V2 Rubric Detail — 7972e66e-808c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 20:33
Duration
14m 9s
Contact
304-240-5636
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00068993
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.7/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall73.1% (-0.9)

V2 Grader Summary

The agent correctly executed the recovery-key password reset procedure, resulting in full restoration of the customer’s access (R1, R2, R3 Met). Technical accuracy was strong (T1 Partially Met due to missed diagnostics, T2 and T3 Met). Communication and customer experience suffered from repetitive instructions, lack of empathy, and unnecessary customer effort (C1, C2, X1, X2, X3 Not Met/Partially Met). No auto-zero triggers were present as the interaction remained professional and resolved successfully.

V1 Case Analysis

Customer locked out of router admin; used recovery key to reset password; access likely restored but not confirmed.

Troubleshooting Steps
  • Verified customer email address.
  • Directed customer to locate the five-digit recovery key on the router label.
  • Guided customer through the 'Forgot password' flow to reset the admin password.
  • Confirmed router status was online after reset.
Key Observations
  • Agent correctly used the non-destructive recovery key method per KB guidance (linksys_now_login_admin.md).
  • Agent gave confusing and unnecessary instruction to take a picture of the router label, causing customer confusion and physical handling.
  • Agent did not obtain explicit confirmation that the customer successfully logged in after resetting the password.
  • No router model or serial number was collected, a protocol miss for case documentation.
Positive Highlights
  • Correctly identified and applied the non-destructive password recovery process using the five-digit recovery key.
  • Maintained a calm and supportive tone throughout the call.
  • Avoided recommending a factory reset, preserving customer settings.
Agent Errors / Gaps
  • Instructed the customer to take a picture of the router label, which was unnecessary and confusing.
  • Did not ask for or record the router model or serial number, missing protocol for case documentation.
  • Failed to confirm successful login after password reset, leaving resolution unverified.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms the router is online and able to log in after resetting the password using the recovery key.
R2 Met Diagnostic thoroughness conf 90%
Agent guided the customer through the recovery-key password reset procedure, which directly resolved the login lockout issue without skipping key steps.
R3 Met Correct resolution path conf 90%
Agent selected the non-destructive recovery key method instead of a factory reset, aligning with KB guidance for a locked admin account.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (locked out) and applied the correct fix, but did not confirm router model or access method (app vs web), missing key diagnostic context.
T2 Met Appropriate tools / resources used conf 95%
No additional tools were required for the password-recovery flow; the agent used the appropriate KB-based steps without unnecessary tool use.
T3 Met No misinformation conf 98%
All technical instructions (recovery key location, password rules, Wi-Fi password unaffected) match the Linksys KB and were factually correct.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but gave repetitive and unclear directions (e.g., 'turn upside down', 'take a picture') without confirming understanding or adapting to customer confusion.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language but failed to adapt when the customer struggled, continuing with complex visual tasks (photo request) instead of simplifying to verbal confirmation of the recovery key.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and saw the issue through to a successful password reset with customer confirmation of access.
O2 Partially Met Proactive follow-through conf 80%
Agent provided real-time steps but did not set a formal follow-up timeline or confirm next steps beyond the immediate resolution; resolution was confirmed organically by the customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was needed or performed; the issue was resolved at L1 without any complexity requiring escalation.
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 85%
Agent offered no empathy, acknowledgment of frustration, or apology for the customer’s lockout experience; interaction was purely procedural despite clear customer frustration.
X2 Not Met Tone & rapport conf 80%
Agent did not adjust tone, pace, or communication style to the customer’s confusion, persisting with unnecessary visual tasks (photo request) that the customer found difficult instead of simplifying.
X3 Not Met Overall experience conf 85%
Agent added extra effort by requesting a photo and instructing the customer to turn the router upside down, which was unnecessary; a simple verbal readout of the recovery key would have reduced customer effort.
