V2 Rubric Detail — 2e167930-68f2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 19:41
Duration
10m 41s
Contact
Jack Mizrahi
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall47.9% (+1.9)

V2 Grader Summary

The agent correctly identified the recovery key method and provided accurate password requirements, offering a valid non-destructive path for the out-of-warranty MX5500. However, the call lacked full diagnostic follow-through on error 2-2-98 and failed to establish clear next steps or empathy, resulting in partial but not full resolution. Escalation was not required as the agent was actively troubleshooting with appropriate methods.

V1 Case Analysis

Customer (MX5500, out of warranty) received error 2-2-98 when changing admin password. Agent provided access URL and password rules but did not use the recovery key (50347) or resolve the error. Issue remains unresolved.

Troubleshooting Steps
  • Advised to access router UI at http://192.168.1.1
  • Provided password complexity requirements (10+ characters, special character, capital letter)
Key Observations
  • Agent failed to use the provided recovery key (50347) for the Forgot Password flow, contrary to KB guidance for MX5500 password recovery.
  • Customer expressed frustration about prior support failures and app issues, but agent did not acknowledge or de-escalate.
  • Call ended abruptly without confirming resolution or discussing paid-support options for the out-of-warranty device.
  • Agent correctly provided the router access URL (192.168.1.1) and password complexity rules.
Positive Highlights
  • Provided correct local router access URL (192.168.1.1).
  • Communicated accurate password complexity requirements per KB (10+ characters, special character, capital letter).
Agent Errors / Gaps
  • Did not follow KB-mandated recovery-key process for admin password reset despite customer providing the key (50347).
  • Failed to acknowledge or address customer frustration expressed about prior support experiences.
  • Did not confirm whether the password change succeeded or resolve error 2-2-98.
  • Did not discuss paid-support options or escalation paths for the out-of-warranty device.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer reports ongoing error 2-2-98 when changing password and expresses frustration; no resolution is achieved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent correctly identifies the need to change the router password via 192.168.1.1 and mentions recovery key, but does not guide through the actual recovery process or troubleshoot the error code.
R3 Partially Met Correct resolution path conf 91%
Agent acknowledges out-of-warranty status but offers correct non-destructive path (recovery key reset) and correct password policy; however, fails to execute full recovery steps or escalate when blocked.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identifies symptom (can't change password) and asks for recovery key, showing some diagnostic intent, but does not probe error 2-2-98 or confirm root cause.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent references correct local access URL and recovery key method, indicating use of KB knowledge, but does not attempt remote tools or verify admin UI state.
T3 Met No misinformation conf 99%
Password requirements (10+ chars, special, capital, no repetition) and use of recovery key are technically accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent introduces herself and responds to customer input, but lacks clear framing, transitions, or control when customer expresses confusion and frustration.
C2 Partially Met Confirmed understanding conf 85%
Agent uses understandable language and confirms recovery key entry, but does not adapt tone or check understanding amid customer frustration.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent continues the interaction after customer mentions prior agent, attempts to pull record, but does not fully own resolution path or complete handoff to another agent.
O2 Partially Met Proactive follow-through conf 86%
Agent gives actionable advice (use recovery key, meet password criteria) but does not set timeline or confirm next steps if error persists.
O3 Partially Met Closure confirmation conf 84%
Agent asks for phone number to pull record and references prior contact, but does not summarize prior steps or ensure continuity before proceeding.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted — agent was actively working the issue and provided correct non-destructive recovery method.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred and none was warranted — agent was actively working the issue and provided correct non-destructive recovery method.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent remains polite but does not explicitly acknowledge customer frustration or apologize for prior poor experience.
X2 Partially Met Tone & rapport conf 87%
