V2 Rubric Detail — d34b07e8-600c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 11:59
Duration
27m 52s
Contact
Antonio Gouveia
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132208
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.86/5
Overall45.4% (-10.6)

V2 Grader Summary

The agent demonstrated ownership and empathy but provided materially incorrect technical guidance by advising 'admin' as the default password for an SPNM60, which is inaccurate when the unit is configured. Despite attempting the recovery key path, the customer was unable to log in due to this error and excessive friction. The issue was not resolved, and the customer disengaged without success.

V1 Case Analysis

Customer unable to log into SPNM60 router admin page; agent provided incorrect default password and URL guidance; recovery-key process attempted but not completed; promised email instructions.

Troubleshooting Steps
  • Collected customer name, email, serial number, and model (SPNM60).
  • Guided customer to open a browser and navigate to 192.168.1.1 and later myrouter.info.
  • Incorrectly suggested 'admin' as the default admin password.
  • Attempted to walk through the recovery-key password reset process but did not complete it.
Key Observations
  • Agent incorrectly stated the default admin password as 'admin' for SPNM60 (KB states it uses the Wi-Fi password).
  • Agent provided malformed and conflicting URL instructions (e.g., '192.168.1.1, Google.com' and '190.1008 to one').
  • Agent failed to complete the recovery-key password reset process and did not confirm the router's setup state.
  • Customer remained unable to log in; no technical resolution was achieved.
Positive Highlights
  • Agent collected the product model and serial number accurately.
  • Agent acknowledged the customer's frustration and apologized for the inconvenience.
  • Agent attempted to guide the customer through the recovery-key reset process, even if incomplete.
Agent Errors / Gaps
  • Incorrectly stated the default admin password as 'admin' for SPNM60 (KB states it uses the Wi-Fi password).
  • Provided inaccurate IP address guidance: '190.1008 to one' instead of 192.168.1.1 or myrouter.info.
  • Failed to complete the five-digit recovery-key password reset process after initiating it.
  • Gave mixed instructions by first suggesting the admin password, then switching to Wi-Fi password, then recovery key without clarity.
  • Did not verify whether the router was in factory state or already configured before attempting login.
  • Suggested navigating to '192.168.1.1, Google.com', which is invalid and confusing.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer repeatedly states 'incorrect password' and 'it's just not happening'; call ends without successful login or resolution.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided customer to browser, tried 192.168.1.1 and myrouter.info, suggested recovery key, but failed to confirm correct URL (myrouter.info for SPNM60) and gave incorrect default admin password advice.
R3 Partially Met Correct resolution path conf 90%
Agent attempted recovery key reset path, appropriate for forgotten password, but provided technically inaccurate login instructions for SPNM60 model, undermining the resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent confirmed model (SPNM60), serial, and node count, but did not ask if admin password was changed or if recovery key had been tried, missing key diagnostic steps.
T2 Partially Met Appropriate tools / resources used conf 88%
Agent relied solely on verbal guidance; no remote tools used. While tools weren't strictly required, agent misapplied device-specific knowledge (URL and default password), indicating suboptimal resource use.
T3 Not Met No misinformation conf 97%
Agent instructed to try 'admin' as default password, which is incorrect for configured SPNM60 (default admin = WiFi password on label); this materially incorrect advice derailed troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent set initial expectation about app deprecation, but call featured repeated 'click advanced', sighs, and unclear transitions, indicating loss of control.
C2 Partially Met Confirmed understanding conf 92%
Agent used terms like '192.168.1.1', 'admin password', 'recovery key' without consistent comprehension checks; customer expressed confusion multiple times.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent stayed on call, did not transfer, offered email instructions, and attempted multiple solutions, demonstrating ownership.
O2 Partially Met Proactive follow-through conf 90%
Agent promised to send step-by-step instructions via email but did not specify timing or confirm receipt, leaving follow-up incomplete.
O3 Not Applicable Closure confirmation conf 100%
No evidence of prior contact; customer did not reference previous support.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted; issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent said 'I sincerely apologize for the inconvenience' and remained polite despite customer frustration.
X2 Partially Met Tone & rapport conf 91%
