V2 Rubric Detail — 70eab966-64fa-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 18:30
Duration
13m 31s
Contact
Daniel Suttles
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132995
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WIFI Settings Configuration

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall58.3% (+2.3)

V2 Grader Summary

The agent correctly followed the proper recovery key reset procedure (R3, T2, T3) and demonstrated ownership (O1), but failed to confirm resolution (R1 Not Met). Communication gaps and lack of confirmation left the customer confused and frustrated, resulting in an unresolved outcome despite technically accurate guidance.

V1 Case Analysis

Customer unable to reset router admin password; agent provided recovery key steps but gave materially inaccurate guidance about SSID changes breaking 2.4 GHz connections. Customer declined further action.

Troubleshooting Steps
  • Explained need for the five-digit recovery key from the router label
  • Guided customer to enter the recovery key and set a new router password via the Linksys app
  • Provided incorrect guidance that changing the 2.4 GHz SSID would disconnect all devices and require manual reconnection
Key Observations
  • Agent never collected product model or serial number, nor confirmed the customer could access the router admin page.
  • Customer frustration was high; agent showed limited empathy and repeated confusing instructions.
  • Agent gave materially inaccurate technical advice at [10:00], falsely claiming that changing the 2.4 GHz SSID would break device connections. This directly contradicts Linksys KB guidance and is not supported for standard SSID changes.
  • The inaccurate guidance likely contributed to customer's decision to abandon troubleshooting and consider replacing the system.
  • Agent failed to validate completion of the password reset process despite customer entering the recovery key and new password.
Positive Highlights
  • Correctly identified the need for the five-digit recovery key per Linksys KB and guided the customer to locate it on the router [05:00].
  • Successfully guided the customer to the recovery key entry screen in the Linksys app and confirmed the process flow [06:00–07:00].
  • Attempted to use the app’s device list feature to help identify connected devices [09:00], which aligns with diagnostic best practices.
Agent Errors / Gaps
  • Did not verify product model/serial number or warranty status, missing key protocol steps.
  • Failed to confirm that the customer was on the correct admin interface before providing password-reset steps.
  • Provided materially inaccurate technical information: falsely claimed that changing the 2.4 GHz SSID would break device connections and require manual reconnection of all devices. This is directly contradicted by Linksys KB and is not supported for standard SSID changes.
  • Lacked empathy and clear, step-by-step guidance, leading to customer confusion and frustration.
  • Failed to validate completion of the password reset process after the customer entered the recovery key and new password, missing an opportunity to confirm resolution.
  • Mischaracterized the impact of SSID changes, creating unnecessary fear of system-wide disruption.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer states: 'I'm going to cut it off... I'll just call it a day... I'll purchase a new router' — indicating no resolution was achieved and the issue remains unresolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guides customer through recovery key reset process and asks for recovery key input, but fails to confirm successful password change or re-login, leaving troubleshooting incomplete.
R3 Met Correct resolution path conf 95%
Agent correctly advises using the recovery key method to reset the router admin password — the proper non-destructive path per KB, avoiding premature factory reset.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies confusion between Wi-Fi and router passwords and explains the difference, but does not ask diagnostic questions about device model, app state, or prior steps taken.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately uses the Linksys app interface as the tool, directing the customer to the 'reset password' screen and guiding recovery key entry — correct tool use for this scenario.
T3 Met No misinformation conf 95%
All technical information provided — distinction between router and Wi-Fi password, recovery key reset flow, device list access — is accurate and consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent lacks clear opening or agenda but maintains basic call control by guiding steps; however, multiple silences and confusion indicate lapses in managing transitions and expectations.
C2 Partially Met Confirmed understanding conf 80%
Agent uses plain language and avoids excessive jargon, but does not consistently confirm understanding or adapt messaging to the customer’s growing frustration and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remains on the call, attempts multiple recovery steps, and does not transfer or disengage — demonstrating ownership throughout the interaction.
