V2 Rubric Detail — 034cf10c-7c84-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 17:23
Duration
32m 21s
Contact
+447902579045
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency2.00/5
Overall4.0/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall81.5% (+1.4)

V2 Grader Summary

The customer's admin password issue was successfully resolved by guiding them to the correct recovery key under the router sticker, enabling a password reset and confirmed app login. While the resolution was achieved, the diagnostic process was inefficient as the agent did not prompt the customer to verify the physical sticker until after multiple failed attempts, impacting troubleshooting efficiency and customer effort. Ownership, communication, and experience were maintained appropriately throughout the call.

V1 Case Analysis

Customer unable to log into router admin; used wrong recovery key. Correct key (95519) entered, admin password reset, login successful.

Troubleshooting Steps
  • Collected serial number and model information.
  • Retrieved prior case number (002019050) from mother's call.
  • Guided customer to access router local UI at 192.168.1.1.
  • Instructed use of 'Forgot password' and entry of recovery key.
  • Assisted with multiple attempts until correct recovery key was used.
  • Helped set a new admin password and verified login.
Key Observations
  • Agent initially misidentified model as SPMX55 instead of SPNM62 [02:00].
  • Extended hold of approximately 7 minutes without updates or explanation [10:00–17:00].
  • Agent did not create or reference a HappyFox case during the call despite retrieving prior ticket.
  • Customer self-identified the correct recovery key under the sticker [29:00], indicating delayed guidance on physical inspection.
  • Agent correctly guided the customer to use the recovery key process for SPNM62, which is accurate per KB.
Positive Highlights
  • Correctly identified and used the recovery key process for password reset, which is accurate for SPNM62 per KB.
  • Successfully retrieved and referenced the prior case number (002019050) from the customer's mother's call.
  • Confirmed successful login with the customer before ending the call.
  • Maintained a polite and professional tone throughout, despite customer frustration.
Agent Errors / Gaps
  • Incorrectly assumed model number as SPMX55 instead of verifying the full model from the customer [02:00].
  • Did not create or reference a HappyFox case number despite retrieving a prior ticket.
  • Extended hold time (≈7 min) without informing the customer of progress or expected wait.
  • Delayed in guiding the customer to physically inspect the router sticker for the correct recovery key, leading to multiple failed attempts.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer successfully reset admin password using correct recovery key and confirmed login via the app.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided power cycling and local UI access but initially failed to direct customer to verify recovery key under sticker, causing repeated failed attempts.
R3 Met Correct resolution path conf 90%
Chosen path — password reset via recovery key and local login — was appropriate for a non-warranty admin-password issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified login failure but did not immediately diagnose root cause (wrong recovery key); proceeded through multiple steps before prompting inspection of sticker.
T2 Met Appropriate tools / resources used conf 90%
Used appropriate tools: browser access to 192.168.1.1, recovery-key entry, and power-cycle — all valid for this issue.
T3 Met No misinformation conf 95%
All technical instructions (recovery key location, password complexity, power-cycle) align with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent set initial expectations but lost control during mid-call silence and delayed hold; transitions were not smooth after extended pauses.
C2 Met Confirmed understanding conf 90%
Spoke in plain language, confirmed device types, and adapted to customer’s confusion without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership, referenced prior ticket, did not transfer, and updated record post-call.
O2 Partially Met Proactive follow-through conf 80%
Gave next steps (power-cycle, wait for solid blue), but did not specify how long to wait or what to do if light turned red; timeline was vague.
O3 Met Closure confirmation conf 90%
Referenced mother’s prior call and ticket number, avoided re-asking model/serial, and used existing case data.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a password recovery issue resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Apologized for hold, thanked customer for patience, and maintained courteous tone despite customer self-blame.
X2 Met Tone & rapport conf 90%
Remained calm and supportive when customer expressed frustration and self-criticism; matched emotional tone.
X3 Partially Met Overall experience conf 85%
Avoided unnecessary repetition but caused minor effort by not directing customer to check under the sticker earlier, resulting in multiple failed attempts.
