V2 Rubric Detail — e3ac3306-7613-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 12:45
Duration
16m 56s
Contact
Jesse Daggett
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00029317
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to log into the Linksys app

V1 Rubric Scores

Resolution5.00/5
Accuracy4.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall87.5% (+7.5)

V2 Grader Summary

The agent successfully resolved the customer's login issue by guiding them through an app reinstall and a non-destructive password reset using the five-digit recovery key. However, the agent provided a materially incorrect technical rule regarding password characters ('can't have the same character twice in a row') which is not supported by any authoritative KB, resulting in a Not Met for T3.

V1 Case Analysis

Customer unable to log into Velop router admin due to login loop; used recovery key 91839 to reset router password via Linksys Smart Wi-Fi app; access restored and confirmed.

Troubleshooting Steps
  • Verified node LEDs were solid white (online).
  • Guided password reset using five-digit recovery key (91839) via Linksys Smart Wi-Fi app.
Key Observations
  • Agent did not collect model or serial number, though not critical for password reset.
  • Agent unnecessarily directed the customer to uninstall/reinstall the Linksys app, which was not required for the recovery key process.
  • Agent provided an incorrect password rule (cannot have the same character twice in a row), which is not documented in the KB.
  • Agent correctly guided the customer through the recovery key process, which is the documented resolution for password recovery on Velop systems.
Positive Highlights
  • Correctly diagnosed the login loop issue and initiated the proper recovery process using the five-digit recovery key.
  • Successfully guided the customer through the password reset, resulting in confirmed access restoration.
  • Maintained a professional and patient tone throughout the call.
  • Confirmed the final outcome and provided clear guidance for future logins.
Agent Errors / Gaps
  • Failed to obtain product model/serial number.
  • Provided a non-standard password restriction not supported by the KB.
  • Overemphasized app reinstallation when the recovery key process could have been initiated directly via the app without reinstallation.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'I believe you've got me set up... Getting router settings. All right. So, I see all kinds of stuff.'
R2 Met Diagnostic thoroughness conf 95%
Agent conducted meaningful troubleshooting: confirmed device OS (iPhone), verified Wi-Fi connection (2.4 GHz SSID), instructed app reinstall, and guided recovery-key password reset.
R3 Met Correct resolution path conf 97%
Agent selected correct path—non-destructive password recovery via five-digit recovery key—avoiding factory reset or escalation, appropriate for forgotten password scenario.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified symptom (login loop), asked diagnostic questions (phone OS, network name, connection status), and inferred root cause (forgotten admin password).
T2 Met Appropriate tools / resources used conf 94%
No advanced tools required; agent correctly used built-in recovery process (recovery key) available in the UI and documented in KB.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect information: 'your password can't have the same character twice in a row' — no such restriction exists in LinksysNOW or Velop firmware per KBs (linksys_now_login_admin.md, universal_password_login.md).
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained general direction but had multiple unexplained silences; no clear opening frame or closing summary of resolution.
C2 Met Confirmed understanding conf 93%
Agent adapted language to customer’s level, confirmed iPhone use, used SSID spelling, and repeated steps clearly.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned the case end-to-end, performed all steps in-call, and did not transfer or disengage prematurely.
O2 Met Proactive follow-through conf 95%
Agent gave clear next steps: uninstall/reinstall app, use recovery key (91839), create new password — all completed by customer.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent expressed empathy: 'I really do apologize sir', thanked customer multiple times, remained courteous throughout.
X2 Met Tone & rapport conf 95%
Agent adjusted to customer’s pace, checked understanding, and tailored instructions to iPhone and app context.
X3 Met Overall experience conf 94%
Agent avoided unnecessary repetition, used information as provided (SSID, recovery key), and handled fix in one flow.
