V2 Rubric Detail — 7a7de9e8-6375-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:06
Duration
36m 14s
Contact
Ivan Kuhn
Issue Type
Password/Login
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#TE00132666
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall70.5% (+34.5)

V2 Grader Summary

The agent correctly applied the 5-press reset for WHW03V2, attempted multiple valid access methods (myrouter.local, 192.168.1.1), and cleared browser cache, but failed to check WAN connectivity or power-cycle modem. After exhausting reasonable L1 steps, escalation to L2 with clear next steps was appropriate. No critical failures occurred, and technical guidance was accurate.

V1 Case Analysis

Customer unable to access WHW03V2 admin page via myrouter.local or 192.168.1.1; receives privacy warning and recovery key prompt. Agent attempted incorrect 5-press reset, cache clear, browser switch, and alternate URLs without success. Escalated to Level 2 with callback in 2–3 hours.

Troubleshooting Steps
  • Instructed 5-press reset (incorrect for model).
  • Attempted recovery key entry.
  • Advised browser cache clear and browser switch.
  • Tried alternate URL (192.168.1.1 without HTTP prefix).
  • Escalated to Level 2 with callback.
Key Observations
  • Agent instructed a 5-press reset at [00:00] for a WHW03V2, which is not a supported recovery method for this model (uses Pair button per universal_mesh_full_rebuild.md Section C).
  • Failed to confirm customer was connected to the correct Wi-Fi network before attempting admin access, a critical prerequisite per adjacent_connecting_devices.md.
  • Gave technically inaccurate instructions for clearing browser cache, telling the customer to delete entries individually instead of bulk clear ([25:00–26:00]).
  • Failed to instruct proper URL format: told customer to type '192.168.1.1' without 'http://' or 'https://', leading to search engine results instead of direct access ([28:00–31:00]).
  • Escalation was appropriate after repeated failures, with clear callback window and number confirmation.
Positive Highlights
  • Agent collected customer name (Victor Kuhn), email (kuhnivictor@gmail.com), and callback number (316-350-203) early in the call ([02:00–03:00]).
  • Confirmed product model (WHW03V2) and topology (1 main node + 4 MR-9000 satellites) with customer assistance ([07:00–08:00]).
  • Attempted multiple troubleshooting paths: different browsers, cache clear, alternate URLs, and device reset.
  • Escalated appropriately to Level 2 after exhausting basic options and set clear expectations for callback within 2–3 hours ([33:00–35:00]).
  • Confirmed callback number and acknowledged customer concern about unknown numbers, improving trust.
Agent Errors / Gaps
  • Provided wrong recovery method for WHW03V2: 5-press reset is not valid; this model uses the Pair button for recovery and node addition (contradicts KB: universal_mesh_full_rebuild.md Section C).
  • Did not verify customer was connected to the router's default SSID before attempting admin access, a critical prerequisite (contradicts adjacent_connecting_devices.md).
  • Gave technically inaccurate instructions for clearing browser cache, telling the customer to delete entries individually instead of using bulk delete ([25:00–26:00]).
  • Failed to instruct proper URL format: told customer to type '192.168.1.1' without 'http://' or 'https://', leading to search engine results instead of direct access ([28:00–31:00]).
  • Did not collect or confirm product serial number, which is required for warranty verification and device-specific troubleshooting.
  • Did not confirm warranty status or support eligibility before escalation, a protocol gap for hardware troubleshooting calls.
  • Repeatedly asked for recovery key without confirming customer had it or knew where to find it, causing confusion.
  • Did not summarize troubleshooting steps or confirm final state before closing the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent escalated without resolving the issue or achieving a working configuration; customer still unable to access admin page.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed relevant steps (5-press, browser access attempts), but skipped foundational checks like WAN LED status or modem power cycle.
R3 Met Correct resolution path conf 90%
After multiple failed attempts to access UI, escalation to L2 with clear callback window is appropriate path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Identified solid purple LED and model number, but did not diagnose WAN connection or internet signal before proceeding to reset.
