V2 Rubric Detail — 9cf95e26-7edc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 17:02
Duration
18m 32s
Contact
321-698-3906
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00136904
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WIFI password/Login concern

V1 Rubric Scores

Resolution5.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution5.00/5
Technical0.62/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.7% (+2.7)

V2 Grader Summary

The customer successfully resolved the issue by logging into myrouter.info and resetting the admin password via the recovery key, achieving full resolution. However, the agent provided materially incorrect technical information — falsely claiming the cloud service was discontinued and that the default admin password is 'admin' — which contradicts KB documentation for SPNM6x/LN1600 models. These inaccuracies prevent T3 from being higher than Not Met, despite the successful outcome.

V1 Case Analysis

Customer forgot Wi-Fi and router admin passwords after security incident. Agent guided to view Wi-Fi password on iPhone and reset admin password using recovery key via myrouter.info. Customer confirmed access. Agent incorrectly stated cloud service was discontinued and failed to capture model/serial early.

Troubleshooting Steps
  • Advised viewing Wi-Fi password on iPhone via Wi-Fi settings
  • Directed to local router login at http://myrouter.info
  • Guided through admin password reset using the 5-digit recovery key
Key Observations
  • Agent falsely claimed the Linksys remote-management cloud service was discontinued, which is incorrect per KB documentation.
  • Agent delayed collecting the model number (MBE7000) and serial number until late in the call, violating protocol.
  • Agent correctly identified local access via myrouter.info and guided recovery key reset accurately.
  • Agent referred to the Linksys app as 'Instas', likely a transcription artifact.
Positive Highlights
  • Correctly instructed the customer to view the Wi-Fi password on her iPhone (Settings → Wi-Fi → info icon → View Password).
  • Accurately guided the customer through the admin password reset process using the five-digit recovery key on myrouter.info.
  • Confirmed with the customer that she successfully logged in before ending the call.
Agent Errors / Gaps
  • Falsely claimed that the Linksys cloud service (linksyssmartwifi.com) was discontinued, which is materially incorrect and contradicts KB documentation.
  • Failed to obtain the product model and serial number early in the call, delaying accurate troubleshooting context.
  • Misnamed the Linksys app as 'Instas' (likely a transcription artifact, but still reflects unclear communication).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms success: 'I'm in there... I appreciate it' and 'I've got it. I'm in there.' Issue resolved via local access and password reset.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through iPhone Wi-Fi password retrieval, identified correct local access URL (myrouter.info), and led recovery key reset — all relevant, sequential troubleshooting steps.
R3 Met Correct resolution path conf 95%
Agent correctly pursued local access (myrouter.info) and recovery key reset — appropriate best-effort path for out-of-warranty device; avoided unnecessary escalation.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify router model early; asked irrelevant question about 'link to Synotech.com'; did not diagnose root cause (misunderstanding of cloud vs local access) until late; no logical diagnostic sequence.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used myrouter.info and iPhone 'view password' correctly, but incorrectly assumed cloud server was discontinued — skipped checking KB or account status to confirm.
T3 Not Met No misinformation conf 95%
Agent stated cloud server was 'discontinued' (contradicted by KB); claimed default admin password is 'admin' (contradicted by KB which states the default for SPNM/LN series is the WiFi password on the sticker). Both are material inaccuracies.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provided step-by-step guidance but lost control during long silences, asked for photo of label too late, and introduced confusion with 'Instas app' and 'BlueStacks'.
C2 Partially Met Confirmed understanding conf 80%
Agent attempted to slow down for customer but used confusing terms ('Instas app', 'BlueStacks') and did not adapt language after customer expressed confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent stayed on call, did not transfer, and followed through until customer confirmed login success.
O2 Met Proactive follow-through conf 95%
Agent gave clear next steps: use myrouter.info, reset password with recovery key; customer confirmed resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolvable at L1 with correct information.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'that's unfortunate' but responses were largely transactional; minimal acknowledgment of emotional distress beyond surface-level sympathy.
X2 Partially Met Tone & rapport conf 80%
Agent acknowledged customer's age and need to slow down but continued using technical terms and did not adjust tone or pacing after confusion arose.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by guiding directly to myrouter.info and recovery key, but introduced avoidable steps (asking for photo, suggesting BlueStacks) that increased customer effort.
