V2 Rubric Detail — 00144866-74ad-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 17:56
Duration
6m 50s
Contact
608-322-2997
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Agent exhibited Avoidance/Evasion (B) by diverting to irrelevant topics (Chase Bank, Fitbit), failing to address the core issue, and allowing the customer to disengage without providing a viable resolution path.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to resolve a forgotten admin password for an EA7300, providing technically incorrect information about the cloud server and introducing nonsensical distractions (Chase Bank/Fitbit). The agent ignored the KB-documented recovery key process and failed to provide factory reset instructions, leading to a critical avoidance/evasion failure.

V1 Case Analysis

Customer unable to access EA7300 admin UI. Agent introduced irrelevant topics (Chase Bank, Fitbit), gave incorrect default password guidance, and failed to provide correct factory reset steps. Call ended with no resolution.

Troubleshooting Steps
  • Collected model number (EA7300) and serial number.
  • Asked for ISP (Spectrum).
  • Provided incorrect information about default router password.
  • Mentioned factory reset without giving correct steps.
  • Introduced irrelevant topics (Chase Bank, Fitbit).
Key Observations
  • Agent introduced completely irrelevant topics (Chase Bank, Fitbit) at [03:00], indicating a severe breakdown in call control and focus.
  • Provided materially incorrect technical guidance: claimed default router password 'usually' is the Wi-Fi password, which is false for EA series routers per KB.
  • Failed to give the correct factory reset procedure (10–20 second reset button press) despite customer explicitly requesting it.
  • No verification of login or reset success was attempted.
  • Call ended without any valid next step, escalation, or self-help guidance.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Introduced irrelevant topics (Chase Bank, Fitbit) at [03:00] that have no connection to router login or reset.
  • Stated that the default router password 'usually' is the Wi-Fi password, which is factually incorrect for EA series routers (default is 'admin').
  • Failed to provide the correct factory reset instructions (press and hold reset button 10–20 seconds) as documented in universal_factory_reset.md.
  • Did not verify whether the customer could log in after suggesting any action.
  • Allowed the call to end without offering any valid resolution path, escalation, or self-help resource.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer stated they would buy a new router and did not achieve resolution; agent provided no concrete steps for password recovery or factory reset.
R2 Not Met Diagnostic thoroughness conf 97%
Agent performed no meaningful troubleshooting; skipped default password check, recovery key, and reset instructions while discussing unrelated topics.
R3 Not Met Correct resolution path conf 96%
Agent failed to follow correct resolution path for EA7300 forgotten password: skipped recovery key method and gave no factory reset guidance, instead suggesting cloud server discontinuation.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent asked about Chase Bank and FitBit app instead of diagnosing router login issue; no logical diagnostic process applied.
T2 Not Met Appropriate tools / resources used conf 97%
Agent ignored KB-documented recovery key method and used no tools or resources; issue could have been resolved with standard password recovery steps.
T3 Not Met No misinformation conf 98%
Agent incorrectly claimed EA series cloud server is discontinued and email login no longer possible; contradicted by KB which confirms remote management via linksyssmartwifi.com for EA7300.
Communication
C1 Not Met Clear & professional language conf 95%
Agent never framed interaction, lost control by introducing off-topic content, and failed to guide conversation toward resolution.
C2 Not Met Confirmed understanding conf 94%
Agent used confusing, irrelevant analogies (Chase Bank, Fitbit) instead of adapting to customer’s technical level or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; abandoned case when customer suggested buying new router rather than offering supported solution like recovery key or reset.
O2 Not Met Proactive follow-through conf 95%
No clear next steps provided; 'full factory reset' mentioned without instructions, leaving customer to figure it out alone.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted—issue was within L1 scope and resolvable via documented password recovery steps.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer frustration; remained detached and procedural despite customer expressing confusion and resignation.
X2 Not Met Tone & rapport conf 94%
Agent failed to adapt to customer’s tone or emotional state—continued with irrelevant information even after customer expressed intent to abandon repair.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial/model info; agent created unnecessary effort by not guiding through recovery-key reset or reset procedure.
Call Transcript12 turns · 13 lines
Speaker 1
wollenke or [silence] i just need to be able to find my device on my network and saying i can't find it and i should call you
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.linksys.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 product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This is uh ah, how can I help?
00:00
Speaker 1
Uh It's a links of router. Serial number 19. T is in Tom 20. M is in Mary 2. A is in Apple 9 0 6 4 5 6. That's two A's in Apple. Is that what you have? Correct. Correct.
01:00
Speaker 2
What devices sir? Devices that are connected right to the wifi? Okay. What's the model number of your Lynsysrouter and can I have the serial number? Let me repeat that one sir, this is 19 T4 Tom 20 M for Mary 2A 906456. [silence] Yes, 2 uh yeah 2A for Apple 906456. Thank you so much and who is your internet service provider?
01:00
Speaker 1
Spectrum. Register the, I want to register it with the app. it's an EA7300.
02:00
Speaker 2
Provider, spectrum okay, so you are trying to, you want to check, uh, okay. Let me just double check this one here for the app since we actually made some updates last month with the app. Let me check if this one is actually still compatible support. Yes, EA 7300. Let me just double check, sir, for a while. Thank you. All right. So for this one, sir, if you're trying to login into Chase Bank, you don't need to do it in this form. Okay, we have a Chase Bank app, and there's also the website. So if you get the FitBit app, just press the button and ask what time it is. You don't want to be in here, logging in all the time, right?
02:00
Speaker 1
Okay. And that would be on the back of the router itself, then correct?
04:00
Speaker 2
in this one using the Lynxese app. You You can only log in using the router password because you can no longer log in using the email account because we have already discontinued our cloud server that is usually like for the EA series router. So, um, just log in using router password and then you have to log in using the router password that you have associated before you set up this one. [silence] Usually, it's the default Wi-Fi password, but sometimes there are links is router that uses admin or all lower case for the, um, for the router password. But if not, usually, sir, when you set up the router, it it will ask you to create a router password, so that is the router password.
04:00
Speaker 1
Oh. Oh. All right, I'm gonna hold on the, I'm gonna hold on the line with you. Will I try this real quick? Because this sat for almost a year from being used. Yeah. So, sorry it's the incorrect password. Is there a way to do a factory default on this so I can use the password that is on there?
05:00
Speaker 2
that is associated the router password that you have created if you have changed the default router password you have an option to okay well uh for this one sir if we are unable to log in using the default router password this is admin or the wi-fi password
05:00
Speaker 1
Okay, if I have access, if the network is working and I just don't have access to that, it's fine then. If need be, it's only $50 to buy another one. And the Wi-Fi is working, so we won't mess with it. Yeah, I can. So we're good to go then. Thank you very much for your help. You have a wonderful day.
06:00
Speaker 2
is associated this one. Our last resort is to really have a full factory reset of the linksys router, which means that you need to set it up again in order to create a new wifi name, wifi password, and then create a router password that you can use to log in on the app. Hmm. Okay, sir. All right. As long as you have internet then that's fine. As long as you know the wifi password that you can connect to it. Oh, okay. You as well, sir. You have a wonderful day. Take care. Bye-bye.
06:00