V2 Rubric Detail — f880f270-7a01-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 12:47
Duration
12m 25s
Contact
Easton Tucker
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#LTS00136157
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350_Want to access the UI

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to diagnose or resolve the customer's inability to access the router's web interface, provided only vague instructions, did not use any troubleshooting tools, offered no empathy, and did not escalate the unresolved issue. Consequently, the call ended without a solution and all core performance indicators are marked Not Met.

V1 Case Analysis

Customer unable to access router web interface; agent incorrectly directed to click app image instead of providing correct local URL (192.168.1.1 or myrouter.local). No resolution achieved.

Troubleshooting Steps
  • Collected customer name, phone number, email, and serial number.
  • Identified device model as MR7350.
  • Instructed customer to click the image of two phones on the app download page.
Key Observations
  • Agent provided incorrect guidance at [11:00] by instructing the customer to click the image of two phones to access the login page — this is not a valid method per the KB.
  • Agent never provided the correct local router URL (http://192.168.1.1 or http://myrouter.local) despite customer explicitly trying to access the web interface.
  • Call ended without confirming outcome, setting a callback, or offering escalation.
  • Customer expressed confusion about interface navigation, which was not addressed with proper guidance.
Positive Highlights
  • Correctly identified the device model as MR7350 based on serial number and physical description.
  • Collected complete customer contact information (name, phone, email) and serial number.
Agent Errors / Gaps
  • Provided materially incorrect technical guidance by directing the customer to click an app image instead of providing the correct local router URL (http://192.168.1.1 or http://myrouter.local).
  • Failed to recognize that the customer was attempting local access and needed the correct URL or troubleshooting steps for the redirect issue.
  • Did not verify whether the customer could reach the router’s IP address or diagnose the redirect behavior.
  • Ended the call without establishing a valid next step, escalation, or follow-up plan.
  • Poor call control with long silences and lack of summarization or outcome confirmation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer could not access the web interface to configure settings or view DHCP client table; agent did not resolve the redirection issue or provide a working workaround.
R2 Not Met Diagnostic thoroughness conf 98%
Agent skipped diagnostic steps (e.g., browser check, incognito mode, IP access) and immediately directed customer to click an app image without assessing root cause.
R3 Not Met Correct resolution path conf 97%
Agent identified MR7350 correctly but offered app-focused guidance instead of addressing the documented local web access path (http://192.168.1.1 or http://myrouter.local).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No root cause analysis performed; agent did not ask about browser, network connection type, or prior access attempts before issuing a generic instruction.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use remote tools, logs, or even guide customer to try direct IP access — missed opportunity to verify web UI behavior using standard diagnostic paths.
T3 Not Met No misinformation conf 100%
Agent instructed the customer to 'click the image of the two phones' to reach the login page. This is contradicted by the KB (universal_firmware_update.md, universal_legacy_device_wifi.md, universal_port_forwarding.md), which states that local access is achieved by navigating to http://192.168.1.1 or http://myrouter.local in a web browser.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to frame the interaction, set expectations, or maintain control; call flow was reactive and disjointed, with no clear transitions.
C2 Not Met Confirmed understanding conf 95%
Agent used non-adaptive language and did not confirm understanding despite customer expressing confusion about clickable elements and interface changes.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; closed the call with a generic 'call back if needed' instead of pursuing resolution or escalation.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timeline, or follow-up commitment provided — only a vague invitation to contact support again.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be the customer’s first contact for this issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Issue remained unresolved and required deeper investigation, yet agent made no escalation despite clear failure to progress.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so no details were communicated; customer was left without a path to higher-tier support.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent ignored customer’s expressed sadness and frustration ('I am quite sad to call you guys') with no empathetic response.
