V2 Rubric Detail — c2bd8148-7a39-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 19:26
Duration
7m 40s
Contact
989-573-0002
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

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

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.75/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall76.8% (+20.8)

V2 Grader Summary

The customer's issue was successfully resolved when they recovered the correct Wi-Fi password by checking their phone settings, guided by the agent. However, the agent provided materially inaccurate technical information by stating the default admin password is 'admin' for Linksys routers, which contradicts the KB for the likely SPNM60/SPNM62/LN1600 series models. Despite this inaccuracy, the resolution path worked because the customer only needed the Wi-Fi password, not admin access. The call demonstrated strong ownership and customer effort reduction, but lacked structured call control and empathetic engagement.

V1 Case Analysis

Customer unable to connect Chromebook due to Wi-Fi password issue. Agent provided incorrect default admin password guidance. Customer resolved issue by checking Wi-Fi password on phone.

Troubleshooting Steps
  • Collected device serial number
  • Asked about devices currently connected to the network
  • Instructed customer to check Wi-Fi password on Android phone
  • Incorrectly stated default admin password as 'admin'
Key Observations
  • Agent provided materially incorrect technical information by stating the default admin password is 'admin' for all routers, which is false for SPNM60/62/LN1600 series (default is Wi-Fi password on label).
  • Agent did not request or confirm the router model before giving advice, leading to inaccurate guidance.
  • Agent failed to guide the customer through the correct non-destructive password recovery method using the five-digit recovery key as documented in the KB.
  • Customer resolved the issue independently by checking Wi-Fi settings on their phone, not due to agent's technical guidance.
Positive Highlights
  • Collected the device serial number early in the call.
  • Asked whether other devices were connected to the network, helping confirm the issue was device-specific.
  • Provided a correct and practical step to view the Wi-Fi password on a connected Android phone.
  • Maintained a polite and professional tone throughout the interaction.
Agent Errors / Gaps
  • Provided wrong default admin password ('admin') for the router, contradicting KB documentation for SPNM60/62/LN1600 series where the default admin password is the Wi-Fi password printed on the label.
  • Did not request or confirm the router model before giving advice, resulting in inaccurate technical guidance.
  • Failed to guide the customer through the correct non-destructive password recovery process using the five-digit recovery key as documented in linksys_now_login_admin.md.
  • Did not verify whether the customer had access to a connected device or understand their environment before suggesting admin access steps.
  • Missed opportunity to explain that Wi-Fi password and router admin password are often the same on newer models.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer states: 'I'm all good. I'm hooked up.' confirming resolution.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer to check Wi-Fi password via phone settings, a relevant diagnostic step that identified the spacing issue.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated default admin password is 'admin' for all brands except Apple, contradicting KB for SPNM60/SPNM62/LN1600 series where default admin is Wi-Fi password.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified symptom (password rejection) and asked targeted questions about connected devices and phone type to narrow issue.
T2 Met Appropriate tools / resources used conf 98%
No advanced tools needed; issue resolved via basic device inspection (checking saved password on phone), which was appropriate and sufficient.
T3 Not Met No misinformation conf 97%
Agent stated default router password is 'admin' unless brand is Apple, which is materially inaccurate per KB for SPNM/LN series (default admin is Wi-Fi password, 'never admin').
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained flow but did not set clear expectations, agenda, or transitions at start; call lacked structure despite success.
C2 Met Confirmed understanding conf 94%
Agent used simple language, repeated steps, and adapted to customer's low technical level by guiding through phone settings clearly.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned case throughout, did not transfer, and stayed with customer until resolution confirmed.
O2 Not Applicable Proactive follow-through conf 99%
