V2 Rubric Detail — 163d9e2a-5f87-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 20:02
Duration
11m 39s
Contact
Chris Webster
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132116
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration of the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall77.6% (+21.6)

V2 Grader Summary

The agent correctly diagnosed the admin login issue and out-of-warranty status, provided accurate technical information, and committed to sending setup guidance. However, the core issue of unpaired child nodes was not resolved during the call, though a valid path forward was offered. This constitutes a partial resolution rather than full or unresolved, as meaningful progress was made and ownership maintained.

V1 Case Analysis

Customer unable to log in after reset; child nodes blinking red. Agent gave incorrect default password ('admin') and misspelled support URL; promised KB articles without guiding pairing steps.

Troubleshooting Steps
  • Provided local admin URL (myrouter.local)
  • Incorrectly stated default admin password as 'admin'
  • Collected name, email, and serial number (misheard)
  • Confirmed out-of-warranty status
  • Offered self-service via support.linksys.com or paid support
  • Promised to email setup articles
Key Observations
  • Agent gave factually incorrect default admin password for MX4200 (stated 'admin' at [03:00]; KB states default is Wi-Fi password).
  • Misspelled official support URL as 'support.Lincess.com' at [11:00], which is a critical accuracy and security risk.
  • Failed to provide any actionable steps for blinking-red child nodes despite customer asking directly at [05:00].
  • Serial number was misheard and not verified, indicating poor data collection discipline.
Positive Highlights
  • Correctly identified out-of-warranty status and communicated it clearly.
  • Provided correct local admin URL 'myrouter.local' for local access.
  • Collected customer name and email for follow-up.
Agent Errors / Gaps
  • Incorrect default admin password for MX4200 (stated 'admin' at [03:00]; correct default is Wi-Fi password per KB).
  • Misspelled support website URL as 'support.Lincess.com' at [11:00], which contradicts KB and poses a security risk.
  • Failed to provide node-pairing instructions for blinking-red child nodes after customer explicitly asked at [05:00].
  • Misheard and did not verify serial number (transcribed incorrectly).
  • Did not confirm product model before giving technical advice.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent identified the issue (child nodes blinking red) and offered a path forward by promising to email setup instructions, but did not confirm resolution or guide the customer through the actual pairing steps.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent confirmed the default password and recognized red blinking indicates unpaired nodes, but did not guide the customer through pairing steps or verify connectivity; instead deferred to self-help materials.
R3 Met Correct resolution path conf 98%
Agent correctly identified the device was out of warranty and offered appropriate options: self-service resources or paid support — aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent correctly interpreted red blinking as 'not connected to parent' and acknowledged the need to re-pair nodes, but did not ask diagnostic questions about node placement, power, or prior configuration.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal systems to verify serial number and warranty status — appropriate and necessary for determining support path.
T3 Met No misinformation conf 97%
Agent accurately stated default password is 'admin' post-reset and correctly explained that blinking red means nodes are unpaired — both factually correct per KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control and confirmed customer details, but multiple silences and lack of structured troubleshooting flow disrupted call momentum.
C2 Met Confirmed understanding conf 94%
Agent used accessible language, repeated back email for confirmation, and avoided technical jargon — effectively adapting to customer level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, collected required info, and committed to email support documentation without transferring.
O2 Met Proactive follow-through conf 95%
Agent clearly stated next step: 'I’ll just email you the information' and verified the email address — setting clear expectations.
O3 Not Applicable Closure confirmation conf 100%
This was the 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 within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Met Customer effort minimised conf 91%
Agent apologized for discontinued app functionality and remained courteous throughout; acknowledged customer effort in resetting and attempting access.
X2 Met Tone & rapport conf 93%
Agent matched customer’s pace, allowed time for note-taking, and maintained a calm, supportive tone despite technical limitations.
X3 Partially Met Overall experience conf 90%
Agent reduced some effort by offering to email instructions, but could have further reduced effort by walking through the 5-press method or web UI node addition.
Call Transcript22 turns · 23 lines
Speaker 1
Chris Webster on the line. I have a Blinksys Mesh MX 4 200 Wireless router.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitor. 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, paid support may be avail. Please have your devices 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 Bara. How can I help you?
00:00
Speaker 1
Because my other wind died. So when I connected the modem and got it connected to the backbone, I then attempted to um reconnect the router to the modem and I i i hit the reset button and I finally got it. I got the parent unit to connect. But then of course uh it it has a weird name like develop something or other and I want to read neatly rename the network, but that's not the core problem. I went into the linksys app on my phone and uh it asked for a password and I looked on my spreadsheet. I thought I had the right password, but I don't. So then I hit the reset password link on your web page. And it redirected me to a page that just just showed me a bunch of gibberish. All rights reserved, links, this incorporated, nothing didn't fill out any of this. I hit the block. I don't have a hero in equipment. Oh my Oh my okay well how yeah All right hold on I got to write that down cuz I I need to manage the router password and I need to manage the uh uh the number um um so I can log in okay got it thanks hold on no actually I don't I'm keeping that.
