V2 Rubric Detail — cc15e55c-7eec-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 18:58
Duration
11m 12s
Contact
616-822-9103
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136936
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall87.7% (+45.7)

V2 Grader Summary

The customer successfully resolved the login issue by using the router password and recovery key as guided by the agent. Technical accuracy and resolution were strong, with the agent following KB-guided steps for MR8300 password recovery. Communication showed some filler and lack of consistent comprehension checks, but the agent maintained ownership and reduced customer effort. No critical failures or escalation triggers were present.

V1 Case Analysis

Customer unable to log into Linksys app (email rejected). Agent incorrectly advised recovery key reset (not supported on MR8300). Customer reported login success, but guidance was inaccurate.

Troubleshooting Steps
  • Confirmed device model and serial number.
  • Explained login options (cloud email vs router password).
  • Incorrectly instructed customer to use the five-digit recovery key to reset the router password (not supported on EA series).
  • Customer reported successful login after setting new password.
Key Observations
  • Agent incorrectly advised using the five-digit recovery key to reset the router password on an EA-series router (MR8300), which is not supported per KB documentation (see `universal_password_login.md` and `ea_series_password_login.md`).
  • Agent did not verify whether the customer's phone was connected to the home Wi-Fi network before attempting app login, which could have contributed to the issue.
  • Call contained multiple long silences and filler language, reducing efficiency and clarity.
  • Agent did not distinguish between cloud account login and router admin login, leading to incorrect recovery advice.
Positive Highlights
  • Collected essential device information: model (MR8300), serial number (29V11M27101), customer name (Richard Durham), and callback number (616-822-9103).
  • Provided a ticket number (16936) for case reference.
  • Correctly explained that the app can be accessed using the router admin password instead of the cloud email.
Agent Errors / Gaps
  • Inaccurate guidance: Advised use of the five-digit recovery key to reset the router admin password on an EA-series router (MR8300). This method is only applicable to SPNM6x and LN1600 series routers, not EA series (see `universal_password_login.md` and `ea_series_password_login.md`).
  • Did not verify Wi-Fi connectivity on the customer's phone before proceeding with app login troubleshooting.
  • Failed to clarify that the recovery key method is not applicable to EA series routers, leading to technically invalid instructions.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms success: 'Okay, that worked. I’m in.' after resetting password via recovery key.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through recovery key process, verified device model, and confirmed login method — all relevant troubleshooting steps for the reported symptom.
R3 Met Correct resolution path conf 95%
Agent correctly identified that app login requires router password (not cloud email) and applied non-destructive recovery-key reset — appropriate path per KB for MR8300.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent distinguished between cloud account email and router password, diagnosed misused credential type as root cause, and directed recovery-key reset accordingly.
T2 Met Appropriate tools / resources used conf 90%
No remote tools or logs were needed; agent used correct KB-backed procedure (recovery key reset) at appropriate time without over-reliance on unsupported methods.
T3 Met No misinformation conf 95%
Agent accurately described recovery key location (bottom of router) and correct login method consistent with universal_password_login.md. Password complexity requirements mentioned by agent are not explicitly detailed in the provided KB but do not contradict it.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent lost control with filler words ('uh', 'yeah'), long silences, and disorganized flow, but maintained focus on resolution path without customer takeover.
C2 Partially Met Confirmed understanding conf 85%
Agent used some jargon ('recovery key', 'router password') without consistent comprehension checks, but adapted by repeating steps when customer struggled.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed reset steps live, and did not transfer or defer responsibility.
O2 Met Proactive follow-through conf 95%
Agent provided clear next steps: use router password, enter recovery key, create new compliant password — which led directly to resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — issue resolved at L1.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged customer’s effort ('I totally understand your concern') but did not explicitly recognize frustration or repeat-contact fatigue.
X2 Partially Met Tone & rapport conf 80%
Agent stayed engaged and adjusted pacing slightly during confusion, but continued with filler and unclear transitions affecting clarity.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition, guided customer directly through reset flow, and minimized extra steps — reducing overall effort.
Call Transcript20 turns · 22 lines
Speaker 1
Yeah, I have a question for you. I was trying to log in to my router on my phone and it keeps telling me that my email is incorrect when it's not incorrect and I just wonder what I need to do to fix that. Yep. Yep. Well, no.
00:00
Speaker 2
Welcome to, uh, uh, uh, zap Links to support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys. This is Regina and I'll help you today. So, you're trying to log in on your Linksys app to manage your router settings. Okay. So, I totally understand your concern all about your, but then, is this your first time calling us for support?
