V2 Rubric Detail — 8aa25250-6415-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 15:11
Duration
26m 57s
Contact
Kelly Everleth
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132780
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: Linksys App Concern_WHW03
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided troubleshooting, provided inaccurate technical guidance, and prematurely pushed paid support without attempting resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the missing node issue, skipped all standard diagnostics, and provided factually incorrect information. Instead of performing best-effort OOW troubleshooting, the agent defaulted to a paid-support script and disengaged. The interaction lacked technical accuracy, ownership, and customer adaptation, resulting in a clear unresolved case with critical avoidance.

V1 Case Analysis

Customer reported one mesh node missing after power outage and inability to log into router admin page (blue blank page). Agent attempted access via myrouter.local and 192.168.1.1, suggested password recovery with recovery key, offered paid support, and promised email with self-help steps. No resolution achieved.

Troubleshooting Steps
  • Asked for and recorded the device serial number (20J208049141379).
  • Directed the customer to http://myrouter.local and then http://192.168.1.1 for router admin access.
  • Suggested using 'Windows mode' on a phone browser (inaccurate and confusing instruction).
  • Advised using the five-digit recovery key to reset the router password (failed due to 'unexpected error').
Key Observations
  • Agent falsely claimed the Linksys app was 'removed' and 'no longer reliable' — this contradicts the KB and official Linksys support policy.
  • Agent instructed the customer to use 'Windows mode' on a phone browser — this is not a standard feature and the instruction was technically inaccurate and confusing.
  • Agent did not verify that the customer was connected to the correct Wi-Fi network before attempting admin access, a critical prerequisite.
  • Agent did not collect or confirm the product model number, which is required for accurate troubleshooting and recovery-key validation.
  • Agent prematurely offered paid support before completing basic troubleshooting or validating connectivity.
  • Recovery-key password reset failed due to an 'unexpected error,' and the agent did not diagnose or resolve the issue.
Positive Highlights
  • Successfully captured the serial number (20J208049141379) and used it to infer warranty status.
  • Attempted to guide the customer to valid local admin URLs: http://myrouter.local and http://192.168.1.1.
  • Offered to send an email with self-help instructions after the customer declined paid support, providing a minimal but valid next step.
Agent Errors / Gaps
  • At [03:00], falsely stated that the Linksys app was 'removed' and 'no longer reliable' — this is materially incorrect and contradicts the KB and official support policy.
  • At [12:00], instructed the customer to use 'Windows mode' on a phone browser — this is not a supported or standard feature, and the instruction was technically inaccurate and confusing. The correct term is 'Desktop site' or 'Request Desktop Site.'
  • Failed to verify at [10:00] that the customer was connected to the correct Wi-Fi network before attempting to access myrouter.local or 192.168.1.1, a critical prerequisite for local admin access.
  • Did not collect or confirm the product model number at any point, which is required for model-specific troubleshooting and recovery-key validation per the KB.
  • Prematurely offered paid support at [19:00] before confirming basic connectivity, browser compatibility, or completing password reset steps.
  • At [25:00], when the recovery-key reset failed with an 'unexpected error,' the agent did not diagnose the error or provide an alternative path, instead defaulting to paid support without further troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the missing node issue or achieve any technical outcome; only offered an email with troubleshooting steps.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting steps were conducted — no LED check, no power cycle, no WAN test, no node reset — only repeated attempts to access the web interface.
R3 Not Met Correct resolution path conf 95%
Agent identified the device as out-of-warranty but failed to provide best-effort troubleshooting; instead immediately pivoted to paid support without attempting standard OOW diagnostics like reboot or factory reset.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask relevant diagnostic questions (e.g., LED status, physical location, power) and skipped logical root-cause analysis, jumping straight to login issues.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use basic tools like the web interface to check node status or firmware; relied solely on verbal instructions despite customer confusion and failed access attempts.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect information: suggested 192.68.1.1 (wrong IP), claimed the Linksys app was 'removed' (inaccurate), and gave confusing router vs. Wi-Fi password guidance.
Communication
C1 Not Met Clear & professional language conf 90%
Agent lost control of the call, failed to set expectations, and allowed the interaction to drift into loops without clear transitions or agenda.
