V2 Rubric Detail — f060bf5e-7ccb-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-11 01:57
Duration
12m 18s
Contact
Lisa Mendoza
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00136785
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to change the Wi-Fi password
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution1.56/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall55.5% (+23.5)

V2 Grader Summary

The customer’s issue was not resolved as they never confirmed accessing the admin page or deleting devices. While the agent provided technically accurate guidance and demonstrated empathy, troubleshooting was incomplete, no follow-up was established, and the call ended without a confirmed solution.

V1 Case Analysis

Customer unable to delete a device via app. Agent advised accessing router via myrouter.local or 192.168.1.1 but provided garbled instructions, did not verify login capability, and failed to confirm resolution. No model/serial collected. Call ended with vague self-help suggestion.

Troubleshooting Steps
  • Advised to access router admin page via myrouter.local
  • Suggested alternative IP address 192.168.1.1
  • Mentioned admin password may have been changed
  • Directed customer to support.linksys.com
Key Observations
  • Agent provided incorrect URL syntax: 'HTPP' instead of 'HTTP' at [05:00], and garbled IP sequence at [06:00] ('192.168.1.1 seems like yeah, it's giving you search results')
  • No product model, serial number, or warranty status was collected despite a technical troubleshooting context
  • Agent failed to verify whether the customer could log into the router UI or successfully delete the device
  • Agent made factually incorrect statement that remote app access is 'no longer available' — this is not accurate for all Linksys models with cloud accounts
  • Call ended without confirming outcome or setting a clear next step, resulting in operational abandonment
Positive Highlights
  • Agent attempted to guide the customer to the correct local access method (myrouter.local and 192.168.1.1), which are valid per universal_web_browser_setup.md
  • Maintained a polite tone throughout the call
  • Provided the correct support URL (support.linksys.com) for further reference
Agent Errors / Gaps
  • Provided incorrect URL protocol: said 'HTPP' instead of 'HTTP' at [05:00]
  • Gave garbled and confusing IP address instructions at [06:00], mixing explanation with the address itself
  • Failed to collect router model number, which is required for accurate troubleshooting
  • Did not verify admin password access or guide customer through password recovery if forgotten
  • Incorrectly claimed that remote app access is no longer available, which contradicts Linksys cloud account functionality documented in linksys_cloud_account.md
  • Did not confirm whether the device deletion was successful before closing the call

