V2 Rubric Detail — 4113353e-796c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 18:55
Duration
19m 56s
Contact
Bill Johnston
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00136044
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5500_devices unable to connect to the wifi
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided meaningful troubleshooting and redirected the customer without attempting proper diagnostics or resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to diagnose or resolve the customer's Wi‑Fi and login issues, provided inaccurate guidance, and did not use any troubleshooting tools. No escalation was made despite the unresolved problem, and the call ended with the customer being asked to call back, resulting in a clear ownership and effort gap.

V1 Case Analysis

Customer unable to log into MX5500 router admin via app; password rejected, recovery key requested. Agent confirmed router online and firmware up-to-date, advised using recovery key to reset password but did not guide through full steps. Customer ended call frustrated, will attempt reset later.

Troubleshooting Steps
  • Verified product model (MX5500) and serial number.
  • Confirmed router status via internal system — online with solid blue LED.
  • Checked and confirmed firmware is up-to-date.
  • Discussed login options in the app (email vs router password).
  • Advised using the recovery key to reset the router password.
Key Observations
  • Agent correctly identified the recovery key method as the solution for forgotten router password, consistent with universal_password_login.md.
  • Agent failed to provide step-by-step guidance for the recovery key reset process (e.g., accessing http://myrouter.local → Reset password → Enter recovery key).
  • Call contained long silences and lacked empathetic language despite customer frustration ([18:00]).
  • No escalation, callback, or concrete next-step schedule was set, leaving the issue unresolved.
Positive Highlights
  • Accurately captured model number (MX5500), serial number (43K10M2D02298), and contact information ([02:00–05:00]).
  • Confirmed router status (online, solid blue LED) and firmware version were current via internal system ([12:00–13:00]).
  • Correctly diagnosed that the recovery key is required when the router password is not recognized ([17:00–18:00]), per universal_password_login.md.
  • Did not suggest incorrect methods (e.g., factory reset) and stayed within KB-supported procedures.
Agent Errors / Gaps
  • Did not walk the customer through the official password-reset flow: accessing the local login page (http://myrouter.local or https://192.168.1.1), clicking 'Reset password', entering the recovery key, and setting a new password ([17:00–18:00]).
  • Provided only vague guidance on using the recovery key without confirming the customer understood the process or outcome.
  • Minimal empathy and reassurance for the customer's expressed frustration and emotional state ([18:00]).
  • Did not confirm whether the customer could access the local web interface, a critical prerequisite for recovery key reset.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer ended call without resolving Wi-Fi connectivity or login issues; agent ended call with 'you’ll have to call back' and no resolution.
R2 Not Met Diagnostic thoroughness conf 96%
Agent only asked about LED status and said firmware is up‑to‑date, but never performed power‑cycle, reset, DHCP reservation, or any Wi‑Fi troubleshooting steps.
R3 Not Met Correct resolution path conf 95%
Agent suggested contacting the garage‑door‑opener manufacturer instead of addressing the router/Wi‑Fi problem, showing an incorrect resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Limited symptom identification – only LED check – and no logical sequence of questions (e.g., power‑cycle, client list, interference).
T2 Not Met Appropriate tools / resources used conf 93%
No tools (remote session, admin UI check, logs) were used despite the issue being router‑side.
T3 Met No misinformation conf 95%
Agent correctly identified that the recovery key allows password reset and a new password must be created (universal_password_login.md). Guidance on firmware being up-to-date was consistent with system checks.
Communication
C1 Not Met Clear & professional language conf 92%
Call lacked clear framing, no step‑by‑step plan, and the agent drifted to case creation without guiding the troubleshooting flow.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language and repeated “I understand,” but did not fully adapt to the customer’s frustration or confirm understanding of each step.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent created a case and took the email, but then told the customer to call back and to contact the device manufacturer, abandoning ownership of the core issue.
O2 Not Met Proactive follow-through conf 94%
No concrete next‑step timeline was given; the only suggestion was to call back later.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Agent did not escalate despite the issue remaining unresolved and the customer being frustrated.
E2 Not Met Escalation prep & handoff conf 92%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent said “I appreciate your patience” and “I understand,” showing some empathy, but overall tone remained procedural and lacked deeper reassurance.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a steady tone but did not adjust pace or language to match the customer’s evident frustration.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number, describe the problem multiple times, and was told to call back – unnecessary friction.
Call Transcript36 turns · 38 lines
Speaker 1
yes uh my name's bill johnston and uh i've got a Linksys um i've never called before i guess i need to have my serial number on it huh that's okay well it's obviously stuck behind everything on the desk here um i didn't know you'd be picking up so quick let me see if i
00:00
Speaker 2
[silence] welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling Linksys. This is L, how can I help? Yes sir, so we can double check what Linksys do you have?
