V2 Rubric Detail — dcb9a0d0-7422-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 01:27
Duration
8m 24s
Contact
Jessica Berry
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135257
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR20MS_No Wireless Connection

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall11.1% (-24.9)

V2 Grader Summary

The agent failed to resolve the password issue or conduct meaningful troubleshooting, neglected to distinguish Wi-Fi from admin password as per KB, and provided no resolution path or escalation. Despite polite tone, the call lacked ownership, technical accuracy, and customer empathy, leaving the issue unresolved and effort high.

V1 Case Analysis

Customer unable to log into MR20MS router admin using label password; agent did not provide reset steps or next-action guidance.

Troubleshooting Steps
  • Collected serial number and model (MR20MS).
  • Confirmed ISP (Spectrum).
  • Repeated that the password is on the bottom of the router.
Key Observations
  • Agent did not confirm the correct local login URL (http://myrouter.local) for MR20MS, which is critical for setup.
  • Agent failed to provide the recovery-key password reset procedure, which is the standard KB solution for this issue on MR series routers.
  • Agent did not verify whether the customer was connected to the router's Wi-Fi network, a required first step for local access.
  • Call lacked any structured troubleshooting flow and ended without resolution, escalation, or callback arrangement.
Positive Highlights
  • Collected accurate device information (model MR20MS and serial number).
  • Confirmed ISP (Spectrum), which is relevant for network context.
Agent Errors / Gaps
  • Failed to provide the recovery-key password reset procedure, which is explicitly documented in the KB for MR series routers (universal_password_login.md).
  • Did not confirm the correct local login URL (http://myrouter.local) for MR20MS, as specified in the KB.
  • Did not verify the customer's connection to the router's Wi-Fi network, which is necessary for accessing the local admin page.
  • Provided no concrete next steps, escalation, or callback arrangement, leaving the customer without a path forward.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never confirmed resolution or provided a working solution; customer remained locked out with incorrect password guidance.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps taken; agent only collected info and repeated generic prompts without troubleshooting the password failure.
R3 Not Met Correct resolution path conf 97%
Agent failed to determine correct path: did not distinguish Wi-Fi vs admin password, offered no reset/recovery, and dismissed OOW customer without best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 99%
Agent did not identify symptom type (Wi-Fi vs admin login), ask relevant questions, or determine root cause; confused password types despite KB distinction.
T2 Not Met Appropriate tools / resources used conf 98%
No tools used (KB, admin UI, remote session) despite clear need to verify default admin password or guide recovery for MR20MS.
T3 Partially Met No misinformation conf 96%
Agent correctly stated to use label password for Wi-Fi (per KB), but failed to provide correct admin password 'admin' for MR20MS, causing material inaccuracy.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked framing, clear transitions, or control; agent drifted between data collection and vague prompts without guiding interaction.
C2 Partially Met Confirmed understanding conf 90%
Agent used formal tone, repeated name spelling, but did not adapt language or confirm understanding of technical steps like password entry.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent took no ownership: offered no solution, made no commitments, and avoided effort to resolve or escalate the core issue.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up actions established; customer left without direction after call.
O3 Not Applicable Closure confirmation conf 99%
First contact with no prior history; no handoff or re-asking of documented information occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Escalation was warranted due to unresolved setup and customer distress, but agent made no attempt to escalate despite inability to resolve.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be evaluated; customer was never informed of any escalation path.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent remained polite and did not show impatience, but offered no sincere empathy or acknowledgment of customer's frustration and financial strain.
X2 Partially Met Tone & rapport conf 88%
Agent maintained steady pace but failed to adjust tone or check comprehension when customer expressed distress and confusion about password types.
X3 Not Met Overall experience conf 96%
