V2 Rubric Detail — 377c0308-7c72-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 15:15
Duration
8m 28s
Contact
Jeff
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136693
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer wants to update his Wi-Fi name and password.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall41.5% (-14.5)

V2 Grader Summary

The agent achieved partial resolution by helping the customer connect via default credentials. However, technical accuracy was poor due to the provision of incorrect password strings and a failure to utilize the admin interface (T2, T3) to recover the original settings, eventually offloading the final fix to a future callback.

V1 Case Analysis

Customer unable to connect to Wi‑Fi; agent provided incorrect password and suggested using a laptop to change settings; no resolution achieved.

Troubleshooting Steps
  • Read back password from router label (incorrectly)
  • Suggested factory reset (warning about data loss)
  • Advised using a laptop/computer or tablet in desktop mode to change Wi‑Fi settings
Key Observations
  • Agent repeatedly provided an incorrect Wi‑Fi password, causing confusion and no connectivity.
  • No device model, serial number, or warranty information was collected.
  • Agent did not verify whether the customer could actually browse after entering the password, leaving the issue unresolved.
Positive Highlights
  • Agent maintained a polite tone and offered to call back using the same ticket number.
  • Agent warned the customer about data loss if a factory reset was performed.
Agent Errors / Gaps
  • Incorrect transcription of the router's Wi‑Fi password (multiple attempts).
  • Failure to collect essential device information (model, serial, warranty).
  • Did not achieve a confirmed resolution or set a concrete follow‑up action.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Customer connected to Wi-Fi using the default password read from the label, achieving temporary connectivity but not confirming full internet access or restoring original settings.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent guided customer to use default SSID/password from label — a valid troubleshooting step for forgotten credentials — but did not attempt login via admin UI or explore recovery options beyond reset, limiting diagnostic depth.
R3 Partially Met Correct resolution path conf 93%
Agent recommended using default credentials as a path forward, which aligns with recovery for forgotten passwords; however, suggesting a full reset was premature without confirming need or exploring non-destructive recovery first.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent identified symptom (can't connect to Wi-Fi) and attempted resolution via default password, but did not ask about prior changes, admin access, or use of recovery key — root cause not fully diagnosed.
T2 Not Met Appropriate tools / resources used conf 97%
Agent did not use or suggest accessing the router’s admin interface (e.g., http://192.168.1.1 or http://myrouter.local) to verify settings or change password — a necessary tool for this issue per universal_password_login.md.
T3 Not Met No misinformation conf 99%
Agent repeatedly provided incorrect password strings (e.g., 'GH 41 KD or KFDRE', 'G F T H D L') which were contradicted by the customer's reading of the label and are not supported by any KB default password standard.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent maintained basic call flow and attempted to guide customer, but lacked clear framing, repeated unclear instructions, and failed to manage transition to next steps effectively.
C2 Partially Met Confirmed understanding conf 92%
Agent attempted to adapt by suggesting desktop mode on phone, but failed to explain it clearly or acknowledge device limitations; some effort made but not fully effective.
Customer Ownership
O1 Partially Met Ownership & empathy conf 93%
Agent stayed on the call and attempted resolution, but deferred full solution to future callback with laptop instead of pursuing mobile-accessible methods, reducing ownership.
O2 Partially Met Proactive follow-through conf 91%
Agent suggested calling back with a laptop/tablet, which is a next step, but it was not actionable during the call and placed burden on customer without immediate support path.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior history to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and the issue did not clearly require escalation — standard password retrieval is within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent showed minimal empathy ('I'm sorry') and remained procedural, but did persist in helping and acknowledged customer effort, avoiding outright dismissiveness.
X2 Partially Met Tone & rapport conf 90%
