V2 Rubric Detail — b8733bb0-7ecb-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 15:01
Duration
29m 8s
Contact
415-300-6098
Issue Type
Password/Login
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00136869
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cant access Linksys app
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall66.9% (+26.9)

V2 Grader Summary

The agent correctly applied the technical guidance from universal_app_transition_notice.md by directing the customer to the local web interface (192.168.1.1) when the app failed. While the agent missed some diagnostic steps (LED checks) and struggled with call control, the technical instructions provided were accurate and the escalation to Level 2 was appropriate.

V1 Case Analysis

Customer unable to access router via app or web UI (192.168.1.1) due to security warning and login issues. Agent gave confusing guidance on recovery key and password reset, failed to validate login, and escalated to Level-2 callback. Node topology question unanswered. No model or warranty confirmed.

Troubleshooting Steps
  • Collected partial serial number (A0J20ZMT617AB).
  • Confirmed customer's name and email (Sharom.Azhar@comcast.net).
  • Guided customer to access http://192.168.1.1 via browser.
  • Instructed to bypass Chrome security warning using 'Advanced' and 'Proceed'.
  • Attempted to guide through login using app password, then incorrectly referenced recovery key for password creation.
Key Observations
  • Agent correctly identified and directed to http://192.168.1.1 for local access, aligning with KB guidance.
  • Agent inaccurately stated the recovery key is used to 'create your own password' on the login page, which is false — recovery key is for hardware reset, not login recovery.
  • Agent failed to distinguish between app login credentials and router admin password, leading to confusion.
  • Customer’s question about node topology on the web dashboard was not addressed, missing a key opportunity to provide value.
  • High background noise and repeated miscommunications reduced efficiency and clarity.
Positive Highlights
  • Agent correctly directed the customer to use http://192.168.1.1 for local web access, which is the recommended method per KB.
  • Correctly advised bypassing the 'connection not private' warning via 'Advanced' and 'Proceed' in Chrome, aligning with standard procedure for self-signed router certificates.
  • Remained polite and acknowledged customer frustration due to background noise.
  • Properly escalated to Level-2 support when unable to resolve the issue, setting a callback expectation.
  • Collected customer name, email, and partial serial number, meeting basic case documentation needs.
Agent Errors / Gaps
  • Failed to collect complete model number or confirm product family, critical for accurate troubleshooting.
  • Provided materially incorrect information: claimed recovery key is used to create a new password on the login page ([15:00]), contradicting KB which states recovery key is for factory reset only.
  • Did not clarify difference between app login and router admin password, leading to login loop.
  • Did not verify whether the customer was on the local network before directing to 192.168.1.1.
  • Failed to answer customer’s question about viewing node topology on the dashboard ([26:00]–[28:00]), leaving a secondary issue unresolved.
  • Repeatedly asked for information without clear purpose, contributing to inefficiency and frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
No resolution achieved — app detection issue and dashboard node visibility were not resolved; escalation to L2 with callback is not a resolution.
R2 Partially Met Diagnostic thoroughness conf 70%
Agent tried app reinstall and local UI access but skipped key steps: did not check router LED status, internet connectivity, or confirm if auto-update was enabled per KB.
R3 Met Correct resolution path conf 90%
Escalation to Level 2 was appropriate after failed troubleshooting; agent did not dismiss OOW or avoid help.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Identified symptom (app can't detect router) and asked about phone type and Wi-Fi name, but failed to ask about router LEDs, internet status, or prior resets as suggested in universal_firmware_update.md and universal_escalation_guide.md.
T2 Met Appropriate tools / resources used conf 90%
Correctly directed customer to use local web UI (192.168.1.1), which is the recommended method per universal_app_transition_notice.md.
T3 Met No misinformation conf 85%
Guidance to access 192.168.1.1, bypass security warning via 'Advanced', and use existing password aligns with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent eventually framed the escalation but had long silences, no initial structure, and lost control when customer became frustrated.
C2 Partially Met Confirmed understanding conf 70%
Used simple terms but failed to confirm understanding; did not adapt pacing or tone despite customer confusion and noise complaints.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case, collected serial number, attempted troubleshooting, and initiated escalation rather than transferring prematurely.
