V2 Rubric Detail — c6ce84ba-6433-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 18:48
Duration
21m 18s
Contact
Dan Gurule
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132816
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR2000_Wants to turn off Node Steering

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-21.8)

V2 Grader Summary

The agent failed to resolve the customer's app login issue due to inaccurate technical guidance, lack of troubleshooting, and poor communication. Despite the device being out of warranty, the agent did not provide a viable workaround and instead focused on irrelevant warranty validation, resulting in an unresolved outcome.

V1 Case Analysis

Customer (Dan Gurule) cannot sign into the Linksys app on an MR2000 router. Agent provided incorrect warranty status, directed customer to a non-Linksys website (register.niconico.com), misidentified the model as MR2600, and failed to guide through the correct app recovery process using the 5-digit recovery key. No resolution achieved.

Troubleshooting Steps
  • Asked for customer name, email, and serial number.
  • Incorrectly stated warranty status as expired without verification.
  • Misidentified router model as MR2600.
  • Suggested checking Ethernet cable (irrelevant to app login issue).
  • Directed customer to non-Linksys website (register.niconico.com) for proof of purchase upload.
  • Suggested router reset or email password reset as the only solutions.
Key Observations
  • Agent directed customer to register.niconico.com — a non-Linksys, potentially unsafe domain — at [20:00], which is a severe accuracy and protocol violation.
  • Agent misidentified the MR2000 as MR2600 at [13:00], indicating poor attention to detail and risking incorrect troubleshooting.
  • Agent failed to mention the correct app recovery process: 'Forgot password' + 5-digit recovery key from the router label, a core KB procedure outlined in 'linksys_now_login_admin.md'.
  • Agent incorrectly claimed warranty was expired without verification, creating unnecessary friction and protocol failure.
  • Agent suggested resetting the entire router setup as the only path to app access, ignoring standard recovery workflows and causing customer frustration.
Positive Highlights
  • Agent attempted to collect customer name and email for case creation [03:00–05:00].
  • Agent acknowledged the customer's frustration and allowed space for clarification.
Agent Errors / Gaps
  • Provided an invalid and potentially unsafe URL (register.niconico.com) for proof-of-purchase upload, violating KB accuracy and brand integrity [20:00].
  • Misidentified the customer's MR2000 router as MR2600, leading to confusion and loss of credibility [13:00].
  • Failed to guide the customer through the correct 'Forgot password' recovery flow using the 5-digit recovery key printed on the router label, as outlined in the KB.
  • Incorrectly stated the warranty status as expired without verification or access to CRM data, violating protocol and creating unnecessary friction.
  • Suggested irrelevant troubleshooting steps (checking Ethernet cable) when the issue was clearly app authentication.
  • Presented router reset or email password reset as the only solutions, both of which are incorrect, disruptive, and not aligned with KB guidance.
  • Failed to verify whether the customer had set up the router with a Linksys account or only with an admin password, leading to incorrect advice.
  • Did not offer access via the web UI (http://myrouter.local or http://192.168.1.1) as a valid alternative path to reset the admin password or re-link the app.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the app login issue; customer declined both offered solutions (router reset, email password reset) and ended the call without access to the app.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed (e.g., verify admin password, use web UI, check app version); agent immediately focused on warranty and suggested full reset instead.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified the device was out of warranty but still offered best-effort advice (use web UI, reset email); however, prioritized receipt collection over solving the actual issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to ask relevant diagnostic questions (e.g., router admin password, app version, network connectivity) and incorrectly attributed the login failure to setup method.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used (e.g., remote session, web UI access, app recovery flow); agent could have directed customer to http://192.168.1.1 to verify settings or use password recovery.
T3 Not Met No misinformation conf 97%
Agent stated setup via web browser prevents app login, which is false; MR2000 supports app management regardless of initial setup method.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked structure, had long silences, and agent failed to maintain control or guide toward resolution; conversation was reactive and disjointed.
C2 Not Met Confirmed understanding conf 95%
Agent used vague language, repeated incorrect information, and failed to adapt to customer’s frustration or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent shifted focus to warranty validation and receipt upload instead of owning the app login problem; suggested full reset rather than targeted fix.
O2 Not Met Proactive follow-through conf 95%
Next step (upload receipt) was irrelevant to the issue, had no timeline, and was declined by customer; no follow-up commitment made.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this app login issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent never acknowledged customer frustration, showed no empathy, and remained transactional throughout.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pace despite customer confusion and repeated explanations; communication remained ineffective.
X3 Not Met Overall experience conf 96%
Customer had to repeat email address multiple times and was asked to perform unnecessary actions (full router reset, receipt upload).
Call Transcript40 turns · 42 lines
Speaker 1
