V2 Rubric Detail — 9735d476-6e36-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 12:33
Duration
13m 8s
Contact
Rodrigo Garza
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00086292
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: PHYSICAL DEFECTS (PORT).

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication4.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.5/5

V2 Rubric Scores

Resolution3.44/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall78.7% (+8.7)

V2 Grader Summary

The customer achieved full functionality: regained access, updated the admin password, and successfully separated and renamed Wi-Fi bands. While the agent did not follow the ideal recovery-key path for a locked admin account, they adapted to the customer’s current state (already at password reset screen) and provided accurate, effective guidance. The outcome was successful, though troubleshooting and resolution path were suboptimal.

V1 Case Analysis

Customer locked out of router admin after multiple failed attempts. Agent guided login using default 'admin' password and assisted in renaming 2.4 GHz and 5 GHz SSIDs and updating Wi‑Fi password via web UI. Issue resolved, though recovery method and access URL were not model-specific or KB-compliant.

Troubleshooting Steps
  • Directed customer to access the router’s web UI via unspecified local address.
  • Advised trying the default admin password 'admin' to regain access.
  • Guided the customer through Wi-Fi Settings to rename 2.4 GHz and 5 GHz SSIDs and update the Wi‑Fi password.
  • Confirmed successful reconnection of devices to updated networks.
Key Observations
  • At [03:00], the agent advised using the default 'admin' password to regain access, but the KB (linksys_now_login_admin.md) specifies that for locked accounts on SPNM6x/LN1600 series, the five-digit recovery key method should be used first — this is a non-destructive recovery that preserves settings.
  • The agent never asked for or confirmed the product model, which is a protocol miss when providing model-specific guidance like login procedures.
  • The agent did not specify the correct local access URL (e.g., myrouter.info or 192.168.1.1), which is critical for SPNM6x/LN1600 series routers.
  • Despite these issues, the customer successfully logged in and completed the desired changes, indicating the workaround was effective in this instance.
  • Agent maintained a clear, step-by-step flow and confirmed completion, contributing to a positive customer experience.
Positive Highlights
  • Successfully restored admin access and enabled the customer to make the desired Wi-Fi changes.
  • Provided clear, step-by-step instructions for renaming SSIDs and updating the Wi-Fi password.
  • Maintained a courteous tone and confirmed completion before ending the call.
  • Effectively guided the customer through the web UI despite missing model-specific details.
  • Ensured the customer reconnected devices and verified network visibility.
Agent Errors / Gaps
  • Advised using the default 'admin' password to regain access after lockout, contrary to KB guidance which mandates the five-digit recovery key method for SPNM6x/LN1600 series to avoid potential data loss or misconfiguration.
  • Failed to identify the product model, which is necessary to provide accurate, model-specific instructions for login and recovery.
  • Did not provide the correct local access URL (e.g., myrouter.info or 192.168.1.1), leaving the customer to guess or rely on browser defaults.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer successfully logged in, set a new admin password, renamed 2.4GHz and 5GHz SSIDs, and confirmed all networks were visible and working.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent guided customer to access the web interface but skipped the proper recovery-key process for a locked admin account, instead relying on default password and in-UI reset after login.
R3 Partially Met Correct resolution path conf 90%
Agent resolved the issue without a factory reset, preserving settings — correct intent — but did not follow the documented recovery-key path, which is the recommended method for locked admin access.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified the symptom (locked out, password reset prompt) and moved toward resolution, but did not ask for the recovery key or confirm model number to determine correct procedure.
T2 Partially Met Appropriate tools / resources used conf 85%
The five-digit recovery key is a documented tool, but the customer had already bypassed the lock screen and reached the password update screen — at that point, using the web UI to set a new password was valid and appropriate.
T3 Met No misinformation conf 97%
