V2 Rubric Detail — ff967eac-5f82-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 19:32
Duration
9m 33s
Contact
William Huffman
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00132108
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300 - unable to open WebUI
⚠ Auto-Zero applied: Discourtesy — agent used patronizing and age-based stereotypes ('not one of the old grandmas') when assessing customer capability, violating professionalism and empathy standards.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the issue, provided materially incorrect technical guidance (HTTPS for local UI), and used condescending language that undermined trust. While ownership and next steps were handled adequately, the interaction lacked empathy, accuracy, and effective troubleshooting, resulting in an unresolved case and a critical discourtesy failure.

V1 Case Analysis

Customer unable to access router admin page (blank blue screen) and wants separate 2.4 GHz/5 GHz SSIDs. Agent advised HTTPS access, recovery-key password reset, and renaming SSIDs via the Linksys app, then promised email instructions.

Troubleshooting Steps
  • Advised to try HTTPS access to the admin page (https://myrouter.local).
  • Explained use of the five-digit recovery key to reset the router admin password.
  • Recommended renaming SSIDs via the Linksys mobile app to create distinct 2.4 GHz and 5 GHz networks.
Key Observations
  • Agent did not collect product model or serial number.
  • Agent provided an incorrect URL: 'https ::// 192.168.1233' at [06:00], which is invalid and potentially misleading.
  • Agent used unprofessional, condescending language: 'You're a geek, my friend. You are not one of the old grandmas that I talk with' at [08:00].
  • No verification was performed to confirm whether HTTPS access, recovery key reset, or SSID renaming succeeded.
  • Agent failed to create or cite a case number despite stating intent to do so.
Positive Highlights
  • Correctly suggested using HTTPS (https://myrouter.local) to bypass admin UI blank screen.
  • Accurately explained the recovery key process for resetting the admin password.
  • Offered to send written instructions via email after the call.
Agent Errors / Gaps
  • Failed to obtain essential product details (model/serial).
  • Did not confirm the outcome of the suggested troubleshooting steps.
  • Provided an incorrect and malformed URL: 'https ::// 192.168.1233' at [06:00].
  • Used informal and potentially offensive phrasing ('you are a geek', 'not one of the old grandmas').
  • Failed to document or reference a HappyFox case despite claiming to create one.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not confirm resolution; issue remained unresolved as customer was left to self-serve after incomplete guidance and an HTTPS error.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested trying myrouter.local and the Linksys app, but skipped key diagnostics like checking firmware or current SSID settings.
R3 Met Correct resolution path conf 95%
Agent correctly identified OOW status and provided best-effort troubleshooting instead of dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (UI access issue, band separation need) and asked about ISP, but failed to probe deeper into configuration history or device compatibility.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent referenced correct tools (local UI, app), but incorrectly insisted on HTTPS, which is not standard for local router access and caused a security warning.
T3 Not Met No misinformation conf 95%
Agent instructed customer to use HTTPS for http://192.168.1.1 and http://myrouter.local, which are HTTP-only local addresses — this is materially incorrect and caused a 'connection not private' error.
Communication
C1 Partially Met Clear & professional language conf 85%
Call had long silences and no clear framing; agent maintained basic control but ended without confirmation or closure.
C2 Partially Met Confirmed understanding conf 80%
Used informal tone and made assumptions about user capability ('you're a geek'), but adapted language to avoid deep technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and committed to sending follow-up instructions via email.
O2 Met Proactive follow-through conf 95%
Provided specific next step (email instructions) with a realistic timeline (5–10 minutes after call).
O3 Not Applicable Closure confirmation conf 100%
No prior history referenced; no handoff occurred — appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted for this configuration issue.
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 made condescending remark: 'you are not one of the old grandmas... you're young and you can navigate' — shows lack of empathy and professionalism.
X2 Not Met Tone & rapport conf 90%
Tone was dismissive and did not adapt to customer’s confusion; no reassurance or active engagement after blue screen persisted.
X3 Not Met Overall experience conf 90%
Customer was left to perform all steps alone despite being stuck; agent offered no remote assistance or simplified path.
Call Transcript20 turns · 20 lines
Speaker 1
Okay. William Hoffman:
00:00
Speaker 2
Welcome to links is 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 serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your devices 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. Thank you for calling links. My name is Nathan. Who am I speaking with? William Coppsman. How do you spell your last name, William?
00:00
Speaker 1
