V2 Rubric Detail — 07a3f3a6-7c73-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 15:21
Duration
11m 53s
Contact
Jeff
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136693
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer wants to update his Wi-Fi name and password.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.14/5
Overall70.7% (+14.7)

V2 Grader Summary

The customer successfully logged into the router's web interface during the call, confirming resolution. However, the agent provided materially incorrect technical information about password complexity requirements, which contradicts Linksys KB for WHW03v2. Troubleshooting was limited and empathy was lacking, but ownership was maintained and the issue was resolved on the call.

V1 Case Analysis

Customer could not log into router web UI; after trying default admin and recovery key, agent helped them successfully access the dashboard.

Troubleshooting Steps
  • Collected model number (WHW03V2) and serial number (20J20M37A05158).
  • Attempted default admin password "admin" (incorrect for WHW series).
  • Guided customer to use the "Forgot password" flow and enter the five‑digit recovery key.
  • Confirmed successful login to the router dashboard.
Key Observations
  • Agent gave an incorrect default admin password for WHW series (should be the Wi‑Fi password on the label, not "admin").
  • Agent provided unnecessary password‑complexity requirements that do not apply to the router admin password.
  • Call flow was inefficient: repeated clarification of device roles, unnecessary suggestions to change primary node, and long silences.
Positive Highlights
  • Collected model and serial number early in the call.
  • Persisted through multiple attempts until the customer could log in.
  • Offered a network‑optimisation suggestion (making MX5500 the main node) that could benefit the customer.
Agent Errors / Gaps
  • Incorrect default admin password advice for WHW03V2.
  • Failed to explain where the five‑digit recovery key is located on the router.
  • Provided irrelevant password‑complexity guidance.
  • Unclear handling of which device (MX5500 vs WHW03) was the primary router, causing confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms access: 'Jeff, we got in.' Agent verifies: 'All right. So you're on dashboard. Yes.' Issue resolved with login achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked for model/serial and suggested 'admin' password, but skipped key steps: did not verify local access URL, browser cache, or confirm if recovery key was correctly entered. Troubleshooting was reactive, not systematic.
R3 Met Correct resolution path conf 90%
Agent recommended making the MX5500 the main node (under warranty) and resetting the router, which matches the product status and provides a viable path forward.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified the symptom (web login fails while mobile app works) and asked for model/serial numbers, but the questioning was limited and not fully systematic.
T2 Met Appropriate tools / resources used conf 95%
No additional tools were required for this issue; the agent correctly relied on password‑reset instructions and did not omit a required tool.
T3 Not Met No misinformation conf 100%
Agent stated password must consist of 'one uppercase, one lowercase, a special character, and a number' and 'no repeated numbers, letters'. This is contradicted by the KB; for WHW03v2 (Standard router), the default is 'admin' and there are no such complexity requirements listed for password creation in any provided KB.
Communication
C1 Partially Met Clear & professional language conf 70%
Agent kept the conversation moving with clarifying questions, but there was no clear opening framing or explicit transition management.
C2 Met Confirmed understanding conf 80%
Agent used plain language (e.g., 'try the admin', 'reset the router') appropriate for the customer’s technical level.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, did not transfer, and took responsibility for resolving the login problem.
O2 Met Proactive follow-through conf 85%
Agent provided concrete next steps (try admin password, reset router, make MX5500 primary) and the issue was resolved on the same call.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 70%
Agent did not express empathy or acknowledge the customer’s frustration; the dialogue was purely procedural.
X2 Partially Met Tone & rapport conf 70%
Agent responded to the customer’s inputs but did not noticeably adjust tone or pace; communication remained functional but not specially tailored.
X3 Met Overall experience conf 80%
Agent avoided unnecessary repetition, gathered required info once, and resolved the issue without sending the customer back and forth.
Call Transcript18 turns · 21 lines
Speaker 1
Software eventually. Which is 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. Jeff? I'm sorry? What's your name? Charm, sir. Oh, hi, Charm. My name is Jeff. I have also on the line with me, Stephen, who actually is in front of the hardware for we have a, you know, developed system that we're trying to add an additional node. It's a brand new node. And we're having issues adding the
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Your call may be monitored. Certain products will be supported, while end of support products, 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 for assistance, you may also visit support.linksys.com for more information about your product. [silence] Hello. Thank you for calling Linksys technical support. This is Char. How can I assist you today? I am Charter. Charter sir.
00:00
Speaker 1
In the new node, also we're having issues logging into the, you know, to the router using the known admin password that we have. It doesn't seem to like the password, but when we go to reset the password, it won't allow us to reset the password either. Although I can log in, I can log in through the mobile app with the password, but I can't log in on the web, I can't log in on my PC. I can do it on the mobile app, so, I know the password works on the mobile app. So. Yeah, we're trying to log into the local interface of the router. I see you. Right, so, you're trying to log in using the router password that it won't. Correct. Will not accept any passwords. All right. Except on the mobile. It works on the mobile.
01:00
Speaker 2
and uh, using the router password, but it will not go through, it will not accept any password, all right.
01:00
Speaker 1
