V2 Rubric Detail — 4f9b6d36-5f74-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 17:47
Duration
11m 3s
Contact
No Name
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132083
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Trouble accessing the linksys app

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol4.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall74.7% (+18.7)

V2 Grader Summary

The agent successfully resolved the customer's issue by guiding them through app reinstallation and router password reset, resulting in dashboard access and device visibility. While the outcome was positive, troubleshooting lacked depth in diagnostics and communication had minor clarity issues, warranting partial scores in several areas. No escalation was needed or performed.

V1 Case Analysis

Customer unable to add MR7350 router to Linksys app after switching email accounts. Performed password reset via recovery key. Dashboard accessible post-reset, but app detection not confirmed. Follow-up recommended.

Troubleshooting Steps
  • Collected model number (MR7350), serial number (10M2BA05637), and ISP (Optimum).
  • Advised turning off cellular data and reinstalling the Linksys app (unnecessary step).
  • Guided through router password reset using the recovery key.
  • Verified dashboard access and device list after reset.
Key Observations
  • Agent introduced unnecessary steps (cellular data toggle, app reinstall) before diagnosing the password issue (04:00–05:00).
  • Customer provided serial number with pauses; agent captured it correctly despite ASR ambiguity.
  • Agent did not confirm whether the app could detect the router after the password reset, leaving the primary symptom unvalidated (09:00–10:00).
  • Agent failed to set expectation for follow-up or next steps if the issue persists.
Positive Highlights
  • Correctly collected model number (MR7350), serial number (10M2BA05637), and ISP (Optimum).
  • Accurately guided the customer through the recovery key password reset process per KB.
  • Provided correct information that existing Wi-Fi devices retain connectivity after password reset.
Agent Errors / Gaps
  • Recommended unnecessary troubleshooting steps (disabling cellular data, reinstalling app) before identifying the root cause.
  • Did not confirm post-reset that the router was discoverable in the Linksys app, only that the dashboard was accessible.
  • Failed to establish whether the original issue was resolved or if further action is needed.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed password reset success, accessed dashboard, and saw connected devices; ended call satisfied with resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested app reinstall and password reset, but did not verify Wi-Fi connection to the correct network or confirm if the router was in setup mode; skipped basic checks like SSID match or local access via http://myrouter.local.
R3 Met Correct resolution path conf 95%
Issue was app pairing failure, not hardware or warranty-related; agent correctly pursued software/configuration troubleshooting path instead of misdirecting to RMA or paid support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (app can't find router) and collected model/serial, but failed to ask critical diagnostic questions: whether phone was on 2.4GHz band, if router was broadcasting expected SSID, or if local access worked.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (e.g., remote session, logs) were necessary; agent used appropriate self-help steps (reinstall, reconnect, reset) aligned with KB guidance for app discovery issues.
T3 Met No misinformation conf 98%
Instructions to disable cellular data, connect to Linksys Wi-Fi, reinstall app, and use recovery key are all technically accurate per linksys_cloud_account.md and adjacent_gaming.md (app setup guidance).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call flow but used repetitive filler ('um', 'sir') and unclear phrasing like 'under the links as name'; did not set clear expectations or summarize next steps.
C2 Partially Met Confirmed understanding conf 80%
Agent used inconsistent terminology ('links as', 'paycheck') likely due to accent/ASR, but customer followed instructions; minimal adaptation to customer’s confusion about account migration.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent stayed on the call, did not transfer, and guided the customer through to successful resolution without deflection.
O2 Partially Met Proactive follow-through conf 85%
Agent provided immediate actions but did not specify expected outcome timing or offer follow-up; customer had to infer completion point.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 with proper app troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized ('I do apologize to hear that') and maintained polite tone throughout, ending with appreciation and well-wishes despite customer’s initial frustration.
X2 Partially Met Tone & rapport conf 80%
Agent used scripted, generic responses and filler language; did not adjust pace or simplify explanations despite customer’s uncertainty about account migration.
X3 Partially Met Overall experience conf 80%
Customer had to repeat serial number and perform multiple manual steps (uninstall, reinstall, reset); agent could have reduced effort by confirming known info or guiding more efficiently.
