V2 Rubric Detail — 5b63700a-600f-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-04 12:17
Duration
13m 58s
Contact
David King
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#GI00132210
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: App Login Issue
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall54.9% (+2.9)

V2 Grader Summary

The issue remained unresolved as the agent failed to confirm successful login restoration. While the correct recovery path was chosen and technical accuracy was maintained, communication lacked clarity and empathy, and no follow-up plan was established. Uninstall/reinstall recommendation added avoidable effort without justification.

V1 Case Analysis

Customer locked out of Linksys app; attempted password reset with recovery key; issue not resolved.

Troubleshooting Steps
  • Instructed customer to use the five‑digit recovery key to reset the router password.
  • Advised uninstalling and reinstalling the Linksys app.
  • Confirmed phone number and attempted to capture email for documentation.
Key Observations
  • Agent repeated questions without confirming outcomes, causing confusion.
  • No clear next‑step timeline or escalation path was set.
  • Customer's email address was not captured accurately.
Positive Highlights
  • Correctly identified and guided the customer through the recovery-key password reset process per Linksys KB.
  • Suggested app reinstallation as a valid troubleshooting step for login issues.
  • Captured customer phone number accurately for follow-up.
Agent Errors / Gaps
  • Did not verify whether the password reset actually succeeded before ending the call.
  • Repeated unclear questions without confirming action or result.
  • Failed to summarize next steps or set expectation for follow-up.
  • Allowed long silences without explanation or reassurance, reducing efficiency and communication clarity.
  • Did not capture or confirm email accurately on first attempt, risking documentation error.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends with customer still attempting login ('So, let's try again') and no confirmation of access restoration.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent directed customer to use recovery key and reinstall app, but did not verify model, confirm location of recovery key, or ensure successful completion of reset.
R3 Met Correct resolution path conf 95%
Agent correctly pursued the non-destructive five-digit recovery key method, appropriate for a locked router password scenario.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified 'access lock' symptom but failed to ask for model number or confirm where recovery key is located (e.g., bottom of router), missing key diagnostic steps.
T2 Met Appropriate tools / resources used conf 90%
Password reset via recovery key is resolvable through standard procedure; no additional tools (e.g., remote access) were necessary or feasible given customer state.
T3 Met No misinformation conf 95%
Agent accurately instructed use of five-digit recovery key and confirmed 10-character password requirement, consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but repeated unclear prompts ('is it still accessed locked?') and gave ambiguous instructions, causing customer confusion.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but failed to confirm understanding; repeated complex, unstructured questions that likely overwhelmed customer.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent remained on the call, attempted troubleshooting steps, and did not transfer or abandon the case.
O2 Not Met Proactive follow-through conf 95%
No clear next step or follow-up plan established; agent ended interaction with 'try again' without timeline or contingency.
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 performed and none was warranted for this password recovery issue.
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 used polite language ('Thank you so much, sir David') but did not acknowledge customer frustration or repeated effort; empathy was present but generic.
X2 Partially Met Tone & rapport conf 80%
Agent repeated instructions despite customer confusion; tone remained procedural rather than adaptive, though customer remained engaged.
X3 Not Met Overall experience conf 90%
Customer was asked to uninstall/reinstall app and repeat password reset without confirmation that prior steps failed, adding unnecessary effort.
Call Transcript22 turns · 22 lines
Speaker 2
welcome to Linksys 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 may be available, depending on your issue. please have your device's 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. [silence]
00:00
Speaker 1
This message has been transcribed. Hello? Yes, I'm in trouble with the software with my router. I hadn't checked it in a while. And now it says, you haven't added a router or mesh Wi-Fi system to your account. And then when I click add existing router, it says can't find the router. But yet it's working, fine. I just can't use the software. What was the question?
02:00
Speaker 2
I think you're calling Linksys, my name is Vin. Can I help you today? [silence] Hi there. This is Vin from Linksys Technical Support. How may I help you today? [silence] Were you trying to login first as well, before that problem occurred? Did you login first before having that kind of issue?
02:00
Speaker 1
I, yeah, I've, I've been logged in, I just haven't checked it in a while. I mean, it works fine, I just can't get into the software to make adjustments or anything now. Um, yes, I do. Okay. Yes. Okay. Um, I'm not sure what that password, what's that? Access lock, too many failed attempts to log in. Um, yeah, uh, I did earlier this morning. Should I go ahead and do it again?
03:00
Speaker 2
Do you have an option to log out right now? Can you try logging out? Once you log out, does it give you two options which can either be email and password or your password? If you click on router password, what does it say right now? When you click on router password, what does it say right now? All right. Do you have an option to reset password? Once again, if
03:00
Speaker 1
yeah. Yeah. okay. Okay. Uh oh, okay, I see the recovery. I am. Okay. I did that. Continue. Okay, I can do any, it has to be 10 characters.
04:00
Speaker 2
[silence].
04:00
Speaker 1
David King D King 51 at Columbus R R dot com, yes, okay, no, I didn't like it. Hang on a second, I-I'm, I'm hurrying.
05:00
Speaker 2
Hi. Thank you so much, sir David. And may I ask for the email address? Okay. Can you hear me now? uh-huh. Thank you so much. All right. Tell me if you're done creating the new password.
05:00
Speaker 1
Correct. That's fine. I'm having trouble with the password here. I'll try again.
06:00
Speaker 2
Just to confirm. sir David. your phone number is six one four five five eight six five six seven. Thank you so much. This is just for documentation purposes.
06:00
Speaker 1
Okay, I liked it, but I don't know that I can remember it. Yeah, I think I'm getting there. It's. It's liking it. Oh, it's going to take me there. Oh, let me try and. Okay. Now try to log in now or are you using the other password? Oh, router. Okay.[silence][silence]
08:00
Speaker 2
all right. tell me if you're able to proceed to the next page which should be your home page of the app. all right. is there anything else? Yes, it will take you there the moment you put in the password. Oh. That's the password process. Then it'll take you to your new home page. So after you change the password, did it put you to a different page?
08:00
Speaker 1
Yes. And I put in the email address. Okay. It says, login, email, or router password. So I need to do router password. Okay. And try what I just did. No. I'm going to try.
09:00
Speaker 2
Specifically, what page was it? Can you click on router password? Yes, can you click on router password? Once you're in the router password, is it still on, is it still accessed locked? All right. Can you try typing in the new password that you created to see if it accepts it?
09:00
Speaker 1
it's been inside, okay, now it's back to the same page email or router password. [silence] yeah, I haven't, should I do that, okay, I'm going to delete it.
10:00
Speaker 2
Have you already tried uninstalling and reinstalling the app? [silence] [silence] [silence] once again, have you tried uninstalling and reinstalling the lynx-insmart Wi-Fi app? [silence] Yes, it's better to uninstall and reinstall it.
10:00
Speaker 1
Okay, hang on.
11:00
Speaker 2
Click on router password one more time. Once you're in the router password, reset the password one more time and put in the five digit recovery key. [silence]
11:00
Speaker 1
Okay, then hit reset password. Oh, hello? Okay. Okay, then. Okay, let me get the, I got to put the five code in first. Okay. Continue. Okay, put the password, new password in or is it the same password? Okay. I'm going to go ahead.
12:00
Speaker 2
Yes. What, once you're in there, you can just type in the same password you created. All right. Yes. You can either recycle the password or create a new one.
12:00
Speaker 1
So, let's try again.
13:00