V2 Rubric Detail — 763cbb00-65ed-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 23:29
Duration
7m 54s
Contact
Reginald Ward
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00073416
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.14/5
Overall66.2% (+10.2)

V2 Grader Summary

The agent provided technically accurate information and the correct non-destructive recovery path for a locked-out MX6200, but failed to conduct any diagnostic troubleshooting or express empathy. The call ended with clear next steps but without verification of resolution, resulting in a partial resolution.

V1 Case Analysis

Customer locked out of MX6200 admin after too many attempts. Provided local login URLs and recovery key reset instructions. No verification of successful reset.

Troubleshooting Steps
  • Confirmed device model (MX6200).
  • Provided correct local admin URLs (myrouter.local / 192.168.1.1).
  • Explained password reset via recovery key.
  • Incorrectly mentioned a 24-48 hour lockout period.
Key Observations
  • Agent incorrectly stated a 24-48 hour lockout period for admin access, which contradicts the Linksys KB. The recovery key reset should be available immediately without enforced delay.
  • Agent provided accurate local access URLs (myrouter.local and 192.168.1.1) for the MX6200, enabling self-help.
  • Agent did not guide the customer through the exact steps to use the recovery key (e.g., where to click, what field to enter it in).
  • No verification was obtained that the customer successfully reset the password or regained access.
  • Agent ended the call prematurely after a vague 'thank you' from the customer without confirming understanding or next steps.
  • Agent correctly identified the model and mentioned the recovery key as the proper method for password reset.
Positive Highlights
  • Correctly identified the customer's router model (MX6200) early in the call.
  • Provided accurate local web-interface URLs (myrouter.local and 192.168.1.1) for admin access.
  • Correctly directed the customer to use the recovery key as the proper method for password reset.
  • Acknowledged the discontinuation of Linksys Smart Wi-Fi remote access, preventing customer confusion on that front.
  • Maintained a polite and professional tone throughout the interaction.
Agent Errors / Gaps
  • Provided factually incorrect information about a 24-48 hour lockout period, which is not documented in the Linksys KB for MX6200 recovery.
  • Failed to provide step-by-step guidance on using the recovery key during the call.
  • Did not confirm whether the customer understood how to proceed or whether access was restored.
  • Ended the call without validating resolution or ensuring the customer could act on the instructions.
  • Did not collect or confirm the serial number despite discussing device-specific recovery, creating a protocol gap.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent explained the recovery key method and local access URLs but did not confirm successful login or resolution; outcome was not verified.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed—agent did not confirm device connection, browser use, or attempt recovery key reset; jumped straight to advice.
R3 Met Correct resolution path conf 95%
Agent correctly recommended the non-destructive recovery key method for MX6200 instead of factory reset, aligning with KB guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions (e.g., which password, local vs. remote, error message) and assumed issue without root cause analysis.
T2 Met Appropriate tools / resources used conf 90%
Agent correctly cited local access via 192.168.1.1 and myrouter.local, and accurately noted discontinuation of remote Smart Wi-Fi site.
T3 Met No misinformation conf 95%
All technical information provided (recovery key reset, lockout duration, local access) is factually correct per KB articles.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent responded to customer input but did not set agenda, manage flow, or confirm understanding; call lacked structure.
C2 Met Confirmed understanding conf 90%
Used plain language, avoided jargon, and matched customer’s conversational style without overcomplicating.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and provided a resolution path without deflection.
O2 Met Proactive follow-through conf 90%
Gave clear next steps: wait 24–48 hours if locked out, then use recovery key via local UI; realistic timeline provided.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact with no handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Correctly determined issue was resolvable at L1 using recovery key; no escalation needed and none warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration about lockout or repeated failed attempts; no empathy expressed.
X2 Partially Met Tone & rapport conf 85%
Agent maintained communication but did not adjust tone or pace to customer’s stressed state or fragmented speech.
X3 Met Overall experience conf 90%
Provided direct solution (recovery key reset via local UI) without unnecessary steps or repetition.
Call Transcript9 turns · 11 lines
Speaker 2
Welcome to links Support. To ensure quality service, your call may be monitored. For in warranty, 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 serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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.
00:00
Speaker 1
I see. This is Reginald Ward, I was calling, I had forgot my password and I logged in too many times and it locked me out. Yes. Correct. Right. Why the Wi-Fi password is it
02:00
Speaker 2
Thank you for calling Linksys. [silence] This is Epi. How can I help you? [silence] Okay. I just pulled up your record. So this is Reginald Ward, right? [silence] And your email address is durango2812@live.com. So you have an MX 6200 router, you mentioned that you forgot your password. Is it the Wi-Fi password you're referring to? Oh, uh, uh, your, okay. Um, if you, uh, are you referring to the router password? Or, is it asking for router password?
02:00
Speaker 1
Locked out. So, then I saw this page. So, I'm just locked out. Wait, I can't log. I can't. I kept. Forgot password. Trying to reset it. C-. D. B. B. Email. I. It says, and password. I never reset. Password. I never reset. Password. Log on. Forgot password. And if I keep learning, and over here... I guess I could put in my problem. I can't get in. Yeah, yeah. My. Send code. Okay. Okay. Yeah, I know my email address. Our email. Can we. Enter, and enter, and do email. So, I'm right, work email. Work email. [silence] Back home. No, no, no. Wrong email. ese. Wait, wait, wait.
04:00
Speaker 2
Do you have, do you have the option to reset the password? Just to call, just to set your expectation, okay, um, the Lins uses Linksys Smart Wi-Fi remote access website has been discontinued already, okay? So, if there's an issue with your account and you need to reset your password, um, you might not be able to access that anymore, okay? Because again, they've already discontinued that, um, site, that website for the remote Linksys Smart Wi-Fi. Though you can still access, you can still use your Linksys app, you can access it locally, but not remotely. Because that that has been discontinued. So, in order for you to manage your router locally, you can also access it through the web browser by going to myrouter.local or 192.168.1.1. Sir. Yeah, 192.168.1.1.
04:00
Speaker 1
Reset. All right. So when I'm locked out, it still unlocks out the the router password and the email password. Okay. And I can change the password. [silence]
06:00
Speaker 2
Yeah, usually with a lockout, it will take 24 to 48 hours. So, [silence] if it's locked out, you won't be able to log in using your account. So, the other way, the other, I mean, the alternative way for you to access your router is through the IP address which is 192.168.1.1. Or you can also go to myrouter.local. Yes, it's going to ask for your, uh, for the router password if you access it from there.
06:00
Speaker 1
Okay. Okay, so I'd have the recovery key and then I'd I'd have the password, okay. Alright, well, thank you so much. That'll that'll do it. As well, by now. [silence]
07:00
Speaker 2
there. If the password is not working, you have an option to reset the password and put the recovery key. Okay, so will there be any questions? Sir Ward? Okay, well thank you so much for your time. This is Epy from, for more information, by the way, you may always visit our site support.linksys.com and just give us your phone number if ever you need to call us back. This is Epy from Linksys. Thank you again for calling you. Do have a great night. Take care, sir. Bye bye. Hello.
07:00