V2 Rubric Detail — 578510da-7629-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 15:18
Duration
34m 7s
Contact
Charles Smith
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135651
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Can't log in to linksys app

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall69.8% (+21.8)

V2 Grader Summary

The agent successfully utilized the recovery key and web interface to reset the admin password, following the correct technical path. However, the agent provided a materially incorrect technical claim regarding password character restrictions, and the customer's final success with the app was never confirmed. The call lacked clear framing and proactive empathy, resulting in a partial resolution.

V1 Case Analysis

Customer unable to reset admin password via web UI on SPNM-series router; received error 2298. Agent guided to myrouter.local and recovery key but did not follow proper Forgot Password flow. Issue unresolved; no model confirmed.

Troubleshooting Steps
  • Directed customer to access http://myrouter.local and bypass browser security warning.
  • Guided customer to locate recovery key on router and attempt admin password reset.
  • Suggested trying a different password after error 2298 occurred.
Key Observations
  • Agent used the correct local access URL (myrouter.local) for SPNM-series routers, confirming technical awareness of the product family.
  • Customer accessed a 'Reset Administration Password' page and entered recovery key, indicating SPNM6x/LN1600 series, but agent did not recognize or act on this clue.
  • Agent did not follow the documented 'Forgot Password' recovery process: did not instruct to click 'Forgot password' link, did not confirm use of five-digit recovery key in correct flow, and did not verify new password worked.
  • Error 2298 during password reset was not resolved; agent only suggested trying a different password without confirming requirements or offering escalation.
  • Call ended without confirming whether the customer could log in with the new password or without setting a clear next step.
Positive Highlights
  • Correctly directed customer to http://myrouter.local for local access (SPNM-series URL).
  • Explained how to bypass browser security warnings correctly.
  • Recognized that the recovery key is located on the bottom of the router.
Agent Errors / Gaps
  • Failed to collect router model number, which is essential for accurate support (SPNM6x series use myrouter.info, not 192.168.1.1).
  • Did not follow the documented 'Forgot Password' recovery process in linksys_now_login_admin.md — customer was manually entering recovery key on a reset page rather than using the proper flow.
  • Did not verify whether the new admin password was successfully set or could be used to log in.
  • Did not offer escalation or a concrete follow-up path when the issue remained unresolved.
  • Misidentified the password change process — conflated Wi-Fi password and admin password in later guidance.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer expressed appreciation but also stated 'it won't let me do it no more' and confusion about password rejection; final success with the app was not confirmed.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through app logout, web access via myrouter.local, recovery key entry, and password reset — logical, progressive steps addressing the core login issue.
R3 Met Correct resolution path conf 90%
Agent correctly pursued password recovery using recovery key — a documented, non-destructive method — instead of escalating or suggesting factory reset unnecessarily.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified login failure and error code .2298, but did not confirm device model or firmware, nor ask about prior resets — missed opportunity to narrow root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used the web interface and recovery key process — correct tools for resetting a forgotten admin password without remote access.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated 'a password cannot have the same character twice in a row' — no such restriction exists in any provided Linksys KB; this materially misled the customer.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provided clear instructions but lacked initial framing; transitions were functional but not smooth, especially during repeated troubleshooting loops.
C2 Met Confirmed understanding conf 90%
Agent used simple language, repeated key steps, and checked customer’s view ('what can you see on the page?'), adapting to customer’s confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and persisted through multiple troubleshooting attempts, demonstrating ownership.
O2 Partially Met Proactive follow-through conf 80%
Agent gave action steps (reconnect devices, reset password) but did not set timelines or commit to follow-up, leaving next steps open-ended.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within L1 scope and agent made legitimate progress.
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 85%
Agent remained polite and patient but did not explicitly acknowledge frustration or repeated effort; minimal empathy shown, though tone stayed professional.
