V2 Rubric Detail — fa73b12c-5f7f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 19:11
Duration
38m 3s
Contact
Joanne Beausoleil
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00132100
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350_1st time setup

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall87.7% (+27.7)

V2 Grader Summary

The agent successfully resolved the router setup issue, confirmed working internet, and provided clear next steps. The decisive technical error was advising a 5-press reset on an EA-series router, which is invalid per KB documentation. Despite this inaccuracy, the overall resolution was successful and the customer confirmed connectivity on multiple devices.

V1 Case Analysis

Customer successfully set up new EA7450 router via web interface; internet confirmed on multiple devices. Incorrect 5-press reset mentioned.

Troubleshooting Steps
  • Advised power-cycle of modem and router.
  • Instructed customer to connect new EA7450 to modem via Ethernet.
  • Guided customer to connect laptop to router's default Wi-Fi network.
  • Directed customer to access http://192.168.1.1 (or myrouter.local) and log in with default admin password 'admin'.
  • Walked through Wi-Fi SSID and password configuration and acceptance of license agreements.
  • Confirmed internet connectivity by accessing external websites on laptop and phone.
Key Observations
  • Agent incorrectly instructed a 5-press reset for an EA7450 router, which does not support this method.
  • Customer's unit was confirmed out of warranty via serial lookup.
  • Internet connectivity was successfully verified on both laptop and phone before call end.
  • Agent initially stated unit was out of warranty but later suggested warranty could be updated, creating confusion.
Positive Highlights
  • Correctly provided the router's local IP address (192.168.1.1) and default admin password 'admin' (transcript timestamp [21:00]).
  • Successfully guided the customer through Wi-Fi setup and confirmed internet access on multiple devices (laptop and phone) (transcript timestamps [30:00], [31:00], [32:00]).
  • Maintained a courteous and supportive tone throughout the call, acknowledging customer frustration.
  • Correctly identified that the customer's phone showing a '6' on Wi-Fi was due to Wi-Fi 6 support on the new router (transcript timestamp [33:00]).
  • Confirmed operational success by verifying internet access to external sites before closing the call.
Agent Errors / Gaps
  • Provided a 5-press reset/pairing method that does not apply to EA series routers (transcript timestamp [04:00]).
  • Contradicted warranty status by first stating the unit was out of warranty ([09:00]) then suggesting a one-year warranty could be applied with invoice ([35:00]), creating customer confusion.
  • Gave unclear instruction to 'double tap the phone picture' ([20:00]) when no such image exists on the EA7450 setup page, leading to customer confusion.
  • Repeatedly used filler phrases like 'um', 'okay', and 'so' which disrupted flow and clarity.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet access: 'I can get to my bank. I can get to the local newspaper' and devices are reconnecting.
R2 Met Diagnostic thoroughness conf 95%
Agent guides through power cycle, Ethernet connection, IP access, Wi-Fi setup, and connectivity verification in logical sequence.
R3 Met Correct resolution path conf 90%
Agent proceeds with full troubleshooting despite out-of-warranty status and offers to update warranty upon invoice receipt.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identifies setup issue, rules out cloud dependency, and focuses on local configuration as root cause.
T2 Met Appropriate tools / resources used conf 85%
Agent uses correct KB guidance for setup, leverages email for follow-up, and avoids unnecessary tool use.
T3 Not Met No misinformation conf 98%
Agent incorrectly advises 5-press reset on EA7450, which is not supported per KB: 'press the reset button of the new one five times'.
Communication
C1 Met Clear & professional language conf 90%
Agent maintains control, sets expectations, and guides customer through each phase without losing direction.
C2 Met Confirmed understanding conf 85%
Agent explains case sensitivity, confirms understanding, and adapts to customer's confusion about Wi-Fi setup.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent stays on call, owns resolution process, and completes setup without transfer or abandonment.
O2 Met Proactive follow-through conf 90%
Agent provides clear next steps: reply with invoice, retain admin password, and use myrouter.local for future access.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this is first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent is polite but does not explicitly acknowledge customer frustration or repeated effort.
X2 Met Tone & rapport conf 90%
Agent adjusts tone, repeats instructions, and confirms understanding when customer expresses confusion.
X3 Partially Met Overall experience conf 80%
Customer must locate password, request invoice, and re-enter Wi-Fi credentials — some effort could be reduced.
