V2 Rubric Detail — 4070eb9c-8210-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 18:49
Duration
13m 6s
Contact
+447466543606
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00137689
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: router's password access
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.50/5
Technical1.56/5
Communication2.50/5
Ownership2.50/5
Escalation2.50/5
Customer Exp1.79/5
Overall44.8% (+8.8)

V2 Grader Summary

The agent correctly identified the SPNM6x model and directed the customer to the recovery key method, which advanced the issue toward resolution, but provided material technical inaccuracies regarding default passwords and remote access. The call ended without confirmation of resolution, resulting in partial credit. No critical failures (abandonment, discourtesy, etc.) were present to warrant auto-zero.

V1 Case Analysis

Customer locked out of router admin after multiple failed login attempts. Agent provided incorrect information about app access and lockout period. Directed to use recovery key but did not verify success.

Troubleshooting Steps
  • Asked for and attempted to verify serial number (misheard)
  • Incorrectly claimed Linksys app no longer supports remote access
  • Incorrectly stated a 24-hour lockout period is required
  • Suggested 'admin' as default password (incorrect for SPNMX57)
  • Directed customer to use recovery key via 'Forgot password' flow
Key Observations
  • Agent falsely claimed that remote access via the Linksys app has been discontinued, contradicting KB documentation (linksys_cloud_account.md, universal_password_login.md).
  • Agent incorrectly stated that a 24-hour wait is required after login lockout, which is not supported by KB guidance (linksys_now_login_admin.md).
  • Agent provided wrong default admin password information ('admin' instead of the Wi-Fi password for SPNMX57).
  • Agent misheard and incorrectly repeated the serial number '65410M42C42659' during verification.
  • Agent eventually directed the customer to the correct non-destructive password recovery method (recovery key) but did not confirm success before ending the call.
Positive Highlights
  • Eventually directed the customer to the correct non-destructive password recovery method using the five-digit recovery key
  • Collected customer name and email for case documentation
  • Attempted to clarify device model and access method despite execution errors
Agent Errors / Gaps
  • Falsely claimed that the Linksys app no longer provides remote access
  • Incorrectly stated that a 24-hour wait is required after login lockout
  • Provided incorrect default admin password information ('admin' instead of Wi-Fi password)
  • Failed to accurately capture/verify the serial number
  • Did not confirm that the recovery-key reset succeeded before ending the call

