V2 Rubric Detail — 52ee2910-719e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 20:33
Duration
5m 48s
Contact
Bill Pousho
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#GI00135010
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership2.50/5
Escalation5.00/5
Customer Exp2.50/5
Overall50.6% (-5.4)

V2 Grader Summary

The agent provided factually correct information and a reasonable next step (relocate and reset), but failed to conduct full troubleshooting or ensure resolution. While not fully effective, the interaction advanced the customer’s path with technically sound advice, warranting Partial Resolution over Unresolved. Empathy and clarity were limited but not absent.

V1 Case Analysis

Customer forgot admin password; router blinking red in barn. Advised factory reset and reconfiguration. No model/serial collected. Customer will test at home.

Troubleshooting Steps
  • Identified blinking red LED as network disconnection.
  • Advised factory reset and reconfiguration.
  • Recommended checking Ethernet cable connection.
  • Instructed to access local web interface to change admin and Wi-Fi passwords.
Key Observations
  • Agent failed to collect product model, serial number, or warranty status — a critical protocol violation for any troubleshooting call.
  • No step-by-step guidance was provided for accessing the web interface or resetting the password, despite the customer being 85 years old and clearly needing assistance.
  • The agent incorrectly conflated network connectivity (blinking red) with password recovery — these are separate issues; a factory reset is not required solely to recover a forgotten password.
  • Call ended without verifying whether the customer understood the steps or could access the web interface.
Positive Highlights
  • Correctly interpreted the blinking red LED as indicating loss of network connection (per KB guidance).
  • Recommended bringing the router closer to the modem for setup — a valid best practice for initial configuration.
  • Suggested checking Ethernet wiring, which is appropriate for diagnosing physical layer issues.
  • Demonstrated empathy by acknowledging the customer's age and offering courteous support.
Agent Errors / Gaps
  • Did not collect product model number, serial number, or warranty status (critical protocol failure).
  • Provided incomplete and technically inaccurate guidance: a factory reset is not necessary just to change a forgotten admin password — the Recovery Key method should be used first per KB.
  • Failed to provide clear, step-by-step instructions for accessing http://192.168.1.1 or http://myrouter.local and using the 'Reset password' option with the Recovery Key.
  • Did not verify whether the customer could access the router locally or confirm the model-specific login process (e.g., SPNM series uses WiFi password as default).
  • Did not acknowledge that the blinking red LED and forgotten password are separate issues requiring different troubleshooting paths.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or confirm any outcome; customer was left to self-troubleshoot without verification of success.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent identified the blinking red LED as a sign of no internet and recommended factory reset and reconfiguration, but skipped key steps like power cycling, cable check, or model-specific guidance.
R3 Partially Met Correct resolution path conf 89%
Agent suggested relocating the device for setup, which aligns with best practice, but failed to assess warranty status or determine if hardware fault warranted escalation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent correctly interpreted blinking red LED as loss of internet connectivity but did not ask for model number, verify power, or assess cable integrity before recommending reset.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote session, admin UI walkthrough, logs) were used; agent relied solely on verbal instruction without leveraging available diagnostics.
T3 Met No misinformation conf 97%
Agent accurately stated that blinking red indicates no internet and that password can be changed via web interface — both factually correct per KB.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent acknowledged the customer and gave some direction, but lacked clear structure, agenda setting, or smooth transitions; filler phrases ('um', 'actually') disrupted flow.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms like 'reset' and 'reconfigure' but did not adapt fully to an 85-year-old’s likely needs — no step-by-step breakdown or comprehension checks.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent offered general availability for future calls but did not commit to follow-up or take ownership of the current case resolution.
O2 Partially Met Proactive follow-through conf 91%
Agent advised moving the router indoors and resetting it — a logical next step — but provided no detailed instructions, timeline, or confirmation process.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; nothing to reference or hand off.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
No escalation was performed, and the issue (setup after outage) was within L1 scope; agent reasonably attempted troubleshooting path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted at this stage.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent said 'You're welcome' and acknowledged age indirectly, but empathy was minimal and not personalized to frustration or effort.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a polite tone and pace, but did not actively confirm understanding or adjust communication depth for senior user.
X3 Partially Met Overall experience conf 87%
Agent reduced effort by suggesting a central troubleshooting step (move to house), but placed full burden of execution on customer without remote or guided support.
Call Transcript11 turns · 11 lines
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 register.linksys. 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. To hear more about your service options, press two. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you today? [silence] Hello, I'm good. [silence]
00:00
Speaker 1
I have a Linksys router in my barn, it's worked good all winter long, and I lost it about a month ago. And I'm having trouble, I forgot the password. And I'm having trouble setting it up. Uh, I don't know if I have Wi-Fi to the barn or not, cuz it's it's about 150 feet away. What do I do?
01:00
Speaker 2
Good sir, um, thank you so much for asking. Um, how can I assist you? What's going on? Mmh, oh, uh, Spiri just would like to inform you, by the way, that if Beetons you are going to set up this device or you wanted to know if there is an internet with uh in your in the barn, um, actually, [silence]
01:00
Speaker 1
Well, I'd like to set up the device, but it, uh, the light is blinking red on the unit. Does that tell me there's no internet? How many link it? One. It's hardened. it's hardwired. The only thing is it's about 150 feet from the router. It's worked good all winter long. So if it's blinking red, that tells me there's something wrong between the router and the house.
02:00
Speaker 2
Actually, you need to... Okay. Yes, sir. It does not have an internet. How many, by the way, Linksys devices do you have? Only one. And this device, this Linksys device is connected hardwired to your modem for the source of internet? Mm-hmm. Mm-hmm. Mm-hmm.
02:00
Speaker 1
So I should take it in the house and try to set it up first. Now, how do I change, how do I change the
03:00
Speaker 2
Okay. Now, for the blinking red, sir, for your device, actually, this is really disconnected to your network or to your internet. Now, the only option that you have is to reset and reconfigure your device so that it will be connected back to your network. But then again, just to set proper expectation, this kind of setup, if this is too far or if this router is 100 feet away from your modem, reconfiguring the device might not work. Because for us to set up this device, it should be near to the modem before we go, before we take this device to the barn. Yes, sir. Yes, sir. Before you take this to your barn.
03:00
Speaker 1
I'm 85 years old. How do I change the password? I'm going to do that. I appreciate your help. Thank you very much. Bye bye. well, yes, yes, yes. I'm going to take it in the house and see what happens there because the internet company wouldn't .
04:00
Speaker 2
Mm. It's okay. would change the password there you need to log in to the link systems web interface. And then from then on, you can use the router password as the password to log in and then you you'll have an option there to change the Wi-Fi name and Wi-Fi password at the same time. You welcome, sir. Um, by the way, just to confirm, I'm I speaking with Mr. Uh Bill, is that correct? Okay, all right. So, sir Bill, if you need an assistance again for uh setup reconfiguring the device, do not hesitate to call us here. Okay?
04:00
Speaker 1
not run wire to my barn. So I had to run it myself to the barn. And it's worked good for about a year, year and a half, and all of a sudden it went out and I can't reset it. So I don't know if I have a bad wire or a router or what. So I'll take it into the house and try it. Appreciate your help and thank you very much. Bye-bye. [silence]
05:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] Yes sir. Yes sir You need to double check the wirings as well there sir if the Ethernet cable is connected properly and then that's the time you can troubleshoot the device Okay You're welcome sir This is Ryu from Linksys You have a nice day. [silence]
05:00