V2 Rubric Detail — b01eb192-7a25-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 17:02
Duration
9m 43s
Contact
518-776-4683
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall19.4% (-2.6)

V2 Grader Summary

The customer's admin password issue was not resolved due to incomplete troubleshooting and lack of Recovery Key guidance. The agent initiated a technically plausible path by checking for the 'Reset password' option but failed to complete troubleshooting, provide accurate model-specific guidance, or maintain call control. The interaction collapsed due to poor communication and lack of ownership, resulting in no resolution. However, some diagnostic elements were present, warranting Partially Met on T1, T2, and R2 rather than Not Met.

V1 Case Analysis

Customer unable to access router admin (forgot/changed password). Agent failed to provide factory reset instructions; call ended without resolution.

Troubleshooting Steps
  • Collected customer name, phone, and email.
  • Assumed device model was MX4200 without confirmation.
  • Asked if 'admin' password worked.
  • Asked if a 'reset password' option was visible on the login screen (non-existent feature).
Key Observations
  • Agent incorrectly assumed the device model without confirmation (transcript [02:00]–[03:00]).
  • Agent asked about a non-existent 'reset password' option on the login screen (transcript [06:00]), contradicting KB guidance (linksys_cloud_account.md).
  • No factory reset instructions were provided—the only valid method to recover a forgotten admin password (KB: linksys_cloud_account.md).
  • Call ended in silence with no closure, escalation, or next steps (transcript [09:00]).
Positive Highlights
  • Polite greeting and collection of basic customer information (name, phone, email).
  • Attempted to confirm the customer was viewing the login screen and asked about the default 'admin' password.
Agent Errors / Gaps
  • Failed to verify the correct product model (assumed MX4200 without confirmation).
  • Provided incorrect guidance by asking if a 'reset password' option was available on the login screen—a feature that does not exist on Linksys routers (KB: linksys_cloud_account.md).
  • Did not instruct the customer to perform a factory reset (hold reset button 10–15 seconds), the only supported method to recover a forgotten admin password (KB: linksys_cloud_account.md).
  • No valid next step, escalation path, or self-help resource was provided.
  • Allowed the call to end in silence without attempting to re-engage or close properly.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer remained unable to log in or reset password; no resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent confirmed access to 192.168.1.1 and asked about 'Reset password' option, aligning with KB guidance, but did not guide through full recovery steps (e.g., Recovery Key).
R3 Partially Met Correct resolution path conf 85%
Agent attempted to guide toward password reset path (valid per universal_password_login.md) but failed to complete it or escalate; did not mention factory reset or escalation despite blockage.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (can't log in), confirmed access to 192.168.1.1, and asked if 'Reset password' option was visible — targeted questions aligned with KB. But did not confirm Recovery Key availability or firmware status.
T2 Partially Met Appropriate tools / resources used conf 84%
Agent used knowledge of default password ('admin') and prompted customer to look for 'Reset password' — consistent with KB. Did not reference Recovery Key or direct UI URL, but basic tools were partially applied.
T3 Partially Met No misinformation conf 90%
Agent suggested 'admin' as a default password. Per universal_password_login.md, 'admin' is the default for standard routers (EA/MR/MX/WHW), which includes the MX4200. However, the agent failed to provide the necessary follow-up regarding the Recovery Key for the reset process.
Communication
C1 Not Met Clear & professional language conf 93%
Agent allowed long silences, failed to re-engage, and showed no control of the interaction flow.
C2 Not Met Confirmed understanding conf 92%
Agent used fragmented, unclear language and did not confirm understanding or adapt to customer’s confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership — no commitment to follow-up, no transfer, and call ended without resolution.
O2 Not Met Proactive follow-through conf 94%
No next steps, timeline, or follow-up plan was established before disconnection.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior case history existed to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Customer was blocked from accessing admin UI and could not reset password. Escalation or clear fallback (factory reset) was warranted but not offered.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy or patience; responses were abrupt and mechanical.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pace to the confused customer and failed to keep engagement.
X3 Not Met Overall experience conf 92%
Customer was forced to repeat information and was not guided through efficient steps.
Call Transcript12 turns · 14 lines
Speaker 1
Ocalo, can you slow down? That was way too fast your name is what, Palo, okay, and the number is, yeah, I think that 11039 is that right, on this problem? Yes. [silence]
00:00
Speaker 2
Welcome to Linksys 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.Linksys.com for more information about your product. Thank you for calling Linksys. My name is Paulabade 911039. Is this your first time calling or do you have a ticket number? Oh, my name is Paolo. Uh, 11039, sir. That's my badge ID. And, um, is this your first time calling, sir?
00:00
Speaker 1
Gerald G-E-R-A-L-D, Murray M-U-R-R-A-Y. I'm going to give you my cell phone number. Um, it's going to be Uh oh, I may have got the wrong model here. I have a Oh 518 475 8771. Okay. Now for the information, MS
01:00
Speaker 2
I see. Uh, before we get started, allow me to create a record. Can I have your first name, sir? And your last name? Thank you, Gerald, for this information. And can I have your phone number? That's uh, 5184758771
01:00
Speaker 1
200 yeah zero WA to I W at NY cap dot R dot R.com yes. Yes. Okay. There are actually five of them, but at the moment I've only got one of them running. Three eight. You one zero.
02:00
Speaker 2
And going back a bit, may I know your email address, sir? Okay, can I probably interchange the letter here, Gerald? What I've got here is wa2_iww, is that right so far? At nyat rr.com. I see and let's go back. You gave me MX4200. Maybe I know the serial number, sir? Let me read this back. It's 34 you for uniform, 10M, 5 two, seed for Charlie, 10 four to two. Last question, may I know who's your internet service provider? And while the system is validating the ultimate status of the device, how may I help you today, sir?
02:00
Speaker 1
and I may have to finish, even though I didn't really want to change the password, I may have to go through and finish it.
04:00
Speaker 2
Okay. All right? Okay. Yes, sir. Okay.
04:00
Speaker 1
Change password icon and I'm thinking that the system may actually be insisting that I finish that, whether I want to change it or not. Does that make sense? Yes. Yes. 192.168.1.1. I'm looking at it says sign in with your router password and what happened is oh, let me double check my um case key here, you know because the password's going to be case sensitive. I'm trying I'm trying admin, which is the default, right? Doesn't work. So what happened is I'm wondering if I may have actually changed the password um and forgotten.
05:00
Speaker 2
not quite there just let me verify a couple of things okay when you mentioned access valve uh... you're about to access the interface of the main node. do you still have that screen there? Okay. yeah have you tried at sir? admin
05:00
Speaker 1
not noticed. you know I may have succeeded into changing it into something else no I didn't work either. I'm going to try one more password that it might have been. So I may have lost my password. I may have to reset everything. now um Yes, give me a moment. Something's happening here. I actually I Now, what happens is
06:00
Speaker 2
Okay. Okay. Let's try the second password. Okay. And I have a question with that. Since you're looking at the screen, uh, sir, do you have an option in the lower right to click reset password, sir? Or, um, [ silence ] Um, is there any other options that comes in from there? i'm just let you know i'm here okay? uh... uh... hello sir... is it still there? hello...
06:00