01:00
Speaker 2
Okay. Alright. So you're having issues with the Linksys app. Yes. So just to set your expectations here on. Just to inform you ahead that the Linksys smart Wi-Fi remote access website has been discontinued. So that's the reason why you're having issues with resetting the password. Yes. However, your router and internet connection will still continue to work normally. Okay? You can still manage your router settings locally by accessing myrouter.local or myrouter.info. Okay? So.
02:00
Speaker 1
Sure. Number of other network administration things because I've got a new modem and of course that changes a lot of things around. so, what's the name of the URL you want me to go to to control this thing? Okay. Yes. my router. Okay, my router all rung together. Okay. local. And that will ask me for what, the serial number or the MAC address or something like that of the router. Ah.
03:00
Speaker 2
yes understand wanted to change some settings yes yes that would be HTTP HTTPS my router dot local yes my router dot local yes that is correct it it will ask for the router password now since you reset the router by default it is admin ADMIN admin all lowercase and you should be able to get it through the router
03:00
Speaker 1
okay, yeah, I I use uh I I use uh the edge for this uh so there's no app anymore, I go to myrouter.local and the password since I reset the to router with the reset button is now admin lowercase
04:00
Speaker 2
Yeah Settings. Yes. That's by the use of the browser, okay? You can use Google Chrome or either Microsoft Edge if you accessed that page. Yeah. Yeah. Yes, actually you can still use the app, but you can're only accessed, there's an option there on the app to access it locally. Okay? But since right now you're having access below y you should have an option local access. So, you cannot, you can't access it remotely or something like that. Yes, I think that if your account, your links, a M
04:00
Speaker 1
Correct. Hmm. Okay. So, the best thing for me to do is go to myrouter.local, type in the password, and then I can administer this network from that URL? Yeah. Um, I have, I have, I have a, a parent and, and three child nodes in the house. Um, and they're all still blinking red. I can't figure out how to get them reset. So, I don't know what to do there. Maybe that's something you can help me with. They're all blinking red. All, so, yeah, go ahead.
05:00
Speaker 2
Yes. Yes, sir. That is right. You can change the Wi- Fi settings from there. You can configure the router from there. You can even add the wireless nodes or your child nodes. [silence] Yes. [silence] Sure. [silence] Yeah. If they're blinking red, that means they're not connected to the parent node. So you need to pair them back. You need to add them back. By the way, sir, I'm sorry, I wasn't able to get your [silence]
05:00
Speaker 1
Chris Webster. Uh Chris Webster. No, C-H-R-I-S. so now how do I what again say my email address? Okay, Webster dot C-W at Outlook dot com. Yep, sure. You really pull it down off the shelf here, stand by? Okay.
06:00
Speaker 2
got your name please Chris uh, okay and your email address? uh, yes sir Okay, that's Webster C. for Paul Sarah W for Deborah. for whiskey at outlook.com. Can I also have the serial number of your MX 4200 device or? Sure, thank you.
06:00
Speaker 1
let's see here. name, password, recovery key, serial number. 38 uniform, 1-0-mike, 3-9 alpha, 1-7461. uh yeah, the characters are small but I leave I believe I read it correctly. Oh, quite a while. I bought it when the.
07:00
Speaker 2
Okay. That's 3824 uniform 10 and for Mary, 39A for Apple, 17461, correct? Okay, so let me just check the serial number here in our system. How long have you been using this device?
07:00
Speaker 1
The MAX 4200 was uh sort of a new model so it's been four or five years anyway, maybe a little bit longer.
08:00
Speaker 2
yes and yeah we apologize for that sir is a actually um they the you know uh technology is changing so i think they're planning something yeah okay yes by the way um sir upon checking here in our system okay, uh your device this MX4200 is
08:00
Speaker 1
Oh, I know that. Yeah. Oh. You understood why [ silence ]
09:00
Speaker 2
Already out of warranty. Uh, OK. The warranty period is actually, yes, good for three years from date of purchase. However, we can give you two options for this, sir. Chris. OK. Um, It's either you can go for our website, which is support.linksys.com. You can find their articles and how to set this, uh, MX4200. cuz right now year you really need to reconfigure the settings. Um, I understand that you're online right now. So you just need to reconfigure the wireless settings and add the nodes. So you can find the article there, and I can also email you, uh, some articles or, uh, some instructional videos on how to add the child nodes. And, uh, Yeah, that's the first option. The second option is our paid Connect service, which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment, uh, lasting for [REDACTED_PAYMENT_DIGITS] minutes. So that service is actually non-refundable, sir. So, [silence]
09:00
Speaker 1
[audio break] you just email me the relevant literature on setting up the child nodes, I have the parent node set up all I have to do is rename the network and add another password and then once I've done that then I'll use the literature to determine how to clone that process for the child nodes, a parent and three [a parent] plus three. I'm sorry. Ah, I use Hawks. I do.
10:00
Speaker 2
like a stickers, it's okay. Yes. Yes. By the way, how many notes do you have in total? So three in total. Oh, okay. Okay. All right. So four in total. Okay. Yes, and who is your internet provider, Sir Chris? Oh, you have Cox right now. Okay. Okay. All right. So, yes, I'll just email you the information, Sir Chris, and let me verify that email address again. That's Webster. W-E-B-S-T-E-R [silence]
10:00
Speaker 1
That's correct. All right. Thank you very much. And I'll look for I'll look for I'll look for your traffic. Thank you very, very much. Likewise. Bye bye.
11:00
Speaker 2
er.r.cwf outlook.com. Okay. All right. So, you can also refer to our website. Support.Lincess.com. Okay? Okay, then. Thank you so much for your time. Okay. No worries. Thank you so much for your time. So, this is Epi from Lincess. Thank you again for calling. Have a great day. Take care. Bye bye.
11:00