V2 Rubric Detail — 7cd88552-7fb5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 18:54
Duration
21m 33s
Contact
916-799-9249
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00137019
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single Device can not connect to the Wi-fi
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical2.19/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp2.86/5
Overall46.1% (-9.9)

V2 Grader Summary

The agent achieved partial resolution by restoring local router access through correct cabling and URL guidance, but provided materially inaccurate information about remote access being universally discontinued and gave a wrong URL. The core cloud account email issue was not resolved, though local functionality was restored. Empathy was shown, but ownership and follow-up were lacking.

V1 Case Analysis

Customer unable to log into Linksys cloud account or reset password; experienced Wi‑Fi password errors. Agent provided invalid URL (myrouter.loco), omitted proper cloud password reset steps, and gave incorrect advice about 5 GHz band merging. Local access achieved after direct Ethernet connection, but cloud/Wi‑Fi issues persisted. No model/serial collected.

Troubleshooting Steps
  • Directed customer to local router UI (initially provided incorrect URL http://myrouter.loco)
  • Suggested connecting desktop directly to Linksys router via Ethernet
  • Discussed 2.4 GHz vs 5 GHz band behavior and naming
Key Observations
  • Agent provided invalid URL http://myrouter.loco, which does not exist and contradicts KB guidance for local router access.
  • Agent failed to direct customer to the correct cloud account password reset flow at https://linksyssmartwifi.com/forgot-password.
  • Agent incorrectly stated that remote access was removed for all Linksys devices, which is factually incorrect per KB.
  • Agent advised merging two 5 GHz bands by using the same SSID and password, which contradicts KB guidance on band steering.
  • Customer was not confirmed to be on the Linksys network initially, yet agent proceeded with local UI access troubleshooting without verification.
  • No model, serial, or warranty information was collected despite troubleshooting a specific device issue.
Positive Highlights
  • Acknowledged customer frustration and apologized for lack of communication about changes.
  • Correctly identified that the desktop needed to be connected directly to the Linksys router instead of the modem.
  • Eventually guided customer to the correct local access URL (http://myrouter.local) after initial error.
  • Maintained a polite and patient tone throughout the call despite customer frustration.
Agent Errors / Gaps
  • Provided invalid URL http://myrouter.loco, which does not exist and contradicts KB guidance.
  • Failed to direct customer to the correct cloud account password reset flow at https://linksyssmartwifi.com/forgot-password.
  • Incorrectly claimed that remote access was removed for all Linksys devices.
  • Advised merging two 5 GHz bands by using the same SSID and password, which contradicts KB guidance.
  • Did not verify customer was connected to the Linksys network before attempting local UI access.
  • Failed to collect model number, serial number, or warranty status during troubleshooting.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Customer regained local access via myrouter.local after hardwiring, but cloud account login and password reset email issues remained unresolved.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent guided customer to try local access and reposition Ethernet cable (which worked), but did not troubleshoot cloud account email delivery or spam folder.
R3 Partially Met Correct resolution path conf 84%
Agent correctly pivoted to local access as a workaround but inaccurately claimed remote access was universally removed without verifying model-specific support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 81%
Agent identified login failure and network access issues but did not ask for model number or confirm email domain/spam folder, missing key diagnostics.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (e.g., remote session, logs) were necessary; issue was resolvable with basic connectivity and URL guidance.
T3 Not Met No misinformation conf 95%
Agent stated 'remote access removed for all devices' (inaccurate per KB), gave wrong URL 'myrouter.loco' (should be .local), and used confusing phrasing 'double four words' for 'double forward slash'.
Communication
C1 Partially Met Clear & professional language conf 79%
Agent maintained conversation flow but had multiple silences, filler words, and no clear agenda or expectations setting.
C2 Partially Met Confirmed understanding conf 82%
Agent used a conversational tone but provided confusing phrasing ('double four words') and did not confirm understanding after corrections.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on the case and helped achieve partial success (local login), but did not resolve the core cloud account issue or follow up on email delivery.
