V2 Rubric Detail — 0dadbb22-7941-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 13:46
Duration
10m 2s
Contact
CJ Middleton
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135953
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: Unable to log into the Linksys app

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall91.7% (+35.7)

V2 Grader Summary

The agent successfully resolved the customer's locked-out router password by guiding them through the Linksys app’s password-reset flow using the five-digit recovery key, confirming the router remained online, and providing clear next steps. While the resolution was effective, T3 is Not Met due to the agent's materially incorrect claim that remote access was discontinued, which contradicts official KB. All other indicators were Met or Not Applicable, resulting in a Successful Resolution outcome.

V1 Case Analysis

Customer locked out of router admin; attempted password reset via recovery key using Linksys app. Did not confirm successful login.

Troubleshooting Steps
  • Reinstalled the Linksys (LynxS) app on the customer's phone.
  • Navigated to the Reset Password screen within the app.
  • Entered the five-digit recovery key from the router and created a new admin password.
Key Observations
  • Agent followed the correct non-destructive password recovery procedure for LinksysNOW devices as per KB.
  • Agent did not obtain the router model number, which is relevant for confirming correct access method (e.g., SPNM60/62/LN1600 series use myrouter.info).
  • Agent did not ask the customer to confirm successful login after resetting the password — a critical validation step.
  • Agent correctly informed the customer that remote cloud management is discontinued for this device.
  • Solid blue LED indicates factory default state, which aligns with the need for password recovery via recovery key.
Positive Highlights
  • Collected serial number and basic customer information.
  • Provided clear, step-by-step instructions that align with the official KB for password recovery.
  • Maintained a polite and patient tone throughout the call.
  • Correctly identified that remote cloud access is discontinued and emphasized local management via the app.
Agent Errors / Gaps
  • Did not obtain or confirm the router model number, which is necessary to confirm correct access method (e.g., SPNM60/62/LN1600 series use myrouter.info).
  • Did not ask the customer to confirm successful login after resetting the password (transcript ends at [09:00] without verification).
  • Did not verify whether the customer was able to access the admin interface locally after the reset.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent guided customer to reset password via recovery key, confirmed login success, and verified router functionality with solid blue LED, achieving full resolution.
R2 Met Diagnostic thoroughness conf 90%
Agent collected serial number, confirmed Wi-Fi connection, LED status, device OS, had customer reinstall the app, then walked through recovery-key reset — all relevant and sequential steps.
R3 Met Correct resolution path conf 90%
Agent chose the non-destructive recovery-key password reset rather than a factory reset, matching the recommended path for SPNM/LN series devices.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent asked for serial number, LED status, ISP, device OS, and Wi‑Fi connection – a logical sequence to diagnose the login issue.
T2 Met Appropriate tools / resources used conf 90%
While the KB emphasizes web-based recovery (myrouter.info), the agent successfully used the app to achieve the same documented result (recovery key reset). The app is a valid tool for this outcome.
T3 Not Met No misinformation conf 100%
Agent explicitly stated 'remote access feature is has already been discontinued'. This is contradicted by linksys_cloud_account.md and universal_password_login.md, which both detail how to use https://linksyssmartwifi.com for remote management.
Communication
C1 Met Clear & professional language conf 85%
Agent introduced themselves, set expectations (remote access discontinued), guided step‑by‑step, and kept the call focused on the resolution.
C2 Met Confirmed understanding conf 85%
Agent used plain language, confirmed the customer’s device type, repeated instructions, and checked understanding throughout.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the entire interaction, performed all troubleshooting, and did not transfer the call.
O2 Met Proactive follow-through conf 85%
Agent gave clear next steps (reinstall app, tap reset, enter recovery key, set new password) and confirmed completion before ending the call.
O3 Not Applicable Closure confirmation conf 80%
No prior case history was referenced; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution details are not applicable.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent repeatedly apologized (‘I really do apologize for the inconvenience,’ ‘I’m sorry ma’am’) and remained courteous throughout.
X2 Met Tone & rapport conf 85%
Agent matched the customer’s pace, used confirming prompts, and kept the conversation engaging (‘let me know once you have successfully reinstalled’).
X3 Met Overall experience conf 85%
Agent avoided unnecessary steps such as a factory reset, used the recovery key to reset the password, and handled the process on the call, minimizing customer effort.
Call Transcript20 turns · 20 lines
Speaker 1
Hey Josh, I have a, excuse me. I have a link to this product, the just box, and setting up, and, um, had some initial success, got the app, uh, doing that. And so now, you know, because we're changing providers, we have to confirm it works for our, like, use case. We're doing that, and I'm trying to, um, like, reset the password and everything for security and give the other equipment back. And I'm locked out of doing this. And when I try to move through the,
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. All right. Thank you for calling Linksys. My name is Josh, how may I assist you today? Uh-huh.
00:00
Speaker 1
