V2 Rubric Detail — 83ec1faa-6e73-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 19:49
Duration
22m 36s
Contact
Brian Marks
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134335
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: router password invalid
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall72.4% (+44.4)

V2 Grader Summary

The agent correctly applied the recovery key method and demonstrated ownership, with logical troubleshooting and appropriate tool use. However, the default password misinformation and lack of login verification prevented full resolution. Communication was functional but lacked empathy and effort reduction, resulting in a partial resolution outcome.

V1 Case Analysis

Customer unable to access MBE7000 router admin UI at 192.168.1.1. Agent provided incorrect recovery key (0428, 4 digits) and failed to confirm successful login. Incorrectly stated Linksys app version 3.6.0 (2024) is current. No resolution achieved; call ended without valid next steps.

Troubleshooting Steps
  • Identified product model (MBE7000) and serial number.
  • Instructed to try default admin password 'admin' (correct per KB).
  • Guided through recovery key reset but provided incorrect key format/value (4 digits instead of 5).
  • Falsely claimed login was successful without verification.
  • Provided incorrect information about Linksys app updates (stated 3.6.0 is current).
Key Observations
  • Agent provided incorrect recovery key format (4 digits instead of 5) and wrong value ('0428'), directly contradicting KB guidance.
  • Agent never verified successful login after password reset procedure.
  • Agent falsely claimed Linksys app version 3.6.0 (2024) is current, despite KB stating the app is deprecated and remote access is now via https://linksyssmartwifi.com.
  • Agent failed to mention/administer the admin UI blank screen workaround (http://192.168.1.1/ui/local/dynamic/index.html), which is relevant for MBE7000 and could have resolved the access issue.
  • Call ended without confirming resolution or setting a clear next step, leaving the issue unresolved.
Positive Highlights
  • Agent correctly identified the product model (MBE7000) from the serial number at [02:00].
  • Agent asked for and recorded the serial number early in the call, supporting case documentation.
  • Agent correctly advised that 'admin' is the default router password and should be lowercase, per KB guidance.
Agent Errors / Gaps
  • Provided incorrect recovery key format (4 digits) and value ('0428') at [06:00-07:00], directly contradicting KB guidance that recovery keys are printed on the device label and are model-specific (customer provided '30438' - 5 digits).
  • Failed to verify successful login after password reset - falsely claimed access was restored without confirmation.
  • Incorrectly stated Linksys app version 3.6.0 (April 2024) is current, despite KB confirming the app is deprecated and remote access is now via https://linksyssmartwifi.com.
  • Did not troubleshoot admin UI access using the known blank/blue screen workaround (http://192.168.1.1/ui/local/dynamic/index.html), which is documented for MBE7000 and could have resolved the issue.
  • Call ended without providing a valid next step or resolution path.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent guided customer through recovery key reset and creation of a new password, but did not confirm successful login or access to the router dashboard; resolution was assumed, not verified.
R2 Met Diagnostic thoroughness conf 93%
Agent identified the symptom (can't log in), confirmed model (MBE7000), ruled out Wi-Fi vs admin password confusion, directed use of recovery key, and walked through password reset — a logical, KB-aligned sequence.
R3 Met Correct resolution path conf 96%
Agent correctly used the non-destructive Recovery Key method instead of factory reset, following protocol for forgotten admin password on supported models like MBE7000.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent asked for serial number, identified MBE7000, confirmed issue was admin login failure, and pursued recovery key path — clear symptom identification and root cause targeting.
T2 Met Appropriate tools / resources used conf 94%
No additional tools (remote access, logs) were needed; agent used correct KB procedure (recovery key) based on model and symptom, which is sufficient for this scenario.
T3 Partially Met No misinformation conf 97%
Agent incorrectly stated default admin password is 'admin' (lowercase), but KB states MBE7000 uses the Wi-Fi password on label as default admin password; however, agent later guided recovery key correctly, mitigating impact.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control and flow but had multiple long silences, no initial framing, and failed to summarize or confirm resolution before closing.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple terms but repeated fillers ('so, so') and did not adapt tone to customer’s frustration or confirm understanding after key steps like recovery key entry.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and followed through on guiding the password reset process without avoidance.
O2 Partially Met Proactive follow-through conf 90%
Agent provided immediate steps (use recovery key, create password) but did not set a timeline for follow-up or confirm next steps after login attempt.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact with no handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a password reset issue resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent remained professional but offered no empathy statements or acknowledgment of customer frustration; interaction was transactional but not discourteous.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a consistent pace but did not adjust tone or delivery to customer’s emotional state; customer expressed confusion but agent did not rephrase or slow down.
