V2 Rubric Detail — 388f5e0a-6031-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 16:19
Duration
24m 12s
Contact
Zehra Kizilgoz
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132266
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: access Linksys app
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall79.4% (+23.4)

V2 Grader Summary

The agent successfully resolved the customer's inability to access the Linksys app by correctly using the recovery-key method to reset the admin password. However, the agent provided materially incorrect technical guidance about password complexity requirements, which contradicts documented policy and constitutes a technical inaccuracy. Despite communication inefficiencies and lack of empathy, the outcome was fully resolved with ownership maintained throughout.

V1 Case Analysis

Customer (Zehra) unable to log into Linksys app. Used recovery key to reset admin password. Customer reported seeing devices but login not explicitly confirmed. Incorrect password uniqueness rule provided.

Troubleshooting Steps
  • Collected router model and serial number after repeated attempts.
  • Instructed use of recovery key from router label to reset admin password.
  • Guided creation of new router password with incorrect uniqueness requirement.
  • Asked customer if devices were visible in app but did not confirm login success.
Key Observations
  • Agent incorrectly stated that each character in the password must be unique and cannot repeat (19:00–20:00), contradicting KB.
  • Repeated misreading of serial number (e.g., '72D4 David, 12M4 Mike') caused confusion and delays (03:00–06:00).
  • Agent failed to confirm successful login after reset; relied on 'seeing devices' as proxy (21:00).
  • Long silences and disorganized flow reduced efficiency and clarity.
  • Customer provided email address phonetically but agent did not confirm or use it for follow-up (11:00).
Positive Highlights
  • Identified correct recovery-key password reset process for SPN-MX20 (17:00).
  • Confirmed router is online via solid blue LED (12:00).
  • Provided basic guidance on removing old devices from app (22:00).
  • Offered ticket number and mentioned email follow-up (23:00).
Agent Errors / Gaps
  • Incorrect password composition rule: stated characters must not repeat (19:00–20:00).
  • Repeated misreading of serial number, causing customer confusion and rework (03:00–06:00).
  • Failed to confirm successful login after password reset (21:00).
  • Did not confirm customer email for follow-up despite clear phonetic spelling (11:00).
  • Poor call control with long silences and overlapping speech.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed customer regained access: 'you can now view your app' and 'everything's good now'.
R2 Met Diagnostic thoroughness conf 95%
Collected serial number, verified model (SPN-MX20), checked LED status (solid blue), diagnosed forgotten admin password, guided recovery-key reset.
R3 Met Correct resolution path conf 95%
Correctly used non-destructive recovery-key method for SPN-MX20 instead of factory reset; no warranty issues raised.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Identified symptom (can't log in to app), asked diagnostic questions (LED status, prior access), determined root cause (forgotten admin password).
T2 Met Appropriate tools / resources used conf 90%
No remote tools needed; agent correctly applied recovery-key procedure from KB (linksys_now_login_admin.md) as the appropriate method.
T3 Not Met No misinformation conf 85%
Agent incorrectly stated password must be 10+ characters with no repeated letters/numbers and a capital letter — no such restriction in KB; SPNM series allows standard passwords via recovery key.
Communication
C1 Partially Met Clear & professional language conf 80%
Call had multiple silences, repeated serial number requests, and agent struggled to maintain flow despite eventual resolution.
C2 Partially Met Confirmed understanding conf 75%
Explained router vs Wi-Fi password clearly but did not confirm understanding when customer expressed confusion about password rules.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, created a ticket, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 95%
Provided clear next steps (use recovery key, set new password); no further follow-up required after resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Used polite phrases but failed to acknowledge customer frustration ('bloody account', 'stuck') or repeated effort.
X2 Partially Met Tone & rapport conf 75%
Maintained consistent pace but did not adjust tone or simplify further when customer struggled with password complexity rules.
X3 Met Overall experience conf 90%
Suggested taking a photo of the label to avoid turning the router over, reducing physical effort for the customer.
Call Transcript45 turns · 46 lines
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys? This is Ick and LP, Yes, uh, ma'am, uh you want to? Hello, ma'am. Yeah, um, your concern was to
00:00
Speaker 1
It's not working. The family link is the control center. It's not working at all. It's not connecting to the device. My account, I can't lock in. It just doesn't recognize anything. You know, it's not working, basically. Yeah, this link is up here, the app. No, no, sometimes it goes red and then comes back. Uh but I can't log into this account. Aren't you the rep of Blinkies? [silence]
01:00
Speaker 2
sure didn't get it the whole message. So, your router is not working. Mhm. All right, so let me just clarify. Your router is online, but you cannot access your router's app. Is that it? Mhm. So your router is working fine, right, you are still connected to internet. Mhm. Okay. I see.
