V2 Rubric Detail — 3479b23e-6a59-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-17 14:31
Duration
19m 22s
Contact
John Drewett
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133738
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: rename wi-fi and password_WHW03

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution4.06/5
Technical2.50/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall81.0% (+15.1)

V2 Grader Summary

The agent successfully resolved the customer’s issue by guiding them through a password reset and SSID rename, with the customer confirming success. However, the agent used 192.168.1.1 instead of the correct myrouter.local for the WHW03 model, causing unnecessary browser warnings and extra steps. While the outcome was positive, technical accuracy and tool use were suboptimal per KB guidance, reducing efficiency and increasing customer effort.

V1 Case Analysis

Customer unable to access router admin due to forgotten password and browser security warning. Agent guided password reset via recovery key and renamed Wi-Fi SSID/password. Customer confirmed changes worked.

Troubleshooting Steps
  • Instructed customer to open browser and navigate to http://192.168.1.1 (correct for WHW03 per KB).
  • Guided customer through bypassing browser security warning (instructions were technically inaccurate).
  • Initiated admin password reset using 'Forgot password' flow (did not explicitly confirm 5-digit recovery key).
  • Accessed router dashboard and navigated to Wi-Fi settings.
  • Changed SSID and password for both 2.4 GHz and 5 GHz bands.
Key Observations
  • Agent used correct URL (http://192.168.1.1) for WHW03 model (per KB).
  • Agent did not explicitly confirm the 5-digit recovery key before password reset, violating protocol.
  • Agent provided technically inaccurate guidance for bypassing Chrome's security warning (should have directed to 'Advanced' > 'Proceed to 192.168.1.1 (unsafe)').
  • Call contained filler language and silences, reducing efficiency.
  • Customer confirmed resolution, indicating effective outcome despite process flaws.
Positive Highlights
  • Correctly identified and used http://192.168.1.1 for WHW03 model access (per KB).
  • Successfully guided customer through 'Forgot password' recovery flow to reset admin credentials.
  • Navigated customer to Wi-Fi settings and completed SSID/password change as requested.
  • Maintained a polite and patient tone throughout the call.
  • Confirmed with customer that the new Wi-Fi name appeared and printer reconnected.
Agent Errors / Gaps
  • Provided incorrect guidance on bypassing Chrome's 'Your connection is not private' warning. Correct path is 'Advanced' > 'Proceed to 192.168.1.1 (unsafe)', not 'Continue unsafe'.
  • Did not explicitly request or confirm the 5-digit recovery key from the router label before initiating password reset, risking failed recovery.
  • Repeated unclear prompts and filler language causing confusion and inefficiency.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution with 'Your centre is working. No, that’s great. Thank you very much.' and expresses satisfaction.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent guided customer through password reset and login but did not verify the router model (WHW03) uses myrouter.local, not 192.168.1.1 as primary; relied on workaround instead of correct URL per KB.
R3 Met Correct resolution path conf 95%
Agent correctly used the five-digit recovery key method to reset the admin password without factory resetting, preserving settings and following best practice for locked accounts.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom (can't log in) and asked about browser, but failed to confirm device model early; serial number check came late and wasn't used to tailor access method (WHW03 should use myrouter.local).
T2 Partially Met Appropriate tools / resources used conf 92%
Agent used web interface appropriately but directed customer to 192.168.1.1 instead of myrouter.local for WHW03; missed optimal tool per KB, leading to browser warnings and extra steps.
T3 Partially Met No misinformation conf 91%
Instructions were mostly accurate but agent recommended 192.168.1.1 as default for WHW03, which contradicts KB stating myrouter.local is standard; caused unnecessary SSL warning and confusion.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, guided step-by-step, managed transitions, and kept the call on track despite technical hurdles.
