V2 Rubric Detail — e5609b08-7648-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 19:04
Duration
31m 47s
Contact
Raymond Tierney
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135694
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device reconfiguration

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall73.1% (+7.1)

V2 Grader Summary

The agent successfully restored the customer's internet connection via a factory reset and reconfiguration. However, the agent provided materially incorrect technical information by stating the default admin password is 'admin', which is not supported by the KB. Due to this technical inaccuracy, the outcome is classified as a Partial Resolution.

V1 Case Analysis

Customer performed 5-press reset (incorrect method), accessed myrouter.local, changed SSID/password, internet restored. Router out of warranty; offered paid support.

Troubleshooting Steps
  • Instructed 5-press reset of the router (incorrect method for factory reset).
  • Guided customer to use the address bar and navigate to http://myrouter.local.
  • Assisted with login using default admin password 'admin'.
  • Walked through changing SSID and password for both bands.
  • Verified internet connectivity after changes.
Key Observations
  • Agent incorrectly used the 5-press method for a factory reset scenario — this is an escalation tool, not a setup reset.
  • Customer successfully accessed myrouter.local and changed Wi-Fi settings, restoring connectivity.
  • Agent clearly communicated out-of-warranty status and offered paid-support options.
Positive Highlights
  • Successfully guided the customer to the correct local web interface (myrouter.local).
  • Confirmed internet connectivity after configuration changes.
  • Properly informed the customer of out-of-warranty status and provided clear next-step options.
Agent Errors / Gaps
  • Used the 5-press method incorrectly — it is not a factory reset and should not be used for initial setup; the correct method is holding the reset button for 10 seconds (per universal_factory_reset.md).
  • Did not confirm the exact model number (only 'WHW' mentioned), which is a protocol miss for accurate guidance.
  • Assumed the default admin password is 'admin' without confirming — some Velop models use a unique password printed on the label (per universal_factory_reset.md).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms: 'I have a internet connection... I’m back in business.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent initiated troubleshooting with reset but did not confirm pre-reset symptoms or test connectivity first; skipped basic checks like modem status or ISP reachability.
R3 Met Correct resolution path conf 90%
Agent correctly identified out-of-warranty status, still provided full troubleshooting, and offered paid support option without dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked about LED state and reset duration but failed to diagnose root cause; assumed reset was needed without ruling out simpler fixes.
T2 Met Appropriate tools / resources used conf 90%
Agent used correct tools: guided to myrouter.local and admin password; no remote diagnostics needed for this scenario.
T3 Not Met No misinformation conf 95%
Agent instructed customer to use 'admin' as the router password. Per linksys_cloud_account.md, local access requires the 'router admin password'. The KB does not state that 'admin' is the universal default; for many models, this is a custom password or found on the label. Providing a generic 'admin' password as a factual default is materially incorrect guidance.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent provided step-by-step help but lacked initial framing, had multiple unexplained silences, and did not summarize progress or manage transitions clearly.
C2 Met Confirmed understanding conf 85%
Agent adapted language to customer’s level, repeated instructions, used simple terms, and confirmed understanding during complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and stayed through resolution despite customer confusion.
O2 Not Applicable Proactive follow-through conf 90%
Issue fully resolved; no pending actions or follow-up commitments made.
O3 Not Applicable Closure confirmation conf 90%
Confirmed first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation to evaluate.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent was polite but showed minimal empathy; did not acknowledge customer frustration or confusion beyond functional responses.
X2 Met Tone & rapport conf 85%
Agent adjusted pace, repeated steps, and used accessible language in response to customer’s expressed confusion.
X3 Partially Met Overall experience conf 75%
Customer struggled with URL entry due to poor browser bar explanation; agent could have reduced effort by clarifying earlier how to distinguish search vs. address bar.
Call Transcript41 turns · 42 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.linksys.com. Please have your device serial number ready. For assistance, press one. Now, for out of warranty product, please have your device 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] Hi, thank you for calling Linksys. This is Joy. How can I help you today?
00:00
Speaker 1
[silence]
12:00
Speaker 2
Okay. Um, have the... Mhm. It's like solid green or lI hunger pink color. Solid hang on solid red. Mhm. Okay. Like for how long did you press the reset button? Okay. So if you like. So if you like press it. Like, for that long, it will delete all the settings of your router and then it will disconnect
