V2 Rubric Detail — 82dbbf28-74de-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 23:50
Duration
15m 42s
Contact
No first name No last name
Issue Type
Password/Login
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#GI00135435
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication2.50/5
Ownership1.50/5
Escalation5.00/5
Customer Exp1.79/5
Overall37.5% (+1.4)

V2 Grader Summary

The agent provided materially incorrect technical information (wrong default IP, false claim Linksys stopped manufacturing routers, non-existent 'Velop passport'), which undermined credibility and resolution. While some troubleshooting steps were suggested, key diagnostics were skipped, no follow-up was committed, and the customer remained unable to log in. This constitutes an ownership gap due to partial technical engagement without resolution or accountability.

V1 Case Analysis

Customer unable to log into router admin via web; login loops back despite correct password. Agent incorrectly stated that Linksys discontinued Smart Wi-Fi and stopped manufacturing routers. Advised local access via 192.168.0.1 (incorrect), myrouter.local, and password reset using recovery key. No model/serial collected. No resolution confirmed.

Troubleshooting Steps
  • Advised to try local access via http://192.168.0.1 (incorrect) or http://myrouter.local
  • Suggested adding HTTPS to the URL
  • Recommended power-cycling the router and disconnecting/reconnecting Ethernet cable
  • Offered to reset the router admin password using the recovery key
Key Observations
  • Agent made multiple serious accuracy errors: falsely claimed Linksys stopped manufacturing routers, gave incorrect default IP (192.168.0.1), and cited unverified end-of-support date (2029).
  • No model or serial number was collected despite being critical for accurate troubleshooting.
  • Agent failed to clarify that Smart Wi-Fi cloud access is still active for supported models — contradicted KB documentation.
  • No validation of recovery key or admin password was attempted before suggesting reset.
Positive Highlights
  • Suggested using local access via myrouter.local (correct URL per KB).
  • Mentioned the recovery key method for resetting admin password (valid procedure per KB).
  • Recommended power-cycling the router (standard troubleshooting step).
  • Maintained a polite tone and attempted to offer multiple troubleshooting options.
Agent Errors / Gaps
  • Incorrect default router IP (stated 192.168.0.1 at [06:00]; correct default is 192.168.1.1 per KB).
  • False claim that Linksys has stopped manufacturing routers (at [12:00]–[13:00]).
  • Incorrect support end-date information (2029 not verified; no such date exists in KB).
  • Misrepresented status of Linksys Smart Wi-Fi cloud access as discontinued when it is still active for supported models.
  • Did not ask for or record the product model/serial number (critical for accurate support).
  • Did not verify whether the customer’s model supports cloud access before declaring it discontinued.
  • Failed to confirm if the customer was using a supported interface (e.g., LinksysNOW vs Smart WiFi).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer remained unable to log in via browser or app despite attempted workarounds; no working login achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested local IP (192.168.0.1), myrouter.local, power-cycle, password reset, and factory reset but skipped confirming correct IP (192.168.1.1), model type, or recovery key validity.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly claimed Linksys has stopped manufacturing routers and provided false end-of-life narrative, which is unsupported by KB; this materially misinformed the customer and derailed trust in resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified login loop symptom and asked about connection type (wired/wireless), but did not probe firmware version, model number, or prior changes — root cause not established.
T2 Partially Met Appropriate tools / resources used conf 85%
No tools (e.g., remote session, log review) were used; while not always required, a login loop issue justifies tool use — agent could have offered remote assistance but did not.
T3 Not Met No misinformation conf 98%
Agent stated default IP is 192.168.0.1 (incorrect — KB says 192.168.1.1); claimed Linksys stopped making routers (false per KB); referred to non-existent 'Velop passport' — multiple material inaccuracies.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced herself and attempted structure, but long silences, repetitive prompts, and lack of control during technical discussion weakened call flow.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but failed to confirm understanding after key steps (e.g., recovery key process) and did not adapt to customer’s evident frustration with repeated failures.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call and did not transfer, but failed to commit to follow-up or document next steps — ownership was present but incomplete.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timelines were set; customer left with vague suggestions (try reset, try disconnect) and no agent commitment to re-engage.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was made, but the issue was within L1 scope (login troubleshooting); escalation not warranted unless agent exhausted options, which they had not fully done.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted at close of interaction.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent used 'I understand' and acknowledged frustration, but responses felt scripted; no personalized empathy for customer’s meticulous use case or disappointment.
