V2 Rubric Detail — d52b1878-636d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 19:11
Duration
17m 48s
Contact
Khalil Huballa
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132651
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Login to the Web UI

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.5/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication5.00/5
Ownership4.00/5
Escalation0.00/5
Customer Exp4.29/5
Overall74.3% (+24.3)

V2 Grader Summary

The agent applied accurate troubleshooting using the direct UI URL and password reset flow, maintained strong communication and ownership, and correctly continued support despite EOL status. However, the issue remained unresolved and no escalation was made despite being a known systemic problem, resulting in a Partial Resolution outcome.

V1 Case Analysis

Customer (EA7300, serial 19T10S0B809764) unable to access web admin UI via browser despite successful app login. Tried myrouter.local, direct UI URL, and password reset via email; login still fails with 'invalid password'. Issue persists; agent advised monitoring for 24–48 hours with no escalation or callback scheduled.

Troubleshooting Steps
  • Verified model (EA7300) and serial number.
  • Confirmed customer name, phone, and email.
  • Attempted access via http://myrouter.local.
  • Provided direct UI URL workaround (http://192.168.1.1/ui/local/dynamic/index.html) per KB guidance.
  • Guided customer through 'Forgot password' email reset flow.
Key Observations
  • Agent correctly identified the device as end-of-life (EA7300) and acknowledged a known issue pattern, supporting a medium-confidence inference of out-of-warranty status.
  • Agent provided the correct direct UI URL workaround (http://192.168.1.1/ui/local/dynamic/index.html) per KB guidance at [12:00].
  • Agent failed to suggest the 5-digit recovery key method, which is the standard recovery path for EA series routers when web login fails (per universal_admin_ui_blank_screen_workaround.md).
  • Agent gave contradictory advice at [16:00] by suggesting the customer try the old password after a reset, which is incorrect and confusing.
  • Call ended with no concrete next step, escalation, or callback, leaving the customer without a clear resolution path.
Positive Highlights
  • Collected full customer name, phone, email, model, and serial number, fulfilling core case documentation requirements.
  • Provided the correct direct UI URL workaround from KB (http://192.168.1.1/ui/local/dynamic/index.html) at [12:00].
  • Acknowledged the issue is part of a broader pattern and expressed empathy, helping manage customer expectations.
  • Maintained a calm and professional tone throughout, avoiding escalation and showing patience during customer pauses.
Agent Errors / Gaps
  • Did not suggest the five-digit recovery key password reset method appropriate for EA7300 routers, a critical omission per KB guidance (universal_admin_ui_blank_screen_workaround.md).
  • Gave contradictory advice at [16:00] by instructing the customer to try the old password after a successful reset, which contradicts standard procedure and confuses the customer.
  • Failed to set a concrete follow-up action (callback, escalation, or scheduled check) despite the issue remaining unresolved.
  • Misstated HTTPS URL at [11:00] as 'https://myrouter.local', which is not a valid secure endpoint for local access (per universal_web_browser_setup.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never successfully accessed the web UI; agent ended call without resolution, stating they would monitor but offering no working fix.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through multiple valid troubleshooting steps: tried myrouter.local, introduced the direct UI URL workaround (http://192.168.1.1/ui/local/dynamic/index.html), and walked through password reset via email — all aligned with KB procedures.
R3 Met Correct resolution path conf 85%
Agent acknowledged the EA7300 is end-of-life but continued troubleshooting appropriately with best-effort steps (direct URL, password reset), which is correct per OOW standard; did not dismiss customer and pursued valid resolution paths.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent correctly identified the core symptom (app works, browser fails), ruled out credential issues by testing reset flow, and inferred a web interface rendering or redirect issue, leading to use of the direct UI URL — a logical diagnostic progression.
T2 Met Appropriate tools / resources used conf 95%
Agent used the correct tool — the direct UI URL workaround — which is documented in universal_admin_ui_blank_screen_workaround.md for exactly this symptom; also used password reset process appropriately.
T3 Met No misinformation conf 95%
All technical guidance — use of myrouter.local, direct UI path, password reset via email — is factually accurate and matches Linksys KB documentation.
Communication
C1 Met Clear & professional language conf 90%
Agent introduced themselves, gathered necessary info, set expectations about EOL status, maintained control throughout, and managed transitions smoothly despite customer frustration.
C2 Met Confirmed understanding conf 85%
Agent used clear, non-technical language, repeated instructions when needed, confirmed understanding, and adapted tone to customer’s pace and concern level.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent took full ownership: created case record, performed troubleshooting, did not transfer, and committed to follow-up by bubbling up the issue.
O2 Partially Met Proactive follow-through conf 80%
