V2 Rubric Detail — 6329db0c-6993-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 14:55
Duration
34m 54s
Contact
Vicky Shafer
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00133598
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial setup

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.88/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall42.3% (+22.3)

V2 Grader Summary

The agent achieved a successful resolution as the laptop connected to the internet after reconfiguration. However, they violated core protocol by skipping the non-destructive Recovery Key password reset and provided technically inaccurate guidance about default passwords, resulting in avoidable customer effort and risk of data loss.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at the end: 'My computer's connected to the internet' and 'It's connected, but now it's not. It is. It's connected.'
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped the non-destructive Recovery Key password reset — required first step per KB — and jumped straight to factory reset without verifying model or default password rules.
R3 Not Met Correct resolution path conf 95%
Agent chose factory reset as the primary resolution path without attempting the Recovery Key method, violating protocol for forgotten admin password on current models.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (can't log in) and asked for serial number, but failed to ask model-specific questions (e.g., is it SPNM60?) to determine correct default password behavior.
T2 Not Met Appropriate tools / resources used conf 95%
The correct tool — password reset via recovery key at the login page — was never used; agent proceeded directly to factory reset, a destructive method.
T3 Not Met No misinformation conf 90%
Agent incorrectly suggested 'admin' as default password, which is wrong for many current models (e.g., WiFi 6E/7, SPNM60/62 when configured); also conflated recovery key with Wi-Fi password.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general direction but had multiple silences, repeated unclear instructions, and lost control during browser navigation steps.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but failed to adapt when customer struggled with Safari; did not confirm understanding after key steps like bypassing security warnings.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on resolution despite complexity.
O2 Partially Met Proactive follow-through conf 80%
Agent gave next steps (reset, reconfigure) but did not set a timeline or offer follow-up; customer was left to complete setup independently.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent’s scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed appreciation at the end but did not acknowledge customer frustration earlier when they reported the password issue and security warning.
X2 Partially Met Tone & rapport conf 75%
Agent attempted to guide through phone steps but used a repetitive tone and did not adjust pace when customer expressed confusion with Safari navigation.
X3 Not Met Overall experience conf 90%
Customer was forced to perform a full factory reset and re-setup — avoidable if Recovery Key password reset had been used — increasing effort unnecessarily.
Call Transcript54 turns · 62 lines
Speaker 1
Hi. Well, we purchased a router. We received it last Friday. We installed it and it works fine, the Wi-Fi works fine with our phones, but it won't let us connect to our laptop.
00:00
Speaker 2
Welcome to links had 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.links.support please have your device serial number ready for assistance. Press one now. For please have your devices 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.
00:00
Speaker 1
and it says that the network is available, but when we try to go on, it asks for a password. We used the password that was in the box on the instructions and it says incorrect. Okay. And please try again. So we can't get on our laptops. Okay, is that the one on the box outside the box? Okay. It's on the router underneath. Okay, we're gonna check to make sure it's the same number.
01:00
Speaker 2
got it, can you have the serial number of that lynx device you're referring to it it's on a sticker underneath your router underneath yes
01:00
Speaker 1
Well, where are you Grandpa? OK, you're going to write the number down. Alrighty. Hold on. It must not be the same one, so he's gonna go back and write it down. All right. While he was writing it down, the other QR code in the instructions about after you get hooked up, um, when I clicked on that to put in our new password, or whatever, see if I can get it to work, it said that that, that website is, um, not secure, and it could hack your information. Ma'am. And then
02:00
Speaker 2
mm-hm it's not working okay you just said we need our to bypass that message actually. Go ahead. There will be option there Advanced and proceed to 192, something like that. That's normal. That's the first prompted message about the warning that you need to bypass. Mm-hmm. Yes, it is. Mm-hmm.
03:00
Speaker 1
Okay. All right. Series number, that's the Mac address and that's the recovery key. Okay. Alrighty. The number is 6-0, C like in cat, 1-0, M like in mom, 1-4, E like in easy, 0-1-2-3-3. 0-1-2-3-3 [silence] Yes, ma'am. We got it. Friday, we got it.