C2 Not Met Confirmed understanding conf 95%
Agent used technical jargon (e.g., 'Windows mode' on iOS) without adaptation; did not confirm understanding or adjust to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abandoned ownership by deferring to an email and ending the call without resolving the issue or ensuring continuity.
O2 Partially Met Proactive follow-through conf 85%
Agent promised to send an email within three minutes but provided no guarantee of content or follow-up, leaving next steps incomplete.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; no handoff occurred in this interaction.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted — the issue was within L1 scope (node offline post-outage) and could have been resolved with basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was required given the nature of the issue.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for power outage or frustration; used a scripted paid-support pitch instead of acknowledging the customer's situation.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s pace or confusion; continued with complex browser instructions despite repeated failure.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial and email multiple times; agent introduced unnecessary steps like 'Windows mode' on iPhone.
Call Transcript44 turns · 48 lines
Speaker 1
Well, we had a power outage and one of my nodes didn't come back up at all. It just vanished from the system, so I had no idea where it went. [silence]
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, if you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at https://support.linksys.com. You can also connect with other users for tips and guidance at reddit.com, Är-ä, Linksys. Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you today? Oh, I do apologize. If you experience-
00:00
Speaker 1
The device that's the main power unit? Okay. Let me just grab it real quick. Oops. You want the serial number? 20J208049141379. Have four nodes. It's blue like it should be, but it's not connect when I go to the system and I look at the the um let me just do it real quick so I can I'll box you through it so I can just do it I go click on the system it says my router
01:00
Speaker 2
Transgender community. What's the serial number for that device? Disconnect. The one that is disconnected!. Yes, please.. May I know how many total of links or devices do you have.? Four nodes. And what's the light indicator for this child node?.
01:00
Speaker 1
So it's four nodes I click on the four nodes and when I go into the, where I see the nodes, it shows up for a brief second and then disappears and it's not even on the system. Just, just one. I have an office, a master bedroom, a dining room and a three season room. Three season room doesn't even show up anymore. Yep, everything, everything's fine. All right. You want the you want the one that's not working? Okay. You want the serum? Let me read this to me. I can't see it. You're going to need to go. Oh, geez. It's so small, it's not even funny. My wife's going to read me the number because apparently I can't see, so.
02:00
Speaker 2
All of the nodes or only one node is not showing in the system. Okay. How about the other nodes, sir? It's showing in the app. Okay. All right. Uh, sure. By the way, can you confirm to me again the sale number cuz I wasn't able to pull up a record here. That's not working.
02:00
Speaker 1
[silence] 20 J 20604914 139. and I just can't figure out why it vanished from the system. Okay?
03:00
Speaker 2
Well, just as a proper expectation, sir, the app is not, uh, reliable anymore because we no longer recommend using the Linksys app because we have actually removed the app already, sir. That's why it's not reliable. Now, if by chance you wanted to make sure that everything is working fine, you want to check your nodes, you might need to log in to the
03:00
Speaker 1
Well, what is it, what is, what do I have to log into so I can log into it for him? my router. My, my router. R. O. T.U.E.R. Ocal, correct? Okay, I'm uh, Linchus HGB that brings you to Linchus support.
04:00
Speaker 2
This web interface you should be able to see your nodes but we'll try right now to check about the device you can try to open a web browser and you may visit myrouter.local local Correct [silence] Are you connected through the link it's Wi-Fi?
04:00
Speaker 1
Yeah. I am. When I went to I did on Google, I just I just put in my router.local and Google and it brought me to an overview. It brought me to Linksys support, .linksys. In In a few years, yes. Yes, Kelly, K-E-L-L-Y, Everest, E, V as in Victor E-R-L-E-T-H, k-e-1-g-3-e@charter.net.
05:00
Speaker 2
[silence] Oh that's not the correct one, sir. It should be put in at the top of the url, bar there, it should be there. My router.local. Before we proceed, sir, is this the first time you go to linxthey.com? [silence] Okay, Let me grab for your record. May I know your first name and last name? [silence] And what email address? [silence] Is that K E uh K for Kilo E for echo? Uh right and who's your internet service provider? sorry, only one okay alright. Give me just two minutes to me just fill in everything first in the system before we proceed. Oh We'll see you next time.
