V2 Rubric Detail — 56b9c9ec-7733-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 23:03
Duration
21m 11s
Contact
Manuel Luna
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135870
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350 - forgot Wifi password

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall14.6% (-19.4)

V2 Grader Summary

The agent failed to resolve the Wi-Fi password issue due to materially incorrect guidance ('myrouter.got local'), lack of tool use, and poor communication. No resolution was achieved, ownership was not demonstrated, and the customer ended the call in frustration without a clear path forward.

V1 Case Analysis

Customer (Manuel Luna) unable to connect TV to Wi-Fi on MR7350; Wi-Fi password not working. Agent failed to guide to password retrieval (router label) or recovery key. No resolution; call ended without follow-up.

Troubleshooting Steps
  • Requested router model and serial number.
  • Guided customer to open a browser on tablet/computer.
  • Instructed to navigate to myrouter.local and 192.168.1.1 (with confusing/invalid guidance).
  • Failed to provide password recovery steps (label lookup or recovery key).
Key Observations
  • Agent failed to provide the standard method for retrieving the Wi-Fi password (router label) as documented in universal_password_login.md and adjacent_connecting_devices.md.
  • Agent did not explain how to use the five-digit recovery key to reset the admin password, a core recovery method for Max-Stream routers.
  • Agent provided incorrect and confusing navigation guidance, including the invalid 'myrouter.got local' URL, which is not supported by any KB reference.
  • Agent dismissed the tablet as 'not working' without troubleshooting the interface or offering alternative devices (e.g., phone or computer).
  • Call ended without any operational closure: no escalation, callback, self-help article, or email follow-up was offered.
Positive Highlights
  • Eventually identified the correct router model (MR7350) and serial number after customer provided them.
  • Attempted to guide the customer to access the local router admin interface via standard URLs (myrouter.local and 192.168.1.1).
Agent Errors / Gaps
  • Did not verify or collect the router model early, causing repeated clarification and delay.
  • Failed to instruct the customer to check the router label for the Wi-Fi password, as required by universal_password_login.md and adjacent_connecting_devices.md.
  • Did not explain how to use the five-digit recovery key to reset the admin password, a documented recovery method for MR7350 routers.
  • Provided incorrect and confusing navigation guidance, including the invalid 'myrouter.got local' URL, which is not a valid router access address and contradicts the KB.
  • Ended the call without setting a follow-up, escalation, or providing any self-help resources despite the issue remaining unresolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call stating they will try again later — no resolution confirmed or achieved.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent attempted to guide customer to access router via browser (myrouter.local, 192.168.1.1), which is a relevant troubleshooting path, but failed to execute it effectively due to confusion and lack of clarity.
R3 Partially Met Correct resolution path conf 89%
Agent pursued a valid resolution path (accessing router settings to recover/reset Wi-Fi password) appropriate for a configuration issue, but did not confirm warranty status or escalate when stuck, limiting outcome.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified symptom (can't connect TV to Wi-Fi) and asked if other devices work — a relevant diagnostic question — but did not follow through or logically narrow root cause.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (remote session, admin console view, logs) were used; agent relied solely on verbal instructions despite customer confusion, which is insufficient for this scenario.
T3 Not Met No misinformation conf 95%
Agent provided a materially incorrect URL ('myrouter.got local') instead of 'myrouter.local' as per universal_password_login.md, which caused customer confusion and blocked progress.
Communication
C1 Not Met Clear & professional language conf 97%
Long silences, abrupt shifts, and no framing or transitions; agent lost call control early and never regained it.
C2 Not Met Confirmed understanding conf 96%
Customer repeatedly said they didn’t understand; agent did not adapt language, confirm comprehension, or simplify steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — offered no commitment, failed to resolve issue, and allowed customer to disengage without follow-up plan.
O2 Not Met Proactive follow-through conf 96%
No clear next step or timeline set; only implied next step was customer trying again independently.
O3 Not Applicable Closure confirmation conf 100%
No prior case history evident; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was clearly warranted — this was a basic setup issue resolvable at L1 with proper execution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent never acknowledged customer frustration or expressed empathy — interaction remained transactional throughout.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone, pace, or method despite repeated customer confusion and disengagement cues.
X3 Not Met Overall experience conf 97%
