V2 Rubric Detail — b36df864-749c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 15:59
Duration
5m 47s
Contact
Ishmael
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
—
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall42.8% (-13.2)

V2 Grader Summary

The agent failed to provide technically accurate information by claiming remote app access was no longer possible, contradicting the KB. Furthermore, the agent relied on an invalid resolution path (resetting via the broken app) and omitted the authoritative recovery methods involving the local web UI and recovery key.

V1 Case Analysis

Customer unable to log into Linksys app due to password rejection. Agent correctly identified router password requirement and guided app-based reset. Incorrectly stated remote app access is no longer possible. Customer reset password and regained access.

Troubleshooting Steps
  • Confirmed customer identity as Mr. Ishmael [01:00].
  • Clarified that the Linksys app requires the router admin password, not the cloud account email/password [01:00].
  • Advised that the router password can be reset from within the app [02:00].
  • Incorrectly stated that remote access to the Linksys app is no longer possible [02:00].
  • Stayed on the line while the customer performed the password reset [03:00].
Key Observations
  • Agent did not collect product model, serial number, or warranty status.
  • Agent provided materially incorrect information about remote app access being unavailable.
  • Agent failed to mention the five-digit recovery key method for password reset.
  • Customer successfully reset the password and regained app access, indicating the core guidance was sufficient for resolution.
Positive Highlights
  • Correctly identified that the Linksys app requires the router admin password, not the cloud account credentials [01:00].
  • Stayed on the line while the customer performed the password reset, providing real-time support [03:00].
  • Guided the customer to a working solution that restored app functionality.
Agent Errors / Gaps
  • Did not ask for or record product model or serial number.
  • Provided factually incorrect information that remote access to the Linksys app is no longer possible — this contradicts KB documentation which confirms remote access via https://linksyssmartwifi.com is supported on applicable models.
  • Failed to explain the five-digit recovery key password reset method as documented in linksys_now_login_admin.md and universal_password_login.md.
  • Did not verify whether the customer had already tried the recovery key method or confirm device access.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer says 'Okay, it's working' but only after attempting a reset the agent suggested; however, the agent did not verify the actual resolution of app login or parental control access, leaving outcome uncertain.
R2 Not Met Diagnostic thoroughness conf 95%
Agent did not conduct meaningful troubleshooting—no inquiry into router access via myrouter.info, recovery key, or local web UI; relied solely on app-based reset despite app being non-functional.
R3 Not Met Correct resolution path conf 95%
Agent directed customer to reset password via the app, which is invalid when app access is broken; failed to offer the correct path: local web UI (e.g., myrouter.info) with recovery key, per KB.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (app login failure) and asked about password type, but did not diagnose root cause (e.g., forgotten admin password, app deprecation) or explore alternative access paths.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use or suggest any valid tool (e.g., local web UI, recovery key process) despite the app being non-functional; KB clearly documents non-app recovery methods in linksys_now_login_admin.md and universal_password_login.md.
T3 Not Met No misinformation conf 95%
Agent claimed 'unfortunately you cannot do that anymore' regarding remote access to the app, which is contradicted by linksys_cloud_account.md and universal_password_login.md, both of which confirm remote management via https://linksyssmartwifi.com for supported models.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but allowed multiple silences, lacked structured guidance, and failed to set clear expectations about resolution path.
C2 Met Confirmed understanding conf 95%
Agent used simple language, responded to customer’s repeated questions, and avoided technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the line, did not transfer, and attempted to assist with password reset.
O2 Partially Met Proactive follow-through conf 85%
Agent offered to stay on the line but did not specify steps, timeline, or success criteria for the reset process.
O3 Met Closure confirmation conf 95%
Agent referenced prior call and system record, avoiding re-asking basic info.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized and was polite but did not acknowledge customer’s frustration from prior unresolved issue or repeated login failures.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, remained engaged, and responded to each prompt.
X3 Not Met Overall experience conf 90%
Agent directed customer to use a broken method (app reset), forcing unnecessary effort when a simpler, documented local web method exists.
Call Transcript12 turns · 12 lines
Speaker 1
I'm trying to I'm trying to log into my links app and it's not working the password is not working nothing is working it just i don't know how to get into the app i don't know what's going on. Yes, yes, you are yes I called last Friday I had a had a huge problem last Friday and I called last Friday and then one of the colleagues did some work with me and and it changed the password and then it was working but today
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. This is Rio. How can I assist you for today? I do apologize if you have an issue with the app, sir. Now, sure. Let me just confirm by the way, uh, since I was able to pull up a record for you in the system, our -- am I speaking with Mr. Ishmael? Is that correct? [silence]
00:00
Speaker 1
It's not working nothing the app is not it's not working again I don't know what's going on is is is the password won't go through so I'm trying to get into the links app but it's not it's saying my password is incorrect but I haven't changed my password so I've tried both and both not working before both were working. all right so my email my email um and password will not work anymore just the router password Right. Right okay. So why why is why is the router password also not working then I'm trying now but it's not working.
01:00
Speaker 2
oh, is the app not working sir, or the password won't go through? Okay. What are you using a router password or email password. Okay, you cannot, uh just to set proper expectation sir, that email and password won't work anymore if you're going to use the app. You can only log in using router password. Yes, yes sir, only router password.
01:00
Speaker 1
So, what, what, what, what, what do I have to do? Right. So, how do I reset a router password? oh, right. Okay. Right. Okay. All right. So, so, so if, if, if I am outside, and I'm trying to, because I, I use the, the parental control quite a bit because I've got younger kids. So, if I'm outside, and I need to log in to the, the app and turn off the parental control, how, what, how can I do that? Parental control. Yeah.
02:00
Speaker 2
Oh. Well, if that's the case then that the router password won't go through, you can try to reset the router password and create the same one or a new one. Um, in the app there will be an option there to reset, you can just click the reset. [silence] Oh, uh, so, if by chance that you're outside, you wanted to access the Linksys app. Um, unfortunately [silence] Yeah, unfortunately, you cannot do that anymore.
02:00
Speaker 1
Do you, at home? Oh, right. Oh, okay. I see. Right. I didn't know that. Okay. All right. Okay. Let me, let me reset the password, the router password then and see if it works. Okay. All right. Let me, I wasn't told this last Friday when I spoke to your colleague, so I'm not sure. Okay. Okay. That is fine. Uh, can you stay on line whilst I reset it just quickly? Okay. All right, then let me set it now then and see if it works. Uh, router password. Right. Reset password. Okay. Enter router key. Which is, um,
03:00
Speaker 2
You can only uh you can only have an access to the app. Yes. Apologies for that. Sorry. Yeah, I'm still uh. I'll stay with you.
03:00
Speaker 1
No I'm busy. Sorry. You OK? What's wrong? I'm busy. Mhm. OK. Um and Can I can I reset this? Um can I use the same password that is underneath the router? Or it has to be a new one? OK a new one. OK that's fine. Um OK. Um any password? OK fine.
04:00
Speaker 2
No, sir. It will not let you allow.
04:00
Speaker 1
Okay, it's working. Oh, aright. No, it's okay. Thank you for your help. And you too. Bye.
05:00
Speaker 2
all right anything anything else sir? you're welcome sir. if you need further assistance do not hesitate to call us back here. this is Rio. you have a nice day. bye.
05:00