V2 Rubric Detail — 00eb61c6-6c28-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 21:44
Duration
9m 53s
Contact
Josh Mendes
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134135
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: Cannot login to Linksys app

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall93.5% (+35.5)

V2 Grader Summary

The agent correctly diagnosed the app login issue, guided the customer through reinstalling the app and resetting the admin password using the recovery key, and clarified that cloud linking is no longer supported — directing to local access. The customer successfully logged in and confirmed full functionality, resulting in a successful resolution without escalation or avoidable friction.

V1 Case Analysis

Customer unable to access MX2000 via Linksys app. Advised to reinstall app, use default admin password ('admin'), and reset password using recovery key. Customer confirmed successful login and device visibility.

Troubleshooting Steps
  • Advised reinstalling the Linksys app.
  • Suggested using the default admin password ('admin') to log in.
  • Provided instructions to reset the router password using the recovery key.
Key Observations
  • Agent incorrectly claimed the cloud server for account linking has been discontinued (transcript [08:00]), which directly contradicts the Linksys KB. This is a material accuracy error.
  • Agent did not verify WAN/internet connectivity status before troubleshooting app discovery, despite the customer using Starlink (which can have unique provisioning needs).
  • Agent provided correct default admin password ('admin') and recovery key reset instructions, which resolved the login issue.
  • Customer confirmed resolution independently, indicating the self-help steps were effective.
Positive Highlights
  • Correctly identified and communicated the default admin password 'admin' (transcript [06:00]), which is accurate per KB.
  • Recommended reinstalling the Linksys app, a valid first-step troubleshooting action (transcript [04:00]).
  • Provided accurate instructions to reset the router password using the recovery key (transcript [07:00]), a supported method per KB.
  • Confirmed resolution with the customer before closing the call (transcript [09:00]).
Agent Errors / Gaps
  • Incorrectly stated that the cloud server for linking accounts has been discontinued (transcript [08:00]). This is factually false per the Linksys KB — both local and cloud access remain supported.
  • Did not confirm the router's WAN or internet connectivity status before troubleshooting app discovery, which could have ruled out upstream issues.
  • Failed to clarify the distinction between Wi-Fi password and router admin password, leading to initial confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'It's providing the Wi-Fi. We're all good' and 'logging in... shows what's all connected to it. Okay. Awesome.'
R2 Met Diagnostic thoroughness conf 90%
Agent guided reinstalling the app, resetting admin password via recovery key, and using local login — all logical steps advancing resolution.
R3 Met Correct resolution path conf 90%
Agent correctly pursued local admin access instead of escalating or suggesting RMA, aligning with known cloud deprecation for older models.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified symptom (app can't find router), asked what customer sees, and narrowed to account/login issue rather than hardware or internet problems.
T2 Met Appropriate tools / resources used conf 90%
No remote tools or logs were needed; agent used correct KB knowledge (recovery key reset, local access) appropriate to the scenario.
T3 Met No misinformation conf 90%
Agent correctly stated default admin password is 'admin', clarified it's separate from Wi-Fi password, and accurately described recovery key reset process.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent did not open with expectations or structure, but maintained control and kept interaction on track despite customer digressions.
C2 Met Confirmed understanding conf 85%
Agent adapted by spelling out 'A-D-M-I-N' clearly, used plain language, and confirmed understanding through follow-up questions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a ticket, stayed on the call, and resolved the issue without transferring — full ownership demonstrated.
O2 Met Proactive follow-through conf 90%
Resolution occurred during the call; no pending actions or disconnect/callback commitments were made, so none were needed.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact with no prior case history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with correct guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent was polite and said 'don’t worry', but did not explicitly acknowledge customer frustration or express empathy for repeated attempts.
X2 Met Tone & rapport conf 85%
Agent matched customer’s pace, used clear spelling, asked clarifying questions, and kept engagement throughout troubleshooting.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, performed no holds, and gave direct, efficient steps (reinstall, recovery key reset) minimizing customer effort.
Call Transcript20 turns · 20 lines
Speaker 1
[silence] Hello, I'm just trying to set up my Linksys that I have. I just recently, uh, got Starlink and I just plugged it in and for some reason it doesn't want to work. Now, that I can
