V2 Rubric Detail — 041f85e4-6a74-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 17:43
Duration
5m 4s
Contact
Lauren Sherwin
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133788
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: ROUTER'S PASSWORD.
⚠ Auto-Zero applied: Agent avoided required non-destructive troubleshooting (Recovery Key reset) for a forgotten password on an EA series router and prematurely pushed paid support instead of providing best-effort assistance — constituting Avoidance/Evasion (B).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to resolve the customer's admin password issue by skipping essential troubleshooting, providing technically inaccurate information about default passwords, and defaulting to paid support without attempting the documented Recovery Key method. The interaction lacked direction, empathy, and ownership, resulting in an unresolved outcome and constituting a critical failure due to avoidance of proper protocol.

V1 Case Analysis

Customer unable to access EA6100 router admin interface; password on label rejected. Agent provided incorrect default password advice and failed to explain factory reset as the only recovery method. Call ended with only paid support offer; issue unresolved.

Troubleshooting Steps
  • Collected model (EA6100) and serial number
  • Checked warranty status (out of warranty)
  • Offered paid support
Key Observations
  • Agent provided materially incorrect technical advice by suggesting 'admin' or the label password as valid admin credentials for an EA6100 router
  • Agent failed to explain that EA series routers require a factory reset (hold reset button for 10 seconds) as the only method to recover access when the admin password is lost
  • Call ended abruptly without confirming any outcome or offering self-help guidance, leaving the customer with no actionable path forward
  • No troubleshooting steps were performed beyond collecting device info and offering paid support
Positive Highlights
  • Accurately identified the product model (EA6100) from the serial number and customer input
  • Correctly communicated the warranty status as out of warranty based on system lookup
Agent Errors / Gaps
  • Provided factually incorrect information: claimed 'admin' or the label password could be the admin password, but EA series routers require a user-created admin password during initial setup and do not use the Wi-Fi password as the default admin password
  • Failed to mention the only supported recovery method for EA series routers: factory reset via the reset button (hold for 10 seconds)
  • Did not verify whether the customer had tried a factory reset or the 'Forgot password' option (which does not exist on EA series)
  • Prematurely offered paid support without explaining or attempting any free, supported recovery steps
  • Abandoned the call without providing a clear next step or resolution path, leaving the customer with no actionable guidance

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; customer was unable to log in and no solution was provided.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped troubleshooting steps like verifying login URL or guiding through Recovery Key reset, moving straight to warranty and paid support.
R3 Not Met Correct resolution path conf 96%
Agent defaulted to paid support without attempting best-effort troubleshooting (e.g., Recovery Key method), violating OOW support standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions asked about login attempts, browser used, or prior steps; root cause not investigated.
T2 Not Met Appropriate tools / resources used conf 96%
Agent failed to use the Recovery Key procedure — a required, non-destructive tool for EA series routers — despite clear need.
T3 Not Met No misinformation conf 97%
Agent incorrectly suggested 'admin' or label password as default for EA60100, which contradicts KB: EA series creates admin password during setup.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent set warranty expectation but lost control by abruptly ending call without resolution or transition.
C2 Not Met Confirmed understanding conf 95%
Agent used scripted language, did not adapt to customer’s technical level, and failed to confirm understanding of password distinctions.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by pushing paid support instead of guiding through standard recovery steps available for out-of-warranty devices.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up plan provided; call ended without closure.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent offered brief apology for warranty but acknowledged customer's effort in calling back; minimal empathy shown for login frustration.
X2 Not Met Tone & rapport conf 93%
Agent maintained a rigid, scripted tone and did not adjust to customer’s confusion or engagement level.
X3 Not Met Overall experience conf 94%
Customer repeated email and serial number; agent did not streamline process or reduce effort by guiding directly to recovery steps.
Call Transcript10 turns · 10 lines
Speaker 1
Hey Regina, my name is Lauren. I just called a minute ago and spoke with somebody about updating my Wi-Fi online and she told me to use the web based version and when I'm doing that it says I have the incorrect password.
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 to. 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. Hi, thank you for calling Linksys. This is Regina, who going to help you today.
00:00
Speaker 1
And it's the same password that's on the back of my router. So I'm not sure why I can't access the website. Sherwin, it's S-H-E-R-W-I-N 540 287 6858 at gmail.com, just one.
01:00
Speaker 2
Okay. So, I totally understand your concern, Lauren, Ray, but. But. Let me. I know your last name. Can you spell it for me? Okay. And your email. Okay. Okay. And how many links this router do you have? That. Can you please provide the serial number?
01:00
Speaker 1
Yes. Yes. it is one four X one zero six zero B6 one four seven four eight. Yes. Um, would it say that on? Oh yes, EA 60 100. Antietam Antietam. It's A-N-T-I-E-T-A-M. It's A-N-T-I-E-T-A-M. M-M-E.
02:00
Speaker 2
it's letter B for boy. So the model number of your linksys router is an EA, 6,100. And who is your internet service provider? Would you like to spell it for me?
02:00
Speaker 1
I believe. Hahn. 15. So there's no way like it's just that password's not working on the. Yes. [silence]
03:00
Speaker 2
Okay. Thank you for that one Lauren. But before we proceed, I would like also to set expectation regarding of the warranty status of your Linksys router. Okay, so it indicates in our system that this device is no longer under warranty. And I really apologize that live support is no longer available. However, we have paid support. So I can still assist you setting up your Linksys router if Mr. Sorry, but you need to pay $15 and it's good for 60 minutes of troubleshooting. The router password? Okay, are you trying to access the web interface? That's why you need a router password. And of course, there's an option wherein you can reset and set up a new router password. But then, then.
03:00
Speaker 1
it's the one labeled on the bottom of the router. Yeah, it's never been che like I can connect devices to my wi-fi with that password, but logging into the interface, it will not work, that password, all lower case, um, I think that might have worked. Okay. Thank you so much. All right. Thank you. You too. [silence]
04:00
Speaker 2
So, for a problem if you can't access or your Linux device doesn't have a recovery key, do you still remember your router password? Either it's admin or lowercase admin or the password labeled on the bottom of the router, okay? It's supposed to be if you know it, did not change your admin or router password. Okay, I'll be there. How about the admin? o o Riley? Yes, okay, so you can... Okay. You're welcome, and have a great day, Lauren. Bye for now.
04:00