V2 Rubric Detail — 0994f2f0-71d3-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-27 02:51
Duration
20m 25s
Contact
Joel Skarda
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00117782
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to get online
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met — agent provided a materially incorrect technical instruction by applying the 5-press pairing method to an EA series router, which is not supported per KB documentation. This constitutes a critical failure in Technical Accuracy.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.81/5
Technical1.25/5
Communication0.00/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

Despite the customer ultimately confirming resolution after a factory reset, the agent committed a critical technical error by instructing a 5-press pairing on an EA7430 router — a method exclusive to Velop/Intelligent Mesh systems. This materially incorrect guidance, combined with poor communication and lack of empathy, triggers an auto-zero under the rubric. The outcome was successful but achieved through incorrect procedures.

V1 Case Analysis

Customer unable to log into router admin or change Wi-Fi name on EA7430. Performed factory reset, regained access using default admin/admin, and successfully changed SSID. No serial number or warranty status collected.

Troubleshooting Steps
  • Instructed 30-second factory reset via reset button.
  • Guided customer to reconnect to default SSID (LINK02589).
  • Incorrectly advised 5-press pairing (not applicable to EA series).
  • Advised power-cycle and re-login to admin UI.
  • Confirmed admin password (admin/admin) and successful Wi-Fi name change.
Key Observations
  • Agent instructed 5-press pairing on an EA7430 router at [10:00], a method that only applies to mesh nodes (MX, WHW, MR series), not EA series standalone routers.
  • Agent misidentified the model as 'EA7-350' at [06:00] instead of EA7430, leading to potential confusion.
  • No serial number, warranty status, or case number was collected, violating core Linksys support protocol for troubleshooting calls.
  • Agent made confusing statements about 'wiping out everything' and fees without context, creating unnecessary customer concern.
  • Customer regained access and changed Wi-Fi name, indicating the core issue was likely resolved despite agent errors.
Positive Highlights
  • Correctly guided the customer through a factory reset via the reset button for 30 seconds, a valid step for EA series routers per universal_factory_reset.md.
  • Helped the customer reconnect to the default SSID (LINK02589) after reset, enabling access to the admin interface.
  • Confirmed the use of default admin credentials (admin/admin) for the EA series, which is accurate per standard Linksys defaults.
  • Customer successfully changed the Wi-Fi name and confirmed functionality, indicating the core issue was resolved.
Agent Errors / Gaps
  • Provided 5-press pairing steps at [10:00], which apply only to mesh nodes (MX, WHW, MR series), not EA series routers. This is a serious KB violation per universal_5press_models.md and velop_child_node_setup.md.
  • Mis-identified the model as 'EA7-350' at [06:00] instead of EA7430, risking incorrect troubleshooting path.
  • Failed to collect serial number, warranty status, or case number, a critical protocol failure for a product troubleshooting call.
  • Made unclear and potentially alarming statements about 'wiping out everything' and implied a fee without justification, causing unnecessary customer anxiety.
  • Did not verify whether the customer could access the local web interface at http://192.168.1.1 or http://myrouter.local after reset, relying instead on the app which was not working.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'Thank you so much... I got it all' and 'Yep, it looks like I got it all.'
R2 Partially Met Diagnostic thoroughness conf 88%
Agent initiated troubleshooting with a factory reset but skipped confirming basic status (e.g., internet connectivity, admin password) before jumping to 5-press method, which is irrelevant for EA series.
R3 Not Met Correct resolution path conf 92%
Agent incorrectly applied the 5-press pairing method (valid only for WHW/MX/MR mesh systems) to an EA7430, a non-mesh router, demonstrating a failure to select the correct resolution path based on product type.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (can't access app or change Wi-Fi name) but did not diagnose root cause (forgotten admin password) before recommending a reset; skipped confirming if internet was functional or if default credentials were tried.
T2 Not Applicable Appropriate tools / resources used conf 98%
No tools (remote access, logs, dashboard) were used or available; interaction was fully verbal and local.
T3 Not Met No misinformation conf 94%
Agent instructed customer to 'press the reset button 5 times within 5 seconds' — a documented 5-press pairing method that does NOT apply to EA series routers (only WHW/MX/MR); this is a materially incorrect technical instruction.
Communication
C1 Not Met Clear & professional language conf 91%
Agent lacked structure: introduced unrelated personal anecdotes, gave out-of-order instructions (reset → reconnect → 5-press), had long silences, and failed to maintain control or set expectations.
C2 Not Met Confirmed understanding conf 90%
Agent used inconsistent and confusing language (e.g., 'click-click-click-click-click-click'), did not adapt to customer confusion, and failed to confirm understanding after critical steps.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent remained on the call throughout, did not transfer, and followed through on guiding the reset process to completion.
O2 Met Proactive follow-through conf 93%
Agent provided specific next steps (reset, reconnect, reconfigure) and stayed on the line until the customer confirmed success.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent ignored customer’s expressed frustration ('pulling my hair') and repeated attempts, offered no acknowledgment or empathy, and remained procedurally detached.
X2 Not Met Tone & rapport conf 90%
Agent failed to adjust tone or pacing despite customer confusion and repeated questions, continuing with incorrect and disorganized instructions.
X3 Not Met Overall experience conf 89%
Customer had to perform unnecessary actions (5-press sequence), endure repeated app restarts, and re-enter information due to agent’s inefficient and incorrect guidance.
