V2 Rubric Detail — 37bd738a-69ba-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 19:33
Duration
22m 25s
Contact
Ray Manahan
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133654
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cant access UI

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall64.6% (+8.6)

V2 Grader Summary

The agent correctly diagnosed the login issue, identified the MR9600 model, and guided the customer through the recovery key reset process — the proper non-destructive path. While the resolution was not confirmed, the troubleshooting was logical, technically accurate, and aligned with KB guidance for out-of-warranty devices. The interaction lacked strong empathy and call framing but avoided critical errors.

V1 Case Analysis

Customer unable to log into MR9600 admin UI. Agent initially denied model existence and gave invalid URL (linkis.com). Correctly guided to use ipconfig to find 192.168.1.1 and advised recovery key reset, but did not verify success. Customer declined paid support; call closed with self-help guidance.

Troubleshooting Steps
  • Guided customer to open Command Prompt and run ipconfig to find default gateway (192.168.1.1)
  • Instructed customer to browse to 192.168.1.1 for admin login
  • Explained admin password usage and recovery-key reset process
Key Observations
  • Agent initially denied MR9600 model exists, contradicting KB and causing confusion
  • Provided invalid URL (linkis.com) instead of myrouter.local or 192.168.1.1
  • Failed to collect serial number or verify warranty status despite relevance
  • Did not confirm whether password reset succeeded before ending call
  • Misleading statement about router being 'out-of-box' implying no further support available
Positive Highlights
  • Correctly instructed customer to locate default gateway via ipconfig
  • Accurately explained recovery-key password reset process for SPNM-style routers
  • Identified that admin password matches Wi-Fi password for this model
Agent Errors / Gaps
  • Stated Linksys does not have an MR9600 model – factually incorrect
  • Provided invalid URL (linkis.com) for router login
  • Failed to collect serial number or verify warranty status
  • Did not confirm password reset success before ending call
  • Misleading statement about router being 'out-of-box' implying no further support

