V2 Rubric Detail — 25e0b500-7fea-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 01:11
Duration
83m 15s
Contact
206-919-9642
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00137195
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000 - change Wifi name
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (9 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall18.8% (-3.2)

V2 Grader Summary

The agent failed to resolve the customer's password reset issue due to lack of technical follow-through, poor call control, and absence of ownership. While some diagnostic questions were asked, the agent did not leverage correct tools (e.g., local access via myrouter.local) or adapt communication to the customer’s state. The interaction ended without resolution, clear next steps, or empathy, warranting an Unresolved classification.

V1 Case Analysis

Customer (Donald) unable to reset MX2000 router admin password due to expired reset link. Agent failed to guide through recovery key method; call ended without resolution.

Troubleshooting Steps
  • Asked for router model (MX2000) — confirmed.
  • Suggested visiting myrouter.local — no follow-up or correct instructions provided.
  • Asked about LED color — irrelevant to password reset issue.
  • Repeatedly asked unclear questions without structuring troubleshooting.
Key Observations
  • Agent never mentioned the Recovery Key method, which is the documented process for MX2000 password reset (universal_password_login.md).
  • Excessive silences (e.g., [49:00], [50:00]) and irrelevant prompts (LED color) led to chaotic, inefficient handling.
  • Agent failed to distinguish between cloud account password reset and router admin password reset, causing customer confusion.
  • Call ended with customer abandoning troubleshooting and opting for physical service, indicating complete lack of progress.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to collect or confirm the router’s serial number or Recovery Key, which is mandatory for password reset (universal_password_login.md).
  • Did not explain the correct password-reset method using the Recovery Key on the router label.
  • Provided irrelevant prompts (e.g., asking about LED color) that do not apply to password reset issues.
  • Allowed long silences and repeated unclear questions, resulting in zero efficiency and poor communication.
  • Did not guide the customer to log in locally via http://myrouter.local or http://192.168.1.1, a basic troubleshooting step for password issues.
  • Failed to recognize that the 'expired link' error requires fallback to the local Recovery Key method.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer never regained access to router settings; agent did not resolve password reset issue or provide a working workaround.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about device connectivity, LED color, and access method — relevant but disorganized; failed to execute structured steps like checking myrouter.local or using Recovery Key.
R3 Partially Met Correct resolution path conf 82%
Agent attempted to assess situation (asked model, ISP, device count) but did not confirm warranty status or offer best-effort path such as guiding through local password reset via Recovery Key.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified possible symptoms (password reset page, LED color) and asked diagnostic questions, but failed to sequence them logically or determine root cause (e.g., expired link vs. authentication flow).
T2 Not Met Appropriate tools / resources used conf 96%
Agent never directed customer to http://myrouter.local — a required tool for local admin access and password reset using Recovery Key; relied solely on verbal description of cloud interface.
T3 Partially Met No misinformation conf 84%
Agent incorrectly assumed LED color ('blue') without verification; however, did not state major technical falsehoods like wrong default password or non-existent feature.
Communication
C1 Not Met Clear & professional language conf 97%
Agent lost control repeatedly: long silences, inability to redirect, 'I don’t know what you’re doing' statements, and failure to frame or transition the interaction.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms ('router password', 'email login') without confirming understanding; failed to adapt to customer’s confusion and nonlinear narrative.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent asked if someone else could assist ('Do you have someone who can help?') and showed no ownership of resolving the core issue.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timeline provided; agent defaulted to restarting from beginning without a plan or commitment.
O3 Not Met Closure confirmation conf 94%
Agent re-asked model number and problem description despite customer having already provided them, indicating no use of prior context.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation was performed and none was clearly warranted — password reset is within L1 scope if proper steps are followed.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent failed to acknowledge frustration; responses like 'I don’t understand why you need to reset' were dismissive rather than empathetic.
X2 Not Met Tone & rapport conf 94%
Agent maintained a flat, procedural tone despite customer’s visible confusion and effort, failing to adjust pace or engagement.
X3 Not Met Overall experience conf 96%
Customer repeated information multiple times and performed redundant actions without progress, indicating avoidable effort.
