V2 Rubric Detail — be638026-6e44-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 14:14
Duration
20m 11s
Contact
James Caulfield
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134251
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Access Linksys App/Web UI
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided standard troubleshooting procedures (reboot, local access, password reset flow) and failed to escalate despite unresolved issue.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-40.0)

V2 Grader Summary

The agent failed to resolve the customer's account access issue by skipping essential troubleshooting steps like local web UI access and proper password reset via linksyssmartwifi.com. Despite the customer being locked out and unable to proceed, no escalation was initiated, and the interaction lacked structure, empathy, and ownership, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to log into WHW03 router; out of warranty; agent incorrectly suggested default admin password 'admin'; no resolution; advised to locate recovery key for password reset via local web interface.

Troubleshooting Steps
  • Asked for model and serial number (model identified as WHW03)
  • Incorrectly suggested using default admin password 'admin'
  • Advised force-closing the Linksys app and retrying login
  • Mentioned the recovery key option for password reset (but did not guide the customer to use the local web interface)
Key Observations
  • Agent incorrectly assumed the default admin password for WHW03 is 'admin' — per KB, WHW03 (Velop) does not have a default admin password.
  • Agent did not guide the customer to use the local web interface for password reset via recovery key.
  • No escalation path, paid-support offer, or clear next-step was provided for an out-of-warranty case.
  • Long periods of silence and repeated filler reduced call efficiency.
Positive Highlights
  • Agent correctly identified the product model as WHW03 based on serial number lookup.
  • Mentioned the recovery key as a path to reset the password, aligning with KB guidance.
Agent Errors / Gaps
  • Incorrectly stated the default admin password for WHW03 is 'admin' — per KB (universal_password_login.md), WHW03 does not have a default admin password; one must be created during initial setup or reset via recovery key.
  • Failed to guide the customer to use the local web interface (http://myrouter.local or http://192.168.1.1) for password reset using the recovery key — instead focused on the app, which is not required for local access.
  • Did not offer escalation, paid-support options, or self-help resources (e.g., KB article) for an out-of-warranty customer.
  • Did not acknowledge customer frustration or provide empathetic statements despite clear signs of distress.
  • Did not summarize next steps or set a callback/follow-up expectation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer never regained account access; issue was not resolved and no valid escalation or RMA path was provided.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped reboot, local web UI access, and password reset via linksyssmartwifi.com; only suggested force-closing app.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged out-of-warranty status but continued troubleshooting; however, failed to guide toward correct resolution path (e.g., cloud reset).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No structured diagnostic: agent did not identify whether issue was local vs. cloud, firmware, or account-related before suggesting actions.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use local web interface (http://192.168.1.1 or http://myrouter.local), remote diagnostics, or direct password reset link despite being necessary.
T3 Partially Met No misinformation conf 87%
Correctly stated default admin password is 'admin'; but incorrectly implied app login would work without recovery key when account was locked.
Communication
C1 Not Met Clear & professional language conf 96%
Frequent long silences, no clear agenda, and agent lost control; conversation drifted without structure.
C2 Not Met Confirmed understanding conf 94%
Used terms like 'force close' and 'residing' without explanation; did not confirm understanding or adapt to customer’s confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Repeatedly asked for model/serial and basic info without taking ownership; offered no proactive steps or follow-up.
O2 Not Met Proactive follow-through conf 96%
No defined next steps or timeline; ended call without commitment to callback or resolution path.
O3 Not Met Closure confirmation conf 93%
Customer mentioned prior calls but agent ignored history and re-asked all questions as if new contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue remained unresolved after minimal troubleshooting; customer expressed ongoing login failure — warranted escalation not initiated.
E2 Not Met Escalation prep & handoff conf 94%
No escalation occurred despite need; E2 cannot be NA because escalation was warranted but not executed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No acknowledgment of frustration or repeated effort; remained transactional throughout.
X2 Not Met Tone & rapport conf 95%
Tone did not adapt to customer’s confusion; continued with ineffective steps even after login failed twice.
X3 Not Met Overall experience conf 95%
Customer repeated serial number and device details multiple times; agent failed to record or reuse information.
Call Transcript41 turns · 41 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 [silence] depending on your issue. Hi. Thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today?