Call Transcript64 turns · 66 lines
Speaker 1
[silence] Hi, my name is Joanne Boscay. I just got a new Linksys router that I'm trying to get set up and I'm currently on my old router, which doesn't function fully.
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 products by visiting register.linksys.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 later. For out of warranty products, paid support option may be available depending on the issue. Thank you for calling Linksys. This is. How can I help?
00:00
Speaker 1
I'm trying to reset my password because apparently I have, I already have a Linksys account, and it's not letting me reset my password. It's just giving me a bogus link. The new one, is it in Adra? Serial number is 33C10 M as in man, 22 to 01276. It's on Comcast. Thanks, Finney. What? So, I'm holding the new one in my hand. I'm still connected to
01:00
Speaker 2
okay so can I have first mhm the serial number of your link sys yes the new one yes thank you so much and who is your internet service provider about oh and when did you purchase mom the router the new one [silence]
01:00
Speaker 1
to my old one. So what happened was my old one is not working on the first floor of my house on an ethernet cable going to the modem in the basement. It only works if I bring the Linksys down to the basement on a short ethernet cord. And then all my other ethernet stuff doesn't work. I have to use Wi-Fi for everything. So I have a new router. I'm pretty sure it's the router because it'll work for a while and then it'll die. So I haven't I'm holding the new one in my hand and I'm still connected to the old one for now. No, well I don't know. I'm trying to create a Linksys account because that's what it says I have to do. So I imagine my Linksys account is with you guys. Yeah. [silence]
02:00
Speaker 2
So the old one that is not working, is that the one that you're trying to reset the password? Ah, okay. Yeah, usually when for this one for the Linksys account. So, I think you're on the Linksys app, right?
02:00
Speaker 1
I my stupid phone, okay, so I don't need to, okay. I have it. Right, right, right. All right, so uh, so I should just go do the whole power down, cycle up thing and and connect to it. Right.
03:00
Speaker 2
Okay, so for this one, I'll like to give you a heads up. Um, we actually already discontinued uh the cloud server. So that is also maybe one of the reasons why you cannot access or reset the password, um, using the Linksys app. So, yes, you don't actually really need it. So, what you'll have to do is, um, connect the new one to the Ethernet cord connected to the modem that is in the basement. So, you're running a long Ethernet cord, right? And then, you're going to disconnect the new one to the modem that is connected directly to the modem. And then, um, power cycle first, the modem for at least three minutes.
03:00
Speaker 1
All right. So I can just use the IP to go to you. I can just use the IP in a browser to access the new Linksys. Uh, all right. All right. So are you going to stay on the phone or do I have to call back when everything shifts over then?
04:00
Speaker 2
So it will be able to detect the new router and then set up the new router, not using the Linksys app, but, um, you have two options to, um, set it up. The very first option is, you need to press the reset button of the new one five times, and then second is, through the web interface, where you need to go to 192:168 that one that one, or myrouter. local. Correct. Yes. Um,<start_of_audio>
04:00
Speaker 1
No, no I'm trying to get it, I'm trying to get it over. So, I got to run downstairs and pull out the other one. And I'll let it. So, I got to power down the cable modem and then I got to power it back up and wait for all the lights to be correct. And then I will come upstairs and connect the new Linksys router. Really? Allright. So I'll connect the Linksys upstairs to the ethernet cable. And then I'll go downstairs and power down the modem, and disconnect the short wire, and reconnect the long wire that is connected to the new Linksys. That's weird. Okay. Allright. I'll be back.
05:00
Speaker 2
you can also give us a call back. So which uh... Okay. Um better connect first ma'am to new router before you power cycle the uh... the modem. Mm-mm. Yes. Okay.
05:00
Speaker 1
Hello. Hello. Okay, so everything's connected. It is. Yesterday. Yes, today. Amazon. [silence]
09:00
Speaker 2
So I am still here. Okay. And then, can I have first, Ma'am, um, when did you purchase the Linksys router? [silence] Do you have a specific date of purchase? Yesterday. May I know which store? Amazon, okay. [silence] Is it, um, is it okay if I ask for the order details from Amazon or the invoice, because, um, based here on the serial number, it's actually showing as out of warranty. [silence] So, I just need to update this one. So, you'll be able to get the one year warranty and support for the unit.