Call Transcript61 turns · 100 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. [silence] while waiting, you may also visit support.linksys.com support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
[DOWNWEIGHT] Yes. All right. What did. Oh. So, uh I had a long standing problem with a uh, let's see. information. Turn around here. Uh, mod and that's um. Okay. Let's see, what did I write that stuff down on?
08:00
Speaker 2
Thank you for calling sinks. My name is Nathan. May I know who am I speaking? Yes, hucknet piece. go ahead [silence] do you know the do you know the model [silence] do you know the model of the hardware?
08:00
Speaker 1
the modem, the modem, the model number, yeah, the model number is, is, m, m, a, x, a, x, ray, two, two, eight, two, three. so it was originally started, installed incorrectly, and we had a long history of problems until, finally, they sent somebody over that, uh, knew what he was doing, and he corrected it. and then the pass, the password now has to be [silence]
10:00
Speaker 2
no, no, this one. Do you have the model? model. The model of the router. The one that you gave me. This is the serial number. Do you know the model? Yes. This one. All right. Tell me what's the problem with that router.
10:00
Speaker 1
There's... changed. What's that? Oh, oh. Well, Dishnet is the company, and then the provider works for Dishnet. And I don't know what they're aneth. They don't give that out. What's that? Oh, yes. MX2000. Yes.
11:00
Speaker 2
All right. Who's the internet service provider? Spectrum exfinity? Who is the internet service provider? Now your MX 2000, how many do you have? One or three? Your router, the MX 2000, how many do you have? MX 2,000 comes in package of one, two, or three units. How many units? do you have all right one uh what is your name again sir I didn't get your name how do you spell your last name last name um have an email email address
11:00
Speaker 1
Well, this isn't working, but what happened is that they set it up incorrectly, and it was causing a lot of trouble. And finally, I got somebody to know what they were doing. And then that person was sent. And now it has to be [ silence ]
13:00
Speaker 2
All right, do you still have access to the MX2000? Is it still working?
13:00
Speaker 1
okay as [sound] [silence] Dave you know I have to put in uh I got that pulled up here. Look at the screen. Okay. Okay. Ready no. Okay, reset. um okay. [silence] it's says that I need to reset the uh link system [silence] smart Wi-Fi account password.
14:00
Speaker 2
How is it? Tell me. The color of the light on your MX 2000 is blue. Do you have the linkage application installed on your phone? Okay. How about? Do you have a.
15:00
Speaker 1
Okay, what was that again? Oh, yeah, the computer laptop. Actually, it's not physically connected. The connection is two equipment or uh this network.
16:00
Speaker 2
Wireless that is connected to the network. We have a computer that is connected to the Wi-Fi. Wireless. All right. Your objective is. Donald, let's go back. Your Internet Service provider came back and then fix the issue on the modem. Right? They already fix it. Now, your Wi-Fi, you want to change the Wi-Fi name? That is what you ask. Now, let me.
16:00
Speaker 1
what number? this on the bottom one? well, I gotta get it working again. it seems to be working, but uh, it's asking for a password. or it wants reset. so it says you need the guy who came out to fix it. gave me that information.
17:00
Speaker 2
Do you have Internet or Do you have devices connected to the router, to the Wi-Fi? Uh, what is the problem? Tell me. Tell me, what do you want to do? The router is not working, right? Can you confirm? Where did you get that, where did you get that information that you need to reset and, uh, log in?
17:00
Speaker 1
He wrote it down on a piece of paper. Yeah, I can go right over to the router. Says: uh-oh. Oh, okay. And I think I'm on the page that will get me to reset. When I tried to reset it myself, there it was, there was too much time between when you sent the information and when I, got to reset it. Yeah, and uh, and so it rejected.
18:00
Speaker 2
Can you do it? Can you do it yourself? You don't have to go to the router. You can use the computer.