00:00
Speaker 1
Yeah. But when I log in, when I, when I log in, it tells me I have the wrong email address. And I don't. When I log into the app, yes. When I log into the app, it tells me that. It's Richard Durham, D-U-R-H-A-M. D-U-R-H-A-M. No, no. D-U-R-H-A-M. 616-822-9103.
01:00
Speaker 2
Are you calling from United States? Okay, now we, I know your first name and last name. Hold on. So your first name is Richard and can you spell your last name, sir? D-o-R-H-a-M, Durham. And your callback number? How about your email?
01:00
Speaker 1
uh, um, uh, Duh yer hard m Richmond two T to the number two at esicglobal.net. Yep. just one. So I'm just trying, is it on the back, is it on the back of the trying to see, I can't see. Okay, let me, just a minute here. It is. Ethernet. I don't, I don't see, I don't, the bottom of the device itself. shoot. Oh, okay. I got, okay. Here we go. Um,
02:00
Speaker 2
This is sbcglobal.net. And how many links is this router to you have? Can you please provide a serial number? at the bottom.
02:00
Speaker 1
Recovery key password, the name set up... look I'm looking there's a whole bunch of numbers on here is it uh is it is it an MIR number or yeah I know okay here I got it okay 29v11 m27 101
03:00
Speaker 2
serial number as shown on the back of your link sears device Circle the correct answer Who is your Internet service provider? mr. Green? OK, the model number for your link sears device is an MR 8300.
03:00
Speaker 1
Yeah. I don't know. It says AC 2200. MR8300. That's what it says on the bottom. Is it what? Yeah, it's working. I'm just trying-- go ahead. No, I'm just trying to-- I'm just trying to login on my phone uh into the-- into it and it won't let me. That's all I'm trying to do.
04:00
Speaker 2
what is the light indicator of your Linksys router? is it solid blue? yes. is it solid blue? Okay. is it working? Okay, can we uninstall? Go ahead. That's okay. But just make sure that your phone is currently connected with your Linksys router. And there are two options on how to log in on the Linksys app, sir. We have this email, which is your Linksys account, and then your router password. Can we try
04:00
Speaker 1
Okay. Okay. But what do I, what do I use for the, for my email address? Okay. Okay. So pick the router one and use the router one to log in? Okay. That's that's that's all I that's what I need to know. I can do that. So I will give that a whirl. You want me to do that now? Is that what you're telling me? Okay. Oops. Okay. Let me see if I, let me, let me get in here a minute. [silence]
05:00
Speaker 2
uh we uh no longer use your email because it won't accept that we need to use your router password yeah as I pre mentioned earlier there are two options to help log in email router kindly go back yeah uh yes yeah but let's just proceed to log in using router password select router yes um [silence] router please oh oh ok um let me look into this um yeah okay um am in a better reception now so I'm asking which of the clicking red system a directly good yeah um can I ask a question yes uh um when I um get a message um do you think I can call within the application yes while it is loading mm-hmm hmm can I call you sure if you can by wondering mm-hmm yeah uh what is the message reading here love all the way from inta inta smooth s Um you are uh you're welcome yeah uh you haven't got the call from her uh yet so that means you have to call by yourself [silence] I'm so dumb in this [silence]
05:00
Speaker 1
All right. ink system. router password. Okay, I got that. What's this? I just gave you the, I gotta, all right, let me see if I can get to this a minute here. Get to see if I can get to this a minute. 102619. Okay, I got to enter the recovery key first it says. [ silence ] Three, q u o n. Okay, I got to enter the recovery key first, it says.
06:00
Speaker 2
it asked you to create a new router password. So the recovery key is labeled on the bottom of your router. ([silence])
06:00
Speaker 1
26190. Okay, I did that. The account holder will be notified if his router password changes, so just continue. [silence] Enter password. Oops! [silence] Okay. I won't let, okay. I've got to change it again here, okay. Okay, I got it. Alright, I need more, some more characters. So I gotta, let me figure this out a minute. One, two, three, four, five, six, seven, eight. Hey, that should've worked. I don't know why it didn't. Let me try again. Yeah, it has to. Yep, it did. Yeah, yeah. Yeah, it did. You know what? No, it shouldn't. All right, see if that worked. All right, that worked. Okay, now it says I'm in. Nope, so whenever I do that, I have to Depending on what I'm using. So next time I want. [silence]
07:00
Speaker 2
It has 10 to 12 characters, with an upper case, lower case, letters, numbers, special characters, with none of the same characters, sir. Okay. So since you successfully logged into the Lynxis app, is there anything else I can help you with?
09:00
Speaker 1
Do I uh use my router password? okay. That's what I will, that's what I will do. Okay. 1369 36. 136 136. 136. If I use my router, so when I use my router password, it's going to ask me for this password after I use that password? okay. That's what this password is for. The router password gets me to this password. Right.
10:00
Speaker 2
Use your router password. Yes, and if you need further assistance, just don't hesitate to call us back. Use this ticket number 16936. Yes. Yes. Sure. And what is that? Yes. Yes, and your router password is different from your Wi-Fi password, sir. So, every time you're going to logging on the Lanix app, manage your router settings. You need the router password.
10:00
Speaker 1
up? Yep. okay. all right. that makes sense. I'm good. thank you. Bye.
11:00
Speaker 2
password to sign in or log in. Okay. You're welcome and have a great day sir. Bye.
11:00