V2 Rubric Detail — 68cb709a-6e64-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 18:01
Duration
15m 5s
Contact
626-325-3573
Issue Type
Password/Login
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall54.9% (-1.1)

V2 Grader Summary

The agent provided technically accurate guidance per KB, correctly diagnosing the need for router admin password and recovery key reset. However, the customer remained unresolved and frustrated due to lack of clear next steps, poor effort reduction, and insufficient empathy. The case reflects an ownership gap: technical progress was made, but resolution was not achieved and follow-up was not established.

V1 Case Analysis

Customer reported Linksys app stuck on 'getting router settings' and unable to view MX5300 nodes. Agent advised password reset via five-digit recovery key (correct) but incorrectly stated Linksys cloud server was discontinued. Customer declined router restart; issue unresolved.

Troubleshooting Steps
  • Advised customer to log out of the app and use router admin password instead of cloud credentials.
  • Explained password reset process using the five-digit recovery key from the parent node (correct per linksys_now_login_admin.md).
  • Provided password complexity requirements (correct).
  • Suggested restarting the parent node as a last resort (not a standard troubleshooting step per KB).
Key Observations
  • Agent incorrectly stated that the Linksys cloud server was discontinued (contradicts linksys_cloud_account.md).
  • Agent correctly guided the customer through the password reset process using the five-digit recovery key.
  • Customer declined to restart the router, leaving the issue unresolved.
  • Agent did not verify app version or suggest clearing app cache as alternative troubleshooting steps.
Positive Highlights
  • At [02:00–03:00], agent correctly explained the password reset process using the five-digit recovery key from the parent node, aligning with linksys_now_login_admin.md.
  • At [03:00–04:00], agent accurately communicated the required password complexity (10+ characters, upper/lower case, number, special character), consistent with system requirements.
  • Agent maintained composure and attempted to de-escalate when the customer expressed frustration at [14:00].
Agent Errors / Gaps
  • At [01:00], agent incorrectly claimed 'we already discontinued the cloud server, which is associated with the email and password.' This is factually incorrect per linksys_cloud_account.md, which confirms the Linksys cloud account (linksyssmartwifi.com) is still active and supported.
  • At [13:00], agent suggested restarting the parent node as a solution for app loading issues without first verifying app version or cache, which is not a standard troubleshooting step per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call expressing frustration: 'I'll just deal with this later... It's a stupid system' — no confirmation of successful login or visibility into routers.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through recovery key reset and suggested app reinstall/power cycle, but did not verify internet access, test web login (192.168.1.1), or confirm if issue was app-specific vs. backend.
R3 Met Correct resolution path conf 95%
Agent correctly identified that cloud login was deprecated and advised using router admin password with recovery key — appropriate path per KB for SPNM/MX series.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified login failure and missing router visibility, asked about password method, but did not diagnose connectivity, firmware sync, or check if web interface worked — missed logical next steps.
T2 Met Appropriate tools / resources used conf 93%
No remote tools or logs were available or necessary; agent used standard KB-backed procedures (recovery key, password reset) appropriate for the scenario.
T3 Met No misinformation conf 97%
Instructions to use five-digit recovery key and create 10+ character password with complexity rules match official KB for MX5300/SPNM series.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent responded to customer inputs but failed to set clear structure or expectations; call became reactive as customer grew frustrated, though control was not fully lost.
C2 Partially Met Confirmed understanding conf 87%
Agent used plain language and repeated key info (recovery key location), but did not adapt tone or pacing to customer’s increasing irritation or confirm understanding after complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the case, attempted troubleshooting, and did not transfer — demonstrated ownership despite customer dissatisfaction.
O2 Not Met Proactive follow-through conf 94%
No specific timeline or follow-up commitment was made; suggestions like 'maybe restart' or 'download the app' lacked ownership or accountability.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or available — confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was clearly warranted — issue was within L1 scope (app login guidance).
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 86%
Agent said 'I totally understand' and apologized, showing basic empathy, but did not fully acknowledge repeated effort or validate frustration beyond scripted phrases.
X2 Partially Met Tone & rapport conf 84%
Agent maintained a calm tone but did not adjust pace or simplify further when customer expressed confusion and annoyance about loading times and restart suggestion.
X3 Not Met Overall experience conf 95%
Customer had to repeat model number, wait through long app loading, and was asked to perform a power cycle they deemed unnecessary — avoidable effort not minimized.
Call Transcript20 turns · 24 lines
Speaker 1
