V2 Rubric Detail — ba4ba1c2-69a2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 16:45
Duration
13m 50s
Contact
Weslie Wilson
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent explicitly stated 'I cannot assist you' and refused to offer the documented non-destructive password recovery method, effectively abandoning the case.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to apply the documented five-digit recovery key procedure, instead insisting on a factory reset as the only option and ultimately disengaging with 'I cannot assist you.' This constitutes avoidance and results in a complete failure to resolve a common, solvable issue. The agent also provided technically inaccurate information about firmware updates, further undermining trust and accuracy.

V1 Case Analysis

Customer unable to log into router admin using 'admin' password. Agent incorrectly advised full factory reset as only option and provided false firmware update warnings. Customer declined reset and ended call frustrated. No model/serial/warranty details collected.

Troubleshooting Steps
  • Asked if 'admin' password was being used
  • Suggested full factory reset as only option
  • Incorrectly stated firmware updates would be unavailable after reset
Key Observations
  • Agent failed to offer the standard password-recovery process using the five-digit recovery key printed on the router label, which is the correct method per KB (linksys_now_login_admin.md).
  • Agent provided materially incorrect technical advice: claimed resetting would prevent future firmware updates — this is false as firmware updates are delivered over the internet and are unaffected by configuration resets.
  • No product details (model, serial number, warranty status) were collected, violating protocol for troubleshooting calls.
  • Agent did not acknowledge or validate customer frustration, contributing to poor communication and call termination.
  • Agent incorrectly implied Linksys system changes could break the 'admin' password, when default credentials depend on model/firmware and are not altered by Linksys backend changes.
Positive Highlights
  • Agent correctly stated that Linksys cannot access or change the customer's router password, maintaining security boundaries.
  • Agent remained polite and did not push paid support, respecting customer autonomy.
  • Agent confirmed customer identity (Wesley Wilson), showing attention to basic case management.
Agent Errors / Gaps
  • Did not follow the password-recovery procedure from KB (linksys_now_login_admin.md), which clearly outlines the five-digit recovery key method.
  • Provided incorrect guidance that resetting could prevent future firmware updates, contradicting universal_firmware_update.md and standard KB.
  • Suggested a full factory reset as the only option without mentioning the non-destructive recovery method, creating unnecessary data loss risk.
  • Failed to collect required product details (model, serial number, warranty status), violating support protocol.
  • Did not provide any self-help resources (KB articles, support URLs) or actionable next steps after customer declined reset.
  • Lacked empathy and failed to de-escalate customer frustration, leading to premature call termination.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered only factory reset as a solution, which the customer refused, and closed the call without restoring access or providing a viable alternative.
R2 Not Met Diagnostic thoroughness conf 95%
Agent asked only one diagnostic question about password type and immediately recommended a factory reset without exploring recovery options.
R3 Not Met Correct resolution path conf 97%
Agent failed to offer the non-destructive five-digit recovery key method documented in linksys_now_login_admin.md, instead insisting on a full factory reset as the only option.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent identified the symptom (wrong password) but did not ask about the recovery key or perform any logical diagnostic steps to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use the documented password recovery procedure via the five-digit key, which is a required tool for this scenario according to KB.
T3 Not Met No misinformation conf 93%
Agent incorrectly claimed the router 'does not have any more firmware updates' and that resetting 'might not work anymore' — information not supported by any KB and factually misleading.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set expectations, allowed long silences, and did not guide the interaction toward resolution, losing control of the call.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but failed to adapt to customer frustration or confirm understanding of the recovery process.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent repeatedly stated 'we cannot assist you' and disclaimed responsibility instead of owning the case and guiding the customer through recovery.
O2 Not Met Proactive follow-through conf 95%
No clear next steps were provided; agent offered no follow-up or actionable path forward beyond an undesirable factory reset.
O3 Not Applicable Closure confirmation conf 100%
This was a first contact with no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted, as the issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to evaluate.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered a generic apology but did not acknowledge the customer's repeated efforts or express genuine empathy.
X2 Not Met Tone & rapport conf 90%
Agent maintained a passive, disengaged tone and did not adjust to the customer's increasing frustration or desire to resolve the issue.
X3 Not Met Overall experience conf 95%
Agent forced the customer to consider a full system reset, which would require re-pairing devices and reconfiguring settings, significantly increasing effort.
