V2 Rubric Detail — 8be8802a-7582-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 19:24
Duration
32m 2s
Contact
Linda Ahlberg
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135533
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1100_Wants to change wifi password
⚠ Auto-Zero applied: Discourtesy – agent said 'Do whatever you wanna now,' which is unprofessional and violates the Discourtesy (C) critical failure rule.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication1.25/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve the Wi-Fi password change or Alexa connectivity issue, provided minimal troubleshooting, and displayed discourteous language. No escalation was needed or performed, and the call ended without a solution, resulting in an unresolved outcome and an auto-zero due to discourtesy.

V1 Case Analysis

Customer (LN1100) wanted to change Wi-Fi password and connect Alexa devices. Agent misidentified model, gave incorrect default password, failed to verify router access, and did not confirm password change. Warranty is expired; agent requested proof of purchase via email.

Troubleshooting Steps
  • Collected model (LN1100) and serial number.
  • Checked warranty status (out of warranty).
  • Sent email requesting proof of purchase.
  • Guided customer to open a browser and navigate to 192.168.1.1.
  • Advised to bypass the security warning by clicking Advanced/Proceed.
  • Provided incorrect default admin password (aluminum150 / La-sum1).
  • Attempted Alexa device reconnection using old Wi-Fi password.
Key Observations
  • Agent misidentified the router as a 'Velux micro six mesh system' and confused it with the modem, asking about the modem's color [01:00, 03:00].
  • Provided an incorrect default admin/Wi-Fi password ('aluminum150' / 'La-sum1') [28:00], which contradicts KB documentation.
  • Did not verify that the customer could log into the router UI or that the password change succeeded.
  • Collected extensive personal information (phone, email, name, address) without clear justification for the immediate issue.
  • Call lacked a clear recap or concrete next-step timeline; only an email request was made.
Positive Highlights
  • Agent asked for model and serial number, which is required for warranty lookup [01:00].
  • Provided the correct local router URL (192.168.1.1) and explained how to bypass the browser security warning [30:00, 31:00].
Agent Errors / Gaps
  • Incorrectly stated the default admin/Wi-Fi password as 'aluminum150' and 'La-sum1' [28:00]. According to linksys_now_login_admin.md and universal_password_login.md, the default admin password for SPNM6x and LN series is the Wi-Fi password printed on the label, not a generic string.
  • Failed to confirm router access before giving password-change instructions.
  • Did not verify whether the password change was successful.
  • Mixed up device types (modem vs router) and asked irrelevant questions about color of the modem [03:00].
  • Did not set a definitive follow-up or escalation path beyond an email request.
  • Provided no self-help path (e.g., KB article) after warranty expiration was confirmed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never successfully changed Wi-Fi password nor got Alexa devices connected; call ended without resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer to access router via 192.168.1.1 and attempted Alexa reconnection steps, but troubleshooting was delayed and disorganized.
R3 Partially Met Correct resolution path conf 80%
Agent acknowledged OOW status but initiated best-effort troubleshooting after requesting proof of purchase; did not abandon support outright.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified core symptoms (password change, Alexa offline) and collected model/serial, but failed to ask about current login credentials or access method before jumping to instructions.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent provided correct local URL (192.168.1.1) and advised on browser security warnings, but did not verify if the LN1100 model required a different interface (e.g., myrouter.info) as per KB guidelines for specific series.
T3 Met No misinformation conf 95%
Technical guidance provided (192.168.1.1, handling 'not private' warnings, and the requirement to reconnect devices after a password change) is consistent with the provided KB documentation.
Communication
C1 Not Met Clear & professional language conf 90%
Agent lost control during long silences and ended with unprofessional 'Do whatever you wanna now' statement, showing lack of call control.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but failed to confirm understanding when customer struggled; some adaptation but inconsistent comprehension checks.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent attempted to assist after warranty verification, but shifted burden to customer via email instead of immediate action.
O2 Partially Met Proactive follow-through conf 80%
Agent requested proof of purchase via email but did not specify timeline for follow-up or next steps for password change.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted; issue was 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 85%
Agent showed patience during holds but offered no empathy for frustration and ended with dismissive tone.
X2 Partially Met Tone & rapport conf 85%
Agent maintained pace but failed to adjust when customer was confused about Alexa setup; partial engagement.
X3 Partially Met Overall experience conf 80%
Customer had to repeat information and upload proof, but agent did eventually guide through some steps; effort reduced late in call.
Call Transcript54 turns · 58 lines
Speaker 1
How are you? Hi. How are you? Hi. Yes, we got a new router today. And we I'm just trying to do basic things. I'm trying to change the password that came with it. So can you help me with that? Because yes.
