V2 Rubric Detail — 0c96cae8-7eec-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 18:52
Duration
14m 52s
Contact
561-632-1655
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#EOS00136940
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp2.50/5
Overall36.0% (-20.0)

V2 Grader Summary

The agent provided a path forward via factory reset and a promised follow-up email, but the interaction was marred by technical inaccuracies. Specifically, the agent incorrectly identified the default SSID as 'Linksys' for a Cisco-branded device and failed to use any diagnostic tools to verify the hardware, resulting in a partial resolution.

V1 Case Analysis

Customer unable to locate Wi-Fi SSID/password on a Cisco-branded router. Agent recommended factory reset, incorrectly stated default SSID would be "Linksys" followed by last five digits of serial. Customer observed "Cisco D.7063" post-reset. Agent offered to email setup steps. Issue unresolved.

Troubleshooting Steps
  • Asked for model number and serial (serial provided: 10820C6427063)
  • Advised a 30-second press-and-hold of the reset button using a paperclip/toothpick
  • Incorrectly stated the default SSID would be "Linksys" followed by the last five digits of the serial number
Key Observations
  • Agent never obtained a valid model number, preventing accurate guidance.
  • Provided materially incorrect default SSID information ("Linksys") for a Cisco-branded router; KB states credentials are printed on the router label, and ISP-branded devices often use custom SSIDs.
  • Customer observed "Cisco D.7063" post-reset, contradicting the agent's guidance.
  • Did not verify whether the reset succeeded or guide the customer through post-reset setup.
  • Offered to email instructions but did not confirm receipt or next steps.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Attempted to provide a clear reset procedure using a paperclip/toothpick.
  • Offered to send an email with detailed setup instructions.
  • Correctly advised that internet is not needed initially for router setup.
Agent Errors / Gaps
  • Failed to collect essential device information (model number, exact router brand).
  • Provided factually incorrect default Wi-Fi network name; KB states credentials are printed on the router label, and ISP-branded devices often use custom SSIDs (e.g., "Cisco").
  • Did not confirm reset success or guide the customer through post-reset configuration steps.
  • Assumed end-of-support status without verifying warranty eligibility or model-specific support status.
  • Did not correct the misinformation when the customer reported seeing "Cisco" instead of "Linksys".

