V2 Rubric Detail — d0b8e4e6-65d4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 20:33
Duration
13m 1s
Contact
Luis Cordero
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect technical information (192.169.1.1), which constitutes a critical failure under rubric F (Non-Adherence to Documentation).

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution2.19/5
Technical1.56/5
Communication3.75/5
Ownership1.79/5
EscalationN/A
Customer Exp0.71/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent correctly explained the app discontinuation and directed to local access, but provided a materially incorrect IP address (192.169.1.1), failed to confirm connectivity prerequisites, and left the customer without resolution. Combined with lack of empathy and no next steps, this results in an Unresolved outcome and triggers auto-zero due to critical technical inaccuracy.

V1 Case Analysis

Customer unable to access WHW03 router admin interface after Linksys Smart Wi-Fi app discontinuation. Agent provided incorrect IP (192.169.1.1) and unsafe domain (support.linkassist.com), failed to verify computer/Wi-Fi access, and did not confirm resolution. Issue unresolved.

Troubleshooting Steps
  • Identified device model as WHW03.
  • Explained discontinuation of Linksys Smart Wi-Fi remote access.
  • Provided incorrect local access URL (192.169.1.1).
  • Directed customer to unsafe/incorrect domain (support.linkassist.com).
  • Instructed on using the recovery key printed on the parent node to reset the admin password.
Key Observations
  • Agent provided an incorrect IP address (192.169.1.1) instead of the correct 192.168.1.1, which would prevent access to the router admin interface.
  • Agent directed the customer to support.linkassist.com, an incorrect and potentially unsafe domain, instead of support.linksys.com.
  • Agent failed to verify whether the customer had a computer or was connected to the router's Wi-Fi network before providing web-access instructions.
  • No serial number, warranty status, or case number was collected, violating standard protocol.
  • Agent did not confirm whether the recovery key process succeeded or if the customer could access the router settings.
  • Call ended abruptly with customer confusion and frustration, indicating poor communication and unresolved issue.
Positive Highlights
  • Correctly identified the WHW03 model from system records.
  • Accurately explained that the Linksys Smart Wi-Fi cloud service has been discontinued.
  • Correctly described the use of the recovery key on the parent node to reset the admin password.
  • Provided the correct local access URL http://myrouter.local.
Agent Errors / Gaps
  • Provided incorrect IP address: 192.169.1.1 instead of 192.168.1.1, which is invalid and prevents access to the router admin interface.
  • Directed customer to support.linkassist.com, an incorrect and potentially unsafe domain, instead of support.linksys.com.
  • Failed to verify customer’s ability to access the local web interface (no confirmation of computer or Wi-Fi connection).
  • Did not collect serial number, warranty status, or create/update a case, violating core protocol.
  • Did not confirm success of recovery key password reset or final access to router settings.
  • Allowed call to end without confirming customer understanding or establishing a follow-up path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer expressed frustration and confusion throughout; ended call without confirming access to router settings or resolving app login issue.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent provided recovery key instructions and URLs, but did not verify device connection to Wi-Fi, failed to troubleshoot browser access step-by-step, and stopped short of confirming login success.
R3 Met Correct resolution path conf 95%
Agent correctly identified that the Linksys app and cloud service are discontinued and directed the customer to local browser access via myrouter.local and 192.168.1.1, which is the proper path per KB.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (can't log in) and asked about password, but did not confirm network connectivity, browser type, or cache issues — key diagnostic gaps.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent provided correct local URLs, but gave incorrect IP address '192.169.1.1' instead of 192.168.1.1 — a material error requiring correction; tool use was partially appropriate but flawed.
T3 Not Met No misinformation conf 95%
Agent stated '192.169.1.1' as an alternative address, which is incorrect and not a valid default gateway; this materially inaccurate information undermines trust and functionality.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and responded to requests, but had long silences, no clear agenda, and vague transitions (e.g., 'come again?').
