V2 Rubric Detail — 26f546a8-6ea2-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 01:23
Duration
29m 22s
Contact
Randy Erbins
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134379
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200 - initial setup

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution2.50/5
Technical2.50/5
Communication2.50/5
Ownership2.50/5
Escalation1.50/5
Customer Exp2.50/5
Overall48.0% (+6.0)

V2 Grader Summary

The agent identified a known app issue and successfully guided the customer to regain router access via local login, achieving partial functionality. However, the core app login problem was not resolved or formally escalated, and several best practices in troubleshooting, communication, and ownership were only partially met. This represents a partial resolution with room for improvement in technical process and customer experience.

V1 Case Analysis

Customer could not access Linksys app or router login; agent gave unclear instructions and no device details were collected.

Troubleshooting Steps
  • Claimed a known app outage affecting login
  • Suggested reinstalling the Linksys app
  • Advised using router password instead of email login
  • Directed customer to log in via router web interface
  • Mentioned reset option using security/recovery key
Key Observations
  • Agent claimed a widespread app outage but provided no evidence or ETA; this is not documented in KB and may be speculative.
  • Misnamed the Linksys app as 'linus', indicating possible ASR or pronunciation issue.
  • No device model, serial number, or warranty information was collected, violating protocol.
  • Customer eventually accessed router settings, suggesting partial success, but app issue was not fully resolved.
  • Call ended without confirming full functionality or setting a clear follow-up path.
Positive Highlights
  • Acknowledged customer frustration and attempted to reassure them about the app issue.
  • Successfully guided customer to access router settings via web interface, which appeared to restore functionality.
  • Maintained a calm and supportive tone throughout the call.
Agent Errors / Gaps
  • Did not collect product model, serial number, or warranty information.
  • Misnamed the Linksys app as 'linus', potentially confusing the customer.
  • Claimed a known app outage without verification or providing a support article/ETA.
  • Did not verify whether the router login actually resolved the app sync issue.
  • Failed to set a clear next step or follow-up despite unresolved concerns.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer regained access to router settings via local login after agent suggested bypassing the app; however, the core app login issue was not resolved, only circumvented.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent acknowledged a known app issue and guided customer to use local router access as a workaround, but skipped standard diagnostics like reboot or firmware check.
R3 Partially Met Correct resolution path conf 90%
Agent offered a workaround path (local access) instead of full resolution, but did not verify warranty status or determine if issue was hardware/software, limiting full appropriateness.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the app login failure as a known issue (consistent with possible backend problems), but did not ask diagnostic questions about device model, firmware, or network state.
T2 Partially Met Appropriate tools / resources used conf 88%
Agent used knowledge of a system-wide app issue (implied internal awareness), but did not use tools like remote session or router login to verify connectivity or settings.
T3 Partially Met No misinformation conf 91%
Agent correctly advised using router login instead of cloud account due to app issues, but gave confusing advice about email use and password management.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained interaction despite customer frustration and provided a working workaround, but used unclear transitions and repeated hold messages.
C2 Partially Met Confirmed understanding conf 89%
Agent adapted by simplifying access method (local login), but used ambiguous language (e.g., 'do not use your email') without confirming understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent stayed on the call and worked toward a solution, but did not fully own the issue by failing to document or escalate the app defect.
O2 Partially Met Proactive follow-through conf 91%
Agent provided a functional workaround (use local login), but gave no timeline for app fix or follow-up plan for full resolution.
O3 Partially Met Closure confirmation conf 87%
Agent did not reference prior contact details but avoided re-asking basic questions, focusing on the immediate access workaround.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 90%
Agent recognized a systemic issue affecting multiple users and attempted internal troubleshooting, but did not formally escalate per protocol despite customer frustration.
E2 Not Met Escalation prep & handoff conf 95%
No formal escalation was executed; agent handled issue independently without transferring or documenting escalation path.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent showed some empathy by acknowledging the issue was 'our problem', but did not directly address customer’s expressed anger or repeated frustration.
X2 Partially Met Tone & rapport conf 89%
Agent remained engaged and adjusted approach by offering a workaround, though tone was occasionally disjointed and lacked full emotional attunement.
X3 Partially Met Overall experience conf 90%
Agent reduced effort by guiding customer to a working method (local login), but caused confusion with unclear instructions about passwords and email.
Call Transcript15 turns · 19 lines
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance. Press 1 now. For out of warranty products, paid support may be available depending on your issues. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, [silence] your call does not qualify. For technical support, please visit our website at www.linksys.com. Thanks for calling Linksys Support. You may also visit our YouTube channel at YouTube.com/linksysTechTV where you will find useful information and demos.
