V2 Rubric Detail — f449bbe0-60db-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 12:42
Duration
23m 40s
Contact
Carl Thompson
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132390
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution0.94/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.86/5
Overall50.8% (+8.8)

V2 Grader Summary

The agent demonstrated ownership and empathy but failed to inform the customer about the official deprecation of the Linksys app and the recommended shift to web browser management per KB. While basic troubleshooting was attempted, the lack of reference to updated guidance and the suggestion of a full mesh reset without exhausting simpler alternatives resulted in a partial resolution. Communication issues and increased customer effort further limited effectiveness.

V1 Case Analysis

Customer reports Linksys app error 2123; app reinstall attempts failed; advised to reboot mesh at convenience; ticket 132390 created.

Troubleshooting Steps
  • Collected serial number and contact information
  • Guided customer to uninstall and reinstall the Linksys app on multiple devices
  • Confirmed mobile data was off and Wi-Fi was active
  • Attempted login via web interface (192.168.1.1), reproducing error 2123
Key Observations
  • Agent misidentified the router model as 'SPN MX42' at [05:00], despite customer stating 'Velop AX4200' at [04:00].
  • Agent incorrectly instructed customer to uninstall a 'Linux app' at [06:00], irrelevant to customer's iOS/Android devices.
  • Agent did not mention the KB-documented workaround for error 2123: accessing the admin UI via http://myrouter.local or http://linksyssmartwifi.com.
  • Agent placed customer on hold for ~2 minutes [12:00–14:00] without explanation or progress.
  • Call ended without confirming resolution, relying only on a future reboot and callback.
Positive Highlights
  • Collected serial number and contact details promptly at [03:00–04:00].
  • Verified customer's network connection by checking mobile data and Wi-Fi settings.
  • Provided a ticket number (132390) for follow-up and acknowledged customer inconvenience.
Agent Errors / Gaps
  • Incorrect model identification ('SPN MX42') at [05:00].
  • Irrelevant instruction to uninstall a Linux app at [06:00].
  • Failure to apply the KB-documented direct-URL workaround for error 2123.
  • Placing customer on hold for 2 minutes without progress or explanation.
  • Providing vague, non-actionable guidance without verifying outcome after troubleshooting steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent suggested reboot and full reset but issue persisted; no resolution achieved and customer left without a working solution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided through app reinstall and web access, but skipped key diagnostics like firmware check or app version, which are in KB for app issues.
R3 Not Met Correct resolution path conf 95%
Agent did not inform customer about the official deprecation of the Linksys app per KB universal_app_transition_notice.md, nor direct them to use web browser management as the recommended method.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified app error messages but failed to ask about iOS version, app version, or whether customer had tried browser management, missing logical diagnostic steps.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used web interface but did not check firmware version or logs; missed opportunity to use KB resources to explain app deprecation and transition to browser.
T3 Partially Met No misinformation conf 80%
Agent gave correct steps for app reinstall and web login, but referred to 'Linux app' and 'lynksys' — likely ASR/accent issues, but 'Linux app' is materially incorrect and misleading.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent placed customer on hold and provided ticket number, but did not set clear expectations for callback timing or next actions after reboot.
C2 Partially Met Confirmed understanding conf 80%
Agent used incorrect term 'Linux app' and inconsistent naming ('lynksys'), but otherwise adapted to customer's level; customer followed instructions despite confusion.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case, did not transfer, stayed on call, and provided ticket for continuity — demonstrated ownership despite unresolved issue.
O2 Partially Met Proactive follow-through conf 85%
Agent provided ticket number but no specific timeline for callback or resolution; next steps were vague ('call us back at your convenience').
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — app issue is within L1 scope; agent made appropriate decision not to escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized multiple times, acknowledged inconvenience, and remained polite and empathetic throughout.
X2 Partially Met Tone & rapport conf 85%
Agent maintained engagement but used confusing terminology; customer had to clarify steps, indicating minor disengagement due to communication.
X3 Not Met Overall experience conf 90%
Customer repeated app uninstall/reinstall on multiple devices, stayed on hold, and was told to later reboot entire mesh — all without resolution, increasing effort.
