V2 Rubric Detail — 8246348c-7a27-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 17:15
Duration
34m 34s
Contact
Gerald Murray
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#LTS00136208
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
Sentiment Trajectory
Ticket subject: Changed the Admin
Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall80.8% (+20.8)

V2 Grader Summary

The agent successfully resolved the admin password reset by leveraging the recovery key and mobile app, providing technically accurate and appropriate guidance. While call control and empathy were suboptimal, the agent demonstrated ownership, adapted tools effectively, and achieved resolution without escalation. The interaction reflects Partially Met ratings in communication and experience due to lack of framing and customer effort, but does not meet auto-zero thresholds.

V1 Case Analysis

Customer reset admin password using recovery key (67280) via Linksys app after web UI error 2298; new password set. No login verification performed.

Troubleshooting Steps
  • Confirmed presence and status of all mesh nodes (solid blue light).
  • Guided customer to locate and use the five-digit recovery key on the parent node (KB: linksys_now_login_admin.md).
  • Directed customer to use the 'Forgot password' flow on the local web interface.
  • Recommended using the Linksys mobile app to change the admin password after web UI failure (KB: linksys_cloud_account.md).
  • Explained password complexity requirements revealed by the app.
Key Observations
  • Agent never asked for or recorded the specific router model or serial number (protocol miss).
  • Call flow was unstructured; agent jumped between topics (temperature, IP addresses, clocks) without clear transitions, reducing efficiency.
  • Agent did not verify that the customer could successfully log in after the password change, leaving resolution unconfirmed.
  • Agent incorrectly suggested error 2298 requires a full reset ([21:00] 'the reason why... error message 2298 is... requires resetting the whole thing') — KB does not support this claim (linksys_now_login_admin.md).
  • Customer successfully resolved issue using agent's alternative path (Linksys app), indicating useful troubleshooting despite protocol and efficiency gaps.
Positive Highlights
  • Correctly identified and used the five-digit recovery key method for password reset, per linksys_now_login_admin.md.
  • Accurately explained the router's password complexity requirements after they were revealed by the app.
  • Offered a valid alternative path (Linksys app) when the web UI produced an error, demonstrating adaptability.
  • Maintained a calm and professional tone despite customer's tangential questions and technical depth.
Agent Errors / Gaps
  • Missing collection of product model/serial number and warranty verification (protocol).
  • Did not confirm successful login after password reset (resolution verification).
  • Provided incorrect technical advice by suggesting error 2298 requires a full reset — KB does not support this claim (linksys_now_login_admin.md).
  • Allowed call to drift into off-topic discussion about NTP clocks and port filtering without refocusing on primary issue.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms success: 'All right, I think it’s working' and 'I'm good' after resetting the password via the app.
R2 Met Diagnostic thoroughness conf 95%
Agent guides customer through powering nodes, using recovery key, switching to mobile app when web UI fails — logical troubleshooting sequence.
R3 Met Correct resolution path conf 97%
Agent selects non-destructive recovery path first, then pivots to app-based reset when error 2298 occurs — appropriate for forgotten admin password.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies symptom (forgot password, error 2298) and asks about browser, but never asks for model number or checks firmware — missed opportunity to tailor guidance.
T2 Met Appropriate tools / resources used conf 96%
Agent appropriately uses both web interface and mobile app — correct tools for password reset; leverages app to reveal hidden password rules.
T3 Met No misinformation conf 97%
Agent correctly states operating temp (32–104°F), password policy (10 chars, upper/lower/number/special), and recovery key function. All consistent with KB or general product behavior.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains presence but fails to set agenda or manage transitions; long silences and disjointed flow suggest weak call control.
C2 Partially Met Confirmed understanding conf 82%
Agent uses plain language and adapts by switching to app, but does not confirm understanding or adjust for customer’s visible frustration and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case throughout, attempts resolution directly, and does not transfer or disengage despite complications.
