V2 Rubric Detail — 6a739c3e-81e6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 13:50
Duration
36m 43s
Contact
816-564-6120
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00137623
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Set up New system
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall33.1% (-6.9)

V2 Grader Summary

The agent conducted partial troubleshooting (password checks, network merging) but failed to resolve core issues, omitted critical tools and recovery key guidance, and did not escalate despite unresolved technical complexity. Communication and ownership were partially effective, but empathy and effort reduction lagged. Assessment 3's confirmation of inaccurate reset guidance (T3 Not Met) informs technical accuracy ratings without triggering auto-zero as it is not a critical compliance failure.

V1 Case Analysis

Customer unable to log into Velop router admin; password from label rejected. Agent did not guide through recovery key reset, confused router login with cloud account login, and omitted model/serial collection. Offered email for wired child-node setup. No resolution; customer to call back.

Troubleshooting Steps
  • Advised checking router label for admin password
  • Suggested forgetting Wi-Fi network and reconnecting
  • Discussed cloud account login confusion
  • Offered to email wired child-node setup instructions
Key Observations
  • Agent did not collect product model or serial number despite it being a password/login issue requiring device-specific guidance.
  • Recovery key password reset procedure (KB universal_password_login.md) was not explained, which is the correct non-destructive method for forgotten admin passwords on Velop systems.
  • Agent conflated local router admin login (192.168.1.1/myrouter.local) with cloud account login, causing confusion about password management.
  • No validation of fix occurred; customer remained locked out at call end.
  • Agent did not clarify whether the customer was using a SPNM6x model (which uses myrouter.info) vs standard Velop model.
Positive Highlights
  • Maintained polite and patient tone throughout the call.
  • Offered to email step-by-step instructions for adding a wired child node.
  • Correctly suggested checking the password on the router label as an initial step.
Agent Errors / Gaps
  • Failed to guide customer through recovery key password reset process (per KB guidance).
  • Provided incorrect information that cloud account password cannot be changed via app (it can be reset at linksyssmartwifi.com).
  • Conflated router admin password with cloud account password, leading to customer confusion.
  • Did not collect product model or serial number, which are critical for password/login troubleshooting.
  • Did not confirm whether customer was using SPNM6x model (myrouter.info) vs standard Velop model.
  • Ended call without verifying login issue resolution or setting concrete follow-up timeline.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer remains unable to fully resolve login and network merging issues; call ends with plan to call back later without confirmed resolution.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guides through checking default password, network merging, and account settings, but skips key steps like recovery key process and fails to fully verify success.
R3 Partially Met Correct resolution path conf 90%
Agent attempts troubleshooting (password check, reset suggestion, network merge) without determining warranty status, but does not propose appropriate path like recovery key use or escalation despite unresolved issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identifies symptom (login failure) and suggests checking default password, but asks few diagnostic questions and does not narrow root cause (e.g., incorrect password entry vs. account lockout).
T2 Not Met Appropriate tools / resources used conf 97%
No tools used — agent does not attempt remote session, verify recovery key, or access admin dashboard despite repeated login failure and network configuration issues.
T3 Not Met No misinformation conf 95%
Agent suggests full factory reset before guiding through non-destructive Recovery Key process, contradicting documented first-step procedure for forgotten admin passwords on SPNM6x models.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintains call flow and responds, but lacks clear framing of expectations, allows customer to dominate conversation (e.g., work location discussion), and has unexplained silences.
C2 Partially Met Confirmed understanding conf 87%
Agent uses accessible terms like 'router password' and 'forget network,' but does not consistently confirm understanding or adapt when customer expresses confusion about network names.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent offers to send email instructions and stays on line while customer moves locations, showing ownership, but ultimately defers resolution to a callback without completing the fix.
O2 Partially Met Proactive follow-through conf 88%
Agent mentions sending email and discusses next steps (merging networks), but fails to set clear timeline or follow-up commitment, leaving customer to initiate future contact.
O3 Not Applicable Closure confirmation conf 95%
No prior case history or handoff context evident in transcript; appears to be a first-time contact with no continuity requirements.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Issue remains unresolved and technically complex (persistent login failure, network merge confusion), warranting escalation, but agent does not escalate or suggest higher-tier support.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent shows patience and avoids dismissiveness, but provides no explicit empathy for customer's frustration or acknowledgment of repeated effort across issues.
X2 Partially Met Tone & rapport conf 85%
Agent follows customer's lead on network merging and account discussion, showing some adaptation, but does not proactively check comprehension or adjust pace during confusion about SSID persistence.
