V2 Rubric Detail — 1d483b9a-749e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 16:09
Duration
11m 20s
Contact
Hermenez
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00135345
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Password Issue_LN1100
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall51.5% (-4.5)

V2 Grader Summary

The agent provided a technically valid factory reset instruction for the LN1100, but failed to mention the non-destructive 5-digit recovery key method available for this model per the KB. While ownership was demonstrated, the call ended without confirming if the customer successfully regained access. No escalation was warranted, but resolution was not confirmed.

V1 Case Analysis

Customer unable to access router via app and forgot Wi-Fi/admin password. Agent advised factory reset (20-sec hold) and use default credentials. No verification of login success or recovery key option provided.

Troubleshooting Steps
  • Identified model as LN1100 based on customer description.
  • Advised to hold reset button for ~20 seconds to factory reset.
  • Instructed to use default Wi-Fi name and password from router label.
Key Observations
  • Agent failed to suggest the 5-digit recovery key method, which preserves settings and is the preferred non-destructive recovery for LN1100 (per linksys_now_login_admin.md).
  • Reset duration of 20 seconds exceeds the 15-second recommendation for LN1100 in KB (universal_factory_reset.md).
  • No verification of successful login or app functionality after reset instructions.
  • Customer expressed confusion and frustration; agent did not acknowledge or slow down instructions.
Positive Highlights
  • Correctly identified the solid white LED as an online status [02:00].
  • Collected customer contact information (email, phone) [05:00–06:00].
  • Provided a clear instruction to use default credentials after reset.
Agent Errors / Gaps
  • Provided incorrect reset duration: 20 seconds (transcript [04:00]) vs. 15 seconds recommended for LN1100 in KB (universal_factory_reset.md).
  • Failed to suggest the 5-digit recovery key method for password reset, which is non-destructive and preferred over factory reset (per linksys_now_login_admin.md).
  • Did not verify whether the customer successfully logged in or accessed the router after reset.
  • Did not create or reference a HappyFox case number.
  • Lacked empathy and did not acknowledge customer frustration or confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the password was recovered or the router was successfully set up; call ended without resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified core symptoms (app not detecting router, forgotten password) and asked for model, serial, light status, and connectivity — but did not explore non-destructive recovery options or verify login attempts.
R3 Partially Met Correct resolution path conf 85%
Factory reset is a valid last-resort path for password recovery on LN1100, but agent failed to mention the non-destructive 5-digit recovery key method available on Cognitive Mesh models like LN1100 per KB.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent asked relevant questions (model, serial, light, WiFi connection) and inferred the need for reset, but did not distinguish between admin and WiFi passwords or probe for recovery key use.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (remote session, logs) were needed or available; agent used basic diagnostic info (light state, model) appropriately for a simple setup issue.
T3 Partially Met No misinformation conf 90%
Instruction to hold reset 20 seconds is correct, but agent omitted the non-destructive password recovery via 5-digit key available for LN1100 (Cognitive Mesh) per universal_password_login.md and linksys_now_login_admin.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent collected necessary info and gave a clear action step, but lacked framing, summary, or smooth transitions; call flow was reactive, not guided.
C2 Partially Met Confirmed understanding conf 80%
Language was simple and accessible, but agent did not confirm understanding, used filler ('thank you so much' x5), and repeated unclear prompts.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, gathered required data, provided a resolution path, and did not transfer — demonstrated ownership throughout.
O2 Partially Met Proactive follow-through conf 85%
Agent gave one clear next step (hold reset 20 seconds), but did not set expectations for duration, success indicators, or offer follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted — issue was within L1 scope and agent provided a valid (if suboptimal) resolution path.
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 85%
Agent did not use explicit empathy statements, but remained polite and patient despite customer confusion and fragmented speech.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a calm, neutral tone and repeated instructions when needed, but did not adjust pacing or check comprehension proactively.
X3 Partially Met Overall experience conf 85%
Agent asked for model, serial, and contact info once and used it — avoided unnecessary repetition, though could have streamlined data collection.
Call Transcript20 turns · 21 lines
