V2 Rubric Detail — ca21bb02-7944-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 14:12
Duration
29m 42s
Contact
John Hayman
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135963
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.9/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall67.4% (-10.6)

V2 Grader Summary

The agent successfully restored internet connectivity, but provided materially incorrect technical advice by suggesting 'admin' as a valid password for a field requiring high complexity. This critical accuracy error triggers an auto-zero per the rubric's technical guidance gates. While the customer regained internet access, the guidance was flawed and could lead to future lockout or confusion.

V1 Case Analysis

Customer reset EA8300 router, completed local setup via 192.168.1.1, created new Wi-Fi and admin passwords, and internet connectivity was restored.

Troubleshooting Steps
  • Confirmed model and serial number.
  • Instructed to connect to default Wi‑Fi and access local router UI at 192.168.1.1.
  • Guided through the setup wizard to create new Wi‑Fi SSID/password and admin password.
  • Verified internet connectivity after setup.
Key Observations
  • Agent correctly used the local router IP (192.168.1.1) for EA series devices and guided through the correct setup wizard.
  • Customer confirmed internet access on multiple devices after setup, validating resolution.
  • Agent failed to confirm model number until 11:00, despite giving instructions earlier.
  • Multiple long silences and garbled speech disrupted call flow.
  • Agent asked irrelevant question about 'how many links' and misheard serial number initially.
Positive Highlights
  • Successfully restored internet connectivity by completing the router setup wizard via correct local access (192.168.1.1) [16:00–27:00].
  • Provided a clear ticket number (135963) for future reference [29:00].
  • Confirmed resolution by having customer test internet access with cellular data off [28:00].
  • Correctly identified EA8300 model and applied appropriate setup procedure for EA series [11:00].
Agent Errors / Gaps
  • Opening question was garbled and repeated, causing confusion [08:00].
  • Asked 'how many links is it?' — unclear and irrelevant question [10:00].
  • Did not verify model number before giving instructions; only confirmed at 11:00 after already directing reset [12:00].
  • Misheard and incorrectly transcribed serial number as 'two one p for Paul. one one m four Michael two five' instead of 'two one P one M two five' [11:00].
  • Repeated 'transcribe this audio' mid-call, suggesting internal distraction or multitasking [15:00].
  • Provided unclear guidance on admin password creation, suggesting 'admin' as valid despite complexity requirements [20:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed internet access post-setup: 'Looks like I can... connected to the Internet.' Agent verified setup completion.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent initiated reset and guided to 192.168.1.1, but did not verify WAN/Internet connection status or troubleshoot why initial reset failed to restore internet — skipped key diagnostic step.
R3 Met Correct resolution path conf 95%
Correctly pursued reset and reconfiguration for EA8300 (in-warranty, software/config issue), avoiding unnecessary RMA or dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Identified symptom (no internet after reset) and collected ISP, but failed to ask whether modem was online or if ISP service was active — missed root cause verification.
T2 Met Appropriate tools / resources used conf 90%
No remote tools available or required; agent appropriately used local web UI (192.168.1.1) and guided setup wizard without over-reliance on unsupported methods.
T3 Not Met No misinformation conf 95%
Agent incorrectly advised: 'You can also use admin, A-D-M-I-N, all lowercase'. Per universal_password_login.md, for standard routers (EA series), 'admin' is the default password for unconfigured routers, but the customer was in the setup wizard creating a NEW password. The agent suggested 'admin' as a valid entry for a field requiring 10 characters, upper/lower case, and a special character, which is factually impossible and contradicts the setup requirements.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but early confusion ('what is your concern regarding of your linkage device?'), multiple silences, and lack of framing reduced effectiveness.
C2 Partially Met Confirmed understanding conf 75%
Used technical terms without simplification; repeated instructions verbatim despite customer confusion, failing to adapt explanation style.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through until customer confirmed success.
O2 Met Proactive follow-through conf 90%
Provided clear next steps (reset, connect, navigate to 192.168.1.1, complete setup); no unresolved commitments.
O3 Not Applicable Closure confirmation conf 95%
