V2 Rubric Detail — 958bec36-5f69-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 16:30
Duration
15m 33s
Contact
Mario Gonzales
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00132051
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300_unable to login to the LSWF app via email

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall50.6% (+14.6)

V2 Grader Summary

The agent failed to resolve the login issue during the call and skipped the required Recovery Key method, instead recommending a factory reset. Technical inaccuracies were present, including incorrect LED behavior and model number. However, ownership was demonstrated through case creation and a clear follow-up plan. The interaction resulted in a partial resolution due to incomplete troubleshooting and unresolved access issues.

V1 Case Analysis

Customer unable to reset admin password on MR8300; out of warranty; agent offered paid support, promised email with reset steps, but provided inaccurate technical guidance.

Troubleshooting Steps
  • Asked for and recorded serial number and model (MR8300).
  • Inquired about reset button press duration.
  • Suggested performing a proper factory reset.
  • Offered to send email with detailed reset instructions.
Key Observations
  • Agent incorrectly claimed the Linksys app is discontinued (07:00, 08:00).
  • Provided a fictional model number 'M4X4X Ray 6220' instead of MX6200 (13:00).
  • Failed to mention or guide the customer through the five-digit recovery key process, the correct non-destructive method for password recovery.
  • Suggested factory reset as the primary solution despite it being a destructive workaround.
  • Promoted paid support before attempting free, valid recovery steps.
Positive Highlights
  • Correctly identified the router model as MR8300 from serial number (04:00–05:00).
  • Confirmed out-of-warranty status with specific expiration date (June 17, 2021) (08:00).
  • Collected serial number accurately despite customer's phonetic delivery (04:00).
  • Offered to send written reset instructions via email, providing a concrete next step (14:00).
  • Attempted to create a case ticket and collected customer contact information (05:00).
Agent Errors / Gaps
  • Misnamed the company as "lynxSys" throughout the call.
  • Stated the Linksys app was discontinued (incorrect, 07:00–08:00).
  • Provided a garbled and non-existent model number 'M4X4X Ray 6220' (13:00).
  • Did not guide the customer through the five-digit recovery key process for password reset.
  • Offered paid support without first exhausting free recovery options.
  • Misstated the router's parental control capabilities and suggested app reinstallation without confirmation.
  • Gave contradictory advice: suggested using router password to log in, but customer already tried admin/password with no success.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only promised to email reset instructions and never got the router back into a usable state during the call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about reset duration and LED state, showing some diagnostic effort, but skipped the non-destructive Recovery Key method before suggesting a full reset.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged OOW status and offered paid support, but also committed to sending free instructions, maintaining assistance rather than dismissing — though missed optimal path by skipping Recovery Key reset.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptoms (login failure, red LED) and gathered serial number, but failed to ask about admin password attempts, Recovery Key use, or current access method, leaving root cause unclear.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never directed customer to use the Recovery Key via http://myrouter.local — a required, non-destructive tool for forgotten passwords on MR8300 — and instead jumped to factory reset, relying only on verbal description.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated the LED should be solid purple after reset (MR8300 shows solid purple only when ready, not immediately post-reset), gave wrong MX6200 model number (said 'M4 Mike X4X Ray 6220'), and claimed the router cannot be controlled from phone (MR8300 supports local control via myrouter.local).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent created a case and provided a follow-up plan, but lacked initial framing, had long silences, and abruptly introduced paid support without transition.
C2 Partially Met Confirmed understanding conf 80%
Agent used terms like 'solid purple' and 'Linksys app' without confirming understanding, and gave confusing model number breakdown, but did attempt to clarify LED colors and offered email follow-up.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a case ticket, collected contact info, and committed to sending instructions without transferring or abandoning the case.
O2 Met Proactive follow-through conf 95%