18:00
Speaker 1
the password [silence] uh tell me if somebody keep them let's see [silence] [noise] yeah [noise] let's see IM uh it's not pulling up now
19:00
Speaker 2
[silence] Tell me, Donald. What are you trying to do? [silence] I don't understand why you need to reset. [silence] You don't have to reset things as long as it's working. [silence] And then somebody gave you a paper to say that you need to reset, and I have no idea where what to reset and what needs to be reset. [silence] Is it the modem? Is it the router? Is it the computer? [silence] Can you give me a context so that I can give assistance? [silence] Tell me what you're trying to do. I can assist. [silence] Let's work, let's walk step-by-step. [silence] You're on the computer, correct? You wanted to connect to the internet. That's your objective? [silence]
19:00
Speaker 1
Here we go. So, password reset. And I have to put the new password in twice and then if it accepts it, all's good. But when I did that, it rejected it like I did something wrong. And it was too much time since when he reset his part of it and when I got to doing my part. So I went into a place that knows about how that... [silence] works and he said I have to, um, I had to let's see. call in to you guys to get the uh, password reset. Right now, I'm like there's no no information. It's blank on the password. And uh, I have to put that pass the new password in twice in order for it to reset. And I don't understand why He does his part, but then I have to do my part , and I don't know why I had to do that even a hurry to get going. Well, I'm looking at the password reset uh page. Am I supposed to be resetting it right now? Yep. It says uh password reset for network, which might go offline for a few minutes when you create a new password. You got to put that password in twice.
20:00
Speaker 2
Where are you right now? (silence) You're in the computer right? (silence) And the page that you're looking at is (silence) can you tell me? (silence) And (silence) what is that network reset? Is it a length access? (silence)
23:00
Speaker 1
that's what pulled that, came up. They gave me the instructions and I pulled it up. You know, it says link smart wifi, password blank. It's a blue page. with the uh a bright patch box with that with that it thought where I have to do it. I have to put it in twice and uh and then hit okay.
24:00
Speaker 2
Or somebody gave you this one? All right? And then? Mm-hmm. Yeah. [silence]
24:00
Speaker 1
and if it likes it then everything is good but so far it hasn't liked it and actually I can do it now to see what happens but I think you have to do something at your end first uh well it doesn't accept it when I do it let's see there might be there's a help thing here [silence]
25:00
Speaker 2
um, no, there's nothing to do on my side. I can't see you all in your side. Otherwise if I can see you, that's not a safe network, you should be isolated. Only you should be able to see your network.
25:00
Speaker 1
Oh, it's I'm in it. But it won't let me, or no, for some reason I have to do this. It's part of the process. It would be what would have to be done if you've got, if I replaced that modem. And they do their part. And then I have to put in my password. When they had to come out here to service it, that kicked me out. and so I have to start over. [silence]
26:00
Speaker 2
You're able to log in? How is that process?
26:00
Speaker 1
Now I can do something here. I'm going to actually start it. we said it. Let's see. Oh. Okay. Okay. Now that doesn't it looks different each time. Trying to, Oh wait a minute. Do the help part. Okay. Oh, it's to the original. Okay. Okay, there you go. Let's see, you. [silence] [silence] hold on. just a second. uh I didn't take it at all. well, now it's not cooperating at all. So, um, the it only I only see one dot and, uh, let's see if I can back out. Okay. There we go. I'm still putting it in... okay... No, Okay, here's password reset error. Password reset link is invalid or has expired. Again, the route... [ silence ]
27:00
Speaker 2
Mhm. Mhm. Okay, go ahead. Are you trying to reset the email or router?
31:00
Speaker 1
the, the, information is in, it was sent to me, uh, into my email, so that's where I'm, just, uh, what now? Um, no, I don't have, uh, the router password, I mean, I don't know. Uh, uh, okay, there's another way of doing it.
32:00
Speaker 2
Are you trying to reset? OK. Try to log in using the router password. Router password.
32:00
Speaker 1
Okay. Yes, but there is something, I don't know what's giving me trouble or maybe I just, oh, oh. I it, it, it, nobody can get in. So I have to create the password. Let's see. Your account who can't access your home. Oh yeah. Ian Okay. Yes.
33:00
Speaker 2
All right. You're in a computer connected to the Wi-Fi. You open a browser. You have internet. And then.
33:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Okay. No use in the name. No. Okay. Let's see what happened here. [silence] whoa shit fast fingers Nah, let's see what happens. let's see I can't read how many digits in there Oh, I'm gonna have to do it again E. yeah one two three he's got a box that says remember me what happens [silence] i'm. No, I didn't get rejected. So now it's saying got I can see that it says thank you. Actually, this page is for if you don't have an account. I'm still thinking. well it it it doesn't look like it's uh well I'm still thinking.
35:00
Speaker 2
_memes_ [silence] [silence]
40:00
Speaker 1
Yeah, it's not advertising going on at the same time. Apparently, I can add other items in the same page, but I'm not going to do that. Okay. It has stopped. Oh, no, it's going again. [silence] the advertising is uh yeah about giving that password well we give guests internet access yeah right some yeah well i don't even know would use it. and still uh thinking there's a bar and there's uh a blue dot that jumping into the gray ones one at a time advertising ad mobile devices tablets and guests through the internet access [silence] the power settings anywhere anytime add mobile devices tablets and tvs to the internet you know that's what i wonder if there's one more step yes there is in that right [silence] Yeah. Use your Think Well Guy Ti account to access your home network from anywhere, anytime, even from your mobile device. [silence] easily connect new devices, set parental control, get access to smart Wi-Fi, mobile apps and more. And for more information, click here. It looks like it's stopped. Oh, it's going again. Now, a picture of a house. Now, a picture of the devices again. [silence] It's still thinking. It's active. Little dots are going across. The bottom of the picture in a picture. Now it's advertising again.
41:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] How is it now? [silence] [silence] Able to see it? [silence] What is the color of the light on the router on top? [silence] Hmm.
49:00
Speaker 1
And then the picture next to it is the advertisement. It does have Growth on that larger box. It's the advertisement. It looks like it. I'm gonna go see what that likes doing.
51:00
Speaker 2
Hello? Can you close everything? I think, I think uh that is not the correct thing that you're doing. Can you close the links to the browser and visit the website my router.local? [silence] Sure. Donald. Do you have someone who can assist you? Do you have someone that can assist or help you.
51:00
Speaker 1
Let's see, we have not yet green, but, you know, but not green, so, it doesn't exist. Mm. It stopped, or and now it's going again. I have a, [silence]
53:00
Speaker 2
[silence] How can I help with what you are doing, Donald? [silence] I'm just trying to figure out what device you're on, [silence] if it's a computer or a camera, or are you trying to open a TV? [silence] Are you trying to browse somewhere?
53:00
Speaker 1
No. It doesn't. It's not asking me to do that. Nothing at this point. Um I'm sitting here. I'm just watching. Yeah. Well just for the uh I'm at a page that's uh named this smart wifi sign in. The background is blue. And uh then there's a square that's inside that that's gray. And uh
54:00
Speaker 2
Tell me what you are doing. I cannot assist you if you do not tell me what you are doing, Donald. Go to the computer. Go to the computer. And then open a browser. In the computer. What is the color of the light? The... Page.
54:00
Speaker 1
it's not asking for anything at this point. let's see here. maybe it wants me to sign in. well, i mean, there's an option for that. um... let's see. click here. okay.
55:00
Speaker 2
for a router password or email. It asked you for email or router password. Try. you close the browser and open a new one and type in my router.local. Again. option Okay, go to the router password. Do you remember your out-of-passport? That's a Wi-Fi password. Is this a Wi-Fi password that you're saving?
55:00
Speaker 1
well Oh Iowa and Android. Oh, boy, I'm... I don't even... Oh my God, Dave. Way too many possibilities here. Enter my graph. Oh,
58:00
Speaker 2
There is an option for you to reset the router password? Find that one.
58:00
Speaker 1
Now it wants me to go through a whole bunch of stuff. Oh it's this thing you select here for a lot. Yeah it's on right now. Let's see. It's got a whole bunch of other options. Oh yeah Hmm. So
59:00
Speaker 2
Again. Tell me again. Do you have internet, Donald, in your computer?
