V2 Rubric Detail — d14147f8-64d2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 13:46
Duration
8m 33s
Contact
David Celorimier
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132936
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Can't access linksys app

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-25.7)

V2 Grader Summary

The agent failed to apply the required Recovery Key password reset process, skipped essential diagnostics, and provided no structured support. The interaction lacked empathy, ownership, and clear next steps, ending in disconnection without resolution. Despite technically correct mention of password reset, the omission of the non-destructive method and overall mismanagement results in an Unresolved outcome.

V1 Case Analysis

Customer unable to access Linksys app or admin UI (myrouter.local / 192.168.1.1). No model confirmed. Agent suggested browser changes but skipped power cycle, reset, or direct UI URL. Call ended without resolution or follow-up plan.

Troubleshooting Steps
  • Asked customer to try logging in via email/password or router password
  • Suggested uninstalling and reinstalling the app
  • Recommended disconnecting and reconnecting to Wi-Fi
  • Advised trying myrouter.local in browser
  • Suggested using different browsers and private/incognito mode
  • Recommended trying 192.168.1.1
Key Observations
  • Agent never confirmed the router model, making all guidance potentially inaccurate [00:00–08:00].
  • No basic troubleshooting steps (e.g., power cycle, factory reset, LED check) were performed despite blank UI symptom [05:00–07:00].
  • Agent failed to provide the known KB workaround for blank admin page: direct access via http://<router-IP>/ui/local/dynamic/index.html [05:00–07:00].
  • Call ended with no operational closure—no callback, escalation, or self-help path offered after customer disengagement [08:00].
  • Agent incorrectly suggested 'reset and make new admin password' without verifying current access state or model-specific recovery process [02:00].
Positive Highlights
  • Agent collected the device serial number, ISP, and customer contact information [01:00].
  • Agent attempted to guide the customer through alternative access methods (different browsers, private mode) [05:00].
  • Agent remained polite and did not interrupt the customer despite long silences and disengagement [07:00–08:00].
Agent Errors / Gaps
  • Failed to collect or confirm product model number, which is required for accurate troubleshooting and URL validity [00:00–08:00].
  • Did not suggest a power cycle or factory reset, which are standard first steps for a blank or unresponsive admin UI [05:00–07:00].
  • Did not provide the known direct-URL workaround (http://<router-IP>/ui/local/dynamic/index.html) from the KB for blank admin page issues [05:00–07:00].
  • Gave incorrect guidance to 'reset and make new admin password' without confirming whether the customer had ever set one or whether the model supports that flow [02:00].
  • Allowed the call to end with no follow-up plan, escalation, or callback despite the issue being unresolved and the customer disengaging mid-troubleshooting [08:00].
  • Did not verify whether the customer was on the correct Wi-Fi network or could ping the router before attempting web access [04:00–05:00].
  • Failed to check device LED status or ask about physical connectivity, which are basic protocol steps for access issues [05:00–07:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended the call stating they couldn't continue troubleshooting and would have to try later, with no resolution achieved or path forward established.
R2 Not Met Diagnostic thoroughness conf 90%
Agent suggested app reinstall and network reconnection but skipped core diagnostics like verifying router model, admin password status, or Recovery Key use — no logical troubleshooting sequence followed.
R3 Not Met Correct resolution path conf 90%
Agent immediately defaulted to 'reset and make new admin password' without first offering the non-destructive Recovery Key method, which violates protocol for forgotten password cases.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify key symptoms (e.g., router model, login method attempted, internet connectivity) or ask targeted questions to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., remote session, web UI verification, Recovery Key reset) were used despite the issue requiring direct access or diagnostic validation.
T3 Partially Met No misinformation conf 85%
Agent correctly mentioned resetting the password, but failed to mention the Recovery Key method — a critical omission that downgrades technical accuracy.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked structure, clear expectations, or control; agent responded reactively without guiding the interaction or managing transitions.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not adapt to customer frustration or confirm understanding, though terminology was not overly technical.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership — offered no follow-up, failed to resolve access issue, and allowed customer to disengage without resolution.
O2 Not Met Proactive follow-through conf 90%
No next steps, timelines, or commitments were provided; customer was left to call back independently.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue did not clearly exceed L1 scope, though proper L1 steps were skipped.
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 90%
Agent showed no empathy or acknowledgment of customer frustration, offering only procedural responses.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer’s growing disengagement or adjust pace/tone; interaction remained flat and ineffective.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number and retry multiple access methods unnecessarily; agent could have directed to Recovery Key or local login.
Call Transcript16 turns · 17 lines
Speaker 1
Hi, I'm uh I'm having trouble getting my network connected through the app, the Linixus app, the like manage settings and things like that.
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 one 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. hi, thank you for calling Linksys. this is joy. How can I help you today? Okay. We have the serial number of your Linksys device. Please. [silence]
00:00
Speaker 1
Yeah, uh, five-oh-d one-zero-M two-eight-C one-four-two-three-six. Verizon. David D'Lormer. D-E-L-O-R-M-I-E-R. First name dot last name David dot Lormer at gmail.com.
01:00
Speaker 2
And who is your internet service provider? I have your first and last name, sir. How do you spell your last name? Then ask me your email address. Okay. You. All right. So when you true.
01:00
Speaker 1
I've tried both. Okay. Yeah, I've I've tried that. Um, let me do it again just to see. So, let me try the router password. Yeah, I mean, so now it's not even recognizing my router. It says, log in with router password first connect to your Wi-Fi. Unable to detect a connection to your Wi-Fi.
02:00
Speaker 2
Try to log into your linked S app, um, what method did you use? Using the email and password, or just the router password option? Okay, so for, for this one, so the email and password is no longer working, so he can no longer log in using the account. So, you can only log in using the router password. And if that, won't go through, just reset and make new admin password. [silence]
02:00
Speaker 1
Yes. Yeah, I just did that. Okay.
03:00
Speaker 2
You are connected to a router right and it's working. I have you trie to un-install and re-install the app. Um try to like disconect from your network and reconnect again or forget your network and reconnect [silence]
03:00
Speaker 1
yeah it's still not recognizing the network no I can try that what's the website my router local
04:00
Speaker 2
Have you tried the web interface?
04:00
Speaker 1
It's just spinning. Nothing's happening. Computer. Chrome.
05:00
Speaker 2
um, you're using your computer or your phone to access my router.local a. [silence] okay. [silence] What browser are you using right now, sir? [silence] Do you have Microsoft Edge or try to open a private window and access my [silence] router.local there, if it's still loading. how many links does loop, do you have in total for the system? [silence] if it's still loading, try to open up another tab, access.
05:00
Speaker 1
192.168.1.1[silence] yeah it seems like that's not working either[silence] it's just spinning[silence] okay[silence] Give me one sec. I need to uh connect to a hot spot
07:00
Speaker 2
Did you receive like some error?
07:00
Speaker 1
Hey, I can't do that right now. I'll have to try later. Okay, thank you. Bye.
08:00
Speaker 2
Yeah sure, just give us a call back. The you're welcome. Bye.
08:00