V2 Rubric Detail — 20772aec-7c7d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 16:33
Duration
17m 36s
Contact
Eva Garfield
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#EOS00136713
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA8300

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership0.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall36.1% (-7.9)

V2 Grader Summary

The agent correctly identified the router model and explained that guest passwords are not stored by Linksys, but he provided no troubleshooting steps to retrieve the password and offered only to call the ISP. This resulted in no resolution, lack of ownership, and insufficient empathy, leading to an unresolved outcome.

V1 Case Analysis

Customer (Eva Garfield) unable to retrieve guest Wi-Fi password on EA8300. Agent confirmed model and stated guest passwords are user-created and not stored by Linksys. Noted device is end-of-life. Did not attempt to access router UI or guide customer to retrieve/reset password. Advised contacting ISP for temporary router. No resolution achieved.

Troubleshooting Steps
  • Confirmed router model (EA8300).
  • Explained that guest passwords are not stored by Linksys.
  • Advised contacting ISP (Spectrum) for a temporary router.
Key Observations
  • Agent correctly stated that guest passwords are user-created and not stored by Linksys (KB alignment: universal_firmware_update.md and spnm_wireless_ui_guide.md).
  • Agent accurately identified the EA8300 as end-of-life and no longer supported (KB alignment: universal_support_contacts.md).
  • Agent failed to guide the customer through accessing the router’s admin interface (e.g., http://192.168.1.1) to view or reset the guest network settings, which is a standard self-help step per the KB (spnm_wireless_ui_guide.md).
  • Agent did not collect the serial number or perform a warranty lookup, relying instead on model-based inference.
  • Minimal empathy shown despite clear customer distress, frustration, and age-related challenges.
Positive Highlights
  • Accurately identified the router model (EA8300) after customer provided it.
  • Correctly explained that Linksys does not store guest network passwords for privacy and security reasons (KB alignment: spnm_wireless_ui_guide.md).
  • Accurately informed the customer that the EA8300 is an end-of-life device and no longer eligible for support (KB alignment: universal_support_contacts.md).
Agent Errors / Gaps
  • Did not verify admin access or walk the customer through checking the guest password via the router UI — a critical missed step that could have resolved the issue (KB reference: spnm_wireless_ui_guide.md).
  • Did not collect the router serial number or explicitly confirm warranty status through a lookup — relied on model-based generalization.
  • Failed to provide any actionable self-help path beyond contacting the ISP, which does not address the core issue (KB reference: universal_legacy_device_wifi.md and spnm_wireless_ui_guide.md).
  • Showed minimal empathy and failed to acknowledge the customer’s distress, frustration, and age-related difficulties.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the guest password issue, provided no troubleshooting steps, and closed the case without offering a path forward.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only asked for the model number and stated the router is end-of-life; no steps were taken to log into the router UI or verify guest network settings.
R3 Not Met Correct resolution path conf 96%
Agent dismissed the customer due to end-of-life status without offering best-effort troubleshooting (e.g., guiding to admin page to view or reset guest settings), which is expected even for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (need guest password) and asked for the model number, but did not ask follow-up questions about whether a guest network had been configured or if the customer could access the router’s web interface.
T2 Not Met Appropriate tools / resources used conf 96%
Agent failed to use the most basic available resource: the local web interface (http://192.168.1.1). Guiding the customer to this interface was the only way to resolve the issue, and skipping it affected the resolution.
T3 Met No misinformation conf 99%
Agent accurately stated that guest passwords are user-created and not stored by Linksys, and that EA8300 is end-of-life — both factually correct per KB policies.
Communication
C1 Met Clear & professional language conf 90%
