V2 Rubric Detail — 4f00d090-6367-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 18:24
Duration
14m 34s
Contact
646-509-6472
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp2.50/5
Overall51.5% (+15.5)

V2 Grader Summary

The agent correctly initiated the resolution process by guiding the customer to the router’s admin interface via 192.168.1.1 and provided accurate technical instructions. However, the call disconnected before confirming the Wi-Fi name change or finalizing connectivity. Despite the abrupt end, meaningful progress was made, and the path was appropriate, warranting a Partial Resolution classification.

V1 Case Analysis

Customer reported Wi-Fi SSID reverted to default and wanted to change it back. Agent guided to 192.168.1.1, confirmed admin login, but gave unclear navigation ('click on CAH') and did not verify login or change. No model/serial collected. Call ended without confirmation or next step.

Troubleshooting Steps
  • Instructed customer to access router admin via 192.168.1.1
  • Confirmed default admin username is 'admin' (lowercase)
  • Attempted to guide customer through Smart Wi-Fi interface to change SSID
  • Asked customer to check if new name was detected on phone
Key Observations
  • Agent correctly provided 192.168.1.1 and default login 'admin', aligning with KB for many Linksys models.
  • Agent failed to adapt guidance to mobile context where 192.168.1.1 often redirects to app download, creating a critical access barrier.
  • Instruction to 'click on CAH' at [07:00] is highly ambiguous and not a known UI element in Linksys Smart Wi-Fi; likely a misstatement (possibly meant 'Wireless Settings' or 'Basic Setup').
  • No verification of successful login, SSID change, or client reconnection was performed.
  • Call ended without closure, with agent repeatedly calling 'Hello?' after apparent disconnection.
Positive Highlights
  • Correctly provided the standard local router IP address 192.168.1.1 at [02:00].
  • Accurately stated the default admin username as 'admin' (lowercase) at [06:00], consistent with Linksys KB for many models.
  • Attempted to guide the customer through the web interface despite environmental limitations.
Agent Errors / Gaps
  • Failed to collect essential product information (model/serial), which is a protocol miss for troubleshooting.
  • Did not confirm whether the customer successfully accessed the router admin page or logged in.
  • Provided unclear and potentially incorrect navigation instruction ('click on CAH') that does not map to standard Linksys UI.
  • Did not adapt troubleshooting to mobile environment where 192.168.1.1 redirects to app download, leading to access failure.
  • Did not verify that the SSID change was applied or visible on the customer's device.
  • Ended the call without confirming resolution or setting a clear next step, resulting in operational abandonment.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends abruptly without confirmation that the Wi-Fi name was changed or that the customer successfully connected to the new network.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent initiated correct troubleshooting by directing customer to 192.168.1.1 and guided them to the admin interface via Smart Wi-Fi, but did not verify login success or completion of the SSID change.
R3 Met Correct resolution path conf 80%
Agent selected the correct resolution path—accessing the router locally via 192.168.1.1 and using the web interface—which is appropriate for changing the Wi-Fi name, and adapted to the customer’s use of a phone.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent skipped diagnostic questions but correctly inferred the issue (changing Wi-Fi name) from customer context and moved to a logical next step (router login).
T2 Met Appropriate tools / resources used conf 95%
Used the correct tool—local web interface via 192.168.1.1—which is appropriate and sufficient for changing Wi-Fi settings.
T3 Met No misinformation conf 95%
Correctly instructed use of 192.168.1.1 and lowercase 'admin'; no technical inaccuracies observed in guidance provided.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempted to guide the interaction and gave clear instructions, but lost control at the end with repeated 'hello?' and no closure.
C2 Partially Met Confirmed understanding conf 80%
Used simple language and adapted to phone-based navigation (e.g., 'tap admin'), though some prompts were unclear and comprehension checks were inconsistent.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent engaged with the issue and began resolution steps but did not complete or follow through due to disconnection; no transfer occurred.
O2 Not Met Proactive follow-through conf 90%
No clear next steps, timeline, or callback commitment established before disconnection.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
