V2 Rubric Detail — 396a2fc2-643b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 19:41
Duration
13m 36s
Contact
Melinda Mcelmurry
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132818
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7430_Wi-Fi password

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.88/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall73.4% (+37.4)

V2 Grader Summary

The customer successfully regained access and changed their Wi-Fi settings after a factory reset, confirming resolution. However, the agent failed to follow protocol by skipping the non-destructive Recovery Key password reset, which is required before recommending a factory reset for forgotten admin passwords. Despite this, the interaction was well-controlled, empathetic, and technically accurate in execution, resulting in a successful outcome.

V1 Case Analysis

Customer unable to sign into Linksys Smart Wi-Fi portal; agent incorrectly advised factory reset. Local Wi-Fi reconfigured post-reset, but cloud account login issue persists. Follow-up needed.

Troubleshooting Steps
  • Attempted to access router admin via 192.168.1.1
  • Advised factory reset (hold reset button 10–20 seconds)
  • Guided customer to connect to default Wi-Fi SSID and log in with default password
Key Observations
  • Agent did not collect serial number or verify model beyond customer's phonetic mention of 'N Edward N Apple 7430' [01:00], which appears to be NEDNAPL7430.
  • Agent skipped standard troubleshooting for Smart Wi-Fi portal login (e.g., browser cache, 'Forgot Password', correct URL).
  • Provided materially incorrect guidance: factory reset does not fix cloud account login issues [06:00].
  • Misidentified reset button as red without confirming model-specific design [07:00]; instructions were ambiguous and confusing.
  • Failed to distinguish between local admin login (192.168.1.1) and cloud account login (linksyssmartwifi.com), leading to incorrect remediation path.
Positive Highlights
  • Agent remained polite and patient with a clearly frustrated customer [01:00, 11:00].
  • Offered to send step-by-step instructions via email [08:00], which was actioned.
  • Provided correct reset duration (10–20 seconds) [06:00].
Agent Errors / Gaps
  • Failed to verify product model and serial number.
  • Did not follow proper login-troubleshooting protocol for Smart Wi-Fi portal (e.g., browser cache clearing, 'Forgot Password' flow, URL verification).
  • Gave materially incorrect technical advice: factory reset will not resolve cloud account login failure [KB contradiction: `linksynow_login_admin.md` states factory reset is last resort for forgotten admin password, not a fix for cloud login issues].
  • Misidentified the reset button (red vs pinhole) and gave ambiguous instructions [07:00].
  • Failed to clarify whether the issue was with cloud account (linksyssmartwifi.com) or local admin (192.168.1.1), leading to incorrect guidance.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 100%
Customer confirms 'Now I'm connected' and proceeds to change Wi-Fi name and password, indicating full resolution.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped non-destructive troubleshooting (Recovery Key reset) and jumped directly to factory reset without verifying admin password or recovery options.
R3 Not Met Correct resolution path conf 95%
Agent recommended factory reset as first solution for forgotten admin password, bypassing the supported Recovery Key method, which preserves settings.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified login failure but did not ask diagnostic questions about password history, recovery key, or prior access attempts.
T2 Met Appropriate tools / resources used conf 90%
Agent used correct KB procedures for reset and setup; no additional tools (e.g., remote session) were necessary or feasible in this context.
T3 Met No misinformation conf 100%
All technical instructions (10–20 second reset, default Wi-Fi name/password from sticker) are factually correct per KB.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, set expectations about reset consequences, and provided a clear next step with email instructions.
C2 Met Confirmed understanding conf 90%
Agent used simple language, offered email instructions, and adapted to customer’s frustration and tech discomfort.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case, did not transfer, and committed to sending follow-up instructions.
O2 Met Proactive follow-through conf 95%
Agent specified email delivery within 3–5 minutes and explained post-reset setup steps clearly.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent acknowledged urgency ('before I have to leave for work') and remained patient and courteous throughout.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, offered repeated clarification, and confirmed understanding through guided steps.
X3 Partially Met Overall experience conf 85%
Agent reduced effort by emailing instructions, but required full factory reset unnecessarily when Recovery Key could have preserved settings.
Call Transcript28 turns · 28 lines
Speaker 1
Yeah, I'm trying to get into my Linksys. Um, to sign into my account. And, it's not.
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 linkss.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. Please have your device's serial number and contact information readily. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hello. Thank you for calling my system for support. This is Charm. How can I assist you with today? [silence]
00:00
Speaker 1
It won't let me sign in on the computer. And on my phone, it's just circling. Like it won't do anything. It's like the circle of death. [silence] And I really need to have this done. I need to change my password before I have to leave for work in 15 minutes. [silence] The serial, or the, the model number is N Edward N Apple 7430. [silence] I'm trying to get into the into my links that I can change my password, and it's not on when I'm online, I have my email in, my password in.
01:00
Speaker 2
ice buh bye ice you're right. Can you provide the model number and the serial number of your Linksys router ma'am? All right. Got it. And mainly ma'am what's the website you're trying to access?
01:00
Speaker 1
When I click on sign in, nothing happens, the linksys, smart Wi-Fi, it's, it's your website. Oh, right, um, I, I n. I n dAW it says, one nine two point one, six, eight point, one point, for slash UI, I DX slash one point zero. Dot one two four three seven. And then dynamic.
02:00
Speaker 2
