V2 Rubric Detail — b3a61e1a-602e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 16:01
Duration
38m 37s
Contact
Mohammad Safah
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00132260
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot access web ui
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (8 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall84.5% (+62.5)

V2 Grader Summary

The agent correctly diagnosed the WHW03’s deprecated cloud access, guided the customer through a factory reset and local login using the default 'admin' password, and helped set a new secure password — achieving full resolution. Technical accuracy and ownership were strong, though communication and empathy could be improved. No escalation was needed or warranted.

V1 Case Analysis

Customer (Mohamed Salah) with WHW003 Velop router cannot access local admin page after factory reset; attempts redirect to Linksys Now splash page. Agent provided incorrect guidance: wrong default password ('admin'), invalid URL 'myrouter.com', and misused recovery key. App access works but web UI remains inaccessible. Issue unresolved; recommend sending correct login steps (use Wi-Fi password or recovery key via 'Forgot password') and consider warranty/repair path.

Troubleshooting Steps
  • Asked for model number and attempted to verify connection.
  • Suggested using myrouter.local and different browsers.
  • Guided the customer to try the five-digit recovery key.
  • Instructed to disconnect Ethernet cable and reset the node.
  • Attempted access via IP address and dynamic index HTML path.
Key Observations
  • Agent stated default admin password is 'admin' [35:00], but for WHW003, it should be the Wi-Fi password on the label (KB: velop_router_setup.md).
  • Agent suggested 'myrouter.com' [05:00], a non-existent URL; correct local access is myrouter.local or 192.168.1.1 (KB: linksys_now_login_admin.md).
  • Agent misused the five-digit recovery key process, failing to direct customer to 'Forgot password' link and not confirming correct entry (KB: linksys_now_login_admin.md).
  • Agent did not verify customer was connected to correct Wi-Fi network before troubleshooting.
  • No warranty check or escalation path discussed despite persistent issue.
Positive Highlights
  • Collected customer name, email, and model number [04:00], establishing basic case details.
  • Attempted to use file explorer and network discovery to locate the router [07:00], though method was flawed.
  • Recognized that cloud access was no longer supported for this model [20:00], showing some product knowledge.
  • Attempted to isolate the issue by disconnecting the Ethernet cable [25:00], a valid troubleshooting step for local access.
Agent Errors / Gaps
  • Provided inaccurate admin password information [35:00]; stated default is 'admin' when it should be the Wi-Fi password on the router label (KB: velop_router_setup.md).
  • Suggested a non-existent URL 'myrouter.com' [05:00]; correct local access is myrouter.local or 192.168.1.1 (KB: linksys_now_login_admin.md).
  • Failed to verify that the customer was connected to the correct Wi-Fi network before giving web UI instructions.
  • Did not confirm whether the five-digit recovery key was entered correctly or whether the router was in the correct setup mode (KB: linksys_now_login_admin.md).
  • Gave contradictory instructions: first said to use myrouter.local [01:00], then 192.168.1.1 [18:00], then dynamic index HTML path [33:00], without validating any.
  • Did not collect serial number until late in the call [03:00], delaying potential device-specific troubleshooting.
  • Failed to recognize that cloud access was deprecated for this model [20:00] and did not provide correct local login path (KB: velop_router_setup.md).
  • Did not escalate or set callback despite unresolved issue and agent's own uncertainty.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent successfully guided customer to access router locally after reset, log in with default 'admin' password, and create a new password, resolving the login issue.
R2 Met Diagnostic thoroughness conf 90%
Agent performed multiple troubleshooting steps: suggested myrouter.local, different browsers, network discovery, default gateway verification, node reset, Ethernet disconnection, and local login — all logically sequenced.
R3 Met Correct resolution path conf 95%
Agent correctly identified that WHW03 (transcribed as WHW003) no longer supports cloud access and directed the customer to local login and reset — an appropriate path for this OOW device.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent asked for model number, serial, confirmed location, checked IPv4 gateway, and diagnosed redirection to cloud splash page as symptom of deprecated cloud login.
T2 Met Appropriate tools / resources used conf 90%
Agent used browser access, File Explorer, and command-line network tools appropriately; no advanced tools were needed or missing for this L1 issue.
