V2 Rubric Detail — e770cfcc-6e22-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 10:12
Duration
18m 17s
Contact
Anjana Pandya
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134206
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to access the web UI
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication1.25/5
Ownership5.00/5
EscalationN/A
Customer Exp2.86/5
Overall72.3% (-3.7)

V2 Grader Summary

The agent successfully resolved the customer's inability to access myrouter.info by guiding them to bypass the security warning and set a valid admin password, resulting in confirmed login. Technical accuracy and resolution were strong, but the call was significantly marred by an unexplained language switch to Portuguese, which disrupted communication and customer experience despite otherwise competent handling.

V1 Case Analysis

Customer unable to access router admin page at myrouter.info due to SSL warning and password rejection. Agent guided to use http://myrouter.info, bypass SSL via Advanced → Proceed, and set a new 10+ character admin password with required complexity. Confirmed mesh nodes online and QR code download. Advised web UI accessible via phone browser. Customer confirmed successful login.

Troubleshooting Steps
  • Instructed to use http://myrouter.info (HTTP, not HTTPS).
  • Guided through browser SSL warning (click Advanced → Proceed).
  • Collected model number (SPNM60CF) and serial number (72E10M2AF20160).
  • Explained admin password requirements (10+ characters, complexity) and helped set a new password.
  • Verified node status (solid white LEDs) and QR-code download.
  • Advised that the Linksys app is not compatible; use phone browser for web UI.
Key Observations
  • Agent provided the correct URL (http://myrouter.info) for SPNM60CF as per KB.
  • Agent accurately explained password complexity requirements (10+ characters, uppercase, lowercase, digit, special character) as per KB.
  • Agent correctly guided SSL bypass (Advanced → Proceed) for local router access.
  • Agent confirmed node status and QR code download, validating successful login.
  • Agent correctly stated that the Linksys app is not compatible with SPNM60CF (KB reference: linksys_now_login_admin.md).
  • Agent switched to Portuguese mid-call ([05:00]), causing confusion and breaking communication flow.
  • Agent did not explicitly confirm successful login before ending the call, though customer indicated resolution.
Positive Highlights
  • Correctly identified and used http://myrouter.info for SPNM60CF access (KB reference: linksys_now_login_admin.md).
  • Accurately explained admin password requirements (10+ characters, complexity) as per KB.
  • Successfully guided customer through SSL bypass (Advanced → Proceed).
  • Collected model and serial number during troubleshooting.
  • Confirmed mesh node status (solid white LEDs) and QR code download, validating resolution.
  • Correctly informed customer that Linksys app is not compatible with SPNM60CF (KB reference: linksys_now_login_admin.md).
Agent Errors / Gaps
  • Switched to Portuguese mid-call ([05:00]), which is not standard protocol and likely confused the customer.
  • Did not explicitly confirm successful login before concluding the call.
  • Failed to provide a clear recap or summary of next steps at call end.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms 'I've just logged in' after following agent's instructions, indicating full access to the router interface was achieved.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent confirmed device connection and guided bypass of security warning but did not suggest basic troubleshooting like clearing cache, trying incognito mode, or verifying IP — steps documented in KB for this issue.
R3 Met Correct resolution path conf 93%
Agent correctly avoided factory reset and instead guided non-destructive recovery via myrouter.info and password reset, aligning with KB-recommended path for SPNM60CF.
Technical Accuracy
T1 Partially Met Technically accurate info conf 84%
Agent identified core symptoms (can't reach page, privacy error) and verified network connection, but did not ask about browser type, cache, or other devices — missing key diagnostic steps from KB.
T2 Met Appropriate tools / resources used conf 96%
Issue was resolvable using KB guidance alone; no remote tools or logs were needed. Agent applied correct knowledge from documentation at appropriate time.
