V2 Rubric Detail — e85ed53e-64c5-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 12:14
Duration
27m 23s
Contact
June Kokaras
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall76.5% (+48.5)

V2 Grader Summary

The agent followed an appropriate troubleshooting path using the Linksys app to reconfigure the Wi-Fi name and password on an MX2000 mesh system. The customer achieved partial success — connecting to the new network — but internet access remained unresolved. While communication could have been clearer, the agent demonstrated ownership, used correct tools, and applied technically accurate steps consistent with KB guidance, warranting a Partial Resolution outcome.

V1 Case Analysis

Customer unable to restore Wi-Fi name/password on MX2000 after reset. Agent gave incorrect default password (admin), confused app vs router login, and failed to resolve. Customer ended with 'restarting your Wi-Fi' loop and no internet. No valid next step provided.

Troubleshooting Steps
  • Collected model number (MX2000) and serial number.
  • Attempted app re-login and logout.
  • Guided customer through app setup flow.
  • Asked customer to change Wi-Fi name in app.
  • Instructed customer to use 'admin' as router password (incorrect).
Key Observations
  • Agent stated incorrect default admin password for MX2000 (claimed 'admin' at 00:04:00), which contradicts KB—MX series uses label-printed password.
  • Repeatedly confused Linksys app login (email + password) with router admin login, causing customer confusion and failed access.
  • Failed to verify router LED status, Internet connectivity, or local admin access via http://myrouter.info or http://192.168.1.1.
  • Allowed customer to proceed through app setup without confirming network stability, leading to 'restarting your Wi-Fi' loop.
  • Did not provide any KB reference, self-help path, or escalation option despite unresolved outage.
  • Call ended with customer still reporting no internet and app not reaching dashboard (00:27:00).
Positive Highlights
  • Agent collected the correct model number (MX2000) and serial number, showing basic device identification.
  • Maintained a polite tone and attempted to guide the customer through the app interface.
  • Asked the customer to log out and restart the app, which is a valid troubleshooting step for app glitches.
Agent Errors / Gaps
  • Provided materially incorrect default admin password for MX series (stated 'admin' at 00:04:00), a clear KB violation.
  • Failed to distinguish between Linksys app credentials and router admin credentials, leading to repeated login failures.
  • Did not verify WAN/Internet connectivity or router LED status before proceeding with app-based changes.
  • Did not confirm whether the Wi-Fi name change was successful or if devices could connect.
  • Did not offer any valid next step, KB article, or escalation path despite clear technical failure.
  • Allowed the call to end while customer reported ongoing 'restarting your Wi-Fi' state and no internet connectivity.
  • Did not collect or discuss warranty status despite potential relevance to support path.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer reports reconnecting devices and being connected to the new Wi-Fi name, but later states 'Your router has no internet connection,' indicating partial progress but unresolved core issue.
R2 Met Diagnostic thoroughness conf 85%
Agent guided customer through app logout/login, router password login, Wi-Fi reconfiguration, and app refresh — following a logical sequence aligned with Linksys app-based setup for MX2000.
R3 Met Correct resolution path conf 90%
Agent selected appropriate path using the Linksys app to change SSID/password on an MX2000 mesh system, consistent with documented procedures for this model family.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent asked about light indicator, app status, login method, and internet connectivity — systematically narrowing the issue to app and network configuration.
T2 Met Appropriate tools / resources used conf 95%
Agent used the Linksys app — the correct tool for managing Wi-Fi settings on an MX2000 Intelligent Mesh system — and attempted login via router password as per KB guidance.
T3 Met No misinformation conf 85%
Agent correctly identified use of router password for local login and guided through app-based Wi-Fi rename; mixed email/router login context was due to app flow, not inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained call control and repeated key prompts, but lacked clear framing and smooth transitions, especially during app navigation confusion.
C2 Partially Met Confirmed understanding conf 80%
Agent used some technical terms (e.g., 'router password', 'app refresh') but adapted by repeating instructions; did not fully confirm understanding when customer struggled with UI.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and persisted in troubleshooting despite app UI challenges and customer confusion.
O2 Partially Met Proactive follow-through conf 80%
Agent instructed customer to 'wait for that' and 'refresh the app', implying next steps, but did not set a clear timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none clearly warranted during interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained professional and persistent, but did not explicitly acknowledge customer frustration or repeated effort.
X2 Partially Met Tone & rapport conf 80%
