V2 Rubric Detail — 3df98bb4-7688-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 02:38
Duration
29m 19s
Contact
Tim Russo
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135736
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wireless Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.86/5
Overall62.0% (-6.0)

V2 Grader Summary

The customer confirmed full resolution by accessing doubledot.com and reconnecting devices. However, the agent provided materially inaccurate information about the default admin password, contradicting KB guidance for SPNM/LN series. Troubleshooting lacked structure and did not use available tools like cache clearing, reducing customer effort. No auto-zero is warranted as no critical compliance failure occurred.

V1 Case Analysis

Assisted customer in accessing router admin via myrouter.local, bypassed security warning, logged in with default password 'admin', updated Wi-Fi SSID and password, and confirmed device connectivity. Minor confusion on SSID naming and a split tunneling question was not addressed.

Troubleshooting Steps
  • Directed customer to use alternate device (wife's laptop) to access router.
  • Guided customer to connect laptop to router's Wi-Fi network using credentials from parent node label.
  • Instructed to open Chrome and navigate to http://myrouter.local.
  • Guided through bypassing browser security warning by selecting 'Advanced' > 'Proceed to myrouter.local (unsafe)'.
  • Confirmed default admin password is 'admin' and assisted in logging in.
  • Navigated to Wi-Fi settings, verified current SSID and password, and confirmed changes.
  • Directed customer to reconnect devices to updated Wi-Fi network.
  • Confirmed internet access on laptop and other devices.
Key Observations
  • Agent correctly identified and used http://myrouter.local as the access URL.
  • Successfully guided customer through bypassing browser security warning, a common pain point.
  • Correctly recalled and used the default admin password 'admin' for login.
  • Call was inefficient due to switching between iPad, wife's phone, and laptop, with long pauses and confusion.
  • Split tunneling question at end was acknowledged but not answered, leaving a minor unresolved item.
Positive Highlights
  • Persisted through multiple device and connectivity challenges to achieve access (transcript [00:00]-[07:00]).
  • Correctly instructed the customer to bypass the browser security warning by proceeding to the unsafe site (transcript [10:00]-[11:00]).
  • Accurately recalled and used the default admin password 'admin' for login (transcript [11:00]).
  • Successfully guided the customer to update Wi-Fi settings and reconnect devices (transcript [13:00]-[22:00]).
  • Confirmed resolution by having the customer test internet access on multiple devices (transcript [22:00]-[28:00]).
Agent Errors / Gaps
  • Did not verify the admin password before proceeding; assumed 'admin' without confirming it matched the label (transcript [11:00]).
  • Instructed customer to use a computer without first confirming internet or Wi-Fi capability, leading to unnecessary delays (transcript [03:00]-[05:00]).
  • Provided vague instruction to 'go to Advanced' without specifying it was part of the security warning dialog, causing confusion (transcript [08:00]).
  • Did not confirm the router model, though myrouter.local and default password 'admin' suggest an older EA or MR series (not SPNM6x which uses myrouter.info and different defaults).
  • Failed to address customer's final question about split tunneling settings in their VPN app, missing an opportunity to close fully (transcript [25:00]-[27:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed connection, accessed doubledot.com, and stated 'we're good' and 'awesome', indicating full resolution of router access and Wi-Fi reconnection.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer to bypass browser warning and access myrouter.local but did not verify initial conditions (Wi-Fi connection, correct device) or suggest cache clearing per universal_web_browser_setup.md.
R3 Met Correct resolution path conf 95%
Issue was local router-admin access with browser warning; agent provided appropriate self-help path via browser instead of escalating or dismissing, aligning with KB guidance for configuration issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom ('connection is not private' warning) but asked no diagnostic questions (device type, browser, network) to isolate root cause; troubleshooting was reactive, not logical or sequenced.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent relied solely on verbal guidance without using available tools: no suggestion to clear browser cache (per universal_web_browser_setup.md), no remote session offered, and no use of alternative URLs like myrouter.info despite possible model ambiguity.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated: 'by default it's admin, A-D-M-I-N' — contradicted by universal_web_browser_setup.md, which states that for LN series and others, the default admin password is the WiFi password on the product label. This is a material inaccuracy regarding authentication.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempted to guide the interaction but lost control during prolonged silences, repeated unclear prompts ('do you see advanced?'), and failed to set expectations or transitions — call flow was disjointed.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but failed to confirm understanding (e.g., after explaining how to bypass warning), and did not adapt when customer struggled with steps — continued with same phrasing despite confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and took full responsibility for guiding the customer through setup, including coordinating with a second household member.