X2 Met Tone & rapport conf 85%
Agent adjusted pacing by repeating instructions, used confirmatory checks ('can you see...?'), and matched customer’s incremental progress, maintaining engagement.
X3 Partially Met Overall experience conf 80%
Agent asked customer to manually reinstall app and forget networks — reasonable steps, but could have reduced effort by guiding to web interface earlier.
Call Transcript62 turns · 65 lines
Speaker 1
[silence] support and quality. [pause] This is [pause] [background music] Yeah. [pause] my uh links is is not sure sir yeah [pause]
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, depending on your issue. To hear more about your service options, press two. 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. Hi, thank you for calling Linksys. This is Joy. How can I help you today?
00:00
Speaker 1
500 connection to my router [silence] please stay in touch. Xfinity [silence] [silence] [silence] 247 like Charlie.
01:00
Speaker 2
okay, we have the serial number of that Linksys device, please okay internet service provider okay, let me verify again this serial number that's five zero D for Delta 10 M for Mary 2 4 6 0 5
01:00
Speaker 1
CHARLES SMITH 2057@AOL.COM
02:00
Speaker 2
May I have your first and last name, sir? Charles Smith. And your email address? CSmith@aol.com Okay. All right. So what's your main concern again with this router? And what is the light of the router at the top?
02:00
Speaker 1
I go to the uh app it says not found. What do we need to do first? Do I log out? Do I log out? Okay. And come back in. It says it says manage your Wi-Fi or setup new Wi-Fi network. Okay.
03:00
Speaker 2
solid blue ohm kindly log out from the app first and then log in using route arc password um you first close the app and then open it again make sure your phone is connected yeah yeah log out yeah log in and then let me know what options do you have there yeah manage your Wi-Fi and then log
03:00
Speaker 1
He's asking me for my password. I don't know why it's not not doing it automatically. Uh no, it's email password. Madison Manage settings at home or away from homes. Okay, you want me to log in? Which one? No, I don't see it. It just says manage. It just says manage Wi-Fi or set up new Wi-Fi network or service setup. Okay. Okay. Uh router password you mean? Yes. Okay. Okay.
04:00
Speaker 2
login using the router password not the email and password you do the other option you choose the other option login using router password only the other option on the left on the right side can you see that uh click manage your Wi-Fi
04:00
Speaker 1
I got it. Go to network settings, select Wi-Fi from list, or once connected, return here. I should be- let me check again. Yeah, it's connected to my to to to the Wi-Fi, yes. Okay. Yeah. No. Keep on Wi-Fi select your Wi-Fi from this one connected, return here. It just said just return there, that's all. OK, but we're greens just like. [silence]
05:00
Speaker 2
Yeah. Make sure your phone is connected to your Wi-Fi network first. Yeah. Tried to double check and then go back on the app. Okay. And then, can you go back to the app? Do you have the option to proceed? Can you try to like uninstall the app and then reinstall it again. Because the app is not recognizing.
05:00
Speaker 1
Okay, let me take care of all that. Did you remove the app right? Yeah. Okay. I go to the app store. Oh did I link to you spell I N or I Y N? L I N K. Linksey right s e y. R O Y s e y O K. Manage your W-Fi. Router password. [silence]
06:00
Speaker 2
link. Mm-hm. Yeah, L-I-N-K-S-Y-S. Mm-hmm.
07:00
Speaker 1
They're still seeing me the same thing. Okay, I think. Forget. Okay.
08:00
Speaker 2
try to forget your network and then reconnect again.
08:00
Speaker 1
Okay? I feel doing the same thing. You wanna do it on a laptop? Hold on. [silence]
09:00
Speaker 2
Do you have a computer with you that we can use to access the web interface if you can't access the app? Yes, so if you cannot access the app, you can just use the web interface instead.
