V2 Rubric Detail — 93e06c72-794f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 15:30
Duration
33m 25s
Contact
Jennifer Kneemiller
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#EOS00135987
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall47.7% (-8.3)

V2 Grader Summary

The agent failed to resolve the issue, incorrectly declared the WRT3200AC end of support — a critical technical inaccuracy — and omitted the fundamental step of checking the router label for default Wi-Fi credentials. Despite maintaining call control and promising follow-up, the agent created unnecessary customer effort and provided misleading information, resulting in an unresolved case with a justified auto-zero.

V1 Case Analysis

Customer unable to retrieve 5 GHz Wi-Fi password on WRT3200. Agent incorrectly stated device is end of support, advised factory reset, but setup failed with error 2123. No Ethernet cable available. Promised follow-up email with links.

Troubleshooting Steps
  • Attempted router login via 192.168.1.1 and myrouter.local.
  • Advised use of default admin password "admin".
  • Guided through factory reset (hold reset button 15 seconds).
  • Attempted to run Smart Wi-Fi setup wizard after reset.
  • Tried accessing setup via different browsers and incognito mode.
Key Observations
  • Agent incorrectly claimed the WRT3200 is 'end of support' without verification, potentially misleading the customer about support eligibility.
  • Agent failed to advise checking the router label for the default Wi-Fi password, a standard and essential step for WRT series routers.
  • Factory reset led to unrecoverable setup error 2123, and agent did not have a recovery path due to lack of Ethernet cable.
  • Call contained long hold periods and repeated troubleshooting loops without progress.
Positive Highlights
  • Collected model number, serial number, customer name, and email [01:00–04:00].
  • Provided correct local access URLs (192.168.1.1, myrouter.local) and accurate reset procedure [08:00, 15:00].
  • Offered to email additional troubleshooting resources as a follow-up [32:00].
  • Maintained a calm and empathetic tone throughout the call, acknowledging the sensitive context [00:00].
Agent Errors / Gaps
  • Incorrectly stated the WRT3200 is 'end of support' [06:00], which is not a verified or standard support status.
  • Did not advise checking the router label for the default Wi-Fi password, a critical step for WRT series models [18:00].
  • Failed to confirm availability of an Ethernet cable before recommending factory reset, leading to a dead-end recovery scenario.
  • Did not recognize that error 2123 typically requires wired connection for recovery, and no alternative was offered when cable was unavailable.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never obtained the 5 GHz Wi-Fi password; the call ends with error code 2123 and no successful setup or workaround.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through factory reset and browser access attempts, but failed to direct them to check the router label for default Wi-Fi credentials — a basic and likely solution.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated the WRT3200AC is end of support and pushed a new router sale, when KB confirms it is supported; this misdirected the resolution path and violated best-effort OOW standards.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (missing 5 GHz password) and asked about connected devices, but did not verify physical label details or recovery options, skipping foundational diagnostics.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use the most appropriate tool: checking the router’s underside label for default Wi-Fi passwords — a standard, documented first step in such cases.
T3 Not Met No misinformation conf 95%
Agent stated the WRT3200AC is 'end of support' — factually incorrect per KB; this materially misled the customer and derailed troubleshooting.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained call control, set expectations, used a hold appropriately, and kept focus on troubleshooting steps.
C2 Met Confirmed understanding conf 85%
Agent used plain language (e.g., 'type 192.168.1.1', 'hold reset for 15 seconds') and confirmed understanding throughout.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case end-to-end, did not transfer, and committed to follow-up actions.
O2 Met Proactive follow-through conf 90%
Agent promised to send a post-call email with links and further steps — a clear, actionable follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was within L1 scope despite agent’s misjudgment.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offered minimal empathy ('I understand that one, sir') but failed to acknowledge the emotional context (deceased parent) or repeated effort.
X2 Partially Met Tone & rapport conf 75%
Agent remained professional despite customer frustration and profanity, but did not adjust tone or pacing to de-escalate or simplify.
