V2 Rubric Detail — cfec6afc-64f7-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 18:11
Duration
11m 36s
Contact
Nancy Heeder
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132998
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfigure_MX5500

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp3.21/5
Overall42.3% (-17.7)

V2 Grader Summary

The agent failed to perform any technical troubleshooting on a locked-out MX5500 in setup mode, despite clear KB-backed recovery paths (Recovery Key, HTTPS login). While communication and ownership were adequate, the lack of diagnostic effort, tool use, and best-effort support for an OOW device resulted in no resolution. The case correctly avoided escalation but remained unresolved due to insufficient L1 intervention.

V1 Case Analysis

Customer unable to access MX5500 admin due to forgotten password; main node purple, child nodes red. Out-of-warranty; provided email with recovery instructions.

Troubleshooting Steps
  • Collected customer name, email, model number, and serial number
  • Verified warranty status (expired)
  • Offered paid support or free email with instructions
Key Observations
  • Agent correctly identified purple LED as setup mode (Velop KB: solid purple = ready for setup)
  • Agent did not attempt on-call password recovery using 5-digit recovery key (KB-supported method for MX5500)
  • Agent provided valid self-help path for out-of-warranty customer (email with instructions)
  • No technical inaccuracies found in agent's statements about LED states or setup mode
Positive Highlights
  • Correctly interpreted purple LED as setup mode (Velop KB reference)
  • Collected full customer information including serial number
  • Provided valid self-help option for out-of-warranty customer
  • Maintained professional tone throughout
Agent Errors / Gaps
  • Failed to guide customer through 5-digit recovery key process during call (KB-supported method for MX5500)
  • Did not mention myrouter.local or 192.168.1.1 as access URLs for password recovery

