V2 Rubric Detail — bcca096e-6378-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:29
Duration
6m 46s
Contact
Karen Kish
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132677
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SINGLE DEVICE WON'T CONNECT.
⚠ Auto-Zero applied: Avoidance/Evasion — agent failed to provide any troubleshooting, guidance, or solution and repeatedly asked for information without advancing the call.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent completely failed to address the customer's request for router admin password recovery, offered no troubleshooting steps, and provided no next steps or empathy. Despite clear KB guidance on using the Recovery Key for password reset, the agent ignored the issue and allowed the call to end unresolved, demonstrating avoidance behavior.

V1 Case Analysis

Customer unable to access MR-7350 router admin interface; agent did not clarify login type (Wi-Fi vs admin) or provide password recovery steps. Call ended without resolution.

Troubleshooting Steps
  • Confirmed model number (MR-7350) and serial number (33C10M29D00161).
  • Asked about LED status (customer reported green and yellow/orange lights, not blue).
  • Asked if other devices could connect to the Wi-Fi network.
Key Observations
  • Agent did not clarify whether the customer was trying to access Wi-Fi or the router admin interface.
  • No password recovery steps (e.g., recovery key, 'Forgot password' link) were provided despite the KB clearly outlining this procedure for MR-7350.
  • Agent asked irrelevant questions about LED status without providing correct guidance for MR-7350 LED behavior (KB reference: solid blue = online, not relevant to password issues).
  • Call ended abruptly with no resolution, next step, or escalation path.
  • Customer frustration was not acknowledged or addressed.
Positive Highlights
  • Correctly captured the model number (MR-7350) and serial number (33C10M29D00161).
Agent Errors / Gaps
  • Failed to identify the exact problem (Wi-Fi access vs router admin login).
  • Did not provide the standard password recovery procedure from the KB (recovery key via 'Forgot password' link at http://myrouter.local or http://192.168.1.1).
  • Provided irrelevant or incorrect LED guidance for the MR-7350 (KB states solid blue = online, but this was not the issue).
  • Did not offer empathy or acknowledge customer frustration.
  • Ended the call without setting a clear next step or offering escalation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never resolved the password issue or provided any solution; call ended without resolution.
R2 Not Met Diagnostic thoroughness conf 98%
No meaningful troubleshooting steps were taken; agent did not guide customer through login process, recovery key, or reset options.
R3 Not Met Correct resolution path conf 97%
Agent failed to select an appropriate resolution path such as Recovery Key reset or factory reset as fallback per KB guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify the root cause (forgotten admin password) nor ask relevant diagnostic questions about login attempts or recovery key.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., admin UI guidance, recovery key lookup, firmware check) were used despite being necessary for password recovery.
T3 Not Met No misinformation conf 94%
Agent provided no technically accurate information; no mention of default passwords, recovery key, or reset procedures from KB.
Communication
C1 Not Met Clear & professional language conf 96%
Agent lost call control; repeated irrelevant questions about lights and network while ignoring the core request for password help.
C2 Not Met Confirmed understanding conf 95%
Agent used confusing language (e.g., 'solid blow') and did not adapt to customer's clear frustration and repeated attempts to explain the issue.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; gathered minimal data and offered no follow-up, solution, or escalation path.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or commitments were provided; customer was left with no path forward.
O3 Not Applicable Closure confirmation conf 99%
First contact with no prior history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was made and none was clearly warranted given the unresolved state.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy; responded with robotic prompts and ignored customer's expressed frustration and urgency.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s tone or pace; customer repeatedly tried to redirect and was ignored.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number and problem description multiple times; agent added no value or efficiency.
Call Transcript12 turns · 12 lines
Speaker 2
Welcome to Lynxsys 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.lynxys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid? Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
Hi there. If I give you a serial number, can you help me with what the password is for my router? I'm trying to log into my computer using a Linksys router and the password is not accepted. Yes. I'm trying to access the Internet. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Karen Kish. [silence]
01:00
Speaker 2
Hi, thank you for calling Linksys. This is Reggie. What's your day? Yeah, but what is your concern? Why are you calling, Ma? What is your concern all about? Are you going to access the Web interface or the Linksys app? But is this your first time calling us for support? And are you calling from United States? May I know your first name and last name, please?
01:00
Speaker 1
Yep. [silence] K I S H. It's 813 352 6550. I'm not giving you my email because nothing is working. If I give you the serial number can you tell me what the password is please? Yes or no? [silence] 33C10M29D00161.
02:00
Speaker 2
K E R E N. And could you spell me, your last name? K I S H. And, and your call-back number. And your email? Can you please provide a serial number? so 33 CF Charlie 10 EM Michael two nine VV violin.
02:00
Speaker 1
No, no, no, no, no, no, no, not V for Violin. D as in Dog 00161. spectrum. Yes. What do you mean? How do I access it? Yeah. I click on Wi-Fi and I go to Spectrum, which is where all my other devices are connected. And I put in my usual Spectrum password and it doesn't work on my new laptop. And so,
03:00
Speaker 2
00161. And who is your internet service provider? So, let me just confirm the model number of your Linksys product, it's an MR-7350. And how did you access your web interface? Can you please describe what have you done so far? Yep. Of course. If you are
03:00
Speaker 1
[silence] What is the what? [silence] The lights on the top. What, what do you want to know? What is the light? What? [silence] [silence] [silence] [silence] Solid blue? [silence] [silence] I see two green solid lights and two yellowish orange flashing lights. There is nothing blue on this item. If I'm looking for [silence]
04:00
Speaker 2
connected with your spectrum network mom. You need to connect your laptop to your link syss network. What is the light indicator of your links the router? light color on top . Yes. What is the light? What is the light indicator? Is it solid blue? Look for your MR7350 ma'am, your Linksys product. Is it solid blue? What is the light indicator of your Linksys router.
04:00
Speaker 1
There's two green lights and two yellowish orange lights. That is what is on here. There's a blue light on the front. I know it's working. Yeah, I know it's working. That's not the issue. The issue is that it won't take a password. It won't take my typical spectrum password, and it won't take the links that password either. So, I can't access my All my other devices are on spectrum with no issues. Only this computer is giving me a hard time. I've tried to connect it to spectrum. It does not take the spectrum password for this PC. Type in the password again. Got it. No problemo. [silence]
05:00
Speaker 2
Can you check the light indicator on front on the front? OK, solid blow which means it's working. That is online. How about your other how about your other devices? OK, it's only single device won't connect to the network. Have you tried to connect the computer to your spectrum to a different network?
05:00
Speaker 1
Trume password and it does not take the lynxis password. Goodbye. No, I'm not thinking, No.
06:00