C2 Met Confirmed understanding conf 94%
Agent used simple language, confirmed understanding, adapted to customer’s pace, and repeated instructions clearly.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and followed through until customer confirmed success.
O2 Met Proactive follow-through conf 93%
Agent provided clear next steps (reset password, log in, rename Wi-Fi), and issue was resolved with no pending actions.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was required for this issue.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained polite, thanked customer, offered further help, and closed professionally.
X2 Met Tone & rapport conf 94%
Agent matched customer’s communication style, checked in regularly, and adjusted pacing as needed.
X3 Partially Met Overall experience conf 92%
Customer faced avoidable friction due to incorrect URL (192.168.1.1) causing browser warnings; could have been avoided by using myrouter.local per KB for WHW03.
Call Transcript31 turns · 35 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
Oh, hello, good afternoon. I've had some help just now to get my mesh and mesh system up and running and the main problem we've got now is trying to rename the mesh system because at the moment it's a set up 888 and I want to change it to what it was before because my equipment is not recognizing a set up 888. Yeah, it was cool. Yes, it was called Angles Mesh and it's not that at the moment. So my printers not.
01:00
Speaker 2
Hi. I thank you for calling linksys tech technical support. This is Rio. How can I assist you for today? Got it. All right. Thank you so much for the information. So, uh just to double check, you wanted to rename your wi-fi name and the wi-fi password. Is that correct? Mm-mm. Okay.
01:00
Speaker 1
. recognizing it. Can you look it up from previous or not try. if I can find it. I suppose it's on it'll be on any of the um nodes or just one of the nodes? Yes. Oh, good. Can so this. Yes. Yes. I I've got it. I've got the laptop here. Yes. Yes. Yes. Yes. Yes.
02:00
Speaker 2
Okay, alright that's not a problem, sir. Can you confirm to me, sir, what's the serial number for your links on this device, please? Um hold on. Let me check if I have a Am I speaking with Jon Dreebitt? Okay, got it. Yeah, I have it here, sir. Hold on. Bear with me. H W 03. Okay. Uh do you happen to have a computer, sir, or a laptop that we can use to log in to the links is web interface, or do you have a links is app? Okay, perfect. You are already connected to the links is bell up Wi-Fi, correct? Okay. Alright.
02:00
Speaker 1
one nine two 1611 okay uh let's see why I'm getting a warning when I try to access my wireless settings in a browser um I've got um Google Chrome advanced Mozilla advanced Microsoft Edge uh how can I by parts is warning when you continue you'll get a warning message I think uh just press yeah
03:00
Speaker 2
Now, sir, can you try to open a web browser and after that, kindly put in the web browser the current IP address, that's 192.168 dot 1.1. Okay. Do you have an option there, like, to bypass, continue, or click advanced? You can just click continue or log in and save.
03:00
Speaker 1
Yeah, sorry. Maybe I should use Chrome. Hold on. [silence] 192, 168.1. [silence] right. [silence] Your connection is not private. How come bad. [silence] When you continue, we'll show you this from phone these instructions. Continue, yep. [silence] Continue. Your connection, uh, your connection is not private. Attackers might be trying to steal your information.
04:00
Speaker 2
Okay. If you were already done with bypassing the error in the system, it will route you to the Lynch's website. You can just press their continue. And then what does it shows now? Continue. Advanced. [silence]
04:00
Speaker 1
turn on enhanced protection, turn on enhanced protection to get Chrome's highest level security. And get more protection. And why is it telling me that? Sorry that's not working because I'm getting no safe browsing and options to increase the protection. Chrome. Yes. At the moment it says hide. Return to safety. Proceed sorry. Hold on. I've got it. I might have it. Now proceed. Yeah. Proceed. Okay so I've got that.
05:00
Speaker 2
