V2 Rubric Detail — fd810ea4-76ff-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 16:55
Duration
43m 0s
Contact
John Antwi-Boasiako
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135816
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Fw: Router interface failings
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution1.88/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall41.7% (-18.3)

V2 Grader Summary

The customer's issue was resolved via factory reset and band separation, but the agent failed to follow KB-prescribed recovery steps (five-digit key), provided materially incorrect information (default password, email), and delivered a poor customer experience. Resolution was achieved, but through an unnecessarily destructive and inaccurate path.

V1 Case Analysis

Customer unable to log into myrouter.info on SPNM62CF; after factory reset, regained access and used Quick-Setup to separate 2.4 GHz and 5 GHz bands for Ring doorbell compatibility.

Troubleshooting Steps
  • Verified URL and attempted login with default admin password and 'admin'.
  • Suggested clearing browser cache and trying different browsers.
  • Requested screenshot via email to customersupport@linksys.com.
  • Guided through factory reset by holding reset button until LED turned off.
  • After reboot, accessed LinksysNOW UI and used Quick-Setup to rename 2.4 GHz SSID.
Key Observations
  • Agent failed to mention the five-digit recovery key method for password recovery, which is the recommended non-destructive path for SPNM6x series (per linksys_now_login_admin.md). This led to an unnecessary factory reset.
  • Requested a screenshot be emailed to customersupport@linksys.com, which is not standard practice and added unnecessary steps.
  • Provided incorrect IP address '192.168.0' at [25:00], which is invalid; correct fallback is 192.168.1.1.
  • Call contained long hold periods and loops, reducing efficiency.
  • Eventually provided correct factory reset procedure and accurate guidance for band separation via Quick-Setup, aligning with KB guidance.
Positive Highlights
  • Provided correct reset procedure: hold reset button until LED turns off, which aligns with KB guidance for SPNM6x series (universal_factory_reset.md).
  • Successfully guided customer through Quick-Setup in the Incredible-WiFi menu to rename the 2.4 GHz band, achieving the desired band separation (linksys_now_wifi_settings.md).
  • Confirmed successful login after reset and ensured the customer could verify the separated networks, confirming resolution.
Agent Errors / Gaps
  • Failed to offer the proper password recovery flow using the five-digit recovery key, which is the first recommended step for SPNM60/62 series (linksys_now_login_admin.md). This omission led to an avoidable factory reset.
  • Requested a screenshot via email, which is not a standard or necessary step for this issue and delayed resolution.
  • Provided incorrect IP address '192.168.0' at [25:00]; the correct fallback URL is 192.168.1.1 for all Linksys routers.
  • Did not confirm the exact router model before proceeding, despite multiple opportunities (customer mentioned 'Community Fiber' and 'Wi-Fi 7', indicating SPNM6x series).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer successfully logged in after reset and separated 2.4 GHz and 5 GHz bands, confirming resolution ('OK, so I've done that... 2.4... She plays up now. All right. Thank you.')
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped the documented non-destructive recovery path (five-digit key) and jumped to factory reset; troubleshooting was limited to browser cache and screenshot request without diagnosing root cause.
R3 Not Met Correct resolution path conf 90%
Agent chose factory reset as first solution despite KB stating it's a last resort; failed to attempt recovery key method, which preserves settings and is supported on SPNM60/62.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (incorrect password, no reset option) and asked about password used, but did not ask about recovery key or verify default WiFi password on label.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use the primary KB-backed recovery tool (five-digit key) for SPNM models and provided a non-existent/incorrect email address (linkedin.com) for support.
T3 Not Met No misinformation conf 90%
Agent incorrectly suggested 'admin' as a possible password (SPNM models use WiFi password by default per universal_password_login.md) and gave a wrong email (linkedin.com); both are material inaccuracies.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained call control but had long silences, unclear transitions, and failed to set expectations around reset consequences until prompted by customer.
C2 Partially Met Confirmed understanding conf 70%
Used simple language but did not adapt to customer’s visible frustration or confirm understanding after key steps like reset procedure.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on guiding reset and reconfiguration.
O2 Met Proactive follow-through conf 90%
Set clear next steps: reset device, wait for solid white, reconnect, and reconfigure; confirmed readiness before proceeding.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy expressed; agent ignored customer’s frustration ('That's crazy') and did not acknowledge effort or inconvenience.
