V2 Rubric Detail — e3ead4ce-7cc3-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-11 01:00
Duration
57m 11s
Contact
Lisa Mendoza
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00136785
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to change the Wi-Fi password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.0/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall88.2% (+28.2)

V2 Grader Summary

The agent correctly identified the login issue, used the proper local‑router method and recovery key to reset the password, and guided the customer through changing the Wi‑Fi password. While the password change succeeded, the customer later reported a loss of internet connectivity that was not fully resolved, and the agent showed little empathy. Overall the call achieved a partial resolution.

V1 Case Analysis

Customer (MR9000) unable to log into cloud account; wanted to change Wi-Fi password. Guided to local router UI (myrouter.local), used recovery key to reset router admin password, changed Wi-Fi password, and advised to reconnect devices. Customer saw lingering device list in app; advised to refresh but issue not fully resolved.

Troubleshooting Steps
  • Confirmed model number (MR9000), serial number, email, and ISP (Spectrum).
  • Explained that remote/cloud access is currently limited but local access is available.
  • Instructed to access router locally via myrouter.local.
  • Guided through router admin password reset using the five-digit recovery key.
  • Logged into router UI and changed Wi-Fi password in Wi-Fi Settings.
  • Advised to reconnect devices and refresh device list in app.
Key Observations
  • Agent correctly used the recovery-key method to reset the router admin password (MR9000 supports this per KB).
  • Agent provided the proper local URL (myrouter.local) but misspoke it as 'myrouterlocal' without a dot at [36:00], which could cause confusion.
  • Agent inaccurately stated that remote/cloud access is disabled for all Linksys routers, which contradicts the KB (some models support remote access via linksyssmartwifi.com).
  • Customer remained confused about device visibility in the app; agent did not fully resolve this concern.
  • Limited empathy; no explicit acknowledgment of frustration despite customer expressing it.
Positive Highlights
  • Collected model number, serial number, email, and ISP early in the call.
  • Accurately walked the customer through the recovery-key password reset process.
  • Successfully guided the customer to change the Wi-Fi password and confirmed Wi-Fi functionality on the phone.
Agent Errors / Gaps
  • Incorrectly stated that remote/cloud access is disabled for all Linksys routers (contradicts KB; some models support remote access).
  • Misspoke the URL 'myrouter.local' as 'myrouterlocal' at [36:00], potentially causing access issues.
  • Did not fully resolve customer's concern about device visibility in the app; advised refresh but did not confirm resolution or offer further steps.
  • Missed a clear empathy statement after the customer expressed frustration at [34:00] and [51:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 92%
Customer changed Wi-Fi password and regained local access, but later reported 'no internet connection' and still needed the router to work for a video call.
R2 Met Diagnostic thoroughness conf 96%
Agent asked for model/serial, guided through password reset using the recovery key, and walked the customer through changing the Wi-Fi password — logical, sequential troubleshooting.
R3 Met Correct resolution path conf 95%
Agent correctly identified that remote cloud access is disabled and chose the local‑router‑IP method with a recovery‑key reset – the appropriate path for this situation.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified the symptom (‘can’t log in, need to change password’), asked for model and serial, and determined the root cause (cloud feature disabled, password mismatch).
T2 Met Appropriate tools / resources used conf 93%
Agent used the appropriate tools – router IP address, recovery‑key reset screen – and did not attempt unnecessary tools.
T3 Met No misinformation conf 96%
Agent gave correct technical details: default admin password is “admin”, use the five‑digit recovery key, change Wi‑Fi password via Wi‑Fi Settings.
Communication
C1 Met Clear & professional language conf 90%
Agent kept the conversation on track, provided step‑by‑step instructions, and did not lose control despite silences.
C2 Met Confirmed understanding conf 88%
Agent used plain language, asked the customer to use an iPad or computer, and confirmed each step, matching the customer’s technical level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent never transferred the call and took responsibility for guiding the customer through the password reset.
O2 Met Proactive follow-through conf 90%
Agent gave clear next steps: reset password with recovery key, reconnect devices, verify connectivity.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent acknowledged frustration indirectly by proceeding urgently but never explicitly expressed empathy or apologized for prior failed experiences.
X2 Partially Met Tone & rapport conf 88%
Agent maintained engagement and answered questions, but did not explicitly adjust tone or mirror the customer’s frustration.
X3 Partially Met Overall experience conf 87%
Agent guided the customer through several manual steps (using another device, entering recovery key) rather than reducing effort with a remote session.
