V2 Rubric Detail — fc231440-7573-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 17:40
Duration
26m 6s
Contact
Lanny Dillon
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00135520
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000 Access router settings
⚠ 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

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

V2 Rubric Scores

Resolution1.88/5
Technical2.19/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall44.4% (-21.6)

V2 Grader Summary

The customer successfully retrieved the correct Wi-Fi password via iPhone settings and expressed confidence it would resolve their issue, but the agent provided technically inaccurate guidance by stating the default admin password is 'admin' for the MX2000, which contradicts KB. While the immediate need was likely met via a valid workaround, the lack of verification, unresolved admin access path, and technical inaccuracy prevent a full resolution. No escalation was warranted or performed.

V1 Case Analysis

Customer needed router password for TV setup. Agent initially confused admin vs. WiFi password but successfully guided customer to retrieve WiFi password from iPhone. Issue resolved.

Troubleshooting Steps
  • Collected model and serial number.
  • Initially advised using 'admin' or label password for router login.
  • Correctly identified need for WiFi password.
  • Guided customer to retrieve WiFi password from connected iPhone.
Key Observations
  • Agent initially gave incorrect information about the default router admin password ("admin"), which is not correct for MX2000 (default is WiFi password on label).
  • Agent correctly identified that the customer needed the WiFi password, not the router admin password, to connect a device.
  • Agent successfully guided the customer to retrieve the WiFi password from an iPhone using iOS settings, which resolved the issue.
  • Call contained filler and repetition, particularly in the middle, reducing efficiency.
  • Despite early confusion, the agent achieved a valid resolution by focusing on the actual customer need.
Positive Highlights
  • Collected the device model number (MX2000) and serial number (50D10M25C68083) at [05:00], fulfilling protocol requirements.
  • Correctly identified that the customer needed the WiFi password, not the router admin password, to connect a device.
  • Successfully guided the customer to retrieve the WiFi password from an iPhone at [19:00]-[22:00], resolving the actual issue.
  • Provided a ticket number (135) for future reference at [23:00].
  • Confirmed resolution with the customer and closed the call appropriately.
Agent Errors / Gaps
  • Incorrectly stated the default router admin password is "admin" for MX2000 at [01:00]; the correct default is the WiFi password printed on the device label.
  • Initially conflated router admin password with WiFi password, causing confusion in the first half of the call.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer found the Wi-Fi password via iPhone settings and expressed confidence it would work, though agent did not verify success.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer to retrieve router label info and view saved Wi-Fi password on iPhone — a valid workaround, though did not address admin login or recovery key.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly advised 'admin' as default password for MX2000 (not applicable per KB); failed to guide through recovery-key reset despite lockout context.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (can't connect device) and asked about customization; misdiagnosed router vs. Wi-Fi password but eventually narrowed to correct issue.
T2 Met Appropriate tools / resources used conf 80%
Agent used customer's iPhone Wi-Fi settings as a tool to reveal the password — a supported method per iOS and valid workaround when admin access isn't needed.
T3 Not Met No misinformation conf 97%
Agent stated default admin password is 'admin' for MX2000. Per universal_password_login.md, MX series (Intelligent Mesh) have no default password (forced to create one) or use the WiFi password on the sticker for certain series; 'admin' is for standard EA/MR routers.
Communication
C1 Partially Met Clear & professional language conf 85%
Call has digressions and silences, but agent eventually redirected to solution; maintained basic control despite pacing issues.
C2 Partially Met Confirmed understanding conf 82%
Agent adapted by guiding customer through iPhone UI steps; used simple language in latter half, though early jargon ('router password') caused confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent stayed with customer to the end and provided a ticket number, but did not confirm resolution or offer follow-up if issue persists.
O2 Partially Met Proactive follow-through conf 85%
Agent implied the solution would work and closed with ticket number, but set no timeline or verification step; customer left with uncertainty.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was needed — issue was a Wi-Fi password recovery, resolvable at L1; agent pursued a path to resolution, albeit with inaccuracies.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent acknowledged accent issue and remained patient; showed empathy through reassurance but remained procedural rather than emotionally attuned.
