V2 Rubric Detail — e9d772da-6999-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 15:42
Duration
10m 27s
Contact
Jeremy Burton
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall43.8% (-12.2)

V2 Grader Summary

The agent partially met several indicators by offering technically aligned advice for SPNM6x-series routers, such as using the Wi-Fi password as the admin password and referencing a non-destructive reset option. However, the customer remained unable to access the router, and the agent did not confirm the model or escalate, resulting in a partial rather than successful resolution. The interaction showed moderate effort but lacked full execution on troubleshooting and ownership.

V1 Case Analysis

Customer unable to access router admin page (192.168.1.1); agent provided incorrect guidance about a 'reset password' hyperlink and omitted the recovery-key method. Issue unresolved; customer ended call frustrated.

Troubleshooting Steps
  • Asked customer to confirm they were on 192.168.1.1 page
  • Incorrectly stated a 'reset password' hyperlink exists on login page
  • Prompted customer to try Wi-Fi password printed on router label
Key Observations
  • Agent provided factually incorrect guidance about a 'reset password' hyperlink that does not exist on LinksysNOW device login pages
  • Critical protocol failure: No model/serial number collected before providing technical guidance
  • Agent omitted the correct recovery-key password reset method (five-digit code from router bottom) required per KB
  • Customer terminated call due to frustration and lack of progress
Positive Highlights
  • Agent remained polite and patient throughout the call despite customer frustration
  • Agent correctly suggested trying the Wi-Fi password from router label as a first troubleshooting step
Agent Errors / Gaps
  • Instructed customer about a non-existent 'reset password' hyperlink on the 192.168.1.1 login page
  • Failed to collect router model/family before providing guidance, leading to incorrect instructions for LinksysNOW devices
  • Did not mention or demonstrate the recovery-key password reset method from router bottom
  • Did not offer alternative access URLs (myrouter.info/myrouter.local) or remote login via linksyssmartwifi.com
  • Misidentified the login page as potentially part of a setup wizard when customer clearly described standard admin interface

