Call Detail: 577e4336-5fb8-11f1-b

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Call Start

2026-06-04 01:54

Duration

25m 33s

Contact

Andrew Cheung

Issue Type

Password/Login

V2 Outcome

Successful Resolution

V2 Band

Developing

Agent & Case Context

Agent

Regin Magnetico

HappyFox Case

#LTS00125473

Support Country

Hong Kong

Product Family

MESH SYSTEMS

CSAT

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Sentiment Trajectory

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Ticket subject: The printer is unable to connect.

V1 Rubric Scores

Resolution2.00/5

Accuracy4.00/5

Communication2.00/5

Protocol2.00/5

Efficiency2.00/5

Overall2.2/5

V2 Rubric Scores

Resolution5.00/5

Technical4.06/5

Communication2.50/5

Ownership4.00/5

EscalationN/A

Customer Exp2.50/5

Overall78.6% (+34.6)

V2 Grader Summary

The customer confirmed resolution with 'OK, now confirmed' after successfully connecting using the correct password retrieved from the router backend. The agent followed correct protocol by using the recovery key method and provided accurate troubleshooting, despite a minor technical inaccuracy about the recovery key format. Empathy and communication were adequate but not exceptional.

V1 Case Analysis

Phone unable to join MBE7000 Wi-Fi (password error). Guided through recovery-key password reset and Wi-Fi password reveal via 192.168.1.1. No final confirmation of connectivity. Personal data collected without protocol.

Troubleshooting Steps

Confirmed router LED status (white).
Guided customer to access router admin page via 192.168.1.1 and bypass security warning.
Used five-digit recovery key to reset admin password.
Revealed Wi-Fi password via eye icon in Wi-Fi Settings.
Instructed customer to reconnect phone using the revealed password.

Key Observations

Agent never obtained definitive confirmation that the phone connected (e.g., at [21:36], customer asks 'can I make it simpler?' but no follow-up on connection status).
Call contained repeated, overlapping instructions (e.g., [03:31], [05:47], [19:14]), leading to confusion and inefficiency.
Personal data (phone number, email) was collected without clear procedural step or case context.
Agent failed to verify final outcome despite completing technical steps, resulting in an abandoned resolution path.

Positive Highlights

Provided correct recovery-key password reset procedure for MBE7000.
Correctly guided the customer to access 192.168.1.1 and bypass the security warning.
Accurately instructed the use of the eye icon to reveal the Wi-Fi password in the web UI.
Maintained a polite tone despite customer confusion.

Agent Errors / Gaps

Did not verify final connectivity before ending the call.
Repeated instructions and failed to maintain a clear, linear troubleshooting flow.
Collected customer personal information without following standard data-capture protocol.
Failed to collect serial number or check warranty status.
Did not create or reference a HappyFox case.
Ended call without confirming resolution or setting a follow-up path.

V2 Indicator Ratings

Resolution

R1 Met Issue actually resolved conf 95%

Customer confirmed connection success with 'OK, now confirmed' at 19:25 after following agent's instructions to apply settings and reconnect using correct password from backend.

R2 Met Diagnostic thoroughness conf 98%

Agent guided customer through Wi-Fi toggle, local login via 192.168.1.1, handling certificate warning, recovery key reset, backend navigation to Wi-Fi settings, and password verification across bands.

R3 Met Correct resolution path conf 97%

Agent correctly used non-destructive recovery key method before any factory reset, aligned with KB guidance for forgotten passwords on current models like MBE7000.

Technical Accuracy

T1 Met Technically accurate info conf 95%

Agent identified symptom (unable to join network), verified router light status (white), asked about setup method (app vs web), and diagnosed dual-router confusion and incorrect password usage.

T2 Met Appropriate tools / resources used conf 95%

Agent appropriately used local web interface and recovery key tool; no additional tools (e.g., remote session) were necessary for this password/Wi-Fi issue.

T3 Partially Met No misinformation conf 90%

Agent incorrectly stated recovery key is 'five-digit number' when it can be alphanumeric (per KB); all other technical guidance (login steps, band settings, mesh behavior) was accurate.

Communication

C1 Partially Met Clear & professional language conf 85%

Agent maintained basic control but lacked clear framing, repeated prompts without confirmation, and did not summarize next steps or close with expectations.

C2 Partially Met Confirmed understanding conf 80%

Agent used simple language but failed to confirm understanding after complex steps (e.g., certificate bypass, backend navigation), and did not adapt tone to customer’s repetitive phrasing.

Customer Ownership

O1 Met Ownership & empathy conf 98%

Agent owned the case end-to-end, did not transfer, and followed through on troubleshooting until customer confirmed success.

O2 Partially Met Proactive follow-through conf 85%

Agent provided step-by-step actions but did not set a timeline or offer a callback; resolution was achieved without formal next-step commitment.

O3 Not Applicable Closure confirmation conf 100%

First contact with no prior history; nothing to reference or hand off.

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 Partially Met Customer effort minimised conf 85%

Agent remained professional and patient but did not explicitly acknowledge frustration or express empathy; interaction was procedural but not dismissive.

X2 Partially Met Tone & rapport conf 80%

Agent stayed on pace with customer’s actions but did not adjust communication style (e.g., simplify further during confusion) or check engagement beyond task completion.

X3 Partially Met Overall experience conf 85%

Customer performed multiple manual steps (photo-taking, repeated toggling), but agent guided efficiently through necessary actions; no avoidable repetition beyond natural troubleshooting flow.

Call Transcript181 turns · 237 lines

Speaker 2

Welcome to Linksys Support. To assure quality service, your call may be monitored. To continue in English, press 1 now. 普通話,請按R。廣東話,請按3字。請等候技術資源。你可能需要網絡服務供應商提供給你的帳戶密碼。請你準備好。無線產品,請按日。有線產品,請按2。其他產品,請按3。重聽,請按8。或者就線等候。請選以下選項。無線產品,請按日。有線產品,請按2。其他產品,請按3。喂,你好。Linksys產品服務預算,請問有什麼可以幫你? 是,可以。是。是。