access this] one on the lower right side of the page. I mean lower left. There's a small search box there. Type there these letters. It's N for [nancy] See the one that is hard word to the modem now. That computer. It's 19 uh, that's N for Nancy. C for cat. for papa. A for alpha.cgi. Oh, [1 second. you have there NCPA, please delete everything. Hmm not that one. Select delete everything instead and then type there. N for Nancy. T for cat. T for Papa. A for alpha. Dot. Yeah, Papa Alpha. It should be A for alpha dot CGI. Dot T for cat. P for Papa. L for Lima. So NCPA.CPL.
14:00
Speaker 1
CPL. [silence] one minute. [silence] mmm. [silence] I think I typed the wrong thing. [silence] Sorry. [silence] I'm going back to. [silence] Mhm. [silence] Yeah. [silence] Did you say CP L? [silence] I don't understand what you're saying, man. I can't really come back. Let me tell you what I have so far. C as in Nancy, no, sorry. N as in Nancy, C as in Cat, C as in Paul, A as in Apple, dot, C as in Cat. [silence]
16:00
Speaker 2
yeah, that's CPL. Charlie Papa Lima. Let me... It should be N for Nancy, C for cat, P for Papa, Alpha, dot, C for cat, P for Papa, L for Lima. So NCPA.CPL. Like Poland, Czech...
16:00
Speaker 1
P as in Paul and L. Okay, enter. Okay, network connections came up. Yes. Yes. Start to start. Okay. Ready? Go to detail, detail, ah, click it. Mhm. Okay, what do you want to come in there? Mhm. Okay, okay, give me a minute, give me a minute. Wait, wait, wait. IP.
17:00
Speaker 2
You got it, right. That's correct. Actually, press enter. Good. Right click there, Ethernet. And then go to status. And then go to details. And and then, uh, check there what's the physical address. What's the physical address?
17:00
Speaker 1
where would I find an IPv6 address? huh? physical address I see it I see it physical address nine eight dash E as in apple E as in apple dash C as in cat B as in boy dash four F as in Frank dash C as in cat seven dash Looks like zero A as in alpha. Yeah, but after the B I know I hear you say four F. That's what you said? after the B? yes
18:00
Speaker 2
It's under details there should be physical address there under details did you uh I have here nine eight echo echo Charlie boy f rot Charlie seven zero alpha is that right uh it should be number four and then f for factor F for
18:00
Speaker 1
give me a man IP okay 24 193 114 147 okay in a minute so what is the correct you really don't want to do use so much so really what you want to do is unlock the broken bank right you put this black one back in there okay boom okay
19:00
Speaker 2
Okay. Okay. Okay. Okay. And then I need as well the IPv4 address. What's the IPv4 address? Okay. So you will now disconnect your computer and then reconnect the modem back to the router. Mhm, sure.
19:00
Speaker 1
I plugged it back from the, uh, router to the modem. The router is blinking blue now. Wait a minute. Uh... Uh... Uh... You want me to go and, uh, turn it off? Just a second. Uh, this is where you're... Uh, if you find a, uh, certain problem while you were on aim, uh, you're gonna I'll be trying to reconnect. It's okay. You connected? You heard me? Uh, um, it's okay. Uh, you heard me? Can you hear me? Yeah, I can hear you. Yeah, okay. Where do you think the problem is? I plugged it back into the modem. Yes, we're in a router. And if you find a certain problem, find a certain problem interfacing your controller router with your modem. Well, it's a, um, Reerve. It's a desk top. It's in another room. Okay, well, um, that's where the problem is at. Okay. Are you at another room right now? No, I'm at the desk. I'm at the, uh, computer, with my problem, router, problem. Can you bring me your laptop, please? Um, not right now. I don't have the, uh, battery charged. Battery's charging, Larry. Would you rather me unplugged my desk or would you, would you just want me to keep using this specific mic? and contact with your... It's okay. The Quick Air just turned, um, just a blinking blue.It came back to blink and the back blue. Um, but, um, there's a few of us still trying to reconnect. He's like, how is it? We have a problem here between the router and the modem. Sure. Plug it, um, sorry, can you plug it within in two minutes after you unplug it? Can you give me a second?
