V2 Rubric Detail — 13269542-65c8-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 19:02
Duration
10m 33s
Contact
614-209-7089
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.94/5
Technical1.25/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall23.5% (-2.5)

V2 Grader Summary

The agent provided the correct local IP address and default password but failed to accurately identify the router model, gave technically inaccurate information (myrouter.info for EA-series), and dismissed the customer due to assumed out-of-warranty status. No diagnostic process was followed, empathy was absent, and the customer was left unable to access their router, resulting in an unresolved case.

V1 Case Analysis

Customer unable to access EA series router admin locally. Agent gave incorrect default password (admin), referenced wrong URL (myrouter.info), failed to collect model/serial, and did not guide through recovery key or factory reset. No resolution achieved.

Troubleshooting Steps
  • Advised customer to access router via 192.168.1.1 or myrouter.local.
  • Provided incorrect default admin password 'admin'.
  • Did not verify if customer reached login page or confirm Wi-Fi connection to router.
  • Did not guide through recovery key or factory reset process.
Key Observations
  • Agent provided factually incorrect default admin password 'admin' for EA series router at [09:00], contradicting KB guidance that EA series uses setup-defined password with no universal default.
  • Agent incorrectly referenced myrouter.info at [02:00], a URL specific to SPNM series, not applicable to EA series devices.
  • Agent falsely claimed Smart Wi-Fi cloud access is completely discontinued for all Linksys routers at [01:00] and [06:00], which is inaccurate; remote access remains functional on supported models.
  • No model number, serial number, or warranty verification was collected despite troubleshooting a device-specific issue.
  • Agent cited time limit at [10:00] due to out-of-warranty status, prematurely truncating support.
  • Customer expressed security concerns and technical issues after visiting smartwifi.com, which were dismissed without investigation or empathy.
Positive Highlights
  • Correctly advised customer to attempt local access via 192.168.1.1 as an alternative to cloud login.
  • Correctly distinguished between cloud account login and local router password at [09:00].
Agent Errors / Gaps
  • Provided incorrect default admin password 'admin' for EA series router; no universal default exists post-setup.
  • Used myrouter.info, which is not valid for EA series devices (applies only to SPNM series).
  • Falsely stated that Linksys Smart Wi-Fi remote access is discontinued for all routers, creating unnecessary confusion.
  • Failed to collect product model number, serial number, or verify warranty status despite relevance to support path.
  • Did not guide customer through correct password recovery method using 5-digit recovery key on router label.
  • Did not suggest factory reset as a last-resort recovery option when password is unknown.
  • Prematurely ended call citing time limits due to out-of-warranty status, failing to provide closure.
  • Dismissed customer's report of computer issues after visiting smartwifi.com without investigation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed login success; issue remained unresolved despite instructions.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent provided correct local access method (192.168.1.1) but skipped diagnostics like confirming model or current firmware status.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly assumed device was out-of-warranty and suggested myrouter.info (SPNM-only) for EA-series router; failed to identify product line correctly.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No diagnostic questions asked; agent assumed cause without verifying symptoms or model specifics.
T2 Met Appropriate tools / resources used conf 85%
No advanced tools needed; agent correctly gave IP and default password, which are sufficient for basic access.
T3 Not Met No misinformation conf 95%
Agent stated 'myrouter.info' applies to all routers and claimed Smart Wi-Fi is 'no longer embedded for all' — both technically false per KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent gave basic instructions but failed to frame interaction, set expectations, or regain control when customer became distressed.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms and gave step-by-step guidance, but introduced confusion with incorrect URLs and no comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent disclaimed ownership with 'I can only stay on the line 10 minutes max' and offered no follow-up.
O2 Partially Met Proactive follow-through conf 80%
Agent gave a next step (use 192.168.1.1 and admin password) but no timeline or commitment to assist further.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent ignored customer’s frustration about prior malware experience and did not acknowledge emotional state.
X2 Not Met Tone & rapport conf 85%
Agent continued with scripted response despite customer confusion and distress, failing to adapt tone or pacing.
X3 Not Met Overall experience conf 85%
Customer repeated concerns about website hijacking and login failure; agent did not streamline or prevent repetition.
Call Transcript19 turns · 20 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 one now. For out of warranty products, paid support may be available depending on your issue. Okay. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
Yeah, I'm calling about my router. I can't get on the Linksys Smart Wi-Fi anymore to manage it, so I'm wondering what I need to do. [silence]
01:00
Speaker 2