No evidence of prior contact; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation performed and none warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Thanked customer for patience and closed politely, but did not acknowledge prior frustration or repeated effort during setup hurdles.
X2 Partially Met Tone & rapport conf 70%
Maintained consistent tone but did not adjust pace or rephrase when customer struggled with password hint loop.
X3 Partially Met Overall experience conf 75%
Customer had to repeat serial number and network details; agent failed to capture info efficiently, increasing effort.
Call Transcript35 turns · 39 lines
Speaker 2
Hi, thank you for calling Linksys. This is Regina. I'm going to help you today.
07:00
Speaker 1
I'm say that again, please. Oh, yes, okay, so I have it on and I needed to reset it because I couldn't remember the password. So I believe I reset it and the password that is on the back of the router is working. However, I connect to the internet and all I get is this connection link 00662. And I can't then set up my own internet. It doesn't connect to the internet. It just connects to the router, but there's no internet connection. So I'm trying to figure out how to get back to the internet connection and setting up my own.
08:00
Speaker 2
Yes, and what is your concern, regarding of your linkage device? What is your concern? About, your issue all about your linkage devices? [silence] Oh, let's try to access. Mm-hmm, sir, as for me,
08:00
Speaker 1
Your internet with my own passwords and such. Make sense? Yes, I guess you might and young. Talking to you. I believe so, yeah. Well, Yes, I am. Yes, john. J-O-H-N. Heyman. H-E-Y-M-A-N. You got it. That's right. It's four one three. two five nine. one three zero five. Is um jukebox. J-U-K-E-B-O-X.
09:00
Speaker 2
Okay, so I totally understand that. So you're four, got your Wi-Fi password. But is this your first time contacting us for support? And are you calling from United States? May I know your first name and last name? Okay. And your call back number, John? And your email? [silence]
09:00
Speaker 1
_jon j-O-H-N@vrzon Verizon v-e-r-i-z-o-n dot net JU I'm sorry J J uh sorry J U K E b-O-X pardon me uh I have one _ yes I can [silence] hold on a sec uh serial number is here here we go two one P1 one M 25
10:00
Speaker 2
Okay, so it's jukebox, g-o-k-e, underscore, John at...yes, j-o. Okay. Okay, and how many links is it? Uh-huh. How many links is it browser do you have, sir? Can you please provide the serial number? [silence]
10:00
Speaker 1
job 00662 yeah yes okay yes right version 1.1 No, I've reset it. And when I go to internet settings, I'm connected to something called links 00662, but I'm not connected to the internet. I have the um,
11:00
Speaker 2
okay, it's two one p for Paul. one one m four Michael two five b for boy, zero zero six six two. Okay, so the model number for your linksys device is AN ea 8300. And you're planning to reset this one. because you forgot your Wi-Fi password.
11:00
Speaker 1
Uh, anyways, I, I need to set up my own, you know, my own, uh, connections. So, how do I get to setting up my connections to the internet, if that makes any sense? Well, Okay. Uh, the light indicator, which one is that? The one that's, uh, connected, that says internet on the back? Okay, hold on. I got what I need to do that. Who who, what, what? Yes, no, no, our, um, you know,
12:00
Speaker 2
Okay, since you have contacted us for support and I'm here to guide you or to assist you, let's proceed in resetting your Linksys router again and setup. Can you please press and hold the reset button for let's just say 15 to 20 seconds and make sure the light indicator is changing. Yeah. And who is your internet service provider, sir? Verizon. [silence]
12:00
Speaker 1
The Internet provider, hold on, I'll tell you that in a second. Let me uh reset it. Um, okay. Internet provider is a local one called Fiberspring. F-I-B-E-R-S-P-R-I-N-G-E. I'm using computer. [silence]
13:00
Speaker 2
Can you spell it for me? Okay. Thank you for that. And can we use a computer or laptop?
13:00
Speaker 1
I'm using a laptop, I'm using an iPad and I'm using an iPhone. [silence] Okay. Wifi. Oh yeah. Okay. Hold on a sec. [silence] [silence] [silence] So the name of the router is Linksys VR062 and the password is B QBX 38B4VQ. Okay. Hold on. Whoa. Wait a minute. I've got to plug the power in. [silence]
14:00
Speaker 2
Okay, can you connect your computer, sir, to the WiFi name and password labeled underneath of the router? Yes. Make sure you're connected to that.
14:00
Speaker 1
laptop shut down, I gotta turn it on. That should takes a little while. So, if, when I go to, while this is happening, when I go to the settings, and I, um, go to internet, look it says it's connected to link SYS 0062, and it's got the correct password, on BQVX38DFQV. So, I'm, connected to it, but I, not think it's connected to the internet. Well, it says it is.
15:00
Speaker 2
