V2 Rubric Detail — 61d58da4-70ab-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 15:34
Duration
26m 14s
Contact
Ruth Reichart
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#TE00134762
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single Devices Unable to Connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall20.0% (-16.0)

V2 Grader Summary

The agent failed to resolve the Wi-Fi detection and router login issues, skipped proper troubleshooting steps, and did not use the recommended recovery-key method. Communication was disorganized and lacked empathy, though a clear callback time was set. The case remains unresolved with no meaningful progress.

V1 Case Analysis

Customer unable to log into router admin (192.168.1.1) and Wi-Fi not detected on work laptop. Agent incorrectly suggested default password 'admin', failed to guide through five-digit recovery key, and did not collect model/serial. No resolution achieved. Callback scheduled at 7 pm CST.

Troubleshooting Steps
  • Guided customer to access 192.168.1.1 in browser
  • Suggested incorrect default admin password 'admin'
  • Advised checking password on router label
  • Mentioned factory reset as last resort
Key Observations
  • Agent did not collect router model or serial number, a critical protocol failure.
  • Provided factually incorrect technical advice: default admin password is not 'admin'.
  • Failed to instruct on the correct five-digit recovery key process for password reset.
  • Did not address the root cause of the Wi-Fi detection issue on the work laptop.
  • Call lacked structure and devolved into confusion, especially around browser access.
Positive Highlights
  • Attempted to guide the customer step-by-step to access the router UI via IP address.
  • Acknowledged the customer's work context and scheduled a callback at a convenient time.
  • Clarified that there are two different passwords (Wi-Fi vs. admin) to reduce confusion.
Agent Errors / Gaps
  • Incorrectly stated that the default router admin password is 'admin' ([17:00]); per KB, the admin password is set during initial setup and is not printed on the label.
  • Did not follow correct password recovery procedure: failed to guide customer through the five-digit recovery key process on the router label ([17:00]–[18:00]).
  • Did not collect product model number or serial number, violating basic support protocol.
  • Gave ambiguous and confusing instructions for accessing the router via browser, leading to customer confusion about address bar vs. search bar ([08:00]–[12:00]).
  • Did not troubleshoot the Wi-Fi detection issue on the work laptop beyond suggesting a reset ([21:00]–[23:00]).
  • Suggested contacting a computer technician for a router login issue, deflecting responsibility without offering a solution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The agent did not resolve the core issues (Wi-Fi detection on the laptop or router login); the call ended with a scheduled callback but no progress made.
R2 Not Met Diagnostic thoroughness conf 93%
The agent skipped foundational troubleshooting (e.g., power cycle, verify SSID broadcast, check device Wi-Fi settings) and jumped to 192.168.1.1 without confirming connectivity or recovery key use.
R3 Not Met Correct resolution path conf 90%
The agent immediately suggested a factory reset instead of first attempting the non-destructive recovery-key method, which is the correct protocol for password recovery on supported models.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
The agent identified that one device couldn’t detect Wi-Fi and login failed, but failed to ask targeted questions about SSID visibility, recent changes, or device-specific settings.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., remote session, admin dashboard, recovery-key lookup) were used; agent relied solely on customer description and did not attempt the recovery-key process.
T3 Partially Met No misinformation conf 85%
Agent correctly directed to use 192.168.1.1 in the address bar but inaccurately suggested 'admin' as a default password and failed to mention the recovery key.
Communication
C1 Not Met Clear & professional language conf 90%
The call lacked structure, had long silences, repeated misunderstandings, and no clear agenda or transitions; agent lost control of the interaction.
C2 Not Met Confirmed understanding conf 88%
Agent used technical terms without checking understanding; customer repeatedly asked for clarification but agent did not simplify or adapt language.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent committed to a callback at 7 p.m., showing some ownership, but prematurely escalated to factory reset without exhausting standard recovery options.
O2 Met Proactive follow-through conf 95%
Agent set a clear next step: 'we’ll call you again tonight at 7 p.m.', with a specific time and action.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced or available; this appears to be the first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 85%
No escalation occurred and, given the issue is within L1/L2 scope with proper recovery steps, escalation was not warranted.
E2 Not Applicable Escalation prep & handoff conf 85%
