V2 Rubric Detail — ac41e346-817d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 01:20
Duration
18m 23s
Contact
361-549-8658
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00137574
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7500 - tech inquiry
⚠ 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

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution3.12/5
Technical2.81/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.86/5
Overall64.7% (+10.7)

V2 Grader Summary

The agent successfully provided best-effort troubleshooting for an out-of-warranty device and maintained ownership with clear next steps, but critically omitted the KB-required step of using myrouter.local to verify connected devices (T2 Not Met). This gap prevented root-cause identification and forced unnecessary customer effort (X3 Not Met). The interaction achieved partial resolution through app reinstallation and password guidance, with appropriate empathy and professionalism, but remained unresolved due to missed diagnostic tool usage.

V1 Case Analysis

Customer sees only router and phone in Linksys app; TV does not appear. Agent instructed to access router via myrouter.local, reset router admin password, and reinstall the Linksys app. No verification of TV Wi‑Fi status; advised to call back if TV still not shown.

Troubleshooting Steps
  • Collected serial number (45C10M2AB00297).
  • Guided customer to access router via myrouter.local.
  • Instructed to uninstall and reinstall the Linksys mobile app.
  • Assisted in resetting the router admin password using the recovery key.
Key Observations
  • Agent provided correct URL (myrouter.local) and password‑reset guidance per KB.
  • No model number was collected, limiting targeted troubleshooting.
  • Agent did not verify TV Wi‑Fi connectivity, IP address, or SSID match.
  • Call ended with a vague suggestion to call back, leaving the core issue unconfirmed.
  • Agent maintained a polite and patient tone throughout the interaction.
Positive Highlights
  • Maintained a polite and patient tone throughout the call.
  • Correctly guided the customer to the local router web interface (myrouter.local).
  • Assisted the customer in resetting the router admin password using the recovery key, aligning with KB guidance.
Agent Errors / Gaps
  • Did not obtain the router model number, limiting troubleshooting precision.
  • Failed to verify TV Wi‑Fi connectivity, SSID match, or IP address assignment.
  • Did not confirm whether the app should display the TV after performed steps.
  • Provided a vague resolution path ('call back if not showing') without clear next-step timeline.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent confirmed TV is connected to Wi-Fi and acknowledged app display issue is on Linksys' side, but did not resolve visibility in app; customer left with workaround (call back tomorrow).
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer through app reinstall and password reset, but failed to use router admin interface (myrouter.local) to verify connected devices — a key diagnostic step missing from troubleshooting sequence.
R3 Met Correct resolution path conf 85%
Agent provided best-effort troubleshooting for a refurbished (OOW) device, did not dismiss support due to warranty status, and treated issue as valid setup/configuration problem — aligning with OOW standard requiring real troubleshooting attempt.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified core symptom (TV not appearing in app) and asked about ISP/Wi-Fi name, but did not confirm TV's IP/MAC address or check router client list to isolate root cause — diagnostic process lacked targeted device-level verification.
T2 Not Met Appropriate tools / resources used conf 95%
Agent instructed customer to reinstall app and reset router password but skipped using http://myrouter.local to view connected devices — a direct, KB-supported method required for device visibility troubleshooting per Assessment 3's authoritative finding.
T3 Met No misinformation conf 95%
Agent correctly distinguished router admin password from Wi-Fi password, advised strong unique admin credentials, and explained security implications — all factually accurate and KB-aligned throughout the interaction.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general call direction and provided structured guidance ('open Safari...', 'uninstall app...'), but exhibited long silences and repeated prompts without confirmation, indicating occasional loss of control during password reset sequence.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple, accessible language overall but failed to adapt communication when customer expressed confusion about password hint requirements — repeated instructions without confirmation or simplification of complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end without transferring, remained engaged through technical limitations, and continued troubleshooting until providing actionable next steps — no avoidance or deflection observed.
O2 Met Proactive follow-through conf 90%
Agent set clear, realistic next steps: 'keep TV on for [REDACTED_PAYMENT_DIGITS] hours' and 'call back tomorrow if still not showing in app' — specific timeline with ownership and reassurance of no support limits.
