V2 Rubric Detail — 742ffcbe-7709-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 18:03
Duration
7m 46s
Contact
Olivia Ester
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00077794
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: access password

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.25/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall53.1% (-2.9)

V2 Grader Summary

The agent failed to diagnose the router model and provided technically inaccurate information by claiming the device had no default password and that a reset was the only option. This contradicts KB documentation regarding default passwords for SPNM/LN series and the existence of a five-digit recovery key. Consequently, the customer's need for the Wi-Fi password remained unresolved.

V1 Case Analysis

Customer requested Wi-Fi password for older Linksys router. Advised factory reset or web UI access via IP. No model/serial collected. Agent incorrectly stated no default password exists. Customer will attempt steps and call back if needed.

Troubleshooting Steps
  • Advised checking the router label for a default password.
  • Suggested performing a factory reset to restore default settings.
  • Guided customer to access router web interface via IP address (http://192.168.1.1) to view Wi-Fi password.
Key Observations
  • Agent failed to collect router model or serial number, a protocol miss for troubleshooting (PROTOCOL).
  • Agent provided incorrect technical information: many older Linksys routers (EA/E series) do have a default admin password of 'admin' — stating otherwise is inaccurate (ACCURACY).
  • Agent did not verify whether the customer could access http://192.168.1.1 or retrieve the Wi-Fi password (RESOLUTION).
  • No empathy or reassurance provided despite customer frustration (COMMUNICATION).
  • Provided two actionable paths (reset and web UI), keeping the call focused (EFFICIENCY).
Positive Highlights
  • Offered two clear methods (factory reset and web UI access) to obtain the Wi-Fi password (EFFICIENCY).
  • Correctly identified http://192.168.1.1 as the local access URL for most older models (ACCURACY).
  • Kept the call concise without unnecessary hold time or looping (EFFICIENCY).
Agent Errors / Gaps
  • Missing product model and serial number collection — required for accurate troubleshooting (PROTOCOL).
  • Incorrectly stated that the router has no default password — many older models (EA/E series) use 'admin' as default (ACCURACY).
  • Did not confirm whether the customer could access the router’s web UI or retrieve the Wi-Fi password (RESOLUTION).
  • Failed to acknowledge customer frustration or provide reassurance (COMMUNICATION).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still needed the Wi-Fi password to set up a doorbell cam; agent did not retrieve or reveal it, and customer ended call to try steps independently without confirmation of success.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested accessing web interface via IP address and mentioned reset, but skipped key diagnostics like asking if customer had ever logged in before, knew recovery key, or had a connected device to view current settings.
R3 Partially Met Correct resolution path conf 85%
Agent recommended factory reset but failed to determine router model or check eligibility for non-destructive recovery (e.g., five-digit key), which applies to older Linksys models like SPNM60/LN1600 series.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No structured diagnostic process: agent did not ask about model number, prior admin access, firmware version, or recovery key; jumped straight to reset without narrowing root cause.
T2 Met Appropriate tools / resources used conf 85%
Issue required knowledge-based guidance (IP login, reset procedure); agent used correct KB-backed steps without over-relying on unnecessary tools.
T3 Not Met No misinformation conf 95%
Agent claimed model 'doesn't have a default password' and that reset is the only way, contradicting KB which states SPNM60/62/LN1600 series use Wi-Fi password as default admin password and support five-digit recovery key.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations early, maintained conversational flow, acknowledged customer input, and guided interaction to close without losing control.
C2 Met Confirmed understanding conf 85%
Used accessible language, avoided jargon, addressed customer respectfully as 'ma’am', and confirmed understanding through verbal cues ('mhm', 'yes, ma’am').
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case end-to-end, did not transfer, and provided actionable steps without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 80%
Agent gave next steps (reset, access web UI) but did not specify what would happen after login, how to find password, or offer follow-up support — leaving customer to self-resolve.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact with no handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — standard password retrieval issue within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent remained polite but did not acknowledge customer’s expressed frustration ('since last night', 'no one's willing to help me') with empathy or apology — missed opportunity for emotional validation.
