V2 Rubric Detail — 59d1570a-64ad-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 09:18
Duration
7m 25s
Contact
Adrian Carr
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#GI00132915
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LOGIN Issues
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). 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

Resolution0.94/5
Technical1.88/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp1.43/5
Overall43.6% (-4.4)

V2 Grader Summary

The agent performed basic troubleshooting but failed to apply the required non-destructive recovery key method for SPNM60 devices, instead prematurely recommending a factory reset. While ownership and communication were maintained, the omission of a critical technical step and lack of empathy led to unresolved access and increased customer effort, resulting in a partial resolution.

V1 Case Analysis

Customer unable to access SPNM60 router admin UI due to login loop; advised reboot and factory reset. No resolution confirmed. Customer to retry steps and call back. Model SPNM60 suspected but not confirmed.

Troubleshooting Steps
  • Confirmed use of myrouter.info and 192.168.1.1.
  • Asked about browser (Edge, Chrome) and wired connection.
  • Advised power-cycle (unplug 15 seconds).
  • Provided factory-reset instructions (hold reset button 20 seconds).
Key Observations
  • Customer experiences a known UI session/login loop issue on SPNM60, which has documented workarounds (direct UI URL, cache clearing) not mentioned by the agent.
  • Agent did not confirm the model despite customer clearly stating 'Sierra Papa November Mike six zero' at [01:00], a normalized ASR variant for SPNM60.
  • No alternative login methods or browser troubleshooting (incognito, cache clearing) were suggested despite relevance to the symptom.
  • Call ended without scheduling follow-up, sending instructions, or citing KB—leaving customer with open-ended next steps.
Positive Highlights
  • Maintained a polite and professional tone throughout the call.
  • Correctly distinguished between reboot (settings retained) and factory reset (defaults restored).
  • Asked relevant questions about browser and connection type to rule out client-side issues.
  • Provided accurate factory reset duration (20 seconds), aligned with SPNM60 requirements.
Agent Errors / Gaps
  • Failed to confirm the product model despite customer clearly stating 'Sierra Papa November Mike six zero' at [01:00], a normalized ASR variant for SPNM60. This protocol miss could have guided more accurate troubleshooting.
  • Did not suggest clearing browser cache, using incognito mode, or the direct UI URL workaround (`http://<router-IP>/ui/local/dynamic/index.html`), which is a documented fix for SPNM login loops per the KB. This is a material accuracy miss.
  • Did not offer to send troubleshooting steps via email or reference a KB article, missing an opportunity for self-help closure and operational resolution.
  • Repeated reboot instructions verbatim at [06:00] without adding value, contributing to inefficiency.
  • Did not confirm that a factory reset would revert the admin password to the default on the label until after the customer asked at [06:00], creating confusion and inefficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the login-loop issue; only suggested reboot or factory reset without achieving access.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent tried original password, suggested 192.168.1.1, switched browsers, and recommended reboot — but skipped cache clearing and recovery key steps.
R3 Not Met Correct resolution path conf 95%
Agent recommended factory reset without first offering the non-destructive recovery key method, which is required protocol for SPNM60/62 devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified login-loop symptom and model (SPNM60), tried alternate URLs and browsers, but failed to ask about cache or recovery key.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use or mention the recovery key — a required tool for password recovery on LinksysNOW devices before resorting to factory reset.
T3 Partially Met No misinformation conf 85%
Agent correctly described reboot and factory reset procedures, but incorrectly implied factory reset was an acceptable next step without first attempting recovery key.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent guided steps but did not set clear expectations, frame the troubleshooting path, or manage transition to reboot/factory reset effectively.
C2 Met Confirmed understanding conf 95%
Agent used plain language, confirmed browser type, and adapted instructions to customer’s actions (e.g., switching to Chrome).
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and took responsibility for guiding the customer through next steps.
O2 Partially Met Proactive follow-through conf 85%
Agent told customer to call back if reboot failed, but did not commit to follow-up or provide timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer frustration or express empathy about repeated login failures.
X2 Met Tone & rapport conf 90%
Agent remained professional, responded to customer’s browser change, and maintained engagement throughout.
X3 Not Met Overall experience conf 95%
Agent suggested factory reset — a high-effort, destructive action — instead of the recovery key method that would preserve settings.
