V2 Rubric Detail — 3747638e-60f5-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 15:42
Duration
30m 40s
Contact
Derrick Moore
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
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 (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.5/5

V2 Rubric Scores

Resolution2.81/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp1.43/5
Overall69.2% (+19.1)

V2 Grader Summary

The issue was resolved when the customer regained access to the dashboard after password reset and app reinstallation, meeting R1. However, the agent failed to verify warranty status before citing paid support, resulting in a Not Met for R3. Technical accuracy was maintained, but empathy was absent despite clear customer frustration. No escalation was needed, and ownership was properly maintained throughout.

V1 Case Analysis

Customer regained access to router dashboard via password reset using recovery key; child nodes remain blinking red and unpaired. No model/serial collected. Call closed prematurely after paid-support session.

Troubleshooting Steps
  • Advised uninstall and reinstall of the Linksys app.
  • Confirmed phone was connected to main Wi-Fi network (not guest).
  • Guided customer through admin password reset using five-digit recovery key.
  • Verified access to router dashboard after reset.
Key Observations
  • Agent enforced a paid-support charge without verifying warranty status or accessing case history.
  • Long, unexplained hold period (~2 minutes) with no customer update.
  • Successful password reset using recovery key restored dashboard access.
  • No verification of child node status or mesh functionality after reset; call closed prematurely.
  • Repeated, unnecessary instructions about mobile data and guest network despite customer already being on correct network.
Positive Highlights
  • Correctly identified and applied the five-digit recovery key procedure to reset the admin password.
  • Successfully guided the customer to log into the router dashboard, restoring access.
Agent Errors / Gaps
  • Did not collect product model or serial number despite troubleshooting a specific hardware issue.
  • Failed to verify warranty status or access prior case details before imposing a new paid-support fee.
  • Prematurely enforced paid-support requirement without confirming eligibility or issue scope.
  • Provided unnecessary advice about turning off mobile data and avoiding guest networks, which was not relevant to the issue.
  • Failed to confirm that child nodes were successfully paired or functional after guidance.
  • Allowed call to end without validating mesh setup completion or setting a clear next step.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms dashboard appeared and says 'this is what I was looking for' and 'I should be able to carry it from here'; agent confirms issue resolved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent guided app reinstall, mobile data off, and password reset, but skipped model verification, router reboot, firmware check, and local web access as fallback.
R3 Not Met Correct resolution path conf 96%
Agent assumed paid support applies without verifying warranty status; incorrectly stated further support requires $15 without confirming device eligibility.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent asked about app access method and child node serial, but failed to identify model, internet status, or parent node LED state early on.
T2 Met Appropriate tools / resources used conf 94%
Issue was app connectivity; agent used appropriate troubleshooting steps without requiring remote tools or logs, which were unnecessary.
T3 Met No misinformation conf 97%
Instructions to turn off mobile data, reinstall app, reset password via recovery key, and connect to main network are all technically accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent held call and gave steps, but never set agenda, explained process, or summarized—leading to disjointed flow and customer confusion.
C2 Met Confirmed understanding conf 92%
Agent used simple terms, repeated key actions, and avoided jargon, adapting to customer’s non-technical phrasing and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent retained case throughout, performed troubleshooting, and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 95%
Agent confirmed resolution, stated session complete, and closed with clear next steps (no further action needed).
O3 Met Closure confirmation conf 94%
Agent referenced prior paid session and troubleshooting history, showing awareness of previous interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this app-access issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Customer expressed frustration multiple times (e.g., 'Jesus Christ', 'this is becoming frustrated') and agent never acknowledged or empathized.
X2 Partially Met Tone & rapport conf 89%
Agent remained calm but did not adjust pace or tone to customer’s stress; repeated instructions without checking comprehension.
X3 Partially Met Overall experience conf 87%
Customer struggled to find mobile data setting and reinstalled app multiple times—agent could have provided clearer guidance or used web fallback.
Call Transcript49 turns · 52 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 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. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support, or get help from our AI-powered support bot at support.linksys.com. You can also connect via our Support page on startup.linksys.com. This concludes our message. Thank you for calling Linksys support.
00:00
Speaker 1
When you think about from months ago, months ago, what just think about the new précédent that's on the toy with insanely deadly code and using it out to support we sell it while here in Mexico. Derek Moore. So I called a couple of days ago to uh fix my my Linus network and it wasn't all it something went wrong. It didn't go all the way through. Um I don't have access to um the app to be able to um set up my child nods. I have a a mesh network in my house with a um a a main router and then I have three smaller uh note routers. And the app from what they told me something