00:00
Speaker 1
my product is currently out of warranty, but I need some assistance in trying to get entry into my account. I'm having difficulty doing that. yeah, either the web interface or the smart app, when I try to start an account, the system comes back and says, I already have an account, but I can't seem to gain access to my existing account. Um, no, unfortunately, I don't have access to that information this morning. I was just trying to reset the password, uh establish a new password to log in, and for whatever reason, I'm not able to do that. And then if I
01:00
Speaker 2
I see. So you just wanted to access the Linksys web user interface. Um I see. Uh did you try to access it locally, like using the router password and not the email and password? [silence]
01:00
Speaker 1
try to if I try to start a new account, create a new account, the system tells me I already have one. [silence] uh the Lynsis app. Uh I I tried to log in with my reset password and I was not able to access uh when I when I use the web interface and click the submit button, nothing happened. Yeah, sure. Sure. I'm having some problems with my Wi-Fi system.
02:00
Speaker 2
uh huh so um... what was uh... what was the error when uh... you tried to login sir on bottom like uh... on the web user interface our in the links that uh... I see I may notice uh... what's uh... the reason why you wanted to exit the links as up or the web use an interface uh...
02:00
Speaker 1
You know, everything's been going offline or dropping out or whatever.
03:00
Speaker 2
Okay sir. Thank you so much for that one. Let me just run some verification with you sir and see what I can do to help you with this. Okay, and may I have your full name, so that I can create the record of you here?
03:00
Speaker 1
That's correct. Sure, yeah, if when I give you my email address, you probably have record of me calling in before some years ago. The email addresses James.caulfield J A M E S.caulfield@stjaneol.org.
04:00
Speaker 2
That's Callfield, right? James Callfield? Okay. Right. Thank you so much. And how about your email address or James? Okay. So that's James...
04:00
Speaker 1
Correct. Very good. Yep. Very good. Uh, I don't have access to that information right now, I don't believe. Um, my problem is I have several nodes. I don't know which one is the router, which one is the parent, which one are the child nodes. It's unfortunately, this is a small office and so those devices are all over the place. So I'm not sure, um, which... Yeah, I don't... [silence] I don't
05:00
Speaker 2
Colfield at pan chain Chantal.org? [silence] Okay. [silence] All right. [silence] And okay. Now, uh can you provide me the model number and the uh serial number of your Linksys router? [silence] Oh, uh the parent node is the one that is connected directly to the modem. If you have a modem. [silence] That's the uh that's the parent node. [silence] Oh, I see. [silence]
05:00
Speaker 1
know what is the parent? I mean, I have, I'm just trying to see what I have here. I have some pictures on the back of several nodes. Yeah, no, unfortunately. Yeah, let me take a photograph of that. Can you stand by one second? Thank you. Hold on. [silence] Yeah,
06:00
Speaker 2
you you don't really have enough of this like to the main one to where the internet source is coming from well you you can you can provide me at least one that you can physically check or the one that you have uh sure sir no problem
06:00
Speaker 1
The node that I can access. I can give you some information. I don't know if this is a serial number. I have name and password for the node. Recovery key. Is that information you need or no? Okay. Let me let me yeah let me try again. Stand by one more moment.
07:00
Speaker 2
now, sir, if peanut, and we don't have a copy of that. Um. um first, uh, no, sir. Um, it the serial number is like, um, the one that shows s/n on the device. Okay.
07:00
Speaker 1
Alright, serial number is 20JL James 10CL Charles 61763350. Correct.
08:00
Speaker 2
All right, sir. Let, let me just repeat that one. It's 2-0-J-1-0-C-617-6359. All right. Let me just check this one here. And may I also concur transcribe this audio.
08:00
Speaker 1
Sure Verizon. So altogether I have uh one two three uh I have four altogether. [silence]
09:00
Speaker 2
Verizon. I got it. Okay, so I've checked here and you've got a blazing sys router with the model WHW03. Um, how'm, may I know how many nodes do you have right now? Four. Okay.
09:00
Speaker 1
I have a computer that's not connected to Wi-Fi. No. No. It's it it's it it's hardwired into a network switch. It's it's not Wi-Fi at all. But I but I can I can use my cuz I'm
10:00
Speaker 2
Okay, sir. I may be able to help you or walk you through accessing the web user interface, but... Yeah, anyway, we can try the web user interface, because it's much accessible. If you have a computer there that is connected to the Wi-Fi, that would be great. I mean, is it hardwired to one of the nodes? Oh, okay.