For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is May. How can I help you? Smart Wi-Fi is no longer working, since the cloud is no longer embedded for all our Linksys routers, you can only log in locally, instead if you wanted to check the settings, links to smartwifi.com will no longer work, only the IP address of the router like 192.168.1 by default, and the other URL is my router.local.
01:00
Speaker 1
All right. Let me see. I think it is. So so where do I just need to throw this stupid thing away and buy a new one then? It's a. It says it it says it's a Max-Stream tri band router the model number? A AC 5400.
02:00
Speaker 2
myrouter.info it depends on what kind of router you have is that a mesh router it depends if you have that device for more than five years or if it that router is already one of our end-of-support routers what's the exact model number that I could tell you if it still good nowadays. Yeah, model number. That's the wireless technology. So AC 5,400. Right now we have already Wi-Fi 5, Wi-Fi 6, Wi-Fi
02:00
Speaker 1
Right, so the router still works great. I just need to be able to get into the settings to do stuff. So how do I do that?
03:00
Speaker 2
6 e, Wi-Fi 7, and yeah, you know, technology keeps on upgrading. This AC Wi-Fi standard that you have, it's no longer good to be used nowadays. So, I guess you still have our EA series router, which some of it is no longer being manufactured. Um, yeah, it's nice if you can upgrade your router. You can still use that one, though, it's just that when it comes to Wi-Fi connection, like if you're into having a great Wi-Fi, um, yeah, like having less problems, work efficiently, then upgrade will be the best solution. Access. Yeah, um, so that's why I said earlier, you need to log in locally instead, using the default IP address of your router.
03:00
Speaker 1
All right. All right, hold on a minute. Let me, so last time I tried that, it directed me to something that, like, hijacked your website and said it locked my computer down. Uh, okay. All right, hold on.
04:00
Speaker 2
router. Our default IP address is 192.168.1.1. That's the default IP address for our AC router. So yeah, that's the one that you need to use using a browser so that you can log into your router. It will then ask you for a router password. Once you're logged in, you will see all the settings. And that should not be the page. Sometimes it will route you to privacy warning, but that, uh, the one that you mentioned, that's not the dashboard or the login page for our Linksys. Sometimes you will encounter privacy.
04:00
Speaker 1
[KEEP_UNCERTAIN] Alright, so. If I type 192, 168, uh-11? Is that what you were saying? Okay, 192, 168, 11. So I type that in, then what? Alright, let me let me try that real quick. The last time I did that, my computer got screwed up. Alright, hold on. [silence]
05:00
Speaker 2
uh-huh . that's the default IP address of the router yes . um actually that should already route you after to the login page asking for router password
05:00
Speaker 1
So are your, are your new routers, do that Linksys Smart Wi-Fi thing? You're just getting rid of the old stuff?
06:00
Speaker 2
Ah, no. Uh, actually, for our new router, it's included, the remote access is no longer working. Like, it's smartwifi.com. Since there's no cloud anymore, same functionality, the only feature that is that was gone is only the linksys.com access, like, a no remote access anywhere for our router. Only local access, which uh, the linksys smartwifi.com will no longer work. You'd need to access it using myrouter.local or 192.168.1.1.
06:00
Speaker 1
There is something wrong with your website, so I just tried to go on smartwifi like I've done before, and now I have no internet access just by doing that. Yeah. And I had it a minute ago. It, it swore, I think somebody has hijacked your stupid website. Yeah. I just went to smartwifi.com. I just went to smartwifi.com or linked to smartwifi.com. And it came up and said that it's not working anymore.
07:00
Speaker 2
No internet access. Uh, that should not cause any problem. Mm-hmm. Well, uh based on my seven years of experience here, it will never really uh have an effect with your internet connection accessing your Linksys router settings. Basically, the 192.168.1.1 is the default IP address of your router. If it's connected to the
07:00
Speaker 1
Looks like my permission is no more and now I can't even get on anything and the last time I did it it like shut my computer down and you guys got some issues right okay so anyway I give I type in 192.168.1.1 and then what do I do? I
08:00
Speaker 2
Yeah, you don't have to access that one. Actually, there's none so far being reported to our end, since we remove the access, they can still access their router locally. Hello. That's it actually, just press enter so that you'll be able to.
08:00
Speaker 1
What's that? I don't understand you. Is that the same login that I used for the Linksys Smart Wi-Fi? You know, I'm asking for what? The router password. And then what's the router? I don't have a router password. What is that? [silence]
09:00
Speaker 2
See what page you'll be routed to after. Just press enter so that you will know what page you'll be routed to. It should route you to a login page already. Once you're done typing those. No. It will ask for a router password instead of account, instead of email and password, it will ask for router password. Yes, router password. And just to let you know, by the way, I can, that's admin by default. A-D-M-I-N all small letters. If that will not work, that only means when you set it up. before, you created a different router password. By default, it's admin all small letters. And I can only stay on the line 10 minutes max since I guess you're using an out-of-warranty router. You own that for more than a year, right?
09:00