V2 Rubric Detail — 5087401c-64d3-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 13:50
Duration
7m 49s
Contact
Piotr Sikora
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132937
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution4.06/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.86/5
Overall75.1% (+11.1)

V2 Grader Summary

The issue was resolved as confirmed by the customer, and ownership was maintained without escalation. However, the agent failed to use or recommend the KB-recommended web browser method (http://192.168.1.1 / http://myrouter.local), which is the primary resolution path for app detection issues, resulting in unnecessary app-focused troubleshooting. This omission constitutes a critical failure in tool use (T2) and increased customer effort (X3), though the outcome was still successful.

V1 Case Analysis

Customer unable to add MX4200 Velop network in Linksys app (router not detected). Agent advised uninstall/reinstall app and log in using router admin password. Customer reported issue resolved.

Troubleshooting Steps
  • Confirmed router LED status (solid blue, indicating healthy state).
  • Suggested uninstalling and reinstalling the Linksys app.
  • Guided customer to log in using the router admin password (discussed recovery key vaguely).
Key Observations
  • Agent assumed the router model (MX4200) without customer confirmation [03:00].
  • No serial number was collected, and warranty status was not discussed or inferred.
  • Guidance on admin password creation vs. recovery key usage was unclear and potentially misleading [05:00–06:00].
  • Customer reported resolution after following the steps, indicating a functional outcome despite procedural gaps.
  • Agent did not clarify the difference between Wi-Fi password (on label) and admin password (user-created).
Positive Highlights
  • Confirmed router LED status was solid blue, indicating healthy device state [03:00].
  • Suggested appropriate troubleshooting step: uninstall/reinstall the app to resolve detection issues [04:00].
  • Recommended correct path: logging in via router admin password, which aligns with KB guidance for app detection failures.
  • Customer confirmed resolution after following instructions, indicating practical effectiveness [07:00].
  • Maintained polite tone and apologized for inconvenience, showing empathy.
Agent Errors / Gaps
  • Assumed product model (MX4200) without verifying with the customer [03:00].
  • Did not request or record the router serial number.
  • Provided unclear and potentially inaccurate explanation of recovery key function—implied it resets admin password but did not clarify it is for forgotten passwords, not initial setup [05:00–06:00].
  • Did not confirm whether the customer had access to the router admin interface or knew the admin password before proceeding.
  • Did not explain the difference between Wi-Fi password (on label) and admin password (user-created).
  • Did not confirm if the device was connected to the correct Wi-Fi network or if the app was updated.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'Okay so I got it set up and now it's working okay. That's it yeah. No that's great thank you.'
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested app reinstallation and router login, but did not guide customer through web browser access (http://192.168.1.1 or http://myrouter.local), which is the recommended method per KB for app detection issues.
R3 Met Correct resolution path conf 92%
Agent pursued a viable path (reinstall app, use admin password) despite app limitations, aligning with KB guidance to use web browser when app fails — though web option was not offered.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent asked about LED status and ISP, confirming basic operation, but did not investigate whether the router was accessible via local web browser — a key diagnostic step per KB for app detection failure.
T2 Not Met Appropriate tools / resources used conf 95%
The KB clearly states that web browser access (http://192.168.1.1 or http://myrouter.local) is the recommended method when the app fails. Agent did not mention or suggest this fundamental troubleshooting step, which is required for app-detection issues.
T3 Met No misinformation conf 96%
Agent correctly explained that the label password is for Wi-Fi, not admin access, and that a separate admin password must be created — consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but failed to frame the interaction clearly, had multiple long silences, and did not provide structured next steps or transitions.
C2 Met Confirmed understanding conf 93%
Agent used plain language, avoided jargon, and responded to customer’s concerns in an accessible way, adapting to customer’s frustration level.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case throughout, did not transfer, and followed through until customer confirmed resolution.
O2 Not Applicable Proactive follow-through conf 95%