Agent clearly stated, 'I'll send it to your email for free. Just give me five minutes after this phone call,' setting a specific next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was a first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly determined the issue was resolvable at L1 with reset instructions and did not escalate unnecessarily.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration, but remained polite and offered help; tone was neutral rather than dismissive.
X2 Partially Met Tone & rapport conf 80%
Agent maintained engagement and offered a solution, though pace was uneven and model number delivery was confusing; customer did not disengage.
X3 Partially Met Overall experience conf 85%
Customer repeated serial number due to ASR issues, but agent repeated it back for verification; email instructions reduce immediate effort despite delay.
Call Transcript28 turns · 30 lines
Speaker 1
Yeah. So, this is my... I have a... I'm trying to... I have an issue logging in. I tried to reset my password, but I received an invalid passcode multiple times. So I wasn't able to get back in at all, yeah. So I just need to get help getting back to my account so I can fix the password, yeah.
00:00
Speaker 2
Welcome to lynxSys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.lynxSys.com: please have your device serial number ready for assistance. Press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling, lynxSys, this is how can I help?
00:00
Speaker 1
but it's not allowing me to do that. uh, I use Lynks mart wi-fi. uh, so let's say if I go into the link app I I go to the Lynksys app. um and I go to the app and it says email uh, enter password. When I enter my email and my password, I forgot my password, so I say forgot password and it sends me a link to my email. And when I click that email, I don't get anything. I get like some few letters.
01:00
Speaker 2
How are you resetting your password? What are you using? .com. Mm-hmm. Okay. Well, if you're using SirD email, as of now, you can reset
01:00
Speaker 1
Okay. Correct. So this is what I did. So I use my router passwords. I uh, what I did is that I was trying to control my, my, my router through my uh, account and I turned off my email. I'm not my email, but I turned off my Wi-Fi or, or router. And that's where I got the problem. Like I couldn't control my Wi-Fi, uh, and my internet doesn't work. I mean, Wi-Fi works, but I get any internet. Um, [silence] Can you use Wi-Fi? My connecting devices? I connect to my, uh, device.
02:00
Speaker 2
um with the Linksys app we're actually still trying to um we have um updates with our um Linksys account so if you're going to use email that sir is actually already been discontinued so um that's more likely um you're getting like a loop already when you're trying to reset password using email um instead of email sir um you sir the um router password instead because you have two options first is login via email second is login using router password you said the router password instead um okay and
02:00
Speaker 1
off per person for the and when when I tried to turn it back on I couldn't. so I went back to my uh so what I did is I reset the router but it's still not giving me anything. probably like um at least 30 seconds. Sure. Um, okay, okay, the r
03:00
Speaker 2
I see. How long did you press the reset button of your router? Okay. Can you provide me the serial number first of your Linksys router? So, let's check first.
03:00
Speaker 1
Sirial number is two nine Bee one zero C6 C8 zero four five seven two. [silence] C6. [silence] Charlie eight again. [silence] Zero four. [silence] Yes, but the two nine it's a V of Victor. [silence]
04:00
Speaker 2
Let me repeat the serial number just to make sure that is 29B Bravo 10T 6T 80, Charlie 6, right? Out. And then 04 572. Ah, okay. Let me double check down here again. This one here is the MR 8300 model.
04:00
Speaker 1
Yes. The LED light is red. Comcast. It's M G M zero four eight at MSN.com. Correct. Mario Gonzalez.
05:00
Speaker 2
okay, what's the LED lights are off this router right now. okay. And by the way, sir, who's your internet service provider? constant okay. All right. And then let me create a case ticket for you before we move forward. Can you provide me an email address? That's mike@msn.com, right? Okay. And first name and last name, sir.
05:00
Speaker 1
yes. More than 30 seconds. The little red button I push it in. Yes, it turns all the red and it says, it turns all the red. And uh it says that I uh to use my the administration password admin user ID. And I used uh password as a password but it's still red. And I cannot access my account to . And I cannot access my account to syslink.
06:00
Speaker 2
And this is the best call back number right? in call in case the um in case to call get is connected? Okay. And I'm sorry, sir, how long did you press the reset button again of the linksys router? [ silence ] After [ silence ] you reset it, sir. Did it just turn solid red? or like pink red? It's [ silence ] so, um, okay.