O2 Partially Met Proactive follow-through conf 80%
Agent provides actionable next steps (enter recovery key, set new password), but does not establish a clear timeline or follow-up commitment if issues persist.
O3 Not Applicable Closure confirmation conf 100%
No prior case history is referenced or evident; this appears to be the first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this password-reset issue within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent says 'I'm sorry' and acknowledges customer frustration, showing basic empathy, but tone remains transactional and does not fully de-escalate the situation.
X2 Partially Met Tone & rapport conf 80%
Agent stays calm and continues guiding, but does not adjust pace or simplify explanations despite customer confusion and repeated disengagement.
X3 Not Met Overall experience conf 90%
Customer repeatedly asks 'where do I go?', 'what do I do?', and expresses inability to follow — indicating unnecessary effort due to unclear navigation guidance.
Call Transcript24 turns · 26 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. It did not change the Wi-Fi password. I agree with that. But you did change the router password. Hm? No. Wi-Fi password and router password totally different. Correct. You did not change anything. Like I said, I agree with that. [silence]
00:00
Speaker 2
Oh, I'm sorry. I got disconnected again. Now, I I didn't change, I didn't change the wifi password. them. All right. So, I just said I didn't. But on here, where you said that maybe I'm you know where it said 2.5 gi or wifi name says that settles home. I just put a two point lower after that. I didn't change anything. Right. All right, so if I'm looking on the screen where it says you're I'm updating my Wi-Fi settings, my Wi-Fi password is the same for the 2.4, the 5G 1 and 5G 2. okay. And I just tried when I was off the phone with you to plug in my wife's what she had this under. Oh, you know what? Hold on. Let me see that. I didn't do that right. COM L tmp us@ gmail.com. All right, and the password, she has it here is A U T U 21 with an exclamation mark.
00:00
Speaker 1
Just the router password. It should not ask for a username or email. Just router password. Enter the router password. Not the Wi-Fi password. It's a password you created two minutes ago. The recent password you created that you said that - can you use, the same password?
02:00
Speaker 2
Let's see if that works. Okay. No, that doesn't work either. So I don't know. What the fuck? Um, I'm sorry. Um, yeah, I I don't know. Oh, wait a minute. It says logging in with your router password lets you manage. So, should I just put the router password that's in here or what do I put in that place? It just says router password now, so put the router password in there. Is that the Wi-Fi password? Okay, let me try that here. Which one?
02:00
Speaker 1
Password. Remember that. It's after you enter the recovery key. So, you enter the recovery key. You create in your password. So what was that password you have to use that password? [silence] So, let's see if you remember this. I asked you to enter the recovery key, right?
03:00
Speaker 2
was that the thought was home i didn't create one hold on a minute let me see hey I'm sorry I lose the okay i've tried every possible password i don't know which one i created you said i created one i don't i don't see it on here. [silence]
03:00
Speaker 1
you entered the the password I mean the recovery key then you created a password after that what was that password aweless we're gonna try one more time let me help you with this we're gonna one more time that's okay but this time we're gonna we're gonna reset
04:00
Speaker 2
Yes. Well, I don't remember. I don't remember. I don't I would have wrote it down if I created a new one. I tell you what buddy, I'm going to save my $15. We're going to make sure I didn't change anything here and to the hell with it. Uh I'm I'm just frustrated. So let's just make sure this 2.4 thing up here that I'm going to change. I'm taking it off. I don't think anything changed on here. We're just going to call it a day. How's that? I really appreciate your help but I don't I can't follow what you're saying. So, my bad. All right. One more time. Go ahead.
04:00
Speaker 1
So there's option reset password. It will then ask you again for recovery key. You have to enter the recovery key. At the bottom of the main node, the main router, the main tower, get the recovery key from the bottom part. All right. It's a five numbers. Yes. What do you see on this screen?
05:00
Speaker 2
So where do I go? Yes. All right, I gotta, I got a, I got a picture of that. Hold on. Uh, I'm just, write the damn thing down here. Photos. All right, I got the recovery key. All right. Uh, that was a number, right? Seven, nine, hold on. Seven, nine, nine, three. Okay, I got that. Let me get out of here. I'm with you. I, where am I on the linksys app? Okay. All right. So now where do I go on this screen? The Wi-Fi settings.
05:00
Speaker 1