X2 Partially Met Tone & rapport conf 85%
Agent adjusted approach by leveraging iPhone settings after initial confusion; pacing improved, though early tone was mismatched to customer’s anxiety.
X3 Partially Met Overall experience conf 80%
Customer repeated information (label details), but agent avoided unnecessary steps by guiding to iPhone password reveal — a lower-effort solution than reset.
Call Transcript45 turns · 47 lines
Speaker 2
welcome to link cis 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.linkciss.com. please have your device serial number ready. for assistance, press one now. 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 products, paid support option may be available, depending on the issue. [silence] Hi, thanks for calling Linksys technical support. My name is El, how can I help you?
00:00
Speaker 1
We're installing a device on one of my televisions and it asks for the router password. Where do I find that? You know, I'm very sorry. I apologize. I did not understand a hard thing you said. It's because of an accent. You can't help it and I neither can I. But we'll get through this together.
01:00
Speaker 2
You can use the router password that says, um, admin. That's A-D-M-I-N. And you can also use the password that you can use under that link, SysTalk, er, mini tower that you have. Augusta. Okay. So, for the router password, you can use the word admin as the router password. That's A-D-M-I-N. Now if it will not gonna work, you could use the password that you can see on
01:00
Speaker 1
Yeah, OK. Yeah. I see those numbers and there's a password number under on that label too. I've tried that, but it doesn't seem to work. Okay. Okay. I'm should I be doing that right now? And you probably you probably you probably learned by now. I'm not really all that technical. Uh. Let me get I need.
02:00
Speaker 2
Okay, my name router, or the router that is hooked up directly to the modem, okay, to avoid any lockout, is there an option for you to create on your own, like set password? Um-hmm. Choose the reset option now. It will ask for the five digits recovery key. Yeah, you can do it right now.
02:00
Speaker 1
Let me get over this. Uh, so now, on the bottom of the Linksys MX 2000, there's a name, bellops set up and there's the password that's Z.Z.Y.M.S.C.U. and there's a recovery key 59154. And there's a WC button. Sure, hold on a second.
03:00
Speaker 2
Yeah, no worries. It's not really like, you know, like it's not really a big problem. Mhm. Okay. Okay. Okay. Okay. Can you? Okay. Can you take a picture of those information? [silence]
03:00
Speaker 1
Okay. All right. Right. Now I'm a, I lost how I get back, so I can send that to you. Okay, yeah, I got the picture, yep. All right. [silence]
04:00
Speaker 2
Uh-huh and no, there's no need for you to send it to us. I just need you to take a picture of that information because you might need it later, okay? Okay, that's perfect. Now, can you give me the a serial number? That information is also at the bottom of the little tower.
04:00
Speaker 1
All right. hold on. Okay. Here it is. serial number five zero D. Can you hear me? one zero M. two five C six eight zero eight three. I have this one that's hooked up to my modem. And I have another one in the other room that's used as an extender, I guess. It's it's it's kind of a distance away from the modem uh and everything. I sure do. Yeah.
05:00
Speaker 2
Okay, just take your time. Yeah, yeah. Okay, perfect. Thank you so much. And how many of these routers do you have? Hmm. Okay. Okay. So you have two of the Linkeus routers in total.
05:00
Speaker 1
yeah yeah yeah i don't think i've ever gotten it before unless unless somebody called after they installed it for me i don't know about that it's been we've had it for quite a while yeah sure laney L A N E Y lin D I L L O N
06:00
Speaker 2
OK. mm. OK, thank you so much, sir. And by the way, is this like your first time calling the Resist? Please. oh, I see. And by the way, sir, um, let me create the record first, for this conversation so that whenever you need to call us back, you just have to provide your phone number or maybe your email address and then they can easily pull up your record. Can I have your first name and your last name, please? Oh, I see. okay.
06:00
Speaker 1
Spectrum. I want to figure out what my password is. I used the password that's on the bottom of the unit because what we're installing is
07:00
Speaker 2
Okay. And, uh, can, let me just give me one moment. MX two thousand. And your internet service provider spectrum, perfect. Thank you. And, uh, by the way, so what's the, what's again, uh, you know, the main goal of this, um, conversation again? Mm-hmm. okay um okay so in what way actually I'm sorry
07:00
Speaker 1
hello okay Am I what? Right now I'm I'm on my cell phone right now Boy I don't know if I am or not I I I dialed a number that was on uh that I found yeah I found online Uh it was uh I I I might be I do I look site up on my computer But I found that number that I called for um
