V2 Rubric Detail — 9bf4da10-794a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 14:54
Duration
16m 30s
Contact
Diana Matuszewski
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00068291
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry
⚠ 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
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall69.4% (+13.4)

V2 Grader Summary

The agent correctly applied the recovery key process for the MR9600 but failed to diagnose a potential UI rendering issue ('access V-E-L-O-P') using the direct URL workaround. Consequently, the customer remained unable to log in via the laptop, resulting in a partial resolution. Technical accuracy was maintained, but tool use was incomplete given the atypical symptom presentation.

V1 Case Analysis

Customer unable to access router admin page on laptop; advised to use 'Forgot password' with five-digit recovery key. Customer attempted via iPad app but web login remained inaccessible. No confirmation of success or follow-up scheduled.

Troubleshooting Steps
  • Confirmed customer is attempting to access router via 192.168.1.1 and myrouter.local
  • Identified router model as MR9600
  • Directed customer to use 'Forgot password' on myrouter.local
  • Instructed customer to enter five-digit recovery key from router label to reset admin password
  • Explained distinction between Wi-Fi password and router admin password
Key Observations
  • Agent provided technically accurate and KB-compliant guidance: using 'Forgot password' with the five-digit recovery key is the correct non-destructive method for MR9600 (per linksys_now_login_admin.md).
  • Agent correctly identified the model as MR9600 at [04:00] and confirmed it with the customer; this satisfies model verification for this call type.
  • Agent never confirmed whether the customer successfully entered the recovery key or reset the password; the customer expressed ongoing confusion and lockout at [12:00] and [13:00].
  • No case number was created or referenced, and no follow-up, escalation, or self-help path was offered despite the issue remaining unresolved.
  • Customer shifted focus to using the Linksys app on iPad to view connected devices, but the original issue (web UI access on desktop) was not resolved.
Positive Highlights
  • Correctly identified the router model as MR9600 and confirmed with the customer at [04:00].
  • Provided accurate technical guidance per KB: directed customer to use 'Forgot password' on myrouter.local and enter the five-digit recovery key to reset the admin password (linksys_now_login_admin.md).
  • Clearly explained the difference between the Wi-Fi password and the router admin password, preventing potential confusion.
  • Maintained a polite and patient tone throughout the call, allowing the customer time to attempt steps.
Agent Errors / Gaps
  • Did not verify the outcome of the password reset procedure.
  • Failed to create or reference a support case number.
  • Did not establish a clear next step or follow-up plan for the unresolved issue.
  • Did not troubleshoot why the web interface remained inaccessible after the recovery process was initiated.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call without confirming successful login on laptop; no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent suggested recovery key method but did not verify key entry, browser cache, or troubleshoot UI corruption ('access V-E-L-O-P').
R3 Met Correct resolution path conf 96%
Agent correctly identified recovery key path for forgotten admin password on MR9600 per KB.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom and model but missed diagnostics: correct URL, browser cache, UI corruption as possible blank-screen issue.
T2 Partially Met Appropriate tools / resources used conf 88%
Agent relied solely on KB procedure despite clear symptom of corrupted UI text indicating known rendering bug requiring tool-based mitigation.
T3 Met No misinformation conf 97%
All technical information (recovery key location, admin vs Wi-Fi password, reset process) aligns with KB documentation for MR9600.
Communication
C1 Met Clear & professional language conf 95%
Agent opened call professionally, maintained control, guided customer through steps, and responded to interruptions without losing focus.
C2 Met Confirmed understanding conf 94%
Agent used clear, non-technical language, acknowledged confusion, and adapted explanations for device differences (iPad vs laptop).
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed on the line, did not transfer, and attempted to guide customer to resolution without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 90%
Agent gave immediate next steps (use recovery key) but did not set expectations for follow-up or offer callback if unresolved.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed patience ('no worries there'), acknowledged effort, and remained courteous despite frustration.
X2 Met Tone & rapport conf 93%
Agent matched customer’s pace, allowed time for iPad testing, and responded calmly to confusion and stress.
X3 Partially Met Overall experience conf 87%
Agent required customer to manually locate recovery key and switch devices but did not suggest remote alternatives (e.g., direct UI URL) that could reduce effort.
Call Transcript19 turns · 23 lines
Speaker 2
Welcome to Linksys 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.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Yes, Ben, what I'm trying to do is I guess I haven't been into my I I'm trying to check some stuff in my router. It's been a while. And I can't seem to get into it. It comes up access V-E-L-L. I've tried all the passwords I possibly had and I can't get in. Can you help me? Yes. I'm trying to get into it on my laptop computer, which is where I was able to do before and I can't seem to get in there now.