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent guided customer to recovery key method which is correct for SPNM6x models, and customer acknowledged understanding ('I think I got it... I'll do that'), but resolution was not confirmed before call ended.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent identified login lock issue and asked for model/serial to identify SPNM6x; advised recovery key path after initial incorrect suggestions (wait 24h, 'admin'), ultimately steering toward correct KB-based recovery flow.
R3 Partially Met Correct resolution path conf 93%
Agent initially provided incorrect advice (24h wait, default 'admin'), but corrected course by directing to recovery key — a valid path for SPNM6x models per KB, aligning with best available resolution despite early missteps.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent recognized symptom (locked access after failed attempts) and asked for serial number to identify model; failed to ask if recovery key was tried, but inferred correct path based on model identification.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent used model identification (from serial) to infer correct recovery method; no remote tools used, but verbal guidance eventually aligned with KB (recovery key), making tool use unnecessary at L1 for this scenario.
T3 Not Met No misinformation conf 100%
Agent provided multiple material inaccuracies: 1) Stated default admin password is 'admin' (SPNM6x uses Wi-Fi password). 2) Claimed Linksys app remote access is removed (linksyssmartwifi.com still supported). 3) Stated router password is not Wi-Fi password (for SPNM series, it is the Wi-Fi password).
Communication
C1 Partially Met Clear & professional language conf 91%
Agent attempted to reframe the process ('let me explain', 'let's redo'), maintained basic control until end, but failed to manage disconnect properly — call release after silence was abrupt and unprofessional.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple terms and repeated key steps; did not fully confirm understanding but customer responded with comprehension ('I think I got it'); communication was flawed but not entirely ineffective.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent claimed to 'call it with a record' but no follow-up was documented or executed; however, customer disengaged and indicated self-resolution, reducing ownership burden — partial effort made but not fully honored.
O2 Partially Met Proactive follow-through conf 85%
Agent provided a next step (use recovery key under parent node) and implied actionability; no formal timeline or callback set, but customer accepted the path forward before disengaging.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned or evident — this was first contact.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 86%
Issue was complex (locked admin on SPNM6x) and required specific KB knowledge; agent attempted resolution at L1 with partial success — escalation was possible but not strictly required before recovery key attempt.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and the customer did not demand it; agent attempted resolution path appropriate for L1.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent showed minimal empathy ('I'll help you'), remained calm under customer frustration, but offered no apology for lockout or recognition of repeated effort — professionalism maintained but empathy was generic.
X2 Partially Met Tone & rapport conf 87%
Agent stayed with customer through confusion, repeated instructions, and adjusted pacing; customer eventually expressed understanding, indicating engagement was maintained despite communication gaps.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number due to ASR issues; agent asked for model twice; customer re-stated problem multiple times — avoidable repetition increased effort.
Call Transcript16 turns · 20 lines
Speaker 1
check record phone hello oh hi um i have a linksys um Wi-Fi router and i'm trying to log in to the admin dashboard and it's not letting me log in no matter what password i try i can't log in and i created an account and validated the account and then when i try to log in it says oh too many attempts Uh access is locked like what's going on i can't manage my Wi-Fi No I mean we have but why is it locked no i i i No, I did not type in wrong password. So, I need to know which password, okay, here's the thing, I tried the Wi-Fi password like the one in the default, right? Uh, that didn't work. I tried my Wi-Fi, I'm connected to the Wi-Fi, right? That password I tried, it didn't work out. So, which which is the password? Like, what I let's say the the login for four hours. It's gone after four. What will which password I try to log in there. Yeah, I I I I tried the router password. It didn't work. Can you check like what is this? Can you help me with regaining access to my account? It's urgent. I need urgent. Can you help me gain access to my account, please?
00:00
Speaker 2
[silence] . Mhm. Say yes. Okay. , uh let me explain to you sir. , uh when you log into your linksys app, you do not type your wi-fi password. It's the router password. It's not the wi-fi password. So even if you type it however many times, , pardon? It's still not going to log in because it's not wi-fi. [silence] Do services are no longer part of the Linksys app. It's removed so we are no longer have access to remotely access your router's settings or interface. It can be only accessed by you. And the only way to access is through the Linksys app and since the app already locked you from logging in, you have to wait 24 hours. After 24 hours, yeah. Can you provide me what's the serial number of your Linksys router, sir?
01:00
Speaker 1
of that stuff. It's a model number. Yeah, model number. You want the model number, right? Serial number. Serial number. Okay. yeah. Six five. Six five. In time, in time, m2 m2 is CE. Oh, wait. Oh, Holy Cow. Wait. Oh, wait. yeah. yeah. Yeah, yeah. five, five, nine. Five, five, nine. Yeah. [silence]
03:00
Speaker 2
Serial number. I'll say again the serial number is "654," November, "10-M4," Mama, "2-C4," Charlie, E, for Echo, "2659." Are you sure? Or is it "2-6-5-5-9?" Can you repeat?
03:00
Speaker 1
E, um, let me check, can you say that again, please, that's right, yep, yep, 57, two, I think we have got two of them, one, uh, the, uh, downstairs bottom floor, one upstairs, okay, um, okay, I'll be, uh, I'll explain it to you again, so from the app, I downloaded the linkedapp, right, and then I tried to log in and then it says, oh, wrong password,
04:00
Speaker 2
All right. So your links router is SP and MX 57. This is the model of your links router. SP and MX 57. How many of these links router you have? Also. All right. And they are all connected and online. It's just that when you try to access your app, you're locked out. Mhm.
04:00
Speaker 1
so I tried the router password, I tried my own Wi-Fi password, and the modem. So, even if, I'm, you know, what I'm saying is, even, let's say I wait for 24 hours, and then I can't access again. But what password do I use? I've used the past that I know, all of them. So which one is I'm supposed to use then? You understand? Didn't work. that's what I'm saying. Osman Prince.
05:00
Speaker 2
Yeah, so you tried your Wi-Fi password, you tried your router password, and still it didn't work? All right. I'll call it with a record for you, sir. And then we'll proceed with investigating more about your issue. What's your name, sir?
05:00
Speaker 1
O-S-M-A-N and then P-R-I-N-C-E. Yes. Yeah. Osman.sofrin@hotmail.com. Yeah. Hotmail.com. Yeah. Community fiber.
06:00
Speaker 2
O-S-M-A-N-O for Oscar, S for Sam and then a normal And then Prince as in Prince William. All right, Osman Prince. What about your email address? Osman.prince@gmail.com So Osman, your internet service provider is? Community fibre. Mm-hmm.
06:00
Speaker 1
Can I try to open it? Okay, the Linksys app is opened. It says login using the email or the router password. the... the staddi router. So, so the Stardy router... the... I mean... No. So, okay. Is router password is the one that is in there, you know, like at the bottom of the router? Is that the one? That's where... That's where... Then what would be the router password? Maybe, we've never changed the router password.
07:00
Speaker 2
Okay. Can you try to open your lynquist up? Yeah. Try to open it. Let's redo what you have done. You chose. Okay. You chose the wire password and what is your wire password? Do you know? No. Uh, the one that's underneath your wire. That is your Wi-Fi password. So if you type that in, let me check first.
07:00
Speaker 1
Oh, yeah, we changed the Wi-Fi password, but what is the router password then? Huh? Okay, please check. Thanks. Just Admin, the default one.
08:00
Speaker 2
Your Wi-Fi password, did you change your Wi-Fi password? [silence] Hold on. Hold on. I'm checking our system. [silence] Where's your? [silence] Can you try to type admin? Yeah. The default, try to type the default.
08:00
Speaker 1
I did it said sorry that's the incorrect password okay yep okay now it's asking for a recovery key okay yeah okay yeah you know what okay I think I, I got it if I put the recovery key they will let me okay I'll do that then thank you okay I'm downloading something right now I just don't want to disconnect the Wi-Fi connection you know yeah yeah I'll I'll manage it if I need I'll call back okay okay thank you okay thank you yeah bye-bye okay [silence]
09:00
Speaker 2
Uh, K, K, can you try to click on the reset password? What does it say? Uh, K, uh, look uh, underneath your parent node. There a recovery key underneath your parent note. Uh, uh, uh, no, hold on. 'Cause it will still ask you to create a router password. It's better to pick... Uh, K, so you're okay now. You can manage that? All right. All right. K, you're welcome. Thank you for calling Sonsman. Take care. Bye. I don't know whether still there Oswald, are you still on the line? Is there anyone on the other line? Please make sure the form is not needed on your end. Since no one is responding, I will need to release this call in 10 seconds. Thank you for calling Lacsis. This is Alice. If you need further assistance, please contact. our technical support line or visit our support site at lacsis.com. [silence]
09:00