V2 Rubric Detail — 6d55ba7c-697c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 12:10
Duration
13m 29s
Contact
+447443521219
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall69.0% (+37.0)

V2 Grader Summary

The agent resolved the customer's confusion about login methods by clarifying that the router (admin) password is separate from the email password, leading to a successful resolution. However, the agent provided materially inaccurate technical information by stating the default admin password is universally 'admin', which is false for SPNM60/62 and MBE7000 models — a critical inaccuracy per KB guidelines. This results in a downgrade of T3 to Not Met, though other indicators remain largely intact due to the conceptual nature of the issue.

V1 Case Analysis

Customer confused between router admin password and cloud account email password in Linksys app. Agent incorrectly stated default admin password is 'admin' and misrepresented identity. Partial clarification achieved but no device details collected or resolution confirmed.

Troubleshooting Steps
  • Explained that email password is for cloud account and unrelated to router admin password.
  • Incorrectly stated default admin password is 'admin'.
  • Misrepresented identity as Microsoft support engineer.
Key Observations
  • Agent incorrectly stated default admin password is 'admin' at [07:07], which contradicts KB for SPNM/LinksysNOW devices where default admin password matches Wi-Fi password on label.
  • Agent misrepresented identity as 'Microsoft support engineer' at [04:04], a serious protocol violation.
  • Agent failed to collect product model, serial number, or warranty status despite troubleshooting a device-specific issue.
  • Customer ISP mentioned as 'Community Fiber,' strongly suggesting SPNM60CF/62CF model (KB: spnm_router_setup.md).
  • Call ended without verifying successful login or confirming resolution.
Positive Highlights
  • Eventually clarified that the email password is for the cloud account and is separate from the router admin password (correct per KB).
  • Customer verbally acknowledged understanding ('I see now') after clarification.
Agent Errors / Gaps
  • Provided factually incorrect default admin password: claimed it is 'admin' when for SPNM60/62/LN1600 series it is the Wi-Fi password on the label (KB: universal_password_login.md, linksys_now_login_admin.md).
  • Misrepresented identity as a Microsoft support engineer, violating brand and protocol standards.
  • Failed to collect essential product details (model, serial, warranty) despite troubleshooting a device-specific issue.
  • Did not guide customer to verify successful login or confirm resolution.
  • Did not provide correct recovery path using the 5-digit recovery key on the router label (KB: linksys_now_login_admin.md).
  • Poor efficiency: repeated loops and confusion due to inaccurate initial guidance.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms understanding with 'I see now... thank you very much' after agent explains the distinction between router password and email login, indicating resolution of confusion.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identifies confusion between 'root' and admin password but fails to ask for model number or check label details that would confirm correct default password, skipping basic diagnostic step.
R3 Met Correct resolution path conf 90%
Agent correctly chooses education path for a conceptual misunderstanding and does not inappropriately escalate or dismiss, aligning with support options.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies symptom (confusion over login types) but does not probe device model, firmware version, or label content to determine correct default password context.
T2 Met Appropriate tools / resources used conf 95%
No tools required for this conceptual issue; agent resolves through explanation without misusing or omitting necessary tools.
T3 Not Met No misinformation conf 90%
Agent states default password is 'admin' without qualifying it depends on model and setup state — incorrect for SPNM60/62 on internet (uses WiFi password) and MBE7000 (uses label password), making this materially inaccurate.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent lacks clear framing or expectations at start; multiple silences and disorganized flow indicate weak call control, though conversation eventually resolves.
C2 Partially Met Confirmed understanding conf 80%
Agent uses simple terms but repeats 'same password' without adapting to customer's persistent confusion, failing to confirm understanding until end.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the call from start to finish, does not transfer, and follows through to customer acknowledgment.
O2 Met Proactive follow-through conf 90%
No further steps needed; issue resolved during call with no pending commitments.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offers brief 'I'm sorry' but does not acknowledge customer frustration or repeated confusion; professionalism maintained but empathy minimal.
X2 Partially Met Tone & rapport conf 75%
Agent does not adjust tone or pacing despite customer's repeated 'I don't understand'; communication remains one-size-fits-all.
X3 Met Overall experience conf 90%
Agent resolves issue without requiring customer to repeat information or perform unnecessary steps.
Call Transcript22 turns · 23 lines
Speaker 1
Oh, hello, and I I tried using the Linksys and uh but uh I don't know how how how how to use that. And uh I was unable to use that before because currently I cannot login. So first when I launched the Linksys, and it it gave me the option root password. When you say the root password, one is email, one is root password. Does that have to be put the email there?
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling me. This is G how can I help you today? it's actually an option sir if you can't log in using your email and password
00:00
Speaker 1
it's a root password okay can I ask you, is the root password, is the, it's not your web address admin password isn't it? It's the, it's the wireless password isn't it? Oh. So so root password is admin password. Why why do you call the admin password is called the root password? Router I think it's it's a white mini mini box is it's called the router isn't it? You know, I've got a two two boxes, one is a black box on
01:00
Speaker 2