X3 Not Met Overall experience conf 90%
Customer was asked to perform multiple resets, switch browsers, and locate an Ethernet cable — avoidable steps that could have been bypassed by checking the router label.
Call Transcript59 turns · 63 lines
Speaker 1
Hi there. I'm having a little bit of trouble. See, my, uh... I am trying to help out my mom here. Uh... Her Wi-Fi has been set up, but she doesn't have the password to one of them. Uh... My... My father set it up, but he passed away recently, you see. So...
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. While waiting, you may also visit support.linksys.com for more information about your product. [music] Hi. Thank you for calling linksys technical support. My name is Ellie. How can I help you? [music] Mm-hmm. Oh. [silence]
00:00
Speaker 1
uh i'm trying to figure out how to reset one of these Yeah, I've got the box right here. Let me try and get that for you. Let's see. Serial number 198106 0b630171
01:00
Speaker 2
Okay. Okay, I see. Yeah, I can definitely go ahead and help you out with this one. But before we proceed, can I have the model number and the serial number of your Linksys router? Okay, let me just read it back. That's one, nine, eight, one, zero, six, zero.
01:00
Speaker 1
Correct. Yes. Model number. W. R. T. 3200. A as in Alpha, C as in Charlie, M as in, I don't know, Mango. Yes. [silence] No, no. Thanks. [silence] Ah, sorry. [silence]
02:00
Speaker 2
Okay. [beep] Thank you so much. Okay, thank you so much, Sir. So, let me just go ahead and see if I can pull up some information on this serial number. [beep] So, Sir, can I also please have?
02:00
Speaker 1
Yes. Yeah. Uh that would be Jennifer is the first name. And the last is N. Miller. That's K-N-E-E like the body part and then Miller M-I-L-L-E-R. All one. Last name Yes. M-I-L-L-E-R. Yep. Uh I can give you my email address sure. Uh
03:00
Speaker 2
Um, which uh, since you mentioned that this router is from your mother, right? So can I can I please have your mom's first and last name? I'm actually creating a record for this one. Okay. Mhm. K-N-E-E and then Miller. Thank you so much. Okay, thank you. And can I also please have uh Ms. Jennifer's um, email address or maybe your email address? Mhm. Oh, another person? Is that another person on the line with you? Okay. I appreciate it. Kim, thank you so much. Take care. Mhm, Thank you, bye bye, bye.
03:00
Speaker 1
That would be Val VAL Victor alpha Tango T as in Thomas. And then my last name Kersting K E R S T I N G E all of that at gmail.com [silence] Yeah, absolutely. Yes, Uh, yes. The, the router is working. It appears to be putting out two different Wi-Fi networks. uh, one of them is a.
04:00
Speaker 2
Well, okay, thank you so much. I'll just give me a minute or two. Let me just complete this record. But right now, sir, can you confirm if the router is working and is there any divices that is currently connected?
04:00
Speaker 1
2.4 gigahertz and one of them is a 5.
05:00
Speaker 2
Mhm. Mhm. Okay. And you need the password for the five gigahertz. Okay. So, um, since the laptop is actually connected to the five gigahertz band, you can actually pull up the password from the laptop itself. And by the way, is this a Windows laptop? I'm sorry. Mhm. Oh. Oh, uh, see. I see.
05:00
Speaker 1
yeah I haven't tried accessing the like a web page for it uh from the laptop now. I yeah.
06:00
Speaker 2
So, um, what are the other things that you actually attempted to use earlier, like maybe about, um, going into the web browser or going to the router settings of this Linksys, um, device? Have you tried it? Mm-hmm. Oh, I see. Okay, I see. So, um, here's the thing. Um, Sir, cuz I did check, uh, the router that Ms. Jennifer actually owned, so the router is already end of support, so we can no longer provide support for this type of router, however, we will be honest with you with regards to that. Uh, so as an alternative, I actually presented to you an alternative router to be purchased in order to have better performance at home.
