V2 Rubric Detail — a1b12918-60d1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 11:28
Duration
10m 7s
Contact
+33758548549
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall54.9% (-1.1)

V2 Grader Summary

The agent correctly identified the resolution path for a legacy WRT3200ACM but provided materially inaccurate information about the admin password and failed to fully resolve the issue. While ownership and next steps were clear, technical accuracy and customer experience were compromised by lack of empathy and incomplete communication.

V1 Case Analysis

Customer unable to log into WRT3200ACM router; admin password unknown. Agent advised factory reset and access via myrouter.local, but provided several inaccurate technical statements about router capabilities.

Troubleshooting Steps
  • Incorrectly stated WRT3200ACM cannot be managed via app or cloud (00:03:00-00:05:00)
  • Claimed cloud services are discontinued for this model (00:05:00-00:06:00)
  • Suggested using a 5-digit recovery key that does not exist (00:07:00)
  • Advised factory reset without specifying 10-second hold requirement (00:08:00-00:09:00)
  • Directed customer to use myrouter.local for local access
Key Observations
  • Agent made multiple false claims about WRT3200ACM capabilities (app/cloud management, recovery key)
  • No serial number, warranty, or case details were collected despite troubleshooting a legacy device
  • Factory reset instructions were incomplete (missing 10-second hold requirement)
  • Agent initially failed to identify router model until customer provided it
  • Local access URL (myrouter.local) was correct but given without proper context or validation
Positive Highlights
  • Eventually confirmed router model (WRT3200ACM) after customer provided it
  • Correctly identified local web UI as fallback access method
Agent Errors / Gaps
  • Stated WRT3200ACM cannot be managed via app or cloud (false per KB - local web UI is primary method)
  • Claimed cloud services are discontinued for this model (false - cloud access is available via linksyssmartwifi.com)
  • Mentioned a 5-digit recovery key for WRT3200ACM (does not exist on this model)
  • Did not provide correct factory reset procedure (press and hold reset for ~10 seconds)
  • Incorrectly implied myrouter.local is the only access method without confirming device state

