V2 Rubric Detail — 848b1088-6c0c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 18:27
Duration
12m 21s
Contact
Sonia Wolshin
Issue Type
Password/Login
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical1.25/5
Communication1.25/5
Ownership4.29/5
Escalation4.00/5
Customer Exp1.07/5
Overall44.9% (+8.9)

V2 Grader Summary

The agent accessed the account, provided password reset steps, and escalated appropriately, but gave technically inaccurate information about cloud access being discontinued and failed to adapt communication for an older, disabled user. The issue was not resolved, and the customer was left without confirmed access, warranting escalation.

V1 Case Analysis

Customer unable to log into Linksys app; advised to reset router password using recovery key on router sticker. Agent offered escalation due to unresolved access issue.

Troubleshooting Steps
  • Explained removal of cloud access and need for local router password.
  • Directed customer to locate router password and recovery key on router sticker.
  • Instructed to use the reset password flow with the recovery key.
Key Observations
  • Agent never collected the router model or serial number, a critical protocol failure for product-specific support.
  • Agent provided contradictory information about a $15 charge then said no charge, creating confusion and distrust.
  • Instructions were disorganized and repeated without confirmation, overwhelming the customer who explicitly said 'that went over my head' at [03:00] and [08:00].
  • Agent failed to verify whether the password reset succeeded or even began before ending the call.
  • Agent did not acknowledge customer frustration or disability, nor adapt communication style accordingly.
Positive Highlights
  • Correctly identified that cloud access is no longer available for the customer's router model and that local login is required.
  • Accurately described the recovery key reset process using the five-digit code on the router sticker.
  • Offered escalation and a callback to ensure the issue would be followed up, providing a valid next step.
Agent Errors / Gaps
  • Did not obtain essential product details (model/serial), violating core support protocol.
  • Failed to verify outcome of any troubleshooting step, especially the final reset attempt.
  • Provided contradictory information about potential charges, undermining trust.
  • Gave confusing, repetitive instructions without confirming understanding, especially at [07:00]–[11:00].
  • Lacked empathy and failed to adjust communication for an older, disabled customer expressing confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never confirmed successful login or setup of parental controls; agent ended call without resolution verification.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through password reset steps using recovery key, but did not diagnose why cloud login failed or confirm final outcome.
R3 Met Correct resolution path conf 95%
Agent acknowledged OOW status, avoided pushing paid support, and provided free troubleshooting with escalation path.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions asked; agent repeated email content without identifying root cause of login failure.
T2 Met Appropriate tools / resources used conf 95%
Agent accessed internal system to pull up customer account and device details, informing the support path.
T3 Not Met No misinformation conf 90%
Agent incorrectly stated 'no cloud access anymore for your router' and 'no Linksys account anymore' — contradicts KB: cloud accounts still exist for many models (e.g., SPNM6x, MX, MR).
Communication
C1 Not Met Clear & professional language conf 90%
No call framing, unclear transitions, agent lost control as conversation became confusing and disjointed.
C2 Partially Met Confirmed understanding conf 85%
Agent attempted to explain 'browser' in simple terms but used technical phrases like 'local access' without confirmation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and committed to escalating after providing guidance.
O2 Partially Met Proactive follow-through conf 90%
Agent promised to escalate and schedule callback but gave no timeline or specific follow-up details.
O3 Met Closure confirmation conf 95%
Agent referenced prior technician's email and pulled account info, avoiding redundant customer input.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Customer requested supervisor; agent explained unavailability and chose appropriate escalation instead.
E2 Partially Met Escalation prep & handoff conf 90%
Agent stated they would escalate but provided no details on team, process, or expected response time.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'you're welcome' and offered help, but did not acknowledge frustration or disability beyond surface level.
X2 Not Met Tone & rapport conf 95%
Agent used consistent technical pacing despite customer confusion, repeated 'it's simple' equivalents without adjusting.
X3 Not Met Overall experience conf 95%
Customer had to locate physical router, read stickers, attempt resets — high effort for non-technical user.
Call Transcript26 turns · 26 lines
Speaker 1
Yeah, I just called and I got hung up on. I'm really frustrated. I'm trying to, I'm an older lady and I have a disability and I'm trying to put parental controls on my
00:00
Speaker 2
Welcome to Lynx's 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 www.register.Lynxus.com. Please have your device's serial number ready. For assistance, press 1 now. For out, 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. [silence] Thank you for calling Lynxus. This is May. How may I help you?
00:00
Speaker 1
and I, I've been sent an email on how to do it. I was out of warranty and they're saying that I don't have to create a new login and password, and I'm just saying I don't have a login and password. I keep trying to create a new one and um and it keeps not taking it and I can't even do the parental controls on the email they sent me. I wonder if I could speak to a supervisor under these circumstances. uh, Wilson, yeah.
01:00
Speaker 2
[silence] [silence] [silence] I see. Yeah, I was able to pull up your account here. It's under the name of Sonia Olson. And regarding this super yeah, well shun. And regarding the supervisor, as of the moment, we don't have one, but I can schedule a call back here, I can escalate your case. Uh, it's just that the call back will be made [silence]
01:00
Speaker 1
You do you have my serial number? Oh, you have it already, because I'm. Yeah, and I, and I keep, yeah, it says create, I mean, I put in the email address and password. It says it's not the right one. It says forgot your password. I created another one. It's still not doing it. I updated my email with him. Do you have the new email of sonya.1@wonder@gmail.com? Because I told him I don't use the old email.
