V2 Rubric Detail — 8a51abcc-7fcf-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 22:01
Duration
47m 21s
Contact
818-429-0247
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00085710
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7500_Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution3.12/5
Technical3.44/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall58.3% (+14.3)

V2 Grader Summary

The agent partially resolved the customer's security concern by guiding them to change the Wi-Fi password on an MR7500, using technically accurate instructions per KB. However, troubleshooting lacked full verification of connectivity and device status, and communication control was inconsistent despite adaptive pacing. No critical failures (abandonment, discourtesy, etc.) occurred, and the outcome represents meaningful progress though not full resolution.

V1 Case Analysis

Customer requested admin password change on MR7500 due to suspected unauthorized access. Agent provided access URLs and default 'admin' credentials but incorrectly directed efforts to Wi-Fi password changes instead of admin password recovery. Issue remains unresolved with no confirmation of admin password security.

Troubleshooting Steps
  • Confirmed device model as MR7500
  • Provided local access URLs (192.168.1.1 and myrouter.local)
  • Advised using default admin password 'admin'
  • Guided customer through Wi-Fi password change
  • Sent email with access instructions
Key Observations
  • Agent consistently confused Wi-Fi password changes with admin password security requirements
  • Failed to verify if customer had previously changed the default 'admin' password or provide recovery options when login failed
  • Call ended without confirming admin interface access or completing the requested admin password change
  • Customer experienced connectivity issues after Wi-Fi password change but these were resolved; core issue remained unaddressed
Positive Highlights
  • Correctly identified customer's device as MR7500 Velop model
  • Provided accurate local access URLs (192.168.1.1 and myrouter.local)
  • Advised using correct default admin password 'admin' for MR7500
  • Sent follow-up email with written access instructions
Agent Errors / Gaps
  • Did not distinguish between Wi-Fi password and router admin password throughout the call
  • Failed to offer recovery method (factory reset/Recovery Key) when customer could not access admin interface
  • Did not confirm successful admin password change or secure access to router settings
  • Ended call without establishing concrete next steps despite unresolved security concern

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Customer eventually reconnects devices after correcting password entry error, and agent confirms security purpose was achieved: 'So since we just changed the router, with the Wi-Fi password, so it should be safe.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guides customer through accessing router via http://192.168.1.1 and changing Wi-Fi password, but does not verify connectivity before or after change or confirm devices are on correct network.
R3 Met Correct resolution path conf 90%
Agent correctly identifies customer's security concern about unauthorized access and recommends changing the Wi-Fi password as a valid best-effort action for security, with no warranty/product status misalignment.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identifies symptom (unauthorized access concern), confirms device model (MR7500), and determines need to change Wi-Fi password — but does not confirm whether devices were on correct network or obtain current admin password before proceeding.
T2 Partially Met Appropriate tools / resources used conf 82%
Agent sends an email with instructions (appropriate tool use given customer's difficulty navigating URLs), but does not attempt remote diagnostics or verify customer's actual browser/state, which could have clarified confusion.
T3 Met No misinformation conf 95%
Agent correctly directs to http://192.168.1.1 and http://myrouter.local. For the MR7500, the default admin password is 'admin' per KB, making the advice technically accurate for this model.
Communication
C1 Partially Met Clear & professional language conf 84%
Agent maintains basic control by directing steps and transitions despite silences; frames purpose of password change for security, but fails to set clear expectations early or manage confusion effectively (e.g., long silences, abrupt holds).
C2 Partially Met Confirmed understanding conf 81%
Agent uses simple terms like 'type 192.168.1.1' and repeats instructions, adapting somewhat to customer confusion, but does not consistently confirm understanding or simplify concepts like admin vs. Wi-Fi password early.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent owns the case end-to-end, updates customer email, sends guidance, and follows through on support — but relies on customer to execute all steps without verification, limiting active ownership.
