V2 Rubric Detail — c2f1fae2-6466-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 00:53
Duration
12m 38s
Contact
Andy Medina
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.1/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication1.25/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall38.8% (-23.2)

V2 Grader Summary

The agent provided accurate information on password recovery and gave a clear next step, but failed to conduct complete diagnostics or verify that internet connectivity was restored. Core troubleshooting steps were skipped, no tools were used, and the customer’s frustration was not acknowledged, resulting in a partial resolution where the primary issue remained unconfirmed.

V1 Case Analysis

Customer unable to access router admin interface after modem change. Guided to reset admin password via five-digit recovery key using 'Forgot Password' flow. Modem-to-router connection verified. No model/serial/warranty collected. Customer to complete password reset via email.

Troubleshooting Steps
  • Verified modem-to-router connection and LED status
  • Confirmed Wi-Fi network visibility and connectivity
  • Clarified difference between Wi-Fi password and router admin password
  • Instructed use of recovery key via Forgot Password flow
  • Offered product registration assistance
Key Observations
  • Audio quality was poor, causing repeated clarification and partial overlap in speech.
  • Agent did not collect model number, serial number, or warranty status despite troubleshooting a specific device.
  • Agent provided correct admin-password reset instructions using the recovery key, aligning with KB guidance for Velop/SPNM products.
  • Customer name 'Andy Medina' was self-identified at [03:00].
  • Product family inferred as Velop due to 'mesh network' reference and node LED discussion.
Positive Highlights
  • Correctly identified that the Spectrum modem should be connected to the router's Internet (WAN) port [05:00].
  • Provided accurate guidance on resetting the router admin password via the five-digit recovery key and 'Forgot Password' flow, consistent with KB guidance [10:00–11:00].
  • Clearly differentiated between Wi-Fi password and router admin password, preventing common confusion [09:00–10:00].
  • Offered to register the product on the customer's behalf, adding value beyond immediate troubleshooting [11:00].
  • Confirmed that the mesh nodes had reconnected and LEDs were stable, validating network recovery [06:00–07:00].
Agent Errors / Gaps
  • Did not collect product model number or serial number, which are required for device-specific support and warranty verification [03:00–12:00].
  • Did not verify warranty status or discuss support eligibility, creating a protocol gap for potential escalation or RMA paths.
  • Did not confirm that the password-reset email was received or that the new password worked, leaving resolution unverified.
  • Failed to acknowledge customer frustration or confusion, especially during audio issues and early troubleshooting chaos [02:00–05:00].
  • Allowed customer to drive the call initially without establishing control or structure, leading to disjointed symptom reporting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never confirmed internet access or router admin login success; agent closed the case after suggesting a password reset without verifying core connectivity or resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent confirmed modem-to-router connection and observed node LED turned green, but skipped essential steps like power cycling modem, testing speed at modem, or checking WAN status in UI.
R3 Partially Met Correct resolution path conf 85%
Agent addressed password recovery but did not assess whether the issue was hardware-related, warranty-covered, or required escalation; treated as config issue without full validation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (no internet) and LED status change, but did not ask about ISP type, WAN IP, or perform logical narrowing to root cause such as PPPoE or VLAN needs.
T2 Not Met Appropriate tools / resources used conf 90%
Did not use any diagnostic tools (e.g., remote session, web UI access, speed test) despite needing to verify WAN connection and router status — relied solely on customer description.
T3 Met No misinformation conf 95%
Correctly explained difference between Wi-Fi password and admin password, and accurately described recovery key reset process per KB guidelines.
Communication
C1 Not Met Clear & professional language conf 95%
Multiple unexplained silences, no clear structure or expectations set, and agent failed to guide the interaction through technical confusion or transitions.
C2 Partially Met Confirmed understanding conf 85%
Used correct technical terms (admin vs Wi-Fi password) but did not confirm understanding when customer expressed confusion about recovery key and login process.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Took ownership of product registration and guided password reset, but did not ensure full resolution of the primary internet connectivity issue before closing.
O2 Met Proactive follow-through conf 95%
Provided clear next step: use 'forgot password', enter email, receive reset email — a specific, actionable path the customer acknowledged.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; nothing to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on the information provided during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Minimal empathy shown — only brief apology for audio issues; did not acknowledge customer frustration, repeated troubleshooting attempts, or stress.
X2 Not Met Tone & rapport conf 90%
Agent maintained a flat, generic tone and did not adapt to customer’s hearing difficulties, confusion, or urgency; no pacing or style adjustment observed.
X3 Not Met Overall experience conf 90%
Customer repeated information about LED status and connection attempts; agent could have streamlined steps but instead added effort (e.g., password reset without confirming necessity).
Call Transcript19 turns · 21 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's serial number ready. For assistance, press 1 now. For out of warranty products, 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. [silence]
