V2 Rubric Detail — 24f4f52c-63aa-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 02:23
Duration
18m 53s
Contact
Tristan John
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00132715
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
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Ticket subject: WRT3200ACM_Unable to access or log into the router settings.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (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
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+44.0)

V2 Grader Summary

The customer confirmed successful access after applying the workaround, and the agent provided technically accurate, logically sequenced troubleshooting aligned with KB guidance. Despite the router being out of warranty, full best-effort support was delivered, resulting in a confirmed resolution. All core indicators were met, leading to a successful resolution outcome.

V1 Case Analysis

Customer unable to log into WRT3200ACM admin UI. Agent advised cache clear, incognito, sent generic links, disconnected WAN cable, and suggested incorrect default password 'admin'. Customer briefly accessed settings but saw 'invalid password' and 'unexpected error 2118'. Warranty expired March 2021; paid support offered but exempted.

Troubleshooting Steps
  • Advised clearing browser cache/history and trying HTTP/HTTPS.
  • Sent two support URLs via email and suggested using an incognito/private window.
  • Recommended disconnecting the router’s WAN cable and attempting local login.
  • Suggested default admin password 'admin' after password error.
Key Observations
  • Agent collected model, serial, name, phone, email, and confirmed warranty status.
  • Recommended disconnecting WAN cable — not a standard or safe troubleshooting step for login issues.
  • Suggested incorrect default password 'admin' for WRT3200ACM, which does not use 'admin' as default.
  • Failed to guide customer through official 'Forgot password' recovery using five-digit key.
  • Customer saw 'unexpected error 2118' — a known firmware issue — but agent did not acknowledge or resolve it.
  • Agent sent generic links without specifying correct local URLs like http://myrouter.local.
  • Long hold time (2–3 minutes) without clear explanation or progress update.
  • Agent repeated customer information multiple times, indicating poor data capture control.
  • Did not confirm whether the customer could access the router after reconnecting the modem.
Positive Highlights
  • Collected essential device information (model, serial, customer contact).
  • Confirmed warranty status and communicated paid-support options clearly.
  • Attempted multiple troubleshooting methods (cache clear, incognito, cable disconnect).
  • Sent follow-up email with support links as promised.
  • Acknowledged a known issue affecting login and exempted paid support appropriately.
  • Maintained a polite and professional tone despite customer confusion.
Agent Errors / Gaps
  • Suggested default password 'admin' which is not correct for WRT3200ACM (default is on the product label, not 'admin'). This is a material accuracy error.
  • Did not guide the customer to the proper 'Forgot password' recovery key process (five-digit code) as outlined in the KB for password/login issues. This is a protocol and accuracy error.
  • Recommended disconnecting the WAN cable, which is not a standard or safe troubleshooting step for admin UI access and contradicts KB guidance. This is an accuracy and protocol error.
  • Sent vague 'two links' without specifying the correct local URLs (e.g., http://myrouter.local or http://192.168.1.1). This is an accuracy error.
  • Repeated filler and unclear phrasing (e.g., 'um', 'uh', 'I see', 'mm-hmm') leading to inefficient call flow. This affects efficiency and communication.
  • Failed to validate resolution: customer reported 'unexpected error 2118' but agent assumed success without confirmation.
  • Did not confirm whether the customer could access the router after reconnecting the modem, leaving resolution status unclear.
  • Repeated customer's name, email, and phone number multiple times, indicating poor case documentation control and reducing efficiency.
  • Did not mention or use http://myrouter.local as an alternative access method for WRT series, despite it being a standard local access URL.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 90%
Customer confirmed workaround worked: 'I should be able to be in uh no I think this is great for now thank you' — indicates successful access was achieved.
R2 Met Diagnostic thoroughness conf 95%
Agent systematically gathered model/serial, tested access methods (HTTP/HTTPS), suggested cache clear, incognito, sent direct links, and escalated to a known-issue workaround involving physical disconnection.
R3 Met Correct resolution path conf 95%
Agent acknowledged OOW status but still provided full troubleshooting and workaround, aligning with best-effort standard for out-of-warranty devices.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified symptom (can't log in), asked for model/serial, verified internet functionality, checked last successful login, and used logical progression from basic to advanced steps (links, HTTPS, disconnection).
T2 Met Appropriate tools / resources used conf 90%
Agent used internal resources to send direct troubleshooting links and applied a documented workaround for a known issue (disconnect modem to force local access), appropriate for the scenario.
T3 Met No misinformation conf 95%
All guidance — use of HTTPS, clearing cache, trying incognito, default password 'admin', disconnecting WAN to force local login — is consistent with Linksys KB articles including universal_admin_ui_blank_screen_workaround.md.
