V2 Rubric Detail — 1c1e8746-6130-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 22:44
Duration
6m 10s
Contact
Cam Grossman
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132345
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA9500 v1.1_Wants to change the Wi-Fi password
⚠ 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.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent skipped required non-destructive recovery step (Recovery Key), immediately defaulted to factory reset without troubleshooting, and ended call prematurely after offering minimal guidance — indicative of avoiding full engagement with the issue.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to follow protocol by skipping the Recovery Key method, provided technically inaccurate information about default credentials, and offered no real troubleshooting. The call was abandoned after suggesting a factory reset without confirming resolution, demonstrating evasion of full issue ownership. Customer effort was increased unnecessarily, and no empathy or structured guidance was provided.

V1 Case Analysis

Customer unable to log into EA9500 router admin page; advised factory reset and reconnection to default Wi-Fi.

Troubleshooting Steps
  • Asked if 'admin' was tried as the password.
  • Recommended factory reset via reset button.
  • Provided incorrect default Wi-Fi SSID post-reset.
Key Observations
  • Agent did not confirm model/serial beyond EA9500.
  • Non-destructive recovery key method (KB-recommended for EA Series) was omitted.
  • Incorrect default Wi-Fi SSID provided ('Linksys 0505050' instead of standard format).
  • No verification of reset success or customer understanding.
Positive Highlights
  • Agent quickly identified the password issue and offered a clear reset path.
Agent Errors / Gaps
  • Omitted non-destructive recovery key method for EA Series password recovery.
  • Provided incorrect default Wi-Fi SSID.
  • Did not verify resolution or warranty status.
  • Unclear and repetitive communication.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent tells the customer the only option is to reset the router and never confirms the password issue is resolved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent provides no diagnostic steps beyond asking if admin was tried and immediately jumps to reset.
R3 Not Met Correct resolution path conf 95%
Agent skips the required non-destructive Recovery Key step and goes straight to a factory reset, which violates protocol for EA series and all current Linksys models.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No relevant questions are asked about model, recovery key, or prior attempts; the agent simply assumes reset is needed without identifying root cause.
T2 Not Met Appropriate tools / resources used conf 90%
Agent does not use any tools, KB references, or remote session that would be appropriate for a password-reset issue, nor checks for Recovery Key option.
T3 Not Met No misinformation conf 95%
Agent states the default Wi-Fi SSID is 'Linksys 0505050' and suggests using 'admin' as the default admin password, both of which are inaccurate for EA9500 and most Smart Wi-Fi routers; default admin password is set during setup, not 'admin'.
Communication
C1 Not Met Clear & professional language conf 90%
Agent never frames the call, provides a clear agenda, or manages transitions; statements are garbled and unstructured.
C2 Not Met Confirmed understanding conf 90%
Agent uses unclear, repetitive language and does not check the customer's understanding or adapt terminology.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent hands the customer a reset instruction and ends the call without taking ownership or following through.
O2 Not Met Proactive follow-through conf 85%
The only next-step given is 'I'll send it to you in five minutes,' which does not specify what will be sent or a concrete timeline for the reset.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this is the first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the information provided.
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 95%
Agent offers no apology, acknowledgment of frustration, or empathetic language.
X2 Not Met Tone & rapport conf 90%
Agent does not adjust tone or pace to the customer's repeated confusion and frustration.
X3 Not Met Overall experience conf 95%
Customer is forced to perform a full factory reset without being offered the less-intrusive Recovery Key method, increasing effort.
Call Transcript9 turns · 9 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 specialist. 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.
00:00
Speaker 1
Hi, Gerald. We just spoke a few moments ago, and you sent me some information on how to reset my password. I appreciate that, but the one thing that I didn't see was how to actually enter a password so I could go to the site to reset the password. When I go to the link to Linksys Smart Wi-Fi sign in, I have two boxes to enter. One is an email address, and the other is a password. No matter what I put in, it just sits there. It doesn't do anything. When I go forgot your password, it goes to a page. It lets me change to the new password. I come back to this page, enter the new password, and it still doesn't let me in. [silence] don't think I [silence] [silence] I don't think I
02:00
Speaker 2
Thank you for calling in, sister. My name is Gerald. Look and hop. [silence]
02:00
Speaker 1
New password, nothing happens, it just sits there. The same as when I go to the my router.local, except for it only has one, it only has one place for a password instead of an an email address. I put the passwords in there. I click on it, it says, invalid router password, please try again. The last thing is it says: default password. I tried admin, of course. Yeah, admin every location back and forth. Anyway, I could do it. it Right. What? Right. And how do I do that, Cheryl?
03:00
Speaker 2
Ah. Did you try admin? Then I guess the only option you have here is to reset the router, because the the admin didn't work. Uh unfortunately, you have to reset the router. So that all the settings will will be back to default settings. Hmm? You just need to press the reset button.
03:00
Speaker 1
OK, because then I have to set it up again. Correct? So, I'll need instructions on how to do that. OK. So, until I reset it up, I won't have any Wi-Fi connection, right? OK. Oh, 05050, right. Now, is this something that I should be able to do within, you know, five or 10 minutes or is it going to be something I'm going to get lost on again? Is it pretty clear how to do it?
04:00
Speaker 2
on the track you will have but the default Wi-Fi it it broadcasts default Wi-Fi which is Linksys zero five zero five zero up to manually connect them back and uh you will have but the default Wi-Fi it it broadcasts default Wi-Fi which is Linksys zero five zero five zero
04:00
Speaker 1
Ookay, great. Very good. And where is the reset bud button on the back? On that. On the 95. What is it? Nine. Nine. What do I have? 950. 9, 99, 9,950. Where did I put my note here. Yeah. Oh. Oh, it's that little. Okay, great. Okay. Send me that and I'll give it a try because this this thing I'm just going round around in circles and it won't let me log on. So, it's it's unfortunate. So, let's just do it this way. Okay. Thank.
05:00
Speaker 2
I'll send it to you in five minutes. Okay? Thank you. Bye-bye.
06:00