06:00
Speaker 1
pink okay so what do I need to do to reset it completely
07:00
Speaker 2
So, for this one, sir, what we, um, for this one, I think it would be best if you do a proper reset on this one again, because the LED light shouldn't be solid red after you reset it. Um, after you properly reset it, the LED light should be solid purple or like pink red, like magenta. And then, um, after that one, you have, yeah, like a pink red, sir, or magenta. So, yeah, for this one, sir, I'm going to send you an instructions via email on how you can reset it. So after you reset it, you need to set it up again in order for you to proceed with the Landsea app. So for the Landsea app, um, the Landsea Mart Wi-Fi account has already been discontinued. So you can only access it locally, um, using MyRouter.local. Um,
07:00
Speaker 1
so .u so. so here's a question .How old is that router ?
08:00
Speaker 2
192.168.1.1 or using router password instead of email when you log in to the, uh, Linksys app. So, um, I can walk you through with the whole process over the phone, however, um, just like to mention that the device is actually already out of warranty. So, usually for out of warranty devices, we no longer provide, um, free technical assistance. So we do have service paid connect, um, however, that will just cost you $15 for 60 minutes of troubleshooting, but we'll walk you through with the whole process for, um, for you to get back online and log in back to the Linksys app. So, um, would you like to proceed on that one for the paid connect? Well, this one sir based here on our system, the warranty of the device expires last June 17th of 2021.
08:00
Speaker 1
Okay, so it's five years, okay? Uh, and then probably a year, is there a year warranty? I bought it in 2020. So here's my question, what I wanna do is that I wanna be able to control my router, uh, not my router, but my, yes, my router, uh, with my phone. I wanna be able to turn off the internet access when I want to from my phone. Can I do that with this router? [silence]
09:00
Speaker 2
and [noise] for noise for this one yes one year warranty sir yes so if you're referring sir to the whole internet using your phone um no sir that this router doesn't have that feature. However, with the parental control that is available on the Linksys app, you may however um it may or may not work, but there is a there is a parental control that you can use there to um schedule a pause for internet on the other device that you will actually add on the parental control. [silence] Yeah, probably sir, there's a bug or glitch because we do have updates with the Linksys app, so um I think it would be best if you uninstall and then reinstall also the um Linksys app so you'll get the new update on um that one. [silence]
09:00
Speaker 1
Okay. Do you guys have a new a new, uh, uh, version of this router? [silence] [speech]
11:00
Speaker 2
the latest one right now is the MX 6200. That is actually the uh, let me just double check for sure, that one. I'm still here, sir. Yeah, I'm checking, sir. So yes, for the MX 6200, sir, we do have like a parental control that you can still use for the or in order to pause and unpause the internet on another device
12:00
Speaker 1
So I can stop, I can have uh complete access, I can, I can turn it on or off from my phone? Is that the newest model you have? Good. So that's the, okay. So what, can you give me the model number? Because I'd rather buy a new one, I think. Yeah. F, F4 mic. M for, uh, M four, F for you say, right? Yeah. [silence]
13:00
Speaker 2
That is the newest model that we have, sir, yes. That is Wi-Fi six E, that has a newer Wi-Fi technology. Uh yes, sir. The model number is M4 Mike, X4X Ray, 6220. Um, M sir, M for Mike, or mother. Um, M sir, M4 Michael, or mother. [silence]
13:00
Speaker 1
[DOWNWEIGHT] for Michael okay X okay six to zero zero okay all right I'll check that and probably like I said because I need that to have access to it to turn it on and turn it off okay yeah please don't forget because I'm going to do
14:00
Speaker 2
And then X for X-ray. Six two zero zero. Okay. And then however, sir, you can also try to reset and then reconfigure the router since it's actually still working then you can reaffi it on the Linksys app but on the Linksys app you have to use the router password. If you want, I can send you an email step-by-step on how you can do a proper reset and then how you can set it up as well. So, I'll send it to your email for free. Just give me five minutes after this phone call.
14:00
Speaker 1
Okay right now. Yeah I'm sorry for not picking up. Okay thank you. No that's it thank you. You too.
15:00
Speaker 2
Okay. Yeah, no worries. I'll send it to your email, then check your email after five minutes so you can follow the step by step. Okay? You're welcome sir. Anything else for today? Okay, sir. Thank you as well for taking the time calling me. Excuse me. You have a good day there. Take care. Thank you, sir. Bye bye.
15:00