V2 Rubric Detail — 2091f976-7a43-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 20:33
Duration
14m 50s
Contact
Lindy Medina
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00136251
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01 Cn disconnected

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to diagnose or resolve the customer's inability to access the router admin UI, provided incorrect technical guidance, did not use any troubleshooting tools, and offered no empathy or clear next steps. No escalation was made despite the lack of progress, resulting in an unresolved call.

V1 Case Analysis

Customer unable to access WHW-01 admin after reset. Agent provided incorrect URLs (e.g., 'erie.linksys.com', 'Sttp://myrouter.local') and suggested default password 'admin' without verification. Did not use five-digit recovery key method. Issue unresolved.

Troubleshooting Steps
  • Collected model and serial number.
  • Directed customer to incorrect URL 'erie.linksys.com'.
  • Directed customer to malformed URL 'Sttp://myrouter.local'.
  • Advised to proceed past browser security warning.
  • Suggested trying default password 'admin'.
Key Observations
  • Agent provided completely incorrect URL 'erie.linksys.com' instead of the correct local address for WHW-01.
  • Agent used malformed protocol 'Sttp://' instead of 'http://' or 'https://', which will not resolve.
  • Agent incorrectly suggested default password 'admin' for WHW-01, which does not use default credentials post-setup.
  • No attempt to guide customer through the five-digit recovery key method, which is the correct non-destructive recovery for LinksysNOW devices.
  • Call lacked any valid escalation path, follow-up, or self-help resource.
Positive Highlights
  • Collected the router model (WHW-01) and serial number early in the call ([01:00]).
  • Asked for customer's name and attempted to verify identity ([01:00]).
Agent Errors / Gaps
  • Provided wrong URL 'erie.linksys.com' ([02:00]), which is not a valid Linksys domain per KB.
  • Used malformed URL 'Sttp://myrouter.local' ([11:00]) with incorrect protocol, contradicting KB guidance.
  • Suggested default password 'admin' for WHW-01 ([14:00]), which is not applicable to Velop devices per KB (universal_factory_reset.md).
  • Failed to use or mention the five-digit recovery key method, the correct procedure for password recovery on LinksysNOW devices (linksys_now_login_admin.md).
  • Did not verify if the router was in factory default state before suggesting default credentials.
  • Did not provide any correct next steps or self-help resources such as a KB article.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer remained stuck on the sign-in page and could not access the router admin UI; no working login or fix was achieved.
R2 Not Met Diagnostic thoroughness conf 96%
Agent gave random, unstructured instructions (e.g., 'type E R I E dot link sys.com') and never performed systematic troubleshooting steps.
R3 Not Met Correct resolution path conf 94%
No clear resolution path was chosen; agent did not verify warranty, hardware status, or decide on escalation or best-effort steps.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. While they asked about LED status, they did not confirm power-cycle success, verify the local IP address, or systematically isolate why the login was failing (e.g., checking for a blank screen issue as per universal_admin_ui_blank_screen_workaround.md).
T2 Not Met Appropriate tools / resources used conf 93%
Agent relied entirely on verbal descriptions. The scenario clearly required a remote session or visual confirmation to determine why the sign-in page was looping/failing, yet no tools were used.
T3 Not Met No misinformation conf 98%
Agent provided a materially incorrect URL ('E R I E dot l i nk sys.com') which does not exist in any KB. While http://myrouter.local is correct for WHW01, the inclusion of a fake URL and confusing instructions to 'turn it off' during an access attempt constitutes a technical failure.
Communication
C1 Not Met Clear & professional language conf 94%
The conversation was chaotic, with repeated irrelevant questions and no clear agenda or transition.
C2 Not Met Confirmed understanding conf 93%
Agent used confusing technical language, did not confirm the customer’s understanding, and did not adjust communication style.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent never took ownership; kept asking for unrelated details and did not follow through on any promised action.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps or timeline were set; the call ended with the customer still stuck on the login page.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Agent did not escalate despite being unable to resolve the login issue; escalation would have been appropriate.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent offered no empathy statements; the tone remained procedural and detached.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to the customer’s frustration or pace; repeated instructions without checking comprehension.