Call Transcript39 turns · 43 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. While waiting, you may also visit Support. link sys.com for more information about your product.
00:00
Speaker 1
[silence] [silence] [silence] [silence] Hi, sorry. Oh my goodness. Excuse me. Um, I have been trying to log into my account and every time I do, it it says to either add an existing or a new router. And then when I try to add my existing one that I've been using for years, um, it says that there was a problem and to call customer support. And yeah, it's just really frustrating. Um, yes, right now I have Wi-Fi on my phone.
10:00
Speaker 2
Thank you for calling, this is EP how can I help you? [silence] Okay, are you connected to your network, ma'am, before you add an account? Or did you connect to the network? Okay, and you're using your username and password?
34:00
Speaker 1
It won't even let me log in. It doesn't even let me log in. So last time this happened, I had to call and they had to walk me through it and I thought we were good, but it appears to like kick me off every time now. It doesn't stop my Wi-Fi. My Wi-Fi still, my Wi-Fi still works. Yeah, but what I'm trying to do is I need to change my password. And so I was going to try to log in and do that and it took me back to square one. So that's all I need to do is change my password. But I mean, I would like to be able to log in and see who's, who's logged onto my Wi-Fi, but it seems like every time I go through this. So I don't know what the problem is. [silence]
35:00
Speaker 2
So, log into it. So, log into the. Okay. All right. Ma'am, can you have the model number? It's still working. Oh, okay. Yes. With, just to set your expectation, maam, with regards to the links to smart app. The links to Linksys Smart Wi-Fi page or the website is now off.
35:00
Speaker 1
Thank you, ma'am. Mhm. Yeah, Justin. It is ma'am. It is ma'am. [silence] Sorry, my phone is acting a little. Mhm.
36:00
Speaker 2
Okay, so the remote access feature of all Linksys routers is no longer available. Okay, you can still access the router settings. Um, using the router IP address or you can go to myrouterlocal, or, uh, you can still use the Linksys app by using the router, um, password, log in using the router password, but not through the Linksys Smart Wi-Fi account. Okay, if that has been, um, it's not that is no longer available. So, ma'am, can I have the model number and the serial number of your Linksys device. Just try to look underneath it.
36:00
Speaker 1
Okay, the serial, you need the serial number? Oh, wait, model number MR9000. Serial number is 32 A like Apple 10 M like Mary 27 A like apple 04613. Lisa Mendoza. Yeah. And do you mind if I record this call? That way, do you mind if I record this? That way I can go back to the call for anything new that you tell me. Okay. Email address. This call will be recorded. Email address is Lisa, it's my full name, Lisa Mendoza's maintenance. So L I S A M E N D O Z A F M A I T N at gmail.com. Spectrum.
37:00
Speaker 2
Samantha, Mendoza, okay. And your email address? Oh, yeah. Yeah, no worries. Mainan at gmail.com, okay. And who is your Internet provider? Spectrum, okay. All right, Miss Lisa. Now, since you wanted to change the Wi-Fi password, there's another way for you to change... to do that, um, not by using the app, okay?
38:00
Speaker 1
uh I don't know at the moment let me ask my mom if she has her iPad. I my son took mine. Could I do it with Safari on my phone? Okay so I'm going to um um I'm um hmm. Right. Okay.
39:00
Speaker 2
[silence] [silence] yeah, the phone might have some problem accessing it. So that's why we will be using an iPad or a computer if possible. Or how about this one, Ms Lisa? If you have the linkus app installed, can we close that from your phone?
39:00
Speaker 1
Okay, I will, I just closed it. Okay. Okay, so it says getting router settings. And then this is what it takes me to. This is where I get stuck. It says, you haven't, you haven't added a router or mesh Wi-Fi system to your account. Let's fix that. What do you wanna do? Add an existing router or set up a new one. And so when I try to add existing, um, that's where I get stuck.
40:00
Speaker 2
Okay and try to reopen. Okay. Okay, it seems that you're logged in to your account ma'am. So yeah, as I've mentioned earlier, there's really a problem with the with the cloud system right now, because that has been disabled.
40:00
Speaker 1
Yeah. Yeah. I just logged out right now. Okay. Okay. Okay. So now it says either email or router password. Okay. So is that something that's on the router or, cuz I think I changed that myself, right? Yes. [silence] I don't understand. [silence]
41:00
Speaker 2
Can you sign out from your account? Yeah, just go to your account and then log out, okay? Now close the app and then reopen it. Router password, it's asking for the router password right now, right? By default, the router password is admin, A-d-m-i-n, but if you happen to change that, uh you need to use that password that you changed.
41:00
Speaker 1
Okay, so, yeah, I did change it. But, um, it's not. It's not accepting. Yeah. Yeah. Recovery. Our phone. Yeah. Yeah. Okay. Now it's letting me reset it.
42:00
Speaker 2
[silence] Did it take the password? it's not accepting it. Do you have the option to reset the password there from that screen? Yeah. Just just select reset password. It will ask for the recovery key. Yes. So just type in the recovery key which is underneath the router.
42:00
Speaker 1