T3 Met No misinformation conf 95%
Guidance on myrouter.local, default password 'admin' for WHW03, local login necessity, and 10+ character password requirement aligns with KBs including universal_password_login.md and velop_child_node_setup.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained step-by-step flow but had long silences, repeated clarifications, and occasional disorientation (e.g., confusion over network discovery), losing full control at times.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language but failed to adapt to customer’s IT background — over-explained basic steps like File Explorer while under-explaining critical ones like URL entry.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and completed resolution without deflection.
O2 Partially Met Proactive follow-through conf 80%
Agent provided immediate next steps but did not set a timeline or offer follow-up, leaving no formal callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior interaction or case history referenced; this is a first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent correctly determined issue was resolvable at L1 (login/access problem) and did not escalate unnecessarily.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — issue resolved in-band.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained professional but did not explicitly acknowledge customer frustration or IT background; minimal empathy shown, though not dismissive.
X2 Partially Met Tone & rapport conf 80%
Agent maintained engagement and adjusted slightly by simplifying steps, but tone remained procedural and did not fully match customer’s technical level.
X3 Partially Met Overall experience conf 80%
Customer repeated steps across browsers and devices, but agent eventually streamlined path; effort was reduced over time but initial steps were redundant.
Call Transcript56 turns · 61 lines
Speaker 1
Hi, basically is I've got a little something in my house, but when I'm trying to access it by because what's happening, if my VPN stops working, my one VPN won't. All it allow me to work. But if I hotspot from my phone, it works. So I'm trying to log into the to my linksys, but I type 1 9 2 1 6 8.e5.1.1. But it's showing me to, it's taking me to a website and it says, it says if you're trying to administer Linksys now, Wi-Fi server router and reach this page, it is due to one of these reason, it says your current device is not connected to the router.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your color may be monitored. Please remain on the line for assistance. [silence] for calling Linksys. This is me. How can I help you? [silence]
00:00
Speaker 1
network or to, your VPN is enabled or three, you're using a custom DNS. But the thing is, I'm actually wired in into the into the Lexis device. Yeah. So was it all right? No. Yep. Yep. Do I need to put HTTP FTP or anything like that before that? Or just type it in? Yep. Okay. Ok. Let me just refresh.
01:00
Speaker 2
Uh huh good point. Um, actually, you can also try to access it using my router.local that IP address. I mean that URL, myrouter.local all one word, my router.local L O C A L. Uh, just type it in and then and if ever it will not work you can try to put HTTPS colon forward slash forward slash [[silence]]
01:00
Speaker 1
I'm at home. yeah. It's doing the same thing. It's taking to the same page. yeah, so I, yeah, I'm at home, yeah. So I did H-E-T-P-S. um, my modem number, uh, what am I, uh, it's Whiskey Hotel Whiskey Zero three victor two. um, it's Sierra real, uh, six, zero, India, one, two, sierra, papa, two. Yes, it was running. Okay. Okay. Is it rebooting?
02:00
Speaker 2
You're encountering that kind of error. It's because our links cloud is being moved to um run uh I mean not really to all our links. As of now, it is already uh do you know by the way what's the model number of your router? You're not at home, right? But do you know at least hum hum I see. Because you have um you tried it right now? Are you at home? What's the model number of your router? What's the serial number? you 20, is it S for Sam or J for Jack? The first two numbers? Uh-huh. Oh, okay. And you're looking right now, the links, device, right? 30x4 sugar 20x ih d' mean six zero B for Bravo, nine, zero, five, nine, zero, one. I don't have any data here.
02:00
Speaker 1
Yes. Okay, yeah, correct. I had this since 2000 I think. Correct. That called. correct. That's the one. E that's Mohammed and the last name is Salah S-A-L-A-H Hey
04:00
Speaker 2
but that's what you can really see there. And the model number is, WHW003. Is that the model number? could you provide that? And is this your email? It's, the.oxhottmail that co.uk. And just to complete your record, what's your first name and last name? Can you spell your last name, please? F-L-A-H-A-S-S. Okay.
04:00
Speaker 1
Yeah, it's under my name. It's under my mission's name. oh, yeah i can try it just okay okay. yes, it's me. because the first time when I took you, we set down my, um, the links in device.
05:00
Speaker 2
And Community Fiber is still your internet service provider, You can try there. So on the address bar, see if you'll make sure it's on. Can you use a different browser? Cuz on, Uh, you've been trying it prior calling. Okay, and then you use my router.com.