T2 Met Appropriate tools / resources used conf 90%
Correctly used router web UI (myrouter.local, 192.168.1.1) as primary tool; no additional tools were necessary or available for this issue.
T3 Met No misinformation conf 85%
Instructions were technically accurate: 5-press valid for WHW03V2, correct IP format, proper cache-clearing steps.
Communication
C1 Partially Met Clear & professional language conf 75%
Call had long silences and repetitive loops (e.g., multiple URL attempts); agent maintained control but lacked clear structure.
C2 Partially Met Confirmed understanding conf 80%
Agent used accessible language but struggled to explain browser differences clearly, leading to customer confusion about Safari.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case throughout, performed multiple troubleshooting steps, and escalated only after reasonable effort.
O2 Met Proactive follow-through conf 90%
Provided specific callback window (2–3 hours), confirmed contact number, and explained follow-up process.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact on the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation triggered by persistent inability to access admin UI after multiple valid attempts — legitimate L2 handoff.
E2 Met Escalation prep & handoff conf 90%
Agent communicated reason for escalation, expected timeframe, and confirmed callback number — complete handoff.
Customer Experience
X1 Met Customer effort minimised conf 90%
Repeated sincere apologies and acknowledgment of inconvenience demonstrate empathy and professionalism.
X2 Met Tone & rapport conf 85%
Agent adjusted tone to match customer’s pace, responded to confusion about browsers, and maintained engagement.
X3 Partially Met Overall experience conf 75%
Customer had to manually clear cache and try multiple URLs; agent could have streamlined steps or provided clearer guidance.
Call Transcript50 turns · 55 lines
Speaker 1
This is Linus's technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lincus specialist. Hello sir, I'm Elizabeth. Yes, hello. I do apologize again. The call got disconnected. I see. Okay, no worries. So let's just continue the troubleshooting. Okay, I see. All right. So since it's solid purple sir, can I press the reset button? But this time you need to press it five times, like press release, press release. Or
00:00
Speaker 2
Yeah
00:00
Speaker 1
[silence]
01:00
Speaker 2
[silence] [silence] Now the purple's flashing. [silence] Sure. First names Ivan.
01:00
Speaker 1
Got that and how about your email? Your email address? So at gmail.com. o it's you. And last name and the first and second letter of your name correct? Gmail.com. Got it. All right, so it's all the blue. So kindly connect your laptop again to the default Wi-Fi name of this Linksys router that you have to develop setup.
02:00
Speaker 2
Last name is Kuhn, K U H N. Getress is kuhnivictor at gmail.com. Yes, correct. Okay, I've got a solid blue on the router now.
02:00
Speaker 1
And this is your first time setting it up. Correct. And may I know where, when did you purchase the device? The, the mesh router. The, the mesh router.
03:00
Speaker 2
Very high of us connected. Yes. Uh, which device? The router or the, the mesh you. Oh, gosh. I'm not even sure when I bought it. I, I'll see. Um, I, I replaced it with a different.
03:00
Speaker 1
i hear it so let me just put it right back here okay did you connect your laptop already sir to the default one
04:00
Speaker 2
my links this router because that one had a power surge and failed. So then I bought another one. But until that we've been using uh a different router. And I got, and I thought, you know, I'm going to hook this up today because, um, I need I have time to do it. So it's, I mean, I did start hooking it up today, but I've had it probably for, gosh, several months.
04:00
Speaker 1
wifey man and can we open any website and see if the internet is working or check it internet is working all right and you have how many links as router do you have four mmhmm I see all right
05:00
Speaker 2
Yes. Yeah, let me do that. Yeah, I'm connected. Well, I've got one Linksys router that we're working on right now and then I have four of the Linksys mesh units that I'm propagating throughout the house. [silence] Well, I've got one Linksys router that we're working on right now.
05:00
Speaker 1
Okay, one, moments here. All right. So let's add those mesh router that you have, sir. Can you grab all that mesh router and move it closer to this main node, the one that we're working on so that we can add it to the network. I see. And what's the light status of all the network right now? All right. So they are all sort of wing. This mesh router that you have, sir. So, they have the same model with this router that we're working on, right?
