V2 Rubric Detail — fcaa6c44-6b30-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 16:15
Duration
20m 37s
Contact
Whitney Pillsbury
Issue Type
Password/Login
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical3.12/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall41.9% (+5.9)

V2 Grader Summary

The agent made reasonable troubleshooting attempts using available knowledge but failed to resolve the login issue or escalate. While some ownership and communication elements were present, the lack of a clear resolution path and failure to escalate despite persistent problems resulted in an ownership gap. Technical accuracy was mostly correct but included minor errors like suggesting HTTPS for myrouter.info.

V1 Case Analysis

Customer unable to access LN1100 admin page; password reset via recovery key failed with error 2298. Power-cycled router/modem. Agent incorrectly advised HTTPS for myrouter.info. Customer redirected to ISP gateway when using 192.168.1.1, indicating incorrect network connection. No resolution achieved.

Troubleshooting Steps
  • Confirmed model (LN1100).
  • Attempted password reset using recovery key (error 2298).
  • Guided power-cycle of router and modem.
  • Suggested URLs: myrouter.info (incorrectly with HTTPS), myrouter.local, 192.168.1.1.
Key Observations
  • Agent identified model (LN1100) but did not verify customer was connected to the Linksys network before suggesting access URLs.
  • Agent provided materially incorrect technical advice by recommending HTTPS for myrouter.info (KB: LN1100 uses HTTP only).
  • Customer redirected to ISP gateway when using 192.168.1.1, indicating incorrect network connection.
  • No warranty, serial number, or escalation path collected.
Positive Highlights
  • Identified the correct device model (LN1100) early in the call.
  • Guided the customer through a power-cycle of both router and modem.
Agent Errors / Gaps
  • Incorrectly advised HTTPS for myrouter.info (KB: LN1100 uses HTTP only).
  • Did not verify customer was connected to the Linksys network before suggesting URLs.
  • Failed to diagnose root cause (ISP gateway conflict or incorrect network connection).
  • Did not collect serial number or warranty status when relevant.
  • Did not offer a clear next step or escalation after repeated failures.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer remained unable to log in despite multiple attempts; issue was not resolved by end of call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent tried recovery key, power cycling, URL variations (myrouter.info, 192.168.1.1), but did not diagnose root cause like bridge mode or network topology.
R3 Partially Met Correct resolution path conf 85%
Agent pursued troubleshooting appropriate for an out-of-warranty device (best-effort), but failed to escalate or offer a definitive resolution path after repeated failures.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified login failure and error 2298, asked about recovery key, but did not investigate network configuration or bridge mode as potential root causes.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (remote access, logs) were available or required; agent used KB-based guidance appropriately for the scenario.
T3 Partially Met No misinformation conf 85%
Agent correctly guided recovery key use but incorrectly suggested https://myrouter.info (should be HTTP); also gave incomplete 'click reset' instruction without specifying recovery key process.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control by directing steps, but lacked clear framing, transitions, or summary; interaction was reactive rather than guided.
C2 Partially Met Confirmed understanding conf 75%
Agent used some technical terms but adapted slightly by simplifying URLs; did not consistently confirm understanding or adjust to customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed with the case and attempted multiple solutions, but did not commit to a resolution path or escalate, showing limited ownership.
O2 Partially Met Proactive follow-through conf 80%
Agent did not set clear next steps or timeline, but continued engagement; no disconnect or callback commitment was broken.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; nothing to reference or hand off.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue persisted through multiple failed attempts; agent should have escalated to L2 given complexity and unresolved state.
