V2 Rubric Detail — e5dc130a-7571-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 17:25
Duration
19m 22s
Contact
Carol Lisby
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135518
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device can't connect

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership5.00/5
Escalation2.50/5
Customer Exp5.00/5
Overall58.1% (+2.1)

V2 Grader Summary

Customer’s core issue — missing validation email after password change — was not resolved; agent advised waiting without verifying email delivery or using internal tools to resend. While ownership, communication, and experience were adequate, lack of appropriate tool use and incomplete troubleshooting resulted in unresolved outcome.

V1 Case Analysis

Customer changed Wi-Fi password in Linksys app but did not receive validation email; router remained on old password. Agent advised power-cycle and waiting for email; no email verification or resend performed. Customer reverted to old password.

Troubleshooting Steps
  • Collected model (MX2000) and serial number (50D1D2A06632).
  • Verified customer email address (lynn.lisby.1223@gmail.com).
  • Advised power-cycle of modem and router.
  • Confirmed phone reconnected using old Wi-Fi password.
  • Guided TV reconnection attempt using old password.
Key Observations
  • Agent correctly identified that the router had not applied the new password due to missing validation, aligning with cloud account behavior described in linksys_cloud_account.md.
  • Agent did not reference or apply the standard KB steps for missing validation emails (check spam, resend via 'Forgot Password', verify email in account settings).
  • Agent provided vague guidance to 'wait 24 hours' without offering proactive steps to resolve the email delivery issue.
  • Serial number was captured accurately despite initial verbal repetition errors by the agent.
Positive Highlights
  • Agent correctly identified the product as MX2000 Velop and captured the serial number accurately.
  • Guided the customer through a proper power-cycle of both modem and router, following standard procedure.
  • Confirmed that the phone reconnected using the old Wi-Fi password, validating local network functionality and aligning with expected behavior for pending validation.
  • Correctly deduced that the router had not applied the new password due to missing validation, demonstrating understanding of cloud account behavior.
Agent Errors / Gaps
  • Failed to provide the standard KB steps for a missing validation email as outlined in linksys_cloud_account.md: checking spam/junk folder or using the 'Forgot your password?' flow to resend the link.
  • Did not verify whether the cloud account password reset was successful or if the Wi-Fi password change was pending validation, per linksys_cloud_account.md guidance.
  • Provided passive guidance ('wait 24 hours') without offering actionable steps to resolve the email delivery issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never received validation email; agent advised waiting 24 hours without confirming email delivery or using tools to resend, leaving core issue unresolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power cycle and verified device connectivity, advancing troubleshooting, but skipped key steps like checking spam folder or confirming email address accuracy.
R3 Partially Met Correct resolution path conf 85%
Agent chose to wait for email rather than using internal tools to resend validation email or verify account status, which is incomplete for a confirmed account validation failure.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptoms (no validation email, TV cannot connect) and gathered serial number, but omitted critical diagnostic questions like checking spam/junk folder or confirming exact email spelling.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use internal tools to check account status or resend validation email, which is required per KB for unresolved validation email issues.
T3 Met No misinformation conf 95%
All technical guidance (power cycle, use old password until validation, wait for email) aligns with KB; no incorrect information provided.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control and framed next steps, but frequent long silences and unclear phrasing (e.g., 'Right, boss to work') reduced call efficiency and clarity.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language and apologized, but did not consistently confirm understanding or adapt tone to evident customer frustration and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent created a case, stayed on the call, and did not transfer the customer, demonstrating ownership from contact to close.
O2 Met Proactive follow-through conf 90%
Agent gave clear next step: wait 24 hours for email and call back if not received, with realistic timeline and ownership.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 80%
Decision not to escalate was borderline — agent did not complete reasonable L1 work (verifying email/resending) before deferring, though issue was not yet escalation-warranted after minimal effort.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required at this stage.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent opened with empathy ('I'm sorry to hear about that, ma'am') and maintained courteous, patient tone throughout despite customer confusion.