05:00
Speaker 2
correct me if I'm wrong is it 6 0 Charlie 1 0 Mary 1 4 Echo 0 1 2 Zulu 3 3 so 1 2 Zulu 3 3 okay thank you and you just purchased this device when
05:00
Speaker 1
In the mail or however ma'am. Yes, ma'am. Just this past Friday. Yeah. Just this past Friday. V like in Vicky F like in Frank. S like in Schrafer. 57 at Yahoo.com. And we bought it.
06:00
Speaker 2
Okay. You still have the receipt? Friday this month, right? Friday this month. Month of June. Okay. Uh, later on I need the proof of purchase for me to uh update here the warranty status. Because based on the serial number you provided, it shows here the device was uh delivered uh year 2024. But this can be wave once you provide the receipt. We will um start the warranty date based on the date of purchase. Can you have your active email address? And what's your first name and last name?
06:00
Speaker 1
Excuse me. I'm sorry. Vicki Siffler. Yes, ma'am. It's solid white. On our laptops, that's correct. Our phones are working fine on the whiteboard, but not the laptops.
07:00
Speaker 2
your, your, your first name and last name, okay. All right, thank you. and your internet service provider, who is it? Okay. And this is your first time trying to set up this device, right? Okay. And the light indicator in front of it, is it solid blue? What's the light status? Uh solid white means it's breaking online, but the point is the when you scan the code, the password is not working correct. Okay. Uh huh. Got it. And that laptop you're referring to, can it be physically uh connected to the main node? [silence]
07:00
Speaker 1
I could not tell you. I don't know that enough about the computer. We've only had it about a year and I'm not sure there's lots of, I'm not sure. iPhone. Okay. Okay. Wi-Fi and it says that we are connected to the links. [silence]
08:00
Speaker 2
can you wire it? Temporarily? does it have an ethernet port? I I see. OK. so we will not gonna proceed on that one if that's the case. Since you mentioned that your phone is connected, is that an iPhone or Android? iPhone. OK. So try to do this instead. Can you go to the settings first of your iPhone, and then go to Wi-Fi? Settings? Wi-Fi. Let me know once you're under the Wi-Fi settings.
08:00
Speaker 1
The eye. Yep. Okay, got it. routers. IP. Is that the Wi-Fi address? Nope. IP address, one nine two. dot one six eight dot one dot eight two. Okay. Okay, let's see. Alrighty.
09:00
Speaker 2
the Wi-Fi name and length that's high icon there. Yeah. And tell me the router's IP address. Mm-hmm. Mm-hmm. Okay, thank you. You can now open Safari browser on your phone. And you can type there on your address bar, the bar located on the very top, the numbers one nine two.
09:00
Speaker 1
192.168.1.1 Is it 192.168.1.1? Okay. [silence] It says, "This connection is not private. This website may be impersonating. Excuse me." [silence] It says, show details or close. Everything. Okay. [silence] Mm-hmm.
10:00
Speaker 2
dot one six eight That one that one Yes That one Yeah That's it only That one that one Okay top go Okay top on it or There should be option there Show details Tap on show details And then After you tap show details You can top there Visit the website
10:00
Speaker 1
okay I see. Visit this website. Okay. It says, checking for internet, internet connected. Welcome. Enter your router's password to proceed. There is, oh, the sticker, the one I just gave you that's a recovery key. The wi-fi password. Okay, we have the serial number, the Mac address and the recovery key on the bottom of the router.
11:00
Speaker 2
visit this website good okay and that's the the one on the sticker underneath your your router uh the router password actually not the serial number eh not the recovery key but the wi-fi password there [silence] Not the recovery key, but there is a Wi-Fi password there, the Router Password. Yeah. Yes. Yes please.
11:00
Speaker 1
valid password ma'am
13:00
Speaker 2
May I know what's the password you type in? What's the password that you type? Can you tell me what's the password? Yes, please. Mm-hmm. Mm-hmm. Uh-huh. The at symbol. Okay, um, can you try admin all small letters? Admin.
