V2 Rubric Detail — 9856d044-79ad-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 02:43
Duration
23m 28s
Contact
Lisa Mendoza
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00136113
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Change Wi-fi Password

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution5.00/5
Technical2.50/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall80.6% (+14.6)

V2 Grader Summary

The agent successfully guided the customer to reset the router admin password using the recovery key and then change the Wi‑Fi password, resolving the issue. While the call had some confusing moments and technical inaccuracies (e.g., suggesting 'admin' as default password for MR950), the agent demonstrated ownership, provided accurate technical steps via the recovery key path, and reduced effort by recommending a photo of the sticker. No escalation was needed and the interaction concluded with a satisfied customer.

V1 Case Analysis

Customer unable to log into router admin to change Wi-Fi password; reset admin password via recovery key and provided Wi-Fi password change steps.

Troubleshooting Steps
  • Confirmed router model and serial number.
  • Advised using default admin password 'admin' and the password‑reset flow.
  • Guided customer to enter the five‑digit recovery key to reset the admin password.
  • Provided navigation steps to change the Wi‑Fi password via the router’s local UI.
Key Observations
  • Agent repeated requests for model/serial information despite customer providing it at [14:00], causing unnecessary friction.
  • Customer could not physically reach the router initially but obtained the recovery key later via photo.
  • Agent did not explicitly state the correct local login URL (e.g., http://192.168.1.1 or http://myrouter.local) for the MR950, relying only on the app.
  • Agent failed to capture customer email despite multiple attempts by the customer to provide it at [05:00].
  • No concise summary of next steps or resolution was provided at call end.
Positive Highlights
  • Correctly identified the need to use the recovery key for admin password reset, aligning with universal_password_login.md and linksys_now_login_admin.md.
  • Successfully guided the customer through the recovery key process, resulting in regained access at [19:00].
  • Accurately explained that router admin password is separate from Wi-Fi password.
  • Provided correct navigation steps (three lines → Wi-Fi Settings) to change the Wi-Fi password after login.
  • Warned the customer that devices would need to reconnect after changing the Wi-Fi password, which is accurate and helpful.
Agent Errors / Gaps
  • Repeatedly asked for model number after customer already provided it at [14:00], indicating poor information tracking.
  • Did not specify the correct local login URL for the MR950 router (should be http://192.168.1.1 or http://myrouter.local per KB).
  • Failed to capture customer email despite clear phonetic spelling at [05:00], missing a critical contact point.
  • Did not confirm whether the customer accessed the router via the app or local web interface, creating ambiguity in the process.
  • Did not mention that MR950 is part of the AX/Max-Stream family and supports local web access, missing an opportunity to clarify environment.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed access with 'Okay, I'm in.' and expressed gratitude: 'Thank you so very much.'
R2 Met Diagnostic thoroughness conf 90%
Agent asked for model and serial number, walked through app steps, instructed to use the recovery key to reset the admin password, and guided Wi‑Fi password change.
R3 Met Correct resolution path conf 90%
Agent identified the router as out‑of‑warranty but still provided full troubleshooting rather than dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom and root cause but jumped to 'admin' suggestion without model-specific validation or checking for cloud account usage first.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used app and recovery key, but failed to suggest the local web interface (192.168.1.1/myrouter.local) as a primary tool for local access per KB.
T3 Partially Met No misinformation conf 95%
Incorrectly stated default admin password is 'admin' for MR950. KB states: 'Mesh systems with newer firmware (IMDA-supported): no default password — you are forced to create one on first login.'
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call flow but repeated questions ('model number?') despite customer stating inability to access router. Phrasing like 'building number' and 'eco nancy' for spelling caused confusion.
C2 Partially Met Confirmed understanding conf 80%
Agent adapted by suggesting photo of sticker, but used excessive jargon ('eco nancy delta oscar zed') for spelling, which could confuse. Did not confirm understanding after complex instructions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and followed through to resolution. No avoidance observed.
O2 Met Proactive follow-through conf 90%
Clear next steps: reset password via recovery key, then change Wi-Fi settings. Agent waited for confirmation and guided completion.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized early – 'I am really sorry for the inconvenience.' – and remained courteous throughout.