All technical guidance — default password 'admin', ability to rename bands, same password recommendation, no disconnection from network after password change — was accurate per KB.
Communication
C1 Met Clear & professional language conf 93%
Agent maintained control, provided clear step-by-step instructions, managed transitions smoothly, and kept the call focused despite customer digressions.
C2 Met Confirmed understanding conf 94%
Agent used simple, accessible language, confirmed understanding ('Mhm', 'Yes sir'), and adapted to customer’s pace and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, referenced prior ticket and technician, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 95%
Issue was fully resolved during the call; no follow-up or next steps were required.
O3 Met Closure confirmation conf 90%
Agent acknowledged the ticket number and referenced prior support interaction, demonstrating continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 and was resolved.
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 was polite and appreciative but did not explicitly acknowledge the customer’s frustration or difficulty from being locked out previously.
X2 Met Tone & rapport conf 92%
Agent matched the customer’s conversational tone, remained patient, and checked for understanding throughout.
X3 Partially Met Overall experience conf 87%
Agent required customer to manually navigate UI and re-enter settings; missed opportunity to guide through faster recovery-key method if lockout had persisted.
Call Transcript24 turns · 26 lines
Speaker 1
Yeah, I was trying to set up a mesh network on Friday but I got locked out, so they told me to call back today. So I have my ticket number if that'll help.
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.Links.com please have your device serial number ready for assistance press 1 now for out of warranty product please have your device's serial number and contact information ready if unavailable kindly call back later for out of warranty product paid support option may be available depending on the issue [silence] I thank you for calling linksys my name is Josh how may I help you today? Uh huh. yes sir may I have your ticket number?
00:00
Speaker 1
[silence] 00132557. Mm-hmm. Okay, thank you.
01:00
Speaker 2
Mm-hmm. Thank you so much for that. details Warren sir. So I'm going to put the call on hold for three to five minutes, okay. Just need to review your previous claims. Thank you so much. [silence] Rodrigo Kurtis Barba? all right thank you so much for confirming sir so going back to your or sorry regarding with your case here I assume that the previous technician was able to help you on reconfiguring the nodes or system however you wanted to separate the band is that correct? all right all right thank you so much for confirming again all right let's now separate the bands of your system so do you have a computer there that we can use to access the web user interface all right so on that computer sir kindly open a browser and type in in the address bar h t t p
01:00
Speaker 1
um, oh, I am at, okay, hold on. I was at a, um, I was actually at the, the login where I kept failing last time. Okay. Okay. Well, it, it, it's, it's the sign-in. Um, and it says, you previously entered the incorrect password remaining attempt three times. So it's asking me for the router password. Um, should I, should I try admin? This is where it froze on me, and it, it would, okay. Okay. Now it's asking to update the password, admin update.
03:00
Speaker 2
Colin, double forward. I'm sorry. No words. Oh. Oh, I see. Oh, that's great to know actually sir. so, May, what are the option you can see on the screen? like Mhm. Mhm. All right. Uh-huh. By default, the password is admin. However, if you have already tried the default password, we can actually reset the admin password. Yeah, you can try admin first. Uh, ADM... Uh-huh. No words.. That's excellent. So, yeah, kindly enter your, yeah, new router password.
03:00
Speaker 1
OK. We've updated our password requirements to be more secure. Please create a new one. Okay. Oh, OK, dope. Now, choose a password to secure. Oh, so it wants me to set up a new password. All right. I think I had one before. I'll just use the same one. Sorry. Just okay.
04:00
Speaker 2
Sure, the new password meets the requirements.
04:00
Speaker 1
[silence] All right, I'm finally in. Okay. So, Okay. Okay. No, go ahead. Got it. Okay, so it's given me both a 2.4 gigahertz and a 5 gigahertz.
05:00
Speaker 2
That's great. And, so, since you want to, you have to. Yeah, sorry. Yeah, on the screen, kindly look for CA, like Charlie Alpha, and it can be found on the bottom right corner. Good. Excellent. Yeah, if you want to separate the band, all you have
05:00
Speaker 1
