V2 Rubric Detail — 0e83e88a-7baf-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 15:58
Duration
14m 40s
Contact
Janae Stevens
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136538
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution4.06/5
Technical2.81/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall80.1% (+58.1)

V2 Grader Summary

The agent successfully guided the customer through a password reset and bridge mode configuration. However, the agent failed to apply the mandatory 'Admin UI Blank / Blue Screen' workaround when the customer reported a blue screen with no content, resulting in an incomplete resolution of the UI access issue.

V1 Case Analysis

Customer unable to access Linksys admin page after password reset. Agent provided incorrect URL (https://linksys14241), failed to verify login success, and gave irrelevant bridge mode instructions. No model/serial collected. Issue unresolved.

Troubleshooting Steps
  • Advised to open browser and navigate to 192.168.1.1
  • Provided incorrect URL: https://linksys14241
  • Guided through security warning (Advanced → Proceed)
  • Incorrectly stated customer was 'already logged in'
  • Instructed to navigate to Connectivity > Internet Settings
  • Directed to change connection type to Bridge mode
Key Observations
  • Agent provided a fabricated and invalid URL (https://linksys14241) that does not exist or correspond to any Linksys admin interface.
  • Agent falsely claimed the customer was 'already logged in' when the customer reported a blank blue screen with no dashboard access.
  • Agent instructed the customer to change the connection type to Bridge mode, which is irrelevant for a range extender and could disrupt network topology if applied to a main router.
  • No product model, serial number, or warranty information was collected, preventing accurate troubleshooting.
  • Agent did not confirm whether the password reset succeeded or whether the customer could log into the admin interface.
  • The KB provides a specific workaround for blank/blue screen issues (http://192.168.1.1/ui/local/dynamic/index.html), which the agent did not use.
Positive Highlights
  • Attempted to guide the customer through the browser security warning (Advanced → Proceed).
  • Recognized the need to reset admin password and initiated recovery process.
Agent Errors / Gaps
  • Provided a completely incorrect and non-functional admin URL (https://linksys14241).
  • Falsely claimed the customer was 'already logged in' when they were not.
  • Gave bridge mode instructions that are irrelevant and potentially harmful for a range extender setup.
  • Failed to verify the success of the password reset or login attempt.
  • Did not collect product model, serial number, or confirm device type before giving technical instructions.
  • Did not follow the KB-documented workaround for blank/blue screen issues.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent guided customer through resetting admin password and enabling bridge mode, but final dashboard access was incomplete (blue screen), and node status confusion (purple/green) remained unresolved.
R2 Met Diagnostic thoroughness conf 95%
Agent directed customer to access 192.168.1.1, troubleshoot login issues, reset password via recovery key, and change internet settings to bridge mode — logically sequenced steps aligned with KB procedures.
R3 Met Correct resolution path conf 90%
Agent selected correct resolution path: used local web UI (192.168.1.1), applied recovery key method for password reset, and configured bridge mode — all appropriate for a customer trying to repurpose a Linksys device behind a Spectrum router.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified symptom (can't access admin panel), diagnosed dual SSID conflict, determined root cause (router not in bridge mode), and pursued resolution via password reset and configuration change.
T2 Not Met Appropriate tools / resources used conf 100%
The customer explicitly stated 'the page is blue' and 'there's nothing there' (07:00-08:00). The agent failed to provide the documented workaround for the 'Admin UI Blank / Blue Screen' issue (http://192.168.1.1/ui/local/dynamic/index.html), which is a known issue specifically for this symptom.
T3 Partially Met No misinformation conf 80%
Guidance on recovery key and bridge mode was correct. However, the agent incorrectly stated that 192.168.1.1 would route to a page asking to download the app (02:00), and the customer landed on support.linksys.com instead of the admin UI, which the agent did not effectively correct until moving to a different URL.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control throughout, guided transitions between steps (login → reset → bridge mode), and managed customer confusion without losing direction.
C2 Met Confirmed understanding conf 90%
Agent adapted language to customer’s level, used clear instructions (e.g., 'type in the URL bar'), confirmed understanding, and avoided unnecessary jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction from start to finish, did not transfer, and followed through on guiding the customer through multiple steps.
O2 Partially Met Proactive follow-through conf 80%
Agent provided next steps (reboot, move nodes), but did not set a clear timeline or confirm follow-up; customer was left uncertain about node behavior (purple vs green).
O3 Met Closure confirmation conf 85%
No handoff occurred, but agent referenced prior state ('you already created a router password') and built on previous actions consistently.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and agent continued handling it.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — agent continued to manage the case.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained patient and courteous despite customer confusion, used positive reinforcement ('you're welcome', 'that's normal'), and maintained a supportive tone.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, paused appropriately, and adjusted explanations based on feedback (e.g., clarifying URL bar vs search bar).
X3 Partially Met Overall experience conf 80%
Agent reduced effort by guiding directly to solutions, but customer had to retype URLs multiple times and encountered avoidable confusion (e.g., landing on support site instead of admin UI).
Call Transcript29 turns · 29 lines
