V2 Rubric Detail — f7848852-6343-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 14:11
Duration
11m 32s
Contact
Buc Trieu
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132571
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: unable to access web ui_EA9500

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall5.6% (-28.4)

V2 Grader Summary

The agent failed to resolve the admin UI access issue by offering only basic steps and prematurely ending support due to warranty expiration. Despite the customer's clear difficulty, the agent did not apply known workarounds, escalate, or demonstrate ownership, resulting in an unresolved case with poor communication and technical accuracy.

V1 Case Analysis

Customer unable to access router admin via myrouter.local; agent confirmed local access requirement and expired warranty but provided no actionable steps for login recovery or guest password reset. Call ended without resolution.

Troubleshooting Steps
  • Confirmed the customer was using the correct local URL (myrouter.local).
  • Clarified that only the router password (not cloud credentials) can be used for local login.
  • Requested and recorded the device serial number.
  • Checked warranty status and informed the customer it is expired.
Key Observations
  • Agent never asked for or confirmed the router model, which is required for accurate guidance.
  • Extensive silence (e.g., [01:00–02:00], [04:00–05:00]) and lack of control caused confusion and poor pacing.
  • Agent failed to provide any actual troubleshooting steps for login recovery (e.g., recovery key, factory reset) despite customer being stuck.
  • No guidance was given on how to reset the guest-network password after login access was theoretically restored.
  • Call ended abruptly without confirming outcome or summarizing next steps.
Positive Highlights
  • Provided the correct local access URL (http://myrouter.local) and correctly explained that cloud login is no longer supported.
  • Collected the serial number as part of standard process, which enabled warranty check.
  • Correctly informed the customer about expired warranty status and lack of free support for legacy devices.
Agent Errors / Gaps
  • Did not verify or provide the correct method to reset the router/admin password (e.g., recovery key or factory reset) when customer was unable to log in.
  • Failed to give step-by-step instructions for resetting the guest-network password after login access.
  • Allowed long periods of silence (over 60 seconds) without explanation or re-engagement, breaking call flow.
  • Did not confirm whether the customer successfully accessed the router settings before moving on.
  • Ended the call without summarizing the issue, outcome, or next steps, leaving the customer without closure.
  • Did not offer a specific KB article or support path despite directing the customer to the website.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve login issue or provide a working workaround; customer disconnected before resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested 192.168.1.1 and myrouter.local, which are valid first steps for local access, but stopped before offering known workarounds for blank screens.
R3 Not Met Correct resolution path conf 95%
Agent cited expired warranty to stop assistance, violating OOW best-effort standard; should have offered troubleshooting despite age.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not ask about LED status, firmware, or model-specific behavior to diagnose the blank screen issue.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use or suggest the documented workaround (http://192.168.1.1/ui/local/dynamic/index.html) for blank admin UIs.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated remote access is no longer available and that no support is offered for old devices, contradicting KB guidance.
Communication
C1 Not Met Clear & professional language conf 90%
Frequent silences, abrupt transitions, and lack of structure indicate poor call control.
C2 Not Met Confirmed understanding conf 85%
Agent used technical terms without confirmation of understanding and did not adapt to customer's repeated confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abandoned case after minimal effort, redirecting to website instead of owning the issue.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up provided; customer left without a clear path forward.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Agent failed to escalate despite unresolved issue and outdated device status, which warrants escalation per KB guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Minimal empathy shown; no acknowledgment of frustration beyond scripted 'I'm sorry'.
X2 Not Met Tone & rapport conf 85%
Agent maintained mechanical tone despite customer disengagement and repeated confusion.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number; agent did not streamline data collection or reduce effort.
Call Transcript24 turns · 24 lines
Speaker 1
Yeah, can you help me with a simple question? So I was not able to log into the links is, I can pass for already, but after that it...
00:00
Speaker 2
