V2 Rubric Detail — 241d1ee2-7aff-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 18:59
Duration
10m 26s
Contact
Pat Billett
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00066474
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000_PN solid red after changing wifi password on the LSWF app

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.9/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall81.0% (+3.0)

V2 Grader Summary

The agent successfully resolved the customer's request by changing the admin password via the Linksys app, confirming the outcome was achieved. However, the agent failed to troubleshoot the root cause of the web UI access issue, skipping basic diagnostic steps, which resulted in a Not Met rating for R2. Despite this, the resolution was effective, owned, and technically accurate, warranting a Successful Resolution outcome.

V1 Case Analysis

Customer changed router admin password via Linksys app; change saved; advised to use new password for app/web interface (myrouter.local). No login verification performed. Personal details collected but not required.

Troubleshooting Steps
  • Confirmed router model (MBE7000).
  • Guided customer to open Linksys app and locate Network Administration.
  • Instructed on changing the router admin password and saving the change.
Key Observations
  • Agent did not verify the new password by logging out and back in to confirm it works on myrouter.local.
  • Unnecessarily collected customer's first name, last name, and email (06:00), which were irrelevant to the password change.
  • Instructions were clear and followed the correct KB path for MBE7000 password change via the Linksys app.
  • Agent correctly explained that the new admin password applies to both the app and web UI (myrouter.local), per KB guidance.
Positive Highlights
  • Correctly identified the MBE7000 model and used the appropriate method (Linksys app > Network Administration) to change the admin password, per KB guidance.
  • Provided clear, step-by-step instructions through the app interface.
  • Confirmed the password change was saved and explained that the new password applies to both the app and web UI (myrouter.local), aligning with KB documentation.
Agent Errors / Gaps
  • Collected unnecessary personal information (first/last name, email) that was not required for troubleshooting or case documentation.
  • Failed to verify that the new admin password actually works by testing login access to myrouter.local after the change.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer successfully changed the router admin password via the Linksys app and confirmed it was saved.
R2 Not Met Diagnostic thoroughness conf 92%
Agent did not conduct meaningful troubleshooting for the 'can't reach myrouter.local' issue — skipped basic checks (device on correct network, IP address, DNS, browser cache) and jumped to app use without diagnosing root cause.
R3 Met Correct resolution path conf 95%
Agent chose the appropriate path – using the Linksys app to change the admin password rather than forcing a factory reset.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified symptom (can't reach page) and suggested trying phone/app, but did not ask diagnostic questions about network connectivity, DNS, or local access — root cause not investigated.
T2 Met Appropriate tools / resources used conf 96%
Agent correctly used the Linksys mobile app — a valid and appropriate tool — to achieve the password change when web UI access failed.
T3 Met No misinformation conf 98%
All technical information provided (admin password applies to app and web, Wi-Fi password is separate) is accurate per KB documentation.
Communication
C1 Met Clear & professional language conf 94%
Agent kept the conversation focused, guided the customer through steps, and closed the call without unnecessary digressions.
C2 Met Confirmed understanding conf 93%
Agent used plain language, confirmed the model, and checked the customer’s understanding throughout.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and fulfilled the request.
O2 Met Proactive follow-through conf 92%
No further steps were required after the password change; agent confirmed completion and offered a callback if needed.
O3 Met Closure confirmation conf 94%
Agent referenced the specific router model (MBE 7000) and did not repeat previously provided information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a simple password change.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and professional but did not explicitly acknowledge the customer's frustration about the inaccessible web page.
X2 Met Tone & rapport conf 93%
Agent matched the customer's pace, used simple language, and kept the interaction engaging.
X3 Met Overall experience conf 95%
By using the app, the agent avoided the need for the customer to repeat information or perform a factory reset.
Call Transcript15 turns · 15 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. [silence]
00:00
Speaker 1
Want to call him all morning at your expense?
01:00
Speaker 2
Thank you for calling Linksys, this is Elle, how can I help? uh okay, sir, so you want to change the admin password of your router?
04:00
Speaker 1
And then, uh, also tried the other, the my router dot local. And it didn't work. Uh, it's just, uh, it says, hmm, can't reach this page. Uh, a different browser. Uh, I didn't try my phone. Can I use my phone? I do. Yes.
05:00
Speaker 2
What's the area you're getting, sir? When you try to log in. Do you have, sir, a, um, have you tried using a different browser? Yes, you can actually use your phone, sir, but, uh, since you're going to change the admin password, do you have, sir, um, before you proceed with, um, a browser, on your phone, do you have, sir, the link app, by any chance? Okay. And
05:00
Speaker 1
Okay. Yes, I'm logged in. Yes, Pat Ballett and then it's pat ballot, 1, 0, 0, G, ma L. that's correct. Okay. I'm in. Okay. I'm in. [silence]
06:00
Speaker 2
Uh, yes, can you log in, sir, to the app? okay, mm. uh, but before we proceed, sir, I'll just like to know if this is your account that is associated with your phone number. Can you confirm first the first name and last name and then the email address? Thank you, sir. And the router that you are working now, sir, is the MBE 7000. right, it. OK. um yeah let's go to the Linksys app and then there's a menu on the upper left hand corner and then go to network administration.
06:00
Speaker 1
Okay. Oh, that is, okay. So I can just, it shows, you know, the router password like asterisk, so I just delete that and put in a new one? Okay. All right, let me do that.
07:00
Speaker 2
And then you have there sir an option to change router password and hint that is associated sir to your admin password. [silence] Yes sir.
07:00
Speaker 1
Let me just write that down. I don't know. Uh, yes, it's saving it right now.
08:00
Speaker 2
them sir are you done changing your outer password? okay
08:00
Speaker 1
OK. It says it was uh saved. Oh, OK. So, um, how do I now, do I need to log in to my, are there two passwords? Like, so there's a website password or or login and then this is the actual router one, huh? OK, great. So I like you have a concern that I may have been hacked, so the next thing I would do would be the Wi-Fi password. OK.
09:00
Speaker 2
Okay, so whenever you log in Sarah, locally to the um Linksys app, just use Sarah, the admin password that you have created. So that is the new password that you will use to log in. [silence] That is the router password server for the Linksys app and to the web interface to the Myrouter.local. [silence] Yes. Wi-Fi password Sharon would be the best thing to do to change.
09:00
Speaker 1
All right. Uh, thanks so much. I appreciate your, um, okay, thank you. you too. Bye.
10:00
Speaker 2
you're welcome, sir. If anything else, sir, just give us a callback, okay? You're welcome, sir. have a good day. take care. Thank you, sir.
10:00