V2 Rubric Detail — 211c110a-7977-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 20:13
Duration
18m 57s
Contact
Spiro Christoforatos
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#EOS00136064
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical1.56/5
Communication1.25/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall31.9% (+9.9)

V2 Grader Summary

The agent failed to resolve the login issue, provided materially incorrect technical information about default passwords and recovery keys, and did not perform meaningful troubleshooting or escalation. Despite some effort via alternate account login, the customer remained locked out with no working solution, and no clear next steps or empathy were offered.

V1 Case Analysis

Customer unable to log into Linksys app after changing router password; app shows 'no internet' error despite active connectivity. Agent failed to collect model number, incorrectly stated default admin password is 'admin' for all devices, and falsely claimed router cannot be re-linked due to EOL. Advised accessing web UI (192.168.1.1) or factory reset without verifying access. Call ended without resolution.

Troubleshooting Steps
  • Requested serial number (customer provided: 13J20603600624).
  • Incorrectly stated that the router cannot be re-linked to the cloud due to EOL status.
  • Advised using 'admin' as the default router password (factually incorrect per KB).
  • Instructed to access the router’s web UI at 192.168.1.1 via computer.
  • Suggested a factory reset if web access fails (without verifying access or recovery options).
Key Observations
  • Agent failed to collect the router model number, which is essential for accurate password/recovery guidance (KB: linksys_now_login_admin.md, universal_password_login.md).
  • Provided factually incorrect default admin password guidance: claimed 'admin' is the default for all devices, but KB states SPNM60/62/LN1600 models use the WiFi password printed on the label (transcript [15:00]).
  • Falsely claimed the router cannot be re-linked to the cloud account due to EOL status, contradicting KB guidance that re-linking is possible with the correct admin password (transcript [12:00]–[14:00]).
  • Did not verify whether the customer could access the web UI at 192.168.1.1 before recommending a factory reset (transcript [17:00]).
  • Call ended without confirming resolution or establishing a valid next step (transcript [18:00]).
Positive Highlights
  • Polite and patient tone throughout the call (COMMUNICATION = 2).
  • Provided clear instructions for accessing the router via 192.168.1.1.
Agent Errors / Gaps
  • Failed to collect the router model number, a critical protocol failure for product-specific support (PROTOCOL = 1).
  • Provided factually incorrect default admin password guidance ('admin' is not universal; SPNM60/62/LN1600 models use the WiFi password on the label) (ACCURACY = 1).
  • Falsely claimed the router cannot be re-linked to the cloud account due to EOL status, which is not supported by KB policy (ACCURACY = 1).
  • Did not verify whether the customer could access the web UI (192.168.1.1) or use a recovery key before recommending a factory reset (EFFICIENCY = 1).
  • Ended the call without confirming resolution or providing a valid self-help path (RESOLUTION = 1).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer remained locked out of the app with no Internet connection error despite having working Internet; agent did not restore app access or resolve login issue.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked for serial number and attempted alternate cloud account login, which constitutes some troubleshooting, but skipped key steps like checking local web UI or verifying recovery key existence.
R3 Partially Met Correct resolution path conf 80%
Agent correctly identified end-of-support date (March 11, 2026) and suggested upgrade path, but failed to confirm warranty status or attempt full best-effort troubleshooting (e.g., recovery key, local login) before dismissing.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (app shows no Internet despite working connection) and attempted to link via alternate account, showing some diagnostic logic, but did not ask follow-up questions to narrow root cause.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent used internal system to check support status and attempted cloud login with alternate account — a form of tool use — though KB or remote session was not leveraged for password recovery or factory reset guidance.
T3 Not Met No misinformation conf 100%
Agent claimed 'admin' is the default password for all devices and that the router has no recovery key, contradicting KB guidance for SPNM60/62/LN1600 series which use WiFi password as default and have a 5-digit recovery key.
Communication
C1 Not Met Clear & professional language conf 85%
Agent lost control during long silences, failed to set clear expectations or transitions, and did not frame the interaction effectively at start or under pressure.
C2 Partially Met Confirmed understanding conf 75%
Agent used simplified terms like 'admin all lowercase' and offered IP address clearly, but used technical language without confirming understanding or adapting to customer frustration.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on call and attempted alternate login method, but prematurely suggested replacement instead of exhausting all recovery options like local admin login or password recovery.
O2 Partially Met Proactive follow-through conf 70%
Agent provided next step (access 192.168.1.1) but gave no timeline or follow-up commitment, leaving resolution incomplete and no verification of outcome.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent failed to escalate despite providing incorrect information and being unable to resolve login issue on an unsupported device, when escalation was warranted due to technical limitations.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite but did not acknowledge customer’s expressed frustration about discontinued support or difficulty changing password, showing only generic courtesy.
X2 Partially Met Tone & rapport conf 75%
Agent maintained basic engagement and answered questions, but used a flat tone and did not adjust pace or style in response to customer confusion or repeated attempts to clarify.
X3 Partially Met Overall experience conf 70%
Agent avoided unnecessary repetition after initial serial number request and offered direct steps, but customer had to repeat information due to unclear guidance and unclear next steps.
Call Transcript19 turns · 25 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while out-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. [silence]
00:00
Speaker 1
