V2 Rubric Detail — c486290a-7aff-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 19:03
Duration
13m 36s
Contact
Shanon Coney
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#EOS00136357
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication3.75/5
Ownership3.57/5
EscalationN/A
Customer Exp0.71/5
Overall34.3% (-9.7)

V2 Grader Summary

The agent prescribed a factory reset without diagnosing the router model or verifying recovery key applicability, potentially misapplying KB guidance. While reset steps and 'admin' default are correct for some models, they do not apply universally — especially not to SPNM60/62 which use a 5-digit recovery key and have a different default login. The issue remained unresolved as the customer’s router stayed in a non-functional state.

V1 Case Analysis

Customer unable to locate recovery key for router admin password; agent advised hardware reset without confirming model or access. No resolution confirmed.

Troubleshooting Steps
  • Incorrectly stated recovery keys are only on newer routers (contradicts KB).
  • Instructed to perform hardware reset (power off, hold reset 8–10 seconds, wait 3 minutes).
  • Advised default admin password after reset is 'admin'.
Key Observations
  • Agent incorrectly claimed recovery keys are only on newer routers. KB specifies recovery key availability by model series (e.g., SPNM60/62, LN1600), not age.
  • Agent did not collect product model or serial number, a critical protocol miss for password-reset troubleshooting.
  • Agent did not verify whether the customer could access the router login page (e.g., myrouter.local or 192.168.1.1) before recommending a reset.
  • Agent did not confirm if the reset resolved the issue or if the customer could log in with 'admin'.
  • Call ended abruptly without summarizing next steps or offering follow-up support.
  • Agent provided accurate reset procedure duration (8–10 seconds) and reboot wait time (~3 minutes).
  • Agent correctly stated default admin password is 'admin' for unconfigured routers.
Positive Highlights
  • Provided accurate hardware reset duration (8–10 seconds) and reboot wait time (~3 minutes).
  • Correctly stated default admin password is 'admin' for unconfigured routers.
Agent Errors / Gaps
  • Incorrect technical statement: claimed recovery keys are only on newer routers — KB specifies recovery key availability by model series (e.g., SPNM60/62, LN1600), not age.
  • Missing collection of product model/serial number — required for accurate troubleshooting and protocol compliance.
  • Failed to verify access to router login page before recommending factory reset.
  • No confirmation of issue resolution after providing reset steps.
  • Poor call control and closure — ended without recap, follow-up plan, or empathy for customer frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call with router still blinking after reset; no confirmation of working internet or successful setup.
R2 Not Met Diagnostic thoroughness conf 95%
Agent gave reset instruction without asking model, checking LED status, or verifying recovery key applicability per device type.
R3 Partially Met Correct resolution path conf 90%
Factory reset path chosen for forgotten password, but agent failed to verify if recovery key method applied (e.g., SPNM/LN series use 5-digit key) or explore model-specific options.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions asked; agent assumed 'old router' without confirming model or symptoms beyond 'no recovery key'.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use KB to identify router model, which is critical because recovery key availability and default passwords vary by series (e.g., SPNM/LN use WiFi password, not 'admin').
T3 Partially Met No misinformation conf 93%
Default password 'admin' is correct for EA/MR/MX but contradicted by KB for SPNM60/62/LN1600 (use WiFi password); agent did not confirm model, risking incorrect guidance.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent provided instructions but failed to manage silence, confirm understanding, or summarize next steps clearly.
C2 Met Confirmed understanding conf 95%
Used plain language (e.g., 'admin, all small letters') and spelled it out — appropriate for non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case, did not transfer, and attempted to resolve without deflecting responsibility.
O2 Met Proactive follow-through conf 95%
Gave clear next step: hold reset button 8–10 seconds, wait three minutes, then use default password 'admin'.
O3 Not Met Closure confirmation conf 97%
Customer mentioned prior contact, but agent did not reference any case history or prior troubleshooting steps.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a password reset issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No acknowledgment of customer frustration about email instructions or missing recovery key; no empathetic language used.
X2 Not Met Tone & rapport conf 90%
Agent maintained monotone delivery and did not adapt to customer’s confusion or repeated 'okay' responses indicating uncertainty.
X3 Partially Met Overall experience conf 88%
Provided direct action, but failed to ask for model number which could have prevented unnecessary reset or incorrect default password advice.
Call Transcript7 turns · 8 lines
Speaker 2
Welcome to Linksys 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.linksys.com for more information about your product.
00:00
Speaker 1
Hi, I spoke with someone earlier. I have, I had an issue with my uh internet being slow and I got an email and it said to go through some process and I can't because I can't get on it says use the router's recovery key to change or reset the password. There is no recovery key listed on my device.
10:00
Speaker 2
Indeed, because this is an old router, the recovery code is only available for our newer routers. So, if you forgot your router password, Shannon, you need to reset your router then, in order to log in. Resetting it and setting it up again because there's no way for you really need to log in in order to adjust settings of your router.
11:00
Speaker 1
Okay, when you say password, are you talking about my internet password or something different? A router. Oh, okay. Okay. Now I did what it me to reset the router. I pushed the button and held it down and then I released it and ever since then, it's still blinking. I pushed the, okay. So I'm
12:00
Speaker 2
And since I believe um it did not work, that's why you tried resetting it, therefore you need to do a hardware reset on the router, and afterwards you need to set it up in order for your internet to work again. And resetting the router will also help removing the bugs or any other issues of your router. No. An admin password. Uh-huh. Okay. Yeah, you need to reset it. You have to turn off the power. Turn off the router, turn off its power and hold the reset button for eight to ten seconds and wait for about three minutes. That'll reset your router. [silence] No power on? [silence]
12:00
Speaker 1
What? Okay, what did you say it was? Let me write that down. All right. And that's it? Okay. Okay. Okay, I'll try that. Thank you very much. Bye bye.
13:00
Speaker 2
Need to set it up. Router password then is back to admin, all small letters. That's the default password once the router is a reset. Admin, all small letters. A, D, M, I, and admin. That's it only. No problem, you're welcome, but for now then, take care.
13:00