V2 Rubric Detail — 6c7ac798-68f8-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 20:26
Duration
19m 28s
Contact
Mary Manzari
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133488
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: setup new device_EA7200
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect technical information: agent claimed the Linksys app is no longer available for setup (false — app still supports first-time setup on many models) and provided a malformed IP address ('192.168.168.1.1'), which is invalid and not a standard gateway. This constitutes a critical accuracy failure under rubric T3.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the issue and provided materially incorrect technical information, including a non-existent IP address and false claim about app deprecation. Despite correct OOW handling and ownership, the technical inaccuracies and lack of empathy led to an unresolved case with avoidable customer effort. Auto-zero triggered due to critical T3 failure.

V1 Case Analysis

Customer unable to log into router admin page after changing password via app. Agent incorrectly stated Linksys app is unavailable for setup, assumed out-of-warranty status without model/serial verification, and instructed a 20-second reset without confirming resolution.

Troubleshooting Steps
  • Gathered basic customer info (name, email).
  • Incorrectly stated Linksys app is no longer available for initial setup.
  • Instructed a 20-second hard reset of the router.
  • Advised to try default router password after reboot.
Key Observations
  • Agent made a materially incorrect statement about Linksys app availability for setup, contradicting KB guidance.
  • Warranty status was assumed without collecting or verifying model/serial number, violating protocol.
  • No confirmation of router reboot completion or successful login post-reset, leaving resolution status unknown.
  • Agent provided excessive reset time (20 seconds) without model-specific context or LED behavior validation.
  • Minimal empathy; agent's tone remained polite but did not acknowledge customer's frustration or confusion.
Positive Highlights
  • Maintained a polite tone and used customer's name throughout the call.
  • Attempted to create a case record and gathered basic contact information (name, email).
  • Provided a concrete next-step (hard reset) rather than leaving the customer without guidance.
Agent Errors / Gaps
  • Incorrectly claimed Linksys app is no longer available for initial router setup (KB states app is deprecated but functional for management).
  • Assumed out-of-warranty status without verifying model or serial number.
  • Failed to collect or confirm the router model (MR20MS was mentioned by customer but not documented).
  • Instructed a non-standard 20-second reset without referencing KB-recommended 10–20 second range or model-specific guidance.
  • Did not verify router reboot completion or confirm successful login after reset, leaving issue unresolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed the router password was reset successfully or that the customer could log in; call ended without resolution verification.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent suggested factory reset and provided IP address, but did not verify model, default password, or post-reset login success.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty, offered paid support but still provided free troubleshooting, aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent recognized symptom (wrong password) and recommended reset, but skipped key diagnostics like confirming model, firmware, or bridge mode status.
T2 Met Appropriate tools / resources used conf 97%
No tools were required for this issue; agent relied on verbal instructions only, which was appropriate given the scenario.
T3 Not Met No misinformation conf 98%
Agent stated 'Linksys app is not available anymore' (inaccurate — app still supports setup on some models) and gave malformed IP: 'one nine two one six eight one six eight the one dot one' instead of 192.168.1.1.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent maintained control but disrupted flow with lengthy warranty explanation and mispronounced customer's name ('Mommy', 'Mel'), affecting professionalism.
C2 Partially Met Confirmed understanding conf 90%
Agent used polite tone but failed to confirm understanding, used confusing phrasing ('regulatory Wi-Fi'), and did not adapt to customer's confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent stayed on the call, did not transfer, and took ownership through the reset process without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 92%
Agent told customer to wait two minutes after reset but did not set a callback time or confirm next steps if it failed.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for a setup/password issue resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent never acknowledged customer's frustration, repeated failed attempts, or expressed empathy; interaction remained transactional.
X2 Not Met Tone & rapport conf 95%
Agent used a rigid, formal script without adjusting pace or tone to customer’s visible confusion and hesitation.
X3 Not Met Overall experience conf 97%
Customer had to find a pin, received incorrect IP address, and was given inaccurate app information, increasing effort unnecessarily.
Call Transcript25 turns · 27 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 is available. Please have your device's 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
Hi, my name is Mary. I'm having issues setting up my Linksys router. Um, I got the app and I was doing it through there, but it won't - it had me change the router password and now I can't like log into the router to connect it, because it keeps saying the password is wrong.
