V2 Rubric Detail — f2a1772e-70a3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 14:41
Duration
45m 39s
Contact
David Stokes
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134766
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNMX56TB Unable to access
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall63.7% (+33.7)

V2 Grader Summary

The issue was not resolved as the customer could not log in due to persistent 'unexpected error 2123'. While the agent demonstrated ownership and used appropriate tools, a critical technical inaccuracy — providing incorrect password complexity rules not documented in the KB — undermines the accuracy of the guidance. The troubleshooting path was reasonable but incomplete, resulting in an unresolved case.

V1 Case Analysis

Customer unable to access router admin interface (error 2123) to enable 2.4 GHz band for Ring doorbell. Agent incorrectly directed to linksyssmartwifi.com, failed to confirm model (SPNM56), provided wrong password rules, and suggested factory reset without confirmation. No resolution achieved.

Troubleshooting Steps
  • Attempted to collect model/serial (model misheard as SPNM56).
  • Directed customer to linksyssmartwifi.com for local access (incorrect).
  • Guided through password reset using recovery key.
  • Suggested multiple browser and incognito mode attempts.
  • Recommended factory reset of the router.
Key Observations
  • Agent directed customer to linksyssmartwifi.com for local admin access at [06:00], which is incorrect per KB — local access requires myrouter.local or myrouter.info.
  • Customer model SPNM56 is likely SPNM60/62 series, which uses myrouter.info — agent failed to recognize this and continued using wrong URLs.
  • Agent provided false password policy: 'cannot use same character in one line' at [11:00] — no such restriction exists in Linksys KB.
  • Excessive time spent on browser/incognito switching at [24:00–35:00] without isolating root cause of error 2123.
  • No verification of factory reset completion before call end — critical step left unconfirmed.
  • Model number was not clearly captured or corrected despite customer spelling it phonetically (S-P-N-M-5-6).
Positive Highlights
  • Agent remained polite and patient throughout the call.
  • Attempted to guide customer through recovery key password reset process (KB: universal_password_login.md).
  • Recognized the importance of setting up the 2.4 GHz band for the security camera (KB: adjacent_smart_home_iot.md).
  • Suggested a factory reset as a last-resort troubleshooting step (KB: universal_factory_reset.md).
Agent Errors / Gaps
  • Directed customer to linksyssmartwifi.com for local router login, which is incorrect — this is a cloud portal, not local access (KB: local access is http://192.168.1.1 or http://myrouter.local).
  • Failed to identify that SPNM-series routers use myrouter.info for local access, as per KB (universal_web_browser_setup.md).
  • Provided inaccurate password policy details (e.g., 'cannot use same character in one line') not supported by KB (universal_password_login.md).
  • Did not confirm the correct product model despite customer spelling it out phonetically.
  • Spent excessive time on browser and incognito mode troubleshooting without diagnosing the actual issue (error 2123).
  • Suggested factory reset without confirming it was performed or that the issue was resolved (KB: universal_factory_reset.md).
  • Did not verify whether the customer was on the correct network or if the router was online before troubleshooting (KB: adjacent_connecting_devices.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer repeatedly encounters 'unexpected error 2123' and cannot access router settings; issue remains unresolved by end of call.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent tried recovery key reset and browser changes, but did not verify basic connectivity (e.g., device on correct network) or perform a power cycle before suggesting factory reset.
R3 Met Correct resolution path conf 92%
Agent followed correct escalation path: attempted non-destructive recovery (recovery key) before recommending factory reset as last resort.
Technical Accuracy
T1 Partially Met Technically accurate info conf 84%
Agent identified login failure and asked for model/serial, but did not confirm if the device was on the router's Wi-Fi network or check IP address.
T2 Met Appropriate tools / resources used conf 91%
Use of recovery key and browser navigation are appropriate tools for login issues; no indication of unnecessary or missing tool use.
T3 Not Met No misinformation conf 89%
Agent incorrectly stated password rules: 'cannot use same character in one line' and 'minimum more than 10' are not in KB; SPNM60 uses default WiFi password as admin, not 'admin'.
