V2 Rubric Detail — 17874e1e-700f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 20:55
Duration
12m 6s
Contact
Marc Rouke
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.94/5
Technical3.12/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall24.3% (-19.7)

V2 Grader Summary

The customer could not access their Linksys Smart Wi-Fi cloud account, but the agent focused exclusively on local router access and Wi-Fi password entry, never addressing the actual cloud login issue. No resolution, ownership, or next steps were provided, and the agent failed to adapt to the customer’s confusion or demonstrate empathy, resulting in an unresolved and poorly managed interaction.

V1 Case Analysis

Customer unable to access router admin after modem change; agent guided to 192.168.1.1 and myrouter.local, confirmed Wi-Fi reconnection, but did not collect model/serial, verify admin password recovery, or confirm resolution. Call ended abruptly.

Troubleshooting Steps
  • Instructed to navigate to http://192.168.1.1 (local router IP).
  • Suggested alternative URL http://myrouter.local.
  • Confirmed Wi-Fi network name (MDLK_7581_G) and had customer reconnect.
  • Asked customer to double-check Wi-Fi password entry.
Key Observations
  • Agent failed to collect model number, serial number, or any device-specific information despite asking twice ([01:00]), which is a critical protocol failure.
  • The agent conflated Wi-Fi password with router admin password — the customer was failing at admin login ([10:00] 'invalid password'), but the agent only addressed Wi-Fi reconnection.
  • No mention of the 'Forgot password?' recovery option available on the login page for admin password reset, which is a standard non-destructive recovery method (per linksys_now_login_admin.md).
  • The agent did not confirm whether the issue was with local admin access or cloud account login — the customer mentioned 'Smart Wi-Fi account' initially ([00:00]), but cloud account reset was never offered.
  • Call ended abruptly without summary, confirmation of resolution, or next steps ([12:00]), indicating poor call control and closure.
Positive Highlights
  • Provided the correct local access URLs: 192.168.1.1 and myrouter.local ([02:00]–[03:00]), which are valid per KB documentation.
  • Correctly guided the customer to reconnect to the Wi-Fi network and verify the SSID (MDLK_7581_G) ([04:00]–[05:00]), ensuring local network access was established.
  • Eventually confirmed that the dashboard was accessible ([11:00]), indicating the customer regained some level of access.
Agent Errors / Gaps
  • Did not obtain essential device information (model, serial, warranty status) despite asking, violating core protocol.
  • Failed to distinguish between Wi-Fi password and router admin password, leading to misdiagnosis and incomplete troubleshooting.
  • Did not offer the 'Forgot password?' recovery flow for router admin access, which is a documented and safe method to regain access without factory reset.
  • Did not address the customer's initial mention of cloud account login issues — no guidance on resetting cloud account password via https://linksyssmartwifi.com.
  • Ended the call abruptly without confirming resolution, summarizing next steps, or offering further support, resulting in an unprofessional closure.
  • Did not acknowledge or validate customer frustration after repeated failed attempts ([07:00]–[09:00]), missing empathy and communication best practices.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer wanted to log into the Linksys Smart Wi-Fi cloud account; agent never addressed password reset or account recovery and ended the call without a solution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempted local router access (192.168.1.1, myrouter.local) and asked about Wi-Fi connection, but failed to troubleshoot the actual cloud account login issue, misdiagnosing the problem.
R3 Not Met Correct resolution path conf 90%
Agent treated the cloud account login issue as a local router access problem, leading to an incorrect resolution path that did not match the customer's actual need (remote account access).
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptoms like unreachable IP and incorrect password, but failed to ask key diagnostic questions about the cloud account email or password reset options.
T2 Met Appropriate tools / resources used conf 85%
Agent correctly used standard tools: directing customer to 192.168.1.1 and myrouter.local, which are appropriate for local access; no advanced tools were needed for this level of troubleshooting.
T3 Partially Met No misinformation conf 80%