Agent stayed engaged and repeated steps, but used a rigid script without adjusting tone or pacing to customer’s confusion level.
X3 Partially Met Overall experience conf 85%
Customer had to repeat steps like logging in and navigating app, but agent was guiding through a complex UI; some friction was unavoidable given app behavior.
Call Transcript46 turns · 49 lines
Speaker 1
[KEEP_UNCERTAIN] Welcome to the Junior. Yes, my Linksys had gone down and I had to redo it, but now it has a different,
00:00
Speaker 2
Welcome to Linksys support. 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please, have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option, may be available depending on the issue. [silence] Hi, thank you so much for calling Linksys. This is Josh. Can I help you?
00:00
Speaker 1
Wi-Fi name and password, and I'd like to put it back to the original and I'm not sure how to do that. It's developed 29. Sure. So. Where do I find the model number? I have a serial number. Oh, I see it. Oh, I see it. The model number is MX2000 uh, on Xfinity .com. My what. [silence]
01:00
Speaker 2
What's the model number for Linksys device? That's the Wi-Fi name, I guess. Can you try to look underneath for the model and the serial number? It's underneath Okay, and who's your Internet service provider? Oh, uh, just for, okay, can I have the full name and your email, just please? Can I have your full name and your email? No?
01:00
Speaker 1
my name is June Cocharis and my email is Jcocharis@yahoo.com J-K-O-K-A-R-R-A-S as in Sam at yahoo.com yes it it's 5-0-D-1-0-M-2-8-C-0-7-0-7-7
02:00
Speaker 2
What was your email? Again. OK, can you provide me the serial number of the parent node. Can you provide me the serial number of the lengthy device? Okay, and how many nodes do you have in total?
02:00
Speaker 1
I think three they're all connected I just want to change the Wi-Fi name and um excuse me L-U they're connected I do I'm on it and I couldn't figure out how to change the Wi-Fi name and password Well it says offline routers and it says my old Wi-Fi can I what
03:00
Speaker 2
Okay. So what's the light indicator? What is the light indicator? Okay. All right. Do you have a link to this app? Okay. Can. Okay. What do you see on the app right now? Okay. Can you please try to can you log out first? Log out on the app. Click on the menu button, the hamburger icon and scroll all the way down. Click on account and there's going to be an option to click on login again.
03:00
Speaker 1
Alright, uh, I don't see that yet. Oh, it's asking me to log in. Okay, so my password to get into the app is not the router password. No, I have a password. I've already had this account. Do you want me to log in with the password? Login, uh, email address and I have to enter the password.
04:00
Speaker 2
Okay, let's log in and let's use a router password. So if you're going to use router password, that's the right side option. It's going to ask for router password only, no email address. Yes, so by default it's admin. What does it say on the app right now? Okay, what does it say on the app right now? Yeah, what does it say on the app? What does it say on the app right now? Okay,
04:00
Speaker 1
Okay. I did. First, connect to your Wi-Fi. Yeah, and connect. Okay. I just clicked it on, so I'm connected to it. How do you want me to try to log out? Oh. It just did it on its own.
05:00
Speaker 2
okay all right on the right side there's another option to click on router password click on that okay so it's gonna all right so if you're not connected to the default WiFi name go back to the WiFi settings of your phone go to the settings of your phone connect to the default WiFi name of the main router or the parent node what network are you connected right now? okay let's go back to the link system let's try to login
05:00
Speaker 1
Okay. Allow link Πάsa to find Bluetooth devices. Do I allow? [silence] Connect the router to your modem or source of Internet. [silence] I have to click its connected. [silence] I don't have a next. [silence] Plug additional nodes into power near the router. [silence] I did that. [silence] Make sure everything is finished starting up. The light will blink when starting up and turn solid. No it's solid. [silence] Checking for internet.
06:00
Speaker 2
What does it say now? Okay. Yes. Okay, click Next. Okay, go ahead. [silence]
06:00
Speaker 1
Use the same Wi- Fi settings as garage house. So I click yes? That's the one I want. Privacy pledge. Now it's telling me to log in so what do I use after the my email? Which password? The one that I want or the one the default one? Oh my Linksys. for the app correct. Okay. [silence] [silence] [silence] Okay. [silence]
07:00
Speaker 2
Mm-hmm. Okay. Yes. Your email address and password. Log in, right? So you have to log in with your email address and password. It links your account. Mm-hmm. Yes. Okay. So what you have to do is you click on, you know, you sign up, right? And then after you do that, right, you will see this, like, you know, information that I have pulled. Yeah, so.
07:00
Speaker 1
So, it says linking to your account. Now it says it's linked. Configuring your Wi-Fi network. Thank you. now name your Y side. let me see if it works. okay, it says it's created, so it's all set. Now let's connect to your new Wi-Fi. your phone's setting. okay, hold on. [silence]
08:00
Speaker 2
You can set the name back to what you had before and also password as well. OK, go to the Wi- Fi settings and connect to the Wi- Fi.
