V2 Rubric Detail — acfc7de4-6f28-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 17:26
Duration
18m 9s
Contact
Marc Marcolina
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00134488
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to access to router settings

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall73.6% (+17.6)

V2 Grader Summary

The agent correctly applied the app transition policy and guided the customer toward local access, demonstrating technical accuracy and ownership. However, troubleshooting was incomplete — no verification of successful login or connectivity — and empathy was lacking. The customer accepted the outcome, but resolution was assumed, not confirmed, resulting in a partial resolution.

V1 Case Analysis

Customer unable to detect LN1100 router in Linksys app; agent advised local web login (http://192.168.1.1 or http://myrouter.local) and requested serial number for warranty registration. Issue remained unresolved.

Troubleshooting Steps
  • Advised connecting phone to the router's Wi-Fi network.
  • Instructed to use the router password instead of account login in the app.
  • Requested router password and recovery key; attempted password reset.
  • Asked for the router's serial number for warranty registration.
  • Checked LED status multiple times.
Key Observations
  • Agent correctly identified that the Linksys app no longer supports remote management and advised local access (http://192.168.1.1 or http://myrouter.local), aligning with universal_app_transition_notice.md.
  • No verification that the customer successfully accessed the web UI, despite multiple attempts.
  • Call contained loops and unclear transitions between app and password reset steps.
  • Agent requested proof of purchase for warranty registration, implying the device is out of warranty.
Positive Highlights
  • Accurately explained that remote management is no longer available and local access is required ([02:00]), consistent with universal_app_transition_notice.md.
  • Asked for the router's serial number, indicating awareness of warranty registration requirements ([15:00]).
  • Attempted to verify LED status to assess device state ([01:00], [10:00], [12:00]).
Agent Errors / Gaps
  • Incorrectly stated that 'our links app is no longer working on our link device' ([01:00]) — the app still functions for local setup as per universal_app_transition_notice.md, though remote management is deprecated.
  • Failed to confirm successful login to the router's web interface before ending the call ([16:00]).
  • Provided fragmented instructions for password reset and recovery key entry without confirming completion ([06:00]–[08:00]).
  • Did not explicitly guide the customer to use http://192.168.1.1 or http://myrouter.local for local access, despite it being critical per KB.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 80%
Agent stated 'you can log in now using the new admin password' and customer accepted, but no verification was done that the router was accessible via app or web interface; outcome assumed but not confirmed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about LED status and guided through local login and password reset, but did not verify Wi-Fi connection, IP assignment, or actual access to settings — key diagnostic steps missing.
R3 Met Correct resolution path conf 95%
Agent correctly identified the app transition policy and directed customer to local access, aligning with KB guidance for post-app management.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (app not detecting router) and checked LED state, but did not ask about phone’s Wi-Fi connection status, IP, or whether local access via browser was attempted — missed root cause confirmation.
T2 Met Appropriate tools / resources used conf 90%
Issue was resolvable without tools; agent used correct procedural knowledge (local login, password reset) from reliable KB sources, no unnecessary tool reliance.
T3 Met No misinformation conf 95%
All technical guidance (local-only access, use of router password, app limitations) matches universal_app_transition_notice.md and linksys_cloud_account.md.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent provided some structure but conversation had multiple silences, unclear transitions, and fragmented flow; call control weakened during app navigation.
C2 Met Confirmed understanding conf 85%
Agent used simple terms, repeated instructions clearly, and adapted to customer’s confusion by rephrasing steps (e.g., router password vs. email).
