V2 Rubric Detail — 8eec6090-8228-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 21:43
Duration
23m 10s
Contact
704-664-1999
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00137724
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000 - Unable to login to the App
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall93.5% (+37.5)

V2 Grader Summary

The agent successfully resolved the customer's login issue by diagnosing deprecated cloud login and guiding a local admin password reset via the 5-digit recovery key. Technical guidance (URLs, password reset) was accurate per KB, and the customer confirmed successful access. Communication had minor framing gaps but remained effective, with full ownership and no escalation needed. No critical failures triggered auto-zero.

V1 Case Analysis

Customer unable to log into router admin; performed router password reset using 5-digit recovery key; login successful. Agent incorrectly stated local admin page was disabled.

Troubleshooting Steps
  • Confirmed device model (MX2000) and obtained serial number.
  • Guided customer to reset router admin password via the 5-digit recovery key on the local admin page.
  • Verified successful login to the router admin interface.
Key Observations
  • Agent incorrectly stated that http://myrouter.local was disabled due to security risks — this contradicts KB documentation and is a material accuracy error.
  • Warranty status, support eligibility, and detailed troubleshooting context were not confirmed or documented despite being relevant to the call.
  • Call featured long silences, poor control, and unclear prompts, especially during serial number collection and password reset guidance.
  • Agent failed to acknowledge customer frustration and provided minimal empathy during the troubleshooting process.
  • Core troubleshooting path (recovery key reset) was correct and resolved the issue, but was delivered with significant process and accuracy flaws.
Positive Highlights
  • Correctly identified the need to reset the router admin password using the 5-digit recovery key.
  • Successfully guided the customer through the recovery key reset process, resulting in confirmed access to the router admin interface.
  • Customer confirmed resolution and expressed satisfaction with the support received despite the agent's errors.
Agent Errors / Gaps
  • Incorrectly claimed that the local admin URL (myrouter.local) was disabled for security reasons — this is false per KB and misdirected the customer.
  • Did not collect or document warranty status or confirm support eligibility despite it being a password/login issue on a supported product.
  • Poor call control with excessive silence and failure to manage customer confusion effectively, particularly during serial number verification and password reset steps.
  • Provided inaccurate information about Linksys account login deprecation without verification or KB reference.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms success: 'I'm in. Thank you very, very much' and 'I'm good to go. You made my day.' Issue fully resolved with access restored via router password reset.
R2 Met Diagnostic thoroughness conf 90%
Agent gathered key details (email, ISP, model, serial number), diagnosed disabled cloud login, and guided customer through recovery-key password reset — a logical, outcome-driving sequence that advanced resolution.
R3 Met Correct resolution path conf 90%
Agent correctly identified deprecated cloud login and pivoted to local admin access via router password — appropriate path based on product status and supportability, with no warranty misuse.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (login failure), asked diagnostic questions (email, model, serial), and correctly deduced root cause: deprecated cloud login system.
T2 Met Appropriate tools / resources used conf 85%
Agent used the recovery-key method — a documented, tool-based procedure — to reset the admin password, which was necessary and appropriate given the login failure.
T3 Met No misinformation conf 95%
Agent correctly advised using router password for app login and guided customer to http://myrouter.local, which is valid for MX2000 per KB (mx_router_local_url.md). Clarified that myrouter.info applies only to SPNM/LN series.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but lacked clear framing, had unexplained silences (e.g., 'lab check' absence), and did not manage transitions clearly during password reset guidance.
C2 Met Confirmed understanding conf 85%
Agent used plain language, repeated steps ('In the app, do not use your email...'), confirmed understanding, and adapted explanations as customer struggled with login methods.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on guiding the password reset and login process to successful completion.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps (reset password using recovery key), and resolution was achieved during the call with no pending actions.
O3 Not Applicable Closure confirmation conf 100%
