V2 Rubric Detail — d0583a14-6e27-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 10:47
Duration
16m 8s
Contact
Antoine Dixson-Bellot
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00134208
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: Reconfiguration_SPNMX42GC

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+37.6)

V2 Grader Summary

The agent correctly diagnosed a forgotten admin password after a factory reset on an SPNM6X router and guided the customer through the recovery-key reset process, restoring access to the admin interface. The customer confirmed they could now rename the Wi-Fi network and reconnect devices. The issue was fully resolved without escalation or unnecessary resets.

V1 Case Analysis

Customer used recovery key 21324 to reset admin password via Linksys app, regained router access, and can now rename Wi-Fi. Advised to check previously connected devices for old SSID or factory-reset nodes if needed.

Troubleshooting Steps
  • Collected customer contact information and confirmed router model (SPNMX42).
  • Guided customer through 'Forgot password' flow in Linksys app using five-digit recovery key (21324).
  • Assisted in creating a new admin password and logging back into the router.
  • Verified access to router settings and device list.
  • Instructed customer to rename Wi-Fi network via Wi-Fi Settings in the app.
Key Observations
  • Agent did not verify the customer was connected to the parent node before initiating password recovery, leading to confusion and app instability (transcript: 06:00–10:00).
  • Customer experienced repeated app loops (e.g., 'getting router settings', 'add account') due to incorrect login attempts and logout/relogin cycles, indicating poor flow control (transcript: 09:00–11:00).
  • Agent correctly used the recovery key method per KB, restoring admin access and enabling Wi-Fi rename functionality.
  • Original custom SSID was not recovered during the call; customer was left to self-diagnose.
Positive Highlights
  • Correctly identified and applied the five-digit recovery key process for SPNMX42 series as per linksys_now_login_admin.md (transcript: 07:00–12:00).
  • Collected full customer contact details (name, email, phone) early in the call (transcript: 04:00).
  • Confirmed router model (SPNMX42) and used appropriate recovery method for the model family.
  • Successfully guided customer to reset admin password and regain access to router settings, enabling Wi-Fi rename.
Agent Errors / Gaps
  • Failed to confirm connection to the parent node before starting password recovery (transcript: 06:00), violating credential/environment handling protocol.
  • Did not prevent customer from logging out of the app prematurely, which triggered repeated login loops and wasted time (transcript: 09:00–11:00).
  • Provided no clear structure or expectation setting for the troubleshooting path, contributing to inefficiency.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer successfully reset the router password using the recovery key, gained access to the admin interface, and confirmed they could now proceed to restore their Wi-Fi settings. The core issue (locked out after reset) was resolved.
R2 Met Diagnostic thoroughness conf 96%
Agent asked targeted questions to identify the symptom (wrong password after reset), confirmed the customer was on the parent node, and guided them through the correct recovery-key reset process instead of defaulting to factory reset.
R3 Met Correct resolution path conf 97%
Agent correctly chose the non-destructive recovery-key method over a full factory reset, which preserves settings and is the proper path for SPNM-series routers with forgotten admin passwords per KB guidance.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified the root cause as a forgotten admin password post-factory reset, not a connectivity or hardware issue, and focused troubleshooting accordingly with relevant questions about password prompts and node connection.
T2 Met Appropriate tools / resources used conf 94%
Agent used the correct built-in tool — the recovery-key password reset flow — which is the appropriate and necessary method for this scenario; no additional tools were needed or missing.
T3 Met No misinformation conf 96%
All technical instructions (use 'admin' as default, enter recovery key, create new password) align with spnm_wireless_ui_guide.md and universal_password_login.md for SPNM6X series routers.
Communication
C1 Met Clear & professional language conf 93%
Agent opened with a greeting, collected required info, maintained control by guiding the customer through each step, and kept the interaction focused despite app glitches and customer confusion.
C2 Met Confirmed understanding conf 92%
Agent used clear, simple language, repeated key points (e.g., difference between Wi-Fi and router password), and adapted to the customer’s pace during app navigation issues.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, stayed on the line throughout the troubleshooting, and did not transfer or abandon the customer despite technical hurdles.
O2 Met Proactive follow-through conf 91%
Agent clearly explained next steps: reset the router password, then rename the Wi-Fi network; also advised checking other devices for the old SSID if needed.
O3 Not Applicable Closure confirmation conf 100%
