V2 Rubric Detail — eb94eaae-659c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 13:53
Duration
6m 53s
Contact
Marko Ivalorich
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#GI00133101
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Association Isuses

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall85.6% (+29.6)

V2 Grader Summary

The agent correctly resolved the router admin password issue using the recovery key and explained the app deprecation. However, they inaccurately claimed the old node must be factory reset due to being an 'older model,' when compatibility exists, and failed to confirm successful node reintegration. The resolution was partially achieved but not fully validated, leading to a partial outcome.

V1 Case Analysis

Customer unable to log into Linksys app after changing router password; agent reset admin password via recovery key and instructed node factory reset. Note: Agent incorrectly stated cloud services/app are discontinued.

Troubleshooting Steps
  • Guided customer to reset router admin password using 5-digit recovery key via myrouter.info
  • Clarified difference between Wi-Fi password and router admin password
  • Instructed customer to factory-reset existing node (incorrect 20-second duration) and re-add via app
Key Observations
  • Agent provided correct recovery-key password reset procedure.
  • Agent falsely claimed cloud services and the Linksys app are discontinued (material error).
  • Agent recorded invalid model number (SPNMEXT).
  • Factory reset duration advised as 20 seconds (KB specifies 10 seconds).
  • Customer confusion between Wi-Fi and router passwords was effectively resolved.
Positive Highlights
  • Correctly guided customer through router admin password reset using recovery key.
  • Clearly explained the difference between Wi-Fi and router admin passwords.
  • Provided actionable steps for node re-addition.
Agent Errors / Gaps
  • Incorrectly stated that cloud services and the Linksys app are no longer available (contradicts KB).
  • Recorded invalid model number (SPNMEXT); likely intended SPNM60/SPNM62.
  • Advised 20-second factory reset for node (KB specifies 10 seconds).
  • Did not collect serial number or verify warranty status.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer confirmed the router password reset worked, but the node integration was not confirmed as successful — agent only instructed to factory reset, but no verification that the node was successfully added to the new network.
R2 Met Diagnostic thoroughness conf 94%
Agent guided customer through recovery key reset for router password and provided correct factory reset instructions for the node — relevant troubleshooting steps were taken.
R3 Met Correct resolution path conf 95%
Agent correctly prioritized non-destructive recovery for the router and only recommended factory reset for the legacy node — appropriate path based on device status and supportability.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified the core issue: confusion between Wi-Fi password and router admin password, and clarified that the app is deprecated — root cause correctly diagnosed.
T2 Met Appropriate tools / resources used conf 91%
No additional tools (e.g., remote session, logs) were necessary — resolution relied on KB-backed procedures (recovery key, factory reset) which were sufficient.
T3 Partially Met No misinformation conf 92%
Agent incorrectly stated the old node must be factory reset solely because it's an 'older model' — but SPNM60/62 nodes are compatible with newer SPNMEXT; factory reset is only needed if previously paired, not due to age. This misrepresents compatibility.
Communication
C1 Met Clear & professional language conf 93%
Agent set expectations early about app deprecation and maintained control by guiding the customer through steps without digression.
C2 Met Confirmed understanding conf 92%
Agent used clear, non-technical language, confirmed understanding, and adapted to customer’s pace by allowing time to check recovery key.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and addressed both the password and node setup questions.
O2 Partially Met Proactive follow-through conf 89%
Agent provided next steps (reset node), but did not confirm whether the customer knew how to re-add it post-reset or verify success — incomplete follow-through on node integration.
O3 Met Closure confirmation conf 91%
Agent built on prior information (router password change) and did not re-ask already-provided details.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required for this issue.
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 remained courteous, used empathetic phrases ('thank you for calling'), and stayed professional throughout.
X2 Met Tone & rapport conf 92%
Agent matched customer’s conversational pace, allowed pauses for checking labels, and repeated instructions when needed.
X3 Partially Met Overall experience conf 88%
Agent gave correct steps but did not offer local web browser access (e.g., myrouter.info) as a more reliable alternative to the app, increasing customer effort unnecessarily.