O2 Partially Met Proactive follow-through conf 80%
Agent suggests using the app and setting DHCP reservations, but provides no timeline or follow-up commitment.
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 97%
Agent correctly determines issue is resolvable at L1 with recovery key and app — no escalation needed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent does not explicitly acknowledge frustration or apologize, but stays patient and continues helping — avoids impatience or defensiveness.
X2 Partially Met Tone & rapport conf 83%
Agent adapts by switching to the mobile app when web UI fails, showing responsiveness to customer’s technical struggle.
X3 Partially Met Overall experience conf 80%
Customer performs multiple manual tasks (find recovery key, check IP addresses), but agent eventually reduces effort by guiding to simpler app-based method.
Call Transcript45 turns · 57 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. [silence] Uh, hi, Gerald. This is Paul from Linksys. Hello, sir? [silence] And this call is recorded for quality assurance purposes. Hello. [silence] Um, Gerald, probably I'm [unintelligible] right now, but, uh, my [pause] [silence] Hello? Oh, hi. Uh, I'm looking for Gerald, uh, Morry? Oh, really? Uh, anyway, yeah, uh, you were trying to access the interface and tried several passwords. Were you able to get in?
00:00
Speaker 2
Hello? Yes. You've got me. I'm not sure what happened. I You couldn't hear me, but I could hear you. Yeah. Right. So my question is I'm not sure how much of my story you heard, but the thing is, I had [silence]
00:00
Speaker 1
[silence] Okay. [silence] All right. [silence] Okay. [silence] Okay. Okay. [silence] Okay. [silence] Before I answer the questions sir, um, since you are going to make some changes to the interface of the ParrotNode, are you changing the Wi-Fi password? Admin password? Uh, it will be best that you're going to [silence]
01:00
Speaker 2
Put some appliances, um, which I had to connect to the network.
01:00
Speaker 1
Oh okay. Well, uh, you have to power on that node, Gerald. Uh, cause uh, if it's off right now, it will not um, uh, I would sa associate to the other node. It has to be on. Okay. Right. Okay. Well, um, you're. Sorry, uh, while you're doing. Oh, the nodes. Okay. Um, thank you, Oh, great. And, um, I'm just gonna go, I'm just gonna power them on, okay? I have a quick question, sir. Uh, how long has it been?
02:00
Speaker 2
I screwed up the admin password and I think I may need to reset it. So, yeah, I was thinking that. I was thinking that, but I thought I'd better ask. Okay, I'm going to go around, power up the other nodes. Hold on. and you called me back on the cell phone, which means I can walk around and talk to you. Um, so just gotta plug all five of these guys back in and make sure they come up. Actually, I've got two more I I'd like to have two more on order.
02:00
Speaker 1
Have you had the nose, there? The five child nodes? Okay. How long have you had them? Okay. Oh, I see.
03:00
Speaker 2
Oh, well, there are four child. Total, system total is five, the child nodes is four. Maybe, maybe a year and a half, I'm not sure. And there really, no changes. It's just that one time, I guess I got forgetful and I was confusing the the [inaudible] admin password with the router password. And I don't want to change that. You know, the land, the Internet, the land password because got a bunch of devices and I'm happy with the password. I'm not having any trouble. It's just that I've managed what I wanted to do is go in and configure some things like DHCP reservations, which which reminds me. So, what happens is I I started to power up two nodes say it's okay. I can hook it up. I can hook it up.
03:00
Speaker 1
okay. usually it takes uh uh two minutes for it to boot up and yeah while you're powering them on just to inform you ah Gerald okay you said you had this uh uh a year and a half okay? now um this uh node has a three years complimentary assistance and warranty and if a if it if it may lead to a hardware problem in the future okay? Uh we may need uh to have the receipt here okay? The receipt. Um do you still remember? silence oh I see. Ah I see. Okay. Uh we're not gonna gonna need that one right now. Uh I'm just letting you know.