09:00
Speaker 1
So, where do I go from here? Make sure your laptop is ... Yeah. My router.local? Yes. [silence]
10:00
Speaker 2
So I'll make sure your laptop is connected to your router's network and then open up a browser and access this website my router.local. Yes. [silence] I'll make sure your laptop is connected to your router's network and then open up a browser and access this website my router.local. Yes. [silence] I'll make sure your laptop is connected to your router's network and then open up a browser and access this website my router.local.
10:00
Speaker 1
Leskis. Why am I getting warning when I try to access my router settings in a browser. Yes. Well. Why am I saying this? Should I be concerned? Can I bypass this warning? But do I go to continue. OK. The connection's not right.
11:00
Speaker 2
What can you see on the page? Um, yes, just bypass that one if you have the option to proceed, continue, or show details. Yeah. Okay. Yes, we just bypass. Just continue or proceed. Yeah, continue. [silence]
11:00
Speaker 1
[ silence ] [ silence ] back to safety or turn on enhanced protection. [ silence ] it just says, [ silence ] turn on enhanced protection, [ silence ] or back to safety. [ silence ] or advance. [ silence ] advance. [ silence ] proceed. [bad audio] [ silence ] OK. [ silence ] Keep your wi-fi handy Continue to Linuski Smart wi-fi.
12:00
Speaker 2
just continue or access the site and safe you have other options like show details or access the site Yeah. Advance. Mhm. Yes. And what can you see on the page? Um, can you see a picture of two smurf telling the other smurf
12:00
Speaker 1
Oh, I already continued. Let me go back. um It says reset administration. It says reset administration password. Enter recovery key. Of the Xfinity one? Select the current key. Okay. Let me see. Okay. 0 7 6 6 1. Can we add that one? Okay. [silence]
13:00
Speaker 2
phone [silence] um no need [silence] let me just check [silence] what can you see on the page [silence] um yes just extended period of time for him to run it [silence] yeah that's at the bottom of your router [silence] the link is the link is right there [silence] there's a recovery key at the bottom yeah
13:00
Speaker 1
Okay create new administration password and hint. Yeah. [silence] Create the part of the security that's to remember making yourself a hint that reminds you okay.
14:00
Speaker 2
Yes, so make sure you follow the requirements for the pathway to proceed.
14:00
Speaker 1
An unexpected error: . 2298. [silence] Is it unexpected error? . 2298
15:00
Speaker 2
Let me see. What's your error number? Hold on, [silence]. Can you try to use a different password? Just refresh and then try to use a different password. So, that error occurs when your password contains unsupported special characters.
15:00
Speaker 1
How do you refresh because it's doing the same thing and a different pass word. [silence]
17:00
Speaker 2
can you see at the very top and then on the left side there's like an arrow a circled arrow you click that one to refresh
17:00
Speaker 1
OK, look like it's working. OK, um, is still way. OK, network status, connected,, seems. There's a, why? OK, it says that T 56. That's not my network, though. On the Wi-Fi settings, it says A-T-T 56-W. That's what I used to have before. Can I still use it, OK.
18:00
Speaker 2
What can you see on the page? Okay that's good. All right so you are now on the web interface for you to manage your network. So what do you want to do from there like what do you want to change on your router or check that the, the settings? Hmmm. So you want to be able to in terms of Home office. [silence]
18:00
Speaker 1
the problem is i forgot the password i can't access the password anymore oh i see it now okay yeah i see it now let me take a picture of it i guess i can remember it how can i change how can i change the password on that a t on the password box [silence]
19:00
Speaker 2
to change it. Yeah, you can still use that one. Um, you can check the password there. Yeah. on Wi-Fi settings. Yeah. Hmm. Yeah. So if you wanted to manage your settings or check your settings on via router, if the app won't work, then just use the one. Mhm. Just click on that box. Yes. Then delete it. [silence]
19:00
Speaker 1
where it says password now on on my laptop do I do I let me see did I just change it it doesn't I don't see delete though that's the problem you just do I just uh so I just change the password there and then apply okay let me see if I can do it[silence]
20:00
Speaker 2
you know what what Wi-Fi settings are you in on the left side option or you're checking it on the white box under Wi-Fi settings once you click the box you can edit that one you can just delete it yeah delete and then change it you can um click on the box to add it yes sir
20:00
Speaker 1
Hold on. Okay, your row is applying changes this this on my on my device on my iPhone.