Call Transcript14 turns · 14 lines
Speaker 1
[silence]
00:00
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 Van and I'll help you today. Uh-huh. Uh-huh. What's the model? [silence] SPNMEXT.
00:00
Speaker 1
Yeah. so uh I mean my app my app is updated by the way and um uh before with the old router I could easily through the app connect to see my router and the node. I also bought separately the linksys node. Uh however I got a new router. I could connect through the app using the router uh password to connect to the router. I changed my my router password the internet password and since I changed the password I cannot anymore log into the app. I tried logging in um other way using email and password which worked. However my uh email and password is linked to uh old network the old router and when I wanted to add a new router app is telling me your router is not uh is not connected to the internet which it's not correct. It is connected. So I don't know what is the problem. [silence]
01:00
Speaker 2
What seems to be the problem? [ silence ]
01:00
Speaker 1
And I cannot now anymore connect the app to the router, neither I can set up a new not. uh, OK. And this is what I so, before changing the router password using the app, I could actually log into the app through the router, like connect it to the internet and just putting the router password, which worked. And then through the app, I changed the internet password, the router password. Um, but then now using so I update, like, this password is absolutely correct because I'm using the same thing, like this password is absolutely correct because I'm using the same password on my mobile, laptop.
02:00
Speaker 2
I see I'll set expectations that cloud services and the links this app is no longer available so in trying to log in using the email and password you might encounter such issues such as the one that you just mentioned that it's not able to detect Internet you need to try and use the local option instead which is the router password
02:00
Speaker 1
us ops et cetera but using the same password to log in into the app doesn't work anymore. Uh and what is the how do I where do I see the router password? Uh-huh. Mm-hmm. Ah so the router password is different to the internet password, right? Uh-huh. Uh okay.
03:00
Speaker 2
You're currently referring to your Wi-Fi password, root your password on the app is requiring you as an admin password, which is totally different from devices connecting to the Wi-Fi. There's no root 2 password by default. You either create it or if you haven't created one, you need to create one. There's an option in root your password called reset password, so once you click that one, it will ask for the five digit recovery key of your main node. Put in the five digit recovery key and you can create your own admin password or in this case, it's called router password. Yes. Wi-Fi password and router password are entirely different. [silence]
03:00
Speaker 1
I just, can I just go to the app quickly just to double check? Is that okay? Oh, yeah. So I'm going, I'm logging in through my router password and it says enter the router password. I would say reset the password and then there is recovery key. Just one second and I'm going, looking under and then seeing what is the recovery key. I'm typing it in now. The account holder will be notified if this router password is changed. Yes continue. Enter password. Sorry can you repeat it again? Uh it's Marco. M-A-R-C-O.
04:00
Speaker 2
Go ahead. To whom am I currently speaking with right now? To whom am I currently speaking with? [silence]
04:00
Speaker 1
Ivanovic Ivan eight no V A C Okay yeah yeah it actually does work thank you so much for this and so I I actually have one more question so um I can see now that my my internet is online I can see it um however how do I now what do I need to do to connect my existing not to this internet
05:00
Speaker 2
All right, are you able to enter the app? All right, is there anything else? No. Since you have a new model, you need to do a complete factory reset, especially if the new model is
05:00
Speaker 1
Okay, so I still use the old node, node, they also link this, huh, okay. And what do I and how do I, what do I need to do now with the node? How do I this factory reset it, what you said. Uh-huh. And then I will be Okay, and then this is and then through the app, I can connect it on the on the internet network. Is that correct? Okay. Thank you so much for your help. Bye-bye.
06:00
Speaker 2
Yes you can still use them but since they are an older model, you might experience some spotty connection every now and then, since they're not the same model as the new main node. If you still need to factory reset, you just need to hold the reset button for 20 seconds while they're still powered on. That's about it. That's how you factory reset them. Yes, that is correct. All right. Thank you so much for calling Linksys. Take care and have a great day. Bye bye for now.
06:00