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on guiding setup and post-call email for warranty registration.
O2 Met Proactive follow-through conf 90%
Agent clearly stated an email would be sent and that customer should reply with proof of purchase — specific next step with ownership and purpose.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within L1 scope and resolved partially.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent did not express empathy or acknowledge frustration, but remained polite and solution-focused; no discourtesy, but missed emotional recognition.
X2 Partially Met Tone & rapport conf 70%
Agent matched customer’s pace and repeated steps, but did not proactively check comprehension or adjust tone during confusion (e.g., after silences).
X3 Partially Met Overall experience conf 75%
Customer had to repeat actions and navigate app independently; agent could have guided step-by-step, reducing effort, but some friction remained due to app complexity.
Call Transcript28 turns · 31 lines
Speaker 1
[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 register.linksys.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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. [silence] [silence] Thank you for calling Linksys. This is May. How can I help you?
00:00
Speaker 1
set it up it's the L N 1100 links is model number. And I'm trying to connect it to my link my my links app is not is not detecting it. I don't know Okay Yeah.
01:00
Speaker 2
okay, I have a Linksys set up, it won't work, you have to set it up manually instead. Our links app is no longer working on our link device. So just to verify the model number that you bought, it's LN1100, only one in one package. Am I right? Okay, what's the light status in front.
01:00
Speaker 1
Light status is white. Yeah. I mean, I'm it is the I guess I'm trying to figure out the routers. Like I'm trying um, uh, so the Linksys app. Yes. So this app no longer works. You're saying? Okay.
02:00
Speaker 2
Uh-huh. Okay, so are you just trying to like, access the router settings? To manage the routers? Uh-huh. Uh only local access. But when it comes to account, it will not gonna work, because there is no cloud anymore for all our links, it's a router. I mean, it cannot be managed remotely. So, your app will still work. You just need to login locally. Before opening the app, make sure your phone is connected to the Linksys Wi-Fi network, and that's the one on the sticker underneath.
02:00
Speaker 1
Yes. Okay. So I, um, Oh, okay, so I go to the Linksys app locally. Yeah, okay. So, and I do find my router. Or Or, um, so do I add an existing router or Mesh Wi-Fi or set up a new one? If I wanna, you know, add my existing router, do I have to have uh, uh, I've once I've, like, choose to add in, uh, existing router, will I be taken back to the page where you can find your router so you can use the QR code to set up an account or what? Then I guess there's another option, though. It says set up a new one. So what do I do to set up a new one, or does the new one come down as of a new product you're getting in from the store? Or does that mean a device I, I, that's being taken new or what, or, is that, is the question what I'm being asked? How, what do I do to set up a new, a new Wi-Fi? Now, okay. So I got my, my Linksys router. I can come to Come to the set. I can come to Setup and okay, and, okay, where do I go from there? Okay.
03:00
Speaker 2
The router, you will see there the Wi-Fi name and the Wi-Fi password. Once your phone is connected to it, if the app is downloaded on the same device, you can open the app and then choose the router password instead of email and password. [slight silence] It should be, um, add. Add only.
03:00
Speaker 1
Okay. I'm at the app. At the very start. It says manage your Wi-Fi and it has a lock on it or set up a new Wi-Fi network. Okay, click on manage. Okay. Mhm. And then, okay, router password. Okay. Go to your phone settings. Mhm. Go to your phone settings. Tap on Wi-Fi. Oh, I see. So, it wants the router password. Okay, let me see if I can. Yes, but it wants me to go to settings first. And,
04:00
Speaker 2
and it will ask you for your email and password. However, there's an option below, router password. Click on manage. T-H-E-S-E-O-N-E-T-O-S-T-I-C-K-E-R, and your router. Okay. It
04:00
Speaker 1
