V2 Rubric Detail — d636f8de-6608-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 02:45
Duration
14m 24s
Contact
John Muller
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133193
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to change the wifi password

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall61.8% (+3.8)

V2 Grader Summary

The agent correctly identified the device and warranty status, provided accurate information about discontinued remote access, and offered valid self-service and paid support options. However, no actual troubleshooting or step-by-step guidance was provided to change the Wi-Fi password, leaving the issue unresolved. The interaction was courteous and controlled but failed to achieve resolution, resulting in an Unresolved outcome.

V1 Case Analysis

Customer John (vmr11@netzero.com) called to change the password on his MR7350 router (S/N: 33C10M29D01772). Agent explained Smart Wi-Fi remote access is discontinued and advised local access via http://myrouter.local or http://192.168.1.1. Offered KB article and paid Connect service. Customer opted for self-help.

Troubleshooting Steps
  • Collected model (MR7350) and serial number (33C10M29D01772).
  • Explained discontinuation of Linksys Smart Wi-Fi remote access.
  • Provided correct local admin URLs (http://myrouter.local and http://192.168.1.1) for password change.
  • Offered KB article and paid support option.
Key Observations
  • Agent provided correct local admin URLs (myrouter.local and 192.168.1.1) for MR7350 password changes, consistent with KB guidance.
  • Agent prematurely assumed out-of-warranty status without verification, which is a protocol miss.
  • Agent pushed paid support before confirming whether the customer could access the router locally, which is a protocol and efficiency miss.
  • Agent did not walk the customer through specific UI navigation steps beyond mentioning 'Instant-Admin > Admin Password'.
  • Agent did not confirm the customer's ability to access the local admin page before closing the call, leaving resolution unconfirmed.
Positive Highlights
  • Collected serial number and model information accurately.
  • Correctly explained the discontinuation of Linksys Smart Wi-Fi remote access.
  • Provided correct local admin URLs (myrouter.local and 192.168.1.1) for MR7350, consistent with KB guidance.
  • Offered a self-help KB article before introducing paid support, which is a good practice.
  • Captured customer email address from phonetic spelling, which is useful for follow-up.
Agent Errors / Gaps
  • Assumed out-of-warranty status without explicit confirmation or warranty lookup, which is a protocol miss.
  • Offered paid support before confirming the customer could perform basic local access, which is premature and affects protocol and efficiency.
  • Did not validate the customer's ability to access http://myrouter.local or http://192.168.1.1 before offering paid assistance.
  • Provided only high-level direction without specific UI navigation steps, which could leave the customer stuck.
  • Did not confirm whether the customer had previously accessed the router locally, which is critical for self-help success.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent told the customer to access http://myrouter.local or http://192.168.1.1 but did not guide them through changing the Wi-Fi password or confirm resolution.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps were performed; agent immediately directed customer to self-service or paid support without attempting to resolve the issue.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty and offered appropriate options: self-service via support site or paid Connect service.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (can't change password via app) and asked if it was the Wi-Fi password, but did not diagnose why local access wasn’t working or guide through the actual steps.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools were needed; agent appropriately provided correct local access URLs and support resources for the issue.
T3 Met No misinformation conf 95%
Agent accurately stated that Linksys Smart Wi-Fi remote access is discontinued and correctly provided http://myrouter.local and http://192.168.1.1 for local access.
Communication
C1 Met Clear & professional language conf 85%
Agent set expectations about discontinued remote access, gathered necessary information, and clearly presented next steps without losing control of the call.
C2 Partially Met Confirmed understanding conf 80%
Agent used clear language but did not confirm customer understanding or adapt communication style beyond basic explanations.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and took ownership by offering two resolution paths despite the out-of-warranty status.
O2 Partially Met Proactive follow-through conf 75%
Agent provided next steps (use support site or paid service) but did not specify a timeline for resolution or follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a password change request on an out-of-warranty device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore, execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained polite, thanked the customer, and closed the call professionally despite the unresolved issue.