03:00
Speaker 2
Hi, thank you for calling Linksys. My name is Brent. I'm going to help you today. To confirm, you want to access your Linksys router. I see. To confirm, am I speaking with Miss Diana? Match
03:00
Speaker 1
Yes you are. Correct. Yes it is. I went on to the 192.168.1.1. I couldn't get through there. Uh, I I don't know and then I went into something that comes up with a login with your router password and then it comes in with um, access V-E-L-O-P router password and I I put in different words I've had in there and it just isn't coming up. What am I doing wrong?
04:00
Speaker 2
Four one nine two six two nine, seven zero five. Perfect. Thank you so much. Uh just to confirm, is the model number of your router, is it an MR 9600? All right. Thank you. You mentioned you tried to search or tried to access your link this router. What was the website that you tried to search? and to confirm your laptop is it wired or wirelessly connected to the Wi-Fi or the internet with a wire? Alright thank you so much. And is it connected to your Linksys? Alright can you try opening a new tab? On a new tab try searching my router period local all in one word hit.
04:00
Speaker 1
Okay, it came in sign in, log in with your router password and then it has a square box and it says access, B-E-L-O PLP, router, password. Okay. Yes, 7 4 0 1 6. Okay. Oh, I have to create, why do I have to create a new one?
06:00
Speaker 2
Is there an option that says Reset password? Can you click on that one? Once you click on that one, is it asking for a five-digit recovery key? Look underneath your Mr. 9600. There should be a five-digit recovery key there. You need to use that key to type it into the laptop. All right. Now, after you've entered the recovery key, it should be asking you to create a new router password instead. This router password
07:00
Speaker 1
Even okay, right now my, I guess I'm kind of confused because when this was set up, um, it was set up what maybe using my iPad. Does that make a difference if I'm using the iPad or the computer? Shouldn't it be the same? If I'm logging into
08:00
Speaker 2
Take note, this is not your Wi-Fi password. This router password is just for you to log in to your LinkSys account or to the LinkSys router's settings. So without this password, you cannot enter the router's settings. So in-- so in terms of our suggestions, please write it down on a paper, so the next time you might need to re-enter the router settings page, you need to use this password. [silence] In terms of the password, for-- yes. In terms of logging in, they should be the same. For example,
08:00
Speaker 1
You know what? I'm going to do something here. If you don't mind while I have you on the line, I'm going to check my iPad password and see if it gets me in there, because it's something weird that I can't get in on my computer. That's very weird. And I can access this with the Linksys app on my iPad because we've been having some difficulties with our security system. And those guys were just out and I wanted to check my whole system of what was on there. And this is where I'm finding out. I've been unable to get on.
09:00
Speaker 2
If you try using the Linksys app, which is where this unit is compatible. and you created an admin password there or a router password, it should also work on this web interface. But if you can no longer remember the router password, this is the time we need to reset and create a new one instead. You can also recycle passwords if you need to. Go ahead.
09:00
Speaker 1
So let me try this on my iPad and see if I get on. I appreciate your patience here.
10:00
Speaker 2
Go ahead. no worries there. as long as we can help. [silence]
10:00
Speaker 1
[silence] Wow. This is ridiculous. I wonder can they can they change the password on me if they were doing stuff with it? I'm I'm I'm I'm very confused. [silence] Wow. I'm going to try one. I'm locked out all over. Gee. I'm trying the various ones that I've had go on there and they're just, oh my. I, I never thought I'd have this kind of experience. I'm going to try one more thing here. [silence] I am just very confused. Now this is kind of weird because I have your Linksys app on my iPhone, okay? And I was able to get into look at what's on there, but when I try to log in to the, let me try one more time. Hold on again here. I can, I can log on to get the link this stuff here. It's got a question mark.
11:00
Speaker 2
Alright. When you mention about IRM, you mean all devices that's connected right now? On your app, there's a device list. In the device list, it shows all devices connected whether it's currently online or offline. So, you can check all devices there.
14:00
Speaker 1
I can print those off. Okay, okay. That makes sense. And if I have, say I have a, say it's a iPhone and there's a two behind it, does that mean that there's two phones listed for that individual? Now, I, never mind. I answered my own question on that one. Okay. I think I've got it now. All right. I, I, I, all right. I appreciate your help. It's just, I'll, for some reason, I'm not able to get it on to the big desktop computer. [silence] And [silence] Okay.
15:00
Speaker 2
No, unfortunately, there's no option. The only option for it is to take a screenshot and from that screenshot, you can, you can print it out, but other than that, there's no other option to print it out as a documented form.
15:00
Speaker 1
But I can get those on my iPad. So that works out for me. I think you, and I appreciate your help. Thank you very much. You too. Bye-bye.
16:00
Speaker 2
[silence] I see. [silence] All right, thank you so much for calling Linksys. [silence] Take care and have a great day. [silence] Bye bye for now.
16:00