06:00
Speaker 2
yes, yes they're all right here. right now they're all solid blue. [silence] yes they're all
06:00
Speaker 1
yes.
07:00
Speaker 2
I I don't know. Let me check. You see here, if I can find. WHW. I'm sorry. Hold on. WHW03V2. And if Linkus router. Model number.
07:00
Speaker 1
All right, how many are nine thousand do you have? All right, so you have three W H W one are nine thousand. How about the other ones, sir?
08:00
Speaker 2
Um, okay. what is this? Okay. the model number for this is an MR-9000. Oh, I have four of those.
08:00
Speaker 1
4WHWW. And their light status. All right. So since they're all now connected and solid blue. So let's just create or change your wi-fi name and password. Let's customize that one. Since your laptop is connected already, we will access the my router.local again. Open a browser.
09:00
Speaker 2
Yes. And then one links us to our they're all green, right? Or I'm sorry. They're all blue. I mean, they're solid blue. So they're all connecting to the router. all right. Okay. That's http. My router got local. Correct? Okay, I'm there.
09:00
Speaker 1
Yes. Yes. All right, so you are on the page. Uh, what can I see on the page? All right, what can you see in there? Mhm. All right, continue. Mhm. All right, continue. Then click advance. Advance. Mhm. And proceed. All right, it's asking you for the recovery key again. Yeah. Type kindly, input again the recovery key. Sir, let's try if there is an error this time since we reset already the device.
10:00
Speaker 2
well it's asking me for uh... it's asking me for a recovery key is where it went to yes so go ahead and put the
10:00
Speaker 1
Yes. Yes. Yes, you can... You can use the old password that you created for the error.
11:00
Speaker 2
recovery key off the mesh in there, off the main one. Okay. Okay, it says create a new admin password and hint. Can I use the same one, or should I use, or should I create a new one? Yeah. Yes.
11:00
Speaker 1
How about you unplug all the child nodes, sir? From the power source and just leave the main node power on. Yes, yes, sir. The main one is the one that we're working on, correct?
12:00
Speaker 2
2020 unexpected error 23.
12:00
Speaker 1
I see. Alright. Um, do you have any browser, sir? Like a Safari or a Microsoft Edge? Yeah. Alright. So yeah, can you open your Safari browser? Yeah. [silence] Alright. On the address bar, type in, again, the HTTP: / / . Myrouter. Local. It's myrouterlocal. Mm-hmm. You're getting a warning also. Yeah. Continue. Yes. Then, show details. Visit this website, or visit website. Advance.
13:00
Speaker 2
Yeah, I mean, for right now, well, it just tells me it's just selling me, hold on a second, please. Yeah, it's just saying I am getting a warning when I try to access, but we we know we're there. So I just need to go to continue, correct? Okay. OK, it says your connection isn't private. Well, it gives me an option of advance. Well, I've got advanced or I have go back. That's all it gives me.
15:00
Speaker 1
All right. And then proceed. All right. asking the recovery key again. Okay. Input the recovery key.
16:00
Speaker 2
Okay. Now, it is asking for that recovery key again. Yes. Okay. [silence] Can I go ahead and put in that password that I used? This give me the 2298 error on this as well. Yeah, that's fine. Uh-huh. Okay. [silence]
16:00
Speaker 1
Hello, sir. Thank you so much for your patience of it. Alright. So you don't have any browser. I see. How about we will clear the cash, sure? Is it okay for you if we try the cache?
24:00
Speaker 2
Yes. I don't think I was on Safari. I don't think I was on Safari because they want me to set up download and pay. I'm not the only thing I have is Chrome. The only browser I have is Google. And I thought I had Safari, but I just went to Safari browser and then it says download, you know, download and all that stuff. And then they want you to pay and just like and I'm just trying to get this thing done. Okay. Yeah, we can clear the cache if you show me how to.
