V2 Rubric Detail — 56b464c2-797f-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-06 21:12
Duration
30m 38s
Contact
Philip Gale
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00076989
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX8500_CN got disconnected to the network

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+39.8)

V2 Grader Summary

The agent successfully resolved the customer's lockout and offline node issues through recovery key use, node re-addition, and firmware update. All troubleshooting steps were logical and technically sound, though T3 is Partially Met due to an incorrect statement about the router password scope. The agent demonstrated strong ownership, communication, and customer experience throughout the call.

V1 Case Analysis

Customer locked out of router admin password; agent guided through recovery-key password reset, re-added offline nodes, verified firmware update, and confirmed Wi-Fi password unchanged.

Troubleshooting Steps
  • Guided customer to use the five-digit recovery key on the parent node to reset the router admin password via myrouter.info
  • Assisted customer in re-adding the offline child node through the Linksys app
  • Checked firmware version of MX-8500 and performed an update
  • Showed how to view the Wi-Fi password in the app by tapping the eye icon
Key Observations
  • Agent did not collect product model/serial number or warranty information despite troubleshooting a specific device.
  • Incorrectly referred to a node LED as 'solid pink' — standard colors are blue, white, red, purple; no 'pink' state exists per KB.
  • Call was inefficient with fragmented instructions and lack of clear step-by-step pacing.
  • Agent failed to confirm resolution of the lockout issue with the customer after password reset.
Positive Highlights
  • Correctly guided the customer to use the five-digit recovery key to reset the router admin password via myrouter.info — a valid non-destructive recovery method per KB.
  • Successfully assisted in re-adding the offline child node through the Linksys app and confirmed it came online with solid blue LED.
  • Accurately verified the firmware version (1.0.11.208.937) and guided the customer to update the MX8500, which is the correct procedure.
  • Correctly explained how to view the Wi-Fi password in the app by tapping the eye icon — a valid and safe method.
  • Provided accurate advice that only the MX-8500 would restart during firmware update, preserving service on other nodes.
Agent Errors / Gaps
  • Failed to obtain the customer's device model, serial number, and warranty status — a critical protocol miss for product-specific support.
  • Incorrectly described a node LED as 'solid pink' at [10:00], which is not a valid LED state per the KB; this is a factual inaccuracy.
  • Did not confirm with the customer that the login lockout was resolved after the password reset — a key validation step was skipped.
  • Provided fragmented and disorganized instructions, especially during node re-addition, leading to inefficiency.
  • Did not set clear expectations or structure the call flow, contributing to poor communication and customer confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed the red exclamation circle was gone, all three nodes were online, firmware updated successfully, and Wi-Fi password was verified — full resolution of lockout and connectivity issues.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through recovery key reset, node re-addition, and firmware update — all relevant, sequential troubleshooting steps that directly addressed root causes.
R3 Met Correct resolution path conf 96%
Agent pursued correct path: password recovery instead of factory reset, node re-pairing instead of replacement, and firmware update — all appropriate for in-warranty mesh system with configuration issues.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified symptoms (lockout, offline node), asked for recovery key, diagnosed firmware mismatch, and logically sequenced fixes — demonstrating clear root cause analysis.
T2 Met Appropriate tools / resources used conf 95%
Agent used the Linksys app to check firmware versions, initiate update, and verify node status — correct tool for remote diagnostics and management on this mesh system.
T3 Partially Met No misinformation conf 95%
Agent stated the router password reset 'is only when you login to the Linksys app', contradicting KB documentation that the router admin password is used for both local web interface access (192.168.1.1/myrouter.local) and cloud/app login.
Communication
C1 Met Clear & professional language conf 96%
Agent maintained control throughout, used clear transitions (e.g., 'let’s move to next step'), and kept call on track despite complexity and long duration.
C2 Met Confirmed understanding conf 95%
Agent adapted language to customer’s level, used analogies like 'hamburger menu', confirmed understanding implicitly, and avoided unnecessary jargon.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, performed all actions without transfer, and followed through on every commitment made during the call.
