V2 Rubric Detail — 3aec5868-7aff-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 19:00
Duration
33m 27s
Contact
No Name
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136420
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Trouble accessing the web UI
⚠ 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

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution5.00/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall60.8% (+24.8)

V2 Grader Summary

The agent achieved a successful resolution by guiding the customer to reset the admin password and disable the 5 GHz band. However, the agent provided materially incorrect technical information by directing the customer to an invalid IP address (192.168.100.1) and suggesting 'admin' as the default password, both of which contradict the authoritative KB. While the customer’s issue was resolved, the technical inaccuracies and lack of empathy prevent full marks in Technical Accuracy and Customer Experience.

V1 Case Analysis

Customer unable to access router admin page; reset admin password via recovery key and disabled 5 GHz Wi-Fi. Agent provided incorrect IP and default password, but customer succeeded independently. No model collected.

Troubleshooting Steps
  • Incorrectly directed customer to access 192.168.100.1 instead of 192.168.1.1.
  • Suggested default admin password "admin" without verification.
  • Guided customer through admin password reset using recovery key on router label.
  • Instructed customer to click 'CA' (likely meant license agreement) to access Wi-Fi settings, causing confusion.
  • Directed customer to disable 5 GHz Wi-Fi networks under Wi-Fi Settings.
Key Observations
  • Agent provided incorrect local IP address (192.168.100.1) at [17:00], which is not standard for Linksys routers.
  • Agent incorrectly suggested default password "admin" at [19:00], which is not applicable to EA series routers.
  • No router model number was collected despite serial number being provided at [15:00].
  • Agent gave confusing instruction to 'click CA' [26:00–27:00], which likely referred to the license agreement but was not clearly explained.
  • Customer independently succeeded in resetting password and disabling 5 GHz Wi-Fi after overcoming agent errors.
Positive Highlights
  • Eventually guided the customer to use the recovery key to reset the admin password.
  • Successfully assisted in disabling 5 GHz Wi-Fi networks after access was gained.
  • Maintained a polite and patient tone despite customer confusion.
Agent Errors / Gaps
  • Provided wrong router access URL (192.168.100.1) at [17:00].
  • Suggested default admin password "admin" without verification at [19:00], contrary to EA series defaults.
  • Failed to collect or confirm the router model number.
  • Gave unclear instruction to 'click CA' to access Wi-Fi settings, causing customer confusion [26:00–27:00].
  • Did not verify EA series default login behavior or correct IP address per KB.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer successfully reset admin password, disabled 5 GHz band, and confirmed resolution with 'I guess I'm done with you. Thank you.'
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through accessing router UI, resetting password, and adjusting Wi‑Fi settings—core troubleshooting steps directly addressing the issue.
R3 Met Correct resolution path conf 90%
Agent correctly pursued local router access and configuration changes rather than dismissing the issue or escalating unnecessarily, aligning with product capabilities.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptoms (login failure, 2.4 GHz access) but initially misdirected the customer to 192.168.100.1, indicating disorganized diagnostic flow.
T2 Not Met Appropriate tools / resources used conf 95%
Agent instructed customer to use 192.168.100.1, which is not a valid default IP for any Linksys model; correct addresses are 192.168.1.1 or myrouter.local per KB.
T3 Not Met No misinformation conf 90%
Agent provided materially incorrect information: 192.168.100.1 is not a valid Linksys IP, and the claim that the default admin password is 'admin' is not supported by the KB.
Communication
C1 Partially Met Clear & professional language conf 70%
Agent responded to inputs and maintained basic control but did not set expectations, frame the interaction, or manage transitions clearly.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language but introduced confusion with terms like 'CA' without explanation and failed to confirm understanding of key steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all actions, and did not transfer or avoid responsibility.
O2 Partially Met Proactive follow-through conf 60%
Agent gave real-time instructions but did not establish timelines or formal follow-up commitments.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer frustration, repeated login failures, or expressed empathy—communication remained transactional.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt to customer’s confused, fragmented speech; maintained a flat, unresponsive tone despite evident difficulty.
