V2 Rubric Detail — f0a54748-76fc-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 16:33
Duration
5m 0s
Contact
646-831-5009
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-47.7)

V2 Grader Summary

The agent provided a single, generic instruction (use 192.168.1.1 and type 'admin') without diagnostic questioning, tool use, or verification that the password was correct. No empathy, clear next steps, or ownership were demonstrated, and the call ended without confirming a solution, resulting in an unresolved issue.

V1 Case Analysis

Customer unable to locate router admin password; advised to try default admin 'admin' via 192.168.1.1 and check Wi-Fi Settings. No model/serial collected, recovery key method not offered.

Troubleshooting Steps
  • Advised to connect a device to the Wi-Fi network and browse to http://192.168.1.1
  • Suggested using the default admin password 'admin' to log in
  • Directed the customer to the Wi-Fi Settings location to view or change the password
Key Observations
  • Agent never asked for router model or serial number, which is required for accurate password-reset guidance.
  • The recovery-key password reset method was not offered, despite the customer not knowing the current password.
  • No verification was performed to confirm whether the customer successfully logged in.
  • The agent assumed the router was an older model using 'admin' as default, but did not confirm compatibility with the customer's actual model. SPNM60/62/LN1600 series use the WiFi password as default, not 'admin'.
  • The agent did not address the customer's core uncertainty: whether the sticker password was still valid or had been changed.
Positive Highlights
  • Provided the correct local router IP address (192.168.1.1) for accessing the admin UI (universal_password_login.md).
  • Guided the customer to the correct Wi-Fi Settings location where the password can be changed if access is gained.
Agent Errors / Gaps
  • Failed to collect product model/serial number before providing password-reset guidance, violating protocol.
  • Omitted the recovery-key reset procedure for forgotten admin passwords, a critical omission per KB documentation (universal_password_login.md).
  • Did not confirm whether the suggested default password worked, leaving resolution unverified.
  • Provided potentially incorrect technical advice by suggesting 'admin' as default without verifying model compatibility — SPNM60/62/LN1600 series use the WiFi password as default, not 'admin' (universal_password_login.md).
  • Minimal empathy and call control; did not acknowledge the customer's frustration or clarify confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never confirmed login success or password recovery; customer left attempting login without verification.
R2 Not Met Diagnostic thoroughness conf 96%
Agent gave only one step (use 192.168.1.1 and type admin) without asking diagnostic questions (model, serial, recovery key, etc.).
R3 Not Met Correct resolution path conf 95%
Agent did not determine correct resolution path (e.g., recovery key or factory reset) and gave generic suggestion that may not apply to SPNM/LN series.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No systematic diagnostic process; agent did not identify exact symptom beyond 'forgot password' nor ask relevant questions.
T2 Not Met Appropriate tools / resources used conf 94%
Scenario required using recovery-key password reset tool or confirming admin password, but agent employed no tool/resource beyond vague URL.
T3 Partially Met No misinformation conf 85%
Advice to type 'admin' is correct for older routers but incorrect for SPNM/LN series where default admin password is Wi-Fi password on label; rest of guidance (go to Wi-Fi settings) is generally accurate.
Communication
C1 Partially Met Clear & professional language conf 78%
Agent responded promptly but did not set clear expectations, summarize steps, or confirm resolution before ending call abruptly.
C2 Not Met Confirmed understanding conf 88%
Agent used generic language, did not check customer's understanding, and did not adapt explanations to confusion about passwords.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent did not take ownership; after brief suggestion, call ended without ensuring problem was solved.
O2 Not Met Proactive follow-through conf 91%
No next-step or timeline provided; agent said 'all good' and hung up.
O3 Not Applicable Closure confirmation conf 100%
First interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and, given nature of issue, escalation was not clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent never acknowledged customer's frustration about forgotten password or repeated attempts to locate it.
X2 Not Met Tone & rapport conf 85%
Agent's tone remained flat and did not adjust to customer's repeated pauses and confusion.
X3 Not Met Overall experience conf 90%
Customer had to repeat information and was left to figure out login on their own; agent did not streamline process or reduce steps.
Call Transcript8 turns · 9 lines
Speaker 1
Hey, I'm calling because I am.
00:00
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.net, linksys.com please have your device serial number ready please have your device serial number ready for assistance press 1 now for out of warranty products noted support may be available depending on your issue to hear more about your service options press 2 please have your devices serial number and contact information ready if unavailable kindly call back later for out of warranty products paid support option may be available depending on the issue I thank you for calling my name is inc this is joy who can help you today?
00:00
Speaker 1
Oh, I can't [silence] locate my, uh, password for the Linksys. Now, on the bottom of the system, it has the password, but I would think that that was maybe like an an initial password and then I had to go in and change it to my own unique password. Is that the case or did I [silence] always have to use the one that's on the bottom of the system? [silence] Mhm. [silence] [silence] But I had the option [silence] [silence] [silence] [silence] Okay. But that's the thing. I don't know whether I changed it. Is there a way, um, to, um, check to find that out because I do if I changed it, I can't locate any piece of paper where I wrote a password [silence]
01:00
Speaker 2
When you set up your router, you need to connect to the default name and use that password. And if you wanted to change it, yeah, you need to go to your settings to change it. So if you already change it, no need to use that.
01:00
Speaker 1
Mm-hmm. [silence] Mm-hmm. Mm-hmm. I have um well two televisions and um a laptop. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. [silence] Whoa wait hold on a second please. Let me. Okay now what do I type in? mm-hmm. one two three four
02:00
Speaker 2
okay anymore that means yeah, you changed it already, so do you have like other devices that are already connected to your network? Like a computer? Okay. So if your laptop is already connected to your network, you can access the website 192.168.1.1. You can 192.168.1.1. [silence]
02:00
Speaker 1
and that takes me, it says not secure. Okay, and it's okay, so what do I do where it says continue to link Smart Wi-Fi? [ click that ] Mhm. Okay. And then it says access Velop and it says router password. Should I type in Wi-Fi at the bottom or the [ typing ] typing one of [ silence ] Okay. And hit sign in, right? It says okay, so I see my Wi-Fi. It's not displaying a password.
03:00
Speaker 2
Miss, just um good proceed. Yes. Yep, great, that one. okay try to type in admin all in lowercase yes Okay, so on the left side there is smart Wi-Fi tools and router settings, right? So you go to Wi-Fi settings. Yes, Yep, and then you can also change it there. Okay so all good. You're welcome ma'am. Have a good day bye bye. You can end the call now ma'am. Thank you.
03:00