V2 Rubric Detail — 96c016ee-6a64-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 15:52
Duration
11m 29s
Contact
Nala Black
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133770
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.88/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall52.0% (-4.0)

V2 Grader Summary

The customer confirmed successful login at the end, meeting R1. However, the agent failed to follow KB-mandated resolution path (transition to web browser management) and omitted basic diagnostics, resulting in Not Met ratings for R2 and T2. Technical accuracy was partially compromised by promoting a deprecated app method. Empathy and ownership were strong, but overall troubleshooting efficiency was suboptimal.

V1 Case Analysis

Customer couldn't access router via Linksys app on new phone; password rejected. Agent advised app reinstall, power-cycle, and app 'forgot password' flow. Customer self-reported login success without verification. Web-browser method omitted per KB.

Troubleshooting Steps
  • Collected customer name, email, and serial number
  • Advised uninstalling/reinstalling the Linksys mobile app
  • Recommended power-cycling phone and router
  • Guided customer to use 'forgot password' flow in app to reset router admin password
Key Observations
  • Agent never mentioned the KB-recommended web-browser management method (myrouter.local / 192.168.1.1), contradicting universal_app_transition_notice.md policy.
  • Recorded invalid model number 'SP MX 56' without clarification; could indicate SPNM6x series requiring http://myrouter.info.
  • No verification of successful router access or login to settings was performed despite customer self-reporting resolution.
  • Agent conflated router admin password with Wi-Fi password without clear distinction, causing potential confusion.
Positive Highlights
  • Collected customer identity, serial number, and contact details early in the call.
  • Maintained calm, professional tone and expressed empathy for customer's frustration.
  • Provided valid generic troubleshooting steps (app reinstall, power-cycle, password reset flow).
  • Acknowledged ISP involvement and avoided unnecessary escalation.
Agent Errors / Gaps
  • Failed to advise customer to use local web browser (http://myrouter.local or http://192.168.1.1) as required by KB policy for router management.
  • Did not verify whether the 'forgot password' flow succeeded or if customer actually regained access to router settings.
  • Did not identify or correct invalid model number 'SP MX 56', which hindered appropriate guidance for potentially SPNM6x hardware.
  • Did not clearly differentiate between router admin password and Wi-Fi password, leading to ambiguity.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer states at the end: 'I'm logged in now, so that's fantastic.'
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped fundamental troubleshooting: did not verify physical connectivity, router lights, or suggest accessing the router via web browser (http://192.168.1.1 or http://myrouter.local), which is the recommended method per KB. Relied solely on app reinstallation and password reset without diagnosing root cause.
R3 Not Met Correct resolution path conf 97%
Per KB guidance (universal_app_transition_notice.md), the Linksys app is deprecated; the correct resolution path is to transition the customer to local web browser management. Agent instead reinforced app usage, which contradicts official support policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (app login failure) and correctly distinguished router admin password from Wi-Fi password, but failed to ask key diagnostic questions (e.g., router light status, web access test) to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 96%
No use of diagnostic tools (e.g., remote session, web UI access, status lights check). The most appropriate tool — guiding to http://myrouter.local — was omitted despite being the primary recommended method.
T3 Partially Met No misinformation conf 90%
Agent correctly stated that router admin password differs from Wi-Fi password, but inaccurately implied the app is a valid long-term management method, contradicting KB that states it is no longer recommended.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent collected basic info but lost control during customer frustration; did not set clear expectations or redirect to more effective solutions (e.g., web browser access).
C2 Partially Met Confirmed understanding conf 82%
Agent used polite language and empathy but did not adapt technical guidance to customer’s clear frustration or simplify beyond password reset steps.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and followed through until customer confirmed resolution.
O2 Partially Met Proactive follow-through conf 84%
Agent provided immediate steps but did not establish a follow-up plan or callback commitment if the issue recurred.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted as the issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy: 'I'm really sorry to hear about your experience' and acknowledged customer frustration throughout.
X2 Met Tone & rapport conf 90%
Agent maintained engagement despite customer frustration, responded with patience, and matched emotional tone with reassurance.
X3 Partially Met Overall experience conf 87%
Agent instructed customer to uninstall/reinstall app and reset password — steps that could have been avoided by directing to the always-available web interface, increasing customer effort unnecessarily.
Call Transcript18 turns · 20 lines
Speaker 1
Hi. My router isn't being found by the app and I used to have it connected, so I don't understand why it's not suddenly doing it with a new phone. [silence] Yep. Because communicating what's going on. Yeah, not enough. Nala Black. N-A-L-A Black. Yep.
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. This is Regina, what can I help you with today? Okay. So I totally understand you're concerned all about, ma'am, but is this your first time calling us for support? May I know your first name? Go ahead, sorry. It's okay. May I know your first name and last name? Can you please spell it for me? The black spells has B L A C K. And um your callback um number. Okay yeah no thank you and your email, Spandana. So Spandana.Lak at (com- dotly) and um how how many Linksys devices do you have? So three routers in total. Can you please provide the serial number of the main or the parent node from Linksys?
