V2 Rubric Detail — 03e85194-6044-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-04 18:34
Duration
11m 16s
Contact
Emily Richo
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132296
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: router password access
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by falsely claiming the device was unsupported and offering no valid troubleshooting, effectively evading the support obligation.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent incorrectly claimed the EA6350 was end-of-life and unsupported, provided technically inaccurate information about the default admin password, and failed to apply the required Recovery Key reset procedure. No meaningful troubleshooting or escalation was offered, resulting in a complete failure to resolve the issue and constituting avoidance of support responsibility.

V1 Case Analysis

Customer unable to access router admin interface; agent incorrectly stated EA863V3 is unsupported, provided invalid URL, and did not offer password recovery or reset guidance.

Troubleshooting Steps
  • Asked for serial number and model
  • Mentioned default admin password 'admin'
  • Incorrectly stated router is end-of-life and unsupported
  • Provided invalid support URL
Key Observations
  • Agent incorrectly stated the EA863V3 is end-of-life and unsupported, contrary to KB (EA Series routers are supported).
  • Agent provided an invalid support URL ('support that links this.com') at [09:00], which is not a real Linksys domain.
  • Agent failed to guide the customer through the standard password recovery process (five-digit recovery key) or factory reset, both valid paths per KB.
  • Call derailed into irrelevant personal information collection (middle name, email for third party) at [05:00]-[06:00], indicating poor call control.
  • Agent misidentified customer as 'David' after correction to 'Emily', showing lack of attention.
Positive Highlights
  • Attempted to collect serial number and model information, though verification was incomplete.
  • Correctly explained that the sticker password is the Wi-Fi password, not the admin password.
  • Mentioned the default admin password 'admin', which is accurate for many EA Series routers.
Agent Errors / Gaps
  • Incorrectly stated the EA863V3 is end-of-life and unsupported, contrary to KB.
  • Provided an invalid and non-existent support URL ('support that links this.com').
  • Failed to follow the LinksysNOW password recovery procedure (five-digit recovery key) or factory reset guidance.
  • Did not confirm or correctly record the model/serial number despite partial collection.
  • Collected unnecessary personal details (middle name, email for third party) unrelated to the support issue.
  • Misidentified customer as 'David' after correction to 'Emily', indicating inattention.
  • Allowed call to become unfocused with off-topic exchanges, losing control at [05:00]-[06:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the login issue or provide a valid recovery path; incorrectly declared device unsupported and ended with a generic KB suggestion.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent identified the symptom (can't log in) and asked for model/serial, but failed to guide through Recovery Key reset or factory reset, stopping at an incorrect 'unsupported' conclusion.
R3 Not Met Correct resolution path conf 97%
Agent misclassified EA6350 as end-of-life and refused support, but EA series is still eligible for best-effort troubleshooting; skipped required Recovery Key reset path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent recognized the symptom and asked for model/serial, but did not inquire about prior setup or recovery key, jumping to unsupported status without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use or mention the Recovery Key method, which is the correct non-destructive tool for forgotten EA series passwords and is required by protocol.
T3 Not Met No misinformation conf 98%
Agent incorrectly stated default admin password is 'admin' (EA series uses user-created password) and falsely claimed the EA6350 is unsupported, contradicting KB guidance.
Communication
C1 Not Met Clear & professional language conf 96%
Agent provided no call framing, allowed drift into personal details, and failed to maintain control or structure the interaction effectively.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms without adaptation, failed to confirm understanding, and did not adjust to customer's repeated confusion about passwords.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abandoned ownership by declaring the device unsupported and offering only a website link, without attempting resolution or escalation.
O2 Not Met Proactive follow-through conf 96%
No next steps, timeline, or follow-up was provided; customer was left with no actionable path forward.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent failed to escalate despite indicating the device was out of support — a scenario requiring escalation to L2 or proper handoff, not dismissal.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy, ignored customer frustration, and delivered scripted responses without acknowledging the user's effort or confusion.
X2 Not Met Tone & rapport conf 94%