Call Transcript15 turns · 18 lines
Speaker 1
What's wrong, buddy? Um. You need some? Hello? Hello? I'm calling because I'm trying to figure out I'm trying to get into my router and I'm not able to get into my router. Um I have my username password and everything in and now it's telling me I'm locked out. I don't understand why. It won't? [silence]
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hi, thank you for calling Linksys. This is Regina. I want to help you today. Yes. Hi, this is Regina from Linksys technical support. How can I help you today? Open [speaker>: due to the multipleLogin. So, if you forgot your router password, you're just click reset to forgot password and create a new one. But before that, let me just confirm if I'm talking [silence]
00:00
Speaker 1
yes yes do one now I'm on the app do one now I long do with my email and my password that was saved with my fingerprint I don't even
01:00
Speaker 2
they're present from you say Sean and your email is loweyerthug@yahoo.com. Oh, may I know the reason why you need to access the web you interface? Is that the Linksys app or the web interface? Are you planning to access the Linksys app or the web interface? Okay. Now it asked you to create are you logging in using router password? How did you log in on the Linksys App sir? Okay. How about try to log in using your router password?
01:00
Speaker 1
Remember the router password is. Huh? I guess I'll have to. So what do I need to do? Do I have to have a laptop because I don't have a laptop. Alright. So going to the app. All right, I'm in the app. I'll open the phone. Huh? It says on my on I'm there. It says already using the Linksys product or login.
02:00
Speaker 2
it's okay we can actually reset that one we can reset and create a new router password if you forgot log in using your router password now I own a links is up yeah log into the links is up kindly try to go back then on what page on what page what are the information shows on that page on the links is app already using a links is product
02:00
Speaker 1
so and then I hit login under it correct okay it asks me my email in my login hold on for a second so enter email or router router password okay click reset
03:00
Speaker 2
Okay, select router or skip for now. [silence] Router. Select router. [silence] Yes, or skip for now. And then click reset. Yeah reset.
03:00
Speaker 1
Okay, it says, enter your recovery key, Chok Imaeri. Unplug the router and bring it here. back that out of the way so you can get a Full no, don't unplug it. On the bottom of the router, turn the bottom of the router over. Hold on here. Turn it upside down. Upside down. This side? Yes, hold on, Cord, I'm going to give you something here. Is this right for me? Yes, turn it, turn it upside down. Just the right This one? Yeah, just turn it upside down.
04:00
Speaker 2
reset or forgot and don't worry it won't affect with your wi-fi password because they are different. Okay, look the recovery key at the bottom of the router. Your main router. No, don't unplug. Don't unplug the router there because it will lose its connection. Just look at the bottom. Yeah. There are five digit number at the bottom of the router.
04:00
Speaker 1
So you can see the bottom of it. Make it so you can see the bottom. Lay it down so you can see the bottom. I didn't say unplug it. I said make it so you can see the bottom. On the bottom. It's it's what's what's there's a here. What's it say on the little package on the little white block, the white square? Here, Cory. Give it here. Give it here. I'm gonna give you my camera and you take a picture of it. So I can see it. Don't mess with that. Camera or put that right there and take a picture of it and you'll hit that button in the center. Go get close to it so you can see it. And then take a picture of the white tab. Back up a little bit right there. Hold it still, take a picture. Hit that center button and take a picture. I ain't gonna bring it here. Let me see if this is it. It'll say uh. [silence] Password, mod, recovery. Okay. So put the recovery key in. [silence] I'm putting the number in now. 7, 5, 2. Okay. I got that in. And now I enter the new password. set the robot back up there. The what?
05:00
Speaker 2
Yeah. recovery five numbers. Yes. And make sure to follow the requirements. And what is the light indicate of the router, sir?
07:00
Speaker 1
I cannot have the same characters twice in a row. Me too. one two three, four, five, six okay I'll only have to enter it once, right? and then I go down and I one eight two okay, I submit it
11:00
Speaker 2
Yeah. Make sure there's no same the same character
12:00
Speaker 1
okay now it's saying it's online okay so hold on for one second I want to log out and try to log back in and make sure that I still have access that's my main concern okay all right already I appreciate your help that's it thanks yes thank you
13:00