V2 Rubric Detail — d304b014-71b3-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 23:07
Duration
10m 9s
Contact
Ryan Rossi
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00135028
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wireless configuration

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency3.00/5
Overall1.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall89.3% (+53.3)

V2 Grader Summary

The customer could not access the router due to an unknown admin password. The agent correctly diagnosed the issue and guided the customer through a factory reset. The customer successfully connected to the default Wi-Fi network afterward. However, the agent provided an inaccurate description of the default SSID format ('links to 10 and 100'), which constitutes a minor technical inaccuracy, downgrading T3 to Partially Met.

V1 Case Analysis

Customer unable to access router admin due to unknown password. Serial: 14Y40M23B1082FDH. Guided through factory reset (hold reset 15s). Customer connected to default Wi-Fi SSID but agent provided incorrect SSID description and did not guide to admin login or provide default password.

Troubleshooting Steps
  • Explained that without admin password, factory reset is required.
  • Instructed to hold reset button for 15 seconds.
  • Advised to wait for router to reboot and default SSID to broadcast.
Key Observations
  • Agent did not collect the router model number despite asking for it.
  • Agent provided incorrect default SSID description ('links to 10 and 100' and 'links to A816'), which is contradicted by the KB and the customer's observation (Linksys_10800).
  • Agent did not guide the customer to the correct router admin access URL (http://192.168.1.1 or http://myrouter.local) after reset.
  • Agent did not provide or confirm the default admin password ('admin') after reset, which is critical for post-reset access.
  • Call ended abruptly without confirming whether the customer could log into the admin interface or complete setup.
Positive Highlights
  • Correctly identified factory reset as the only viable solution for forgotten admin password.
  • Provided accurate reset duration (15 seconds) and reboot wait time (~3 minutes).
  • Maintained a polite and patient tone throughout the call.
  • Confirmed that the default Wi-Fi network reappeared and the customer could connect to it.
Agent Errors / Gaps
  • Missing model number collection ([01:00], [03:00]).
  • Incorrect description of default SSID ([07:00]), contradicting both KB and customer observation.
  • Did not guide customer to correct router admin access URL (http://192.168.1.1 or http://myrouter.local) after reset.
  • Did not provide or confirm default admin password ('admin') after reset, leaving customer without access to router settings.
  • Email address capture was garbled and not corrected (roossii@gmeal.com → roossii@gmail.com).
  • Call ended without ensuring customer could proceed independently.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed they connected to the default SSID after reset and ended the call satisfied, indicating resolution.
R2 Met Diagnostic thoroughness conf 96%
Agent identified the core issue (unknown admin password), confirmed no access method available, and guided through factory reset as appropriate fix.
R3 Met Correct resolution path conf 95%
Factory reset was the correct path for an unconfigured router with unknown password; agent did not assume ISP fault or dismiss out-of-warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent asked for serial number, ISP, and Wi-Fi name; correctly inferred the router was in use but unmanaged, leading to reset recommendation.
T2 Met Appropriate tools / resources used conf 95%
No remote tools or logs were needed; issue was resolved via on-device reset, which is standard and appropriate for this scenario.
T3 Partially Met No misinformation conf 90%
Agent incorrectly stated default Wi-Fi name as 'links to 10 and 100' — correct format is 'LinksysXXXX' (e.g., Linksys10800); also mentioned 'A816' which is not consistent with labeling convention.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent provided instructions but did not clearly frame the process at the start or confirm closure; call ended without explicit wrap-up.
C2 Met Confirmed understanding conf 93%
Agent used simple language, repeated key steps (15-second reset), and confirmed customer actions, adapting to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from beginning to end, did not transfer, and followed through on offering email guide.
O2 Met Proactive follow-through conf 95%
Agent gave clear next steps: reset router, wait, connect to default SSID; also offered to send setup guide via email.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent was polite but did not acknowledge customer’s frustration about moving into a new apartment or the inconvenience of resetting.
X2 Met Tone & rapport conf 92%
Agent matched customer’s conversational pace, repeated instructions when needed, and maintained engagement through resolution.
X3 Met Overall experience conf 94%
Agent avoided asking for repeated information and moved efficiently to the solution without unnecessary steps.
Call Transcript17 turns · 19 lines
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 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.
00:00
