V2 Rubric Detail — 2f11e4bc-5fad-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 00:34
Duration
21m 46s
Contact
Shaun Mongan
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00132153
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E7350 - new modem, reconfiguration required

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication1.25/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall58.5% (+0.5)

V2 Grader Summary

The agent achieved a successful resolution by guiding the customer to the correct Wi-Fi password settings, fulfilling R1. However, the interaction was marred by poor call control, repeated information requests, lack of empathy, and confusing communication, resulting in Not Met ratings for C1, X1, X2, and X3. The technical path was correct and tools were appropriately used, but execution significantly increased customer effort.

V1 Case Analysis

Customer unable to recall Wi-Fi passwords after modem swap; guided to admin page (192.168.1.1) and instructed to change passphrases under Wireless > Basic Wireless Settings. Customer confirmed understanding.

Troubleshooting Steps
  • Confirmed router connectivity (wired/wireless).
  • Guided customer to open http://192.168.1.1 and log in.
  • Navigated to Wireless > Basic Wireless Settings to locate passphrase fields.
  • Explained that changing the passphrase updates the Wi-Fi password for both 2.4 GHz and 5 GHz bands.
Key Observations
  • Agent never asked about warranty or created a case number.
  • Long periods of silence and repeated requests for the same serial number ([10:00], [11:00], [12:00]).
  • Agent appeared uncertain about the UI, leading to a confusing dialogue (e.g., [17:00] 'make a mess', [19:00] 'I'll be back in a minute').
  • Customer ultimately found the correct settings and expressed satisfaction ([20:00]).
Positive Highlights
  • Correctly identified the admin URL (192.168.1.1) for an EA-series router.
  • Accurately pointed the customer to the Basic Wireless Settings where the passphrase is edited.
  • Collected the customer's email for documentation.
  • Eventually allowed the customer to self-locate the correct settings after initial confusion, showing adaptability.
  • Avoided pushing paid support unnecessarily and provided actionable self-help guidance.
Agent Errors / Gaps
  • Failed to capture warranty status or confirm coverage.
  • Did not document a HappyFox case number.
  • Provided disjointed instructions; lacked clear step-by-step pacing.
  • Did not verify that the password change was successfully applied before ending the call.
  • Repeatedly asked for the serial number despite it being clearly provided at [10:00] and [11:00].
  • Interrupted the customer mid-sentence at [16:00] with 'Ya, you're there' while the customer was still asking a question.
  • Used confusing and incorrect phrasing such as 'make a mess' and 'floor and everywhere' at [16:00], which could mislead the customer.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution with 'I think I'm okay now' after successfully accessing Wi-Fi password settings and understanding how to change them.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer to access 192.168.1.1 and locate Wi-Fi security settings, but troubleshooting was disorganized with repeated requests for serial number and no systematic verification of the actual issue (Wi-Fi password visibility).
R3 Met Correct resolution path conf 95%
Agent correctly pursued troubleshooting for a setup/access issue on a device purchased in 2024, which is in-warranty; no escalation or dismissal was appropriate.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (can't access admin tasks) and asked about admin password, but did not ask targeted questions about Wi-Fi password configuration or confirm root cause (misplaced settings location).
T2 Met Appropriate tools / resources used conf 95%
Issue was resolvable via local web interface; agent correctly directed customer to http://192.168.1.1 — no additional tools (remote access, logs) were necessary.
T3 Partially Met No misinformation conf 85%
Agent ultimately directed customer to correct section (Wireless Security), but gave confusing instructions like 'floor and everywhere you are there' and initially misdirected to Administration instead of Wi-Fi settings.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent silences, repeated requests for serial number, lack of framing or transitions, and fragmented speech ('you save me from going to the lab') show loss of call control.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but failed to confirm understanding, spoke in unclear fragments, and did not adapt to customer’s confusion about where to change Wi-Fi passwords.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and worked through the issue until the customer indicated resolution.
O2 Partially Met Proactive follow-through conf 80%
Agent collected customer email for documentation but did not set explicit next steps, timelines, or follow-up actions beyond case logging.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact, so continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent’s scope and resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy, did not acknowledge customer’s frustration or effort, and remained transactional throughout.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt tone or pace to customer’s confusion; communication remained flat and disjointed despite customer’s repeated attempts to clarify.
X3 Not Met Overall experience conf 95%
Agent asked for the serial number multiple times despite it being provided, creating unnecessary repetition and customer effort.
Call Transcript26 turns · 26 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, 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. [silence]
00:00
Speaker 1
I'm ready. My name is Sean Mungan. M who? My name is Sean Mungan.
09:00
Speaker 2
Thank you for calling Lindsay's. My name is Nathan. May I know who am I speaking? Sean, Mungan. How do you spell your last name, Sean? [silence]
09:00
Speaker 1
Well, let's see, I have a Linksys uh Wi-fi router, model number um 0035. And the serial number? Yeah, um it is 37A10N023DC0035. Um, two zeros 35.
10:00
Speaker 2
okay tell me uh how can help you? do you have the serial number of the device? yes please one more time after the D is it two? alright tell me
10:00
Speaker 1
