V2 Rubric Detail — 168514bc-5f7d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 18:50
Duration
18m 48s
Contact
Stuart Croucher
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00132093
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_unable to access the webui

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall83.3% (+23.3)

V2 Grader Summary

The agent accurately diagnosed the WHW03’s cloud deprecation and correctly directed the customer to use myrouter.local with the router password. However, the resolution was not confirmed — the customer understood the instructions but did not verify successful login. All technical, communication, and ownership elements were handled appropriately, resulting in a partial resolution due to lack of verification.

V1 Case Analysis

Customer unable to access router admin via 192.168.1.1 on Mac; advised to use myrouter.local and router password; explained discontinued email login for WHW03.

Troubleshooting Steps
  • Identified router model (WHW03) from serial number.
  • Provided correct local access URL (myrouter.local).
  • Explained that email login is discontinued for WHW03.
  • Clarified difference between router admin password and Wi‑Fi password.
  • Guided customer on resetting/using router password.
Key Observations
  • Agent misheard and repeated the serial number incorrectly at [02:00] and [05:00], causing confusion and requiring re-entry.
  • Long silences and filler phrases (e.g., 'mmm txt', 'Bruce?') at [15:00] disrupted flow and reduced efficiency.
  • Customer began password reset at [13:00] but agent did not confirm completion or success, leaving resolution unverified.
Positive Highlights
  • Correctly identified the WHW03 model from the serial number and applied accurate product-specific knowledge.
  • Provided the correct local URL (myrouter.local) for WHW03 devices, aligning with KB guidance.
  • Clearly explained the deprecation of cloud login for first-gen Velop and the need to use router password for both web and app access.
Agent Errors / Gaps
  • Failed to capture or reference a HappyFox case number at any point in the call.
  • Did not verify warranty status despite discussing model-specific deprecation and potential need for reset.
  • Misheard and incorrectly repeated the serial number (e.g., 'T.O.J.' instead of '20J') leading to avoidable clarification loops.
  • Did not confirm whether the customer successfully logged in after changing the password or if the issue was resolved.
  • Provided no documentation, KB article, or follow-up email to support the self-help path.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Customer said 'I'm clear on that... Thank you' but did not confirm successful login or resolution of desktop access issue.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent suggested myrouter.local and password reset but did not verify if the customer could reach the local UI, try different browsers, or clear cache — skipped basic troubleshooting steps.
R3 Met Correct resolution path conf 95%
Agent correctly identified WHW03's cloud deprecation and advised local access via myrouter.local — appropriate path based on product status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (can't log in via desktop) and gathered serial number, but failed to ask whether local page loaded, showed errors, or if other browsers were tried before recommending a fix.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (remote session, logs) were available or required; agent used correct KB-based guidance (local URL, router password) appropriately.
T3 Met No misinformation conf 95%
All technical info — cloud discontinuation for WHW03, use of router password, distinction between Wi-Fi/cloud/router passwords — is accurate per KB.
Communication
C1 Met Clear & professional language conf 90%
Agent opened professionally, collected necessary info (serial, contact details), maintained control despite interruptions, and closed clearly.
C2 Met Confirmed understanding conf 85%
Agent explained technical distinctions (email vs. router password) clearly, adapted to customer confusion, and confirmed understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a case ticket, stayed on the line, provided full guidance without transferring — demonstrated full ownership.
O2 Met Proactive follow-through conf 90%
Agent gave clear next steps: use myrouter.local, reset router password if needed, and explained future app login behavior.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed patience ('Thank you for your patience'), empathy, and remained courteous despite disruptions and technical complexity.
X2 Met Tone & rapport conf 85%
Agent adjusted pace, repeated key points, and clarified login options to match customer’s level and emotional state.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, used provided serial to identify model, and gave direct, actionable steps without extra friction.
Call Transcript34 turns · 36 lines
Speaker 1
Yeah, hi there. I wanted to see if you can, I'm trying to access my Linksys network on my Airbook. Uh, MacBook for there, sorry. Um, and I'm struggling to, to sign in via the desktop. Um, and I wondered if you can give me a hand. [silence] It is, yes. [silence] [music] [silence] Um, I'm going through 192.168.1.1.
