V2 Rubric Detail — 3d4a83c6-81e1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 13:13
Duration
8m 44s
Contact
757-320-6160
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#EOS00137558
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot connect to wifi

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution3.44/5
Technical2.50/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall74.5% (+10.5)

V2 Grader Summary

The agent successfully resolved the customer's inability to access router admin interfaces through a factory reset procedure that restored functionality, as confirmed by the customer's satisfaction ('That's all I needed'). However, the resolution was partially suboptimal as the agent skipped required best-effort troubleshooting steps for an OOW device (wired Ethernet access attempts) and provided technically accurate but excessive instructions. Communication remained effective with good call control and customer adaptation, though empathy for the customer's frustration could have been stronger.

V1 Case Analysis

Customer locked out of router admin after disabling wireless access. Agent advised factory reset and reconnection via default Wi-Fi credentials from label. Did not collect model/serial. Suggested new router due to end-of-support status.

Troubleshooting Steps
  • Advised factory-reset procedure (press reset button 10–15 seconds, wait 2–3 minutes)
  • Directed customer to use default Wi-Fi credentials printed on router label
  • Instructed to disable laptop Wi-Fi when connecting via Ethernet
Key Observations
  • Agent correctly provided factory-reset steps aligned with KB guidance
  • No model/serial number collected despite being relevant to support eligibility and troubleshooting
  • Agent suggested replacing the router before verifying if reset would restore access
  • Customer disconnected after receiving instructions without confirming issue resolution
Positive Highlights
  • Provided clear, accurate factory-reset instructions matching KB guidance
  • Correctly directed customer to default credentials on router label
  • Advised disabling laptop Wi-Fi when using Ethernet for setup
Agent Errors / Gaps
  • Failed to collect product model/serial number (protocol breach)
  • Did not verify whether the factory reset restored admin access (resolution gap)
  • Prematurely suggested replacing the router without establishing need or eligibility