O2 Met Proactive follow-through conf 85%
Set clear next step: Level 2 will call back within 2–3 hours; asked customer to keep phone available.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff to another agent.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation followed legitimate trigger — repeated app failure and unresolved detection issue after basic troubleshooting.
E2 Met Escalation prep & handoff conf 85%
Correctly routed to Level 2, provided reason (further troubleshooting), and informed customer of callback timeline.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Offered generic apologies but did not acknowledge customer’s repeated effort or frustration with empathy beyond script.
X2 Partially Met Tone & rapport conf 75%
Customer expressed frustration and asked for a manager, but agent continued with process rather than adjusting tone or simplifying steps.
X3 Partially Met Overall experience conf 70%
Customer repeated serial number and struggled through unclear steps, but agent avoided unnecessary holds and eventually set a callback.
Call Transcript40 turns · 42 lines
Speaker 2
Welcome to your Linksys support, to ensure quality service, your call may be monitored. Certain products will be supported, while any products with self-help options will end its support. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.Linksys.com or our chat support for more information about your product. We are currently experiencing higher than normal call volumes, which may result in a longer wait time. We appreciate your patience. You can also visit our website at linkis.com or our or chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible. [silence]
00:00
Speaker 1
Please, something happened to the app on my phone. Uh. I'm hearing lot of. I'm hearing lot of voices in the behind. I can't. Okay. What is happening now, when I try to uh login or uh do it says something when wrong. We can't uh detect your router. Once we got it. Something went wrong. We can't. Detect your router.
02:00
Speaker 2
Yes sir. Mm-hmm. I'm sorry, what is the error here? Something went wrong. Mm-hmm. I see. Oh, you're using, what phone sir, an apple phone or android phone? [silence]
02:00
Speaker 1
Afel, Afel, Apple Patch. [silence] carry [silence] city and number of white. I have six of them. [silence]
03:00
Speaker 2
Apple phone. Yes. Have you tried to delete and install the app? Uh-huh. Okay. And still getting the same error message. I see. Do you have the serial number of your Linksys router, please? The main node there. The parent node. Your email? It's a interesting. How many devices do you have in the [silence]
03:00
Speaker 1
I have name passwords and the recovery key. Which one do you need? I know what you said. I don't see any serial number here. Hold on. Hold on. Okay. Okay. Is it like A0, J like Jack, 20, Z like zebra M like Mary T617AB like boy, A like Apple. Okay. Okay. I don't need any key now. Just send me the serial here. Please hold. Thank you for your patience.
04:00
Speaker 2
The SN sir? The serial number. Can you check on the other side, sir? Uh-huh. Books, the one's here, 20, huh? Okay. Okay. All of them, same location. 20529. Got it. Let me just.
04:00
Speaker 1
I have four like this and two, a smaller one. Comcast. Expedite. Yes. Yes, you are. Yes, you are.
05:00
Speaker 2
just check on the exact device sir and you have 6 of these uh routers here right? [muchnoise] okay got it okay may i know who is your internet provider sir? [muchnoise] Comcast. okay. [muchnoise] Got it here. okay yeah i was able to pull up the record sir. may I just confirm if I'm speaking to mr. Sharom Azhar? thank you here. uh the email I have here sir is Sharom.Azhar@comcast.net [muchnoise] okay thank you. USA
05:00
Speaker 1
We have a lot of noises behind the, you know, on the line. I don't know what it is. That's really disturbing. Okay. Yes. Yes. Yes. Hold on. Okay. Okay, the first page is, you haven't added the router to your router. an- When we have a mesh Wi-Fi system.