Agent continued with scripted steps despite customer confusion ('I'm not getting anywhere'), without adjusting pace or simplifying approach.
X3 Not Met Overall experience conf 95%
Customer had to retry multiple times, switch browsers, and was told to use a different device, creating unnecessary effort and friction.
Call Transcript47 turns · 50 lines
Speaker 2
welcome to lynx support to assure quality service your call may be monitored please remain on the line for assistance silence
00:00
Speaker 1
All right. I'm trying to to connect to Community Fiber to Lynt Link's Smart Wi-Fi. And when I enter all the details, it tells me that uh that the Wi-Fi password is incorrect. Yeah. Yeah. Yeah. Yes, it is. Uh my first name is Antonio and the last name is Gouveia, G-O-U-V-E-I-A. [silence] My Connection Ff struck me major connection fud, I'm in Central Florida, in Ota G-O-U-V-E-I-A. [silence]
01:00
Speaker 2
Hi, thank you for calling Linksys.This is Regino. I gonna help you today. Okay, so let me just confirm. Sure. You are trying to access the dashboard of the Linksys app or the web interface? The Linksys app? And is this your first time calling us for support? Okay, so may I know your first name and last name? Sure.
01:00
Speaker 1
Visa number-[REDACTED_PAYMENT_DIGITS] Goverie Govier George, George Gouvrier TJ Govier George493@gmail.com yeah no it's J J for George not jee
02:00
Speaker 2
[KEEP_UNCERTAIN] Thiratter your last name is G-O-U and your callback number Antonio. And your email,or "N"3 Gmail.com. Okay, let me just verify it using phonetics is G for Golf. O for Oscar. U for Umbrella. V for Victory. E for Edward. I for India. A for Alfa. G for George. E for Edward. U for Umbrella. R for Romeo. A for Alfa. J for Juliet. [silence] S for Sierra. Eq.
02:00
Speaker 1
Yeah. Yeah. No. T-O-R-G-E. G-E. Yeah. Govia George. Yeah. Govia George, which is J-O-R-G-E-at-gmail. Yeah, at gmail.com. Correct. Uh, I've got a community fiber router.
03:00
Speaker 2
okay, so letter J for Juliet. Then E for Edward. George o-R-J-e. So jaladria. Then J for Juliet then four nine three. Okay, so guabia George four nine three at gmail.com. Okay, thank you, sir. And how many links this router do you have?
03:00
Speaker 1
Sorry. No, uh, I've got a community fiber and uh it uh says on it, so I can link, uh, download the Link Smart Wi-Fi and uh, use it. But when I do a when I enter all my details, sorry, I have three. Looking at the serial number. Okay. Hold on a minute. [silence]
04:00
Speaker 2
You have two [silence] two nodes. [silence] two Linksys routers. [silence] Uh huh. [silence] Oh yeah, I totally [silence] I totally [silence] Go ahead. Uh huh. [silence] Okay. [silence] What I mean, sir, is that how many routers do you have? [silence] Could you please provide the serial number of the main router? [silence] Yes. [silence]
04:00
Speaker 1
Right, the serial number is seven two E O M two AF one five seven eight nine. No, no, no. No, it's seven two E one O M two AF one five seven eight nine.
05:00
Speaker 2
richard zero 1020 301 Mike 475 9 Delta 83 70 3851 2 Echo 17 5 E for everyone 0 and Michael 2 Alpha 5
05:00
Speaker 1
Correct. SPM M60. Correct. Okay, so comes, are not available to to connect to to the links Wi-Fi.
06:00
Speaker 2
Okay, 7, 2, E for Edward, 1, 0 for Michael, 2, Alpha, Frank, 1, 5, 7, 8, 9. And what is the model number of this router? The, so SPNM 0-Six, zero. Okay, so let me just verify, sir. So all the nodes are working, which means they are all solid white. Uh, yeah, they are all solid white.
06:00
Speaker 1
Say what? Yes, it is light. No, I don't. I've got an iPhone, which is the one I'm using right now. [silence]
07:00
Speaker 2
Solid white, the light indicator on top of your links of devices are all solid white. Okay, now I would like to set an expectation, sir. And I sincerely apologize for the inconvenience. This router is a newer model. So the Linksys app is no longer a part of the features of this router. But don't worry for that. I can guide you how to access the web interface for you to manage your router settings. So do you have a computer or a laptop on your end? How about a iPad, a tablet? [silence]
07:00
Speaker 1
Try to what? Yeah. How do I open the browser? Open Google. [silence]
08:00
Speaker 2
Okay, now can you please try to open a browser like just Google? A browser. Open a browser, but make sure your phone is currently connected with your linksys network, and then open a browser. Then on the address bar, kindly type 192.168.1.1, Google.com. Open Google for me. Yes, open Google. A browser.
08:00
Speaker 1
[silence] Okay. one. one nine two yeah.5.1.192.1
09:00
Speaker 2
Yes, such Google. Then on the address bar, or the URL bar, finally type 192.168.1.1. That one. That one. Yes. That one. Okay. 192.168.1.1.
09:00
Speaker 1
Yeah? Yeah. Okay. Okay. It says here, "I've got. I've got a message saying your connection is not private. Learn more about it." Advance. Yeah. Okay. Hello.
10:00
Speaker 2
Okay, 192.168.1.1. Then press enter. and is it asking you to log in? Go ahead. Okay. Click advanced. So, are you on the login page? Okay.
10:00
Speaker 1
I've clicked advanced and what next, okay hold on a minute, yeah, it comes up with login and asking for a role or password. A-D, what was the other letters? A-D, yeah,
