V2 Rubric Detail — 0bee4c50-8212-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 19:02
Duration
11m 0s
Contact
361-960-3527
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#EOS00137693
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall25.5% (-4.5)

V2 Grader Summary

The agent failed to resolve the admin password lockout due to incorrect technical guidance (default password 'admin' on EA5400) and premature suggestion of a new router purchase. Troubleshooting was incomplete, ownership was not demonstrated, and no next steps were provided, leaving the customer unable to access her router. While communication was polite, it lacked adaptation and efficiency, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to access E5400 admin UI after reset attempts. Agent provided incorrect reset guidance and recommended router replacement without resolving the login issue.

Troubleshooting Steps
  • Collected customer name, email, and serial number
  • Identified router model as E5400
  • Discussed reset attempts and password entry
Key Observations
  • Agent incorrectly distinguished between 'soft' and 'hard' reset — the E Series does not have a documented soft reset function; brief presses may not trigger reset
  • Agent failed to provide the correct factory reset procedure: hold reset button for 10–20 seconds until LED changes (per universal_factory_reset.md and EA series KB)
  • Agent did not verify access via http://192.168.1.1 or confirm use of default admin credentials (admin/admin) for the E5400 after reset (per ea_series_password_login.md)
  • Agent recommended purchasing a new router instead of resolving the issue on the existing supported device
  • Customer's concern about disrupting other devices was not addressed with clear guidance that a factory reset only affects router settings, not immediate Wi-Fi disconnection of already-connected devices
Positive Highlights
  • Collected customer name, email, and serial number accurately
  • Correctly identified the router model (E5400) from the serial number provided
  • Acknowledged customer's age and comfort level with empathy
Agent Errors / Gaps
  • Mischaracterized reset behavior — E Series routers do not have a 'soft reset' function; pressing the reset button twice likely initiated an incomplete reset
  • Failed to provide the correct factory reset procedure: hold reset button for 10–20 seconds until LED changes (solid red, then off, then solid blue)
  • Did not verify access via http://192.168.1.1 or confirm use of default admin credentials (admin/admin) for the E5400
  • Recommended purchasing a new router instead of completing basic troubleshooting for a supported product
  • Did not explain that after a factory reset, the default login for E Series routers is 'admin' for both username and password