X3 Partially Met Overall experience conf 87%
Agent avoids full history repetition and offers email instructions, reducing some effort, but customer repeats login issues multiple times without streamlined resolution or friction reduction.
Call Transcript36 turns · 48 lines
Speaker 1
This is links is technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links is specialist, Hello? Yeah. I'm sorry, we got disconnected. So, yep, it seems to be getting turned on.
00:00
Speaker 2
into advance, I went into advanced, We need to like, says technical support. Hi, how are you? So, I can't get this to I can't get this to work. It says this is restarting my Wi-Fi. Let's see here. This says I'm still connected to the blop setup. Maybe I need to turn Lynxs off and try to log back into it again. Let me see here. Lynxs is getting router settings. Okay, there we go. I'm in my router settings. Let's see here. I had tried to change the advanced settings. I went to local
00:00
Speaker 1
Yeah, sure. Well, just use the router password option. Try to forget network and then reconnect again.
01:00
Speaker 2
network settings. Oh, now it says, manage my Wi-Fi. Okay, come on now. It won't let me log in to it. No. Let me log into it just a second ago. Okay. Manage my Wi-Fi. It wants my email address. Let's see here. Router, password. I did use the route or password option and it says go to your phone settings and tap on Wi-Fi and make sure you're connected. And it says I am connected. Maybe I need to... it says I'm connecting to Velop setup. It says I'm connected to it. Now router password to... router. Nope, it won't connect now. I mean... Okay, let's see here. Uh, login here. forget this network. Here we go. V-op setup. There we go. No. Uh, punch the wrong password. Hold on. Ohs. There's no canalt me close. All right, come on now. V-op setup. forget network. All right, let's try to log into it again. All right. There it is. Password.
01:00
Speaker 1
Okay. Are If you're going to sign in with your email, it will say that it that doesn't have internet connection. So if we really can't connect, there let's try to use the cable also.
03:00
Speaker 2
It doesn't like that password because it's not joining. Let's try it again. Oh my gosh. I thought I had it down. I thought I really knew what I was doing, and now I can't. Here we go. Password. All right. Let's try this. No, it won't take that password either. It won't take my password. It wants me to sign in with my email. I want to sign in with my address.
03:00
Speaker 1
How about the password is at the bottom of the router. Mm. Yeah.
04:00
Speaker 2
And that doesn't. Okay. We'll try that. Let me log out of this. Let's go down to the router. Wi-Fi, Ver -op, setup, password, at the bottom of the router. Okay. TK8B. Let me try that. Join the sound, TK8B. TK8B.
04:00
Speaker 1
So it won't accept the default password. You can check it there.
05:00
Speaker 2
All right. I don't understand. Incorrect password. It doesn't make sense. I don't remember what the password was. Share Wi-Fi password with your iPhone. Yes, share. Okay, shared the password. So at least I got it.
05:00
Speaker 1
is it won't accept the router password just reset. . Yes sir. Yeah we need to reset all of them too okay.
06:00
Speaker 2
We go download things. Or thoughts. Okay. There's a little still. All right. But manage your wife. Router password. No, and then going to go. So Okay. So let me go down to the pattern node. So is that good. We're gonna have to do everything all over again. So I'm going to lose my child mode and everything. Okay. So I've got to go to work. So Um and and I have a so.
06:00
Speaker 1
Um, yeah. Or, or would you like me to send you an email for the how to add wired child nodes? Yeah, sure. Mhm. [silence]
07:00
Speaker 2
Okay you could send me that too and I'm going to call back. I'm going to call you back. I want to stay on the phone with you while I go to work. I work right across the street. So I want to go into my work and I want to try to log into my LinkedIn there and make sure I have all my passwords and everything set up. Then I can do the same I thought this was going to be super easy here, but I don't think so. I spent a week.
07:00
Speaker 1
Yeah, okay. Okay. Mm - The only problem that we have earlier is just the adding of wired child node. [silence]
08:00
Speaker 2
[KEEP_UNCERTAIN] Business, and just finally got a fix last night, but now I'm running into the problems here with this one. So I'm almost to work. Like I said, I'm about 1000 ft away from work. I just have to drive across the street here. I appreciate you taking the time to help me out. We're going to end up having to call back when I get an employee at my business, when she can about an hour and a half when she gets there, then I can go home because I want to get this one done in my house. I've got the one at my business. The one at my business works perfect, like really perfect. The only problem that we had earlier is the medi- controller. I think it finished. So, there's no. yes. so I'm at work. So let me go inside here. All right. Here we go. let's see. So if so that way when I call back, so the person doesn't have to be on the phone as long. What I'm wondering is, um. Okay, my phone. Okay. So I'm here at work. Here. Turn all my lights on. There we go. All right. So I want to log into my Linksys here. So let me see here. Linksys. Boog. Router password. Now see, this one here will take my router password and. [silence]
08:00
Speaker 1
okay. okay good. So you're gone. Yes, right. Yes, right. Mm-hmm.[silence]. You can merge them again going from sorry. Um for you to merge them or to combine the two networks, just name them the same exact name and exact same password. Um, okay. Yes, sir.
