V2 Rubric Detail — 1e04707a-7a49-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 21:16
Duration
7m 59s
Contact
Neeieg Aini
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00136266
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: Unable to login Linksys App_MX4200

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.3/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall91.7% (+5.7)

V2 Grader Summary

The agent successfully resolved the customer's access issue by guiding them through router password recovery, resulting in app access confirmation. While most indicators were met, T3 must be downgraded to Not Met due to the agent providing a materially incorrect password complexity rule not documented in any KB. This is a technical inaccuracy that could mislead customers, outweighing the otherwise correct troubleshooting path.

V1 Case Analysis

Customer unable to log into Linksys app for MX4200 mesh system. Guided through router-admin password reset via recovery; customer now has dashboard access.

Troubleshooting Steps
  • Verified the customer was connected to the Linksys Wi-Fi network.
  • Guided the customer to log out of the app and use the 'Log in with router password' option.
  • Walked through creating a new router admin password via the recovery flow.
Key Observations
  • Agent correctly identified the issue as a router admin password problem, not a cloud account or app malfunction.
  • Agent used the correct recovery method: logging out and using 'Log in with router password' — consistent with universal_password_login.md and linksys_cloud_account.md.
  • Agent provided accurate password requirements: 10 characters, no repeating characters — aligns with KB guidance for secure passwords.
  • Customer confirmed resolution by accessing the dashboard and stating 'we're good'.
Positive Highlights
  • Agent correctly directed the customer to use 'Log in with router password' instead of the cloud account, which is the proper recovery path when the app fails to detect the router.
  • Agent clearly explained that the password hint must not contain the password itself, preventing future login issues.
  • Agent maintained control of the call, collected necessary information (name, email, model, serial), and confirmed resolution before closing.
  • Agent avoided unnecessary steps like router restarts or factory resets, focusing on the actual issue efficiently.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'Now I'm in the dash but I can see everything... I think we're good.'
R2 Met Diagnostic thoroughness conf 90%
Agent verified Wi-Fi connection, guided logout/login using router password, and initiated recovery flow—logical steps advancing resolution.
R3 Met Correct resolution path conf 95%
Agent correctly pursued credential recovery (best-effort path) rather than RMA or dismissal, appropriate for software/access issue.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (app not detecting router), confirmed network connection, and isolated cause to login method—root cause was credential mismatch.
T2 Met Appropriate tools / resources used conf 85%
Agent used the app interface itself (customer-side tool) appropriately; no remote tools needed as issue was local authentication.
T3 Not Met No misinformation conf 95%
Agent stated a password rule ('10 characters, no repeating letters, no repeating numbers and no repeating special characters') that is not documented in any provided KB (universal_password_login.md). This is a material technical inaccuracy.
Communication
C1 Met Clear & professional language conf 90%
Agent opened call professionally, collected info, maintained control through troubleshooting, and closed cleanly after confirmation.
C2 Met Confirmed understanding conf 90%
Agent used simple language, avoided jargon, confirmed understanding ('okay?', 'do you see'), and adapted to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed recovery steps without transfer, and honored resolution commitment.
O2 Met Proactive follow-through conf 90%
After resolution, agent confirmed dashboard access and asked if further help was needed—clear closure with no pending steps.
O3 Met Closure confirmation conf 95%
Agent referenced model (MX4200) and serial number without re-asking, used prior info effectively throughout.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the issue was resolvable at L1 with proper credential recovery.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent remained polite ('you're welcome', 'have a nice day'), acknowledged effort, and stayed patient despite confusion.
X2 Met Tone & rapport conf 85%
Agent adjusted tone to customer’s pauses and confusion, repeated key points, and maintained engagement.
X3 Met Overall experience conf 90%
Agent used provided serial/model, avoided repetition, and resolved issue in one flow—minimal customer effort required.
Call Transcript14 turns · 15 lines
Speaker 1
Yeah, hi. I'm trying to connect to my mesh router online through my service to control but it's not connecting and it's not detecting it. Internet is working fine, but I need to use it to control it. I mean, so the linksys app when I'm trying to connect, it does not detect the router.
00:00
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.com for more information about your product. Hi, thank you for calling Linksys technical support. This is Ryo. How can I assist you for today? Hmm. Uh, what do you mean by trying to uh connect the [silence] [silence]
00:00
Speaker 1
[i] That was working fine before, but three or four months ago, I did not, um, I stopped checking on it and now I want to connect it again. [silence] It's, uh, model number is MX4200. [silence] Serial number is 38U10M for monkey, five, B as in boy, B as in boy, 29, 5, 8, 0.
01:00
Speaker 2
Okay, um, sir, is this the first time you're going to use the Linksys unit or it was working fine before?
01:00
Speaker 1
[silence] have called you guys about a year ago or so. I'm not sure. Uh-huh. It's uh Neeraj is my first name N-E-E-R-A-J and last name is Saini S-A-I-N-I. [silence] It's uh Saini S-A-I-N-I. Neeraj N-E-E-R-A-J M-D@Gmail.com.
02:00
Speaker 2
Okay. All right. Um, before you proceed and provide you a correct troubleshooting guide so that you could be able to log in to the Linksys app, I'm going to create first a record for you in the system, okay? Let me know your first name and last name. How about email address? Okay. And who's your internet service provider, sir?
02:00
Speaker 1
I think it's as sound. I mean, I have the LynX app open up. What do you want me to connect it to a Wi-Fi? Yes, yes. I'm connected to that. I have one main router and two connector. Yeah, two other nodes here apart from the major node.
03:00
Speaker 2
Okay, great. Now, sir, before we proceed, just would like to confirm, okay? For the phone that you are using for the Linksys app, are you connected to the Linksys Wi-Fi? You need to be connected to the Linksys Wi-Fi. Okay. Okay. How many total of Linksys devices do you have? Uh [silence] Two child nodes, is that what you mean? [silence] Okay, okay, all right. Now, in the app sir, Do you have an option there to log out?
03:00
Speaker 1
Logged out and I logged back in again. I can log out, if you want me to. Okay. Yes, I do. Okay. So, I logged in through recovery. It's asking me to enter a new password.
04:00
Speaker 2
Okay, try to log out, sir. And then when you're logged out, do you see an option there, log in using Router password? Okay, log in only through Router password, because the email and password won't work anymore. Okay, create a new Router password. That should be 10, uh, a total of 10, uh, no repeating letters, no repeating numbers and no repeating special characters.
04:00
Speaker 1
Just a second, sorry. Somehow it's, um, it says my hand has It says your hint can't contain your password. Um. Yeah, I'm surprised. I've changed it two times and it keeps saying that. Um, okay, huh.
05:00
Speaker 2
okay. So sir, you don't you need not to, you don't need to put your password as a hint. A hint is for you to know what is your password. So it should not contain your password. [silence]
06:00
Speaker 1
Okay. Yeah, now I'm in the dash but I can see everything. No, I think we're good. Thank you so much. I appreciate it. Bye.
07:00
Speaker 2
uh-uh are you already logged in are you in the dashboard okay all right so yes sir whenever you are going to log out and login you can only use the router password is the email and password is not anymore uh associated in the linksys app so anything else I can assist you aside from this okay you're welcome sir you have a nice day ahead bye-bye
07:00