V2 Rubric Detail — 935d520c-7ff2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 02:12
Duration
9m 53s
Contact
830-928-4399
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00131964
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX8500_Child node lost connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall83.5% (+27.5)

V2 Grader Summary

The agent successfully resolved the customer's router login issue by guiding them through the recovery key process in the Linksys app, confirming the Wi-Fi password, and restoring access. However, the agent provided materially incorrect information by claiming the recovery key is sent via email, whereas the KB explicitly states it is printed on the router's physical label. The ticket data was not used as evidence due to lack of prior case history or contradictions.

V1 Case Analysis

Customer unable to recall router admin password for MX8500. Guided through password reset using 5-digit recovery key on router label. Admin password reset successfully; Wi-Fi password retrieved.

Troubleshooting Steps
  • Confirmed device model (MX8500)
  • Guided customer to password-reset flow in the Linksys app
  • Collected and entered the 5-digit recovery key from the router label
  • Created a new admin password
Key Observations
  • Agent provided materially incorrect technical guidance about recovery key delivery (stating it would be emailed instead of being on router label)
  • Agent falsely claimed a username field is required during admin password reset
  • Customer successfully completed the reset despite inaccuracies, likely due to app interface clarity
  • Issue resolved with confirmed access to router dashboard and Wi-Fi password
Positive Highlights
  • Quickly identified the correct device model (MX8500) at [01:00]
  • Correctly directed customer to use the 5-digit recovery key from router label after initial confusion
  • Successfully guided customer through reset process resulting in confirmed resolution
Agent Errors / Gaps
  • At [07:00], stated 'the recovery key will be emailed to your email address' — contradicts KB which states it is printed on the router label
  • At [07:00], claimed 'it will ask you to update the password... enter the username' — password reset flow does not require or accept a username
  • Initially misled customer about recovery key length before customer corrected it

