V2 Rubric Detail — fb3cf7be-7ee0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 17:33
Duration
35m 25s
Contact
636-259-6732
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136910
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). 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
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent never resolved the customer's inability to log into the Linksys app or associate the router, provided inaccurate technical guidance, and failed to perform any systematic troubleshooting or escalation. Communication was unclear, empathy was lacking, and no concrete next steps were set, resulting in an unresolved call.

V1 Case Analysis

Customer unable to associate MR7350 router with Linksys Smart Wi-Fi account due to forgotten router admin password. Agent provided incorrect guidance (Wi-Fi password ≠ router password) and failed to direct customer to local web interface or recovery key process. Call ended unresolved.

Troubleshooting Steps
  • Collected customer name, email, phone number, and serial number
  • Confirmed router model (MR7350)
  • Repeatedly suggested uninstalling and reinstalling the Linksys app
  • Provided contradictory information about router vs. Wi-Fi password
  • Failed to guide customer to local web interface or recovery key process
Key Observations
  • Agent incorrectly suggested the Wi-Fi password could be used as the router admin password ([29:00]), which is false for MR7350 (default admin password is 'admin').
  • Agent failed to direct customer to the local web interface (192.168.1.1 or myrouter.local) for reliable access and password recovery.
  • Agent did not mention the five-digit recovery key process, the correct non-destructive method for password recovery on this model.
  • Agent repeatedly recommended app reinstallation ([04:00], [14:00], [15:00]) without addressing the root cause (forgotten admin password).
  • Agent provided mixed messages about router vs. Wi-Fi password ([22:00]), confusing the customer further.
  • No valid next step, escalation, or self-help resource was offered.
Positive Highlights
  • Collected customer name, email, phone number, and serial number accurately.
  • Confirmed the product model as MR7350 correctly.
Agent Errors / Gaps
  • Provided materially incorrect technical advice by suggesting the Wi-Fi password could be used as the router admin password ([29:00]). This contradicts the KB (universal_password_login.md), which states the default router admin password is 'admin' for most models, including MR7350.
  • Failed to follow correct password recovery protocol. The agent did not guide the customer to the local web interface (192.168.1.1 or myrouter.local) or the 'Forgot password' flow using the five-digit recovery key, as documented in linksys_now_login_admin.md and universal_password_login.md.
  • Repeatedly recommended app reinstallation as a solution, creating a wasteful loop without progress. This does not address the root cause (forgotten admin password).
  • Did not verify whether the customer could access the router locally via a web browser, a critical step for password recovery.
  • Gave contradictory information about the relationship between router admin password and Wi-Fi password ([22:00]), which is clearly documented in universal_password_login.md.
  • Did not offer any valid next step, escalation, or self-help resource, leaving the customer without a path forward.
  • Failed to collect or use the recovery key information, which was visible on the router label and critical for recovery (universal_password_login.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer explicitly states 'I'm giving up' and 'I'm unable to associate my router with my account' — no resolution achieved.
R2 Not Met Diagnostic thoroughness conf 96%
Agent only told the customer to uninstall/reinstall the app and try the router password, without any systematic troubleshooting (no check of local web UI, recovery key, LED status, etc.).
R3 Not Met Correct resolution path conf 95%
Agent persisted with the app‑only approach even after the customer repeatedly failed, instead of offering alternative local login or password‑reset procedures.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions were asked about the router’s current state, whether the customer had ever logged in locally, or what the recovery key is.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (web UI, remote session, logs, recovery‑key lookup) were used; the agent relied solely on verbal suggestions.
T3 Not Met No misinformation conf 98%
Agent incorrectly stated that the router password is the Wi‑Fi password, which contradicts the Linksys KB (router admin password is separate).
Communication
C1 Not Met Clear & professional language conf 94%
The call lacked clear framing, transitions, or control; there were many long silences and the agent kept looping on the same suggestion.