Call Transcript14 turns · 15 lines
Speaker 1
Yeah, even, um, you could help me today. I've got a, a Linksys, um, router, which is actually working perfectly well, but I'm trying to log in to the dashboard using myrouter.info. Um, I get to the password, um, login. I put my password in. It tries to log in and then just comes straight back to the password, um, box. So I can't actually access the router. Now, I've reset the password, so it's not that. Uh, but it keeps constantly.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi. Thank you for calling PLGS. My name is Evan. I'm going to help you today. Uh.
00:00
Speaker 1
constantly coming back to the password page rather than actually logging into the dashboard. I'm wondering what I'm doing wrong. Yeah. So it's um, Sierra Papa November Mike six zero. Uh, it was coming through my ISP. So community fiber in the UK. Uh, I've actually changed the password from the what from the original one, but yes, effectively that's what I'm doing. So I'm I'm doing my routeartinfo rather than myroutearlocal. Um, let me just try my yeah that info.
01:00
Speaker 2
What's the model of your links? It's who--who provided you your own model? You entered my router, the local you tried entering the root password which was also underneath the router itself, correct? I'm sorry, my root info. Just to double check, did you try the original?
01:00
Speaker 1
No, I didn't do that. Do you think I should try the original password. Right. Hang on. Yeah, let me try doing that right now. Let's just check what I've typed it in right. Just one second. Uh okay, that's Yeah, so it's saying incorrect Ruth password now with the original one. I'm not that I'm not I'm expecting that's correct because I've changed the password.
02:00
Speaker 2
yes, go ahead and try the original password first to see if it accepts it or not all right diet you tried the other option, which is the original IP address 192.168 dot 1 dot 1.
02:00
Speaker 1
Yeah, Yeah, my browser doesn't really like that because it, well, okay. No, it's got, it's got me through to the to the log in. Let me just try it that way. So, it's trying to log in, it's trying to log in now and then it just, it just defaults and goes back to the, the password entry box. So, it's not, it's not saying that the password is wrong. This is, this is the thing that's worrying me is that it's not saying that the password is incorrect. It's just not logging in, it just, it just bounces back to the password entry page. [silence] Well, it was originally, um, well, the the it was sent through the post, so I set it up myself. Uh, just plugged it in, switched it on. And everything worked. So it's not that it's not working. It's what it's working perfectly well. Everything's fine, but it's just I can't log into the dashboard. My laptop. So it's on a wired connection. I have wireless connection as well, but I have to use a different device. [silence] Oh, browser. Um, yeah, yeah, yeah, yeah. I'm using Edge. Yeah, good good point. Let me just do that one second. [silence]
03:00
Speaker 2
And how did you sit up with the unit as well? Alright. Lastly lastly, what device are you using right now to log into the dashboard? Wired connection. alright. And which browser are you also using as well? Yes. What browser are you using? Is it Chrome, Edge? Can you try Google Chrome as well to see if there's any difference?
04:00
Speaker 1
so I'm now in Chrome Um, my name is Adrain car C-A-R-R Adrain car Yeah, so it's bouncing it back to the password login page so it's still the same thing, yeah [silence]
05:00
Speaker 2
I'm currently speaking with you as well. Thank you so much. Still the same thing. All right. So you have two options right now. The first one is to
05:00
Speaker 1
Okay. Yeah. Okay. What the procedure for a factory reset, what do I need to do for that? Just press the reset button, I suppose and then power it up. Okay, got it. All right. Let me do, let me, let me do that. I'll, I'll, I'll ring you back it, I'll let me, let me go away and try that and I'll ring you back and then, if that doesn't work, I'll ring you back. But hopefully that'll work and reset it all. But it'll still retain the latest password, won't it? If I do a factory reset.
06:00
Speaker 2
Try and reboot your Linksys router. To do a simple reboot, you just need to unplug it from the power for 15 seconds and plug it back in after 15 seconds. If after the reboot, and you try to do it again, still no changes, the last option is to do a factory reset. Since currently it's not allowing you to enter the web interface. Those are the only two options you can have to proceed in entering the web interface. You just need to hold the reset button for 20 seconds, and it will power up after holding the reset button for 20 seconds. If just a reboot, don't do a factory reset. Just reboot. But if reboot and it doesn't change, do a factory reset. Okay. Unplug it from the power supply for at least 15 seconds. Thank you. Repeat what you do. You just need to unplug it from the power supply for at least 15 seconds, then please plug it in after. [silence]
06:00
Speaker 1
[silence]
07:00
Speaker 2
If you do a reboot, yes, it will retain everything, but for a factory reset, it will go back to all its original information. All right, thank you so much for calling links is. Take care and have a great day.
07:00