Okay, now the beginning router settings. I'm logged in. Um. okay. Where is Wi-Fi settings? sometimes. Oh yeah. Okay. Okay. I see it. okay. So I have my name and then I
43:00
Speaker 2
Okay. You may go to Wi-Fi settings and you can change the Wi-fi password from there. Uh do you see that three line on the top? Yep. Yes. So just go to Wi-Fi settings and that's where you change the password.
44:00
Speaker 1
it had my old password. I I deleted it and I'm putting the new one. okay. So now it says, restarting your Wi-Fi.
45:00
Speaker 2
So after you change the Wi-Fi password, you, please take note of your new Wi-Fi password, okay? Cause, yeah, you need to, you need that Wi-Fi password for if if ever you need to reconnect. So you just need to save it. There's an option save on top. Top right. There's an option save on top. Top right. [silence]
45:00
Speaker 1
Ooh, ooh, ooh. Yeah, it just, it still says the same thing. Restarting your Wi-Fi. This could take up to a minute.
47:00
Speaker 2
Okay. Alright, we might get disconnected, Ms Lisa. So you need to reconnect to your network because right now it has a new password. Um, can you reconnect your phone? Like, uh, if you go to Wi-Fi settings.
47:00
Speaker 1
Yeah, let me see. Okay. All right. I kind of tend connected. Hmm. Check if I can get into the app.
49:00
Speaker 2
You're connected. Now [silence] check if you're online [silence] first on your phone. No, check first if you yeah, check if you can open any websites first since we've changed the password so yeah, just make sure that it's working. And then we'll go from there.
49:00
Speaker 1
Yeah, it's pulling it up on my phone, but I just don't know if that's because I have um service on my phone, but I am connected. Okay. Yeah, I turned off my data and it's it's still working. So yeah, the Wi-Fi is working.
50:00
Speaker 2
You can turn off your data for the meantime. You can turn off the data for the meantime and check if your check if it's working. Okay, okay that's very good. So
50:00
Speaker 1
Okay. So now it says operation. Okay. So the name of my internet has no internet connection. This may be an ISP outage. Troubleshoot. replace the router or continue without internet? Okay. Yes. Yeah. Okay. Okay. So now it says getting router settings. Okay. Now I'm back in. Um, so now everything that was connected should be not connected anymore, right? Um, So now, can that be fixed right away? I have two 70s and this has to go to work with a video call. Wi-Fi is always such a pain in the ass. Yeah. So if it K, and this router. I have to be changing a couple of times and every time I am doing that, it doesn't work properly or at least not immediately. Okay.
51:00
Speaker 2
Would you like to check your other wireless devices? You may check the app, by the way. Try to reload the app if you're able to. You may close that. Close the app and try to reopen it. You're already connected to the network, right? Yeah, okay. Just close the app and reopen. Yes, that is connecting. That is correct.
51:00
Speaker 1
Okay. So it went from 18 devices down to four. I wonder what four. Should only be me. No. Uh-uh. [silence] Okay. Okay. Um, yeah, that's weird. There's four. The downstairs TV, um,
52:00
Speaker 2
So you need to reconnect using the new password. Do you have any wired devices? [silence] [silence] Plugged in, um, hardwired to the router. You may check the devices, ma'am. [silence] [silence] Try to check. You can go to devices and check the devices currently connected. [silence] That's how you verify if they are yours or not.
52:00
Speaker 1
Okay. That was fine. That one says Ethernet, so that one must be wired, but I didn't think we had that one wired. There's an iPad downstairs. it says downstairs. So, how can I get them off? Refresh. Right. Right. Yeah, the TV's... Right. The that's fine but it's okay. So, there's the downstairs TV, that one has Ethernet, so that one's connected with a cable. But then there is, there's a iPad iPhone and a iPhone. And there should only be one point. Yeah, it shows that it's
53:00
Speaker 2
You may try to refresh the devices. If it's hardwired, ma'am, you cannot, yeah, if it's connected with a cable, you can you cannot take it off if it will automatically connect to the internet. If it's connected with an internet cable. [silence] So it says online? Yes. It could be that the app is not refreshed yet. That, it could be just like what we call it, a draft or something. So. Yeah. mm-hmm, can you select each, I mean can you
53:00
Speaker 1
Yeah, I'll do that. Yeah. Okay. I turned my wi-fi off. Let's see.
55:00
Speaker 2
you tap on that device and uh do you have the option to remove it from the list or something? I'm not too. yeah. not sure if it does that uh option. Refreshing the list should automatically uh delete those.
55:00
Speaker 1
is there a way that I can kick everything off except for whatever is wired or do I have to do that individually? okay. And so so to do it individually. um Yeah. Okay, so now it says that I'm off. It says check connection, log into your cloud account or create a cloud. So do I need to put my Wi-Fi back on? [silence]
56:00
Speaker 2
Oh, you need to do it individual email. There's no option that we can like, can you tap on the device and is there an option for you to like remove it from the list or? Yes. [silence]
56:00
Speaker 1
Because it won't - it won't let me uh get into it.
57:00
Speaker 2
you won't be able to access yes, you won't be able to access it if you're not connected to Wi-Fi.
57:00