V2 Rubric Detail — 054c2a0a-7963-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 17:49
Duration
38m 34s
Contact
John Haupt
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136030
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CANNOT ACCESS UI LOCALLY.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall77.8% (+21.8)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer through a recovery key reset and mesh node recovery, restoring access to the router and network drive. However, T3 is Not Met due to materially incorrect technical information: an invalid URL and the claim of '25 gigahertz' bands, which contradicts the KB. No critical failures occurred, and resolution was achieved without escalation.

V1 Case Analysis

Customer unable to access MX4200 admin UI; received error 2298 when using recovery key. Agent guided through multiple resets and incorrect login attempts. Eventually restored access via factory reset and reconnection to default SSID. Wi-Fi settings updated successfully.

Troubleshooting Steps
  • Collected model number, serial number, contact information, and ISP details.
  • Attempted recovery key password reset (resulted in error 2298).
  • Instructed customer to use invalid URL (http://192.168.1.1/myrouter.local).
  • Guided through factory reset of parent and child nodes via reset button hold, monitoring LED behavior.
  • Had customer reconnect to default Wi-Fi SSID and access http://192.168.1.1.
  • Assisted with changing Wi-Fi name and password for both bands.
Key Observations
  • Agent provided a technically invalid URL (http://192.168.1.1/myrouter.local) at [08:00] and [10:00], which is not a valid router access path per the KB.
  • Agent incorrectly described the recovery key process, implying it could be used repeatedly despite error 2298, which suggests a system-level issue requiring reset.
  • Reset instructions were confusing and inconsistent with KB guidance, mixing descriptions of LED behavior (red blink, solid blue, solid purple) without clear model-specific guidance.
  • Agent failed to recognize that error 2298 during recovery key use often indicates firmware or system corruption requiring a factory reset, per universal_factory_reset.md.
  • Agent took an unexplained 3–5 minute hold for a 'personal break' during active troubleshooting, disrupting flow and violating support continuity expectations.
  • Customer expressed confusion multiple times (e.g., [27:00] 'I'm lost'), indicating poor pacing and clarity in instructions.
Positive Highlights
  • Correctly identified the product as MX4200 and confirmed it was part of a mesh system with a child node.
  • Successfully guided the customer through a factory reset of both parent and child nodes, resulting in restored access per universal_factory_reset.md.
  • Collected full customer contact information (name, phone, email) and serial number after initial difficulty.
  • Confirmed resolution by verifying network drive and TV functionality post-fix.
  • Maintained call control and did not escalate unnecessarily, resolving the issue within scope.
Agent Errors / Gaps
  • Provided invalid URL syntax (http://192.168.1.1/myrouter.local) at [08:00] and [10:00], which contradicts the KB guidance for router access (192.168.1.1 or myrouter.local).
  • Misunderstood the recovery key functionality by not acknowledging error 2298 as a sign that the recovery process had failed and a reset was needed earlier, per universal_password_login.md.
  • Gave inconsistent and partially incorrect LED behavior descriptions during reset process (e.g., solid blue vs. solid purple), contradicting the KB’s clear guidance on reset procedures (universal_factory_reset.md).
  • Failed to confirm whether the customer could access the internet or reach other sites before and after reset attempts, missing a basic troubleshooting step.
  • Gave unclear instructions about Wi-Fi band configuration, initially suggesting separate names before correcting to unified SSID, which could have been avoided with clearer guidance from the start.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms they can see the network drive and access the web interface again after recovery steps.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through recovery key use, password reset, node resets, and reconnection steps with logical progression.
R3 Met Correct resolution path conf 95%
Agent correctly pursued a reset-and-recover path for a software/config issue on an in-warranty MX4200, avoiding unnecessary RMA.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (can't access UI), asked for model, serial, light status, and verified connection state.
T2 Met Appropriate tools / resources used conf 90%
No remote tools or logs were available or required; agent used correct KB-based steps appropriate to the issue.
T3 Not Met No misinformation conf 95%
Agent provided an invalid URL ('http://192.168.1.1/myrouter.local?') and claimed there are '25 gigahertz bands' (contradicted by universal_legacy_device_wifi.md which only lists 2.4, 5, and 6 GHz).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained structure but had long silences, unannounced holds, and moments of lost control when customer expressed confusion.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms without simplification; customer said 'I'm lost' and needed repeated guidance.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer unnecessarily.
O2 Met Proactive follow-through conf 95%
Agent set a clear 3–5 minute hold expectation and completed follow-up, providing a ticket number.