X2 Not Met Tone & rapport conf 95%
Agent maintained a scripted tone despite customer’s confusion and repetitive statements, failing to adjust pace or clarity.
X3 Not Met Overall experience conf 96%
Customer repeated serial number and problem description multiple times; agent did not leverage information efficiently or reduce redundancy.
Call Transcript12 turns · 18 lines
Speaker 1
Hey, I need your phone camera. I don't know how to use this. Is home to unlock? What is home? Okay. Thanks. Go home.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com ([silence]) for more information about your product.
00:00
Speaker 1
No, no that well. Where's your camera? Really? Camera. Thank you. Hopefully. Mhm. Can you send that to me? Yeah. All right, I'll just have to ask for that picture when they need it if they ever answer the phone. Yeah. The music kind of sounds sad. I am quite sad to call you guys. [silence] Let me try something. I don't support. Yeah, you can know this. Maybe there's something that the way that they just like to like had another time or just take a second. They take away your option. You can fix your Wi-Fi because your Wi-Fi doesn't work. Don't touch the ghost. I thought you were gonna go in a fucking round. So I just like my support. Oh, we don't believe in support. [ silence ] We believe in the Thank you. Luclie. That's award winning. That's funny. Thank you. they're advertising, the interface. I'm trying to access my DHCP client table or like the router's web interface so I can configure the settings through Ethernet, but it keeps redirecting it to try and download the app. [silence] they're advertising, the interface. I'm trying to access my DHCP client table or like the router's web interface so I can configure the settings through Ethernet, but it keeps redirecting it to try and download the app.
01:00
Speaker 2
Hi, thank you for calling [pause] . It's my name is Clark. How can I help you? Okay. Actually sir you're already on the right page [pause] .
07:00
Speaker 1
Yeah, Easton Tucker. Easton Tucker, E-A-S-T-O-N, T-U-C-K-E-R. four one nine, two nine five, one two six five. Okay. E, easttucker2009 at gmail.com.
08:00
Speaker 2
You need to click something on the page in order for you to be routed on to the Link's setting, or Link's um login page. So I can guide you or walk you through on that. Uh but I need to gather some information first. Um if that's okay then, Okay. Um gonna have you first and the last name please. Oh, what is that again, sir? I'm sorry. All right. And then can you also um provide your phone number please. All right. In case our call get disconnected, I'll be using this phone number so that I can give you a call back right away. Um gonna have also your email address. Um it's Astentalker. What is the number, sir? I'm sorry.
08:00
Speaker 1
2009 at Gmail.com. yep. All right, I took a picture of the back of it with a different phone. 3, 7, P, 1, 0, M, 2, A, 0, 0, 1, 1, 54. [silence] What would that, what would that look like? Oh, there it is. Wait, nevermind. Nevermind. I don't, what would that look like? No. T, T as in Tucker. 37T. Nope, you're ok. Has two. Uh, yep. A little black box with two antennas. Correct. Spectrum.
09:00
Speaker 2
Oh, okay. uh, and last step, I can also verify that one in your system. So, let me just, uh, read to you the serial number, sir. Um, it's three, 7-E for Echo, 1-0 oh, oh, T for Tango. Okay. Got it. Um, apologies for that. Give me a moment. Okay. Okay. So, this is the MR 7350, I believe. So, it has the antennas, um, on it, right? It's a block box with the two antennas. Okay. Got it. Thank you so much. And lastly, um, sir, uh, Easton, can you also verify who's, uh, or can you provide to me who is your internet service provider? Spectrum. All right. Got it. Thank you, sir.
10:00
Speaker 1
Yep. Yeah. [silence] Oh. It doesn't, like, my mouse doesn't light up going over it, so I didn't figure I can click it. [silence] All right. [silence] Well, that's a huge help. Thank you so much. It used to be, um there used to be like a little link underneath that would say, click here to, um, which I, I went into, uh, inspec element and I still saw that there. Like, in the inspecT element.
11:00
Speaker 2
So for these once sir, since you're already on the page that says um download the Linksys app, could you please click the image of the two phones where you can see the Linksys app on it? [silence] Yeah, you can actually click that. the image. [silence] And then you should be routed on the login page that usually asks for the router password. [silence] That yeah. that's actually correct. [silence]
11:00
Speaker 1
So I was quite confused why it wasn't on the page.
12:00
Speaker 2
Oh, okay. I see. So yeah, that's You're very much welcome, sir. And again, um, East uh, Sir Easton, if you need further assistance with regarding with your length trailer, you can always give us a call back. We are open, um, Mondays to Fridays, 8am to 11pm Eastern Standard Time. Have a good one, take care and goodbye.
12:00