O3 Not Applicable Closure confirmation conf 100%
Customer explicitly stated this was first use of the Linksys app ('I've never used y'all's app before'); no prior case history existed per transcript and Assessment 4's case_history_applicable=false.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred during the interaction, and none was warranted — issue remained within L1 scope (device visibility/app integration) with valid troubleshooting path still available.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent expressed sincere empathy ('don't worry about it', 'we'll try to fix it'), acknowledged customer effort ('you're so sweet'), and closed warmly — demonstrated composure and recognition of frustration despite technical limitations.
X2 Partially Met Tone & rapport conf 75%
Agent maintained patient tone but did not adjust pace or simplify further when customer struggled with password creation flow or firmware update confusion — missed opportunities to reduce cognitive load during complex steps.
X3 Not Met Overall experience conf 90%
Agent directed customer through unnecessary high-effort steps (app uninstall/reinstall, router admin password reset) instead of using myrouter.local to verify device connectivity — added friction without diagnostic justification, increasing customer effort.
Call Transcript34 turns · 36 lines
Speaker 1
[KEEP_UNCERTAIN] Brenda brenda Fuentes Yeah, it's the /FFFF/ with an "F", says in Frank Fuentes Uh-huh My last name Oh Okay, I- uh yeah, I guess some people say with a "P" But it's with an "F" Fuentes Uh I didn't care if you heard me Okay, so I was gonna say um I-I set up my new-t-my refurbished link skates I-I got as my other one went out And I
00:00
Speaker 2
Welcome to Lynx's 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. [silence] [sound] [sound] My name is Nathan. [sound] Brenda. [sound] [sound] [sound] How can I help you [sound] Brenda. [sound] Okay. That's all right.
00:00
Speaker 1
got this one through Amazon. so everything seems to be working, but it says that it added the on my my app, Belisokes app. It said it added the router and then it says I don't know why. Amazon Technologies router. Okay, that's that. Network device router. And it says I I am I supposed to connect the TV too? Okay. Okay. It is a uh the model. Let's see here. Um uh one moment. Let's see. Oh, hey. Got their phone on. Oh, I
01:00
Speaker 2
I'm not sure.
01:00
Speaker 1
A serial number? Okay. I was like, Oh, goodness. They couldn't find it. Yeah. This one, the serial number is on the back of it. It says, 45C as in cat, 10, M as in mountain, 2, A as in apple. Uh, what is this number instead B? Oh, B as in boy, 0 0 2 97. I'm sorry. Oh, I already, I already, yeah, everything's working fine. My phone works. My, my TV works. I just have one TV, one phone. And,
02:00
Speaker 2
sirial number what do you uh is too small right all right what have you done so far with the router uh what have you done with the router had you connected it
02:00
Speaker 1
I fixed my, my, my, my old, my, like, my old password that I had before with Linksys. I've always owned the Linksys, no other brand. And my other one went out and everything. I fixed my password to what it used to be and everything. I set up my username and everything. Uh, you know. Yes. Spectrum. I just wanted to know since I've never used, uh, y'all's app before. I just didn't know if I was supposed to add the TV or not. I don't know right in my app. Uh, everything connected on this.
03:00
Speaker 2
Mhm. Okay. Who is the Internet service provider? Is it [inaudible]? Spectrum your Internet company. Is it Spectrum or Xfinity. Spectrum. What is your problem right now? [silence] Okay. Do you have the links this up?
03:00
Speaker 1
Yes. it is open right now. So. Hello, sir. yeah. uh-huh. I am on the app right now. everything set up on my app. no uh-uh. it just says two devices which is my router and my. I guess my.
04:00
Speaker 2
[silence] That's it in there, tell me did you open the links app? [silence] Din- [silence] Now. [silence] In the up, you can see your TV.
04:00
Speaker 1
my phone, I think that's it. but on the TV, okay. one moment, okay, one moment, let me go to settings. yes, I do. it is B as in boy, lowercase B as in boy, seven five, seven five, seven five at yahoo.com, three, it's B seven five, seven five, seven five at yahoo. lowercase B. yes, I am. yes. yes. okay.
