V2 Rubric Detail — 22e6cde6-65c1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 18:12
Duration
11m 0s
Contact
James A Hunter
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133139
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Forgot WIFI password

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership3.50/5
EscalationN/A
Customer Exp4.29/5
Overall37.9% (-20.1)

V2 Grader Summary

The agent failed to perform the required Recovery Key password reset, which is the standard non-destructive method for WHW03 routers, and instead defaulted to an email guide. Despite polite communication and a clear next step, no actual troubleshooting was conducted, leaving the issue unresolved. This represents a protocol failure regardless of warranty status.

V1 Case Analysis

Customer unable to recall router admin password for WHW03 mesh system; error 2298 after multiple failed attempts. Agent confirmed out-of-warranty status, explained recovery key purpose, and emailed a step-by-step reset guide. Customer declined paid support.

Troubleshooting Steps
  • Verified product model (WHW03) and serial number.
  • Clarified that the recovery key on the device is for the router admin password, not the Wi-Fi password.
  • Explained error 2298 as a lockout due to multiple failed login attempts, requiring a full reset of all nodes.
  • Confirmed customer has a three-node mesh setup (parent + two child nodes).
  • Offered paid support and committed to emailing a reset guide.
Key Observations
  • Agent correctly identified error 2298 and its cause, aligning with KB guidance ([07:00]).
  • Agent failed to collect serial number accurately on first attempt, causing minor delay ([02:00]).
  • Agent assumed out-of-warranty status without formal lookup but did not contradict transcript evidence ([05:00]).
  • No live troubleshooting was performed; resolution path relies on follow-up email.
  • Agent did not confirm whether customer needed Wi-Fi or router admin password until mid-call, causing early confusion ([06:00]).
Positive Highlights
  • Correctly clarified that the recovery key on the device is for the router admin password, not the Wi-Fi password ([07:00]).
  • Accurately explained that error 2298 is triggered by multiple failed login attempts and requires a full reset of all nodes ([08:00]).
  • Correctly advised that all nodes—not just the parent—must be reset and reconfigured ([09:00]).
  • Collected the customer's email address and committed to sending a detailed step-by-step guide ([09:00]).
  • Offered a paid-support option for customers who might need deeper assistance, in line with policy for out-of-warranty devices.
Agent Errors / Gaps
  • Did not confirm whether the customer needed the Wi-Fi password or the router admin password at the start, leading to confusion ([06:00]).
  • Misheard and incorrectly repeated the serial number initially, requiring customer correction ([02:00]).
  • Assumed out-of-warranty status without performing a warranty lookup ([05:00]).
  • Provided no immediate troubleshooting steps; relied solely on a follow-up email without walking through reset process live.
  • Did not confirm customer's access to physical hardware (e.g., ability to press reset button) before committing to reset guide.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent did not resolve the password reset issue; only promised to email a guide without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped the Recovery Key method entirely and did not attempt any troubleshooting steps to regain access.
R3 Not Met Correct resolution path conf 95%
Agent defaulted to paid service and email guide despite a standard non-destructive recovery path being available regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent asked only one clarifying question and failed to diagnose the root cause or explore prior recovery attempts.
T2 Not Met Appropriate tools / resources used conf 93%
No tools were used (e.g., remote verification of Recovery Key process), even though the scenario required it for accurate resolution.
T3 Partially Met No misinformation conf 91%
Agent correctly identified the Recovery Key is for router password, but failed to guide the customer through the actual reset process.
Communication
C1 Partially Met Clear & professional language conf 89%
Call was polite and moving forward, but agent lost control by not establishing a clear resolution path and defaulted to email handoff.
C2 Met Confirmed understanding conf 92%
Agent used accessible language, repeated information for confirmation, and avoided technical jargon.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent offered to send a guide but did not take ownership of resolving the core issue during the call.
O2 Met Proactive follow-through conf 95%
Agent clearly stated: 'I will send the guide right after this call,' setting a specific next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent apologized for connection issues and reassured customer about privacy, showing empathy.
X2 Met Tone & rapport conf 91%
Agent maintained a consistent, respectful tone and adapted pacing to customer’s speech.
X3 Partially Met Overall experience conf 88%
Customer had to repeat serial number multiple times due to ASR issues; agent could have streamlined verification.
Call Transcript22 turns · 22 lines
Speaker 1
Yeah hi we are trying to are you can you hear me can you hear me okay we're we're trying to um reset
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products paid support may be available. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product paid support option may be available depending on the issue. All right, thanks for calling, uh, Linksys, is there any way I can help you today? Hello? Yes, yes, yes. I can hear you sir. How can I help you, sir?
00:00
Speaker 1
our password on our Lynx sys, router system. And it doesn't say we we followed, you know, gone to your website where we're supposed to be able to do it, but it just didn't it didn't work. So, uh, for some reason when we tried to reset the password, it gave us an error. So, anyway, we're just we just couldn't remember our password, and we needed it. correct. The, uh, serial number you said? Yeah. Just a second. Let me, uh, I just took a picture of it. Let me let me, uh, take a look at it. Um.
01:00
Speaker 2
you see, okay, so this is about the wi-fi password, sure right, okay, and I have the model and serial number of your license, please,