06:00
Speaker 2
Hi, thank you for calling Lingkist Technical Support. This is Rio. How can I assist you today?
06:00
Speaker 1
it's the first time uh, yeah, [silence] I think I got it on Amazon. [silence] it is 32x [silence] 20M as in Maria [silence] 29A 04762 [silence] 1 [silence] and
07:00
Speaker 2
Mommy, by the way, are you trying to set up the device for the first time or it was working fine before? Are you just recently purchased a device. Um, where did you purchase the device? Okay. Set up a new device. May I know what's the serial number for your lengthest device please? How many total links devices do you have? Okay.
07:00
Speaker 1
it's green light. Okay. it's Mary M-A-R-Y and last name is M-A-M as in November Z as in zebra A-R-I. Yep. M A-N-Z-A-R-A I. M R M X C 96 at gmail.
08:00
Speaker 2
before you, Mel. Okay. before we proceed, I'm going to create first a record for you in the system. May I know your first name and last name, ma'm? [silence] I'm sorry, it's M-A-N-Z-A-R-A-I. All right. How about email address? Okay. Can you give me three minutes, ma'am? Let me just create a record for you in the system. Just three minutes. Thank you.
08:00
Speaker 1
Oh, yeah, I have to find it [silence] [silence].
10:00
Speaker 2
[KEEP_UNCERTAIN] Alright. So, Ma'am, by the way, do you still have a copy of the receipt for your device? Okay, it's okay. Right. So, Maam, by the way, just to set proper expectation, okay, I know that you just recently purchased the device. However, in our system, the device that you have is part of our oldest routers, meaning to say, this device is already out of warranty. Now, I believe that you still have a copy of the receipt. So, for out of warranty devices, we no longer provide free technical assistance unless you wanted to avail our paid support, that is 60 minutes troubleshooting and $15. But since you just recently purchased the device, all you need to do, Ma'am, is to send us a copy of the receipt, so we can update the warranty period of your device. So, I don't So right now, I've sent you an email. and later on, you can uh, send or attach the copy of the receipt because if by chance that you cannot attach the copy of the receipt, when you call us back here again, asking for an assistance, we might uh, not be able to provide you assistance for free, okay? So, right now, mom, for for the device that you have there, just to set proper expectation, if you're going to set up your router, unfortunately, the Linksys app is not available anymore. So, Linksys app, the purpose for the app now is just for uh, tracking if there are updates of your firmware or changing the Wi-Fi name and Wi-Fi password. However, for setting it up for the first time, it's not applicable anymore because uh, Linksys app now is not reliable.
10:00
Speaker 1
Okay, I'm on my phone, but it changed the name, it already changed the name of the Wi-Fi when I did it in the app. It's Clyde, C. L y d E dash f, i.
12:00
Speaker 2
So if you want to set up the device ma'am, first thing to do is to connect your computer to, computer or a laptop, to the Linksys Wifi, the default Wifi name. Are you connected to that Wifi name? So, what's, uh, what's the Wifi name now? Okay, okay. Uh, so that's the... So, since your phone is the one that you're using to, uh, you're using right now, can you try to open a browser? Because, you, since, as I've mentioned, you can only log, you can only set up it using the Linksys website. Can you try to open, oh.
12:00
Speaker 1
I can try. Okay, so what do I, what's the website? Okay. I did try this yesterday, and it's saying it doesn't support the browser. Yes, I'll try that.
13:00
Speaker 2
Open a web browser. For the website, ma'am, you try to put the default IP address. That would be one, nine, two, one, six, eight, one, six, eight, the one dot one. If that's the case, then you need to change your browser, or you can try your computer. Do you have a computer or a laptop?
13:00
Speaker 1
[silence]
14:00
Speaker 2
So try to try to connect first, ma'am, your computer to the link seitdem Wi-Fi.
14:00
Speaker 1
Does it matter if it's the regular one or if it says guess? Yes. Okay. All right.
15:00
Speaker 2
It should be the regulatory one, ma'am, not the guess.
15:00
Speaker 1
Okay, it's connected. Yep. Okay, I'm there. It's asking for the router password.
16:00
Speaker 2
Okay. All right. Um, can you try again ma'am? Open the browser. And then the same IP address. Alright. Can you tell me what does it shows in the page now?
16:00
Speaker 1
I can try. I don't know if it's gonna accept it. Nope. It's saying it's the wrong password. And then when I try to type in the original password, it doesn't take that either. Yeah. It doesn't take it. Yep, it says invalid password. [silence]
17:00
Speaker 2
Okay. Can you try to put the router password, since you've mentioned you've already changed the router password multiple times? Like, what's the error showing? Can you try to put admin? Like, does it show in valid password, wrong password? Okay. Um, can you try to reset the Linux router, ma'am? You hold and press the reset button for 20 seconds, okay.
17:00
Speaker 1
I need something to press the button with. Okay, I pressed it. It's still blinking. Yep.
18:00
Speaker 2
so we can create a new router password because without a router password we cannot log into the Linksys web web interface. Uh-huh, there you go. Uh-huh, you press it, you hold and press it for 20 seconds, correct?
18:00
Speaker 1
Okay. How will I know when it's back up? Okay. [silence]
19:00
Speaker 2
All right. So, let's wait for the device to fully reboot and then we're gonna try to login again using the default router password. Oh, I give it at least two minutes.
19:00