V2 Rubric Detail — 818821c2-6e51-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 15:46
Duration
44m 8s
Contact
Jared Whalem
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134283
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable To Access Web UI Locally

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
Escalation4.00/5
Customer Exp3.57/5
Overall80.9% (+24.9)

V2 Grader Summary

The agent resolved the issue by guiding the customer through multiple troubleshooting steps—including recovery key reset and direct UI URL—culminating in successful login after a factory reset. The customer confirmed access and restored internet settings. While communication had minor flaws (pauses, unclear escalation), the outcome was fully successful and aligned with technical best practices.

V1 Case Analysis

MR8300 admin access blocked by error 2123. Agent provided incorrect default password guidance and inefficient troubleshooting. Customer performed factory reset, logged in with sticker password, configured static IP, and restored Wi-Fi. Device is end-of-life.

Troubleshooting Steps
  • Tried alternative URLs (http://myrouter.local, https).
  • Provided direct UI workaround URL (http://myrouter.local/ui/local/dynamic/index.html).
  • Guided through password reset using recovery key (failed due to error 2123).
  • Performed factory reset.
  • Logged in using sticker-printed WiFi password.
  • Configured static IP WAN settings and re-applied WiFi SSID/password.
Key Observations
  • Agent provided factually incorrect default admin password guidance for MR series (suggested 'admin'), contradicting KB.
  • Troubleshooting was highly inefficient with repeated suggestions, long holds, and lack of step confirmation.
  • Agent failed to collect model/serial until 15 minutes into the call and did not discuss warranty eligibility until end-of-life status was revealed.
  • Factory reset was unnecessarily recommended as 'last resort' after failed workaround attempts, despite KB stating it erases all settings.
  • Customer ultimately resolved issue by using sticker password post-reset, a known method per KB for MR series.
Positive Highlights
  • Eventually identified and provided the correct direct UI workaround URL per KB at [08:00], which is a valid solution for error 2123.
  • Correctly guided the customer through static IP configuration after reset, restoring internet functionality.
  • Identified the device as end-of-life and informed the customer of lack of firmware updates, providing accurate product lifecycle information.
Agent Errors / Gaps
  • Provided wrong default admin password information for MR8300 (suggested 'admin' at [04:00]); KB states default is WiFi password on sticker.
  • Repeatedly suggested the same URLs and reset procedures without confirming what had been tried, causing significant loops.
  • Failed to collect product model and serial number until 15 minutes into the call, violating protocol.
  • Did not discuss warranty status or support eligibility until identifying device as end-of-life, missing early opportunity to set expectations.
  • Recommended factory reset as 'last resort' without first exhausting all non-destructive recovery options per KB.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms access: 'Holy smokes. I got in.' and later verifies Wi-Fi is working.
R2 Met Diagnostic thoroughness conf 95%
Agent systematically tried multiple approaches: alternate URLs, HTTPS, incognito, recovery key, direct UI path, and factory reset guidance.
R3 Met Correct resolution path conf 95%
Agent correctly prioritized non-destructive recovery (recovery key) before suggesting factory reset, aligning with KB guidance for forgotten password.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (browser crash, error 2123) and applied workarounds, but did not ask diagnostic questions about firmware, model-specific behavior, or prior changes.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used documented KB workarounds (HTTPS, direct UI URL, recovery key) without over-relying on tools not needed for this issue.
T3 Met No misinformation conf 95%
All technical instructions (use https://myrouter.local, recovery key reset, direct UI URL) are factually correct and align with KBs.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general control but had multiple long silences, unclear transitions, and repeated holds without clear explanation.
C2 Partially Met Confirmed understanding conf 85%
Agent used understandable language but included filler ('uh', 'mm-hmm'), mispronunciations ('myrouter.lococo'), and did not confirm understanding after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, attempted multiple solutions, and only escalated after exhausting self-help options.
O2 Partially Met Proactive follow-through conf 80%
Agent provided step-by-step actions but did not set a clear timeline for escalation follow-up or commit to a callback.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or observable; this appears to be the first contact on the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent made a valid escalation decision after repeated troubleshooting failures and recognition of a known issue (error 2123).
E2 Partially Met Escalation prep & handoff conf 80%
Agent indicated intent to discuss with team but did not confirm formal escalation path, timeline, or inform customer of next steps clearly.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy ('I'm sorry', 'thank you for patiently waiting') and remained polite despite customer frustration.