C2 Met Confirmed understanding conf 90%
Agent adapted to customer's request to slow down and spelled out URL clearly using phonetic alphabet, showing responsiveness to accessibility needs.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and did not transfer, but did not commit to follow-up or ensure resolution — left customer with unresolved access issue.
O2 Not Met Proactive follow-through conf 90%
No specific next steps or timeline set; agent ended with generic 'try that link' without confirming outcome or offering callback.
O3 Partially Met Closure confirmation conf 80%
Agent acknowledged prior agent gave admin website, but re-asked for basic info and did not reference prior troubleshooting steps.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and the issue (app sunset, local access path) was within L1 scope — no escalation warranted.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer's frustration ('Wow. Wow. Wow.') or expressed empathy; remained transactional despite emotional cues.
X2 Partially Met Tone & rapport conf 85%
Agent adjusted pace when asked, but failed to match customer’s escalating frustration or provide reassurance; tone remained detached.
X3 Not Met Overall experience conf 95%
Customer had to repeat password attempts, was given incorrect IP, and left to self-diagnose — high effort with no resolution.
Call Transcript24 turns · 25 lines
Speaker 1
Thank you. And thanks to whose presentation of the world. Oh, my God. So you roughly three, 12% of the year really fall. So that's just your report about your account. So you can see them to the extent. If you're focusing in these kind of different prompts, all the water's out, and you go up, you hope to, like a surfer, if you're gonna go back down the front end with it. Don't want to hit it both side of the bow because it's a boat with a rock. So that's Yeah. So today, my name is Luis J. Cortello, and I've had your Lenses model product for
00:00
Speaker 2
[silence]
00:00
Speaker 1
For many years, so I have some, uh, I have some outta warranty products, but I also have some possibly in warranty products, but that's not my concern. The products are working well, the nodes are. But you guys shutdown me on my, um, on my app, the app for linksys. So, uh, I haven't got any alternative for my app. Can you help me to see what, you know, what can be done because the last person I spoke to gave me an administrative website, but it doesn't let me log in. [silence] Yeah, I just, I just want to be able to see my, my, my nose on my, uh, on my app.
01:00
Speaker 2
of the mention of great. a thank you. Okay. So, what you wanted to do, sir, is to access the router settings. Okay.
01:00
Speaker 1
I can't. uh... yeah, but the app... the app automatically sends me, we found a new network, restart network, like... it won't let me get into... You know what I mean? It takes... my Wi-Fi, yes. Yes. Okay. Okay, let me see. Uh, we ask for security permission... No. This is the first time it gives me that. Uh, give me a second.
02:00
Speaker 2
okay, well, actually, there's an option for you. You can still make use of the app, all right? You can still open the app, but there's an option on the app for local access only. Okay. So, if you open the app, are you connected to your network? So, it says it's found a new network. So, if you add the network, what will happen? Have you tried doing that?
02:00
Speaker 1
Yes. Yes. Yes, correct. Okay, hold on. Link's router. Okay, got it.
03:00
Speaker 2
Yeah, by the way, I just pulled up your record. This is Luis Cordero and email address is lelu1972@gmail.com. And yeah, based on our system here, you have a WHW03 model number.
03:00
Speaker 1
It's not accepting my password. Yes. Uh a router password. Yes. No. Let me see. Yeah. Oh my God. You're right. Okay. Let me see. Yeah, cuz it's real. Okay. Router Password Oh self-Recovery key. Okay. So it's asking for this weird password here, right? Okay. Okay. So I'm putting the password for JD9XKBWYFPFHYR64JGDD.
04:00
Speaker 2
(is it asking) [silence] (you happen to) [silence] (change the) [silence] (password sir?) [silence] (is by default that is add) [silence] admin. the recovery key that is underneath the parent node. that's the recovery key underneath [silence] the parent node.