01:00
Speaker 1
link state router number okay I will but it didn't recognize I need to turn it over then yeah when I turn it all right comes off these connections and everything Jamie can you read me the serial number please okay you read me I repeat it 7 2 D 7 2 D 1 0 M 1 0 M 25 F 25 F
02:00
Speaker 2
I see. Uh, can you provide me the, uh, yeah, uh, I understand, Ma'am. Can you provide me the serial number of your Linksys router? Uh, serial number. Uh, serial, serial number. It's located under the router. Yes. That's fine. Oh, we'll try to.
02:00
Speaker 1
S.F. 003. 003. 003. 82. Have you got that? Yeah. Hold on. What is the model number, sorry? That's the matter. just sing it. Hello. Can you repeat the number? [silence]
03:00
Speaker 2
All right. Let me verify Again. Okay. Yes. Let me verify again the serial number is number 7 2 D 4 David. 1 2 M4 Mike. 2 5 F for Frank. 0 0 3 8 2. Is that correct? Okay. All right. So your links is rather is model SP and MX 20. Yes. All right. So your links is.
03:00
Speaker 1
Yeah, fine. She's saying it. What's wrong with that? Is it the same? She's repeating it. It's not, I'm not asking that. But she's saying it. Is it the right one? I don't know, just, just watch this bloody account. I mean, why is it not working? I can't log in. We are stuck. The rooter is not, why don't you read it properly? Oh, what'd you say? Send them a, get, get a. Sorry, I need to take it off. I need to take it off, I think. Sorry, I need to take it off because I can't read from here. I need to take it off the connection and then read it to you. Is that okay? [silence]
04:00
Speaker 2
your Linksys router model is SPN MX 20. All right, I'll create a record for you. ma'am, uh, that's fine ma'am, uh uh it's fine, um.
04:00
Speaker 1
Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. I think I'll
05:00
Speaker 2
I already know the model of your Linksys router, which is the corresponding serial number you provided to me. It's a SPN MX 20. So your internet service provider ma'am is community fiber, right? Okay. May I know ma'am how many Linksys uh... products you have there? Is it only one? So there are no other nodes that's the only product you have, SPN MX 20. Okay. And the [silence]
05:00
Speaker 1
hold on, hold on. I need to, I need to check that number you are reading out because I can't read it properly and my son is such a headache. He didn't read it for me. So I will repeat it, I'm sorry. So what were you reading out earlier? Um I'm now I can see everything here. Yeah. Yeah. Yeah. R. You. Yeah. Yeah. Yeah. 20, yeah, is there anything else you need to know because I don't want to keep taking it on and.
06:00
Speaker 2
So, the serial number you provided to me, 72D10M25F00382, that's the serial number you provided to me. that is your links is router and the model of that links is a router is SPN-MX20. Okay. Just take a picture at the bottom of that router. There's a product label sticker on that router. Take a picture of that, because we're going to check on its wi-fi name and password, so that you don't need to [silence] take a picture of it, the product label sticker, so that you don't need to turn over your router a couple times. It's fine. Uh it's my pleasure to assist you, ma'am. Okay. So before we proceed with your concern, ma'am. I'll create for a record for you. May I have your name?
06:00
Speaker 1
Zehra.
08:00
Speaker 2
Pardon? I can't hear you clearly, ma'am. Your voice fades out. Sure. Sure. No, I can't see your name, miss. Oh, what's the spelling of your name? Zulu echo... Zara. Your name is Zara. Thank you. And your last name, Zara is...
08:00
Speaker 1
[silence]
10:00
Speaker 2
Hello. so, the first letter, the first letter is Zulu, Zulu. okay? Indigo. All right. okay? So it's KI, ZI, LF, for George or Gold.
10:00
Speaker 1
ye ah yes yes yes. it's okay. it's my first name. i hope you can see it. first name and then surname at. rupert.java and then surname. at zeekuzel. com. okay. thank you. yeah, yeah. just this router. yeah. i i will. i will.
11:00
Speaker 2
can you check uh what's the light status of the router now what's the color
11:00
Speaker 1
At the moment is blue blue can you hear me blue yeah uh I will reconnect it now because I disconnected the Wi-Fi I thought it would be because of the voice okay let me see yeah it is connected uh yeah yeah [silence]
12:00
Speaker 2
[silence] So it's showing, yes, it's a blue. So it's so it means it's already connected and online, so you are all connected and online, your phone can access internet. Okay, that's good. It means, uh you have Wi-Fi because your router is showing a solid blue light. So it means it's connected and online, so your phone or your other devices can connect to your internet. Okay.
12:00
Speaker 1
Yeah. Yeah. Yeah, I could not access it. Yes. On the phone. Yeah, I was. Maybe I changed my phone. That's why, but I couldn't access it on the web either.
13:00
Speaker 2
So your issue now is that you cannot access your um, her Linksys app, that is? Okay, so let me just uh, verify ma'am. Um, the Linksys app you're trying to access, is the application software on the phone or is it the web browser? Um, before, were you able to access that app before? You could, you could not access it access it on the app or even on the web browser, you could not.
13:00
Speaker 1
yeah, when I tried it, I couldn't. It doesn't recognize my email address. It doesn't recognize root or password. Nothing. yeah, all right. I'm in login. It says manage my Wi-Fi, say tool up new Wi-Fi. If I put manage my Wi-Fi, it says login. With what using? There are two options email or root or password.
14:00
Speaker 2
