V2 Rubric Detail — d53c575c-794b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 15:03
Duration
17m 57s
Contact
Nikki Kitner
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135984
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfiguration

V1 Rubric Scores

Resolution5.00/5
Accuracy3.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall89.3% (+9.3)

V2 Grader Summary

The agent successfully guided the customer through router re-setup after a factory reset, resulting in a working connection. However, the agent provided materially incorrect technical information by stating the default admin password is 'admin', which contradicts KB for SPNM/LN series devices. Despite this inaccuracy, the customer completed setup successfully as the router prompted for a new password. The interaction demonstrated strong ownership, troubleshooting, and communication, with only minor gaps in explicit empathy.

V1 Case Analysis

Customer's router reset after vacation; agent guided through default Wi-Fi connection, router admin access via 192.168.1.1 and myrouter.local, creation of new admin password, configuration of 2.4GHz and 5GHz SSIDs and Wi-Fi password, and confirmed internet is working. Ticket LTS00135984 provided.

Troubleshooting Steps
  • Confirmed default Wi-Fi SSID and instructed connection to it.
  • Directed customer to access router admin page via 192.168.1.1 and myrouter.local.
  • Assisted with creating a new router admin password after factory reset.
  • Guided through Wi-Fi SSID and password configuration for both 2.4GHz and 5GHz bands.
  • Verified internet connectivity after setup.
Key Observations
  • Agent correctly identified the router was in factory-default state and followed the appropriate setup flow.
  • Agent provided clear, step-by-step instructions and confirmed internet functionality before closing.
  • Incorrectly assumed default admin password was 'admin' without verifying model family, which contradicts KB guidance for SPNM/LN series (default admin password is the Wi-Fi password on the label).
  • Efficiently resolved the issue without unnecessary steps or loops.
Positive Highlights
  • Quickly diagnosed the issue as a factory reset based on symptom (lost settings after vacation) and confirmed the router was broadcasting its default SSID [04:00].
  • Correctly guided the customer to connect to the default Wi-Fi network and access the admin interface via both 192.168.1.1 and myrouter.local [06:00–08:00], aligning with universal_web_browser_setup.md.
  • Adapted smoothly when the interface prompted for new password creation instead of login, and provided correct guidance on password complexity [10:00].
  • Provided clear instructions for setting up both 2.4GHz and 5GHz SSIDs and a shared Wi-Fi password [11:00–12:00], consistent with adjacent_connecting_devices.md.
  • Confirmed internet connectivity by instructing the customer to test browsing/video playback [15:00], ensuring resolution was validated.
  • Provided a ticket number (LTS00135984) for future reference [16:00], supporting case continuity.
Agent Errors / Gaps
  • At [09:00], instructed customer to try 'admin' as the default router password without confirming the router model or family. According to universal_password_login.md and linksys_now_login_admin.md, SPNM and LN series routers use the Wi-Fi password (printed on the label) as the default admin password, not 'admin'. This is a material accuracy error that could mislead customers with those models.
  • Did not confirm the router model despite having the serial number, which could have prevented the incorrect default password assumption.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirms 'Yes, it came up it's working. Yes everything is wonderful' after setup.
R2 Met Diagnostic thoroughness conf 98%
Agent guided customer to connect to default Wi-Fi, access local UI via 192.168.1.1 and myrouter.local, and complete setup wizard.
R3 Met Correct resolution path conf 97%
Agent chose to reconfigure the reset router rather than escalate or dismiss, matching in-warranty troubleshooting path.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified symptom (router not found), confirmed default Wi-Fi broadcast, and logically progressed through setup steps.
T2 Met Appropriate tools / resources used conf 95%
Use of local web interface (192.168.1.1, myrouter.local) was appropriate and sufficient; no additional tools needed.
T3 Not Met No misinformation conf 96%
Agent stated 'try to type in admin... because that is usually the default router password.' Per KB, SPNM/LN series default admin password is the Wi-Fi password on the label, not 'admin'.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained clear expectations, step-by-step guidance, and control throughout the interaction.
