V2 Rubric Detail — 5e284a1c-7eec-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 18:55
Duration
24m 35s
Contact
+447801650750
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136942
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot login to the app
⚠ 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

Resolution4.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution2.50/5
Technical1.56/5
Communication1.25/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall44.4% (-13.6)

V2 Grader Summary

The customer successfully accessed their network via the app after a password reset, meeting R1. However, the agent provided materially incorrect technical information (T3 Not Met) by stating the default admin password is 'admin' for an SPNM6x device, which is explicitly contradicted by the KB. Communication and troubleshooting were poor, though the issue was ultimately resolved.

V1 Case Analysis

Customer unable to log into Linksys app with router password. Agent guided password reset using recovery key (76421). Access restored. Confirmed SPNM57 model with 5 nodes online.

Troubleshooting Steps
  • Incorrectly stated the Linksys app was discontinued and no longer functional.
  • Instructed customer to uninstall and reinstall the Linksys app.
  • Provided incorrect default admin password 'admin' (not applicable for SPNM series).
  • Correctly guided customer through password reset using the recovery key on the router label.
  • Confirmed successful login and visibility of mesh nodes in the app.
  • Clarified incompatibility of TP-Link extender with Linksys mesh.
Key Observations
  • Agent incorrectly stated at [01:00] that the Linksys app was discontinued and removed from all routers, contradicting universal_app_transition_notice.md which confirms the app is still functional for setup and management.
  • Agent provided incorrect default admin password 'admin' at [11:00], which is not applicable for SPNM series routers per universal_password_login.md (SPNM60/62/LN1600 use the WiFi password on the sticker as the default admin password).
  • Agent correctly guided the customer through the recovery key password reset process at [12:00]-[14:00], which resolved the login issue.
  • Agent confirmed the SPNM57 model and verified that all five nodes were online after password reset.
  • Agent correctly advised that a TP-Link extender is incompatible with the Linksys mesh system at [17:00]-[18:00].
  • No warranty status, support eligibility, or serial number verification was performed beyond initial model confirmation.
Positive Highlights
  • Successfully guided the customer through the recovery key password reset process at [12:00]-[14:00], which resolved the core login issue and restored app access.
  • Confirmed the SPNM57 model and verified that all five mesh nodes were online after the password reset.
  • Correctly advised the customer that a third-party TP-Link extender is incompatible with the Linksys mesh system, aligning with velop_mesh_compatibility.md principles.
  • Achieved a functional outcome where the customer regained access to their network management interface.
Agent Errors / Gaps
  • Incorrectly stated at [01:00] that the Linksys app was discontinued and no longer works, directly contradicting universal_app_transition_notice.md which confirms the app remains functional for setup and management.
  • Provided incorrect default admin password 'admin' at [11:00] for an SPNM series router, when universal_password_login.md specifies that SPNM60/62/LN1600 series use the WiFi password on the sticker as the default admin password.
  • Failed to verify warranty status or support eligibility, which is a protocol miss for a technical support call involving password reset and app access issues.
  • Poor call control with repeated instructions, unclear phrasing, and failure to summarize progress effectively.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms success: 'Aha! Okay, I think I'm online... I can see all the nodes that are connected.' Final outcome achieved.
R2 Not Met Diagnostic thoroughness conf 91%
Agent skipped basic diagnostics (e.g., checking internet status, verifying admin access via web UI) and immediately directed app reinstallation and password reset without isolating the root cause.
R3 Partially Met Correct resolution path conf 87%
Agent correctly initiated a password reset path but failed to recognize that SPNM6x devices use the Wi-Fi password as the default admin password, leading to incorrect guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identified login failure and requested serial number, but did not ask about internet connectivity, web UI access, or prior password changes to narrow root cause.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent relied solely on the app despite its known limitations for SPNM6x; should have directed customer to http://myrouter.info for more reliable local access and diagnosis.
T3 Not Met No misinformation conf 99%
Agent incorrectly stated default admin password is 'admin' for SPNM6x device; KB (universal_password_login.md) explicitly states for SPNM60/62/LN1600 series: 'default password is the WiFi password on the sticker on the bottom of the router — never admin'.
Communication
C1 Not Met Clear & professional language conf 93%
Frequent silences, unclear transitions (e.g., sudden shift to security lecture), and failure to reframe after confusion show poor call control.
C2 Partially Met Confirmed understanding conf 81%
Agent provided steps but used inconsistent terminology (e.g., 'parry note') and did not confirm understanding when customer expressed confusion about recovery key.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and followed through on resolution steps.
O2 Met Proactive follow-through conf 95%
Issue was resolved during the call; no pending actions or follow-up commitments were required.
