V2 Rubric Detail — 35427326-6366-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 18:16
Duration
11m 22s
Contact
Andrea Sefrit
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132637
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Access Web UI Through Email and Password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall3.6% (-28.4)

V2 Grader Summary

The agent failed to resolve the customer's cloud account password recovery issue, provided inaccurate technical information, and pursued an irrelevant troubleshooting path. While some empathy was shown regarding security concerns, the overall interaction lacked proper diagnosis, tool use, escalation, and clear next steps, leaving the issue unresolved.

V1 Case Analysis

Customer unable to receive password-reset email for Linksys cloud account; agent provided incorrect local access guidance (default password 'admin', incomplete URL) and did not resolve issue.

Troubleshooting Steps
  • Collected model and serial number.
  • Suggested accessing router via local web UI with incomplete URL.
  • Provided incorrect default admin password ('admin').
  • Gave misleading reassurance about remote access being disabled.
Key Observations
  • Agent incorrectly claimed MR2000 has no remote access due to EOL status (contradicts KB).
  • Provided wrong default admin password ('admin' instead of blank for MR2000).
  • Failed to complete the local access URL (only said 'http colon...').
  • Did not guide customer through recovery key process or email verification for cloud account reset.
  • Introduced irrelevant mesh-node pairing discussion early in the call.
Positive Highlights
  • Collected model, serial number, and ISP as required.
  • Repeated and confirmed serial number clearly using phonetic alphabet.
  • Maintained a calm and empathetic tone throughout the call.
Agent Errors / Gaps
  • Incorrectly stated MR2000 has no remote access due to EOL status ([05:00]; contradicts KB).
  • Provided wrong default admin password ('admin' for MR2000; KB states blank password) ([06:00]).
  • Failed to complete the local access URL (only said 'http colon...') ([07:00]).
  • Did not verify customer's email address or guide through recovery key reset process (KB-mandated for cloud account recovery).
  • Introduced irrelevant mesh-node pairing instructions at the start of troubleshooting ([01:00]).
  • Gave misleading reassurance that remote hacking is impossible, based on incorrect technical premise.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the cloud account password issue or provide a working solution; customer left without access to their account.
R2 Not Met Diagnostic thoroughness conf 94%
Agent skipped relevant troubleshooting (e.g., email verification, spam folder check) and instead instructed a factory reset, which is unrelated to cloud account recovery.
R3 Not Met Correct resolution path conf 95%
Agent pursued an incorrect resolution path (router reset) instead of guiding through cloud account recovery steps or escalating to appropriate support.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent failed to identify the actual symptom (password reset email not received) and asked irrelevant hardware questions instead of diagnosing account access issues.
T2 Not Met Appropriate tools / resources used conf 91%
No tools were used to verify account status, email delivery, or cloud service availability; agent relied solely on verbal instructions without system checks.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated default cloud password is 'admin' and claimed remote access is 'impossible,' both technically inaccurate per KB documentation.
Communication
C1 Not Met Clear & professional language conf 92%
Agent failed to set clear expectations, gave confusing instructions, and lost control of the call by introducing unrelated topics like router resets.
C2 Not Met Confirmed understanding conf 91%
Agent used technical terms without explanation and did not adapt to customer's security concerns or confirm understanding of local vs. cloud access.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent shifted responsibility to customer for resetting hardware rather than owning the account recovery process.
O2 Not Met Proactive follow-through conf 92%
No specific next steps, timeline, or follow-up plan was provided for resolving the cloud account access issue.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 89%
