V2 Rubric Detail — 8cb8c81a-7993-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 23:36
Duration
17m 23s
Contact
850-212-5003
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication4.00/5
Protocol2.00/5
Efficiency5.00/5
Overall4.0/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication5.00/5
Ownership3.00/5
EscalationN/A
Customer Exp2.14/5
Overall46.0% (-34.0)

V2 Grader Summary

The agent provided the default password 'admin' without verifying the router model, which is a technical accuracy failure per universal_password_login.md (SPNM60/62/LN1600 use Wi-Fi password). While the customer accepted the response, no verification of resolution occurred, and critical steps like model identification and troubleshooting were skipped. Empathy and follow-up were missing, resulting in a partially effective interaction.

V1 Case Analysis

Customer unable to log into router admin interface; advised default admin password 'admin' after factory reset. Model not confirmed. Issue likely resolved.

Troubleshooting Steps
  • Confirmed the issue was the router admin password.
  • Confirmed the router had been factory reset multiple times.
  • Advised that a factory-reset router uses the default admin password 'admin'.
Key Observations
  • Agent did not request model or serial number, which is a significant protocol omission given that default passwords vary by model family.
  • Agent did not verify that the password worked after providing it.
  • Advice given ('admin' as default) is correct for most EA/MX/MR series but incorrect for SPNM60/62/LN1600 series, which use the Wi-Fi password as the default admin password. This creates a risk of inaccuracy.
  • Customer accepted the solution quickly, suggesting possible prior knowledge or assumption that the advice was correct.
Positive Highlights
  • Provided correct default admin password for most Linksys models (EA/MX/MR series).
  • Handled the call efficiently with no unnecessary loops or confusion.
  • Correctly distinguished between Wi-Fi password and router admin password.
Agent Errors / Gaps
  • Missing model/serial collection — critical for password/login issues due to model-specific defaults.
  • No verification step after giving the password.
  • Provided model-general advice without confirming product family, risking inaccuracy for SPNM60/62/LN1600 series.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent provided default password 'admin' but did not verify if it worked for customer's specific model or confirm successful login; resolution assumed based on customer's 'thank you' without confirmation.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only asked clarifying question about Wi-Fi vs router password; no diagnostic steps (model check, prior attempts, recovery key) performed before providing answer.
R3 Partially Met Correct resolution path conf 80%
Agent assumed default password 'admin' applies universally, but KB shows exceptions (SPNM60/62/LN1600 use Wi-Fi password); path not tailored to possible model variance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (cannot log in) and asked clarifying question about Wi-Fi vs router password, but did not probe further to pinpoint cause or check model-specific behavior.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to identify router model, which is required per universal_password_login.md to use KB accurately; different models have different defaults (e.g., SPNM60/62/LN1600 use Wi-Fi password).
T3 Not Met No misinformation conf 95%
Agent stated default password is 'admin' without verifying model; contradicted by KB (universal_password_login.md) which specifies SPNM60/62/LN1600 and Gigaclear models do not use 'admin' as default.
Communication
C1 Met Clear & professional language conf 95%
Agent opened call professionally, clarified issue, delivered response, and closed appropriately without losing control or unnecessary digressions.
C2 Met Confirmed understanding conf 90%
Agent used plain language ('admin'), avoided jargon, and matched customer's conversational tone effectively.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership, handled issue directly, did not transfer, and followed through with the information the customer requested.
O2 Not Met Proactive follow-through conf 90%
No next steps set (e.g., 'try logging in now'), no verification of success, and no callback/disconnect commitment made or followed up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior case history to reference or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this simple password question within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent provided no empathy or acknowledgment of customer's frustration; purely transactional response despite customer expressing prior failed attempts online.
X2 Partially Met Tone & rapport conf 85%
Communication was clear and simple, but agent did not check understanding or adapt pacing after delivering answer.
X3 Met Overall experience conf 90%
Agent gave direct answer (default password) without requiring customer to repeat information or perform unnecessary steps.
Call Transcript5 turns · 5 lines
Speaker 2
welcome to lynksis 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. while waiting, you may also visit support.lynksis.com for more information about your product.
00:00
Speaker 1
But, yes, I'm trying to get into my, uh, blink, sis, but the password that it gives me won't let me into the the setup of the the router. And the only I've been chatting online and it says the number I'm using is for the Wi-Fi, but there's no other password given in the any of the data that I got with the, uh, with the router. Uh, this is a router I've had sitting in a box for several years as a backup and so, uh, but I don't have the router password. Right. Aha.
16:00
Speaker 2
Thank you for calling Thinks support, this is Pepe, how can I help you? Okay, sir, are you trying to get the Wi-Fi password or it's the router password? The router password. Okay, because by default the router password, sir, is admin, A-D-M-I-N, but if you happen to change that, you really need to use the the the password that you changed to.
16:00
Speaker 1
Well, I've done a I've done a factory reset several times. Got it. Got it. Great. Thanks. Appreciate it. That's what I needed to know. Okay. That's it. Thank you. Okay.
17:00
Speaker 2
and yeah so if you if you reset the router to factory defaults yes by default it's admin all lowercase okay will that be all okay all right thank you for your time
17:00