Speaker 2
Hi, I'm not sure so it's not showing on my phone anymore. It's just I was trying to type it in to see if I could log into it. It says it. I did. You're right, I did. Okay, so I have a message.
00:00
Speaker 1
or connect your laptop as well. Available. Your laptop, connect to that new Wi-Fi name you set up. And open your browser. Or, uh, since it's already the updated Wi-Fi name, so there's no need for you to like, Oh, one second, that's gonna be, you wanted this extender, I mean this link, just to extend the signal of your main router, right? Which is Spectrum. Okay, so just open up browser there and then type in the, the computer, and then type in 192.168.1.1
01:00
Speaker 2
Do what? [silence] OK, I did. [silence] Yeah, like an access point. [silence] OK
01:00
Speaker 1
and it should route you to a page asking you to download the app. [silence] you actually it should take you to link's system, not to your modems dashboard. What page are you? Can you see link's system name there? Like, is it the link's system dashboard, login dashboard, or it's the spectrum?
02:00
Speaker 2
Okay. So, I may have, I may I've complicated it. When the Linksys was here, they told me to name the Lank this the same name as the router. So now they're the same. If I do anything with this admin login, is it going anything up for the router? Okay. Okay. So it's asking me to log in. It says, Router Configuration Center Admin Login. Is that what I want? [silence] [silence]
02:00
Speaker 1
okay. That's our website. That's not the link, sis.
03:00
Speaker 2
[KEEP_UNCERTAIN] Oh, I don't know. Well, let me do it again. Hmm. Okay, I'm on a page that is like, it says Lynksus Support. Um, okay, when you say to type in that number, do I type it in to the search bar on like,
03:00
Speaker 1
Yeah, the URL bar, that's where you need to type to those numbers. T- Try this instead. Open a new tab and try this. It's HTTPS. Yes. HTTPS colon, forward slash, forward slash.
04:00
Speaker 2
like if I was going to type in a website, I type it in there, right? Okay. And then it pulls up... it just pulls up a bunch of like websites I can go to, like Netgear or PC hardware or there's one... called support.linksys okay All right. Tea as in Tom. Okay. Okay. What's going on down here? [silence]
04:00
Speaker 1
you're connected now? No. HTTPS colon forward slash forward slash and then lin l-i-n-k-s-y-s. one four two four one. That's it. Press, uh, press enter. OK, click advanced.
05:00
Speaker 2
you're doing/http/colon /and / forward slash/ nothing else your connection is not private okay all right now it's going to reset admin password and a recovery key so i type
05:00
Speaker 1
No need. Anyway. Ah. That's what it asked? Yeah. Any of your nodes actually, since they're all connected now. Uh-huh. So whenever you will log into the router's settings, that's the password you need to enter.
06:00
Speaker 2
Okay. Okay. Now it wants me to create a new admin password and hint.
06:00
Speaker 1
You're already logged in, link to Linksys Smart Wi-Fi tool.
07:00
Speaker 2
Okay, it says your admin password has been successfully reset and the page is blue. Do I need to do anything? [silence]
07:00
Speaker 1
Can you see that? Oh, no, you just created a router password, right? That page should take you after to the Linksys Dashboar do you still have that page? That's it only, no next option. You might need to refresh the page. Then go to connectivity.
08:00
Speaker 2
But do I need to go to the links of this website now? Yes. It's still on that page, but there's nothing there. It just says your admin password is reset and the page is blue. No.
08:00
Speaker 1
All right, under connectiviuty, go to internet settings. and there's connection type there, you can change it into bridge mode. Mhm. Alright. once it's changed.
09:00
Speaker 2
Okay. [silence] [silence] Okay. [silence] umm it says IPV4 or Ip6 type of internet connection edit connection type automatic configuration.
09:00
Speaker 1
To, it should be applying. Uh-huh. After that, your modem and the, your modem, I mean, not the modem, but the spectrum router. And that's going to be your main access point and links that right now is just extending the signal out from the spectrum router. [silence]
10:00
Speaker 2
So change the break mode. Okay, I see it. And then hit OK or Apply. All right, you'll be able to, okay. It's applying changes. Okay.
10:00
Speaker 1
Okay. Because it's still saving the settings. It's blinking, right? Not steady red. [silence]
11:00
Speaker 2
The nodes are purple again. OK. the main node is just purple. They're all just purple.
11:00
Speaker 1
What's the message again? Okay. No, that's normal. The public browser will really have that kind of message. And all you need to do actually in that one is just to hit continue below. But actually there's no need. Your Linksys now is already unbrigidged from the spectrum. Once it's already white, I mean, solid blue on top, you just need to unplug it and transfer it back to their locations. Original spots. Is it back to blue? [silence]
12:00
Speaker 2
Okay. [ silence ] Okay. Linksys, why am I getting a warning when I try to access my router settings. Oh, it's blocking it again. Okay. [ silence ] Okay. And transfer what?
12:00
Speaker 1
the, the extenders. You're not planning to, it's green already. Okay. Yeah, your nodes are all good now, Jenny. The, the two extenders one. That's the only nodes that you can transfer, okay? The other one should always be wired to the spectrum router, the main node. Aside from this, do you have any other concern or that's it only? Yeah. It will take three minutes max before it will lit up blue or green. Just don't press any buttons, okay? Moving forward. You can just power it on and off. That's it.
13:00
Speaker 2
It's green. It's. okay. That is it. So now when I unplug the child node and take it back to a different location, it should pop up green again. Is that right? Okay. Okay and then if I can't get it to, like if it goes red, what do I do?
13:00
Speaker 1
Just reboot, no need for reset, because what happened, Jenny? The main node was reset. The reason why you lost the... uh, you, uh, lost the internet connection. Just reboot. You're welcome. Bye for now then. Take care. Bye-bye. You're welcome. Bye-bye. [silence]
14:00
Speaker 2
Okay, okay, thank you. Bye-bye. Thanks.
14:00