V2 Rubric Detail — 8e4f487c-6136-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-05 23:30
Duration
29m 48s
Contact
Stephen Pruneri
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ 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
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall91.9% (+45.9)

V2 Grader Summary

The agent resolved the customer's inability to access the child node by correcting the URL, bypassing certificate errors, and confirming login with the main admin credentials. The customer successfully retrieved logs, achieving resolution. While technical execution was strong, call framing and empathy were adequate but not fully proactive. No escalation was needed or performed.

V1 Case Analysis

Provided direct UI URL workaround (http://192.168.1.228/ui/local/dynamic/index.html) to access child node; customer logged in but could not extract or save sysinfo logs.

Troubleshooting Steps
  • Confirmed no active VPN or proxy interference.
  • Provided direct UI URL workaround (http://192.168.1.228/ui/local/dynamic/index.html).
  • Guided customer to use admin username and main router password for login.
Key Observations
  • Agent correctly identified and applied the KB-specified direct-URL workaround for blank admin page.
  • Used HTTPS instead of HTTP for the direct URL, causing certificate warnings and confusion [03:00, 24:00].
  • Customer expressed frustration over six months of unresolved issues; agent did not acknowledge or de-escalate [04:00].
  • Customer could not locate or save the sysinfo output after login, indicating incomplete guidance [28:00–29:00].
  • No model, serial, or warranty information collected despite relevance to log analysis and support eligibility.
  • Long silences and lack of call control disrupted flow, especially during URL entry and login attempts.
Positive Highlights
  • Correctly diagnosed the blank-page issue and applied the KB-approved direct-URL workaround (http://IP/ui/local/dynamic/index.html).
  • Successfully guided the customer to log into the child node using the correct credentials.
  • Confirmed no VPN or proxy interference early in the call, eliminating a potential cause [08:00].
  • Recognized the need to bypass browser security warnings and attempted to guide the customer through it [11:00].
  • Used a second computer to verify access, demonstrating persistence in troubleshooting [22:00–23:00].
Agent Errors / Gaps
  • Did not collect product model, serial number, or warranty status despite their relevance to log analysis and support pathing.
  • Assumed the admin password without confirming it with the customer.
  • Provided the direct UI URL with HTTPS instead of HTTP, leading to certificate warnings and access issues [03:00, 24:00].
  • Failed to guide the customer on how to copy, save, or export the sysinfo output as a text file.
  • Poor call control with long silences and fragmented instructions, especially during critical steps.
  • Did not acknowledge or respond to customer frustration, missing an opportunity for empathy and de-escalation [04:00].
  • Suggested remote access without confirming customer eligibility or readiness, then dropped the idea without follow-up [16:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms access is working: 'Yeah, it's working now, uh, user name and password.' Agent successfully guided customer to retrieve logs, which was the objective.
R2 Met Diagnostic thoroughness conf 90%
Agent conducted logical troubleshooting: verified URL syntax, certificate warnings, browser behavior, LED status, node proximity, and credentials. Steps were relevant and sequential.
R3 Met Correct resolution path conf 90%
Agent pursued full troubleshooting path for a technical access issue, guiding through multiple recovery steps rather than dismissing or escalating unnecessarily.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified core symptom (cannot reach child node via browser), asked targeted questions about LED, distance, and browser, and correctly inferred bridge mode and credential reuse.
T2 Met Appropriate tools / resources used conf 85%
Agent appropriately used browser-based diagnostics, offered remote session (declined), and leveraged web UI navigation — all suitable tools for the issue.
T3 Met No misinformation conf 90%
Agent provided correct IP format, accurate login credentials (admin + main password), and correctly interpreted bridge mode — all consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained control but lacked clear opening agenda or structured transitions; multiple silences and reactive pacing reduce call efficiency.
C2 Met Confirmed understanding conf 80%
Agent adapted language to customer’s level, used plain terms, confirmed understanding, and adjusted based on customer feedback (e.g., browser type).
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting, did not transfer, and followed through on log retrieval request.