X2 Met Tone & rapport conf 85%
Agent maintained a steady, professional tone and matched the customer’s pace without causing disengagement.
X3 Partially Met Overall experience conf 80%
Agent asked for serial and model number, which added effort since the solution (local access) does not require warranty verification for guidance.
Call Transcript15 turns · 16 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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again, Press 8. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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. To hear these, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available, depending on the issue.
00:00
Speaker 1
[silence] Yes, my name is John. I have a Linksys. Uh. or I have a Linksys, sorry, and I want to change my password on it. And I went on the app, Linksys app that I have on my phone, but I don't know. It said I don't have an account or something.
08:00
Speaker 2
Thank you for calling Lencus. This is Abby. How can I help you? there's no health.
08:00
Speaker 1
I'm not sure what I did wrong but now it said to call you so, uh, because it didn't go through. ugh I don't know. yeah. yes. mm I was I was trying to yeah. Okay. Okay.
09:00
Speaker 2
Okay, you're trying to change the password, sir. Is it the Wi-Fi password? Are you referring to the Wi-Fi password? Okay, and you're using the Linksys app to access it? Okay. Okay, yeah. So, just to uh set your expectations, sir, that um the Linksys Smart Wi-Fi remote access website has been discontinued. You can still make use of the Linksys app, but through the local access only. So, uh yeah, if you're trying to use your Smart Wi-Fi account, we won't be able to do that anymore. Because uh you're you're trying to access it remotely. And the remote um feature of the Linksys Smart Wi-Fi is discontinued. [silence]
09:00
Speaker 1
Okay. So okay how how do I change my pass or is that something you can help me with or is that okay okay uh I don't think so maybe when I when I first hooked it up and it's been a while. I so John Mueller M U L L E R okay okay. Not sure which one you have. The one I typically use is VMR like Victor Michael Roger 11 at NetZero.com. When I didn't use it on the app it's turn.
10:00
Speaker 2
So it's no longer um available. That's the reason why you're um having some issues. Okay? So we yeah, you can still you can still manage your router locally by accessing myrouter.local or you can also use the router IP address to access it. And uh sir, have you called Links before? Okay. Um, let me just create a record. Can I have your name? And what about your email address? John. [silence]
10:00
Speaker 1
There was no Kim. Yeah, N-E-T-Z-E-R-O. Right. Xfinity. Okay. I wrote down the serial number off. I'll give you that first. That's 33 Charlie 10 Michael 29, D's in Delta, 01772. Right. Are you trying to find a model number? [silence]
11:00
Speaker 2
okay. so, that's V like Victor, M like Mary, R like Robert, one one at net zero.com. so, who's your internet provider? okay. alright. can I have the model number and the serial number of your links. it's device please? [silence] okay. that is again three, three, C, for Charlie, one zero M like Mary, two nine D like David, 0 1 7 7 2. right? [silence] okay. [silence]
11:00
Speaker 1
I don't know of Marlin real estate. I don't see it on here, but it could be, uh, MR7350. There it is. Um, I'm going to think about a year, but I can't be certain. I think it's been about a year. Yeah, bought it about a year ago, I remember that, but I, um, yeah, it started working just fine. I just wanted to change the password.
12:00
Speaker 2
So you have an MR7350, right? Yes. And how long have you been using this device? For about a year. Okay. All right. Yeah. So, as I've mentioned earlier, sir, um, you can, uh, change the settings of the router by, uh, going into http://myrouter.local or http://192.168.1.1. Okay. So, um, just, yes,
12:00
Speaker 1
Okay. Huh. Yeah, probably, uh, sure. Okay. What's it called? Linksys. Support. Right.
13:00
Speaker 2
sir upon tracking here in our system okay your router m r seven three thirty five is already out of warranty okay so we can give you two options yeah we can give you two options for this sir J on it's either you go to our website which is support dot linksys dot com you can find their article and how to access your router settings and you can also take advantage of our AI tool okay we have the AI tool the second option is our paid connect service which will cost you $15 okay this will last for 60 minutes of troubleshooting and this service is non-refundable so we can walk you through the process but there's a fee for the service you may try our website first which is support dot linksys dot com yeah support that's S U P P O R T dot linksys L-I-N-K-S-Y-S okay thank you
13:00
Speaker 1
comments and I'll try that first. Thank you. You too. All right. Bye-bye.
14:00
Speaker 2
sys.com okay sir all right thank you so much for your time hope um yeah thank you again for calling link sys this is Epi you do have a great night sir take care bye bye [silence]
14:00