Since no escalation occurred, there is no execution to evaluate.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer frustration or prior efforts; responses were procedural and lacked empathy or validation.
X2 Not Met Tone & rapport conf 88%
Agent maintained a rigid, technical tone despite customer confusion; failed to adjust pace or simplify instructions when needed.
X3 Not Met Overall experience conf 90%
Customer was asked to repeatedly re-enter IP addresses, navigate unclear UI, and was not guided through the faster recovery-key method, increasing effort unnecessarily.
Call Transcript42 turns · 47 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? Hello, ma'am. This is Mark from the Linksys Level Two team. This is the best time to call you back. All right. Uhm, now, what I haven't understood so far is that you have a computer that's unable to detect or connect to the Wi-Fi coming out of the router.
00:00
Speaker 2
Hi. Yes. Okay, here's the deal. I am connected now because I was on my w- work helpline, but it connects but then it goes down after a while and what I was telling the gentleman that I spoke to before is that I used to have so my last name is Reichert. I used to have, um, every ticket that I use has Reichert so you can find it in box or something, but you used Kindle and now you don't use Kindle anymore.
00:00
Speaker 1
Oh. Uh huh. OK. OK so that Wi-Fi is no longer detected by the rest of your devices as well. yeah, I understand, but but in terms of detecting that Wi-Fi, is it being detected by other devices? Okay. All right. And so this computer does it detect other Wi-Fi? Okay. So, what happened? What was the route router reset?
01:00
Speaker 2
It was only on my work laptop, because my work laptop never has, and it is not now either. It never was detected by any other devices in the household prior to it being deleted today and right now it is not either. It detects other ones, but they're all locked days, you'll be neighborhood people. I'm pretty sure the second one.
02:00
Speaker 1
Was it, was it reset? Was it the reason why that second Wi-Fi is no longer there? So, the only way that the second Wi-Fi will be lost is by resetting the router. So, was it reset? Yeah. Okay. All right.
03:00
Speaker 2
what do you mean? ask me that question again i didn't understand what you said. no, no, no. I just told you, the gentleman at my work help desk had me deleted it out to say forget it. And then he thought that by going back in it would detect it again, but it did not. And I have reset the router a bunch of times throughout the years and it's always been there. It always comes back. So it's when you reset the router it doesn't make it go away.
03:00
Speaker 1
course so if what you did is just forgetting the Wi-Fi on the computer it should still be detecting it okay and there's no way that you can connect the computer wired to the router [silence]
04:00
Speaker 2
Yep, I'm pretty sure Linksys created a second, a second bandwidth with the Reckert 2 to help me with my work laptop and that's what I'm asking you to do today, do you know how to do that? [silence] I did not. I know because there's no Ethernet port in my laptop.
04:00
Speaker 1
OK.
05:00
Speaker 2
I can't go directly from my laptop to my router because there there is no plug in my laptop for that. I thought and it does not detect everything in the entire house is connected to the Wi-Fi right now, yeah. Okay. Yep. [silence]
05:00
Speaker 1
Mark on that Wi-Fi. Where it's connected to. Then I said from the checkmark, there's this circle with the letter I. Tap on it. And then, and then look for the router address. How about the IPv4 address? The IPv4 address. There's no IPv4. Yes.
06:00
Speaker 2
yeah yeah yeah yeah 192.168.1.1 the what? I have an IPE V6 Nope. oh wait IPP 4 address. [silence] IP4 V4 any others?
06:00
Speaker 1
Okay. And based on the notes you you try to log on to this address 192 that 168. that 1. what does it show you? when you or let's try it like you open a browser then enter that address 192 that 168.1.1. Yes, open open the browser in your phone. You can use Safari since this is an iPhone. Okay. Yeah, the one.
07:00
Speaker 2
it says the IP address is one nine two dot one six eight dot one dot 123. Yeah. Can I do that on my phone? Well, I was using Google. What do I do? Just type that number in.
07:00
Speaker 1
192.168.1.1. Yes. [silence] Uh, and actually none of those is what we are trying to look for. Now, when you enter the address, make sure that you're entering it at the address bar, not on the Google search bar.
08:00
Speaker 2
Okay. And I hit login. I get a thing that says, router, 192.168.1.1 router configuration center, and then admin login. And then it talks about 192.168.1.1 is an IP address, which routes from Linksys and other networking bandwidth. Blah, blah, blah, blah, blah. And a whole bunch of stuff. But then there's a box in the middle of the screen that says 192.168.1.1 IP address to access panel in the address bar of your web browser or click on the button below. You can click on login or admin.
08:00
Speaker 1
usually, it's at the very top bar of the page. So, just try it with the numbers only, 192. that 168. that 1. that 1. Okay. Okay. All right. Do you have the links,
09:00
Speaker 2