05:00
Speaker 1
Let me go to safari.
07:00
Speaker 2
Great. Were you able to open after? Okay, you just bypass that. There will be an option that you can click there, advance or continue.
07:00
Speaker 1
[DOWNWEIGHT] yes, I'm in. I'm in now. Continue to lynx this my life. Is that what I should be hitting? Okay. Router. And cash. Okay. And it just it just took me back out. My right local. What's going on here? it just stopped. It's not doing anything. it says my rote.local. It's a blue page with nothing else on it. Just went to a blue page. That's all I did. There's nothing on the screen, is that?
08:00
Speaker 2
Yes. Continue to link your Linksys Smart Wi-Fi, and then it will let you log in. But you can only log in using a router password. Email and password is not anymore available. Yeah, router password, Jerry. Yes. It did not let you log in.
08:00
Speaker 1
there's no words on it whatsoever other than linksys smart wifi [silence] okay hold on one 192.168.1.1. so three ones 1.1 okay 192.168.1.1 okay it brings me to a page that says why am I getting this warning when I try to access my web browser I'm going to go through this whole thing again when you continue this is where I just was.
09:00
Speaker 2
OK, can you try instead my router that local you can try surf that the default IP address 19216811. Correct.
09:00
Speaker 1
contact Linux support continue show details visit the website visit the website keep your WIFI handy continued links is so I should be saying continued the links is smart wifi correct okay gain it bring me back to keep your wife handy just a big loop it just takes me backwards yeah so continued opportunist my wifi I get a blue page that comes up and it balances me back to keep your wifi handy it doesn't allow me to log in that's weird brakes my my
10:00
Speaker 2
correct. it's okay sir just continue. are you connected to the link this Wi-Fi sir or your different Wi-Fi? I know what's the ...
10:00
Speaker 1
My Wi-Fi password, unusual boat is what I'm unusual boat is my. Yeah, unusual boat is the name of my Wi-Fi system. I open my links to the old Linksys app which you just told me isn't working. It's not reliable. So then I'm where you just told me to go, which is 19216811. But when I when I say continue to links to Linksys Smart Wi-Fi and I click that bottom button, okay, it takes me to a page with that 192168 and that just bounces me back to where I just was, the page previously where it says the Linksys app puts the ability to manage your Wi-Fi. So I let me go through the app store and see if I can get it through there. I'm on my iPhone 17. [silence]
11:00
Speaker 2
Wi-Fi names are just Wi-Fi names. Can you try to open your links up? Yeah. What device are you, what device are you using here to open a browser? [silence] I told you, oh, okay. You're using a phone. Try to use your phone sir, in a Windows mode, because it will really look, if you're not using the Windows mode, it will really look sure, because it's a phone. You need to put your, your Chrome or the browser in a Windows mode. There is an option there in the setting. Well, may I know what's the browser you're using? Seek, because it's a different one.
11:00
Speaker 1
second Chrome and one second and program yeah I see online I see at which would be my login face you know at the top right hand corner there's three dots yes I got three dots it says about source all right about the source feedback more options your search and this result this generates AI search
13:00
Speaker 2
You can try Chrome So, before you visit the websites, sir, in the Chrome, just open Chrome and then right side, top corner, there is three, three dots there. Do you see it? Yeah, click, click that one, the three dots and then request there, there is an option there to do Windows mode.
13:00
Speaker 1
LOVE how search works. I don't see Windows mode anywhere on here. I don't, just give me a second. Hmm. This is so weird. So settings. Oh my goodness. I'm getting here, just give me a second here. I'm really looking at myself. Shortcuts, keyboard, default app, clear the app, discover, no. Let me see, I didn't change my, your voice, voice, about, no. DI mode, no. Search, tools, no.
14:00
Speaker 2
Yeah. See their advance section? [silence] [silence] desktop [silence] desktop site. [silence]
14:00
Speaker 1
I don't I don't see what you're asking me to see. There's no nothing on this thing that says it that says Android mode anywhere. Search tools. I really don't know what you want me to do. I'm manage accounts. I'm trying to think. I have I have an iPad, but that's not going to work either, right? Okay? Give me just a second. I'm logging into my computer too, so if that doesn't work, we can use the computer. Okay, so we want me to go to Google Chrome, correct? Okay. Okay. Okay. And one sec. Okay. Just give me like a second.