06:00
Speaker 2
Yeah, sorry for the slower, but let me just fix that one. Okay, just give me a second. Okay, is your phone connected to your Wi-Fi network when you get that error message? You are connected. Okay. Can you do this one? Sure. Go back to the NCS app and let's go back to the first page. Sure. Let's go ahead with the first page. Okay, you
06:00
Speaker 1
it says add an existing router or mesh wifi system and the next one is just setup existing wifi okay that's that's the one you want me okay and it comes add the existing router or mesh wifi okay find my router right and that's the one it says I couldn't find it but hold on thinking now
07:00
Speaker 2
yes that's the right um page. sure do you have an option to add to account? okay. yes, choose that one sir. oh, first option. yes sir. yes yes sir. what's your email and phone number? [silence]
07:00
Speaker 1
Same thing. Something went wrong. We can't detect your router. Why? Why? Do you mean why? Why? The name makes a difference? Is it Wi-Fi 2026? Say it again. I'm sorry. Okay. Yes, I went through.
08:00
Speaker 2
I see. What is the name of your Wi-Fi, sir? I'm sorry, sir. What is the name? Because there are some cases, sir, that your router is already back to default, without you recognizing that. Wi-Fi 2026. OK. Go to your phone settings. Yes, go to your phone settings. Cell phone settings. OK. And go to Wi-Fi. OK. And then
08:00
Speaker 1
no dots beside any name is only information information yes okay so what do you need yes
09:00
Speaker 2
on the name you are connected, can you tap on the Details or the dots beside the name? How about details? Information Yes, sir, that's it. Okay, can you look for the router number, sir? 192.168.1.1.
09:00
Speaker 1
I did that already. I already did that yesterday and it didn't work. Do you want me to do it again? That's I hope. Yes. I have a computer. Yes.
10:00
Speaker 2
Okay, Sure. Can you delete the app surfees so that we can start from the very first steps, Sure. Okay, if that's the case, Yes, sir. If that's the case, sir, do you have an iPad or maybe a laptop that we can use? Yeah, I have computer. Okay, is your computer connected to your Wi-Fi right now? Okay. Can you uh open a browser, Sure? And if you can remember the numbers we uh we uh get earlier, Sure? the 192.168.1.1 Can you type it on the address bar?
10:00
Speaker 1
Hold it. What was that? Tell me again. Okay. Yes. Yes. Should I say admin? Nothing else? Okay. it says links... [silence] links is... [silence]... and your connection is not private. Why? it says that? Okay. [silence] What? No. I have... [silence]
11:00
Speaker 2
Yes, sir. One, nine, two, dot, one, six, eight, dot, one, dot, one. And press enter. I'm sorry, sir? Okay. Okay. Yeah, that's okay, sir. That's because of the firmware. Um, do you have an advanced option, sir, or show details? Um, this just, so why did I spread my details option? Um, advanced or show details. Do you have it? Okay, um, good news.
11:00
Speaker 1
How can I buy pass the. How can I buy pass the warning? Why can I seeing this? Did I be connected? Google Chrome. Okay. Your connection is in private. Now I have some. So it's not buy passing. It's no. It's a go back. Yes. I do, I do. 25. Okay. I did. Yes.
12:00
Speaker 2
What option do you? Oh. Okay. Can you scroll down, sir? Look for the continue button on the bottom of the page. Okay. Can you bypass that? Okay, good. Do you have advanced, I'm sorry. Advanced. Yes. Okay, click on advanced. Okay. Then proceed to 192.168.1.1 unsafe. Okay, click on the
12:00
Speaker 1
Okay, waiting. Okay, it says access, deal up or sign in with your gauder. Yes, I know. Say it again, is a lot noises. I can't hear you clearly. What do you want me to do? Put the password? Yes. Okay.
13:00
Speaker 2
That's correct. And then press the right. OK. Do you remember creating a password on your Linksys app before? OK. Let's use that. Yeah, I apologize for that sir, yes, sir. Yes, do you remember creating a password for your app before? To log in? OK. Use the same password, sir. [silence]
13:00
Speaker 1
Oh. It's come back. Let me try it again. No, it comes back to the access wheel up. Yes, I did. I did Twice. Okay. Reset task? Yes, I see reset task. Oh.
14:00
Speaker 2
[silence] Have you applied your? password sir, or no? Okay. Okay, sir. We will not do another attempt, because it might block you on the user interface. Do you see a reset password option? Reset password. Yes. Okay.
