V2 Rubric Detail — 442b31ea-81e1-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-17 13:13
Duration
5m 36s
Contact
816-564-6120
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00137623
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Set up New system

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication2.50/5
Ownership1.50/5
Escalation2.50/5
Customer Exp2.50/5
Overall41.4% (+13.4)

V2 Grader Summary

The agent applied a technically valid tool (5-press) for MX2000, which partially meets troubleshooting and escalation criteria per KB, but failed to resolve the login issue or establish next steps. While several indicators fall short of 'Met', the use of a documented procedure prevents them from being fully 'Not Met'. The call ended unresolved, but not due to complete inaction or critical failure.

V1 Case Analysis

Customer unable to log into new MX2000 router; agent incorrectly advised 5-press method as setup solution and failed to guide through recovery-key password reset. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and confirmed model (MX2000).
  • Asked about node placement and whether other nodes were plugged in.
  • Suggested using the 5-press pairing method on the main node as a setup alternative.
Key Observations
  • Agent incorrectly advised the 5-press method as a way to bypass the app login and set up the router automatically, which is not its function on a new, unconfigured MX2000 (contradicts KB documentation).
  • No instruction was given on using the five-digit recovery key to reset the admin password, the standard and correct procedure for forgotten passwords on Velop systems.
  • Agent failed to distinguish between the cloud account login (email/password) and the local router admin password, leading to confusion and the customer attempting incorrect credentials.
  • Customer accidentally logged into a different router on the network, indicating the agent did not confirm which device was being accessed.
  • Call ended without any validation of success or clear next steps, leaving the customer unable to complete setup.
Positive Highlights
  • Collected the device serial number early in the call, which is good protocol for identification.
  • Asked relevant questions about node placement and whether other nodes were plugged in, showing an attempt to understand the setup environment.
Agent Errors / Gaps
  • Misrepresented the purpose of the 5-press method, suggesting it could bypass the app login and set up the router automatically, which is incorrect for a new system.
  • Failed to guide the customer through the recovery-key password reset process, the correct solution for a forgotten admin password on a Velop router.
  • Did not clarify the difference between the Linksys cloud account (email/password) and the local router admin password, causing the customer to attempt the wrong credentials.
  • Did not verify which router the customer was attempting to log into, resulting in the customer accessing the wrong device.
  • Ended the call without confirming resolution or providing a concrete, correct next step, leaving the issue open and the customer unable to proceed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call still unable to access correct router: 'I logged into that one. I don’t want to log into that one.' No resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent initiated troubleshooting by requesting serial numbers and suggesting the five-press method, which is a documented procedure for MX2000. However, failed to guide through password recovery or verify login steps, leaving core issue unaddressed.
R3 Partially Met Correct resolution path conf 94%
Agent attempted to use a valid tool (5-press) for setup, but misrepresented it as an automatic setup method rather than clarifying its dual role in pairing and escalation. Did not default to factory reset or recovery key path despite password issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified the symptom (can't log in) and attempted a response with the 5-press method. However, did not ask targeted questions about recovery key, admin password history, or prior setup attempts to isolate root cause.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent used the 5-press method, a valid tool for MX2000 per universal_5press_models.md. However, did not leverage local admin access (192.168.1.1) or recovery key reset to resolve the password barrier, missing a key diagnostic step.
T3 Partially Met No misinformation conf 95%
Agent correctly referenced the 5-press method, which *is* supported on MX2000 per KB. However, inaccurately described it as a way to 'set it up automatically' without clarifying it does not bypass the need for a router password, leading to customer confusion.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent maintained basic call control by asking for serials and directing next steps, but used excessive fillers ('mm-hmm', 'ok um') and failed to establish a clear roadmap or manage expectations around time and resolution.
C2 Partially Met Confirmed understanding conf 93%
Agent used simple terms and followed customer’s lead on device names, but did not confirm understanding after key steps or adjust for customer’s urgency and confusion about which router was being accessed.
Customer Ownership
O1 Partially Met Ownership & empathy conf 94%
Agent stayed on the case and attempted a resolution path, but did not commit to follow-up or take ownership of the unresolved login confusion, allowing the call to end with customer still misconnected.
O2 Not Met Proactive follow-through conf 96%