06:00
Speaker 1
Yeah, let me uh, walk over to the laptop. Give me a second to power this up and uh, I'll get on that.
07:00
Speaker 2
I can now walk you through this. The only thing that I can help you. I can help you walking you through on how you can access the web browser or the router settings of this device. Uh if the laptop is already connected, can you pull up a browser for me, sir? [silence] And the laptop must be actually uh the one that is connected to the 5 gigahertz band, okay?
07:00
Speaker 1
That's the one I'm trying. Okay. Pulling up Chrome on the laptop. All right, go ahead. Yep. one nine two. uh, hold on one second. Yeah. Sorry. The uh, the keyboard's acting up. Give me one second here.
08:00
Speaker 2
Okay, now, on the URL bar, type in try the default one that's one nine two one six eight 92.168 it's okay you take your time
08:00
Speaker 1
192.168.Go ahead.1.1.Okay. Pulling it up here. All right, it wants the router password. No, it's got a password hint set up on it. But, silence
09:00
Speaker 2
dot one dot one. Yes. That's only 192.168.1.1. And then just hit enter. So, if it's now asking for router password. Try using the word admin. And all are lower case.
09:00
Speaker 1
So I assumed he customized it, but. Yes, yeah. Yeah, I've got the hint here. It's just not helpful. No. I don't see a reset password button here on the website. I see sign in. I see to login with your Linksys Smart WiFi account, click here. I see, uh, for more information, click here. That goes to a support article.
10:00
Speaker 2
Yeah. Oh, can you try? Oh, yes. If there's already that one. So, yeah. I, can you try hitting the word, uh, or the hint. Okay. I see. Um, there is an option for you to customize it again. There should be an option that where you can click on the reset password. How about you do it? Okay. Yes. Um, and then, uh
10:00
Speaker 1
the the password for it you mean? uh yeah I've been through files of records of this guy's old passwords, and I have not been able to find it unfortunately. Sure. Yep. Go for it. Yep. H CTP colon flash flash? Uh-huh.
11:00
Speaker 2
so there is like really no option maybe miss jennifer remembers one is there oh is it possible [silence] yeah maybe she wrote it down [silence] oh guys um if that is uh okay. so if you don't see the the option to reset the password how about we try some other link maybe it will appear so still on the URL bar uh type in http colon forward slash forward slash [silence] and then
11:00
Speaker 1
My router. Local. It takes me to the same web page. It's got the show hint button, still doesn't have a reset password button anywhere. [silence] Not that I've found no.
12:00
Speaker 2
My, http://myrouter.local. Uh huh. Yeah. Yeah. Okay. If that is actually the case, if the system is not giving you the option to reset the password, it might be the router might actually need to be reset itself, like, you know, bringing the router to the factory default, but, uh, let's not jump directly to that one. Is there any other devices that are currently connected to the Wi-Fi? Okay so we can't use the the Let's see.
12:00
Speaker 1
uh, The phones are connected to the the 2.4 gigahertz. Uh So I can get the password for that one That's how I got it originally is from her phone. Not as far as I can tell. Uh, Yeah, please Absolutely. Thanks so much. Of course of course. Yeah, take that.
13:00
Speaker 2
Laptops, since it will ask for the admin. How about um- how about the phones? Are there any phones connected on the 5 gigahertz band? Okay, uh sir, can I weasel the call and hold for like about 3 to 5 minutes? Yeah, cuz I'll be putting my call in hold. Okay, and then I'll get back to you. Okay. Okay. Thank you so much. Okay, hello, sir. Oh, yeah,
13:00
Speaker 1
Okay. Yeah, sure. That that sounds fine by me. Okay, let me step back over to the router. Let's see, this red button on the back. Okay, holding it.
15:00
Speaker 2
I did actually double checked everything here. Now, um, as per your checking, since we can, I mean, there are no other devices that is connected to the 5 GHz band, we can pull up the password. So the only option that we actually have here is bringing the router to its factory default settings. Will that be okay? Okay. So on this one, I want you to press and hold the reset button for like 15 seconds. Yeah, there's a red button at the back that says reset. Uh-huh.
