V2 Rubric Detail — f96fc95c-7bbb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 17:31
Duration
10m 9s
Contact
Marc Gerp
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136450
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 - child node disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall85.1% (+27.1)

V2 Grader Summary

The agent successfully resolved the customer's access issue using the recovery key and provided correct band-separation guidance. However, T3 is Not Met because the agent incorrectly claimed the router could not be accessed via username/password due to a lack of cloud services, which contradicts the KB's guidance on local admin access.

V1 Case Analysis

Customer unable to log in (error 2298); admin password reset via recovery screen completed; provided Wi‑Fi band guidance.

Troubleshooting Steps
  • Attempted login, observed error 2298
  • Guided customer to create a new admin password via the recovery screen
  • Verified successful dashboard access
  • Explained Wi‑Fi SSID layout (2.4 GHz, 5 GHz, secondary 5 GHz) and how to rename them
Key Observations
  • Agent gave unclear instruction to click a "CA" label without explaining what it is.
  • Agent stated that username/password login is no longer possible, which is inaccurate.
  • Communication contained occasional garbled phrasing, but the customer understood the steps.
Positive Highlights
  • Successfully resolved the admin password error 2298.
  • Provided clear guidance on Wi‑Fi band separation for 2.4 GHz‑only devices.
  • Offered a ticket number for future reference and follow‑up.
Agent Errors / Gaps
  • Inaccurate statement that the router model no longer allows login with username/password.
  • Used ambiguous term "CA" without clarification.
  • Some responses were incoherent or filler, reducing clarity.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer successfully logged in after password reset and received guidance on Wi-Fi band separation; smart bulbs issue was addressed via configuration change.
R2 Met Diagnostic thoroughness conf 90%
Agent identified error 2298, guided through recovery key process, verified login success, and moved to band separation—logical troubleshooting sequence.
R3 Met Correct resolution path conf 90%
Used non-destructive recovery key method instead of factory reset, appropriate for in-warranty device with forgotten password.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identified symptom (redirect to recovery screen), asked for error code 2298, and proceeded based on known issue patterns.
T2 Met Appropriate tools / resources used conf 85%
Relied on correct tool—the web UI and recovery key flow—which is sufficient and appropriate for this scenario.
T3 Not Met No misinformation conf 100%
Agent stated: 'you cannot log in using the username and password anymore sir since this model don’t have any cloud anymore'. This is contradicted by the KB (universal_password_login.md), which explicitly states that local access (via 192.168.1.1 or myrouter.local) is the recommended method and is separate from cloud account access. Local login does not require cloud services.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent lost control briefly during off-topic personal remarks at start (e.g., 'today is a good day to move', 'Alexander Hamilton') and did not reframe or redirect promptly.
C2 Met Confirmed understanding conf 85%
Used accessible language, confirmed understanding, and adapted to customer’s pace during technical steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took full ownership, did not transfer, resolved issue, and provided ticket number for continuity.
O2 Met Proactive follow-through conf 90%
Set clear next steps (rename SSIDs, test bulbs), offered ticket number, and invited callback if needed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Polite but no acknowledgment of customer frustration with bulbs or repeated login failures; missed empathy opportunity.
X2 Met Tone & rapport conf 85%
Matched customer’s technical level, checked progress, and maintained engagement throughout.
X3 Met Overall experience conf 90%
Avoided unnecessary factory reset, used efficient recovery key method, and minimized customer effort.
Call Transcript22 turns · 22 lines
Speaker 1
Hello. Hey, so I recently had to reset my internet. So, we changed the name and everything and everything that the, the house that it was connected to is offline, including the smart bulbs we have. [silence] Transcribed by ESPN Audio.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hello. Thank you for calling Linksys Technical Support. This is Chung How can I assist you? today is a good day to move. Yesterday was too rainy. [silence] yesterday was Wednesday, right? I'm not sure. the back of my throat. I think is a cold. Are you so sure? I think so. We'll probably go on Saturday. so you have built a nice big fire. To be honest, I was feeling a little line. I can barely see you. [silence] Alexander Hamilton. [music] Old Statesman, 1755 stretching Lincoln $10 bill. [music] Hi. Air Force.
00:00
Speaker 1