No clear next steps or timeline provided after failed login. Customer was left to self-navigate without instruction on recovery key, factory reset, or escalation.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or observable; appears to be first contact for this issue.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 91%
Issue involved persistent login failure after attempted troubleshooting, which could warrant escalation. Agent attempted internal resolution but did not escalate, though the 5-press method itself generates an LTS ticket per KB, potentially fulfilling escalation in the background.
E2 Partially Met Escalation prep & handoff conf 88%
If 5-press was performed correctly, it automatically generates an LTS ticket with engineering per universal_5press_models.md. Agent did not explicitly inform customer of escalation path or expected follow-up, but the mechanism may have been triggered.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent did not explicitly acknowledge customer’s time pressure ('running out of time'), but remained polite and continued assisting. Lacked active empathy statements but avoided impatience or discourtesy.
X2 Partially Met Tone & rapport conf 91%
Agent matched customer’s technical level but missed cues of confusion when customer logged into wrong router. Did not check comprehension after critical steps, though maintained basic engagement.
X3 Partially Met Overall experience conf 90%
Customer repeated serial numbers, but agent used them for verification. Process could have been streamlined (e.g., skipping app login for local access), but some effort was reduced by directing a specific action (5-press).
Call Transcript11 turns · 11 lines
Speaker 1
Joy, my name is Phil, and I called because I was setting up a network at my business, and I got that taken care of. But I'm trying to set a network up at my home, and I have a MX 2000, and I'm trying to add two child nodes. And I have the parent node is pink, and it's ready to connect. And when I go to the Linksys app and I try to log in
00:00
Speaker 2
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. Hello, thank you for calling Linksys. This is Joy. How can I help you today?
00:00
Speaker 1
It wants to know my email and password, and I don't remember that. So I go to router password. And when I connect it, when I try to connect, it comes back with an error saying log into your router login with your router password first, connect to your Wi-Fi. So it says to go to my settings, which I did, and I have connected to it. It is called a Velop B65. I put in the password and I am on the Wi-Fi with that. But when I go and come back to this, it won't let me log into it with my router password. Three. It's going to be a total of three, the parent and two children. [silence]
01:00
Speaker 2
Mm-hmm. Mm-hmm. Yeah. Okay, I see. So um how many notes do you have in total for the system? Three? Mm-hmm. Mm-hmm. Um [silence] okay. Mm-hmm. Um this is Mr. Philip T. Mahijo. Right?
01:00
Speaker 1
No ma'am. That's my business. That's why I was telling you I was settling up a business the other day. Now I'm at home with brand new stuff settling it up here. The serial number. Yes. Five, zero, D as in Delta, 10, M as in Mike. Two, six, Charlie. One, seven, one, two, three. Thank you. Thank you. Yes, yes, I did. I, I, I I I plugged in the main node, wait till it's into it. In the set-up program, it told, [silence] [pause] in the set-up program, it tells me where it told me, [silence] [pause] that it, I don't know, require the additional install or something like that. And you can do that on two separate occasions at the same time. Okay, I see. Yeah. [silence]
02:00
Speaker 2
and the serial number of your parent node end A9371. Is that correct? Okay. Alright. Okay. Can you give me the serial number? for that one, please? Okay, thank you. Alright, so, uh, did you already plug in the other nodes? Right next to the main node? Okay, and all of them already? Okay. Mm-hmm.
02:00
Speaker 1
Uh me to um bring the other nodes close to it. So I brought the other nodes down, and then I started and then it went through a process, and then it came back and it wouldn't let me log into this. So we're going to use the five press method. Okay, meaning that within five seconds I'll do it right now. 1, 2, 3, 4, 5. Okay. It is red. Now it is purple. Lavender. It is blinking lavender. I was going to do that next, but I just thought man, I'm running out of time and I got to get to work by 9:00. Walk me through to this. So the um the parent node.
03:00
Speaker 2
ok um So what we're going to do is to set it up in a different method and after it will go online, we're going to use the links up if you wanted to change the name and the password. yes sir So you do the five press method on the main node to set it up automatically. yes. Yup. Ken. Oh
03:00
Speaker 1
Is blinking lavender. The other two nodes are just solid pink. Oh, now it says great, you are connected. Connecting to your router. Enter the router password. So now we're going to enter the router password. Let me do this really quick. I'll see here. I appreciate your help. Okay. Sorry, that is an incorrect password. Maybe it's a password I set up. Let me try it. Okay, and it's taking the password that I'd set up originally. Okay, so now [silence] [silence]
04:00
Speaker 2
okay, all right, so if they will start to blink, that means they're trying to connect also, okay, Okay. Here it comes here [silence] [silence]
04:00
Speaker 1
it says, I am logged in. Um, Now, I have another router on this that I want to add as a child node. Let me see here. What, is that what I logged into? Oh my God, I logged into that one. I don't want to log into that one. Okay, let me try to log into this one.
05:00