C2 Not Met Confirmed understanding conf 95%
Agent used vague instructions, did not confirm the customer’s understanding, and did not adjust language for the customer’s confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership of the problem; instead they repeatedly told the customer to reinstall the app and did not follow through on a solution.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps or timeline were set; the agent never gave a plan to resolve the login issue.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
The issue remained unresolved and the agent never escalated despite repeated failure to log the customer in.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered minimal empathy; the only apology was “I don’t really apologize,” and the tone remained procedural rather than supportive.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to the customer’s frustration or repeated confusion; instructions remained the same and were not re‑phrased.
X3 Not Met Overall experience conf 96%
Customer was forced to repeatedly uninstall/reinstall the app and re‑enter passwords, increasing effort without any simplification.
Call Transcript51 turns · 61 lines
Speaker 1
[KEEP_UNCERTAIN] [silence] [silence] Hi, I'm trying to uh I've had this Linksys, I've had this router for a few years and I was trying to set up, you know, like an account where I can look at it and whatever, you know, change setting. I'm trying to find usage is what I'm trying to do. I didn't know if that was on there or not. And um I'm unable to sign in on my computer and I'm unable to sign in on the app.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling, Linksys. This is Regina going to help you today. [silence]
00:00
Speaker 1
Oh, let's not, let's see what I'm, I'm getting a different page now. I've lost the page I was getting. Um, well the page I have now says, you haven't added a router or mesh Wi-Fi system to your account. So I must be signed in my account or wouldn't be telling me that and it says, uh, add an existing router or set up a new router. And I clicked add an existing, should I be clicking add a, set up a new router? Brian Brown. B-r-i-a-n.
01:00
Speaker 2
So you're calling read my Okay. But before that, may I know your first name and last name? So your first name spells as B-R-Y-A-N. Okay, [silence]
01:00
Speaker 1
Ron Brown B-R-O-W-N 636-2 596-732 it is Bob B-L-O-U-B as in boy R N as in Nancy at AOL.com yes yes serial number okay I got that wrote down here serial number 3 3 C as in Charlie 1 0 M as in Mary 2 7 C as in Charlie
02:00
Speaker 2
And can you spell for me your last name? And your callback number? How about your email? And what many links to that router do you have, Brian? One. Can you please provide a serial number? in the model number of your Linksys router is MR7350, right? And who is your internet service provider? Okay. What is the light indicator of the router, sir? Is it solid blue? Okay. Now kindly go back. Force close and reopen the Linksys app. Now I will guide you in how to log in. All let's check. What is the error? Force close. Yeah. Exactly.
02:00
Speaker 1
Logging out. Okay. Uh, now I have a page that says log in. Should I stay there or get rid of that page too? Okay, should I hit the login key? Okay. Okay. Router or password. Okay. Well, it's not, it's not doing that. Router. Password. Okay, it won't let me do that. Okay. Maybe I need to close this completely. Get that out of there and then I gotta find it. Okay. Care with me a minute, please. I'm trying to get back. I'm I'm not. Super.
04:00
Speaker 2
There are two options in how to log in. First, it will ask you for an email and password and then router, right? Email, router, and skip for now. [silence] Yes, but select router. Router password to log in. Or try to uninstall and reinstall the Linksys app, and let's start from the beginning. Again, search for links of Linksys Smart Wi-Fi management. Yes. Or Delete.
04:00
Speaker 1
I'll see all apps. Linksys, linksys, okay. Uninstall. Okay. Got it uninstalled. Now I got to reinstall it. Is that what you said? Um. How do I do that? I got to. Google linksys. Okay. I saw that on here somewhere. I know that's a play store. Okay.
06:00
Speaker 2
okay. Yes. Yeah. Google or app store, Play Store.
06:00
Speaker 1
Well, oh, that password, okay. I'm sorry. I'm just not great at this, but I'm working on it uh do uh Do I? Well, I've got to get back. I gotta go back
07:00
Speaker 2
Okay, so did you try to log in using router password? But the words are, if you forgot your Wi-Fi password, just click reset or forgot password to create a new...
07:00
Speaker 1
I have to get back to the app first, right? Okay, I haven't got that far yet. When I went to Play Store, it said me to use a password and I'm not sure what that password is for this account. Um, I mean, come on, I gotta find my password. Uh, ID where is it, right there? My brain is about to be overloaded here. Um, Oh, I know what I need to do. Okay. I'm gonna go here.
