V2 Rubric Detail — 032a1b3a-6363-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 17:53
Duration
11m 6s
Contact
Vincent Gregory
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132631
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8100 reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall62.7% (+6.7)

V2 Grader Summary

The agent correctly assessed the EA8100 as out-of-warranty and EOL, offering valid resolution paths. However, no hands-on troubleshooting was conducted, and the login issue remained unresolved. While ownership and next steps were handled well, lack of technical guidance and empathy led to a customer exit without resolution, resulting in an Unresolved outcome.

V1 Case Analysis

Customer unable to log into EAV100V2 router admin page after power outage reset; device out of warranty and end-of-life; agent sent re-configuration guide via email.

Troubleshooting Steps
  • Verified serial number and incorrectly inferred model as EA8100
  • Checked warranty status (expired in 2024, end-of-life)
  • Offered paid support or free emailed re-configuration guide
Key Observations
  • Agent misidentified the model despite clear customer corrections at [02:00] and [05:00].
  • No troubleshooting steps were performed to recover admin access (e.g., factory reset, default password check).
  • Agent correctly communicated warranty status and offered a self-help path via email.
  • No case/ticket was created, a protocol miss.
Positive Highlights
  • Collected customer name and email for follow-up.
  • Clearly communicated warranty expiration and end-of-life status.
  • Offered a free self-help option (emailed guide) when customer declined paid support.
  • Directed customer to support.linksys.com for 24/7 assistance.
Agent Errors / Gaps
  • Incorrect model identification (EA8100 vs. customer-stated EAV100V2) despite multiple corrections from the customer.
  • Did not guide the customer through the factory reset procedure to recover admin access.
  • Did not verify default login credentials (e.g., admin/admin or label on device) for EAV100V2.
  • Did not confirm whether the customer had access to the web UI or attempted the correct URL (e.g., http://192.168.1.1 or http://myrouter.local).
  • Failed to create or reference a HappyFox case, violating case management protocol.
  • Did not validate resolution or confirm customer access after sending the guide.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The issue (cannot log in after power outage) was not resolved; customer ended call without confirmation of success and expressed intent to replace the router.
R2 Not Met Diagnostic thoroughness conf 94%
No actual troubleshooting steps were provided (e.g., factory reset, password recovery, access via myrouter.local); agent only mentioned reconfiguration generally.
R3 Met Correct resolution path conf 97%
Agent correctly identified EA8100 as out-of-warranty and EOL, then offered appropriate paths: paid support or free email guide.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent confirmed symptom (login failure post-outage) and verified model via serial, but did not ask about reset attempts, password recall, or local access attempts.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal system to validate model, warranty, and EOL status — sufficient for this eligibility/support-path scenario.
T3 Met No misinformation conf 98%
All technical claims (EOL status, no further updates, router still functional) are accurate per universal_eol_firmware.md.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained call flow and obtained confirmation before sending email, but did not set expectations about reconfiguration complexity or success likelihood.
C2 Partially Met Confirmed understanding conf 85%
Used clear language but did not adapt tone or check understanding beyond confirmation codes; missed opportunity to simplify for potentially frustrated customer.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the interaction from start to finish, did not transfer, and followed through on sending guidelines.
O2 Met Proactive follow-through conf 95%
Clearly stated next step (email guidelines), confirmed customer consent, and executed the action.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation needed; issue was within L1 scope and agent provided appropriate self-help option.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remained polite but did not acknowledge customer’s frustration about power outage or EOL status; missed empathy opportunity.
X2 Partially Met Tone & rapport conf 86%
Maintained neutral pace and tone, but did not adjust to customer’s apparent confusion or disengagement after learning of EOL status.
X3 Met Overall experience conf 92%
Providing reconfiguration guidelines via email reduced customer effort by avoiding real-time step repetition.
Call Transcript17 turns · 19 lines