09:00
Speaker 1
Okay. [ silence ] Okay. [ silence ] Okay. [ silence ] Okay, so let's see. I think we're going to have a chicken or the egg thing here, because I don't I'm not [ silence ] I have no wi-fi, I have no internet right now, and I barely I barely have cell service. So, I can send that to you once I get. My modem up and running. Sure. Jay. D is in Denise. B is in boy. E A U S as in Sam, O, L, E, I, L.
10:00
Speaker 2
okay okay um and then can i have an email address first
10:00
Speaker 1
Comcast cable. Um, do I have, I can't, I'm looking for the IP address to try to connect to it. [silence].
11:00
Speaker 2
Okay. So let me repeat that one just to make sure that is JDbaudsoil@comcast.net. Okay, and first name and last name. Okay. And um, what's the router right now? What's the status of the router? The new one that you connected. Okay. But the new router mem. Is already connected to the ethernet cord that is directly connected to your modem, right? Okay. And then do you see any LED light?
11:00
Speaker 1
it's blue oh it's like well it was blue now it looks like a purple yeah no I don't have I only have a Wi-Fi laptop hmm well I learned to look for the IP address so I could try that because is Wi-Fi even working it doesn't even say I have Wi-Fi how would I see that
12:00
Speaker 2
What's the color of the LED light at the front? It's solid blue. Purple, okay. So, that means that you actually need to set it up, so um do you have your computer connected right now to the link sys um WiFi? Okay. Did you connect your laptop to the WiFi of the link sys? [silence] So you can't see the default WiFi name of the link sys. Um can you check underneath your link sys router first? You have a default WiFi password sticker right on the back of your router. [silence]
12:00
Speaker 1
Oh, the Wi-Fi names? yeah, yeah, huh, some grabbly gook, name, I think. Oh crap, I'm gonna have to write this down. It's not something. So is it the Lynix is set up name, or is it the, Oh, that's the password, no, I'm not fucking with the, like, Oh, the shits, oh, please. okay, skip it, I'm turning.
13:00
Speaker 2
Hi, my name there. Usually it starts with linksy. Yes.
13:00
Speaker 1
Sure. Case sensitive? and even the name. Yeah. Yeah, I have Wi-Fi. I'm Wi-Fi capable. I'm just not I don't have a built-in Ethernet port. I have no idea how that works,
14:00
Speaker 2
Passwords are case sensitive from yes. Even the name says yes. But for your laptop, do you have a Wi-Fi option there? Okay. Okay, that's fine. You just need to go to the Wi-Fi and then go to available networks then select the Wi-Fi name of the links, it should be there. You just need to select it and then connect. What's your laptop?
14:00
Speaker 1
Oh, it's an HP. An HP Z book and it has Wi-Fi on it, but I don't understand where the Wi-Fi signal is going to be coming from. Alright, so how do I do that? So do I just have to type it? Like, so I'm going where on my laptop?
15:00
Speaker 2
HP? Yeah, that's right. Even if there's even if there's no internet once you're connected to the Wi-Fi that is fine because that is how you set it up. So you need to connect to the Wi-Fi name first, even if there's no internet. Um go to no you have to go to settings Ma'am, on your computer or laptop. Um settings and then um network and internet. okay, so select that one it will ask you for a password. yes.
15:00
Speaker 1
I need to grab my phone. I forgot my password. I gotta go back and check Checking network requirements. No internet secured. Do you know the address of the off the top of your head? [silence] Checking network requirements. No internet secured. [silence] You can't reach to go to checkout. Enter the IP address.
17:00
Speaker 2
OK. OK. That's fine. Then that's the time that you open a browser and then go to the IP address. Yeah, for this router, go to 192,
19:00
Speaker 1
Yeah. Yeah. Oh, it comes up. So it's probably the same as my other router. Download the Linksys app for setup. Yeah. Yeah. What what do you want me to do? Okay. This says one moleTranscribe this audio from the left channel. [silence]
20:00
Speaker 2
that 168. that one, that one. Okay. So, um, you have, do you see a picture of a phone? Okay. Double tap the phone picture. So it will route you to the interface or to the sign-in page. Uh, double tap or double click them the phone picture or image.
20:00
Speaker 1
Moment, sign in, yes, so I got to put that path. Go ahead, yep, yep. All right. I'm in. Network status, yep, in first line says router connected and then internet connected.
21:00
Speaker 2
OK. For sign-in is it asking for router password? Like access router password? OK. Usually mem. No, for this one, you have to use the default admin password, which is admin all lowercase. Okay. And then I guess you can see network status on one of the boxes, right?
