V2 Rubric Detail — fc233a28-6bfb-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-19 16:29
Duration
5m 50s
Contact
John Najarian
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134073
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WRT1900ACS Unable to access WEB 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
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provide technical guidance, or demonstrate ownership. Despite this being a common, resolvable issue (web UI access), the agent collected data without action and ended the call unresolved. Empathy, communication, and customer effort reduction were entirely absent.

V1 Case Analysis

Customer unable to access WRT-1900 admin UI via HTTPS. Agent collected info but provided no troubleshooting. No resolution or next step given.

Troubleshooting Steps
  • Collected customer name and email
  • Asked for and eventually received router serial number
  • Confirmed browser being used (Firefox)
Key Observations
  • Agent failed to provide any technical troubleshooting for accessing the router UI, despite KB providing clear steps for this exact issue.
  • Agent did not correct the customer's use of HTTPS — a known issue per KB, which recommends HTTP for local access.
  • Agent initially accepted 'AT&T' as the serial number, which is incorrect; later received correct serial 1822605A1258 at [04:00].
  • No mention of alternative access methods like http://myrouter.local or http://192.168.1.1, both documented in KB.
  • Call ended without resolution, escalation, or callback arrangement.
Positive Highlights
  • Agent collected customer name, email, and eventually the correct serial number.
  • Agent confirmed the router model (WRT-1900) and browser in use (Firefox).
  • Agent acknowledged the customer’s issue and attempted to create a case record.
Agent Errors / Gaps
  • Failed to advise customer to use HTTP instead of HTTPS — per KB, local router access uses HTTP, not HTTPS (universal_web_browser_setup.md).
  • Did not suggest alternative URL http://myrouter.local, which is the preferred method for most Linksys routers including WRT series.
  • Did not verify that the customer’s device was connected to the router’s LAN or Wi-Fi network.
  • Did not recommend basic troubleshooting steps: clear browser cache, try incognito mode, power cycle router, or try a different browser.
  • Accepted incorrect information (AT&T as serial number) before obtaining the correct one.
  • Provided no resolution or next-step guidance, leaving the customer without a path forward.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any solution; call ended without confirming access to the router UI or offering a path forward.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped all troubleshooting steps (e.g., verifying HTTP vs HTTPS, checking connection type, clearing cache) and did not use KB guidance despite a common known issue.
R3 Not Met Correct resolution path conf 96%
Agent failed to determine product status or select a resolution path; no attempt was made to guide the customer to web UI access despite it being a standard fixable issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic questions were asked beyond basic identification; agent did not identify root cause (e.g., HTTPS use, IP conflict, browser issue).
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., remote session, IP verification, browser workaround) clearly required for diagnosing web UI access failure.
T3 Not Met No misinformation conf 97%
No technical guidance was provided (e.g., use HTTP, try myrouter.local, clear cache), so no accurate information was shared.
Communication
C1 Not Met Clear & professional language conf 94%
Agent lost control of the call, failed to frame the interaction, and drifted into data collection without establishing a troubleshooting plan.
C2 Not Met Confirmed understanding conf 93%
Agent used repetitive filler ('um', 'okay') and did not adapt language or confirm understanding; communication was not tailored to customer's expressed confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent showed no ownership—did not commit to resolving, skipped troubleshooting, and did not prevent unnecessary repetition of information.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up were established; customer was left without direction.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—this was a basic L1 issue resolvable with standard KB steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer's frustration; tone was robotic and procedural, with no acknowledgment of effort or inconvenience.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust pace or tone despite customer's repeated attempts to explain; remained in generic data-collection mode.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number and ISP details; agent created unnecessary effort by not using available KB solutions.
Call Transcript12 turns · 12 lines
Speaker 1
Hi, I missed your name. Uh, what was your name? Ellie. Yeah, my name's Johnny. And I have a
00:00
Speaker 2
Welcome to links 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.links.com. Please have your device's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. Please have your device's 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, thank you for calling links to the technical support. My name is Ellie. How can I help you? Ellie! [silence]
00:00
Speaker 1
Router, WRT, 19, 20, ACS. And I can't get to the webpage from my computer. It seems to work. Um Um Um but it won't it won't let me get to the webpage. And I've tried the Uh one nine one, I can't read the rest of the uh thing off to you. It was working a couple days ago. I went to uh 192. Wait a minute. Did I type that in incorrectly? Correct. Correct. And the computer did
01:00
Speaker 2
okay uh that's 192 168 1 1
01:00
Speaker 1
Is, you know, I can get to web pages in that, but when I try to go to, uh, HTTPS colon, whack, whack, 192.168.1.1, it just says unable to connect because Firefox can't establish a connection to the server, could be temporary. I've rebooted the machine, restarted the router. Hey, I've got internet connectivity, but this is all I get. Firefox, yes sir. [silence]
02:00
Speaker 2
uh-huh oh okay do you own i mean what browser are you using right now Firefox okay um okay sir John um I will gonna be go ahead and needed to create a record for this conversation before we proceed if we really need to perform some troubleshooting but before that can I have your last
02:00
Speaker 1
Yes, Nigerian. N A J, A, R, I, A, N. Yes. [silence] [silence] J like John, N A J A R I A N [silence] 2 0 0 0. @ Y A H [silence] [silence] H U DOT C O M.
03:00
Speaker 2
uh name uh that's J for Juliet okay and Sir John can you also give me your active email address please? okay thank you so much okay so what is really um by the way happening with the router for John? so like is it not um do you have an internet connection right now or
03:00
Speaker 1
I have an internet connection. No, I have an internet connection. I just can't get into the user interface. Yep, one second. It is, wait a minute. 1822605A1258.
04:00
Speaker 2
Uh-huh. No. Okay, I see. So, John, can you also give me the serial number of your WRT-1900? [silence] Okay. Okay. Here it is.
04:00
Speaker 1
It's AT&T. [silence] Uh, it's AT&T. Yeah, I'd like to see what's logged in. I want to get to my NAS. I can't do anything on here. Hello?
05:00
Speaker 2
And your internet service provider, sir John is okay. So you just really want to access the web browser in their face, sir. nothing else. Okay. So, um,
05:00