00:00
Speaker 1
I'm so mad. I hate this so bad. I just, just ate a cookie and no time and I wasn't even supposed to have one but dang, they're good. I'm just so angry on hold again. Now I can't get onto the app. Oh, the track it. Okay. I'm sure you said that. as if the password or what... I have no idea. I have no idea what's working. Oh no, I can't get on. I have a Linksys app that I'm supposed to control all this. issues with... have caps on... It's not that bad. I I'm trying to go in and Sorry. My knee just so bad. I just. [silence] That's a good one. [silence] Is this Nathan [silence] Um is this the Nathan that I just talked to a little bit ago? Yeah. Yep. My goodness. How we up [silence] How are you? That's okay.
02:00
Speaker 2
[DOWNWEIGHT] Thank you for calling Linksys my name is Nathan, may I know who am I speaking? Yes, is this ready? Yeah, Randy, oh, sorry, Randy, I'll be a to give the too many calls. I'm good. There too many calls. I was not able to give you a call back. Silence
22:00
Speaker 1
Hey, if you could just help me. I lost all, I lost all connectivity to my, Linux, sys app. Oh, my gosh! Are you kidding me? Oh, okay. Okay. You know, that could not have happened at the absolute, that could not have happened at all at the worst time ever. Okay. So, give it a little bit.
23:00
Speaker 2
All right. Uhm. What happened? Uhm. Uhm. All right, there's a problem in the app right now. It's not yours. It's our issue. All right, the app is not working. Uhm. Yeah, it's not yours, it's ours. We have been troubled with this one. That's why I'm giving lots of calls right now. Not you, it's us. You don't have to worry. You have internet, right? Uhm. Yeah, but I can help you. You can still access it. You can still access it and we'll try to maybe give a little wiggle. Maybe we can nudge a little bit and it will work. But if it's not, give it a few days and it will work. All right, now go to the app. Do you have an app installed on your phone? That app, please? It's not working, right? All right, that's why we are giving these calls. Alright, I'll put you on hold and try to troubleshoot here. I'm here with you. I'll put you on hold and try to work on this. Thank you. You still have one minute and 37 seconds left on hold. You still have one minute and 37 seconds left on hold. You still have one minute and 37 seconds left on hold. All right, customer, thank you. Please hold on. Please hold on. I won't ask much of your time. I'll make your app work. Thanks for patiently waiting. Customer, I'm back. Please try now. Sorry. [silence] Please go to your account. It's blocked. Yeah, please confirm your bank account is not blocked. Try to log in. Please log in. Please log in from a desktop. Why don't you always use mobile? Your account is still blocked. Please says, try from the desktop.
23:00
Speaker 1
yeah. yeah, it looks like the Wi-Fi's holding steady except when, like I said, when I open up the app, it says it doesn't have any internet and I can't rename the child nodes or do any of that stuff. uh, yeah. [silence] Well, I've I tried to go in through the LynxSys app and that's where I get stuck. Close the LynxSys app. okay, I closed it. And then it it asked me for my login information.
24:00
Speaker 2
Are you connected to the network to the Wi-Fi? Can you install the linus app? This one, just try. Maybe it will work. If it doesn't then give it a time. You did it. Okay, go ahead. Uh close the linus' app. Uh first. And then open it. Open it from. Okay. Vah~[silence]
24:00
Speaker 1
router password. Yes, got it. And is that, is that what I use for my my Wi-Fi password? Or is that the one that, that's the new one I created, wasn't it. That's the new one I created. 31
25:00
Speaker 2
two things. Do not use your email. That is where the problem is. Try to look for access using the router. An option for you to log in using the router. Yes, that one. Oh, this may just work. Now, the one that you created [silence] oh, what? [silence] 10th? Yes. Yes. Oh, yes. No, I want to [silence] Yes, correct. Go ahead. [silence]
25:00
Speaker 1
Nope, it says that's that's the one that I created, but it's not allowing me in. Okay. Uh Okay, so go under the nodes. Now, you know why I waited so long on doing this. 62172 Okay, Account holder will be notified if this router password changed. All right, Continue New password.
26:00
Speaker 2
see if it worked [silence] there's an option for you to reset [silence] if you type reset, it will ask for the security key or recovery key underneath the router. [silence] sorry for that. [silence]
26:00
Speaker 1
Hang on. Okay. All right. You're right, it got me on. So, going forward that should once you guys get it all figured out, I should be able to get in [silence] Okay. And. Okay. Yeah. Yeah. Yeah. I got it. Okay. Oh. Yeah. Yeah. I'm up to 40 devices. Yep. I'm up to 40 devices. So. Perfect. Perfect. All right. And I sent you an email with my receipts. Okay. So now I should be. So I should be able to. [silence]
27:00
Speaker 2
Yes. and then for the meantime use the router faster not the email account because that's having trouble right now. So you're good. You you one of the few that was able to solve it. Right now there's still 10 that they cannot fix. You're good. You're good. All right. Can you see it? can you see the detail? what are they I was able to fill it up. Yay. you're good Aaron. So I feel to be happy. Yes I updated it on January. That will be three years from now 27th of eight 29. So that could be January 2029. Yeah good. And why we should be happy when she arrived?
28:00
Speaker 1
just take those, child nodes and put them where the other ones were and we should be good to go. Awesome. Nathan, have a great day. Thank you. Take care. Bye-bye.
29:00
Speaker 2
Got it. Arado you too. Assalando, have a nice day and a blessed one.
29:00