Speaker 1
Hold on. I will go to Puget Sound. Yes, my love. My name is Sandra Jimenez. I just got the device from you guys. It's called Bellamicro seat mesh system and I
00:00
Speaker 2
welcome the links 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.linkss.com. please have your device serial number ready for assistance press one now for out of warranty products paid support may be available please have your device 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 Hi, thank you for calling Likes. My name is Ben, having help today.
00:00
Speaker 1
used installed and so that and I would like to know if it's possible you guys can help me with that because I I did everything I supposed to I did everything I supposed to and I would like to know if it's possible you can help me to set up again back 'cause I did everything but I still don't send media signal. I cannot connect it. I need to know how why can't reset the password. this thing does not recognize the app. I tried to use the app but it says it's not router like it's not there. do you understand me now? Yes, it's going to be L and S and Larry, L and S and Nancy, 1, 1, 00. And then in the back at the bottom it said B
01:00
Speaker 2
I'm sorry, what's possible? [silence] Specifically which password? [silence] Um, is it for the app? Can you provide me the model number? [silence] Can you provide me the model number underneath the router? Mhm. Mhm. Thank you so much.
01:00
Speaker 1
I'm trying to the Wi-Fi password. No, it says no router. It's why right now. And I tried to do the password, but it's like it was connected, and now it's not connected.
02:00
Speaker 2
All right. Thank you so much. You mentioned you want to reset the password. Which password were you trying to reset? Is it like WiFi password or... All right. And to clarify, you tried using the app, but the app cannot detect the router? Thank you so much for that one. And what's the light on your Linksys router as well? Solid white. Thank you. Are you also connected to its WiFi name right now? All right. Mhm. So do you have other devices that's still connected to that WiFi?
02:00
Speaker 1
yes, all of them. four thighs they live on one, I'm sorry. no, my love, it's not connected because I forgot the password and I need the password back. I don't know if I pull number two or I pull number eight. I don't know right now.
03:00
Speaker 2
If you need to use the links these app for this Linksys L1100 that you have, the bare minimum requirement for it is the device must be connected to the L1100 Wi-Fi for the app to work.
03:00
Speaker 1
So, what I supposed to do is, is reset it. Okay, it's red. Okay, now it's blue. Does that mean it's resetting right
04:00
Speaker 2
In order for you to reset the router, you just need to hold the reset button for 20 seconds and it should revert back to its original Wi-Fi name and Wi-Fi password that's located underneath the router. Just keep on holding it for 20 seconds so you can set it back up from the beginning. Yes. So you need to patiently wait until it's done flashing blue so you can set it back up properly from the very beginning. All right. Uh just to clarify is that everything else? Before anything else may I also ask, is this your first time calling? Since this is your first time calling I just have to gather some quick information so I can create a case in our system. Once again, I'm speaking to Herminez. What's the email address? Was it S a n d r y C H Y at iCloud.com?
04:00
Speaker 1
Yes. The zero number is going to be 604. C.S. and Carlos 2025 E.S. and Edward 013. 73. Yes. I just set it up right now. Okay, now it's back. D'accord, parfait. Donc? Allô Mailco?
06:00
Speaker 2
All right. The phone number you're currently calling. is it 917- 392-6-615? Can you provide me the serial number for the links to router? Yes. 60 592 father 20 mother 25 Edward 0 1373. How long have you had the links to router?
06:00
Speaker 1
or I can use the app. Okay. You said it's connected to the link, I suppose to use the app, right? Okay. Let's see. I tried that already, it now works. Okay. You're going to put it there. I say, can you please stay on the line? Okay, so now it said, connect the roll to the model of service if Internet. Okay, I say, yes, everything is connected. So the light solid, yes. Okay, checking for Internet. SSID. Okay, I think I got it now. Mhm. [ silence ]
07:00
Speaker 2
Yes. You need to connect to the links for the app to work properly. All right. Is there anything else? Yes. No, it's OK. Continue. May I know who's your internet provider? I see.
07:00
Speaker 1
Okay, I've creating the articles just a minute. Oh, perfect, okay. SS confirm, Maranie.
08:00
Speaker 2
All right, just to clarify, is everything working now?
08:00
Speaker 1
Let's see. I'm going to check mine. I suppose. Let me see. Where to think. Just give me a second. I think he's going. Oh, the signal. Give me a second. [silence]
09:00
Speaker 2
All right. Is there anything else I can also associate with Alright. Thank you so much for calling Ligxis take care.
10:00
Speaker 1
Ha! Ha! Oh! I don't want to mess you up my love. I don't have my phone with me right now. No.
11:00
Speaker 2
Enjoy the rest of your day. Bye bye for now. You may now end the call. All right.
11:00