V2 Rubric Detail — 25ff2778-7190-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 18:52
Duration
10m 30s
Contact
Bob Chandler
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall85.1% (+25.1)

V2 Grader Summary

The agent resolved the customer's login issue by guiding them through a local admin password reset using the recovery key, resulting in successful access to the web interface. The core resolution path was correct and effective. However, the agent provided materially inaccurate information by stating that remote cloud login was 'removed,' contradicting documented support for https://linksyssmartwifi.com, which constitutes a critical technical inaccuracy.

V1 Case Analysis

Customer unable to log into router admin; guided to http://192.168.1.1, used recovery key 14517 to reset admin password; access restored and confirmed.

Troubleshooting Steps
  • Guided to local router IP 192.168.1.1
  • Attempted default admin password
  • Used recovery key to reset admin password
  • Created new admin password
Key Observations
  • Agent incorrectly claimed remote cloud access via email/password was discontinued (contradicts linksys_cloud_account.md).
  • Used unclear filler language ('manny') that may confuse the customer.
  • No model or serial number collected, though not critical for this issue.
  • Agent initially pivoted to app troubleshooting despite customer stating installation issues, causing minor inefficiency.
Positive Highlights
  • Correctly identified local access via http://192.168.1.1 as the appropriate path for admin login.
  • Successfully guided customer through recovery key process using the 5-digit key from the router label.
  • Confirmed customer regained access and could set up devices, validating resolution.
Agent Errors / Gaps
  • Incorrectly stated at [02:00] that remote cloud access using email/password has been removed. This is false per linksys_cloud_account.md, which confirms https://linksyssmartwifi.com remains valid for remote access.
  • Used unclear filler language ('manny') that could impair customer comprehension.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer successfully logged into the web interface after password reset and stated, 'I think that'll do it. I sure do appreciate your help greatly.'
R2 Met Diagnostic thoroughness conf 90%
Agent confirmed login attempts via app and web, directed customer to local access, guided through 192.168.1.1, and executed recovery key password reset.
R3 Met Correct resolution path conf 85%
Agent correctly pivoted to local admin access when cloud login failed, which aligns with KB guidance for managing routers when remote access is unavailable or problematic.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (can't log in) and asked about access method, but did not investigate account status, verify if cloud service was truly discontinued, or confirm router model to validate remote access support.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (e.g., remote session, logs) were required; agent used correct local web UI steps and recovery key process, which is the standard and sufficient method for this issue.
T3 Not Met No misinformation conf 90%
Agent stated, 'remote access using the email and password was actually already removed,' which contradicts KB documentation confirming that https://linksyssmartwifi.com is still active and supported for remote management.
Communication
C1 Met Clear & professional language conf 90%
Agent framed the interaction, maintained control despite ASR gaps, guided step-by-step, and managed transitions from app to web interface smoothly.
C2 Met Confirmed understanding conf 85%
Agent used plain language, confirmed device type (Windows 11 desktop), adapted to customer’s pace, and repeated instructions clearly despite background confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and resolved the issue without deflection, even when customer expressed confusion.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps: access 192.168.1.1, use recovery key, reset password — all completed successfully during the call with no pending actions.
O3 Met Closure confirmation conf 90%
Agent referenced existing record under 'Mr. Bob Chandler,' avoiding re-asking identity and showing continuity from prior contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 with standard procedures.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and thanked customer, but did not explicitly acknowledge frustration or difficulty with login failure; response was transactional rather than empathetic.
X2 Met Tone & rapport conf 85%
Agent matched customer’s communication style, used pauses effectively, checked understanding implicitly through guided steps, and maintained engagement.
X3 Met Overall experience conf 90%
Agent avoided repetition, used recovery key method to reset without factory reset, and resolved in one interaction — minimizing customer effort.
Call Transcript22 turns · 22 lines
