V2 Rubric Detail — 9836b4ec-6046-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 18:52
Duration
18m 57s
Contact
Valerie Murrel
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132298
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Access Web UI
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall81.0% (+25.1)

V2 Grader Summary

The customer successfully accessed the admin interface using Firefox, confirming resolution. The agent demonstrated ownership, empathy, and technical accuracy but applied only partial troubleshooting by omitting key diagnostics like IP/DNS verification and the direct UI URL workaround. Despite this, the outcome was achieved, warranting a 'Successful Resolution' classification.

V1 Case Analysis

Customer unable to access router admin UI via Chrome/Edge; agent suggested https://myrouter.local; customer accessed UI via Firefox independently. No KB article provided.

Troubleshooting Steps
  • Suggested trying 'https://myrouter.local'
  • Confirmed router and modem were rebooted
  • Verified browsers cleared cache
Key Observations
  • Agent collected essential device and customer details.
  • Agent did not provide the documented direct UI URL workaround for blank/blue screen issues on EA Series routers.
  • Agent incorrectly suggested HTTPS first, though KB specifies HTTP for EA Series admin UI access.
  • Customer resolved the issue independently by trying Firefox, not due to agent-guided steps.
  • No KB article or follow-up email was provided despite resolution uncertainty.
Positive Highlights
  • Collected full customer and device details early in the call.
  • Correctly identified the device as a legacy model and communicated warranty status.
  • Maintained a polite and professional tone throughout the interaction.
  • Confirmed ISP and basic network state indirectly through customer input.
  • Allowed customer space to test suggestions without interrupting the flow.
Agent Errors / Gaps
  • Incorrectly directed customer to 'https://myrouter.local' without confirming HTTP access first; KB specifies HTTP for EA Series routers.
  • Failed to provide the documented workaround URL (http://192.168.1.1/ui/local/dynamic/index.html) for blank/blue screen issues on EA Series routers.
  • Did not offer paid support option despite confirming device is out of warranty and issue being support-eligible.
  • Did not send a KB article or email with troubleshooting steps to reinforce resolution.
  • Provided unclear instruction format: 'https colon double forward slash www myrouter.local' — includes incorrect 'www' subdomain not used in Linksys local UI.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer states: 'I'm in.' — confirms successful access to the admin interface after using Firefox.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent suggested trying HTTPS and different browsers but did not verify IP connectivity (e.g., ping), check DNS resolution, or suggest the direct UI URL workaround (http://192.168.1.1/ui/local/dynamic/index.html) despite documented effectiveness for blank/blue screen issues.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged the device is legacy/EOL and offered basic browser troubleshooting, but stopped short of full best-effort support by not guiding through IP/DNS verification, LAN connectivity checks, or the direct UI URL — all within scope for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the symptom (admin page not loading) and asked about browser attempts, but did not ask foundational diagnostic questions like whether the device is on the same network, if the IP is correct, or if DNS resolves — missing a logical diagnostic sequence.
T2 Partially Met Appropriate tools / resources used conf 75%
The scenario clearly required verification of local network connectivity (IP, DNS, gateway), yet agent did not guide customer to run ipconfig or check router IP — a basic tool expected in such cases. Reliance on customer’s browser testing alone was insufficient.
T3 Met No misinformation conf 95%
Agent correctly stated the E5400 is a legacy/EOL model with no firmware updates, and browser access issues are known — all factually accurate per KB and product lifecycle data.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations early, maintained control of the conversation, and guided the interaction despite customer digressions (e.g., email change, account status).
C2 Met Confirmed understanding conf 85%
Agent used plain language, confirmed understanding ('So when you tap in myrouter.local...'), and adapted to customer’s non-technical phrasing ('admin page', 'lingo').
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and stayed with the customer until resolution was confirmed.
O2 Not Applicable Proactive follow-through conf 90%
Issue resolved during call; no follow-up or disconnect/callback commitments were made.
O3 Not Applicable Closure confirmation conf 95%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation performed and none was warranted — issue was resolvable at L1 with appropriate troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy: 'I totally understand ma’am,' and remained polite and patient despite customer’s tangents and confusion.
X2 Met Tone & rapport conf 85%
Agent matched customer’s pace, used a calm tone, and checked comprehension (e.g., repeating steps, confirming browser attempts).
X3 Partially Met Overall experience conf 75%
Agent avoided unnecessary steps like factory reset, but could have reduced customer effort by providing the direct UI URL or checking IP/DNS — instead, customer had to try multiple browsers independently.
Call Transcript30 turns · 32 lines
Speaker 1
Hi there. I need help with trying to bring up the admin page for my Linksys router. [silence] Hi there. I need help with trying to bring up the admin page for my Linksys router.
00:00
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 one now. For out of warranty products, paid support, 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] Hi, thank you for calling Linksys. Technical support. My name is Dylan. How can I help you today?
00:00
Speaker 1
Yes. I think so or maybe second time. I don't know. My first name is Valerie V-A-L-E-R-I-E. Second name is M
01:00
Speaker 2