X3 Partially Met Overall experience conf 70%
Agent guided through resolution but introduced unnecessary effort by providing an invalid IP address, forcing reattempts.
Call Transcript39 turns · 42 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self- help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
It's going up. What was that? Under the warning. Is this on the strong warning? [silence] Is this on the strong warning for us? [mumble] work with problems. the world. which problem. but there's the police I don't care really is it is Hello. Say again. Okay. I'd like to go and find out. I'm having problems signing in to my account with you. I have my email address is B.G.L.L 33 at gmail.com. I have a M.X. Key.
07:00
Speaker 2
Hello, thank you for calling Lucid. This is Chair, how may I assist you with today?
14:00
Speaker 1
you want the cereal number? okay 38 LJ 10 m 56 15091 I when I, I'm on my computer and I went to the uh uh 192.168.1.1 and trying to uh change my router i i cannot set up my lights anymore for some reason i'm just getting five gigahertz rather than 2.4 uh and i need to know how i can get to 2.4 [silence]
15:00
Speaker 2
Yes, please. Got it. All right. And just to confirm, where do you want to sign in? So is it on the app or on the website?
15:00
Speaker 1
Well, they told me when I signed in, that I don't have account. So I had to stop there. [silence] Yes. [silence] I am connected, but uh that's as far as I can go. I try to give you my uh my serial number.
16:00
Speaker 2
I'll see. Right. So, sir, when you accessed the one nine two page, sir, what did you see, sir? What can you see on the page? Are you... right. And you're using your laptop, right or your computer? All right. And your computer is connected to the Linksys Wi-fi. Okay. Can you double check there if it's connected and try to access again the one nine two page? Silence
16:00
Speaker 1
I turned it upside down my router and uh get my password and it won't let me get there. Okay, how do I do it? Start all over and get out of my browser? Okay. And there I okay. What should I put in with the 192 in? 192.168. Wait. Screw that. Okay, 168. [silence]
17:00
Speaker 2
Understood. Let's try to access that using the router password. Let us go to a new page. We will open a browser and input 192.168.100.1.
17:00
Speaker 1
21 1.1 okay not secured in red over your left hand side just don't pay any attention to that. I don't, what are you referring to? my browser? I don't know. Google, I believe Google. Where is that at? it says access to the GELP, I'm on that page right now. a check put in. Please upload your transcript text
18:00
Speaker 2
all right entert enter yes all right um no we can buy bestseller alright I don't worry so are you using a Chrome or Safari um the browser sir is it a Google Chrome um just click um click advanced click on advanced are you on the warning page right yes
18:00
Speaker 1
It's asking for a router password. Yes. Okay. I'll put the password when I have. Okay, I put that in. I'm signing in now. And it stops. It says, router password. It went back to that and it did not sign in. No, oh, admin. Oh, I'm sorry.
19:00
Speaker 2
Is it asking for a password. an admin password. All right. kindly input admin all lowercase. All right. What password did you input? Did you input admin all lowercase? Yes.
19:00
Speaker 1
Okay. I got it sign in. Waiting. Okay, now it says router password. Admin again? It put me to the router password. Which I put it in. Right. It. Yes, there is. Okay, I got that. Okay. Yeah, just a minute. [silence]
20:00
Speaker 2
It doesn't go through? It routed you back to the router password. Okay. Is there an option for you there, sir, to reset the password? All right, kindly click that one. And it will ask for a recovery key. Input the recovery key, sir. It's under the main note. It's on the label.
20:00
Speaker 1
It is, yeah. And put that in now. Let me make sure I got that right. I got. Okay. Submit. Okay. It took me to a page now. It says admin password. A page that says create a new, yeah. Create new password. I do that now.
21:00
Speaker 2
... please. [silence] I see. [silence] All right. Mhm. All right. Yes. Can I create a new admin password or a router password?
21:00
Speaker 1
And it says, okay, I did that. The top line. What about the second line? Just reset that. It says, era. We encountered an unexpected error. Please visit 2298. I just used letters. I didn't put any numbers in. Am I supposed to put numbers? Okay, let me. Any special characters? Okay, let me try that.
22:00
Speaker 2
Uh-huh. How was the air, sir? This is a 98. All right, one moment here. Yes, it should consist of letters and numbers and special characters. Mm-hmm.
22:00
Speaker 1
Okay, let me try that. Okay, as says weight. Okay, now uh, it's got a bunch of stuff on here. And I don't know what I'm supposed to use. I'm supposed to go next. Router settings. Yeah, it says on there. Let me see what it says in the title. Your password is successfully reset. And I got network status, blah, blah, link set, home networking. And
23:00
Speaker 2
