V2 Rubric Detail — 3fbc2a7a-669c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 20:21
Duration
29m 15s
Contact
George Howell
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133301
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Changing Wi-Fi Password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall59.0% (+3.0)

V2 Grader Summary

The agent achieved a successful resolution by guiding the customer through the recovery-key password reset and Wi-Fi change, demonstrating ownership and persistence. However, the interaction was marred by critical technical inaccuracies — providing a wrong default password and invalid IP address — and poor customer experience due to lack of empathy, repeated confusion, and unnecessary repetition. Despite these flaws, the correct recovery-key procedure was ultimately applied, leading to full resolution.

V1 Case Analysis

Customer needed to change Wi-Fi password. Device (MR20EC) is out of warranty. Paid support offered and declined. Agent guided to access web UI via myrouter.local, use recovery key to reset admin password, then change Wi-Fi password in settings.

Troubleshooting Steps
  • Collected customer name, email, phone, serial number, and model.
  • Confirmed out-of-warranty status and offered paid support option.
  • Guided customer to access router web UI via myrouter.local (after initially providing incorrect IP 192.168.8.1).
  • Instructed use of recovery key to reset admin password after failed login attempts with default 'admin' and Wi-Fi password.
  • Directed customer to Wi-Fi Settings page to change Wi-Fi password after successful login.
Key Observations
  • Agent initially provided incorrect router IP address: 192.168.8.1 at [09:00], contradicting correct 192.168.1.1 mentioned by customer at [09:00].
  • Agent incorrectly stated default admin password is 'admin' for MR20EC model at [12:00], which is not accurate per KB.
  • Agent failed to correct confusion between admin password and Wi-Fi password, leading to customer confusion at [14:00–16:00].
  • Call contained multiple long silences ([10:00], [16:00], [20:00]) and repetitive questioning, reducing efficiency.
  • No confirmation was obtained that the Wi-Fi password change was completed or functional.
Positive Highlights
  • Collected full customer details including name, contact info, serial, and model number despite initial confusion at [02:00–06:00].
  • Correctly identified out-of-warranty status and appropriately offered paid support option at [08:00].
  • Successfully guided customer to access web UI via myrouter.local after initial error and helped them use the recovery key to reset the admin password at [23:00–25:00].
  • Explained post-password-change reconnection impact on devices at [28:00], setting accurate expectations.
Agent Errors / Gaps
  • Provided wrong IP address for router access (192.168.8.1 instead of 192.168.1.1) at [09:00].
  • Mis-stated default admin password as 'admin' for MR20EC model at [12:00], which is factually incorrect.
  • Failed to clarify that the recovery key flow is distinct from default login credentials, causing customer confusion at [14:00–16:00].
  • Did not confirm successful completion of Wi-Fi password change before ending the call.
  • Gave unclear instructions about using Wi-Fi name as username during login, which is not standard for MR20EC at [15:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent successfully guided the customer through the recovery key process, creation of a new admin password, and instructed how to change the Wi-Fi password; customer confirmed understanding and expressed satisfaction: 'Okay. So, just change the Wi-Fi password there... This will take care of me?' and thanked the agent.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent initially offered paid support and provided an incorrect IP (192.168.8.1), but eventually led the customer through the correct recovery-key flow; however, skipped basic checks like trying default credentials or confirming internet connectivity before troubleshooting.
R3 Met Correct resolution path conf 85%
Agent correctly identified the device as out-of-warranty and offered paid support, but still proceeded with free troubleshooting (recovery key reset), aligning with OOW best-effort standard by providing a full resolution despite warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent collected model, serial, and purchase date, but did not ask if the customer had tried the default password or whether they could access the login page; root cause (forgotten admin password) was assumed without full diagnostic confirmation.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used the recovery-key method appropriately (correct tool), but incorrectly directed the customer to 192.168.8.1 (invalid) instead of 192.168.1.1 or myrouter.local, showing flawed use of a critical access tool.
T3 Not Met No misinformation conf 95%
Agent stated default admin password is 'admin' — incorrect for MR20EC (Intelligent Mesh model), where default is the WiFi password on the label; also gave wrong IP address 192.168.8.1, which does not exist in standard Linksys configurations.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call flow and guided the customer to resolution, but failed to set expectations early, provided inaccurate information causing confusion, and did not regain control when the customer became disoriented.
C2 Partially Met Confirmed understanding conf 85%
Agent used terms like 'recovery key' and 'WebUI' without explanation; customer repeatedly said 'I'm not following you' — agent did not adjust language or confirm understanding effectively.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and completed the resolution without abandoning responsibility.
