V2 Rubric Detail — ff44861a-6f2c-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-23 17:57
Duration
9m 33s
Contact
Kelsey Carlson
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134491
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SINGLE DEVICE WON'T CONNECT TO THE NETWORK.
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall55.4% (-0.6)

V2 Grader Summary

The agent correctly handled OOW protocols and offered a valid self-help path via factory reset, but failed to conduct adequate troubleshooting before recommending it—such as verifying current Wi-Fi settings or guiding proper local access. Customer effort was increased by redundant questioning, and the core issue remained unresolved. No escalation was needed, but the interaction fell short of full technical diligence.

V1 Case Analysis

Customer unable to access router admin interface; agent incorrectly advised using Wi-Fi password as admin password, failed to collect model number, and recommended factory reset. Paid support offered at $15.

Troubleshooting Steps
  • Suggested default admin username 'admin'
  • Incorrectly suggested using Wi-Fi password label as admin password
  • Advised a factory reset and fresh setup
Key Observations
  • Agent failed to collect the router model number despite asking ([03:00]), a critical protocol miss for product-specific troubleshooting.
  • Agent provided factually incorrect technical advice by stating the Wi-Fi password on the label could be used as the admin password ([07:00]), directly contradicting the KB (admin access requires either no password or a user-created password, not the Wi-Fi password).
  • Agent offered paid support without verifying warranty status through official channels, relying solely on system indication.
  • No clear step-by-step reset procedure was given, and the customer was left to perform a factory reset independently.
Positive Highlights
  • Agent remained polite and patient throughout the call.
  • Correctly suggested the default admin username 'admin'.
  • Acknowledged the customer's effort and frustration indirectly by offering a path forward.
Agent Errors / Gaps
  • Missing model number collection (critical protocol breach for product support).
  • Providing materially incorrect technical advice: Wi-Fi password ≠ admin password (direct KB contradiction).
  • Offering paid support without confirming warranty via proper lookup process.
  • Failure to guide through factory reset steps or confirm post-reset setup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the core issue of changing Wi-Fi security to WPA2 for the baby monitor; only suggested a factory reset and paid support without confirmation of success.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped key troubleshooting: did not verify current Wi-Fi security mode, failed to guide login via http://192.168.1.1 or http://myrouter.local, and prematurely defaulted to factory reset without exhausting access methods.
R3 Met Correct resolution path conf 96%
Agent correctly identified device as out-of-warranty, offered paid support option, and provided a self-help path (reset + default admin), aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent collected model, serial, ISP, and issue context but failed to ask targeted questions about current security settings or baby monitor requirements, missing root cause analysis.
T2 Met Appropriate tools / resources used conf 94%
No advanced tools (remote session, logs) were needed or available; agent relied on verbal guidance appropriate to the scenario.
T3 Met No misinformation conf 97%
Information on default admin credentials, need for reset when password is lost, and warranty status was accurate per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control but asked for repeated information (model, serial), failed to set clear expectations about process or timeline, and did not manage transition to reset smoothly.
C2 Partially Met Confirmed understanding conf 87%
Used simple terms but did not adapt to customer’s frustration, skipped comprehension checks, and used a scripted tone that didn’t match customer’s urgency.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, offered both paid support and self-help solution, and avoided evasion despite OOW status.
O2 Met Proactive follow-through conf 93%
Provided clear next step: perform factory reset and use default admin/password from label—actionable and immediate.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact, so continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue was within agent scope (configuration help, even if OOW).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent apologized for lack of live support due to OOW status but did not acknowledge customer’s two-hour effort with third party or express empathy for frustration.
X2 Partially Met Tone & rapport conf 86%
Maintained steady pace but used repetitive, transactional tone; did not adjust to customer’s emotional state or check engagement after failed login attempts.
X3 Not Met Overall experience conf 93%