04:00
Speaker 2
Let me find the third one. I got one flashing red here. I guess it just hasn't linked yet. Yeah, What's wrong with it? So the receipt would come from Amazon. In fact, all of them came from Amazon. So what happened is I can always print another one. I think what happened is I... I think I made... I think I purchased three units and then later I purchased two more and now I'm on purchase
04:00
Speaker 1
I see. Yes, sir. Solid blue, green, turquoise. Any, um, yep, Um, I'm still here, sir. Yep. Mm-hmm. yeah, when you power it on, it's going to start with the solid blue and blinking blue, and after two minutes, that's the final solid blue. That that's the good one. But mm-hmm. Okay. All right?
05:00
Speaker 2
Still there? Still there? Okay, hold on. All right solid blue. Solid blue. Yeah. Yeah. I've got three out of four child nodes all powered up now. Let me um, get the last one. Yeah look solid blue on all of them. I've forgotten my um, I've forgotten my DNS names. Uh, give me a moment on that. Um, all five of them are up it appears. How many can I have?
06:00
Speaker 1
All right, okay. I want to answer that question. Give me a second. It's actually no links this website, sir. Okay. Give me a sec. Uh. I was asking about the temperature.
07:00
Speaker 2
No, it's not the right address, hold on. Yeah, what's the operating temperature? I have a building behind the garage and it's not air conditioned and it's not, no air conditioning, no heat, so it's going to be hot in the summer and cold in the winter. I just don't know, I'm just wondering if I should try one out there and of course that might be a bit of an abusive location. Everything else is in a room which is air conditioned.
07:00
Speaker 1
was, were they all, All solid blue, let me let me know, so, so, because I'm gonna walk you through where to, okay uh, okay yeah, i'm going to answer your question now, the operating temperatures, sir, it's gonna be uh 32 to 104 Fahrenheit. [silence]
08:00
Speaker 2
are They're all salty. It's just that I'm looking for something. I'm looking for the, um, the IP addresses of my four child nodes, uh, because I wanted to ping them. Uh, I forgot. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. [silence] That's a little marginal because although the temperatures don't normally get to 112, you know, the unheated building might, you know, oh, the un air conditioned building might. It's it's tempting. Maybe they should just put it out there only when I need it. Um, um, um, give me a moment. Oh, darn you. One, three, 26. E nodes, XLS X, E nodes. Oh. Oh. Come on. It was Microsoft. This thing's running slow. Ah, come on. Not that hard a problem. Uh, gimme a moment. I'm still trying to verify those addresses. E, C DRIVE. Nodes. Nodes.XLSX. All right.
08:00
Speaker 1
Sorry, 11 to 14ter, uh - oh 14ter, um, is that an IP address?
11:00
Speaker 2
All right. My and my addresses are going to be at 11 2 14. Yeah, just of all right, 11, 12, 13. I couldn't remember what I signed, so I had to look it up. And 14. Give me a moment. All four of the child nodes are running and responding to pings. Okay, so I guess we're ready to go back to the screen and try this. Let's say the reset password field.
11:00
Speaker 1
dooooooo connectivity to do that's her. it's on the left hand side. connectivity. ah, okay i got recovery key uh you're gonna use the recovery key of the parent node server. okay. okay.
12:00
Speaker 2
Oh, give me a moment. Hey Rosie, I'm going to need to call you back, okay? I'm on the, I'm troubleshooting a network problem, I'm talking to Linus. I'll call you when I can, though. All right, bye. It says, right now it says, reset admin password, enter recovery key. That would be you. Right. I can see the diagram showing me where it is. Now I'm going to go look at the router and see what it is. Lower right-hand corner. Oh, there we go. 6, 7, 2, 8, 0. Again, I was afraid to change the password because I didn't want to go changing the uh, passwords and all the clients, but again,
12:00
Speaker 1
Uh, yes, sir. Yep. A little bit. Want to? Nope. Uh, what? Okay. Now once you entered your admin password, you should be seeing there a Linksys blue page, and that is the interface.