15:00
Speaker 1
Let's see, that's been 15 seconds, right? Cool. Okay. Yep. Um, yeah. Um-hmm. Okay, give me one
16:00
Speaker 2
you said [silence] so yeah, you can now then let go of the reset button, so and then try to check if you can now see the default wifi name of your WRT. It should be there. Now, we can still use the laptop, sorry, for this one. So connect the laptop to the default wifi name of your WRT.
16:00
Speaker 1
second here okay let's see here available I see the 2.4 and the five do you know which one the default password is for or is it for Both yes sir they both are [silence] Yes I have the default password, I just don't know which which wi-fi do I connect to? The 2.4 gigahertz or the 5 gigahertz Hmm Okay cool. Thanks.
17:00
Speaker 2
It should be starting with the word Linksys. Oh, okay, so, can you check underneath the router, sir? There should be an information about that one. So you can see the both Wi-Fi or the default Wi-Fi name of this router, the 2.4 and 5. I get you can definitely connect to either of the two.
18:00
Speaker 1
Okay, we got it connected. Yeah, it pulled up. It pulled up the uh smart Wi-Fi setup page by default there. Okay. Okay.
19:00
Speaker 2
Now let's go back to the router settings of this device. Okay. Okay. So yeah, uh you can now then continue with that process and then just let me know if you encounter some issues, okay? Okay. And I'll be here uh documenting everything for you, okay? Okay.
19:00
Speaker 1
uh, it says here, your router was not successfully set up. Uh, it just tells me the steps again. Press and hold the red reset button for at least 10 seconds. During a reset, the router restarts. The power light flashes. Wait until the light's solid.
20:00
Speaker 2
Oh, you did it. Yeah. Aside from that one, is there any information that says what went wrong? OK. [silence]
20:00
Speaker 1
Recconnect this computer or device to the default wireless network, you can find the wireless network name and password in the Quick Start Guide or on the label. When finished, click here to run through setup again. If you follow the steps and see this error screen again, visit our website or go to chat with a customer support representative. To access this website, you may need to use a different computer or a mobile device that has internet access or connect this computer directly to your modem. Error Code 2123. Uh, sure. I'm in Chrome. Uh, like an incognito window you mean? Sure.
21:00
Speaker 2
Okay. How about we try that? Mhm. Yeah, occasionally, I can. doing it differently. Mhm. Mhm. Yeah, occasionally, I could. Mhm. Okay. Can you try using another browser, sir, aside from the one that you are using right now? What browser are you using by the way? Okay. Can you open a private browser? Yeah, the Incognito.
21:00
Speaker 1
Yeah, I can do that. Okay, I'm on the page on an incognito. You'll see in the same thing. Yeah. It's going to a page called dynamic login, and then it's shifting me back to the generic error page. Uh, no, it actually doesn't have that back to that code on this one. Uh, yeah. Here, let me try it again. 19216811 yeah, going to that websites. Uh
22:00
Speaker 2
Okay. Now, uh, open the yeah, yeah. Open the same link. Okay, um, uh, what link are you currently using? Are you using the 192 168?
22:00
Speaker 1
Uh sure. Yeah. Yep . . . my router local trying it now. Same thing. Sure, I'll try Microsoft Edge. That's what this computer has installed . . . 192.1 68 dot 1 dot 1.
23:00
Speaker 2
okay I can you try using the http colon yeah. yes the one okay i can we try a different browser okay how about with this one sir can you i [silence]
23:00
Speaker 1
uh sure go do the hold down the button again yeah can do okay holding the button down
24:00
Speaker 2
Try again and reset the router. So, Mm-hmm. Okay, here's like a little flag. [silence] Latent self-stakey level. So then I had to fight your fear of a little type. Here's like, I felt like I could see a lot better. [silence] Test and measure. [silence] [silence] Test and measure. [silence] Test and measure.
