V2 Rubric Detail — 20925ad8-5fa9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 00:05
Duration
6m 43s
Contact
Charles Barthmann
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00132129
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable To Access Web Ui_WHW03

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.62/5
Communication1.25/5
Ownership3.21/5
Escalation4.00/5
Customer Exp0.00/5
Overall23.9% (-30.1)

V2 Grader Summary

The agent failed to restore access to the router interface, offering only an invalid URL and a promise to email a generic article. No proper diagnostics were performed, and the customer was left with unresolved issues despite requesting escalation. The interaction lacked empathy, clear next steps, and technical accuracy, resulting in no meaningful progress.

V1 Case Analysis

Customer unable to access router admin page; provided direct URL workaround and suggested factory reset; offered to email KB article and escalation number.

Troubleshooting Steps
  • Provided direct‑URL workaround for blank admin UI
  • Suggested factory reset if URL fails
  • Offered to email KB article and escalation phone number
Key Observations
  • Agent gave the correct direct‑URL workaround from the KB.
  • No device model, serial number, or warranty status was collected.
  • Customer had already tried the URL; no further diagnostic steps were taken.
  • Agent did not confirm the customer's email address before promising to send information.
Positive Highlights
  • Provided the correct direct‑URL workaround for the blank admin UI.
  • Offered to email the relevant KB article and escalation hotline number.
Agent Errors / Gaps
  • Failed to ask for or record the router model and serial number.
  • Did not verify whether the customer could reach the router on the local network before suggesting the URL.
  • Did not walk the customer through the factory‑reset procedure or confirm it was performed.
  • Did not capture the customer's email address despite promising to send an email.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve access issue or confirm a viable path; only promised to email a link and escalation number.
R2 Not Met Diagnostic thoroughness conf 90%
No diagnostic steps taken (e.g., model, LED status, IP check); jumped straight to sending a URL.
R3 Not Met Correct resolution path conf 90%
Agent did not determine device model, firmware, or warranty status; failed to choose a proper resolution path beyond generic KB.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify root cause or ask relevant diagnostic questions (e.g., model, lights, connection type).
T2 Partially Met Appropriate tools / resources used conf 85%
Agent referenced screenshots and offered a KB article, but did not use tools like remote access or ping to verify connectivity.
T3 Not Met No misinformation conf 95%
Provided incorrect URL format ('192.168.1.1/UI.local/dynamic/index.html') not valid per KB; vague on firmware update timing.
Communication
C1 Not Met Clear & professional language conf 90%
No clear agenda set; agent drifted between topics without managing transitions or call control.
C2 Partially Met Confirmed understanding conf 85%
Used simple language and confirmed email, but did not adapt to customer’s frustration or check understanding of steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Took ownership of sending email and hotline, but did not resolve issue or prevent unnecessary future effort.
O2 Partially Met Proactive follow-through conf 85%
Promised to send email and hotline, but gave no timeline for email delivery or callback.
O3 Met Closure confirmation conf 90%
Referenced customer-submitted screenshots, showing use of prior information and continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Customer explicitly requested escalation; agent provided access to Level-2 hotline as appropriate.
E2 Partially Met Escalation prep & handoff conf 85%
Mentioned 'Level-2 team hotline' but did not provide specific number or escalation procedure details.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy expressed for customer’s frustration; used only scripted closings without acknowledgment.
X2 Not Met Tone & rapport conf 90%
Did not adjust tone or pace to customer’s annoyance; repeated instructions without checking comprehension.
X3 Not Met Overall experience conf 90%
Asked customer to reconfirm email already used; sent multiple URLs without confirming correct one.
Call Transcript14 turns · 14 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. This is Paul from Linksys customer support team. May I speak to Charles? Okay, so this is actually a follow up call regarding your concern about your Linksys device. Yeah, I believe so. You are having issues like accessing it's web interface, right? Cannot access it. Oh. I see. Yeah, actually. I see. Yeah. What will be the best time for us like to call you back? I'm actually at it's yeah, 2:30 I think 2:30 and PM central. That works. 2:30 okay, we will call you back an hour. Okay, bye.
00:00
Speaker 2
Hello, Charles. Hello. Yes, you're speaking with Charles. Yes, that is correct. Unfortunately, I'm not at the location where that device is, so I'm not sure how much troubleshooting we're going to be able to do. Um, so I have a, if you're gonna say, we can't help you right now, then I'll make this call short. Um, I am not sure what troubleshooting steps where you're going to have me follow because it's my in-laws' device.
