V2 Rubric Detail — a4d85dbc-68d5-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-15 16:17
Duration
33m 35s
Contact
Sam Salazar
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00050381
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CANNOT ACCESS UI REMOTELY.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+39.8)

V2 Grader Summary

The agent successfully resolved the customer's inability to access the router web interface by guiding them through firewall/VPN disablement, correcting the URL from an erroneous 'myrouter.com' to the proper '192.168.1.1' and 'myrouter.local', and assisting with password recovery. Despite a minor technical inaccuracy in the initial URL suggestion, the overall troubleshooting was logical, empathetic, and effective, resulting in full access restoration without escalation.

V1 Case Analysis

Customer unable to access WHW03 Velop router web UI; guided to disable firewall/VPN, access 192.168.1.1, and recover admin password via recovery key. Access restored.

Troubleshooting Steps
  • Instructed to access router locally via 192.168.1.1 and myrouter.local
  • Advised disabling firewall/VPN blocking access
  • Guided through admin password recovery using router's recovery key
  • Confirmed successful login to router web UI
Key Observations
  • Agent provided incorrect URL 'myrouter.com' instead of valid local URLs (192.168.1.1/myrouter.local), violating KB accuracy standards
  • Serial number miscollected as '20-J' instead of '20-M' despite clear customer repetition
  • No case/ticket number created or referenced during the call
  • Multiple efficiency failures: unresolved URL confusion, repeated firewall/VPN checks, and lack of step confirmation
  • Communication barriers included unclear phrasing, overlapping speech, and failure to recap steps
Positive Highlights
  • Successfully restored router access through password recovery process
  • Correctly identified WHW03 as unsupported in Linksys app and advised local management
  • Accurately instructed firewall/VPN disablement when local access was blocked
  • Patiently guided customer through recovery key location and entry despite accessibility challenges
Agent Errors / Gaps
  • Provided invalid web address 'myrouter.com' instead of KB-specified 'myrouter.local' or '192.168.1.1'
  • Misheard and recorded serial number as '20-J' instead of '20-M' during collection
  • Failed to create or reference a case/ticket number
  • Did not verify existing access methods before introducing incorrect URL
  • Repeated unclear instructions without confirming understanding or success at each step

