V2 Rubric Detail — 63589c90-6f2d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 18:00
Duration
16m 13s
Contact
TJ Finefield
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00134492
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to change password

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.94/5
Technical2.19/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall16.0% (-10.0)

V2 Grader Summary

The agent failed to resolve the password issue due to inaccurate information, lack of warranty verification, and poor communication. Despite referencing the recovery key correctly, the agent provided a materially false statement about Linksys Smart Wi-Fi accounts and showed no empathy or ownership. The customer ended the call uncertain of success, confirming an Unresolved outcome.

V1 Case Analysis

Customer forgot router admin password. Agent misdiagnosed as Wi-Fi password issue, incorrectly claimed Smart Wi-Fi accounts are discontinued, and failed to collect model number. Eventually guided customer to use recovery key (626401) via app to reset admin password. No verification of Wi-Fi or internet connectivity performed.

Troubleshooting Steps
  • Asked for serial number (partially provided)
  • Asked for ISP (not used)
  • Misidentified issue as Wi-Fi password
  • Incorrectly claimed Smart Wi-Fi accounts are discontinued
  • Eventually guided customer to locate and use the recovery key on the router label
  • Instructed customer to reset admin password via the Linksys app using recovery key
Key Observations
  • Agent failed to collect the product model number, a critical protocol violation for any product-specific troubleshooting.
  • Agent incorrectly claimed at [05:00] that 'Linksys Smart Wi-Fi accounts are no longer available,' which is factually false and contradicts the KB documentation.
  • Agent misdiagnosed the forgotten admin password as a Wi-Fi password issue at [04:00], leading to significant confusion and wasted time.
  • Call was highly inefficient, with long silences, repeated prompts, and no clear troubleshooting structure.
  • Agent failed to verify the outcome: no confirmation that the customer could log in, change Wi-Fi settings, or access the internet after the reset.
  • No empathy or acknowledgment of customer frustration was offered despite clear signs of distress and anger.
Positive Highlights
  • Eventually guided the customer to use the router’s recovery key to reset the admin password, which is correct per KB.
Agent Errors / Gaps
  • Did not collect or confirm the product model number.
  • Incorrectly stated that Linksys Smart Wi-Fi accounts are no longer available.
  • Misdiagnosed the admin password issue as a Wi-Fi password problem.
  • Provided no clear, step-by-step instructions; guidance was reactive and disorganized.
  • Failed to verify the success of the admin password reset or check Wi-Fi/internet functionality.
  • Did not offer any self-help resources or follow-up steps.
  • Failed to acknowledge or de-escalate the customer's frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 90%
Customer says 'I don't know if this is going to work or not... I hate it... I think I did it right there, no, who knows' — indicating unresolved confusion and lack of confidence in resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked for serial number and ISP, guided customer to use recovery key and reset password, but skipped verification of model, firmware, or login method — troubleshooting was partial and reactive.
R3 Not Met Correct resolution path conf 85%
Agent failed to verify warranty status despite customer stating device was 7–8 years old; did not offer paid support option; gave incomplete path by not confirming whether admin or Wi-Fi password was the issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified forgotten password symptom and asked for serial number and ISP, but did not ask about model, recovery key visibility, or app behavior — diagnostic process was incomplete.
T2 Met Appropriate tools / resources used conf 90%
Agent correctly referenced the five-digit recovery key on the router label and directed use of the Linksys app — appropriate tools for this issue.
T3 Not Met No misinformation conf 90%
Agent stated 'These Linksys Smart Wi-Fi accounts are no longer available' — factually incorrect; these accounts still exist and are used for remote management on supported models.
Communication
C1 Not Met Clear & professional language conf 90%
Agent never framed the interaction, set expectations, or maintained control — allowed long silences, rambling, and repeated confusion without redirecting.
C2 Not Met Confirmed understanding conf 90%
Agent used technical terms like 'recovery key' and 'router password' without checking understanding; failed to adapt to customer's emotional state or simplify language.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent showed no ownership — no commitment to resolve, no follow-up promise, and abandoned the case without confirming success or offering further help.
O2 Not Met Proactive follow-through conf 90%
No clear next steps, timelines, or callback commitments were established; agent ended call without confirming resolution or customer readiness.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted — password reset is within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer's frustration, repeated effort, or emotional distress — remained neutral and transactional throughout.