Where's the address bar? OK, yes. So I type in HTTP, or do I not do that? I do that and I get a bunch of things. Gives me a bunch of options. It says 192.168.1, login admin, and then it has one that says router network with the same thing, login admin, overview. What have I...
09:00
Speaker 1
Here's the transcribed text from the left channel:
10:00
Speaker 2
what, do I have a link to this app? no. no [silence] how do I get to Safari [silence] what it, where is that, how do I get there? yeah, okay. so I click on that, and then what? okay [silence]
10:00
Speaker 1
on the address bar your Safari don't have an address bar that one use that the 192.168.1.1 [silence]
11:00
Speaker 2
where do I do that? there's no address bar? Google. no, I have a compass down there, I click on it and Google comes up, it says Google or at the bottom search or enter website. and then I, what do I type in? it says sign in, link this smart Wi-Fi, install the app.
11:00
Speaker 1
Okay. Is it asking for a password? Okay. Um, is there any phrase that says continue to Linksys? Okay. Do you happen to have an iPad? Surface Pro? That's different from the laptop. Okay.
12:00
Speaker 2
no, it just says install the app [silence] nope, it says links us to Linksys Smart Wi-Fi install the app and then there's a box links of Linksys Smart Wi-Fi does not support your browser, install the link to Linksys Smart Wi-Fi app to IOS to continue. No, I have a surface pro that's it.
12:00
Speaker 1
So let's write uh the service and then, Oh, can you open a browser on it? Yeah, well, which browser this on your surface?
13:00
Speaker 2
Okay, I'm up there. I'm on the search the web or where am I? Where am I? Uh, how do I know? Umm, log in to my smart TV, I just type one92ilibrary.com, one681.1. It says it's not secure, dynamic, it's doing and it has the links aht Wi-Fi sign in.
14:00
Speaker 1
okay and then there's this option that says, uh, for local access. uh, tap on it. and then the screen should change, uh, and it should only be asking for a password. All right, so if you, if you remember creating a password before, try to enter it. Let's see if it, if we can go through. okay All right.
16:00
Speaker 2
It's asking for email address and a password. I've gone down this road, and I don't know what the password. Click here. router password? Invalid router password. Please try again. And I, I actually reset it this morning and I got something for and I reset it and now I'm typing that one in and it doesn't work. It says invalid router password. Please try again. [silence]
16:00
Speaker 1
Let's try admin all small letters. A D M I N. Is there an option to reset it? Try to enter the password that's printed at the bottom of the router.
17:00
Speaker 2
invalid. no. bottom of the road. good. okay. Hold on. Yeah. QSS p invalid. Invalid.
17:00
Speaker 1
Yeah, but we're unable to log in. [silence] since the password is incorrect. Now, the wi-fi password and then password that is it's asking is totally different thing. Try to remember, you may have created something different before.
19:00
Speaker 2
Well, I hate to do that, cuz, well, I've logged into everything from work and it seems to be working now. Well, I did a reset this morning. Reset the password for linksys.
19:00
Speaker 1
But, there's, let me see. Well. That's what I'm saying. There are two different passwords. No, if none of the passwords work, then we're left with the option to reset this router to factory settings. Do you? [silence] the button here at
20:00
Speaker 2
[silence] it was uh, Linтыхacy. Then enter your password. Login, login with your router. Well, here it's saying route it with your password. I don't know. You power down?
20:00
Speaker 1
Have you tried restarting that computer? [silence] it's 192.
21:00
Speaker 2
Yeah, I did. If I'm on the Surface Pro 198, I type in 198.162.1.1 and hit enter. Right? Oh, okay. 168.198.168.1.1. 192. Time to give it a try out loud. Hold on.
21:00
Speaker 1
Okay. [silence] Well, um, have you tried calling someone like a computer technician? It's there for your computer or someone from. maybe the IT personnel and then tell them that it's the only device it's not detecting the Wi-Fi. Maybe it needs an update on its wireless adapter, because this is the only device that's not detecting the Wi-Fi compared to to the rest. So it is now connected. Okay. Well, since we are unable to log in
22:00
Speaker 2
Well, it is now, but... Yeah. [silence]
23:00
Speaker 1
then we will still reset the router to factory settings if you want to create a different Wi-Fi uh sure we can call you back we're not charging you again what time bye during weekdays we're open 24 hours yeah
24:00
Speaker 2
Um, is there any way that I can do that at a different time, call back, or am I gonna get charged again. Well, the only reason I'm saying that, because I'm at work right now, um, and and it seems to be working, so. Do you guys work at night? What time during the weekdays, okay.
24:00
Speaker 1
7 p.m. sure. all right. uh, we'll call you again. tonight. all right you're welcome. bye, man
25:00
Speaker 2
Would I be able to have somebody call me back like say at 7 p.m. Central Standard time tonight? Central Standard time? Okay. All right. Well, let's just leave it at that then, okay? Thank you. All right. Thank you. Bye.
25:00