V2 Rubric Detail — 09c247dc-7638-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 17:04
Duration
11m 57s
Contact
443-226-5040
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall58.2% (+2.2)

V2 Grader Summary

The agent correctly identified the limitations of an end-of-life router and communicated that a factory reset is required to recover access, providing accurate technical information. While full resolution was not confirmed, the agent offered appropriate troubleshooting (restarts) and a viable path forward consistent with KB guidance. Communication and empathy were adequate but not exceptional, and no critical failures occurred.

V1 Case Analysis

Customer forgot router admin password; advised default is 'admin' and recovery key not available due to end-of-life status. Factory reset recommended as only option. Also advised power-cycling router and printer for 2.4 GHz connectivity issue.

Troubleshooting Steps
  • Asked for router model (no response).
  • Provided default admin password ('admin').
  • Explained end-of-life status and lack of recovery options.
  • Recommended factory reset to regain access.
  • Advised power-cycling router and printer for 2.4 GHz connectivity.
Key Observations
  • Agent correctly stated default admin password is 'admin' for older routers (KB: universal_password_login.md).
  • Agent accurately communicated that recovery key is not available for end-of-life routers (KB: linksys_now_login_admin.md).
  • Agent did not contradict KB on factory reset procedure (KB: universal_factory_reset.md).
  • Agent provided correct advice that older printers typically only support 2.4 GHz (KB: universal_legacy_device_wifi.md).
  • Agent did not provide incorrect URLs or technical procedures.
Positive Highlights
  • Correctly identified default admin password as 'admin' (ACCURACY).
  • Accurately communicated end-of-life status and lack of recovery options (ACCURACY).
  • Provided relevant troubleshooting suggestion (power-cycle) for printer issue (ACCURACY).
Agent Errors / Gaps
  • Failed to collect required product model/serial number before giving advice (PROTOCOL miss).
  • Did not provide step-by-step factory reset instructions despite customer hesitation (EFFICIENCY/RESOLUTION miss).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Customer wanted to reset router password; agent only suggested factory reset and default password but did not guide through reset steps or confirm successful login post-reset.
R2 Not Met Diagnostic thoroughness conf 94%
Agent asked for model number and suggested restarts for router and printer; no systematic troubleshooting steps (e.g., verify admin login, guide through factory reset) were performed.
R3 Met Correct resolution path conf 96%
Agent correctly identified that for an end-of-life router without cloud or recovery key support, factory reset is the only valid path; offered best-effort troubleshooting (restarts) before reset, aligning with OOW expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified forgotten password and old router model as root causes, but did not confirm whether admin login was attempted correctly or whether the device was truly unreachable before concluding reset was necessary.
T2 Met Appropriate tools / resources used conf 95%
No tools (e.g., remote session, dashboard check) were available or necessary; agent relied on correct KB-backed knowledge about default credentials and reset behavior for legacy hardware.
T3 Met No misinformation conf 97%
Agent accurately stated default password is 'admin' for older routers and that factory reset restores defaults — consistent with universal_password_login.md and universal_factory_reset.md.
Communication
C1 Partially Met Clear & professional language conf 87%
Call had long silences and weak framing, but agent maintained basic control by redirecting to model ID and offering actionable steps (restart, reset); did not lose control despite customer digressions.
C2 Partially Met Confirmed understanding conf 85%
Agent used plain language and confirmed understanding implicitly by repeating customer’s points; however, did not explicitly check comprehension when discussing 2.4/5 GHz bands or reset implications.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and attempted resolution despite hardware limitations; stayed engaged through multiple topics.
O2 Partially Met Proactive follow-through conf 86%
Agent suggested restarting router and printer as next steps and implied factory reset if needed, but did not provide a clear sequence or timeline for success verification.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; first contact confirmed by context and lack of reference to past interactions.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Agent correctly determined no escalation needed — password recovery on end-of-life device is within L1 scope and resolvable via documented self-help (factory reset).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; agent appropriately handled issue at L1.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent acknowledged customer’s situation ('you don’t want to reset') and provided educational context, but did not explicitly validate frustration or repeat-contact fatigue.
X2 Partially Met Tone & rapport conf 87%
Agent adapted tone to be conversational and followed customer’s lead on printer issue; pace matched customer’s, but missed cues when customer expressed confusion about band separation.
X3 Partially Met Overall experience conf 89%
Agent avoided asking for repeated information and suggested joint restarts to reduce trial-and-error; however, left customer to execute factory reset without step-by-step guidance, increasing effort.
Call Transcript23 turns · 23 lines
Speaker 2
welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is May. How can I help you? May, like the month of May.
00:00
Speaker 1
regarding a network that I've had established and I just created an account through Linksys. And I went in to use the password that I used for the account for the router and it said yes, I had previously um generated a password for the router but I can't remember what it is 'cause it was a while ago. So is there a way that you can send me via my email address a reset router password?
01:00
Speaker 2
[silence]
01:00
Speaker 1
right but my matrix, my problem is, i don't recall what that router password was that I generated a couple years ago, so how can I put a new router password in?
02:00
Speaker 2
Not using your email just the router password alone so that you can log in for the account since there's no cloud anymore on our routers. It will not work. It depends on what router you have there. For our mesh routers, there's an option for you to have it reset. For our older series, there's none. Can you tell me what's the model number of your router? [silence] Okay, for that one, there's no way for you to reset the password. The only option is for you to reset instead.
02:00
Speaker 1
Okay, so Hmm. So what you're telling me is, right now since attendance life, there's no way to change that password, is there a way that someone at Linksys can change the password for me? That means everything everything would go back to default, all
