V2 Rubric Detail — af89d970-7988-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 22:18
Duration
18m 24s
Contact
John Petsco
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00136099
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_wants to use the Linksys app
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.93/5
Overall81.8% (+25.8)

V2 Grader Summary

Customer successfully resolved the login issue using the recovery key, confirming full resolution. Despite minor technical inaccuracy (support.lingus.com) and communication lapses (unprofessional remark, silences), the agent demonstrated ownership, logical troubleshooting, and appropriate OOW support. No escalation was needed as the issue was resolved within L1 scope.

V1 Case Analysis

Customer unable to log into MX4200 router via app due to rejected admin password. Agent incorrectly advised using label WiFi password as default and provided wrong support URL. Customer reported success after reset using recovery key.

Troubleshooting Steps
  • Collected serial number and confirmed model MX4200
  • Incorrectly advised using WiFi password from label as default admin password
  • Guided customer to use recovery key (T3344) to reset router password
  • Confirmed customer could log in after password reset
  • Informed customer of out-of-warranty status
  • Provided incorrect support URL (support.lingus.com)
Key Observations
  • Agent provided incorrect default admin password guidance: stated the default is the WiFi password on the label (KB states MX4200 default is 'admin'). This is a material accuracy failure.
  • Agent provided an invalid support URL: 'support.lingus.com' instead of 'support.linksys.com'. This is a confirmed KB violation.
  • Customer successfully reset password using recovery key (T3344) despite unclear guidance, suggesting self-resolution.
  • Agent confirmed model/serial and collected contact details, following protocol.
  • Agent disclosed out-of-warranty status appropriately but did not offer self-help resources beyond the incorrect URL.
  • Communication was disorganized with filler and off-topic remarks, reducing clarity.
Positive Highlights
  • Collected and confirmed correct product model (MX4200) and serial number.
  • Collected customer contact information for case tracking.
  • Guided customer to use recovery key, which led to successful password reset.
  • Informed customer about out-of-warranty status and support limitations.
Agent Errors / Gaps
  • Incorrectly stated the default admin password for MX4200 is the WiFi password on the label (KB states default is 'admin').
  • Provided invalid support URL: 'support.lingus.com' (correct URL is 'support.linksys.com').
  • Unclear guidance on using the recovery key, though customer ultimately succeeded.
  • Disorganized communication with irrelevant remarks (e.g., 'She is unbearable').
  • Did not verify whether customer accessed router via app or web interface, which is critical for accurate guidance.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Customer successfully logged into the app and confirmed seeing three nodes and internet speed, indicating full resolution of the login issue.
R2 Met Diagnostic thoroughness conf 94%
Agent guided customer through model identification, recovery key use, and default password attempt — a logical, sequenced troubleshooting process that advanced resolution.
R3 Met Correct resolution path conf 95%
Agent correctly identified MX4200 as out of warranty and provided best-effort troubleshooting (recovery key reset) without dismissal, aligning with OOW standard.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified symptom (incorrect password), asked for model/serial, confirmed mesh setup, and inferred forgotten password as cause — a logical diagnostic sequence.
T2 Met Appropriate tools / resources used conf 90%
No tools were needed; recovery key reset is a documented, customer-side KB procedure appropriate for password recovery — appropriate resolution without tools.
T3 Partially Met No misinformation conf 91%
Agent correctly advised recovery key reset per KB, but cited 'support.lingus.com' instead of 'support.linksys.com' — a minor inaccuracy not derailing the case.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent initiated call and maintained basic control, but the 'She is unbearable' remark and silences disrupted flow and expectation-setting.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple language and adapted to customer’s pace, but filler and unclear phrasing (e.g., email spelling) reduced clarity and consistency.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent owned case from start to finish, collected info, guided recovery steps, and did not transfer — customer success indicates ownership led to outcome.
O2 Partially Met Proactive follow-through conf 85%
Agent mentioned firmware updates and continued support but offered no concrete next steps, timeline, or callback commitment despite open-ended close.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation occurred and none was warranted — issue resolved via L1 recovery key procedure.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 82%
Agent acknowledged success ('you're able to log in now') and remained polite post-incident; the 'She is unbearable' remark was unprofessional but not overtly directed at customer.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, allowed time for actions, and confirmed progress — customer followed instructions successfully, indicating sustained engagement.
X3 Met Overall experience conf 91%
Agent avoided repetition by directing customer to recovery key — a documented self-serve method — minimizing effort; customer executed it successfully.
Call Transcript24 turns · 29 lines
