V2 Rubric Detail — d6e461e2-715f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 13:06
Duration
13m 41s
Contact
Chris Devine
Issue Type
—
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134933
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

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall77.9% (+57.9)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer through the recovery key process to reset the router admin password, avoiding a factory reset. While minor inaccuracies were present and some troubleshooting steps were skipped, the core technical path was correct, empathetic, and effective, resulting in a successful outcome confirmed by the customer.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 90%
Agent guided customer through recovery key process to reset router admin password; customer confirmed success with 'yes, it's done it' and thanked agent.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent skipped verifying current password or testing login, and jumped directly to recovery key without confirming if customer was using Wi-Fi vs. router password first.
R3 Met Correct resolution path conf 95%
Agent correctly chose non-destructive recovery key method over factory reset, aligning with KB guidance for forgotten admin password.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (wrong password error) and collected model/serial, but did not diagnose whether customer was confusing Wi-Fi password with router password until late in the call.
T2 Met Appropriate tools / resources used conf 90%
Issue required only KB-based recovery procedure; agent used correct method (recovery key) without need for additional tools like remote session or logs.
T3 Partially Met No misinformation conf 85%
Agent correctly explained recovery key and password distinction, but inaccurately stated admin password must be 10–12 characters and cannot have repeated characters — no such rule exists in KB.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent introduced themselves and asked for details, but failed to set clear expectations or structure the troubleshooting flow, leading to confusion about logging out of the app.
C2 Met Confirmed understanding conf 90%
Agent adapted language to customer’s level, repeated key points about password differences, and confirmed understanding when customer expressed confusion.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case throughout, provided resolution, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 70%
Agent gave steps to reset password but did not confirm final outcome or set follow-up plan; customer ended call without verifying both nodes were visible.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent acknowledged complexity with 'I totally understand that. Because it's a little bit confusing,' showing empathy and patience.
X2 Met Tone & rapport conf 85%
Agent matched customer’s pace, used repetition for clarity, and maintained engagement despite technical confusion.
X3 Met Overall experience conf 90%
Agent avoided factory reset and used recovery key method, preserving Wi-Fi settings and preventing reconfiguration of all devices.
Call Transcript24 turns · 24 lines
Speaker 1
[silence] Yeah, hello, um, I've got the same, um, system at my home and work, and I'm trying to set up, I've got the, um, home system on the app, but I'm trying to add the work one to the app, but every time I try, it tells me the password is wrong. Yeah. Yeah. Yes, Chris Devine.
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. This is Regina. How can I help you today? [silence] Okay. So, your Linksys Mesh Distemp are currently working, but you are planning to log in to your Linksys app to manage your router settings. Okay. But is this your first time calling us for support? May I know your first name and last names, sir?
00:00
Speaker 1
app symbol. uh, Stalwart S T A L W A R T and then products with an S. co.uk. Uh, hmm. yeah. Uh, one at home and one at work. Yeah.
02:00
Speaker 2
of the parent node, and how about the other node that you're going to add. So they're both solid blue. Okay. Is your phone currently connected to your cable router? But your Okay. So you're trying to add that. So can we try to select your wife's name? But you are besides with your cable router. You are besides with your cable devices, which means you're closer,
03:00
Speaker 1
Yes. Yes. so it's on the I-Fi. That's all connected. Yeah. Yes, I'm locked out. What to you or in the app? Yeah. You want me to read it to you? I might need some glasses hang on. Right, so it's five. Nine. S for Sierra.
04:00
Speaker 2
OK, can we connect your phone to the Wi-Fi name? And Wi-Fi password of the parent node? OK, so you're on the wi-fi, can you log out to the link system app? And do you have the option there to provide a serial number of the parent node? OK, on the bottom of the device itself. Yes, please. Yeah, it's okay. just take your time. [silence]
04:00
Speaker 1
One, zero, M for Mike, 28, E for Echo, 0 9 9 3 4. Yeah. Yeah. Tube. Yeah. Yes, that's done.
05:00
Speaker 2
oh no 09934 okay so the model number of your linksys devices are both SP and NMX 56 and who is your internet service provider okay to and this routers are provided by tube that's good since you're connected to your Wi-Fi sir can we proceed to log out with the linksys app and then log in then manage your wi-fi
05:00
Speaker 1
So sorry, I've misunderstood. You want me to actually log out of the app? Right, I'm just logging back in. What? Oh. I've checked everything. Should be working. Zero. Hmm. But perhaps... I don't know. [silence]
06:00
Speaker 2
yes. then let's try to log in or force close. reopen the linksys app and then try to log in. Okay. and then scan to select the login using your router password, not your email and password.
