V2 Rubric Detail — f23af984-6ea2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 01:29
Duration
37m 32s
Contact
Bill Exley
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
—
Support Country
United States
Product Family
MR SERIES
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication2.50/5
Ownership1.50/5
Escalation5.00/5
Customer Exp1.79/5
Overall45.0% (+18.9)

V2 Grader Summary

The agent correctly identified that changing the cloud account email requires a factory reset but failed to guide the customer through it or resolve the immediate login issue. While some technical accuracy and basic troubleshooting were present, the call was derailed by irrelevant warranty and cost discussions, lacked clear next steps, and did not reduce customer effort, resulting in an unresolved outcome.

V1 Case Analysis

Customer (Bill) with MR20MS router wants to change the email linked to his Linksys Smart Wi-Fi account and is unable to log in locally. Agent incorrectly stated a factory reset is required to change the email and falsely claimed the Smart Wi-Fi site is discontinued. No resolution achieved; customer remains locked out.

Troubleshooting Steps
  • Verified the current email address on file (BEX.WEB@GMAIL.COM).
  • Incorrectly stated that changing the email requires a factory reset.
  • Falsely claimed the Linksys Smart Wi-Fi website is discontinued.
  • Provided local-access URLs (http://192.168.1.1, http://myrouter.local).
  • Attempted to guide customer through HTTPS security bypass.
  • Suggested checking password case sensitivity.
  • Asked about purchase receipt to verify warranty.
Key Observations
  • Agent stated that changing the remote-access email requires a factory reset — this is factually incorrect per linksys_cloud_account.md.
  • Agent falsely claimed the Linksys Smart Wi-Fi website has been discontinued — contradicts KB documentation.
  • Agent failed to guide the customer to https://linksyssmartwifi.com to change the email, which is the correct method.
  • No attempt was made to troubleshoot the local login failure beyond basic password entry advice.
  • Warranty status was not confirmed, and no serial number was collected despite discussing paid support.
  • Call ended without a clear resolution path, escalation, or follow-up.
Positive Highlights
  • Acknowledged the customer's issue and repeated it back for confirmation.
  • Provided the correct local-access URLs (http://192.168.1.1 and http://myrouter.local).
  • Attempted to explain HTTPS security warnings for local access.
Agent Errors / Gaps
  • Incorrectly stated that changing the cloud account email requires a factory reset (KB: use https://linksyssmartwifi.com).
  • Falsely claimed the Linksys Smart Wi-Fi website has been discontinued.
  • Failed to provide the correct procedure for changing the cloud account email.
  • Did not troubleshoot the local login issue beyond suggesting password re-entry.
  • Did not collect serial number or confirm warranty status before discussing paid support.
  • Did not offer a valid next step or escalation path.
  • Provided confusing guidance about URL syntax (e.g., 'colon two forward slash').

