V2 Rubric Detail — 2822ccfa-5f96-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 21:49
Duration
18m 19s
Contact
Tedd Frechette
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132130
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: Cannot access the UI

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+17.6)

V2 Grader Summary

The agent correctly diagnosed a web access issue caused by an IP change and browser-specific TLS handling, providing the accurate local URL and guiding the customer to use HTTP in Microsoft Edge. The solution was effective and fully aligned with documented procedures. All technical and procedural indicators were met, with only minor opportunity to enhance empathetic acknowledgment of the customer’s concerns.

V1 Case Analysis

Customer unable to access router UI at 192.168.15.1 due to SSL errors and login loops. Advised using HTTP and Edge browser; login succeeded. Direct UI URL provided.

Troubleshooting Steps
  • Collected serial number and confirmed model.
  • Provided direct UI URL workaround (ui/local/dynamic/index.html).
  • Advised using HTTP instead of HTTPS.
  • Guided through password reset using recovery key.
  • Suggested switching browsers (Edge) after SSL issues persisted.
Key Observations
  • Agent correctly identified the need for direct UI URL workaround per KB.
  • Root cause was browser-specific SSL handling (Firefox vs Edge), not router issue.
  • Agent prematurely declared warranty status without system verification.
Positive Highlights
  • Provided accurate direct UI URL as per KB for custom IP access [09:00].
  • Recognized browser-specific issue and successfully resolved by recommending Edge [16:00].
  • Maintained calm, empathetic tone and repeated instructions clearly when needed.
  • Correctly guided recovery-key password reset procedure after initial confusion.
Agent Errors / Gaps
  • Stated device is out of warranty based only on serial number without performing formal warranty lookup [04:00].
  • Provided HTTPS URL initially, which perpetuated SSL error; should have recommended HTTP from the start [09:00].
  • Suggested using Wi-Fi password as router password, which is incorrect per KB and caused confusion [13:00].
  • Repeated password-reset attempts after browser issue was evident, creating unnecessary loops [11:00–15:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer successfully logged in via Microsoft Edge after agent provided correct URL and browser guidance, resolving the access issue.
R2 Met Diagnostic thoroughness conf 96%
Agent systematically explored IP change, tested HTTPS vs HTTP, guided through password reset, and trialed multiple browsers to isolate the issue.
R3 Met Correct resolution path conf 95%
Agent pursued non-destructive troubleshooting (password reset, browser switch) despite OOW status, aligning with best-effort support standard.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Identified symptom (secure connection failed), linked it to IP change, and followed logical steps to test access methods and credentials.
T2 Met Appropriate tools / resources used conf 94%
Used correct KB-backed knowledge: provided accurate local URL path and recovery-key process; no additional tools were needed for this issue.
T3 Met No misinformation conf 96%
Guidance on using HTTP instead of HTTPS, correct URL structure, and recovery-key reset was fully accurate per KB documentation.
Communication
C1 Met Clear & professional language conf 95%
Maintained control by gathering serial, confirming provider, and guiding step-by-step without digressions or loss of direction.
C2 Met Confirmed understanding conf 94%
Adapted language to technical customer, confirmed browser types, and adjusted approach based on feedback without over-technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Took full ownership, did not transfer, and stayed with the case until resolution was confirmed.
O2 Met Proactive follow-through conf 96%
Provided clear next steps: use specific URL and switch to Edge; resolution occurred immediately on same call.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remained professional but did not explicitly acknowledge customer’s frustration or stress about potential hacking.
X2 Met Tone & rapport conf 95%
Matched customer’s technical level, responded to cues about browser issues, and maintained engagement throughout.
X3 Met Overall experience conf 96%
Avoided unnecessary repetition, provided direct solution path, and minimized customer effort by giving exact URL and browser fix.
Call Transcript34 turns · 36 lines
Speaker 1
[Silence] Yes, hi. Uh, I have a Linksys MX8K 500 uh, mesh [Silence] router. And um, I'm trying to access it via the web.
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, please have your device's 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. for calling Linksys. This is Epi. How can I help you? Yes, sir.
00:00
Speaker 1
