V2 Rubric Detail — 33635a88-7c94-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 19:18
Duration
8m 54s
Contact
anonymous
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall76.0% (+12.0)

V2 Grader Summary

The agent provided technically accurate reset instructions and IP addresses consistent with Linksys KB for a legacy device. However, the resolution was not verified as the call ended before the customer confirmed the reset worked, and the agent failed to fully address the customer's connectivity concerns.

V1 Case Analysis

Customer requested admin password reset for WRT54G (serial CGT00D625494). Advised factory reset via reset button (10–15 s hold), then connect to default open Wi‑Fi and access http://192.168.1.1 to set a new password.

Troubleshooting Steps
  • Collected serial number.
  • Advised factory reset via reset button (10–15 s hold).
  • Provided default local IP address (192.168.1.1) for post-reset access.
Key Observations
  • Agent incorrectly described the reset button as red (transcript [04:00]), though the customer saw a non-red button labeled 'reset' (transcript [05:00]).
  • Agent misheard and misstated the model number as '50 virgini' (transcript [02:00]), failing to confirm the actual WRT54G model before giving instructions.
  • Agent referenced expired support but did not verify warranty status or check eligibility via serial number lookup.
  • Agent correctly identified factory reset as the only viable solution for a forgotten password on an unsupported device.
  • Agent correctly provided 192.168.1.1 as the default IP address for local access post-reset.
Positive Highlights
  • Correctly advised factory reset as the only solution for a forgotten admin password on an unsupported router.
  • Provided accurate reset duration (10–15 seconds), consistent with KB guidance for WRT series.
  • Correctly stated that the router can be accessed via 192.168.1.1 after reset, even without internet.
  • Confirmed that the process works on mobile devices, addressing customer concern (transcript [08:00]).
  • Maintained a calm and supportive tone, ending the call positively despite customer frustration.
Agent Errors / Gaps
  • Incorrectly described the reset button as red, which contradicts the customer's observation and could cause confusion.
  • Failed to confirm the router model number before giving technical instructions, leading to a garbled misstatement ('50 virgini') and potential risk of incorrect guidance.
  • Did not verify warranty status through official channels; relied on a generic statement rather than confirming via serial number lookup.
  • Did not clarify that myrouter.local may not work on older models like the WRT54G, which typically only support 192.168.1.1.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent provided reset instructions but customer never confirmed completion or success; resolution was not verified and call ended before outcome achieved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent skipped basic troubleshooting (e.g., checking connection, attempting login via myrouter.local) and moved directly to factory reset without confirming current network state.
R3 Met Correct resolution path conf 95%
Despite WRT54G being end-of-support, agent provided best-effort hardware reset guidance instead of dismissing the request.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified forgotten password but asked no diagnostic questions (e.g., prior access, IP reachability, browser issues) to determine root cause before recommending reset.
T2 Met Appropriate tools / resources used conf 97%
No tools were required or available for this legacy device; agent correctly relied on documented reset procedure without misusing unavailable resources.
T3 Met No misinformation conf 98%
Technical claims: reset button hold time (10-15s) consistent with universal_factory_reset.md; default IP 192.168.1.1 correct per universal_password_login.md; local access possible without internet confirmed per KB.
Communication
C1 Met Clear & professional language conf 93%
Agent maintained control, guided interaction from model verification to solution, and managed transitions clearly despite customer confusion.
C2 Met Confirmed understanding conf 94%
Agent adapted language, repeated IP address clearly, and confirmed understanding when customer struggled with button location and access method.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and stayed with customer until they expressed satisfaction and disconnected.
O2 Partially Met Proactive follow-through conf 89%
Agent gave steps but did not confirm customer could execute them; customer expressed inability to access internet or device, yet next steps assumed connectivity to open network.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent was polite but did not acknowledge customer’s explicit mention of a 'rough afternoon' or emotional distress beyond surface-level reassurance.
X2 Met Tone & rapport conf 92%
Agent adjusted pace, repeated instructions, clarified IP address pronunciation, and responded to confusion about button color and access method.
X3 Partially Met Overall experience conf 85%
Agent assumed customer could connect to open Wi-Fi post-reset, but customer stated internet was down and seemed unable to access any network, creating unaddressed friction.
Call Transcript18 turns · 18 lines
Speaker 1
Mm. Mm. Mm. Mm. Hi, good afternoon. I'm calling because I have a Linksys router that I need my password or my password reset on, please. Let me see here. Um. Oh, the model number, I'm sorry.
00:00
Speaker 2