O2 Partially Met Proactive follow-through conf 80%
Agent gave immediate next steps (reconnect devices, refresh Wi-Fi), but did not specify timelines or follow-up commitments — no callback offered or case closure confirmed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be the first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy ('I'm sorry if this is taking some time'), remained patient through interruptions and technical confusion, and closed politely — maintained professionalism throughout.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a calm tone but did not adjust pace or method despite customer’s repeated confusion and family interruptions; instructions were repeated verbatim rather than rephrased.
X3 Not Met Overall experience conf 90%
Customer had to manually type URLs, toggle Wi-Fi multiple times, and involve another device/user; agent could have reduced effort by suggesting cache clearing, using myrouter.local consistently, or offering remote tools.
Call Transcript52 turns · 55 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, good evening. This is Epi from Linksys. I'm calling for Tim Russo. Yes, hi there. Yes, I don't know what happened. Um, yeah, I think there was a problem with our yeah, there's a problem with our phone. Uh, you're I'm unable to hear you. So, alright, the uh the call gets static. Good thing I do have your number here. Okay, so, search him. No worries. Okay. Alright, so, yeah. Um, where are we? Yeah, uh, on your iPad. Mhm. Yes.
00:00
Speaker 2
Hi, happy. Yup. This is Tim. I guess we got disconnected. That was weird. Okay. Thank you. Thank you for calling me back. So, Yep. On my iPad, I typed in my router.local and it, when I click on it, it won't let me do the advanced.
00:00
Speaker 1
Mhm. That's alright. Uh do you have continue option or? or proceed? Mhm. That's okay. It's alright sir, Tim. It's just the router settings. So, Do you see, can, can you continue? Do you have the option to continue, or click on the link? proceed to?
01:00
Speaker 2
But it does let me, if I click the reload button, it says that this website is not private and it might steal my information. Whoops. Now, oh, whoops, continue. There we go. There, continue. Oh, this connection is not private. The website may be impersonating my router.local to steal your personal and financial information. But it won't let me, oh, I can push show details or go back. No. I don't know. Oh, there is a link here to learn more. You can view the certificate if you understand the risks involved.
01:00
Speaker 1
No, no, no. You don't have any other... Okay. Uh do you see the the three dots on top? Can we tap on the three dots? And do you have that option view uh view as desktop mode? Do you see that option there? Yeah, but um on on your top right, on the top right corner, do you see the three dots, sir? I think it's just right...
02:00
Speaker 2
Involves, you can visit the website, so that's what I want to do then. Visit the website. No. No. Let me, yeah, um, no. No, I don't. It just says, my page says Linksys, why am I getting a warning when I try to access my router setting in a browser? Uh, here's an example. It says English and it says United States.
02:00
Speaker 1
Yes, yes, that's right. You're not seeing that there. It doesn't have that. Okay. Tim, uh Sir Tim, do you have any computer available instead? Can we use the computer? Uh this is just for the meantime, yes. Just for us to personalize the setting.
03:00
Speaker 2
I'm trying to, get it to go up there's nothing now there is nothing there if I click oh yeah I want English because I'm it's going to change um no I don't have the dots I know what you mean like for a menu or something yeah it's weird it doesn't have that no no no Holly um I could use my wife's phone um okay we could because I'll have no internet so our computer won't work but I could use my wife's phone um Holly um thank you you want to do this for me uh type in.
03:00
Speaker 1
Is that a phone or a computer? Oh, it's all right. It's all right, but um, but is she has a computer? Yes. We can use that for the meantime. [silence] Yes. Hi Miss Holly. Yeah, uh, can we... Yes. Do you have a laptop, ma'am or that is a desktop computer? It's a laptop. Okay. Can we look for the Wi-Fi or the wireless icon at the bottom right hand? Uh, is your computer running on the Windows operating system?
