V2 Rubric Detail — eed42b2a-7a1f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 16:21
Duration
13m 8s
Contact
Lloyd kinser
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#EOS00136198
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400 Wi-Fi password.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score 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

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp4.29/5
Overall44.1% (-11.9)

V2 Grader Summary

The agent failed to achieve resolution by deferring password recovery to an email rather than guiding the customer through the KB-documented recovery key or factory reset processes live. Technical accuracy was poor (T1/T2) as the agent did not apply a logical diagnostic sequence or use the KB to drive the interaction, though they correctly identified local login URLs. While communication and empathy were strong, the lack of live troubleshooting left the customer with unnecessary effort and no confirmed outcome.

V1 Case Analysis

Customer unable to recall router admin/Wi-Fi password; agent provided incorrect password-recovery guidance and contradictory factory reset advice; customer opted to replace router.

Troubleshooting Steps
  • Collected model number (CF3) and serial number (30N10M22D12539).
  • Asked if customer was on the router's web browser interface.
  • Suggested accessing router via 192.168.1.1 or myrouter.local.
  • Advised looking for a 'reset password' option in the UI (incorrect for LinksysNOW devices).
  • Mentioned factory reset, then advised against it (contradictory).
  • Clarified difference between admin and Wi-Fi passwords.
  • Sent email with troubleshooting instructions (generic, not tailored to recovery key procedure).
Key Observations
  • Agent gave materially incorrect technical guidance: SPNM60/62/LN1600 series require the five-digit recovery key for password reset (via http://myrouter.info → Forgot password), not a generic 'reset password' button in the UI as suggested.
  • Agent provided contradictory advice about factory resetting, creating confusion.
  • Model CF3 with myrouter.info context strongly suggests LinksysNOW UI (SPNM60/62/LN1600), but agent did not use the correct recovery procedure from linksys_now_login_admin.md.
  • Agent correctly identified the router as end-of-support, which is appropriate for out-of-warranty context.
  • Agent made effort to clarify whether the customer needed the admin password or Wi-Fi password, showing good diagnostic intent.
Positive Highlights
  • Collected full model and serial number accurately from customer's phonetic spelling.
  • Identified that the router is end-of-support and adjusted support path accordingly by offering self-help.
  • Attempted to clarify the nature of the password issue by distinguishing between admin login and Wi-Fi connection passwords.
  • Offered to send detailed instructions via email to support the customer.
  • Maintained a polite and supportive tone throughout the call.
Agent Errors / Gaps
  • Provided factually incorrect password-reset procedure: for SPNM60/62/LN1600 series, the correct method is using the five-digit recovery key at http://myrouter.info, not a 'reset password' button in a generic UI.
  • Gave contradictory instructions about performing a factory reset.
  • Failed to identify and apply the correct recovery method for the product family, despite model number and context clues pointing to LinksysNOW devices.
  • Did not confirm whether the customer had access to the recovery key printed on the router label.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent only sent email instructions and did not confirm customer could access router or retrieve password; issue remained unresolved during call.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent asked about prior actions and model/serial, directed customer to local login via 192.168.1.1/myrouter.local, and distinguished Wi-Fi vs admin password — but stopped short of guiding through recovery key or factory reset steps.
R3 Partially Met Correct resolution path conf 89%
Agent correctly identified device as end-of-support and opted for best-effort troubleshooting (emailing instructions) rather than dismissing outright; however, could have provided clearer live guidance given OOW status.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to follow a logical diagnostic process. While they differentiated between Wi-Fi and admin passwords, they did not identify the specific model's recovery path (e.g., Recovery Key for most routers vs. 5-digit key for SPNM) and jumped to emailing instructions without attempting a live recovery flow.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use available resources appropriately. The KB provides clear, step-by-step instructions for password recovery (Recovery Key) and factory resets that could have been performed live. Relying on an email for a password lockout is a failure to use the KB as a live troubleshooting tool.