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] Thank you for calling Linksys. This is L. How can I help? Yes, sir. For the desktop, is your desktop connected to the Wi-Fi? Okay. And what site are you trying to access the interface?
00:00
Speaker 1
for everything. So, the, do you want the password? Oh, seven digits is, um, This sign in number is, um, two zero J, two zero M, three seven A, two four, two five, three five seven.
01:00
Speaker 2
Okay, can you provide me first the serial number of your linksys router? Let's start with that one first before we move forward. Just the serial number, Sir.
01:00
Speaker 1
Okay. Yes. [silence] M for mother. Sorry, M for mother. 37 A for Alpha. 5357. yes. [silence] [silence] uh Sky. Sky. Sky s-k-y. Sorry. [silence] I guess I realize my my phone might drop out. I've just realized my uh battery.
02:00
Speaker 2
Thank you so much for. Let me repeat the answer just to make sure because the line was cut out earlier. Uh, that is T. O. J. for Julia 2 zero N. for November 37 M. for mother. Okay. 25... 357, sir? Okay. Okay, and who is your internet service provider? Sorry, sir? VAOK. Okay, thank you so much.
02:00
Speaker 1
Freeze up butter. Oh, sorry. Can you hear me? Yes, okay. Uh, yes. It's, uh, response sourcing, uh, sorting solutions. Sorting solutions@gey.com. With the s.
03:00
Speaker 2
can hear you sir yes is this the best call back number in case that all get disconnected okay okay and can i have an email sir okay with s sir for solution or without s with s okay so
03:00
Speaker 1
I'm sorry. I've just got the door going. Bear with me. [silence] Can you hear me still? Okay. Yeah, so my email address was responsiblesourcingsolutions@gmail.com. by Stuart Croucher.
04:00
Speaker 2
That's fine, Sir. I can hear you, sir, yes. [silence] Thank you Sir. [silence] and first name, and Last Name. [ silence ] I'm Peter.
04:00
Speaker 1
Yes. F-T-U-A-R-T S for Sam, T for tango, U for uniform, A for alpha, R for Romeo, T for tango. Croucher, Charlie, Romeo, Oscar, Uniform, Charlie, Hotel, Echo, Romeo. Yes. Um,
05:00
Speaker 2
S for Sam. And the last name, sir. thank you so much there. Let me just create the case ticket here. And based errors there with the serial number, it showing as the WHW03 for the model number of your recent router. Um, how many do you have?
05:00
Speaker 1
I've got five, five or six of them. Five. Yeah. Yeah. Just bear with me. I'm just checking it. Tell me how many notes I've got on the app. I've got six notes. [silence] So, I'm trying to access the desktop application for Linksys because I understand there's no app, you know, apps I can download off the Apple Store for the desktop. Desktop application. [silence]
06:00
Speaker 2
5 WHW 0 2 uh sorry WHW 0 3 okay So, sorry, sir, can um what you're concern again, sir with the router you're unable to access, okay.
06:00
Speaker 1
Desktop and I need to go through the website, but whenever I try to go through the website, it doesn't recognize either my email or my password that I think I've got, but it works on my mobile phone absolutely fine. So the Lynx app is on my mobile, but I'm using my MacBook Air, and I wanted to test the device's speed on Lynx via the MacBook Air because it's slow and I can't do that. I have to use my I can use my phone to tell me what the Wi-Fi speed is, but that takes it to the phone, not to my MacBook Air.
07:00
Speaker 2
uh please be sure your mobile phone um did you try to access the website using your mobile phone or you're referring to the linksys app uh okay yeah for 2.1 uh
07:00
Speaker 1
And that's fine. But that's if it's upside. How do I do it on my desktop then? [silence]
08:00
Speaker 2
Sir, since you have the WHW03, we actually had rolled out a new update with this one. So, um, I think two weeks ago, we had rolled out a new update with the WHW03. And then that update, um, since this is our first-generation router, um, the website or the Linksys website, um, has already been discontinued where you can actually use your email and, um, password. So that might be the reason why you are unable to get access to it using your email. Well, for that one, sir, um, let's try, sir, myst router.local. Can you try to type that one on a web interface? Ah, sorry. Um, use browser. Can, um, can you open Chrome?
08:00
Speaker 1
I'm in Safari. So I've opened, I've got Safari. I'm typing in my router, what did you say? My router? Something. Can you repeat? Okay. Why am I getting this warning? Da da da da. It comes up with about, it's not private. I press continue at the bottom of that. This connection is not private. Then show details. Did it, the Safari warns you that websites? Yeah, okay. So use it to visit this website. So visit this website. Visit this website. Okay, so it pulls up a page that's got sign in, access velop, router password and and that's where I've, [silence] Been trying different combinations, thinking, well, it would be the same as the one that I've got on my mobile device. Um, but it might not be. So if you can help. So that Yeah, I do. But does that reset it to my mobile app as well? Yeah, yeah. So should I be able to look at my mobile app and say, well, okay, the if I go on my mobile app, I can look at the account and it's got responsible sourcing solutions@gmail.com. and it's got a password and it's asking me, does it have two-factor authentication?
