V2 Rubric Detail — 9ba4e2f0-6449-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 21:24
Duration
28m 15s
Contact
Susan Adams
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00132849
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall46.5% (-9.5)

V2 Grader Summary

The agent made progress by guiding the customer through a factory reset and recovery key process, advancing the setup. However, critical technical errors—most notably the incorrect IP address (192.168.100.1.1)—undermined resolution and created unnecessary customer effort. While ownership was maintained and basic troubleshooting attempted, the inaccuracies prevented full success, resulting in a partial resolution.

V1 Case Analysis

Customer unable to log into new Linksys Velop router admin page. Agent guided through recovery key reset but provided incorrect IP address (192.168.100.1.1) and did not verify login success or internet connectivity.

Troubleshooting Steps
  • Captured serial number and created a record.
  • Guided customer through 5-press reset procedure.
  • Directed customer to use recovery key to reset admin password.
Key Observations
  • Agent provided incorrect router IP address (192.168.100.1.1) at [18:00], which is invalid and would prevent admin access. Correct access URLs for Velop routers are http://192.168.1.1 or http://myrouter.local (KB: velop_router_setup.md).
  • Stated 33-minute wait for solid blue LED at [07:00], which is factually incorrect. KB guidance (universal_mesh_full_rebuild.md, velop_router_setup.md) indicates LED changes typically occur within 2–5 minutes, not 33 minutes.
  • Failed to verify successful login or internet connectivity after recovery key reset at [26:00–27:00]. The agent did not confirm the customer could access the admin page or that the router was online (solid white LED).
  • Did not collect the product model number, which is required for model-specific guidance in troubleshooting (KB: velop_router_setup.md).
  • Agent maintained a polite and cooperative tone, allowing the customer to proceed at their own pace at [27:00].
Positive Highlights
  • Accurately captured and repeated the serial number (33C10M27C07311) at [02:00–03:00].
  • Collected customer name (Susan Adams) and phone number (21787-1277) for case creation.
  • Maintained a polite and patient tone throughout, allowing the customer time to follow steps at [27:00].
  • Correctly identified the need to use the recovery key after failed login attempts at [24:00] (KB: linksys_now_login_admin.md).
Agent Errors / Gaps
  • Provided wrong admin URL (192.168.100.1.1) at [18:00], which is not a valid Linksys local IP (KB: velop_router_setup.md, universal_mesh_full_rebuild.md).
  • Stated a 33-minute wait for solid blue LED at [07:00], which is grossly inaccurate and contradicts KB timing guidance (KB: universal_mesh_full_rebuild.md, velop_router_setup.md).
  • Failed to correct the customer's confusion between app login and local web UI access at [23:00–24:00]. The agent did not clarify that the Velop setup app is not required for admin access.
  • Did not confirm that the recovery key reset actually succeeded or that internet was working before closing the call (KB: velop_router_setup.md).
  • Did not collect the product model number, a required field for product-specific support (KB: velop_router_setup.md).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent guided customer through factory reset and recovery key process to regain access, but did not confirm final successful login or configuration of Wi-Fi settings; issue was advanced but not fully resolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent instructed 5-press and factory reset, which are relevant for setup recovery, but skipped verification of physical connections, correct local IP (gave 192.168.100.1.1 instead of 192.168.1.1), and failed to confirm LED states systematically.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified need for reset due to access failure and used recovery key path, appropriate for new device setup issues, though execution included inaccuracies that hindered full resolution.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent recognized symptom (can't log in) and initiated recovery, but did not ask for model number or confirm current network state logically; questions about email and ISP were administrative, not diagnostic.
T2 Not Met Appropriate tools / resources used conf 95%
Agent directed customer to incorrect URL (192.168.100.1.1), a clear technical error requiring tool use that was both inappropriate and invalid; this mistake directly impeded progress and reflects failure to use correct resource.
T3 Not Met No misinformation conf 95%
Agent provided factually incorrect information: '192.168.100.1.1' is not a valid local router address; also conflated 5-press with reset procedure and gave inconsistent guidance on login method.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control by guiding steps, but instructions were disorganized (e.g., sudden shift to phone image click), with long silences and lack of clear framing or transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but failed to confirm understanding (e.g., 'click the picture of the phone') and did not adapt when customer expressed confusion about login screen.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed with the case throughout, performed troubleshooting steps, and did not transfer or abandon responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent outlined next steps (use recovery key, set new password), but did not provide timeline or proactive follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the nature of the setup issue.
