V2 Rubric Detail — a1df5982-6e6e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 19:14
Duration
32m 2s
Contact
Shyqari Gashi
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134324
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Connect to the Linksys App
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall80.3% (+52.3)

V2 Grader Summary

The agent performed solid troubleshooting and correctly identified that remote access is currently unavailable for the MX6200 due to a platform rollout, but local access was successfully established. While ownership and technical process were strong, the primary customer goal of remote app control was not met, and minor communication gaps reduced overall effectiveness, resulting in a partial resolution.

V1 Case Analysis

Customer unable to add MX6200 to Linksys app. Agent incorrectly used 5-press reset, directed to myrouter.info, and falsely stated remote access was discontinued. No valid resolution provided.

Troubleshooting Steps
  • Collected customer name, email, model, and serial number.
  • Instructed 5-press reset on MX6200 router (incorrect method).
  • Verified router LED status (solid white).
  • Directed customer to http://myrouter.info (incorrect URL for MX series).
  • Suggested reinstalling the Linksys app.
Key Observations
  • Agent incorrectly used the 5-press method on MX6200, which is only valid for firmware ≤1.0.6 (not confirmed) and is an escalation tool, not a reset method (universal_5press_models.md).
  • Directed customer to http://myrouter.info, which is for SPNM6x/LN series, not MX6200 (universal_support_contacts.md).
  • Falsely claimed that remote access via the Linksys app was discontinued, which is materially incorrect (linksys_cloud_account.md).
  • Did not verify or request the router admin password before attempting login steps.
  • Failed to offer any valid escalation path or self-help resources despite unresolved issue.
Positive Highlights
  • Collected customer name, email, model number, and serial number accurately.
  • Confirmed router LED status and ensured device was online before proceeding.
  • Attempted to reinstall the Linksys app as a troubleshooting step.
Agent Errors / Gaps
  • Incorrectly instructed 5-press reset on MX6200 without confirming firmware version; this method is not intended for general reset and is only conditionally supported (fw ≤1.0.6) per universal_5press_models.md.
  • Provided incorrect local access URL: http://myrouter.info is for SPNM6x/LN series, not MX6200; correct URLs are http://192.168.1.1 or http://myrouter.local per universal_support_contacts.md.
  • Falsely stated that remote access via the Linksys app was discontinued, which is materially incorrect and contradicts Linksys support policy (linksys_cloud_account.md).
  • Failed to confirm whether the customer had successfully logged into the router locally or paired the device with the app after steps were performed.
  • Did not escalate or provide any KB article or self-help path for app connectivity issues.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 97%
Customer wanted remote app control; agent confirmed local access works but remote access is currently unavailable. Issue not fully resolved, but best available outcome (local management) was achieved.
R2 Met Diagnostic thoroughness conf 98%
Agent guided customer through 5-press reset, verified LED status, reinstalled app, accessed local web UI — all relevant, sequential steps for setup/connectivity issue.
R3 Met Correct resolution path conf 95%
Agent correctly identified MX6200, used proper reset method, and provided accurate path: local access is functional, remote access temporarily unavailable per current rollout status.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent gathered model, serial, ISP, confirmed LED state and app behavior — targeted questions that identified the root cause: remote access limitation, not device fault.
T2 Met Appropriate tools / resources used conf 94%
No advanced tools needed; agent used correct KB-based steps (5-press, web UI access) appropriate for the issue. Customer-side actions were necessary and properly guided.
T3 Partially Met No misinformation conf 90%
Agent incorrectly stated MX6200 should show solid white when online (correct is solid blue); also overstated discontinuation of remote access as permanent, though it's a temporary rollout issue.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained general control but had unexplained silences, repeated requests for name/email, and placed on hold without clear timing — minor lapses in call framing and transitions.
C2 Met Confirmed understanding conf 95%
Agent used simple language, confirmed understanding, adapted to customer’s pace, and repeated instructions when needed — effective for non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, researched the remote access status, and followed through on the hold promise.
