V2 Rubric Detail — 9b822278-635f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 17:29
Duration
7m 8s
Contact
Braxton Baldridge
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132627
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Can't access web interface

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall33.5% (-22.5)

V2 Grader Summary

The agent failed to follow protocol by skipping the non-destructive Recovery Key password reset method and providing technically inaccurate information about default passwords and recovery options. Although ownership was demonstrated by offering post-call instructions, no progress toward resolution was made during the call, and the customer was misled about their router's capabilities.

V1 Case Analysis

Customer unable to log into router admin after Smart Wi-Fi discontinuation. Agent incorrectly suggested default password 'admin' and recommended factory reset. Did not mention recovery key option. Offered to email setup instructions.

Troubleshooting Steps
  • Attempted default admin password "admin"
  • Suggested using myrouter.local for local access
  • Recommended full factory reset and use of label-printed password
Key Observations
  • Agent gave factually incorrect default admin password ('admin') for SPNM/LinksysNOW devices [03:00].
  • Omitted the 5-digit recovery key method, a supported non-destructive password reset option for LinksysNOW devices.
  • Failed to collect product model number, despite serial number being provided [01:00].
  • No warranty or support eligibility discussion occurred, despite clear need for model-specific guidance.
Positive Highlights
  • Polite and patient tone throughout the call [05:00–06:00].
  • Offered to email step-by-step instructions to support the customer after the call [05:00].
  • Provided a fallback path (factory reset) when login attempts failed, which, while destructive, is a valid last resort.
Agent Errors / Gaps
  • Incorrectly stated that the default admin password is 'admin' for this device [03:00]; SPNM/LinksysNOW devices use a 5-digit numeric recovery key or label-printed password, not 'admin'.
  • Failed to mention the 5-digit recovery key option, which is a KB-supported method for resetting the admin password without data loss.
  • Did not obtain product model number despite having the serial number (21P210C6A701009) [01:00], which is a critical protocol failure for accurate troubleshooting.
  • Did not verify whether the customer's device was a SPNM model or another family, leading to inaccurate technical guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent recommended a factory reset without confirming if non-destructive recovery was possible; no resolution was achieved during the call.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped the standard non-destructive password recovery step (Recovery Key) and jumped directly to factory reset without verifying model-specific capabilities.
R3 Not Met Correct resolution path conf 90%
Agent chose factory reset as the resolution path without first attempting the correct, model-appropriate recovery method (Recovery Key), which is required per protocol for password issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for serial number and access method, but failed to diagnose whether the router model supported Recovery Key reset, a critical diagnostic step.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used basic KB knowledge (myrouter.local, 'admin' password) but failed to access or apply model-specific guidance (e.g., Recovery Key on SPNM/LN series), which was necessary here.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated there is 'no recovery button' and that 'admin' is the default password, which is false for SPNM/LN series routers that use a five-digit Recovery Key and label-based default passwords.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but allowed multiple silences, lacked initial framing, and only introduced next steps at the end.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but did not adapt to customer confusion, failed to confirm understanding of login steps, and used a flat, procedural tone.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and committed to sending setup instructions via email.
O2 Met Proactive follow-through conf 95%
Agent clearly stated, 'I'll just send you the instructions right away after this call,' establishing a specific next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy, used a robotic tone, and failed to acknowledge customer frustration or inconvenience caused by login failure.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust communication style despite customer confusion, repeated unclear prompts, and failed to check comprehension during login attempts.
X3 Partially Met Overall experience conf 85%
Agent offered to email instructions to reduce effort, but customer had to repeat serial number and navigate ambiguous login interface without adequate guidance.
Call Transcript14 turns · 15 lines
Speaker 1
Hi, Joey. I was trying to access my router as an administrator and it's telling me that links is smart Wi-Fi service has been discontinued for my router.
00:00
Speaker 2
welcome to Lynxsys support.
00:00
Speaker 1
Yes, it is 2-1. P is in poppa. One zero, C is in Charlie. Six A is in alpha. Seven zero, one zero zero nine. I use, I use the, browse. I use a browser. I just use the link to Smartwifi.com. Um, what is that? So, I went to your site and I created an account. I didn't know I didn't have an account.
01:00
Speaker 2
Okay, may I have the serial number of your links to device please? [silence] And what website did you use to access the web interface? [silence] Okay, I see. [silence] So since it's no longer available, you can use the website myrouter.local and use your router password if you can still remember it.
01:00
Speaker 1
what's the web interface? justmy router dot local. okay. site doesn't support secure communications. okay. And then my email address. And then the password if I remember it. doesn't seem to be signing in, but it's not telling me I have the wrong password or anything. [silence]
02:00
Speaker 2
Your router.local. Yes. [silence] Is it asking for a router password?
02:00
Speaker 1
It said, links to Linksys Smart Wi-Fi sign in. And then a login interface, remember me, and then sign in. And I click sign in and nothing seems to happen. Then there's for local access, click here, should I do that? okay router password. Let's see. Let's try this. Okay. Invalid password, try again. Show him.
03:00
Speaker 2
Um, yeah. Yeah, that one. You can use admin.
03:00
Speaker 1
Let me try. Sorry, what did you say? Just admin? No, it didn't work. So, and I do that on the router, correct?
04:00
Speaker 2
As a router password, try "admin," all in lower case. Yeah. So if yeah, if it won't work, I think you have a different router password assigned to it. And since this router doesn't have any recovery button, you cannot reset the password. So the last option that you really have to do is to do a full factory reset and reconfigure the router. Yeah, you need to reset the router itself.
04:00
Speaker 1
So when I do that, it'll, I'll be using the password that's printed on the router itself. Okay. And that's, but it's still through local access only now. My route. Okay. Okay, I'll give that a shot and hopefully it'll work. Yes. Yes, please, that would be wonderful. Yeah, it's bracball@gmail.com. So that's D as in Bravo, R as in Romeo, A as in Alpha, X as in X-Ray.
05:00
Speaker 2
back to default settings, then set it out again. yeah, it? yep. it will go back to its default name and the default password that's at the bottom of your router, so you need to connect to it and then go back to that website to set it up. yes. you can only access all over router's local access, yeah. mm. all right, sir. so, um, do you want me to send you an email instruction with a setup process, or no need? ask okay. oh, can I have your email address, please? [silence] will it it obviously have to be a different router to use its different default? mmhm.
05:00
Speaker 1
[silence], as in Bravo, [silence], as in Alpha, L, as in Lima, at Gmail.com. My first name is Braxton. B-R-A-X-T-O-N. My last name is Baldridge, B-A-L-D-R-I-D-G-E. Um, that is um used to be called Mountain uh Visionary Broadband. I I Okay, thank you so much.
06:00
Speaker 2
Okay. May I have your first and last name please? [silence] Okay. Thank you. And who's your Internet service provider? [silence] Okay. Alright. So I'll just send you the instructions right away after this call. You're welcome. Thank you for calling VIGSister. Have a good one. Bye!
06:00