V2 Rubric Detail — 79a48194-6e4c-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-22 15:10
Duration
11m 13s
Contact
Ramsy Elftesi
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134268
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000CF-EU Access Locked out due to multiple Attempts

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall91.7% (+33.7)

V2 Grader Summary

The agent successfully resolved the customer’s lockout issue by guiding them to use the recovery key, resulting in restored access. However, the agent provided materially incorrect technical information by suggesting 'admin' as a valid default password for the SPNMX20, which contradicts documented behavior — the correct default admin password is the WiFi password printed on the label. Despite this error, the correct recovery path was ultimately followed, leading to a successful outcome.

V1 Case Analysis

Customer locked out of Linksys app due to admin password issue. Guided to use recovery key on myrouter.info to reset admin password. Customer confirmed access restored.

Troubleshooting Steps
  • Collected customer name, email, and ticket number.
  • Attempted to verify model/serial (incorrectly recorded).
  • Provided incorrect default admin password information ('admin').
  • Correctly guided customer through recovery-key password reset procedure via myrouter.info.
  • Confirmed successful login after reset.
Key Observations
  • Agent incorrectly stated that the default admin password is 'admin' for SPNM series routers at [07:00], contradicting KB guidance which specifies the WiFi password on the router label.
  • Agent failed to accurately capture the model number (SPNM60) and serial number (72D10M26S00693), mishearing them as 'SPN Mx20' and 'SNM26SF000693'.
  • Despite initial errors, the agent correctly guided the customer to use the five-digit recovery key process, which resolved the issue.
  • Customer confirmed full access to router settings after password reset, validating the resolution.
Positive Highlights
  • Correctly identified the recovery key process as the solution for a locked-out SPNM router.
  • Successfully guided the customer through the password reset using the five-digit recovery key via myrouter.info.
  • Confirmed resolution with the customer by verifying access to router settings and smart Wi-Fi tools.
  • Provided the ticket number for future reference.
Agent Errors / Gaps
  • Incorrectly stated that the default admin password is 'admin' for SPNM series routers, which is materially wrong per KB.
  • Failed to accurately capture the model number, mishearing 'SPNM60' as 'SPN Mx20'.
  • Failed to accurately capture the serial number, mishearing '72D10M26S00693' as 'SNM26SF000693'.
  • Provided potentially confusing information about router password vs WiFi password without clarifying SPNM-specific defaults.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'Yeah, that has worked. I'm now back on the Lynx's app.'
R2 Met Diagnostic thoroughness conf 95%
Agent gathered model/serial, confirmed lockout state, and directed customer to use recovery key — a targeted diagnostic path.
R3 Met Correct resolution path conf 95%
Agent recommended recovery key method (non-destructive) over factory reset, aligning with KB guidance for SPNMX20.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified symptom (access locked due to failed attempts), verified device model, and correctly inferred admin password lockout as root cause.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools needed; agent used correct KB-backed recovery procedure without over-reliance on unsupported methods.
T3 Not Met No misinformation conf 85%
Agent incorrectly suggested default admin password 'admin' for SPNMX20, which per spnmx56_family.md uses the WiFi password on label when configured. This is a material inaccuracy.
Communication
C1 Met Clear & professional language conf 92%
Agent opened call professionally, collected required data, maintained control, and guided to resolution without digressions.
C2 Met Confirmed understanding conf 88%
Agent used accessible language, confirmed understanding ('Okay, that’s perfect'), and adapted to customer’s pacing.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and followed through until customer confirmed access restored.
O2 Met Proactive follow-through conf 95%
Agent provided clear next step (use recovery key), confirmed success, and closed with ticket number for future reference.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy ('I'm sorry') and acknowledged frustration of being locked out despite correct password.
X2 Met Tone & rapport conf 88%
Agent matched customer’s conversational pace, used affirmations, and maintained engagement throughout.
X3 Met Overall experience conf 93%
Agent avoided unnecessary steps like factory reset or repeated info requests; solution was direct and efficient.
Call Transcript24 turns · 24 lines
Speaker 1
Hi there, I've been locked out of my getting into the Linksys app. It says when I try it on my desktop attempt access locked, too many failed attempts to get in. I've been trying to get in using my router password which hasn't changed but it's not been allowing me to access it for some reason. Yeah, I've been locked out but I try to log in using my Wi-Fi password and it's saying that the password is incorrect but the password hasn't I've not changed it. So I'm unsure why that is the case.
00:00
Speaker 2
Welcome to Lynx Tech Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Lynx Tech Support. My name is Elia, how can I help? Okay, just to make sure that you've been locked out already. [silence]
00:00
Speaker 1
Um, yes. one second. so the model number is SPN Mx20. Have you got that? Yes, serial number seven two D10 M26 S00693. Yes. Yes. Yes. No, that is a.
01:00
Speaker 2
Yes, sir, can I find out the model name and the serial number of your Linksys router? Yes, and then can I also please have the serial number? Okay, let me read it back, that's DLC-10. SNM26SF0006
