V2 Rubric Detail — b4f407ee-6f3f-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-23 20:11
Duration
7m 22s
Contact
Paul F
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00134516
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400_wifi password retrieval

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership3.50/5
EscalationN/A
Customer Exp2.86/5
Overall26.4% (-29.6)

V2 Grader Summary

The agent failed to follow the correct protocol by skipping the non-destructive recovery-key method for a forgotten admin password and instead directed a factory reset. Despite empathetic tone and a clear follow-up plan, no actual resolution was confirmed, and the troubleshooting path was technically inaccurate and unnecessarily disruptive.

V1 Case Analysis

Customer forgot admin password on EA-series router (E5400) with no connected devices. Advised factory reset (hold reset button 30 sec), then reconnect using default Wi-Fi credentials and access router via myrouter.local or 192.168.1.1. Agent will email instructions to paulye627@gmail.com.

Troubleshooting Steps
  • Confirmed no device was connected to the router's Wi-Fi.
  • Advised a factory reset as the only method to regain access.
  • Provided correct local access URLs (myrouter.local and 192.168.1.1).
  • Collected customer email for follow-up instructions.
Key Observations
  • Agent provided an incorrect reset duration (30 seconds instead of the KB-recommended 10–20 seconds for EA-series routers).
  • Agent did not confirm the exact router model before giving model-specific instructions, risking misapplication of guidance.
  • Customer requested slower speech at [06:00], but the agent did not adapt, potentially impairing comprehension.
  • Agent collected customer email and ISP (Spectrum) but did not verify serial number or warranty status.
Positive Highlights
  • Correctly identified that a factory reset was necessary due to no connected devices and forgotten admin password.
  • Provided accurate local access URLs (myrouter.local and 192.168.1.1) for EA-series routers.
  • Proactively offered to send follow-up email instructions, improving the likelihood of self-help success.
  • Collected customer email and confirmed ISP, aiding future case tracking.
Agent Errors / Gaps
  • Provided an incorrect reset duration of 30 seconds for EA-series routers (per KB: 10–20 seconds).
  • Did not confirm the exact router model before giving model-specific instructions, which could lead to incorrect guidance for other models.
  • Failed to adapt to the customer’s request for slower speech, potentially reducing comprehension.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent instructs factory reset and re-setup but does not confirm resolution of the password issue or verify success.
R2 Not Met Diagnostic thoroughness conf 94%
Agent skips non-destructive recovery-key method and jumps directly to factory reset without attempting access via recovery key or confirming device connectivity.
R3 Not Met Correct resolution path conf 93%
For EA series, the correct path for forgotten admin password is to use the 5-digit recovery key first; factory reset is inappropriate as a first step.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent identifies forgotten password but asks no diagnostic questions (e.g., whether any device is connected, presence of recovery key, or ability to access UI).
T2 Not Met Appropriate tools / resources used conf 88%
No tools or resources (e.g., recovery-key procedure, admin dashboard check) were used; agent relied solely on verbal instruction without leveraging KB-backed recovery method.
T3 Partially Met No misinformation conf 85%
Agent correctly provides myrouter.local and 192.168.1.1, but instructs 30 seconds for reset — EA series requires only 10–20 seconds, making this a minor inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent sets expectation about follow-up email and timeline but lacks clear opening framing and smooth transitions; call flow is disjointed.
C2 Not Met Confirmed understanding conf 85%
Customer explicitly asks agent to speak slower due to comprehension difficulty; agent apologizes but shows no observable adjustment in pace or language.
Customer Ownership
O1 Partially Met Ownership & empathy conf 82%
Agent owns sending an email with steps but fails to attempt the proper recovery-key method, opting instead for a destructive reset prematurely.
O2 Met Proactive follow-through conf 95%
Agent clearly states they will send an email within 3–5 minutes after the call, specifying timeline and next step.
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 — issue was within L1 scope via recovery-key method.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent repeatedly apologizes ('sorry', 'it’s not your fault') and thanks the customer, showing empathy despite communication challenges.
