V2 Rubric Detail — adac32fa-6edf-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 08:43
Duration
22m 25s
Contact
Matthew Macpherson
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00134405
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
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Ticket subject: Cant Access the Linksys App
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall90.9% (+28.9)

V2 Grader Summary

The agent correctly diagnosed the SPNM60’s lack of app support and guided the customer to the browser-based interface at myrouter.info, resulting in full access and configuration. All technical guidance was accurate and aligned with KB content. While communication had minor inefficiencies (repetition, silences), the issue was fully resolved without escalation, meeting the standard for successful resolution.

V1 Case Analysis

Customer unable to log into Linksys app on SPNM60/62 routers. Informed that the model is not app-compatible; guided to browser access via myrouter.info, assisted with login, and explained lack of parental-control features. Suggested alternative models that support the app.

Troubleshooting Steps
  • Verified Wi‑Fi connectivity on the device.
  • Identified router model family (SPNM6) and confirmed app incompatibility.
  • Instructed customer to access router via http://myrouter.info using a web browser.
  • Assisted with login using router admin password and navigated to home dashboard.
  • Guided through Wi‑Fi name change attempt and explained processing time.
  • Provided information on parental‑control availability and alternative models.
Key Observations
  • Agent correctly identified SPNM60/62 as not app-compatible and provided the correct local URL (myrouter.info) at [06:00].
  • Agent gave contradictory advice: stated model is not app-compatible at [06:00] but later said 'Download the Linksys app' at [08:00] and 'you can try' at [07:00].
  • Agent incorrectly suggested 'www.router.info' at [11:00], which is not a valid Linksys URL per KB documentation.
  • Agent failed to confirm success of Wi-Fi name change; customer reported ongoing issues at [17:00] but agent did not troubleshoot further or confirm resolution.
  • Call was inefficient: 22 minutes long with repeated information gathering, contradictory guidance, and no clear verification of fix.
Positive Highlights
  • Correctly identified that SPNM60/62 routers are not compatible with the Linksys mobile app (transcript [06:00]).
  • Provided the correct local web address (myrouter.info) for SPNM60 series as documented in linksys_now_login_admin.md.
  • Explained the difference between router admin password and Wi-Fi password (transcript [13:00]).
  • Accurately informed the customer that parental-control profiles are not available on this model and suggested alternative models (SPNM55, SPNM56, SPNM42) that do support them (transcript [20:00]-[21:00]).
  • Successfully guided the customer to log in to the web interface and begin changing the Wi-Fi name.
Agent Errors / Gaps
  • Provided contradictory guidance by advising to download the Linksys app after clearly stating the SPNM60 model is not compatible with it (transcript [06:00] vs [08:00]).
  • Suggested incorrect URL 'www.router.info' at [11:00], which is not documented in any Linksys KB article and may mislead the customer.
  • Failed to verify the success of the Wi-Fi name change; customer reported ongoing issues at [17:00] but agent did not troubleshoot further or confirm resolution.
  • Did not obtain a clear model number initially; relied on partial information and only confirmed 'SPNM6' at [06:00], leading to early confusion.
  • Did not set a clear next step or verification method after the SSID change, leaving the customer uncertain.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent correctly explained that SPNM60 does not support the Linksys app and guided the customer to use myrouter.info via browser; customer confirmed access to the dashboard and performed configuration changes, achieving full resolution.
R2 Met Diagnostic thoroughness conf 94%
Agent identified the core issue (app incompatibility), verified Wi-Fi functionality, ruled out app use, directed to correct access method (browser + myrouter.info), and confirmed successful login — a logical, complete troubleshooting sequence.
R3 Met Correct resolution path conf 97%
Agent selected the correct path: using browser-based admin UI for a model without app support, and accurately informed the customer about feature limitations (no parental controls), aligning with documented product behavior.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified the symptom (infinite login loop in app), confirmed Wi-Fi was working, determined the root cause (model incompatibility), and redirected to the correct interface — a targeted diagnostic process.
T2 Met Appropriate tools / resources used conf 98%
No additional tools (e.g., remote session, logs) were needed; the issue was resolved through accurate verbal guidance using standard KB procedures, which was sufficient and appropriate.
T3 Met No misinformation conf 99%
All technical information provided — SPNM60 incompatibility with the app, use of myrouter.info, lack of parental controls, need to use router password (not Wi-Fi password) — is fully consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent gathered information thoroughly but had multiple long silences, repeated questions, and struggled with name spelling, indicating lapses in call control and pacing.
