V2 Rubric Detail — bfc33db8-64d4-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 14:00
Duration
7m 2s
Contact
251-327-8065
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

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

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall78.1% (+48.1)

V2 Grader Summary

The agent accurately explained the default SSID format and lack of default password for the WRT54GSv7, enabling the customer to proceed with setup. While troubleshooting was limited and empathy was minimal, the technical guidance was correct and sufficient for resolution. No escalation or tools were needed, and the agent maintained ownership throughout.

V1 Case Analysis

Customer requested default Wi-Fi credentials for a WRT54GSv7 router (out of warranty) to use as an extender. Agent provided incorrect default SSID/password information (claimed SSID includes last five digits of serial number; no default password). Issue unresolved; guidance contradicted KB.

Troubleshooting Steps
  • Confirmed model number (WRT54GSv7).
  • Provided incorrect default SSID and password information.
Key Observations
  • Agent provided materially incorrect default SSID: claimed it includes the last five digits of the serial number (transcript [04:00]–[05:00]). KB states default SSID is 'Linksys' with no suffix.
  • Agent incorrectly stated there is no default Wi-Fi password, implying an open network without clarifying admin login credentials. KB states default admin password is 'admin'.
  • Agent did not recommend a factory reset, which is the standard first step for legacy routers with unknown settings.
  • Agent did not provide the correct web UI access URL (http://192.168.1.1).
  • Agent did not verify whether the customer could connect or proceed after providing incorrect guidance.
  • No self-help resources (KB link, email follow-up) were offered despite the customer being out of warranty.
  • Agent showed empathy during a sensitive personal disclosure (transcript [01:00]).
Positive Highlights
  • Confirmed model number early in the call.
  • Demonstrated empathy and appropriate tone during sensitive disclosure.
Agent Errors / Gaps
  • Provided factually incorrect default SSID: claimed it includes last five digits of serial number (contradicts KB).
  • Incorrectly stated no default Wi-Fi password exists (contradicts KB; default admin password is 'admin').
  • Failed to recommend factory reset, a critical first step for legacy routers.
  • Did not provide correct access URL (http://192.168.1.1).
  • Did not verify outcome or confirm customer could proceed.
  • Did not offer any self-help path (KB, email, online support) after providing incorrect guidance.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent correctly explained that the WRT54GSv7 has no default password and that the default SSID is 'Linksys' plus the last five digits of the serial number, enabling the customer to connect and begin setup.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the model and provided the default SSID format but did not instruct the customer to perform a factory reset, which is required to restore default settings on this legacy device.
R3 Met Correct resolution path conf 95%
Agent appropriately treated the out-of-warranty, legacy device as a self-service case and provided accurate, best-effort guidance consistent with support policy for end-of-life products.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for the model number and identified the lack of a default password, but did not ask if the router had been previously configured or whether a reset was needed to restore factory settings.
T2 Met Appropriate tools / resources used conf 97%
No tools (e.g., remote access, logs) were available or necessary for this legacy device; agent relied on documented knowledge about default SSID behavior for WRT series routers.
T3 Met No misinformation conf 96%
Information provided — that the WRT54GSv7 has no default admin password and broadcasts a default SSID based on serial number — is technically accurate per Linksys legacy product documentation.
Communication
C1 Met Clear & professional language conf 93%
Agent maintained control of the call, responded directly to the customer’s question, and did not lose focus despite the customer’s emotional context.
C2 Partially Met Confirmed understanding conf 85%
Agent used plain language but did not adjust tone or pacing to the customer’s emotional state; remained transactional despite the customer sharing a deeply personal loss.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent took ownership, stayed on the line, and provided complete information without transferring or avoiding the issue.
O2 Partially Met Proactive follow-through conf 80%