the means of saying Admin page ma'am you mean the web user interface right ma'am let me just run some verification with you in order for me to proceed further and see what I can do to help you out with your concern okay uh just to confirm with you is this your first time calling Linksys okay no worries so let me just create a quick record here and gather some information from you uh let's start with your full name all right uh let's start with your first name.
01:00
Speaker 1
[silence] If I have an account, you mean? Oh, um. Hold on. Let me try one more thing.
02:00
Speaker 2
All right. So that's Valerie Morrow. How about the email address? Uh, no, your email address in case that we need to send you an email. [silence] Navina
02:00
Speaker 1
Okay. Um, let's see what email I will be using. [silence] It's registered under. Um, oh, it's registered under email that I'm not no I'm not using anymore. Huh. But this is the email address cuz something happened to that account. [silence] Can it [silence] Okay. Um how about Q U E L C H E V as in Valerie O L T A at shadows S H A D O W S dot com.
03:00
Speaker 2
Um yeah Um And it's any email address ma'am As long as she can receive email Um mm-hmm
03:00
Speaker 1
Okay. Yes. Correct. Okay, let's see. so it would be underneath it, correct? Okay, let me go get it. Okay. Model number.
04:00
Speaker 2
All right, so let me just uh, repeat that one. That's uh, kill Chivala at shadows.com. All right, and let me also verify your phone number, ma'am. Valerie, uh, it's 5132340644. All right. Now can you provide me the model number and the serial number of your Linksys router? Yes, ma'am.
04:00
Speaker 1
So, the model number is E as an elephant, five four zero zero. And then the serial number is 30 and as an normal 10 M is in mother. The number two A as an apple C is in cat 0 9 5 1 8 [silence]
05:00
Speaker 2
uh-huh. uh-huh. uh-huh. uh-huh. Oh uh-huh. Let me just repeat that one man Valerie. It's three zero and for November, one zero and for Mike, two a for alpha, C for Charlie zero nine.
05:00
Speaker 1
Yes. Were you in the military? I don't know. It is spectrum. Yeah, and I called them in regards to the um modem and they check the software and everything in its current. Yes. [silence]
06:00
Speaker 2
518. No, man. Okay. So, yeah. I also confirm with you, mom, who's your internet service provider? Spectrum. All right. I see. All right. So, here's the thing, Ms. Valerie. I just wanna set your expectations. The Linksys device that you have right now is actually already part of our end of life devices, which means we no longer manufacture this one and uh update its firmware. Also, um this device
06:00
Speaker 1
Mm-hmm. Mm-hmm. Uh, it's looking for um, well, when I type in my router.local, so it'll bring up the page, so to link to for the admin page. Uh, it doesn't come up. And I did this less than a week ago. I was able to go in and make some changes to it. So, I don't know what happened from then to now.
07:00
Speaker 2
is actually one of our legacy router. Like it's quite, you know an old model. But anyway when you try to pull up the record I mean, the web user interface what was the error you had encountered? mmhmHMM. [silence] Mhm. Hmm.
07:00
Speaker 1
And it says. No, let me. Yeah, I I tried um, Edge and I tried Chrome. and they both come up with the same thing and I deleted the browsing history. I've deleted the cache. I've rebooted both the router and the modem and it just can't get to it. and when I look at the when I do an IP config all, the so the DNS server is showing like the router or the gateway the same. So 192.168.1.1. but when I try it, it says No.
08:00
Speaker 2
So when you when you tap in my router.local it is just showing you a blue screen? Somehow or? Have you tried using a different browser?
08:00
Speaker 1
Your internet access is blocked, but it's not because I can get to other pages. no problem. Yeah. Yeah, what you said. Oh, I don't know the lingo, so, okay. [silence] Okay.
09:00
Speaker 2
So, your in edge is working fine. It's just that you're unable to access the web user interface. All right. Yeah, okay. So, can we try? Uh, like, uh, going to the myrouter.local once again? Um, Miss Valerie, but this time, can you try putting, like, H T T P S colon double forward slash?
09:00
Speaker 1
So it's my router.local correct? Okay. Thank you. And then I get a cute little cloud with the little dots in it. It says, hmm, can't reach this page. My router.local server IP address could not be found.
10:00
Speaker 2
Yes, ma'am. So, it's http, or sorry, https colon, www, my router, dot local. Mmhmm.
10:00
Speaker 1
the connection check the check the proxy firewall and DNS settings, if there, then not resolved and refresh. Oh, I bought this about two, uh, excuse me. Let's see Okay I could try on another computer and see what what happens Okay you know I bought this router like two years ago or less than two years
11:00
Speaker 2
mm
13:00
Speaker 1
So, okay.
14:00
Speaker 2
Mm. I totally understand ma'am. Well, technically, this is an old model, um and the warranty is just a year. But anyway, that that doesn't mean it shouldn't be um behaving I mean, giving you this kind of behavior. But actually, we do have a lot of report regarding um the web user interface. Because, you know, Linksys has been updating the the page. That's why um some of the access was compromised or even the the browsers or the the links that you've been using to access it is having an issue. Um, I'm trying to locate something here on my end because I think there was an alternative link for you to access the
14:00
Speaker 1
That's o.k. because that keeps IT jobs up, right? Right?
15:00
Speaker 2
web bu i uh... but um it it's also because of like you know um we've been removing some access like old app from the you know old models um
15:00
Speaker 1
Let me try entering the interface. I think yeah, I think I entered the wrong. I hit a wrong. I'm in. Okay, thank you. So Firefox browser worked. Okay, great. Thank you very much. You too.
17:00
Speaker 2
So, you have tried to enter your admin credentials? Uh-huh. [silence] Okay, that's a good to hear, ma'am. [silence] Uh, [silence] yeah, uh, okay, I will not take that one, uh. Thank you so much, miss. And, uh, have a great day. Uh, thank you for calling u-linked us. Uh, have a good day, bye for now.
18:00