09:00
Speaker 2
Okay, well, if you can't plug in, so, yeah, if you can't plug in using the password, I think you have an option to reset password, right? Uh, that will affect your mobile surf, but for the linksys app, as long as the app didn't plug you out on the, as long as it didn't plug you out, then you can actually still, you know, um, log in using the same router password.
10:00
Speaker 1
Password on that. is that the password I should be using to enter into here? [silence] Yep. Okay. sorry, Cassandra. so the router, when you say the router password, that's not the same as my Wi-Fi password, is it? Okay. Okay. I'll just [silence] Okay. Okay. I'll link it.
11:00
Speaker 2
Well, that actually depends to you, sir, because we have two credentials when we login. So, aside from the email, usually when the first time you setup the Linksys router it will ask you to associate with your email, where it has your email and then the password. And then second is it will also ask you to create a router password. So, that depends if you set up your router password the same as the password that you have on your email. But if not, yes that is not the same, sir, with the wi-fi password. That router password is used as a second option to log into the web interface or to the Linksys app.
11:00
Speaker 1
uh, I'll reset the password, I just think I don't want to go through the procedure to have to reset all my passwords. Um, right, going to recovery mode. sorry, bear with me. All right, sorry about that. I have a 379. Oh, where's it from? three seven six five seven three seven six five seven three oh Okay, so now I've got create a new admin password and hint. Oh, okay. Uh, I don't know that's fine. Um, just let's just kind to try and I can. It's a long password, and I don't know how I save this one. [silence]
12:00
Speaker 2
what is the very
13:00
Speaker 1
When you're transcription starting. I was trying to do is see whether or not it does a speed test for me of of what it tells me what the router speed is but not what the speed is to my device. How do I do that on the on the um the the app on my phone, I have the option for des
14:00
Speaker 2
Okay, sir. You're welcome. [silence] So you can see now, sir, the links of smart Wi-Fi. [silence]
14:00
Speaker 1
comebacks with two options. One says, you know, internet to router and then router to device. Is that so, if I do this, what I do is a start speed. Okay, so that test me to the internet. How do I know what the speed is from the internet from the router to my device?
15:00
Speaker 2
Uh, yes, uh, for that, once you're on the Linksys app, yes, we do have that option. But in terms of the web interface, you can only see or run a speed test for the router only. So, if you're using desktop, you have to use a third party speed test to know how much your device is getting connected to the router. Well, you have to use a third party speed test, uh, like, speed test.net. So, that is uh uh mmm txt. [silence] so that is uh uh mmm txt. OK, uh. Bruce? [silence]
15:00
Speaker 1
Okay, so that's just using the um yeah, okay, I'm familiar with that um okay, so that's what I have to do on the um, in fact on the web browser to, to, to test it for the app, that's great, okay, I'm, I'm clear on that. Thank you for your patience, uh, on that. I appreciate your help.
16:00
Speaker 2
One of the uh speed test that we're actually using to know how much your device is getting connected to the router. [silence] You're welcome, sir. And by the way, sir, just to give you a heads up, since I've mentioned earlier that we just released a new update with the W-H-W03, um in case, sir, that you got logged out with the Linksys app, um you will since um this device has already been discontinued to the cloud server, uh you can only log in to the Linksys app using the router password instead of
16:00
Speaker 1
say that again. So I can, so if I'm, if I was to close my, um, app on my phone, Oh my god. uh okay. I mean, I've just tried it. It has, but it has just taken me straight back into the app. So, um, it's not logged me out at the moment. That's fine. Sorry. Just explain that, explain that again. So if I log down to, if I get logged out of the app on my phone, and I needed to get back in, I've I've got to go in through the web browser, have I?
17:00
Speaker 2
In case. yeah. In case you got, log out, sir, on the Linksys app on your phone. Once you log in again, instead of the email, use your login using router password. Mm-mm. Okay. But just in case for future reference, sir. Okay? And then just keep the password. No need, sir. [silence]
17:00
Speaker 1
Yes. Yes. I'll just say. Okay, that's great. Thank you for that. Lovely. Much appreciated. Thanks. Okay, lovely. Thank you, bye bye.
18:00
Speaker 2
Once you got logged out to the Linksys app, and then you log in again, once you log in again, it will provide you options to log in on the Linksys app. So, first is it will ask you to log in using email and password, which has already been discontinued. So, you will no longer be able to log in using that first option. Go to the second option, which is log in to router using router password. And then use the router password that you have created right now. Yes. You're welcome. You're welcome. [silence] Thank you so much.
18:00