Call Transcript46 turns · 50 lines
Speaker 1
Uh, hello. I'm trying to log into the Linksys app. Um, because I, I, you know how you can use the Linksys app to like ban devices or like restrict devices? Yeah, I'm trying to log in uh using the root password, but the it's not this, it's not correct. As in like I'm using the, I'm using the root password, but it's not right.
00:00
Speaker 2
[ silence ] [ silence ] thank you for calling Linksys this is Garla how may I help you? uh huh uh huh okay okay before we um like continue um for any triage shooting may ask first the model number and serial number of your linksys device?
00:00
Speaker 1
Uh yeah, sorry, let me just, I'm sitting next to it, I just gotta grab it. Serial number is 55V1Z0M26F02175. Yeah, that's perfect. Yes, uh, wait, where can I find the model number on here? because I'm looking. I don't see, oh, actually, wait, no, sorry, I found it, I found it, I found it, I found it, I found it. So, I wasn't looking at the, in the, right. It's um, it, there was a sticker hiding it. Um, the model number is SP.
01:00
Speaker 2
mhm. okay. that's five five V for Victor. one zero M for Mary. two six F for Freddie. zero two one seven five, right? Okay, how about the model numbers? um, I'm uh, you're looking at the... mhm. Okay.
01:00
Speaker 1
Yes, just to get clear. Yes. Well, we've changed modems a few months ago but we've had it for a few years now I'd say at least four or five years. Uh, yeah. Uh, do you want this number?
02:00
Speaker 2
Okay. SPM X55, right? Okay. And who's your internet provider? Is it gigacle or community fiber? Megacle. And this is provided by gigacle, right? Okay. And when did you subscribe to um gigacle, sir? When this device provided to you? Mm-hmm. mm-hmm. Okay. Okay. All right. Okay, can you have also your phone number, sir, to complete uh to create a record? Um, any uh [silence] Thank you.
02:00
Speaker 1
Yeah. Okay. Uh, yeah. O seven, nine, O two, five, seven, nine, O four, five. Uh, David, that's D A V I D and then last name Reese R double E S. uh, email is Reese. So it's my last name. And then first name David and then 50, 50 at gmail.com.
03:00
Speaker 2
numbers or as long as we can like contact you in case we got disconnected we can call you back okay okay how about your first name and last name okay okay and how about your email address okay thank you so much for this information again you wanted to use the app because you want to do some kind of like a parental control
03:00
Speaker 1
Yes. Yeah. Yeah. I tried using the one that's um that the, you know, when it has the sticker on the bottom that says Wi-Fi name and password. I tried using that one. It did not work. And then um my mom called yesterday. She tried to um change the password. I believe you may have spoken to her yesterday. Yeah. And she she changed it and then she tried to log into it today. That's why I'm calling again. And her new password doesn't work. So, that's why I well, I'm trying to call to change the password again.
04:00
Speaker 2
right like you want to restrict the use of the internet of some devices correct okay and you tried to use the router on password uh um did you use the password that's at the bottom of the um router set mhm mhm yes okay uh arenta sure if camera has audio uh okay does your mom has a ticket number when he ca when she called yesterday or uh was it just instruction am I saying this correctticket number yes okay uh let's write down yeah numbers please zero zero two zero one nine 050 yes one oh one yes yes okay now the moment we have our ticket number all I have to do now is this location see if the agent that worked the case yesterday he because hmm what she did yesterday so since it was yesterday the agent who worked it will take until today to finish the research unfortunately it looks like you're speaking with a training agent right right would you like to wait between 10 to 20 min for an agent to call you back we don't have the typed uh agents with us or would you like to have the caso checked maybe tomorrow how about yes that sounds good yeah yeah okay uh yes I'll hang up now okay bye
04:00
Speaker 1
I can do that, so the phone number she used was... 07443227678. [silence]
05:00
Speaker 2
What was the... Yes. Or how about the phone number that your mom used? So that we I can pull up that record and just update it. Mhm. What's your mom? Okay. As I was able to pull up your record here. The name of your mom is it China.
