V2 Rubric Detail — e4ebbac2-70c6-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 18:51
Duration
12m 1s
Contact
Terrence Reid
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134823
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup.

V1 Rubric Scores

Resolution5.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.5/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall76.5% (+6.5)

V2 Grader Summary

The agent successfully resolved the login issue by correctly identifying the default 'admin' password for the WRT3200ACM, which the customer confirmed restored access. However, communication adjustments for the hard-of-hearing customer were insufficient, and the request for a receipt added non-technical effort. Troubleshooting was adequate but not fully thorough, and next steps included an unrelated administrative task.

V1 Case Analysis

Customer unable to access WRT 3200 ACM admin page; instructed to use http://myrouter.local and default password 'admin'; login successful. Agent misstated URL and did not accommodate hearing request.

Troubleshooting Steps
  • Confirmed router model (WRT 3200 ACM).
  • Collected serial number and customer contact details.
  • Directed customer to access local router UI via http://myrouter.local.
  • Advised using default admin password 'admin' (lowercase).
Key Observations
  • Agent misstated the URL as 'my rerouter.local' at [09:00], which could confuse customers, especially those with hearing difficulties.
  • Agent did not accommodate the customer's request for slower speech despite explicit mention of hearing difficulty at [01:00].
  • Agent incorrectly claimed to have updated the warranty without verification at [11:00].
  • Correct technical guidance was provided despite earlier confusion.
Positive Highlights
  • Provided correct default admin password 'admin' for WRT series routers.
  • Successfully guided customer to correct local access URL after initial misstatement.
  • Confirmed network status as connected, validating resolution.
Agent Errors / Gaps
  • Misstated the access URL as 'my rerouter.local' instead of 'myrouter.local'.
  • Failed to accommodate the customer's hearing difficulty request.
  • Incorrectly claimed to have updated the warranty without evidence.
  • Did not collect or cite a HappyFox case number.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms access: 'It works. I'm back in and I recognize where I'm at.' Issue fully resolved with login restored.
R2 Partially Met Diagnostic thoroughness conf 82%
Agent asked basic setup questions but did not verify physical connections or test network path; relied on KB without confirming if customer tried myrouter.local or 192.168.1.1 first.
R3 Met Correct resolution path conf 95%
Agent correctly applied that WRT3200ACM uses default 'admin' password and has no recovery key — appropriate path based on model-specific knowledge.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Identified symptom (login failure), asked diagnostic questions (computer use, modem connection), and correctly deduced password issue as root cause.
T2 Met Appropriate tools / resources used conf 96%
No tools beyond KB were needed; issue was resolved using correct default password guidance — appropriate for this scenario.
T3 Met No misinformation conf 97%
Stated 'admin' is default password and WRT3200ACM lacks recovery key — both technically accurate per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 78%
Agent maintained structure but frequently paused mid-sentence, failed to reframe after customer's hearing request, and allowed silences to stall progress.
C2 Partially Met Confirmed understanding conf 80%
Used simple terms but ignored explicit request to 'take it slow' — repeated instructions at same pace, no confirmation checks for understanding.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Took full ownership: initiated email, guided login process, resolved issue without transfer or deflection.
O2 Partially Met Proactive follow-through conf 75%
Gave next step (attach receipt) but tied it to warranty update unrelated to technical fix; no follow-up timeline provided for that task.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; confirmed first contact with no handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Remained professional but did not acknowledge customer's frustration or hearing difficulty; missed empathy opportunity despite repeated requests for slower speech.
X2 Partially Met Tone & rapport conf 83%
Did not adjust speaking pace or use alternative phrasing after customer said 'I'm hard of hearing' and asked to 'take it slow'.
X3 Partially Met Overall experience conf 87%
Asked customer to provide receipt — an administrative task unrelated to solving the login issue — adding unnecessary effort.
Call Transcript16 turns · 18 lines
Speaker 1
My name is Terrence reed and I'm having trouble installing my WRT 3200 ACM. I'm sorry, say that again. I still didn't understand that. I'm hard of hearing. So, take it slow. Yeah. Yes. From Amazon. Terrence T-E-R-R-E-N-C-E. Last name is Reed, R-E-I-D. [silence]
00:00
Speaker 2
and the router asking if the router is newly purchased and what store the client purchased the router from as well as asking for the user's name
01:00
Speaker 1
704 840, 5,454.Chid.t.r...f-
02:00
Speaker 2
And your e- what mail. So it's R for Robert. E for elephant for I for India. D for delta dot H for home. E for elephant.
02:00
Speaker 1
I'm sorry. Say that again. I have the WRT 3200 ACM. Yes, 1981010609605041. Spectrum.
03:00
Speaker 2
And how many lengthists router do you have? How many lengthists router do you have? May I please provide your serial number. [silence] And who is your internet service provider, sir? Okay. So, let me send you a message through email and all you need to do is to reply and then kindly attach a receipt or any proof of purchase.
03:00
Speaker 1
You're going to need a receipt for from Amazon. Okay. Just a second. You guys trippin', man. Okay. I have the order number. Do you, do you want the order number?
04:00
Speaker 2
Okay. So I just sent the message to your email, sir. Now, I want you to attach the receipt. I sent the message to your email. The reply, then, attach the photo or screenshot of the receipt. [silence]
05:00
Speaker 1
Okay, I just started it. My computer is on. yes, Everything is set up. And when I went to um online to get to get it up. It did not recognize the password and the only password that I had for the router when it asked for the password.
08:00
Speaker 2
Again, while waiting for the receipteter, [silence] do you have a computer or a laptop that we can use to set up your Linksys router? [silence] Okay. [silence] And what have you done so far? Have you already [silence] plugged the router directly to the modem? [silence] Okay. [silence] So let's just try to [silence] do it again. [silence] So you tried to access the web interface.
08:00
Speaker 1
I I used Linksys smart. Oh, what is it? Linksys smart wifi.org. I tried that one too, and it and it and it didn't work, but I'll try it again. It is. I've got it on the Linksys router system. Okay. What is that?
09:00
Speaker 2
192.168. 1.1 or my router.local? no don't use that one we currently discontinued the remote access so use my rerouter.localyeah make sure your computer is connected to your Linksys router.
09:00
Speaker 1
Is it my router? [silence] Okay. And it's asking for [silence] access router, [silence] router password. [silence] Okay, say that again slowly. [silence] Admin. [silence] Okay. See, I didn't know that. [silence] That probably works. [silence] It works. [silence] I'm up. [silence] I'm back in and I recognize where I'm at.
10:00
Speaker 2
My router, dot local. Okay, try to use admin, all lowercase, A-D-M-I-N. Admin, the word admin, all lowercase. Yeah. Okay. And check your network status. Is it connected? Okay, that's good. So you're currently on the linksy Linksys Smart Wi-Fi tools. And then can I check your network status? [silence]
10:00
Speaker 1
I'm sorry, say that again. [silence] Oh. My network status is fine. Yup. [silence] Nope, that'll be it. I'll just add that to my notes. I have to press admin in there if I reset it again. I think, okay. Thank you.
11:00
Speaker 2
Check your network status. It shows connected. Okay. Okay. So, since you're connected, your Linksys router is online. And I already updated your Linksys warranty based on the date wherein you purchased your device. So is there anything else that I can help you with? Okay. Yeah, no need to reset your Linksys router password. Just use admin sure because this router doesn't have any recovery key.
11:00