13:00
Speaker 2
I'd forgotten, the difference between the, let's say the, the password for the, for the web network versus the, the admin password for the routers. So, 67280 submit, right. Okay. And again, we were talking to all five routers when this, Oh, boy. Oh, I only get one try at this? It doesn't, it doesn't, um, ask for verification? You know how you sometimes put, you have to put the password in for, you have to put the password in twice, but apparently not this time. Okay. All right. All right. Yeah, stay there. Uh, the account holder will be notified when the password's been reset. Okay, I've, I've typed in the password and I just clicked on the eye to make sure that, you know, it's not being echoed. So I made certain that it sec the password, uh, unexpected error, if it could, yeah, I may have tried this before. We have an unexpected error. If it, it continues by the tech support thing. So it details. Um, oh dear. There's something here, but I can't read it. It's a, um, yeah, I may have tried this before and hit the unexpected error which I then forgot about. All right, there seems to be an unexpected error here. I don't know why.
13:00
Speaker 1
It's OK. That's optional. I'm sure you did because it will not brought you that page if it's the wrong one, sir.
15:00
Speaker 2
Let me make sure I copied that five digit number correctly. Okay. so I wouldn't get that expectations. Okay. doesn't get that far. Okay. 6-7-2-8-0. All right. Unless I want a power clear this damn thing before we do this. Okay, I have a um. Am. that says create a new admin password and hint. For the third time, I'm going to click reset. Okay. it says unexpected error 2298. Go to the technical support site. I don't know, maybe say error 2298. [silence]
16:00
Speaker 1
That nine eight. That's your message. All right. Um, what is the, um, browser that you using, sir? Is that Google, chrome, um, Microsoft? Let's try Google, sir. Yeah. Hmm.
17:00
Speaker 2
Yeah. Uh, there you go. I got a, I went to click on that, the tech support page, and I got a 404 error. What is the, uh, It's, it's, um, it's Microsoft Edge. Should I go, should I go to Google? Yeah. Okay, paint the... 192.168.1.1. Why am I getting a warning? Sometimes people tell me it's something like browser cookies, which can get you into trouble. Uh, continue. All right. Give me a moment. advance to what I want to say is just go ahead with this error, 6, 7, 280. six seven 6 280. Okay, gotcha. UH we are here on Chrome and I'm going to go to the lower right where it says reset password, and to recover
17:00
Speaker 1
Hmm. Meanwhile.
19:00
Speaker 2
recovery key six seven, two, eight, zero and submit. Hello. Waiting. Let's see. All right. The password hint. The hint is quarter to ten. And the password. Hello. What sort of passwords? I'm trying to remember what I'm doing here. Unexpected error two two nine eight. [silence]
19:00
Speaker 1
do you have the link to this app with you sir? yes so we can also change the admin password right there all right I can hear you sir yes because on the app because on the app Oh, okay. All right, I'll be going to walk you through now with it. On the upper left, you have uh, Three lines there. The uh menu bar and then go to network administration. All right. And you have there reset, password and hint. Yeah, I forgot the exact words, sorry. Anyway. Now, the reason why, I wanna go this route, Geral, because the error message 2298 is um, if you wanna access the interface, okay, this requires um resetting the whole thing, sir. So if you're just calling today just to change the route, password, then we can just go to the LinSys app.
20:00
Speaker 2
Right. Yep. Okay. Uh change password and hint. Yeah. It's. So, it wants me to put in. All right here. Okay, here's the thing that the, this thing just told me something. This, this thing just told me something that the other app did not tell me. It's a.