X2 Not Met Tone & rapport conf 90%
Agent maintained a flat, repetitive tone despite customer's anger and confusion; failed to adjust pace or style to match customer's deteriorating engagement.
X3 Not Met Overall experience conf 90%
Customer had to repeat information multiple times, perform numerous trial steps, and navigate app loops — agent did not reduce effort or streamline the process.
Call Transcript30 turns · 31 lines
Speaker 2
welcome to Linksys 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.Linksys.com. Please have your device 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. If you're experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.Linksys.com.
00:00
Speaker 1
[silence] Fuck you. [silence] Uh, I have a link. First of all, am I being charged for this minute? [silence] Well, [silence] well, I'm sure this one is out of warranty. I've had it for probably seven or eight years. So that is the case. Uh, but let me just say that are you still there? [silence] Oh, okay. Uh, I [silence] have either forgotten or I
01:00
Speaker 2
You can also connect with other users for tips and guidance at Reddit.com.R.links city. Hi, thank you for calling links. This is joy, how can I help you today? Um, no sir, I will check first your device if it's out of warranty or not, since we only charge service for out of warranty devices. [silence] Yep. go on. [silence]
01:00
Speaker 1
[KEEP_UNCERTAIN] I wrote down the wrong password for the system. And I've been trying to change the password for about an hour and a half. And I've gotten nowhere. so, do I buy a new router? watch? where, where would I find it? at the mall. uh, okay. [silence]
02:00
Speaker 2
[KEEP_UNCERTAIN] Go ahead. [silence] Go ahead. [silence] Let me just check your unit first. [silence] May I have the serial number of your Linksys device, please? [silence] The serial number of your Linksys router. [silence] At the bottom of your router.
02:00
Speaker 1
Uh... da da da da da da da... serial number... 29 V is in Victory, 1, 0, C is in Charlie, 6 99, 0 2, 7, 3, 4. Uh I 3 broadband, I think is the name of the people. Let's see, how do I get this back to where it was? Okay. So, uh...
03:00
Speaker 2
Okay, let me just check and who is your Internet service provider? Okay.
03:00
Speaker 1
Pardon me again. No, I, uh, no, I, I wanted to, yeah, I don't know. Okay. on the password that they asked me for initially was the wrong one. So I requested that I, I, soon get a set of numbers so that I could change the password and I got an email from Linksys that took me right back to where I was before I got the email. They never did give me a code to put in so I could change the password. And I basically found myself in a loop.
04:00
Speaker 2
you forgot your Wi-Fi password and you want it changed
04:00
Speaker 1
So, uh, I tried that two or three times and finally got fed up. So I am thinking I am getting fed up with this whole thing. Um, I'm trying to get I have new garage doors that have remote control via the phone and that went kaput. I think I am going to say goodbye. I've been nice chatting with you and I don't think either one of us is going to get to the point where we can put a new password in. [silence]
05:00
Speaker 2
Yeah. You can. If you're using like the linksy app, if you are, app, Err, Sorry! If you're using like the linksy app, Try to login using the router password, not the email or your account since, These Linksys Smart Wi-Fi accounts are no longer available, So if you can login using the router password option, then there you can access the dashboard and change your
05:00
Speaker 1
[ silence ]
06:00
Speaker 2
okay I see. you can try to like force close the app and reopen it again or try to uninstall and then reinstall the app so that it will bring you to the first or login screen.
06:00
Speaker 1
out log out log out it won't let me log out log out well at the bottom of my phone now it finally kicked me out log in here we are right back where we started okay now I type in my email address which I have done several times I'm out of password yes I do and I will enter that now whoops there okay get over the numbers
07:00
Speaker 2
Yeah, so you need to log out first, so that it will bring you to the login page with two options. Um, no, you don't use that option. Um, can you try to check if you have the option on the right side log in using router password? Do you have that option? Yes, that one.
07:00
Speaker 1
okay 12 1924. Restart. We said password. No, I don't want to this. Well again. You're right. It didn't. Sorry, that's an incorrect password. All right, just tell me what well yeah, I typed router. I hit router password and says password. So, okay. I'm going to try it. I'm going to try create a new one. Is that what you're telling me?
08:00
Speaker 2
If it will not accept Java just reset. Got it. Password. Yes, just reset router password. It is just the admin password. It will not change the Wi-Fi password. So just reset. Mm-hmm. Yeah, if... Mm-hmm. Yeah, so just reset router password, then it will ask for a five- digit recovery key that you can see at the bottom of your router.
08:00
Speaker 1
Okay, uh, let me try this again. Enter router password. You want me to put in five random digits, is that correct? Okay, I typed that in. There we go, log in. Sorry, incorrect password. Okay? Change to what? Make up a magic number... A. D. M. I. N. And so pop-up. Okay. Type ABCD one two three four enter. Oh, it's a pop-up. Okay, yes, next. And yes, next againContinue next popup, okay, xyz a, b, C
