V2 Rubric Detail — b55f5718-612c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 22:20
Duration
13m 31s
Contact
Jim Cheng
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132493
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WRT3200ACM_Router password
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent failed to apply known, non-destructive recovery method (Recovery Key), offered incorrect information, and disengaged without resolution or escalation, effectively avoiding responsibility for a standard-issue scenario.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical1.56/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to resolve a forgotten admin password issue by skipping the required Recovery Key procedure, providing materially inaccurate information, and abandoning the call without escalation. Multiple critical failures in protocol, accuracy, and ownership resulted in a fully unresolved case with avoidable customer effort.

V1 Case Analysis

Customer unable to log into router admin page due to forgotten admin password. Agent provided incorrect reset advice (claimed power-cycle resets password). No resolution achieved.

Troubleshooting Steps
  • Requested model and serial number (partially captured).
  • Asked if customer had reset the router.
  • Provided incorrect advice that default password is 'admin' and that power-cycling resets the password.
Key Observations
  • Agent incorrectly claimed that default admin password is 'admin' (09:00–10:00) — contradicts KB; WRT series uses label-based password.
  • Agent falsely stated that power-cycling or restarting the router resets the admin password (10:00, 12:00) — only factory reset via reset button does.
  • Model and serial were partially captured but not verified (06:00–07:00); agent misheard serial as ending in '38' instead of '68'.
  • Call ended abruptly without recap, empathy, or next step (13:00), leaving customer without closure.
Positive Highlights
  • Agent initiated collection of model and serial number early in the call (05:00), following protocol intent.
  • Attempted to gather customer contact details (name, phone, email) which were fully captured by transcript end.
  • Asked if the customer had already attempted a reset (11:00), showing attempt to assess prior actions.
Agent Errors / Gaps
  • Incorrectly stated default admin password is 'admin' for WRT3208AC (should be printed on device label).
  • Advised that power-cycle or restart resets admin password — factually false; only factory reset via reset button does.
  • Failed to guide customer through proper 10-second factory reset procedure.
  • Misheard and incorrectly recorded serial number (said '804138' instead of '804168').
  • Did not confirm model number spelling despite customer spelling it out (W-R-T-3-2-0-8-A-C).
  • Did not create or cite a case number or provide any follow-up mechanism.
  • Abandoned call without confirming outcome or setting next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never restored access to the router; customer remained unable to log in despite reset attempts.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped the non-destructive Recovery Key method and incorrectly suggested only a power cycle or reset button, failing to conduct meaningful troubleshooting.
R3 Not Met Correct resolution path conf 95%
Agent failed to follow the correct resolution path by not offering the Recovery Key reset first, which is required before factory reset for forgotten passwords.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (forgot admin password) and asked for model/serial, but did not probe further or verify reset execution.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used no tools beyond basic KB recall; missed opportunity to guide customer through Recovery Key — a documented, non-destructive tool available on this device type.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated default admin password is always 'admin' and that power cycling resets the password — both are false per KB; Recovery Key is the correct method.
Communication
C1 Not Met Clear & professional language conf 90%
No call framing, poor control during silences, and abrupt ending without transition or closure.
C2 Not Met Confirmed understanding conf 90%
Used technical terms without confirmation; did not adapt to customer’s confusion or check understanding after key steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Did not take ownership — offered no follow-up, escalation, or commitment to resolve; abandoned issue mid-call.
O2 Not Met Proactive follow-through conf 90%
No next steps, timeline, or follow-up provided; call ended with customer still locked out.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue was unresolved and required escalation, but agent did not escalate despite failing to resolve a basic login issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy expressed; no acknowledgment of frustration or difficulty despite repeated failed attempts.