This was the customer’s first contact with support; there was no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was resolvable at L1 using standard recovery procedures.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation details is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent remained professional and patient but did not explicitly acknowledge the customer’s frustration over losing all node configurations or express empathy for the inconvenience caused.
X2 Met Tone & rapport conf 93%
Agent matched the customer’s communication style, responded promptly to confusion, and maintained engagement through repeated screen guidance and confirmation checks.
X3 Met Overall experience conf 95%
Agent avoided unnecessary steps like full factory resets or node re-pairing by using the recovery-key method, significantly reducing customer effort and reconfiguration time.
Call Transcript27 turns · 29 lines
Speaker 1
Belize [silence] uh Belize my name is Antoine nice to meet you [silence] um the issue is uh I have a um tell you tell you what route I have I have the linksys the model the the model number is the S P N M X 42 that's the Sierra Papa November Mike X-ray 42 that's the model number router I have uh I have lots of nodes a massive house so I have eight eight nodes or seven nodes around the house [silence]
00:00
Speaker 2
Welcome to LinkSys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling LinkSys. My name is Ven, and I'll help you today. [silence] Hi there, what seems to be the problem? [silence] Uh-huh. Hm.
00:00
Speaker 1
router to create a Daisy chain of Wi-Fi support around the perimeter. But something was wrong with my internet. It said that it wasn't working, the router wasn't working, so I reset the main router. What that's obviously done is the customized name that I had originally, which connected to all the devices around the house and all of the the the node uh uh Wi-Fi extenders has it's all gone down. And the only thing that works is the reset router was the, which is the original one, because it's gone to the original name of the um, of the router. So, when I try to change, part that adds it says add the add the router to the app. So, I can change the name back to the the customized name that I created to get everything to connect. It says it's the wrong password. So, right now, I only have Wi-Fi in the main router, which is gone to factory settings. And I cannot connect any of the the uh the nodes or uh devices uh because it it won't recognize the new reset. Yes, um, [silence] yes, um, yeah, uh, I am. Um, uh, I was asking I I I tried to put uh, when I checked on chatgbt, it says I should use the password that is that which is the original password on the on the router uh, which I did. And it says it doesn't uh, it's not the correct password. which doesn't make any sense um, cause it's it's going back to factory reset. So I've uh, the name is gigaclear underscore ddb4. That's what it says on the actual man uh, router. So it recognizes that on the on my phone uh, iPhone. And when I type the device uh in the app, it says it's the the wrong uh, the
01:00
Speaker 2
are you also connected to the wi-fi name of the parent note right now? All right. And when it asked for a password, specifically, which password was it asking for? [silence] That's an interesting point you bring up.
02:00
Speaker 1
uh, uh, it's the wrong, uh, it's the wrong, cut password, so I can't add the router to the app in order to change the name back to the or original, back to the customized name and password. So it all connects again. Yes, cuz it wasn't trying to get me to add the router to the app. Although, the original, yeah, the the customized version was already on the app. But it wasn't recognized, because it said everything is offline. So when I reset the router, it then asked me on the app, on the the Linksys app to add the router. So when I tried to add the router, it, um, it didn't allow the password for some reason, so I couldn't. I still am offline everywhere apart from this router, which is connected to nothing. Yes, it is, yeah.
03:00
Speaker 2
To clarify it was asking for a router password. is that correct? Mhm. I see. Alright, thank you so much for that one. Before anything else, may I ask, is this your first time calling as well? [silence]
03:00
Speaker 1
yep my first name is Antoine that's spelled A-N-T-O-I-N-E and my last name is Dixon Belot that is D-I-X-O-N hyphen B-E-L-L-O-T that's correct yep my email address is Antoine A-N-T-O-I-N-E D B that's Delta Bravo BB number 9 so AntoineDB9@ gmail.com yeah Delta Bravo 9 yeah yeah
04:00
Speaker 2
All right. Since this is your first time calling, I'll just have to gather some quick few information so that I can document it here in my end. Can I have your first and last name? Mhm. Thank you very much. Antoine Dixon, what about the email address? Mhm. Mhm. Thank you so much, Antoine comment. B9@gmail.com. Yes. And the phone number that you're currently calling is it 07 753 2670? Yes.
04:00
Speaker 1
Yeah sure. One minute. Number is. Five five Yankee 2 0 Mike 1 Bravo Charlie 0 2 1 4 1. That's correct. Well, that's correct. Yeah.
05:00
Speaker 2
[silence]
05:00
Speaker 1
Right. okay, okay. Can you stay on the phone with me and we try and do this together? okay. Yeah I'm just it it it just says get him rooter settings. . . . . . One minute. it still says getting rooter settings. It's taking long. um
06:00
Speaker 2
[KEEP_UNCERTAIN] Okay. What it's currently asking for is an admin password. Since you've already performed a factory
06:00
Speaker 1