04:00
Speaker 1
C.F.J.G. No, I don't like it. J. J.J.D.L. couple times. No, I'm putting in the password for the router. KBYBD B ADC FJG. Yeah, it doesn't, like, answer the router. It doesn't. Yes. Okay. Yes. Yep, I got it. [silence]
05:00
Speaker 2
Are you putting in the recovery key? OK. So that's not the Wi-Fi password, OK? It is the router password. Now, if you happen to forget the router password, is there an option for you to reset password because it will ask for the recovery key. And the recovery key can be seen underneath the parent node. So just put the recovery key. It's on the parent node underneath it. you can actually take a photo of it and then just
05:00
Speaker 1
There we go. This is what? OK the account holder will be notified the router password is changed. OK continue. Right new password. Wow. OK. All right. Your password is the same. OK so all right give me a second. All right. OK so here we go. OK it's spinning now it's doing something. Secure login.
07:00
Speaker 2
[silence] Yes. Just continue. Uh uh.
07:00
Speaker 1
Getting router settings. Okay, restart network. It's asking me to restart, that's what it's been doing. [silence] I can't restart. I can't restart now because I'm in, I'm working. [silence] Okay.
08:00
Speaker 2
OK. All right. So it's a yeah. OK. So it seems it's really not uh, adding it using the app. 'Cause Sir, I believe the previous submission already informed you with regard to the Linksys app. We've already discontinued the Linksys Smart Wi-Fi Remote Access website. OK, but you can still make use of your Internet connection. It should still work normally. Now, if you really wanted to access the router settings, um you can use a browser like Google Chrome. OK, if you have a computer.
08:00
Speaker 1
Okay. Yeah, and that's what she gave me and I'm trying to check that but, alright. So, so right now what you're telling me is is that if I got to reset the password, I don't I don't have another a application or nothing that you guys can help me with. Uh, why is that? All right, so give me the.
09:00
Speaker 2
you can use Google Chrome or Microsoft Edge and open http://my router.local or http://192.168.1.1 get rejected. Yeah, um it cuz actually uh they've discontinued the cloud service for uh uh for this particular device so you can still access the router ser okay but the use of the web interface so that's why um you can you uh you need to go to your laptop.
09:00
Speaker 1
Yes, all right, so give me that again, that, okay, so Linksys, give me a second, Linksys, uh, web, web service, okay, okay, go ahead, what is it? Okay, h, h, t, t, p, uh, colon, slash, y, okay, okay, my router.local, okay, all right, and. Can you go a little slower , please? Uh, 192,
10:00
Speaker 2
yes yes again it's again HTTP colon slash slash H for harry T for tango T for tango P for peter colon slash slash my router dot local [silence] or if that doesn't work you may also try HTTP colon slash slash 192.169.1.1
10:00
Speaker 1
160. OK OK. All right. OK. So in order to remedy, to remedy this completely, I have to get new nodes, correct? In order to remedy this situation, this situation that I'm in, where I can't even use the freaking app, I have to get, I have to get new nodes? Is that what you guys are telling me that I got to do? [silence] [silence] Oh, wow.
11:00
Speaker 2
Sure. 192.168.1.1. But come again? No, sir. Even if you get new Linksys devices, okay, even if you replace your your current device right now, um the Linksys smart wi-fi website is still discontinued. So, you can no longer
11:00
Speaker 1
Wow. Wow. Wow. Wow. OK. Yeah. OK. All right. Well, thank you. OK. OK. Open. OK. Perfect. Thank you. You as well. Thank you. Bye.
12:00
Speaker 2
Remotely access, yes. There will be no cloud service. It has been discontinued for some reason. Yeah, because they made changes. Yeah, they did some updates or so. Maybe they're working on something. Yeah, that's why for now they have discontinued the service. Okay, Mr. Cardero? So, you may try that link to be able to access the router settings. Okay, then. Thank you so much for your time, sir. And for more information, please visit our website. And again, support.linkassist.com. This is Epi from links assist. Thank you for calling. You do have a great day. Take care, sir. Bye bye. [silence]
12:00