V2 Rubric Detail — 127eaffe-6c1b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 20:11
Duration
11m 31s
Contact
Yuri Maximenya
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134120
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Password concern/Login

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall11.7% (-16.3)

V2 Grader Summary

The agent failed to resolve the core issue of router login access, provided technically inaccurate information, and defaulted to a paid reset without attempting non-destructive recovery. Despite offering to send instructions, no meaningful troubleshooting or customer adaptation occurred, resulting in an unresolved outcome with multiple critical failures across technical and communication domains.

V1 Case Analysis

Customer unable to access router admin; password not accepted. Serial and email provided. Agent incorrectly stated cloud account creation is discontinued, gave wrong default password advice, and failed to offer recovery key method. Ended call after customer declined paid support without confirming self-help email would be sent.

Troubleshooting Steps
  • Collected serial number
  • Asked if default admin password 'admin' works
  • Informed about factory reset as only option
Key Observations
  • Agent made multiple materially incorrect statements: claimed cloud account creation is discontinued (false), claimed 'admin' is default password without model verification (inaccurate for many models), and failed to offer recovery key method (critical omission).
  • Agent did not verify router model before giving default password advice, violating KB guidance.
  • Call flow was chaotic with long silences, repeated name requests, and no structured troubleshooting.
  • Agent incorrectly stated the only recovery option is factory reset, contradicting KB which specifies the five-digit recovery key method.
  • No confirmation that the self-help email would actually be sent or what it would contain.
Positive Highlights
  • Collected the device serial number (transcript [02:00])
  • Collected customer email address (transcript [05:00])
Agent Errors / Gaps
  • Provided false information that Linksys cloud accounts can no longer be created (transcript [05:00], [06:00]) — contradicts linksys_cloud_account.md which states accounts can still be created.
  • Failed to verify router model before stating default admin password is 'admin' — contradicts universal_password_login.md which states SPNM/LN series use WiFi password as default, not 'admin'.
  • Did not offer the five-digit recovery key password reset method — contradicts universal_password_login.md and linksys_now_login_admin.md which specify this as the correct non-destructive recovery method.
  • Incorrectly stated factory reset is the only option for password recovery — contradicts KB which provides non-destructive recovery via recovery key.
  • Did not confirm warranty status via lookup — relied on customer estimate and charged $15 without verification, violating protocol.
  • Chaotic call control with long silences and repeated name clarification (transcript [03:00], [04:00]) — poor efficiency.
  • Ended call without confirming email would be sent or what it would contain — left customer with no actionable path, violating resolution protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved login access; only offered to send self-help instructions after the call without confirming recovery steps.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped diagnostic steps like checking recovery key, model-specific default password rules, or attempting non-destructive recovery before suggesting factory reset.
R3 Not Met Correct resolution path conf 90%
For an out-of-warranty device, agent should have offered best-effort troubleshooting; instead immediately quoted $15 fee and pushed reset without exploring recovery options.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent identified symptom (can't log in) but asked no relevant diagnostic questions about admin password history, recovery key, or router model specifics.
T2 Not Met Appropriate tools / resources used conf 85%
No tools used (e.g., KB lookup, remote session); agent failed to verify correct default password rules or recovery process for the device.
T3 Not Met No misinformation conf 90%
Agent incorrectly stated default admin password is 'admin' (not true for many models) and falsely claimed cloud account creation is discontinued.
Communication
C1 Not Met Clear & professional language conf 90%
Call had long silences, music, no clear framing or transitions; agent failed to maintain control or set expectations.
C2 Not Met Confirmed understanding conf 85%
Agent used vague, scripted language without adapting to customer's confusion or frustration; no comprehension checks performed.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent did not transfer but failed to actively resolve issue; offered to send email instead of guiding through recovery, missing ownership opportunity.
O2 Met Proactive follow-through conf 90%
Agent committed to sending email within five minutes after call, providing clear next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy or acknowledgment of customer frustration regarding login issues or $15 charge.
X2 Not Met Tone & rapport conf 85%
Agent maintained monotone, scripted tone and did not adjust to customer’s irritated and confused state.
X3 Not Met Overall experience conf 90%
Customer was forced to wait for email and consider paid service; agent skipped available non-destructive recovery steps that would reduce effort.
Call Transcript21 turns · 22 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 available depending on your issue. To hear more about your service options, press two. Please select from the - 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
00:00
Speaker 1
Hey. My name is Yuri Maxime. Uh, I got old rr, A93 00. Uh, somehow I cannot login through it. It doesn't accept my password. [silence] No, No, no, I got internet. I just wanna reset uh some stuff inside the router and I cannot login into the router. I have internet, everything works. My internet works. I just set up extender for the uh network. But right now I was uh trying to change some security settings and I cannot log in. It doesn't accept anything. [silence] Yeah, I was uh I was considering to change.
01:00
Speaker 2
My name is Gerald. I'm out. [silence] Wait, are you connecting to the internet, but can't because it's not accepting the password? [silence] oh, so you're trying to change the router password or the Wi-Fi password, if you're changing the Wi-Fi password, you can download the router's app on your smartphone to change it.
01:00
Speaker 1
