V2 Rubric Detail — d79cbe4e-7fcf-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 22:03
Duration
45m 15s
Contact
952-649-8933
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00137175
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot access ui
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall72.4% (+16.4)

V2 Grader Summary

The agent correctly diagnosed the need for local access and password recovery using the recovery key, aligning with KB guidance and achieving partial access. However, the underlying internet connectivity issue on the Linksys network remained unresolved, and the agent attributed the speed issue to QoS without verifying WAN status. Communication lacked empathy and clear next steps, but no critical failures occurred.

V1 Case Analysis

Customer unable to log into Linksys app due to router admin password issue; guided to local router access via 10.215.1.1, used recovery key to reset admin password, adjusted priority settings; advised to contact ISP for speed issues.

Troubleshooting Steps
  • Confirmed device model (MX4000).
  • Instructed customer to connect to the Linksys mesh Wi-Fi and locate the router's default gateway IP (10.215.1.1).
  • Guided through recovery-key password reset (entered 6788) and creation of a new admin password.
  • Checked and disabled the priority setting that could limit bandwidth.
Key Observations
  • Agent incorrectly stated that cloud access has been removed for all Linksys devices, contradicting KB documentation.
  • Agent provided wrong default admin password 'admin' for MX4000; per KB, MX series uses the Wi-Fi password as default admin password.
  • Agent used an unnecessarily complex method (ncpa.cpl) to find the default gateway, causing confusion.
  • Customer remained unable to browse despite being connected to Linksys Wi-Fi, indicating unresolved connectivity issues.
  • Agent successfully guided customer through recovery-key password reset, restoring admin access.
  • Agent correctly identified and disabled priority settings that could throttle bandwidth.
Positive Highlights
  • Successfully identified the correct local IP address (10.215.1.1) and guided the customer to the router login page.
  • Walked the customer through the five-digit recovery-key password reset, restoring admin access.
  • Correctly identified and disabled priority settings that could throttle bandwidth.
  • Maintained call control despite customer confusion and technical issues.
  • Provided a clear next step by advising the customer to contact the ISP for speed issues.
Agent Errors / Gaps
  • Incorrectly claimed that cloud access has been removed for all Linksys routers, contradicting KB documentation on linksyssmartwifi.com.
  • Provided wrong default admin password 'admin' for MX4000 model; per KB, MX series routers use the Wi-Fi password as the default admin password.
  • Used unnecessarily complex method (ncpa.cpl) to find default gateway, causing confusion and inefficiency.
  • Did not verify whether disabling priority settings resolved the speed issue, leaving the outcome unverified.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Customer logged in after recovery key reset but still experienced 'router not found' errors and slow speeds; agent deferred to ISP without confirming WAN status or full functionality.
R2 Met Diagnostic thoroughness conf 97%
Agent guided the customer through logical, sequential troubleshooting: local access via myrouter.local, IP address discovery, recovery key reset, and disabling priority settings.
R3 Met Correct resolution path conf 95%
Agent correctly identified deprecated cloud access, directed to local admin login and recovery key reset appropriate for MX4200 model and configuration issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified login failure and speed issues, asked for model and IP, but did not verify WAN status, internet connectivity at gateway, or perform signal test before attributing slowness to QoS.
T2 Met Appropriate tools / resources used conf 96%
Agent used correct built-in diagnostics (default gateway lookup, recovery key) without over-relying on tools; no remote session or logs needed for this L1 issue.
T3 Met No misinformation conf 98%
Instructions (default password 'admin', recovery key location, IP 10.215.1.1, disabling priority) align with KB: universal_password_login.md, linksys_cloud_account.md, and adjacent_common_wifi_questions.md.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained step-by-step flow but had multiple unexplained silences, no framing of process, and failed to confirm understanding before proceeding.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms like 'default gateway' and 'priority' without simplification; did not consistently check comprehension despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and persisted through connectivity hurdles to guide recovery key reset.
O2 Partially Met Proactive follow-through conf 87%
Agent suggested contacting ISP about speed but did not specify what to report, set a timeline, or offer follow-up — however, customer initiated closure.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and partially resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent did not explicitly acknowledge frustration, but remained patient and solution-focused despite customer confusion and repetition.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a consistent pace and stayed on task; while tone was flat, it remained professional and responsive to customer cues.