O2 Partially Met Proactive follow-through conf 83%
Agent sets next step (email with instructions) and confirms customer received it, but does not specify timeline for follow-up or offer callback; resolution depends entirely on customer action.
O3 Not Applicable Closure confirmation conf 100%
No prior contact or handoff observed; this appears to be first interaction with no case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within agent’s scope and partially resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledges customer’s concern about hackers and explains security rationale, showing situational empathy — but does not explicitly validate frustration or repeated effort (e.g., no acknowledgment of customer’s repeated confusion).
X2 Partially Met Tone & rapport conf 82%
Agent adjusts pacing by repeating instructions and simplifying URL entry, but continues scripted prompts during customer distress (e.g., 'Did you take a picture?') without fully matching emotional state or engagement needs.
X3 Partially Met Overall experience conf 80%
Agent reduces effort by sending email with links/instructions, avoiding repeated verbal dictation — but customer still struggles with basic steps and repeats issues due to unclear guidance (e.g., missing letter in password).
Call Transcript70 turns · 79 lines
Speaker 1
Yes. I was wondering if, if it is possible that I can change my way my water my password my Listics water password. I would
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready. And stay on the line for assistance. [silence] Hi, thank you for calling Linksys Technical Support. My name is Ellie. How can I help you? Uh what password are we talking about for this one? Are we talking about the router password when you access the settings of your router or a password that you use to connect a device to your network? [silence]
00:00
Speaker 1
Oh, because I don't know, it seems to... Yes, because that's what I'm saying. I needed help to change the the password for the router. So, that's basically what I need. Okay, there is a a Wi-Fi password a on the on the router here. But you said there is another one?
01:00
Speaker 2
Okay just to change the password, like are we talking about the Wi-fi password? Yes. Yes there is a router password... I mean there is an admin password and there is a Wi-fi password. Oh the Wi-fi password we've changed it last time, so is there a problem? Okay, I'll let you know in the next minute or so if I was able to change it. Let me use.
01:00
Speaker 1
Oh, and then then it's got to be probably the it probably it's got to be the acne. Doesn't make puzzle, right? Well. Okay.
02:00
Speaker 2
So which password are we working on today? like are Okay. Regarding with the app, if you're talking about the password that you use to log in on the app, well, just to set a proper expectation for that one, the app may no longer work. So if you want to make some changes especially with the settings of your router, what you need to do is to access it on the web browser. Yeah. So you need and let's say a tablet, an iPad or a laptop or a desktop to do the changes that you need since. And also because all of the features or all of the settings
02:00
Speaker 1
Yeah, because I, I don't know what, it's, it's, it's, it's, it's, I don't know, for some reason we're having problems here in the system that somebody has been uh, they've been trying to access the system from other places that we don't know. And then uh, uh, this is, actually, this is the channel store uh, the companies uh, was recommend like to change the, you know, the password for the, for the, no, I don't know if it is the internet password or the password. We use mostly uh, uh, Wi-Fi here. We using the Linksys router.
03:00
Speaker 2
I'm in on the app. I'm in on the website. Because there are some features that are available on the only on the website and not available on the app. So. I I got it. So, by the way, which password are you trying to change earlier by the way? [silence] Yes. [silence]
03:00
Speaker 1
Okay, I think it should be like the, you know, the hackers, how the the hackers attack our our system here through the internet, you know, if that's, that's using the that that's the problem that is here. Yeah, but, you know, if somebody somebody is be making changes in our system. [silence]
04:00
Speaker 2
Yes. Uh, who is this? I'm actually talking to your manager. Did you receive an? Um, an email or a text or a form of tax message or any random messages from somebody regarding with this one?
04:00
Speaker 1
And unauthorized changes, and then it was not, it was not like the, the company that, that, that was doing that. So it's so, it's someone that was doing it here, and they, because this is a general store. But this is like uh, how about uh, you know, especially here in my location. They did already actually, they did already, and uh, now they accessed my system. But it's gotta be, I don't know if it's through the, a, it's gotta be like uh, through the internet things, right? Through the internet. So I don't know if that has something to do with the, with uh, with the router or the, or uh, yes.
