V2 Rubric Detail — 961b8936-7ff3-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-15 02:19
Duration
14m 48s
Contact
414-975-2466
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#EOS00131955
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_E1200

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall43.5% (-0.5)

V2 Grader Summary

The agent provided technically accurate default credentials but failed to resolve the customer's locked-out state by not guiding through a factory reset or recovery process. The interaction was marred by unprofessional off-script remarks that reduced call control, and the customer experienced unnecessary effort due to incomplete guidance and lack of tool use.

V1 Case Analysis

Customer locked out of E1200 router; WiFi password unknown. Agent provided default admin credentials but omitted Recovery Key method. Call ended without resolution; customer lacks email access to receive self-help guide.

Troubleshooting Steps
  • Collected model number (E1200) and serial number (108226131-7031).
  • Provided default admin password 'admin' and router IP 192.168.1.1.
  • Advised customer to log into router via wired connection and check Wi-Fi settings tab for password.
  • Mentioned factory reset as last resort but did not guide through it.
  • Offered to email a self-help guide.
Key Observations
  • Agent correctly identified the E1200 model and serial number and confirmed it is out of warranty.
  • Agent provided the correct default admin password 'admin' and correct local IP address 192.168.1.1 for the E1200.
  • Agent failed to mention the Recovery Key method for password recovery, which is documented as the proper non-destructive recovery path for locked-out users on E Series routers.
  • Agent did not confirm whether the customer had a wired device capable of accessing the router before giving login instructions.
  • Agent abruptly ended the call after offering to email a guide, despite the customer stating they cannot access email.
  • Agent did not confirm the customer understood the steps or could perform them, nor did they validate any outcome.
Positive Highlights
  • Accurately identified the router model (E1200) and serial number (108226131-7031) from customer input.
  • Correctly stated the default admin password 'admin' for E Series routers.
  • Correctly provided the local router IP address 192.168.1.1.
  • Properly disclosed the out-of-warranty status and set expectations about limited support.
Agent Errors / Gaps
  • Failed to provide the Recovery Key method for password recovery, which is the correct non-destructive recovery path for the E1200 per universal_password_login.md.
  • Did not confirm the customer's ability to access the router locally (wired device) before giving instructions, leading to a dead-end path.
  • Provided only generic steps without validating whether they were feasible for the customer to perform.
  • Did not obtain any confirmation that the TV could connect or that the customer could access the router.
  • Abandoned the call without ensuring a viable next step, especially after learning the customer cannot access email to receive the promised guide.
  • Did not mention or guide through a factory reset as a last resort with clear warning of data loss, as required in linksys_now_login_admin.md.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent provided default credentials and suggested factory reset but did not guide customer through recovery or reset steps; customer remained locked out with no actionable path confirmed.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent identified model, confirmed end-of-support status, and directed customer to router IP and default credentials — basic troubleshooting steps were attempted, but no deeper diagnostics (e.g., recovery key, reset procedure) were executed.
R3 Partially Met Correct resolution path conf 91%
Agent acknowledged OOW status and offered a self-help guide, which aligns with best-effort support; however, failed to fully execute OOW troubleshooting (e.g., factory reset instructions) despite being expected for setup/login issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom (unknown password, TV can't connect) and collected model/serial, but did not probe whether password was changed, if recovery key was available, or if any device had access — root cause not narrowed.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote session, admin UI verification, recovery key lookup) were used; agent relied solely on verbal guidance despite the need to confirm or reset credentials.
T3 Met No misinformation conf 99%
Agent correctly stated default admin password is 'admin' and provided correct local IP (192.168.1.1) for E1200; information was factually accurate and KB-consistent.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent maintained basic structure but lost control during serial number exchange, had awkward pauses, and ended with off-script chatter ('Hey there, big boy...'), undermining professionalism.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms and repeated key info (e.g., 'admin'), but did not adapt to customer's confusion or confirm understanding when customer repeatedly questioned the process.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent stayed on the call and promised a self-help guide, but disengaged by stating 'I can no longer serve you through our robot support' and did not take ownership of guiding the reset or recovery.
O2 Partially Met Proactive follow-through conf 90%
Agent promised to send a guide but gave no timeline or confirmation it would be sent; suggested borrowing a computer without follow-up, leaving next steps vague.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — password recovery is within L1 scope even for OOW devices.
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 88%
Agent said 'I understand' and apologized, but empathy was minimal and generic; no acknowledgment of customer frustration or repeated effort.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a polite tone but did not adjust pace or simplify further when customer showed confusion; off-script remarks disrupted engagement.
X3 Not Met Overall experience conf 96%
Customer was asked to obtain a wired computer or reset the router without step-by-step guidance, causing unnecessary effort and repetition; agent did not reduce friction.
Call Transcript28 turns · 29 lines
Speaker 1
I'm calling because I can't get onto my network on my TV, my internet. Yes. If uh
00:00
Speaker 2
Welcome to links' 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. Thank you for calling links' technical support. My name is Donna. How may we help you today? Hmm, the only TV is unable to connect to the WiFi network, correct? Can it detect the WiFi name of the router or or not?