X3 Partially Met Overall experience conf 85%
Agent reduced effort by guiding through IP discovery and recovery, but customer had to re-enter recovery key and faced repeated 'router not found' errors.
Call Transcript63 turns · 73 lines
Speaker 2
from. [silence] Welcome to Linksys Support. [silence] To ensure quality service, your call may be monitored. [silence] Certain products will be supported, while end of support products will have self-help options available. [silence] Please have your serial number ready and stay on the line for assistance. [silence] [music] [silence] While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
All right. So, I'm using the links mesh network and I've been using it for a long time now, but we had, uh, I had some internet issues that, my provider has been trying to fix, uh, but now I cannot access my links account. It keeps sending me on a loop. You know, I've even had to change my password, but when I look at the nodes, uh, the lights are on, like it's connected, but the network itself I cannot, it doesn't seem to be functional. So, I don't know what's going on. Uh, Now I do I do have internet connection. Uh, but the speeds are low.
03:00
Speaker 2
Thank you for calling Linuxist. This is may. How can I help? [silence] Uh-huh. So, uh, you mean to say you don't have internet connection right now.
03:00
Speaker 1
And so my provider is going to try fix that, but I'm getting about 60 to 70 MPs. Is that the reason why I can't access my account or what? [silence] How do I log in? How can I log in to my linked accounts then?
04:00
Speaker 2
Okay. Uh not really... regarding the account. We already remove the cloud access to all our linksys device. So there are- therefore the linksys app- linksys account I mean is no longer uh usable to our, to all our all our routers. You can only log in to the app using the router password, not through the account, since there's no cloud access anymore to all our linksys router. No remote ac- uh to the linksys app you mean? There should be an option aside from putting in the email and password. There should be a
04:00
Speaker 1
Yeah, when I say router password, because I've been trying that, it's saying, looking for router on your network. And then it gives, it sends me back to, it says, open your phone setting, find Wi-Fi. On your Wi-Fi, select router Wi-Fi name and enter password. So, it keeps giving me that loop. Mhm. It's connected to my home Wi-Fi, my phone.
05:00
Speaker 2
is there an option below that to log into your router password? You can try to open your app now. if you're at home. Mm-hmm. Hmm. Mm. Okay. So that way it got it. When in fact, your phone is already, or the device where the app is installed is already connected to your Linksys Wi-Fi. Are I right? Mm-hmm. Yeah. Your home Wi-Fi. When that error message uh occur, you need to update instead your router's password.
05:00
Speaker 1
The route it that, uh the, the router, okay? There's a, there's a gateway, it's a modem and router combined. It's the uh uh is it called Nighthawk? No, I'm calling for link. It So I'm using a mesh so the unless I'm, unless I'm misinterpreting what you're asking me. So I have the
06:00
Speaker 2
in fact you have to like use a computer first to log in locally not using the app in order for you to change the router password and that way you can log into the app. So you need to use the default IP address of the router to access its settings and after that, it will give you option to update the WiFi name and password. What's the model number of this router, by the way? The one that you're calling for. What's the model number? Oh NightHawk. Um you're not calling for a Linksys router. Uh-huh.
06:00
Speaker 1
I have my my uh router, my internet router and then it's connected to the links mesh uh system. Are you asking for the uh, Oh, so is it below? Let me, the mailing, like okay. give me one second should be written below. don't OK. It says uh, MX4000. Yeah.
07:00
Speaker 2
[silence] for the mesh system model number [silence] Okay. That makes sense. You can access its settings by logging in locally first myrouter.local.
07:00
Speaker 1
So I go, I go, I... Okay, yes, walk me through. Let me go to my computer. Give me one second. You said my router . . . What? okay, okay. So I'm on. All right. I'm there. Okay. So you just give me instructions to find out more, my router. Okay.
08:00
Speaker 2
Do you want me to walk you through now? Uh-huh. Uh-huh. MyRouter.local. L-O-C-A-L, so my router.local. Type that one on the address bar.
