V2 Rubric Detail — 53075c40-643e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 20:03
Duration
31m 0s
Contact
John Sabine
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132835
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Re: Linksys Support - Can't login to LSWF app - #LTS00046427
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall27.9% (-20.1)

V2 Grader Summary

The agent made partial efforts by suggesting app reinstallation and requesting screenshots, but failed to resolve the core login issue due to inaccurate information and lack of diagnostic depth. While some communication and ownership behaviors were present, the absence of tool use, escalation, and technical accuracy left the customer stranded. The interaction was marked by unnecessary customer effort and unresolved confusion.

V1 Case Analysis

Customer unable to log into Linksys app; after entering email and password, app shows 'We found a new network – add this network to your account' screen and cannot proceed. Agent suggested reinstalling app, using router password, and requested a screenshot. Issue unresolved; agent promised email follow-up.

Troubleshooting Steps
  • Asked customer to force‑close and reinstall the Linksys Smart Wi‑Fi app
  • Requested a screenshot of the problematic screen
  • Suggested using the router admin password for login
Key Observations
  • Agent never collected essential device information (model, serial, warranty).
  • Repeatedly suggested reinstalling the app without diagnosing the root cause.
  • Provided potentially incorrect guidance about Smart Wi-Fi account deprecation [15:00], contradicting KB guidance for Velop models.
  • Failed to confirm whether the customer was actually logged in or stuck in setup flow.
  • Ended call without confirming resolution or next steps, relying on a promised email.
Positive Highlights
  • Agent correctly identified the need for a screenshot to diagnose the UI issue [18:00].
  • Offered to email the customer with further instructions, providing a path for follow-up [19:00].
  • Maintained a polite tone and attempted to guide the customer through basic app troubleshooting steps.
Agent Errors / Gaps
  • Missing product model/serial number and warranty verification.
  • Failed to verify whether the problem was with the cloud account or router password before giving advice.
  • Incorrectly stated that 'Linksys Smart Wi-Fi accounts are no longer available' [15:00], which is not accurate for Velop models per KB.
  • Did not confirm that the suggested steps resolved the issue before closing.
  • Ended call without summarizing next steps or ensuring customer could send screenshot successfully.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer repeatedly describes the 'found a new network' prompt and inability to proceed; agent never resolves the login issue or confirms resolution.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent suggests force-closing and reinstalling the app, which are relevant troubleshooting steps, but skips deeper diagnostics like checking account deprecation status or guiding router password login.
R3 Partially Met Correct resolution path conf 91%
Agent correctly identifies the app login issue and attempts resolution via reinstallation and screenshot, but incorrectly states Linksys Smart Wi-Fi accounts are no longer available, leading to confusion.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent does not ask diagnostic questions about the customer's account type, router model, or app version; no root cause is identified.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., account lookup, remote session, firmware check) are used; agent relies solely on customer description and screenshot request.
T3 Not Met No misinformation conf 95%
Agent states 'Linksys Smart Wi-Fi accounts are no longer available,' which is inaccurate per linksys_cloud_account.md — these accounts still exist and can be used for remote access.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent attempts to guide the interaction by requesting screenshots and suggesting app restarts, but loses control with long silences and no clear agenda.
C2 Partially Met Confirmed understanding conf 90%
Agent uses simple language but fails to adapt to customer confusion between Apple and Linksys credentials; no comprehension checks are performed.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent stays on the call and attempts resolution through app reinstall and screenshot, but shifts burden to customer instead of taking full ownership.
O2 Partially Met Proactive follow-through conf 89%
Agent offers to send an email for screenshot submission, providing a next step, but no timeline or follow-up commitment is made.
O3 Not Applicable Closure confirmation conf 99%
No prior case history is referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Agent fails to escalate despite clear inability to resolve the login flow issue, which requires higher-tier support or updated KB guidance.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurs, so execution criteria (correct team, full details, customer informed) are not met.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent uses polite phrases like 'you're welcome' and 'how can I help,' but shows no genuine empathy for customer frustration or 15-year loyalty.
X2 Partially Met Tone & rapport conf 87%
Agent maintains a calm tone but does not adjust pace or explanation depth despite customer confusion about Apple integration and account types.
X3 Not Met Overall experience conf 94%
Customer is forced to repeatedly restart the app, reinstall, capture screenshots, and struggle with file sharing — all avoidable steps.
Call Transcript44 turns · 50 lines
Speaker 1
Joey, Johnny, how's it going? I am well. I wonder if you might help me with the login question in regard to my Linksys system.
00:00
Speaker 2
