V2 Rubric Detail — e305dde4-69c5-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 20:56
Duration
9m 36s
Contact
Chris Haug
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133665
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: Reconfiguration_MR7500
⚠ Auto-Zero applied: T3 Not Met — agent provided materially incorrect technical guidance by stating a factory reset is the only option, when the MR7500 supports non-destructive password recovery via the Recovery Key method. This is a critical protocol violation per universal_password_login.md.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication4.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.2/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall0.0% (-64.0)

V2 Grader Summary

The agent identified the device and offered a resolution path but failed to follow protocol by skipping non-destructive recovery options. The MR7500 supports a Recovery Key password reset, which the agent did not mention, instead proceeding directly to factory reset. This constitutes materially incorrect technical guidance, triggering an auto-zero despite otherwise adequate communication and ownership.

V1 Case Analysis

Customer unable to connect to Wi-Fi on MR7500 after family member left; suspects password change. Agent advised factory reset (20-sec button press) to restore default credentials and will email setup steps.

Troubleshooting Steps
  • Collected customer information (name, email, model, serial)
  • Verified router model and out-of-warranty status
  • Offered paid-support option
  • Provided factory reset procedure to restore factory defaults
Key Observations
  • Agent failed to suggest the five-digit recovery key method (non-destructive password reset) before recommending a factory reset, contradicting KB documentation (linksys_now_login_admin.md and universal_password_login.md).
  • Agent introduced paid support before exhausting all free troubleshooting paths, which may appear as an upsell rather than customer-first support.
  • Factory reset instructions were accurate: 20-second button press and waiting for solid blue light.
  • Agent did not verify whether the customer had access to the router label to retrieve default credentials after reset.
Positive Highlights
  • Accurately collected customer information including full name, email, model number, and serial number.
  • Correctly identified the MR7500 as out of warranty and transparently communicated support limitations.
  • Provided accurate factory reset instructions: hold reset button for 20 seconds and wait for solid blue light.
  • Offered to email setup steps, providing a self-help path after the customer declined paid support.
Agent Errors / Gaps
  • Failed to suggest using the five-digit recovery key to reset the admin password before recommending a full factory reset.
  • Did not confirm whether the customer could access the router's underside to retrieve the default Wi-Fi credentials after reset.
  • Introduced paid support before exhausting all free troubleshooting options.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent recommended a factory reset to restore default settings, but did not confirm if the issue was actually resolved — customer did not confirm success post-reset, and no verification step was performed.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped basic diagnostics: did not ask about the red LED meaning, whether the customer tried connecting with the default password, or if other devices could connect; jumped straight to factory reset after model verification.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the device was out of warranty and offered paid support, but failed to provide best-effort troubleshooting — a factory reset is a last resort, not the first step; should have first advised checking default credentials or recovery key (if supported).
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (no internet, red light) but did not ask targeted questions to isolate cause (e.g., was Wi-Fi name changed? Can any device connect? Was admin password forgotten?) before concluding reset was needed.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (e.g., remote access, logs) were available or necessary for this scenario; agent relied on correct procedural knowledge for reset, which was appropriate given the constraints.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated the only option is a factory reset. MR7500 supports the Recovery Key method (per universal_password_login.md) to reset the admin password without erasing settings — agent omitted this non-destructive step, violating protocol.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations about warranty status, explained options, and guided the call through information gathering and next steps without losing control.
C2 Met Confirmed understanding conf 90%
Agent used clear, simple language, repeated key information, and adapted to the customer’s conversational pace and understanding level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on sending an email with instructions.
O2 Met Proactive follow-through conf 90%
Agent clearly stated that an email with setup steps would be sent, providing a defined next step and follow-up action.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted — issue was within scope of L1 support even if out of warranty; agent made correct decision to handle it directly.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, so E2 is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and professional but did not acknowledge the customer’s frustration about the situation (e.g., family member interfering, sudden loss of service).
X2 Met Tone & rapport conf 90%
Agent matched the customer’s tone, maintained engagement, and responded clearly to questions throughout the call.
X3 Partially Met Overall experience conf 85%
Agent avoided unnecessary repetition but could have reduced effort by first suggesting checking the default password on the label or using the Recovery Key instead of jumping to a full reset.
Call Transcript16 turns · 18 lines
Speaker 1
[silence] Yes, sir. I'm going to see. I think I might have to rewrite my password. I'm not sure. The story, long story is I had a family member staying stayed in part of the house and I had a router here.
00:00
Speaker 2