00:00
Speaker 1
I can't find this. Um. Let me see if I can search. Um. Um. Um. Oh, God. Darn it. Darn it. Darn it. I'm going to have to call back and get that information. Uh, I I don't I
01:00
Speaker 2
Okay, sir. Okay, so no worries. You can just give us a call. We're open... [silence] [silence] Oh, okay, sir. No worries. You can just give us a call. We're open... [silence]
01:00
Speaker 1
Well, let me see if I can turn this over. We never put him where we can access him easily on the disc, do we? Joke. Um, it's a Lynxus MX 5500. Does that ring a bell? Change glasses here. Oh, there we go. Wi-Fi setup name, password, recovery, key WPS, reset. That's all that's on the bottom here.
02:00
Speaker 2
Yes. [silence] All right. [silence] No. [silence] MX5500. [silence] Uh, yeah, that's the model number. [silence] Sir? [silence] Yeah, that's the model number. [silence] Do you have anything that says SN? [silence] What is uh in an open area? [silence] Uhm, how about S [silence] STI [silence]
02:00
Speaker 1
[silence] Oh, okay [silence] yup. 43 K 10 M 2 D02298. How'd I do? [silence]
03:00
Speaker 2
EsN sir or S slash N. you're very much welcome thank you so much sir let me just double check that one here how many do you have sir for this mx 5 5 0 0
03:00
Speaker 1
What? I just got one. There would be a TDS. Time, John? Yes. Okay, you said an email. Oh, it's listed under WM underscore Johnston, J-O-H-N-S-T-O-N.
04:00
Speaker 2
How many do you have? How many MX 5 500 do you have? One. Okay. And who is your internet service provider for reference? TDS. T D S. Okay. And since you've mentioned, sir, that this is your first time calling Linksys, can I have sir an email? Let me create a case ticket first for record purposes. Email sier, yes. [silence]
04:00
Speaker 1
Hello. [silence] Yes, no. [mumbles] [silence] Bill Johnston. [silence] Right, [silence].
05:00
Speaker 2
Um, sorry, sorry, that's W-M-at Johnston.com? just at iCloud.com, thank you so much. And first name and last name of the account holder. Thank you, sir. And this is the best callback number in case the call gets disconnected, the one that ends in 1199, all right. Okay, let me just give me a minute, sir, I'll just create a case ticket here for a while. Uh,
05:00
Speaker 1
well, it doesn't seem to be on. I don't I can't connect to it. It's been plugged in for two years. There's a blue there's a blue blue. Well, I've got I've got Wi-Fi devices. I've got.
06:00
Speaker 2
So what ' s your concern, sir, for this unit? [silence] Okay. [silence] But when you plug it in, sir, do you see any LED lights at the top? [silence] Okay. [silence] and then what's the LED light so far? [silence] Okay. [silence] Solid blue? Okay. [silence] But you've mentioned that you um, it does not seem to connect like you don't um, do you don't see the Wi-Fi name or you can see, sir, the Wi-Fi name? [silence] Okay.
06:00
Speaker 1
A gad door opener. Uh, and I've also got a, uh, camera in the garage. And I cannot, both of those do the devices do not see, they, they can't log on to where they were, and the log on goes through the for Wi-Fi. So both of them have just, both of them have just turned dumb. They, they can't connect to anything. They can't, because I gotta reset them back up apparently for what happened. And I tried it and I can't get, says I can't find Wi-Fi.
07:00
Speaker 2
Okay. so you, uh, you mean, uh, you can't find the wi-fi? Okay. Is it all of your devices, sir? Or there are just certain devices?
07:00
Speaker 1
those are the two that i'm struggling with at the moment.
08:00
Speaker 2
Okay. and what have you tried so far sir for your linksys router. okay. hmm. what are the devices sir can you name me one um can you name me those devices that are unable to connect. chamber lander is the chamber lens or is that the garage door opener and then the um um seriously how do you um that's
08:00
Speaker 1
WANE's WANE's new W-A-N-E-V-IE-W. And now the prompt I have on it is sign up or sign in. And if I go to sign in but if I put the password in, I can't get to it. Is there any way that you can check if if the router's working from the from your end or not? [silence] Well, my my phone is, I use my phone for it but.
10:00
Speaker 2
the second one is chasing let me double check sir. These are the only two devices, sir. Other of your devices are working fine, right? Like they are connected to the Wi-Fi. Okay.