X2 Partially Met Tone & rapport conf 85%
Agent maintained pace but did not adjust tone or depth in response to customer’s technical level or growing resignation; missed opportunity to rebuild confidence.
X3 Not Met Overall experience conf 95%
Customer repeated that they’d tried solutions already; agent asked them to manually test multiple access methods and consider factory reset without offering agent-side diagnostics.
Call Transcript24 turns · 25 lines
Speaker 2
Welcome to Lix continued by Sir. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.links_sub.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] [silence]
00:00
Speaker 1
I've got the work music and my internet, you know. Yeah, I have a, I have a general question about, uh, my routers. This isn't about warranty question or anything. But my question is, cuz there's really nothing, you guys don't have too much information on your site explaining anything about a couple things. So, you guys have stopped using the smart Wi-Fi login through the website. You can't go to that anymore, right? Which is where you go away and you can make modifications when you're adding devices, so you know what the devices are. And so, if I try to do it through the web application, which is the only application now you guys have, and you try to go into it and do that, it won't let you
02:00
Speaker 2
Like, thank you for calling. Thanks. Thanks. Thanks. My name is Raquel, and I'm ASI today.
04:00
Speaker 1
Yeah. Yes. Is this. Right. Right. Okay. Right. I can. I, yeah. Yeah. I can do that part, but the problem is, is because, because previously, I've seen, this issue, and I could, when I logged, when I did log in through the Linksys Smart Wi-Fi, through, through web browser, I was able to modify stuff, but now, when I go into this, when I go in through the application on the phone, which is now the only
05:00
Speaker 2
Okay. I understand regarding with the access. The the one that you've mentioned first, the Linksys smart WiFi access, that's actually for remote access. And yes, it has been discontinued. And there are two ways to log in into your router setting, which is the first one that I've mentioned the remote access. And the second one is the local access. The local access shouldn't be affected. You should be able to login in the app, using your router password. Do not as long as the you you did not use email and [silence]
05:00
Speaker 1
Another option you guys have now, I go in there I can change the information so I can update it but when I go and hit to save it it just sits there and spins. Uh-huh. Right. Yeah. Right. Yeah, yeah. And when you do that, it it just also it just either ask it for the Velop passport which when I put it in which I'm, I'm looking at my application on my phone and my tablet which has the passport to log into it. But when I do it on the web browser it just says oh, it just keeps it keeps going back and forth. It just keeps rebooting me back to the login page. So I don't know if there's something going on with the website.
06:00
Speaker 2
I understand. Actually, there are other ways to log in via web browser. It is using the Local Access Link. That will be the IP address of your router. By default, all Linksys Router has default IP of 192.168.0.1. Mm-hmm. OK. Just bring up.
06:00
Speaker 1
Maybe that I'm unaware of? Yeah, tried that once. Yes, ma'am, I used everything that's on your website and I'm getting the same the same thing. Um, yeah, cause I'm on the. Uh-huh. Go ahead. Already tried that. already connected. Yeah, and this one's actually yeah, and the one I have on now is is on an Ethernet cable but the other one, I tried connecting directly to the router. And even when I did that, I got the same result unfortunately.
07:00
Speaker 2
Have you tried...? Okay. Have you tried my router dot local? That's another link. And the... and the one that you've used to access, is it a computer? And this computer, is it connected to the router wired or wireless? Both. Okay. Uh huh. Okay, it could be, yes, affected with the update with the links to Smart Wi-Fi access, but you may also try... One of our workaround here is to try disconnecting the router from the modem. And then start the router first before powering up the modem. and to see if that helps.
07:00
Speaker 1
I don't, yeah. I just so you're aware before we go any further, talking about modem, I don't have a modem. Okay. I'm on fiber, and so with that being said, I'm actually connected through my wall, so I'm using the OET on the outside, which is how the fiber's provided. So, um, it's it's I don't have an actual modem to disconnect, so you understand it's it's consistently powered through the the actual, um, network from the ISP. So, I don't have an actual modem. It's going right to the to the mesh switch. Yeah. Try disconnecting that. Uh-huh. Yeah. Uh-huh. [silence]
08:00
Speaker 2
Mm-hmm. Okay, you may try instead the, uh, just a cable that's connecting to, into the Linksys router, the main one, can disconnect that, the cable, uh-huh. And then try to re-access the local, access using my router.local. I can add HTTPS to make sure it's a secure URL link. And then, [silence]