Customer forced to repeat serial numbers; given unclear instructions requiring multiple attempts; effort increased unnecessarily.
Call Transcript39 turns · 40 lines
Speaker 2
Welcome to Linksys support 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's 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 select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device's serial number ready. For assistance press one now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
hello yes Manuel Luna yes I'm trying to um connect the TV to my Wi-Fi and the password's not working on my uh Linksys I need to reset it or get it where I can do it yes but I just purchased another TV and I I'm not able to connect with the Wi-Fi correct
01:00
Speaker 2
For out of warranty product paid support option may be available depending on the issue. Thank you for calling Linksys. My name is Nathan. May I know who am I speaking with? [silence] Yes, I'm Neda. May I know your name please? May I know that, yes. How can I help you sir? [silence] Is other devices working? Hmm. [silence] You forgot the Wi-Fi password, right? Tell me the model of the router.
01:00
Speaker 1
I guess the router. Uh, I guess the router. Okay, down. Let's start off with the modem, uh serial number. Oh, the router. Okay, what serial number would be, there's like quite a few numbers. WPS. That wouldn't be it. Address Mac. Oh man. Okay, it's uh, I'm not too sure if this is it, but it um, 3 T 1 0, I mean OM M 2 2 8 0 0 5. No, S. Oh, is that it, S 4 3. I think. Or not well, 9 4 3.
02:00
Speaker 2
serial number. yeah, serial a serial number and the model number. model of the router. yeah. yes. no. SN.
02:00
Speaker 1
<start_of_audio> Oh, okay, It shows address Mac on here, and that one's eight, nine. You ready? Now, I'm having trouble, you know, I'm having trouble a little bit understanding exactly what I'm looking for here. It doesn't It doesn't.
03:00
Speaker 2
take a pick wrote maybe you can take look. We have no model. Dalles says model. It starts with w or e or h. Here be e 7,000 right model. Like Nono Not. Not not the mac address. mac address. it's simple? Anything else? I am looking for the model. I'm looking for the model of the router and the serial number. The model starts with w. It starts with h.
03:00
Speaker 1
Okay, this one, you know, this one's showing, I don't know if this works out, but it's D, like dog government Victor one one Victor K Zulu S R. Yes, it's Lynx, set up 28F. Correct. Okay, here's another one. Um, it says MR 7350. Is that it?
04:00
Speaker 2
[silence]
04:00
Speaker 1
I guess we're correct. uh, MR7350. Oh, 37T10M22B00943. I get this on my tablet right now, you know.
05:00
Speaker 2
Stick with me. Can you, can you repeat the more, uh, serial number again, one more time? Uh, the serial, the one they gave me, they start with three seven. Okay. Do you have a computer, uh, did you install the Linksys application in your, in your phone? Uh-huh. Can you open it? [silence]
05:00
Speaker 1
I'm on Spectrum still right now on my computer because they're trying to get it, you know, through Spectrum, but then they told me that it wasn't their modem so they couldn't do it so that's why they referred me to you. uh Okay. settings. Wi-Fi. Yes. No, no. My phone is spectrum. My tablet and everything else in the house is hooked up to a Linksys. I'm in there now. And it's showing sure. When it's going into the Wi-Fi, I'm sorry.
06:00
Speaker 2
let's go to your other computer or, or anything that connect to the Wi-Fi? We have a, okay. Is it connected to your links? Is it connected to the links? Your phone? All right. Okay, go to the tablet. Let's use the tablet. All right. Open a browser for me. Safari would be. Go ahead.
06:00
Speaker 1
Yeah, well, right now I'm in, uh, on settings for connection, Wi-Fi. And of course we're showing Charlie. Sigh Okay, then this is showing a lot of stuff. Um, network speed, security, IP address, manage router. That what now? I'm I'm-uh I'm sorry. I'm having trouble understanding what you're saying. I'm um, I'm in my computer right now. I'm in settings and I'm in uh,
07:00
Speaker 2
Go ahead. You're going to, um, huh, uh-huh. All right. Open a browser for me please. Safari would be good. Open a browser, Safari. Open an internet browser, a Safari. Chrome is a browser. Can you open that for me?
07:00
Speaker 1
Uh. W5 connection. Full. Close it. On browser. That'll be in settings, right? Okay. Sheesh. Where do I find that? Uh, I'm having trouble with this. Call email. book. Okay. I'm gonna close everything. And now I don't, I don't see that.
08:00
Speaker 2
Crown, this is the app that you'll use? Go back to the main screen. So, tell me what do you see on the screen now? You see Safari, right?
08:00
Speaker 1
[KEEP_UNCERTAIN] [silence] Yep. Nope. My, this is an old computer. I mean, I don't know if it's picking it up or not, but I think my, well, this is a, uh, this is a Samsung tablet. And I'm not seeing, yes. Yeah, I usually you Google. Okay, I'm in the Chrome right now. Okay, tell me that again.
09:00
Speaker 2
firebox edge we have edge okay a Samsung tablet Chrome have you seen a Chrome how do what how do you use okay try to open a Chrome okay Google will not work Google is just a search engine I need a browser
09:00
Speaker 1
[silence][silence] My router login. I okay, I see it. Okay. I now. I'm in now. Okay, accessing link system smart Wi-Fi router user interface via local access link password access. Okay, hit that password access okay that's just coming in now it says password exo. How do I log into my Langs type apps? [silence]
