V2 Rubric Detail — 441ae772-7afc-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 18:38
Duration
14m 52s
Contact
Mark
Issue Type
Router Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136403
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.5/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication2.50/5
Ownership2.86/5
EscalationN/A
Customer Exp1.79/5
Overall40.6% (-9.4)

V2 Grader Summary

The agent demonstrated ownership and provided factually correct information about app deprecation, but failed to guide the customer to the proper tool — the local web interface — resulting in unresolved configuration of IPv6 passthrough. While some progress was made, the reliance on a deprecated method and omission of the correct procedure constitutes an ownership gap.

V1 Case Analysis

Customer unable to enable IPv6 via Linksys app; app remote management discontinued. Reset router admin password, advised to use local web UI (http://192.168.1.1 or http://myrouter.local) for IPv6 setting. No further steps provided; issue unresolved.

Troubleshooting Steps
  • Verified device serial number and model (SP NMX55).
  • Guided customer to uninstall/reinstall the Linksys Smart Wi‑Fi app.
  • Assisted with resetting the router admin password.
  • Informed customer that remote app management is discontinued and advised local web access.
Key Observations
  • Agent correctly identified that the Linksys app remote management is discontinued and suggested local web management.
  • Agent did not provide the router's local IP address or navigation steps to enable IPv6, leaving the issue unresolved.
  • Call contained long silences, repeated clarification, and ended abruptly without a clear recap or next‑step confirmation.
Positive Highlights
  • Successfully helped the customer reset the router admin password.
  • Provided accurate information about the retirement of the Linksys mobile app and the shift to browser‑based management.
Agent Errors / Gaps
  • Did not give the customer the correct local web URL (http://192.168.1.1 or http://myrouter.local) to access the router settings.
  • Failed to walk the customer through enabling IPv6 in the web interface.
  • Ended the call without confirming resolution or providing a clear next‑step or follow‑up plan.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer needed to enable IPv6 passthrough but the call ended without this being confirmed or completed; agent did not verify the setting was changed.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided customer through app reinstall and password reset, regaining access to the interface, but did not progress to the actual IPv6 configuration step.
R3 Not Met Correct resolution path conf 90%
Correct path was to advise using the local web interface (app is deprecated), but agent never offered that solution.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (can't access settings via app) and pursued login recovery, but failed to diagnose the root cause: reliance on a deprecated tool (app) instead of the web browser.
T2 Not Met Appropriate tools / resources used conf 96%
Agent relied exclusively on the mobile app despite its deprecation; did not direct customer to use http://192.168.1.1 or http://myrouter.local, the correct and required tools per KB for this scenario.
T3 Met No misinformation conf 98%
Agent correctly stated that Linksys Smart Wi-Fi remote access is discontinued and that local management remains functional — consistent with universal_app_transition_notice.md.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control but lost momentum during silences and ended with abrupt disconnection language: 'I really need to force end this call to call you back immediately.'
C2 Partially Met Confirmed understanding conf 87%
Agent used terms like 'router password' and 'reinstall app' without simplifying for a self-described non-techie; missed opportunity to explain web browser access in plain terms.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed with the case, performed troubleshooting steps, and did not transfer or abandon responsibility.
O2 Not Met Proactive follow-through conf 95%
No clear next steps were given after password reset; agent did not instruct how to navigate to IPv6 settings or confirm completion of the requested change.
O3 Partially Met Closure confirmation conf 88%
Agent collected customer info but did not reference prior contact history despite customer mentioning previous support interaction a year ago.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope but misrouted due to tool misuse.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent said, 'I totally understand your concern,' showing basic empathy, but remained procedural without deeper acknowledgment of frustration from repeated access issues.
X2 Partially Met Tone & rapport conf 89%
Agent continued app-centric guidance despite customer’s low technical comfort; failed to pivot to simpler, more reliable web-browser method.
X3 Not Met Overall experience conf 96%
Customer was made to uninstall/reinstall the app and reset the password — unnecessary steps when direct web-browser access would have been faster and more reliable.
Call Transcript26 turns · 28 lines
Speaker 1
