V2 Rubric Detail — 10279650-6115-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 19:30
Duration
8m 1s
Contact
Kevin Burbic
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132460
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Router password concern

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp0.71/5
Overall52.6% (-3.4)

V2 Grader Summary

The agent provided factually correct guidance for an out-of-warranty device, including the default admin password and reset option. However, the customer was never confirmed to have regained access, key troubleshooting gaps were present (e.g., incorrect IP), and promised follow-up (email) lacked timing or confirmation. Empathy and adaptation to customer concern were absent, resulting in a partial resolution.

V1 Case Analysis

Customer unable to access EA6400 admin page; provided default admin password (admin) and advised factory reset to restore defaults.

Troubleshooting Steps
  • Collected model number EA6400 and serial number.
  • Provided default admin password (admin).
  • Advised that a factory reset will restore the default password.
Key Observations
  • Agent did not correct the customer's mistyped IP address (192.681.1).
  • No detailed factory‑reset procedure was given (e.g., hold reset button 10 seconds).
  • Warranty was identified as expired, but the agent did not offer a paid‑support option or clear next‑step beyond email.
Positive Highlights
  • Collected model and serial number early in the call.
  • Provided the correct default admin password (admin).
  • Acknowledged the customer's security concerns and reassured that the router is secure.
Agent Errors / Gaps
  • Failed to verify or correct the router IP address the customer was using.
  • Did not provide a step‑by‑step reset instruction.
  • Did not confirm that the email with instructions would be sent or recap the next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never confirmed successful login; agent only suggested trying 'admin' or resetting, with no verification of resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for serial number and provided default password, but failed to correct the customer's incorrect IP (192.681.1), verify connection method, or guide through reset steps.
R3 Met Correct resolution path conf 95%
For an out-of-warranty EA6400, agent provided best-effort help (default password, reset option) instead of dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (can't log in) and asked for model/serial, but skipped key diagnostics like confirming correct IP or whether default password was tried.
T2 Met Appropriate tools / resources used conf 95%
No tools required—issue was basic access guidance; agent correctly relied on KB knowledge for default password and reset procedure.
T3 Met No misinformation conf 95%
Accurate info: default admin password is 'admin', reset restores defaults, and EA6400 support ended in 2024—all consistent with documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent responded to questions but did not set expectations, control flow, or summarize next steps; call ended abruptly.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but failed to clarify customer's confusion between Wi-Fi and admin passwords or correct the IP typo.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and attempted resolution without avoidance.
O2 Not Met Proactive follow-through conf 90%
Agent promised to email instructions but gave no timeline or confirmation; customer left without knowing when or if email would arrive.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation made and none warranted—issue was basic password recovery for an out-of-warranty device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No acknowledgment of customer's concern about hacking or frustration; agent remained transactional and disengaged.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer’s anxious, repetitive tone; responses were flat and failed to build rapport or ensure understanding.
X3 Partially Met Overall experience conf 85%
Avoided re-asking info but missed opportunity to reduce effort by correcting IP typo or providing clear step-by-step reset guidance.
Call Transcript15 turns · 15 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. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com. [silence]
00:00
Speaker 1
Hi, this is Kevin I have a a Lenks 6400 EA 6400. And I was just trying to log into the router 'cause it's been run slow to see if anything's going on, if anybody's hacked it. And I can't remember how to get in and I swear I've typed my correct password in. And I my first question is, would there be any place that that password would be stored because all my my my my phone and my um equipment can still connect to it. He's Android.
01:00
Speaker 2
Thank you for calling Linksys. My name is Gerald. You can also connect with other users for tips and guidance. Is your phone I phone or Android? [silence]
01:00
Speaker 1
I just want to log into my, I'm trying to log into my router through 192.681.1 and it's not seaman to want to do it. Although it could be, I'm in an apartment complex, there might be more limits, routers, and I might be grabbing another one. So I guess my first question would be is how do I make sure it's my router? I am connected to my Wi-Fi. So if I'm on my Wi-Fi and I type 192.681, it would take me there. So let me connect again. I am connected again. Okay, so it's old.
02:00
Speaker 2
are you trying? wait, we're talking about Wi-Fi password or router password? So make sure that it's your router. You are, you should be connected to your Wi-Fi. then it's your router? yeah, should be. What is the serial number of this one? M?
02:00
Speaker 1
Let me pull that up. Is it on the back or is it on the bottom? Let me see which one is which. It's "O" number, I hope I can even read this anymore. It's 134, 106, 026, 02264. [silence] Do you need do you want the Mac address or do you need to or are you going to ping it or do anything to it to find it? It's probably it's out of warranty so I'll probably have to pay for this assistance. It's uh it's it looks like it's uh 6400, EA6400.
03:00
Speaker 2
The bottom of the unit here? is at the bottom. mean. all right, thank you. no need. no, I'm just checking the warranty. let me check the model number then.
03:00
Speaker 1
Okay. My email is Kevin Dot Berk at Charter.net. B U R B I C K. Yeah. Can I ask you a question? At charter.net? The, a question, um, in general, could someone hack into your router and, and in the way that you couldn't get in with your router password? Like, the password you're using, the.
04:00
Speaker 2
all right so when I checked the model number AI sixty four hundred uh unfortunately the support of this one already ended two thousand twenty four so we can no longer support this one the least I can do I can send you an email containing instruction how you can log into or get a password that how do you spell your last name v u r b i c k up hmm
04:00
Speaker 1
But yeah, so the chances are, if I had a, a fairly secure password, that they wouldn't have had to act it any, yeah. I've I changed it initially. And I say, what? Could you what? Yeah, my concern was I have sometimes when my computer just goes, everything stops working in the house. Like you're not working, but it works really, really slow and I wondered if someone had hacked my router and I was going in to check and I tried what I believe is my router password. And it um, and it and it's not.
05:00
Speaker 2
I mean, it's any it's possible, but the router is secure, that's for sure. It will. Correct. I guess you're good with that, then. I guess you're good with that. If you're concerned it's just to change the password in but you said you already changed the password, then I guess you're good, right?
05:00
Speaker 1
Working it, I'm not sure. I'm following the instructions that on the interweb just go to, a certain um connect to the router, go to a certain um IP address and then there's an access router password, which I assume would be my password, whatever I use to connect to the router. I think I changed that, but I'll I hope I didn't I did, because if I didn't, somebody could easily hack it. Right? Okay. So they'd have to know my Wi-Fi password. Let me check the admin as the password. Maybe that's why I'm screwing up. I'm using the password that I set to connect to the to the um Wi-Fi. Does that you understand what I'm saying? I'm I set a password up for my Wi-Fi, which was, I don't know, call it's not this, but say it's Kevin.
06:00
Speaker 2
The router password by default is the word Admin, A-D-M-I-N. Uh, no, if they're not connected to your Wi-Fi. Yeah.
06:00
Speaker 1
I, and, so I, I tried, Kevin, and, it wasn't working, but, I might, I might never have, have set the admin password. I might have just set my, user, password if, if that's possible. Okay. Okay. And I, and I would have to build up, redo my, my regular, set, my regular password too. Okay. Thank you. No, thanks. I appreciate the help. Thank you. Okay. Thanks. Bye.
07:00
Speaker 2
Yeah, I think, I think the admin password is still the same, admin, but if you did change that, the only option you you can reset the admin password is to reset the router. But it will be back to default settings. That's a downside. You'll have to start from scratch. That is correct. Yes. Which will come. Anything else? Any questions? You take care and bye for now.
07:00