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms 'admin password has been successfully reset' and agent verifies Wi-Fi settings can be accessed, resolving the login issue.
R2 Met Diagnostic thoroughness conf 90%
Agent guides customer through recovery key process, confirms device connectivity, and uses the app to reset the password — a logical, outcome-driven sequence.
R3 Met Correct resolution path conf 95%
Agent correctly acknowledges out-of-warranty status but proceeds with full troubleshooting, offering appropriate support without dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identifies forgotten admin password as the core issue, confirms device model (MX8500), and directs recovery via the five-digit key, aligning with KB procedures for admin password recovery.
T2 Met Appropriate tools / resources used conf 90%
Agent uses the Linksys app as the correct tool for password recovery on an MX8500, which supports cloud management and recovery via the app interface.
T3 Not Met No misinformation conf 100%
Agent states 'the recovery key will be emailed to your email address,' which is contradicted by universal_password_login.md and linksys_now_login_admin.md, both of which state the recovery key is printed on the sticker on the underside of the router.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent provides step-by-step guidance but lacks initial framing, has unexplained silences, and does not clearly manage transitions or expectations.
C2 Met Confirmed understanding conf 85%
Agent adapts language to customer’s level, confirms device type (iPhone), and repeats instructions clearly despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end, does not transfer, and completes the resolution without deflecting responsibility.
O2 Met Proactive follow-through conf 90%
Agent gives specific next steps (enter recovery key, submit, check Wi-Fi password) and follows through to confirmation of success.
O3 Not Applicable Closure confirmation conf 100%
No prior case history is referenced or evident; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
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 80%
Agent does not explicitly acknowledge frustration, but remains polite and solution-focused; customer ends call satisfied despite earlier stress.
X2 Partially Met Tone & rapport conf 75%
Agent maintains a consistent pace and repeats steps, but does not adjust tone or express empathy in response to customer’s visible anxiety and repeated attempts.
X3 Met Overall experience conf 90%
Agent avoids unnecessary steps like factory reset, uses existing app access, and guides customer directly to the recovery function.
Call Transcript20 turns · 20 lines
Speaker 1
I need to get some help getting into my link sys system. Uh I don't know my password, apparently. Um We had a television that that somehow got disconnected and I need to reconnect it and it's asking for the password. And I can't I can't. I've got passwords written down but none of them seem to work.
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 thank you for calling linksys is served how can assist you? [silence] on the only device that is not working cannot not connect to the Wi-Fi because you cannot enter the password.
00:00
Speaker 1
Yes. [silence] No, not at all. [REDACTED_CARD_NUMBER] [silence] Uh huh. [silence] Correct. Correct. [silence] I am. [silence] The Wi-Fi is working. Everything's working. We've got multiple TVs. All the TVs are working. Everything's working. [silence] iPhones, everything.
01:00
Speaker 2
Uh, the Wi-Fi password. Uh, is this your first time calling in? Yes, let me get your telephone number to pull your records up. Your phone number, sir. 8309284399. Okay, let me check. This is under Don Nelson with the email at hctc.net. It looks like in this email, you have the MX 8500. Are you calling for the MX 8500, sir? Uh-huh. So, um, you, what you want to do is go to the top corner of your screen, and you should see this, um, Wi-Fi icon. Can you see that? then just click on it. So, while it's trying to connect, we see 17 dots trying to connect. You should see the Wi-Fi password. It's right next to it, and it's written right there. [silence] [laughter] [silence]
01:00
Speaker 1
the password for the router or to connect it. i need the password to connect it. yes i i have a it's i have yes i'm on the internet. i'm ready to i i i need the access to the what i'm trying to do is log on to the stupid thing. i've got four attempts left and then i'll be out. and it's got [silence]
02:00
Speaker 2
嗯 So you forgot so when you enter the password to that TV it's not recognizing Well we can check by the way sir to inform you your device is out of warranty already but no worries I can provide free technical support to you so Yeah let's see do you have the linking system application sir [silence]
02:00
Speaker 1
Got router password. I need the router password. And so I've got the router turned upside down. I have the router, uh, what is that? The master, what some kind of code or some kind of something. What it's that? It's iPhone. iPhone. iPhone. It is connected, yes.
03:00
Speaker 2
Mm-hmm No worries Just do not attempt cause you might be locked out on what phone did you install the link systems application is that Android is that iPhone What 's phone are you using is that Android is that iPhone Okay, is it connected to the Wi-Fi right now? Okay, so kindly first close the link systems application and open again Let me know what screen you are rounded [silence] I'm sorry.
03:00
Speaker 1
Yeah, I, I, I, I, I'm, I'm, I'm, I'm, I'm doing it right now, okay? I'm doing it. Okay, it says you previously entered an incorrect password, remaining attempts four. Why do I need to reset the password? Okay. All right, so I see it. I, I see it. I see it. It's a, it's blue. It says reset password. Is that what you want me to do?
04:00
Speaker 2
Okay, so I'll close the Linksys app, open again. Hello Sir, still there? [silence] Okay. There is option for you to reset the password, right? Because the password that you are entering is incorrect, sir. That's why you need to, yes, Sir, [silence]
04:00
Speaker 1
And the recovery key is the key that's on the bottom of the of the router, right? That's that's that's what I. That's what I just said. Six, okay. Just a second. And do you have to put the at the end of it?
05:00
Speaker 2
And it will ask for a recovery key, correct? It should be the recovery key of the main node, the parent node.
05:00
Speaker 1
Well, first off, it's a five digit key, the recovery key is a five digit key, and that's crap. This is a lot longer number. [silence] Oh, okay, I was using a wrong number. [silence] Okay.
06:00
Speaker 2
so, once you enter the recovery key of the parent node, it will ask you to update the password. So, this is the router password to log into the Linksys application. So, you should take note of it. So, what happened now? Okay. Yeah, it's a five-digit number.
06:00
Speaker 1
Now, it says to create a new admin password. Okay. So let's see. It says to save the password, enter the username. So is it
07:00
Speaker 2
Yes. And admin password, sir, is a case sensitive. So it should be a combination of numbers, letters. You can include a capital letter, a special character, but do not repeat any of the characters. It will not ask you for a user name. Once you enter the password, the recovery key will be emailed to your email address. sir, it's via your email, your email must be connected.
07:00
Speaker 1
It's a and save password question mark. Enter the user name for this account. So do I use my email address or the admin123. Well, no, it doesn't give me an option to skip it. So I guess I'll just put on my. Never mind. Okay. So that that got me into it. the what now? Click what.
08:00
Speaker 2
Key, just click submit. And then it will prompt you to update your password [silence] Do you have option to skip that part? [silence] Good. So you can check now what's the Wi-Fi password? Sure. So at the left hand side or [silence] can you click the three line at the left upper corner, the menu bar, click it first?[silence] [silence]
08:00
Speaker 1
Yes. And it's green. It says your admin password has been successfully reset. Linksys Smart Wi-Fi tools, device list, guest access, parental controls, priority speed test. Okay. Yep, that's it. Okay, very good. Thank you. Thank you. Bye. Bye.
09:00
Speaker 2
You are on the Linksys dashboard right now, the Linksys application. What can you see on the screen? Yes, can you can you click Wi-Fi settings, and then check what's the Wi-Fi password right there? Okay, then that if that's the password right there, then that password should should work on the TV, sir. You're welcome, sir. Have a nice day. Bye bye.
09:00