V2 Rubric Detail — 651ab18a-7c98-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 19:48
Duration
41m 24s
Contact
Matthew Petruzzi
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00090414
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: MX6200 - App not working

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall75.7% (+5.7)

V2 Grader Summary

The customer successfully regained access using the recovery key password reset method, confirming a successful resolution. Technical accuracy was strong, though troubleshooting lacked structure. Communication showed gaps in clarity and comprehension checks, but the agent maintained ownership and professionalism without critical failures.

V1 Case Analysis

Customer unable to log into router via app due to forgotten admin password. Guided through password reset using recovery key; customer confirmed access restored.

Troubleshooting Steps
  • Advised customer to connect to the home Wi-Fi network.
  • Instructed to open the local router login page and select the password-reset option.
  • Guided the customer to enter the 5-digit recovery key and create a new admin password.
Key Observations
  • Agent did not request model or serial number, which is a protocol miss for product-specific troubleshooting.
  • Agent used vague phrasing ('open the link') without specifying the correct URL (myrouter.local or 192.168.1.1), risking confusion.
  • Repeated question about being in the house at [37:00] was redundant after confirming Wi-Fi connection.
  • Customer successfully reset password and confirmed resolution, indicating effective core guidance.
Positive Highlights
  • Correctly identified and guided the customer through the recovery-key password reset process as per universal_password_login.md.
  • Customer confirmed successful login and expressed gratitude, verifying resolution.
  • Agent remained polite and maintained a helpful tone throughout the call.
Agent Errors / Gaps
  • Failed to specify the exact URL (e.g., myrouter.local or 192.168.1.1) for accessing the router login page, which is a technical inaccuracy risk per KB guidance.
  • Repeatedly asked if the customer was in the house at [37:00] despite already confirming Wi-Fi connection, creating inefficiency.
  • Did not collect model or serial number, a required protocol step for case documentation and product-specific support.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed success: 'You got me in, which was the hard part, so I appreciate that very much.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer to connect to Wi-Fi and use recovery key but with fragmented instructions, multiple silences, and no structured troubleshooting sequence.
R3 Met Correct resolution path conf 90%
Agent correctly directed password reset via recovery key — the proper path per KB for forgotten admin password.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent asked basic questions (router vs. cloud login, in-house) but failed to identify root cause systematically or rule out alternatives.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools needed; agent appropriately relied on local UI access and recovery key process, consistent with KB.
T3 Met No misinformation conf 95%
Agent accurately described using recovery key to reset password while connected to Wi-Fi — matches universal_password_login.md and linksys_now_login_admin.md.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained minimal control but repeated questions ('Are you in the house?'), had unexplained silences, and provided no initial framing.
C2 Partially Met Confirmed understanding conf 70%
Agent used simple terms but did not confirm understanding, adapt to customer’s disorientation, or check comprehension after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and stayed through resolution.
O2 Met Proactive follow-through conf 90%
Agent concluded with 'Anything else I can help you with?' and closed clearly — appropriate final step.
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 — issue resolvable at L1 per KB.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration, but remained neutral and solution-focused; customer expressed gratitude, indicating acceptable tone.
X2 Partially Met Tone & rapport conf 75%
Agent kept interaction moving but missed cues (e.g., customer’s hesitation, need for paper) to slow down or confirm understanding.
X3 Partially Met Overall experience conf 80%
Agent avoided factory reset and guided correct path, but fragmented delivery increased customer effort (repeated steps, unclear prompts).
Call Transcript11 turns · 12 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
This is Matthew Patruzy? Matthew I don't think so. Matthew Uh my app will not recognize the my home system. And I've uninstalled it and reinstalled it three times, and every time it tells me to go find the router, it says we're having trouble. Please call us. All right. Uh email address. Uh where would I have just on the bottom of the router? [silence]
36:00
Speaker 2
Can you tell me my name is Nathan knew who I am speaking Matthew but Lucy your first time calling us Matthew All right. Tell me what is the problem All right. When you try to log in did you use the router password or email address OK can you try using the router password during the setup
36:00
Speaker 1
I do not remember it, no. So, how do I reset it? Okay. Do I need to be in? Okay. Let me go to the app. Okay.
37:00
Speaker 2
when you set this up, there is a chance for you to set up a new router password. If you don't remember it, you can reset or you can reset. Go ahead. Of when the links is up. Are you in the house? Are you in the house? All right. Connect to the Wi-Fi first.
37:00
Speaker 1
OK. Looks like we're connected to the Wi-Fi. OK. OK. OK.
38:00
Speaker 2
[silence] open the link. [silence] can you log in? You can see your app or router. router password. There is an option for you to reset the router password if you forgot it. [silence] Okay. Go ahead. [silence]
38:00
Speaker 1
Okay. Uh... Uh, one of your notes for the recovery key. Let's see with the recovery key. three, End the time. Okay. Uh, uh, now it says to reset router password. Let me do this. Let me get a piece of paper as well. Okay, says it's getting router settings. And now it is connected. Yeah. And I've got one that is offline, which is why I was trying to fix it. I'm not sure. I will go move that mom off one now and just move it to another.
39:00
Speaker 2
Yeah. it'll show you the device is now and the router whoo
40:00
Speaker 1
That closer and see if I can connect again. Um. Uh, no, that's okay. You got me in, which was the hard part, so I appreciate that very much. That'll do it. Thanks very much, man. Thanks you too.
41:00
Speaker 2
Go ahead. I can help. Anything else I can help you with too ? Awesome. Have a nice day and good day. Bye bye for now.
41:00