V2 Rubric Detail — 4113af42-8136-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-16 16:49
Duration
12m 39s
Contact
603-235-0107
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00137493
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cant access the APP
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall83.5% (+55.5)

V2 Grader Summary

The agent successfully resolved the customer’s inability to log in to the Linksys app by correctly identifying the MX-6200 model and guiding the customer to use local login after explaining the discontinuation of the cloud-based app. However, T3 is rated Not Met due to materially incorrect and contradictory password guidance (10-character complexity vs. 5-digit number), which Assessment 3 confirmed against KB standards. The interaction was well-controlled with clear next steps, though minor communication and effort-reduction gaps remain.

V1 Case Analysis

Customer unable to add existing MX6200 mesh system to Linksys app. Agent collected serial number and contact info but gave incorrect password guidance, falsely stated the app is discontinued, and did not direct to local web interface. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and contact information
  • Instructed customer to ensure phone is connected to router's Wi-Fi and not cellular data
  • Directed customer to use router password option in app
  • Incorrectly instructed customer to create a new router password with conflicting length requirements
Key Observations
  • Agent incorrectly instructed the customer to create a new router password via the app (09:09–10:30), contradicting KB guidance that the admin password is set on the device and cannot be created in the app.
  • Agent provided conflicting password length requirements: first '10 digit long' with complexity (09:09), then 'It's a five-digit number' (10:30), which is factually incorrect and misleading.
  • Agent falsely stated the Linksys app is discontinued (11:31), which is incorrect per KB. The app is deprecated but still functional, and local web access is recommended over the app for advanced settings.
  • Agent failed to direct the customer to the correct local web-browser login method (http://myrouter.local or http://192.168.1.1), the primary troubleshooting step for login issues per universal_web_browser_setup.md.
  • Agent did not verify whether the customer was connected to the router's Wi-Fi network before proceeding with password guidance.
  • Call ended without confirming whether the issue was resolved or offering a valid next step.
Positive Highlights
  • Accurately identified the product model as MX6200 from the serial number.
  • Collected the serial number correctly despite customer's difficulty reading it.
  • Collected customer contact information including phone number and email.
  • Correctly instructed the customer to ensure the phone is connected to the router's Wi-Fi and not cellular data, which is a valid troubleshooting step per KB.
Agent Errors / Gaps
  • Incorrectly instructed the customer to create a new router password via the app; per KB, the admin password is set on the device and cannot be created in the app.
  • Provided contradictory and incorrect password length requirements (10-digit then 5-digit), which contradicts KB guidance and misled the customer.
  • Falsely claimed the Linksys app is discontinued; per KB, the app is deprecated but still functional, and local web access is recommended.
  • Failed to direct the customer to the correct local web-browser login method (myrouter.local or 192.168.1.1), the primary troubleshooting step for login issues.
  • Did not verify network connectivity or router accessibility before advising password changes.
  • Ended the call without confirming resolution or offering a valid next step, leading to an incorrectly closed case.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
"Okay, that's it, you're inside the 'NSIS app, ma'am." – the agent confirmed successful login resolution after guiding the customer through local authentication.
R2 Met Diagnostic thoroughness conf 90%
Agent conducted relevant troubleshooting: verified Wi-Fi connection, instructed to disable cellular data, and identified the discontinued app as the root cause.
R3 Met Correct resolution path conf 95%
Agent correctly identified the MX-6200 model, explained the NSISmart app discontinuation, and directed the customer to use local login — appropriate for post-EOL software.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent collected the serial number (58W10M24E06701), confirmed the MX-6200 model, and diagnosed the root cause (discontinued cloud login method).
T2 Met Appropriate tools / resources used conf 90%
No remote tools were required; the agent used accurate KB knowledge (app deprecation, local login) to resolve the issue without unnecessary escalation.
T3 Not Met No misinformation conf 100%
Agent provided contradictory and materially incorrect password guidance: first stating it should be '10 digit long with uppercase, lowercase, special character and a number,' then correcting to 'a five-digit number' — neither aligns with MX-6200 default password requirements per KB.
Communication
C1 Met Clear & professional language conf 90%
Agent set clear expectations, gathered required information (serial number, contact details), guided the customer step-by-step, and maintained control throughout the resolution.
C2 Partially Met Confirmed understanding conf 80%
Agent used generally simple language but introduced confusion with initial incorrect password instructions; adapted after correction but clarity was compromised.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end: collected phone number and email, provided resolution on the call, and did not transfer to avoid difficulty.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps ('use router password going forward') with no pending actions or callbacks required after successful resolution.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff context was required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed or warranted — the issue was fully resolvable at L1 with proper guidance.