I don't get you over. I'm sorry, I didn't catch your name. Would you spell that please?
00:00
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 1 now. For out-of-warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. Thank you for calling Links. This is eyes how can I be? This is eyes. sir, how can I be? it's a for apple, y for you.
00:00
Speaker 1
Ice. Hi. So I have a, uh, just recently purchased a, uh, router and, uh, I was trying to use the app. Uh, I'm unable to sign into the app. And I was wondering if I could get some help with that. The model number is MR2000. The serial number, let's see, five.
01:00
Speaker 2
Yes. Mm-hmm. All right. Mm-hmm. Almost done. All right. You may go ahead with that, okay? Yeah. That also does it for me, yeah. Now, I'm just gonna go through a couple checks very quickly. Let me check. Okay. You are done with your troubleshooting, okay? Now, what you need to do is, just answer my question. Yes? Yes. Story, may I know the serial number of your Linksys router?
01:00
Speaker 1
Uh-oh. Oh, OK. I'm sorry, would you like to be able to get into the app or, uh, that's the main thing, OK.
02:00
Speaker 2
And you only have this all Linksys router no other Linksys pad. All right. All right. Silence
02:00
Speaker 1
Yes. Yes. It's just I can't sign into the the app. Dan Gurule? D a n. Dan. Gurule. G, u-u-r r l
03:00
Speaker 2
so, your router is, working fine, now, uh, it's already set up. um, yes, um, let me create first a record for you, sir, may I know your name? Sam. Dan. Sorry. P-A-D-N and your last name was can you spell, your last name, dan
03:00
Speaker 1
That's correct. Well. I signed up a long time ago. And I was unsure. But let's try this one. It's D L G U R at msn.com. [silence]
04:00
Speaker 2
G for George, U R U L E. Dan Gurley, all right. Thank you, Dan. May I have your email address then? [silence] G for George, L for
04:00
Speaker 1
Lima, Lima. Are you? That's correct. that's right. Let me, let me do it one more time. That's DL, Delta Lima, Golf. I don't remember what you as you are you at MSN.com. [silence]
05:00
Speaker 2
It's Mah, I'm a, at...G.R.U. G U R U at msn.com. So let me just verify again, your email address is dl.uro, at msn.com. Okay.
05:00
Speaker 1
Dushi, this is just this is the Jordan brand twirl ollie.
06:00
Speaker 2
s.r.r.m.a.s.n.com I see all right. Thank you. then have you uh mentioned that you just brought these uh links is router recently? do you have receipt or invoice when you purchase this because uh upon checking on our system, it appears that these links router you have model MR2000 is already out of warranty. it expire its warranty status was expired less than 2000 [silence]
06:00
Speaker 1
I purchased it online, I purchased it online about two weeks ago.
07:00
Speaker 2
24. So, when did you purchase this router then? Because it's showing here that... ... ... ... ... ... ... ... ... ... ... ... Can you take a screenshot of the receipt and voice? Yeah, there should be a copy of that if it's online. If like Amazon, you just go to the site of your Amazon and then go to your order list, you will see that. Because we need the receipt to validate the warranty status of your linksys router because it conflicts with our records on our system that it's already.
07:00
Speaker 1
I'm going to show you the truth. I don't remember where I bought it. But let me take a look in my emails and see if I can find something that says where I got it. No, I can't. I can pull up the links as that but it it won't let me sign in. And that's why I'm calling.
08:00
Speaker 2
ant ontology. Sorry about that. By the way, uh Dan, you mentioned that you can uh log into the Linksys app. Uh also uh if I could ask a quick question or use two, um is the is the white cable that you said you're plugging into the phone and you're not sure if that's the internet or the is that the ethernet cable or the um ethernet or phone line that you are using for your uh modem and arse. Yes. Yes. Okay. So let's try that way. The Ethernet cable, and that's the one that's coming from the power, power, I'm sorry, the ethernet cable that's coming from the power or I'm sorry, the cable modem into your router and then you want to have that same cable plugged into that same white cable and then into your laptop or desktop and that's how you're gonna generate the next step.
08:00
Speaker 1
It says create an account. So let me get back to and okay uh the very first thing it says manage your Wi-Fi and that's all blued in or set up a new Wi-Fi network. Now I don't want to set up a new Wi-Fi network and I tried manage your Wi-Fi account and that's where I click on that and it says log in. And then the other one is router password. I hit router password. I hit router password.
09:00
Speaker 2
Let me see. So um let me see. So All right. Since uh you just
09:00
Speaker 1
And it says, unable to detect a connection to your Wi-Fi. Try these steps below. And I've done that, and I can't get it to work. [silence] Everything's fine with the router, the modem, the Wi-Fi. I'm all happy with it. Everything's working fine. All my devices are connected. I'm not I'm not having a problem with the router. I'm just having a problem getting in. That's correct. Yes. Yes.
10:00
Speaker 2
[silence] All right. Uh Is is your MR2000 con connected to your modem? [silence] So you already have set up your router. Because you mean to say Dan, you already set up your router. So you already have a wifi name of your router. So if you already set up your router, how did you set it up? Um didn't you
10:00
Speaker 1
no, I set up through my computer, OK, so the Helix's app is just useless to me, [silence]
11:00
Speaker 2
Did you set it up using your Linksys app or is it to web browser? Okay. So, since you set it up using the web browser, then that's the reason why you cannot connect to it using the Linksys app because you set up your router. Yes, because you set up your router using the web browser interface. But if you want to access your router settings using the Linksys app, you just continue with what you have done with the Linksys app, but when you click on the manage Wi-Fi that's already set up. If there's no connection to your Linksys app, but has already a connection, you can just directly customize it inside your Linksys app. So, yeah. Yeah, gotcha. Thank you. No problem.