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not confirm resolution; customer never verified access after reset instructions, and issue remained unresolved at call end.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent identified the router model and correctly advised factory reset and local web access, but skipped basic diagnostics like checking LED state or current password attempts.
R3 Met Correct resolution path conf 94%
For a legacy WRT3200ACM, factory reset and local browser access is the correct path; agent followed appropriate resolution for out-of-warranty hardware.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent asked for model number and confirmed it was a legacy unit, but failed to ask about LED status, prior setup attempts, or current admin password behavior.
T2 Met Appropriate tools / resources used conf 91%
No tools (remote session, logs) were available or necessary; agent used correct KB knowledge for a legacy model without over-relying on unsupported tools.
T3 Not Met No misinformation conf 95%
Agent stated 'there's no admin password' for WRT3200ACM, but per documentation, default is 'admin' — this is materially incorrect technical guidance.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic call flow but allowed long silences, failed to set initial expectations, and did not manage transitions clearly.
C2 Partially Met Confirmed understanding conf 86%
Agent used terms like 'passthrough' and 'cloud services no longer available' without simplifying for customer; did not confirm understanding after key explanations.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent owned the case throughout, did not transfer, and provided complete next steps despite customer confusion.
O2 Met Proactive follow-through conf 90%
Agent clearly instructed: perform factory reset, then access via myrouter.local — specific, actionable next steps were given.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remained professional but never acknowledged customer frustration, repeated login failures, or effort already invested.
X2 Partially Met Tone & rapport conf 85%
Agent stayed on track but used a flat tone and repeated phrases without adjusting pace or style to customer’s confusion.
X3 Partially Met Overall experience conf 83%
Agent instructed full factory reset (high effort), but did provide direct path forward via browser, reducing future steps.
Call Transcript19 turns · 20 lines
Speaker 2
[KEEP_UNCERTAIN] Welcome to linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling linksys. My name is Venn. And we'll help you today. Oh. Oh.
00:00
Speaker 1
Using uh my VPN on items. I've not been using it through the router. I'm now trying to connect the router, uh, router, whatever you want to call it. Um, and I don't know what I'm doing wrong. I can't get, I can get the router to give a a Wi-Fi signal, but I can't get the router to show up in link's uh app or do anything sensible. Uh, I have been, yeah. So, basically when I go into the app, there's various things that come up. I think, I don't know whether the problem is that there's already ExpressVPN on the router so it's not letting me in or whether it's the I'm plugging something in wrong or link isn't finding it. I really don't know. Uh, yeah, I can do. Um,
01:00
Speaker 2
Just now are you trying to enter the Linksys smart wifi app? I I see. But to clarify, are you currently able to enter your Linksys app or not? [silence]
01:00
Speaker 1
So, yeah, I'm opening the app, now, it's asking me for the, I'm just trying to load into it, that's why, it's asking me for the root password, but I don't have the root password. Yes, I'm, yes, but I don't know what my admin plug, I'm, I'm unable to set it up. I'm trying to put the router in line so that I have the VPN on the router. Um, but the the version of the router, which is on the, sorry, the version of the,
02:00
Speaker 2
Your router password is your admin password. That's the one that it's inquiring for. Are you currently near the physical device? All right. What seems to be the. What seems to be the current issue? Are you unable to use your VPN with the router?
02:00
Speaker 1
the VPN which is on the router is expired and I have another one so I need to swap those over but I can't even get the router to do anything at the moment. Hello. Sorry, I couldn't hear you at all then.
03:00
Speaker 2
In terms of any kind of VPN changes for the router, I'll set expectations that Linksys routers are designed only to be passthroughs, which means they cannot be managed while using the Linksys router. The VPN must be managed first before trying to connect it with the Linksys device. Uh hello. Once again, our Linksys routers are designed to be passthroughs only, which means that they cannot be managed either using the app or using the settings on the router. They receive the connection with the VPN, but they cannot be managed. [silence]
03:00
Speaker 1
Okay. So, but what what I'd like help with is I've got so. If I understand rightly, so I I have B we k telecom is my internet provider, and I have I have their box in my house. So all I've done is I've plugged my linksys uh router into one of the ports on that. So that then my my my expectation was that the internet would then be available via the linksys.
04:00
Speaker 2
It means your router can use the VPN, but in terms of managing your VPN or any changes with it, the router cannot do those kinds of things. The VPN that you have must either be already managed or configured beforehand, before trying connecting it to the Linksys.
04:00
Speaker 1
this router, is that correct? Okay. And I can, I can achieve. I suppose, one of the issues that I have is that it's constantly asking me for my admin password, and I don't know what my admin password is. Okay, but when I try to register it, because it was previously registered or because other Linksys devices are registered, it's not showing up in the Linksys app for me. so I can't register the device in the Linksys app. Are you able to see what I, what I see? what, sorry?
05:00
Speaker 2
00;02;44;00 - Yes, that should be correct if the router is solid blue. [silence] 00;02;54;22 - Uh-huh. [silence] 00;02;56;08 - They're 00;02;56;48 - default, [silence] 00;02;57;17 - there's no admin password. [silence] 00;02;59;20 - You need to create one [silence] 00;03;0;27 - for it. [silence] 00;03;24;23 - Cloud services in the Linksys is no longer available. [silence] 00;03;33;04 - Cloud services in terms of connecting the Linksys either using the email and password is no longer available. [silence] 00;03;42;02 - Accessing the router is only available through
05:00
Speaker 1
Right. But I don't know what my admin password is. Yes, it doesn't do that. Every time I tried to do that, it's not successful and it goes to the - it said it can't communicate with the cloud. I am, yes. [silence] Sorry. Okay, so router password, yeah, and then how do I know what my router password is? [silence]
06:00
Speaker 2
Through local access. That's why it's now requiring you to input your Admin password. If you cannot remember your Admin password, there is an option there to reset the password and create a new one. When you tried to log into your Linksys, were you given two options: email or router password? Did you click router password? You click on router password, not email and password. You reset the router to reset to factory settings. You then reset it to get a new password.
06:00
Speaker 1
Okay, I'll press. So, I don't enter anything, I'll press reset button. Okay. Ah, okay. Okay. Bear with me. This is progress. Um, Okay, so that that would be it would it say Linksys and then the number. Um, It It doesn't say recovery key, but I can see the number I think it is. I I can see a five digit number. No, that's not the key. Um, there's nothing underneath that says recovery key.
07:00
Speaker 2
You clicked Reset Password. Put in the 5 digit recovery key underneath the main router. [silence] underneath the unit there's a 5 digit recovery key. It's indicated there as recovery key.
07:00
Speaker 1
I've got wireless password what is the model the model is a wrt 3200 acm okay so so if I go online somewhere I can use this this code can I to to recover it
08:00
Speaker 2
what's the model of your router right now? [silence] yes, the current model you're using. [silence] For the WRT32ATM, this one is not designed to be managed in the Linksys Smart Wi-Fi app, this is an older unit designed only to be accessible on the web interface either on a laptop or a computer. there's no recovery key for this one as of yet since the unit is a legacy router. [silence] No, once again there's no recovery key for the router and if you can no longer remember the admin password for this router, I will set the expectation [silence]
08:00
Speaker 1
Okay, and and how do I do a factory reset? Okay. And then when I turn it back on again, I will be able to reset the password but not in the app. So I would then be able to do that online, yeah? Okay, so I just search Linksys on a Web browser, do I? Okay. All right, thank you.
09:00
Speaker 2
Yes. no. Once again, it's not designed for the app. Yes. On a web browser. You just search my router.local all in one word. All right. Thank you so much for calling Lynx Systems. Take care and have a great day.
09:00