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer wanted to change the email associated with the router; agent confirmed it required a factory reset but did not guide the customer through it, and the issue remained unresolved at call end.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent confirmed current email and suggested factory reset, but did not troubleshoot the login issue or offer the five-digit recovery key method, stopping short of full resolution.
R3 Partially Met Correct resolution path conf 91%
Factory reset is the correct path to change the cloud account email per KB, but agent derailed into warranty and paid support discussion unnecessarily.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified the symptom (can't change email) and correctly concluded factory reset is required, but did not diagnose the login failure or ask for admin password details.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent did not use remote tools, but correctly accessed account records to verify current email; however, failed to suggest the five-digit recovery key, a valid tool for password recovery.
T3 Partially Met No misinformation conf 90%
Correctly stated factory reset is needed to change email, but inaccurately claimed 'Linksys Smart Wi-Fi website has been discontinued' — it is still active for remote access.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent acknowledged the request and provided some direction, but lost control by shifting to warranty and cost topics without re-centering on the core issue.
C2 Partially Met Confirmed understanding conf 91%
Used simple terms for URLs and access types, but introduced confusion with HTTPS security warning explanation and did not confirm understanding of local vs. cloud login.
Customer Ownership
O1 Partially Met Ownership & empathy conf 93%
Agent stayed on the call and attempted resolution, but shifted ownership to customer by focusing on receipt and paid support instead of solving login issue.
O2 Not Met Proactive follow-through conf 97%
No clear next steps given; agent did not outline how to perform factory reset or recover password, and call ended without action plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was performed, and the issue was within L1 scope (login and account change guidance), so decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 94%
Agent remained polite but did not acknowledge customer frustration over password failure or confusion; instead pivoted to warranty and cost, missing empathy opportunity.
X2 Partially Met Tone & rapport conf 93%
Maintained steady tone but failed to adapt when customer showed confusion on URL format and login failure; continued with unrelated warranty discussion.
X3 Not Met Overall experience conf 96%
Increased customer effort by asking for receipt, introducing paid support, and providing unclear login instructions, creating unnecessary obstacles.
Call Transcript35 turns · 39 lines
Speaker 2
Welcome to links populate. 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.
00:00
Speaker 1
[silence] Author indicate there. Hi there. My name's Bill. I've got a MR20MS router, and I am switching out all of my email accounts, and I'm trying my darnest to find out how I can change the email address set up in my router. [silence]
12:00
Speaker 2
Okay, thank you for calling sis, my name is Rachel. And how may I assist you today? Mm-hmm. Mm-hmm. All right, let me make sure I got it correct, you see, we would like to change the email address associated to your account.
18:00
Speaker 1
[silence] [silence] um. I would like to know, so am I doing this through the router or am I logging into something out in the net to make that change? [silence] Oh, it's yeah, it's it's um oh, everything I wanted to do, I'm just I'm leaving one um domain, one one email provider and I wanted to so I'm trying to just trying to figure out how to replace just the just the email address, not the password, etcetera.
19:00
Speaker 2
your router with the Linksys Smart Wi-Fi account, right? Your chain. Okay. Actually, the email is, um, the email for remote access. And just to provide you a heads up, in changing an email, uh, let me check it. Darelle, are you right now, is it working fine and online? [silence] Okay, guess the, the only what. Bayou. Bayou. Okay, I could check it from here. Uhm, may have your email address.
19:00
Speaker 1
it's. Yeah, hold on one quick second. I'm just going to. It is bex, B-E-X, D-O-T, W-E-B, AT, G-M-A-I-L. Great, wonderful. rats. okay. [silence]
21:00
Speaker 2
registered here, current email. Okay. All right, let me check it from here. All right. So it's actually showing our record and upon double checking it here, yes, this is the email that is associated to your link head router. So this is. If you'd like to change this one, you will need to reset the router back to factory settings, reset it up, and use the new email. Actually email is used for remote access and [silence]
21:00
Speaker 1
oh oh okay all right so you're saying you're saying the email the email is to is to register or to set up an account on the Linksys webpage correct it's not necessary it's not necessary okay so it's not necessary to run the router make any changes to the router settings so on and so forth
22:00
Speaker 2
Possibly that actually we already have like an update with the Linksys smart Wi Fi account. Website has been discontinued. So it might be that you will have issues on adding a new account. Uh since anyways, um no worries if you're not using an email, you can actually log in your router using local access, just the router password. That's the um most secured option to log in. Yes. Yes. For user main access access. Yes. Yes, for the email.
22:00
Speaker 1
Okay. So, all right. I'm tracking you there and that sounded great for me because I, well, unless someone... Yeah, part of it, I just, I want to get rid of that account. I'm sorry? What did you just say?
23:00
Speaker 2
You can still login into your router using local access using the ip address or the my router.local. It's not, not necessary. If you'd like to get rid of this account, it's actually not necessary to use this email, since it's only used for remote access and logging into Linksys smart Wi-Fi account. So it's not really that important if you're not really using the remote access. But as, as long as the router is online and connected, solid blue, you can still log into the router settings like if in the future you want to.
23:00
Speaker 1
