V2 Rubric Detail — ec39de50-7646-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 18:50
Duration
24m 50s
Contact
Risamar Palomera
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135429
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
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Ticket subject: EA8300_Dropping of internet connection.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall88.3% (+32.3)

V2 Grader Summary

The agent successfully resolved the connectivity issue for a legacy device using a factory reset and web UI reconfiguration. While the agent misstated the default admin password and the correct 'online' LED color (white instead of blue per KB), the core technical process was logical and effective. The customer confirmed connectivity at the end, and the agent demonstrated ownership, empathy, and appropriate best-effort support for an out-of-warranty product.

V1 Case Analysis

Customer reported intermittent internet and orange globe LED on router. Agent performed a factory reset, guided the customer to reconnect to the default Wi-Fi (Links 388), and access 192.168.1.1 to re-configure SSID/password. Customer confirmed restored connectivity. No model/serial collected. Advised hardware may fail again; no charge applied.

Troubleshooting Steps
  • Advised to plug router directly into wall outlet (not power strip).
  • Instructed to perform factory reset (hold reset button 15 seconds).
  • Guided customer to connect to default Wi-Fi SSID (Links 388).
  • Directed to access router UI via 192.168.1.1 and complete setup wizard.
Key Observations
  • Agent failed to collect model or serial number, violating core protocol.
  • Provided incorrect default admin password ('DMIN' instead of 'admin') — a critical accuracy error.
  • Gave materially incorrect URL instructions: mispronounced '192.168.1.1' and incorrectly spelled 'myrouter.local' as 'L-a-C-L'.
  • Confused customer with mixed messages about a $15 fee, then waived it without explanation.
  • Call flow was inefficient with repeated browser access attempts and no clear control.
Positive Highlights
  • Identified potential hardware fault based on LED behavior and legacy status.
  • Provided correct location of default Wi-Fi credentials (on router label).
  • Successfully guided customer through factory reset and re-configuration process.
  • Confirmed post-reset connectivity and advised on potential recurrence.
  • Waived fee appropriately for out-of-warranty hardware fault.
Agent Errors / Gaps
  • Missing collection of product model, serial number, and warranty status — a severe protocol failure.
  • Provided incorrect default admin password ('DMIN' instead of 'admin') — a critical accuracy error.
  • Gave materially incorrect URL guidance: mispronounced '192.168.1.1' and incorrectly spelled 'myrouter.local' as 'L-a-C-L'.
  • Created confusion by mentioning a $15 paid-support fee and later retracting it without confirming eligibility.
  • Failed to confirm device type or topology before troubleshooting — led to generic, unvalidated steps.
  • Did not verify if the customer was accessing the correct interface or confirm successful login before proceeding.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms connectivity: 'I think it went through... I am already connected... it lets me go through,' and agent verifies globe light is on. Issue resolved via reset and reconfiguration.
R2 Met Diagnostic thoroughness conf 90%
Agent conducted logical troubleshooting: checked power source, observed LED behavior, performed factory reset, guided re-setup via web UI. Steps advanced resolution meaningfully.
R3 Met Correct resolution path conf 90%
Agent correctly identified device as legacy/out-of-warranty, offered full best-effort troubleshooting instead of dismissal, and advised upgrade only as future recommendation.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptoms (no internet, orange globe, rebooting), asked relevant diagnostic questions about power source and LED status, and logically progressed to a factory reset and reconfiguration.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used the local web interface (192.168.1.1 and myrouter.local) to guide the customer through the setup wizard, which was the necessary tool for reconfiguration after a reset.
T3 Partially Met No misinformation conf 95%
Agent provided mostly accurate guidance but made two technical errors: 1) Stated the default admin password is 'D M I N' (KB does not list this as a universal default; passwords are typically on the label). 2) Stated the internet connected light is 'solid white' (ax_maxstream_wifi_connectivity.md specifies 'solid blue' for online status).
Communication
C1 Partially Met Clear & professional language conf 70%
Agent maintained general control but lacked clear framing at start, had multiple silences, and showed momentary confusion about Wi-Fi name disappearance.