09:00
Speaker 2
Ah yes, yes sir. I'm still here. So yeah, uh, by the way, sir, are you in the web browser or are you in the app? Uh, the way that how you access the router settings of your MX 2000. Are you on a browser or or on Google Chrome or are you using the app right now? And are you using the app? Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. [silence]
09:00
Speaker 1
got 10 10 10 10 10 Right. That is correct. No, I don't. But I wrote some numbers down and like I say, one is labeled security key and I thought, well, maybe that's the password. It's kind of a numbers that I'll use sometimes with. I tried that and it didn't work. Oh. Okay, I don't know whether I got you up.
10:00
Speaker 2
So on the computer sir. Okay. So on the computer it was asking for a router password, correct. Okay. Now what password, I mean, do you remember customizing it before? Hmm. Oh, okay. Oh, that. Okay. Yeah. So that's actually, or that is totally a different password. But um how about with this one, sir? Okay? So on your computer since it's asking for a router password, can you please use the password that you can see at the bottom of the router, the one that you just took a picture earlier?
10:00
Speaker 1
I don't know that I'm your on my phone right now. Will that work? [silence] Okay, well, I got the I got the the unit upside down. Which number do you want? [silence] Wait a minute. [silence] the bottom. [silence] Yeah. [silence] All right, I got [silence] it. [silence]
11:00
Speaker 2
uh okay uh no it's uh yeah it's okay you can just put me on speaker and then go to your photos uh use the password to log in since you are since you I mean in the computer it was asking for a router password so use the password that is at the bottom of the router yeah there is a there is a name and a password under or at the bottom of the router right the one that you just took a picture earlier so use that password uh-huh I'm sorry
11:00
Speaker 1
That's, you are okay, are you ready? I don't know. I've all I uh, how do I I gotta go to Google to do that. Is that right? When I, when I started out, I found that phone number for later customer service and and and then this we ended up together and I I have nothing. I don't I don't I I.
12:00
Speaker 2
the password. I know that is the password that you need to put in on the computer, since it's asking for a router password, right? Oh yeah, um, by the way, sir, uh, okay. So earlier, sir, when it was asking for a router password, sir, like, were you trying to access the router settings of your MX 2000 to change something? Uh-huh. Okay. [silence] [silence] [silence] [silence] [silence] [silence]
12:00
Speaker 1
I don't know how to get Spectrum internet up on my phone or how will I do that? [silence] Okay, I got a phone number. I got that one. [silence] I can do that, I think. [silence] Uh [silence] Uh-uh. [silence] Yeah, we were installing a device on the other TV and it asked for the the router password. [silence] And I I use the one that's on the bottom of the linksys unit.
13:00
Speaker 2
Oh, okay, so you need a password to connect your phone, or your tablet, or something like that. Oh, uh, uh, uh, are you? Yeah, uh, uh, by the way, sir, what password do you need? Is it the password to connect a phone or a tablet or a password to access the settings of your Linksys router? Okay.
13:00
Speaker 1
And another one that I thought might work and neither one and that's that's what I'm trying to find now is how to get a new or the old one or whatever and I and and because yeah they didn't work. I don't know I don't know why. Right. Yeah. Well that I guess so. Yeah because this device secondary device beyond uh I've got uh dish on it now and we're going to do I think we're going to do something else and it asked for a router password and I had no idea. I've been guessing and that's the reason I'm calling what the password would be for that router. Or how to get a new one I guess or whatever I
14:00
Speaker 2
uh huh check okay uh so trying to connect the TV to your wi-fi okay
14:00
Speaker 1
I don't know what, uh, well, it's still in Wi-Fi. Yeah, that I don't know if that's customized or not. Okay. Yep, I see that number.
15:00
Speaker 2
Okay, so, by the way, sir, the one who installed this one for you, did they cause, the one who cause, the one who installed or set up everything, did they customize your Wi-Fi name? Uh, yeah, that's actually a customized name 'cause the default Wi-Fi name of your Linksys router should be _velopsetup895. So, okay, so that is the default Wi-Fi name. Now, since as per checking here, the Wi-Fi of your, I mean, the Wi-Fi name of your MX2000 is dylan-WiFi.
15:00
Speaker 1
Yep. That's correct. Yep. That's the thing that I'm I 'roast them' Things and uh I thought well, I thought that when I wrote some stuff down here on a in a book. It's under Wi-Fi, IPad Wi-Fi and I wrote security key. I I'm I'm assuming that might be a a password, use because it's very similar to some passwords that I use elsewhere. I tried that and it does not work. Well, I got a encryption number, WPA2, uh,
16:00
Speaker 2