05:00
Speaker 1
He asked me to enter my password, so I entered the password and then it took me to that page. But the but the funny thing is, is I could log in by the app, but not by the browser. Um, the first, well after I factory reset the device, yes. And then when I type my password it took me to that same page. Yeah. No, no it didn't. No. Yeah, great. You look like a mix of a a a a Petty.
06:00
Speaker 2
[silence] Uh one second. So you're really prompted do a page asking for router password? I wanted to know the moment you type uh the myrobot.local when you press Enter. Did it prompt you to a page asking for router password? Okay. What was the message? Is it still about linksys now? Okay. Now uh you're using a Windows computer. Is this a Windows computer? Okay. There are file Explorer there on the lower left side. File Explorer.
06:00
Speaker 1
Say that again. Where is that? So, do you want me to press the start button? Or what? We'll stay close to the file explorer. Yes. Oh, yes, yes, yes, yes. I've got it. Yeah. Okay. Okay, okay. Hold on.
07:00
Speaker 2
can you see it file Explorer? If you cannot see that you can try to search it on the lower right side of your computer screen. Lower left side. Yeah, the file explorer. Can you see that file Explorer? So just search for it. There's a small search box on the lower. Okay, good. Now go to network. Under network, it will list there the lense's name. Can you see it? Lense's name. Lense's network.
07:00
Speaker 1
I have to get my hold on let me get my let me get my normal laptop, because it's my work laptop and it's being closed by the administrator yes I think sincere also explored into, play Explorer, okay. [silence] do I log into it by Wi-Fi or? cannot to connect to local. [silence] It's weird. I'm not seeing anything. Literally nothing in there.
08:00
Speaker 2
futile fove explorer first and go to network look for your twice click there the twice when no network file explorer and there message there to turn on a access under fine plow a network sometimes need there is a bump message and then all you need to do is to allow
12:00
Speaker 1
so you like to change okay so turn the on now yeah okay oh yeah sure me doesn't says you just told me my bike fine though then yeah no yeah
13:00
Speaker 2
is off? Okay, so, uh, click the change and have it on. So, it will list, uh-huh, so, uh, part of the list is Linksys. Click on Linksys. Double click. that will lead you right away to the login page, supposedly login page of the router. Under network. Since you already turned on the network discovery, you cannot see Linksys from the list. It means you're not connected at all. You said this is a different computer. Did you already connect it to the Linksys Wi-Fi?
13:00
Speaker 1
Yeah, good. Um, I've come round and everything. Well, no., no., no., that's, yeah, that's only Wi-Fi I've got. So yeah, the computer connected to the, mentioned Wi-Fi. Uh. Okay. Well. no.gen. Let me just go first. Uh. Yeah, because it should really show when you do, when you do that because not to show why it's not showing that. because it only shows me one device and that particular device is the, quite, which is the. my. thing the virus the thing.
14:00
Speaker 2
But the question is, is it connected to Lynx's Wi-Fi? Not to a different Wi-Fi connection. Okay. Because Lynx's Wi-Fi is a network, therefore it should be listed there. But you cannot really see it. There is nothing there that starts with Lynx's name. That's really weird if that's the case. Let's... [silence] lynx. [silence] Lynx. So under network you can only see one option there. Oh, and what, what option is that again? About? that's not. Can you, uh, close everything? Mhm. Okay, just close everything there and just reopen file explorer after.
14:00
Speaker 1
[KEEP_UNCERTAIN] [silence] Oh, it's OK. Hi. I can't find it. connection. OK. Oh, it is the CMD cord one. Hello? Yeah. yeah. Hold on. Um, how can I help you? Did you say? Yes. Yeah. Um, is it the Napa CPL? Yeah.
16:00
Speaker 2
Nancy, Charlie, Papa, Alpha. Dot. Dot CPL. So Canada, Poland and London. OK. Press enter and that will take you to or that will lead you to your network connections. I need you to write. Right-click on Wi-Fi and under Wi-Fi you should see status. Click on status. Under status there should be details. Click on details. And what's your IPv4 default gateway? What's the number? [Silence]
17:00
Speaker 1
Default gateway that's the default gateway. Sorry, but 192168.1? Oh, sorry, by the way, I work for IT. I know and exactly what you're doing. I work with network engineer, so yeah. Yeah. Yeah, I did. Because when I was originally I changed my live IP address to candle IP address so what happens.