All right. Let me see if I have a picture of the. kind of provide the model number and the serial number. main note. Okay, the model number let me see if I have a picture of the show. The model number is W H W O 3 V 2. Let me go get the serial number. All right. Help us the serial number. Hold on one second. I got a picture of it. It's very small. Give me one second. Okay. Okay. Serial number is 2 0 J 20 M 3 7 A 0 5 1 5 8. All right.
02:00
Speaker 2
Mary let me s with this concerns. How about the model number? And a serial number of the main node? All right. Help with the serial number. All right. Got it. And did
02:00
Speaker 1
And then you know that you want to add to the network. So they have the same model? No. I mean, I have two, well, I have two different, I have three towers from model MX5500, but I also just bought a, you know, a plug-in wireless extender. So I can use either and that has a model, you know, that has a model number, it's WHW01P, so it's a WHW model number. But I couldn't, I couldn't, it wouldn't connect there either. So we were trying to, you know, but I also have another another Velot system that I was using their towers. I can't, I for whatever reason, I set up just go, you know, it'll start setting it up, but it never connects to the internet. So that's the problem but now we're having a problem.
03:00
Speaker 2
So, are the model numbers of the new nodes you want to add to the network the same?
03:00
Speaker 1
kind of you know go right just log into the router from my PC I can log in on the mobile device I I know the password but when we put that password in it doesn't work in the web interface and you know and online you know there's things you can do directly through the web interface that we can't do on the mobile so that's why we're trying to log in outside the mobile. but it doesn't work and then when we go it says reset password it won't let us reset the password on the PC. I didn't try on the mobile. I I see I got it. so just to confirm here that WHW03 this is the if this is the child node or the node that you are Nope. is the MX55? No no no the main node is WHW0B2.
04:00
Speaker 2
Mm-hmm. I see, you got it. Okay, that so just to confirm, the W H W three, this is the child node or the node that you want to add to your network. The main node is the MX 55.
04:00
Speaker 1
Well, it's either an MX-5500 or I can add, you know, just this satellite node which only works on wireless. Um and that's um that's a WHW-01P. Um neither of them worked. I tried both. So I uh mainly we need help logging in. Logging in. We we may be able to. be able to work from there. Mainly we need help logging in from like a to your to the router directly from my PC. uh right because the WHW-03 is that compared to the MX-5500 so if you want you can
05:00
Speaker 2
and the note that you want to add is the mx-5000. OK. One moment here. [silence] Right. Because your summer is outdated compared to the mx500. So if you want you can make the
05:00
Speaker 1
can make the MX5500 as a main node and make the tell, I make the WHW 30 as a child mode. Okay. Okay. Maybe. Okay. And the MX5500 is the Wi-Fi 6 while the WHW 30 is a Wi-Fi 5 router. Okay. Okay. So that's one option, but can you, can you help us log in to the, to the router? The router? Uh, I, I guess maybe can, um, check the, I guess even if, yeah, my recommendation would would be to make the 5500 the main node, um, and then and then that way you don't then you can set the password. You know what I mean and then just Yes. You just reset, reset the right, reset the, reset the current, uh.
06:00
Speaker 2
MX 5,500 as a main node and make the node, I make the WHW 3 as a child node as the MX 55 is the Wi-Fi six, while the W HW is the Wi-Fi 5 router. So, yes, we can check that one out. Here access the Mm-hmm. Mm-hmm. Yes. You can access the web interface.
06:00
Speaker 1
What kind of your defaults and then set it up as a child node. And that way, you know, you have a better have a better router now. Plus it's under warranty. Um, and you put the child, you know, the old one on on as a child node. All right. Well, okay. But but I guess, you know, yeah. And the only thing is, um, I'm sorry. What was your name again? Two? Um, char. Char. Char. Char. Um, uh, we would need to, you know, we we have some, you know, some IP, you know, static IP configurations set up on the old in the old configuration. So we probably would still need to get into the old firewall to match that um configuration with the new router. So, I guess we, you know, unless you can do a backup on the back end then we can just restore to the 5500. with whatever you can do. I mean, I think it would be helpful if you could help us log into the router from my PC if there's something you can do on your end. Cuz we can't. It won't let me we used to be able to do it. I know the password for the multi-password should be the same router password. Right. Have you tried to went admin first for a password? No. Yes, I've tried that. But you can try that again, even if you want. And then when it goes reset password, it asked for the recovery key, we put that in. And yeah, admin doesn't work. And if we go to reset password,
07:00
Speaker 2
All right. Um, all right. Mm-hmm. Mm-hmm. All right. Have you tried to input admin, sir, for a pass, for the password? Admin, all lowercase. Mm-hmm. Um. All right, try the admin. Mm-hmm. All right. [silence] [silence] Because the password should consist of one uppercase, one lowercase, a special character, and a number, and it should not be repeated. No repeated numbers, letters. Yes, no repeated letters. Try to create the password. No, no, . Yes.
08:00
Speaker 1
[KEEP_UNCERTAIN] All right, now it says my recovery. Now it says the recovery team didn't work, but I oh, sorry. All right. So the recovery keyword, let me try the past right. So They didn't work. Oh, Jesse. Jeff, we got in. All right. Yeah, I'll see that. All right, going to try the password. Let me try that. Let me try that. That may maybe that might see if that works. Oh, Jeff, we got in. All right. saw that okay okay. one last question. i got an email that said my router was reset and the password changed. um um so that would be i have to that that's my new password for the mobile app to it's one router password, correct? right. yeah. okay. all right, thank you very much. i i think i will probably take you up on your suggestion, but thank you very much. yeah. so steven, you don't want to you don't want to switch the 5500 on as the main. let's see if this other thing works first. okay. okay. okay. all right. thank you so much. appreciate it. thank you. have a great day. bye bye. all right. so hey. still there steph. yeah. so
10:00
Speaker 2
All right. So you're on dashboard. Yes. Yes, sir. All right. You're welcome, sir. You're welcome. Have a good one. Bye for now.
11:00