V2 Rubric Detail — 183ef5a0-7c03-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 02:00
Duration
27m 49s
Contact
Billy Merrel
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#EOS00136639
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall74.2% (+18.2)

V2 Grader Summary

The agent correctly identified the WRT1900 as end-of-life, provided accurate technical information about default credentials, and demonstrated strong ownership and empathy. However, the customer remained unable to access the router admin interface because the agent did not verify login success or explore recovery key options, leaving the issue unresolved despite best-effort guidance.

V1 Case Analysis

Customer unable to access router admin due to forgotten password and outdated cloud-account email. Agent provided default admin password (admin) and advised local login. No verification of login success. Follow-up email promised but not confirmed as received.

Troubleshooting Steps
  • Collected customer contact information and confirmed router model (WRT1900).
  • Explained difference between Wi-Fi password and router admin password.
  • Provided default router admin password (admin) and instructed on local login via PC.
  • Advised against factory reset and offered to send self-help documentation.
Key Observations
  • Agent correctly identified the WRT1900 as end-of-life and advised against unnecessary resets.
  • Agent accurately explained the distinction between Wi-Fi password and router admin password.
  • Agent provided the correct default admin password 'admin' for the WRT1900 model.
  • Agent did not verify whether the customer successfully logged in after providing instructions.
  • Call ended without confirmation of resolution or acknowledgment of next steps by the customer.
Positive Highlights
  • Collected essential customer information (name, phone, email, model) early in the call (transcript [21:00]-[23:00]).
  • Provided accurate technical detail about default admin password and distinction from Wi-Fi password (transcript [26:00]).
  • Correctly advised against factory reset for an end-of-life device unless absolutely necessary.
  • Offered to send a self-help guide via email, providing a clear next step (transcript [27:00]).
Agent Errors / Gaps
  • Did not confirm login success before ending the call (transcript [27:00]).
  • Failed to verify that the customer could access the router's web interface at http://192.168.1.1 or http://myrouter.local.
  • Did not troubleshoot basic connectivity prerequisites (e.g., ensure device is on Wi-Fi, try different browser).
  • Prematurely closed the call without ensuring the customer understood or could act on the advice.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still cannot access router admin interface; agent only suggested trying default admin and emailed steps without verifying login or recovery options.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified model, gave default admin password and warned against reset, but did not verify login or use recovery key; troubleshooting was incomplete.
R3 Met Correct resolution path conf 90%
Agent correctly identified end-of-life status and provided best-effort troubleshooting (try default admin, email guide) without dismissing the customer; appropriate path for OOW device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for model, email, ISP, and device count, and distinguished Wi-Fi vs. router password, but failed to ask whether customer had ever set a custom admin password or knew the recovery key.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal system to confirm end-of-life status and provided correct default credentials; no additional tools were required or available for this scenario.
T3 Met No misinformation conf 95%
All technical statements (default router password = admin, Wi‑Fi password on label, avoid factory reset) are correct per KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent introduced self and gathered info, but long silences and unclear transitions (e.g., 'get in into who') reduced call control.
C2 Met Confirmed understanding conf 90%
Agent explained difference between Wi‑Fi and router passwords in plain language and confirmed understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, promised to email steps, and took responsibility for the issue.
O2 Met Proactive follow-through conf 90%
Agent said an email with troubleshooting steps would be sent immediately after the call.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly decided not to escalate a password‑reset issue that could be handled at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was required.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed apologies repeatedly and thanked the customer, showing empathy and professionalism.
X2 Met Tone & rapport conf 85%
Agent maintained a calm, patient tone and adjusted explanations when the customer was confused.
X3 Partially Met Overall experience conf 80%
Agent asked the customer to repeat phone number and email, adding some effort, but avoided unnecessary holds.
Call Transcript18 turns · 22 lines
Speaker 1
well he'll have self health [silence] Yeah, yeah, yeah, and these are many of the issues, it's just how to follow their. It's shocking. is I appreciate so much what you said and thanks for sharing. OK. I'm [silence]I'm not sure how much to include of the answer. Yes. Hi. Yes, I just have a question. I had, I was trying to change my password on my router, and what it is, I have the email that's associated with my account. I can no longer access it. So I can't get a, you know, they were gonna send me a, I guess, you know, the direction to change my password to that old email, but I didn't, I, and so I was just trying to see how I can get into it.
00:00
Speaker 2
Thank you for calling Linksys. This is Ruby, how can I assist you?