Agent opened the call, collected the customer’s name and model, set expectations about support limits, and kept the conversation on track despite long silences.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not explicitly check the customer’s understanding, nor did he adjust his pace for the caller’s hearing difficulty.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership of finding a solution; he immediately suggested the customer call Spectrum and offered no further assistance.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps or timeline were set beyond a vague suggestion to call the ISP; the customer was left without a clear path.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly decided not to escalate, as the issue did not require higher‑tier intervention and the policy for legacy devices is to provide best‑effort troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent expressed some empathy (“I see”, “Unfortunately we cannot…”) but did not acknowledge the customer’s frustration or hardship in a substantive way.
X2 Partially Met Tone & rapport conf 84%
Agent maintained a calm tone but did not adapt his communication style to the caller’s age, hearing difficulty, or emotional state.
X3 Not Met Overall experience conf 93%
The agent did not reduce effort; he gave no instructions to retrieve the password and forced the customer to seek another provider, creating additional work for the caller.
Call Transcript23 turns · 28 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Oh, I hope you can help me. Um, I have a... um, a Linksys... router... and I am...
02:00
Speaker 2
Hi thank you for calling lynx. This my name is Van and I'm help you today.
02:00
Speaker 1
I was on the phone with Apple. I can't get into my MacBook Air computer. One of the things that I need is my Wi-Fi guest password. which I don't have. And so they said they don't have it either. And they can't go on until they get that password. And so they told me that I have to call whoever is my Wi-Fi, whoever has the Wi-Fi, rather. My um, let's see. My Wi-Fi, what's it, is um, Spectrum. But but I called Spectrum, they said, no, no. They are not my they don't have my Wi-Fi. I don't have a Needs a Spectrum Wi-Fi router. I have a Linksys Wi-Fi router. And for that I need the guest password. I'm talking like I I I I'm not very um, I'm 82 years old. Uh, I don't really know anything about computers. All I know is that my my MacBook Air is broken. It it needs a certain uh password to allow me in and somehow I can't, Apple can't provide me with that password. So they told me to call the um, the the Wi-Fi people who was who was um Spectrum. And Spectrum, no, no. I said no, no, no. Spectrum is my provider, but I need the Wi-Fi router telephone number, which is Linksys.
03:00
Speaker 2
I see. And what's the... Hmm. It's an [ silence ] AC2200. [ silence ] Can you look underneath the router? [ silence ] Is there somewhere that says model? [ silence ]
04:00
Speaker 1
[silence] E not easy to get on the ground. So, hold on. What am I looking for now? [silence] Oh model number. Okay. So, I don't know. [silence] Just a minute. Just a minute. [silence] Uh. [silence] Would it be EA8300? Is that a model number? Okay, that's it. E A A 300. My name is Eva Garfield. Eva, EVA. Like in the Bible. [silence] [silence]
06:00
Speaker 2
a model number. Yes. That's the one. May I know to whom am I currently speaking with? I'm sorry, what was the first name again? Thank you so much, miss Eva. On your Mac on your MacBook Air computer, just to confirm, are you also able to wire it directly to
06:00
Speaker 1
No, that's the problem. I can't get. I can't get into my MacBook Air computer. I need a password. But I can't create a password until I go through steps that the Apple technical support technicians are going through with me. They canceled, they deleted my whole system. That's what I have to do. They deleted my whole system and now they put my whole a new system back online. Ugh. So, which took hours. Which took hours. I woke up at 7:00 o'clock this morning. And and then, you know, they went on with the process and now they said, okay, uh Apple. Apple is asking for a guest. [silence] password, [silence] which you know, I don't have except I looked I under the router, I had I have something like it's called the quick start guide, a quick start guide. And there, it actually has [silence] two things that might have been password, but neither of them work. One is SM2TFMALM. [silence] Well, maybe that's M1. Oh. Or another one, I'm sorry, what? Yes. [silence] growft up. [silence] Thank you. [silence] You're welcome. [silence] Oh, yes. Okay. [silence] Thank you. [silence] Yes. [silence] [silence] Well, that's it. [silence] Thank you.
07:00
Speaker 2
I see. Up on the double checking it here. Up on the double checking it on R and Miss Eva, I'll set your expectations that we also do not have any information regarding about the guest network of the router. The reason for that one is
08:00
Speaker 1
Just like I am. Just like I am. I'm on end of life. But but in any case, okay. Yeah. It's old. I I don't even remember how I got it, why I got it. I don't remember anything. I just know this is my computer. This is my router and I go into my my computer and everything's fine. Except now it's not fine.
09:00
Speaker 2