08:00
Speaker 2
Yes, is this your first time downloading the app? Okay.
08:00
Speaker 1
Gotta go. Okay. All right. I just want to... Okay, now, now I go back to that page. Okay. Okay, I made it to the Play Store. Now I'm looking for, um, I've got to find the app. How do I find the app? I'm going to type in something, somewhere. Search. That'll say it. Okay, I'm looking for Linksys. Search Linksys. Okay, Linksys development. Linksys one.
09:00
Speaker 2
Yeah, go to the link with Linksys Smart Wi-Fi. [silence] Look up this link, it's an app. [silence]
10:00
Speaker 1
But, my thing that pops up says Linksys and then that's the name of the app. It doesn't say anything else. Okay, okay, we'll try on this one. Each downloading I think. Okay, open. Looks the same. Okay. So, I'm on this first page it takes me to and my choice is log in or
11:00
Speaker 2
Like you want to do smart Wi-Fi management like that which again is okay. So make sure to download the Apt.
11:00
Speaker 1
Have a new links as product launch setup. I wanna login. Okay. Login. Okay, now I got a different page. Using router password. Okay. Open your phone's settings, find the tab on Wi-Fi. On your WiFi. Let's select your router, right. My name and enter the Wi-Fi password. Well, I think I was. I'm gonna I'm headed back there now. Come on, where is that? That's up here. Okay. Uh, yes, I am connected to my link Sys router. Okay. And it says, open your phone's settings, find and tap Wi-Fi. On your Wi-Fi list, select your routers Well, wait a minute. Something just changed.
12:00
Speaker 2
Well, then. guessing you're not connected,
12:00
Speaker 1
The screen went blank. My screen went blank. What's this here? Okay. Get rid of that. Oh, come on. Quit, quit, quit. Okay. The link. The Linksys router page that was saying sign in, it just went completely blank. So I'm gonna close that and try to go back to it. [silence] Okay. Log in. Open your phone settings. Try again. Open your phone setting, find and tap on Wi-Fi. On your Wi-Fi list, select the router's Wi-Fi name and enter your Wi-Fi password. Do you think I need to? sign out of my router and back in? I mean, sign out of my website? Turn it off and on. Okay, turned it off. Oh. I don't want to touch that button. Where did I go? I go. okay, come on. Okay. Turn it back on. Okay. It's back on. I'm on that same screen, and it's gone to nothing but a black screen and they're way I can do this on a on a PC, is there? Try what?
13:00
Speaker 2
Maybe just on and off your Wi-Fi or it's right to reconnect. I know you cannot try to proceed share if this the latest Linux app. Delete that one again and try to make. [silence]
14:00
Speaker 1
OK Delete the links as the link delete the link of this app again, okay uninstalling again, OK going back to the play store Am I spelling it wrong, okay maybe I'm spelling it
15:00
Speaker 2
Make sure that you download the latest Linksys app or the links, the one of the latest app version. And then check if there are other options for an app for you to download. Look for the Linksys Smart Wi-Fi management.
15:00
Speaker 1
All I am saying is the same thing that I have uninstalled. Yeah, I'm putting it back in again. Oh my goodness. Well, here's my question while I'm waiting for this to install again. When I get onto the Linksys app, is there anywhere that that can show me how much data usage I've been using through my router?
16:00
Speaker 2
No, we don't have the option to do that, sir, because it is actually based on your internet plan, so Spectrum might have the option to check that.
16:00
Speaker 1
Well I checked with Spectrum and they couldn't tell me and so they told me that it was possibly could be in my Um Linksys. My Linksys account might have that information is what they told me. But in some But in some They're loading that it seemed to be pretty slow. Okay. Open. I'm not having much luck with this. Allow Link to access your device's location. That's fine. Login with a router password. And it's taken me back to this Oh now. It took me to that screen about logging in and then that went away. When that went away I have a. [silence]
17:00
Speaker 2
I don't really apologize, but we don't have the option to do that because your Wi-Fi or data was dissipated by your other device or distributed.
