V2 Rubric Detail — 5c18b8c8-755b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 14:44
Duration
10m 54s
Contact
Ana DeSantis
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135484
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Linksys app Concern
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall3.8% (-52.2)

V2 Grader Summary

The agent never resolved the router-login problem and provided minimal troubleshooting, incorrectly refused assistance because the device was out of warranty, and offered no clear next steps or empathy. No escalation was made despite the inability to help, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to access router admin interface; agent explained router password differs from Wi-Fi password, mentioned 'Forgot password' option, but failed to provide recovery-key reset steps or default password guidance. Offered paid support which was declined. Issue unresolved.

Troubleshooting Steps
  • Verified the customer was using the correct IP address (192.168.1.1).
  • Explained that the router admin password is different from the Wi-Fi password.
  • Mentioned the 'Forgot password' option on the login page.
Key Observations
  • Agent correctly distinguished between Wi-Fi password and router admin password.
  • Agent mentioned the 'Forgot password' option but did not guide the customer through the recovery-key process.
  • Agent incorrectly stated that no free assistance is available for out-of-warranty devices, contrary to policy.
  • No model number, serial number, or recovery key was collected, preventing proper troubleshooting.
  • Agent failed to provide the correct default password or recovery steps from the KB.
Positive Highlights
  • Agent correctly explained the difference between Wi-Fi password and router admin password ([04:00]).
  • Agent acknowledged the 'Forgot password' option exists on the login page ([09:00]), showing awareness of recovery path.
  • Agent maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Missing model/serial collection and warranty lookup.
  • Misrepresentation of support eligibility for out-of-warranty customers.
  • Did not guide the customer through the proper 'Forgot password' / recovery-key process.
  • Failed to provide default admin password guidance based on router type.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never gains access to router settings or changes Wi-Fi name/password; the call ends with the issue still unresolved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent only repeats that the router password is different from the Wi-Fi password and never performs any diagnostic steps (e.g., checking default admin password, recovery key, or reset procedure).
R3 Not Met Correct resolution path conf 90%
Agent tells the customer the router is out of warranty and refuses free assistance, pushing paid Connect instead of offering best-effort OOW troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent fails to identify the router model, which is critical for determining the correct reset path (e.g., Recovery Key for most routers vs. Pair button for LN/SPNM series).
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use the KB to provide the specific recovery process (Recovery Key) for a forgotten admin password, instead telling the customer to 'ask your boss' or pay for support.
T3 Partially Met No misinformation conf 85%
Correctly states router password ≠ Wi-Fi password and gives correct IP (192.168.1.1), but provides vague advice to 'click reset password' without explaining the Recovery Key requirement found in universal_password_login.md.
Communication
C1 Not Met Clear & professional language conf 85%
Agent provides no clear agenda, repeats information, and does not steer the conversation toward a solution.
C2 Not Met Confirmed understanding conf 80%
Agent uses generic filler language, does not check the customer’s understanding, and does not adapt explanations to the customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent declines to help because the product is out of warranty and pushes the paid Connect service instead of taking ownership of the issue.
O2 Not Met Proactive follow-through conf 85%
No concrete next-step plan or timeline is given; the only suggestion is to 'ask your boss' for the router password.
O3 Not Applicable Closure confirmation conf 100%
This is the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Agent never escalates despite being unable to resolve the issue and refusing to provide assistance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offers no empathy or acknowledgment of the customer’s frustration; tone remains transactional.
X2 Not Met Tone & rapport conf 85%
Agent does not adjust tone or pace to the customer’s repeated confusion and keeps delivering scripted statements.
X3 Not Met Overall experience conf 90%
Customer is forced to repeat information and is left to figure out the password reset on their own, creating unnecessary effort.
Call Transcript18 turns · 20 lines
Speaker 1
[silence] will not connect to the app, so I got sent the email that I was able to, like, enter. I don't know. I, I got sent the email and I enter, entered the password for my Wi-Fi and the IP address, and it's just not working. Yeah, I'm trying, this is for a proper, I'm a property manager. My boss has someone moving into this property, and she just had to get the Wi-Fi service, so she wants to get the password and the name changed, but I just am unable to do that.
00:00
Speaker 2
can see. May I know what the real reason of why you want to access the link sys up of your router? So, let me just confirm your name is Anna DeSantis, right?
01:00
Speaker 1
yeah yeah so I , everybody else and when I go 2 the link that she sent me it asks 2 enter the password and just nothing is working, it keeps saying the password is incorrect, invalid password, please try again. I'm connected 2 the Wi-Fi, do I know it is the password.
02:00
Speaker 2