Welcome to Invista 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.invista.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending. 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. Thank you for calling Invista. This is Joy, how can I help you today? Um, I'm doing good, sir. Thank you. How about you? [silence]
00:00
Speaker 1
Yes ma'm. Say Ma'am. Yes Ma'am. My concern is when I go to log in, you know, every couple months I I log in and make sure the software's current, etc which is what I did the other day. But when I log in, it says there's a new network. Do I wanna join it, but I haven't created any new network and just what is it I'm joining that make sense? That's it. I put in my username and password and it here, let me do it again. I'll tell you just what it says. One minute. The blue circle. [silence]
01:00
Speaker 2
Okay, um, this is Ms. Johnson-Bennett, if I pronounce it correct? Umm, okay, tent, okay. Alright, so, um, what's your main concern today? Um, What options do you have?
01:00
Speaker 1
That's what made me call as it's still trying to load but it doesn't give me any option. It says there's a new network uh do you want to join? But I didn't create a new network and what's what's that about? You know what I mean? [silence] So I just closed out the app and uh uh the other day it was Saturday. I didn't bother calling you or Sunday but okay, you know, you guys are up there today and at present it's just got that blue circle going round and round. And so I don't know what it's doing. Let me try again. That's it. Oh, I did I did that. You want to know the truth. But I'll do it again. I'll do it again.
02:00
Speaker 2
Okay. Have you tried to like force close the app and reopen it again?
02:00
Speaker 1
So, do you click on that? Remove app? Remove links to remove this home screen will keep the keep the app in your app library. Uh, so do I want to delete it or remove from home screen? I want to delete it, right? Yes, ma'am. Yes, ma'am. I'll I'll do that again. So I'll go to the apps store. I N, K, S, Y, S. Now my uh router is a velope. Uh, is that there's a bunch of choices. Well, I assume I would choose to develop like is what I have. Let's see Lisa, Lisa's bellop. Yeah, 745. So would I choose Belop or one of the others? Lisa smart Wi. I. F.
03:00
Speaker 2
Yeah, delete and then install it again. So let's okay.
03:00
Speaker 1
Okay. Uh, no, I don't want photo. Uh, Linksys. Oh, Linksys. Um, I would like that. Uh, Smart Wi-Fi management. Download. And the password is, uh, the Apple account password. Enter your Apple account password to continue. Is that right? [actively checking the next step by reading on the gui] Um, here, let me cancel, go back to screen. Uh, so, uh, let me back up. Uh, so, I, I, I pulled up the apps, the Linksys. Um, in the app store and then it says Linksys Smart Wi-Fi.
04:00
Speaker 2
Welcome to demo.
04:00
Speaker 1
Smart Wi-Fi management and now I'm going to hit download. Yeah. Okay. So when I hit download, it says Apple account password. Okay, so if in the in the app store, you have the link to Smart Wi-Fi management, and it's black with blue uh kind of L's in a in a blue circle. Is that what you're asking? Yeah, perfect. Yeah, good deal. Making sure I was following you and then my Apple account password. You have uh now the Apple account password that's got nothing to do with my Linksys password. Yeah. [silence]
05:00
Speaker 2
Okay. Oh, okay. I see. Um, is it the app with the block background with blue links is logo, okay. Okay. Yeah, that's correct. That's the app. Yeah. Yeah. Okay.
05:00
Speaker 1
And oh my gosh, I got a couple of these, which do I want to enter? Apologize. Uh, that's not the right one. Uh, so many usernames and passwords. Have you uh mastered that? That's not right either. for what reason I don't know, it may me redo my Apple login. So, okay, whatever. Your password has been changed. From now on, you can use your password to sign in continue.
06:00
Speaker 2
App also
09:00
Speaker 1
I no, let's just supply and barriers on local networks. Okay.
10:00
Speaker 2
Just allow
10:00
Speaker 1
Yes ma'am. Uh, uh, um, a login. It's, it's asking me for my, log in, within Linksys, uh, the email address, and then I'm getting ready to put in my password, but I've got a pop-up that says device added to your account. Your Mac has access to iMessage if you don't recognize this device, you can remove it. no. it it it's device added. So, it's automatically adding my desktop, Y, but a Mac now has access to iMessage. But my choices are Okay or Settings. It doesn't give me any other option. Makes sense, what I'm saying there? Uh, okay.
11:00
Speaker 2
you're on the lynx's app right now and on what page um can you see the option log in using router password only use that one instead can you go back can you go back
11:00
Speaker 1
and um um It's not. so I can do settings or start over. Okay. Uh, Ow, geez. so now, uh What's this? So I have email and then the password is Okay. [silence]
12:00
Speaker 2
And let me know what steps are you taking. Let me start over again. [silence]
12:00
Speaker 1
So very good, enter verification code. Enter verification code. So I did that and continue. Apple. Why does Apple like to force you to do things? Okay, so now I'm back to the screen that made me call you off the go. We found a new network. Add this network to your account. What network? I don't have a new network. You know what I'm saying? It's different.
13:00
Speaker 2
What page are you right now, sir? [silence] Because that must not appear
13:00
Speaker 1
yep exactly what is what is this no no it didn't it goes all normal until I get into adding my linkss email address that I created just for linkss and then the login password that is just for linkss and then it goes till we found a new network add this network to your account and there's no choice I can just close the app I can't do it once it gets to this screen I can't do anything yes ma'am [silence]
14:00
Speaker 2