X2 Met Tone & rapport conf 85%
Agent maintained calm, patient tone and allowed customer time to respond, adapting pace to customer’s processing speed.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, performed single power cycle, and provided clear path forward without adding avoidable steps.
Call Transcript38 turns · 39 lines
Speaker 1
Yes. I reset my password and was told or the site said to go to my email to validate my account. Well, I never got an email to validate my account. Now I can't log into any of my devices. Yes, it is. Um, let me, you have a lot to read it. Um, 5 0 D 1 D M 2 A D 0 6 6 3 2.
00:00
Speaker 2
Absolutely. I'm sorry to hear about that, ma'am. Can you provide me this serial number of your Linksys device? All right, let me verify again. The serial number is five zero D for David one zero M for Mike two A four N D for David zero seven E for Edward nine D for David six D for David two T for Tom Z for Zed.
01:00
Speaker 1
Uh, yes. Carol Livesby. L-I-S-B-Y. Y. Spoke? Yes. L Y N N L I S B Y dot one two two three at gmail dot com. Spoke. L Y. Yes.
02:00
Speaker 2
Yes, 6-6-3-2. All right. Let me create first a record for you, ma'am. may I have your name? Karen tennis. All right, thank you, Karen. Uh, what about your email address? So your email address is flygon@.
02:00
Speaker 1
L-YN as in Nancy, N-A-N as in Nancy, L-I-L-S-1-2-2-3@gmail.com. Spyfire. Spyfire. Yes, it's downloaded downloaded. [silence]
03:00
Speaker 2
L-Y-S-T-Y Or your last name? I get it. Uh. I'm sorry. So, your email address is Lynn L-Y-N-N and then your last name, least B.e. 1223@americal.net. Okay. All right. Thank you for the clarification. Uh. Your internet service provider, Carl is Alex. Pardon. Peter. Peter.
03:00
Speaker 1
Spire, S-P-I-R-E. Fiver. No, it's C as in Charlie. S, S as in Sam, T as in Tom, I as in Indigo, R as in Richard, E as in Edward. Yeah.
04:00
Speaker 2
T F E. All right. Thank you. seespar is your internet provider. So your link system all product is model MX 2000 and you have two of these nodes or links this product uh-huh. So they're working fine. It's just the uh uh you want to change your your wi-fi
04:00
Speaker 1
No, I've already changed my, I changed my password and on the link this page, it tells me that I need to go to my email and validate my account. Well, I didn't get an email to validate my account. They didn't send me an email. So without doing that, I, you know, I can't do anything else because I'm looking at. I did not I did not receive an email to validate my account after I changed my password. [silence]
05:00
Speaker 2
Right, boss to work. Did I get that? so you didn't receive the email uh did you check on the lincus? it's on the lincus app right?
05:00
Speaker 1
I've already changed my password on the Linksys app, I changed it. It took that, check my email. I checked my email, because at the bottom of the Linksys app, it says, check your email to validate your account. Okay. I checked my email, they did not send me an email, so I cannot validate my account. Well it was almost two hours ago when I a password. [silence]
06:00
Speaker 2
all right, and, and did you check, okay, go on. [silence] all right, so maybe uh the email uh wasn't uh yet sent, uh maybe it can. [silence] all right, uh then, uh can you check on your app, if the Wi-Fi password, uh you've made changes on it, if it's still the same Wi-Fi password or it's have, have, have changed.
06:00
Speaker 1
It's changed. When I look at my account, it, uh, and then look at my, um, password. It is what the new password is, but I changed it to. Well. Okay.
07:00
Speaker 2
[silence]
07:00
Speaker 1
All right. So in other words, I can't, I can't, well, I'm trying to log in to my TV to get my, because I have YouTube TV, so I have to have internet connection for my TV. Well, I can't log in, because when I put my password in, it tells me I'm using an invalid password. I have tried both. I tried the new one, and, and I tried the old one.
08:00
Speaker 2
What's the password you're typing in? Is it the new one or the older? You have tripped over? Let's see. Can you try to do a power cycle first on your router and modem? How maybe the information the changes you've made haven't been load up on the router.
08:00
Speaker 1
Okay. Okay. Okay. Can I just turn them off or do I have to unplug them? [silence] Okay. Um, Okay.
09:00
Speaker 2
So, just do a power cycle. Just turning them off and then turning them back on. Or you can unplug their power adapter from the power outlet. Wait for 30 seconds and then plug them back in. You can either turn the power switch or unplug. It's your call, which method you want to choose. Make sure to turn off also not just your router but your modem from CISP.
09:00
Speaker 1
All right, then I'll have to jump it off here. [silence] Okay, I have turned everything off and turned it back on. I did.
10:00
Speaker 2
Okay, so first, I'll turn on your modem. And then wait for its lights
10:00
Speaker 1