04:00
Speaker 2
Let's see. Go to your, uh, should I have her go to, it's, it's a, it's a phone? Does your, is your computer working? Do you have internet? No, I do not. Oh, yeah. Yeah, there's no internet on the computer. Does she have a computer? Oh, she does have a computer. Yes. Okay. My wife, her name is Holly. She is right here. Hello. Yes. It's a laptop. It's not there. Well, I mean, it wasn't. I'm looking at it- it might be now. Nope. It usually pops up. [silence]
04:00
Speaker 1
you, don't see the Wi-Fi icon. Yes. Yes, you need to connect to the build setup. What was that name again Sir Tim, underneath the parent node? Yes. So select that name and put in the password, which is also underneath the parent node. Sure. Uh we're good. Thank you for asking. And I'm sorry if this is taking some time. Yes. Yes, it's underneath the router. The, yeah, the thing is kinda small, so you might be having a hard time. Sorry. Ow. No worries, sir. Okay, we're connected now. Can you please open Google Chrome google Chrome? Do you have Google Chrome on that computer? Yeah, it's the red and yellow. Okay. So, on the address bar ma'am, right at the very top. Where you
05:00
Speaker 2
[HUMAN_REVIEW] JN. N as in Nancy. Yes. Connected. Secured. Okay. And then I do. Awesome. Wait. Okay. This one's the chrome, right? No, the blue I always forget what's on the chrome one. No idea. Is it the red and yellow or the blue and green? I have both. That's what I thought. I was pretty sure I was right on the first try. Okay. Got it? It's open. Mm-hmm. [silence]
07:00
Speaker 1
Usually type in the the the web site okay just type in http colon slash slash my router dot local alright, now do you see advanced Sir.
08:00
Speaker 2
Uh-huh. Uh-huh. My router. Now we gotta go do our own stuff. Hold on. We're going to try and get it back into the same. No. See if it'll work. Okay, we're there. Oh, uh open. Let's see. Sorry. I don't want to be there. Oh, it didn't bring up the.
08:00
Speaker 1
No, no, no. Not that one. Did you get search results or what do you have on your screen? It should be my router. dot local. http colon slash slash. uh that's all right. Just go to advanced. Do you see advanced option?
09:00
Speaker 2
Is that, oh, you typed it in here, or? It came up there. I typed, and I typed it in up there. Oh, you did. Yeah. That's weird. Is that, is that the link sys.com because I don't have a. Hold on. Hold on. I'm gonna try to. I know. It's like, this is isn't working. Yes. My okay. http://myrouter.local, which it was just local the first time. Right. That's what I have. And it says it's not, and it says it's not secure, why am I getting a warning when I try to access. That's okay. Oh, yours. Okay. Well, can you click on it? No. Um, Good. You're getting, well, same thing.
09:00
Speaker 1
Do you have continue option? [silence] Yeah. Just go uh if if you see advanced or continue just click on that. [silence] Okay it's okay because that uh we're accessing a not secure website. So uh just continue anyway do you see an option continue? [silence]
10:00
Speaker 2
On my off you see. Yeah, go, go down to continue, keep going. all the way down, right there. Continue. Your connection is not private. Oh, here we go. Now it kicked me into Norton. Okay. And then your connection is not private. The tackars may be trying to steal your stuff. This server could not prove that it is my router dot local. Its security certificate is not trusted by your computer's operating system. This may be caused by a misconfiguration or an attack or intercepting your connection. I don't. No. Say one.
10:00
Speaker 1
try to scroll down. That's it. Yes. Uh huh. Yes. Click on that. Okay, so do you see two phones. Images of two phones. Okay, click on it, ma'am. Click on the, uh, click on the image. Okay, and did you get something? Access router. Okay. By default, yeah, by default, it's admin, A-D-M-I-N. Try that, please. Check if it's going to work.
11:00
Speaker 2
Oh, Proceed to my, oh, it says, it says proceed to myrouter dot local unsafe. Okay, cool. Okay. now it says download the Linksys app for setup yes okay all right Mm-hmm. Access router. I got access router password. Yes. Hmm. I'm sorry. okay oh we've updated our password to new
11:00
Speaker 1
Yes, you need to create yeah, you need to create a new one, that's for the router password. Yeah, you may type that in you may use the same old password. Okay, or sign in, do you see sign in? Do you have sign in option or reset? [silence]
12:00
Speaker 2
Okay. I wonder if I had that. I have my old one. Let me see here. Oh, all right. Oh, I do. There's my router password. Cool. Okay. Bye, sweetie. Bye-bye. Give me just a sec. Yeah, can you give us a few minutes, okay? Our grandson just came in. JustLOSED. Okay. All right. Okay. Checked on the box. Do you need a hint? I don't know. No. Okay. No. And then reset. Should we hit reset? It says [pause]
12:00
Speaker 1
Okay, just click on it. Okay, great. Okay, so you have that open, right? Okay, very good. So now do you see Wi-Fi settings? Kindly go to Wi-Fi settings now. Okay. Yes, so did you find that, Wi-Fi settings below router settings? Okay, so that is where you [silence]
13:00
Speaker 2
reset. So, you want me to hit that, right? My hands are cold. Okay. Smart Wi-Fi tools. Device list, guest access, parental control. Oh, develop. Okay. Develop setup? Yep. We good. Okay, I'm opening it. Oh, and it has a password, too. Yes, password. Oh, I thought I put them in. I clicked in, and it says password, and it's got the one ECG. Yep. So, do I click it again? Oh, okay. There we go. Okay. there. okay. so, >> excuse me. i was not. yes. so can we change the name of it?