Welcome to links-sys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling linksys. This is Mei. How can I help you? What's the model number of this router you're calling for?
00:00
Speaker 1
[DOWNWEIGHT] Oh, let's see. W is in William. R is in Raymond. K is in Catherine. 5, 4, G is in Gerald. And the serial number, let me see here. Um, that is C is in Candy. G is in George. T is in Tom. 0, 0. D is in dog. 6 2 5 4 9 4. Yes, ma'am. No. This is the only one. I'm getting it replaced by another link. This, but I don't have the new one yet.
01:00
Speaker 2
Okay. Can you see this serial number? and this is the only router that you have? Nothing else. Okay. Again, what's the
01:00
Speaker 1
The model number again is. Whoop, I know this is an old one. Um, Oh, I'm sorry. W is in William, R is in Raymond, Kay is in Catherine, 5454G is in good. I, I need, I, I thought I put a password in, but now when I'm trying to put it in, it's not taking it. So I guess I need to reset the password.
02:00
Speaker 2
Okay, 50 virgini and you're trying to have this one set up? I see. Indeed, ma'am. this is already an old router. In fact, the support for this one ended a long time ago. Um, since you forgot already your password. Yeah. You can reset this links device once you say, okay. So to reset it, you can press and hold the small red button at the back of your device for at least 15 seconds.
02:00
Speaker 1
Well, like I said, I ordered a new one, but I, it should be delivered soon, but like I said, I didn't expect this to happen before I got the new router. Well, do you reset them?
03:00
Speaker 2
Successfully reset this router, the password will be the Wi-Fi will be back to open. So, you need to connect to it and you can then make it secured by accessing its web user interface. Got it. So, yeah, because right now this is the only solution for you to be connected again is to have this router, to have this router instead reset because through that you can then, you can make a new password. We don't have any remote access from our end.
03:00
Speaker 1
Let me see. All right. Now you said there is a red button underneath that I'm supposed to press and hold. And I don't see a red button underneath. Or is it? Well, what's this? There's a button in the back, but it's not red. And I can't tell what it says. Wait a minute. If you can hold on one second, let me get a flashlight and see what that button says cuz I can't read it. It's totally dark. Let me see here. Um, [silence]
04:00
Speaker 2
But there's a red reset button, there underneath, you can press and hold the reset button for 15 seconds and after that, your Wi-Fi will be open. Mhm.
04:00
Speaker 1
Oh my goodness. That's how old it is. I had no idea how old it was. Okay, let me see here. Where's that button? Okay, this says reset. So press that button. Oh, let me get it. Let me see here. And then how do I um reset it. Does it, how would I go ahead and reset this after I pressed it and held it down for a little bit. Yeah.
05:00
Speaker 2
okay, yeah, just pressing hold that reset button 15 seconds and default for all the that no pass for id or and will be like an open network. Yeah, you just need to press and hold it for 15 or at least 10 seconds. Your will be open after. You mean just say how you can set it up?
05:00
Speaker 1
can you give me those numbers again, please, because I was holding that button down while you were saying that. Okay. So, one, zero. I'm sorry, one, zero, what? 192.168.1.1. And where would I enter this at? On my computer, on my laptop?
06:00
Speaker 2
So you need to connect to its network first and you can access its web user interface after by using 192, that one six eight, that one, that one. That's the default router's IP address. I mean, So it's one zero, You mean the IP address. It's one nine two dot one six eight that one that one, That one The IP address. And laptop, just connect your laptop to your Wi-Fi network.
06:00
Speaker 1
Okay, so once, so like once, I want to go in and reset. I go into Linksys, and then I enter this, these numbers that you gave me. [silence] Yes. I mean, I, I'm just, I want to clarify, because it's just been such a rough afternoon. [silence] Okay. Do you, now see that's the only problem though. I can't get on my computer because, because the internet is down. Okay. Okay. [silence] But like I said, I can't, I can't get into my internet or anything right now. That's why I'm calling to get the password reset, because I can't get.
07:00
Speaker 2
may go up the default wifi name Lindsey S once it's connected open network and secure you can then access the web user interface using that address that I gave you okay man Uh, yeah. Yeah. That's how you can do it. Uh, it's okay with or without internet that's accessible. And then. [silence]
07:00
Speaker 1
into my internet. [silence] Okay. Now I can't do that on my cell phone, go into linksys on my cellphone and do that, can I? Oh I can too? Okay. Okay. Oh you know what, you've been such a help. I I really appreciate it. Thank you so much. [silence] You have a great rest of your day. Bye bye.
08:00
Speaker 2
Actually, even though you don't have internet connection, the numbers I gave you is still accessible. Just make sure that the computer or laptop will be connected to linkses. It's an open a network because you're planning to reset the the router. So it will be an open Wi-Fi with your laptop and your computer can easily connect to. So that's how it's you can. It's fine if you're using phone. Mhm. It's okay. You're welcome. And likewise. Bye for now. Bye. Bye. Bye.
08:00