V2 Rubric Detail — df5ec328-80ad-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 00:32
Duration
30m 13s
Contact
304-240-5636
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00068993
Support Country
United States
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
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall33.0% (-21.1)

V2 Grader Summary

The agent demonstrated technical accuracy by correctly identifying the recovery key as the solution for the MBE7000 lockout (per KB), but failed to guide the customer through completion, repeated ineffective instructions, and transferred the call without justification or handoff. Resolution, ownership, and communication were severely lacking, resulting in an unresolved case with poor customer experience elements.

V1 Case Analysis

Customer locked out of MBE7000 router; recovery key reset attempts failed due to unclear agent guidance; no resolution achieved; advised to contact Wi-Fi desk again.

Troubleshooting Steps
  • Collected product model (MBE7000) and serial number (304245636)
  • Attempted to guide customer through recovery key password reset via Linksys app
  • Differentiated between router password and Linksys account login
  • Placed customer on hold to consult resources
Key Observations
  • Agent correctly identified MBE7000 model and recovery key method per KB but failed to provide clear step-by-step guidance through 'Forgot password' flow
  • Customer expressed frustration at repeated ineffective instructions and lack of screen verification from agent
  • Agent placed customer on hold for ~5 minutes but returned without new information or solution
  • Call ended with vague next step ('contact Wi-Fi desk again') instead of defined escalation or self-help resource
  • Agent did not confirm recovery key location on router label before instructing customer to enter it
Positive Highlights
  • Collected product model (MBE7000) and serial number (304245636) early in the call
  • Correctly identified recovery key method as required reset procedure per KB guidance
  • Attempted to differentiate between router password and Linksys cloud account login
  • Placed customer on hold to consult resources, showing effort to find correct solution
Agent Errors / Gaps
  • Provided unclear guidance distinguishing router password entry from recovery key input, leading to repeated customer confusion
  • Failed to verify customer's current screen state before issuing instructions, resulting in ineffective troubleshooting
  • Ended call with vague next step rather than concrete escalation path or self-help resource
  • Lack of empathy and failure to acknowledge customer frustration reduced communication effectiveness
  • Excessive hold time without delivering new information or resolution