O3 Not Applicable Closure confirmation conf 98%
No prior case history is evident; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted given the successful resolution path.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not acknowledge customer frustration or repeat-contact fatigue; empathy was minimal.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a steady pace but did not adapt tone or simplify when customer expressed confusion ('I'm lost').
X3 Partially Met Overall experience conf 80%
Customer had to perform multiple resets and re-entries; agent could not streamline the recovery process.
Call Transcript64 turns · 68 lines
Speaker 1
Yes, I'm having trouble accessing my, uh, my router. I just upgraded my computer to a new computer. It, uh, I mean, it's connecting and it's working, but I can't access it from the web anymore. [silence] Yes. Well, at least for this, at least for this device anyway.
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 for more information about your product. Hi, thank you for calling Linksys. This is Jean. I'm going to help you today. But is this your first time calling us for support, sir? And may I know the reason why [silence]
00:00
Speaker 1
Yeah, because I wanted to use a Network Drive, about that NAS. John Hopt, H-A-U-P-T. A U P T. Yeah. Right. 610 5092761. John
01:00
Speaker 2
Okay. And behind your reason, why do you need to access the web interface or the router settings of your linksys? Okay. May I know your first name and last name? Okay. A H J O H N H for Hello. E for essential I for information. U for umbrella. P for peter T for Thomas. And your call back number? How about your email?
01:00
Speaker 1
mhm, right, yep. I have the MX 4200. Yes. uh. Sure. um, three eight U one zero M five six Z one five 782.
02:00
Speaker 2
Okay, so it's J-o H-n T for Tom 54 at PPD that.net and how many links this router do you have in total, sir? So you have one links is router. Can you please provide the serial number? I guess three eight U for umbrella 1 0 and
02:00
Speaker 1
No. That's a C, not a Z. Hmm. Yep. Uh, Pentel data. P-E-N-T-E-L-A-D-A T-A P-E-N-T-E-L-A-D-A-T-A. What is the one in the middle? [silence]
03:00
Speaker 2
m for Michael, 56Z for zebra, 15769. Okay, C for Charlie. So the model number for your Linksys device is an MX4200. And who is your internet service provider? Can you spell it for me? Pentailant. And what is the light indicator of this router? Light. Solid blue.
03:00
Speaker 1
"Yes um yeah, that's what I've been trying to do. Um yeah, I have a browser open. Yeah. Okay. Okay, get that warning message. Right. Okay, um I'm goin."
04:00
Speaker 2
Okay. Now, kindly use a computer or a laptop to access the web interface. [silence] All right. Kindly open a browser such Google. [silence] And then on the address bar, type in 192-168-1-1. [silence] And then enter. [silence] All right. Click advanced or continue. [silence]
04:00
Speaker 1
Getting enter recovery key. While isin't it asking for my for my regular password? Yeah. I have, but I haven't. Right. So is this because of a new computer?
05:00
Speaker 2
okay. So, it asked you to create your own router password. To use the recovery key, label on the bottom of the router. No, it's not your regular password. It's your router password, which every time you're going to access your web interface, it will ask for your router password. So, it asked to change your. But then it tasked you to change your router password. So on the on the bottom of the parent, you can see the five digit recovery key. Might be? But don't worry for that one, sir. If you are planning to change it, you can use the router password that you commonly use before.
05:00
Speaker 1
Okay, I put the recovery key in, and it says, create a new admin password and hint. So I can use anything? Don't use one I used before. So we said okay. [silence] Okay. I got an error code: unexpected error 2298.
06:00
Speaker 2
And then. Yeah, go ahead. Yeah. You can actually use the one that you used before. Yeah. And how many links is this router? Do you have... The. [silence]
06:00
Speaker 1
[silence] okay. [silence] I have one and I have a node. [silence] Yeah. [silence] Yes. [silence] Okay. Okay. okay the light went red. [silence] Get out of them. Close it. Yeah okay. All right. Okay.
07:00
Speaker 2
OK, now can you please unplug the ethernet cable connected from the modem to the parent node? And then can we read off or get out to the pages you just opened? Yes. X .1. Yeah. Exit. OK. Can we open a browser again?
07:00
Speaker 1
Mm-hmm. Mm-hmm. Yeah. Mm-hmm. Okay. Mm-hmm. It. Mm-hmm. Okay, you got the. Message again.
08:00
Speaker 2
Google and I go to the address bar and type HTTP call in or slash slash 192.168 dot 1 dot 1. So it's HTTP call in or slash slash 192.168 dot 1 dot 1.
08:00
Speaker 1
Okay, I got the reset admin password again. Put the key in again. I will have this memorized soon. Submit. Try the admin password again. Same unexpected error 229,
09:00
Speaker 2
Click "Advance," continue. [""] Yes, proceed. Yes.