one, then you'll have an option to log in using the local access, which is the router password. Yes. So that's an option, sure, how to log it in. No sir, that's the admin password sir, for the web interface. Yes. Yes, exactly sir. Yes, yes sir. It's also called a node sir.
01:00
Speaker 1
That's called the modem, isn't it? that.And the other one is a white box. That is the router, isn't it? that.And here is the root password. root password, got the root password. Why do you want me to put an admin password when they ask me to the root password?No, no, it's because for me, it's the I change them. It's not the same. I change the router's password as a root password. admin password is separate than.
02:00
Speaker 2
yes yes sir it's actually the same uh the same password sir it's actually the same thing let's uh sir the admin and the wtp password are it's actually the same pass uh the same uh access sir
02:00
Speaker 1
[silence] They asked me to to to log in as a root password. Root password, do you want me to put admin password or the root password? Uh, the community firewall isn't it then? Yeah.
03:00
Speaker 2
Okay, before I answer you that, um, I know who is your internet provider? Community fiber? Okay. Okay. For the web interface, sir, it will ask for a router password. But for the phone, if you'll be using your phone, it will ask for an admin password, but that's actually the same password, sir. That's actually the same.
03:00
Speaker 1
I don't understand [what] you mean. So my question is currently [on] the Linksys app and they're asking me for the root password. Which password I should put in? Putting into the admin password or put in the root password? It's not [the] same. It's not [the] same. [As] I told you, it's not [the] same. It's different. [As] I told you, [as] I told you, I'm trying to using the Linksys app. I'm trying to using the Linksys app. The first thing they're wanting me to login. There're two login two login. And one is the email, one is the root password. I try to [first] to do using the root password.
04:00
Speaker 2
Okay I'm Anthony Wright, I'm your Microsoft support engineer today, how are you getting along through me? [silence] Okay. [silence] yeah I believe you're trying to ask about the wi-fi password. [silence] okay, where are you trying to access the admin password, is it on the web interface? The 192 page?
04:00
Speaker 1
root password I'm asking you is the administrator the one nine two one nine that one password but why so so that so that how should be called the admin password [silence] not the [silence] root root password is not the same as wide
05:00
Speaker 2
Yes sir. yeah sir. that's the same password. what is your routers, sir? yes, I've mentioned sir. yeah, if you will access 192.168.1.1, it will ask for an admin password. but for the apps, sir, it will ask for the router password. but that's actually the same password that you have to use. yes. actually, sir, it's the user interface that is not correct. it should be entered password.
05:00
Speaker 1
What do you mean? Oh. Wireless password is for the wireless, when they say the router it's actually means that is the one nine two one nine six admin password. Okay. Okay. Okay. Okay. Okay. I I I I I tried to do that, uh just hold on. Let me let me let me let me let me let me try to do that outside. Um, I tried to do that, uh. So, the router is, is not a is not a, you know, uh the wi-fi, the box.
06:00
Speaker 2
No, sir. wireless password is for Wi-Fi. Is the password is for you to login on your app or the user interface? Yes. Okay
06:00
Speaker 1
Router is actually is on the on the internet there is it's on your 192196 or you that one what's a router so you you the white box what do you call that can be called the water? Oh can be called can be called the router or not but why why when they when they ask for the router password it's not a it's not a password on that on the on the one it is actually oh okay okay I see now I see now um and and when a loan
07:00
Speaker 2
Yes. Yes. Yes, sir. the white box can be called a router or a node, sir. A router or a node. N-O-D-E. Yes. Actually, sir, by default, sir, the password is just admin or lower case. That's by default. I'm sorry, sir. Uh-huh. I'm sorry. Uh, sir. Hello? Sir, sorry, but you're your line got caught up there. What did
07:00
Speaker 1
Okay. So when I launch the Linksys app, yeah? At the beginning, they give me a choice. You can either log in with the router password or your email with email name and with the password. So what's different? Logging. So currently, when you're using the router, when logging in, it let me go through. But when I use an email, what is the password for the email? I don't think it's my Google email password. So what's that password? It still would be the same as the router password.
09:00
Speaker 2
OK. Actually, sir, we don't have access with the email password, sir. It was you who set that up. No sir, um you surely see.
09:00
Speaker 1
oh it asks me to put my google google email name and the password for the google email because you don't ask me to log into the email why do you want me google email password to put in are you sure are you sure it when I if we are choosing the email? That's the email password not a not an admin password is email password. And they just give me a different
10:00
Speaker 2
email, sir. that's for the, I'm sorry, sir. remove. no, sir. that's not the admin password, sir. the router password is the admin password, but that email password is not. yes, sir. it's different.
10:00
Speaker 1
other way to logging isn't it that there are results is the same either using the email login or using the a looter logging. Oh, so that the email, email password, email, email password, it is, it is the password for the email. It's nothing to do with the admin password. Oh, must be. This is the first time I see this, you know that when you're logging using the email to logging. Okay, I see now. Okay. Thank you very much. yeah. let that that Okay, thank you. Bye-bye. Bye.
11:00
Speaker 2
Yes, yes, sir. Because, yeah, the reason for that one, sir, is, yes, sir. Yes. Yes, sir. The reason why it was created with options, sir, is because there are some customers that don't want to use their personal details and only want to access locally. So, that's the purpose of root their password. Okay, sir. You're welcome, sir. Buh-bye.
11:00