O2 Met Proactive follow-through conf 96%
Agent set realistic timelines ('less than 15 minutes'), explained next steps clearly, and confirmed completion of all required follow-up actions.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent expressed gratitude for patience, acknowledged time spent ('thank you for spending more than an hour'), and remained courteous under pressure.
X2 Met Tone & rapport conf 95%
Agent matched customer’s pace, checked in frequently, and maintained engagement through a lengthy process with status updates.
X3 Met Overall experience conf 96%
Agent minimized repetition by using app data directly, initiated updates remotely, and avoided unnecessary steps or holds.
Call Transcript51 turns · 54 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist.
00:00
Speaker 2
Oh. Yeah. I I forgot for a minute. I you need to keep the Wi-Fi. Uh, the, um, Wi-Fi connected because that's the only way I can make phone calls at home. I live in a I live in a dead zone so I have to do Wi-Fi calling. Right.
00:00
Speaker 1
I need you to refresh or maybe we can uninstall Delinksea's app on your phone. Okay it says lockout. Okay um yeah let's try to just just uninstall that one. Is it okay to delete that one?
01:00
Speaker 2
Yeah, it's back online. Oh, okay. Uh, let me take care of that. Yeah, because right now it says I'm locked out. Oops. Right. Okay.
01:00
Speaker 1
okay sir um lien case sir sys linksys app sir it’s a black icon with blue transcribe this audio from the left channel output only the spoken words no labels or timestamps if there is silence or no speech output only and silence linksys app sir it’s a black icon with blue
02:00
Speaker 2
now I'll go back and reinstall it.
02:00
Speaker 1
l in the center with a dot. Okay. What's your option sir? So for login, what's your option sir for login?
03:00
Speaker 2
Right. Okay. Um, Okay, it's installing it. install it. All right, so go back, back to access lock, too many failed attempts. Um, well, now it's going to um, went to a
03:00
Speaker 1
Okay, let's select your router password. And then do one attempt only, sir. Um, did you uh, did you write down the password that I've asked you earlier to write on a piece of paper or notes? Uh, not sir. Um, earlier, we we do a reset password, right, for the router password. So, you created a password that is at least 10 characters. Um, do you have yeah, did you did you write? Okay. That's the one, sir. Try that one.
04:00
Speaker 2
email or router password. Okay. Now, which for the one that's disconnected from the system? All right. Oh, I wrote it down.
04:00
Speaker 1
Okay. Do you have's an option to reset? Okay.
05:00
Speaker 2
Okay. Well, it's still locking me out on that. Uh, reset password. Use the cut recovery. Use recovery.
05:00
Speaker 1
Okay, use again, sir, the recovery key on the parent node and then create, sir, a much more easier router password that you can easily remember. So, it's the same format, 10 characters, one capital letter, a number and special character. For the router only, sir, not the Wi-Fi that you associated on the Wi-Fi name. Yes, sir.
06:00
Speaker 2
All right, so this is going to reset the password on the parent node. Oh, okay. So now I've got to come up with another new password. Okay. Okay. Okay, I'm back. Big Joe is online. [silence]
06:00
Speaker 1
you need me to check the three nodes still okay I need you to tap the three nodes tap okay select again sir the offline child node okay So it only has um an option that you can see on how to reconnect the child node
08:00
Speaker 2
Showing three nodes. All right. So you got the two 7,000s and then below offline child nodes. And it goes right back to that page that won't scroll up. All it shows on the page that within range.
08:00
Speaker 1
8. okay. so I need it to accept that one. say, let's just try this. go. to the menu on the upper left hand corner. it's three lines. it looks like a hamburger icon. and then scroll down. okay, scroll down. go to setup a new product.
09:00
Speaker 2
let's check a few things. power is on nodes are within range and that gives a little bit of information and goes down to learn more. And then they rate the very bottom. It says if they are still offline and I can't read what's below that because it won't scroll. okay yeah okay.
