V2 Rubric Detail — f83df70a-6056-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 20:50
Duration
35m 56s
Contact
Dana Garrett
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jane Hebia
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall87.7% (+29.7)

V2 Grader Summary

The agent achieved a successful resolution by guiding the customer through static IP configuration after a factory reset. However, the agent provided technically inaccurate information about the default admin password, which contradicts KB documentation stating it is a unique label-printed password for this model family. Despite strong ownership and adaptation to accessibility needs, the technical inaccuracy prevents a full Met on T3.

V1 Case Analysis

Customer unable to access router admin page; guided to reset, reach 192.168.1.1, configure static IP and Wi‑Fi settings; internet confirmed working.

Troubleshooting Steps
  • Instructed to power‑cycle modem and router and to reset the router.
  • Guided customer to connect to the router’s temporary Wi‑Fi and open 192.168.1.1.
  • Configured static IP settings (IPv4) under Connectivity → Internet.
  • Updated Wi‑Fi SSID and password under Wireless.
Key Observations
  • Agent never asked for or recorded product model or serial number.
  • Reset instruction (20 seconds) does not match KB (10 seconds).
  • Customer had hearing difficulty; agent repeated steps but could have simplified language.
Positive Highlights
  • Successfully guided the customer to access the router UI and configure static IP.
  • Confirmed internet connectivity after changes.
  • Maintained patience despite the customer's hearing difficulty.
Agent Errors / Gaps
  • Did not collect product model/serial number or warranty status.
  • Provided an incorrect reset‑button hold time (20 seconds vs. KB recommendation).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet is working: 'Yay, it's working' and 'router and internet, check, check, check. All looks good.'
R2 Met Diagnostic thoroughness conf 95%
Agent systematically guides through power cycle, modem disconnection, factory reset, web interface access, and static IP configuration.
R3 Met Correct resolution path conf 93%
Agent correctly identifies static IP requirement from ISP and configures it instead of escalating or dismissing the issue.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identifies symptom (can't access router), asks about error messages, verifies connection method, and collects full ISP-provided static IP details.
T2 Met Appropriate tools / resources used conf 92%
Agent uses the router’s web interface (192.168.1.1) and form fields to configure static IP — the correct and necessary tool for this scenario.
T3 Partially Met No misinformation conf 96%
Agent incorrectly states default admin password is 'admin' lowercase; per KB, default is unique password on label (e.g., MX6200, MBE7000, LN series).
Communication
C1 Partially Met Clear & professional language conf 88%
Agent lacks initial framing and repeats steps multiple times, causing confusion; call progresses but with inefficient flow.
C2 Met Confirmed understanding conf 95%
Agent adapts to customer’s hearing difficulty by repeating instructions clearly and confirming understanding throughout.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owns the case end-to-end, avoids transfer, and persists through multiple troubleshooting steps to resolution.
O2 Not Applicable Proactive follow-through conf 99%
Issue fully resolved; no follow-up or disconnect/callback commitments were made.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted — issue was resolvable at L1 with proper configuration.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offers polite apologies but does not explicitly acknowledge customer frustration or repeated effort; empathy is present but generic.
X2 Met Tone & rapport conf 94%
Agent adjusts pace, repeats instructions, and uses simple language to match customer’s needs, especially after disclosure of hearing difficulty.
X3 Partially Met Overall experience conf 87%
Customer performs multiple reboots and reconnections; agent could have minimized steps by guiding directly to factory reset and static IP setup earlier.
Call Transcript62 turns · 64 lines
Speaker 1
This is Linksys technical support calling, [silence] this call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello? Hello sir, this is Paul again from Linksys. [silence] Oh yeah, I think you changed connection. [silence] Yeah, that might be after you unplugged the router. [silence] Yeah, then please connect to it, sir. Okay. Then can you access the web interface, the 192.168.1.1 page? Now let's try to like in. Oh, okay.
00:00
Speaker 2
Hello. Yes. Yeah, Paul, I'm sorry, we got disconnected. Okay... uh... yeah, so... yeah. yeah. And uh... so I've got the new router plugged in. So what do you want? What do you want me to do? And yeah, I haven't that hasn't been able to access the router uh... since day one. I mean, I I did did it on day one, it could get it, but now it won't access the router. It has to be the LinkSys smart Wi-Fi.
00:00
Speaker 1
do you have the Linksys smart Wi-Fi interface do you have the Linksys smart Wi-Fi page? open right now, sir? or no? Yeah, 192.168.1.1. Oh, by the way, sir, do you have there the option configure manually or no? Manual configuration. Oh, okay. Try to unplug first the modem from the router.