Agent informed customer the issue was being monitored and suggested trying again in 24–48 hours, but did not assign a specific owner or provide a callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue persisted after multiple troubleshooting attempts, agent acknowledged it was a known issue affecting multiple users, yet did not escalate to engineering or L2 despite clear need.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent demonstrated empathy by apologizing, acknowledging the customer’s patience, and validating that others are experiencing the same issue.
X2 Met Tone & rapport conf 85%
Agent matched customer’s tone, remained calm during repeated failures, and maintained engagement through active listening and encouragement.
X3 Partially Met Overall experience conf 80%
Customer had to repeat serial number and email address due to ASR errors, indicating avoidable repetition; agent corrected transcript but process caused friction.
Call Transcript32 turns · 34 lines
Speaker 1
Yeah. I've had my Linksys router for a long time and I've used it nicely, but for some reason, the last couple or three days, I could not log in on my browser, but I can still log in through the app. And I'm
00:00
Speaker 2
Welcome to linkStat support. To ensure quality service, your call may be monitored. For in-warm tree products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linkstat.com. Please have your device serial number ready. For assistance, press one now. For out of warranty product, 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, thank you for calling Link support services. My name is Dylan. How can I help you today?
00:00
Speaker 1
I'm wondering why I can't log into the browser? Yeah, and then when I say sign in it just sits there, doesn't do anything. But, like I said, on my phone app it works. And I have tried uh three different browsers and the same thing, it just sits there. Nothing happens. And this just happened like two or three days ago. I've never had this problem before. [silence]
01:00
Speaker 2
uh-huh. Uh-huh. Uh-huh. Uh-huh. Okay sir, so just to uh confirm with you. When you tried to login to the Linksys web user interface, did you use your um email and password? Uh-huh. I see. Okay. Uh we actually do have an issue with regard to the access um through the web,
01:00
Speaker 1
Yeah, and then I try that also and I'm going to do it right now again, but I try that also and it says invalid password which doesn't make sense because yeah, go ahead. No, I try that also but that's what I'm saying. Everything works beautifully on the app but not on the browser. Yeah, I reset my password already. I confirmed the new password on the app. It's fine. Everything is good. But when I go back to the browser,
02:00
Speaker 2
uh-huh. you can try to, you can try to reset the password, sir. Oh, OK. OK.
02:00
Speaker 1
It says, invalid password, either password or the new password, it says invalid. So the problem is in the browsers, you know, like I said, I tried three different browsers, because the mobile app works beautifully. So I'm kind of concerned as to why it just suddenly happens. Mhm. No, it just sits. If I go to the page where I put my email and then the password, uh, it just sits there. It doesn't do anything. It just it sits on the sign in screen, nothing. It doesn't.
03:00
Speaker 2
Maybe you also need to take... down there... Mhm. Mhm. Okay. Um, let me just check this one here, so... Okay, just to verify with you, when you try to uh log into the web Business Interface, can you see like a blue screen or just nothing at all, like just a loading page?
03:00
Speaker 1
move nothing happens but if I go locally and I put my password it says invalid password yeah it's a Linksys e a 7300 e a yeah 7300 yeah my phone name is uh Khalil K-H-A-L-I-L I think I registered this product a long time ago so I don't know if you have that information [silence]
04:00
Speaker 2
Okay. Can we try to do it together with me, sir? So that I can identify it clearly. I may know what device you're using. EA. 7s 00. I see. Well, guys, are... Can I create a quick record here so before we proceed further? Alright. So let's start with your full name.
04:00
Speaker 1
Oh, I see. Okay. Yeah. So first name is Khalil K-H-A-L-I-L, last name is Hubala H-U-B-A-L-L-A. Khalil Hubala. my first initial K and my last name H-U-B as in boy A-L-L-A at at ca dot r.com. [silence] Yeah,
05:00
Speaker 2
uhhuh uhhuh umm uhhuh oh bob all right thank you so much for that one sir Khalil how about your email address mum D.A. L.L.A. okay uhhuh that's okay all right so that's K Bubala at CA dot RR dot com
05:00
Speaker 1
yes. yes. uh, okay, here we go. 1 9 T as in Tom 1 0 S as in Sam 0 B as in boy 8 0 9 7 6 4. yes.
06:00
Speaker 2
Got it, sir. Thank you so much for that. And let me also verify your phone number. That's 614-766-369. All right. Now, sir, do you mind providing me the serial number of your Linksys router EA7300? All right. Let me just repeat that one. It's 19T10S0B809764. All right. Thank you so much for that one, Sir. And may I also know who's your internet service provider? spectrum. You got it. Okay. Uh, let me just finish up the record here, Sir. Just bear with me. All right, Sir. Okay. So, uh, just to set your expectation, by the way, um, Sir Khalil. Uh, the linksys device that you have right now is actually already part of our end of life devices, which means, uh, we no longer manufacture this one and update its firmware. And, um, anyway, uh, we'll check with you, um, what's what really is the issue with regard to, you know, accessing the web user interface. So, let's try.
06:00
Speaker 1
So Windows 11 PC. [silence] Uh-huh. My router.local AUH. [silence]
08:00
Speaker 2
um, may I know what device are you using right now in accessing the web browser? Okay. All right. So let's try it, sir. Um, let's do it. Okay. So let's open a browser and um on the address bar. Uh, what do you usually search? What's your page, um, how about we try HTTP://myrouter. local