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's serial number ready. For assistance, please press 1-1. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options: for in warranty products, our support team is available to help with performance and hardware issues. Please have your device's serial number ready. For assistance, please press 1-1. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. this is Blank we'll call back.
00:00
Speaker 1
EAV 100V2. EAV 100V2. Yes. V as in Victor, not two. V as in Victor. 100 V as in Victor,
02:00
Speaker 2
What's the model number again, sir? Is it... EA V as in Victor one-zero-zero two? The model number sir is EA and what's the next?
02:00
Speaker 1
two Yes That's what's on the That's what's on the bottom of the router uh 28N 2 0M Transcribe this audio, right channel only. Oh, I've got to
03:00
Speaker 2
So it's EAV-100 version 2. Can you check again, sir, if that's the exact model number because can you provide me the serial number of that?
03:00
Speaker 1
The serial number I provided is 28N, as in Nancy. 20. M, as in Mike. 17C, as in Charlie. 04516.
04:00
Speaker 2
I see. So it's EAA 8100. It's not V100. It's EAA 8100. It's 81. That's the model number of the serial number you provided to me. It's EAA 8100.
04:00
Speaker 1
Oh. I'm looking at it with a magnifying glass. It is E8. No, that was it. I have to change that and edit.
05:00
Speaker 2
right, so the serial number you provided sir. it corresponds to the model number of EA8100. So it's not, it's not EAVE, because there's no model number with the EAVE, it's only EA8 and then numbers. Yeah, So your model, mm-hmm, so your model number of your, yeah, EA8100. so that's the only, uh, Linksys, uh, product you have there, no other, all right.
05:00
Speaker 1
I was wondering, um, well I, I had a power hit the uh yesterday and the modem went down, it came back up and I reset all my settings, I thought I set the correct password but I can't log in, I I can't reset the pa the modem to, to, you know, go back through and and set all the settings again.
06:00
Speaker 2
alcohol. um-hum. see. yeah, let me check first. dot uh, before we proceed with that, can I have your name, sir? Vincent Gregory. uh, thank you. and your email address, Vincent? V.G.G. 59@outlook.com. And who's your Internet service provider, Vincent? All right. So since you have a power outage, Vincent, it's probably your router may have been disconnected. So you will need to reset and reconfigure them again. And before we do that, Vincent, I have to update you first of your router warranty status. Because upon checking in our system, your router model EA, 8100, is already out of warranty.
06:00
Speaker 1
okay well I guess that's
08:00
Speaker 2
Its warranty status expired last 2024. So I could not provide you a free technical support as your product is already out of warranty. However, we have the paid support. If you apply for it, I can walk you through the steps on how to reconfigure again your router. With regards to your question if there's still updates for your router. I've checked here on our system, your router has already reached its end of life, which means there may no longer be security or firmware updates for this router because it's it already reached its end of life.
08:00
Speaker 1
Sit then, uh, maybe what I'm gonna do is I'll go get another router. Okay. Yeah, that'd be good. [silence]
09:00
Speaker 2
your router is still working fine though, Vincent, only it has no more, uh, any updates, uh, firmware or security updates for it. But your router is still working fine. You just need to reconfigure it again because your router may be disconnected because of the power outage. If you don't want to apply for the paid support, I could just send you the guidelines on how to reconfigure your router through email. That is free. Would you like that? alright. Okay. So, I'll be sending you the guidelines to your email so just check your email. If you still have any questions, Vincent, you can go to our site support.linksys.com because we have our AI agent or support bot to help assist you 24/7. I just need your validation Vincent. Could you confirm that I can just go ahead and send you the guidelines through your email? Yes, sure. Yeah. Okay. Confirmation. Uh confirmation code is 718666. Can you please repeat that? Uh number 646152. Ah one, two, three, seven. Can you please repeat that for me? Oh, one, two, three, seven. Can you please repeat that for me one more time? Confirmation received. Thank you. The guidelines will be sent through your email. If you need any further assistance, Vincent, you can always visit our site support.linksys.com for more help. Thanks. Okay the confirmation code is [silence]
09:00
Speaker 1
Okay. So it support ended in support ended in 2024. Is that correct? [silence] Okay, thank you. [silence] Yep, you too. Bye.
10:00
Speaker 2
on that site, which can provide you any assistance. If you have any concern that you don't understand with regards to reconfiguring your router, okay? All right. Thank you for calling Linksys. Yes? Yes. The warranty status expired last 2024. You're welcome. Thank you for calling Linksys, Vincent. Take care and have a great day. Bye.
10:00