O2 Partially Met Proactive follow-through conf 90%
Agent mentioned future updates via email/app but gave no timeline or specific action, leaving customer without a clear next step for resolution.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
No escalation needed — agent correctly determined remote access limitation is a known platform status, not a hardware or account issue requiring higher support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted — category fully N.A.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite and thanked customer, but did not explicitly acknowledge frustration over losing expected remote functionality, missing a key empathy opportunity.
X2 Met Tone & rapport conf 94%
Agent matched customer’s tone, allowed pauses, checked in after steps, and adjusted pacing — maintained engagement throughout.
X3 Partially Met Overall experience conf 91%
Agent asked for name and email twice unnecessarily, increasing customer effort despite having already collected the information.
Call Transcript56 turns · 59 lines
Speaker 1
[silence] Hi, Berlin. I'm trying to login to my linksync application. [silence]
00:00
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 www. linksys.com/ USA. Register.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's 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. Hi, thank you for calling Linksys Tech Support. My name is Dylan. How can I help you today?
00:00
Speaker 1
المصور
01:00
Speaker 2
The reason you were trying to access the router settings is for you to add the child node
01:00
Speaker 1
connect that to my account on linksys app on iPhone. And I cannot connect that one to my account. I want to control things through my phone. Okay. So, my first name is Shicherie. S-H-Y-Q-U-E-R-E dot.
02:00
Speaker 2
Hmm I see. I see. Uh let me check that one first sir and gather some information from you and see what I can do to help you out with your concern, okay? Uh let me check first. Let's see, I am- let me just create a quick record here. Starting with you providing me your first and last name. Um sorry, that's uh may I have your name please, sir, if I may?
02:00
Speaker 1
SHYQ, yeah, as in Samsung, S-H-I. Yeah, I gotcha. Correct. So my email address is my first name, last name, and then number one at gmail.com. Yeah, my email. Yeah, first name, last name number one, and then at gmail.com. Yeah, that's right.
03:00
Speaker 2
Gachi. okay. All right. So how about your email address? Okay. okay. That's your... That's your first name and last name. Okay. So that's You know. I just got one chime on calm. okay.
04:00
Speaker 1
Yeah, sure, just give me a second to grab it. Okay. So serial number first, or do you want the model? Okay. So five eight W one zero M 28 D zero nine five
05:00
Speaker 2
Now, can you provide me the model number and the serial number of your Bluetooth router? Now, you can provide
05:00
Speaker 1
Six Zero. That's correct. Some, I type a U.S. I'm just calling for the support. It's a local company called Telecom of Kosovo. Sorry, come again. Telecom of Kosovo. Yeah.
06:00
Speaker 2
Okay. So, let me just repeat that one, sir. It's 5 8 A W 1 0 M 2 8 D 0 9 5 6 0. Okay. Thank you so much for this one. And may I know, who's your internet service provider? I'm sorry, sir, that's... I'm sorry. Uh, what was that again? Lusicom. Of... uh by the way sir may i know where you call-in from right now? Castleville. [silence] get it. Let me just check the one here quickly.
06:00
Speaker 1
Mhm. Yeah, sure. Take your time. Yeah, sure. Take your time. [silence]
08:00
Speaker 2
uh let let me just check your router here, sir, and finish up the record that I'm creating for you. Just a moment. Just bear with me. [silence] Okay.
08:00
Speaker 1
[silence]
09:00
Speaker 2
okay, so I can see here sir that you have a Linksys router with model number MX 6200 correct? rt okay and I know how many nodes do you have right now? only one_note. I see okay.
09:00
Speaker 1
So I cannot, if I go to my Linksys app right now, it asks me to log in. And when I log in, like, let me just go ahead. But when I log in, it was basically give me a second. It couldn't find the router to add to my account at all.
10:00
Speaker 2
[silence] What was the error sir? Alright, sir. Here's what we're going to do first. Uh can you ensure um can you ensure first that your link I mean your your phone is connected to the Wi-FI and uh your Bluetooth is enabled?