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; customer remained locked out with a purple-light main node. No recovery steps were executed on the call.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — no verification of password type, no attempt to use the Recovery Key, no login guidance specific to MX5500 HTTPS requirement.
R3 Not Met Correct resolution path conf 96%
Despite OOW status, agent failed to provide best-effort troubleshooting (e.g., recovery key reset, local login via https://192.168.1.1); instead immediately pivoted to paid support/email without attempting resolution.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions about the purple LED (setup mode), failed login attempts, or recovery key; no root cause analysis was attempted.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used — agent did not guide customer to access admin interface, verify recovery key, or check firmware; relied solely on verbal description.
T3 Partially Met No misinformation conf 89%
Agent correctly identified need to log into web interface and acknowledged setup mode, but gave no accurate technical steps (e.g., HTTPS for MX5500, recovery key process).
Communication
C1 Met Clear & professional language conf 93%
Agent maintained control: collected info, explained options, managed transition to email, and closed professionally.
C2 Met Confirmed understanding conf 91%
Agent used clear, non-technical language, confirmed email spelling, and adapted to customer’s communication pace.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the case, did not transfer, and followed through by committing to send an email with steps.
O2 Met Proactive follow-through conf 92%
Agent set clear next step — sending an email — and confirmed the correct email address for delivery.
O3 Partially Met Closure confirmation conf 86%
Agent asked if customer had called before but did not reference any prior history or documented steps from previous interactions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and could have been resolved with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent was polite but did not acknowledge customer’s frustration over prior unhelpful call or repeated issues; empathy was transactional.
X2 Met Tone & rapport conf 90%
Agent matched customer’s tone, remained patient during pauses, and confirmed understanding of key details like email address.
X3 Partially Met Overall experience conf 85%
Offering an email avoids repetition, but agent could have reduced effort further by guiding recovery key reset live instead of deferring to self-help.
Call Transcript24 turns · 24 lines
Speaker 1
Well, I'm down and I was disconnected from the links this webpage cuz I had forgotten my password. Then I found out I just called and I found out
00:00
Speaker 2
you calling Linksys's technical support this is, how can I assist you today?
00:00
Speaker 1
from another woman that answered like yourself that you no longer do the email plus the password you do your email and your router's password, uh, your Wi-Fi. So that's what I did and it doesn't seem to have me connected. It's dang purple and I just need somebody to get me back online. Sure, um, it is 43K10M as in Mary 27B as in Boyd 19204.
01:00
Speaker 2
Got it ma'am ma'am can you provide me what's this zero number for linking to device please?
01:00
Speaker 1
Okay. No, 43, 43k as in King. 43 K as in King. Yes. Um, I don't even know what you just said my model. Oh, MX 5500. Yes, I'm, sorry.
02:00
Speaker 2
43K A10 M. Mhm. 43K 10M 27B 19204. Just to double check ma'am, the model number of your device is MX 5500. Is this correct?
02:00
Speaker 1
uhs uh commcast uh Comcast uh Nope, I've called before. Uh, eh, you know, I mean, I upgraded my system, so, um, no, this isn't the first time I've called. I haven't run into probably. Well, I called you this morning. I called you a couple hours ago, now, maybe not even. And she really didn't help me at all.
03:00
Speaker 2
many total of link devices do you have ma'am? Okay. And maybe your internet service provider? Okay. Great. And is this the first time by the way you called Linksys? Okay. Like did you call us more than a year ago or recently? Let me check. Let me create first a record for you ma'am in the system.
03:00
Speaker 1
[Nancy, Nanchy? Nanchy? nancho? nancho?]
04:00
Speaker 2
since, uh, no, uh, no cases has been created for you. Um, can you confirm to me your first name and last name, please? That Nancy, right? Got it. How about email address? Can you give me a just three minutes? Let me just fill in everything for you in the system before I proceed.
04:00
Speaker 1
[silence] No, nothing. Nothing at all. In fact, um just all of a sudden just the Linksys wasn't connected to the the internet. So then because I I tried to do a few things the internet went down. I called Xfinity. They got me back online. And now the she said, well I don't know much about Linksys cuz they want to sell you their routers or let you rent them. So she said you'll have to call Linksys. So, um I turned it off and back on again a couple of times to try and get it to reboot.
05:00
Speaker 2
Just to confirm by the way, uh likes what happened into your network? Did you upgrade your modem or your-- did you reset? Okay. Did you make changes with your Linksys device, like resetting it?
05:00
Speaker 1
Booted up. But no, I haven't changed anything. It asked me to reset the password, which I did. But it booted me out after several times saying that, you know, because I didn't, I know my password. And when you get on it tells you for linksys to go to your Wi-Fi settings and find the The develop thing or whatever it is. And put in the password. Well, it says it is an incorrect password, so I put in my password and it says it's still incorrect for the develop thing. The Preston one. The the one for my Go ahead. It's supposed to be what? [silence] and then your Wi-Fi and then whoever else's profile that's there to which you type in their password bike it's just not picking up any. '[silence] But I know I spelled it and typed it in correctly. [silence] School administrator. Yes, you're a Musical appear. Can you do this to do that for me again? All right. [silence] [silence] [silence] Shit. [silence] All right. Yes, it's back working. I have the internet for about time to [silence] through. I'm trying to buy thing bought on Amazon will come from them next. "'cause it just kept leaving. But [silence] all right. [silence]
06:00
Speaker 2
So what password did you put? Are Which password did you put by the way? It's supposed to be but the password that
06:00
Speaker 1
Oh, that's the one that it warns. Oh, okay. Okay It's the main node, the other ones are red. The main node is purple. The other ones are red. Normally they're all pretty blue. No, I just I just unplugged it. So I didn't read that. It's been a while since I've had to do any of this because it's been working beautifully until today. So it's been a long time since I had all these issues. [silence]
07:00
Speaker 2
[silence]
07:00
Speaker 1
Okay. Yeah, I'm sure. Oh. 15 or 50. How much? Okay. Um, so you think that I can, do you think I can get this up and running by putting in the password that's on the bottom of the of the router? Okay.
08:00
Speaker 2
I was able to create a record for you in the system. However, based on your record here, the warranty of your product has already been expired and just to set proper expectation that we no longer provide free technical assistance for out-of warranty devices. However, if you insist, we can still provide you one-time phone support lasting only for 16 minutes, but there would be a fee for that, and that's $15. If by chance you don't want to pay 15, that's one five. If by chance-- Go ahead. [silence] Well, the first step, by the way, to-- let me just provide you a little background of what's going on, okay? In your current setup right now, it shows here that the main node is in a setup mode, meaning to say, it's way--
08:00
Speaker 1
Okay. Okay. Thank you. That's not a problem. I'm just... Okay, go ahead. Thanks. Well, I do have an IT degree. So, it's not like I...
09:00
Speaker 2
thing to be connected back to your network. So you need first to put the correct password of the Wi-Fi. And then second step would be you need to log in to the Lincus web interface so that you can reconfigure the device so that it will be connected to your Internet. That's what you are going to do. So I have options for you. So aside from paying the $15 paid support good for 60 minutes. The other option is if by chance you don't want to pay $15, we have an option for you for free. We have an option for you for free to send you an email so that you can follow those steps that's for free. But which one do you prefer?
09:00
Speaker 1
[KEEP_UNCERTAIN] don't know what I'm doing. Um, it's just these, these products are a problem, you know? Um, a lot of the products are kind of funky and have their own little things. So, you know, having a degree helps you get some knowledge, but yet it doesn't help you with a lot of devices. You know what I mean? That's hard to explain. Everything's different. So, um, you know, I don't, okay. Sure, if you want to, let's do the email. I can try it first. Okay. Okay. That's correct. Yes. Yeah. that's right. [silence] Uh-uh. Oh, well, done. What did you find to be difficult? Punctuation. A lot of problems with punctuation? Yeah, I don't know if I was using the punctuation. It's weird that you can't just write what you say and it has to be grammatically correct. Well, I know. I thought the writing system is just like modern English. It's. I'm sorry? I thought the writing system is just like modern English, it's.
10:00
Speaker 2
Yeah, that's why. Well, the email that I can provide to you, ma'am, is very easy to follow. So, it's up to you which one do you prefer. Yeah, all right. So, let me confirm again your email address, okay, so that you could be able to receive it. That's N for Nancy, H for Hotel, E for Echo, E for Echo, D for Delta at comcast.net. Is that correct?
10:00
Speaker 1
Okay. All right. I appreciate it very much. Thank you. Okay. Right there. You too. Thank you. Bye-bye. Um, okay.
11:00
Speaker 2
Okay. All right. So, Miss Nancy, after our call, give me just three minutes because I'm going to compose an email for you for the troubleshooting. All right? Okay. You're welcome. You're welcome. So, uh, yeah. Again, if you need further assistance, do not hesitate to call us back here. Have a nice day ahead. All right. Thank you. Bye bye. Hello, ma'am, you can now disconnect the call.
11:00