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'Okay, it's opening up now... I got everything on here now.' Issue fully resolved with access restored.
R2 Met Diagnostic thoroughness conf 96%
Agent systematically guided through connectivity checks (firewall, VPN), correct URL/IP usage, and password recovery—logical troubleshooting sequence.
R3 Met Correct resolution path conf 95%
Correct path chosen: local access via 192.168.1.1/myrouter.local and admin password reset—appropriate for OOW device with discontinued cloud support.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Identified symptom (can't reach web UI), asked about firewall/VPN, verified network connection, and isolated cause to browser security settings.
T2 Met Appropriate tools / resources used conf 94%
Used correct KB-based guidance for local access; no additional tools (e.g., remote session) were necessary or feasible for this issue.
T3 Partially Met No misinformation conf 92%
Agent initially instructed customer to use 'myrouter.com'—a non-existent URL—before correcting to 'myrouter.local' and '192.168.1.1'.
Communication
C1 Met Clear & professional language conf 95%
Set expectations early, maintained control despite customer confusion, and guided step-by-step through complex access issues.
C2 Met Confirmed understanding conf 93%
Used simple language, repeated instructions clearly, adapted to customer’s pace, and confirmed understanding throughout.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Took full ownership—no transfer, stayed on call, and saw issue through to confirmed resolution.
O2 Met Proactive follow-through conf 95%
Provided clear next steps: use 192.168.1.1 or myrouter.local locally; no pending actions or callbacks required after resolution.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; first contact with no continuity gaps.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore, execution is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 96%
Repeatedly expressed patience and empathy: 'You're welcome, sir, no worries,' and acknowledged customer effort.
X2 Met Tone & rapport conf 94%
Matched customer’s slower pace, allowed time for magnifying glass, and adjusted tone to remain supportive.
X3 Met Overall experience conf 93%
Avoided unnecessary steps like factory reset; guided directly to viable solution using existing tools and knowledge.
Call Transcript45 turns · 50 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 one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. 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. Okay, now let me just confirm if I'm talking with Sam Salzeder. Again, your email address is Neslo51@aol.com. Okay. Now before we proceed, let me just confirm your linksys devices. Model numbers are WHW03. Finally, can you provide the serial number of the wireless nodes?
00:00
Speaker 1
A as in apple 09777. 20m3 CA 09777. Yeah, three sevens. Yes, three sevens at the end. It's spectrum. [silence]
07:00
Speaker 2
Can you please provide it again, two-zero-J? Okay, so 20-J for Juliet, 20-M for Mike, 3-C for Charlie, A for Alpha, 0-9-7-7-7. Okay, so it's WW03. And where did you purchase? Oh, sorry, who is your Internet service provider? Okay. Spectrum. Now before we proceed, I would like to set an expectation regarding of this device. Okay, so WW03, sir, one of our old version for our intelligent mesh devices from Linksys. And as of now, we are no longer
07:00
Speaker 1
Okay, so you said the link sysmart Wi-Fi site and it no longer works. Correct. Okay, so how will it and you and then you said I can monitor the.
08:00
Speaker 2
no longer manufacture this one and due to the firmware updates, I sincerely apologize that this HW03 are no longer visible on the Linksys app. But you can still access this one on the web interface. And regarding with the Linksys, Smart Wi-Fi tools, which you can try to access using your email and password. So yes, the Linksys Smart Wi-Fi remote access websites has been discontinued. However, your routers or an internet connection will continue working normally. So you can still manage your router settings locally by accessing myrouter.local or 192.168.1.1. Yes. Exactly. But can you please use go ahead?
08:00
Speaker 1
another way you said? Yes. Dot L what? Oh, local, okay. Let me one second.
09:00
Speaker 2
Yes, locally. Do you have a computer in your end? Okay, can it make sure it's connected to your latest network? I guess it's already connected. Type on the address bar, my router.com So, one word M Y R O U T E R dot C O M Or M Y R O U T E R dot L O C A L L O C A L L O C A L All right.
09:00
Speaker 1
Hey it gave me several that show says my router login how how to log in the Linksee dual. Dan Did I type in the wrong thing? I'm on it's on AOL. Oh well I typed it in on AOL and I think they use edge. Okay, let me see. I think I have that in here. Let's see. Um.
10:00
Speaker 2
Oh, is it? Did you go to Google? Is that under the Google? Yeah. OK, how about Google? [silence]
10:00
Speaker 1
Okay, let me try to type to begin here. See it says it can't reach that page. Do I just put that in or do I put in my router.local? Okay. Okay, I can't write that fast. What is it again? 192.168.1.1.
11:00
Speaker 2
I'll go to 192.168.1.1. Now delete my router.local on the Address bar. Type 192.168.1.1. 192.168 [silence] .1. [silence]
11:00
Speaker 1
okay okay I got 192.1.68 8 oh shoot and let's see oh dot 1.1 okay I got that too let's see okay that says access your router login sorry it's been blocked [silence]
12:00
Speaker 2
No, 192.168.1.1. Yes, 192.168.1.1. Okay, go ahead. Are you connected to your lang-sust network? make sure that laptop is not be working go ahead okay yeah it's okay
12:00
Speaker 1
[silence] Well, says something went wrong. Yes.
14:00
Speaker 2
Sure. Type, 192.168.1.1.
14:00
Speaker 1