Issue was resolved during the call; no follow-up or disconnect commitments were made.
O3 Not Applicable Closure confirmation conf 98%
This was the first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent apologized sincerely ('I apologize for the inconvenience') and acknowledged customer frustration with the app, showing empathy.
X2 Partially Met Tone & rapport conf 85%
Agent remained polite but did not actively adapt pacing or tone to customer’s agitation; missed opportunity to validate repeated app failures.
X3 Not Met Overall experience conf 93%
Agent asked for serial number despite it not being used, failed to obtain it, and did not offer the faster web-browser method — forcing customer through redundant app troubleshooting instead of a known working alternative.
Call Transcript16 turns · 16 lines
Speaker 1
So, here is what happened. I was trying to tweak my network, my mesh network using my Linksys app, and your app kept freezing and freezing and freezing, so I... I... I thought your app was free, and it's not. It's like, three months of free trial plus. So, uh, yeah. I don't use your app, ever... ever again.
00:00
Speaker 2
welcome to links' 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.links.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly callback later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling. This is R Rgina. I'm going to help you today.
00:00
Speaker 1
I deleted it, and I downloaded it again, I signed in, and now I'm trying to add my network into it. I've signed into my Linksys account, and I'm trying to add my network to it, but it's saying it doesn't see the router. It says, "Oops! Something went wrong, we can't detect your router." [silence] First time this year, yeah? Yes. First name P-I-O-R. Last name I-K-O-R-A. Yep. [silence]
01:00
Speaker 2
But is this your first time calling us for support? And are you calling from the United States? May I know your first name and last name, sir? So P I O T R is your first name and your last name is Sikora.
01:00
Speaker 1
917-535-6653. secueadoraP at me.com...how many what? [silence] Oh, I have I'm sure [silence] 38 [silence] under [silence] 20, Mary [silence] 19, David 02 538.
02:00
Speaker 2
and your call back number. and your email. and how many Linksys device do you have sir? Linksys. Linksys Throuter. Can you please provide the serial number of the main router?
02:00
Speaker 1
It's not connected right now. Yes. But that's not the issue. The issue is not with the devices. The issue is with the, with the app not seeing my network. Spectrum. Yeah. The internet is working fine. Everything is working fine. Everything here, the whole network, the whole network is working fine. There's not a problem with the network. The problem is with your app.
03:00
Speaker 2
okay, so The model Model number of your link sys devices are MX 4200. It But who is your internet service provider? Okay. So what is the current light indicator of the parent node, sir? Solid Blue? How about the three child nodes? Yeah, it's okay. But I totally understand that one, sir. And they're really
03:00
Speaker 1
Blue. Yes. Yes, that's I just that started the sentence with, that's what I told you I did. That's why I'm having this problems. Log in using a router password. So you want me to log out. Okay. you
04:00
Speaker 2
I apologize for the inconvenience, but I just really need to make sure is the light indicator of your links is devices are they all solid blue. Okay, have you tried to uninstall and reinstall the Linksys up. Can you please log in using a router password. Yes, and select router to log in.
04:00
Speaker 1
Mm. Recovery key. Okay. [silence] Router. Passphrase. log in when connected to your home Wi-Fi works. Even if you have no internet service. [silence] So, like, I'm going to have I also enter the key recovery key. I have to make a password, or do I use the password that's on the bottom of the router? [silence] So, what's the password on the bottom of the router for? [silence]
05:00
Speaker 2
No, you need to create an admin password and follow the requirements.It's a default Wi-Fi password that you're going to connect your, your devices.If it will ask you for the recovery question, it's a recommended [silence].
05:00
Speaker 1
O. K. Can it be the same as my Wi-Fi password? O. K. [silence] That's fine.
06:00
Speaker 2
Yes you can but on creating a router password you need to follow standard rule or requirement.
06:00
Speaker 1
Okay. Okay so I got it set up and now it's working okay. That's it yeah. No that's great thank you. Why doesn't the app tell you to do that? Why doesn't the app tell you to do that? That's not the set up that it tells you to do when creating a network. And okay. Thank you very much. Okay. Thank you very much. Bye bye. You too. Bye bye.
07:00
Speaker 2
[ silence ] So is there anything else that they can help you with? Yes. Okay, you're welcome. Just feel yeah, I do really apologize for. Yeah, there are two method. Okay, you're welcome and have a great day. Bye.
07:00