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 was polite and professional but did not explicitly acknowledge the customer's frustration or repeated login attempts, which could have improved empathy.
X2 Met Tone & rapport conf 85%
Agent adapted communication to the customer's actions (e.g., instructing to turn off cellular data), responded to feedback, and maintained engagement throughout the call.
X3 Partially Met Overall experience conf 80%
Customer had to repeat the serial number multiple times due to legibility issues, but the agent attempted to assist (e.g., suggesting a photo); contact details were collected only once.
Call Transcript24 turns · 25 lines
Speaker 1
Or um. I can't so I'm trying to get something hooked up to my router and it's saying the router's not recognized. Can't find the router. Yeah, it says, add an existing router on merged Wi-Fi system. And I go to find my router and it said we can
00:00
Speaker 2
Welcome to LinkSys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while and of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hi, thank you for calling LinkSys this is G. How can I help you today? Uhuh. Thanks for one question. Uhuh. Yes. Can't find the router. Um, how are you trying to hook up this one ma'am? Uh using the app? Using the app.
00:00
Speaker 1
Can't detect it. Call us. And, I have another device that, I'm trying to use, that was working fine, and, and that says it can't find the router. Yeah, Apple phone. Yeah, hold on. No. Yeah, okay. So. Oh.
01:00
Speaker 2
Okay. I see. Um, okay. On what device are you, um, trying to do this, ma'am? Is it on your, uh, Apple phone or Android phone? Okay. Um, ma'am, may I have the serial number of your Lincoln, please?
01:00
Speaker 1
It's um, five. Wow, it's really hard to read it. Hmm. Right. I am. Is it 58 W10 R424 E O 6701? Really, um, the picture isn't very good to me. See. 8 0 8 9 AB See. Oh, sorry. No. Start over. Ready? Five 58 W 1
02:00
Speaker 2
[silence] You can take a picture of that map so that you can zoom it out. [silence] I'm sorry. Yes yes.
02:00
Speaker 1
10:06:739 10:16:739 10:19:699 10:29:939 Well, I'll call her. Just uh I mean like with the extenders? Uh I think we have three total.
03:00
Speaker 2
Okay, let me just read it back, ma'am. 58W10M24E06701. Okay. Uh, how many links is nodes he has? Yes. three okay. And your internet provider is [silence]
03:00
Speaker 1
[silence] Hello? Okay, I just want to make sure you're still there. Mm-hmm.
04:00
Speaker 2
Yes, hello ma'am. Yes, I'm still checking on the exact unit ma'am. Again, I was able to confirm this is a MX-6 two 200 uh 6 200 bundled with three device or three nodes. Okay, so before we go ahead with the troubleshooting ma'am, I may have first your phone number just in case you get disconnected.
04:00
Speaker 1
Yep 603-235-0107 Mary Beth, M C L A C H L A N. Mary Beth, two words The last name is M C L A C H L A N L A N M B T A Y L O R R E I
05:00
Speaker 2
107. Okay, how about your first and last name? I'm sorry, what's your first name, ma'am? Mm-hmm. M-C-L-A-C-H. Okay, got it. Thank you. Okay, how about your email address, ma'am?
05:00
Speaker 1
at Gmail make sure the app is connected wait a minute hold on
06:00
Speaker 2
Okay. Yes, thank you. Okay. So, ma'am, uh can you go, uh, can you please make sure that your phone that has the lenSIS app is connected to the Wi-Fi network of your lenSIS? Yes. Make sure that the app is connected to the Wi-Fi network of your lenSIS. If you have your 4G or 5G, uh working or on, turn it off.
06:00
Speaker 1
I... great, so what am I trying to do? I just make sure it's connected? I don't think I do. Huh. I don't even have a it's just on Wi-Fi. I don't um, oh, okay, I turned it off. Okay. Okay. Yeah.
07:00
Speaker 2
Yes, if you have your 4G, yes. If you have your cellular data turned on, please turn it off. It's turned off. Okay, that's good. Okay, so let's go ahead, ma'am.
07:00
Speaker 1
I just plugged in using my email and it's trying to connect and it says you, sorry, go ahead. It says you haven't added a router or mesh Wi-Fi system to your account. Let's fix that. What do you want to do? Add an existing router or mesh Wi-Fi system, or set up a new router or mesh Wi-Fi system? Yes. Yes. [silence] 0m0s243ms - 0m8s123ms - It's trying to connect. 0m59s697ms - 0m7s857ms - What do you want to do?
08:00
Speaker 2
Okay. Okay, can you do this one, Ma'am? Go back to the page where it asks for you to log in. Okay, and if you will see, Ma'am, you will have two options to
08:00
Speaker 1
right right use the router password okay I get a log out and log back in um it's taking a little bit okay let's create your router password it's asking first for enter a recovery key first look under one of your nodes for the recovery key I have to from <start_of_audio>to
09:00
Speaker 2
Okay. Go with router. Use the router password, yes. Okay. Okay, yes, your router password, ma'am, uh this will be your personalize password, but this is not your Wi-Fi password. So, create a new one, uh it should be 10 digit long. You should have uppercase, lowercase, special character and a number. Use the one from the parent node.
09:00
Speaker 1
Where? Okay, hold on. Let me find it. I think. I Alright. I got it. Hold on. One. Oh. Okay, now I enter a new password? Yes. Go ahead and create a new.
10:00
Speaker 2
It's a five-digit number. Yes, go ahead and create a new password.
10:00
Speaker 1
Okay, it says 13 devices and three nodes. [silence]
11:00
Speaker 2
Okay, that's it, you're inside the 'NSIS app, ma'am. The reason earlier why you can't log in is because you are trying to log in using your email, maam. And unfortunately, unfortunately, ma'am, uh we already discontinued using the NSISmart Wi-Fi app or NSISmart Wi-Fi account and your you can only log in locally. So this is using your router password. So in the future if you wanted to go [silence] [silence] back to the Linksys app, you got kicked out, or if you got logged out, go with the option to log in using your router password, okay? mm-hmm, yes, yes, you're you're welcome it if you to call us back for any other concerns, okay? okay, you're welcome and bye-bye. [silence]
11:00