17:00
Speaker 1
blank screen now no I don't have a different phone huh? Say that again. No, I don't. I have a laptop. I have a PC, a desktop PC, and I have a laptop and I have a phone. I didn't understand what you just told me.
18:00
Speaker 2
do you have other phone or iPad, try to use a different phone or iPad or tablet. How about a tablet? Because if the Linksys app doesn't work with your phone, you can still access the web interface using your computer. Yeah, we can still manage your router settings right through the web interface.
18:00
Speaker 1
I don't know what that means. So, um, when I am on my desktop, I am on a page that says Linksys Smart Wi-Fi, sign in, log in with your router password. And then it says, we recommend using the app, then it says Access V-E-L-O-P and then show me, show me your password. And then make one up. So I have to do that, one sec. Then it says set the password. Are you serious? Oh man, this is terrible. Ok, let's try this again, IP address of 192.168.1.1 OH that's what I wanted. Ok, making some progress. Ok, this is still a long way to go. oh my gosh, I can't believe this. [silence]
19:00
Speaker 2
not just by the Linksys app. Yeah, but I guess in your case, might be you downloaded the old version for the Linksys app. That's why you're not able to log in. [silence] then log in using your router password. [silence]
19:00
Speaker 1
and down below that it says to log into your linksys smart Wi-Fi account, click here. And when I click there, I'm sorry. Okay. So, I don't know what that is. I don't know what my router password is. I have um um link. Okay, now I have a page that says Linksys smart Wi-Fi sign in. If you have not created an account, click create account, which I have, and I'm going to try to sign in there. And put in my username, my email address. Okay, I got an extra letter there. I won't ever work. And then my password, which is.
20:00
Speaker 2
Login using router password. type login using your router password. okay if you
20:00
Speaker 1
the password that I... [silence] created for this account, right? [silence] The connection is not secure. [silence] ok. Login is in here could be compromised. Ok. [silence] ok. Now, then I... [silence] ok. [silence] ok. Then I get a page that says, associate your Lynksys Wi-Fi account to your router. Enable your router [silence] associate router router password. [silence] So what do they mean by associate router? [silence]
21:00
Speaker 2
Okay. [silence] So you need to sign in so that we can associate your links as per the links account. But it asks you to log in using your router password, right? Then proceed to login, type.
21:00
Speaker 1
[KEEP_UNCERTAIN] Okay, is my router password the same as my login to the my account password? Or is my router pass, is my router password, the word, the, uh, password that I use when I'm hooking my, uh, internet up to the TV and stuff like that? [silence] Okay, it's my Wi-Fi password, like, if I was first hooking my phone up to my Wi-Fi that's going through my router, it's the password that I set up for that, correct? Well, I do not have that option here. It says
22:00
Speaker 2
your router password. [ silence] No, it's different. No, it's your Wi-Fi password. If you forgot your router password, you can click reset or Forgot Password to create a new one. [ silence] No, it's different [ silence ] Router password is different from your Wi-Fi password. You need to follow standard rule on creating a router password. [ silence] Sir, as what I mentioned, if you forgot it, just click reset or Forgot Password, create a new one. [ silence]
22:00
Speaker 1
it says, during setup, you created a router password. Please enter this password now. Associate your router to your Linksys account. This will enable you to securely login to your Linksys Wi-Fi account and access your home network from any browser connected to the Internet. And there's a box that says associate router, it says router password, login and it doesn't give me an option for forgot my password and if I click Put that in on sorry. yeah, there's nothing below that. That's all that is in the box. And what I just read to you that.
23:00
Speaker 2
How about below? Okay, just scroll down below. And do not login using your email, just login using router password. There are two options for now to login on the app. First is your email and password for your Linksys account. Second is the router password. Go back. [silence]
23:00
Speaker 1
Go back. Back! I can't go back. Okay. It says sign in page. It says, uh, it doesn't give me, it says log in with your Linksys account. Click to log in with your Linksys System rife account. Click here. It doesn't say any go back behind that. Okay. Uh, and, but the page before that is contact Linksys System Wi-Fi. So that's the when I go to Linksys System Wi-Fi, that is the first c. Sorry.