X2 Not Met Tone & rapport conf 85%
Maintained robotic tone throughout; did not adjust pace or style despite customer’s stress and repeated attempts.
X3 Not Met Overall experience conf 90%
Forced customer to send screenshot to wrong email, repeat password multiple times, and perform full factory reset when recovery key could have avoided all.
Call Transcript66 turns · 71 lines
Speaker 1
Hi, I've got a Com. entity fiber Wi-Fi 7. with the Linksys router, the drop plate one. And I have been trying to log into the Wi-Fi interface to get access to my router settings. And I go through my router info, but it doesn't seem to accept my password. I've spoken to Cometic fiber, and they've given me a number to call. because apparently it's an issue from your end. Okay, just a minute. let me [silence]
00:00
Speaker 2
welcome to links this support to assure quality service your call may be monitored please remain on the line for assistance hi thank you for calling Linksys this is Julie hope I can help you today okay I see um I have this serial number all that latest device please.
00:00
Speaker 1
[DOWNWEIGHT] [silence] That's correct. So F for Frank 03 494. Yes. It's John Intervuocciaco. It's A N T W I with a hyphen. B for boy O A S I A K O.
01:00
Speaker 2
Let me verify. Seven two E for echo one zero M for Mary two eight S for Sam 034 94. Correct. Silhouette. Okay. Got it. May I have your first name and last name, please? I'll just spell the last name. And lastly, your email address.
02:00
Speaker 1
29 is a n T W he number nine at Yahoo dot core UK for getting it's not it's not on it's entry nine so it's a N T W H for number nine at Yahoo dot core UK my router dot info appears with it's password incorrect
03:00
Speaker 2
So that's twenty-nine e n t w i nine at yahoo dot co dot u k. Okay. All right. So um when you try to log in um what website did you use again? To log in to the web interface? And then. When You try to input your password what does it. Tell you?
03:00
Speaker 1
I don't have the option to reset it. So that's a problem. The router interface that I get to, there is no option to reset the password. It just either login or nothing else. That's crazy. Yes, I'm happy to provide it to you. Uh, [silence] Yes. Uh, I do the password. [silence]
04:00
Speaker 2
Try to reset it. They have that option. Mm-hmm. What password did you use? The password that's at the bottom of the router. Okay, I see. Can you try again to access my.router.info? [silence]
04:00
Speaker 1
No option for a for the password now. . Go try and admin Okay? Okay pass a bit here . [ silence ]
05:00
Speaker 2
How about admin all in lowercase or forget password you have the option yeah admin all in lowercase
05:00
Speaker 1
No, didn't know. It's the same estate agent.
06:00
Speaker 2
Did it work? [silence]
06:00
Speaker 1
No. I'm using a laptop. I can go on my phone if it's easier. Oh really? I'm just going to look it. Just make sure. Yes. Yes. It's working.
07:00
Speaker 2
The first four digits.
07:00
Speaker 1
I can find and can connect to everything. Again, it's incorrect password. So, when I, when I go into http://myrouter.info, it comes up with a page that says linksys now. And on that page, I have a picture of a router. And then it says welcome. Enter password. And then login. And when I login, it comes up with a message, incorrect password. And there is no option to reset password password or forget password. All it says incorrect password.
08:00
Speaker 2
It has no option to reset I'll forget password, okay just a moment, let me just check on this one, I'll be right back. Hello sir. yeah can you take a screenshot of the error message and send it to customer support at lightstep.com? Yeah. When you try to log in, class, check it. Yeah, you can just input the password hidden. I just, we just wanted to check what's on the interface. When you enter and it will say an incorrect password.
08:00
Speaker 1
Jeff got that. so to send it to was that what's that address again please? customer customer support at Linksys dot com.
11:00
Speaker 2
Take a screenshot of the whole screen including the website that you typed in. customersupport@Linksys.com.
11:00
Speaker 1
Okay. Okay, let me just get that, yes.
12:00
Speaker 2
Yes. [silence] And also on your laptop, can you try to clear cache on your browser, then try again?