O2 Met Proactive follow-through conf 95%
Issue was fully resolved during the call; no follow-up actions, callbacks, or disconnect commitments were made or required.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was a standard password reset within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer frustration or difficulty; remained transactional throughout despite customer expressing confusion multiple times ('I wish I could follow you').
X2 Not Met Tone & rapport conf 90%
Customer repeatedly expressed confusion ('I'm not sure what you're telling me'), but agent did not slow down, simplify, or adapt tone — continued with technical instructions unchanged.
X3 Not Met Overall experience conf 95%
Customer had to repeat model and serial numbers multiple times; was given an incorrect URL; experienced input field confusion — all avoidable effort that could have been reduced with better tool use and clarity.
Call Transcript49 turns · 53 lines
Speaker 2
Welcome to **Lynxos 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your Lynxthis product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.lynksis.com. Join our community and ask a Lynx expert. If you're calling from abroad, your call may be rerouted to a customer support center outside of your country.
00:00
Speaker 1
Well, I need to change a password on my Linksys router, and I'm not sure how to get to the first step of getting logged on. Wi-Fi password, uh, not the password that uh, yes, I guess it is, the password that people would use to get in. No, I'm not. No, I mean, I mean the password if somebody pulled up in my driveway and tried to use my Wi-Fi.
01:00
Speaker 2
You can also connect with other users for tips and guidance at reddit.com slash R slash linksys. Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today? Okay, so you wanted to change your router password or your Wi-Fi password? okay, so you mean the admin password, which is the router password, or the technically.
01:00
Speaker 1
AUTHOR01 negotiator system I need to change that password yeah George how will G E O R G E how will H O W E I L L G e how will at Charter net
02:00
Speaker 2
okay, so your Wi-Fi password. okay, so let me just run some verification with you first and uh create a quick record here in order for me to proceed further. Um, let me start with your full name. alright, and how about your email address, sir George?
02:00
Speaker 1
Uh, GA Howell. Uh, yes. Correct. Correct. And that's the landline. So don't try to text me. Uh, the serial number is 50U10 M1BC 01153. Now you also needed the model number.
03:00
Speaker 2
G.A. Howell@Charter. Net. Howell@charter.net and then, uh, let me also verify your phone number, that's 817 320 647. Right? Okay. Now, I don't do that. Okay. Um, now, sir, can you provide me the Linksys device model number and the serial number. [ silence ]
03:00
Speaker 1
Okay, the model number is MC 20 EC AMZ. There's a space. Well, I'm looking at what I've typed into an Excel file, but I have a space. It's uh uh zero EC space AMZ. Charter dot net, a spectrum [silence].
04:00
Speaker 2
Yes sir, please. [silence] After mc20ec. Is there a dash? [silence] Okay. [silence] Um, let me check the serial number instead. [silence] Alright, just a moment sir. [silence] And, um, let me confirm as well. Uh, your internet service provider. [silence]
04:00
Speaker 1
dcrom.net. A spectrum. There's no one has tried to connect, um, the problem is, is the same as another password that I use for something else and that email that password was compromised. So I'm just thinking out of, I'm just thinking out of, you know, trying to stay ahead of the ball game here and not run a risk of, so I just need to change the password to get, that I would give a guest if they came in the house. [silence]
05:00
Speaker 2
Oh, Okay. mm-hmm, yeah. mm-hmm. All right, sir, um, let me just verify again your, I mean, the serial number you've provided me, it's because I can't seem to find any record or data. [silence] Spectrum, okay. [silence] So, you've mentioned that someone tried to connect to your Wi-Fi. Oh, Okay. mm-hmm. Yeah.
05:00
Speaker 1
No, B. B. B as in boy. Boy Chardonnay. Correct. Wait a minute. It's, it's, it's what? M.R.? Oh. A lot. Maybe I copied it down. I
06:00
Speaker 2
of this um uh serial number so that's uh five zero you for uniform uh one zero M for Mike one D for Delta C for Charlie B oh okay piece yeah boy Charlie zero one one five three got it sir thank you so much for confirming okay so it's not MC it's MR 20 EC It's uh it's an MR 20 EC yeah MR Mike Romeo
06:00
Speaker 1
It was purchased in 23. Yeah. I beg your pardon? Oh, the exact date is 4-14-2023. Correct.
07:00
Speaker 2
It's Mike Romeo. Okay. Um just to verify with you sir. Uh when did you purchase this router? 203. Of uh Can you still remember the date the exact date or just the month? Somehow? Uh Can you still remember the date I mean the exact date or just the month? 4 14 23. Uh okay. Um I've checked here your the
07:00
Speaker 1
Okay. How much did you say the how much did you say the service is 15? $15. Okay. I don't know how to do that.
