V2 Rubric Detail — 119a42b6-6378-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:24
Duration
5m 15s
Contact
Eugene Enstice
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132675
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CANNOT ACCESS UI LOCALLY.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve the customer's inability to access the router web interface, provided technically inaccurate advice, and demonstrated no ownership or empathy. No troubleshooting was performed, and the call ended without resolution or clear next steps, resulting in an Unresolved outcome.

V1 Case Analysis

Customer unable to access router web interface; password not accepted. Agent provided incorrect browser advice and failed to guide through password recovery. No resolution.

Troubleshooting Steps
  • Confirmed issue was with web interface, not app
  • Collected customer name, email, and partial serial number
  • Identified product model as EAC300
  • Asked about ISP (gci.net)
  • Suggested using a different browser (Chrome) and downloading Google
Key Observations
  • Agent incorrectly advised customer to 'download Google' or Chrome to fix router login issue [04:00], which is factually wrong and not aligned with KB.
  • No use of correct local admin URLs (192.168.1.1 or myrouter.info) or password recovery flow (Forgot password with recovery key) was mentioned.
  • Agent failed to verify that the customer’s device was connected to the router’s Wi-Fi network before suggesting browser changes.
  • Serial number was partially captured but not fully confirmed or validated for warranty lookup.
Positive Highlights
  • Agent correctly identified the issue as web interface login (not app) and ruled out app-related confusion [01:00].
  • Collected customer name (Eugene Estus), email (ensstice@gci.net), and partial serial number (19P30M23B0190), which supports case documentation [01:00–03:00].
  • Attempted to identify product model (EAC300) and ISP (gci.net), which are relevant for troubleshooting context [03:00].
Agent Errors / Gaps
  • Provided materially incorrect technical guidance: advised customer to download Google/Chrome to resolve router login issue [04:00], which is irrelevant and misleading.
  • Failed to follow the standard password recovery procedure (Forgot password with recovery key) from the KB.
  • Did not verify the customer was connected to the router's local network before troubleshooting browser issues.
  • Did not confirm or use the correct local admin URL (192.168.1.1 or myrouter.info) for accessing the router interface.
  • Did not complete collection of serial number or attempt warranty verification despite having partial data.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the login issue; call ended with customer stating they would call back after downloading Chrome, indicating no resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were taken beyond suggesting a different browser; no verification of local connectivity, correct URL (192.168.1.1 or myrouter.local), or router status.
R3 Not Met Correct resolution path conf 96%
Agent failed to determine product status or support path; offered no best-effort troubleshooting despite customer being locked out of their router interface.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify specific symptoms (e.g., page not loading vs. password rejection), ask diagnostic questions, or logically narrow root cause (e.g., browser, network, firmware).
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used—agent did not guide customer to test connectivity, ping the router, or access local admin page via IP address, which are standard for this issue.
T3 Not Met No misinformation conf 97%
Agent inaccurately suggested 'download Google? Chrome?' as a solution, implying Google is required, when any browser including Safari should work for local access.
Communication
C1 Not Met Clear & professional language conf 96%
Agent lacked call control—jumped between name spelling, serial number, and browser advice without structure or clear transitions.
C2 Not Met Confirmed understanding conf 95%
Agent used confusing phrasing ('download Google? Chrome?') without adapting to customer’s apparent technical level or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership—offered no follow-up, failed to guide through resolution, and allowed call to end with customer disengaging.
O2 Not Met Proactive follow-through conf 96%
No next steps were defined by the agent; customer independently decided to call back after downloading Chrome.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and the issue did not clearly require escalation beyond L1 troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of customer frustration despite repeated expressions of difficulty accessing the router.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace to customer’s growing frustration; continued with irrelevant suggestions instead of de-escalating.
X3 Not Met Overall experience conf 96%
Customer had to repeat information (name, ISP, model), and was given unnecessary steps (downloading Chrome) when local access should work with any browser.
Call Transcript11 turns · 11 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 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 your issue. Hi, thank you for calling LinkSys. This is 3G. How may I help you today?
00:00
Speaker 1
so I've waited and it won't accept any of my passwords or anything. I even changed my password. Is your your system down on the internet? [silence] What? I'm trying to get to the web interface so I can look at my my router that I have. I had no problems before and today I can't get on. It just won't let me do anything. Yes. Yes I do, Eugene Estus. Yeah. EP. Yep. E-N-S-T-I-S.
01:00
Speaker 2
Is it the Linksys app or the web interface? Are you referring to the Linksys app, sir, or the router settings, the web interface? But is this your first time calling us for support? And are you calling from United States? I know your first name and last name. Eugin, so E-U-G-E-N and your last name, sir. Can you spell it for me?
01:00
Speaker 1
no is in Karen. uh gci.net. Yep. [silence]
02:00
Speaker 2
So, E N S T I C E. And your callback number. And your email. K C I.net. So let me just verify it using phonetics. So J for Juliet, right? Okay, let her. Go ahead.
02:00
Speaker 1
One. You know, hold on. S N. Okay. 19 p is in tom. 30. M is in Michael. 23. B as in boy. Zero one nine. 0. GCI. Um gci. Yep. [silence] Yeah
03:00
Speaker 2
do you need serial number? okay so the model number of your Linksys router is an EAC, here, 300, who is your internet service provider? TCI? T for Tom, C for Charlie, and I for India.
03:00
Speaker 1
[silence] I can't. That's the thing. I'm trying to get in. I'm going through your login online and it won't let me in. I put the login. What? Oh yes, from my computer. It is. Should I use Safari or do I use something different? I have Safari. So I don't have Google. I don't have Google. That's the only way it works now, huh?
04:00
Speaker 2
And how you access the web interface of the router? Okay. Try to use the... Do you have a laptop or a computer? Okay. Make sure your computer is connected to your linksys network. Okay. Open a browser. Google? Google first. Do you have Google? Can you can you please download Google? Chrome?
04:00
Speaker 1
Okay. All right, I'll call you back then. All right, I'll take that or that, fine.
05:00
Speaker 2
Yeah, because you already used Safari and it doesn't allow you to access the web interface. So let's use a different browser.
05:00