V2 Rubric Detail — 0eabc612-73e8-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 18:26
Duration
5m 54s
Contact
Jamie Londono
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00135201
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5500_unable to login via email using LSWF app or the web ui

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall19.7% (-36.3)

V2 Grader Summary

The agent failed to resolve the customer's two-step verification login issue, provided factually incorrect information about the discontinuation of linksyssmartwifi.com, gave minimal and unrelated troubleshooting, showed no ownership or empathy, and did not escalate when needed. Consequently, the call ended without a solution or clear next steps.

V1 Case Analysis

Customer unable to receive 2FA code after phone change. Agent incorrectly stated linksyssmartwifi.com is discontinued and gave no valid recovery steps. Issue unresolved.

Troubleshooting Steps
  • Asked for serial number and email (not obtained)
  • Suggested power-cycling the router
  • Directed customer to local router URLs (myrouter.local / 192.168.1.1)
  • Provided vague location of recovery key on parent node
Key Observations
  • Agent made a factually incorrect claim at [03:00] that 'Linksys smart Wifi.com is already discontinued' — directly contradicted by linksys_cloud_account.md which confirms ongoing support and remote access via https://linksyssmartwifi.com.
  • Agent incorrectly stated firmware cannot be updated due to discontinued service — contradicted by universal_firmware_update.md which confirms auto-updates are active and supported.
  • Agent failed to guide customer through the correct recovery process: updating phone number for two-step verification, using 'Forgot password' flow, or logging in remotely to change admin password.
  • Agent provided local access URLs (myrouter.local / 192.168.1.1) which are irrelevant to cloud account recovery — misalignment with issue type.
  • Agent did not collect serial number, email, or confirm model despite asking — critical protocol failure for troubleshooting.
Positive Highlights
  • Agent attempted a basic troubleshooting step by suggesting a power cycle at [04:00].
  • Agent maintained a polite tone and closed the call professionally.
Agent Errors / Gaps
  • Incorrectly claimed at [03:00] that the Linksys Smart Wi-Fi cloud service (linksyssmartwifi.com) is discontinued.
  • Falsely stated that firmware cannot be updated due to discontinued service.
  • Provided local router access URLs (myrouter.local / 192.168.1.1) as a solution to a cloud account login issue, which is technically irrelevant.
  • Failed to explain how to update the phone number for two-step verification or use the 'Forgot password' flow at linksyssmartwifi.com.
  • Did not collect essential information (serial number, email) despite asking for it.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the login/authentication issue or updated the phone number; customer remained unable to access account due to outdated phone number.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested power cycling and using local access (myrouter.local), which are valid troubleshooting steps, but failed to guide through password reset or account recovery flows.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly claimed linksyssmartwifi.com is discontinued, leading to wrong resolution path; this is factually false per KB, which confirms it remains active for cloud login and remote management.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify the core symptom (two-step verification failure) and did not ask diagnostic questions about the account or recovery options, instead jumping to incorrect claims about the portal's existence.
T2 Not Met Appropriate tools / resources used conf 94%
No use of account lookup or recovery tools despite a clear need to update a phone number for 2FA; agent should have directed the customer to the password reset/recovery flow in linksys_cloud_account.md.
T3 Not Met No misinformation conf 98%
Agent stated 'we actually already discontinued our Linksys smart Wifi.com', which is directly contradicted by linksys_cloud_account.md. Additionally, the agent claimed this discontinuation prevents firmware updates, which is unsupported as firmware updates are handled automatically or via local admin interfaces.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but responses were disjointed and overly reliant on scripts; failed to frame interaction or manage transitions effectively.
C2 Partially Met Confirmed understanding conf 87%
Agent used some accessible language but failed to confirm understanding, adapt to customer’s urgency, or simplify technical concepts like cloud vs local access.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent did not take ownership — offered generic advice without follow-through, failed to resolve account-level issue, and closed call prematurely.
O2 Partially Met Proactive follow-through conf 89%
Agent provided one next step (power cycle and try myrouter.local), but no timeline, no follow-up plan, and no escalation path despite unresolved account lockout.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Account login issue with two-step verification failure is a known case for escalation or account support; agent failed to recognize trigger and did not escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite but showed no active empathy; did not acknowledge frustration, repeated login failures, or stress over account access.
X2 Partially Met Tone & rapport conf 86%
Agent responded to inputs but remained scripted; pace did not adjust to customer’s growing confusion or urgency, though engagement was maintained.
X3 Not Met Overall experience conf 91%
Customer had to repeat name and device details; agent asked for serial number after customer already described devices, increasing effort unnecessarily.
Call Transcript12 turns · 12 lines
Speaker 1
Yes, hi. Hey, I have a, I've been having trouble logging into my account. I changed my phone number recently and it's sending an authentication code to my old phone number. I was hoping you could help me update my phone.
00:00
Speaker 2
Welcome to linksys. To ensure quality service, your call may be monitored and recorded. 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 product, paid support may be available. 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 how can I help?
00:00
Speaker 1
Can I give you my username and my password? so[silence]
01:00
Speaker 2
yeah let's double check that one first sir what's what's the serial number of your Linksys router uh let me yeah yeah I can double check sure using email let me can I what's the email uh thank you so much you let me just double check that one here are you trying sir to log in using the email and password right good
01:00
Speaker 1
ap to my old phone number like as a second authentication. I have tried both. So right now, I have my app in my phone, so I've been trying to do that, but it's the same issue on both. Jamie Londono. Jamie, J-A-I-M-E. Last name is Londono, like London, the city, with an O at the end. Londono
02:00
Speaker 2
are you see the are you using sir um E links are you trying to log in using the links app or to the web interface like the web browser okay because for this one sir um what's the what's the first name and last name sir? sorry sir um come again what's the first name? okay sir thanks so much so base here sir on your accoun
02:00
Speaker 1
yes i'm using the newest version as the main router like the most yes that one [silence]
03:00
Speaker 2
MX: 5,500, you also have the WHW-0-4-711. What's your main router? Are you using the main router MX: 5,500 or the WHW-0-4-711? The MX. Okay. Because with this one, sir, if you're trying to log in using the Linksys app or the web interface using your email, with that one, we actually already discontinued our Linksys smart Wifi.com, which is actually associated with our cloud server. So you may unable to log in using your email even if it's trying to send you an authentication. So we are we no longer have an option to update the firmware of the firmware because Linksys smart Wifi.com is already discontinued. So that is the only option wherein you cannot update the firmware of your current router.
03:00
Speaker 1
So how do I log into the app? [silence] I tried, [silence] yeah. [silence] When I'm at home, I've been trying to do that, but it keeps thinking, thinking, thinking, it never, it never connects. I was wondering. So restart this? OK, I'll give it a try. I'll give it a try.
04:00
Speaker 2
Okay. Well, have you tried sir to turn off the linksys Router and then turn it back on? or power cycle the linksys Router. Restart, yes. Okay. So, okay. So you can aside from the linksys app sir, you have to go to my router.local or 192.168.1.1.
04:00
Speaker 1
Okay, where do I find the recovery key? Oh, the main note. Oh, okay. Okay, you got it. Alright, I'll give it a try. Thank you very much. Perfect. Thank you. You too, bye.
05:00
Speaker 2
I'm at the bottom... sir, of the parent node or domain node that's connected to your internet service provider. Ah, okay. All right. If anything else, you can just give us a call, okay? You're welcome, sir. Have a good day. Take care. Thank you, sir. bye bye [silence]
05:00