09:00
Speaker 2
just input any router password or try admin a-d-m-i-n all in lower case now just reset reset password what does it show to be
09:00
Speaker 1
login. sorry, incorrect password. Why be asked there? Reset. Recovery key. First look under one of your modes. nodes for the recovery key. Enter it below. Recovery key is all dash signs. It says name. please.
10:00
Speaker 2
Yes. Yes. [ silence ] So do you have the option to reset? [ silence ] Yes. Yeah, check at the bottom of your router. There's a [ silence ] So your recovery key is at the bottom of your router. There's a five digit key there at the bottom of your router. Try to check it and input it on your linksys app.
10:00
Speaker 1
No, I should just forget about the garage doors and just do the old fashioned way of doing business, hit the button and raise and lower it and forget about the recovery key. There it is. Okay. Thank you for telling me that. 626401. The account holder will be notified if this router password is changed. Continue? Sounds like a good idea. Okay. Reset router password. Log in when connected to your home Wi-Fi. enter new, New Password password. Okay, now, no I will. 0, 9, 0, 3, 1, 9, 4, P H E O S Ten characters, okay, I got that done. Upper, lower. I got that done. At least one number and one character. Okay. Enter Password password. Okay. Now, I'm going to give me visual to make sure that what I thought I keyed in is what I did. And I did. Okay. Submit. Getting router settings.
11:00
Speaker 2
okay so you create your new router password for you to login you should follow the requirements there for the password okay just write for you to login
12:00
Speaker 1
No, TJ Finefield [silence] at Hotmail. [silence] Finefield [silence] is my late wife's email address. [silence] Okay. [silence] Yeah, yeah. [silence] And if you bill me for this, I will not be paying. [silence] You have to send it to the bank [silence] and put a lien on my house. [silence] Okay, now, [silence] there's the name of the [silence] system [silence] and [silence] internet speed, and blah blah blah. [silence] I'm [silence] Hey internet, blah blah. [silence] Okay. [silence]
13:00
Speaker 2
just to verify, So this is your email, findfied.hotmail.com. See? So that's TJ, find-field.hotmail.com. That's, yeah. So for you to check your wi-fi name and your correct wi-fi password, can you see the three dash lines on the upper left corner? Or the menu icon?
13:00
Speaker 1
...dashes, but there's above the name of the routers, here, but there's the name of the routers, here. [silence] Routers. Devices, 16. Safe browsing, parental control, Wi-Fi settings. Hey, 92nd bomb group and it's got Wi-Fi password all dots. No opening with an I. I cannot see those ever. Good. That's the old password. Great. I love it. Perfect. No. No... I can't. I can't see any devices. Not sure what happened. I don't see any devices on that group. All right, click on this one, will you? I clicked on it. Okay, so I'll have to refresh then. [silence] Yeah, that's what I'll have to do. I'll have to refresh. And we've got wireless two at the very top. Refresh stuff. Do you refresh by clicking that button or something? What happened there? I don't have to enter my old stuff happening. Can't do that. No. I'm going to erase these two. What are you going to erase? I'm going to erase 30th bomb group and wireless 1. Oh, why? I don't want to see 30th bomb group. Okay, and wireless 1. Uh-huh. Okay. All right, get these now. All 16. Great. [silence] Um, so can I get on the Internet now? Uh-huh. I'm not sure. I'm on the router, so I'm not sure I can get on the Internet yet. I think you can. Okay, really? [silence] Yeah. We'll have to get back to you on that. We'll start making payments. Whatever. [silence] So you're still logged in, right? Yeah. I'm still logged in. I don't know why. [silence] So there's no way to log off? No. [laughter] No. Okay. And he has safe browsing. I see. Okay. All right, thanks. See ya. Bye. [silence]
14:00
Speaker 2
Yes. Yeah. You click that. What the- How to connect? Yeah. How to connect Wi-Fi. Wi-Fi settings. Yeah. You click that, Wi-Fi settings. uh just click on it just click on it yes so that's that's your current password and if you wanted to change it then just delete and replace it with any password. Just in case if you want to change it.
14:00
Speaker 1
all right if it's fine okay so i think hey i want you know a long time ago I'm trying to go back. okay let's go back. a long time ago i could see each item on the network. where it was located. you know it says six people devices. i got it i got it i got i got it i got it i got it thank you. all right uh I don't know if this is going to work or not. we'll see. thank you again. bye. Oh it may have gotten better. I don't know yet thank you bye. oh I I hate this. I hate it. I hate it. I hate it. I have to say good luck hang up. How do you do that now? [ silence ]
15:00
Speaker 2
s you're welcome sir Mm-hmm UM under device list here. You're welcome sir Mm-hmm you're welcome sir. Have a good day. You're welcome. You can end the call now sir. Thank you.
15:00
Speaker 1
That's some garage door people. I don't want to do that. Goodbye. I think I did it right there, no, who nose.
16:00