No, no, but, so, so it wants me to connect, I was connected to one of the mesh nodes. Okay, now I'm connected to directly the LinkSys. Um, okay, it looks like it's connecting. Hold on. Let's see. Okay, router password. There we go. Okay. now I see. I saw, I think I, okay, so the router password is on my sheet here. Um, it's uh, three nine, six, six. Yeah, because I want to make sure it's working. Because it, it, i mean there's lights blinking and all that. And so i just want to make sure that, let me see x at w.
05:00
Speaker 2
want you to double check if you're connected to Linksys Wi-Fi still.
05:00
Speaker 1
Uh, OK. Should I reset password? Hmm. Uh, OK. but not. OK, let me reset my password. OK, so first look under one of your notes for the recovery key entering it below. Oh, boy. OK, recovery key. Yep. 77208.77208. The account holder will be notified. Continue. OK, now I'm gonna enter.
06:00
Speaker 2
Yeah, click on tab and reset. [silence] Uh-huh, you can. Press move orinct section. Uh-huh. [silence]
06:00
Speaker 1
So, I had an old Linksys router, and that light was blinking as well. But... But I couldn't get into the... I think there was something wrong. Anyways. Okay. So, it... It was too... The lady told me on the phone that it was too old for them to service it anymore. So, I just wanted to make sure that that the... Yeah, router was working. Okay, so, yes, updating the and installing the... [silence] [KEEP_UNCERTAIN] I think two to three minutes left, but the the the the light. Yeah, it's, yeah, now it's like blinking like blue. It's like a light blue. Yeah, it's blinking. We stood three starting my Wi-Fi now. Okay, the light just went off. Oh, now it's red
08:00
Speaker 2
Uh-huh. and then the main node there, uh, what's the light status again? it's blinking white, right? since the app is, uh-huh.
10:00
Speaker 1
now it's white. it's still going around and around. now it's red again. Yeah. right. Oh. okay. uh.
11:00
Speaker 2
Hey on the app. What's the message? Okay, that's okay. You can log in now using the new admin password you set up. Okay, timer is up. The router now should be steady blue. I mean steady white. What's the light status? [silence]
11:00
Speaker 1
Okay, it's white. Now it goes back, you haven't added a router or mesh wi-fi system to your account. Let's fix that. What do you want to do? Maybe I hit add an existing router or mesh wi-fi system or set up a new router or mesh wi-fi system. Let me see. Maybe, let me try logging out again. Yeah. Yeah, I used the new router password. Oh, because I need to get back, it flips to the mesh. So I had to go back to linksys00473. Okay. Uh,
13:00
Speaker 2
OK. What's the options again? Oh, well, you login using router password, correct?
13:00
Speaker 1
let me, uh, go, go into it now again. Uh, Okay. Okay now. Let's try it again. Uh, yeah because it, it went back to the mesh. Okay. You're back to connecting to the router again. I think it should work now. We found a yeah, it it says we found a new network add this network to your count uh, enter your router password. Okay. Okay, we're here. Okay. [silence]
14:00
Speaker 2
Uh-huh.
14:00
Speaker 1
Okay. [silence] Okay. Yeah, we're back. We're back there. Yeah. Yeah. CD was 60. E as in cat 10. M as in Mary 12. E as in Edward 00473.
15:00
Speaker 2
out what page you have there now okay all mark need the serial number of your links is device for me to register it under your record then I have the serial number that's on the sticker underneath Mm-hmm yeah and spectrum is your internet service provider.
15:00
Speaker 1
[silENCE][silence]how
16:00
Speaker 2
okay so yeah your router so far is still solid white and your phone is it still online go ahead and check it and I guess you're already logged in now to the router settings can you see link service status okay so you can still use the app uh you are currently logged in locally aside from the router mark what are the other things that I can assist you with do you have any other concerns
16:00
Speaker 1
nope I think that's it that's it okay very good okay got it yep yep sounds good yep okay thank you bye [silence]
17:00
Speaker 2
All right. Then anyways, we're open up until 11:00 p.m. So just in case you need our assistance, or you have questions. You can call us back. Okay? All right. And uh, yeah, um, you might be wondering, after this call, I will going to send you an email, Mark. You just need to reply to it providing the proof of purchase. Any proof of purchase that you have for me to start the warranty date here, according to the receipt that you have, okay? Anytime you can answer that email providing a screenshot or a photo. Okay. Thank you again for calling, Mark. Bye for now. Take care. Bye-bye. You're welcome. Bye-bye.
17:00