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 85%
Agent remained polite but did not acknowledge customer frustration or repeated difficulties; tone was procedural rather than empathetic.
X2 Partially Met Tone & rapport conf 80%
Agent continued with instructions despite customer confusion, but did not disengage or escalate; maintained engagement even if not fully adaptive.
X3 Not Met Overall experience conf 90%
Customer had to repeat recovery key search and navigate incorrect login page due to agent error, creating avoidable effort.
Call Transcript49 turns · 51 lines
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press one-now. For out of warranty products, paid support, please have your devices 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. [silence]
00:00
Speaker 1
Yes. I've got a new Lynxus router, and I was trying to install it, and I'm not getting very far. Okay. The Let's see. The serial number is 33C is in cat, 10 M as in Mary, 27C. And I don't I guess that's a zero. 7311. Yes. Hm-h.
02:00
Speaker 2
How do I help you? What's the serial number of that new linkage you purchased? I have your 33 Charlie, 10 Mike, 27 Charlie, 07311 Is that correct? Okay. Um, all right. One second. and and it's not yet uh, I mean, it's not yet registered here in our system. I just need to create a record here for you. Can I have your active email email address? Um, pardon. Uh any active email will do. This is your account in our system. So that once you've called in the future, we will just pull up your record, then we can assist you immediately. So any active email. Uh-huh. Uh-huh. Okay. And how about your
02:00
Speaker 1
Susan, S-U-S-A-N, Adams, A-D-A-M-S. Uh, M-R. Pardon? Yes, that's, M, R, wireless systems. Uh, yeah. Uh-huh. Yes, it is purple.
04:00
Speaker 2
First name and last name. [silence] Okay, with letter S. All right. And who's your internet provider? Is it SPECTRUM? [silence] Your internet service provider. Okay. All right. So, I'll just create a record here. And is this your phone number 21787-1277? Is that your phone number? Okay. All right. So, yeah, um, since you just got this router. Is it still solid purple on top? What's the color?
04:00
Speaker 1
OK but. OK now. Let me tell you to find. The help phone number included with the router was out of service. It isn't working. Though I actually have plugged my internet back into my old Linksys router. You want me to put that my you want me to put this back into the new router. OK. OK. I just I changed the router plug so I could have access to the internet again. OK. I've I've got that plugged back into the
05:00
Speaker 2
Okay. So, you can now, uh, press the reset button. Big, five press at the back of the router. There's a reset button there. So just press, release, press, Mhm. Mhm. Mhm. Uh huh. Uh, just read the call. Uh yeah. If ever I will be disconnected, I'll call you back using this phone number, okay? Which ends with 727. So, you can unplug it now. Uh huh. Uh huh. Uh huh.
05:00
Speaker 1
new router the internet access and then, how long should i hold the red button down? uh no it hit a solid purple now um Press it five times. okay. oh and it went back to white um
06:00
Speaker 2
no need to press the button for now, because the router will reboot. Just let me know once it's back to solid purple. Oh, good. So just quick five press, so press release, press release press release press only. Yes. [silence]
06:00
Speaker 1
Okay. Mmhm. Yeah, it's doing its blinking thing. Okay, I think it's gone to blue now. Looks blue.
07:00
Speaker 2
Okay, it will just take 33 min max for it to have a solid blue light on top. I mean in front of it. Okay. Check your Wi-Fi list. There should be a Wi-Fi name there, Velop setup or link to setup.
07:00
Speaker 1
Now, what's this? Let's see. Okay. On my phone, Wi-Fi gives me my router name, which is Centennial. Oh. Okay. I'm on the Linksys setup app. Is that what you're wanting?
08:00
Speaker 2
Check your Wi-Fi like try to connect now to your Wi-Fi. You'll see that just go to the settings of your phone, go to Wi-Fi. Uh-huh. Can you see V is that up or links to set up? [silence]
08:00
Speaker 1
Yes. Oh yeah. Okay. Yeah, I do. Yeah, I see that on the laptop here. Do I do this on the phone or I see this on my laptop? Okay. Okay. I got Lynx's set up here on the laptop and I've clicked connect. And it's connect, oh, it connected automatically. It went back to centennial.
