V2 Rubric Detail — 6ac18b62-6b5a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 21:12
Duration
20m 3s
Contact
Joe Anderson
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133975
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Linksys app concern
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided resolving the issue by prematurely introducing a paid service option despite the problem being within standard support scope (password recovery), especially violating the OOW best-effort expectation to continue troubleshooting.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical3.12/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve the login issue, prematurely pivoting to a paid service offer without completing troubleshooting. Despite correct technical knowledge of the recovery key, the agent did not guide the customer to completion and violated protocol by using out-of-warranty status as a reason to stop helping. This constitutes avoidance and results in an unresolved case with no path forward provided.

V1 Case Analysis

Customer unable to access MR9000 router admin after password change; agent incorrectly applied SPNM6x recovery key process and misidentified button functions; issue unresolved; follow-up needed for correct factory reset procedure.

Troubleshooting Steps
  • Requested model and serial number (MR9000, 32A10M28A01598)
  • Advised using router admin password via local web access
  • Incorrectly explained "Forgot password" flow and recovery key requirement (not applicable to MR9000)
  • Misidentified button functions (blue/WPS, red/reset — red button does not exist on MR9000)
  • Suggested restarting network via app
Key Observations
  • Agent incorrectly applied SPNM6x/LN1600 recovery key process to MR9000, which does not support this feature (critical accuracy failure per KB).
  • Agent misidentified button functions: MR9000 has a WPS (blue) button and a reset pinhole — no red button exists.
  • Agent asserted out-of-warranty status and pushed $15 paid-support fee without verification or offering valid self-help path.
  • Customer provided 7-digit number (1118412) treated as recovery key; MR9000 does not use recovery keys, indicating fundamental guidance error.
Positive Highlights
  • Correctly identified model as MR9000 from customer description.
  • Attempted to collect serial number and customer contact information.
  • Correctly distinguished between WiFi password and router admin password.
  • Warned customer not to press physical buttons unnecessarily, preventing potential accidental reset.
Agent Errors / Gaps
  • Provided technically inaccurate guidance: MR9000 does not support recovery key password resets (only SPNM6x/LN1600 series do).
  • Misrepresented button functions: MR9000 has no red button; factory reset requires 10-second press of reset pinhole.
  • Did not verify warranty status before stating device was out of warranty and requiring $15 paid support.
  • Offered paid support prematurely without providing valid self-help path (e.g., factory reset instructions).
  • Failed to recognize that the 7-digit number provided (1118412) was not a recovery key — MR9000 does not use recovery keys.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ended interaction by introducing a $15 fee without confirming access restoration or resolving login issue.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent explained recovery key process but did not guide customer through completing it or verify success.
R3 Not Met Correct resolution path conf 96%
Agent cited out-of-warranty status to justify charging $15 instead of continuing free troubleshooting, violating OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified password confusion and asked for model/admin method, but failed to confirm root cause (forgotten admin vs app login issue).
T2 Met Appropriate tools / resources used conf 94%
No tools required; agent correctly referenced recovery key process from KB without misusing resources.
T3 Partially Met No misinformation conf 87%
Correctly described recovery key and button functions, but inaccurately claimed password cannot have two identical characters in a row.
Communication
C1 Not Met Clear & professional language conf 95%
No call framing, abrupt transitions (e.g., 'Would you like me to help with something else?'), and loss of control during critical steps.
C2 Not Met Confirmed understanding conf 93%
Used informal term 'brother', gave unclear instructions about buttons, and failed to adapt to customer's non-technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Abandoned case ownership by shifting to paid service offer without resolving the core issue or ensuring continuity.
O2 Not Met Proactive follow-through conf 95%
No timeline or clear next step provided; only action was conditional on payment, with no follow-up commitment.
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 performed and none was warranted — issue was within L1 scope.
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 94%
No empathy shown; dismissed customer’s frustration over lost access with immediate focus on payment.
X2 Not Met Tone & rapport conf 92%
Failed to match customer’s pace, used confusing jargon, and did not check comprehension after key instructions.
X3 Not Met Overall experience conf 93%
Customer repeated serial number and password details; agent increased effort by not streamlining steps or using available info.
Call Transcript17 turns · 21 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling in. This is Mr. Gerald. [silence] A lot.
00:00
Speaker 1
How are you doing? Can hear me. Hey, can you hear me? OK. Hey, I have a Linksys system in my home. I had it connected a couple years ago. Change all my password to custom password. I'm trying to log back in and get it and I can't get it to recognize my system. Could you talk me through the process and help me get connected back to the app? Yes, I'm on the Linksys app. And when I try to connect my router, it won't let me connect my router. No. There's no problem.