00:00
Speaker 1
want me to enter the password and I don't know it. The username is date, but I don't know the password to it. Not done. Yes. No, it's four one, four nine seven, five two, four six six. Okay. Yes. Yes. Yes. Right.
01:00
Speaker 2
Please um give me two to three minutes to check your record in the system. Okay. Okay. All right. I found the record in the system and your first name and last name is Bobby McCoy. Is this correct? And your phone number, I mean your email address is BobbyMcCoy86@gmail.com, right? Okay, please hold on. Um. And you're calling from the United States, right? Okay. Let me um check the model number if I can find it here. One moment, please.
02:00
Speaker 1
Yes, that's right. What, what, what one, one zero eight and what, what after that? Uh-huh. Two, two. Three? B. Wait a minute. One oh eight two two B.
03:00
Speaker 2
Okay, I found the model number and it says e 1,200. Is this right, E, 1,200? Okay, and then the serial number of the product is 108226131-7031. Okay, 10822- see, as in cat, 6131
03:00
Speaker 1
wait a minute one zero eight two two B and then what?
04:00
Speaker 2
six the number six six and then 131 okay see as in cat after the see as in cat and then 1 3 1 1 3 1 uh let me say it again it's 1 0 8 2 2 see as in charlie
04:00
Speaker 1
My wait! What after the beat after beat? B6. Um. And 1113. 1331. 131. 1. 7531. 1088B. [silence]
05:00
Speaker 2
613 - no D - no D after the C - it's 66 yeah 6 and then 1 1 1 3 3 1 531 yes D as in charlie
05:00
Speaker 1
What, just a minute, just a minute, just a minute. I want to write it down again. Say it again. 10822. And then B10822. This is in Charlie. [silence]
06:00
Speaker 2
this is not the password yet okay this is just a serial number of your linksys router okay okay no problem by the way you don't have to write it down you can check the model number and the serial number underneath the router okay 1, 0, yes correct 2, 2 2 C, C as in Charlie six.
06:00
Speaker 1
1.31.7253.1. Yes. But the the thing is I I need the password to enter into the system. I don't know it.
07:00
Speaker 2
One, three, one, seven, five, three, one. Thank you so much. And then your internet service provider is Spectrum, correct? Thank you so much. Okay. What you can do to find the password is to access the setup page of your router and then once the setup page is open, you can go to the WiFi settings tab to and to double check the password.
07:00
Speaker 1
dallas? the warranty is out. oh,
08:00
Speaker 2
By the way... Okay. Let me check the warranty status of your device. Okay? Please give me um two to three minutes. Um... Yeah. Let me check the warranty of your product. Okay. Um thank you for being patient. I just want to be up front with you. This model has reached end of support. So it no longer receives firmware updates or active fixes from Linksys. Okay? I can still walk you through few practical steps that often helps. And afterward, I'll email you a self-help guide you can keep. All right? And also, um Wi-Fi technology has moved a long way since this model was released. If the steps don't resolve the issue, then next option is upgrading to [silence]
08:00
Speaker 1
all I need is a password. What? What website do I go to to change it? My Internet is not working. And I don't know why. No. No. No. You can give it to me and I can write it down. [silence]
09:00
Speaker 2
I'm launching, Lovely He, uh... uh... no worries. I will... I will send to you. Self-help guide that can help you. How to access to RS page and find the password. Okay? You have to... Okay. You have a computer available that is connected to the network. Uh... wired to the router. Do you have a... do you have a wired... computer available? Uh. I see. Okay. So you have to... in the in the address bar of your browser, you can type in 192.168, one, six, eight, one, one.
09:00
Speaker 1
[silence] [silence] Type in, what? I don't know. 192? . . . \192.168.1 one. [silence] Wait a minute. Wait a minute. Admin.
10:00
Speaker 2
192. yes 168.1.1 yeah 192.168.1.1 yes that is the IP address of your router and then the default username and password or the default router password is the word admin A-D-M-I-N okay yes that is the default router password you can use that to log into the router's page [silence]
10:00
Speaker 1
[silence] Admin, what [silence] was it [silence] something else? [silence] Was it [silence] something else? [silence] Was it [silence] something else? [silence] Was it [silence] something else? [silence] after admin [silence] Where do I [silence] go [silence] to [silence] start?
11:00
Speaker 2
yes i got you after you enter admin you will be routed to the routers page then go to wi-fi settings tab to check the password okay [silence] what you mean [silence] admin as in A.D.M.I.N
11:00
Speaker 1
Wi-Fi settings. I got a feeling this is not going to let me on, because I've been locked out for four hours now.
12:00
Speaker 2
You can go to the Wi-Fi settings tab to check the password. You can find it once the router's page is open. You can then check the Wi-Fi settings tab or the wireless tab on the router's page. But you need a computer that you can wire to the router because you don't have, you don't know the Wi-Fi password. But if there is no computer that you can wire to the router, then the best course of action is to reset the link, this router and then reinstall it from scratch. [silence]
12:00
Speaker 1
I guess it'll have to be okay, because I can't get no email. No, I can't. No, I can't. Yes. You said get on the computer and, and, and,
13:00
Speaker 2
I understand. However, as much as I would like to walk you through with the whole process, we have only limited support for this model. However, no need to worry because I will send you the self help guide after our call, okay? You can also borrow a computer or a phone from your your friends or family that has internet connection so you can open your email. If that is the case, I apologize. I apologize. I can no longer serve you through our robot support. So, I would prefer you to fix this quickly with your consultant by calling this number. Hey there, big boy. How are you, sir? You don't say. Where? Mariah? How'd you even learn about that? And I left the city because I was sick by that lifetime, huh? So, I went to the digital a few years ago, man.
13:00
Speaker 1
Go through it. Thank you. Just that. Bye. God.
14:00
Speaker 2
Yeah, go to 192.168.1.1.From there you can log in using admin and then check the wireless password on the router's page. Thank you too. Do you still have other questions that I can help you with today? All right, once again, my name is Donna. Thank you so much for contacting Linksys Technical Support and hope the rest of your day goes smoothly. Bye bye. Bye bye.
14:00