06:00
Speaker 1
[KEEP_UNCERTAIN] I've just got to find the password. Yeah, I've got the password. I've just got to put it in.Ah, yeah. Uh. No, I mean, Chris was supposed to, yes. Well, I'll report everybody's decision to tax rather than, because that's, that's what, that's the best year of, it's like. They run. It's like, I don't care. I'll just. What's going on? No, still says the password's incorrect. [silence]
07:00
Speaker 2
Okay, can we try to use the password labeled underneath of the footprint?
07:00
Speaker 1
Yeah. So, I don't really want to reset it because obviously there's a lot of devices already on the Wi-Fi. So, I don't want to have to re-input the password. So, the one for the router should be... Sorry, I misunderstood then. All right.
08:00
Speaker 2
Okay, click reset or forgot password to create a new one. Uh-huh. So regarding with that, uh, yeah, regarding with that, Chris, your router password is actually different from your wi-fi password. So just in case you will change your router password, it will not affect with your wi-fi password. Don't worry for that. Um, yeah, the router. Uh, yeah, the router password is actually different from your wi-fi password. So every time you're going to manage your router settings, you need the router password, not the wi-fi password. So you have to connect your computer to your wi-fi through another device. If you want to change your wi-fi password, go to wireless, security, then you can put your new type of password. Just set the security as well as D-WPA2 pre-shared key.
08:00
Speaker 1
All right. So, where do I get the router password? OKAY, So I need a recovery key. 45945. So, this doesn't change the actual Wi-Fi password. Sorry. I didn't understand that.
09:00
Speaker 2
Router password to log in, but to connect your devices, you need your WiFi name and WiFi password. And it's different from your router password. Click reset or forgot password and customize or create your own. Okay, so use the recovery key labeled on the bottom of the parent node, the five numbers. Exactly. So you need to remember your WiFi password. Yeah, that's okay. [silence]
09:00
Speaker 1
That's what you're there for, right? yeah [silence] yeah. [silence]
10:00
Speaker 2
Better to call us there. So that we can also recommend or advice you some thing. Yes. I totally understand that. Because it's a little bit confusing. And of course, on creating an admin password you need to follow the standard rules. So it must have 10 to 12 characters with an uppercase lowercase letter stripes. It appears when you try to start typing your admin password or router password
10:00
Speaker 1
[silence] can't have the same character twice in a row. Okay, cool. Yes, it's done it. Thank you. Yeah, yeah, it's going in now. Yeah, yeah. Yeah. [silence]
11:00
Speaker 2
Yes, sorry. It's really standard for security purposes, sir. Okay, you're welcome. And are you on the Lynxest app dashboard? Okay. Yeah, and then can we check your Wi-Fi setting to verify your Wi-Fi name in Wi-Fi password. So click the menu icon or the three lines at the upper left. And then go to Wi-Fi settings. So your Wi-Fi name in Wi-Fi password are still the same, right? So it doesn't change when you try to [silence]
11:00
Speaker 1
yeah where's that sorry no only one only one at the moment but I guess that's because I I've logged in with the with the router not my password I guess is that yeah but I guess it's no it's only only showing one at the moment hmm yeah yeah s uh well the other one's at home so I'll have to do that one [silence]
12:00
Speaker 2
to create an outer password, and since we successfully log in to the Linksys app, and there are two nodes connected. Is there two nodes connected? On the Linksys app. Only one. And your - Yeah, but since you have two nodes connected, so both of the nodes are solid blue. So it should actually be detected on the Linksys app. So I'll go back to the dashboard here to the main page, and then check if there are two nodes indicated. There's only one. So you're planning to add the other one. Okay, can we check the light indicator of that node and also the model number? [silence]
12:00
Speaker 1
Yeah, great. Yeah, that's brilliant. Yeah. Thank you very much. No, you've been great. Thank you for your help. [silence] Okay. Yeah. Brilliant. Thank you very much. You too. Thank you. You too. Bye. Bye. [silence] Alright mate.
13:00
Speaker 2
Okay, sorry. So just feel free to call us back if you need any further assistance, particularly on setting up the other nodes. And is there anything else that they can help you with? Okay, you're welcome sir. And let me provide your ticket number so that when... Just in case you call us back, the next technician can quickly access your information. So it's 134-933. Okay. So thank you for your time. You're welcome and have a great day. Bye for now. [silence]
13:00