V2 Rubric Detail — c19a24e0-603c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 17:42
Duration
7m 40s
Contact
Timothy Beaucant
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00098301
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot Access UI Locally

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-51.8)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly claimed the product's support ends on July 27th, and defaulted to a factory reset without exploring non-destructive recovery options. No empathy, ownership, or clear next steps were demonstrated, leaving the customer's issue unresolved. While 'admin' was correctly identified as the default password, the overall response lacked technical accuracy, process adherence, and customer focus.

V1 Case Analysis

Customer unable to access WRT3200ACM admin UI; advised factory reset. No resolution confirmed.

Troubleshooting Steps
  • Identified router model (WRT3200ACM).
  • Informed customer that the device is out of support.
  • Advised to press the reset button to restore factory defaults.
Key Observations
  • At [01:00], customer described Linksys Now error but agent did not troubleshoot root cause or confirm connection type (Wi-Fi/Ethernet).
  • At [05:00], agent failed to provide the correct direct admin URL (http://myrouter.info/ui/local/dynamic/index.html) known from KB for WRT3200ACM.
  • At [05:00–06:00], agent gave vague warranty statement without performing a lookup or citing official policy.
Positive Highlights
  • Correctly identified the WRT3200ACM model from customer spelling [04:00].
  • Accurately described location of reset button and effect of factory reset on settings and password [05:00].
Agent Errors / Gaps
  • Failed to verify whether the customer was connected via Wi-Fi or Ethernet before troubleshooting [01:00].
  • Did not clarify difference between Wi-Fi password and router admin password [02:00–03:00].
  • Omitted the correct direct admin UI URL workaround for WRT3200ACM per KB [05:00].
  • Did not collect serial number despite repeated prompts in IVR and relevance to warranty/status [04:00].
  • Provided unverified warranty expiration claim without lookup or reference to official policy [05:00].
  • Ended call without confirming if reset was performed or whether access was restored.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent advised factory reset but did not resolve the login issue or confirm recovery; customer left without access restored.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps attempted — skipped password verification, lock-out status, or recovery key; jumped straight to factory reset.
R3 Not Met Correct resolution path conf 95%
Agent cited end-of-support date incorrectly and defaulted to reset instead of offering best-effort troubleshooting for out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic questions asked about which password was used, whether lockout occurred, or if local access was attempted correctly.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — did not guide customer to check admin UI, verify recovery key, or attempt non-destructive recovery despite being applicable.
T3 Partially Met No misinformation conf 92%
Correctly identified 'admin' as default password for WRT series, but gave materially inaccurate information about support ending July 27th with no evidence.
Communication
C1 Not Met Clear & professional language conf 94%
No call framing, no expectations set, no control maintained — agent delivered fragmented responses and ended abruptly.
C2 Not Met Confirmed understanding conf 93%
Used technical terms without adaptation; failed to acknowledge customer frustration or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Did not take ownership — provided minimal instruction and disengaged without follow-up or commitment to resolution.
O2 Not Met Proactive follow-through conf 94%
No specific next steps given beyond 'reset and set up again'; no timeline, no guidance on reconfiguration process.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on issue type or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed despite customer's visible frustration and repeated failed attempts; interaction was transactional and dismissive.
X2 Not Met Tone & rapport conf 95%
Failed to adapt to customer’s emotional state or pace; customer remained confused and agitated throughout.
X3 Not Met Overall experience conf 94%
Customer had to repeat model number and describe symptoms multiple times; agent did not streamline or reduce effort.
Call Transcript14 turns · 15 lines
Speaker 1
Yeah, my name is Timothy ward. I'm trying to get into my router and I can't get into it for the love of God. I I have passwords written down.
00:00
Speaker 2
Welcome to LinX's 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.linx.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may- please have your device's serial number and contact information ready. If unavailable, kindly call back later. "For out of warranty products, the paid support option may be also available. [silence] Is availability dependent on which [silence] service [silence] you require, sir? [silence] Are you on the phone? [silence] [noise] Thank you for calling LinX's. This is Mei, how can I help you?
00:00
Speaker 1
I'm not sure what the hell's going on. No. Yep. I get a message that says if you're trying to administer Linksys now and reach this page, then maybe do one of the following reasons. Device is not connected to your network and it is. Doesn't have to be connected by cable, does it? It says your VPN is enabled. I went out, I do have VPNs with McAfee but I got them all shut off. Or at least on the device I'm at. And then it says to ensure that.
01:00
Speaker 2
If you try to log in using the app, it will not really allow you to log in or it will not gonna work. Especially if you using your account to log in, it will not work. You should use local access only, local fast word, uh-huh. Okay. Uh-huh. Okay, please hold. No need. Uh-huh. All right. Uh-huh, okay.
01:00
Speaker 1
then you're using a custom DNS number, and I don't believe I am. Well, that's it seems to be it. I tried the password about 15 times. Yesterday it kicked me off for two hours. Now I'm back at it because I wanted to try and do the reset button. I reset it. It looked like the reset took. But when I try to log in, it doesn't let me log in. So, is the password it's looking for? Is it looking for the network password like if you add a device to the password or is it looking for the router password that I assigned it? Like admin. Right.
02:00
Speaker 2
Okay. And then once you log in, always choose router password. [ Silence ] Admin was the default password. [ Silence ]
02:00
Speaker 1
Is that the password is looking for the either the admin, so I just tried what I thought was the password I changed it to up a number of times and in fear I was going to have to do a reset again the one last time I tried admin and it got me to this page as though it works, but it still won't let me in. It gives me this message I'm telling you. Is there a reset button on this damn thing? Uh, hang on a second. Yep, hang on. Um,
03:00
Speaker 2
You can try. It should be all small letters. A.D. mini, if you did not change it before, then that's going to be still, it's the password. It's the default router password. Are you? I don't know what device you're calling for. May have the model number first, please. Model number.
03:00
Speaker 1
Serial number or model number. Oh, here's a model number too. W-R-T-3200AC, oh, crap, I got part of it covered up. ACM.
04:00
Speaker 2
W-R-T-1-9-0-0-A-C-M. Did I hear you right? Okay. One second. Okay. You know what your router.
04:00
Speaker 1
Okay, I see the reset button, but does it reset the password and stuff? Does it start me all over?
05:00
Speaker 2
your Router's for 90%, it's about to and I mean the support for that route that you're calling for, it's about to end this year, July, it's only up until July 27th. So beyond that one, there's no support anymore for this WRT 3200 ACM. And since you're trying to access uh the reset button for that one, there's actually a reset button at the back of it uh those ports is where there is internet and Ethernet. The reset button is located there. Go ahead. Everything will be back to default. Exactly. You need to start all over again. Password will be back to default, the one on the sticker underneath. If you reset and reconfigure this router.
05:00
Speaker 1
So I should be if that was the case, I should go be able to go back. But then I got all the internet down until I. reset faster with that. So I have to go through a setup all over again. Okay and this thing goes out of support next month. Yeah.
06:00
Speaker 2
[silence] correct. [silence] your internet will be not working and it will uh work again once it's already set up once it's back online. Mhm, yeah. next month yeah. and uh when it comes to warranty if you bought it within a year, or because this is illegible for one year warranty [ laughter ] we can support you by if on our Chat. But if it's already beyond no support um even though, uh I mean no technical assistance anymore. It's no longer elegible. If it's beyond a year. [ silence ] You're welcome. Thank you so much for calling. Bye for now and bye-bye. [silence]
06:00