09:00
Speaker 1
and then add node yes add node sir to your home network yes click on that okay okay click next sir okay okay selector node light is solid okay let's give it some time sir
10:00
Speaker 2
to big okay, click on that. All right, Plug additional nodes into power near the router. It's plugged in near the router, and it has a solid pink light. So the node light is solid. All right, so now it's looking for nodes. Okay. [silence] Now it says it's adding the nodes. [silence] That could [silence] take up [silence] from 4 to 6 minutes. [silence] All right. Yeah, it's it's pulsating. Okay. But [silence]
10:00
Speaker 1
I'm still here, sir. OK and then do you see any changes on the Linksys's app?
15:00
Speaker 2
All right. Is now a solid blue [silence] Well on the Linksys app it um your network gives a router number and at the bottom is the word next.
15:00
Speaker 1
okay, click next. [silence] [silence] okay, [silence] selector finish. [silence] okay. do you still see sir the circle with a like an exclamation? okay. Okay, that's good. And then I need you sir to check if we still have Internet connection or go
16:00
Speaker 2
Okay, now it shows. Um and it says, finish at the bottom. All right, so it's big Joe is online, three nodes. And it shows a no, the red, the red circle with the exclamation point is gone.
16:00
Speaker 1
Rosenberg, sir. Is it showing as online now? Okay. That's good. So, I think that's for before, uh, not yet, sir. Before you do, sir, the firmware update, can you provide me the firmware version of the MX that you have? Let me see if that is the one that is trying to do an update. Um, select, sir, the child node for that
17:00
Speaker 2
All right, so um I click on each one of the nodes that shows the two model 7,000s and the 8500. uh Yes. At the top of tha top of this page it says firmware update available. Now should I The app um where where would I find that?
17:00
Speaker 1
X 8500. Yes, sir. Yes, sir. Okay. Can you go to the front? Let me repeat, sir. That is 1.0.11.208.937. Okay. Let me just double check that one here, sir, for a while. 20. Okay, I think...
18:00
Speaker 2
Oh, select the one that has the 8500 on it. Okay, um, ah, firmware version. Is that what you want? Um, 1.0.11.2089.37, yes. right beside that, it says update router.
18:00
Speaker 1
think that is the one that is trying to do sir an update because you have 208937 and then as of for this one it has already 216903. so yeah I need you sir to log in that one sir probably that's the reason why it dropped the connection so let's update that one to the latest firmware. yes sir possible sir because this one had an update last May 28 of this year. [silence]
19:00
Speaker 2
Okay. So I just click on where it says update router. Maybe that's one of the reasons it wasn't working that well. Yeah, I mean, I don't I I don't know.
19:00
Speaker 1
Well, usually sir, as for the parent node, supposedly, it should notify you that there is an update available either to the MPE 7,000 or to the MX 8,500. I think it didn't notify you the MX 8,500 update because probably it has an issue connecting. So, I think that's the reason why you also got an uh a message right now when we connected it properly. So, um, usually for the update, uh not necessarily sir that you have to do it every time. Maybe just check it like every six months, that's so. [silence]
20:00
Speaker 2
I don't know. Am I supposed to check the Jenkins app every so often to see if there are updates?
20:00
Speaker 1
Yeah, it will restart only sir the MX-8500, so we'll just leave that one as it is, the MX-8500 will start blinking once it's on. Yes, because that is the only device that's updating. [silence] Yeah. But no worries sir, it will only be the MX-8500. The MBE will remain solid white.
21:00
Speaker 2
after which my Wi-Fi will restart. Oh, all right. so, it will, it will only restart the 8500. Yeah. Okay. so, I'm just, I was concerned that, like I said, whenever I restart the Wi-Fi has to restart. There's no phone service. Oh, all right. Now, um, is it possible for me to go in and reset the password back to what it used to be? [silence]
21:00
Speaker 1
Well, for the Wi-Fi, sir, we can verify the Wi-Fi password after, sir, the update, cuz I think on the app, it's still showing 15 minutes, right? Okay. Let's give it some time there before we try to do another or check other options on the app. So we'll just have to wait for this one. [silence] Usually, it's less than
22:00
Speaker 2
Um. Well, it says restarting your Wi-Fi future updates. Will happen overnight automatically, and only take a few minutes. And at the very bottom it says this takes two to three minutes. Right. Right. All right. So that that will take a little more than I mean it said 15 minutes. I don't know if it'll be less than that or not.
