V2 Rubric Detail — 3465457c-64fc-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 18:42
Duration
12m 9s
Contact
Roberto Pena
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133004
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall22.1% (-13.9)

V2 Grader Summary

The agent failed to resolve the customer's Wi-Fi password issue, offering only a generic reboot and inaccurate WPS explanation. Despite identifying the device as out-of-warranty, no best-effort troubleshooting was completed, and the customer was left without a working solution. Key failures include lack of diagnostic process, incorrect technical information, and no ownership of follow-through.

V1 Case Analysis

Customer cannot change Wi-Fi password after suspected reset; agent suggested power-cycle, incorrectly described WPS as Bluetooth-like, and offered paid support without guiding to admin UI. No resolution achieved.

Troubleshooting Steps
  • Collected customer name, email, phone, model number, and serial number.
  • Suggested power-cycling modem and router.
  • Informed customer the device is out of warranty and offered paid-connect support.
  • Provided an incorrect explanation of the WPS button as functioning like Bluetooth.
Key Observations
  • Agent incorrectly described WPS as working like Bluetooth [08:00], which is a materially false technical claim.
  • No instruction was given to access the router admin page via http://192.168.1.1 or myrouter.local, a critical omission for password reset.
  • Customer was not guided through locating default Wi-Fi password on device label or resetting admin credentials.
  • Agent prematurely defaulted to paid support without offering any actionable self-help steps beyond power-cycle.
  • Customer found a password written down during the call [11:00], but agent did not verify if it was the default or confirm resolution.
Positive Highlights
  • Collected complete customer information including name, email, phone, model number, and serial number [01:00–03:00].
  • Correctly identified the device as out of warranty and communicated support limitations accordingly.
  • Suggested a proper power-cycle sequence for modem and router [06:00], which is a valid initial troubleshooting step.
  • Mentioned the existence of a default Wi-Fi password on the router label [11:00], though only after the customer expressed confusion.
Agent Errors / Gaps
  • Provided materially incorrect technical information: described WPS as functioning like Bluetooth [08:00], which is not accurate and misrepresents its function as a one-touch Wi-Fi setup protocol.
  • Failed to guide the customer to access the router’s admin interface using http://192.168.1.1 or myrouter.local, a standard and necessary step for changing Wi-Fi settings.
  • Did not instruct the customer to check the router label for the default Wi-Fi password or SSID, despite mentioning it exists [11:00] only after the customer struggled.
  • Prematurely pushed paid support without first offering free, safe troubleshooting steps such as accessing the admin UI or performing a factory reset with guidance.
  • Did not confirm whether the customer could see the router LEDs or determine if the device was in recovery mode or factory reset state.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer could not change Wi-Fi password and agent never confirmed resolution; only offered email and paid service without resolving the core issue.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent suggested a power cycle and mentioned factory reset implications, but did not guide through login, admin access, or actual password reset steps.
R3 Partially Met Correct resolution path conf 94%
Agent correctly identified device as out-of-warranty and end-of-life, offered paid support, and advised replacement — but stopped short of full best-effort troubleshooting like guiding to default credentials or local access.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask targeted questions about LED status, admin login success, or whether customer could access the interface — only assumed reset without diagnosis.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools such as remote session, admin UI walkthrough, or firmware check; relied solely on verbal description despite need to verify configuration state.
T3 Not Met No misinformation conf 96%
Agent stated WPS is 'like a Bluetooth option,' which is technically inaccurate — WPS is Wi-Fi Protected Setup, not Bluetooth-related.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent greeted caller and attempted to gather info, but interaction became disjointed, with unclear transitions and no control when customer went off-track.
C2 Partially Met Confirmed understanding conf 89%
Agent used some technical terms without simplification, gave incorrect analogy for WPS, and did not confirm understanding after key explanations.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent said they would send an email with steps but made no commitment to follow up, did not confirm sending, and abandoned ownership before resolution.
O2 Partially Met Proactive follow-through conf 92%
Agent mentioned sending troubleshooting steps via email but provided no timeline, confirmation, or clear next step for the customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was basic configuration, not requiring Tier 2 support.
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 96%
Agent never acknowledged customer frustration about losing Wi-Fi name and password; remained transactional throughout.
X2 Not Met Tone & rapport conf 94%
Agent maintained a scripted tone, did not adapt to customer’s confusion or pace, and failed to engage when customer expressed ongoing issues.
X3 Not Met Overall experience conf 95%
Customer had to repeat model and serial number; agent introduced unnecessary friction by not guiding directly to default password or login steps.
Call Transcript22 turns · 24 lines
Speaker 1
Yes I'm having issue with my internet already call my internet service and it's
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 support may be available, depending on your issue. To hear more about your service options, [silence] press two. 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. Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today?
00:00
Speaker 1
Okay. Yes. First name is Roberto, last name is PeÑA. P E N E. No, P E N A. P
01:00
Speaker 2
Um, as for that one, sir, I may need to prove Uh to gather some information from you for me to be able to provide an accurate um answer to that question. Alright, sir, so let me just create a quick record here. I believe this is your first time calling lengths. All right, sir. So let me just create a quick record here starting with your first and last name. Erberto. I'm sorry, how do you spell your last name? I'm sorry, that's T-E-N-A. Okay, Pena.