C2 Met Confirmed understanding conf 85%
Agent adapted language to customer’s level, confirmed device type (iPhone/Android), used simple terms, and provided step-by-step guidance effectively.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all troubleshooting, did not transfer, and honored commitment to assist without charging.
O2 Partially Met Proactive follow-through conf 70%
Agent explained next steps (reset, reconfigure, monitor) and suggested replacement if issue recurs, but did not set a specific follow-up timeline or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact. No handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—the agent successfully resolved the issue at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy: 'I don’t want your money to be wasted,' remained patient during interruptions, and closed with warm, personalized tone.
X2 Met Tone & rapport conf 85%
Agent matched customer’s pace, checked understanding ('iPhone or Android?'), and adjusted instructions based on feedback and observed confusion.
X3 Met Overall experience conf 80%
Agent avoided repetition, guided setup in real time, and minimized customer effort by walking through each step without unnecessary holds or reboots.
Call Transcript42 turns · 44 lines
Speaker 1
Yeah I don't I think the long Hello Hi, I was calling to get help with my router but from what I was told the other day it's out of date.
00:00
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 one now. For out of warranty products, paid support, please have your devices 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. How can I assist you? [silence]
00:00
Speaker 1
You have to pay $15. Yes. Correct. Yeah. Same issue. Yeah, it's not working. Yeah. The light's not on the router either. Uh, right now, no. Yeah. It hasn't actually had a light for the last - since I've been calling. So it works, but it's dropped. I'm sorry. Okay. [silence]
01:00
Speaker 2
Uh-huh. Okay. Am I- uh- is this uh- Resamor Polomara that I'm talking to? Okay. Indeed, your router is already one of our legacy device. And then, it was uh- are you still calling for the same issue, which it still drops the internet connection? Oh, no lights anymore? Okay. um, check your wi-fi list. Very, before we'll proceed to the payment. Let me just check if this router can still be recovered or not. Go to the settings of your phone and go to wi-fi.
01:00
Speaker 1
Okay,
02:00
Speaker 2
and then uh-huh okay so your phone is connected to that Wi-Fi now but the status is no internet
02:00
Speaker 1
Wi-Fi on the router? Turn it off? Okay. Okay. One second. One second. So now it says not connected. But I can see. I can see it. My network, it says side, but the other one's gone. So I have. Hmm. right now that it's
03:00
Speaker 2
under router itself. I'll try to turn off the router and check if that WiFi name will still show up. Let me just make sure that, yeah, just switch it off. And the name is totally gone to the WiFi list. Okay, that only means, uh, pardon I'm quite confused. So, the name you're referring to earlier is no longer there broadcasting, right?
03:00
Speaker 1
It actually just went away, so they both went away. So now that it's off, I can't see any, because I have two. I have yes. Mm-hmm. Okay. I light on the bath. Yeah, that one's internet. Correct. Mm-hmm. Right. Oh, so it just went on. And then there's the little world. [silence]
04:00
Speaker 2
Uh-huh. And what network are you saying that it's still showing up? See Wi-Fi networks. because your Router is dual band. It can broadcast actually tri-band, but two 5 gigahertz and one 2.4. You can now turn it on and once turned on, check the LED at the back if there's something that is gonna flash. Yeah. There's a blinking yellow light and a steady green light, right, at the back of the router. However, the Linksys logo in front, it's not lighting up, the globe icon.
04:00
Speaker 1
Yeah, the globe and then on top, it's like a little plug, but that turns off. I don't know if it's supposed to stay on or not. I never really noticed. So, the globe is still on. Let me see. Yeah, it's orange. It's usually blue. Yeah, it's orange. Um, it it's still orange, yes. No, so now now the globe is gone. Yeah, it's gone now. And then it just stays gone. Yeah, it it pops up.
05:00
Speaker 2
Yeah, because if that's, uh, orange that means it, the internet is not working, but that should lit up right now so it's still correct solid white when the internet is connected okay? But earlier, there's no globe icon on top, right? Okay now check your Wi-Fi list. if your Wi-Fi is still available
05:00
Speaker 1
It's connected to my my spectrum box. it's connected to a power strip. correct.