05:00
Speaker 2
Somebody is trying to make us some changes. on your Ralph. Okay. Are you with a router right now, sir? Okay. Can you confirm, do you have any available laptop or an iPad that we can connect to your router? [silence]
05:00
Speaker 1
I'm in Google, and I don't know, and I check in support or linked support. Uh-huh. Hold on. One, nine, two zero seven eight. Okay. Okay, okay, present already. This is logging admin. [silence]
07:00
Speaker 2
I'm sorry? Ah, yeah. You are on Google. And then on the URL bar, or... on the... or on the search bar, the topmost search bar of the Google, type in 192.168.1.1. Yeah. And then just press enter or return from your keyboard. Okay, login admin like are you on the Linksys website or are you on a different website?
07:00
Speaker 1
How many links will work, Chad? Let me see. To access admin panel that are in the other bar of your web browser, click on the button below. No key, right, or just adding? Okay. Let me just go back to. Yeah. This is what one nine two, that I'm in Google search.
08:00
Speaker 2
[silence] Okay. It's asking for an admin password. Uh- [silence] Did [silence] I mean, is it now asking for an admin password? Sir? [silence] Uh did you used [silence] Uh yeah, uh I I mean Sir Eddie, did you use the top most search bar? where you can see, let's say, for example, YouTube.com or www.youtube.com. not the search bar at the center, but on the top most search bar. [silence] Uh no, you should not be in the Google search. you must be on the [silence]
08:00
Speaker 1
OK, now. OK. say OK. You are, OK. It says search or type your, uh, that one. [silence] Yeah. [silence] Yeah, it's facing left, basically. [silence] Search or type A. [silence] It only [silence] it only says search or type [silence] your you're you're [silence] 1. [silence] 1.8. [silence] 1.2. [silence] 1.2. [silence] 1.2 that [silence] 16a. [silence]
09:00
Speaker 2
Browser screen, you have an arrow that is facing left and right, correct? Okay. Okay, then there should be a white space where you can type in or you can see Google.com or the. Okay. It should be there, like in the type a URL, so tap that search option and then put in the 192.168 dot 1 dot 1 on that search bar, where you can see type a URL. 168.
10:00
Speaker 1
That one. Okay. Okay. And then you want to, uh, I know, it opens, uh, like a, uh, 192.168 that one, that one, login admin. It says, uh, login admin. Hold on. That to access page, uh, uh, uh, into your web browser, address bar, or click on the link below, login, or admin. It's a wired network.
11:00
Speaker 2
Okay, uh, uh, give me one second, sir. It's asking you to log in admin. So, okay, is is it now asking you for an admin password? Like, do you have the option to put in an admin password?
11:00
Speaker 1
okay, see, okay, what about, what about, is it a, a water configuration center? No, I don't know, okay, which one, yes.
12:00
Speaker 2
I think you're not on the right page, sir. [silence] GPS configuration center. [silence] Um, but do you have the options isn't put an password? [silence] How about with this one, sir? Okay. Instead of the [ 192], can you try used the uh, this link instead? [silence] Uh, I'll dictator. Just let me know once you're ready. [silence] Okay. Still on the URL bar wherein you can see the type a URL. [silence] Put this information that HTPP [silence]
12:00
Speaker 1
HTTP. Huh? [silence] Okay. It says HTTPS, right? Yes, only HTML.
13:00
Speaker 2
Yeah. Hector Tango Tango Peter colon. Yeah, that should be http colon forward slash forward slash. No, without an S. Only http, it should be without an S. So only Hector Tango Tango Peter and then the character colon and then forward slash forward
13:00
Speaker 1
this is a little complicated to get down. Is the H O. OK. You're talking about the grid that I have. Let's see.