05:00
Speaker 2
All right. Go to the TV. Go to the TV. Go to settings. Brenda, you have an email address. 27583. Okay. Now, are you in the settings on the TV? Go to network. And then go to wireless or Wi-Fi.
05:00
Speaker 1
it says connected. yes. oh no, it says, hi means hi means 79 3.5. yes. yes. no, I it's not showing that. it's only showing the, the Amazon technologies, the, the router that I bought and then the network device router. that's all it shows it it says two device from one router. that's all it says. [silence]
06:00
Speaker 2
connected. All right. What is the name of the Wi-Fi? Is it the same as you named on the app? Okay. And the same thing, right, with uh, with your router as well? You're connected to Highway 793.5 on the TV. Correct? And it's not showing in the app as well. We still have from, we have current issues with the app right now. It's not your issues, our issues. But I can tell, I can help you check what are the connected device. you [silence]
06:00
Speaker 1
No, I just use my, um, right now when I'm talking to you, I just use Safari. Uh, yes, one moment. My router... What did you say, dot? Help. OK. OK. OK, I got it. It says, Keep your WiFi handy. Continue to Leyensky Smart WiFi. OK. It doesn't do anything. I think because I probably have, because it has the app.
07:00
Speaker 2
Okay. Can you open a browser Safari and then visit the website myrouter.local? My router that local. Location L O C A L? Yes, go ahead. Continue. That's okay. It's different. Tell me what else? [silence]
07:00
Speaker 1
Yeah, it doesn't do anything when I push it. Mm-hmm. I don't have a what? Well, no. You want me to disconnect it?
08:00
Speaker 2
Can you see? Okay. You're using Safari, right? You don't have a computer. Computer right now. Okay. Can you uninstall the Linksys app? Let's try one time. No, no. Uninstall the Linksys app, close the Linksys up, uninstall, and then reinstall it. [silence]
08:00
Speaker 1
OK, one moment. Delete. OK, I deleted it. You want me to add it back on? You want me to log back on? Oh, I I deleted the app. OK. I have another phone that's updated. Maybe because I have also, um, this phone is not updated, you know, like my other phone. It'll probably
09:00
Speaker 2
All right. Wait to find... No, no, six seconds, six seconds. One. Two. One. Zero. All right, and reinstall it. Try to... go to... Did you uninstall or did you close it? Did you delete the app? OK. Try to go to the app store or apple store and then try to reinstall the LinkedIn app. It's OK.
09:00
Speaker 1
I'm putting links keep what happened here? Oh, okay. Is it just linkskey by itself? When I push it. Oh, yes. Yeah. Yeah. Oh, I found it. I found it. Yeah, it's by itself. Yes, I got it. It's loading. That's probably why I have issues, though. I think it's because this phone is not updated like the software.
10:00
Speaker 2
And it's okay. We'll try this one and then if it doesn't work, just go to the other one. Just type link.sys. You found it. Blue, two letter Ls, blue with a period and black background.
10:00
Speaker 1
Oh, it's lending. Let's find things, some, would like to find and connect to devices on your local network. I push allow. Okay, now it says to enter my email. Okay. Um, go back. Uh, there's one, okay, that's the, very beginning, it says manage your Wi-Fi or set up a new Wi-Fi network in the front page. That one. Okay, now it says email or router password. Let's create your router. Oh, but see I already did that. I didn't want to change it. Yeah. [silence]
11:00
Speaker 2
Yes? Yes? No, skip for now. [silence] There's an option for you to skip for now look for that one. [silence] [silence] [silence] [silence] monitor Wi-Fi [silence] [silence] router password and then select reset the router password [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Ah, okay you did that [silence] Let's just you can use the sane you you can use the sane. [silence] [silence]
11:00
Speaker 1
you still want me to do that? Yeah, but I already did that. Like when I set everything up, I made it to what I wanted to say. You know, I already made a route. Oh, I have to do it again. Okay, it did enter verify. First, look under one of your nodes for the recovery key. What is that? Okay. Oh, it's telling me to put that. Okay. Oh, okay. One two three four five. Four. Okay, the account holder will be notified if this router password is changed. Never mind or continue. If I press continue.