01:00
Speaker 2
[silence] with other users for tips and guidance at reddit.com/r/Linksys. [silence] Hi. Thank you for calling Linksys. This is Rejean. Can I hold [silence] hold you [silence] today? [silence] Yes. Hello, sir. This is Rejean from Linksys Technical Support. How can I assist you today? [silence] Uh-huh. [silence]
01:00
Speaker 1
I have some old stuff that they don't use anymore, but I just need my system fixed.
02:00
Speaker 2
Okay, now let me just confirm if I'm talking with Derek Moore and your email address is dmotoe69@ tilburymail.com. Okay, so let me just hold this call for three to five minutes for to have or to your check your existing record and also to double check the troubleshooting you did with the previous technician. So, all you need to do is to wait three up to five minutes, okay? To have resources in my end. Thank you.
02:00
Speaker 1
(sighs heavily) Ooh. Hello, hello. yep a child node okay so what about what about the main node do you still need that Okay the last one [silence]
04:00
Speaker 2
Okay, Thank you for patiently waiting. Derek. Okay, can you please provide the serial number of the child node that you're going to add? Derek Derek. Okay. So the last time you called us, it's all about the issue, which is he doesn't have any internet connection. So the previous technician assisted you with the paid support on setting up the parents node. And you called us for a different issue and I would like to set an expectation also that it is or it it is it was a one time support. So if you're going to call us back, then you need to pay another $15 so that we can assist you to set up your child nodes.
06:00
Speaker 1
I didn't use up the whole 60 minutes for the last call. Okay, okay. So, with that being said, I have the Linksys app and that's how I would normally connect and do any kind of administrative work with my network. The app is not working. So how, that's not a part of the node, that's the part of the main network. So I, I did that twice. I
07:00
Speaker 2
But they did expectation, right. That the issue was resolved because your main concern is you doesn't have any internet connection. So before ignition, you successfully set up the router and access the internet and that is a one-time it's non-refundable so further support would require a new paid session. Okay, how did you try to access on the Linksys app? Kindly uninstall and reinstall the Linksys app.
07:00
Speaker 1
All right, stand by, let me try it now, because this this is becoming frustrated. All right, so I'm un installing the Linksys app. Okay, so it's uninstalled. Now, do I need to turn off? Okay, okay, let me go to the Play Store. I'm just saying that there's a confusion. It should be, but let me check. Yep, it's linked to my network. Okay, let me uh reload the app.
08:00
Speaker 2
and then log in using your router password. Yes, please. Then reinstall. But make sure your phone is connected to your Linksys network. Okay, log in or manage your Wi-Fi. [silence] Logged in using router password.
08:00
Speaker 1
Okay, so I was looking for routers on my network and what comes up is open your phone settings, find and tap Wi-Fi. Jesus Christ. Okay, let me turn off the Wi-Fi and turn back on the Wi-Fi. Looking for available networks. So, my network showed up. I'm gonna click the little eyeball to see what the password is. Okay, so my Wi-Fi password showed up.
10:00
Speaker 2
Okay, which means you are not connected to your Linksys network. Can we try to off your Wi-Fi and then turn it on? Then select your Wi-Fi name and enter your Wi-Fi password to connect. [silence]
10:00
Speaker 1
And connect, it says it's connected, yes. All right, let me I don't come on. All right. I guess is doing something. Spin in a circle. Okay. Log in. Looking for routers on your network. I got a feeling the same thing is going to pop back up.
11:00
Speaker 2
Are you connected to the link itself?
11:00
Speaker 1
they did same thing popped back up alright I gotta go back downstairs for that and this this is strange because I was able to log some stuff back onto my network but then other devices say they couldn't detect the network so um something's not right uh okay so the color of the light is blue a solid blue now one of the things that I noticed um for my child nodes when it's connected and everything is good it's like a bluish green color you understand
12:00
Speaker 2
What is the light indicator of the parent node?
12:00
Speaker 1
They're all blinking red because none of them are connected. RI RI. right, right.
13:00
Speaker 2
Yes. What is the light in the kit of your child modes? Yeah, but then when I tried to review the case or the troubleshooting you did with the previous technique in Der, you insisted that you're going to set up the child nodes. That's why you ended up with the paid support. Make sure your mobile data is turned off. Make sure your mobile data is turned off. On your phone.
13:00
Speaker 1
All right. Uh, when you say mobile data, you say mobile data, are you talking to Bluetooth? Okay. And I'm trying to figure out how to get to the most term. Quiet. I'm trying to, uh, Find, where the mobile data is. [silence]. Okay, I'm I'm trying to get to find where the mobile data is so I can turn it off. Um, [silence].
14:00
Speaker 2
It's commonly beside the options of your Wi-Fi, Bluetooth, cellular data, or your mobile data. Make sure it's turned off, so it doesn't have mobile data.
14:00
Speaker 1
Um, I have a laptop. No, I, I, I'm a, I'm a Samsung, I Android user. One cell phone? Yes. I, I don't know too many people that have more than one cell phone. Okay. Again, I, I, I'm not an Apple user. I'm Android and Windows. A laptop, I have a laptop, but it's a Windows laptop. It's not an iPad. I'm in a house by myself. [silence]
15:00
Speaker 2
which we can use to access or to log in on the Linksys app. Can we use a different phone or iPad? No, an iPad phone. So you have only one phone. Uh, how about an iPad? Tablet. Okay, kindly forget the, yeah, forget the network. [silence]
