V2 Rubric Detail — 0238ccce-8034-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 10:00
Duration
15m 56s
Contact
+447703888579
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00137233
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to Enter the WEB UI_SPNMX56CF
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol5.00/5
Efficiency4.00/5
Overall4.7/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+3.6)

V2 Grader Summary

The agent correctly diagnosed error 2123 on a SPNMX56, applied KB-backed password recovery, power-cycling, and cache-clearing steps, and enabled the customer to configure a 2.4 GHz network for their heating system. All technical guidance was accurate, the call was controlled and empathetic (with minor empathy gaps), and resolution was fully achieved without escalation or critical failures.

V1 Case Analysis

Customer locked out of SPNMX56 admin UI (error 2123). Resolved by power cycling router, clearing browser cache, and resetting admin password via recovery key on myrouter.local. Customer confirmed access and created 2.4 GHz SSID for heating system.

Troubleshooting Steps
  • Power-cycled the router (15-second unplug).
  • Cleared browser cache on the customer's computer.
  • Accessed the admin UI via myrouter.local.
  • Used the five-digit recovery key to reset the admin password.
  • Guided creation of a 2.4 GHz Wi-Fi SSID.
Key Observations
  • Agent correctly diagnosed error 2123 and applied the recovery key workaround after a power cycle and cache clear (aligned with KB guidance).
  • Used the correct local access URL (myrouter.local) for the SPNMX56 model (KB-confirmed).
  • Customer confirmed resolution and expressed gratitude, indicating full operational success.
Positive Highlights
  • Accurate technical guidance aligned with KB (reboot, cache clear, recovery key for error 2123).
  • Successfully resolved a complex login issue involving error 2123 on an ISP-provisioned model (SPNMX56).
  • Issue resolved on the call with the customer confirming success.
  • Polite and patient tone throughout the interaction.
  • Provided ticket number for future reference.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer successfully reset admin password, logged in, and created the 2.4 GHz network for the heating system.
R2 Met Diagnostic thoroughness conf 95%
Agent guided through recovery key entry, power-cycle, browser cache clearing, and Wi-Fi configuration — all necessary and logically sequenced steps that advanced the issue to resolution.
R3 Met Correct resolution path conf 95%
Agent selected non-destructive password recovery (recovery key) appropriate for SPNMX56 per KB guidance, avoiding unnecessary factory reset and aligning with product status.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified error 2123, confirmed prior troubleshooting attempts, and isolated the issue to password-reset failure through targeted diagnostic questions.
T2 Met Appropriate tools / resources used conf 92%
Used appropriate tools: web UI access, recovery key process, power cycle, and browser cache clear — all necessary, correctly applied, and interpreted per KB standards.
T3 Met No misinformation conf 96%
All instructions (recovery key entry, reboot, cache clear, Wi-Fi separation) align with Linksys KB documentation (universal_password_login.md and linksys_now_login_admin.md).
Communication
C1 Met Clear & professional language conf 90%
Agent framed the interaction upfront, collected required information, maintained control through troubleshooting, and managed transitions smoothly despite customer digressions.
C2 Met Confirmed understanding conf 93%
Used plain language (e.g., 'click on one of the phones'), adapted explanations to customer's pace (Firefox cache walk-through), and confirmed understanding without jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed all troubleshooting steps without unnecessary transfers, and resolved the issue in a single session.
O2 Met Proactive follow-through conf 88%
Provided clear next steps (reset password, reboot, clear cache, reattempt login, configure 2.4 GHz) which were executed and confirmed by the customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history or handoff occurring.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue resolved at L1 with full success.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and professional but did not explicitly acknowledge the customer's anxiety about 'screwing things up' or frustration with the error.
X2 Met Tone & rapport conf 90%
Adjusted pacing (e.g., guiding through cache clear step-by-step), confirmed comprehension (e.g., 'click on one of the phones'), and matched the customer's technical level.
X3 Met Overall experience conf 94%
Avoided unnecessary steps (e.g., no factory reset), used recovery key to preserve settings, and minimized repetition by guiding through a single session.
Call Transcript28 turns · 30 lines
Speaker 1