00:00
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 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, the paid support option may be available depending on the issue. Thank you for calling Linksys support. I will connect you now.
00:00
Speaker 1
[KEEP_UNCERTAIN] I got it plugged in over here, so I'm, I wasn't sure if there was something that you guys could uh guide me in to figure it out. Serial number is going to be 50 Delta 10 Mike 25 Charlie 19788. And the model number is Mike X-ray 2000. I got a solid blue on it. Um, I did have to set up, um, my, uh, account and that's already set up, but it, it says that I can't find it. It's already named, so I tried using the existing one. [silence]
01:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] All right, Jimmy.
01:00
Speaker 1
and it's not seeing it, it's yeah, like I am actually connected to it via way. I just wanted to try and get it to work through the the app so then I can have you know potential control to reset it and stuff. Uh, Josh men, N. D. S. Yes. men, N. D. S. or men, D. Z. if you spell phonetically.
02:00
Speaker 2
okay, so the internet is working, all the nodes are working. right, let me create a ticket for you. what's your first name and last name, right, hold on, um, did you say Josh? okay, and what what's the spelling of your last name again? all right.
02:00
Speaker 1
the email I'll be using for this is josh Mendes. 98 at gmail.com. uh my full last name M double E N double E S. 98 at gmail.com. Uh yes, we just got Starlink set up. Yeah, I'm just trying to get my app to connect to it so that I'm I have uh control. so I got to the point where [silence]
03:00
Speaker 2
[silence] what is your email address? [silence] excuse me, did you say your first name followed by MEN and then a 98? Ninago.g com. and who is your internet provider? [silence] you said. [silence] let me verify that just one more time. no problem with the internet, right? everything is working, you that you just log into the app. that's the only problem, right? got it. what do you see on the app right now?
03:00
Speaker 1
You have the two options, so I'll just login back in. Come on. I was at the point where it says either add existing device or new device. But my device has already been set up. So it already has a name. Like I said, I'm connected to it, but it won't find it. I got my Bluetooth on. I'm connected to that one right now. Let me just double check. Yeah. The one that's for the mesh. If I do add an existing router or mesh Wi-Fi system and I click find my router, it says that it can't find anything. Something went wrong. here. Is it?
04:00
Speaker 2
All right. You probably have done it, but can you try to... I mean, can you delete the app and reinstall it again?
04:00
Speaker 1
I mean, there's no different app that you guys have. I just have the Link app. It's not called anything different, right? Okay. Okay. Let's reinstall it real quick. Okay. Okay. So it says here I can either login with my email or the router password. Would it be better if I did the router password? Okay. Oh, and I just started looking. Oh, first login. Okay, router password. Try that. incorrect. Oh, is it, is this one going to want the factory password and not the setup password that we have?
05:00
Speaker 2
[silence]
05:00
Speaker 1
Okay, but not the one that's underneath. That's just the setup password. Uh, trade. I'm sorry, you said what was the password you said that would work? Okay. All right.
06:00
Speaker 2
By default, the router password is the word admin, A-D-M-I-N by default. If you did not change that, that's the Wi-Fi password, yeah, not that. Admin, so a as in alpha D as in David M as in Michael I as in India N as in Nancy that's all lower case. Yeah, just that. .
06:00
Speaker 1
It does not want that. Gotcha. reset password. Okay. Oh. Okay. I think it might be tied. Okay. So for me to get it set up, I go through. So I think my girlfriend has an account linked to it. Can it only have one account linked to it at a time? That might be the problem. Or can I have multiple accounts? I was just trying to see if I can set it up.
07:00
Speaker 2
Okay. Click reset password, don't worry, it will not affect your Wi-Fi password. It will ask for recovery key and get the recovery key at the bottom of the device. The main tower there is a recovery key. Five numbers.
07:00
Speaker 1
Maybe I'll see if they can. well. Well, that's sort of, can't be the saying. That's funny. on the same character yeah something
08:00
Speaker 2
No, I mean to link a new account to your router, if there was an account linked to that router. Unfortunately, you'll have to reset the router so that you can link another account. But I don't think that will work because the cloud server has been discontinued so you can no longer link your account to your links will write. You can only link using the local access, which is the admin password, unfortunately.
08:00
Speaker 1
There we are logging in. Okay. All right. Yeah, it looks like it shows what's all connected to it. Okay. Awesome. Well, thank you very much. Will be it. No, no. I just wanted to connect to it. I mean, it's providing the Wi-Fi. We're all good. Okay. Thank you very much. Have a good day. Bye.
09:00
Speaker 2
did it work? great, it's good to hear. questions? okay, wait till here.
09:00