22:00
Speaker 1
but it's just an estimated time frame, like 15 minutes. But usually it's it's less than 15 minutes. But if you need to do something else, you can take your time. Okay, so that means it's already yeah, that means it's already restarting, so we'll just have to give it some time. You can take your time sir. Okay, I'll just be here.
23:00
Speaker 2
Oh. OK. All right. Because right now the Node is flashing red. So I'm assuming, oh, it might take less time than what they suggest. Oh, OK. Oh, I appreciate that.
23:00
Speaker 1
Okay, and then, what's your options here on the app? [silence] Okay.
24:00
Speaker 2
Okay. It looks like it's finished. Now. Well on the app it went to. Uh, it's got a list. Nodes 3. Automatic firmware update is on. Change router password and hint. Time zone. IP details.
24:00
Speaker 1
Okay. And then, what's the LED light terresof the MX 85? OK, that's good, and then I need you to click, um, the nodes. [silence] Yes, sir. OK. So that is the the latest firmware now of the MX 85, which is the 1.0.0.12.216.9.
25:00
Speaker 2
And diagnostics that is a solid like blue. Click on the nodes. Okay, it's showing that's a 7,000. And the firmware version ends in 6903 up to date. [silence]
25:00
Speaker 1
So that's good. So that means it's already up to date. So, um, yeah. You've- you've mentioned that you would want to double check, sir, the Wi-Fi password, right. Whenever you connect to the Wi-Fi name. So, um, you can exit, sir, on that one. Go back to menu on the upper left hand corner. We can go back to the dashboard. Um, go back, sir, to menu on the upper left hand and then go to Wi-Fi settings. Just tap, sir, the dot. And then it will,
26:00
Speaker 2
Right. Right. Okay. And where do I go there? Alright. It has the same user, has the same username, um, but it doesn't show what the password is is just the roll of dots.
26:00
Speaker 1
Tap the password, tap Sir the dot and then it will allow you you to view the password. Uh, tap Sir or click the dot on the password since it's yes, click the dot. Okay. Okay. So the password. Yes. So the password that you have changed earlier Sir, that is only when you login to the Linkey's app using router password. So that's the only yeah, that's the only password you have to use. Correct. [silence] Oh, my I forgot.
27:00
Speaker 2
sorry? I'm sorry? Could you repeat that? Oh, click the, yeah, all right. It's still the same password. So I don't have to worry about any, oh, okay. So if I go on the app, if I go on the app in the future, um, it'll get, it usually gives me the option of email or router password. So that is the router password I would use to login.
27:00
Speaker 1
So, if you need to connect, so for example, if you have a new device that you need to connect to the wifi, it's gonna be the same username or the wifi name and the same password that you have associated with a wifi name. So, you didn't make any changes on that one, so that's the same password. All right. You're Welcome, Sir. Would you like to move the child mode while we're still on call or you're good to move that one with um on your own? Um, would you like to move the child mode search back to its original location while we are still on call or? Okay, all right. [silence] But if you have any additional, [silence] yeah. So, [silence] Yes,
28:00
Speaker 2
Oh, okay. So I appreciate your help. I'm sorry, did you repeat that? No, no, I I should be able to handle that. And when it's, when it moves, when it's moved back, it'll get re plugged in again to the ethernet cord.
28:00
Speaker 1
so first sir um since you're going to connect it via ethernet so if before you plug it in to the power or before you turn it on connect first the ethernet cord once you connected the ethernet cord then that's the time that you can um connect or uh that's the time that you can turn on the node okay yes sir you're welcome sir I'm glad I was able to help and thank you as well for spending more than an hour with me with the troubleshooting but so thank you so much sir I appreciate your uh patience if anything else don't hesitate to give us a call okay you can just give us a call back all right so I hope you have a good day
29:00
Speaker 2
Okay. Alright. So, plug that in before I plug the node into the power. Okay. I'll remember that. I really, uh, I really appreciate your help. Okay.[silence]
29:00
Speaker 1
Announcer: [sic] today, sir? I think it's still afternoon. But yeah, I hope you have a good day now. You take care, OK? Anon 1: Bye-bye.
30:00