03:00
Speaker 2
the router, so that it will go back to default settings. That is part of our end of life routers, which it doesn't have options for you to have it reset. The app will ask for recovery key and the recovery key is not available for this router. Go ahead. Uh, Even if we wanted to do that one for you not to end up resetting your router, we don't have any access anymore for this router and uh, yeah, if you really wanted to log in to its settings, then you need to reset it back to default settings. Factory, I mean,
03:00
Speaker 1
the router settings would go back to my network would have to be rear. h okay so yeah what you're telling me that would take my network down pretty much at that point is that correct? Right. I'd have to go and redo that all that again huh I don't really want to do that. When did this all go end of life? Is that been a while or is it this router? Oh Ye that stuff was was older I guess Then I Then I thought. So any any support for that
04:00
Speaker 2
Exactly. And default password is admin, all small letters. You will lose connection, like, once the router is already set up. That's the time that you can go online. Everything will be ready. Uh-huh. Right. And it will only work once you successfully set up the router. Yes. Mm-hmm. Uh year 2021. And, in fact, the support date for that will end this month, 27, July 27th. [silence]
04:00
Speaker 1
That model then would not even be available from Lynxess. Okay. So, I guess this is a kind of a dumb question, but is Lynxess, they're saying, for new installations, obviously, you know, you need a a different device. Is it a completely different device or how different is it from the one that I have, you know? Like the... Okay.
05:00
Speaker 2
[silence] Okay. will no longer [silence] exactly the router will still work however the support will no longer be available. [silence] Your yours is still under the AC Wi-Fi standard so it's the Wi-Fi uh standard long time ago right now we have already Wi-Fi 6 Wi-Fi 7 so those are our upgraded model numbers in order to cope up with the latest advancements so uh if you wanted to uh like have a really good connection and
05:00
Speaker 1
Yeah. Yeah. What's happening is that, um, I'm trying to get my printer back up and my printer now, for some reason, will not recognize the, the network that it was part of before. So, um, I'm thinking, there's two different speeds on this router, there's a 2.4 gig, and then there's a, I think a 5 or something, 5.2. Does that sound familiar to you? There's all. Right. It is. But for some reason, the, uh, printer is not seeing the, uh, the, uh, the, uh, the, uh, the, uh, the, uh, the, uh, the, uh, the, uh, the, uh, the, uh,
06:00
Speaker 2
New routers can do that, but in your case, I think you're trying to change a setting since you want to login. Am I right? Yeah. And since it's an old one, it's already separated the 2.4 and the 5 gigahertz. You should see that one on your Wi-Fi list.
06:00
Speaker 1
[background sounds] [background sounds] might be only looking at the five gig channels. Right, because the, react. The, reset thero. I did not try that. What would that? No, I didn't do that. So maybe, maybe that's something I should do. Just turn the router off and then see if the, um, turn it off and then turn it back on and then see if the printer can see it. Then is that what you're saying? Okay. Yeah. [background sounds] Yes. Yeah, the printer can only look at 2.4. It cannot see five, but it had been working before. So it must have seen 2.4 previously. Um.
07:00
Speaker 2
The five. Oh, God. Did you try already to restart the router? Links as router. Not reset but restart like just turning it off and on? OK. That's part of the troubleshooting you can do. [silence] Can you find yes? Umhum. Other devices can see your 2.4 G and 5 G right? Only the printer can't.
07:00
Speaker 1
Is there any reason why I wouldn't say it now? Maybe like you said, you have to do a reset and when it comes up, it grabs it or something like that. Does that make any sense? Right, right. Right. I would restart the printer that way it'll try to grab it as it's coming up as the the router's coming up. It'll look for a 2.4 when it sees that then it'll um, it'll take it. We'll try this. Okay. So are you familiar with that? Some of these printers do not pick we'll not sync to the 5G channels. Is that common or.
08:00
Speaker 2
yeah like restart that's one of the things the also do it on the printer also restart the printer and that way but if yeah it will try to look for a network again most of the print yeah that's really common in fact for our newer routers the Wi-Fi bands are combined into print and in in
08:00
Speaker 1
right it can't it can't be because it's combined with the five now is that what you're saying it can't on the newer routers it can't distinguish the difference okay so right so basically what i'm hearing here is that it's time to upgrade all your devices right your router's old your printer's old right okay and and you think the best way to try to get it synced to the router is to turn the router off and i guess re
09:00
Speaker 2
5. Some are calling in to have it separated since their smart devices, including printer, can't detect the 2.4 gigahertz. So, it really needs to be, yes, it's being combined. The difference between the 2.4 and the 5, uh, yeah, is, uh, hmm. Though the printer is old, it should work still with that old router. And even for our newer router, since it's backward compatible, it can still connect all devices.
09:00
Speaker 1
kind of reset the printer and then turn the router on and let the printer try to acquire from the router as it goes through its restart. Does that make sense? Right. Yes. So that means what does that mean the network was changed? I don't I'm not following you on that. Okay But when I tried to do that I did put admin in.
10:00
Speaker 2
Yeah, that makes sense. just start it's the only troubleshooting step you can do since you cannot log into the router's dashboard if you tried admin by the way and the admin did not work as well then yeah, that really means it was changed before uh during the setup because if you did not change the router password it will remain um admin which is the default password all small letters a D M I N that's the default router password for our old routers.
10:00
Speaker 1
and it wouldn't take it. It said it's not correct. So, right, okay. All right, so like you said, take the router down and have the printer ready in acquire state for acquiring the the network and then I guess bring the router back up. It's just a matter of taking turning the power off and then bringing it back up. Is that correct? Putting power back? Right. Yep. Okay. Thank you very much. It's been very educational. All right. You too. Bye bye.
11:00
Speaker 2
Yes. That means it is really something else. Mhm that is only. No need to press any buttons OK? Especially the reset button. So that once it's already rebooted, everything will still gonna connect your devices. You're welcome. you take care. Bye bye.
11:00