V2 Rubric Detail — 8a0216a8-64a3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 08:08
Duration
10m 58s
Contact
Jason Jennings
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00132903
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNM60TB_Trying to use Linksys app to log in
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall46.0% (-8.0)

V2 Grader Summary

The agent correctly identified the login issue and provided accurate initial guidance, including the correct URL and possible causes. However, they failed to implement the recommended recovery-key password reset process — a critical step for this scenario — and did not use available tools or establish a clear follow-up plan. While ownership was maintained, the lack of progression toward resolution results in a partial resolution outcome.

V1 Case Analysis

Customer unable to log into Linksys app and admin page for SPNM60 router; agent gave myrouter.info URL and power-cycle suggestion; issue not resolved.

Troubleshooting Steps
  • Asked for model and serial number.
  • Provided the correct local admin URL (http://myrouter.info).
  • Checked Wi-Fi name and connection status.
  • Suggested power-cycling the router (10-second off, then on).
Key Observations
  • Agent never asked for or used the 5-digit recovery key to reset the admin password.
  • Serial number was initially unclear but eventually provided and could have been recorded; agent did not confirm or document it.
  • No verification that the customer's device was actually connected to the router's Wi-Fi before directing to the URL.
  • Call lacked a clear closure; the agent did not confirm whether the power-cycle fixed the problem.
  • Agent attempted to verify audio quality and channel balance, showing attention to call clarity [09:00].
Positive Highlights
  • Correctly identified the router model (SPNM60) from phonetic spelling [03:00].
  • Provided the appropriate local admin URL for SPNM series (myrouter.info) [06:00].
  • Attempted to verify Wi-Fi SSID and connection status [07:00–08:00].
  • Suggested a valid power-cycle procedure (10-second off, then on) [10:00].
  • Attempted to assess audio quality and channel balance, indicating awareness of call monitoring and clarity [09:00].
Agent Errors / Gaps
  • Did not follow the documented password-reset procedure (forgot password → recovery key).
  • Failed to confirm Wi-Fi connection before sending the admin URL.
  • Did not collect or confirm a usable serial number despite customer providing it phonetically.
  • Did not verify outcome after power-cycle step.
  • Did not escalate or provide a concrete self-help path such as a KB article or email follow-up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed successful login or recovery; the issue remained unresolved as the customer was still locked out at the end of the call.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent asked for model/serial, suggested checking Wi-Fi connection and power-cycling, but did not guide through the recovery-key reset — a core step for login issues.
R3 Not Met Correct resolution path conf 95%
Agent failed to recommend the non-destructive recovery-key method (via five-digit key) which is the correct path for forgotten admin password; skipped appropriate resolution step.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (can't log in) and collected device info, but did not systematically diagnose causes like incorrect password entry, browser cache, or recovery-key availability.
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools such as remote session, admin UI inspection, or verification of recovery-key functionality; relied solely on verbal troubleshooting without leveraging available resources.
T3 Met No misinformation conf 97%
Provided correct URL https://myrouter.info and accurate possible causes (device not on network, VPN, custom DNS); no technically incorrect information given.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control but had multiple silences, unclear transitions, and failed to set expectations for resolution path or timeline.
C2 Partially Met Confirmed understanding conf 88%
Used technical terms without adapting to customer’s level; minimal confirmation of understanding despite customer’s telecom background.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent stayed on the call, did not transfer, and attempted to resolve the issue independently.
O2 Partially Met Proactive follow-through conf 87%
Suggested power-cycling but gave no specific follow-up plan, timeline, or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted at this stage; agent was still actively troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Minimal empathy expressed; acknowledged issue but no explicit recognition of frustration or work-from-home urgency.
X2 Partially Met Tone & rapport conf 87%
Maintained consistent tone but did not adjust pace or check comprehension during complex steps; customer repeated information unnecessarily.
X3 Partially Met Overall experience conf 90%
Customer repeated serial number and Wi-Fi name; agent asked for same details multiple times, increasing effort.
Call Transcript18 turns · 19 lines
Speaker 1
Yeah, good morning. My name is Jason Jennings. I have a router or a product of yours, which is running over a supplier called tube. That's TWBB in the UK. I think I may have two accounts through you guys because I had a different router. I'm experiencing problems kind of logging in on the app. It won't let me log in. It says it's found a new router. Would you like to apply it to the account? And then it just keeps asking me for the router password, which I'm I'm putting in, but it's just not latching. I'm using both the I'm using the app on both my phone and connecting to the router. It says it says it's a new device and I've been putting in the same password which I just sent you in that email with the code. I can't even access the website. It just just keeps telling me the wrong password. I even tried another one one of my older routers is are you you still offering to help me here? Oh, ok. So, my platform as a product um