10:00
Speaker 1
Yes, I have both my Wi-Fi and I'm connected to this router. I tried that. Yeah. Uh, but I can try it again if you would like. Okay. [silence] I'm installing it. Okay, should I uh, log in?
11:00
Speaker 2
Okay. Can we try to uninstall, reinstall the Linksys app? Okay. Let's try it again, sir. Mhm. Okay. Yes sir, so let's open it. And just tell me what's showing on.
11:00
Speaker 1
So initially here it says manage your Wi-Fi or set up a new Wi-Fi network. Yeah, yeah. uh let me talk it shows the blue light. Uh how do you mean it's not online? Okay. Okay. Huh.
12:00
Speaker 2
Okay, so since you're... Uh, by the way, is your router, um, working fine? Like, does it show solid white lights? Duh... Oh, I see. So it's not yet online, sir. That's why. Umm, well, for MX 6200, sir, the light indicator should show white for it to uh which it it means it's, um, solid white, okay, to um so you can say that it's online. So, let's configure first, your router, for it to go online.
12:00
Speaker 1
how do I do that? So reset five times within five seconds, OK, I'm gonna do that now. [silence] I did that and it's showing the red light. OK.
13:00
Speaker 2
Sir, Okay, So on your router, Sir Press the reset button five times within five seconds not too fast, not too slow Press the reset button five times top within five seconds Okay, give it some time um let it reboot
13:00
Speaker 1
of the LED.
14:00
Speaker 2
Okay looks good
14:00
Speaker 1
Should I connect now to this? to my linksys app? or? No, it's still, like, flashing white. No, it's a yellow dot. Okay. Yeah. No, it's back. Now it's solid white, sorry.
15:00
Speaker 2
uh is it already stable white? Okay. yeah it should be at least two minutes sir. give it at least two minutes. yellow. like a solid yellow? Okay and then
15:00
Speaker 1
Yeah, it's all the life. OK. Mm. OK. Give me a sec. Yeah, I'm connected to the Wi-Fi. OK. Yeah, I opened it and now it says manage your Wi-Fi and another button set up a new Wi- Fi network. Mm-hmm. And then I have login to your gmail
16:00
Speaker 2
That's good. So now it's all right. Okay. So it means that it's now on, online. Um, let's connect to the Wi-Fi. Okay, that's good. All right. So, um, let's go back to your Linksys app. Yeah. Okay. So let's choose manage your Wi-Fi.
16:00
Speaker 1
uh. OK. Should I insert this uh, uh, password as a recovery key? or I yeah, I can see that one. uh. Just give me a second. uh. Should I log in? I
17:00
Speaker 2
Okay, we can use router password. Now, you can use the Wi-Fi password, the default Wi-Fi password that is located underneath your Linksys router. Yes, sir.
17:00
Speaker 1
So, when I typed-log-in, it says an error under the password. We have updated our password requirements to keep your account-safe. Mm-hmm, yeah. Okay. Yeah, I'm creating one. And bear with me. [silence]
18:00
Speaker 2
okay alright sir just uh create a new password that would be your uh uh default admin uh password moving forward if you're going to access your uh license app that will be your password okay
18:00
Speaker 1
OKAY. OKAY. Now I can see my application. Do I need to kind of create a account connected remotely or how does it work? Hm. How can I do that? Can you help me out with that? [silence]
19:00
Speaker 2
Okay, that's good. Um, if you wish to, like, access it remotely so that you can check it still, even without, um, even without your router physically, uh, you need to associate your router with your email. Oh, okay. Sure. Um,
19:00
Speaker 1
Yeah, yeah, yeah. Yeah. Mm-hmm. Mm-hmm. No, safe browsing, family time, Wi-Fi settings, get networks, speed [silence] at the bottom. I see set up a new product, logout, held about links right now, I'm sniff account network administration, advanced settings. [silence]
20:00
Speaker 2
okay you can see the the three lines on the upper left corner okay you you tap on that okay and then yeah you got on the bottom part you can see their account you can see account
20:00
Speaker 1
like, internet settings, board settings, Wi-Fi Mac filter, local network, links, store, I don't see any account Okay, yeah, I have my laptop here linksys.hearremotemanagement.com, right?