Well, my phone was connected. But now, since I turned everything off and turned it back on, it's not because my router's not. My router is not. Because the the light the yeah my.
11:00
Speaker 2
light to stabilize, the internet light indicator, should be steady, and then you can turn on your router, your Linksys router, and just wait for it slide off so to stabilize before your other devices, Carol. Can they connect, are they already connected to your Wi-Fi, only your TV could not connect. All right. Well, that's fine. So, all right. That's normal for your phone. hey
11:00
Speaker 1
router's not connecting now. All right, it's turned solid blue now, and my phone, my phone, my phone has reconnected to the router.
12:00
Speaker 2
just wait uh as uh since you just turned off your modem and your router so you just have to wait um give it a moment uh because your modem is still uh booting up and your router will also start to uh boot up if it's light your link's router's light is still blinking then it means it's still uh starting up so we'll just have to wait patiently for its light to turn solid uh solid blue okay that's good so okay so
12:00
Speaker 1
I did that. I turned it off. When I turned off. When I turned off my, rap. And I turned it back on. Um,
13:00
Speaker 2
So we have confirmed Carl that it's only your TV that could not connect to your Wi-Fi, right? Because your phone is connected to your Wi-Fi. So, so let's try to uh turn off also your TV and then turn it back on. Mhm. Now. You turn it on. Okay, that's good. Mhm. Mhm. Yes. Uh so that we have a fresh, uh we start on your TV. So once your TV is on, try to connect again to your Wi-Fi.
13:00
Speaker 1
All right, let me check my, um, okay. My phone still shows the old password.
14:00
Speaker 2
verify that it's the Wi-Fi name of your router and it's the correct Wi-Fi password. Uh, it would be better also to check on your phone since your phone is already connected to your Wi-Fi network. Uh, to check what's the Wi-Fi name and the password so that you will get the correct Wi-Fi name and password. But it's connected. Uh, showing the all password. It's connected. Your phone is connected.
14:00
Speaker 1
It is connected, but it says privacy warning. So I'm not sure what that means. yes. But, because, uh, but yes, it does, it does show my old password. Let me try again please. I don't know if this is the right password. I did change it before, but I'm not sure what this has to do with your privacy. I don't know that you're automatically connected in at all. Or maybe possibly to Facebook? Can I set up a new account? too I don't know. I want to keep the old account really, just why you would automatically connect to that doesn't make sense. it's not my primary account. but I thought that would just need to be disassociated with the new account. not associated at all. but um. so number one because it does mention that it shows the old email. and I thought that's what I wanted to change or to just disassociate it, not even have it show up.
15:00
Speaker 2
That's fine. I think that's only on the security mode settings of your phone. [silence] Okay, so try to connect your TV first using your old password Wi-Fi password, see if it could connect to that. [silence]
15:00
Speaker 1
All right, let's see if this is going to work. No, it tells me I've entered an invalid password. What? No, now it says it's what, no, it says it's connected now, so all right, it's connected now.
16:00
Speaker 2
no it doesn't nothing all right all right, that's good
16:00
Speaker 1
So what password, I guess I'm, I guess I just continue to use the old password? [silence]
17:00
Speaker 2
Yes, I think you will have to use the old password since your phone is still connected to your Wi-Fi using the old password and your TV is now connected using the old password, I think, uh, the changes you made on your Wi-Fi password on your app is still not uh applied to your router settings, as it mentioned that you need to validate first uh your account. Once you receive the email, I think that will be the time that the changes you made on your Wi-Fi password could be applied to your router settings and to all your devices. Uh, with regards to the uh, email that hasn't been received yet, uh, I think you will have to [silence]
17:00
Speaker 1
Okay. All right. Well, at least I've got things reconnected. So, I will just wait for that. And if it doesn't come, then I will continue to use the old password, I guess. All right. Well, thank you very much for your help.
18:00
Speaker 2
[silence] observe it for 24 hours. If you still [silence] doesn't receive the email, then you can call us back again and we'll do some [silence] troubleshooting steps. [silence] As of this moment, we can [silence] [silence] wait patiently first because it might be a delay in the delivery of the email or it could be that the Linksys account is experiencing a downtime or a server issue. [silence] Yes, that's good to know. [silence] Alright. [silence] Okay, so [silence] Yes, thank you also for calling Linksys. [silence]
18:00
Speaker 1
Yes. Yes, I think so. all right bye
19:00
Speaker 2
I hope I was able to assist you with your connecting your TV to your Wi-Fi again. All good now? All right. Thank you, Carl. Take care, have a great day and goodbye.
19:00