01:00
Speaker 2
okay. Okay, that's. it's going to a, uh, your router was not set up successfully, uh, and, uh, click here to run through, set up again. No, no, it doesn't. Yeah, that's what I'm looking for. I can't get there yet. I've got to. I've got to.
01:00
Speaker 1
It looks like that the router is detecting the modem. That's why it's running the setup. Yeah, just unplug it from the modem for now. Okay. Yes. Unplug from the modem from the internet port of the router. So on the Linksys router, just the power should be connecting to your computer. Okay. Unplug the modem from the router. Okay. Okay, so unplug the modem from the router for now. Yes, unplug it.
02:00
Speaker 2
Okay. But what tell me again. Um, remember, I'm hard of hearing. So, uh, what was it? The uh, what do you want me to type in? Yeah, the power connected to the router. Yeah, and it yeah, yeah, yeah. That's the uh, I'm connected to the my computer connected to the modem and I mean, the uh, router and the uh, modem is connected to the router. Oh, unplug it. Okay. Unplug the modem from the router.
02:00
Speaker 1
Yes, so we can access its what you call this interface, so the setup will not run automatically. Okay, so yes, yes, yes. Just try to power it on after just reboot the router. And by the way, sir, are you still using your old router for now, sir need to get online? Okay.
03:00
Speaker 2
um, yeah. OK. you want me to power it off or on or reset it or- OK. [silence] yep, yep we we have been but we again it
03:00
Speaker 1
Yeah. Yeah, mm-hmm. I see. mm-hmm. Okay, how's the Linksys router right now, sir? Is it good? Yeah, the new router. Is it good? Okay. Yeah. But you see the computer that you are using right now, so is it connected to the Linksys router wired or via Wi-Fi? Okay, good. Okay, I think you can now try to enter to access 192.168.1.1 page.
04:00
Speaker 2
It'll go off. randomly and we have to restart it like four or five times, before it starts working. Yeah, Yeah, the the new router is still blinking. blinking. It's wired. [silence] It'll go off. randomly and we have to restart it like four or five times, before it starts working. Yeah, Yeah, the the new router is still blinking. blinking. It's wired. Okay.
04:00
Speaker 1
50 just 192 168 1 input 1 silence
05:00
Speaker 2
Okay. Now, it won't connect.
05:00
Speaker 1
Did you receive any error message? [ silence ] Okay, how about this? one sir, Is it okay with you if I do again sir? like remote access to your computer so for me like so I can, for me to access your computer remotely. Yeah, just connect your old router for now to the modem. Yes, you can go online. then connect your computer to the old router. Yeah, wired or wireless. Much better if you connect your computer wired to the old router for now, so we can access the new router wirelessly.
06:00
Speaker 2
It just says, uh, yeah, it just says, uh, um, I can't remember what it said, but it said could not connect and it just gave me the uh blank blank screen. Oh yeah. Yeah. Okay. Can I actually connect to eat... Thanks. Okay. [silence]
06:00
Speaker 1
okay yeah the scape that we know if you are back online connected to the old router I just let me know if you are back online connected to the old router okay
08:00
Speaker 2
Emma have turned the whole router back. Oh, and back on so it will fire up correctly. Might take a little while. I'm sorry, what? Okay, yeah yeah. It didn't work. I'm going to have to turn it off, uh, again.
08:00
Speaker 1
Yeah, how about this one today let's to this instead yeah, that's okay, okay, can you checks sir on the, yeah, on your, this go to your computer? yeah, let's try this one. Okay, rather than connecting the old router. So let's try this. Yeah, on your computer, please go to view wireless network. Yes, you go to view wireless network, so this is where you can view the available wireless networks nearby. Yes. Then look for Lynx 01603. Wi-Fi name, sir.
11:00
Speaker 2
No, that one didn't work either. I have to redo it again. Sorry about this. on my computer goes to what? Oh, uh, yeah.
11:00
Speaker 1
Okay, please connect to that Wi-Fi Name Set. Yes. Okay. So then, please unplug the Ethernet cable that is connected to your laptop. For now. Yeah, unplug the Ethernet cable that is connected to your laptop. If there is Ethernet cable, yeah just unplug it. Yes, on your computer. Let's try to access the router wirelessly. Oh okay. So after that, sir, on your computer.
12:00
Speaker 2
Uh, yeah, yeah, I've got it. It's connected. It's connected to it. It just it just says that it's no internet. I'm sorry. What took my computer? Okay. Okay, so that's it's unplugged.