21:00
Speaker 1
Yes. [silence] Yes, the green check marks. So, so this is going to, so this is going to be my only router, so I still have to do this. Okay. [silence] Yeah. Warning.
22:00
Speaker 2
So you have two check marks. Okay. All right. So, that means that it's connected to the internet. You just need to you just need to configure this one as a master node. So, the LED light will turn back to solid blue, since I guess this is still solid purple. So, I'll guide you through with that process. You need to scroll down. You will be able to. Yes, you still have to do this one. So, it will complete the setup. So, scroll down. You will be able to see end user license agreement on the boxes below. You see that one?
22:00
Speaker 1
No. I only see, so is there another page? Because I only see at the end, I see device lists and external storage. Oh, I see. Yeah. So in the And it's a little type. Yeah, I'm there. On the in user license agreement? Yeah. Yeah. Yeah. [silence]
23:00
Speaker 2
yeah end user on um and user license agreement, privacy statement, third party licenses uh no um below the boxes you have seven or eight white boxes, right okay below yeah yeah. it's tiny so um on the very lower right corner, you have CA Charlie alpha Yes, on that line, so you have end user license agreement, privacy statement, third party licenses, ukla privacy policy and CA like California okay, select CA
23:00
Speaker 1
I have end user license agreement, privacy statement, third party licenses, CA something privacy policy in California. Oh, CA, CA, yeah. I don't know what I was thinking. So what did I, so what did I just do? What am I doing? Yeah. Yeah. Yeah. Yeah.
24:00
Speaker 2
Yes. I want you to select the CAMAM, the California. No. Select the one and then the page will load up, but it will still route you to the same page. So um, did it load up after you click CA? Okay. So, go to connectivity below router settings. Okay. So once you open connectivity, you have option for basic internet.
24:00
Speaker 1
Administration and Vela, yeah. I'm saying basic and it tells me there are updates available. Should I just do automatic updates? Okay. Yeah. Yeah, Vela up sepa. I'm on Vela set up. S. S. S. This is this day in the password. Yeah.
25:00
Speaker 2
Okay. Select the, um, you're seeing, um, Velop setup? Is that the one that you're seeing? [silence] Uh, not yet. You can do that one later, but, um, aside from basic, you have internet settings, local network, advanced routing, administration, and then Velop setup or CA router setup. Okay. Okay. Select Velop setup. And then, I think it will ask you for, um, the Wi-Fi name and then the Wi-Fi pass-word, right? Okay. So, you have to create your own Wi-Fi name, that is the Wi-Fi name that your devices will connect. And then when you're setting up a router, you'll also be asked for an admin, password to control the router settings.
25:00
Speaker 1
Yeah. I'm just going to replicate the one I had before. So, let's see. And the password I had a password that I liked. Okay. Um well. Oops. And
26:00
Speaker 2
Then. and Wi-Fi password as well. So, before you click Set Up. Node, write it on a piece of paper or note so you have a reference of what is the Wi-Fi name and Wi-Fi password. Okay.
26:00
Speaker 1
OK. I have a password in the SSID. Applying changes. router not found.
27:00
Speaker 2
Okay, and then select ma'am set up node. Alright, click okay. Okay, that's normal, ma'am. So for this.
27:00
Speaker 1
I'm just going to look yeah it's blue I'm just going to look yeah it's blue I'm just going to look yeah it's blue yeah I see it so I just select that verifying and connecting
28:00
Speaker 2
Of before we click try again, the LED light of your Linksys router, I believe it's solid blue now. Okay, that's good. So, um yeah, go back to your wifi settings on your phone, on your laptop. You will no longer be able to see the default wifi name that you connected earlier. Um you should see the new wifi name that you have created. Oh yes, select that one and then connect.
28:00
Speaker 1
[silence] no internet secured. [silence] refresh the what? [silence] okay. the connectivity. the connectivity page the VLAN setup. [silence] so do add wireless. the [silence] do they're all asking [silence] the same [silence] sort of thing it's [silence] it's like that's what I was [silence] I was trying to say [silence] some [silence] apart [silence] apart from the [silence] Internet [silence] secured.
29:00
Speaker 2
no internet secured okay um can you go back to the can you refresh the my router. local um refresh the my router. local page where it gets you earlier router not found. yes
29:00
Speaker 1
shoul, be for child nodes. Yeah. On there. Yes. All right. Well, I can get to Amazon, Amazon Prime. I'm trying to think of something else that's not cash.