24:00
Speaker 1
Okay, I'm going to let go of the button. Let's see it's flashing right now. I'm going to wait till it goes solid. Okay, looks like it's solid. Let me go back over to the laptop. Okay. Back over here, you want me to pull up the thing in Chrome again? Okay. Okay. immediately takes me to the uh generic error page still. Uh, no, it's no longer showing me an error number at the bottom here. Uh, no, it's it's got text here. I mean, I can send you a picture of it. Uh, it's here. It says, your router was not successfully set up.
25:00
Speaker 2
Yes, so try it again on the setup, okay, pull up the setup wizard. Is there like any error message or any error number? What what only shows in your screen, sir? Is it only showing you a solid I mean a blue screen?
26:00
Speaker 1
Follow these steps. Step one, press and hold the red reset button on the back of your router for at least 10 seconds. Step two, during a reset the router will restart and the power light will flash. Wait until the power light is solid. Step three, reconnect this computer or device to the default wireless networks. You can find the wireless network name and password in the quick start guide or on the label on the back of your router. Step four, when finished click here to run through setup again. If you follow the steps above and see this error screen again, visit our website for troubleshooting tips or to chat with a customer support representative. To access the website you may have to use a different computer or mobile device that has internet access, or connect this computer directly to your modem. [silence] Linksys.com/support and then there is a little details button. [silence] Which doesn't have any actual details. Oh, uh, when I click that, uh Click here button to run through setup again, it takes me to the same page but it has the error code 2123 at the bottom. Yeah. Uh, I don't know where an ethernet cable would be around here to use for that. Let's see. Is there even an ethernet port on the laptop? I don't see one.
27:00
Speaker 2
mhm okay i see. uh just give me one moment. um sir is there any way that maybe we can uh connect or run a cable from the linksys router directly to your laptop? is that possible? [silence] so the laptop has an ethernet port or
28:00
Speaker 1
I'm checking the back right now. Uh, yeah, I think it does have an Ethernet port. That's what this appears to be. I would just need an Ethernet cable long enough to Yeah, to bring it across the room. I have no idea where this guy would have kept his Ethernet cables.
29:00
Speaker 2
Right. Okay. long enough to run from the router directly to your laptop?
29:00
Speaker 1
u s, I'm looking around trying to find something that would do the job and I'm not finding anything yet. yah. I know this is all kind of a convoluted fucking mess. Is the tower plugged in?
30:00
Speaker 2
oh. mm, okay, but sir, since there are two options showing up, would it be okay if we just use the routers default password for the 2.4 and the 5
30:00
Speaker 1
Let let me confirm that the password looks for the five because that was really the point of all this was to get access to that. see why. Okay yeah it does connect to the five as well. Uh I mean I guess that's fine for now I would really probably prefer to get something more secure than the default. But uh
31:00
Speaker 2
Or, you really need to customize that. I, yeah, absolutely. I, yeah, I understand that one, sir, but, uh, since, uh, like, you know, if you can actually, like, you know, uh, connect or if there's an, you know, an available Ethernet, since there is no other device. [silence]
31:00
Speaker 1
direct connecting and I can try, the router setup again? Okay. Sure. I'll try to sort that out. Then. As my next step. Please do yes. I would appreciate that. Great. Thanks. No, nothing else off hands that. That's the one major issue at the moment.
32:00
Speaker 2
Yes sir because sometimes it can actually really help and Yeah and and Okay Yeah and for that one sir so that you will be be guided on this Um is it okay if I will send you an email right after this call with all of the links and some other troubleshooting Yeah so I will really also send you some other troubleshooting steps that could might actually be helpful in the future Okay Okay Great. Thank you so much sir So like uh would there be maybe anything else that I can help Okay Thank you so much sir So please expect an email Uh just give me at least like two or three minutes.
32:00
Speaker 1
Yeah, yep. no worries. Thanks, you too. Bye bye.
33:00