V2 Rubric Detail — a72a00fc-64d9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 14:35
Duration
37m 17s
Contact
Micheal Mckenne
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132956
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: SPNM60TB Unable to login on the App using router password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect technical guidance: claiming 'admin' (lowercase) is the default password for an SPNM60TB (which uses WiFi password or 'admin' only when unconfigured) and directing to a non-existent 'S-Y-S-I-N...CGI' page constitutes a critical accuracy failure.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.12/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent correctly accessed the router via web UI and reset the password, avoiding a factory reset. However, they provided materially incorrect technical information (default password 'admin', invalid CGI path) and failed to confirm the app login was resolved. Empathy and effort reduction were lacking, especially during the unsupported speed troubleshooting. The call ends in partial resolution with a critical accuracy failure triggering auto-zero.

V1 Case Analysis

Customer unable to log into Linksys app due to router password rejection. Agent guided to 192.168.1.1 and used 'Forgot password' flow without requesting the required five-digit recovery key. App login success not confirmed. Call drifted into unrelated speed/IP troubleshooting without resolution.

Troubleshooting Steps
  • Collected model and serial number (SPNM60TB, 60LLK60TB5Q26009309).
  • Directed customer to access router via http://192.168.1.1.
  • Guided through 'Forgot password' reset flow without recovery key verification.
  • Advised to close and reopen Linksys app after reset.
  • Introduced unrelated wireless speed troubleshooting and SYSINFO.cgi access attempt.
Key Observations
  • Agent incorrectly suggested 'admin' as default password at [00:00], which is invalid for SPNM series per KB.
  • Agent failed to request the five-digit recovery key during password reset at [11:00]-[12:00], violating KB procedure for SPNM6x routers.
  • No verification of app login success after reset at [14:00]-[15:00].
  • Call derailed into unrelated speed discussion at [18:00] and invalid SYSINFO.cgi instruction at [34:00].
  • Agent referred to 'Logitech routers' at [14:00], indicating confusion about product line.
Positive Highlights
  • Collected model and serial number despite garbled input at [03:00]-[06:00].
  • Correctly directed customer to http://192.168.1.1 for web UI access at [10:00].
  • Initiated the 'Forgot password' flow which could lead to recovery if properly completed.
  • Maintained polite tone and allowed customer time to perform steps.
Agent Errors / Gaps
  • Provided incorrect default password suggestion ('admin') for SPNM60TB at [00:00]; KB states default router password is the Wi-Fi password printed on the label.
  • Skipped required recovery-key step during password reset per KB guidelines at [11:00]-[12:00]; SPNM6x routers require the five-digit recovery key for non-destructive password reset.
  • Failed to verify that the Linksys app login succeeded after password reset at [14:00]-[15:00].
  • Introduced unrelated and unproductive wireless speed troubleshooting at [18:00], which did not address the original login issue.
  • Instructed customer to access SYSINFO.cgi page at [34:00], which is not a standard or supported troubleshooting step per KB.
  • Misidentified customer's router as 'Logitech' at [14:00], showing product confusion.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent helped customer access the router via web UI and reset the password, but did not confirm resolution of the original issue (Linksys app login failure) before closing the call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer to use 192.168.1.1 and reset the password via 'Forgot password,' but did not verify recovery key entry or confirm app functionality afterward.
R3 Met Correct resolution path conf 95%
Agent correctly avoided factory reset and used the non-destructive recovery key method, which is the proper path per KB for SPNM60TB.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (app loop on password) and asked about reset attempts, but did not ask about the recovery key or confirm the model’s default password logic.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the local web interface (192.168.1.1) to bypass the app issue, which is a valid and supported troubleshooting method.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated 'admin' (lowercase) as a default password, which is wrong for SPNM60TB; also provided invalid CGI path 'S-Y-S-I-N...CGI' not documented anywhere.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow but lost focus by introducing an unrequested speed discussion and placing a long hold without clear purpose or transition.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms without simplification; misnamed 'Logitech routers' shows lack of attention, but otherwise adapted to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent collected model, serial, name, email, and ISP info, and performed full troubleshooting without transferring or abandoning ownership.
O2 Partially Met Proactive follow-through conf 85%
Agent instructed to close and reopen the app but did not set expectations for outcome or offer follow-up if it failed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer’s frustration over repeated failed attempts or time spent troubleshooting prior to the call.
X2 Not Met Tone & rapport conf 90%
Agent continued with complex CGI instructions despite customer confusion ('could you say that again'), showing no adjustment in tone or method.
X3 Not Met Overall experience conf 95%
Agent asked customer to perform high-effort steps (typing raw IP + CGI path) that could have been avoided by using standard UI paths or simpler diagnostics.
Call Transcript44 turns · 53 lines
Speaker 1
Hi. I'm using obviously the Linksys, I've just started using the Linksys router and I downloaded the Linksys app. But every time it asks for the router password, it just returns and asks me the same question again. Well can you stay on the line two seconds and I'll try it? Two seconds.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi. Thank you for calling Linksys technical support. My name is Eli. How can I help you? Oh, okay. So if it's asking for a router password, like, did you use or did you try using the word admin? That's ABMIN, all lower case. Yeah, you can absolutely try it.
