V2 Rubric Detail — f31f57d4-70da-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 21:15
Duration
12m 24s
Contact
Daniel Peguero
Issue Type
Guest Network
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#GI00134855
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
—
Ticket subject: LN1100_Inquiry about main wifi and guest wifi

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+37.8)

V2 Grader Summary

The agent correctly diagnosed and resolved the admin access issue by guiding the customer to use myrouter.info and bypass browser warnings. The customer confirmed both guest and main WiFi networks require passwords. The interaction was well-controlled and resolved successfully, though the agent provided a minor technical inaccuracy about the default admin password being 'admin'—which is not universally true per KB documentation.

V1 Case Analysis

Customer accessed router via myrouter.info, confirmed password requirements for guest and main Wi-Fi, and understood device reconnection process.

Troubleshooting Steps
  • Suggested accessing router via myrouter.local and 192.168.1.1
  • Recommended trying myrouter.info which resolved access
  • Provided guidance on default admin and Wi-Fi passwords (partially incorrect)
  • Confirmed guest network password requirement and default value
  • Explained device removal and reconnection process
Key Observations
  • Agent provided incorrect default admin password information for LN1100 model at [07:00], stating it is 'admin' when KB specifies it uses the unique password printed on the device label.
  • Customer had to self-identify the correct URL (myrouter.info) after agent suggested less appropriate options first.
  • Agent failed to collect serial number despite initial intention to 'gather details' at [04:00], and did not verify warranty status.
  • Agent correctly identified that guest network requires a password and provided the correct default 'bemyguest'.
  • Agent properly explained that reconnecting a removed device only requires joining the Wi-Fi network with the correct password.
Positive Highlights
  • Successfully guided customer to use myrouter.info at [03:00], which resolved the access issue.
  • Correctly explained that the guest network always requires a password and provided the accurate default 'bemyguest'.
  • Accurately explained that removing a device from the list does not prevent it from reconnecting to the Wi-Fi network using the password.
  • Maintained clear communication throughout the call and answered customer questions directly.
Agent Errors / Gaps
  • Provided incorrect default admin password information; stated 'admin' is default for LN1100 at [07:00], when KB clearly states LN series uses the unique password printed on the device.
  • Did not collect serial number despite mentioning need to 'gather details' at [04:00], violating protocol requirements.
  • Initially suggested myrouter.local and 192.168.1.1 for LN1100, when myrouter.info is the correct URL for this model family per KB.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer successfully logged in via myrouter.info, accessed guest settings, and confirmed both guest and main WiFi require passwords.
R2 Met Diagnostic thoroughness conf 95%
Agent systematically asked about access method, model, browser warnings, and suggested correct URLs (myrouter.local, myrouter.info) and bypassing security warnings.
R3 Met Correct resolution path conf 90%
Agent pursued correct path—local admin access troubleshooting—for setup issue, without inappropriately escalating or dismissing.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (can't access admin page, 'not secure' warning), asked targeted questions about model and access method, and logically deduced cause.
T2 Met Appropriate tools / resources used conf 85%
Agent used appropriate tools: KB-based knowledge of local URLs, default passwords, and browser warning handling; account lookup added context.
T3 Partially Met No misinformation conf 75%
Agent correctly explained guest network requires password and default is 'bemyguest', but inaccurately stated default admin password is 'admin'—which contradicts KB stating it's on the label.
Communication
C1 Met Clear & professional language conf 90%
Agent framed interaction, used hold appropriately, maintained control, and guided customer step-by-step through troubleshooting.
C2 Met Confirmed understanding conf 90%
Agent used plain language, confirmed understanding, and adapted to customer’s level—avoiding jargon and checking comprehension.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took full ownership—no transfer, verified account, and stayed with case to resolution.
O2 Met Proactive follow-through conf 85%
Agent set clear next step: 'call back if anything else arises'—a valid and appropriate follow-up instruction.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent expressed gratitude for patience, remained courteous under customer’s frustration, and maintained professional tone.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, responded promptly, and kept engagement high through active listening and confirmation.
X3 Met Overall experience conf 90%
Agent avoided repetition, used available info (account lookup), and resolved issue efficiently without unnecessary steps.
Call Transcript24 turns · 24 lines
Speaker 1
Hey, how you doing? I just have a question. I'm just trying to I just bought a new router.
00:00
Speaker 2
welcome to links 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.links.com please have your device serial number ready for assistance press one for out of warranty products paid support may be available depending on your issue to hear more about your service options press two please have your device's 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 Thank you for calling links this how can I help
00:00
Speaker 1
I set it up. I connected it. I just want to make sure that um, the password is required for people trying to sign into the the guest um Wi-Fi. And also the main the main um internet Wi-Fi. I just want to make sure that a password is required. And I'm trying to go into the settings, but I can't the website's aren't allowing me to go into the settings. I'm just having trouble setting that up or double checking the the one. Yeah. It's telling yeah, it's telling me to use a desktop and um, I go into the uh the My Network or whatever it is. And it's not allowing me to uh get into that into that page. It's telling me it's not secure and then my browser...
