V2 Rubric Detail — b1858924-74ef-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 01:53
Duration
21m 22s
Contact
Troy Nunennlly
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135447
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
—
Ticket subject: EA7450_Forgot router password.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical1.56/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp1.43/5
Overall58.9% (+2.9)

V2 Grader Summary

The customer achieved a successful setup after a factory reset, but the agent provided materially incorrect technical information by stating the default admin password is 'admin' (contradicted by universal_password_login.md for several model families). Additionally, the agent failed to identify the model to check for non-destructive recovery options like the five-digit recovery key. Resolution was achieved via a disruptive method due to these technical gaps.

V1 Case Analysis

Customer forgot router admin password and could not log in. Agent advised default admin password (admin) and instructed a 20-second factory reset. Customer was guided to use the router-password login option in the Linksys app and reconnect using the default Wi-Fi credentials printed on the router.

Troubleshooting Steps
  • Confirmed the customer was using the Linksys app for login.
  • Provided default admin password information.
  • Explained and instructed a factory reset (hold reset button 20 seconds).
  • Guided the customer to use the router-password login option in the app and to use the default Wi-Fi credentials printed on the router.
  • Suggested deleting and reinstalling the app if login issues persisted.
Key Observations
  • Agent attempted a warranty lookup using the customer's email but found no record, indicating a support eligibility check was made.
  • Default admin password was stated as 'admin', which is incorrect for SPNM/LinksysNOW devices (e.g., SPNM60, SPNM62, LN1600) where the default is the Wi-Fi password on the label (per universal_password_login.md and linksys_now_login_admin.md).
  • No model or serial number was collected, a critical protocol miss for password-reset cases where default behavior varies by device family.
  • Agent did not verify that the customer successfully logged in after the reset or confirm the router model to ensure accuracy of guidance.
  • Call contained long silences and inefficient flow, with the agent not regaining control after customer digressions.
Positive Highlights
  • Attempted to verify warranty status using customer email, showing proper support eligibility process.
  • Provided clear step-by-step instructions for performing a factory reset.
  • Correctly guided the customer to use the router-password login option in the app instead of email.
  • Offered alternative troubleshooting by suggesting app deletion and reinstallation.
Agent Errors / Gaps
  • Missing collection of product model and serial number.
  • Provided potentially incorrect default admin password ('admin') without confirming device family, which is wrong for SPNM/LinksysNOW devices.
  • Did not verify successful login after factory reset.
  • Failed to regain call control during long silences and customer digressions.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'That's all I need. Thank you very much' and agent affirms they can now create their own WiFi name and password; setup proceeds successfully.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about login method (app vs browser) and suggested default admin password, but did not verify model type or check for recovery key option before recommending factory reset.
R3 Partially Met Correct resolution path conf 80%
Factory reset was offered as the only solution, but agent did not first confirm model type — for SPNM/LinksysNOW devices, recovery key (non-destructive) is preferred over reset; this missteps on best-fit path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (can't log in) and asked about access method, but failed to ask for model number or check if recovery key was available, skipping key diagnostic steps.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent used KB knowledge appropriately but missed opportunity to use model-specific guidance — no attempt to identify model (e.g., via serial, label, or app) to determine correct default password or recovery method.
T3 Not Met No misinformation conf 95%
Agent repeatedly stated default router password is 'admin'. Per universal_password_login.md, this is incorrect for SPNM60/62/LN1600 series where the default is the WiFi password on the sticker, and for newer IMDA-supported mesh systems where no default exists. Providing 'admin' as a universal default is a material inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent guided interaction with step-by-step instructions but lacked initial framing, clear transitions, and allowed long silences; call flow was reactive rather than controlled.
C2 Met Confirmed understanding conf 90%
Agent used plain language (e.g., 'press and hold reset button for 20 seconds'), repeated instructions, and adapted to customer's pace and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on guiding the customer through reset and login steps.
O2 Partially Met Proactive follow-through conf 75%
Agent gave next steps (reset, wait for SSID, log in with admin), but did not clarify that post-reset setup wizard would reconfigure everything, leading to customer uncertainty about what needed to be changed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a password recovery issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer's frustration, age ('we're old'), or effort; no empathy statements or recognition of difficulty with forgotten password.
X2 Partially Met Tone & rapport conf 80%