19:00
Speaker 1
Yeah, just to change my password. No, what I did, I just went into, you know, to, I guess it was forgot password, but then, like I say, then the email that's associated with my account is an old email and I have, I no longer have access to it. So, uh, I couldn't use the, uh, forgot password because they was going to send, uh, they was going to send, I guess, the directions to reset the password to, to that email. And I didn't know how to, to change, yeah, to change it to my new email so I can get into it.
20:00
Speaker 2
get in into who. Okay. So you want to change the Wi-Fi password. And then, are you like trying to change the Wi-Fi password using um the Linksys application. Sir. Mhm. Mhm. Oh, okay. Mhm. And what device are you using Sir to like change the Wi-Fi password?
20:00
Speaker 1
The router, the model number, or? No. Oh, no. Uh-huh. Yes. Uh-huh. Okay, 93777673732. Billy? Yes ma'am. Uh-huh. Merrill M E.
21:00
Speaker 2
I mean, are you using a phone to change the Wi-Fi password? An iPad or what device? A PC, okay. uh, before we, before we proceed to check, sir, um, may I ask if this is your first time calling Linksys? Okay, so allow me first to gather some of your information to create your record, sir. So let's start it away with your phone number, just in case we get cut off, then I can call you. 93777763672 and then the first name, is it B-I-L-L-Y and the last name.
21:00
Speaker 1
Roulette. And I'm sorry? the one associated with now or the new one? OK, it's B Merrill 1999 at gmail.com. Yes. Now, it is T-mobile, I'm sorry.
22:00
Speaker 2
Okay, so that's Mike Echo Romeo Romeo Echo Lima. And how about your email address? Email address Email. I uh, yeah, as long as it's the active email. Okay, so that's B and then your last name 199 at gmail.com. Thank you, sir. And who is the internet service provider? Team Mobile. Okay. And then how many routers do you have, sir?
22:00
Speaker 1
uh I just have the one router. It is a WRT 1900, is that the Sorry. I think so.
23:00
Speaker 2
Just one router. What's the model? Oh, WER 1900. Let me just check this device. Okay? Can you see on the line? Is the Wi-Fi still working? WER 1900, okay? Okay. So, for this one, sir. Okay? Upon checking it here, the device is already uh reached to the end of life support, okay? And then, I am really uh sorry to inform you that for this um though yes. Really sorry to.
23:00
Speaker 1
[silence] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] Uh-huh. [ silence ] Uh-huh.
24:00
Speaker 2
I'm gonna inform you that this device is belongs to the end of life support and I want really to be upfront with you sir. This model has reached uh, of course, as what I have said, uh, end of life support like end of support. So, it's no longer received firmware updates or active fixes or technical support. I can provide you a few practical steps that will open help and afterward, I'll email you a self help guide you can keep. So, for this one, sir, I will be really advising you not to reset the router, okay? If the router is working, then that's really good. But really do not reset the router. So, since you mentioned that Wi-Fi is working on the router. Well, that's really good. And then if you want to change just the Wi-Fi password, right? Okay. So, when you logged in using your PC, okay?
24:00
Speaker 1
Yeah, just, but it, you know, when I tried to, I can use my, you know, the, the, I guess username and then, but then the password, you know, I forgot what it was and so I can't, it won't let me go in. So then when I try to use, you know, to, they just change to, you know, forgot password. I can't get it because they was going to send it to that email, which is no good anymore.
25:00
Speaker 2
Okay. Do not login using your email address. There's another option for you to log in using the router password, correct? Mhm. there's another way for you to log in. Of course, make sure that your PC, yeah, of course, make sure that your PC is connected to the Wi-Fi, okay? And then, when you log in, do not log in using the email associated search. Just log in using the router password. And router password is different from the Wi-Fi password.
25:00
Speaker 1
Yeah, and then it has one on the bottom, it has, you know, on the, on the tag. [silence]
26:00
Speaker 2
Wi-Fi password. Sir, so did you remember creating a new Wi-Fi password before? the one at the bottom, sir, the one at the bottom is the default Wi-Fi password. Wi-Fi password is different from the router password because when you login, sir, it will ask for the router password. uh router password, the default router password is admin all in lower case a d m i n, that should that should be the login password, not the Wi-Fi password okay? So the default router password is admin, but if you created your router password before, so it should be a different router password, but try admin, but I will not uh because the only way uh to retrieve the router password is to reset the router. But I will not be really suggesting you to reset the router okay?
26:00
Speaker 1
Okay. Alrighty, alrighty. I appreciate that. Okay. thank you. Alrighty. Well, thank you very much, appreciate it. That's good. Bye-bye.
27:00
Speaker 2
So if you want to change the password and you cannot access the settings of the router, just, you cannot just leave it as it is, cuz if you reset the router sir, so it's not a guaranty that it will work again. So, right after this call, I'll send you the troublesho--help steps, okay? Just follow, but do not reset the router. Okay. So expect an email from me right after this call sir. But then again, if you cannot access the router settings using the router pass, just do not proceed, cuz, the last option is to reset the router, so it will take a lot of work for you. Okay? You have a nice day then. You're welcome sir. Take care always. Bye.
27:00