hello didn't catch your name. then okay great. um I'm in the UK. I've got a um a Linksys router uh model SPNMX56. and I've tried to log into the router. I've got the app and I've tried to log in on them on my um on the web interface and um I couldn't remember the password, so I've said we set the password. And uh it says unexpected error 2 1 2 3. yeah, so when
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Hi, thank you for calling Linksys. My name is Ven Vy. And I'll help you today. It's Ven. Uh huh. Uh huh. Uh huh. Uh huh. You're getting an unexpected error 2123.
00:00
Speaker 1
Sorry. I'm my first time calling you. Yes, you see, I've got a new central heating system and I've got to create a 2.4 gigabyte, 2.4 megahertz separate network for my heating. And that's the first time I've tried to do this. Okay. Here's Adrain Wheeler. Yeah. Yeah, that will, and the car. Yeah. The email address is AJ our Wheeler and at, oh, sorry, AJ R Wheeler. 50
01:00
Speaker 2
All right, thank you so much for that one. Before anything else, can I also ask, is this your first time calling? Is this your first time calling? All right. All right, thank you so much for that one. Since this is your first time calling, I'll just have to gather some quick information so I can create a case here, and can I have your first and last name? Adrian Wheeler. Is Wheeler spelled as W H E E L E R? Thank you so much. What about the email address? All right. Thank you so much. A J R Wheeler 58@outlook.com. The phone number you're currently calling is at 07703 8579. What's the serial number for your spann MX 56 0? Alright. 59 November 10 Mary 26 Echo 152. Just to confirm. Is your internet provider Community Fiber? How many links does this device in total? How many linked to it? If you're going to provide for your S.P. is 56.
01:00
Speaker 1
Oh, only the one. No, I've just, I didn't want to do any reset. All I did was try to go to the, to the, um, to log in. I couldn't remember my password, or, or I don't remember. I thought, I thought I'd changed my password. I put that in and it says, unexpected error. So I reset the password, I reset the password using the code on the bottom of the router. And then that's when it just gave unexpected error, two, one, two, three. Yeah. My, my router.local. Yeah. Okay, so now it says. [silence]
03:00
Speaker 2
Linksys devices do you have in total? All right. Thank you so much. Have you done any troubleshooting so far besides just entering the link, the Linksys web interface? All right. I see. Thank you so much for that one. Can you open a new tab instead? On the new tab, try typing in myrouter.local. L-O-C-A-L. All in one word. Just. Yes.
03:00
Speaker 1
Hey, it's come up with a page say keep - continue to link to smart Wi-Fi. Can I do that? Um, let me just go back. Uh, yes, two cell phones one behind the other. Yeah, and I think, oh yeah, so okay. It says access route is sign in. Reset password, yes. Okay. So, it says enter the key. So, I've got that one which is 5840. Okay. So now it's saying putting in a admin password and password hint.
04:00
Speaker 2
Yeah, is there a picture of two cellphones. All right. Can you click on one of the phones? All right. Once you click on one of the phones, it also asks for the password, right? Is there also an option to reset password there. Click on that one. Try resetting the password one more time. Yes, the same one. Hint is optional. Just go ahead and put in the same password you tried creating earlier. [silence]
04:00
Speaker 1
Okay. So it's it's picked all at least 10 characters upper and lowercase that's a one number. One. And yeah, it looks fine. So I reset. That's just I don't want to save the password. I won't bother. I think. Now, so I'm back to that same screen. Unexpected error 2123. Okay. Now, this is regular call. Okay. I didn't want to do that in case um. I could turn it up from the bottom couldn't I?
05:00
Speaker 2
[silence] [silence] Yes. [silence] [silence] All right. [silence] This time, you will need to consider rebooting your Linksys router. [silence] To confirm, are you on are you on regular call or is it on Wi-Fi calling? [silence] All right. You just need to unplug your Linksys router for 15 seconds from the power and plug it back in after. [silence] Yes, but it's much more better to unplug it from the power instead.
05:00
Speaker 1
Right, it's off. I'll takes you helped of this. It's not been often since I had it, I don't think, so. Yeah. I've just got to find the lead, which has now dropped down, of course. Yeah, here it is. I'm going to plug it back in. Okay, it's back in. Right. So, Okay.
06:00
Speaker 2
All right. 15 seconds is fast. Did you plug it back in? Yes. All right. So it's currently rebooting. While it's still rebooting, on your laptop or computer, try clearing the cache. Make sure that all tabs that was open before are closed, so you can start fresh once it's done rebooting.
06:00
Speaker 1