No prior case history evident; this appears to be first contact with no handoff occurring.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted — the issue was resolved at L1 with no complexity beyond L1 capabilities.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized ('Sorry for that one') but did not explicitly acknowledge customer's frustration after 'working on this for almost an hour' or repeated reset attempts.
X2 Met Tone & rapport conf 85%
Agent remained patient, adjusted pace, used confirming language, and stayed engaged despite customer's uncertainty and repetition during password entry.
X3 Met Overall experience conf 90%
Agent avoided unnecessary steps (e.g., full factory reset), used recovery key for efficient password reset, and minimized customer effort by guiding directly to solution.
Call Transcript32 turns · 36 lines
Speaker 1
Oh boy. Hello, Nathan, my name is Paul Taylor. I can't sign in to Linksys anymore, and I've been working on this for almost an hour. And Pardon me? An email, yes, I am. And they tell me I they they tell me I have an account and I'm using the wrong,
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. Well, thank you for calling Linksys. My name is Nathan. We know who all I speak. Yes, Paul. How can I help you? using an email address, right? you're using an email address to log in. what email did you use?
00:00
Speaker 1
Password, and I've tried to reset it four different times, and they say the same thing. They won't let me in. So, help me please. P T R N, as in N man, M-A-N @gmail. Email.com. [silence] I'm sorry, say that again. [silence] [silence] TDS. It's a local. [silence]
01:00
Speaker 2
All right, tell me that. Sure, tell me the email address. Let me take a look. By the way, who's the Internet service provider, Xfinity or spectrum. Who is the Internet service provider? Tds. All right, take a look. Let me.
01:00
Speaker 1
Atlas 6 MX 2000 mesh router. Um, is that that four-digit number? Or five digits? Eleven. Uh, hold on. Let me look in here. I got, Let me go look on the router. It should be on the router, right? Should be on the bottom of the router, is that correct? Okay. Hold on. Okay, where
02:00
Speaker 2
What's the model of our router? [silence] Do you have the serial number? [silence] No, it is around [silence] around 11. [silence] Starts with SW0 something like that. [silence] Underneath. [silence] Yes, correct.
02:00
Speaker 1
you. Please be in small numbers. Our big numbers. Okay serial number. Is that what you want? Okay. Hold on. I got to get a magnifying lens. Hold on. I should have written this down put it in my computer but I didn't so. Oh. Okay. five zero. I think it's a D as in dog. 1 zero M 2 5 ccs in Cobra 1-8-8-5-2 You want me to repeat it? Good. Actually, I'm doing this on my computer. Does that make a difference?
03:00
Speaker 2
Mhm. Say again, 4k aeg I got it all right I got it fine do I know your to open your links app it will ask you to log in using your email right and then another option is the router password when you login through your email h6 where are you in the computer right now?
04:00
Speaker 1
and a second let me go back to that hold on here a second I can't Linksys login account Linksys okay I'm at a place here this is at Linksys.com slash account slash login they want my email address I'm putting that in now then they okay it says then I got a pop up here sign in to Linksys with ptrx man@gmail.com and confirm it's me well I tried to do that then they they gave me
05:00
Speaker 2
At the screen? Do you see a two pictures of the phone on the left side? All right.
05:00
Speaker 1
a number you know, verification number and then it wouldn't do anything for me I had no place to put in the number So do I have to use that this shop thing SHOP Okay, I'll just X out of that All right, now what should I put in as a password? I That's my problem. I I can't see what I'm putting in You won't let me see it And but I've put it in correctly I just changed the password cuz I did a reset password and that didn't work I can tell you what my password is
06:00
Speaker 2
Mm-hmm. All right. Uh, no. OK. [silence] Mm-hmm. How many MX 2000s do you have? One, two or three?
06:00
Speaker 1
many what do I have? I mix 2000 and I have, I have 2 uh children. And it keeps on telling me I have an incorrect email or password. And I uh, what about the administration? Uhh, I think I missed most of.
07:00
Speaker 2
M-x 2000 Atlas. This one usually comes in three, three, wow. Okay. So one mother node and two child make it three. Okay. All right. All right. Your objective is to, okay, let's go back. That will not work. Okay. Your objective is to sign in to the administration, right? That you can manage your router. Okay. Let me ask you, the objective that you wanted to log in is to manage your router, and that's the administration password.
07:00
Speaker 1
[KEEP_UNCERTAIN] That's that's uh uh that I I wasn't I didn't What what is my objective? Uh I've actually I've actually forgotten why I was trying to get in there it's been so long. I can't remember what my objective is. I just want to get in on my computer. I forgot. [silence]
08:00
Speaker 2