00:00
Speaker 1
Yeah, so yeah, for this one, so I just want to try, like, to give you, like, a link that you can try to access. Yeah, if you want to, I can send this one to you via email. Is that okay with you? So you can try, yeah, once you get home. Yeah, because the worst thing, so if this still doesn't work, so then, yeah, the last resort is actually like to reset and reconfigure the device. Yeah. So that will be the last resort. So, Yes, try this first. Yes. Yeah, it's not working. Yeah, this is the, I believe it's the 1.1 UI local dynamic. yeah, that seems less work. Yeah, this is a different one. Something. Is that good?
01:00
Speaker 2
Okay. Yeah, no, that's fine. Yeah, that worked fairly well. Okay. Okay, I have no problem doing a factory reset, but yes, I'm willing to try the URL. The first line rep that I spoke with did give me a URL. Was it ud.'default? Yeah, okay. Yeah, it's not working either. So yeah, yeah, she gave she gave that to me already. And eventually, the the page does resolve. If it's a different link then please go ahead and send
01:00
Speaker 1
Yeah. Yeah, I heard that. Yeah. Yeah, well that the place. Yeah, it actually. OK. OK. just yeah I think yeah you actually tried the yeah that 192.168.1.1 forward slash UI.local slash dynamic slash index.html and that seems to bring you to the Linksys now interface, right? So, not the actual Linksys page.
02:00
Speaker 2
submit it to me and I'll try it. but if it's the same one, it did eventually resolve, but it still doesn't give me access into the local admin page, which I need because I'm trying to add I'm trying to add a a home automation device that only seems to want to connect on 2.4 gigahertz. So I need to separate out the 2.4 and the 5 GHz networks temporarily until I get the device connected.
02:00
Speaker 1
Yes, yes, yes, like just now. Yeah, I got your... Yeah, I see the screenshots, yep. Yes, I was able to see the screenshots that you sent to us. So I will send the user this article, okay? And I will also include a Once you are on site, then you can try, give it this a try. And if this doesn't work, then would it be okay with you? If I will just give you a number to dial, so you can you don't have to wait for the case to be escalated again. Yeah, I will also include the level two team hotline on that email, okay? Yeah, yes, that will be the last resource.
03:00
Speaker 2
Chi [silence] there's, okay, yeah, then that'd be wonderful. Yeah if you could send that all in an email that'd be wonderful. But it looks like our next troubleshooting step will be to factory reset it.
03:00
Speaker 1
Yeah, the reset, okay. And it, yeah. Yes. Yes, yes, that's, you should see the login screen where you can enter the router password. Yeah, if that doesn't work, if you forgot the, if you forgot the router password, it also has the option reset. Yeah, that's the thing. Yes. Mm-hmm. Nice. Yeah, I think these are something to do with the update. Yeah, our team is actually aware with this. That's why they are providing us with these work around. Okay. Mm-hmm.
04:00
Speaker 2
Okay. um, Can, can you tell me what I should be expecting to see when it works normally? Should I be seeing a login screen that asks me for an Admin password? Okay. Okay. you know because I had tried. I had been able to get to it. Yeah, I, I couldn't see anything. I was able to get to it a couple months ago because I had tried to do this exact same thing a couple months ago and I just ran out of time. So I was very confused as to why the page did not want to show up this time. Okay. All right. All right. Okay, so yes, please go ahead and send me by email the link to try or to read
04:00
Speaker 1
Yes. Yes, yes, sir. Yeah, I will include that one to the email, sir. Okay? So, I just want to confirm your, but it was before you go, I just want to confirm your email address. Okay, yeah, because I just want to make sure that you receive the email. Oh, okay. So, I think this is actually a working email because you are able to send us, yeah, what you call this, the screenshots. Yeah, yeah. Yeah, it does work. Okay. Okay, so do you have any other questions or clarification that I can help you with? Yes, so the things there is we don't have any information on when will be the next update, will be released. Oh, the update? Actually, this update has just released recently. I think it's last week, I think. Yeah, just last week, yes. Yeah.
05:00
Speaker 2
And the escalation direct phone number that would be much appreciated. Wonderful. Thank you very much. Mm-hmm. Yes, as in the screenshot. So it does work. When, well, when did this update came out? No, no, when did the update, when did the update came out that caused all the problems. Wow. Okay. All right, and cuz I have the
05:00
Speaker 1
yeah probably it's already updated to the latest firmware yeah hopefully it doesn't encounter this same type of issue okay okay sir so you're you're welcome sir and thank you as well for answering the call and once again my name is Paul from the assurance team have a great day bye bye [silence]
06:00
Speaker 2
[silence] the Vell was set to automatically update so alright okay okay. Thank you very much for your time. I look forward to the update email easier line it.
06:00