08:00
Speaker 1
[silence] yeah. and you said that was the HTTPS uhforforwardslash all my [laughter] router.info.info. Oh, .local. okay. I think the one I saw in there was was info they had maybe not local. I do. I do. Yeah, I see. I gotcha okay so the local one. Okay. I mean, I guess I can try those things to see what it does. But my question is too, when I when I go I pull that up and I'm on the LAN on the actual LAN And I'm going to the site again is it it's saying access7 conduct. It says router password show hint and I I already know that information. But when I plug it in though is is there a reason why when I plug the actual correct password into
09:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] you if you're using an intelligent if you have mesh system if it's intelligent not so cognitive you can use the local that info uh-huh yes uh-huh
09:00
Speaker 1
I just would keep rerouting it back to the login page every time. I mean, yeah, no, there's no error just I put in the password I know. Cause like I said, I'm accessing it right now through my phone and through my PC which I can look at the proper password for the network for that router and yeah. Yeah. Yeah. Yep. Yeah. Yeah, I think I did try that and it was no boing. Oh, [silence]
10:00
Speaker 2
it it shouldn't be uh the uh other uh possible there could be an error message but there's no error right? Okay. Okay. [silence] I would suggest if you try resetting your local admin password, there's an option to reset. No worries, it will not reset your Wi-Fi network password, just the log-in admin. Again, there should be an option for reset. Then it will ask for a recovery key, five numbers that can be found at the main or main rail. use that to update your admin username password.
10:00
Speaker 1
you know when I did it it did give me an error I think when I tried the recovery code yeah so maybe maybe maybe I need to like you said maybe disconnect from the actual wall the router power it down maybe do you think maybe a reset resetting the router just doing a restart would maybe kick it out of that funk as doing maybe yeah yeah yeah yeah yeah that's that's yeah yeah that's yeah yeah that's not happening I got too many devices that I would have to plug in all that information again so yeah I mean I'm kind of disappointed
11:00
Speaker 2
I see if OK. Uh-huh. Yes. Mhm. Yes try that. You can also after disconnecting the cable if it still doesn't work try restarting the router turn it off and turn it back on and if it's still the same and unable to access your last resort is to reset the router back to factory settings and start it like a fresh start. I understand. Uh-huh.
11:00
Speaker 1
because you guys it was a security reason why you stopped using the Linksys Smart Wi-Fi on the link online? yeah I mean uh huh oh really so you're not so you're no longer in the business of doing residential so it's going to be all commercial or something or you're just not doing you're not doing routers at all
12:00
Speaker 2
With that one, based on our uh team here, I'm not sure what is the main plan of Linksys but we're actually no longer manufacturing routers, so and and some of our routers has already end of life and some of them no longer will directly receive future updates and the recent update that we have is um ending with the Linksys Smart Wi Fi Cloud. I'm not sure with the next plan but at the moment we have, newer, no newer model number. The last model number that we have is the Velop Pro 7, the NBE 4200. [ silence ]
12:00
Speaker 1
uh when was that? when was that brought on to the market? wasn't that a couple years ago? like 2022, 2023 maybe? 2 years ago, so 2020 and what's the end of life on those ones? [silence]
13:00
Speaker 2
Sentence, after that there's we don't have a new router that's currently manufactured that's non-sentence. Yes, we stop we stop manufacturing Linksys routers, but we haven't uh no update yet, when will be the next device, next router, so there's no update yet. Yes, I could yeah, like uh around two two years ago two to three years yeah.
13:00
Speaker 1
[silence] yeah, no worries. I understand. Yeah. Oh my gosh, three years from now. Wow. Okay. Well, I'm going to use some of the tips you told me and I'll go from there and try if that if that works. If it doesn't, I'm just going to I guess I just deal with it. I mean it's not really a big deal, but I I like being kind of a little meticulous and having and knowing what item that I have connected, so I can identify it when I'm having an issue. It makes it a whole lot easier as opposed to me looking at the item then going to the other thing that's connected trying to find the Mac, you know, and then identify it from that way. Okay. Okay. Yeah. No. No, thank you. Thank you for [silence]
14:00
Speaker 2
Alpan double checking it I think that's uh let me here because I I it haven't added yet. Okay so based on the website it will end its support 2029. Uh-huh. Okay. Okay. Truly understood. All right. Anything else? Any other questions?
14:00
Speaker 1
for giving me that information appreciate have a good night take care I never taught are you serious what do you have lawn Hmm. You can have my back on this thing. are you serious what do you have lawn
15:00