Call Detail: 5f6e5856-65f3-11f1-8

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Call Start

2026-06-12 00:12

Duration

5m 16s

Contact

Hemilton Shepley

Issue Type

Password/Login

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

Dorothy Belle Oraiz

HappyFox Case

#LTS00133136

Support Country

Other / Unmapped

Product Family

MESH SYSTEMS

CSAT

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Sentiment Trajectory

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Ticket subject: RECONFIGURATION.

V1 Rubric Scores

Resolution1.00/5

Accuracy3.00/5

Communication2.00/5

Protocol1.00/5

Efficiency2.00/5

Overall1.8/5

V2 Rubric Scores

Resolution1.56/5

Technical0.94/5

Communication2.50/5

Ownership1.50/5

EscalationN/A

Customer Exp2.50/5

Overall33.5% (-2.5)

V2 Grader Summary

The agent made an initial effort to troubleshoot the login issue by guiding the customer through the Linksys app and suggesting the router password 'admin'. However, this instruction is technically inaccurate for many current models, and no diagnostic questions were asked to confirm the router type. The call ended abruptly due to audio issues without establishing next steps or ensuring continuity, resulting in an unresolved case. While some ownership and empathy were shown, critical technical accuracy and follow-through were lacking.

V1 Case Analysis

Customer unable to log into Linksys app; agent instructed to use router password 'ADMIN' (incorrect default for most models), did not verify login success, and ended call without resolution or next step.

Troubleshooting Steps

Asked customer to open the Linksys app and navigate to 'Manage your Wi-Fi'.
Instructed to select 'Use router password' login option.
Provided incorrect default password 'ADMIN' (contradicts KB guidance).

Key Observations

Agent provided incorrect default admin password 'ADMIN' — most Linksys models use a unique password printed on the router label, not 'ADMIN'.
Agent did not collect essential device information (model, serial, family) to verify correct password or support path.
Agent never verified whether the admin password login succeeded.
Call ended abruptly without confirmation of outcome or documented next step.
No case management or follow-up protocol initiated despite call drop.

Positive Highlights

Agent acknowledged the customer's frustration about the previous disconnection.
Agent correctly directed customer to 'Use router password' option in the app, which is a valid path for local access.

Agent Errors / Gaps

Provided incorrect default admin password 'ADMIN' — contradicts KB guidance for most Linksys models.
Failed to confirm login result before proceeding or ending call.
Missing product identification and warranty check — critical for support pathing and password verification.
Poor call control — allowed call to drop without re-establishing connection or setting callback expectation.
Did not confirm whether customer had previously changed admin password, a key diagnostic step.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 95%

Call ended abruptly due to audio loss; no resolution or confirmation of login success was achieved.

R2 Partially Met Diagnostic thoroughness conf 85%

Agent initiated a troubleshooting path by guiding the customer to use the router password in the app, which is a relevant step for login issues.

R3 Partially Met Correct resolution path conf 80%

Agent attempted a resolution path (using router password), though it may not be correct for all models; did not assess model type first but followed a common default approach.

Technical Accuracy

T1 Partially Met Technically accurate info conf 80%

Agent identified the symptom (login issue) and took action, but did not ask diagnostic questions about router model or prior changes.

T2 Not Met Appropriate tools / resources used conf 95%

No tools (e.g., remote session, KB lookup, dashboard check) were used; relied solely on verbal instruction without verification.

T3 Not Met No misinformation conf 90%

Agent instructed to use 'admin' as router password, which is incorrect for many current models like SPNM6x or MX6200 where default is the WiFi password on the label.

Communication

C1 Partially Met Clear & professional language conf 85%

Agent acknowledged disconnection and called back, but lost control when audio failed again without managing the transition or setting expectations.

C2 Partially Met Confirmed understanding conf 80%

Agent used simple language and guided step-by-step, but did not confirm understanding after key steps or adapt to customer’s connectivity challenges.

Customer Ownership

O1 Partially Met Ownership & empathy conf 85%

Agent initiated a callback after disconnection, showing some ownership, but did not document follow-up or ensure continuity before the second call failed.

O2 Not Met Proactive follow-through conf 95%

No clear next steps or timeline were established before the call dropped; no confirmed callback time or alternative contact method provided.

O3 Not Applicable Closure confirmation conf 90%

No prior case history was referenced or observable; appears to be first contact.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 90%

No escalation was made and none was evidently required given the early stage of troubleshooting.

E2 Not Applicable Escalation prep & handoff conf 90%

No escalation occurred; therefore execution cannot be assessed.

Customer Experience

X1 Partially Met Customer effort minimised conf 90%

Agent expressed appreciation for the customer answering the callback and acknowledged frustration from disconnection.

X2 Partially Met Tone & rapport conf 80%

Agent maintained a polite tone and attempted to guide the customer, though pacing did not adjust to customer’s signal issues or confusion.

X3 Partially Met Overall experience conf 80%

Agent attempted to move forward efficiently by guiding app use, but customer had to re-locate the app and repeat context due to dropped call.

Call Transcript7 turns · 8 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. Hello, this is Linksys Technical Support, giving you a call back. All right. Thank you so much for answering my call. Uh, yeah, the call was disconnected, unfortunately. So, that's why I'm calling back. All right. Thank you once again for answering the call. So, just to confirm, are you connected to the wi-fi name of the parent node? All right. Okay. Very well. So let's try to open the Linksys app on your phone. Yeah. I know. You're welcome.