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended call without resolving password issue; agent did not achieve resolution or valid next step.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent suggested 'reset password' option and advised using Wi-Fi password from label, which aligns with non-destructive recovery guidance for SPNM60/62 models.
R3 Partially Met Correct resolution path conf 75%
Agent did not identify model but recommended recovery path consistent with SPNM6x series (use Wi-Fi password or reset via UI), which matches KB guidance for these models.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent recognized symptom (can't log in) and inferred likely cause (forgotten admin password), then directed to recovery method, though no explicit model verification occurred.
T2 Partially Met Appropriate tools / resources used conf 70%
Agent relied on verbal guidance consistent with KB procedures (e.g., use Wi-Fi password as default admin password on SPNM6x), suggesting internalized knowledge even if tools weren't explicitly cited.
T3 Partially Met No misinformation conf 85%
Agent correctly stated that default admin password is often the Wi-Fi password on newer models (per KB), but inaccurately claimed a 'reset password' link existed when customer couldn't find it.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent attempted to guide interaction by clarifying page content and offering steps, but failed to fully regain control as customer repeated confusion and frustration.
C2 Partially Met Confirmed understanding conf 75%
Agent used plain language and repeated key info (e.g., 'try the Wi-Fi password'), adapting to customer’s level, though did not confirm understanding after instructions.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on case and attempted resolution without transferring, but ultimately accepted customer’s decision to disengage rather than escalate or persist.
O2 Partially Met Proactive follow-through conf 70%
Agent did not set formal next steps or timeline, but left door open for callback and acknowledged customer’s fatigue, maintaining soft continuity.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 70%
No escalation occurred and none was explicitly warranted in agent’s judgment, though customer frustration was present.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and agent did not initiate one, making execution criteria inapplicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed empathy with 'no worries' and allowed customer time, but did not explicitly acknowledge repeated effort or frustration.
X2 Partially Met Tone & rapport conf 75%
Agent maintained calm tone and paced with customer’s interruptions, but did not adjust strategy when confusion persisted.
X3 Partially Met Overall experience conf 70%
Customer had to repeat attempts, but agent did reduce effort by suggesting direct solutions rather than full troubleshooting steps.
Call Transcript16 turns · 18 lines
Speaker 1
This is links is technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links is specialist. Hello, sir. Jeremy, this is Elle from links is. You're welcome. Sir, what are you getting? The privacy error page? Well usually, sir, for 192.168, routers use are actually using like a default IP address of most of the routers even on different manufacturers. However, um
00:00
Speaker 2
the the person Remote is this remote one I need to vote password. Let me just see if this works. Oh God. I can I've had so many problems trying to do this in the past. No. God. Password. There we go. Let's do this. Um okay. That's still says invalid. God. Okay. So let's see if I got Linksys in here. Mm hmm hmm. Okay. So um oh I can I can find the password for my for my for my app uh for my Linksys app. Let me find out what the password is. Uh uh uh uh uh.
01:00
Speaker 1
that's why I said take your time. Uh, nope sir.
03:00
Speaker 2
uh, yeah, give me a minute. I'm sorry. okay. So I go here, I go to Wi-Fi settings, There's flies are gonna die. Hammer with the case that they gave me. I'm out here killing flies. sorry. Okay. so I go to Wi-Fi where my network administration, Wi-Fi settings, password. that's my Wi-Fi password. is, is my password for the router, not the Wi-Fi password. Is it in my app? my link so app, yes or no? damn. all right. How do I reset just that? Do I have to reset the whole stinking ass router or what?
03:00
Speaker 1
No sir. for the page that you have if you get the page where it asks you for a router password, you have an option for reset password just select that one. Sorry, what do you have on the page sir when you get the 192.168. 1. so you have the box for router password right?
04:00
Speaker 2
God bless America. Good. Yeah. Yeah. It, it also says, it says, where is it at? It doesn't say, it forgot password. It says, where is it? That's the only thing I got. It says, welcome. It says, this does, it's got the little Linksys logo at the top left. Right below that, then there's a gray line all the way across, left to right. Then there's a picture of my router. And then, right below that, it says, welcome. And then, right below that, it says, enter your routers password to proceed. And then, right below that, there's a gray box to put in your password. And then, right below that, it says, where is it? And then, right below that, there's the big blue next button.
04:00
Speaker 1
Okay. Just... Yeah, there's actually a hyperlink below, sir, the reset router password besides sign in. There is a reset password there.
05:00
Speaker 2
Yes, I do. And when I type it in, yeah, what I got is it just says invalid. It says there is not, there is not on my page on the Chrome browser. There is none. I'm going to go back. I'm going to go back to the uh, type it in 192.68.1.1. And go through all this again, checking for internet, internet connected. No, sorry. Not in Chrome browser. There's no link, it says, where is it? You click on that and it gives you a box, dropdown box. Your router password is the same as your default Wi-Fi password printed on the Quick Start Guide and on the bottom of your router. But I think I've maybe changed it. But maybe I haven't. Let me go, let me just.
05:00
Speaker 1
First sir, it asks When you access 192.168.1.1 you get a page that says, internet and then connected, okay. I think you're on the pages. I think you're on the setup wizard page. That's why you don't have any reset password. Well for that page, maybe you can go see the default Wi-Fi passwords on the route there. You can try that one. [silence]
06:00
Speaker 2
Let me see. I took a picture of it earlier. Uh, let's see. So, here we go. What's the password? So, I showed it to my supervisor. Yes, it did. Yep. Correct. And then, right after that, it populates the page which I described to you, which does not have a "forgot password" hyperlink anywhere. It says "password" below that. It says, "Where is the password?" Below that, there's the big "next" button. Okay. I'm clicking the logo. [silence] Did it no.
06:00
Speaker 1
No, do not reset sir, the whole thing. Um, it's not allowing you to use the wi-fi password.
08:00
Speaker 2
Oh no no. Now I haven't tried the Wi-Fi password. I just tried the password on the bottom on the sticker on the bottom of my router. Let me try the Wi-Fi password. Let me see what it says. Oh. Um. Oh. Okay, so there. Wi-Fi settings. Okay, let me do a copy. Let go. Oh, let me select up. Okay, I got another way to do this.
08:00
Speaker 1
all lowercase. A-V-E-I-M-I-N.
09:00
Speaker 2
It's do the old-fashioned way, manual. Okay, Wi-Fi password, also not working. Okay. I'll let her go. One, all over case. A-D-M-I-N. In valid password. How to reset the whole unlock. You know what, I'm just not fooling with it. I'm tired of this. Yeah, I'm good. Thank you for your time to have it. Um, it's not worth all that shit. I'm not fixing to screw with that today.
09:00
Speaker 1
Okay, no worries. Yeah, no worries. Thank you as well for for calling, Längez. Take care. Bye-bye.
10:00
Speaker 2
Okay. Um, but uh, if I ever get feeling like doing it at a later date or something, um, I'll give y'all a call back. Okay? Thank you, sweetie, for your time. Okay. You too. Bye-bye. Bye-bye.
10:00