X2 Met Tone & rapport conf 85%
Agent adjusted pace, repeated instructions, and clarified when the customer was confused (e.g., spelling email, asking what is on screen).
X3 Met Overall experience conf 90%
Agent suggested taking a photo of the sticker instead of climbing to read the recovery key, reducing the customer’s effort.
Call Transcript44 turns · 45 lines
Speaker 1
Hi. I am trying to reset my um my Wi-Fi passwords, but I'm not even able to, yeah, but I'm not even able to log into my, my account.
00:00
Speaker 2
Welcome to Lynx's 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. While waiting, you may also visit support.lynksys.com for more information about your product. [silence] Thank you for calling Lynx's. This is Ruby, how can I assist you? [silence] Oh, you wanted to change? Uh, to what account? Okay, and the Lynxso game.
00:00
Speaker 1
What was that? yeah, I was trying to, yeah. Um, so right now, it's, it's not telling me anything right now, but okay. Earlier, when I was trying to do it over the weekend, it said that it couldn't find my device and it wanted me to call, but I've been at work all day, so now I'm now back with the device, but it's it's trying to find it, I guess. I don't know. Yeah, everything's working fine. There's just okay. Okay. So now it finally popped up. It says, you haven't added a router or mesh Wi-Fi system to your account. Let's fix that. What do you want to do? Um,
01:00
Speaker 2
and you're using the linksys application to log into your account and what's the error why you cannot log in? okay Well, let's check, okay? let's check And by the way, since you said you want to change the Wi-Fi password. is the linksys router working? [silence]
01:00
Speaker 1
add, existing router or set up a new one. I just, I want to use the existing one. I've been using it for a long time now. Okay. so it says, Add an existing router or mesh Wi-Fi system, number one, power on your router or mesh Wi-Fi system, number two, connect to its Wi-Fi name, number three, tap the button below. so it's already powered on, it's already connected to Wi-Fi. we've been using it like this for years. Do I just put, find my router? Oh, shoot. I can't reach it. It's, way up high. it, it's got four antennas.
02:00
Speaker 2
Yes. Click Add Existing. And let's just stay on the page. OK, before we proceed, I need to verify something. What's what is the model number of the Linksys router? Yes, ma'am. I am really sorry for the inconvenience. So, Click Add Existing. And let's just stay on the page. OK, before we proceed, I need to verify something. What's what is the model number of the Linksys router? Yes, ma'am. I am really sorry for the inconvenience. So, building number of the linkset router? Yes, ma'am. I am really sorry for the inconvenience.
02:00
Speaker 1
No, the the router is, it's, it's, it's too high. It's way up a way up a, uh, I can't reach it. Sorry. The the links, just so I have what, just one. Right. The router is all the way up on the the ceiling.
03:00
Speaker 2
Underneath or above? Oh, sorry. And how many routers do you have? Mhm. Yeah. How many links have you? This for me to check. Okay? What's the right way to fix this one, is to know the model and the serial number. So you cannot like take a screenshot on the sticker. It's just on the... the model and serial number is printed on the sticker. It's underneath the router. So you cannot check or take a screenshot? You can check on the links has app. Oh, you cannot.
03:00
Speaker 1
It won't let me log in yes five five nine three five zero two four four one Lisa L I S A Mendoza y uh E-M-E-N-D-O-Z-A [silence] he wants you to log into part of the system with your SAS account it's SAS it's okay John you like John you too okay cool see [silence] let's see look for solutions not too fall back on on a silly guy [silence] put in a ticket it's a sh it's a shame the IT support is so ill [silence]
04:00
Speaker 2
Log into the link. Um, says app. Ask:wrong. Okay. How about this one? Before we proceed to check further on the app, because it's really um, important to know the model, because there's like different uh, function of the model. Okay. Uh, man, this is your first time calling Linksys. Okay. Let me just gather some of your information, okay? To create your K. So let's start with your phone number in case we get cut off. Then I can call you. Okay. five five nine three five zero two four four one. first name. It's O L I S A. How about your last name? Mendoza.