Agent maintained a one-size-fits-all tone, did not match customer's pace, and failed to re-engage after customer disengaged due to confusion.
X3 Not Met Overall experience conf 95%
Customer had to repeat model and serial multiple times; agent introduced no efficiency and added friction by misdirecting to an irrelevant website.
Call Transcript20 turns · 22 lines
Speaker 1
[silence] Hi I'm trying to figure out what my uh router password would be. But I I'm typing. I'm trying to log into um uh like link sys online uh and it's it's telling me I needed an associate route.
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, 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 Linksys, this is southard. How can I help you?
00:00
Speaker 1
Okay, with the router password, and I and I'm typing in the password that's on the router, but it's not working. Okay. What would the router password be? yeah. what is the what is the Where can I find the serial number? which one is it?
01:00
Speaker 2
Well, the password on indicated on your router is a Wi-Fi password. That is not a router password. When you set up your router, you should have created your router password. If you haven't, then the router password should be the default, which is admin. May I know the serial number of your router so that I could confirm? Underneath your router on the product label sticker where the Wi-Fi name and password is indicated, the serial number is there.
01:00
Speaker 1
Is it the one on top of the barcode or on the bottom? You got it. Yeah. Uh uh. Well, so I have one that's, uh, 5001987. Yeah, we just gave it to me. Thank you. Have a good day. the model number is E 863 V 3. Yeah. E 863 V 3. [silence]
02:00
Speaker 2
It's usually below or above the MAC address. I don't think this is serial number. What's the model number of your Linksys? EA635.
02:00
Speaker 1
Okay. Give me one moment. I think I might have been covered up with the other sticker. Can I look at this pack over there for a minute?
03:00
Speaker 2
and usually the serial number is indicated with a letter S and and usually it's it consists of 14 digits [silence]
03:00
Speaker 1
Does that start with S and no serial numbers start with one or one one you know, Dylan. I said. Okay. Are you ready for it? Oh, you did. It's a one four Y three zero J zero nine seven one five six one three.
04:00
Speaker 2
Hello, David. How are you doing? I heard you say one four, I get it.
04:00
Speaker 1
[silence] Yeah, my first name's Emily, E-M-i-o-why. [silence] Yeah, I realized that [silence] My last name's Ricko, R-i-c-h-o. [silence] Could you sign a message to Joe from me? and I realized I sent it yesterday today. Yeah, you still have it today. [silence] R-i-c-h-o. [silence] It is uh, Brie Terme and pest at gmail.com. That's B-r-a-n-t-l-e-y t-e-r-m-i-t-e. [silence]
05:00
Speaker 2
Okay. I'll create first a record for you, ma'am. May I know your name? R-E-C-H-O. And your email address.
05:00
Speaker 1
a-and-d, p-e-s, past at gmail.com. Thank you. Yes. existence that gmail.com. do you, do you needed a, do you needed a, uh, email? okay. it's spectrum. exactly. All right. thanks.
06:00
Speaker 2
It's Bronte Fernetti and Bess just for documentation and who's your internet service provider? Emily's all right so you only have one Lynx's product the model is how A-50 and it's working fine right
06:00
Speaker 1
It's working. I just need to find out what the, um, what the the router password is. And I, and I, and I keep trying to log on. Um, I'm trying to log in the Linksys, uh, website, and it's asking me for an associate router password, which I'm, I'm typing in the password that's on the sticker on the router and that's not working. I'm also, I've also tried our Wi-Fi password. That is also not working. [silence] Okay.
07:00
Speaker 2
Yes, because the one that's on the sticker on your router, that is the default Wi-Fi password for your router. It's like your Wi-Fi password, but before you created your new Wi-Fi password, that's the default Wi-Fi password. When you reset your router, it will revert back to that Wi-Fi password. So that's why it will not work by typing in the
07:00
Speaker 1
okay. Would you be able to tell me... Would you be able to tell me what my mother's middle name is? [silence] Okay. Yeah, I, I just tried to log in with admin and it gave me this page. It says trying to reach links this now.
08:00
Speaker 2
This router being old is no longer supported because it's already reached its end of life and also reached its end of support. So, in case you have trouble with your router, we cannot longer provide you any technical support. But if you have any concern with regards to your router, you can use our links, our fungus, our links, our links, our or support for on our support site, uh, support that links this.com. So, that's the only uh, uh, access uh, or assistance we can provide you as this router is no longer supported. But
09:00
Speaker 1
Uh, if you're trying your it's it essentially gave me like a, I don't know, gave me a weird page. Um, okay. So, um, okay. Uh, [silence] Of course. Uh huh. Alrighty. Uh well thank you for your. Too. Bye bye.
10:00
Speaker 2
like uh support um put our chatbox okay you're welcome thank you for calling links of Emily have a great day
11:00