00:00
Speaker 1
No. just saying, oh, yeah, but I've got 4 counts left here. Well, it says it on on the the the stuff the instructions that I was given, it says that the router password is the same as the Wi-Fi password. So I've been entering the exact same thing.
01:00
Speaker 2
okay. Okay. um, there will be a limited, um, attempts on that one. Uh-huh. Um, how many attempts have you already done? Uh-huh. Yeah.
01:00
Speaker 1
they're both the same they're both the same. I've done the I've done like I've done the reset. I done that yesterday. yeah I tried to reset because obviously when it wasn't working. I I've been looking online rather than call you. I've been using like D-Link support and things and it's telling you. Because it wasn't excepting the password one of the options was reset password. And to do that obviously you've got to press reset button at the bottom. So I did I did. Yes so I did that yesterday. But today has tried to.
02:00
Speaker 2
Did you try using the Wi-Fi password or the password that is underneath the router? Did you try using it earlier? Okay. How about this one, ma'am? Instead, I mean sir, can you, there should be an option to reset the router password. Oh, you've done it yesterday?
02:00
Speaker 1
use the app the Linksys app I've registered my account obviously with Linksys I've put in my email address my password it tells me that the network has been found then it asked me for the router password now the router password should still be the same as the Wi-Fi password and when I've entered that it just returns it asked me the same question now you've asked me to put in at admin and I've tried that and that's not working either two seconds
03:00
Speaker 2
Uh huh. Uh huh. Okay. Um, how about with this one, sir? Um, how about we access directly the web browser interface of your Linksys router so that we can work everything on there and not on the app. Uh, but before we proceed on that, sir, can you give me the model number and the serial number of your Linksys router, please?
03:00
Speaker 1
The model number is FPNM6Q is L. Lima. K. Six, 0. T. B. Five, Q. Two, 6700, 9309. Sorry. Listen, it's L. K.
04:00
Speaker 2
Okay, and can you give me the serial number please? above zero beta Bravo.
04:00
Speaker 1
six zero L L K six zero T for Tommy B for bit five Q for queen 2600 sorry after the number five Q as Q for queen and then it's 26
05:00
Speaker 2
all six zero, six zero. Uh-huh. Uh-huh. Okay. You like, uh, I'm so sorry, sir. So, uh, after the number five is two, and then after the number two is letter Q. Uh-oh, okay. And then...
05:00
Speaker 1
009 309.
06:00
Speaker 2
OK. Okay, 9309. Thank you so much. Give me one moment. And who is your Internet service provider, sir? OK. Thank you so much. OK. Give me one moment, sir.
06:00
Speaker 1
My name is Michael McKenna, M-C-K-E-N-N-A. M-C for cat. K-E-N-N-E. McKenna, yeah. No problem. It's McKenna, which was my surname, M-C-K-E-N-N-A. 1.6. 2.2. Sorry, two seconds.
07:00
Speaker 2
Okay. Sir, can you also give me your first name and your last name? Okay. Michael. Okay. Thank you so much. And can I also please have your active email address? Okay. Okay. Thank you so much, sir. Let me just go ahead and create a record real quick. And while I'm doing this, maybe you can speak. Get your tablet or your laptop so that we can proceed on accessing the router settings of your router. is already connected to your Linksys router's Wi-Fi, right? [silence] Oh, your phone? Okay. So, uh, yeah, we can absolutely use your phone, but um you may like, you know, you might actually be having a hard time, but let's try it. Okay, open your Safari browser, sir. [silence] and then on the URL bar that's at the bottom, I'll type in 192.168.1.1.
07:00
Speaker 1
Okay. Yeah, yeah. It's asking me to enter my writer password. Forgot password. My. He's asking me to.
11:00
Speaker 2
Okay, uh just hit enter. After you type in 192.168.1.1, uh instead of entering your router password, sir, cause we have already tried doing it for for multiple attempts. Choose the option to reset the router password again. Have forgotten passwords sir. Forgot password or reset in stead. You can choose either of the two.
11:00
Speaker 1
Okay, it's asking me to enter a new router password. Yeah. [ silence] [ silence]
12:00
Speaker 2
What is it asking for sir? Is it asking for your recovery key? Okay. It's asking you now to enter a new router password, right. Okay, now create a new router password.
12:00
Speaker 1
Okay, I might. Yeah, so it's good. Yep. How many words already?
14:00
Speaker 2
Okay, you're in. Okay. So, once you're in, [silence] sir, can you go back to the Linksys app? But before you open it, [silence] force close the app. And then open it again. And by the way, sir, how many Linksys routers do you have? How many? How many Logitech routers do you have?
14:00
Speaker 1
Just one. Okay. standing out with the same thing.
