V2 Rubric Detail — fc359de4-7fbf-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 20:09
Duration
7m 4s
Contact
305-496-6213
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137142
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall36.2% (-19.8)

V2 Grader Summary

The agent acknowledged the discontinued remote access but failed to guide the customer to local management via http://myrouter.local or escalate the account issue. While some basic data was collected and technically accurate info given, no meaningful troubleshooting or ownership was demonstrated, leaving the issue unresolved.

V1 Case Analysis

Customer unable to access router via app after changing account email; advised to use router password via local web interface; no confirmation of success or follow-up provided.

Troubleshooting Steps
  • Collected device model (MX4200C) and ISP information (Smart City).
  • Explained that the remote-access portal (linksyssmartwifi.com) is discontinued.
  • Advised using the router's admin password to log in locally via the app or web UI (myrouter.local or 192.168.1.1).
Key Observations
  • Agent correctly identified the device model (MX4200C) and explained discontinued remote-access portal per KB.
  • Agent provided accurate advice to use router admin password for local access, aligning with KB guidance.
  • Serial number was not collected despite being a standard protocol requirement for troubleshooting.
  • No verification that the suggested login method resolved the issue.
  • No clear escalation path, callback, or next-step guidance was provided to the customer.
Positive Highlights
  • Agent identified the correct device model (MX4200C).
  • Provided accurate information that the remote-access portal (linksyssmartwifi.com) is discontinued.
  • Correctly advised the customer to use the router's admin password for local access via myrouter.local or 192.168.1.1, per KB guidance.
  • Maintained a professional and clear tone throughout the call.
Agent Errors / Gaps
  • Failed to collect the router's serial number despite asking.
  • Did not confirm whether the suggested login method resolved the issue.
  • Did not offer a concrete next step or escalation path when the customer remained uncertain.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer states app won't allow new account setup after closing old one; agent provides no resolution path for account recovery or local management.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent collected model, serial, ISP, and LED status — relevant but did not progress to actionable troubleshooting like local login or app reset.
R3 Partially Met Correct resolution path conf 80%
Agent correctly notes remote access discontinuation but fails to offer best-effort path (e.g., local web UI) to regain control, missing correct resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (can't set up new account) and asked for device details, but did not logically sequence toward root cause (cloud vs. local access).
T2 Not Met Appropriate tools / resources used conf 90%
No tools used — did not guide customer to http://myrouter.local or check firmware, despite app failure indicating possible local access workaround.
T3 Met No misinformation conf 95%
Agent accurately stated that Linksys Smart Wi-Fi remote access is discontinued but router internet still works — factually correct per KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent attempted to gather info and redirect to router password login, but lacked clear structure or control when customer repeated concerns.
C2 Partially Met Confirmed understanding conf 85%
Used simple terms and repeated name spellings, but failed to confirm understanding of key steps like skipping email login.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on case without transferring, but did not commit to follow-up or take ownership of account recovery path.
O2 Not Met Proactive follow-through conf 90%
No specific next steps, timeline, or follow-up commitment provided despite unresolved issue.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Account re-linking issue likely requires backend support; agent did not escalate despite clear blockage.
E2 Not Met Escalation prep & handoff conf 90%
No escalation performed, so execution details were absent.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Said 'I totally understand that one' — shows empathy, but tone remained procedural without deeper acknowledgment of frustration.
X2 Partially Met Tone & rapport conf 80%
Repeated name spellings and asked basic clarifiers, but did not adjust pace or style to customer’s emotional state.
X3 Not Met Overall experience conf 90%
Customer repeated model, address, and issue multiple times; agent did not consolidate or reference prior input.
Call Transcript14 turns · 14 lines
Speaker 1
Hi. I, I have a Linksys Wi-Fi, like, extender thing, and I know it's connected properly to everything else because it was working just a minute ago, but I closed the account because I, I tried to change the email that was associated with the account, and it wouldn't let me, so I closed it because it was connected to my ex-husband's account, to my ex-husband's email, so I don't.
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. Hi. Thank you for calling Linksys. My name is Regina. I'm going to help you today. Uh-huh. [silence]
00:00
Speaker 1
need him in my business anyway, so I know that it's connected to everything properly, but when I go to try to set it up again with my email, it's saying that it can't find my router, so I don't know if I'm trying to connect it, if I'm pushing the wrong thing to connect or what exactly I'm doing wrong. Yes. Yes. My name is Heidi Delcorelle. My first name is spelled h-e-i-d-i H D-E-L-L
01:00
Speaker 2
this is your first time calling us for support and are you calling from United States [silence] tell me I know your first name last name sorry could you spell your first name for us H Y D I E so it's just E I D I E and can you spell it for me your last name [silence] SRO
01:00
Speaker 1
C-O-R-R-A-L, del Coral, yes, yes. 305 496 6213. My email is my name, H-E-I-D-I-C-O-R-R-A-L at me.me.com.
02:00
Speaker 2
Hi, I'm Kyle Coral, so it's K-Y-L-C. And your call back number? How about your email? And how many links does this router have Heidi? Can you please provide a serial number of the parent node or the main router?
02:00
Speaker 1
Yes, the address is 3 8 U Lowe 10 M like Mary, 34 B like boy zero 4 6 0 9. The model is MX 4 2 0 0 C like cat. My internet service provider is smart city.
03:00
Speaker 2
Okay, so the model number of your linksys devices are, and who is your internet service provider?
03:00
Speaker 1
Smart. Smart City. It's blue light. I'm gonna see the other one. Well. So. How do I fix the thing where I did the account? No. That's what I was trying to do.
04:00
Speaker 2
So one word or two words? "Smart" And what is the light indicator of the parent node and the child node? So they are both working. So if the parent node and child node high D are both solid blue, it means they are working and providing any internet connection. Did you create your Linksys account?
04:00
Speaker 1
So, so that's what I was saying before is this was working, this was working, but I needed to do an update. So when I went to do the update, I realized it was connected to my ex-husband email. I tried to change the email, but it would not let me change the email. So then I closed the account. You understand? So then I wanted to do a, so then I wanted to do a new account, but it's not letting me do a new account. Uh-huh.
05:00
Speaker 2
Yeah, because as now. Okay. I totally understand that one. Go ahead. Yes, because the links to smart remote access website has been discontinued. So, however, your router at Internet connection will continue.
05:00
Speaker 1
Okay. Okay, so I'm on the app and I select manage your Wi-Fi. Okay. Uh, router password to log in the router, password, first, connect to your Wi-Fi. Look doing automatic, unable to detect a connection to your Wi-Fi. Hold on.
06:00
Speaker 2
[silence] Well, you can still manage your router, my accessing the router password. Can you try to login using your router password. Do not proceed to login using your email. Just click router or skip for now. Yes. Make sure you're connected to your Wi-Fi so you can up log into the link sys app if you're not connected.
06:00