V2 Rubric Detail — 02078ebc-68eb-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 18:49
Duration
21m 1s
Contact
Sheryl Cavanna
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133467
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to use the default password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution3.44/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall61.2% (+35.2)

V2 Grader Summary

The agent resolved the issue as confirmed by the customer’s successful connection, though the path included suboptimal steps like skipping the Recovery Key method. While technical accuracy and troubleshooting were partially flawed, the agent maintained ownership and basic communication, resulting in a functional outcome. The interaction reflects partial adherence to protocol with room for improvement in diagnostics and efficiency.

V1 Case Analysis

Customer unable to log into router after reset; agent provided incorrect 15-second reset and 5-press instructions; misidentified purple LED as default state; falsely claimed setup complete; no verification of login or internet; issue unresolved.

Troubleshooting Steps
  • Instructed 15-second reset (incorrect for SPNM devices)
  • Later instructed 5-press reset (correct)
  • Misinterpreted LED state (purple ≠ default)
  • Falsely claimed setup complete without verification
Key Observations
  • Agent gave two conflicting reset procedures: 15-second hold (incorrect) and 5-press (correct)
  • Agent incorrectly claimed solid purple light means router is ready for setup (KB states solid blue for SPNM/LN series)
  • Agent falsely stated setup was complete after 5-press without verifying login or internet connectivity
  • No model number was collected despite SPNM/LinksysNOW-specific procedures being required
  • Agent declared warranty status without verification
Positive Highlights
  • Agent collected customer's email address for follow-up
  • Agent remained polite and attempted to guide the customer through a reset process
  • Agent eventually referenced the 5-press method (correct for SPNM60/62 series)
Agent Errors / Gaps
  • Provided incorrect reset procedure: 15-second hold is invalid for SPNM/LinksysNOW devices (KB: use 5-press or recovery key)
  • Misinterpreted LED state: solid purple is not a documented state; solid blue indicates factory default (per linksys_now_login_admin.md)
  • Falsely claimed setup was complete after 5-press without verifying login or internet connectivity
  • Failed to guide customer through actual login process using myrouter.info or recovery key (per universal_password_login.md)
  • Did not collect product model number, which is required for accurate troubleshooting