00:00
Speaker 1
your serial number you Yuh. Yuh. 5-9-N-November-1-0-M-Mike-22-E-Echo-0-0-8-2-8. Yep. Absolutely nothing wrong with her.
02:00
Speaker 2
kindly provide it. The model number of your links is devices. Are then SP. MX 56. So are they provided or bundled by your internet service provider? Which is community fibers? Okay. So what are the light indicated of your links devices\u00a0stola? Are they solid blue and current? Go ahead.
02:00
Speaker 1
The, The, The, The, The, Wi-Fi is just not finding it. Yeah. Yeah. Yeah. Believe me, believe me, I've tried everything. That's why I'm calling you now. Nothing that I can do myself is possible. Nothing. I've done everything with community fiber, five times over. Nothing is working. That's why I'm calling you guys because it's not my problem. It's nothing I can do on my side. [silence] It's working just fine. I just can't do anything about it. And I need to be able to access, I need to be able to to to use my Wi-Fi, otherwise I'm gonna have to leave community fiber.
03:00
Speaker 2
way app. So you're trying to log in on the linksys app to manage its router settings. So have you tried to use your router password to log in? Because there's actually another way. Okay. But but it wasn't working. Yeah, and I'm really sorry to hear about your experience. Uh it must be trading. But let me just assist you and guide you on how to access since you're calling us. Link to the app, can we uninstall.
03:00
Speaker 1
done that too but I'll do it again for your sake. I know so you're not about to make me forcefully go through everything I went through with community fiber already. Nah, just an eye. Yep, like I said, lady respectfully I've already been connected. I got a new phone and suddenly it's moving like it doesn't understand the English. You understand? I've done this already so I know it knows how to work.
04:00
Speaker 2
Uninstall and reinstall the Linksys app. uh is it a Samsung phone and iPhone okay, and make sure you're going to download the Linksys app that has a Linksys Smart Wi-Fi uh, since you uninstalled and reinstalled the Linksys app.
04:00
Speaker 1
Still telling me my password's incorrect, but I've never changed my buddy password, so my password can't be incorrect. [silence] Yep, and it says sorry, that password is incorrect. Now I clicked route, I logged in with the password to my router router.
05:00
Speaker 2
app. And we proceed to log in. So open the Linksys app, then manage your router settings, but make sure your phone is connected to your Linksys network. It is a parent node. So you're currently on the login page. Okay. So let's just say you click router or invite asking for an email and password. [silence]
05:00
Speaker 1
[silence] I don't have any trouble with it, love. I've never changed it. There's only one bloody password for my Wi-Fi. So what's the issue? Why won't it log in and why is it telling me that it's the wrong password? [silence] I see. I said my router password. My router password has never been changed though. [silence] when I send my root across so there.
06:00
Speaker 2
You're having trouble with your Wi-Fi password. Yeah, because the router is actually password locked. It is actually different from your Wi-Fi password. It might be your customized or changed that one, that's why you cannot longer access it. But do you have an option to click forgot or reset password to create a new one? Yeah, but to avoid locked out due to multiple attempts, can we click forgot or not?
06:00
Speaker 1
Mm-hm. Yeah. Great. Fantastic. Here we are
08:00
Speaker 2
Okay, so when you tried to use the password labeled on the bottom of the parent node, null and still doesn't work. Please proceed to click reset or forgot password to create a new one. And on creating a, admin or router password, you need to follow requirements. [silence] Okay. [silence] So it might be that you forgot your customized router password that's why it doesn't work.
08:00
Speaker 1
No. and I haven't changed it once since I first got it. I had the same one. So I knew what the password was and it wasn't working. And so much so that the community fiber guy that I was in the phone to actually changed the password for me as well on his side one time when I was troubleshooting it with them. That's why I had to call you because I don't know what's wrong today but trust me, I went through everything. But finally, they're agreeable. [silence] Um, just a question to turn the Wi-Fi on and off for certain devices on a time certain.
09:00
Speaker 2
if the issue continues. Nawa, please fill free to call back. Mhm. Okay. Yeah, I trust you. Yeah, but is there anything else that I can help you with? Yes. Oh, yes, I do really apologize for the inconvenience of our link has app nala, so we don't actually control regarding with this issue, but in our end, we can assist you beautiful. by power cycling your devices or maybe your phone on and off your Wi-Fi forgot the network to reconnect or uninstall and reinstall the linksys app or change the router password. So when you create your own router password, you successfully log into that dashboard of the linksys app. and if the issue will happen in the future, please feel free to uninstall and reinstall the linksys app and then proceed to delete or create your own router password. because the good thing or the advantage of the router password compared with our Wi-Fi password, from time to time you can actually change it. if the linksys app gives you inaccurate information
09:00
Speaker 1
Perfect. Great. Thank you for your help. No, I'm logged in now, so that's fantastic. That's it. No problem. Thank you. Bye. Bye.
11:00
Speaker 2
You're welcome Nala and is there anything else that I can help you with? Okay so feel free to call us back okay if you need any further assistance and we would be happy also to assist you. Thank you for your time. Nala and have a great day take care bye.
11:00