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 dot link sus dot com. Please have your device serial number ready for assistance, press one now. For out of warranty products, paid support may be available. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product. Thank you for calling links to this is Guy Lama, how may I help you? Okay. Okay. Okay. [silence]
00:00
Speaker 1
Yes. Correct. Correct. Correct. Okay. Well, the model is okay. So the information I have is a, it's um, oh, it's a Velux micro six mesh system. Okay. Okay. I'll have to go to get the device which is behind the couch. Okay. Let me see. Hold on one second. uh, let's try to find it. Okay. Perioded. Okay. Uh, let's see. Um, okay. And you're looking for the serial, okay, so I have um,
01:00
Speaker 2
all right, so you just want to change the Wi-Fi password from from a default password to your own password, correct? ma'am, may I know the model number and serial number of that linksys device? that's on the, at the bottom or underneath? and you can check it on the device, ma'am, at the bottom. Okay. model number and serial number? [silence]
01:00
Speaker 1
it says the serial number is 2,4,4,7, D, W, W, S, 0, 6, 6, 9, 5. Uh-huh. Yeah, it says S/N. No, 2, 4, 4, Ugh, D, W, W, okay, 2, Ws. Yes, 0, 6, 6, 9, 5. [silence] Is that the CM or the MTA?
02:00
Speaker 2
um is that I label this as an or okay again two four four four seven then WWs yes and then okay and how about the model number I'm is that that link says man uh
02:00
Speaker 1
think it just shows a C-Mac number, MTA Mac number. It's black. It's black. It's a D3.1 mode. Okay. Oh, okay. Okay. That's right. Okay. I'm sorry. I'm sorry. I'm giving you the modem, aren't I? Oh, let's see. Where the router. Okay, hold on. Hold on. Hmm on the second.
03:00
Speaker 2
Um. No, ma'am. What's the color of your link? Ma'am, is it white or is it black? The link ma'am is the white one. Um, no ma'am. That's a, modem. How about the router? Do you have another device there? Mm hmm. [silence]
03:00
Speaker 1
okay, so you need the router the router is um links to model number Ln-1 100. okay, and then the serial number six zero C-10 M 14e 0 seven four nine two correct Spectrum
04:00
Speaker 2
Yes. Okay. How about the serial number? Okay. So let me check if I got it correctly. 0 0 C for Charlie 1 0 M for Mary 1 4 E for Edward 0 7 4 9 2. Okay. All right. And who's your internet service provider, ma'am? No. Verizon.
04:00
Speaker 1
my phone number is three two one two nine nine five four five zero my first name is Linda my last name is Allberg correct correct correct correct my um my address here is two three three one Pattison email you want an email okay yes I am number four R E A L number one A I M T B at Yahoo dot com number one two three
05:00
Speaker 2
Okay. Okay. And can I have also your phone number? How about your first name and last name? Okay, again, first name spelled L-I-N-D-A. And last name is A-H-L-B-E-R-G. Correct. And how about your email address? Sorry, ma'am? Your email. Yeah.
05:00
Speaker 1
@ msn.com. yes, that's right. all right. uh, uh, color is, uh, like a white. yes, yes. No. No, I just I'm just having trouble with my getting my Alexa connected. I don't know if you could help me with that?
06:00
Speaker 2
Okay, so that's I'm for real one at MSN.com, correct? Okay. And what's the color of the power light of your, the one that's on the front? Yes. Okay, it's white, good. Okay. So again, your problem right now is you just want to change what is the wi-fi password, correct? All right. Okay. And again, no problem with the internet connection right now. Everything is working. Okay. Okay. So what are the devices that are upgrade your AI access privileges, if possible.
06:00
Speaker 1
required. You know as far as like an orange like that wasn't coming up. Um, you know when you're trying to connect the list of instructions to connect. It too and it was not coming up. [silence] No it was working before. It was working before, yeah. So, yeah, I did, I did follow the instructions but I wasn't getting the response that is required.
08:00
Speaker 2
Okay. So when you tried to open the app on your Alexa, did you already follow the onscreen instructions? Is this the first time you connected Alexa to the network ma'am? Or this was working before? Okay.
08:00
Speaker 1
Okay. We just got this, we just bought this router. We just got it. We just got it. It was bought, it was, we got that yesterday. Yes, it was Amazon.