Call Transcript27 turns · 27 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. [silence] Please have your device's serial number ready. For assistance, press one now. [silence] For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. [silence] Please select from the following options. [silence] For in warranty products, our support team is available to help with performance and hardware issues. Please have your device's serial number ready. For assistance, press one now. [silence] For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support
00:00
Speaker 1
Hi, yeah, I was trying to get in get into the, uh, Linksys, uh, Wi-Fi, smart Wi-Fi, and it says that my, uh, router ID is not correct. [silence] Yeah, the Linksys smart Wi-Fi. I usually use that every now and then I go in and look at it. And uh, when I went in the other day, it said that it doesn't exist anymore, that you have to go and use the, uh, use the, uh, my router.local. I tried the other one, but that didn't work.
01:00
Speaker 2
Hi, thank you for calling linksys technical support. This is Rio. How can I assist you for today? Um, you mean router password, sir?
01:00
Speaker 1
I went into my router.local. I got up to the router, access router, and it says that, uh, are you sure you're using the right password? For the router, so I couldn't sign in. [silence] When I first set it up, I used admin. I always use that. [silence] But then I changed it, and that didn't work when I changed it. I couldn't do, I couldn't do everything I wanted. So I changed it back to admin, and it seemed to be fine again. So I didn't do anything else. [silence] I did. I typed in admin with a capital A-D-M-I-N. Then I typed it in with just the
02:00
Speaker 2
I see. Now, uh, just to confirm, do you not remember the router password when you first set up your whole system? Yeah. Ooh. Okay. How about right now? Did you try to use admin? Also, to log in? Uh, hmm.
02:00
Speaker 1
you know, a small A-D-M-I-N, but it doesn't seem to want to let me in. Yeah, it it still says that are you sure you're using the right password? There might be different passwords associated with Wi-Fi. Doesn't want my. It says access router. It does want the password, my regular password. Oh. It says router password. Yes. [silence]
03:00
Speaker 2
So, it's still incorrect. Did you enter the Wi-Fi password or just the router password? OK. Sir, I was able to pull up a record for you in the system using the number you called in here. Am I speaking with Mr. Wesley Wilson? OK. Now, sir, just to set proper expectation, if by chance you wanted to uh create a new router password.
03:00
Speaker 1
I, no, I don't, I don't want to create a new one at this point. That was months ago. I did and I've been on and then I changed it back that same day because I couldn't do what I wanted to do with the with the, I don't know what happened. So, I just changed it back to admin. I and my record stated I'm back to admin. Yes. [silence]
04:00
Speaker 2
uh um uh you really need to uh uh uh go ahead okay So, so the the admin password sir, It uh the admin password did not uh let you go through, so you only have one option to create a new one. However, for you to create a new one, you need to reset your whole system. You're you're going to reset your whole system from the beginning that you have your uh links device. So setting up your router, meaning to say, you're going to delete your current router settings, the Wi-Fi name and the Wi-Fi password. That's that's the option that you have. How
04:00
Speaker 1
Yeah. So you're saying that you're saying I can't access the Linksys Smart Wi-Fi anymore. Because I'm not going to pay, I'm not going to pay anything. So, what are you saying?
05:00
Speaker 2
no sir no it's okay I'm not asking you to pay okay meaning to say sir if if you're going to reset your system right now and you're going to reconfigure the system again it might not work anymore because you don't have anymore firmware updates available you can access the link to Linksys Smart Wi-Fi however the password for your router is incorrect that's why you cannot access the link to Linksys Smart Wi-Fi I understand inmate therefore we can only assist you now if you're using a new device oh okay
05:00
Speaker 1
Okay. So basically that means I don't have access to this Linksys Smart Wi-Fi anymore, right? Because I'm not I'm not going to take a chance and try to restart my system just because the access router code is not working for me anymore. So since I'm not going to do that and you can't help me, that means that I can't use Linksys Smart Wi-Fi anymore, right? Okay. So I get no help. Okay, that's fine. I'll just use what I have.
06:00
Speaker 2
not log in. So, the resolution for that is to reset your whole system. And again, just a heads up, if you're going to reset and reconfigure your system, it might not work anymore. So, I cannot recommend you resetting your system. Hmm? Right now, sir, yes. Yes, sir. That's correct.
