V2 Rubric Detail — 64078a20-8134-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-16 16:35
Duration
6m 6s
Contact
+447710997910
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00137490
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to link the node in linksys app

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall1.9/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall45.1% (+7.1)

V2 Grader Summary

The agent correctly identified the SPNM60’s lack of app support and directed the customer to the web interface (R3 Met), but provided technically inaccurate access details (T3 Not Met) and failed to guide the customer past critical obstacles like security warnings and password confusion, resulting in an unresolved issue (R1 Not Met). Communication lacked empathy and clear next steps, leaving the customer to troubleshoot core issues independently.

V1 Case Analysis

Customer unable to access SPNM60 via Linksys app. Agent advised web access at 192.168.1.1 (incorrect for SPNM series). Customer reported page would not load; agent did not troubleshoot further or confirm resolution.

Troubleshooting Steps
  • Collected model (SPNM60) and serial number.
  • Confirmed app incompatibility for SPNM series.
  • Provided local IP address (192.168.1.1) for web access.
  • Suggested bypassing browser security warning by clicking 'Advanced'.
Key Observations
  • Agent provided incorrect local access URL for SPNM60 — KB states SPNM series uses http://myrouter.info, not 192.168.1.1.
  • Customer explicitly reported the page would not load, but agent did not troubleshoot connectivity, browser settings, or network association.
  • Agent failed to confirm whether the customer could access the router UI or complete setup, ending the call prematurely.
  • No follow-up, escalation, or callback was scheduled despite unresolved issue.
Positive Highlights
  • Accurately collected model number (SPNM60) and serial number from customer.
  • Correctly identified that SPNM series devices are not supported by the Linksys mobile app.
  • Directed customer to use web browser for management, aligning with KB guidance.
Agent Errors / Gaps
  • Provided wrong local access URL for SPNM60 (should be http://myrouter.info per KB).
  • Failed to troubleshoot why the customer could not load the web UI after reporting browser security warnings and loading failure.
  • Did not verify that the customer's device was connected to the router's Wi-Fi network before instructing web access.
  • Ended call without confirming resolution or setting a follow-up path after customer expressed ongoing issues.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer reported the web interface would not load due to security warnings and password confusion, and the call ended without confirmation that the issue was resolved or the setup completed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the correct workaround (web browser access) but did not troubleshoot the loading issue, security warning, or password confusion, leaving key steps unaddressed.
R3 Met Correct resolution path conf 95%
Agent correctly determined that SPNM60 does not support the Linksys app and directed the customer to the appropriate web-based method per KB guidance.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent collected model number (SPNM60), confirmed ISP, and correctly diagnosed the root cause: app incompatibility with this model line.
T2 Met Appropriate tools / resources used conf 90%
No additional tools (e.g., remote session, logs) were necessary; agent used KB knowledge to provide the correct resolution path.
T3 Not Met No misinformation conf 100%
Agent provided 192.168.1.1 as the access URL for SPNM60 (KB states myrouter.info is primary) and incorrectly stated the router password is the same as the Wi-Fi password, which is technically inaccurate for admin access.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent opened the call professionally but failed to close with clear expectations or confirm next steps before the customer ended the call abruptly.
C2 Partially Met Confirmed understanding conf 85%
Agent used accessible language but did not confirm understanding when the customer struggled with the IP address or security warning, missing key comprehension checks.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the line and did not transfer, but relinquished ownership by allowing the call to end without ensuring the customer could access the router interface.
O2 Partially Met Proactive follow-through conf 85%
Agent mentioned following the setup wizard and implied a callback, but provided no specific timeline or actionable next steps for follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history or handoff occurring, as confirmed by Assessment 4's case_history_applicable=false.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and resolvable with proper guidance.
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 90%
Agent offered no empathy or acknowledgment of the customer's frustration with the app, security warning, or repeated access attempts.
X2 Not Met Tone & rapport conf 90%
Agent maintained a flat, procedural tone without adapting to the customer's confusion or adjusting pace/comprehension checks during critical moments.
X3 Not Met Overall experience conf 90%
Customer was left to resolve the browser security block and password confusion independently, creating unnecessary effort with no agent-side assistance.
Call Transcript14 turns · 14 lines
Speaker 1
Welcome to. Yeah, I have got one of your linksy mesh things, I think they're called, um, because my tube Wi-Fi, um, but I keep going to set up with your linksy app thing so that I can actually sort it all out and get the Wi-Fi working and it doesn't like to set up or do anything. Um, Yes. Please.
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] Hello. Thank you for calling Linksys Technical Support. This is Charm. How may I assist you today? [silence] Mhm. Yes, yes ma'am. [silence] All right. So you want to link this router to your Linksys app? [silence] I see. Right. Let me assist you with this concern ma'am.
00:00
Speaker 1
Uh, where would I find that? Oh, model number, here we go. S P N M60. The serial number is LK60, TB5, Q26, 02, 4768. It is. But it's a white light
01:00
Speaker 2
All right. How about the serial number? Got it. All right. A moment here. And your internet service provider is cube, correct? Mm-hmm. Okay.
01:00
Speaker 1
So, it says that it's connected to the internet, but I just can't, I mean, it worked to Google you guys. Yeah. Then the Wi-Fi itself seems to be working. It's literally, it just won't connect to this app of yours. The Linkysy app. Mm-hm. Right. Right. So, that's why it's saying it can't find more out there. Okay. So, say I wanted to change the [silence]
02:00
Speaker 2
Are you doing open app website and check if the internet is working? Uh-huh. See. All right, because based on the record here ma'am with regards to the model number that you provided to me, this router or this node is not supported by Linksys app. So if you want to access the router settings ma'am, you need to access it directly on the website. Using the IP address of this router, but it's not compatible with the app. Hm. Hmm. Uh-huh. Good.
02:00
Speaker 1
router password and name, go onto the Linksys website 192.168. It says this website may be impersonating to steal your personal. right, it's not even giving me the option to do that, it just says clear search. So what was it again, 191.168.2.1 192.
03:00
Speaker 2
Yes. You need to access or open a browser and type in 192.168.1.1. That's 1 6 8 1 92.168.1.1. [silence] All right. Notice you may bypass that one. You just need to click advanced. [silence] Uh, what are the options you see? [silence] 1, 9, 2. [silence]
03:00
Speaker 1
dot one six eight visit website here we go [silence] it won't even load it [silence] here we go not secure beautiful out to password one is my password um okay tell you just a second and [silence]
04:00
Speaker 2
That one six eight that one that one router password is the same with the Wi-Fi password man
04:00
Speaker 1
something it seems to be loading something I'm really re booting mine is that normal so do I just need to follow the the the instructions on this website now then okay perfect no worries I will do that and I'll give you a call back so saves you sitting on the phone
05:00
Speaker 2
Yes. Yes. You just need to follow the setup wizard. All right.
05:00
Speaker 1
thanks a lot much have a good time bye
06:00
Speaker 2
All right, ma'am. Well, again, thank you for your time. All right, well, all right, well, welcome. Bye for now.
06:00