That's taking a long time. I don't know why it's still doing it. Let me try. Okay. Alright click on linksys. It says getting to settings. Okay. Add account, reset password. Okay. Right. I've done that. Now I'm gonna press the recovery key which is 2-1-3-2-4. Then it says reset router password. Enter new password. Oh and now it's done. Now it's done. It's gone to We found new network. Add network. Add network. Did I go past it? So but till go back to this. Should I do it again? No I'm just gonna add a, new network. So add it again, don't know why. When I try to reflect it, it's done something again. So let me try. It's gone now back to 'enter recovery key' 2, 1, 3. Two, four. I've pressed that. New. It said enter new password. And then as I've gone to press, it's gone back to 'connect to router settings'. And then it's gone again to another screen that says, 'We found a new network'. So it's took me back to 'add account or don't add'. I press 'don't add' and now it is in a screen that says 'devices zero node zero Internet online. Last five'.
07:00
Speaker 2
All right. Go ahead and click that one. All right. What are the options right now? Mm hmm. All right. Clicking don't add to account, what will it say? [silence]
08:00
Speaker 1
connections, parent controls off, guest network off. Then it says share Wi-Fi, internet slow. Um, it keeps resetting itself to... OK, so now I've gone to settings where it says devices, safe browsing, Wi-Fi settings, guest network, speed check, priority, all of this stuff. Advanced settings, network administration. Let's try that. Imagine. Definitely something wrong with the app, because it keeps going back to getting router settings. Keeps going back to this for no reason. It's not giving me an opportunity. Hang on. Account. OK, log out. Should I log out? OK. I've logged out. It says connecting router. Now it wants me to log in. So I'll put in my email address and password. Log in. OK, it says getting router settings.
09:00
Speaker 2
Oh, there's no, Do you have an option to log out? Yes.
09:00
Speaker 1
Your router has no Internet connection. Check router power, or if there is an ISP outage. And it says, "troubleshoot. We'll walk you through it." or it says, "replace Linksys router, nodes." upgrade your existing mesh system. Import Wi-Fi settings for seamless transition. Okay, so that is how do I?. What do I press? so there's two options. One says troubleshoot and one says replace Linksys router nodes. Oh, yeah, I am. Yeah, I'm on my iPhone, uh, and it still has a full network, full uh Wi-Fi. Only log out at the bottom.
10:00
Speaker 2
Double check if you're currently connected to the parent node still. Double check. hmm. You don't need to do any of those, just simply double check if you're still connected to the parent node Wi-Fi. All right. Thank you so much for that one. Is there an option to exit those, uh, two options given to you? Alright, try logging out.
10:00
Speaker 1
:) Okay. Yeah. Then it says, log in email or router password. Or or create a new or create a new account. Yep. And now it says, logging in with root or password lets you manage your Wi-Fi while connecting you to Wi-Fi. Enter router password. A-D-M-I-N and then press login. Yes. It says, sorry, that's the incorrect password. Okay. Reset. Now let's try recovery key. 21324. The account holder will be notified if the route or password is changed. Press continue. [silence]
11:00
Speaker 2
click on root your password for click on root your password first Try using admin first A-D-M-I-N all lowercase yes Try to see if it accepts that code alright try resetting the password one more time
11:00
Speaker 1
Never mind. Continue. Yeah. Okay, reset route for password. Can I make it, it's that's different to the original, to the root for password that I had, uh, to the internet password? Different. Okay, okay. Okay, understood. All right, let's do that. Okay, I'm in. Okay, I'm in. This is good. So it says, two devices and one node. It didn't say any of that before. So, by it- by it's reset to the, uh, yeah, the original.
12:00
Speaker 2
Go ahead, yes, continue. Create your new, go ahead and create your new router password. Once again, once again your Wi-Fi password and your router password are both different passwords. The router password is just for your app. How many devices, perfect perfect. So, now it's reflecting it it's now reflecting your.
12:00
Speaker 1
Ye Yeah Okay Wi-Fi settings let me just try this now Bear with me just so I can remember the exact name. return TIM. [silence]
13:00
Speaker 2
Yes, it's now reflecting your information correctly. So you can now rename everything back to the original one that you had, just by going to Wi-Fi settings. That's about it. [silence]
13:00
Speaker 1
So, I'm trying to find what the old name was called exactly. Where will I find that on my device to see exactly how it was spelled? Cause there was an underscore as well. I don't know. Yeah, I know what to do. I was just Yeah. Yeah. Yeah. But yeah, exactly what I'm doing now. Just gone to a television. I'm just checking now. Trying to find internet network is disconnected. Click connect. Wireless.
14:00
Speaker 2
For that one, it just solely relies on the device that was still connected to it. If unfortunately it can no longer be remembered, you will need to attempt a complete factory reset on the rest of your nodes. Try double-checking on laptops or computers that previously saved it.
14:00
Speaker 1
Ah damn It only has the new Wi-Fi link on here, not the old one. Where will I find that? Saw it earlier somewhere New Barrack word Wi-Fi Um, I can try and- I think I know what it was New bar Underscore Wi-Fi maybe, and then password Fon41 Save Continue restarting your Wi-Fi. This could take up to a minute
15:00