Speaker 1
Hey there. So, I am unable to get into the Wi-Fi router that I have. I moved into an apartment and oh my gosh, it's kind of complicated. I moved into an apartment and it has a router which the previous tenants said never needed a password. I'm assuming he didn't have a Apple device and he could just use a WPS connection to connect to it automatically. That's not the case with Apple and I'm trying to get into this Wi-Fi. Yeah. Serial number 14Y40M23B1082FDH.
01:00
Speaker 2
Thank you for calling, let me know a second, my name is Gerald looking out. Can you give me the serial number and model number of that? [silence]
01:00
Speaker 1
000 uh mine is my first name is Ryan last name Rossi R-O-S-S-I first name R-Y-A-N my email address
02:00
Speaker 2
all right. What is your first and last name so I can create a record for you? Uh, um, name, uh, e-mail address, okay to ask? So right now yeah e-mail address.
02:00
Speaker 1
[a buh roossii@gmeal, y mail.com.] The provider is [silence] well [silence] Xfinity. [silence] Um [silence] well [silence] that's what's kind of confusing. I [silence] I have what I'm pretty sure it is. There's a few in the area. My landlord is this like elderly or he's like probably 70 years old and he just doesn't really work with internet that well. And so I'm trying to figure this out. He's trying to help me, but I thought I'd just call you guys. I'm pretty sure it's called Cottage Wi-Fi. C-O-T-T-A-G-E W-I-F-I. [silence] Um [silence] and then, I mean, on the back of this router it says Lynx sys 10800 was the previous Wi-Fi name.
03:00
Speaker 2
and who is your internet provider? what is the Wi-Fi name of your router right now?
03:00
Speaker 1
okay okay wait not to reset the router
04:00
Speaker 2
Okay, so right. If there's no device connected to the Wi-Fi right now, the only option you have is to have a computer wired directly to the router, but it will ask for a router password. If you don't know the router password, it's going to be a problem because you'll have to reset the router. It will be back to default settings and password at the bottom and the Wi-Fi name at the bottom of the unit. You can make use of that, then set up the router. Yes. If you if you don't know the router password and you don't have a a laptop or a computer can be wired directly to the router.
04:00
Speaker 1
Yeah, I think we're going to have to do that, cuz the previous person who lived in this house, uh, he says he never had a password and he just connected through a WPS connection, which, I mean, I've looked it up, you can do it, but with Apple, you can't. Um, so, I, and I definitely can't just connect with the ethernet, I definitely need to have Wi-Fi. Um, So, I guess, I guess I just have to reset it, is that easy enough for us to do?
05:00
Speaker 2
if the netport, then yes, you'll need to reset the router to connect to the Wi-Fi. [silence] This router can be plug-in plays as long as the internet is working, the internet source is working, it can be plug-in play. [silence] However, if there's a internet settings that you need to apply to the router, uh you need to apply, you need to go to the settings of the router and apply the settings. [silence] But I think in your case, it just plug-in play. [silence] This is apartment, right?
05:00
Speaker 1
Yeah, yeah. Okay. Okay. Turn it. Yeah. Yeah. Okay. Okay. How do I reset it? Do I just do I just do I just do I just hold this reset button? Okay. Yeah, that would be awesome. Is there anything I should [silence]. Well, is there anything I should see when I hit reset?
06:00
Speaker 2
Yeah, I think it just connect it's connected to a wall punch and then just a plug in play. So all you need to do is to reset the router, then once it's reset you need to wait about three minutes, find the Wi-Fi name links. What's the Wi-Fi name links is A816 something?" No, uh, 10800. Okay. That's the default Wi-Fi name. Connect to that. Yeah, hold the reset button for um, 15 seconds. And I can send you the the link guide or instruction guide through email, since I have your email right here. Okay. Uh, you have other questions or? Sorry, go ahead.
06:00
Speaker 1
Because I'm holding the reset button. It's been 15 seconds now. Uh-huh. So, that's beeping different. Uh, should I see a different Wi-Fi thing, a Wi-Fi network name pop up or what what's the next step after that? Okay.
07:00
Speaker 2
The light on the top should change. [silence] The Wi-Fi name should be back to default, which is links to 10 and 100. And you'll pro. No, you you'll get two of that one is uh with underscore gigahertz. 5 Hertz at the end of the Wi-Fi name. It's dual band. You did a reset, right? You already reset.
07:00
Speaker 1
Yes, I just reset it. Now the front light is now solid. I don't see it. I don't see the Wi-Fi name network name popping up quite yet. Oh, there we go. Okay, cool. Yes, it looks like I was able to connect to that new network name. Uhm. Whether or not it works is another question. Okay. I think, well, I think that's all you'll be able to help me with, that thank you. I appreciate it. Very helpful. Um, no, it should be okay. Thank you. I appreciate it. [silence]
08:00
Speaker 2
Alright, were you able to connect to the Wi-Fi? All right, welcome. And you have other questions? Do you still want me to send you the guide or you could... Nice to talk to you again.
09:00