08:00
Speaker 2
your serial numbers information and it shows that the Linksys device that you have right now is already out of warranty so um ugh unfortunately sir for out of warranty devices we no longer provide a free troubleshooting assistance over the phone however uh we do have an ongoing support through our paid connect service for a one-time fee of $15 which you might want to consider but if you don't want to opt in with that I can send you an email on the troubleshooting steps that you can perform on changing the Wi-Fi password well basically if you know your it's $15 $15 yes yes sir but actually you just have to go to the um web user interface yeah e e e
08:00
Speaker 1
Well, I have 192.168.1.1. Well, I have a link in my, where I have saved some links on how to what I was doing with it, and if I say go to the link this router, it takes me to a page that has a blue box that says access, V, E, L, O, P. And, I don't know what V, L, P is.
09:00
Speaker 2
If you have a computer or a laptop you can use to connect to the Wi-Fi and uh access the browser and then type in 192.168.8.1. Mm-hmm. Yeah, Accessvalop. Yeah, Accessvalop. That's uh your router is uh yeah I don't know. That's uh that's the mesh routers of Linsys. [silence]
09:00
Speaker 1
http I'll just wait man. http, okay, got that. okay. Got it. okay. [silence] Loco.com. Oh, local. Okay. Okay, it says sign in. And it says Access VELOP. That's the same site that I was at earlier with my link. I had a link to get me back to this page, but what do I type in for Access VELOP? No, it just says sign in. I'm sorry. It's asking me for the router password.
10:00
Speaker 2
uh, L O C a l K a l k a l mm-hmm is there no option to continue somehow? um sign in. Okay. And what else?
11:00
Speaker 1
Is that, is that something that I would have designated or is that the? the Just say admin. Okay, A-D-M-I-N. It is working. Oops, invalid route or password. Let me try what my, Jason. Okay.
12:00
Speaker 2
the router password that's it the router password sir is normally the the Wi-Fi password or admin all lowercase that's the default password admin all lowercase you try it okay is there okay you can try the the um the Wi-Fi password that is indicated underneath the device or your Wi-Fi current Wi-Fi password
12:00
Speaker 1
[KEEP_UNCERTAIN] Um, I did. No, it didn't. It didn't give it to me. Uh I have also here a a a name that says link sys setup and the password that's on the back of the router. Is that would that be what they're looking for? Yes, repeat. Repeat. That password. Yes. So I'm changing the router password now. Okay. It's giving me a... Okay. This is the router password. It says "Linksys setup 1 2 3," and it's got a place. Password is XXX. And the recovery password key is 1 2 3 4 5. So what am I to do here? When I clicked on the router to reset the password, it brought up a box. It says "Linksys," and it has three rows in it. Name, password, and recovery password key.
13:00
Speaker 2
Okay. You click on that and then it will ask you for the recovery key. And then... You just have to change the router password. Well, the router password, sir, again, is not your Wi-Fi password. Okay? Yeah, sir. Not the Wi-Fi password. Mm-hmm. So when you click on reset password router password, what did it ask you? I want to know. Mm-hmm. I know. I'm just thinking. [silence] Yeah. Okay.
14:00
Speaker 1
And it gives me the name is Lynx is set up one, two, three. And the password is just a string of Xs. And the recovery key is one, two, three, four, five. Um, it's not it's not letting me change anything. For the box, the box that came up that showed me name and password and recovery key. None of those uh the current Wi-Fi name is Emerson. Uh, I
15:00
Speaker 2
Mm hmm. Okay. You can input that one. What do you mean change sir? So, how many total links do you have? Thank you. But what's your current Wi-Fi name? How many? Oh. Okay. What's your current Wi-Fi name? How many? Okay. You can put that one on your username. Or the neth2 router wife. Same name you use for the login.
15:00
Speaker 1
I'm I'm not sure what you're telling me to do, because it's not letting me change anything in these boxes. They're frozen. No, I can't. I can't type anything in any of these boxes. Okay. I typed it in the address bar. Not right. On on the address bar. Not.