I see. So you are now on the dashboard. [silence]
23:00
Speaker 1
It tells me my Wi-Fi settings. I want to get 2.4. It's got 2.4 and 5.0. Can I just can I disable 5? Okay. It says mixed here's where on mixed uh How do I get out of the mix. That's that was my problem on the app. That says it had a checkmark for app for mix. And I have to have 2.4 in order to go and control my lighting and other stuff. [silence]
24:00
Speaker 2
Well, yes, you can disable that one, sir. Is there an option for you to disable that? I see. All right, before you press anything there, sir, kindly scroll down and find the CA word on the bottom. It's a small font on the bottom. [silence]
24:00
Speaker 1
Where's the modem? Okay, on this page here that I'm on, Go where? ##scratch## to what? ##scratch## I got here. I'll read it to you, router Settings Connecticut. To go back, you, down on Wi-Fi settings. No, we won't do now. You have to go on the right side. Okay, access is the last one. That's the only one I see. The only one I got is this, uh, the fingerprint agreement, fingerprint access. I don't have that. I don't see any of that. Am I supposed to on the bottom. Up at the top. Okay. Then an address. The, the agreement, you see license agreement. I see that.
25:00
Speaker 2
It's on the right, Spancer. Yes. Have you seen the end user license agreement? It's on the bottom. It's a small font or a small letters on the bottom. Yes. Can you see there? End license agreement, privacy statement, third party licenses. Can you
26:00
Speaker 1
Yeah, yeah I see that. Well, that's hard to see. I see. I see end user license agreement, privacy statement, third party license, and something about policy privacy probably.
27:00
Speaker 2
you see that one? can you see a C A on that uh world Sir? like a Charlie Alpha? and you tell me Sir. what can you see on that um area or what are the names or words? mm-hmm. what else? alright, no other um no other words only that four uh words
27:00
Speaker 1
at the end [silence] click it I'll do I just click that waiting okay, I see this now where I got my Wi-fi settings. That two point four is locked. And five is locked. And the other five is locked. So, is there a way of turning off these or what should I do? Yes [music].
28:00
Speaker 2
Yes, click that one. Click the CA. Yes, the CA. Go back to the Wi-Fi settings. Yes, you can go to the Wi-Fi settings, sir. On the left pane under the router settings, click the Wi-Fi settings, then you will see there, one moment here. A button like disable enable button. Then you can disable the five gig. Click that and then it will disable the five
28:00
Speaker 1
Where is the ableb? Shall I click on five? Yes. I see. Here it is. Network status, Wi-Fi settings priority. [silence]
29:00
Speaker 2
if you want and enable the 2.4 only. okay, one moment here. okay, one moment here sir. okay. Alright. So sir, you will see there on the upper part of the channel, there is on and off on that page, right? on and off button.
29:00
Speaker 1
device list, home networking, parental control, external storage and guess access, that's on, channel is off, unit, that's on the bottom again, okay what say that again what am I supposed to look for? Yes, Thank you.
30:00
Speaker 2
Okay. So how about on the right pane sir. I'm in left pane. Can you see there devices? Um on the bottom connectivity troubleshooting Wi-Fi settings security. Can you see it? I'm now it's on the left pane. Under the router settings can you see connectivity troubleshooting yes. Click the wi
30:00
Speaker 1
click on Wi-Fi settings got it. okay, I'm where I'm supposed to be I guess. So um I see 2.4, yeah, five. um so should I just turn off the five? um Okay. In order to get back in here, how am I going to do that? And uh apply, right? Okay. Disable also disable five or guests. uh Now, um your update in that. So I'm going to say yes
31:00
Speaker 2
five settings. Yes. All right, so you will see there are three networks, right? The 2.4 and the two five. Let's turn off five. Okay. Yes, you can turn off the five if you don't want to use the 5 GHz network. Mhm. All right, did you turn? Yes. Once you turn it off, click apply. Mhm.
31:00
Speaker 1
And I should be fly change. Okay. My device is hooked up. Leave this page on, right? Um, cool. This says waiting. Does it take a while to... Okay, I guess they're... Yeah, 2.4. Yeah, it doesn't say the rest of them, so... It's they're off. They're both off. I'll just keep that page on until I get stuff set up. Right? Okay, I guess I'm done with you. Thank you. Yeah. So, one other question. Why why don't they have me listed under my email address as having my router? [silence]
32:00
Speaker 2
Yeah. Yes, sir. All right. Thank you so much. Also, sir, and have a good one. Goodbye. For now, um, with this one, sir, since we don't have any,
32:00
Speaker 1
OK. OK. Thank you very much. You got there.
33:00
Speaker 2
No, they're on cloud anymore. So you cannot access of the router settings through your email and your password or only the router password. You can like in locally. All right. Thank you very much, sir. Have a good one.
33:00