E2 Not Met Escalation prep & handoff conf 85%
No escalation occurred, so execution could not be proper; customer was left without higher-level support.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite but did not acknowledge customer frustration or express empathy; tone was procedural, not supportive.
X2 Partially Met Tone & rapport conf 75%
Agent repeated instructions when steps failed but did not adjust pace or method significantly despite customer confusion.
X3 Partially Met Overall experience conf 75%
Customer had to repeat actions and try multiple browsers/URLs, but agent avoided unnecessary holds or transfers, reducing some effort.
Call Transcript37 turns · 38 lines
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable,
00:00
Speaker 1
hi, i'm having trouble signing on to the uh Linksys Smart Wi-Fi router page [ silence ] the reason i wanna access my router settings [ silence ] yes, that's me yeah [ silence ] w yeah that's correct
01:00
Speaker 2
Call back later. For out of warranty product. Paid support option may be available depending on the issue. Hi, thank you for calling Linksys. This is Reggie. How can I help you today? OK. And may I know the reason, sir, why you need to access... on the web interface? Yeah. OK. Now, let me just confirm if I'm talking with Wethney Pulsevary. And your email is W Pulsevary@aim.com. [silence]
01:00
Speaker 1
Uh, it I did my router dot local and and then it wouldn't accept my my password and it won't let me reset it. [silence] I'm on my yeah, it diverted me to myrouter.info and that's where I am now and it won't I'm on the page. That's asking for my uh access Velo router password. [silence] I I don't know. Should I put the password that's on the on the prop. [silence] Yes, I I'm sure I did, but I guess I could try the one that's on the back of this. [silence]
02:00
Speaker 2
Okay, and your Linksys devices are LN 1100. So, how did you access your Linksys web interface? myrouter.info. How about myrouter.info? Did you customize? Did you customize a router password? Yeah, but if you forgot your router password, sir, just click reset or
02:00
Speaker 1
It doesn't work. I didn't forget my password. It just didn't work. And so I did reset password and I get an error and I get directed to a links page. It doesn't exist. So it won't let me. Uh the I'll do it again so I can get it. So first I I I go and I I get a node. Um recovery key from one of my nodes. And I put that in.
03:00
Speaker 2
For get password to create a new one. What is the error? appears when you try to log in. Okay, type the recovery key, which is labeled on the bottom of the router.
03:00
Speaker 1
Oh, it says nodes, but OK, I'll do the recovery key. I tried that as well. So enter the recovery key. And now it's asking me to create a new admin password and hint. Right. Um, that's cool. Um, there aren't any requirements on screen, but I'll I'll follow the standard ones unless they're different. Um, so I did a, I have a capital letter in there. I have a symbol. [silence]
04:00
Speaker 2
Okay, a proceed to create the new admin password and make sure to follow the requirements. [ silence ]
04:00
Speaker 1
a number and uh I'm gonna hit I put a little hint in there and I hit it and I get unexpected error 2298. We've encountered an unexpected error. If this issue continues, please visit our technical support site. Um and that page goes to a uh to a page not found 2298. You Oh really? Uh, okay. John, are you using um wi-fi? Yeah. Uh well, I mean So I have to reset my modem in order to do this.
05:00
Speaker 2
Okay, kindly please power cycle your Linksys router and you may also include the modem to unplug the power adapter of your modem and your Linksys router. No, no need.
05:00
Speaker 1
Okay, We'll I'll unplug the router for ten seconds. Okay, I'm going to plug it back in. Oh my God, I can't pop the hole.
06:00
Speaker 2
just reboot both devices. You can also try to reboot your Linksys router first. Unplug the power adapter of the parent node. Wait for 10 seconds to plug the power back. Silence]
06:00
Speaker 1
Okay, so it's plugged back in. I have a blue light, pulsating light.
07:00
Speaker 2
Let's just wait for your device just to fully boot up sir, and let me know once it turned to solid white. [silence]
07:00
Speaker 1