16:00
Speaker 2
So let me create it is the first time you close linked in so okay um all right uh just a moment let me just check something here how about your email address so when you try to type in the my router dot local HTTP forward slash my router local where where did you type it in just the address bar not on the search bar right I'm sorry can you hear me now better all right let me create a first
16:00
Speaker 1
Yes. Correct. And I have a link. This is a link that is in my favorites thing, and it says, I established this link when I was installing the router. It says access to linksys router, email, comma, and the password. Yeah. Uh,
17:00
Speaker 2
on the address bar and when you type it in on the . address bar it route you to the access valve up and see see and you tried it. [silence] 'Cause normally sir when you try to reset the password it will just ask you for the r-covery key and that's it. You just have to the in input after you input the recovery key you just have to put in the new password that you wish to be.
17:00
Speaker 1
Okay. Gosh, I wish I could follow you, but I'm, I'm not following you exactly. Okay, and tell me again what you want me to do, go back to my browser and do what? Okay. Under web user, um, okay. Hold on just a minute.
18:00
Speaker 2
You're password as your router, password. I mean, so it's quite unusual why it asks you for the Wi-Fi name and the password. However, if you insist, we can provide you with one... Okay. Let's go back to the Web User Interface, WebUI screen on your computer. Tell me what's showing on the screen. Hello,World Can we send you an email? To the computer. And tell me what's showing on the screen on the Web user interface. But which one do you prefer? The Web website, the one that we're trying to access, the Myouter.. that local.
18:00
Speaker 1
I accidentally closed that screen. Okay. I'm pulled up Google and I'm going to the Linksys router and I'm going to a link that says access Linksys router. It's at I just did that and it's coming up and it says security risk ahead, box detected a Fox detected it secured the threat. Go back is recommended or should I go advanced?
19:00
Speaker 2
is up to front calm come support talk after a call. No sir, you type in on the address bar the same thing we accessed earlier HTTP double forward slash my router local. I should be an option to sleep from. Okay. mhm advanced click on advanced and then hit uh proceed.
19:00
Speaker 1
Okay, I clicked advanced. It says, my router dot local uses an invalid security certificate. This certificate is not trusted because it is not self-signed. Error code is something and view certificate. Okay, accept the risk and continue. Okay. I just did it. Okay, this brings me back to the same page that my link did that I saved in the in the in the address bar when I installed it years ago. And it says access V E L O P and there's a box that I can type in and it says router password. Yes.
20:00
Speaker 2
[silence].
20:00
Speaker 1
Okay, let me, um, Would it possibly be the password that is written on the back of the router? [silence] Okay, I'll put reset password. I just clicked reset password. Hmm.
21:00
Speaker 2
Already tried the one, the Wi-Fi password, your current Wi-Fi password. Now let's click on reset password. The first one is make a problem, should say, and then a third times. If you have already changed it, sir, it won't be the, the router password, the default Wi-Fi password. So, it would, it would technically won't accept it. So just reset the, the admin password, sir, and ensure that you're going to take down a note of it, and put a label that that's your admin router password. Okay. mm-hm .
21:00
Speaker 1
okay hold on just one minute okay recovery key let me write that down before I lose it it is seven eight five
23:00
Speaker 2
Can you go back to the very just on the top of the page? Yeah. Sure. Okay. Sure. So if you're familiar with IBM cognition when that point in the demo uh huh.
23:00
Speaker 1
Okay, I have the recovery key written down. Okay, um, one second here. I just did. [silence]
24:00
Speaker 2
ok sir got it okay you type it in there Okay
24:00
Speaker 1
Create a new admin password and hint. [silence] Do I have to have a special character?
25:00
Speaker 2
okay so you create your own admin password it should be um at least 10 characters with special characters on it and without rep repeating character yes sir you need to have a special character and it consists of a letter and a number with um upper and lower case letters [silence]
25:00
Speaker 1
Okay, it's bringing me to a page that's got a whole bunch of stuff on here.
27:00
Speaker 2
and then get them apply, and they go to, OK, let me know Sir once the page's load. OK, Sir. That's good. You're now on the dashboard. So that's where you're going to reset or change your WiFi password. So, um I'll just give you the Insight Sir on how you're going to change your WiFi password since I've already walked you through in accessing the web UI. Um so you just have to go to the WiFi settings. Under router settings, you can see there your WiFi name and your password. You just have to type it in.
27:00
Speaker 1
Okay. So, just change the Wi-Fi password there. Just change the Wi-Fi password there. Okay. So, this will take care of me? Okay. Okay. Well, thank you very much.
28:00
Speaker 2
after you change the a password sir it will disconnect all your devices so you just have to reconnect to it and um it would probably tell you uh your your computer will probably tell you that your router uh your router can't can't find router because well you got disconnected you just have to reconnect. very much welcome, sir. And yeah, thank you for calling Linksys. Have a great day. All right, bye for now.
28:00