And I did a little bit of troubleshooting and um it seems like the main issue is that it um the bulbs require like a [REDACTED_PAYMENT_DIGITS] gigahertz uh connection, but um the band splitting is not allowing that to happen. So, to bring you up to pace to where I'm at right now, I've tried to log in onto the localhost on my computer, but for some reason there's an error that I receive every time I do so. And I was wondering if you could help me resolve this error. Yes, oh shoot. I've I clicked out of it. Um let me see. Let me pull it up one more time. One second, let me go get the the code the the security code again. So, when I log in, it makes me it makes it it brings me straight to a recovery key instead of just letting me log in with the admin information. Um, but let me One second.
01:00
Speaker 2
All right. No, what's the error message? All right.
01:00
Speaker 1
okay. okay. so then it tells me to create a new admin password and hint. when I click reset it, uh, let's see now, actually it looks like it's loading. Oh no, there it is. unexpected error gave me the code 2298.
02:00
Speaker 2
Mm-hm. [silence] 2298. [silence] All right. [silence] And did you create a new [silence] router password? [silence] It should contain,
02:00
Speaker 1
For the new admin password. Um, I didn't do all those. Let's see, I'm trying a new one. So, you said an upper case, a lower case and numbers, right? Yep, uh, used all those it's still giving me the 2 to 98 code. But, I'm not sure why I'm even going to the recovery screen instead of just letting me log in with the admin username and password. It's skipping that part completely.
03:00
Speaker 2
yes yes numbers letters and a special character [silence] you cannot log in using the um username and password anymore uh sir since this model don't have any cloud anymore so you can just lagging uses
03:00
Speaker 1
okay. Okay. So when I do try to create it is when I get that 2298 code. Okay. Okay. Yeah, it's still the same error. The password has a uppercase, lower case, numbers and a special character.
04:00
Speaker 2
we all three password instead. So just try to create a new password and let's try to check if it will go through. Try a different password instead.
04:00
Speaker 1
One more time, no repeat numbers or letters. Okay. No, repeat numbers or letters. Okay. Let me try. Okay. Now, now I went through. It went through. It went through. Awesome. Okay. Let's see here. One second. Let me go ahead and save this on to. An app I have here because I will definitely forget it. Okay. Okay. That was weird, but yeah, it's on right now. Cool.
05:00
Speaker 2
unbursts. All right. So you're now in the dashboard.
05:00
Speaker 1
I am. Okay. Yeah, yeah, if you could walk me through it, just in case, that'd be helpful. Yeah, good. Yes, I see it. Okay. Okay. Okay, now it has, now there's three networks, just a 2.4 gigahertz, a 5 and then a second 5.
06:00
Speaker 2
All right. So, do you want me to walk you through on how to do that or you want to do it on your own? All right. So, yes, you just need to go to the Wi-Fi settings, but before you go to the Wi-Fi settings, you're, can you go scroll down and see if you can find the CA word on the bottom part of the screen. It's a small word on the bottom. Yes, click the CA first. Then once you click that one, go to the Wi-Fi settings. Or click the Wi-Fi settings. Yeah. You just need to go to
06:00
Speaker 1
Gotcha, okay. So is there... so, Okay, let's see here. Okay. Is there a reason why there's three though? Like why is there a third 5 gigahertz band or a second uh, five gigahertz band? Gotcha. Okay. Okay, so I changed the names. I'm trying to figure out...
07:00
Speaker 2
Change the Wi-Fi name or you don't need to change the Wi-Fi name. You just need to add an extension like underscore 2.4 for the 2.4 network so that you will know it if it's a 2.4 or 5 gigahertz. Once you're done, you may click apply. That is they're just the same, sir. It's just like that they are separated just in case the first 5 gigahertz was already full or the network is already full then you will add the other one.
07:00
Speaker 1
clicking apply, yes. The router is applying changes that actually perform a caused device to temporarily lose connectivity. This may take a few minutes. Please wait. All those operations complete. Okay. So if I'm going to connect the light bulbs to the um WI-FI I have to make sure that my phone's also 2.4, correct? [silence] Okay.
08:00
Speaker 2
Mm-hmm. Mm-hmm. All right. Mm-hmm.
08:00
Speaker 1
Sounds good. I'll give it a try and if worst case, I'll give you guys a call back here in a little bit. Yeah, sure. LPS. Uh-huh. 3 6 4. 5 0. And the first three letters L as in lion , P as in pie, S as in snake. okay.
09:00
Speaker 2
I. R.I.T. yes, you can do that, 100%. You can contact us back. I can provide you a ticket number so that you won't repeat yourself. Do you want to get uh get the ticket number? All right. So the ticket number is L T S 0 0 1 3 3 6 4 5 0. Got it. Now it's a T as in Tango. Yes. Um
09:00
Speaker 1
Okay, awesome, thank you so much. You too. Bye. bye.
10:00
Speaker 2
all right. you're welcome sir, and have a good one. bye for now
10:00