O3 Not Applicable Closure confirmation conf 100%
No prior case history evident; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this login issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
No acknowledgment of customer frustration or effort; agent remained transactional throughout, even during repeated confusion.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt tone or pacing; customer repeatedly asked for clarification (e.g., 'What do you want me to do?') with no adjustment in response style.
X3 Not Met Overall experience conf 94%
Agent instructed full app uninstall/reinstall instead of directing to http://myrouter.info, adding unnecessary steps and increasing customer effort.
Call Transcript42 turns · 45 lines
Speaker 1
[silence] Hello. Um, yeah, we've had um your linksys um sub. Sorry, new note with us. We are with gigaclear. They've come up um to change the parent note. Um and to put another new note in. Basically this Wi-Fi is working in the house, but
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling. This is Mellow Kany Health.
00:00
Speaker 1
I don't seem to be able to log on to your linksys app. When I put the new parental note password in it, it says that it's the wrong password, but that is the password that it should be. So that's why I'm calling. Uh yes, I do. Um so you're saying that the linksys app no longer works? Okay. for serial note is? For the parent node, yeah?
01:00
Speaker 2
Regarding the linkages site, it will no longer work when it comes to setting up your linkages device. We already removed the linkages account to all our linkages routers. Uh instead, you can configure your linkages in a different way. You can have first the serial number of your new main node. Yeah, for remote access purposes, but for local access, it will. [silence] uh-huh. okay. that's 72 victory one zero Mary two one George zero two five three four. is that correct? okay. one second. okay. I was able to pull up the model number here. it's SPN MX 57. you have there how many links device in total? yeah. how many
01:00
Speaker 1
1 2 3 4 5 No No. The main old node is blue because it's all work in the house. The internet is working. Yeah, it's sold blue. Um, no, I'm trying to get it, so that I can pass it on, you know, the old link is up adds, lately on, and then it will tell me, you know, whether all the nodes are all working. So, that's what I'm trying to do. Okay. So, what? Why am I
03:00
Speaker 2
Five. Okay. And the main one right now is solid red. The main out. Okay. And you are just trying to add more extenders, am I right? Got it. So I'll walk you through instead logging into the LinkeSys app using the router password. So you can open the LinkeSys app now and tell me what page
03:00
Speaker 1
Okay, I'm going to come out from it completely, and I'm going to go back in. So at the moment it says getting router settings. Yeah. Okay, my email address is L Tyler Bennett. It's um, I'll spell it for you. It's L T for Tango. Y for Yankee. L for Lima. E R, and then it's B E N T. So one word L Tyler Bennett@vtintern.net.com. No. My first name is Ling, L-I-N-G. My last name is Tyler- Bennett. [silence]
04:00
Speaker 2
[silence] please naming. [silence] [silence] [silence] B T internet.com? So your first name is it Bennett and your last name is Tyler? Okay.
04:00
Speaker 1
Okay, the- Yeah. Yeah. Now, the screen that is in front of me says we found a new network. Add this network to your account. Then you've got the Wi-Fi sign in the middle and then it says add to account or don't add. Okay. Doesn't seem to allow, uh, doesn't seem to allow me to do anything. I tried to push, don't add, it doesn't allow me to. Yeah. Doesn't seem to allow me to choose.
05:00
Speaker 2
you're still... as a... ISP? Is that GPU? Or Giga Clear? Okay. Go ahead. Don't add. Up in Don't add. Okay. You're still...
05:00
Speaker 1
It's still the same. We found a new network. Okay. Close the app, and then we open. And getting router settings. It says your router has no internet connection. Check router power. Oh, now- Now it's- Now it goes, takes me straight to we found a new network. Let's see if it allows me to click. No, it doesn't allow me to click the Don't Add part. Now, it's just- it just says We found a new network, Add this new network to your account. Then the bit that it's highlighted, it says Add to account which is blue. And then I'm trying to come down to the bit that says Don't Add.
06:00
Speaker 2
uh what page you have there again what's that page uh okay that K instructor first close the app. One more time, and then we open. uh okay log out. Do you see Lego? uh okay.