21:00
Speaker 2
you can see account IC I think okay uh... all right remember okay uh... we can actually try uh... creating your remote access through the linksys web ui okay uh... no sir let's try let's open 192.168.1.1 HTTP colon
21:00
Speaker 1
yeah this shows me the welcome and enter your router and password to proceed no it just asks me ask asks
22:00
Speaker 2
So you type it in the address bar. http://192.168.1.1. Okay. Oh, okay. So, I didn’t ask you for the email and password to set up.
22:00
Speaker 1
default Wi-Fi password.
23:00
Speaker 2
okay. okay. [silence] okay. let's try if we can uh access that. Uh let's input [silence] is this your first time like uh logging into the web UI? [silence] The Linux web user interface?
23:00
Speaker 1
Yes. Yeah, like, uh , I inserted my password that I created now and now it says, personalize your Wi Fi name and password. It's already correct. And then gas network, I don't want to do a separate for gas. Night, I don't want to activate that either. Now, it says to configure advanced settings, visit my router.info.
24:00
Speaker 2
Okay, yes, sir.
24:00
Speaker 1
Should I go to this my router.info? It says trying to reach, Linksys now. If you are an administrator Links to now Daisy, Wi-Fi 7 router and it is based, this might be due to one of the reasons. [silence] Uh first, your current device is not connected to your router network. Your VPN is enabled, you're you're using a custom DNS provider. Please ensure this device is connected to the Linksys now router.
25:00
Speaker 2
Okay. Yes, you can go to my router.info for advanced settings. [silence] [silence] I see. Um, let's go back to the
25:00
Speaker 1
If I go to 192.1.68.1.1, it asks me for access to router and it shows me the login page, the app, button to unblock the app. It shows this sign in page. And now if I login, it shows me on the left side is smart TV tools and router settings and on the right side is network status that device, router and the internet are connected.
26:00
Speaker 2
192 168. And then just, just keep the you know as a I'll go to link sys now. [silence] [silence] [silence] Would what does it show again? [silence]
26:00
Speaker 1
Yes. Yep. that's yeah. Yep. What your It's just Apps, Center, help, links, this 0956 0. Okay. It shows me a window that I can edit the name and
27:00
Speaker 2
Oh okay. So we are now, I mean, yeah. You're now connected sir. I mean, you're already on the dashboard. Okay, um, on the upper side in line with the Lynk's Linksys Smart Wi-Fi text, can you see there app center, help home Wi-Fi and then your name, account. Okay, you click on Lynkys 09 and what can you see there?
27:00
Speaker 1
So, the firmware version, manufacturer, name, connected to OS model, IP address, VIX my card dress, all those are things. No, I don't see any account here. Okay, yeah. Yeah, sure.
28:00
Speaker 2
there's no account? i think we have a rollout for this specific access. let me just check to make sure that i got it right, sir, okay? let me just put you on hold for 2 to 3 minutes, okay? i'll be back. alright. you're on the line. Hello sir, thank you so much for patiently waiting. Um I've double checked here and unfortunately, sir, um we had the roll out last month and um we have discontinued the remote access. technically you can only access your router through.
28:00
Speaker 1
Oh, okay. Will that come back like later on or [silence]. Okay. All right. Thank you. Have a good one. Yeah, bye. Bye.
31:00
Speaker 2
Well, we are still working on it because I believe the linksys app is still updating though. we also have the latest router that doesn't really use the linksys app. So, we're still figuring things out and we will just update you soon through email or through the linksys app notifications. All right, sir. Thank you so much for your understanding. All right, you too, sir. Have a great day and take care. Thank you for calling linksys. all right, bye for now.
31:00