09:00
Speaker 1
Okay, error message. I'll continue. Same thing, reset admin key.
10:00
Speaker 2
How about http://192.168.1.1/myrouter.local?
10:00
Speaker 1
I'm going to create a new, yeah, create a new admin password, okay. Nope, same error. Okay.
11:00
Speaker 2
yeah, go ahead.
11:00
Speaker 1
Okay. Hmm. Turn solid red it didn't turn blue.
12:00
Speaker 2
Okay, while waiting for the, sorry, parent nodes to turn solid blue, kindly move the childminders closer to the parent node.
12:00
Speaker 1
It's uh like uh I'll have to go downstairs wait wait one moment. [silence] yeah I'm yeah yeah I'm doing that now.
13:00
Speaker 2
Okay, we can remove the child node about two or three feet away from the parent node
13:00
Speaker 1
they're both blue. Yeah. So you keep holding the reset button.
14:00
Speaker 2
and plug that directly to the power or wall outlet. Okay, this time, kindly press and hold the reset button of the parent node, John, and then observe the light behavior, make sure that the light blinks red, then goes off, and then turn to solid blue. So when it turned to solid blue, that's the time that you release or let go the reset button.
14:00
Speaker 1
Okay. Okay. It's blinking red. That went, it went out. And I went solid blue. No, it's, it's I'm sorry, it's a slow blink. Is that good? Okay. Do the same thing.
15:00
Speaker 2
Yes. And make sure the light blink red, then off, turn to solid blue. When it turn to solid blue, let go, or release the light reset button. Keep holding. Okay, released. And then reset the other node. That's okay. It will turn to solid purple. Yeah, it's still good. It's good. Yeah, you can proceed to reset the other node.
15:00
Speaker 1
This one's taking long. The other one turned purple. It's still blinking red. No. Okay. It's still blinking red. [silence]
17:00
Speaker 2
Okay, so the other node turns solid purple. How about this node? And you just keep on holding the reset button? It doesn't went off or goes off? [silence] Okay, let's go and gently press and hold the reset button again. [silence] And then describe the light behavior, please. Maro, what is the model number of this?
17:00
Speaker 1
MX, MX, oh, the should be the same. Yeah, MX 4,200. Got them as a set. Okay, no going out. [silence]
18:00
Speaker 2
router the child node okay you you you can actually try to use the pen or paper clip to press and hold the reset button that might be the router needs to be hard hard reset okay keep on holding it until it turns solid blue
18:00
Speaker 1
Okay, it's blue. Okay. Yeah, it's purple.
19:00
Speaker 2
Okay. Blinking. Okay, blinking. Blinking. Okay, blinking. Blinking. Okay. Okay. Okay. Blinking. Okay. Okay. Blinking. Okay. Blinking. Let go the reset button. So let's wait for both devices to turn solid purple. Then let me confirm that they're about two or three feet apart from each other. And I think that's fine.
19:00
Speaker 1
they're both purple. Mhm. five five times. five times. and then five seconds. Okay. Now it turned white it's playing slow blink okay ok okay sure okaySome words were masked by background music or were}
20:00
Speaker 2
Blinking? Okay, that's good, good. a good sign. it means they are setting, it's setting up. so, it will takes three up to five minutes for a router to set up. so, keep on observing it. and gently monitor the connection of the child node. [silence] and while waiting can I please hold the call for three to five minutes also to have resources in my end and to have a personal break. This is just a quick. so, just please stay on the other line. I will be right back. thank you. [silence]
21:00
Speaker 1
Yeah, the TV kept going out while you were sleeping. I had to unplug this for a while, so turn it off and back on again. Oh, they're resetting my Wi-Fi. Maybe a minute or two yet. No, it's a Lynxsys, my router. I can't access it from the internet. They're troubleshooting it. Uh, it works, but it's, I wasn't accessing it. Well, they're resetting it. Is it raining out yet? [silence] Yes, [silence] yeah, they're both solid blue. [silence] I'm not sure what you just said. [silence] Oh, okay. [silence] Oh, okay. Good. So what are we doing now?
22:00
Speaker 2
Okay, so thank you for patiently waiting. Are you still there? Okay. Now, what is, what are the light indicator of your link system devices, sir? Okay, that's good. So, kindly connect your computer or Windows computer to the default name and password of the parent node. On the bottom of the parent node. Okay. So, I just want to set expectation that since we reset your link system system, it back to its default name and password labeled on the bottom of the parent node. But don't worry, we can still retrieve your original Wi-Fi name and password when we're going to access the web interface. Is your Windows computer connected to the Velop Setup underscore Velop Setup?