04:00
Speaker 1
[silence] yeah, I'll spell it out, l- i- s- a- m- e- n- d- o- v- a- s- maintenance, M- A- i- n- T- e n- A- n- C- e at gmail. So it's my full name, plural, Lisa Mendoza's maintenance at gmail. Est like Sam, M- d- v- a- s- l- k- e- n- maintenance, M- A- I- N- T- e- n- A- n- c- e at gmail. So it's my full name, plural, Lisa Mendoza's maintenance at gmail. S like Sam [silence]
05:00
Speaker 2
Okay. So, Mendoza. Um. So it's Mike. EcoNancy. Delta. Oscar. Zed. Alpha. Um. Can I have also. Your email address? [silence] Uh, Lisa Mendoza. Uh, after the Mendoza, is it S for Sheera or F for Fox chart? Okay. So. To Lisa Mendoza. S.
05:00
Speaker 1
um spectrum charter [SILENCE] what what was that oh um iphone [SILENCE] it is [SILENCE] yeah it is [SILENCE] you want me to close it okay [SILENCE] okay [SILENCE]
06:00
Speaker 2
S phone, that's G male.com. Who is the internet service provider? Spectrum okay on what phone did you uh install the full application is it Android is it iFH. iFH make sure that your iFH is connected to the Wi Fi. So we can check. Let's try to check the serial number right there. Okay. Connected kindly Yeah kindly close the lease application. First close it. And then open again and let me know what screen you can see after you open it.
06:00
Speaker 1
It just says getting router X and now it says finding, okay. Now, now we're back to the same one. You haven't added a router or mesh. So do I add existing? Yeah, yeah, I'm going to close it out and go back to it again. Yeah, I did. I did. Um, yeah, and it takes you it takes him back to the same thing. Okay.
07:00
Speaker 2
Okay, so what can you see on the screen? Settings? Ayukuchi. It should be that you will be routed on the login page, because you are on that page earlier, correct? You are on that page earlier. Yeah, you really force close it, like quit the app and then open again, can we try, okay, let's just try, add existing, click on add existing, and then set new, okay, and then, just set new, select the, you seem to be, unable to set new, click on set new, okay? Yeah? No? Okay. There's nothing wrong with the screen, it will show up, it will pop up, yeah? So what I'm doing, okay, let me try, um, okay, let me try, so give me just a minute, it will appear okay? Do you see, click on set, and it will appear, okay? Okay.
07:00
Speaker 1
Hold on. Now, it's. It says getting router settings. Finding your networks. Okay. Add existing. Okay. So do you want me to do Find my router? Yeah, and it says, oops, something went wrong. We can't detect your router. Call us. Oh, God. Yeah, it's connected. The router? Okay. I just did. Oh, you want me to unnsinstall it? Oh, okay. Hold on. Oh.
08:00
Speaker 2
Okay. Uh-huh. Mhm. Mhm. Okay, so, cuz you already confirm that it's connected to the WiFi. Your uh can you, Yes, can you uninstall and then reinstall it instead? The link says application. Yes.
08:00
Speaker 1
can't find. I'm having a hard time finding it. I'm having a hard time finding it. All right. Okay, let me uninstall it. Um, remove app. So it says removing from home screen will keep the app in your app library. Really, yeah, alright. So there's router admin setup controller, and then there's linksys linksys router setup
10:00
Speaker 2
Yes. And then unreinstall again?
10:00
Speaker 1
Which one do I go cuz the one I had before was the the Linksys, the the but now it's showing two. There's Linksys and then router admin setup controller, not that one, right? Yeah, okay. All right. Now I'm reinstalling it. Okay. I opened it. I reinstalled it and it's opening up. It says allow Linksys to find devices. Okay. Okay. Now email, let's see. Okay. Shoot. I don't even know if I remember.
11:00
Speaker 2
The one, not that one, the one with the two, two blue Ls and then the black background. Okay? allow. Yeah, allow. And by the way, when you log in, man, there's two options for you to log, log in using the router password. Do you happen to remember the router password? You because router pass...
11:00
Speaker 1
I don't remember it. No. Uh huh. Yeah, no, I'm gonna I'm gonna put what I think it is. Hold on. Yeah, no, that's not it. So, what if I put reset password?
