V2 Rubric Detail — 9f92a08a-74d6-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 22:54
Duration
7m 17s
Contact
Gerry Catz
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135426
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7500 - unable to access App

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall78.4% (+2.4)

V2 Grader Summary

The customer successfully accessed the router and confirmed device visibility, indicating full resolution. While the agent gave one inaccurate explanation about 'cloud intrusion,' the core technical guidance was correct and effective. The interaction concluded with customer satisfaction and functional access restored.

V1 Case Analysis

Customer unable to log into router admin UI with email; advised to use router admin password and five-digit recovery key (25392) for password reset. Cloud login limitation explained. Resolution likely but not confirmed.

Troubleshooting Steps
  • Informed customer to use router admin password instead of email address for local login.
  • Guided customer to reset admin password using the five-digit recovery key (25392) printed on the router label.
  • Explained cloud login limitation and advised local login only when on the home network.
Key Observations
  • Agent gave accurate recovery-key password reset instructions per KB.
  • Agent correctly explained why cloud email login fails for local admin access.
  • Agent did not collect model, serial number, or warranty information (protocol gap).
  • Agent did not confirm successful login after password reset (resolution gap).
  • Agent provided clear, empathetic communication throughout.
Positive Highlights
  • Accurate technical guidance on router password recovery using the five-digit recovery key.
  • Clear explanation of cloud login limitation for local admin access.
  • Demonstrated patience and empathy with the customer.
Agent Errors / Gaps
  • Missing product model/serial collection (protocol gap).
  • Did not confirm successful login after password reset (resolution gap).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at end: 'yes, I see the devices' and expresses understanding and gratitude, indicating successful access to the router interface after password reset.
R2 Met Diagnostic thoroughness conf 94%
Agent confirmed internet functionality, directed use of recovery key, and guided through reset steps—logical, relevant troubleshooting sequence.
R3 Met Correct resolution path conf 96%
Correctly applied non-destructive recovery-key method for SPNM6x/LN1600 series per KB; avoided unnecessary factory reset.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Identified symptom (can't access admin UI), verified internet was working, and correctly inferred authentication issue requiring password recovery.
T2 Met Appropriate tools / resources used conf 95%
No tools required—agent used correct KB-backed method (recovery key) without over-reliance on customer-side diagnostics or unsupported workarounds.
T3 Not Met No misinformation conf 98%
Agent claimed 'issue in the cloud' and 'intrusion security level is weak in the cloud room' as the reason to avoid email login. This is materially incorrect and unsupported by any KB; the KB states cloud access is for remote management and local access is 'more secure', but never mentions a global cloud security breach or 'intrusion levels'.
Communication
C1 Partially Met Clear & professional language conf 88%
Lacked clear opening agenda; used filler phrases ('there there there'), though maintained control during reset process.
C2 Partially Met Confirmed understanding conf 85%
Used accessible language but introduced confusion with unsupported 'cloud intrusion' explanation; did not verify understanding of technical risk claim.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, provided full reset guidance, and did not transfer or disengage prematurely.
O2 Partially Met Proactive follow-through conf 86%
Gave immediate next step (reset password), but did not set follow-up plan or timeline if issue recurred.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or available; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted—issue resolvable at L1 via standard recovery procedure.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Expressed empathy ('I know the feeling'), remained patient during delays, and closed warmly with appreciation.
X2 Met Tone & rapport conf 92%
Matched customer’s pace, allowed time for input, and adjusted tone to be supportive during frustration.
X3 Partially Met Overall experience conf 86%
Reduced effort by guiding to recovery key, but did not proactively explain password complexity rules, causing customer to struggle with validation.
Call Transcript12 turns · 12 lines
Speaker 1
This is Lycus technical support calling. This call is recorded for quality assurance. please hold as we connect you to a Lycus specialist. Hi, Jerry, you there? I just arrived. Now, uh you mentioned that you cannot access the tool to, uh, access to monitor your router. Are you referring to the web interface in the computer or telling sis application in the mobile phone? Mhm. Go ahead. [silence] casting. [silence] You've hero.
00:00
Speaker 2
so
00:00
Speaker 1
Do not choose the email address, don't, don't choose the email address. Use the router password. It will not work if you use the email address. There's an issue right now with the account, okay? there There there there. Yes. And if you forgot the router password, you can reset. Go ahead, I will wait for you. And it will ask for the security code. The security code is underneath the router. The the five digit number. Sorry, take your time. Be careful, Jerry. I'm an old timer.
01:00
Speaker 2
ou. Let me log out and log back in again. Connecting to my router. Okay. enter my email address. If does that, I log- oh. So I should use the router password. Okay. I'm gonna reset the password. Okay. Back up to the closet. No, it's okay. It's okay. You're very, you're very kind.
01:00
Speaker 1
That's okay, I know the feeling. There is internet right? You don't have issues with the internet connection? [silence]
02:00
Speaker 2
[KEEP_UNCERTAIN] ding, ding, ding, ding. OK. Let me just see. I sorry. I mean, what you said let me just get that let me get that it says recovery key is 2 5 3 9 2. Let me put that end. 2 5 3 9 2. Continue. new password.
02:00
Speaker 1
Did it work?
03:00
Speaker 2
Um, no, I have to make up a password, so, just give me a second.
03:00
Speaker 1
yeah it it doesn't allow more consecutive characters right is see it
05:00
Speaker 2
[beping] Boy, this is picky. Okay. [sniffle] Oh, here we go. I see
05:00
Speaker 1
Mm-hmm. No. Good. So that's the easier right now. If you use the email, it will not work. The reason is there's an issue in the cloud and uh we should turn off that one because we have reports, not just from Linksys, but other devices as well, coming from the plan. Need year. There's an intrusion security level. security level is weak in the cloud room. So you can you can connect to the router direct when you are in the house, but outside of the house, no. It's not secure. So don't use that email. Got it. Mm. You too, Jerry. And have a nice day. Thank you for coming for the Jerry. Bay Bay, Jerry.
06:00
Speaker 2
yes, I see the devices. mm-hmm. Yeah, I, I, I guess I I understand that now. Yeah, I understand that. Yes, I understand. I I understand. Yeah, thank you very much. You're very helpful. Okay. Have a good evening. Okay. Thank you. Thank you very, very much. Okay, bye. Bye.
06:00