21:00
Speaker 2
[silence] So you need to reconnect your devices to that Wi-Fi name and use your new password. Yeah. Yeah on your phone and and also your on your on your laptop or other devices connected to that network.
21:00
Speaker 1
okay.
22:00
Speaker 2
So yeah, you reconnect your, yeah, you reconnect your laptop to your [silence].
22:00
Speaker 1
[KEEP_UNCERTAIN] well I've got a grayed a gray screen now So I I I okay let me check hold on I took I had to power it off because I had I got a gray screen hold on
23:00
Speaker 2
So after you connected your laptop, just refresh the page. Okay. Or you can access again, my router that locally think
23:00
Speaker 1
Okay, I'm on Wi-Fi settings, and do I put apply? Because it doesn't do nothing when I put apply. Okay. Okay, okay. Yeah. Okay, now it's connected. [silence]
25:00
Speaker 2
No need, it's already applied. So just ok, to exit from that page.
25:00
Speaker 1
So now the things are connected, you think or what what what's next? Do I. Do I go to links keys again to see if it's connected? Connects. I'm I'm I'm I'm do I'm do I'm do I'm do I'm do I'm doing a, I'm doing a password. Oh [silence]
26:00
Speaker 2
Okay good. Yeah. So since you have a new password, you just have to reconnect your devices using your new password. So yeah, that's it. So you want to change something or do you have some questions? Yes, you go to your phone. Yeah, you connect your phone again to your network. Okay.
26:00
Speaker 1
It's just wrong faster. I don't know why. Okay. Okay. Let me just do that again. Hold on.
27:00
Speaker 2
Check again your Wi-Fi settings on the computer. Or try to forget your network and then reconnect again with your new password.
27:00
Speaker 1
So, I have to delete the app again or not? Or not. On the Lenov.
28:00
Speaker 2
no need. Just, yeah. Yes. If, if it's still invalid, just reset router password. And then, it will ask for the recovery key again.
28:00
Speaker 1
[silence] No, I won't do it. So, what do I do now? Yeah. [silence] I still saying correct password. Yeah. Ah, I think I'm doing it. I'm sorry. Yeah. [silence] Let me see. I'm doing
29:00
Speaker 2
What does the app shows right now? Incorrect password. Just reset. okay. You can check your router password on the web interface. Yeah, just go to administration or... [silence]
29:00
Speaker 1
It is, it is, I mean, it's right, it was, it was right, but I don't know why it's not doing it. It won't let me. I think it it it it froze me out, it won't let me do it no more. [silence] Router password.
30:00
Speaker 2
not on the Wi-Fi settings, since that one is, uh, try to double check it instead. [silence] Just reset the router password, [silence], yeah. You got it. Oh, [silence], yeah.
30:00
Speaker 1
See, a password cannot have the same character twice in a row. But it let me, it let me on my, on my laptop. It doesn't let me, it doesn't let me here. Yeah, I need to use it. Do I need to use a different password? [silence]
32:00
Speaker 2
Yes. The Wi-Fi password and router password are different things. So the Wi-Fi password is used for you to connect your devices, while the router password is for the app or for the web interface only for you to access it. Yes. The for admin password only.
32:00
Speaker 1
Okay. Internet online it says. Soaamado, I don't have to change it over here on the laptop? Don't you Yeah, don't go. Okay, so that that that should work then, yeah, they should be working. All right, I appreciate your help. Thank you. Yes
33:00
Speaker 2
All right that's good.
33:00
Speaker 1
Peace friend. Deuce.
34:00
Speaker 2
you are welcome sir you are welcome have a good day bye
34:00