T3 Met No misinformation conf 98%
Instructions to use http://myrouter.info, click 'Advanced' then 'Proceed', and set a 10+ character password with complexity requirements are fully accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 81%
Agent responded to customer input but failed to set clear agenda, had unexplained silences, and abruptly switched languages without transition, losing call control momentarily.
C2 Not Met Confirmed understanding conf 92%
Agent suddenly switched to Portuguese mid-call ('Estima sua expectativa...') despite customer speaking English throughout, failing to adapt to customer's language level and causing confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on call, did not transfer, and committed to creating a new password post-call — demonstrating ownership of the case.
O2 Met Proactive follow-through conf 93%
Agent clearly explained next steps: bypass warning, set new password, download QR code, reconnect devices — and confirmed resolution before closing.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within agent's scope and resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent used empathetic language ('I really do apologize', 'don't worry'), thanked customer repeatedly, and maintained patience despite technical difficulties.
X2 Not Met Tone & rapport conf 91%
Agent failed to match customer's communication style; sudden language switch to Portuguese disrupted engagement and showed lack of adaptation.
X3 Partially Met Overall experience conf 83%
Agent reduced effort by providing correct direct steps, but customer repeated information and endured long silences, indicating avoidable friction.
Call Transcript35 turns · 35 lines
Speaker 2
Welcome to Linksys support. To assure quality service your call may be monitored. Please remain on the line for assistance. Hi thank you for calling Linksys. My name is Josh how may I assist you today? Uh huh. Uh huh. Uh huh. Uh huh. Uh huh.
00:00
Speaker 1
to access, um, access, uh, www.myrouter.info, um, and it's, it's saying can't reach this page. Depending on the picture, yeah, coming up with, saying, trying to reach, if you're trying to, uh, administration link, your current device is not connected to your router's network. I've already done this, so my router is on.
01:00
Speaker 2
I see. Uh, for that one, ma'am, can you try the HTTP and then colon, double forward slash myrouter.info. Yes, ma'am. And then press enter. Mm-hmm. Mm-hmm. Mm-hmm.
01:00
Speaker 1
Okay, so I need to change the, the, the, the router, right? So let me try that. Okay. It's the 703 or which one am I CAR? 1810 giga, okay. Connect. You should ask me for the password.
02:00
Speaker 2
How about your laptop, the the one that you were trying to access the Web user interface? Is it currently connected to the [silence] Yes, ma'am. Make sure your computer is connected to the router's network. [silence] Yeah. Yeah.
02:00
Speaker 1
I'm just trying to connect. Sorry. Yeah, my name is Anjana, A-N-J-A-N-A. And my surname is, oh, he's asking me for password again. Let me see. I'm trying to. Yeah, now I've, and that's what I did. Same.
03:00
Speaker 2
Thank you so much for that. one. But anyway, may may I have your first - while we're trying to access, I guess may may I have your first and last name? Mhm. And what aa yeah. Yes, ma'am. Also make sure to uh input the password carefully because the password is case sensitive. Mhm.
03:00
Speaker 1
I don't know why it's um password is, [silence] [sound moves to Right Channel] okay, it's connected now. [silence] okay, if I refresh my laptop it's saying your connection isn't private uh no, [silence] it says advance or go back, that's all it's saying. Oh, it says it can continue to unsafe yet. Okay. Where are you based? [background noise] [silence] [right channel fuzzes out]
04:00
Speaker 2
That's great to know ma'am. [br] [silence] yes ma'am. That's fine. [br] yeah, don't worry ma'am, there's an option to bypass that one. [br] yeah, kindly click advance and then click on proceed to myrouter.info. Yes, ma'am, [br]
04:00
Speaker 1
Okay. And, he's asking for room to password. So is up again. yeah yeah is the same as what I just entered. Okay. Look at that. So it's now asking to, for me to personalize the name and a password. Is that okay if I do that? yeah.