Agent repeatedly asked for personal details (name, number) and did not use known info to reduce effort; customer had to re-explain issue multiple times.
Call Transcript14 turns · 16 lines
Speaker 1
Yes, ma'am. I'm trying to set up a new system that I have got. And I'm entering the password that is on the back of my system, and it keeps telling me the password is incorrect.
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 one now. For out of warranty products, paid support may be available depending on your issues. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. Thank you for calling Linksys. This is Carly. How may I help you? Okay. Yes.
00:00
Speaker 1
Yes ma'am, I have to use the speaker of my phone or I will not be able to hear you or you will not be able to hear me. Yes ma'am. Okay. I've got the serial number. It is five zero U 110M 5D as in dog 0512 2819.
01:00
Speaker 2
Ma'am, might I apologize, but are you using the speaker mode of your phone? The line is not clear. I believe we have a [silence] of the model number and serial number of that node or of that new link. Is device. Okay. I'll look up the model
01:00
Speaker 1
[silence] Yes ma'am. The model number, it says MR20 and then it has a MS after it. Yes ma'am. [silence] Uh, I cannot remember the name of my internet provider because my roommate pays the internet bill. I believe it is, um, I believe it safe zone. I'm pretty sure it safe zone. Yes ma'am.
02:00
Speaker 2
Okay, it's 50 U for umbrella, 10, M for Mary, 15, D for David, 0 5, 217. Okay, thank you. And how about the model number? Okay, and you only have one linksys device, right? How long? Okay, and who's your internet provider? Like Spectrum, ADND. Spectrum. Okay, thank you. All right. And, um, can I have also your phone number, ma'am? In case we get disconnected.
02:00
Speaker 1
It is, it is, 381 118, 62. Jessica Barry. Yes ma'am. Yes ma'am. I do not have an active email at the moment. My cousin uses it, but I don't know what his is. It is worth.
03:00
Speaker 2
I can call you back. Um huh. What? Mhm. And how about your last name? it's spelled as J-E-S-S-I-C-A. And your last name isberry like B-E-R-R-Y ? How about your email address? Okay. All right. And again, this is the first time that you're going you're going to set up the device. And what's the color of the light mail that is in front of the router? It's blue.
03:00
Speaker 1
Yes, ma'am. Yes, ma'am. And it tells- this router was brand new, never opened out of a brand new package and everything. I opened the package myself. [silence] Yes, ma'am. And nobody has had access to it except for me. [silence] [KEEP_UNCERTAIN] Okay. A couple of weeks ago, but my work schedule has been crazy and I have not been able to set it up until now. I do not remember where my husband got it to be honest with you.
04:00
Speaker 2
So you're just going to like if you want to connect to the Wi-Fi network please use the password that's underneath the router. When did you bought this router ma'am? You can also take advantage of existing. There's an extended warranty. If you opted out of the pre-paid online Can I get the model number so I can look it up for you? When did you buy it online or is it in the local store? Okay. Because eh it shows it here in our system ma'am that the router is already out of warranty and. If no speech, output only:
05:00
Speaker 1
Okay. No, it's still not allowing me to connect. The name of the network I'm trying to use that I was connected to before. I'm using my phone. I cannot disconnect from the Wi-Fi on my phone or I will lose the call. But I tried all those steps, I went to all these steps. I tried using the Wi-Fi.
06:00
Speaker 2
To validate the warranty if possible, you can send us the receipt. Where were you able to connect now to the Wi-Fi ma'am. Did you use the password? It's what's the name of the network right now? Right now. When you try to view the network on your you're using your phone or you're using a computer? So so which um So you're phone right now ma'am? Connected to what Wi-Fi? Is it connecting the data or is it connecting? [silence]
06:00
Speaker 1
it is connected to the other Wi-Fi because of where I live. if I disconnect the Wi-Fi, I will lose the call and there will be no way for you to contact me back. but I had already went through all these steps of trying to enter the password for the other router that I'm connected to and it is still telling me I am wrong. [silence] no ma'am I live on a very fixed income. I spent the last little bit of money I had to buy this piece of system and I'm really ready to see it back in pieces. [silence]
07:00
Speaker 2
Okay, when you, there's no other device that you can try, ma'am, to connect to the Wi-Fi, except for your phone. Uh, if you're looking at underneath the router, ma'am, you can find their name and password, right? The name, um, the name listed at the bottom of your router, when you go to your, uh, when you view the Wi-Fi on your phone, can you detect that name?
07:00