08:00
Speaker 1
it? yeah HTTP colon colon slash slash my router. local yeah yeah call it uh huh yeah okay so yeah it took me back to the same thing okay I can let me put my email. yeah no it's eBay smart Wi-Fi sign in. uh enter email and password. so I'm entering my email and password right now. yeah same thing it just it just sits there it doesn't do anything
09:00
Speaker 2
Yes, sir. Can you. Repeat that one. For me, please. Say that you do have a counter use connection or. Having an issue with the wireless. Thanks. So it's http colon, not semicolon. Okay. All right. All right, my router .local. Awesome sir. Yes, oh, let's press. Enter your email. And password it's not asking for a local pass I mean local access. Oh ok. All right. OK.
09:00
Speaker 1
okay, if I click on local access, it's asking for the router password, so if I enter the password, then it's, well, like I said, the password worked on the app. So I just entered the password and it says invalid password. But I did that already. I don't know. Okay. Because if I reset this password now, I cannot use the old one again, right? [silence] No, no, I understand that, but I understand that, but then I have to come up with another password.
10:00
Speaker 2
okay can we try local access? okay. did you change it before? okay. + + + let's try it again sir. well basically that's your is just your admin password. so technically it's your password to access the web user interface and doesn't really compromise your um Wi-Fi at all your yeah.
10:00
Speaker 1
[silence] now. [silence] Like a third password. [silence] Uh where do I reset the password because it doesn't say anything here about reset password. [silence] It doesn't have an option. [silence] It just has the router password to enter. [silence] https: [silence] my router.local. [silence] My router.local. [silence] Uh [silence] That's just trying to connect. [silence] It doesn't connect. [silence]
11:00
Speaker 2
Yes, sir. Correct. It doesn't have an option. uh-huh. Okay. How about this one, sir? Let's try this um link. Um let's try Um for other devices or If you want to have new connection. Connect http: https with an S. Again, we are up there talking the app. Critical. Yes. colon Yes. colon double forward /myrouter.local. Correct.
11:00
Speaker 1
That link doesn't work. The S doesn't work. If I go back, if I go back to huh, go ahead. HTTP on the horse. OK. Yeah. That one, that one. Yeah. Yeah. I'm going to want a second. uh,
12:00
Speaker 2
okay how about this um... how about this one uh yes sir it uh let's try http colon double forward slash then Colin slash and then 192 dot one six eight dot one dot one uh huh slash UI slash local
12:00
Speaker 1
UI local dynamic index, uh-huh, okay, okay, uh-huh, yeah, uh-huh, yeah, it does, it does, uh-huh, good, okay, so this one here says forgot your password, so I click on that, you want me to reset it? Okay, I'm gonna try, okay, it says my email address is gonna give me a link again, just like I did before, okay, okay, well,
13:00
Speaker 2
slash dynamic slash index. HTML. Okay. And then let me, let's, let's repeat. Yes, sir. Please. Uh-huh. So, um, by by means of saying it asks you to change your password, does it mean your password used with your email? Not the router password?
13:00
Speaker 1
No, it wants to, yeah, it's sending me the instructions to my email how to reset the password. Okay. Okay. Now it's giving me a new link. A new link to reset the password. So I'm going to go to the new link. It says new password. Okay, I'm going to type in the new password. Hold on a second. I appreciate your help. Hold on. It says password changed. In the next few minutes, we'll look or we'll set. Okay. So now it says password changed. Now it's asking me to enter my email and the new password. Okay. Okay. I'm going to try that now. And sign in. And nothing. It just sits there. Same thing. Just I said that. It's not, it doesn't move, yeah. Okay, now, yeah, I want to make sure, although I want to make sure that my new password works on the app forever. Because I changed this. So I want to make sure it works because I'll have a problem if it doesn't work. So let me try it again. Put my email and then the new password on the app.
14:00
Speaker 2
Alright, sir. That's... Alright, sir. I will take note of this one. Um forgive us, I'll, distinguished, just, uh, keep on monitoring the the page cuz, uh, uh, I'll be bumbling this up and have this, um, you know, included to those reported cases cuz it's not really actually the first time that we had this report today. So, just, uh, keep on monitoring the... Yes, sir. I'm sorry. We'll see you soon. sir. Okay. Hmm. Hmm. It
15:00
Speaker 1
Ooh, it doesn't like my password. Okay, it looks like it's going to work with the new one. Yeah, yeah.
16:00
Speaker 2
try your old password sir alright sir that's good to hear so for now sir um you can you it's best you try your old password um it should work because of this you put in reset very
16:00
Speaker 1
okay. Clash studio. Okay. Sounds good. Thank you so much. All right. Thank you so much. Take care.
17:00
Speaker 2
use your linkas app uh... will have this bubble up and just continue to monitor your page or you can try to access it after 24 to 48 hours because we are also so also gathering cases with the same roof issue so for now I'm it's not it's not just you is having this uh... problem but we actually have already gathered multiple concerns about this one right sir you're very much welcome sir. Thank you so much for your understanding and patience while our team is still looking for uh... resolution on this matter. All right sir. You too sir. Have a great day sir. Have take care.
17:00