10:00
Speaker 2
I said why would Yes. I asked them I said why would I merge the names? They go if you merge them what it does is is when you're not getting good 5g coverage you'll give you 2.4 and it'll move you back and forth and he says you'll get better coverage but I don't know how to do it on the Linksys. Okay, so. Okay, so I've got that one. I've got that one. So now my passwords are the same and the two names are the same. So just hit apply. OK, so you're updating the Wi-Fi settings, change your settings, including this one, reconnect the devices wirelessly, OK, we got that, we got that, do you want to continue? Yes. All right. So then, now that we've done that, that means on my phone, I'm going to forget this network. And this one here, I'm going to forget this network. All right, so now we turn off the Wi-Fi here. Turn the Wi-Fi back on. Now, it's still pulling up the old Wi-Fi names, even though I forgot those networks. Is it 'cause it's rebooting?
11:00
Speaker 1
Yeah, those assume still applications are gone. You can delete those two old networks on your Wi-Fi settings and then you turn off your Wi-Fi and then turn it back on just to refresh the list. But you can connect to your new network name, right? Try to connect first. Okay, good. Can you still hear me? [silence] [silence] You can say the password like this. Okay. You're trying to connecting to the new Wi-Fi? Yeah. Okay. [silence] Do you see the new network name on your list? All right.
13:00
Speaker 2
And it shows all of those. So, let me turn my Wi-Fi off. I forgot those other networks. So, it's still broadcasting. Yeah, it's still broadcasting under, uh, SC 2.4, SC 5G and SC rocks. There's three of them. Why? I uh oh. I did. I said, forget this network. I did. And they're still there. I turned it off in it. I haven't connected to the new network name yet, but I will. Okay. I'm connected to it. Okay.
14:00
Speaker 1
Log into the web interface. Yeah. How about the other device, that. Is it showing up on other devices too? Like other device, like other phone or other computer if you have? Mhm. Mhm. [ silence ] [ silence ]
15:00
Speaker 2
Uh, and you know what's weird about this? Oh, oh, there it is. All right, so now I need to log into the. Well, I'm logged in the web interface on my computer. That's where I changed it all. Uh, yeah. But it's still showing those others there. I don't understand that. How are. What do you mean? Well, and here's the deal. My signal is weaker on now. So like the 2.4, if you look at the signal, it's got the all the bars. If you look at the SC 5G, all the bars. They, Sunny rocks, SC rocks, it fluctuates, uh, [silence] rather a lot.
15:00
Speaker 1
Okay, I see. Um, yeah, because all the networks are combined, so your devices will automatically, um, connect to what or which signal is good or not. Either the two point four or five. You can also reboot your system. [silence] Hold on, Can you go back to you' to your dashboard, on the main dashboard, on your link smart Wi-Fi tool? all right, and then at the very bottom of that page, can you see end user license agreement, privacy statement, those options? Yeah, click CA first, then you go, yeah, and then you go back to Wi-Fi settings again, Oh, k Hadd sim. Okay.
16:00
Speaker 2
Okay. I'm on my computer and I'm in C. A right now. Yeah, that's where I did it all from and under my Wi-Fi settings, under my Wi-Fi settings it says, NRC rocks on both of them. Maybe I need to turn them off and turn them back on. I turned them both off. Right now I'll turn them both on. Sorry, it's researching Ryan. So it'll be a few minutes. Okay, so on here when I am logged in here and I look at my Wi-Fi settings, on the Wi-Fi settings, it says both bands says Sun City or SCRocks on both of them. passwords are identical. When I look at them, there's no difference. It says broadcast SST. s.c. Rocks horrible. But the funny thing is, SC rocks its crappy Wi-Fi I mean it's like it doesn't have very many bars. rocks and 2.4 but the funny thing is, SC rocks. It has crappy Wi-Fi I mean it's like it doesn't have very many bars, but the other two are pegged out strong. As far as Wi-Fi signal, it's giving you the strong signal on both of those and a weak signal on the rocks. S.c. rocks S.c.