59:00
Speaker 1
Wow. A thousand possibilities. Okay. [silence] [silence] Well, [silence] No, I already reset it, and then accepted it. It didn't reject it. [silence] So, [silence] Maybe we don't have to do anything. [silence] Right. [silence] It wants me to [silence] Get into the other stuff. [silence]
60:00
Speaker 2
Let me guide you Donald, so that it can be faster. We've been here for an hour already and I still do not know what you are trying to do. Okay. Let's start from the very beginning. Your computer has an internet, right? Can you confirm? Alright, what do you want to do? You want to reset? What do you want to reset? Okay. All right. Like
60:00
Speaker 1
,[ silence ] [ silence ] so [ silence ] well what would be wrong if it's not working
61:00
Speaker 2
[silence] Too good a good guy.[silence]
62:00
Speaker 1
[silence] That's not, that's now gone. So it even if, it, it should be okay. You can log in to this app dashboard and interface to access the settings in the node. Both methods will allow you to enter your password, follow the steps.
63:00
Speaker 2
επόμενο link πρόγραμμα. Τι βλέπετε τώρα.
63:00
Speaker 1
Yeah. Huh. Well, I wish I knew. Okay. So, I'm gonna come off that page. So, it's working. It appears to be working. Let's go all the way out. Let me start. Okay. I know how we can check this. We can, I can go look at the, uh, yeah. I can go look at the internet signal. I'll go back in. Uh, it should say restricted. Oh. Oh, boy. That caused a big problem. It says, you're almost done setting up your PC. Back up your files, browser. Oh my God. Why would it do that? [silence] I mean I recommend the Velocitics. You've seen this before. It's a customizer. Now, I'm not going any of that.
64:00
Speaker 2
Tell me again. What's the status now? Can you tell me what is it that you are doing right now so that at least I have an idea? Do you need me to do this? Do you need me to help you?
68:00
Speaker 1
okay. again, comparing now. let's see. now. look for the... Okay. Stop there. not connected. those that are in there, well, there should be, let me, it's changed, uh, that thing, uh, in here, There's a way to look at who's on the system. And, uh, well, no action needed for security. I gotta look at the raise that. Okay. Setting. Okay. Okay. Bluetooth is not on. I don't use that. something happened. settings [silence] this is so and reach. Okay, I don't see any available networks. Okay, there it is. That's not showing me the list. Oh my God, what are you talking about? Okay. Okay. Okay. Uh-huh. Uh-oh. Let's see. Airplay mode is off. Mobile hotspot is off. Wi-Fi is connected. Connected, secured. I think that's it. I've never seen this before. I just bring post. My God, I go on this. Post, right? Reset, reset, okay. Well, the only other thing they can do is take a computer in and see if they can break into it. guys, nothing more I can do. So I just have to leave it as is. You still there. Oh, okay. So I think I'm okay. Yeah, I can't find any, there's there's some place Okay. Hmm. It says it's got a mesh. That's the mesh Wi-Fi. That worries me. That would mean that I'm letting, you know, fake alerts. Well, I'm pretty sure that I can look at anybody that, that there's a list and and and if you go down the list of people in that are around me, then I pick one, it'll say blocked. And so, [silence] Mine should say the same thing. Network. [silence] [silence] Uh, actually. Everything's off. Uh, [silence] No. I'll just take it in. [silence] And have them check it to see. [silence] Because I know there's a spot where you can look at. [silence] at other people's stuff. [silence] And uh. [silence] Yeah. Yeah. I'm going to make a guy good. Back when I turned it off and bring it back. [silence] It's uh, I'm doing a restart and it looks like that's happy. Let's see if it just uh, oh, that restarted. Okay, well, I think I got it. So, it uh, should be okay. So I'll take it in and have them look at it to see if if it's get into it without, uh, that one more. Okay. [silence] Yeah, I just found a new item. And, let's see, all those switches are off. And so they'll start back up. Oh. Uh oh. That didn't work. Okay, I think I'm good. Okay, I just shut it down. So that's that. Now, thank you for your time. Yeah. Uh, I hope not.
69:00
Speaker 2
Mmm. Done? All right. And anything else? All right. Hey, good, congrats, congrats, Donnelly.
82:00
Speaker 1
Okay. Um, Oh, you want me have- do you want
83:00
Speaker 2
[silence] And thanks for calling Lizzie's. My name is Anita and have a nice day. Bye-bye for now.
83:00