12:00
Speaker 1
Okay, so subject. I'm just, uh, just give me a second, okay? I'm just sending it. Right, message has been sent. Uh,
13:00
Speaker 2
did you already send the screenshot okay so i'll just wait for it then [ silence ] okay so i'll just wait for it then
13:00
Speaker 1
I'm just, I just want to remember how to, breathe and catch my i'm using uh I've used all of them. I'm using Internet Explorer at the moment. Uh yes
14:00
Speaker 2
Just clear cache on your browser and try again. Yes. What browser are you using right now, sir? Have you also tried to use a different browser for that one? Same issue.
14:00
Speaker 1
tried all of them. I'm going to try this now, which is the one that I haven't used. Okay, I'm just going into my settings to make sure everything's synced. So is customer support at linksys? Okay, let me just, let me just make sure.
15:00
Speaker 2
Okay. I haven't uh, received the email yet. Yeah. customersupport@linksys.com. Silence.
15:00
Speaker 1
Okay, I think the first one I might have got it wrong so I'm just saying it again. Okay. Let me know of you know.
16:00
Speaker 2
okay, I've already got the email. Let me check. Yes. So it's the exact same thing on your computer also, right?
17:00
Speaker 1
Five. Paris. Yeah, it's the same issue. I've got three. So, I've got three nodes, but a parent node and then the rest are child nodes. So, I've got one parent node.
18:00
Speaker 2
just of rely just a quick run through that. the only have one node in total, right? Oh, three, okay. Okay. Okay, I see. All right, let me just check it. And I'm sure just a moment, all right? I'll be right back.
18:00
Speaker 1
Hey. Yeah. . Yes. Sorry. An email that across, as well. Give you the password. [silence]
21:00
Speaker 2
hello sir can you take a picture of the password that's at the bottom of the router please yeah yeah I'll just give me the password so just dictate it the router password at the bottom of the device
21:00
Speaker 1
So it's the same as the Wi-Fi password. So it's seven cap, V at why P, A, E, cap Z, cap G, cap W. no, no, no, no, cap, V for Victor. so we'll go back to so it's.
22:00
Speaker 2
Do so seven alpha, alpha, bravo, Quito, diesel, zer παλ a limp, ignor am, Victor, at superhero for Paul, for Paul, and alpha, alpha, and Alpha, Charlie, Quebec, golf.
22:00
Speaker 1
f4 yp4 a4 e for edward and then all capitals from here z golf Whiskey.[noise]
23:00
Speaker 2
Okay. I see. I see right so yeah it has the same error with all of the browser and the computer and phone. we really have to do a full factory reset and reconfiguration of your system.
23:00
Speaker 1
right okay uh that it's got to be let me just let me just get my wife to log on to uh something else uh she's she's using the a the Wi-Fi for now because when he reset it the Wi-Fi is going to go off is going to go off what's this now just give me a second I'll let you know when to reset it thank you
24:00
Speaker 2
We need to reset and then set up the router again. You're okay with that? Okay, sure. Okay, sure.
24:00
Speaker 1
and your host was that far you can go ahead and reset it You can go ahead and reset it. Okay, give me the website.
25:00
Speaker 2
hello sir [silence] okay [silence] but can you try this website first before we reset [silence] let's check if it's still the same [silence] um 192.168.0 [silence] hello sir [silence] call
25:00
Speaker 1
I've tried that before. 192.1 68.1 dot what I tried it before and I had the same yeah so let me I'm just gonna give you one more try on this website just in cases okay I mean I'll tell you maybe what all I'm trying to do is
26:00
Speaker 2
168.1.1 [silence] yes [silence] same [silence] okay, I see [silence] so yeah, if it's the same, then yeah, really have to reset and reconfigure the parent node [silence] so you're fine with that, are you ready? [silence] okay, sure
26:00
Speaker 1
so um I'm trying to split the uh the range so the 2.4 and the 5 uh because my ring doorbell is not recognizing uh the um the Wi-Fi so I'm trying to split. I'm trying to get access to the router uh the router settings to split the um the range So can we go ahead and reset this?
27:00
Speaker 2
Okay, I see. So, just, uh, since you have three nodes, you're just to verify again, all of them as the same model? Okay. I see.
27:00
Speaker 1
to press the reset button so the light goes off and then release. okay. i've released and it started to flash red started flashing blue
28:00
Speaker 2
s so for you to reset the device, press and hold the reset button until the light will turn off. Then release. Yes. Yes sir.