17:00
Speaker 1
Yeah, you can change them back if separate network band works well for you. You got right now the combined network team that we have set up. Uh yeah, it's showing up and low signal because i think network is congesting or uh, surname other two are showing up. [silence] Did not delete that on your phone or you also forgot that network on your phone. [silence] So just um. [silence]
27:00
Speaker 2
How do I change them back? Mm, I see a little bit of green light. I don't understand why it does that. Yeah, why are they still showing up? I forget how to momma them. Yeah, I don't get it. And it's just it's spelled differently.
27:00
Speaker 1
go ahead. Mm. Okay, yeah, just leave it as it is, sir. If it's working fine with you.
28:00
Speaker 2
So, yeah, this is just really, really weird because now they're all. For a second, well, I can't do that because I'm doing a I'm doing something on the internet and I can't do that until he's done. Once I have this one thing done, then I can go back and I can unplug my Wi-Fi and or I unplug the parent mode and plug it back in. Let me see. This off and let's just see what happens because I reset let's see if that Sun City rocks disappears. Okay, when I went back to the 5G 2.4, took the SC rocks off. It's all fine. It's gone, so I probably should just leave it. Yeah, it seems to be working fine, so that's good. You know, the guy.
28:00
Speaker 1
Yeah. Yeah, it also depends on customer situation too and also the connected devices because there are some setups that needs to be separated or not. [silence] Yeah. For the account, regarding to email and password, we don't have the visibility of your full credentials. We can only see the email and the
29:00
Speaker 2
was just telling me yeah if you combine your networks as you move through it works better I'm like really he goes oh yeah that way you got awesome service I was like oh okay I'll do that but no I'm not in not I'm not in not. Yeah. Okay, okay. That's fine. So now I guess, so how do I know what my username If is there a way to see what my username and password is for, for where I'm, for Yes where I'm at right now.
29:00
Speaker 1
routers that are linked to it before, and right now you can. cannot also see that on our end here. Cannot on our and. We can only see the old email that is still active, where the to MR Autism, um, Specials at some city. Only Specials at syndromeinc.com are here in our record. Um, on that count, there are two routers that are Well, we have present, we have two MR 730 that we're working before at your house, both Well, so yeah, other than that, there's no other other router. Oh, yeah, yeah. If you can do remote access on link app, you can change it there on the link is up. But make sure your parent node on your house is connected to your account.
30:00
Speaker 2
Okay. That's my home one. Okay. Okay. So, if I'm at work right now and I'm on my phone and I see the routers, is there a way that I can change like my profile settings on here? Where? Okay. I understand what you're saying. I'm at work. I want to go in and I want to change my username and password.
31:00
Speaker 1
you go to your menu you're on your phone or you're on your computer oh you're pointing your phone Okay. Okay, just use your phone and then go to accounts. But regarding with the username and password. I think you cannot change that anymore. you can change the router password but not the accounts password it doesn't have that option on the app On the Linksys app under account, you can close your account and... mm-hmm. At the very bottom. When you click the menu icon, you scroll down at the very bottom. [silence] You cannot see my account. If you cannot see that option that means you are not logged in using your email and password. You just logged in locally using the router password. Yes. So just create a new account or if you can still remember your own account you can log into it. Okay. Hmm. Um what options do you have? Hmm. Hmm. Um you cannot use um
32:00
Speaker 2
see, about Wink, sis, set up a new. I don't see my account. I'm on my phone in. Okay, so so. help me create an account for this so I can do that and add these to it. Hmm. I don't, but I'm going to create a new one. So, let's just create a new account. Okay, so, tell me tell me what to do. Or could they could they be under the could I use one email address the specials at Sun City Inc.com and have my work on it and my home?
34:00
Speaker 1
Same email for a new account. If you want to use that email, you need to close it and then use it or add a new account again, but you need to close it first. [mumbles] Yes, you can add two different networks and one account. [mumbles]
35:00
Speaker 2
But okay, so here's what I wanna do. I want to have one email address that I use and I want to have my home under it and my work under it. Can I do that? Okay. So I'm gonna log into this account. So I'm logged out now. Now it says I'm gonna enter and say forgot password and I'm gonna enter my email address. S P E C I L. L@S...t.t.n One-note-c.t.o.p X. All right, let let me check his here. Just running slow. Retrieve, okay you got delayed right. Yeah, so I'll have to call you. Let me see here. You paid... They've been doing that a lot lately. Oh, let's see here. Did you get delayed last time? Yeah. ...trust me, it's not that big of a deal. I've even gotten delayed. Oh, my God. Hold on one second, man.
35:00