24:00
Speaker 1
any password that was deleted or... I see, all right. So yeah, can you click the three lines on your browser, three lines at the upper right corner of the screen? Can you see there? All right. Can you see there the delete browsing data or history?
25:00
Speaker 2
Uh, you mean like on a browser? Not really. I mean, I know what all my passwords are. And if I forget, I'll just, say forgotten, and I'll just reestablish a new password, so that's I'm not worried about that. Okay. Yes. History, yes. [silence]
25:00
Speaker 1
You just need to click. One moment. Delete from this device. Check all the boxes. And then delete from this device. All right. Did you check all the boxes?
26:00
Speaker 2
So how do I clear all of this? OK. Uh, let's see. But it's making me go in and delete each one individually, which is probably fine. Well, I'd probably have a 100 on there. silence
26:00
Speaker 1
[silence]
27:00
Speaker 2
I guess I would just need to make sure I clear the ones that I started today. Okay, yeah. I'm not, I don't think I need to clear any from yesterday, do I? Okay. Okay. So, now we're going to go back into that. Okay. So, it's HTTP: Oh
27:00
Speaker 1
192. what did I mean, uh, my router.local. alright, um, how about this one there? instead of my router.local, delete that one and type in 192.168.1.1, did you type in HTTP:// and the numbers, the 192. HTTP, just HTTP. [silence]
28:00
Speaker 2
Okay. All right. Now, how to access your router. I typed in HTTPS or just colon four five.
28:00
Speaker 1
column forward slash. Ah no, don't put my router that local. All right, just put 192 set one six eight. Mm-hmm, yes sir. Yes. All right, what can you see on the page?
29:00
Speaker 2
Okay. Forward. Route.local. Or do you not want me to put the dot Lower? Okay. Yes. Okay. After the forward slash. Okay. Okay. Now I have 192.168.1.1 loggian access to your router. Is that what you want? Okay. Okay. Now what? It says access your router admin page. But this seems like an advertisement that maybe not. Private IP address.
29:00
Speaker 1
All right. I think ure on the result page. Okay, all right. Um, okay. So, delete, um, kindly input on the address bar again, ur. Delete dot one. And then type in one nine two. Don't put HTTP. Just input one nine two. So it's one nine two dot one six eight dot one dot one.
30:00
Speaker 2
OK.
30:00
Speaker 1
Can you tell me, sir, what did you type in? I see. All right, and what can you see on the page? [silence]
31:00
Speaker 2
OK. Um, all right, now I have a, it says, what is my IP dot com page. That it gives me a login access to your router admin page. All right. I typed in 192.168.1.1. Um, then, If I click on it, which I'm not, but it says router. And it just says 192.168.0.1.
31:00
Speaker 1
and uh the one three six give us just give me a minute one one bye All right, So, with regard to this one, since we cannot access request your outer settings, we already tried how many times? Using my router.local and also using 192.168.1.1, we cannot access it successfully. So here's what I will do here. I will escalate this concern to our level 2 team or to our advanced team. And one moment here. And they will call you back within two to three hours. Do you have any preferred call back time? I see. I do apologize, but the time is two to three hours, sir. Please.
32:00
Speaker 2
okay okay I'm going to try and be funny how about now I'm kidding he's yeah so let's see it's uh yeah so it'll be 5 41 yeah that's fine two hours would be 5 41 3 hours.
34:00
Speaker 1
Nice. Okay, then's if you cannot answer their calls or they will email you in regards to that so that they will provide you the phone number that they will be using. And the best phone number that they can call you back is 316-350-203. Is this correct? I see. All right. expectancy call back from them somewhere in 2 to 3 hours. All right. Thank you so much also sir and I do apologize for this inconvenience and have a good one. Bye for now.
35:00
Speaker 2
Uh, do you know what phone number we'll be calling? because I get a lot of phone calls, so I don't normally answer them unless I know who it is. Okay. that's fine. Yes, this is correct. Very good. Thank you so much. It's okay. Thank you.
35:00