V2 Rubric Detail — 4c514e34-73bf-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 13:34
Duration
14m 2s
Contact
Gibbs
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135134
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Trouble accessing the linksys app

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.5/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership3.00/5
Escalation0.00/5
Customer Exp3.21/5
Overall63.5% (-6.5)

V2 Grader Summary

The agent successfully resolved the login issue by guiding the customer to use the recovery key on the device label, which is the correct procedure per universal_password_login.md. While technical accuracy was maintained, the agent unnecessarily proposed an escalation and lacked empathy for the customer's frustration.

V1 Case Analysis

Customer unable to log into Linksys app for MX6200 mesh. Agent collected model/serial, guided to create new router password via local interface. Customer confirmed access restored.

Troubleshooting Steps
  • Collected model number (MX6200) and serial number (58W10M26D01262).
  • Confirmed ISP (Spectrum) and that customer was connected via Wi-Fi.
  • Advised using router admin password instead of cloud account credentials.
  • Guided customer to create a new router password via local web interface.
  • Confirmed customer regained access to dashboard.
Key Observations
  • Agent prematurely escalated at [09:00] without attempting basic troubleshooting (e.g., local login, reboot).
  • Agent provided technically accurate guidance on router password vs. cloud account and correctly referenced the recovery key on the label.
  • Communication was unclear and lacked empathy; phrases like 'turn off your self-made data' [10:00] confused the customer.
Positive Highlights
  • Accurately collected model (MX6200) and serial number (58W10M26D01262) at [08:00]-[09:00].
  • Correctly distinguished between router admin password and cloud account credentials, per linksys_cloud_account.md.
  • Provided accurate instruction to create a new router password via local interface, aligning with KB guidance.
  • Correctly directed customer to the recovery key on the device label for password recovery.
  • Confirmed resolution by asking if customer accessed the dashboard at [13:00].
Agent Errors / Gaps
  • Premature escalation at [09:00] without attempting local login or reboot, violating standard troubleshooting flow.
  • Did not guide customer to attempt local access (http://192.168.1.1 or http://myrouter.local) before suggesting escalation.
  • Used confusing phrasing: 'turn off your self-made data' [10:00] instead of 'mobile data'.
  • Failed to acknowledge customer frustration or provide empathetic reassurance.
  • Did not confirm whether the customer had already tried a factory reset or password recovery.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'I got access' and expresses gratitude, indicating successful login to the router interface.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent asked about Ethernet connectivity and router password, but skipped basic troubleshooting (reboot, firmware check) and prematurely escalated despite a resolvable configuration issue.
R3 Met Correct resolution path conf 95%
Agent correctly identified the issue as a login/access problem and pursued a valid resolution path (recovery key password reset), appropriate for the symptom and product status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified the symptom (can't log in) and asked relevant questions, but did not establish a logical diagnostic sequence or rule out simple causes before jumping toward escalation.
T2 Met Appropriate tools / resources used conf 93%
No advanced tools (remote session, logs) were required; the issue was local access/login-based, and the agent used the correct KB-backed method (recovery key) without missing a necessary step.
T3 Met No misinformation conf 96%
Guidance on using the recovery key (found on label) and creating a new router admin password aligns with universal_password_login.md and is technically accurate.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic control but introduced confusion with unclear phrasing ('self-made data') and announced an escalation that was neither executed nor necessary, undermining call framing.
C2 Partially Met Confirmed understanding conf 84%
Agent used simple terms but exhibited awkward phrasing ('self-made data') and did not confirm understanding after key steps, risking miscommunication.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case throughout, did not transfer, and saw it to resolution without abandoning responsibility.
O2 Not Met Proactive follow-through conf 91%
Agent promised to 'escalate' and 'stay on the line' but provided no timeline, failed to follow through on escalation, and left the customer uncertain—breaking an implied commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Escalation was proposed for a straightforward password recovery issue that falls within L1 scope per KB; no valid trigger (hardware fault, repeat contact, customer demand) justified escalation.