18:00
Speaker 2
Okay. All right, Open a browser using that laptop and then type there HTTPS colon forward slash forward slash 192 period 168 period 1 period 1. Um, I see. You should have told me earlier because if that's the case, then just one word and you'll get it already. By the way, prior calling us, did you try to restart your router?
18:00
Speaker 1
I fact, I factory reset it, so it went back to one, uh, one, six, eight.
19:00
Speaker 2
And you just bet. And aside from that, did you try to reset the router already? Reset and not restart but totally reset by pressing the reset button because in that way, since you try pressing the reset button, because that will of course it will delete the current settings so you should be able to access the settings after so when you reset the router, were you able to log in or not? [silence]
19:00
Speaker 1
It told me to enter my username and my password for Linksys and when I entered my username and my password, it went back to the splash page. So, that's why I got confused. Um. Yeah. Okay. They're cloud access or is it because um, okay. Because what it is, um, the thing is I've got the app, I can log in by the app and I can make changes into the into this model. But the problem is now that I'm having is
20:00
Speaker 2
uh it should not ask anymore for a username and password you need to log in locally because the cloud access for this one is no longer working the linksys account it will no longer be uh it's no longer accessible because it was already removed actually our um team uh first uh this specific model number this was the first device they removed the cloud access
20:00
Speaker 1
my workplace is I need I need to have I need to log into my work by using the VPN but the problem is now is whenever I'm trying to login to the VPN by using my internet provider it does not allow me to do anything so I got told to look at my setting on my lyncing device because when I connect a hotspot from my phone to my work laptop it will work but when I'm trying to log in into this device nothing seems to be working I thought it might be the the Link's WiFi device yeah yeah yeah yeah yeah no sorry so yeah so after I factory reset it it doesn't work it also you also me to give the
21:00
Speaker 2
Uh-huh. It's better. Uh-huh. That's why you wanted to access the router settings? That's why you want to log in locally? OK. When you log in locally, no need to use the email and password. It should only ask you for router password. Just the router password. Local access.
21:00
Speaker 1
It's like a code, it's like a, it's like a weird, it's like a five-digit number that is on the Linksys device. And then I typed that five-digit number. And then it took me yeah, and then it took me back to that splash page. It took me back to the same splash page afterwards. But it keeps saying Wi-Fi 7.
22:00
Speaker 2
key, okay, okay. Oh it routes you back? Yeah. Which, this is not even a Wi-Fi 07 device, only five. Uh you can try to use this link, uh one second. Still having HTTPS, colon, forward, slash, forward, slash, and then the IP address, and then forward, slash. Uh one second let me just pull that one up. It's a different, um, I mean it's a complete
22:00
Speaker 1
Well, it show you four zero fail, page not found. Yeah, correct. Yeah, correct. So so what do you want to do? OK, from the actually set. No problem. Oh, but I don't I'm connected by Wi-Fi now. To this. To the Lindsay. Do you want to do Yeah. Oh, to the circuit. Okay. To the main circuit. Okay. Yeah, that's fine. Okay. Okay. Yes, it is. Okay.
24:00
Speaker 2
main node, your [silence] computer. I'm referring to the main node, the actual main node. Kindly disconnect that one from the modem. Just the ethernet cable that connects the link sits and the modem, but keep both device turned on. Just the ethernet cable. Okay, thank you. And is it blinking red right now on top? Okay. Now try to access it again. Just the 192.168.1.1.
25:00
Speaker 1
I'll just keep going on my circle. Uh, yes, correct. Yes, it's all... No, no, no, I don't. Just the one here.
26:00
Speaker 2
So is, is it, just loading? Okay, and you're using already edge browser? Okay, so it still didn't work. And it's weird because under network, it was not even being detected. Uh is that the only Linksys device you have, Mohamed? You don't have another extender, just that one? Okay. [silence] Is it okay if we reset that node now while it's disconnected?
26:00
Speaker 1
You're going to fracture reset or switch it on for switchback one? Okay. Okay. Okay. [silence]
27:00
Speaker 2
Connected to the modem. Just the node alone, okay. I just keep it uh turned on. Just press the reset button.
27:00
Speaker 1
Okay. Yeah, it's still rolling.