X2 Partially Met Tone & rapport conf 80%
Agent responded to customer’s tone but pacing was occasionally mismatched (e.g., long pauses during active troubleshooting).
X3 Partially Met Overall experience conf 85%
Customer had to repeat steps across browsers, clear history manually, and re-enter passwords multiple times, indicating avoidable effort.
Call Transcript65 turns · 70 lines
Speaker 1
Well, I can't get into my router and I reset it and every browser that I try and log into the router at 192.168.1.1 crashes.
00:00
Speaker 2
[silence].
00:00
Speaker 1
I've tried three browsers Safari, Firefox and Chrome. I've plugged my laptop directly into the router with an ethernet cable and every time I get the emails back from Linksys that says I've reset the password, but then I try the new password and I can't log in. So, technically, it works. I have internet access, but I can't actually get in with the app or directly for going to the web page. So, I have no idea what to do. Should I just reset it? Hold on. I got
01:00
Speaker 2
Mhm. Mm-mm. Mhm. Mhm. That will be your last resort. But for now, you can actually try to uh... You can try to use a different like, um... different website. So instead of the 192.168 you can try H T T P.
01:00
Speaker 1
I got got I got a plug it in again like I was back at my desktop I'm gonna plug in so that I'm directly connected to the router with my laptop okay so which address do I try for internet page. I just brings [me to the] page that says hey, you can use our app download it from [Google] Play or app store or continue to the Linksys Smart Wi-Fi. There is no continue button.
02:00
Speaker 2
Okay, Mhm, whatever. You can try HTTP, myrouter.lococo. Mm-hmm. Okay. You're hitting continue.
02:00
Speaker 1
app or continue to the LinkSys smart wi-fi. That's what you want me to quick on. Yeah. Okay. So it brings me to the sign-in page, and I can either sign in with the access router is asking for the router password, or I can click on a link to reset, and below that I can click to go to the LinkSys smart wi-fi account. So, what the hell is a router? What's the router password? [silence] Okay, is that the same? Okay, is the router password the same as the LinkSys smart wi-fi password? Okay, I've had this since 2020. [silence] What is it?
03:00
Speaker 2
Oh, I'm sorry. Uh, can you see their two photos of the phone? Okay, you click on the two photos twice. Hmm. Um. The router password is your admin password in logging in the web user interface. So you can if it's your first time logging in using the router password, you can you. No, uh normally
03:00
Speaker 1
And I don't remember a router password. And it's not the default one on the sticker on the bottom? And then sign in. It says invalid password. I. Yeah, I've done this like four times today already. It either crashes my browser. And, yeah, so this is the sixth time I've done this. I type it in. It's the sticker on the bottom of the router, right? I stick it in, hit submit. And then it says, hey, make a new password. Now it wants me to make a new password. Again. Yeah, this is like, this is now the fifth time I've done this. So I put a new password, I got [silence]
04:00
Speaker 2
Okay. You can you can try admin or all lower case. Okay. And we try to reset the password. reset the password and it will ask you for the recovery key. On the parent node. The parent node, right? Okay. You create a new password. That's your admin password.
04:00
Speaker 1
Green check marks. It's 10 characters, upper case, lower case, number, and a special character. Good. And I hit reset. Says I want to save your password. I say, no thanks. And then I get unexpected error 2123. And then, I can't load 192 all done. 68 1.1, because my browser remembers the stupid history, and automatically completes it for me. So, if I go manually to 192.168.1, I get to this access VLAP PC, and it wants my router password again. Will it accept the one I just changed it to? Or what? Okay. Again, I've done this before, but this time, I don't know what it's talking about. I tried changing the password, and I don't know what to do anymore. So, let's just go play some games or do a better stuff, much more exciting than this. So, I go inside the router, and it says, you didn't put yourself in before. I go step by step. What do I do next?
05:00
Speaker 2
All right, so let's try a different address. I see. You may try that one. [silence]
05:00
Speaker 1
type in paste it in hit Submit unexpected error 21 23 I haven't changed the password in um four years but I've changed it now. Okay so myrouter.local uh it says it's not secure. So I'm using chrome it says it's not secure it won't load it. yeah okay I get the same page. Keep your Wi-Fi handy click for apple store or google store and then at the bottom continue to links it.