E2 Not Met Escalation prep & handoff conf 93%
Agent announced escalation but provided no details (team, reason, expected timeline) and never informed the customer that it was canceled or unnecessary.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite and professional but did not acknowledge the customer’s frustration ('tried all my emails, it's not there') or repeated effort—only offered generic closing pleasantries.
X2 Partially Met Tone & rapport conf 85%
Agent continued with unclear phrasing ('self-made data') despite customer hesitation, but did adapt by guiding the customer to the recovery key solution when confusion arose.
X3 Met Overall experience conf 95%
Agent avoided making the customer repeat information and directly guided them to the correct resolution (recovery key) without unnecessary steps or holds.
Call Transcript12 turns · 14 lines
Speaker 1
Welcome to. Thank you. Please. [silence]
00:00
Speaker 2
Welcome to Linksys support. to ensure quality service, your call may be monitored. for in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. for assistance, press one now. For out of warranty products, paid support may be available depending on your issue. to hear more about your service options, press two. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. for out of warranty product, paid support option may be available depending on the issue. Music.
00:00
Speaker 1
Hi, I have, uh, a Linksys mesh system. I've had it in my house for several years with no problems, but I recently got a new phone and switched things over, tried to log in, and it doesn't even show up on my account anymore. I can't, I've tried all of my emails, it's not there. It's just not there. So, I'm uncertain of how to [silence]
07:00
Speaker 2
Hello, thank you for calling Linux's technical support. This is Tram. How can I assist you today? [silence]
07:00
Speaker 1
Yes, I was trying to log in on the synaptic. Yes. yes. _____ is MX six, two, zero, zero 5 8 W 1 0 M 2 6 D 0 1 2 6 2. My internet service provider is spectrum. Well, that was a little confusing because then it looks like you're creating a password or something. Yeah, I didn't want to screw up what I've already got going on. Um.
08:00
Speaker 2
micro. That's true. Okay, so when you tried to log in to the Linksys app, have you tried to log in using your using the router password instead rather than your email and your password? [silence] Can I have the model of the router please? Cause this is a newer model that we have. [silence] Cool. So just to verify, were you able to access the internet using an Ethernet cable? Okay. So, just stay on the line right across here. So, I'll like to escalate this issue of yours over to our technical staff so I can provide you more information that regards in regards with what your issue is and provide you more help concerning the issue. Is that okay with you? Yeah. Human. Yeah. Stay on the line for a few minutes here, so we can properly escalate and troubleshoot the issue that you're experiencing from our technical staff. Keep you updated. That's all the information I need. So, we'll be doing an escalation right now. Please hold on while your patients.
09:00
Speaker 1
Let me, let me go back. Just a second. I am connected to my Liski's Wi-Fi, but my, um data is not turned off. So I, think that, hmm. Yep, turned it off. So when I go to the router password option, it says, let's create a password.
10:00
Speaker 2
Okay. Uh-huh. All right. All right. Kind. Can you turn off your your self-made data? I see all right. Okay.
10:00
Speaker 1
So that's what I do? Will that change the password to connect to the Wi-Fi or the? Okay. All right. Not once has recovery?
11:00
Speaker 2
I see. Right. Can you create a new router password? That's for your router settings. Yes, please. The Wi-Fi? No. It's just for the router settings there. Yes, the recovery key, you'll, you'll find it under the main node or the parent node. It's on the label.
11:00
Speaker 1
All right. So now it wants me to log in. Oh, a password. I see. Yeah. Okay. All right. that's got me connected. Excuse me. What was that? Yes. Yes. I got access. Um... I don't think so. Thank you so much for the help. All right. Thank you so much. you too. Bye-bye[ silence]
12:00
Speaker 2
all right and are you on the dashboard already? [silence] are you already on the dashboard? [silence] all right so you already accessed the link to this app. [silence] I see you got it. [silence] all right so is there anything else you're good to see with other than this? [silence] I so it you're very much welcome sir. So if ever you have any problem with regards to your router then you can contact us back all right. [silence] you're welcome have a good one. Bye for now. [silence]
13:00