C2 Met Confirmed understanding conf 94%
Agent used plain language, confirmed understanding ('What do you see on the screen?'), and adapted to customer pace.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end without transfer and followed through to successful resolution.
O2 Met Proactive follow-through conf 96%
Agent provided specific next steps (password creation, Wi-Fi naming, verification) and completed follow-up within the call.
O3 Not Applicable Closure confirmation conf 93%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none warranted given successful resolution.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite and thanked customer but did not explicitly acknowledge frustration from vacation-triggered reset.
X2 Met Tone & rapport conf 94%
Agent matched customer’s communication style, checked comprehension, and adjusted pacing appropriately.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition, guided customer efficiently through setup, and resolved in one interaction.
Call Transcript32 turns · 34 lines
Speaker 1
yes, so, so I went on vacation and when I came back, everything was updated because now nothing in my home is connected, but when I try to log in to add my router and everything, it's saying it can't be found. I spoke with my internet provider. They, they said I have internet, so I'm trying to figure out how to get [silence]
00:00
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. Thank you for calling links. This is Ai. How can I help you?
00:00
Speaker 1
it was three seven A one zero M 2 8 A zero zero nine nine four Yes. Nikki Haley. Yes. Kittner. K-I-T-N-E-R. Yes. Yes. Yes.
01:00
Speaker 2
And this is the only rotor that you have. All right. I'll create first a record for you, ma'am. May I have your name? Nikki, uh, it's spelled as N-I-K-K-I, and your last name? Kelly. Is it K-E-L-L-Y? I see. Kitner. K-I-T-N-E-R. Nikki, Kitner. All right. Thank you. For the clarification. Uh, Nikki, what's your email address?
02:00
Speaker 1
Kenner, Nikki, at gmail. So my last name first name at gmail. Yes. Yes. Yes. Yes. Correct. Like, I got home. I'm sorry. I got home and I had, you know, changed my router name. All of that was gone. It had reset to factory.
03:00
Speaker 2
Kitner Nicky at gmail.com. Thank you. Okay, uh, Nicky, you mentioned your internet provider is spectrum. They said that your connection is okay. Their internet line is okay. So it's only your links that not working. Can you check? Go one. Go one. So, now, on your phone, uh-oh my God, uh huh. Is there sound here? I'm logout to my account and let me share the view.
03:00
Speaker 1
Here and there. A few. uh-huh. Definitely. okay. [silence]
04:00
Speaker 2
You only see the default Wi-Fi name. of your Linksys router, [silence] so, [silence] maybe your Linksys router was reset when you went outside because [silence] for the Linksys router to revert back to its default Wi-Fi setting, [silence] that would only happen if you have pressed its reset [silence] button. [silence] So, [silence] there's nothing to worry about since [silence] your router is still broadcasting its Wi-Fi name. [silence] We can just [silence] set it up again. [silence] Right, so [silence] since your router is already broadcasting the its default Wi-Fi name.
04:00
Speaker 1
[silence] I'm connected. I use my phone and it says connected. But then I have below that it says available networks and it has my linksys router name with 5G and it says internet not available. So I wasn't sure if there was something wrong there.
05:00
Speaker 2
Name. I need you to connect to that Wi-Fi name. Uh, use your phone or computer connect to that Wi-Fi name. All right. [silence] Uh, you should connect first to the default Wi-Fi name. Uh, only the or the first Wi-Fi name, not the 5G.
05:00
Speaker 1
Okay, that's the one I'm connected to. Okay, one second. Okay, 1-92. So I've tried that a couple of times.
06:00
Speaker 2
check on your Linksys router, because the Wi-Fi name, the default Wi-Fi name of your Linksys router should be indicated at the bottom of it. And you should only connect to that default Wi-Fi name. Okay, that's good. Once you're connected, I need you to open a web browser on your phone, and then type in the address bar, 1.92. [silence]168.1.1. so when you type in 192 the page doesn't come up. Okay, can you try to type in myrouter.local. So M Y R O U T E R, that's one word my router, and then period local L O C A L
06:00
Speaker 1
Okay, my myrouter.local. Mm-hmm. Yeah, I'm not getting anything. Okay. No, actually
08:00
Speaker 2