12:00
Speaker 1
yes just open a browser yes okay do you have the option below sir that says manual configuration or manually configure the router oh just the five steps or how about below sir do you have the option that says manual configuration or proceed to the
13:00
Speaker 2
[silence] go to the uh mark way by doing up. dang the router was not successfully show no no any just there there's there's only two options. One is [ silence ] one is details and the other one is linksys.com support and uh oh there's another one that says click here to run through setup again.
13:00
Speaker 1
Okay, so let's try this one sir. Try to, kindly or kindly press the reset button at the back of the router. Press and hold it for 20 seconds.
14:00
Speaker 2
No, no, there's no option on this window. Yeah. Yeah, I'll have to.
14:00
Speaker 1
Okay. [silence] Are you connected now sir to the Linksys? Links? yeah try to to Linksys. Go to Wi-Fi settings on your laptop again sir you wireless networks. yeah reconnect to Linksys 01603 Wi-Fi name [silence]
15:00
Speaker 2
Yeah, it said connection timed out.
16:00
Speaker 1
Yeah, make sure first you are connected to that Wi-Fi name. [silence] Okay, are you going to connect now, sir, to Linksys 01603 Wi-Fi name? Okay, let me just check to see if it shows connected. [silence] Okay, then yeah, go back to the browser, sir. Then try again to access 192.168.1.1. [silence]
17:00
Speaker 2
They all stayed old and there were way.
17:00
Speaker 1
I was under what happened when you access OK? Yeah, do you have the manual configuration below the page? Yes, select manual configuration. But first, make sure to accept the terms before you click manual. Then after you click manual configuration, use admin for the router password, all in lowercase.
18:00
Speaker 2
Okay, finally. Yay. That first time it works. Right. Got it. Got it. Yeah. What? um, Okay, it said. Yeah. Sure. [silence] it says, um, pretty sure it doesn't have the program guide. Have to have the program guide in order to change anything.
18:00
Speaker 1
you are we now on the Lincoln's page of the of the new router Okay. used a man, sir for the password A.E.M.I.N. all in lower case. So
19:00
Speaker 2
alright i'm on warning is wanting the password okay adm adm adm adm inn and then one two three four five or just admin Paul okay
19:00
Speaker 1
Yes, yes, yes, I'm here, sir. Just admin, sir. Since we reset the router. Okay, so are we now on the Lynx smart WiFi Tools page? Okay, good. So this time, sir, please click on connectivity. Yeah, go to connectivity window. Yeah, click on connectivity. It's under, yeah, router settings. Then under connectivity page, click on internet. Yep, click on internet settings.
20:00
Speaker 2
Hello. Okay. Okay, good. I'm in. Yeah. Do what now? Okay. Yeah. I got it. Okay. Okay. The type of internet connection.
20:00
Speaker 1
okay by the way that there would say may I know what is the internet IPv yeah the internet addresser yeah the IP address they provided to you yes a static IP address oh okay good so yeah this is a static IP address okay sir so for the type of internet connection there you will click on edit
21:00
Speaker 2
Oh, they... what is the IP? Seventy-zero... seven, zilch. Point one, one, six. Two-one-ards. A hundred and thirty-eight.
21:00
Speaker 1
and select static IP. Are we on internet settings menu right now? Yeah, under internet settings window you have there to IPv4 and IPv6. So just select IPv4 just click it then click on edit and then select static IP. Yes. Yes, select IPv4 instead.
22:00
Speaker 2
Trying to find which edit. Uh, okay, I've got. Uh-huh. Okay, type of internet connection, edit. Okay. Okay. The the floor. I okay, it it only gives me the choice of uh, wait, let me. Ah, it was it was on the six. Let me see if I can get to the. It's not giving me the choice.
22:00
Speaker 1
Okay. So, yeah, can you see the other type of internet connection option? Then edit on the right side? Yeah, click on edit. Yeah, what can you see there if you click on edit? Okay, select static I.P. Yeah, then please fill up the fields, sir, with the I.P. address provided to you by your I.S.P. Yes. Yeah, that's the internet address.
23:00
Speaker 2
I can't click on the IPv4, nothing happens. Yeah, yes. What? I B it that's under the IPv6. Yeah. I've got automatic configuration, static IP, PPPOE okay got it. Okay so that's gonna go into the first one that says internet IPv4 address. [silence]
23:00
Speaker 1
Yes, what's the, the subnet mask that they provided for you? Yeah, use that number. Okay. Yes. Yes, yes, the default gateway. That's okay, that's great. It's just the same.