09:00
Speaker 2
[a speaker starting to say something inaudibly] not linksys app but on your Wi-Fi list the Wi-Fi names that are available check if there's linksys setup name that's actually your Wi-Fi that's actually your Wi-Fi for linksys select that and the password is on the sticker underneath your router [silence] [inaudible speech]
09:00
Speaker 1
Well, we had a, uh, okay. Because, because we did have our, I mean, I, I had a linksys before, so I'm just switching to a newer skid. Let's see. Uh, I don't know. Well, I'm trying. Let me see. Okay. Uh, Now I'm not, I'm uh, I'm on uh, Google trying to, uh,
10:00
Speaker 2
Try to visit any websites. Just to make sure if it's working or not. The internet. Uh-huh.
10:00
Speaker 1
I'm not getting to a website. [silence] [silence] I'm accessing something and it's just [silence] [silence] connected. [silence] so go back and try the links set up again. [silence] [silence] [silence] [silence].
11:00
Speaker 2
What device are you using? you you, I think, did you already connect the to the the links to set up Wi-Fi name? that laptop. Check the Wi-Fi connection of that laptop first. Yeah, select that one and the password is still on the sticker underneath.
11:00
Speaker 1
Connect automatically and that's checked. And then there's a, another box I can click on that says connect. Okay. Oh, there we go. It says enter the network security key. [silence] Okay. that I have for the old system. oh, okay. oh. oh. oh. oh. oh. oh. [silence] Oh, password, yeah. [silence] Um, John, can you
12:00
Speaker 2
connect just click connect. in other words the Wi-Fi password. no it's on the sticker underneath your linksys router. it's actually in there.
12:00
Speaker 1
Then, do go to next after that. Okay. Okay, I'm doing next. And does hidden network. Whoops, uh oh, it's going into linksys setup 685? I guess. Oh, yeah, I think the icon looks like I'm getting internet. And yeah. Okay.
14:00
Speaker 2
Yeah, connect once it's successfully connected. You can then try to search again using the laptop since the router is self dual, which means it's wilking up and running. Do you want to change the Wi-Fi name and password, Susan, or you're just gonna use that default life ain't even password? So that any time you can just check it on the router.
14:00
Speaker 1
Okay, Um, now where do I change the the password at? Okay. I have the old router system on my laptop. That one probably won't work. Pardon? Uh, well my my, my uh, my uh PC is connected by Wi-Fi and it's got internet. Will will that show this new router? Yes?
15:00
Speaker 2
You want to change the Wi-Fi password if that's the case. You have to log in to the router settings. You can use your laptop to do that. Hmm. Is it physically connected? The laptop to the old router. Is it physically connected or not? Is it connected via a wire? Hmm? then that's okay. That's fine then. Hmm?
15:00
Speaker 1
... will it show the, Linksys app that I can go in and create a, password and I can create a guest account and stuff like that? ...
16:00
Speaker 2
Actually, all your devices will detect that what Wi-Fi name and you need to use that Wi-Fi password, not unless if you want to change it. The computer that is connected via Wi-Fi, that we can use that. Any device that is connected to the Wi-Fi. Yeah. So that's, you just need to log into your to your router settings to do those um, settings that you wanted to change in the router.
16:00
Speaker 1
That'll have that. Or do I have to do it through my phone? Or what? Do it on the laptop? Okay. Well, I want to change the- I want to do some set up, like I create a guest network. And I had, I think I had some other stuff. Yeah. Uh, I have an IP camera and some other stuff that I need to set up with it. [silence]
17:00
Speaker 2
Oh you can do it on the phone much better if it's computer or desktop or laptop it's best to access the router settings using a desktop browser like on the laptop. On the phone it's kind of complicated so I highly suggest instead. Yeah. You wanted to change the Wi-Fi password, right? I know. [silence]
17:00
Speaker 1
So, is there a, um, when I set up my last link, this, I did it on the PC and software came up that for the link, this smart Wi Fi so I could just access it there and do everything at that point. How do I do that with the laptop now? Okay. Yeah. Oh, okay. Yeah. If I can get to, uh, the, uh, software then I can get stuff done from there. Okay.