Call Transcript34 turns · 36 lines
Speaker 1
Hi, this is Lisa Ballard. Okay. Well, I was hacked not too long ago. So, I changed my linksys remote Management.com password, and then I changed the password to[silence] my Wi-Fi password, and I thought my Wi-Fi password was ******, but it's not working. So now I just tried to get into Linksys remote Management, didn't get in there, so I changed that password again. Now I I still can't freaking get in. I I don't know. I'm having a very difficult day. I I mean, well, I was going to go into Linksys app. Well, I was going to go into remote Management and then check my Wi-Fi password, but because I changed everything in the in the house, but now when I try to use it, it's not working. But the things that were already hooked up were working, but then I try to use it for something else, it's not working. I don't know. I don't know what I've done. I need help.
00:00
Speaker 2
Are you trying to log into the system settings or does the link just ask you?
01:00
Speaker 1
[ silence ] [ silence ] [ silence ] So, right now, I've gone to linksys, remote, management, dot com, and I changed my password. [ silence ] [ silence ] [ silence ] But then when I go to the link to smart, wi-fi, sign in, it doesn't work. It won't sign in. [ silence ] [ silence ] [ silence ] Leave me here. [ silence ] Yes. Linksys, remotemanagement, dot com. [ silence ] And I'm trying to log in and it won't let me log in, even though I just changed the password. [ silence ]
02:00
Speaker 2
Sorry, I didn't notice how extreme, but yeah, you went to link to Synotech.com. Is that what you said? Huh? But, then, what I, yeah, I think it will not work because the cloud server has been discontinued. So, if you're trying to log in using your account, it's not possible.
02:00
Speaker 1
Oh, the links is, did you, okay, so my computer is on Wi-Fi and it's running. That's the only way my computer will go on the Internet is through Wi-Fi and it's running. But what I wrote down as my Wi-Fi password, when I try to put it on something else, it says it's not valid. It doesn't hook up. I don't, I need to go in and see what my Wi-Fi password is, I guess. So, okay, so first of all, I'm
03:00
Speaker 2
No. Uh... Uh are you are you doing remote access to your router settings? are you planning to do that or just want to manage the uh router? [silence]
03:00
Speaker 1
The link to remote management no longer works, right? Okay. My iPhone is connected to the Wi-Fi connection. Okay. I'm going by the Wi-Fi, so there it is. Right. Oh, okay. View. Oh, I see it now. Okay, there's my password. Sorry. [silence]
04:00
Speaker 2
Yes, correct. I also you again you can still login using the local access which is the admin password. And if you want to know the password of your router, is there like a device that's still connected to the Wi-Fi right now? other than your computer? Do you have phone I phone connected to the Wi-Fi? All right, can we go to your iPhone settings and Wi-Fi settings? Then beside the network name that your iPhone is connected to, there's like information icon it is a blue circle with a eye inside. Tap that. And then there's a yeah view password.
04:00
Speaker 1
I obviously updated it one time and totally forgot that I did that. Oh. Yeah. That'll probably work because it's different than what I had. See what happened somehow they got into my computer. Even though I had bitdefender and I have a different IP address for my router and I had thought all these passwords for my router and my Wi-Fi. They got into my computer and they accessed my bank account and stole all my money. So I've been I've been busy trying to change all the passwords and I was so inundated I must have written down I wrote it down wrong.
05:00
Speaker 2
right is that the password you've been looking for or no or is that the password you wanted oh okay yeah hmm oh yeah that's unfortunate but yeah [ silence ]
05:00
Speaker 1
You know what I'm saying? That let's be the one, that's the one that seems to be working. So now I can go back over here and see if I can. I don't know how to do this. So tell you what, I'm about ready to quit doing everything on the computer. I'm about done with it. Did you help me? I got the right password down, I think. Because if it's working on the iPhone, it's got to be the correct password. I had written down something different for some reason. So, thank you. And I didn't know that the remote wouldn't work. How do I get into the app here locally at my house? How do I get into my house?
06:00
Speaker 2
Okay, but that's the password you created, right? That the one showing your phone, correct? You just need to download the Instas app and open it. It will ask to set up a new product or manage select.
06:00
Speaker 1
[silence] Hold on a second. Hold on a second. I'm on a Windows computer, how do I get the app? Where do I get the app? Oh, I can't. Okay. You're losing me, okay? I'm old. You're going to have to slow down. Okay, so I'm on my desktop computer and I got a new tab open on my
07:00
Speaker 2