guest network is entirely created by the customer or the user. So once you've created a guest network, Linksys does not save those information for privacy and for safety purposes. I also do have to set your expectation, that this specific model, the EA8300 or the AC2200 that you have has already been considered as an end of life and an end of support router. We no longer cater user assistance in this specific model, since this is a legacy unit.
09:00
Speaker 1
it uh it crashed and now I have to create new everything and one of the things is a a guest password and I called spectrum and they said because I thought well they were you know they were the ones that I paid every month and they said no no no, yes, that's true. We are your they they said they said they were my internet providers, but I need my guest passwords from the company whose router I own and that is you. And then they they gave me your number Lynxis. So here I am. So um I I don't know if it's a matter of security or anything, just ask me any ask me any questions. Um I don't know. If, if, if, if I can't, if I can't get that password, then, you know, I'm, we're in a state where I'm stuck. Apple can't help me and I have an Apple computer that is worthless. I can't use it. Thank goodness I have an iPhone telephone. But, um, yeah. Oh, please don't, don't tell me that. Don't tell me that because then I'm on the phone with them. I don't know what I'm doing. Oh, please don't tell me that. No. Okay.
10:00
Speaker 2
In this case, you can consider calling spectrum back. And instead of them trying to troubleshoot the Linksys router, they also offer routers on their own, so they can at least assist you with setting up their router as a temporary fix.
11:00
Speaker 1
Well, but, but I'm just telling, I'm just telling you what my problem is, so the assistance would only be to tell me what my guest password is. That's all. Just tell me, and then I will, you know, I will put it in there to satisfy the Apple [silence] questions, and uh, yeah. Okay.
12:00
Speaker 2
Once again your current Linksys router once again your current Linksys router is no longer eligible for any kind of assistance. So this is as far as you can try to troubleshoot the unit. Miss Eva Miss Eva we do not have any information regarding about your guest network or guest password. Once again that is just a locally saved information. It's created by the user or the owner of the router. Linksys does not save those information. It's for safety and privacy. [silence]
12:00
Speaker 1
Yes, but hold on, hold on. I'm, so I'm looking at this Linksys MaxStreme quick start guide. And let me, let me find the, the loop because on top of everything, I can't, I'm hard of hearing and I can't see very well. And I can't find the loop. But up here, it shows Wi-Fi name and it shows Linksys 03830 and then it shows Wi-Fi password. 2UPJ00ZV0PN. And [silence] I tried using those two passwords and they, they were not correct. They didn't work. So are you telling me that, okay, you're telling me the system is old and you, you know, it's old, it's like garbage. But that if there is a password, I'm the one who created it? That's a password created by by the customer, by the person on the, the, um, router? And then you're saying that I can call spectrum and tell them, [silence] whatever I tell them, doesn't it mean I have to go there because
13:00
Speaker 2
I see. Yes. Yes, this is correct.
14:00
Speaker 1
Because I'm handicapped. Also, I can't, I can't go anywhere. And, and, and asking them for what? router installed. Okay, I, I found my, I found my looking glass. Is a router, that's a router, isn't it? I, I think I need a router installed. Spectrum.
15:00
Speaker 2
No, you can just try, you can just try calling them through their hotline number. You can try calling them to have their routers installed in the meantime. [silence] Yes. Yes.
15:00
Speaker 1
I'll install a temporary router and with that, they would give me a guest password. Oh I think I'm just gonna kill myself. I'm sorry, I'm being a little dramatic, but I've already spent days trying to, you know, fix this and I can't, I'm alone I don't know anything about this and everyone's telling me to do this, do that and do that and I don't know what I'm doing. All right. But you really can't help me, right? You really, really can't help me. Well, I know the way you say that, it means it's like that is your choice because the unit is old.
16:00
Speaker 2
Unfortunately, we cannot, since the unit is no longer being assisted.
16:00
Speaker 1
We will not assist it, but that's not my wish. My wish is, I understand it's old. I should, I should buy a new one. I don't know what I should do, but in the meanwhile, can you just tell me a guest password that will work? But Okay. All right. All right. Thank you. Goodbye.
17:00
Speaker 2
No, there's no guest pass password created by default. It's all manually created by the user. All right. Thank you so much for calling Linksys.
17:00