Issue resolved during call; no follow-up steps or timelines needed.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent was polite but offered limited empathy; no explicit acknowledgment of customer's frustration or emotional context (mentioned late husband).
X2 Met Tone & rapport conf 93%
Agent matched customer's pace, used accessible language, and confirmed understanding through repetition and step-by-step guidance.
X3 Met Overall experience conf 95%
Agent avoided unnecessary steps like factory reset or router login, instead guiding customer to recover existing password — minimizing effort.
Call Transcript14 turns · 15 lines
Speaker 1
[KEEP_UNCERTAIN] Hi, I'm trying to reset the password for my modem for my Wi-Fi and I don't know why I would need to because but it's not accepting the password that I know we've used. The thing is, you know, when you've had the Internet and the password all set and you don't need to reset and reset and reset then it's like.
00:00
Speaker 2
Welcome to Lynx's support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.Links is.com for more information about your product. I thank you for calling Linksys. This is Joy, who can I help you today?
00:00
Speaker 1
wait, and then you go to use it on a new device. It's like, it's not taking this. Like, wait a minute, what? So how do I go about resetting? Okay. It uh, it is three- 2-W-1-0-C-6- A-9-0-0-8-5-1.
01:00
Speaker 2
Okey I'ma may have your serial numbers first, of your device please, okay, I can just check.
01:00
Speaker 1
Yeah, my phone is. But I have a, um, a Chromebook that Excuse me. Um, that was initially connected to it and then it's the one that I had when I was teaching for school. And our tech person scrubbed everything, so it's like, oh, I got to sign in now and it's like, it's not letting me do it. So my phone that I'm talking on right now is connected. That's it's not an issue that the it's not that the internet or the Wi-Fi isn't working. It's that the password that I have that we've used many times, but I haven't had to use it in quite a while, um, is not letting me connect. So I can't connect on the Chromebook now. Which is a problem if I wanna use it.
02:00
Speaker 2
do you have like uh devices that are currently connected to this network mm-hmm uh okay I think um okay um and like what phone do you have right now
02:00
Speaker 1
I have an Android. a Samsung. I don't know. Um um on my phone. I haven't. I'm not that tech savvy to think to look at that. Is there is there a way that we can just reset it? Sorry? for the password that's on the router.
03:00
Speaker 2
Is it possible for you to check the password on your Wi-Fi settings for that network? Have you tried to check? [silence] Yes. [silence] On your phone. Mm mm-hm. [silence] Um, what phone is that again? [silence] Because for you to reset the password for your router, you need to use a computer for that, since it needs a web browser. [silence] Then, you need to access the settings and you need to still log in using the router password. [silence] Um, router password is like an admin password. [silence] Um, it's a different password than the Wi-Fi. [silence] So, but if
03:00
Speaker 1
All right, so how am I supposed to go about doing this? Because I I am not getting it. Samsung, Android.
04:00
Speaker 2
If you cannot remember your router password, usually the default password for that one is admin, all in lowercase, unless the brand is Apple. What brand of phone do you have? so you can check your password if it's the real password that you are trying to connect. You go to your settings and go to Wi-Fi.
04:00
Speaker 1
Oh. Right at the top. You're looking way down at the bottom. All right. Connection. Oh, there's spaces in between. I don't know, done. That's not what my husband wrote down.
05:00
Speaker 2
then Wi-Fi and then tap the gear icon right next to the connected
05:00
Speaker 1
I can't ask him, he passed away two years ago, but I'm writing what and he was never good in his password book about indicating if there was spaces or not. I've got fairwinds47 all written together, and it looks to me on my phone like it's space between fair and winds and 47. Well, it might just be it. Let me see. Let's just try this thing. Son of a gun. Oh my gosh. All right, well, I learned something new today. Thank you for walking me through that. I, you know, I probably should have called my tech person, but it's like, I'm just gonna call. I was chatting with somebody from Spectrum and he's like no, we can't do anything with the password. You got to contact somebody from the then he gave me your number. Okay, I'm in. Thank you for the help with the settings. Oh my gosh. Technology is not my friend. Um, uh, thank you so much. I appreciate it. Yeah, you should too. Bye. Yeah, I'm all good. I'm hooked up. Thank you so much. You too. Bye.
06:00
Speaker 2
okay you're welcome ma'am yeah well at least you learned something you're welcome ma'am you're all good good okay thank you okay have a good day you're welcome bye
07:00