12:00
Speaker 1
Okay. Okay. So what do I do? Just leave it? Okay. Okay. Yep, it is 25F16006845240. Uh, start communications. But I think it's now called Telus. They changed names then. Now I think it's called Altima/Telus, I think. Raymond jersey.
13:00
Speaker 2
it from the network and we'll go back to its factory default settings. So you need to set it up again in order for it to work. I'm May I have the serial number first for the Lange device, please. [silence] And who is your internet service provider? [silence] Start communication. Okay. Okay. May I have your first and last name, sir?
13:00
Speaker 1
Yeah reigny T-I-ER any why reigny at start dot C hynre, sorry how many links was routers. well I had I bought to I think I came in a pack of to but I'm only using one. I'm using the master one.
14:00
Speaker 2
Raymond. And the last name, email address, start,” Start,” dot c dot c. Okay, thank you.
14:00
Speaker 1
Oh, do that now? Just hit it, so just do that right now? Okay. Okay. Okay, let me just go downstairs. Okay. So, okay, here we go. 1, 2, 3, 4, 5. Okay. Now it's Orange light. it's like flashing orange, blinking Orange. I, okay. Um, develop, was it develop something?
15:00
Speaker 2
Yes. One press every second. Five times. You have to. And can you try to check your Wi-Fi settings? Check your Wi-Fi list if you can see a network name, Velo setup.
15:00
Speaker 1
I did I did? Yep, I did, I did see that. So, should I go back into that again? or? okay. okay. It's still blinking orange here. I did see a turn green there for a second. Then I went back to orange. Oh, here we go. I think it's, is that crystal? Yeah, I think that's green. I think it's Okay. Yep, let me go back upstairs, because the r or downstairs here. Yes.
16:00
Speaker 2
Yes, so that's the default name. Um, just wait for the router to turn solid seal or blue and then connect to that network name and use the password is at the bottom of that router, then check if the internet is now working. Okay, you have to just wait for it to turn solid blue. Okay, and then you connect to the network name, that up. Um, you need the default password that's at the bottom of the router.
16:00
Speaker 1
Okay. I think bells up some, yeah, I think it's connected. Yes, it's connected. Develop is connected. Yes. My browser. Oh,
17:00
Speaker 2
Okay, um you're using a computer right now, correct? Okay. So once connected, just open up any browser that you have and access this website my router. local. my router.local.
17:00
Speaker 1
router.local yeah I see here okay I I've opened up that now I see that but I I do see a link says accessing a link to smart Wi Fi router user interface okay I entered my router.local and then the address my router.local is a custom shortcut used to access how to access I think I'm yeah oh uh okay
18:00
Speaker 2
Yes, sir. I'll make sure you input that website on the URL bar, not on the search bar so that it will direct you to the page, to a login page. I think yeah. Can you see on the URL bar, can you see like https with the long address?
18:00
Speaker 1
mysee.google.com search, blah, blah, blah. myrouter.local.Yep. How how do I do that? Where am I? Where am I doing that again? I'm on that search bar like copy and paste it. You're saying? Okay. I'm not sure how am I going to do that. I'm not, I'm not terribly I'm using Google.
19:00
Speaker 2
Yes. That one. Yeah. Select that link or select that address and delete and then replace it with [mrouter.local] myrouter.local. [silence] What browser are you using right now? [silence] Do you have Google Chrome [silence] or [silence]
19:00
Speaker 1
I have uh this is yeah sorry this is Google Chrome. Got it. Google Chrome. I'm using. [silence] Yep. [silence] Sorry, I'm right now my the bar's clear. There's nothing on it. I just see the Google symbol. What what am I doing? [silence] Mine router.local [silence] Okay. Okay. And the first thing that came up is an AI overview. The address my router dot local is a custom shortcut. Is that what I want to look at?
20:00
Speaker 2
Microsoft Edge. Okay. So at the very top bar where you can see HTTPs or Google search forward slash, click on that one, it will highlight it. Then delete or backspace. And then there you type in my router.local. Can you see? Can you check the bar again at the very top? Can you see
20:00
Speaker 1
Oh yeah. And my router default router log in. Has that been looking for? Yep. Yep. And delete it? Okay.
21:00
Speaker 2
Yes. See, like forward slash, forward slash and then a long address? Yes, so, select that one, click on that one. It will highlight it and then delete. You delete the entire. No. At the very top bar can you see Https, colon, forward slash, forward slash with a long address? Yes, you select that one. Yeah, delete it and then replace it with my router.local.
21:00
Speaker 1
Okay. Yep. It's, I think it's links. Yeah, now it's coming up as in Access Delo. sign in access develop. Yeah, yeah. Do you there? Okay. Okay. Oh, don't use the one the password that's on my router. Okay, admin just the word admin. Okay, it's asking me to say password. No, thanks. Okay, now I'm into the main screen here. Link. Link says smart wifi tools.
22:00
Speaker 2
yes, Yep. Yeah, and then If it will ask for A password, you just use admin, all in lowercase. Yeah. That's the router password so that's A different one. Yeah. Yeah, all in lowercase. No, thanks. Okay, good. So can you scroll down first? At the very bottom of the page, can you see and use your license agreement?
22:00
Speaker 1