Hi, I am looking at the links this app. Please [silence] please enter the serial number that you are ready for [silence] assistance press one now press two. Our [silence] service number are ready. Please enter serial number. If this is available, please say one up, later. If you have already used the mobile app registration, please say two. For other options, please say two. If you are looking for technical assistance, press one. For account information, press two. For order status or discounts, press three. For product brochures, press four. For help, speak your request. Material phone. Press one. Please try again. If you choose to transmit an English, press one. If you need Spanish, press [silence] two. For other options, please say one. Please say one. I do not understand that. Please ask your questions in English, please say two. To return to the main menu, please say three. Please say again. I'm sorry, I don't understand that. Please ask your questions in English. And when I go to Velop administration, I used to be able to see my six routers and now I don't see anything. I just see automatic firmware update, time zone, diagnostic information. That's what I just said, yes. Okay. Uh yes. Okay. We own an additional server that's my means of passing through so we usually on the new year just to type it up. You can start at the top and use a printer instead of other after the service. Okay.
00:00
Speaker 2
Is that from the Linksys app? Okay. How did you log into the Linksys app? Did you use your email and password? Okay. Usually, sir, on the Linksys app, we already discontinued the cloud server, which is associated with the email and password. So that's usually the reason why you're unable to see your router settings on the app. You can try to log, you can try to log out and then use instead the router password.
01:00
Speaker 1
So I hit login. I'm doing it. Use router admin password. Okay, hold on a second. I don't remember what my router admin password is. Okay. Where would my admin password have been when I first logged in? Usually if it's... if I hit reset password, what happens? Okay. Okay, let me go down to where the parent note is.
02:00
Speaker 2
Can you try to log out? Okay. Well, you have an option to reset, sir, and then enter recovery key of the parent node. Usually, it's the router password that you created sir associated with the Lynx up when you first time set it up. If you hit the reset password, it will ask for a recovery key, and then you will find the recovery key at the bottom of the parent node. It's a five-digit number.
02:00
Speaker 1
Hold on. I just want to make sure it doesn't shut the router off at any point during this process. Are there any requirements on the password for what I need? Okay. Okay, I have my recovery key. Okay. So, I hit reset password and I hit my recovery key. Okay. New password.
03:00
Speaker 2
Okay. Uh, no, sir. It will just, um, be on the Linksys app. Well, yeah, if you create, sir, a new router password, it will be at least 10 characters, one capital letters, small letters, number, and a special character and, um, you're not allowed to put double letters or double numbers in order.
03:00
Speaker 1
okay and and what are the requirements again needs a special character why it it doesn't make it any more secure uh uh okay um [silence]
04:00
Speaker 2
at least 10 characters, one capital letters, small letters, number, a special character. Yes, sir. Well that usually is what they require sir, on the router password. We're not quite sure, but they they always ask for a special character, to make it more secure.
04:00
Speaker 1
Okay. It's getting the settings. So when I log in, so I head to there, Chrome dot day dot com, loading up the backup. it log in it says getting router settings and just spinning and spinning and spinning. is that normal? it it it is. it's well it hasn't been three minutes yet it hasn't been three minutes yet, but still it seems [silence]
05:00
Speaker 2
Usually sir, it should only take you like two to three minutes, that's the maximum of how the getting router settings should load up. If it's more than three minutes, then make sure that your phone is connected to the Wi-Fi of the linksy's. Okay. But if it's more than three minutes there, you can close the app, remove it on the running background and try to log in again.
06:00
Speaker 1
How many router settings are there? Like, how much information does it gather? It just seems like a crazy - even three minutes, like the amount of data that's being transferred cannot be that much. I understand that. The model number is MX-5300.
07:00
Speaker 2
Usually sir, it's supposed to only be the parent node, so the Linksys app should be associated with the parent Node. So, what's the model number by the way sir of your router? um MX5400 node
07:00
Speaker 1
I'm trying again to see what happens. It just says getting router settings. I have six. Yeah.
08:00
Speaker 2
And how many MX-5300 do you have, sir? Six, okay. And everything is working with Internet, right? Okay. [ silence ]
10:00
Speaker 1
Oh boy. Let me see. Hmm. What is the lincess app? Is it available on the Google Play store or not? [silence] Because it says that the app that's on my phone didn't come from the play store. came from linksys directly, I think. The one on the play store is. The one on my phone is not. It is a it is a uh it says linksys underneath and it has like a wi-fi. there's no double L.
11:00
Speaker 2
If you're using Ser Android, yes, it is available with Play Store. Just search links Linksys Smart Wi-Fi. Okay. Is it a black icon with blue double LL on the center, sir, with a dot? Possible, sir. That was the old version, sir, of the links Linksys Smart Wi-Fi app since prior, since last month, we had multiple updates with the app. So me...
12:00
Speaker 1
I'm doing that right now. okay. Now I hit open. Let's see. I'm not restarting the router. I already told you that. So, this is a waste of time. Okay. I'll just deal with this later. Like now your stupid app is telling me I need to restart the router.
13:00
Speaker 2
Maybe you can try to download it from the Play Store. Okay. Sorry for that one, sir. But if, yeah, if anything else, last resort will be to restart the parent node. And then, or forget the Wi-Fi name and then reconnect again to log in back to the Linksys app. But I would suggest you use always the router password instead of the email.
13:00
Speaker 1
The network is working fine. I don't see why I would restart it so that I could see something on the app. That seems like an idiotic suggestion. Okay. All right. Thanks for your help. It's a stupid system. All right. Thank you. [silence] The network is working fine. I don't see why I would restart it so that I could see something on the app. It seems like an idiotic suggestion. Okay. All right. Thanks for your help. It's a stupid system. All right. Thank you.
14:00
Speaker 2
I totally understand that one sir however for the app to link back the parent node it usually will take sometimes to power cycle the parent node to refresh the data you're welcome sir silent speech
14:00