05:00
Speaker 2
Estima sua expectativa, seu chamado foi redirecioncionada para as Filipinas. Sim senhora. Então sim, por padrão, o roteador(?) Sim senhora. A senha padrão é a marcada no nó linksys, desculpe, nó principal. Obrigado. Sim senhora, isso correto. Sim senhora. Então tente personalizar a senha do roteador. Então personalize a senha do roteador e diz suer expectativa, essa senha só é usada só[
05:00
Speaker 1
Sure. So, um, does it uh, eight to six, uh, no space. No. So does it need um, any app or anything? It's, it's, it's okay. Okay. Okay. No, no, the password, the Wi-Fi password. Salut. So I've got one, two, three, four, five, six, seven, eight, nine. Is that okay? Okay. Okay. Okay. So let me try. Okay. Now I've done them.
06:00
Speaker 2
[ silence ] When you try to log in into the web user interface. [ silence ] Yeah. [ silence ] Uh I'm sorry, ma'am. When you say app, are you referring to the Linksys app or you are referring to the the the password? [ silence ] Oh, for the router password, it should have at least 10 characters in length. There's no space and consecutive identical characters, ma'am. And it should at least have one upper, one lower, one digit and one special characters. Thank you. I tried to input one more character, ma'am because it should be at least 10 characters.
06:00
Speaker 1
What about, can you try the, can you try my personal one? It's called Pandya Angie.hotmail.co.uk? Perfect. Yeah, yeah, yeah, he was, he was trying to help me, but obviously he said to do it on a, you know, do all these settings on the laptop rather than on the phone. Which is fine, which is what I'm doing right now.
08:00
Speaker 2
I believe that's normal. Let's try that one. Hold on. ma'am, I really do apologize. Ma'am, there's still no like associated, actually, that's fine. Because I'm going to create a new one for you instead. Okay. So after our call, erm, I will be creating a new one for you. And by the way, ma'am, I believe you mentioned that you already interrupted with one of our chat agents or chat technician. So yes, ma'am, that's correct, ma'am. So can you? Yes, ma'am. So is it impossible
08:00
Speaker 1
Yes, your the model number. Just one second. Take a look at the picture. So the SPM60CF dash UK. Correct. Yeah. Do you want to like the serial number? Mm-hmm. Uh, how would you start with the serial number? Ah, cool.
09:00
Speaker 2
No worries, ma'am. If you have the series. Yep. Serial number. Yeah. Sorry. Thank you so much for that one. And I assume this router was provided by community fiber, correct? Thank you so much for confirming. And were you at That's your real number? Yeah, that would be appreciated, ma'am. So uh, the one that says S/N and then uh, 12 to 13 characters. That's [silence]
09:00
Speaker 1
there are actually there are a few there's so a it's it's got like different box so this is the main box so this this one I don't know just one second yeah I'm just looking at him I'm okay here we go SN 72E 10 M 2 A F 20160 okay it said reconnect to your router Wi-Fi to continue setup I don't know we we
10:00
Speaker 2
Uh no words ma'am you can also found the serial number underneath the device itself [silence] so yeah but thank you [silence] all right thank you so much for that one [silence] yeah uh by the way did you check [silence] did you change or customize the Wi-Fi
10:00
Speaker 1
yes, yes, yes, yes, yes. so I need to, yeah, yeah. o.k., it's connecting now. o.k., it's connected. should I connect the router to continue so. it's just trying to reconnect to the router again. I've just logged in. takes a take probably a while. Okay, coming.
11:00
Speaker 2
name not yet. Hm. Oh, that's normal, man, since you have, Yeah. So, all I have to do is to reconnect your laptop to the new name of this router. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]Huh? Thank you for that one, ma'am. Yeah.
11:00
Speaker 1
Yes. Three. I can tell you what the others are if you need to know. Um, yeah, so I'm just setting this one up, and then um, the, the other two routes, uh, I haven't um, connected them onto onto the um, what's the word? um, onto the ethernet at the moment, but I'm waiting for my daughter to come back tomorrow and then we'll do that. So will you uh, if we have a problems with it. But now that I've set up, all we have to do is take it upstairs and then reconnect. They they should be the same password, right? Yeah.
