V2 Rubric Detail — f05ad8be-6015-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 13:04
Duration
9m 55s
Contact
Michael Benton
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00132221
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Access the UI_SPNMX55GC

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall34.0% (-0.0)

V2 Grader Summary

The agent failed to resolve the issue by skipping the proper non-destructive recovery method (recovery key login) and jumping to a factory reset without verification. While ownership was maintained, the lack of accurate troubleshooting, tool use, and effort reduction resulted in an unresolved outcome with avoidable customer effort.

V1 Case Analysis

Customer (Michael Benton) unable to access admin page after recovery key use on SPNMX55. Agent advised incorrect 20s reset and invalid 'myrouter.local.local' URL. Issue unresolved.

Troubleshooting Steps
  • Collected customer name, phone number, model (SPNMX55), and partial serial number.
  • Explained possible impact of discontinued cloud service on local login.
  • Advised factory reset with 20-second button press.
  • Directed customer to access 'myrouter.local.local'.
  • Confirmed UPnP is enabled by default.
Key Observations
  • Agent instructed 20-second reset for SPN series device, contradicting KB (10 seconds required).
  • Provided invalid access URL 'myrouter.local.local' instead of 'myrouter.local' or '192.168.1.1'.
  • Failed to guide customer to reuse recovery key or attempt login via standard IP.
  • Did not verify serial number completeness or attempt warranty lookup.
  • No mention of HappyFox case creation or documentation.
  • Agent used excessive filler ('uh-huh') and showed poor call control.
Positive Highlights
  • Correctly identified the model number SPNMX55 from customer input.
  • Acknowledged the impact of discontinued cloud services on local access.
  • Correctly stated that UPnP is enabled by default on the router.
Agent Errors / Gaps
  • Incorrect factory reset duration (20 seconds instead of 10 for SPN series).
  • Provided invalid local access URL 'myrouter.local.local'.
  • Failed to follow LinksysNOW password-recovery procedure after recovery key use.
  • Did not confirm serial number validity or warranty status.
  • Did not create or cite a support case in HappyFox.
  • Gave contradictory access instructions: first 'myrouter.local.local', then '192.168.01'.
  • Used excessive filler and poor pacing, reducing clarity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested factory reset but did not confirm resolution of admin access or UPnP status; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No actual troubleshooting steps attempted — skipped recovery-key login, did not verify current settings, and jumped straight to factory reset.
R3 Not Met Correct resolution path conf 96%
Recommended factory reset without first attempting the non-destructive recovery-key method, which is standard protocol for SPNM-series routers.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Identified symptom (can't access admin page) and mentioned cloud service changes, but failed to ask diagnostic questions or test root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use any tools (e.g., remote verification, admin UI check) to confirm UPnP status or login capability, despite needing to validate configuration.
T3 Partially Met No misinformation conf 90%
Correctly stated UPnP is enabled by default, but incorrectly attributed login failure to discontinued cloud services — no evidence supports this claim.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent collected info and stayed on call, but failed to set expectations or structure the interaction; responses were reactive and disjointed.
C2 Partially Met Confirmed understanding conf 88%
Used basic technical terms without adapting depth; did not confirm understanding, but avoided overly complex jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case throughout, did not transfer, and attempted to provide a solution path.
O2 Partially Met Proactive follow-through conf 90%
Provided a next step (factory reset), but gave no timeline, follow-up plan, or callback commitment.
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 in this scenario.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent remained polite but showed no empathy for frustration; missed opportunity to acknowledge repeated login attempts and disruption.
X2 Partially Met Tone & rapport conf 89%
Maintained engagement and stayed on topic, though communication was one-sided; customer asked clarifying questions indicating some confusion.
X3 Not Met Overall experience conf 94%
Forced customer to perform full factory reset instead of guiding recovery-key login, creating unnecessary reconfiguration effort.
Call Transcript18 turns · 19 lines
Speaker 1
hi and we've got a Lindsay's route up and we're with Rick Cleveland and we had a static IP address added to our internet package for my son to go game to do to do more gaming and one of the things it needed to be done was to make sure that the UPNP was active or enabled on the router um so I've been into the I've typed in 192.168.1.1 to access the administrative um part of the the router on the web browser and because it's the first time I'd done it it asked me the
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 Len and I will help you today. [silence] Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. [silence] Uh-huh.
00:00
Speaker 1
put a recovery key in from the router and then set up pay password. And it allowed me in, but then whilst I was talking to the Virgin Media technical guys, I've pressed back on the web page. And now I cannot get back in to the administrative part of the router. And it's telling me, and the Virgin Media tech support said that I needed to speak to you guys that it had been something that had happened a few times. My router. Nice.local. L-O-C-A-L. Yeah, yeah, no problem. And then just
01:00
Speaker 2