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms connection success with 'Now it says it’s connected' and expresses gratitude, indicating the primary issue is resolved.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent initiated a factory reset, which is a troubleshooting step, but skipped the non-destructive Recovery Key method first; however, the reset did lead to eventual connectivity.
R3 Partially Met Correct resolution path conf 85%
Agent performed a factory reset on an out-of-warranty device, which is acceptable under best-effort policy, but failed to attempt the Recovery Key method first, which is the correct protocol for password recovery.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent did not ask diagnostic questions about model or recovery key use, but correctly interpreted the solid purple light as setup mode, showing some logical progression.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent did not use remote tools or guide customer to use the Recovery Key feature, but relied on physical reset methods which are valid fallbacks when digital recovery isn't pursued.
T3 Partially Met No misinformation conf 87%
Correctly identified solid purple as setup mode, but instructed a 5-press reset without confirming model compatibility; however, 5-press is valid on many mesh models and not universally incorrect.
Communication
C1 Partially Met Clear & professional language conf 83%
Agent maintained basic call flow and gave instructions, but had long silences and unclear transitions (e.g., sudden shift to 5-press), indicating weak control at points.
C2 Partially Met Confirmed understanding conf 86%
Used respectful 'ma’am' and simple terms, but failed to confirm understanding when customer repeated confusion about lights and passwords.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent collected email, promised follow-up steps, and did not transfer; owned the case to closure despite technical missteps.
O2 Partially Met Proactive follow-through conf 85%
Promised email with guidance and asked customer to wait, but did not specify delivery time or confirm receipt, leaving next steps incomplete.
O3 Not Applicable Closure confirmation conf 100%
No prior case history evident; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this setup issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remained polite and patient throughout, but never acknowledged customer frustration or expressed empathy beyond basic courtesy.
X2 Partially Met Tone & rapport conf 84%
Maintained a steady pace and repeated instructions, but did not adjust tone or method when customer showed confusion about light colors and reset steps.
X3 Partially Met Overall experience conf 82%
Customer had to perform multiple resets (hold 15 sec, then 5-press), increasing effort, but agent eventually avoided unnecessary steps by confirming connection success.
Call Transcript32 turns · 37 lines
Speaker 1
yea hi uh I think you need my serial number or W A P S number or mac address which one do you need hi how are you by the way
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 one 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 product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is G. How can I help you today? I'm good, ma'am. How about the serial number?
00:00
Speaker 1
Okay, 32 a is an apple one zero M, is and Mary to see is in cat a is an apple 03 one two three one two three Okay, I'm trying to put in the password the 1 a X Y V 6 J M N V. And it won't connect. I just had internet people out here. And the modem seems to be working and I have it connected into the internet. But I'm to the internet modem and now I can't get it to connect. What am I doing wrong? I when I got this modem. I this is my question. When I got this modem, is there any chance I may have changed the password on it? I can't, right? [silence]
01:00
Speaker 2
Okay. Yeah, I'll just need to check on the exact. You might know. How can I help you today, ma'am? Okay. Yes, ma'am. Yes, ma'am. You, uh, you've, um, you're looking at earlier
01:00
Speaker 1
Okay, then can we, all right, so then, okay, so then, all right, so then let's do this. Let's reset it to the original password. The one Axyv6jmnv. Okay, hold on, let's, are you going to have to walk me through this? Hold on just a moment. All right. Okay. All righty. Okay, so the router is blue so it's on. So the red reset button you said.
02:00
Speaker 2
Yeah, you possibly did, already. This router, ma'am, this will not work without a setup. Okay. For you to do that, ma'am, you just need to press the the reset button of this router. The reset button, ma'am. That's underneath the the router. Yes, ma'am. But before you do that, let me just set your expectation that uh once you press that reset button, ma'am,
02:00
Speaker 1
I'm sorry, what? Okay. Okay. That's fine. That's I, I need to do that in order to get it working. So, all right. So I have to press the red button, right? Not the W, not the WPS. It's the little tiny red one, right? Okay. I got to get like a pen. Hold on one second. It's super little and I don't I'm, I got to get something to do it. Okay. All right, so you said [silence]
03:00
Speaker 2
for 15 seconds or for more. everything will be erase and will be yes ma'am. let me just set your expectation that once you press the reset button this router will go back to default so all settings that you set up for your linksys will go back to default or will be erase. yes. [ silence] yes for 15 seconds or for 20 second yes. [ silence]
03:00
Speaker 1
Ten seconds. All right, I'm pressing it as we speak. Let me know when I gotta let go. OK, the red button's flashing. Now there's nothing flashing. Now it's back on blue. Now it's back on blue. Sorry, I couldn't I couldn't understand you. What did you say? Purple. Purple, not blue. Purple. Alright, hold on. OK. I gotta.
04:00
Speaker 2
Okay. Okay, Ma'am, you just need to wait until it turns steady purple. Once you have that steady purple, that means that everything is Ready. Yes, ma'am. Wait for the a solid purple light on the top of that router, ma'am. Once you already have a solid purple light. Purple, yes. Not blue, ma'am.
04:00
Speaker 1
do it again hold on. Oh, it did. Okay. Okay. So now we're gonna wait for that blue light that's flashing to turn purple. Hello? Hello? All right. So the blue light that's flashing, it's going to turn purple. Okay. No, I won't have purple. I have a I have a blue flashing light. Okay. All right, so I need to hold the red button longer. Hold on.
05:00
Speaker 2
Oh, no need ma'am, you just need to wait, you already did a reset, you just need to wait for a few seconds, for a few minutes, yes. Yes ma'am, sorry. Yes, once you already have a purple light that means that you already have uh, no ma'am, what I mean ma'am is you have to wait until it turns steady purple, once you already have a purple light on the top, that means that you're back to default. No need ma'am, you already did a reset, just give it more time, maybe more a couple of minutes. Okay, yes. Ji, please hold the phone on speaker.
