V2 Rubric Detail — bf95bdb8-6676-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 15:52
Duration
12m 53s
Contact
Linston Starks
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#GI00133253
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Access Linksys App
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent disengaged during multiple long silences (e.g., [11:00], [12:00]) after critical customer statements, failing to respond or guide the interaction, indicating evasion of responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent failed to resolve the issue, provided factually incorrect guidance (recovery key on Xfinity router), skipped essential troubleshooting, and disengaged during key moments with prolonged silences. No escalation was made despite clear technical confusion and customer frustration, resulting in an unresolved outcome. The prolonged unresponsiveness constitutes evasion, triggering an auto-zero under the rubric.

V1 Case Analysis

Customer unable to log into Linksys app remotely; agent provided incorrect recovery key guidance and failed to identify Xfinity modem/router topology.

Troubleshooting Steps
  • Asked if customer was connected to Linksys Wi-Fi
  • Suggested logging out of the Linksys app
  • Incorrectly advised using a recovery key on Xfinity equipment
  • Asked for model number of Linksys node
Key Observations
  • Agent provided materially incorrect technical advice: recovery keys do not exist on Xfinity routers.
  • Agent failed to recognize that the primary gateway is an Xfinity modem/router, not a standalone Linksys router, leading to incorrect troubleshooting path.
  • Agent incorrectly stated that remote access via router password is not possible, contradicting Linksys KB guidance for cloud-managed devices (https://linksyssmartwifi.com).
  • No model, serial number, or warranty information was collected despite relevance to support path.
  • Call ended abruptly without summary, next step, or escalation path.
Positive Highlights
  • Agent maintained a polite and calm tone throughout the interaction.
  • Agent attempted to guide the customer through logging out of the app, a valid troubleshooting step.
Agent Errors / Gaps
  • Advised using a recovery key on Xfinity equipment, which does not exist, a clear KB violation.
  • Failed to identify the correct network topology: Xfinity modem/router with Linksys nodes in bridge mode, not a standalone Linksys router.
  • Incorrectly stated that remote access via router password is not possible, ignoring Linksys Smart Wi-Fi cloud functionality.
  • Did not collect product model or serial number despite repeated relevance to troubleshooting.
  • Did not verify customer's ability to access the web UI or cloud login before giving instructions.
  • Allowed call to end without confirming outcome or setting next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer was unable to access or set up the router remotely and no resolution was achieved by the end of the call.
R2 Not Met Diagnostic thoroughness conf 96%
Agent asked vague questions and gave incorrect or irrelevant instructions (e.g., recovery key on Xfinity router), with no logical troubleshooting sequence.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly advised using a recovery key on an Xfinity-provided router, which does not apply, showing failure to match resolution path to actual product setup.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No structured diagnostic process; agent failed to identify whether issue was with app, account, or hardware, and jumped between unrelated topics.
T2 Not Met Appropriate tools / resources used conf 93%
Agent did not use remote session, logs, or device verification despite customer confusion and app malfunction requiring deeper investigation.
T3 Not Met No misinformation conf 96%
Agent claimed recovery key is on the bottom of the router and suggested it could be used on an Xfinity modem/router, which is technically incorrect and misleading.
Communication
C1 Not Met Clear & professional language conf 92%
Agent failed to set expectations, gave repetitive 'Okay' responses, allowed long silences, and lost control of the conversation flow.
C2 Not Met Confirmed understanding conf 91%
Agent used unclear, inconsistent language without confirming understanding; did not adapt to customer’s confusion or simplify explanations.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent did not take ownership—repeatedly asked for clarification without offering solutions and failed to drive the interaction forward.
O2 Not Met Proactive follow-through conf 94%
No clear next steps or timeline were provided; call ended without a plan or follow-up commitment.
O3 Not Applicable Closure confirmation conf 85%
No prior case history was referenced or observable; this appears to be a first-contact interaction.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent failed to escalate despite providing incorrect guidance and being unable to resolve a repeat-contact issue involving remote access failure.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent offered no acknowledgment of frustration, repeated effort, or empathy—remained transactional throughout.
X2 Not Met Tone & rapport conf 91%
Agent did not adapt tone or pace; remained mechanical, unresponsive during silences, and failed to re-engage the customer.
X3 Not Met Overall experience conf 92%
Customer repeated information multiple times; agent introduced confusion by misidentifying equipment and suggesting invalid recovery steps.
Call Transcript25 turns · 25 lines
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service, please have your device 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. Hi, thank you for calling Linksys. This is technical support. My name is Dylan. How can I help you today?
00:00
Speaker 1
loads and I'm trying to, um, change the name on my loads and log into my Lincoln's account, but I can't cause my password is not working. Um, I'm, I'm over at my rental property and it's asking me for the password to the router and I put the password in, but it still comes up is not correct. Excuse me? Am I trying to exit? The what? No, I'm on the app. [silence]
01:00
Speaker 2