all right mhm can you try opening a new tab and typing in all one word my router dot local dot local local L O C A L
01:00
Speaker 1
Yeah and it comes up with yeah, it comes up with exactly the same page as what I I've been trying to get it says, comes up with Linksys trying to reach Linksys now and then there's like a little couple of diagrams and then it says, if you're trying to reach Administrator Linksys now based Wi-Fi seven router and reach this page, it may due, may be due to one of the reasons, so it's not going through again. It is Jess. Okay, thank you. That's correct, that's correct Jess. That's Michael.
02:00
Speaker 2
your name did you make the stupid dream phone calling is this is your pre time callingाच you have to create a record for you here and if you allow me I'll just two also confirm is this uh is the phone number the to currently calling, oh seven nine one nine. Uh, let me just like a duplicate, oh seven nine one nine oh five six three oh four. Is that correct? Thank you so much. And what's the first and last name?
02:00
Speaker 1
Benton BENTO M. Hope It is Michael Benton41 On 61 just 55 V for Victor 10 M for Mike, [silence] 061 [silence] for Echo 04103 E 00062497.
03:00
Speaker 2
Thank you so much. Um, Michael. Is that correct? All right. What about the email address? uh-huh. All right. Thank you so much. Can you provide me the, uh, serial number of the Linksys device? uh-huh. uh-huh. Thank you so much. F. f. victor. 10, Mary 2 6 Z.
03:00
Speaker 1
That's correct a model is SPN MX 55 The thirty two. That's correct, yes.
04:00
Speaker 2
echo 04103. What's the MODEL number of the unit? Thank you so much. How many SPnmx do you have? two. Lastly my, just to know, um, just to confirm one more, the internet provider is Gigaclear. All right. Thank you so much. All right. Thank you so much for patiently waiting as well as for Michael. So in this case, that's currently a reoccurring error regarding about the web interface access on the unit. The possible reason for it is we recently just disabled our I'm sorry, we've discontinued our cloud service.
04:00
Speaker 1
Trouble is that knocks out the whole, uh, all of the um, Wi-Fi units and stuff like that isn't there. by doing that we'd have to reset every password on any everything that's connected to the router, is that right? Yeah, everything was working on it absolutely fine, the reason is. So, I went into it, I logged into the 192.168.1.1 and it was working, you went into where you wanted it because it
05:00
Speaker 2
services in terms of syncing it up through the cloud whenever you sign in either email or password, which has affected the local access on the router. You can try factory resetting the router one more time, since initially it hasn't been configured yet, and start all over from scratch. To factory reset the router, you just need to hold the reset button for 20 seconds. Hm, I'm sorry. I'm sorry. What was it? Is is it already configured right now? I see.
05:00
Speaker 1
it was the first time that I'd, um, been in there, it asked me to put a recovery key in, I put the recovery in, and then it asked me to set a password, which I did, and it went into where I wanted it to be, was the actual router was locked in, um, and then I, backed, went back, uh, I picked the back page, on the router, or on the page, um, and and then it wouldn't let me back into the, into the administrative page of it. Okay. So, is there any reason why it's done this?
06:00
Speaker 2
I see regarding about your question earlier yes it will disconnect the devices that are already connected however you can set your linksis routers back to the same wifi name and same wifi password so your devices in theory can connect automatically on their own there no this one [silence]
06:00
Speaker 1
Okay, so if I reset everything and then do the same thing again, it's going to ask me for the recovery key and then it's going to ask me for a password. Why is it then not going to do exactly the same thing? [silence] Ron?
07:00
Speaker 2
It is fairly new. Once again, it's due to the current changes happening on the log in preface on the unit itself, since we just recently discontinued with the cloud services. If you perform a complete factory reset, naturally it will wipe out all changes done on the Linksys router. So, if you do it all, if after a factory reset, yes, it will ask you that same question all over again since it doesn't recognize that changes that was performed now. You can write all the necessary credentials, like for example, the five digit recovery key, so that you don't need to keep on going back and forth on the device themselves. So you can just do it all the way through.
07:00
Speaker 1
But but what I mean is, is why is he not going to do then exactly the same thing as what it's done now when it's been the factory reset? Right. So it's Okay. And so the reason that he me wanted to do was to make sure that UP UP UP UP UP UP UP UP UP UP was enabled on the router. Is that something that he's going to be enabled on the router? Right. Okay, so I think I'll believe it for the time being, but to do it, I mean to do a the full reset on the um um on the router. Is that correct?
08:00
Speaker 2
you can try after the factory reset to immediately access the 192.168.01. so that you can also reconfirm if it might happen or not anymore once again this is currently a fairly new problem and we're already looking into it as well we're in terms of an answer I'll state expectations we do not have a definitive answer as of the moment. Yes by default it should be enabled already. Yes, the reason, UPnP in short terms is a universal plug and play in other words, the moment you plug a device, it should either automatically work or connect on the Wi-FI on its own, the router already has it enabled by default. So it just depends whether the device has that kind of feature as well. [silence] Yes, that is correct. [silence] All right. Thank you so much for calling linksys, take care, and have a great way a great day. Feel free to call us back if there is some issues. Bye-bye for now.
08:00