14:00
Speaker 2
how about with this one, sir okay uh i'll be sending you an email with uh how you can access the router's settings just give me one moment okay What you have is the, um, 7500, right? Yes, the router that you have. The one that you have is the, um, hydro 6 e, m r 7500, correct?
14:00
Speaker 1
Is this, is this Mr. Morto? Number, Mr. 7500? Yes. [silence] [silence] [silence] [silence]
15:00
Speaker 2
Yes. Yes. That's the one. Okay. So just give me one moment. I'll be sending you some email.
15:00
Speaker 1
No, I haven't got no email here. No. No, that's not, that's not, that's not the email. No, it's, it's - As in Franklin, B as in boy. That - Grey mailing gmail.com.
16:00
Speaker 2
Okay, I just sent you an email Eddie, can you check if you received it already? uh, what do you have? Is it Eddie.P.mentell at hotmail.com? uh, can you give me your active email address please? greatmal996@gmail.com.
16:00
Speaker 1
[silence] Are you updated? [silence] Are you a [silence] emerge? [silence] tighter in the system was [silence] the one that you have to strong that's [silence] right [silence] one [silence]
17:00
Speaker 2
greatermal at gMail.com. Let me just update the email that we have on file. I'm sorry. Yeah, that's actually what I'm doing right now. I'm updating the email that we have on file. So from Eddie Pimentel at hotmail.com, I updated it to FB. [silence]
17:00
Speaker 1
[silence] Okay, I got it. It leaves it here. Got it. Mm-hmm. Mm-hmm.
18:00
Speaker 2
.greatmall@gmail.com. And then after this, I'll be sending you the email again. Try to check if you received already. Okay. So there are two links on that email. And there is also an instruction and have Yeah. Yeah. the http colon forward slash forward slash my router dot local.
18:00
Speaker 1
It opens, it opened the link already and says it's allowed and, and now, yeah it's a, he said my address local, that local, it says it says it says it says a, what it says over here, just continue to link to, to essential smart website, and then it's asking for access router, access router.
20:00
Speaker 2
So, let me know if you are or you will be routed to the page where you can type in the admin password. Okay? Is it now asking you to enter the router password? Yes. Tap on that one, sir. Continue to link to Linksys Smart Wi-Fi. Tap that option. Okay. Access router. Now, it is now really asking for a router password. Now, do you remember changing this one? OK, try to use the word "Admin" sir all small letters and then just the word Admin. So, are you already in where you can see all the links to smart Wi-Fi tools? OK, so you're already in. So, you did not change the admin password. So, the admin password is still the same. So, do you remember, customizing the Wi-Fi password before? So, basically, it should be carrying the old password that you customized. Pause please.
20:00
Speaker 1
The only, well you said what, the the the web hotspot, you said one that is underneath that the bar. That that's, yep. That's the one that is working here, that's the only one that works, No, what if I say, what if I say, what if, [silence]
22:00
Speaker 2
check the default Wi-Fi password of your MR7500, correct? Correct the one that is on underneath the router. that's the only one that works because you didn't mean we did not make any changes on the router password before. Now, since you did mention that you received an email or a message coming from someone that someone did make some changes on the router settings of your MR7500. Now let's go to Wi-Fi Settings and check if there is some changes. Um, on the left side of your screen, locate the router. Yeah, tap on Wi-Fi Setting.
22:00
Speaker 1
okay? and then, this is what yeah. yeah. yeah. yeah. I had the same one. hmm
23:00
Speaker 2
Can you see now the Wi-Fi name that you have? Okay. Can you see the Wi-Fi password as well? Okay. Can you tap on the I icon, so that it will show up your Wi-Fi password? Okay, so do you still have the same Wi-Fi password? Okay. So for the security of the router, sir. Um is it okay if we change or if you change the router password? I mean, if you change the Wi-Fi password? So, but before we do that, one sir, just to give you heads up. If we change the Wi-Fi password, all connected devices might may or may not be disconnected.