05:00
Speaker 1
Sean Reese. Yeah, Sean Reese. I, I, I, I have the password. Like, I can read it out just to confirm that it's the correct password. Okay. Sorry. I, I, I had it in my notes. Um, so the password that she said she changed it to was one, four, zero, seven, capital P, H, L, E B O T O M Y exclimation mark. Capital X, six, and then a, uh backslash. Pardon? Yeah, she said that she, that she made that the
06:00
Speaker 2
Okay. All right. So that means the password that you have set up yesterday did not work. Mm-hmm. Is that a homonym numbers or Chommin digits? The password that was created.
06:00
Speaker 1
Password, okay, wait, let me count. 1, 2, 3, 4, 5, 6, 7, 8, 9. Oh, yeah, that's a lot more than 10. Well, she said that's the passcode that she was trying to use. I don't know, maybe she's using the wrong password. No, that's the only password that she, that's the only one that she could think of. No, that's the only one that she could think of. [silence]
07:00
Speaker 2
Does he has another password that she can remember that he had that she created yesterday?
07:00
Speaker 1
Yeah, that's the password that she said that it should be. But apparently, it's not. So, is there a way that we can change it? Okay. [silence]
08:00
Speaker 2
Okay, just for a moment. Mm-hmm. Okay. Can you like verify if your memory is there and
08:00
Speaker 1
[KEEP_UNCERTAIN] I actually, no, I can't do that because she's in the car right now. She's, like, driving. That's why I'm the one calling. Because she literally said, she's just gone to her partner's house for the night. So, she said she didn't want to have to deal with it. And she said that, and I said that I would try. And she said, well, you can go ahead, but I doubt it's going to work. [silence] Because she just didn't want to have to deal with it. Because she already called yesterday, and she's not very good with computers and stuff. So, she was having a hard time trying to understand it. And so, that's why I'm now doing it. No, I'm not using the same phone. It's a different phone.
09:00
Speaker 2
right now maybe you could validate her if he can remember if he created a password yesterday like around 10 characters [silence] are you still using the same phone that she uses yesterday to access the app Okay. Can I just put you on hold for like 3 to 5 minutes? I'm just going to um check something here. I'll be back. Thank you. [silence]
09:00
Speaker 1
where the characters of the Pastor that I gave you. Uh let me let me just count. uh any three four five six. Does that include numbers? Yes. One two three four five six seven eight nine 10 11 12 13 14 15 16 17 18. Yeah. [silence]
17:00
Speaker 2
Hello, sir. Thank you so much for patiently waiting. I do apologize for that hold. Okay, so, um, that's the password that was used by your mom, right? Like how many characters of that, sir? Yes. Uh-huh. Yeah, this is good. All characters. 18.
17:00
Speaker 1
It's this reset password. Yeah. And then it says, Enter recovery key. Yeah, I'll see that. I'll put that in there. 9-2-8-2-7. It says that key didn't work. I I put in the recovery key, which is 9-2-8-2-7, and then I put it in and it didn't [silence]
18:00
Speaker 2
Okay. Remember, when you, it shows the incorrect, right? Okay. Can you, um, like, there's an option to, since that did not work, can you, uh, like, click on, do you have an option to reset the password? Okay. The recovery key is at the bottom of the router. Yes, please. I'm sorry. [silence]
18:00
Speaker 1
yeah just says that key didn't work check it and try again and this is I have three more tries remaining yeah go on laptop huh okay. Okay yeah I'm on Google this this has pretty I have done this before this is pretty yeah it's like uh it's like uh I got this started before I restarted it I didn't uh I just had to restart so that why this yeah yeah your silence.
19:00
Speaker 2
All right, um, here's the thing. Uh, this, you're using an iPhone right now, correct? Okay, can we try to, um, access the user interface the same that we did with, uh, the one, that, same, uh, thing that was done with your mom yesterday? Can you open a browser and then open a computer? On the, um, if you have a laptop? And then on the address bar type my number. 192.168.1.1, 192.168.1.1.
19:00
Speaker 1
address as uh is pretty cool. And then continue to link the Linksys Smart Wi-Fi. OK. Um. OK, it says um email address and password. Wait, this is for local address. Oh, um, for the local address, as in to login with router password, it says access locked. Too many failed attempts to log in. Says how to regain access. [silence]
20:00
Speaker 2
y? Yes. Yes. Yes. What's on the screen right now? Okay. Can Lee like go back? Okay. Do you have the option to reset? [silence]
20:00
Speaker 1
We're actually waiting, let me, uh, reset password. I'll click on that. Okay, it says recovery key. Now should I try putting that same number in here? Nine, two, eight, two, seven. And make sure I'm getting it right. Nine, two, eight, two, seven. Yeah, two, eight, two, seven. Submit. Yeah. It just said that key didn't work. Check it and try again. And I have two tries remaining.