14:00
Speaker 1
Okay, Name, it needs the key. Okay. Okay, create the new password.
15:00
Speaker 2
No, no, no. Recovery key is located underneath that parents router chair. Okay, yes, sir. Create your own password here to log in on this page. [silence] This doesn't show how. [Silence] Okay, yes, sir. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [silence] [silence] [silence] recovery key. [Silence] [Silence]
15:00
Speaker 1
what is your past report [silence] okay [silence] okay [silence] we're on the page [silence] now it says the router connected [silence] yes I have no idea what you said. Okay. That's ridiculous. Okay. Do you have a manager or somebody there?
16:00
Speaker 2
sure because we are actually encountering problems with the Linksys app. Um, and um, it will be more easier sure or accurate if you will use the user interface instead. That page you have right now, sir, that is the user interface of your Linksys. So, since the app, yes sir, I will try to ask sir, if there is any downtime on the app or there's any maintenance on the app sir, but for now, uh that page, you can use it if you want to do some changes on your devices. [silence] [music]
17:00
Speaker 1
Sure. Okay, let me talk to them. They should be available. They should be. all this time I could you I hear you I and I there that I understand order people work in here [silence]
18:00
Speaker 2
Hello. Oh, hi, hello, sir. This is Albert from support assistance. Um, yeah, your case has been escalated to a further assistance. Um, yeah, I believe I'm speaking with Jeram at Zar. Um, am I right, sir? Okay. Um, yeah, Jeram, sir, actually, the previous representative actually informed me that, um, you've been hearing this noise, uh, on your end. Um, how are you, um, can you hear me okay, sir? Or, um, is it disturbing as well? Okay. Um, I see. Um, sure, sure. We really do apologize, okay, for the inconvenience. And, um, yeah, um, actually, um, yeah, this is something, okay, um, in our hand, okay. Um, but hopefully we can assist you, uh,
23:00
Speaker 1
Yes. Okay. And most were named, sir. What is your name? Okay. I I know, anyway. Okay. Okay. Okay. Thank you. So good night.
25:00
Speaker 2
How about like this sir, let's ask the assistance from the level two and um someone from the level two team will going to call you back sir and then they will going to conduct further troubleshooting. Okay, I don't I don't worry. Um the uh callback maybe it will only take maybe two to three hours or earlier than that once a level two technical rep is available, then they will going to call you back right away, okay? All right, okay. So I'll Ah, Eric. Yeah, my my name My name is Albert. Sheram, okay. That all right. Sir, I will going to uh I will going to set that appointment call back, okay? From our level 2 team. And uh please kindly um kindly keep an eye with your phone, okay? And uh if someone will going to call you back that's for sure, okay? Yeah, you're always welcome sir and thank you as well, okay for your understanding. Sheram, you do have a wonderful day. Uh bye. Um [silence]
25:00
Speaker 1
Before I, excuse me, before I let you go, I'm in the dashboard on the computer. How do I see my devices connected to each other? Like what I see in the app. Not in the app. I'm in the computer and I logged into Linx, is and I am in the dashboard. What I'm asking in the dashboard, how do I see my nodes connected to each other? Sure. Sure.
26:00
Speaker 2
Okay. I'm sure, uh, um, Shurum. Um, Sir, yeah, you said you're already on the dashboard, right? Okay. Um, sir, can you check on the device list? Okay. Um, um.
27:00
Speaker 1
yes or is there any list of the anything is rather good the thing I have but I want to know all of yeah but I need to know the list of the nodes and connectivity that's the reason I use my phone okay okay thank you okay thank you
28:00
Speaker 2
Yeah. What's... What's on the device list, sir? Can you tell me? Is it... owl. mhm. I see. I see. mhm. OK. um, yeah. With that, OK. um, yeah, I think we need the help of our a level two uh, technical team. So don't worry sir. OK? We will going to we will going to help you. And then we will going to as well, um, show you how to how to monitor that, OK? On your dashboard, all right? We have different Wi-Fi. You're welcome, sir. Hello. Thank you as well.
28:00
Speaker 1
Thank you very much. All right. Thank you. Bye. Bye.
29:00