Agent used simple language and repeated steps, but did not check comprehension after key instructions (e.g., after reset, during login), leading to repeated confusion.
X3 Partially Met Overall experience conf 75%
Agent avoided unnecessary repetition but required customer to delete and reinstall app unnecessarily — could have guided through browser login instead, reducing effort.
Call Transcript42 turns · 43 lines
Speaker 1
$10. $2. huh. This is a serial number. This one may be the bit. What's your name again? Lectell, it's a beautiful name. Hi, my name is Troy. And I have a link to this product but I'm trying to change some passing...
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. [silence] Hi, thank you for calling Linksys. My name is Raquel and how may I assist you today? [silence] My name is Raquel. Thank you. [silence]
00:00
Speaker 1
[silence]
01:00
Speaker 2
[silence] Can you see the okay. Yes please. Uh-huh. Okay. uh-huh. Uh-huh. Uh-huh. Uh-huh. [silence] Uh-huh. Alright, thank you. [silence] And the model number as well, [silence] showing on the router.
01:00
Speaker 1
I set up a password on this thing and I don't remember it or why. The We start to be over that month of July and we then. What is it that makes this so much newer? I mean, we're pretty tough, Yep. Yep. Hold on. what are you doing? A7. F4, 50 No, when I first got it I called and set it up. I didn't have this phone at that time, so. key as in Tom. None.
02:00
Speaker 2
[silence]
02:00
Speaker 1
N u N N as in Nancy the N U N N 7 1 at Gmail. Score anomaly. Which part? First, all of it.
03:00
Speaker 2
Mm-hmm. All right, thank you. Let me check it using your email just for a moment. It seems that no record on this email, but no worries, I'll create one here. I may have again your first name and last name just address you properly. How do you spell that? Yes, please, just to make sure. All right, thank you. And while my system checking the warranty and support of your Linksys router, going back to the password, are you referring Okay, um let me check when you tried to login. Uh did you log in locally? using the uh URL link? Okay, let me check. Is it yousing the Linksys app? Or using a web browser? Okay, when you when you refer for the router password to login into its settings? By default, its router password is word admin. That's the default password if you are logging in into the router settings.
03:00
Speaker 1
sign in their link is hold on one second I'm gonna have my wife do it on her phone while I'm on the phone with you. as you say login as admin. well I I I just changed the password. so I was able to login and it just totally shutting me out. what does it send this to? what does it send this to? email router password.
05:00
Speaker 2
and blocking using a web browser okay yes but just to make sure there are uh two types of passwords for your Lynki cis rutters first one is the one that you use to login into its settings to manage the devices and to see what devices are connected to the router password I see mm-hmm ma'am what's the error or is it just routing you to a different page
05:00
Speaker 1
Logan. Now, where's the set? Call again. and the router password. It says it's not right. So it is. Wh refers to hint and we don't know what it is. Yes. Yes, it is.
06:00
Speaker 2
okay can you use the log router password do not use email use the router password tap or hit or select router password and try word admin is there a hint showing on that page okay I see so that means you've already created one before and this type of router if the only way to log in back if you forgot your router password is to reset it to that you'll be able to log in using the default password what's the default password well now it's not an actual meaningful password so you can use the talk password to log in and what is the default admin as in literal what is the default admin password that's the default admin password [silence] I'll use the anybody password yeah [silence] I'll try admin now okay let's try it again okay the admin now okay you what okay [silence] okay [silence] [silence] well now the screens okay [silence]
06:00
Speaker 1
Okay. [silence] Okay. [silence] How do I do and how do I do that? Okay. [silence] Okay. Okay. Okay. So, And then I can change everything. all right? So the blue button or the red one. I need a something to. Yep.
07:00
Speaker 2
reset, reset it to factory settings. This setting will delete the existing router password and your Wi-Fi, network. By there is, reset is by pressing and holding the reset button at the back. But please take note, once it's reset, you'll temporarily lose Wi-Fi connection or internet connection, but it should connect back. And the Wi-Fi name and Wi-Fi password at the bottom, that will be its new Wi-Fi name and Wi-Fi password. Then the router password for login is admin. Yes. That's the W uh, the red one.
07:00
Speaker 1
And how long do I hold that for? Let's see. you do this right? She said 20 seconds then we're going to lose all the Wi-Fi, right? okay if it's blinking, that means it's reset okay okay [silence]
08:00
Speaker 2
You can press and hold it for 20 seconds. Yes. Yes, that's correct. Indicate a successful reset. And then once done, wait for its, make sure it's broadcast. It's Wi-Fi signal. So it should be back to Linksys 05796.
08:00
Speaker 1
Well. Say it again. Hold on, write this down. You say, on your smart phone open Wi-Fi Wi-Fi name okay. Link 796. 0 5 0 between okay. Y'all. then that's what we connect to. and the password would be. okay. okay. and that's it. Can you- see if you got Wi-Fi on your phone
09:00
Speaker 2
it would be its Wi-Fi name on your smartphone open Wi-Fi and look for the Wi-Fi name the Wi-Fi name should be links 05796 and connect to that. Yes. Yes. Found at the bottom of the router, the default Wi-Fi password. You may use that.