08:00
Speaker 1
is it.com or login? Oh, gotcha. okay gotcha
09:00
Speaker 2
that local. Uh once you're done typing that and more, once just press enter so it's my router that local and
09:00
Speaker 1
so weird. it's trying to access that. I can go to every other site that I want. It's still loading. I don't know why. Oh, but the link, I'm not too sure that the oh, so, okay. Okay, the Lockus. Hopefully that one works. Okay, let me connect it to the links. Okay, maybe the because I I have a feeling that's okay. Let me yeah, I took connected to the home network, but let me connect it to the links Wi-Fi. But I feel like the link's Wi-Fi doesn't have internet. That's why I
10:00
Speaker 2
okay make sure that this computer is not connected to the night hawk Wi-Fi, it should be connected to Linksys mesh Wi-Fi.
10:00
Speaker 1
stopped using it when I okay okay okay now it's connected to the LAN okay now let me go to what it's saying stop okay it's so I couldn't when I can I add to the LAN uh getting an error page network change was detected network you know like error I cannot access it yeah if I use yes Windows oh wait oh I'm sorry once I think it's so once I try it automatically connect [silence]
11:00
Speaker 2
It's okay, because with or without internet, links to settings is still accessible. Network. Are you using Windows computer? Okay, there's a small search box on the lower left side of your computer screen.
11:00
Speaker 1
Next to the. Let me try again. When I connect, when I connect to the Lynx Wi-Fi, and then it gets an err, Okay, connected. Okay, let me try again. Hopefully it works now. It's taking forever to Lord, so. Is there an alternative route? Because it's taking forever.
12:00
Speaker 2
Okay, let's check the IP address of your Linksys router instead. So, there's there's a small search box on the lower left side of your computer screen. Can you see it? Okay, type these letters there. It's gonna be N for Nancy. C for Charlie. A for alpha. Oh, pardon. Delete the A for alpha and rep
13:00
Speaker 1
[silence] [silence] [silence] said see pizza. Okay. OK. OK. Okay. Okay. Enter. Okay. I see okay. I see my Wi-Fi. Yeah. Status. Okay. I see on status I see all details. Okay. I see details. Okay.
14:00
Speaker 2
place it with P for Papa - yeah P for Papa so that should be NCP we have Nancy Charlie Papa and then A for alpha so ncpa.cpl carpark like L L carpark L ncpa carpark so press enter okay right click there Wi-Fi right click and go to status and then details okay
14:00
Speaker 1
OK, let me see if I can find it. I have IP V4 address. Is that what you need? Uh 10.215.1.123. Mhn. OK. Yeah. It took me to links. It says this connection is not... Oh. Yeah.
15:00
Speaker 2
it. I need the IPv4 default gateway IP address. Thank you. What numbers? OK, so therefore the IP address of the Linksys is 10.215.1.1. You can now open a browser and on your address bar type there 10.215.1.1. That's it. 10.215.1.1. Is that private? Perfect. Click on advanced.
15:00
Speaker 1
Oh, There's uh, oh, it's it's grayed out. Uh, oh, it's, okay. So, it says, where am I get, okay, so it's like a, it's like a, yeah, but the options are not highlighted. The only options highlighted is, how can I bypass this? When you continue, the browser will show you a warning message. Oh, so I just try to continue. Okay, okay. Hmm, advanced. Okay, proceed to, okay, I'm safe. Okay, yep. Oh, there you go. Okay.
16:00
Speaker 2
and then visit the website uh-huh why your this continue option below highlighted yes and then on the next page click advance to proceed or show details and then on the next page click advance to proceed or show details uh-huh
16:00
Speaker 1
it it it it it's loading the page is loading okay and then it's as it's saying access dolop router password so is that the one uh and uh oh do i so do i put the number that's below the the router it says access Dolop router password yeah so what is oh it's my password right my there okay do i try my password the one i had before or has it been reset
17:00
Speaker 2
Is it asking you not to download the app, just click the picture of the phone, expand your Wi-Fi. Okay. Mhm. Good. That's where you can have it reset. Mhm. uh So, yeah, uh, you can, yeah, your router password. Try admin, all small letters, a, d, m, I, N. That's the default router password. Yeah, you can probably, you got it reset. So you can try your [silence]
17:00
Speaker 1
Okay, let me first try my password. Okay, okay. Okay, yeah, invalid password. Invalid. Should I let the reset it? Oh, go ahead. Okay, click reset, okay. Okay, thank you.
