V2 Rubric Detail — df16252a-7705-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 17:37
Duration
14m 52s
Contact
Richard Housman
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135820
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: Change the wi-fi password_MR8300
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall25.6% (-30.4)

V2 Grader Summary

The agent failed to resolve the customer’s inability to change the Wi-Fi password, provided technically inaccurate information about cloud accounts, and did not complete required best-effort troubleshooting for an out-of-warranty device. While some basic guidance was offered, critical steps were skipped, no next steps were set, and communication lacked adaptation to the customer’s frustration and technical level, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to change Wi-Fi password on MR8300 via Linksys app. Agent incorrectly stated email/password login is no longer supported, did not guide to local web UI, and mentioned expired warranty with inconsistent paid support duration (15 vs 6 minutes). Customer opted to purchase a new router. Issue unresolved.

Troubleshooting Steps
  • Advised uninstalling and reinstalling the Linksys app
  • Incorrectly stated email/password login is no longer supported
  • Collected serial number and confirmed expired warranty
  • Offered limited paid support with contradictory duration (15 vs 6 minutes)
  • Recommended purchasing a new Wi-Fi 6/7 router
Key Observations
  • Agent provided factually incorrect information: claimed email/password login for the Linksys app is no longer supported, directly contradicting KB (linksys_cloud_account.md).
  • Failed to guide customer to the local web interface (http://192.168.1.1 or http://myrouter.local) to change the Wi-Fi password, a standard and effective method documented in KB.
  • Contradictory information about paid support duration (15 minutes vs 6 minutes) undermined credibility and confused the customer.
  • No verification of router admin password before dismissing cloud login as non-functional.
  • Call shifted to upsell without exhausting basic troubleshooting, particularly local access guidance.
Positive Highlights
  • Collected customer name (Richard Housman) and email (cases@cox.net) accurately.
  • Created a case record in the system, demonstrating case management discipline.
  • Maintained a polite and patient tone throughout, especially during customer frustration.
  • Correctly identified the product model (MR8300) from customer input.
Agent Errors / Gaps
  • Incorrectly stated that email/password login via the Linksys app 'won't work anymore,' directly contradicting KB documentation (linksys_cloud_account.md).
  • Failed to guide customer to local web interface (http://192.168.1.1 or http://myrouter.local) to change Wi-Fi password, a critical and standard troubleshooting step.
  • Provided inconsistent information about paid support duration (15 minutes vs 6 minutes), creating confusion and reducing trust.
  • Did not verify router admin password before dismissing cloud login as non-functional, missing a key troubleshooting step.
  • Prematurely shifted focus to warranty/upgrade discussion without attempting basic, model-appropriate troubleshooting (local access).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer remained unable to change the Wi-Fi password; agent never provided a solution or confirmed resolution.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only suggested reinstalling the app and checking local access; skipped foundational troubleshooting (reboot, firmware check, factory reset, guided local login via http://192.168.1.1).
R3 Partially Met Correct resolution path conf 91%
Agent correctly identified OOW status and offered upgrade path, but did not pursue full best-effort troubleshooting (e.g., guiding local login, recovery key, or manual firmware update) as required for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom (can't change password via app) and asked one clarifying question (Wi-Fi vs router password), but failed to probe admin password status, connectivity, or prior changes that would narrow root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., remote session, admin UI verification, logs); relied solely on customer’s verbal description despite the need to confirm router accessibility and login capability.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated: 'email and password won’t work anymore' — contradicted by linksys_cloud_account.md, which confirms cloud accounts are still valid for remote access on supported models like MR8300.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control and allowed customer to speak, but lacked clear framing, structured flow, or transitions; shifted abruptly from troubleshooting to product sales without alignment.
C2 Partially Met Confirmed understanding conf 89%
Agent used plain language and acknowledged customer’s effort, but did not adapt to frustration level with empathy statements or comprehension checks during complex moments.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent did not transfer, showing ownership, but pivoted to selling a new router instead of exhausting troubleshooting options, implying avoidance of technical resolution.
O2 Not Met Proactive follow-through conf 93%
No clear next steps set; agent asked if email should be sent but did not confirm action, timeline, or follow-up, leaving customer without direction.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation performed and none was warranted — issue was basic configuration, not requiring Tier 2 or hardware replacement.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent said 'you're welcome' and 'that's not a problem' but did not acknowledge repeated frustration, history of effort, or emotional state with specific empathy.
X2 Partially Met Tone & rapport conf 87%
Agent remained polite and patient, but used a flat procedural tone without matching customer’s urgency or adjusting pace to his confusion and age-related needs.
X3 Not Met Overall experience conf 93%
Customer repeated serial number and issue multiple times; agent asked to reinstall app and restart process without first verifying steps already taken, increasing effort.
