V2 Rubric Detail — 951d9638-667a-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-12 16:20
Duration
13m 40s
Contact
239-878-5388
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent provided materially incorrect technical guidance (default password 'admin', cloud service discontinued) and failed to escalate when unable to resolve, effectively avoiding responsibility for accurate support.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to resolve the issue due to significant technical inaccuracies, lack of proper troubleshooting, and failure to escalate. The customer remained locked out and ended the call in frustration. The agent's incorrect statements and avoidance of correct procedures (Recovery Key) constitute Avoidance/Evasion, triggering an auto-zero.

V1 Case Analysis

Customer unable to log into Velop router/app; out-of-warranty; agent provided incorrect default password ('admin') and falsely stated email login was discontinued; no recovery-key guidance or factory-reset instructions provided; call ended without resolution or next step.

Troubleshooting Steps
  • Asked whether the customer was using app email login or router-password login.
  • Suggested trying the default admin password 'admin' (incorrect for Velop).
  • Mentioned a password-reset option but did not explain the recovery-key process.
  • Directed the customer to myrouter.local but did not resolve the login issue.
Key Observations
  • Agent provided materially incorrect technical guidance: advised 'admin' as the default password for Velop (contradicts KB), and falsely stated email login via linksyssmartwifi.com is discontinued (also contradicts KB).
  • Agent failed to collect product model or serial number, violating protocol for troubleshooting.
  • Agent did not explain the recovery-key reset process despite the customer acknowledging awareness of the key.
  • Agent did not offer any self-help resources, KB links, or follow-up email.
  • Customer expressed high frustration and age-related difficulty; agent failed to acknowledge or adapt communication style.
  • Call ended with no operational closure—no escalation, callback, or next step set.
Positive Highlights
  • Attempted to distinguish between email login and router-password login methods at [01:00].
  • Correctly directed the customer to access the router locally via myrouter.local at [04:00], despite later inaccuracies.
Agent Errors / Gaps
  • Provided factually incorrect technical guidance: advised 'admin' as the default password for Velop, which is not supported per KB (Velop uses recovery-key or app-based reset, not default credentials).
  • Falsely stated that email login via Linksys Smart Wi-Fi (linksyssmartwifi.com) is discontinued, which is inaccurate and contradicts KB guidance.
  • Failed to collect product model or serial number, violating protocol for troubleshooting.
  • Did not guide the customer through the correct password recovery process using the 5-digit recovery key, despite the customer mentioning awareness of the key.
  • Did not offer any concrete next step, KB article, or follow-up resource after troubleshooting failed.
  • Failed to acknowledge customer frustration or adapt communication for a 70-year-old user experiencing technical difficulty.
  • Allowed the call to end without operational closure, leaving the customer with no path forward.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call unable to log in and states they will replace the system due to frustration.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested myrouter.local, trying 'admin', and reset password link, but did not guide through Recovery Key or confirm model.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly claimed default password is 'admin' for Velop and that smartwifi.com is discontinued; skipped required Recovery Key step.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent never asked for router model, did not verify physical access, and failed to isolate root cause of login failure.
T2 Not Met Appropriate tools / resources used conf 93%
Agent relied on incorrect knowledge instead of using KB resources or guiding customer through Recovery Key process.
T3 Not Met No misinformation conf 97%
Agent stated 'admin' is default password for Velop (false) and claimed smartwifi.com is discontinued (inaccurate).
Communication
C1 Not Met Clear & professional language conf 94%
Agent repeatedly asked customer to repeat actions, lost control of call flow, and failed to set clear expectations.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms without simplification for a frustrated 70-year-old and did not confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent failed to own resolution, provided incorrect guidance, and offered no follow-up or escalation path.
O2 Not Met Proactive follow-through conf 92%
No specific next steps or timeline given; only vague suggestion to 'hit reset task' without details.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact on the issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Escalation was warranted due to unresolved issue and agent providing incorrect information, but none was performed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was attempted, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered minimal empathy ('I see, sure. Totally.') despite customer expressing repeated frustration and age-related difficulty.
X2 Not Met Tone & rapport conf 95%
Agent repeated instructions without adjusting tone, pace, or checking comprehension as customer became increasingly distressed.
X3 Not Met Overall experience conf 94%
Customer had to repeat information and perform multiple failed attempts; agent added confusion by suggesting invalid methods.
Call Transcript27 turns · 27 lines
Speaker 2
Welcome to Lynx's support. To assure quality service, your call may be monitor. Please remain on the line for assistance. Welcome to Lynx's support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
Yeah, listen, I've had your your VeLouP system for a while now, so it's way past warranty. But what I'm having a problem with is just out of the blue, the program on my, you know, the app, let me call it the app on my telephone, just knocks me out. I know when I try to log back in again, it doesn't recognize either one of my passwords. I don't understand this shit. I mean Go ahead. Both. It's two separate passwords. [silence]
01:00
Speaker 2
mm-hmm. May I ask to... if you're gonna open the Linksys app, which option are you gonna... are you trying to log in? Logging in using your email and password or logging in using the router password? Or... yeah, that's right. And then... if you're gonna use only the router password, what error or what message you will
01:00
Speaker 1
