V2 Rubric Detail — 8df730ea-5f94-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 21:38
Duration
20m 54s
Contact
Charles Barthmann
Issue Type
Password/Login
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#TE00132129
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable To Access Web Ui_WHW03
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall54.4% (+18.4)

V2 Grader Summary

The agent did not resolve the admin page access issue and provided inaccurate technical guidance, but correctly escalated to Level 2 with full context and set clear expectations. Despite communication flaws and lack of basic diagnostics, the escalation was warranted and properly executed, resulting in an appropriate path forward.

V1 Case Analysis

Customer unable to access WHW03 admin page; reported blank blue screen with missing JavaScript assets. Agent attempted incorrect URLs, escalated to L2 with callback scheduled. Screenshots received.

Troubleshooting Steps
  • Asked customer to try malformed URL with HTTPS and incorrect path.
  • Suggested using incognito/private browsing in Safari and Firefox.
  • Collected device model and serial number.
  • Requested screenshots of the error page.
  • Escalated to Level 2 with callback promise.
Key Observations
  • Agent provided a malformed URL: 'HTTPS 192.168.1.1/UI4/local/dynamic/index.html' — HTTPS is not used for local admin access (transcript [03:00]).
  • Agent claimed a 'recent update with the web interface for Linux' causing the issue — no such update exists in KB (transcript [07:00]).
  • Long unexplained silences occurred, including a multi-minute hold without update (transcript [06:00], [08:00]).
  • Agent failed to suggest basic troubleshooting: clearing cache, checking DNS, or validating physical connection.
  • Customer reported that the incorrect URL caused unwanted redirects, degrading the state further (transcript [14:00]).
  • Agent collected serial number, model, name, and email, and escalated with a clear callback timeframe (transcript [05:00]–[18:00]).
  • Agent requested screenshots to support escalation, which were successfully received (transcript [17:00]).
Positive Highlights
  • Collected full device model (WHW03) and serial number (20J10C6C642108) accurately (transcript [05:00], [06:00]).
  • Obtained customer name (Charles Barthman) and email (cbaresman@rogers.com) for case documentation (transcript [10:00], [11:00]).
  • Requested screenshots of the error, which were provided and received (transcript [17:00]).
  • Created a case and escalated to Level 2 with a specific callback timeframe (2–3 hours) (transcript [18:00]).
  • Confirmed customer was on correct network and attempted access via both IP and hostname.
Agent Errors / Gaps
  • Provided a malformed URL using HTTPS for local admin access, which is incorrect — local access uses HTTP only (transcript [03:00]).
  • Claimed a non-existent 'web interface update for Linux' as the root cause, which is factually wrong and not supported by KB (transcript [07:00]).
  • Failed to guide customer through standard admin-page troubleshooting: cache clear, DNS check, correct URL syntax, or browser compatibility.
  • Did not acknowledge customer's frustration or explain long silences, reducing communication effectiveness.
  • Suggested an invalid URL path '/UI4/local/dynamic/index.html' not documented in KB for WHW03.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent escalated without resolving the core issue of accessing the local admin page or providing a working solution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified the symptom (blank page, JS errors) and asked about browser usage, but skipped standard troubleshooting like reboot, cache clear, or direct Ethernet test.
R3 Met Correct resolution path conf 90%
Escalation to L2 with case creation and callback commitment was appropriate given the suspected firmware/web interface bug affecting multiple users.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent confirmed the symptom and browser used, but failed to ask about connection method, device type, or prior changes; root cause not narrowed beyond vague 'update'.
T2 Not Met Appropriate tools / resources used conf 90%
No use of diagnostic tools (e.g., remote session, log access, firmware check); relied solely on customer-provided screenshots after extended delay.
T3 Not Met No misinformation conf 95%
Provided technically inaccurate URL (HTTPS 192.168.1.1/ui4/local/dynamic/index.html) not documented in KB; claimed 'Linux update' issue with no evidence.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control by creating a case and setting next steps, but had multiple long silences and unclear transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent adapted slightly by asking about browser and suggesting incognito mode, but gave confusing instructions and did not confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, created a ticket, stayed on the line, and committed to follow-up instead of transferring or abandoning.
O2 Met Proactive follow-through conf 90%
Set clear next steps: send screenshots via email, expect callback within 2–3 hours; followed through on commitments.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history; first interaction with no handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation was appropriate due to persistent UI failure across devices and browsers, suggesting a deeper software issue beyond L1 scope.