X3 Not Met Overall experience conf 95%
Customer had to repeat information multiple times and perform unclear steps; agent did not streamline the process.
Call Transcript30 turns · 30 lines
Speaker 1
I am trying to get um my stuff post back up. For some reason it went down and my email address got changed. So I can't even get to the recovery emails.
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 use support.linksys.com for more information about your product. [silence] Hi, thank you for calling Linksys technical support. My name is Ellie. How can I help you? Um, okay, um regarding what's the OneM2, so the email and password option is no longer being supported. So you need to choose the For Local Access if you are already on the website.
00:00
Speaker 1
The what? Y-E-L-P. Model number W-H-W-0-1. Serial number 25FF510605910102. Lindsay Medina? L-E-N-D-F-E-Y. [silence]
01:00
Speaker 2
Before local access. Before local access. Uh, by the way, ma'am, before we proceed, can I have the model number and the serial number of your Linksys router? Okay. Thank you so much. And can I also please have your first name and your last name? How do you spell your first name, ma'am?
01:00
Speaker 1
I believe so, but I don't remember. Um yeah, I just need to get this working so we have no internet right now. I'm on linky.com. Uh Safari.
02:00
Speaker 2
okay and this is your first time calling links as correct okay so, um you mentioned earlier about uh accessing the router settings right? mhm. okay I see so you are already on the web browser interface. like you need to oh okay the links is that com um how about you try instead uh what browser are you using right now? okay Safari browser. so on the URL bar, ma'am, can you type, where is it? E R I E dot l i nk sys.com in the URL bar? okay.
02:00
Speaker 1
Okay, hold on. Should I have my router or my Wi-Fi thing plugged back in? I had to take it outside to you.
03:00
Speaker 2
and the http://.... http://myrouter.local.And then just proceed, yeah . And that's it. Just proceed or press Enter. Oh, you just turn it off.
03:00
Speaker 1
Serum numbers come out with so, okay, no, no, no, no, no, cc at arvig.net. Three. Safari could not open the webpage because the server stopped responding. My.
04:00
Speaker 2
Oh, OK. uh, yeah, please turn it on. And, uh, Linda, can you also please uh, have your active email address? OK. And how many links does Rodish-have? three. Hi, yeah, yes, uh, yeah, cause, you mentioned uh, that the router was off, so that's why you are getting silence silence Okay. And how many lengths of routers do you have? Three. Hi, yeah, yeah, because you mentioned earlier that the router was off. So that's why you are getting okay. And how many lengths of routers do you have? Three. Hi, yeah, yes. Uh, yeah, cuz, uh, you mentioned earlier that the router was off. So that's why you are getting okay. And how many lengths of routers do you have?
04:00
Speaker 1
New thanks for calling. Here's how we can help. I'm just trying to connect. I was trying to change the password. I thought
05:00
Speaker 2
So, yeah, let's wait up until the Linksys router is back up and running before we proceed. Okay? At least the main one or the one that is hooked up directly to the modem or to the internet source. And while waiting, uh, Lindy, who's your internet service provider? Hmm. [noise] Okay. Thank you so much. [noise] Um, are you trying to change something on the router settings? Hmm, okay.
05:00
Speaker 1
That's behind me too. What? I think that's maybe what was the problem, but... Can you access the password? That's the rough stick bird for seven one. I know that one. That's the same thing, isn't it?