23:00
Speaker 1
[DOWNWEIGHT] Okay, okay. So what should I do after I change it? Uh, just to, uh, you to we connect everything again? Okay, okay, okay, you, got you. You want me to change it? Uh, uh, uh, should I change you? You're You want to change it for me? Okay. Okay. Okay. Okay. [silence] Okay.
24:00
Speaker 2
Yeah, connect everything back to your network after you change the Wi-Fi password. I know you are only the one who can change the Wi-Fi password, sir, because Lenovo technicians we actually don't have any access of your router.
24:00
Speaker 1
Huh. Apply okay. That. I have a confusion that number that is there is after though and the Wi-Fi is that is a is a zero or
25:00
Speaker 2
[ silence ] So once you're done, sir, changing it, don't forget to click on apply. zero. Yeah, hit an apply. Please remember that new Wi-Fi password, okay? So did you take down notes? Of that new Wi-Fi password or is it much our. How about I take a picture of that just to make sure that you have a backup copy. Okay. Yeah, hit an apply.
25:00
Speaker 1
Oh, I see. A duplex duplex server yeah, okay. Okay. A hyper hyper hyper hyper shoot shoot shoot hypervisor yeah. You said it's a, it's a router not found. You are not connecting, you're not connected to your router. What is it? Okay, let me just... okay. Okay,
27:00
Speaker 2
Okay it's an iPad so can you double check is it still connected? Yes as I mentioned earlier all devices might be disconnected to your network so you need to reconnect it back because you just change the Wi-Fi password. So can you reconnect the iPad?
28:00
Speaker 1
I'm trying to reconnect the system again but uh now exactly for the password you're sending okay very good okay very good connecting are you going home some information changed since the last time you connected we need additional information to complete the Yeah, so hmm. Yes, let me just try to connect to the devil. All right. First we're going to
29:00
Speaker 2
the reason why we change the Wi-Fi passwords for Eddie is because to make sure that if someone is really trying to mess up your network, at least right now, they cannot do it since they are not connected, your network, and the only one who now know how to access, the router settings is you, so just, if you need to access again, the router settings, just follow the steps from the email that I just sent you earlier, so that you have the guide on how to do it, okay?
30:00
Speaker 1
it not doing it now with the password that changed maybe The password supposed to much right in both line maybe hold on hold on What happened what happened it missed Okay Oh yeah okay I think I think I didn't I I didn't change the password properly Yo Y-yes yeah I had the copy but the thing the thing is was
31:00
Speaker 2
You have a copy of your password, right? Yeah, but do you have the copy?
31:00
Speaker 1
I was supposed to match and I didn't, I missed a letter when I had the Wi-Fi password and I miss, I miss a letter. Can I can I retry it again to to to change it? Oh. Oh. The yeah. Yeah, I took a picture of the series. It says I didn't notice that in one part, in one part it says that it's missing a letter. Okay, that's the past, the current that I have? Okay. The one that I had. Let me see.
32:00
Speaker 2
You need to reconnect first the iPad to the network before you can access again the router settings. That's actually how it works. So, if you still have the password that you set up earlier, then there should be no problem. Did you take a picture of it? [silence] No, it's okay. Just use the current password that you set up. Yeah, the one that you...
32:00
Speaker 1
[ silence ] Hello. Cube? Hello? Hello? Yes? Hello? Hello? Yes?
33:00
Speaker 2
Duh. It's missing. A letter. not a problem. It should be working.
33:00
Speaker 1
[silence] No, it's not connected. Nothing is connecting now.