Call Transcript34 turns · 34 lines
Speaker 1
welcome to Lincoln for sure quality with your college degree but still quality [silence] hi Josh Jesse docket Mariana Arkansas got a got a linksys system
00:00
Speaker 2
welcome to Link Systems. 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. links-yss.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on the issue. Hi, thank you for calling. My name is Josh, how may I help you today?
00:00
Speaker 1
I can't get into my router. [silence] Uh, I tried to put it. [silence] I'm sorry. Sure. It's a Velop system and it it it I put in the router password just mine and it just keeps running in a circle. You try to reset the password then it comes up with some kind of error code Uh, 3. 5 9 alpha 0 1 mic 2 alpha delta 0 5 7 0 5. [silence]
01:00
Speaker 2
[KEEP_UNCERTAIN] Um yes sir, I may proceed. I see. Got that one sir. And just to confirm how many links do you have? got that one. And may I have the serial number of the main or parent? node. Thank you so much for that one sir. And just to confirm the lights on.
01:00
Speaker 1
Ah, hold on, I got to get up there and look at it. [silence]
02:00
Speaker 2
On the parent node, including the child nodes are showing solid white. That correct.
02:00
Speaker 1
Yes. Yes, it is solid white. Uh, what happens if I put in my, my password into my sign in, uh, logo, your router password, if I put that in there, I put that in and I put sign in, it, it goes that and it comes right back to the same screen with nothing else. Just runs a loop. Yes. Uh,
03:00
Speaker 2
That's great to know. That means that they are online or working. And I really do apologize sir, but I know again your concern, like you were trying to log in into the links of app. Is that correct? Yes. Hello, sir? I see. Got that one. Thank you so much for that information. And may I know the operating system of the phone? Like. Is it an Android or iOS? [silence]
03:00
Speaker 1
It's an iPhone. How about that? I don't really know. How 'bout I figured that out? It's listed.
04:00
Speaker 2
You can also tell me the brand instead, sir. All right. That's great to know and thank you so much. for that information. So, just to confirm, is your phone currently connected to the mesh network or to your home network? I see. The thing is, it seems your Linksys devices are working properly. So, how about on your other devices, like can you check if they can connect or are they connected to your home network, sir? And do you know the name of your home network so that we can isolate this one? [silence]
04:00
Speaker 1
Linda L I N D A. D ag G is the home network, my phone is also connected to Linda, L I N D A Linda is the two point five gigahertz network and it is connected to that.
05:00
Speaker 2
D' okay thank you so much for that one and can you check if your phone is connected to that network like on your phone uh and go to its Wi-Fi or Wi-Fi settings and then just verify if the phone is really connected to the network alright get that one so let's try again to log in into the LinksApp okay however before we do that can you uninstall or delay the M push updates I couldn't as with reopen Settings menu press the Linksys app and then refresh the app will reopen I also can't see a delay app updates under the M push category so I've uninstalled it.
05:00
Speaker 1
on my telephone the app itself
06:00
Speaker 2
delete the linksys app on your phone and then re reinstall it, yes sir on your, I phone, yes sir, the linksys app, kindly delete or un install the linksys app and then just reinstall it on the Apple store.
06:00
Speaker 1
If I find I just punch and hold that button, that'll make it delete. Oh, I see. Remove app. Okay. Uh delete that. All right. [silence]
07:00
Speaker 2
Yes, sir. So, I believe. Yeah, that's correct. All right. Thank you so much for that one. And, yeah. On your phone, just go to the Apple Store, like the Apple Store app. And then search for Dell links app and then reinstall it.
07:00
Speaker 1
links is Linksys Smart Wi-Fi Wi-Fi links develop, which one? Okay, links is Linksys Smart Wi-Fi management. Well, I'm trying to see where it says go to install it.
08:00
Speaker 2
Yes, sir, that's correct. The Linksys Wi Fi or Linksys smart Wi Fi app and the logo or the legit logo is the one that has a letter L and the background is color black. Yeah. And again, just let me know once you have reinstalled the app. [silence]
08:00
Speaker 1
So, how do I tell it to install I'm looking at it. I'll see size I see everything in the world router this not yet.
09:00
Speaker 2