Call Transcript27 turns · 28 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.Linksus.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,
00:00
Speaker 1
I am about ready to go out of my mind here. I was trying to change the password on my MR83. And uh, when I went in the app, it asked me to set up an account. I set up an account and I'm just, it just spent like an hour. I've been trying to figure this out. And I, when it finally asked, when I finally had the opportunity to change the password, it told me that everything would shut off and that I'd have to enter the password into all my items, my, my, my uh, different, you know, appliances, whatever.
01:00
Speaker 2
Press 8. 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. Uh uh. Hi, thank you for calling Linksys technical support. This is Rio, how can I assist you for today? Uh uh. Uh uh.
01:00
Speaker 1
[KEEP_UNCERTAIN] No, nothing shut off. It's still working. What do I do? Just uh, I guess the the password on the bottom of the Mr. 8300. I'm trying to change that. Yeah, so that here, let me tell you the problem is is that I'm too nice. I've got neighbors down here that I let one of them use it temporarily and I'm a single guy. I'm 68 years old and it's come to my attention that there are 22 items going off and since the summer has come up, these people come down and these little cottages and that are adjacent to our neighborhood and my neighbor next door must have given it to somebody else because it just keeps I don't have enough speed and I'm not upping my.
02:00
Speaker 2
Let me just confirm, sir. What password are you trying to change? Is this the Wi-Fi password or just the router password? The Wi-Fi password. Is this the first time? Go ahead.
02:00
Speaker 1
my speed on my account just to accommodate all these people so he must be sharing it with somebody else or something because there's no way I have 22 items and that's what it's telling me is logged on to my router yes yes I have it I changed the password and nothing shut off so I'm like what am I doing wrong oh okay all right I did that I created an account with an email and a password and then it like I said go ahead
03:00
Speaker 2
Got it, sir. But currently right now, you still have an internet or Wi-Fi, right? Okay. All right. Sir, by the way, if by chance you are currently using the app, you don't need to create an account because email and password won't work anymore. You can only log in using a router password. Okay, you can again sir, you can try to log in using local access or router password. You don't need to use the email and password. [silence]
03:00
Speaker 1
Okay. Right. But when I do that, it's asking me to find it and it won't find it. The router. The di the one, no, no. Yes and then it goes searching and it says it can't find it. It's there's nothing. Right and then it says Go ahead, go ahead, I'm sorry. I did try that. Yes. Um I didn't I didn't have a managed router. I didn't see that as an option. let me go back
04:00
Speaker 2
Find what, sir? The router password, it asks you to put the router password, is that correct? What you mean about sir is the app is not set up yet because it's asking to find the router. Have you tried ... Mhm, go ahead. Have you tried uninstalling and reinstalling the app, sir?
04:00
Speaker 1
all right, I'm going to I'm going to close the app and I'm going to open it up again. How's that? Yeah, well actually this is what it's giving. We could find the router. Keep your phone near your router you're setting up. And I guess maybe it's because I'm not setting it up but it doesn't have any other option. It doesn't have an option to to manage it. it's on. solid like. everything's working. the light on the top. all the nodes have Oh, it's blue. Yes.
05:00
Speaker 2
uh, sure what's what's the light indicator showing in your router? solid What light sir? yeah, what's the color of it? Okay. And are you using your phone? Great. You're still connected with the Wi-Fi or the Linksys Wi-Fi? Can you confirm to me, sir. What's the serial number for your router?
05:00
Speaker 1
29 vee as in Victor 10 See as in cat 659 0 23 22. me let me try I just I'm gonna close the app and open it up again. How's that? Or maybe I'll do like you said. you want me to uninstall it? All right, that's that's what I just did. I I feel stupid. I'm sorry. I I even went on um AI to see it. And I went through the steps that that gave me on AI. Okay, securely log you in. older phone so it's gonna take a minute. I'm sorry. I know you guys are busy. All right, so you you haven't added a router or mesh
06:00
Speaker 2
Thank you. You can try both, sir. You can try the easiest one. You can close and reopen it if it will work. Okay, sir, just take it. Yes, take your time sir. That's not a problem.
06:00
Speaker 1
existing... sorry, they didn't give me a number... got to it. Add an existing router or mesh Wi-Fi system. Set up a new one. I probably should add the existing one, but the account doesn't recognize it. Right, so I'm going to hit add an existing come on, turn off your router or mesh Wi-Fi system. Okay. I'm unplugging the power. I don't even know if there is a button to turn it on and off.