X2 Partially Met Tone & rapport conf 80%
Agent acknowledges request for slower speech but does not demonstrably adjust tone, pace, or complexity; engagement remains transactional.
X3 Not Met Overall experience conf 92%
Agent directs customer to perform full factory reset — which erases all settings — instead of using the non-destructive recovery-key method, adding unnecessary effort.
Call Transcript14 turns · 15 lines
Speaker 1
Hi, I got a Linksys I think the model number is something that starts with an E like maybe 5400 or something else along that line
00:00
Speaker 2
Welcome to [silence] [title].
00:00
Speaker 1
500 or one of the other possibilities that start with EE. And uh, I have since lost my password. And um, the original one doesn't go in. And, you know, I don't know how to change my password. Uh, yes. Oh, I, I know. Yeah. I know. So, we'll slide it open, and it's, I don't see a sleeve. Goes all the way to the bottom, but then there's a sleeve at the bottom that holds the bike. Oh, I see. So maybe you need to pull the bike up a bit higher, wait, and then slide it open? [silence] Yeah.
01:00
Speaker 2
[silence]
01:00
Speaker 1
access, you know, the, you know, I'm, I'm, I'm without internet assistance except on my phone. I'm sorry, what? No, uh uh. It, that, um, that I suppose it's the problem. But, um, you know, I, I can open up my, my laptop and, and, and try that original password, but it's not working. If I change it, I don't remember changing it. I mean, you know, it's just a, you know, a random number, the original one, and I have no idea what if anything I might have changed it to, if in fact I did change it.
02:00
Speaker 2
So your phone, is your phone connected to the Wi-Fi? Uh, sorry, sorry, sorry to interrupt. Um, is your phone connected to the Wi-Fi of the linkSys? [silence] Hmm. Okay. because the last option, sir, if if you don't have a device currently connected right now. So, we don't have a way to access the web interface. So, you can -
02:00
Speaker 1
Okay, so I I got to go to the device and reset it. And then, I'm sorry. Reset it and then. [silence]
03:00
Speaker 2
so you can take a check or change the Wi-Fi password. So, last option is to reset the router and then once you reset it, it will revert back to its default Wi-Fi name and Wi-Fi password that you have underneath. So, you can use that one to connect for the meantime and then set it up again. You need to set it up so it will reconnect with your internet service provider so it will have internet. Yes. Reset and then set it up, sir. Reset? Set it up again. So, for this one, go to your E5400, reset it. You have to press and hold the reset button there for 30 seconds.
03:00
Speaker 1
Okay. Uh-huh. Oh, I would like that. Yes, it is Paulie, P-A-U-L-I-E 627 at Gmail.com. Yep. [silence]
04:00
Speaker 2
And then after 30 seconds, give it some time to recover 2 to 3 minutes, and then after 2 to 3 minutes, then connect to the default credentials, Wi-Fi name and Wi-Fi passwords. You can use your phone. And then once you're connected, open a browser and then go to myrouter.local or 192.168.1.1. If you want sir, I can send you an email type by type for this. Okay. Can I ask sir an email? So what I have sir is Paulye627@gmail.com. Okay. And first name and the last name. Okay. A.. All right. And then for this one Paul, let me just double check here. You don't [silence] apparently have the serial number for with you for the E5400, right? Um, okay. And who is - I see this. Fine, Norris. And who is your internet service provider? Um, who is your internet?
04:00
Speaker 1
What is it you speak as a native tongue? But I'm having a little trouble understanding you. So if you know, maybe go just a little bit slower. Can you help me with that? Oh, it's not your fault. You know, I can't here. It'll be a normal conversation if we were doing it your way. Um, so what is it that you want from me? Uh, uh, what do they call themselves? Spectrum and they'll say charter, but it's Spectrum. Okay.
06:00
Speaker 2
Ah, yes, sir. Sorries. uh, yeah, for this one. Okay, sir. But, um, um, who is your internet provider? Spectrum. Okay. So I'll just finish, sir, this case number here and then, um, I will send you an email. Give me, maybe, 3 to 5 minutes after this phone call and then check your email and then you can, do the troubleshoot equip steps, the reset and then reconfiguration. So, I hope it will help your, the problem.
06:00
Speaker 1
[silence] Okay, thanks. Bye. Uh no ma'am, thank you very much, appreciate your help. Tell the boss, give you a raise. Bye now. You too.
07:00
Speaker 2
check your email after five minutes alright you're welcome sir any follow up questions oh okay you're welcome you're welcome thank you so much sir you take care have a good day bye bye
07:00