C2 Met Confirmed understanding conf 94%
Agent used clear, non-technical language, repeated key instructions, and confirmed understanding, adapting well to the customer’s level and frustration.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, did not transfer, and followed through on all troubleshooting steps without deflection.
O2 Partially Met Proactive follow-through conf 85%
Agent provided immediate next steps (use browser, change settings) but did not set a timeline for follow-up or offer a callback, leaving no formal next action.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or evident; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was resolvable at L1 with correct guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy (“sorry to hear about it”), acknowledged customer frustration about app incompatibility, and remained patient and professional throughout.
X2 Met Tone & rapport conf 93%
Agent matched the customer’s pace, allowed time for actions, and checked progress (“can you see the page?”), maintaining engagement despite technical hurdles.
X3 Partially Met Overall experience conf 87%
Customer had to repeat personal details and serial numbers multiple times due to agent’s transcription errors, creating unnecessary effort.
Call Transcript40 turns · 43 lines
Speaker 1
[silence] Hi there, I um recently had a link see these um rooters from out and I've managed to link them up but I can't and manage to get into the app and um it's not logging me in. [silence] So, yeah, so when I put the Wi-Fi password in, the the it just goes in an infinite loop and I put the correct password and it doesn't say that I need to put um incorrect attempts or anything. It just says, just sends me back to the password entry page. [silence] Okay. The Wi-Fi's working fine, yeah, but I need access to the app. Oh, good.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. This is Ruby. How can I assist you? So, you could not log in to the Linksys application, sir, in your phone? Oh, I see. Uh, sir, is the Wi-Fi working? Okay. Uh, sorry to hear about it, sir. Sir, before we access the Linksys application, [silence]
00:00
Speaker 1
Yes, it is. Yeah. Yeah, it's 0 7 8 7 2. Three seven seven. 714. Correct. Matt. Tango Tango and then Hotel Echo Whiskey Matthew please. Correct.
01:00
Speaker 2
Okay, so allow me first to gather some of your information to create your case on the system. Let's start right away with your phone number. So in case you got cut off then I can call you. Let me repeat. So this is for UK. It's 4 4 7 8 7 2 3 7 7 1 4. Okay and then first name is Matt H E W. Matthew and the last name is
01:00
Speaker 1
Mac Ferson. So that's Mama, Alpha, Charlie. Papa, Hotel, Echo. Romeo, Sierra, Oscar, November. No, no, no, it's one word. All right, Mama, Alpha, Charlie. Papa, Hotel, Echo. Sierra, Oscar, November. Oscar, November. Yes. [silence]
02:00
Speaker 2
So, sorry, can you repeat? So this last name, sir, is it Mack and then space and then another last name? Uh can you repeat the last name, please? Uh Sir, let me just repeat. Can you correct me right away if I get it wrong? So it's Mama Alpha Charlie Papa Hotel Echo Romeo Shera November Oscar November. Okay. So M-A-C-P-H-E P-H-E-R-S-O-N, correct, Ma.
02:00
Speaker 1
correct Mack first something uh, it's um mama Alpha Tango mama Alpha Charlie Oscar November Echo at gmail.com. Yes, charts. Community fiber. Too. Um, Model numbers are um, they're pinnacle two point
03:00
Speaker 2
And then uh huh how about the email address? uh huh uh huh uh huh So let me repeat to make sure I got it correctly so it's mama alpha Tango mama alpha Charlie Oscar Nancy Echo at gmail.com. Thank you, sir. And who is your internet service provider? (pause)right. (pause)Check community fiber. (pause)right. (pause)And how many links his router do you have? yeah two right and it has the same model number? yeah.
03:00
Speaker 1
0. 0. 10. they're. And all going Um, one of them is 72 culture one zero, mum two, nine, car 107 58. Yes. So yeah, yeah, the apps not working at all now. Um, and I I got it on Friday.