Communication
C1 Met Clear & professional language conf 94%
Agent opened call professionally, collected information, maintained control, and managed a 5-minute hold with explanation.
C2 Partially Met Confirmed understanding conf 83%
Agent used empathetic language but gave iPad instructions (three-dot menu) that don't exist on iOS; failed to adapt to device limitations.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case throughout, did not transfer, and stayed on the line during research period.
O2 Partially Met Proactive follow-through conf 81%
Agent said they would check resources and return, but provided no specific timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; nothing to reference or hand off.
Escalation Judgment
E1 Met Correct escalation decision conf 91%
No escalation was appropriate — issue was within L1 scope (login troubleshooting), and agent made legitimate attempt before considering reset.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy ('I'm sorry', 'thank you for staying'), acknowledged customer effort, and remained patient.
X2 Met Tone & rapport conf 88%
Agent adjusted pace, remained calm under repeated failures, and maintained engagement despite technical hurdles.
X3 Partially Met Overall experience conf 82%
Customer had to switch devices and browsers unnecessarily; agent could have confirmed network connection first to reduce effort.
Call Transcript78 turns · 83 lines
Speaker 1
Hi, Ellie. I'm hoping you can. I'm having difficulty connecting to my router settings. It's a Tube router. I've been in touch with them, their technical support who tried to connect for me, and it came up giving them an unexpected error. And they suggested I contact you to see if there might be some issue or you may have a way around it. No, he didn't. He. [silence] A Tube is a tube. Tube
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Support. My name is Ellie. How can I help you? Okay, so this unexpected error that you were getting. Um, do you have that, um, error message or do you still remember that error [silence]
00:00
Speaker 1
No, he didn't give me that over the phone. Perfect. Correct. Yes. Yes. I need to split it into 2.4 and 5 GHz. because I'm connecting a camera doorbell and it requires a 2.4 Wi-Fi connection. and I'm only getting... OK. No, that's fine. It's only giving me a five on my normal Wi-Fi setting. [silence] Okay, let me go and look that up. The model number is S for Sugar. You're still there? Hello? Yeah. You're still there? Okay. It's, it's S for Sugar, P for Phoenix, I'm not too good on these numeric codes. N for November, M for Mother, X for Xerox. 56. Serial number is
01:00
Speaker 2
Yes, ma'am. I'm here. Yeah, I'm here. Okay. Can you also give me its serial number? [silence]
02:00
Speaker 1
5-9 s as for sugar. 1-0 m for mother. 2-3 f as for Foxtrot. 0-2-0-2-7. [silence] And we then attempted to go in that way where I was connecting to support assistance, but he was actually trying to access it himself. [silence] So I don't know exactly if it may have been a normal browser he was using, but I'm not quite sure. [silence]
03:00
Speaker 2
Okay, perfect. Thank you so much. And um earlier ma'am when you try accessing their outer said things, um did you do it on the browser? Oh, okay. Mhm. Um.
03:00
Speaker 1
It was the engineer on on the phone that was getting the issue. [silence] I have uh an iPad, but he was telling me that the system he was using or his software didn't work on an iPad, but I I have an iPad that we can use. Yes, it's David Stokes.
04:00
Speaker 2
Okay, I see. And like, is this? Oh, I see. So, Uh, yeah, Uh, let me just go ahead and double-check everything here. Uh, by the way, mem, just for a preparation, do you have a spare or an available tablet or laptop to maybe we could use for this one? Mm-hmm. Okay, that's perfect. So, Um, and since this is your first time calling Linksys, let me just go ahead and create a record. Can I have, please, have your first name and your last name, please? Um, how do you spell your last?