O2 Not Met Proactive follow-through conf 88%
No specific next steps were given for the unresolved cloud login or email issue; only vague suggestion to consider upgrading.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 85%
No escalation occurred, and the issue (local access restored, cloud login secondary) did not meet escalation triggers per KB.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was performed, and none was warranted given partial resolution via local access.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent acknowledged customer frustration: 'I totally understand where you're coming from' and apologized for lack of communication.
X2 Partially Met Tone & rapport conf 81%
Agent remained polite but used unclear language and did not adjust pacing or confirm comprehension during technical steps.
X3 Not Met Overall experience conf 90%
Customer had to repeat details, was given an incorrect URL ('myrouter.loco'), and was not guided through a clear password reset process.
Call Transcript42 turns · 43 lines
Speaker 1
[KEEP_UNCERTAIN] Good morning or good afternoon, wherever you are in the world. I'm having trouble logging into my Linksys account. It keeps telling me incorrect email or password. And when I use the forgot password option, it says it'll send me an email, but it doesn't send me an email. But I know I'm using the right email because when I try and create an account with that email, it says email already been used. If this is [silence] you
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 technical support. My name is Dylan. How can I help you today? Uh-huh. Uh-huh.
00:00
Speaker 1
Um, I tried multiple times last night. I'm not getting anywhere. What-s what's going on? Okay, so I have and the message I get on the router password is last night I could get in okay. Um this morning it says oops we encountered an error try again later.
01:00
Speaker 2
So it actually depends on the model, sir, because I believe a lot of like remote access for all their models was removed. So technically they can only access the Linksys app through local access or using the router password. Have you tried using router password?
01:00
Speaker 1
I was trying to log into, I've never get in, so I was trying the link this Linksys Smart Wi-Fi.
02:00
Speaker 2
Uh-huh. Uh, actually, the update was actually made for this specific model. So this no longer have a remote access actually, um, it was removed for all the, um, all of the devices. But just to confirm with you, sir, were you trying to long in to the Linksys app or to the web interface?
02:00
Speaker 1
Yep. You PLF. Yep. Yep. Okay. I think that that didn't get anywhere this morning. Let me try that again.
03:00
Speaker 2
mm-hmm. Oh, so you search for the link to smart wifi.com. Yeah, that that page. I mean that address isn't available as well. So if you wish to access the web interface, you may try to type in on the search bar, http://myrouter.loco
03:00
Speaker 1
Okay. um so let's try this. Yes, so let me try this again. My, my desktop, um doesn't like that. It says, can't reach this page, check if there's a typo. So let me just pause, let me just go on. Yeah, I'm Yeah, I'm
04:00
Speaker 2
[silence] [silence] Can you [silence] okay, can you couldn't can you um ensure that you type in HTTP colon double forward slash my router. that loco.
04:00
Speaker 1
Yeah, I'm just typing it again. Okay. HTTP colon double backslash my router dot local. Yeah, sorry. Yeah, I did the double fours. My my my mistake. I wish you guys would tell people when you change all these things and discontinue service and all that nonsense, because it's really frustrating as a user when you don't.
05:00
Speaker 2
It's double four words, sir. Network. It's okay. Um, if, I see, um, I, I, I actually didn't know that there were,
05:00
Speaker 1
Yeah, well, whatever. we we get a whole bunch of um email and important stuff like link sys. I would look at it all and I don't remember ever seeing anything. Okay, still not getting any any success with um my router.local. It says hm don't read this page. see it.
06:00
Speaker 2
There was no [ silence ] message that was sent regarding the update, [ silence ] because normally we post those on our website [ silence ] or [ silence ] we [ silence ] send them [ silence ] or we send them [ silence ] the customers like [ silence ] a prompt message regarding the update [ silence ] but it is a truly an oversight on our end though. [ silence ] Uh[ silence ] um[ silence ] what's there showing? [ silence ] What's their showing?
