V2 Rubric Detail — 7b6358ae-60ee-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 14:54
Duration
13m 30s
Contact
Auerelo Mendez
Issue Type
Password/Login
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132415
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Can't access linksys app and web interface

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall65.6% (+31.6)

V2 Grader Summary

The agent provided factually correct, browser-focused troubleshooting and properly handled the out-of-warranty context by offering best-effort support. However, the issue remained unresolved due to incomplete diagnostics, and while ownership was maintained, follow-up expectations were not clearly established, resulting in an ownership gap.

V1 Case Analysis

Customer unable to access router admin UI (myrouter.local/192.168.1.1) due to error 2298. Agent provided incorrect firmware compatibility claim and no correct workaround. Issue unresolved; customer directed to ISP.

Troubleshooting Steps
  • Suggested clearing browser cache and trying different browsers
  • Asked about router LED status
  • Suggested rebooting parent node
  • Offered paid-support options
Key Observations
  • Agent never collected model number despite serial number being provided.
  • Incorrect claim at [10:00] that firmware prevents Smart Wi-Fi account login (contradicts KB).
  • Did not provide direct-URL workaround for error 2298 (known solution per universal_admin_ui_blank_screen_workaround.md).
  • Did not guide customer through recovery key method for password reset (per linksys_now_login_admin.md).
  • Prematurely declared device out-of-warranty without verification.
Positive Highlights
  • Agent remained polite and patient throughout the call.
  • Attempted to clarify browser vs. IP access method [05:00].
Agent Errors / Gaps
  • Provided materially inaccurate information about firmware incompatibility with Linksys Smart Wi-Fi [10:00].
  • Did not provide the correct admin-UI bypass URL (192.168.1.1/ui/local/dynamic/index.html) for error 2298.
  • Failed to guide customer through recovery key method for password reset.
  • Offered paid support before completing basic troubleshooting steps.
  • Did not verify warranty status before stating out-of-warranty.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer never gained access to the router interface; issue was not resolved and no valid escalation or RMA path was provided.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent suggested trying 192.168.1.1, different browsers, and clearing cache, but skipped essential steps like Ethernet test, power-cycle, or checking physical connectivity.
R3 Met Correct resolution path conf 92%
Agent correctly identified device was out-of-warranty and offered best-effort troubleshooting (browser fixes) and free email instructions, aligning with OOW support expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent recognized symptom (can't access UI) and asked about access method, but did not probe connection type (wired/wireless), LED status, or perform root cause analysis.
T2 Met Appropriate tools / resources used conf 95%
Browser-based tools (different browser, cache clear) were appropriate for a web access issue; no deeper tools (remote session, logs) were feasible given OOW context and customer capability.
T3 Met No misinformation conf 97%
All technical info was accurate: use of 192.168.1.1, local access requirement, and correct explanation of firmware deprecation of cloud login.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic control but failed to set expectations about OOW limitations early or summarize next steps clearly.
C2 Met Confirmed understanding conf 95%
Used plain language, repeated instructions (e.g., 192.168.1.1), and adapted to customer’s confusion without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 91%
Agent owned the case throughout, did not transfer, and offered actionable paths (email instructions, paid support) despite OOW status.
O2 Partially Met Proactive follow-through conf 93%
Offered email instructions and paid support but did not specify timing or confirm receipt; customer ended call without clear follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent scope (OOW troubleshooting).
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 90%
Agent remained polite but did not acknowledge customer’s effort or frustration; tone was transactional, not empathetic.
X2 Met Tone & rapport conf 94%
Adjusted pace, repeated key steps, and used calm, clear delivery matching customer’s level of understanding.
X3 Partially Met Overall experience conf 92%
Provided self-help steps but required customer to repeat actions across browsers without streamlining (e.g., no remote diagnostics or guided power-cycle).
Call Transcript26 turns · 27 lines
Speaker 1
Hello, um, I'm trying to, um, connect to my mesh Wi-Fi router. My Wi-Fi node system, the mesh, node system. Um, I'm having a issue with, [silence] Okay. [silence]
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. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty, paid support option may be available depending on the issue. Hi. Thank you for calling Linksys, this is Julie. How can I help you today? [silence] Yeah. Mhm.
00:00
Speaker 1
issues with my main ISP. So, I'm trying to get my mesh system getting worked up, like getting fully working before I contact my ISP for my slow internet speeds. So, I'm trying to, um, like get my account in order and everything like that. I was, um, resetting my password, my new admin password through the Linksys, uh, Myrouter.local site. And, um, I'm being given a technical error, uh, 2,298. My device is gonna be 206137 dom.