11:00
Speaker 2
Did your route to the login page? Okay, can we try to use admin? The word admin, all lowercase, A-D-M-I-N. The word admin, A-D-M-I-N. [silence]
11:00
Speaker 1
It's saying incorrect route or password, try again. You want me to enter the password of the main router.
12:00
Speaker 2
Okay, [silence] kindly use the password [silence] labeled on the bottom of [silence] your main router. [silence] Okay, [silence] the default Wi-Fi password, [silence] is labeled on the back of [silence] your main router.
12:00
Speaker 1
It's saying, incorrect password, try again. This is what I've just... Now, this is what I've just entered, the route
13:00
Speaker 2
okay proceed to okay but uh did you customize your own router password or did you created
13:00
Speaker 1
rout the password I don't have the option now that's not coming up I'm trying to scroll down but it's not going anywhere.
14:00
Speaker 2
Okay, how about this one? Proceed to click Reset or Forgot Password to create a new one. Can you please proceed to school? Can you please try to scroll down, sir?
14:00
Speaker 1
Hold on. Something else is coming up here in a second. Uh... It's coming up with a message here. Community internet online community 15789.
15:00
Speaker 2
how about this one, sir? finally delete the 192.168.1.1 on the address bar and then type "my router"[silence]
15:00
Speaker 1
[silence]
16:00
Speaker 2
Okay, try to type. http://myrouter.info. [sighs] Click advanced. [sighs] Click advanced. [sighs] Same thing as what you did sir earlier. So you click advanced and then - routed to a page or out to a login page.
16:00
Speaker 1
No, I'm not getting anywhere with this. I, I, I, would you know what I'm looking for? Yeah, When I go to Safari, I get a note saying LinkSys Smart. Wi-Fi is locked in the name.
17:00
Speaker 2
can we proceed to use a different browser? Safari. Open a different browser. Touch Safari.
17:00
Speaker 1
and asking you to install the app. When you tap sign in, there please wait and it just keeps whizzing around. Yes, my my my phone's connected to the existing Wi-Fi.
18:00
Speaker 2
Okay, tell, let's type on the address bar. One nine two dot. question. Then let's check if your iPhone is connected to your synopsis network. Once. You can brow and also you can access the internet. So since you already opened the browser, on the url bar type 190.1008 to one.
18:00
Speaker 1
[silence] I'm on the link Linksys Smart Wi-Fi and it's saying here enter your alto password. Yes, that's the one I installed. Hold on, let me do it again. [silence] Yeah, that's the one I'm going to enter now.
20:00
Speaker 2
Can we use the password, labeled on the bottom of the router, not the recovery key sir, but the password, for the Wi-Fi password.
20:00
Speaker 1
uhh now it's uh it's telling me, I've entered the correct uh wi-fi password, now it's telling me reset password, reset password. Okay, now it's telling me enter recovery key, and it's asking me for fighter
21:00
Speaker 2
sorry, it's telling you okay, now proceed to reset password, okay, use the recovery key labeled on the bottom of the main router since you're closer to it.
21:00
Speaker 1
Ok, I've got that. But, uh, if, if I, if I change this password, will, will this password be different on the, on the Wi-Fi? Ok- ok, hold on. All right, enter the, event. That number now it's telling me to enter a new password.
22:00
Speaker 2
You know, don't worry, Sir. It will not affect your Wi-Fi password. So you're going to use your router password and you're going to access the router setting. And you need also to follow the requirements. [silence] Yes, proceed to enter a new router password and make sure you follow the requirements. [silence]
22:00
Speaker 1
it's telling me incorrect password. Yeah, I've done that. [silence] No, it's it's it's not happening.
24:00
Speaker 2
Okay, you need to create your own router password. That's why it's asking for the recovery key. So you need to make sure that it composed of 10 to 12 characters with an upper case, a lower case letters, number, and a special. And you can proceed to load And you can proceed to log in once you already created your own admin password. [silence]
25:00
Speaker 1
[silence] [silence] it's it's just not happening I think I think we're going to leave it
26:00
Speaker 2
Yeah, because once you're already on the login page here, you can see forgot password or reset password and then you need to type your the five digit recovery key labeled on the bottom of the router of your main router and then click continue and proceed to create your or customise. [silence] or how about trying to use a different device, or maybe you have a friend there to borrow a device. Can you please try to go back? try to go back. Okay, so if you have further assistance there, please feel free to call us back and maybe you can also secure a different device such as a laptop or a computer which we can use to access the web interface, okay? Okay, you're welcome. I will also send you the step-by-step instructions via email. You're welcome and have a great day. Bye.
26:00