09:00
Speaker 1
It's not coming up in my settings. Yeah, I just did. Let me see. It's still not coming up. Let's see. I just shut off. It's not coming up. Should I take it off the old name?
10:00
Speaker 2
We tried to turn off and on the WiFi, to generate a new WiFi network. No, just did, did you try to turn off and on the wife?
10:00
Speaker 1
Yes. I just shut it off again. I'll wait a second. Oh I just turned it back on again. And it's not finding it. It says LG refrigerator. No, it's not even saying that. Yeah, just LG refrigerator. The vell up setup, yes, 5 29 is showing up. Okay, I'm connected to that one. [silence]
11:00
Speaker 2
restart your phone and start to to tonet déjà on so frost network is devela question is already showing off okay please connect to the network go back to the
11:00
Speaker 1
OK let's connect to your new Wi-Fi. Go to your phone settings. Look for child Node, keep your phone in the setup area. Now, next. Do I hit next. Remove old router system from your account. It looks like it's the one I'm using now. Remove from my account. OK. [silence]
12:00
Speaker 2
What does it say on the app now? Okay, click next now. click next okay clear remote yeah You can go ahead and remove it. Yeah, just yeahRemove it.
12:00
Speaker 1
Let us help you, automatically send error reports, I don't need that. Next, prototype 529 is ready for setup. Upgrade complete. Thank you for being a customer, go to dashboard. It is not going to the dashboard when I'm hitting it. Prototype setup 529 is ready, upgrade complete. Thank you for being a continued This customer and then the bottom. There's not a menu button. [silence]
13:00
Speaker 2
Damn. Okay. You have to click on go to dashboard. [silence] Okay, so there's going to be a menu button there. You click on the three lines at the top left of the screen, and then you go to Wi-Fi settings.
13:00
Speaker 1
yeah, there's not the, there's not the three lines at the top. just the word setup is ready. upgrade complete. it says go to dashboard, but when I hit the button, it doesn't go to dashboard. how's it going? Okay. let me try this. ready to complete setup it says. So I click complete setup.
14:00
Speaker 2
What else do you see on the screen? Okay, click the... Okay, try to refresh the app. First close and then we open. Okay? No, no, no, no. Just quit setup. Quit set up.
14:00
Speaker 1
What setup, what I don't want to continue setup, but I click that. If you choose not to complete setup, your network may not work properly, so I click setup. Manage your Wi-Fi or setup a new Wi-Fi network. Okay. So, do I use the email or the router password? Email and then the password is the one I use to get onto the app? [silence]
15:00
Speaker 2
Yes. Okay. Click manage Wi-Fi. If router password, or just use the email, try to use the email.
15:00
Speaker 1
It went back to the same manage settings at home or away. It says, let's create router password. First, look under one of your nodes for the recovery. Can you enter it below? Mm. Mm. [silence]
16:00
Speaker 2
Yeah. Okay. Yeah. Okay. The password that you entered a while ago when you linked the router to the account.
16:00
Speaker 1
seven nine two six three This account holder will be notified as the router password is changed. Continue. Okay, router password. login. So, is this the password, the password I want to use to get onto Wi-Fi? [silence]
17:00
Speaker 2
[silence] Yes, no, no, no, just to log in on the app. [silence]
17:00
Speaker 1
okay so now i'm on a page it says last five connections oh it says i have nine devices four nodes internet speed last five connections so now what am i doing yes i did and i have the three bars that you were talking about wi-fi settings okay let's see if that works
18:00
Speaker 2
Okay, uh, uh, you are able to log in out? Okay, click on the menu button, go to Wi-Fi settings. Under Wi-Fi settings, you can change the Wi-Fi name and password back to what you have before.
18:00
Speaker 1
It says restarting. Your Wi-Fi. I just went to bed. It's reconnecting my stuff, my cameras and stuff, so I think this worked. Hello? It's still resetting it, but I'm getting messages on my phone. Okay.
19:00
Speaker 2
ya what does it say? [silence] okay and then just wait for that
21:00
Speaker 1
It's still saying restarting your Wi-Fi.
22:00
Speaker 2
OK. Now, what does it say?
22:00
Speaker 1
It's still doing the same thing, restarting your Wi-Fi. No. Restarting your Wi-Fi, it goes. Restarting your Wi-Fi, it goes.
24:00
Speaker 2
'a plus save now is it done yeah what does it say now I'm sorry
24:00
Speaker 1
Oh, now, it says restarting your Wi-Fi. Oh, that's what it says before. Yes. Yes, it is. And it's showing I'm hooked onto it. Uh, it is connected to the Wi-Fi, the new name I, I, I created.
25:00
Speaker 2
What's the light indicator of the router? Can you try to go to the Wi-Fi settings of your phone and check if the Wi-Fi name you created is showing up there? And please reconnect. Okay, can you please try to check if the Wi-Fi name is showing up now. Okay. And please reconnect to the Wi-Fi, please, Sir? I mean ma'am. Okay. Go back to the linksys app and refresh the app. [silence]
25:00
Speaker 1
It says, garage house, has no internet connection. I'll redo it. Log out and log back in. to the, email address. that's getting router settings. Your router has no internet connection. I used the password for the app.
26:00
Speaker 2
How did you log in? Did you use your other password?
27:00