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 to evaluate.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent remained polite but offered no explicit empathy or acknowledgment of frustration caused by repeated disconnections.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted to customer’s phone-based access and pace, but interaction became disjointed near the end without recovery.
X3 Partially Met Overall experience conf 75%
Avoided unnecessary repetition and guided customer through steps, though confusion arose from browser input issues that could have been mitigated.
Call Transcript17 turns · 21 lines
Speaker 1
This is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. I see this is Carla from Linksys. Our call got disconnected. [silence] Yes. Does it shows connected?
00:00
Speaker 2
Hello. Sorry, it got that disconnected. I'm sorry, I went too fast. I went to the airplane mode, and then it got it dropped the call. I'm checking. I'm checking. As you said, as you said, the the name now, uh Wi-Fi username is or name is now the default from the from the router, right? I just I just confirmed it with the password. So, um, it, yeah, I'm connected to the phone right now. Uh like this one. I just I just come on this.
00:00
Speaker 1
We can um change that one, sure. We can access the user interface of the router. We can use your computer. Yes, we can do it right now. Okay. So on your computer, is this a Windows computer? Is it Windows 11 or Windows 10? Or is it Mac? Okay. Can you open for me?
01:00
Speaker 2
[KEEP_UNCERTAIN] it's phone. so all right. so now we just need to change it right later. how do we change it back what it was before? it's just if you'll mind like how could we change it back, you know? yeah okay. uh but you, I mean, it's up to you if you want to tell me how to do it later or you want to do it now. it's up to you. it's not that. it's a Windows, Windows computer. [silence].
01:00
Speaker 1
Open Google Chrome, [silence] So what if I said that, like Microsoft Edge? [silence] On the address bar, type this numbers 192.168.1.1 192.168.1.1
02:00
Speaker 2
Okay. Let me see. Google Chrome. I don't know if he has that here. It says download Google Chrome. Uh, he Oh, okay. Yeah, Microsoft. Um let me see. Microsoft. Yeah, it's open now. I'm sorry, say that again. Type one. Okay. Okay. 168. One and one. 19
02:00
Speaker 1
Did you type it on the Address Bar or on the Search Bar?
03:00
Speaker 2
192.168.1.1. Okay, 192.168.1.1 is a private IP address. That one's commonly used to access a router's admin panel. Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh, Oh. Okay. Ah. Okay. I'm putting it on I'm putting it on the
03:00
Speaker 1
Again 192.168.1.1. Now sir. Does it show, okay, you can, suppose you can see the page right now, is it like two and
04:00
Speaker 2
well on top, but it's like space. And then it goes into copilot search. It's like I'm putting it, let's do it again. 4, 1, 2, 6, 8.0.1.1. Okay, I think it's gonna go. Yeah, okay. I see it. It says download the Linksys app. Is that the one that I'm looking for? That's what I got. When I put that in.
04:00
Speaker 1
age of the phone. Right, do you have the option there, connect to, um, continue connect to smart Wi-Fi? Or can you click on the two phones that to images of the phone? okay, can you tap admin? Yes?
05:00
Speaker 2
Zoe phones, yeah, yeah, it's correct. Let me see. Uh, it says it also, let's see, download the ad. Let me know. Okay, I just click on it. Okay, now it says access router admin. Okay. Is it all caps or lowercase or?
05:00
Speaker 1
All lowercase admin. Yes. So what page do you have in there right now? So the link to Smart Wi-Fi. Kindly scroll down and then at the bottom you can see there, um and user license agreement. And then on the far right, there's an option there CAH. Okay, click on CAH.
06:00
Speaker 2
Sharif, will come back next week? Or? No, no, this is last visit, I'm saying we could come back like in 15, 20 minutes. You have other apartment? I'll give him a call. I'll give him a call. All right. Hello? Sorry. Yeah, sorry. I don't know. Um inspector or something. All right, so I opened it up here. It does say Linksys Smart Wi-Fi, yeah. Oh, okay. Yeah. Yes. okay. Uh Huh. Okay. Uh. So okay, [silence] okay. okay. okay. okay. okay. okay. okay. I just want to be sure. take a picture of it. so okay. okay. and then apply or okay. okay. oh, it needs to be one more character. okay. [silence]
07:00
Speaker 1
yes click on ok then check then if you can detect on your phone check if you can uh detect the new name that you have just created
10:00
Speaker 2
Okay. Your router is applying changes. Actually performed a couple, it seems. Just okay. Should I press okay then for the next one? Applying changes? Okay. Your router is applying changes.
10:00
Speaker 1
Make sure Hello. Hello. Hello. hello? Hello? Hello? [silence] hello?
12:00