what do you have on that iPhone that you sent? [silence] You don't remember what you did? [silence] What was that? [silence] What's happening? [silence] Sorry about what? [silence] What did you back it up? [silence] Is it on the iCloud? [silence] Did you save it on the iCloud? [silence] Is it the last time you're iPhone was checked? I would go from my own phone. 20. You can't do that thing from home. You're gonna lose the phone carrier. you. I'll go. That's what for 12,000. So it doesn't work in the charger. No, if I talk to the PM list once you know, I don't know. I think I think so please. help-[silence] [silence] John, [silence] for the bridge. [silence] I can't get my sitting down, [silence] money on that [silence] that that station. [silence] I'm gonna let [silence] the the conference. [silence] Yeah. [silence] uh um i'm Oh, we're connected. never get a always get them some phones um Hi. So, I tried to, I was having trouble logging into the router, and I had to change the password. So, now that I changed the password, I can't log into the app at all. It tells me that I have no Internet connection, and I don't see anything. [silence]
01:00
Speaker 2
Hi, thank you for calling Linksys. This is Troy. How can I help you today? [silence] Okay. Um, on the Linksys app? Um, did you like log in using email and password or just the router password option?
09:00
Speaker 1
I tried the router password option first and it told me that it was incorrect. So then I did the email and the password and it told me it was still incorrect. Then I, I did reset password and it sent me a link in my email and uh, I changed the password and it said it could take a few moments for it to update. But that was at, you know, 8:30 this morning. I'm sorry, can you? Sure. 13 J Jack, two zero six zero three six zero zero six two four. [silence]
10:00
Speaker 2
OK. OK. OK. May I have the serial number of your Linux device please? The serial number of your Linux device just.
10:00
Speaker 1
optimum, cable. So now, like, when I try to log into the app, it says your router has no Internet connection. But meanwhile, I have Internet through the router. It's fine. Yes, it is. Spiro is the first name, S-P-I-R-O. Last name is Christoforos. Do you want me to spell that for you?
11:00
Speaker 2
My I can provide you with instructions on that? Yes, please. Okay, thank you. Okay. So, yes, regarding that one there for the email and password, yeah, even if you, like, log into it, it will really show you that there's no internet connection because your router is, um, it was unlinked from your account. So, you need to link it up again. But, unfortunately, um, for our latest, um, like, latest update with the router, we no longer use the account anymore. It's not possible for us to link it again.
11:00
Speaker 1
Yeah.
13:00
Speaker 2
So the only way for you to log in is using the router password. But since this router doesn't have any recovery key, we cannot reset the router. Password on the app, and if you have like a computer with you that you can use to access the web interface of this router, you can also use that one to check your correct router password. But if not, then the last option is to do a full factory reset, and reconfiguration of the router if you are fine with that. [silence] Okay. [silence] Yeah, but I'm just assuming [silence]
13:00
Speaker 1
and there's no way to re-link it. Okay, so what are my other options? I have to buy a new updated router. Is that what you're saying, basically?
14:00
Speaker 2
Okay. Uh, yeah, aside from that, since we're checking here on my end, yeah, your router is no longer supported. The end of support is last March 11, 2026. So after that date, we can no longer provide any technical help for this unit anymore. So. [silence] Well, here's what we can do. [silence] We can try to log in using you another account. So any account that you have that you used before, and then let's try to upgrade the software for your router. [silence] Okay. Ah, yep, this other account is now logged in to your router. [silence] Let's try to do a software upgrade for it real quick, if you don't mind. [silence] since this is still recorded, let's do it real quick before the software reaches its EOL. [silence] Just keep in mind that when you do this process, you will have to reconfigure your router again. Okay? [silence] Hey there. [silence] Can you talk a bit louder, please? [silence] Hey there. [silence] Can you talk a little bit louder, please? [silence] Alright, so I'm ready when you are. All right. Thanks. [silence] Okay, so right now, you just need to access [pause] the router's IP address, which is [] that's .
14:00
Speaker 1
Yeah, but it works just fine. You know, it works just fine. Yeah, I can't see it through the app. Like, like if I had a barbecue, I was able to put on guests so people could, so I have like no more options to it, you know? Admin. Yeah. Okay. I'll try that. Oh, I mean... All right. I don't know why you... [silence]
15:00
Speaker 2
It would be best for you to have an upgrade for a newer router. Yeah if it's for it's like yeah it's just that you can't login right? But the downside for this route. Mhm I understand. But if you cannot use the app since you cannot like it won't accept the router password right? But have you tried admin as your router password? That's the default router password for all of our devices. Yes all in lower case. [silence]
15:00
Speaker 1
People. I don't know. Not you people, but I don't understand why they would just cancel the support and not, you know, people do do have uh, you know, equipment that's older that still works and, you know, they they really shouldn't do that. You know, just they shouldn't have given me the option to change my password. Maybe I could have find I could have found it, you know? Even the even the password that's on the router doesn't work. Nothing works. there's a password. No, I'm saying even the password that's on the router doesn't work. You know? [silence]
16:00
Speaker 2
Yeah, because Wi-Fi, OK? Yeah, because that is for Wi-Fi password only. Router password is a different thing, like, it's like administration password, that's why, try to use admin all in lowercase as your login password.
16:00
Speaker 1
I could access. Okay. And how do I log in to the router via computer? Oh, okay. I would put in that number and it would access. Okay. But it has to be wired or can it be wireless? Okay, but I use that I use that IP address then. Is that is that what it's called? Okay. Okay, very good. Thanks.
17:00
Speaker 2
[silence] but you can still access its web interface [silence] using a computer if you want. [silence] Because your router is still working fine. [silence] Um, you can hardwire [silence] a computer [silence] or connect your computer [silence] to the Wi-Fi of your router [silence] and access the website [silence] 192.168.1.1. [silence] Okay. [silence] It can be wired or wireless. It's up to you. [silence] Then just access that on [silence] your browser. [silence] Yes, the is address of the router to access the settings. [silence]
17:00
Speaker 1
, dove not so. Um. But the app has sent the cloud von the central crime. The your
18:00
Speaker 2
you're welcome sir thank you for calling Linksys you have a good one thank you I'll hang the call on my end thank you so much
18:00