06:00
Speaker 2
mm about this one sir um on the one that we used earlier the myrouter.local so instead of just http you try https yes https colon forward slash uh just click on advanced and then hit on proceed same thing right
06:00
Speaker 1
It says, Smart Wi- Fi. So we'll click on that. Yep. Same password. Sign in. Spins Unexpected error, 2123. It says, Unexpected error, 2123. We've encountered an unexpected error. If the issue continues, please visit our technical support site. And the details just says, get device three. It's unable to get the list of my, I don't know. [silence] But I can't
07:00
Speaker 2
What was the Air again, sir? Okay, could you type in the same password? I mean, yeah, click. Hmm. What was the Air again? Two one two three. Yeah. [silence] Yeah, it's actually a known issue, sir. We had like, we had a report regarding this one.
07:00
Speaker 1
Can't get into... I can't even get into the router to read to update the firm he's like, I need to get into the router. Okay. Okay. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah.
08:00
Speaker 2
Um, can we? Yes, sir. It's a known issue, sir. So, let's try to there, there's actually a workaround. Um, let's try to use the, a different host name. So, uh, instead of the, just the HTTP colon level four slash myrouter.local. Uh, you you type in this one. It's HTTP colon, double forward slash. Myrouter.local slash UI slash Local.
08:00
Speaker 1
yeah okay okay so it brings me back to the same login page click click continue to link to Linksys Smart Wi-Fi do I click on that yeah so it just brings me to the login page again yeah yeah I just gonna yeah I can do that [silence]
09:00
Speaker 2
... dynamic... dashboard... wait HTML? Hmm. Hmm. Can you try a different hmm. Yes continue? Okay well you're using Google Chrome right? Uh can you try Firefox this time? Using uh the same uh the same address?
09:00
Speaker 1
Oh, well, you're gonna have to give it to me again. I can't remember that.
10:00
Speaker 2
oh um let's try the the first one the http://my router.local first um um uh try it first using I'm Firefox tries yes sir go try it uh actually sir okay the same or all right same error all right so let's try
10:00
Speaker 1
[silence] [silence] [silence] [silence] I get straight. Now I just get the unexpected error because that is the website it goes to after you try and log in. Yeah, I, that gives me unexpected error 2123 directly. And the used, there used to be a link on the log in
11:00
Speaker 2
http colon double forward slash this is my router dot local slash ui slash local slash dynamic slash index dot HTML.
11:00
Speaker 1
page that would uh for complete local control but that link is no longer there. like four years ago there was a link on the login page for local [silence] ok. well. alright so what's next? [silence] um ok I don't know how to do that on Firefox. how do I do that? [silence] ok so quit start it Chrome. how do I start incognito in Chrome? [silence] oh ok yeah and then what what address just just to go 192 [silence] ok.
12:00
Speaker 2
That's the... that's the... that's actually the local access URL using the router password. Hmm. Uh, can you try using incognito? [silence] uh, you use a Google Chrome. Uh, you can try control-shift-N. [silence] Uh, try the myrouter.local. [silence] psc psc pssh mm. So HTTP colon// slash slash myrouter.local. [silence]
12:00
Speaker 1
[KEEP_UNCERTAIN] My router. Okay, my router, dot local, and then click on continue to link to Linksys Smart Wi-Fi. Okay. Okay, same webpage access router, type in password. Or reset password, or click here to log into your Linksys Smart Wi-Fi account. So, which am I doing? Okay. Reset. Asks for the recovery key, which I type in. Okay, and submit. Okay, now it wants me to put in a password, right, so I can put in the password. put in a password? I got green check
13:00
Speaker 2
script? [silence] Let's go okay. yes, sir. [silence] uh try to [silence] [silence] [silence]
13:00
Speaker 1
Marks across the board. And then I hit reset. And it's spinning and unexpected error 21, 3. Yep. Yep. Yep. Yep. First name is Jared. J-A-R-E-D. J-A-R-E-D. And last name is Whalen W-H-E-L-A-N.
14:00
Speaker 2
okay okay the same I all right sir uh just bear with me sir okay um I'm I may need to have this for the check but anyway this is actually a known issue at the moment and um can I have your first and last name sir so that I can create a a record of you here on our system okay I'm sorry that's j r e O g ired again okay
14:00
Speaker 1
J W H E L A N> J W H E L A N@w associates, associates, yes.org. So it's an MR8 300.
15:00
Speaker 2
this Jared Willett how about your email address sir okay and then uh can you provide me the model number and the serial number of your link stitch router
15:00
Speaker 1
Well, the reason I'm doing this is because I'm actually having a security audit for our office, so I needed to get into the router, and then I tried to log into the router, and I can't get in. I'm doing a security audit.