20:00
Speaker 2
Okay. Okay All right, so connect now to the Wi-Fi of the Linksys. Even though there's no internet, just connect your laptop. We will, we're gonna access its settings. Access their settings. Yeah. Connect it wirelessly. Is he, is it Wi-Fi capable? Your laptop? Um, ah, okay. That's fine. Do you have an iPad? Um, If can you connect that desktop wired to Linksys? Do you have extra Ethernet cable?
20:00
Speaker 1
Yes? Yeah, but, yeah, that's how I have it. Yeah, I have, it's coming from the, um, let me explain what I have. I have it coming from the modem, to the Ethernet port, on the router. Okay? I have the, main computer, connected via, the router, to another Ethernet port. So, what do you want me to do to, turn on the laptop and connect Wi-Fi? But the desktop, I have right here, can't connect Wi-Fi, the, the, the laptop? Yeah, yeah, but.
21:00
Speaker 2
The connection should be like this modem to the internet port of the lynxest router and then desktop to the Ethernet ports at the back of the routers. Can you do that? Okay. So that's. Mhm. Mhm. Mhm. Mhm. Mhm. Yes. Your desktop it is it connected wired to lynxest right now or not? the desktop computer you have I standing is it connected to [silence]
21:00
Speaker 1
I can disconnect it. Yes, yes. I can disconnect it. Okay, so tell me what you want me. So tell me what you want me to do. 192. Yes. 192.168.1.1.1. Okay, that's correct. double on your picture up the phone. Oh yeah, okay, now, okay. Exit the exchange. Okay, to connect it, right? I want to. Exit the exchange. Yes, please. Okay. Okay. Okay. Okay. Okay. Okay.
22:00
Speaker 2
the link says why it it's okay that even a better connection if it's physically wired the link says just keep that okay so you think still your desktop I need you to open a browser even though there's no internet it's fine we can still log into router settings with or without internet so type there on your address bar so once you pull up a browser yeah correct 192.168.1.1 yes
22:00
Speaker 1
in Bin Soldier remand?Enter.
23:00
Speaker 2
192 dot one six eight dot one dot one and the router password is it asking for router password now? that's the recovery key five digit code on the sticker underneath your Linksys yes you have to ah not the one, two, three, four, five. that is just an example. kindly check the sticker underneath your Linksys the recovery code is there ah sure take your time yes the recovery key [silence].
23:00
Speaker 1
Okay, the recovery key is zero zero eight one three. Submit. Okay, creating a new admin password. Uh hint, so this is a new password to get into the router. I mean, can I just type, um, let me, let me think. No my is this the same password i was given to get into the Wi-Fi or this is different just to get into the router? Okay, okay. Okay, okay. Okay, okay. Just want.
24:00
Speaker 2
Mm hm. Correct. You have to remember it from now on. oh, um, just to get into the router settings.
24:00
Speaker 1
The first thing it says to choose to connect admin connect. Oh, okay. Okay. I got to type in in the way. It's going to give us give me the same number. That's. I used to me. That's the best thing. I said. Okay. Just try these. Uh-huh. point. Okay. Um-u-bu-um. Um-hmm. Reset. And do same old same old Wi-Fi. Okay. Reset. Let me just let me the way. Okay. It brought up the dashboard. and it's saying no internet connection. network status. connectivity. I'm seeing, I'm seeing. Yeah, I think, yeah, sorry, it's coming up. Yes. click the box. Clone my PC math. Yeah, I did it. Yeah, I did. will will be totally up again. Echo 8 9. Frank a. 80 8
25:00
Speaker 2
okay now go to Connectivity that's on the left side Connectivity under router settings click Connectivity and go to internet settings and uh tick the box enabled for Mac clones Yeah click that and the numbers that showed up the numbers and letters is it 988 Echo Echo Charlie Boy is that what you can see there it's by the boxes Yeah [silence]
26:00
Speaker 1
81 Frank eight nine nine you know it didn't [silence] click clone my PC Mac again Okay nothing [Silence] with applying changes and let me [silence] and and and and say what [Silence] it [Silence] and asking me [Silence] [silence]
27:00
Speaker 2
that's what you have. It's different from what we've got to the modem earlier. Your desktop is really wired. The link is there. So now let's try that number first. If it will not work, we will input the one that is coming from the mode. Now, can you try to click again, click on clone my pieces Mac to see if the numbers will change? Click again clone on my piece of map option. Yes. Okay, just click apply now click apply click okay apply.