Agent did not escalate to account recovery support despite clear need for specialized handling of cloud account issues.
E2 Not Met Escalation prep & handoff conf 89%
No escalation occurred, so correct team assignment, detail transfer, and customer notification were not executed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered reassurance about router security, which addressed customer's fear of remote hacking, though failed to acknowledge frustration over missing reset email.
X2 Partially Met Tone & rapport conf 84%
Agent attempted to explain local access limitations and provided some comfort about security, showing partial adaptation to customer's anxious tone.
X3 Not Met Overall experience conf 93%
Customer was asked to repeat serial number and attempt irrelevant factory reset, adding unnecessary effort without advancing resolution.
Call Transcript20 turns · 20 lines
Speaker 1
Hi, I was trying to get into, um, update.
00:00
Speaker 2
Welcome to Lynx 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.lynx.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, the paid support option may be available depending on the issue. Hi, thank you for calling Lynx. This is [link supplies technical support]. My name is Daylin. How [can] I help you today?
00:00
Speaker 1
my password and my account because I recently had my social security compromised, so I'm changing everything. And the one I have written down is not working. And I hit the forgot password link and it said you guys are going to send me an email, and I did not get the email to reset the password. So I was wondering if you could help with that. Um, and like, my main account, I guess, um maybe I'm trying the wrong place to log in, but it's like, yeah, just the account the password for my account, not the password to get on my Wi-Fi. Um, okay. Yeah. Oh, okay. So, like, maybe I couldn't even get in.
01:00
Speaker 2
Now, um, for us to add this note, you, uh, plug into the parent node, or domain, doesn't that mean just... ... Hmm. You add the stuff? Yeah. And, whoa, can you move it a little bit, sir? Like, so we can put the node that we need. Okay, uh, are you referring to the Linksys app? By any chance? It's okay. Just from a mobile. Okay. You can, need to. I see. Hmm. Hmm. Well, um, let me just run some verification with you, ma'am, because actually, um, there are models of routers that were um, already removed. I mean, the access for the remote access was removed. Hmm. So, it might be...
01:00
Speaker 1
[KEEP_UNCERTAIN] Yes, that's correct. Yes, that's correct. Yeah, well, I'm looking at the box and there's a - on the bottom, it has like a but your UPC with like three different barcodes. How do I know which is the do I know what no letter to start with or Oh, here it is marked. Yes, it's off to the side in the black. I'm sorry. Yeah, the serial number is five. I think that's a zero. Or no, I'm not sure. uppercase U, 10 M 15 C 0 9 0 86. [silence]
03:00
Speaker 2
I is secreted 8 1 4 gmail.com All right. And then your phone number is 980 6222630. Got it. Now can you provide me the model number and the serial number of your links this router. hold on. Hold on. Um, I can provide you me the serial number instead. Uh normally it has the this, uh letter S/N. Yes. Uh-huh. I'm gonna try to. Uh to press the reset button. Mhm for at least 20 seconds holding press the reset button. Um, [silence] Um [silence] [silence] I know we [silence] Um, [silence] be right [silence] back. [silence] It's [silence] it's um contin/blobbing [silence] real hard.
03:00
Speaker 1
Okay. Mm-hmm. Mm-hmm. Yes, that's correct. It's, Spectrum. [silence]
04:00
Speaker 2
Alright, let me just repeat that one. Miss Andrea, that's 5U for uniform, 10M for Mike, 15C for Charlie, 09086. All right, thank you so much for that. And may I also know who's your internet service provider? Spectrum. All right, got it. Okay, let me just notate everything here. Okay, so spectrum. All right, so just to set your expectations, um, miss Andrea, the links sys device that you have right now, uh, this MR 2000 is actually already part of.
04:00
Speaker 1
Okay. Yes. Yeah, I just tried it through the web browser on my phone. Yeah. [silence] Okay.
05:00
Speaker 2
uh of our end of life devices uh which means we no longer manufacture this one and update its firmware so um well if you cannot access the the web user interface if you're referring to the web UI did you open the the or did you login through the web browser? okay so um if uh by chance that the uh the email and password doesn't work you can access it locally instead because um unfortunately we had a rollout for this model a series and um the the cloud manager accounts were were um removed so technically you can just access the router through