my router yes hit it hit enter and let's see if it can access your so when you hit enter there's nothing on the page
08:00
Speaker 1
Yeah, it just it just came up. Um, it says there's a box that says, let's get started and it wants me to accept the terms. And so I'm checking the box and hitting next. And it's asking for router password. Okay. And do you want me to click save? [silence]
09:00
Speaker 2
[KEEP_UNCERTAIN] Mm-hmm. Okay. So what do you see on the screen? It should ask for our on. Okay. Okay, try to type in admin, all, in small letters. A for apple, D for David, N for my, I for N, F for Nancy, admin because that is usually the default router password.
09:00
Speaker 1
Should I click save? It's asking me to, create, it's asking me to create an admin password to have access.
10:00
Speaker 2
Okay, just hold on. It's asking for your router password, right, or is it, is it asking you to create, okay, so, alright, so, if it's asking you to create a router password, then you have to create your own router password. Make sure it is case sensitive. I thought uh you were asked to log in with a router password. So, if you were asked to log in with a router password, then the admin is the default router password. But if it's asking you to create a router password, then you will have to create your own router password. Should be 10 characters with letters and numbers, numbers uppercase and lowercase letters and at least one special character and also you have to remember that okay, then just click OK and then it will return you back to the window here. and proceed with the steps as shown, please.
10:00
Speaker 1
Okay, so it took the password and now it says Wi-Fi settings.
11:00
Speaker 2
numbers and a special character. Okay, now you will have to create your WiFi name for 2.4 and 5 gigahertz. If you don't want to make any changes, then you can just use the Linksys or router's WiFi name. But if you want to modify or customize your WiFi name, then create one and make sure to so that you will have the same WiFi name for the 2.4 and 5. Just use the same WiFi name, say if it's Nikki, then just add a number two for the 2.4, and then for the 5 gigahertz, just add number five. So you will have two WiFi name Nikki two, Nikki five.
11:00
Speaker 1
Got it.
12:00
Speaker 2
to separate the bands. And then the wi-fi password, it could just be the same. So if you want to say your last name, the password for 2.4, you can also use the password for the five gigahertz password. Once done, you can click next.
12:00
Speaker 1
Okay. Yes, it is saved
13:00
Speaker 2
Yes, you've saved the settings you made, then click Next. So is the Wi-Fi setting saved now? Okay.
13:00
Speaker 1
Yes, it's trying now. Okay, it's connected. To register.
14:00
Speaker 2
So, what's, uh the next page? I think it should ask you to connect to your new Wi-Fi name? Okay. So, you need to go back to your phones Wi-Fi settings, and then click on the Wi-Fi name you have created. You can connect to the 2.4 or the 5Ghz band. Mhm. Okay. that's good. And then go back to the router's interface. Mhm because it should ask you to enter. Yeah, you can skip that, so that you can proceed to and then you can click done and okay, and that's it. Your router should be uh set up.
14:00
Speaker 1
okay [silence] yes I just got that pop up okay.
15:00
Speaker 2
already. Once you've clicked that, uh it should prompt a message that the setup is completed. Okay. that's good. So to verify if you have an internet, uh from your modem, you can open a web browser like you do on your phone, play some videos to confirm that you really have internet from your spectrum.
15:00
Speaker 1
Yes, it came up it's working. Yes everything is wonderful Thank you so much Okay. mm-hmm mm-hmm mm-hmm [silence]
16:00
Speaker 2
Okay, that's good. All right. So we've already set up again your router so everything's good now, Nikki. Welcome. It's my pleasure to assist you. I'll provide your ticket number, Nikki, so that in case you have issues again with your router, you can always call us back and use your ticket number as a reference. Okay? So, your ticket number is L for Lima, T for Tango, S for Sierra, zero, zero.
16:00
Speaker 1
Okay. Mm-hmm. Mm-hmm. Okay. Okay. thank you so much. Mm-hmm. mm-hmm. You too. Bye-bye.
17:00
Speaker 2
One, three, five nine eight four. All right. So you get it LTS zero zero, one three five nine eight four. So that's your ticket number in case you have issues again with your router. You can always call us back and we're open to assisting you again. Okay? Thank you. Welcome. It's my pleasure to assist ya and you've also been great doing the, following the instructions well. So thank you for calling Linksys, Nikki. Have a great one. Take care. Bye.
17:00