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call without regaining access to router; no resolution path was completed or confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified incorrect password issue and asked about reset attempts, but failed to guide through model-specific recovery steps or verify soft vs. hard reset execution.
R3 Not Met Correct resolution path conf 95%
Agent suggested purchasing a new router instead of fully troubleshooting the EA5400’s password recovery, which is a valid in-warranty software issue requiring best-effort resolution.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent recognized symptom (login failure) and asked about resets, but did not probe lockout status, recovery key use, or confirm whether the customer had exceeded attempts.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used serial lookup to identify model (EA5400), demonstrating appropriate use of internal tools, but did not reference KB or suggest remote-access options that might have helped.
T3 Not Met No misinformation conf 97%
Agent stated 'the admin lowercase should be accepted by the web interface' after a hard reset. Per ea_series_password_login.md, the admin password for EA series is created during the initial Smart Setup Wizard and is NOT printed on the label nor is it a default 'admin' password.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic flow and acknowledged customer concerns, but had long silences, no clear agenda, and failed to summarize or transition effectively.
C2 Partially Met Confirmed understanding conf 82%
Agent used customer's name and spoke politely, but used technical terms like 'hard reset' without explanation and did not adapt to older caller’s expressed discomfort.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not own the case; shifted focus to selling a new router rather than resolving the existing device’s issue, abandoning technical support responsibility.
O2 Not Met Proactive follow-through conf 95%
No next steps were defined — customer concluded she would call back months later, indicating complete lack of actionable follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed understanding ('I understand that...') and validated emotional strain, but responses were generic and lacked personalized acknowledgment of repeated effort.
X2 Partially Met Tone & rapport conf 83%
Agent remained courteous and used the customer’s name, but pace and tone did not adjust for an older, overwhelmed user expressing fatigue and technical hesitation.
X3 Not Met Overall experience conf 94%
Customer repeated email, serial number, and reset attempts multiple times; agent failed to consolidate information or reduce redundancy.
Call Transcript17 turns · 18 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self- help options available. Please have your serial number ready and stay on the line for assistance. [silence] Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today? [silence] Oh. Uh-huh. [silence]
00:00
Speaker 1
No, I think I did it too many times and it kicked me off. I don't know how many times it does that. Uh is that what happens sometimes? I know in any other site it does or any other thing it does. I was trying to connect it to my Google Nest Hub to my phone and it wasn't working and I don't know what happened, but anyway, I cannot get back in to my uh router with my password and it says that it's incorrect. It says it's an it's an incorrect password. That's what it's telling me.
01:00
Speaker 2
So, basically ma'am, you got disconnected to the network and then you tried to input the the password but it's not connecting you back. Mhm. uh-oh I see so so you're incorrect password okay so you mean you're connected to the Wi-Fi but you're unable to log in to the web user interface? have you tried? Mm-hmm. Mm-hmm. Yeah, there we actually don't have we actually don't have access to to it, ma'am, but if um if you have tried using the password that you have created for your admin and it it didn't went through, you should have tried to reset the router password. Have you tried that?
01:00
Speaker 1
I pushed the reset button, the red reset button twice. OK. And then I put in the regular name of it and then I tried admin. That didn't work. I took the password that was on the back of the router and tried, you know, the name of the router and then that password and it still didn't work. Well, it signs off I put the name as admin and then put that uh with password that's on the back of it in there? It will. [silence] What do I how do I know what the router is? I mean, I gave a name to the router. Okay? And [silence]
03:00
Speaker 2
Well, once you reset the router back to its default settings, like you did a hard reset to the router, it should go back to its default settings. So, the admin lowercase should be accepted by the web interface. But anyway, ma'am, let me just run a
03:00
Speaker 1
So if I reset it that name is still there of of routers that are being used in here because the rest of my my computer and my tablet are on it. But I can't get my phone on it.
04:00
Speaker 2
Oh, I see. So, it means that it's not, um, it wasn't a factory reset, so it was just a soft reset. What you've done is a soft reset and it's not a hard reset. So, basically, um, you're unable to connect to it. So, if there's no um, there's no like way for you to reset the router password, it would be your last option would be doing a hard reset to the router. But anyway, let me just run some verification with you, ma'am, and gather some information about your links router in order for me to provide you an accurate uh troubleshooting for this one, okay? [silence]
04:00
Speaker 1
Well, I don't want, I don't want, I don't want to lose my uh internet for the rest of the things I have in the house, because, because uh All right. Um, you want serial number? Jean Goodear. G-R-E-N Goodear. G-O-O-D-Y-E-A-R. Right. Um, well, I'm in my Florida address right now. Um, I have two addresses. One in the house. Oh, email? Okay. [silence]
05:00
Speaker 2
I would need to create... yeah yeah I understand that and I would need to create okay so let me run some verification first okay so that I'll have information about your router. Okay uh let me uh before that let me create a record of you here first so may I have your full name your first and last name? wait that's Jean uh okay so that's Jean Goodure. How about your email address Ms. Jean? your email email address your email yeah [silence]
05:00
Speaker 1
lady Z is in zebra N is in Nancy F is in Frank L is in love and A is in Apple at aol.com Okay, it's 30 and 1 0 M to be. I think that's a see Oh 3646.
06:00
Speaker 2
Okay. Let me just repeat that. It's z n f l a. at a o l, a o l.com. all right guy. Thank you so much Mis jean. Uh, now, can you provide me the serial number of your linksys router? Okay. all right, let me just repeat. It's three zero N for November 10 M for my escapades.
06:00
Speaker 1
Yeah. B E C 0 three six four six. Yeah, B 0 three six four six. Does that not come up, or do I have a wrong number? Uh, I don't know what the model number is. It said Lynx is 0 three six four six. Yeah.
07:00
Speaker 2
2 B Bravo, T for Charlie, 0-0-3-6-4-6. All right, thank you so- Sorry? Hmm, hmm, hmm. All right. Ooh, okay. Um, I see. Um, what I can see here, um, Ms. Jean is that your Linksys router's model number is an E5400. Yeah. Yeah. Uh, uh, based based on the serial number you provided, the device that you have is an E-5400. And, uh,
07:00
Speaker 1
Yeah, I'll tell you since I've gotten here, I usually come for season, but I had some problems, so I came here early, you know, to fix some issues. And I don't know if I'm old. I'm not 79 years old. I don't know if I'm up to doing this right now. A new router and all this and everything, you know? So it seems like more than I want to deal with right now. Um I probably will when I come back in January, I'll probably get a I probably will get a new linksys router because those are the only kind of
09:00
Speaker 2
Not a new router though. This router that you have right now, if you're going to it, but what I can really suggest is you upgrade into a new router. And if you're going to stick with the linkedis product, you can always so that we can help you in setting it up. Mhm. Oh, really? You don't really sound 74 years old though. Mhm. I think.
09:00
Speaker 1
really bad. So, um, and, um, If I'm feeling, I'll meet here another month. So, if I'm feeling really brave, I might, I might buy it. Yeah. But right now, this is only day, got here Monday, Tuesday, Wednesday, five days, I've had nothing but one disaster after another. Not quite ready to do all that. Okay, well, thank you very much, I I have your phone number, I'll save it. And when I'm feeling brave, um, I'll throw it in there. So this is something without internet. Okay. All right. Yeah, you too. Bye, bye.
10:00
Speaker 2
okay that's understandable ma'am all right mmm no problem mmm Mm-mm. Mm-mm. Mm-mm. no problem I'm sure we are always here if you need assistance though all right okay all right thank you so much as well miss Gene and appreciate your time calling Linksys have a great day and take care bye for now
10:00