So, did they give you away password? Oh, okay. So, they did not give you any password. Okay. Okay. Uh... Okay. What are the other information that you have in that mini book? Okay, not that one. [silence] Got that one as well. Uh, okay. Uh so that's, uh, okay. Okay, so there's none of, I mean none of them.
16:00
Speaker 1
Yeah, we did. That was the first one. So that wouldn't work with the device we're trying to hook up, because it asks for the password. Go ahead. Phones. All right. This is the only one right now. Okay. This is a car telephone. Pardon me. Yeah. Yeah. Yeah. because I think, yeah. It is.
18:00
Speaker 2
so when you try connecting the TV, you did also try use the password that you can see at the bottom of the router, right? okay, and and it did not work. Okay, can you try Mhm. Yeah, can you try to connect it? Oh, by the way, how many phones are connected to your Wi-Fi right now? Yeah, how many phones are connected to the Dillan-WiFi? Okay, and is it connected to the Wi-Fi? Is it connected to the Dillan Wi-Fi? Okay. So, is this an iPhone?
18:00
Speaker 1
Hold on. All right. Hold on. Okay. Okay. That is correct. Dylan Wi-Fi. Yes. I just did. I got it.
19:00
Speaker 2
Okay. Please go to the settings of your iPhone. Mmhm. Okay, so and then go to WiFi, and then you have there the WiFi name that has a checkmark, correct? Mmhm. Okay. And then on the far right corner, you can see there a letter I inside a circle. Okay. Can you tap that one? Okay. And did it ask for a, and then look for the word password? Okay. Now, it will ask for a
19:00
Speaker 1
[KEEP_UNCERTAIN] Okay, it's just nothing but a bunch of dots right now. Wait a minute. Here we go. Here we go. Wait a minute. All right, I think I... Okay. Yeah, that's what I use. That's That's that's uh, that'd be the one, right? It's that's that's what I use a lot. Oh, I'll remember this one. I never thought that that I would. Yeah, that's uh, I'm not one that makes... I -- part of my problem is I can't have a couple three-dozen passwords. This is the one I use a lot. And I'll I'll remember this one. Yeah. So what what's next?
20:00
Speaker 2
face ID or it that I D so that it will show you the Wi-Fi password. all right oh it's it's a bunch of dot cause like it's not giving you some I can't yes that's nozzle can you take a screenshot? it yes can you take a screenshot of that password just just to make sure okay um okay
20:00
Speaker 1
or is that is that that the that the program that I would use. Is that right. Okay. Uh hold on. Well, I could. I'd have to get to the spot where it's asking the password right. Uh-oh. We're watching uh the one in the front room. It's a Samsung. It's it's it's not the same TV that we started out with. It's a different TV. Now I've been watching.
21:00
Speaker 2
Okay, so now that uh-huh, I'm sorry. Yes, that's the password that you should use if you are going to connect your TV to the Dylan dash Wi-Fi. Can you try it now? Okay. Uh-huh. Uh, by the way, right now, you know, what TV are we working on right now, sir Lanny? Uh-huh.
21:00
Speaker 1
Uh, I've had this network on it, uh, for quite some time. Uh, and even with the new one here we it's still on. Uh, but we started going through this, uh, process of adding this little device and it asks for the password for the router. And, uh, I I never I never gave a thought that it would be this this number. Yeah, that's the I recognize that password a lot. So, do you think this solves my problem then? Okay, yeah.
22:00
Speaker 2
Okay. Okay. um, yes of course, that definitely solve your problem on like you know, if like how many, you know, on if you are going to connect a device to your Dillon's Wi-Fi, then you can just use those numbers or that information that you just found earlier.
22:00
Speaker 1
All righty. I think, I think this password will probably work for the next, we'll have to go down to the system to get to reload everything and it'll come to this for the password. So I'll know this, this, this helps, this helps a great deal. I'm quite sure. What are you, you, you know. All right. No, I don't think so, but I can't say for sure. Uh, I thank you for being patient with me. I really do appreciate it.
23:00
Speaker 2
and cause yeah okay so I yeah Thank you Sir Lani so would there be like anything else Sir Lani that maybe I can I can help you with absolutely so uh Sir Lani whenever you need an assistance uh just provide this ticket number to the next technician uh that ticket number or the reference of our conversation will be 135
23:00
Speaker 1
What window? Let me write it down. One three five. What? Okay, I got it. Okay, thank you very much. I really do appreciate it so much. All right. My you have a good One. Where are you located? Are you in the Philippines? Well, how's the weather in the Philippines? I'm I'm in Ohio. And it for for us in Ohio it is extremely hot this week. Yeah, it's up in the hundreds. They're up close to it. And uh, that's that's extremely hot. So, what's
24:00
Speaker 2
5 2 0. okay. 520. okay. okay, perfect. So yeah, thank you so much, Mr. Alani. Have a good one. You too. Love it for now. You two have a good one. Philippines. Yeah. Well, it's sometimes cold, sometimes hot. Oh. Yeah, that's, it's totally extremely hot.
24:00