09:00
Speaker 1
it what's up and running so so we gotta set this all up right yes it should be the name login yeah already using onyx's product oh i have to do it through my email oh hold on she's trying to sign into it we don't have wi-fi it's not working right now on the the router's back started but do i need to change everything
10:00
Speaker 2
Can we just a top log in, then do not run the setup wizard, then select log in using router password, not email. We're not going to use email, but select the router password option. Mhm.
10:00
Speaker 1
And how do I do that? The router. Okay. All right. Hold on. You got the links to set right? Yes. Bear with us sweetheart, we're old and you can't see. We have a new ink product we want to sell up on or we already have one and log in. slug in? I can't log in. You've got to give the passwords on this modem. That's the name on that paper and then the password is what is the password on this sweater?
11:00
Speaker 2
that's where we're going through the app, the Linksys app. So you're already connected to the Linksys- 5511956, right? Okay. And let's open the Linksys app. Okay, no problem.
11:00
Speaker 1
admin. adminEDMOND is the password admin A-G-M-I-N right? A-G-M-I-N I'm at yeah you have enough pains can we it says request password the password is not admin The password is admin right? So what do I do now? Request password
12:00
Speaker 2
Okay. The login password is admin, A-D-M-I-N. Should be all l lowercase. That's for your A-D-M-I-N- admin. Yes. Should be all small letters m. Yes. Since you reset the router. Okay, how about this thing Should be. Oh, silent
12:00
Speaker 1
Yes, yes. And it says, uh, request password. Please. if you don't know the password, you can ask nearby contacts who are already connected to this network. That's what it says.
13:00
Speaker 2
Sense. Let me double check. So, you're already on the Linksys app. Then, when you enter the admin, it's requesting for a password, right? You're at the Linksys app. Okay. Let's try copying that one, request password. [silence] Okay, how about since you're having trouble with the app, the other ways to access the router setting
13:00
Speaker 1
Is it capital A maybe? I do not I have phones that's it. Hold on a second I'm trying to log in again. It's saying request password that's what it keeps saying. [silence]
14:00
Speaker 2
hes in order to modify some settings. We can use a - it should be all small letters but how about this. We'll use - Oh, do you have a computer or an iPad that we can use to login into your router settings using a web browser? uh-huh. Oh. Only the phone. How about this? Delete the linksys app and reinstall it. Okay. hmm. Okay, try to force close the app and the smartphone that you're using right now, is it running in iOS or Android?
14:00
Speaker 1
I need to download link from download again. OK. Thank you.
15:00
Speaker 2
All right, we'll try to delete the app next. Let's delete the app. Close it for the meantime, then delete the app. PSPs from your app store or Play Store.
15:00
Speaker 1
but okay it says capital I might be seeing the model that at the very bottom it says happy use my email address right uh it's a picture of
16:00
Speaker 2
All right, and let me know once you have it and open the app.
16:00
Speaker 1
[silence] [soft sound] a phone, [silence] a Wi [silence] and your Wi-Fi. [silence] That's it. That's all you got. [silence] You want me to log in using my Wi-Fi. [silence] We're trying to log into the router but it wants a password. [silence] Scrolled the screen down on an [silence] Android and try to connect [silence] to the Wi-Fi. [silence]
17:00
Speaker 2
Okay, so you're on the login page, and there are two options to log in there, right? Using email and using router password. We will select the uh, using router password only. Select that. You may know what exactly is showing on the app right now. Okay, just to make sure we're on the same page. You selected the router password login, right, during the login page.
17:00
Speaker 1
[silence]
18:00
Speaker 2
Okay, I see. How about this? Let's open Wi-Fi on that Android phone, like, show the available network. And we'll make sure you are connected to the linksys Wi-Fi, linksys- 5796. You may use the Wi-Fi password found at the bottom of the router. That will be its default Wi-Fi.
18:00
Speaker 1
It is connected. Okay. It says it's connected. Now what do we do? I want to go into the controls and like operate everything. Go back to the links to sap and then log in by using the browser password. Agree to the terms and conditions. Install router. Now it's going to do a setup. Yep. Install router, right?
19:00
Speaker 2
All right, let's. let's go back to the Linksys app. We're going to try logging in using the router password. okay. Yes, I can
19:00
Speaker 1
okay. Yep. Yep. Yep. Yep. Next. Next. Next and next. Welcome to the service improvement by reporting. Yeah absolutely. You are a doll. Thank you so much for helping. It is still loading. I just wanted to say thank you. That's doing some updates or something. man this thing was expensive. Wi-Fi name, Wi-Fi password, Wi-Fi. So that's going in Wi-Fi name password and everything. So I can change all.
20:00
Speaker 2
yes, sorry, next? Okay. All right. My pleasure. No problem. And what it says now on the app is it's trying to connect to the other call parties. Okay. No, yeah.
20:00
Speaker 1
Okay. Okay. Okay. That's all I need. Thank you very much, sweetheart. You have a wonderful evening. All right. Thank you .
21:00
Speaker 2
Yes, you can now create your own WiFi name and WiFi password. [silence] You're most welcome. Just follow the step on the app so that you'll have your configured WiFi. [silence] Welcome, have a wonderful night. Thank you for calling.
21:00