06:00
Speaker 2
Okay. Um, it's connected directly to the outlet? The sur router? Or it's connected to a power strip? I mean the power plug, is it connected to a wall, I mean a power strip or a direct power outlet? Good. and it's still using the power adapter that came with it, right? Okay. So if that's the case, then it's only the LED indicator that is no longer working on your router. It is already a hardware issue, which on the Linksys User Interface, there is no option which we can play around with it because it's already the hardware of your router.
06:00
Speaker 1
yeah I check on and off. no it dropped so it turned on again and then now it's gone again. it was on and then it went off again. [silence] no I haven't I haven't plugged it into the direct it's it's on a uh strip. so should I try clothes?
07:00
Speaker 2
[silence] Though the light is not turning on, your internet connection, is it just working fine? Oh, okay, it's it seems like the router is rebooting. Can you see a light again on top of it or there's none? [silence] Okay, the reason why I asked for the power adapter, it's because sometimes when your router is not receiving enough electricity, it will reboot. But in your case, you already plugged it to a to a direct outlet, correct? Yes. [silence] If possible, if you can plug it directly to an outlet, that's a much better connection.
07:00
Speaker 1
[silence] Pug 662. Stop sharing, please. okay, so the globe is on but it's orange. so if it's not blue does that mean I need a new router?
08:00
Speaker 2
[silence] Okay. We'll just observe it. [silence] Much better because the step router you have, it's also almost end of support. So even if you pay for $15, it will not be accepted anymore. It will be nice if you can upgrade it into a mesh one, which has three-year warranty and for Wi-Fi connection. I can assure you it's a good one. I mean it's a much better one. Since they're already having the latest wireless standard. [silence]
09:00
Speaker 1
Yeah. It turned off. Yeah. It turned off for one. And then now it's back on and it's still orange. Let's see. Let's see. Okay. Okay. So if I pay the $15, what exactly would you guys be resetting? Thank you.
10:00
Speaker 2
Is it still on right now but having an orange light? It's turned off again? Okay, race. You can try to reset the router, but there's still no guarantee that it will not going to happen again, because right now, it's already the hardware of the router that is having an issue. Mhm. Uh-huh. Yeah. The reason why I did not um, ask you to pay it first, it's because um, I don't want your money to be, wasted. Right now, even if you pay for $15, the router um, is already showing, or it's having a symptom of having a hardware defect.
10:00
Speaker 1
[silence] Bye. I'm going to try to do that already. To remember when my dad scared us. Okay. I'm just let go. Go. I like that.
11:00
Speaker 2
So we can still try to reset and reconfigure this one. Uh let's just do that. Seems right now you can't connect to it all the time since it's keep on dropping. Try to press and hold the red reset button at the back for 15 seconds. [silence] Let go. [silence] And the globe icon there should remain turned on but having a blinking blinking orange light nothing. Okay. Got it. So, yeah, as a technician I can say that. Let's check right now, if it's um, if it stays on for more than a minute, that means it fixed it. Is it still lit up? Uh, that's normal because we did a reset, we need to set it up in order through for it to lit up white. What we're trying to check now is if the led will stay on. Is it still on so far? Okay. Connect your phone to the wifi name which is Links 388.
11:00
Speaker 1
I see it. Okay. Did I get anything? Okay, I see it. Browse the work. That's it. Okay. This was connected to my phone. It says it's connected.
13:00
Speaker 2
So check your WIFI list. That's the default WIFI name. The password is on the sticker underneath the router. Okay. Open a browser. It can be Google, Firefox, any type of browser. With or without it.
13:00
Speaker 1
OK. I'm ready. uh... Sorry, 192. uh-huh. uh-huh. uh-huh. uh-huh. OK. Uh... OK. Aha, Aha, uh-huh. Is that supposed to be a... is it... there it is. Okay, router now. uh-huh. Uh... login, administration. b not ones. Uh-huh, uh-huh. Okay.