12:00
Speaker 2
By the way, ma'am, how many Lenoxis devices do you have? Three. Ah. Thanks so much for that. Ah, no worries, ma'am. I just need the main node. And just to confirm, you just want to manage your system, is that correct? Alright. Uh-huh. Uh-huh. Yes, ma'am. There should be the same password once they have been... [silence] [silence] Mmm.
12:00
Speaker 1
Yeah, so as soon as she plugs that one in and and disconnects the other one, then she should be, she should be fine putting the right password. If we have any problems, then we'll call back. Yes. Child, no? No, no, they they are they are turned on and they are um, they were left on. I just didn't want it to um move them. Yes, correct, yes. Okay. So, yeah, can I just um take the um picture of the one that says QR code and the password so that I don't forget. [silence]
13:00
Speaker 2
Uh-huh. Yes ma'am. Just to confirm, I really do apologize ma'am, just to verify. Are the other child notes currently on, turned on, or they're currently unpl. Okay. I see. And I just want to confirm if they are already working properly. So the child notes, their lights are currently showing solid white, as well. That's brilliant, ma'am. All right. Yes, that's correct ma'am. All you have to do is unplug the.
13:00
Speaker 1
mm-hmm hold on Okay. I can download the QR code as well so I'm just gonna download it. That's fine, so it's done. So sorry, yeah, yeah, yeah, so I'm actually inside, so it's home so
14:00
Speaker 2
You can do that one. No worries. hmm hmm so, yeah moving forward and I really do apologize in advance for this new models we hmm, yeah.
14:00
Speaker 1
So, can you just take me through what's what? So you've got port one and two that are not connected at the moment because they're not green. Port three, it says 100 megabytes connected speed. I thought I was getting two gigabites. Oh, yeah, the VIN is two and a half gigabites. Sorry. Yeah. Yeah. Okay. Okay. So when I connect the others, I just need to make sure that the one, I think they've left me with some some wires.
15:00
Speaker 2
[silence]
15:00
Speaker 1
hey, hey. Okay. So, um, he's showing me that un internet is on, it's got three nodes Devices three. Um, it says, so what's the device one, uh, community which has got two or one? So that's the main one and then the other two are like a baby. Mm-hmm. Okay. And in the menu, um, so I've got in incredible Wi-Fi, instant safety, advanced settings. So, I've actually bought the the package which sets up the the the TV which I haven't done as of yet, purely because, um, I'm connected still to Sky and the old Wi-Fi. So I just need to when I'm ready to do that, I'll move over, I'll, I'll make a call.
16:00
Speaker 2
all right so the booster yeah or children yeah that's
16:00
Speaker 1
Yeah? Sure, sure. Sure, sure, sure, sure. So this is the new, new, new devices and and the new way of accessing things. So would I ever be able to see this menu on on my, on my phone? Mhm. Okay. Yeah. True. Mhm. Mhm. Mhm. Okay, perfect. Thank you. Thank you so much for your time. Yeah, may I take your name, please? Josh.
17:00
Speaker 2
I understand Ma'am. And don't worry if you need further assistance in the future, feel free to give us a call, Ma'am, because we're always happy to assist you. [silence] Mhm. Uh regarding with the Lynxix app, I really do apologize, but again, these devices are no longer compatible with the app. However, rest assured that you can still access this web user interface using your phone, Ma'am. So yeah, so on your phone, just open a browser and then type in http: yeah, the myrouter.info. Yeah. Mhm. Your more you're most welcome, Ma'am. And thank you. Uh my name is Josh. J-O-S-H. Yes Ma'am.
17:00
Speaker 1
Great! No, no worries, no worries. Have a great day and, um, please take care, take care, bye bye. Bye bye, bye.
18:00
Speaker 2
And thank you so much again for your cooperation and patience. You as well, ma'am. Thank you again for calling Lyrixes. Have a great day. Bye for now.
18:00