change the, just on the router, not the Internet password, but just the router only. WHPA, or some security, uh, check if it's got like WPA3 or it's only WPA2. I, I told you I just uh, put extender. It took me a while to, uh, connect extender with the router. It works right now, everything, but somehow I cannot log in anymore to router itself. There is a like on the back, uh, there is like serial number, there is a password, but uh, internet, I mean wi-fi password, but my wi-fi password is different than your uh, like uh, factory provided. Uh, I don't know how to get access to my router. Yeah, I got I got it in front of me.
02:00
Speaker 2
I see. [ silence ] just give me the serial number of this rather.
02:00
Speaker 1
130R10509503418 yuri Maximania [silence] Y-U-R-I Uri true [silence] [ silence ]Y-U-R-I Yuri [silence] last name Maximania [silence] I'm like Mary [silence] [ silence ]
03:00
Speaker 2
What is it? What is your first name and last name so I can create a record for you? I'm not sure how to spell it. Can you spell it for me? [silence]
03:00
Speaker 1
I, the, would be, the, Mary, the, the, Edward, the, the, Nancy, why the, yellow, the, is, the, is the apple, actually, I, uh, I, I'm looking with the magnifying glass on the serial number, a little bit different, I got the clearer view, it's 1-8, R, 1-0-6, 0-9, 8-0, 3-4, 1-8. I can't even create new account on your website. It says, you cannot use the password. Why not if uh, uh I, I was waiting for like uh, uh, password reset link. But it did not send me anything. Uh, for like already 10 minutes or so. Silence I got IP address everything. uh Karabas Seven KARABAS7 SSSM number seven at Tjehu.com uh spectrum I understand it's a little bit ongoing.
04:00
Speaker 2
all right we'll talk about that right uh for for now what's your email address let me create a ticket for you and is your internet provider okay now regarding whether you not create i mean not able to create an account that is correct because the cloud server has been discontinued so you can no longer create an account you can log in using the local password instead or the admin password that way you can log into the app without going to your account
05:00
Speaker 1
outdated but it works fine and I don't have like a really significant network or something. I got only a few devices on the network. Uh at that point it still works fine. Um I was looking recently to a new router but this one works perfectly. How can I like create a new or reset or what? or I got another like hard reset something with a button or what? What would you would recommend how I can like log into my router? Okay uh forget about creating a new one but how I can like log in? Uh admin password you mean what's on the back? But I [silence]
06:00
Speaker 2
[silence] [music] All right. You can again log in using the admin password of your Linksys router, but account you can no longer create an account it's not possible anymore. [music] Now the admin password, if you did not change it or if it's still the same,
06:00
Speaker 1
[silence]
07:00
Speaker 2
Then the admin password is the word admin. Hmm. Right, if it, it, it should accept the password that you created. Otherwise, it, if you forgot the password. The only option you have is to reset the router that will erase the settings. Settings it could configure for it. That, that is right, but I'm not, I'm not saying you, you do it. I'm not saying you reset it. I'm just telling you that that's the only option if you forgot to write a password. Now, I checked the serial number here based on the serial number that you provided. It's showing that your links to, unfortunately, it does not show any data here. So do you remember when and where you purchase this?
07:00
Speaker 1
on Sam's Club. I don't remember it was few few years, I don't know, maybe five years ago or something, maybe four, I don't I don't remember. Honestly, if I look at my Sam's Club receipts, yeah, it's gonna be I don't remember. It's not definitely a year or two, it's more than three years for sure. probably five or something like that. Yeah, but charged for what? Well, I need just how to access my router or how to reset. Do I need to press that button, red button, reset button, reset everything and then what's your uh, it's the admin password or it's not what what's
08:00
Speaker 2
Oh, this is about. I've been. Got it. Well, if that's the case, the Rotherden is unfortunately out of warranty. And for out of warranty devices, if we're going to assist you with this, you'll be charged $15 non-reimburseable. For ascertaining. Depends on the situation.
08:00
Speaker 1
assist with what? I still don't understand what what you can do for me. If you're trying to sell, you're going to charge me $15 for press the red button and reset everything or I don't get how you can assist me.
09:00
Speaker 2
Again, the router password, and the only option we have is to reset the router. But that will erase all the settings of the router. We'll go back to default settings. Now, if you remember the password, we can log in using the admin password. Forget about the email. We can no longer access that. But again, if I'm going to assist with this, you'll be charged $15, non-refundable. So, are you willing to proceed? If you want, I can send you the link. You know. the that that might be a part of it. If again we might need to reset the router. If again you forgot your password, because there's no way we can log in to the system settings without the router password. Now, if you're asking what is the $15 statement, it's for assistance. If [silence] you, [silence]
09:00
Speaker 1
Yes, please, send me instructions, please. Thank you, sir. I appreciate it. Otherwise, for $15, I can buy some other new router for $20. Right now, we got like Mac.bid auctions, some of the routers sold for $20. the actual latest links models. That would be much much better to buy the new router, right? And then set up new account and everything. And that's going to cost me $20 instead of paying you $15 for for actually for I don't know what. If you can just send me generic manual of what was on your or if you got online on your website somewhere manual for that particular router.
10:00
Speaker 2
if you're not willing to pay, that's okay, I will understand that, I'll expect that, I'll send you the guy and how you can do it yourself, it's a self help guy. Alright. I'll send it to you, bye. Right, I understand it.
10:00
Speaker 1
I could access it. Like I might have a, a original, router manual somewhere in the storage. I might still have it. I don't know. Okay, thank you, sir. I appreciate your help. Have a good day.
11:00
Speaker 2
All right. So give me five minutes once we end the call. I'll send the email to you, okay? I'll send it to your email. You too. Have a good day. Bye-bye.
11:00