Alright. Let's go back. You're trying to log in to you – you're trying to log in using your email address and then it doesn't work and it is no – and that's what you are having right now. We have many services right now that is already disabled and that's one of them. Tell me what is the objective so that I can guide you through other ways to log in. [silence] Yes, do you want to manage the router? Do you want to see the devices? [silence] Na. [silence] All right. It's okay. That's if.
08:00
Speaker 1
Well I just want to look at the stuff now. I just want to get this straightened out so that if I die my heirs can get into the thing if they need to and I'm trying to I'm trying to straighten out the password. Yes. I'm at the Linksys, link cess dot com slash account login. That's where I am right now. And if I put the password in and I've forgotten what the other passwords were because I reset it. And if I put my password in here. [silence]
09:00
Speaker 2
Okay, Paul. All right. I like that. You're trying to logging to Linksys, right? This account.
09:00
Speaker 1
Which it won't let me even look at to see if it's, I typed it in correctly. I'm going to see if it does. Oh, yes, it does, finally. Okay. Yes, I've got it in there correctly. I'm going to click the sign in. Incorrect email or password. Okay. While you're doing that, I'm going to see if I can get in on my app. [silence]
10:00
Speaker 2
[KEEP_UNCERTAIN] Yeah. Stay with me. Let me see if this is still active. I think they already disabled this one. Just recently, just a few weeks ago. Let me go to the lab. If this is still active. Don't go, please. I'll be back.
10:00
Speaker 1
Now I can't get in that. I'm trying to log in. Yeah, and it won't let me. Hold on a minute. I'm using the app now. Okay, and that's the router. Pat. Where the
14:00
Speaker 2
Yeah, just Okay. The, latest.com, the and the page that you're and trying to login, is already disabled. We just need to remove that login and in there. Don't worry about that one. I mean, I asked our advanced team to remove it. They disabled it, the purpose for that is more on the marketing, promotional information, and updates is nothing to do with your out. Okay, sorry for that one. We have to remove that one. It's already non-functional. Okay. Now, in your app, you mentioned that you cannot login to your app, right? We're gonna have to fix that one. In the app, do not use your email address, instead use the router password, because you already disabled the login using email.
14:00
Speaker 1
The router, right? Okay, so I'm going going to do a a reset now. Okay, hold on. I'll show again. It reset. Okay, look on the bottom of your router. I think I already did that, but I better double check that I remember correctly. One, two, three, seven, two, I think is what it is. I sure appreciate your help. Okay, let me see. One, two, three, seven, two. One, two, three, seven.
15:00
Speaker 2
You may need to reset the, there's an option for you to reset the router password, and then it will ask for the security key, the 5 digit number underneath. Yes. Go ahead.
15:00
Speaker 1
One, two, three, four, five, six, one, two, three, four, five, six, seven, two. That didn't quite like I did three. Okay. One, two, three, four, five, six, seven, two. One, two, three, four, five, six, seven, eight, nine, 10. One, two, three, four, five, six, seven, eight, nine, 10. Okay. Reset router password. Okay, wait. Which is what I should do anyhow, right? Am I? Are you still there? oh I lost you. OK. router password is capital P(L). OK. Yeah, I'm working on it right now. P(LG. yeah. yeah. yeah. 2.0.1098. 2.0.1098. 2 0 1098.
16:00
Speaker 2
How's it? It did it work? It's all right. Okay. It takes your time.
17:00
Speaker 1
[KEEP_UNCERTAIN] to... and that is good. The password must have two, I have one, two, three, four, five, six, seven, eight, nine. Yeah I got some characters. So if that's good what do I do now? I don't need a hint. Submit. Hold on. It's getting router settings now. Yes, I'm in. Okay. Now let me ask you something. How do I log in online on a computer? [silence]
18:00
Speaker 2
All right. You're able time to change
18:00
Speaker 1
Okay, hold on a second. Okay. So I can't do it from the login linksys.com account slash login? You did? Okay. Alright. Okay. Yeah, I saw that somewhere. Type in MyRouter. MyRouter.Info. That's correct. Oh, MyRouter(local) MyRouter local.
19:00
Speaker 2
Go to the computer. I will guide you. And then open a browser and then visit the website http://myrouter.local. Yeah, we disable that one. We disable that we disable that one. Too risky. People can login and try to remember there's a cookie. When you login to the web page they can use that one to exploit that local. Different. Info is different model. L-o-c-a-l local. L-o-c-a-l local. [silence] [silence]
19:00
Speaker 1
Okay. Don't go away. I want to try something, see if I can actually see what I entered in there. Nope. Won't let me see what I entered, but that's okay. Sign in. Incorrect password. Yep. I'm going to try it again. I've been doing the hold on. I'm going to put in the password that I just that we just set up, right? Okay. [silence] L M capital G L F 2 0 2. Well, I got in that time. So, I'm in. Thank you very, very much. I appreciate that. Okay. Yeah. I'm good to go. And you made my day. Thank you very much. You're... And you have a good weekend. Bye-bye. Thank you.
21:00
Speaker 2
got to be about all right
23:00