V2 Rubric Detail — 83c21f52-5f7d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 18:53
Duration
13m 10s
Contact
Jeff Schwab
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132097
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Login Linksys App After FW Update

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall72.6% (+28.6)

V2 Grader Summary

The agent correctly diagnosed the issue and provided technically accurate, KB-aligned guidance for resetting the admin password via the recovery key and accessing the router locally. However, the customer reported ongoing login issues, indicating the solution was not confirmed effective, and the agent did not pursue further troubleshooting steps such as cache clearing or the direct UI URL. The garbled speech at 10:00 impacted call control, but ownership and empathy were maintained.

V1 Case Analysis

Customer unable to log into router or app after firmware update. Advised to reset admin password using recovery key and access via http://myrouter.local. No confirmation of success obtained.

Troubleshooting Steps
  • Collected customer name, email, phone, model, serial, and ISP information.
  • Explained that new firmware removes cloud-manager access via email/password.
  • Instructed customer to reset admin password using recovery key located on router.
  • Directed customer to access router via http://myrouter.local with new password meeting complexity requirements.
Key Observations
  • Agent correctly identified firmware change removing cloud access and gave accurate recovery-key reset instructions.
  • Agent mentioned end-of-life status but did not verify warranty or offer replacement/paid support path.
  • Customer reported being in a login loop at [11:00], but agent did not investigate or adjust guidance.
  • Agent used excessive filler and repetition, disrupting call flow.
  • Call ended without confirmation of success or next steps, leaving issue unresolved.
Positive Highlights
  • Accurately explained that new firmware removes cloud-based login for WHW01.
  • Provided correct URL (http://myrouter.local) and proper password complexity requirements.
  • Collected full customer and device information including model, serial, ISP, and contact details.
Agent Errors / Gaps
  • Failed to verify outcome of password-reset steps before ending the call.
  • Did not address customer's reported login loop issue at [11:00], missing opportunity to troubleshoot further.
  • Used excessive filler and unclear communication, including fragmented speech and irrelevant references.
  • Did not confirm warranty status or offer a formal support path despite identifying device as end-of-life.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer reported being in a loop when trying to log in with the router password; no confirmation of successful access or resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent suggested the recovery key reset and local access via myrouter.local, but did not troubleshoot the reported login loop, verify if the router was responsive, or suggest clearing cache, trying incognito mode, or using the direct UI URL workaround for blank screens.
R3 Met Correct resolution path conf 96%
Agent correctly recommended the non-destructive recovery key method to reset the admin password, which is the appropriate path for WHW01, an out-of-warranty device needing configuration access.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified the core symptom (inability to log in post-firmware update), confirmed the update was done via the app, and gathered model, serial, ISP, and node count to inform diagnosis.
T2 Met Appropriate tools / resources used conf 94%
No remote tools or diagnostics were available or required; the agent relied on documented self-help procedures (recovery key, local access) appropriate for the issue and device generation.
T3 Met No misinformation conf 97%
Agent accurately explained the end-of-life status of WHW01, removal of cloud login in new firmware, use of recovery key, password requirements, and correct local access URL (http://myrouter.local), all consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintained general control but at 10:00 delivered a garbled, incoherent segment ("Fine, more. welcome Troubleshooting...") that disrupted flow and lacked clarity, with no recovery or explanation.
C2 Partially Met Confirmed understanding conf 91%
Agent used polite language and acknowledged customer frustration, but did not confirm understanding of technical terms like 'recovery key' or 'local access,' nor adapt explanations based on customer feedback.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on the call, did not transfer, and attempted to guide the customer through resolution without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 90%
Agent provided next steps (use recovery key, access via myrouter.local) but did not set expectations for timing, offer follow-up, or confirm the customer could perform the actions.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or evident; this appears to be the first contact for this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent correctly chose not to escalate, as a documented self-help path (recovery key reset) was available and appropriate for this EOL device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted given the availability of a troubleshooting path.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy ("I'm sorry to hear...", "I completely understand") and remained patient and courteous despite the customer's frustration.
X2 Met Tone & rapport conf 93%
Agent matched the customer's tone, asked clarifying questions, and maintained engagement throughout the interaction.
X3 Met Overall experience conf 94%
Agent collected necessary information (model, serial, ISP) once and used it effectively without requiring repetition, minimizing customer effort.
Call Transcript24 turns · 26 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your company, 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. Hi, thank you for calling linksys technical support. My name is Dylan. How can I help you today? So you were doing a firmware update on your router. And after finishing the download, it crashed, right?
00:00
Speaker 1
Download. Mm-hmm. Right. That's correct. Uh, um, I can't, I can't log into the router. That's correct. So it doesn't do anything. I clicked on the forget password link and and it, it did open up the browser, but then the uh, the login tab uh, that's on that page doesn't do anything. [silence]