art access. Okay. Let's try to open your app again. Try to open your app again, ma'am. Okay. What does the first screen you saw? The page you saw? Can you tell me? Login. Okay. Login, then try to log in. Okay. Click on the route to password.
14:00
Speaker 1
Okay. Well I need to- I need to enter it. Yeah. Is it? I don't know that. What? No, I didn't know that. Oh. Where is my root? Where do I find the root password then?
15:00
Speaker 2
So what does it say now? Try to type in your router password. Yes. Do you know your router password? Okay. Your router password is different from your Wi-Fi password. Okay?Yes.Yes . . . Your router password is the one you use to log into your app while your Wi-Fi password that is the one you use to connect to your internet. Okay. so when you set up your, uh, Linksys,
15:00
Speaker 1
I don't have any passwords. I don't have it. Is it capital or small? Okay. Uh admin, okay. Yeah, I put admin, yeah. Yeah. Yeah. Mm-hm. Should I press login then? It says incorrect password. [silence]
16:00
Speaker 2
product, rock, uh, you should have created your, or password. You cannot remember. Try to type in admin, A-D-M-I-N. Uh, all small letters. uh, alpha delta alpha delta, yes uh, Mike India Nancy admin, okay, try to enter that. And see what the message says. Uh, yes, uh, enter that password. What does the message say?
16:00
Speaker 1
Yeah. Yeah, it's asking for recovery key now. Yeah. Let me see. Yeah, yeah. Okay. Okay. Yeah. Let's have that
17:00
Speaker 2
OK. Broke again.k mail. OK. Um, sorry, clear. Okay, I've got you to coat picture, sticker on router. A, check on that picture there is a recovery key indicated there. Recovery key. Okay, now try to type that. Try to type that recovery key on your app. Type it, once you enter the recovery key, you will be routed to the next page. What does it say? [silence]
17:00
Speaker 1
The account holder will be notified if this router's password is changed. C c c c c an i press c c c c c c c c c c c c continue? We'll notify the account holder if this router's password is changed. That's correct. Does it say nevermind, or does it say continue? Okay, it says R r Reset. Reset router password. Okay.
18:00
Speaker 2
What does it say? And then what are the other options? Continue. Okay. Then try to create uh a router password. So create a router password, your router password should be
18:00
Speaker 1
[silence]
19:00
Speaker 2
composed of at least 10. Your router password should have 10 characters. They should have letters and numbers. Yeah. Okay. Create a router password. Make sure that there are letters and numbers and a special character on your router password okay okay. And the letters and numbers should not be repeated okay. And one of the letters should Uh it means that if you already type a letter S then you cannot type another letter S So it's only one time.
19:00
Speaker 1
Okay. Like the numbers, I can't have twice Tuesday, then. Okay. [silence] Okay, two, four, six, eight, ten. Okay. Okay, I put it, I need to put this, I think I need to write this down somewhere.
20:00
Speaker 2
So if you already have a letter S, then you cannot type again a letter S on your router password. [silence] Yes. If there's a number two, you cannot type again number two. Only one time, okay? All numbers and letters should only be typed one time. And then make sure that one of your letters should be capital or in upper case. So one of the letter should be in upper case or capital. And then add a special character like an exclamation or a dollar sign or [ silence] Yes. Make sure to take note of
20:00
Speaker 1
[silence] yeah I looked in now [silence] I'm seeing the devices and then note [silence] yeah
21:00
Speaker 2
that router page for your because the next time you log into your app, that's the password you're going to use. Okay, then once you create the password and take note of that, you can proceed to the next page. Okay. So, what do you see now on the screen? Okay, you can see your devices. It's Okay, that's good. So, it's showing you your status that you're connected to the internet, right? And it's showing you your nodes, one or your router. So, there it goes. Zero. You can now view your app. Linksys app.
21:00
Speaker 1
Yes. Hopefully, everything will be fine. I mean there are some devices that this person doesn't live here anymore. Is it possible to delete those devices or not?
22:00
Speaker 2
Check any uh settings of your router on the app. Okay? So, you can now access your app. Okay, so everything's good now? No other concern? oh, yeah. Uh, you can, uh, click on the devices and then if, uh, you, uh, can see an X button on that or an edit button, you can try to remove those devices there. If it's not, uh, if you cannot delete those devices, that's fine because, um, since they're no longer uh, living
22:00
Speaker 1
Okay. Okay. Yeah, thank you. Is it possible to email Maybe that or not. That that would be great. It's because it's hard to like keep these papers around. Thank you so much.
23:00
Speaker 2
[silence] in your place. [silence] So they could no longer access your Wi-Fi because your Wi-Fi only works in your area. [silence] All right, so that's all. [silence] All right. You're welcome. Before we end the call, uh, uh, uh, Xero, I'll provide you your ticket number so that in case you have issues with your router, you can call us back again. So your ticket number is L for Lima. Uh, that's fine. I'll just email you your ticket number, if you want. You're welcome. Yes, it's. [silence] [silence] [silence]
23:00
Speaker 1
Thank you. All the best. Bye. [silence]
24:00
Speaker 2
You're welcome. Thank you for calling Linksys again. Zero, once again, this is I. Take care and have a great day, Zero. Goodbye. You're welcome, bye.
24:00