21:00
Speaker 1
okay oh okay alright I'll take that right so that's yeah well it should tell you that this is a minimum characters and um Yes it could be that do you wanna try it to the computer oh okay [silence]
22:00
Speaker 2
10 characters. It has to have an upper lowercase, one number, and one special. So what happened is, the phone app is telling me something that the other app didn't. Okay? And that might be the key that might be the key to doing this. Okay. um. Yeah, the other it wants 10 as a minimum. It wants an upper and a lower, it wants at least one number, and one special. So, well, I can't have the same password twice in a row. And I need, hold on. So I've got to pick a new you. Um. Give me a moment. [silence] You're more then—H on [silence] [silence] O and shoot. Hey I got the screen up but then I lost it. Give me a moment. Um So I'm trying to save it. Change was saved. Okay. Can you hear me? The change was saved. So what I'm going to do is I'm going to go back to the computer and I'm going to try to log in. Um [silence] maybe using edge again but if that doesn't work I'll try uh Chromeuh I do an https Yeah so I guess I accidentally changed my password when I didn't want to butuh and the password rules are tougher than I thought but the problem is the online app didn't tell me how tough it was. So it errored out but it didn't give me a reason. you know yeah you know the interface the web interface did not give me uh right axis vel up and I'm going to try the password that I just created.
22:00
Speaker 1
All right, it copied. OK. Mm. It's OK. Yeah. Mm. OK. OK.
26:00
Speaker 2
All right. I think it's working. Okay? So the thing is, by you taking me over to the app, the phone app, I learned something that I didn't know using the computer interface. that there are rules, that there are password rules here. I mean, you know, it's not I'm certainly used to password rules, it's just that I didn't know there were any here. Yeah, cause they didn't tell me. And if I'd looked in a book, I might not have picked it up picked up on it anyway. All right, so it looks pretty normal. Um, what I may do, oh, I got another question for you about filtering. I have a couple of clocks on order. And they the clocks, they're they're they're wall hanging clocks and they get
26:00
Speaker 1
Colonel Teppen sir. Mm-hmm. Okay. Yes sir. Mm-hmm.
27:00
Speaker 2
Sure. There's time by doing wireless to you know, on a wireless network to an NTP server. Okay. Technically. The wireless clock to talk an NTP server, you know, network time protocol. So the question is, I've read that maybe the performance of these clocks would be get better if I put in filters, that if I limit it to NTP and uh, what's the other one maybe DHCP or you know, DNS, you know, limit the number of ports that they will be uh, limit the number of um, ports that will be appearing on the uh, on those particular devices. So have you ever heard of that before, like improving performance of certain devices by blocking ports? Because I would think that what these things would need maybe DNS and DHCP and uh, ping, which is ICMP and then what's the other one. [silence]
27:00
Speaker 1
uh, Gerald, uh, these are clocks, right? You say it's clock. Okay. Now, I don't wanna - for DNS, uh, I, I can give you that. I can walk you through, uh, how to put the DNS, okay? That, okay. I see. I see it. Okay. Okay.
28:00
Speaker 2
Hey, like PING like ICMP, DNS, NTP and one more I can't remember right now. Give me a moment I'm gonna. All right, let's try DNS. Right, Well, I don't have I don't have the clock yet, so I don't have the addresses. Um, I don't have either address. I'd run the address systems. Yeah, I think because I would not want those addresses changing on me. What I would do is nail them down using, uh, you know, DHCP reservations. Uh, so DNS, DHCP, NTP. Yeah, ICMP if I want to try ping and NTP. And what all I have to do, I think they're all I think they're all UDP ports. I'll have to look them up, you know, but uh. think, um, can I do port filtering? Let's say, to limit those, you know, take the addresses, both the Ethan addresses and the Mac addresses, you know, the IP addresses and the Mac addresses for those two devices and limit it to DNS, DNAHCP, ICMP, and NTP. And again, I will have to look up those port numbers. I'm pretty sure they're all, um, I think they're all UDP because these are not, you know, based. You know, conversations. You know, so I don't make character, right? Now, what I'll do is I'll just try the clocks out of the box and see how that goes. Yes, router settings. I do have ports going on a different device for a different reason. So, I get the admin password. Uh, password.