04:00
Speaker 1
stokes you need me to give you that phonetically okay okay so the surname is S for sugar, G for Tommy, O for Oscar, k for kilo, E for echo S for sugar and the email address is D for David stokes 747 at gmail.com [silence]
05:00
Speaker 2
Yeah, cause I just really want to make sure that I have your, um, full name correctly and can I also have your email address? Okay. Okay, thank you so much, David. Okay. Let me just finish this record. and how many
05:00
Speaker 1
I have one router plus an extension. [silence] Yes, it is. Yeah. Okay.
06:00
Speaker 2
Do you have the link sys router David? [silence] Thank you. [silence] Okay, this iPad that we are going to use, is it already connected to your linksys router network? [silence] Can you please open a browser for me? [silence] And then on the url bar, please type in http://linksyssmartwifi.com.
06:00
Speaker 1
[KEEP_UNCERTAIN] Yep. Oh, on HT, TP. Yes. Uh, okay, very with you say, holy cow. Forward slash. Forward slash. That's two forward slashes. Yep. Okay. My G my router. Yeah. Okay. that's. L-O-C-A. Yeah. Okay. Right. That's come up with a screen with what looks like a mobile phone and it says key.
07:00
Speaker 2
Yes, yes, my router, přičo, Dot Local, and then just press, hit enter or just proceed to
07:00
Speaker 1
your Wi-Fi handy and then at the bottom it's an option continue to Linksys Smart Wi-Fi okay okay okay it's now asking me to access the router and I guess I would go ahead sorry I keep interrupting you I apologize okay okay sign in okay it says incorrect password remaining attempts four
08:00
Speaker 2
Okay. I want you to click on continue to link to Linksys Smart Wi-Fi. So... Okay. Uh, can you... I'm sorry. No, I'm so sorry, David. Yes, I was actually about to tell you like, uh to use, um, the word admin A D M I N. Try using it, please. Yes. Yes. Okay. Um, how about with the small
08:00
Speaker 1
Yes, it is. Yes. Okay. And it has a five digit key. Can only be five digits? Sorry, say that one again. Yes. Yep.
09:00
Speaker 2
Oh, okay. How about we do this? There's an option for you to tap on reset password. It's on the right side. Okay, so how about you choose the option to reset the password so that you can create a new one, and then you can use it moving forward. And this five-digit recovery key that it's asking, you can see this one on the main router that is hooked up directly to the internet source. [silence] You have the router that has an Ethernet cable running from it, right? Okay. Flip it upside down, you can see there is a recovery key in
09:00
Speaker 1
Ah, yes. Okay. Okay. We'll just go and make a, note of that key. And, recovery key. 53719. Okay. 53719. 53719. And then submit. It says create a new admin password.
10:00
Speaker 2
yes so use that five digit recovery key put it into the box yes okay so after you click on that's perfect now uh david before you proceed on creating a new router password i just want to give you a heads up
10:00
Speaker 1
Okay. Oh, K. Is is there a minimum number of characters? More than 10. Okay, so let me just write down something.
11:00
Speaker 2
that on this page, it will not allow you um or it will not allow you to use the same character in one line. So you cannot use the same letter, the same special character and the same number. Yeah, you can go ahead and create a new rooter. I'm sorry? At least more than ten. Yeah. Yeah. Yeah, that's actually a good idea. It's much more better to write it down. [silence]
11:00
Speaker 1
7 8 2 more. And does it have to include a capital letter? OK. One, two, three, four, five, six, seven, eight, nine, ten. OK. So I can go with 10. OK. Captain E. I two, three. Asterisk. And then I have to be and lower case. [silence]
12:00
Speaker 2
Yes, it should have a capital letter, a special character, a lower case letter and numbers. And, yeah.
12:00
Speaker 1
one, number one special character, right, it's got that. P-A-T-R-I to one, three, hit, silences. Yes. Okay. So I can reset. See if that works. Yes. And then, uh, says unexpected error two, one, two, three. Okay. Okay. Silences.
13:00
Speaker 2
yeah give me one moment okay uh how about with this one um David can you go back to the very main page or is there an option for you to
13:00
Speaker 1
All right, let me scroll back. Not the recovery. Um, it's gone right back to where I entered it. It's giving me my Google page. So I've got to start from very start completely. So if I type in my router or H H T T P colon two forward slash my router. Yeah.