14:00
Speaker 2
link so let me if you're ready i'll provide you the link so type there 192 dot 168 one you dot 192 dot 168 1 dot 1 dot go go or tap search. No, no. Make sure it's type in on the address bar. 192. 168. one dot one. It should route you to the setup wizard.
14:00
Speaker 1
I see it, but it says then I go on the bottom there's that and then it says login admin or? Okay, mm-hmm. Yeah, and that's when it says it's a website that says it says that 192.168.1.1. It says login admin. Yeah, it looks like I am.
15:00
Speaker 2
Just router password, which is a, D, M, I, N. Once you're done typing those numbers, just tap go. No need to add extra characters. It's like it gave you list that's not the. Can you double check if you're still connected to Lindsay's wifi name? Lindsay's zero two three eight. eight. Okay, is this an iPhone or Android?
15:00
Speaker 1
So, just the same thing. It shows that and then it has a dash with the login admin
16:00
Speaker 2
okay, tap the I icon right beside the links is Wi-Fi name. I icon and then check the IP address if it's 192.168 okay. That's the IP address of your phone. The main IP address of the router ends with number one. So go back to the browser and try it one more time. 192.168.1.1 on the URL bar. Let's do this again. [silence]
16:00
Speaker 1
okay Lensky smart of my set up is that what I'm supposed to okay and then that. Okay. Once I click that, now, the the battery turn, the little globe turned off. Okay. Yes.
17:00
Speaker 2
that's not the... Still on the address bar, type their instead, "myrouter.local," all small letters, "myrouter.local" L-a-C-L. Just check the box to accept the terms and hit next. We're doing the stock now. Is it still loading? Okay. That will splash.
17:00
Speaker 1
Okay. Install future router. Okay. And then automatically next. Okay. Uh. I can change the name right now. And then I can change the password. Next. Wait. Uh-huh. What happens? [silence]
18:00
Speaker 2
And the next page you should have is the update firmware. And maximize. Yep. Write your own. Yes. Back to what it was before.
18:00
Speaker 1
I said I don't have enough money. I'm only getting you one thing. I'm not getting you multiple. Where is my money, Betty? That T-shirt that blues on your It's in my car car. I'm going to get it. Why don't you put pick up the mess you make, please? No, do the bins go back in here or do they go on my floor? Hey, where is it? Where are they supposed to go? Okay. When you need your Wi-Fi, you get disconnected from the temporary. Uh to connect your Wi-Fi, name soon. Okay. Okay. Let's see.
20:00
Speaker 2
just proceeds. It's informing you that once you update the Wi-Fi, you'll be disconnected, but you just need to reconnect to the new Wi-Fi you created.
20:00
Speaker 1
um, me I'm busy, please not now. in a minute, thank you. what do you do? Hmm, are you John or Victoria? oh, it's okay. Um, this is a success.
22:00
Speaker 2
Okay. Create a router password. You must remember that because that's your password when you, uh, if ever you will log into your router settings. So... [silence]
22:00
Speaker 1
Look at it. Whoa. Okay. Hmm. Okay. I think it went through. I am already connected, let me check. It looks like it lets me go through. Probably need to go louder, huh? [silence]
23:00
Speaker 2
Okay. Connect now to the new Wi-Fi. If you're already connected, check if you can visit a website. Okay, how about the globe icon? Is it now lit up or is it still off? On, okay. So,
23:00
Speaker 1
Thank you so much. I appreciate it. Okay. Okay. Okay. Thank you. Have a nice. Okay. [silence]
24:00
Speaker 2
Exactly for the meantime you can still use your internet. It's just that there's no guarantee it will last long. That's the last troubleshooting step that can be done to your router by the way Reese to have it reset and reconfigured. If it's still doing the same thing then yeah better to have a new router already. You're not being charged for this, okay? I just help you for free. All right. You're welcome. Hopefully that resolves the issue but again if ever it doesn't then having a new one will be the best solution. All right Reese? You're welcome. You take care. All of you there. Bye-bye.
24:00