Now it's red But now it's solid white. Oh no, it's pulsating white. It's, wait a second. Wait a second. It's red again. I'll tell you when it's solid white. This is staying red. Uh, do you want me to unplug the Linksys device? Oh, wait, now it's solid white. You want me to unplug the Linksys device and my Fios router? It is now solid white. Okay, great.
08:00
Speaker 2
Okay, so let's just try to unplug both modem and the router. Wait for 30 seconds to one minute to plug the power back. But it's already solid white. Okay. Then let's try to access the web interface.
09:00
Speaker 1
Which do you recommend Safari or Chrome. Okay, so let's use Chrome. So on Chrome go to my router.local. Okay, so it wants for me to put in a password. Okay.
10:00
Speaker 2
Okay, Google first. [silence] I can type your router password.
10:00
Speaker 1
Yeah. either. just keeps, I don't know why it's doing that, it just keeps coming back to this, um, login with your router password page. it's just, same page. Uh, HTTPS before my router or something like that? Yeah.
11:00
Speaker 2
Okay, can let me try to use https. Yeah, yeah, so https://my router that info. Okay, so entered [silence]
11:00
Speaker 1
I did. Okay. I have HTTP colon slash slash my router dot info. And I hit return. So, it's back to that login page. Okay.
12:00
Speaker 2
h T. Oh, sorry. H, just only H, tt P. Without S. h T. P once. 'cause 2 fwd slash my router dot Info. Yes. What do you mean for it back to? Okay. Try to log in using your router password.
12:00
Speaker 1
It just returns to the sign in page. Yes, it goes back to sign in, login with your router password, access Velo. Google. Okay, so just go to Google. Okay, Google.com. Okay, I'm on Google now. [silence]
13:00
Speaker 2
to the login page. It keeps going back to the login page. How about Google Chrome? Can we try to use Google not Chrome? Yes.
13:00
Speaker 1
in the Google search window, you want me to type something? HT, http://my router.info OK, it's back to that sign in page. Access_download. OK, I'm just using a router log in password that that I think is right. Um.Ah.
14:00
Speaker 2
Alright, then try to log in, using your router password.
14:00
Speaker 1
[KEEP_UNCERTAIN] Okay, I, cuz I have my old one in the computer and I'm using that one. Okay, a new, a new Google on Chrome. I'm going to go to google.com on Chrome. And then, I don't understand how it's helping but HTTP, colon slash slash just one slash.
15:00
Speaker 2
So, you open a different browser, Google, and enter myrouter.info, http://myrouter.info, myrouter.info, myrouter.info.
15:00
Speaker 1
Right, my router.info. Yeah. [silence] Okay. [silence] Okay. [silence] Okay, what's. [silence] H::: number.
16:00
Speaker 2
how about 192.168.1.1, sir?
16:00
Speaker 1
192.168.1.1. okay? it took me to Fios, Verizon takes your privacy and internet security. and has a proceed button. and that takes me to the quantum gateway. yes. yes, i'm connected to linksys. uh, yeah, i do. i do, yeah.
17:00
Speaker 2
1 92 168 0 1, bow, bow, 192 168 0 1. Are you connected to your Lanasis network? Do you have a different, different device, different computer, or laptop?
17:00
Speaker 1
Okay, so on that one, I can do HTTP colon slash slash my router.local. Requested URL could not be retrieved. My router.local my router. This, the requested URL could not be retrieved. Unable to determine IP address from post name from my router.local. Um, I'll unplug my.
18:00
Speaker 2
The error message. Make sure you are connected to your Linksys network. [silence] What is the error message? Make sure you are connected to your Linksys network. [silence] [silence]
18:00
Speaker 1
my landline on this computer as well. Yeah, I unplugged the the ethernet cable, um, so I'm I'm only on wi-fi now. I don't know what you want me to do with will you say modem? You want me to unplug the linksys router? Okay. Unplug the router from the modem. You when you say unplug, you want me to unplug the power cable or the ethernet cable? Okay. All right, I didn't know that. So now I will unplug the
19:00
Speaker 2
or try to unplug the router from the modem unplug the internet cable from the modem unplug the other okay your okay your router sir is currently connected to the modem kindly unplug the router while accessing the web interface yeah and let it turn to solid red unplug the router from the modem uh no the internet
19:00