Face and I'm getting a secure connection failed message when I try to go to it. The uh, there, it will not let me. When I go to advanced, there's no option for that. I've tried a couple of different, you know, browsers. Um, I've tried Edge, I've tried, um, Firefox. Um, do, the app I have on my phone, it seems to work. I'm just worried that, you know, I might have been hacked or something with my my my, um, router or something. So, I did a factory reset on it. And I brought it right back. When I have it in the factory IP, the local IP address, um, 192.168.1.1, when I use that, the browser lets me in. And, um, [ silence ] [silence]
01:00
Speaker 2
Okay, did you try to go to Advance and proceed? Browsers. Hmm.
01:00
Speaker 1
I start reconfiguring the the router and I use a different subnet than one 192.168.1.1. I use 192.168.15.1. So I put that all in and it it goes it takes. But then thereafter I can't get back to the the screen anymore, the the the the web access like isn't there. I get the secure connection failed message all the time. It's very strange. I've had it running in yeah this mode for a long time. huh.
02:00
Speaker 2
OK. OK. All right. All right. Here's the thing, sir. We may need to have that checked. All right. Can I have first the model number? I mean, the serial number of your device?
02:00
Speaker 1
Yeah, I took a picture, and I'm just- [pause] here it is. Okay, uh, serial number. 43F10M34B07132. Correct, correct. At least a year. And I don't know if the firmware just recently- did you guys do an update recently or anything?
03:00
Speaker 2
Just try to look underneath it. [silence] Okay, that's 43 efficient Frank 10M for Mary 34 be the boy 0 7 132, correct? Okay. So sir, how long have you been using this device?
03:00
Speaker 1
Uh, um, I might. I might. I'd have to go look for it. It probably, it, it, it, it, yeah, it probably is. And it, it, this is just like, it seems like a software thing. I haven't paid attention.
04:00
Speaker 2
With this particular router, um, actually, uh, uh, I don't think it's one of the, uh, uh, listed routers, sir, that has the, uh, the latest, um, that, uh, had to roll out for firmware. So, um, okay. So you mentioned that you had it for a year. Do you still have the receipt? Okay. Yeah. The reason why we need to, uh, have the receipt, sir, in order for us to validate the warranty of your device, because it shows on the, uh, serial number that it's already out of warranty. Okay, so let me just create a record. Can I have your name?
04:00
Speaker 1
Well, and not paying much attention to the firmware, whether it just recently got updated or not. Because I've never had an issue logging in through the web page, either through the SmartyFi, you know, web page or through locally, HTTP right into it or MyRouter.local. Those always worked. And then suddenly, boom. It's like saying that, like, it's um, it's not supporting TLS 1.2 protocol for the web. So, you know, and then it doesn't let you go forward to, you know, get into the web browser. It's almost like I'm locked out of the web browser. Um, but it's strange that it, it works when it's, like I said, out of the, uh, box on 192.168.1.1. It works. But when, as soon as I change it to 192.168.15.1, it stops working, giving me access. And it actually just, it'll, it'll actually come up to either one of two screens. This connection failed, or it looks like it's logging in, but it's [silence] Well, I've tried both of those, and that's when I'm getting this secure connection failed message, and it won't let me go forward. Like, normally, like you said, you can say trust it anyway, risk it.
05:00
Speaker 2
Okay. Yes, the, so I actually had verified that. This MX for 8,500 is one of the models affected. It's one of the routers affected. is, uh, just to, uh, inform you that the link to the smart Wi-Fi services is already discontinued. Okay? That's the reason why you're having that issue. Yes. And for us to be able to access the, uh, the user interface of this router is, um, by going to myrouter.local or myrouter.info. You can also use, um, the IP address of the router to access it locally. So that's the....
06:00
Speaker 1
It won't. Yeah. It won't with my router.local or the, yeah. Sure. My name's Ted, T-E-D-D. Last name is Frehh. T-T-T-E. D-M-F-Y-Yahoo.com. So it's TedMF@yahoo.com. Because I mean, I'm using uh Xfinity. Yeah. The, the local Android phone application still works, but because of the limited amount of configuration.
07:00
Speaker 2
Yes. Yes. Yeah. We can give you. yeah, we can actually give you a a link for that one, sir. But, um, before we proceed, can I have your name, please? Let me just create a record. Uh, [silence]uh and your email address. [silence] Okay. [silence] And who is your internet provider? [silence] [silence] Xfinity, okay.
07:00
Speaker 1
and apps stuff in there, you know, I, um, yeah, it kind of limits me. So I'd rather have the web access. If you guys have some way in there, that would be great. three. And I did get them back online after I did the factory reset, so that's good. And it seemed to, even after, you can reset up your network, it retains the settings and then it reapplies them, it seemed like reapplied them for me. Okay.
08:00
Speaker 2
Yes. Yes. Okay. All right. I can actually give you, okay, um, by the way, how many notes you have in total? Three. Okay. [silence] Okay. Yes, I can give you this link, sir, okay, for you to be able to access the user interface again. So, that would be https