13:00
Speaker 1
Okay. It says invalid password. On my phone? Where it says William Enter your router's password to proceed. And then it says next. And that's all. Okay. Okay. Okay. Okay. Am X.
14:00
Speaker 2
Yes. We're asking for router password. We delete everything and just type in admin all small letters. Same thing, okay. Can you see your reset option below? Reset, phone, yeah. You're still on the login page. Can you see there reset below? Okay, just next. Got it. Try to enter again your router password, which is the MX SO instead of letter O, try zero, number zero. I think you bought this one, not just this only, the linux device, but it comes with extenders, right? But yeah,
14:00
Speaker 1
we just. we just bought the mesh router. I'm not sure what that means. yes. no. no ma'am. okay. okay. he's going to do that now. thank you for helping us with this.
16:00
Speaker 2
Like when you bought this unit. Mm-hmm. That's it only. I like, like, uh, do you have extenders? Aside from this one, do you have extenders? Or this is the only Linksys device you have, the one that is hardwired to the modem. There's nothing else? Okay, got it. So let's just have it reset instead. Just press and hold the reset button at the back of the router, just keep holding it until the light in the front turns off. Let go after. You're welcome. It's my pleasure.
16:00
Speaker 1
five sips
17:00
Speaker 2
Okay. So blinking blue, right? That's what it's called. Awesome. So we'll just have to wait until it will have a steady blue light. Which means... [silence]
17:00
Speaker 1
Until it has, it's steady. Okay. It we just need to wait Doug until the light is solid steady blue. Still blinking. yes
18:00
Speaker 2
is it still blinking yellow? I mean, blinking blue? okay. while waiting, kindly go to the settings of your phone and then go to Wi-Fi. good, which means it's ready to be set up. connect your phone to the default Wi-Fi name, link s Settings, Wi-Fi. Okay, good. Now open again a browser, and I need you to access the same site. 192. Uh-huh. Okay. Let's try the password now, which is, uh, "can you try admin first," A, D, M, I, N, all small letters.
19:00
Speaker 1
OK. It says invalid password. So back. So back all the way out what I'm. Go back out all the way what I'm on. OK, on Safari. Get out of that. get me out of that though. I'm using his phone and I don't know how to use it. Hold on just a second.
21:00
Speaker 2
okay. you can try again, now or can you delete the whole thing uh... Vicky and open a new tab. type in this time my router all small letters my router open a new tab exactly yes yes
21:00
Speaker 1
the, any idea. Hold on a second. I got it now, I think. i [silence] okay. i'm out of fit all the way okay so um so um safari okay and then type in [silence] tell me again.
22:00
Speaker 2
Okay, still on your address bar. Type there the numbers. I mean those letters, which is "MyRouter." M-O- Y. Yes, still Safari. And type in. [silence]
22:00
Speaker 1
Okay. What about? I am you. Tell me again. L O C O A O C A L okay? Just one more. Okay. Yeah, it says, this connection is not private. Show details. Show details. Okay. And then you visit the website again. Okay. I did the own show details.
23:00
Speaker 2
and the Router local dot dot my router.at local Okay click again advance details p same thing [sound of cat crying] click about okay go to system tools
23:00
Speaker 1
and now it says, view the website. So hit that. Okay. Checking for internet. Internet connected. This router has been factory reset. All settings may have have been restored to factory default. Hit continue. Okay. Personalize your Wi-Fi name and password. And I used. And I used the one that was on my old router. Okay, let's see.
24:00
Speaker 2
website. Yes. Mm-hmm. Yes, click continue. Great. Okay, you can yeah, any password, any Wi-Fi name you want, you can change it now. Yeah, you can for your devices to auto-connect. [ silence ] Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [ silence ]
24:00
Speaker 1
Okay, so Waffle name. [silence] Okay, so I hit next and it says guest network, turn on guest network to create it's off. And just hit next. Right, night mode. It's off. Click next. [silence] Okay. And it says saving changes.