Agent continues engagement and responds to customer’s technical questions but does not adjust pace or tone to match customer’s emotional state.
X3 Partially Met Overall experience conf 85%
Agent avoids unnecessary repetition by building on customer’s input (e.g., recovery key), but does not streamline troubleshooting or prevent re-entry of known details.
Call Transcript13 turns · 14 lines
Speaker 2
Welcome to linkstream 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.linkstream.com. Please have your device serial number ready. For assistance press one now. Please support. Please have your devices 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. [silence]
00:00
Speaker 1
I was just speaking with one of your agents. I don't think it was you, but my uh linksys uh MX 5500 is out of warranty and she sent me to the AI. The AI said I should call back and speak to a supervisor. Uh I was trying to change my password to see if that would make things work and I can't you want to take my password and other than reset. I don't want to reset my I don't know what happens if I reset it. I don't know do I have to configure all the smart devices in my house?
04:00
Speaker 2
Thank you for calling Linksys. This is Carolina, how may I help you? Okay, so if you just want to reset the Wi-Fi password, I'm going to do a Wi-Fi password, but the router password, when you access that 192.168.1.1,oops, there it is. There's going to be a place where it's going to say router password. You just click on that, and it's going to give you an option to change your router password as well as to restart your router. I hope that answers your question. Thank you.
04:00
Speaker 1
It gives me an error message. I have an error message when I, when I do that. It gives me an error message. Uh, let me just uh reset password. Let me do that and do it. It goes around for a while. Uh Nancy, I need that key again. Yeah, the recovery key. spent a lot of time yesterday on this and I'm just very frustrated. 50347. Okay, so I mean it'll go and it'll it'll take me to the screen that says uh put in the password and I'll put in the password. I mean, are there any requirements on the uh type of Okay.
05:00
Speaker 2
A minimum of 10 characters, one like special character and at least one capital letter and no repetition of the characters. Yes, if possible sir. Sir, in case you remember, you called earlier. Can I know your phone number to pull up your record? Okay,
05:00
Speaker 1
Right. Yeah, the problem, yeah, the problem is is that she said I was out of warranty and I was trying to rename my different notes and so forth. I guess I can see here where it might be easier to do. So I'm in here now. So this may be all I need to do, but just for the record. I mean, uh, I used to use the site that was a Linksys Smart Wi-Fi site and I got a message saying that that's been discontinued on your, on the, uh, Google. And then on my app, it just frees. I mean, I'm able to get on the app and it just won't save things. It won't do things that just spins around and it just wastes my time. So, I mean, I don't know, uh, it would seem to me, you know, when I first bought the product, I was just, I was very impressed with how sophisticated the app was, but that was a couple years ago.
07:00
Speaker 2
Okay. While I'm sure, let me just check if I got the correct record here. It's under Mr. Jack Mezarich. And email address is jmesserache@comcast.net. Okay? Uh-huh. Uh-huh. [silence]
07:00
Speaker 1
and not to have any kind of support, mean at least you told me to use 10, you told me to use 10 characters and I couldn't use the same character. So that that helped me. But I had none of that information from your AI or from the other representative. So uh I I should be able to do something with this but uh at least you should tell your people that your app's not working. I have an iPhone, it's a new phone and uh just to pass it on. Hmm. Didn't give me that. No, it gave me an error message. Uh let me see if I can find it on the chat. I gave it to the AI. It was
08:00
Speaker 2
but actually sure with a reset of the password, once it won't work, it will give you um the name, it will give you a prompt sir that um the password's not good. It's didn't it did not uh uh would call this one pass the requirement or the password, it did not give you that message.
08:00
Speaker 1
error 2-2-98
09:00
Speaker 2
Yeah. Yeah.
09:00
Speaker 1
If I want to, yeah, if it gives me an edit option but the app, it was not giving me an edit option or anything so. Okay, well, I think I can work with this and the. Okay, thank you very much. Yeah, we got it. Okay, so I, I think. Okay, Carla, thank you.
10:00
Speaker 2
Mhm. So we, um, yes, sir, because sometimes there are things in the app, um, that probably stops working already. But in this page of the router, there is a direct access to the user interface of your router. So anything you can change it in from here, sir. Mhm. It's much better to use it, okay? So thank you for calling, Linksys Theory. This is Scarlet. Bye for now. [silence]
10:00