V2 Rubric Detail — 9c996d22-7af4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 17:44
Duration
10m 34s
Contact
Pankaj Ghadi
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#EOS00136393
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to create router password

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall9.9% (-18.1)

V2 Grader Summary

The agent never guided the customer through setting an admin password on the legacy WRT54G router, providing only an email promise and incorrect information. No meaningful troubleshooting, tool use, or empathy was demonstrated, resulting in an unresolved issue.

V1 Case Analysis

Customer unable to access admin page on WRT54G router to set a password. Agent acknowledged limited support due to router age, attempted to capture email (incorrectly), and promised to send setup guide. No valid troubleshooting steps provided. Issue unresolved.

Troubleshooting Steps
  • Collected model number (WRT54G)
  • Attempted to capture customer's email address
  • Offered to send a setup guide via email
Key Observations
  • Agent provided incorrect support URL: 'support.linkswise.com' (should be support.linksys.com).
  • Customer email was captured incorrectly as 'pankaj.kghadiyahotmai.com' (missing '@' and likely typo).
  • Agent incorrectly stated the WRT54G is a dual-band router (it is 2.4 GHz only).
  • Agent referenced a non-existent SSID '51600-Wi-Fi' (WRT54G default SSID is 'linksys').
  • Agent did not provide any on-call troubleshooting steps for accessing the admin interface or setting a password.
  • Agent did not mention default login credentials (username: admin, password: admin) for WRT54G.
  • Agent did not suggest basic troubleshooting steps like checking browser, clearing cache, or using incognito mode.
Positive Highlights
  • Agent correctly identified the WRT54G as an older model with limited support.
  • Agent attempted to collect customer contact information for follow-up.
  • Agent acknowledged the customer's security concern.
  • Agent remained polite and professional throughout the call.
Agent Errors / Gaps
  • Provided wrong support website URL (support.linkswise.com).
  • Mis-recorded the customer's email address (missing '@', incorrect domain).
  • Gave materially incorrect technical information: claimed WRT54G is dual-band (it is 2.4 GHz only).
  • Referenced a non-existent SSID (51600-Wi-Fi) not associated with WRT54G defaults.
  • Failed to provide any correct on-call instructions for accessing the admin interface or setting a password.
  • Did not mention default login credentials (admin/admin) for WRT54G.
  • Did not suggest basic troubleshooting steps (e.g., http://192.168.1.1, browser cache clearing, or incognito mode).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only promised to send an email with instructions and did not confirm resolution or guide the customer through setting a password; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 96%
Agent asked only for model number and email, then ended the call; no step‑by‑step troubleshooting was performed.
R3 Partially Met Correct resolution path conf 90%
Agent acknowledged limited support for WRT54G but offered best‑effort help via email; while minimal, this aligns with OOW expectation of guidance rather than dismissal.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify core symptom (cannot access admin interface), asked no diagnostic questions about connectivity or credentials.
T2 Not Met Appropriate tools / resources used conf 95%
No KB, remote tools, or internal resources used; agent relied solely on promise of future email without accessing any documentation during call.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated the WRT54G is 'dual band' (it is a legacy single‑band 2.4GHz device) and cited 'support.linkswise.com'—a non‑existent URL—instead of support.linksys.com.
Communication
C1 Not Met Clear & professional language conf 94%
Agent stated they had to end the call due to high volume, creating abrupt closure without proper transition or confirmation of understanding.
C2 Not Met Confirmed understanding conf 93%
Agent used inaccurate terminology ('dual band'), did not adapt to customer’s clear request for live guidance, and failed to confirm comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership—refused to stay on the line despite customer’s plea, delegated resolution to an unverified email.
O2 Partially Met Proactive follow-through conf 89%
Agent set next step (wait five minutes for email), but provided no follow‑up plan, timeline for resolution, or commitment to verify success.
O3 Not Applicable Closure confirmation conf 100%
This is the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this simple configuration request.
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 acknowledged customer’s intent to secure network and expressed willingness to help via email; lacked genuine empathy in delivery but attempted accommodation.
X2 Not Met Tone & rapport conf 92%
Agent continued with scripted inaccuracies despite customer confusion; failed to adjust pace or simplify when overwhelmed by document options.
X3 Not Met Overall experience conf 95%
Customer was forced to navigate generic KB links alone; agent could have provided direct instructions or stayed on the line to reduce effort.
Call Transcript22 turns · 22 lines
Speaker 1
Yeah, say hello. Yeah, I have a Linksys wireless router. I'm able to connect to it, but I'm not able to go to the admin page where I can, you know, currently it does not have a password set, so I want to give this old device to my daughter, and she wants to connect it. [silence]
00:00
Speaker 2
Welcome to Lynx appeal 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.linkswise.com for more information about your product. Thank you for calling, Lynx appeal. This is Smith. How can I help? [silence]
00:00
Speaker 1
[ silence ]
01:00
Speaker 2
It depends, if your router is still part of our router switch, it can be still supported. Can you have the model number? What's the model number? [silence]
01:00
Speaker 1