Agent gave accurate instructions for local access URLs and Wi-Fi connection steps, but incorrectly claimed the customer was on the dashboard without verification.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to set expectations, allowed long silences, and lost control of the call flow by jumping between unrelated topics without clear transitions.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language but did not confirm understanding when customer struggled repeatedly with password entry, showing limited adaptation.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of the unresolved cloud account issue, offered no follow-up, and ended the call abruptly without resolving or documenting next steps.
O2 Not Met Proactive follow-through conf 90%
No next steps, timelines, or callback commitments were provided despite the issue remaining unresolved.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and the situation did not clearly require escalation at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy, used a mechanical tone, and failed to acknowledge the customer’s frustration or repeated failed attempts.
X2 Not Met Tone & rapport conf 85%
Agent maintained a flat, procedural tone and did not adjust pace or style despite customer confusion and repeated password entry failures.
X3 Not Met Overall experience conf 90%
Customer was forced to repeatedly re-enter Wi-Fi passwords and retry failed steps without alternative solutions or agent-side actions to reduce effort.
Call Transcript16 turns · 20 lines
Speaker 1
Hi. I am trying to log into my systems smart WiFi um account. Um, I was in it the other day and now it doesn't allow me to go in it.
00:00
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 services, please have your devices 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, linksim Group Technical Support. This is Charm. How can I assist you with today? all right may I know sir what's the model number of your Linksys router [silence] can you provide a serial number of that one, sir? [silence] got it okay one moment here [silence] okay and okay which website you're trying to access it, sir? is it to Linksys smart Wi-Fi .com? [silence] all right um that is not a website, sir 'cause.
00:00
Speaker 1
okay, let me see here. let me try and run that. 192.11 68.1.1 192 1 68.1.1 says the site can't be reached.
02:00
Speaker 2
If you want to access your router settings, you need to access it using the input address, 192.168.1.1. If it will not work, you can access it on MyRouter.local. What device did you use there? Are you using a full?
02:00
Speaker 1
Yeah, a wireless desktop. Uh, I'm sorry. H T T P. Yeah. Oh one slash, oh one slash, okay. Site can't be reached.
03:00
Speaker 2
a laptop, a computer, Wi-Fi. How about this? Can you type in HTTP colon forward slash forward slash [mlict] myrouter. Allan dot local. still the site can't be reached.
03:00
Speaker 1
What happened is I just changed my my uh modem from my provider. So it probably changed everything with my Linksys router. Uh there's different passwords now. No. It's gonna be, and it's going to be, um, one second here. Like it's capital L, capital K, capital D, capital M, 1992.
04:00
Speaker 2
Okay. If I measure, are you still connected with the linksys Wi-Fi with the same password? With the same Wi-Fi password? I know, sir, which, uh, what's Wi-Fi name? Are you connected right now?
04:00
Speaker 1
it's a new, a new, uh, router. a new modem. I'm sorry. okay, how do I do that? okay. okay, yup, I see it. yup. um, MDLK 7581 underscore G. okay. connect. yup, it wants me to enter the password. yup.
05:00
Speaker 2
All right. Can you connect it to the Linksys router, sir? Can you still remember your network? Go to the WiFi settings, um, in your desktop, and then check available networks. Now, what what's the WiFi name you're seeing? Yes. Can you select that one? Are you connected now? All right. Can you still remember your WiFi password? All right. Type the WiFi password.
05:00
Speaker 1
Okay. It says verifying and connecting. It's still verifying and connecting. [silence] they'll verify and connect them. It says the password is incorrect, please try again. Let me try this one. [silence] Yeah, yeah, that was right.
06:00
Speaker 2
All right. so kindly double check sir if you input the correct Wi-Fi password that you have with the Linksys.
07:00
Speaker 1
Let me do this again, a couple more times, mhm. Okay, let me try it again. Can't connect to this network, it says. correct. Correct. correct. correct. right, this one. Hey, this one connected, okay? Yep. Correct. okay. what's your time?
08:00
Speaker 2
Alright. So you're not connected? Alright. Try to open a browser again and then access the page, the 192.168.1.1.
09:00
Speaker 1
speaking: for your mom. speaking: . speaking: invalid password. speaking: . speaking: [silence]
10:00
Speaker 2
right is it asking for a router password um when you set it up before sorry did you create a router password all right so you are now on the dashboard all right so since you're already on the dashboard sir then you can change some settings in your on your routers if you want so is there anything else where I could assist you at other than this all right thank you so much also sir Just comment. By the way, bye for now.
11:00