13:00
Speaker 1
You usch an old yes, that's correct.
14:00
Speaker 2
Okay. And make sure you got it exactly perfect. Yep. Hold on. Let me see. I can do the password. I don't think it was all one. If we didn't name the Wi-Fi name quite right, is that okay? Does it have to be like the exact same cap locks and or caps and everything? Oh boy. Give me one sec. [silence] Um, [silence] I don't know if there's a space. [silence] I can do the password. [silence] I think it was all one. [silence] If we didn't name the Wi-Fi name quite right, is that okay? Does it have to be like the exact same cap locks and or caps and everything? [silence] Oh boy. Give me one sec. Oh, my iPad. One of it. Oh, it doesn't start. I. Um, sure. Oh, shoot. Yeah, let c. Oh, shoot. Let's see here. Do you remember the exact way when we looked back to the internet, what it was aimed? It was far right outside, right? Darn. I did it. So it won't. I'm sorry.
14:00
Speaker 1
Yes. Just make sure that you typed exactly the same name and password.
16:00
Speaker 2
Now, we're just trying to make sure we get it. We know what it is. Right. Right. You guys changed it from the Wi-Fi router? Yeah, it got, it got messed up, so we're trying to get it reconnected. You have to change it to Wi-Fi router or just change it. You know what I mean? Yes, we made up our own. Uh huh. My Weebee. I think that's all I put was capital M My Weebee. But would it be Wi-Fi? No. No. I feel like, I feel like a lot, but I could be wrong. Oh, Christ. You think it's still long. Ugh.
16:00
Speaker 1
[silence]
17:00
Speaker 2
No, it wasn't all caps. That much I know for a while. I don't think it was either. It's anything but the M and the W. What else do I got? Tenants. What are you talking about? Finding it is just so. Yeah, I just want to see what I have to do. I don't think it would be lower case like that. I don't think it was. No, I think it's just right. Okay. Do it that way. There we go. If not, we get to go through and change everything, okay, or apply. Okay. Zoom. We just want to take a picture of this. [silence]
17:00
Speaker 1
Yes. [silence] Yes, correct. Mhm. Yes. [silence] Yes, the laptop. Yes, sir. Since we changed the Wi-Fi settings, so we need to reconnect to the network. Yeah, we will, we will try, we will check if this laptop will automatically connect to the network since you mentioned that your, you were using the, the same old network, the one that you had set up before. So, yeah, we will try.
18:00
Speaker 2
We did it because it says router not found. Okay. Because it just says retry is all it says. Okay. Oh, oh, I'm sorry. I'm sorry. You mean the actual? Okay. I'm thinking of that. Sorry. Yes. It's still there, a Setup. Yes. Oh, put is there or is it? Oh, but then there's My Wi-Fi. But now we have a My Wi-Fi. There you go. But we shouldn't have both of them. Yes. Okay, what where what it says should be I it says router not found and oh, oh, I'm sorry. I'm sorry. You mean the actual okay, I'm thinking of that. Sorry. Yes, it's still there a Zeta set up. Yes. Oh, put is there a new one or is it? Oh, but then there's My Wi-Fi. But now we have a My Wi-Fi. There you go. But we shouldn't have both of them. Yes.
19:00
Speaker 1
Actually, those the, yeah, just, just try to refresh it. Um, do you have the option to refresh it? Um, the, uh, the wireless on your computer, yes. Do you have the option to turn it off and turn it back on? Mhm. Yes, yes, let's try that. Mhm. Yes, connect to your network first. Select, select your network first, ma'am. Um, are you already connected to it or does it have a check mark? Mhm. [silence]
20:00
Speaker 2
okay. refresh my, like, my computer or? the wi-fi. okay. I mean, I can turn it off. I can turn it off and back off. I mean, the wi-fi on and off. okay, so. oh, my wi-fi pulled up first. and the other one seems to have gone away, so should I try again? say, will you try? huh? um, it looks like I am. oh no, I gotta connect. I'm sorry. and so, I gotta enter the password.
20:00
Speaker 1
Yeah, so it seems that it's not the, uh, the same network that you had set up before. I guess it asked you to reconnect. yes. if it's the same thing, sir, then it will, uh, automatically connect to it. uh, okay, so your laptop is now connected, right?
21:00
Speaker 2
Well, we are connected, I'm back to the Wi-Fi settings page, but I just want to see one thing. Oh, no, it wasn't just me.