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer remains locked out of router; agent transfers to Wi-Fi desk without resolving access or confirming recovery steps.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent identifies lockout symptom and correctly references recovery key process, but fails to guide customer through full reset steps or verify LED state.
R3 Partially Met Correct resolution path conf 93%
Agent identifies correct resolution path (recovery key reset) but does not execute it fully before transferring.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent recognizes password lockout as the core issue and knows recovery key is required, but asks no diagnostic questions about router state or prior actions beyond password attempts.
T2 Met Appropriate tools / resources used conf 94%
Agent correctly identifies use of the five-digit recovery key as the necessary tool for password recovery on MBE7000, per KB guidance.
T3 Met No misinformation conf 96%
Agent accurately states that 10 failed attempts cause lockout and that recovery key is needed — both factually correct per linksys_now_login_admin.md.
Communication
C1 Not Met Clear & professional language conf 95%
No call framing, multiple long silences, agent loses control as customer expresses frustration, ends with unexplained transfer.
C2 Partially Met Confirmed understanding conf 87%
Agent uses simple terms but fails to confirm understanding or adapt when customer reports repeated failure of same steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent transfers call after minimal troubleshooting; does not own resolution despite having correct technical knowledge.
O2 Not Met Proactive follow-through conf 95%
No clear next steps given; transfer occurs without timeline or explanation of what Wi-Fi desk will do.
O3 Not Met Closure confirmation conf 94%
Agent does not reference prior call mentioned by customer or summarize issue for handoff; no continuity maintained.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Transfer made without valid escalation trigger; password recovery is within L1 scope and documented in KB.
E2 Not Met Escalation prep & handoff conf 92%
Customer not informed of reason for transfer, destination team’s role, or expected outcome; no details passed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent apologizes for hold but does not acknowledge customer frustration over repeated steps or prior unresolved contact.
X2 Partially Met Tone & rapport conf 86%
Agent continues same line of questioning despite customer indicating it’s not working; pace doesn’t adjust to rising frustration.
X3 Not Met Overall experience conf 95%
Customer repeats password attempts and describes same error multiple times; agent introduces no efficiency or alternative path.
Call Transcript35 turns · 39 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
I'm calling. I keep... I don't know what's going on. I keep having issues with my router. It says I'm connected, but I'm not getting any signal. And then I look at the one screen and it says I'm locked out. So, I tried to reset it and it's not resetting. Yes. Yes. Um... Yes. Yes.
03:00
Speaker 2
okay thank you for calling lexus is this carl how may i help you okay so you're having a problem with the internet connection on your let's just having problem with the internet connection you're not getting internet sir how are you
03:00
Speaker 1
No, I've done it before. I'm at the, I'm on the app right now. And when I click in it says, do you already have the product? which I do. So you click login. And then it asks for the email or router password. I don't even remember the model number. I just, I just called in a few minutes ago. And she didn't ask me any of that. About about an hour ago. [silence]
04:00
Speaker 2
Linksys. Before we continue, sir. May I ask first, what's the model number of your Linksys device? You just called earlier. Can you still remember?
04:00
Speaker 1
[silence] no, I don't. [silence] there. [silence] yes. [silence] 304 245636. [silence] what do you need from the bottom of the router? Yes, Yes it is. Silent. Correct. Silent. Yeah, she had me reset the router because it told me I was locked out. And now it's saying the same thing again, but I don't understand how when I was just in it. All right, unite password is [silence]
05:00
Speaker 2
Fill up a record here. Um is it under mr. Sean S. Stewart? Email address is um Lauren right hran T H U G at yahoo.com and your internet server on your linux device in M B E 7000 and your internet provider is Comcast Xfinity correct and earlier you were able to Mhm Did you um use the same password sir the one that you have just created Because you're only be [silence] you, uh, router password. You'll only be locked out when you input an incorrect password. Yes. You may set up this thing's 24/7 password. Okay. Now, not a problem. Yes. Um I called you.
06:00
Speaker 1
It's trying to log in now, but I don't think it is. I don't understand it. I mean, I wrote the password down sitting right here in front of me.
08:00
Speaker 2
Okay. Okay, were you able to log in? But if you're right now, what is the color of the light on your Linksys? MBE 7000 [silence]
08:00
Speaker 1
It's white. Huh? Yes. Yeah. I already have a Lexus product. Yes, I do. Log in. [silence] it says you were locked out [silence] from [silence] [silence] access Learn more, reset your password to log back in.
09:00
Speaker 2
Oh, that would be for exo. I for Anthea. I'm sorry. Did you run the setup again, sir? All right. That's a problem. Can we do the reset again, sir?
10:00
Speaker 1
So, hit reset password. Okay, it says email address. But my I've tried both. Um, I was, I was just gonna change the router password. It'll, it'll ask for what? okay. So so right now, it's asking me for,
11:00
Speaker 2
yes. um did you log in using the um the router password or the uh Lynxys account? sir. because if it is a router password if you want to reset the router password you will have like it will only ask for the recovery key. recovery key that you can find it on the bottom of the uh Lynxis device if you reset the router password.
11:00
Speaker 1
email address. So do I stick the email address in yes or no? Okay, I want to use the router password. So I tap on router password, yes or no? And then what? It says router password or reset password. Tap which one?
12:00
Speaker 2
Um, right now, sir, in when you try to log in, in which option, is it using the router password or your link this account? Yes, you tap on router password. When you tap on router password, what options, then, do you have? Okay, type your, type your router password, the one that you have created with the previous technician earlier, the one that you use. Um, router password.
12:00
Speaker 1
Okay. Tap the router password and do what? And I did, and it told, I just told you it said I was locked out. What's the light on the top of the router, Corey? What color is it? It's a white light on top of the router. Okay. I mean, you're you're not giving me any help. You're telling me to do the same thing that I just did multiple times. What crazy? I'm on the app right now, man. All right. I just went back into the app. [silence]
13:00
Speaker 2
you have toRouter password that means it's already been set up to have internet How about this one? Can we close the app? Can we close it? [ silence ]
13:00
Speaker 1
I did ask you anything court I'm on to ask yes I'd oh And it says show hint or reset Password says show hint or reset Password
14:00
Speaker 2
Okay, when you open the app, mm-hmm. When you open, uh-huh. When you open when you open, Okay, do you have the option for router password? Okay, tip on router password, There's no option to type the password.
14:00
Speaker 1
All right, show hint have not specified password hint. Yes, I do. I've told you that multiple times. Let me get it right. I just typed the password in there, and it's not working. I told you. You'd asked me to do that multiple times.
15:00
Speaker 2
you click, but there is, uh, like, a square box where you can type the password, right? There's a box that you can type the password? Or can you tap on show hint? Did you, uh, created a hint before? But right above reset password, sure, or do you have there a box, a small field that you can type the password? Mhm. Can you type your password, your router password?
15:00
Speaker 1
The password is not working. Okay, I clicked on reset password. You must enter something to continue. [silence] Ma'am, what are you asking me to do because you keep telling me to do the exact same thing. When you told me to click on router password, it's telling me to enter my router password in. You want me to put the number that's under the router in? [silence] It's a five-digit code underneath, without the dash. Okay, yes. It's on the bottom, between the barcode and between the name, Verizon.
16:00
Speaker 2
OK. Can we click on, on reset password? They have that. It asks you for a recovery key, right? OK. Since right now, today, uh... Yes. Yes, the recovery key so that we can reset the password.
16:00
Speaker 1
seven three seven incorrect password it's not asking me for the recovery key it's asking me for the password
17:00
Speaker 2
It's an incorrect recovery key.
17:00
Speaker 1
Um, ma'am, you keep what are you asking me to do? OK, so what do I need to do to do that? It says, 'you previously entered an incorrect password. Remaining attempts: 4'. [silence]
18:00
Speaker 2
On reset passwords, Sir, since right now you are locked out, Sir. We'll try to do a reset on the router password so that we can create a new password. We need to tap the option for Reset Password. And then once it will tap Reset Password, there's an option there to input a key like a five-digit numbers.
18:00
Speaker 1
I'm going to do it my way because I don't know what you're trying to do and you keep telling me to do something that that's not working. Just give me a second. I'm going to try something, because what you're telling me is not working. I don't know if they got you're reading from a prompter or what. Okay. Now, I'm going to stick a new password in. [silence]
19:00
Speaker 2
Okay, right now sir, what's on the screen on your phone? [silence]
19:00
Speaker 1
it telling me to enter new router password
21:00
Speaker 2
Yes, you have to create a new password for the router password.
21:00
Speaker 1
I just put it in. I know what it is. I need to give it to you. It's restarting it says
22:00
Speaker 2
serve all waiting for this. Can I just place you on hold for three to five minutes? Let me just check my resources here. I'll be back in a--Thank you. [silence]
24:00
Speaker 1
um,
29:00
Speaker 2
Hello sir. Thank you so much for patiently waiting. I'm so sorry for that hold. Were you able to log in using the router password. [silence] and if you want to access the the APCR, and you want to check the settings on your router, use the router password. You will only be locked out sir once you input an incorrect [silence] password [silence] 10 times [silence] So you won't be able to log in. [silence] Alright sir, now that we're [silence] actually transferred to Wi-Fi desk, you can contact us again at 1-800-829-1971.
29:00