not route you to that page. Once you like, open the, uh, linksys app, it will ask for to [inaudible] you to agree to like terms and conditions, right? And then it will ask you to either manage your network or set up a new product. Did you encounter that option? Um, can we log out first? Can you log out? Like sign out [inaudible] oh, sign out from the account.
14:00
Speaker 1
I just shut my phone off and back on Yeah Cuz it doesn't It doesn't [silence] That is exactly what I'm trying to do. That's exactly, excuse me. That is exactly what I just did. I I I used the the Linksys. I only use this email address for Linksys. And that password, I'll only use it for for Linksys. But once I put the two of them in, it goes to this screen, we found a new network. I don't know what this is. I've been using your products for 15 years. I've never seen this screen. I can take a screenshot and send it to yer or I don't know what to do.
15:00
Speaker 2
because I think you are logged in to your account in which link Linksys Smart Wi-Fi accounts are no longer available. You can no longer use them to log in to the links app, that's why you need to log in using the router password only.
15:00
Speaker 1
You know the part that bogs me is we found a new network. Fair enough but I didn't create it. You guys didn't. Well who's. What is this? Should I call Apple? It it it before I put it. Before it let me put in the link just email and log in. Uh yeah I had to do I had to put in Apple information. So it is deciding to take over or or intertwine itself with you guys is what I I think is going on. So I I can you know put my thing I can close the screen only by you know you put your thumb on the screen and lift up and
16:00
Speaker 2
I think you're still logged in. Um, is it for, is it asking for Apple credentials or links here? Um, can you, could you try to force close the app again, then let me know exactly what you can see on the page before proceeding?
16:00
Speaker 1
goes away. When I click on the link to this app logo again to open it, it goes back to the same screen. so I can do remove a share app and at home screen and require password. I follow what you're saying is not one of the choices. and Apple is getting in here somewhere because it wants the Apple information before it lets me put in a you're in my you know link's information. I get it.
17:00
Speaker 2
like you force it com you first close it completely not just um not just close your phone or open it like you swipe it up to close it completely so that it will load up again. because you're... because it will not it must not ask that those credentials. i think you're not on the right thing
17:00
Speaker 1
I'll call Apple and see. I mean, your thoughts. Yes, I follow what you're saying. It doesn't give me that choice. What should I do? Any advice? I don't know if you want a screen share and see. Yeah. Uh yes, I will. Um, here's I'll take it. Yes, ma'am. And then hold on, let me do that. And that will go into a, I saved the photos. And then I'll close that. And then I'll also do one of this, the desk screen that I'm talking about here. And then close that. Save the photos.
18:00
Speaker 2
like, Um, can you send me the screenshot of your, the app that you downloaded and the page that it's showing? Okay. Let me send you an email and then reply to that email, okay?
18:00
Speaker 1
I'm going back to that other photo and edit that so you know just which one of those I chose. Crop. That's stolen. I installed. Done. And then what did you send me? A text or an email? Okay. Yes, man. Yes, man. What email address? Oh, perfect. Yes, man. Very good. Yeah, let me walk you. Just take me one second. [silence] [silence]
19:00
Speaker 2
I'll be sending you the email. Darren, just a moment. Your email is Darren John, saven, not seven, 755, at gmail.com, right? All right. So I did send you the email. Can we check? [silence]
19:00
Speaker 1
Okay. [silence] Okay. Let's just support. really I did I'm trying to copy the uh the photo to send to you it's just giving me this little bit of crazy um oh fence [silence]
20:00
Speaker 2
I, [silence] did you receive my email? Falcon.
21:00
Speaker 1
It didn't don't need to be this hard. I don't see how to send the damn thing to you. I try gmail. Yeah,
22:00
Speaker 2
Now can you see ah attachment there or attach a file?
23:00
Speaker 1
It took... just took me to the photo library. I love you. [silence] Here you go. Okay. [silence] [silence] Coming at you. Thank you. [silence] Not a very good picture of the Linksys app. It's got some... game in there but. [silence] No worries. No worries. [silence]
24:00
Speaker 2
I'll just wait for that one for just a minute. It might take some time for me to receive it.
24:00
Speaker 1
I'll stand by to the number. I'll try to move forward, move forward. and does that make sense? [silence] uh is your code about this tech, but is that who it goes to? I don't know what you do hey Paste Paste
25:00
Speaker 2
Yes, we haven't received your reply. or try to make another email and send it to customer service at Linksys.tv. and hold on let me just check that I got something here
26:00
Speaker 1
Yeah, I just I apologize that game thing on the top half of it, it wouldn't separate and and give me the rest of the links of this info. And then the one below that, we found in the network. Um, I guess that's it other than it's all blue on my side of the fence, so to speak. I do and I know. So when it gets to that part, uh, on the links app, when I open it, it it it no, it it it.
28:00
Speaker 2
Now you got the correct app. You don't have the option to don't add this to your account. I'm sorry, I didn't catch that. Could you please repeat that? So, the video cut out there. Okay, um, if it's asking for router password, yeah, try to input the router password, okay? Okay, all right there, okay. You're welcome, mother, good day, bye. [silence] If it's asking for router password, yeah, try to input the router password, okay? Okay, all right there, okay. You're welcome, mother, good day, bye.
28:00