14:00
Speaker 2
Okay. Yeah, HTTP, yeah, the HTTP UH Huh? Coloring slash. Yeah.
14:00
Speaker 1
weapon local [ silence ] rechecking again [ silence ] intensive [ silence ]
15:00
Speaker 2
The local. And then just proceed. [silence]
15:00
Speaker 1
Oh, it's just gone straight to the unexpected error again, two one two three. Um, Google, is that what you mean? Okay. Oh, I, I'm back to the Linksys page where it says, continue to Linksys, smart Wi, five. Is that where you want to... Okay, then let's see where that takes us this time. Okay, your access router. This is where I entered the admin.
16:00
Speaker 2
Okay. Um, what browser are you using right now? Okay. Can we go to your up? Yes. Can you use another browser? Uh-huh, uh-huh, uh, just click on continue to link to smartphone. So you now have, again, the option. Okay. Um. Hmm. Okay, that's good. Um, David, I want you
16:00
Speaker 1
Okay, let me go to the bottom of the box. Now, it's just got name password, which is my normal password, the 5D capital Q, then the recovery key. So the 5DQU, that one? My normal Wi-Fi password. Okay, fine. Let me go and do that.
17:00
Speaker 2
um, there is a password, that shows there, can you use the password, from the main router, and type it in, on the, access router password. Yes, please. yes, that's the one. yeah, just get the password. Yes, that's it.
17:00
Speaker 1
OK. so I found the capital Q CVZ 6 HE yeah. okay, it's thinking about it. It's giving me no response. And just come back with the access root. same page. Let me try signing in again. Ah, now it says, yeah, it says incorrect password. Remaining attempts. Three.
18:00
Speaker 2
Ah yes, please try doing it again. Mm Okay, I let us very Ah, yeah, I let us just
18:00
Speaker 1
Well, I'm not getting past this page where it's not accepting my password. Right. Um, I was on the page that says sign in on the smart, the Linksys smart wifi. And it has access, access. Um, let me get rid of this error message. Ah, no, just the access. So I'm on the login with your router password is the page I'm on.
19:00
Speaker 2
[ silence ] Make sure that we enter the all of the information correctly. [ silence ] But if the same error or the same problem occur, please let me know. Okay? [ silence ] What in what page are you in right now? [ silence ] account. [ silence ] Like it's asking you for an email and password.
19:00
Speaker 1
And this error message is blocking the text. It had previously access router is the title over the box. And I and it has router password. So that's what I've keyed in my normal router password. press sign in. and it's coming up with the error message incorrect password. okay. Yes. Okay. [silence] I think. that only, yeah, I think it only displays it, gives me the option to display before I set, or I click sign in, not while I'm typing it. So let's try it again. okay, so it's five, right? no, it's not appearing as I type each character. that's five D capital Q, C, V, Z, digit six, H, E, and then the at symbol. And it's not giving me the option
20:00
Speaker 2
I'm sorry. Yeah. So after you type it, if the eye icon up here, after you type the password, click it so that you can double check the password that we enter, okay?
21:00
Speaker 1
to display it. Okay, let me just do that again. Capital Q, , capital Z, six, H, after all. spelt. No. it's come up again. I've got two chances left. Very odd. Yeah, let me make absolutely sure I'm reading it correctly from the bottom of the root. Yeah. So it's five lower case d, CBZ 6H E and yeah, it's exactly the same. Yeah.
22:00
Speaker 2
Okay. It's okay, just hit on the word sign in. Okay, uh, just give me one moment, david a cake, because, uh, let's see. said, Yeah. Okay.
22:00
Speaker 1
OK, so, [silence] all right.
23:00
Speaker 2
So, um, how about with this one, David, okay? Uh, can you try... Uh, can you please try, uh, David, instead of myrouter dot local? Try to use the myrouter dot info. Uh-huh. Yes. Info. I-N-F-O.