01:00
Speaker 1
Is uh, it's Fox. Correct yes. It is yes. Um. S- community fiber. Yes it is Ramsey L phoTaylah. R-A-M-S-E-Y-L-P-H-O-T-A-Y-L-A the u-h number. Yes it's from accent.
02:00
Speaker 2
Oh, foxtrot. Okay. And then, zero, zero, six, nine, three. Okay. Thank you so much. And uh, by the way, is this, like, your first time calling lynx.s? Okay. Uh give me one second. And your internet service provider is... Okay, thank you so much. Uh not sir, let me just create the record for this conversation. Can I have your first name and your last name? At Ramsey, like R-M-S-Y. And how do you spell your last name please?
02:00
Speaker 1
L for Lima, F for Fox Trot, T for a Tango, E for Echo, S for Sugar, I for India. Yes, it is. So it's Kirsty. So that's spelt K-I-R-S-T-Y. then, um, so yeah, that's one word and then, well, yeah, so Kirsty and then it's Ramzy, so A-N-D Ramzy at gmail.com. So Kirsty A-N-D Ramzy is all one word. And Ramzy is the same spelling as my name. Correct, yes.
03:00
Speaker 2
Okay, thank you so much. And Ramsey, can I also please have your active email address? Gmail.com. Okay. Uh, give me one moment.
03:00
Speaker 1
Correct. Yeah, it's just to yeah, access the lynx's app. Yeah, the internet is working fine. I have, well, it's your one. Yes, well, in total four. So I've got the that's the one that I just said to you that is the main one that is connected to the modem. And then I've got three boosters in the property additional. Oh, when did I get it? It was November 2015.
04:00
Speaker 2
Just to make sure your internet is working. It's just that you do need to access to router settings. And how many Linksys routers do you have, Ramsey? Okay. Okay. Okay, thank you so much. And uh by the way, Ramsey, do you still remember when did you get the router? I just actually need to fill in the warranty start date. Yeah.
04:00
Speaker 1
I think it was, I'm looking at a picture, I think 12th November, and I'm looking at, I'm looking at a picture on my phone of the, the, of the um router details. So that would have been the first day I took it. So yeah, 12th November, 2025. [silence] So I tried the apps, uh I can't get into the app, the link's just up. I tried on Safari to, to access it on my phone couldn't, and then
05:00
Speaker 2
November 2025. Can I use the date today? Just to put it in, like November uh-huh. Okay. That's perfect. Mm-hmm. Okay. November 12th of 2025. Okay. Let me get this one. So, uh, by the way, apologies, what what what browser did you use earlier?
05:00
Speaker 1
I'm now on a desktop and I've used Google Chrome, and it's given me the message saying, access locked, too many failed attempts to log in. Of my... do I... but I don't really want to do that, because it will log me out of other devices. Oh. But where is the router password, then? because I'm... because I'm... what I've been looking at was what I understood to be the Wi-Fi password, which was the same as the [silence]
06:00
Speaker 2
Oh. okay. Do you have the option to reset the password? Or the router password? No. the router password is different to your Wi-Fi password. France. so if you reset. yes, it's different thing. so if you reset the router password, it will be different from your Wi-Fi password. so you don't need to worry about being. you know, disconnected to your Wi-Fi.
06:00
Speaker 1
So that's what, so that's what I've been trying to use the, the, of the main router, the, the password that is underneath. That's what I've been, that's what I've been using and that's what it's not, it used to let me log in with that password and then something, but right now, well, recently, it's not the first day I've had the issue, I just haven't called about, this is the first time I've called about it. But the password has, hasn't changed, that's the point I was trying to make.
07:00
Speaker 2
Oh. Oh. Okay. It's okay because that's actually usually happen but the router password, you can try using the word admin that's a B M I N all lowercase. And the second and the second option to use is using their default Wi-Fi password of your router or your main router. But since you got locked. I'm sorry. But right now. Uh huh. [silence] I call. Uh huh. I'll convert it to adult. Uh huh.
07:00
Speaker 1
It's not changed, but I'm just not being able to get into it for some reason. And that's the same. The password is the same as the internet password. It's not changed. Sorry. I... . Yes, and it said so. that's not gonna change my internet password. Okay. Um yeah, it comes up with the recovery key, which I can enter. Shall I do that now? .
08:00
Speaker 2
in that- there out there password Ramsey um how about you choose the option to reset the router password so I believe you um no yes yeah so use yeah use the recovery key information that you can find underneath the main one
08:00
Speaker 1
Okay, If it says reset routerパスワード, uh okay, because I just put I can't put the same password as before. Okay. Okay.
09:00
Speaker 2
uh huh.
09:00
Speaker 1
Yeah, that has worked. So I'm now I'm now into back in, so I just, I just used the same password as before. But it is, it is what it is. I'm now back on the uh Lynx's app. So that seams to have fixed it. Um, yeah, it's well, it said Internet online 11 devices for node. It shows all the connections and then on the yeah Wi-Fi settings guest network all those things. No, that was it. No, that was it. Thank you.
10:00
Speaker 2
Mm-hmm. Okay, so you are now in and do you now see the smart Wi-fi tools, the router settings, the network status, can you see all of those all of those options? Okay. Okay, that's perfect. So, will there be anything else that I can help you with? Okay. Thank, thank you so much. I yeah. And by the way, if you happen to need to call us back, just provide this ticket number.
10:00
Speaker 1
Okay, great. Thank you you too. Bye.
11:00
Speaker 2
That is 134268. Okay. Have a good one. Bye for now.
11:00