Call Transcript40 turns · 43 lines
Speaker 1
Oh, hi there. Um, basically, I've got internet, internet's working, Wi-Fi is working perfectly, but the Linksys app is having a problem. Now, I've encountered this problem for about two weeks now. Um, but because my family, the majority of us work from home, um, I haven't had the time to, to fully resolve it. But basically, um, if I go into the app, um, I quickly get a message saying, uh, we've encountered, uh, a problem. Please restart router. Uh, sometimes I get a different message. It says, unexpected error, try one of the following three. Um, now, I I've tried everything. I have a [silence]
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. This is Regina. Can I help you today?
00:00
Speaker 1
I've restarted, I've unplugged, I've done everything I possibly can over the last two weeks, but of no avail. Um, what, what's interesting about the app is it's saying that there are no devices connected, none whatsoever. But that's not correct, because I've got about five or six nodes, we've got full Wi-Fi throughout the house. The Wi-Fi's working perfectly. It's purely the app. And what I've tried to do is I have unloaded the app, and then reloaded it. I've changed passwords. I've done everything I can, because it just seems to me that there's there's a glitch in terms of the router speaking to the app, and I'm just trying to reset that glitch. But, I have to say, today would be a little bit difficult if I had to restart the router, because at the moment I've got a couple of people on on calls at the moment, on internet calls. But are you aware of this? Is there a way I can effectively reboot the app? So, because, as I say, the the Wi-Fi's perfect, the internet is perfect. I've got, you know, 600, 700 MB uh, bits per second throughout the entire house, it's just the app that's the problem. It's the first time I've called Linksys support, yes, I did call my uh internet provider just to see if it was something that they had come across, but it's the first time I've spoken to Linksys support. Uh yeah sure. It's Carl Thompson. Sorry? Sorry. No, no, apologies. It's C-A-R-L. Carl. Yeah. Uh it's this one. So it's 07572375463.
01:00
Speaker 2
Okay, so I totally understand your concern, sure, and I really apologize for that inconvenience. But is this your first time calling us for support? May I know your first name and last name? C O L E. Your first name is Cole, C O L E. Sorry. Carl Thumson. And your callback number? [silence]
02:00
Speaker 1
852 652 98 2 so it's all lowercase Karl Philip with 1l Carl Philip Thompson at gmail.com that's it yeah so bear with me one second one two three I've got six I've got six nodes in total yes yeah so [ silence ]
03:00
Speaker 2
and our email? Okay, Let me just spell it. quick so it's c-a-r-l-c-h-i-l-i-p-e-h-o-m-p-s-o-n at gmail.com. And how many links as router do you have curl? So you have six links as devices. Can you please provide the serial number of the main router? [silence]
03:00
Speaker 1
just so you know, they're the Velop, AX4200, but that's what they all are. Sure. Okay, let's have a look. Serial number. Right are you ready? I've got it here. Okay, so, 56FS20M15D01239. Sorry, I was just going to read it out again for you, but if you want to read it back to me, that's fine. Yep. Yep.
04:00
Speaker 2
okay so the serial number is labeled on the bottom of the parent node or main router. Yes. okay. 5 6 Go ahead. Yeah, it's okay. So let me just do it for you using phonetics to verify. It's 5 6 letter S for Sam. 2 0 and for Michael. 1 5 D for Delta. 0.
04:00
Speaker 1
Correct. Yes, that's it. Yes, I'm just looking at, yes, yes it is, yes, yes. True speed. Yes, so they provided the first, I think, three, and then I've basically added myself the remaining. Yeah, I [silence]
05:00
Speaker 2
I one two three nine okay so the model number of your Linksys router is SPN MX42 right and who is your Internet Service provider true speed and your Linksys router are bundled by your community uh Internet Service provider true speed I see now can you please try to delete or uninstall the Linksys app
05:00
Speaker 1
I've done that about six times. Just through the internet. I've done that as well and it said, right, the message I got last time. So this is just using the, so this is outside of the app. It was just going through the web and I got into it so far and then just said, we've experienced an error. Please call your technicians if this continues. Please call for technical assistance if this continues. And that was using just the web browser route. [silence]
06:00
Speaker 2
And then try to log in locally by using your router password. [silence] okay, so since you called us, how about, let me guide you on how to do it yourself, mainly uninstall and reinstall your Linux app, please.