27:00
Speaker 1
Okay, so I'm gonna say okay. Okay. You told me to say that. I still can't say wait. Mm-hmm. Give me a minute. Give me a minute. Don't say. Okay. Oh, come on with that option. Man. I'm gonna have to speak loud and clear. Okay, what do you want me to do now? No. Say that again. It says no Internet connection. I have it checked next to the. The laptop.
28:00
Speaker 2
Now, once it's already saved, go back to the main dashboard. Check the network status. If it's showing, connected. Still having one X mark.
28:00
Speaker 1
Top. The router in the middle, but then it's clustering mark in red to the internet internet. Yes. Yes. Yes. Okay I'm deleting them. Yeah. Yeah. Yeah. The problem is if every time I disconnect the cable from the router, I'm going to have to go through this again. Okay mom is clean. Tell me what you want me to type. Yes.
29:00
Speaker 2
Mhm. So, you can go back to connectivity again. Go to internet settings. And this time, I need you to delete all those numbers and letters inside per boxes. You have to replace it with this one. Let me know if you're ready. And for the first box, type there nine, eight, for eight, nine, eight.
29:00
Speaker 1
yes yes F for flower oh wait for wait the number four F for flower ok E seven C seven yes click apply let me tell you what I have nine eight echo echo C as in cat B as in boy silence
30:00
Speaker 2
for the second box that should be echo, echo. third box should be Charlie boy. number four, echo flower. Charlie. yes. and then Charlie seven. no, Charlie seven. at. yeah, seven. and then zero, alpha.
30:00
Speaker 1
four, Frank. Charlie, seven, zero, Alpha. Okay. Okay. Mm-hmm. Say wait. Say wait. Okay. It went. Watch the next. Go back to No internet connection.
31:00
Speaker 2
Okay, just pick up lie and then, okay, click Network Stats. Just click okay. Check again the main page, press the page again. [silence]
31:00
Speaker 1
Wait. It's telling me to wait. Yes, it'll wait. Wait in. I mean, to, you know. yes, it turned to solid blue. yeah, it turned to solid blue. and drawn in the corner, it could look like it could look like the internet came on. So, let me see something. Should I or just wait for this thing to finish? keep saying wait. Just what I did, and it's telling me to wait. yes. ref, refresh it again? Or ref, wait for it to, it, say that again? Okay. hmm. still saying waiting.
32:00
Speaker 2
aside from that one. Just click go back to troubleshooting. I mean click troubleshooting. Oh, it's still saving. the router's led on top, is it solid blue? I mean in the front of that. okay. That means it's already online. Just reload the page actually reload. aha. Yeah, you can try. You can refresh it again.
32:00
Speaker 1
Uh-huh. It came true. Connected ma'am. You're a hero. You're my hero. Uh-huh. Let me check this thing over here. Okay this is what I really want to check because I even want to talk. Let's see. Which way? Boom. Eureka! Uh-huh. I'm thank you so much. You made my day. You made this thing. But let me ask a question before you go because I'm a customer used in the old router and does this mean every time I unplug it, I have to go through this reset in process? [silence]
33:00
Speaker 2
Okay, good. You can check your connection now. Check if you are online. Try to visit any website. It's working. Yes. You're welcome. My pleasure. Go. Ahead. No need. It's like this. If ever you loss internet connection from the modem, like it's confirmed that they have like problems and once it got fixed but link still remains offline, you just need to do a reboot process. Wherein you have to [silence]
33:00
Speaker 1
Okay. Thank you so much. Thank you so much. Okay. Alrighty No, ma'am. No. Thank you very much Thank you. You have a nice one too Alright, ma'am. All right
34:00
Speaker 2
plug both and then you need to turn on after 30 or a minute the modem first. Wait for your modem to totally boot up before you turn on linksys because linksys will then able to connect back to modem. It also applies if there's power outage, no need to reset the router, just proper boot up sequence. All right you're welcome. You don't have any other concern or question, you're well, you're always welcome, Alma. Thank you. Bye-bye.
34:00