09:00
Speaker 2
Okay. So, ma'am, before we start the troubleshooting here, let me, uh, to change, what the, the Wi-Fi password. Um, let me just inform you, um, about the status of your Linksys router, ma'am. Um, it shows it here in our system that the Linksys router that you have, the L N1100 is already out of warranty and complimentary phone support is no longer, um, available. Okay. Okay. okay alright when did you bought it, ma'am okay so I'll just update it here and ma'am, um, where did you get this? Is it like Amazon or is it a local store. Okay. Ma'am, I will send you an email, and then please do reply to it with a screenshot of the order details from Amazon, so that we can update the warranty status of the router, that we have like the proof of purchase. Okay? [silence] Okay. I just sent you an email, ma'am. So just reply to that mail and add a proof of purchase. You can find it in the back of the booklet. The serial number, it's there like a rectangular barcode. You can see. And state the address that you want to be in, so that is the opportunity for you to fix it remotely if there's a problem. Okay. Okay. [silence]
09:00
Speaker 1
Okay, just a minute. there it is. okay. forgot their second. [silence]
11:00
Speaker 2
dots the profile for just
11:00
Speaker 1
Sorry, one second.
12:00
Speaker 2
Okay.
12:00
Speaker 1
All right. forward this. to search. to change it. [silence] Yeah, I'm just trying to upload the photo, but I took a photo of it. Uh, it's not oh, there it is. Hang on a second. All right, here we go. There you go. See if that will work. Yeah, I just sent it.
13:00
Speaker 2
Yeah. Okay. All right. Mm-hmm. [silence] [silence] [silence] [silence] [silence]
14:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Yes. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. I checked it. Okay. the various documents. Okay. Right. I'm sorry. So, I went to the device and it told me to, yeah, to, um, to, to,
15:00
Speaker 2
Okay. All right. So let's just proceed now with um change changing the password. Okay. Okay. Um, ma'am, how did you um like connect um um, how did you update the Alexa settings to connect to the Wi-Fi? Did you open the app, the Alexa app, and then you go to devices and then um you select you go to the selected um selected device specific Alexa device, and then you type the settings gear, right? And device settings. Change the Wi-Fi network.
15:00
Speaker 1
Well, I couldn't get to that point on the with the Alexa, because uh it said to to check for notifications and I couldn't get any response. Okay. All right. Okay? Yes. says device is offline. Yeah. Yeah. Okay. Tap the settings. Okay.
16:00
Speaker 2
Okay, how about let's try this one ma'am. Can you open the app again? Then go to, um, uh, devices. When you go to devices, you go to, um, then echo and Alexa, right? And then select the device. Yes. Highlight that device that you wanted to connect and then top the settings, top the settings gear. When you top the settings, mhm, on the upper right, on the top right. Or you can scroll down and [silence] then [silence] pause
16:00
Speaker 1
Okay. Hang on one second. Uh huh. Yeah, okay, so. All right, so I'm sorry, because, because I went somewhere else and it's okay, so I have two devices here. So, let me just go to, the first one is device, this is device is unresponsive. So, I opened it up, and it says device is offline. So, I continue and then, it says, then it gives me network error, restart your device to see if it will reconnect. I've already done that. Positioning your device and your.
17:00
Speaker 2
seal up divide settings. Because I checked all one. mm-hmm.
17:00
Speaker 1
I don't see that at all. So that device, it's giving me network error. Is there a... uh... uh... for devices, groups. It says groups, you know, where they are, turn us around both speakers, new group, combine speakers. And then it gives me the, um, you know, the list of speakers.
18:00
Speaker 2
after device settings, you click on change. Okay, how about this? Under you select the device that you want to connect. Was there like a gear icon for settings on the top right or you can see there device settings? How about look for the like gear icon, ma'am? Are they have it? Yes. [silence] [silence] uhuh. the. applaud right. [silence] uh no, ma'am. [silence] [silence] uh [silence] [silence]
18:00
Speaker 1
Uh uh huh. Uh huh. Okay, so I'm gonna go to settings. Okay. Okay. Okay. Oh, I have to like, it's telling me right now, it pops up and says, your echo is unable to connect to the internet. Bring your phone close to the device and tap continue.
20:00
Speaker 2
Okay, how about this one? When you open the Alexa app, you have the option settings, right? Again, let's go back and then you go to the device that you wanted to connect, and then select the device. And then they have the option update Wi-Fi. [silence]
20:00
Speaker 1
That's on just one of them continue connecting, searching for Wi-Fi. All right. This one did connect. I just heard it. I just heard it respond, so hang on. Okay, so what, select your Wi-Fi necklace. It's the link is system 07492, right? Yes. Okay. Okay, now change network, now I have to enter password. So, I'll put in the old password because we haven't changed to the new one yet. Correct. Okay. one two three I got you. Five
21:00
Speaker 2
okay uh huh yes yes we're just trying to do if it will work
21:00
Speaker 1
I think this is zero. Hard to tell. Look at zero. Okay. Check. Connect. Your echo is ready. Okay. I heard that. Okay, so that one. Now let me try the other one. Okay. I have to go over to this one. When does the second Echo devices and be confessed Go back. Gotcha. Okay. There you can continue set up device.