Call Transcript29 turns · 32 lines
Speaker 2
uh press eight. 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 serial number ready. For assistance, press one now. For out of warranty, please have your device's serial number and contact information ready. if unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
01:00
Speaker 1
sit, you know, I wanna go to. I'm really insecure about it. these pieces. I don't like them. There's two pieces I don't like.These two pieces fitting so well, are you please?
03:00
Speaker 2
Thank you for calling. Hello? Yes, my name is Nathan from Linksys. How can I help you?
04:00
Speaker 1
because I tried what you sent already. Am I able to pay the fee for you guys to reset it for me?
05:00
Speaker 2
Which one is the model again is you're Noel, right? Joel, Joel, Joel, like Noel. All right, let me take a look. You received my email? Okay. Hmm. You still have internet? No. Um, if you do the play.
05:00
Speaker 1
uh-huh what was that really cuz I tried that I I'm sorry what yeah so are you not able to help me change it or okay yeah some of course I have a lot of time right now what was it
06:00
Speaker 2
if you do that you will wipe out everything there's no way we can recover the router yeah you really have to wipe out you router if you change the router password you basically erase everything you reinstall everything and then change the wi-fi name change the password of the wi-fi you can use the same wi-fi name and password that would be good you have to do that yeah i can i can but it will take time are you okay with that one 73 73 50 right uh
06:00
Speaker 1
No, the model number is EA7430... oh. Yeah, it's working, it's just I can't log into the application to see like who's logged into my Wi-Fi or like anything like that. And then I can't change the name either. It's just, yeah. And I've done it before, I've called... Yeah, okay. Yeah, the current Wi-Fi name is
07:00
Speaker 2
Model is EA7-350, oh, seven, seven, four, three, zero. Okay, but you can connect to the Wi-Fi name, right? let me see. can you tell me what is the default like my name on the router at the back? [silence]
07:00
Speaker 1
The default name So the default name is, LINK 02589. O 0 2 5 8 9. Yes. Yes. O. O KAY. I am not from Bakersfield, no, um, but I did live in
08:00
Speaker 2
no no default the default alright you have the password for that one right don't give it to me but you can see it alright I need you to press the reset button on the router and press and hold it for 30 seconds My chance Joel are you from Regression California
08:00
Speaker 1
[silence]
09:00
Speaker 2
All right. I have my best friend, Joel. Growed up in Lake Maria. I thought it was you. You sounds different though. Yeah. Use the bottom. All right. Go ahead. Tell me what is the color of the light now after you press the reset button. Yellow. Can you check if you can connect to the default Wi Fi name links is zero 2589 on the
09:00
Speaker 1
yes. Oh now I see it. okay it's connecting. this is no internet connection. should I try the five G one? okay.
10:00
Speaker 2
Can you turn off the Wi-Fi, wait 5 seconds, and turn it on? You can see it? Okay, go ahead. Connect. [silence] all right. Connected. No, no, no, it's okay. Just good? Just objective. Now, off and the link says, Okay. Okay. Can you press the reset button 5 times within 5 seconds, like click-click-click-click. Click-click. Okay. Click-click-click-click-click-click. Okay. Click-click.
10:00
Speaker 1
Okay. Uh, fast or hold, or... Okay. Okay, I did it. Like... like Yeah, it's blinked. It like turned off and then turned back on or something. Okay, I see. Do I click on the network
11:00
Speaker 2
Click, click like that, five times. Do not. Do not how? Okay, just one press per second and five times. Did it blink? Mhm. Wait for a few seconds. A minute or two.
11:00
Speaker 1
Okay. Oh, it disappeared. It disappeared. It was here, now it's not. Oh, now it's here again. Okay. Okay, now I'm connected. This is no internet connection. Okay. Let me. So close that.
12:00
Speaker 2
Yes, check if you're still connected to lynx.s-02-589, you're connected yet, right? You're not disconnected. Okay, okay, try to reconnect. Mm-hmm. Check if you have internet. No internet connection. Okay. Um, if you open the lynx's app, close it and then open it again from the top. Hmm wait five seconds and then open it again. How's it. Go ahead. it says the welcome to welcome to the experience. Right. Okay. Follow. [silence]
12:00
Speaker 1
oh, okay. This is how you change the name. Got it. I'm just changing the names now. Yes, thank you so much. I was going.
14:00
Speaker 2
only the status now are changing any good i'll be here
14:00
Speaker 1
Crazy trying to figure it out. My God, pulling my hair. Okay, now it's just waiting again. It's updating. This is almost there.
15:00
Speaker 2
[silence] That's right.
15:00
Speaker 1
Um, it's just, it's alright, almost there. I don't know. Yeah.
16:00
Speaker 2
80%? A hundred? Usually, they say always there. It takes us five minutes more.
16:00
Speaker 1
Now it's the next, I think. Cannabalis toggle right side. Okay. OK. I think I got it. See the Rx now. Should. Okay, that works. I think the Alper's now like should right. Let me close that out. Am I able to see this? I'm able to see right the people that are on the Wi-Fi? Like I just don't know where it's ah this is okay now it's saying it's connecting. Um okay. asked me for the router password. Hello, it's asking for the root or password again but I just don't know it. I don't remember what I put it at. admin or no. Yeah, it work. It's still circling. Okay, cool. Yeah, it looks like Yep, it looks like I got it all. Thank you so much. [silence] Hello, it's asking for the router password again, but I just don't know it. Like, I don't remember what I put it as admin or no. Yeah, it work. It's still striking. Okay, cool. Yeah, it looks like yep, it looks like I got it all. Thank you so much.
17:00
Speaker 2
Sorry, sorry. I pushed the wrong button. Yeah, sorry. Tell me, what do you see? ADM and admin admin, yeah, admin. OK. That works. OK.
19:00
Speaker 1
Thank you so much. I hope we have a blessed one. Good night. Bye. No, that'll be it. Thank you so much. Okay. Bye. Good night. [silence]
20:00
Speaker 2
you don't have to pay me, I feel good. Your same name with my friend and it's just easy. yes Joel, nice talking to you and good night. anything else? all right, then. Bye-bye for now.
20:00