15:00
Speaker 2
Okay, since we're having a problem surrender navigating it. Do you have a computer or a laptop? It's okay. Just use the iPod. All right. Yes, Blue Chrome.
15:00
Speaker 1
I'm sorry, I missed it. My iPad was off so I'm starting it right now, as we speak. Um, okay. open it. Google Chrome. okay. I'm at Google Chrome on my computer, the three dots in the top right corner. So, you want me to go to 1, 9, 2 dot 6, 8, 1 dot 1. 192.68.1.1, correct? I missed a 1. Sorry about that.
16:00
Speaker 2
already in Windows mode, it's, it's different from the phone. 192.168.1.1. [silence] 192.168.1.1.
17:00
Speaker 1
one and next to that. okay, links is... okay. so I go to continue. I go to continue. I go to, do you want me to go to advanced when I get to your connection? Is not private. And then proceed to. okay. okay. I'm at the website, keep your wi-fi handy. continue to link to smartphone wi-fi. okay. Access router. So I have to put my router password in, correct? [silence]
18:00
Speaker 2
Yes sir, Advanced so that you can bypass it. Okay, you're gonna pay my meet off by pass that.
18:00
Speaker 1
Okay, so how much professional assistance? I'm really confused by this. My router password's not working, which is the same password it had forever, so I really don't know what's going on. I really have no clue. [silence]
19:00
Speaker 2
Yes, sir, you can put there, your router password. By the way, sir, I was able to create a record for you in the system, however, based on your records here, device that you have is already been out of warranty. Now, just to set proper expectation, for out of warranty devices, we no longer provide free technical assistance. Now, uh if you wanted, sorry. For technical assistance for 60 minutes, that would be $15. Now, if you don't want to pay $15, it's okay, we can only send you an email on how you can troubleshoot your device if you have an issue. That's for free.
19:00
Speaker 1
it's the same thing, it's, but it's not. It didn't let me don't log in. Reset password. I know this is not going to work, so I'm just going to do it anyway. Recovery key. Enter the recovery key. Any of your nodes. Okay, hang on one second. That's amazing.
20:00
Speaker 2
No. No sir. your Wi-Fi password and your router password are difference. So if you set up a router password before, then you can reset the router password so you can create a new one. There will be an option there that you can reset it. Recovery key is at the bottom of the main node, the parents node, there is a recovery key there sir. [silence]
20:00
Speaker 1
(*speeds up music*) recovery key 8 3 6 3 1. (*singing*) Choose a new password. Upper and lowercase.
21:00
Speaker 2
Security feature. It's, it might be just numbers. Okay. here you'll be able to log in in the Linksys app and the Linksys web interface you will see all of your nodes there available.
21:00
Speaker 1
This is really in my ass. Okay, sir. Give me one second. Every time I put a password in, it tells me it, I've got the right stuff, but then it tells me I need to have something else. So give me one second. I should be there. Right now. All right. Reset.
23:00
Speaker 2
Like, what does it show there, sir?
24:00
Speaker 1
Yes, I'm trying to reset my password, which I'm having a. It just keeps saying unexpected error. It's not letting me do anything, which is ridicu-, Okay, sorry. []
25:00
Speaker 2
Well, sir, you've already entered multiple times of your password. That's why it's providing you that error already. You can try to refresh the website and then try again. Right. Now, again, sir, as I've mentioned earlier, I cannot stay with you in the line because the device you have already is out of warranty. How about this? I can send you an email so you can just click that link so that you can try to log in and then.
25:00
Speaker 1
Sounds good. Mm-hmm. K E 1, G like George, 3 E. Head to .net, yes. Yes, K E 1, G like George, 3 E. Okay, appreciate it. You too. Uh, yep.
26:00
Speaker 2
all right reset directly your attention all right let me confirm again your email address okay it's K for kilo E for Echo one D for gorilla three 9 at charter dot net G three three one three N E for NB A Y O G H E H E R E Okay. Got it. Right. So after our call sir give me three minutes and just refresh your email you'll receive it okay? Thank you so much sir you have a nice day ahead bye-by. You can now release the line sir.
26:00