10:00
Speaker 1
No, because I'm sure they would ask, they would ask me have you checked with your your router people. So that's why I'm checking with you.
11:00
Speaker 2
So far, sir, for this one, based on our system, the status of the MX 5500 is online. So, so far, it means that you have an internet connection for the MX 5500. Since that is, like, for example, garage door opener, which you've mentioned that was working before. Before you're proceeded with any further troubleshooting steps, sir, if it's in the issue with our router, have you tried to contact the manufacture for your door opener if they if they do have, like, other troubleshooting steps that they can provide or any recommendations as to how to connect.
11:00
Speaker 1
Sam, first because it's most logical to check with you because you can search it from your end to see if it's working, where they can't search anything from their end. So, just having a whole bunch of darn issues lately and all I always seem to be doing is trying to put out fires. Mhm.
12:00
Speaker 2
yeah yeah so far yes okay I see so far the status sir of the MX5500 on our system this one is showing online and active so and it's also solid blue on your end so that means it's working let me just double check the firmware just to make sure because I think they will also ask you if the firmware of the router is updated let me just check it here all right so so far sir so far the
12:00
Speaker 1
Well, yeah, but let's, let's, let's think about this logically. Two devices, both Wi-Fi, don't connect on the same day. Kind of illogical that something went on here, so I, I don't know if you can consider this to be evidence. It's just something curious. Makes me wonder if something's going on. Yeah.
13:00
Speaker 2
your that uh uh you that you have is up to date and uh then it's actually good uh so um since you only have two devices that's currently not working uh I think we'll have to because if we will do everything or do a troubleshooting on the router that will affect most of your devices that are currently connected and working fine uh uh I guess you'll have to check with the manufacturer since you've mentioned that the issue started it happened when um Apple updated or if uh it started when there's an update with Apple right so I guess we'll
13:00
Speaker 1
I appreciate your help. All I need to know is yes, from your end. No problem. Signal fine. Working. Up to date. There's no update on the software for the unit OK. Is there anything that I can do on my mind to check to see if it's working on the software? If I were to go to the links to the software, is there anything anything I can do there to make any checks or changes on my phone to let find out what's going on there? Uh, yeah, I got some darned many apps. Sorry. Yes, I've got it in front of me right now.
14:00
Speaker 2
[silence] so far sir as of now no.it's on the latest firmware. [silence] yes.sir you can actually. do you have sir the lynx is app. that's fine sir. [silence] okay. and then on the lynx is app
14:00
Speaker 1
It says I have to log in. Okay, let me go back to that. I can't remember all these crazy. Okay, so email address? Okay.
15:00
Speaker 2
what do you have on the yes so you have two options here to log in um log in using email and then log in using router password but let's just select here log in using router password or router password sir
15:00
Speaker 1
is okay my phone is trying to connect to the router okay it says it looks like your email and password don't work try again. It says router password. I can log in by email or I can login on that one. It says create your own pet router password. I already have one. It says Start. Now it says I have to enter a recovery key.
16:00
Speaker 2
user the router password instead. Do you have that option when you're logging in? [ silence ] logging in using router password. Yeah, that's the one, sir. [ silence ] log in. [ silence ] create your own. Okay. Um, yeah, select. You can actually use your router password. Yes. Okay. Um, select or log in using router password and then type the router password that you have. Okay. [ silence ] Oh, okay. Um, recovery key, sir. I think it didn't recognize the old router password you have. You may find
17:00
Speaker 1
Oh, God. I'm going to try to log in myself and I'll call back to do this later. I have no patience for this today. I appreciate your patience with me, but I've had a miserable day today solving problems. I'm full. I'm, I'm done. So, okay, thank you. Uh, so what I should do is just, if I, if I enter, if I, if I, if I enter in the recovery key, then that will allow me to get in, right?
18:00
Speaker 2
okay sir I understand sir I understand hmm yeah so what you have correct sir so once you enter the recovery key it will [silence]
18:00
Speaker 1
Okay, yeah. Okay, thank you very much. I appreciate it. Bye.
19:00
Speaker 2
But, but before you get in, uh, enter recovery key. It will ask you to create a router password. You can just type back the same router password you have, and then it will allow you you to login. And then you will see the dashboard where you can make changes under menu for your router. And then you can also check what's going on with your router and if it's online. But so far here in our system, it's online. And then try to contact then the manufacturer, sir, so they'll be able to assist you with the, uh, with the, uh, third party device. Okay? But if anything else, just give us a call. You're welcome, sir. Yeah. Have a good day. Bye-bye.
19:00