04:00
Speaker 2
What's the serial number sir? You can provide me one serial number. Uh huh. Let me repeat. 72E, 10 M, 7, 29 F. 107 five eight. OK sir, just give me a minute. Let me check the serial number. And then all these nodes are all working, right? You're just that, you cannot access the Linksys application. Let me just check. And how long have you been using this node? OK. So let me just repeat the serial. [silence]
04:00
Speaker 1
yes under the device uh let me just check is that the same device uh 7 to um which one did I give you serial number was it ending seven five eight Uh I haven't got that one in front of me I've got a different serial number in front of me I can I give you a different one because I've got a model number uh so the model number is that the Mac number um is it on the bottom of the device uh s Sierra Papa November
05:00
Speaker 2
Seven 2. M. 4 2. nine 5. And can we double-check double double check what's the model number on the Linksys device? It's at the bottom. S. K. U. Y. Yes. It's okay. It's okay. As long as the model number, I need to have the model. U.
05:00
Speaker 1
Mike 6 0. [silence] But I I need I need access for like parental controls, etc. [silence] All the information inside the packaging said that I have to download the app. So why do you so why do you send out why do you send out that with the packaging if it's not compatible?
06:00
Speaker 2
Uh hmm. Okay, SPNM6. Okay, thank you, sir. So for this model, sir, okay, for this model, it's not compatible to the Linksys application. So, we need to access this one via the browser using an iPad or computer to access. Yeah. Yeah. But since this model is not compatible with the Linksys application, we need to access it via the browser. Do you have an iPad or laptop there we can use? Uh, I don't think I have. Okay, download it the one.
06:00
Speaker 1
But, but you're missing my point. Why do you send that out if if it's not compatible? Yeah. I did. So I'm able to access it on the website already but, um, so I'm on the 1.192.168.1.1 website. My phone.
07:00
Speaker 2
Yeah, it's much better if we access it using the browser, not the Linksys application, sir. Ah yes, just for this model, okay? But you can try. So you have the Linksys application, sir, but then again this is not compatible with the Linksys application, like not supported. But let's just try. Okay. Uh minus, sir. Who set up this SPN-M60? Who set it up? Using what, sir? Is it iPad or phone or what, sir? Uh if you are using the Linksys application on your phone, you just need to [silence]
07:00
Speaker 1
Yeah, so no, yeah, but the app isn't connecting. So, I'm only able to access it via the website, Roots. I'm on Safari. I'm on Safari. I can access via the website, but the app isn't working. So, are you saying that this does not have a compatible application?
08:00
Speaker 2
Download the to download the Linksys app. Okay. No need. [silence] Yes. Only if you need one. [silence] Okay. if you open it. [silence] On your phone using a browser, is it Chrome or what browser? Yes, sir. Just to give you a heads up on this one. that this is not compatible with the Linksys app. So, you really need to access it via the browser. Yes. Okay. So, either phone or a laptop or Safari, sir. I am really sorry to inform you that. That's the channel and the person working the phone. Yes, sir. It's not supported by the Linksys app.
08:00
Speaker 1
Will it eventually come on the links this application or not? Yes, um, Yeah. my router.info.
09:00
Speaker 2
I can take note of that on this I can record that okay, that if someday it will be supported by the Linksys application sure I can take note if someday it will be supported by the Linksys application. But right now, as of the moment, it's not supported sure. Okay, so if you want to change your name, okay, so you're on your phone you are using Safari. So, kindly type in on the web browser my router. changing.
09:00
Speaker 1
Okay, so I've got, it's just, it just comes up with a blank page at the moment. Yeah, so the phone is connected to the Wi-Fi. But then the website address has actually changed to /UI/1.0.1.2375/login a blank page, white white page. No, I don't, sorry.
10:00
Speaker 2
And then hit an, uh, okay, make sure that phone is connected to the Wi-Fi, uh-huh, okay, so it changed right away. Just let me know what can you see on the page. Okay, just wait. Maybe it's loading up. Or if you have iPad or computer, then just let me know.
10:00
Speaker 1
So, it says "trying to reach Linksys now". If you're trying to administer Linksys now based Wi-Fi 7 root, you reach is paid. It may be due to one of two reasons. One. You're using a custom DNS provider, your VPN is enabled. Or your current device is not connected to your router's network. But my current device is connected to my router's network. I only have one. I don't have Chrome. Sorry. www.roofo. www.roofo. .info.
11:00
Speaker 2
Okay. Currently connected. You can try a different browser, try, for example, if you have Chrome. Or on your, on the Safari, you can try www. router. info. Triple W. dot router dot info. [silence] Uh-huh. Okay, are you on the dashboard? Can you see the, like there's like good afternoon right there, menu, and then what, what can you see on the page? Once you access the page, it will allow you to log in using the router password.