00:00
Speaker 2
Welcome to Linux support. To assure quality service, your call may be monitored. Please remain on the line for assistance. I thank you for calling us. My name is Raquel, how may I assist you today? Yes, good morning, Jason.
00:00
Speaker 1
recovery digits on the router to reset it, I've tried resetting it, I've tried going in and out of the router, um, all to no avail really, but I really need to get into this router because I work from home and I'm trying to set up a mesh using some of the other nodes that I've got in order to get coverage upstairs. yeah. but but I'm not sure um whether I've set up two accounts in error and that's where the problem lies, so sure there are with the behind me.
01:00
Speaker 2
Hmm I see. Thank you for all that information. Um, before you, when you're trying to log into the Linksys app, did you use your email account? All right, get it. And uh, is this, hmm, OK. I. OK. Understand. And for me to address properly, the Linksys app may have the serial number of the Linksys router that can be found at the bottom of it. Then you won. [silence]
01:00
Speaker 1
So. [silence] the 10 digits of the serial number are you want the map or just the serial number here? Uh. [silence] you say there's 10 digits did you say? [silence] Like lovely, so Lima kilo. [silence] Uh 60 Tango 405 Quebec 26 0-2-0 763
02:00
Speaker 2
book this serial number there will be 10 to 14 digits with numbers and letters. [silence] okay [silence]
02:00
Speaker 1
That's the one I've just given you. I've got a Mac or I've got a model number at the top. The model number is Sierra Papa November Mama 6-0. It is indeed, yeah. Just to give you a bit of background, I work in telecoms. So I provide broadband and VoIP services for businesses in the UK. So I've tried everything, but it just keeps kicking me out. I just can't get in. [silence]
03:00
Speaker 2
All right, and apart from that information, I is also seeing another um, serial number there that labeled with S-N-O-K-E. Okay, thank you. And how about the model number showing at the bottom? [silence] All right, thank you. And is this your first time calling Lakes? All right, let me create a record as well. [silence] Okay, understood. Now, we're
03:00
Speaker 1
I for India dot Jennings at Outlook.com Yeah, that's the the provider is tube, but that's tango Oscar Oscar Bravo But I think they run their network through 50 fiber Yeah, sure. So I've, I've, I've done that also. Um, so let me just try and log in again. Yeah, everything's connected. Wi-Fi. I'm ready. Yeah. Yeah. Yeah.
05:00
Speaker 2
Okay, [silence] let me double check. Right now, the new router is showing solid white on the top right. All right. And your computer right now, is it connected to the new router via Wi-Fi or wired? All right. We'll try this URL link. I'm going to provide it. Let me know when you have your browser open and ready. All right. That will be https colon//myrouter.info. [silence]
06:00
Speaker 1
If you're trying to, [silence] [noise] wi-fi seven and reach this page, it may be due to one of the main reasons: [silence] your current device is not connected to your router's network. [silence] Your VPN is enabled. [silence] You are using a custom DNS provider. [silence] [noise] The wi-fi name is Jennings, Capitals J, J-E-N-N-I-N-G-S, [noise] [silence] default wi-fi name. [noise] [silence] I'm just [silence] bear with me. [noise] The, the, the, um, [silence] the points book is actually connected to the wi-fi network. [noise] So, the router the, [noise] [silence] the [silence] is two, but that's TANGO, OSCAR, OSCAR, OSCAR.
07:00
Speaker 2
I see. Let me double check the computer where it's connected right on me. know what's the Wi-Fi name. okay. and at the bottom of the new router right now. uh can we check its default Wi-Fi name? yeah at the bottom
07:00
Speaker 1
hi Fox Trote, G for George, L for Lima, F for Fox Trote, H for hotel, zero, S for Sierra, M for Mike, I for India, L for Lame, E for Echo. Yes.
08:00
Speaker 2
Okay. Mm-hmm. Alright, thank you. And is it possible also to take a photo of that Wi-Fi name and Wi-Fi password? Because what we're going to do next is we're going to open Wi-Fi on your computer and we'll look for the Wi-Fi name. If it's showing available in the network, we will connect to it and then we try accessing its web user interface. Or have you already changed this default Wi-Fi name before? I see. So, there's no default Wi-Fi name showing on your computer right on the available network. [silence]
08:00
Speaker 1
it's connected secured that's https that's https semicolon forward slash forward slash my router dot info yeah okay i'll just refresh that no it's basically saying the same thing if you're trying to administer links he's now based wi-fi 7 router and reach this page it may be just one one of the following reasons the current device is not connected to your network your VPN is enabled or i haven't got a VPN uh you're using custom DNS provider
09:00
Speaker 2
Okay Jason. Uh hello Jason can you still hear me? Okay. Then we'll try again the URL link to access your realty settings. yes that's correct. uh yes it's still the same error message and uh by the way just to verify your other nodes are you receiving all your other good audio because it's only the one for the left channel even if we checked the call recording. [silence]
09:00
Speaker 1
one of one of what one of them's turned on but it's flashing red it's not gonna be turned off let's go downstairs let me just go and turn off from tomorrow
10:00
Speaker 2
Are they currently turned on right now? Or are they turned off? [silence] All right, this and we'll try to restart your main parent. No, we're going to turn it off, turn it off. Give it 10 seconds and turn it back on.
10:00