V2 Rubric Detail — 6f6907f2-8055-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 13:59
Duration
8m 39s
Contact
707-385-3313
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00126795
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: Trouble accessing the linksys app

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall40.1% (+10.1)

V2 Grader Summary

The agent correctly identified that a factory reset unlinks the Linksys app, which is technically accurate. However, the agent failed to provide any actionable next steps or troubleshooting (such as using the web browser as recommended in universal_app_transition_notice.md) and ignored the customer's security concerns, leaving the case unresolved.

V1 Case Analysis

Customer unable to access Linksys app after MR7500 router reset; agent confirmed reset unlinked app but provided no re-link instructions or web interface guidance.

Troubleshooting Steps
  • Collected router model and serial number
  • Asked for ISP and LED status
  • Confirmed recent router reset date
  • Obtained Wi-Fi network name and customer email address
Key Observations
  • Agent correctly diagnosed that a router reset unlinks the Linksys app from the account but failed to provide documented re-linking procedures (universal_app_transition_notice.md).
  • Agent incorrectly assumed the email address linked to the router was [email protected] without confirmation, contradicting the customer's stated email (jasonfresh@att.net) and causing confusion.
  • Call ended without verification of LED status, specific app error messages, or confirmation of web interface accessibility — all critical troubleshooting steps per KB.
  • No escalation, callback, or self-help path was provided despite the unresolved issue.
Positive Highlights
  • Correctly identified that a router reset unlinks the Linksys app from the account, demonstrating accurate technical understanding.
  • Collected essential device information (model, serial, Wi-Fi SSID, ISP).
  • Asked relevant questions about reset timing and current network status.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to provide standard app re-link procedure (log into app with correct email, use local IP http://192.168.1.1, or access via myrouter.local as documented in KB).
  • Incorrectly assumed the customer's email address without confirmation, leading to confusion and potential account access issues.
  • Did not verify LED status or request the specific error message shown in the app (e.g., 'add extended' prompt).
  • Did not offer alternative access methods via web browser, a critical troubleshooting step per KB guidance.
  • Ended the call abruptly without resolution, escalation, or follow-up arrangement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide a path forward; call ended without confirmation of resolution or next steps.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified that router reset likely caused app unlinking and asked for key details (model, serial, email), but did not guide customer through re-linking process or verify account access.
R3 Partially Met Correct resolution path conf 80%
Agent correctly inferred that factory reset broke app association — a valid cause — but failed to offer best-effort troubleshooting (e.g., web login, password recovery) despite no warranty barrier.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (app won’t connect post-reset) and linked it to a plausible root cause (unlinking due to reset), but did not explore alternatives like incorrect login, account mismatch, or security compromise.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used customer-provided device info and referenced internal record ([email protected]), suggesting CRM use; however, did not leverage remote tools or recommend web interface despite app failure.
T3 Met No misinformation conf 95%
Agent correctly stated that resetting the router unlinks the app — consistent with Linksys behavior — and accurately identified the associated email from system records.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control by collecting info and transitioning between topics, but multiple silences and abrupt shifts (e.g., sudden end) indicate weak framing and pacing.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple questions and avoided technical jargon, but failed to confirm understanding or adapt to customer’s clear confusion about account ownership and security concerns.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent engaged with the issue and reviewed account data, but did not commit to follow-up or ensure resolution, ending the call prematurely when customer disengaged.
O2 Not Met Proactive follow-through conf 90%
No clear next steps were given (e.g., log in with [email protected], try web browser); customer was left without actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
No prior contact or handoff occurred; this was first interaction.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Customer expressed fear of remote compromise and unauthorized access; agent dismissed concern without escalation or security check, despite potential risk.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was executed, and customer was not informed of any escalation path despite expressing serious security concerns.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and professional, but showed no empathy for customer’s anxiety about being hacked or confusion over account access.