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer never confirmed access to admin page or successful deletion; agent closed without resolution confirmation.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested using myrouter.local and 192.168.1.1 but did not verify network connectivity, check if device was online, or guide through login and device removal steps.
R3 Partially Met Correct resolution path conf 85%
Providing web‑UI access instructions is correct path, but agent did not adapt guidance to customer’s confusion about passwords or 'activate your account' screen.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions asked; agent jumped to giving URLs without confirming symptoms or gathering details.
T2 Met Appropriate tools / resources used conf 90%
Issue resolvable via self-service (web UI); agent used appropriate KB guidance without needing remote session or logs.
T3 Met No misinformation conf 98%
Technical guidance (use address bar, not search; local URLs myrouter.local and 192.168.1.1) aligns with universal_web_browser_setup.md; remote access unavailability claim not contradicted by KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced steps but lost control during repeated URL clarifications and long silences; no clear framing or summary provided.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but repeated instructions without confirming understanding; customer confusion persisted despite multiple attempts.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on call, did not transfer, and attempted resolution directly without deflection.
O2 Partially Met Proactive follow-through conf 85%
Provided next steps (use computer, go to URL) but set no timeline or follow-up; customer left to self-resolve without callback commitment.
O3 Not Applicable Closure confirmation conf 100%
First interaction; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted for this self-help issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized for slow page and said 'I’m sorry' multiple times, showing empathy.
X2 Met Tone & rapport conf 90%
Agent remained patient, repeated instructions, and adjusted tone when customer sounded confused.
X3 Partially Met Overall experience conf 85%
Agent gave self‑service path but could have reduced effort by offering remote session or confirming steps in real time.
Call Transcript18 turns · 21 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, Uber. Good evening. This is Epi from Linksys. I'm calling for miss Lisa Mindoza. Yes. I don't know what happened, ma'am. We got disconnected. Yes. OK. Yeah, if if that doesn't have an option there, Ma'am, then, um, yeah, we uh, we really cannot control the devices connected.
00:00
Speaker 2
Hello. Interesting. this call will be recorded. This is her. um hi, were you the one that I was talking to? Oh, that's funny, because I was talking to you and then, yeah, so the whole time I was talking. Okay, so now we're down to three devices. Okay. And then, okay, so when I click on the device, it doesn't, I don't see where I can delete it.
00:00
Speaker 1
Currently connected. You may, we can actually try using the browser. Okay. We can access the user interface using the browser. If you have a computer, we can go to MyRouter.local and clear the list, the device list from there. Yeah, HTTP://MyRouter.Local. So make sure that you're connected to your network using your computer.
01:00
Speaker 2
Okay. It's on my router.local. Okay. Yeah, I'm, I'm here. It's, um, it's not pulling in.
01:00
Speaker 1
M administration.
03:00
Speaker 2
Yeah. Okay. After the slashes, what's the numbers? 192.
03:00
Speaker 1
Mhm. Open? No, you should see there an advanced option. Once you access 192.168.1.1 ma'am, you should see there an option advanced.
04:00
Speaker 2
Okay, uh, all right. It says, activate your account. I open, do I click the open button? Yes.
04:00
Speaker 1
make sure that you type that on the address bar, not on the search. should be right on the very top. the HTPP colon slash slash my router dot local. Okay. The numbers 192.168. Ah, just do the numbers. Sorry. Just do the numbers. 192.
05:00
Speaker 2
and, well, it just says activate your account. Um okay, sorry, uh H T T P. Can you give me that again? Okay, Oh, okay, but we don't do the the numbers anymore. What, which one do I do? The my router I do the my router.local Okay, that's Okay, hold on. Okay, so.
05:00
Speaker 1
that one six eight dot one one dot one one dot one dot one nine two dot one six eight dot one dot one seems like yeah, it's giving you, it's giving you um search results ma'am
06:00
Speaker 2
[silence] Okay, and then after the [ monocle ] colon flash flash do I put a dot between the one and the flash? Okay, okay. Yeah, it takes me to the same one. [ silence ] Um, it says to access the admin page type [ silence ] certain numbers into your web browser. [ silence ] Address, back, or click on the link [ silence ] below. [ silence ] login [ silence ] admin. [ silence ] Discover more [ silence ] default IP address, router, login, password management, Wi-Fi network IP address, router ban comparisons [ silence ] uh safari okay all right what what is it again http colon slash slash one [silence] It's very slow. I don't know why. [silence] Okay, I I think I think [silence] I'm pretty sure I changed the passw word. [silence] Um, so that's good. And then I'll just, I'll figure out which ones are still connected.
06:00
Speaker 1
Okay, yes, miss *** Yes, ma'am. Yeah, I'm sorry if the page took so long to ** Yes, but usually you should be able to open that from any browsers. But by the way, Miss Lisa, how long have you been using this device? Is it over a year? [silence] Mhm. Uh, just an estimate. How many years? Four years. Okay. All right. Okay, ma'am. So yes, uh, would there be anything else?
09:00
Speaker 2
And I think we should be good. Yeah. We've had it for a long, yeah, several years. I would say four. No. So I can no longer really do much with, I don't know, this program. It just won't work.
09:00
Speaker 1
Yep. Those are the settings on the app. OK, with regard to the, yeah, go ahead. Yeah. But actually, yeah, you can also make some changes on the app if you want to.
10:00
Speaker 2
It's the app, right? I gotta, okay. Can you can you give me, I'm I'm sorry, can you give me a second? I'm sorry. Hold on. Okay, thank you. Okay, I'm back. Um, so yeah, so, I just need to go online on like on a computer, not on um not on the app that much. Yeah. Okay. So um,
10:00
Speaker 1
Yeah, it's, yeah. So, with regard to the app, um, yes, you can still act you can still use the app, but you can only access it locally, okay? But if you're outside your home, you cannot do that. Unlike before, yes. Yeah, we don't have the remote uh feature um that's no longer available now. Okay, thank you so much for your time. And uh for more information, you may visit our site support.Linksys.com, ma'am. This is Eppy from Linksys. Thank you for calling. Have a great night. Take care.
11:00
Speaker 2
Okay. All right. I think that's it. So in, I think that's it. So in, is this like you guys don't have an an an app anymore, right? Like this is it is this, like you guys don't have an an an app anymore, right? Like this is it. Yeah. Okay. And that's what I'm wanting to do. Yeah. Okay. All right. Okay. All right. Thank you.
11:00