V2 Rubric Detail — 163e3c2c-6a27-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 08:32
Duration
7m 56s
Contact
Gary Roddis
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00133719
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wi-Fi and Router passwords confusion

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication5.00/5
Protocol4.00/5
Efficiency5.00/5
Overall4.9/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall93.5% (-4.5)

V2 Grader Summary

The agent correctly resolved the issue by clarifying the difference between router admin and Wi-Fi passwords and guiding the customer to update the Wi-Fi credentials via the app. The customer confirmed success, and the interaction was handled with appropriate technical accuracy and communication. No escalation was needed, and all necessary next steps were communicated.

V1 Case Analysis

Customer changed Wi-Fi SSID/password via Linksys app, confused router admin password with Wi-Fi password. Agent clarified the distinction and guided customer to Wi-Fi Settings in the app. Customer confirmed Wi-Fi connectivity restored.

Troubleshooting Steps
  • Collected customer name, email, and serial number.
  • Confirmed customer was logged into the Linksys app.
  • Explained the difference between router admin password and Wi-Fi password.
  • Guided customer to the Wi-Fi Settings tab in the app to update Wi-Fi credentials.
Key Observations
  • Agent correctly distinguished between router admin password and Wi-Fi password, aligning with KB guidance.
  • Customer was guided to the proper Wi-Fi Settings path in the app, the correct method for changing Wi-Fi credentials per KB.
  • Agent proactively reminded the customer to save changes after updating Wi-Fi settings, preventing potential oversight.
  • Issue resolved without requiring password reset or factory reset, demonstrating efficient troubleshooting.
Positive Highlights
  • Clear and accurate explanation of password types, preventing customer confusion.
  • Efficient, step-by-step navigation guidance within the app, ensuring customer could follow along easily.
  • Polite and professional tone throughout, with active confirmation of customer understanding.
  • Proactive reminder to save changes, ensuring the fix was applied and avoiding repeat issues.
  • Effective call control and confirmation of resolution, closing the call with clear next steps.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution with 'it works thank you' and 'perfect all right thank you very much for your help'.
R2 Met Diagnostic thoroughness conf 96%
Agent guided customer through the app to Wi-Fi settings, corrected the confusion between router admin and Wi-Fi passwords, and instructed to save changes — directly resolving the issue.
R3 Met Correct resolution path conf 97%
Agent correctly identified the root cause (confusion between router admin password and Wi-Fi password) and used the appropriate path via the app to fix Wi-Fi credentials without unnecessary escalation or reset.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent recognized the symptom but did not ask diagnostic questions about when the change occurred, which device was used, or whether the customer had tried local login — relied on customer’s self-report without probing.
T2 Met Appropriate tools / resources used conf 97%
The Linksys app was the correct and sufficient tool for changing Wi-Fi settings; agent used it appropriately and no additional tools (e.g., remote session, web UI) were needed.
T3 Met No misinformation conf 99%
Agent correctly explained that the router admin password (for app login) is different from the Wi-Fi password (for device connection), which aligns with KB documentation.
Communication
C1 Met Clear & professional language conf 96%
Agent maintained control by guiding the customer step-by-step, confirming understanding, and prompting for action without losing focus despite customer’s tangents.
C2 Met Confirmed understanding conf 95%
Agent matched the customer’s informal tone ('no worries, sir'), used plain language, and avoided technical jargon, making the interaction accessible.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, did not transfer, and stayed on until the customer confirmed resolution.
O2 Met Proactive follow-through conf 97%
Agent clearly instructed the customer to press 'Save' or 'Apply' after changing settings and confirmed resolution before closing the call.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required — issue was resolvable at L1 via app guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent was polite and professional but did not explicitly acknowledge the customer’s frustration or confusion; missed opportunity to validate emotional effort.
X2 Met Tone & rapport conf 94%
Agent adapted to the customer’s pace, allowed time to navigate the app, and used affirmations ('uh-huh', 'no worries') to maintain engagement.
X3 Met Overall experience conf 97%
Agent avoided unnecessary steps, did not ask for repeated information, and guided the customer efficiently to the correct menu within the app.
Call Transcript16 turns · 16 lines
Speaker 1