H-U-S-S-M-A-N. Uh, yes, sir, it is. Um, do you want... okay, so I am the... I am... do you want the email address that is attached to our Wi-Fi information or just like my personal one? Okay. Are you ready for my email? Okay. So, William, W-I-L-L-I-A-M.huffman, H-U-F-F-M-A-N. Five, six, seven, eight. Or, no, wait, wait, hold on. Wait. Sorry, just six, five, six, seven,
01:00
Speaker 2
[silence] [silence] Is this your [silence] place I'm calling, William? [silence] Let me create a case ticket for you. I will need your email address. [silence] I hope you won't mind. [silence] Anything that you can receive, just in case, [silence] I will send instructions to you that you can receive. [silence] [silence] Go ahead.
01:00
Speaker 1
[KEEP_UNCERTAIN] So, I'm billy.huffman, and I'm number 678 at gmail.com. I'm So we have our router, and I'm trying to make it so that we have a 5 gigahertz band and a 2.4 GHz band of Wi-Fi. And the internet told me to type in my little IP address into an internet or into a search bar, and then it would pop up with the website to fix it where you could add the varying different website or Wi-Fi bands for the two different gigahertz that I'm interested in. And I did that, and it popped up with the first time I did it, but then I had to leave to go do something, and now the website is just black. And I've tried loading it or it's not black, it's like a navy blue color, but there's nothing else I can click on it. And I've tried it on multiple different devices, and according to the support, the bot on your website that I've tried, I. [silence]
02:00
Speaker 2
All right, tell me what is your problem? [silence]
02:00
Speaker 1
TRACK ONE.
03:00
Speaker 2
ok? Do you have this here number? Let me take a look. Let's see it. Little way.
03:00
Speaker 1
Yeah, I wanted to make it to yeah, I wanted to make two separate bands. Uh, it's on my mom's phone and she's not currently home. Do I need that? Uh, for my current one? My current wifi name should be like Nova Wifi or something like that.
04:00
Speaker 2
All right. You mentioned you wanted to separate or add the 5G. [silence] All right. is there a specific reason for that one? Do you have access, by the way, to the linksys app? uh it's easy if you have access to the phone, all you need to do is rename the wifi. The wifi is currently, let me see, what is what is your wifi name, the original one? Yes. All right. So, in your in your linksys app, it will show you under WiFi, both 2.4 and the 5.
04:00
Speaker 1
uh yes yes yes I did and that just came up with the same blue screen on an incognito browser [silence]
05:00
Speaker 2
G. Now, if you want to separate them, all you need to do is maybe create a suffix like Nova Wi-Fi 2.4 and Nova Wi-Fi 5G. Now, you will have two Wi-Fi names separated by 2.4 and the 5G. You can do that in the Linksys app. Okay? That's easy. Now, uh, there's another way to do that, one that would be to the browser, which you are trying to attempt right now. You try the 192.168.1.1, right? And show you a blue screen. Have you tried my router.local? Did you try to run Incognito? Yeah. By the way, who's your internet service provider? Spectrum.
05:00
Speaker 1
I think so. Let me check. I think so. Um. Our other box says Eris on it A-R-R-I-S. Okay. Um, so you said an incognito browser, try my router.local? Okay. Okay, it's fully loaded and it's still just that uh blank blue screen.
06:00
Speaker 2
I could be on the spectrum. Yes.ландскейп. Can you type https :// my router.locals or https ::// 192.168.1233[silence][silence]
06:00
Speaker 1
It's a connection is not private Um, blah, blah, blah. Okay, do I click back this? Yep.[silence]
07:00
Speaker 2
Instead of HTTP, put in the letter S in that one. No, no, with S. HTTPS. HTTPS. HTTPS. Yes. Okay. You're almost there. Okay. That is it. All you need to... No, no, no. Okay, let me explain. This is now the router. This is the administration page. You can proceed with this one. If you forgot the router password, you can reset the router password and then it will ask for the recovery key. The recovery key is underneath the router. You can use that one and then create a new router password. [ silence ]
07:00
Speaker 1
Yeah. Okay. Yeah. William Dahan. Okay. That sounds good. Okay.
08:00
Speaker 2
Password. After that, it will allow you you to go inside the router. Uh William, I cannot stay on the line and assist you online. The reason is your router is already out of warranty since five years ago. But I am pretty sure you are on the right track. You are around 90% there. All you have to do is a little nudge. And you're a geek, my friend. You are not one of the old grandmas that I talk with. You're young and you can navigate. Am I right? Right? Okay. You can you can figure it out. Don't worry. And then I will still send you instruction, by the way. That's the reason why I asked for an email that you can receive. William Hoffman 678 afemail.com. Can give you the instruction in there. All right. Now, if it still doesn't go through, uh use the link this app of your mom's phone. You can separate the Wi-Fi. There's an option there to change the Wi-Fi settings. Now
08:00
Speaker 1
Will will you send the, the can you send me the instructions for the app over email as well, sweet? Thank you so much. Okay, you have to, thank you, bye.
09:00
Speaker 2
uh on the computer the instruction yes i will uh give me around five to ten minutes after this call i will write the instruction myself okay all right then thanks for calling us william and this is nathan from and glad to be of have a nice day and good day bye bye for now
09:00