06:00
Speaker 1
Sorry, do you want me to do this right right now? while I'm on the phone? Yeah, can you bear with me one second, then? Because, I mean, what I was thinking is that, because I've got so many um, so I've got I've got a number of phones, and I've got iPads, and I mean, I did go around them all trying to uninstall the Liensys app to them all, but I mean, I'm thinking that somehow I I'm not fully um, you know, effectively um getting rid of whatever it's called is it the cache or whatever? Um and and and for some reason every time I go back in and upload the new a new uh Liens app, it it's taking me back to what it knew. So, right, okay, so I've got my iPad open now. So, um, Oh, of course. This is the one that I've taken Liensys app off. Um, right, look, you'll have to forgive me. Because I've got the Linksys app on the phone, which is what I'm speaking to you through. So, should I just put you on speaker? Yeah? Yeah? Right. Okay, if you can hear me. Can you hear me? Yeah, okay. Right, just bear with me now. So, um, so do I click onto the Linksys app? Okay. Right, okay, right. Delete that. Okay, right. I t-it looks as if I've deleted the app.
07:00
Speaker 2
[silence] yeah it's okay yeah it's okay Yeah I can hear you [silence] yes [silence] [silence] delete the app
08:00
Speaker 1
OK. Now, let me just tell you. So I'm going back into the App Store. I go into Linksys and it's immediately taking me to um I don't know if you you're familiar with uh Apple, but basically it's suggesting that it's already in the cloud. And I think that's part of the problem. I I I need to install it not from the cloud because presumably if I'm installing from the cloud, I'm just reinstalling what's recorded. So how do I stop that? Because I think that's actually the problem, isn't it? Yes. Sorry. So what I'm saying is,
09:00
Speaker 2
and then calmly
09:00
Speaker 1
If I reinstall it, I'm just reinstalling it from the cloud, which presumably will have saved all the data that's causing the problem. It is. But if I go into the App Store, and I've just typed in Linksys, it takes me to the correct Linksys app. And rather than being given the choice to install, it just gives me a picture of the cloud with the arrow pointing downwards, which suggests that it is, yes. So, you you you want me to, yeah, you want me to press that? Yep. Okay. Right. Okay.
10:00
Speaker 2
Yeah, but make sure that you're going to use, uh, your, your phone is connected to your network located. Is that an iPhone? Okay. It's actually a icon to download the app, sir. It's a download icon. Now, you need to click the cloud to download this, to download the link such app.
10:00
Speaker 1
doing that. Okay. Should I press Open? Okay. Right. So I'm now into the login page and in the past, whenever I logged in, I used the router password to log in. Okay. Okay. And then... okay. We log in. Okay. So, yeah I get the same message. Restart Router, we've encountered a problem. Please use the button below to restart your network.
11:00
Speaker 2
Yes, open. Yes, so manage your Wi-Fi and then use your router password to log in. [silence]
11:00
Speaker 1
And then in the background you can see that there are no devices connected. Okay. Okay. Thank you.
12:00
Speaker 2
I do I really apologize for the inconvenience sure but allow me to hold this call three to five minutes to our resources and my end. Please stay on the other line. I will be right back. Thank you. [silence]
12:00
Speaker 1
Okay. Yes, I am. Yes, it definitely is because I've got a very, very bad mobile signal where I live and I use Wi-Fi to make calls.
14:00
Speaker 2
so Carl I think so Evi check if your phone or your iPhone is currently connected to your lynx is network how about the cellular data is it I off yes make sure your mobile data is turned off
14:00
Speaker 1
It's turned off now. [silence]
15:00
Speaker 2
you can also try to turn off and turn on your Wi-Fi and then reconnect to your Wi-Fi or your network, and let's proceed to access the Linksys app if we're going to encounter the same error. Just the Wi-Fi on your phone. Okay, so it's okay. So we need to make sure that your mobile data is turned off. Try to turn it off and turn it on your Wi-Fi on your iPhone, not your Linksys router. And then kindly proceed to access the Linksys app.