15:00
Speaker 1
Okay, let me try to find out how to turn off my mobile data. [silence] yeah, I'm not finding out. how to all right, Jesus, do a search. [silence] turn off mobile data android. [silence] It's right there. Okay. On the Android I think it's two arrows that oppose each other, one is down, one is up. I think that's the mobile data. [silence] Uh, I'm sorry, say again. Yes. I deleted it and reinstalled it.
16:00
Speaker 2
yes, ma'am here, turned off your mobile data, okay, then did you actually deleted it earlier, did you deleted the linksys app earlier, okay, that's a good, can we open the linksys app, make sure it's turned on, and on the mobile data, alright, you can open it now.
17:00
Speaker 1
Okay, just a second. Okay, just a second. All right. So, let me close out of this and open it up again. All right, I'm trying to open the link just again and it's taking a while. Okay, logging and I used you
18:00
Speaker 2
Linksys smart Wi-Fi. [silence] Shows Linksys smart Wi-Fi. [silence] Logged in using router password. [silence]
18:00
Speaker 1
So I'm trying to, this is connected to my guest network, which I don't want at this time. So, let me. Right, right. I'm, Yes. Right. I'm, yes. I'm, I'm doing it. So it's asked me to load or put the password back in. Hold on. Okay. It shows that I'm connected to the network.
20:00
Speaker 2
for your guest network, because you cannot access the linksys app if you are connected with your guest network. Make sure you are connected to your main. [silence]
20:00
Speaker 1
Okay, so I'm going to my apps, look for the Lynxus, Lynkys icon pushing it. [silence] Okay. All right. So already using a Lynxus product. It has log on. I'm sorry, log in, and then below it has have a new Lynxus product launch setup. [silence] Yes, it for some reason is not letting me do, it automatically pushes me. It says looking for routers. [silence]
21:00
Speaker 2
Okay, can you please log into the Linksys? Okay, logged in. Go back to the log in page and then select router. [silence]
21:00
Speaker 1
OK uh on install the app right and I uh so I uninstall the app all right I think I just deleted it [silence]
22:00
Speaker 2
It's at the latest version of the Linksys app, sir. Can you please try to delete that one and then go back to download that app again? Yes. And then try to log in, look for the Linksys app that shows smart Wi Fi.
22:00
Speaker 1
yeah I that's been deleted so do I need to download it again all right let me put that in specifically says okay it says linksys smart Wifi app okay sure enough so there's other ones that says linksys app for Android but you said linksys smart W [silence]
23:00
Speaker 2
okay, download the Linksys app that shows the smart wifi okay, that's it no, Linksys app will the the wifi that's it
23:00
Speaker 1
about this app control your Linksys smart wifi products all right um let me go out of this and look just one more time to make sure Linksys smart wifi app disconnecting is installing OK so it automatically opens OK all right [silence]
24:00
Speaker 2
Then select router, manage your Wi-Fi.
24:00
Speaker 1
select okay router password that's what came up ow it keeps jumping hate it first one dang all right me tryian all right login on a password it's a taffle okay router password oh am i verifying it okay
25:00
Speaker 2
Okay, then enter your router password. [silence]
25:00
Speaker 1
$selling used a incorrect password what the hell I'm saying? reset password okay enter recovery key right right I got yes I have all that written down okay new password this is a Wi-Fi password it says reset router password
26:00
Speaker 2
Click reset for forgot password. So that we can avoid to locked out. proceed to reset for forgot password. Then create a new one. yes. okay the recovery key is labeled on the bottom of the main router. five digit number. Router, it is actually... it is
26:00
Speaker 1
Okay, all right. I got it. [silence] That says, your past work can't have the same character twice in a row. [silence] Sure. [silence] Okay. [silence] Got to put a hint in.
27:00
Speaker 2
actually different from your Wi-Fi password, so it will not affect your Wi-Fi password.
27:00
Speaker 1
web page changes, securely logging you in, getting router settings, okay, now the dashboard actually showed up this is the first time I've been able to see this since I talked to the first person, okay it shows that I have one node but 20 devices. I got a lot of devices that depend on this network.
28:00
Speaker 2
Okay, proceed to get a router settings. Okay, so on adding the child module, he's been also to make sure that the child nodes are placed 30 to five feet away from each other and also from the main router.
28:00
Speaker 1
right right I got you okay so and um in review I appreciate your help and I appreciate your patience thank you very much for that this is what I was looking for being it being able to get back to this dashboard now once I got to this dashboard I can do everything from him from here under the administrative tab so to speak so this is what I needed to see I hope not I'm hoping I should be able to carry it from here because once I see your screen I should be able to do everything go ahead I'm sorry yeah that I've I've done quite a few times before so I can uh I can do that [silence]
29:00
Speaker 2
Okay, so is there anything else that I can help you with? Uh, and, uh, would you like me also to assist you on adding the child notes here or you can do it on your own? Okay. So, by the way, your paid session is now complete. So we've provided troubleshooting and the issue has been resolved. [silence]
29:00
Speaker 1
I got you I understand thank you you too all right bye bye what's the problem with okay okay [silence]
30:00
Speaker 2
So this is one time share and unrefundable session, so further or further support would require a new paid session, okay? That. Thank you so much for your time, Derek, and have a great day. Take care. Bye. You're welcome. Bye. I may now end this call for Mr. Thank you.
30:00