11:00
Speaker 1
some words yeah and then w.w.w. router.inf my router.inf okay so I have around the password here so that is just yeah so I saved it
13:00
Speaker 2
Okay, I guess you're routed to a wrong page. So make sure that your phone is connected to Wi-Fi, close Safari, and then open again. [silence] Oh yes, sir, or is it, or you can also use myrouter.info [silence] Okay, so input the router password that you created before, the password that you read. Router password, sir, is different from the Wi-Fi password that you created. Know, if it's incorrect. Oh, perfect, so you're able to access. Good job. So here. Okay, you can see links. It's now there's home. There's that three lines, the menu. So if you want to change something, just click on the three lines. And there you go, it will guide you right there. And then, sir, also, uh huh. okay, take your time, but just take note, all the information that you're creating or that you are changing, especially the Wi-Fi password.
13:00
Speaker 1
[silence] So I'm just trying to process the change now. [ silence ] Is there a reason - um, [ silence ] this - um [ silence ] this device is new. Is there a reason why it's not compatible with your app?
15:00
Speaker 2
okay. Yes, sir. For this model, it's not compatible. It should be via the browser. This is how they created it. And are you using iPhone, sir? Or is it Android?
15:00
Speaker 1
So I'm just trying to change the Wi-Fi name at the moment and it's been processing since for the last minute or so [silence] it's still processing the name change It shouldn't be taking this long should it? So, it says, it says now, it says route not found. You're not connected to your Uleth but I am connected to my Wi-Fi. Ah, okay, I need to rename it. Fine, okay, okay, okay, okay, okay, okay, yeah, I see that. Okay, so then I need to put in the password for the router. router.
16:00
Speaker 2
Maybe it's taking its time, and then you can check also, sir. Like, check from time to time is the new wifi name. Uh-huh. because it means, sir, you successfully change the wifi name. Uh-huh. Uh-huh. Uh-huh. [silence]
17:00
Speaker 1
Okay. Does that mean need to reconnect all my devices again? Okay. Okay. So, how do I, um, um, do sort of like manage my like, I create, can I create a profile for kids? and then parental controls is that under advanced settings?
18:00
Speaker 2
Yes, sir, exactly. Um, you can just simply go to parental controls and, uh, walk through or navigate right there. Okay. Let me just check. Okay, hold on first. Full control. [noise] Okay. Um, parental controls. Okay. Uh, [silence]
18:00
Speaker 1
[silence] That's not, that's not creating a profile for kids, is it? So do you have any parental controls on this or not?
19:00
Speaker 2
So what about . [silence] Okay. just give me a minute. My network control. Uh, click on instant safety, sir. So let's check. just check it. [mikes] it. Or you can go also instant privacy. Yeah, sir. It's not really creating a profile for kids. Oh, sir. It's just now. there's it's not called in parental controls but instant privacy.
19:00
Speaker 1
Yeah, but that doesn't have any parental like, setup, is it? It only has like block everything or block nothing. Mm-hmm. Yeah, which isn't what I want. So I might have to return it then. It's actually not a great interface, is it? Let's be honest. So which models do have the parental controls, please?
20:00
Speaker 2
You can see right there instant privacy and its specification sir. Exactly. Yes sir. Yeah sir. I do understand that. So for this model sir it does not have the parental control specification. So it's just okay. So since this is for uh from community fiber and they are also bundling other device like the model. SPN MX sir. It has different. It has different specification and then for. Mmhmm.
20:00
Speaker 1
So which one's that one. Sorry. Please. SP sorry, but how do you spell that, please? SP nMx. SP and max says what I want, is it? Is it? Um, Um, thank you. Um, ahem. Yeah, but I don't want to block websites. I want to create profiles.
21:00
Speaker 2
S P N M X, 55. It's supported by the Linksys application, sir. And it has parental controls on that model. There's like S P N M. 56 for community. Share it, papa. Nancy. Mike. X-ray. Nancy. Yes. Yeah. S P N M X, 56. And there's also S P N M X, 42. So, for that model, sir, it's supported by the Linksys application and it has parental controls on it. And also, sir, so, this model don't have parental control, but I guess you can ask Community Fiber if they can like block a specific website on their end.
21:00
Speaker 1
which I was able to do with my previous euro ones, but not with these ones. um, okay. okay, thank you for your help. thank you, bye-bye. you too.
22:00
Speaker 2
Oh, oh I see okay. You're welcome, sir, you have a nice day. Bye, sir, you take care always. Bye.
22:00