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Agent guided customer to recovery key reset path, which is the correct non-destructive method, but did not confirm completion or success of the password reset.
R2 Met Diagnostic thoroughness conf 95%
Agent correctly identified login issue, verified model (MR9600), guided customer to find local IP via ipconfig, and directed to use recovery key — logical, sequential troubleshooting aligned with KB.
R3 Met Correct resolution path conf 94%
Agent pursued best-effort troubleshooting for out-of-warranty device (MR9600), offered correct recovery key path instead of factory reset, and did not dismiss due to age/warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent confirmed model (MR9600), identified symptom (can't log in), guided to local IP, and directed to recovery key — logical diagnostic flow consistent with forgotten password protocol.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent did not use remote tools, but the issue (local login) could be resolved via guided steps; agent correctly relied on KB-backed verbal instructions for recovery key, which is acceptable when remote access isn't possible.
T3 Partially Met No misinformation conf 88%
Agent correctly directed to 192.168.1.1 and recovery key process; minor inaccuracy in implying Wi-Fi password might be admin password, but did not prevent correct path.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic call flow and guided through steps, but lacked strong framing, had awkward pauses, and did not clearly manage transitions or expectations.
C2 Partially Met Confirmed understanding conf 85%
Agent adapted to customer’s use of Windows 11 and guided through CMD despite confusion; used simple terms but missed confirming understanding at key points.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent initially questioned model validity but corrected course and stayed with customer to guide recovery key process without transferring or abandoning.
O2 Partially Met Proactive follow-through conf 85%
Agent instructed customer to find recovery key on router label and reset password, but did not set a follow-up or timeline, leaving next steps incomplete.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and agent pursued correct resolution path.
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 85%
Agent remained polite and professional but offered no explicit empathy or acknowledgment of customer frustration; tone was neutral, not dismissive.
X2 Partially Met Tone & rapport conf 87%
Agent adjusted to customer’s pace and repeated instructions (e.g., CMD search); maintained engagement despite confusion, though could have checked comprehension more actively.
X3 Partially Met Overall experience conf 85%
Agent required customer to perform multiple steps (CMD, IPConfig, browser entry), but these were necessary; no avoidable repetition, though remote session could have reduced effort.
Call Transcript36 turns · 38 lines
Speaker 1
and I can't seem to log in. [silence] Oh, yes. Somehow you seem to have changed everything around, and I can't seem to log in. Okay, I'm going to try [continue with login, cannot try now]
00:00
Speaker 2
Welcome toLinksys 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-wanta products, paid support may be available depending on your issue. To hear more about your service option, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-want product, paid support option may be available depending on the issue. Hi, thank you for calling. This is, this is G. I'm going to help you today. [silence]
00:00
Speaker 1
Well, I just like to get in so I can check my passwords and so forth. But, well, I don't have my serial number. It's an M9600, version two router. M as in Mike 9600 C2. Yes. [silence]
01:00
Speaker 2
you can't log in on your router. And I know what specific settings you wanted to change, sir. hmm, I see. may I have the serial number? yes, go ahead, sir. I'm sorry, what's the device? version 2. okay, let me just check on the unit, sir. okay. this is a lynxis router, sir, right?
01:00
Speaker 1
Well, I have one and it says . Hmm? Yeah, that's the model. That's what it says. It's M-9600 V2. Now, it's a few years old, so maybe it's out of warranty, and that's why you don't have it.
02:00
Speaker 2
sir, uh, we don't have a m9600 router, sir. Are you sure this is the model? Are you sure this is the model number, uh?
02:00
Speaker 1
Hello. Well, it's not a current model. It's a few years old, and it works fine. There's nothing wrong with it. It connects me to the internet. It connects my Wi-Fi network. I just can't get to the router.
03:00
Speaker 2
Yes, hello, sir. Unfortunately, we don't have an M9 device.
03:00
Speaker 1
And Linksys has this new Velop system. I'm not sure what that's all about, but I used to be able to just log into Linksys smart Wi-Fi and then put in my router SSID and password, but now it doesn't do that. So you don't know why that might be. And you can't even find my router. [silence] Is that because it's an older router? [silence] No, that's exactly what I wrote down. [silence] M 9600 V 2
04:00
Speaker 2
Um, actually, no, sir, since you might miss one letter or one number on the name.
05:00
Speaker 1
Well, maybe I wrote it down wrong. [silence] Oh, maybe it's MR-9600v2.
06:00
Speaker 2
Ma'am, is it a MR 9600? Are you? Uh.
06:00
Speaker 1
I just want to log into my router, which I used to be able to do. I have the, well I used to login at linkis router.com or whatever it is. Linkis.com
07:00
Speaker 2
MR-9600 version 2. So what you wanted to do, sir, is to get through the settings of your Linksys and check on some other features, right? Some of the settings. I'm on. How do you log in, sir? Linksysmart.com. Okay. Yes. Okay, so this Linksysmart.com. This is no longer working because this was discontinued. So for your MR-9600, sir, the other way for you to get into the user interface is uh
07:00
Speaker 1
Well, I don't know what that is. Comcast or Xfinity? [silence]
08:00
Speaker 2
Who is your internet provider, sir?
08:00
Speaker 1
find out what the local IP address is for my router. Hello? Oh, I guess what I need to, I need to get my, my router's local IP address, don't I? Uh, Xfinity or Comcast, they're both. Okay. Oh, I've done that. And it so far, I've done it. I had to get my router's local IP address. I know whether it's Xfinity or Comcast. I think it's Xfinity is because I know it works okay. I'm going to do is to see try to get it.
12:00
Speaker 2
I have. Hello, sir. I have a see sorry for that. Yes. Yes sir. Who's your internet provider sir? Zo. okay. Yes. Okay. You can try this number sir. 192 1 68. 1 1 1. [silence] I have a T 1 6. [silence] 5 3. [silence] 1. [silence] 8. [silence] linkedin .
12:00
Speaker 1
doesn't work? yes. Oh, I'm using the, uh, when my, my, my uh, my computer. My desktop computer. Uh, it's connected. I believe it's by Wi-Fi.
13:00
Speaker 2
okay let me just check on this sir Xfinity right okay what device are you using right now sir to get through the settings computer? okay is your desktop connected via WI-FI sir or um is it just not connected? hmm via Wi-Fi okay can you go two
13:00
Speaker 1
Settings on my computer. Windows 11. Uh, it's a Windows machine. Well, it's a control. There is no command prompt. That I'm aware of. Oh, it's control tab.
14:00
Speaker 2
the the settings sure the the settings sure yes you're using windows or Mac windows oh okay how about command prompt sure do you know how to use command prompt there should be command prompts on this sure can you check underneath sure on the bottom of your computer screen you have there you have there this search tab just beside the the windows button sure
14:00
Speaker 1
Yeah, control what? Well, my keyboard doesn't seem to have a command prompt. But it has a Windows prompt. There's a Windows prompt. Yeah. Okay. So, what do I do with that? Yes. So, what do I search for?
15:00
Speaker 2
[silence] no sir, command prompt. uh sir can you check underneath sir. Yes sir. Tap the windows button. Yes sir. Tap on that sir please. Then there's a search tab sir. Okay on the CMD sir. Search for CMD. [silence]
15:00
Speaker 1
I'm prompted. Now what do I do? Yes, I've got that. Okay.
16:00
Speaker 2
Yes, you will see command prompt, right? The black screen. Yes. Okay, sure. On the black screen, can you type IP Config. IPConfig, all lower case. Okay. On the IP Configs, you will see the default gateway. Do you see default?
16:00
Speaker 1
yes, I do it's 192,168,1,1. okay, so now what do I do
17:00
Speaker 2
[silence] Okay, [silence] yes, if you will go to a browser and type that number on the address bar, it will route you to a Len's page. Then you can log in.
17:00
Speaker 1
Says, log in admin. Okay. [ silence ]
18:00
Speaker 2
Okay, um, sir, you type it on the search tab, sir, type it on the address bar instead. The bar on the top, sir, the long one. Um, same number, sir.
18:00
Speaker 1
Ah ah, now it says access. And it says access repeo. So will I? Well, let me just try that. Oh geez, it says incorrect invalid password.
19:00
Speaker 2
Yes, sir. That's it, sir. Okay. Okay, sir. So that's it. That's how you can get, yes, that will be the same password that you usually use to connect here or to log in, sir. That's okay, sir. That's okay, sir. There's an option to log in.
19:00
Speaker 1
I don't say oh reset password, okay. It says enter recovery key. Oh, I have to get the router and look look for it there. Okay, I'll do that. [silence]
20:00
Speaker 2
kindly check your underneath. You have reset password, too. yes, there's a reset password option. Okay, so you can see that on the bottom of your computer screen, I'm sorry, your router rather, sorry. yes, that that's underneath there. Yes. Okay. Anyways, sure, uh, yep. Since, um, you were able to get through the settings, there and, uh, yeah, that's the only thing we can do there for this device is this is already an out-of-box router.
20:00
Speaker 1
Ray inahan, M-I-N-E-H-A-N. It's actually Raymond, R-A-Y-M-O-N-D. inahan, M-I-N-E-H-A-N. R-A-Y-M-I-N at Comcast dotnet. [silence] Very good. Thank you very much. I will. you too. Bye.
21:00
Speaker 2
and then retry, the, sorry, type the number and create a new password and you'll be able to get through the settings of your device. You're welcome, sir and you have a good day, please stay safe. Bye-bye, sir. [silence]
22:00