24:00
Speaker 2
Okay. And then the subnet mask is the same? Yeah. And default gateway, um, it gave me a static gateway. Is that the same as default? [silence]
24:00
Speaker 1
Yes. Yes, just fill up, sir. Yes. So just enter both on those two fields, yeah. Yeah, the details one and two. [silence]
25:00
Speaker 2
the DNS servers one and two, they gave me two different, well yeah, two different numbers. Okay, and then there is a, I think that's all of them at one, two, three, four, five. One, two, three, four, five. Yeah, that's all five of them right there. [silence]
25:00
Speaker 1
Yes, yes, I'm sorry. I'm talking to mute. Yes. Yes, that's correct. No need to fill up that third box or third field. Then click apply to save the changes. Okay. and okay.
26:00
Speaker 2
and uh, has the DNS free optional, I'll leave that blank, right? Because they didn't give me a a third DNS number. fall. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
26:00
Speaker 1
Click on OK. And no, sorry, that's that's all under connectivity page. Yeah, yeah, that's also that's all. Just click on OK. Yes, nothing on the other tab. Just click on OK. [silence] Then after you click on OK, proceed to Wi-Fi or wireless, click on wireless. [silence] OK, then under wireless tab, so please personalize the network name. So, the network name is the name of your Wi-Fi. And password is your Wi-Fi password.
27:00
Speaker 2
Okay.
27:00
Speaker 1
you can personalize it on that page, after making the changes, I, click on apply, yeah, to save the settings, yes, yeah, correct, yeah.
28:00
Speaker 2
So, okay, I changed.
28:00
Speaker 1
How's it going, sir? what happened to the page? is it uh waiting? [silence] Okay, yeah, I think that page will kind of timeout, sir, since we changed the Wi-Fi name. Okay, so please go to view [silence] Yes, yes, sir. Uh that's expected. [silence] Since we changed the Wi-Fi name. [silence] Okay, so go back, sir, to view wireless networks. Check if you can see your new Wi-Fi name. And once you see it, yeah, connect to that new Wi-Fi name. yeah, using your new credentials. Yes.
30:00
Speaker 2
yeah it's just uh spinning saying waiting yeah it's uh yeah it's yeah it's uh yeah it's uh yeah it's uh yeah it's uh yeah it's uh just uh spinning saying waiting now wait wait wait wait wait now it just said router not found you are not connected to the router okay yeah it says uh enter the network security key is that the uh just the passcode create [silence]
30:00
Speaker 1
Yes, the Wi- Fi password is uncrate it.
31:00
Speaker 2
make sure it okay saying verifying and connecting now it says connected I'm almost afraid to You're not you're not gonna get
31:00
Speaker 1
okay good right to check sir if you have in yes yes I tried check her yes if it's connected tried to check her if you have Internet access if you're online
32:00
Speaker 2
Okay, I'm connected and the link status light is solid and the, uh, orange globe is gone. Is that how it's supposed to be? No globe at all? Okay.
32:00
Speaker 1
yes okay good yes yeah for the final test so try to access maybe YouTube.com try to play a video
33:00
Speaker 2
I need to, oh, I got to plug myself in. Yeah, it looks like I do. It says the network status on the Wi-Fi tools. It says router and internet, check, check, check. All looks good. Let me test it on a website. Yay. Yay, it's working.
33:00
Speaker 1
okay good yeah it it it seems that we missed that yeah static IP address yeah yesterday sir yeah I I I I think yeah that's yeah what you need yeah so yes uh now sir now I know it's not yes yeah that will not miss no no sorry it will not mess your your your connection because that static IP sir is coming from your ISP I believe you subscribe that from them so yeah it should be good okay so yeah it seems that yeah it seems that you are now all set sir okay good to know that everything is working now okay so
34:00
Speaker 2
Hallelujah. Now, is changing that, changing that to static IP, will that, will that, uh, mess up any of my other devices like the printer and the anything that is on a, on a, uh, IP, static IP. Okay. Yeah. Yeah. Okay. Looking good. Finally. Yeah. Alrighty. Very good, Paul.
34:00
Speaker 1
you you're welcome sir so yeah is there anything else sir that I can help you with before we end the call okay okay yeah thank you very much sir actually sir at the end of the call so you will yeah you will receive our survey form yeah it will be generated automatically by our server okay yeah welcome sir and once again my name is Paul from Lin's customer assurance team have a great day and stay safe always bye bye bye
35:00
Speaker 2
now that's all if you can send me an email where I can compliment you I'd I would enjoy doing that okay okay alright okay thank you so much Paul okay thank you bye bye
35:00