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the router was set up or that Wi‑Fi name/password were restored; customer still could not get online.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked for serial/MAC, gave reset‑button instructions, and offered to email steps, but did not verify the reset result or walk through the setup wizard.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified end‑of‑support status and advised replacement, yet still provided basic reset guidance rather than dismissing outright.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify the specific router model despite the customer mentioning it was 'Cisco' and providing a MAC address; the agent did not use a logical process to determine the root cause of the missing credentials.
T2 Not Met Appropriate tools / resources used conf 90%
No diagnostic tools or KB-driven interface checks were used; the agent relied on guesswork regarding the default SSID and reset button location.
T3 Not Met No misinformation conf 95%
Agent claimed the default Wi-Fi name would be 'Linksys' with the last five digits of the serial number; however, the customer explicitly stated the device was 'Cisco' and the resulting network was 'Cisco', contradicting the agent's technical claim. Additionally, the agent claimed credentials are 're-printed at the bottom' for newer models, but the customer confirmed they were not present, and the agent provided no alternative KB-backed method to find them.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained basic call flow and gave next steps, but had multiple unexplained silences and did not proactively manage transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent attempted to guide through reset steps but used inconsistent terminology (e.g., 'reset button' vs. hole) and did not confirm understanding after key instructions.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on call, offered to send instructions, and did not transfer, but did not ensure customer could complete setup independently.
O2 Met Proactive follow-through conf 95%
Agent clearly stated they would send an email with setup instructions within 10 minutes after call ended.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted given L1 nature of issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent said 'you're welcome' multiple times and acknowledged effort, but did not explicitly recognize frustration or repeat-contact fatigue.
X2 Partially Met Tone & rapport conf 80%
Agent adapted slightly by repeating instructions, but delivery remained flat and did not fully adjust to customer’s confusion about setup steps.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by offering to send instructions, but customer had to repeat information and struggled with unclear reset guidance.
Call Transcript29 turns · 29 lines
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. [silence] I think you're calling Linksys, this is Mark. How can I help? Hello? [silence] Hello, ma'am. This is Mark from Linksys.
00:00
Speaker 1
Hi, Mark. My name is Linda and I'm with a friend that has a Linxi's a actually it's a Cisco, it says a router and she forgot her password and actually even her, her Wi-Fi name and password because she's had her computer set up for quite some time. And I need that information because I'm trying to help her with her TV with a new like a Zuma for her television through Spectrum. So, we they told us what we needed to ask for was a reset to factory and then to default the Wi-Fi name and password or we need the the default Wi-Fi name and password if if you could help me with that.
01:00
Speaker 2
Hello, can I help? [silence] Let me try. What's the model number of the router?
01:00
Speaker 1
dr. Let's see. I have the serial number. I have a Mac number and an eight-digit number. Which would it be the Mac number? One-zero-eight-two-zero-B-six-four-two-D as in dogs, seven-zero-six-three. That's Spectrum. You have your internet through Spectrum too, right, Bonnie? Yes, Spectrum. It's through um Hedwig. H-E-D-W-I-G. Zeb, which is Z as in zebra, B as in dogs, E-E. Yes, Spectrum. It's so fast. So it is Hedwig that you'll say, but they can ping that number here in this situation. So, if somebody logs onto your Internet, I mean, should, so, it asks you for the serial number, correct? I mean, you have this serial number? [silence] just to start the Internet. I can hear you. So what you said is, so when I log onto the internet, it will ask for the serial number? No, it will ask for the serial number. This is a MAC number. So, they'll ask, seriously? Yes. Ser- sorry? the number. Pardon? type in the MAC number. MAC number, you said? Yeah, it should come up when you try to log in. So I'm going to UK. Just a minute, Bonnie. So, where, who do I have to contact to get the serial number? Should I call 1-888-243-8899? No, no. I [indistinct] first, this is [indistinct] need to call. I'm going to H-E-D-W-I-G. I know they have the correct number. I'm going to dial 1-888-243-8899. Okay, so, Bonnie, think carefully. Slow down. I have 108-20C as in cat 642 as in dog 7063 beginner MAC 8. Okay, so Spectrum is your answer, right? So, Bonnie, you'll say Spectrum, correct? We have no questions for you.
02:00
Speaker 2
What's the serial number? All right. Who is your internet service provider? Okay. All right, let me create a ticket. Uh, which name should I. [silence]
02:00
Speaker 1
Is there as in boy, that's who the account through, Do you know your Email address, Bonnie, BonnieZab2atgmail.com Bonnie, the same, okay, I'm gonna write that down. BonnieZD at, Gmail. Huh?
03:00
Speaker 2
Okay. Upload. The email address. What was? The first word? [silence]
03:00
Speaker 1
561-632-1655. Thank you. I appreciate that. No. Yeah. No, we did not. The person I talked to from Spectrum was asking, was saying that I could ask for a reset to factory But I don't know if that'd be difficult to do.
04:00
Speaker 2
In case of disconnected, which phone number should I call to you, science so going back to your concern, the name and password, you no longer remember that you're trying to connect a new TV and you reset the router,
04:00
Speaker 1
