V2 Rubric Detail — 4f4270ae-76f4-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-03 15:31
Duration
5m 39s
Contact
+447554435533
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall4.0/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall93.8% (+13.8)

V2 Grader Summary

The agent correctly identified that the SPNM‑series router cannot be managed via the Linksys app and guided the customer to use the local myrouter.info interface, including password‑reset instructions. While the solution was provided, the call ended without confirming successful login, resulting in a partial resolution.

V1 Case Analysis

Customer unable to access SPNM62 router admin page after mesh node replacement; advised to use myrouter.info with label password or 'Forgot password' option for recovery.

Troubleshooting Steps
  • Confirmed SPNM62 model does not support cloud login and requires local access via http://myrouter.info.
  • Instructed customer to use the admin password printed on the router label (default Wi-Fi password).
  • Informed customer of the 'Forgot password' option on the login page for password recovery.
Key Observations
  • Agent correctly identified that the SPNM62 model requires local access via http://myrouter.info and does not support cloud login.
  • Agent provided accurate instructions for accessing the admin interface and recovering the password using the label password or the 'Forgot password' option.
  • Agent did not mention the five-digit recovery key method, though the 'Forgot password' option is functionally equivalent per KB.
  • Agent did not collect the serial number, which could be useful for future reference.
Positive Highlights
  • Correctly identified that the SPNM62 model does not support cloud login and must be accessed locally.
  • Provided the correct local admin URL (http://myrouter.info).
  • Clearly explained that the admin password is the same as the Wi-Fi password printed on the router label.
  • Informed the customer about the 'Forgot password' option on the login page as a recovery path.
  • Acknowledged the customer's email-delivery issue and provided an immediate, actionable alternative.
Agent Errors / Gaps
  • Did not request or confirm the serial number, which may be useful for warranty or future support.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent provided correct steps to access myrouter.info and reset password, but did not confirm successful login or resolution of printer connectivity issue.
R2 Met Diagnostic thoroughness conf 94%
Agent identified the issue (app incompatibility, missing email) and provided a clear path to resolve by using local web access.
R3 Met Correct resolution path conf 96%
Correctly chose local‑only access for an SPNM‑series device and avoided unnecessary cloud/app steps.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent asked for the model, recognized the symptom (no email, app not working), and pinpointed the root cause (router must be accessed locally).
T2 Met Appropriate tools / resources used conf 90%
No additional tools were required for this scenario; the agent provided the appropriate web‑URL solution without unnecessary tool use.
T3 Met No misinformation conf 95%
All technical instructions (use myrouter.info, password on router bottom, password‑reset option) match the Linksys KB.
Communication
C1 Met Clear & professional language conf 94%
Agent set expectations about app incompatibility, guided the call step‑by‑step, and kept the conversation on track.
C2 Met Confirmed understanding conf 92%
Agent used plain language, repeated key instructions, and confirmed understanding before ending the call.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent handled the entire issue without transferring and followed through with a solution.
O2 Met Proactive follow-through conf 94%
Agent gave clear next steps (go to myrouter.info, use password or reset) and no further follow‑up was required.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent expressed apology for the email issue and thanked the customer, maintaining a courteous tone.
X2 Met Tone & rapport conf 91%
Agent matched the customer's pace, asked clarifying questions, and kept the dialogue engaged.
X3 Met Overall experience conf 94%
Provided direct URL and password‑reset option, avoiding the need for additional emails or app steps.
Call Transcript12 turns · 12 lines
Speaker 1
Welcome. Oh hi, I have an account but I'm struggling to get access to it. And I've tried to reset the password. But the, I expected to get an email to, from you to my account but that hasn't come through yet. So I'm not quite sure what to do next. Sorry, just giving it a second. Hang on. Model number is Sierra, Papa, November
00:00
Speaker 2
Welcome to Linksys support to assure quality service, your call may be monitored, please remain on the line for assistance. Hi, thank you for calling Linksys my name is Ven, and I'll help you today. and what's the model of your router as well?
00:00
Speaker 1
mike 6.0 yes yeah I mean the the the broadband itself is working fine but I'm what I'm trying to do is uh we have a printer um and uh and so the right the the router itself the two we've got two of the uh sort of sister boosters and what happened is the we renew the sister boosters and uh having done that the excuse me the uh printer no longer talks to our uh router so I'm trying to get into the linksys router to redefine the link to our to the other piece of hardware the uh it's a it's a unit hardware packer
01:00
Speaker 2
You mentioned you were having some account issues where you're trying to associate this m60 to your Linksys app. I see.
01:00
Speaker 1
Sure, it's a Japanese maker's printer that's what I'm trying to do. So, the broadband itself is working fine. It's just getting the the the router, excuse me, and the two uh sister boosters to basically talk to the printer. So, what I'm trying to do. Yeah. I got I got that in front I've got that in front of me.
02:00
Speaker 2
All right. For this specific model that you have, I'll set expectations. This is not compatible for the Linksys app. In other words, what you have here is a pinnacle unit, a cognitive mesh. And its router settings is only accessible through the web interface either on a laptop or a computer. Linksys Smart Wi-Fi is no longer. I'm sorry. The email is associated through the cloud. We will [silence]
02:00
Speaker 1
Yep. Okay. All right. So what do I need to do then? Brief. Power. Right. Okay. Do I, but do I need to log into the Link tree site to do that or can I just do it, um, with, Yeah.
03:00
Speaker 2
is no longer used cloud services and it's no longer accessible. As you mentioned, you weren't able to receive any email. Cloud services are no longer available on the link is up, so there's no more emails you're going to be receiving through it and it's only accessible on local access instead. So once again, you cannot associate your SPM 62 a app, so you can disregard the app. You need to access your rooter settings through a laptop or a computer. Yes, you need to enter My rooter.info. Once you're in MyRooter.info, it will require your router's password and from there, you'll be rerouted to your router settings.
03:00
Speaker 1
My router, um, okay, Myrouter login or Myrouter Linksys? Okay. All right. So, obviously, I need to try something. If my if my password, sorry, if the the password itself, is that the thing that's on the bottom part of the of the router itself? Yeah. Correct. If I've changed that, if I've changed that to something else, um, presumably, yeah, I think I may have changed it to something else. If I have changed it to something else, then I need to put in the right one. If I'm if I'm unable to do that, because I've uh, forgotten the correct password, what do I do? Can I just reset the uh, press the button to sort of reset the router back to factory settings and then use the password
04:00
Speaker 2
myrouter.info, so myrouter.info, put in the credentials that it will be asking, and you're now in your router settings afterwards. Yes, that's the one.
04:00
Speaker 1
this on there the bottom of the the router itself. Yeah. Yeah. All right. Okay. I'll give it a go. That's been helpful, but I'm glad I don't need to wait for emails anymore cuz it wasn't coming through. All right. I'll give it a go. Thanks very much. Yeah. Yeah. Yeah. Thank you. Yeah. Bye. Bye.
05:00
Speaker 2
The page will give you an option to reset the password if you cannot remember the other one. So you don't have to worry about it. All right. Thank you for calling Linksys. Take care and have a great day. Bye-bye for now.
05:00