V2 Rubric Detail — 8ee6ac34-708c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 11:54
Duration
13m 52s
Contact
Danny Worthington
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134740
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to log into the Linksys app

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall68.0% (+12.0)

V2 Grader Summary

The agent correctly identified the SPNM60TB's lack of app support and directed the customer to the proper web interface. However, the call ended without confirming a successful login or providing a clear follow-up path for the forwarded request, leaving the core issue unresolved. While technical accuracy and empathy were strong, full resolution was not achieved.

V1 Case Analysis

Customer unable to pair SPNM60 nodes via Linksys app. Informed of app incompatibility and guided to http://myrouter.info on iPad. Security warning bypassed. Login success not confirmed. No case created. Request to forward app compatibility feedback noted.

Troubleshooting Steps
  • Collected model number (SPNM60) and serial number (LK006KB5Q26025142).
  • Explained that SPNM60 is not compatible with the Linksys mobile app.
  • Directed customer to use http://myrouter.info via iPad browser.
  • Guided customer to bypass browser security warning.
  • Instructed to enter admin password from device label.
Key Observations
  • Agent accurately identified SPNM60 as app-incompatible and correctly directed to http://myrouter.info (per universal_app_transition_notice.md).
  • Successfully guided customer through bypassing browser security warning on iPad — a common hurdle for non-technical users.
  • At [09:00], agent claimed 'you have successfully logged in' without customer confirmation; customer instead said 'I don't know how to create a configuration' — indicating login may not have succeeded.
  • No case number was created or referenced, violating standard case management protocol.
  • Call ended without confirming the customer could access or navigate the web interface, leaving resolution unverified.
Positive Highlights
  • Correctly identified SPNM60 as not supported by the Linksys app and provided the correct local access URL http://myrouter.info (per universal_app_transition_notice.md).
  • Effectively guided the customer through bypassing the browser security warning on an iPad, which is a common pain point.
  • Maintained a calm, empathetic tone and apologized for the app limitation, showing good customer service awareness.
  • Properly explained that future app compatibility is not guaranteed but that the request would be forwarded to engineering.
Agent Errors / Gaps
  • Prematurely declared successful login at [09:00] without customer confirmation, despite customer expressing confusion about configuration and software updates.
  • Failed to create or cite a HappyFox case number, missing a critical protocol step for tracking and follow-up.
  • Did not confirm the customer could see the dashboard or perform a basic action (e.g., view network status) to validate access.
  • Did not provide any written follow-up (email, KB article) to reinforce the self-help path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never confirmed successful login; agent ended call while system was still loading, with no resolution of the core app access issue.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided to web UI and identified model incompatibility but did not verify login success or troubleshoot the 'connection not private' error beyond generic bypass instructions.
R3 Met Correct resolution path conf 95%
Agent correctly determined app incompatibility for SPNM60TB and offered the proper alternative (web UI via myrouter.info), aligning with KB guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom and collected model/serial but failed to ask about firmware version, exact app error, or whether password was ever accepted before the loading screen.
T2 Met Appropriate tools / resources used conf 95%
The web browser interface is the correct and intended tool for managing SPNM series; no additional tools were required for this scenario.
T3 Met No misinformation conf 95%
Agent accurately stated SPNM60TB is not app-compatible, provided correct URL (myrouter.info), and correctly directed to physical label for password.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set expectations but call flow was disjointed with repeated confirmations, unclear transitions, and failure to confirm final outcome before closing.
C2 Met Confirmed understanding conf 90%
Agent adapted to customer's lack of computer by using iPad, explained HTTP and URL clearly, and confirmed understanding at key steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and committed to forwarding feedback to engineering.
O2 Partially Met Proactive follow-through conf 85%
Agent promised to forward request but gave no timeline, method, or expectation for follow-up, leaving customer without closure.
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 performed and none was warranted — issue was within L1 scope and agent provided correct path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent used repeated apologies, thanked customer multiple times, and maintained courteous tone despite customer confusion.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, used simple language, and checked in frequently to maintain engagement.
X3 Partially Met Overall experience conf 85%
Agent reduced effort by providing direct steps but customer still struggled with login and had to wait without confirmation of success.
Call Transcript26 turns · 27 lines
Speaker 1
Hello, I've got two of your LinkSys, I'm not sure what models they are, but I'm trying to pair them up with the app and I'm having great difficulty because the apps just not accepting my details So what sorry? Uh, solid white.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. My name is Josh, how may I assist you today?
00:00
Speaker 1
Yes. [silence] [silence] main router, not the mesh. Okay. [silence] And what do you need off that? Okay. [silence] let me run downstairs and get that then. So I'm in front of the mesh one. [silence] [silence] zero number is LK 60TB 5 K2S.