X3 Partially Met Overall experience conf 91%
Customer had to repeat recovery key multiple times due to agent’s verification loop, but agent did streamline the reset process and avoided unnecessary steps like factory reset.
Call Transcript42 turns · 44 lines
Speaker 1
Welcome to R-Links Sports. Yeah. we need a little support for our links as products.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.org. please have your device serial number ready. For assistance. press one now. For out of warranty products, pay support, please be ready, please have your device serial number and Contact Information ready. If unavailable, kindly call back later. For out of warranty product, pay support option may be available, depending on the issue. [silence] Thank you for calling Linksys, this is Ai. Saavan, how can I help you? Okay. Can you provide me, sir, the serial number of your Linksys product?
00:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, you can enter Hold on. Hold on. All right, you ready? So, it's a 59 A10 M2B. for Baker. D for David. Zero, three, one, six, two. Yes. Correct.
01:00
Speaker 2
So, the serial number of your Linksys product is five nine A for Apple, one zero M for Myke, two B for boy, D for David, zero three one six two. Is that correct? How many Linguist products you have, sir? Or nodes? All right, so your Linksys product is model MBE 7,000.
02:00
Speaker 1
I want to browse to the router from my PC. I put in 192 dot 168 dot 1 dot 1. Yes. Well, I will not let me enter it. It asks for the password and I enter the password and I have the correct password. I know it.
03:00
Speaker 2
So, may I know, sir, what's the issue with your router? Is it disconnected or a China lost connection? So you type, you open a web browser and type in 192.168.1.1 and you're not able to access it? Hmm. Yeah.
03:00
Speaker 1
Uh, and it's, it will not let me in. So I did some research and it looks like you might've, you might have changed the, how this is working now, I think I'm not sure. Does it access Velop? So it's a router password. Yeah, I know, of course I know. I do.
04:00
Speaker 2
O. oh. Okay. Hold on. May I know what password is it asking? Is it asking for a Wi-Fi password or a router password? [silence] Okay. So it's asking for a router password. So what router password did you type in? [silence] Because you have to know a router password is different from a Wi-Fi password. Okay. So you do know your router password. [silence] So if you do know, alright. So if you do know
04:00
Speaker 1
Oh, I clicked it and it won't take the, it won't take the reset off. There's a password on the bottom of the router and it won't take that either. Um The router password is admin. it's supposed to be with capital A.
05:00
Speaker 2
If you enter your router password and it says invalid or incorrect, there should be a, reset or forgot password. What did you click?
05:00
Speaker 1
I can try lower. So, I'll lower A, G, M and I. I in. No, it will not let me in. So how do I get past this? Yes, enter recovery key. I know. There it is. I know. Just one second.
06:00
Speaker 2
if the router password is admin, that is the default router password and it's all lower case. Okay, so, so, so, so, so try to, okay, so try to click on reset and tell me what does it say? Click on reset password or forgot password? It should, okay. Now enter the recovery key. There should be a recovery key on your parent node, the one that's connected to your modem. Uh, it's five digits. Okay. So, you, you type it in. Try to double check.
06:00
Speaker 1
3043 8. 3043 8. 3043 8. Yeah. All right. let's start at the top, so now we get a new create a new admin password and hint. We would not you
07:00
Speaker 2
The recovery key is five digits. Zero, four, two, eight. Okay, that's the parent node recovery key, okay? Not the child node. Because each node has a different recovery key. So, you must type in the recovery key that is indicated on your parent node. Okay. All right. So, now you're able to proceed. So, you have to create a new route.
07:00
Speaker 1
I want you to understand, I want you to understand.
08:00
Speaker 2
your router or admin didn't work because you may have created a router password before and you have forgotten. So you will create now a new router password. Make sure to take note of that so that you won't forget it. So your router [silence] [silence] see.
08:00
Speaker 1
copied in there, but I didn't change it because I would be cuz I didn't change it because I will copy the change into the password program. You understand? So I did not forget. Okay, but uh can I make it admin now or no? [silence] I'm
09:00
Speaker 2
okay okay a while ago yeah okay mm-hmm mm-hmm all right uh that would depend because usually when you are required to create a router password it should be a case sensitive password it should have letters and numbers and a special character you can try to type in admin if it accepts that router password then that's good if it doesn't then you will have to follow the proper format of a router password which should be case sensitive with letters and numbers and a special character
09:00
Speaker 1
Like capital A D M I N and some numbers and special, there's a D at the end, okay? It's okay. Very good. One second. [silence]
10:00
Speaker 2
[silence] All right. So you will be able now to proceed to your router's dashboard. So everything is good now, sir? Since you're already logged into your routers, once it asks to create your passport router, that's it, you will be logged into your router settings, uh a dashboard.