Welcome to [silence] your call may be monitored for [silence] 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 [silence] products, please have your device's serial number and contact information ready. If unable, kindly call back later. For [silence] product paid support option may be available depending on the issue. Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today? Hmm.
00:00
Speaker 1
and now I can't get the internet to work on it. So it might be an internet or it might be, it might be going out too, I don't know. So that's why I called to ask you guys. I got a couple questions about it. Yeah, well, the Wi-Fi's not working. It's I have a house and then further down, I have a cabin where he was staying in the cabin and then he moved out and I can't get this to work. Okay. My first name is Chris.
01:00
Speaker 2
Oh, so you're unable to connect your family member's device to the Wi-Fi? Uh-huh. I see. Okay, so let me just run some verification with you first and gather some information about your Netgear router in order for me to really check on this one and see what I can do to help you with your concern, okay? So, uh, let me just create a quick record here, uh, and, uh, let me start with your full name. [silence]
01:00
Speaker 1
Last name is haug, h-a-u-g. H-A-U-G. Yes, sir. Yes, sir. My what? Oh, yes. F lowercase, f-u-r-r-y, d-u-c, 30 at Yahoo.com. Yep.
02:00
Speaker 2
Chris. I'm sorry? Can you repeat that one? Your last name? That's H-A-U-G. Okay. And for Chris? That's C-H-R-I-S. Okay. Now, can you provide me your email address as well? Your email address. Okay. So, that's F-R-R-Y-D-U-C-3-0. At yahoo.com. Okay. Got it, sir. And let me also check
02:00
Speaker 1
Yes, that is correct.
03:00
Speaker 2
It's 682472957. Okay. That, great. Okay. Now, could you provide me the model number and the serial number of your Linksys router? Um... Okay. Uh, let me just repeat that one. It's 45C10 M27 C00474. All right. Thank you so much. And then, oh
03:00
Speaker 1
Oh it's a um uh uh Starlink. Now I have a red light on front of it. Does that mean anything or no? Okay. See I think my family member was jacking with this thing and I don't know what he did because it was working fine. He was staying here for a while. Then he moved out and it's not working now and I don't know if he did something to it. And so I wanted to call you guys to see if you could help me out. [silence]
04:00
Speaker 2
Starlink. Okay. All right. So, um, right now, sir, this uh, router of yours isn't working. So it means uh, it doesn't have internet at all? Oh, yes, sir. It means it's offline. I mean, it got disconnected. Oh. Oh. I see. So, um, here's the thing, uh, Sirkus. I've checked here your, the links or the information of your router and I've, found out your model number is an mr7500 uh... So that's the model number of your linksys device and just to set your expectations sir uh... This uh... specific model is already part of our uh... end of life devices which means we no longer manufacture this one and also looking at the information here the device is already out of warranty since um 2024 um unfortunately sir for out of warranty devices we no longer provide a free troubleshooting assistance over the phone however we do have an ongoing support through our paid connect service for a one-time fee of $15 which you might want to consider but if you don't want to opt in with the paid connect service I can send you an email for the troubleshooting steps that you can perform that includes um the information of this
04:00
Speaker 1
okay what I think okay what yeah that's fine um what I think I might be what I think it might be he I think he might've changed the password on the on the name of it now is there a way to fix that because I tried to connect my phone to the over here and it did not work it has worked in the past that that might be my problem. Now can you now can you is there a way to change the password where I could put it again.
06:00
Speaker 2
the model, or the user guide of this model, so that you'll know how to reconfigure it. But anyway, what troubleshooting have you done so far? I'm sorry. Yes. Oh. Oh, I see. Sir, if that's the case, if it was, if the password was changed, then there's no devices that is already connected to it. That would be the only possibility. Okay. I see. The only option, sir, is to reset the device. So, it um, technically, you're goinging to um, reset it back to its default settings. So, yeah, yeah. To properly reset it, uh, it's a hard reset. So, technically, it will erase all the configuration that you previously had with this router. So, to do that, you just have to press and hold the reset button in the router for at least 20 seconds. So, press, press and hold it for 20 seconds. And, um, once done, you just have to leave it for at least two minutes until it, uh, turns, like, uh, on setup mode, normally, it goes, uh, purple light or, uh, blue light right away. So, the password that you're going to use and the Wi-Fi name that will broadcast is the one that is, um,
06:00
Speaker 1
Right. Correct. But do I need to push that red, do I need to push that red button on the bottom, on the back, I mean? Okay. Okay. So I just told that button down and then it was all reset again, I guess. And I will, and I will use that same password that I had previously, correct? That's on the back? Okay. All right.
08:00
Speaker 2
is the one that are located underneath the device? Yeah. So yeah, you can yes, sir. You need to yeah, you need to press and hold it for at least 20 seconds to reset it. Yeah, sir. So for um for the for the setup, uh I'll be sending it to you via email. All right. So, um, yes, sir. Exactly. Um, the password that is located. Yes, sir. That the one that is located on the router itself. All right, sir. So, uh anything.
08:00
Speaker 1
No? I think we're good. I'll get that email from you. I'm holding this down for 20 seconds. And do I just release it after that, I guess? Okay. All right. I'll get that email from you. Thank you, buddy, for helping me out on this. You too. Thank you. I got you.
09:00
Speaker 2
Sure, are there any other issues you would like me to address aside from this Okay. So just expect okay. All right Sir. Yes Sir and then leave it for at least two minutes and then you try to connect to the Wi-Fi. All right. All right Sir. You're very much welcome and thank you so much for calling on us. Have a great day Sir. Take care.
09:00