V2 Rubric Detail — 8232aef4-601d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 13:58
Duration
14m 53s
Contact
Nabhan Mohamed
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00132231
Support Country
United Kingdom
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Having Access Router_EA9500

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall41.0% (+17.0)

V2 Grader Summary

The agent partially advanced troubleshooting by suggesting offline access and identifying factory reset as a last resort, but provided materially inaccurate information about app and cloud limitations. While some call control and empathy were present, the lack of tool use, full resolution, and clear next steps left the issue unresolved despite reasonable effort within constraints.

V1 Case Analysis

Customer unable to access router admin; redirected to Linksys Now page. Agent provided incorrect IP (191.166.1.1), suggested disconnecting modem, and failed to mention 'Log Into Router' button. No resolution achieved.

Troubleshooting Steps
  • Suggested using myrouter.local
  • Suggested accessing router offline with incorrect IP (191.166.1.1)
  • Advised disconnecting router from modem
  • Suggested factory reset as final option
Key Observations
  • Agent provided incorrect router IP address (191.166.1.1) at [14:00], which is factually wrong and contradicts KB.
  • Agent failed to mention the 'Log Into Router' button on the Linksys Now redirect page—a standard, documented workaround.
  • Agent incorrectly suggested disconnecting the modem from the router to access local admin, which is unnecessary and misleading [13:00].
  • Agent did not verify whether the customer successfully accessed the app or understood instructions, leading to confusion.
  • No case number was created or referenced, violating case management protocol.
Positive Highlights
  • Correctly identified and confirmed the router model (EA9500) and serial number [06:00–08:00].
  • Collected customer name, email, and acknowledged the urgency of the ISP change.
Agent Errors / Gaps
  • Provided incorrect local router IP address (191.166.1.1) instead of 192.168.1.1 [14:00].
  • Failed to inform customer about the 'Log Into Router' button on the Linksys Now redirect page, which is the correct workaround.
  • Suggested disconnecting the modem from the router to access local admin, which is not required and misleads the customer [13:00].
  • Mischaracterized the cloud service change, implying local access is broken by design rather than explaining the redirect mechanism.
  • Did not create or reference a HappyFox case, violating documentation protocol.
  • Ended call without confirming outcome or setting a follow-up, leaving customer stranded before critical ISP change.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never regained access to the web interface; issue ended with customer having to try offline access or factory reset without confirmation of success.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent suggested trying myrouter.local and proposed disconnecting from modem to test local access, which are relevant steps for a redirect issue.
R3 Met Correct resolution path conf 95%
Agent correctly identified factory reset as the last resort for an inaccessible router, aligning with KB guidance when login fails.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified the symptom (redirect to Linksys Now) and asked about the URL used, showing initial diagnostic intent.
T2 Not Met Appropriate tools / resources used conf 96%
No remote session, log review, or browser/network diagnostics were used despite the nature of the issue requiring deeper investigation.
T3 Not Met No misinformation conf 98%
Agent incorrectly claimed the T-Mobile app blocks web login and stated cloud changes broke local access, which contradicts KB documentation.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent framed the interaction initially and attempted transitions, but long silences and repetition indicate lapses in control.
C2 Partially Met Confirmed understanding conf 89%
Agent used some technical terms but adapted slightly by confirming understanding; however, jargon like 'cloud services' wasn't explained.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent stayed on the case and offered two potential solutions (offline access, factory reset), but did not follow up or take further ownership.
O2 Partially Met Proactive follow-through conf 90%
Agent suggested next steps (try offline, then factory reset) but provided no timeline or commitment to follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; nothing to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted based on the issue type and available resolution paths.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent remained polite but did not acknowledge the customer’s urgency or frustration about losing internet the next day.
X2 Partially Met Tone & rapport conf 88%
Agent maintained engagement and responded to customer input, though repeated serial number requests increased effort.
X3 Partially Met Overall experience conf 87%
Agent avoided unnecessary holds but asked customer to repeat serial number and perform all troubleshooting independently.
Call Transcript28 turns · 29 lines
Speaker 1
Hi there. I'm having an issue with connection to the web to the web portal for my router. I'm able to access the router settings through my iPhone mobile app but since today when I'm trying to log in via the r with the browser it just redirects me automatically to a different website. I'm not able to actually log into it log into my router. II
00:00
Speaker 2
Welcome to Linksys support. To assure, quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. My name is Evan and we'll help you today. [silence]
00:00
Speaker 1
I need to log into it via the web portal to be able to change the pppoe information because tomorrow I'm changing my ISP.
01:00
Speaker 2
Can I ask what's the specific address on the website? Lastly, can you also try my router.local?
01:00
Speaker 1
the dark blue page, but automatically it's, it's redirecting to a white page that says linksys trying to reach linksys now. If you're trying to administer linksys now Wi-FI 7 router and you're having trouble please refer to the different causes listed on this page. It made it to one of these reasons, but it doesn't give me the option to actually try to log in to anything. And I tried from well it doesn't work on the mobile because they ask you to download the app. And I tried from my Windows PC and two different Macs. And it's the same thing, it just redirects to the same thing. Well, on my cell phone, you can't log in through the web portal because they ask you to download the T-Mobile app. You can only log in via the mobile app, the T-Mobile app. Um, so. Yeah, I'm logged into it, except there's a problem is internet settings is not available through that app for some reason. So I need to access. [silence] again?
