V2 Rubric Detail — d034de18-60ec-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 14:42
Duration
5m 1s
Contact
Auerelo Mendez
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132415
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Can't access linksys app and web interface

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall80.0% (+24.0)

V2 Grader Summary

The agent correctly identified the recovery key method for WHW03V2 password reset and maintained good communication and ownership. However, the call ended before full resolution was confirmed, and the agent did not walk through all necessary steps or set a follow-up, resulting in a partial resolution.

V1 Case Analysis

Customer unable to access admin UI via myrouter.local (privacy warning) and needs admin password reset; advised to locate recovery key on bottom of WHW03V2 device. Incorrect URL 'myrouter.loco' provided during call.

Troubleshooting Steps
  • Identified the admin UI access problem and the browser warning.
  • Confirmed device model WHW03V2.
  • Informed the customer that a recovery key is printed on the bottom of the parent node.
Key Observations
  • Agent gave an incorrect URL (myrouter.loco) at [02:00], which is a critical technical error.
  • No proper password-reset walkthrough (myrouter.info → Forgot password) was provided.
  • Warranty status and serial number were never collected.
  • Customer had to re-ask for the website name due to confusion.
Positive Highlights
  • Agent correctly identified the WHW03V2 model during the call at [03:00].
  • Agent accurately informed the customer that the recovery key is located on the bottom of the parent node.
  • Agent maintained a polite and professional tone throughout the interaction.
Agent Errors / Gaps
  • Provided incorrect URL 'myrouter.loco' at [02:00], which is not a valid Linksys domain and contradicts KB.
  • Failed to give the correct admin-login URL and password-reset steps.
  • Mispronounced or misstated the URL, causing customer confusion and requiring repetition.
  • Did not collect serial number or verify warranty eligibility.
  • Did not offer or explain the myrouter.info workaround for SSL privacy errors.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent advised using the recovery key to reset the password, but the customer ended the call before confirming access was restored or the reset completed.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent confirmed browser and URL but did not guide through clearing cache, using incognito mode, or verifying the recovery key’s location—key steps in KB for login issues.
R3 Met Correct resolution path conf 95%
Agent correctly directed the customer to use the non-destructive recovery key method instead of a factory reset, appropriate for WHW03V2.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified login failure and asked about browser, but did not ask about cache, private browsing, or whether the customer saw the 'Forgot password' option.
T2 Met Appropriate tools / resources used conf 93%
No tools were required; issue was resolvable via documented manual steps (recovery key), and agent provided correct guidance without misusing tools.
T3 Met No misinformation conf 97%
Agent accurately stated the recovery key is on the bottom of the parent node, consistent with KB for WHW03V2 password recovery.
Communication
C1 Met Clear & professional language conf 92%
Agent set expectations about app deprecation, redirected to web interface, and maintained control despite customer switching devices and browsers.
C2 Met Confirmed understanding conf 90%
Agent used simple terms, repeated the URL when asked, and adapted to customer’s confusion about the website name.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the case, did not transfer, and provided a clear action (locate recovery key) without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 83%
Agent gave a next step (find recovery key) but did not specify what to do after finding it or offer a callback to confirm success.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact, so continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was within L1 scope and resolvable with standard recovery steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent remained polite, thanked the customer, and maintained a respectful tone despite customer’s fragmented communication.
X2 Met Tone & rapport conf 89%
Agent adjusted pace, repeated information, and kept the customer engaged through multiple clarification requests.
X3 Met Overall experience conf 88%
Agent avoided unnecessary steps (e.g., factory reset) and directed customer to the most efficient solution (recovery key).
Call Transcript10 turns · 10 lines
Speaker 1
Hello, I'm having some issues with my my Linux mess system. I'm also having issues access my account. [silence]
00:00
Speaker 2
Welcome to Linux's 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. Linux.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available. 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. Hi, thanks for calling Linksys Technical Support. This is Rio, how can I assist you for today? [silence]
00:00
Speaker 1
So, I go into the link this page, on the, on the app, I'm using an iPhone. And it says it can't find my router. I'm still actively connected to the mesh Wi-Fi. It says I can't find my router. Oh. No, I haven't. Uh, I'm on my computer now. So let me, what's, what's the website? Myrouter.local. It's giving me a connections not private screen.
01:00
Speaker 2
Okay, I see. I got it, sir. Sir, by the way, just to set proper expectation that for the Linksys app, we no longer recommend you using the Linksys app, since uh, we only now have an active for Linksys web interface. So, it's not anymore accurate using the app. Now, for the Linksys web interface, or the website, have you tried using that? Oh, okay. Uh, that would be myrouter.local. Yep. [silence]
01:00
Speaker 1
opera gx yeah let me go to Chrome. Oh, you said, uh, what's the site again? Sorry. No, no, no. The website for that I was trying to access. What was that website called? Okay. Yeah. Okay, I'm on the website.
02:00
Speaker 2
Okay, you must bypass that. Sir, what web browser are you using right now? Opera Mini? Do you have an option there like uh, show more details? Advanced. Okay. Um, Show Details or Advanced. My router.loco.
02:00
Speaker 1
I'm using Chrome now. Reset admin password. It says I need a key. Um, when I took a picture of the Linksys mesh system, um, it doesn't give a key. It just says serial number and Mac address. The model number is a duration. WHW03V2. Is it on the device? [silence]
03:00
Speaker 2
Okay, all right. What [silence] does it shows now? Yeah, you can try to reset your admin password so you can log into the Lynk's device's router settings. Um, anything else there. What's the model of your device, by the way. Model number. [silence] Oh, there will be a recovery key, sir. There's a recovery key for that. Yes, at the bottom of the device. [silence] There is a recovery key so you can reset your router. password.
03:00
Speaker 1
Okay. Would I be able to scan the QR code that's on it? Okay. Oh, it is a key on the parent. All right. Okay. Okay. Then I'll go and figure it out. So, um, okay. So I'll call back if I have any other issues because, um, this is a mesh Wi-Fi network, uh, not system on an AT&T router. So, um, there'll be internet's been slow, but, um, I think I have to figure this mesh Wi-Fi out first before I call again. Thank you for your help. Bye.
04:00
Speaker 2
no, sir, there's just a specific recovery key for at the parent node. yes good sir. thank you so much for your time you have a nice day ahead. bye bye for now.
04:00