01:00
Speaker 2
SolidWhite. Both of them, correct? I see. That's great to know. So, may I have the serial number of the parent or main router? That's where I know, uh, the main node, sorry, the one that is plugged directly into your modem. The serial number. No worries, sir.
01:00
Speaker 1
Wait. Yeah. Yeah. Yeah. Yes. Correct. That's correct. Yeah. And the model number is SPM six zero. Yes. Yes. [silence]
02:00
Speaker 2
thank you so much for that. and let me verify again the serial number okay? Sorry, huh? Just let me know if I got it right or wrong. So it's L for Lima, K for Kilo, 0, 0, 6, K for Tom, B for Bravo, 5, Q for Quebec, 2, 6, 0, 2, 5, 1, 4, 2. Is that correct? Thank you so much for confirming. And you also have the model number. And just to confirm: Both of these notes were provided by your internet service provider, which is too complex. Correct? All right.
02:00
Speaker 1
any 1988 W at iCloud.com?
03:00
Speaker 2
Do you have your first and last name? Sorry, how do you spell your last name? Thank you and what about your email address? Thank you for that. So, going back to the issue, um, you mention that you want to login into your Linksys app so you can be able to manage the system. That correct? Uh huh. So, so, um, um, sir, so, I'm going to set your expectation regarding the Linksys app, okay? So, the thing is, this model of yours is not compatible with the Linksys app. So, that means that we cannot, uh, manage the system using the app. However, sir, rest assured that we can still manage these nodes by accessing their, uh, their web UI via the browser.
03:00
Speaker 1
No. No, I don't have a computer. I've got an iPad and an iPhone. Okay. Yeah, buddy. Yeah. Sorry. H. Sorry, I don't understand. H T T P. Yeah.
04:00
Speaker 2
So, uh-huh. So do you have a computer that is currently connected to the router's network or to the mesh network? Uh-huh. That's fine, sir. Let's use your iPad to log into the web user interface. So, are you ready? Uh-huh. Are you ready to? Okay, great. So, on your iPad, can you open a browser and in the address bar, like, the upper search bar, type in http, that's correct. H-t-t-p colon double forward slash,
04:00
Speaker 1
sorry to say forward slash yep yep yep yep yep my router info accessing the linksy smart wifi router user interface no I need to choose which one which one am I doing am I doing my router info or am I clicking on accessing the linksy smart router user interface which one am I picking on
05:00
Speaker 2
Yes, sir. Double forward slash. So my router, like M-Y-R-O-U-T-E-R dot info, like I-N-F-O. And then press enter. And actually, I don't know what options you can see on the screen. So, on that screen, it is asking for a router password. Is that correct? Uh-huh. Kindly click or tap on my router.info.
05:00
Speaker 1
Oh, it's saying this connection is not private. This website may be attempting to steal your personal or financial information. You should go back to the previous page. Right.
06:00
Speaker 2
Aha. No, no worries, sir. So on that screen, there's an option to bypass the warning message. So yeah, just press on the show on details and then press visit this website. And then press again visit the website and then we should be redirected to a page asking for a router password.
06:00
Speaker 1
I've had I've had linksy routers, which I was able to use, um, on the app, but these were changed out today because my speeds have got quicker. So how come the app was the how come you could use the apps on the old ones, but not the new ones? Yes.
07:00
Speaker 2
But I have a request to say that I can take a note here on my case that this router will be compatible with the setup in the future. So I can... So again, I really do apologize for that one. However, you all are assured that you can still manage the system or the routers using your phone or an iPad that through the web user interface.
07:00
Speaker 1
Just put the password in.
08:00
Speaker 2
Yes, sir. Kindly enter your admin password and the password is the one labeled underneath the parent no.
08:00
Speaker 1
Hello. No, I don't know how to create a configuration and check your software updates. [silence]
09:00
Speaker 2
and just to confirm the password did not work hello sir oh yeah uh just to confirm did the password work i see uh on the screen is there an option that says reset password i see ah that's fine sir actually you have successfully logged in into the web user interface however for now yeah the system is trying to save your configuration and same goes if there's a
09:00
Speaker 1
[speech]
10:00
Speaker 2
new firmware. New firmware. So for now, let's wait for yeah. So for now, let's wait for two to three minutes. This has been noted, sir. So just let me know, uh, where, where, are you already on the home screen, okay, like on the link this now? Thank you so much.
10:00
Speaker 1
Just says you I know. Okay, yeah, so what is what the info say up now? So if I want to change it, I've got to go through this web app. Bye-bye.
12:00
Speaker 2
Got this one, sir. Okay, that's great to know. So, since we are already on the web user interface here, so that's correct, sir. So, for example, like, if you want to manage the notes, you can also, there's also a way for you to
12:00
Speaker 1
Okay. Thank you. No, that's, that's right. Thank you very much. Bye bye. [silence]
13:00
Speaker 2
or you want to change the wifi name and password of the system. Yeah, we we really need to log in to this web user interface for us to manage your devices in the future. So, however, again, regarding with the Lynxas app, rest assured that I will forward your request to our engineering department and however, sir, there's no guarantee that the for this router that will be compatible with the Lynxas app. However, again, we we will still try to send our request, okay? All right. Thank you so much for your understanding and patience. You're most welcome, sir. And is there anything else? Yeah, it's just you're most welcome and thank you so much again for calling [ Linksy ] you have a great day, sir.
13:00