Agent responded to customer’s pace and repeated attempts, but did not adjust communication style effectively when confusion persisted; some engagement maintained.
X3 Not Met Overall experience conf 95%
Customer had to repeat password multiple times due to agent errors; agent added effort by requiring a laptop instead of solving via available mobile methods.
Call Transcript12 turns · 15 lines
Speaker 1
don't. don't. No, sir. he just got here so, what's up? How's your day?边码: edgecode get away from hi I just called and um he walked me through the setup for my I'm going to give you my ticket number. So he said to give that to you if I call back. It's Jeff Bolander B-O-L-A-N-D-E-R J-E B-O-L-A-N-D-E-R edgecode edgecode
00:00
Speaker 2
Welcome to Linksys 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. Hi, thank you for calling Linksys. This is Gina, how can I help you today? But, May I know your first name and last name, sure, to verify if you have an existing record to pull up. Yep. J-F-F. And then your last name. [silence]
00:00
Speaker 1
Yes, okay, Yes. So when I go to my Wi-Fi, it says Velop Setup, and then it asks me for a password. It doesn't say bobo, which is normally what it says for my Wi-Fi. And when I tried to put in my password. Yes, everything's green.
01:00
Speaker 2
Bo-lander So let's just verify. So it seems like the issue with your Linksys router. Okay, so upon checking through, it shows that your links devices are currently working. So it seems like they show your mesh system. Mm-hmm. So you did not, okay me I asked, did you attempt to reset your Linksys?
01:00
Speaker 1
[silence] The nodes are green. The adult node is green and the two child nodes are green. But when I went to connect to the Internet, [silence] So on the bottom of the router I need to put in that password. [silence] Okay. Okay. All right. I got you. That's what I need to do then. [silence] Baby, will you put in this password for the Wi-Fi?
02:00
Speaker 2
Yeah, because I would, yeah, because I would like to set the next, yeah, but I would like to set an expectation there that once you're going to reset our your Linksys mesh system, all the configuration will be erased, lost, that you will back it to the default name and password labeled on the bottom of the router. Yes, but check if it will work. Use the SSID labeled on the bottom of the router, which is the parent node and also use the Wi-Fi password labeled on the speaker.
02:00
Speaker 1
Oh, G? Oh, L? L? A. A. H. What? What? G H 4 1. K. a. F D R E. Yeah. For the password, for the Wi-Fi. I didn't do that. I sent it to you because I wasn't sure of what I was doing. Yeah. did it go up? Yeah. Okay, can you say it again? G? 8. Okay. Yeah H. 41. K. J F D R E. [silence] did it work? no? it doesn't say I'm connected to that. no, it's set up. don't think I'm connected to it. because it's an optional, but it doesn't say I'm connected. all right, hang on one second. Can you get me password again? GH give me password. hang on one second. GH 41 KD or KFDRE. [silence] Yeah, that won't allow me to connect to that. Can you come over here and read this then? I'm sorry. It might not be GH. It's that second one that says password. Are you gonna try it? Yeah, yeah, you're giving me the wrong one. All right, G. G F T H D L. F D R E. OK, now it says there is a checkmark by the Wi-Fi thing, so it's connected. are you there? Hello? Did you get yours in there? no, I told you it wouldn't allow me to do that. All right, try it again. Uh on my screen. Yeah. 41. GFT 41. Hang on one second. I'm sorry. 41. AF DRE. Okay. Can you browse now?
03:00
Speaker 2
okay. Check if you can browse. [silence] how about you, sir? Did you try to use the password on the bottom? [silence]
06:00
Speaker 1
So do we keep it like that or do can we change it back to what we had before? Okay. Uhm all right. We're good. Thank you. Yes, I would like to I would like to recover it. I don't have a laptop. Yeah, I don't have a laptop. Nope, all I have is my phone. It won't work on my phone. A what mode? desktop. All right, I'll just keep it where it is now.
07:00
Speaker 2
OK, can we use a laptop or computer so that we can change that as it used before? Are you prefer to use that or would you like to recover your original WiFi name and password as it was? OK, connect, connect your laptop or computer, sir. So that we can proceed to do the process. How about iPad, tablet? It will, but you need to set your phone into a desktop mode. Desktop. [silence]
07:00
Speaker 1
I'll keep it the way it is. Thanks. Okay. Thank you very much. You too. Bye bye. Yet.
08:00
Speaker 2
Okay, okay. And if you have a laptop, computer, iPad, tablet, sir, feel free also to call us back, use the same ticket number, OK? So thank you so much and you're welcome and have a great day. Bye for now. And can you please end this call for me now?
08:00