Mm-hmm, yes please. Oh, once you tap or pressed Alexei Smart Wi-Fi App, there's an option there to install. Hello sir, just to confirm,
09:00
Speaker 1
Yeah, and I'm looking at the link... I'm looking at a... an icon that's got a black square with L.L. and a dot in the middle of it. Says it install? That's what I'm looking for. It's got wait a minute, there it is, there it is. It's got, it was a down arrow. And now it says, now it says open. Allow Linquist to find...
10:00
Speaker 2
Are you still on the Apple Store? Uh-huh. Yes, that's the correct or legit blink smart wifi app. So, on the screen, there should be an option that says install. Can you check it or double check it? Hm, yeah. Can you press or tap... w-mm. Hm. I'm sorry. Uh can you press install? All right. All right. No worries. All right. That's great, so yeah, can we open the app again and let me know what are the options you can see on the screen?
10:00
Speaker 1
[silence] devices on local network. [silence] Okay. [silence] and manage settings away from home. And your email address and [silence] password. [silence] Router password. [silence] Uh access lot too many failure attempts to log in. [silence] I can. [silence] Okay. The recovery key is 918 39. [silence] 9 1 8 3 9 [silence]
11:00
Speaker 2
Yes, please. Kindly press allow. Yeah, on that login screen. Kindly select the router password. That's correct. That's correct. That's fine. So, on that screen, there's an sorry, there's an option that says reset password. Can you see it? That's great. So, kindly tap or sorry, press that link and then enter the five digits recovery key from the main or parent node. Aha, yeah. Kindly enter it. All right.
11:00
Speaker 1
then continue. All right. Log in when connected to your home Wi-Fi works, even if you have no internet service. All right. Enter your password and enter a new password. Okay. Can I use the old password that was there? Or do I need to use a new one? All right. Let's try it. [silence]
12:00
Speaker 2
Yes, please. [silence] Yes, so [silence] yeah, kindly create a new router password and again, sir, make sure the new password meets the requirement. And I'm going to set your expectation that we are not changing the Wi-Fi password, so rest assured that all your devices will not disconnect once you reset the router password. Uh, I'm I believe you can still use the previous password that you used before, as long as it meets the requirement. [silence] All right. [silence]
12:00
Speaker 1
Alright, my password I put in there is 75LLINYNN, L, capital A-N-E with an asterisk. So that should do it. Your password can't have the same character twice in a row.
13:00
Speaker 2
All right got that one and yes, sir. So yeah, on the screen just press submit. I see. Can you create another password? And yeah, I really do apologize for that one. Uh, the new password should be
13:00
Speaker 1
Okay, let's try it again. All right, so we did one two south Poplar. Yes, we're done.
14:00
Speaker 2
All right. Thank you so much for that. One, sir, and I appreciate your cooperation. And again, sir, make sure the new password has at least characters and length. Okay?
14:00
Speaker 1
This good on that. All right. So let's try this. Submit that one. All right. Getting router settings. All right. So, I see all kinds of stuff. Okay. I believe you've got me set up. I appreciate it very much. Thank you.
15:00
Speaker 2
All right. Mm hm. All right. That's great to know. All right. And I assume you have successfully logged on into the Linksys app. So that should do it, sir. Rest assured that you can already manage your system now on the Linksys app. And for future reference, when you try to or when you want to log in into the Linksys app, I would recommend using the router password. Okay? All right. So is there anything else that I can assist with you today? You are most welcome and it was totally a team effort. So we made a great team for now, sir. And again, rest assured. As long as [silence]
15:00
Speaker 1
[ silence ] Good. Thank you so much. I appreciate your help. Have a nice weekend. Thank you, sir. [ silence ] Yes, sir. Bye. Thanks, bye. [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] Oh, thank you. All right. I'll hang up. Thank you. Bye. [ silence ]
16:00
Speaker 2
don't worry sir rest assured that as long as the lights on the child nodes are sorry on the nodes are showing solid white rest assured that they are online or working properly all right thank you so much again for your time and cooperation you as well thank you again for calling linksys have a great day sir take care bye for now I'm sorry sir you may now end the call no no worries thank you again take care [silence]
16:00