25:00
Speaker 2
(sighs) You can have the, you can have that one turned off. Yeah, when it's working, so I'd write.
25:00
Speaker 1
[DOWNWEIGHT] Right takes the final battles of 11 the error. Yep. get out of this. Don't mash the button. It says next. Don't do next. Okay, Wi-Fi Not connected. It's look for it. Connect. And we It's working to find it I guess. Incorrect password. Oh boy. Okay, let me try it again.
27:00
Speaker 2
it's solid white, okay and your, uh, the dashboard there is asking for you to reconnect to the new wi-fi you set up, right? so go to the settings of your phone, go to wi-fi. yes, uh, no need because you have to reconnect first your phone to the wi-fi name you created. you have to manually type it in. [silence]
27:00
Speaker 1
Oh, I, just keeps, say, password.
28:00
Speaker 2
It should be the one that you just recently created.
28:00
Speaker 1
Yes. Uh huh. It says anchor it backwards. When we did the new one, I never, I used the one on the on the quick reference sheet. To get connected. No, I changed, I changed them both. But, evidently I must have typed in something wrong. On the, on the on the password. Okay.
29:00
Speaker 2
And that's the Wi-Fi name you set up earlier, right? That's the Wi-Fi name showing up? Okay. Did you change as well the Wi-Fi password earlier? Oh, so you did not change the Wi-Fi password, just the Wi-Fi name. Am I right? Both, okay. Yeah. Can you try the first letter capitalize? Probably it was capitalized and you just did password. Yes, try to make the first letter capitalize. And the rest are small.
29:00
Speaker 1
Okay, okay. Okay? Yup. So enter the one I've been entering with a capital first letter. Okay. Unable to join the network.
30:00
Speaker 2
Okay, you can tap the eye icon and select forget this network. For. Failing. And there. So, tap it again, it will ask this time for you to enter the Wi-Fi password. Yeah, with a capital Y.
30:00
Speaker 1
Nonsense. JESUS. US, we've joined the network, yes ma'am. Yes. So do it go. Oh, wait a minute. I got the wrong place. All right. No. Oh well. It now it says join this path and join this network instead of forget this network.
31:00
Speaker 2
When you put in the password, it shows immediately and able, right? But you're able to type in the password, right? And then it shows and able to, Okay. You already tapped forgot this network earlier. Forget this network, yes, do it again. There's no eye icon anymore. Can you, you're connected? Okay. Okay. So it was the first letter was capitalized, right? That's the time it's where. Okay. You can go back to the setup wizard that we have earlier. Go back to that page and you can tap now and next. Go back to the Linksys dashboard you have earlier. Safari. Go back to that page. Yeah. And check if you still have the Linksys page.
31:00
Speaker 1
Up. So you want me just to. Next. Saving changes. It'll turn off and turn on again. My computer's connected to the internet. Okay. Now it says your network confirm all nodes are here router. So that means that it's connected to your network, your laptop. My husband said that it just. Okay. It connected you to your laptop. It's connected, but now it's not. It is. It's connected. Let me make sure. Go check and make sure it stopped right in the front. It says connected. Yeah we're connected. Connected secured and.
33:00
Speaker 2
Okay, you can top. Okay, it's already configured. You can now try to connect your laptop, Vicky, to the Wi-Fi name you set up, any other device. Good. And your links is a solid white in French.
33:00
Speaker 1
he's going to check, make sure it's solid white. it's solid white, yes ma'am. And it shows it shows connected. I thank you so, so, so much for your patience and your kindness. Okay, okay, I'll be that. Thank you, you have a good day, Mother, as I shake for help.
34:00
Speaker 2
Okay. Just to make sure. Awesome. All right. Uh-huh. You're welcome Vicky. And regarding the warranty, I'll just send you an email. Anytime you're available, can be attached a screenshot or any proof of purchase for your Lincess router. Okay, for me to update it here in my line. Thank you so much, Vicky for your time. You too. Bye bye.
34:00