11:00
Speaker 1
But it doesn't it doesn't give me a chance to type in anything. I told you I go to where it says router password and all it gives me is um go to your phone setting and tap Wi-Fi, select the Wi-Fi from the list, once connected, return here. And I've done that. Nothing happens, nothing changes.
12:00
Speaker 2
okay. if you didn't set up a router okay. [silence] okay.
12:00
Speaker 1
Yes. I agree. That's what it should be, but that's not what's happening, and this is why I'm calling. [silence]
13:00
Speaker 2
So, uh, you already connected to your Wi-Fi name. So, once you get back to the app, it should route you to the router password and you just need to type in the router password. So, as I've mentioned before, um, Dan, it could be, uh, the reason why you could not proceed with the app because, uh, you have set up your MR2600 using the, your web browser, using the web browser interface. So, the only, possible way for
13:00
Speaker 1
Yeah. Oh, I know I can do that. I would just thought I would be nice to be able to use the app. I'm not going to go through the whole setup again because I have, you know, a dozen or so devices connected to it. And I'm not going to go through each one of those and set it up again. That's just way too much to deal with.
14:00
Speaker 2
To access your Linksys app again, could be setting up your Linksys router, starting from scratch. But if you just want to access your other settings then you just login to the web or browser web user interface of your router.
14:00
Speaker 1
Now, I, now I, you mentioned it. If I go to email and I put in my email address and it asks for my password. Well, my email address is, is the one I told you, but I don't have a password.
15:00
Speaker 2
So, as I've mentioned before, uh, when you click on manage your Wi-Fi and then router password, it should be able to let you, uh, proceed to the router password. But since it could not proceed, uh, maybe it's, uh, there's a technical glitch or, or bug issue on the LinkSys app as of the moment. That's why it's always redirects you to the same page. [silence] The email, actually, uh,
15:00
Speaker 1
I haven't, I, I don't know what I did-I did what I did with my password. I forgot what it was. I don't have it written down anyplace and I just use um a pass key to get into my email, so I don't, don't know what my password is.
16:00
Speaker 2
Okay. [silence] So, [silence] actually [silence] that [silence] okay [silence] actually [silence] that [silence] email [silence] password [silence] or [silence] done. It's [silence] for [silence] the [silence] account [silence] you have [silence] if [silence] you [silence] have [silence] already [silence] created [silence] an [silence] account [silence] or [silence] linking [silence] your [silence] router [silence] to [silence] your [silence] email. [silence] That's [silence] the [silence] purpose [silence] of [silence] the [silence] email [silence] password [silence] option. [silence] If [silence] you [silence] have [silence] an [silence] account, [silence] when [silence] you [silence] set [silence] up [silence] your [silence] Linksys [silence] router [silence] using [silence] the [silence] web [silence] user [silence] interface. That's where you type in the email password. The email address and password. But when you set up your router using the web browser interface, if you didn't create an account and set it up just using the router password, then you could only use the Linksys app or a sign in to it using the router password. But if you try to insist on typing in your email password, you can try to just click on the reset or forgot password if you don't know the password. Maybe it will prompt you some guidelines on how to recover your password or how to access the app using the email address you have.
16:00
Speaker 1
So my two options are to just go through resetting the router all over again or to reset my email password. Okay, that's that's all the options I have. Then I think we're done here. Yeah, it doesn't it doesn't matter to me whether you can update my router or whatever. I'm not having a problem with a router and I'm sure when it gets old and it
18:00
Speaker 2
mm-hmm and then you yes. uh, reset your email password. yes. yes. all right but that's all done. um. and if you still want assistance for us as I have mentioned. uh, please. uh, upload the proof of purchase you have so that we can validate the warranty status of your router and update our records here, okay? mm-hmm right.
18:00
Speaker 1
Yeah, no, I don't want to do that. Yeah. I don't think I want to do that either. [silence] Yeah, no, I don't want to do that. Yeah. I don't think I want to do that either.
19:00
Speaker 2
Yeah. So, my suggestion is for you, you to, to just access your router settings using the web user interface because that's how you set up your MR2000. If you still want to use the linksys app, then you could try to reset your router and set it up again using the linksys app, or try to reset, the password on your, on, on the email address when signing in. Mhm. Okay. So that's all done. Since you don't want to reset your router, then it would be advisable or for you to just log into the web viewer interface of your router. [silence] It says it failed to connect. Okay, let's see. Let's try this. [silence]
19:00
Speaker 1
Okay, I found it. I got the, um, I got the um router through eBay. That was purchased. Go ahead. Okay. All right. [ silence ]
20:00
Speaker 2
See then have if you have that take a screenshot of that and then open open web browsers and go to register.niconico.com register that mar2000 you have and then upload the receipt or invoice from eBay on the proof of purchase and then submit it [silence] so that we can have a check on our system and update our records here. All right. So since that's all done, if you still have any more concern, you can always call us back again. Okay? All right. Thank you for calling.
20:00