18:00
Speaker 2
I'll walk you through how to log in using your laptop. Okay? I'll walk you through how to log into the router's settings, and you can change the the guest after that the guest network. Yes, so just open a browser on your laptop. On your address bar type there the numbers 192.168.100.1.1. Right.
18:00
Speaker 1
Yeah. Okay. And, okay, and it has downloaded the linquis app for setup, so then just put that on my uh laptop here, I download one of those to the laptop, is that right? Oh, the page that came up is let's get you up and running, download the linquis app for setup, Oh, click what.
19:00
Speaker 2
it's 1.2.168.1.12? just wondering to that. I don't want to download the app. Just click the picture of the phone, the image of the phone, click that.
19:00
Speaker 1
Yeah. Oh, okay. I put my cursor on it and I didn't see anything happening. So I'm... Oh, okay. Great. Yeah. Okay. And here's access. Okay. Using that same uh Number again? From the router. Okay. I got to get that. Yeah. I took a picture of it. Okay.
20:00
Speaker 2
Select a picture of a phone. There's two phone pictures there on this page. Just click one when it's ready and just log in. Yes, yes. Mm-hmm.
20:00
Speaker 1
Make it, make it easier. Yeah. Okay. Okay. Well, it doesn't like that. For some reason, it doesn't like the number from the bottom of the new router. Okay. Hmm. Not yeah, I've I've done it twice. Mm-mm. No, it's not happy with that for.
21:00
Speaker 2
Ryan, what do you mean?
22:00
Speaker 1
It's, it's, uh, when I put in the, the code from the bottom of the router, the the x this says sign in and it says access V-E-L-O-P. And that's why I'm entering my access code. And I do that, it's the invalid router password, please try again. Now, let's see. Okay. So, so now the the router I'm on is the Linksys set up 685. Is that correct?[silence]
23:00
Speaker 2
Just, you know, you know, some
23:00
Speaker 1
No, no, it, I, uh, when I clicked on the phones like you suggested, it took me to the sign in. And, um, on the sign in, I have an access V E L O P and that's where I put in my access code. and, uh, when I put in the access code from the bottom of the router, um, it tells me invalid router password. Okay.
24:00
Speaker 2
Okay. Since you just had this one, better to have it reset instead so that you can update the router password. So click Reset option below and it will just ask for the five digit numbers underneath your router, labeled as Recovery Key.
24:00
Speaker 1
Okay. And the other thing is it says to log in with my links to Linksys Smart Wi-Fi account, I can click here. So that's my old router. So it did have that on. Yeah. Yeah. Okay. Well, I clicked on the reset password. And. Now we recovery code, I guess, is one, two, three, four, five. Oh, okay. Recovery code okay.
25:00
Speaker 2
No need for account. It's no longer working on the router. That's why I urge you to type in the router password instead. I mean, to have it updated. All right. No, that's the screen. That's on the screen. It's on the sticker underneath the router, the recovery key. It's different. Kind of text.
25:00
Speaker 1
Oh, let me look at that. Oh, there it is. Okay. Yeah, I just found the found the recovery key. Okay. Now I can create a new administrative password and hint. Okay. [silence]
26:00
Speaker 2
Let me know once you're log in. Uh-huh. All right, man.
26:00
Speaker 1
No, I think that'll help get me started and going with what I've got here. So, okay. Hey, well, I guess that's it for right now, then. Anything else? I don't know. I'll just, I'll just. Okay, well, I'll go ahead and see what I can get done here then. Thank you. I will.
27:00
Speaker 2
Any other concerns expect from that? Okay. this said actually not unless if you have other concerns. are you okay or you're totally fine now we in regards to the with the product. it's solid blue meaning it's online so it's already up and running. if you want it it to change the name, the guest access it's all in there okay on the Linksys page. Okay. Let it's me if every India or assistance just call us back okay. You're always welcome.
27:00
Speaker 1
Thank you very much fot your help.
28:00
Speaker 2
But for NOSIM, you're welcome, bye-bye. Bye-bye.
28:00