Incorrect. Yes. Same thing. This happened to me one, one, one, it, once before, about a year or so ago. But it corrected itself. I didn't do anything about it, it just corrected itself. But now it's going on for a week. How many Linux routers do I have? I believe I have two, the main one and one that I'm using as an extender. Y, you know, I just, I shut off the DCP so I could use it as an extender. Okay.
02:00
Speaker 2
How many links and routers do you have? How about try and how about try to tap the reset password and how about try to check to create a new the new admin (and) and try to check and see if it'll work or not.
02:00
Speaker 1
How do we do this? one second. I'm not understanding you. Log in into the router, password. What do you mean by that? one second. Let me just one second. This is crazy.
03:00
Speaker 2
All right, so on the Linksys app, you're on the router password, right? Log in using router password. Correct? All right, so if you're going to open the Linksys app, you will, you were given two options on how to log in on the app. Log in using your email and password and log in using router passwords.
03:00
Speaker 1
My guy, I just got in using my, uh, on the address bar, I type in, and it brings up the rest, and now it's not, of course. So maybe this will do it. Right now, I'm on the computer, yes. All right, so I'm on the computer and go ahead, go ahead, I'm sorry. Go ahead. Well, right now, I'm trying to do anything. I'm trying to get in somewhere. I can't get in on the phone, so what's my other option? My other option is the computer. [silence]
04:00
Speaker 2
Um Are you using your phone or are you using a computer and do you want to access-Uh-huh, go ahead. All right, and then you want to access the settings of your Linksys router via a computer uh web browser, is that correct? Okay. Okay. Can you try to enter my router_local on the address bar of
04:00
Speaker 1
Enter my router. Yeah, I'm there already. I'm there. I'm there already. And that's where I was just at when I was talking to you a second ago. That's where I went to with, uh, when you type in Linksys on my computer because I've gone in there before, it brings it right up. You know that. Okay, so now with what you told me to type in, um, I'm at that page and it says continue to Linksys Smart Wi-Fi. Is that what you want me to click on? Okay. Now brings me to the sign-in page. [silence]
05:00
Speaker 2
My router.local. It's M-Y-R-O-U-T-E-R dot L-O-C-A-L. Okay? All right. Can you check on. Yes.
05:00
Speaker 1
This connection is not secure. I've never seen this message before. Logins. Entery. It could be... It could be compromised. It... I am at the sign in page here. Log in with your router password. Okay. There is no place for that. It says access v layout there is no blank box. It says router password that's what the box says one box that's it.
06:00
Speaker 2
What page are you seeing right now? All right, can you try to use the word admin all lower case first? It asks you to... Yep, and you need to enter the... there's a blank... there's a blank box there that you were in, you need to enter the word admin, that's a where you need to enter the admin, sir. On that page, enter router password.
06:00
Speaker 1
All right, so you want me, it says enter password, so you want me to just enter the password right here, right? Sir, there is no blank space for admin here. There's only one blank line and it says router password. That's it. Well, that's what I'm telling you. You're telling me to add admin. Oh, no, hold on. Invalid router. Password. All right, let me try the other one.
07:00
Speaker 2
Yes, sir. And you need to try first the word, "admin" all lowercase. [silence] And that's where you need to enter the password, sir. [silence] Just click on that box.
07:00
Speaker 1
Yeah. Both invalid. Both passwords invalid. [silence] The password I've been using for 15 years on my routers. [silence] Invalid router password. Please try again. [silence]
08:00
Speaker 2
in the field what password did you use sir for that? Okay I asked you sir to enter or try the word admin all lowercase can you try to do that? Alright so for that one sir then we can um since the password that you've been using all the time and default
08:00
Speaker 1
Okay. Now, on the, on the bottom, let me just say this. I know where the admin section is where you're asking me to um, um, type in admin. At the bottom of the page we were just at, it says click here to go to Linksys Smart Wi-Fi. If you click on that, it brings you to, it says email address. But you can usually put the password, but let me try my email address. I don't know. Everything is crazy on this program.
09:00
Speaker 2
password which is admin won't work. When we need to hit the reset password so that we need to create a new logging password for this page, for this screen. Um, for that, uh, I was worried here to, to interrupt you in that kind of step because I just want to let you know about that kind of option, uh, for you, um.
09:00
Speaker 1
Okay, I see. Okay. What the hell is going on here? Nothing is working for me today. Now my keyboard is... It needs to be recharged. Okay, I typed in admin.
10:00
Speaker 2
Based on our recent update on our system, accessing your Linksys smart Wi-Fi setting using your email and password won't work anymore, as that access or our Linksys, smartwifi.com server is already being discontinued. So in order for us to access the setting of your Linksys router, we can only use the router password or admin password. So email and your password won't no longer work for that.
10:00
Speaker 1
Nope. Nothing works. [silence] Reset password.
11:00
Speaker 2
Alright, so yeah, the last option that we can do on this one too is to hit the reset task.
11:00
Speaker 1
Meaning forgot password? Email email password, email password. Okay, reset password. Oh, I need a recovery key. Yeah, I know, I know where it is, I know where it is, but I'm not, I'm nowhere near the the, the, the, any of my routers right now. So, I'm gonna have to thank you very much for
12:00
Speaker 2
uh... I you now on the email and password section or are we on the router password? alright, you need to click again through the for local access click here so that we will be routed back on the router password section. That's right, sir. The recovery key is um... you can check that one at the bottom. That's right.
12:00
Speaker 1
[silence] trying to help me and I guess I'll deal with it. I'll deal with it another way if I'm really pissed off with this now. I'm probably just going to replace the whole system because I'm tired. I'm tired of going through this. I mean, this is not the first time in its I I can't I can't do this. I'm a 70-year-old man. I don't have the patience anymore for this craft. You know, I used to do IT or back in the day, but I hate computers now. Anyway, thank you. Bye.
13:00
Speaker 2
I see, sure. Totally. Thank you so much for that. Just give us a call if you need assistance. Thank you so much.
13:00