V2 Rubric Detail — 002276a2-6b34-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 16:37
Duration
8m 56s
Contact
Whitney Pillsbury
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.4/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall83.5% (+15.5)

V2 Grader Summary

The agent successfully resolved the admin access lockout by guiding the customer through the recovery-key password reset process, confirmed full functionality, and provided post-call support. All technical steps were accurate and aligned with KB guidance. While communication could have been improved during moments of confusion, the outcome was fully achieved without escalation.

V1 Case Analysis

Customer locked out of LN1100 admin panel after multiple failed login attempts. Guided through 'Forgot password' flow using recovery key from router label. Set new password, power-cycled router, and confirmed access restored. Offered follow-up guide.

Troubleshooting Steps
  • Directed customer to access http://myrouter.info and use 'Forgot password'
  • Guided customer to enter the five-digit recovery key from LN1100 parent router
  • Instructed password complexity requirements and password reset
  • Directed router power-cycle (unplug/replug) after password change
  • Confirmed router LED status and device list accessibility post-reset
Key Observations
  • Agent correctly applied non-destructive password recovery using LN1100-specific recovery key per KB guidance
  • Ambiguous instruction 'click reset' could mislead customer into performing a factory reset
  • Confusing phrasing 'unplug the router back to the modem' lacks clarity about WAN connectivity
  • No model/serial number collected despite troubleshooting a specific device
  • Customer confirmed successful access to device list after password reset and power-cycle
Positive Highlights
  • Correctly identified and applied LN1100 recovery key method for password recovery
  • Provided appropriate password complexity requirements
  • Instructed necessary power-cycle after password change
  • Confirmed resolution by having customer verify device list access
  • Offered follow-up documentation via email
Agent Errors / Gaps
  • Failed to collect product model/serial number at start of call
  • Used ambiguous instruction 'click reset' which could be misinterpreted as factory reset
  • Provided unclear topology instruction 'unplug the router back to the modem'
  • Did not confirm customer had access to recovery key before proceeding

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed resolution: 'I clicked on device lists and it's working.'
R2 Met Diagnostic thoroughness conf 95%
Agent guided through full recovery workflow: accessing myrouter.info, using 'Forgot password', entering recovery key, resetting password, replugging, and waiting for reconnect.
R3 Met Correct resolution path conf 97%
Agent correctly selected non-destructive recovery path (recovery key) per KB guidance instead of factory reset, appropriate for locked admin access.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified login failure and used recovery workflow but did not probe root cause of initial lockout (e.g., how many attempts, prior resets).
T2 Met Appropriate tools / resources used conf 98%
Agent appropriately used the local web interface (myrouter.info) and the recovery-key reset process — the correct and necessary tools for this issue.
T3 Met No misinformation conf 96%
Agent accurately described recovery key location (on parent router), correct password requirements (10+ chars, upper/lower, number, special), and proper replug timing.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general control with step-by-step guidance but had multiple unexplained silences and repeated instructions unnecessarily.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but failed to clarify 'parent node' when customer expressed confusion ('I thought this link'), missing a key comprehension check.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, did not transfer, and offered post-call email support with setup guides.
O2 Met Proactive follow-through conf 93%
Agent provided clear next steps: reset password, replug router, wait 3–5 minutes, refresh page — with realistic timing and ownership.
O3 Met Closure confirmation conf 95%
Agent acknowledged prior disconnection ('giving your call back because we got disconnected earlier') and did not re-ask for basic information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 with standard recovery steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution details are not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent used polite closing ('You're welcome... have a great day') but did not acknowledge customer frustration or effort during troubleshooting.
X2 Partially Met Tone & rapport conf 70%
Agent maintained a calm tone but did not adapt communication when customer struggled with 'parent node' concept, leading to confusion.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition, used existing context, and guided customer efficiently to resolution without redundant steps.
Call Transcript12 turns · 15 lines
Speaker 1
This is links is technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links specialist. Hi, this is Ragueene, from links say technical support, giving your call back because we got disconnected earlier. We talking with Bethany. Okay. Now, since you unplugged the router from the modem, so the light indicator of the router turned to solid red. Okay. Try to forget the network and then reconnect your computer. Forgot, yeah, forgot network. [silence]
00:00
Speaker 2
Hi. This is Whitney, yes. Yeah. That's correct. Okay. John, I
00:00
Speaker 1
Okay, so you're currently connected to your Linksys network, even without internet connection. Are you connected? Yeah. Select your Wi-Fi name of your Linksys network and enter the password. Okay, open a browser. That's Google. And on the address bar type my router dot info. What is the error? So when you tried to enter my route
01:00
Speaker 2
connected. it's connected. Okay. I'll go to Google. Okay. Okay. And the uh bar is sitting where it sat when we started this call. There's no err- The status bar sits about an eighth of the way across the status bar. It's just stuck. [silence] and the uh bar is sitting where it's at when we started this call. There's no air. It's just- the status bar sits about an eighth of the way across the status bar. It's just stuck.
02:00
Speaker 1
So, are you able to login? Is it on the address bar? You typed that one in the URL bar? Okay. Click reset. Forgot password. Yeah. The parent node from Linksys main router. Modem is your main router. Modem is from Verizon. We don't have a modem.
03:00
Speaker 2
no, it's uh not loading. My router.info is not loading. The status bar is just sitting there. Yes, I typed my router.info. Okay, now it's loading. Now it's loading. Interconnect connections down. Access lock. Too many failed attempts to log in. Okay, done. Okay. And it wants a recovery key. Do I get that one off of the modem? Parent. The parent main modem linksys. Right. The main router. Oh, okay. That's the term I didn't understand what you meant. I thought I thought this link. [silence] This is, this was a modem as well, but the, the main links, is white LN1100 on getting the recovery key off of it and hitting submit. And now it wants me to create a new admin password. It says that security mix yourself a hint that reminds me there's not any instructions for the requirements, but I'll put in Oh, here it came up. At least 10 characters. Upper and lower case, one number, one special character. Okay. So this, this then come up before. So let me just make sure I'm doing this right. So at least 10 characters, upper and lower case letters, good. One number and one special character. Oh, boy. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10.
03:00
Speaker 1
Again, and then do not leave the page, unplug the router back to the modem. Uh, replug. Sorry. Replug that.
05:00
Speaker 2
okay okay and I'll hit and reset actually I'm in whoo okay now what about turning yeah I'm sorry go on yeah the the unplug it it's unplugged unplugged oh replug it okay plug it back in right okay Okay, I plugged it back in.
05:00
Speaker 1
Yeah. It will take three to five minutes. [silence] Okay, and then refresh the web page or check if it is connected now. [silence] The network status is connected. [silence] But what are you trying to do with your Lynksys smart web interface? [silence] Okay, so. [silence] You can check.
07:00
Speaker 2
still. Now it's um yeah, and now it's solid white. Okay. The uh check and it looks like the uh yes, the network is connected. It's connected. It's still connected. Um, I can go to another page and refresh or do you want me to I can go to another page and just like go to Google or something like I wanted to go on and uh make some adjustments. I wanted to look at what devices were on there and stuff like this.
07:00
Speaker 1
Manage your router settings now. Okay. You're, you're welcome. But if the issue still persists or in the future, please don't hesitate to reset and reconfigure your linksys mesh system. So, I can send you some guides in how to set up the parent node and the child node and how to properly reset your linksys mesh system via email after this call, okay? Sorry, you're welcome and have a great day with me. Bye for now. [silence]
08:00
Speaker 2
so I, okay. Yeah, I clicked on device lists and it's working. So thank you so much. Okay. Uh-huh. Okay. Okay, bye.
08:00