18:00
Speaker 2
Own pass word. Check if you can log in. Yeah, sure. Okay, try admin all small letters. A D M I N. Hmm. Okay. So if that's the case, click reset. There is your reset option, and it will ask for recovery key, which is on the sticker underneath your router. Awesome.
18:00
Speaker 1
Uh, when I did that, it gave me an error page, this page cannot be reached. Yeah, it don't allow me to. when I do that. Mm-hmm. No, when I say when when I say reset, the page goes to an error page. Or is it 'cause the the internet switched back to, 'cause that the reason it switched back to the home. Is that why? Yeah, I don't know. Yeah, okay.
19:00
Speaker 2
OK. The recovery key is on the sticker underneath five digit numbers. You did it already. Yeah. You need to stay connected to Linksys W-Fi because we're doing a local access now.
19:00
Speaker 1
okay, so let's reload. Oh yeah, it worked. now when I did that, when I changed. okay. Yeah. okay, I'm learning a lot. All right. system asking for the recovery key. Let me look for it. okay. 6788 now. sinking 6788. 678888. submit. Okay. Now, asking me to put a password so I can create, pass word, Okay. I'll reset. [silence] Okay, now I put the password back again, right? I've put the password I'm waiting for it to I guess it's accessing because it's oh I think I'm in. OK, I can see the yeah yeah oh, thank you. All right, so I can still loading slowly though. OK, so I see network router not found, you're not connected to your router. What does that mean? Using your wireless connection. ok, I got that retry but I was able to login. oh, it disappeared. Oh, OK, I see network status links to networking Wi-Fi settings test access.
20:00
Speaker 2
Uh-huh. So, is it still blinking?
22:00
Speaker 1
What do I do? [silence] are you still there? Yeah OK I was device list yeah I'm logged in I can see the two. Yeah.
23:00
Speaker 2
Yeah. Are you still trying to. You are now log in. Can you see links to Linksys Smart Wi-Fi tools? OK. Check priority tab. Check.
23:00
Speaker 1
Can you repeat that, check. Repeat that word. Check for what? Oh, priority. Okay. Priority. Okay. Priority. Okay. Click on it. Okay. You have. It says you have one type of priority on at a time. I switched it off. Okay. Priority by device is off. By video calls off. Right? Okay. Uh-huh. Troubleshooting. Okay.
24:00
Speaker 2
priority make sure it's off priority is on the upper left priority prioritization is it off that's why you are having less internet switch that one off make it into normal priority and switch it off and then hit okay okay correct hit okay now click okay and go to troubleshooting and under oh. Okay, thank you. And who's your internet service provider? Okay. Uh Comcast. The email that I was able to pull up here on my end: It's under shroids@gmail.com. Is this still active? Okay. Now uh just to complete your record, I need your first name and last name.
24:00
Speaker 1
his first name is Shad's yeah okay okay give me one second Alexa what's the time not sure know it's not [silence] connected the the Alexa's my my demon start my right they're not connected yeah wifi setting okay I'm there yes no
26:00
Speaker 2
Okay like in the email. All right so yup you're now log in. You can check your speed now if it improves because we already set everything into normal priority. Therefore, all your devices will receive equal speed. Can you go to wiFi settings Charles? Go to wiFi settings. Yup. And your wiFi name there is different from your Nighthawk wiFi name, alright? They're not the same. Okay because you need to connect your
26:00
Speaker 1
Yeah, so they were all connected every all my devices were connected to to links. And then then we this weekend we had issues with the internet and then now everything was disconnected. Now they fixed the internet but now everything that was everything that was not connected to the links is working, but everything connected to links is not working. So that's why I call you. Let me try. Yeah, let me try to try login. Let me try connect. Okay. Give me. So I'm I'm on my thermostat, my smart thermostat. I'm gonna try see whether I can connect.
27:00
Speaker 2
Linksys Wi-Fi not the night talk because Linksys is the one being extended. Uh-huh. Uh-huh.
27:00
Speaker 1
NetDoc. Okay. or nurse. Uh... I'm... Okay. Let's go next and let me see whether that were works. So my password should be the same, right? Um,
28:00
Speaker 2
It's not necessary, but then you won't have it the same for you not to be confused.