06:00
Speaker 1
Um, it's, I just get a page that says can't reach this page, check if there's a typo in my router.local, and it says search the web for my router.local, and then it says DNS probe finished, and X vein, and then I get a chance to refresh. I'm trying to refresh, but it a it ain't doing anything. M I'm using a desktop, um, one that I've used, yeah, I've used since this. It is hardwired, yep. uh Um, it's hardwired, uh, yeah, um, um, lemme just see what it's I I've got a, um, um, a, um, Xfinity modem. [silence]
07:00
Speaker 2
I may not sir if may I know what device are you using right now oh you're using a desktop is it connected directly to the router hardware to the lynx router uhinstead of them.
07:00
Speaker 1
And then I've got the link sys started. Um, no, the, um, my computer is hardwired to the Xfinity modem. Um, okay. Let me try that right now. I always make these things so difficult for people with big fingers. There we go. Yeah.
08:00
Speaker 2
Yeah. Because you might not be able to access the web interface if you are not connected to the Linksys router. Yeah, you may try to move it sir and plug in the ethernet cable there directly to the Linksys router. Mhm. Okay. Um, I totally understand where you're coming from, sir. And, you know, we doesn't really have hold with that.
08:00
Speaker 1
The uh I mean the whole issue I'm having has developed in the last um few weeks where um I think I uh problem with the um 2.4 radio on my um my my parent um uh my parent uh node because when I'm close to that my phone will not collect connect to my home network When I move away to another part of the house where there are a couple of nodes, my phone will connect to my home network on the 2.4. So that's that's why I'm that's why. [silence] Well, what what what what happens is when when when I'm on my phone, what it came about when I was trying to connect a a smart plug, um and I've I've got like 60 or 70 of these connected devices around the house, so I know how to do this stuff.
09:00
Speaker 2
mhm mm. Yeah, well, actually, Sir, I don't think there's a problem with that, because the 2.4 has a longer range. That's why if you're far away, you would be able to connect to the 2.4. And when you're near the the parent node, you would be connecting to the 5 GHz.
10:00
Speaker 1
But, um, the smart, the smart plug, when I'm, when I'm, um, when I'm in the, in the room where my, um, parent node is, um, will not connect to my 2.4, um, network. But when I go to another part of the house, it will connect to the 2.4 network. Um, and when I go back to, um, where the, um, where the node is, um, it simply defaults back to the five, the, the five, um, uh, gee. I've split the band into a 2.4 and a five, so I've got two separate, um, uh, Wi-Fi's in the house. Um, but, but I've been having trouble with, with, um, getting, getting the, the message, um, incorrect password. Well, I know I've got the correct password because I was looking at my, my, um, account, uh, on my.
11:00
Speaker 2
gigahertz. network.
11:00
Speaker 1
Desktop hand on my phone and I know I'm using the right password, but the phone keeps telling me I've got an incorrect password. But then when I go to another part of my house, it says, okay, this is the password, this is the correct password. So somewhere there's something weird going on, which is what I'm trying to resolve right now. Um, anyway, let me just try this. Um, local or my local router. Um, it's my my router. My router, my router. My router.local. Okay, let's see what happens.
12:00
Speaker 2
[silence] [silence] All right, sir. Yes, sir. My router/My router.local.
12:00
Speaker 1
[silence] Okay, um now I think it's going to let me um and now I've got the um blue screen and it's um waiting and there's the connection access and uh let me put in my password um and I think I'm there uh I wonder if it took me back to the um password page password page just let me try to pass that one more time.
13:00
Speaker 2
uh huh
13:00
Speaker 1
time okay it's just waiting waiting waiting and I see and okay so now um I do have um and I'm yes I am yeah um and so at least I know how to do that now and now that I'm
14:00
Speaker 2
[silence] Are you now logged in to the uh LinkIt Smart Wi-Fi? Okay.