02:00
Speaker 2
On your cell phone, when you entered the Linksys app, were you ever able to enter the Linksys app? Yes. Do you have the Linksys Smart Wi-Fi app? Hm? Can you go back to the Linksys Smart Wi-Fi app? Can you open your Linksys Smart Wi-Fi app?
03:00
Speaker 1
Yeah, sure. Yeah, I'm on it. Yeah, and then advanced settings, and internet setting is not there. I only get port settings, Wi-Fi MAC filters, and local net with settings. Internet settings is not available. Yes, that's correct. That's correct. Yes, that's the first time.
04:00
Speaker 2
Now, on the dashboard, click on the three lines at the top left. Did you? Yes. Uh-huh. So on On advanced settings port settings Wi - Fi Mac and local network is the only one showing up. Internet settings is not visible. Is that correct? Thank you so much. Before anything else, can I also ask, is this your first time calling link? All right. Since this is your first time,
04:00
Speaker 1
So my first name is Natat. So it's spelled November Alpha Bravo, Hotel Alpha, November. And my surname is Mohammed. So Mike, Oscar, Hotel, Alpha, Mike, Echo, Delta. That's correct.
05:00
Speaker 2
What's your first and last name? Thank you so much. Naban. Muhammad. What about the email address as well? Mm-hmm. Thank you so much. Naban.muhammad@gmx.com. And the phone number that you're calling from?Silence. This is the system calling.
05:00
Speaker 1
No, that's the one. Yes. uh, yeah, I should be able to. I'm just going to go on the website. I know it's an EA 9,500. And I'm going to go, just a second. I'm going to just go on the router. Turn it around. The serial number. Yes, that's the model. Yes. So the serial number is 17.
06:00
Speaker 2
is it yeah no nine four four nine zero nine can you provide me the serial number of the links is device I'm sorry, the serial number. What's the serial number? You mentioned the model was an EA 9500, is that correct? [silence] Thank you so much.
06:00
Speaker 1
Alpha one zero. And then let's say Jack. Alpha one zero. 0 9 6 0 7 1 3 8. Yeah. No, J for Juliet's. So I just repeat. So 17 Alpha 10 Juliet 0 9 6 0 7 1 3 8.
07:00
Speaker 2
I'm sorry. What was it that. Was it one seven a. Like alpha. One zero m. Like merry. And what comes after that. Uh-huh. All right. Okay. So make sure if I got it right. Was it one seven alpha. One zero Jacob. Zero one seven three eight.
07:00
Speaker 1
Now, if you've missed a couple of numbers, there, so it's 17 alpha, one-zero Juliet, 0960-7138. Yeah. So I'm with plus net and tomorrow it's moving to EE. So I really need that to- yes. So, if uh, if I can't change the username, um on password, I'll be without internet tomorrow, so- Yeah. [silence]
08:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Thank you so much for that one. 096 07138. Is that correct? Thank you. And who's the ISP? Plus net to U. In terms of -
08:00
Speaker 1
Yes? Now the problem is, I can't access the internet settings of my router. So I can change it tomorrow, when the internet changed. That's the problem. I'm using my own router. I'm not using the ISP router. So, I need my own; my own router.
09:00
Speaker 2
mm-hmm. Hmm. Yes. For... for... for PPPPELPSO credentials, it does not retain those credentials when you change internet providers. For example, the current PPPPELPSO credentials is set from Plusnet, but you mentioned tomorrow you'll be changing two EE. So that PPPPELPSO credentials will no longer be valid once you change internet providers.
09:00
Speaker 1
Yes. I need to be able to access the internet settings so I can change the username on my router. Because at the moment, it's at BT.net. And I need tomorrow it's BT home hub@BT.com or something like that. So I need to be able to change that. And I can't because the internet setting is only available for the web portal and I don't whenever I try to log into the web portal, I'm transferred. I'm redirected to a default screen that never connects. So it seems like an error with it. Yeah. Just so that and so that we can I can be able to help you better. Can you tell me your full address?
10:00
Speaker 2
Okay, currently the provider is now EE, because it will provide you either your new PPPoE credentials or they'll set their own internet to a different settings instead. [silence] All right. [silence] Yes.
10:00
Speaker 1
from from website. So that's the problem. No, I'm using a normal, yes. Yep.
11:00
Speaker 2
[ silence ]
11:00
Speaker 1
All right. Well, the first, is my computer is connected directly via ethernet so the first one is not the solution and the second one, that means that we'd have to reassign um
12:00
Speaker 2
to the Lynx router and try accessing it one more time if it still would cannot work your last option is to consider doing a complete factory reset so it will wipe out every settings that's done and allows you to set it back up from scratch and it will also allow you to open the Lynx smart Wi-Fi settings back again as well those are the current only two options left for the unit in terms of any further troubleshooting it is no longer eligible on our end.
12:00
Speaker 1
All the IP address to specific devices. The problem is, it's used, I used to be able to access the web portal, and I don't know what's going on, but now Linksys doesn't give the option to log into it. That's [silence]
13:00
Speaker 2
Now, recently, we have just changed settings in terms of cloud services in logging into the Linksys routers, specifically on smart routers. Cloud connection is no longer available, which also impacted the log-in access locally. That's why there's this specific issue right now. You can try signing into it offline. And when we mean by offline is, disconnect the router from the modem and try accessing it again to see if you can access it.
13:00
Speaker 1
Okay, so, I can try it without being connected to the internet and just use the router IP address so 191. 166. 1. 1 and see if it's not... Okay, that might work. Okay, I'll try that. Okay. All right well, uh thank you for taking your time to to make the call and uh uh I'll alright. Okay. Thank you. Thank you. Bye. Bye.
14:00
Speaker 2
while it's not connected to any internet connection. If however, it still would not work, factory reset is your last option. Yes. All right. [silence] All right, so once again, thank you so much for calling Linksys as well. Take care and have a great day. Goodbye for now. [silence]
14:00