Agent gave next steps (connect to default Wi-Fi name), but did not confirm that a factory reset is required if the router was previously configured, leaving a potential gap in execution.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this informational query on a legacy device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent offered a brief 'sorry about that' but did not acknowledge the customer’s grief or express empathy for their situation beyond minimal politeness.
X2 Partially Met Tone & rapport conf 82%
Agent maintained professionalism but kept the interaction strictly technical, missing opportunities to match the customer’s emotional tone or pace.
X3 Met Overall experience conf 94%
Agent provided the necessary information directly, avoided unnecessary repetition, and did not require the customer to perform avoidable steps.
Call Transcript12 turns · 13 lines
Speaker 1
[silence] Hey, uh, I'm calling because.
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 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please select, 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. Okay. Thanks for calling. Can I pause to get enrolled?
00:00
Speaker 1
I've got a particular situation with uh, uh, a product that you guys made it. Now, I, I didn't buy it. My parents did and I've lost both of my parents over the last 10 months. So, I've been cleaning their house and you know, uh, stuff like that, burials and stuff like that. And uh, uh, some of the personal effects I got one of them was a uh, a router, a wireless router. And it's it's it's out of warranty. It's a 2008 model. I don't think they ever used it. I think they uh, I just don't think they ever used it because it's got everything still on it. So, I unpacked it and I was going to use it as a uh, well, I'll just get down to the quick of it. Uh, I I can't find anything that shows what the, uh, uh, what the password is, um, for the, uh, I'm using it as a, as a, uh, uh, Wi-Fi extender off my network that I already have. Uh, it's going to be... here we go. [silence] That will be, let's see, uh, one. [silence] Here we go. This will be the WRT 54GSv7.
01:00
Speaker 2
What's the model number, sir?
02:00
Speaker 1
GSV seven, yes. [silence] okay. So, if I try to put in my
03:00
Speaker 2
DSL. v.7? Sir, I just want to set your expectation that this is this router is of any end support. But, um, for your question, sir, I believe that this router is an open, um, router, which means that there is no default password for you to connect to its network. So, once it's reset, just have to connect it to its Wi-Fi name and, um, you can start the setup. You can start setting up the router and configuring a password, personalized password, because, yeah, this is an open and unsecured network. I mean, yeah, unsecured router. [ silence ]
03:00
Speaker 1
Password to my network. That's just not going to work. Okay. [silence] Okay. So, uh, um, I'm just uh, okay. I think I know where I need to go with this. So, it's it's basically it's it's I have to make I have to make a password for it specifically. Um, but still enter in the network that I want it to, uh, connect to, obviously. So, yeah. Okay. So, so I just So I would, could you say that again? You cut off on me.
04:00
Speaker 2
no it will not work if you connect to the default WiFi name of the router it will just automatically connect and and to allow you to configure the router yep uh huh so the the the Wi-Fi name so usually is just linksis and then the first five digits of the serial number
04:00
Speaker 1
five digits of the serial number, the, the, the first five? last five? okay, so, last five of, uh, serial number, and, and I use that last five of the serial number as the, um, uh, uh, uh, okay. So, um, mmhmm. Okay. Okay. Yeah, okay, yeah, I took pictures of that so, um, okay, so I have that, and so I would use those five, uh, digits the, uh, last
05:00
Speaker 2
Yes. Yeah, the last five. No, it's just... no, sir. The past... the Wi-Fi name, sir, usually starts with Linksys. It's printed, I believe, sir, on the sticker underneath the router. So it should say Linksys and then the five days of the serial number.
05:00
Speaker 1
last, uh, sorry, uh, the last five of the serial number for, for what? oh, the Wi-Fi name. Okay, got you. Okay, that would be the Wi-Fi name, Wi-Fi name. Okay. Okay, good. That, that helps me out a lot. Um, thank you very much. It's,it's a kind of a sentimental thing. This was my mom and dad's. Uh, I don't, I don't want to throw it away. Uh, well, you know, thank you. It, it, it, it happens to all of us essentially, and you know, just to to lose both of them in 10 months is a little much, you know? Um, but uh, and I'm the only child, so it's, it's all on me. So it's, it's, uh, it's been quite a journey. But hey, I appreciate your help. I really do. Thank you. Thank you. Okay. Bye. [silence] [silence]
06:00
Speaker 2
the NuFi name sir yeah. So sorry about that. Sure yeah okay thank you so much for your time the phone.
06:00