01:00
Speaker 1
20, J, 10, 6, 6, 8, 0, 4, 1, 7, 6. did you get all that? [silence] did you say 1, 0, C, 6, 6, 8, 0, 4, 1, 7, 6? no, that's that's not correct. that's not correct. it was up. uh, I'll say it again. It's two, zero, two, J, 10C, 6, 6, 8, 0, 4, 1, 7, 6.
02:00
Speaker 2
um, PRJ 106069 what is after six niner, sir? um 10 C, okay. Okay, let me just read it back Sir two zero Juliet, two zero Juliet, two zero six six nine eight zero time 204765.
02:00
Speaker 1
Juliet 10 Charlie 1616804 176. Sometimes we have a bad connection with our mobile uh phone here that we have a total of three. Where I have the main router and then we have two other nodes. Yeah. It's 336 9932 5045.
03:00
Speaker 2
yes sure apologize for that, but anyway, sir. yeah, I was able to get the right number. and how many languages, you know, do you have, sir? they'll just need to check on the exact unit you have, sir. while waiting my wife, you have your phone number in case you get disconnected
03:00
Speaker 1
You wanna know what the model number is? Because I have that information too. James Hunter. Is there some reason you need it? I don't want to be getting any more, I don't want to be getting any more spam from than I already get. So, I mean, is this absolutely necessary?
04:00
Speaker 2
I believe I already have the model search W-H-W-O-3. Okay. Okay. So for this, uh, concern sir, uh, just the check on some of the details. Um, will be wait here. do you mind to give your first and last name, please? how about your email address, sir? I'm sorry, sir.
04:00
Speaker 1
They have my email address. I'm just trying to figure out how to reset our password. Oh, so that's free. But are you so I thought I thought I I'm supposed to be able to use the.
05:00
Speaker 2
Yes, yes. For this one, sure. I might need to ask for that one for your email because it shows here that your device is already out of warranty. And for out of warranty, we can no longer provide free assistance, but we can offer you options. First option, sir, is we do have a paid service that is $15 for an hour of troubleshooting. And in that way, I'll be able to walk you through step by step with the setup process. Other ways, sir, the reason why I'm asking for your email is I can send you the guide, sir, and how you can get through the user interface and or set up your device again so you can create another network or another Wi-Fi password. Yes, for
05:00
Speaker 1
some key, uh, key or what sold, so that I don't have to. And that's what's not working and that's your hair. And it's not working. Not has nothing to do with the, you know, the warranty on our device. Just I'm not able to utilize the pass key that came with it. I'm trying to change the Wi-Fi password. That's all. Right, but I thought that was the way you go about rechanging your password for your router.
06:00
Speaker 2
Okay, Sir, what are you trying to recover, Sir? Wi-Fi password or router password? Okay, if that's the case, Sir, then that key will not work because that key that you have underneath the device, Sir, that's for the router password. No, Sir. As I mentioned, Sir, you
06:00
Speaker 1
Yeah. Well, that's what I'm trying to. that's what I'm trying to do. I need the I need the password for the router. That's what exactly what I'm trying to do. And that's providing life the Wi-Fi data, you know, for that I need to set up my dish, you know, for the how to get a new dish hopper. And it's requiring access to the network, you know, so I I need to be able to access this router. That's right. I tried, but it didn't work. I'll call somebody back if I can.
07:00
Speaker 2
that recovery [silence] key that you have on the bottom of your device, [silence] that's for your router password, not for your Wi-Fi password. [silence] Anyway, sir. Okay, what uh I'm sorry, [silence] you have three nodes, sir, right? Okay. [silence] And um where did you uh get that pass key, sir, that is not working? Is it on the parent node or the child node?
07:00
Speaker 1
I worked on the parent and I tried one of the other nodes and that started to work and it went through the process of allowing me to change the password. But once I put in a new password, it gave an error. It gave me an error number. The error number was 2298. So I need to basically reset everything and start over?
08:00
Speaker 2
What's the error number, sir? Oh, okay. Unfortunately, sir, that error number has when you will only get that one if you will do multiple failed attempts when accessing the user interface, or the user interface, or the app. Anyway, sir, that error will require you to create or to set up your device again, like to reset your your nodes. [silence]
08:00
Speaker 1
Huh. Yeah. Yeah. Right. Sure, sure. Um, so basically, how do I, how do, how do I, how do I reset, are you gonna, it was that, will that tell me that information? You're going to email me? Will it tell me how to reset the, the mother node and start over? Okay. Okay. Okay. All right. So the email that we should use for this, uh, marie hunter, M-A-R-I-E-H-U-N-T.
09:00
Speaker 2
Sir, because that error, sir, won't allow you to go inside the user interface. Anyway, sir, if you don't want to proceed with the paid service, I can send you the full step-by-step guide on how you can set up your Linksys node. But then, sir, I will be asking I need to ask for your email address because that will be sent to your email address. No worries, sir, we will not send spam messages. Yes, yes, sir. And not only the mother node, sir. All of your network all of your nodes, sir. Mother node and your child node.
09:00
Speaker 1
And that's at roadrunner.com. That's right. Yeah. Okay. All right. I appreciate that. I appreciate that. Thank you. Okay. All right. Well, thank you, appreciate it, bye. Bye-bye. You too. You too. Bye.
10:00
Speaker 2
Okay, so let me just repeat here. It's Mariehunter number eight at Roadrunner.com. Okay, so yes, sir. No worries, sir. We will not send any spam messages or any any uh unwanted messages sir. This is purely for trouble shooting and yes, sir. Okay. Yeah, this is already a registered device. You're welcome, sir. Yeah, actually, this is already a registered email, sir. Okay, so yeah, I'll send the yes, sir, I will send the guide, sir, right after this call and rest assured that you'll be able to uh get it up and running again. You're welcome, sir. Have a good day, sir. Please stay safe. Bye-bye.
10:00