21:00
Speaker 1
Okay, try to go online first. Yes. So try to open a new window and uh open um a new page like uh any website cn.com. Okay, good. So now sir, uh can we check the uh child nodes if they're still solid blue? Taunt. check your wireless devices as well if they're connected to the network. I think you um I think you need to reconnect your wireless devices back to the network
22:00
Speaker 2
Um, yep. It's connected and I'm through. Okay. Yep, hold up. Oh. Yes, I'll go check. I'll be right back. Here, do you want to take that? Oh, I could. Uh, might go on. And those two nodes, all the nodes are good.
22:00
Speaker 1
since uh, you set up a new network now. Yeah, all you have to do is to look for the network name and put in the password. Yes, sir. Epi. You're. You're welcome.
23:00
Speaker 2
to your phone works. Your Wi-Fi? Um. Yeah, you can automatically. Okay. I think we're fine honestly because I went to, uh uh. What was your name again? She was at epi. Huh epi, thank you. Gosh, this is, I think, uh, so if, if something's not working, let me go see about my thermostats. Oh, Wi-Fi signal lost. [silence]
23:00
Speaker 1
Yes, you may try going into the settings of your Thermostats and reconnect yes it should detect your network name.
24:00
Speaker 2
Oh, I did. I lost it not connected to a router. I think it did change it. So it says change network? Yeah. Okay. It's searching now. Could it call Justin? Nope, because it wouldn't pull up. Yeah. My phone allowed internet was. Oh, there it is. My Wi-Fi. Okay. So Holly can go ahead and exit with her computer. Like the E.P. She can close.
24:00
Speaker 1
yes. yes. She can use your computer now. Mm-hmm. Cause everything is set up. So she can now close that uh router setting. Yes. Yes. All you have to do is just put the new password or input the password. Okay. You're very welcome Sir Pam. I appreciate your time and your patience. Mm-hmm. Oh sure. Is that on your computer? DoTranscribe this audio from the
25:00
Speaker 2
Yeah. Yeah. Okay. Okay. And so I found on here my Wi-Fi. Connect. Enter the password. OK. And so that's all we'll have to do on everything now to go through and connected. So I think we're good. Yeah. OK. OK. Oh, you've been a big help. Thank you very much. Oops. Hold on here. My wife has a question. Would this have something to do with. Because I went to put my vpn back on and it says turn off vpn to adjust split tunneling settings. Please remember to turn secure vpn back on when you're done. I have never seen split tunneling settings. I don't know what that is.
25:00
Speaker 1
Do you have VPN enabled on your computer? Oh, I see. Well, yeah, you can turn it on. Is there any... flip tunneling settings on VPN? Okay. Maybe that has something to do with the... Is that, um... Who set up the the VPN, by the way? Is that your, uh, is it your work, um, IT people?
26:00
Speaker 2
[KEEP_UNCERTAIN] it was off, so it's on now. But when I tried to, or when I did it though, it says, turn off VPN to adjust split tunneling settings. And I don't know what split tunneling settings is. And it looks like it has something, I don't know. I've never seen that before. Hmm. There's a whole new. oh. My what? [silence]
26:00
Speaker 1
[KEEP_UNCERTAIN] I didn't know that was me talking.
27:00
Speaker 2
I'm sorry, one moment there. No, no. But actually, this is a different screen and I've never done that before. I don't know why it went to that one. So, never mind. I turned it. Yeah, I turned the tunneling thing off. ice and what? Oh, wait a minute. Now, if you are not connected to your router again, what? Link the my router local. Okay. Okay. Oh, okay. Okay. Okay. Okay.
27:00
Speaker 1
[silence] But the computer is still connected, right? That you're still online using the laptop? Okay. Okay. Okay. Okay. Yeah. As long as the the internet still works then it should be fine. So, yes with their okay, that's very good. Good to know, sir. Okay. All right then. You're very welcome. You did a great job, sir Tim. So thank you so much for your time guys. Have a great night. You take care. Bye bye.
28:00
Speaker 2
What is that? I don't want you. I've got an insecure network on my forget this network. I don't know what that was. Yeah. That was weird. Okay, I think I'm fine. I'm on my Wi-Fi. Okay. Hi. It says it's still connected and I will look up doubledot.com. And doubledot.com came up. We're good. And I got myself it's back connected. Awesome. Thank you very much. Thank you. Have a great day. Oh thank you. Have a great day. [silence]
28:00
Speaker 1
bye you
29:00
Speaker 2
and thank you bye bye bye bye
29:00