O2 Met Proactive follow-through conf 85%
Agent gave clear next step: 'send it directly as an email' — specific action with ownership and method.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent acknowledged frustration with 'No worries' but did not explicitly recognize the six-month effort or validate emotional burden.
X2 Met Tone & rapport conf 80%
Agent remained calm, matched customer’s pace, checked comprehension, and adjusted approach when browser issues arose.
X3 Partially Met Overall experience conf 70%
Customer repeated steps (URL entry, login attempts) and was ultimately asked to manually email logs — a self-service step that could have been streamlined.
Call Transcript44 turns · 49 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. Hello. Hello, sir. This is Mark from linksys. Uh, is it still a best, a best time to call you back? Just trying to figure out what's your email is and then, you're unable to, get into the logs of that child node. Uh,
00:00
Speaker 2
This is what should say [silence] child [silence] Hello [silence] Yep. Yep. [silence] That's correct. I can't access the child node at all. So it works. There's a device that's connected to it. It's up and running, but I can't get there with the uh dot 22 or the dot 228. Uh the dot 228 is uh the IP address on that device as you can see from the screenshot from the Linksys app. But uh
00:00
Speaker 1
Oh, okay.
01:00
Speaker 2
I can log into the router, but I can't log into that. I'm gonna try the S, because I didn't have the S on there. Don't think that's gonna change anything. But we'll try it again.
01:00
Speaker 1
Did it show something? okay. This child note is, is completely wireless, right? It's not connected to the wall patch or anything.
02:00
Speaker 2
[silence] [silence] That's okay. If I can't reach HTTPS://192.168.1.228 sysinfo.cgi. That's right. That's right.
02:00
Speaker 1
Let's try this one, sir. Remove the isset info that CGI and then replaces replace it with CA. So it's HHTTPS colon forward slash forward slash 1 9 2.6 8 dot 1 dot 2 2 8 forward slash CA Charlie Alpha. So it can't be reached. That's what it's. Okay. Is the child node anywhere near you right now? [silence]
03:00
Speaker 2
Tia, Charlie, Apple. Well, isn't, yeah, I think unreachable.
03:00
Speaker 1
Is it possible to restart it? Turn it up. Turn it back on. Yeah. No worries. I'm documenting the behavior or the responses that we're getting. We'll try to log on to the interface of that child node, or when capturing the logs, that specific. Just 30 seconds and then you plug it back.
04:00
Speaker 2
It is up. 15 Pete. Yeah, but last time I did that, I mentioned before, it took forever to connect back to it. So I can do that, but that's part of the many reasons why I'm over this, because we've been trying troubleshooting the same device for more than six months now. How long do you want it turned off for? [silence]
04:00
Speaker 1
Okay. You plug it back. All right. So the initial behavior of the light, what's the color. Blue, okay.
05:00
Speaker 2
[silence]
05:00
Speaker 1
How many minutes? yeah this note is How far again from the parent note? There's Okay. gonna give it two more minutes.
07:00
Speaker 2
still flashing blue. Less than 15 feet, two walls. Not showing light. [silence]
07:00
Speaker 1
Did it say white? Okay Let's go back to the browser in your computer And just to be sure, there's no VPN running on your computer, okay
08:00
Speaker 2
I'm just trying to log back in the router, make sure the IP address had nothing changed.
09:00
Speaker 1
you're logging in to into the 1681101 uh, try putting https colon 44 slash slash
10:00
Speaker 2
It's not going happy. It's taking forever to log in. Put him in round 192.11 l. [silence] And we're out. Thank you. We'll play more
10:00
Speaker 1
Oh, you need to bypass by, if you're outed to that warning page, if you scroll down, there's the option to continue, or advanced settings.
11:00
Speaker 2
there a certificate I can download? So let's stop all this message. Uh, It's not let me. I get certificate details, cookies and site data, site settings. There's an opening one right now. [silence] [silence] [silence]
11:00
Speaker 1
Or is there any option or dropdown option there sort of to bypass this page? Which browser are you using?
12:00
Speaker 2
No, I don't see it. I know what you're talking about. Before it did give me that and I just said ignore. But it's not giving me that now. It's going super slow. [silence] _DEVICE LIST let's see. Yeah, like I said, it's taking forever to the device list but there are 42 devices on my network, so let's see. I'm going to try to pull up my phone too. Wait one second. [silence]
12:00
Speaker 1
[silence] so [silence] when you enter the address [silence] there's a white page. okay. [silence] so let's try again too.