15:00
Speaker 2
Okay. Okay, so yeah, um, please first close the app first and then reopen it again. And then, uh, [silence] okay, same thing. So it seems like, um, um, the existing app that you have. with the new app that you have or the Linksys router that you have is actually affected with the new app at sorts. That the app may not work but how about with this one, sir? How about you access instead your router settings using the web browser? Moving forward because there are actually also things, sir, that there are some features that is not available on the app but only available on the web browser, Sir Michael. So, so yeah, well maybe, sir, you may really want to consider, you know, using instead of web browser instead of the linkssus app moving forward. But at least what we actually achieved today is that we tend to avoid being lack for attempting on logging You know, multiple times. So, yeah. So, by the way, sir, is this is there like any specific reason why you want to um access earlier our Linksys application?
15:00
Speaker 1
Yeah, two gig. Two gigabytes. On the when I connect my my service to to my my kids' ex box. I'm getting 700 I'll tell you just two seconds I'll take a picture two seconds sorry. I was getting. When it was when it was wireless I I was getting 175.27. MPS.
18:00
Speaker 2
Uh-huh. That's okay. [silence]
18:00
Speaker 1
[silence] and the upload speed was 130.41. [silence] Yeah, [silence] like you say, my previous subscription with another company was [silence] a gig, and I was getting almost a gig on each one, which was also cheaper [silence] price wise, but because [silence] I was getting two gigs, I've been offered two gigs. [silence] Um, I obviously went with that subscription, but [silence] like I say, I mean, 175 Mbps [silence] wireless is [silence] is disgraceful when I'm meant to be getting two gigs. [silence] The other thing, the other thing is, so you might be waiting.
19:00
Speaker 2
Okay. So yeah, this is really not a um the one that you're really expecting, especially when your um exact subscription is 2GB, so let me just uh, uh, well, regarding with this one, sir, since um your internet uh so you the Entity. Um, where did you, uh, where did you get this, uh, this one? So did you get this from the web browser or from the oh, okay.
19:00
Speaker 1
The UPNP should be on. I'm both of these protocols I can't use this I'm still in the receipt I am getting nowhere near the speeds which I should be getting. yeah
21:00
Speaker 2
Okay. So, uh, regarding this one, sir, you might actually want to call tool for this. But can you use your gaming console, sir, your Xbox? Can you, but can you still use? I'm sorry. Ah, yes, regarding with your speeds, sir, since, uh, your internet subscription, I mean, your exact internet subscription is 2 gigabytes and, um, what you are only getting is 175.27 Mbps. Um, yeah, this is not actually a great. [silence]. [silence].
21:00
Speaker 1
- Yeah. - Thanks. [pure silence]
22:00
Speaker 2
Good, uh, thing. Yes, even though you're connected wirelessly, you should not be getting 100, but instead you should be getting at least, uh, like, you know, maybe about let's say, 700 or about 800 MBPS. but you are only connected wirelessly because, you know, there is really a big difference if you are connected wired directly to our uh, router and if you are connected wireless. So, but still this 175 is really not a good thing, but let me just go ahead and check um, something for you, sir. Okay? Uh, one moment. Okay, um, uh, Sir, uh, can I, uh, place the call on hold for about, like, maybe, three to five minutes, and then I'll get back to you real quick. Okay, thank you so much. Uh, just please stay on the line with me. [silence]
22:00
Speaker 1
Hi there. I think it could help. okay we're define that where they find the notes It's giving me is that the the WAN I.T it is. Uh huh. Yep. The IP address it's given is one hundred dot seventy dot two one dot two three four. Yep dot Seven zero, yep.
27:00
Speaker 2
ah no sir we need ip can you can you check the ip address after you click the node if you're okay if you're already at the main dashboard just click on node and then you can see your w surround ok that's one hundred point 70219 point 190 point 100 point 21 170 point 100
32:00
Speaker 1
I'll start again. 100.70... 21.234. Yeah. 20 seconds. Thanks for your time. It's appreciated. Yep. Yep. I've taken out the first one, all over that.
33:00
Speaker 2
the IP address OK now can copy that IP address yes so please take note this IP address for los we're going to use this OK OK.
33:00
Speaker 1
okay, I've left it down. yep. Okay. Aha. Could you say that last bit again?
34:00
Speaker 2
Okay, perfect. Now open a new tab. Okay, and then type in the IP address. So the IP address and then slash or forward slash. SISINFO dot CGI. So that, yeah. Chart.
34:00
Speaker 1
OK. No, it's not. It's not. Sorry, two seconds. No, it's not done anything.
35:00
Speaker 2
charlie george india okay, and then just hit enter, sir. So, it will... It will route you to another page. it's not um is it like buffering, or did you get
35:00
Speaker 1
saw just after just after the forward slash could you say that again for me please? yeah uh-huh just after yeah forward slash I'm not sure yeah yeah yeah yeah. just after yeah yeah forward slash. yeah it's not it's not taking me any where first it's okay you go first
36:00
Speaker 2
[silence] Yeah, so that's the IP address forward slash, let me spell it out there for you, okay? Um, after the forward slash, type in S-Y-S-I-N, and like November, F-O dot, Charlie George India, okay? And then just hit enter.
36:00
Speaker 1
I appreciate your time. It's just. It's okay. Thank you very much for your help. I'll suss it out. Thank you very much. Bye bye. [silence]
37:00
Speaker 2
Yeah, you too, Sir Michael. Thank you so much as well. Bye bye for now.
37:00