10:00
Speaker 2
myrouter.local. L. O. C. A. L. Tell me what you see on the screen. Yes. Use router.
10:00
Speaker 1
dashboard using Router password let's see it's not showing me anything tap on router password I did using router password now I'm still trying to get it just tap manage Wi-Fi on this thing let's see now scum
11:00
Speaker 2
Select router password. Go ahead. [silence] It will ask you to provide the router password. Did you reach to that point?
11:00
Speaker 1
[KEEP_UNCERTAIN] I don't know, he's not really telling me. I mean, let me do anything, he's just showing me using the router password, step one, may be very slightly depending on the operating system or your device. Tap managing your Wi-Fi, okay, where's that at? okay. Oh my God. I don't know. Inner recovery key? I don't know what that means. yeah, I'm ah okay.
12:00
Speaker 2
scroll down, maybe it's underneath. Tell me what you see in the screen right now. Can you read it to me? Okay, there are two things manual. Maybe you are reading a document, what to do? That's different. It's just a document. What I need you to do is instruction or login. I need you to go to that login.
12:00
Speaker 1
Okay, here's another. I'm trying to get into one of these but it would say is it says, how to log into so and so and so the other one says link systems, smart wifi router log in setup netger. am I'm on the top.
13:00
Speaker 2
Can you try to visit the website instead of my router, got local type the numbers 192. And the do not type it on the search bar. Type it on the URL on the top. my router.got local? So you are reading a search result is a search result. I need you to put my router.logal not the search bar but on the top on the URL bar. Type me mhm. Type in my router.got local. [silence]
13:00
Speaker 1
I have that now. I mean, that's that's what I'm in right now. Is my router dot local? Okay, I'm in there now. And it's I'll start from the top. It says troubleshooting steps to login. Accessing a link system, why a smart Wi-Fi router using interface password access and access how to log in linksys dual How to access the link system router locally. Nope. Yeah, yeah, this this this is hooked up to the router right now. My phone, like I said, my phone is hooked up to uh,
14:00
Speaker 2
It's just a text or something just like a link like a blue click. Correct about a computer that is connected to the router. You're using a top that is not working. You have a
14:00
Speaker 1
[ silence] Yeah, I mean, like I said, it's showing me when I went into my router.local, um, it just telling me on the beginning, on the overview, it's showing to access your router local settings page, make sure your device computer or phone is connected to your local network. Open a web browser, type my router.local into the address bar. And, well, where's the address bar on here? Yeah, that's what I have. Oh yeah, okay. It's on top right now. I have it right now. Okay, just a minute. Oh man. Hang on.
15:00
Speaker 2
How about the computer he has? Yes, it is. Did you do that? [silence] [silence] address bar is on the top. [silence] the search bar is in the middle. All right erase the my router.local instead type the numbers 192.168.1. dot 168 dot 1 dot 1 then press enter. 168 1 dot 1 Press Enter. yes read it to me.
15:00
Speaker 1
administration. This is a 192.1 68.1.1 login administration. Tap that. Okay. Now, it's in and showing. Should I go to login? Login? Okay. Okay, it's showing, what is it showing? Ah. I'm scrolling down. What am I looking for? What?
17:00
Speaker 2
Yes [silence] Yes [silence] Yes [silence] Yeah [silence] Yes, please [silence] I need you to log into the admin web page or admin router, so that we can take a look at what is the Wi-Fi [silence] The objective is to log into the router [silence] That's the whole objective [silence]
17:00
Speaker 1
-because all is showing me right now--- after I did that number--- uh--- I pressed Login and it's just showing the same thing over again um, what is- 192--- so and so on and on and on and how to use that to set up your network setup donate worry as you mess up--- some important message I think it's on Google now was on Chrome. I think it's on Chrome. It's on Chrome. Yeah And it's shown me right now don't worry if you mess up on an important- the importance of a strong password or where's my do my password at?
18:00
Speaker 2
you're using Chrome or using Google? Yeah, no, no. Chrome, no, no, it's not that one.
18:00
Speaker 1
Yeah, it's not um I did the log I did the log in but it's correct oh this is what I have a tablet and a phone I can but I'm not too sure how to do that with the phone and you know okay let me try.
19:00
Speaker 2
Yeah. You're using a tablet, right? Forget the tablet. It doesn't work. Go to get a computer. Can your phone connect to the links? Try to connect your phone to the links. Maybe the password is already saved. [ silence ]
19:00
Speaker 1
Now, what was that uh, Mike, what was it again? Yeah, but uh, yeah, but how would I do that in my, what now? Jesus Christ. Yeah, I'm not having any luck on this right now. Let me try this again later on. I'm going to see something else I can do.
20:00
Speaker 2
You're connected to the Lynx, this, right? Your phone. Go to the settings on your phone. Look for the Wi-Fi and look for Charlie. That's the name of your Wi-Fi. That is links. Try to connect to that one.
20:00