06:00
Speaker 1
But, I hope you remember this. I won't get another, when I'm, when, when this one is done. Because I don't like what had just happened, and, and I'm a little annoyed. But, that's okay. Not a problem. Uh. No, no, I just called because I told you everything I had to say. I told you that I had it and I was able to change my router because I thought admin was common. I did change it. But, then things didn't work the same way.
07:00
Speaker 2
hm. We apologize to hear you experienced this but then again, uh, if that's what you wanted then we highly respect your decision. So, um, anything else that you want me to asest? Yes, sir.
07:00
Speaker 1
way they always did when it was admin so I changed it back to admin and things seemed to work again. now you have something new and the admin doesn't work that I changed it. uh huh. I didn't ask you to change my password. It was the router password that I used to have admin. I told you I changed it and then things didn't work the way they did before. it was not admin so I changed it back to admin and and it worked and I was able to get in. I was able to get in using admin in the past but now that you have made a change to your system now it doesn't work so it's not like uh huh I
08:00
Speaker 2
Well, in our, in our side, sir, we don't, in our side, we don't change anything and we cannot change also your password because we don't have any access to that. [silence] I'm sorry, sir, you've mentioned.
08:00
Speaker 1
Well, let me put it this way. The last time I logged in, I didn't have any issues. And I also had my, my, um, because I keep a record of all the passwords. And the last thing I have written was that I changed it back to admin because things didn't work and everything was working. And I've been on, I've been on the router since then. I've been on Linksys Smart Wi-Fi since then, and I didn't have any trouble. But now, and it's been a while since I went to get on to the Linksys Smart Wi-Fi because my, my password works, my, you know, that, that works, but this router password doesn't work. Unless the router password is the same as my, let me try to
09:00
Speaker 2
We've changed something in our system. Can you tell me more about it? What changes we have applied?
09:00
Speaker 1
Let me try my regular password. Maybe that's what it wants. I'm not sure, I hope not. Hey, you know. Cuz I'm gonna try that. The password I put in to get to where I'm at. Maybe that'll work. But this router password, cuz they say use Admin. And I tried that, but I told you the story already. So... Well... Are you still there? Okay. Well... I
10:00
Speaker 2
Well, we did not make any changes, sir, with your router. Your router does not have any more firmware updates. So regularly, your router password that you've set up, that's the automatic router password, and we cannot make changes with that. I'm still with you, sir.
10:00
Speaker 1
Right, uh, like I said, I used admin and it doesn't work. And I didn't change, I did change it once and and it says, this message says are you sure you're using the right password? There might be different passwords associated with your Wi-Fi. And I did make one router change. I told you in the past but I changed it back to admin. I told you that about three times already. Right. I changed it. That's why I changed it. But then it didn't work the way I it used to before it was admin. So I had to change it back to admin. I don't want you to make changes.
11:00
Speaker 2
. Yes, sir. But then, again, we did not apply any changes with your router's password. We cannot do that in our end. You are the only one who have an access to your account. Even in our system, we don't have that. Unfortunately, sir, I cannot make any changes with that.
11:00
Speaker 1
All I want to do is be able to get in the way I did the last time I used this this this WiFi. The uh the the the LinkSys Smart WiFi. That's all I'm asking. I'm not asking you to do anything else. Obviously something happened that I can't get in. If that's what you can tell me. If if we're going to go around in circumlocution, if we're going to do that, then I guess I have nothing more to say and you have nothing more to say cuz we could say the same thing all day. But we don't want to do that. So if you can't help me, then we might as well say goodbye. Okay?
12:00
Speaker 2
As the system says detected at the password is incorrect, it will really not allow you to login.
12:00
Speaker 1
if I want no, I I don't all I wanted to do is get into my cis wi-fi. That's all I want to do. I don't want to learn anything more or do anything else. And if and if what I told you is not good enough, then like I said, let's say goodbye. All right. Bye-bye. [ silence ]
13:00
Speaker 2
Yes, sir. Unfortunately, I cannot assist you and if you want to check other information, you can visit the link sys website. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] If you want to check other information for your router, you can check the link sys website. Support.linuxsys.com [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] All right, sir. You have a nice day ahead, sir. Bye-bye for now.
13:00