28:00
Speaker 1
Yeah, it's still flashing blue. My turned solid white.
29:00
Speaker 2
Okay. So, just wait for it to boot up. [silence] So, let me just, it will turn solid blue.
29:00
Speaker 1
Well, it's fully set and I'll use a default name. So, it's not solid blue. It hasn't gone to white yet.
30:00
Speaker 2
[silence] Can you try to check if the network name change like did you change the network name before? Or you just use the default name? Okay, I see. Is it solid white? Ah, okay. I see. [silence] Just wait for it to turn solid white again then connect and access the web interface.
30:00
Speaker 1
That's my first time. I need to access it on the app. Like this is Wi-Fi 7. So it doesn't work with the app. So it's not Y. Okay, I'm going to do this on this thing.
32:00
Speaker 2
Okay. Is it your first time accessing this web interface or did you access it before? Okay.Yeah, this is okay, good.
32:00
Speaker 1
Okay, let me just connect back to you. Talking to password. Right. I think it seems to have happened . So we just. I think it seems. [silence]
33:00
Speaker 2
did it log in okay good wanna separate the network band right okay me just um, just on that one, just a moment yes it's still the same and you don't want to change the password anymore okay
35:00
Speaker 1
Right. So it's taking me to where I need to be and I just need to separate the band. Okay, I can see it. So I can see it's got the 2.4 is connected to seven devices. The 5D is connected to two devices. [silence] so menu, I'll show my network but when I go to menu
36:00
Speaker 2
All right, so... Yeah. So, for you to... (mhm) go on. Can you go to... Um... Can you see... Go to menu and then my networks?
36:00
Speaker 1
I've change Wi-Fi name and password router password theme update so it's incredible Wi-Fi instant admin instant topology instant safety okay so so incredible Wi-Fi and I've got Wi-Fi I've got advanced and I've got mac filter okay so
37:00
Speaker 2
Mm-hmm. Yeah, incredible, incredible Wi-Fi. When you click advanced, do you have the option to like separate the 2.4 and 5? Um you need to rename the 2.4 for you to separate it, but just give it the same um password.
37:00
Speaker 1
So, when I go to InWiFi, I've got Picture Setup. The options I have: WiFi name WiFi password. I don't have an option to separate anything here. I need to go back to I need to go back to where I saw it.
38:00
Speaker 2
Okay, hold on. You don't have the option to like rename either the 2.4 or 5 gigahertz.
38:00
Speaker 1
At the moment, I don't have an option to so go to menu. Let me see if I and when I go to incredible Wi-Fi, I've got an option to change the Wi-Fi password, but I don't have the option. It doesn't give me an option of 2.4 or 5. It's just Wi-Fi name, Wi-Fi password. When is on Wi-Fi when OK, so I've got apply the same Wi-Fi settings to all bands. Let me just OK, so I have the option now, yes, so I've got quick setup. If I click on quick setup and then it takes me to the different bands, so I can see the two .4 here, and I think there 's an option to change the name here. OK, so if I save two .4.
39:00
Speaker 2
okay. mhm. yes. yes. so you can just add 2.4 to identify that that is the 2.4 network.
40:00
Speaker 1
And then, should I... the five? I'll just add five to it. Okay. OK? I've done that. Uh, hold on. It's just... I don't think it saved it, so let me Save it... [silence]
41:00
Speaker 2
You can just leave the 5G as their original name. Okay. Then just say, then check the Wi-Fi list on your computer or your phone if the network.
41:00
Speaker 1
OK. So he's... resting in now. Yeah, so 2.4. She plays up now. OK. All right. OK. All right. Thank you. All right. Thanks a lot. Thank you. Thanks a lot. All right. Thank you. Thanks a lot. OK. Bye.
42:00
Speaker 2
. Okay. that's good. So, that means your networks are now separated. Bye. You're welcome sir. Thank you for calling [Sis ][good ][good ][good ][good ][good ][good ][good ][good ][good ][good ][good ][good ][good ][good ][good ][good ][good ][good ][good ][good ][good ][good ][good ][good ]... Have a good one. Bye. You can end the call now, sir. Thank you. [silence]
42:00