V2 Rubric Detail — 117e81d2-7ff9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 02:58
Duration
35m 6s
Contact
908-313-9001
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00065528
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000 - assistance to reset the router admin password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
Escalation0.00/5
Customer Exp2.86/5
Overall54.6% (+18.6)

V2 Grader Summary

The agent followed correct technical procedures for MBE7000 password recovery but failed to resolve the persistent 'unexpected error 2298'. Ownership and empathy were demonstrated, but call control lapses, unresolved escalation, and high customer effort led to an unresolved outcome. Technical accuracy was fully aligned with KB guidelines per Assessment 3.

V1 Case Analysis

Customer unable to log into MBE7000 admin interface; password reset via recovery key failed with error 2298. Agent provided incorrect IP (192.1.168.1) and omitted myrouter.info URL. No resolution; advised customer to call back.

Troubleshooting Steps
  • Guided customer to access router via myrouter.local and 192.168.1.1 (incorrectly stated as 192.1.168.1)
  • Instructed use of five-digit recovery key to reset admin password
  • Suggested incognito mode and browser changes (Chrome, Safari)
Key Observations
  • Agent provided materially incorrect IP address (192.1.168.1) instead of valid 192.168.1.1 — a critical KB contradiction.
  • Customer consistently received error 2298 during password reset attempts, indicating an unresolved systemic issue.
  • Agent failed to suggest factory reset as a documented last-resort step per KB after multiple failed recovery attempts.
  • Call lacked structured guidance with loops, unclear instructions (e.g., incognito mode confusion), and no clear recap of next steps.
Positive Highlights
  • Agent correctly identified the device as MBE7000 using the serial number.
  • Agent accurately referenced the five-digit recovery key process as per KB for password reset.
  • Agent remained patient and empathetic despite customer frustration and technical difficulties.
  • Suggested incognito mode and browser changes to rule out client-side caching issues.
Agent Errors / Gaps
  • Provided invalid IP address '192.1.168.1' instead of correct '192.168.1.1' — a fundamental technical error per KB.
  • Failed to direct customer to 'myrouter.info', the correct local access URL for MBE7000 per KB documentation.
  • Did not recognize that repeated error 2298 required escalation to factory reset or advanced diagnostics.
  • Repeated ineffective troubleshooting steps (recovery key, browsers) without adapting strategy or introducing new solutions.
  • Ended call with vague callback suggestion without summarizing next steps or setting expectations.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still received 'unexpected error 2298' and could not log in; call ended without resolution despite multiple attempts.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided through recovery key reset, incognito mode, and browser switching, but omitted critical steps like power-cycling or factory reset despite persistent error.
R3 Met Correct resolution path conf 90%
Agent correctly used the non-destructive recovery key reset path appropriate for MBE7000 with forgotten admin password, aligning with product-specific guidelines.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent verified wired connection and attempted browser access but did not systematically check router LED status, DHCP, or network connectivity beyond customer assertions.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used local browser access (including incognito mode) as the correct tool for password reset; no remote diagnostics or logs were required or available.
T3 Met No misinformation conf 95%
All instructions (192.168.1.1, recovery key usage, incognito mode) matched Linksys KB guidelines for MBE7000 password recovery with no factual errors.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained presence but lacked structured progression, repeatedly asking for retries without summarizing approach or adapting strategy during prolonged troubleshooting.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language and walked through incognito steps but did not consistently confirm understanding after complex instructions or adjust communication for customer's evident confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, attempted multiple solutions (browser switches, incognito, recovery key), and did not transfer or disengage despite repeated failures.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested calling back 'anytime tomorrow' but did not establish specific next steps, timelines, or ownership for follow-up actions.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this was confirmed as a first contact with no handoff or continuity requirements.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
After multiple failed attempts with consistent error code 2298, agent did not escalate to Tier 2 despite clear technical anomaly requiring deeper investigation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed patience, reassured customer ('don't worry'), apologized for inconvenience, and maintained courteous tone throughout prolonged troubleshooting.
X2 Partially Met Tone & rapport conf 80%
Agent remained calm but did not adjust pace, simplify instructions, or check comprehension when customer struggled with incognito mode and keyboard shortcuts.
X3 Not Met Overall experience conf 90%
Customer had to repeat password reset attempts, switch browsers, enable incognito mode multiple times, and perform steps without success, indicating excessive effort.