T3 Partially Met No misinformation conf 90%
Agent correctly identified the local login URLs (192.168.1.1/myrouter.local) and the difference between Wi-Fi and admin passwords. However, they gave contradictory advice ('Do not reset the router' followed by 'to reset the router'), which is confusing and not aligned with the KB's structured recovery flow.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control and flow, but conversation was disorganized with repeated questions and unclear transitions; expectations set only around email delivery.
C2 Partially Met Confirmed understanding conf 86%
Agent used plain language and acknowledged customer frustration ('I totally get that'), but repeated complex phrasing without confirmation checks, risking misunderstanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent created case, stayed on call, and followed through on sending email — but deferred resolution to self-help instead of attempting live recovery despite OOW status allowing best-effort.
O2 Met Proactive follow-through conf 93%
Agent clearly stated next step (email instructions), asked customer to confirm receipt, and outlined action required (follow steps to log in).
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within scope for L1, even if OOW.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent expressed empathy ('I totally get that'), remained patient, and responded courteously throughout, even when customer expressed confusion.
X2 Met Tone & rapport conf 92%
Agent matched customer’s conversational pace, used reassuring tone, and checked in after sending email to ensure receipt.
X3 Partially Met Overall experience conf 83%
Agent avoided re-asking known info and sent instructions proactively, but added customer effort by not walking through steps live — though reasonable given OOW context.
Call Transcript20 turns · 23 lines
Speaker 1
Take a break. Take a break. Yes, I'm trying to see if I had changed my password on my Wi-Fi because I can't get signed in to my box. I'm just trying to connect. Yeah, trying the route to the router. Yes.
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Hi, thank you for calling linksys. Technical support, my name is Ellie. How can I help you? Sign into your logs like um when you are going to connect another device to your network or logging into the rou continue the router's. I'm sorry.
00:00
Speaker 1
Well, I tried doing the password on the box itself and it doesn't it says it's not the correct one. So when I talked to my cable company, they said maybe I changed it and I just don't remember that I changed the password. [silence] Yeah, so the serial number is 30 and as in November, 10, M as in Mary, 22, D as in dog, 12539. [silence] M00:00:00 M00:27:783] That's a paper [silence] Yeah, the The model number is CF3 and as in November, 810-810, 0091 and it's upside down.
01:00
Speaker 2
OK to the redder, so what have you done so far, sir? And what are the things? Huh? Uh-huh. Okay, I see. Uh-sir, can I have the model number and a serial number of your Linksys router? Huh? OK, thank you so much. And by the way, is this your also first time like a calling Linksys router? [silence]
01:00
Speaker 1
Actually, my cable company told me to call you. So, I, I've lost internet. Uh, Adam. Well, I think when my cable guy was here about six months ago, he told me I should change it and I, and I think I did, but I I I don't remember. If I did, I don't remember what I, what password I put on it. Yes, it's Lloyd Kincer, K-I-N-C-E-R. Yes, it's LKincer01blogger.com.
02:00
Speaker 2
okay It's okay Okay, so you lost internet and, like, did you reset the router, sir? Mm-hmm. oh okay, I see and Sir, let me just go ahead and create a record for this one. Can I please have your first name and your last name? Okay, and, Lloyd, can I also please have your active email address?
02:00
Speaker 1
Now, it's F-E-R-E-F-R. Yeah, it sounds like a Z, but it's an F. Yeah. No, no, you're good. You're good. Everybody does it the same way. So. yes, yes. So we're going to do a factory reset.
03:00
Speaker 2
Okay, um, Lloyd are you are already on the web browser interface, I presume? And, uh, uh-huh. No, I mean to log in into the router, like you are already on the web browser, right? Mm-hmm. So, on the web, okay. So, since you don't remember the router password, and now we actually don't have any copy of that one as well, so there should be an option for you to reset it. I know. Do not reset the router Okay, so to reset the router, okay, so if you already are on the web browser interface of your device, there should be an option for you to tap on reset. password. It will ask or it will say access router. So, and then inside the box, that's um it will say router password. Where in you need to put in the router password information. Now, on the right side, you should be seeing their reset password.[silence]