28:00
Speaker 2
okay yeah once the node is already purple you can try to access it [silence]
28:00
Speaker 1
sure to Ok PC. do you want me to connect Ethernet cable or the modem, yes, yeah, no, no, it's not yet. do you want to use the 1.1 or the dynamic for index. Okay. I need the I need the.
29:00
Speaker 2
pardon it's purple now. just a keep the note unplug from the modem okay i mean it should not be wired for the meantime okay now reconnect your laptop to the setup name and after that you can try to access it using the IP address zero one zero one.
29:00
Speaker 1
Yes. Getting HTTP errors. Order. Okay. Same thing, but it's not showing me the is. Okay.
31:00
Speaker 2
local dynamic index dot HTML. Let me just start over again. So http... Ah, you already press enter. You can remove the S instead just http colon forward slash forward slash forward slash.
31:00
Speaker 1
[silence] yeah you just showed me that you are what but it doesn't show you anything else and let me try it different browser on [silence] yeah same thing. Yeah, so I've got Chrome and Edge both the same thing. Usually what it does, it shows you at the bottom, it shows you then like a blue link and then you click on that and then you ask you for the for the password. Oh, okay. Yeah. Yeah.
32:00
Speaker 2
Is it still asking for a QR code? Yes, please. And you're using Chrome browser this time? Yeah, BlueScreen. Actually, it was already reported and those are the workarounds given to us. And um, you
32:00
Speaker 1
When you're on the Friday, . When do I? on Saturday. and then a Saturday morning. Wednesday Woo. It's a it's a it's a what? dynamic index divided and then to the TN app and then this I don't It's taking me to that thing where it says get up and running download the Nexus one app and then that's it
33:00
Speaker 2
Can you try again? just open another tab, use Google Chrome Browser. Obviously Same link HTTPS colon forward slash forward slash one nine two dot one six eight dot one dot one forward slash UI forward slash local forward slash dynamic, yeah, forward slash And X dot HTML. Let me know if it's still 404 bad requests. Hmm. Finally. Okay, one second. Just don't click anything, uh, for the meantime. prior calling us.
33:00
Speaker 1
Oh, uh, no. So, when I, when I had the same error this morning, I went to fracture resetting it, I had that page already coming up. Um, and then and then what what happens is you you will show you you will tell you to enter your then you say I'm going to download the app or you're clicking for the browser at the bottom. So, I click for the browser and then it's asking me to enter the the five digit password from from the router. Or something like that. So, I entered the number. Then after I entered the number, it is and it just went back to that VPN splash page. The one that I told you before. Okay. The picture of the phone, it says Google Play or appstore.
34:00
Speaker 2
so were you able to access that page or this is the first time you see that [silence] um hmm okay all right let's do it together this time just click there the picture of the phone yes there's two phone
34:00
Speaker 1
Yeah Okay Yeah Yeah correct Okay Which one You still have one more answer Yeah it's a voter password okay Okay so that really said we have to
35:00
Speaker 2
Uh, not that one, but just click the image of the phone. There's two phone pictures there. Just click anywhere of those two phones. It should show one moment, and then, yeah, should ask for router password. So, log in using admin password, all small letters, admin. Okay. Okay, that's only admin, all small letters.
35:00
Speaker 1
update it a possible requirement to be more secure. it a new one. Okay. Yeah, correct. I'm on it now. We have to share this with them.
36:00
Speaker 2
Okay, you can create a new password now. Yes. That must, uh have 10 characters or more. Okay, good. Yeah. So, that's actually the workaround, uh they discovered. So, you can change that and create a new password. [silence]
36:00
Speaker 1
Okay. Okay. Yeah, okay. I'll find a chapter two CA. [silence] No, [silence] I don't want [silence] [silence] Yeah, [silence] Yeah, Yeah, [silence] okay. Yeah, [silence] Yeah, I'll find it. Yeah, I finally- haha. No, no it's fine. I said to find out what was causing my VPN not working for my workplace. I just wanted to access this page in order to look at the setting and change a few things. Yeah. Okay. Okay. All right. Thank you very much. Okay. Take care. No. Uh, no, no. All right. Yeah, I'm not a fixture as a-- [silence] just a co-owner. She-- [silence] she founded the business in 2004 on a premise or-- [silence]
37:00
Speaker 2
Okay. All right. Do you think you can take over? Yeah, okay. Exactly. All right. You're welcome. Mahomet, thank you for calling. Bye bye. Bye bye.
38:00