V2 Rubric Detail — db73e514-7729-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 21:55
Duration
12m 46s
Contact
Jamie Howard
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135856
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350_wants to reset the Wi-Fi

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-47.7)

V2 Grader Summary

The agent failed to follow the KB for forgotten WiFi passwords by not checking the router sticker first, provided inaccurate technical guidance by claiming only connected device or reset were options, and dismissed the customer by pushing paid support without attempting best-effort troubleshooting for an OOW device. No resolution was achieved, ownership was lacking, and the call lacked empathy and clear next steps.

V1 Case Analysis

Customer unable to recall Wi-Fi password on MR7330 router; no connected device to view settings. Agent offered factory reset and paid support but omitted recovery-key password reset option. Issue unresolved.

Troubleshooting Steps
  • Collected model number (MR7330) and serial number (M2CC01694).
  • Explained that a device already connected to the Wi‑Fi is required to view or change the password.
  • Suggested a factory reset to set a new Wi‑Fi name and password.
Key Observations
  • Agent did not verify whether any device could access the router's local UI before recommending a reset.
  • Agent skipped the non-destructive password recovery method using the five-digit recovery key printed on the router, which is valid for MR series routers.
  • Agent moved quickly to a paid-support upsell without fully exploring free troubleshooting options.
  • The MR7330 is part of the Max-Stream family, which supports the recovery key method as documented in universal_password_login.md and linksys_now_login_admin.md.
Positive Highlights
  • Collected accurate model and serial number information.
  • Identified the router as out-of-warranty and communicated that status clearly.
  • Provided the customer with multiple self-help options (AI tool, email instructions) before offering paid support.
Agent Errors / Gaps
  • Failed to confirm availability of a device that could log into the router admin page.
  • Did not mention the recovery-key password reset procedure (non-factory-reset option), which is supported on MR series routers per KB.
  • Advised factory reset as the only alternative to paid support, which is unnecessarily destructive when a recovery key method exists.
  • Pushed paid support ($15) before exhausting standard troubleshooting steps.
  • Limited empathy and did not acknowledge the customer's frustration until late in the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide a free troubleshooting path; only offered paid support after identifying OOW status.
R2 Not Met Diagnostic thoroughness conf 93%
No meaningful troubleshooting performed; agent skipped checking router sticker, attempting login, or guiding to local UI before suggesting reset or paid support.
R3 Not Met Correct resolution path conf 94%
Agent correctly identified OOW status but failed to provide best-effort troubleshooting (e.g., factory reset guidance, checking sticker, accessing 192.168.1.1), instead immediately pivoting to paid service.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent failed to apply a logical diagnostic process. Per universal_password_login.md, the first step for a forgotten WiFi password is to 'Check the sticker on your router underside'. The agent ignored this and instead claimed the only way was to use a connected device or perform a full reset.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use or suggest using the router’s local web interface (http://192.168.1.1), which is a standard, free tool available to retrieve or reset the password.
T3 Partially Met No misinformation conf 95%
While the warranty status was likely correct, the agent provided technically inaccurate guidance by stating that accessing the UI via a connected device or a full reset were the 'only way' to resolve the issue, contradicting the KB's instruction to first check the router sticker for the WiFi password.
Communication
C1 Not Met Clear & professional language conf 90%
Call flow was disjointed; agent gave a long intro, then abruptly said 'thank you for your time' and later tried to offer paid support without clear transitions.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not verify the customer’s understanding or adapt to the frustration expressed.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of resolving the password issue; instead they pushed a paid service and did not follow through.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps or timeline were set; the agent only listed options without committing to a specific action.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never expressed empathy for the customer’s frustration about the forgotten password.
X2 Not Met Tone & rapport conf 85%
Agent maintained a generic script and did not adjust tone or pace to the customer’s evident irritation.
X3 Not Met Overall experience conf 90%
Customer was forced to consider a full router reset and paid support, increasing effort rather than reducing it.
Call Transcript26 turns · 26 lines
Speaker 1
um Yes, um I am I'm having a if I'm trying to um uh reset my internet password?
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 www.re. 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, 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. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Thank you for calling Linksys. This is Sky. I'll help you.
00:00
Speaker 1
I can't remember it. It's been a couple of years. I called the internet company that we my apartment complex uses. They said they cannot help me at all, but I need to call the manufacturer of the router because we purchased the router personally and then we signed up for the internet separately. So they said I have to call the manufacturer of the router. See. Yeah, if I need to, I cannot remember it. We've had the same password for almost two years and it stopped working and I just got a new iPad for school. I start on Monday and I can't set up the iPad. I have to be able to use it at home and I can't set it up because I can't remember the password.
01:00
Speaker 2
okay okay okay okay so is that the Wi-Fi password that you're referring to ma'am is it the Wi-Fi password Mm-hmm. Mm-hmm Okay so you were trying to connect a new iPad and you forgot what's the Wi-Fi password okay
01:00
Speaker 1
Okay. it's a model number is MR 7330. Right. The serial number is long. It starts with 33. Okay. 33C108.
02:00
Speaker 2
So, before we continue, let me just create a record for this. Can I have the model number and serial number of your Links? It's revised. You can check that at the bottom or underneath the router.. M R seven S seven three five. Oh, right? Um, but the model number, I'm sorry, serial number that's labeled as SN or S + N. Yes.