Well, let's see. I got a new modem from my internet provider. And now I cannot get my uh WiFi router. I mean, it looks like it's connecting, but um my old passwords no longer work. And I was wondering if it needs like a firmware update. I bought it in 2024 and it hasn't been updated since. And I'm having trouble getting to the uh, I'm sorry. You want the serial number again? How many what? How many what? Uh, just the one. Yeah.
11:00
Speaker 2
What seems to be the problem? [ silence ] It's okay. It usually is automatic. [ silence ] Can you tell I'll give me again the serial number. It didn't work on my side. [ silence ] 37. Yeah. Is how many nodes do you have one or two? Only one. [ silence ] Uh linksys. How many linksys devices do you have? You only have one. All right.
11:00
Speaker 1
Yes there's the uh...37... a. One zero m. two three d. zero zero three zero seven... was uh...3 7810M 2 3D 0 0 3 0 7. I can't see... Spectrum. Just a plain modem no no router built in.
12:00
Speaker 2
number one more time please. All right. Decision E. 7350. Stay with me. Okay. This will work. Who is the internet service provider that gave you the new modem? The new modem that they gave you, is it a plain modem or is it a modem with router Wi-Fi? [silence]
12:00
Speaker 1
They're both a solid blue, and I do have an Ethernet connection right now for my computer, but when I try to connect to the wireless device, oh, wait a minute. I think it wiped out my old password. There's a password on the bottom here. I'm going to try that. I'm sorry. I just noticed that. But the thing is, I can't get to the website for the router so I can do admin tasks. Yes, I do, and I did sign into it once, but I can't get back to it. [silence]
13:00
Speaker 2
So you connected it directly to the spectrum and goes to the e7250 E7250 the internet board. And what is the color of the light on your e7250? on your Amazon? Go ahead. [silence] Do you remember the admin password? You try it may work. If you you okay.
13:00
Speaker 1
right, hold on. One second. Yes, I'm connected wirelessly. So that's working. Okay Browser open. Yeah, I think I tried. Right. 192.168.1.1. Oh now I'm at a lynx sys Wi-Fi [silence]
14:00
Speaker 2
Okay, try to open a browser. Make sure your computer is connected to the uh computer, wired or wireless. You are connected, right? Confirm. All right. That's good. Now, I need you to open a browser for me, please. And visit the website 192.168.1.1 on the URL bar. Correct. Press enter. Tell me what happened. [silence]
14:00
Speaker 1
All right. let me try the admin password. OK, that worked. All right. So how do I? All right. I've tried that IP address before and it took me somewhere else. All right. How do I change? How do I? How do I reset the passwords for because it's got two bands, it's got a 2.4 gigahertz and a 5 gigahertz. So there are two passwords that I can use. Yes, I'm looking at a blue linksys uh Wi-Fi router dashboard uh
15:00
Speaker 2
you
15:00
Speaker 1
And it's on static.istate. [silence] Oh, please wait. [silence] Uh, it is Destrus80@gmail.com. [silence] I'm sorry. What did you say? [silence] oh, where do. [silence]
16:00
Speaker 2
Ya, you're there. All you have to do is go for the wireless and wireless settings. And then if you see the wifi name and and wi-fi password, you just simply override it. All right. You're there. Sean, all you have to do is make a mess. No, no, it's I'm here, I'm still here. Uh, I'm trying to say it's all you have to do is floor and everywhere you are there. Now, tell me, what is your email address? Let me create a K case ticket for you. All right. Tell me, you are asking or you're you are saying? Uh, you are asking a question that I when I interrupted you. What was the question?
16:00
Speaker 1
where do I change the pass for it? under security? [silence] Oh I see, administration. Okay that's where I I I set the the admin pass word but what about the pass words for each of those channels? Like when I connect to the when I connect the device and it asks me for a password, where do I change those password? configuration Wi-Fi basic wireless setup setting. [silence] yes but I don't see anything about pass words here.
17:00
Speaker 2
[silence] Uh, no, it's not in the security, it's on the, sorry, administration, you got it. Wireless network system status. You see it? [silence] Under the configurations and under the Wi-Fi. [silence] Yes. You will see there, right?
17:00
Speaker 1
wireless, all right, I'm in the Wi-Fi section and the choices are basic wireless settings, Wif-fi protected setup, wire, oh, wireless security. Oh, there it is. Oh, and it has the, um, All right, so passphrase on this means password, correct? All right, so they call it a passphrase but it's really, okay. So if I, if I set the passwords here, I'll be able to connect my devices when it asks for a password. All right. how do I change the
18:00
Speaker 2
How about the wireless security? Do you see it? Wow! Correct. This is the old router. That was the original way. Yeah.
18:00
Speaker 1
Meet, just a WPA two personal there, you know, all the other selections for enterprise or work disabled. I guess, I can't, I know when I first go did that, I was able to name them both of those bands, and they would come up identified networks. Wait a minute, wait, I found it. Wait, I think I found it. Yes, under basic wireless settings, it has network name, that's what those and those. [silence]
19:00
Speaker 2
Um, that's a good question. Let me see. Yeah. Let me take, I know it cannot change it. I believe so. It will be by default. Let me check if I can get it through. Yep. Yeah. Explain to me. Let me. OK. Let me go to the LUM. Let me get a physical router and stuff. OK. I'll be back in a minute. you found it? Where did you find it? Yeah. There you are. Got it.
19:00
Speaker 1
Those are the names that I'm seeing when I, you know, when it asks me to select the network to join. So if I change it there. Okay, so You don't have all this memorized. Yeah, I know. And then they'd survey you there. Okay. Nope. I think I'm okay now. H is zero. Yeah, sure. S S as in Sam, M for Mary, O for Oscar. N for Nancy, G as in George, A for Apple, N for Nancy.
20:00
Speaker 2
Oh thank you. Yes. Thank you. You save me from going to the lab. Now, I have 400 of this devices, I kind of memorize all of them. I might memorize the new ones. But the old ones, oh my God. Uh. All right. Uh, Sean, I didn't get your email address so that I can document your case the next time you call. S Mung N. Is it? Can you spell it the email for me? Can you spell? [silence]
20:00
Speaker 1
8 0 at Gmail Dot com. No, no, yeah, you did. You got me back to the there. Okay. Okay, great. You too. Okay. Thank you for Nathan. All right, good night. [silence]
21:00