hey up mate, um, I've just set an account up for my um, linksys, wifi router, have, I've had it a while, and I thought I'll set an account up to, you know, check everything like internet speeds and stuff, and um, what I've done, I've changed my, uh, my, my password for my router, uh, by accident, I thought it were asking, uh, like for a sign up account details, and it's ended up changing my Wi-Fi name and password, but I've gone on the app and reset my password for the router, as it says, and it won't, it nothing it won't let, won't let my connector out. It's just saying that it, it won't let the password go through or anything. [silence]
00:00
Speaker 2
Welcome to linksys support to assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling linksys. My name is Josh. How may I assist you today? I see. I see.
00:00
Speaker 1
[DOWNWEIGHT] Yes. One. Just give me one second mate. Is it, It is five 6 E2 oh m one to C 035. [silence] [silence]
01:00
Speaker 2
Speaker 1: I see. Got this one so and just to confirm, it's this your first time calling us? Uh-huh. Since this is your first time, I would need to create a record for you first. By the way, sir, may I know how many LinkSys routers do you have? Uh-huh. May have the serial number of that router please? Mm-hm. Mm-hm. Mm-hm.
01:00
Speaker 1
13
02:00
Speaker 2
alright thank you so much for that answer so let me verify again the serial number to make sure that i got it correctly are you sorry make sure that i got it correctly so is it five six E for ecot L for lima M for mic or two L to L zero alright and then letter L for lima alright M so five six ie for ecot L A for alpha then c for Charlie 3513 is that correct thank you thank you so much for confirming all right
02:00
Speaker 1
It's Gary Roddish. G A R Y. Yes. R O D D I S. It's G. Roddesjr97@gmail.com. You what, sorry? Yeah, G5, but that's the one. Yes.
03:00
Speaker 2
And may I have your first and last name, sir? I'm sorry, how do you spell your first name? G. So just one letter R correct? Uh-huh. And what about your last name again, sir? [ silence] Thank you so much for that one. And what's your email address? Is it [ silence] driver? And last thing, sir, who's your internet service provider? Is it B fiber? [ silence] driver. And I assume this router was provided by your internet service provider, correct? All right.
03:00
Speaker 1
Yeah, well, I've never, I've had the router a while, but I've never downloaded the app. So I've downloaded the app and done all the steps and it's changed my Wi-Fi name and password. And then obviously I've set my account up and then I've tried logging in. Well, I forgot the initial password that I put in for the Wi-Fi router at first because I didn't realize it was going to be the router Wi-Fi password. And so I've changed it on the app and it just wouldn't, it wouldn't login to the internet now. Yes.
04:00
Speaker 2
mm-hmm. Uh-huh. Uh-huh. Uh-huh. Uh-huh. mm-hmm. mm-hmm. All right, so you you have successfully logged into the Linksys app, however, uh you mysteriously changed the Wi Fi name and password, is that correct? All right, so since you are logged already logged into the Linksys app, we can actually like rename again the Wi Fi name and password. So just to confirm, are you still on the app?
04:00
Speaker 1
uh, one second, yeah, yes, yeah, it, it, it comes up and says internet online and, and, and everything like that, but obviously my phone's not connected to the actual Wi-Fi, yep, Wi-Fi settings, right, right,
05:00
Speaker 2
No worries, sir. Just take your time. Yeah. So, let's try this one. So, on the dashboard, kindly press on the menu icon located at the upper left corner, like the three lines. Uh-huh. Then press on Wi-Fi settings or Wi-Fi settings tab.
05:00
Speaker 1
So what is the? Right. Oh right. So this is a different path? I went on What's what's network administration then? Right, right. Right, sorry mate. This is this is all my mistake and I've I've not gone on, I've gone on to the wrong
06:00
Speaker 2
all right so yes sir nor sir I see the network administration like I assume you on that screen it asks you for a router password sir that password you only use when you log in into the link system app locally however regarding with the Wi-Fi password that's the password where you can use to connect your devices to the Wi-Fi name or Wi-Fi network of this router so technically sir router and all right so they are different sir yeah no worries
06:00
Speaker 1
uh wrong tab um so right let me just while I've got you here let me try let me try this uh this fitting connects now and uh it might it'll it'll just be me me man yeah one second perfect uh right yeah it works thank you I think I think it's good yeah perfect all right thank you very much for the uh no that's it thank you very much for your help anytime have a great day
07:00
Speaker 2
no worries, sir. Mm-hmm. Yes, sir. Uh-huh. and make sure to press save sir or apply once you have done changed the Wi-Fi password, okay? Mm-hmm. You're most welcome, sir. Is there, are we all good for, you're most welcome, sir. Is there anything else? Got it, sir. You're most welcome. Thanks so much again for calling Linksys support. You have a great day. Yes. you too, sir.
07:00