24:00
Speaker 2
ok go back yeah because when you're going if it is the right application sir you will it will ask for a for you to manage or set up a new product and when
24:00
Speaker 1
Okay. How do I find out what my router password is? I don't understand. If I've got to sign in with my email and my password for that, I don't have any record of any router password. Okay, hold on a minute. So the password on the bottom of the router is a bunch of weird letters and stuff. That's the one that I need to be putting in. Even though I changed it. The password I changed so that I can sign in. [silence]
25:00
Speaker 2
maybe you just forgot it. probably see that router password is the default admin or the password on the bottom of the router. so if it will not work, it isn't taking it. so it means you customized your own and just forgot it. you can try. no, so it's [silence] it's very weird [silence]
25:00
Speaker 1
OK. OK, wait a minute. What's this one? That says for local access. [silence] I'm sorry. We're having communication issues. [silence] Maybe I just don't understand what you're asking me. Let me try putting my router password in here where my email is. [silence] OK. No, that did not work, either. OK. [silence]
26:00
Speaker 2
If you change it, you need to use your customized router password to login. If you change it. [silence]
26:00
Speaker 1
I'm back to the same please it's wanting to it's wanting me to associate my router. And I get I can get signed into my account. I feel really stupid doing this because it's should be something simple. Okay, when I get signed into my account, I can get signed into my account. But then it wants me to the associate the router. Well, I didn't know it's now it's going in circles. Okay. Associate the router. Let me try putting in the original. Uh oh. Uh oh. Oh, guess those OE are. Tell if it's a O or a zero. Okay, giving me permission to zero Q three. Okay, well that's, no. Well, I can't get past this page. I'm not sure what I'm doing wrong. Uh, the, when it's asking me to associate the router, it wants me to put in the password, which is the same password that I use when I'm signing in on the internet through my router. Is that correct or not? [silence] Well I know what I'm creating let me try a capital see if that makes any difference. g Willy soon. Let me try capital letters. Cap lock. didn't not work either. Nope. So I have the original password that's on the bottom of the, that's on the bottom of the router.
27:00
Speaker 2
You can try to use your Wi-Fi password to see if it'll work. so if not, then you haven't created a router password.
29:00
Speaker 1
[silence] I have the password to sign in. I have the uh [sound] password on the bottom of the router. I have the um the name of what I named the router for when it pulls up when you're looking for which internet to sign into. And I have the password that I used that I created to sign into my to sign into the internet on my router. The only other thing on the bottom of this is [silence] the only thing on the bottom of the other of this on the, and I have a bookshelf behind me. Books beacon pictures. the name of the router is no name nom which i don't know what that says link sys setup 389 the password which i have changed and the recovery key the recovery key on there that's all that's on the bottom of it oh yeah no. well i'm logged in i'm logged into my link Linksys Smart Wi-Fi account. what i'm not able to do is associate the router. it says associate your router uh says you created a router password which you're telling me my router password is the is [ silence ] the is it is the one that the one on your laptop that under your router settings.
30:00
Speaker 2
Yes. up to here. SO were you able to log in using your router password now?
31:00
Speaker 1
the numbers and letters that I put in, when I am logging onto my, logging in to my router, I, I put that in there and it says, let me do it one more time, it says, "Invalid router password, please try again." And there, oh, well, well, no, wait a minute, I've got, I've got way too much there, that can't be it, now let me try one more time, I evidently didn't delete, okay, it says, "Invalid router password, please try again." And there is no forgot password place. I am unable to associate my router with my account. And when I was doing, doing it on my phone, uh linking linking this, linking this, Google play install, I know believe it's the same a transaction. One more time, open. So I get to that. Every time I go into the app, it opens up. I get to the page where it says, uh, sign into your router, and then it the the page goes blank, like it's going to the next page, except for there's nothing, it's never anything coming up on the next page. Sometimes with the, uh, yeah it's not working all right you know I'm going to give up we've spent enough time messing with this I don't know why it won't do what it needs to do but there's obvious problems somewhere between my phone and the app I guess so I'll let you go hello hello hello
32:00