06:00
Speaker 1
But it wouldn't come down. So what do you want me to do? Okay, close the app again and then reopen. getting route to settings. it's still okay login with route pass again oh, now you see it just goes straight to we found new network that screen doesn't stay long enough the previous one. Why won't it let me do the don't add? [silence]
07:00
Speaker 2
okay so first close the app and then we open okay you need to uninstall uh i swell they said no remote access anymore
07:00
Speaker 1
. So what shall I remove it from? Shall I remove it from the app and go back to the app so and get a new one? You said what you're asking me to do. Sorry, what, what am I supposed to do? So that's what I'm saying. You're asking me to delete the link
08:00
Speaker 2
Go to all our linksys products. So the only you can try is by resetting the lynxsus app completely and then just plugging it back in after. Uh, no need. Just, uh, your app, just make sure that where it's downloaded that device is connected to your lynxsus. Just Right now, you need to uninstall your lynxsus app. Please uninstall your app and then
08:00
Speaker 1
Okay, hang on. God, okay, now I don't want that one. I want to un- Okay, remove app. Yeah. Remove. Okay, delete app. Delete app. Hello. Okay, thank you. Deleting this app will also delete its data. Good, delete. Okay, I don't have it anymore. So you want me to go back to App Store. Okay. Uh want links please. Um. Okay.
09:00
Speaker 2
Uh... Yeah uninstall first and then delete. Uh just delete it. Yep. Yep. [silence] Yup. and download the app again. [silence] Linksys app. Yep... same Linksys app.
09:00
Speaker 1
With that, let's go with that that was, uh, I'm going to go that one, but it's still going to pull it down from the sky for me. Is it not? Now, next to the app, I've got a cloud thing and a download. Shall I click that one? Okay, yeah, I'm, I'm going to open it now. Yeah. And then it's saying allow Link sys to find devices on local networks, allow or don't allow. Okay.
10:00
Speaker 2
the blue app with 2 big L and then dot piercing. What was it then? Your question? Yes, that's the one that you need to top. Yes, open your link test app and then just manage my friends. Allow.
10:00
Speaker 1
Now email manage setting at home or away from home. So I've got the login page that says email or router password, at the moment I'm in email page. So I need to go to router password. Okay. So it says, " logging in with router password lets you manage your Wi-Fi while connected to your Wi-Fi." Is that it? So what am I, and then it says, enter router password. Am I supposed to use that one? Oh, so I supposed to use Admin, all small letter? A D M I N, ya? And that, yup, and then after that, login.
11:00
Speaker 2
[silence] There you go. Router password, you need to use all the time. Router Password. Yes. All possibilities. Yeah, the router password is admin, all small letters. Try that. Yes, all small letters.
11:00
Speaker 1
Thank you. Hello? Okay. Log in. Yes, it says reset password. Sorry, that's the incorrect password. Show him reset password. I'm sorry. So what am I supposed to do? I'm sorry. I see the recovery key there. So what should I do? In the reset password. This track might be trying to add another application. Thank you. Go ahead. To follow the latest technical guidelines, you can also follow these tips. [silence] Or are there any common native application vulnerabilities? Is that account for all network traffic? Most widely recognize possible vulnerabilities can be phishing and man in the middle attack. Attacker might get the record-keeping for the original referencing data collection. Volumes, databases, and cloud-based services. Primarily SQL injection or the cross-site scripting. some other local or remote file inclusions or email phishing. [silence]
12:00
Speaker 2
Yes. Yes. Just try it and if ever it will not work, then you have the reset. You can tap there the recovery key now, so going back to the app, there should be reset option. Then type in the recovery key. it will ask for recovery key number. Yes, on the computer.
12:00
Speaker 1
Okay, hang on, I'm going on to put the password as the recovery key number, yeah? Sorry, look, there's a lot of delay in it. I don't understand your instruction. What do you want me to do? So, okay, when I put sorry. So, when I put admin just now, it didn't work. So, you're asking me now to do the reset password? Is that what you're asking me to do? Okay, reset password. Now, put the recovery key in it. Yeah. I can see it's asking for recovery key. Yeah, 7 6 4 2 1. Okay. The account holder will be notified if this rooted password is changed.
13:00
Speaker 2
The instructions you're following now. Next step, they're saying create a password. and that's in the sticker underneath, type it in, type it in, type it in, yeah, just to let us know, she needs to make sure that I'm not giving out the password to my device. You can subscribe [silence] It's not for the Wi-Fi. It's only for your local access the app login and then back. Now there's gonna be a test, pick it up and press the test button on your device, on your phone and make sure it shows a hundred percent, 100% Then once we do that
13:00
Speaker 1
I've got an option here that says never mind or continue. Yeah, but I don't know what button to choose. There's a two option here. Okay, continue. Now I put my password in. Is that what you're saying? This is my own password, nothing to do with the router at all. Yeah? Okay. Okay. Okay. fine. Uh, that's it. Okay. So I've created the password now. Should I go submit it? Now it's getting router settings.
14:00
Speaker 2
You need to create one when to continue your own password. Nothing to do with your Wi-Fi password. That's only for your admin password. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh.