01:00
Speaker 2
I may have the studio number of your system device?
01:00
Speaker 1
AT&T. Mendez Mendez. Yes. Aurelio Aurelio. Yes.
02:00
Speaker 2
Okay. Sure. And who is your internet service provider? Last name Sir? Oh is that your last name? Yeah, how about your first name? Orilou?
02:00
Speaker 1
um D. D. D A. M. I E. N. V. V. V. hant. A. M. I. E. N.
03:00
Speaker 2
d-dee-dee, uh, dee-dee-ddmmrnvtzagmail.com. How many Lexus notes do you have in total, sir? Okay,
03:00
Speaker 1
I have um, I've tried with Opera GX. And I've tried with Google Chrome. My router dot local? Yes, I uh this morning.
04:00
Speaker 2
okay, so um, yeah, for this error, it indicates like setup time out or connectivity issue when you try to ad your child node. Um, what um, you're on your browser, right? What website again, did you use to access the web interface? On what website, m.yrouter.local or the IP address of your router? I see. Have you tried to reboot the um, parent node and try again?
04:00
Speaker 1
Is that the website? So say it again? What am I typing? So I type that into my web search browser? Yeah. Yeah. Okay. Just 1 9 1 2 . 1 6 8 . 1 . 1 . Ma'am. Sorry. I don't know where I got. [silence]
05:00
Speaker 2
How about 192.168.1.1? 192.168.1.1 is the IP address of the router. Use it as a website to log in. [silence] Um, not on the search bar. 192.168.1.1 [silence]
05:00
Speaker 1
The thing is not me, anywhere. It just takes me to a right router H-T-T-P router network calm. Um, it's not taking me anywhere. It just takes me to a right router H-T-T-P router network calm. Yeah, 192.168.1.1. Um, okay. I mean, uh, this fine. I'm just trying to get an access to the account. I don't have another brother. Uh, I think this thing comes to bad.
06:00
Speaker 2
Even though we you type in 192? Can you try a different browser just to check if it will have the same issue? If just trying a different browser can't solve your browser issue, then try to delete the history. If you have cookies turned on, turn it off. If it still won't work, then here are the increased price points to do just to check if the it will have the same issue.
06:00
Speaker 1
All right, I'm sure, why not? One thing. All right, I typed it in on edge Microsoft, edge, seeing if it works. But what? It says can't reach this page too. Took too long to respond. [silence]
07:00
Speaker 2
when you type that into Edge, what does the page show up?
07:00
Speaker 1
It's connected to the router, yeah? It's connected to the mesh Wi-Fi that's connected to the router. Blue. Yes, the links this app tells me it says it can't find my mesh Wi-Fi. But I'm connected to it because I wouldn't know because it's not showing me anything. So when I, let's say, I'm opening the app, and I've been connected to the mesh Wi-Fi for a couple years now. Like, I exclusively.
08:00
Speaker 2
Your computer is connected to your router or not, okay? What is the light of your router, the main router? Have you tried to use the links this this app? [silence] Just try. What method did you use? Using your email and password or using the router password option?
08:00
Speaker 1
Exclusively use the node and ethernet cable on my desktop, because, um, like I need the wired connection. And in my room, it was just the farthest corner of the house. Um, you know, I connect to the mesh specifically, and exclusively, 'cause, you know, it gives me the most direct Wi-Fi. So when I signed up and did all this, like maybe three years ago or something, I had my login access, all of that stuff. And lately, I've been trying to access it to try and, um, update or optimize my connection and stuff. And it says the Linksys app only says, you haven't added a router or mesh Wi-Fi system to your account. So I'm logged in with my credentials onto the mesh onto the Linksys app and it's showing me two options: add an existing system or set up a new system.
09:00
Speaker 2
Oh, okay.
09:00
Speaker 1
[silence].
10:00
Speaker 2
Yeah, because for this unit that you have, just for its new firmware, it is no longer compatible or available on Linksys Smart Wi-Fi accounts, so you can no longer add it on your account, and also you can no longer log in using your account, only local access by using router password. So, you can log out and then log back in using a router password instead, not the email and password option. [silence] Yes. So, I have local access.
10:00
Speaker 1
Okay. Let me walk, let me get through that real quick. Okay. I'm, I'm submitting a new password through my app. [silence] Just. Okay, it's getting router settings. It's finishing. Okay, I'm at it.
11:00
Speaker 2
okay okay that's good so yep that's how you log in on the app or on the web interface um just uh try it later on the web interface and by the way sure um since your router are no longer on the warranty we can no longer provide free technical support for this one if you need help on troubleshooting process
12:00
Speaker 1
Okay. Understood, thank you. No, that'll be all. I'll take it up with my ISP for the actual connection. Thank you for your. Bye.
13:00
Speaker 2
But you can also avail of page surveys, $15 for an hour, or we can also send you email instructions for free, if you need help. Alright. You're welcome, sir. So, anything else? Any questions? Okay. Alright, thank you so much, sir. Thank you for calling Link Trust. Have a good one. Bye. Okay.
13:00