30:00
Speaker 2
No need. Just hit okay on that one. And then it will route you back to the smart Wi-Fi tools or linksys smart Wi-Fi. Okay. And alright. And then for the network status, Mem, is it still showing two checks under connected? Okay. Can you check if you have internet on your laptop now? Can you try to access any website where you often visit? Use a different tab. Okay that's good. And then other websites.
30:00
Speaker 1
I can get to my bank. I can get to the local newspaper that I never go to. Oh, you mean like my phone? Uh, yeah, my phone is showing. No, wait. [silence]
31:00
Speaker 2
Okay? Okay. All right, that's good. So that means that we have Internet. So possible when we got connected earlier, it just prompts no Internet because we just newly connected it and then we haven't refreshed yet the web interface. So that's a good thing that you're able to access website. So yeah, you have Internet now, ma'am. Would you like to try other device to make sure? Yes. Phone, TV, or other device you'd like to try. [silence]
31:00
Speaker 1
I'm gonna go to my activity. Oh, I gotta go to, I gotta do this on my phone. So it's the same one. Where the Hellish settings? Ah. Settings, connections, Wi-Fi. Yeah, it says JDB. Oh. I guess I gotta enter-- I probably gotta enter the password again. It's the same password. I didn't change anything.
32:00
Speaker 2
and
32:00
Speaker 1
So it's saying it's connected, but I have, I have... so the Wi-Fi icon on my phone looks a little different. It has a 6 on it. Is that just IPV6 or something? Oh, God. Wait a minute. It's down a cellar. You should have it on the Amazon server. There's like 7350 or something. Uh huh
33:00
Speaker 2
Okay. Um, no, for this one, what's the model of your old router, Ma'am?
33:00
Speaker 1
go down the baseline uh it's uh yeah EA 74 50. [silence]
34:00
Speaker 2
Like EA, I'm sorry, EA 7300, do you think that's it? Okay. Ah, okay. So since you have, ma'am, the EA 7450, the EA 7450 is actually using an old Wi-Fi technology, which is.
34:00
Speaker 1
Right. Right. Okay. All right. So. How do I get that invoice to you? Yeah. Lisa's support. Yeah. Okay, so I can just reply to this with the invoice?
35:00
Speaker 2
I 5 so. Demer 70 350 that you have right now, that is Wi-Fi 6. So it's using Wi-Fi 6 technology. That's why um, your phone was able to detect um, a much more faster Wi-Fi connection. So, it detects the Wi-Fi 6, so that's why you have 6 on the Wi-Fi icon. So, it's using the highest bandwidth of Wi-Fi right now. Yeah, go to your just go to your Amazon account and then just take a screenshot or download the invoice. I have um, already sent you an email to the email address that you provided earlier. Can you double check if you received my email? Ah, okay. Yes, just reply and then attach the invoice.
35:00
Speaker 1
okay, all right. I'm going to check Polyvision now.
36:00
Speaker 2
and then once I receive it, I'll be able to update here the warranty. So, this device has a one-year warranty and support. So, if in case the device needs to be troubleshoot, you can just give us a call back and then we'll provide full support with the unit, okay? All right. You can actually do that one later if you have the time, since you're able to since you're able to receive my email. So, for this one, ma'am, do you have any follow up questions for me? Will there be anything else? Okay. All right, so just remember ma'am, when you access the, so if you have to have advanced configurations with your router, just go to myrouter.local, same as how we access it. Enter the router password. Um, I think we didn't change the router
36:00
Speaker 1
Right. Yeah, my television is already working. I didn't have to reset it. Yeah, yeah. Yeah, my phone probably would have it connected I guess. All right. All right, thank you. You were great and I and I hope we never have to talk again. Yeah. All right, thank you. Bye.
37:00
Speaker 2
your password. So, that's going to be still admin all lowercase. Then you can access again the web interface, okay? Okay, that's good. Usually, most of since you didn't make any changes. You used the same wifi name and password, uh, most of the devices that will be able to recognize it, they will just automatically reconnect. Slowly. um, right? Okay. All right. So, you're welcome. Yeah, no worries. You're actually I believe you know your stuff in terms of wifi connection. But if you just have any additional concerns or questions, feel free to give us a call. You take care there, okay? Bye bye. [silence]
37:00