on those windows the very last window says priority priority is off yeah yeah yeah no i i at the very bottom it says if if i'm really looking at the very bottom of this page it says end user license agreement privacy statement third yeah [silence]
23:00
Speaker 2
Privacy Statement, legal options? [silence] Uh the very bottom. No, um, on the main dashboard, you can see Smart Wi-Fi Tools, right? [silence] Uh, kindly scroll down to the very bottom of that page below those white boxes, the very end. Um, [silence] Can you see End User License Agreement, Privacy Statement, that's written on blue font? [silence] The very bottom. [silence] Yeah, that one, that one. [silence] Can you see CA? [silence] Uh can you scroll down that page? [silence]
23:00
Speaker 1
Sorry? privacy statement. I know I see end user license agreement, and then privacy statement, and then third party licenses, and then OCLA privacy policy. OCLA. Yeah,
24:00
Speaker 2
Privacy statement, third party licenses, Okla policy, and then CA can you see that? There's no other word after Okla. Okay, I see. So kindly go to smart wifi tools on the left side, and then under router settings, go to wifi settings. And then, there you can change your wifi name and wifi password. So just click show
24:00
Speaker 1
Okay, sorry. This is all new to me. I'm really just trying to understand what I'm looking at. What am I doing, sorry? Wi-fi, Oops. password. Um Oh what? Yeah, I see that WiFi name Velop Set Up 728 and then there's a WiFi password, but it's um, I can't see it. There's something there. But Okay. Oh, I see it. It's it is the, it's the password that's on my device. I wrote that down. Yeah. Um Yeah, the WiFi name. No, is this the, I'd like to just simplify it, just make it so I can really make it simple. Can I just call that? [silence]
25:00
Speaker 2
you show the two network bands? [silence] So yeah, [silence] you can see [silence] Wi-Fi name and Wi-Fi password, correct? [silence] You can click on that one. [silence] Or there's like an eyeball logo beside it. [silence] Yeah. [silence] Do you want to change it or do you want to leave it as it is. [silence] The name and the password. [silence]
25:00
Speaker 1
Okay. Do I just put my cursor on? what do I call it? Why fine? why fine? Is that what I? or just could be like tyranny. Okay. And then the password. Okay. Then the password. Okay. Okay. And now do I go? Okay. Show more options.
26:00
Speaker 2
Yeah, sure. You can do that. Yeah, just delete. Just click on the box delete and then replace it, uh, whatever name and password you like. Yeah, it's up to you. No restrictions. Mm-hmm. Any password you you like. Um, can you see show more?
26:00
Speaker 1
another, where would that be? where is it? I see down below OK, cancel, Apply. No, below that it says security mode. Right now it says WPA2 personal. Oh yeah, there is. Oh, okay, hang on. Okay, I just changed my wifi name and my password under the 5 gigahertz band. Was that right?
27:00
Speaker 2
[silence] Click on show more, below Wi-Fi password after that there's the word show more written on blue font. There is no 2.4 and 5 GHz. Mm-hmm. Okay, so you need to change both of them so that your network will not be separated. Same exact name, same password.
27:00
Speaker 1
okay I've done both of them now. You're updating wifi settings. changing the wifi settings will disconnect all devices including this one from the router simply reconnect the noise um tuning. okay yeah. Yep. Okay. So say yes. Mm. applying changes your router is applying changes and now it has another box saying okay just hit that again.
28:00
Speaker 2
And then hit apply. Yep. yep.
28:00
Speaker 1
Okay. Router not found. You are not connected to your router. Oh, so should I say, right, should I sit, hit retry or just put that on hold and go back to the. Hear me. Connect. Yep. Now, enter the password. Okay. more.
29:00
Speaker 2
So, just reconnect your computer to the new network name. [Silence] You go to your computer's Wi-Fi settings and then you look for your network name there. Connect and then go back to that page.
29:00
Speaker 1
Connected. There we go. Tierney. Connected. Secured. Yep, it says waiting. Uh, okay. Now I've come back to that setting again where it says, okay, cancel, apply. Should I apply it? Okay, alright. Okay, I think that's, now, okay, on my computer, it's asked me to save this. I don't really want to do that, so, Should I save it? Yeah, it's already, it's already gone away. Yep. Okay, I've already gotten out of that. Okay, so, I, I guess I'm back in business. So, I have a, I have an internet connection. Okay. [silence]
30:00
Speaker 2
Okay, so you can go back to the page, and then just refresh. Just go ahead and hit okay, it's already applied. That's all right. So, it's up to you, sir. Mm-hmm. Yep. Yep. Right, so, yeah, if you wanted to change something or manage your router settings, just go to that website and use the admin word as your...
30:00
Speaker 1
Okay, perfect. Yeah, I just want to be sure I didn't lose the internet. So that's great, fantastic. [silence] Okay, no problem. Is this router that I'm using? The model number is W HW
31:00
Speaker 2
password, for that site, so yes, you're all set up now, so you're all good? Alright, you're welcome, sir, and by the way, um, since your router is no longer under warranty, um, we can no longer provide free technical assistance next time, so um, but you still have the option to avail the paid service that's $15 for an hour, but if not, we can just send you the email instructions for free.
31:00