08:00
Speaker 2
Can you still can help? Hello? Yeah, I can hear you, right? The problem is you links this up, not the internet. Sorry, let me verify. So, you don't have a problem with the internet, right? Just the app. Okay.
08:00
Speaker 1
Mhm, I can do either one. I could use either one. I'm logging in right now on the app and it gives me the option to add existing router to the mesh Wi-Fi. Set up a new router. I have the router and it's been set up for several years. So all I expect add to existing and I hit find the router. That says, look at this. We're able to. Yes, I didn't see that on the frame if it's too long. There's a model number M as in Mary R as in red 9000.
09:00
Speaker 2
and are you trying to log in using your email or the admin password? You will not find it because you're probably logging in using your email. So you can try the admin password instead or local access. Let me help you with that. let me try to help. Can you give me the serial number and model number?
09:00
Speaker 1
32 a is in apple. 10 m as in Mary. 28 a is in apple. 015 nine eight. Joe Anderson with A-A-N-D-E-R-S-O-N J-O-E F as in Frank B as in boy W as in water at gmail.com it's Joe FBW uh it's a broadband it was uh hold on I'm gonna look it up It was point broadband it may still be point broadband it's a fiber optic It's a broadband broadband. And it has a technician call comes a service call on my neighborhood I'm on the phone with them right now and they're telling me it's a fiber optic. Sorry, I'm not really techie
10:00
Speaker 2
I don't have a name or a personal email address, and I'm not connected to an internet provider. I operate using artificial intelligence. [silence] Would you like me to help with something else?
11:00
Speaker 1
I think it is point found man. It used to be North Georgia network. It's sold out and it's a new company now. Yeah, I hadn't had the app in several years. I just downloaded it just now. I've tried logging in with email. Yeah, I'm just. Yeah, hold on. Okay, I'm logged up. Just opened it back up and it gives me an option email or router.
12:00
Speaker 2
did you try to delete the app and reinstall the app can you log out from the app can you can you log out can you log in from the app what do you see now
12:00
Speaker 1
and now automatically clicked over to looking for a router net went back to login. okay, I've got the router password in it. It says, looking for routers on your network, and then it goes back to that sign screen that, router password. I changed my router password. If you try to get on my internet, I have a password I set a few years ago. I've got a lot Log this login now. Do I need to put that password in or the one that's on the router itself? Yes. Yes. Just saw it and this time I said sorry, that's the incorrect password. Tell me this on my on the past, on the password there is a 38 and then there's an o or it's a zero. Do you know which one that is? [silence] Okay. Let me try that.
13:00
Speaker 2
uh no uh so what happened when when you log in using your router password what happened did it uh uh load up and then back to the same page asking for router password oh how about what so that uh that's not gonna work because the Wi-Fi password is different from the Wi-Fi from the router password uh so so if you forgot the router password it and the uh uh there's an option uh reset password uh it will will reset the password um um that but it will not affect the Wi-Fi password but it uh it's uh uh the uh uh admin password for the app uh or or the login page it uh uh uh will ask for a recovery key and the recovery key is at the bottom of the uh uh
14:00
Speaker 1
get to the recovery key. there's a recovery key. okay. it just said 1118412. it said the account holder would be notified. well I get an email or something? said reach that router password log in, connect, so I'll just put my new password in here, I guess. okay.
15:00
Speaker 2
brother there's a five numbers there yeah well it will ask for a recovery key correct so you have to reset password first and then create a new admin password no enter the recovery key then create a new admin password Yeah. It's not again a Wi-Fi password, so your devices will stay connected to Wi-Fi. [silence] [silence]
15:00
Speaker 1
I can't have two characters in a row, is that correct? Like, two, two in the same letter. logging in, getting router settings, and restart browser. We encountered a problem. Please use the button, we use the button to do it. do hold it down. Don't do. Okay. Alright, so we encountered a problem, restart the router, and then a screen popped up that said restart the router. We encourage we encountered a problem, please use the button below to restart the network. So I need to push the blue button to restart the network. Is that right? But I'm not pushing the button on the router. There's a it's a blue button on my phone for restart network on the app. [silence]
16:00
Speaker 2
No, don't do that. Wait, wait. No, no, it, it, all day, all day. What, what are you trying to do? Now the blue button is a WPS, it's not for restart and the red button is for reset. So if you reset that, all the settings you applied for it will be erased. It will be locked to the port settings.
18:00
Speaker 1
Do I need to push that where it says, OK, device, disconnect, it says, restart, then.
19:00
Speaker 2
you you can try that yeah you can try that but after that if if that will not work go ahead after that just one second and after that if that's what if we're going to continue with this unfortunately your device here is out of pharanty and for out of warranty devices we charge fifteen dollars to assist so that will not work i'll have to ask you to pay the fifteen dollars it we're going to continue.
19:00