X2 Not Met Tone & rapport conf 90%
Did not adjust pace or tone; customer showed confusion but agent did not rephrase or confirm comprehension.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial and model multiple times due to poor listening and note-taking, increasing effort.
Call Transcript19 turns · 20 lines
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's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
Yes. Uh, I.
04:00
Speaker 2
[silence] Thank you for calling Linksys. This is Gail. How may I help you?
04:00
Speaker 1
I set on a Wi-Fi smart mod roder I have the log in and password but after a log in it has to be the associated not the password but I forget that one can you guys help me be set there or Yeah I signed in before but I get back my link smart Wi-Fi password my email and the password but after I've not eight but it asked me to associate nother password I forget this one I tried so many times so Yeah, hold on
05:00
Speaker 2
OK. So you're having problem right now with the router password. OK. So before we continue, let me just create a record for this. Have you called Linksys before or this is the first time? OK. OK. I'm sure. Let me just create a record. Again, can I have the model number and serial number of your Linksys device?
05:00
Speaker 1
so you need a serial number or and the motor number is up the oh, what is the serial number? Which one is if is that an X, Z, M, or model number? And okay, 1, 9, 8, 1, 1, 1, 6, 0 8. A is the letter A. Now, A 0 4 1 6 8. Okay, hold on. Hold on, give me one second.
06:00
Speaker 2
Yes, serial number. Yes, S-L-Y-S-N. Sorry, I don't apologize. I didn't get it. Can you repeat the serial number?
06:00
Speaker 1
OK [silence] yes [silence] [silence] [silence] [silence] [silence] [silence] yes [silence] [silence] [silence] the model number is W like William's R like Robert T like Tom [silence] [silence] 3208 A like Apple C like Charley and like Mary [silence]
07:00
Speaker 2
Okay, let me just check if I got it correctly. That's 1-9-8-1-1-1-6-0. A for apple, 8-0-4-1-3-8. How about the model number? Okay. Okay and who's your internet service provider?
07:00
Speaker 1
646 508 5520. Jim? Jim? Yes. Jim. Jim. Okay. Okay. CHENG. no C like Charlie, H like Harry, E like Eileen, and N like Nancy, G like George. My email is Jim, J I M-C H E N G 2 7. No, I try to log in my Wi-Fi router. It's like 1 9 2 dot 1 6 8 dot 1 dash 1. So, I try to log in my to reset my Wi-Fi password.
08:00
Speaker 2
correct okay how about your email address so that's your first name and last name number 27 at gmail.com correct okay and again sir you were trying to um access the app using your smart wifi account
09:00
Speaker 1
okay but uh because i here i- i have the first i have to log but i have to log in account to reset my Wi-Fi password right so i i but when i was log into link Linksys Smart Wi-Fi account so he asked me to put the loader password so what is the loader password yeah but i i reset there i reset there so could you uh i already choose my own password before [silence]
10:00
Speaker 2
So, you want to reset. Okay. So the router password actually, sir, is by most routers, older routers, by default, it's admin, A-D-M-I-N. Okay. So in that case, sir, if admin doesn't work and you forgot your password that you have created, that means there's no option to reset. The only way to reset the password is to restart your router, turn it off and turn it back on.
10:00
Speaker 1
No. No, no, no. So, I also reset the machine, the loading machine, but it's still not working. That's why I'm calling you. See you guys can reset that so I can use my again. Yes. Yeah, hold on. Let me try that. Looking at oh, wait. OK. I think you're right
11:00
Speaker 2
to reset the device. But when you access that number, is there an option to do the reset on the page? Like when you type, when you click on local, there's no option to reset. Mhm. Okay. Did you already reset the router? And still the same, the router password did not work the admin or
11:00
Speaker 1
Yeah, it's not working. I press the I pressed reset in the machine. So I when I key in the MS in the in the password but it's still not working, I say. That's why can you guys just reset it now or so I can go back to admin. I tried like a long, almost like a minute. It's supposed to be working, right, because if I press reset. Yeah. Yeah. Yeah. [silence] I know, oh, yeah. Uh huh. Yeah.
12:00
Speaker 2
uh-huh. I don't think we can reset it from our end. The only way to reset it is through the device. Okay. Like the reset on the on the bottom on the router. Okay. How many seconds did you reset the router to? Yes, that should work. The admin password should work if you've already reset the router.
12:00
Speaker 1
like this. i don't know somehow they just keep on on
13:00
Speaker 2
uh...But are you calling from you're calling from Canada or U.S.? Hello? [silence]
13:00