X2 Met Tone & rapport conf 85%
Matched customer’s pace, used affirmations, and maintained supportive tone; customer stayed engaged and ended call cooperatively.
X3 Partially Met Overall experience conf 85%
Agent suggested using computer/browser and performing factory reset — both increase customer effort — but did provide correct IP address path which could avoid reset if admin access were possible.
Call Transcript16 turns · 16 lines
Speaker 1
Yes. I have been literally, since last night, trying to figure out how to get my passcode. Um, because I'm trying to install a doorbell cam. And I need the passcode to my Wi-Fi. [silence] Um, yes, I have been literally, since last night, trying to figure out how to get my passcode. Um, because I'm trying to install a doorbell cam. And I need the passcode to my Wi-Fi.
00:00
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. 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. Hi, thank you for calling. Linksys Technical Support. My name is Dylan. How can I help you today?
00:00
Speaker 1
but, uh, so, I went and, I did, oh, the whole, like, where they, y'all send the link on the internet, and I clicked on that. I tried to follow that. um, and now I'm on the Linksys smart app. um, and, it's, I got to a certain, I registered and got on there, and I got to a certain place, and it says, oops, tech, you have to call us. So, I, need help. I've got to find this password, but, I mean, it's an older Linksys box, and I don't, I mean, no one's willing to help me. Yes.
01:00
Speaker 2
all right, ma'am. Just to set your expectation, um, based here on the record that I was able to pull up, I'm speaking with Miss Olivia Esther. All right. So just to set your expectation, ma'am, your router is actually one of our first line support focuses.
01:00
Speaker 1
Well, I get internet on it. I work, I know that you can't help me with that, but can you please tell me how to get my password? That's all I want. The router works wonderfully. No, no, there's not. I think I just did that. Like, unplugged it.
02:00
Speaker 2
routers. Like, it is indeed an old model and this device is already part of of our, yeah. The password actually is not, uh, for this model. There's actually like, ah default password underneath the device. Have you tried checking it? Okay. um, cuz this specific model actually doesn't have a default password. So if you have forgotten the password, you really need to reset the router back to its default settings and set it up again.
02:00
Speaker 1
And plug it back in, even then, how would I find the passcode? Okay, I think I already did that, that's why, but I forgot it, so I need to find out, uh-huh,
03:00
Speaker 2
No, ma'am. That's power cycle. Like a reset, like a hard reset, you know, resetting it back to its default settings. Like pressing and holding. Um, this doesn't have a password. So you would be able to connect to the wi-fi right away. But you need to set it up first. So, once you connect it, after you reset the router, you need to connect to the wi-fi and then it will route you to a wizard setup where you're going to set up your own wi-fi password. Mm. There's no, there's no way to actually
03:00
Speaker 1
how [silence] uh-huh [silence] my phone
04:00
Speaker 2
check the Wi-Fi password, I think that your last option will be, I mean, your other option would be accessing the web interface for this specific model. So for you to do that you just have to go to a browser, open a browser, and then type in the IP address of the router, then you're going to be routed to the web interface and that's where you're going to be able to find the option of uh you know um checking your Wi-Fi password. If uh if you have a device that is already connected to the router like your laptop or
04:00
Speaker 1
I don't have a computer or I only have a phone. Um, well, I got an email saying that it says Linksys support and it and it says how to access, huh? Okay. So, I clicked it. And then it it just says launch a web browser and and and then put in the IP address.
05:00
Speaker 2
I see. I will be suggesting a lot. Yeah I think yeah yeah yeah I was actually checking your record here and I found that email that was sent to you that's uh where you're going to and then
05:00
Speaker 1
And. That's it. Let me try that. So, it has, it gave me the default address. So that's the the default IP address, that is what I need to put in there, right? Okay. I'm going to try this, if you don't mind. Okay. So, I have my router here on on here and it says login administration. So, do I click that? Okay. And it says login or administration. So, do I push login? Okay. I put
06:00
Speaker 2
Entry. yeah. mhm. Yes, ma'am. You put it on the address bar. all right. mhm. Mhm. Log in. Mhm.
06:00
Speaker 1
s that, And then it says connecting to, Okay. Okay, I'm going to read through this and try this. Um, I'll call back if I need more assistance. Thank you. Bye-bye. Mm-hmm. Oh, okay, Thank you.
07:00
Speaker 2
Mm-mm. All right. No problem, ma'am. All right. Bye for now. Thank you for calling Linksys. All right. Take care. [silence] Hello, ma'am. You may now release the call.
07:00