V2 Rubric Detail — 2e7a27da-7957-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 16:24
Duration
9m 17s
Contact
Charles Pailthorp
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Genbear April Cantere
HappyFox Case
#GI00006621
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Nokia Router

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol4.00/5
Efficiency4.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall84.4% (+24.4)

V2 Grader Summary

The agent correctly diagnosed the post-factory reset authentication issue and guided the customer through recovery key password reset, resulting in confirmed resolution. Technical accuracy and ownership were strong, though communication could have been smoother. No critical failures; empathy was minimal but not absent, warranting Partially Met on X1 rather than Not Met.

V1 Case Analysis

Customer reset MX5500; app could not find router. Guided through admin password reset via recovery key; issue appears resolved.

Troubleshooting Steps
  • Confirmed device model (MX5500).
  • Instructed use of "Forgot password" on myrouter.info with recovery key.
  • Assisted customer in setting a new admin password.
Key Observations
  • Agent mispronounced "Linksys" as "Laces" [03:00], which may have caused minor confusion but did not block progress.
  • Agent incorrectly stated the customer would not need the password for future app logins [07:00], which is false for LinksysNOW devices.
  • Agent gave irrelevant instruction to turn off cellular/5G data [03:00], which is unnecessary for accessing myrouter.info.
  • Agent did not verify app connectivity after the password reset, leaving resolution unconfirmed.
Positive Highlights
  • Correctly identified the product model as MX5500 [02:00] and confirmed it via case lookup.
  • Accurately guided the customer to use the five-digit recovery key on myrouter.info to reset the admin password without performing a factory reset [04:00–05:00], preserving settings.
  • Provided clear, step-by-step instructions for the password reset process and maintained a polite tone throughout.
Agent Errors / Gaps
  • Stated the customer would not need the admin password for future app logins [07:00], which is factually incorrect — the Linksys app requires the admin password to log in after a router reset.
  • Provided an irrelevant instruction to turn off cellular/5G data [03:00] — accessing myrouter.info only requires Wi-Fi connection, not disabling cellular data.
  • Did not confirm that the app could now locate the router after the password reset, missing a critical validation step.
  • Mispronounced 'Linksys' as 'Laces' [03:00], which, while likely an accent artifact, could impair clarity if misunderstood.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'Now I see the system. OK, that all looks good.' and 'All right, well, I think I'm fine.'
R2 Met Diagnostic thoroughness conf 92%
Agent guided recovery key password reset after factory reset, a necessary and targeted troubleshooting step aligned with KB procedures.
R3 Met Correct resolution path conf 95%
Selected correct path—password reset via recovery key—for post-factory reset scenario, consistent with universal_password_login.md.
Technical Accuracy
T1 Met Technically accurate info conf 89%
Identified root cause: post-reset disconnection from app due to lost credentials; asked for serial number to confirm model, then applied correct recovery procedure.
T2 Met Appropriate tools / resources used conf 93%
Used account lookup tool to verify MX5500 model and ownership, ensuring accurate guidance based on product-specific behavior.
T3 Met No misinformation conf 97%
Provided technically accurate instructions: default password is 'admin', recovery key on label, need to set new password—all per universal_password_login.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced themselves but had long silences, unclear transitions (e.g., abrupt shift to app login), and no explicit framing of process or timeline.
C2 Partially Met Confirmed understanding conf 82%
Agent used 'Laces app' instead of 'Linksys app'—likely ASR/accent artifact—but context made intent clear; otherwise adapted language appropriately to task.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and remained on the call until customer confirmed success.
O2 Partially Met Proactive follow-through conf 84%
Agent offered general 'call us back' but did not specify next steps if issues recur or confirm ongoing app functionality.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent remained professional and solution-focused but did not explicitly acknowledge customer effort or frustration—minimal empathy shown, though not dismissive.
X2 Partially Met Tone & rapport conf 83%
Agent maintained pace of interaction and kept customer engaged through resolution; minor communication hiccups (e.g., 'Laces app') did not break continuity.
X3 Met Overall experience conf 94%
Agent avoided unnecessary repetition, used recovery key method efficiently, and resolved issue without requiring customer to perform redundant or avoidable steps.
Call Transcript16 turns · 17 lines
Speaker 1
yes, earlier this morning, we uh reset my Linksys system and got it all working fine. Mm-hmm. when I open the app, um it's not finding my router. I reset, yeah, I reset the parent and the two child nodes this morning. Everything has a solid blue light. Everything seems to be working.
00:00
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] Hi, thank you for calling Linksys. This is G. How can we help you today?
00:00
Speaker 1
Okay.
01:00
Speaker 2
I see. That's because your, right after you reset the device or the router, this will go back to default. And this will erase all data that are associated to it. Especially your Linksys app will be disconnected. Anyway, I can, I know, why you're sure you're, let me walk you through on how you can get it back up and running. Before I proceed, do you have the serial number sure of your Linux, please? [silence]
01:00
Speaker 1
This serial number is four three K. 10 M 250. O2 maybe 443. I think the case number was 6621. I have to look at them.kti. That's right. Good one. Yeah. [silence]
02:00
Speaker 2
OK, let me just pull up your credit. Let me just, I'm sorry, um, check on your account, OK? Um, I believe string that's 6 to 1. This is under Charles and Sir Charles Sir. Sir. Okay, got it sure. So, yeah, I was able to pull up a record and you have a MX 5500.
02:00
Speaker 1
Correct. Yes. I'm sorry, I look at the Wi-Fi settings and my phone is connected to my Wi-Fi. Okay. Let's enter your router password. [silence]
03:00
Speaker 2
And your internet providers or a service right? Okay, got it. Thank you. Okay. So what we will do right now, sir. Uh, we will make sure that your phone is connected to your Wi-Fi network only. If you have your cellular data turned off or your 5G network turned off, uh, turned on, please turn it off. Okay. Okay, that's good. So, open your Laces app, please. Okay, by default, sir, username or password is admin or lowercase.
03:00
Speaker 1
Okay. Then it says reset. It says reset password, incorrect password. Enter your router password. Okay. And I'm gonna get a recovery key. On the bottom of my router. Yes.
04:00
Speaker 2
Okay. Uh can you reset? Yes, can you reset password? Sure. Please. Yes.
04:00
Speaker 1
Okay. Now it says new password. So I put in my own password, correct?
05:00
Speaker 2
Okay you, you have to create your own password now, sir. Yes, any password that you prefer.
05:00
Speaker 1
OK, it. since it's applying the changes. Yes, OK. So now I see the system. OK, that all looks good. Now, I won't need to use that password when I open the application the next time. All right, well, I think I'm fine. Thank you. Say it again, please. And the case was, was it 62 or 66 or 62, 61? Six two, six was. Six one ending. Okay. Good. All right. Thank you very much.
07:00
Speaker 2
Okay. Well, that's good to know, sir. If you need further assistance, then don't hesitate to call us back, sure. Okay. Yes, if you need further assistance and you're in the system now, sir, she will take a call us back. Uh, you can actually use the 6261 ending, sure.
08:00
Speaker 1
Thank you. All right. Thank you again. Thank you.
09:00
Speaker 2
thank you, sir. Uh have a good day, please stay safe and uh by the way, sir, just in case you forget your ticket number, you can also provide us just your email address. Have a good day. Stay safe, sir.
09:00