07:00
Speaker 2
Can you tell me with yeah, what are the options? Just add the existing sire, because you have already a Wi-Fi connection. Yup. Are you turned off the device? Okay. All right. So you don't need to do those informations. You can do it
07:00
Speaker 1
My first name and last? Richard Housman, H-O-U-S-M-A-N. All right, so my H as in Harry, H as in Harry, O as in out, U as in up, S as in Sam, M as in Mary, A as in Albert, N as in Norman. Cases like insurance cases at cox.com [silence]
08:00
Speaker 2
later on cuz I guess the app is not recognizing that you are connected to the Linksys Wi-Fi. Now, before I proceed to and troubleshoot your device, I'm going to create a record for you in the system. Can I know your first name and last name? I'm sorry. h
08:00
Speaker 1
case case case, uh, CR atCox. Cox.com. What's that? Cox, obviously. Cox communications.
09:00
Speaker 2
Yeah. Okay. Got it. How about your, who's your internet service provider, sir? Uh, who's your internet service provider? Okay. Great. I was able to create a record for user in the system. However, base on your record here, the warranty of your product has already been expired and just to set proper expectation that for auto warranty devices, we no longer provide free technical assistance. Uh, if by chance you wanted us to assist you through the phone, we can still provide you one-time phone support lasting only for 15 minutes. Sir, is 15 for six minutes.
09:00
Speaker 1
into the Woods, and I'm going to go buy a brand new one and then I'll call you up and then you can help me for however long it takes to set it up. I think that's my best stop, cause this is how old, how old is this machine? Oh yeah, so it's time for a new one anyway. Don't you think? I don't understand what you just said. Please speak slowly.
11:00
Speaker 2
For the device that you have, it has... almost seven years, sir. Okay. Uh, yes, sir. I, of course, the modem that you have from Cox is already Wi-Fi 7. However, the router that you have is just Wi-Fi 5. That's the last option that I can offer you can upgrade. Okay. So, sir, for the router that you have, that's part of our oldest router. The modem that you have is already Wi-Fi 7. However, the router that you have is just Wi-Fi 5. The last option... [silence]
11:00
Speaker 1
Yeah, that's what, that's what I think I'll do. I'll go down to Best Buy and just buy a new router. I have an account with them. I'm gonna try and do it with the email that you send me, and if I can't do that, I'm gonna come up there and cross the street. I'm kidding, of course. I'm just gonna throw it in the trash. And then I'll go I'll go down and buy, what's the best Lynksys one that's out right now? Okay. Yeah, no, I have an account at Best Buy and I haven't used it in forever.
12:00
Speaker 2
that I can offer to you is to upgrade to a newer router. That's the last option. Okay, got it. Now, right now sir, which one are you going to uh, am I still sending you an email for troubleshooting guide or you're going to purchase a new device? Okay. You can try to check sir, Wi-Fi 6 or Wi-Fi 7 Linksys devices. It's available you can double check.
12:00
Speaker 1
[KEEP_UNCERTAIN] forever. And if you don't use it for a while, they take the credit card away. So, I'll get I'll work. If I can make it work, then I'll go down and just buy something. Cuz this is so frustrating. And then if it's a new one, I'll be able to set it up under the new, you know, they'll find it, all that stuff. And it will eliminate all these people that are writing on my signal. Cuz I like I said, during the winter. Yeah, during the winter they don't have any problems. And then when people come down in the summer, I keep getting dropped. I keep getting dropped, it interrupts my my signal. So I know that there's something going on. All right, thank you. And like I said, I don't have [REDACTED_PAYMENT_DIGITS] I don't have [REDACTED_PAYMENT_DIGITS] items. I've got a fire stick, my laptop, two phones and two TV. That's it. So, I don't see how it can be, how [REDACTED_PAYMENT_DIGITS] items can be on this router. You know what I mean?
13:00
Speaker 2
Okay, sir. Yes, sir, you're correct. Okay, sir. Exactly, sir. Yeah, they might have been, uh, connected already to your Wi-Fi. So that
13:00
Speaker 1
Right. Yep. They're sharing the, either they've got a bunch of items over there or they shared it with another neighbor. And, uh, that's bullshit. Excuse my French. All right. Thank you so much. What was your name? Yes. C cat A Albert S Sam E Edward S Sam at Cox.net. Oh, thanks so much. I'm sorry I'm frustrating to deal with. Okay, thank you so much. Honey. Have a great day. Bye.
14:00
Speaker 2
that's why it shows there. Uh. Rio, sir, please just to double check your email address is cases at Cox dot net correct? Okay, got it, sir. You're welcome, sir. It's okay, sir. That's not a problem. You have a nice day ahead, sir. Just wait for three minutes, and you can refresh your email. Thank you, sir. Thank you, sir. Have a nice day. Bye-bye. Of course. Sorry.
14:00