23:00
Speaker 1
Now based Wi-Fi 7 router and reach this page. It may be due to one of three reasons. Your current device is not connected to your router's network, your VPN is enabled or you're using a custom DNS provider. No. No, nothing at all. Okay. Mm.
24:00
Speaker 2
You don't have the option, like the proceed on, like to click on advance or OK. So, yeah. Um, how about with this one, ah, David, okay. So, there's no. can we try using another browser? So, since you're using a Google browser, there is a three dots on the upper right hand corner that's beside your uh, Gmail account. Below the X sign, or the close tab option. Specific question. So it's on the URL bar on the far right corner.
24:00
Speaker 1
Are a different, um, yeah. Let me let me open something and then see if it brings it up. Yeah. All right so where I would have the normal URL bar, I just got a
26:00
Speaker 2
[KEEP_UNCERTAIN] yeah yeah if you are going to select the other Google so it will bring you to all some pages where in you you will um it will give you a lot of options so the three dots that I'm talking about it should be on the URL bar and then it's on the far right corner of the URL bar. Or you can open incognito um Mute. Yeah.
26:00
Speaker 1
a search symbol, but no, and they've got settings, but no separate three dots. Oh, oh, oh, the dress bar. I've got three drop. uh no, it just allows me to share the address bar. Oh, there's okay. anything there. ah right. Now that appears when I'm on my desktop, but it's not seems to be appearing on the iPad.
27:00
Speaker 2
Okay. Do you have a safari browser? There should be an option for you or the option should show up like... Um... New incognito window. Okay. But the desktop that you have, is it also connected? You're still connected there? Mhm. Is there any place or any store selling these? Um. [silence] Is it on... Is it native or [silence] it's an... a website?
27:00
Speaker 1
Yes, yes it is. Okay. Okay, let me go upstairs to where the desktop is. Now we can try that, sorry to keep tying up all of your time. Okay then, okay. Let me go upstairs to where the desktop is. Yes. Yeah. Okay, so I've now got Google open on here with the three dots on the right, new tab, new window. [silence]
28:00
Speaker 2
Okay, um, is it possible for us to just use the desktop instead instead of your uh iPad? Yeah. Um huh, okay. No, it's okay. It's actually also very important for you to set up everything, especially, you know, the security cameras because these cameras can only, you know, can only communicate to the 2.4. It's actually important 'cause this is actually also for your security. Okay. Okay. Um, okay. That's a good thing, but um, since this is a new device, uh, let's just use the new device.
28:00
Speaker 1
Okay. Yeah. Okay. It's, yup. Okay. Now, my ...heater ...not l local. Okay. And I'm back now to continue to link smart Wi Fi. And it's asking me for the access. It's still showing. I've only got two attempts. Okay. So I'll try. [silence] It says, turn off the power. And reconnect. Okay. Turn off. And turn the power off. And all right. You know, wifi. And then it's just going to the wifi that restaurants use. So I'll continue.
29:00
Speaker 2
Normal browser. So, tap on the URL bar and then type in the information that we just used earlier. But this time, let's use the . local. Uh-huh. OK. Uh-huh.
29:00
Speaker 1
We said password. Okay. I didn't write it down. Let me quickly run and write that down. All right, let's go. Mention part.
30:00
Speaker 2
Yeah. And then use the five digits recovery key information that you just got from the main route root? Oh yeah sure. [silence]
30:00
Speaker 1
Okay, let's now type that in. Five, yeah. Right. Okay. Let's submit this.
31:00
Speaker 2
... and then in put in the password that you want for your ruler password.
31:00
Speaker 1
Okay, it's now asking me to enter the admin one. So this is the new admin that I wanted to establish. Yes, that's what it's... okay, my 10 digit. Okay, let me set that. Okay, that's coming up now with the same unexpected error, 2-1-2-3. Well, I don't have any other browsers set up. I could switch over to another browser, I guess, by just entering it and selecting one such as Firefox or something like that. [silence] I don't have an other browser are actually set up. Yes. I've got that. And it's got New tab, New window, incognito. Okay.