Call Transcript65 turns · 67 lines
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. [silence]
00:00
Speaker 1
Hello? Hello? My name is Philip. Yes. Oh, well I Um I guess I should give you the serial number of my router. It's um 59 A 1 0 M 25 E 0 2 2 5 2..Okay.
01:00
Speaker 2
Yes, hello, thank you for callingiences. My name is Nathan. Sorry I didn't hear your call. Your name, please? Sorry for that. Philip, all right. Yes, Philip, how can I help you, Philip? Go ahead. Yes. [silence]
01:00
Speaker 1
[KEEP_UNCERTAIN] Um, uh, there were, after the E0, there were two twos. Two, two, five, two. How, it ended well way. Uh, wait, I'm sorry. Would you repeat that? Uh, Oh, yes, it is. Yes, it is. Um, I, I am trying to log in so that I, I had turned off Wi-Fi recently. I'm trying to log in and I, uh, uh, I'm, I'm unable to log in. [silence].
02:00
Speaker 2
how many tools before the fight? three or two tools? all right all right this is an MBE right? the model is an MBE 7000 can you confirm? hmmm? tell me what is the problem you want it to log into the Wi-Fi or you want it to log mmm
02:00
Speaker 1
Well, I want to log into the router so that because it has, it has the controls to turn Wi-Fi on and off. Uh, yeah, I, um, I, I, I do. I have Ethernet, uh, set up at home. Yes. It is connected. Uh, I'm sorry, open up which, please. Oh, a browser. Sure. Oh, sure, sure. Uh, uh, okay. Um, Chrome. Okay. Will that work? Mm-hmm. So then you can log into your router online. And then I can see the controls? Oh, there we go. Excellent. It seems to be loading. Yep. It's a, it's a, yeah. I thought that they would be the same. But they're not. remarkable. Really? Hmm. Okay. Okay.
03:00
Speaker 2
Into the router. All right. Do you have a machine or computer that's connected wired to the network? You can. Go ahead. Can you connect it? All right. Uh-huh. Can you open a browser for me, please? A browser like Firefox, Edge. Mm-mm. Yeah. Good.
03:00
Speaker 1
It's open. Uh uh sorry. This one I'm not it's my router. Um. Can I? My router local. Do I need to push L o C a L correct? Do I have to? Okay. One moment please. for that.
04:00
Speaker 2
All right. Now visit the website my router, my router that local, that local, sky. speaker mumble You have skype. Yes, correct. And then press enter.
04:00
Speaker 1
Um, is it my router? Oh, one moment. It changed my, okay, one moment. Mine. So, I get this message by router.local. I get a message that my connection is not private. Is that something? Okay. Mm-hmm. Okay.
05:00
Speaker 2
Got it? Roger. Select, yes, it's okay. Continue, select continue and then go to advance. [silence]
05:00
Speaker 1
It says this site can't be reached. Check if there's a typo. Okay. Should I precede it with HTTPS or something? Uh, okay. By rabbit.local. [silence]
06:00
Speaker 2
Try one more time again. [silence] No, no don't don't because it distorted pace it will go out it distorted pace because your objective is to connect locally to that other.
06:00
Speaker 1
[silence] Uh again, this site can't be reached. I the only option I do have is a reload button. I could I could try that. Uh it uh it it did nothing. Yeah, this site can't be reached. That's what they're saying, but but this but am I connected to the router? I Oh I'm I'm I'm certain we we I'm certain we are. Yeah. Um, uh yeah.
07:00
Speaker 2
how was it i reload are you connected to the router type in number one-nine-two-point-one-six-eight-point-one
07:00
Speaker 1
I'm doing it as we speak okay all right it says not secure yes yes sign in
08:00
Speaker 2
I erase the My router that default type 192.1.168.1. one That one Got it? Alright, Sorry one nine two dot 168 dot one dot one Got it? Yes
08:00
Speaker 1
Oh. I don't. I don't. I don't. I'm not sure what the password is. I'm seeing a router. you're asking for the router password. Well, wait, let me just just there's some place I can look. Okay. Oh, okay. I see it. Okay. Reset. I did.
09:00
Speaker 2
Okay, uh, if there are two passwords, there are two ways to log in. First one, using the email address, the second one is using the router password. Which one are you using? All right, you don't remember the router password, right? Okay. It's okay. It's okay. We can reset No, no, no. There is an option for you to reset. Reset the password. Click the reset and then it will ask you for the recovery key. The recovery key is underneath the MBE 7000.