02:00
Speaker 1
M2CC01694. No, C, C as in country. Yes, no, to and then Charlie, Charlie, just one two, after M. Correct.
03:00
Speaker 2
Okay, that's 33. And then I said E for Edward. Then this is for Charlie. Okay. And then 1-0-M for Mary. And then 22 and then C for Charlie again. Okay. So that's M for Mary, 2th and C for Charlie, C for Charlie, zero, one, six, nine, four. Okay. And aside from this iPad, ma'am, what are the other devices that you have connected to the network? [silence]
03:00
Speaker 1
It's, I just have one device right now. It's my it's my Roku. But it won't show me it won't show me the password. It doesn't show the it has it but it won't show the character. It won't show the password. It won't. I tried to look at it. It's got I'maddy. Discernity. Discernity. D-I-S, B-E-R, N-I-T-Y. 5-0-2
04:00
Speaker 2
okay um okay who's your internet okay who's your internet provider ma'am xfinity right can you spell it ma'am okay and they'll have also your phone number [silence]
04:00
Speaker 1
8 65 646 uh my first name is Jean my last name is Howard it's j a m as in Mary I E H O W A R D oh it's very long okay it's Jamie it's my just my full name Jamie Michelle with two L Jamie Michelle
05:00
Speaker 2
Okay. Mm-hmm. All right. And how about your first name and last name? Okay. Name is J-A-N-E. Okay. It's Jamie, right? Yes. And how about your last name? Can you spell it slowly? And email address? Your cable addresses. Mm-hmm.
05:00
Speaker 1
I'm Howard at gmail.com. No, that's my own network name. No, just the Roku.
06:00
Speaker 2
Okay. Thank you for this information. mom, when you try to go to your iPad and try to connect, what is the name of the network that you can see it there? Is it Linksys or is it your own network name? Okay. And there only the Roku that's currently connected right now, like you don't have any computer or maybe phone that is already connected. Because in order for us to check what is the Wi-Fi password ma'am, is we need to use a device that's currently connected to the router. because this is the only way to like check. We must need to have an access, especially right [silence]
06:00
Speaker 1
I don't. I mean, my TV is connected, the Roku is connected to my TV, the TV is connected to the internet. I mean,
07:00
Speaker 2
Right now that you changed the name, but okay, and the only way to do that is to to access using a device that's connected to the network, okay? Yes. But um the Roku or the TV, um, since it doesn't show the set doesn't show the password, so we need to open or access the user interface of the um, router where is where the the password password was saved. Because if you're only like um, using the default name and the default password, you can just easily check it at the bottom of the router.
07:00
Speaker 1
No, because I've been trying to get this problem solved forever. I'm just using cellular data from AT&T. Because we just changed our, I can't remember the password. I got disconnected, I don't remember what it is. So, I can't connect anything. But the Roku already had it saved and it's like, and it's, it already was saved, but it won't show me what the password is. So that's why I'm just, I'm trying to just get it, reset the password so that I can get my phone, my iPad and reset it on the TV and then, or if anyone else needs to use the Wi-Fi. Like, I mean, when my partner's [silence]
08:00
Speaker 2
Your phone is not connected to the Wi-Fi? Now, that's Okay. Okay. Okay. Yeah. Yes, too. Thank you. Thank you for your time. Thank you. You too. Have a safe night. Yeah, thank you for all. Yeah, just go ahead and turn it off. All right.
08:00
Speaker 1
He can't have an iPad for work, and he can't set it up either.
09:00
Speaker 2
okay. because we can, like, do a reset on the router map and then reconfigure everything, like setting the router back to default settings and then reconfigure it, so that you will have a new name and a new password. so that you will um know that that is your new um settings that you can take note of it, and then so that you will have a notes on it, okay? but that um that's the only way, ma'am. is either we use a device that is already connected to the network, but the Roku will not allow us to do that because we need to open a a page on the router where all the settings is saved, or we can do a reset on the router. [silence] it's like setting the new password. You're just making it more hard. [silence] why did you have to click on it?
09:00
Speaker 1
Okay, so when we reset everything through y'all, how do I have to, how is that, I'm assuming I'm going to have to call the internet provider discernity and somehow what am I going to have to do that? Like, what?
10:00
Speaker 2
setting the router back to default settings then we are going to um set up again like put a name with the password and as well as set up the internet [silence] we can um assist you with the um reconfiguration of the router ma'am okay but before we can start for any um like troubleshooting on your linked like before we do the reset before we do the um reconfiguration of the router to have new wifi settings let me just inform you about the status of the router um it shows it okay [silence]
10:00
Speaker 1
so I'm not so what are you saying I'm not paying for it what are you what are you saying that you can't help me with this because i was out of warranty
11:00
Speaker 2
Here on our system using the serial number this router that you have is aready out of warranty and complementary phone support is no longer available. Okay, but we do have different options for out of warranty. Okay. The first option is you can take full advantage of our AI tool that can be found on our website. that's Yes, ma'am, but we do have options for it. Okay? Again, the first one is you can um use our AI tool that will also give you instructions on how to um check the password and how to reconfigure the password settings. The second option is, I can send you an email on how to um check the Wi-Fi password and as well as how to reset and reconfigure. Okay? And the
11:00
Speaker 1
I would I would like to call y'all back. Oh I need to talk to him about this. This is this is, I'm not to call y'all.
12:00
Speaker 2
The third option is We can walk you you through step by step on how to do those all settings. uh huh. We have this one-time nonrefundable technical support. That will last up to 60 minutes. That is our paid connect service. Okay? And that will cost you only $15. uh. This paid connect service ma'am is nonrefundable. In any case, we found out that the device is defective, there will be no refund. So which options would you like to proceed, ma'am? Uh. Uh.
12:00