Manage Wi-Fi and there's two options to login, which is email and then password of that email, but that's not working anymore. So go to router login or router password, select that. Will ask for or it will ask for router password. I set a router password. And if you forgot the router password, by default, it's admin, A-D-M-I-N. But if you created a password, then you forgot it, uh, forgot password. Okay, you can download the app in your Windows computer unless you download the a simulator, a BlueStacks or something. But, but yeah, you can use the web, web address or web settings. I'm sorry, Kasia. What was that? Got it.
07:00
Speaker 1
What do I type in? [silence] Just walk over here. It's on the other side of the house. [silence] Of course. Let's see. Okay, here it is. Go to camera. [silence] Let's see if I can read it.
08:00
Speaker 2
How about we start with the serial number and model number? Because I'm still not sure what, what device we're talking here. Model number. You, you can take a photo of that at the bottom part. You can take a photo so you won't need to go back and forth if you need something.
08:00
Speaker 1
Yeah, I'll be able to read it. I zoomed in. Okay. You're used to dealing with this, so you've got it all in your head. It's all, I hadn't messed with it since I installed it. Once I install it, I never mess with it again. So then I don't remember. My husband says I can't even remember what I had for lunch yesterday. Okay, so I've got the serial number and the Mac address. And okay, so what do I do now? Okay. Okay, five nine A10 Mary 2 Baker Dog 0 0 2 7 5.
09:00
Speaker 2
we can start with the actual number. Just give me the serial number for now and the model number.
09:00
Speaker 1
Okay. Well, M. Mary Baker, Edward, 7000. That's me for 41 years. The internet is spectrum, internet. Yeah. Yep.
10:00
Speaker 2
Alright and the model number Got it thank you I also can see your account right here lisa ballard right okay and see it but who's your internet provider I forgot to ask the name I mean sprint got it alright back to your computer that's the desktop right okay I'm gonna give you a web address tap it into the URL bar or the browser search bar of your
10:00
Speaker 1
Yep, I'm ready. My router. Dot info. Okay. Okay. Access. The Wi-Fi password or the router password? All right, we'll try the Wi-Fi one first.
11:00
Speaker 2
if you're using Chrome. You ready? That is myrouter.info. Enter the password. The password that you think will work on that. You can try. Router password. But the Wi-Fi password might work. So you can try. [silence]
11:00
Speaker 1
No, I didn't like that one. So, let me do the, okay. So, I wanna do the what I had down for the router password. It's much harder. This one must have worked. I wanna circle this because this is a good one. I got a notebook with 400 that were in it. It's like, [silence] Must be working because it's taking a while. [silence] It's just sitting there waiting and spinning. I don't understand. [silence] Okay so that definitely, I will go back.
12:00
Speaker 2
Okay. But is it working? Does it work? Or did it not? Okay. All right, what happened? Oh, okay.
13:00
Speaker 1
Wi-Fi passwords don't change this one. This is not what it is. It's still doing the same thing. It says still waiting, not doing anything. It's okay. Okay, it's reloading the page.
14:00
Speaker 2
It's just loading. Oh, OK. OK, can you reload the page?
14:00
Speaker 1
thing. It's it's spinning up there. What did I do? Lose my internet? Okay, gotta put in the. password again. yeah Let's let's try to, okay, let's try this. Oh, where'd I get the history, I don't want history. Okay.
15:00
Speaker 2
Oh, instead of that, let's reset the password. It will not affect your Wi-Fi password though. So there's an option, reset password, and it will ask you for a recovery key that's the five numbers located at the bottom of the router, bottom part of the router. Enter that. But you have to click reset password first. Hm? okay.
15:00
Speaker 1
Okay, reset password. Recovery. Okay, submit. Okay, admin password. Okay, reset. Of course, you can't see it and you hope you don't make a typo. [silence]
16:00
Speaker 2
Right now, admin password.
16:00
Speaker 1
Okay, now it's sitting and waiting. Okay, it's on now. Okay, so, like I said, in three times, yep, there's my password. That's what I needed to know. Okay. Okay. So that's all I was doing. Basically, that's all I was trying to do is get that one, because I had written down something else and it wasn't working. But I knew that everything in the house is working. So I know I had it at one time, I just wrote down the wrong thing. So now I've got it. I'm in there. So I always go to MyRouter.info, and it will bring up the router automatically, right? Okay, got you. Okay.
17:00
Speaker 2
OK that's and this how you are. OK. I think. Hmm. Yes correct. I mean not automatically you'll have to enter the password and you will see the dashboard of the router.
17:00
Speaker 1
I'm in there. I appreciate it. You made my life a little easier today. Thank you again. [silence] No, I think I'm good. I really do appreciate it, Will. Thank you. Okay. bye bye.
18:00
Speaker 2
You're very much welcome. Happy that I was able to help. And yeah, you have questions? Anything else I can help you? Just making sure. Alright. You're very much welcome. You take care. Have a good one. Thank you. Goodbye. [silence]
18:00