08:00
Speaker 1
Yeah. Up. Up. Up. Okay. Up. Up. All one word. Index. HTML or. index. dot. HTML.
09:00
Speaker 2
192.168.15.1 cuz you you've changed the uh router IP address to 15.1 right? Yeah. By default it's 1.1. Okay. So that's uh 192.168.15.1 UI. That's you for uni uniform I for I India. slash local slash dynamic slash index.html. Yes. Yeah. Let me repeat that sir. That's https. cookie.
09:00
Speaker 1
Okay, so it brings me to that secure connection failed message and it says advanced. I click on advanced and then it says, you know, wait, yup, and there's nothing to continue. There's no continuation. SSL era unsupported version. Correct. Because we're running, you just said HTTPS. Should I try it without this? Correct. Let me try it. Okay, yeah, it's taken me there. Now I'm in the sign in screen. Perfect. I put my password in
10:00
Speaker 2
go to https:/192.168.15.1/ui/local/dynamic/index.html. Yes. go to advanced. just proceed. Yes. still saying SSL error? Yes. Can you try HTTP? Yes, without the secure connection.
10:00
Speaker 1
It's that, oh, um, try, try. I think all that's doing is um, bring me right back to password. Screen again try she the password reset. Yeah password reset. Yep yep yep I've done this. V louder. V Lauder key submit okay. Create a new advent password and then can I put the same password back? Okay. Reset okay. Now um okay.
11:00
Speaker 2
Do you have the option to reset? Um, password? Yes, and then you can actually put the recovery key there, sir. Um, it's underneath the, the main node. Yes, of course.
11:00
Speaker 1
Again, sign in. And it brings me right back to the sign in screen again. Yeah. Maybe I should try a different password. No. It doesn't like, you know, I did the reset password. I changed it. Well, didn't really change it. I re-entered what I have for a current password. And it it took it and then it brings you back to the sign in screen. Okay. Okay. Let's try it. [silence]
12:00
Speaker 2
Sign in screen again. It did not take it. Maybe okay, maybe you need to create another one for the router password, a new one, yes. Yes.
12:00
Speaker 1
Well, they're one in the same. Comcast is the company. Xfinity is the service. Yeah, it just comes right back to the sign in screen and whatever I put. It doesn't like the password. It comes right back and just, like I entered the password and it comes back to sign in again. It doesn't give me any errors or anything like that. Sure. Um.
13:00
Speaker 2
My internet provider is Xfinity or it's Comcast? They don't like it. It doesn't like it. Then we try the Wi-Fi password underneath the router.
13:00
Speaker 1
I have that on the screen here let me try that [ silence ] invalid router password are you are you sure you're you're using the right password there might be a different password associated with your wi-fi so in yeah before it didn't give me that error when I type in the the password that I set but it just brings me right back to the the sign-in screen and now when I try the wi-fi password it gives me you know yes that's what I've
14:00
Speaker 2
I don't remember the password you used to router password that you had set up before.
14:00
Speaker 1
It had been typing in. It didn't work. It takes you back to takes you right back to the sign-in screen when I type it in. Um, yes. It's it's still there. Okay. Okay. Type in the recovery key. Submit. And now it wants to choose a password that is secure and easy to remember. Okay. Okay. Put in a new one. Hit reset. Comes back to the password screen. I'll type that back in again.
15:00
Speaker 2
And it didn't work. Do you still have the reset password option or you don't have that anymore? Can we try to reset it again? Yes. Let's uh try to put a new one.
15:00
Speaker 1
and I'll sign in. It spins as waiting and then brings you right back to the sign-in screen. No errors. Yeah. I can. I'm using Firefox. Do I have Google Cloud? Oh, Chrome, Chrome. I don't. I don't. I have Edge. Okay? Okay, and I'll type it in there.
16:00
Speaker 2
Same thing. Okay, can we click on the uh the are you using Microsoft Edge? You're using Firefox. Do you have Google Chrome? Google Chrome. Chrome. You have Edge. Uh, can we uh use Edge?
16:00
Speaker 1
oh, it took me in. it took me in. it is. okay. and it works. I am. No, you've been so helpful. I'm very, I'm very amazed actually. I work in the networking business. I'm a network engineer. and I just figured I'd get somebody that didn't know a lot of stuff and you're you're doing a great job. [silence]
17:00
Speaker 2
Okay, it's working on Microsoft Edge. Okay. Yes. Could be... Yeah, there... Um, sometimes there's a need for us to, like, clear the cache and other browser. So, it could be that, uh, problem with the, uh, Firefox. So, um, so, you did try on Microsoft Edge and that worked? Very good. So, you're able to log in? Yes. So, yes. Uh, Sir Chris, would there be anything else? Um, okay. Good to know. Thank you. Thank you, Sir Chris. Please just please visit our site support linksys calm so this is happy again from linksys thank you for calling have a great day take care Sir Chris thank you bye bye
17:00