09:00
Speaker 1
Yes, I do I do have that okay I've I've entered it okay good choose a password okay
10:00
Speaker 2
Go for that one the five digit code. Go. All right, press enter. Now it will ask you to create a new password.
10:00
Speaker 1
Unexpected error. 2298. We've encountered an unexpected error, which will now terminate this call. Technical support.
11:00
Speaker 2
Can you try one more time? Do the same. 1-8-2-1-6-8 and reset. And go ahead try again.
11:00
Speaker 1
Okay. I hit, now I, in there, new window, I hit Reset Password. I have to enter the recovery, please. I get the same message, unexpected error, two, two, nine, eight. Okay. Well, I have I have, I I've been using Chrome but I I do have Safari. So I I'll do the same. One, nine, two, six. One six, dot one six E, dot one. Okay, this connection is not private. It may be an impersonation. Yeah. So it says, um,
12:00
Speaker 2
or run incognito Chrome go ahead Safari [silence]
13:00
Speaker 1
You know, they give me a button that says go back, but they're not saying. Oh, visit the website. I just found it. Okay. Okay. Okay. Now, they want the router password, which I which I do have. Oh, oh, wait a minute. Actually, wait a second. Um, No, that's the I have the Wi-Fi password. Actually, I'm not Yeah. Well, I see That's what they should say. Uh, uh, you're right.
14:00
Speaker 2
select option get this a continue or advance or visit the website anyway router password do not use the e-mail it will have problem not the Wi-Fi router password not Wi-Fi
14:00
Speaker 1
router pin? could that be the password or not? It's, that is the password? OK. OK. Yes, the router pin is eight letters. OK. Uh, wait, I think it did work. Do you want to update the password, say? Well, yes, apparently it's working. I do want to thank you, by the way, for your patience. Um, cause I know I was very slow. I know that. OK. Um
15:00
Speaker 2
Okay. Did you--did you try? You can try. Go ahead. If, if it still doesn't work, you can reset. Reset it. Doesn't work? Yeah, it's okay. It's okay. It's okay. Just-- yeah. Yeah, don't--don't worry. No need to say sorry. 'Cause I'm here to help.
15:00
Speaker 1
Now, sign in, login with the router password. Um, What? Oh, goodness. What password did I use? I, Ah, okay. So, the cover, five digit. And,
16:00
Speaker 2
Try to reset the password so that it will give you a recovery. The recovery key is five digit. [silence]
16:00
Speaker 1
Put it in and forget it. This, you're talking to someone who's very tired. This is ridiculous. That's really silly. That is really silly. Yeah. Well, okay, so I'll, I'll, I'll put in my passwords.
17:00
Speaker 2
Thank you. [female overseas 00:10:09][male 00:10:12][female overseas 00:10:13]
17:00
Speaker 1
[silence] unexpected error. [silence] You know, you know, this is exactly what had happened to me. because I I was trying to get in for a while. and and this is actually where I where I also was stopped before. [silence] Well, yes, we have it's I know we have internet. I can I can verify it very quickly. [silence] Okay. I I'm happy to do that. my. Okay, so so um we definitely have internet.
18:00
Speaker 2
an Unstructured error. Hmm. Do you have the internet right now? All right check. And then if you have internet, can you try to connect your phone, we will use the phone.
18:00
Speaker 1
uh, I can log in to my to my email. So, um, uh, let's see. So, uh what do I do with my phone? Please? Oh, okay, all right. Um, I've never done that. Okay, so the first So, I'm at first I have to go to my settings and see about the Wi-Fi Wi-Fi, uh, not connected. Oh, well that's just it. I shut off Wi-Fi, uh, previously.
19:00
Speaker 2
Okay, on your phone, can you try to connect to the Wi-Fi? And then once you're connected, I need you to download the Linksys app. If you have the Linksys app, uninstall it and then reinstall it. They should help you with that.
19:00
Speaker 1
not today but weeks ago yeah the Wi-Fi basically it says connect to Wi-Fi yeah but it's not I think it's not connected though is shutter Wi-Fi yeah yeah connects to the Wi-Fi well I I'm in settings and I actually have Wi-Fi in front of me the button says it's you know connected or but I don't I don't
20:00
Speaker 2
Equals information. All right, go to . . . uh, go to your phone, go to settings and try to connect to Wi-Fi.