12:00
Speaker 2
Password is different from the Wi-Fi. Okay. Because that's the reason why I really need to know what's the model number of the router, because it has different process. So, let's just try using the default router password, which is 'admin', all in lower case. So type in 'admin'. Okay. Oh, yeah. Now, when you, if you click 'reset password'. Okay. Once a,
12:00
Speaker 1
Okay, all right. Okay, let me get a chair, hold on. okay, hold on
13:00
Speaker 2
you click reset it will ask for a recovery key and then recovery key is on the Linksys router man it's on the sticker. So again you you need to climb and check Ah okay.
13:00
Speaker 1
All right. So what did you need from it? So the serial number, well, the model number is MR950.
14:00
Speaker 2
yeah the model and the serial number since you have it.
14:00
Speaker 1
serial number is three two A like Apple one zero N like Mary two seven A Apple zero four six one three [silence] yeah yeah okay hold on [silence]
15:00
Speaker 2
Okay, so what's the serial number? [silence] Let me repeat. 32alpha 10M 27alpha 04613. [silence] Okay. And there's no recovery key on the device. [silence] Okay, then you can go down. [silence] there's there is a recovery key, there's the five digit number on the device. [silence] Okay. [silence] Now, you can just take a photo, so you don't need to climb out, climb again to check the router, you can just take a photo on the on the sticker.
15:00
Speaker 1
Okay? [silence] Look. Yes. Okay. Reset password
16:00
Speaker 2
Okay, okay, so ma'am, based on the serial number, this Linksys router MR9000 is like out of warranty. But no worries. I can still assess you with this concern. Only that if there's something wrong on the router, okay, we cannot process a replacement or a refund. But of course, I'll do my best to assess you. Now we can proceed. You mentioned that there's a recovery key at the bottom, correct? Okay. So you can now click "Reset the password." [silence]
16:00
Speaker 1
Okay, and then the recovery people. Let me go back to my pictures, hold on. Zero four, two five four. Oh for years.
17:00
Speaker 2
enter the recovery key. the five digits. and how long have you been using this router? years okay so once you enter recovery key and then click submit or reset, it will ask you to update the router password. and then remember, again, router password is different from the wi-fi password. and then it's a case sensitive. so, it's a combination of numbers, letters, a special character. you can include a capital letter and then a small character, a special character, but then do not repeat any of the character and take note of the password, okay? so, take your time to create. [ silence] Okay. And then just let me know if you're done.
17:00
Speaker 1
Okay, I'm in. Okay. Hold on. Yes. Let me see. So, the, the three lines. Okay.
19:00
Speaker 2
Okay, perfect. Now, you two change the Wi-Fi password or change the name, okay? The left-hand side, it's at the upper left-hand side, click on the three lines, the menu bar, click it, and then go down, click Wi-Fi settings to change the Wi-Fi password. And make sure whatever password you are creating or changing, ma'am, always take note the password, okay?
19:00
Speaker 1
devices, safe browsing, parental controls, Wi-Fi settings, guest network. where do you change the password? that's where you change the password? okay. okay. all right then. I think, I haven't changed it yet but,
20:00
Speaker 2
Wi-Fi Saturday yes mhm it's all good?
20:00
Speaker 1
Okay, you want to keep your Wi Fi name the same, and you want to change the Wi Fi password.
21:00
Speaker 2
of course once you change the password uh you need to connect your device or to the wi-fi again and if you change the wi-fi name okay if the name is the one you want to change ma'am so oh just to give you a heads up all device might disconnect from the wi-fi so you need to reconnect it one by one.
21:00
Speaker 1
[silence]
22:00
Speaker 2
I actually if for example you change the Wi-Fi password all you have to do is like of course connect like that device and then you need to enter the password.
22:00
Speaker 1
Okay. yeah, yeah, okay, perfect. Thank you so very much. You too. Thank you a lot. Okay.
23:00
Speaker 2
Okay, everything good? Okay, everything good. Mhm, great. You're welcome, ma'am. Have a nice day to you. You're welcome. Bye. Bye. You may end the call. Thank you.
23:00