V2 Rubric Detail — d7d0f29e-71bb-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-27 00:05
Duration
6m 55s
Contact
Samantha Rodriguez
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00135034
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400_Reset Wi-fi Password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall69.2% (+13.2)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and provided a viable path forward via emailed reset instructions, demonstrating ownership and clear communication. However, they failed to conduct basic troubleshooting or utilize the non-destructive five-digit password recovery method documented for SPNM/Cognitive Mesh routers, resulting in an unnecessarily destructive recommendation. Empathy was minimal, though not absent. The resolution was partial because a better outcome (password recovery without reset) was possible but not pursued.

V1 Case Analysis

Customer unable to detect router in Linksys app and lacks admin access. Advised factory reset despite availability of non-destructive recovery method. Emailed reset instructions upon request.

Troubleshooting Steps
  • Identified that the router is not compatible with the Linksys app.
  • Confirmed admin password is unknown.
  • Recommended factory reset as a way to regain access.
Key Observations
  • Agent did not mention or attempt the five-digit recovery key method, which is a non-destructive way to recover admin access on SPNM/LN series routers (per linksys_now_login_admin.md).
  • Agent assumed out-of-warranty status without verification, though this was stated in the transcript.
  • Paid support was offered before confirming eligibility or attempting free troubleshooting steps.
  • Customer successfully received self-help instructions via email, providing a valid closure path.
Positive Highlights
  • Correctly identified that the router cannot be managed via the Linksys app.
  • Communicated clearly and politely, adapting to the customer's preference for email instructions.
  • Provided a concrete next step by sending detailed reset instructions via email.
  • Maintained good call control and did not talk over the customer.
Agent Errors / Gaps
  • Did not verify or suggest the five-digit recovery key method before recommending factory reset, which is a more destructive and unnecessary step (per linksys_now_login_admin.md).
  • Assumed out-of-warranty status without confirming via serial lookup or customer confirmation.
  • Offered paid support before exhausting free, safe troubleshooting options, creating potential frustration.
  • Provided technically incomplete advice by omitting the preferred recovery method.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent offered to email factory reset instructions, but did not confirm if the customer could access the router via browser or attempt non-destructive recovery (e.g., five-digit key), so the outcome was not fully validated.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were attempted (e.g., checking browser access, testing local login via myrouter.info or 192.168.1.1, verifying admin password, or suggesting password recovery using the five-digit key).
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty and offered appropriate options: paid support or free email instructions for self-resolution.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent correctly identified that the app cannot detect the router and inferred lack of admin password, but did not ask for model number or test local browser access to confirm root cause.
T2 Not Met Appropriate tools / resources used conf 95%
The scenario clearly required use of a recovery method (e.g., five-digit key password reset) to avoid factory reset, which is documented in linksys_now_login_admin.md. Agent skipped this tool and defaulted to reset, affecting accuracy and resolution path.
T3 Met No misinformation conf 98%
All provided technical information (router not app-compatible, out-of-warranty status, factory reset as a recovery method) is factually correct per KB articles.
Communication
C1 Met Clear & professional language conf 95%
Agent framed the interaction, explained limitations, presented two clear options, and closed the call with a defined next step.
C2 Met Confirmed understanding conf 90%
Agent used plain language, avoided jargon, and confirmed the customer’s preference for email delivery.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and committed to sending instructions.
O2 Met Proactive follow-through conf 98%
Agent clearly stated: 'I'll send you the instruction... you can wait two minutes after the call and check your email.'
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
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 occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent showed minimal empathy—only said 'I'm sorry' at the end. Did not acknowledge frustration or difficulty setting up after father’s setup, but remained courteous.
X2 Met Tone & rapport conf 95%
Agent matched the customer’s pace, confirmed understanding by checking preferred communication method (email), and maintained engagement.
X3 Met Overall experience conf 95%
By offering to send instructions via email instead of making the customer perform complex steps live, agent reduced customer effort.
Call Transcript6 turns · 9 lines
Speaker 1
welcome to mark
00:00
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, 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. [music]
00:00
Speaker 1
02:06.019ideo is. 02:10.429 Samantha Rodriguez. 02:17.024 yes, uh Samantha Renee. 02:21.419 @yahoo.com. 02:34.259 Yes. 02:38.569 0526 @yahoo.com. 02:51.579 Yes, uh 210 237 1338. We just have, I just have one. Yes. The serial number is S as in Sam, forward slash N as in Nancy, three zero N as in Nancy, one zero C as in Cat, 69912126. I tried doing it online and it wasn't working. And so I tried doing it Um through the app. I downloaded the app. And so when I click add an existing router for a mesh Wi-Fi system and I um click on Find my router, it just says, oops, something went wrong. We can't detect your router. If you want to talk to us, call us. And I got that's how I connected to the TV. But I don't know how to go about logging into the counsel. Yes, my father did.
02:00
Speaker 2
Do you know? [silence] Okay, do you know who set up this Linksys router before? Your father? Okay, so it was not you. This router is not associated or is not supported with our Linksys app. You can access the router setting for this from a browser, but you cannot connect a Linksys app to this specifically. [silence] [HUMAN_REVIEW] Now, since you're not the one who set up the Linksys router, I believe you do not know what is the admin password or the router password for you to check what is the setting so you can check the Wi-Fi password. You have the option to factory reset this Linksys router and have to install it all over again. But you can customize your own Wi-Fi password again and set up the Wi-Fi name. You can use the same Wi-Fi name. It's just starting all over again. You can choose that part if if ever you guys don't remember the admin password to access the setting. And in order to do that, uh, before I would like to give you the instructions, uh, this router is actually already out of warranty. Uh, the out of warranty device doesn't have any free support over the phone anymore. So what we can help is either you can proceed with the paid service, so we can help you over the phone, but that would have a payment of $[REDACTED_PAYMENT_DIGITS] as one-time and
04:00
Speaker 1
Um, if you just want to send me the instructions to my email address that would be that would be good. Okay okay perfect. Okay perfect thank you so much. OK bye. [silence]
06:00
Speaker 2
nothing refundable for, or I can send you the instruction to your email address, how to reset up the link sys router for free. So, which of these two options would work for you? Okay. Okay. So I'll send you the instruction how you can factory reset the router. So you can set it up again using the password that you want and the Wi-Fi name that you want to use. So I'll just create the email. You can wait two minutes after the call and check your email, all right? You're welcome. Thank you for calling. I'm sorry. right bye bye
06:00