Welcome to Lynxus 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 dot lynxus dot 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 products, paid support option may be available depending on the issue. Hi, thank you for calling Lynxus technical support. This is Rio, how can I assist you for today? [silence]
00:00
Speaker 1
I clicked into and it, did not, did not move anywhere. Looked like the screen is freezing. So can you help me to log in to my link six, and [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] link six as our website. Maybe you can help me out so what, what the website I should go to log in? I tried that. One minute.
01:00
Speaker 2
Uh, sure. Oh, I do apologize, sir, that you experienced this kind of issue. Let me just confirm, sir. Uh, you've mentioned the the link the screen is freezing. Are you using Linksys website or you're using the Linksys app? [silence] Okay. May I know, sir, what the uh website or the link of the website you've used to log in to the Linksys app? Oh, you can try the default IP Address. That's 192.168. [silence] Okay, you've tried already the default IP Address. [silence]
01:00
Speaker 1
yes. [silence] myrouter. [silence] Maybe. myrouter. [silence] dot local and then what? and then what? Yeah. [silence] oh. [silence] And after that, I see links. links just lack. uh Wi-Fi sign-in, right?
02:00
Speaker 2
okay. And have you, have you tried my router.local? Yes, local. Local yep. Just hit enter. Yes, it will lead you to login to the website.
02:00
Speaker 1
And again, when when I signed in, I just not moved anywhere, it didn't go anywhere. Email and password. Okay, okay. Okay, so I have to create a new account or what? [silence]
03:00
Speaker 2
uh what did you use to log in sir are you using the router password or your email and password uh silence oh uh uh I'm so sorry sir however right now uh we no longer use remote access so you you will not be able to use the email and password anymore you need to use the router password so you can log in to your router settings silence no just use the router password sir log in local access
03:00
Speaker 1
tell me. Oh, I don't see it. Let's see. butt's only on my router logo. I only have one, I only see one. um, Hello? Yeah, I'm here. I have access router.
04:00
Speaker 2
There is an option there. [silence] Local access. [silence] Or router password. [silence] Hello. [silence] How was it, sir? [silence] Access. [silence] [silence] Thank you. [silence]
04:00
Speaker 1
okay okay okay so let me let me do it um let me say maybe I got it I got it yes
05:00
Speaker 2
Sorry, Our line was disconnecting. Were you able now to log in using the router access? Are you logged in already, sir?
05:00
Speaker 1
Thank you so much. Person, person Duke, first name Duke, DUC and last name, first name Duke, DUC and last name True, T-R-[inaudible]. My last name Tree, T-R-I-E-U. the D-H-898 Yahoo.com. Thank you. Uh, I want to reset. I want to set for the the mic router. Yes. So, how do I do WiWi setting on the yes access? Or on it?
06:00
Speaker 2
All right. So yeah, that's how you can access your router settings, okay? By the way, may I know your first name and last name, sir? You're welcome. May I know your first name and last name? All right. And how about your email address? Okay. All right, anything else I can assist you aside from this? You're welcome. I'm sorry, what are you trying to do, sir?
06:00
Speaker 1
How do I do for the guest access for a Linksys guest access. Yeah. So how I want to reset the password for the guest access? Uh, where do I find that? [silence]
07:00
Speaker 2
Hello. You wanted to turn on your guest access Wi-Fi. Oh okay all right um in this document entitled guest access network, can you provide to me sir what's the serial number for your Linksys device please It's at the bottom of the device there is a sticker there [silence]
07:00
Speaker 1
Yes. I think I know how to do it. That's why. Because let me provide you the serial number. Serial number 178 April
08:00
Speaker 2
Okay, awesome.
08:00
Speaker 1
fellow 25 0 a. Boy8-01191. Yes. that's a with the uh spectrum [silence]
09:00
Speaker 2
that's 178-00-JBB I'm sorry, 08-0111. Manos sir, who is your internet service provider?
09:00
Speaker 1
Okay. Okay. [silence] No formal update.
10:00
Speaker 2
give me just two minutes. Sir, let me just fill in something here in the system. Excel. Okay. K95. Okay. All right. Now sir, by the way, I was able to create a record for you in the system, however, based on our records here, the warranty of your product has already been expired and just to set proper expectation that we no longer provide free technical assistance throughout warranty devices. However, yeah, 'cause this device is part of our oldest router, meaning to say aside that we no longer manufacturer this device, we no longer also provide troubleshooting and firmware updates for this.
10:00
Speaker 1
OK. **the** mouth singing **the** masculine fear of singing Thank you. Bye-bye. Bye-bye. (whispers) Bye-bye. [silence]
11:00
Speaker 2
Yes, no more firmware updates because this is part of our old generation routers. If by chance you wanted to check a troubleshooting guide, you can visit our website, support.linksys.com. We have an AI agent there or an article that you can check, okay? You're welcome. You have a nice day ahead, sir. Bye-bye.
11:00