34:00
Speaker 2
So the iPad, is it now connected back to the network? Just to make sure. Sir, did you take a picture earlier of the new password that you set up, though it's missing a letter? [silence]
34:00
Speaker 1
How has your morning been? I'm much humbled. [silence] Is there some information changes since the last time you connected we need additional to complete the connection what easy hold on you see no just asking just network requirement it's going network requirement da di da da let me see if it when let me check when it asks for the password again [silence]
36:00
Speaker 2
So what, well, maybe it's actually about the security of your iPad, sir. Can you try connecting other devices instead of your iPad? Do you have any other available devices there? It might be the security of your iPad. Or do you have other options? When that notification pop up, what are the option that it's giving you? Is it asking for a for a PIN? Or a security PIN?
37:00
Speaker 1
Yeah, yes I'm here but the thing I'm it's not connecting now I don't know what happened. Yeah, it's okay But still still like let me see. What I don't know. Which one? Yeah. Yeah, in one part in one part it says one letter and another part in another one I don't know what let me see. Okay.
39:00
Speaker 2
hello sir. so uh sir question. did you take a picture of the new password that you created earlier? Okay. and you mentioned. and you mentioned earlier that the new password that you created is missing a letter. right? so, can you. yeah. it's okay. but try to make sure that you use the password that is on the picture when you are trying to connect a device.
39:00
Speaker 1
[vocalization] Yeah. Well that's what I'm doing, those in say there. Yeah, I had I have the I have the computer here. I'm typing and doesn't take either. Let me see. Let me see.
40:00
Speaker 2
If you are going to use the original password, that you supposedly have, of course it will not work because what you enter earlier was missing a letter. So use the password that you can see on the picture that you took earlier, so that you can connect the device and then we can then recreate a new password. [silence] Aside from the iPad sir, do you have any other available device that we can use? Okay. [silence] Okay.
40:00
Speaker 1
Okay. I already got it. I got it. Hello? I already connect it, yeah. And the computer. Should I go to the iPad now? Okay, okay, okay, okay, okay, yeah, okay.
41:00
Speaker 2
[silence] Yeah, so you're already connected. So in which device are you connected right now? Is it on the IPad or on the computer? Okay, and the computer. Now. [silence] Yeah, try connecting the IPad as well.
41:00
Speaker 1
Okay, it's connected now. That's not... It should... It should be Cheney or you say... Mr. Kai. Hmm? Hmm. Hmm. Hmm. Hmm. [silence]
44:00
Speaker 2
Okay, so it's connected. So there should be no problem at all. So do you still want to customize or change the wifi name? and how it should be. You can, it's okay, sir. You can keep the new wifi password, the one that you created. um earlier. So the reason why we changed your wifi password is because of the notification that you received. So this is for you the security of your wifi connection. So there should be no problem. So regarding with the other devices that you have, you just need to reconnect them back using the new wifi password.
44:00
Speaker 1
Okay, okay, okay. Okay, basically, Hmm? I mean, we already did whatever, whatever, you know. Whatever we need to do. I mean, Yeah. Yeah, Yeah, Yeah, some somebody was, somebody was logging into the system, logging into the system and making changes and things in the system. You know, on in the computer, over here in the system, the computer. So, that's through the internet, right?
45:00
Speaker 2
Wi-Fi password, okay? So would there be maybe anything else that I can help? Yes. So cuz the main reason of your call was about the email or the message that you received that someone is trying to mess up, you know, your router. But, uh, what system, sir? Like is it about the links, the system? No, sir. Because if you're talking about your computer, it should be a different matter.
45:00
Speaker 1
d
46:00
Speaker 2
Because the router settings is actually on a different matter, but for this case, who is the manufacturer of your computer, sir? Like what brand of computer is this one? Because I can, I mean, we can only help you if it is regarding with the Wi-Fi connection or someone is trying to mess up with your Wi-Fi or with the router, but if we are talking about your computer, so you need to contact the manufacturer. So since we just changed the router, with the Wi-Fi password, so it should be safe. But regarding with the computer system, you need to contact the manufacturer of your computer. Oh, yeah. Thank you so much as well, [sir]. so would there be anything else? Yes, have a good one.
46:00