21:00
Speaker 2
yes. click the reset password and ask for the recovery key. um, yes. you're using the laptop right now, right? um how many links to device do you have? [silence]
21:00
Speaker 1
um, well, I had like the nodes. Uh, we had two. We have one that the, the adult router and then the child router. Like, the, the, the one that boosts the connection. Okay. I'll turn it off. Should I, should I wait a few minutes before I turn it back on? Okay.
22:00
Speaker 2
Yes. Okay. Can we um like power cycle your router? Close this page. Turn off your um parent node. Okay. Yes. Like around 30 seconds to 1 minutes. Okay.
22:00
Speaker 1
Okay. Yep. Oh, wow. Okay, I hurt my finger there. Okay. It's turned back on now. Yep.
23:00
Speaker 2
I turn it on. So let's wait until the light turns solid blue.
23:00
Speaker 1
uh it's still blinking uh it usually takes about five minutes for it to actually connect though we Maybe. Maybe. OK, right, it's done. Yeah, it's now ready. OK. [silence]
24:00
Speaker 2
Alright, let's wait for another 30 seconds to make sure that it is now on, like, stay solid blue.
25:00
Speaker 1
uh it's going red um it's just solid red uh i used the switch no i just turned it off and turned it back on should i it's blue now
26:00
Speaker 2
Will it it's wait? you turn off the router by unplugging the power cord or using the switch you didn't reset up push the reset button right [silence]
26:00
Speaker 1
now that it's blue, what what do I do next? yeah 192.1.168.1.1. ok. yep just waiting for it to load now. [silence]
27:00
Speaker 2
O. K. All right, kindly access again to one nine two dot one six eight dot one dot one one nine to dot one six eight dot one dot one. Great. Yeah, they're continued to Linksys Smart Wi-Fi. [silence]
27:00
Speaker 1
And then click reset password. And then the recovery key 9282792827 submit. It just says that key didn't work, check it and try again. What do you mean?
28:00
Speaker 2
uh... ...yes. Type the recovery key. Let me just verify this one. Did you have the sticker at the bottom, is it covered with another sticker? Um, did you use the recovery key of the parent node, right? [silence]
28:00
Speaker 1
Oh. Wait a second. There's a different recovery key under the sticker. 95519. Let me try that one. 9 5 5 1 9. Let me try that one instead. There we go. Oh my goodness. I'm so sorry. I, I was being silly. Um, underneath the um, sticker, there was a different recovery key. I made a mistake. I'm sorry. I wasted a lot of your time. Oh my gosh. We just went in a loop multiple times. I'm sorry about that. That's my fault. Yeah, now it's now it's saying create a new admin password and hint. Yeah, it says, yeah. Okay. All right. I'm gonna make one now. At least 10 characters, upper and lower case letters, one number, one special character. Okay, that's fine.
29:00
Speaker 2
That's great. All right. So can you can again on now create a new password. Yes uh huh.
29:00
Speaker 1
works with what I want to communicate anyway. That should be perfect nice and then the hint OK Reset to include OK now I'm going to try and log in on my phone. Yep, it reset. I'm just making sure I can log in on my phone. Looks like it's working. It's just loading at the moment. Okay. Yeah, I've logged in. Awesome. With a sticker. Yeah. Yeah, that was me being silly, though. I should have noticed that much earlier. Oh, no, that's just it. Thank you. I really appreciate you taking the time, because I was being yeah, I made a big mistake there. All right. Hope you have a lovely rest of your day. [silence] You're okay? All right, thank you very much. Have a lovely rest of your day. Thank you, you too. Bye bye.
30:00
Speaker 2
future. Feel free to give us a call. I will just updated the record that was set up with your mom yesterday, okay? All right. So, thank you for calling, Lexus. You're welcome. Have a great day, sir. Goodbye.
32:00