Repeatedly asked for model and serial number despite customer providing them early; created unnecessary repetition and increased customer effort.
Call Transcript15 turns · 17 lines
Speaker 2
Welcome to Links support. To insure 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 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 devices 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. Hi, thank you for calling Linksys. This is Vicki. How can I help you today?
00:00
Speaker 1
Uh, baby dream sock monitor thing, and it's been a pain in the ass. I've been trying to do this for like two hours, but I'm at a point I've talked to the the outlet company. I've talked to SparkLight and they have directed me to you saying it's something with our router. Um, I have my serial number if you want to start there. I, yeah. Yes, it is. Yes, I am. Kelsey Carlson.çamento. I might need Nope. Nope, it's K E L S E Y. Carlson. C A R L S N.
01:00
Speaker 2
But is this your first time calling us for support? And are you calling from United States? Yeah, I know your first name and last name, ma'am. Chelsea C-h-e-l-s-e-a and your last name Kelsey.
01:00
Speaker 1
208-West chouteau-klcy-631-8-5547-Kelsey-ples-gratson-plum-04-@gmail.com-how many?-[silence]-just the one.-yes-[silence]-it's-37-C-as in Charles-1-0-four.-9-ash-_9__
02:00
Speaker 2
And your callback number. How about your email? And how many links set router do you have? Yeah. Okay, so this time, can you please provide the serial number of your Linksys router?
02:00
Speaker 1
M as in Mona 17
03:00
Speaker 2
Okay. Now, let me just confirm also the model number. What is the model number of your Linksys router? A5400 or A5600? [silence] And who is your internet service provider, Kelsey? Sp ihght. Okay. Now before we proceed, what do we would like to? Set an expectation regarding of the warranty status of your linkses. Okay. So it indicates on our system, Kelsey, that this device is no longer under warranty. And I really apologize that live support is no longer available, however, we have paid support, but you need to pay $15 so that we can assist you figure out.
03:00
Speaker 1
of the device I'm trying to connect? Yes, I have. I've been on a chat support with them for two hours and they they want me all I'm trying to figure out is they told me is I need to switch my router settings to a WPA2. And if you guys can do that for me, I will pay the $15, but if that if that isn't something you guys you can.
05:00
Speaker 2
But, what's really going on? But it doesn't mean that we can resolve the issue. But, have you tried to call the manufacturer of that device? Yeah. Yeah, we can. We can try to access the web interface. I guess, they might be referring to your interference with your web sorry, the web interface or the router settings. But, yeah, we can proceed to guide you on how to access the web interface. I cannot guarantee that it can resolve the issue as it is in the third party devices. You can also try to use a different network. Kelsey if you have a different network you can try to connect your device to a different network for an isolation. Maybe you have a data data or personal hotspot.
05:00
Speaker 1
I will happily do it but I have no idea. I've tried the password on the router. I've tried my wifi password like none of these passwords. It doesn't even ask for a username. What's mine? ADEMIN. Hold on. yes it says invalid username or password. Twice. Yeah it doesn't like that either. The password label. Like the what I see where it says wifi name, wifi password. I got the Mac address the serial number. I've tried that but
07:00
Speaker 2
How about admin? A lowercase admin. How about the admin admin? Yeah. How about the password label on the bottom of the router? On the bottom of the router. Yeah, it's the the Wi-Fi password. On the bottom of the
07:00
Speaker 1
I will try it again. yeah, it doesn't like that either. I have that screenshot from when we first set it up, when I was like setting up all the Wify and all that. And I've tried that password too and it doesn't like that one.
08:00
Speaker 2
So if you cannot log in by using the default admin password or the password labeled on the bottom of the router, Chelsea, which means you really need to reset and reconfigure your Linksys product because you created it might be before you created a router password but you forgot it. Yeah, because this device doesn't have a recovery key. So the only thing you will proceed to the router settings is to reset and reconfigure your Linksys router. So you really need to start from scratch from the beginning to reset and setup your Linksys device.
08:00
Speaker 1
Okay. All right, that's okay. Thank you for your help. Okay. Oh. Okay, thank you. Okay.
09:00
Speaker 2
Okay, you're welcome, and you can feel free to call us back if you're planning to proceed with a paid support. My suggestion for now is to reset your router and use the default admin, A-D-M-I-N lower case, or the password labeled on the bottom of the router, because it might, it will work. Okay, you're welcome, and have a great day. [silence]
09:00