01:00
Speaker 2
Let me just notify that one here, sir. Okay, and you were unable to connect back to the router, or to the Wi-Fi? I see. I'm sorry to hear about the issue that you're having right now, sir. Do you mind providing me the error showing when you try to access the web user interface? Just to confirm with you, sir,
01:00
Speaker 1
on the linkage system app that's correct that's correct I can't log into the app that's right I guess that's correct yep no no it just yeah right I'm trying to use that right now
02:00
Speaker 2
We're where did you perform the update in the firmware? Did you do it on the web user interface or on the Linksys app? Oh, okay. So it was on the Linksys app. So right now you're unable to uh log in to the Linksys app. No no error at all. So [silence] so when you log into the Linksys app, what did you use? Did you use email and password?
02:00
Speaker 1
That's correct. And when I, when I love, when I type in what I think that is, it says incorrect. Yes. That's correct. I guess we did what we could do. Jesse F yeah S J E S S. Last name last name Schwab S-C-H-W-A-B. [silence]
03:00
Speaker 2
Have you tried to log through a local access on your on your router logins and your, uh, it is also unsuccessful. [silence] all right, sir, so let me just run some verification with you and let me create a quick record here in order for me to proceed further. [silence] um, let's start with your full name? [silence]
03:00
Speaker 1
My name, Jeff Schwab@rocketmail.com. That's correct. I can, uh, going with the model number is WHW01.
04:00
Speaker 2
Schwab, okay. Thank you so much for that one, sir. what about your email address? Okay. Okay, so it's Jeff. Schrab@rocketmail.com. And let me also verify your phone number. Uh, it's one, uh, it's 6185999507. alright Uh thank you so much for that. Now, can you provide me the model number and the serial number of your lane sis router?
04:00
Speaker 1
ready for serial? two 5f 10609903436, that's correct spectrum [silence] Free?
05:00
Speaker 2
Yes, sir. All right. Let me just repeat that one, sir. It's 25F for Fox Strut 1 0 6 0 9 9 0 3 4 3 6. All right, sir. Thank you so much for that information. Okay, and may I also confirm, sir, who's your internet service provider? Spectrum. All right, thank you so much for that. All right. And uh just to verify with you, sir, how many nodes do you have. Three nodes. Okay. Spectrum. All right. Okay, so here's the thing. Um, Sir Jeff, you know, um, we actually have a new rollout with a new firmware update for the WHW zero 001 routers wherein, um, we have, I mean, we, the access to the Linksys mobile app set up was removed especially the access using the, um,
05:00
Speaker 1
okay. I have not, no. [silence]
07:00
Speaker 2
the cloud manager or the email and password, so you would no longer, uh, be able to access the Linksys app using the email and password with the new firmware. Um, you can only access it through locally. Um, you've mentioned that you have tried using the router password, right? But have you tried resetting the router password? I see. Um, you can try to reset the password, the router password. So, well, it, it's just the router password, so it's going to be your admin password. It's not really your Wi-Fi password, so you can, uh, change it anyway. Um, it would ask you for the recovery key, which is located, um, underneath the Linksys router as well.
07:00
Speaker 1
Yep. I've got that on the. I saw that. Yep. So you're suggesting, you're saying reset the local passwords, what you're saying. Okay. Yeah. Yeah, we didn't get that far. I see what you're saying. So just put the recovery key in there? Okay. Okay. one special character. Yep. Okay. Okay. So I should just go ahead and pursue this. Okay. Okay. Okay. So, so maybe it didn't crash. Just one.
08:00
Speaker 2
Yes sir, yes sir, that's it. for you to be able to access it. [silence] Yes sir, yes sir. Once it asks for the recovery key, it will ask you for new new router password. You have to ensure that it's uh, it has 10 minimum characters with special characters on it, with uh one digit and uh one capital letter. Yes sir. Yes sir. All right.
08:00
Speaker 1
it's not, that's not going to be available now that there's new, there's new firmwares, what you're saying. Okay. Yeah, I, I understand, it's old. I, I get it. I completely understand. And, okay. Well, do you mind staying on until I get in? What? There. Okay. Oops.
09:00
Speaker 2
Yes sir, yes sir, guess technically um, these m-m-m-m-m-m models that you have right now is actual already part of our end of life devices, so we no longer manufacture this one, yes sir, yes sir, Oh sure sir no problem [KEEP_UNCERTAIN] Fine, more. welcome Troubleshooting. customer he really got a breakup tonight, but he was asking for the either supervisor, that you spoke with before, either supervisor Clark or supervisor or glad. Okay, and he spoke with him, and they're not available. So either the best I offer Troubleshooting, I know it's a refurbish, but asking if I can perform troubleshooting to make it work. But we said no, I personally went ask me. That's all I got. Yes. And I offer my extra people to shoot people. Again, I understand the spot for this is brand new. So expecting a replacement,
09:00
Speaker 1
So it seems like I'm in a loop. When I want to log in using the router password, it just starts over again. So, yes.
11:00
Speaker 2
um, okay sir, um, if that's the case sir, um, that's definitely an issue. I mean, well, it's actually expected because uh, once the firmware is updated, sometimes the router needs to be reset since, um, well, I mean, reset or, or like restarted. But then it will still not connect to the list app. No.
11:00
Speaker 1
Uh huh Right Yep Yeah All right. My router, what was the next? Local, gotcha. OK. OK, well, I'm just relieved that that wasn't anything that I did, it just quit working. So, OK. All right, I will try that then. I think we're as far as we need to go. All right, thank you very much
12:00
Speaker 2
instead of the Linksys app, so instead of the Linksys app, you can access it through the web user interface. You just have to open a browser and then on the address bar, you can type in http://myrouter. local myrouter. local ah right. Sir.
12:00
Speaker 1
I appreciate it. Thank you. Bye.
13:00
Speaker 2
You're very much welcome, sir. Have a great day and take care and thank you for calling language. All right. Bye for now.
13:00