V2 Rubric Detail — 0dcca532-6c30-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-19 22:41
Duration
28m 30s
Contact
Gina Haub
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134143
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Linksys app/Password concern
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical2.50/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall87.3% (+27.3)

V2 Grader Summary

The issue was successfully resolved when the customer reinstalled the Linksys app after a login loop. However, the agent provided the incorrect URL 'MyBrowser.info' instead of 'myrouter.info', a material technical error that contradicts documented procedures. This warrants a Not Met on T3 and reduces X3 to Partially Met due to avoidable rework. Despite this, ownership, communication, and final resolution were strong, resulting in a Successful Resolution outcome.

V1 Case Analysis

Customer locked out of MBE7000; resolved after password reset and reinstalling Linksys app. Agent provided incorrect local URL (myrouter.info).

Troubleshooting Steps
  • Collected serial number, model, and contact details.
  • Guided through password reset and recovery key entry.
  • Provided incorrect local access URL (myrouter.info for MBE7000).
  • Advised deletion and re‑installation of the Linksys app to resolve authentication issue.
Key Observations
  • Agent provided incorrect local access URL for MBE7000 — 'myrouter.info' is for SPNM series, not MBE7000 [19:00–22:00].
  • Customer struggled with password hint field; agent initially failed to clarify it could be ignored [13:00].
  • Final solution (reinstalling Linksys app) successfully resolved the login issue [25:00–26:00].
  • Agent did not correct the URL error even after customer reported access issues.
Positive Highlights
  • Collected full customer information (model, serial, name, email, phone) early in the call.
  • Identified the lockout condition and correctly initiated password reset process using recovery key.
  • Suggested practical workaround (app reinstall) that ultimately resolved the issue.
  • Confirmed resolution with the customer before ending the call.
Agent Errors / Gaps
  • Provided wrong local access URL for MBE7000 (myrouter.info instead of myrouter.local) [19:00–22:00], contradicting KB documentation.
  • Gave unclear guidance on password hint field, leading to customer confusion and repeated failed attempts [13:00].
  • Failed to recognize and correct the URL error after customer reported access issues.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'It worked. Yep. So it was just an issue with my app. Okay. I'm good now.'
R2 Met Diagnostic thoroughness conf 96%
Agent guided through password reset, recovery key, local access via myrouter.info, and app reinstallation — all relevant steps for login lockout.
R3 Met Correct resolution path conf 95%
Agent provided full troubleshooting regardless of warranty status; customer had multiple older devices but was still assisted effectively.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified symptom (login loop and lockout), asked about access method, and logically progressed from password reset to app reinstall.
T2 Partially Met Appropriate tools / resources used conf 91%
Agent incorrectly instructed 'MyBrowser.info' instead of 'myrouter.info' — a critical tool misdirection that could block access; later corrected through customer clarification.
T3 Not Met No misinformation conf 94%
Agent provided the non-existent URL 'MyBrowser.info' — a materially incorrect instruction contradicting KB documentation (correct: myrouter.info for SPNM/MX62/MBE series).
Communication
C1 Met Clear & professional language conf 95%
Agent collected customer info, set expectations ('I'll be right back'), maintained control, and closed clearly.
C2 Met Confirmed understanding conf 93%
Agent used plain language, confirmed name spelling, repeated instructions, and adapted to customer’s confusion about the URL.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end without transfer or deflection, stayed on the line during troubleshooting.
O2 Met Proactive follow-through conf 94%
Agent gave clear next step: delete and reinstall the app — which the customer executed successfully.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed repeated empathy: 'Thank you so much for your patience' and apologized for being on mute.
X2 Met Tone & rapport conf 94%
Agent adjusted pace, repeated URL letter-by-letter, and stayed engaged despite technical hiccups.
X3 Partially Met Overall experience conf 89%
Agent initially increased customer effort by giving wrong URL ('MyBrowser.info'), requiring re-clarification; later reduced effort by suggesting simple app reinstall.
Call Transcript26 turns · 36 lines
Speaker 1
[silence] Welcome to Linux support. [silence]
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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. I'm
00:00
Speaker 1
yes. yes, I am trying to add a device to my link list router and I do not, I cannot log in to it. It says it's been lock. Did you get what you're looking for? Yes, the serial number is A10241E21978 and the model number, MBE7000. [silence]
06:00
Speaker 2
Got it. Can you give me the serial number and model number of your Linksys router? Thank you. What's the model number? All right, can you give me, I mean, can you tell me your first name and last name so I can create a record for you. [silence]
06:00
Speaker 1
Gina Haub. Yes, and the last name, paub, H-A-U-B. Yes. I believe you guys have H-A-U-B Davidson at yahoo.com. Optimum? zero seven zero six. Okay.
07:00
Speaker 2
Did you say Gina like G-I-N-A? H-A-U-B. Thank you. What's your email address? Can I ask for your um I mean who's your internet provider? Opti Monique m. Thank you. and your phone number is 5805 400 706 correct. Ah, okay. Thank you so much. Give me five minutes. I mean, just three minutes. I'll be right back. Okay. I'm just a tick it.
07:00
Speaker 1
Oh, good Lord. One, two, three. I have about seven. I mean, some of mine are older and they're not under, um, warranty anymore and that's fine. I know how to manage them. Yeah.
09:00
Speaker 2
Thank you so much for your patiently writing. So how many links this rather do you have in total? Seven and understand it. Is the internet working right now or your problem with
09:00
Speaker 1