It's necessary if you actually have the Wi-Fi network name and password. I don't know if you have that there, because I don't know how all that works. Okay. Okay. So I guess we would have to do the reset to factory and then put a new one in. Is that how we would do it? Okay. There isn't. There isn't. No, I can, I don't know if there's a way for me to send you a picture of it, but I could. There's only one place on the router that has any information, and it just has the serial number, the Mac address, and then it has an eight-digit number. And none of that.
05:00
Speaker 2
yeah well unfortunately we don't record white pen even password but have you tried the or have you checked if there's wife name and password printed at the bottom of the router there is
05:00
Speaker 1
That seems to be, well, it does have an FCC ID and I see I don't know what that is. So it does not have okay. So I know cuz usually routers have that. They have your security key and and yeah, so but this doesn't have that. Oh, yeah, they just like these two. No, right. No, I know anyone I've ever seen has that but not this one.
06:00
Speaker 2
That's not it. Yeah. Okay, well, I think. Yeah. Well, the newer models have their Wi-Fi name and the Wi-Fi password printed at the bottom when it's in its default. It's re-printed at the bottom. Okay. Yeah. All right. [silence] Well, do you already know how to re- [silence]
06:00
Speaker 1
No. No, that's why I'm calling you. I don't, I didn't see one. Um... yeah. Yeah, I do see, uh, I can't see what it says. Uh, but it's flat. It's um, it's a solid. It has like two arrows and like going around in a circle, like a picture. Is that it? And it's a blue button. No. Okay. Okay, reset. I see it. I see it says reset. Uh
07:00
Speaker 2
reset the router. Okay. I see. Well, what you actually need to do is to uh press the reset button. Uh I think at the bottom. I think there's a pretty small hole at the bottom. says reset. uh no that that's not it. It's not a blue one. It's should be a red button. It's usually inside a yeah.
07:00
Speaker 1
But how do you reset it? This "UT.N" button. okay there's no button it's just a whole "AN.Pen" okay ask if she has a toothpick please. Oh. So we'd have to buy a new one.
08:00
Speaker 2
All right. So you need to press and hold that reset button for 30 seconds. Then you let go. Yeah, you need something like a toothpick or uh yeah, paper clip. Now, I wanted to I want to set your expectations as well that this model of router that you have has already reached its end of support. This means that uh we no longer provide assistance and this model no longer receives updates for its security and for its firmware. So at this point, we yeah, we recommend buying a new one, not necessarily from Linksys. But uh
08:00
Speaker 1
what, a new one. Okay. But thank you for helping me as far as you have. After when, once I do the reset, you said, hold it in for a second. Are you able to still direct me on what to do next? Like, do I, you said, hold in for how long? 30 seconds. Okay, and once I do that, what do I do? Just in case, you're not allowed to direct me any further.
09:00
Speaker 2
if you wanna [ silence ] you're welcome [ silence ] for 30 seconds yes [ silence ] Well [ silence ] yeah well [ silence ] what you need to do next is to [ silence ] open the settings of your device like let's say your phone uh you go to [ silence ] settings you go to Wi-Fi and then you look for the Wi-Fi that says Linksys uh Wi-Fi that says Linksys and [ silence ] it should match the last five digits of this router serial number so probably
09:00
Speaker 1
1-7-0-6-3 and then you choose that for under Wi-Fi settings and then what so sorry okay I can have you send it
10:00
Speaker 2
you're welcome I night civic usually up a browser at least to set up huh it will show this well there's a setup wizard you can great the Wi-Fi name great the wife fear pass my but I can also send an email on how how to do that or what you would expect next
10:00
Speaker 1
to my email just cuz I might not be able to get back on her computer since I'm doing this reset. It's Lindley C. C. C. that's L. N. N. D. A. Ada L. E. E. C. at gmail.com. So it looks like Linda at gmail.com. and I've done the 30 seconds if that worked. You know, I did it with a toothpick. So how will I know if it did the reset? Okay. I see Cisco actually Cisco D. D. 7063. So that's it.
11:00
Speaker 2
Sure. What's your email then? [silence] All right. Uh you would know if your let's say phone detects the default Wi-Fi that says usually says Linksys with the last five digits of its serial number. Uh Linksys on your case.
11:00
Speaker 1
[noise] it says Cisco, not Lingsey. So I'll tap on that. Okay, and it says unsecured network. Uh, and then what do I do or do I need to go to what you're sending me? Okay. Meanwhile, I'm trying to get through it myself cuz it said click here to install Cisco connect. So I'm giving that a try. Um. It's not going anywhere. Okay, well I'll take a look at the email and see if I can get any farther. Um, otherwise, we'll get a new router. Okay,
12:00
Speaker 2
okuh uh yeah Y yeah yeah yeah yes yeah yes yeah I'll send an email to you just follow the next instructions there and should be able to set up the router yes
12:00
Speaker 1
um, cause I, I did here, click here to install, just go connect, and I'm clicking, I'm tapping it, but nothing's happening. Well, but I can't get online, because we don't. Ah, of course, of course. Yes, yes, of course. Actually, I'll go to her, I'm on her computer. But if I go on this, then I'm going to get, won't it take her offline. I don't want to mess it up for her. Okay. but I can, um, you know, I can bring my own laptop over and do it that way. You know, maybe we'll just re-address this later tomorrow. Okay. [silence]
13:00
Speaker 2
Maybe you need a computer instead, like a laptop or desktop. Well, you don't need internet. You don't need internet initially because that's the goal. You need to set up the router to have internet. Ah. Yeah. Yeah.
13:00
Speaker 1
Well, I thank you for your help. Okay. Yeah, let me, let me double. Oh, okay. Oh, thank you. Or should I stay on with you while you do that? Or just, um okay. Thank you. Thank you so much, Mark. I appreciate it. Okay. Okay, great. Thank you. Bye-bye.
14:00
Speaker 2
You're welcome. I'll send you the email maybe after 10 minutes after after ending this call. Yep I just I'll have to look for the right instructions. You're welcome. And no not necessarily. Just you'll just have to we'll hang up and then after 10 minutes I'll be able to send that. Okay, you're welcome. Very much welcome. That's.
14:00