04:00
Speaker 1
I don't see anything on the route. Just says reset. It's got a red button, but it doesn't say reset password. Yes.
06:00
Speaker 2
uh huh oh okay are you on thebodyof the router itself um oh okay so you should be um okay so here here's what you are going or what you would actually need to do Lloyd okay so you need to connect uh maybe a laptop or an iPad directly to yourlink sys router's Wi-Fi connection and then open a browser and then use the 192 or the other option like myrouter.local and then it will ask for a router password now if you don't remember the router password then
06:00
Speaker 1
Okay. All right. Yeah. Well, just to read, just to be able to get my TV to work, [silence]
07:00
Speaker 2
Change it or select the option to reset the password. And then after that you can then go ahead and sign in. Or then you will be routed to the router settings if that's actually the password that you were asking for. Now, if you're asking for the Wi-Fi password it's different cuz that's the password that you need to use if you are going to connect another device to your network. Now, which password are we really trying to have? Is it the password to use on connecting another device to your network or a password for you to get on the router settings? Okay. So you are asking for the for the password to use [silence] on connecting another device to your network or a password for you to get on the router settings.
07:00
Speaker 1
No. And it's on a white, it's on a wireless. Because my I've got a big screen on the. On the wall, so it's not direct, it's wireless. No. I mean, my cell phone probably picks it up.
08:00
Speaker 2
password on your Wi-Fi connection? So for that one, is there any other devices that is currently connected Lloyd? I totally get that but is there any other devices that is connected to your network? Like maybe phone. Uh. Okay, we can actually, you can actually check the Wi-Fi password using the phone. But let me just also give you a heads up on this router Lloyd, because this router is actually already end of support. Uh this router is already end of support.
08:00
Speaker 1
Okay. Okay. So if you want to send that to me, then I will. If you can send that to my email, then I will try that. Yes. [silence]
09:00
Speaker 2
Support router. So the only thing that I can actually help you is, um, I can send you an email with some troubleshooting instruction for this so that you can get into the router settings of your device and then uh log in to there so that you can pull out the router password that you actually need for uh, for you to connect that TV. So it is all gonna be uh, I'm sorry. Oh, yeah, absolutely. Can you give me at least a minute or two so that um let me just craft that and then just please stay on the other line so that you can confirm that you've received it.
09:00
Speaker 1
All right. Sure. Yes. It's there. Okay. [silence]
11:00
Speaker 2
Oh, okay. Then I if there's a case. Then let me know if you have not beat that to or say it again to that. The final solution is in my link they said that. Okay, uh, Lloyd, I just sent you the email. Can you check if you receive it already? Okay, that's perfect. So just please follow that instruction so that, uh, you can log in to your router settings because from there, you can pull out all the information that you need on especially with the Wi-Fi password. Okay.
11:00
Speaker 1
Oh, okay. That's good to know. I actually bought a new router. I may try it. It's a TP link. Hopefully it's good. Okay. I appreciate your help. No, I think you helped me a lot. I appreciate this. I'm going to give this a try and see
12:00
Speaker 2
So, uh, yeah and once you need to, um or an assistance, sir. But I just really also wanna let, you know, that you might really wanna, you know, I'll consider getting a new router, since the one that you have is already enough support since June 11th of this year. Yes, sir. Oh, yeah, of course. I you can definitely try it. But, um one while since you are still setting that one up, um, maybe just keep the existing system that you have, so that whenever you have a problem with that, uh the other or the new router, at least, you still have a backup. Okay. It is our light. So, would there be anything else that I can help you with? So, I can definitely try it. But, um one while since you are still setting that one up, um, maybe just keep the existing system that you have, so that whenever you have a problem with that new router, at least you still have a backup. It is our light. So, would Okay, have a good one, okay?
12:00