Speaker 1
[silence] What? Now the roundup. Thanks. well yeah [silence] so com on and [silence] Just that's a good guy. [silence] that's girl. [silence] Hi Scarlett. This is John. Uh, I can't get my, I can't get the app to connect to the router. And I've tried everything I know. No, it's, it's worked before. I haven't done it in a long time, but
01:00
Speaker 2
Thank you for calling Linksys. This is Carla. How may I help you? All right. Hi. Okay, was this working before, sir? First time to use the app.
04:00
Speaker 1
I definitely need to update the uh router. Uh I probably called Linksys before, but not for this particular issue. Yeah, hold on. snp00 okay. Serial number is three eight zero, uh three eight u one zero m three nine a two zero one six two. Correct.
05:00
Speaker 2
Okay. OK. So before we continue, sir, um, let me just create a record for this. Have we got links this before or this is the first time? uh huh Or 388 U4 umbrella 10M for Mary 39AF for Apple 20 162.
05:00
Speaker 1
uh... uh... I... It has a Mac address, it doesn't say model number. Uh... Oh, hold on. Yeah, hold on. Uh... Model MX4200. Um... I have the main and then two two nodes. Uh, one main one one main node and two satellite nodes. Correct. Correct. Uh, yeah optimum. [silence]
06:00
Speaker 2
what is the model number? You can check the model number, sir, right below. Looking to have, there on the bottom, you can see the logo right below that. How many nodes do you have? So just, so one main node, one youth, child node, right? Oh, okay. So that means total of three, correct? Okay, and who's your internet service provider? [silence] with you. [silence]
06:00
Speaker 1
Sure. 631-252-7965. Let's go p p p as in peter E as in echo T C O JP@lincinc.com No. JP at lheckincinc.com.
07:00
Speaker 2
all right. Can I have also your phone number sir in case we get disconnected we can call you back? Uh-huh. Okay. And your last name? Okay. And how about your email address? Okay, okay. Your email address is J for John, then P for Peter at L I C for Charlie, C for Charlie, I N for Nancy, T for Tango.com, correct? Uh-huh. OK. OK. Thank you. All right. And right now, sir, no problem with the internet connection, correct? OK. All right. When you use the app, sir or when you open the app is there an error message? OK. Do you have the option cancel right now? Or can you Okay. Can you close this app, sir? Let's start from the beginning. [silence]
07:00
Speaker 1
Okay, the app's closed. [silence] And logging in. [silence] Okay. [silence] It will ask me to log in. Oh no, it logged in automatically. [silence] Yeah. [silence] I'm going to log out. [silence]
09:00
Speaker 2
Hold on. Before you do the log in, this is the one that I want to check, okay? Um, when you open the app, it asks you to log in or it will automatically log in. Okay, right now. Is it logging in right now? Just close the app because, um, using the, um, using the, what do we call this one, sir? Using the account for, like, for the cloud account, with the type of value that you have, sir, this may, the
09:00
Speaker 1
[silence] all right so how do we do that? Yep. Okay. Okay. ask me to log in, right? It says router password. Okay.
10:00
Speaker 2
[silence]
10:00
Speaker 1
It says incorrect password. Oh, let me look. Okay, hold on. Yup. Okay, I'll try that. Okay, C-Y-F-V-N-K. C-Y.
11:00
Speaker 2
Okay. When you set up this router, sir, did you change the password from the default password? Because the default password for this router is the one at the bottom of the main, uh, at the bottom, there's password there. You may try that. And you may take a picture of it, sir, just in any case, um, or maybe young, young man.
11:00
Speaker 1
NK, the end BK. Oh, KYRK. Oh, CRRules. I am I am VNK. I am I am K. you PC. Nope, it says incorrect password. Uh, Let me just make sure I'm going right C-I-F V-N-K C-I-R BNK I I K P yes, this is it reset. Recovery T3344 okay, continue. iPhone [silence] Okay. Okay. Right. Okay. Okay. Right. Day. I can't
12:00
Speaker 2
So, you can create a new router password.
14:00
Speaker 1
Okay. Obviously, my hint is somewhere in the password. No dice. Okay. Getting router settings.
15:00
Speaker 2
She is unbearable. [silence] And it particularly bothers him since he's a hyper active. Alter.
15:00
Speaker 1
Okay. Showing. Yep. Showing devices. Three nodes. Internet speed, 316. So we're down 21 on the. Okay. So it found it. Hello. You there? Yep. Yeah, I found it. Yep. Okay. All right. How do I give an update on
16:00
Speaker 2
Yes. Sorry for that. Yes, I'm still here. Okay. You're able to log in now. Okay. So that is on now how to use the app sir using the the router password. Okay? Oh, by the way, sir, I will uh um what do you mean?
16:00
Speaker 1
yeah of optimized channel speed okay that's it okay
17:00
Speaker 2
It will prompt you that if there is a need to do the update. It will like auto detect. It will auto detect if there is available firmware. It will just prompt you there on the app that it needs an update. Oh, by the way, sir, I would like also to inform you about the status of your router. It shows it here on our system that your MX4200 is already out of warranty. We can still provide with technical support, any assistance. If in any case in the future, during the troubleshooting, they found out the device is defective, there will be no refund. But your technical support is still available. There will be no replacement, rather. Okay? So, if there's anything else, sir? Okay.
17:00
Speaker 1
Thank you for the help. Okay. You have a nice night, Carla.
18:00
Speaker 2
So, you're welcome. So you may also check our website support.lingus.com for updates. Okay. So thank you for calling Linksys. This is Carla goodbye for now. Yes,
18:00