So, how do I clear the cache? Just go into, well, actually I was on Firefox. Is that okay? Right, uh three dots, yeah. Settings, cache. Okay, so it says clear browsing data. Okay, it says calculating data size and cache size.
07:00
Speaker 2
Are you using edge or chrome? Yes. It should be same as well. There should be the three dots at the top right. Can you see it? go to your settings and from there, you should be able to search cache. Yes, that's the one.
07:00
Speaker 1
it says filter is doing it [ silence ] so calculating so when last hour should I do last last say everything maybe yeah [ silence ] right i think it's done it right well it looks like it's um it's back on again on the there's a steady blue light and so it's actually it's connected on a on a cable.
08:00
Speaker 2
Yes, yes, you can. [silence] All right, let's just wait for the router to finish rebooting and make sure that your computer is connected to the wi-fi again. [silence] All right, make sure that you're connected to the wi-fi. [silence] all right. [silence] That's cable.
08:00
Speaker 1
Yeah. Oh, nine. No, it doesn't, which is good. So, unable to connect, uh, Oh, I've got 169, Haha, sorry. It doesn't like that. 192.168.1.1 unhappy to connect. Yeah, I guess I'll just serve it. Maybe, everything's all still fine. Wait a minute. Right? Okay, one of the best news.
09:00
Speaker 2
it'll currently says it's unable to connect
09:00
Speaker 1
Right now it's doing something. Now it says I'm back on that page where it says we have a pictures of two phones. Okay. Okay. Reset password. Okay. Thanks. I've got to put the recovery key in.
10:00
Speaker 2
Click on the picture. Try to reset the password one more time. You can still recycle the old password that you created. [silence]
10:00
Speaker 1
And that's give me a chance to put in this password. Okay. So reset. Now it's waiting, which it didn't do before. Right, I think I'm in. Good. So I didn't like that. Yes. I've got that. That's it. And then I can I'm looking at so wireless Wi-Fi.
11:00
Speaker 2
[silence] Perfect. Now, as you mentioned, you need to change it, or I'm sorry, you need to create the 2.4. So all you have to do is just go to Wi-Fi Settings under the router settings tab, that should be it. You need to click
11:00
Speaker 1
Yeah. Show them all. Okay, five gigahertz band, T. Can I just change the name of the first one? The point Call. right. Okay. So the password for this is, the password is is the normal Wi-Fi password. Is it? I guess. Yeah. Good. Right. I think I've done that then. Okay. Okay. right. Excellent. So it's applying changes.
12:00
Speaker 2
uh, you need to click show more if it doesn't show you a lot of Wi-Fi names. yes, you can have the same password, but they must have different names. Yes. All right. So, you just need to wait until all changes are applied. Here's also your ticket number, which serves as your reference, just in case you need to call us with a different issue. Your ticket number is Ltango 001323.
12:00
Speaker 1
So, um, great, that's good. So everything that was on, on the original, I presume most, most of the devices will be connecting to 5, 5. gigahertz. Uh, right. So that's really the only, that's the only device that requires that, that's my new essential heating, um, controlling system. Apparently, it doesn't like, uh, the 5G, so, uh, should be able to get that working now. Actually, I've just said that the, the username, I mean, I didn't put in a username, oops, to log in to the, so it came up with my resource or something. Um, right, okay, good. Well, thank you very much. I was a bit worried that I was going to screw everything up, but, so, thanks for your help. That's brilliant. Thanks. Are you based in
13:00
Speaker 2
Alright, is there anything else? [silence] Yes, they will reconnect on their own on the 5 GHz, but you need to manually connect them on the 2.4. [silence] I see. [silence] That's good. All right. [silence] Yes, it doesn't need a username, it just requires your admin password. [silence] I see. [silence] Thank you so much for calling Linksys. [silence] If there's nothing else, once again, thank you. [silence] Take care.
13:00
Speaker 1
In UK, or are you in? How are you? Okay. Amazing, isn't it? Well, thanks for helping. Must be the middle of the night there, isn't it? Oh, yeah. Well, happy night doesn't take too long. Cheers. All right. Are you still there? Oh, it's just, there's one thing. I've got the app on my phone. So, I was trying to use that and I got the same error, of course. So, I should be able to log into on my phone, shouldn't I? Uh, all right. Can I give that a quick go? Um, [silence]
14:00
Speaker 2
We're based in the Philippines. Yes, it's turning light time. alright. alright. Bye-bye. take care. Yes, you may now end the call. uh-huh. Mm. Yes, but you will need to use the new password you created. Go ahead. No worries there. All right. All right. Take care and have a great day.
14:00