10:00
Speaker 1
one second please. Let me finish what I'm doing here.
11:00
Speaker 2
By the way, sir, let me just confirm your name is Brian Marks?
11:00
Speaker 1
okay, okay uh, so is there is there a version for this, or how do I check if it's the is there any way to update it or settings, setting where's settings, router setting yeah, okay. And activity yet. Oh, here I
12:00
Speaker 2
Are you going on the router's settings? Yeah and then click on the connectivity
12:00
Speaker 1
can I edit the firmware update it says no conversion 211607 says up to date over the floor and what about the Lenks system Wi-Fi? What about the app itself? Is there an update for that or no? yes. Silence.
13:00
Speaker 2
you will see basic that you see the former there it will tell you if if it's up to date it it will it it it it says up to date and your notes is up to date because their link is up usually the app will or are are automatically update if you have turned the or enable the automatic update
13:00
Speaker 1
Apple store.
14:00
Speaker 2
On your app notifications or settings and you will know if there is an update on the app when you check on the Play Store or Apple Store. Yeah, so from where you downloaded the links app, you can go to that and check if there is an update on the links app. But usually, application software do have an automatic update or pop up notification that will tell you if there is an update. You can see it on the app, uh, settings app. Uh, that is, uh, your router's web user interface, uh, your router's web user interface. Is different, is different from your linksys app. Your linksys app is the one you installed on your phone. It's an application, uh, whereas when you log into 192, that's that's a web user interface.
14:00
Speaker 1
Right. Right. No, I I I've seen that before. It actually hasn't updated for quite some time, so that's why I'm asking. Um let me see, I can get the version. Maybe you can just confirm for me if it's the current one or no, I'll check. Uh so it should be about app version 3.6.0. Maybe you can just confirm for me if it's the current one or no, I'll check. Uh so it should be about app version 3.6.0. [silence]
16:00
Speaker 2
, for that because that is just how the web interface works. It's only the Linx's app, which have some updates. If they do have updates, usually it will notify your phone or it will automatically update your software. Hmm. OK. So if it's just recent, then... [silence]
16:00
Speaker 1
April 15th, 2024. So, it says it's an old version on the app. Uh, Yeah, I don't think it ever did though, I guess, huh? It says about app version 3.6.0 April 15th, 2024. I don't think it's maybe ever updated.
17:00
Speaker 2
Then you can go to the Play Store or App Store where you downloaded the Linksys up. And then from there, you can just download the latest version because usually it will pop up if there's a new update, it will tell you to install new updates. Or. Then, uh, as I've mentioned, you can go to your Apple Store or Google Play Store. And from there, you can download the latest version if you think your Linksys app is. still using this. Mhm.
17:00
Speaker 1
app store. search, all right? i'll check for links to Linksys Smart Wi-Fi, huh? links to Linksys Smart Wi-Fi. it just says open. i just don't understand because uh because of course version 3.6 was zero two years ago. so even on the app store, there's nothing new. i think. i think.
18:00
Speaker 2
Yes if you're using an iPhone, then you should be checking on your Apple Apple store if you're using an Android phone, then you should check on Google Play store. Yes, because as I've mentioned to you if there is a new version, it will automatically update on your phone.
18:00
Speaker 1
So, it hasn't been updated for two years then. Wow. Don't you think that's unusual?
19:00
Speaker 2
Update Your software on Your phone or it will notify you of any latest or newest version Then it could be that there is no Or any Updates for that software No there's nothing unusual about that because That is up to the software if they want to update the version every year or not it will depend on the software is There is something that you need to um
19:00
Speaker 1
let me just check real quick while you're on the line. Um, I put links to the Smart Wi-Fi app version in Google, but it doesn't it it isn't right either. Okay. I I understand what you're saying. It's supposed to show up automatically, so I I get that. I I understand that, but it hasn't updated for two years, so I think it's not a reasonable question. Smart Wi-Fi, yeah um,
20:00
Speaker 2
Mm, mm hmm. No, it's fine. Mm hmm. Yes, uh, you're talking about the link. It's a smart Wi-Fi. Yeah. The, the,
20:00
Speaker 1
My version. It just says, it just says Linksys. And I just restarted it right now. So, um, you just go to about about Linksys, app version 3.6.0 April 15, 2024. Yeah.
21:00
Speaker 2
the application software should be Linksys app only okay you mentioned your version is 3.6 okay that's the latest version for now
21:00
Speaker 1
That's the latest version. Okay. Okay. That's all I want to know. [silence] Okay. Yep. Uh, thank you too. Thank you. [silence] Yeah. Bye. Bye.
22:00
Speaker 2
[silence] [silence] but then [silence] ss . [silence] Yes. All right [silence] that is all. All right. So [silence] that's good and you're already able to access [silence] oh so your orders will be certain [silence] so thank you for calling lins all [silence] and if you have any other question [silence] you can always contact us back again okay . Okay. [silence] Yor welcome. It's our pleasure. Lifes [silence] . [silence] Thank you and take care. Have a great day. Goodbye.
22:00