you know what I'm doing let me see let me see I apologize what I did was when I signed on to the um computer I went I automatically always go to Norton so I got to type it in on here like you told me [silence] i always try and hurry when i'm on the phone with somebody and then that's how i make mistakes. Nope. It says, this site cannot be reached. It's probably because of the firewall. All right. Let's see. Turn off the firewall.
15:00
Speaker 2
Yeah, it's okay. Yeah, make sure to disable the firewall. That's blocking the website.
16:00
Speaker 1
That's what I'm doing. Okay, I got it now. See, now let me try it.
17:00
Speaker 2
OK, can we disable the firewall or turned off firewall?
17:00
Speaker 1
Yes. It's, it's trying to to it says it can't be reached. So I have the firewall off. Let me try that.
18:00
Speaker 2
enter in your browser my router that low call
18:00
Speaker 1
No, can't be reached. Oh, the notes. Oh, silence. It's blue like light, looks like it's supposed to be. Okay. Okay, do you mind? silence. Now, it says it's been blocked.
19:00
Speaker 2
Looking at the right channel, the speech transcript is as follows:
19:00
Speaker 1
and I have, I have the, I have it on, I have it, Norton block off. Yes. says we have what? okay, let me check the VPN.
20:00
Speaker 2
All right, so when you entered 192.168.1.1 on the address bar of your Microsoft Edge, it shows it's been blocked. Do they have a VPN or a firewall?
20:00
Speaker 1
Okay VPNs on, so I'll turn that off too. Okay, I'will go back to hear, enter that. Okay, that time it act, oh wait. Okay.
21:00
Speaker 2
Yes. So, and no, so, M, 3 1 9 2 1 6. 81 again. PAUSE M.
21:00
Speaker 1
It says, uh, log in, access your router admin page. And how do you do that? Uh, it says, open your browser and go to '192.168.1.1. Enter your router'. Okay. You want me to try that? Okay, uh, Winsley, why am I getting a warning when I'm trying to access my router settings?
22:00
Speaker 2
yeah [silence] proceed to access the router admin page. [silence] Do you have the option to continue to click that one to proceed? [silence] How about my router.local? So on the Microsoft Edge, URL bar or address bar type my router.local. [silence] Okay, click advanced.
22:00
Speaker 1
Oh, continue, okay. Now, it gave me a list, uh, how to bypass warnings on all these. Okay. Okay, it says your connection is isn't private advance or go back. Okay. Uh, the server couldn't prove that my route or local is secure certificate not trusted. So I can. Okay.
23:00
Speaker 2
advance or continue. Yeah. Proceed or continue. Click on Save 192.168.1.1 Okay. And what is the options on the bottom? advance Yeah. continue
23:00
Speaker 1
Okay, now it's sign in. I'm sorry, go ahead. Yes. Okay, let me get it here.
24:00
Speaker 2
okay so have you created your own router password? okay so use that credential to sign in. [silence]
24:00
Speaker 1
okay, better password, let's see, give me one second here. It keeps, uh, when I sign in with my password, it keeps going back to sign in again, like it's not taking it. Should I reset the password? Okay, reset it inner recovery key. that's. I have serial number and Mac address. It's so small, I gotta take a picture of it real fast [silence]
25:00
Speaker 2
OK. Click reset or forgot password to create a new one. OK. The recovery key is labeled on the bottom of the parent node. The five five-digit number and its labeled recovery key.
26:00
Speaker 1
So I can see it. Hmm. Let's see. I wanna thank you for being so patient with me. darn. Damn it. Darn it.
27:00
Speaker 2
Okay, you're welcome, sir, no worries. [silence]qudao teacher report, two dosh advance.
27:00
Speaker 1
I'm sorry. I'm going to have to get a magnifying glass. Writing, I even took a picture and then tried to blow it up, and it's real small. Okay. Create a new admin password. Okay. Because I have two links here. I have Wi-Fi sign-in and then I got I don't know why I put it this way. I have links sign-in and then links to Wi-Fi sign-in. That's the one I want, isn't it? For the Wi-Fi.
28:00
Speaker 2
Okay. So make sure to follow the rules or requirements on creating your router admin password. Yeah, but did you click the, Can you monitor? I forgot password and I should recover.
30:00
Speaker 1
It it didn't ask to uh that I forgot. I think it just said, I think it said just to recover it, I think. You want me to go back? Why I I did that. I I put the I entered the recovery key. I submitted that. And then it gave me uh it says create a password, create a new admin password. Can I use my old one? Right. [silence]
31:00
Speaker 2
Did you type the recovery key? Did you type the recovery key? [silence] Yeah, because if [silence] Yeah, make sure you're still on the links at Linksys Smart Wi-Fi tools, you need to enter the recovery key for you to proceed on creating an [silence]. admin password. [silence] Yeah, that's it. Create a new admin password. [silence] Yeah, you can use the old one, but yeah, make sure it will accept it. [silence] because you need to follow the rules on creating a router password. So your Wi-Fi password will not affect with this changes.
31:00
Speaker 1
Okay, it's opening up now. Router. Oh, there it is. Yeah, I got everything on here now. Okay, so, in order to get back in here again, do I do my router.local or do I do the 192?
32:00
Speaker 2
Okay. So since I guided you on how to access the web interface locally. So since this model are are no longer visible on the Linksys app and we discontinued the remote access. So every time you're going to manage your router settings, feel free to access the web interface locally. Okay? Both. Try to use different browsers.
32:00
Speaker 1
Okay. Yeah, this is exactly what I wanted here. And thank you so much. And again, I want to thank you for being so patient with me. and I apologize that when you get old, it. You too. Thank you. Bye. Bye.
33:00
Speaker 2
You're welcome. Bye.
33:00