V2 Rubric Detail — 2b8358e2-6464-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 00:34
Duration
6m 20s
Contact
Jessica Hill
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00132872
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400_Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect technical guidance: agent omitted the five-digit recovery key method, a documented non-destructive password reset option on SPNM/LN series. This is a critical accuracy failure that derails resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.43/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to provide the correct technical solution (five-digit recovery key), resulting in materially inaccurate guidance. No resolution was achieved, diagnostics were incomplete, and empathy was absent. Despite clear ownership and communication, the omission of a core recovery method constitutes a critical failure, leading to an unresolved outcome and auto-zero.

V1 Case Analysis

Customer reset router and cannot access admin page. Advised to connect to default Wi-Fi using label password and access setup via browser. Agent will email instructions. No model/serial collected. No verification of successful connection or setup completion.

Troubleshooting Steps
  • Confirmed router had been factory reset.
  • Advised connecting to the default Wi-Fi SSID using the password on the router label.
  • Instructed to access the router’s setup page via a web browser to re-configure Wi-Fi and password.
Key Observations
  • Agent did not collect model or serial number, a critical protocol gap for troubleshooting and warranty validation.
  • No verification that the customer successfully connected to the default Wi-Fi or accessed the setup page before ending the call.
  • Agent assumed warranty status without confirming via lookup or customer-provided details.
  • Email follow-up offered, but no email address was collected or confirmed.
  • Agent offered paid support appropriately per policy but failed to ensure self-help path was viable.
Positive Highlights
  • Provided correct technical guidance on using default Wi-Fi credentials and accessing setup via http://192.168.1.1 or http://myrouter.local after factory reset (transcript [04:00]).
  • Offered self-help path via email instead of insisting on paid support, aligning with policy for out-of-warranty customers who decline paid assistance.
  • Gave clear, step-by-step instructions on reinstallation process for a factory-reset router.
Agent Errors / Gaps
  • Missing model/serial collection (protocol gap) — critical for device-specific guidance and warranty eligibility (transcript [00:00], [05:00]).
  • No confirmation that the customer successfully accessed the setup page or connected to default Wi-Fi (transcript [04:00–05:00]).
  • Failed to collect or confirm customer email address before promising to send instructions (transcript [05:00]).
  • Did not verify warranty status through lookup or serial number; relied on assumption (transcript [05:00]).
  • Ended call without confirming next steps were actionable or understood, risking unresolved issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or confirm access; customer remained unable to log in, and no outcome was verified. Emailing instructions without confirmation of progress is not a resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested restarting modem/router and using default Wi-Fi password, but skipped key diagnostics like LED status, cable integrity, or verifying if the setup page loaded — critical for a post-reset access issue.
R3 Not Met Correct resolution path conf 95%
Agent skipped the non-destructive recovery path (five-digit recovery key) before discussing factory reset consequences and offered paid support as an alternative, violating protocol that requires attempting recovery first on all supported models.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (can't log in post-reset) and asked how reset was done, but failed to ask about LED state, network connectivity, or whether the setup page appeared — missing logical diagnostic steps.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (remote session, logs) were needed; the issue was basic setup recovery, and KB-based guidance was appropriate.
T3 Not Met No misinformation conf 95%
Agent incorrectly implied the only post-reset option is full reinstallation, omitting the five-digit recovery key method documented for SPNM/LN series — a material inaccuracy that denies the customer a correct solution.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control, framed the interaction, guided next steps, and closed clearly with an email commitment.
C2 Met Confirmed understanding conf 90%
Agent used simple language, avoided jargon, and gave clear step-by-step instructions suitable for a non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and committed to sending follow-up instructions.
O2 Met Proactive follow-through conf 95%
Agent clearly stated he would send setup instructions via email after the call, setting a specific next step.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history; this was the first interaction.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation was not warranted — this was a standard setup issue resolvable at L1 with correct guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was needed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy for the customer’s frustration after a failed reset; tone was transactional with no acknowledgment of difficulty or inconvenience.
X2 Partially Met Tone & rapport conf 85%
Agent communicated clearly but did not adapt to customer’s apparent confusion or check understanding; missed opportunities to confirm comprehension.
X3 Partially Met Overall experience conf 85%
Agent avoided making the customer repeat info, but failed to mention the recovery key — a simpler, non-destructive path — increasing customer effort unnecessarily.
Call Transcript9 turns · 10 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 dot lynksys dot com. please have your device serial number, ready. for assistance, press one now. for out of warranty products, please have your device 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. Hello, thank you for calling linksys. my name is Melissa, your first time calling. may I have your first and last name. sorry, the first name again? okay.
00:00
Speaker 1
r3ONN1O M2580 688,38888 MTA. Uh, I had to reset it because my internet was not working properly and now I cannot get on to the 19 uh, I can't get into the router to reset the password so I can get my internet set up and I don't have a um, network cable to go from the Linksys to the computer. I just have a modem to the Linksys so I don't know what to do. Yes.
02:00
Speaker 2
Internet service provider. And all right, how may help you with this link? So it's your router. Okay, this router is connected to a modem, correct?
02:00
Speaker 1
Correct. What? I push the reset button on the bottom. 30 seconds. Before I reset it, yes. Once I reached, No, I see the, um, I see the name that is on the, the router, the 6883 or whatever it is. And it says there's a password, but. But it's not letting me. No, I can't connect, but. [silence] [silence] Record?
03:00
Speaker 2
How did you reset the link?
03:00
Speaker 1
And you in. Okay. [silence] no, but the the passwords that is on the router is is is is is
04:00
Speaker 2
Yeah, it's not letting you in because you're not connected to it. Now, if there's no internet connection, for example, by simply restarting the modem and the router will help, but if the router still shows offline, this time you're gonna check your modem if that has an internet connection. Now, since the router has already been factory reset, um, the original wifi name shows up, that means it was reset to factory. Now, reinstallation is the next step. You have to reinstall the Linksys router again, like, it's the very first time you're gonna use it. Now, in order to do that, you can just simply use the same password on the sticker label, you should connect to that wifi name that you saw on the sticker label. You'll be routed on the setup um page of your router, so you can start all over again. How long have you been using the Linksys router?
04:00
Speaker 1
working. okay. You just send them to my email address, I thought it would be fine..
05:00
Speaker 2
all the passwords that we print on the router are working. You just have to double check if the zero is an O or is it a zero? Yeah, that you can double check it. You can try it. Now, um, your linksys router appears that it's already been out of warranty. Okay, there is no free assistance for out of warranty devices, but you can pay for $15 for an assistance over the phone for one time and then refundable support. Or I can send you the instructions how you can proceed with your setup since you've already on the step one, um, I can send that on your email address. So, which one would you prefer? All right. Okay, sure. I'll send you the email for that. But yeah, that's the first step. You connect it uh using that just the same password on the sticker label. Okay, once you're connected to that same Wi-Fi password you saw on the sticker label. all right the set up page be under, the set up page be what appear? all right. All right. Is there anything else? I'll send you the email after the call. Okay. You're welcome. Thank you so much for your time. All right. Have a great night. Bye. Bye.
05:00