V2 Rubric Detail — 12a937f2-7584-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 19:35
Duration
7m 23s
Contact
Ryan Lannis
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#GI00135536
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: other cs related concern
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.93/5
Overall77.6% (+21.6)

V2 Grader Summary

The agent correctly diagnosed the issue and provided a technically sound resolution path using local access and password reset, consistent with KB guidance. While the outcome was not confirmed, the troubleshooting was appropriate and ownership maintained. Minor shortcomings in call control, follow-up, and empathy prevent a full resolution, resulting in a partial resolution outcome.

V1 Case Analysis

Customer unable to access EA6350 router admin due to forgotten password; advised to use local login at 192.168.1.1 and click Forgot Password to reset admin password using Recovery Key. Incorrect URL and model cited during call.

Troubleshooting Steps
  • Identified router model (EA6350) and explained cloud service discontinuation.
  • Advised local access via http://192.168.1.1.
  • Suggested using the 'Forgot Password' function to reset the router admin password using the Recovery Key.
Key Observations
  • Agent misidentified the router model as EA6250 instead of EA6350 [04:00], which could lead to incorrect troubleshooting or KB references.
  • Agent provided an incorrect URL (linksmywifi.com) instead of support.linksys.com or linksyssmartwifi.com [04:00], potentially misdirecting the customer.
  • Agent failed to collect the serial number or verify warranty status despite discussing warranty eligibility.
  • Agent correctly explained the difference between router admin password and Wi-Fi password and provided the correct local IP address (192.168.1.1).
Positive Highlights
  • Correctly identified the need for local access via 192.168.1.1 for the EA6350 [02:00].
  • Clearly explained the difference between router admin password and Wi-Fi password [05:00–06:00].
  • Provided the correct self-help path using the 'Forgot Password' function to reset the admin password without affecting Wi-Fi settings [05:00].
Agent Errors / Gaps
  • Misidentified the router model as EA6250 instead of EA6350 [04:00].
  • Provided an incorrect URL (linksmywifi.com) [04:00] instead of the correct Linksys support or cloud URL.
  • Failed to collect the serial number despite discussing warranty status.
  • Did not verify warranty status or confirm support eligibility despite customer confirmation of coverage.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended call saying 'I'll try that again' without confirming the password reset worked or access was gained.
R2 Met Diagnostic thoroughness conf 93%
Agent provided logical troubleshooting: directed to local IP 192.168.1.1, explained 'Forgot password' function, distinguished router vs Wi-Fi password.
R3 Met Correct resolution path conf 97%
Agent correctly identified EA6350 as end-of-life, cloud services discontinued, and recommended local troubleshooting instead of dismissing due to OOW status.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified symptom (can't log in), root cause (cloud account gone, password forgotten), and offered targeted solution (local access + password reset).
T2 Met Appropriate tools / resources used conf 97%
No tools were necessary; agent used KB-backed knowledge appropriately to guide customer through self-service fix.
T3 Met No misinformation conf 95%
Technical guidance was accurate: correct local IP (192.168.1.1), correct distinction between router admin and WiFi passwords, and correct use of 'Forgot password' for admin reset. Model number discrepancies are ASR artifacts.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent stayed on track but had long silences, no clear agenda setting, and did not summarize or confirm next steps, reducing call control.
C2 Met Confirmed understanding conf 94%
Agent used plain language, explained difference between router and Wi-Fi passwords clearly, and spelled customer's name — adapting well to customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and provided complete instructions without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 90%
Agent stated next step (use 'Forgot password') but did not establish timeline or offer follow-up; customer ended call without confirmation of success.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction on this issue; no prior case history needed to be referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and resolvable via self-help steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite and professional but did not acknowledge customer’s frustration about legacy system limitations or express empathy for the inconvenience.
X2 Met Tone & rapport conf 88%
Agent maintained steady pace, allowed customer time to speak, and matched their conversational tone; customer remained engaged throughout.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, used known model info to tailor advice, and gave direct path forward without adding steps or holds.
Call Transcript15 turns · 15 lines
Speaker 1
[silence] Hello, my name's Ryan. I don't know if my device is in
00:00
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 one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please please have your device 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 the issue. Thank you for calling Linksys. This is I, how can I help you? [silence]
00:00
Speaker 1
Warranty, out of warranty? It's not. I'm helping a friend out, and they have a restaurant, and their router is a EA6350. Yes. Restaurant. It's a Wi-Fi router. Yeah. Well, yeah, the automated attendant said, if it's in. I don't know, cuz it might be too old. I don't know. Well. The real issue is that.
01:00
Speaker 2
A. a. 6 three. 5. Well, this is the router of your friends there. Um, these are rather well. And this is the one you want to know if it's in warranty or other warranty. Yes. Um, yeah,
01:00
Speaker 1
It used to have, like, a Wi-Fi smart account, but, like, going online, troubleshooting, I think, you guys, don't... aren't still servicing the smart accounts. [silence] So, how do I log into it, if their servers aren't available?
02:00
Speaker 2
Well, the thing starts that the cloud services were removed and we no longer have any, uh, Native Smart Wi-Fi. Because the Native Smart Wi-Fi account that's linked to the Cloud account is no longer accessible. But you can access your router locally by typing the router's default IP address, which is 192.168.1.1. But with regards to that,
02:00
Speaker 1
[silence]
03:00
Speaker 2
Router model EA 6350.
03:00
Speaker 1
Uh, if that smart account doesn't exist, they can't figure out how to log in. I tried to log in. I couldn't I couldn't figure it out. Like do you think it's you think because the smart account is gone, I should use the default username and password? Or do you think it's smart.
04:00
Speaker 2
yes using the router password you can access your router's setting but as I've mentioned this router EA6250 is an old very old router uh it already reaches its end of life so there are no longer any uh upgrades for that router so yeah World War 6250B [silence] [Silence] [Silence] [Silence] [Silence] [Silence] for that router. [Silence] So, if you [Silence] want to access its settings then you can log in through the router's default IP address because if you want to access it or via using the linksysmywifi.com [Silence] or the account [Silence]
04:00
Speaker 1
Got you. So, I tried logging in. I went to the IP address that you mentioned and I got to the router login page, but I don't have the right, they lost their password, I guess. There's probably no way. If they lost it, there's probably no way for me to, I'm sure I can reset the router, but I kind of want to look at the settings. [silence]
05:00
Speaker 2
And when you came on? Mm-hmm. click you cannot yeah if it's only asking for the router password and you don't know the router password you can just click on the forgot or reset password because it will only reset the router password but it will not reset the router's Wi-Fi password. The router password is different from your Wi-Fi password because the router password is the password used to access the settings of your router.
05:00
Speaker 1
Okay. Well, okay, I'll try that again. I felt like I tried that and I couldn't get that to work, but I I will try again. That's all. Thank you. Sure thing. My name is Ryan, R-Y-A-N, last name is Lanis, L-A-N-N-I-S. [silence]
06:00
Speaker 2
you type to log into your router's settings, but the Wi-Fi password is the password you type in to connect to the internet. So, it's all right to reset the router password, because it will not change your Wi-Fi password. Right. Right. Okay. Okay. Yeah. So that is all, sir? [silence] You are welcome. Uh may I have your name, sir, so I can create a record for you here? [silence] All right. Ryan Lanes. Thank you so much for calling Linksys. [silence] If you still have any inquiry, you can always call us back or go to our site, support.Linksys.com.
06:00
Speaker 1
Okay. Thank you. Thank you so much. you too. bye bye.
07:00