I do not, I do not have a problem with the internet, but I may have figured out my other issues. So I was not able to log into it, but I did a reset password and I may have fixed my own problem. But I'm not sure because it said it was locked. And it said I had too many failed attempts. Well, I haven't tried to do anything like that, just nobody, just me or what, so, but it says getting, okay, nope, I don't think it's going to work. Can you guys get to it? Yeah. Oh, you can't, okay. Let me, I'm going to try this password one more time. It says getting router settings. I tried to reset the Transcribe this audio from the left channel.
10:00
Speaker 2
Can the downloaded the network working internet working? You mean remotely? No, we cannot do that. [silence]
10:00
Speaker 1
you reset the password, I was successful in resetting the password, but now I'm trying to log into the link sys. The internet is working because I can get onto my Optimum system. The light is white on this link sys, but it will not log into it. It just pops me back to a um, login screen. And then if I just type- try to type in the router password, it says access lock too many failed attempts to log in. Yes. about that. Yes, greeting? Yes, okay.
11:00
Speaker 2
Okay, so when you try email, it just prompts you back to the login page, correct? But when you try router password, it tells you, it's locked. So many attempts. Okay, can we go back to router password? Okay, reset password and then enter the recovery key.
11:00
Speaker 1
All right, I did. Now it's sending me back to create a new password. And I'm trying it. Your hint can't contain a-- You're kidding me. That is not my hint. Oh, that's crazy. Well, for the love -- it doesn't like my password. Oh, no. Cancel. your hint can contain the password I don't even have a hint oh oh I see oh oh oh oh okay let me go back and put a password in your password can't have the same character twice in a row oh for the
12:00
Speaker 2
Oh, the second box is a hint, so you can ignore that one, disregard that.
13:00
Speaker 1
Getting router settings. Okay, that may be all I needed to do. Let me see. [silence] Oh, for the last. I know that's not the [silence] Let me try to reset the password again. Recovery G. It still says it's setting router settings, so I'm letting it try to come up. And popped me right back to log in. So it's, I will try it again. [HUMAN_REVIEW] [silence] it takes me right back to the login. And what I'm doing is I'm typing in the router password that I just put in there. And it I type it in and it does the little spin, and then it sends me right back to the login screen. You there? [silence] Yeah, let me get my iPad. Do I have? Okay, I'm there. It has, I have a cell phone coverage on my, I can turn it off. Do you want me to turn it off or on? Okay, turn, so turn the, turn it off so that I do not connect to the Q to the got it. I'm connected to my other Wi-Fi. Yeah, I'm not connected to the Linksys Wi-Fi. Okay, got it. All right. Got it. It is connected now.
14:00
Speaker 2
Uh, turn it off. I didn't know. Your links is Wi-Fi, correct? Uh, connect to your links is Wi-Fi. All right. Open Google. [silence] Open Google Chrome or Safari browser. MyBrowser.info. That sounds new. It's not, it's not asking for recovery or password. Okay. One second. Did you say my breath is good, or bad?
18:00
Speaker 1
Yeah, is that what you said? M-Y-B-R-O-W-S-E-R dot I-N-F, okay, you cut out again, tell me tell me the letters again M-Y-B-R-O-W-S-E-R, my router, okay, my router. [silence] How long does it take to come up? [silence] Moly router.info. All right, I got the link to this page up. [silence] Yes. Access router. Okay.
21:00
Speaker 2
It should be... Wait. Is it still loading? Okay. What is it asking you to... Is it asking you to enter password or what do you see? Click Reset Password Get the recovery key at the bottom of the unit the router.
22:00
Speaker 1
It just says waiting. Choose a password that is secure and easy to remember. Upper and lower case letters one number. At least 10 characters. All right. I'm there. [silence] [music] I'm connected now. Yeah, I'm connected now. Okay. Nope, it pops me right back to the login screen on my cell phone. I'm in it on my, let me see if I'm connected to it.
23:00
Speaker 2
You can log in. Okay. Back to your linksys app and try the password, but log in using the router password. That's really weird.
24:00
Speaker 1
on my, yeah, I'm connected but the Keychain is on my cell phone. But I am connected on my laptop. Yeah, the E-linkee-K's app is the one that's just bouncing me back to the login screen. Nope, but I sure can delete. E-linkee-K smart Wi-Fi, the dark one. Yeah, I'm down, I'm re-downloading it. open
25:00
Speaker 2
alright, are you okay with that or you want to use the app to link this up? Have you tried deleting the app and then installing it? Let's do that. Just link sense. Okay.
25:00
Speaker 1
Allow links to find devices on local network. And I usually don't allow. So I go to router password. I'm going to type in that new password that I just put in there. So I'm on the login screen. I'm under the router password. I typed in the new password. I'm going to verify that it's the correct password and I click login. And it says getting router settings. Oh, it worked. Yep. So it was just an issue with my app. Okay. Okay, all right. It's working now. So I can, I know how to add new nodes. [silence] I'm gonna click more. and then I'm gonna click and that's where I can click and add a node. So I had done it by giving it an old name. I grabbed an old name. [silence] I put in my computer's previous name. [silence] I'm gonna get rid of it now. [silence] So if we see a node has the same name as your own PC, then it will not work. [silence] So it's a bit of a challenge for setting up the no modules at first. [silence] Yeah, although the details and setup guide are pretty thorough, but still, I recommend the effort. [silence] [silence] Okay, so I will get back to working because I gotta start working now.
26:00
Speaker 2
it work now probably it's the old version not really sure though but for possibly okay great and i think No other questions. Any mean. Okay. Ambitious. 2018. I'm really sorry, I didn't notice I was on but again,
26:00
Speaker 1
Okay. okay. All right. I will try try to connect them and see if they work. I'm good now. It was just an app issue. Thank you very much All right bye bye. Thank you.
28:00
Speaker 2
Again. But I was actually talking. So yeah, this old notes, WHW03, should still work. Maybe it can go up to a year or two or three. Okay. Well, thank you so much for your patience with this. Have a good one. Take care. Very much welcome. Thank you.
28:00