what password isn't working sir? it's the admin password. I mean are you trying to access the web user interface? the web user interface. Oh the app. Okay.
01:00
Speaker 1
It won't let me in. All the app does is just spin and then it goes back to the same one, same information. Cuz it goes back to getting router settings. And then once it does that, it shows that I'm cuz I'm at my rental property. I'm not at my main home. And it shows internet online. Uh I guess so. Cuz I'm like I said
02:00
Speaker 2
I see. Is there an option for you to reset the password, sir? Yes. I will check. Uh-huh. Okay, so so technically you're you're just one of uh uh access the Linksys app. When you're logged in, just to confirm, sir, are you connected to your Linksys Wi-Fi? How can I do that? Uh-huh. Okay, sir, do you mind if I access your phone so that I can have a glimpse of the issue? Yes, you can. Thank you.
02:00
Speaker 1
Uh I'm, I'm at my, my son's place, rental property place. No, I'm not in they, well, they're, they don't say that any failures, so. They, they're doing good with that. And I guess I'm here for, I am here to uh. Correct, when I'm logged into my account, okay. Um, well, I, I'd have to set up earlier. I called you guys. I talked to somebody else. We have
03:00
Speaker 2
So you're on your son's place, not on your house where your nodes are? Just to confirm. Yeah. So you want to access your Linksys router remotely. I can't access it anymore. Yeah. I see. So you want to access your Linksys router remotely? um Unfortunately, sir you can't access the um your router remotely using the router password or using the router login. Remote access can only continue in the same network. Mhm
03:00
Speaker 1
I had everything set up, I could see my home router and I can see that but it's just not working for some reason now. I'll, I'll tell you what. I'm gonna just uninstall the app and try to, what you're saying is I need to log into it using a computer? Okay, but on the app, I can see both my routers. I can see the router that I have at my home and I can see the router that I have here. Uh. Let's see, I'm gonna just, unmove it and then, see if I can add it again. So, how do I add another router? How do I add my townhouse to the app? That's what I'm trying to figure out.
04:00
Speaker 2
Uh huh. Yes sir. Mm. Mm. Yes sir. Mm. Okay. So yes. Okay. All done sir, now. Let me confirm first, sir. Are you
04:00
Speaker 1
I'm at a place where I'm connected to the Wi-Fi, and I'm not at my home, but I do have nodes at my rental property, the same setup I have at my home I have it here. So how do I how do I add another, another system, location to to my computer. To my app. Correct.
05:00
Speaker 2
on the place where you're checking your router, like, are you connected to your Wi-Fi? So you want to access, uh huh. Okay. So your app. Okay, you need to, you need to, um, be connected on your Wi-Fi, sir, they're.
05:00
Speaker 1
I'm there. I'm already connected to it. So, what do I click on? Go ahead. Okay. On the the router, I got that. So, how do I use the app? Where do I go at on the app to do this? That's what I need for you to help me with. Yes. Okay. So, how do I find the logout? I'm under um, um... Yes.
06:00
Speaker 2
OK, you need to log out from your own account. Are you on the dashboard? OK. So you just have to click on the three lines on the upper left corner. [silence]
06:00
Speaker 1
all right i'm logged out now all right so i'm logged out and now what i do and it says i only have one attempt left or i'm gonna be locked out it says login i can log in using an email address and a password or i can log in using a router password no that's not what i want to do i want to i want to
07:00
Speaker 2
So what are you, I mean what's showing on your screen right now? [silence] OK, um, I need to verify first, sir. You, you want to uh, um, access your routers remotely.
07:00
Speaker 1
I want to set up my router, my, new router at my new location. That's what I'm trying to do is set it up. I'm sitting in here. Right. Yes. I got that. Let me see. I can't. I can't see it.
08:00
Speaker 2
Mm-hmm. So, and you're, you're on the new location at the moment. Okay. All right. So, um, you are now connected to your router or to your Wi-Fi, right? there. You just have to look for the default Wi-Fi password. The router, on the router, underneath the router. Uh-huh. And if it doesn't go through, sir, is there an option for you to reset the password? Since it, you go to the router login and then,
08:00
Speaker 1
Okay. Hold on. It has a password on the Linksys router, but it doesn't have a code. There's no code up here to enter at all. Yeah, it's not one listed. It's not one listed on this modem router that I'm looking at.
09:00
Speaker 2
Oh, uh, go to your log, go to the router log-ins and then reset the password. And then enter the recovery key that is located underneath the Linksys router that you have there. Mm. recovery key. That's the code. [silence]
09:00
Speaker 1
That's a Linksys, I mean that uh yeah Linksys. I mean this is a xfinity router. Excuse me. It's not an, it's not a um ex, it's not a, it's not a, think it's a router. It's a xfinity router. Yeah, but I have Linksys nodes. I don't have a Linksys router. I have a I have a Xfinity Comcast router. I'm connected to the Linksys nodes. I I have this [silence]
10:00
Speaker 2
Oh, I see, then you can't use the links as apps sir if you're want to access your the Xfinity modem router. Then you need to use your links node. Just to verify sir, what's the model of the links router that you have there? Is it the same? Oh, you can't access it sir, if you you're not connected to the links router. [ silence ]
10:00
Speaker 1
I think where you're confused is I have the exact same setup in my house. I have a Xfinity modem slash router, and I have three nodes. I have the exact same setup. I know I can access it, you're, you're missing something. So I have a, uh, Com, Comcast Xfinity router. My link is nodes. Okay. All right, I have the parent node, and you look, you're talking about a recovery key of on the bottom of it? miles.
11:00
Speaker 2
[silence]
11:00
Speaker 1
Yeah, it's not. That's not working.
12:00
Speaker 2
[silence] was it it
12:00