Oh, no. Hello there. Yes, I've got a Linksys router with a gig internet connection or a modem. I've had several different nodes for the Linksys and I just tried basically we had a power cut earlier. So I reset the box, my giga clear connection and also the nodes basically. I've got the solid blue lights. Everything seems to be working. I just need to make one change though, when on them, which I used to be able to do via the Linksys app. I need to change, I need to turn a setting on, on the app called IPV6. So it allows me to run my streams basically without blocking them. Like my Netflix and all that sort of stuff. So but I can't actually access the network. [silence] You do not have like a plus here installation here, a tick [silence] or any access to that? I would prefer it doing in my Linksys unfortunately. [silence] Okay, okay. I prefer it doing with my Linksys network. Thank you. And I also changed it back. I experienced a performance improvement in the sense that my streams are not blocked as before. [silence]
00:00
Speaker 2
Welcome to Ling's support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. This is Regina who can help you today.
00:00
Speaker 1
[KEEP_UNCERTAIN] Links is, uh, the, uh, the app now on my phone, because uh, I think it was, I think because I had these different uh, nodes like the parent and child nodes, I think it's uh, my account was sort of linked to one of the other ones, which potentially I don't use anymore. So, I can't really work out how to access the, uh, um, I don't really want to, I, I want to, ideally, avoid resetting, um, all all the existing sort of setup. I just wondered if there's any way from your end you could sort of, uh, identify the account and flick the switch or, I don't know if that's possible or uh, yeah. Uh, I contacted you about a year or so ago, um, and I've been using the app since then, but I can't seem to get the app to work for me now because it's, I think the app is linked to a uh one of the other nodes, you see. It's not recognizing the node that I'm using.
01:00
Speaker 2
Okay, so I totally understand your concern all about us, but by the way, is this your first time contacting us for support? Okay. And may I know your first name and last name?
01:00
Speaker 1
Yes Mark Watkins, Yeah, yeah, that's right, yeah, yeah, that's whiskey, alpha, tango, kilo, india, November, sierra, yeah, so mobile number 783 123 45, that's country code 44, uh, yeah, that's whiskey alpha tango tango yankee10078@gmail.com. I've got I've literally got two now, I need another one sending out basically another another I've asked my provider Giga Clear, I've asked him to send me a third node because I did have three but one of them packed up about a year ago.
02:00
Speaker 2
So your first name is Mark. M-A-R-K. And can you spell it for me, your last name? And your callback number, sir, just in case this call will disconnect. Thank you so much. Uhnnuh and your email. And how many Linksys devices do you have in total, sir?
02:00
Speaker 1
we couldn't restart it. And so I've literally just got the two nodes running now. So I use one as a main like the parent node and then I use another one in another room as the child node. And I haven't got one upstairs any longer so I'm waiting for them to send me another node [silence] Uh yeah yeah yeah yeah yeah yeah [laughter] Oh no no. The other node is broken. I've requested a third node be sent out. No, it's just what it is is I've got two I've got the two nodes working, basically got the parent node in in one room and I've got the child node in in another room. They're working. Got the blue lights on them. They both work. I just need to change a a setting on the Linksys on the Linksys app or the Linksys website but I can't access it myself because it's it's not recognizing my network now. But I know obviously the network's set up. Yeah, I just need to flick a it's a switch called IPv4
03:00
Speaker 2
So you have three links as devices in total. The two nodes are currently working and the the other one is not. That's why you called us and planning to set up the other node. Okay. Okay. I see.
03:00
Speaker 1
and I just need to turn it on because what happens is when we have a power cut or when there's a like a reset or something or a forced reset, it then, it seems to switch over to the IPV6 no, but I just need it to say yes so I can, as I say, it seems to block a lot of like Netflix streams and stuff when I watch them on my Fire Stick. Yeah, yeah. Jake, shut the dog up, please. Right, okay, let's just get that for you now. The serial number is 55 V for Victor 10 M for Mike 25 E for Echo 001-20.
04:00
Speaker 2
Yeah. Can you please, can you please provide the serial number of the parents noteser or the main router, from linksys? [silence]
04:00
Speaker 1
Let me have a look... SP NMX55, yes. Yes, that's right... So, yeah, they're identical sort of nodes with different sort of serial numbers. But, yeah, they're both provided by the internet provider. That's correct... My phone... Let me just have a look on that. Yeah, the Wi-Fi, I've got- I'm connected via Wi-Fi to uh to to the Gigaclear. Yeah. Um I'll get- yeah, I think, yeah, yeah, yeah, yeah. I think so. Yeah, I think it's- yeah. That's what I was having a bit of trouble with.
05:00
Speaker 2