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent instructed factory reset which allowed customer to access default Wi-Fi and complete setup; customer confirmed 'That's all I needed. Thank you.'
R2 Partially Met Diagnostic thoroughness conf 90%
Agent skipped key troubleshooting steps (wired Ethernet access, physical port check, LED status) and jumped directly to factory reset without attempting less disruptive solutions
R3 Partially Met Correct resolution path conf 85%
Agent identified device as EOL but defaulted to factory reset without attempting required best-effort OOW troubleshooting (wired access, model-specific login paths, LED checks)
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (wireless admin access disabled) and asked for model/password, but failed to explore root cause or consider wired access despite customer mentioning Ethernet connection
T2 Partially Met Appropriate tools / resources used conf 85%
Agent did not use available tools/KB to determine correct login path for model or verify wired access possibility - basic diagnostic steps skipped for wireless admin lockout
T3 Partially Met No misinformation conf 90%
Factory reset instructions (10-15 sec hold) are technically correct, but agent omitted that wired Ethernet access to 192.168.1.1 would restore access without erasing all settings
Communication
C1 Met Clear & professional language conf 85%
Agent maintained call control, provided clear step-by-step guidance, and kept interaction focused without unnecessary holds or abrupt transitions
C2 Met Confirmed understanding conf 90%
Agent adapted pace when customer requested repetition, used plain language, and confirmed understanding through interactive checking of steps
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish without transferring, provided complete solution path, and honored all commitments to guide customer through reset
O2 Met Proactive follow-through conf 90%
Agent provided specific next steps (reset -> wait 2-3 min -> connect to default Wi-Fi -> follow setup wizard) with realistic timeline and clear expectations
O3 Not Applicable Closure confirmation conf 100%
This was confirmed first contact with no prior case history referenced or required for resolution
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted - issue was resolved at L1 with factory reset solution
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed on this contact
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent remained professional but offered limited explicit empathy for customer's frustration with disabled access and EOL device, focusing solely on procedural solution
X2 Met Tone & rapport conf 85%
Agent naturally matched customer's communication style, maintained engagement through clear repetition requests, and verified comprehension at key steps
X3 Partially Met Overall experience conf 80%
Agent caused unnecessary customer effort by recommending full factory reset and re-configuration instead of first attempting wired Ethernet access which would preserve settings
Call Transcript16 turns · 17 lines
Speaker 1
Hi, good morning. My name is Linan. Before we continue, I want to ask if you have any Spanish speaking representative? Oh, okay. Okay. That's fine. Let me tell you the reason I'm calling. Let me ask you a question first, is there any way that you could help me?
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. [silence] Hello. Thank you for calling Linksys Technical Support. This is Charm. How may I assist you with today? [silence] Uh, we don't We don't apologize ma. We don't have a Spanish representative over the phone but you can reach out to our chat support ma'am. [silence] Mhm.
00:00
Speaker 1
guys access uh to my, into my router account and perform some uh settings remotely? Or do I have to do it myself? So my device is kind of, yeah my device is kind of old. I got it like five years ago, in 2020. So there, in fact I call you, I called yesterday, on yesterday evening, because um accidentally I disabled eh the access to my uh router router account, uh through wireless, through wireless. So uh, I believe the only way I can access to my to my account uh, is
01:00
Speaker 2
[silence] [silence] you need to do it on your own ma'am like we can just walk you through um depending on what device you're using or what route are you using [silence]
01:00
Speaker 1
through the ethernet connection. Yeah, that's why I was calling to see if you have any access or you know any remotely access to do it yourself . Hmm. I, yeah, I do, I do my driver, I do my router password. The issue is when I, um, to access online, it denies my access because I disabled, I accidentally disabled wireless access in my router account. That was a couple, a couple days ago. So, and I need to, you know, I need to change some settings, my settings for some of my devices.
02:00
Speaker 2
we don't have that one now he's in that one then and if you want to access your web interface or your router settings uh but do you know your outer password
02:00
Speaker 1
The moral number yes of course. Hold on a second. It is a seven three zero zero B or something Victor two.
03:00
Speaker 2
What's the model number, ma'am, of your router? Hmm. All right. Right, so, yeah, I've been checking here, your device looks already end of support and end of life, ma'am. So, um, what I can highly suggest to you, ma'am, is for you to purchase a new router, or if you still want to use this one or this router.
03:00
Speaker 1
Mhm. Okay. Can you repeat it again slowly or let me let me let me let me repeat it and then check if I understood. I gotta press the wrap the the router the the the reset button that is the red one right? Wait like 10 15 seconds.
04:00
Speaker 2
Okay. Okay.
04:00
Speaker 1
once once I, you know, once I release the bottom, I could wait two, three minutes and then open my cell phone or or laptop and what I should see there and my laptop or cell phone.
05:00
Speaker 2
Mm-hmm. Yes. you wait for two to three minutes. Both of them. Yes, ma'am. And once um, it turns on, then open your cell phone or your computer or iPad and find the default Wi-Fi name on the Wi-Fi list. Like you need to find the Linksys name or a velope name. Yes. You need to go to the Wi-Fi.
05:00
Speaker 1
Oh it's gonna it's gonna show me the wifi option. The one of the wa- the wifi uh available uh os. What's the name you saying again? Default? The main, the main name. Hold on. I got a picture here. The label. Let me, let me, let me check. Uh wi-fi name. Uh it should be, um 04426 and wi-fi password is, is uh,. And then I will be able to to to set my wi-fi name and and all of that and password.
06:00
Speaker 2
Open Wi- Fi settings on your laptop and then find the default Wi-Fi name of the router. [silence] Um yes then, yes the name itself should be printed on the router, um it's printed on the label under the router. [silence] Try to check. [silence] Yes. [silence] Yes. So once you are connected to that one, ma'am, you will be routed to a browser. Then you just need to follow the setup wizard. [silence] Yes, that is correct. Uh-huh. Oh, yes, you can... [silence] Yes, ma'am, you can connect it also. [silence] Yes, you can try it, but make sure that you turn off your Wi-Fi setting. [silence] On your laptop. [silence] You turn off the Wi-Fi in your laptop.
06:00
Speaker 1
Ryan, like through the Linksys account? through the Linksys website? on my on the laptop. Okay. Perfect. So say that again, make sure to have my Wi-Fi, my laptop and my laptop. Oh, I see. Got you. Thank you, thank you. You the best. That's all I needed. Hello? Hello?
08:00
Speaker 2
Yeah. No, on on the laptop of them. Make sure you need to turn off the Wi-Fi in your laptop, if you want to connect it wired directly to the router.
08:00