V2 Rubric Detail — 184b68f4-8161-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 21:55
Duration
30m 55s
Contact
937-329-4422
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00137552
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: MX2000_update email account associated on the LSWF app

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall3.7/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall90.4% (+16.4)

V2 Grader Summary

The agent accurately diagnosed the email-change limitation on the MX2000 and provided technically correct options (factory reset or recovery key), but the customer declined to proceed, leaving the core issue unresolved. The interaction demonstrated strong ownership, clear communication, and professionalism, but lacked a concrete follow-up commitment, resulting in Partial Resolution.

V1 Case Analysis

Customer requested email change for MX2000. Agent advised that email can only be changed by performing a factory reset and re-setup, and provided router-password reset instructions using the 5-digit recovery key.

Troubleshooting Steps
  • Verified product model (MX2000) and serial number.
  • Confirmed the email currently associated with the account.
  • Explained that email cannot be changed via the app; only a factory reset will allow a new email to be used.
  • Provided router-password reset instructions using the 5-digit recovery key.
Key Observations
  • Agent correctly identified that the email address cannot be changed without a factory reset.
  • Customer supplied serial number and confirmed current email address.
  • Call ended without confirming whether the customer will actually perform the reset.
  • Agent accurately described the recovery key method for resetting the router password without full reset (per universal_password_login.md).
Positive Highlights
  • Accurate technical guidance on router password recovery using the 5-digit key (aligned with KB).
  • Clear verification of model and serial number early in the call.
  • Polite and professional closing.
  • Correctly explained that email change requires factory reset and re-setup (standard behavior for Linksys cloud accounts).
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 98%
Agent correctly explained that changing the email requires a factory reset or recovery key, but the customer did not complete either action during the call.
R2 Met Diagnostic thoroughness conf 97%
Agent verified model (MX2000), serial number, and current email, then identified valid paths: factory reset to change email or recovery key to reset password without full reset.
R3 Met Correct resolution path conf 96%
Agent selected appropriate resolution path based on product capability: no direct email change possible, so offered factory reset or recovery key method, both valid per KB without misusing warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified core symptom (customer locked out due to external email reliance), asked diagnostic details (serial, model, current email), and logically concluded root cause is account ownership tied to external email.
T2 Met Appropriate tools / resources used conf 95%
No remote tools or logs were required; issue was account/access management, resolvable through known procedures (recovery key or reset). Agent used KB knowledge appropriately.
T3 Met No misinformation conf 98%
Agent accurately stated email cannot be changed without factory reset and correctly described recovery key process for password reset, consistent with universal_password_login.md.
Communication
C1 Met Clear & professional language conf 96%
Agent opened professionally, gathered information, explained options clearly, created a case ticket, and closed with appropriate sign-off. Call remained structured and controlled.
C2 Met Confirmed understanding conf 95%
Agent used accessible language, avoided jargon, confirmed understanding ('That's correct, sir'), and adapted to customer's pacing and interruptions without losing clarity.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent took full ownership: handled inquiry end-to-end, created case ticket, did not transfer, and remained engaged until customer indicated independent action.
O2 Partially Met Proactive follow-through conf 93%
Agent explained required actions (factory reset or recovery key) but did not establish specific follow-up timeline or commit to callback. Customer ended call without confirmation of completion.
O3 Not Applicable Closure confirmation conf 100%
This was a first contact with no prior history referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was needed or performed. Issue was within L1 scope and addressed appropriately without requiring escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation process is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent remained courteous, used empathetic phrases ('appreciate it', 'you're welcome'), acknowledged customer effort, and maintained professionalism despite uncertainty and interruptions.
X2 Met Tone & rapport conf 95%
Agent matched customer's conversational pace, allowed pauses, responded promptly, and maintained engagement without rushing or disengaging during silences or delays.