00:00
Speaker 1
Hi, I can barely hear you. Can you hear me? No.
02:00
Speaker 2
Hello there, you're calling Linksys. My name is Ellis. Is this your first time calling? If it is, your first time calling Linksys support,
02:00
Speaker 1
I could barely hear you. I'm sorry. Can you hear me? Hello? Andy Medina? I can't get my link mesh work to connect to the Internet, need some help with it. It happened. I just, they had me change out the modem from spectrum and it just didn't work. I reset it. I did everything I needed to do with it. Yeah. It's red. It's really hard to hear you. No, no, that's me. That was me. Uh, no, that was me. Thought I had you on speaker and I didn't. Sorry about that. Can you hear me? Yeah, yeah, yeah. Yeah. Okay, so it's showing green right now. Uh maybe I just have to reset it. But is there an issue with Okay, so I disconnected it. I gave it about 15 to 30 seconds on it. Uh went through the process of ensuring that the modem the main modem that I've provided by the internet provider was in place to secure that and then moving on to the next step to ensure that.
03:00
Speaker 2
What is the light color of your Lynksis modem right now? Um red and yes. Um sorry for that um you can call us back so let's see if... oh you can hear me now clearly? Yeah, I can, I really hear you. Yeah, clearly. There's not a problem. Uh can you tell me instead? what have you done so far?
04:00
Speaker 1
let the uh lithium system is in the mesh network is in place I might have had the initial right I thought I'm not hearing I'm not hearing I'm not hearing she's a bottom connection in a top connection for the cat line and I had it on the top one and it should be on the internet one right you know how they have three four yeah okay so now it's green so it looks like it's working but one of the things I'm having problems with has there been an outage on your app on the landings okay okay okay so okay
05:00
Speaker 2
Yes, basically, the Spectrum modem should be connected directly to the internet port of the main Linksys node. there's no update on the Linksys app. Basically, if your Linksys nodes will get disconnected, your app will be affected. So, you will have to wait until everything will sync in, then you can reopen the Linksys app. You said it's a green, it's like a light green light. Is it stable or are you supposed to do it remotely? Yeah.
05:00
Speaker 1
Green that's what we check now. crossing win fingers there. green green on one the other one. hopefully you know the one is great. this was farther way said my meet be reset to nose no green all those green so looks like every one of them was working
06:00
Speaker 2
Like blinking light. And what are the, like color of the other nodes. [silence] Of course.
06:00
Speaker 1
[KEEP_UNCERTAIN] I'm just doing okay perfect let me see let me see if i can tie into it too all right i'm not doing anything right now all right okay another try again Wi-Fi all right where's the other one there it is
07:00
Speaker 2
automatically synced in with your new modem. They have automatically detected the internet connection. So the connection is restored with your linksys. Yeah. Uh you, you check please if the Wi-Fi is visible on your Wi-Fi settings. And if it's yes, then that's all good. [silence] Is it the same Wi-Fi name that you've set up your Linksys? It's the Wi-Fi of your Linksys, not the modem.
07:00
Speaker 1
One more thing, see if I can tie it into... So here when I... when I have to... uh... router password... Uh... Select this and blah... So what email account is it showing? It should be... Uh... Yeah. Uh this one has uh numbers on it. So I'm trying to connect to the to the router. I have it saved to my password saver. But I might have to reset it. I'm trying to connect to the linksys routers as far as the administrative side.
09:00
Speaker 2
What do you mean router password? Where do you see this router password? Because the router password for Linksys is an administrative password for your settings. Wi-Fi password is different. The Wi-Fi password is what you connect to. [silence] Uh, what are you trying to do? Are you connecting to the Wi-Fi network?
09:00
Speaker 1
Yes, I am. I'm trying to. I have that on the bottom of the note, correct? That's a recovery key. Okay. First of all, I can't even it's not functioning. Okay. So, I'm just going to have to figure it out because it's going to take too much time. Uh, is it showing my password? I mean, my username is uh email. It'll be the way I registered it, right?
10:00
Speaker 2
So, you're saying you're connecting to the Linksys application. Okay. So the Linksys app. Yeah, you can use the router password, and that's, we, we encourage our customers, you use the router password. In case it's invalid, you can always reset that. There's an option to reset the password. All you have to do is enter the recovery key. Yes. And once you enter the recovery key, you can change your router password.
10:00
Speaker 1
Okay, I thought they were just here because they called it an initial setup. Do you need the serial number? Okay. Oh, okay. Yeah, that would be great. What's travel?
11:00
Speaker 2
So we can see that your device here on Lynxist but your product is not yet registered. So we can register it here on your behalf with your email. Uh you have a record here. So product registration is like we you you are the rightful owner of the device. Um I think you're referring to the Lynxist account so that's very different from the product registration. Product registration we just implemented that recently. So we can register your products. You have record here already. That's okay. All right. So I'll just register your product here. Um yeah. What else. Uh do you need help with?
11:00
Speaker 1
It says right here it says, uh, okay, so it kicked me out and it says, uh, so, uh, I just select, forgot password, enter the email, right? Send, and I should be getting the email right with, uh, with the process to reset. All right. Perfect. Okay. Thank you so much. Appreciate it. Mm-hmm. All right. Thank you. Bye bye. [silence]
12:00
Speaker 2
miss. you're welcome. thank you for your time as well. have a great night. bye bye.
12:00