12:00
Speaker 2
Tell me, what is in the screen? It asks you to create, right? Okay. Yeah. Alright. Do the same, you can use the same. You have to do it again. Yes, please. You have to find router. It's a five digit number. It's okay. Never mind, I'll continue.
12:00
Speaker 1
Continue? Okay. Now it says create router password. Okay, the one that's connected to Jaime something, right? Okay. Okay. Okay, one moment. Oh, it's telling me that I have to use something different. It looks too similar to my.
13:00
Speaker 2
Continue. Yes. You can use the same the password and have you created before? No, no, that's the Wi-Fi. This is different. This is your administrator for the router. The provider internet. Behind me Wi-Fi password is different. That'd be you give to everybody to go and connect to the internet. That's low low security or no low low authority. But this one is full authority. Okay, full control. Make one. And do not give to others.
13:00
Speaker 1
It's saying that it it's too similar, you know to my other one. That's what it's telling me. Your password can't have the same oh it can't have the same characters. Okay, it's telling me to put something totally different. Um so the password cannot be similar, right to the other one. I think that's what it's trying your password much. Oh. Okay. I know. I know. I know. I know. I know. Ah, this is difficult. Okay, I got it. And it finally took it. It doesn't want nothing to the same as my other one. Let's see. Wow. I've never seen that before. It's okay. I don't understand. I changed it. It says the password is okay. Password hint. Oh! That's what it is. That's something else. Okay, one moment. So, it's saying on the password hint, I guess that must be like something close to it, right? I understand now. I didn't know. I thought it was telling me to put it twice. You know how you have to put it. Twice. How confusing, right? Okay, it is now everything is connected. All right. Everything's on now. Oh! What is this? New firm. Firmware available update now. What do I? What is that? Oh, and what does that mean, though? Like what is the firmware mean? Oh. Oh, no, I don't need that. Oh, no, no. Okay. I'm on the home page. It says two devices and one router. It says router on the... Yeah, it says I don't know what this is router Jaime and and then the bottom one says at Amazon Android. Uh and then then one... Okay. Yeah, that's all it says. A firmware update available. That's it.
14:00
Speaker 2
There's a vermin you can do that later. For the meantime, let's take a look. You can do that maybe later or skip for now. Security, it will upgrade the security. Is spectrum a different security level? Okay, spectrum, they have different security. Okay. Keep that one. Alright. Tell me, how many see on the devices? Still two, three. Hmm. Still the same. What's your other phone? Alright.
16:00
Speaker 1
Yeah, it does. Yeah, yeah, it's connected. Uh-huh. Oh, so it's supposed to, the, so the TV is supposed to be on the app too. Okay, okay, okay. I logged out for now. Is that okay? On the app. Okay, I'll check tomorrow back again. And I'll also put my other phone that has the software update.
17:00
Speaker 2
But your TV, does it have an Internet? does it connect to the Wi-Fi? All right. try to observe it. Keep it on at least [REDACTED_PAYMENT_DIGITS] hours. If by tomorrow if the TV still doesn't show in the app, give us a call. Take note, there is no limit on the phone support. You can call us anytime. There is no warranty, uh warranty expiration on the phone. Only the hardware will expire anytime. You can give us a call. Yes, it will show automatically. You don't have to do anything. It's on it's not on your side. It's on our side. Okay? Don't worry about it. We'll try to fix it. Yeah, it's okay. Anything, anytime.
17:00
Speaker 1
I'll use that. I'll log into that one, too. Maybe that could help, too. You know? Okay. Update. Okay. Thank you for your help. Thank you. You, too. Thank you so much, you, too. You, too. Bye-bye. Good night, good night. Bye-bye.
18:00
Speaker 2
Sure, yeah.yeah, thanks brenda you're so sweet they did good and it was a nice call. Okay, have a nice day and good night. Bye. Bye.
18:00