10:00
Speaker 1
I'm calling you from a landline phone, so I can use my my mobile device to try to access the interface on my smartphone. I don't know I don't know how to do that, I don't think. Uh-huh. I do have the,
11:00
Speaker 2
Okay, yeah, we can try that one. But at least try to set your browser into desktop mode. I may know what's the mega model of your phone. Okay, so that's Google Pixel 6 and I'm just checking that one here.
11:00
Speaker 1
OK? based. Um, OK. Sure. Let me open the app. Yep. Mhm. OK. So email address is the one that I gave you stand by.
12:00
Speaker 2
okay uh... I see so that that's try for the the Linzeus app instead okay so just make sure that your Bluetooth is turned on um your your phone is connected to the wi-fi okay and then let's try to or if you previously open the Linzeus app try to force close it first and then try to re login did uh is there an option for you to log in [silence]
12:00
Speaker 1
There is. Yeah. Oh, that's why it's not working. Okay. Okay, so router password. I don't know what the router password is. Sure. So router password is admin. Uh me. Yep, let me try.
13:00
Speaker 2
uh you can try your uh admin I mean your admin all lowercase instead uh not your Wi-Fi password really sir try it first
13:00
Speaker 1
[silence] It says securely logging you in. Uh nothing happening yet. Nothing yet. Uh what's showing on my smartphone screen is securely logging you in and then there's a uh just a circle graphic going around trying to log in. Okay.
14:00
Speaker 2
uh, which, showing this screen right currently, uh,
14:00
Speaker 1
Nothing yet. Yep, I'm still, still trying to log in but go ahead, go ahead. Okay. [silence]
15:00
Speaker 2
to the same. uh... when you... mm-hmm. yeah, Yeah, give it at least two minutes, sir. Uh, but, uh, if it reaches, uh, if, I mean, if we reach two minutes and there's still no progress, we can try to force close the language app again and, and try to re-log in back. And, um, was there like an option for you to reset the password? Or forgot the password when you logged in using the router password? [silence]
15:00
Speaker 1
I'm not sure I can, uh, yeah, yeah, let me see if I can, um, if I can access, uh, the apps and then go into Linxos and then four stop. So, okay. Four stop. Okay, fine. Now, let me go back in. Make sure. Router password. Email router password. Now, uh, I'm getting a message that says looking for routers on your network. Oh, okay. Actually, it, it, it found the, uh, WH
16:00
Speaker 2
Yeah, we can try to reset the password and then try to create your password because it might not accepting the the password that you input there. [silence]
16:00
Speaker 1
W03, is that the one I want to click on? I'm assuming. Okay. Um, and then I just uh, continued with admin and then it's now saying securely logging you in, but no progress yet. Probably should be pretty quick. Um, no. Yeah, it's it's not logging in. Um, let me see. Should I try to force? Go ahead. Yeah, let me do that again. Sorry, let me do that again. So, what I think was
17:00
Speaker 2
Yep. Mhm. How's your residing going? Yeah, yeah I should. Yeah, try to force close the links up and then, let's reload again? Okay.
17:00
Speaker 1
what's happening there? When I went back into the app, I think it was automatically searching for the devices. I didn't have any, uh, I didn't initiate any commands. It just automatically started searching. Let me just see. So go into the Lynxus app. Uh, let's see. Hold on one second. Before I do anything. Okay, so reset. No. The, the, the option for reset the password. Um, let me just, let me just see what's happening here. Hold on. So, I can reset the password. Mhm. It's asking me for a recovery key. [silence]
18:00
Speaker 2
[silence]
18:00
Speaker 1
Okay. I'm gonna have to go search for that. So, if I get that recovery key, reset the, reset the admin, um, or reset the router password, uh, then I should be able to access the nodes at that time. Okay. Um, I'm trying to figure out why this system was dropping out. I don't know if it was electricity or internet. It may have been an internet problem. I'm not sure. But... Right. But, other, otherwise, the Linksys system, even for a small office, it's been very, very good and it's been very steady and the coverage has been excellent. So, let me see. Let me see if I can, I'll let you go. Let me see if I can find the, um, the recovery, recovery key. Thank you so very much for your time. I'm very, very, very grateful.
19:00
Speaker 2
uh, Uh, mhm. There's a lot of factors that may have caused that one. uh, K. Alright
19:00
Speaker 1
grateful. Okay, take care now. Thank you. Okay. Okay, bye bye. You too. Bye.
20:00
Speaker 2
Sure, sure. No problem. All right. Take care. Bye for now. [silence]
20:00