15:00
Speaker 2
they're both white. So, I don't know what's why the app's even showing that. I can't find it. no. Yeah, just waiting. So, it shows I clicked on the device list, so I could just verify the node had the same IP address, and the device list is loading. It says waiting. Again, I'm in the interface. I can see everything else. If I exit out of this, uh, I think it'll let me go back. No, that's good. Work. Anyways, um,
15:00
Speaker 1
capture the logs from that child node. uh how about this? Is it okay to do a uh what do you call this? Remote access to the computer uh that you're using? Okay. All right, sure. [silence]
16:00
Speaker 2
allow Chrome to access the network in your firewall or antivirus settings. If you're a proxy server, try to get rid of that message. So it stops popping up because I feel like some of that is causing this issue. I'll have to find another application. This is the work machine. So I can't let you do it. I'm sorry. Um, give me a minute when a grounder computer. You need to think about I'm just logging in. Give me a second. I'm just logging in. One second. Well, this is long. Let me try to darken.
16:00
Speaker 1
INF. cg i. Yes. To to a. a the remote session. Yeah. I wanted to. Yes.
20:00
Speaker 2
What are you gonna do? [silence] I can see everything now, just fine
21:00
Speaker 1
Oh, OK. Let let's check this. And is it displaying on the device's list?
22:00
Speaker 2
I can't get into the child node. The child nodes are what I'm talking about. I can't get into. Yeah, I can look at device list, guest access, parental controls, priorities, speed check, connectivity troubleshooting, Wi-Fi security. I can click on any of those tabs. But I can't. Yeah. I'm getting the same thing. It's waiting. So it's taken a while to boot up. Or not boot up, but to download, but this is the same area I got in the other one. But earlier, yes, I could see it. There it is. Yes, the child node is linksys09484. I can see it. It says it's online. If I click on it, I can see the firmware version. I can see that it's 196.168.
22:00
Speaker 1
okay, which this is on another computer. Okay. So it logged you in to the interface of the PBN, not on the chat.
23:00
Speaker 2
157, 103. One, two, 150, 103. Yeah, I see it all. I see the Mac address, all that stuff. But yeah, I cannot get to the child node IP address directly from the browser. Yeah, this is a different one. They're both Macs. They're both Macs, but they're two different Macs. One is a work computer. One is not. One doesn't have anything on it, like I said. I don't run a VPN for work anyways. But just in case, I logged into this one, same issues.
23:00
Speaker 1
[silence] Can we try the URL that I provided to earlier sure, that complete URL? the IP address to the IP address of that child node. yeah, right that those are not without the HTTP HTTP http://
24:00
Speaker 2
Right. I don't have that anymore, you have to give it to me again. So HTTPS: / / But that. Hold on, I gotta remove some of this.
24:00
Speaker 1
Yeah. Yeah. forward slash UI forward slash local forward slash dynamic forward slash Index.html. Okay. uh, My computer just died. Try using the same password you used to log in to the main unit.
25:00
Speaker 2
[silence] 192.1.228... Okay. [silence] Well, we're getting somewhere now... [silence] So you [silence] Asking for password. So [silence] which password do I use for this? [silence] Cause I don't remember sending a separate password for that.
25:00
Speaker 1
Okay. Now that we're able to bypass the security messages, let's open a new tab in this browser. And then we go back to entering that IP address at the URL HTTPS:////The IP address of the child node /sysinfo.cgi.
26:00
Speaker 2
Okay it looks like it says your router's in bridge mode.
26:00
Speaker 1
Let's try that with S. If it's not getting to anywhere. Okay. Okay. The username is admin, but then the password is the same password you used to log in to the interface.
27:00
Speaker 2
[silence] Yeah, it's working now, uh, user name and password. So, I'm assuming it's admin.
27:00
Speaker 1
Yes, sir. Yes, sir. So, copy from top to bottom and save it as a text file.
28:00
Speaker 2
[DOWNWEIGHT] Okay, okay, I see a bunch of gibberish. I'm assuming this is what you want. Um, but I need to find the text. I don't know where I find the text. Uh, file command. Uh, I don't see where that is on here. You you need the all a text form, right? So I need to find a They need like a app for the text file, right? So where do I get that? I need probably download. This computer is [silence]
28:00
Speaker 1
If you don't have the app for that, maybe then maybe send it directly as an email. Copy everything. Send it as an email. Right.
29:00
Speaker 2
I don't have anything on it. Okay. Let me look to do that right now. All right. I'll send it to you right now. All right. Thanks.
29:00