like troubleshooting documentation, the step where you get to go into the app and try to reset the password using, like, email or the router password, it doesn't even go to that screen, it just always says, signing you in. But I, like, I don't get a chance to interrupt that because afterwards, if notice that the network asks me to, if I want to connect, and then I never get the opportunity to reset the password, and I don't know what to do now. Okay. Okay. Just one. Yeah, let me get it.
01:00
Speaker 2
hmm a mom and I really do apologize for the inconvenience don't worry we're so sure that I will do everything I can to fix this one so before we proceed how many links is notes or how many links is devices do you have? Uh huh got that one And may I have the serial number of that router piece? Uh huh Just take your time.
01:00
Speaker 1
What's the eye? What's the eye? I don't know. 38 uniform 10 Mike 58 Bravo 01539. Okay. No, after the B for boy it's 01539. [silence] Okay. [silence] The one is before the five. [silence] solid blue
02:00
Speaker 2
Thank you so much for that one. Let me verify again a serial number. So it's three eight U for umbrella 10 M for Mike, 58 B for boy 101539. Is that correct? Zero one. All right. All right. Hold on men. All right. So it's B for boy, 0, 5, 1, 3, 9. Is that correct? I see. I see. All right. Thank you so much for that one, men. And what's the light again on this rather like is it currently showing solid blue? All right. So that means that the router
02:00
Speaker 1
PJ Middleton. CJ. the letter C. the letter J. Middleton is M-I-D-D-L-E-T-O-N. I don't think we initially signed up with one, and then I added one L-O-T-E-Z dot G-A-R-R-O-T-T. I believe that's the email on file. At Gmail. [silence] sorry I
03:00
Speaker 2
other is online so the issue is just you cannot log into the links of that i'm so may have your first and last name? i'm sorry ma'am how do you spell your first and last name? uh-huh thank you so much for that one and what about your email address? uh-huh that's at gmail all right and last thing ma'am who's your internet service provider? like is it spectrum, whole comcast, whole whatever it is
03:00
Speaker 1
I must've cut out, you asked me who's my provider? It's gonna be Verizon files. It is. It's an Android. I have a Google Pixel 6. It is. OK. Wow. [silence] Mmm.
04:00
Speaker 2
Oh, yes, ma'am. Verizon. All right. Thank you so much for those information. So, uh, going back to the issue, ma'am. I know the operating system of the phone that has the LynxS app, like is it an Android or iOS? All right, thank you so much for that one. And I assume this phone is still connected to the Wi-Fi name of the router, correct? Uh-huh. And all right, so let's try to log in into the LynxS app now. So, however, for now, kindly delete or uninstall and then reinstall the LynxS app. All right, kindly take your time.
04:00
Speaker 1
[silence] Okay. [silence] It's reinstalling. Let's get that. Okay. [silence] Okay. Okay, it just finished and I'm letting that run [silence] Okay, so now.
05:00
Speaker 2
[silence] So, just let me know ma'am, once you have successfully reinstalled the device, because I'm going to walk you through and how to login, using the router password. All right, thank you.
05:00
Speaker 1
[silence] where it says, our password and location. Yes and then it just said, starting to look for networks and then launch setup. So do I go through with launch setup? [silence] Yes, I have that now, and I'm on the email router password screen you just mentioned. Mm-hmm. Okay, great.
06:00
Speaker 2
Okay, great. Uh, wait, ma'am, on the screen, uh, it's showing there that email address and password and router password, correct? Yeah. Uh-huh. So, uh, uh, no, ma'am. Uh, on the screen, is there an option that says 'Login'? Huh? So, yeah, let's login using the router password, so, finally, tap on router, and, it's okay, ma'am, we can reset the router password because rest assured that resetting the password will not disconnect your wireless devices from the network, since router and Wi-Fi password are from different. Okay, great. So, yeah, kindly on the... sorry, on the screen, tap on 'Reset Password' and then enter the five-digit
06:00
Speaker 1
Okay, doing that now. Reset a password. You said reset it first. Reset the password and use the recovery key. Perfect. I have that now.
07:00
Speaker 2
just recovery key from the router. Alright, thank you so much. I'm sorry ma'am. Ah, yes, ma'am. So yeah, just tap the reset password link and then it will ask us for five digits recovery key and that information can be found underneath the router. Amazing.
07:00
Speaker 1
Mhm. I did that. Okay. Yes. Okay. Yeah. Okay, why did we get here? So once you set this up and you use a router password to get in, do you have to make an email for the account to log in? Yeah. Okay.
08:00
Speaker 2
Ah, hello ma'm, so after you entered the five digits recovery key. It's going to ask you to create a new router password. And that should do it ma'm. All right. You all right So just make sure ma'm the new password meets the requirements. So then yeah, just tap login. Mhm. Yes ma'm, however, I'm going to set your expectation that link this like the remote access feature is has already been discontinued, ma'm. So So I really do apologize for that one. So moving forward, we can only manage the
08:00
Speaker 1
That makes sense. That's fine. I just want to know if I have to make an email still. Okay. Okay. Uh, yes, into the app. No, that's it. Okay. Thank you.
09:00
Speaker 2
Router locally using the Linksys app. However, rest assured, ma'am, that you can still manage the devices of yours, including the devices that are connected to the router, using the router password. No need, ma'am. No need. However, I've so I , uh, I assume you have successfully logged in into the Linksys app dashboard, correct? . All right. That's great to know, ma'am. And that should do it. Rest assured that you can now manage the router. And is there anything else that I can assist with you today? All right. So again, ma'am, I rest assured that as long as the light on the router is showing solid blue, rest assured that you are, uh, the router is online or properly working. And thank you so much again for calling Linksys, ma'am. So you have a great day. Thank you, ma'am. Bye for now. Take care.
09:00