28:00
Speaker 1
nine more seconds, let's see, whether it'll connect, it couldn't connect. Yes. Uh, let me try. if other. my I can connect through my my phone. Okay, my phone's connected. Let me see whether it works. Yes, I think it's working. Yeah, now. This is from my phone. Okay, so now I think it's working. Yes, all right. Um, let me try to connect from my laptop now. Uh, okay.
30:00
Speaker 2
Uh-oh. What is that? It's not connecting.
30:00
Speaker 1
My phone is not okay. Let me try. So, I should be able to browse, yes. Let me see if I can browse. I should be able to browse. Yeah, because I'm connect to that network. Okay.
31:00
Speaker 2
Mhm. Yes, you should be able to search online. You can try it now. [silence]
31:00
Speaker 1
well I can't I can't browse and uh I don't know what's going on I'm trying to go to I'm connected to the links one but I says no oh no internet yeah somehow it's not connecting Yes. That one is still open. Yeah. Oh, it said router not found. It keeps coming up. That error, router not found, and then that error disappears. Ah, I think it keeps defaulting to the other one because if it doesn't sense internet, it just defaults. But let me connect again.
32:00
Speaker 2
No internet? You still have the Linksys dashboard. Okay. You are connected to the gateway's Wi-Fi. If that's the case, make sure you're connected to Linksys.
33:00
Speaker 1
[silence] Can you repeat that? I have three and actually, I wanted to add an additional one. I have an additional one I was hoping to add. they were uh solid blue uh right now it just the uh uh I think they is it the mother one? the main one turned red so I know it's lost network.
34:00
Speaker 2
You have their three packs of the MX 4,200 router, links this router, or just two? How many links towers you have there in total? Okay. And all three are solid white now, correct? [silence]
34:00
Speaker 1
Maybe, yeah, it's red now. So maybe it means that means there's no internet. I Corey, Juergen, and Ludwig-Steinberg are back there. [silence] Yeah, that's, is saying router not found. I don't know. The Not found keeps disappearing then it comes back up before I can do anything. No, it is it is connected to the to the links WiFi. I'm wondering whether because my internet provider has been having problems in the area and that's how this all started. Maybe so I don't know whether is it not getting enough strength or what because it is. I've checked it is connected to the links WiFi. And
35:00
Speaker 2
[silence] Yeah, because your computer is no longer connected to linkage Wi-Fi. Reconnect it back again.
39:00
Speaker 1
Yeah, Yeah, And anyway, unless And the weather or unless. [silence] So. Yeah, Yeah, And anyway, unless And the weather. Or unless. so. Yeah, Yeah, And anyway, unless. And the weather or unless. [silence] How the hell does it blow? Um but I keep I keep getting the error router not found. You are not connected to your router. I don't know why. But then when I look at the Wi-Fi that I'm using, it is the same one the Pelink router network.
40:00
Speaker 2
uh huh. Okay. So moving forward, the main not to the solid blue. You're able to access the settings, was uh able to check the Wi-Fi name and password. The Internet should be okay since we disabled the prompting.
41:00
Speaker 1
Can you let me repeat that last sentence? I didn't quite catch what did you say? Mhm. so they, the, So so the issue, just to make sure I understand correctly. The issue could be because I have slow internet. I'm getting about 60 MPPS. Do you think that's the issue? Okay. so once I call my provider and and they fix the speed issue, uh, that should help a lot.
42:00
Speaker 2
Yeah. Slow internet because one of your device is set into high Priot therefore, the speed that it's remaining now is already the equal speed.
42:00
Speaker 1
trouble with connecting to the Linksys. Right. Did you did you catch my question? I was okay, my understanding is that I'm unable to connect to my Linksys because I'm getting about 60 MBPS. So, I just need to call my.
43:00
Speaker 2
Not really. What was your question?
43:00
Speaker 1
provide that to fix the speed issue and then maybe I can try connect, uh, to the Linksys system. I was asking you whether that's what I should do next, just talk to my Internet provider about the speed. [silence] Okay. Let me, I will, I will call my my provider and uh we can try to have that. As soon as it's fixed, then I'll try connector links, but thank you so much for guiding me. Okay. Bye-bye. Thank you.
44:00
Speaker 2
Thank you so much for calling. You take care of then, bye for now Charles. Bye-bye.
45:00