14:00
Speaker 1
Aha! Okay, I think I'm online. Let me see. Yep, I'm connected now. Yeah, I can see all the nodes that are connected to me. The question is, they all have gig clear like number, like 028-1506075. How do I know which one is which one? Oh, okay, I see. It's got number there. 02534, the serial number is what it is after. Uh, okay. [silence] Sorry, what did you say? [silence] No, I'm in it now. I'm in front of the screen now. It just gives me the five notes that are connected to the main note. [silence] Yep, okay. Yep. I can see that. Yep. I can see five nodes are online. [silence] So you're saying, so which root paths, the one I set for myself or the one that is on the parent note?
15:00
Speaker 2
that that that must have 10 characters or more. That must have 10 characters or more. Okay, links. There's three lines on the upper left. If you'll tap that, it will provide you more information about your device. I mean, more features. So you will also see how many nodes are online. So right now, you're... Okay. Moving forward, just log in using your router password, okay? Just remember that one. the one that you set for yourself.
16:00
Speaker 1
The, the one that I set up for myself. Okay, not the parent node. Yeah, okay. All right. So I think I'm on it now. So that should be fine. Um, yeah, I can see. Yeah. Okay. I can see it's there. Um, okay. I have an extender. How do I connect it to the, to the node? Is just a TP- link. Do you know? Okay.
17:00
Speaker 2
Not the parry note. What's the or TP link it's not compatible to our mesh, so I'm not sure with TP link if it's OK.
17:00
Speaker 1
Okay. Okay. Okay, so I'll, I can probably forget about the extended, that's absolutely fine, um, well, I've got five notes, so that should be sufficient for the house. Um, uh, okay. Um, well, my main thing is now, I've got my, um, my house alarm system, which used to be connected to this, extender, which was connected to the older system, um, but, of course, that was an older version of the, um, because we've now got the new router, which is the, you know, as you can see the model, the dual band. Now, I
18:00
Speaker 2
whether the product should be mixed with link services but when it comes to mesh connection it's only possible with a mesh router as well not any third party extenders. So you're able to log in through the app. Aside from that what are the other constraints you have? Is that it? mhm. I Well That's It Actually. So Uh the Linksys app You're still on the main dashboard right Showing five nodes online mhm.
18:00
Speaker 1
[KEEP_UNCERTAIN] Yeah. Okay. So that, that's what the, I mean, basically, I can now go and I can see everything is connected and that's what the app does and that's that. Yeah. Mm-hmm. Mm-hmm. Yeah, I can, I can see one that is like, um, what do you call, that is offline, YLT, one, seven, one. So I don't know what that is. Yeah. Uh-huh. Mm-hmm.
20:00
Speaker 2
Like that . And yeah , that 's it actually . Under devices , you will see what are those devices connected to your network . Though they're not named like accordingly , but you will be monitored . How many devices and what are those that are currently connected , offline and on . Oh , IoT . That 's gonna be a smart device . I'm not sure what smart devices you have there , but if it 's IoT , that 's gonna be a smart device . Usually , for smart devices , it's not being named .
20:00
Speaker 1
Okay. Um, I wonder whether that was, that could actually be my, oh, I probably could find the Mac address, couldn't I? On the system itself. Hang on, let me see if it would give me anything. Um, no. It gives me the IP address. You see, my panel on my alarm is connected to Giga Clear. It's showing there very clearly. But, but it's not actually, um, yeah, but it's not giving me a Mac address. Um, sorry. Yeah, I've got an IP address here, 192.168.1. [ silence ]
21:00
Speaker 2
Mhm.
21:00
Speaker 1
1.207. [noise] Sorry. Oh, hang on, hang on. Okay now, I can see it here. I can see it. The Android Mobile 192.168.1.207, that's actually my alarm system. It's called Android Mobile, I don't know why. Can I, I can change the name, can't I? I can change that to actually ADT because that's what the alarm system is called. So I know because we don't have Android inside here. [noise] It's showing that it's connected, but for some reason it
22:00
Speaker 2
Okay. If you know how to check the IP address of that device, then you'll be able to know what device is that. Do you have app for those smart devices you have? Do you have also an app for those... Mm-hmm. I think.
22:00
Speaker 1
It's not connected. The camera, each of the camera is actually not connected to it. Um, they're all on. Okay, but I think the important thing is I've managed to get the system now on the app, so I can see it. Is what I'm saying? I think that, yeah, I can, yeah, I can see what's happening because that is really useful. So, the note all types of different number and I'm assuming they are the last four digits of the, um, what do you call? Of the, um, the cereal number for the note. Am I correct?
23:00
Speaker 2
Not powered on. Mm-hmm, you'll be monitored from now on, if you're know, go offline, ok. Uh, say that one more time.
23:00