01:00
Speaker 2
Let me. when you say when you're trying to, are you trying to sign into the web interface of the linksys router that you have,
01:00
Speaker 1
It's not allowing me to go into anything. No, I'm using the desktop. You tell me I can't use the phone anymore to use the desktop. So, so I had to go to Linksys support website and I'm going through the steps for how to manage the guest access feature using the router's web interface and it's telling me to log in to the router's web interface, but I can't log into anything, web interface or the router's interface anything. I can't log into anything. Okay. I tried that. Okay. I tried that. Okay. It doesn't, yeah, it doesn't let me do anything. I tried the numbers, too, the numbers that I gave me, the IP or whatever. It doesn't allow me to go in. Yeah, it doesn't allow me to go anywhere after that. It's telling me the website's not secure.
02:00
Speaker 2
Are you using your phone? Okay. But on a desktop, what is the website, sir, that you're trying to use to log into the interface of the router? Have you tried, sir, my router.local on the does it not work the one nine two?
02:00
Speaker 1
And, I just can't go any further. Yes, and it's still not allowing me. Model number is Allen, as in Larry, Nantree, 1-1,00. I'll try right now on my router, the info. I did both. Yeah, your connection won't allow it.
03:00
Speaker 2
Well, when you say, say, the website is not secure, did you click Advanced and then proceed? OK. What's the model number, sir, of your new mesh system? OK. How about, say, myrouter.info. Have you tried that one? OK. How did you set up, sir?
03:00
Speaker 1
Yeah, exactly what the start guy told me plugged it in took out my old one unplugged the modem to plug it back in, connected everything for the router and waited for the light to turn while. Yes, is there any way that you can check if a password is required through your end or no? Somebody up there.DATA? Okay.
04:00
Speaker 2
LM 1,100 LM LM. Okay. I guess you have to properly set up that one, sir. You need to perform a reset and then, have you already created your own Wi-Fi name for that? No. Hmm. Let me double check there for the LN, yeah, let me double check for the LN 1,100. But I need to gather details first before we proceed, if that's fine with you? There's an account that I was able to pull up, sir, using the phone number that you're using to call. Can you verify if this is the account? Can you confirm?
04:00
Speaker 1
Should be Daniel Fegero. Email is Daniel first name at molar New York dot com. If that's the email. Um,Okay. Mm. Okay.
05:00
Speaker 2
confirm the first name and last name and then the email. Thanks. OK, thank you so much, sir. I'll double check, sir. Let me just put the call on hold real quick then I'll be back, okay? Thank you, sir. [silence]
05:00
Speaker 1
Hello hello just a quick question what is my what is my router password sorry on the Linksys router there's a password on the back of the box
07:00
Speaker 2
hello, sir. hello, sir. hi, sir. thank you. yeah. thank you so much for patience. Thank you. Well, the router password, sir. If, um, that's it. it's, usually, for this one, if you didn't change the router password, usually it's by default admin, all lowercase. or the Wi-Fi password, that's by default on the Linksys router. [silence] underneath, sir, or at the bottom of the Linksys router, there is a default Wi-Fi password. That is you.
07:00
Speaker 1
Okay, so hold on. Do you have it or no? It's a special run. You wouldn't have it. Wait, W-E-M-C-S-Y. Were you able to get any information? What? I have to reset it? Right, right, so I'll set up my own name already. [silence] I own a Wi-Fi name.
08:00
Speaker 2
Yeah, regarding to the, yeah, regarding to the guest network, uh, it actually really requires to have a password. Whenever you connect to the guest access, we don't have a way to disable or make it unsecure. So, you have to really set a password for the guest network. Um, usually there is a password by default. Um, it's "bemyguest".
08:00
Speaker 1
[silence]
09:00
Speaker 2
Yes. for the gas correct. yes, were you able to access the my router.info.thing okay?
09:00
Speaker 1
Used the old password that came with the router to sign in. It signed in. Yeah, I'm in. I mean I can change all the settings device list guest access parental controls all of it. So I see guest access. I see guest access is on. So the password is whatever. So if somebody were to try to use the guest Wi-fi, they still have they have to put in the password, right? That's what it means when it's on. Okay, cool. And the same thing goes for the main Wi-fi. They have to use the password if somebody else tries it. Because I don't okay. Okay. Got you. So now I see a device list. I have four local devices. Is there let me let me click it.
10:00
Speaker 2
And did it allow you and then did did it allow you to log in? Okay. Correct. Yes sir. Correct. Yes. The pass the Wi-Fi password that you set for the main Wi-Fi.
10:00
Speaker 1
okay, never mind. I see the the things that are on the list. Okay. So, remove anything from it, I just click X and it removes it? Got you. Okay. All right then that's then that's it, I guess. I think I got it from here. Okay. Okay. Wait, last question. I'm sorry. If I were to remove a device and by accident, I happen to need that device again, do I have to go into the my router.info., sign in and add that device? Or do I just sign in? So, just use the device. So, like, let's say it's a playstation device.
11:00
Speaker 2
You have, yeah, it will actually show you an option to remove that one. Okay, all right, so as long as you, yes sire, that depends on how you that depends on how you connect that device, either wired or WiFi, if WiFi is there, you just need to connect it back to the same WiFi name. then it will be, once the.
11:00
Speaker 1
and let's say I just kind of, I take it off the list. Do I just sign in with the playstation and type in the password for the wifi and it'll connect as a device again? Okay All right. Thank you Gotcha. Thank you. Oh, that's ha and I'll
12:00
Speaker 2
Yes. You're welcome, sir. If anything else, just give us a call, okay? You're welcome, sir. Bye-bye.[silence]
12:00