I see. All right. Um, I think the previous agent already mentioned to you that your router, being an older classic type of Linksys router, it's not compatible, or it doesn't support using the Linksys app. So the previous agent sent you the email on how to access your router settings. [silence] Um. Yes. Uh, I think, um, you might have mistakenly or right when I say wireless password.
02:00
Speaker 1
Okay. It asked for the one IP address and I had already put the IP address in there and that didn't work either. Is it the IPv6 address? [silence]
03:00
Speaker 2
you follow. the. [silence] No, the guideline already stated the router's default IP address. [silence] If you read the guide that I sent you, there's the IP address, uh, indicated there. [silence] That's 192.168.1.1. [silence] That's the router's default IP address. [silence] Once you type it in the address bar, uh, it will ask for [silence]
03:00
Speaker 1
Okay. And I've entered the IP address as well. And it's not working either. Yeah, the one one nine to, do I need to put the dash when I'm entering it? [silence]
04:00
Speaker 2
Your router password and as I've mentioned router password is DIFFERENT from your Wi-Fi password. So you're connected because you typed in the Wi-Fi password so you can access your internet. But with regards to your router web interface you cannot access it without typing the correct router password and it's not the Wi-Fi password. So that's why it's saying invalid. [silence] Uh you mean to say the 192. Yes. You have to include a dot or period just like on what is stated on the guidelines or email sent to you. Now are you connected?
04:00
Speaker 1
Easy. Yeah. Um, Hannah is my boss, no problem. Um, I am just so if I I'm trying to enter it now. Yeah. Yeah. Easy. That's it. Yeah, and I am following it is clear. It's just not taking my password. It's just not a
05:00
Speaker 2
I would love to walk you through the steps. I mean, what's your name? Scince yeah. Yeah. I know. Yeah. Uh, I'd love to Ezzy, what's your name again? Is it? Uh, I'd like to, yeah. I'd like to walk you through the steps so that you could follow the correct guidelines that was sent to you, but apparently your router is already out of warranty. And you declined the paid a connect and that's why the previous agent sent you an email. So, you just need to follow all the guidelines because it's already clear on the guidelines.
05:00
Speaker 1
allowing any password or any IP address that I put in.
06:00
Speaker 2
Yeah, as, yes. You've, Yes, yeah. I think you were, I think you were, yes, I think you were able to access your web interface. You just get stuck on the router password because you type in your Wi-Fi password, which is invalid, as I've mentioned. Um, uh, a Wi-Fi password is not your router password, and I would love to help you with that, but since, uh, your product is out of warranty, I could not provide you free, uh, technical assistance, unless, uh, You applied for the paid Connect service, but since you have already declined the paid Connect service, then you just have to follow the steps. Now, what I can,
06:00
Speaker 1
Of the numbers that you were telling me to enter the IP address and the [REDACTED_PAYMENT_DIGITS], it is not, it it it it says authentication required password, I'm entering that in just as it is and it just says invalid password, please try again. Is this also not going to work because of, is this online thing not going to work because she's denied the payment of the service? Does this include the payment going online?
07:00
Speaker 2
Right. Right. What? No. Already. You're already actually, when the page already asked you for the access router password, you're already on the page of your router's interface or the settings. It's just that it said that the password you type in is in invalid. So you will have to know what's your router password because I think what you type in there is your Wi-Fi password. That's why you get an invalid message. [silence] You're already there. You are correct, when you type the IP address, because once you type in the IP address of your router, you will be directed to that page where it asks for your router password. Uh, it's like logging into your Facebook. You have to type in your password to, uh, log into your Facebook. You're already there on your router's, uh, interface, web interface. It's just that the password you type, is incorrect. So, you will have to ask your boss, what the router password is. Because usually, when you set up your router, you will be asked, when you set up the router, you will be asked to create a router password. So, you will have to ask your boss, what the router password is. And as I'll reiterate again, the router password is not the Wi-Fi password. Uh, the Wi-Fi password is the password you use to connect to your Wi-Fi to have access on internet.
07:00
Speaker 1
If she does not remember the router password, is there any way to change this or anything, or, [silence] I'm sorry, I can do where?
09:00
Speaker 2
The router password is the password you use to access your router settings or your router's web interface or the page where you can do some changes on your router settings like editing your wifi name or wifi password and so on. So, you may have to ask boss, what's the router password? Maybe when she set it up, she knows the router password because the first time you set up the links and router, you will be asked to create a router password. If you don't remember the router password, I think on that page there's a forget or reset password. And you just you can just click on that.
09:00
Speaker 1
It's just not coming up with the reset. I understand. Yeah, shouldn't have. Okay. Well, thank you so much. I'm Nicole. Okay. Okay. Thank you.
10:00
Speaker 2
Uh, on that page where it asks for your router password, once you type in a wrong password, or invalid, or incorrect password, uh there's a button on that page where you can click on reset password, or forgot password. Uh Now, I won't go through that because I cannot, as I've said, I cannot, uh, Yes. Try to let her apply for the paid connect so that, uh we can walk her through the steps. On how- how to login to your router's web interface. Okay? Thanks. It's my pleasure to see this. Thank you for calling Linksys. Take care. Bye.
10:00