Wait. What? Oh. I think we're now on the same page. I'm still on the app. I'm thinking you're on the app right now. Are you looking at the Linksys app? Yeah, select router. Router password. Yeah, that's the one. and then enter the reset password, enter the recovery key. Now reset password first and then enter the recovery key.
06:00
Speaker 2
Yeah, it shows me the Wi-Fi settings. You know, that thing you told me to go in and change where it has the 2.4 gigahertz band, the 5.1 and the 5.2. All right, yeah, we'll go back to the app. All right, hold on. What I see now is it says [login] it has an [email]. It has router password. All right, I get that. Just enter the recovery key.
06:00
Speaker 1
yeah, enter a new password, be help you wrote it down
07:00
Speaker 2
Oh, reset password. Okay. I see that. Let me see here. Um, let me put that in there. Uh, Where's the recovery go? I'm gonna put that right here. Right here. 799-3 five. Um, All right, the account holder will be notified of this right. Okay, just continue. Yes. All right, so it says log in when connected to your home Wi-Fi works. Okay. Enter a new password, is that what I need to do there? All right, it's gotta be it. All right, yeah. It has to be ten characters, one uppercase, one lowercase, one number and one special character. Okay. Let me just put... Okay. uh I'm gonna 10 letters. So, uh E-G-H. Uh, okay, 1 2 7. Exclamation mark! 1 2 3, 4, 5, 6, 7, 8. Okay. 1 2 3 4 5 6 7 8. Okay. So I can just submit, right? All right. Getting router settings. Okay. It says it's getting router settings. Okay. [silence] Uh...
07:00
Speaker 1
You see the three lines at the top left that's the menu bar. Press that and go to devices or device list. You will see if that device is connected to 2.4 or 5 GHz. So you can check now which device connected to 2.4. No, you don't need to change anything. Our goal here is to know what are the devices connected to the 2.4 because that's your question. You don't know what are those devices. [silence] [silence] [silence]
09:00
Speaker 2
All right. It comes up with 25 devices in two modes. [silence] Yes. [silence] yeah devices. [silence] All right. [silence] All right. I got that. [silence] Ah. [silence] Yes, I do see that. [silence] [silence] and all right, so what do I do when I pick, choose them? [silence] and change it to that name? [silence] Right. [silence] now I know, I see them. [silence] And it's that easy to get to them. [silence]
09:00
Speaker 1
those are the devices will lose the connection of the two point four. Once you change the name, because they will not recognize the two point four, new name. You have to manually connect them back. You just need to go to their settings, the wifi settings, their network settings. Then, select the wifi name of the new two point four. Connect, enter the password. That's it. [silence]
10:00
Speaker 2
All right, I see him, there's one, two, three, all right, so I'm gonna lose him, and then how do I connect him back? All right, so let's just say I'm gonna pick one of these, I'm not gonna do anything, but, okay, hit this, and it comes up with, what do I do then? It combo
10:00
Speaker 1
no, you don't need to change them. you cannot do it on the Linus app, so you can only do it on the actual device like your uh, um, for example, your speaker, your camera. you need, you have to manually go to their settings and select the Wi-Fi of the 2.4. that's how you do it. and then that's it. once once connected, all good. that's going to be a big problem then because correct. So because we are not trained with third-party devices, so navigating the settings of that.
11:00
Speaker 2
you don't understand. how do I go to it? like it's what it's a basement speaker. it's a it's a gg basement speaker. Where do I find that? You say I go into that the device huh
11:00
Speaker 1
your camera it's going to be hard for us we're not trained with that we're trained with links a sprouter adjusting settings you did not change you should be good yes you can just cancel that
12:00
Speaker 2
okay yeah all right we're putting but we're funny. Okay we're going to leave things the way they are I am NOT going to go in and screw my whole system up as I want to set up another thing for an EV charger I just won't set the damn thing up and I'll purchase a new router system eventually so they don't have to go through all this and I don't have to pay $15 to realize that it's a lot more worth than just saying yeah push this button. So we're cool I didn't change anything on this thing it should be good right? We're going to cut our losses here. We got our limit we're almost there we're going to be we're going to cut it off. Make sure I didn't do anything. So if I haven't changed anything in this the Wi-Fi settings that we had talked about I should be good right? Okay. I really appreciate you. I understand and I'm not uh it's not uh
12:00
Speaker 1
Appreciate your understanding the distance about much local
13:00
Speaker 2
I, I, I, don't have to. The ability to do everything that I have to do to change these things over. It's, it's not that big of a deal then. It's really not. But I, I appreciate it. So, I didn't do any damage. I can just get out of this and call it a day and this call never happened. Thank you very much, sir.
13:00