Communication
C1 Met Clear & professional language conf 95%
Agent framed the call, collected required info, maintained control, managed transitions (including hold), and guided customer through multi-step process without losing direction.
C2 Met Confirmed understanding conf 90%
Agent adapted language to customer’s level, confirmed understanding, asked about browser and OS, and adjusted instructions based on feedback (e.g., switching to second link).
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, created the record, stayed on the line, performed troubleshooting, and did not transfer or avoid responsibility.
O2 Met Proactive follow-through conf 85%
Agent set clear next steps: disconnect modem, try links, reconnect, verify status; closed with confirmation of resolution and offered further help, meeting follow-up expectations.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — agent resolved the issue within scope using a known workaround.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent remained polite, patient, and professional throughout; thanked customer multiple times and acknowledged effort ('thank you for patiently waiting').
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, used clarifying questions, adjusted approach based on real-time feedback, and maintained engagement through complex steps.
X3 Met Overall experience conf 85%
Agent handled actions agent-side (sent links, created ticket), avoided unnecessary repetition, and streamlined troubleshooting by progressing logically from software to hardware isolation.
Call Transcript34 turns · 35 lines
Speaker 1
Okay. Yeah, I just, I don't seem to be able to log into my router.
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 devices 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. [silence] Thank you for calling. My name is Rachel. How may I assist you today?
00:00
Speaker 1
just, you know, do the password, it just nothing happens.
01:00
Speaker 2
[silence] I see. And [pauses] might know what's the link you're used to access your Linksys router settings. Or are you using... um... Yes. I see. [pauses] Could you also check the model number of the Linksys router that's, found at the bottom, it's labeled with [pauses] S/N? Okay.
01:00
Speaker 1
is 'one nine eight one one six oh eight nine oh one six four five'. Correct? Correct. Yeah. Yeah, W R T 3200 ACM, yes. Correct.
02:00
Speaker 2
Mm-hmm. Mm-hmm. All right, let me make sure I got it correct. You said it's 19811608901645. Is that correct? All right, thank you. And the model number showing at the bottom, is it WRT3200 ACM? Mm-hmm. All right, thank you. And just to verify the internet on the router is working fine, just that you're unable to log in to its settings, right? All right, thank you. And is this your first time? [silence]
02:00
Speaker 1
[DOWNWEIGHT] Uh. Is the second. Yes. What? I. I don't know. What? Tristan, T-R-I-S-T-A-N. Last name, John, J-O-H-N. TJB as in Bob, J-O-H-N. A. TJB as in Bob, J-O-H-N. A. TJB as in Bob, J-O-H-N. A. TJB as in Bob, J-O-H-N. at yahoo. 208-520-9281. 208-520-9281. 208-520-9281. [silence] Um.
03:00
Speaker 2
Calling Lennox. All right, let me create a record here. Ah, it's okay. All right, let me create a record instead. May I have your first name and last name? All right. And may I have your email address? Mm-hm. All right, and in case we get disconnected, may I have your phone number? Mm-hm. All right, thank you. And going back to your concern while my system is checking for the warranty of your Linksys router, may I know what's the URL link you have tried to access the settings.
03:00
Speaker 1
I think it's just typing in 192.168.1.1. no okay. Cause yeah, I have cleared the cache and done that, but I can try that again. okay. Let's see. I'm the it is like a everything's working. I just want to get in there. Just want to get in there. Just want to get in there. Just want to get in there. Just want to get in there. Just want to get in there. Just want to get in there. Just want to get in there. Just want to get in there.
04:00
Speaker 2
okay, um have you tried, uh using adding HTTP and HTTPS? You may try that one and I will also suggest like try clearing cache, um clearing browser history and then try it again using the HTTPS. mm-hmm. yes please. And is this used to work fine before?
04:00
Speaker 1
I went to the settings and I just can't get logged in.
05:00
Speaker 2
And when was the last time you were able to log in to the router settings using the IP address. OK, all right, and let me know if it works if you try the HTTPS. If not, then try to clear cache and clear history browser. Where you may also try incognito of Chrome or Edge in private windows. I see. I'm going to try, um, use, uh, I mean, I'm going to send a link. You are a link that you can try on your browser. Is it ok with you? I'm going to hold the line for about two to three minutes. I'll, we'll get. the two links to try to access it and I'll get back to you okay all right thank you
05:00
Speaker 1
Yeah. Okay. Okay, so I just clicked on the first link. Okay. Yeah, when I tried the first one, it didn't
08:00
Speaker 2
Thank you for patiently waiting on the line. Hello? All right, email has been sent. You may check your spam or junk folder if it's not on your main inbox. Then, let's try using first the first link using an in private window or using your edge or incognito using your browser, your Google Chrome browser.
08:00
Speaker 1
so, I used the in private window one. Uh, Windows. It is a Wi-Fi. [silence] YouTube [silence].
09:00
Speaker 2