02:00
Speaker 2
Within 24 hours, will that work for you? Okay, everything. Actually, everything is to be recorded from our andysaniasan and the device here. Indeed it shows out of warranty, which we have the paid connect option, but if you don't want that, I did. The previous technician was able to send you an email. Indeed. So, I'm just going to put a note here that you wanted to be call back. Just to let you know, I'm yeah, just a secondary thing that may.
02:00
Speaker 1
[KEEP_UNCERTAIN] That went over my head. I don't know what that meant. What you said. What are you saying? It went over my head. What What is that, why did he, why did he send me that information? Mo Voz. What, what does it mean?
03:00
Speaker 2
Drop you with that. The email, and the account, in short, the account for email will no long- I mean for Linksys app will no longer work. It's because there's no cloud access anymore for your router. you can only log-in to the app using a router password, not the account. That's the reason why you keep on resetting, maybe you're not receiving anymore the reset link or it's not working. [silence] There's no. In simpler term, there's no account anymore for our Linksys router. To all routers, no Linksys account anymore. So, you cannot log-in using your email on the app. You can only log-in
03:00
Speaker 1
It says link, link smart Wi-Fi sign in. It says link in smart Wi-Fi sign in. He emailed that to me. So, I I I don't know. I don't know what's going on now. I can't get into my account you're saying? Is it locked or something or what's going on? I don't know. I don't know what that I don't know what that means by using what? [silence]
04:00
Speaker 2
Well, based on the information that he sent to you, according to the email, it doesn't um, It's not, here to log in using the account. Yes, you can do it on the app, but, No, that's for all our routers. There's no cloud access anymore because before our router can be remotely managed using an account, but it's already been removed. You can only log in locally, so using router password.
04:00
Speaker 1
I don't don't know what a web browser is. I don't know what you're you're you mean by browser. Well I downloaded the app on my phone and I changed my email address and password and it's not letting me.
05:00
Speaker 2
Router password, that's gonna be the local access instead and according to the email that the previous technician sent, one of the is to access the router using a web browser. It's already here included. Um you can check it again. That will . Oh, I see. It's like using a Google Chrome browser or Safari browser, Google browser. I'm referring to that kind of browser.
05:00
Speaker 1
still can't go on my phone so i don't i don't know what So how do I get how do I get my router password? Oh, I Okay, you're amazing. Okay, so I'm already down it took me a long time to download the app. Should I do it on the app? Or do it on my laptop?
06:00
Speaker 2
when when you open the app. Yes. it will ask for your email and password. However, there's an option right below it to log in using a router password and that's what you need to log in with using the router password. That's gonna be on the sticker underneath your router. You can see it there actually. That's your router password. I think you'll have hard time doing it on the laptop. You can use instead the Linksys app. Just log in using the router password.
06:00
Speaker 1
Okay. Okay. It says, uh, linked since, uh, manage your Wi-Fi, set up new Wi-Fi network is the only two things it's offering me now. Right. So it's going to. It says there's one that says email or. It says email and it says router the, it says email or router password. Okay. And then go to the machine and you you can have it. You can
07:00
Speaker 2
Okay. I'll just help you with that part, but that's only the part I can help you with. Just tap there manage Wi-Fi. Tap on manage Wi-Fi and it will take you to a page asking you for your email and password. Is that all you can see there? Now, tap the option below to log in using your own password. Tap on your own password. And, yeah, if that router password will not work, you can have it. There is always a reset option. Okay. It will not Currency will not match.
07:00
Speaker 1
I'm sorry, that went way over my head. I'm going to answer the password that's on the sticker. It says password. And then whatever else you said, I kind of someone sent me a text. So then I can't use this one on the router ever again. Is that what you're saying? [silence]
08:00
Speaker 2
[silence] Yeah, in the event it will show incorrect password, that's the time that you can have it reset.
08:00
Speaker 1
I can't use this password on the router ever again after I change it.
09:00
Speaker 2
Pardon? Yeah. All small letters, sign in, reset it instead. Or you can try admin, all small letters, A-D-M-I-N, sign in, reset it instead.
09:00
Speaker 1
I just put admin. Admin for the password. A-D-M-I-N. I said, sorry, that is incorrect password. So hit, hit login. So hit login again, and then it's going to say, recovery key. Is that what you said?
10:00
Speaker 2
Mia. Yep all small letters. Okay. Okay you tap the reset instead, Sonya, and it will ask for recovery key, and that's on the sticker underneath your router. Okay? That's all. That's uh the number it will ask, which is the one on the sticker underneath your. Yeah, the recovery key is on the sticker underneath.
10:00
Speaker 1
I don't know, so do I hit login or do I hit reset? I'm the confused. this. it said, I hit, I wrote admin and it says, sorry, that's an incorrect password. So I just hit reset password. Okay. So, I just, oh, it's asking it's a recovery key. yes, there it is, oh my god. [silence] Oh, but you're. [silence]
11:00
Speaker 2
just top their reset. You have to reset your password now. Since none of your router password is working. It should be reset because your router password is not working. Okay? just top, uh, that's the point. That's why you have to reset your router password. Because your router password is not working. Yeah, and it will ask for the recovery key. Yeah. Yeah, just put in the five digit code that is on the sticker underneath your router. After that one, Sonja, it will then ask you to create a new one, okay? That's what will gonna happen. After that, you will be logged in. So that's the last part actually. Um, I cannot stay on the line longer. Sonja, this supposed to, uh, cost you $15, but this is just for
11:00
Speaker 1
Going to. Oh, thank you. Oh, I love you. So, you're having a supervisor call me, right? Okay. Okay. Thank you dear. That sounds good. So,
12:00
Speaker 2
I didn't charge you for anything. Just. Yeah. I'll just esca-- just escalate your case then. Okay? All right. Thanks. You're welcome. You take care. Bye. Bye.
12:00