Yes, but when I connect it to the router on my laptop, I see that we have already updated the number to 192.168.1.100. I even typed that, but I couldn't you know, enter a password for that. Okay, so about the serial number you wanted or model number. Yeah, model number is WRP54G space V8. Yes. It's pretty old. I did. I know, I know. I know.
02:00
Speaker 2
[silence] Is that the link you tried? [silence] uh the model number. Okay, WRT54G. Indeed, this is already an old one and it's already. Yeah. The support for that one, [silence] [silence] Okay. [silence] It's already like, [silence] limited.
02:00
Speaker 1
Okay. Okay. That would be great. My first name, that is Pankaj. I spell it as P as in papa, A as in apple, N as in Nancy, K as in Kilo, A as in apple, J as in John. Then you have that underscore key, underscore. And my last name, that is G as in George, H as in Harry, A as in apple, D as in Denver, I as in India at hotmail.com .
03:00
Speaker 2
My already ended last year. So what I can do to help you still with your concern, I can actually send you an email and that email contains how you can set up a password for that type of router. I can send it just buy a email. What's your active email address? Okay, in-between the underscore that's K for kilo, right?
03:00
Speaker 1
Sorry, I didn't get you. Can you -- can you repeat it please? No. It's D-D-L-N-K-A-J-K-A-J__G. G as in Gary. H a D as in Denver, I as in India at Hotmail.com. It's a Fiber, Easy Fiber. I connected to the, I connected this router to the modem and I'm able to, you know, get in, but as it doesn't have a password, I can browse through. So everything perfectly working for the router, but as she is going to, it's not the home, it's the apartment, right? So, I want our network to be [silence]
04:00
Speaker 2
I have here pankaj.kghadiyahotmai.com. is it correct? okay. Okay, got it. And your internet provider, who is it? Mm-hmm. Okay. So, I'll just create a ticket here real quick. Mm-hmm.
04:00
Speaker 1
is secure, so I wanted, you know, to add a password to her uh user name. The the router name. But that I couldn't add. That that is the one security. I have. Okay. It will be active for five minutes and from my from my laptop, I should be connected to the same Wi-Fi connection, right? To do the setup. Okay, so I now connected to that uh Wi-Fi connection and it's connecting.
05:00
Speaker 2
Yeah. Yeah. Exactly. Mhm. Okay. Uh, Okay. So, I will just send you the email then. Once this call will end, just wait for five minutes max within that time you will receive the instructions via email on how you can make the Wi-Fi secured. Okay? Yeah, even though it's an unsecured Wi-Fi, just make sure that your laptop is still connected to the 51600-Wi-Fi for you to access the settings, okay?
05:00
Speaker 1
It's connected. Connected and open it is. So that open, I just want to make it secure. That's the only thing I have, you know. Because all all that college, college graduates are there and lot many are into all engineering only. So they can hack. Trouble, you know. That's the reason wanted it to be a little secured. That's all. So can you guide me? At least let that let that thing come but is it a quick if it is a quick what do you say fix where I can just add a password and you can guide me through it, it would be great. Is it possible? I understand the support support has gone out and all that. I understand that. But you know, just for a quick thingy if you can. Or else, once I get the email, can you at least stay on the line and help me through? [silence]
06:00
Speaker 2
okay all right yeah so make it easy I got it okay um I uh part of our [silence] Exactly Yeah
06:00
Speaker 1
But... Okay, I connected... okay. I tried to connect. Now, I'm connected to that Wi-Fi. It says... But it is saying no... It is not staying connected. It again got disconnected also.
07:00
Speaker 2
Oh, we're not allowed to stay that long. We have too many calls, so I mean, we still have to take another call after this, so that's the only help we can offer and email. Hopefully, it will work on your end. Just try to like set up again. So, part of the instructions I sent to you is the setup procedure, so you can try that one first. And part of it is creating a password.
07:00
Speaker 1
Oh, okay. So that that document of yours will have all the setup, right? Okay, got it, got it, got it. Okay, let me open that. Uh, I already saw something come in. End of support. That is the filename you're talking about, right? It is it is coming from notification@thlinksys.happyfox.com. Uh, set up your, okay, uh, Home Network Guide. Should I download that? So, uh, do I need to uh, reset it first or uh, what should I do? It is, it is, it is giving me options of okay. So, should I?
08:00
Speaker 2
Yes, all things that you needed. Mm-hmm. Uh, yeah, once you tap that, it will then give you links, different links for you to read on, for you to like. It will be your guide. No need, no need because it's already broadcasting its Wi-Fi, so no need to do that.
08:00
Speaker 1
do the link smart Wi-Fi router setup or Wi-Fi setting? Which one should I do? It has so many things to link. One is dual band Wi-Fi router, then there is link sys, dual band, easy mesh Wi-Fi router, then trouble shooting Wi-Fi issues. So these all are there. Which one should I click and go in as per my model number? Dual band Wi-Fi router, or smart Wi-Fi router. Okay. So, will it be dual Wi-Fi router, or Wi-Fi? All. Okay. And the third option is a link sys dual band easy mesh Wi-Fi router. So, which one should I go to? [silence]
09:00
Speaker 2
Yori- Yeah, yours is No, not the smart Wi-Fi router because yours is a dual band instead.
09:00
Speaker 1
Oh, that would be great. Oh, thank you. Thank you. Thank you. Thank you for supporting after the support also, thank you so much. You have a great day ahead. Thank you. Thank you. Thank you. Bye bye. [silence]
10:00
Speaker 2
just the dual band. Oh, how about this? I'll just send you a separate email instead, which you can just uh easily follow, which will be specific to your Linksys router, okay? Once it's called, just wait for five minutes max. I'll send another email. You're welcome. [silence]
10:00