Call Transcript21 turns · 21 lines
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 select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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, please have your devices serial number and contact information ready.
00:00
Speaker 1
Hey, um, so I had a Linksys account with an old email, um, so I went through the Linksys app and I closed that account and now I'm setting up a new account with my new email, um, and I went through all the steps and, um, one of the questions it asked me was, um, add an existing router, so that's what I did, and then it asked me to find the router, and I did, but it can't find the router. It has trouble finding it. And, um, the router is plugged in. I mean, I have Internet. I'm streaming,
01:00
Speaker 2
If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hello, thank you for calling us at technical support. This is charm. How can I assist you today?
01:00
Speaker 1
Searching stuff right now, so I know it's I know it's a working right? I just it can't find my router. Uh, Let's see. I'm looking in the bottom of it. The model number. Is that the right? WPS? I'm sorry, do what? Okay, model number. Okay, I see it, yeah. Um, it is MR7350. Serial number is 33.
02:00
Speaker 2
All right, got it. I do apologize to hear that one sir. Um, let me assist you with this. Um, for instance, before we proceed, can I provide the model number and the serial number of your link service device? Um, it's under the links as name. Under the links as name. Can you see the links as name? Arrive. How about the serial number?
02:00
Speaker 1
See is in cat. [silence] 10 m 2B A 05 637. [silence] The internet service provider is Optimum. I'm sorry. Do is my phone connected? Yes. Yes. [silence]
03:00
Speaker 2
Got it. All right. And also, so you may know who is your internet service provider? Optimum. All right. And when you access the links is app, sir. Does your phone is it connected when you try to access the length app? Yes, connected to the Wi-Fi to the length as Wi-Fi. All right, right.
03:00
Speaker 1
Did I turn off my cellular data? Uh, no. Uh, alright. I guess, um, okay. So it's not letting me turn off my cellular data. I can turn off,
04:00
Speaker 2
And did you turn off your cellular data? Yes. Okay. So with regards to this one, sir, Kinda turn off your cellular data and then connect to the links at Wi-Fi and next is reinstall I mean, un-install and reinstall the app and access the paycheck and or the Lynx's apps again.
04:00
Speaker 1
okay I turned off my Wi-Fi. okay I turned off my cellular data [silence] uninstall the app and reinstall it. okay let me uninstall uh it's not giving me an option to uninstall. okay uninstall okay uninstall the Linksys
05:00
Speaker 2
Now you can turn off the Wi-Fi circuit. Um, you need to be connected to the Linksys Wi-Fi for you to access the Linksys app. All right. And try to uninstall and reinstall the app. Yes, please. You can just press and hold that app, sir, or that application so that it will pop up the uninstall option.
05:00
Speaker 1
Alright. So now I've got to go back and download it. Um, a couple years ago, I would say. But I just got a new phone yesterday. So that's why that holds email. I didn't sync it up to this phone because it's so old. So I'm wondering, but, but the um, but the account with Linksys was with that old email. So I'm wondering if that had anything to do with it. Alright, I opened up the account, uh, hey. Router password?
06:00
Speaker 2
Confirm, when did you purchase this device or this links this router? Yes, can be input router password, can be.
06:00
Speaker 1
No. I did change the router password, but it, it just, all right, it just changed screens on me and went to already using a Linksys product, and it asked me to log in. Okay. Uh, no, now it's showing router password, so you want me to try the router password? Okay. All right, let's see what that does. That says it's an incorrect password. Uh, yes.
07:00
Speaker 2
Yes,
07:00
Speaker 1
Enter a recovery key. Okay. Phone number will be notified if this router password is changed. Okay. New password.
08:00
Speaker 2
[silence] Shumar these are the passports. Yes, the recovery key.
08:00
Speaker 1
okay. submit. okay. our password was reset successfully. okay. now it shows me my devices. it shows me my devices that I have online. Um. and that's it. I don't have an account. Yes. I'm on the dashboard.
09:00
Speaker 2
Alright, what's the next step? Alright, so you're already, you're already on the dashboard. uh. uh. All right. And you see how many devices are connected, right?
09:00
Speaker 1
Yes, five. Oh, really? Okay. I gotcha. Um... Uh, no. Um, so all the other devices, do they need to have their password reset to connect or no? Do they get to stay connected? Okay. All righty. Well, I appreciate your help. Thanks, you too. [silence]
10:00
Speaker 2
All right. So yes, you can just access that once they're using the router password without using your account or your email address. Yes, sir. All right. So is there anything else, sir that this is what I'm going to do? If there are not connected, sir, then you can just connect manually and input your Wi-Fi password. All right. Thank you so much also, sir. Have a good one. Bye for now.
10:00