Right, right. Okay, um, so, I understand exactly what you're saying is, we'd need an email and a password to do, uh, to have remote access to the router, correct? Okay, since I don't need that for now, I might never need that. We'll set that aside. So, um, I did see the local access, and that would basically be the email account or the email, uh, the email IP address. Yeah, so, let me get into, all right, so, um, let me go back here. So, if I click on router [silence] [music]
24:00
Speaker 2
Yes. That's correct. Your option, your option to login. That's correct.
24:00
Speaker 1
Tell me what I got. So I basically have 192.168.1.1. That would be my local or and that's for. So I'm using so I'm using the LAN address, not the the LAN address, correct? Got it. So if I were to do that, I do, um, backslash, backslash and then that IP address, correct? 2.168.1.1. Boom. Oh. What the heck? That's wrong. So I got to go backslash that way. Oh. I can't tell slash versus the backslash. So.
25:00
Speaker 2
Yes. My realtor.local, the other one. Yes, that's right. Yes.
25:00
Speaker 1
Hold on a second. Cause... Right, that's, that's the one I want, but yeah. So, yeah. I was trying to give me a web page. So 192. And dot one. Shoot. I don't want. So, if I click on... Why is it finding file? Shoot. Oh, hold on. It's not HTTP in this address, correct? Isn't it just the address straight out? I
26:00
Speaker 2
Excel forward slash, I think that's the one with the, the question mark from the keyboard. Aha. Okay. You can add HTTP or the
26:00
Speaker 1
Okay. So, potential security risk ahead. So, um, So it's basically saying go back is recommended. So it, [silence] Okay. Um, So I'm so basically I have go back or advance.
27:00
Speaker 2
http https then colon two forward slash you can actually like bypass the reason why that is showing it's because the browser synced that the https or means the local access is a website but technically it's not so you're still secured in accessing your router's settings something to do with the browser certificate so you can proceed you can click advanced then check if there's option for continue
27:00
Speaker 1
[silence]
28:00
Speaker 2
Proceed. Proceed. And quickly, Ha. you can actually use your MacBook just keep continue to linking system. You should be able to the see the login page or sign-in page okay. And that will. will. yeah, that will apply your router password. If you have not created a router password before by default, the router password.
28:00
Speaker 1
Yeah. Yeah. I I did already have that set up. So I'm just gonna give that a shot. Bingo. Sign in. Invalid. Oh, come on. No, it's not an invalid password. Oh, my God. Well, shit. Oh, my gosh. I one thing part of me is so I have I in my password vault, I have Linksys router and there's the password and I know exactly, I know this is it. And I copy it and I go to this page and it says, yeah, wrong. Hold on. Let me try one more time. Yeah.
29:00
Speaker 2
admin, okay so you may enter your your your username, make sure it entered all, all, all small letters, okay, okay i guess is there to a three a
29:00
Speaker 1
Yeah it's oh my god I guess I'm not going to do anything the router's up I just if this crashes I guess I'm gonna have to call you guys again I I'm dang it about less than six [silence]
30:00
Speaker 2
types of password for your uplinkcess, Wi-Fi password, to connect the devices to the wifi, your links of smart Wi-Fi accounts, that's the second one. Third one, that's the router password for local access. and they also, how long you've been using your linksis router, like how many months already, [silence] they still have the receipt for your router where did you purchase it, because I'm going to update your links your warranty end support here. It has one year, one year of free technical support. code that we can update it in the future. sure no problem no problem [silence] I see. Okay. Mm-hmm. Okay, no problem.
30:00
Speaker 1
[KEEP_UNCERTAIN] 2026. Oh God. return that. return that. All right, I gotta go back further, I guess. Holy God, I don't know where I fricking bought it. Oh. Yeah, I don't know how I'm going to find the receipt. I think I bought it from Best Buy. And it's yeah [silence].
33:00
Speaker 2
or Warren yeah from where what Best Buy? I figured okay how about if you able to find your receipt just feel free
33:00
Speaker 1
okay, that's great. Yeah, I'll just, I, I don't know where it's going to be. I'm going to have to I'm going to have to dig for it or, yeah, let me uh I'm going to uh, let's not go down that path right yet. I just I
34:00
Speaker 2
all right kids um all right yes please and for documentation purposes as well may may i know who's your internet service provider okay understand all right no problem and just to give you heads up bill in case um you're unable to provide receipt um for for our we may consider that your out of warranty and for our out of warranty devices if you uh going to ask for assistant for troubleshooting in the future you may need to uh we have a paid support for that like you ever would
34:00
Speaker 1
Right, I understand that but it's, it's so, but what you're saying after a year it's going a cost me. I understand that. Yeah, I don't know. All right, I'll, I'm gonna have to find out later, because it's just it's. All right, so because, because the router's working I there's really nothing else that we need to talk about. The route let me, I'm just going to check one more time to make sure that my router is up and working. And, um, and we'll go from there. Hold on.
35:00
Speaker 2
Cost fifteen dollars per troubleshooting session. Okay. Yes. Sure. No problem. So just in case you have already been 15 lines.
35:00
Speaker 1
It's the, the frustrating thing is there's only one, one device I have that has access to my router. Oh goodness. Yeah, it's showing that it's, that it's there. Let me, I'm, I'm just going to run an app and just make sure that it's, it's going to pick that up. Okay. Yeah, it's, um, I have a, my house, the, a music system that's using my router and with, with a NAS drive and it's working and I can, when I open up the, the router app, it's
36:00
Speaker 2
Okay. I see. Make sure your other device is connected to the same Wi-Fi network. Okay. Um, how does it how does it how does it eh
36:00
Speaker 1
It's showing that I have 14 devices connected. So, it's all, it's all connected. We'll go from there. I do know how to reset this whole thing. So, if I have to, I'll do that later. But we'll just, uh, we'll take it from there. Thanks about your help. I appreciate it. Bye Bye. Bye Bye.
37:00
Speaker 2
uh-huh. all right. your most welcome Bill and thank you once again for calling sis. bye bye
37:00