did you try to access on one nine two that one six eight that one one or what website you're using. uh the main. [silence] All right, so can you type in again on the 192.168.1.1? All right, enter please. Yes. And you're using your computer or laptop. All right, your laptop is connected to the stroy.csc.lsu.edu.
02:00
Speaker 1
it says the Linksys Smart Wi-Fi sign in. And then it's asking for my email. And then a password. And to sign in. Yiep. And then I click sign in, and it does absolutely nothing. It says don't have an account, click here or for local access, click here. Okay. And then it says, ah,
03:00
Speaker 2
All right. Okay. What can you see now on the page, ma'am, when you access it? All right. Is it asking for a router password? All right. Kindly input your email and password. Okay. One moment here. Is there an option for you to access it locally, ma'am? What are the other options you see aside from your email and password? How about oh. Yes. Trying to click that one?
03:00
Speaker 1
Ahh [silence] review review review. [silence] access router and then I'm assuming that's a password. [silence] I mean, [silence] Okay. [silence] Well, there's a there's a difference. [silence] I think so, cuz I don't have I don't use the password that's on the bottom of that of the router. I have a different password that I put in. So like when people come to my house to get a pad, you know, and they want to get online, they use the password that I give them and that's how they get on. So, this should, maybe this is maybe this is. [silence] Oh my gosh. Wow, that's strong. I'm going to be using this good strong Wi-Fi password that I used before, wow, really strong.
04:00
Speaker 2
Oh, yeah. And enter. When you set it up before, did you change the router password or your admin password? Is he? You see, so?
04:00
Speaker 1
It doesn't like that password either. It says "Invalid router password, please try again." And it doesn't like the password that I give to people. Okay. Um [silence]
05:00
Speaker 2
When you input the admin ma is that invalid password? How about check the password, ma'am at the bottom of your router.
05:00
Speaker 1
It says invalid 2. It doesn't like that either. How do I do that? [silence]
06:00
Speaker 2
All right, so, since um it doesn't work, ma'am using the router password and when you try to log in using your email and password, still it doesn't respond, then what I can highly suggest to you, ma'am, is to reset this one and then set it up again. All right, so you need to press the reset button until the light went off and release once once uh you need to press it for 10 to 20 seconds, if there is no light indicator on this. And then try to
06:00
Speaker 1
Okay, hold on a minute. Yeah, that'd be helpful. But I gotta find the reset. Is the reset button a blue button? There's a red one and a blue one. And it doesn't say. the red one. And hold it for 10 years. I don't have. What? You'd like went away.
07:00
Speaker 2
Connected the default network name and then set it up again. I could send you a step by step instruction if you want. I he can deprovide. Okay, let me check with the model number that you have. The red one, ma'am. But however, ma'am, if you reset this device, just to set the proper expectation first, once you reset your device, all the device that are connected to your Linksys router will be disconnected and you don't have any internet connection. So you need to set it up again after. I you don't have any
07:00
Speaker 1
Okay. Okay. So can you send me something to my email? Yeah, s m m c e l m u r r y at gmail.com. I mean at yahoo.com. Okay. So just hold this red button and then what does it do. Okay. Um, is the button on the okay, so it's flashing.
08:00
Speaker 2
your, uh, your internet connection will get cut off, but it will connect back once you set it up. I have your name, the email address so that I can send you in how to set it up. Got it. All right. So let me send it to you and expect an email from me within three to five minutes, all right? It will go back to the default settings. You just simply connect to the default Wi-Fi name. It's under your router. It's on the sticker. [silence]
08:00
Speaker 1
[KEEP_UNCERTAIN] Now, my - the light on the front is flashing. So, that means I reset it? Okay. So, now what do I have to do? Okay. Oh. Now, it's solid again. Does that mean that I missed something? Um
09:00
Speaker 2
Yes, yes ma'am. So you need to press and hold it, unconnect your device to the find the default Wi-Fi name. Mm, just, just simply go to your device, ma'am, like any iPad, laptop, or a computer, and find the default Wi-Fi name of this router and connect to that default Wi-Fi name and input the password. Jake? I'll just simply send you the step by step instruction so that you can follow.
09:00
Speaker 1
Yeah, so how do I know what Linksys it is? I have Yah. Oh. I don't have to flip it. I took a picture of it. Oh my gosh. Oh, so I probably have to do it on my phone because my computer isn't on. Is that right? Oh, so, so my link, it says I have a Linksys and then the one has a 5 GHz and then the other one doesn't have that.
10:00
Speaker 2
All right, so do you want me to send this email to you? Right, so you need to turn upside down your Linksys router and there is a sticker under there. There is a wifi name and a wifi password printed on that sticker. You can use it on your computer instead so that you can easily access the settings.
10:00
Speaker 1
Do I, does it matter which one I click? which one do I have to click? Um, Linksys 04002. So just use that one. Okay so now it says enter your password. You can also connect by pushing the button. Oh use that, use that password. Okay, sorry. I'm telling you I'm not like I hate I hate the technology so bear with me please.
11:00
Speaker 2
Yes ma'am. How many links is name are what is a default wi-fi name showing on the sticker? All right. Are you, yes, you need to select what's the wi-fi name showing on the sticker. Yes, from the password is on the sticker also. Yes.
11:00
Speaker 1
Now I'm connected.
12:00
Speaker 2
Uh just follow the steps on that okay. Yeah, yes ma'am. And you're good to go once you're done following the steps. Yes, um, you need to set it up before you access it and then once you're done accessing it and you're done setting it up then you just need to connect your computer to the network name you'll be creating.
12:00
Speaker 1
So I can, will it prompt me that I can change the password or do I have to leave that password? So right on this first screen, it says name your, name, name your Wi-Fi. So this is where I can change it. Okay. All right. Thank you. You too. Bye.
13:00
Speaker 2
Mm-hmm. Yes, ma'am. Yes, you can change the wi-fi name and password. That will prompt you. Yes, that's correct. Thank you so much, Madam. Have a good one. Bye, friend.
13:00