Okay. Am I allowed to change the password on those or no? Okay. Yeah, I tried, I had done that before. Is, is there a way that I could, um, rename the 5 gigahertz band or no? Okay. Okay. So how do I do that? Because it's showing it right here. Okay. Okay. Uh, it's asking path.
06:00
Speaker 2
To do so is change or rename that 2.4 and then press apply. Mhm. Yes, sir. rest assured that you can still or you can uh sorry, customize the Wi-Fi password, however I would recommend using the same password for both bands, okay, for less confusion. You can actually rename the 5G band if you want, sir. So either of the bands rest assured that you can rename them. Uh you you yeah, so on the Wi-Fi settings tab, you may simply like on the SSID or Wi-Fi name field. You may simply enter right away your Mhm.
06:00
Speaker 1
It's doing password oh, Wi-Fi setting. Okay, so I can go in and change the name of the 2.4. Okay, perfect. So let me see what this I'm just sorry, it's going to take me a few here. I just want to make sure I set it up the way it was. Okay. And I don't change any of the other settings, right? Just the name and the password? Okay. Okay.
07:00
Speaker 2
Yeah, Wi-Fi settings. Yes, sir. And yeah, same goes for the password or either of the bands, you can separate either of the bands by changing their names. No worries, sir. You may simply take your time and just let me know once you have done customizing the Wi-Fi settings. Yes, sir. That's correct. There's no need to change other settings on this router. Hmm.
07:00
Speaker 1
once I'm done, just hit apply. okay you're updating your Wi-Fi. disconnect all devices, including this one from the router. and then okay.
08:00
Speaker 2
Yes sir. Hit apply and press. Yes, or continue. Yes sir, that's actually, yeah, that's actually normal since uuh you're changing the Wi-Fi name and password. However, rest assured that you can just reconnect to the either of the networks using the new Wi-Fi password.
08:00
Speaker 1
applying changes, okay. and then I want to set the gas network back up, so I think I just have to go to that box and open in and activate it, right? Yeah. Okay. Um, do I just hit okay now? It stopped doing whatever it was doing.
09:00
Speaker 2
Yes, sir. [silence] Yes, sir. However, make sure that your computer first has been reconnected to the network and then, yeah, just go back to the web user interface and then click the guest network. [silence] Yes, sir. All right, yeah. You may just [silence] here that maybe.
09:00
Speaker 1
Yep, I am. Perfect. So I'm going to gas. Cast Wi-Fi. David Arm. Okay. Cheers. Change, okay. Let me check on my phone and see if all these are coming up. And it's so, thank God you guys do this, because otherwise, I have no idea what I'm doing. I still have no idea what I'm doing.
10:00
Speaker 2
Click okay and again, make sure that your computer has been reconnected to the network so that we can click other settings on the web user interface. That's great, sir. And yeah, you mean, the... Yeah. Mm-hmm. Mm-hmm. No worries, sir. Thank you so much for your appreciation. No worries, sir. [silence]
10:00
Speaker 1
oh yeah you know it's you can go ahead go ahead okay got it okay oh yeah cool um just checking to make sure and my Wi-Fi that all all are the uh router not connected okay all right there it goes now it's connected again okay
11:00
Speaker 2
Actually doing great. And thank you so much for your appreciation as well. So regarding with the router. Yes sir. Regarding with the router password, rest assured that you can just always reset it anytime, okay? Uh, however, again, rest assured that resetting the password will not disconnect your network, sorry, your device from the network. So yes. You can, so is there, no worries there. Just. Yes. Mhm. Understood. Got it. Just take your time. Yes, that's normal since um we will be getting that error message if your device or like your computer isn't connected to the network. So again try to check if your computer.
11:00
Speaker 1
So I think I'm in, I've got my, like, I've got the 2.4, I've got the guest and then the 5 GHz are showing up on my Wi-Fi list. So I think that's all I need it. Okay. Oh, perfect. Okay. All right. Thank you so much, appreciate it. All right. Thank you, you too. Bye. [silence]
12:00
Speaker 2
Mm-hmm. That's brilliant answer. So got it, sir. And don't worry if you need further assistance in the future, just feel free to give us a call and you can just actually use this ticket number in the future. All right. You're most you're most welcome and thank you so much again for your appreciation. And thank you again for calling Link. Sister. You have a good day. Bye for now. You're most welcome. Take care. [silence] Oh, I'm sorry sir, you may now end the call.
12:00