Continue unsafe. What browser are you currently using, sir? Okay. Okay for the Google Chrome, uh you will have an option there advanced. Do you see advanced? Yes. So if you proceed unsafe.
05:00
Speaker 1
So it says um download the Lindsay app for a setup uh it's also best with the Inga wise yeah I've got that it's coming through now okay access router I've got the right password
06:00
Speaker 2
There you have an option there that a picture that you can click twice, so that it will route you to Linqs's website and. One click the picture, sir. twice. Okay, you can put the router password. Sir, if you forgot the router password, you can just reset the router password and create a new one.
06:00
Speaker 1
So I'm having trouble getting in to my router. Incorrect password, which is not very helpful.
07:00
Speaker 2
Like, what does it show there? You can just reset the password there.
07:00
Speaker 1
OK.
08:00
Speaker 2
because if you've put the password and got it wrong multiple times, we might be locked out, and we cannot do anything after that. [silence] router password, sir, it will ask you to put the recovery key.
08:00
Speaker 1
Okay, I can't wait for the Recovery from your, from any of your notes to know Thop. No, I can't wait for the moment. 3, 2, 3. Oops. password that's secure and easy to remember. okay pass we can't use the same character twice in a row oh sorry um Okay. Unexpected error. So the access code is the new one or the oval just reset? I'll just say the reset one. It'll be a reset one. [silence] Oh. [silence] Yeah. [silence] Okay. [silence]
09:00
Speaker 2
Router passwords are what you're gonna create right now. So that's your login credentials to the Linksys. So you might try to refresh first and then reset it again, because what you have uh created a password is not yet saved.
13:00
Speaker 1
Okay, your new password is successfully reset and I've got all the setup things. So I've got the Wi-Fi settings for Belops setup 888. Yes.
14:00
Speaker 2
Okay, are you all ready in the dashboard? Correct? Okay. So in the left border, sir, there are icons. Try to click there.
14:00
Speaker 1
Wi-Fi settings. Yeah. Yeah, I've got that, which is what I've got it [silence] So rename the Wi-Fi. Yeah. Okay, and then just put apply. Yeah. Yeah, the Wi-Fi name and the Wi-Fi password.
15:00
Speaker 2
Okay settings okay and then you will see there the Wi-Fi names all right you can try you can try to rename both there so that the same Wi-Fi and Wi-Fi password yes rename the Wi-Fi and then the password that you have before so automatically all of your devices will be connected to the Wi-Fi directly halt on did you rename both of the Wi-Fi name there okay as you do have what two Wi-Fi name showing there correct that's two point four and five
15:00
Speaker 1
I've only got one that was showing there. It says security mode, WPA2, personal. Oh, it does say show more. Yeah. Okay. So, have we got to do the same with that one? Yeah. What does it say? Okay, and John's mesh form 60. All right. Yeah, it's not...
16:00
Speaker 2
[silence]
16:00
Speaker 1
Right yes, okay, and I'm just making note so I don't lose it. Okay, apply. Thanks so use that, is I'm saying, yes. Okay. Okay, you're updating your Wi-Fi settings. Change your Wi-Fi settings now by selecting the D su link to move to simply read like which I say your new wireless given below. You may want to fight the new before continuing. Yes. Okay.
17:00
Speaker 2
Change to change the router settings you can try to save screenshots of the one you
17:00
Speaker 1
It's not that complicated, really is it? which shouldn't be. Um, I can check. Um, it's still spinning at the moment. So is it worth checking now, or or just wait? Good thing. Yeah, it seems to be working. Um, certainly. My printer showing. And
18:00
Speaker 2
[silence] [silence] so what does it shows now in your laptop? Sir, did it kicks you out? Okay. Uh yeah, you can try to check sir in your Wi-Fi settings if the renamed Wi-Fi is showing. Okay.
18:00
Speaker 1
Your centre is working. No, that's great. Thank you very much. You've been very helpful. Have a nice break. Thank you. Buh-bye.
19:00
Speaker 2
All right, that's good to hear. Um, it could be, because you have an internet. So, yes sir, any anything else I can assist you apart from this? Okay. You're welcome, sir. You have a nice day ahead, okay? Bye-bye for now. Bye-bye [silence]
19:00