01:00
Speaker 1
Okay so Roberto pinny. J.R. satellite 2 iCloud. com. [ silence ]
02:00
Speaker 2
Roberto Pena? Pena, oh, alright. How about your email address, sir, Roberto? I-c-l-a-r-c-l-a-i-i-i-i-e.com All right, sir. Sir, Roberta, let me also confirm with you your phone number. It's six six one nine
02:00
Speaker 1
Yes. Yeah, the model number is E, as in Edward, five three five zero. And zero number is 30 K, as in King, one zero M, as in Mary, two six eight, as in apple, one nine eight eight two. Yes. [silence]
03:00
Speaker 2
1 00 379 right? alright yeah I know are you there can you provide me the model number and uh link Florida number you have yeah alright so let me just repeat that that's 3 000 1 0 2 6 8 19 8 8 2
03:00
Speaker 1
Speaker 1
04:00
Speaker 2
all right thank you so much for that one sir um now can you provide me or confirm to me who is your internet service provider spectrum okay all right sir just um bear with me let me just finish up the record here uh by the way sir may i know what's the issue with your case as you see you're not getting enough effort you mean
04:00
Speaker 1
name on there but uh um before I used to have my own uh I guess I uh put my name on it Pena Wi-Fi but that's not popping up no more so this other thing's coming up so what do I need to do to fix this okay Okay
05:00
Speaker 2
I see. I think it turns out, sir, that your router went back to its default settings and you might need to reconfigure this device and reset this back to its default settings in order for you cu to set it up again. But, just to set your expectations, Serberbuto, the Lynx's device that you have right now, is actually already part of our end of life devices or AOL products. So, technically, we no longer manufacture this one and update its firmware. Also, Mm-hmm. All right, sorry. So, um, as for this one, what I can suggest is you run a, uh, sequence reboot on the network. So, by means of saying resetting your mesh network's settings, you just have to unplug both your modem and router from the power source. And then wait for, wait for at least 10 seconds, I mean, 20 seconds or 30. Yeah, 30 will be better. You just have to plug, plug it back in, but individually or, um, uh, one at a time. So you're going to start plugging in your parent node first. From, I mean, your modem. So you need to unplug your modem, your parent node, the.
05:00
Speaker 1
So can we talk about the power of red? [silence] Okay. [silence] Okay.
07:00
Speaker 2
I mean your your router and um you just have to unplug both at the same time wait for at least 30 seconds to 2 minutes and then you can plug in the modem first wait for it to stabilize before you plug in back the parent I mean the router. Yeah you just have to unplug it but um as for this one, sir since uh looking at here your device is already out of warranty. I'm afraid that I may not be able to proceed further with the the free um on the phone support however we do have an ongoing support service through our uh paid connect service which you might want to consider but that's not a guarantee that we will be able to resolve your case. But anyway um I can offer you um other option. Um it's.
07:00
Speaker 1
can I ask you what does wps stand for it's a blue button what's that for huh huh huh okay let me ask you something real fast uh when I got this modem I think I um I program it
08:00
Speaker 2
I can send you an email, yes? So I mean to say, if you have children, you don't have an internet connection on your house service? Oh, the WPS button, sir, is like a Bluetooth option. So if you're going to press that and then press a device with a WPS button as well, it will connect you to the Wi-Fi. So technically, that's say the WPS button is one way of connecting your appliances or devices to the network. So for example, your printer has a WPS button on it. So you just have to press WPS on the router and then on the printer. Yeah, like that. [silence]
08:00
Speaker 1
[silence] Okay. Okay. So now, how do I put him a new password on that? How's that work?
09:00
Speaker 2
Yes, sir. You can you can still do that, sir. So, it turns... I think your router, sir, went back to its default settings. So it erased your your previous configuration, that's why it went back to its original settings. Yes, sir. Again, since your router is already out of warranty, I cannot proceed with the pay... I mean the the on-the-call support, but I can send you an email for the troubleshooting steps that you can perform. And you may also consider our paid connect service that is um a technical support for 60 minutes, [silence]
09:00
Speaker 1
Oh, K. Okay. Okay. So that's why I can't so that's why I can't put my new my password at all because it won't let me do no password or nothing at all. So I mean there's nothing I can do about that. All right, then. Okay. No problem. I thank you very much. So I'm going to hey, you have to go buy another one then. Yeah, okay. Right now the that's he's he has you can do that. He has you can do it.
10:00
Speaker 2
over the phone if you are willing to do that. But anyway, that's still not a guarantee. Uh, yes, sir. You may also consider buying a new router instead, because technically, the router, yes. Yeah, the router that you have, sir, is already end-of-life devices, so we no longer update its firmware. Also this, uh, specific model is one of our legacy routers, so it's technically kind of old. Is there a reason why the router, you know, faster, yes, unfortunately. all right, sir. Thank you so much for understanding, sir. Alright.
10:00
Speaker 1
At least these numbers coming up, but I can't put the password in because it's not going through. So. Okay. No, see, on the router, the numbers are coming up on my TV screen, but as I put my old password, it won't go through. Is there any way I can put attention? I don't see that. Is it a WP or is it 5729-3858. Okay. You want, I found it. I found it, I found the password. I'll try that. See what it does. okay, all right. Thank you.
11:00
Speaker 2
I'm sorry what'd you go through? yes on the password the password sir there's actually a default Wi-Fi password sir that is indicated underneath the router if you can find one. so there's a default wi-fi password underneath the router. um no sir, it should be indicated there um. okay sir, that's great. [silence] Great, so you're very much welcome sir have a great day. Take care, okay, say remember by the way, well
11:00