16:00
Speaker 2
How about the serial number? [silence] Alright. Let me just repeat that one. Sure. It's 29V10CG588909659. Alright. Let me just dictate that one. [silence] I'm sorry. What was the reason again?
16:00
Speaker 1
Okay, so, so what's what's. Uh, they're a local company called, um, hold on a second. What are they called, again? Uh, they are called, um, Global server center there in Winnipeg, Manitoba, Canada.
17:00
Speaker 2
it's actually the the expected error for this one uh by the way sir may i also know who is your internet service provider
17:00
Speaker 1
server center, Global server Center. They've been our internet provider for 10 years.
18:00
Speaker 2
Hello sir JAR. Thank you so much for patiently waiting on the line. Okay. How about this one for you? let's, let's try. like you're still hardwired from the
23:00
Speaker 1
Yep. So unplugged from my Internet Service Provider? Oh, okay. So unplug my source, my internet okay, so HTTP loc la router you
24:00
Speaker 2
So it will like disconnect you from the Wi-Fi, I mean from the internet, but it will still be connected to the Wi-Fi since uh it would still broadcast. And then let's try to access the myrouter.local again. Let's see if you're still getting... Colin
24:00
Speaker 1
My router.log. My router, okay, I get the login page, click on continue. It says this connection is not secure. Okay, so do I put in the last password I tried or the one before that or the one before that or the one before that like what password do I put in? Or do I do a reset? Okay, reset. Okay, enter recovery key. Okay. Okay, enter the recovery key, hit submit. Want a new password. Let um I can put in the password. Green check marks, hit reset. No, unexpected error 2123. And that's using my mic and I'm speaking at an okay pace.
25:00
Speaker 2
Try to reset. I'm Huh. Okay.
25:00
Speaker 1
firefox yep OK what address are we going to? My local router dot local OK what's login page click to continue you want me to reset password again? nope reset password now put in the recovery key submit put in a password OK password green check marks across the board hit reset do I want to save it in my browser? nope I do not unexpected error.
26:00
Speaker 2
Okay, still the same. All right. Try how about you try on Google Chrome? The same address. Mm-hmm. Yes, sir.
26:00
Speaker 1
Okay, then, myrouter.local, then what? slash ui, and then, local, local dynamic slash index. Yeah. Yeah, but it's just reloading what's cached in memory. I'm just getting the error message again when I do that. So, I got to clear I gotta clear the history, otherwise it's just gonna go back to, all right. So I deleted history. And all right, so, HTTP.
27:00
Speaker 2
the same okay um well we try the the different host names so after my router.local slash UI slash UI slash local Yes sir. Dot HTML. [silence] mm-hmm mm-hmm Mm-mm All right
27:00
Speaker 1
Okay, and then what? Mhm. myrouter.local/ui.log in. What happened? Yes. Dynamic. Mhm. dot HTML. No. unexpected error 2123.
28:00
Speaker 2
uh, slash local. uh, slash dynamic. uh, slash index. dot html. Yeah. still the same okay, sorry alright uh, I may need to escalate this one, further considering that all the workaround isn't working. Um you may plug in back your router to the internet. I mean to the modem. alright, so let me just put you on hold uh again for at least three to five minutes. Let's see if it. Let me just try to discuss this matter with the team okay all right all right thank you so much Hello, sir. Thank you so much for patiently waiting. Yeah. All right. Sir, so, um, here's our last resort. Um, we'll be going to reset your router like, um, a hard reset. So we're going to, um, have it go back to its default settings and so that you can access the web user interface and then we're going to set it up again. But just to set your expectation, this will
28:00
Speaker 1
yeah [silence] Has there been a firmware up has there been a firmware update anytime in the last four years for it? [silence] kuz I I set I bought this and set it up in April of 2020. So has there been any firmware updates in the last six years? [silence]
32:00
Speaker 2
Uh, this will erase all the information or your current configuration. However, um, just to set your expectations, sir. Jared, your Linksys device is like already part of our end of life devices, which means we no longer manufacture this one and, um, update its firmware. Eventually, also, um, based on our last four years, um, I believe uh, yeah, well, let me check on that one because I believe, uh, by default, it's, um, it, uh, it's the auto or the custom security mode, uh, needed by your for your network, uh, should be disabled to guarantee your devices can connect.