26:00
Speaker 1
[silence] Where do I go? [silence] I'm lost. I'm not sure what I'm supposed to be doing here.
27:00
Speaker 2
Okay, so make sure your Wi-Fi is on. Go to the Wi-Fi setting, select your Wi-Fi name, which is labeled on the bottom of the parent node, it starts with underscore and a model number. [silence] Example: your desktop computer says, go to your Wi-Fi settings, check the available networks. And then your Wi-Fi name now is the underscore and a model number.
27:00
Speaker 1
Okay show available okay show available Okay there I see the vol up set up okay Connect Enter password so it's the password that oh Brother I'm gonna have to write that down yes let's see this is awkward I just gotta get a light on this so I can see the small letters here So Mary Ann please I'm talking to someone okay right everything's not working right now no.
28:00
Speaker 2
on the bottom of the parent mode you need to select that one and also the Wi-Fi password on the bottom or underneath the parent connect yeah yes on the bottom of the parent mode OK [silence]
28:00
Speaker 1
Okay, just wrote that down. See, let's see if that works. Says secured, connected.
29:00
Speaker 2
Okay. Check if you can brouse. I'm going to open a browser such Google.
29:00
Speaker 1
Okay, there's the error message. Continue. Okay, access flop, billing. So I put that same password in. Okay. Okay. Okay, there's an error message. Continue. Okay, I'm in.
30:00
Speaker 2
then on the address bar, type one-nine-two, dot-one-six-eight.dotone.one. Okay. Let's let's try to use admin first. All lower case/admin to log, to sign in or to logged in. Okay, that's good. And then let's recover your original Wi-Fi name and Wi-Fi password. Just go to the Wi-Fi settings to
30:00
Speaker 1
Fireplace settings okay. Yeah. All right. Okay. I think that's right. Wow, make sure I got it right. Okay. And change the password. [silence]
31:00
Speaker 2
On the left side. Then clicked edit to change your wifi name and wifi password as it was. Then after that, click apply.
31:00
Speaker 1
OK. Apply. OK. So it has the 2.4 gigahertz as the old, heh, my old network name and stuff, but the 5 gigahertz doesn't. So I have to change both of these, don't I? Uh, just one Wi-Fi name. Okay. All right.
32:00
Speaker 2
[silence] Okay, but before. Do you have a 2.4 and 5 GHz bander? Did you separate the bandwidth? As to what you remember? Or just use one Wi-Fi name? Okay, yeah. So, for the meantime, just use the same Wi-Fi name and password to both bands for the 2.4 and 5.
32:00
Speaker 1
Okay. Are there 25 gigahertz bands? Okay. [silence]
33:00
Speaker 2
Yes. So, use the actually, uh, yeah, actually, you can use that one for future purposes. There are some devices, such security cameras, printer, telescope, that's need to 2.4. But for the meantime, as what you mentioned earlier, just commonly used one wifi name and wifi password. So just use the same wifi name of [silence]
33:00
Speaker 1
Okay. Thanks. Okay. Okay. Continue. Your router is applying changes. [silence]
34:00
Speaker 2
2.4 and all invite the same name and password and click apply. Yes. Okay. So just keep on waiting. [silence]
34:00
Speaker 1
okay, so that, oh, reconnected, yes, okay, that makes sense, okay, it's reconnected. must be working, our TV went back on. so, [silence]
35:00
Speaker 2
and then reconnect your computer, yes. Again, then let's proceed to access the web interface. Open a browser, such Google and enter 192.168.1.1 on the address bar, yes. So it should be that your device silence.
35:00
Speaker 1
Yep. Okay. Very good. All right. Yep. And I can see my, I can see my network drive here. Yep. Okay. Well, I just want to make sure I could access my network drive here. [silence] [silence] [music]
36:00
Speaker 2
Yes eyes will automatically connect since it's used the saved Wi-Fi name and password. Were you able to access the web interface again? And may I know the reason? Okay. So you can actually manage your router settings through this page. Is there anything else that they can help you with? [silence] Go ahead. Okay. So, is there anything else that they can help you with? Okay, you're all, you're welcome. So we, and just feel free to call us back if we need more assistance, just use this ticket number 136030.
36:00
Speaker 1
1370, 030. Okay. All right. Thank you. All right, you too. Yep. Bye. Oh, I'm sorry. What?
38:00
Speaker 2
3036,030, so thank you so much. You're welcome and have a great day. Bye for now. Can you please end this call for me, John?
38:00