X3 Met Overall experience conf 96%
Agent avoided unnecessary repetition, used provided information (serial, email), and offered direct solutions without adding procedural friction or redundant steps.
Call Transcript17 turns · 17 lines
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.
00:00
Speaker 1
[KEEP_UNCERTAIN] This message has been transcribed. One moment while I notify... Yeah. One second. Sorry, I'm trying to get a picture of the bottom of this router, so I have to keep coming back here. All right. So, I have a mesh router system and we use my little brother's email to log in, and that was like from a long time ago when he used to live with me. I had him set it up and he put his email on there. Anyways, so he got me logged in and everything is worked.
23:00
Speaker 2
Thank you for calling Linksys. This is Elle, how can I help? Hello this is Elle from Linksys Technical support. How can I help?
23:00
Speaker 1
thing, so I'm hoping there's just an easy way I can swap emails like if you guys can like, send him a verification email or something like that. And then I can just tell Tell him. Yes. Mm-hmm. Yeah, one second. The serial number So there's three of them. But the one on this is five. Zero. D as in Delta, one, zero. M as in Many.
24:00
Speaker 2
so you're trying to update sir the email address associated on the linksys router okay can you provide me sir the serial number of your linksys let me double check
24:00
Speaker 1
2, 7, C, A, T, 0, 9, 2, 5, 2. I think it's right there inside the router. Yeah, I believe so. It doesn't say on the bottom there, but that sounds right. [silence]
25:00
Speaker 2
Thank you. So much. Let me just double check that one. This one is the MX 2000 rate for the model number? Okay. Okay. And can you verify sir, the email that is associated on this one?
25:00
Speaker 1
too. Hang on. I think it's Joseph.P.Luker@gmail.com, so I need to double-check if that's not right. Is that correct? You're doing okay. Yeah. [silence]
26:00
Speaker 2
That's correct, sir. However, you want to update the email associated on the MX2000, right? With your own email so every authentication will be sent to your email, right? Okay. As for this one, sir, we actually don't have a way to update it on to the Linksys app. The only way that you can associate it, sir, with a different email is that you have to have a full factory reset
26:00
Speaker 1
Mean okay all right appreciate it. I'm so I'm actually that's a new issue. I'm on my network and I've tried using the password I used to get into the app and that didn't work and then I used the one that has the internet connection into it. I used the password and that didn't work.
27:00
Speaker 2
[silence] to a reset of the Linksys node or the Linksys router. And then set it up with a new email. Okay. But also say if we can, we can actually just log in using the router password without logging into the email, so you have always those options to log in as well from the email. [silence] Okay. Usually say the router password is the password that you set up.
27:00
Speaker 1
Bereits, oh okay, it won't reset everything else. Okay. Yeah, the recovery. Yeah, I see that at the bottom. Let's see here. Was B.
28:00
Speaker 2
for when you first time installed the LinkSys node, the MX 2000 because it will ask you to create your own Wi-Fi name during the setup, after it, it will ask you to create your own router password, If you didn't know the router password, you always have an option to reset without totally resetting the LinkSys router. So it will ask you only for a five digit key where you have at the bottom of your LinkSys, and then you can create your router password then. Yeah, it won't reset everything, sir, it will only ask you to reset the router password, but first, it will ask you to enter the five digit recovery key.
28:00
Speaker 1
wondering what that is for I was trying to get this thing set up over the weekend and I was about to call you uhrito all the fill the password let's not do that see here Devin DEVIN Lueker L U K E R. Okay, cool. Yep That's fine.
29:00
Speaker 2
And let me create a case ticket for some for documentation purposes. What's your first name and last name? First name is D E V I N. Okay. And the email, we can use the email that is associated with this Lynx Seas router? The one that you verified earlier? Okay.
29:00
Speaker 1
I already did it. So I'm good to go. No, I think that was it. So I guess I'll just have it sent to mail rule or something. I don't know. I'll figure it out. I appreciate it. All right. Sounds good. Thank you. [silence]
30:00
Speaker 2
ah alright so um yeah what's your other concerns for the linksys aside from the router uh password uh would you like to reset the router password while we're on call you already did it okay ah okay okay you're welcome sir if anything else if you have any additional concerns or questions just feel free to give us a call we are open up until 11 p.m eastern time okay you're welcome sir have a good day now sir you take care
30:00