15:00
Speaker 1
Sorry, if I turn my Wi-Fi off momentarily, won't this call end? Because I'm using Wi-Fi to make this call. yeah. I've got an iPad right next to me. So, um just bear with me. So should I download the Linksys app onto this iPad? Okay. Right.
16:00
Speaker 2
then select your Wi-Fi name and then enter your Wi-Fi password. Are you on a Wi-Fi call? Oops. Yes, I Okay, let's try to use a different device. Do you have a different phone tablet, an iPad which we can use to access on the Linksys app? Okay. Yes, please.
16:00
Speaker 1
I'm just gonna type in my password, so router password. Yeah, exactly the same message. Restart your router, we've encountered a problem, please use the button below to restart your network. And in the background, I can see that it's saying that no devices are connected. it says no devices connected to your Wi-Fi. go to devices, settings Well, that's just not correct, everything is connected, including this IPad and phone. mobile data is turned off. No, but can I go through my IPad? Yeah. Well, no, I Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
17:00
Speaker 2
Oh, OK, So the mobile data source already turned off on that, iPad. How about let's proceed to access the web interface of your network sir? Let's check and verify the firmware version of your Linksys router. Do you have a computer or a laptop? yeah, yeah. Sure. So let's proceed to use your iPad. Open a browser, touch Google. Then on the address bar or URL bar, type 192.
18:00
Speaker 1
mine too. yeah. right, shall I just press continue to Linksys Smart Wi-Fi? that should continue to... okay. right, sign in, log in with your router password. I'm logging, yes. [silence]
19:00
Speaker 2
okay so you currently on a page that shows keep your Wi-Fi handy, correct?
19:00
Speaker 1
right unexpected error 2123 we've encountered an unexpected error if the issue continues please visit our technical support site [silence] right [silence] yep
20:00
Speaker 2
Okay. So, I do really apologize for the inconvenience caused, but regarding with this error, which is unexpected error two one two three, it's really recommended to reboot the router, and as of the moment, I know that we cannot proceed to do that since there's a lot or, there's many people that currently connected to it. So, maybe at your convenience time, you can try to reboot your Linksys mesh system. You can also include the modem.
20:00
Speaker 1
yeah, okay. Okay. Okay. Yeah. Yeah. So, so I get that. So would you recommend I disconnect the entire mesh and just start one by one and then add the nodes subsequently. But basically, reboot all six. Perfect. Perfect. [silence]
21:00
Speaker 2
and then check if you're still encountering the same error message because if still persists, it's really recommended to reset and reconfigure your lynksys mesh system. Yeah, we can try to restart your lynksymesh system first, but how about this one, Carl? At your convenience, or your vacant time, feel free to call us back so that we can assist you further. So let me provide you our ticket number so that the next technician can quickly access your information. Okay, so your ticket number is 132390.
21:00
Speaker 1
one, three, two, three. Perfect. Okay. Okay. All right. Um, let, let me do that when everybody else doesn't need to be on the computer. So I'll try and reboot. um, and then, I mean, there's no chance of me having just too many nodes, is there? And that's what's thrown things out of kilter. Yeah. Okay. Okay. Well, um, let's try that. I have to say, over the last two weeks, I have rebooted a number of occasions and it just hasn't worked.
22:00
Speaker 2
One, three, two, three, 9-0. So, yeah, because if you're going to reboot the main router, so the other child nodes or your child nodes will disconnect on Carl, including your devices connected to your Linksys network.
22:00
Speaker 1
Okay. Yep. Okay. That's what I'll do. All right then. Okay. thank you. Now, bye bye.
23:00
Speaker 2
Yes. So since you tried to reset your link a mesh system and it still doesn't work, so there's a possibly that it's rarely, or you really need to reset and reconfigure your link a mesh system. But to assist you further, please feel free to call us back and provide the ticket number that I provided earlier, okay? So, thank you so much, Carl for your time and have a great day. Bye.
23:00