X2 Partially Met Tone & rapport conf 80%
Agent responded to customer’s pace but missed cues of distress and confusion; did not rephrase or check comprehension when customer struggled to articulate issue.
X3 Partially Met Overall experience conf 75%
Agent asked for model and serial once and used CRM data to confirm email, reducing some repetition; however, failed to streamline resolution by directing to web interface or recovery steps.
Call Transcript16 turns · 16 lines
Speaker 1
That reason why I'm trying to find out what's going on, because I talked to Apple. They said I might be временем with the NX router. I don't mind how the game will wallet, because my water is very old. And I don't know why it happens. Yeah, I don't know why it happened. It's still working. It stays strong. And I don't know how to get to my app. Because asking for my log in. You want me to see my looking for my my water and you don't see it. It's still searching and searching and searching. It was like Okay, what happened to it? The Linux logo? I talked to Apple's support tech support Apple.
01:00
Speaker 2
I'll see you right. All right. Who do the remote access. So if I may ask, is it the LinkSys? People? So they are the one who remote access to your computer.
01:00
Speaker 1
No, I don't know who remote my uh remote uh access the uh the Wi-Fi. I don't know who. I cannot trace it. I tried to but no one Yeah, because no one picked up the phone yesterday. I tried to contact and I just yesterday but no one picked up the phone. Hold on. I'll give it to my now. Hold on. Uh hold on.
02:00
Speaker 2
Right. Now, did you contact Linksys yesterday? Because if you did not, mm-hmm. Okay. Oh. So no one, um, remote access your computer or your access on wi-fi, but let me take a look. So can we provide the model number and the serial number of your Linksys router?
02:00
Speaker 1
wait what do you want again the still number and the model number or there's still a number Oh which one's first Okay 45 C like Charlie one zero M like Mary two B B B as in boy B as in boy then zero zero three six three and the model number is M R seven five hundred zero zero
03:00
Speaker 2
yes. The serial number, sir. the, the, the, here. All right, thank you so much for providing me the information, sir, and also
03:00
Speaker 1
now um um Comcast efficiency yes everything's working uh my order is working fine everything's on uh I mean I'm at home right now but yes it's on still on yes the app's not working and I'm going to make sure that I don't get compromised on the auto if it is then I have to get new router like Apple told me uh um Apple tech support good all right uh let me see
04:00
Speaker 2
May I know who is your internet service provider? Extremity. Okay. And what is the LED status of your router right now, sir But so only your Linksys app is not working. What's the error message sir when you try to access your Linksys app?
04:00
Speaker 1
hold on so it says add extended okay you haven't had a router mesh or Wi-Fi system to your account yes it's working it used to work but somehow somebody took over and it doesn't work it stopped working yesterday after somebody remote control my TV and Apple TV and Alexa I'm not sure about the camera for the ring camera I'm not sure about that but something is going on but I don't know who remote and what you know
05:00
Speaker 2
On this list app that you have, sir, is it working before? Did you link [silence]? Okay.
05:00
Speaker 1
I did reset it. It's still not working. I'll try to look for my router and everything and it will still let me do it. [silence] But you let me go online. It works online. I mean, let me go online and everything. [silence] I... yesterday. Uh... is, um, Man... Chi Chi.
06:00
Speaker 2
Alright and also sir, if I may ask you, did you reset this router? Um-hmm. When did you reset this router, sir? Saturday. Yay, Saturday. And what is your, all right so since you reset this router yesterday, sir, that's why your Linksys app was unlinked to this router. And may I know what's your WiFi name, sir. What was your Linksys WiFi name? Manjushree. Yay, Manjushree. All right. And what's the email address used, sir? [ silence ]
06:00
Speaker 1
UH hold on it's M O N C C I C H is what y'all say jason jason fresh at a t t.net. Silence. That's my seattle law email address. Silence. And i'm like UH I yeah this is Ivan tell me next question camera.
07:00
Speaker 2
to create, how about your email address then? What's the email address linked to this account? I mean, to this router? Okay, got it. because this is on the record here, sir. Your router was, I mean, the email address we have here is [email protected] Do you recognize this email address? Right. Because if you want to access the link, sir, you need to log in using this email. Because this is
07:00
Speaker 1
Wait, are you sure that's her email, I though that was my email. Okay, I'll talk to her then. Alright, thanks. welcome, bye bye, see you bye bye.
08:00
Speaker 2
the able associated with the router. Yeah, this is the able associated with the card. since you reset this last yesterday. That is why it was not linked to your your links to the app. All right. Thank you so much. Have a good one. Bye for now.
08:00