28:00
Speaker 1
The connectivity is the time zone, okay? Since this is a clock and you're about to pick this up, and you're still looking for the port numbers, okay? Um, oh yeah. I just yes I just wanna show you this, sir, okay? Uh under connectivity, you can change the time zone there, sir, okay? It's that's a clock, so if you wanna synchronize that to the time of your router, you know, of course, uh this will set the timer, yeah? Something like that or uh a clock, so it should be synchronizing. Okay. [silence]
30:00
Speaker 2
but the thing is, they work by NTP and what they need is an offset. So I've seen they're offsetting to, they're doing the offset to UTC time, which is the way DNS works. Oh, the way NTP works anyway. Uh, yes. Right now I'm running, I have a reason for wanting two different time zones, um, for that's what the two clocks are for. Uh, and what they do is they reset every minute. You know, they're supposed to be, high accuracy, they're supposed to be, speed, stability.
30:00
Speaker 1
hmm I see that's why they have to open ports okay I see uh is that under security sir is under security [silence] hold on to that you're almost there sir okay
31:00
Speaker 2
reset every minute against an NTP server. Mhm. And I think you have to, you know, I, I don't think they depend on upstairs, but, uh, where do I find port forwarding? Is it under internet settings? All right, I think I'm in the wrong tab. Um, give me a moment. I think I'm going to have to get out of this node and go to, um, again, because I screwed up the password. It's been a while since I've been in here, so I've forgotten things. You know, all right, security, firewall. Um, thing. SP1 firewall protection. Uh, I've, I got firewall protection on for IPv4 and 6. Uh, port service, IPv6 firewall. I'll not do that. All right, DMZ. Apsin gaming. DMZ. Yeah, single. Oh, ha. Under apps and gaming, I've got DDNS. I've got single port forwarding, port range forwarding, port range triggers. All right. But that's the gaps in gaming. I may have configured some things, I may have lost them. Um, do I have an application? I haven't used it in a little while, which, uh, requires, uh, filtering. I may have forgotten how to do this. So, but I think I'll be okay. I've done it before. All right? So, I guess by trying the app, by going to the phone app, which was your advice, we learned something, that's saying on our, on a password change, we have to go with the 10 minimum, one upper, one lower, one special, one number. And no, and no, and no, um, no repetitive characters. So that's, that's pretty tough. You know, yeah, okay. That's pretty, but even if it wasn't,
31:00
Speaker 1
Iron. It's okay, sir. Is there anything else, Gerald? Uh, all right. Yes, sir. All right. And to know more about the Linksys product, you can visit Linksys.com for support. You have a wonderful day, okay? Yes, sir. There is. Yeah.
33:00
Speaker 2
When I had a password chosen, which was 10 character say, no repeating characters. I go, oh, okay. I mean, even tougher than I'm used to. All right. Well, I think we're good. Uh, thanks very much. And what I'll do is to keep things organized around here, I think I'm going to set up some DNS reservation, you know, some DNS uh, uh, you know, some DHCP reservations. Okay? Uh, so I used to do this for a living, but I've gotten rusty since I retired. Okay? No, I think we're good. And if I ever have trouble, I'll just remind her to go to Amazon and grab my, uh, receipt for the first purchase, the second purchase, and now the third one. Okay? Thank you. Now, are there more than one there? Are there more than one now? I think there's a new version like Wi-Fi 6 is like, Wi-Fi 7 now, is that right? I'm happy with these. I don't know if I would outgrow them. Um, how many notes could I have? I might have around 30 configurations for all my, uh, Wi-Fi devices. Those can be uh, sorted by name and that's uh, mainly what I'm doing. Just looking for stuff by name. If you ever have trouble with your Wi-Fi, whatever trouble you encounter, just tell me about it. Chirping.
33:00
Speaker 1
all right. Thank you for choosing links this turkey. We appreciate that. you take care sir. take care. bye now.
34:00