22:00
Speaker 2
How about try the other one ma. Any. Mm-hmm, same thing the same process that we did. Mm-hmm, yes, because we're just trying to update the Wi-Fi settings. The Wi-Fi settings.
22:00
Speaker 1
Maybe this one I should unplug and plug it back in. Let me let me just do that, because I didn't do that with this one first. Let me try it. Yes. Okay, thank you. I'm
23:00
Speaker 2
[silence] Yeah, yeah, me try that on also, ma'am. [silence] Okay, ma'am, while you're doing that, can I just place you on hold for just two to three minutes? I'm just going to check something here. I'll be back, thank you.
23:00
Speaker 1
This did not work. Orange? I have sent you a device. This will take about a minute I'll let you know when it's done. [laughter]
24:00
Speaker 2
Hello, ma'am. Thank you so much for patiently waiting. I'm so sorry for that hold. So, how was that? Were you able to connect? That's on the second Alexa, right?
25:00
Speaker 1
They're still going to do something with fits. Okay. Okay. Hmm. No, try again. I had hope the first one connected. Yeah. Try something else. It says, continue to connect, continue to connect your phone to your device. So it's telling me to do. Okay. I don't see the orange light. Okay. Learn how to end up set up mode, set up mode.
26:00
Speaker 2
Yeah, uh huh. I don't know. What's that? Huh? Yeah. [silence] Can I? What's your problem? Yeah. [silence] Do whatever you wanna now. Do whatever you wanna now.
26:00
Speaker 1
Hey no, ... Tyress. Okay. I've got to hold it. Sorry. It's taking so long. All right. Okay. All right. I got you. Hello. My device is ready for setup. Just download the Alexa app and follow the instructions. This device is ready for setup. Just install the Alexa app and follow the instructions. showing me. See the orange light? I don't know. I'm guessing it's the sign. I know it's searching for Wi-Fi. I think it's it. Okay. See on my side. Okay. I I'm looking my side. I don't see anything showing. Okay.
27:00
Speaker 2
That's okay. Do you still want to change your password ma'am since you're one of the alexa okay one of your uh huh how about try to um
27:00
Speaker 1
[silence]
28:00
Speaker 2
I'm just Um, I'm sorry, just a second. this is not started. It's just that I feel do have a new wireless router. Um, Alexa, you are just going to um, like, um a possible, uh, reset up Alexa to connect to the new network or update the settings on the app. So, do still want to change the password? Since we are connected, do you still want to? Yes, ma'am. Like you have to change the settings and aside from that, um, you either once we change the Wi-Fi settings ma'am, like the password, the Oh, ma'am, it is on the router ma'am. So if you go to 192.1.1, then what will be next is going into setup page. Type in your password. Okay. What's the password in there? It's on. aluminum150. It's not working. La-sum1. I can't connect to the router. I can't connect to the router, ma'am.
28:00
Speaker 1
Can I get a guest password? Yes. Mhm. So actually we had somebody come out and set it up for us. Spectrum, spectrum came out. Okay.
29:00
Speaker 2
For other devices that was already connected, like your phones, your Samsung TV, you need to reconnect it back to the network with the new password. Uh, you want to like, um, enable your guest access? Okay. No problem. We can, um, check that over on the router page. Okay. And OK. So out of how did you set up this router? I plan to check on the restore settings. All right. And okay. So in your computer, um, kindly, um, open a browser. Let's just use your phone. Open a browser.
29:00
Speaker 1
Okay. Okay. Okay. 192 Okay. [ silence ]
30:00
Speaker 2
When you open a browser, can you then, um, tap this number on the address bar? Okay. Tap in the 192.168.1.1. So I'll repeat. Um, 192.168.1.1. [silence]
30:00
Speaker 1
It does tell me the connection's not private. Mm. Go back to the, it says, Yeah, it says to go back to the previous page that the connection's not secure. Hmm. No, I don't get that. Don't get that. 119.168.1.1, right? Yes. [silence]
31:00
Speaker 2
And what happened? Did you press enter? Okay, just click on advance and then proceed. How about continue or proceed? How about proceed. Yes ma'am. Are you using Safari right now? Do you have the option to show details? [silence]
31:00