Speaker 1
[silence] Yes sir. I am trying to login to my Linksys account and I can't get in it. Can you help me on that?
00:00
Speaker 2
Welcome to links, this 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.links.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's 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 links. This technical support. My name is Dylan. How can I help you today? Uh let me see what I can do to help you out with this.
00:00
Speaker 1
speech recognition, it would produce a result of " this is correct, yes this is okay, I tried both and I can't get into either one, I've tried the mobile device, I've changed my password and I've tried to loggen to it and I can't
01:00
Speaker 2
concern sir, but before that, let me just confirm with you, is this your first time calling linksys. Uh, I was able to pull up a record here under Mr. Bob Chandler, is this you? Okay, so this isn't the first time you reach out to us. Anyway, um, uh what what was there when you try to access your account? Oh, by the way, what? By the way, where are you trying to log in? Uh, is it through the linksys app or through the linksys web interface? Mhm.
01:00
Speaker 1
[silence]
02:00
Speaker 2
I see. So you have tried both Lynx's app and the web interface. OK. May I know if you logged in using the email and password? I see. Unfortunately, sir, for yeah, unfortunately, sir, for the remote access using the email and password, it was actually already removed. So you may not be able to access it anymore, but you can try accessing it through local access using your router password.
02:00
Speaker 1
I have a. Okay. Okay. But I can't get in past the sign in part. It just keeps going around and okay. Okay. on my phone or on my computer? Okay, I don't have it.
03:00
Speaker 2
You may actually reset the password or forget the password. And then create a new. Yeah. Create a new router password. It will ask you for the recovery key which is located underneath your Linksys device. Okay. Just a moment. Okay. Just a moment, sir. I will walk you through. All right. Alright. So how about we try first on your Linksys app on your phone?
03:00
Speaker 1
it on my, well. I'm you trying, I tried to use the LinX Sys Linksys Smart Wi-Fi, is that the correct app to use? Okay, but I can't get it installed on my phone. Anytime. Yes, I do. Okay. Yes, I'm on it now. I'm on the part that says. Okay. Say again please. [silence]
04:00
Speaker 2
uh... yes. it's the links it's my Wi-Fi. uh manny, why don't you have an internet connection? Okay. How about uh we'll go through with uh web interface instead? All right. So manny, if you have a computer or laptop you can use. Okay. manny, what are you using? manny, what device are you using right now?
04:00
Speaker 1
Okay, it's a Windows 11 desktop. Yes, it is. Yes. Okay, I've got the homepage of Google. Okay. Okay. Okay. Okay.
05:00
Speaker 2
Okay. Uh, okay, is it hardwired to the computer? Okay, that's good. So it's hardwired to the router, right? Okay, so what's showing in your screen right now? Okay, and uh, alright, so on the address bar, go to the address bar, hmm, and then type in HTTP: double slash 192.168.1.1.
05:00
Speaker 1
Okay. Okay. Okay. Okay. Okay, this is asking for my router password. Yeah. Yeah. This is the first time I've got.
06:00
Speaker 2
typing my router.local and then pressing enter. Alright, is this your first time logging into the web interface or you have already tried it before? Okay, I see. So we can try admin as your default Wi-Fi I mean router password. So admin all lower case try admin.
06:00
Speaker 1
okay and valid router password try again yes. all right it's asking me for my recovery key. and let me get that. 14517 [silence]
07:00
Speaker 2
Men all our in case. yes, yes. okay. so you probably had changed this before. so there's an option for you to reset a password. all right. just click on the reset password. yes, sir. all right.
07:00
Speaker 1
it says create a new admin password and hint okay
08:00
Speaker 2
Okay. So you can uh, create.
08:00
Speaker 1
[silence] Okay, now I am right, I've got a page here. Okay, now where... Well, I'm trying to set up my phones and my Wi-Fi on my phones and my printers. My phone, I have two phones and a
09:00
Speaker 2
Okay, so you're now logged in to the web interface dashboard, okay? Now, [silence] what's the reason why you're trying to access the router setting? Okay. I'm sorry, you're trying to set up your phone and what was the other one?
09:00
Speaker 1
and two three, two crims, yes. So, I'm seeing the password now. Okay, alright, well, I think that'll do it. I sure do appreciate your help greatly. Alright, thank you again. Alright, alright, thank you.. [silence]
10:00
Speaker 2
a printer I will Alright! Sir, no problem. And I appreciate your time taking your I mean taking your time calling LinkSys. And just don't hesitate to give us a call back in case you need further assistance, okay?
10:00