And your Internet service provider is giga, right? Clear. And the model number for your lynksys device are is an SPM X55. And both routers provided by your Internet service provider, which is giga, right? Mhm. I see. And is your phone currently connected to your lynksys network? To the parent node of lynksys? To the lynksys router? [silence]
05:00
Speaker 1
I'm not too sure. I'm not too techie, so I don't really know which of the nodes it's, sort of, linked to, but I mean, yeah, I think it's, I think it's, if that's the one, yeah, that's the one I'm using the parent node by. Yeah, that's the one I'm on the bottom of, yeah, I'm assuming it's this one I'm linked to and not the, and not the child one, you say. Yeah, I can try that. Give me a minute. Let me try to do that now. So, what I didn't want to do is, basically, delete the account and do a factory reset. 'Cause that's going to reset all the nodes. And I've only just got it working again, you see. Well, I can I can uninstall the app if you want me to do that. Is that what you want me to do? Okay. Oh, give me one minute. I'll be back.
06:00
Speaker 2
On the bottom. Okay. That's good. This time, kindly uninstall and reinstall the Linksys app, sir.
06:00
Speaker 1
just loading now just installing that one um yeah that's what that's what it's called yeah so i'm just going to open it now bear with me yeah it's it's cool yeah it's the right one it's linky smart wifi so it basically says allow linky's to find devices on local networks all right i'm just going to put you on a speaker so i can hear you as i look at the screen bear with me i'm going to select allow there as well so let me just uh ah uh
07:00
Speaker 2
[silence] OK. Did you install the Lynksys Smart WiFi management? Yes allow. Mhm. Yes allow.
07:00
Speaker 1
okay so let's have a look then so I'm just going to go back to the app now so yes I've just logged in and I've entered password so I'm putting in let me put in the details that I think I think is my credentials which is my obviously my email let me just put that in now 107-88 yeah right all right okay all right let's try that okay let's try that I'll pick the tab that says root for password which one is it is it literally the one at the bottom of the node is that right yeah yeah let's give that a go and inside okay I think I've tried doing this a minute ago but let me just try it again
08:00
Speaker 2
So, I would like to set an expectation to that there are two options on how to log in on the Linksys app. I... try to log in using your router. Select router and not your email or skip for now. Yes, on the bottom of the... [silence]
08:00
Speaker 1
I'm just checking that matches, uh, right, it just says connecting to the router now, so let's wait and see if that connects, uh, uhuh, let's just go back to the logging screen, let me just see if I can log in, I'll click logging again, yeah, and it just says the incorrect password, um, I I mean I can try I, if it's the the one which you're using as the child node, if you like, is that gonna actually shouldn't, it it should, alright, okay, okay, reset password, uh, uh, oh.
09:00
Speaker 2
nothing okay just click reset or forgot password create a new one for your router password
09:00
Speaker 1
[silence] Right, I'm just going to find the recovery, hair. [silence] Right, okay. So, the account holder will be notified that this root password was changed. I put continue. Lovely. Enter new password. Okay. [silence] [done] [silence] Right. I've just reset that. I'm just waiting for that to go in now. I'll just say that password. Let's see if that works. All right, here we go. So, yeah, that's that's logged in. That's excellent. So it just says 19 devices, two nodes. Yeah.
10:00
Speaker 2
Okay. and I would like also to set an expectation here that, yes, you can still log in using your email and password, but then.
11:00
Speaker 1
right right Oh lovely Okay Oh that works yeah okay that's that's brilliant so if I get stuck again I'll be able to do that so uh let me just see if I can remember where to go now basically for this uh I think it was something like Wi-Fi settings let me just double check um advanced Wi-Fi settings um um um um that wasn't in there. uh um advanced settings maybe internet settings might be in that let me just quickly check that IPV automatic I'm going to put I'm going to turn that to on uh pass for your REX is an internet switch for the IPV packets [silence]
12:00
Speaker 2
discontinued the links to Linksys Smart Wi-Fi remote access. However, your router and internet connection will continue working normally, so you can still manage it by accessing the router password locally. Sure.
12:00
Speaker 1
Yeah, I've changed it to I rely on VEP six pass through, I'll give that a go. I think that should work, I believe. It's just going to reset my router. Um, actually I shouldn't cut out, you cuz I'm still on the phone as well. So... [silence]
13:00
Speaker 2
Mm-Hm. Yes and may I know the reason, sir, why you need to set an IP, VIX and link settings, hello? Hello? Are you still there? Okay, so I just want to make sure, sir, that your mic isn't accidentally muted on your end. And since there has been a response from the other line, sir, I really need to force end this call to call you back immediately. [silence]
13:00