32:00
Speaker 2
Um, what are the other browsers that you have on this desktop, ma'am? Aside from Google. Ah yes. Yes. Oh, it's okay. Ah, now this is the time that we should click on the three, uh, three dots from the upper right corner. And, and then look for open. Uh-huh. New tab, new window. Click on the third option. New incognito. [silence]
33:00
Speaker 1
alright it's telling me I've gone incognito. It says Yay good Yep. Okay. I'm back to the continue to Linksys Smart Wi-Fi page. You take that option. Okay, I'm And I've got access to the router. And it's it's not telling
34:00
Speaker 2
Okay, now on the URL bar of your incognito type in the HTTP my router.local. Okay, click on continue, and then choose the option, yes, take that option, the continue through link, Linksys Smart Wi-Fi. Okay, choose directly the reset password.
34:00
Speaker 1
the reset password. The five digit number. Yeah, five, five, three, seven, one. The two, one. I I It's not telling me I've only got one or two option or attempts left. So it's not done that anymore. Ha. Ha ha. It's now saying incorrect password and giving me four attempts left. It's not except from that. Yes. [silence]
35:00
Speaker 2
I'm sorry? Okay, yeah, that's the one. Um, yes. Yes, but just to be safe, I'm sorry. Oh yeah, um, let's not use... Yeah, it's not accepting the router password, but, uh, can you tap on the reset password directly? And then use the recovery key.
35:00
Speaker 1
Yeah. five digit key. 53749 and. OK, I'm now back to where it's looking for the admin password. Okay. Still giving me a unexpected error 2123.
36:00
Speaker 2
now type in the password you want [silence], ok [silence] uh okay ah David
36:00
Speaker 1
Okay, that's fine. I'll keep the line open. Okay. Yep, will do. [silence]
37:00
Speaker 2
It to 5 minutes, I need to check on my resources and then I'll get back to you. Okay? Okay. Thank you so much. Okay. Thank you so much. Just please stay on the line. [silence]
37:00
Speaker 1
[silence]
39:00
Speaker 2
Okay. Hello, David. I yeah.
39:00
Speaker 1
Okay, the number I called you on, is that a premium call where I'm being charged premium rates for it? Oh, okay then. That's fine. Just where it's taking so long, I was starting to get a bit concerned. Okay. Okay.
40:00
Speaker 2
I'm sorry. Oh, what was that again, David? I was not able to catch it. Um, no. This is actually your free line. Oh, yeah. I understand that one. Yes. Um, okay. So, uh, going back, David, with the problem that we are actually encountering, the error message 2-1-2-3. So, the workaround of this issue is that we need to reconfigure your, or we need to reset the routers that you have. So, how, yeah, so for us to do it, I want
40:00
Speaker 1
[silence] So get the extension and plug that in somewhere near the main router. [silence] Is that what I understand you're saying? Okay. And do I need to make sure my wife is not using the system? She needs to log out if anything. [silence] Okay. [silence]
41:00
Speaker 2
So what's going to happen is after we do the link, reset or you know, bring them back everything to its default settings. All of the devices that are currently connected will be disconnected at that time.
41:00
Speaker 1
Oh, okay, that would solve the problem. Okay, let me go and do that and I'll come back to you. Okay? Thank you. Okay. [silence]
42:00
Speaker 2
separate the 2.4 and 5 gigahertz band of course. Okay, I'll be staying here. Let me know once they are on the simulation already.
42:00
Speaker 1
Okay, both routers are now plugged in next to each other. Hello? Yep. Okay. Right.
44:00
Speaker 2
Okay, thank you so much. Oh yeah, I'm still here. Okay, so the next thing that you need to do is uh I want you to go to the main router and then uh press and hold it's reset button at the bottom of the router. So press the reset button and your router should reset by itself. Press and hold the reset button for 15 seconds. Oops. um So once it's already 15 seconds, you can then let go of the reset button, David, okay?
44:00