14:00
Speaker 1
hardwired to the router, that obviously made a difference. Um. Um, okay. Okay. Um. Yes. Yes, it does. Um, while I've got you on, um, the, um, the phone, um, um, I don't know how this happened, but I have, um, two separate 5 gigahertz spans, um, with a similar name, but one I've called Linksys Home 5. And the other one I called Linksys Home 51. Um, can I delete one of those or do I just turn one off?
15:00
Speaker 2
yes, sir, yes, sir, that's good to hear, okay, uh, yes, sir, so, uh, I think, um, that solves your concerns about logging in to the router settings. Yes, sir. Mhm. Um, you can actually just, um,
15:00
Speaker 1
Okay, okay. So I can just change this name on um let me see one. Okay. Yeah. Um, so now it's um updating and now it still shows um both bands, um both with the same name. Um, but what I'm interested in is what will appear when I try and look at my phone. Can you just give me a second to pull up the um settings on my phone and see um.
16:00
Speaker 2
2. 5 gigahertz or in order for them to interconnect. I mean, they will become one. Uh huh. Yeah, you can just put the same name and the same Wi-Fi password for both 5 gigahertz, so that you'll just have uh two networks, uh your 2.4 and your 5 gigahertz, which your 5 gigahertz consists of two uh 5 gigahertz, the 5 gigahertz 1 and 5 gigahertz 2. Uh huh.
16:00
Speaker 1
Oh good. So I've now only got one, one, one Linksys home five. Um, And, and I think I'm going to be able to connect to Linksys. You see, here and now links is home and it says, um, incorrect password. Um, and I was, I was connected a moment ago. Let me put in, let me put in the and now it's doing its own thing. Now it says, I'm connected. Um, well, I'm just frustrated that it, um, goes through that, um, um, wrong password.
17:00
Speaker 2
Sure, sir. Okay getting that's good. Yes, sir. The password. Okay, that's good too here, sir. Mm-hmm.
17:00
Speaker 1
okay, I think um I think I have what I need. So I appreciate your help and thank you for letting me know that those links I've been using no longer work. Um thank you. I I maybe um um is it something as I've had this for five or six years, is it something I should think of upgrading or will that not make any difference because the software and all that stuff keeps getting upgraded. [silence]
18:00
Speaker 2
Yes, sir. Mm-mm. Yes, sir. Mm. No problem is there. It's also an oversight from our end that we won't I mean, we failed to inform you regarding the changes and updates. But anyway, uh we appreciate the feedback and will ensures that it will be highlighted to our back team for future improvements. And yeah, appreciate your time and uh we're looking forward to be on your service.
18:00
Speaker 1
and then so little deeper, yes okay um then maybe I will um i will speak to um some young 21 year olds that know more about this than me and see what i should upgrade to. alrighty um I um I appreciate uh i appreciate um your now my Linksys home is disconnected again. Well, we'll connect one more time. Um I know, when we take this stuff for granted. And now I get I've got the
19:00
Speaker 2
You may ... you can actually consider upgrading sir! You know, because we already have like multiple models that is more advanced than the whw-03.
19:00
Speaker 1
the right, the right password in there. And it's refusing, it's refusing to connect. It says incorrect password. And, uh, I've got exactly the right password. Now it's couldn't, it's now connected. And I've tried, um, I've tried forgetting on my phone, um, the, these various, uh, uh, connections. Um, and, uh, I've tried resetting the, um, the, um, uh, the, all the, um, internet, uh, connections, uh, in, in the, um, general management part of my phone and I do all that, but it really hasn't, um, haven't helped very much. Um, I, I don't know what's going on. I'm connected now, which is all I, you know, all I want and, um, I've only got one link. It says five. Um, so I think, I think, I think I
20:00
Speaker 2
Wait, try to... you can try to...he's not connected. Silence.
20:00
Speaker 1
I have what I need, but we'll and we'll go with that for the time being. Um and thank you very much for um uh the assistance. And um we'll um look at from there. Thank you. Thank you. Bye-bye.
21:00
Speaker 2
you're very much welcome sir sure no problem sir mm-hmm you're very much welcome sir have a great day and take care sir bye for now [silence]
21:00