E2 Met Escalation prep & handoff conf 90%
Correct escalation path (L2), collected model, serial, email, issue details, informed customer of callback timeline and reason.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized for hold time and acknowledged inconvenience, but lacked proactive empathy or recognition of customer frustration.
X2 Partially Met Tone & rapport conf 80%
Agent attempted to engage by asking follow-ups, but communication was cluttered with fillers and unclear phrasing, reducing clarity.
X3 Partially Met Overall experience conf 75%
Customer had to send screenshots and wait for callback, but agent avoided unnecessary repetition and handled case without transfers.
Call Transcript31 turns · 35 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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 support.linksys.com. You could also connect with
00:00
Speaker 1
Good afternoon. My name is Charles. I'm trying to get into the local administration page of my LCS bill up mesh router. However, the page does not load. And if I do a view page source in my web browser, it shows that there are two cloud front pages that the website is not responding. I am trying either 192.168.1.1 or my router.local. And both of them are the same and it persists across multiple devices.
01:00
Speaker 2
Hey, thank you for calling Linksys technical support. This is Rio. How can I assist you today? May I know what is the link or site you have tried to use so you can access the web interface? Okay. What's the?
01:00
Speaker 1
[silence] sorry, say again. background and it doesn't show me anything. um, let me just let me just try loading it up again. It's a blank page. I've got a title of Linksys Smart Wi-Fi, but that's it. It's a blank blue background. And now I'm loading up the page source and my browser says that two JavaScript files, which are referenced within the page source are not responding. and that is something that is done by Linksys and by Cloudfront. So, I don't know, I need to get into this device.
02:00
Speaker 2
There's an issue by the way that it provides to you. Can you tell me, sir, in the file? What does it show there? What, what's the side showing or what's the error showing? Like blank page only? No. Okay. Okay.
02:00
Speaker 1
Yes it is.
03:00
Speaker 2
connected to the link systems. Wi-Fi, correct, before you open the web interface. okay. All right. Um, now how about this sir? Uh, instead of uh having those uh uh u. l. Can you try this one uh the same uh uh the same the the HTTPS 192.168.1.1. However, can you try to uh put additional there uh one forward slash U.I. four forward slash local. forward slash dynamic forward slash index.html.
03:00
Speaker 1
Local dynamic index dot HTML. Okay. I am having a little bit more success now. It says trying to reach lynks now. If you are trying to administer in reach this page it may be due to one of these reasons. Various reasons that are not true. I am not connected to my routers network. I do not have a VPN enabled. I am not using a custom DNS provider as far as I know. Just check my DNS settings. No, it does not. that is saying trying to reach links now and that is not what I'm trying to do.
04:00
Speaker 2
Yes, sir. Correct. Hmm. Did it route you to open the Linksys login already or still no? No other option there. Hmm. Does it still say reset or does it say reset and set up wizard? Huh? Hmm. Just reset. Either you just click OK. [silence] Okay. Eh. Wait, I'm seeing setup wizard here already. Hmm. Click on update. I am looking at the basic tab. What were you trying to update sir? Software version. Which one? Are we trying to do a firmware update? Uh, nothing. What were you trying to update? Can you scroll down, sir? Maybe I'm missing something. Hmm. What is the current firmware version, sir?
04:00
Speaker 1
No. The only links that I see is to visit links to support. Nope. Nope, they're not. Give me one sec. It's a Linksys Velop model number w h w h 0 3 version 1.
05:00
Speaker 2
that you can click. So when it asks you to visit linksys. now no other uh clickable there. Okay. Okay. May may I know sure by the way what's the model number for your device? I can't
05:00
Speaker 1
The serial number is 2 0 Juliet 1 0 Charlie 6 Charlie 6 4 2 1 0 8. Sure go ahead. Yep. Yes I have and like I said, I tried both the local options to try to log in and none of them are working and I've also tried my handset app with no luck as well, I even tried making making a callback as well, and at this time, I don't see any other options that I can do on my end to try to try to get some help.
06:00
Speaker 2
Can you provide to me sir, uh, what's the serial number for your note please? [silence] Uh, can you give me just three minutes sir? Let me just take a look something in our end, is that okay? Just gonna put the call on hold. Thank you. Uh, again sir, just to, uh, just to double check, you tried already my router that local? Okay. [silence]
06:00
Speaker 1
FQDN as well as the IP address and my browser is showing that two of the javascript pages that the page references are not loading. So that's likely why I'm not getting any content. Okay, thank you very much. [silence]
07:00
Speaker 2
[silence] Got it. Sir, because recently, we do have an update with the web interface for Linux. That's why you've been encountering this kind of issue. And it's not just you, they've encountered, lots of our customers calls us here about this issue. But again, the second link that I have provided to you, that's our updated one. But I'll just try to check something here, okay? Bear with me. Thank you, sir. [silence]
07:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] Hello, hello Hello, hello there we are. Okay, I got something. Gonna know what happened there. [silence] what browser? I've used both uh version of Safari as well as Firefox on Mac OS. no, Firefox. I have used both private browsing under Safari as well as incognito mode in Firefox. [silence]
08:00
Speaker 2
Hello? Sorry. Hello? Ah, ah, sir. How right I'm so sorry. Ah, don't apologize took me too long to get back to you, sir. Just would like to confirm what browser did you use, by the way? Okay, perfect Safari Microsoft and Firefox. Perfect. Um, sir, have you tried using like, uh, the incognito mode? Okay. All right. Okay. Now, sir. How about this year, um, I'm going to create a case for you in the system because, uh, again, uh, the, the link Transcribe this audio from the right channel. [silence] Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence].
09:00
Speaker 1
uh-huh all right okay okay okay okay okay oh sorry my first name is Charles my last name is Barthman Bravo
10:00
Speaker 2
that I have provided you earlier. That's already the updated version of our web interface. And by that, uh once I create a case, going to escalate it to our level 2 tech and then we will ask for uh the screenshot or yeah, a screenshot of the uh web interface that you had encountered or the error of the web interface that you have encountered with the second link that I have provided to you. Would that be fine? And then a call back will be processed after two to three hours. Is that okay? Alright. Now, let me create a record for you. May I know your first name and last name so you can send it an email to us. Uh first name and last name, sir?
10:00
Speaker 1
Tango, Hotel, Mike, Alpha, November, November. Tango, Hotel, Mike, Alpha, November, November. C. Barson is cbaresman@rogers.com. I have five nodes, but that's not really the problem at the moment. I'm trying to add a smart home device that is not connecting over 5 gigahertz and the usual fixes to try to force it to 2.4 are not working. [silence]
11:00
Speaker 2
I'm sorry. Uh, it's Bravo alpha Romeo. Perfect. How about your email address? email address sir. Perfect thank you. We just put it here. You have a mesh. How many W H W-03 do you have, sir? Okay. Letting you.
11:00
Speaker 1
to 2.4 and the five gigahertz networks into two separate SSIDs. And I need to do that via the local admin page. can do, thank you. great, thank you. Yes.
12:00
Speaker 2
Yes. Right. Yes exactly. Correct. Uh, so yes sir. Um, again, uh, I will be asking just, uh, a copy of the screenshot wherein I've sent to you, uh, the URL. So I'll send you an email for that and then you can just attach it there. Okay? All right. Thank you. Just give me three minutes. Let me just fill in everything first in the system before I can create an email for you. Go? Thank you, sir. Access. I cannot access my computer. Uh, I'm sorry, just to double check by the way, I forgot to ask, is your internet service provider Rogers? All right. Thank you.
12:00
Speaker 1
I will say though that ever since we visited this extra URL, all the URLs are redirecting to something from there. Before it was just a blank page. Now it is actually redirected but it's still not giving me access to the internal admin. I'm trying to see if it's come in. Checking my junk.
14:00
Speaker 2
Hmm. Hmm. today. I'll go. All right. Uh, sure. Um, can you refresh your email, uh, and then if you were able to receive the email I sent you, so that you can attach, uh, the screenshot. Still not Christine. Okay. Again, your email dress is C. And then bars hands of feet. Okay. Yeah, that one here.
14:00
Speaker 1
okay, so that's in Safari, and again, here. Okay, yeah, I can no longer get to uh the page where it was the Cloudfront pages were not working, I am just getting redirected. that but uh that extra URL that you had me add, yeah, yeah, that URL that you had me that extra part that you had me add to the url it's redirecting to that.
16:00
Speaker 2
Thank you. It's redirecting to uh which page, sir? Uh-huh. Yeah, that URL.
16:00
Speaker 1
So I can't send a screenshot with uh, the pages that weren't loading. So let me just upload those two screenshots right now. And if I am able to convince my browser to let me grab the problematic pages, I will do so, but you should now have the first two screenshots. Yeah, it looks like CloudFlare is behaving again, so that could be why it's always redirecting. Nevertheless, I still can't get in. Yeah, I still cannot get into the local admin but I have sent off the two screenshots so you should be getting one now. I empty bottle.
17:00
Speaker 2
Okay, let me check. Hold on, let me check. [silence] Yeah, let me check. In you chair. Hold on, let me check.
18:00
Speaker 1
Bye there. Thank you. Okay? All right. Thank you very much. Thank you. Have a great day. Thank you. You too. Bye.
20:00
Speaker 2
[silence] Hello, sir. All right. Yeah. So, I was able to receive already a copy of the screenshot. Thank you so much for this screenshot, sir. And again, sir, I'll escalate the case to level two tech and then they will personally call you back within one to two hours or two to three hours. Thank you so much, sir. Child apologize for the inconvenience. All right. Have a nice day. Bye-bye.
20:00