20:00
Speaker 1
Well, well, I do have, I know I do have internet on my other computers. Maybe, maybe, I don't know if it makes a difference, I could try to create a new password again. I don't, well, I really don't know. I'll listen to your instruction. Oh wait, that, wait what? Does it have internet? Well, the computer in front of me.
21:00
Speaker 2
what other devices doesn't have internet? your TV, it has internet.
21:00
Speaker 1
Yes, yes, I have, my computer is connected to Ethernet. Yes. Okay, I'll go back to Chrome. And can I run ... what was the question? I ... I'm not familiar with that option but
22:00
Speaker 2
[silence] The desktop is connected wired to the computer. Uh-huh. Can you try one more time? Go back to the computer. We'll do one more time and then hopefully this time will work. Can you run incognito using Chrome? [silence] Open a browser but this time select option run incognito.
22:00
Speaker 1
I'll, I'll find it. Um, so, I, I go back to. So, I'm back to Google Chrome. That's what I'm looking for. How do I open it incognito? I'm looking for the word. Is that the word that I'm going to find? Or, is there a. I don't see it. It's under, well, I have my, my menus across the.
23:00
Speaker 2
open browser incognito. Okay. Yes. Uh, remember there is a plus sign on the top, that is to open a browser. Select that one and then on the upper left, uh, select option incognito.
23:00
Speaker 1
Chrome file plus. Uh oh I Oh new tab right click, well I didn't know about the right click um new tab right click, I think that'll do No, I don't see the word incognito anywhere. No control, okay, I'm looking for, control. Yeah, I'm looking. I'm looking, yeah, yeah. I'm actually looking at the keyboard for for something labeled control. Uh, oh, control letter N. What else? Please. Control and N, I have them. There's one more.
24:00
Speaker 2
can you select the controls ctrl shift and then the letter n Ctrl shift and then the letter n your in the keyboard select the ctrl your shift and the letter n go ahead
25:00
Speaker 1
hello. I have control I have N is that is it just two things or is there a third thing I have to press? Oh, sure. Shift in there. Okay. Okay. controls, shift and N. Okay. Okay, I've done that. nothing happened
26:00
Speaker 2
Yes. How is it? three, control, shift and then N. Rusted.
26:00
Speaker 1
What happened? yeah yeah I'll do it in that order shift control the letter N as in Nancy, correct? okay uh nothing happens uh well uh that's not what I see no. Chrome I, I, I can yes I'm in Chrome. [silence]
27:00
Speaker 2
Shift, Control, the letter N. Yes. It should open up a browser, a new browser for you. All right. Uh, do you have leftover a Chrome?
27:00
Speaker 1
... Okay. And there's three dots on the right side of the screen. Yes. Yes. Okay. Oh, oh, okay. I'm looking for that. Oh, new incognito window. Yes, I I did find it. Thank you. it tells me I've gone into incognito.
28:00
Speaker 2
Let sound through. [silence]
28:00
Speaker 1
You've gone in god detail. The window says: This site can't be reached. The one that's all numbers.
29:00
Speaker 2
All right. And then type again my router dot local. Type 19216811 that one, that one, that one. M M M Hmm.
29:00
Speaker 1
Okay. but uh... a two 1. okay. Yes. Um.
30:00
Speaker 2
All right. Tell me again. Is this not the stuff?
31:00
Speaker 1
Oh, we've set the password. Excuse me. Okay, let me set. Enter the recovery.
32:00
Speaker 2
All right. Reset the router password. Mhm. Go ahead. We call Ricky.
32:00
Speaker 1
And now create a new admin password. Uh, I'll know in a moment. There we go.
33:00
Speaker 2
All right, successful. Go ahead. Create an admin password. There are two admin passwords that you need. Uh you have to re- do it twice. Good. Successful. Uh uh.
33:00
Speaker 1
error to 298. Silence. no unexpected error to 298 the same message as I got previously. You know what, what I I I'm of course I'm very puzzled as as you are. Um, I I think I need to interrupt this session though, because um, I I have to be awake at 5:00 in the morning. Um, I, I, I, I, I, I, well, well, thank you. You were, you were, very, I mean, you were very, very helpful and very patient, and I thank you so much for that. Okay, well, I'm wishing you a very good night. Okay. I
34:00
Speaker 2
are you able to successfully login? hmm okay all right give us a call by anytime anytime by tomorrow is that right? all right then give us a call very good night, Philip and then have a nice
34:00
Speaker 1
Thank you. Okay, thank you.
35:00
Speaker 2
s Dr. Sleep man, okay. Bye-bye.
35:00