Ticket subject: EA8300_wants to access the router's ui
⚠ Auto-Zero applied: Avoidance/Evasion – agent provided no troubleshooting, guidance, or solution, effectively evading the customer's request through incoherent repetition and lack of action.
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.1/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)
V2 Grader Summary
The agent never addressed the customer's locked admin password issue, offered no troubleshooting steps, and failed to provide any resolution or next steps. Communication was unclear, lacking empathy, and the call ended without progress, resulting in an unresolved outcome. Technical Accuracy indicators were confirmed not met by Assessment 3, supporting the Avoidance/Evasion auto-zero.
V1 Case Analysis
Customer locked out of EA8300 admin UI; agent provided no valid password recovery steps.
Troubleshooting Steps
Asked for model number (EA8300)
Attempted to collect serial number (not provided)
Provided no technical steps or password recovery guidance
Key Observations
Agent's response at [12:00] ('you want to access the user interface The tools are carded from the function via the payment') is incoherent and provides no technical value.
No mention of the correct password recovery procedure (five-digit recovery key via myrouter.local or 192.168.1.1) as documented in the KB.
Call ended without any resolution, next steps, or escalation path, leaving the customer with the same issue.
Positive Highlights
Agent correctly asked for the router model number (EA8300).
Agent Errors / Gaps
Provided technically meaningless and irrelevant dialogue that did not address the customer's issue.
Failed to follow the documented password recovery process for EA series routers (universal_password_login.md).
Did not verify or guide the customer to the correct local login URL (http://192.168.1.1 or http://myrouter.local).
No troubleshooting, escalation, or self-help resources were offered despite the customer being locked out.
Lack of professional communication and empathy throughout the call.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent never provided a solution or guidance to unlock the router admin password; only repeated incoherent phrases and requested model/serial.
R2Not MetDiagnostic thoroughnessconf 98%
No troubleshooting steps were taken; agent only asked for model/serial and repeated unclear statements without diagnostic progression.
R3Not MetCorrect resolution pathconf 97%
Agent did not determine the appropriate path (e.g., password-recovery steps) and offered no resolution plan, despite the issue being a common lockout scenario requiring recovery key or factory reset guidance.
Technical Accuracy
T1Not MetTechnically accurate infoconf 98%
Agent did not identify specific symptoms (lockout after failed attempts), ask diagnostic questions, or work toward a root cause; only repeated fragmented statements.
No tools, resources, or evidence (e.g., recovery key, admin UI, KB article on password recovery) were used despite the issue requiring them for accurate diagnosis and resolution.
T3Not MetNo misinformationconf 96%
Agent provided no technically accurate information; statements were vague and unrelated to the problem (e.g., 'The tools are carded from the function via the payment').
Communication
C1Not MetClear & professional languageconf 97%
Agent never set expectations, kept the call on track, or managed transitions; the dialogue was fragmented, repetitive, and lacked clear direction or control.
C2Not MetConfirmed understandingconf 96%
Agent’s language was unclear and did not adapt to the customer’s confusion about the password lockout; used jargon and failed to confirm understanding.
Customer Ownership
O1Not MetOwnership & empathyconf 97%
Agent did not take ownership; they did not attempt to resolve, nor did they offer to follow up or transfer appropriately, instead repeating incoherent phrases.
O2Not MetProactive follow-throughconf 97%
No next steps, timelines, or follow‑up commitments were given; customer was left without direction after repeated requests for help.
O3Not ApplicableClosure confirmationconf 95%
This was the first contact; there was no prior history to maintain continuity.
No escalation was performed and, given the issue (admin password lockout), escalation was not warranted; the agent should have resolved it at L1 with recovery key or reset guidance.
E2Not ApplicableEscalation prep & handoffconf 94%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent showed no empathy or patience; they repeated vague statements without acknowledging the customer’s frustration or repeated effort.
X2Not MetTone & rapportconf 96%
Agent did not adjust tone or pace to the confused customer; communication remained disjointed and unresponsive to the customer’s stated needs.
X3Not MetOverall experienceconf 96%
Customer was forced to repeat information (model/serial) and received no actionable assistance, increasing effort without progress toward resolution.
Call Transcript5 turns · 6 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 serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your devices 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.
00:00
Speaker 1
Yeah, hi. I've had my Linksys router for quite a while now, and I wanted to log in online with it, and I don't know-- I didn't have any luck. It's saying that I have the wrong password, and I did it a couple-- too many times, and it said it was going to-- that I was locked out, and now I'm trying to log back in again online, and it's still telling me that I'm using the wrong password, and I don't know what's going on with it, and I don't want to try to get locked out again. I don't know what to do.
12:00
Speaker 2
uh-huh [silence] you want okay you want to access the user interface The tools are carded from the function via the payment. So basically you want [silence] okay [silence] you want to access the user interface The tools are carded from the function via the payment.
12:00
Speaker 1
Yes ma'am I'd like to see everything about my network and how many devices I have on there. Uh it's an E as in Edward, A as in apple, 8300? Yes. Um yes I may have that as well let me look to see. I don't know. Um let's see.
13:00
Speaker 2
Okay, so may I know the model number and serial number of this linksys device? Let me just create a record. Again, that's E for Edward, A for Apple, A 3 0 0. How about the serial number? [silence] [silence] Okay. You can by the way check the serial number that will be underneath the router.