05:00
Speaker 1
you mean like if I just plug what I'm sorry, I don't mean to be dumb, what is that? How would I do that? Oh, okay, just like what I would get you to get on the Wi-Fi, I would just enter that, that that password. Yeah, maybe maybe I should do that just to be safe, or in case I need to go on there, um, and I'd probably like to update the password, so it's not, but are you saying like somebody couldn't remote hack this? in other words, Or Okay. That's, that's really my main concern.
06:00
Speaker 2
local access or locally. Yeah, no. Um, so, so instead of uh instead of using the email and password, you just have to enter the router password. Okay. So um, yeah. Ok, um. Yeah, but um it's actually different password. Um, by default uh the password is just admin, all lowercase. But if you want um I can walk you through now uh try to access it. [ silence ] Ah yes. No, they can't remote access it as because um, well that that.
06:00
Speaker 1
Just because I was hacked, I was just, yeah, like so if I could only get in it from my house, then I think I'm okay with it. [silence] Okay. Okay. Okay, I think that's probably pretty safe then, but but maybe you should walk me through it, just in case I would need to go on there and disable anything. I guess, yeah, just just to be safe if you don't mind. [silence] Okay. Okay. Okay.
07:00
Speaker 2
Oh, okay. I see. Yeah, cause, actually, they can't remote access it unless, um, they know the, the password or they have opened a port to your access, sort of like that. Um, also, they can't access it locally if they're not connected to the Wi-Fi. Yeah. Uh-huh. Sure, sure. No problem. So, just, um, try to open a browser and then on the, um, on the browser, uh, on the address bar, I'm sorry. Uh, you type in http colon.
07:00
Speaker 1
Let's see Internet just went down. It's just spinning. It's Yeah, it says site can't be reached. Unexpectedly close the connection. Let me see if anything else is working. Yeah, other websites are working. Um, it is normally, but I unconnected it before I called you because I was just being cautious about this whole, yeah, like I wanted to get in and check my, change my password and all that, in case it, oh, no, no, but I'm on my computer. I'm on my, I'm on my computer with the, um, that's where I'm trying to reach it from. Um, uh, and that is on the Wi-Fi. Yeah, yeah. But it. It is and it, it is, yeah, and it's not reaching that. It just spins. It says the site can't be reached. Unexpectedly close the connection.
09:00
Speaker 2
is uh... yeah is your phone connected to the Wi-Fi? Oh. Oh. I see. Yeah. That's... actually, yeah. Actually you cannot access the device locally. Oh, okay, okay. So the computer is connected to the... Wi-Fi? Is it connected to the Wi-Fi? And it's just spinning.
09:00
Speaker 1
[DOWNWEIGHT] Connection. Yeah. So, I don't know. But I mean, I don't, I don't need to. Like I said, it's not like I necessarily need to get on there. It's not something I do regularly. I was just going to update the passwords that no one could hack it and get in it since I was updating all my passwords for all my accounts. So if you're if you're saying no one can do that from remote, then I think we're good. Okay. Right. Okay. Okay. Okay. That works then. I'll just I'll just go with that. Um, thank you for reassuring me on that. Okay. I could get into.
10:00
Speaker 2
yeah Mm-hmm. Mm-hmm. I see. Yeah, uh, I can I can really assure you, um, uh, ma'am that uh, it won't be, you know, compromised because technically, they, they don't know exactly the password to get into the web user interface. Mm-hmm. I see. Uh alright. Mm-hmm. Anyway, if and then in case if you feel like, something got into, but that's really possible, I mean impossible that someone will be able to get into your router settings.
10:00
Speaker 1
Okay. Okay. Yeah, yeah. It makes sense more if it was like a remote account, but since that one's kind of disabled anyway, then I think we're we're good. So, okay. All right, well thank you so much. Okay. You have you too. Bye bye. Okay. Thank you. Bye bye.
11:00
Speaker 2
yes. yes. okay. ah yes. you're very much welcome Ms. Andrea. ah right. so have a great day. I guess that would be all for now. alright bye for now.
11:00