Okay. So your computer is now connected to link. Okay, I'd be. Transcribe this audio. Okay.
15:00
Speaker 1
1 9 2 8 19 2 168 161 1 8 OK, uh, and then go. And, um, oh, there we go. Link smart Wi-Fi set up. I wasn't getting that before. Um, so, okay, I'm there and then next. Thank you. Wow. I tried this before, didn't work.
16:00
Speaker 2
Open a browser search Google, then on the address bar type one nine two dot one six eight dot one dot one. Okay, on the address bar type one nine two dot one six eight dot one dot one.
16:00
Speaker 1
Yes, yes, I did hit that agreement. Now, it says update, updates for your router install feature on automatically. Okay, so next. So, it name your Wi-Fi links, blah, blah, Wi-Fi password. Okay. Let me erase that. Whoops.
17:00
Speaker 2
and just proceed to set up your Linksys router. Agreed with the terms and agreements. [silence] Yeah, you can proceed to create your own Wi-Fi name and password.
17:00
Speaker 1
uh... there it says. it says it's almost there. It's processing. Okay. Um, Wifi name. Yeah. And then, um, if named your Wifi. Oops. Okay. Oh, router administrator. Ah, okay. I will create a um, password. Let's see. Um, I'm gonna create one. [silence] Let's see. Whoops, your password must have one special character. It's I'm sorry, say that again, please. It says create router password that's okay, right? Admin and yeah, admin. Okay, so I've got, oh, wait a minute, your password must have at least 10 characters, upper and lower case letters and one number and one special character.
19:00
Speaker 2
It asked you to create an admin password. Is it asked you to create an admin password or it asked you to log in using router password? Yeah, proceed. You can also use admin, A-D-M-I-N, all lowercase. A-D-M-M-A-D-M-M- Okay, so proceed to follow the standard rule in creating a router password.
20:00
Speaker 1
Okay, special character, Okay, got it. Um, hold on a second. Oh, shoot. Ah, do that again. Okay, now let me put the hinge in. All right, now, now, oh, oh. Hold on a second. I didn't do that right. Um, um. I did enter a hint. I did enter a hint. Okay. Okay. [silence] Let me [silence] change that. [silence] Patience. [silence] Okay, so I've created a password and then I've added a password hint and um it wants me to do the hint again. I did nothing's happened. I've done all that. Enter hint, that'll help you remember your password. So, I did and now it's asking me to do it again add a password hint. I did. Well, okay. I put in my router password, right? And then I for the hint, I put in my router password. It said I can't do that. It said, I have to put in a hint that will help you remember your router password. I did, but oh, that's okay. No, router, I there's no next or anything showing up. It says I have to do it, yet it won't accept my hint. All right, I'll try this again again.
21:00
Speaker 2
Yeah, kindly enter your, the same, your router password or just create that. Yes. That, I guess it's optional. Try to proceed. [silence]
24:00
Speaker 1
Yeah, it just, it won't accept my hint. Oh. Say that again, please. I typed told on, let me find that for you. um, I, um, I typed, oops, okay. Um, oops, hold on a second. Sorry about this.
25:00
Speaker 2
which password did you type for that option
25:00
Speaker 1
okay, the past what I typed in was capital a, so it was capital a admin, admin, one bracket. Let me just try it again. It doesn't add men
26:00
Speaker 2
[silence] and proceed. [silence] that they lose. [silence]
26:00
Speaker 1
okay, so it's there. All right, now I got next. Thank you for your patience. Save password. Oh, I see. Okay. Oh, your router is set up. Wow, okay. It says that, yeah. I'm on the league support page. Yes, the 192.168.1.1. Pardon me? Oh, your phone.
27:00
Speaker 2
It just connected dash OK, it shows that your router is set up, right? Thank and are you on the links of smart Wi Fi tool, check your network status?
27:00
Speaker 1
OK. OK, it looks like I'm connected to the Internet. Let me find, open another. Yep, that's what I'm doing right now. Looks like I can. Let me make sure I've turned off cellular data because it still might work there. OK. cellular data is off. Um. Come on, Hold on. Just making doubly sure. OK. Yes, I can.
28:00
Speaker 2
and then reconnect your devices and check if you can browse. Okay, that's good and since we successfully set up your Linksys router, is there anything else that they can help you with?
28:00
Speaker 1
No, that was great. Thank you very much for your help. All right, let me write that down. Ticket number, just tell me that again, please. 963 ticket number. Okay, great. Thank you so much for your help. Yeah, you too. Okay, bye-bye. Fah-ti-jo-mama Until next time.
29:00
Speaker 2
You're welcome, sir. And if you need more assistance, please feel free to call us back and use the same ticket number, 135963. Yeah, sure. It's 135963. You're welcome, John, and have a great day. Take care. Bye.
29:00