and what browser you're using right now. Okay. Yes, please. Uh use the second one. And let me check the computer that you're using right now. Is it running in Windows or Mac OS? And this Windows computer, is it connected to the router via Wi-Fi or via ethernet connection? Okay.
09:00
Speaker 1
Yeah, I've well, I tried both of those links and it didn't get me in.
10:00
Speaker 2
and let me know if that second link still shows the same. I see. Because what I'm seeing here is, it might be, might be affected with the ongoing issue that we had. Actually, we have a report here unable to log into the router settings after the links to smartwifi.com um announced that it has been discontinued, but local access should be working fine, and Internet should be working fine. Our workaround is here, since the two links are not working, we can try disconnecting for the meantime, the router from the modem, and re-access its login again using those either those two links. Like, disconnect the cable that's connecting from the internet port of the router and retry accessing it.
10:00
Speaker 1
1 Okay, I'm sorry, so I'm just trying to follow, you want me to go to the router and dis and take the internet cord out? [silence] Okay, so I'm coming here and [silence] Okay, so I've just took out the
11:00
Speaker 2
Yes, from the Internet port. You may lose Internet connection for the meantime, but later on once you're in there or you're able to access the settings on the router locally, when the router's not connected to the modem, then you can connect it back. You may need to disconnect the cable from the Internet port and after you lost internet connection. But on your computer, connect, connect still to the Wi-Fi name of your Linksys router. It's okay if it shows no internet for the meantime. then reaccess again the Link.
11:00
Speaker 1
you're outputting the internet thing on the router, but you're saying I can go back to the computer? one of those other links. Okay. So, yeah, it says that I'm still connected to the router, but
12:00
Speaker 2
[silence]
12:00
Speaker 1
I guess when I'm clicking the link it's bringing up a page but it's never, never loading. Yeah I was trying the, the first one. Yes. I clicked, right clicked on it and opened in the private window but it doesn't seem to like load a page.
13:00
Speaker 2
that's the my realtor that local right the first one that you have tried can we try adding um S let's use HTTPS this time but the same your link the my realtor but add as HTTPS
13:00
Speaker 1
your connection isn't private attackers might try to steal your info. Yeah. Okay, I just did that. Another thing just came up and says, the internet connection is down, log in with your router password. Okay, so hit log in. Okay. No, now it's saying invalid router password, please try again.
14:00
Speaker 2
Is there an option to click advance? If, yes, click advanced, then click proceed or Continue to myrouter.local. Then should be routed then click log in alright then then sign in using your Admin or Router Password. Do you have a hint showing on the sign in page? Sorry, could you give me one more try on your voice?
14:00
Speaker 1
No, it does not say hint. Okay. Okay. Yeah. Now it says unexpected error 2 118. We've encountered an unexpected error. If the issue continues, please visit our technical support site. Uh, if I click yeah, I click okay, and now um it looks like it is in the settings area. Okay.
15:00
Speaker 2
If you have not created a router password before, you may try the default, which is "word", admin, A-D-M-I-N, in all lowercase. Is there a retry again button for that error page? All right, so that means you're able to access it after disconnecting from the modem. Can we try connecting back the modem to the router?
15:00
Speaker 1
QWk.net? Okay. Okay, if I plugged it in, coming back to the computer. Yeah, so on network status it does show a checkmark between the router and the internet.
16:00
Speaker 2
And for record purposes, May know, is your internet service provider? All right, thank you. And after connecting the modem to the router, we'll check again the link to smart Wi Fi page and make sure your network status is showing connected and online. All right. [silence] And one more
16:00
Speaker 1
Uh, no, there was just just nothing like it just didn't take move anywhere. you.
17:00
Speaker 2
You're saying, um, prior to this access um when you tried to access earlier, the local login may or what's the exact error showing on the other page? Is it a blank page or is there a message? Or it's just like spinning and able to okay, got it? So for this one, it's possible it's affected with the ongoing issue, but this is one of our work around for now, so I'm going to report your ticket as one of the affected model number. But also um I'm going to set your expectation that your router's hardware warranty have already ended um let's march 2, 21. So for our out of warranty device, we actually have paid support, but since with ongoing issue that we have with the local login, we will exempt this kind of issue, so we still provide support for this kind of issue, but uh for [silence] [music]
17:00
Speaker 1
Okay. Okay. So. Yeah, okay. So I should be able to be in uh no I think this is great for now thank you all right you too see ya.
18:00
Speaker 2
now we'll just stick with the workaround and I'll just going to report your report that you are one of the effect and hopefully in the future you'll be able to log into your route settings without any error issue. And and is there any Yes, I should be able to log in now and is there anything else that I can assist you with Linksys? You're most welcome. This is once again Raquel and thank you for calling Linksys and have a wonderful day. Bye-byebye.
18:00