05:00
Speaker 1
Oh, okay. All right. Okay. Well, how's your day going? We got some time to kill. All right. Purple. It's purple. Okay. It's purple. Do what? What? Well, I have the router going directly into the, into the box, into the, into the Wi-Fi connector. So, is it not in the wrong? Let me see something. Something. Is it in the. No, that's telephone. Let me. It. It's. Hold on. Let me see something. Let me put it into number one. Okay. It's purple. So, I'm trying to figure out now what. Okay. So should I try to reset it now? I'm just. I'm trying to get the. Let me see if I. Now, let me see if I can connect the router now. Hold on just a moment. I'm trying. Hold on. Okay. Let me see something. All right, let's see if it connects to my phone.
06:00
Speaker 2
What exactly you're trying...? Ma'am, what are you trying to do with the... set up ma'am, with the Linksys, with the modem?
07:00
Speaker 1
like it's trying this time. Hold on. That may have been, might, hopefully let's see if that fixed the problem. I got metered network, detect automatically, Mac random, radomize mac, proxy none. It says incorrect password. And I'm putting the password. You know what? Let me look at it. Let me see something. I'm gonna. All right. Hold on. No, there's no Oh, it just says 1AXY V6JMNV is my password. And it says recovery key 0 8 217. What does that mean?
08:00
Speaker 2
Is there any 0 on the password? Or, 0? If there is a zero ma'am, use the zero instead. If there's an 0.
08:00
Speaker 1
Alright. So, Alright, so then why isn't the password working now for the for the router? That's on the back of it. What do we need to do to make that work? I did. What? Okay. 1AXYV6JMNV. And I've got it on auto connect. Let me try one more time to connect. I'm Wi-Fi connect. Let's see if maybe I know the passwords, correct.
09:00
Speaker 2
that's where you to recover the router password ma'am that's a different function I'm sorry you're already back to default ma'am you just need to type in the right password silence
09:00
Speaker 1
It's, um, hold on, I'll have to look at, all right, hold on. It's, um, hold on. Settings. Oh, I gotta go back. It's called I-N-E-N-I-N-I-T-I-T-E-U-M.
10:00
Speaker 2
madam, before we proceed with that. Um, what's the Wi-Fi name that you're connected right now? That you wanted to connect right now? What's it in madam? Okay, let me just check that starts with linksys.
10:00
Speaker 1
Let me see something. Okay. Hold on. It says, all right. It says password. It just, it just says wireless SSID is I, all uppercase. I, it is I is an Indian, all uppercase. N is in Nancy. E is in Frank. I is in Indian and is in Nancy. I is in Indian. T is in Tom. U is an umbrella. M is in Mary. 842A is an apple. No, this is off the infirm. No, that's what I'm giving you.
12:00
Speaker 2
Okay. What's the wireless SSID, ma'am? Are you reading this one from the bottom of your lenses, ma'am?
12:00
Speaker 1
you want the name off of the Linksys? Hold on. Give me a second now. Okay. On the Linksys, it just gives me a WPS number, a serial number, a Mac address, a recovery key, a password, and the name. Is Lindsay setup C three B. That's what I did. And I tried, yes, I see the Lindsay setup. Yes, that is what I had up on my phone, trying to put the password that's behind this on there.
13:00
Speaker 2
Okay. Okay, ma'am. Can you do this instead? Look for that same now if I named on your device, on your phone. Okay. Do you see that name?
13:00
Speaker 1
Oh, boy. Oh, damn it. Three, B, four, F, U, X, G, H, O, K. okay, let me go back to Lindsay, okay? All right. All right. Okay. Um, hold on. Lindsay set up C3D. That is what I'm on right now. Enter password. Let's try this one more time. Okay? It's 1A is an apple, X is an X-ray, Y is in yellow, B is in Victor. six. Jay as in jack Lanner. M as in Mary. N as in Nancy. V as in Victor. Okay. Let's see if it will connect. [silence] Should I turn off auto connect? [silence] Hold on. Damn it. [silence] Oh, Lindsay. Okay. Let's see. [silence] Now it says it's connected. [silence] Okay. [silence] All right, so I guess I'm okay. Then it's connected. [silence] All right, okay. [silence] Now what do I do? [silence]
14:00
Speaker 2
Yes, ma'am, because earlier, maam, you are trying to connect to the wrong Wi-Fi name. You're not yet done with that, ma'am. Okay. Your router is on purple now, which means it's on setup mode. That means, that means, ma'am, that you have to set it up for you to have your internet, your Wi-Fi connection from your alarm system. Is it okay, ma'am? [silence] So once you've set this router to ask you, what's the internet choose Wi-Fi. Then, what do you see there, ma'am? [silence]
15:00
Speaker 1
[KEEP_UNCERTAIN] I am [silence] Okay, so now, now what do... Okay, what, do you have SCI Lab as my email? Oh, okay. Oh, yes. Okay, it's all upper case. S as in Sam, C as in cat. E as in egg, Y as in yellow. E as an egg. L as in Lucy, A as in apple, B as in boy, at yahoo.com. SCI Lab at yahoo.com.
16:00
Speaker 2
Okay. Okay, ma'am. So, ma'am, let me just inform you that this router, ma'am, is already out of warranty. But no worries. I already, I will provide you some steps that will be sent to your email address for you to have it working again. I don't have yet your information, ma'am. I have your email address, please. Okay, may I have your first and last name please? What is your first name again? Okay. Yes, go ahead ma'am. Um huh. Manela.
16:00
Speaker 1
So, I did I, should I go on my email to a link? Sure. Yes, I'm here. Five times you said? Okay, gimme, let me put down my phone. All right, hold on, okay. Hold on. All right, one, two, three, four.
18:00
Speaker 2
No need, ma'am. No need. I will send you the guidance on how you can set this one up. Um, can you do this please? CAN U PLEASE uh, hello, ma'am? Yes. Can you please press the reset button, ma'am? The red button of this router five times. Not too fast, not too slow. Yes. Yes. Not too fast, not too slow.
18:00
Speaker 1
Okay, now the purple light now the purple lights flashing. Okay. Okay. Because I honestly the plastic still on this thing. So what's gonna what's gonna happen next? What color will be next? Purple, solid purple or. Oh, it's blue. Okay, it's oh no, it went blue and then now it's going purple again flashing. Okay. Thanks for your help. I just going cuckoo trying to figure it out.
19:00
Speaker 2
Okay, that's it. So, uh, okay Ma'am just, give it more time. So I'll uh, just wait for the email Ma'am, I'll send it to your cake. Just give me a couple last minute. Okay, we are, we are expecting to see a blue light that, ma'am, just give it, uh, three to five minutes. You're welcome. I see. who's your internet provider, ma'am? Okay. Okay. Okay. So, ma'am, um, let me just inform you that that five press that we did, that's already your setup. So, no need for you to do anything. You're already online. Thank you. Yes. Yes, ma'am. That's all good. Okay, you're welcome, ma'am. So, under your wifi and have a good day, please stay safe. Bye-bye.
19:00