32:00
Speaker 1
Oh, okay. So, if I, if I reset it, then I have to connect to it and then I have to manually input the information for my internet service provider. Okay, so how long do I have to push the reset button down? Okay, you'll probably need a ten or something to hold it down, right? All right.
33:00
Speaker 2
mm, mute it.
33:00
Speaker 1
there is a any indication like the lights on the top or, is there going to be any indication that it is reset? so I can let go the reset button now, right? I can let go of the reset button now? Okay. So the, the blue light on the top is slowly blinking. Right. So, um, I do the same thing. How do I how do I get to it again? So, um,
34:00
Speaker 2
yes sir. so it should, uh... turn like a red and then uh... it will turn blue again I'm sorry yes sir you can let go right support now. [silence]. uh... the same thing. uh... you connect you're still hardwired to it, right?
34:00
Speaker 1
myrouter.local okay now that's now I don't know now I'm not getting website so the light is still still blinking in okay so I have a Linksys uh no I had the links this page and then it disappeared
35:00
Speaker 2
okay. so just load into myrouter.is local has http colon double forward slash myrouter.is local and then the same okay. so it should be like a purple like a purple light indicator.
35:00
Speaker 1
Okay. All right. So now it says, download the Linksys App, to set up and there is no button to continue. So I have to use the app for this? Okay. It says, one moment, spinning wheel, spinning wheel. Okay, now the router has a red, red dot on the. top of it. Okay, now my browser, Okay, so now at the sign in page. So the default router password is what?
36:00
Speaker 2
yes sir ok no sir uh the same thing we did earlier just click on the photo twice okay hmm okay
36:00
Speaker 1
So the one on the bottom, the sticker. Okay. holy Oh, look. I got in. Holy smokes. All right. Um, I haven't been in here in a long time. Where do I go to put in the settings for my internet connection? Connectivity? Yep. Yeah, I clicked on CA. Okay. Storage connectivity, yeah. [silence] emmm, see a router set up. Yes, please set up your Wi-Fi. SD, so I can just reuse. Yeah, so I can just use the one I was using before, right? I can call it the same thing, okay. And then what's the password? Is the password the password for the router? Or the password for the Wi-Fi or password for the links of Linksys Smart Wi-Fi? Oh, okay. So if I want to, I can use the same password as I was using before for the past for the Wi-Fi. Uh-huh. Okay. So,
37:00
Speaker 2
It's uh W F F G I Y S X ssid Yeah, you can... Yes, sir. That's... The password, yes sir, so there if you wanted to change the um admin password, I mean the password for your web user interface, uh, says web, you I you can just go to basic then... But uh anyway, uh just uh just focus first on the
38:00
Speaker 1
yeah, so I've put in the SSID, I've put in the password and I can sit Apply. So now I go to basic, no. Uh, there's, yeah, it says setup node. Okay, it says my router is applying changes right now. So I can't, I guess, can't do anything until it's done. So the light on the top of the router is still red. So Well, now it says it can't find my router. Should I, shouldn't I have, shouldn't I have set up the information for my internet service provider first?
39:00
Speaker 2
configuring your router to go, to have it go online. Uh. Uh. no sir. is there like an option like configure under a password? yeah set up now. you click on set up now. [silence] Mm-hmm. Mm-hmm. Mm-hmm. [silence] are you like connected wirelessly or hard?
39:00
Speaker 1
No, no. I've got back in. OK so now what do I do? Yep. Yeah, I've got the link's to smart wi-fi page. Now what do I do? OK, but where do I put in the settings for my internet provider? I have a static IP. It's not dynamic. Where do I go to put in information for my internet provider? Internet settings? OK.
40:00
Speaker 2
uh no, sir. It's actually fine. So you can try to, um, power cycle your device. So just unplug it. OK. So you got connected now. Um, I think that's it. Like, um, uh, oh, OK. I see. Mhm. uh, see. Just a moment. Yeah, you go to Internet settings, and then, um, under type of internet connection, um, change it to static IP.
40:00
Speaker 1
Okay. And then I apply. Oh, I need to put the subnet in. Oops. The gateway is the same as the router, right? Okay. And then I put in their DNS servers. Backup DNS server. [silence] okay okay so the Wi-Fi seems to be working now. So I got in. So if I unplug, if I unplugged from directly, then I should be able to connect with my Wi-Fi on the laptop, right?
41:00