06:00
Speaker 2
Oh, what password? Oh yeah, there are actually different types of passwords that you could actually change. So the router password that you need on on when you need to access the router settings. The the Wi-Fi pass. Uh huh. And then the second one is the Wi-Fi. Uh huh. Uh huh. And the second one is actually the Wi-Fi password for you to use when you are going to connect another device to your network. Uh no, it's actually different. The router password is the one that you use to access the router settings and the other one is for you to use when you need to connect a device or let's say a phone
06:00
Speaker 1
Okay, is it RossPerkbird? 471! Yeah, I'm not getting in with that is why I'm really having issues. I don't know what's going on. Okay, so I can't get on it and we have no internet. Hold on. It's red. It's red. Yeah, I reset it. I'll send it off. [silence]
07:00
Speaker 2
To your Wi-Fi connection. Maybe that's your Wi-Fi password. What was exactly the issue by the way? Uh, what is the LED light that is coming from the Linksys router on top of it? Like solid red or blinking. Oh, okay. Um, did you uh what are the things that you have performed earlier? Like did you try turning off and on the router? [silence]
07:00
Speaker 1
What's two or three, two or three? I guess my goal right now is to get onto the app so I can actually look to see what it's doing. I can't see anything. What email address do you have down for me? Is it the hhc one or the or the blondi? Because the blondi I can't get to.
08:00
Speaker 2
Yes. Thank you. which of these did you press and hold the reset button? Okay. Mhm. Okay. So, uh, yeah, so regarding the. Uh, let me check. Mhm. Uh, let me just go ahead and check this. Mhm. Okay. Let me see if I can pull up any information. So, uh, I don't see any record.
08:00
Speaker 1
Oh, now that has internet.
09:00
Speaker 2
or any device that is registered under or linked to an email address here. But for this one, do you have a, do you have an available laptop or an iPad right now that we can use? I know it's okay if it if it doesn't have any internet connection because we just really need to make sure that we have those available devices because we are going to access the router settings. Okay, that's perfect. So the Linksys router, is it still solid red or blinking red? What happened that it's pressing now. Okay. Can you see the Wi-Fi? Yeah, that's actually that's actually how should that be done. But let's not do it yet. Okay. Uh can you tell me if you can see the Wi-Fi name that you set up for this router?
09:00
Speaker 1
Yeah. It's Medina. Yeah, it says no Internet connection. Okay. What was the rest of it?
10:00
Speaker 2
and what should it be and that's the one that okay that's medina uh can you uh can we connect the laptop or the ipad to that network though it doesn't have any internet okay and it's already connected now open please a browser and then on the URL bar or on the address bar type in the same information the http:/
10:00
Speaker 1
Why am I getting a warning when I try to access my router settings in a browser? Continue. You want me to hit continue? This connection is not private. Show details or go back. Firefox warns you when a website has a certificate that is not valid.
11:00
Speaker 2
Sttp://myrouter.local. And then, can you see an Information where you can go in, you know, maybe proceed, show details, or continue? Okay, tap on continue. Yes, please. Uh, tap on proceed. Uh, show details.
11:00
Speaker 1
This may happen if the website is misconfigured. Visit this web site. Sorry, waiting. Okay, access Velop. Yep. Yeah, well, the RusticBridge for 7-on. [silence]
12:00
Speaker 2
Mm-hmm. Uh can you see uh-huh, and then it will show you some information like if you understand uh this information uh yeah visit this website or proceed, something like that. And then uh let me know once you are already on the page where it's asking for a router password or continue to LINCS SMART Wi-Fi, something like that. All right. Uh-huh. All right. So right now, I'm on this phone. Uh yeah, that's the one. Now, it's asking for a router password, right? Okay. Uh do you remember customizing this one before? Okay. Uh can you input those information and then tap on sign in? [silence]
12:00
Speaker 1
it's asking for a login link it says internet connection is down it's asking for it still
13:00
Speaker 2
[silence]
13:00
Speaker 1
It's still on the sign-in page. It's not letting me do anything. and then yeah I hit sign in and it goes right back to that.
14:00
Speaker 2
So, uh let me know once you are already or if you can now see the smart Wi-Fi tools or the. [silence] okay. Like after you type in the information or the password that you, uh mentioned. Okay. Uh, can you try using the word admin all lowercase? A D M I N.
14:00